Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Skill Top Agent Report3-121
Skill Top Agent report
descriptionThe following table describes the report fields:
Report Heading Description Database Item, Calculation, or 

Skills: The name or number of the skill selected for this 
report.syn(SPLIT)
Skill State Current state of this skill, compared to the 
administered thresholds. Requires ECS R6 or 
later with 
CentreVu Advocate. syn(SKSTATE)
Calls Waiting This is the number of skill ACD calls...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Skill Top Agent Report3-122
Aban Calls The total number of queued calls for each skill 
that were abandoned before an agent answered. 
This includes calls that are ringing at a voice 
terminal but does not include direct agent calls. It 
also includes the number of outbound calls for 
each skill that abandoned at the far end before 
an agent answered. For the Generic 3 switches 
with the ASAI feature only. ABNCALLS1-10 
Avg Aban Time The average...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Skill Top Agent Report3-123
Top Agents in 
OtherThe current number of top agent positions that 
are doing other work.
For the Generic 3 switch the agent did one of the 
following activities while in the Auto-in or Manual-
In state:
•The agent put any call on hold and performed no 
further action.
•The agent is on a direct agent call or in ACW for a 
direct agent call.
•The agent is dialing to place a call or to activate a 
feature.
•The agent...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Skill Top Agent Report3-124
Reserve1 
Agents StaffedNumber of agents staffing this skill as reserve1. 
Requires ECS R6 or later with 
CentreVu 
Advocate. R1STAFFED
Reserve2 
Agents StaffedNumber of agents staffing this skill as reserve2. 
Requires ECS R6 or later with 
CentreVu 
Advocate. R2STAFFED Report Heading Description Database Item, Calculation, or 
 

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split Status Report3-125
.........................................................................................................................................................................................................................................................Split Status Report
OverviewThis report shows how long the oldest call in queue has been waiting, 
how many calls are currently waiting to be answered, the agent names, 
the...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split Status Report3-126
•The number of agents logged into a given split 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 calls 
are queued. For example, in a vector with time-of-day routing, after 
a specified time no more calls are routed to a...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split Status Report3-127
Split Status report
exampleThe following figure provides an example of the Split Status report:
Split Status report
descriptionThe following table describes the report fields:
Report Heading Description Database Item, Calculation, or 

Split  The name or number of the split selected for the 
report. syn(SPLIT) 
Calls Waiting The number of split ACD calls waiting to be 
answered. This includes calls that are in queue 
and...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split Status Report3-128
Expected Wait 
Time (Pri): TopThis heading contains EWT for the split at top 
priority. EWT is the expected wait time for the 
split when a new call is queued to the split 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...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split Status Report3-129
Agent Name The name(s) of the agent(s) assigned to the split 
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, 
such as AVAIL, ACD, ACW, AUX, DACD, DACW, 
RINGING, UNKNOWN, OTHER, or UNSTAFF, 
and the call direction (BLANK, IN, or OUT). WORKMODE and  DIRECTION 
Split(s) The split associated with the call or the ACW...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Report3-130
.........................................................................................................................................................................................................................................................Split/Skill Report
OverviewThe Split/Skill report simultaneously displays real-time call-handling 
information on a number of splits or skills. It allows the supervisor to...