Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Graphical Skill Overload Report5-25
Graphical Skill Overload
report descriptionThis table describes the report fields:
Report Heading Description Database Item, Calculation, or 

Split/Skill:  The name or number of the split(s)/skill(s) 
selected for the report.syn(SPLIT)
Normal The time the skill spent under all of the 
thresholds. I_NORMTIME
Overload1  The time the skill spent over threshold 1 and 
under threshold 2. I_OL1TIME
Overload2 The...

  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Graphical Split/Skill View Report5-26
.........................................................................................................................................................................................................................................................Graphical Split/Skill View Report
OverviewThis report shows the status of agents in the split/skill and cumulative 
split/skill statistics.
Things to know about...

  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Graphical Split/Skill View Report5-27
Graphical Split/Skill View
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.
Skill State Current state of this skill, compared to the 
administered thresholds. Requires ECS R6 or later 
with 
CentreVu Advocate. syn(SKSTATE)
AVAIL The current...

  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Graphical Split/Skill View Report5-28
% Within 
Service Level: The percentage of split/skill ACD calls that were 
answered by an agent within the predefined 
acceptable service level. Calls to the split/skill 
include abandoned calls, calls not answered, and 
outbound ACD calls placed by an adjunct (for 
example, outbound predictive dialing—Generic 3 
switches with the ASAI feature). Calls that were not 
answered may include forced busy calls,...

  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Graphical Split/Skill View Report5-29
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 (Generic 3 with the ASAI feature 
only).ABNCALLS
Avg Aban Time:  The average...

  Integrated Reports CentreVu®  Supervisor Version 8 Reports
VDN Report5-30
VDN Report 
.........................................................................................................................................................................................................................................................Overview
PurposeThe CentreVu Supervisor VDN Graphical Call Handling report allows 
access to specific information on answered, abandoned, and outflow 
calls.
Organization...

  Integrated Reports CentreVu®  Supervisor Version 8 Reports
General Information About the VDN Report5-31
.........................................................................................................................................................................................................................................................General Information About the VDN Report
VDN Report selector
windowThe following figure is an example of the VDN report selector window. 

  Integrated Reports CentreVu®  Supervisor Version 8 Reports
General Information About the VDN Report5-32
VDN Report input fieldsThis table describes the input fields on integrated VDN Report Input 
windows. You must fill in the report input window to run the report:
Field Description
VDNs:  Enter the number(s) or name(s) (if they have been defined in the 
Dictionary) of the VDN(s) that you want to include in the report. You 
can enter a name only if it has been previously defined in the 
Dictionary...

  Integrated Reports CentreVu®  Supervisor Version 8 Reports
VDN Graphical Call Handling Report5-33
.........................................................................................................................................................................................................................................................VDN Graphical Call Handling Report 
OverviewThis report shows, for each VDN, the cumulative number of calls that are 
answered, abandoned, and considered...

  Integrated Reports CentreVu®  Supervisor Version 8 Reports
VDN Graphical Call Handling Report5-34
VDN Graphical Call
Handling report exampleThis figure provides an example of a VDN Graphical Call Handling report.
VDN Graphical Call
Handling 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.
VDN The number or name of the VDN for which the...