Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Multi-ACD Report3-31
 Oldest Call 
WaitingThe length of time (in seconds) the oldest ACD 
call has waited in queue or ringing before being 
answered. This does not include direct agent 
calls. OLDESTCALL 
 Avg Speed 
AnswerThe average time calls waited in queue and 
ringing before an agent answered. This does not 
include direct agent calls, but it does include 
outbound ACD calls placed by an adjunct (also 
called outbound predictive dialing),...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Multi-ACD Report3-32
EWT Medium This heading contains EWT for the split/skill at 
medium priority. EWT is the wait time for the call 
when it is queued to the split/skill at medium 
priority. EWT measures only the time it takes to 
deliver the call to an agent. It does not include 
ringing time. If 
CentreVu CMS is connected to a 
switch previous to the Generic 3 Version 4 or if 
vectoring is not activated, the EWT headings 
and columns are...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Multi-ACD Report3-33
 Aban Calls The total number of queued calls for each split/
skill that abandoned before an agent answered. 
This includes calls that are ringing at a voice 
terminal but does not include direct agent calls. 
It also includes the number of outbound calls for 
each split/skill that abandoned at the far end 
before the agent answered, for the Generic 3 
switches with the ASAI feature only. ABNCALLS 
 Avg Aban Time The average...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Multi-ACD Report3-34
Agents in  
Other:The current number of agent positions that are 
doing other work. Agent positions show up as 
OTHER directly after the link to the switch 
comes up and directly after the agents log in 
before the 
CentreVu CMS is notified of the 
agents work state. For the Generic 3 switches 
with EAS, the agent did one of the following 
activities while in the Auto-in or Manual-In state: 
The agent put any call on hold...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Multi-ACD Top Agent Report3-35
.........................................................................................................................................................................................................................................................Multi-ACD Top Agent Report
OverviewThis report displays skill information for skills from multiple ACDs. Agent 
counts show top and backup agents. This report allows you...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Multi-ACD Top Agent Report3-36
Multi-ACD Top Agent
report input windowThe following figure shows an example of the Multi-ACD Top Agent input 
window. You must fill in the report input window to run the report. 
Multi-ACD Top Agent
report Input FieldsThe following table describes the input fields on real-time Multi-ACD Top 
Agent report input windows:
Field Definition
Skill: (for First 
through Sixth Skill)Fill in the names or numbers of the...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Multi-ACD Top Agent Report3-37
Multi-ACD Top Agent
report exampleThe following figure provides an example of the Multi-ACD Top Agent 
report: Refresh Every  
SecondsEnter the number of seconds from 3 to 600, to specify how 
rapidly 
CentreVu CMS should update the report data. The 
default for the Refresh Every  Seconds field in this window is 
your assigned minimum refresh rate plus 15 seconds. To find 
out what your minimum refresh rate is, or...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Multi-ACD Top Agent Report3-38
Multi-ACD Top Agent
report descriptionThe following table describes the report fields:
Report 
HeadingDescription Database Item, Calculation, or 

 Skill The name or number of the splits/skills selected 
for this report.syn(SPLIT)
 ACD The name or number of the ACD for which the 
data was collected.syn(ACD)
Skill State The current state of the skill, compared to the 
administered thresholds. This displays as...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Multi-ACD Top Agent Report3-39
 Aban Calls The number of calls that are abandoned by the 
caller when calls are in queue or when calls are 
ringing for this split/skill. This includes calls with 
talk times less than the phantom abandoned call 
timer value, if it is set. NOTE: When a call is 
queued to multiple splits/skills and abandons 
from the queue, only the primary split/skill 
increments ABNCALLS. (Calls that are ringing at 
an agents...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Multi-ACD Top Agent Report3-40
 Top Agents 
in OtherFor the Generic 3 switch, the agent did one of the 
following activities while in the Auto-in or Manual-
In state:
•The agent put any call on hold and performed no 
further action.
•The agent was on a direct agent call or in ACW for 
a direct agent call.
•The agent was dialing to place a call or to activate 
a feature.
•The agent had a personal call l ringing with no 
other activity.
 For the...