Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

							  Introduction CentreVu®  Supervisor Version 8 Reports
Agent and Trunk States1-15
Trunk states IDLE  
The trunk is waiting for a call.
CONN  The caller and agent are connected on a call.
QUEUED  An ACD call has seized a trunk and is queued to a split 
or skill waiting for an agent to answer.
SEIZED  A call is using the trunk, either incoming or outgoing.
MBUSY  The trunk is maintenance busy, or out of service for 
maintenance purposes.
HOLD  The agent has put the caller on this trunk on hold.
UNKNOWN  CentreVu CMS does not recognize the state of the 
trunk.
DABN  The caller abandoned the call. The trunk quickly goes to 
idle.
FBUSY  Forced busy. The caller receives forced busy signal if you 
have an ECS or Generic 2 switch with Call Vectoring. For the ECS, 
you can receive busy calls if there is no call in queue for the split 
and no agents are available.
FDISC  The caller receives a forced disconnect. This appears only 
if you have the Vectoring feature.
RINGING  A call is ringing at the agents voice terminal. 
						

							  Introduction CentreVu®  Supervisor Version 8 Reports
Refresh Rate for Real-Time and Integrated Reports1-16
.........................................................................................................................................................................................................................................................Refresh Rate for Real-Time and Integrated Reports
OverviewWhen you order a real-time or integrated report, you must specify a 
refresh rate for the report. This rate determines how often the report is 
updated to display new data.
Fastest allowable refresh
rateYour fastest allowable refresh rate is defined in the User Permissions—
User Data window as minimum refresh rate; see “User Permissions” in 
the 
CentreVu® CMS R3V8 Administration (585-210-910) document. For 
any user, the fastest rate that may be defined is every 3 seconds. 
However, the actual speed at which a report refreshes may be slower 
than the defined speed, since the number of active terminals, the number 
of active windows, and the number of real-time reports can have an 
impact on refresh rates.
Default refresh rateThe default refresh rate when you bring up the report input window is 
your minimum refresh rate (defined by the CMS System Administrator) 
plus 15 seconds. You can change the refresh rate from the default at any 
time, with the minimum allowable refresh rate being three seconds. The 
minimum default refresh rate when a report is run as a script is user-
defined.
Shortest refresh rateIf you want to calculate the shortest refresh rates you can get in 
CentreVu 
CMS real-time reports for your configuration, go to the cmsadm Menu. 
The Real-Time Refresh program calculates the best (shortest) refresh 
rates you can get in 
CentreVu CMS reports.
Historical Data in
Integrated ReportsOnce the historical CMS database is queried for an integrated report, the 
historical data in the report will not refresh unless you request the report 
again. The real-time data will continue to refresh at the end of each 
interval. Therefore, to see new historical data on an integrated report, you 
must request the report again to update the data. 
						

							  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Overview2-1
2 Using CentreVu Supervisor Reports
.........................................................................................................................................................................................................................................................Overview
PurposeThis chapter gives you general information about how to use CentreVu 
Supervisor reports. 
CentreVu Supervisor reports display, report, and 
summarize the performance of any measured subset of the Automatic Call 
Directory (ACD), including agents, splits/skills, trunks/trunk groups, Vector 
Directory Numbers (VDNs), and vectors.
How to access
reportsNo matter where you run a report from, the way you select, run, edit, and 
view a report is the same.
You will find reports available under the following menus and tabs:
•Commands | Reports | Real-Time, Historical, or Integrated tab
•Commands | Dictionary | Reports tab
•Commands | Exceptions | Reports tab
•Commands | Agent Administration | Reports tab
•Commands | Call Center Administration | Reports tab
•Tools | Maintenance | Reports tab.
More information
Procedures that apply to reports that are located in a specific Command or 
Tool are located in the appropriate chapter in the 
CentreVu® CMS R3V8 
Administration 
(585-210-910) guide.
How this chapter is
organizedThe chapter is divided into the following sections:
•Selecting and running reports
•Report menu bar
•Editing and viewing reports 
						

							  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Selecting and Running Reports2-2
Selecting and Running Reports
.........................................................................................................................................................................................................................................................Overview
PurposeThis section describes how to select and run reports through CentreVu 
Supervisor.
Report DesignerIf you have Report Designer and want to easily generate a new 
customized report, select the Report Wizard button in the Controller 
toolbar.
More information
For more information about the Report Designer, see the CentreVu 
Report Designer Version 8 User Guide (585-210-930). 
						

