Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

  Introduction CentreVu®  Supervisor Version 8 Reports
Overview1-5
Interactions with switch
featuresSee the 
CentreVu® Call Management System R3V8 Database Items and 
Calculations
 (585-210-939) document or the CentreVu Call Management 
System R3V8 Administration (585-210-910)
 document for the 
interactions with switch features.
How 
CentreVu CMS
tracks ACD dataUsing the data in the real-time and historical databases, CentreVu CMS 
can generate standard reports which allow you to track your call centers...

  Introduction CentreVu®  Supervisor Version 8 Reports
Things to Know About the System1-6
Things to Know About the System
.........................................................................................................................................................................................................................................................Overview
PurposeThis section introduces concepts and requirements that are relevant to 
reports.
OrganizationThis section contains the...

  Introduction CentreVu®  Supervisor Version 8 Reports
Terminology1-7
.........................................................................................................................................................................................................................................................Terminology
OverviewThe following terms are used throughout this book. For additional 
CentreVu CMS terms, see the Glossary.
Terms Current Interval  
The current intrahour interval which can...

  Introduction CentreVu®  Supervisor Version 8 Reports
Terminology1-8
Monthly Data  Daily data that have been converted to a monthly 
summary.
Multiuser Mode  Any administered CentreVu CMS user can log into  
CentreVu CMS. Data continues to be collected if data collection is 
“on.”
Previous Interval  One intrahour interval. At the end of each 
intrahour interval, the contents of the current intrahour interval are 
copied to the previous intrahour interval portion of the real-time 
database.
Real-Time...

  Introduction CentreVu®  Supervisor Version 8 Reports
Prerequisite System Administration1-9
.........................................................................................................................................................................................................................................................Prerequisite System Administration
OverviewThe following system administration must be performed before you can 
fully use the real-time and historical reports...

  Introduction CentreVu®  Supervisor Version 8 Reports
Relationships to Other Subsystems1-10
.........................................................................................................................................................................................................................................................Relationships to Other Subsystems
OverviewReal-Time reports have the following relationships to other CentreVu 
CMS subsystems.
TimetableYou cannot put a real-time...

  Introduction CentreVu®  Supervisor Version 8 Reports
Relationships to Other Subsystems1-11
User PermissionsThe default real-time and integrated reports refresh rate is determined by 
your CMS System Administrator. The administrator then assigns each 
user a minimum refresh rate through the 
CentreVu Supervisor User 
Permissions menu item. If you enter a refresh rate that is less than your 
administrator-assigned refresh rate, an error message displays.
For more information, see the “User Permissions”...

  Introduction CentreVu®  Supervisor Version 8 Reports
Things to Know About CentreVu Supervisor Reports1-12
Things to Know About CentreVu 
Supervisor Reports
.........................................................................................................................................................................................................................................................Overview
PurposeThis section describes things to know about all CentreVu Supervisor 
reports....

  Introduction CentreVu®  Supervisor Version 8 Reports
Agent and Trunk States1-13
.........................................................................................................................................................................................................................................................Agent and Trunk States
OverviewStatus changes of all ACD data (for splits/skills, trunk groups, vectors, 
VDNs, agents, and trunks) are sent from the switch. As a result, the...

  Introduction CentreVu®  Supervisor Version 8 Reports
Agent and Trunk States1-14
Auxiliary Work (AUX)  The agent is engaged in non-ACD work, is 
on break, in a meeting, at lunch, and so on. The agent presses the 
AUX WORK key when the agent wants 
CentreVu CMS to recognize 
the extension as staffed, but does not want the ACD to distribute 
calls to the voice terminal. An agents time in AUX includes time an 
agent is on incoming or outgoing calls while in AUX, as well as time 
in AUX when the agent is...