Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Queue/Agent Reports3-41
Queue/Agent Reports
.........................................................................................................................................................................................................................................................Overview
PurposeThe Queue/Agent reports give you the following specific information 
about Queues and Agents:
•The overall skill information along with...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
General Information About Queue/Agent Reports3-42
.........................................................................................................................................................................................................................................................General Information About Queue/Agent Reports
What Queue/Agent
reports containThe Queue/Agent reports give you the following specific information...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Queue/Agent Report Selector Window and Input Fields3-43
.........................................................................................................................................................................................................................................................Queue/Agent Report Selector Window and Input Fields
OverviewThe queue/agent report selector window and the queue report input 
window are used...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Queue/Agent Report Selector Window and Input Fields3-44
Queue/Agent report
input fieldsThe following table describes the input fields on real-time Queue report 
input windows:
Field Definition
Skill: or Split/Skill: Enter the skill name or number that you want 
to view in this report. Any name(s) that you 
want to appear on the report must have been 
previously defined and entered in the 
Dictionary subsystem.
Refresh Every  
SecondsEnter the...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Queue/Top Agent Status Report3-45
.........................................................................................................................................................................................................................................................Queue/Top Agent Status Report
OverviewThis report displays overall skill information along with information about 
agents for whom the requested skill is the top...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Queue/Top Agent Status Report3-46
Queue/Top Agent Status
report descriptionThe following table describes the report fields:
Report Heading Description Database Item, Calculation, 
or 
Skill Name or number of the skill 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...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Queue/Top Agent Status Report3-47
Top Agents Avail The current number of top agents logged into 
the skill and available in the skill to take calls.TAVA I L A B L E
Top Agents Ringing The number of top agents logged into the skill 
who have ACD calls (including direct agent 
calls) ringing at their voice terminals.TAGINRING
Top Agents on ACD 
CallsThe total number of top agents connected to 
inbound and outbound ACD calls in each skill. 
This...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Queue/Top Agent Status Report3-48
 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. 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...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Queue/Top Agent Status Report3-49
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
VDN Name (Shows 
data only if you 
have purchased the 
Vectoring feature)The number or name of the VDN for which the 
report shows data. The Vector...

  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Queue/Agent Status Report3-50
.........................................................................................................................................................................................................................................................Queue/Agent Status Report
OverviewThis report is a combination of the Agent report and the Queue/Agent 
Summary report. It displays overall split/skill information such...