Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Overview4-3
Presentation of report
informationWhen you generate a historical report, the totals for the report columns 
are on the top line of the report under the headings.
There are four types of historical reports:
• Interval reports contain breakdowns of data by the interval you have 
defined. The report intervals can be 15, 30, or 60 minutes.  Interval 
reports can help you identify your high and low call volumes, and 
thereby manage your call center more easily.
• Daily reports display summarized interval data, one line for each 
day.
• Weekly reports display summarized daily data for the week(s) 
specified, one line for each week.
• Monthly reports display summarized daily data for the month(s) 
specified, one line for each month.
All four types are not available for each report. The Select a Report 
window lists reports based on which types are available (for example: 
Call Profile Daily, Call Profile Weekly, Call Profile Monthly).
How long does CMS
store data?
CentreVu CMS can store intrahour data for up to 62 days, daily summary 
data for 5 years, and weekly/monthly summary data for 10 years. Disk 
storage space can quickly become an issue, as the volume of data you 
wish to store increases. 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Reports4-4
Agent Reports
.........................................................................................................................................................................................................................................................Overview
PurposeThis section describes agent reports.
OrganizationThis following topics are described:
•General Information About Agent Reports
•Agent Report Selector Window
•Agent Report Input Fields
•Agent AUX Report
•Agent Attendance Report
•Agent Event Count Report
•Agent Graphical Time Spent Report
•Agent Group Attendance Report
•Agent Group AUX Report
•Agent Group Summary Report
•Agent Inbound/Outbound Report
•Agent Login/Logout (Skill) Report
•Agent Login/Logout (Split) Report
•Agent Split/Skill Report
•Agent Summary Report
•Agent Trace by Location Report 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
General Information About Agent Reports4-5
.........................................................................................................................................................................................................................................................General Information About Agent Reports
What an Agent report
containsThe Agent reports give you the following specific information about 
agents:
•Every agent activity and the time it occurred for a particular agent in 
the Agent Trace by Location report.
•An individual agents performance by split or skill in the Agent Split/
Skill report.
•How a group of agents is performing in the Group Summary report.
Organization of Agent
reportsThe following list shows how the Historical Agent reports are organized in 
CentreVu Supervisor:
•AUX: Interval, Daily, Weekly, Monthly
•Attendance: Daily, Weekly, Monthly
•Event Count: Interval
•Graphical Time Spent: Interval, Daily, Weekly, Monthly
•Group AUX: Daily, Weekly, Monthly
•Group Summary: Daily, Weekly, Monthly
•Group Attendance: Daily, Weekly, Monthly
•In/Outbound: Interval, Daily, Weekly, Monthly
•Login/Logout (Skill): Interval
•Login/Logout (Split): Daily
•Split/Skill: Interval, Daily, Weekly, Monthly
•Summary: Interval, Daily, Weekly, Monthly
•Trace by Location 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
General Information About Agent Reports4-6
Agent Report selector
windowThe following figure is an example of the Agent Report selector window. 
The reports are explained in the same order as listed in the window. 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Report Input Fields4-7
.........................................................................................................................................................................................................................................................Agent Report Input Fields
OverviewThe reports in this section use the Agent Report Input Windows. Specific 
input information is included with the reports. 
Agent report input fieldsThe following table describes the input fields on historical Agent report 
input windows. Not all reports use all fields; refer to information for the 
specific report you are running to determine what you want to view. For 
example, you may enter an agent group, agent name or split/skill to run 
the report.
All possible fields on this window are described here:
Field Definition
Agent: Enter the name of the agent. The agents name must be defined in 
the Dictionary subsystem; otherwise, you will see the agents ID 
number.
Agent group: Enter the appropriate group name. It is important to enter the agent 
group name correctly, because 
CentreVu CMS does not check to 
see if the group name you entered exists in the Dictionary 
subsystem. Therefore, if you enter a name that is misspelled, the 
report runs but does not contain data because the group does not 
exist. You should enter the correct group name and run the report 
again.
Date: (Interval) Enter the date you would like the report to cover. 
•You can use the month/day/year (for example, 3/21/95).
•You can use a - offset based on todays date (for example, -1 for 
yesterday).
Login Date: Enter the date that you would like the report to cover. This is the 
date on which agents in the skill logged in. 
•You can use the month/day/year (for example, 3/21/95).
•You can use a - offset based on todays date (for example, -1 for 
yesterday). 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Report Input Fields4-8
Date: (daily, weekly, and 
monthly)Enter the dates for the days or the start dates for the weeks or the 
months that you would like the report to cover. 
•You can use the month/day/year (for example, 3/21/95).
•You can use a - offset based on todays date (for example, -1 for 
yesterday). You can also specify a range of dates (for example, 0 
through - 7).
•You can separate individual data entry items using a semicolon (for 
example, 3/21/95;3/23/95;3/25/95), and you can enter ranges by 
placing a hyphen between entries (for example, 3/21/95-3/25/95). For 
weekly and monthly reports, specifying a range produces all weeks 
and/or months that begin in the range. When you specify a date for a 
weekly report, that date or range of dates must correspond to the week 
start day selected in the System Setup-Storage Intervals window. If the 
date and day do not match, the message No records found displays in 
the status line. The month start date must be the first day of the month.
Times: (Interval) Enter the times you would like the report to cover. 
•You can use AM/PM format (for example, 7:30AM-5:00PM).
•You can use military time format (for example, 7:30-17:00).
•You can separate individual data entry items using a semicolon (for 
example, 3/21/95;3/23/95;3/25/95), and you can enter ranges by 
placing a hyphen between entries (for example, 3/21/95-3/25/95). For 
weekly and monthly reports, specifying a range produces all weeks 
and/or months that begin in the range.
