Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Graphical Skill Overload Report5-25
Graphical Skill Overload
report descriptionThis table describes the report fields:
Report Heading Description Database Item, Calculation, or 

Split/Skill:  The name or number of the split(s)/skill(s) 
selected for the report.syn(SPLIT)
Normal The time the skill spent under all of the 
thresholds. I_NORMTIME
Overload1  The time the skill spent over threshold 1 and 
under threshold 2. I_OL1TIME
Overload2 The time the skill spent over threshold 2. I_OL2TIME 
						

							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Graphical Split/Skill View Report5-26
.........................................................................................................................................................................................................................................................Graphical Split/Skill View Report
OverviewThis report shows the status of agents in the split/skill and cumulative 
split/skill statistics.
Things to know about
this reportHere are some things to know about this report:
•Call center managers can use this report for large numbers of 
agents in one split or skill, and need split/skill status but do not want 
to consume the PC resources required to display individual agent 
status of many agents. Call center managers can use this report to 
see the totals and averages for a specific split or skill up to a certain 
point in the day.
•The database items for the Graphical Split/Skill view report are 
stored in the csplit (current interval) and hsplit (intrahour 
interval) table.
•This report uses the Split/Skill View Input Window. See Split/Skill 
Reports Selector Window and Input Fields (5-19) for input field 
definitions.
Graphical Split/Skill View
report exampleThis figure provides an example of a Graphical Split/Skill view report. 
						

							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Graphical Split/Skill View Report5-27
Graphical Split/Skill View
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.
Skill State Current state of this skill, compared to the 
administered thresholds. Requires ECS R6 or later 
with 
CentreVu Advocate. syn(SKSTATE)
AVAIL The current number of agents that are available to 
receive ACD calls in this split/skill.AVA I L A B L E
ACD The total number of agents connected to inbound 
and outbound ACD calls in each split/skill. This 
does not include direct agent calls.ONACD
ACW The current number of POSITIONS that are in after 
call work for this split/skill. This includes agents on 
ACWIN/ACWOUT calls as well as agents in ACW 
not associated with an ACD call. It does not include 
agents in ACW for direct agent ACD calls.INACW
AUX The current number of POSITIONS that are in 
auxiliary work for all splits/skills or on AUXIN/
AUXOUT calls.INAUX
RINGING The current number of POSITIONS that are in the 
“ring” state, for this split/skill. For example, the 
positions that have a split/skill or direct agent ACD 
call ring for this split/skill and are not doing 
anything else. Note: When an agent makes or 
answers an extension call while an ACD call is 
ringing, that position is no longer counted in 
AGINRING (because the agent is then on an 
AUXIN/OUT call). Agents talking on ACD calls who 
receive a forced MCH call (for Generic 3 Version 4 
switches and later) are not counted in AGINRING 
(they are counted in ONACD).AGINRING
OTHER The current number of POSITIONS that are doing 
other work.OTHER
Agents Staffed: The number of agents logged into the split/skill. STAFFED 
						

							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Graphical Split/Skill View Report5-28
% Within 
Service Level: The percentage of split/skill ACD calls that were 
answered by an agent within the predefined 
acceptable service level. Calls to the split/skill 
include abandoned calls, calls not answered, and 
outbound ACD calls placed by an adjunct (for 
example, outbound predictive dialing—Generic 3 
switches with the ASAI feature). Calls that were not 
answered may include forced busy calls, forced 
disconnect calls, calls redirected to another 
destination, and calls queued to more than one 
split and answered in another split/skill. For 
Generic 3 switches, Percent Within Service Level 
does not include direct agent calls.100*(ACCEPTABLE/ 
CALLSOFFERED); 
sum(PERCENT_SERV_
LVL_SPL); 

Calls Waiting The total number of split/skill ACD calls waiting to 
be answered. This includes calls that are in queue 
and ringing at an agent voice terminal and 
outbound ACD calls placed by an adjunct (for 
example, outbound predictive dialing—Generic 3 
switches with the ASAI feature). It does not include 
direct agent calls (Generic 3 switches only).INQUEUE + INRING
Oldest Call 
Waiting:The number of seconds that the oldest ACD call 
has waited in queue or ringing before being 
answered. This does not include direct agent calls.OLDESTCALL
Avg Speed Ans: The average time that calls waited in queue or 
ringing before an agent answered. This does not 
include direct agent calls, but it does include 
outbound ACD calls placed by an adjunct 
(outbound predictive dialing—Generic 3 with the 
ASAI feature only).ANSTIME / ACDCALLS; 

