Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Agent Status by Location Report3-141
Split/Skill Agent Status
by Location report
exampleThe following figure provides an example of the Split/Skill Agent Status 
by Location report:
Split/Skill Agent Status
by Location report
descriptionThe following table describes the report fields for the time period covered 
by the report.
Report 
HeadingDescription Database Item, 
Calculation, or 

Split/Skill The name or number of the split/skill that is selected for 
this report. You can make these selections in the report 
input window. syn(SPLIT) 
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
Agents in 
ACW The total number of agents currently in ACW for this 
skill. select count(*) where split = 
$input and LOC_ID = $input 
and WORKMODE = ACW 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Agent Status by Location Report3-142
Agents on 
ACD CallsThe total agents currently on ACD calls in this skill.  select count(*) where split = 
$input and LOC_ID = $input 
and WORKMODE = ACD
Agents in AUX The total agents currently in AUX work in this skill.  select count(*) where split = 
$input and LOC_ID = $input 
and WORKMODE = AUX
Agents in 
OtherThe total number of agents doing other work in this skill.
For all switches other time is accumulated when:
•An agent first logs into the switch. CentreVu CMS tracks 
the agent time as other time until the switch notifies 
CentreVu  CMS of the agents state
•The link between CMS and the switch becomes 
operational. The switch notifies CMS of all agents who 
are logged in. CMS assumes these agents are in the 
other state until the switch sends it notification of each 
agents current state.
 select count(*) where split = 
$input and LOC_ID = $input 
and WORKMODE = 
OTHER
Agents in 
Other (Contd.)For Generic 3 switches, other time is accumulated 
when agents in Auto-In or Manual-In:
•Put any call on hold while not doing any other activity
•Dialed to place a call or to activate a feature
•Had a personal call ringing with no other activity
•Were available for other, multiple call handling skills, but 
not for this skill
•Were logged into multiple splits/skills and were doing 
work for a split/skill other than this split/skill (on an ACD 
call or in call-related ACW).
 select count(*) where split = 
$input and LOC_ID = $input 
and WORKMODE = 
OTHER
Agents Staffed The total number of agents currently staffed for this 
skill. select count(*) where split = 
$input and LOC_ID = $input
Agents Avail The total number of agents currently available in this 
split/skill select count(*) where split = 
$input and LOC_ID = $input 
and WORKMODE = AVAIL
Agents 
RingingThe total number of agents in this skill with calls 
currently ringing. select count(*) where split = 
$input and LOC_ID = $input 
and WORKMODE = RING
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
Extn The agents terminal extension number.  EXTENSION  Report 
HeadingDescription Database Item, 
Calculation, or 
 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Agent Status by Location Report3-143
Role  The Agents service role for this SKILL, based on call 
handling preference and skill level. ROLE
Percent The Agents percent allocation for this SPLIT. Requires 
DEFINITY ECS R6 with CentreVu Advocate. PERCENT 
AUX Reason  The reason the agent is in AUX on this skill. AUXREASON 
State  The agents state on this skill; for example, in AUX, in 
ACW, in OTHER.AWORKMODE, 
WORKSKILL  
Direction  The agents direction on this skill, IN or OUT. DIRECTION 
Split/Skill The name or number of the split/skill that is selected for 
this report. You can make these selections in the report 
input window. syn(SPLIT) 
Level The agents skill level on this skill, 1–16, r1 or r2. 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 fromAUX to 
AUXOUT to AUX, AGTIME continues without resetting.AGTIME  Report 
HeadingDescription Database Item, 
Calculation, or 
 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Trunk Group Report3-144
Trunk Group Report
.........................................................................................................................................................................................................................................................Overview
PurposeThe Trunk Group Report gives you the current status of each trunk in a 
selected trunk group.
Organization of this
sectionThis section contains the following topics:
•Trunk Group Report Selector Window and Input Fields (3-145)
•Trunk Group Report (3-146). 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Trunk Group Report Selector Window and Input Fields3-145
.........................................................................................................................................................................................................................................................Trunk Group Report Selector Window and Input Fields
OverviewThe trunk/trunk group selector window is where you specify which trunks 
or trunk groups will appear in the report
Trunk Group report
selector windowThis figure is an example of the Trunk Group Report selector window:
Trunk Group report input
fieldsThe following table describes the input fields on real-time Trunk Group 
report input windows. The report input window must be filled in to run the 
report:
Field Definition
Trunk group: Enter the trunk group name or number that you want to view in this 
report. Any name(s) that you want to appear on the report must have 
been previously defined and entered in the Dictionary subsystem.
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. 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Trunk Group Report3-146
.........................................................................................................................................................................................................................................................Trunk Group Report
OverviewThe Trunk Group report displays the current status of each trunk in a 
selected trunk group. This information is useful in identifying overused or 
underused facilities and in general troubleshooting.
Things to know about
this reportHere are some things you need to know about this report:
•The database items used for the Trunk Group report are stored in 
the ctkgrp table.
•This report uses the Trunk Group input window. See Trunk Group 
report input fields (3-145) for more information.
Trunk Group report
exampleThe following figure provides an example of a Trunk Group report:
Trunk Group report
descriptionThe following table describes the report fields:
Report Heading Description Database Item, Calculation, or 

Trunk Group 
NameThe trunk group name or number for which the 
report was requested.syn(TKGRP)
Trunk  The trunk equipment location assigned to this 
trunk.EQLOC
State The current state of the trunk (IDLE, CONN, 
QUEUED, SEIZED, MBUSY, HOLD, UNKNOWN, 
DABN, FBUSY, FDISC, RING).TKSTATE 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Trunk Group Report3-147
Direction The direction in which the trunk is carrying the 
current call (in or out).DIRECTION
Time The time that the trunk has spent in the current 
state. DURATION
Agent Name The name of the agent handling the current call 
on the trunk.syn(LOGID)
Extn The extension number that is associated with the 
current call on the trunk.EXTENSION
Split/Skill The split/skill number that is associated with the 
current call on the trunk.SPLIT
VDN Name 
(Shows data 
only if you have 
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 call in progress. If a 
name has been assigned to the VDN in the 
Dictionary, the name displays instead of the 
number.VDN Report Heading Description Database Item, Calculation, or 
 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
VDN Reports3-148
VDN Reports
.........................................................................................................................................................................................................................................................Overview
PurposeThe VDN reports give you the following specific information about VDNs:
•The wait times of incoming calls answered/connected and 
abandoned for a VDN during the current interval.
•How calls to the specified VDN are being handled.
•The number of calls handled by each of the VDN skill preferences 
and information about call handling.
•The current overall status of the VDNs you select.
Organization of this
sectionThis section contains the following topics:
•General Information About Split/Skill Reports (3-59)
•VDN Report Selector Window and Input Fields (3-150)
•VDN Call Profile Report (3-152)
•VDN Graphical Call Profile Report (3-156)
•VDN Skill Preference Report (3-159)
•VDN Report (3-161). 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
General Information About VDN Reports3-149
.........................................................................................................................................................................................................................................................General Information About VDN Reports
Organization of VDN
reportsThe following list shows how the VDN reports are organized in CentreVu 
Supervisor:
•Call Profile
•Graphical Call Profile
•Skill Preference
•Report. 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
VDN Report Selector Window and Input Fields3-150
.........................................................................................................................................................................................................................................................VDN Report Selector Window and Input Fields
OverviewThe VDN report selector window and the VDN report input window are 
used to run the VDN reports described in this section.
VDN report selector
windowThe following figure is an example of the VDN Report Selector window. 
The reports are explained in the same order as listed in the window: 
VDN report input fieldsThe reports in this section use the VDN Reports Input Window. Specific 
input information is included with the reports. The report input window 
must be filled in to run the report. The following table describes the input 
fields on real-time VDN report input windows:
Field Definition
VDN: Fill in the VDN(s) names(s) or number(s) for which you want to run 
the report. You can enter a VDN name only if the name has been 
defined in the Dictionary.
Refresh Every  seconds: Enter the number of seconds (3 to 600) to specify how frequently 
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.