Destination: Choose a report destination. You can select View Report on Screen 
or Print Report on: and then use the Select Printer button to print the 
report on any Windows printer. The default printer is shown. Field Definition 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent AUX Report4-9
.........................................................................................................................................................................................................................................................Agent AUX Report 
OverviewThe Agent AUX (Auxiliary Work) report is based on the Agent Summary 
and Agent Attendance reports. This report shows the total staffed time, 
total AUX time, and AUX time for each reason code for an agent. 
Things to know about
this reportHere are some things you need to know about this report:
•The Agent AUX report is available in interval, daily, weekly, and 
monthly versions. 
•The database items for the Agent AUX report are stored in the  
hagent (interval), dagent (daily), wagent  (weekly), and 
magent (monthly) tables. 
•This report is only available when the Automatic Call Distribution 
(ACD) and Expert Agent Selection (EAS) features have been 
enabled on a 
DEFINITY  ECS or greater. 
•You must be using AUX Reason Codes on the switch for this report 
to be meaningful.
•This report uses the Agent Report Input Window. Select an agent 
who you want to view on the report. See 
Agent Report Input 
Fields (4-7) for more information.
Agent AUX report
exampleThe following figure provides an example of an Agent AUX report.   
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent AUX Report4-10
Agent AUX report
descriptionThe following table describes the report fields:
Field Description Database Item, Calculation, or 
 
Date, Week 
Starting, or 
Month StartingThe day, week, or month for which the report ran. 
You can make these selections in the report input 
window. ROW_DATE 
Agent Name: The name or login ID of the agent. You can make 
this selection in the report input window. syn(LOGID) 
ACD:  The ACD name or number for which the data was 
collected. syn(ACD) 
Time (for interval 
reports only)The intrahour intervals for which the report shows 
data. You can make these selections in the report 
input window. STARTTIME, STARTTIME + 
INTRVL 
Staffed Time The total time that the agent was logged in 
(staffed) for the specified time period in any split/
skill. (This does not include time that the link was 
down.) sum(TI_STAFFTIME) 
AUX Time  The total time that the agent spent in AUX work in 
all splits/skills and on AUXIN/AUXOUT calls for 
the specified time period.sum(TI_AUXTIME)
Time in 0 The time that the agent spent in AUX with the 
reason code of 0 (zero). This is the time in the 
system AUX for the switches using AUX reason 
codes. It is the same as TI_AUXTIME for 
switches not using AUX reason codes. sum(TI_AUXTIME0) 
Time in 1...9 The time that the agent spent in AUX with each of 
the reason codes 1–9.sum(TI_AUXTIME1) ... 
sum(TI_AUXTIME9) 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Attendance Report4-11
.........................................................................................................................................................................................................................................................Agent Attendance Report 
OverviewThe Agent Attendance report gives the total staffed time, ACD time, ACW 
time, AUX time, time in the ringing state, extension time, available time, 
and the number of calls handled by an agent for the specified time period 
for all splits or skills the agent was logged into. 
Things to know about
this reportHere are some things you need to know about this report:
•The Agent Attendance report is available in daily, weekly, and 
monthly versions. 
•The database items for the Agent Attendance report are stored in 
the hagent (interval), dagent (daily), wagent and magent 
(monthly) tables. 
•The report item Total Staff Time contains other time 
(TI_OTHERTIME) which is not shown in the report but can cause 
the numbers to not add up.  
•This report uses the Agent Report Input Window. Select an agent 
who you want to view on the report. See 
Agent Report Input 
Fields (4-7) for more information.
Agent Attendance report
exampleThe following figure provides an example of an Agent Attendance report. 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Attendance Report4-12
Agent Attendance report
descriptionThe following table describes the report fields:
Field Description Database Item, Calculation, or 
 
Agent Name: The name or login ID of the agent. You can make 
this selection in the report input window. syn(LOGID) 
ACD:  The ACD name or number for which the data was 
collected. syn(ACD) 
Date, Week, or 
Month StartingThe day, week, or month for which the report ran. 
You can make these selections in the report input 
window. ROW_DATE
Staffed Time The total time that the agent was logged in 
(staffed) for the specified time period in any split/
skill. (This does not include time that the link was 
down.) sum(TI_STAFFTIME) 
ACD Time The total time that the agent spent on all split/skill 
and direct agent ACD calls for the specified time 
period in any split/skill. sum(I_DA_ACDTIME), 
sum() 
ACW Time The total time that the agent spent in ACW for the 
specified time period in any split/skill for ACD 
calls and direct agent calls as well as time in 
ACW not associated with a call. Time on 
extension calls is also included.  sum(I_DA_ACWTIME), 
sum() 
Agent Ring Time  The total time during the collection interval that 
the agent had split/skill and direct agent ACD 
calls ringing. If the agent answers or makes 
another call instead of answering the ringing call, 
I_RINGTIME stops accumulating. RINGTIME is 
the time that the caller spends ringing and is 
independent of agent activity. Time ringing is only 
tracked for Generic 3 and 
DEFINITY  ECS 
switches. sum(I_RINGTIME) 
Extn In Time  The total time that the agent spent talking on 
inbound extension calls for the specified time 
period. sum(I_ACWINTIME + 
I_AUXINTIME), 
sum( 
Extn Out Time The total time that the agent spent talking on 
outbound extension calls for the specified time 
period. sum(I_ACWOUTTIME + 
I_AUXOUTTIME), sum
< EXT_OUT_TIME> 
Avail Time  The total time for the specified time period that 
the agent was available to take ACD calls in any 
split/skill. s u m ( T I _ AVA I LT I M E )