Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Report3-131
Split/Skill report exampleThe following figure provides an example of the Split/Skill report:
Split/Skill report
descriptionThe following table describes the report fields:
Report 
HeadingDescription Database Item, Calculation, or 

Splits/Skills The name or number of the split(s)/(skill(s) 
selected for the 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 
Calls Waiting The number of split or skill ACD calls waiting to be 
answered. This includes calls that are in queue 
and ringing at an agent voice terminal. It does not 
include direct agent calls for the Generic 3 switch. INQUEUE+  INRING
Oldest Call 
WaitingThe 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  
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Report3-132
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 
DEFINITY 
ECS 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 talk time on 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 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). ABNCALLS1-10 
Avg Aban Time The average time a caller waited (in split/skill) 
before hanging up. ABNTIME /  ABNCALLS  

Agents Avail The current number of agents that are available to 
receive ACD calls in each split/skill. AVAILABLE 
Agents Ringing The current number of agents that are available 
and have ACD calls (including direct agent calls) 
ringing at their voice terminal but have not yet 
answered. If the agent places a call or answers an 
extension call, the agent is shown in the AUX work 
state, rather than in the ringing state. AGINRING 
Agents on ACD 
CallsThe total number of agents that are connected to 
inbound and outbound ACD calls in each split/skill. 
This does not include agents on direct agent calls. ONACD Report 
HeadingDescription Database Item, Calculation, or 
 
						

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Split/Skill Report3-133
Agents in ACW  The number of agents who are in the after call 
work state for each split/skill. This includes agents 
on ACWIN or ACWOUT calls and agents in ACW 
not associated with an ACD call. INACW
Agents in Other The current number of agent positions that are 
doing other work.
For the Generic 3 switches with EAS, the agent did 
one of the following activities while in the Auto-in or 
Manual-In state: 
•The agent put any call on hold and 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.
•The agent has a ringing personal call, with no other 
activity.
For the Generic 3 switches without EAS, agents 
are logged into multiple splits and doing work for a 
split other than this one.
Agent positions show up as OTHER 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. OTHER
Agents in AUX The current number of agents who are in the AUX 
work mode for all splits/skills including agents who 
are handling AUXIN or AUXOUT calls. INAUX
Agents Staffed The total number of agents that are logged into 
each split/skill. STAFFED  Report 
HeadingDescription Database Item, Calculation, or 
 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill by Location Report3-134
.........................................................................................................................................................................................................................................................Split/Skill by Location Report
OverviewThe Split/Skill by Location report supports the Agent Site Tracking feature 
introduced with R3V8 CMS and R8 Supervisor. This report tracks agents 
by their split/skill location ID. 
The Split/Skill by Location report displays real-time agent call-handling 
information on a single split or skill. It allows the supervisor to evaluate 
the workload and call-handling performance on the split/skill, and to 
determine agent reassignment. 
Things to know about
this reportHere are some things you need to know about this report:
•This report displays information on a single split/skill. Select the 
split/skill location ID through the input window.
•This report shows the agents logged into a single split/skill.  
•The database items used for the Report are stored in the  cagent 
table.
•This report is in table format.
•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.
Split/Skill by Location
report exampleThe following figure provides an example of the Split/Skill by Location 
report: 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill by Location Report3-135
Split/Skill by Location
report descriptionThe following table describes the report fields:
Report Heading Description Database Item, Calculation, or 

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
Agent Name The names or login IDs of the agents that logged 
into the split/skill selected in the report input 
window. syn(LOGID) 
Login ID The login ID of the agent.  LOGID 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Top Agent Status Report3-136
.........................................................................................................................................................................................................................................................Split/Skill Top Agent Status Report
OverviewThis report is the same as the Skill Status Report, except that it only 
shows status for agents for whom the selected skill is the top skill.
Things to know about
this reportHere are some things you need to know about this report:
•This report shows information for agents with this skill as top skill 
only.
•Top Agents are agents for whom the skill is their highest-level skill. 
If agents have more than one skill at the highest level, then the first 
one administered is the top skill.
•The EWT value is updated whenever a call queues to the skill. If no 
call has queued for 2 minutes, CMS will request the switch to send 
the current EWT values for the skill.
•You must have a Generic 3 switch with the EAS feature.
•The database items used for the Split/Skill Top Agent Status 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.
Split/Skill Top Agent
Status report exampleThe following figure provides an example of the Split/Skill Top Agent 
Status report: 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Top Agent Status Report3-137
Split/Skill Top Agent
Status report descriptionThe following table describes the report fields:
Report Heading Description Database Item, Calculation, or 

