Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

							  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Available Split/Skill Threshold Settings2-69
Average Talk TimeDescription —Average length of time spent on ACD 
calls to the split/skill. Measures — 
AVG_ACD_TALK_TIME
Average Time to 
AbandonDescription — Average length of time callers waited 
before abandoning calls to the split/skill.  Measures 
— AVG_ABANDON_TIME
Full Time Equivalent 
Agents Staffed Description — Number of total full-time equivalent 
agents currently staffed for the skill. Measures — 
FTE_AGENTS
Number of Calls Forced 
BusyDescription — Number of calls to the split/skill that 
were given a busy signal by the switch.  Measures — 
BUSYCALLS
 Number of Calls 
DisconnectedDescription — Number of calls to the split/skill that 
were disconnected by the switch. Measures — 
DISCCALLS
 Percent of Calls 
Answered in Service 
Level Description — Percentage of ACD calls to the split/
skill that were answered within the service level.  
Measures — PERCENT_SERV_LVL_SPL
Percent of Calls 
AbandonedDescription — Percentage of ACD calls to the split/
skill that were abandoned. Measures — 
PERCENT_CALL_ABAN
Number of Agents 
StaffedDescription — Number of agents logged into the 
split/skill. Measures — STAFFED
Percent of Calls 
Answered Description — Percent of ACD calls offered to the 
split/skill that were answered. Measures — 
PERCENT_CALL_ANS
Call Profile Abandon per 
Service Level IncrementDescription — Number of abandoned calls to the 
split/skill for any service level increment. A single 
report threshold applies to all of the values. If the 
number of abandoned calls for the split/skill reaches 
the threshold for any of the service level increments, 
the value for that service level increment is 
highlighted. Measures — ABNCALLS1 through 
ABNCALLS10
Rolling Average Speed of 
AnswerDescription — Switch-based Rolling Average Speed 
of Answer for this split/skill. The Rolling Average 
Speed of Answer is the average speed of answer 
across intervals. Measures — ASA
Expected Wait Time 
(Low)Description — Expected Wait Time for a call queued 
to this split/skill at a low priority level. Measures — 
EWTLOW 
						

							  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Available Split/Skill Threshold Settings2-70
Expected Wait Time 
(Medium)Description — Expected Wait Time for a call queued 
to this split/skill at medium priority level. Measures — 
EWTMEDIUM
 Expected Wait Time 
(High)Description — Expected Wait Time for a call queued 
to this split/skill at high priority level. Measures — 
EWTHIGH
 Expected Wait Time 
(Top)Description — Expected Wait Time for a call queued 
to this split/skill at top priority level. Measures — 
EWTTOP 
						

							  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Available VDN Threshold Settings2-71
.........................................................................................................................................................................................................................................................Available VDN Threshold Settings
OverviewUse the data items in this section when setting VDN threshold highlights.
VDN threshold settingsAll of the data that 
CentreVu Supervisor uses for VDN threshold 
highlights are retrieved from the cvdn (current interval VDN) database 
table. See the 
CentreVu® CMS R3V8 Database Items and Calculations 
(585-210-939) document for more information on the database tables. 
The following data items include Sample Size thresholds:
•Percent of Calls Answered in Service Level 
•Percent of Calls Abandoned
•Percent of Calls Answered
•Average Speed of Answer
•Average Talk Time
•Average Time to Abandon
The VDN threshold highlights you can set are as follows:
Threshold Description/Database Item or Calculation
Number of Calls 
Abandoned During the 
Interval Description — Number of calls that were queued to 
this VDN and then abandoned. Measures — 
ABNCALLS
Number of Calls Forced 
Busy During the IntervalDescription — Number of calls to the VDN that were 
given a busy signal by the switch. Measures — 
BUSYCALLS
Number of Calls 
Disconnected During the 
IntervalDescription — Number of calls to the VDN that were 
disconnected by the switch via the vector “disconnect” 
command. Measures — DISCCALLS
Oldest Call Waiting  Description — Number of seconds the oldest call has 
waited in this VDN. Measures — OLDESTCALL
 Number of Calls Waiting Description — Number of calls queued to this VDN 
that have not been answered by an agent. Measures 
— INPROGRESS - ATAGENT
Percent of Calls 
Answered in Service 
LevelDescription — Percentage of ACD calls to the VDN 
that were answered within the service level. Measures 
— 100*(ACCEPTABLE / INCALLS) 
Percent of Calls 
Abandoned Description — Percentage of ACD calls to the VDN 
that were abandoned. Measures — 100*(ABNCALLS 
/ INCALLS) 
						

							  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Available VDN Threshold Settings2-72
Percent of Calls 
AnsweredDescription — Percentage of ACD calls offered to the 
VDN that were answered. Measures — 
100*[(ACDCALLS + CONNECTCALLS) / INCALLS]
 Call Profile Abandon per 
Service Level IncrementDescription — Number of abandoned calls to this 
VDN for any service level increment. A single report 
threshold applies to all of the values. If the number of 
abandoned calls for the VDN reaches the threshold 
for any of the service level increments, the value for 
that service level increment is highlighted. Measures 
— ABNCALLS1 through ABNCALLS10
Average Speed of 
AnswerDescription — Number of seconds, on average, 
before a call to this VDN is answered. This value is 
the time callers spent in queue or ringing before being 
answered divided by the number of calls queued to 
the VDN that were answered by an agent at this VDN. 
Measures — AVG_ANSWER_SPEED
Average Talk Time Description — Average length of time spent on ACD 
calls to the VDN. Measures — 
AVG_ACD_TALK_TIME 
Average Time to 
Abandon Description — Average length of time callers waited 
before abandoning calls to the VDN. Measures — 
AVG_ABANDON_TIME
Rolling Average Speed of 
AnswerDescription — Switch-based Rolling Average Speed 
of Answer for this VDN. The Rolling Average Speed of 
Answer is the average speed of answer across 
intervals. Measures — ASA 
						

