Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Drill-Down Top Agent Work State Report3-171
Drill-down Top Agent
Work State report
exampleThe following figure provides an example of the Top Agent Work State 
report: 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Drill-Down Top Agent Work State Report3-172
Drill-down Top Agent
Work State 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 
Agent state The current work mode for this agent. Values 
include Avail, ACD, ACW, AUX, DACD, DACW, 
RINGING, UNKNOWN, OTHER, AND 
UNSTAFF.AWORKMODE + DIRECTION
Agent Name The name (or agent IDs if the names have not 
been assigned in the Dictionary) of the agents 
assigned to this split/skill and logged in.syn(LOGID)
Login ID The login identification of the agents. LOGID
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 ECS R6 or later with 
CentreVu Advocate. syn(ROLE) 
						

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Drill-Down Top Agent Work State Report3-173
Active Skill This skill is active when the agent is:
•On a split/skill, on a direct agent ACD call, or in 
ACW. This is the split/skill associated with the call 
or ACW.
•Available, in AUX or in OTHER state. This is null 
(blank).
•On an AUXIN/AUXOUT call. This is the 
OLDEST_LOGIN split/skill.
•On an AUXIN/AUXOUT call from the available 
state, while in AUX or with an AUXIN/AUXOUT 
call from the available state, while in AUX or with 
an AUXIN/AUXOUT call on hold. This is the 
OLDEST_LOGON split/skill.
•On an AUXIN call with an ACD call on hold. This 
is the OLDEST_LOGON split/skill.
•On an AUXOUT call with an ACD call on hold. 
This is the split/skill associated with the ACD call.
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 split/skills in which the agent is 
available.syn(WORKSKILL)
Level The skill level (1-16, R1or R2) associated with 
the SKILL.syn(LEVEL)
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 Heading Description Database Item, Calculation, or 
 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Drill-Down Work State Report3-174
.........................................................................................................................................................................................................................................................Drill-Down Work State Report
OverviewThis report shows all of the agents who are in the specified work state 
and the time in state.
This report is available on all switches.
Accessing the reportYou can only access this report by drilling down from work states (AVAIL, 
ACD, ACW, AUX, RINGING, and OTHER) or Location ID on other Real-
Time reports (for example, from the Real-Time Graphical Status report).
This report will only contain Location ID if the report you drilled down from 
uses Location ID as an input.
From this report, you can drill down to Real-Time or Integrated Agent 
Information reports.
Report contentsThis report contains:
•A table with a row for each top agent currently in the selected work 
state.
•Agent name, login ID, time in state, split/skill, and the skill level and 
role for the skill in which the agent is active in each row of the table.
•The user will be able to specify sort by agent name, login ID, time in 
state, split/skill, and skill level.
•The user will be able to specify a primary and a secondary sort key.
By default, the table will be sorted by split/skill for the primary sort, then 
by time in state (in descending order) for the secondary sort.
Report UseWhen you drill down to this report from another report, this report shows 
all of the agents in that work state for that split or skill only.
 Call Center Supervisors can use this report to look at all agents in a 
particular work state, and to see how long an agent has been in this work 
state, the split/skill for which they are occupied, the skill level assigned to 
the agent for this skill, and the role the agent has in this skill.
You cannot customize this report.
Database ItemsThe database items used for this report are stored in the csplit and 
cagent tables. 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Drill-Down Work State Report3-175
Drill-down Work State
report exampleThe following figure provides an example of the Work State report: 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Drill-Down Work State Report3-176
Drill-down Work State
report descriptionThe following table describes the report fields:
Report Heading Description Database Item, Calculation, or 

Split/Skill The name or number of the skill 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 
Agent state The current work mode for this agent. Values 
include AVAIL, ACD, ACW, AUX, DACD, DACW, 
RINGING, UNKNOWN, OTHER, AND UNSTAFF.AWORKMODE + DIRECTION
Agent Name The name (or agent IDs if the names have not 
been assigned in the Dictionary) of the agents 
assigned to this split/skill and logged in.syn(LOGID)
Login ID The login identification of the agents. LOGID
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 ECS R6 or later with 
CentreVu Advocate. syn(ROLE) 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Drill-Down Work State Report3-177
Active Split/Skill This skill is active when the agent is:
•On a split/skill, on a direct agent ACD call, or in 
ACW. This is the split/skill associated with the call 
or ACW.
•Available, in AUX or in OTHER state. This is null 
(blank).
•On an AUXIN/AUXOUT call from the available 
state, while in AUX or with an AUXIN/AUXOUT 
call on hold. This is the OLDEST_LOGIN split/
skill.
•On an AUXIN call with an ACD call on hold. This 
is the split/skill associated with the ACD call.
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 split/skills in which the agent is 
available.syn(WORKSKILL)
Level The skill level (1-16, R1or R2) associated with 
the SKILL.syn(LEVEL)
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 fro AUX to AUXOUT to AUX, 
AGTIME continues without resetting.AGTIME Report Heading Description Database Item, Calculation, or 
 
						

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Drill-Down Work State Report3-178 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Overview4-1
4 Historical Reports
.........................................................................................................................................................................................................................................................Overview
PurposeThis chapter is written for supervisors who use CentreVu Supervisor 
historical reports to effectively run the call center. Historical reports can be 
displayed on your PC, printed, stored to a file, copied to a clipboard, run as a 
script, or exported to HTML format through the Save as HTML feature.
IntroductionThis chapter gives you the information you need to understand every 
historical report available.
Historical reports display, report, and summarize the past performance of any 
measured subset of the ACD. Historical reports display past data for various 
agent, split/skill, trunk/trunk groups, VDN, and vector activities, such as 
number of ACD calls, abandoned calls, average talk time, and average 
speed of answer.
The information in historical reports will give you a sound basis for decisions 
concerning the following:
•Mix of trunk facilities
•Split or skill size
•Agent assignments
•Consistent and objective performance standards
•Performance evaluations.
The Expert Agent Selection (EAS), Vectoring, and Graphics reports are also 
included in this chapter. If you do not have the Expert Agent Selection 
feature, Vectoring feature, or Graphics package, those report items do not 
appear on your menu. The reports you see depend on your switch type, 
permissions, and system performance.
Organization of
Historical ReportsThe following topics are covered:
•Agent Reports (4-4)
•Other Reports (4-47)
•Split/Skill Reports (4-57)
•System Reports (4-101)
•Trunk/Trunk Group Reports (4-124)
•VDN Reports (4-141)
•Vector Report (4-172).
PresentationThis chapter gives a brief description of each available report, examples of 
the report input windows, and definitions of the input fields. It provides you 
with the information you need to complete any historical report input window.
Each report description has the following headings:
•Things to Know About All Historical Reports - gives you information on 
factors that affect the historical reports. 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Overview4-2
•Input Window - includes input field definitions specific to each report. 
•Sample Report - provides an example of the report. A table provides 
report headings, field definitions, and the corresponding database 
item.
A short summary and example of each historical report is included in this 
chapter.
Diagram of historical
reporting systemThe following diagram shows how the Historical reporting system is 
structured. This section follows the report structure outlined in this 
diagram-agent reports are described first, followed by other reports, such 
as call records and call work code reports.