Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Multi-ACD Report3-31
 Oldest Call 
WaitingThe length of time (in seconds) the oldest ACD 
call has waited in queue or ringing before being 
answered. This does not include direct agent 
calls. OLDESTCALL 
 Avg Speed 
AnswerThe average time calls waited in queue and 
ringing before an agent answered. This does not 
include direct agent calls, but it does include 
outbound ACD calls placed by an adjunct (also 
called outbound predictive dialing), for the 
Generic 3 with the ASAI only. ANSTIME/  ACDCALLS  

EWT Top This heading contains EWT for the split/skill at 
top priority. EWT is the wait time for the call 
when it is queued to the split/skill at the top 
priority. EWT measures only the time it takes to 
deliver the call to an agent. It does not include 
ringing time. If 
CentreVu CMS is connected to a 
switch previous to the Generic 3 Version 4 or if 
vectoring is not activated, the EWT headings 
and columns are displayed, but the fields are 
blank. Exception thresholds for EWT can be set 
from the Exceptions command.EWTTOP
EWT High This heading contains EWT for the split/skill at 
high priority. EWT is the wait time for the call 
when it is queued to the split/skill at high priority. 
EWT measures only the time it takes to deliver 
the call to an agent. It does not include ringing 
time. If 
CentreVu CMS is connected to a switch 
previous to the Generic 3 Version 4 or if 
vectoring is not activated, the EWT headings 
and columns are displayed, but the fields are 
blank. Exception thresholds for EWT can be set 
from the Exceptions command.EWTHIGH Report 
HeadingDescription Database Item, Calculation, 
or  
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Multi-ACD Report3-32
EWT Medium This heading contains EWT for the split/skill at 
medium priority. EWT is the wait time for the call 
when it is queued to the split/skill at medium 
priority. EWT measures only the time it takes to 
deliver the call to an agent. It does not include 
ringing time. If 
CentreVu CMS is connected to a 
switch previous to the Generic 3 Version 4 or if 
vectoring is not activated, the EWT headings 
and columns are displayed, but the fields are 
blank. Exception thresholds for EWT can be set 
from the Exceptions command.EWTMEDIUM
EWT Low This heading contains EWT for the split/skill at 
low priority. EWT is the wait time for the call 
when it is queued to the split/skill at low priority. 
EWT measures only the time it takes to deliver 
the call to an agent. It does not include ringing 
time. If 
CentreVu CMS is connected to a switch 
previous to the Generic 3 Version 4 or if 
vectoring is not activated, the EWT headings 
and columns are displayed, but the fields are 
blank. Exception thresholds for EWT can be set 
from the Exceptions command.EWTLOW
 ACD Calls The ACD calls that were queued to the split/skill 
and answered by an agent. This does not 
include direct agent calls, but it does include 
ACD calls placed by an adjunct (also called 
outbound predictive dialing), for the Generic 3 
switches with the ASAI feature only. ACDCALLS 
 Avg ACD Time The average talk time for all ACD calls to this 
split/skill. This does not include hold time or time 
on direct agent calls, but it does include talk time 
of all outbound ACD calls placed by an adjunct 
(also called outbound predictive dialing) for the 
Generic 3 switches with the ASAI feature only. ACDTIME/  ACDCALLS  
 Report 
HeadingDescription Database Item, Calculation, 
or  
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Multi-ACD Report3-33
 Aban Calls The total number of queued calls for each split/
skill that abandoned before an agent answered. 
This includes calls that are ringing at a voice 
terminal but does not include direct agent calls. 
It also includes the number of outbound calls for 
each split/skill that abandoned at the far end 
before the agent answered, for the Generic 3 
switches with the ASAI feature only. ABNCALLS 
 Avg Aban Time The average time a caller waited (in split/skill or 
VDN) before hanging up. ABNTIME /  ABNCALLS  