							  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Report Options2-73
.........................................................................................................................................................................................................................................................Report Options
OverviewThis section describes what the Report Options tab can be used for.
FunctionsUse the Options tab to do the following actions:
•Set the ACD and other general options that CentreVu Supervisor 
will default to when you log in (General tab).
•Set up the colors that will be used in your graphical reports (Report 
Colors tab).
•Set up the colors that will be used in reports to tell you when 
threshold highlights (not exceptions thresholds) have been reached. 
See 
Set Report Threshold Highlights (2-60) for more information on 
threshold highlights.
•Choose or create a name format using {name} for Dictionary Name, 
{entity} for entity type, and {number} for entity number. The name 
format determines how items will be displayed in reports. For 
instance, if you select the name format of {entity}{number}, then all 
of the entities (splits/skills, ACDs, VDNs, vectors, trunks, trunk 
groups, call work codes, and AUX codes) that can be named in the 
Dictionary will display as the entity type and number instead of the 
Dictionary name. If you selected {name} as the name format, then 
the names that have been assigned to the entities in the Dictionary 
will display. 
						

							  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Options General Tab2-74
.........................................................................................................................................................................................................................................................Options General Tab
OverviewThis section describes the Options General  tab.
Options general tab Important!The General tab is accessible when you 
are  
connected to a 
CentreVu CMS server.
Threshold highlighting does not use sound. It uses color only as an 
indicator of a threshold being met.
The following graphic shows the Options  General tab (with default 
settings).
Use the General tab to set your first calendar day, default ACD, and other 
general options. The options are described below.
•First Day of Week — this option affects only how the calendar 
displays; it does not change the 
CentreVu CMS Start of Week day 
for weekly data collection (the 
CentreVu CMS Start of Week day is 
set through the System Setup: Storage Intervals window). For 
example, if you browse for a date, the calendar will start the week 
based on the day that you choose.
Use the drop-down list to make your selection.
•Default ACD — when you select the ACD, this ACD will be the 
default listed in the functions windows and drop-down list options.
Use the drop-down list to make your selection. 
						

							  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Options General Tab2-75
•Synchronize PC and CMS Time at Login — activate the check box 
for this selection to set the PCs clock to read the same time as the 
CentreVu CMS clock. If you do not activate this selection, your PC 
clock and the 
CentreVu CMS clock may not read the same time. 
This does not affect the 
CentreVu CMS clock.
•Use Sound — activate the check box for this selection to be alerted, 
by sound, when the Exceptions Indicator box is updated. The 
Exceptions Indicator box is on the Controller status bar. The sound 
you hear is the sound you have chosen for the exclamation event 
associated with your PC.
•Use Tooltips — activate the check box to make tooltips visible. For 
example, when you are working on the Controller window, you may 
place your mouse cursor over a toolbar button and a yellow box will 
appear with a brief description of that button. 
•Use Taskbar Icon — activate the check box for this selection to use 
the 
CentreVu Supervisor system tray icon feature. 
•Window Menu Sort Order —if you activate the Use Tray Icon, you 
need to determine how the items that display in the system tray icon 
menu will be sorted.
•The following sort options are available:
– Start Order — select this radio button and the items in the 
system tray icon menu will display in the order in which you 
started them from 
CentreVu Supervisor.
– Alphabetical — select this radio button and the items in the 
system tray icon menu will display in alphabetical order, 
regardless of the order in which you started them.  
						

							  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Options Report Colors Tab2-76
.........................................................................................................................................................................................................................................................Options Report Colors Tab
OverviewThis section describes the Options Report Colors  tab.
Options report colors tab Important!The Report Colors tab is accessible when you 
are 
connected to a 
CentreVu CMS server. 
The following graphic shows the Options  Report Colors tab (with default 
settings).
Use the Report Colors tab to set up the colors that will be used in your 
graphical reports.
•Scheme — You can select the report color scheme that you want to 
use for 
CentreVu Supervisor reports: 
•Select one of the following two ways:
– From a series of predefined color schemes, which are listed in 
the Scheme: field. Use the drop-down list to select a different 
scheme from the one that is currently displayed. 
– By creating a new color scheme. See the 
Create a New Report 
Color Scheme (2-81) section in this chapter for instructions on 
creating report color schemes. 
						

							  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Options Report Colors Tab2-77
•Background — CentreVu Supervisor allows a choice of report 
background color:
•Use one of the following two choices:
– White — Select this radio button to make the background of all 
reports white.
– Automatic — Select this radio button to make the background 
of all reports match the color that you have set up for your 
system in Windows. 
						

							  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Options Threshold Colors Tab2-78
.........................................................................................................................................................................................................................................................Options Threshold Colors Tab
OverviewThis section describes the Options Threshold Colors tab.
Options threshold colors
tabImportant!The Threshold Colors tab is accessible when you 
are 
connected to a 
CentreVu CMS server. 
The following graphic shows the Options  Threshold Colors tab (with 
default settings): 
Use the Threshold Colors tab to set up the colors that will be used in 
reports to tell you when exceptions thresholds have been reached.
You can select report color schemes in the following ways: 
•From a series of predefined color schemes, which are listed in the 
Scheme: field. Use the drop-down list to select a different scheme 
from the one that is currently displayed. 
•By creating a new color scheme. See the Create a New Threshold 
Color Scheme (2-84) section in this chapter for instructions on 
creating report color schemes.