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Lucent Technologies Centrevu Cms Administration Guide
Lucent Technologies Centrevu Cms Administration Guide
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Task: administering exceptions CentreVu CMS Administration Running a VDN exceptions report8-45 The VDN Exceptions input window opens. ........................................................................................................................................................................... 4In the Date field, type the date for which you want to run the report, or select the date on the drop-down list, or click the Browse button.Use MM/DD/YY format (for example, 07/11/1999) or a day relative to today (for example, 0 for today, -1 for yesterday, or -7 for one week ago). This field is required. ........................................................................................................................................................................... 5In the VDNs field, type the name or number of VDNs for which you want to run the report, or select the name or number on the drop-down list, or click the Browse button. You can type a VDN name if you have assigned it in the Dictionary.
Task: administering exceptions CentreVu CMS Administration Running a VDN exceptions report8-46 ........................................................................................................................................................................... 6In the Order by field, type the time to list exceptions according to the time the exceptions were made, or select the time on the drop-down list, or click the Browse button. Type VDN or Vector to list exceptions numerically by VDN or vector, respectively. ........................................................................................................................................................................... 7In the Exceptions field, select the exceptions you want to include in the report. Clear the check box next to an exception if you do not want to include that exception in the report. ........................................................................................................................................................................... 8Under Destination, select View Report on Screen to view the report on screen or Print Report on to see a list of printers. You can print reports on any printer your PC is connected to. END OF STEPS........................................................................................................................................................................... An example of a VDN Exceptions report is shown below.
Task: administering exceptions CentreVu CMS Administration Running a vector exceptions report8-47 ............................................................................................................................................................................................................................................................Running a vector exceptions report OverviewUse the vector exceptions report to see exceptions made in the past for the vectors you select for the report. For each vector exception, the report shows the time, vector, and type of exception. PrerequisitesTo run a vector exceptions report: • The check box for the exception you want in the Exceptions field of the Vector Exceptions window must be selected for the reporting time period you choose. • Exceptions must have occurred for the exception type you want the report to cover. StepsTo run an vector exceptions report: ........................................................................................................................................................................... 1From the controller window, select Tools | Commands | Exceptions. The Exceptions selector window opens. ........................................................................................................................................................................... 2Select the ACD you want to run the report for from the ACD list box. ........................................................................................................................................................................... 3Select Reports | Vector Exceptions.
Task: administering exceptions CentreVu CMS Administration Running a vector exceptions report8-48 The Vector Exceptions input window opens. ........................................................................................................................................................................... 4In the Date field, type the date for which you want to run the report. Use MM/DD/YY format (for example, 07/11/1999) or a day relative to today (for example, 0 for today, -1 for yesterday, or -7 for one week ago). This field is required. ........................................................................................................................................................................... 5In the Vectors field, type the name or number of vectors for which you want to run the report, or select the name or number on the drop-down list, or click the Browse button. You can type a vector name if you have assigned it in the Dictionary. ........................................................................................................................................................................... 6In the Order by field, type the time to list exceptions according to the time the exceptions were made, or select the time on the drop-down list, or click the Browse button.
Task: administering exceptions CentreVu CMS Administration Running a vector exceptions report8-49 ........................................................................................................................................................................... 7In the Exceptions field, select the exceptions you want to include in the report. Clear the check box for an exception if you do not want to include that exception in the report. ........................................................................................................................................................................... 8Under Destination, select View Report on Screen to view the report on screen or Print Report on to see a list of printers. You can print reports on any printer your PC is connected to. END OF STEPS........................................................................................................................................................................... An example of a Vector Exceptions report is shown below.
