Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

  Historical Reports CentreVu®  Supervisor Version 8 Reports
System Multi-ACD Report4-113
.........................................................................................................................................................................................................................................................System Multi-ACD Report
OverviewThe System Multi-ACD report summarizes data over all splits/skills in the 
ACD for each ACD requested. This allows you to evaluate and...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
System Multi-ACD Report4-114
Multi-ACD report input
fieldsThe following table describes the fields on the input window.  
Field Definition
Date: Enter the date you would like the report to cover. 
•Daily - enter the day.
•Weekly - enter the start date for the week. When you specify a date for 
a weekly report, that date must correspond to the week start day 
selected in the System Setup-Storage Intervals window. If the date and 
day do not...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
System Multi-ACD Report4-115
System Multi-ACD report
exampleThe following figure provides an example of a System Multi-ACD report.  
System Multi-ACD 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 which the report ran. You 
make these selections in the report...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
System Multi-ACD Report4-116
ACD Calls The number of split/skill ACD calls that were queued 
to splits/skills in the ACD and answered by an agent 
for those splits/skills. 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.sum(ACDCALLS)
Avg ACD Time The average time the...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
System Multi-ACD Report4-117
Avg Extn Out Time The average time agents in this ACD spent talking on 
outbound extension calls.sum(ACWOUTTIME+ 
AUXOUTTIME)/ 
sum(ACWOUTCALLS+ 
AUXOUTCALLS) 

% ACD Time The percentage of staffed time that agents for the 
splits/skills in this ACD spent on ACD calls and in 
after call work.100*(sum(I_ACDTIME+ 
I_ACWTIME)/ 
sum(I_STAFFTIME)) 

% Ans Calls The percentage of calls queued to the splits/skills in 
this...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
System Report4-118
.........................................................................................................................................................................................................................................................System Report
OverviewThe System report summarizes the activity for a set of splits/skills for the 
same ACD. You can use this report to compare split/skill performance for...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
System Report4-119
System report input
fieldsThe following table describes the fields on the input window: 
Field Definition
Date: Enter the date you would like the report to cover:
•Daily — enter the day.
•Weekly — enter the start date for the week. When you specify a 
date for a weekly report, that date must correspond to the week 
start day selected in the System Setup—Storage Intervals 
window. If the date and day do not match, the message...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
System Report4-120
System report exampleThe following figure provides an example of a System report.  
System 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 which the report ran. You can 
make these selections in the report input window. ROW_DATE 
 ACD The...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
System Report4-121
 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 (OCM) application of ASAI. The 
O_ACDCALLS is the number of ACDCALLS that were...

  Historical Reports CentreVu®  Supervisor Version 8 Reports
System Report4-122
 Flow In The number of calls that were redirected to the 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 Generic 3 
switches with vectoring), calls that queue to this split/skill as a 
nonprimary split/skill and are either answered by an...