Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Queue/Agent Status Report3-51
Queue/Agent Status
report descriptionThe following table describes the report fields:
Report Heading Description Database Item, Calculation, or 

Split/Skill The name or number of the split or skill selected 
for this report.syn(SPLIT)
Skill State Current state of this skill, compared to the 
administered thresholds.  Requires ECS R6 or 
later with 
CentreVu Advocate. syn(SKSTATE)
Calls Waiting The total number of split or skill ACD calls waiting 
to be answered for each split/skill in the report. 
This includes calls that are in queue and are 
ringing at an agents voice terminal. It also 
includes outbound ACD calls placed by an 
adjunct (also called outbound predictive dialing), 
for the the Generic 3 with ASAI only. For the 
Generic 3 switches, it does not include direct 
agent calls.INQUEUE+INRING
Oldest Call 
WaitingThe length of time (in seconds) the oldest call has 
waited in queue or ringing (at an agent voice 
terminal for each split/skill in the report) before 
being answered. This does not include direct 
agent calls.OLDESTCALL
Direct Agent 
Calls WaitingThe current number of direct agent calls (Generic 
3 switches only) that are waiting in this splits/
skills queue or ringing at agent positions.DA_INQUEUE+DA_INRING
% Within Service 
LevelThe percentage of split/skill ACD calls that were 
answered by an agent within the predetermined 
time.100*(ACCEPTABLE/ 
CALLSOFFERED) 

Secs Shows the current setting for the Acceptable 
Service Level, in seconds, as defined on the Call 
Center Administration Split/Skill Call Profile 
Setup.SERVICELEVEL
ACD Calls The number of calls that were queued to this 
split/skill and answered by an agent in this split/
skill (includes O_ACDCALLS).ACDCALLS 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Queue/Agent Status Report3-52
Aban Calls The number of calls that are abandoned by the 
caller when calls are in queue or when calls are 
ringing for this split/skill. This includes calls with 
talk times less than the phantom abandoned call 
timer value, if it is set. NOTE: When a call is 
queued to multiple splits/skills and abandons 
from the queue, only the primary split/skill 
increments ABNCALLS. (Calls that are ringing at 
an agents voice terminal and then abandon 
count as abandons for the split/skill for which they 
were ringing.)ABNCALLS
Agents Staffed The total number of agents logged into each split/
skill.STAFFED
Agents Avail The current number of agents that are available 
to receive ACD calls in each split/skill.AVA I L A B L E
Role The Agents service role for this SPLIT, as 
defined in the Dictionary. Requires 
DEFINITY 
ECS R6 or later with 
CentreVu Advocate. syn(ROLE)
Percent The Agents percent allocation for this SPLIT. 
Requires 
DEFINITY ECS R6 or later with 
CentreVu Advocate. PERCENT
Agents Ringing The current number of agents that are available 
and have ACD calls (including direct agent calls) 
ringing at their voice terminal, but have not yet 
answered. If the agent places a call or answers 
an extension call, the agent is shown in the AUX 
work state, rather than in the ringing state.AGINRING
Agents on ACD 
CallsThe total number of agents that are connected to 
inbound and outbound ACD calls in each split/
skill. This does not include direct agent calls.ONACD
Agents in ACW The number of agents that are in the after call 
work mode for each split/skill. This includes 
agents on ACWIN/ACWOUT calls and agents in 
ACW not associated with an ACD call.INACW
Agents in AUX The current number of agents who are in the 
AUX work mode for all splits/skills, including 
agents who are handling AUXIN/AUXOUT calls.INAUX Report  Heading Description Database Item, Calculation, or 
 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Queue/Agent Status Report3-53
Agents in Other The current number of agent positions that are 
doing other work. For the Generic 3 switch, the 
agent did one of the following activities while in 
the Auto-in or Manual-In state: The agent put any 
call on hold and performed no further action. The 
agent is on a direct agent call or in ACW for a 
direct agent call. The agent is dialing to place a 
call or to activate a feature.  The agent has a 
ringing personal call with no other activity. For the 
Generic 3 switches without EAS, agents are 
logged into multiple splits and doing work for a 
split other than this one. Agent positions show up 
as OTHER directly after the link to the switch 
comes up and directly after the agents log in 
before the 
CentreVu CMS is notified of the 
agents work state.OTHER
 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)
 Login ID The login identification of the agent. LOGID
 Extn The extension that the agent logged in from EXTENSION
 Role The Agents service role for this SPLIT, as 
defined in the Dictionary. Requires 
DEFINITY 
ECS R6 or later with 
CentreVu Advocate. syn(ROLE)
 Percent The Agents percent allocation for this SPLIT. 
Requires 
DEFINITY ECS R6 or later with 
CentreVu Advocate. PERCENT
 AUX Reason The reason associated with the auxiliary work 
state of this agent (for example, lunch, break, 
meeting, or training). This field is blank if the 
agent is not in the AUX state.AUXREASON
 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(WORKMODE) and 
syn(DIRECTION) Report Heading Description Database Item, Calculation, or 
 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Queue/Agent Status Report3-54
 Split/Skill The skill and level associated with the split/skill or 
direct agent ACD call that the agent is on or the 
ACW session.
WORKSKILL is the OLDEST_LOGON:
•When an agent is on an AUXIN/AUXOUT call 
from the available state, while in AUX or with an 
AUXIN/AUXOUT call on hold
•When an agent is on an AUXIN call with an ACD 
call on hold.
 When an agent is on an AUXOUT call with an 
ACD call on hold, this is the split/skill associated 
with the ACD call. When an agent is available, in 
AUX, or in OTHER, this is blank. The level is 
either a skill level (1-16) for a normal skill or a 
reserve level (R1 or R2) for a reserve skill. This 
WORKSKLEVEL applies to WORKSKILL.syn(WORKSKLEVEL)
 Level The skill level associated with the agents current 
WORKSKILL, when WORKSKILL is not null. 
Requires a Generic 3 Version 2 or later switch 
with the EAS feature. For 
CentreVu Advocate, in 
the cagent table, WORKSKLEVEL contains 
either a skill level (1-16) for a normal skill, or a 
reserve level (1 or 2) for a reserve skill. This 
WORKSKLEVEL applies to WORKSKILL. syn(WORKSKLEVEL)
 Time The elapsed time since the last agent 
WORKMODE change for any split/skill. This item 
is not reset if the DIRECTION changes, but 
WORKMODE remains the same. For example, if 
the agent goes from AUX to AUXOUT to AUX, 
AGTIME continues without resetting.AGTIME
VDN Name 
(Shows data only 
if you have 
purchased the 
Vectoring 
feature)The number or name of the VDN for which the 
report shows data. The Vector Directory Number 
(VDN) is associated with the ACD call in 
progress.VDN Report  Heading Description Database Item, Calculation, or 
 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Queue/Agent Summary Report3-55
.........................................................................................................................................................................................................................................................Queue/Agent Summary Report
OverviewThis report summarizes the splits/skills queue status (for example, how 
many calls are waiting in queue). It also summarizes the status of all 
agents (for example, how many agents are currently staffed or in after 
call work for the split or skill).
Things to know about
this reportHere are some things you need to know about this report:
•Direct agent calls waiting are displayed in this report because direct 
agent calls occupy split/skill queue slots on Generic 3 or later 
switches.
•The database items used for the Queue/Agent Summary report are 
stored in the csplit and cagent tables.
•This report uses the Queue Report Input Window. Select a split/skill 
that you want to view on the report. See 
Queue/Agent Report Selector 
Window and Input Fields (3-43) for more information.
Queue/Agent Summary
report exampleThe following figure provides an example of a Queue/Agent Summary 
report: 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Queue/Agent Summary Report3-56
Queue/Agent Summary
report descriptionThe following table describes the report fields:
Report  Heading Description Database Item, Calculation, or 

 Split/Skill The name or number of the splits/skills 
selected for this report.syn(SPLIT)
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 or 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 Generic 3 switch.INQUEUE+INRING
 Oldest Call Waiting The length of time (in seconds) the oldest call 
has waited in queue or ringing (at an agent 
voice terminal for each split/skill in the report) 
before being answered. This does not include 
direct agent calls.OLDESTCALL
Direct Agent Calls 
WaitingThe current number of direct agent calls 
(Generic 3 only) that are waiting in this splits/
skills queue or ringing at agent positions.DA_INQUEUE+DA_INRING
% Within Service 
LevelThe percentage of split/skill ACD calls that 
were answered by an agent within the 
predetermined time.100*(ACCEPTABLE/ 
CALLSOFFERED) 

Secs. The size of each service level increment is 
measured in seconds. Each increment of 
seconds represents a progressively longer 
wait time segment during which calls may be 
answered or abandoned, and each increment 
can be a different length. These increments 
are defined in the Call Center Administration - 
Split/Skill Call Profile Setup window or VDN 
Call Profile Setup window.PERIOD1-9
Agents Staffed: The total number of agents that are logged 
into each split/skill.STAFFED
Agents Avail: The current number of agents that are 
available to receive ACD calls in this split/skill.AVAILABLE 
						

