Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Call Profile Report3-81
% Within Service 
LevelThe percentage of split/skill ACD calls that were 
answered by an agent within the predefined 
service level. Calls offered to the split/skill 
include calls that were abandoned and calls that 
were not answered, but do not include direct 
agent calls. Calls that were not answered may 
include forced busy calls, forced disconnect 
calls, calls redirected to another destination, and 
calls queued to more than one split/skill and 
answered in another split/skill.
For the call vectoring feature, calls that were not 
answered may include
•Forced Busy calls
•Forced disconnect calls
•Calls redirected to another destination
•Calls queued to more than one split/skill (Generic 
3 only) and answered in another split/skill.
100*(ACCEPTABLE/CALLS- 
OFFERED)   

% Outside Service 
LevelPercentage of split/skill ACD calls that were not 
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, forced disconnect calls, calls redirected to 
another destination, and calls queued to more 
than one split and answered in another split/
skill. For Generic 3 switches, Percent Within 
Service Level does not include direct agent 
calls.< 
Aban Calls The number of calls to the split/skill that were 
abandoned within each increment. If calls are 
queued to multiple splits/skills, only the first split/
skill queued to records an abandon. This 
includes outbound ACD calls placed by an 
adjunct (also called outbound predictive dialing) 
for the Generic 3 with ASAI only. It does not 
include direct agent calls. ABNCALLS1-10 Report Heading Description Database Item, Calculation, 
or  
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Call Profile Report3-82
ACD Calls This is the number of calls that were sent to the 
split/skill that were answered by an agent within 
each increment. This includes outbound ACD 
calls placed by an adjunct (also called outbound 
predictive dialing), for the Generic 3 with ASAI 
only. For the Generic 3 switches it does not 
include direct agent calls. ACDCALLS1  Report Heading Description Database Item, Calculation, 
or  
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical EWT Report3-83
.........................................................................................................................................................................................................................................................Split/Skill Graphical EWT Report
OverviewThis report shows the current Expected Wait Time (EWT) for one or more 
of the splits or skills you specify.
Things to know about
this reportHere are some things you need to know about this report:
•This report is available only if you have a Generic 3 Version 4 or 
later version switch with the EWT option.
•You can access this report from the Real-Time Split/Skill Category 
selector menu.
•The vertical axis of the chart is labeled with the names or numbers 
of the splits or skills selected for the report.
•A legend appears to the right of the chart.
•The database items used for the report are stored in the  csplit 
table.
•The chart type can be changed. See Chapter 2: Using Reports in 
this document for more information.
•This report uses the Split/Skill Report Input Window. Select a skill 
that you want to view on the report. See 
Split/skill report input 
fields (3-60) for more information. 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical EWT Report3-84
Split/Skill Graphical EWT
report exampleThe following figure provides an example of a Split/Skill Graphical EWT 
report:
Split/Skill Graphical EWT
report descriptionThe following table describes the report fields:
Report  Heading Description Database Item, Calculation, or 

Skill  The name or number of the skill that is selected 
for this report.syn(  SPLIT) 
Top  This heading contains EWT for the split/skill at 
top priority. EWT is the wait time for the call when 
it is queued to the split/skill at the top priority. 
EWT measures only the time it takes to deliver 
the call to an agent. It does not include ringing 
time. If 
CentreVu CMS is connected to a switch 
previous to the Generic 3 Version 4 or if vectoring 
is not activated, the EWT headings and columns 
are displayed, but the fields are blank. Exception 
thresholds for EWT can be set from the 
Exceptions command. EWTTOP 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical EWT Report3-85
High  This heading contains EWT for the split/skill at 
high priority. EWT is the wait time for the call 
when it is queued to the split/skill at high priority. 
EWT measures only the time it takes to deliver 
the call to an agent. It does not include ringing 
time. If 
CentreVu CMS is connected to a switch 
previous to the Generic 3 Version 4 or if vectoring 
is not activated, the EWT headings and columns 
are displayed, but the fields are blank. Exception 
thresholds for EWT can be set from the 
Exceptions command. EWTHIGH 
Medium This heading contains EWT for the split/skill at 
medium priority. EWT is the wait time for the call 
when it is queued to the split/skill at medium 
priority. EWT measures only the time it takes to 
deliver the call to an agent. It does not include 
ringing time. If 
CentreVu CMS is connected to a 
switch previous to the Generic 3 Version 4 or if 
vectoring is not activated, the EWT headings and 
columns are displayed, but the fields are blank. 
