Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

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VDN Skill Preference Report   4-168
Things to know about this report   4-168
VDN Skill Preference report example   4-168
VDN Skill Preference report description   4-169
Vector Report  4-172
Overview  4-172
Organization  4-172
General Information About the Vector Report  4-173
Organization of the Vector Report  4-173
Vector Report selector window  4-173
Vector Report Input Fields  4-174
Vector report input fields  4-174
Vector Report  4-175
Things to know...

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Things to know about this report  5-13
Agent Information report example  5-14
Agent Information report description   5-14
Split/Skill Reports   5-17
Overview  5-17
General Information About Split/Skill Reports  5-18
Organization of this section  5-18
Organization of Split/Skill reports   5-18
Split/Skill Reports Selector Window and Input Fields  5-19
Split/Skill reports selector window  5-19
Split/Skill report input fields   5-19
Split/Skill Comparison...

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GL Glossary GL-1...

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  Preface CentreVu®  Supervisor Version 8 Reports
P-1
Preface
PurposeThis book describes the Call Center reports that are generated through the 
CentreVuÒ Supervisor software.
The book includes:
•A description of each CentreVuÒ Supervisor report
•An example of each CentreVuÒ Supervisor report
•Definitions of all report fields
•Tips for customizing specific CentreVuÒ Supervisor reports.
Reason for reissueThis document is being reissued to comply with 
CentreVuÒ Call Management 
System (CMS) Release 3...

  Preface CentreVu®  Supervisor Version 8 Reports
P-2
•A File name is in monospaced type.
•A Subsystem Reference is always in initial capital letters.
•A Window Title is always in initial capital letters.
Related documentationThe following documents can help you use the CentreVu
Ò CMS software 
to its maximum capability. Those most closely related to this document 
are the Administration and Report Designer documents.
•CentreVuÒ Call Management System Release 3 Version 8 
Administration (585-210-910)...

  Introduction CentreVu®  Supervisor Version 8 Reports
Overview1-1
1 Introduction
.........................................................................................................................................................................................................................................................Overview
PurposeThis chapter is written for any CentreVu Supervisor Release 8 user who 
accesses the Real-Time, Historical, and Integrated reports subsystems. It 
outlines how...

  Introduction CentreVu®  Supervisor Version 8 Reports
Overview1-2
Table 1-1 CentreVu Reports
Report Name Real-Time Historical  Integrated
Agent Attendance•
Agent AUX •
Agent Event Count •
Agent Graphical Information •
Agent Graphical Time Spent •
Agent Group Attendance •
Agent Group AUX •
Agent Group Summary • 
Agent Group Report • 
Agent Inbound/Outbound •
Agent Information  •
Agent Login/Logout (Skill) •
Agent Login/Logout (Split) • 
Agent Split/Skill •
Agent Status by Location •
Agent Summary •
Agent...

  Introduction CentreVu®  Supervisor Version 8 Reports
Overview1-3
Graphical Busy/Abandon/ Disconnect•
Graphical Maximum Delay •
Graphical Multi-ACD Service Level Daily •
Graphical Queue •
Graphical Split/Skill Call Profile •
Graphical Staffing Profile • 
Graphical VDN Call Profile  •
VDN Call Handling •
Graphical Skill Overload •
Graphical Split/Skill View •
Multi-ACD • •
Multi-ACD by Split/Skill •
Multi-ACD Call Flow by VDN •
Multi-ACD Top Agent •
Outbound Split/Skill •
Queue/Agent Status •
Queue/Top...

  Introduction CentreVu®  Supervisor Version 8 Reports
Overview1-4
Split/Skill Graphical AUX Agents•
Split/Skill Graphical AUX Top Agents •
Split/Skill Graphical Call Profile • •
Split/Skill Graphical EWT •
Split/Skill Graphical Service Level •
Split/Skill Graphical Status •
Split/Skill Graphical Time Spent •
Split/Skill Graphical Top Skill Status •
Split/Skill Outbound •
Split/Skill Queue •
Split/Skill Service Level  •
Split/Skill Status •
Split/Skill Summary • 
System •
System Multi-ACD • 
System...