Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Summary Report4-43
Other Time The time the agent spent doing other work in all 
splits/skills. For 
DEFINITY ECS 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 agents were available to 
take ACD calls for any split/skill during the 
specified time period. sum(TI_AVAILTIME) 
Staffed Time  The total time 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) 
Trans Out The number of calls transferred by this agent to 
another destination. For 
DEFINITY ECS 
switches, this records all calls that were 
transferred.  sum(TRANSFERRED) 
Held Calls The number of calls the agent put on hold. For 
DEFINITY ECS switches, this is all calls the 
agent put on hold. sum(HOLDCALLS) 
Avg Hold Time The average length of time calls were on hold. sum(HOLDTIME) / 
sum(HOLDCALLS), 
 Field Description Database Item, Calculation, or 
  
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Trace by Location Report4-44
.........................................................................................................................................................................................................................................................Agent Trace by Location Report 
OverviewThe Agent Trace by Location report lists each agent activity and the time 
it occurred, by agent location ID. This information could be useful when 
evaluating how well agents are using their time. This report is only 
available through Release 8 
CentreVu Supervisor.
Things to know about
this reportHere are some things to know about this report:
•Refer to the Agent and Trunk States section of Chapter 1, “ 
Introduction” in this book for a list of the agent states.
•The database items for the Agent Trace by Location report are 
stored in the  ag_actv 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.
Agent Trace by Location
report exampleThe following figure provides an example of an Agent Trace by Location 
Report. 
Agent Trace by Location
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. syn(ACD) 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Trace by Location Report4-45
Date  The day that the event (state change) was 
recorded. ROW_DATE 
Time  The time of day that the event started.  EVENT_TIME
  Seq The sequence number of the event. Agent events 
which occur in the same second are assigned 
increasing sequence numbers, so the order in 
which they occurred can be determined. WMODE_SEQ
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
Logout Reason The reason code that the agent entered when 
logging out. Reason code 0 (zero) indicates that 
the agent forced a logout without entering a 
reason code, or the system logged the agent out.syn(LOGOUTREASON)
AUX Reason The reason code that the agent entered when 
changing to AUX work mode. Reason code 0 
(zero) indicates that the agent did not enter a 
reason code, or the system put the agent into 
AUX work mode.syn(AUXREASON)
State  The current work state of the agent. An agent can 
be in any one of the following states: LOGON, 
LOGOFF, ACDIN, ACDOUT, ACW, ACWIN, 
ACWOUT, AUX, AUXIN, AUXOUT, AVAILABLE, 
DACDIN, DACDOUT, DACW, DACWIN, 
DACWOUT, or UNKNOWN. WORKMODE and  DIRECTION
Split/Skill The name or number of the split/skill which the 
agent logged into or for which the agent handled 
a call.syn(  SPLIT) 
Time  The length of time spent in the state. Shown in 
minutes and seconds (mm:ss). DURATION 
Hold  The agent put the current call on hold. For 
DEFINITY ECS Generic 3 switches, this is all 
calls the agent put on hold. CALLER_HOLD Report Heading Description Database Item, Calculation, or 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Trace by Location Report4-46
Rec  This indicates whether the agent reconnected to 
the call (for example, the agent put a call on hold 
and then retrieved the call from hold). RECONNECT 
Malicious Call The agent activated malicious call trace. This 
applies to 
DEFINITY  ECS Generic 3.MCT
Rls The agent released the ACD call. This is always 
true for ACD calls the agent transferred or 
conferenced. This only applies to 
DEFINITY ECS 
and Generic 3 switches.AGT_RELEASED
Calling Party The identification of the caller. This is the ANI/
SID for Generic 3 Version 4 and later 
DEFINITY 
ECS with ISDN ANI delivery. Otherwise, it is the 
extension or trunk equipment location identifying 
the originator of the call.CALLING_PTY
Call Work Code The call work code that the agent entered for the 
call. This applies to 
DEFINITY ECS Generic 3 
switches.WORKCODE
Dialed Digits The digits that the agent dialed to originate a call. 
Trunk access codes, feature access codes, 
account and authorization codes are not 
included. This applies to 
DEFINITY ECS Generic 
3 switches.DIGITS_DIALED
Asst The agent requested supervisor assistance. This 
is activated by pressing the ASSIST button.ASSIST_ACTV
Conf The agent activated a conference. This applies to 
DEFINITY ECS Generic 3 switches.CONFERENCE
Trans Out The agent transferred the call. (
DEFINITY ECS 
Generic 3 = all calls transferred.)TRANSFERRED Report Heading Description Database Item, Calculation, or 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Other Reports4-47
Other Reports
.........................................................................................................................................................................................................................................................Overview
PurposeThis section describes Other reports.
OrganizationThis following topics are described:
•General Information About Other Reports
•Call Records Report
•Call Work Codes Report 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
General Information About Other Reports4-48
.........................................................................................................................................................................................................................................................General Information About Other Reports
What an Other Report
containsCentreVu Supervisor Other reports give you access to specific 
information on call records and call work codes.
Organization of Other
reportsThe following list shows how the Call Records and Call Work Code 
reports are organized in 
CentreVu Supervisor  . 
•Call Records
•Call Work Code: Daily, Weekly, Monthly
Other report selector
windowThe following figure is an example of the Other Report Selector window. 
The reports are explained in the same order as listed in the window.  
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Call Records Report4-49
.........................................................................................................................................................................................................................................................Call Records Report
OverviewThe Call Records report allows you to view selected information about 
each call. For example, you might have a caller that complained about 
being put on hold three times and then transferred. This report gives you 
this type of information about a call.
Things to know about
this reportHere are some things to know about this report:
•Call Records allow you to view information about particular calls. 
