Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Report Selector Window and Input Fields3-61
Refresh Every  Seconds Enter the number of seconds (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 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 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
Split/Skill Call Profile Report3-62
.........................................................................................................................................................................................................................................................Split/Skill Call Profile Report
OverviewThis report shows the wait times of incoming calls that are answered and 
abandoned in a split or skill during the current interval.
Things to know about
this reportHere are some things you need to know about this report:
•Calls are displayed in ten columns, with each column representing a 
progressively longer wait time (increment).
•The database items used for the Split/Skill Call Profile Report are 
stored in the csplit table.
•You must have administered service level and wait time increments 
for this report to be meaningful.
•This report uses the Split/Skill Report Input Window. Select a skill 
that you want to view on the report. See 
Split/Skill Report Selector 
Window and Input Fields (3-60) for more information.
Split/Skill Call Profile
report exampleThe following figure provides an example of a Split/Skill Call Profile 
report: 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Call Profile Report3-63
Split/Skill Call Profile
report descriptionThe following table describes the report fields:
Report Heading Description Database Item, Calculation, 
or 
Split/Skill The name or number of the split/skill selected 
for this report. syn(SPLIT) 
% Within Service 
LevelThe percentage of split/skill ACD calls that were 
answered by an agent within the predefined 
time. Calls offered to the split/skill include calls 
that were abandoned and calls that were not 
answered, but do not include direct agent calls. 
Calls that were not answered may include 
forced busy calls, forced disconnect calls, calls 
redirected to another destination, and calls 
queued to more than one split/skill and 
answered in another split/skill.100*(  ACCEPTABLE/  
CALLSOFFERED)  

Seconds  The size of each increment is measured in 
seconds. Each increment of seconds 
represents a progressively longer wait time 
segment during which calls may be answered 
or abandoned, and each increment can be a 
different length. These increments are defined 
in the Call Center Administration Split/Skill Call 
Profile Setup window. PERIOD1-9 
ACD Calls This is the number of calls that were sent to the 
split/skill that were answered by an agent within 
each increment. This includes outbound ACD 
calls placed by an adjunct (also called outbound 
predictive dialing), for the Generic 3 with ASAI 
only. For the Generic 3 switches it does not 
include direct agent calls. ACDCALLS1-10
Aban Calls The number of calls to the split/skill that were 
abandoned within each increment. If calls are 
queued to multiple splits/skills, only the first 
split/skill queued to records an abandon. This 
includes outbound ACD calls placed by an 
adjunct (also called outbound predictive 
dialing), for the Generic 3 with ASAI only. It 
does not include direct agent calls. ABNCALLS  
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Call Profile Report3-64
(Total) ACD Calls The total number of ACD calls that were sent to 
the split/skill that were answered by an agent in 
the split/skill. This includes outbound ACD calls 
placed by an adjunct (also called outbound 
predictive dialing), for the Generic 3 with ASAI 
only. For the Generic 3 switches, it does not 
include direct agent calls. ACDCALLS 
Avg Speed Ans The 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 ASAI only. ANSTIME/  ACDCALLS  

% Ans Calls The percentage of calls queued to the split/skill 
that were answered by an agent. Calls to the 
split/skill include abandoned calls and calls not 
answered. Calls not answered may include 
forced busy calls, forced disconnect calls, calls 
redirected to another destination, and calls 
queued to more than one split/skill and 
answered in another split/skill. For the Generic 
3 switches, it does not include direct agent 
calls.100*(  ACDCALLS/  
CALLSOFFERED)  
 
(Total) Aban Calls The total number of calls queued for each split/
skill that abandoned before an agent answered. 
