Home
>
Lucent Technologies
>
Communications System
>
Lucent Technologies CentreVu Supervisor Version 8 Reports Manual
Lucent Technologies CentreVu Supervisor Version 8 Reports Manual
Have a look at the manual Lucent Technologies CentreVu Supervisor Version 8 Reports Manual online for free. It’s possible to download the document as PDF or print. UserManuals.tech offer 413 Lucent Technologies manuals and user’s guides for free. Share the user manual or guide on Facebook, Twitter or Google+.
CentreVu® CMS R3V8 Upgrades and Migration ix What Queue/Agent reports contain 3-42 Organization of Queue/Agent reports 3-42 Queue/Agent Report Selector Window and Input Fields 3-43 Queue/Agent report selector window 3-43 Queue/Agent report input fields 3-44 Queue/Top Agent Status Report 3-45 Things to know about this report 3-45 Queue/Top Agent Status report example 3-45 Queue/Top Agent Status report description 3-46 Queue/Agent Status Report 3-50 Things to know about this report 3-50 Queue/Agent Status report example 3-50 Queue/Agent Status report description 3-51 Queue/Agent Summary Report 3-55 Things to know about this report 3-55 Queue/Agent Summary report example 3-55 Queue/Agent Summary report description 3-56 Split/Skill Reports 3-58 Overview 3-58 Organization of this section 3-58 General Information About Split/Skill Reports 3-59 Organization of split/skill reports 3-59 Split/Skill Report Selector Window and Input Fields 3-60 Split/Skill report selector window 3-60 Split/skill report input fields 3-60 Split/Skill Call Profile Report 3-62 Things to know about this report 3-62 Split/Skill Call Profile report example 3-62 Split/Skill Call Profile report description 3-63 Real-Time Graphical Active Agents Report 3-65 Things to know about this report 3-65 Graphical Active Agents report example 3-66 Graphical Active Agents report description 3-66 Real-Time Graphical Allocated Agents Report 3-69 Things to know about this report 3-69 Graphical Allocated Agents report example 3-70 Graphical Allocated Agents report description 3-71 Split/Skill Graphical AUX Agents Report 3-73 Things to know about this report 3-73 Report formats 3-73 Split/Skill Graphical AUX Agents report example 3-74 Split/Skill Graphical AUX Agents report description 3-74 Split/Skill Graphical AUX Top Agents Report 3-76
CentreVu® CMS R3V8 Upgrades and Migration x Things to know about this report 3-76 Split/Skill Graphical AUX Top Agents report example 3-77 Split/Skill Graphical AUX Top Agents report description 3-77 Split/Skill Graphical Call Profile Report 3-79 Things to know about this report 3-79 Split/Skill Graphical Call Profile report example 3-80 Split/Skill Graphical Call Profile report description 3-80 Split/Skill Graphical EWT Report 3-83 Things to know about this report 3-83 Split/Skill Graphical EWT report example 3-84 Split/Skill Graphical EWT report description 3-84 Split/Skill Graphical Queue Report 3-86 Things to know about this report 3-86 Split/Skill Graphical Queue report example 3-87 Split/Skill Graphical Queue report description 3-87 Split/Skill Graphical Skill Overload Report 3-89 Things to know about this report 3-89 Split/Skill Graphical Skill Overload report example 3-90 Split/Skill Graphical Skill Overload report description 3-90 Split/Skill Graphical Staffing Profile Report 3-91 Things to know about this report 3-91 Split/Skill Graphical Staffing Profile report example 3-92 Split/Skill Graphical Staffing Profile report description 3-92 Split/Skill Graphical Status Report 3-95 Things to know about this report 3-95 Split/Skill Graphical Status report example 3-96 Split/Skill Graphical Status report description 3-96 Split/Skill Graphical Top Skill Status Report 3-99 Things to know about this report 3-99 Split/Skill Graphical Top Skill Status report example 3-100 Split/Skill Graphical Top Skill Status report description 3-101 Reserve1 AUX Agents Report 3-104 Things to know about this report 3-104 Reserve1 AUX Agents report example 3-105 Reserve1 AUX Agents report description 3-105 Reserve2 AUX Agents Report 3-108 Things to know about this report 3-108 Reserve2 AUX Agents report example 3-109 Reserve2 AUX Agents report description 3-109 Skill AUX Report 3-112 Things to know about this report 3-112 Skill AUX report example 3-112 Skill AUX report description 3-113 Skill Status Report 3-114
CentreVu® CMS R3V8 Upgrades and Migration xi Things to know about this reports 3-114 Skill Status report example 3-116 Skill Status report description 3-116 Skill Top Agent Report 3-120 Things to know about this report 3-120 Skill Top Agent report example 3-120 Skill Top Agent report description 3-121 Split Status Report 3-125 Things to know about this report 3-125 Split Status report example 3-127 Split Status report description 3-127 Split/Skill Report 3-130 Things to know about this report 3-130 Split/Skill report example 3-131 Split/Skill report description 3-131 Split/Skill by Location Report 3-134 Things to know about this report 3-134 Split/Skill by Location report example 3-134 Split/Skill by Location report description 3-135 Split/Skill Top Agent Status Report 3-136 Things to know about this report 3-136 Split/Skill Top Agent Status report example 3-136 Split/Skill Top Agent Status report description 3-137 Split/Skill Agent Status by Location Report 3-140 Things to know about this report 3-140 Split/Skill Agent Status by Location report example 3-141 Split/Skill Agent Status by Location report description 3-141 Trunk Group Report 3-144 Overview 3-144 Organization of this section 3-144 Trunk Group Report Selector Window and Input Fields 3-145 Trunk Group report selector window 3-145 Trunk Group report input fields 3-145 Trunk Group Report 3-146 Things to know about this report 3-146 Trunk Group report example 3-146 Trunk Group report description 3-146 VDN Reports 3-148 Overview 3-148 Organization of this section 3-148 General Information About VDN Reports 3-149 Organization of VDN reports 3-149
CentreVu® CMS R3V8 Upgrades and Migration xii VDN Report Selector Window and Input Fields 3-150 VDN report selector window 3-150 VDN report input fields 3-150 VDN Call Profile Report 3-152 Things to know about this report 3-152 Prerequisite System Administration 3-152 VDN Call Profile report example 3-153 VDN Call Profile report description 3-153 VDN Graphical Call Profile Report 3-156 Things to know about this report 3-156 VDN Graphical Call Profile report example 3-157 VDN Graphical Call Profile report description 3-157 VDN Skill Preference Report 3-159 Things to know about this report 3-159 VDN Skill Preference report example 3-159 VDN Skill Preference report description 3-160 VDN Report 3-161 Things to know about this report 3-161 VDN report example 3-161 VDN report description 3-162 Vector Report 3-164 Overview 3-164 Organization of this section 3-164 Vector Selector Window and Input Fields 3-165 Vector report selector window 3-165 Vector report input fields 3-165 Vector Report 3-166 Things to know about this report 3-166 Vector report example 3-166 Vector report description 3-166 Drill-Down Reports 3-168 Overview 3-168 Organization of this section 3-168 General Information About Drill-Down Reports 3-169 Drill-down report access 3-169 Location ID as a report field 3-169 Finding drill-down information 3-169 Drill-Down report types 3-169 Modifying drill-down reports 3-169 Drill-Down Top Agent Work State Report 3-170 Accessing the report 3-170 Report contents 3-170
CentreVu® CMS R3V8 Upgrades and Migration xiii Report use 3-170 Database items 3-170 Drill-down Top Agent Work State report example 3-171 Drill-down Top Agent Work State report description 3-172 Drill-Down Work State Report 3-174 Accessing the report 3-174 Report contents 3-174 Report Use 3-174 Database Items 3-174 Drill-down Work State report example 3-175 Drill-down Work State report description 3-176 ......................................................................................................................................................................................................................................................... 4 Historical Reports 4-1 Overview 4-1 Introduction 4-1 Organization of Historical Reports 4-1 Presentation 4-1 Diagram of historical reporting system 4-2 Presentation of report information 4-3 How long does CMS store data? 4-3 Agent Reports 4-4 Overview 4-4 Organization 4-4 General Information About Agent Reports 4-5 What an Agent report contains 4-5 Organization of Agent reports 4-5 Agent Report selector window 4-6 Agent Report Input Fields 4-7 Agent report input fields 4-7 Agent AUX Report 4-9 Things to know about this report 4-9 Agent AUX report example 4-9 Agent AUX report description 4-10 Agent Attendance Report 4-11 Things to know about this report 4-11 Agent Attendance report example 4-11 Agent Attendance report description 4-12 Agent Event Count Report 4-14 Things to know about this report 4-14 Agent Event Count report example 4-14 Agent Event Count report description 4-15 Agent Graphical Time Spent Daily Report 4-16
