Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Multi-ACD Service Level Report4-73
.........................................................................................................................................................................................................................................................Split/Skill Graphical Multi-ACD Service Level Report
OverviewThe Split/Skill Graphical Multi-ACD Service Level Report shows the 
Percent in Service Level achieved for a skill selected from one or more 
ACDs for each day. You can compare a split/skill in different ACDs and 
use the information to: 
•Determine workload
•Review Percent in Service Level for each ACD
•Evaluate call-handling performance
•Reassign agents
•Perform other ACD configuration alternatives for balancing 
workloads and/or reducing abandoned calls.
Things to know about
this reportHere are some things to know about this report:
•You can specify a single split/skill across ACDs.
•The Split/Skill Graphical Multi-ACD Service Level report is only 
available in a daily version.
•The database items used for the Split/Skill Graphical Multi-ACD 
Service Level report are stored in the  dsplit (daily) tables.
•The Split/Skill Graphical Multi-ACD Service Level report can include 
information on up to eight ACDs.
•This report is only available for DEFINITY R8 ACDs.
Split/Skill Graphical
Multi-ACD Service Level
report input windowThe following figure provides an example of a Split/Skill Graphical Multi-
ACD Service Level report input window. The report input window must be 
filled in to run the report. 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Multi-ACD Service Level Report4-74
Split/Skill Graphical
Multi-ACD Service Level
report input fieldsThe following table describes the fields on the input window.  
Field Definition
Dates: (daily)  Enter the date(s) 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).
•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).  
First through Eighth ACD:  Enter the ACD name(s) or number(s) that corresponds to the 
following Split(s)/Skill(s) field. 
First through Eighth Split(s)/
Skill(s): Enter the appropriate split/skill name(s) or number(s) 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. You can enter more than one split/ skill by using a 
semicolon (;) to separate individual entries or using a hyphen (-) for 
a range of values. 
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
Split/Skill Graphical Multi-ACD Service Level Report4-75
Split/Skill Graphical
Multi-ACD Service Level
report exampleThe following figure provides an example of a Split/Skill Graphical Multi-
ACD Service Level report. 
Split/Skill Graphical
Multi-ACD Service Level
report descriptionThe following table describes the report fields for the time period covered 
by the report.
Report Heading Description Database Item, 
Calculation, or 

ACD The ACD name or number for which the data was 
collected. syn(ACD)
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) 
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 
Seconds The seconds in Service Level for the ACD.     
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Service Level Report4-76
.........................................................................................................................................................................................................................................................Split/Skill Graphical Service Level Report
OverviewThis report shows the percentage of ACD calls answered within the 
predefined acceptable service level and the percentage of ACD calls 
abandoned for the date and split or skill you specify.
Things to know about
this reportHere are some things to know about this report:
•The chart type can be changed. See Chapter 2, “Using Reports”, for 
more information.
•Each set of vertical bars is labeled with the start time for the service 
interval. The box below the chart is a legend.
•The database items for the Split/Skill Service Level report are stored 
in the hsplit (intrahour interval) 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.
Split/Skill Graphical
Service Level report
exampleThe following figure provides an example of a Split/Skill Graphical 
Service Level report.  
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Service Level Report4-77
Split/Skill Graphical
Service Level 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 
Secs.:  Shows actual administered service level.  SERVICELEVEL
Split/Skill: The name or number of the split/skill that you are 
currently viewing.syn(SPLIT) 
Acceptable 
Service 
Changed:Shows whether or not the service level was 
changed. AYES appears if the acceptable 
service level changed during the period covered 
by the report. Otherwise, a NO appears.syn(SVCLEVELCHG)
% Within Service 
LevelPercentage of ACD calls that were answered by 
an agent within the predefined acceptable 
service level for the time period shown in the 
report. 
% Aban Calls Percentage of ACD calls that were abandoned 
for the time period shown in the report.  
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Skill Overload Report4-78
.........................................................................................................................................................................................................................................................Split/Skill Graphical Skill Overload Report
OverviewThe Graphical Skill Overload report shows how much time each skill has 
spent in normal versus overload condition for the intervals specified for a 
particular day.
If 
CentreVu Advocate is not activated, the fields of the report which 
pertain to 
CentreVu Advocate will not be populated.
Things to know about
this reportHere are some things you need to know about this report:
•You can access this report from the Historical Split/Skill Category 
selector menu.
•The Graphical Skill Overload report is available in a daily version.  
•This report displays a horizontal bar chart with a horizontal bar for 
each skill.
•If you notice a trend toward increased time in overload state, you 
may need to train or hire additional agents for that skill.
•The database items used for this report are stored in the  dsplit 
table.
•This report uses the Split/Skill Report Input Window. Select a skill 
that you want to view on the report.  See 
Split/Skill Report Input 
Fields (4-59) for more information.
Split/Skill Graphical Skill
Overload report exampleThe following figure is an example of a Graphical Skill Overload report: 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Skill Overload Report4-79
Split/Skill Graphical Skill
Overload report
descriptionThe following table describes the report fields:
Report Heading Description Database Item, Calculation, or 

