Lucent Technologies Centrevu Advocate Release 8 User Guide

							  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports4-9
Verifying the Solution Through Reports4
The key to verifying this solution is to note that all calls maintain their 
priority within the skill to be answered over time. An e-mail request that 
has been waiting for 2.5 hours is as important as a voice call that has 
waited 60 seconds. To verify that the any media solution is working, 
compare the% Within Service Level report field for different skills. The 
percent within service level should be very close between the skills over 
time.
Reports4The results of implementing this solution can be seen in the following 
Real-Time, Historical, and Integrated reports:
lReal-Time Graphical Skill Overload Report
lReal-Time Graphical Staffing Profile Report
lHistorical Graphical Skill Overload Report
lIntegrated Graphical Skill Overload Report
lHistorical VDN Report
lHistorical Agent Summary Report
lHistorical Agent Group Summary Report.
Additional Reports4Additionally, the solution can be verified through any report with a Skill 
State field. The Skill State field displays the state of a skill in comparison 
to its administered thresholds. Reports using the Skill State field that are 
not new with 
CentreVu Advocate are fully documented in the CentreVu® 
Supervisor Version 8 Reports document (585-210-929). They are 
summarized as they relate to 
CentreVu Advocate in this chapter. See the 
Reports document for more information on Real-Time and Historical 
reports.
Database Items and 
Calculations
4
New database items and calculations for CentreVu Advocate, along with 
modified, existing database items, are described in Chapter 13, 
“
CentreVu® Advocate Database Items and Calculations.” Existing 
database items and calculations are described in the 
CentreVu CMS 
R3V8 Database Items and Calculations 
(585-210-939) document. 
						

							  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports4-10
Real-Time 
Graphical Skill 
Overload Report
4
This report is only available for customers who have DEFINITY® ECS R6 
or later switches with Expert Agent Selection (EAS) and have purchased 
CentreVu Advocate. It shows the skill state (normal, unknown, 
overload 1, overload 2) and trends for a selected skill.
If 
CentreVu Advocate is not activated, the fields of the report which 
pertain to 
CentreVu Advocate will not be populated.
Things to Know for 
CentreVu Advocate4
Here are some things you need to know about this report.
lYou can access this report from the Real-Time Split/Skill Category 
selector menu. 
lThe report caption displayed when the report is run reads “Skill 
Overload: xxx” where xxx is the skill name string specified by the 
Name Formats window of Tools/Options.
lThis report has two sections: a vertical bar chart and a rolling line 
chart. 
lThe vertical bar chart consists of:
— A vertical bar for each skill input for the report, showing the 
current skill state.
— The y-axis of the report will display, from the bottom up, 
“Normal,” “Overload1,” and “Overload2.” 
— The x-axis will show the synonym for every skill under the 
applicable vertical bar.
— The title: Skill Overload Report
— By default, a legend displays. The legend will show the 
synonym for every skill specified in the input, or the skill 
number if no skill name has been defined.
lThe rolling line chart consists of:
— When the report is started, only one data point (whether 
unknown, normal, overload1 or overload2) is displayed for 
each skill. With each refresh, the new status will be added to 
the previous refresh. This continues for 20 refreshes, at which 
time the oldest data will roll off the chart.
— The x-axis of the chart displays a tick mark for each report 
refresh.
— The y-axis of the chart displays, from the bottom up, “Normal,” 
“Overload1,” and “Overload2.” 
						

							  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports4-11
lThe database items used for the Graphical Skill Overload Report 
are stored in the csplit table. 
lThe chart type can be changed. See the CentreVu® Supervisor 
Version 8 Reports 
document (585-210-929) for more information. 
Input Fields4The following table describes the input fields on the real-time Graphical 
Skill Overload report input windows. You must fill in the fields on the input 
window to run the report.
Item Description
Skill:Fill in the Skill input name(s) or number(s) 
for which you want to run the report. You 
can enter a skill name only if the name has 
been defined in the Dictionary.
Refresh Every  
SecondsEnter the number of seconds (3 to 600) to 
specify how rapidly 
CentreVu CMS should 
update the report data.
The default for the Refresh Every  
Seconds: field in this window is your 
assigned minimum refresh rate plus 15 
seconds. To find out what your minimum 
refresh rate is, or to change it, check with 
your 
CentreVu CMS administrator.
Enable Report 
ThresholdsCheck the Enable Report Thresholds 
option to start the report with report 
thresholds running. Uncheck the option if 
you do not want to run report thresholds.
Run MinimizedCheck the Run Minimized option to run the 
report in a minimized window. Uncheck 
the option to run the report at full size. 
						

							  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports4-12
Report Example4The following report is an example of a Graphical Skill Overload report.
Report Description4The following table describes the report fields. 
Report Heading DescriptionDatabase Item/ Calculation, 
Ta b l e  N a m e
Skill StateThe current state of the skill, compared to the 
administered thresholds. This displays as 
Normal, Overload 1, and Overload 2 on the 
report.
Requires 
DEFINITY ECS R6 or later with 
CentreVu Advocate.SKSTATE 
						

							  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports4-13
Real-Time 
Graphical 
Staffing Profile 
Report
4
This report is available only for customers who have DEFINITY ECS R6 
or later switches with EAS and have purchased 
CentreVu Advocate. It 
shows how many of what type of agents are staffing a specified skill as 
Active, in Other, or in AUX.
If 
CentreVu Advocate is not activated, the fields of the report which 
pertain to 
CentreVu Advocate will not be populated.
Things to Know for 
CentreVu Advocate4
Here are some things you need to know about this report.
lYou can access this report from the Real-Time Split/Skill Category 
selector menu.
lCall center supervisors can use this report to see how many agents 
are active, in Other or in auxiliary work (AUX). This report will also 
show the supervisor what type of agents are in those fields.
lThis report has four charts, with the following information:
— The upper left quadrant chart shows Top agents staffed, active, 
in AUX, and in Other for the specified skill.
— The upper right quadrant chart shows Flex agents staffed, 
active, in AUX, and in Other for the specified skill.
— The lower right quadrant chart shows Reserve2 agents staffed, 
active, in AUX, and in Other for the specified skill.
— The lower left quadrant chart shows Reserve1 agents staffed, 
active, in AUX, and in Other for the specified skill.
lThe database items used for the Graphical Staffing Profile Report 
are stored in the csplit table.
lYou may change the report in Report Designer to display information 
on agents who are available (AVAIL).
lThe chart type can be changed. See the CentreVu® Supervisor 
Version 8 Reports 
document (585-210-929).  
						

							  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports4-14
Input Fields4The following table describes the input fields on the real-time Graphical 
Staffing Profile report input windows. You must fill in the window to run 
the report.
Item Description
Split/Skill:Fill in the Skill input name or number for which 
you want to run the report. You can enter a 
skill name only if the name has been defined 
in the Dictionary.
Refresh Every  
SecondsEnter the number of seconds (3 to 600) to 
specify how rapidly 
CentreVu CMS should 
update the report data.
The default for the Refresh Every  
Seconds: field in this window is your assigned 
minimum refresh rate plus 15 seconds. To find 
out what your minimum refresh rate is, or to 
change it, check with your 
CentreVu CMS 
administrator.
Enable Report 
ThresholdsCheck the Enable Report Thresholds option to 
start the report with report thresholds running. 
Uncheck the option if you do not want to run 
report thresholds.
Run MinimizedCheck the Run Minimized option to run the 
report in a minimized window. Uncheck the 
option to run the report at full size. 
						

							  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports4-15
Report Example4The following report is an example of a Graphical Staffing Profile report.
Report Description4The following table describes the report fields. 
Report Heading DescriptionDatabase Item/ Calculation, 
Ta b l e  N a m e
Split/Skill:The name or number of the skill (up to 20 
characters) that is selected for this report. syn(SPLIT)
Skill StateThe current state of this skill, compared to the 
administered thresholds.
Requires 
DEFINITY ECS R6 or later with 
CentreVu Advocate.syn(SKSTATE) 
						

