Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Staffing Profile Report3-91
.........................................................................................................................................................................................................................................................Split/Skill Graphical Staffing Profile Report
OverviewThis report is available only for customers who have DEFINITY ECS R6 
or later switches with EAS...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Staffing Profile Report3-92
Split/Skill Graphical
Staffing Profile report
exampleThe following figure is an example of a Graphical Staffing Profile report:
Split/Skill Graphical
Staffing Profile 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...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Staffing Profile Report3-93
Top Agents 
(AUX)The number of top agents logged into the skill 
who are in the AUX work mode. This includes 
agents on AUXIN/AUXOUT calls. Available on 
Generic 3 switches with the EAS feature for top 
skills. However, “top” database items are only 
significant for Generic 3 switches and the ECS 
with EAS. TINAUX includes TINAUX0, TINAUX1-
9, TONACDAUXOUT, TONAUXIN, and 
TONAUXOUT. TINAUX 
Top...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Staffing Profile Report3-94
Flex Agents 
(Other) The number of flex agents in the OTHER state. 
Requires 
DEFINITY ECS R6 or later with 
CentreVu Advocate.  FOTHER 
Flex Agents 
(Active)The number of flex agents on ACD calls, plus the 
number of flex agents in ACW, plus the number 
of flex agents with this skill that have an ACD call 
ringing.    FONACD + FINACW + 
FA G IN R IN G
Reserve1 
Agents (AUX)The number of reserve1...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Status Report3-95
.........................................................................................................................................................................................................................................................Split/Skill Graphical Status Report
OverviewThis report shows the status of the agent, the amount of time in an agent 
state, and the split/skill statistics for...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Status Report3-96
Split/Skill Graphical
Status report exampleThe following figure provides an example of a Split/Skill Graphical Status 
report:
Split/Skill Graphical
Status report descriptionThe following table describes the report fields:
Report 
HeadingDescription Database Item, Calculation, or 

Split/Skill: The name or number of the split(s)/skill(s) selected 
for this report. syn(SPLIT) 
Level  The skill level...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Status Report3-97
Agent Name The name(s) of the agent(s) assigned to this split/
skill and logged in (or their login IDs if names have 
not been assigned to them in Dictionary).syn(LOGID)
State  The current work mode (state) the agent is in 
(AVAIL, ACD, ACW, AUX, DACD, DACW, 
RINGING, UNKNOWN, OTHER, UNSTAFF) and 
the call direction (blank, IN, or OUT).syn(  WORKMODE) and  
syn(DIRECTION) 
Time  The elapsed time since the...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Status Report3-98
Oldest Call 
Waiting:The length of time (in seconds) the oldest ACD call 
has waited in queue or ringing (at an agent voice 
terminal for each split/skill in the report) before 
being answered. This does not include direct agent 
calls. OLDESTCALL 
Avg Speed 
Ans:The average time calls waited in queue or ringing 
before an agent answered. This does not include 
direct agent calls, but it does include...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Top Skill Status Report3-99
.........................................................................................................................................................................................................................................................Split/Skill Graphical Top Skill Status Report
OverviewThis report, available only with EAS, contains a table of top agents and 
their work state, a...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Top Skill Status Report3-100
The three-dimensional pie chart contains the following information:
•The composite status of top agents for the skill in each of the work 
states.
•A legend in which a different color corresponds to each of the work 
states.
•Above the chart is the Top Agents in AUX heading.
Split/Skill Graphical Top
Skill Status report
exampleThe following figure provides an example of the Split/Skill Graphical...