Agent tables

The agent's first-administered, highest level, measured skill, where skill level 1 is the highest and skill level 16 is the lowest. The TOPSKILL item is available with the EAS feature.

The TOPSKILL of an agent is 0 except when PREFERENCE is set to skill level (LVL). This means that an agent does not have a top skill and is not counted in any split/skill table Top Skill items if their call handling preference is greatest need (NEED) or percent allocation (PCNT). In addition, agents who have skill level preference but only reserve levels for all of their skills do not have a TOPSKILL.

This is a status item.