Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Group AUX Report4-23
.........................................................................................................................................................................................................................................................Agent Group AUX Report 
OverviewThe Agent Group AUX report shows the total staffed time, total AUX time, 
and AUX time for each reason code for all agents in an agent group. 
Things to know about
this reportHere are some things you need to know about this report:
•The Agent Group AUX report is available in daily, weekly, and 
monthly versions. 
•This report is available for all switch releases. The contents of this 
report depends upon the switch release for which it is being run.  
•The database items for the Agent Group AUX report are stored in 
the dagent (daily), wagent (weekly), and  magent (monthly) 
tables.
•You must have AUX Reason Codes enabled 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 Group AUX report
exampleThe following figure provides an example of an Agent Group AUX report. 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Group AUX Report4-24
Agent Group AUX report
descriptionThe following table describes the report fields:
Field Description Database Item, Calculation, or 
 
Date, Week 
Starting, or 
Month Starting The day, week, or month for which the report ran. 
You can make these selections in the report input 
window. ROW_DATE 
Date: The day for which the report was run (selected in 
the report input window).  ROW_DATE
Agent Group The name of the group of agents. You can make 
this selection in the report input window. No database item or calculation.
ACD The ACD name or number for which the data was 
collected. syn(ACD)
Agent  The name or login ID of the agent.  syn(LOGID)
Login ID The name or login ID of the agent.  LOGID
Staffed Time The total time that the agents were logged in 
(staffed) for the specified time period in any split/
skill. This does not include time the link was 
down.  sum(TI_STAFFTIME) 
AUX Time The total time that the agents spent in AUX work 
in all splits/skills 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 Group Summary Report4-25
.........................................................................................................................................................................................................................................................Agent Group Summary Report 
OverviewThe Agent Group Summary report summarizes the daily activities of 
every agent within a specific group. Agents in a group may share 
common characteristics, such as being newly hired or top performers, or 
they may simply be part of a more manageable subdivision of a skill. You 
can use this report to compare individuals within a group. This report lists 
the totals for each agent in the group summed over all splits/skills that the 
agent was logged into during the time period covered in the report. This 
report also contains information on the overall occupancy of the selected 
agent group, expressed as a percentage, both with and without ACW 
included.
Things to know about
this reportHere are some things you need to know about this report:
•The Agent Group Summary report is available in daily, weekly, and 
monthly versions. 
•The database items for the Agent Group Summary report are stored 
in the dagent (daily), wagent (weekly), and magent (monthly) 
tables.
•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 Group Summary
report exampleThe following figure provides an example of an Agent Group Summary 
report. 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Group Summary Report4-26
Agent Group Summary
report descriptionThe following table describes the report fields. 
Report Heading Description Database Item, Calculation, or 

 Date, Week 
Starting,  or 
Month StartingThe day, week, or month that the report was run 
(selected in the report input window). ROW_DATE 
 Agent Group The name of the group of agents. You can make 
this selection in the report input window.No database item or calculation.
 ACD The ACD name or number for which the data was 
collected. syn(ACD)
 Agent Name The name or login ID of the agent.  syn(LOGID) 
 ACD Calls The number of split/skill and direct agent ACD 
calls that were answered by the agent that 
completed during the interval. This total also 
includes O_ACDCALLS if you have the Outgoing 
Call Management application of ASAI. 
(O_ACDCALLS is the number of ACDCALLS that 
were placed by an adjunct [predictive dialing].)sum(  ACDCALLS +  
DA_ACDCALLS), 
sum
 Avg ACD Time The average time that the agent spent talking on 
ACD calls (including direct agent calls) that 
completed during the period covered.sum(  TOTAL_ACDTIME)/ sum
(TOTAL_ACDCALLS), 

 Avg ACW Time The average time that the agent spent in ACW 
for ACD calls during the period covered. This 
includes direct agent call activities.sum(  TOTAL_ACWTIME)/ sum
(TOTAL_ACDCALLS), 

