Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Real-Time Graphical Allocated Agents Report3-71
Graphical Allocated
Agents report
descriptionThe following table describes the report fields:
Report  Heading Description Database Item, Calculation, or 

Skill:  The name or number of the split/skill selected for 
this report. syn(SPLIT) 
Skill State The current state of the skill, compared to the 
administered thresholds. Requires 
DEFINITY 
ECS R6 or later with 
CentreVu Advocate. syn(SKSTATE)  
Total Agents 
Active: The current number of POSITIONS that are on 
inbound and outbound ACD calls; plus the 
current number of POSITIONS that are in after 
call work (ACW), including agents on ACWIN/
ACWOUT calls as well as agents in ACW not 
associated with an ACD call; plus the current 
number of POSITIONS at which skill or direct 
agent calls are ringing.    ONACD + INACW + AGRING
Full Time 
Equivalent Agents 
Staffed:  
CentreVu Advocate full-time equivalent number 
of agents staffed for this skill. Full Time 
Equivalent Agents Staffed = TOT_PERCENTS / 
100. FTE_AGENTS
Standard Agents 
(active) The current number of POSITIONS that are on 
inbound and outbound ACD calls; plus the 
current number of POSITIONS that are in ACW, 
including agents on ACWIN/ACWOUT calls as 
well as agents in ACW not associated with an 
ACD call. This also includes the current number 
of POSITIONS at which skill or direct agent calls 
are ringing, minus the reserve1 agents (active); 
or 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. This field is minus the 
reserve2 agents (active); or 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.  (ONACD + INACW + 
AGINRING) - (R1ONACD + 
R1INACW + R1AGINRING) - 
(R2ONACD + R2INACW + 
R2AGINRING)  
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Real-Time Graphical Allocated Agents Report3-72
Standard Agents 
(staffed) The current number of POSITIONS that are 
staffed (logged in), minus the number of agents 
staffing this skill as reserve1, minus the number 
of agents staffing this skill as reserve2. STAFFED - R1STAFFED - 
R2STAFFED 
Reserve1 Agents 
(active) 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)  
Reserve1 Agents 
Staffed: The number of agents staffing this skill as 
reserve1. Requires 
DEFINITY ECS R6 or later 
with 
CentreVu Advocate.  R1STAFFED 
Reserve2 Agents 
(active) 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)  
Reserve2 Agents 
Staffed: The number of agents staffing this skill as 
reserve2. Requires 
DEFINITY ECS R6 or later 
with 
CentreVu Advocate.  R2STAFFED   Report  Heading Description Database Item, Calculation, or 
 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical AUX Agents Report3-73
.........................................................................................................................................................................................................................................................Split/Skill Graphical AUX Agents Report
This report, which is available only with the DEFINITY ECS release, 
shows all agents with this skill who are in AUX, the reason, and the time 
in AUX.
Things to know about
this reportHere are some things to know about this report:
You can access this report in the following ways:
•From the Real-Time Split/Skill Category selector menu.
•By drilling down from the AUX work state fields on other reports to 
this report (only available with 
DEFINITY ECS). All other switch/EAS 
configuration drills down to the Work State Report.
Report formatsThis report shows the following two-dimensional pie chart information for 
the number of agents in AUX for each reason code for that skill:
•The pie charts legend shows the synonym for each reason code 
and its corresponding color of the pie.
•The legend is sorted in ascending order by the reason code number, 
with the customer-defined synonym for reason code 0 at the bottom.
•The number of agents are shown inside each slice of the pie.
This report includes the following table information: 
•A row for each agent currently in the AUX work state for that skill.
•The agents name, login ID, reason code, and the time in AUX since 
the agent entered AUX for that reason code.
•You can specify how you want to sort the agents name, login ID, 
reason code, and time.
•You can use the scroll bar to see additional agents who are in the 
AUX state.
•Call center supervisors can use this report to see which staffed 
agents are unavailable to take calls, and for what reason. The 
supervisor can also see how long each agent has been unavailable 
for each of the reason codes. This will help show the supervisor who 
can be pulled to answer calls if call volumes increase, and will also 
help to identify agents who are taking too long for breaks, lunch, etc.
•From this report, you can drill-down to the Agent Information report 
from the Agent Name field.
