Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Overview3-1
3 Real-Time Reports
.........................................................................................................................................................................................................................................................Overview
PurposeThis chapter is written for CentreVu Supervisor supervisors and 
administrators who use the real-time report subsystem to generate reports. 
Real-time reports can be displayed on your PC, printed, stored to a file, 
copied to a clipboard, run as a Script, or exported to HTML format through 
the Save as HTML feature.
IntroductionThis chapter gives you the information you need to understand every real- 
time report available on 
CentreVu Supervisor.
CentreVu Supervisor real-time reports give supervisors snapshots of the call 
centers performance and status. Abandoned calls, for example, can be 
monitored to determine the waiting-for-service tolerance of callers and 
compared to the number of calls in queue. Additionally, agent productivity 
can be compared at a glance to determine who may need help in speeding 
after call work.
Standard real-time reports:
•Show the current status of ACD activity. The types of data for reports 
are status, cumulative, and administrative. (See the 
CentreVu® CMS 
R3V8 Database Items and Calculations
 (585-210-939) document for a 
description of these data types.) 
•Display data for the current interval for agent, split/skill, trunk/trunk 
group, vector, and VDN activities, such as number of ACD calls, 
abandoned calls, average talk time, and so on. All database items and 
calculations that are used for real-time reports are taken from the 
current interval tables.
•You assign the length of the current interval for real-time ACD data in 
the System Setup: Storage Intervals window. See the 
CentreVu® CMS 
R3V8 Administration (585-210-910) 
 document for more information.
The Expert Agent Selection (EAS), Vectoring, and Graphics reports are also 
included in this chapter. If you do not have the Expert Agent Selection 
feature, Vectoring feature, or Graphics package, those report items do not 
appear on your menu. The reports you see depend on your switch type, 
permissions, and system performance.
Organization of
Real-Time ReportsThe following topics are covered:
•Agent reports (3-4)
•Other Reports (3-22)
•Queue/Agent Reports (3-41)
•Split/Skill Reports (3-58)
•Trunk Group Report (3-144) 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Overview3-2
•VDN Reports (3-148)
•Vector Report (3-164)
•Drill-Down Reports (3-168).
PresentationThis chapter gives a brief description of each available report and 
definitions of the input fields. It provides you with the information you 
need to complete any real-time report input screen.
Each report description has the following headings:
•Things to Know About All Real-Time Reports: gives you information 
on factors that affect the real-time reports.
•Input Window: includes input field definitions for each type of real-
time report. The input window is shown at the beginning of each 
section of reports (agent, split/skill, and so on).
•Sample Report: provides an example of the report. A table provides 
report headings, field definitions, and the corresponding database 
item.
A short summary and example of each 
CentreVu Supervisor real-time 
report is included in this chapter. When you generate a real-time report, 
the totals for the report columns are on the top line of the report under the 
headings.
Diagram of Real-Time
reporting systemThe following diagram shows how the Real-Time reporting system is 
structured. This section follows the report structure outlined in this 
diagram-agent reports are described first, followed by other reports, etc. 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Overview3-3 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Agent reports3-4
Agent reports
.........................................................................................................................................................................................................................................................Overview
PurposeThis section discusses agent reports.
OrganizationThis following topics are described:
•General Information About Agent Reports (3-5)
•Agent Report Input Windows (3-6)
•Agent Group Report (3-7)
•Agent Report (3-10)
•Agent Information Report (3-13)
•Graphical Information Report (3-17). 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
General Information About Agent Reports3-5
.........................................................................................................................................................................................................................................................General Information About Agent Reports
What an Agent report
containsThe Agent reports give you the following specific information about 
agents:
•The agents according to groups you have created in the Dictionary 
subsystem.
•The current activities of all agents assigned to a split or skill.
•Real-time information and statistics for a specified agent.
Organization of Agent
reportsThe following list shows how the Agent reports are organized in 
CentreVu 
Supervisor:
•Agent Group
•Report
•Agent Information (non-EAS)
•Graphical Information
Agent report selector
windowThe following figure is an example of the Agent Report selector window. 
The reports are explained in the same order as listed in the window. 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Agent Report Input Windows3-6
.........................................................................................................................................................................................................................................................Agent Report Input Windows
OverviewThe reports in this section use the Agent Report Input Windows. Specific 
input information is included with the reports.
