Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Call Profile Report4-63
ACD Calls The number of split/skill ACD calls that were 
queued to this split/skill and answered by an 
agent for this split/skill. This total also includes 
O_ACDCALLS if you have the Outgoing Call 
Management (OCM) application of ASAI. The 
O_ACDCALLS is the number of ACDCALLS that 
were placed by an adjunct; this is also referred to 
as predictive dialing. ACDCALLS 
Avg Speed Ans The average time the split/skill ACD calls were 
waiting in queue and ringing before being 
answered by an agent. ANSTIME/  ACDCALLS, 

% Ans Calls The percentage of calls queued to the split/skill 
that were answered by agents for this split/skill.100*(  ACDCALLS/  
CALLSOFFERED), 

 Aban Calls The number of ACD calls to the split/skill that 
disconnected while either waiting in queue (if this 
was the first split/skill the call was queued to), or 
while ringing. This total includes calls with talk 
time less than the phantom abandoned call timer 
value, if it is set. This total also includes 
O_ABNCALLS if you have OCM. The 
O_ABNCALLS is the number of outbound ACD 
calls that were abandoned by the far end. ABNCALLS 
Avg Aban Time The average time the split/skill ACD calls were 
waiting in queue or ringing before abandoning. ABNTIME/  ABNCALLS, 

% Aban Calls The percentage of calls queued to the split/skill 
that abandoned before being answered by an 
agent.100*(  ABNCALLS/ (  
CALLSOFFERED)), 
 Report Heading Description Database Item, Calculation, or 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical ASA Report4-64
.........................................................................................................................................................................................................................................................Split/Skill Graphical ASA Report
OverviewThe Split/Skill Graphical ASA (Average Speed of Answer) report shows 
the average speed of answer for ACD calls answered in each selected 
split/skill for each selected interval.
Things to know about
this reportHere are some things to know about this report:
•The database items for the Split/Skill Graphical ASA report are 
stored in the dsplit (current interval) and hsplit (intrahour 
interval) tables.
•The chart type can be changed. See Chapter 2, “Using Reports”, for 
more information.
•This report is only available through the CentreVu Supervisor 
interface.
•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.
•This report is only available for DEFINITY R8 ACDs. 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical ASA Report4-65
Split/Skill Graphical ASA
report exampleThe following figure provides an example of a Split/Skill Graphical ASA 
report. 
Split/Skill Graphical ASA
report descriptionThe following table describes the report fields for the time period covered 
by the report.
Report Heading Description Database Item, 
Calculation, or 

 Date: The day for which the report was run (selected in the 
report input window). ROWDATE 
 Start Time 
(Interval)The start time of the interval for which the data was 
collected. (This field displays only for the Interval report.) STARTTIME 
 Split/Skill The name or number of the split/skill you are currently 
viewing. syn(SPLIT) 
 Average Speed 
of Ans - SecondsThe value in seconds of the average speed of answer for 
the split/skill during the time period covered in the report.  
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Average Positions Staffed Report4-66
.........................................................................................................................................................................................................................................................Split/Skill Graphical Average Positions Staffed Report
OverviewThis report is available for customers who have purchased CentreVu 
Advocate and the 
DEFINITY ECS R6 or later. This report shows, for a 
specified skill, the maximum agent positions allocated for the skill, as well 
as the average positions staffed. This allows call center supervisors to 
see historically how many agents were counted on for a skill in 
comparison to how many agents were actually available on the skill. 
Things to know about
this reportHere are some things to know about this report:
•This report is available only on the DEFINITY‚ ECS R6 or later with 
EAS. If 
CentreVu Advocate is not activated, then the fields on the 
report that pertain to 
CentreVu Advocate will not populate.
•This report is accessed from the historical folder of the report 
selector window, via the Split/Skill category, under “Graphical 
Average Positions Staffed.” 
•The report input window allows the user to specify a skill name or 
number, the time intervals, and the report destination. 
•The caption displayed on the report is “Average Positions Staffed - 
xxx” where xxx is the skill string name specified by the user in the 
Name Format window. 
•The date for which the report is run displays at the top right of the 
report. 
•The primary component of this report is a 2-D vertical bar chart.
•The chart contains the following components:
– The y-axis of the chart has gradients for the number of agents.
– The x-axis of the chart displays the specified time intervals.  
– The legend displays “Max Post Allocated” and “Avg Pos 
Staffed.” 
•The database items for the Split/Skill Graphical ASA report are 
stored in the dsplit (current interval) and hsplit (intrahour 
interval) 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. 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Average Positions Staffed Report4-67
Split/Skill Graphical
Average Positions
Staffed report exampleThe following figure provides an example of a Split/Skill Graphical 
Average Positions Staffed report. 
Split/Skill Graphical
Average Positions
Staffed report
descriptionThe following table describes the report fields for the time period covered 
by the report.
Report Heading Description Database Item, 
Calculation, or 

