Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

  Historical Reports CentreVu®  Supervisor Version 8 Reports
System Graphical Maximum Delay Report4-103
.........................................................................................................................................................................................................................................................System Graphical Maximum Delay Report
OverviewThe System Graphical Maximum Delay report shows the maximum delay 
for one split/skill in one or more ACDs for...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
System Graphical Maximum Delay Report4-104
System report input
fieldsThe following table describes the fields on the input window.  
Field Definition
Split/Skill: Enter the appropriate split/skill name or number that you want to 
view in this report. Any name(s) you want to appear on the report 
must have been previously defined and entered in the Dictionary 
subsystem.
Dates: (daily, weekly, monthly)  Enter the date(s) you would like the...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
System Graphical Maximum Delay Report4-105
System Graphical
Maximum Delay report
exampleThe following figure provides an example of a System Multi-ACD by Split/
Skill report. 
System Graphical
Maximum Delay 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 name or number for which the data was 
collected....

  Historical Reports CentreVu®  Supervisor Version 8 Reports
System Graphical Maximum Delay Report4-106
—Max Delay — 
SecondsThe maximum time that a caller waited in queue and 
ringing before:
•Being serviced
•Abandoning
•Being redirected
•Receiving a busy signal
•Being disconnected.
The value shown in the Totals line is the maximum of 
the Max Delay values shown for the individual splits/
skills. MAXOCWTIME Report Heading Description Database Item, 
Calculation, or 
 

  Historical Reports CentreVu®  Supervisor Version 8 Reports
System Multi-ACD by Split/Skill Report4-107
.........................................................................................................................................................................................................................................................System Multi-ACD by Split/Skill Report
OverviewThe System Multi-ACD by Split/Skill report displays call-handling 
information on different splits/skills...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
System Multi-ACD by Split/Skill Report4-108
Multi-ACD by Split/Skill
report input windowThe following figure provides an example of a System Multi-ACD by Split 
Skill input window. The report input window must be filled in to run the 
report.
 
  

  Historical Reports CentreVu®  Supervisor Version 8 Reports
System Multi-ACD by Split/Skill Report4-109
Multi-ACD by Split/Skill
report input fieldsThe following table describes the fields on the input window.  
Field Definition
Dates: (daily, weekly, monthly)  Enter the date(s) you would like the report to cover: 
•Daily - enter the day(s).
•Weekly - enter the start date for the week(s). When you specify a date 
for a weekly report, that date must correspond to the week start day 
selected in the...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
System Multi-ACD by Split/Skill Report4-110
System Multi-ACD by
Split/Skill report exampleThe following figure provides an example of a System Multi-ACD by Split/
Skill report. 
System Multi-ACD by
Split/Skill 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...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
System Multi-ACD by Split/Skill Report4-111
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 
(OCM) of ASAI. The O_ACDCALLS is the number of 
ACDCALLS that were placed by an adjunct; this is 
also referred to as predictive dialing. ACDCALLS
Avg ACD Time The average time the...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
System Multi-ACD by Split/Skill Report4-112
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...