Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Call Records Report4-53
Ans Logid The login ID of the agent who answered the call in this 
segment. This field is blank for unmeasured extensions 
when EAS is not active.ANSLOGIN
Talk Time The time an agent spends talking on a call. This does 
not include the time the caller is on hold.TA L K T I M E
Hold Time The total time the call was put on hold by the answering 
agent, in seconds, in this call segment. Note that in 
agent-to-agent calls, Hold Time is accrued for the 
answering agent if the agent puts the call on hold, but 
not for the other agent (who continues to accrue talk 
time).
For the
DEFINITY ECS switches, Hold Time includes all 
calls held.ANSHOLDTIME
ACW Time The time spent, in seconds, in After Call Work (ACW) 
related to this call by the answering agent in this 
segment.ACWTIME
Trans Out This indicates whether or not the answering agent 
initiated a transfer on this call segment. Valid values for 
Trans Out are 0=NO, 1=YES.
For the ECS and Generic 3 switches Trs is set for any 
call transferred.TRANSFERRED
Conf This indicates whether or not this call segment 
represents part of a conference (0= NO, 1=YES).
Available on the ECS and Generic 3 switches.CONFERENCE
Assist This indicates if the answering agent in this segment 
requested supervisor assistance on this call (0= NO, 
1=YES).ASSIST
Last Call Work 
CodeThe last call work code entered by the answering agent 
in this segment. This database item applies to 
DEFINITY ECS switches.LASTCWC Report 
HeadingDescription Database Item, 
Calculation, or 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Call Work Code Report4-54
.........................................................................................................................................................................................................................................................Call Work Code Report
OverviewUse the Call Work Code report to track certain call activities of your call 
center, such as special sale items, complaints, or how many times a 
customer made a purchase based on a special sales campaign. Agents 
enter a specific call work code that is associated with a particular call 
activity when the activity occurs. Those entries are tracked on this report. 
To produce data in this report, you must have  the Call Work Codes 
feature on a 
DEFINITY ECS Generic 3 switch. 
Things to know about
this reportHere are some things to know about this report:
•The Call Work Code report is available in daily, weekly, and monthly 
versions.
•The database items for the Call Work Code reports are stored in the 
dcwc (daily),  wcwc (weekly), and   mcwc (monthly) tables.
•The range of call work codes that may be reported on cannot 
exceed 1000.
•Because call work codes directly affect the amount of storage space 
required for each file system and the disk space, you must allocate 
the number of call work codes to be saved by the CMS in the 
System Setup-Data Storage Allocation window.
•You must identify and specify where you want to store call work 
code data in the System Setup-Free Space Allocation window.
•You must assign the call work codes for which the CMS collects data 
in the Call Center Administration-Call Work Codes window.
•Call Work Codes can only be nine or fewer digits in each code if you 
want to assign names to the codes in the Dictionary.
Prerequisite system
administrationIf you wish to run this report, you must do the following: 
•Allocate the number of call work codes to be saved by CentreVu  
CMS in the System Setup-Data Storage Allocation window. See 
Chapter 9,  CMS System Setup in the 
CentreVu Call Management 
System Release 3 Version 8 Administration 585-210-910
 document 
for more information.
•Identify and specify where you want to store call work code data in 
the System Setup-Free Space Allocation window. See Chapter 9,  
CMS System Setup in the 
CentreVu Call Management System 
Release 3 Version 8 Administration 585-210-910
 document for more 
information.
•Assign the call work codes for which CentreVu CMS collects data in 
the Call Center Administration-Call Work Codes window. See 
Chapter 7, Call Center Administration in the 
CentreVu Call 
Management System Release 3 Version 8 Administration 585-210-
910
 document for more information. 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Call Work Code Report4-55
Call Work Code report
input fieldsThe following table describes the fields on the input window. You must fill 
in the window to run the report.
Call Work Code report
exampleThe following figure provides an example of a Call Work Code Report. Field Definition
Call work code(s): Enter the call work code name(s) or number(s) that you want to view 
in this report. 
Date:  Enter the date for the day or the start date for the week or the month 
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). 
•When you specify a date for a weekly report, that date 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.  
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 Work Code Report4-56
Call Work Code report
descriptionThe following table describes the report fields for the time period covered 
by the report. 
Report Heading Description Database Item, Calculation, or 