Skill: The name or number of the skill 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 
Calls Waiting The number of skill ACD calls waiting to be 
answered. This includes calls that are in queue 
and ringing at an agent voice terminal. It also 
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.INQUEUE+INRING
Oldest Call 
WaitingThe 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
Expected Wait 
Time (Pri): Top:This heading contains EWT for the skill at top 
priority. EWT is the wait time for the skill when a 
call is queued to the split/skill at top priority. EWT 
measures only the time it takes to deliver the call 
to an agent. It does not include ringing time. If 
CentreVu CMS is connected to a switch previous 
to the Generic 3 Version 4 switch or if vectoring is 
not activated, the EWT headings and columns 
are displayed, but the fields are blank. Exception 
thresholds for EWT can be set from the 
Exception command. EWTTOP 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Top Agent Status Report3-138
Expected Wait 
Time (Pri): High:This heading contains EWT for the skill at high 
priority. EWT is the wait time for the skill when a 
call is queued to the split/skill at high priority. 
EWT measures only the time it takes to deliver 
the call to an agent. It does not include ringing 
time. If 
CentreVu CMS is connected to a switch 
previous to the Generic 3 Version 4 switch or if 
vectoring is not activated, the EWT headings and 
columns are displayed, but the fields are blank. 
Exception thresholds for EWT can be set from 
the Exception command EWTHIGH
Expected Wait 
Time(Pri): 
Medium:This heading contains EWT for the skill at 
medium priority. EWT is the wait time for the skill 
when a call is queued to the split/skill at medium 
priority. EWT measures only the time it takes to 
deliver the call to an agent. It does not include 
ringing time. If 
CentreVu CMS is connected to a 
switch previous to the Generic 3 Version 4 switch 
or if vectoring is not activated, the EWT headings 
and columns are displayed, but the fields are 
blank. Exception thresholds for EWT can be set 
from the Exception command EWTMEDIUM
Expected Wait 
Time (Pri): Low:This heading contains EWT for the skill at low 
priority. EWT is the wait time for the skill when a 
call is queued to the split/skill at low priority. EWT 
measures only the time it takes to deliver the call 
to an agent. It does not include ringing time. If 
CentreVu CMS is connected to a switch previous 
to the Generic 3 Version 4 switch or if vectoring is 
not activated, the EWT headings and columns 
are displayed. Exception thresholds for EWT can 
be set from the Exception command, but the 
fields are blank. EWTLOW
Agent Name The name(s) of the top 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)
Login ID The login identification of the agent. LOGID Report Heading Description Database Item, Calculation, or 
 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Top Agent Status Report3-139
AUX Reason The reason associated with the auxiliary work 
state of this agent (for example, lunch, break, 
meeting, or training). This field is blank if the 
agent is not in the AUX state.syn(AUXREASON)
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)
Skill/Level When an agent is on a skill call, a direct agent 
call, or in ACW mode, this is the skill associated 
with the call or the ACW, and the level associated 
with the skill.
WORKSKILL is the OLDEST_LOGON:
•When an agent is on an AUXIN/AUXOUT call 
from the available state, while in AUX, or with an 
AUXIN/AUXOUT call on hold
•When an agent is on an AUXIN call with an ACD 
call on hold.
•When an agent is on an AUXOUT call with an 
ACD call on hold, this is the skill associated with 
the ACD call.
•When an agent is available, in AUX, or in OTHER, 
this is blank.
WORKSKLEVEL is the skill level (ranging from 1 
to 16) or the reserve level (R1 or R2) associated 
with WORKSKILL.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
VDN Name 
(Shows data 
only if you have 
purchased the 
Vectoring 
feature.)The number or name of the VDN for which the 
report shows data. The Vector Directory Number 
is associated with the ACD in progress. If a name 
has been assigned to the VDN in the Dictionary, 
the name displays instead of the number.syn(VDN) Report Heading Description Database Item, Calculation, or 
 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Agent Status by Location Report3-140
.........................................................................................................................................................................................................................................................Split/Skill Agent Status by Location Report
OverviewThis report shows the agent status on a selected skill, by location ID. This 
report supports the agent site tracking feature, and this feature must be 
enabled to view meaningful data on the report
Things to know about
this reportHere are some things you need to know about this report:
•This report shows information for agents in this skill by their terminal 
location ID.
•This report includes information on agent roles, skill state, agent 
extensions, location IDs, and skill level or percent allocation per 
agent.
•You must have a Generic 3 switch with the EAS feature.
•The database items used for the Split/Skill Top Agent Status Report 
are stored in the cagent tables.
•This report uses the Split/Skill Report Input Window. Select a skill 
that you want to view on the report and a location ID to sort by. See 
Split/skill report input fields (3-60) for more information.