Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Graphical Information Report3-21
 AUX The total time during the collection interval that the 
agent was in the AUX work state in all splits/skills or 
on AUXINCALLS or AUXOUTCALLS.sum(TI_AUXTIME)
 RINGING The time during the collection interval that the agent 
had split/skill and direct agent ACD calls ringing.sum(I_RINGTIME)
 OTHER The time during the collection interval that the agent 
was doing other work in all splits/skills. For Generic 
3 switches, while in Auto-in or Man-In: the agent put 
any call on hold and performed no further action, the 
agent dialed to place a call or to activate a feature, 
or an extension call rang with no other activity. For 
all switches, TI_OTHERTIME is collected for the 
time period after the link to the switch comes up or 
after the agent logs in and before the CMS receives 
notification of the agents state from the switch.  The 
TI_ time is stored only for the split/skill logged into 
the longest. TI_ time needs to be summed across 
the splits/skills the agents may log into, in case the 
logon order changes during the collection interval.sum(TI_OTHERTIME)
 Staffed Time The time during the collection interval that the agent 
was staffed in any split/skill. TI_ time is recorded 
only for the split/skill logged into the longest amount 
of time. TI_ time needs to be summed across the 
splits/skills the agents may log into, in case the login 
order changes during the collection interval.sum(TI_STAFFTIME) Field Definition Database Item, Calculation,  
or  
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Other Reports3-22
Other Reports
.........................................................................................................................................................................................................................................................Overview
PurposeThis section discusses other reports.
Organization of this
sectionThis section contains the following topics:
•General Information About Other Reports (3-23)
•Event Count Summary Report (3-24)
•Multi-ACD Report (3-27)
•Multi-ACD Top Agent Report (3-35). 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
General Information About Other Reports3-23
.........................................................................................................................................................................................................................................................General Information About Other Reports
What Other reports
containThe Real-Time Other reports give you the following specific information 
about:
•A summary of the number of times during the current interval that an 
agent in a split/skill pressed any of the nine event count keys while 
on an ACD call or in call-related after call work.
•Real-time call-handling information.
•Skill information for skills from multiple ACDs.
Organization of Other
reportsThe following list shows how the Other reports are structured in 
CentreVu 
Supervisor:
•Event Count
•Multi-ACD
•Multi-ACD Top Agent.
Other report selector
windowThe following figure is an example of the Other Report Selector window. 
The reports are explained in the same order as listed in the window. 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Event Count Summary Report3-24
.........................................................................................................................................................................................................................................................Event Count Summary Report
OverviewThe Event Count Summary report displays the number of times during 
the current interval that an agent in a split/skill pressed any of the nine 
event count keys while on an ACD call or in call-related ACW.
Things to know about
this reportHere are some things you need to know about this report:
•You can define event keys to represent any kind of event you want 
(for example, the number of calls generated from an advertisement, 
promotion, or geographic area).
•Event counts are only recorded while an agent is on an ACD call or 
in call-related ACW. If an agent is in AUTO-IN mode, the ACD call 
terminates when the caller hangs up, and an event count cannot be 
recorded after the caller hangs up. To track event counts, it is 
recommended that agents use the MANUAL-IN mode because the 
agent goes to ACW when the caller hangs up, allowing the agent to 
enter an event count.
•This report is available with DEFINITY ECS Generic 3 switches only.
•The database items used for the Trunk Group report are stored in 
the csplit table
Relationships to other
subsystemsEvent 0, audio difficulty, is used in the trunk and trunk group exception 
reports.
Event Count Summary
input windowThe following figure shows an example of the Event Count Summary 
input window. You must fill in the report input window to run the report.  
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Event Count Summary Report3-25
Event Count Summary
input fieldsThe following table describes the input fields on real-time Event Count 
Summary report input windows:
Event Count Summary
report exampleThe following figure provides an example of the Event Count Summary 
report: Field Definition
Split/Skill: Fill in the split or skill name or number for which you want to run the 
report. You can enter a split/skill name only if the name has been 
defined in Dictionary.
Refresh Every  
Seconds:Enter the number of seconds (3 to 600) to specify how rapidly 
CentreVu CMS should update the report data. The default for the 
Refresh Every  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 thresholds Check the Enable Report thresholds option to start the report with 
report thresholds running. Uncheck the option if you do not want to 
run report thresholds.
Run Minimized Check the Run Minimized option to run the report in a minimized 
window. Uncheck the option to run the report at full size. 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Event Count Summary Report3-26
Event Count Summary
report descriptionThe following table describes the report fields:
Report 
HeadingDescription Database Item, Calculation,  
or 
 Split/Skill The name or number of the split(s)/skill(s) that is 
selected for this report.syn(SPLIT) 
 Agents Staffed The total number of agents that are logged into 
each split/skill. STAFFED 
 Agent Name The name(s) of the agent(s) assigned to this split/
skill and logged in (or their login IDs if names 
have not been assigned to them in Dictionary).syn(LOGID) 
ACD Calls  The total number of split/skill and direct agent 
calls (Generic 3 switches only) that were 
answered by this agent. This is the number of 
calls that the agent answered, not the number of 
calls for which the agent counted an event.ACDCALLS + DA_ACDCALLS 

 Event 1 ... 9 The number of times during the specified time 
period that this agent entered each event count 
(1 - 9) while on ACD calls or in ACW associated 
with an ACD call for this split/skill recorded during 
this interval. EVENT1 ... 9 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Multi-ACD Report3-27
.........................................................................................................................................................................................................................................................Multi-ACD Report
OverviewThis report displays real-time call-handling information. This information 
can be requested simultaneously for up to eight splits/skills and up to 
eight ACDs. This report allows you to evaluate and compare similar 
splits/skill information in different ACDs. With this information you can 
determine workload and call-handling performance, agent reassignment, 
or other ACD configuration alternatives to balance workloads and reduce 
abandoned calls
Things to know about
this reportHere are some things you need to know about this report:
•The Multi-ACD report appears on the real-time reports menu even if 
you have only one real ACD installed on your 
CentreVu CMS.
•The database items used for the Multi-ACD Report are stored in the 
csplit table.
•This report can include information on up to eight ACDs.  
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Multi-ACD Report3-28
Multi-ACD report input
windowThe following figure shows an example of the Multi-ACD Report input 
window. You must fill in the report input window to run the report. 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Multi-ACD Report3-29
Multi-ACD report Input
FieldsThe following table describes the input fields on real-time Multi-ACD 
report input windows:
Field Definition
First through Eighth ACD: Fill in the names or numbers of the First through Eighth 
ACD(s) for which you want to run the report. You can 
enter an ACD name only if the name has been defined 
in Dictionary.
Split/Skill: Fill in the names or numbers of the Split/Skill(s) for 
which you want to run the report. You can enter a split/
skill name only if the name has been defined in 
Dictionary.
Refresh Every  
Seconds:Enter the number of seconds from 3 to 600, to specify 
how rapidly 
CentreVu CMS should update the report 
data. The default for the Refresh Every  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 Thresholds Check the Enable Report thresholds option to start the 
report with report thresholds running. Uncheck the 
option if you do not want to fun report thresholds.
Run Minimized Check the Run Minimized option to run the report in a 
minimized window. Uncheck the option to run the 
report at full size. 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Multi-ACD Report3-30
Multi-ACD report
exampleThe following figure provides an example of the Multi-ACD report:
Multi-ACD report
descriptionThe following table describes the report fields:
Report 
HeadingDescription Database Item, Calculation, 
or 
 Split/Skill The name(s) or number(s) of the splits/skills 
selected for this report. syn(SPLIT) 
 ACD The name or number of the ACD for which the 
data was selected. syn(ACD)
Skill State The current state of the skill, compared to the 
administered thresholds. This displays as 
Normal, Overload 1, and Overload 2 on the 
report. Requires 
DEFINITY ECS R6 or later with 
CentreVu Advocate. SKSTATE 
 Calls Waiting The number of split/skill ACD calls waiting to be 
answered. This includes calls that are in queue 
and calls that are ringing at an agent voice 
terminal. It does not include direct agent calls for 
the 
DEFINITY ECS Generic 3 switch. INQUEUE+  INRING