CentreVu® CMS R3V8 Upgrades and Migration xiv Things to know about this report 4-16 Agent Graphical Time Spent Daily report example 4-17 Agent Graphical Time Spent Daily report description 4-17 Agent Group Attendance Report 4-20 Things to know about this report 4-20 Agent Group Attendance report example 4-20 Agent Group Attendance report description 4-21 Agent Group AUX Report 4-23 Things to know about this report 4-23 Agent Group AUX report example 4-23 Agent Group AUX report description 4-24 Agent Group Summary Report 4-25 Things to know about this report 4-25 Agent Group Summary report example 4-25 Agent Group Summary report description 4-26 Agent Inbound/Outbound Report 4-29 Things to know about this report 4-29 Agent Inbound/Outbound report example 4-29 Agent Inbound/Outbound report description 4-30 Agent Login/Logout (Skill) Report 4-33 Things to know about this report 4-33 Agent Login/Logout (Skill) report example 4-34 Agent Login/Logout (Skill) report description 4-34 Agent Login/Logout (Split) Report 4-35 Things to know about this report 4-35 Agent Login/Logout (Split) report example 4-35 Agent Login/Logout (Split) report description 4-36 Agent Split/Skill Report 4-37 Things to know about this report 4-37 Agent Split/Skill report example 4-37 Agent Split/Skill report description 4-38 Agent Summary Report 4-40 Things to know about this report 4-40 Agent Summary report example 4-40 Agent Summary report description 4-40 Agent Trace by Location Report 4-44 Things to know about this report 4-44 Agent Trace by Location report example 4-44 Agent Trace by Location report description 4-44 Other Reports 4-47 Overview 4-47 Organization 4-47 General Information About Other Reports 4-48
CentreVu® CMS R3V8 Upgrades and Migration xv What an Other Report contains 4-48 Organization of Other reports 4-48 Other report selector window 4-48 Call Records Report 4-49 Things to know about this report 4-49 Call Records report input fields 4-50 Call Records report example 4-50 Call Records report description 4-51 Call Work Code Report 4-54 Things to know about this report 4-54 Prerequisite system administration 4-54 Call Work Code report input fields 4-55 Call Work Code report example 4-55 Call Work Code report description 4-56 Split/Skill Reports 4-57 Overview 4-57 Organization 4-57 General Information About Split/Skill Reports 4-58 What a Split/Skill Report contains 4-58 Organization of Split/Skill reports 4-58 Split/Skill report selector window 4-58 Split/Skill Report Input Fields 4-59 Split/Skill report input fields 4-59 Split/Skill Call Profile Report 4-61 Things to know about this report 4-61 Split/Skill Call Profile report example 4-61 Split/Skill Call Profile report description 4-62 Split/Skill Graphical ASA Report 4-64 Things to know about this report 4-64 Split/Skill Graphical ASA report example 4-65 Split/Skill Graphical ASA report description 4-65 Split/Skill Graphical Average Positions Staffed Report 4-66 Things to know about this report 4-66 Split/Skill Graphical Average Positions Staffed report example 4-67 Split/Skill Graphical Average Positions Staffed report description 4-67 Split/Skill Graphical ASA Daily Report 4-68 Things to know about this report 4-68 Split/Skill Graphical ASA Daily report example 4-69 Split/Skill Graphical ASA report description 4-69 Split/Skill Graphical Call Profile Report 4-70 Things to know about this report 4-70 Split/Skill Graphical Call Profile report example 4-71 Split/Skill Graphical Call Profile report description 4-71
CentreVu® CMS R3V8 Upgrades and Migration xvi Split/Skill Graphical Multi-ACD Service Level Report 4-73 Things to know about this report 4-73 Split/Skill Graphical Multi-ACD Service Level report input window 4-73 Split/Skill Graphical Multi-ACD Service Level report input fields 4-74 Split/Skill Graphical Multi-ACD Service Level report example 4-75 Split/Skill Graphical Multi-ACD Service Level report description 4-75 Split/Skill Graphical Service Level Report 4-76 Things to know about this report 4-76 Split/Skill Graphical Service Level report example 4-76 Split/Skill Graphical Service Level report description 4-77 Split/Skill Graphical Skill Overload Report 4-78 Things to know about this report 4-78 Split/Skill Graphical Skill Overload report example 4-78 Split/Skill Graphical Skill Overload report