Each call is represented by one or more records, because a new 
record is created whenever the call is conferenced or transferred. 
However, all records for a particular call will have the same call ID, 
so that you know the records represent the same call.
•With call records, the call is tracked up until it is transferred or 
conferenced. At the point of a conference or transfer, a new call 
record is generated for the call.
•The standard Call Records report is provided as a model for 
customized call record reports. Most call record reporting will need 
to be done from Designer reports tailored to your needs.
•If you are customizing the Historical Call Record Report with 
CentreVu Report Designer, the Disposition report field will display 
the numerical values for DISPOSITION, and not the state names. 
See the 
CentreVu CMS R3V8 Database Items and Calculations 
(585-210-939) document for more information.
•See the CentreVu CMS R3V8 Database Items and Calculations 
(585-210-939) document for a complete listing of the call record 
historical database items.
•Call records are limited to 5000 records.
•To protect the real-time processing on CentreVu CMS, internal call 
records can only be collected if your call centers traffic is under 400 
calls in 20 minutes.
•The call_rec table includes may items that are not displayed in 
the standard report.
•This report gives you information on specific calls. It is based only 
on the start and stop dates and times that you enter.
•The database items for the Call Records report are stored in the  
call_rec table. 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Call Records Report4-50
Call Records report input
fieldsThe following table describes the fields on the input window. You must fill 
in the window to run the report.
Call Records report
exampleThe following figure provides an example of a Call Records Report. Field Definition
Start date: Enter the date from which you want the reporting period to start. The 
report runs for all calls answered by the ACD from the Start date and 
Start time through the Stop date and Stop time. 
Start time:  Enter the time from which you want the reporting period to start. Use 
any of the following formats: 
•AM/PM (for example, 7:30AM or 5:00PM)
•24-hour notation (for example, 7:30 or 17:00).
Stop date: Enter the date you want the report to run through. The report will be 
run for all calls answered by the ACD from the Start date and Start 
time through the Stop date and Stop time. 
Stop time: Enter the time that you want the report to stop. Use any of the 
following formats: 
•AM/PM (for example, 7:30AM or 5:00PM)
•24-hour notation (for example, 7:30 or 17:00).
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.  
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Call Records Report4-51
Call Records report
descriptionThe following table describes the report fields for the time period covered 
by the report. 
Report 
HeadingDescription Database Item, 
Calculation, or 

Date: The day, week, or month for which the report ran. You 
can make these selections in the report input window.ROW_DATE
ACD The number of the ACD that handled this call. syn(ACD)
Call ID A unique number assigned to this call and all its 
segments. Note that in the case of a conference or 
transfer, when the data for the conference/transfer is 
recorded, the same call ID will be recorded for all call 
segments of the conference/transfer. In the case of 
“meet-me” conferences, this may result in higher-
numbered segments of the call starting before the first 
segment on the call. Call IDs are not necessarily strictly 
sequential, but will be unique for calls over a day.CALLID
Segment The number of the call segment. Segment numbers are 
from 1 up to the number of segments in the call.SEGMENT
Date The starting date for the segment. ROW_DATE
Start Time The starting time for the segment. ROW_TIME
Calling Party The Automatic Number Identification (ANI)/Station 
Identification (SID) (Generic 3 Version 4 switches or the 
ECS with ANI delivery), extension or trunk equipment 
location identifying the originator of the call This field is 
blank if the trunk is not measured or, for internal calls, if 
the originating extension is not measured.CALLING_PTY
Dialed 
NumberThe number the caller dialed. This will be the VDN for 
inbound vectoring calls and dialed digits for outbound 
calls. This will be blank for inbound calls without 
vectoring.DIALED_NUM 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Call Records Report4-52
Disposition Indicates what happened to the call in the call segment. 
The possibilities are: 1=connected (CONN), 
2=answered (ANS), 3=abandoned (ABAN), 
4=interflowed (IFLOW), 5=forced busy (FBUSY), 
6=forced disconnect (FDISC), and 7=other (OTHER).
•A connected call is a non-ACD call to a measured agent 
for which  CMS receives an indication that the call was 
connected. 
•An answered call is any split/skill or direct agent ACD call 
for which CMS receives an indication that the call was 
answered by an agent.
•An abandoned call is any call for which CMS receives 
notification that the caller abandoned. This includes calls 
with talk times shorter than the phantom abandoned call 
timer.
•An interflowed call is a call that was redirected to an off-
switch destination.
•Forced busy calls are calls that CMS records as 
BUSYCALLS for the trunk group that carried them. For 
switches with vectoring, these are VDN calls that 
received a forced busy from the “busy” vector command. 
For the ECS , calls that receive a busy indication 
because the split queue was full (or there was no queue) 
are recorded here. 
•Forced disconnect calls are VDN calls that are 
disconnected by the switch due to the execution of a 
disconnect vector command (Generic 3 Version 2, later 
Generic 3 switches, and the ECS ). For the  ECS , 
Generic 3 Version 2 and later Generic 3 releases, forced 
disconnect calls also include calls disconnected because 
of the disconnect vector timer or because they reached 
the end of vector processing without being queued. 
DISPOSITION
Disposition 
TimeThe amount of time the call waited until its disposition 
(in the vector, in queue, and ringing). For extension 
calls made directly to agents (not through a VDN), this 
will always be zero.DISPTIME
Split/Skill The number of the split or skill associated with the call 
at its disposition in this call segment. Calls that were not 
queued to a split or skill at the time of disposition will 
have this item set to blank. Calls that were queued to 
an unmeasured split or skill at the time of disposition 
will have this item set to zero.DISPSPLIT Report 
HeadingDescription Database Item, 
Calculation, or