Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill by Location Report4-93
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
To t a l  A C D  
CallsThe total number of ACD calls received on the skill for 
the selected date. sum (TOTAL_ACDCALLS)
Total Avg ACD 
Tim eThe total average ACD time on the skill for the selected 
date.AVG_AGENT_TALK_SUM
To t a l  A v g  
ACW TimeThe total average ACW time on the skill for the selected 
date.AVG_AGENT_ACW_TIME
To t a l  A C D  
Tim eThe total ACD time for the skill for the selected date. sum(TOTAL_I_ACD_TIME)
To t a l  A C W  
Tim eThe total ACW time for the skill for the selected date. sum(TOTAL_I_ACW_TIME)
Total Agent 
Ring TimeThe total agent ring time for the skill for the selected 
date.sum(I_RINGTIME) Report 
HeadingDescription Database Item, 
Calculation, or 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill by Location Report4-94
Total Agent 
Other TimeThe total agent other time for the skill for the selected 
date.sum(I_OTHERTIME)
Total Agent 
AUX TimeThe total agent AUX time for the skill for the selected 
date.sum(I_AUXTIME)
Total Agent 
Avail TimeThe total agent avail time for the skill for the selected 
date.sum(I_AVAILTIME)
Total Agent 
Staffed TimeThe total agent staffed time for the skill for the selected 
date.sum(I_STAFFTIME) Report 
HeadingDescription Database Item, 
Calculation, or 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Summary Report4-95
.........................................................................................................................................................................................................................................................Split/Skill Summary Report
OverviewThe Split/Skill Summary report summarizes the activity for an entire split 
or skill by time. You could use this report to analyze the overall 
performance of a split/skill or to compare two or more comparable splits/
skills.
Things to know about
this reportHere are some things to know about this report:
•For DEFINITY ECS /Generic 3 switches with vectoring, calls that 
queued to this split or skill as the second or third split/skill in the 
VDN, but the disposition of the call (answered, abandoned, 
outflowed) was recorded for another split/skill.
•Direct agent call data are not included in any of the Split/Skill 
Summary reports. Direct agent calls are considered calls to the 
agent instead of calls to the split/skill. If you wish to include direct 
agent calls as split/skill calls, you can create a Designer report using 
the agent table data.
•The Split/Skill Summary report is available in interval, daily, weekly, 
and monthly versions.
•The database items for the Split/Skill Summary 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. 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Summary Report4-96
Split/Skill Summary
report exampleThe following figure provides an example of a Split/Skill Summary report.
Split/Skill Summary
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, 
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
Avg Speed Ans The average time the completed split/skill ACD calls were 
waiting in queue and ringing before being answered by an 
agent.ANSTIME/
ACDCALLS 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Summary Report4-97
Avg Aban Time The average time the split/skill ACD calls were waiting in 
queue or ringing before abandoning.ABNTIME/
ABNCALLS 

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 application of ASAI (OCM). The 
O_ACDCALLS is the number of ACDCALLS that were 
placed by an adjunct; this is also referred to as predictive 
dialing.ACDCALLS
Avg ACD Time The average time the agents spent talking on ACD calls for 
this split/skill that completed during the interval. This average 
includes O_ACDTIME if you have OCM.ACDTIME/
ACDCALLS 

Avg ACW Time The average time the agents spent in after call work 
associated with ACD calls for this split/skill. This average 
includes O_ACWTIME if you have OCM.ACWTIME/
ACDCALLS 