Agent report input fieldsThe following table describes the input fields on real-time Agent report 
input windows. Not all reports use all fields; refer to information for the 
specific report you are running to determine what you want to view. For 
example, you may enter an agent group, agent name or split/skill to run 
the report.
   Field Definition
Agent group: Enter the name of the group that you want to view. Any 
name(s) that you want to appear on the report must 
have been previously defined and entered in the 
Dictionary subsystem.
Agent:  or  Agent Name: Enter the name of the agent. The agents name must be 
defined in the Dictionary subsystem; otherwise, you will 
see the agent Login IDs.
Split/Skill: Enter the split or 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  Seconds: Enter the number of seconds (3 to 600) to specify how 
rapidly CMS should update the report data. The default 
for the Refresh Every  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 CMS administrator.
Enable Report Thresholds Check the Enable Report Thresholds option to start the 
report with report thresholds running. Uncheck the 
option if you do not want to run report thresholds.
Run Minimized Click the Run Minimized option to run the report in a 
minimized window. Uncheck the option to run the report 
at full size. 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Agent Group Report3-7
.........................................................................................................................................................................................................................................................Agent Group Report
OverviewThe Agent Group Report allows you to view agents according to groups 
you have created in the Dictionary subsystem. For example, these 
groups could be new agents, agents with specific extension numbers, or 
any grouping that fits your call centers needs.
Things to know about
this reportHere are some things you need to know about this report:
•Only one agent group displays on this report. If you want to compare 
groups, you can bring up two reports separately and toggle between 
the reports.
•Only the agents logged in and assigned to the group display in the 
report.
•The database items used for the Agent Group report are stored in 
the cagent table.
•This report uses the Agent Group input window. Select an agent 
group to view on the report. See 
Agent Report Input Windows (3-6) for 
more information.
Agent Group report
exampleThe following figure provides an example of the Agent Group report:
Agent Group report input
fieldsSee agent input fields. 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Agent Group Report3-8
Agent Group report
descriptionThe following table describes the report fields:
Field Definition Database Item, Calculation, 
or 
Agent Group The name of the group of agents. You can make 
this selection in the report input window.No database item or 
calculation.
Agent Name The name(s) of the agent(s) assigned to this 
split/skill and logged in (or their login IDs if 
names have not been assigned to them in 
Dictionary).syn(LOGID)
Login ID The login identification of the agent. LOGID
Extn The extension the agent logged in from. EXTENSION
AUX Reason The reason associated with the auxiliary work 
state of this agent (for example, lunch, break, 
meeting, or training). This field is blank if the 
agent is not in the AUX state.AUXREASON
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).AWORKMODE and 
DIRECTION
Split/Skill When an agent is on a split/skill call, a direct 
agent call, or in After Call Work associated with 
the call or the ACW, WORKSKILL is the 
OLDEST_LOGON:
•When an agent is on an AUXIN/AUXOUT call 
from the available state, while in AUX or with an 
AUXIN/AUXOUT call on hold
•When an agent is on an AUXIN call with an ACD 
call on hold.
When an agent is on an AUXOUT call with an 
ACD call on hold, this is the split/skill associated 
with the ACD call. When an agent is available, in 
AUX, or in OTHER, this is blank.WORKSKILL
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 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Agent Group Report3-9
VDN Name 
(Shows data only 
if you have the 
Vectoring 
feature) The number or name of the VDN for which the 
report shows data. The Vector Directory Number 
(VDN) is associated with the ACD call in 
progress. If a name has been assigned to the 
VDN in the Dictionary, the name displays instead 
of the number.syn(VDN) Field Definition Database Item, Calculation, 
or  
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Agent Report3-10
.........................................................................................................................................................................................................................................................Agent Report
OverviewThe Agent report displays the current activities of all agents assigned to a 
split or skill. It shows the extension from which the agent logged in, the 
agents work state, how long the agent has been in that work state, and 
the split or skill in which the agent is currently working. This report also 
gives you VDN information (if you have the Vectoring feature).
Things to know about
this reportHere are some things you need to know about this report:
•Only the agents currently assigned and logged into the split/skill 
display on this report.
•The database items used for the Agent Report are stored in the 
cagent table.
•This report uses the Agent Input Window. Select a split/skill that you 
want to view on the report. See 
Agent Report Input Windows (3-6) for 
more information.
Agent report exampleThe following figure provides an example of the Agent report. 
Agent report input fieldsSee agent input fields.