Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

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VDN Skill Preference Report   4-168
Things to know about this report   4-168
VDN Skill Preference report example   4-168
VDN Skill Preference report description   4-169
Vector Report  4-172
Overview  4-172
Organization  4-172
General Information About the Vector Report  4-173
Organization of the Vector Report  4-173
Vector Report selector window  4-173
Vector Report Input Fields  4-174
Vector report input fields  4-174
Vector Report  4-175
Things to know about this report   4-175
Vector report example   4-175
Vector report description   4-176
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5  Integrated Reports 5-1
Overview  5-1
Introduction  5-1
Definition of integrated reports  5-1
How this chapter is organized  5-1
Diagram of integrated reporting system   5-1
Presentation of report information   5-1
Presentation of report information   5-2
Historical Data in Integrated Reports  5-2
Agent Reports   5-3
Overview  5-3
Organization of this section  5-3
General Information About Agent Reports  5-4
Organization of Agent reports   5-4
Agent Report Selector Window and Input Fields  5-5
Agent report selector window  5-5
Agent report input fields  5-6
Agent Graphical Information Report   5-7
Things to know about this report  5-7
DEFINITY ECS R5 and later information  5-8
Agent Graphical Information report example  5-8
Agent Graphical Information report description   5-8
Agent Information Report   5-13 
						

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Things to know about this report  5-13
Agent Information report example  5-14
Agent Information report description   5-14
Split/Skill Reports   5-17
Overview  5-17
General Information About Split/Skill Reports  5-18
Organization of this section  5-18
Organization of Split/Skill reports   5-18
Split/Skill Reports Selector Window and Input Fields  5-19
Split/Skill reports selector window  5-19
Split/Skill report input fields   5-19
Split/Skill Comparison Report   5-21
Things to know about this report  5-21
Split/Skill Comparison report example  5-21
Split/Skill Comparison report description   5-22
Graphical Skill Overload Report   5-24
Things to know about this report  5-24
Graphical Skill Overload report example  5-24
Graphical Skill Overload report description   5-25
Graphical Split/Skill View Report  5-26
Things to know about this report  5-26
Graphical Split/Skill View report example   5-26
Graphical Split/Skill View report description  5-27
VDN Report   5-30
Overview  5-30
Organization of this section  5-30
General Information About the VDN Report  5-31
VDN Report selector window  5-31
VDN Report input fields   5-32
VDN Graphical Call Handling Report   5-33
Things to know about this report  5-33
VDN Graphical Call Handling report example   5-34
VDN Graphical Call Handling report description   5-34
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Appendix A:Database Items and Calculations  A-1
Overview  A-1 
						

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GL Glossary GL-1
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IN Index IN-1 
						

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							  Preface CentreVu®  Supervisor Version 8 Reports
P-1
Preface
PurposeThis book describes the Call Center reports that are generated through the 
CentreVuÒ Supervisor software.
The book includes:
•A description of each CentreVuÒ Supervisor report
•An example of each CentreVuÒ Supervisor report
•Definitions of all report fields
•Tips for customizing specific CentreVuÒ Supervisor reports.
Reason for reissueThis document is being reissued to comply with 
CentreVuÒ Call Management 
System (CMS) Release 3 Version 8 (R3V8) and 
CentreVuÒ Supervisor 
Release 8 (R8).
Safety labelsThe following  icon signifies a caution, warning, or danger condition.
Intended-AudienceThe 
CentreVuÒ Supervisor Version 8 Reports (585-210-929) document is 
written for users who analyze the available reports and use them to efficiently 
run their call centers.
How to use this
documentThe following list describes the contents of each chapter and appendix in this 
document:
•Chapter 1, Introduction
•Chapter 2, Using  CentreVuÒ Supervisor reports
•Chapter 3, Real-time reports: show snapshots of call center activity 
throughout the day
•Chapter 4, Historical reports: compile call center information in 15-, 30-, 
or 60-minute intervals. The interval information is then converted into 
daily, weekly, and monthly summary data.
•Chapter 5, Integrated reports: compile call center information from a 
specified start time in the past 24 hours up to and including the current 
interval.
•Appendix A, Database items and calculations
Conventions usedThe following conventions are used throughout this document:
•A Book Title is italicized.
•An Informix table name is in monospaced type.
•A “Chapter Name” is always surrounded by quotes. 
						

							  Preface CentreVu®  Supervisor Version 8 Reports
P-2
•A File name is in monospaced type.
•A Subsystem Reference is always in initial capital letters.
•A Window Title is always in initial capital letters.
Related documentationThe following documents can help you use the CentreVu
Ò CMS software 
to its maximum capability. Those most closely related to this document 
are the Administration and Report Designer documents.
•CentreVuÒ Call Management System Release 3 Version 8 
Administration (585-210-910)
•CentreVuÒ Advocate User Guide (585-210-927)
•CentreVuÒ CMS R3V5 Custom Reports (585-215-822, Issue 2)
•CentreVuÒ CMS R3V8 External Call History Interface (585-210-912)
•CentreVuÒ CMS R3V8 Upgrades and Migrations (585-210-913)
•CentreVuÒ CMS R3V6 Sun Microsystems, Inc. SunÒ Sun 
Microsystems, Inc.Enterprise Ò Computers Hardware Installation 
and Setup (585-215-873, Issue 2)
•CentreVuÒ CMS R3V6 Sun Enterprise Computers Connectivity 
Diagram (585-215-877, Issue 2)
•CentreVuÒ Supervisor Version 8 Installation and Getting Started 
(585-210-928)
• Lucent Call Center Change Description (585-210-925)
•CentreVuÒ CMS R3V8 Database Items and Calculations  (585-210-
939)
•CentreVuÒ Report Designer Version 8 User Guide (585-210-930)
•CentreVuÒ CMS R3V8 Documentation CD-ROM (585-210-926)
Report examplesThe report examples included in this document were taken from test lab 
machines and are not intended to emulate real data. Report data will vary 
dependent on your individual site. 
						