Exception thresholds for EWT can be set from 
the Exceptions command. EWTMEDIUM 
Low  This heading contains EWT for the split/skill at 
low priority. EWT is the wait time for the call when 
it is queued to the split/skill at low priority. EWT 
measures only the time it takes to deliver the call 
to an agent. It does not include ringing time. If 
CentreVu CMS is connected to a switch previous 
to the Generic 3 Version 4 or if vectoring is not 
activated, the EWT headings and columns are 
displayed, but the fields are blank. Exception 
thresholds for EWT can be set from the 
Exceptions command. EWTLOW  Report  Heading Description Database Item, Calculation, or 
 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Queue Report3-86
.........................................................................................................................................................................................................................................................Split/Skill Graphical Queue Report
OverviewThis report shows the number of calls waiting in queue, the amount of 
time that the oldest call has waited in queue, and trending for one or 
more splits/skills.
Things to know about
this reportHere are some things you need to know about this report:
•You can access this report from the Real-Time Split/Skill Category 
selector menu.
•You can use this report to view trends of calls waiting for several 
splits/skills.
•The chart type can be changed. See Chapter 2: Using Reports in 
this document for more information.
•This report has four graphs. The two graphs on the left side of the 
report show the number of Calls Waiting (upper left quadrant) and 
the Oldest Call Waiting (lower left quadrant). The two graphs on the 
right side of the report show the trends for the last ten refresh 
intervals for the same data items. The legend shows which line 
corresponds to which split/skill.
•Each bar graph has a horizontal bar, on the left quadrant of the 
report, for each split/skill selected for the report. Each graphs x-axis 
dynamically scales to the largest value of the items being reported. 
The x-axis of the Calls Waiting bar graph displays the number of 
calls (No. Calls) waiting in the split/skill queue. The x-axis of the 
Oldest Call Waiting bar graph displays the number of seconds the 
oldest call in the split/skill queue has waited.
•The database items used for this report are stored in the  csplit 
table.
•This report uses the Split/Skill Report Input Window. Select a skill 
that you want to view on the report. See 
Split/skill report input 
fields (3-60) for more information. 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Queue Report3-87
Split/Skill Graphical
Queue report exampleThe following figure provides an example of a Split/Skill Graphical Queue 
report:
Split/Skill Graphical
Queue 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  
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Queue Report3-88
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 
WaitingThe length of time (in seconds) the oldest ACD 
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  Report Heading Description Database Item, Calculation, or 
 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Skill Overload Report3-89
.........................................................................................................................................................................................................................................................Split/Skill Graphical Skill Overload Report
OverviewThis report is only available for customers who have DEFINITY ECS R6 
or later switches with Expert Agent Selection (EAS) and have purchased 
CentreVu Advocate. It shows the skill state (normal, unknown, overload1, 
overload 2) and trends for a selected skill.
If 
CentreVu Advocate is not activated, the fields of the report which 
pertain to 
CentreVu Advocate will not be populated.
Things to know about
this reportHere are some things you need to know about this report:
•You can access this report from the Real-Time Split/Skill Category 
selector menu.
•The report caption displayed when the report is run reads “Skill 
Overload: xxx” where xxx is the skill name string specified by the 
Name Formats window of Tools/Options.
•This report has two sections: a vertical bar chart and a rolling line 
chart.
•The vertical bar chart consists of:
– A vertical bar for each skill input for the report, showing the 
current skill state.
– The y-axis of the report will display, from the bottom up, 
“Normal,” “Overload1,” and “Overload2.”
– The title: Skill Overload Report
– By default, a legend displays. The legend will show the 
synonym for every skill specified in the input, or the skill 
number if no skill name has been defined.
•The rolling line chart consists of:
– When the report is started, only one data point (whether 
unknown, normal, overload1 or overload2) is displayed for 
each skill. With each refresh, the new status will be added to 
the previous refresh. This continues for 20 refreshes, at which 
time the oldest data will roll off the chart.
– The x-axis of the chart displays a tick mark for each report 
refresh.
– The y-axis of the chart displays, from the bottom up, “Normal,” 
“Overload1,” and “Overload2.”
•The database items used for this report are stored in the  csplit 
table.
•This report uses the Split/Skill Report Input Window. Select a skill 
that you want to view on the report. See 
Split/skill report input 
fields (3-60) for more information. 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Skill Overload Report3-90
Split/Skill Graphical Skill
Overload report exampleThe following figure is an example of a Graphical Skill Overload report:
Split/Skill Graphical Skill
Overload 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