Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Call Records Report4-53
Ans Logid The login ID of the agent who answered the call in this 
segment. This field is blank for unmeasured extensions 
when EAS is not active.ANSLOGIN
Talk Time The time an agent spends talking on a call. This does 
not include the time the caller is on hold.TA L K T I M E
Hold Time The total time the call was put on hold by the answering 
agent, in seconds, in this call segment. Note that in 
agent-to-agent calls,...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Call Work Code Report4-54
.........................................................................................................................................................................................................................................................Call Work Code Report
OverviewUse the Call Work Code report to track certain call activities of your call 
center, such as special sale items, complaints, or how many times...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Call Work Code Report4-55
Call Work Code report
input fieldsThe following table describes the fields on the input window. You must fill 
in the window to run the report.
Call Work Code report
exampleThe following figure provides an example of a Call Work Code Report. Field Definition
Call work code(s): Enter the call work code name(s) or number(s) that you want to view 
in this report. 
Date:  Enter the date for the day or the start date for...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Call Work Code Report4-56
Call Work Code report
descriptionThe following table describes the report fields for the time period covered 
by the report. 
Report Heading Description Database Item, Calculation, or 

 Date, Week 
Starting, Month 
Starting The day, week, or month for which the report ran. 
You can make these selections in the report input 
window. ROW_DATE 
 ACD ACD name or number associated with the call 
work code(s).syn(  ACD)...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Reports4-57
Split/Skill Reports
.........................................................................................................................................................................................................................................................Overview
PurposeThis section describes split/skill reports.
OrganizationThe following topics are described:
•General Information About Split/Skill Reports...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
General Information About Split/Skill Reports4-58
.........................................................................................................................................................................................................................................................General Information About Split/Skill Reports
What a Split/Skill Report
containsCentreVu Supervisor Split/Skill reports give you access to...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Report Input Fields4-59
.........................................................................................................................................................................................................................................................Split/Skill Report Input Fields
OverviewThe reports in this section use the Split/Skill Report Input Windows. 
Specific input information is included with the...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Report Input Fields4-60
Times: (interval) Enter the time you would like the report to cover. Use any of the 
following formats:
•AM/PM (for example, 7:30AM-5:00PM)
•Military time (for example, 7:30-17:00).
•You can use a - offset based on todays date (for example, -1 for 
yesterday).
Destination: Choose a report destination. You can select View Report on Screen 
or Print Report on: and then use the Select Printer button to print the...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Call Profile Report4-61
.........................................................................................................................................................................................................................................................Split/Skill Call Profile Report
OverviewThe Split/Skill Call Profile report shows the number of calls answered and 
abandoned in time increments that you...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Call Profile Report4-62
Split/Skill Call Profile
report descriptionThe following table describes the report fields for the time period covered 
by the report.
Report Heading Description Database Item, Calculation, or 

Date, Week 
Starting, Month 
StartingThe day, week, or month for which the report ran. 
You can make these selections in the report input 
window. ROW_DATE 
Split/Skill The name or number of the split/skill that is...