Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

							  Glossary CentreVu®  Supervisor Version 8 Reports
GL-27
User Permissions
A CMS subsystem that allows the CMS administrator to define 
user access permissions.
VDN
See Vector Directory Number.
VDN Calls-Counted
Also known as counted-calls to VDN and active VDN calls. A Call 
Vectoring capability available with G3V4 or later switches. 
Counted-calls to VDN is a parameter of the go to step and go to 
vector commands that provides conditional branching (to a 
different step in the same vector or to a different vector) based on 
the number of incoming trunk calls a VDN is currently processing.
VDN of Origin Announcement (VOA)
A short announcement that is assigned to a VDN through switch  
administration. The VOA identifies the origin or purpose of a call 
for the  call center agent who answers the call.
VDN Skill Preference
Up to three skill(s) can be assigned to a VDN. Calls use VDN skills 
for routing based on your preference (as you administer it in the 
vector). VDN skill preferences are referred to in the vector as 1st, 
2nd, or 3rd.
A prioritized list of agent skills administered for a VDN that are 
required or preferred for the answering agent. VDN Skill 
Preferences represent the requirement that a call be routed to an 
ACD agent with a particular ability or set of abilities.
Vector
A list of steps that process calls in a user-defined manner. Vector 
steps can send calls to splits, play announcements and music, 
disconnect calls, give calls a busy signal, or route calls to other 
destinations. Calls enter vector processing via VDNs, which may 
have received calls from assigned trunk groups, from other 
vectors, or from extensions connected to the switch. 
						

							  Glossary CentreVu®  Supervisor Version 8 Reports
GL-28
Vector Directory Number (VDN)
An extension number that enables calls to connect to a vector for 
processing. A VDN is not assigned an equipment location. It is 
assigned to a vector. A VDN can connect calls to a vector when the 
calls arrive over an assigned automatic-in trunk group or when 
calls arrive over a dial-repeating (DID) trunk group and the final 
digits match the VDN. The VDN by itself may be dialed to access 
the vector from any extension connected to the switch.
Voice Terminal
A telephone set, usually with buttons, that gives an agent some 
control over the way calls are handled.
Weekly Data
Daily data that have been converted to a weekly summary.
Write Permission
The CMS user can add, modify, or delete data and execute 
processes. Write permission is granted from the User Permissions 