 Date, Week 
Starting, Month 
Starting The day, week, or month for which the report ran. 
You can make these selections in the report input 
window. ROW_DATE 
 ACD ACD name or number associated with the call 
work code(s).syn(  ACD)
 Call Work Code Call work code number.  CWC
 Call Work Code 
NameName associated with the call work code 
number.syn(  CWC)
 ACD Calls Number of times the call work code was entered 
while agents were on ACD calls or in ACW 
associated with an ACD call. ACDCALLS 
 ACD Time Total talk time associated with ACDCALLS that 
have this call work code. ACDTIME 
 ACW Time Total after call work time associated with 
ACDCALLS with this call work code. ACWTIME 
 Avg ACD Time Average talk time associated with the call work 
code. ACDTIME/  ACDCALLS,  

 Avg ACW Time Average after call work time associated with the 
call work code. ACWTIME/  ACDCALLS, 
  
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Reports4-57
Split/Skill Reports
.........................................................................................................................................................................................................................................................Overview
PurposeThis section describes split/skill reports.
OrganizationThe following topics are described:
•General Information About Split/Skill Reports
•Split/Skill Report Selector Window
•Split/Skill Report Input Fields
•Split/Skill Call Profile Report
•Split/Skill Graphical ASA Report
•Split/Skill Graphical ASA Daily
•Split/Skill Graphical Average Positions Staffed Report
•Split/Skill Graphical Call Profile Report
•Split/Skill Graphical Multi-ACD Service Level Daily
•Split/Skill Graphical Service Level Report
•Split/Skill Graphical Skill Overload Report
•Split/Skill Graphical Time Spent Report
•Split/Skill Outbound Report
•Split/Skill Report
•Split/Skill by Location Report
•Split/Skill Summary Report 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
General Information About Split/Skill Reports4-58
.........................................................................................................................................................................................................................................................General Information About Split/Skill Reports
What a Split/Skill Report
containsCentreVu Supervisor Split/Skill reports give you access to information on 
your splits or skills. This information includes looking at the percentage of 
calls answered within set service levels by split/skill, how many calls were 
handled by each agent in a split/skill, and summarizing the activity for an 
entire split/skill.
Organization of Split/
Skill reportsThe following list shows how the Split/Skill reports are structured in 
CentreVu Supervisor.
•Call Profile: Daily, Weekly, Monthly
•Split/Skill Graphical Multi-ACD Service Level Daily: Daily
•Graphical ASA
•Graphical Average Positions Staffed 
•Graphical Service Level: Interval
•Graphical Call Profile: Daily
•Graphical Skill Overload
•Graphical Time Spent: Interval
•Outbound: Interval, Daily, Weekly, Monthly
•Report: Daily, Weekly, Monthly
•Split/Skill by Location: daily
•Summary: Interval, Daily, Weekly, Monthly
Split/Skill report selector
windowThe following figure is an example of the Split/Skill Report selector 
window. The reports are explained in the same order as listed in the 
window. 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Report Input Fields4-59
.........................................................................................................................................................................................................................................................Split/Skill Report Input Fields
OverviewThe reports in this section use the Split/Skill Report Input Windows. 
Specific input information is included with the reports. The following 
figure shows an example of the Split/Skill Report input window. You must 
fill in the report input window to run the report.
Split/Skill report input
fieldsThe following table describes the input fields on historical Split/Skill 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, location ID, or 
split/skill to run the report.
All possible fields on this window are described here:
Field Definition
Split/Skill: Enter the appropriate split/skill name or number that you want to 
view in this report. Any name(s) you want to appear on the report 
must have been previously defined and entered in the Dictionary 
subsystem.
Date: (interval)  Enter the date you would like the report to cover. Use any of the 
following formats:
•A month/day/year (for example, 3/21/96).
•A minus (-) offset based on todays date (for example, -1 for 
yesterday).
Dates: (daily, weekly, monthly)  Enter the date(s) you would like the report to cover:
•Daily - enter the day(s).
•Weekly - enter the start date for the week(s). When you specify a date 
for a weekly report, that date 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.
•Monthly - enter the first day of the month(s).
Use any of the following formats:
•A month/day/year (for example, 3/21/96).
•A minus (-) offset based on todays date (for example, -1 for 
yesterday).
•A semicolon (;) to separate individual data entry items (for example, 3/
21/96;3/23/96;3/25/96)
•A hyphen (-) to designate a range of dates (for example, 3/21/96-3/25/
96). For the weekly and monthly versions, the report includes any 
weeks or months that begin in the range. 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Report Input Fields4-60
Times: (interval) Enter the time you would like the report to cover. Use any of the 
following formats:
•AM/PM (for example, 7:30AM-5:00PM)
•Military time (for example, 7:30-17:00).
•You can use a - offset based on todays date (for example, -1 for 
yesterday).
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.
Location Select a location ID for which to run the report. The location ID is an 
ID number of 1 – 44 digits assigned to a 
DEFINITY port network 
location and the equipment assigned to that port location.  Field Definition 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Call Profile Report4-61
.........................................................................................................................................................................................................................................................Split/Skill Call Profile Report
OverviewThe Split/Skill Call Profile report shows the number of calls answered and 
abandoned in time increments that you administer. This report also 
displays your acceptable service level. See “Call Center Administration—
Split/Skill Call Profile Setup,” in the 
CentreVu Call Management System 
Release 3 Version 8 Administration 585-210-910
 document for both the 
time increments and acceptable service levels. Since this report shows 
you how long it takes for calls to be answered or abandoned, you can 
determine how long a caller is willing to wait for an agent before hanging 
up. With this information, you can determine the appropriate answering 
speed required to reduce abandoned calls.
Things to know about
this reportHere are some things to know about this report:
•Calls are displayed in ten columns, with each column representing a 
progressively longer wait time.
•The Split/Skill Call Profile report is available in daily, weekly, and 
monthly versions.
•The database items for the Split/Skill Call Profile Report are stored 
in the dsplit (daily), wsplit (weekly), and msplit (monthly) 
tables.
•This report uses the Split/Skill report input window. Select a split/skill 
that you want to view on the report. See 
Split/Skill Report Input 
Fields (4-59) for more information.
Split/Skill Call Profile
report exampleThe following figure provides an example of a Split/Skill Call Profile 
report.  
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Call Profile Report4-62
Split/Skill Call Profile
report descriptionThe following table describes the report fields for the time period covered 
by the report.
Report Heading Description Database Item, Calculation, or 

