Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Agent Report Selector Window and Input Fields5-5
.........................................................................................................................................................................................................................................................Agent Report Selector Window and Input Fields
Agent report selector
windowThis figure is an example of the Agent report selector window. The 
reports are explained in the same order as listed in the window. 
						

							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Agent Report Selector Window and Input Fields5-6
Agent report input fieldsThe following describes the input fields on Integrated Agent report input 
windows. The report input window must be filled in to run the report. 
These fields are the same for all Agent report input windows.
Field Description
Agent: Enter the name of the agent. The agents name must be defined in 
the Dictionary subsystem; otherwise, you will see the agent login 
IDs.
Report Data Start Time: Enter the day and time (either in military time or with AM/PM 
specified) you want the report to start collecting data. The time 
entered (or the time adjusted to the nearest previous interval start 
time relative to the entered time) is used to populate the Report 
Data Start Time field on the report. NOTE: If no report start time is 
available, the start time will be midnight of the current day. The 
report start time must be less than 24 hours before the current time.
Refresh Every  Seconds Enter the number of seconds (3 to 600) to specify how rapidly 
CentreVu CMS should update the report data. The default value for 
the Refresh rate in 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 this box to turn on the thresholds for the report.
Run Minimized Check this box to minimize the report. 
						

							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Agent Graphical Information Report5-7
.........................................................................................................................................................................................................................................................Agent Graphical Information Report 
OverviewThe Agent Graphical Information Report shows information and statistics 
for an agent from a specified interval start time, within the past 24 hours. 
Things to know about
this reportHere are some things to know about this report:
•This report can be accessed in the following ways:
•From the Integrated Agent Category selector menu.
•By drilling down to this report from the Agent Name or Login ID 
fields on other reports (for example, Work State, Graphic AUX Agent 
reports or Call Center Administration windows).
•If the system is a switch that does not have the EAS feature, see the 
section, “Agent Information report,” in this chapter for details. 
•This report is available for all switch releases. Contents of this report 
will vary depending upon the switch release for which it is being run.
•Supervisors can use this report to access further information on one 
particular agent without having to execute several steps and several 
different reports to get the pertinent information. This report enables 
supervisors to quickly evaluate agent performance and decide 
whether an agent should be added to or removed from a skill.
•If an agent logs off while an Integrated Agent Report is being 
displayed, the staffed time and AUX time for that agent may drop, 
because the real-time component of the times is no longer present. 
Restarting the report will cause the integrated times to be displayed 
once again.
•The database items for the Agent Graphical Information Report are 
stored in the cagent (current interval) and hagent (intrahour 
interval) tables.
•This report uses the Agent Graphical Information Report input 
window. See 
Agent Report Selector Window and Input Fields (5-5) for 
input field definitions. 
This report is available in two forms:
•DEFINITY Enterprise Communications Server (ECS) with the EAS 
feature. 
•Generic 3 Version 4 and earlier switches with the EAS feature.  
						

							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Agent Graphical Information Report5-8
DEFINITY ECS R5 and
later informationThe following list describes the information this report will contain for the 
DEFINITY ECS Release 5 and later switch:
•A two-dimensional bar chart shows the time the agent has spent in 
each of the work states since the report data start time. Above the 
bar chart is the text “Agent Time Spent.”
•A table show the skills assigned to the agent and the corresponding 
skill level. A scroll bar is provided if the number of skills to which the 
agent is assigned exceeds the default size of this table.
Agent Graphical
Information report
exampleThis figure provides an example of an Agent Graphical Information 
report.
Agent Graphical
Information report
descriptionThis table describes the report fields:
Report Heading Description Database Item, Calculation, or 

Report Data 
Start Time:The day and time that the report started 
collecting data.No database item.
Agent:  The names (or agent IDs if the names have not 
been assigned in Dictionary) of the agents 
assigned and logged into this split/skill.syn(LOGID) 
						

							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Agent Graphical Information Report5-9
Login ID:  The login identification of the agent. LOGID
Extn:  The extension that the agent logged in from. EXTENSION
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(AWORKMODE) 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
Active Split/Skill:  When an agent is on a split/skill or direct agent 
ACD call or in ACW, this is the split/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 the OLDEST_LOGON split/
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 the 
OLDEST_LOGON split/skill. When an agent is on 
an AUXIN call with an ACD call on hold, this is 
the OLDEST_LOGON split/skill. When an agent 
is on an AUXOUT call with an ACD call on hold, 
this is the split/skill associated with the ACD call.syn(WORKSKILL)
AUX Reason:  The reason code associated with the agents 
current state. This is blank if the agent is not in 
the AUX state. For agents in AUX on switch 
releases that are earlier than the ECS or that do 
not have EAS and reason codes active, this will 
only be 0 (zero).syn(AUXREASON)
Top Skill:  The agents first-administered, highest-level, 
measured skill, where skill level 1 is the highest, 
and skill level 16 is the lowest.syn(TOPSKILL)
Call Handling 
Preference: The agents call handling preference. Values are 
blank, skill level (LVL), percent (PCNT) or 
greatest need (NEED). syn(PREFERENCE) Report Heading Description Database Item, Calculation, or 
 
						