							  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Using the Scripting feature2-3
.........................................................................................................................................................................................................................................................Using the Scripting feature
OverviewThe Scripting feature lets you create a script to run a specified report or 
run a report and export the data on schedule. The report can run in the 
current 
CentreVu Supervisor session and be displayed on the PC, or it 
can run in the background.
More information
For more information on the Scripting feature, see Chapter 3, “Scripting,” 
in the 
CentreVu® CMS R3V8 Administration (585-210-910) document.
CentreVu Supervisor
Controller toolbarThe CentreVu Supervisor Controller toolbar lets you set options for 
scripting and organizing your scripts, as follows:
•Options/Scripting — selecting the Scripting  tab in the Options 
window lets you set script execution as minimum, normal, or 
maximum. This window also lets you specify a name for the log file 
and view the contents of the log file.
•Scripts/Organize Scripts — selecting the Organize Scripts option 
from the Scripts drop-down menu displays the Organize Scripts 
window. This window displays all the logged-in users scripts and 
script folders. Using these lists, you can add a new folder, move a 
script, delete a script, or rename a script.
Report SelectorThe Report Selector window lets you create a new script, as follows:
Save as Script button—selecting this button in the Report Selector 
window displays the Save as Script dialog box, which enables you to 
create a new script for the selected report, but does not run the report. 
The script type is set to interactive and cannot be changed. 
Report output windowThe Report Output Window menu bar lets you create a new script, as 
follows:
Report/Script—selecting the Script option from the Report drop-down 
menu displays the Save as Script window (only in run mode), which 
enables you to create a new script for the selected report and run the 
report. The script can be interactive or automatic.
Script buttonsThe Script button on the Data Export window displays the Save as Script 
dialog box, which lets you create a script, export the data from the report, 
and then exit the report.
The Script button on the Save as HTML window displays the Save as 
Script dialog box, which lets you created a new script for the selected 
report, run the report, and save it in HTML format. The report will exit 
after the save is complete. 
						

							  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Selecting a Report2-4
.........................................................................................................................................................................................................................................................Selecting a Report
Displaying the Report
selector windowTo display the Report Selector window, do the following:
........................................................................................................................................................................
1In the Controller toolbar, select Commands to display the Commands 
drop-down menu.
........................................................................................................................................................................
2Select one of the following windows:
•Commands | Reports | Real-Time, Historical, or Integrated tab
•Commands | Dictionary | Reports tab
•Commands | Exceptions | Reports tab
•Commands | Agent Administration | Reports tab
•Commands | Call Center Administration | Reports tab
•Tools | Maintenance | Reports tab.
END OF STEPS.................................................................................................................................................................................
Result:
A window displays from which you can select a report.
Making selectionsIn the Select a Report window, do the following:
........................................................................................................................................................................
1Select a category from the Category box.
........................................................................................................................................................................
2Select a report from the Report box. 
						

							  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Selecting a Report2-5
........................................................................................................................................................................
3Select the ACD for which you want to run the report from the Run 
Report for ACD box.
........................................................................................................................................................................
4Select OK , or double-click on the report you want to run.
Result:  A report input window displays.
........................................................................................................................................................................
5Go to Completing the Report Input Window.
END OF STEPS................................................................................................................................................................................. 
						

							  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Running a Report2-6
.........................................................................................................................................................................................................................................................Running a Report
Types of inputThe following example shows possible types of input that might be 
required to run a report. The inputs required will vary, depending on 
which report you are running.
Completing the report
input windowFollow these steps in completing an input window:
........................................................................................................................................................................
1Verify that the correct ACD is selected. The current ACD (selected on 
the selector window) is displayed at the bottom-right of the input 
window.
If the wrong ACD is displayed, press the Cancel button and then return to 
Displaying the Report selector window (2-4) to begin the report selection 
procedure again to select the correct ACD.
........................................................................................................................................................................
2Fill in the input fields. For the Split/Skill Outbound Interval report input 
window, the input fields are: Split/Skill,  Date, and Times.
To fill in an input field, do any of the following:
•Type in the name or number of the input requested
•Use the history list (pull-down menu)
•Press the Browse button  to the right of the input field. This button 
will allow you to view all of the available inputs.  
						

							  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Running a Report2-7
........................................................................................................................................................................
3For all reports other than Commands | Reports Real-Time and 
Integrated tabs, select the report destination. Reports can be viewed 
on screen or printed on any printer to which your PC is connected.
To select the report destination, do one of the following:
•Select the View Report on Screen destination. 
•Select the Print Report on: destination and choose a printer (if you 
want to print on a printer other than the one displayed).
........................................................................................................................................................................
4Press the OK button.
Result:  The report runs.
END OF STEPS................................................................................................................................................................................. 
						

							  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
Selecting Report Run Dates2-8
.........................................................................................................................................................................................................................................................Selecting Report Run Dates
Selecting DatesWhen you run historical reports, you need to select the date or dates for 
which to run the report.
To do this, you can do any of the following:
•Type the date or date range in the Date(s): input field.
•Type a relative date (for example, -2 for two days ago).
•Select the date(s) from the history list of previously used date(s) for 
this report.
•Select the Browse button. .
Browse DateIf you press the Browse button and the input needed is a single date, the 
Browse Date window displays.
To select a specific date, use your mouse to point at a day and click. The 
day is highlighted.
If you want to choose a date that is not in the current month, use the 
arrow keys at the bottom of the window to scroll through the months.