Lucent Technologies Centrevu Supervisor Version 8 Guide

							   CentreVu Supervisor Version 8 Installation and Getting Started
Using CentreVu Supervisor Reports
Selecting a Printer7-53
Selecting a Printer7
The Print window is a standard Windows feature. 
To access the Print window, do the following:
1. Select a report (from Reports, Dictionary, Exceptions, Call Center 
Administration, or Maintenance).
2. On the report input window, select the P
rint button  , or select Print 
from the R
eport menu.
The Print window displays.
The default printer is listed in the N
ame field. To select another printer, click on 
the down arrow after the field to display a drop-down list of installed printers. 
You can choose any printer that has been installed in the Windows Control 
Panel. Depending on what printers are installed, non-printer devices such as 
files and fax may appear here. To print to a file, you must check the Print to file 
box.
Other entries in this Printer box (St at us, Ty p e, Where, and Comment) will 
vary depending on the chosen printer. The Windows system software 
determines what is available here. 
						

							   CentreVu Supervisor Version 8 Installation and Getting Started
Using CentreVu Supervisor Reports
Using Page Setup7-54
Using Page Setup7
The Page Setup window allows you to specify how each page of a report is 
positioned when printed. The changes you make in this window apply only to 
printed reports and do not affect reports displayed on-screen.
The Page Setup window for printing options is a standard Windows feature. 
To access the Page Setup window, do the following:
1. Select a report (from Reports, Dictionary, Exceptions, Call Center 
Administration, or Maintenance).
2. Complete the report input window, selecting View
 Report On Screen as 
the destination.
3. Select OK to run the report.
4. Once the report is running, select Page Setu
p from the Report menu.
The Page Setup window displays. 
						

							   CentreVu Supervisor Version 8 Installation and Getting Started
Using CentreVu Supervisor Reports
Using Page Setup7-55
The following options are available in the Page Setup window:
lMargins—lets you define the spaces at the edges of the page where 
nothing will be printed. The margin settings are defined as follows:
—T
op—the margin is measured from the top of the page. The report is 
offset by this amount at the top of each page.
—B
ottom—the margin is measured from the bottom of the page. When a 
printed table reaches the bottom of the page, it will continue printing at 
the top of the next page, with the table titles repeated. If a chart would 
overlap the bottom margin, it is scaled smaller so that it fits within the 
margin. Text that reaches the bottom of the page is printed on the next 
page.
—L
eft—the margin is measured from the left of the page. The report is 
offset by this amount on the left of each page.
—Right
—the margin is measured from the right of the page. Tables and 
text that are too wide to fit on the printed page are truncated at the right 
margin. Charts that would overlap the right margin are scaled smaller 
to fit within the margin.
lPage Numbers—lets you choose whether or not to display page numbers. 
The following settings are valid:
—Y
es—page numbers will be displayed.
—N
o—page numbers will not be displayed. This is equivalent to the way 
CMS currently prints reports.
lBox Around Tables—allows you to choose whether or not to display a 
box around report tables when printed. The following settings are valid:
—Box
—boxes will be displayed.
—No
 Box—boxes will not be displayed. 
						

							   CentreVu Supervisor Version 8 Installation and Getting Started
Using CentreVu Supervisor Reports
Setting Report Threshold Highlights7-56
Setting Report Threshold Highlights7
Report threshold highlights let you set visual flags to notify you when a real-
time data item is out of acceptable bounds. This feature enables you to run a 
report minimized and be notified (through color/icon changes) when an item 
has passed a specific threshold.
You can set threshold highlights for only real-time data items in real-time or 
integrated reports. The threshold highlights you set will tell you when data for 
an entity (split/skill, agent, agent group, or VDN) has reached a certain level 
(threshold), as defined by you.
Threshold highlight settings apply to a single entity on a specific ACD. For 
example, if you run a real-time split report for split 17 on ACD 1 and set the 
threshold highlights, the threshold settings apply to split 17 on ACD 1 for all 
reports you run for that split and ACD. Also, the threshold highlight settings are 
saved on the PC you are currently using. So, if you move to another PC, you 
need to set up the threshold highlights on that PC. If multiple users log into the 
same PC, each user’s threshold highlight settings are saved individually.
By default, the thresholds for each report are turned on, but the threshold 
highlight settings are empty and the sample size threshold is zero. Therefore, no 
threshold highlights show on any reports until you create them using the 
Threshold Settings window. You can turn thresholds on and off for each report 
by selecting/deselecting the Thresholds Settings check box in the report input 
window, or by selecting Threshold Settings from the O
ptions menu in the 
report output window.
An example of setting report threshold highlights is to set thresholds for Time 
on ACD Calls in the skill named Sales. You might set the High Caution 
threshold to 50 seconds and the High Warning threshold to 60 seconds. If an 
agent spends more than 50 seconds, but less than 60 seconds, on an ACD call in 
the Sales skill, the item on the report will highlight with the High Caution 
threshold color. If the time exceeds 60 seconds, the item on the report will 
highlight with the High Warning threshold color. However, if the agent spends 
more than 50 seconds on an ACD call in any other skill (that does not have the 
same thresholds), the item on the report will not display any threshold 
highlighting. 
						

