Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Queue/Agent Status Report3-51
Queue/Agent Status
report descriptionThe following table describes the report fields:
Report Heading Description Database Item, Calculation, or 

Split/Skill The name or number of the split or skill selected 
for this report.syn(SPLIT)
Skill State Current state of this skill, compared to the 
administered thresholds.  Requires ECS R6 or 
later with 
CentreVu Advocate. syn(SKSTATE)
Calls Waiting The total number of...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Queue/Agent Status Report3-52
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 voice...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Queue/Agent Status Report3-53
Agents in Other The current number of agent positions that are 
doing other work. For 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 is on a direct agent call or in ACW for a 
direct agent call. The agent is dialing to place a 
call or to activate a feature.  The agent has a...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Queue/Agent Status Report3-54
 Split/Skill The skill and level associated with the split/skill or 
direct agent ACD call that the agent is on or the 
ACW session.
WORKSKILL is the OLDEST_LOGON:
•When an agent is on an AUXIN/AUXOUT call 
from the available state, while in AUX or with an 
AUXIN/AUXOUT call on hold
•When an agent is on an AUXIN call with an ACD 
call on hold.
 When an agent is on an AUXOUT call with an 
ACD call on hold, this is...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Queue/Agent Summary Report3-55
.........................................................................................................................................................................................................................................................Queue/Agent Summary Report
OverviewThis report summarizes the splits/skills queue status (for example, how 
many calls are waiting in queue). It also summarizes the...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Queue/Agent Summary Report3-56
Queue/Agent Summary
report descriptionThe following table describes the report fields:
Report  Heading Description Database Item, Calculation, or 

 Split/Skill The name or number of the splits/skills 
selected for this report.syn(SPLIT)
Skill State The current state of the skill, compared to the 
administered thresholds. This displays as 
Normal, Overload 1, and Overload 2 on the 
report. Requires 
DEFINITY ECS R6...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Queue/Agent Summary Report3-57
Agents Ringing: The current number of agents that are 
available and have ACD calls (including direct 
agent calls) ringing at their voice terminal but 
have not yet answered. If the agent places a 
call or answers an extension call, the agent is 
shown in the AUX work state, rather than in 
the ringing state.AGINRING
Agents on ACD 
Calls:The total number of agents that are connected 
to inbound and outbound ACD...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Reports3-58
Split/Skill Reports
.........................................................................................................................................................................................................................................................Overview
PurposeFrom the Real-Time Split/Skill menu you can select Split Status (non- 
EAS) or Skill Status (EAS), Split/Skill Report, or Call Profile....

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
General Information About Split/Skill Reports3-59
.........................................................................................................................................................................................................................................................General Information About Split/Skill Reports
Organization of split/skill
reportsThe following list shows how the Split/Skill reports are organized in...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Report Selector Window and Input Fields3-60
.........................................................................................................................................................................................................................................................Split/Skill Report Selector Window and Input Fields
OverviewThe split/skill report selector window and the split/skill report input 
window are...