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 information about agents for 
whom the requested skill is the top skill.
•The overall split/skill information such as the number of calls waiting, 
oldest call waiting, and percent answered within service level.
•A summary of the splits/skills queue status.
Organization of this
sectionThis section contains the following topics:
•General Information About Queue/Agent Reports (3-42)
•Queue/Agent Report Selector Window and Input Fields (3-43)
•Queue/Top Agent Status Report (3-45)
•Queue/Agent Status Report (3-50)
•Queue/Agent Summary Report (3-55). 
						

							  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 
about Queues and Agents:
•The overall skill information along with information about agents for 
whom the requested skill is the top skill.
•The overall split/skill information such as the number of calls waiting, 
oldest call waiting, and percent answered within service level.
•A summary of the splits/skills queue status.
Organization of Queue/
Agent reportsThe following list shows how the Queue/Agent reports are structured in 
CentreVu Supervisor:
•Queue Top Agent Status
•Status
•Summary. 
						

							  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 to run the queue/agent reports described in this section.
Queue/Agent report
selector windowThe following figure is an example of the Queue/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
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 number of seconds (3 to 600) to 
specify how often you want the report to 
refresh. 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 run 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. 
						

							  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 skill. This report resembles 
the Queue/Agent Status report, but this report also displays the number 
of top agents staffed, available, ringing, on ACD calls, in ACW, in AUX, 
and in Other, plus the number of flex agents staffed. The number of calls 
answered and abandoned also appear on the report.
Things to know about
this reportHere are some things you need to know about this report:
•This report is available only for Generic 3 switches with EAS.
•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 Queue/Top Status report are stored 
in csplit and cagent tables.
•This report uses the Queue Report input window. Select a skill that 
you want to view on the report. See 
Queue/Agent Report Selector 
Window and Input Fields (3-43) for more information.
Queue/Top Agent Status
report exampleThe following figure provides an example of a Queue/Top Agent Status 
report: 
						

							  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 
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 Waiting The length of time (in seconds) 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
Direct Agent Calls 
WaitingThe current number of direct agent calls 
(Generic 3 only) that are waiting in this skills 
queue or ringing at agent positions.DA_INQUEUE+DA_INRING
% Within Service 
LevelThe percentage of skill ACD calls that were 
answered by an agent within the predetermined 
time.100*(ACCEPTABLE/
CALLSOFFERED) 

Secs Shows the current setting for the Acceptable 
Service Level, in seconds, as defined on the 
Call Center Administration Split/Skill Call 
Profile Setup window.SERVICELEVEL
ACD Calls The number of calls that were queued to the 
skill and answered by this agent in this skill 
(includes O_ACDCALLS).ACDCALLS
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.ABNCALLS
Top Agents Staffed The current number of top agents that are 
staffed in this skill.TSTAFFED 
						

							  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 does not include direct agent calls.TONACD
Top Agents in ACW The number of top agents who are in the after 
call work state for each skill. This includes 
agents on ACWIN/ACWOUT calls and agents 
in ACW not associated with an ACD call.TINACW
Top Agents in AUX The 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
Top Agents in Other The current number of top agent positions that 
are doing other work.
For 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 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 personal call ringing with no 
other activity.
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). For the Generic 3 switches without 
EAS, agents are logged into multiple splits and 
doing work for a split 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 Report Heading Description Database Item, Calculation, 
or  
						

							  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 
CentreVu 
Advocate. R2STAFFED
 Agent Name The name (or agent IDs if the names have not 
been assigned in the Dictionary) of the agents 
assigned to this split/skill and logged in.syn(LOGID)
 Login ID The login identification of the agent LOGID
 Extn The extension that 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
Skill/Level The skill and level associated with the split/skill 
or direct agent ACD call that the agent is on or 
the ACW session.
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. 
The level is either a skill level (1-16) for a 
normal skill or a reserve level (R1 or R2) for a 
reserve skill. This WORKSKLEVEL applies to 
WORKSKILL.WORKSKILL/ 
syn(WORKSKLEVEL) Report Heading Description Database Item, Calculation, 
or  
						

							  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 Directory 
Number is associated with the ACD call in 
progress.VDN Report Heading Description Database Item, Calculation, 
or  
						

							  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 as the 
number of calls waiting, oldest call waiting, and percent answered within 
service level. It also shows the number of agents available, on ACD calls, 
staffed, with calls ringing, and on after call work. It also shows what each 
agent in the split/skill is currently doing.
Things to know about
this reportHere are some things you need to know about this report:
•Direct agent calls waiting are displayed in this report because direct 
agent calls occupy split/skill queue slots on Generic 3 switches.
•The database items used for the Queue/Agent Status report are 
stored in csplit and cagent tables.
•This report uses the Queue Report Input Window. Select a split/skill 
that you want to view on the report. See 
Queue/Agent Report Selector 
Window and Input Fields (3-43) for more information.
Queue/Agent Status
report exampleThe following figure provides an example of a Queue/Agent Status 
report: