Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Login/Logout (Skill) Report4-33
.........................................................................................................................................................................................................................................................Agent Login/Logout (Skill) Report 
OverviewThe Agent Login/Logout (Skill) report shows the times that agents in a 
given skill logged in and logged out, the reason codes associated with 
the logout (if there is one), and the skills with which the agents logged in 
and out.
Things to know about
this reportIf you have the 
DEFINITY ECS  with EAS feature activated, you will see 
the report displayed in this section.  Here are some things to know about 
this report:
•This new report provides logout reason codes.
•This new report shows up to 15 skills.
•This new report can be customized to show more or fewer skills and 
to add the skill levels directly on the CMS server.
•If you have a switch release earlier than DEFINITY ECS with EAS 
feature activated, a different Agent Login/Logout (Skill) report than 
the one described in this section is displayed. This report does not 
show the logout reason codes.
•The Login/Logout (Skill) report is available in daily version only.
•The database items for the Agent Group Summary report are stored 
in the haglog table.
•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. 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Login/Logout (Skill) Report4-34
Agent Login/Logout
(Skill) report exampleThe following figure provides an example of an Agent Login/Logout (Skill) 
Report. 
Agent Login/Logout
(Skill) report descriptionThe following table describes the report fields. 
Report Heading Description Database Item, Calculation, or 

Date The date for which the report was run. The report 
shows data for agents who logged in on this date. ROW_DATE 
 Skill The name or number of the skill (selected in the 
report input window). syn(SPLIT) 
 Extn The extension where the agent logged in.  EXTN
 Login Time The time that the agent logged in with the given 
set of skills. LOGIN
 Logout Time The time that the agent logged out or was logged 
out from the given set of skills. LOGOUT 
 Logout  Date The date that the agent logged out from the given 
set of skills.LOGOUT_DATE
Logout Reason The reason for logging out. LOGOUTREASON
 Skills 1–15 The first 15 skills with which the agent logged in. SPLIT, LOGONSKILL2-15 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Login/Logout (Split) Report4-35
.........................................................................................................................................................................................................................................................Agent Login/Logout (Split) Report 
OverviewThe Agent Split Login/Logout report shows the agent login and logout 
times for agents in a split on a specified day.
Things to know about
this reportHere are some things to know about this report:
•This report is available in the daily version only. 
•The database items for the Agent Login/Logout (Split) report are 
stored in the haglog table.
•This report appears for DEFINITY ECS Generic 3 switches without 
EAS.
•This report accepts split numbers from 1-600 when the switch type 
is 
DEFINITY  ECS or later.
•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 Login/Logout
(Split) report exampleThe following figure provides an example of an Agent Login/Logout 
(Split) Report.  
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Login/Logout (Split) Report4-36
Agent Login/Logout
(Split) report descriptionThe following table describes the report fields:
Field Description Database Item, Calculation, or 
 
Date: The day for which the report shows data. You can 
make these selections in the report input window. ROW_DATE 
Split: The name or number of the split (selected in the 
report input window).syn(SPLIT)
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)
Extn The measured extension where the agent logged 
in.EXTN
Login Time  The time that the agent logged into this split. LOGIN
Logout Time  The time that the agent logged out of this split. LOGOUT
Logout Date The date that the agent logged out of this split. LOGOUT_DATE 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Split/Skill Report4-37
.........................................................................................................................................................................................................................................................Agent Split/Skill Report 
OverviewThe Agent Split/Skill report shows an individual agents performance by 
split or skill.
Things to know about
this reportHere are some things to know about this report:
•The Agent Split/Skill report is available in interval, daily, weekly, and 
monthly versions.
•The database items for the Agent Split/Skill Report are stored in the 
hagent (interval),  dagent (daily),  wagent (weekly), and 
magent (monthly) tables.
•Each row in the report shows the total for the specified time for a 
particular split/skill the agent was logged into. However, the  
Totals:row shows the totals over the day for all splits or skills for 
this agent.
•Talk times are shown as totals, not as averages.
•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 Split/Skill report
exampleThe following figure provides an example of an Agent Split/Skill Report.   
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Split/Skill Report4-38
Agent Split/Skill report
descriptionThe following table describes the report fields. 
Report 
HeadingDescription 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 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
 Split/Skill The name or number of the split(s)/skill(s) that the 
agent logged into during the specified time period 
and for which data are shown. syn(SPLIT) 
 ACD Calls The number of split/skill and direct agent ACD calls 
that were answered by the agent. This total also 
includes outbound ACD calls (O_ACDCALLS) if you 
have the Outgoing Call Management application on 
ASAI. (O_ACDCALLS is the number of ACDCALLS 
that were placed by an adjunct [predictive dialing].)(  ACDCALLS+  
DA_ACDCALLS), 
 ACD Time The total time an agent talked on split/skill and direct 
agent ACD calls for the split/skill.(  I_ACDTIME+  
I_DA_ACDTIME), 
 ACW Time The total time that the agent spent in ACW 
associated with split/skill and direct agent ACD calls 
and ACW not associated with a call during the report 
interval.(  I_ACWTIME +  
I_DA_ACWTIME), 