							  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports4-16
Top Agents 
(AUX)The number of top agents logged into the skill 
who are in the AUX work mode. This includes 
agents on AUXIN/AUXOUT calls. Available on 
Generic 3 and Generic 2.2 switches with the 
EAS feature for top skills. However, “top” 
database items are only significant for Generic 
3 switches and the ECS with EAS.
TINAUX includes TINAUX0, TINAUX1-9, 
TONACDAUXOUT, TONAUXIN, and 
TONAUXOUT.TINAUX
Top Agents 
(Other)The number of top agents that are doing other 
work. Agents are logged into multiple skills and 
doing work for a skill other than this one (on an 
ACD call or in after call work [ACW], or ACD 
calls ringing). For Generic 3, while in Auto-in or 
Manual-in mode; the agent put any call on hold 
and has performed no further action; the agent 
is on a direct agent call or in ACW for a direct 
agent call; the agent is dialing to place a call or 
to activate a feature; an extension call or a 
direct agent ACD call is ringing with no other 
activity.
For Generic 3 EAS with multiple call handling, 
agents are available for other, multiple call 
handling skills.
Agent POSITIONS will show up in TOTHER 
directly after the link to the switch comes up 
and directly after the agents log in before the 
CentreVu CMS is notified of the agent’s work 
state.
Available with Generic 3 and Generic 2.2 
switches with the EAS feature. However, “top” 
database items are only significant for Generic 
3 switches and the ECS with EAS.
TOTHER includes TDA_INACW and 
TDA_ONACD.TOTHER Report Heading DescriptionDatabase Item/ Calculation, 
Ta b l e  N a m e 
						

							  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports4-17
Top Agents 
(Active)The number of top agents logged into the skill, 
who are on inbound and outbound ACD calls, 
plus the number of top agents who are in ACW 
for ACD calls, plus the number of top agents 
who have ACD calls ringing and are not doing 
anything else.(TONACD + TINACW + 
TAGINRING)
Flex Agents 
(AUX)The number of flex agents in AUX.
Requires 
DEFINITY ECS R6 or later with 
CentreVu Advocate.FINAUX
Flex Agents 
(Other)The number of flex agents in the OTHER state.
Requires 
DEFINITY ECS R6 or later with 
CentreVu Advocate.FOTHER
Flex Agents 
(Active)The number of flex agents on ACD calls, plus 
the number of flex agents in ACW, plus the 
number of flex agents with this skill that have 
an ACD call ringing.(FONACD + FINACW + 
FAGINRING)
Reserve1 
Agents (AUX)The number of reserve1 agents in AUX.
Requires 
DEFINITY ECS R6 or later with 
CentreVu Advocate.R1INAUX
Reserve1 
Agents (Other)The number of reserve 1 agents in the OTHER 
state.
Requires 
DEFINITY ECS R6 or later with 
CentreVu Advocate.R1OTHER
Reserve1 
Agents (Active)The number of reserve1 agents on ACD calls, 
plus the number of reserve1 agents in ACW, 
plus the number of reserve1 agents with this 
skill that have an ACD call ringing.(R1ONACD + R1INACW + 
R1AGINRING)
Reserve2 
Agents (AUX)The number of reserve2 agents in AUX.
Requires 
DEFINITY ECS R6 or later with 
CentreVu Advocate.R2INAUX
Reserve2 
Agents (Other)The number of reserve2 agents in the OTHER 
state.
Requires 
DEFINITY ECS R6 or later with 
CentreVu Advocate.R2OTHER Report Heading DescriptionDatabase Item/ Calculation, 
Ta b l e  N a m e 
						

							  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports4-18
Historical 
Graphical Skill 
Overload Report
4
The Graphical Skill Overload report shows how much time each skill has 
spent in normal versus overload condition for the intervals specified for a 
particular day.
This report is available only if you have purchased the Expert Agent 
Select (EAS) feature.
Things to Know for 
CentreVu Advocate4
Here are some things you need to know about this report.
lThe Graphical Skill Overload report is available in a daily version. 
lThe database items for the Graphical Skill Overload report are 
stored in the hsplit (intrahour interval) table. 
lThis report displays a horizontal bar chart with a horizontal bar for 
each skill. 
lIf you notice a trend toward increased time in overload state, you 
may need to train or hire additional agents for that skill.
Input Fields4The following table describes the fields on the input window. You must fill 
in the window to run the report. Reserve2 
Agents (Active)The number of reserve2 agents on ACD calls, 
plus the number of reserve2 agents in ACW, 
plus the number of reserve2 agents with this 
skill that have an ACD call ringing.
Reserve2 agents (Active) = R2ONACD + 
R2INACW + R2AGINRING.(R2ONACD + R2INACW + 
R2AGINRING) Report Heading DescriptionDatabase Item/ Calculation, 
Ta b l e  N a m e