Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Reserve2 AUX Agents Report3-111
Level The skill level associated with the agents current 
WORKSKILL, when WORKSKILL is not null. 
Requires a Generic 3 Version 2 or later switch 
with the EAS feature. For 
CentreVu Advocate, in 
the cagent table, WORKSKLEVEL contains 
either a skill level (1-16) for a normal skill, or a 
reserve level (1 or 2) for a reserve skill. This 
WORKSKLEVEL applies to WORKSKILL.syn(WORKSKLEVEL)
Time The elapsed time since...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Skill AUX Report3-112
.........................................................................................................................................................................................................................................................Skill AUX Report
OverviewThis report shows, for one or more skills, the number of agents in AUX 
work with each reason code.
Things to know about
this reportHere are some things...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Skill AUX Report3-113
Skill AUX report
descriptionThe following table describes the report fields:
Report Heading Description Database Item, Calculation, or 

Skills: The name(s) or number(s) of the skills selected 
for the report. syn(SPLIT) 
Calls Waiting The number of 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...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Skill Status Report3-114
.........................................................................................................................................................................................................................................................Skill Status Report
OverviewThis report shows how long the oldest call has been waiting in queue, 
how many calls are currently waiting to be answered, the agent names, 
the...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Skill Status Report3-115
•A skill has only one or two agents logged in.
•A combination of the low call volume and a small number of agents 
logged in.
•The number of agents logged into a given skill suddenly increases 
or decreases substantially. EWT adjusts immediately, and you will 
see a big jump or fall in the EWT.
•A significant percentage of callers who are queued drop from queue, 
either from hanging up or from being answered, and no new...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Skill Status Report3-116
Skill Status report
example The following figure provides an example of a Skill Status Report:
Skill Status report
descriptionThe following table describes the report fields:
Report Heading Description Database Item, Calculation, or 

Skill  The name or number of the skill selected for the 
report. syn(SPLIT) 
Skill State The current state of the skill, compared to the 
administered thresholds. This displays as 
Normal,...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Skill Status Report3-117
Expected Wait 
Time (Pri): TopThis heading contains EWT for the skill at top 
priority. EWT is the wait time for the skill when a 
call is queued to the skill at top 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 switch or if vectoring is 
not activated, the EWT headings and...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Skill Status Report3-118
Expected Wait 
Time (Pri): LowThis heading contains EWT for the skill at low 
priority. EWT is the wait time for the skill when a 
call is queued to the skill at low 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 switch or if vectoring is 
not activated, the EWT headings and...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Skill Status Report3-119
Time  The elapsed time since the last agent 
WORKMODE change for any split/skill. This item 
is not reset if the DIRECTION changes, but 
WORKMODE remains the same. For example, if 
the agent goes from AUX to AUXOUT to AUX, 
AGTIME continues without resetting. AGTIME 
VDN Name 
(Shows data 
only if you have 
purchased the 
Vectoring 
feature.)The number or name of the VDN for which the 
report shows data. the Vector...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Skill Top Agent Report3-120
.........................................................................................................................................................................................................................................................Skill Top Agent Report
OverviewThis report is similar to the Split/Skill Report, but shows counts of agents 
for whom the skill is the top skill. It also shows a count of...