Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

							  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Setting Report Threshold Highlights2-59
.........................................................................................................................................................................................................................................................Setting Report Threshold Highlights
OverviewReport threshold highlights let you set visual flags to key you when a real-
time data item is out of acceptable bounds. This feature enables you to 
run a minimized report and be notified (through color/icon changes) when 
an item has passed a specific threshold.
ReportsYou can set threshold highlights only for real-time data items in real-time 
or integrated reports. The threshold highlights you set will tell you when 
data for an entity (split/skill, agent, agent group, or VDN) has reached a 
certain level (threshold), as defined by you.
EntitiesThreshold highlight settings apply to a single entity on a specific ACD. 
For example, if you run a real-time split report for split 17 on ACD 1 and 
set the threshold highlights, the threshold settings apply to split 17 on 
ACD 1 for all reports you run for that split and ACD. Also, the threshold 
highlight settings are saved on the PC you are currently using. So, if you 
move to another PC, you need to set up the threshold highlights on that 
PC. If multiple users log into the same PC, each users threshold highlight 
settings are saved individually.
Turn highlights on and
offBy default, the thresholds for each report are turned on, but the threshold 
highlight settings are empty and the sample size threshold is zero. 
Therefore, no threshold highlights show on any reports until you create 
them using the Threshold Settings window. You can turn thresholds on 
and off for each report by selecting/deselecting the Thresholds Settings 
check box in the report input window, or by selecting Threshold Settings 
from the Options menu in the report output window.
ExampleFor example, set thresholds for Time on ACD Calls in the skill named 
Sales. You might set the High Caution threshold to 50 seconds and the 
High Warning threshold to 60 seconds. If an agent spends more than 50 
seconds, but less than 60 seconds, on an ACD call in the Sales skill, the 
item on the report will highlight with the High Caution threshold color. If 
the time exceeds 60 seconds, the item on the report will highlight with the 
High Warning threshold color. However, if the agent spends more than 50 
seconds on an ACD call in any other skill (that does not have the same 
thresholds), the item on the report will not display any threshold 
highlighting.
Important!Report threshold highlights are not the same as 
CentreVu CMS Exceptions Thresholds. The threshold highlighting 
you can do with this feature is available through the 
CentreVu 
Supervisor interface only. 
						

							  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Set Report Threshold Highlights2-60
.........................................................................................................................................................................................................................................................Set Report Threshold Highlights
Before you startThe procedure in this section are used to set report threshold highlights.
Important!When a data item/items for which threshold highlights 
can be set is selected, the Threshold Settings menu item is enabled. 
When the data item that is selected does not allow thresholds, an 
error message will display. See the tables later in this section for a 
list of the report outputs that allow threshold highlighting.
Depending on which data item you have selected, the Sample Size 
box at the bottom of the Threshold Settings window may or may not 
be visible. If you selected a data item that is a percentage or an 
average, the Sample Size box is present.
Set thresholdsThe following is an example of the Threshold Settings window: 
ProcedureTo set report threshold highlights do the following steps: 
........................................................................................................................................................................
1Run a report that contains real-time data (a real-time or integrated 
report).
........................................................................................................................................................................
2Select on a data item in the report for which you can set threshold 
highlights. 
						