description 4-79 Split/Skill Graphical Time Spent Report 4-80 Things to know about this report 4-80 Split/Skill Graphical Time Spent report example 4-81 Split/Skill Graphical Skill Time Spent report description 4-81 Split/Skill Outbound Report 4-83 Things to know about this report 4-83 Split/Skill Outbound report example 4-83 Split/Skill Outbound Report Description 4-84 Split/Skill Report 4-86 Things to know about this report 4-86 Split/Skill report example 4-86 Split/Skill report description 4-87 Split/Skill by Location Report 4-90 Things to know about this report 4-90 Split/Skill by Location report example 4-90 Split/Skill report description 4-91 Split/Skill Summary Report 4-95 Things to know about this report 4-95 Split/Skill Summary report example 4-96 Split/Skill Summary report description 4-96 System Reports 4-101 Overview 4-101 Organization 4-101 General Information About System Reports 4-102 What a System report contains 4-102 Organization of System reports 4-102 System Report selector window 4-102 System Graphical Maximum Delay Report 4-103 Things to know about this report 4-103
CentreVu® CMS R3V8 Upgrades and Migration xvii Graphical Maximum Delay report input window 4-103 System report input fields 4-104 System Graphical Maximum Delay report example 4-105 System Graphical Maximum Delay report description 4-105 System Multi-ACD by Split/Skill Report 4-107 Things to know about this report 4-107 Multi-ACD by Split/Skill report input window 4-108 Multi-ACD by Split/Skill report input fields 4-109 System Multi-ACD by Split/Skill report example 4-110 System Multi-ACD by Split/Skill report description 4-110 System Multi-ACD Report 4-113 Things to know about this report 4-113 Multi-ACD report input window 4-113 Multi-ACD report input fields 4-114 System Multi-ACD report example 4-115 System Multi-ACD report description 4-115 System Report 4-118 Things to know about this report 4-118 System report input window 4-118 System report input fields 4-119 System report example 4-120 System report description 4-120 Trunk/Trunk Group Reports 4-124 Overview 4-124 Organization 4-124 General Information About Trunk/Trunk Group Reports 4-125 What a Trunk/Trunk Group report contains 4-125 Organization of Trunk/Trunk Group reports 4-125 Trunk/Trunk Group report selector window 4-125 Trunk/Trunk Group Report Input Fields 4-126 Trunk Group report input fields 4-126 Trunk/Trunk Group Busy Hour Report 4-128 Things to know about this report 4-128 Trunk/Trunk Group Busy Hour report example 4-129 Trunk/Trunk Group Busy Hour report description 4-129 Trunk Report 4-131 Things to know about this report 4-131 Trunk report example 4-132 Trunk report description 4-132 Trunk Group Report 4-134 Things to know about this report 4-134 Trunk Group report example 4-135 Trunk Group report description 4-135
CentreVu® CMS R3V8 Upgrades and Migration xviii Trunk Group Summary Report 4-137 Things to know about this report 4-137 Trunk Group Summary report example 4-138 Trunk Group Summary report description 4-138 VDN Reports 4-141 Overview 4-141 Organization 4-141 General Information About VDN Reports 4-142 What a VDN Report contains 4-142 Organization of VDN reports 4-142 VDN report selector window 4-143 VDN Report Input Fields 4-144 VDN report input fields 4-144 VDN Busy Hour Report 4-145 Things to know about this report 4-145 VDN Busy Hour report example 4-145 VDN Busy Hour report description 4-146 VDN Call Profile Report 4-147 Things to know about this report 4-147 Prerequisite system administration 4-147 VDN Call Profile report example 4-148 VDN Call Profile report description 4-148 VDN Graphical Busy/Abandon/Disconnect Comparison Report 4-151 Things to know about this report 4-151 VDN Graphical Busy/Abandon/Disconnect Comparison report example 4-152 VDN Graphical Call Profile report description 4-153 VDN Graphical Call Profile Report 4-154 Things to know about this report 4-154 VDN Graphical Call Profile report example 4-155 VDN Graphical Call Profile report description 4-155 VDN Graphical Service Level Report 4-158 Things to know about this report 4-158 VDN Graphical Service Level report example 4-159 VDN Graphical Service Level report description 4-159 VDN Multi-ACD Flow Report 4-161 Things to know about this report 4-161 VDN Multi-ACD Flow report example 4-161 VDN Multi-ACD Flow report description 4-162 VDN Report 4-164 Things to know about this report 4-164 VDN Report example 4-164 VDN Report description 4-165