ACD Calls:  The queued ACD calls to the split/skill that were 
answered by an agent. This does not include direct 
agent calls, but it does include ACD calls placed by 
an adjunct (outbound predictive dialing—Generic 3 
with ASAI only).ACDCALLS
Avg ACD Time:  The average talk time (does not include hold time) 
for all ACD calls to this split/skill. This does not 
include direct agent calls, but it does include talk 
time of all ACD calls placed by an adjunct 
(outbound predictive dialing—Generic 3 with the 
ASAI feature only). Report Heading Description Database Item, Calculation, 
or   
						

							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Graphical Split/Skill View Report5-29
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 (Generic 3 with the ASAI feature 
only).ABNCALLS
Avg Aban Time:  The average time a caller waited before hanging 
up.ABNTIME / ABNCALLS; 
 Report Heading Description Database Item, Calculation, 
or   
						

							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
VDN Report5-30
VDN Report 
.........................................................................................................................................................................................................................................................Overview
PurposeThe CentreVu Supervisor VDN Graphical Call Handling report allows 
access to specific information on answered, abandoned, and outflow 
calls.
Organization of this
sectionThis section contains the following topics:
•General Information About the VDN Report (5-31)
•VDN Graphical Call Handling Report (5-33) 
						

							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
General Information About the VDN Report5-31
.........................................................................................................................................................................................................................................................General Information About the VDN Report
VDN Report selector
windowThe following figure is an example of the VDN report selector window. 
						

							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
General Information About the VDN Report5-32
VDN Report input fieldsThis table describes the input fields on integrated VDN Report Input 
windows. You must fill in the report input window to run the report:
Field Description
VDNs:  Enter the number(s) or name(s) (if they have been defined in the 
Dictionary) of the VDN(s) that you want to include in the report. You 
can enter a name only if it has been previously defined in the 
Dictionary subsystem.
 To complete the input field, do the following:
•Type in the information requested.
•Select the information from the pull-down list of previously used items. 
During each CMS session, Supervisor recalls 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 item(s) for the input field. When you click on the Browse 
button, a window opens that lets you select items for the input field.
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.
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. 
						

							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
VDN Graphical Call Handling Report5-33
.........................................................................................................................................................................................................................................................VDN Graphical Call Handling Report 
OverviewThis report shows, for each VDN, the cumulative number of calls that are 
answered, abandoned, and considered outflow calls. The report also 
includes the average speed of answer.
Things to know about
this reportHere are some things to know about this report:
•This report shows in chart format how many ACD calls for each 
specified VDN were answered, abandoned, or outflowed. It also 
shows the switch-based ASA.
This report consists of two charts, with a legend to the right of each.
•The top chart is a three-dimensional, horizontal, color-coded bar 
chart showing the numbers of ACD calls answered, abandoned, and 
outflowed. 
•The bottom chart is a line graph, where the Rolling ASA for each 
specified VDN is represented by each color-coded line.
•If the system is a switch that does not have the EAS feature, see the 
section, “Agent Information report,” in this chapter for details. 
•The chart type can be changed. See Chapter 2, “Using Reports”, for 
more information.
•The database items used for the VDN Graphical Call Handling 
report are stored in the cvdn (current interval) and hvdn (intrahour 
interval) tables.
•This report uses the VDN Graphical Call Handling Report Input 
Window. See 
General Information About the VDN Report (5-31) for input 
field definitions. 
						

							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
VDN Graphical Call Handling Report5-34
VDN Graphical Call
Handling report exampleThis figure provides an example of a VDN Graphical Call Handling report.
VDN Graphical Call
Handling 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.
VDN The number or name of the VDN for which the 
report shows data (selected in the report input 
window).syn(VDN)
Rolling ASA The switch-provided rolling average speed of 
answer for this VDN. This value is sent to 
CentreVu CMS whenever it changes (for 
example, when a call is answered) on the 
Generic 3 Version 4 or later switch with the call 
vectoring enhancements.ASA