Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Outbound Report4-83
.........................................................................................................................................................................................................................................................Split/Skill Outbound Report
OverviewThe Split/Skill Outbound report displays the numbers and average talk 
times for each type of outbound call for a given split/skill. It is useful 
primarily for splits/skills that use an adjunct to deliver outbound ACD calls 
or to dial outbound extension calls.
Things to know about
this reportHere are some things to know about this report:
•This report requires the Outgoing Call Management application of 
ASAI.
•The Split/Skill Outbound report is available in interval, daily, weekly, 
and monthly versions.
•The database items for the Split/Skill Outbound report are stored in 
the hsplit (interval),  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 Outbound
report exampleThe following figure provides an example of a Split/Skill Outbound report. 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Outbound Report4-84
Split/Skill Outbound
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 that is 
selected for this report. You can make these 
selections in the report input window.syn(SPLIT)
Time (for interval 
reports only)The intrahour intervals for which the report shows 
data, as selected in the report input window.STARTTIME, 
STARTTIME+INTRVL
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
Outbound ACD 
CallsThe number of outbound ACD calls placed by an 
adjunct processor and queued to this split/skill 
and answered by agents for this split/skill.O_ACDCALLS
Avg Outbound 
ACD TimeThe average time the agents spent talking on 
outbound ACD calls placed by an adjunct for this 
split/skill.O_ACDTIME/O_ACDCALLS
Avg ACW Time 
(Outbound ACD)The average time the agents spent in after call 
work associated with outbound ACD calls placed 
by an adjunct for this split/skill.O_ACWTIME/O_ACDCALLS
Extn  Out  Calls The number of outbound extension calls made by 
agents logged into this split/skill during the period 
covered. Direct agent ACW out calls are not 
included.
For agents in multiple splits/skills, outbound AUX 
extension calls are included here if this split/skill 
is the first one that the agent logged into, unless 
the agent has an ACD call on hold. In this case 
the outbound call is recorded for the split/skill 
associated with the ACD call.ACWOUTCALLS+
AUXOUTCALLS
  
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Outbound Report4-85
Avg Extn Out 
Tim eThe average time agents in this split/skill spent 
talking on outbound extension calls.
For agents in multiple splits/skills, time spent on 
outbound AUX extension calls are included here 
if this split/skill is the first one that the agent 
logged into, unless the agent has an ACD call on 
hold. In this case the outbound call is recorded 
for the split/skill associated with the ACD call.(ACWOUTTIME+
AUXOUTTIME)/ 
(ACWOUTCALLS+
AUXOUTCALLS)
Adjunct Dialed 
Extn CallsThe number of outbound extension calls for this 
split/skill that were placed by an adjunct for an 
agent; these are also referred to as keyboard-
dialed calls.ACWOUTADJCALLS + 
AUXOUTADJCALLS Report Heading Description Database Item, Calculation, or 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Report4-86
.........................................................................................................................................................................................................................................................Split/Skill Report
OverviewThe Split/Skill Report shows the calls handled, agent time and assists, 
and transfers and holds for each agent in a split/skill. This report shows 
only the time each agent worked in this particular split/skill. An agent 
could have worked in other splits/skills during the day. 
Things to know about
this reportHere are some things to know about this report:
•The Split/Skill Report is available in daily, weekly, and monthly 
versions.
•The database items for the Split/Skill Report are stored in the  
dagent (daily), wagent (weekly), and magent (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 report exampleThe following figure provides an example of a Split/Skill report.  
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Report4-87
Split/Skill report
descriptionThe following table describes the report fields for the time period covered 
by the report.
Report 
HeadingDescription Database Item, 
Calculation, or 

Date, Week 
Starting, 
Month 
Starting:The day, week, or month for which the report ran. You 
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) 
ACD  The ACD name or number for which the data was 
collected.syn(  ACD)
Agent Name The names or login IDs of the agents that logged into the 
split/skill selected in the report input window.  syn(LOGID)
ACD Calls The number of split/skill and direct agent ACD calls 
answered by the agent that connected during interval. 
Direct agent calls are included if this is the direct agent 
skill, or the direct agent skill is not measured by  CMS and 
this is the first skill the agent logged into. This total also 
includes O_ACDCALLS if you have the Outgoing Call 
Management application on ASAI. The O_ACDCALLS is 
the number of ACDCALLS that were placed by an adjunct 
on behalf of a split/skill; this is also referred to as 
predictive dialing. ACDCALLS + 
DA_ACDCALLS, 

Avg ACD Time The average time the agent spent talking on ACD calls for 
this split/skill that completed during the period covered.
Direct agent time is included:
•if this is the direct agent skill
•if the direct agent skill is not measured by CMS and this is 
the first skill the agent logged into.
•if the Direct Agent skill is not assigned, but the agent 
receives Direct Agent calls.
This average includes O_ACDTIME if you have Outgoing 
Call Management (OCM).(  ACDTIME+  
DA_ACDTIME)/ 
(  ACDCALLS+  
DA_ACDCALLS), 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Report4-88
Avg ACW 
TimeThe average time the agent spent in ACW for ACD and 
direct agent calls for this split/skill during the time period 
covered by the report.
Direct agent calls are included:
•if this is the direct agent skill
•if the direct agent skill is not measured by CMS and this is 
the first skill the agent logged into.
•if the Direct Agent skill is not assigned, but the agent 
receives Direct Agent calls.
This average includes O_ACWTIME if you have Outgoing 
Call Management (OCM).(  ACWTIME+  
DA_ACWTIME)/ 
(ACDCALLS+  
DA_ACDCALLS), 
 
ACD Time The total time the agent spent on split/skill ACD calls for 
this split/skill during the period.
Direct agent time is included:
•if this is the direct agent skill
•if the direct agent skill is not measured by CMS and this is 
the first skill the agent logged into.
•if the Direct Agent skill is not assigned, but the agent 
receives Direct Agent calls.
 I_ACDTIME+  
I_DA_ACDTIME, 

ACW Time The total time the agent spent working in after call work 
activities for this split/skill and direct agent ACD calls 
attributed to this split/skill. I_ACWTIME+  
I_DA_ACWTIME, 

Agent Ring 
TimeThe total time split/skill and direct agent calls rang before 
the agent answered. Ring applies to 
DEFINITY ECS 
Generic 3 switches only. I_RINGTIME  Report 
HeadingDescription Database Item, 
Calculation, or 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Report4-89
Other Time The time agents spent doing other work.
For all switches other time is accumulated when:
•An agent first logs into the switch. CentreVu CMS tracks 
the agent time as other time until the switch notifies 
CentreVu  CMS of the agents state
•The link between CMS and the switch becomes 
operational. The switch notifies CMS of all agents who are 
logged in. CMS assumes these agents are in the other 
state until the switch sends it notification of each agents 
current state.
For Generic 3 switches, other time is accumulated when 
agents in Auto-In or Manual-In:
•Put any call on hold while not doing any other activity
•Dialed to place a call or to activate a feature
•Had a personal call ringing with no other activity
•Were available for other, multiple call handling skills, but 
not for this skill
•Were logged into multiple splits/skills and were doing work 
for a split/skill other than this split/skill (on an ACD call or in 
call- related ACW).
 I_OTHERTIME
AUX Time The total time the agent spent in auxiliary work for the 
split/skill. I_AUXTIME 
Avail Time The total time the agent spent waiting for an ACD call in 
the split/skill. I_AVAILTIME
Staffed Time The total time the agent was logged into the split/skill for 
the period covered. I_STAFFTIME
Assists The number of calls for which an agent requested 
supervisor assistance for the split/skill. Assists for direct 
agent calls are included here. ASSISTS 
Trans Out The number of calls transferred by this agent to another 
destination during the specified time period. For 
DEFINITY ECS Generic 3 switches, any call transferred. TRANSFERRED
Held Calls The number of calls the agent put on hold. This is any 
type of call for 
DEFINITY ECS Generic 3 switches. HOLDCALLS 
Avg Hold Time The average time callers spent on hold at the agent. This 
is any type of call for 
DEFINITY ECS Generic 3 switches. HOLDTIME/  
HOLDCALLS, 
  Report 
HeadingDescription Database Item, 
Calculation, or 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill by Location Report4-90
.........................................................................................................................................................................................................................................................Split/Skill by Location Report
OverviewThe Split/Skill by Location Report shows the calls handled, agent time, 
location ID for the agent terminal, and work, AUX, and other time for each 
agent in a split/skill. This report shows only the time each agent worked in 
this particular split/skill. An agent could have worked in other splits/skills 
during the day. This report supports the Agent Site Tracking feature, 
which must be enabled to see meaningful data on the report.
Things to know about
this reportHere are some things to know about this report:
•The Split/Skill by Location Report is available in a daily version only.
•The database items for the Split/Skill by Location Report are stored 
in the dagent (daily) 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 by Location
report exampleThe following figure provides an example of a Split/Skill by Location 
report.  
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill by Location Report4-91
Split/Skill report
descriptionThe following table describes the report fields for the time period covered 
by the report.
Report 
HeadingDescription Database Item, 
Calculation, or 

Date Starting: The day for which the report ran. You 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) 
Location IDs The location ID(s) associated with the agents. These 
IDs is not associated with the agents personally, but 
rather with the terminal the agents are 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
Agent Name The names or login IDs of the agents that logged into 
the split/skill selected in the report input window. syn(LOGID) 
Location ID The location ID 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
ACD Calls The number of split/skill and direct agent ACD calls 
answered by the agent that connected during interval. 
Direct agent calls are included if this is the direct agent 
skill, or the direct agent skill is not measured by  CMS 
and this is the first skill the agent logged into. This total 
also includes O_ACDCALLS if you have the Outgoing 
Call Management application on ASAI. The 
O_ACDCALLS is the number of ACDCALLS that were 
placed by an adjunct on behalf of a split/skill; this is also 
referred to as predictive dialing. ACDCALLS + 
DA_ACDCALLS, 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill by Location Report4-92
Avg ACD Time The average time the agent spent talking on ACD calls 
for this split/skill that completed during the period 
covered.
Direct agent time is included:
•if this is the direct agent skill
•if the direct agent skill is not measured by CMS and this 
is the first skill the agent logged into.
•if the Direct Agent skill is not assigned, but the agent 
receives Direct Agent calls.
This average includes O_ACDTIME if you have 
Outgoing Call Management (OCM).(  ACDTIME+  
DA_ACDTIME)/ (  
ACDCALLS+  
DA_ACDCALLS), 

Avg ACW 
TimeThe average time the agent spent in ACW for ACD and 
direct agent calls for this split/skill during the time 
period covered by the report.
Direct agent calls are included:
•if this is the direct agent skill
•if the direct agent skill is not measured by CMS and this 
is the first skill the agent logged into.
•if the Direct Agent skill is not assigned, but the agent 
receives Direct Agent calls.
This average includes O_ACWTIME if you have 
Outgoing Call Management (OCM).(  ACWTIME+  
DA_ACWTIME)/ (  
ACDCALLS+  
DA_ACDCALLS), 
 
ACD  Time The total time the agent spent on split/skill ACD calls for 
this split/skill during the period.
Direct agent time is included:
•if this is the direct agent skill
•if the direct agent skill is not measured by CMS and this 
is the first skill the agent logged into.
•if the Direct Agent skill is not assigned, but the agent 
receives Direct Agent calls.
 I_ACDTIME+  
I_DA_ACDTIME,  

ACW Time The total time the agent spent working in after call work 
activities for this split/skill and direct agent ACD calls 
attributed to this split/skill. I_ACWTIME+  
I_DA_ACWTIME , 

Agent Ring 
TimeThe total time split/skill and direct agent calls rang 
before the agent answered. Ring applies to  
DEFINITY 
ECS Generic 3 switches only. I_RINGTIME  Report 
HeadingDescription Database Item, 
Calculation, or