Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

  Integrated Reports CentreVu®  Supervisor Version 8 Reports
VDN Graphical Call Handling Report5-35
Flow Out  The number of calls that were redirected to 
another VDN or off-switch destination via a “route 
to” step or “adjunct routing” command, or were 
redirected to a VDN by redirection on no answer. 
Calls in the VDN that are routed to other switch 
destinations, such as splits/skills or extensions, 
are not counted as outflows from the VDN.OUTFLOWCALLS
Aban Calls  The number of calls to the ACD...

  Integrated Reports CentreVu®  Supervisor Version 8 Reports
VDN Graphical Call Handling Report5-36 

  Database Items and Calculations CentreVu®  Supervisor Version 8 Reports
OverviewA-1
Appendix A: Database Items and Calculations
.........................................................................................................................................................................................................................................................Overview
PurposeFor complete descriptions of all Database items and calculations available 
with Release 3 Version 8 CMS, refer to...

  Database Items and Calculations CentreVu®  Supervisor Version 8 Reports
OverviewA-2 

  Glossary CentreVu®  Supervisor Version 8 Reports
GL-1
Glossary
% Agent Occupancy with ACW
Agent occupancy, displayed as a percentage, including agent after call 
work (ACW) time as work time.
% Agent Occupancy without ACW
Agent occupancy, displayed as a percentage, not including agent 
ACW time as work time.
% Agent Group Occupancy with ACW
Agent group occupancy, displayed as a percentage, including agent 
ACW time as work time.
% Agent Group Occupancy without ACW
Agent group occupancy, displayed as a...

  Glossary CentreVu®  Supervisor Version 8 Reports
GL-2
Access Permissions
Permissions assigned to a CMS user so that the user can access 
different subsystems in CMS or administer specific elements 
(splits/skills, trunks, vectors, etc.) of the ACD. Access permissions 
are specified as read or write permission. Read permission means 
the CMS user can access and view data (for example, run reports 
or view the Dictionary subsystem). Write permission means the 
CMS user can add, modify, or delete data and...

  Glossary CentreVu®  Supervisor Version 8 Reports
GL-3
Adjunct/Switch Applications Interface (ASAI)
An AT&T recommendation for interfacing adjuncts and 
communications systems, based on the CCITT Q.932 
specification for layer 3. ASAI supports activities such as event 
notification and call control.
After Call Work (ACW)
An agent state generally representing work related to the 
preceding ACD call. Going on-hook after an ACD call during 
MANUAL-IN operation places the call in ACW. With Generic 1 and...

  Glossary CentreVu®  Supervisor Version 8 Reports
GL-4
Agent Role
A description of the kind of service an agent in multiple skills gives 
to one of their skills. This is a combination of call handling 
preference and skill/reserve levels.
The five roles are:
•Top: top agents logged into their highest priority skill
•Allocated: agents with percent allocation call handling 
preference administered (see the 
CentreVuÒ Advocate User 
Guide
, 585-210-927)
•Backup: agent is assigned to a skill, but not as the...

  Glossary CentreVu®  Supervisor Version 8 Reports
GL-5
Agent Trace
You must start an agent trace before you can obtain an Agent 
Trace report. You can activate traces for a maximum of 25 agents 
at any one time. You can select the dates in which the trace will 
receive information. This report lists each agent activity and the 
time it occurred.The Agent Trace report can be helpful when 
evaluating how well individual agents are using their time.
AI
See Auto-In.
Algorithm
A prescribed set of...

  Glossary CentreVu®  Supervisor Version 8 Reports
GL-6
Auto-In (AI)
An ACD work mode that makes the agent available to receive calls 
and allows the agent to receive a new ACD call immediately after 
disconnecting from the previous call.
Automatic Call Distribution (ACD)
A switch feature. Automatic Call Distribution (ACD) is software that 
channels high-volume incoming call traffic to agent groups (splits 
or skills).
Also an agent state where the extension is engaged in an ACD call 
(with the agent...