This includes calls that abandon from ringing at 
a voice terminal. Direct agent calls are not 
included. For Generic 3 switches with ASAI, this 
includes outbound calls where the far end 
abandoned as well. ABNCALLS 
Avg Aban Time The average time calls waited in split/skill 
before hanging up. ABNTIME/  ABNCALLS  

% Aban Calls The percentage of queued calls to the split/skill 
that were abandoned before being answered by 
an agent. For the Generic 3 switch with the 
ASAI feature only, calls to the split/skill include 
outbound ACD calls placed by an adjunct 
(outbound predictive dialing). For the Generic 3 
switches, it does not include direct agent calls.100*(  ABNCALLS/  
CALLSOFFERED)  
 Report Heading Description Database Item, Calculation, 
or  
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Real-Time Graphical Active Agents Report3-65
.........................................................................................................................................................................................................................................................Real-Time Graphical Active Agents Report
OverviewThis report, which is available only for customers who have DEFINITY 
ECS R6 or later switches with EAS and have purchased 
CentreVu 
Advocate, displays how many agents of different types are active for a 
selected skill. 
If 
CentreVu Advocate is not activated, the fields of the report which 
pertain to 
CentreVu Advocate will not be populated. 
Things to know about
this reportHere are some things you need to know about this report:
•You can access this report from the Real-Time Split/Skill Category 
selector menu.
•Call center supervisors can use this report to see the number of Top, 
Flex, Reserve1, and Reserve2 agents staffed. The supervisor will 
also be able to see the number of each of those categories of 
agents who are active for the skill.
•This report consists of two charts, as well as individual data items 
and field labels.
•This report has a two-dimensional bar chart.
•The chart contains the following information:
– The title of the chart is “Top Agents Active,” and is centered 
above the bar chart.
– The x-axis contains the labels, “This Skill” and “Other Skills,” 
while the y-axis shows the number of agents.
•This report has a three-dimensional pie chart, 
•The pie chart contains the following information for the number of 
agents active for the specified skill:
– The title of the chart is “Active Agents for xxx,” where xxx is the 
specified skill, and is centered above the pie chart.
– The pie charts legend will be displayed by default, and shows 
Top, Flex, Reserve1, and Reserve2 agents.
– The number of agents for each category are displayed.
•The database items used in the Graphical Active Agents report are 
stored in the csplit table. 
•This report uses the Split/Skill Report Input Window. Select a skill 
that you want to view on the report. See 
Split/Skill Report Selector 
Window and Input Fields (3-60) for more information. 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Real-Time Graphical Active Agents Report3-66
Graphical Active Agents
report exampleThe following figure provides an example of a Graphical Active Agents 
report:
Graphical Active Agents
report descriptionThe following table describes the report fields:
Report Heading Description Database Item, Calculation, 
or 
Split/Skill The name or number of the split/skill selected 
for this report. syn(SPLIT) 
Top Agents 
Staffed:The current number of top agents that are 
staffed in SPLIT. Available with Generic 3 
switches with the EAS feature. However, “top” 
database items are significant only for Generic 3 
switches and the ECS with EAS. TSTAFFED = 
TAVAILABLE + TAGINRING  TSTAFFED 
Flex Agents 
Staffed: The number of agents who are staffing the skill, 
but are neither top or reserve agents. This field 
will contain backup agents if the 
CentreVu 
Advocate feature is not used, because the 
database item consists of agents whose roll in 
the skill is backup (regardless of the 
administration of 
CentreVu Advocate), 
allocation, or roving. Requires 
DEFINITY ECS 
R6 or later with 
CentreVu Advocate.  FSTAFFED  
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Real-Time Graphical Active Agents Report3-67
Skill State The current state of the skill, compared to the 
administered thresholds. Requires 
DEFINITY 
ECS R6 or later with 
CentreVu Advocate. syn(SKSTATE)  
Reserve1 Agents 
Staffed: The number of agents staffing this skill as 
reserve1. Requires 
DEFINITY ECS R6 or later 
with 
CentreVu Advocate.  R1STAFFED 
Reserve2 Agents 
Staffed: The number of agents staffing this skill as 
reserve2. Requires 
DEFINITY ECS R6 or later 
with 
CentreVu Advocate.  R2STAFFED  
—“”Top Agents 
Active chart—
“This Skill”The number of top agents logged into the skill, 
who are on inbound and outbound ACD calls, 