subsystem. 
						

							  Index CentreVu Internet Solution Guide
IN-1
Index
Symbols
% Aban, 4-150, 4-167
% Aban Calls
, 4-63, 4-77, 4-160
% Abandoned Distribution
, 4-72, 4-157
% ACD Time
, 4-112, 4-117, 4-123
% Agent Group Occupancy with ACW
, GL-1
% Agent Group Occupancy without ACW
, GL-1
% Agent Group w/ACW
, 4-26
% Agent Group w/o ACW
, 4-27
% Agent Occup w/ACW
, 4-40
% Agent Occup w/o ACW
, 4-40
% Agent Occupancy with ACW
, GL-1
% Agent Occupancy without ACW
, GL-1
% Ans Calls
, 4-63, 4-112, 4-117, 4-123
% Ans+Conn
, 4-149
% Answered Distribution
, 4-72, 4-157
% Busy
, 4-167
% Flow Out
, 4-167, GL-1
% Outside Service Level
, 3-81, 3-158
% Within Service Level
, 3-63, 3-81, 3-97, 3-153, 3-157, 4-
62
, 4-77, 4-148, 4-160
Numerics
100 * (sum(ABNCALLS/sum(INCALLS)), 4-153
100 * (sum(BUSYCALLS)/sum(INCALLS))
, 4-153
100 * (sum(DISCCALLS)/sum(INCALLS))
, 4-153
100 * ABNCALLS/INCALLS
, 4-167
100 * BUSYCALLS/INCALLS
, 4-167
100 * OUTFLOWCALLS/INCALLS
, 4-167
100- PERCENT_ SERV_LVL_VDN>
, 3-158
100-PERCENT_SERV_LVL_SPL>
, 3-81, 4-72, 4-156
1st Skill ACD Calls
, 4-170
1st Skill Avg ACD Time
, 4-170
1st Skill Avg ACW
, 4-170
1st Skill Pref
, 4-170
1st Skill Preference
, 4-1672nd Skill ACD Calls
, 4-170
2nd Skill Avg ACD Time
, 4-170
2nd Skill Avg ACW
, 4-170
2nd Skill Pref
, 4-170
2nd Skill Preference
, 4-167
3D Chart
Rotating
, 2-49
Rotating procedure
, 2-49
3rd Skill ACD Calls
, 4-170
3rd Skill Avg ACD
, 4-171
3rd Skill Avg ACW
, 4-171
3rd Skill Pref
, 4-170
3rd Skill Preference
, 4-167
A
Aban, 3-158
Aban Calls
, 3-39, 3-81, 4-62, 4-63, 4-71, 4-111, 4-121, 4-
135
, 4-146, 4-149, 4-155, 4-162, 4-166, 4-169
Abandon
, 4-153
Abandoned
, 3-63
Abandoned Call
, GL-1
Abandoned Call Search
, GL-1
Abandoned Calls
, 3-33, 3-98, 3-122, 3-132
ABNCALLS
, 3-33, 3-64, 3-98, 3-122, 3-132, 3-155, 3-
160
, 3-162, 3-167, 4-63, 4-71, 4-110, 4-111, 4-121, 4-
135
, 4-149, 4-150, 4-162, 4-166, 4-169, 5-22, 5-27, 5-34
ABNCALLS1
, 3-81, 4-149
ABNCALLS1-10
, 3-63, 3-154, 3-158, 4-62, 4-72, 4-155
ABNCALLS2-10
, 4-149
ABNTIME
, 3-33, 3-64, 3-98, 3-122, 3-132, 3-155, 3-160, 
3-162, 3-167, 4-63, 4-110, 4-121, 4-149, 4-166, 4-169, 5-
22
, 5-27
About Graphical Reports
, 5-7
ACCEPTABLE
, 3-63, 3-97, 3-153, 4-62, 4-75, 4-148, 5-27
Acceptable Service Changed
, 4-62, 4-72, 4-77, 4-148, 4-
159
Acceptable Service Level
, GL-1
Access Permissions
, GL-2 
						

							  Index CentreVu Internet Solution Guide
IN-2
Accessing Reports, 2-1
ACD
, 3-14, 3-20, 3-30, 3-38, 3-101, 4-10, 4-12, 4-15, 4-
17
, 4-21, 4-24, 4-26, 4-30, 4-36, 4-38, 4-44, 4-56, 4-62, 
