Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Agent Information Report5-15
Active Split:  When an agent is on a split or direct agent ACD 
call or in ACW, this is the split associated with the 
call or ACW. When an agent is available, in AUX 
or in OTHER, this is null (blank). When an agent 
is on an AUXIN/AUXOUT call, this is the 
OLDEST_LOGON split. When an agent is on an 
AUXIN/AUXOUT call from the available state, 
while in AUX or with an AUXIN/AUXOUT call on 
hold, this is the OLDEST_LOGON split/skill. 
When an agent is on an AUXIN call with an ACD 
call on hold, this is the OLDEST_LOGON split. 
When an agent is on an AUXOUT call with an 
ACD call on hold, this is the split associated with 
the ACD call.syn(WORKSKILL)
ACD Calls:  The queued ACD calls to the split/skill that were 
answered by an agent in the split/skill. This does 
not include direct agent calls, but it does include 
ACD calls placed by an adjunct (outbound 
predictive dialing—Generic switches with ASAI 
only).sum(ACDCALLS)
Move Pending?:  A move to a new split or skill or a change of skills 
is pending for this agent. This is available only for 
Generic 3 Version 4 and later switch releases 
with the “Move Agent While Staffed” feature.MOVEPENDING
Direct Agent 
Calls: The number of direct agent ACD calls that the 
agent answered.sum(DA_ACDCALLS)
Staffed Time:  Current number of top agents that are staffed in 
the skill.sum(TI_STAFFTIME)
AVAIL  The time since the report start time that the agent 
was in the available state for split/skill or direct 
agent ACD calls in any split/skill. TI_AVAILTIME 
is recorded for the split/skill. For non-EAS 
operation, if an agent logged into multiple splits in 
AUX mode in one split and is available for ACD 
calls in another split. The agent will accrue 
I_AVAILTIME for the split in which the agent is 
available and TI_AVAILABLE in the split logged 
into the longest.sum(TI_AVAILTIME)
ACD The time during the collection interval that the 
agent was talking on ACD calls for the SPLIT.sum(I_ACDTIME + 
I_DA_ACDTIME) Report Heading Description Database Item, Calculation, or 
 
						

							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Agent Information Report5-16
ACW The time during the collection interval that the 
agent was in after call work (ACW). This includes 
ACW for split/skill ACD calls and ACW not 
associated with the call.sum(I_ACWTIME + 
I_DA_ACWTIME)
AUX The time during the collection interval that the 
agent was in AUX in all splits/skills or on 
AUXINCALLS or AUXOUTCALLS. The “TI_” 
stands for the time that is stored only for the split 
or skill that the agent is logged into for the longest 
amount of time.sum(TI_AUXTIME)
RINGING The time during the collection interval that the 
agent had split/skill and direct agent ACD calls 
ringing. If the agent changes work modes or 
answers/makes another call instead of answering 
the ringing call, I_RINGTIME will stop 
accumulating. RINGTIME is the time the caller 
spends ringing and is independent of agent 
activity.sum(I_RINGTIME)
OTHER The time during the collection interval that the 
agent was doing other work in all splits/skills. For 
Generic 3 switches, while in Auto-in or Man-In: 
the agent put any call on hold and performed no 
further action, the agent dialed to place a call or 
to activate a feature, or an extension call rang 
with no other activity. For all switches, 
TI_OTHERTIME is collected for the time period 
after the link to the switch comes up or after the 
agent logs in and before the CMS receives 
notification of the agents state from the switch.sum(TI_OTHERTIME)
Staffed Split(s)  Split/Skill number for which data was collected. syn(SPLIT) Report Heading Description Database Item, Calculation, or 
 
						

							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Reports5-17
Split/Skill Reports 
.........................................................................................................................................................................................................................................................Overview 
PurposeCentreVu Supervisor Split/Skill reports allow access to the following 
specific information about splits and skills:
•The current status and cumulative data for one or more splits or 
skills.
•The status of agents in the split/skill and cumulative split/skill 
statistics.
•The time each specified skill has spent in normal versus overload 
conditions. 
						

							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
General Information About Split/Skill Reports5-18
.........................................................................................................................................................................................................................................................General Information About Split/Skill Reports
Organization of this
sectionThis section contains the following topics:
•Organization of Split/Skill reports (5-18)
•Split/Skill Reports Selector Window and Input Fields (5-19)
•Split/Skill Reports Selector Window and Input Fields (5-19)
•Split/Skill Comparison Report (5-21)
•Graphical Skill Overload Report (5-24)
•Graphical Split/Skill View Report (5-26)
Organization of Split/
Skill reportsThe following list shows how the Integrated Split/Skill reports are 
organized in 
CentreVu Supervisor:
•Comparison
•Graphical Skill Overload
•Graphical Split/Skill View
•Graphical Skill Overload  
						

							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Reports Selector Window and Input Fields5-19
.........................................................................................................................................................................................................................................................Split/Skill Reports Selector Window and Input Fields
Split/Skill reports
selector windowThe following figure is an example of the Split/Skill report selector 
window. The reports are explained in the same order as listed in the 
window.
Split/Skill report input
fieldsThe following describes the input fields on integrated Split/Skill report 
input windows. The report input window must be filled in to run the report. 
These fields are the same for all integrated split/skill reports:
Field Description
Splits/Skills:  Enter the appropriate split/skill name(s). Any name you want to 
appear on the report must have been previously defined and 
entered in the Dictionary subsystem.
Report Data Start Time: Enter the day and time (either in military time or with AM/PM 
specified) you want the report to start collecting data. The time 
entered (or the time adjusted to the nearest previous interval start 
time relative to the entered time) is used to populate the Report 
Data Start Time field on the report. NOTE: If no report start time is 
available, the start time will be midnight of the current day. The 
report start time must be less than 24 hours before the current time. 
						