Date  The day for which the report was run (selected in 
the report input window). ROW_DATE 
Split/Skill The name or number of the splits/skills selected 
for this report.syn(  SPLIT) 
Normal The time the skill spent under all of the 
thresholds.  I_NORMTIME 
Overload1 The time the skill spent over threshold 1 and 
under threshold 2. I_OL1TIME  
Overload2 The time the skill spent over threshold 2.  I_OL21TIME   
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Time Spent Report4-80
.........................................................................................................................................................................................................................................................Split/Skill Graphical Time Spent Report
OverviewThis report shows how much time the agents staffed in the specified split 
or skill spent in each work state. It also shows the composite time spent 
in the AUX work state for each of the reason codes defined for this Call 
Center.
Things to know about
this reportHere are some things to know about this report:
•Call center supervisors can use this report to estimate how much 
time agents in this split/skill spent on ACD calls, in available state, in 
ACW, in AUX, etc. for a particular day. This report enables 
supervisors to tell how much time the agents in this split/skill spent 
in AUX work state for each of the reason codes defined for this call 
center.
•This report can display a three-dimensional pie chart that shows the 
amount of time (in hours and minutes) that the agent spent in each 
work state.
•By default, the percentage is shown inside of each section of the pie 
chart.
•A legend displays a different color for each of the agent work states 
(dictionary-defined synonym for each work state).
•This report displays a three-dimensional pie chart that shows the 
reason codes for the time that the agents spent in AUX work mode.
•The percentage of AUX time (in hours and minutes) agents spent in 
AUX for each reason code is displayed inside the slice of the pie 
chart.
•A legend to the right of the pie chart shows a different color for each 
of the reason codes. This legend contains the dictionary-defined 
reason codes or numbers (if the reason codes have not been 
defined in Dictionary).
•The database items used for the Split/Skill Graphical Skill Time 
Spent report are stored in the hsplit (intrahour) and  dsplit 
(daily) tables.
•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 Time Spent Report4-81
Split/Skill Graphical Time
Spent report exampleThe following figure provides an example of a Split/Skill Graphical Skill 
Time Spent report. 
Split/Skill Graphical Skill
Time Spent report
descriptionThe following table describes the report fields for the time period covered 
by the report. 
Report Heading Description Database Item, Calculation, or 

Split/Skill: The name or number of the split/skill you are 
currently viewing.syn(  SPLIT) 
Date:  The day for which the report was run (selected in 
the report input window). ROW_DATE 
AVAIL  The time during the collection interval that 
POSITIONS were available for calls from this 
split/skill. I_AVAILTIME
ACW  The time during the collection interval that 
POSITIONS were in AUX in this split/skill. This 
includes I_AUXINTIME and I_AUXOUTTIME.   
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Graphical Time Spent Report4-82
RINGING The time during the collection interval that agents 
were in the ringing state for calls to this split/skill. 
If the agent changes work modes or answers/
makes another call instead of answering the 
ringing call, I_RINGTIME will stop accumulating. 
RINGTIME is the time that the caller spends 
ringing and is independent of agent activity. I_RINGTIME 
ACD  The time during the collection interval that 
POSITIONS were on split/skill ACD calls for this 
split/skill.  
AUX  The time during the collection interval that 
POSITIONS are in AUX in this split/skill. I_AUXTIME
OTHER  The time during the collection interval that 
POSITIONS were doing other work. I_OTHERTIME
Reason Code 0 The time during the collection interval that 
POSITIONS were in AUX for reason code 0 in 
this split/skill. This includes time on extension 
calls from this AUX state.
For switches using AUX reason codes, this 
represents the time agents spent in system 
AUX.
For switches not using AUX reason codes, 
I_AUXTIME0 is the same as I_AUXTIME. I_AUXTIME0 
Reason Code
1-9The time during the collection interval that 
POSITIONS were in AUX for each reason code 
1-9 in this skill. This includes the time on 
extension calls from each AUX state. I_AUXTIME1-9 Report Heading Description Database Item, Calculation, or