plus the number of top agents who are in ACW 
for ACD calls, plus the number of top agents 
who have ACD calls ringing and are not doing 
anything else.  TONACD + TINACW + 
TAGINRING  
—“”Top Agents 
Active chart— 
“Other Skills”The number of top agents that are doing other 
work. Agents are logged into multiple splits/skills 
other than this one (on an ACD call or in ACW, 
or ACD calls ringing). For Generic 3, while in 
Auto-in or Manual-in mode: the agent put any 
call on hold and has performed no further 
action; the agent is on a direct call or in ACW for 
a direct agent call; the agent is dialing to place a 
call or to activate a feature; an extension call or 
a direct agent ACD call is ringing with no other 
activity. For Generic 3 EAS with multiple call 
handling, agents are available for other, multiple 
call handling skills. Agent POSITIONS will show 
up in TOTHER 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. Available with Generic 3 
switches with the EAS feature. However, “top” 
database items are only significant for Generic 3 
switches and ECS with EAS. TOTHER includes 
TDA_INACW and TDA_ONACD.   TOTHER   Report Heading Description Database Item, Calculation, 
or  
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Real-Time Graphical Active Agents Report3-68
—Agents Active 
chart—Top Agents The number of top agents logged into the skill, 
who are on inbound and outbound ACD, plus 
the number of top agents who are in ACW for 
ACD calls, plus the number of top agents who 
have ACD calls ringing and are not doing 
anything else. TONACD + TINACW + 
TAGINRING  
—Agents Active 
chart—Flex 
Agents The number of flex agents on ACD calls, plus 
the number of flex agents in ACW, plus the 
number of flex agents with this skill that have an 
ACD call ringing.  FONACD + FINACW + 
FAGINRING  
—Agents Active 
chart—Reserve1 
Agents The number of reserve1 agents on ACD calls, 
plus the number of reserve1 agents in ACW, 
plus the number of reserve1 agents with this 
skill that have an ACD call ringing. R1ONACD + R1INACW + 
R1AGINRING  
—Agents Active 
chart—Reserve2 
Agents The number of reserve2 agents on ACD calls, 
plus the number of reserve2 agents in ACW, 
plus the number of reserve2 agents with this 
skill that have an ACD call ringing. R2ONACD + R2INACW + 
R2AGINRING   Report Heading Description Database Item, Calculation, 
or  
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Real-Time Graphical Allocated Agents Report3-69
.........................................................................................................................................................................................................................................................Real-Time Graphical Allocated Agents Report
OverviewThis report, which is available only for customers who have DEFINITY 
ECS R6 or later switches with Expert Agent Selection (EAS) and have 
purchased 
CentreVu Advocate, displays the number of active and staffed 
percent allocation agents who are staffing a selected skill. 
If 
CentreVu Advocate is not activated, the fields of the report which 
pertain to 
CentreVu Advocate will not be populated. 
Things to know about
this reportHere are some things you need to know about this report:
•You can access this report from the Real-Time Split/Skill Category 
selector menu.
•The Graphical Allocated Agents report will show the total number of 
active agents and full-time equivalent agents, for a selected skill. 
This report will also show the number of Standard, Reserve1, and 
Reserve2 agents staffed and the number of each of those 
categories of agents who are active for the skill.
•The Call Center manager or supervisor can use this report to 
determine how many agents are active from each agent pool and 
compare that to the number of total staffed agents.
•This report shows the following two-dimensional bar charts:
•The charts contain the following information:
– The chart on the left side of the report displays the agents 
active for the specified skill, and has a bar for the number of 
standard agents active, a bar for the number of reserve1 
agents active and a bar for the number of reserve 2 agents 
active. 
– The chart on the right side of the report displays staffed agents 
and has a bar each for the number of standard agents staffed, 
number of reserve1 agents staffed, and number of reserve2 
agents staffed.
•The database items used in the report are stored in the csplit 
table.
•This report uses the Split/Skill Report Input Window. Select a skill 
that you want to view on the report. See 
Split/Skill Report Selector 
Window and Input Fields (3-60) for more information. 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Real-Time Graphical Allocated Agents Report3-70
Graphical Allocated
Agents report exampleThe following figure provides an example of a Graphical Allocated Agents 
report: