Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Trunk Report4-133
Avg Inbound 
Trunk Hold TimeAverage holding time for all incoming calls that 
completed during the specified time period. 
Average holding time includes time in vector 
processing, in queue, ringing, talking, and 
holding.INTIME / INCALLS; 

Inbound CCS Total trunk occupancy by incoming calls during 
the specified time period.I_INOCC / 100
Outbound Calls  Total number of all outgoing calls carried by this 
trunk that completed during the specified time 
period.OUTCALLS
Outbound Aban 
Calls Number of outbound ACD calls (if you have the 
outgoing call management application on ASAI) 
abandoned at the far end. (
DEFINITY ECS 
switches with ASAI). O_ABNCALLS
Avg Outbound 
Trunk Hold TimeAverage holding time of all outgoing calls that 
completed during the specified time period. OUTTIME / OUTCALLS; 

Outbound CCS Total trunk occupancy of outgoing calls during the 
specified time period.I_OUTOCC/100
Maint Busy Time Total time of all maintenance-busy periods for 
this trunk for the time period.MBUSYTIME  Report Heading Description Database Item, Calculation, or 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Trunk Group Report4-134
.........................................................................................................................................................................................................................................................Trunk Group Report 
OverviewThe Trunk Group report summarizes the incoming and outgoing traffic of 
every trunk in a trunk group for the specified time period. You could use 
this report to verify that the number of trunks available to your splits/skills 
is appropriate and to monitor the number of outgoing calls.
Also, because it lists trunks by physical location on the switch and totals 
trunk failures, the Trunk Group report can be useful for troubleshooting 
problems with trunks.
Things to know about
this reportHere are some things to know about this report:
•The Trunk Group report is available in daily, weekly, and monthly 
versions.
•The database items for the Trunk Group report are stored in the  
dtrunk (daily),  wtrunk (weekly), and  mtrunk (monthly) tables.
•The report item Centum Call Seconds (CCS) is the number of 100-
second increments in which the trunk was busy during the intrahour 
interval. A trunk is seized while the call is both in queue and 
connected to an agent. Therefore, wait time for abandoned calls is 
figured into the CCS figures. For example, since a half-hour has 
1800 seconds, the maximum CCS for each trunk in a trunk group is 
18 CCS. Multiplying 18 CCS by the number of trunks in a trunk 
group gives you the maximum occupancy for the trunk group, which 
you can then compare with your actual CCS. If your intrahour 
interval is 15 or 60 minutes, your number will be different.
•For the DEFINITY ECS and Generic 3 switches, trunks that fail are 
immediately put in the Maintenance Busy State.
•This report uses the Trunk/Trunk Group/Busy Hour report input 
window. Select a trunk group that you want to view on the report. 
See 
Trunk/Trunk Group Report Input Fields (4-126) for more 
information. 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Trunk Group Report4-135
Trunk Group report
exampleThe following figure provides an example of the Trunk Group report.
Trunk Group report
descriptionThe following table describes the report fields.
Report Heading Description Database Item, Calculation, or 

Date, Week 
starting, Month 
startingDay, week, or month for which the report was run 
(selected in the report input window). ROW_DATE 
Trunk Group 
NameTrunk group name or number for which the report 
was requested.syn(TKGRP)
ACD  ACD name or number associated with the trunk 
group.syn(ACD)
Trunk  Trunk number (physical equipment location) of 
the trunk. EQLOC
Inbound Calls Total number of inbound calls carried by this 
trunk that completed during the specified time 
period.sum(INCALLS) 
Aban Calls Total number of inbound calls abandoned by the 
caller during the specified time period.sum(ABNCALLS) 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Trunk Group Report4-136
Avg Inbound 
Trunk Hold Tim eAverage holding time for all incoming calls that 
completed during the time period. Average 
holding time includes time in vector processing, 
in queue, ringing, talking, and on hold.sum(  INTIME)/sum(  INCALLS)  