							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Reports Selector Window and Input Fields5-20
Refresh Every  Seconds Enter the number of seconds (3 to 600) to specify how rapidly 
CentreVu CMS should update the report data. The default value for 
the Refresh rate in seconds: field in this window is your assigned 
minimum refresh rate plus 15 seconds. To find out what your 
minimum refresh rate is, or to change it, check with your 
CentreVu 
CMS administrator.
Enable Report Thresholds Check this box to turn on the thresholds for the report.
Run Minimized Check this box to minimize the report. Field Description 
						

							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Comparison Report5-21
.........................................................................................................................................................................................................................................................Split/Skill Comparison Report 
OverviewThis report shows the current status and cumulative data for one or more 
splits or skills.
Things to know about
this reportHer are some things to know about this report:
•Call center supervisors or administrators who are responsible for 
several splits/skill can use this report to see if splits/skills have 
comparable talk times, abandon rates, and average speed of 
answer figures that are comparable up until a certain point in the 
day.
•The database items for the Split/Skill Comparison report are stored 
in the csplit (current interval) and hsplit (intrahour interval) 
table.
•This report uses the Split/Skill Comparison Report Input Window. 
See 
Split/Skill Reports Selector Window and Input Fields (5-19) for input 
field definitions.
Split/Skill Comparison
report exampleThis figure provides an example of a Split/Skill Comparison report. 
						

							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Comparison Report5-22
Split/Skill Comparison
report descriptionThis table describes the report fields:
Report Heading Description Database Item, Calculation, or 

Report Data 
Start Time:The day and time that the report started 
collecting data.No database item.
Split/Skill:  The name or number of the split(s)/skill(s) 
selected for the report.syn(SPLIT)
Skill State Current state of this skill, compared to the 
administered thresholds. Requires ECS R6 or 
later with 
CentreVu Advocate. SKSTATE
Agents Staffed  The login identification of the agent. STAFFED
Calls Waiting The total number of ACD calls waiting to be 
answered for each split/skill in the report. This 
includes calls that are in queue and ringing at an 
agent voice terminal. It also includes outbound 
ACD calls placed by an adjunct (also called 
outbound predictive dialing), for the Generic 3 
with ASAI only. For the Generic 3 switches, it 
does not include direct agent calls.INQUEUE + INRING
Oldest Call 
Waiting The number of seconds that the oldest call has 
waited in queue or ringing at an agent voice 
terminal for each split/skill in the report. This does 
not include direct agent calls.OLDESTCALL
ACD Calls  The ACD calls that were queued to the split/skill 
and answered by an agent. This does not include 
direct agent calls, but it does include ACD calls 
placed by an adjunct (also called outbound 
predictive dialing), for the Generic 3 with ASAI 
only.ACDCALLS
Avg ACD Time The average talk time for all ACD calls to the 
split. This does not include hold time on direct 
agent calls, but it does include talk time of all 
outbound ACD calls placed by an adjunct (also 
called outbound predictive dialing), for the 
Generic 3 with ASAI only.ACDTIME / ACDCALLS, 
 
						

							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Split/Skill Comparison Report5-23
Aban Calls  The total number of queued calls for each split/
skill that abandoned before an agent answered. 
This includes calls that are ringing at a voice 
terminal but does not include direct agent calls. It 
also includes the number of outbound calls for 
each split/skill that abandoned at the far end 
before an agent answered. For the Generic 3 
with the ASAI feature only.ABNCALLS
Avg Aban Time  The average time a caller waited before hanging 
up.ABNTIME / ABNCALLS
Avg Speed Ans The average time calls waited in queue and 
ringing before an agent answered. This does not 
include direct agent calls, but it does include 
outbound ACD calls placed by an adjunct (also 
called outbound predictive dialing), for the 
Generic 3 with ASAI only. ANSTIME / ACDCALLS, 
 Report Heading Description Database Item, Calculation, or 
 
						

							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Graphical Skill Overload Report5-24
.........................................................................................................................................................................................................................................................Graphical Skill Overload Report 
OverviewThis report shows the amount of time each specified skill has spent in 
normal versus overload conditions from the report start time until the 
report generation time since a specified start time in the last 24 hours.
This report is available only if you have purchased the Expert Agent 
Select (EAS) feature.
Things to know about
this reportHer are some things to know about this report:
•The Graphical Skill Overload report is a vertical bar graph.
•The database items for the report are stored in the csplit (current 
interval) and hsplit (intrahour interval) table.
•This report uses the Split/Skill Comparison Report Input Window. 
See 
Split/Skill Reports Selector Window and Input Fields (5-19) for input 
field definitions.
Graphical Skill Overload
report exampleThis figure provides an example of a Graphical Skill Overload report.