							  Introduction CentreVu®  Supervisor Version 8 Reports
Overview1-1
1 Introduction
.........................................................................................................................................................................................................................................................Overview
PurposeThis chapter is written for any CentreVu Supervisor Release 8 user who 
accesses the Real-Time, Historical, and Integrated reports subsystems. It 
outlines how reporting works and the reports that are available.
About CentreVu
CMS and SupervisorCall Center reports are generated through the 
CentreVu Supervisor software.
The 
CentreVu Supervisor software monitors the operations of and collects 
data from the switch. This data is then organized into reports that help you 
manage Call Center facilities and personnel. These reports may be displayed 
in real time, printed immediately, stored in a file, or scheduled for printing at a 
later time.
The data tracked includes caller identification, service parameters, internal 
call transfers, outgoing calls, and agent sales. Real-time reports can be 
updated as often as every three seconds and summarized as often as every 
15 minutes. Historical reports are available in intervals of 15, 30, or 60 
minutes; daily; weekly; and monthly summaries. Integrated reports include 
data for a specified start time in the past 24 hours up to and including the 
moment the report is generated.
One 
CentreVu CMS can manage up to 10,000 agent/split/skill or agent/skill 
pairs in up to eight switches Automatic Call Directories (ACDs) at different 
locations. This permits you to add agents in new locations while maintaining 
centralized supervision to control costs.
You can use 
CentreVu reports to do the following:
•Determine how many agents are needed
•Manage call volume fluctuations
•Configure the software to make changes automatically and to meet 
unexpected demands
•Change agent skill assignments
•Move agents between skills and/or initiate agent audit trails.
•Change Vector Directory Numbers (VDNs) to vector associations.
“
About CentreVu CMS and Supervisor (1-1)“ lists the CentreVu Supervisor 
reports that are available. The remaining chapters of this document give you 
an overview and an example of each report. The reports you see depend on 
your switch type, permissions, and system performance. 
						

							  Introduction CentreVu®  Supervisor Version 8 Reports
Overview1-2
Table 1-1 CentreVu Reports
Report Name Real-Time Historical  Integrated
Agent Attendance•
Agent AUX •
Agent Event Count •
Agent Graphical Information •
Agent Graphical Time Spent •
Agent Group Attendance •
Agent Group AUX •
Agent Group Summary • 
Agent Group Report • 
Agent Inbound/Outbound •
Agent Information  •
Agent Login/Logout (Skill) •
Agent Login/Logout (Split) • 
Agent Split/Skill •
Agent Status by Location •
Agent Summary •
Agent Report •
Agent Trace by Location •
Busy Hour by Trunk Group •
Busy Hour by VDN • 
Call Record •
Call Work Code •
Event Count Summary •
Graphical Active Agents •
Graphical Allocated Agents •
Graphical AUX Reserve1 Agents •
Graphical AUX Reserve2 Agents •
Graphical Average Positions Staffed • 
						

							  Introduction CentreVu®  Supervisor Version 8 Reports
Overview1-3
Graphical Busy/Abandon/ Disconnect•
Graphical Maximum Delay •
Graphical Multi-ACD Service Level Daily •
Graphical Queue •
Graphical Split/Skill Call Profile •
Graphical Staffing Profile • 
Graphical VDN Call Profile  •
VDN Call Handling •
Graphical Skill Overload •
Graphical Split/Skill View •
Multi-ACD • •
Multi-ACD by Split/Skill •
Multi-ACD Call Flow by VDN •
Multi-ACD Top Agent •
Outbound Split/Skill •
Queue/Agent Status •
Queue/Top Agent Status •
Queue/Agent Summary •
Reserve1 AUX Agents •
Reserve2 AUX Agents •
Skill AUX Report •
Skill Status •
Skill Top Agent Report •
Split Status •
Split/Skill Report • •
Split/Skill Average Speed of Answer  •
Split/Skill by Location •
Split/Skill Call Profile • •
Split/Skill Comparison • Report Name Real-Time Historical  Integrated 
						

							  Introduction CentreVu®  Supervisor Version 8 Reports
Overview1-4
Split/Skill Graphical AUX Agents•
Split/Skill Graphical AUX Top Agents •
Split/Skill Graphical Call Profile • •
Split/Skill Graphical EWT •
Split/Skill Graphical Service Level •
Split/Skill Graphical Status •
Split/Skill Graphical Time Spent •
Split/Skill Graphical Top Skill Status •
Split/Skill Outbound •
Split/Skill Queue •
Split/Skill Service Level  •
Split/Skill Status •
Split/Skill Summary • 
System •
System Multi-ACD • 
System Multi-ACD by Split/Skill •
Top Agent Status •
Trunk •
Trunk Group • •
Graphical Split/Skill •
Trunk Group Summary • 
VDN Multi-ACD Flow •
VDN Report • •
VDN Call Profile • •
VDN Service Level • 
VDN Skill Preference • •
Vec t o r • •
Work State Report for Reserve1 Agents •
Work State Report for Reserve2 Agents • Report Name Real-Time Historical  Integrated