							  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Set Report Threshold Highlights2-61
........................................................................................................................................................................
3Select Threshold Settings from the right mouse button or from the 
Tools menu.
........................................................................................................................................................................
4Complete the Threshold Settings window. 
The Threshold Settings window includes the following information and 
text boxes:
•Item — shows the name of the report threshold that applies to the 
selected data value. In most cases, this box contains a single entry. 
If the data value is agent “Time in State” or “Time in Workmode,” or 
agent group “Time in State” or “Time in Workmode,” then this list box 
contains multiple names, one for each possible agent state or 
workmode. Threshold highlights can be set for each individual state 
and workmode.
•Description — shows a description of the threshold currently 
selected.
•Thresholds — shows the colors (as defined in the Options 
Threshold Colors tab, accessed from the Tools menu), icons, and 
current numerical settings for the threshold highlights of this item. 
For thresholds that are time-related, the numbers you enter are in 
seconds. For example, if you are entering a High Caution threshold 
for three minutes, type 180 (for 180 seconds) in the High Caution 
field.
•Sample Size — contains the current value for the Sufficient Sample 
Size value. You can set this to any value from 0 to 999. When you 
set Sufficient Sample Size value, you are defining a minimum 
number of items that must be currently tracked before the threshold 
highlighting is enabled. You will only see Sample Size if the data 
item you selected is a percentage or an average.
•There are four types of thresholds available on the Threshold 
Settings window:
– Low Warning — contains the current value for the Low Warning 
threshold for the selected data item. If no value is defined, the 
field is blank. You can set the value to any positive integer from 
0 to 999,999,999 or leave it blank. If the field is blank, no 
threshold is set.
– Low Caution — contains the current value for the Low Caution 
threshold for the selected data item. If no value is defined, the 
field is blank. You can set the value to any positive integer from 
0 to 999,999,999 or leave it blank. If the field is blank, no 
threshold is set. 
						

							  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Set Report Threshold Highlights2-62
– High Caution — contains the current value for the High Caution 
threshold for the selected data item. If no value is defined, the 
field is blank. You can set the value to any positive integer from 
0 to 999,999,999 or leave it blank. If the field is blank, no 
threshold is set.
– High Warning — contains the current value for the High 
Warning threshold for the selected data item. If no value is 
defined, the field is blank. You can set the value to any positive 
integer from 0 to 999,999,999 or leave it blank. If the field is 
blank, no threshold is set.
........................................................................................................................................................................
5Select OK.
END OF STEPS................................................................................................................................................................................. 
						

							  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Tips for Setting Report Threshold Highlights2-63
.........................................................................................................................................................................................................................................................Tips for Setting Report Threshold Highlights
OverviewUse the tips in this section when setting report threshold highlights.
Tips for setting report
threshold highlightsKeep the following tips in mind when you are setting report threshold 
highlights:
•Before you can administer threshold highlights for a data item, you 
must first click on the data item in the report to select it. When a data 
item is highlighted in a table (standard) report, it is outlined with a 
dotted line. When a data item is highlighted in a chart (graphical) 
report, it has “pull-bars” around the perimeter.
•See the Available Agent Threshold Settings (2-65), Available Split/Skill 
Threshold Settings (2-68), and Available VDN Threshold Settings (2-71) 
sections in this chapter for more information on the real-time data 
items in reports for which you can set threshold highlights.
•In standard reports, you can select items from the table or from the 
output information at the top of the report.
•In chart reports, you can select items from the pie charts, bar charts, 
graphical reports, or tables.
•When you set threshold highlights for an entity (split/skill, agent, 
agent group, or VDN), that set of threshold highlights applies to 
every report that is run specifically for that entity.
•The report threshold highlights are updated with each refresh of the 
report, but not between report refreshes.
•The numbers you define for the threshold highlights must increase 
from left to right (the number you use for Low Warning must be less 
than the number you use for High Warning).
•You can set the label colors by choosing Options from the Tools 
menu on the Controller. 
•Depending on how you define the colors, the sample size threshold 
can behave in the following ways:
– If you want to be alerted to the fact that a particular calculation 
is not statistically significant, set the Insufficient color to a 
different color than any other threshold condition. This causes 
data with insufficient sample size to be highlighted in a special 
color.
– If you want to ignore values with insufficient sample sizes, set 
the Insufficient color to be black text on a gray background. 
This causes the value with insufficient sample size to not be 
highlighted. 
•You can set report thresholds to affect how report data is displayed. 
						

							  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Tips for Setting Report Threshold Highlights2-64
•There are two ways data is affected:
– If the data calculation contains a non-zero Sample Size 
threshold, the denominator of the specified calculation is 
compared to the Sample Size threshold. If the denominator is 
less than the Sample Size threshold, the value displays in the 
“Insufficient” color, indicating that the sample size is insufficient 
for the value to be significant.
– If the sample size is sufficient or if there is no sample size 
associated with the data, then the data value is compared to 
the Low Warning, Low Caution, High Caution, and High 
Warning threshold values to determine which band applies. 
The value is displayed in the color associated with the 
appropriate threshold. 
						

							  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Available Agent Threshold Settings2-65
.........................................................................................................................................................................................................................................................Available Agent Threshold Settings
OverviewUse the data items in this section when setting agent threshold highlights.
Agent threshold settingsAll of the data that 
CentreVu Supervisor uses for agent threshold 
highlights are retrieved from the cagent (current interval agent) 
database table. See the 
CentreVu® CMS R3V8 Database Items and 
Calculations
 (585-210-939) document for more information on the 
database tables.
The Average Talk Time data item includes Sample Size thresholds. 
The agent threshold highlights you can set are as follows: 
Threshold Description/Database Item or Calculation
Time in AUX StateDescription — Amount of time the agent is in 
the Auxiliary Work state. Measures — 
DURATION while AGSTATE = AUX
Time in AUX-IN State Description — Amount of time the agent is on 
an incoming call while in the Auxiliary Work 
state. Measures — DURATION while 
AGSTATE =  AUX-IN
Time in AUX-OUT State Description — Amount of time the agent is on 
an outgoing call while in the Auxiliary Work 
state. Measures — DURATION while 
AGSTATE =  AUX-OUT
Time in ACW State Description — Amount of time the agent is in 
the After Call Work state.  Measures — 
DURATION while AGSTATE = ACW
Time in ACW-IN State Description — Amount of time the agent is on 
an incoming call while in the After Call Work 
state. Measures — DURATION while 
AGSTATE =  ACW-IN
Time in ACW-OUT State Description — Amount of time the agent is on 
an outgoing call while in the After Call Work 
state. Measures — DURATION while 
AGSTATE =  ACW-OUT
Time in AVAIL State Description — Amount of time the agent is in 
the AVAIL state. Measures — DURATION 
while AGSTATE = AVAIL
Time in ACD State  Description — Amount of time the agent is in 
the ACD state. Measures — DURATION while 
AGSTATE = ACD 
						

							  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Available Agent Threshold Settings2-66
Time in ACD-IN State Description — Amount of time the agent is in 
the ACD-IN state.  Measures — DURATION 
while AGSTATE =  ACD-IN
Time in ACD-OUT State Description — Amount of time the agent is in 
the ACD-OUT state.  Measures — DURATION 
while AGSTATE =  ACD-OUT
Time in DACD State Description — Amount of time the agent is in 
the DACD state. Measures — DURATION 
while AGSTATE = DACD
Time in DACD-IN State Description — Amount of time the agent is in 
the DACD-IN state. Measures — DURATION 
while AGSTATE = DACD-IN
Time in DACD-OUT 
StateDescription — Amount of time the agent is in 
the DACD-OUT state.  Measures — 
DURATION while AGSTATE = DACD-OUT
Time in DACW State Description — Amount of time the agent is in 
the DACW state. Measures — DURATION 
while AGSTATE = DACW
Time in DACW-IN State Description — Amount of time the agent is in 
the DACW-IN state.  Measures — DURATION 
while AGSTATE = DACW-IN
 Time in DACW-OUT 
StateDescription — Amount of time the agent is in 
the DACW-OUT state.  Measures — 
DURATION while AGSTATE = DACW-OUT
 Time in RING State Description — Amount of time the agent is in 
the RING state.  Measures — DURATION 
while AGSTATE = RING
Time AUX Workmode Description — Amount of time the agent is in 
the AUX workmode, including incoming and 
outgoing calls. This time measures the time 
the agent remains in AUX, regardless of any 
incoming or outgoing calls handled. Measures 
— AGTIME while WORKMODE = AUX.
Time in ACD Workmode  Description — Amount of time the agent is in 
the ACD workmode, including incoming and 
outgoing calls. This time measures the time 
the agent remains in ACD, regardless of any 
incoming or outgoing calls handled. Measures 
— AGTIME while WORKMODE = ACD 
						

							  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Available Agent Threshold Settings2-67
Time in ACW WorkmodeDescription — Amount of time the agent is in 
the ACW workmode, including incoming and 
outgoing calls. This time measures the time 
the agent remains in ACW, regardless of any 
incoming or outgoing calls handled. Measures 
— AGTIME while WORKMODE = ACW
Time in AVAIL Workmode Description — Amount of time the agent is in 
the AVAIL workmode, including incoming and 
outgoing calls. This time measures the time 
the agent remains in AVAIL, regardless of any 
incoming or outgoing calls handled. Measures 
— AGTIME while WORKMODE = AVAIL
Time in DACD 
WorkmodeDescription — Amount of time the agent is in 
the DACD workmode. This time measures the 
time the agent remains in DACD, regardless of 
any incoming or outgoing calls handled. 
(Applies only to Generic 3 switches.) 
Measures — AGTIME while WORKMODE = 
DACD
Time in DACW 
WorkmodeDescription — Amount of time the agent is in 
the DACW workmode, including incoming and 
outgoing calls. This time measures the time 
the agent remains in DACW, regardless of any 
incoming or outgoing calls handled. Measures 
— AGTIME while WORKMODE = DACW
Calls in Direct Agent 
Queue Description — Number of Direct Agent calls 
that are queued to the agent. DA_INQUEUE is 
the current number of Direct Agent calls 
waiting in any split/skill queue for a specific 
agent. (Applies only to Generic 3 switches.) 
Measures — DA_INQUEUE
Time call waiting in Direct 
Agent Queue Description — Amount of time the caller has 
waited in the Direct Agent queue. 
DA_OLDESTCALL is the length of time that 
the oldest Direct Agent call has waited in any 
split/skill queue for this agent. (Applies only to 
Generic 3 switches.) Measures — 
DA_OLDESTCALL
Average Talk Time Description — Average length of time the 
agent spends talking on ACD calls.  Measures 
— AVG_AGENT_TALK_TIME calculation. 
						

							  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Available Split/Skill Threshold Settings2-68
.........................................................................................................................................................................................................................................................Available Split/Skill Threshold Settings
OverviewUse the data items in this section when setting split/skill threshold 
highlights.
Split/skill threshold
settingsAll of the data that 
CentreVu Supervisor uses for split/skill threshold 
highlights are retrieved from the csplit (current interval split) database 
table. See the 
CentreVu® CMS R3V8 Database Items and Calculations 
(585-210-939) document for more information on the database tables. 
The following data items include Sample Size thresholds:
•Average Speed of Answer
•Average Talk Time
•Average Time to Abandon
•Percent of Calls Answered in Service Level 
•Percent of Calls Abandoned
•Percent of Calls Answered
The split/skill threshold highlights you can set are as follows: 
Threshold Description/Database Item or Calculation
Oldest Call WaitingDescription — Amount of time the oldest call to this 
split/skill has waited in queue. OLDESTCALL is the 
number of seconds the oldest split/skill ACD call has 
waited in queue or ringing. Measures — 
OLDESTCALL
Number of Calls Waiting 
in Queue Description — Number of calls queued to this split/
skill. The computation measures the number of calls 
in queue or ringing at an agent position. Measures — 
INQUEUE + INRING
 Number of Calls 
AbandonedDescription — Number of calls that were queued to 
this split/skill and then abandoned. ABNCALLS is the 
number of calls offered to a split/queue which were 
subsequently abandoned by the caller. Measures — 
ABNCALLS
Average Speed of 
AnswerDescription — Number of seconds, on average, 
before a call to this split/skill is answered. Average 
speed of answer is the ANSTIME (time spent by 
callers in queue or ringing before being answered) 
divided by the ACDCALLS (number of calls queued 
to the split/skill that were answered by an agent at 
this split/skill). Measures — AVG_ANSWER_SPEED