4-75, 4-82, 4-87, 4-105, 4-110, 4-120, 4-135, 4-146, 4-
148
, 4-153, 4-162, 4-165, 4-169, GL-2
ACD Call
, GL-2
ACD Calls
, 3-14, 3-18, 3-32, 3-33, 3-38, 3-82, 3-98, 3-
121
, 3-122, 3-132, 3-162, 3-167, 4-12, 4-15, 4-26, 4-38, 
4-40, 4-56, 4-62, 4-63, 4-71, 4-87, 4-91, 4-111, 4-121, 4-
146
, 4-155, 4-162, 4-165, 4-169
ACD Calls Ans
, 3-160
ACD Time
, 4-12, 4-21, 4-28, 4-38, 4-40, 4-56, 4-88, 4-92
ACD+Conn Calls
, 4-149
ACD+Conn Calls (total)
, 4-149
ACDCALLS
, 3-31, 3-32, 3-64, 3-98, 3-121, 3-132, 3-154, 
3-160, 3-162, 3-167, 4-12, 4-15, 4-26, 4-30, 4-38, 4-56, 
4-63, 4-71, 4-87, 4-88, 4-92, 4-110, 4-111, 4-112, 4-120, 
4-121, 4-123, 4-149, 4-162, 4-165, 4-166, 4-169, 4-170, 
5-8, 5-14, 5-22, 5-27, 5-34
ACDCALLS + DA_ACDCALLS
, 4-87, 4-91
ACDCALLS1
, 3-82
ACDCALLS1-10
, 3-63, 4-62, 4-72, 4-155
ACDs
, 3-30
ACDTIME
, 3-32, 3-98, 3-121, 3-132, 3-160, 3-162, 4-30, 
4-56, 4-87, 4-92, 4-111, 4-121, 4-165, 4-170, 5-22
Acknowledgment
, GL-2
Activate Agent Trace
, GL-2
Active Skill
, 3-18
Active Split
, 3-14
Active Split/Skill
, 3-105, 3-109
Active VDN Calls
, 3-163, GL-2
ACTIVECALLS
, 3-163
ACW
, 3-14, 3-20, 3-101, 4-81, GL-2
ACW Time
, 4-12, 4-21, 4-28, 4-38, 4-40, 4-56, 4-88, 4-92
ACWINCALLS
, 4-12, 4-27, 4-31, 4-38
ACWINTIME
, 4-27, 4-31
ACWOUTCALLS
, 4-27, 4-31, 4-39, 4-112, 4-123
ACWOUTOFFCALLS
, 4-31
ACWOUTOFFTIME
, 4-31
ACWOUTTIME
, 4-27, 4-31, 4-112, 4-123ACWTIME
, 3-160, 4-30, 4-56, 4-88, 4-92, 4-111, 4-121, 
4-166, 4-170
ADJATTEMPTS
, 4-163
ADJROUTED
, 4-163
Adjunct Routing Attempts
, 4-163
Adjunct Routing Completions
, 4-163
Adjunct/Switch Applications Interface (ASAI)
, GL-3
After Call Work
, 3-133
After Call Work (ACW)
, GL-3
Agent
, 3-18, 3-118, 3-129, 4-12, 4-17, 4-30, 4-38, 4-40, 4-
44
, GL-3
Agent Attendance Report
, 4-11
Agent AUX Report
, 4-9
Agent Graphical Information Report
, 3-17
Agent Group
, 3-8, 4-21, 4-24, 4-26
Agent Group Report
, 3-7
Agent ID
, 4-21
Agent Information Report
, 3-13, 5-7, 5-13
Agent Login ID
, GL-3
Agent Name
, 3-8, 3-11, 3-14, 3-26, 3-48, 3-53, 3-75, 3-78, 
3-97, 3-102, 3-105, 3-109, 3-135, 3-142, 3-172, 4-10, 4-
15
, 4-21, 4-24, 4-26, 4-36, 4-87, 4-91
Agent Occupancy
, GL-3
Agent Position
EAS
, GL-3
Non-EAS
, GL-3
Agent Report
, 3-10
Agent Report Input Fields
, 4-7
Agent report input fields
, 5-6
Agent report input window
, 3-6
Agent report selector window
, 3-5, 5-5
Agent Reports
, 3-5, 5-4
Agent Group Report
, 3-7
Agent Information Report
, 3-13
Agent Report
, 3-10
Attendance
, 4-11
AUX
, 4-9
Event Count
, 4-14 
						

							  Index CentreVu Internet Solution Guide
IN-3
Agent Reports, (continued)
general information
, 3-5, 4-5