Agents  
Available:The total number of agents who are available to 
receive ACD calls in each split/skill. AVAILABLE 
Agents  Ringing: The current number of agents that are available 
and have ACD calls (including direct agent calls) 
ringing at their voice terminal but have not yet 
answered. If the agent places a call or answers 
an extension call, the agent is shown in the AUX 
work state, rather than in the ringing state. AGINRING 
Agents on  ACD 
Calls:The total number of agents that are connected 
to inbound and outbound ACD calls in each 
split/skill. This does not include direct agent 
calls. ONACD
Agents in ACW: The number of agents who are in the after call 
work mode for each split/skill. This includes 
agents on ACWIN/ACWOUT calls and agents in 
ACW not associated with an ACD call. INACW Report 
HeadingDescription Database Item, Calculation, 
or  
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Multi-ACD Report3-34
Agents in  
Other:The current number of agent positions that are 
doing other work. Agent positions show up as 
OTHER directly after the link to the switch 
comes up and directly after the agents log in 
before the 
CentreVu CMS is notified of the 
agents work state. For the Generic 3 switches 
with EAS, the agent did one of the following 
activities while in the Auto-in or Manual-In state: 
The agent put any call on hold and performed 
no further action. The agent is on a direct agent 
call or in ACW for a direct agent call. The agent 
is dialing to place a call or to activate a feature. 
The agent has a ringing personal call queued 
through another split or skill, with no other 
activity. For the Generic 3 switch without EAS, 
agents are logged into multiple splits and doing 
work for a split other than this one. OTHER
Agents in  Aux: The current number of agents who are in the 
AUX work mode for all splits/skills including 
agents who are handling AUXIN or AUXOUT 
calls. INAUX
Agents  Staffed: The number of agents logged into each split/
skill. STAFFED  Report 
HeadingDescription Database Item, Calculation, 
or  
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Multi-ACD Top Agent Report3-35
.........................................................................................................................................................................................................................................................Multi-ACD Top Agent Report
OverviewThis report displays skill information for skills from multiple ACDs. Agent 
counts show top and backup agents. This report allows you to enter skills 
from multiple ACDs connected to the CMS.
The Multi-ACD report appears on the real-time reports menu even if you 
have only one real ACD installed on your 
CentreVu CMS.
Things to know about
this reportHere are some things you need to know about this report:
•This report shows the number of agents with this skill as their top 
skill for 
DEFINITY ECS G3 EAS switches.
•This report shows the number of agents with this split as 
OLDEST_LOGON for Generic 3 non-EAS switches.
•The menu items for this report appear only if the current ACD is a 
Generic 3 switch and EAS is activated. The report can be run for 
any live ACD on the CMS (some of which may not be G3 switches 
with EAS activated).
•Top Agents are agents for whom the skill is their highest-level skill. 
If agents have more than one skill at the highest level, then the first 
one administered is the top skill.
•The database items used for the Multi-ACD Top Agent Report are 
stored in the csplit table.
•The standard report can only include information on six ACDs. This 
report must be customized with Report Designer to view information 
on eight ACDs.  
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Multi-ACD Top Agent Report3-36
Multi-ACD Top Agent
report input windowThe following figure shows an example of the Multi-ACD Top Agent input 
window. You must fill in the report input window to run the report. 
Multi-ACD Top Agent
report Input FieldsThe following table describes the input fields on real-time Multi-ACD Top 
Agent report input windows:
Field Definition
Skill: (for First 
through Sixth Skill)Fill in the names or numbers of the First through Sixth Split/
Skill(s) for which you want to run the report. You can enter a 
split/skill name only if the name has been defined in Dictionary. 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Multi-ACD Top Agent Report3-37
Multi-ACD Top Agent
report exampleThe following figure provides an example of the Multi-ACD Top Agent 
report: Refresh Every  
SecondsEnter the number of seconds from 3 to 600, to specify how 
rapidly 
CentreVu 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 
CentreVu CMS administrator.
Enable Report 
ThresholdsCheck the Enable Report thresholds option to start the report 
with report thresholds running. Uncheck the option if you do not 
want to fun report thresholds.
Run Minimized Check the Run Minimized option to run the report in a minimized 
window. Uncheck the option to run the report at full size. Field Definition 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Multi-ACD Top Agent Report3-38
Multi-ACD Top Agent
report descriptionThe following table describes the report fields:
Report 
HeadingDescription Database Item, Calculation, or 