% Agent Occup 
w/ACWThe overall occupancy of the selected agent 
group, expressed as a percent, and including the 
groups time in after call work.100 * (sum(I_RINGTIME + 
I_ACDTIME + 
I_ACDOTHERTIME + 
I_ACD_AUXOUTTIME + 
I_ACDAUXINTIME + 
I_ACWTIME) / 
(sum(TI_STAFFTIME – 
TI_AUXTIME + 
I_ACDAUX_OUTTIME + 
I_ACDAUXINTIME) 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Group Summary Report4-27
% Agent Occup 
w/o ACWThe overall occupancy of the selected agent 
group, expressed as a percent, not including the 
groups time in after call work.100 * (sum(I_RINGTIME + 
I_ACDTIME + 
I_ACDOTHERTIME + 
I_ACD_AUXOUTTIME + 
I_ACDAUXINTIME) / 
(sum(TI_STAFFTIME – 
TI_AUXTIME + 
I_ACDAUX_OUTTIME + 
I_ACDAUXINTIME)
 Extn In Calls The number of inbound extension calls that were 
completed by the agent during the period 
covered.
This includes calls received while the agent was 
in the following work modes:
•Auto-In or Manual-In
•ACW mode for ACD calls
•ACW mode that was not associated with a call
•AUX work mode.
sum(ACWINCALLS +  
AUXINCALLS), sum 

 Avg Extn In 
Tim eThe average time of the agents inbound 
extension calls.sum(  ACWINTIME+  
AUXINTIME)/ sum(  
ACWINCALLS +  
AUXINCALLS), 
 
 Extn Out Calls The number of outbound extension calls that 
were completed by the agent during the period 
covered.
This includes calls originated by the agent while 
the agent was in the following work modes:
•Auto-In or Manual-In
•ACW mode for ACD calls
•ACW mode that was not associated with a call
•AUX work mode.
sum(  ACWOUTCALLS +  
AUXOUTCALLS), 
sum
 Avg Extn Out 
Tim eThe average length of the agents outbound 
extension calls.sum(  ACWOUTTIME+  
AUXOUTTIME) / sum
(ACWOUTCALLS +  
AUXOUTCALLS), 
 Report Heading Description Database Item, Calculation, or 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Group Summary Report4-28
 ACD Time The total time that the agent spent talking on all 
ACD calls during the time period.sum(  I_ACDTIME +  
I_DA_ACDTIME), 
sum()
 ACW Time The total time that the agent spent in ACW for 
split/skill and direct agent ACD calls, as well as 
time in ACW not associated with a call. Includes 
time on extension calls.sum(  I_ACWTIME +  
I_DA_ACWTIME) 
sum()
Agent  Ring 
TimeThe total time that the agent spent with split/skill 
and direct agent ACD calls ringing. This only 
applies to 
DEFINITY ECS Generic 3 switches.sum(  I_RINGTIME)
 Other Time The time that the agent spent doing other work in 
all splits/skills.
For 
DEFINITY ECS Generic 3 switches, agents 
are doing other work while in Auto-in or Manual- 
In if they:
•Put any call on hold while not doing any other 
activity.
•Dial to place a call or to activate a feature
•Have a personal call ringing with no other activity.
Agent positions show up as OTHER directly after 
the link to the switch comes up and directly after 
the agents log in before the 
CentreVu CMS is 
notified of the agents work state.sum(TI_OTHERTIME)
 AUX Time The total time that the agents spent in AUX work 
in all splits/skills or on AUXIN/AUXOUT calls for 
the specified time period.sum(  TI_AUXTIME)
 Avail Time The total time that the agent spent waiting for an 
ACD call in any split/skill.sum(  TI_AVAILTIME)
 Staffed Time The total time that the agents were logged in 
(staffed) for the specified time period in any split/
skill. This does not include time the link was 
down.sum(  TI_STAFFTIME) Report Heading Description Database Item, Calculation, or 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Inbound/Outbound Report4-29
.........................................................................................................................................................................................................................................................Agent Inbound/Outbound Report 
OverviewThe Agent Inbound/Outbound Call report is a detailed breakdown of the 
inbound and outbound calls handled by an agent. The report sums the 
total over all the splits or skills the agent was logged into for the specific 
period covered.
Things to know about
this reportHere are some things you need to know about this report:
•This report is available in interval, daily, weekly, and monthly 
versions. 
•The database items for the Agent Inbound/Outbound report are 
stored in the hagent  (interval), dagent (daily),  wagent 
(weekly), and magent (monthly) tables.
•You must have the Outgoing Call Management application of ASAI 
for data to appear in the Outbound ACD columns. 
•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 Inbound/
Outbound report
exampleThe following figure provides an example of an Agent Inbound/Outbound 
Report.  
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Inbound/Outbound Report4-30
Agent Inbound/
Outbound report
descriptionThe following table describes the report fields. 
Report Heading Description Database Item, Calculation, or 

