Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Top Skill Status Report3-101
Split/Skill Graphical Top
Skill Status 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) 
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 
Top Agents 
Staffed:The current number of top agents that are staffed 
in this skill. TSTAFFED 
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. This field will 
contain backup agents if the 
CentreVu Advocate 
feature is not used, since the database item 
consists of agents whose role in the skill is backup 
(applicable regardless of whether 
CentreVu 
Advocate is administered), allocation, or roving.  
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
AVAIL  The current number of agents that are available to 
receive ACD calls in this split/skill. AVAILABLE 
ACD  The total time during the collection interval that the 
agent was talking on ACD calls for the Split. sum()
ACW  The total time during the collection interval that the 
agent was in after call work (ACW). This includes 
ACW for split/skill ACD Calls and ACW not 
associated with the call. sum()
AUX  The total time during the collection interval that the 
agent was in the AUX work state in all splits/skills 
or in AUXINCALLS or AUXOUTCALLS. sum(TI_AUXTIME) 
						

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Split/Skill Graphical Top Skill Status Report3-102
RINGING The time during the collection interval that the 
agent had split/skill and direct agent ACD calls 
ringing. sum(I_RINGTIME)
OTHER  The time during the collection interval that the 
agent was doing other work in all split/skills. For 
Generic 3 switches, while in Auto-in or Man-in: the 
agent put any call on hold and performed no 
further action, the agent dialed to place a call or to 
activate a feature, or an extension call rang with 
no other activity. For all switches, TI_OTHERTIME 
is collected for the time period after the line to the 
switch comes up or after the agent logs in and 
before the CMS receives notification of the agents 
state from the switch.  The TI_ time is only stored 
for the split/skill logged into the longest. TI_ time 
needs to be summed across the split/skills the 
agents may log into, in case the logon order 
changes during the collection interval. sum(TI_OTHERTIME)
Agent Name The names (or agent IDs if the names have not 
been assigned in the Dictionary) of the top agents 
assigned to this skill and logged in.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 
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)
Skill  The name or number of the skill (up to 20 
characters) that is selected for this report. syn(SPLIT)  Report  Heading Description Database Item, Calculation, or 
 
						

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Split/Skill Graphical Top Skill Status Report3-103
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.syn(WORKSKLEVEL)
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). TINAUX1-9  Report  Heading Description Database Item, Calculation, or 
 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Reserve1 AUX Agents Report3-104
.........................................................................................................................................................................................................................................................Reserve1 AUX 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 the Reserve1 agents who are in AUX and the time in 
AUX, for a specified skill. When this report is accessed from the report 
menu, it displays as the Reserve1 AUX Agents Report. When it is 
accessed by drilling down from the AUX work state or Agent Location ID, 
it displays as the Reserve1 AUX Work State Report.  
When accessed as a drill-down report, this report will only contain 
Location ID if the report you drill-down from uses Location ID as an input.
Things to know about
this reportHere are some things you need to know about this report:
•You can access this report the following ways:
– From the Real-Time Split/Skill Category selector menu
– By drilling down to this report from the AUX work state of 
Reserve1 agents, or R1INAUX.
•Call center managers can use this report to see the Reserve1 
agents in each AUX work state, for a specified skill. For each agent, 
the manager will also be able to see information such as the length 
of time in the AUX work state.
•This report consists of a table and two data fields. The report table 
contains a row for each agent who is in the specified state for the 
specified skill.
•The report caption will read “Reserve1 AUX Work State Report—
xxx,” where xxx is the skill name string specified by the user.
•The database items used for the report are stored in the  csplit 
and cagent table.
•This report uses the Agent Information Input window. Select an 
agent that you want to view on the report. See 
Agent Report Input 
Windows (3-6). 
						

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Reserve1 AUX Agents Report3-105
Reserve1 AUX Agents
report exampleThe following figure provides an example of the Reserve1 AUX Agents 
report:
Reserve1 AUX Agents
report descriptionThe following table describes the report fields:
Field Definition Database Item, Calculation, or 

Skill The name or number of the skill (up to 20 
characters) that is selected for this report.syn(SPLIT)
Reserve1 
Agents in AUXThe number of reserve1 agents in AUX. Requires 
DEFINITY ECS R6 or later with CentreVu 
Advocate.R1INAUX
Agent Name The name of the agent. syn(LOGID) 
Login ID  The Login ID that was used to staff the 
EXTENSION. Agents in multiple splits/skills have 
one LOGID. LOGID 
						

