Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Multi-ACD Service Level Report4-73
.........................................................................................................................................................................................................................................................Split/Skill Graphical Multi-ACD Service Level Report
OverviewThe Split/Skill Graphical Multi-ACD Service Level Report shows the 
Percent in...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Multi-ACD Service Level Report4-74
Split/Skill Graphical
Multi-ACD Service Level
report input fieldsThe following table describes the fields on the input window.  
Field Definition
Dates: (daily)  Enter the date(s) you would like the report to cover.
Use any of the following formats:
•A month/day/year (for example, 3/21/96).
•A minus (-) offset based on todays date (for example, -1 for yesterday).
•A semicolon (;) to...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Multi-ACD Service Level Report4-75
Split/Skill Graphical
Multi-ACD Service Level
report exampleThe following figure provides an example of a Split/Skill Graphical Multi-
ACD Service Level report. 
Split/Skill Graphical
Multi-ACD Service Level
report descriptionThe following table describes the report fields for the time period covered 
by the report.
Report Heading Description Database Item, 
Calculation, or 

ACD The ACD...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Service Level Report4-76
.........................................................................................................................................................................................................................................................Split/Skill Graphical Service Level Report
OverviewThis report shows the percentage of ACD calls answered within the 
predefined acceptable service...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Service Level Report4-77
Split/Skill Graphical
Service Level report
descriptionThe following table describes the report fields for the time period covered 
by the report.
Report Heading Description Database Item, Calculation, or 

Date:  The day for which the report was run (selected in 
the report input window). ROW_DATE 
Secs.:  Shows actual administered service level.  SERVICELEVEL
Split/Skill: The name or number of the...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Skill Overload Report4-78
.........................................................................................................................................................................................................................................................Split/Skill Graphical Skill Overload Report
OverviewThe Graphical Skill Overload report shows how much time each skill has 
spent in normal versus...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Skill Overload Report4-79
Split/Skill Graphical Skill
Overload report
descriptionThe following table describes the report fields:
Report Heading Description Database Item, Calculation, or 

Date  The day for which the report was run (selected in 
the report input window). ROW_DATE 
Split/Skill The name or number of the splits/skills selected 
for this report.syn(  SPLIT) 
Normal The time the skill spent under all of the...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Time Spent Report4-80
.........................................................................................................................................................................................................................................................Split/Skill Graphical Time Spent Report
OverviewThis report shows how much time the agents staffed in the specified split 
or skill spent in each work...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Time Spent Report4-81
Split/Skill Graphical Time
Spent report exampleThe following figure provides an example of a Split/Skill Graphical Skill 
Time Spent report. 
Split/Skill Graphical Skill
Time Spent report
descriptionThe following table describes the report fields for the time period covered 
by the report. 
Report Heading Description Database Item, Calculation, or 

Split/Skill: The name or number of the split/skill...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Time Spent Report4-82
RINGING The time during the collection interval that agents 
were in the ringing state for calls to this split/skill. 
If the agent changes work modes or answers/
makes another call instead of answering the 
ringing call, I_RINGTIME will stop accumulating. 
RINGTIME is the time that the caller spends 
ringing and is independent of agent activity. I_RINGTIME 
ACD  The time during the collection...