Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Group AUX Report4-23
.........................................................................................................................................................................................................................................................Agent Group AUX Report 
OverviewThe Agent Group AUX report shows the total staffed time, total AUX time, 
and AUX time for each reason code for all agents in an agent...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Group AUX Report4-24
Agent Group AUX report
descriptionThe following table describes the report fields:
Field Description Database Item, Calculation, or 
 
Date, Week 
Starting, or 
Month Starting The day, week, or month for which the report ran. 
You can make these selections in the report input 
window. ROW_DATE 
Date: The day for which the report was run (selected in 
the report input window).  ROW_DATE
Agent Group The name of the...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Group Summary Report4-25
.........................................................................................................................................................................................................................................................Agent Group Summary Report 
OverviewThe Agent Group Summary report summarizes the daily activities of 
every agent within a specific group. Agents in a group may share...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Group Summary Report4-26
Agent Group Summary
report descriptionThe following table describes the report fields. 
Report Heading Description Database Item, Calculation, or 

 Date, Week 
Starting,  or 
Month StartingThe day, week, or month that the report was run 
(selected in the report input window). ROW_DATE 
 Agent Group The name of the group of agents. You can make 
this selection in the report input window.No database item or...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Group Summary Report4-27
% Agent Occup 
w/o ACWThe overall occupancy of the selected agent 
group, expressed as a percent, not including the 
groups time in after call work.100 * (sum(I_RINGTIME + 
I_ACDTIME + 
I_ACDOTHERTIME + 
I_ACD_AUXOUTTIME + 
I_ACDAUXINTIME) / 
(sum(TI_STAFFTIME – 
TI_AUXTIME + 
I_ACDAUX_OUTTIME + 
I_ACDAUXINTIME)
 Extn In Calls The number of inbound extension calls that were 
completed by the agent during the...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Group Summary Report4-28
 ACD Time The total time that the agent spent talking on all 
ACD calls during the time period.sum(  I_ACDTIME +  
I_DA_ACDTIME), 
sum()
 ACW Time The total time that the agent spent in ACW for 
split/skill and direct agent ACD calls, as well as 
time in ACW not associated with a call. Includes 
time on extension calls.sum(  I_ACWTIME +  
I_DA_ACWTIME) 
sum()
Agent  Ring 
TimeThe total time that the agent spent...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Inbound/Outbound Report4-29
.........................................................................................................................................................................................................................................................Agent Inbound/Outbound Report 
OverviewThe Agent Inbound/Outbound Call report is a detailed breakdown of the 
inbound and outbound calls handled by an agent. The...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Inbound/Outbound Report4-30
Agent Inbound/
Outbound report
descriptionThe following table describes the report fields. 
Report Heading Description Database Item, Calculation, or 

 Agent 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. sum(ACD)
 Time (interval 
reports only)The intrahour intervals for which the report...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Inbound/Outbound Report4-31
 Extn In Calls The number of inbound extension calls that were 
completed by the agent during the period 
covered.
This includes calls received while the agent was 
in the following work modes:
•Auto-In or Manual-In
•ACW mode for ACD calls
•ACW mode that was not associated with a call
•AUX work mode.
sum(  ACWINCALLS +  
AUXINCALLS), 
sum
 Avg Extn In 
Tim eThe average length of this agents inbound 
extension...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Inbound/Outbound Report4-32
 Assists The number of calls that were referred to the 
supervisor by this agent during the specified time 
period.sum(  ASSISTS) 
 Trans Out The number of calls that were transferred by this 
agent to another destination during the specified 
time period (for Generic 3, any call transferred).sum(  TRANSFERRED) Report Heading Description Database Item, Calculation, or