Graphical Information Report
, 3-17
Graphical Time Spent
, 4-16
Group Attendance
, 4-20
Group AUX
, 4-23
Group Summary
, 4-25
Inbound/Outbound
, 4-29
Information
, 5-7, 5-13
Login/Logout (Skill)
, 4-33
Login/Logout (Split)
, 4-35
organization
, 3-4, 4-4, 4-5, 5-3
Overview
, 3-4
overview
, 5-3
Roadmap
, 3-5
selector window
, 4-6
Split/Skill Report
, 4-37
Summary Report
, 4-40
Trace by Location Report
, 4-44
Agent Reports Selector Window
, 4-6
Agent Reports, general information
, 3-5
Agent Reports, organization
, 3-4, 4-4
Agent Ring Time
, 4-12, 4-21, 4-28, 4-40, 4-88, 4-92
Agent Role
, GL-4
Agent Skill
, GL-4
Agent State
, GL-4
Agent state
, 3-172
Agent Summary Report
, 4-40
Agent Terminal
, GL-4
Agent threshold settings
, 2-65
Agent Trace
, GL-5
Agent Trace by Location Report
, 4-44
Agents Active chartFlex Agents
, 3-68
Agents Active chartReserve1 Agents
, 3-68
Agents Active chartReserve2 Agents
, 3-68
Agents Active chartTop Agents
, 3-68
Agents Avail
, 3-142Agents in ACW
, 3-141
Agents in AUX
, 3-75, 3-142
Agents in Other
, 3-142
Agents on ACD Calls
, 3-142
Agents Ringing
, 3-142
Agents Staffed
, 3-26, 3-96, 3-113, 3-142
AGINRING
, 3-33, 3-122, 3-132, 5-27
AGRING
, 3-71
AGTIME
, 3-75, 3-78, 3-97, 3-102, 3-119, 3-129, 3-143, 5-
8
, 5-14
AI
, GL-5
Algorithm
, GL-5
ANI
, GL-5
Announcement
, GL-5
Ans/Conn
, 3-158
ANSCONNCALLS1
, 4-149, 4-156
ANSCONNCALLS10
, 4-156
ANSCONNCALLS1-10
, 3-154, 3-158
ANSCONNCALLS2
, 4-156
ANSCONNCALLS2-10
, 4-149
ANSTIME
, 3-31, 3-64, 3-98, 3-121, 3-132, 3-154, 3-160, 
3-162, 3-167, 4-63, 4-110, 4-120, 4-149, 4-165, 4-169, 5-
22
, 5-27
ASA
, 5-34, GL-5
ASAI
, GL-5
ASSISTS
, 4-32, 4-39, 4-89
Assists
, 4-32, 4-39, 4-89
Asst
, 4-46
ATAGENT
, 3-162
Attendance Report
, 4-11
Auto-Available Split
, GL-5
Auto-In (AI)
, GL-6
Automatic Call Distribution (ACD)
, GL-6
Automatic Number Identification (ANI)
, GL-6
AUX
, 3-14, 3-21, 3-101, 4-82, GL-6
AUX Reason
, 3-8, 3-11, 3-18, 3-48, 3-53, 3-75, 3-78, 3-
102
, 3-143, 4-45
AUX Report
, 4-9 
						

							  Index CentreVu Internet Solution Guide
IN-4
AUX Time, 4-12, 4-21, 4-24, 4-28, 4-40, 4-89, 4-93
AUX Time 0
, 4-10, 4-24
AUX Time 1...9
, 4-10, 4-24
Aux Work
, 3-34, 3-123, 3-133
Auxiliary Work (AUX)
, GL-6
AUXINCALLS
, 4-12, 4-27, 4-31, 4-38
AUXINTIME
, 4-27, 4-31
AUXOUTCALLS
, 4-12, 4-27, 4-31, 4-39, 4-112, 4-123
AUXOUTOFFCALLS
, 4-31
AUXOUTOFFTIME
, 4-31
AUXOUTTIME
, 4-27, 4-31, 4-112, 4-123
AUXREASON
, 3-75, 3-78, 3-102, 3-143, 5-8
AVA I L
, 3-14, 3-20, 3-101, 4-17, 4-81, GL-6
Avail Time
, 4-12, 4-28, 4-40, 4-89, 4-93
AVA I L A B L E
, 3-33, 3-122, 3-132, 5-27
Available
, 3-33, 3-122, 3-132