•The chart type can be changed. See Chapter 2: Using Reports in 
this document for more information.
•The database items used for the Split/Skill Graphical AUX Agents 
Report are stored in the csplit and cagent tables.
•This report uses the Split/Skill Report Input Window. Select a skill 
that you want to view on the report. See 
Split/skill report input 
fields (3-60) for more information. 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical AUX Agents Report3-74
This report shows the following two-dimensional pie chart information for 
the number of agents in AUX for each reason code for that skill:
•The pie charts legend shows the synonym for each reason code 
and its corresponding color of the pie.
•The legend is sorted in ascending order by the reason code, with the 
customer-defined synonym for reason code 0 at the bottom.
•The number of agents are shown inside each slice of the pie.
Split/Skill Graphical AUX
Agents report exampleThe following figure provides an example of a Split/Skill Graphical AUX 
Agents report:
Split/Skill Graphical AUX
Agents report
descriptionThe following table describes the report fields:
Report Heading Description Database Item, Calculation, 
or 
Skill:  The name or number of the skill (up to 20 
characters) that is selected for this report.syn(  SPLIT)  
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical AUX Agents Report3-75
Agents in AUX: The current number of agent positions that are in 
AUX mode for this skill or on AUX-IN/AUX- OUT 
calls. INAUX
Reason Code 0 The current number of positions that are in auxiliary 
work with reason code zero (0) for this skill or on 
AUXIN/AUXOUT calls. Reason code 0 is for 
system AUX work when reason codes are active ( 
DEFINITY ECS with EAS and later). INAUX0 
Reason Code 
1-9The current number of positions that are in auxiliary 
work with each of the reason codes 1-9 for this skill 
or on AUXIN/AUXOUT calls.
 (
DEFINITY ECS and later). INAUX1-9 
Agent Name The names (or agent IDs if the names have not 
been assigned in Dictionary) of the agents assigned 
to this split/skill and logged in.syn(LOGID)
Login ID The login identification of the agent.  LOGID
Location ID The location ID(s) associated with the agent. This ID 
is not associated with the agent personally, but 
rather with the terminal the agent is logged into. It is 
also associated with a port network location ID on 
DEFINITY. If the Agent Site Tracking feature is not 
available on your system, the field will not display 
meaningful data. LOC_ID
AUX Reason For the 
DEFINITY ECS, this is the reason 
associated with the auxiliary work state (on a break, 
in a meeting, and so on) of this agent. This field is 
blank if the agent is not in the AUX work state.syn(AUXREASON)
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  Report Heading Description Database Item, Calculation, 
or  
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical AUX Top Agents Report3-76
.........................................................................................................................................................................................................................................................Split/Skill Graphical AUX Top Agents Report
OverviewThis report, which is available only with the DEFINITY ECS release, 
shows top agents with this skill who are in AUX, the reason, and the time 
in AUX.
Things to know about
this reportHere are some things to know about this report:
•Call center supervisors can use this report to see which top agents 
are unavailable to take calls, and for what reason. The supervisor 
will also be able to see how long each top agent has been 
unavailable for each of the reason codes. This will help the 
supervisor figure out who could be pulled in to answer calls if call 
volumes increase, and will also help to identify top agents who are 
taking too long for breaks, lunch, etc.
•Top agents are agents for whom this measured skill is their highest 
priority. The skill level 1 is the highest priority and 16 is the lowest.
•The chart type can be changed. See Chapter 2: Using Reports in 
this document for more information.
•The database items used for the Split/Skill Graphical AUX Top 
Agents Report are stored in the csplit and cagent tables.
•This report uses the Split/Skill Report Input Window. Select a skill 
that you want to view on the report. See 
Split/skill report input 
fields (3-60)  for more information.
You can access this report in the following ways:
•From the Real-Time Split/Skill Category selector menu
•By drilling down from the AUX or Top Agent AUX (csplit.TINAUX) 
work states on other top agent reports to this top agent report. This 
occurs only with 
DEFINITY ECS with EAS; otherwise, you drill down 
to the Work State report.
This report includes the following table information:
•A row for each top agent that is currently in the AUX work state for 
that skill.
•The top agents name, login ID, reason code, and the time in AUX 
since the agent entered AUX for that reason code.
•You can specify how you want to sort the agents name, login ID, 
reason code, and time.
•You can use the scroll bar to see additional top agents that are in the 
AUX state.
This report shows the following 2-D pie chart information for the number 
of agents in AUX for each reason code for that skill:
•The pie charts legend shows the synonym for each reason code 
and its corresponding color of the pie. 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical AUX Top Agents Report3-77
•The number of agents are shown inside each slice of the pie.
•The legend is sorted in ascending order by reason code number, 
with the customer-defined synonym for reason code 0 at the bottom.
Split/Skill Graphical AUX
Top Agents report
exampleThe following figure provides an example of a Split/Skill Graphical AUX 
Top Agents report:
Split/Skill Graphical AUX
Top Agents report
descriptionThe following table describes the report fields:
Report Heading Description Database Item, Calculation, or 

Skill:  The name or number of the skill (up to 20 
characters) that is selected for this report.syn(  SPLIT)  
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical AUX Top Agents Report3-78
Top Agents in 
AUX:The number of top agents logged into the skill 
who are in the AUX work mode. This includes 
agents on AUXIN/AUXOUT calls. INAUX
Reason Code 0 The current number of positions that are in 
auxiliary work with reason code zero (0) for this 
skill or on AUXIN/AUXOUT calls. Reason code 
0 is for system AUX work when reason codes 
are active ( 
DEFINITY ECS with EAS and later). NAUX0 
Reason Code 1-9 The current number of positions that are in 
auxiliary work with each of the reason codes 1-9 
for this skill or on AUXIN/AUXOUT calls ( 
DEFINITY ECS and later). INAUX1-9 
Agent Name The names (or agent IDs if the names have not 
been assigned in Dictionary) of the agents 
assigned to this skill and logged in.syn(LOGID)
Login ID The login identification of the agent.  LOGID
Location ID The location ID(s) associated with the agent. 
This ID is not associated with the agent 
personally, but rather with the terminal the agent 
is logged into. It is also associated with a port 
network location ID on 
DEFINITY. If the Agent 
Site Tracking feature is not available on your 
system, the field will not display meaningful data. LOC_ID
AUX Reason For the 
DEFINITY ECS, this is the reason code 
associated with the auxiliary work state (on a 
break, in a meeting, and so on) of this agent. 
This field is blank if the agent is not in the AUX 
state.syn(AUXREASON)
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  Report  Heading Description Database Item, Calculation, or 
 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Call Profile Report3-79
.........................................................................................................................................................................................................................................................Split/Skill Graphical Call Profile Report
OverviewThis report shows how well the split or skill you specify is performing 
compared to your call centers predefined acceptable service level.
Things to know about
this reportHere are some things to know about this report:
•You can access this report from the Real-Time Split/Skill Category 
selector menu.
•The split/skill selected for the report and the predefined acceptable 
service level are displayed above the top graph. Legends appear to 
the right of each chart.
•On the bottom graph, the horizontal axis represents the service 
interval in seconds, and the vertical axis represents the number of 
ACD calls answered/abandoned within the acceptable service level.
•The number displayed for each service interval is the upper limit of 
the interval. For example, if the first two intervals are 3 and 5, the 
first data point on the graph indicates the number of calls answered/ 
abandoned within 0-3 seconds, and the second data point indicates 
the number of calls answered/abandoned within 4-5 seconds.
•The chart type can be changed. See Chapter 2: Using Reports in 
this document for more information.
•The database items used for this report are stored in the   
csplittable.
•This report uses the Split/Skill Report Input Window. Select a skill 
that you want to view on the report. See 
Split/skill report input 
fields (3-60) for more information.
This report has two charts:
•The top chart, a three-dimensional pie chart, shows the percentage 
of ACD calls answered within the predefined Acceptable Service 
Level and the percentage of ACD calls answered outside this level.
•The bottom chart, a stacked area graph, shows the number of ACD 
calls answered and abandoned within each service interval. 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Call Profile Report3-80
Split/Skill Graphical Call
Profile report exampleThe following figure provides an example of a Split/Skill Graphical Call 
Profile report:
Split/Skill Graphical 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) 
Secs:  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