Date, Week 
Starting, Month 
StartingThe day, week, or month for which the report ran. 
You can make these selections in the report input 
window. ROW_DATE 
Split/Skill The name or number of the split/skill that is 
selected for this report. You can make these 
selections in the report input window. syn(SPLIT) 
% Within Service 
LevelThe percentage of split/skill ACD calls that were 
queued to this split/skill and answered within your 
administered service level.100*(  ACCEPTABLE/  
CALLSOFFERED), 

ACD  The ACD name or number for which the data was 
collected. syn(ACD)
Service Intervals 
ChangedA YES appears if you changed your service 
interval increments during the time period 
covered by the report. A NO appears if you have 
not changed your service interval increments. 
The words displayed for YES or NO represent 
the values defined in the Dictionary subsystem. syn(YES_NO)
Acceptable 
Service 
ChangedA YES appears if you changed your acceptable 
service level during the period covered by the 
report. A NO appears if you have not changed 
your acceptable service level. The words 
displayed for YES or NO represent the values 
defined in the Dictionary subsystem. syn(YES_NO)
Seconds The values administered for the service level 
increments. Each Secs (seconds) interval 
represents a progressively longer wait time for a 
call, and each interval can be a different length. PERIOD1-9
ACD Calls The number of split/skill ACD calls answered 
within each service level increment. ACDCALLS1-10
Aban Calls The number of split/skill ACD calls that 
abandoned within each service level increment. ABNCALLS1-10