Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Call Profile Report3-81
% Within Service 
LevelThe percentage of split/skill ACD calls that were 
answered by an agent within the predefined 
service level. Calls offered to the split/skill 
include calls that were abandoned and calls that 
were not answered, but do not include direct 
agent calls. Calls that were not answered may 
include forced busy calls, forced disconnect 
calls, calls redirected to another destination,...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Call Profile Report3-82
ACD Calls This is the number of calls that were sent to the 
split/skill that were answered by an agent within 
each increment. 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. ACDCALLS1  Report Heading Description Database Item, Calculation, 
or  

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical EWT Report3-83
.........................................................................................................................................................................................................................................................Split/Skill Graphical EWT Report
OverviewThis report shows the current Expected Wait Time (EWT) for one or more 
of the splits or skills you specify.
Things to...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical EWT Report3-84
Split/Skill Graphical EWT
report exampleThe following figure provides an example of a Split/Skill Graphical EWT 
report:
Split/Skill Graphical EWT
report descriptionThe following table describes the report fields:
Report  Heading Description Database Item, Calculation, or 

Skill  The name or number of the skill that is selected 
for this report.syn(  SPLIT) 
Top  This heading contains EWT for the split/skill...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical EWT Report3-85
High  This heading contains EWT for the split/skill at 
high priority. EWT is the wait time for the call 
when it is queued to the split/skill at high 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...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Queue Report3-86
.........................................................................................................................................................................................................................................................Split/Skill Graphical Queue Report
OverviewThis report shows the number of calls waiting in queue, the amount of 
time that the oldest call has waited in queue,...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Queue Report3-87
Split/Skill Graphical
Queue report exampleThe following figure provides an example of a Split/Skill Graphical Queue 
report:
Split/Skill Graphical
Queue 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...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Queue Report3-88
Calls Waiting The number of split or skill ACD calls waiting to 
be answered. This includes calls that are in 
queue and calls that are ringing at an agent voice 
terminal. It does not include direct agent calls for 
the Generic 3 switch. INQUEUE +  INRING
Oldest Call 
WaitingThe length of time (in seconds) the oldest ACD 
call has waited in queue or ringing (at an agent 
voice terminal for each split/skill...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Skill Overload Report3-89
.........................................................................................................................................................................................................................................................Split/Skill Graphical Skill Overload Report
OverviewThis report is only available for customers who have DEFINITY ECS R6 
or later switches with Expert...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Skill Overload Report3-90
Split/Skill Graphical Skill
Overload report exampleThe following figure is an example of a Graphical Skill Overload report:
Split/Skill Graphical Skill
Overload 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...