Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Outbound Report4-83
.........................................................................................................................................................................................................................................................Split/Skill Outbound Report
OverviewThe Split/Skill Outbound report displays the numbers and average talk 
times for each type of outbound call for a given...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Outbound Report4-84
Split/Skill Outbound
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 that is 
selected for this report. You can make these 
selections in the report input window.syn(SPLIT)
Time (for interval 
reports only)The intrahour intervals for which the...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Outbound Report4-85
Avg Extn Out 
Tim eThe average time agents in this split/skill spent 
talking on outbound extension calls.
For agents in multiple splits/skills, time spent on 
outbound AUX extension calls are included here 
if this split/skill is the first one that the agent 
logged into, unless the agent has an ACD call on 
hold. In this case the outbound call is recorded 
for the split/skill associated with the ACD...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Report4-86
.........................................................................................................................................................................................................................................................Split/Skill Report
OverviewThe Split/Skill Report shows the calls handled, agent time and assists, 
and transfers and holds for each agent in a split/skill. This report shows...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Report4-87
Split/Skill report
descriptionThe following table describes the report fields for the time period covered 
by the report.
Report 
HeadingDescription Database Item, 
Calculation, or 

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

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Report4-88
Avg ACW 
TimeThe average time the agent spent in ACW for ACD and 
direct agent calls for this split/skill during the time period 
covered by the report.
Direct agent calls are included:
•if this is the direct agent skill
•if the direct agent skill is not measured by CMS and this is 
the first skill the agent logged into.
•if the Direct Agent skill is not assigned, but the agent 
receives Direct Agent calls.
This average...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Report4-89
Other Time The time agents spent doing other work.
For all switches other time is accumulated when:
•An agent first logs into the switch. CentreVu CMS tracks 
the agent time as other time until the switch notifies 
CentreVu  CMS of the agents state
•The link between CMS and the switch becomes 
operational. The switch notifies CMS of all agents who are 
logged in. CMS assumes these agents are in the other 
state until the...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill by Location Report4-90
.........................................................................................................................................................................................................................................................Split/Skill by Location Report
OverviewThe Split/Skill by Location Report shows the calls handled, agent time, 
location ID for the agent terminal, and work, AUX,...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill by Location Report4-91
Split/Skill report
descriptionThe following table describes the report fields for the time period covered 
by the report.
Report 
HeadingDescription Database Item, 
Calculation, or 

Date Starting: The day for which the report ran. You make these 
selections in the report input window. ROW_DATE 
Split/Skill The name or number of the split/skill that is selected for 
this report. You can make these selections...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill by Location Report4-92
Avg ACD Time The average time the agent spent talking on ACD calls 
for this split/skill that completed during the period 
covered.
Direct agent time is included:
•if this is the direct agent skill
•if the direct agent skill is not measured by CMS and this 
is the first skill the agent logged into.
•if the Direct Agent skill is not assigned, but the agent 
receives Direct Agent calls.
This average includes...