Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
VDN Graphical Call Handling Report5-35
Flow Out  The number of calls that were redirected to 
another VDN or off-switch destination via a “route 
to” step or “adjunct routing” command, or were 
redirected to a VDN by redirection on no answer. 
Calls in the VDN that are routed to other switch 
destinations, such as splits/skills or extensions, 
are not counted as outflows from the VDN.OUTFLOWCALLS
Aban Calls  The number of calls to the ACD during the 
reporting period that hung up while being carried 
by this VDN.ABNCALLS
ACD Calls  The 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 Report Heading Description Database Item, Calculation, or 
 
						

							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
VDN Graphical Call Handling Report5-36 
						

							  Database Items and Calculations CentreVu®  Supervisor Version 8 Reports
OverviewA-1
Appendix A: Database Items and Calculations
.........................................................................................................................................................................................................................................................Overview
PurposeFor complete descriptions of all Database items and calculations available 
with Release 3 Version 8 CMS, refer to the 
CentreVu® CMS R3V8 Database 
Items and Calculations document, 585-210-939. 
						

							  Database Items and Calculations CentreVu®  Supervisor Version 8 Reports
OverviewA-2 
						

							  Glossary CentreVu®  Supervisor Version 8 Reports
GL-1
Glossary
% Agent Occupancy with ACW
Agent occupancy, displayed as a percentage, including agent after call 
work (ACW) time as work time.
% Agent Occupancy without ACW
Agent occupancy, displayed as a percentage, not including agent 
ACW time as work time.
% Agent Group Occupancy with ACW
Agent group occupancy, displayed as a percentage, including agent 
ACW time as work time.
% Agent Group Occupancy without ACW
Agent group occupancy, displayed as a percentage, not including 
agent ACW time as work time.
% Flow Out
The percentage of inbound calls on the VDN that are directed (flowed 
out) to other VDNs.
Abandoned Call
A call in which a caller hangs up before receiving an answer from an 
agent. The call could be queued to a split or in a vector/VDN before it 
is abandoned.
Abandoned Call Search
An ACD capability that enables the system to make sure that the caller 
is on the line before passing the call to an agent.
Acceptable Service Level 
A target value set to define the acceptable amount of time for an agent 
to answer a call. Target values are normally set as objectives by 
management.
A percentage of calls answered within a set amount of time (for 
example,  80% of calls answered within 20 seconds). 
						

							  Glossary CentreVu®  Supervisor Version 8 Reports
GL-2
Access Permissions
Permissions assigned to a CMS user so that the user can access 
different subsystems in CMS or administer specific elements 
(splits/skills, trunks, vectors, etc.) of the ACD. Access permissions 
are specified as read or write permission. Read permission means 
the CMS user can access and view data (for example, run reports 
or view the Dictionary subsystem). Write permission means the 
CMS user can add, modify, or delete data and execute processes.
ACD
See Automatic Call Distribution.
ACD Call
A call that queued to a split/skill and was answered by an agent in 
that split/skill, or a call that queued as a direct agent call and was 
answered by the agent for whom it was queued.
Acknowledgment
A window that requires you to confirm an action or to acknowledge 
a system message (for example, system going down, warning, or 
fatal error for the user window). This window cannot be moved, 
sized, or scrolled and disappears only when you confirm the 
message.
Activate Agent Trace
From this window you can start CMS tracing of agent activities. 
These activities include all agent state changes until the trace is 
turned off. You must activate an agent trace to obtain an Agent 
Trace report.
Active VDN Calls
The number of calls currently active in a VDN. The G3V4 vector 
enhancement VDN Calls Routing refers to the ability to program 
a vector step according to the number of active VDN calls. The 
number of active calls is referred to as counted-calls in the vector 
step.
ACW
See After Call Work. 
						

							  Glossary CentreVu®  Supervisor Version 8 Reports
GL-3
Adjunct/Switch Applications Interface (ASAI)
An AT&T recommendation for interfacing adjuncts and 
communications systems, based on the CCITT Q.932 
specification for layer 3. ASAI supports activities such as event 
notification and call control.
After Call Work (ACW)
An agent state generally representing work related to the 
preceding ACD call. Going on-hook after an ACD call during 
MANUAL-IN operation places the call in ACW. With Generic 1 and 
Generic 3, ACW is accessible by a key on the agents set and may 
not be related to an ACD call.
Agent
A person who answers calls to an extension in an ACD split/skill. 
The agent is known to CMS by a login identification keyed into a 
voice terminal.
Agent Login ID
A 1- to 9-digit number (Generic 3) entered by an ACD agent from 
a voice terminal to activate the agent position. Agent logins are 
required for all CMS-measured ACD agents.
Agent Occupancy
The average percentage of time that you are expecting or targeting 
for each split/skill agent to spend, while logged in, on ACD calls 
and in ACW.
Agent Position(Non-EAS)
The combination of agent login ID and split the agent logged into. 
Agents logged into multiple splits have multiple positions 
associated with them. Call data are collected separately for each 
agent/split combination.
Agent Position (EAS)
The combination of agent login ID and the skills the agent is 
assigned. Data are collected for the agent by skill, so the total work 
for the agent must be summed over all skills in which the agent 
worked. 
						

