Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Drill-Down Top Agent Work State Report3-171
Drill-down Top Agent
Work State report
exampleThe following figure provides an example of the Top Agent Work State 
report: 

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Drill-Down Top Agent Work State Report3-172
Drill-down Top Agent
Work State report
descriptionThe following table describes the report fields:
Report Heading Description Database Item, Calculation, or 

Skill:  The name or number of the skill (up to 20 
characters) that is 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...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Drill-Down Top Agent Work State Report3-173
Active Skill This skill is active when the agent is:
•On a split/skill, on a direct agent ACD call, or in 
ACW. This is the split/skill associated with the call 
or ACW.
•Available, in AUX or in OTHER state. This is null 
(blank).
•On an AUXIN/AUXOUT call. This is the 
OLDEST_LOGIN split/skill.
•On an AUXIN/AUXOUT call from the available 
state, while in AUX or with an AUXIN/AUXOUT 
call from the...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Drill-Down Work State Report3-174
.........................................................................................................................................................................................................................................................Drill-Down Work State Report
OverviewThis report shows all of the agents who are in the specified work state 
and the time in state.
This report is available on all...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Drill-Down Work State Report3-175
Drill-down Work State
report exampleThe following figure provides an example of the Work State report: 

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Drill-Down Work State Report3-176
Drill-down Work State
report descriptionThe following table describes the report fields:
Report Heading Description Database Item, Calculation, or 

Split/Skill The name or number of the skill that is 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
Drill-Down Work State Report3-177
Active Split/Skill This skill is active when the agent is:
•On a split/skill, on a direct agent ACD call, or in 
ACW. This is the split/skill associated with the call 
or ACW.
•Available, in AUX or in OTHER state. This is null 
(blank).
•On an AUXIN/AUXOUT call from the available 
state, while in AUX or with an AUXIN/AUXOUT 
call on hold. This is the OLDEST_LOGIN split/
skill.
•On an AUXIN call with an ACD call...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Drill-Down Work State Report3-178 

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Overview4-1
4 Historical Reports
.........................................................................................................................................................................................................................................................Overview
PurposeThis chapter is written for supervisors who use CentreVu Supervisor 
historical reports to effectively run the call center. Historical reports can be...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Overview4-2
•Input Window - includes input field definitions specific to each report. 
•Sample Report - provides an example of the report. A table provides 
report headings, field definitions, and the corresponding database 
item.
A short summary and example of each historical report is included in this 
chapter.
Diagram of historical
reporting systemThe following diagram shows how the Historical reporting system is 
structured. This section...