Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
General Information About VDN Reports4-143
VDN report selector
windowThe following figure is an example of the VDN Reports selector window. 
The reports are explained in the same order as listed in the window. 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
VDN Report Input Fields4-144
.........................................................................................................................................................................................................................................................VDN Report Input Fields
VDN report input fieldsThe following table describes the input fields on historical VDN 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. You 
will generally select a VDN to run the report. 
All possible fields on this window are described here:
Field Definition
VDN:  Enter the name or number of the VDN you want to include in the 
report.
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).
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).
•Select the information from the pull-down list of previously used items. 
During each CMS session, Supervisorrecalls the items you have 
selected for each input field. You can use the pull-down list to select an 
item for the input field.
•Use the Browse button to view all available items for the input field, and 
then select a item(s) for the input field. When you select the Browse 
button, a window opens that lets you select items for the input 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
VDN Busy Hour Report4-145
.........................................................................................................................................................................................................................................................VDN Busy Hour Report 
OverviewThe VDN Busy Hour report shows call handling data for the busiest hour 
in the selected day for each selected VDN.
The busiest hour is the set of contiguous intervals, totaling an hour, that 
had the highest number of incoming calls for the VDN. For example, if 
your system stores data in 15-minute intervals, the busiest hour might be 
the four intervals from 10:15 a.m. to 11:15 a.m. or the four intervals from 
4:30 p.m. to 5:30 p.m.
Things to know about
this reportHere are some things to know about this report:
•The Calls Offered report item includes all calls that entered the 
VDN.
•The VDN Busy Hour report is available in interval version only.
•The database items used in the VDN Busy Hour are stored in the  
hvdn (interval) table.
•This report uses the VDN report input window. Select a VDN that 
you want to view on the report. See 
VDN Report Input Fields (4-144) 
for more information.
VDN Busy Hour report
exampleThe following figure provides an example of the VDN Busy Hour report.   
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
VDN Busy Hour Report4-146
VDN 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 
ACD  ACD associated with the VDNs in the report. This ACD 
is always the current ACD.syn(ACD)  
VDN Name Number or name of each VDN for which the report 
shows data (selected in the report input window).syn(  VDN)
Busy Hour Busiest hour is the set of contiguous intervals totaling 
an hour that had the highest number of completed 
incoming calls to the associated VDN. BH_STARTTIME
Inbound Calls Number of calls to the VDN that were completed in the 
busy hour. BH_VDNCALLS
ACD Calls Number of calls to the VDN completed during the busy 
hour that were answered by an agent as split/skill or 
direct agent calls. BH_ACDCALLS
Avg ACD Time Average time that agents spent talking to callers on 
split/skill and direct agent ACD calls that completed 
during the busy hour to the VDN. This does not include 
HOLDTIME. BH_ACDTIME/  
BH_ACDCALLS
Aban Calls Number of calls to the VDN that were abandoned 
during the busy hour. BH_ABNCALLS
Forced Busy Calls Number of calls that received a forced busy signal 
while being processed by the VDN (in the busy hour). BH_BUSYCALLS
Forced Disc Calls Number of calls that received a forced disconnect 
while being processed by the VDN (in the busy hour). BH_DISCCALLS
Other Calls Number of calls that connected to a non-ACD 
destination while being processed by the VDN (in the 
busy hour). BH_OTHERCALLS -  
BH_BUSYCALLS -  
BH_DISCCALLS 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
VDN Call Profile Report4-147
.........................................................................................................................................................................................................................................................VDN Call Profile Report 
OverviewThe VDN Call Profile report displays the numbers of answered/ 
connected and abandoned calls within each of the administered service 
level increments for the VDN during the selected time period. The VDN 
Call Profile report also displays the acceptable service level administered 
for the VDN and the percentage of calls completed during the reporting 
period that were answered/connected within that service level.
Because this report shows you how long it takes for calls to be answered 
or abandoned, you can determine how long callers are willing to wait for 
agents before hanging up. With this information, you can determine the 
answering speed required to reduce the number of abandoned calls.
Things to know about
this reportHere are some things to know about this report:
•The VDN Call Profile report is available only if the Vectoring feature 
has been purchased and authorized for you to use.
•Each of the ten columns represents a progressively longer wait time. 
For example, the first column shows calls answered/connected in 
less than or equal to PERIOD1 seconds, the second column shows 
calls answered/connected in less than or equal to PERIOD2 
seconds, but greater than PERIOD1 seconds, and so on.
•Calls receiving a forced busy or disconnect and calls that outflow 
(for example, routed to another VDN) are not considered in the VDN 
Call Profile report.
•The VDN Call Profile report is available in daily, weekly, and monthly 
versions.
•The database items used in the VDN Call Profile report are stored in 
the  dvdn (daily),  wvdn (weekly), and   mvdn (monthly) tables.
•This report uses the VDN report input window. Select a VDN that 
you want to view on the report. See 
VDN Report Input Fields (4-144) 
for more information.