 Skill The name or number of the splits/skills selected 
for this report.syn(SPLIT)
 ACD The name or number of the ACD for which the 
data was collected.syn(ACD)
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 with 
CentreVu Advocate. SKSTATE 
 Calls Waiting The number of split or skill ACD calls waiting to 
be answered. This includes calls that are in 
queue and calls that are ringing at an agent voice 
terminal. It does not include direct agent calls for 
the Generic 3 switch.INQUEUE+INRING
 Oldest Call 
WaitingThe length of time (in seconds) that the oldest 
ACD call has waited in queue or ringing (at an 
agent voice terminal for each split/skill in the 
report) before being answered. This does not 
include direct agent calls.OLDESTCALL
 Avg Speed 
AnsThe average time that calls waited in queue and 
ringing before an agent answered. This does not 
include direct agent calls, but it does include 
outbound ACD calls placed by an adjunct 
(outbound predictive dialing) for the Generic 3 
switches with ASAI only.ANSTIME/ACDCALLS 

 ACD Calls The ACD calls that were queued to the split/skill 
and answered by an agent in the split/skill. This 
does not include direct agent calls. It does include 
outbound ACD calls placed by an adjunct 
(outbound predictive dialing) for the Generic 3 
switch with the ASAI feature only.ACDCALLS
 Avg ACD 
TimeThe average talk time for all ACD calls to this 
split/skill. This does not include hold time or time 
on direct agent calls. It does include outbound 
ACD calls placed by an adjunct (outbound 
predictive dialing) for the Generic 3 switch with 
the ASAI feature only.ACDTIME/ACDCALLS 
 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Multi-ACD Top Agent Report3-39
 Aban Calls The number of calls that are abandoned by the 
caller when calls are in queue or when calls are 
ringing for this split/skill. This includes calls with 
talk times less than the phantom abandoned call 
timer value, if it is set. NOTE: When a call is 
queued to multiple splits/skills and abandons 
from the queue, only the primary split/skill 
increments ABNCALLS. (Calls that are ringing at 
an agents voice terminal and then abandoned 
count as abandons for the split/skill for which they 
were ringing.)ABNCALLS
 Avg Aban 
Tim eThe average time a caller waited (in split/skill or 
VDN) before hanging up.ABNTIME/ABNCALLS 

 Top Agents 
AvailThe number of top agents that are logged into the 
skill who are available in the skill.TAVAILABLE
 Top Agents 
RingingThe number of top agents that are logged into the 
skill who have ACD calls (including direct agent 
calls) ringing at their voice terminals.TAGINRING
 Top Agents 
on ACD CallsThe number of top agents connected to inbound 
and outbound ACD calls in each split/skill. This 
does not include direct agent calls.TONACD
 Top Agents 
in ACWThe number of top agents who are in the after call 
work state for each skill. This includes agents on 
ACWIN or ACWOUT calls and agents in ACW not 
associated with an ACD call.TINACW
Top Agents in 
AUXThe number of top agents logged into the skill 
who are in the AUX work mode for all skills or are 
on AUXIN/AUXOUT calls. Does not apply to 
direct agents in ACW.TINAUX Report 
HeadingDescription Database Item, Calculation, or 
 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Multi-ACD Top Agent Report3-40
 Top Agents 
in OtherFor the Generic 3 switch, the agent did one of the 
following activities while in the Auto-in or Manual-
In state:
•The agent put any call on hold and performed no 
further action.
•The agent was on a direct agent call or in ACW for 
a direct agent call.
•The agent was dialing to place a call or to activate 
a feature.
•The agent had a personal call l ringing with no 
other activity.
 For the Generic 3 switch without EAS, agents 
are logged into multiple splits and doing work for 
a split other than this one (on an ACD call or in 
ACW). For the Generic 3, agents are logged into 
multiple skills and doing work for a skill other than 
this one (on an ACD call or in call-related ACW). 
Agent positions show up as OTHER directly after 
the link to the switch comes up and directly after 
the agents log in before the 
CentreVu CMS is 
notified of the agents work state.TOTHER
 Top Agents 
StaffedCurrent number of top agents that are staffed in 
the skill.TSTAFFED
 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 
CentreVu 
Advocate.  R2STAFFED  Report 
HeadingDescription Database Item, Calculation, or