Task: administering exceptions CentreVu CMS Administration Task reference8-50 ............................................................................................................................................................................................................................................................Task reference An exception can be one of three types: peg count, agent timed, or other timed exceptions. Peg count exceptionsA peg count exception occurs when within the current interval, the number of occurrences of an ACD activity exceeds an occurrence threshold defined for your call center. (This occurrence threshold is not the same as the threshold defined for CentreVu CMS R3V5.) The current interval is a set number of minutes. This means that CentreVu CMS starts collecting ACD event occurrences at the beginning of the interval and continues collecting ACD event occurrences until the end of the interval. The current interval can be 15, 30, or 60 minutes. Exception conditions apply to ACD events that occur within the current interval defined for your call center. When the current interval changes, all ACD event occurrences are cleared, and CentreVu CMS begins to count event occurrences again starting from zero. Therefore, make sure your exception conditions realistically reflect what will trigger an exception within your current interval. Agent timed exceptionsAgent timed exceptions are tracked from the time the agent logs in until the agent logs out. These exceptions can occur many times during the login period and within an interval. The exception count is cleared when the agent leaves the state that triggered the exception. For example, an agent timed exception may be triggered whenever an agent spends more than five minutes in AUX work. When an agent spends longer than five minutes in AUX work, an exception is triggered for that agent. When the agent changes to another state, such as (available) AVAIL, the exception is reset so it can occur again when the agent reenters AUX work. Other timed exceptionsOther timed exceptions are triggered when the number of ACD activity occurrences exceeds a boundary at which the duration of each occurrence is either less than a minimum time limit or greater than a maximum time limit. For example, you may set the time limit at 20 seconds for any call to wait in queue before being answered. You may then define an occurrence boundary of three for the acceptable number of calls that
Task: administering exceptions CentreVu CMS Administration Task reference8-51 can wait in the queue for 20 seconds. An exception occurs if, within an interval, more than three calls wait in the queue longer than 20 seconds. Timed occurrence boundaries for Other Timed Exceptions apply to ACD activity within the last interval. At the beginning of the next interval, the occurrence count for any timed exception type (except for agent timed exceptions) is cleared and starts again from zero. However, since the time limit for a timed exception type can be more than one hour, the duration of an exception activity is not cleared at the end of the intrahour interval. CentreVu CMS continues to track the time spent on an exception activity that continues from one interval to the next. The interval for timed exceptions is the limit for timed exceptions for occurrences within an interval. Exceptions count on the status bar The exceptions count on the status bar shows the current total for both peg count exceptions and timed exceptions for all ACDs for which you have exception permissions. The exceptions count is cleared at the end of each interval. The maximum exception count shown in the status bar is 9999.
Task: administering exceptions CentreVu CMS Administration Reference: interactions with other commands8-52 ............................................................................................................................................................................................................................................................Reference: interactions with other commands Data storage allocation • CentreVu CMS can store up to 2000 exception records of each type, except for VDNs, which can store up to 10,000 records. This number is the total for all ACDs for each category of ACD element. Thus, your call center can store up to 2000 agent, 2000 split or skill, 2000 trunk group, 10,000 VDN, and 2000 vector exception records across all ACDs. • For each ACD, the number of entities (agents, splits/skills, trunk groups, VDNs, or vectors) with exceptions cannot be greater than the number of entities for which storage space is allocated. For example, if 100 VDNs are allocated, you should not administer exceptions for more than 100 VDNs. If you administer more than 100 exceptions, some of them will not be counted. • Exception retrieval capacity is the number of days in the past for which you can retrieve exceptions. It is determined by the following: – The number of exception records allocated for storage in the Data Storage operation in the CMS System Setup window. The maximum number of exception records of each type you can store is 2000. – The frequency with which exceptions are recorded each day. For example, if you allocate storage for 1000 exception records and about 100 exceptions occur each day, you can save exception records for approximately the last 10 days. Dictionary • When you administer exceptions or order exceptions reports, you can use the split or skill, trunk group, VDN, and vector name instead of numbers if you have assigned the names in the Dictionary. See “Task: naming your call center entities in the Dictionary” for more information. • Those names display instead of numbers in the real-time exceptions log and in the exceptions report.
Task: administering exceptions CentreVu CMS Administration Reference: interactions with other commands8-53 Custom/designer reports • You can create custom exception reports, or reports that combine exceptions data with regular historical data, from the Custom Reports menu. • For more information on creating custom reports, see CentreVu CMS R3V5 Custom Reports 585-215-822 and CentreVu Report Designer Version 6 User Guide585-215-859 . ScriptingYou can schedule exceptions administration and historical reports via scripting. See “Automating your activities with scripting” for more information.
Task: administering exceptions CentreVu CMS Administration Reference: real-time exceptions log8-54 ............................................................................................................................................................................................................................................................Reference: real-time exceptions log How to use the real-time exceptions logTo view the real-time exception log, from the controller window select Tools | Options | General | Exceptions | Operations | Real-Time Exceptions Log. The Real-Time Exceptions Log window opens. You can use the log in two ways: • Access the log periodically, or whenever you get notification of an exception, to see exactly what has happened. • Maintain the log as an open window so you can monitor exceptions as they occur. When you first access the log, the most recent exception record is on the last line in the window. As long as the logs window remains open, the log automatically scrolls to display each new exception record. If you manually page or scroll up to see older exception records, automatic scrolling for new exceptions stops until you page or scroll back to the bottom of the log. What log records tell youEach exception record in the log gives you the following: • The date and time the exception occurred. • The ACD name for which the exception occurred. • The ACD element, such as a specific agent, split/skill, or VDN that was involved in the exception. If you assigned names in the Dictionary, the names display. These names may be truncated if they are longer than the space allowed in the exception record. • The values you set in an administration window for each exception type.