Prerequisite system
administrationYou must define your acceptable service level and service level 
increments for this VDN in the VDN Call Profile Setup window. If you do 
not define your service level and increments, zero (0) is used for all 
increments, and all calls appear in the first increment. See Chapter 7, 
Call Center Administration in the 
CentreVu Call Management System 
Release 3 Version 8 Administration 585-210-910
 document for more 
information. 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
VDN Call Profile Report4-148
VDN Call Profile report
exampleThe following figure provides an example of the VDN Call Profile report.
VDN Call Profile 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 
VDN  Number or name of the VDN for which the report 
shows data (selected in the report input window).syn(  VDN)
ACD  ACD name or number for which the report was run. syn(  ACD)
% Within Service 
LevelPercentage of incoming calls to the VDN that were 
answered by a measured agent or connected to a 
non-ACD destination within the service level (as 
specified in the VDN Call Profile Setup window).100*(sum(  ACCEPTABLE)/ 
sum(  INCALLS)), 

Service Intervals 
ChangedIndication (YES/NO) as to whether the call profile 
increments (in the VDN Call Profile window) were 
changed within the time frame of the report.syn(YES_NO)   
Acceptable 
Service ChangedIndication (YES/NO) as to whether the acceptable 
service level (in the VDN Call Profile Setup 
window) was changed within the time frame of the 
report. syn(YES_NO) 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
VDN Call Profile Report4-149
Seconds Lower and upper limits in seconds of each service 
level increment (as defined in the VDN Call Profile 
Setup window). These increments represent 
progressively longer wait time segments in which 
calls may be answered by a measured agent, 
connected to a non-ACD destination, or 
abandoned. PERIOD1-9
ACD+Conn Calls Number of calls that, while carried by this VDN, 
were answered by a measured agent or were 
connected to a non-ACD destination within each of 
the service level increments. With 
DEFINITY ECS 
Generic 3 switches, connected means calls 
answered at a non-ACD destination. sum(  ANSCONNCALLS1), 
sum(  ANSCONNCALLS2), 
through 
sum(ANSCONNCALLS10)
Aban Calls Number of incoming calls to the VDN that hung up 
before they could be answered within each of the 
service level increments.sum(  ABNCALLS1), sum(  
ABNCALLS2), through 
sum(ABNCALLS10)
ACD+Conn Calls 
(total)Number of calls that, while being carried by this 
VDN, were answered by an agent or were 
connected (to a non-ACD destination). With 
DEFINITY ECS Generic 3 switches, connected 
means calls answered at a non-ACD destination. sum(  ACDCALLS +  
CONNECTCALLS)
Avg Speed of 
Ans+ConnAverage time, in minutes and seconds, that calls 
completed in this interval waited before they were 
answered by an agent or were connected (to a 
non-ACD destination). This average includes direct 
agent calls (Generic 3 switches only). With 
DEFINITY ECS Generic 3 switches, connected 
means calls answered at a non-ACD destination. sum(  ANSTIME +  
CONNECTTIME) / sum
(  ACDCALLS +  
CONNECTCALLS)
% Ans+Conn Percentage of calls to the VDN answered by a 
measured agent or connected to a non-ACD 
destination within the service level. With 
DEFINITY 
ECS Generic 3 switches, connected means calls 
answered at a non-ACD destination. 100*(sum(  ACDCALLS +  
CONNECTCALLS) / sum(  
INCALLS)), 

Aban Calls Number of calls that were abandoned while being 
carried by the VDN.sum(  ABNCALLS)
Avg Aban Time Average time that calls waited before the callers 
abandoned them.sum(  ABNTIME)/ sum(  
ABNCALLS), 
 Report Heading Description Database Item, 
Calculation, or 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
VDN Call Profile Report4-150
% Aban Percentage of calls that abandoned while carried 
by this VDN.100*(sum(  ABNCALLS) / 
sum(  INCALLS)), 
 Report Heading Description Database Item, 
Calculation, or 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
VDN Graphical Busy/Abandon/Disconnect Comparison Report4-151
.........................................................................................................................................................................................................................................................VDN Graphical Busy/Abandon/Disconnect Comparison Report
OverviewThis report shows the percent of busy, abandon, and disconnect for 
summarized VDNs in one ACD for the date you specify.
Things to know about
this reportHere are some things to know about this report:
•The selected ACD is displayed at the bottom right of the report.
•A legend on the right side of the report shows the color scheme for 
% Busy, % Abandon, and % Disconnect.
•% Busy refers to the percentage of the total calls that are busy for all 
VDNs on the ACD.
•% Abandon refers to the percentage of the total calls that 
abandoned for all VDNs on the ACD.
•% Disconnnect refers to the percentage of the total calls that are 
disconnected for all VDNs on the ACD.
•The chart type can be changed. See Chapter 2, “Using Reports”, for 
more information.
•The database items are stored in the dvdn (daily) table.
•This report is only available through the CentreVu Supervisor 
interface.
•This report uses the VDN report input window. Select a VDN that 
you want to view on the report. See 
VDN Report Input Fields (4-144) 
for more information.
•This report is only available for DEFINITY R8 ACDs. 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
VDN Graphical Busy/Abandon/Disconnect Comparison Report4-152
VDN Graphical Busy/
Abandon/Disconnect
Comparison report
exampleThe following figure provides an example of the VDN Graphical Call 
Profile report.