Inbound CCS Total trunk occupancy by incoming calls during 
the specified time period.sum(I_INOCC)/100
Outbound Calls Number of outbound calls that were carried by 
this trunk that completed during the specified 
time period.sum(OUTCALLS)
Outbound Aban 
CallsNumber of outbound ACD calls (if you have the 
Outgoing Call Management application on ASAI) 
that abandoned at the far end.sum(O_ABNCALLS)
Avg Outbound 
Trunk Hold Tim eAverage holding time of all outgoing calls on this 
trunk that completed during the specified time 
period.sum(OUTTIME)/ sum(  
OUTCALLS)  

Outbound CCS Total trunk occupancy of outgoing calls during the 
specified time period.sum(I_OUTOCC) / 100
Trunk Failures Number of trunk failures for this trunk or total for 
the trunk group. sum(FAILURES) Report Heading Description Database Item, Calculation, or 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Trunk Group Summary Report4-137
.........................................................................................................................................................................................................................................................Trunk Group Summary Report 
OverviewThe Trunk Group Summary report shows the level of incoming and 
outgoing call traffic for an individual trunk group. You could use this report 
to verify that the number of trunks available to your splits is appropriate 
and to monitor the number of outgoing calls.
Things to know about
this reportHere are some things to know about this report:
•The Trunk Group Summary report is available in interval, daily, 
weekly, and monthly versions.
•The database items for the Trunk Group Summary report are stored 
in the  htkgrp (interval),  dtkgrp (daily),   wtkgrp (weekly), 
and mtkgrp (monthly) tables.
•For both inbound and outbound calls, Call Carried = Calls Answered 
+ Calls Abandoned + Other Calls. Also, Other Calls = Calls Given a 
Busy Signal + Calls Disconnected by the Switch + Calls Answered 
by an Unmeasured Agent.
•The report item Centum Call Seconds (CCS) is the number of 100-
second increments in which the trunk was busy during the intrahour 
interval. A trunk is seized while the call is both in queue and 
connected to an agent. Therefore, wait time for abandoned calls is 
figured into the CCS figures. For example, since a half-hour has 
1800 seconds, the maximum CCS for each trunk in a trunk group is 
18 CCS. Multiplying 18 CCS by the number of trunks in a trunk 
group gives you the maximum occupancy for the trunk group, which 
you can then compare with your actual CCS. If your intrahour 
interval is 15 or 60 minutes, your number will be different.
•A Trunk Group Summary can have two entries for one interval if the 
trunk group termination changed during that interval. For example, 
at the start of the interval, trunk group 2 terminates at VDN58803. 
During the interval the termination is changed to VDN58804. The 
system shows two trunk group records for reports (interval, daily, 
weekly, and monthly) containing the interval in which the termination 
was changed.
•The report item % Time All Trunks Busy, which is a good indicator of 
how many callers being blocked (getting a busy signal), should be a 
relatively low figure in most call centers.
•This report uses the Trunk/Trunk Group/Busy Hour report input 
window. Select a trunk group that you want to view on the report. 
See 
Trunk/Trunk Group Report Input Fields (4-126) for more 
information. 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Trunk Group Summary Report4-138
Trunk Group Summary
report exampleThe following figure provides an example of the Trunk Group Summary 
report. 
Trunk Group Summary
report descriptionThe following table describes the report fields.
Report Heading Description Database Item, Calculation, or 

Trunk Group 
Name:Name or number of the trunk group for which 
the report was requested.syn(TKGRP)
Number of 
trunks:Number of trunks in the trunk group.  TRUNKS
Time (for interval 
reports only)Intrahour intervals for which the report shows 
data (selected in the report input window).STARTTIME, STARTTIME + 
INTRVL
Date, Week 
starting, Month 
startingDay, week, or month for which the report was 
run (selected in the report input window).ROW_DATE
Inbound Calls  Total number of inbound calls carried by this 
trunk group that completed during the specified 
time period.sum(INCALLS)
ACD Calls Total number of inbound split/skill or direct 
agent calls answered by agents that completed 
during the specified time period.sum(ACDCALLS)
Inbound Aban 
Calls Total number of inbound calls abandoned by 
the caller during the specified time period.sum(ABNCALLS) 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Trunk Group Summary Report4-139
Other Calls Number of inbound calls that were not 
answered as ACD calls or abandoned. This 
includes calls that were forced busy, 
disconnected, answered extension-in calls, 
calls outflowed off the switch, short inbound 
calls, and calls with unknown dispositions.sum(OTHERCALLS)
Avg Inbound 
Trunk Hold TimeAverage trunk holding time for all incoming calls 
that completed during the period. This is the 
average length of time a typical incoming call 
made use of a trunk (the trunk could not be 
used for another call during that time).  sum(INTIME)/sum(INCALLS) 

