Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
System Report4-123
 Extn Out Calls The number of outbound extension calls made by agents 
logged into this split/skill. The 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)  

 % 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 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Trunk/Trunk Group Reports4-124
Trunk/Trunk Group Reports
.........................................................................................................................................................................................................................................................Overview
PurposeThis section describes trunk and trunk group reports.
OrganizationThis following topics are described:
•General Information About Trunk/Trunk Group Reports
•Trunk/Trunk Group Reports Selector Window
•Trunk/Trunk Group Reports Input Fields
•Busy Hour Report
•Trunk Report
•Trunk Group Report
•Trunk Group Summary Report 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
General Information About Trunk/Trunk Group Reports4-125
.........................................................................................................................................................................................................................................................General Information About Trunk/Trunk Group Reports
What a Trunk/Trunk
Group report containsTrunk and Trunk Group reports display traffic data for a single trunk, 
summarize the incoming and outgoing traffic of every trunk in a trunk 
group for a specific time period, display the level of incoming and 
outgoing call traffic for an individual trunk group, or display the busiest 
hour of the day for each trunk group you select. 
Organization of Trunk/
Trunk Group reportsThe following list shows how the Trunk and Trunk Group reports are 
structured in 
CentreVu Supervisor.
•Busy Hour
•Trunk: Interval, Daily, Weekly, Monthly
•Trunk Group: Daily, Weekly, Monthly
•Trunk Group Summary: Interval, Daily, Weekly, Monthly
Trunk/Trunk Group
report selector windowThe following figure is an example of the Trunk/Trunk Group report 
selector window. The reports are explained in the same order as listed in 
the window. 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Trunk/Trunk Group Report Input Fields4-126
.........................................................................................................................................................................................................................................................Trunk/Trunk Group Report Input Fields
OverviewThe reports in this section use the Trunk/Trunk Group/Busy Hour Report 
Input Windows. Specific input information is included with the reports. 
The following figure shows an example of the Trunk/Trunk Group/Busy 
Hour Report input window. You must fill in the report input window to run 
the report.
Trunk Group report input
fieldsThe following table describes the input fields on historical Trunk/Trunk 
Group/Busy Hour report input windows. Not all reports use all fields; refer 
to information for the specific report you are running to determine what 
you want to view. For example, you may enter an a trunk or trunk group 
to run the report. 
All possible fields on this window are described here:
Field Definition
Trunk group: (daily, weekly, and 
monthly)Enter the appropriate trunk group name or number. See on-line help 
for the valid numerical entries for your particular switch.
Date:  Enter the date you would like the report to cover:
•A month/day/year (for example, 3/21/96).
•A minus (-) offset based on todays date (for example, -1 for yesterday).
Dates: (daily, weekly, monthly)  Enter the date(s) for the day(s) or the start date(s) for the week(s) or 
the month(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.
•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. The month start 
date must be the first day of the month. 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Trunk/Trunk Group Report Input Fields4-127
Times: (interval) Enter the time you would like the report to cover. Use any of the 
following formats:
•AM/PM (for example, 7:30AM-5:00PM)
•Military time (for example, 7:30-17:00).
•You can use a - offset based on todays date (for example, -1 for 
yesterday).
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. Field Definition 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Trunk/Trunk Group Busy Hour Report4-128
.........................................................................................................................................................................................................................................................Trunk/Trunk Group Busy Hour Report 
OverviewThe Trunk/Trunk Group Busy Hour report displays the busiest hour of the 
day for each trunk group you select. The busiest hour is calculated as a 
set of contiguous intervals that make up an hour (one 60-minute interval, 
two 30-minute intervals, or four 15-minute intervals) in which the total 
holding time for the trunks in the trunk group was the maximum for the 
day.
Things to know about
this reportHere are some things to know about this report:
•The Trunk/Trunk Group Busy Hour is available in daily version only.
•The busiest hour is calculated as a set of contiguous intervals that 
make up an hour (one 60-minute interval, two 30-minute intervals, or 
four 15-minute intervals) in which the total holding time for the trunks 
in the trunk group was the maximum for the day.
•The database items for the Trunk/Trunk Group Busy Hour report are 
stored in the  dtkgrp (daily) table.
•You cannot customize this report.
•This report uses the Trunk/Trunk Group/Busy Hour report input 
window. Select a trunk group that you want to view on the report. 
See 
Trunk/Trunk Group Report Input Fields (4-126) for more 
information. 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Trunk/Trunk Group Busy Hour Report4-129
Trunk/Trunk Group Busy
Hour report exampleThe following figure provides an example of the Trunk/Trunk Group Busy 
Hour report. 
Trunk/Trunk Group Busy
Hour report descriptionThe following table describes the report fields.
Report Heading Description Database Item, Calculation, or 