Available (AVAIL)
, GL-6
Average Agent Service Time
, GL-6
Average Speed of Ans - Seconds
, 4-65, 4-69
Average Speed of Answer
, 3-64
Average Speed of Answer (ASA)
, GL-7
Average Time to Abandon
, 3-64, 4-63
Av g  A b a n  Ti m e
, 3-39, 3-160, 3-162, 4-110, 4-121, 4-149, 
4-166, 4-169
Avg ACD Talk
, 3-162
Avg ACD Talk Time
, 3-32, 3-121, 3-132
Avg ACD Time
, 3-38, 4-40, 4-56, 4-87, 4-92, 4-111, 4-
116
, 4-121, 4-146, 4-165, 4-170
Av g  A C W
, 4-170
Av g  A C W  C a l l
, 4-26
Av g  A C W  Ti m e
, 4-40, 4-56, 4-111, 4-116, 4-121, 4-166
Avg ACW Time (Inbound ACD)
, 4-30
Avg ACW Time (Outbound ACD)
, 4-30
Avg After Call
, 3-160, 4-88, 4-92
Avg Connect Time
, 4-166
Avg External Extn Out Time
, 4-31
Av g  E x t n  I n  Ti m e
, 4-27, 4-40Avg Extn Out Time
, 4-27, 4-31, 4-40, 4-112, 4-117, 4-123
Av g  H o l d  Ti m e
, 4-40, 4-89
Avg Inbound ACD Time
, 4-30
Avg Inbound Trunk Hold Time
, 4-136
Avg Outbound ACD Time
, 4-30
Avg Outbound Trunk Hold Time
, 4-136
Avg Pos Staffed
, 4-67
Avg Speed Ans
, 3-38, 3-121, 4-63, 4-110, 4-120, 4-169
Avg Speed Answer
, 3-160, 3-162, 3-167
Avg Speed of Ans+Conn
, 4-149
Avg Speed of Answer
, 3-31, 3-132, 4-165
Av g  Ta l k  Ti m e
, 3-160, 4-26, 4-31
Av g  Ti m e  t o  A b a n d o n
, 3-33, 3-122, 3-132, 3-167
Avg VDN Time
, 4-167
Avg. ACD Talk Time
, 3-98
Avg. Speed of Answer
, 3-98
Avg. Time to Abandon
, 3-98
AVG_ABANDON_TIME
, 5-27
AVG_ACD_TALK_TIME
, 3-98, 5-22, 5-27
AVG_AGENT_ACW_TIME
, 4-93
AVG_AGENT_TALK_SUM
, 4-93
AVG_ANSWER_SPEED
, 3-98, 4-65, 4-69, 5-22, 5-27
AVG_EQV_AG_STFD
, 4-67
AWORKMODE
, 3-102, 3-143, 5-8, 5-14
B
Backup ACD Calls, 4-166
BACKUPCALLS
, 4-162, 4-166
BH_ABNCALLS
, 4-146
BH_ACDCALLS
, 4-146
BH_ACDTIME
, 4-146
BH_BUSYCALLS
, 4-146
BH_DISCCALLS
, 4-146
BH_OTHERCALLS
, 4-146
BH_STARTTIME
, 4-146
BH_VDNCALLS
, 4-146
Browse Date dialog box
, 2-8 
						

							  Index CentreVu Internet Solution Guide
IN-5
Browse Dates dialog box, 2-9
Browse Month dialog box
, 2-9
Browse Months dialog box
, 2-10
Browse Time dialog box
, 2-11
Busy
, 4-153
Busy Hour
, 4-146
Busy+Disc Calls
, 4-162
Busy/Disc
, 3-167
BUSYCALLS
, 3-162, 3-167, 4-162, 4-167
C
Calculation, GL-7
Call Handling Preference
, 3-18, GL-7
Call Management System (CMS)
, GL-8
Call Profile Report
, 3-62
Call Prompting
, GL-8
Call Records Report
, 4-49
Call Records Report Input Fields
, 4-50
Call Vectoring
, GL-8
Call Work Code
, 4-55, 4-56
Call Work Code (CWC)
, GL-8
Call Work Code Name
, 4-56
Call Work Code Report
, 4-54
Call Work Code Report Input Fields
, 4-55
Call-Based Items
, GL-7
Call-Handling Profile
, GL-7
Calling Party
, 4-46
Calls
, 4-30
Calls Aban