 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.
 ACWINCALLS+  
AUXINCALLS, 
  
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Split/Skill Report4-39
 Extn In Time The total time that the agent spent talking on 
inbound extension calls during the report period. I_ACWINTIME+  
I_AUXINTIME, 

 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.
 ACWOUTCALLS +  
AUXOUTCALLS, 

 Extn Out Time The total time that the agent spent on outbound 
extension calls during the report period. I_ACWOUTTIME +  
I_AUXOUTTIME, 

 Assists The number of times that the split/skill supervisor 
was called by the agent who was on a split/skill or a 
direct agent ACD call or in call-related ACW. ASSISTS 
 Held Calls The number of calls that the agent placed on hold. 
For 
DEFINITY ECS Generic 3 switches, this is all 
calls the agent put on hold.  HOLDCALLS
 Total Hold Time The total time that calls were on hold for this agent. 
This includes all callers for Generic 3 switches. HOLDTIME 
 Trans Out The number of times that an agent completed a 
transfer (for 
DEFINITY ECS Generic 3 switches, any 
call transferred). TRANSFERRED Report 
HeadingDescription Database Item, Calculation, 
or  
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Summary Report4-40
.........................................................................................................................................................................................................................................................Agent Summary Report 
OverviewThe Agent Summary report shows the activities and performance of an 
individual agent for all splits or skills of which the agent is a member. It 
represents the totals over the specified time period for all splits or skills 
the agent was logged into. This report also includes information on agent 
occupancy, expressed as a percentage of total work time, both with and 
without ACW.
Things to know about
this reportHere are some things to know about this report:
•The Agent Summary report is available in interval, daily, weekly, and 
monthly versions.
•The database items for the Agent Summary report are stored in the 
hagent (interval), 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 Summary report
exampleThe following figure provides an example of an Agent Summary Report.
Agent Summary 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 
Agent: The name or login ID of the agent. You can make 
this selection in the report input window. syn(LOGID) 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Summary Report4-41
Time (for interval 
reports only)The intrahour intervals for which the report shows 
data. You can make these selections in the report 
input window. The time displays in hh:mm:ss 
(hour/minute/second) format. STARTTIME, STARTTIME + 
INTRVL
ACD Calls The number of ACD calls and direct agent calls 
that were answered by the agent. 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 length of this agents ACD calls 
(including direct agent calls) during the period 
covered.sum(TOTAL_ACDTIME)/
sum(TOTAL_ACDCALLS), 

Avg ACW Time The average length of After Call Work (ACW) 
sessions for this agent. This includes direct agent 
call activities.sum(TOTAL_ACWTIME)/
sum(TOTAL_ACDCALLS), 

% Agent Occup 
w/ACWThe percentage of agent occupancy in which the 
agents time in after call work is considered as 
work time.100 * (sum(I_RINGTIME + 
I_ACDTIME + 
I_ACDOTHERTIME + 
I_ACDAUX_OUTTIME + 
I_ACDAUXINTIME + 
I_ACWTIME) / 
(sum(TI_STAFFTIME – 
TI_AUXTIME + 
I_ACDAUX_OUTTIME + 
I_ACDAUXINTIME))
% Agent Occup 
w/o ACWThe percentage of agent occupancy in which the 
agents time in after call work time is considered 
idle.100 * (sum(I_RINGTIME + 
I_ACDTIME + 
I_ACDOTHERTIME + 
I_ACDAUX_OUTTIME + 
I_ACDAUXINTIME) / 
(sum(TI_STAFFTIME – 
TI_AUXTIME + 
I_ACDAUX_OUTTIME + 
I_ACDAUXINTIME)) Field Description Database Item, Calculation, or 
  
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Summary Report4-42
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 + 
) 
Avg Extn In Time  The  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 placed 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 
Time The average length of this agents outbound 
extension calls.sum(ACWOUTTIME + 
AUXOUTTIME)/
sum(ACWOUTCALLS + 
AUXOUTCALLS), 

ACD Time Time this agent spent on ACD calls (including 
direct agent calls) during the report interval. sum(I_ACDTIME + 
I_DA_ACDTIME), 
sum()
ACW Time The amount of time the agent spent working on 
call-related activities (that is, ACW activities). 
This includes direct agent ACW activities during 
the report interval.sum(I_ACWTIME + 
I_DA_ACWTIME), 
sum() 
Agent Ring Time The time 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, 
the I_RINGTIME is stopped. This applies only to 
switches with ring state.sum(I_RINGTIME)  Field Description Database Item, Calculation, or