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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 VDN Report3-161 .........................................................................................................................................................................................................................................................VDN Report OverviewThis report, which is only available for customers who have the Vectoring feature, displays information about how calls to the specified VDNs are being handled during the current interval. In order to run this report, the Vectoring feature must be enabled. Things to know about this reportHere are some things you need to know about this report: •You can only run this report if the Vectoring feature has been purchased and authorized for you to use. •The database items used for the VDN Report are stored in the cvdn table. •This report uses the VDN Reports Input Window. See VDN report input fields (3-150) for more information. VDN report exampleThe following figure provides an example of a VDN Report:
Real-Time Reports CentreVu® Supervisor Version 8 Reports VDN Report3-162 VDN report descriptionThe following table describes the report fields: Report Heading Description Database Item, Calculation, or VDN The number or name of the VDN for which the report shows data. VDN Calls Waiting Number of calls (which may include non-ACD and direct agent calls) to the VDN that are currently being processed by the vector, are in queue, or are ringing at an agents voice terminal. INPROGRESS - ATAGENT Oldest Call WaitingLength of time the oldest call currently waiting in the VDN has been waiting. OLDESTCALL Avg Speed Ans The average speed of answer for split/skill and direct agent ACD calls to the VDN that were completed during the reporting period. ANSTIME / ACDCALLS Aban Calls The number of calls to the VDN that hung up during this interval. ABNCALLS Avg Aban Time The average time calls waited (in split/skill or VDN) before hanging up. ABNTIME / ABNCALLS ACD Calls The number of calls to the VDN completed during the interval that were answered by an agent. This includes calls from queue to main, check backup, messaging split/skill, route to split skill, and adjunct routing to split/skill or direct agent. ACDCALLS Avg ACD Time The average talk time (not including hold time) for all ACD calls (which may include direct agent calls) completed during the interval that were processed by the VDN. ACDTIME / ACDCALLS Busy + Disc CallsNumber of calls offered to the VDN that received a forced busy signal or forced disconnect. BUSYCALLS + DISCCALLS Flow In Number of calls that were redirected to this VDN via a route to VDN. Calls are counted regardless of whether they remained connected to the VDN, were abandoned, or were routed to some other destination. INFLOWCALLS
Real-Time Reports CentreVu® Supervisor Version 8 Reports VDN Report3-163 Flow Out The number of calls to this VDN that were redirected to another VDN or a destination outside the switch by way of a route to or adjunct routing command (Generic 3 switches only). This does not include calls redirected to another vector by way of a go to vector command, because those calls stay in the same VDN. OUTFLOWCALLS Active VDN Calls Number of calls currently active in a VDN. This only includes incoming trunk calls directly to the VDN, but it does not include internal calls, transfers, or calls routed or redirected to the VDN through another VDN. A call is considered active in a VDN from the time that the call routes to the VDN until all parties on the call have been dropped and the call is released. If CentreVu CMS is connected to a switch release earlier than Generic 3 Version 4 or the vectoring feature is not enabled, then the Active VDN Calls column is displayed, but the fields are blank. ACTIVECALLS Report Heading Description Database Item, Calculation, or
Real-Time Reports CentreVu® Supervisor Version 8 Reports Vector Report3-164 Vector Report .........................................................................................................................................................................................................................................................Overview PurposeThe Vector report displays the information about how calls to the specified vectors are being handled during the current interval. Organization of this sectionThis section contains the following topics: •Vector Selector Window and Input Fields (3-165) •Vector Report (3-166).
Real-Time Reports CentreVu® Supervisor Version 8 Reports Vector Selector Window and Input Fields3-165 .........................................................................................................................................................................................................................................................Vector Selector Window and Input Fields OverviewThe vector selector window is where you specify which vectors will appear in the report Vector report selector windowThe following figure is an example of the Vector Report selector window: Vector report input fieldsThe following table describes the input fields on real-time Vector report input windows. The report input window must be filled in to run the report: Field Definition Vector(s): Enter the name(s) or number(s) of the vector(s) for which you want to run the report. You can enter a vector name only if the name has been defined in the Dictionary. Refresh Every seconds: Enter the number of seconds (3 to 600) to specify how frequently 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 Vector Report3-166 .........................................................................................................................................................................................................................................................Vector Report OverviewThe Vector report displays information about how calls to the specified vectors are being handled during the current interval. Things to know about this reportHere are some things you need to know about this report: •The database items used for the Vector Report are stored in the cvector table. •This report uses the Vector Report Input window. Select the vectors that you want to view on the report. See Vector Selector Window and Input Fields (3-165) for more information. Vector report exampleThe following figure provides an example of a Vector Report: Vector report descriptionThe following table describes the report fields: Report Heading Description Database Item, Calculation, or Vector or Vector NameNumber or name of the vector for which the report shows data (selected in the report input window). VECTOR Calls Wait Number of calls (which may include ACD and direct agent calls) that are currently being processed by the vector. This includes calls ringing a voice terminal. INPROGRESS
