Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

							  Introduction CentreVu®  Supervisor Version 8 Reports
Overview1-5
Interactions with switch
featuresSee the 
CentreVu® Call Management System R3V8 Database Items and 
Calculations
 (585-210-939) document or the CentreVu Call Management 
System R3V8 Administration (585-210-910)
 document for the 
interactions with switch features.
How 
CentreVu CMS
tracks ACD dataUsing the data in the real-time and historical databases, CentreVu CMS 
can generate standard reports which allow you to track your call centers 
activities. 
CentreVu CMS tracks the various agent, split/skill, trunk, trunk 
group, vector, and VDN activities at different points in the call process. 
See Chapter 1 in the 
CentreVu Call Management System R3V8 
Administration (585-210-910) document for more information. 
						

							  Introduction CentreVu®  Supervisor Version 8 Reports
Things to Know About the System1-6
Things to Know About the System
.........................................................................................................................................................................................................................................................Overview
PurposeThis section introduces concepts and requirements that are relevant to 
reports.
OrganizationThis section contains the following information:
•Terminology
•Prerequisite system administration
•Relationship to other subsystems 
						

							  Introduction CentreVu®  Supervisor Version 8 Reports
Terminology1-7
.........................................................................................................................................................................................................................................................Terminology
OverviewThe following terms are used throughout this book. For additional 
CentreVu CMS terms, see the Glossary.
Terms Current Interval  
The current intrahour interval which can be 15, 30, 
or 60 minutes. The current interval is part of the real-time 
database.
Custom Reports  See the CentreVu CMS R3V5 Custom Reports 
document, Lucent Technologies (585-215-822), Issue 2, for more 
information.
Designer Reports  Real-time or historical reports that have been 
customized from existing reports or designed according to your 
needs from Report Wizard or Report Designer. See the 
CentreVu 
Version 8 Report Designer (585-210-930) document for more 
information.
Daily Data  Interval data that have been converted to a 1-day 
summary.
Exception Reports  Display occurrences of unusual call-handling 
events.
Historical Database  Contains intrahour records for up to 62 days in 
the past, daily records for up to 5 years in the past, and weekly or 
monthly records for up to 10 years for each 
CentreVu CMS-
measured agent, split/skill, trunk, trunk group, vector, and Vector 
Directory Number (VDN).
Historical Reports  Display past Automatic Call Distribution (ACD) 
data for various agent, split/skill, trunk, trunk group, vector, or VDN 
activities.
Integrated Reports  Compile call center information from a 
specified start time in the past 24 hours up to and including the 
current interval. 
						

							  Introduction CentreVu®  Supervisor Version 8 Reports
Terminology1-8
Monthly Data  Daily data that have been converted to a monthly 
summary.
Multiuser Mode  Any administered CentreVu CMS user can log into  
CentreVu CMS. Data continues to be collected if data collection is 
“on.”
Previous Interval  One intrahour interval. At the end of each 
intrahour interval, the contents of the current intrahour interval are 
copied to the previous intrahour interval portion of the real-time 
database.
Real-Time Database  Current and previous intrahour data on each 
CentreVu CMS-measured agent, split/skill, trunk, trunk group, 
vector, and VDN.
Real-Time Reports  Display current ACD call activity on agents, 
splits/skills, trunks, trunk groups, vectors, and VDNs.
Single-User Mode  Only one person can log into CentreVu CMS. 
Data continues to be collected if data collection is “on.” This mode 
is required to change some 
CentreVu CMS administration.
Subsystem  Each CentreVu Supervisor Controller selection. For 
example, Reports is referred to as a subsystem.
Weekly Data  Daily data that has been converted to a weekly 
summary. 
						

