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 = 
ACD-IN
Time in ACD-OUT 
St a t eDescription — Amount of time the agent is in the 
ACD-OUT state. 
Measures — DURATION while AGSTATE = 
ACD-OUT
Time in DACD StateDescription — Amount of time the agent is in the 
DACD state.
Measures — DURATION while AGSTATE = DACD
Time in DACD-IN 
St a t eDescription — Amount of time the agent is in the 
DACD-IN state.
Measures — DURATION while AGSTATE = DACD-
IN
Time in DACD-OUT 
St a t eDescription — Amount of time the agent is in the 
DACD-OUT state. 
Measures — DURATION while AGSTATE = DACD-
OUT
Time in DACW StateDescription — Amount of time the agent is in the 
DACW state.
Measures — DURATION while AGSTATE = DACW Threshold Description/Database Item or Calculation 
						

							   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 — DURATION while AGSTATE = RING
Time AUX WorkmodeDescription — Amount of time the agent is in the AUX 
workmode, including incoming and outgoing calls. 
This time measures the time the agent remains in AUX, 
regardless of any incoming or outgoing calls handled.
Measures — AGTIME while WORKMODE = AUX.
Time in ACD 
Work mo deDescription — Amount of time the agent is in the ACD 
workmode, including incoming and outgoing calls. 
This time measures the time the agent remains in ACD, 
regardless of any incoming or outgoing calls handled.
Measures — AGTIME while WORKMODE = ACD
Time in ACW 
Work mo deDescription — Amount of time the agent is in the 
ACW workmode, including incoming and outgoing 
calls. This time measures the time the agent remains in 
ACW, regardless of any incoming or outgoing calls 
handled.
Measures — AGTIME while WORKMODE = ACW Threshold Description/Database Item or Calculation 
						

							   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 workmode. This time measures the time the 
agent remains in DACD, regardless of any incoming or 
outgoing calls handled. (Applies only to Generic 3 
switches.)
Measures — AGTIME while WORKMODE = DACD
Time in DACW 
Work mo deDescription — Amount of time the agent is in the 
DACW workmode, including incoming and outgoing 
calls. This time measures the entire time the agent 
remains in DACW, regardless of any incoming or 
outgoing calls handled.
Measures — AGTIME while WORKMODE = DACW
Calls in Direct Agent 
QueueDescription — Number of Direct Agent calls that are 
queued to the agent. DA_INQUEUE is the current 
number of Direct Agent calls waiting in any split/skill 
queue for a specific agent. (Applies only to Generic 3 
switches.)
Measures — DA_INQUEUE
Time call waiting in 
Direct Agent QueueDescription — Amount of time the caller has waited in 
the Direct Agent queue. DA_OLDESTCALL is the 
length of time that the oldest Direct Agent call has 
waited in any split/skill queue for this agent. (Applies 
only to Generic 3 switches.)
Measures — DA_OLDESTCALL Threshold Description/Database Item or Calculation 
						

							   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 can set are as follows:
Threshold Description/Database Item or Calculation
Oldest Call WaitingDescription — Amount of time the oldest call to this 
split/skill has waited in queue. OLDESTCALL is the 
number of seconds the oldest split/skill ACD call has 
waited in queue or ringing.
Measures — OLDESTCALL
Number of Calls 
Waiting in QueueDescription — Number of calls queued to this 
split/skill. The computation measures the number of 
calls in queue or ringing at an agent position.
Measures — INQUEUE + INRING
Number of Calls 
AbandonedDescription — Number of calls that were queued to 
this split/skill and then abandoned. ABNCALLS is the 
number of calls offered to a split/queue which were 
subsequently abandoned by the caller.
Measures — ABNCALLS
Average Speed of 
Answer
a
Description — Number of seconds, on average, before 
a call to this split/skill is answered. Average speed of 
answer is the ANSTIME (time spent by callers in 
queue or ringing before being answered) divided by 
the ACDCALLS (number of calls queued to the 
split/skill that were answered by an agent at this 
split/skill).
Measures — AVG_ANSWER_SPEED 
						