, 3-167
Calls Carried
, GL-8
Calls Wait
, 3-162, 3-166
Calls Waiting
, 3-30, 3-38, 3-56, 3-88, 3-97, 3-113, 3-116, 
3-121, 3-127, 3-131
CALLSOFFERED
, 3-63, 3-64, 3-97, 4-62, 4-63, 4-75, 4-
112
, 4-123, 5-27
CentreVu Advocate
, GL-8
CentreVu Supervisor
, GL-8
Change Agent Skills
, GL-9Chart Reports
3D Effects Tab
, 2-37
3D Effects Tab Parameters
, 2-38
Accessing Options
, 2-35
Axis Tab
, 2-39
Axis Tab Parameters
, 2-39
Data Labels Tab
, 2-43
Data Labels Tab Parameters
, 2-43
Formatting
, 2-35
General Tab
, 2-36
General Tab Parameters
, 2-36
Legend Tab
, 2-42
Legend Tab Parameters
, 2-42
Title Tab
, 2-41
Title Tab Parameters
, 2-41
Ty p e  Ta b
, 2-40
Ty p e  Ta b  P a r a m e t e r s
, 2-40
CMS
, GL-9
Conf
, 4-46
Connect Calls
, 4-166
CONNECTCALLS
, 3-154, 4-149, 4-166
Connected (CONN)
, GL-9
Connected Call
, GL-9
CONNECTTIME
, 3-154, 4-149, 4-166
Copying Chart Reports
, 2-53
Procedure
, 2-53
Current
, GL-9
Current Interval
, GL-9
Current Interval, Definition
, 1-7
Current Wait Time
, GL-9
Custom Reports
, GL-9
Custom Reports, Reference
, 1-7
CWC
, 4-56, GL-9
D
DA_ACDCALLS, 4-12, 4-15, 4-26, 4-30, 4-38, 4-87, 4-
88
, 4-92, 5-8, 5-14
DA_ACDTIME
, 4-30, 4-87, 4-92 
						

							  Index CentreVu Internet Solution Guide
IN-6
DA_ACWTIME, 4-30, 4-88, 4-92
DA_SKILL
, 5-8
DABN
, GL-10
DACD
, GL-10
DACW
, GL-10
Daily Data
, GL-10
Daily Data, Definition
, 1-7
Daily Reports
, 4-3
Data Collection Off
, GL-10
Data Collection On
, GL-10
Data Points
, GL-10
Database
, GL-10
Database Item
, GL-10
Database Tables
, GL-10
Date
, 4-10, 4-12, 4-15, 4-17, 4-21, 4-26, 4-30, 4-36, 4-38, 
4-40, 4-45, 4-55, 4-62, 4-65, 4-67, 4-71, 4-75, 4-77, 4-79, 
4-81, 4-87, 4-91, 4-110, 4-120, 4-135, 4-146, 4-148, 4-
153
, 4-155, 4-159, 4-162, 4-165, 4-169
Date Format
, GL-11
Date, Week Starting, Month Starting
, 4-56
Dates
, 4-69, 4-105
Delete
, GL-11
Designer Reports
, GL-11
Designer Reports, Definition
, 1-7
Dialed Digits
, 4-46
Dialed Number Identification Service (DNIS)
, GL-11
Dictionary
, GL-11
Dictionary Location
, GL-12
Direct Abandon (DABN)
, GL-12
Direct Agent ACD (DACD)
, GL-12
Direct Agent ACW (DACW)
, GL-12
Direct Agent Calling
, GL-12
Direct Agent Calls
, 3-14, 3-18
Direct Agent Skills
, 3-18
DIRECTION
, 3-97, 3-102, 3-129, 3-143, 4-45, 5-8, 5-14
Direction
, 3-143
DISCCALLS
, 3-162, 3-167, 4-162, 4-167
Disconnect
, 4-153Drill-Down Reports
, 3-168
Drill-Down Top Agent Work State Report
, 3-170
Drill-Down Work State Report
, 3-174
General Information
, 3-168
Drill-Down Top Agent Work State Report
, 3-170
Drill-Down Work State Report
, 3-174
DURATION
, 4-45
E
EAD, GL-12
EAS
, GL-12
