Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Agent Report3-11
Agent report descriptionThe following table describes the report fields:
Field Definition Database Item, Calculation, or 

Split/Skill The name or number of the split/skill selected for 
this report.syn(SPLIT)
Agent Name The name(s) of the agent(s) assigned to this split/
skill and logged in (or their login IDs if names 
have not been assigned to them in Dictionary).syn(LOGID)
Login ID The login identification of the agent....

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Agent Report3-12
Time The elapsed time since the last agent 
WORKMODE change for any split/skill. This item 
is not reset if the DIRECTION changes, but 
WORKMODE remains the same. For example, if 
the agent goes from AUX to AUXOUT to AUX, 
AGTIME continues without resetting.AGTIME
VDN Name 
(Shows data 
only if you 
have the 
Vectoring 
feature) The number or name of the VDN for which the 
report shows data. The Vector Directory Number 
(VDN)...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Agent Information Report3-13
.........................................................................................................................................................................................................................................................Agent Information Report
OverviewThe Agent Information report displays real-time information and statistics 
for the specified agent.
This version of the Agent Information...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Agent Information Report3-14
Agent Information report
exampleThe following figure provides an example of the Agent Information report:
Agent Information report
descriptionThe following table describes the report fields:
Field Definition Database Item, Calculation, or 

Agent Name The name(s) of the agent(s) assigned to this split/
skill and logged in (or their login IDs if names have 
not been assigned to them in Dictionary).syn (LOGID)
Login ID...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Agent Information Report3-15
Active Split The split is active when the agent is:
•On a split/skill, on a direct agent ACD call, or in 
ACW-this is the split/skill associated with the call or 
ACW.
•Available, in AUX or in OTHER states, this is null 
(blank).
•On an AUXIN/AUXOUT call-this is the 
OLDEST_LOGON split/skill.  
•On an AUXIN/AUXOUT call from the available state, 
while in AUX or with an AUXIN/AUXOUT call from 
the available state,...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Agent Information Report3-16
ACD The time during the collection interval that the 
agent was talking on ACD calls for the SPLIT.sum ()
 ACW The time during the collection interval that the 
agent was in after call work (ACW). This includes 
ACW for split ACD calls and ACW not associated 
with the call.sum(
 AUX The time during the collection interval that the 
agent was in the AUX work state in all splits/skills 
or on AUXINCALLS or...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Graphical Information Report3-17
.........................................................................................................................................................................................................................................................Graphical Information Report
OverviewThe Graphical Information report displays real-time information and 
statistics for the specified agent.
Things to know about
this...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Graphical Information Report3-18
Graphical Information
report exampleThe following figure provides an example of the Graphical Information 
report:
Graphical Information
report descriptionThe following table describes the report fields:
Field Definition Database Item, Calculation,  
or 
Agent The name(s) of the agent(s) assigned to this split/
skill and logged in (or their login IDs if names have 
not been assigned to them in...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Graphical Information Report3-19
Time The elapsed time since the last agent WORKMODE 
change for any split/skill. This item is not reset if the 
DIRECTION changes, but WORKMODE remains 
the same. For example, if the agent goes from AUX 
to AUXOUT to AUX, AGTIME continues without 
resetting.AGTIME
Active Skill The skill is active when the agent is:
•On a split/skill, on a direct agent ACD call, or in ACW. 
This is the split/skill associated with...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Graphical Information Report3-20
Call Handling 
PreferenceThe agents call handling preference. Values are 
blank, skill level (LVL) or greatest need (NEED), or 
percent allocation (PCNT). syn(PREFERENCE)
 ACD Calls The ACD calls that were queued to the split/skill and 
answered by an agent during the current interval. 
This does not include direct agent calls, but it does 
include ACD calls placed by an adjunct (also called 
outbound predictive...