Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
VDN Multi-ACD Flow Report4-163
Flow Out Number of calls that, in the specified time period, were 
routed to another destination via a route to VDN or 
external destination. It does not include calls routed to 
another vector via a go to vector step. OUTFLOWCALLS 
sum(OUTFLOWCALLS) 
(for the Totals line)
VDN Interflow Number of calls that, in the specified time period, were 
routed from this VDN to a destination outside the 
switch. This report item includes Lookahead Interflow 
calls. INTERFLOWCALLS 
sum(INTERFLOWCALLS) 
(for the Totals line)
Lookahead 
Interflow AttemptsNumber of times that, in the specified time period, the 
switch attempted to route from this VDN using the 
Lookahead Interflow feature. LOOKATTEMPTS 
sum(LOOKATTEMPTS) 
(for the Totals line)
Lookahead 
Interflow 
CompletionsNumber of calls that, in the specified time period, the 
switch successfully routed from this VDN using the 
Lookahead Interflow feature. LOOKFLOWCALLS 
sum(LOOKFLOWCALLS) 
(for the Totals line)
Adjunct Routing 
AttemptsNumber of times that, in the specified time period, a 
VDN ( 
DEFINITY ECS Generic 3 switches only) 
attempted to request routing from an adjunct. This 
report item includes unsuccessful adjunct routing 
attempts, which means the adjunct was not able, 
within the given amount of time established in the 
vector, to route the call. ADJATTEMPTS 
sum(ADJATTEMPTS) (for 
the Totals line)
Adjunct Routing 
CompletionsNumber of calls that, in the specified time period, were 
successfully routed by an adjunct via an adjunct 
routing command in a vector. This report item 
includes direct agent calls completed via the adjunct. ADJROUTED 
sum(ADJROUTED) (for 
the Totals line) Report Heading Description Database Item, 
Calculation, or 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
VDN Report4-164
.........................................................................................................................................................................................................................................................VDN Report 
OverviewThe VDN Report gives you historical information for a specified VDN and 
period of time. The interval, daily, weekly, and monthly VDN Reports 
display, for a particular VDN, various types of data that show how well 
calls to that VDN were handled.
Things to know about
this reportHere are some things to know about this report:
•This report is only available if the Vectoring feature has been 
purchased and authorized for you to use.
•If you have Expert Agent Selection (EAS), the VDN report includes 
three VDN Skill Preference columns on the right-hand side of the 
report.
•On a Generic 3 switch, the go to vector command allows the ACD 
to process calls using more than one vector, even though those calls 
remain connected to the original VDN. Thus, for a report item like 
Calls Ans in Main, the main splits in which calls are answered may 
be referenced in a vector other than the first vector to which the 
VDN is assigned.
•The VDN Report is available in interval, daily, weekly, and monthly 
versions.
•The database items used in the VDN report are stored in the   
hvdn(interval), 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.
VDN Report exampleThe following figure provides an example of the VDN report.   
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
VDN Report4-165
VDN Report descriptionThe following table describes the report fields.
Report Heading Description Database Item, 
Calculation, or 

Date, Week 
Starting, Month 
StartingDay(s), week(s), or month(s) for which the report was 
run (selected in the report input window). ROW_DATE 
VDN Name 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 that is sending calls to the VDN. syn(  ACD)
Time (for Interval 
reports only)Intrahour intervals for which the report shows data 
(selected in the report input window). STARTTIME, 
STARTTIME + INTRVL
Vector Number of the vector to which the VDN is assigned. If 
the VDN-vector association changed during the 
reporting period, two rows appear in the report for that 
period, one for each vector associated with the VDN. VECTOR 
Inbound Calls Number of calls to the VDN within the specified time 
period. Calls are counted regardless of whether they 
were answered in the VDN, were abandoned, or were 
routed to some other destination. INCALLS 
sum(INCALLS)
Flow In Number of calls that, in the specified time period, were 
redirected to this VDN via the route to VDN vector 
command. Calls are counted regardless of whether 
they were answered in the VDN, were abandoned, or 
were routed to some other destination. INFLOWCALLS 
sum(INFLOWCALLS)
ACD Calls Number of split/skill and direct agent ACD calls 
completed during the reporting period that were 
answered while carried by the VDN. This includes 
calls from queue to main, check backup, route to 
split/skill, and adjunct routing to a split/skill or direct 
agent. ACDCALLS 
sum(ACDCALLS)
Avg Speed Ans Average time, in minutes and seconds, split/skill and 
direct agent ACD calls waited before they were 
answered by an agent. ANSTIME/  ACDCALLS, 
 

Avg ACD Time Average talk time, in minutes and seconds, for split/
skill and direct agent ACD calls for this VDN. This 
does not include HOLDTIME. ACDTIME/  ACDCALLS, 
 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
VDN Report4-166
Avg ACW Time Average amount of time, in the specified time period, 
that agents spent in after-call work for split/skill and 
direct agent ACD calls to this VDN. ACWTIME/  ACDCALLS 
 