Inbound CCS Total trunk occupancy by incoming calls during 
the specified time period.sum(I_INOCC) (in seconds)/100
Outbound Calls  Number of outbound calls that were carried by 
this trunk group that completed during the 
specified time period.sum(OUTCALLS)
Outbound ACD 
Calls Total number of outbound calls (if you have the 
Outgoing Call Management application on 
ASAI) that were offered to one or more splits/
skills and handled by an agent in one of those 
splits/skills. sum(O_ACDCALLS) 
Outbound Aban 
Calls Number of outbound ACD calls (if you have the 
Outgoing Call Management application on 
ASAI) that abandoned at the far end.sum(O_ABNCALLS)
Outbound Other 
CallsNumber of outbound calls that were not 
answered or abandoned as ACD calls. This 
includes calls that were given a busy or 
disconnect by the switch, extension-out calls, 
short outgoing calls, and calls of unknown 
disposition.sum(O_OTHERCALLS)
Avg Outbound 
Trunk Hold TimeAverage trunk holding time for outgoing calls 
carried by this trunk group that completed 
during the specified time period.sum(OUTTIME)/ 
sum(OUTCALLS) 

Outbound CCS Total trunk occupancy of outgoing calls during 
the specified time period.sum(I_OUTOCC) / 100
Outbound Far 
End CompNumber of outbound calls that were answered 
at the far end ( 
DEFINITY ECS switch only).sum(COMPLETED)
Outbound 
Blocked CallsThe number of outbound call attempts that 
were blocked because all the trunks were busy.sum(BLOCKAGE) Report Heading Description Database Item, Calculation, or 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Trunk Group Summary Report4-140
% All Trunks 
BusyPercentage of time that all trunks were busy 
during the specified time period.For interval
100*sum(ALLINUSETIME) / 
sum(INTRVL*60) For daily: 
 
For weekly: 
 
For monthly: 

% Maint Busy Percentage of time that trunks were out of 
service for maintenance during the specified 
time period.for interval: 
100*sum(MBUSYTIME) / 
(avg(INTRVL*60)*sum(TRUNKS)) 
For daily: 
 
For weekly: 
 
For monthly: 
 Report Heading Description Database Item, Calculation, or 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
VDN Reports4-141
VDN Reports
.........................................................................................................................................................................................................................................................Overview
PurposeThis section describes VDN reports.
OrganizationThis following topics are described:
•General Information About VDN Reports
•VDN Reports Selector Window
•VDN Reports Input Fields
•VDN Busy Hour Report
•VDN Call Profile Report
•VDN Graphical Busy/Abandon/Disconnect Comparison Report
•VDN Graphical Call Profile Report
•VDN Graphical Service Level Report
•VDN Multi-ACD Flow Report
•VDN Report
•VDN Skill Preference Report 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
General Information About VDN Reports4-142
.........................................................................................................................................................................................................................................................General Information About VDN Reports
What a VDN Report
containsThe VDN reports give you the following specific information about VDNs 
and vectors: 
•A summary of incoming ACD call-handling performance for a 
specified VDN
•Specific call data for a single VDN
•The number of calls answered by a measured agent or calls 
connected to a non-ACD destination (like an attendant) and the 
abandoned calls that were processed by a VDN in a selected time 
period
•For the busiest hour in a selected day, call-handling data for 
selected VDNs
•Call-handling data for several VDNs and ACDs.
Organization of VDN
reportsThe following list shows how the VDN reports are structured in 
CentreVu 
Supervisor : 
•Busy Hour
•Call Profile: Daily, Weekly, Monthly
•Graphical Call Profile: Daily
•Graphical Busy/Abandon/Disconnect: Daily
•Graphical Service Level: Interval
•Multi-ACD Flow: Daily, Weekly, Monthly
•Report: Interval, Daily, Weekly, Monthly
•Skill Preference Report: Interval, Daily, Weekly, Monthly