Entity
, GL-12
EQLOC
, 4-135
Error Message
, GL-13
Event Count
, 3-26
Event Count 1-9
, 4-15
Event Count Report
, 4-14
Event Count Summary Report
, 3-24
Event counts
, 3-24
EVENT_TIME
, 4-45
EVENT1-9
, 3-26
EWT
, GL-13
EWT High
, 3-31
EWT Low
, 3-32
EWT Medium
, 3-32
EWT Top
, 3-31
EWTHIGH
, 3-31, 3-85, 3-117, 3-128, 3-138
EWTLOW
, 3-32, 3-85, 3-118, 3-128, 3-138
EWTMEDIUM
, 3-32, 3-85, 3-117, 3-128, 3-138
EWTTOP
, 3-31, 3-84, 3-117, 3-128, 3-137
Exception
, GL-13
Exception Reports
, GL-13
Definition
, 1-7
Exceptions
Audio difficulty
, 3-24
Exiting and Restarting Reports
, 2-12
Exiting Reports, procedure
, 2-12 
						

							  Index CentreVu Internet Solution Guide
IN-7
Expected Wait Time (EWT), GL-13
Expected Wait Time High
, 3-117, 3-128, 3-138
Expected Wait Time Low
, 3-118, 3-128, 3-138
Expected Wait Time Medium
, 3-117, 3-128, 3-138
Expected Wait Time Top
, 3-117, 3-128, 3-137
Expert Agent Distribution (EAD)
, GL-13
Expert Agent Selection (EAS)
, GL-14
Exporting Report Data
, 2-50
Defaults
, 2-50
Procedure
, 2-51
Report Format
, 2-50
EXT_CALL_IN
, 4-12
EXT_CALL_OUT
, 4-12
EXT_IN_TIME
, 4-12
EXT_OUT_TIME
, 4-12
EXTENSION
, 3-142, 5-8, 5-14
Extension Call
, GL-14
External Extn Out Calls
, 4-31
EXTN
, 4-34, 4-36
Extn
, 3-8, 3-11, 3-14, 3-18, 3-48, 3-53, 3-142, 4-34, 4-36
Extn In Calls
, 4-12, 4-27, 4-31, 4-38, 4-40
Extn In Time
, 4-12, 4-21, 4-39
Extn Out Calls
, 4-12, 4-27, 4-31, 4-39, 4-40, 4-112, 4-116, 
4-123
Extn Out Time
, 4-12, 4-39
F
FAGINRING, 3-68, 3-94
FA I L U R E S
, 4-136
FBUSY
, GL-14
FDISC
, GL-14
FINACW
, 3-68, 3-94
FINAUX
, 3-93
Find One
, GL-14
Flex Agents
, GL-15
Flex Agents (Active)
, 3-94
Flex Agents (AUX)
, 3-93
Flex Agents (Other)
, 3-94Flex Agents Staffed
, 3-40, 3-48, 3-66
Flexible Routing
, GL-15
Flow In
, 4-122, 4-162, 4-165
Flow Out
, 4-122, 4-163, 4-167, GL-15
FMCH
, GL-16
FONACD
, 3-68, 3-94
Forced Busy (FBUSY)
, GL-16
Forced Busy Calls
, 4-146, 4-167
Forced Disc Calls
, 4-146, 4-167
Forced Disconnect (FDISC)
, GL-16
Forced Multiple Call Handling (FMCH)
, GL-16
FOTHER
, 3-94
FSTAFFED
, 3-40, 3-66, 3-101
FTE_AGENTS
, 3-71
Full Time Equivalent Agents Staffed
, 3-71
G
Graphical Active Agents Report, 3-65
Graphical Allocated Agents Report
, 3-69
Graphical Reports
Introduction
, 5-7
Graphical Skill Overload Report
, 3-89, 4-78
Graphical Staffing Profile Report
, 3-91
Graphical Time Spent Report
, 4-16
Group Attendance Report
, 4-20
Group AUX Report
, 4-23
Group Summary Report
, 4-25
H
Held Calls, 4-39, 4-40, 4-89
High
, 3-85
Historical Agent Reports, organization
, 4-5
Historical Agent Reports, overview
, 4-4
Historical Database
