Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill by Location Report4-93
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...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill by Location Report4-94
Total Agent 
Other TimeThe total agent other time for the skill for the selected 
date.sum(I_OTHERTIME)
Total Agent 
AUX TimeThe total agent AUX time for the skill for the selected 
date.sum(I_AUXTIME)
Total Agent 
Avail TimeThe total agent avail time for the skill for the selected 
date.sum(I_AVAILTIME)
Total Agent 
Staffed TimeThe total agent staffed time for the skill for the selected 
date.sum(I_STAFFTIME)...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Summary Report4-95
.........................................................................................................................................................................................................................................................Split/Skill Summary Report
OverviewThe Split/Skill Summary report summarizes the activity for an entire split 
or skill by time. You could use this report to analyze...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Summary Report4-96
Split/Skill Summary
report exampleThe following figure provides an example of a Split/Skill Summary report.
Split/Skill Summary
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...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Summary Report4-97
Avg Aban Time The average time the split/skill ACD calls were waiting in 
queue or ringing before abandoning.ABNTIME/
ABNCALLS 

ACD Calls The number of split/skill ACD calls that were queued to this 
split/skill and answered by an agent for this split/skill. This 
total also includes O_ACDCALLS if you have the Outgoing 
Call Management application of ASAI (OCM). The 
O_ACDCALLS is the number of ACDCALLS that were...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Summary Report4-98
Flow In The number of calls that were redirected to this split/skill 
queue from another queue. The following calls are 
considered inflows:
•For switches without vectoring, calls that intraflow from another 
splits queue to this splits queue.
•With multiple split/skill queuing ( DEFINITY ECS switches 
with vectoring), calls that queue to this split/skill as a 
nonprimary split/skill and are either answered by an...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Summary Report4-99
Extn Out Calls The number of outbound extension calls made by agents 
logged into this split/skill. Direct agent ACW out calls are not 
included.
For agents in multiple splits/skills, 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...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Summary Report4-100
Avg Pos Staff 
(Interval report 
only)The average number of positions staffed in this split/skill 
during the interval.I_STAFFTIME/ 
(INTRVL*60)
Calls Per Pos 
(Interval report 
only)The average number of calls answered by each position 
staffed during the interval. (If an agent is staffed for part of an 
interval, the calculation reports what the agent would have 
handled had the agent been staffed during the...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
System Reports4-101
System Reports
.........................................................................................................................................................................................................................................................Overview
PurposeThis section describes system reports.
OrganizationThis following topics are described:
•General Information About System Reports
•System Report...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
General Information About System Reports4-102
.........................................................................................................................................................................................................................................................General Information About System Reports
What a System report
containsCentreVu Supervisor system reports allow you to access summary data 
on a set of...