							   CentreVu Supervisor Version 8 Installation and Getting Started
Using CentreVu Supervisor Reports
Setting Report Threshold Highlights7-57
NOTE:
Report threshold highlights are not the same as CMS Exceptions Thresholds. 
The threshold highlighting you can do with this feature is available through the 
Supervisor interface only.
To set report threshold highlights do the following steps:
1. Run a report that contains real-time data (a real-time or integrated report)
2. Select on a data item in the report for which you can set threshold 
highlights
NOTE:
When a data item/items for which threshold highlights can be set is 
selected, the Threshold Settings menu item is enabled. When the data item 
that is selected does not allow thresholds, an error message will display. 
See the tables later in this section for a list of the report outputs that allow 
threshold highlighting.
3. Select Threshold Settings from the right mouse button or from the T
ools 
menu. 
						

							   CentreVu Supervisor Version 8 Installation and Getting Started
Using CentreVu Supervisor Reports
Setting Report Threshold Highlights7-58
4. Complete the Threshold Settings window:
NOTE:
Depending on which data item you have selected, the Sample Size box at the 
bottom of the Threshold Settings window may or may not be visible. If you 
selected a data item that is a percentage or an average, the Sample Size box is 
present.
The Threshold Settings window includes the following information and text 
boxes:
lItem — shows the name of the report threshold that applies to the selected 
data value. In most cases, this box contains a single entry. If the data value 
is agent “Time in State” or “Time in Workmode,” or agent group “Time in 
State” or “Time in Workmode,” then this list box contains multiple names, 
one for each possible agent state or workmode. Threshold highlights can be 
set for each individual state and workmode.
 
  1.
2.
3.
4.
5.
1. Data Item Threshold Definition
2. Item
3. Description
4. Icons
5. Thresholds 
						

							   CentreVu Supervisor Version 8 Installation and Getting Started
Using CentreVu Supervisor Reports
Setting Report Threshold Highlights7-59
lDescription — shows a description of the threshold currently selected.
lThresholds — shows the colors (as defined in the Options Threshold 
Colors tab, accessed from the T
ools menu), icons, and current numerical 
settings for the threshold highlights of this item. For thresholds that are 
time-related, the numbers you enter are in seconds. For example, if you are 
entering a High Caution threshold for three minutes, type 180 (for 180 
seconds) in the High Caution field.
—Low Warning — contains the current value for the Low Warning 
threshold for the selected data item. If no value is defined, the field is 
blank. You can set the value to any positive integer from 0 to 
999,999,999 or leave it blank. If the field is blank, no threshold is set.
—Low Caution — contains the current value for the Low Caution 
threshold for the selected data item. If no value is defined, the field is 
blank. You can set the value to any positive integer from 0 to 
999,999,999 or leave it blank. If the field is blank, no threshold is set.
—High Caution — contains the current value for the High Caution 
threshold for the selected data item. If no value is defined, the field is 
blank. You can set the value to any positive integer from 0 to 
999,999,999 or leave it blank. If the field is blank, no threshold is set.
—High Warning — contains the current value for the High Warning 
threshold for the selected data item. If no value is defined, the field is 
blank. You can set the value to any positive integer from 0 to 
999,999,999 or leave it blank. If the field is blank, no threshold is set.
lSample Size — contains the current value for the Sufficient Sample Size 
value. You can set this to any value from 0 to 999. When you set Sufficient 
Sample Size value, you are defining a minimum number of items that must 
be currently tracked before the threshold highlighting is enabled. You will 
only see Sample Size if the data item you selected is a percentage or an 
average.
5. Select OK. 
						

