Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

							  Glossary CentreVu®  Supervisor Version 8 Reports
GL-7
Average Speed of Answer (ASA)
The average amount of time a caller waits in queue before 
connecting to an agent. ASA is usually an objective set by your call 
centers management.
The ASA for a split/skill includes the time spent in queue and the 
time ringing an agent. ASA for a VDN includes the time spent in 
vector processing (including the time spent in queue and the time 
ringing) for the VDN that the call was answered in.
Interval ASA has been used for BCMS and pre-R3V4 CMS 
reporting where the ASA is calculated on reporting interval 
boundaries and the ASA is cleared to zero at the start of each 
reporting interval. Rolling ASA is used, beginning with R3V4 CMS, 
for vector routing. Rolling ASA is a running weighted average 
calculation without regard to any interval boundaries. Rolling ASA 
is calculated on the G3V4 switch and sent to R3V4 CMS.
Calculation
A menu selection in the CMS Dictionary subsystem which gives 
the abbreviated name (calculation name) for the calculation that 
generates the data for a field in a report.
Call-Based Items
The category of database items in CMS that are committed to the 
database after the call completes. If a call starts and ends in 
different intrahour intervals, all of the call-based data is recorded 
in the interval in which the call completed. Most database items are 
call-based.
Call Handling Preference
A parameter of agent administration in the EAS environment that 
specifies how calls are selected for the agent.
Call-Handling Profile
A set of objectives describing how you want a split/skill to handle 
calls. 
						

							  Glossary CentreVu®  Supervisor Version 8 Reports
GL-8
Call Management System (CMS)
A software product used by business customers that have AT&T 
telecommunications switches and receive a large volume of 
telephone calls that are processed through the Automatic Call 
Distribution (ACD) feature of the switch. The CMS collects call-
traffic data, formats management reports, and provides an 
administrative interface to the ACD feature in the switch.
Call Prompting
A switch feature that routes incoming calls based on information 
entered by the calling party, such as an account number. The caller 
receives an announcement and is prompted to select an option 
from those listed in the announcement.
Call Vectoring
A switch feature that provides a highly flexible method for 
processing ACD calls using VDNs and vectors as processing 
points between trunk groups and splits. Call vectoring permits 
treatment of calls that is independent of splits.
Similar to a computer program, a call vector is a set of instructions 
that control the routing of incoming calls based on conditions that 
occur in a call center environment. Examples of call vector 
conditions include time of day and the number of calls in queue.
Call Work Code (CWC)
An ACD capability that makes sure that during or after the call, the 
agent can enter a string of digits and send these digits to the 
DEFINITYÒ Call Management System for management reporting.
Calls Carried
Trunk data. The number of inbound/outbound calls carried.
CentreVu Advocate
A set of features designed to enhance call and agent selection 
within a call center. 
CentreVuÒ Advocate requires Version 6 
CentreVuÒ Supervisor, a DEFINITYÒ ECS Release 6, and Expert 
Agent Selection. See the 
CentreVuÒ Advocate User Guide (585-
210-927) for more information.
CentreVu Supervisor
The Call Management System application for the Microsoft 
Windows operating environment. 
						

							  Glossary CentreVu®  Supervisor Version 8 Reports
GL-9
Change Agent Skills
An agents skills may be changed from CMS by using the Change 
Agent Skills Window. The Change Agent Skills Window allows the 
user to change the skill assignments for one agent. Through this 
window a user can quickly see what skills are currently assigned 
to an agent and the user can easily change the agents skill 
assignment or apply an agent template to up to 50 agents.
CMS
See Call Management System.
CONN
See Connected.
Connected (CONN)
A trunk state. A caller and an agent are connected on an ACD call.
Connected Call
A non-ACD call is considered to be connected to an extension (not 
a VDN or direct agent) when the call rings at the station and the 
caller does not abandon.
Current
A CMS action that displays data from the current interval.
Current Interval
Represents the current intrahour interval, which can be 15, 30, or 
60 minutes. The current interval is part of the real-time database.
Current Wait Time
The time a call has waited for service in a call queue adjusted for 
queue priority.
Custom Reports
Real-time or historical reports that have been customized from 
standard reports or created from scratch. See the  
CentreVu 
TMCMS R3V5 Custom Reports document, 585-215-822, Issue 2.
CWC
See Call Work Code 
						

