Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Report Selector Window and Input Fields3-61
Refresh Every  Seconds Enter the number of seconds (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 to 
change it, check with your 
CentreVu CMS administrator.
Enable Report Thresholds Check...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Call Profile Report3-62
.........................................................................................................................................................................................................................................................Split/Skill Call Profile Report
OverviewThis report shows the wait times of incoming calls that are answered and 
abandoned in a split or skill during the current...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Call Profile Report3-63
Split/Skill Call Profile
report descriptionThe following table describes the report fields:
Report Heading Description Database Item, Calculation, 
or 
Split/Skill The name or number of the split/skill selected 
for this report. syn(SPLIT) 
% Within Service 
LevelThe percentage of split/skill ACD calls that were 
answered by an agent within the predefined 
time. Calls offered to the split/skill include calls...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Call Profile Report3-64
(Total) ACD Calls The total number of ACD calls that were sent to 
the split/skill that were answered by an agent in 
the split/skill. This includes outbound ACD calls 
placed by an adjunct (also called outbound 
predictive dialing), for the Generic 3 with ASAI 
only. For the Generic 3 switches, it does not 
include direct agent calls. ACDCALLS 
Avg Speed Ans The average time calls waited in queue and 
ringing...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Real-Time Graphical Active Agents Report3-65
.........................................................................................................................................................................................................................................................Real-Time Graphical Active Agents Report
OverviewThis report, which is available only for customers who have DEFINITY 
ECS R6 or later switches with EAS...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Real-Time Graphical Active Agents Report3-66
Graphical Active Agents
report exampleThe following figure provides an example of a Graphical Active Agents 
report:
Graphical Active Agents
report descriptionThe following table describes the report fields:
Report Heading Description Database Item, Calculation, 
or 
Split/Skill The name or number of the split/skill selected 
for this report. syn(SPLIT) 
Top Agents 
Staffed:The current number of top...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Real-Time Graphical Active Agents Report3-67
Skill State The current state of the skill, compared to the 
administered thresholds. Requires 
DEFINITY 
ECS R6 or later with 
CentreVu Advocate. syn(SKSTATE)  
Reserve1 Agents 
Staffed: The number of agents staffing this skill as 
reserve1. Requires 
DEFINITY ECS R6 or later 
with 
CentreVu Advocate.  R1STAFFED 
Reserve2 Agents 
Staffed: The number of agents staffing this skill as 
reserve2....

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Real-Time Graphical Active Agents Report3-68
—Agents Active 
chart—Top Agents The number of top agents logged into the skill, 
who are on inbound and outbound ACD, plus 
the number of top agents who are in ACW for 
ACD calls, plus the number of top agents who 
have ACD calls ringing and are not doing 
anything else. TONACD + TINACW + 
TAGINRING  
—Agents Active 
chart—Flex 
Agents The number of flex agents on ACD calls, plus 
the number of flex...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Real-Time Graphical Allocated Agents Report3-69
.........................................................................................................................................................................................................................................................Real-Time Graphical Allocated Agents Report
OverviewThis report, which is available only for customers who have DEFINITY 
ECS R6 or later switches with...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Real-Time Graphical Allocated Agents Report3-70
Graphical Allocated
Agents report exampleThe following figure provides an example of a Graphical Allocated Agents 
report: