Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
System Graphical Maximum Delay Report4-103
.........................................................................................................................................................................................................................................................System Graphical Maximum Delay Report
OverviewThe System Graphical Maximum Delay report shows the maximum delay 
for one split/skill in one or more ACDs for each day selected. You can 
compare the split/skill across ACDs and use the information to determine 
which ACD has the longest delay in answering calls.
Things to know about
this reportHere are some things to know about this report:
•You can specify one split/skill available across ACDs. 
•The System Graphical Maximum Delay report is available in a daily 
version.
•The database items used for the System Graphical Maximum Delay 
report are stored in the  dsplit (daily) tables.
•Standard multi-ACD reports can include information on up to eight 
ACDs.
•This report is only available for DEFINITY R8 ACDs.
Graphical Maximum
Delay report input
windowThe following figure provides an example of a System Graphical 
Maximum Delay input window. The report input window must be filled in 
to run the report.
 
  
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
System Graphical Maximum Delay Report4-104
System report input
fieldsThe following table describes the fields on the input window.  
Field Definition
Split/Skill: Enter the appropriate split/skill name or number 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.
Dates: (daily, weekly, monthly)  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). For the weekly and monthly versions, the report includes any 
weeks or months that begin in the range.
First through Eighth ACD:  Enter the ACD name or number that corresponds to the following 
Split(s)/Skill(s) field. 
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
System Graphical Maximum Delay Report4-105
System Graphical
Maximum Delay report
exampleThe following figure provides an example of a System Multi-ACD by Split/
Skill report. 
System Graphical
Maximum Delay 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) 
Dates  The dates for which the report ran. You can make 
these selections in the report input window. ROW_DATE  
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
System Graphical Maximum Delay Report4-106
—Max Delay — 
SecondsThe maximum time that a caller waited in queue and 
ringing before:
•Being serviced
•Abandoning
•Being redirected
•Receiving a busy signal
•Being disconnected.
The value shown in the Totals line is the maximum of 
the Max Delay values shown for the individual splits/
skills. MAXOCWTIME Report Heading Description Database Item, 
Calculation, or 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
System Multi-ACD by Split/Skill Report4-107
.........................................................................................................................................................................................................................................................System Multi-ACD by Split/Skill Report
OverviewThe System Multi-ACD by Split/Skill report displays call-handling 
information on different splits/skills for different ACDs. You can compare 
similar splits/skills in different ACDs and use the information to: 
•Determine workload
•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 list of splits/skills available for each ACD desired.
•The System Multi-ACD Report by Split/Skill report is available in 
daily, weekly, and monthly versions.
•The database items used for the System Multi-ACD by Split/Skill 
report are stored in the  dsplit (daily),  wsplit(weekly), and 
msplit (monthly) tables.
•Standard Multi-ACD reports can include information on up to eight 
ACDs. 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
System Multi-ACD by Split/Skill Report4-108
Multi-ACD by Split/Skill
report input windowThe following figure provides an example of a System Multi-ACD by Split 
Skill input window. The report input window must be filled in to run the 
report.
 
  
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
System Multi-ACD by Split/Skill Report4-109
Multi-ACD by Split/Skill
report input fieldsThe following table describes the fields on the input window.  
Field Definition
Dates: (daily, weekly, monthly)  Enter the date(s) you would like the report to cover: 
•Daily - enter the day(s).
•Weekly - enter the start date for the week(s). When you specify a date 
for a weekly report, that date must correspond to the week start day 
selected in the System Setup-Storage Intervals window. If the date and 
day do not match, the message No records found displays in the status 
line.
•Monthly - enter the first day of the month(s).
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). For the weekly and monthly versions, the report includes any 
weeks or months that begin in the range.
First through Eighth ACD:  Enter the ACD name or number 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
System Multi-ACD by Split/Skill Report4-110
System Multi-ACD by
Split/Skill report exampleThe following figure provides an example of a System Multi-ACD by Split/
Skill report. 
System Multi-ACD by
Split/Skill report
descriptionThe following table describes the report fields for the time period covered 
by the report.
Report Heading Description Database Item, 
Calculation, or 

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
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)
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  

Avg Aban Time The average time the split/skill ACD calls were 
waiting in queue or ringing before abandoning. ABNTIME/  ABNCALLS  
 
						

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System Multi-ACD by Split/Skill Report4-111
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 
(OCM) 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 ACD Time The average time the agents spent talking on ACD 
calls for this split/skill. This average time 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 time includes O_ACWTIME if you have the 
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 serviced
•Abandoning
•Being redirected
•Receiving a busy signal
•Being disconnected.
The value shown in the Totals line is the maximum of 
the Max Delay values shown for the individual splits/
skills. MAXOCWTIME Report Heading Description Database Item, 
Calculation, or 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
System Multi-ACD by Split/Skill Report4-112
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  Time The 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), 

% ACD Time The percentage of staffed time that agents for 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