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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
Role Agents service role for this SPLIT, as defined in 
the Dictionary. Requires 
DEFINITY ECS R6 or 
later with 
CentreVu Advocate. syn(ROLE) 
Active Split/Skill  Use WORKSKILL for the following call 
conditions:
•When an agent is on a skill or direct agent ACD 
call or in ACW (this is the skill associated with the 
call or ACW).
•When an agent is available, in AUX or in OTHER 
(this is null [blank]).  
•When an agent is on an AUXIN/AUXOUT call (this 
is OLDEST_LOGON skill).
•When an agent is on an AUXIN/AUXOUT call 
from the available state, while in AUX or with an 
AUXIN/AUXOUT call on hold (this is 
OLDEST_LOGON skill).
•When an agent is on an AUXOUT call with an 
ACD call on hold (this is the skill associated with 
the ACD call).
Note that WORKSKILL differs from WORKSPLIT 
only in the case that the agent is available. In this 
case, WORKSKILL will be blank and 
WORKSPLIT will contain one of the skills in 
which the agent is available. For releases with 
the EAS feature active, it is recommended to use 
WORKSKILL instead of WORKSPLIT in reports.
Requires a Generic 3 Version 2 or later switch 
with the EAS feature.syn(WORKSKILL) Field Definition Database Item, Calculation, or 
 
						

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Reserve1 AUX Agents Report3-107
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)
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 Field Definition Database Item, Calculation, or 
 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Reserve2 AUX Agents Report3-108
.........................................................................................................................................................................................................................................................Reserve2 AUX 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 the Reserve2 agents who are in AUX and the time in 
AUX, for a specified skill. When this report is accessed from the report 
menu, it displays as the Reserve2 AUX Agents Report. When it is 
accessed by drilling down from the AUX work state or Agent Location ID, 
it displays as the Reserve2 AUX Work State Report.  
When accessed as a drill-down report, this report will only contain 
Location ID if the report you drill-down from uses Location ID as an input.
Things to know about
this reportHere are some things you need to know about this report:
•You can access this report the following ways:
•
– From the Real-Time Split/Skill Category selector menu
– By drilling down to this report from the AUX work state of 
Reserve2 agents, or R2INAUX.
•Call center managers can use this report to see the Reserve2 
agents in each AUX work state, for a specified skill. For each agent, 
the manager will also be able to see information such as the length 
of time in the AUX work state.
•This report consists of a table and two data fields. The report table 
contains a row for each agent who is in the specified state for the 
specified skill.
•The report caption will read “Reserve2 AUX Work State Report—
xxx,” where xxx is the skill name string specified by the user.
•The database items used for the report are stored in the  csplit 
and cagent table.
•This report uses the Agent Information Input window. Select an 
agent that you want to view on the report. See 
Agent Report Input 
Windows (3-6). 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Reserve2 AUX Agents Report3-109
Reserve2 AUX Agents
report exampleThe following figure provides an example of the Reserve2 AUX Agents 
report:
Reserve2 AUX Agents
report descriptionThe following table describes the report fields:
Field Definition Database Item, Calculation, or 

Skill The name or number of the skill (up to 20 
characters) that is selected for this report.syn(SPLIT)
Reserve2 
Agents in AUXThe number of reserve2 agents in AUX. Requires 
DEFINITY ECS R6 or later with CentreVu 
Advocate.R2INAUX
Agent Name The name of the agent. syn(LOGID) 
Login ID  The Login ID that was used to staff the 
EXTENSION. Agents in multiple splits/skills have 
one LOGID. LOGID 
						

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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
Role Agents service role for this SPLIT, as defined in 
the Dictionary. Requires 
DEFINITY ECS R6 or 
later with 
CentreVu Advocate. syn(ROLE) 
Active Split/Skill  Use WORKSKILL for the following call 
conditions:
•When an agent is on a skill or direct agent ACD 
call or in ACW (this is the skill associated with the 
call or ACW).
•When an agent is available, in AUX or in OTHER 
(this is null [blank]).  
•When an agent is on an AUXIN/AUXOUT call (this 
is OLDEST_LOGON skill).
•When an agent is on an AUXIN/AUXOUT call 
from the available state, while in AUX or with an 
AUXIN/AUXOUT call on hold (this is 
OLDEST_LOGON skill).
•When an agent is on an AUXOUT call with an 
ACD call on hold (this is the skill associated with 
the ACD call).
Note that WORKSKILL differs from WORKSPLIT 
only in the case that the agent is available. In this 
case, WORKSKILL will be blank and 
WORKSPLIT will contain one of the skills in 
which the agent is available. For releases with 
the EAS feature active, it is recommended to use 
WORKSKILL instead of WORKSPLIT in reports.
Requires a Generic 3 Version 2 or later switch 
with the EAS feature.syn(WORKSKILL) Field Definition Database Item, Calculation, or