 Agent 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. sum(ACD)
 Time (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
 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 
Inbound ACD  
CallsThe total number of all inbound ACD calls 
answered by this agent that completed during the 
specified time period.(sum(  ACDCALLS +  
DA_ACDCALLS -  
O_ACDCALLS)), 

 Avg Inbound 
ACD TimeThe average length of all inbound ACD calls 
answered by this agent that completed during the 
specified time period.sum(  ACDTIME+  
DA_ACDTIME-  O_ACDTIME)/
sum(  ACDCALLS+  
DA_ACDCALLS-  
O_ACDCALLS)
 Avg ACW Time 
(Inbound ACD)The average length of all ACW sessions by this 
agent for inbound ACD calls completed during 
the specified time period. This includes direct 
agent call activities.sum(  ACWTIME +  
DA_ACWTIME -  O_ACWTIME)/ 
sum(  ACDCALLS+  
DA_ACDCALLS-  
OACDCALLS)
Outbound ACD  
CallsThe total number of all outbound ACD calls for 
this agent that completed during the specified 
time period.sum(  O_ACDCALLS)
 Avg Outbound 
ACD TimeThe average length of all outbound ACD calls for 
this agent that completed during the specified 
time period.sum(  O_ACDTIME) / sum(  
O_ACDCALLS)
 Avg ACW Time 
(Outbound ACD)The average length of all ACW sessions by this 
agent for outbound ACD calls that completed 
during the specified time period. This includes 
direct agent call activities.sum(  O_ACWTIME) / sum(  
O_ACDCALLS) 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Inbound/Outbound Report4-31
 Extn In Calls The number of inbound extension calls that were 
completed by the agent during the period 
covered.
This includes calls received while the agent was 
in the following work modes:
•Auto-In or Manual-In
•ACW mode for ACD calls
•ACW mode that was not associated with a call
•AUX work mode.
sum(  ACWINCALLS +  
AUXINCALLS), 
sum
 Avg Extn In 
Tim eThe average length of this agents inbound 
extension calls.sum((  ACWINTIME +  
AUXINTIME) / sum(  
ACWINCALLS +  
AUXINCALLS)) 
Extn Out Calls The number of outbound extension calls that 
were completed by the agent during the period 
covered.
This includes calls originated by the agent while 
the agent was in the following work modes:
•Auto-In or Manual-In
•ACW mode for ACD calls
•ACW mode that was not associated with a call
•AUX work mode.
sum(  ACWOUTCALLS +  
AUXOUTCALLS), 
sum
 Avg Extn Out 
Tim eThe average length of this agents outbound 
extension calls.sum(  ACWOUTTIME +  
AUXOUTTIME)/ sum(  
ACWOUTCALLS +  
AUXOUTCALLS) 
 External Calls 
Extn OutThe number of outbound extension calls that 
were made by this agent to a location outside the 
switch during ACW sessions and AUX work. 
(Does not include DA_ACWOFFCALLS.)sum(  ACWOUTOFFCALLS +  
AUXOUTOFFCALLS)
 Avg External 
Extn Out TimeThe average length of this agents calls to a 
location outside the switch during ACW sessions 
or AUX work.sum(  ACWOUTOFFTIME +  
AUXOUTOFFTIME)/ sum(  
ACWOUTOFFCALLS +  
AUXOUTOFFCALLS) Report Heading Description Database Item, Calculation, or 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Inbound/Outbound Report4-32
 Assists The number of calls that were referred to the 
supervisor by this agent during the specified time 
period.sum(  ASSISTS) 
 Trans Out The number of calls that were transferred by this 
agent to another destination during the specified 
time period (for Generic 3, any call transferred).sum(  TRANSFERRED) Report Heading Description Database Item, Calculation, or