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Lucent Technologies CentreVu Supervisor Version 8 Reports Guide
Lucent Technologies CentreVu Supervisor Version 8 Reports Guide
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Real-Time Reports CentreVu® Supervisor Version 8 Reports Split/Skill Graphical Top Skill Status Report3-101 Split/Skill Graphical Top Skill Status report descriptionThe following table describes the report fields: Report Heading Description Database Item, Calculation, or Skill: The name or number of the skill (up to 20 characters) that is 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 Top Agents Staffed:The current number of top agents that are staffed in this skill. TSTAFFED Flex Agents StaffedNumber of agents who are staffing the skill, but are neither top or reserve agents. Requires ECS R6 or later with CentreVu Advocate. This field will contain backup agents if the CentreVu Advocate feature is not used, since the database item consists of agents whose role in the skill is backup (applicable regardless of whether CentreVu Advocate is administered), allocation, or roving. FSTAFFED Reserve1 Agents StaffedNumber of agents staffing this skill as reserve1. Requires ECS R6 or later with CentreVu Advocate. R1STAFFED Reserve2 Agents StaffedNumber of agents staffing this skill as reserve2. Requires ECS R6 or later with CentreVu Advocate. R2STAFFED AVAIL The current number of agents that are available to receive ACD calls in this split/skill. AVAILABLE ACD The total time during the collection interval that the agent was talking on ACD calls for the Split. sum() ACW The total time during the collection interval that the agent was in after call work (ACW). This includes ACW for split/skill ACD Calls and ACW not associated with the call. sum() AUX The total time during the collection interval that the agent was in the AUX work state in all splits/skills or in AUXINCALLS or AUXOUTCALLS. sum(TI_AUXTIME)
Real-Time Reports CentreVu® Supervisor Version 8 Reports Split/Skill Graphical Top Skill Status Report3-102 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 split/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 line 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 only stored for the split/skill logged into the longest. TI_ time needs to be summed across the split/skills the agents may log into, in case the logon order changes during the collection interval. sum(TI_OTHERTIME) Agent Name The names (or agent IDs if the names have not been assigned in the Dictionary) of the top agents assigned to this skill and logged in.syn( LOGID) State The current work mode (state) 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) 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 AUX Reason For the DEFINITY ECS, this is the reason code associated with the auxiliary work state (on a break, in a meeting, and so on) of this agent. This field is blank if the agent is not in the AUX state.syn(AUXREASON) Skill The name or number of the skill (up to 20 characters) that is selected for this report. syn(SPLIT) Report Heading Description Database Item, Calculation, or
Real-Time Reports CentreVu® Supervisor Version 8 Reports Split/Skill Graphical Top Skill Status Report3-103 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.syn(WORKSKLEVEL) Reason Code 0 The current number of positions that are in auxiliary work with reason code zero (0) for this skill or on AUXIN/AUXOUT calls. Reason code 0 is for system AUX work when reason codes are active ( DEFINITY ECS with EAS and later).INAUX0 Reason Code 1...9The current number of positions that are in auxiliary work with each of the reason codes 1-9 for this skill or on AUXIN/AUXOUT calls ( DEFINITY ECS and later). TINAUX1-9 Report Heading Description Database Item, Calculation, or
Real-Time Reports CentreVu® Supervisor Version 8 Reports Reserve1 AUX Agents Report3-104 .........................................................................................................................................................................................................................................................Reserve1 AUX Agents Report OverviewThis report, which is available only for customers who have DEFINITY ECS R6 or later switches with EAS and have purchased CentreVu Advocate, displays the Reserve1 agents who are in AUX and the time in AUX, for a specified skill. When this report is accessed from the report menu, it displays as the Reserve1 AUX Agents Report. When it is accessed by drilling down from the AUX work state or Agent Location ID, it displays as the Reserve1 AUX Work State Report. When accessed as a drill-down report, this report will only contain Location ID if the report you drill-down from uses Location ID as an input. Things to know about this reportHere are some things you need to know about this report: •You can access this report the following ways: – From the Real-Time Split/Skill Category selector menu – By drilling down to this report from the AUX work state of Reserve1 agents, or R1INAUX. •Call center managers can use this report to see the Reserve1 agents in each AUX work state, for a specified skill. For each agent, the manager will also be able to see information such as the length of time in the AUX work state. •This report consists of a table and two data fields. The report table contains a row for each agent who is in the specified state for the specified skill. •The report caption will read “Reserve1 AUX Work State Report— xxx,” where xxx is the skill name string specified by the user. •The database items used for the report are stored in the csplit and cagent table. •This report uses the Agent Information Input window. Select an agent that you want to view on the report. See Agent Report Input Windows (3-6).