							  Glossary CentreVu®  Supervisor Version 8 Reports
GL-4
Agent Role
A description of the kind of service an agent in multiple skills gives 
to one of their skills. This is a combination of call handling 
preference and skill/reserve levels.
The five roles are:
•Top: top agents logged into their highest priority skill
•Allocated: agents with percent allocation call handling 
preference administered (see the 
CentreVuÒ Advocate User 
Guide
, 585-210-927)
•Backup: agent is assigned to a skill, but not as the top skill
•Roving: an agent answers the skills calls when this skill has 
the greatest need
•Reserve: an agent who normally does not answer call for this 
skill answers calls in the skill because the skill has surpassed 
its pre-set over-threshold conditions (see the 
CentreVuÒ 
Advocate User Guide, 585-210-927)
Agent Skill
An attribute that is associated with an ACD agent. Agent Skills can 
be thought of as the ability for an agent with a particular set of skills 
to handle a call that requires one of a set of skills. An agent can be 
assigned up to 20 skills. The meaning of each Agent Skill is 
defined by the customer. Examples are the ability to speak a 
particular language or the expertise to handle a certain product.
See also Primary Skill and Secondary Skill.
Agent State
A feature of agent call handling. Agent states are the different call 
work modes an agent can be in (ACD, ACW, AVAIL, AUX, 
UNSTAFF, DACD, DACW, OTHER, UNKNOWN, RINGING). Data 
about these states is displayed in real-time and historical reports.
See the definition of each state for additional information.
Agent Terminal
The voice terminal used by a call-center agent. 
						

							  Glossary CentreVu®  Supervisor Version 8 Reports
GL-5
Agent Trace
You must start an agent trace before you can obtain an Agent 
Trace report. You can activate traces for a maximum of 25 agents 
at any one time. You can select the dates in which the trace will 
receive information. This report lists each agent activity and the 
time it occurred.The Agent Trace report can be helpful when 
evaluating how well individual agents are using their time.
AI
See Auto-In.
Algorithm
A prescribed set of well-defined rules or instructions for the 
solution of a problem; for example, the performance of a 
calculation, in a finite number of steps. Expressing an algorithm in 
a formal notation is one of the main parts of a software program.
ANI
See Automatic Number Identification.
Announcement
A recorded message that normally tells the caller what destination 
the call has reached. The announcement also often tries to 
persuade the caller to stay on the line. With Call Vectoring, 
announcements can be part of a vectors call processing. An 
announcement is assigned to a vector by entering an 
announcement number.
ASA
See Average Speed of Answer.
ASAI
See Adjunct/Switch Applications Interface.
Auto-Available Split
An ACD capability that ensures that after a power failure or a 
system restart, Voice Response Units (for example, the 
CONVERSANT
TM Voice Information System) are brought on line 
again immediately, without time-consuming reprogramming. 
						

							  Glossary CentreVu®  Supervisor Version 8 Reports
GL-6
Auto-In (AI)
An ACD work mode that makes the agent available to receive calls 
and allows the agent to receive a new ACD call immediately after 
disconnecting from the previous call.
Automatic Call Distribution (ACD)
A switch feature. Automatic Call Distribution (ACD) is software that 
channels high-volume incoming call traffic to agent groups (splits 
or skills).
Also an agent state where the extension is engaged in an ACD call 
(with the agent either talking to the caller or the call waiting on 
hold).
See also Redirect on no Answer and Auto-Available Split.
Automatic Number Identification (ANI)
A general industry term referring to knowledge of the calling party 
number (CPN). When the calling party is behind a switch, the 
number provided can be either a billing number for the switch or 
the station identification number.
AUX
See Auxiliary Work.
Auxiliary Work (AUX)
An agent state. For example, the agent is engaged in non-ACD 
work, is on break, in a meeting, or at lunch. An agent can reach this 
state by pressing the AUX WORK button or dialing the proper 
access code from the voice terminal. The agent can also reach the 
state by going off-hook to make or answer an extension call while 
in AVAIL or with a call on hold.
AVA I L
See Available.
Available (AVAIL)
An agent state. The extension is able to accept an ACD call.
Average Agent Service Time
The average time you are expecting or targeting for each agent to 
spend on an ACD call, including talk time and after-call-work time.