Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Real-Time Graphical Allocated Agents Report3-71
Graphical Allocated
Agents report
descriptionThe following table describes the report fields:
Report  Heading Description Database Item, Calculation, or 

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

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Real-Time Graphical Allocated Agents Report3-72
Standard Agents 
(staffed) The current number of POSITIONS that are 
staffed (logged in), minus the number of agents 
staffing this skill as reserve1, minus the number 
of agents staffing this skill as reserve2. STAFFED - R1STAFFED - 
R2STAFFED 
Reserve1 Agents 
(active) The number of reserve1 agents on ACD calls, 
plus the number of reserve1 agents in ACW, plus 
the number of reserve1 agents with...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical AUX Agents Report3-73
.........................................................................................................................................................................................................................................................Split/Skill Graphical AUX Agents Report
This report, which is available only with the DEFINITY ECS release, 
shows all agents with this skill who are in...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical AUX Agents Report3-74
This report shows the following two-dimensional pie chart information for 
the number of agents in AUX for each reason code for that skill:
•The pie charts legend shows the synonym for each reason code 
and its corresponding color of the pie.
•The legend is sorted in ascending order by the reason code, with the 
customer-defined synonym for reason code 0 at the bottom.
•The number of agents are shown...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical AUX Agents Report3-75
Agents in AUX: The current number of agent positions that are in 
AUX mode for this skill or on AUX-IN/AUX- OUT 
calls. INAUX
Reason Code 0 The current number of positions that are in auxiliary 
work with reason code zero (0) for this skill or on 
AUXIN/AUXOUT calls. Reason code 0 is for 
system AUX work when reason codes are active ( 
DEFINITY ECS with EAS and later). INAUX0 
Reason Code 
1-9The...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical AUX Top Agents Report3-76
.........................................................................................................................................................................................................................................................Split/Skill Graphical AUX Top Agents Report
OverviewThis report, which is available only with the DEFINITY ECS release, 
shows top agents with this...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical AUX Top Agents Report3-77
•The number of agents are shown inside each slice of the pie.
•The legend is sorted in ascending order by reason code number, 
with the customer-defined synonym for reason code 0 at the bottom.
Split/Skill Graphical AUX
Top Agents report
exampleThe following figure provides an example of a Split/Skill Graphical AUX 
Top Agents report:
Split/Skill Graphical AUX
Top Agents report
descriptionThe...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical AUX Top Agents Report3-78
Top Agents in 
AUX:The number of top agents logged into the skill 
who are in the AUX work mode. This includes 
agents on AUXIN/AUXOUT calls. INAUX
Reason Code 0 The current number of positions that are in 
auxiliary work with reason code zero (0) for this 
skill or on AUXIN/AUXOUT calls. Reason code 
0 is for system AUX work when reason codes 
are active ( 
DEFINITY ECS with EAS and later). NAUX0...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Call Profile Report3-79
.........................................................................................................................................................................................................................................................Split/Skill Graphical Call Profile Report
OverviewThis report shows how well the split or skill you specify is performing 
compared to your call centers...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Call Profile Report3-80
Split/Skill Graphical Call
Profile report exampleThe following figure provides an example of a Split/Skill Graphical Call 
Profile report:
Split/Skill Graphical 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) 
Secs:  The...