Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
VDN Report Selector Window and Input Fields3-151
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. Field Definition 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
VDN Call Profile Report3-152
.........................................................................................................................................................................................................................................................VDN Call Profile Report
OverviewThis report, which is available only for customers who have the Vectoring 
feature, displays the numbers of answered/connected and abandoned 
calls to the specified VDN within the administered service level 
increments. It also displays the percentage of calls answered or 
connected within the acceptable service level.
In order to run this report the Vectoring feature must be enabled.
Things to know about
this reportHere are some things you need to know about this report:
•Calls are displayed in ten separate columns, with each column 
representing a progressively longer wait time for the call. For 
example, the first field shows calls that were answered in less than 
or equal to PERIOD1 seconds, the second field shows calls that 
were answered in less than or equal to PERIOD2 seconds, but 
greater than PERIOD1 seconds, and so on.
•You can only run this report if the Vectoring feature has been 
purchase and authorized for you to use.
•The database items used for the VDN Call Profile report are stored 
in the cvdn table.
•This report uses the VDN Report Input Window. Select a VDN that 
you want to view on the report. See 
VDN report input fields (3-150) for 
more information.
Prerequisite System
AdministrationYou must first define your acceptable service level and service level 
increments for this VDN in the VDN Call Profile Setup window. If you do 
not define your service level and increments, zero (0) is used for all 
increments (therefore, all calls appear in the first increment).
Reference
For more information, see the Call Center Administration chapter of the 
CentreVu Call Management System Release 3 Version 8 Administration 
585-210-910
 document. 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
VDN Call Profile Report3-153
VDN Call Profile report
exampleThe following figure provides an example of a VDN Call Profile report:
VDN Call Profile report
descriptionThis table describes the report fields:
Report Heading Description Database Item, Calculation, or 

VDN (Shows 
data only if you 
have purchased 
the Vectoring 
feature.)The number or name of the VDN for which the 
report shows data (selected in the report input 
window). VDN
% Within Service 
LevelPercentage of calls to the VDN that were 
answered/connected within the service level (as 
specified in the VDN Call Profile Setup window). 
Calls to the VDN may result in ACD calls, direct 
agent calls, and non-ACD calls.100 * (  ACCEPTABLE /  
INCALLS) 

Seconds The size of each service level 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 VDN 
Call Profile Setup window. PERIOD1-9 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
VDN Call Profile Report3-154
ACD + Conn 
Calls:Number of calls to the VDN that were answered 
by an agent or connected to a non-ACD 
destination within each of the service level 
increments. this includes direct agent calls. With 
Generic 3 switches, connected means calls that 
are answered at a non-ACD destination. ANSCONNCALLS1-10
Aban Calls: Number of calls to the VDN that were abandoned 
within each of the service level increments. This 
includes direct agent calls and calls that were 
abandoned while queued to a split/skill or while 
ringing a voice terminal. For Generic 3 switches, 
this includes all VDN calls abandoned. For 
Generic 3 with the ASAI feature switches, this 
also includes the number of outbound calls for 
each split/skill that abandoned before an agent 
answered at the far end. ABNCALLS1-10
ACD + Conn 
Calls (total):Total number of calls to the VDN (including direct 
agent calls) that were answered by an agent or 
were connected to a non-ACD destination. With 
Generic 3 switches, connected means calls that 
are answered at a non-ACD destination.   ACDCALLS +  
CONNECTCALLS 
Avg Speed of 
Ans + Conn:The average time, in minutes and seconds, that 
calls to the VDN completed during this interval 
waited before being answered by an agent or 
connected (to a non-ACD destination). This 
includes direct agent calls (Generic 3 only), non- 
ACD calls, and calls answered by AUDIX and 
Message Center agents, but only includes calls 
that were processed by the VDN. This includes 
ringing time for all calls.(  ANSTIME +  CONNECTTIME) 
/ (  ACDCALLS +  
CONNECTCALLS) 
% Ans + Conn: Percentage of calls (which may includes direct 
agent calls) to the VDN completed during this 
interval that were answered or connected within 
the administered service level increments. This 
includes direct agent calls. With Generic 3 
switches, connected means calls that are 
answered at a non-ACD destination. 100*((  ACDCALLS +  
CONNECTCALLS) /  INCALLS Report Heading Description Database Item, Calculation, or 
 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
VDN Call Profile Report3-155
Aban Calls 
(total):Total number of calls to the VDN that were 
abandoned. This includes direct agent calls and 
calls that were abandoned while queued to a 
split/skill or while ringing a voice terminal. ABNCALLS 
Avg Aban Time: The average time calls waited in VDN before 
hanging up. ABNTIME /  ABNCALLS  

% Aban: Percentage of calls to the VDN that were 
abandoned.100*(  ABNCALLS /  INCALLS)  Report Heading Description Database Item, Calculation, or 
 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
VDN Graphical Call Profile Report3-156
.........................................................................................................................................................................................................................................................VDN Graphical Call Profile Report
OverviewThis report shows how calls to the VDN you specify are being handled 
compared to your call centers predefined acceptable service level. Call 
center supervisors can use this report to look at VDN calls answered 
within the acceptable service level and service interval answer and 
abandons.
This report is available on switches with the Call Vectoring feature.
Things to know about
this reportHere are some things to know about this report:
•You can access this report from the Real-Time VDN Category 
selector menu.
•This report contains two charts, a three-dimensional pie chart and a 
stacked area graph. A legend is located to the right of each chart.
The three-dimensional pie chart contains the percentage of ACD 
calls answered within the predefined acceptable service level and 
the percentage of ACD calls answered outside this level. The VDN 
selected for the report and the predefined acceptable service level 
are displayed above this chart.
The stacked area graph contains the following information: 
•The number of ACD calls answered and abandoned within each 
service interval.
•The x-axis represents each of the defined service intervals in 
seconds, and the y-axis represents the number of ACD calls 
answered/abandoned within each of the defined service levels.
•The number displayed for each service interval is the upper limit of 
the interval. For example, if the first two intervals are 5 and 10, 
the first data point on the graph shows the number of calls 
answered/abandoned within 0-5 seconds, and the second data point 
shows the number of calls answered/abandoned within 6-10 
seconds.
•The chart type can be changed. See Chapter 2: Using Reports in 
this document for more information.
•The database items used for the VDN Graphical Call Profile report 
are stored in the cvdn table.
•This report uses the VDN Report Input Window. Select a VDN that 
you want to view on the report. See 
VDN report input fields (3-150) for 
more information. 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
VDN Graphical Call Profile Report3-157
VDN Graphical Call
Profile report exampleThe following figure provides an example of the VDN Graphical Call 
Profile Report:
VDN Graphical Call
Profile report descriptionThe following table describes the report fields:
Report Heading Description Database Item, Calculation, or 

VDN: (Shows 
data only if you 
have purchased 
the vectoring 
feature.)The number or name of the VDN for which the 
report shows data. VDN or syn(VDN) 
% Within Service 
LevelPercentage of calls to the VDN that were 
answered/connected within the service level (as 
specified in the VDN Call Profile Setup window). 
Calls to the VDN may result in ACD, direct agent 
calls, and non-ACD calls. 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
VDN Graphical Call Profile Report3-158
% Outside 
Service LevelPercentage of VDN ACD calls that were not 
answered by an agent within the predefined 
acceptable service level. 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 
VDN and answered in another VDN.< 
Service Interval - 
SecondsThe size of each service level increment is 
measured in seconds. Each increment of 
seconds represents a progressively longer wait 
time segments 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 VDN 
Call Profile Setup window. PERIOD1-9 
ACD + Conn 
Calls:The number of calls to the VDN that were 
answered by an agent or connected to a non- 
ACD destination within each of the service level 
increments. Calls in each increment are 
represented by color-coded area (see legend). ANSCONNCALLS1-10
Seconds:  Shows the current setting for the Acceptable 
Service Level, in seconds, as defined on the Call 
Center Administration: VDN Call Profile Setup 
window) SERVICELEVEL
Aban Calls: The number of calls to the VDN that were 
abandoned within each of the service level 
increments. This includes direct agent calls and 
calls that were abandoned while queued to a 
split/skill or while ringing a voice terminal. For all 
Generic 3 switches, this is all VDN calls 
abandoned. For Generic 3 with the ASAI feature 
switches, this also includes the number of 
outbound calls for each split/skill that abandoned 
before an agent answered at the far end. ABNCALLS1-10 Report Heading Description Database Item, Calculation, or 
 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
VDN Skill Preference Report3-159
.........................................................................................................................................................................................................................................................VDN Skill Preference Report
OverviewThis report, which is only available for customers who have the Vectoring 
and EAS features, displays information about call handling for the VDN 
as a whole and lists the number of calls handled by each of the VDN skill 
preferences.
In order to run this report, the Vectoring and EAS features must be 
enabled.
Things to know about
this reportHere are some things you need to know about this report:
•This report is only available if the Vectoring and EAS features have 
been purchased and authorized for you to use.
•This report displays data on the handling of calls to the VDNs by 
VDN skill preference.
•If a specific skill in the vector is also administered as a VDN skill 
preference for the associated VDN, data for that skill preference 
shows in this report.
•The database items used for the VDN Skill Preference report are 
stored in the cvdn table.
•This report uses the VDN Report Input Window. Select a VDN that 
you want to view on the report. See 
VDN report input fields (3-150) for 
more information.
VDN Skill Preference
report exampleThe following figure provides an example of the real-time VDN Skill 
Preference report: 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
VDN Skill Preference Report3-160
VDN Skill Preference
report descriptionThe following table describes the report fields:
Report Heading Description Database Item, Calculation, or 

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. VDN
Inbound Calls Number of calls offered to the VDN since the start 
of the interval and that completed during the 
interval. INCALLS 
ACD Calls The number of split/skill and direct agent ACD 
calls to the VDN completed during the reporting 
period that were answered by an agent. This 
includes calls from queue to main, check 
backup, messaging split/skill, route to split/
skill, and adjunct routing to split/skill or direct 
agent. ACDCALLS 
Avg Speed Ans The average speed of the answer for split/skill 
and direct agent ACD calls to the VDN that were 
completed during the reporting period. ANSTIME /  ACDCALLS  

Avg ACD Time The average talk time (not including hold time) for 
all ACD calls (which may included direct agent 
calls) completed during this interval that were 
processed by the VDN. ACDTIME /  ACDCALLS  

Avg ACW Time Average time agents spent in after call work 
associated with ACD calls to this VDN that were 
completed during this interval. (This does not 
include after call work time not associated with 
ACD calls. ACWTIME/  ACDCALLS  

Aban Calls Number of calls to the VDN during this interval 
that hung up during this interval. ABNCALLS 
Avg Aban Time The average time calls waited (in VDN) before 
hanging up. ABNTIME /  ABNCALLS  

(1st., 2nd., 3rd.) 
Skill ACD CallsNumber of completed ACD calls to the VDN 
answered by agents in each of the three VDN 
skill preferences. SKILLCALLS1  SKILLCALLS2  
SKILLCALLS3