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Queue/Agent Summary Report3-57
Agents Ringing: The current number of agents that are 
available and have ACD calls (including direct 
agent calls) ringing at their voice terminal but 
have not yet answered. If the agent places a 
call or answers an extension call, the agent is 
shown in the AUX work state, rather than in 
the ringing state.AGINRING
Agents on ACD 
Calls:The total number of agents that are connected 
to inbound and outbound ACD calls in each 
split/skill. This does not include direct agent 
calls.ONACD
Agents in ACW: The number of agents who are in the after call 
work mode for each split/skill. This includes 
agents on ACW-IN/ACW-OUT calls and 
agents in ACW not associated with an ACD 
call.INACW Report  Heading Description Database Item, Calculation, or 
 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Reports3-58
Split/Skill Reports
.........................................................................................................................................................................................................................................................Overview
PurposeFrom the Real-Time Split/Skill menu you can select Split Status (non- 
EAS) or Skill Status (EAS), Split/Skill Report, or Call Profile. Additionally, 
if you have the EAS feature, you can select Top Agent Status, Top Agent 
Report, and Skill AUX Report
The Split Status report or Skill Status report shows the status of one split 
or one skill. If you have the EAS feature, your system displays the Skill 
Status report. If you do not have the EAS feature, your system displays 
the Split Status report.
Organization of this
sectionThis section contains the following topics:
•General Information About Split/Skill Reports (3-59)
•Split/Skill Report Selector Window and Input Fields (3-60)
•Split/Skill Call Profile Report (3-62)
•Real-Time Graphical Active Agents Report (3-65)
•Real-Time Graphical Allocated Agents Report (3-69)
•Split/Skill Graphical AUX Agents Report (3-73)
•Split/Skill Graphical AUX Top Agents Report (3-76)
•Split/Skill Graphical Call Profile Report (3-79)
•Split/Skill Graphical EWT Report (3-83)
•Split/Skill Graphical Queue Report (3-86)
•Split/Skill Graphical Skill Overload Report (3-89)
•Split/Skill Graphical Staffing Profile Report (3-91)
•Split/Skill Graphical Status Report (3-95)
•Split/Skill Graphical Top Skill Status Report (3-99)
•Reserve1 AUX Agents Report (3-104)
•Reserve2 AUX Agents Report (3-108)
•Skill AUX Report (3-112)
•Skill Status Report (3-114)
•Skill Top Agent Report (3-120)
•Split Status Report (3-125)
•Split/Skill Report (3-130)
•Split/Skill by Location Report (3-134)
•Split/Skill Top Agent Status Report (3-136)
•Split/Skill Agent Status by Location Report (3-140) 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
General Information About Split/Skill Reports3-59
.........................................................................................................................................................................................................................................................General Information About Split/Skill Reports
Organization of split/skill
reportsThe following list shows how the Split/Skill reports are organized in 
CentreVu Supervisor:
•Call Profile
•Graphical Active Agents
•Graphical Allocated Agents
•Graphical AUX Agents Report
•Graphical AUX Top Agents Report
•Graphical Call Profile
•Graphical EWT
•Graphical Queue
•Graphical Skill Overload 
•Graphical Staffing Profile
•Graphical Status
•Graphical Top Skill Status
•Reserve1 AUX Agents
•Reserve2 AUX Agents
•Skill AUX
•Skill Status
•Skill Top Agent
•Split Status
•Split/Skill Report
•Split/Skill by Location Report
•Top Agent Status Report
•Agent Status by Location Report 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Report Selector Window and Input Fields3-60
.........................................................................................................................................................................................................................................................Split/Skill Report Selector Window and Input Fields
OverviewThe split/skill report selector window and the split/skill report input 
window are used to run the split/skill reports described in this section.
Split/Skill report selector
windowThe following figure is an example of the Split/Skill report selector 
window. The reports are explained in the same order as listed in the 
window:
Split/skill report input
fieldsThe reports in this section use the Split/Skill Reports Input Window. The 
following table describes the input fields on real-time Split/Skill report 
input windows. Not all reports use all fields; refer to information for the 
specific report you are running to determine what you want to view. For 
example, you may enter a skill or split/skill to run the report.
All possible fields on this window are described here:
Field Definition
Skill:, Split:, Split/Skill:, or 
Splits/Skills:Fill in the Skill (or split) input 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.
Multi-Location ID Select a location ID for which to run the report. The location ID is an ID 
number of 1 – 44 digits assigned to a 
DEFINITY port network location 
and the equipment assigned to that port location.