Real-Time Reports CentreVu® Supervisor Version 8 Reports Vector Report3-167 Avg Speed Ans The average time, in minutes and seconds, that split/skill and direct agent ACD calls waited before they were answered by an agent. This item includes only calls that were answered as a result of processing by this vector. It does not include hold time. ANSTIME / ACDCALLS Aban Calls Number of calls that were abandoned while being processed by this vector. This includes direct agent calls and calls that were abandoned while queued to a split/skill or while ringing a voice terminal. ABNCALLS Avg Aban Time The average time a caller waited before hanging up. ABNTIME / ABNCALLS ACD Calls The number of calls that were processed by the vector and answered by an agent. This includes direct agent calls for Generic 3 switches and the ECS, and it does includes ACD calls placed by an adjunct (also called outbound predictive dialing), for the Generic 3 switches with the ASAI feature only. ACDCALLS Busy + Disc CallsNumber of calls offered to the vector that received a forced busy signal or forced disconnect. BUSYCALLS + DISCCALLS Flow In Number of calls that were redirected from within the switch to this vector . Calls are counted regardless of whether they were answered while being processed by the vector, were abandoned, or were routed to some other destination. INFLOWCALLS Flow Out The number of calls to this vector that were redirected to another vector or a destination by way of a route to, go to vector or adjunct routing command (Generic 3 switches only). This includes calls routed to destinations within and outside the switch. Calls that route to a split/ skill are not considered vector flow out calls, but are still tracked in the vector. OUTFLOWCALLS Report Heading Description Database Item, Calculation, or
Real-Time Reports CentreVu® Supervisor Version 8 Reports Drill-Down Reports3-168 Drill-Down Reports .........................................................................................................................................................................................................................................................Overview PurposeSupervisor reports allow you to drill-down to very detailed information from a variety of places. A drill-down report is a report that gives you very specific information on an agent or a work state in a split/skill. Organization of this sectionThis section contains the following topics: •General Information About Drill-Down Reports (3-169) •Drill-Down Top Agent Work State Report (3-170) •Drill-Down Work State Report (3-174).
Real-Time Reports CentreVu® Supervisor Version 8 Reports General Information About Drill-Down Reports3-169 .........................................................................................................................................................................................................................................................General Information About Drill-Down Reports Drill-down report accessYou can access drill-down reports in the following ways: •Double click on an element in a report that allows you to access a drill-down report •Single click on an element in a report that allows you to access a drill-down report and then using the right mouse button menu to select a specific drill-down report •Use the Tools menu to select any of the drill-down reports that are accessible from the currently running report. Location ID as a report fieldIf you use a customer-created drill-down report to view information related to CentreVu Advocate and that report uses Location ID as an input field, a completely new drill-down report will display. This report will differ from the current set of drill-down reports and will include agent location ID as a report field. Drill-down reports will only contain Location ID if the report you drilled down from uses Location ID as an input. Finding drill-down informationYou can tell if the report you are currently running accesses a drill-down report(s) (and which drill-down reports are available) by moving the mouse cursor over information on the report and reading the status bar at the bottom left-hand side of the report window. Drill-Down report typesThere are two basic elements on reports from which you can access drill- down reports: •Agent names, Login IDs or Location IDs- drill-down to agent-specific information reports •Work states (AUX, Avail, ACD, ACW, Ring, Other) - drill-down to work state reports or AUX Agents reports (ECS only). Modifying drill-down reportsDrill-down reports can only be modified if they are run from the Reports Selector window. They cannot be modified if they are accessed from another report or agent work state.
Real-Time Reports CentreVu® Supervisor Version 8 Reports Drill-Down Top Agent Work State Report3-170 .........................................................................................................................................................................................................................................................Drill-Down Top Agent Work State Report OverviewThis report shows top agents who are in the specified work state and the time in the state. In addition, this report shows all of the agents that are staffed even if they are not in a particular state for the specified split/skill. This report is available on all DEFINITY ECS or later switch releases with EAS. Accessing the reportYou can only access this report by drilling down from work states (AVAIL, ACD, ACW, RINGING, and OTHER) or Location ID on other Real-Time Top Agent reports (for example, from the Real-Time Graphical Top Skill Status report) except for the AUX work state which requires DEFINITY ECS with EAS. This report will only contain Location ID if the report you drilled down from uses Location ID as an input. When you drill down to this report from another report, this report shows all of the top agents in that particular work state for that split or skill only. Report contentsThis report contains: •A table with a row for each top agent currently in the selected work state. •Top agent name, login ID, time in state, split/skill, and the skill level and role in the skill in which the agent is active in each row of the table. •The user will be able to specify sort by agent name, login ID, time in state, split/skill, skill level and role. •The user will be able to specify a primary and a secondary sort key. By default, the table will be sorted by split/skill for the primary sort, then by time in state (in descending order) for the secondary sort. Report useFrom this report, you can drill down to Real-Time or Integrated Agent Information reports. Call Center Supervisors can use this report to look at all the top agents in a particular work state, and to see how long an agent has been in this work state, the skill for which they are occupied, the skill level assigned to the agent for this skill, and the role the agent has in this skill. You cannot customize this report. Database itemsThe database items used for this report are stored in the csplit and cagent tables.