Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Agent Information Report5-15
Active Split:  When an agent is on a split or direct agent ACD 
call or in ACW, this is the split associated with the 
call or ACW. When an agent is available, in AUX 
or in OTHER, this is null (blank). When an agent 
is on an AUXIN/AUXOUT call, this is the 
OLDEST_LOGON split. When an agent is on an 
AUXIN/AUXOUT call from the available state, 
while in AUX or with an AUXIN/AUXOUT call on 
hold, this is the...

  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Agent Information Report5-16
ACW The 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. The “TI_” 
stands for the time that is stored only for the split 
or skill that the agent...

  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Reports5-17
Split/Skill Reports 
.........................................................................................................................................................................................................................................................Overview 
PurposeCentreVu Supervisor Split/Skill reports allow access to the following 
specific information about splits and skills:
•The current status...

  Integrated Reports CentreVu®  Supervisor Version 8 Reports
General Information About Split/Skill Reports5-18
.........................................................................................................................................................................................................................................................General Information About Split/Skill Reports
Organization of this
sectionThis section contains the following topics:
•Organization of Split/Skill...

  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Reports Selector Window and Input Fields5-19
.........................................................................................................................................................................................................................................................Split/Skill Reports Selector Window and Input Fields
Split/Skill reports
selector windowThe following figure is an example of the Split/Skill...

  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Reports Selector Window and Input Fields5-20
Refresh Every  Seconds Enter the number of seconds (3 to 600) to specify how rapidly 
CentreVu CMS should update the report data. The default value for 
the Refresh rate in seconds: field in this window is your assigned 
minimum refresh rate plus 15 seconds. To find out what your 
minimum refresh rate is, or to change it, check with your 
CentreVu 
CMS administrator.
Enable Report...

  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Comparison Report5-21
.........................................................................................................................................................................................................................................................Split/Skill Comparison Report 
OverviewThis report shows the current status and cumulative data for one or more 
splits or skills.
Things to know about
this...

  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Comparison Report5-22
Split/Skill Comparison
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.
Split/Skill:  The name or number of the split(s)/skill(s) 
selected for the report.syn(SPLIT)
Skill State Current state of this skill, compared to the 
administered...

  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Comparison Report5-23
Aban Calls  The total number of queued calls for each split/
skill that abandoned before an agent answered. 
This includes calls that are ringing at a voice 
terminal but does not include direct agent calls. It 
also includes the number of outbound calls for 
each split/skill that abandoned at the far end 
before an agent answered. For the Generic 3 
with the ASAI feature only.ABNCALLS
Avg Aban Time  The...

  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Graphical Skill Overload Report5-24
.........................................................................................................................................................................................................................................................Graphical Skill Overload Report 
OverviewThis report shows the amount of time each specified skill has spent in 
normal versus overload conditions from the report...