							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Agent Graphical Information Report5-10
ACD Calls:  The queued ACD calls to the split/skill that were 
answered by an agent in the split/skill. This does 
not include direct agent calls, but it does include 
ACD calls placed by an adjunct (outbound 
predictive dialing—Generic switches with ASAI 
only).sum(ACDCALLS)
Login Time:  The time of the day that the agent logged into this 
SPLIT. This field is not set unless the agent is 
logged in. Values include NULL and time-of- day.LOGONSTART
Move Pending?:  A move to a new split or skill or a change of skills 
is pending for this agent. This is available only for 
Generic 3 Version 4 and later switch releases 
with the “Move Agent While Staffed” feature.MOVEPENDING
Direct Agent 
Skill: The skill that is currently assigned as the agents 
direct agent skill. Direct agent calls to the agent 
are queued to this skill.syn(DA_SKILL)
Direct Agent 
Calls: The number of direct agent ACD calls that the 
agent answered.DA_ACDCALLS
Split/Skill:  The split/skill number for which the data was 
collected.syn(SPLIT)
Level:  The skill level (1-16) or reserve skill level (1 or 2) 
that is associated with the SPLIT. syn(LEVEL)
Percent  Agentss percent allocation for this SPLIT. 
Requires 
DEFINITY ECS R6 or higher with 
CentreVu Advocate.PERCENT
AVAIL The time since the report start time that the agent 
was in the available state for split/skill or direct 
agent ACD calls in any split/skill. TI_AVAILTIME 
is recorded for the split/skill that was the 
OLDEST_LOGON. For non-EAS operation, if an 
agent logged into multiple splits in AUX mode in 
one split and is available for ACD calls in another 
split. The agent accrues I_AVAILTIME for the split 
in which the agent is available and 
TI_AVAILABLE in the split logged into the 
longest.sum(TI_AVAILTIME)
ACD The time during the collection interval that the 
agent was talking on ACD calls for the SPLIT.sum(I_ACDTIME + 
I_DA_ACDTIME) Report Heading Description Database Item, Calculation, or 
 
						

							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Agent Graphical Information Report5-11
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 (I_ACWTIME + 
I_DA_ACWTIME)
AUX The time during the collection interval that the 
agent was in AUX in all splits/skills or on 
AUXINCALLS or AUXOUTCALLS. “TI__” stands 
for the time that is stored for the split/skill logged 
into the longest.sum(TI_AUXTIME)
RINGING The time during the collection interval that the 
agent had split/skill and direct agent ACD calls 
ringing. If the agent changes work modes or 
answers/makes another call instead of answering 
the ringing call, I_RINGTIME will stop 
accumulating. RINGTIME is the time the caller 
spends ringing and is independent of agent 
activity.sum(I_RINGTIME)
OTHER The time during the collection interval that the 
agent was doing other work in all splits/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 link to the switch comes up or after the 
agent logs in and before the CMS receives 
notification of the agents state from the switch.sum(TI_OTHERTIME)
Staffed Time:  The time during the collection interval that the 
agent was staffed in any split/skill. The “TI_” 
stands for the time that is stored only for the split 
or skill that the agent is logged into for the longest 
amount of time. sum(TI_STAFFTIME) Report Heading Description Database Item, Calculation, or 
 
						

							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Agent Graphical Information Report5-12
AUX Time:  The time during the collection interval that the 
agent was in AUX in all splits/skills or on 
AUXINCALLS or AUXOUTCALLS. The “TI_” 
stands for the time that is stored only for the split 
or skill that the agent is logged into for the longest 
amount of time.sum(TI_AUXTIME)
Reason Code  The time that the agent spent in active AUX 
reason codes. It is the same as TI_AUXTIME for 
switches without AUX reason codes active. The 
“TI_” stands for the time that is stored only for the 
skill that the agent is logged into for the longest 
amount of time.sum(TI_AUXTIME0) Report Heading Description Database Item, Calculation, or 
 
						

							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Agent Information Report5-13
.........................................................................................................................................................................................................................................................Agent Information Report 
OverviewThe Agent Information report shows information and statistics for an 
agent from a specified start time.
Things to know about
this reportHere are some things to know about this report:
•This report is not available with the EAS feature.
•This report uses the Agent Graphical Information Report Input 
Window. See 
Agent Report Selector Window and Input Fields (5-5) for 
input field definitions. 
•When a Supervisor user drills down from an agent name to an Agent 
Information report and selects an integrated report, the report data 
start time defaults to the start time specified in the last integrated 
report input window. If no integrated report has ever been entered, 
the default is set to midnight. Supervisor users have the ability to 
restart this report just as any other Supervisor report can be 
restarted, and a different report start time can be specified when the 
report is restarted.
•The database items for the Agent Information report are stored in 
the cagent (current interval) and hagent (intrahour interval) 
tables.
This report can be accessed in the following ways:
•From the Integrated Agent Category selector menu.
•By drilling down to this report from the Agent Name or Login ID 
fields on other reports (for example, Agent Information, Work State, 
Graphic AUX Agent reports or from Call Center Administration 
windows).
•If an agent logs off while an Integrated Agent Report is being 
displayed, the staffed time and AUX time for that agent may drop, 
because the real-time component of the times is no longer present. 
Restarting the report will cause the integrated times to be displayed 
once again. 
						

							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Agent Information Report5-14
Agent Information report
exampleThis figure provides an example of an Agent Information report: 
Agent Information report
descriptionThis table describes the report fields.
Report Heading Description Database Item, Calculation, or 

Report Data 
Start Time: The day and time that the report started 
collecting data.No database item.
Agent:  The names (or agent IDs if the names have not 
been assigned in Dictionary) of the agents 
assigned and logged into this split/skill.syn(LOGID)
Login ID:  The login identification of the agent. LOGID
Extn:  The extension that the agent logged in from. EXTENSION
Percent  The agents percent allocation.  PERCENT
State:  The current work mode (state) that the agent is in 
(AVAIL, ACD, ACW, AUX, DACD, DACW, RING, 
UNKNOWN, OTHER, UNSTAFF) and the call 
direction (blank, IN or OUT).syn(AWORKMODE) 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