							  Introduction CentreVu®  Supervisor Version 8 Reports
Prerequisite System Administration1-9
.........................................................................................................................................................................................................................................................Prerequisite System Administration
OverviewThe following system administration must be performed before you can 
fully use the real-time and historical reports subsystem.
DictionaryIf you want names to appear on split/skill, trunk group, agent group, ACD, 
call work code, VDN, and vector reports, the names must first be entered 
in the Dictionary subsystem. If names are not assigned in the Dictionary 
subsystem, numbers appear as the default.
Call Center
AdministrationTo get Split/Skill Call Profile or VDN Call Profile reports, you must first 
define your acceptable service level and service level increments for the 
split(s)/skill(s) and VDN(s) in the Split/Skill Call Profile Setup and VDN 
Call Profile Setup window in the Call Center Administration subsystem.
To get an Agent Trace report, you must first start collecting agent trace 
data.
See the “Call Center Administration” chapter of the 
CentreVu® CMS 
R3V8 Administration 
(585-210-910) document for more information on 
setting call profiles and activating agent traces.
User PermissionsFor a report to display data, you must have read permission for the split/
skill, trunk group, ACD, vector, or VDN. For example, if you have read 
permission for Splits 1, 2, and 4, and try to run a report on Splits 1, 4, and 
5, you receive data for Splits 1 and 4 but not for Split 5, because you do 
not have read permission for that split.
For more information, see the “User Permissions” chapter of the 
CentreVu® CMS R3V8 Administration (585-210-910) document.
System SetupYou need to specify how much of the data to save for later use by 
historical reports.
For more information, see the “System Setup” chapter of the 
CentreVu® 
CMS R3V8 Administration (585-210-910) document. 
						

							  Introduction CentreVu®  Supervisor Version 8 Reports
Relationships to Other Subsystems1-10
.........................................................................................................................................................................................................................................................Relationships to Other Subsystems
OverviewReal-Time reports have the following relationships to other CentreVu 
CMS subsystems.
TimetableYou cannot put a real-time report on a timetable. You can use shortcuts to 
display real-time reports. Scripting is used in R3V8 Supervisor. You must 
use the CMS terminal to use Timetable.
See Appendix D, “Timetable,” in the 
CentreVu® CMS R3V8 
Administration 
(585-210-910) document.
CMSIf you cancel a report in 
CentreVu Supervisor, the data requests for the 
report do not cancel in CMS. Therefore, the report continues to run on the 
CMS side, even though it is canceled in 
CentreVu Supervisor. Until the 
data requests clear, 
CentreVu Supervisor and CMS may slow down as a 
result.
DictionaryFor split/skill, VDN, vector, and ACD names to appear on reports, names 
must be defined and entered in the Dictionary subsystem.
See Chapter 6, “Dictionary,” in the 
CentreVu® CMS R3V8 Administration 
(585-210-910) document.
ExceptionsWhen an exception occurs, 
CentreVu CMS notifies you in three ways:
•The terminal beeps unless you have disabled the beep through the 
Supervisor Controller.
•You can see information about exception conditions by looking at 
appropriate Real-Time reports.
•The Commands: Exceptions menu item in CentreVu Supervisor 
allows you to view a running count of exceptions for Real-Time, 
Agents, Splits/Skills, VDNs, Vectors, and Trunk Groups. To be 
notified of these exceptions, you must have exception permission 
turned on for the specific split/skill, trunk group, ACD, VDN, and 
vector. Exception permissions are assigned through the 
CentreVu 
Supervisor Tools: User Permissions menu item.
•The exception is entered in the real-time exceptions log.
For more information, see the “Exceptions” and “User Permissions” 
chapters of the 
CentreVu® CMS R3V8 Administration (585-210-910) 
document.
ScriptingThe Scripting feature lets you create a script to run a specified report or 
run a report and export the data on schedule. The scripts require a 
customer-provided scheduler to be run at a later time.
For more information on the Scripting feature, see Chapter 3, “Scripting,” 
in the 
CentreVu® CMS R3V8 Administration (585-210-910) document. 
						

							  Introduction CentreVu®  Supervisor Version 8 Reports
Relationships to Other Subsystems1-11
User PermissionsThe default real-time and integrated reports refresh rate is determined by 
your CMS System Administrator. The administrator then assigns each 
user a minimum refresh rate through the 
CentreVu Supervisor User 
Permissions menu item. If you enter a refresh rate that is less than your 
administrator-assigned refresh rate, an error message displays.
For more information, see the “User Permissions” chapter of the 
CentreVu® CMS R3V8 Administration (585-210-910) document. 
						

							  Introduction CentreVu®  Supervisor Version 8 Reports
Things to Know About CentreVu Supervisor Reports1-12
Things to Know About CentreVu 
Supervisor Reports
.........................................................................................................................................................................................................................................................Overview
PurposeThis section describes things to know about all CentreVu Supervisor 
reports.
OrganizationThis section contains the following topics:
•Agent and Trunk States
•Refresh Rate for Real-Time and Integrated Reports
•Current Interval
•Service Level Increments for Call Profile Reports
•Items That Can Affect Real-Time and Integrated Report Data 
						

							  Introduction CentreVu®  Supervisor Version 8 Reports
Agent and Trunk States1-13
.........................................................................................................................................................................................................................................................Agent and Trunk States
OverviewStatus changes of all ACD data (for splits/skills, trunk groups, vectors, 
VDNs, agents, and trunks) are sent from the switch. As a result, the 
states of agent extensions and trunks are what all other data are based 
on. Agent states appear on real-time reports as 
CentreVu CMS records 
the current status of the ACD, and trunk states appear on the 
CentreVu 
CMS real-time trunk report. The following list of agent states includes the 
default agent states. The names can be changed in the Dictionary.
Agent states ACD  
The agent logged into this extension is on a split/skill or direct 
agent call. For Generic 2.1 switches (not supported with R3V5, 
R3V6, or R3V8 CMS), the agent state is also ACD when a call is 
waiting on hold.
Available (AVAIL)  The extension is able to accept an ACD call. An 
extension is AVAIL in AUTO-IN (AI) or MANUAL-IN (MI) work 
modes any time a station does not have a call active or on hold.
After Call Work (ACW)  The agent is engaged in bookkeeping, data 
entry, or other work related to the previous call, and is not available 
to receive another call. The extension enters ACW after an ACD 
call in the MANUAL-IN mode completes. On the Enterprise 
Communications Server (ECS), the agent can select the state with 
the ACW key. If the agent presses the ACW button while on an 
ACD call, then the agent goes into ACW mode when the call is 
released. This ACW time is tracked as call-associated ACW. If the 
agent presses the ACW button while the agent is not on an ACD 
call, then the agent will be placed into the ACW mode, but this 
ACW will not be tracked as call-associated ACW. An agents time 
in ACW includes time an agent is on incoming or outgoing calls 
while in ACW, as well as time in ACW when the agent is not 
connected to any calls. 
						

							  Introduction CentreVu®  Supervisor Version 8 Reports
Agent and Trunk States1-14
Auxiliary Work (AUX)  The agent is engaged in non-ACD work, is 
on break, in a meeting, at lunch, and so on. The agent presses the 
AUX WORK key when the agent wants 
CentreVu CMS to recognize 
the extension as staffed, but does not want the ACD to distribute 
calls to the voice terminal. An agents time in AUX includes time an 
agent is on incoming or outgoing calls while in AUX, as well as time 
in AUX when the agent is not connected to any calls. Agents also 
accrue AUX time when they make or receive extension calls from 
AUTO-IN or MANUAL-IN mode. Reason codes describe the 
reasons you are in the AUX work mode (for example, you are on 
break).
Direct Agent ACD (DACD)  The agent is on a direct agent ACD call.
Direct Agent ACW (DACW)  The agent is in the after call work state 
for a direct agent ACD call.
OTHER  The agent is doing other work. This may represent that an 
agent is in multiple splits or with multiple skills and is doing work for 
a split or skill other than this one, or that the agent has put a call on 
hold, or that the agent is dialing to place a call or activate a feature.
UNKNOWN  CentreVu CMS does not recognize the current state. 
UNKNOWN remains until the condition is cleared (corrected) and/
or the agent completes the current ACD call and any associated 
ACW, or a current agent state message is sent to 
CentreVu CMS 
from the switch.
UNSTAF Unstaffed  The agent is not logged in and is not being 
tracked by 
CentreVu CMS.
RINGING  The time a call rings at an agents voice terminal after 
leaving the queue and before the agent answers the call. With this 
state, you can actually determine how long a call rings before an 
agent answers, and thereby determine the actual time a caller 
waits in queue and waits while the call is ringing to better analyze 
your call centers performance.