Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Report3-131
Split/Skill report exampleThe following figure provides an example of the Split/Skill report:
Split/Skill report
descriptionThe following table describes the report fields:
Report 
HeadingDescription Database Item, Calculation, or 

Splits/Skills The name or number of the split(s)/(skill(s) 
selected for the report. syn(SPLIT) 
Skill State The current state of the skill, compared to the 
administered thresholds. This...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Report3-132
Avg Speed  Ans The average time calls waited in queue and ringing 
before an agent answered. This does not include 
direct agent calls, but it does include outbound 
ACD calls placed by an adjunct (also called 
outbound predictive dialing), for the 
DEFINITY 
ECS Generic 3 with ASAI only. ANSTIME/  ACDCALLS  

ACD Calls The ACD calls that were queued to the split/skill 
and answered by an agent. This does not include...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Report3-133
Agents in ACW  The number of agents who are in the after call 
work state for each split/skill. This includes agents 
on ACWIN or ACWOUT calls and agents in ACW 
not associated with an ACD call. INACW
Agents in Other The current number of agent positions that are 
doing other work.
For the Generic 3 switches with EAS, the agent did 
one of the following activities while in the Auto-in or 
Manual-In state: 
•The agent put...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill by Location Report3-134
.........................................................................................................................................................................................................................................................Split/Skill by Location Report
OverviewThe Split/Skill by Location report supports the Agent Site Tracking feature 
introduced with R3V8 CMS and R8 Supervisor. This...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill by Location Report3-135
Split/Skill by Location
report descriptionThe following table describes the report fields:
Report Heading Description Database Item, Calculation, or 

Location ID The location ID(s) associated with the agent. This 
ID is not associated with the agent personally, but 
rather with the terminal the agent is logged into. It 
is also associated with a port network location ID 
on 
DEFINITY. If the Agent Site...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Top Agent Status Report3-136
.........................................................................................................................................................................................................................................................Split/Skill Top Agent Status Report
OverviewThis report is the same as the Skill Status Report, except that it only 
shows status for agents for whom the...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Top Agent Status Report3-137
Split/Skill Top Agent
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 this 
report.syn(SPLIT)
Skill State The current state of the skill, compared to the 
administered thresholds. This displays as 
Normal, Overload 1, and Overload 2 on the 
report. Requires 
DEFINITY...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Top Agent Status Report3-138
Expected Wait 
Time (Pri): High:This heading contains EWT for the skill at high 
priority. EWT is the wait time for the skill when a 
call 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 switch or if 
vectoring is not...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Top Agent Status Report3-139
AUX Reason The reason associated with the auxiliary work 
state of this agent (for example, lunch, break, 
meeting, or training). This field is blank if the 
agent is not in the AUX state.syn(AUXREASON)
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)...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Agent Status by Location Report3-140
.........................................................................................................................................................................................................................................................Split/Skill Agent Status by Location Report
OverviewThis report shows the agent status on a selected skill, by location ID. This 
report supports the...