Date Day for which the report was run (selected in the 
report input window).ROW_DATE
Trunk Group 
NameTrunk group name or number for which the 
report was requested.syn(TKGRP)
Busy Hour Start time of the hour in which the trunk group 
was the busiest.BH_STARTTIME
Avg Trunk 
Holding TimeAverage holding time for all incoming and 
outgoing calls in the trunk group that completed 
during the busy hour.(BH_INTIME+BH_OUTTIME)/ 
(BH_INCALLS+BH_OUTCALLS)
Calls Carried Total number of all incoming and outgoing calls 
carried by this trunk group that completed during 
the busy hour.BH_INCALLS+BH_OUTCALLS 
Inbound Calls  Total number of all incoming calls carried by this 
trunk group that completed during the busy 
hour.BH_INCALLS 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Trunk/Trunk Group Busy Hour Report4-130
Outbound Calls  Total number of all outgoing calls carried by this 
trunk group that completed during the busy 
hour.BH_OUTCALLS
ACD Calls  Total number of all ACD calls carried by this 
trunk group and answered by an agent that 
completed during the busy hour.BH_ACDCALLS + 
BH_OACDCALLS
Aban Calls Total number of all calls abandoned by callers 
on this trunk group during the busy hour. With 
vectoring, this includes calls that were 
abandoned from vector processing. With  
DEFINITY ECS switches, this includes all calls 
carried by the trunk group that were abandoned, 
except for calls directly to unmeasured stations 
that did not go through a measured VDN or split/
skill.BH_ABNCALLS + 
BH_OABNCALLS
Other Calls Number of calls that received a busy signal, 
calls disconnected, extension calls, short calls, 
and calls of unknown disposition.BH_OTHERCALLS + 
BH_OOTHERCALLS
% All Trunks 
BusyPercentage of time during the hour that all 
trunks were busy.BH_ALLINUSETIME/36 
% Occupancy Percentage of time during the hour that trunks 
were occupied by incoming and outgoing calls.(BH_INTIME + BH_OUTTIME)/
100 Report Heading Description Database Item, Calculation, or 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Trunk Report4-131
.........................................................................................................................................................................................................................................................Trunk Report 
OverviewThe Trunk report displays call traffic data for a single trunk. With this 
report, you can review trunks in any measured trunk group.
You can use this report to verify that call traffic levels for a trunk are 
appropriate throughout the time period specified. You can also monitor 
outgoing calls made throughout the day.
Things to know about
this reportHere are some things to know about this report:
•The Trunk report is available in interval, daily, weekly, and monthly 
versions.
•The database items for the Trunk report are stored in the   
htrunk(interval),  dtrunk (daily),  wtrunk  (weekly), and  
mtrunk (monthly) tables.
•The report item Centum Call Seconds (CCS) is the number of 100-
second increments in which the trunk was busy during the intrahour 
interval. A trunk is seized while the call is both in queue and 
connected to an agent. Therefore, wait time for abandoned calls is 
figured into the CCS figures. For example, since a half-hour has 
1800 seconds, the maximum CCS for each trunk in a trunk group is 
18 CCS. Multiplying 18 CCS by the number of trunks in a trunk 
group gives you the maximum occupancy for the trunk group, which 
you can then compare with your actual CCS. If your intrahour 
interval is 15- or 60-minutes, your number will be different.
•This report uses the Trunk/Trunk Group/Busy Hour report input 
window. Select a trunk group that you want to view on the report. 
See 
Trunk/Trunk Group Report Input Fields (4-126) for more 
information. 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Trunk Report4-132
Trunk report exampleThe following figure provides an example of the Trunk report.  
Trunk report descriptionThe following table describes the report fields.
Report Heading Description Database Item, Calculation, or 

Date, Week 
Starting, Month 
StartingDay, week, or month for which the report was run 
(selected in the report input window).ROW_DATE
Trunk Group 
NameTrunk group name or number for which the report 
was requested.syn(TKGRP)
Trunk  Trunk number (physical equipment location) of 
the trunk.EQLOC
ACD ACD name or number associated with the trunk 
group.syn(ACD) 
Time (Interval 
only)Intrahour intervals for which the report shows 
data (selected in the report input window).STARTTIME, STARTTIME + 
INTRVL 
Inbound Calls  Total number of all incoming calls carried by this 
trunk that completed during the specified time 
period.INCALLS
Aban Calls  Total number of inbound calls abandoned by the 
caller during the specified time period.ABNCALLS