Lucent Technologies Centrevu Supervisor Version 8 Guide

   CentreVu Supervisor Version 8 Installation and Getting Started
Using CentreVu Supervisor Reports
Setting Report Threshold Highlights7-63
Time in AVAIL StateDescription — Amount of time the agent is in the 
AVAIL state.
Measures — DURATION while AGSTATE = AVAIL.
Time in ACD StateDescription — Amount of time the agent is in the ACD 
state. 
Measures — DURATION while AGSTATE = ACD
Time in ACD-IN StateDescription — Amount of time the agent is in the 
ACD-IN state. 
Measures — DURATION while AGSTATE =...

   CentreVu Supervisor Version 8 Installation and Getting Started
Using CentreVu Supervisor Reports
Setting Report Threshold Highlights7-64
Time in DACW-IN 
St a teDescription — Amount of time the agent is in the 
DACW-IN state. 
Measures — DURATION while AGSTATE = DACW-
IN
Time in DACW-OUT 
St a teDescription — Amount of time the agent is in the 
DACW-OUT state. 
Measures — DURATION while AGSTATE = DACW-
OUT
Time in RING StateDescription — Amount of time the agent is in the 
RING state. 
Measures —...

   CentreVu Supervisor Version 8 Installation and Getting Started
Using CentreVu Supervisor Reports
Setting Report Threshold Highlights7-65
Time in AVAIL 
Work mo deDescription — Amount of time the agent is in the 
AVAIL workmode, including incoming and outgoing 
calls. This time measures the time the agent remains in 
AVAIL, regardless of any incoming or outgoing calls 
handled.
Measures — AGTIME while WORKMODE = AVAIL
Time in DACD 
Work mo deDescription — Amount of time the agent is in the 
DACD...

   CentreVu Supervisor Version 8 Installation and Getting Started
Using CentreVu Supervisor Reports
Setting Report Threshold Highlights7-66
Average talk timeaDescription — Average length of time the agent spends 
talking on ACD calls. 
Measures — AVG_AGENT_TALK_TIME calculation.
a. Sample Size thresholds apply. Threshold Description/Database Item or Calculation 

   CentreVu Supervisor Version 8 Installation and Getting Started
Using CentreVu Supervisor Reports
Setting Report Threshold Highlights7-67
Available Split/Skill Threshold Settings7
All of the data that CentreVu Supervisor uses for split/skill threshold highlights 
are retrieved from the 
csplit (current interval split) database table. See the 
CentreVu® CMS R3V8 Database Items and Calculations (585-210-939) 
document for more information on the database tables. The split/skill threshold 
highlights you...

   CentreVu Supervisor Version 8 Installation and Getting Started
Using CentreVu Supervisor Reports
Setting Report Threshold Highlights7-68
Average Talk TimeaDescription —Average length of time spent on ACD 
calls to the split/skill.
Measures — AVG_ACD_TALK_TIME
Average Time to 
Abandon
a
Description — Average length of time callers waited 
before abandoning calls to the split/skill. 
Measures — AVG_ABANDON_TIME
Full-Time Equivalent 
Agents StaffedDescription — Number of total full-time equivalent...

   CentreVu Supervisor Version 8 Installation and Getting Started
Using CentreVu Supervisor Reports
Setting Report Threshold Highlights7-69
Call Profile Abandon 
per Service Level 
IncrementDescription — Number of abandoned calls to the 
split/skill for any service level increment. A single 
report threshold applies to all of the values. If the 
number of abandoned calls for the split/skill reaches 
the threshold for any of the service level increments, 
the value for that service level increment is...

   CentreVu Supervisor Version 8 Installation and Getting Started
Using CentreVu Supervisor Reports
Setting Report Threshold Highlights7-70
Available VDN Threshold Settings7
All of the data that CentreVu Supervisor uses for VDN threshold highlights are 
retrieved from the 
cvdn (current interval VDN) database table. See the 
CentreVu® CMS R3V8 Database Items and Calculations (585-210-939) 
document for more information on the database tables. The VDN threshold 
highlights you can set are as follows:...

   CentreVu Supervisor Version 8 Installation and Getting Started
Using CentreVu Supervisor Reports
Setting Report Threshold Highlights7-71
Percent of Calls 
Answered
a
Description — Percentage of ACD calls offered to the 
VDN that were answered.
Measures — 100
a [(ACDCALLS + 
CONNECTCALLS) / INCALLS]
Call Profile Abandon 
per Service Level 
IncrementDescription — Number of abandoned calls to this 
VDN for any service level increment. A single report 
threshold applies to all of the values. If the number...

   CentreVu Supervisor Version 8 Installation and Getting Started
Using CentreVu Supervisor Reports
Report Options7-72
Report Options7
Use the Options tab to do the following actions:
lSet the ACD and other general options that Supervisor will default to when 
you log in (General tab).
lSet up the colors that will be used in your graphical reports (Report Colors 
tab).
lSet up the colors that will be used in reports to tell you when threshold 
highlights (not exceptions thresholds) have been reached. See...