 Date: The day for which the report was run (selected in the 
report input window). ROWDATE 
 Split/Skill The name or number of the split/skill you are currently 
viewing. syn(SPLIT) 
 Max Pos Allocated  The maximum agent positions allocated for this skill.  MAX_DEDICATED_AGT
Avg Pos Staffed The average positions staffed for this skill.  AVG_EQV_AG_STFD 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical ASA Daily Report4-68
.........................................................................................................................................................................................................................................................Split/Skill Graphical ASA Daily Report
OverviewThe Split/Skill Graphical ASA (Average Speed of Answer) Daily report 
shows the average speed of answer for ACD calls answered in selected 
splits/skills for selected days.
Things to know about
this reportHere are some things to know about this report:
•The database items for the Split/Skill Graphical ASA Daily report are 
stored in the dsplit (current interval)  tables.
•The chart type can be changed. See Chapter 2, “Using Reports”, for 
more information.
•The bottom right of the report contains a status bar that displays the 
name of the ACD chosen through the Report Selector dialog box. A 
legend on the right side of the report shows the names of the 
selected splits/skills.
•This report is only available through the CentreVu Supervisor 
interface.
•This report uses the Split/Skill report input window. Select the splits/
skills that you want to view on the report and the days for which you 
want to view ASA. See 
Split/Skill Report Input Fields (4-59) for more 
information. 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical ASA Daily Report4-69
Split/Skill Graphical ASA
Daily report exampleThe following figure provides an example of a Split/Skill Graphical ASA 
Daily report.
Split/Skill Graphical ASA
report descriptionThe following table describes the report fields for the time period covered 
by the report.
Report Heading Description Database Item, 
Calculation, or 

 Dates The days for which the report was run (selected in 
the report input window). ROWDATE 
Split/Skill The name of the split/skill you are currently viewing.  syn(SPLIT) 
 Average Speed of 
Ans - SecondsThe value in seconds of the average speed of 
answer for the split/skill during the time period 
covered in the report. 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Call Profile Report4-70
.........................................................................................................................................................................................................................................................Split/Skill Graphical Call Profile Report
OverviewThis report shows how well the split or skill you specify performed 
compared to your call centers predefined service levels for the date you 
specify.
Things to know about
this reportHere are some things to know about this report:
•This report has four charts and displays a collection of split/skill call 
profile related data items at the top of the report. A legend appears 
to the right of each chart.
•The three-dimensional pie chart in the upper-left quadrant shows 
the percentage of ACD calls answered within the Acceptable 
Service Level and the percentage of ACD calls answered outside 
this level. The numerical value represented by each pie piece is 
shown inside the pie chart, and the boxes to the right of each graph 
are a legend.
•The three-dimensional pie charts on the right side of the report show 
the Percentage Answered Distribution (upper right quadrant) and 
the Percentage Abandoned Distribution (lower right quadrant) for 
each service level increment. The numerical value represented by 
each pie piece is shown inside the pie chart.
•The horizontal bar chart in the lower-left quadrant shows the actual 
number of ACD calls answered within each service interval. The 
horizontal axis represents the number of calls answered or 
abandoned. The vertical axis represents the customers service 
intervals. For each of these intervals, two horizontal bars are 
displayed. One bar shows the number of answered ACD calls, and 
the other bar shows the number of abandoned calls.
•The number displayed for each service interval is the upper limit of 
the interval. For example, if the first two intervals are 5 and 10, the 
first data point on the graph indicates the number of calls answered/
abandoned within 0-5 seconds, the second data point indicates the 
number of calls answered/abandoned within 6-10 seconds.
•Other chart styles are available and can be changed.
•The database items for the Split/Skill Call Profile report are stored in 
the dsplit table.
•This report is only available through the CentreVu Supervisor 
interface.
•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. 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Call Profile Report4-71
Split/Skill Graphical Call
Profile report exampleThe following figure provides an example of a Split/Skill Graphical Call 
Profile report. 
Split/Skill Graphical 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:  The day for which the report was run (selected in 
the report input window). ROW_DATE 
ACD Calls: The number of calls answered within the split/skill 
for that day. ACDCALLS 
Service Level The number of seconds defined by the customer 
as acceptable for answering calls. SERVICELEVEL
Split/Skill: The name or number of the split/skill. syn(  SPLIT) 
Aban Calls: The number of split/skill calls abandoned for that 
day. ABNCALLS  
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Call Profile Report4-72
Acceptable 
Service 
Changed:Shows whether or not the acceptable service 
level was changed. A YES appears if the 
acceptable service level changed during the 
period covered by the report. Otherwise, a NO 
appears.syn(  SVCLEVELCHG)
Service Intervals 
Changed:A YES appears if service intervals were 
changed during the period covered by the report.syn(  PERIODCHG)
Service Interval 
Calls AnsweredPercentage of split/skill ACD calls that were 
answered by an agent within the predefined 
acceptable service level. Calls to the split/skill 
include abandoned calls, calls not answered, and 
outbound ACD calls placed by an adjunct (for 
example, outbound predictive dialing—Generic 3 
switches with the ASAI feature). Calls that were 
not answered may include forced busy calls, 
forced disconnect calls, calls redirected to 
another destination, and calls queued to more 
than one split and answered in another split/skill. 
For Generic 3 switches, Percent Within Service 
Level does not include direct agent calls.< 
Service Interval 
Answers and 
Abandons Percentage of split/skill ACD calls that were 
answered by an agent within the predefined 
acceptable service level. Calls to the split/skill 
include abandoned calls, calls not answered, and 
outbound ACD calls placed by an adjunct. 
Outbound predictive dialing—Generic 3 switches 
with the ASAI feature only. Calls that were not 
answered may include forced busy calls, forced 
disconnect calls, calls redirected to another 
destination, and calls queued to more than one 
split and answered in another split/skill. For 
Generic 3 switches, Percent Within Service Level 
does not include direct agent calls.< 
% Answered 
DistributionGraphically displays the distribution of all of the 
incoming calls that were answered within each of 
the defined service levels. ACDCALLS1-10
% Abandoned 
DistributionGraphically displays the distribution of all of the 
incoming calls that were abandoned within each 
of the defined service levels. ABNCALLS1-10 Report Heading Description Database Item, Calculation, or