Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Agent Report Selector Window and Input Fields5-5
.........................................................................................................................................................................................................................................................Agent Report Selector Window and Input Fields
Agent report selector
windowThis figure is an example of the Agent report selector window. The 
reports...

  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Agent Report Selector Window and Input Fields5-6
Agent report input fieldsThe following describes the input fields on Integrated Agent report input 
windows. The report input window must be filled in to run the report. 
These fields are the same for all Agent report input windows.
Field Description
Agent: Enter the name of the agent. The agents name must be defined in 
the Dictionary subsystem; otherwise, you will see the agent login 
IDs....

  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Agent Graphical Information Report5-7
.........................................................................................................................................................................................................................................................Agent Graphical Information Report 
OverviewThe Agent Graphical Information Report shows information and statistics 
for an agent from a specified interval start...

  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Agent Graphical Information Report5-8
DEFINITY ECS R5 and
later informationThe following list describes the information this report will contain for the 
DEFINITY ECS Release 5 and later switch:
•A two-dimensional bar chart shows the time the agent has spent in 
each of the work states since the report data start time. Above the 
bar chart is the text “Agent Time Spent.”
•A table show the skills assigned to the agent and the corresponding...

  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Agent Graphical Information Report5-9
Login ID:  The login identification of the agent. LOGID
Extn:  The extension that the agent logged in from. EXTENSION
State:  The current work mode (state) that the agent is in 
(AVAIL, ACD, ACW, AUX, DACD, DACW, 
RINGING, UNKNOWN, OTHER, UNSTAFF) and 
the call direction (blank, IN or OUT).syn(AWORKMODE) and 
syn(DIRECTION)
Time:  The elapsed time since the last agent 
WORKMODE change for any split/skill....

  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Agent Graphical Information Report5-10
ACD Calls:  The queued ACD calls to the split/skill that were 
answered by an agent in the split/skill. This does 
not include direct agent calls, but it does include 
ACD calls placed by an adjunct (outbound 
predictive dialing—Generic switches with ASAI 
only).sum(ACDCALLS)
Login Time:  The time of the day that the agent logged into this 
SPLIT. This field is not set unless the agent is 
logged in....

  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Agent Graphical Information Report5-11
ACW The total time during the collection interval that 
the agent was in after call work (ACW). This 
includes ACW for split/skill ACD calls and ACW 
not associated with the call.sum (I_ACWTIME + 
I_DA_ACWTIME)
AUX The time during the collection interval that the 
agent was in AUX in all splits/skills or on 
AUXINCALLS or AUXOUTCALLS. “TI__” stands 
for the time that is stored for the split/skill logged...

  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Agent Graphical Information Report5-12
AUX Time:  The time during the collection interval that the 
agent was in AUX in all splits/skills or on 
AUXINCALLS or AUXOUTCALLS. The “TI_” 
stands for the time that is stored only for the split 
or skill that the agent is logged into for the longest 
amount of time.sum(TI_AUXTIME)
Reason Code  The time that the agent spent in active AUX 
reason codes. It is the same as TI_AUXTIME for 
switches without...

  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Agent Information Report5-13
.........................................................................................................................................................................................................................................................Agent Information Report 
OverviewThe Agent Information report shows information and statistics for an 
agent from a specified start time.
Things to know about
this...

  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Agent Information Report5-14
Agent Information report
exampleThis figure provides an example of an Agent Information report: 
Agent Information report
descriptionThis table describes the report fields.
Report Heading Description Database Item, Calculation, or 

Report Data 
Start Time: The day and time that the report started 
collecting data.No database item.
Agent:  The names (or agent IDs if the names have not 
been assigned in Dictionary)...