							   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 
agents currently staffed for the skill.
Measures — FTE_AGENTS
Number of Calls 
Forced BusyDescription — Number of calls to the split/skill that 
were given a busy signal by the switch. 
Measures — BUSYCALLS
Number of Calls 
DisconnectedDescription — Number of calls to the split/skill that 
were disconnected by the switch.
Measures — DISCCALLS
Percent of Calls 
Answered in Service 
Level
a
Description — Percentage of ACD calls to the 
split/skill that were answered within the service level. 
Measures — PERCENT_SERV_LVL_SPL
Percent of Calls 
Abandoned
a
Description — Percentage of ACD calls to the 
split/skill that were abandoned.
Measures — PERCENT_CALL_ABAN
Number of Agents 
St a ff e dDescription — Number of agents logged into the 
split/skill.
Measures — STAFFED
Percent of Calls 
Answered*Description — Percent of ACD calls offered to the 
split/skill that were answered.
Measures — PERCENT_CALL_ANS Threshold Description/Database Item or Calculation 
						

							   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 
highlighted.
Measures — ABNCALLS1 through ABNCALLS10
Rolling Average Speed 
of AnswerDescription — Switch-based Rolling Average Speed 
of Answer for this split/skill. The Rolling Average 
Speed of Answer is the average speed of answer across 
intervals.
Measures — ASA
Expected Wait Time 
(Low)Description — Expected Wait Time for a call queued 
to this split/skill at a low priority level.
Measures — EWTLOW
Expected Wait Time 
(Medium)Description — Expected Wait Time for a call queued 
to this split/skill at medium priority level.
Measures — EWTMEDIUM
Expected Wait Time 
(High)Description — Expected Wait Time for a call queued 
to this split/skill at high priority level.
Measures — EWTHIGH
Expected Wait Time 
(Top)Description — Expected Wait Time for a call queued 
to this split/skill at top priority level.
Measures — EWTTOP
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 Highlights7-70
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:
Threshold Description/Database Item or Calculation
Number of Calls 
Abandoned During the 
IntervalDescription — Number of calls that were queued to 
this VDN and then abandoned.
Measures — ABNCALLS
Number of Calls 
Forced Busy During the 
IntervalDescription — Number of calls to the VDN that were 
given a busy signal by the switch.
Measures — BUSYCALLS
Number of Calls 
Disconnected During 
the IntervalDescription — Number of calls to the VDN that were 
disconnected by the switch via the vector “disconnect” 
command.
Measures — DISCCALLS
Oldest Call WaitingDescription — Number of seconds the oldest call has 
waited in this VDN.
Measures — OLDESTCALL
Number of Calls 
WaitingDescription — Number of calls queued to this VDN 
that have not been answered by an agent.
Measures — INPROGRESS - ATAGENT
Percent of Calls 
Answered in Service 
Level
a
Description — Percentage of ACD calls to the VDN 
that were answered within the service level.
Measures — 100*(ACCEPTABLE / INCALLS)
Percent of Calls 
Abandoned
a
Description — Percentage of ACD calls to the VDN 
that were abandoned.
Measures — 100*(ABNCALLS / INCALLS) 
						

							   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 of 
abandoned calls for the VDN reaches the threshold for 
any of the service level increments, the value for that 
service level increment is highlighted.
Measures — ABNCALLS1 through ABNCALLS10
Average Speed of 
Answer
a
Description — Number of seconds, on average, before 
a call to this VDN is answered. This value is the time 
callers spent in queue or ringing before being 
answered, divided by the number of calls queued to the 
VDN that were answered by an agent at this VDN.
Measures — AVG_ANSWER_SPEED
Average Talk Time
aDescription — Average length of time spent on ACD 
calls to the VDN.
Measures — AVG_ACD_TALK_TIME
Average Time to 
Abandon
a
Description — Average length of time callers waited 
before abandoning calls to the VDN.
Measures — AVG_ABANDON_TIME
Rolling Average Speed 
of AnswerDescription — Switch-based Rolling Average Speed 
of Answer for this VDN. The Rolling Average Speed 
of Answer is the average speed of answer across 
intervals.
Measures — ASA
a. Sample Size thresholds apply Threshold Description/Database Item or Calculation 
						

							   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 “
Setting 
Report Threshold Highlights” in this chapter for more information on 
threshold highlights.
lChoose or create a name format using {name} for Dictionary Name, 
{entity} for entity type, and {number} for entity number. The name format 
determines how items will be displayed in reports. For instance, if you 
select the name format of {entity}{number}, then all of the entities 
(splits/skills, ACDs, VDNs, vectors, trunks, trunk groups, call work codes, 
and AUX codes) that can be named in the Dictionary will display as the 
entity type and number instead of the Dictionary name. If you selected 
{name} as the name format, then the names that have been assigned to the 
entities in the Dictionary will display.