							   CentreVu Supervisor Version 8 Installation and Getting Started
Using CentreVu Supervisor Reports
Setting Report Threshold Highlights7-60
Tips for Setting Report Threshold Highlights7
Keep the following tips in mind when you are setting report threshold 
highlights.
lBefore you can administer threshold highlights for a data item, you must 
first click on the data item in the report to select it. When a data item is 
highlighted in a table (standard) report, it is outlined with a dotted line. 
When a data item is highlighted in a chart (graphical) report, it has “pull-
bars” around the perimeter.
lSee the “Available Agent Threshold Settings,” “Available Split/Skill 
Threshold Settings,” and “Available VDN Threshold Settings” sections in 
this chapter for more information on the real-time data items in reports for 
which you can set threshold highlights.
lIn standard reports, you can select items from the table or from the output 
information at the top of the report.
lIn chart reports, you can select items from the pie charts, bar charts, 
graphical reports, or tables.
lWhen you set threshold highlights for an entity (split/skill, agent, agent 
group, or VDN), that set of threshold highlights applies to every report that 
is run specifically for that entity.
lThe report threshold highlights are updated with each refresh of the report, 
but not between report refreshes.
lThe numbers you define for the threshold highlights must increase from 
left to right (the number you use for Low Warning must be less than the 
number you use for High Warning).
lYou can set the label colors by choosing Options from the Tools menu on 
the Controller. Depending on how you define the colors, the sample size 
threshold can behave in the following ways: 
— If you want to be alerted to the fact that a particular calculation is not 
statistically significant, set the Insufficient color to a different color 
than any other threshold condition. This causes data with insufficient 
sample size to be highlighted in a special color. 
						

							   CentreVu Supervisor Version 8 Installation and Getting Started
Using CentreVu Supervisor Reports
Setting Report Threshold Highlights7-61
— If you want to ignore values with insufficient sample sizes, set the 
Insufficient color to be black text on a gray background. This causes 
the value with insufficient sample size to not be highlighted. 
lSetting report threshold highlights affects how report data is displayed in 
the following ways:
— If the data calculation contains a non-zero Sample Size threshold, the 
denominator of the specified calculation is compared to the Sample 
Size threshold. If the denominator is less than the Sample Size 
threshold, the value displays in the “Insufficient” color, indicating that 
the sample size is insufficient for the value to be significant. 
— If the sample size is sufficient or if there is no sample size associated 
with the data, then the data value is compared to the Low Warning, 
Low Caution, High Caution, and High Warning threshold values to 
determine which band applies. The value is displayed in the color 
associated with the appropriate threshold. 
						

							   CentreVu Supervisor Version 8 Installation and Getting Started
Using CentreVu Supervisor Reports
Setting Report Threshold Highlights7-62
Available Agent Threshold Settings7
All of the data that CentreVu Supervisor uses for agent threshold highlights are 
retrieved from the 
cagent (current interval agent) database table. See the 
CentreVu® CMS R3V8 Database Items and Calculations (585-210-939) 
document for more information on the database tables. The agent threshold 
highlights you can set are as follows:
Threshold Description/Database Item or Calculation
Time in AUX StateDescription — Amount of time the agent is in the 
Auxiliary Work state. 
Measures — DURATION while AGSTATE = AUX
Time in AUX-IN StateDescription — Amount of time the agent is on an 
incoming call while in the Auxiliary Work state. 
Measures — DURATION while AGSTATE = 
AUX-IN
Time in AUX-OUT 
St a teDescription — Amount of time the agent is on an 
outgoing call while in the Auxiliary Work state.
Measures — DURATION while AGSTATE = 
AUX-OUT
Time in ACW StateDescription — Amount of time the agent is in the After 
Call Work state. 
Measures — DURATION while AGSTATE = ACW
Time in ACW-IN StateDescription — Amount of time the agent is on an 
incoming call while in the After Call Work state.
Measures — DURATION while AGSTATE = 
ACW-IN
Time in ACW-OUT 
St a teDescription — Amount of time the agent is on an 
outgoing call while in the After Call Work state.
Measures — DURATION while AGSTATE = 
ACW-OUT