Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Overview4-3
Presentation of report
informationWhen you generate a historical report, the totals for the report columns 
are on the top line of the report under the headings.
There are four types of historical reports:
• Interval reports contain breakdowns of data by the interval you have 
defined. The report intervals can be 15, 30, or 60 minutes.  Interval 
reports can help you identify your high and low call volumes, and 
thereby manage your...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Reports4-4
Agent Reports
.........................................................................................................................................................................................................................................................Overview
PurposeThis section describes agent reports.
OrganizationThis following topics are described:
•General Information About Agent Reports
•Agent Report Selector...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
General Information About Agent Reports4-5
.........................................................................................................................................................................................................................................................General Information About Agent Reports
What an Agent report
containsThe Agent reports give you the following specific information about 
agents:
•Every...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
General Information About Agent Reports4-6
Agent Report selector
windowThe following figure is an example of the Agent Report selector window. 
The reports are explained in the same order as listed in the window. 

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Report Input Fields4-7
.........................................................................................................................................................................................................................................................Agent Report Input Fields
OverviewThe reports in this section use the Agent Report Input Windows. Specific 
input information is included with the reports. 
Agent report...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Report Input Fields4-8
Date: (daily, weekly, and 
monthly)Enter the dates for the days or the start dates for the weeks or the 
months that you would like the report to cover. 
•You can use the month/day/year (for example, 3/21/95).
•You can use a - offset based on todays date (for example, -1 for 
yesterday). You can also specify a range of dates (for example, 0 
through - 7).
•You can separate individual data entry items using a...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent AUX Report4-9
.........................................................................................................................................................................................................................................................Agent AUX Report 
OverviewThe Agent AUX (Auxiliary Work) report is based on the Agent Summary 
and Agent Attendance reports. This report shows the total staffed time, 
total AUX...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent AUX Report4-10
Agent AUX report
descriptionThe following table describes the report fields:
Field Description Database Item, Calculation, or 
 
Date, Week 
Starting, or 
Month StartingThe day, week, or month for which the report ran. 
You can make these selections in the report input 
window. ROW_DATE 
Agent Name: The name or login ID of the agent. You can make 
this selection in the report input window. syn(LOGID) 
ACD:  The ACD name or...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Attendance Report4-11
.........................................................................................................................................................................................................................................................Agent Attendance Report 
OverviewThe Agent Attendance report gives the total staffed time, ACD time, ACW 
time, AUX time, time in the ringing state, extension time,...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Attendance Report4-12
Agent Attendance report
descriptionThe following table describes the report fields:
Field Description Database Item, Calculation, or 
 
Agent Name: The name or login ID of the agent. You can make 
this selection in the report input window. syn(LOGID) 
ACD:  The ACD name or number for which the data was 
collected. syn(ACD) 
Date, Week, or 
Month StartingThe day, week, or month for which the report ran. 
You can make...