Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Available Split/Skill Threshold Settings2-69
Average Talk TimeDescription —Average length of time spent on ACD 
calls to the split/skill. Measures — 
AVG_ACD_TALK_TIME
Average Time to 
AbandonDescription — Average length of time callers waited 
before abandoning calls to the split/skill.  Measures 
— AVG_ABANDON_TIME
Full Time Equivalent 
Agents Staffed Description — Number of total full-time equivalent 
agents currently staffed...

  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Available Split/Skill Threshold Settings2-70
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...

  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Available VDN Threshold Settings2-71
.........................................................................................................................................................................................................................................................Available VDN Threshold Settings
OverviewUse the data items in this section when setting VDN threshold highlights.
VDN threshold settingsAll of the...

  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Available VDN Threshold Settings2-72
Percent of Calls 
AnsweredDescription — Percentage of ACD calls offered to the 
VDN that were answered. Measures — 
100*[(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...

  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Report Options2-73
.........................................................................................................................................................................................................................................................Report Options
OverviewThis section describes what the Report Options tab can be used for.
FunctionsUse the Options tab to do the following actions:
•Set the ACD and...

  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Options General Tab2-74
.........................................................................................................................................................................................................................................................Options General Tab
OverviewThis section describes the Options General  tab.
Options general tab Important!The General tab is accessible when you 
are...

  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Options General Tab2-75
•Synchronize PC and CMS Time at Login — activate the check box 
for this selection to set the PCs clock to read the same time as the 
CentreVu CMS clock. If you do not activate this selection, your PC 
clock and the 
CentreVu CMS clock may not read the same time. 
This does not affect the 
CentreVu CMS clock.
•Use Sound — activate the check box for this selection to be alerted, 
by sound, when the...

  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Options Report Colors Tab2-76
.........................................................................................................................................................................................................................................................Options Report Colors Tab
OverviewThis section describes the Options Report Colors  tab.
Options report colors tab Important!The Report Colors tab is...

  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Options Report Colors Tab2-77
•Background — CentreVu Supervisor allows a choice of report 
background color:
•Use one of the following two choices:
– White — Select this radio button to make the background of all 
reports white.
– Automatic — Select this radio button to make the background 
of all reports match the color that you have set up for your 
system in Windows. 

  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Options Threshold Colors Tab2-78
.........................................................................................................................................................................................................................................................Options Threshold Colors Tab
OverviewThis section describes the Options Threshold Colors tab.
Options threshold colors
tabImportant!The Threshold...