, GL-16
Historical Database, Definition
, 1-7
Historical Other Reports, organization
, 4-47
Historical Other Reports, overview
, 4-47 
						

							  Index CentreVu Internet Solution Guide
IN-8
Historical Reports, 4-57, GL-16
Agent Attendance
, 4-11
Agent AUX
, 4-9
Agent Event Count
, 4-14
Agent Graphical Time Spent
, 4-16
Agent Group Attendance
, 4-20
Agent Group AUX
, 4-23
Agent Group Summary
, 4-25
agent reports
, 4-4
Agent Summary Report
, 4-40
Agent Trace by Location Report
, 4-44
Call Records Report
, 4-49
Call Work Code Attendance
, 4-54
Daily Reports
, 4-3
Graphical Skill Overload Report
, 4-78
Inbound/Outbound Summary
, 4-29
Interval Reports
, 4-3
introduction
, 4-1
Login/Logout (Skill)
, 4-33
Login/Logout (Split)
, 4-35
Monthly Reports
, 4-3
organization
, 4-1
overview
, 4-1
presentation
, 4-1
roadmap
, 4-2
Split/Skill by Location Report
, 4-90
Split/Skill Call Profile Report
, 4-61
Split/Skill Graphical ASA Daily Report
, 4-68
Split/Skill Graphical ASA Report
, 4-64
Split/Skill Graphical Average Positions Staffed Report
, 
4-66
Split/Skill Graphical Call Profile Report
, 4-70
Split/Skill Graphical Multi-ACD Service Level Report
, 
4-73
Split/Skill Graphical Service Level Report
, 4-76
Split/Skill Graphical Time Spent Report
, 4-80
Split/Skill Outbound Report
, 4-83Historical Reports, (continued)
Split/Skill Report
, 4-37, 4-86
Split/Skill Summary Report
, 4-95
System Graphical Maximum Delay Report
, 4-103
System Multi-ACD by Split/Skill Report
, 4-107
System Multi-ACD Report
, 4-113
System Report
, 4-118
System Reports
, 4-101
Trunk Group Report
, 4-134
Trunk Group Summary Report
, 4-137
Trunk Report
, 4-131
Trunk/Trunk Group Busy Hour Report
, 4-128
Trunk/Trunk Group Reports
, 4-124
VDN Busy Hour Report
, 4-145
VDN Call Profile Report
, 4-147
VDN Graphical Busy/Abandon/Disconnect Comparison 
Report
, 4-151
VDN Graphical Call Profile Report
, 4-154
VDN Graphical Service Level Report
, 4-158
VDN Multi-ACD Flow Report
, 4-161
VDN Report
, 4-164
VDN Reports
, 4-141
VDN Skill Preference Report
, 4-168
Vector Report
, 4-172, 4-175
Weekly Reports
, 4-3
Historical Reports, Definition
, 1-7
Historical Reports, introduction
, 4-1
Historical Reports, organization
, 4-1
Historical Reports, overview
, 4-1
Historical Reports, presentation
, 4-1
Historical Reports, roadmap
, 4-2
Historical System Reports, general information
, 4-102
Historical System Reports, organization
, 4-101
Historical System Reports, selector window
, 4-102
Historical Trunk/Trunk Group Reports, general information
, 
4-125
Historical Trunk/Trunk Group Reports, organization
, 4-124