Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Summary Report4-43
Other Time The time the agent spent doing other work in all 
splits/skills. For 
DEFINITY ECS switches, agents 
are doing other work while in Auto-In or Manual-
In if they:
•Put any call on hold while not doing any other 
activity. 
•Dial to place a call or to activate a feature.
•Have a personal call ringing with no other activity.
Agent positions show up as OTHER directly after 
the link to the switch comes up and...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Trace by Location Report4-44
.........................................................................................................................................................................................................................................................Agent Trace by Location Report 
OverviewThe Agent Trace by Location report lists each agent activity and the time 
it occurred, by agent location ID. This...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Trace by Location Report4-45
Date  The day that the event (state change) was 
recorded. ROW_DATE 
Time  The time of day that the event started.  EVENT_TIME
  Seq The sequence number of the event. Agent events 
which occur in the same second are assigned 
increasing sequence numbers, so the order in 
which they occurred can be determined. WMODE_SEQ
Location  ID The location ID(s) associated with the agent. This 
ID is not associated with...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Trace by Location Report4-46
Rec  This indicates whether the agent reconnected to 
the call (for example, the agent put a call on hold 
and then retrieved the call from hold). RECONNECT 
Malicious Call The agent activated malicious call trace. This 
applies to 
DEFINITY  ECS Generic 3.MCT
Rls The agent released the ACD call. This is always 
true for ACD calls the agent transferred or 
conferenced. This only applies to 
DEFINITY ECS 
and...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Other Reports4-47
Other Reports
.........................................................................................................................................................................................................................................................Overview
PurposeThis section describes Other reports.
OrganizationThis following topics are described:
•General Information About Other Reports
•Call Records Report...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
General Information About Other Reports4-48
.........................................................................................................................................................................................................................................................General Information About Other Reports
What an Other Report
containsCentreVu Supervisor Other reports give you access to specific 
information on call...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Call Records Report4-49
.........................................................................................................................................................................................................................................................Call Records Report
OverviewThe Call Records report allows you to view selected information about 
each call. For example, you might have a caller that complained about 
being...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Call Records Report4-50
Call Records report input
fieldsThe following table describes the fields on the input window. You must fill 
in the window to run the report.
Call Records report
exampleThe following figure provides an example of a Call Records Report. Field Definition
Start date: Enter the date from which you want the reporting period to start. The 
report runs for all calls answered by the ACD from the Start date and 
Start time...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Call Records Report4-51
Call Records report
descriptionThe following table describes the report fields for the time period covered 
by the report. 
Report 
HeadingDescription Database Item, 
Calculation, or 

Date: The day, week, or month for which the report ran. You 
can make these selections in the report input window.ROW_DATE
ACD The number of the ACD that handled this call. syn(ACD)
Call ID A unique number assigned to this call and all its...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Call Records Report4-52
Disposition Indicates what happened to the call in the call segment. 
The possibilities are: 1=connected (CONN), 
2=answered (ANS), 3=abandoned (ABAN), 
4=interflowed (IFLOW), 5=forced busy (FBUSY), 
6=forced disconnect (FDISC), and 7=other (OTHER).
•A connected call is a non-ACD call to a measured agent 
for which  CMS receives an indication that the call was 
connected. 
•An answered call is any split/skill or direct...