Main ACD Calls Number of calls to the VDN completed during the 
specified time period that were answered by an agent 
in a main split/skill. The calls are directed to the main 
split/skill by the queue to main vector command. This 
item does not include direct agent calls. ACDCALLS-  
BACKUPCALLS sum(  
ACDCALLS) - sum(  
BACKUPCALLS)
Backup ACD Calls Number of calls to the VDN completed during the 
specified time period that were answered by an agent 
in a backup split/skill (split/skill other than the main 
split/skill). The calls can be directed to a backup split/
skill by a check backup, messaging split/skill, or 
route to split/skill or direct agent vector command. 
This item does include direct agent calls. BACKUPCALLS 
sum(BACKUPCALLS)
Connect Calls Number of calls to the VDN that were connected to a 
non-ACD destination. With Generic 3 switches, 
connected means calls answered at a non-ACD 
destination. With the  switch, connected means calls 
rang at the non- ACD destination. CONNECTCALLS
Avg Connect  Time Average time, in minutes and seconds, that calls to the 
VDN waited before connecting to a non- ACD 
destination. 
CentreVu CMS tracks time starting from 
the moment a call connects to the VDN and ending the 
moment the call connects to the destination. With 
DEFINITY ECS/Generic 3 switches, connected 
means calls answered at a non-ACD destination. CONNECTTIME /  
CONNECTCALLS, 
 

Aban Calls Number of calls to the ACD that hung up while being 
carried by this VDN. The number of calls applies to the 
specified time period. ABNCALLS 
sum(ABNCALLS) (for the 
Totals line)
Avg Aban Time Average time, in minutes and seconds, that 
abandoned calls waited in this VDN before they were 
abandoned. This average, which applies to the 
specified time period, includes direct agent calls 
(
DEFINITY ECS/Generic 3 switches only).ABN  TIME/  
ABNCALLS, 
 
 (for the Totals 
line) Report Heading Description Database Item, 
Calculation, or 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
VDN Report4-167
% Aban The percentage of calls offered to the VDN that 
abandoned.100 * ABNCALLS/
INCALLS
Forced Busy Calls Number of calls that, for the specified time period, 
received a forced busy signal while being carried by 
the VDN. BUSYCALLS 
sum(BUSYCALLS) (for 
the Totals line)
Forced Disc Calls Number of calls that, in the specified time period, 
received a forced disconnect while being carried by 
the VDN.  DISCCALLS 
sum(DISCCALLS) (for 
the Totals line)
% Busy The percentage of total calls offered to the VDN that 
were forced busy by a vector step.100 * BUSYCALLS/
INCALLS
Flow Out Number of calls that, for the specified time period, 
were routed to another VDN or external destination via 
a route to step or adjunct routing command ( 
DEFINITY ECS/Generic 3 switches only). It does not 
include calls routed to a new vector via a go to vector 
command. OUTFLOWCALLS 
sum(OUTFLOWCALLS) 
(for the Totals line)
% Flow Out The percentage of total calls offered to the VDN that 
were directed to another VDN.100 * OUTFLOWCALLS/
INCALLS
Avg VDN Time Average time, in minutes and seconds, that calls were 
carried by the VDN, including talk time. This average, 
which applies to the specified time period, is for all 
calls, including direct agent calls ( 
DEFINITY ECS/
Generic 3 switches only), abandoned calls, 
disconnected calls, interflowed calls, and so on. INTIME/INCALLS, 
 
 (for the Totals 
line)
1st Skill Pref For switches with EAS only, the first skill assigned to 
this VDN. SKILL1
2nd Skill Pref For switches with EAS only, the second skill assigned 
to this VDN. SKILL2
3rd Skill Pref For switches with EAS only, the third skill assigned to 
this VDN. SKILL3 Report Heading Description Database Item, 
Calculation, or 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
VDN Skill Preference Report4-168
.........................................................................................................................................................................................................................................................VDN Skill Preference Report 
OverviewThe VDN Skill Preference report shows the number of calls answered, 
average talk time, and average after call work time for calls to the VDN by 
skill preference for which they were answered. The report lists 
information for the first, second, and third VDN skill preferences.
Things to know about
this reportHere are some things to know about this report:
•If the VDN skill preferences are referred to explicitly in the vector (for 
example, queue to main skill xx instead of queue to main skill 
1st), the calls answered for that skill are included in this report.
•The VDN Skill Preference report is available in interval, daily, 
weekly, and monthly versions.
•The database items used in the VDN Skill Preference report are 
stored in the  hvdn (interval),  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.
VDN Skill Preference
report exampleThe following figure provides an example of the VDN Skill Preference 
report.  
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
VDN Skill Preference Report4-169
VDN Skill Preference
report descriptionThe following table describes the report fields.
Report Heading Description Database Item, 
Calculation, or 