Aban Calls The number of ACD calls to the split/skill that abandoned 
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
Max Delay The maximum time that a caller waited in queue and ringing 
before:
•being answered
•abandoning
•being redirected
•receiving a busy signal
•being disconnected.
The value shown in the Totals line for this column is the 
maximum of the Max Delay values shown in the individual 
intervals.MAXOCWTIME Report Heading Description Database Item, 
Calculation, or 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Summary Report4-98
Flow In The number of calls that were redirected to this split/skill 
queue from another queue. The following calls are 
considered inflows:
•For switches without vectoring, calls that intraflow from another 
splits queue to this splits queue.
•With multiple split/skill queuing ( DEFINITY ECS switches 
with vectoring), calls that queue to this split/skill as a 
nonprimary split/skill and are either answered by an agent in 
this split/skill or abandoned from ringing in this split/skill.
•For DEFINITY ECS Generic 3 Version 2 and later Generic 3 
switches, calls that ring at an agent in this split/skill and then 
requeue to the same split/skill by the “Redirection on No 
Answer to a Split/Skill” feature.
•When a call leaves a VDN (for example by routing to a 
VDN) or leaves vector processing (for example by 
routing to a split/skill), the next split/skill to which the call 
queues is not credited with an inflow.INFLOWCALLS
Flow Out The number of calls offered to this split/skill that were 
redirected to another destination.
For switches without vectoring, calls that intraflow or 
interflow to another destination are counted as outflows.
For switches with vectoring, an outflow is counted:
•If the call routes to another VDN.
•If the call routes to a number or digits.
For DEFINITY ECS switches with vectoring, an outflow is 
also counted:
•If the call queues to this split/skill as the primary split/skill and 
is redirected by the Redirection on No Answer feature (Generic 
3 Version 2 and 
DEFINITY ECS switches)
•If the call queues to a messaging split/skill
•If the call rang at an agent in this split/skill and was answered 
using call pickup
•If the call queued to this split/skill as primary and was either 
answered by an agent in a nonprimary split/skill or abandons 
from ringing at an agent in a nonprimary split/skill.
OUTFLOWCALLS Report Heading Description Database Item, 
Calculation, or 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Summary Report4-99
Extn Out Calls The number of outbound extension calls made by agents 
logged into this split/skill. 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 

 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 is 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) 

Dequeued Calls For switches with multiple split/skill queuing, the number of 
calls queued to this split/skill as a nonprimary split/skill (that 
is, this was not the first split/skill to which the call queued) for 
which the disposition (answered, outflowed, abandoned, 
busy, forced disconnect) was recorded in another split/skill. DEQUECALLS 
Avg Time to 
DequeueFor switches with multiple split/skill queuing, average time 
the dequeued calls spent queued to this split/skill before 
leaving the queue.DEQUETIME/
DEQUECALLS
% ACD Time The percentage of staffed time that agents in this split/skill 
spent on ACD calls and in after call work for this split/skill.100*(I_ACDTIME+ 
I_ACWTIME)/
I_STAFFTIME) 

% Ans Calls The percentage of calls queued to this split/skill that were 
answered by agents for this split/skill.100*(ACDCALLS/ 
CALLSOFFERED) 
 Report Heading Description Database Item, 
Calculation, or 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Summary Report4-100
Avg Pos Staff 
(Interval report 
only)The average number of positions staffed in this split/skill 
during the interval.I_STAFFTIME/ 
(INTRVL*60)
Calls Per Pos 
(Interval report 
only)The average number of calls answered by each position 
staffed during the interval. (If an agent is staffed for part of an 
interval, the calculation reports what the agent would have 
handled had the agent been staffed during the entire 
interval.)(60 * INTRVL * 
ACDCALLS)/ 
I_STAFFTIME 
 Report Heading Description Database Item, 
Calculation, or 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
System Reports4-101
System Reports
.........................................................................................................................................................................................................................................................Overview
PurposeThis section describes system reports.
OrganizationThis following topics are described:
•General Information About System Reports
•System Report Selector Window
•Graphical Maximum Delay
•Multi-ACD by Split/Skill Report
•Multi-ACD Report
•System Report 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
General Information About System Reports4-102
.........................................................................................................................................................................................................................................................General Information About System Reports
What a System report
containsCentreVu Supervisor system reports allow you to access summary data 
on a set of measured splits/skills for a particular ACD, the summary data 
over all splits/skills for a particular ACD, and the call data on similar splits/
skills for different ACDs. 
Organization of System
reportsThe following list shows how the System reports are structured in 
CentreVu Supervisor.
•Multi-ACD by Split/Skill: Daily, Weekly, Monthly
•Graphical Maximum Delay: Daily
•Multi-ACD: Daily, Weekly, Monthly
•System: Daily, Weekly, Monthly
System Report selector
windowThe following figure is an example of the System Report Selector 
window. The reports are explained in the same order as listed in the 
window.