Real-Time Reports CentreVu® Supervisor Version 8 Reports Reserve1 AUX Agents Report3-105 Reserve1 AUX Agents report exampleThe following figure provides an example of the Reserve1 AUX Agents report: Reserve1 AUX Agents report descriptionThe following table describes the report fields: Field Definition Database Item, Calculation, or Skill The name or number of the skill (up to 20 characters) that is selected for this report.syn(SPLIT) Reserve1 Agents in AUXThe number of reserve1 agents in AUX. Requires DEFINITY ECS R6 or later with CentreVu Advocate.R1INAUX Agent Name The name of the agent. syn(LOGID) Login ID The Login ID that was used to staff the EXTENSION. Agents in multiple splits/skills have one LOGID. LOGID
Real-Time Reports CentreVu® Supervisor Version 8 Reports Reserve1 AUX Agents Report3-106 Location ID The location ID(s) associated with the agent. This ID is not associated with the agent personally, but rather with the terminal the agent is logged into. It is also associated with a port network location ID on DEFINITY. If the Agent Site Tracking feature is not available on your system, the field will not display meaningful data.. LOC_ID Role Agents service role for this SPLIT, as defined in the Dictionary. Requires DEFINITY ECS R6 or later with CentreVu Advocate. syn(ROLE) Active Split/Skill Use WORKSKILL for the following call conditions: •When an agent is on a skill or direct agent ACD call or in ACW (this is the skill associated with the call or ACW). •When an agent is available, in AUX or in OTHER (this is null [blank]). •When an agent is on an AUXIN/AUXOUT call (this is OLDEST_LOGON skill). •When an agent is on an AUXIN/AUXOUT call from the available state, while in AUX or with an AUXIN/AUXOUT call on hold (this is OLDEST_LOGON skill). •When an agent is on an AUXOUT call with an ACD call on hold (this is the skill associated with the ACD call). Note that WORKSKILL differs from WORKSPLIT only in the case that the agent is available. In this case, WORKSKILL will be blank and WORKSPLIT will contain one of the skills in which the agent is available. For releases with the EAS feature active, it is recommended to use WORKSKILL instead of WORKSPLIT in reports. Requires a Generic 3 Version 2 or later switch with the EAS feature.syn(WORKSKILL) Field Definition Database Item, Calculation, or
Real-Time Reports CentreVu® Supervisor Version 8 Reports Reserve1 AUX Agents Report3-107 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 Field Definition Database Item, Calculation, or
Real-Time Reports CentreVu® Supervisor Version 8 Reports Reserve2 AUX Agents Report3-108 .........................................................................................................................................................................................................................................................Reserve2 AUX Agents Report OverviewThis report, which is available only for customers who have DEFINITY ECS R6 or later switches with EAS and have purchased CentreVu Advocate, displays the Reserve2 agents who are in AUX and the time in AUX, for a specified skill. When this report is accessed from the report menu, it displays as the Reserve2 AUX Agents Report. When it is accessed by drilling down from the AUX work state or Agent Location ID, it displays as the Reserve2 AUX Work State Report. When accessed as a drill-down report, this report will only contain Location ID if the report you drill-down from uses Location ID as an input. Things to know about this reportHere are some things you need to know about this report: •You can access this report the following ways: • – From the Real-Time Split/Skill Category selector menu – By drilling down to this report from the AUX work state of Reserve2 agents, or R2INAUX. •Call center managers can use this report to see the Reserve2 agents in each AUX work state, for a specified skill. For each agent, the manager will also be able to see information such as the length of time in the AUX work state. •This report consists of a table and two data fields. The report table contains a row for each agent who is in the specified state for the specified skill. •The report caption will read “Reserve2 AUX Work State Report— xxx,” where xxx is the skill name string specified by the user. •The database items used for the report are stored in the csplit and cagent table. •This report uses the Agent Information Input window. Select an agent that you want to view on the report. See Agent Report Input Windows (3-6).
Real-Time Reports CentreVu® Supervisor Version 8 Reports Reserve2 AUX Agents Report3-109 Reserve2 AUX Agents report exampleThe following figure provides an example of the Reserve2 AUX Agents report: Reserve2 AUX Agents report descriptionThe following table describes the report fields: Field Definition Database Item, Calculation, or Skill The name or number of the skill (up to 20 characters) that is selected for this report.syn(SPLIT) Reserve2 Agents in AUXThe number of reserve2 agents in AUX. Requires DEFINITY ECS R6 or later with CentreVu Advocate.R2INAUX Agent Name The name of the agent. syn(LOGID) Login ID The Login ID that was used to staff the EXTENSION. Agents in multiple splits/skills have one LOGID. LOGID
Real-Time Reports CentreVu® Supervisor Version 8 Reports Reserve2 AUX Agents Report3-110 Location ID The location ID(s) associated with the agent. This ID is not associated with the agent personally, but rather with the terminal the agent is logged into. It is also associated with a port network location ID on DEFINITY. If the Agent Site Tracking feature is not available on your system, the field will not display meaningful data.. LOC_ID Role Agents service role for this SPLIT, as defined in the Dictionary. Requires DEFINITY ECS R6 or later with CentreVu Advocate. syn(ROLE) Active Split/Skill Use WORKSKILL for the following call conditions: •When an agent is on a skill or direct agent ACD call or in ACW (this is the skill associated with the call or ACW). •When an agent is available, in AUX or in OTHER (this is null [blank]). •When an agent is on an AUXIN/AUXOUT call (this is OLDEST_LOGON skill). •When an agent is on an AUXIN/AUXOUT call from the available state, while in AUX or with an AUXIN/AUXOUT call on hold (this is OLDEST_LOGON skill). •When an agent is on an AUXOUT call with an ACD call on hold (this is the skill associated with the ACD call). Note that WORKSKILL differs from WORKSPLIT only in the case that the agent is available. In this case, WORKSKILL will be blank and WORKSPLIT will contain one of the skills in which the agent is available. For releases with the EAS feature active, it is recommended to use WORKSKILL instead of WORKSPLIT in reports. Requires a Generic 3 Version 2 or later switch with the EAS feature.syn(WORKSKILL) Field Definition Database Item, Calculation, or