Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Staffing Profile Report3-91
.........................................................................................................................................................................................................................................................Split/Skill Graphical Staffing Profile Report
OverviewThis report is available only for customers who have DEFINITY ECS R6 
or later switches with EAS and have purchased 
CentreVu Advocate. It 
shows how many of what type of agents are staffing a specified skill as 
Active, in Other, or in AUX.
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 how many agents 
are active, in Other or in auxiliary work (AUX). This report will also 
show the supervisor what type of agents are in those fields.
•This report has four charts.
•The charts contain the following information:
– The upper left quadrant chart shows Top agents staffed, active, 
in AUX, and in Other for the specified skill.
– The upper right quadrant chart shows Flex agents staffed, 
active, in AUX, and in Other for the specified skill.
– The lower right quadrant chart shows Reserve2 agents staffed, 
active, in AUX, and in Other for the specified skill.
– The lower left quadrant chart shows Reserve1 agents staffed, 
active, in AUX, and in Other for the specified skill.
•The database items used for this 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 input 
fields (3-60) for more information.
•You may change the report in Report Designer to display information 
on agents who are available (AVAIL). 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Staffing Profile Report3-92
Split/Skill Graphical
Staffing Profile report
exampleThe following figure is an example of a Graphical Staffing Profile report:
Split/Skill Graphical
Staffing Profile report
descriptionThe following table describes the report fields:
Report Heading Description Database Item, Calculation, or 

Split/Skill The name or number of the splits/skills 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  
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Staffing Profile Report3-93
Top Agents 
(AUX)The number of top agents logged into the skill 
who are in the AUX work mode. This includes 
agents on AUXIN/AUXOUT calls. Available on 
Generic 3 switches with the EAS feature for top 
skills. However, “top” database items are only 
significant for Generic 3 switches and the ECS 
with EAS. TINAUX includes TINAUX0, TINAUX1-
9, TONACDAUXOUT, TONAUXIN, and 
TONAUXOUT. TINAUX 
Top Agents 
(Other)The number of top agents that are doing other 
work. Agents are logged into multiple skills and 
doing work for a skill other than this one (on an 
ACD call or in after call work [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 agent 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 the ECS with EAS. TOTHER 
includes TDA_INACW and TDA_ONACD. TOTHER 
Top Agents 
(Active)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 + 
TA G I N R I N G
Flex Agents 
(AUX)The number of flex agents in AUX. Requires 
DEFINITY ECS R6 or later with CentreVu 
Advocate.  FINAUX  Report Heading Description Database Item, Calculation, or 
 
						

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Split/Skill Graphical Staffing Profile Report3-94
Flex Agents 
(Other) The number of flex agents in the OTHER state. 
Requires 
DEFINITY ECS R6 or later with 
CentreVu Advocate.  FOTHER 
Flex Agents 
(Active)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 + 
FA G IN R IN G
Reserve1 
Agents (AUX)The number of reserve1 agents in AUX. Requires 
DEFINITY ECS R6 or later with CentreVu 
Advocate.  R1INAUX 
Reserve1 
Agents (Other) The number of reserve 1 agents in the OTHER 
state. Requires 
DEFINITY ECS R6 or later with 
CentreVu Advocate. R1OTHER 
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
Reserve2 
Agents (AUX)The number of reserve2 agents in AUX. Requires 
DEFINITY ECS R6 or later with CentreVu 
Advocate.  R2INAUX 
Reserve2 
Agents (Other) The number of reserve2 agents in the OTHER 
state. Requires 
DEFINITY ECS R6 or later with 
CentreVu Advocate. R2OTHER 
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 Report Heading Description Database Item, Calculation, or 
 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Status Report3-95
.........................................................................................................................................................................................................................................................Split/Skill Graphical Status Report
OverviewThis report shows the status of the agent, the amount of time in an agent 
state, and the split/skill statistics for individual agents.
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.
•From this report, you can drill down to the Real-Time or Integrated 
Agent Information, Work State, and Graphical AUX Agent (for 
DEFINITY ECS with EAS) reports.
•The chart type can be changed. See Chapter 2: Using Reports in 
this document for more information.
•The database items used for the report are stored in the  csplit, 
hsplit, and cagent tables.
•This report is available in both graphical and tabular formats.
•The table on the left side of the report lists the staffed (logged in) 
agents in the split/skill you specify, the state (workmode) each agent 
is currently in, the amount of time the agent has been in the current 
state, and the split/skill that the agent is in currently. If the Split/Skill 
column is empty, the agent is not currently on a call. The split/skill 
selected for the report is displayed above the table.
•By default, agent names are sorted alphabetically. If there are more 
staffed agents than can be displayed, a scroll bar appears on the 
right side of the table. To the left of each agent name (or login id, if 
names are not assigned) is an icon representing the agents state.
•The three-dimensional pie chart in the upper-right quadrant shows 
the number of agents in each agent state (Avail, ACD, AUX, ACW, 
Ring, Other) for the selected split/skill. The number of agents in 
each agent state is displayed on the corresponding piece of pie. A 
legend is displayed to the right of the chart.
•The fields in the lower-right quadrant of the report display real-time 
split/skill information.
•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 Status Report3-96
Split/Skill Graphical
Status report exampleThe following figure provides an example of a Split/Skill Graphical Status 
report:
Split/Skill Graphical
Status report descriptionThe following table describes the report fields:
Report 
HeadingDescription Database Item, Calculation, or 

Split/Skill: The name or number of the split(s)/skill(s) selected 
for this report. syn(SPLIT) 
Level  The skill level associated with the agents current 
WORKSKILL, when WORKSKILL, is not null. 
Requires a Generic 3 Version 2 or later switch with 
the EAS feature. For 
CentreVu Advocate, in the 
cagent table, WORKSKLEVEL contains either a 
skill level (1-16) for a normal skill, or a reserve level 
(1 or 2) for a reserve skill. This WORKSKLEVEL 
applies to WORKSKILL.syn(WORKSKLEVEL)
Agents 
Staffed:The total number of agents that are logged into 
each split/skill. STAFFED 
Skill State Current state of this skill, compared to the 
administered thresholds. Requires ECS R6 or later 
with 
CentreVu Advocate. syn(  SKSTATE)  
						

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Split/Skill Graphical Status Report3-97
Agent Name The name(s) of the agent(s) assigned to this split/
skill and logged in (or their login IDs if names have 
not been assigned to them in Dictionary).syn(LOGID)
State  The current work mode (state) the agent is in 
(AVAIL, ACD, ACW, AUX, DACD, DACW, 
RINGING, UNKNOWN, OTHER, UNSTAFF) and 
the call direction (blank, IN, or OUT).syn(  WORKMODE) and  
syn(DIRECTION) 
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 
Split/Skill The split associated with the call or the ACW state 
when an agent is either on a split or direct agent 
ACD call, or in the ACW state. If an agent puts an 
ACD call on hold and makes an AUX call, this is the 
split of the ACD call on hold. For AUXIN calls and 
AUXOUT calls made without an ACD call on hold, 
this is the split the agent has been logged into the 
longest. When the agent is available, all of the splits 
the agent is available in are listed.WORKSPLIT, WORKSPLIT2...4 
(Generic 3 Version 2 and later 
Generic 3 switches only)
% Within 
Service Level:The 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)  

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 
switches. INQUEUE+ INRING Report 
HeadingDescription Database Item, Calculation, or 
 
						

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Split/Skill Graphical Status Report3-98
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 
Avg Speed 
Ans:The average time calls waited in queue or 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 

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 with ASAI only. ACDCALLS 
Avg ACD 
Time:The average talk time (does not include hold time) 
is calculated for all ACD calls to this split/skill. This 
does not include 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 with ASAI only. ACDTIME /  ACDCALLS
 
Aban Calls: The total number of queued calls for each split/skill 
that were 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 an 
agent answered (for the Generic 3 with the ASAI 
feature only). ABNCALLS 
Avg Aban 
Time:The average time calls waited before hanging up.  ABNTIME /  ABNCALLS 
< AVG_ABANDON_TIME>  Report 
HeadingDescription Database Item, Calculation, or 
 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Top Skill Status Report3-99
.........................................................................................................................................................................................................................................................Split/Skill Graphical Top Skill Status Report
OverviewThis report, available only with EAS, contains a table of top agents and 
their work state, a pie chart showing the composite top agent status, and 
a pie chart showing the composite reason codes for top agents who are 
in AUX.
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 table on the left bottom half of the report contains a row for each 
staffed agent for whom this skill is their top skill. The row shows an 
icon representing agent state, the agent names as defined in the 
Dictionary, the agent state for this skill, time in current state, and a 
reason code (as defined in the Dictionary) for the AUX work state. 
The Reason column is blank except for those agents who are in 
AUX work. This table also contains the skill in which the agent is 
active. This field is blank if the agent is in AVAIL, AUX, or OTHER 
work modes.
•Call center supervisors can use this report for skill level distribution 
and to keep agents on ACD calls. In addition, this report shows what 
is happening with agents who are taking calls for this skill. This 
report is available for Generic 3 switch with EAS.
•From this report, you can drill down to the Real-Time and Integrated 
Agent Information, Top Agents Work State, and Graphical Top AUX 
Agent reports.
•Even though a skill may be staffed by many agents, it is likely that 
only those for whom this is their top skill will be available to answer 
calls to this skill.
•The database items used for the 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.
The two dimensional pie chart contains data only for the 
DEFINITY ECS 
with EAS. The two dimensional pie chart contains the following 
information:  
•The composite status of top agents for the skill who are in AUX for 
each reason code.
•A legend displays the synonyms for reason codes that have been 
defined in the Dictionary. The legend is sorted in ascending order by 
reason code number, with the customer- defined synonym for 
reason code 0 at the bottom. 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Top Skill Status Report3-100
The three-dimensional pie chart contains the following information:
•The composite status of top agents for the skill in each of the work 
states.
•A legend in which a different color corresponds to each of the work 
states.
•Above the chart is the Top Agents in AUX heading.
Split/Skill Graphical Top
Skill Status report
exampleThe following figure provides an example of the Split/Skill Graphical Top 
Skill Status report: