WORKSPLIT (real-time)

Last Updated : Aug 24, 2022 |
Prolog information
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Keywords:
The WORKSPLIT item is included in the following database tables:

Agent tables

The number of the split in which the agent is currently working.
Use WORKSPLIT for the following call conditions:
  • When an agent is on a split/skill or direct agent ACD call or in ACW (this is the split/skill associated with the call or ACW).
  • When an agent is available (this is the last split/skill the agent went available in).
  • When an agent is on an AUXIN or AUXOUT call from the available state, while in AUX or with an AUXIN or AUXOUT call on hold (this is OLDEST_LOGON split/skill).
  • When an agent is on an AUXIN call with an ACD call on hold (this is OLDEST_LOGON split/skill).
  • When an agent is on an AUXOUT call with an ACD call on hold (this is the split/skill associated with the ACD call).
WORKSKILL differs from WORKSPLIT only when the agent is available, in which case WORKSKILL is blank and WORKSPLIT displays one of the split/skills in which the agent is available. Using WORKSKILL instead of WORKSPLIT in reports is recommended for EAS.
This is a status item.