Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Setting Report Threshold Highlights2-59
.........................................................................................................................................................................................................................................................Setting Report Threshold Highlights
OverviewReport threshold highlights let you set visual flags to key you when a real-
time data item is out...

  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Set Report Threshold Highlights2-60
.........................................................................................................................................................................................................................................................Set Report Threshold Highlights
Before you startThe procedure in this section are used to set report threshold highlights.
Important!When a data...

  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Set Report Threshold Highlights2-61
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3Select Threshold Settings from the right mouse button or from the 
Tools menu....

  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Set Report Threshold Highlights2-62
– 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...

  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Tips for Setting Report Threshold Highlights2-63
.........................................................................................................................................................................................................................................................Tips for Setting Report Threshold Highlights
OverviewUse the tips in this section when setting report threshold highlights.
Tips for...

  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Tips for Setting Report Threshold Highlights2-64
•There are two ways data is affected:
– 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...

  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Available Agent Threshold Settings2-65
.........................................................................................................................................................................................................................................................Available Agent Threshold Settings
OverviewUse the data items in this section when setting agent threshold highlights.
Agent threshold...

  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Available Agent Threshold Settings2-66
Time in ACD-IN State Description — Amount of time the agent is in 
the ACD-IN state.  Measures — DURATION 
while AGSTATE =  ACD-IN
Time in ACD-OUT State Description — Amount of time the agent is in 
the ACD-OUT state.  Measures — DURATION 
while AGSTATE =  ACD-OUT
Time in DACD State Description — Amount of time the agent is in 
the DACD state. Measures — DURATION 
while AGSTATE = DACD
Time...

  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Available Agent Threshold Settings2-67
Time in ACW WorkmodeDescription — 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
Time in AVAIL Workmode Description — Amount of time the agent is in 
the AVAIL workmode, including incoming and...

  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Available Split/Skill Threshold Settings2-68
.........................................................................................................................................................................................................................................................Available Split/Skill Threshold Settings
OverviewUse the data items in this section when setting split/skill threshold 
highlights....