VDN  Name or number of the VDN for which the report was 
run.syn(VDN)
ACD  Name or number of the ACD for which the report was 
run.syn(ACD)
Date,  Week 
Starting,  Month 
StartingDates for which the report was run. For weekly and 
monthly reports, these dates are the starting dates of 
the weeks or months. ROW_DATE 
Time (for interval 
reports only)Intervals which the report covers. STARTTIME,  
STARTTIME +  INTRVL 
Vector Number of the vector to which the VDN is assigned. If 
the VDN-vector association changes during the 
reporting period, two rows will appear in the report for 
that period, one for each vector associated with the 
VDN. VECTOR 
Inbound Calls Number of inbound calls that were directed to the 
VDN. INCALLS 
sum(INCALLS)
Avg Speed Ans Average speed of answer for split/skill and direct agent 
ACD calls to the VDN that were completed during the 
reporting period. ANSTIME /  ACDCALLS 
 

Aban Calls Number of calls to the VDN during the reporting period 
that hung up before they could be answered. ABNCALLS 
sum(ABNCALLS)
Avg Aban Time Average time callers to the VDN waited before 
abandoning. ABNTIME /  ABNCALLS 
 

ACD Calls Number of skill and direct agent ACD calls to the VDN 
completed during the reporting period that were 
answered by an agent. This includes calls from queue 
to main, check backup, messaging skill, route to 
skill, and adjunct routing to a skill or direct agent.ACDCALLS 
sum(ACDCALLS) 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
VDN Skill Preference Report4-170
Avg ACD Time Average time agents spent talking on skill and direct 
agent ACD calls to this VDN that were completed 
during the reporting period. This does not include 
HOLDTIME. ACDTIME /  ACDCALLS 
 

Avg ACW Average time agents spent in after call work 
associated with skill and direct agent calls to this VDN 
that were completed during the reporting period. ACWTIME / ACDCALLS 
 

1st Skill Pref. First VDN skill assigned to this VDN.  SKILL1 
1st Skill ACD Calls Number of ACD calls to the VDN completed during the 
reporting period that were answered by an agent in the 
first VDN skill. SKILLCALLS1 
sum(SKILLCALLS1)
1st Skill Avg ACD 
TimeAverage talk time for calls to this VDN answered by 
agents in the first VDN skill preference. This does not 
include HOLDTIME. SKILLTIME1 / 
SKILLCALLS1 
sum(SKILLTIME1) / 
sum(SKILLCALLS1)
1st Skill Avg ACW Average after call work time for calls to this VDN 
answered by agents in the first VDN skill preference. SKILLACWTIME1/
SKILLCALLS1 
sum(SKILLACWTIME1) / 
sum(SKILLCALLS1)
2nd Skill Pref. Second VDN skill assigned to this VDN.  SKILL2 
2nd Skill ACD 
CallsNumber of ACD calls to the VDN completed during the 
reporting period that were answered by an agent in the 
second VDN skill preference. SKILLCALLS2 
sum(SKILLCALLS2)
2nd Skill Avg ACD 
TimeAverage talk time for calls to this VDN answered by 
agents in the second VDN skill. This does not include 
HOLDTIME. SKILLTIME2 / 
SKILLCALLS2 
sum(SKILLTIME2) / 
sum(SKILLCALLS2)
2nd Skill Avg ACW Average after call work time for calls to this VDN 
answered by agents in the second VDN skill. SKILLACWTIME2/
SKILLCALLS2 
sum(SKILLACWTIME2) / 
sum(SKILLCALLS2)
3rd Skill Pref. Third VDN skill assigned to this VDN.  SKILL3 
3rd Skill ACD Calls Number of ACD calls to the VDN completed during the 
reporting period that were answered by an agent in the 
third VDN skill. SKILLCALLS3 
sum(SKILLCALLS3) Report Heading Description Database Item, 
Calculation, or 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
VDN Skill Preference Report4-171
3rd Skill Avg ACD Average talk time for calls to this VDN answered by 
agents in the third VDN skill. This does not include 
HOLDTIME. SKILLTIME3 / 
SKILLCALLS3 
sum(SKILLTIME3) / 
sum(SKILLCALLS3) (for 
the Totals line)
3rd Skill Avg ACW Average after call work time for calls to this VDN 
answered by agents in the third VDN skill. SKILLACWTIME3/
SKILLCALLS3 
sum(SKILLACWTIME3)/
sum(SKILLCALLS3) (for 
the Totals line) Report Heading Description Database Item, 
Calculation, or 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Vector Report4-172
Vector Report
.........................................................................................................................................................................................................................................................Overview
PurposeThis section describes the vector report.
OrganizationThis section contains the following topics:
•General Information About the Vector Report
•Vector Report Selector Window
•Vector Report Input Fields
•Vector Report