							  Glossary CentreVu®  Supervisor Version 8 Reports
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DABN
See Direct Abandon.
DACD
See Direct Agent ACD.
DACW
See Direct Agent ACW.
Daily Data
Interval data that has been converted to a 1-day summary.
Data Collection Off
CMS is not collecting ACD data. If you turn off data collection, CMS 
will not void data on current call activity.
Data Collection On
CMS is collecting ACD data.
Data Points
Points of historical data. A data point should include data for each 
interval of the working day.
Database
A group of tables that store ACD data according to a specific time 
frame: current and previous intrahour real-time data and intrahour, 
daily, weekly, and monthly historical data.
Database Item
A name for a specific type of data stored in one of the CMS 
databases. A database item may store ACD identifiers (split 
numbers or names, login IDs, VDNs, etc.) or statistical data on 
ACD performance (number of ACD calls, wait time for calls in 
queue, current states of individual agents, etc.).
Database Tables
CMS uses these tables to collect, store, and retrieve ACD data. 
Standard CMS items (database items) are names of columns in 
the CMS database tables. 
						

							  Glossary CentreVu®  Supervisor Version 8 Reports
GL-11
Date Format
The standard format for entering dates on Supervisor reports.  
Acceptable formats are:
•Month/day/year (for example, 3/21/93).
•A - offset based on todays date (for example, -1 for 
yesterday). You can also enter a range of numbers (for 
example, 0 through -7).
•Separating individual data entry items using a semicolon (for 
example, 3/21/93;3/23/93;3/25/93)
•Entering ranges by placing a hyphen between entries (for 
example, 3/21/93-3/25/93).
When you specify a date for a weekly report, that date or range of 
dates must correspond to the week start day selected in the 
System Setup-Storage Intervals window. If the date and day do not 
match, the message No records found displays in the status line.
The month start date must be the first day of the month.
Delete
A CMS action that removes the entry on the window from the 
database.
Designer Reports
Customized reports that can be created using 
CentreVuÒ 
Supervisors Report Designer feature, and which are run from 
CentreVuÒ Supervisor.
 Dictionary
A CMS subsystem that can be used to assign names to various 
call center elements such as login IDs, splits/skills, trunk groups, 
VDNs and vectors. These names appear on reports, making them 
easier to interpret. 
						

							  Glossary CentreVu®  Supervisor Version 8 Reports
GL-12
Dictionary Location
The location ID is a number associated with one or more port 
networks on a 
Definity R7.1 or later. Any hardware residing on a 
port network is assigned the port networks location ID and 
identified by that ID number. The hardware tracked with this 
number includes the voice terminals agents use and trunks.
The location ID assigned to voice terminals can be used to track 
individual agents The location ID assigned to trunks can be used 
to track groups of agents by location. VDNs, hunt groups, and 
vectors do not have location IDs associated with them because 
they operate independently of locations.
Direct Abandon (DABN)
A trunk state. The caller abandoned the call, and the trunk quickly 
goes to idle.
Direct Agent ACD (DACD)
An agent state. The agent is on a direct agent ACD call.
Direct Agent ACW (DACW)
An agent state. The agent is in the after call work state for a direct 
agent ACD call.
Direct Agent Calling
An EAS capability that makes it possible for a caller to reach the 
same agent every time and still include the call in the management 
tracking of the call center. This is ideal for claims processing, 
where a client needs to speak with the agent handling the claim. 
This flexibility ensures a high level of customer service without 
reducing management control.
EAD
See Expert Agent Distribution.
EAS
See Expert Agent Selection.
Entity
A generic term that refers to one of the following: Agent, Agent 
Group, Split/Skill, Trunk, Trunk Group, VDN, Vector, or Call Work 
Code. 
						

							  Glossary CentreVu®  Supervisor Version 8 Reports
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Error Message
A response from a program indicating that a problem has arisen or 
something unexpected has happened, requiring your attention.
EWT
See Expected Wait Time.
Exception
A type of activity on the ACD which falls outside of the limits you 
have defined. An exceptional condition is defined in the CMS 
Exceptions subsystem, and usually indicates abnormal or 
unacceptable performance on the ACD (by agents, splits/skills, 
VDNs, vectors, trunks, or trunk groups).
Exception Reports
Display occurrences of unusual call-handling events.
Expected Wait Time (EWT)
An estimate of how long a caller will have to wait to be served by 
a call center while in queue considering the current and past traffic, 
handling time, and staffing conditions. Time spent in vector 
processing before being queued and the time spent ringing an 
agent with manual answering operation is not included in the EWT 
prediction. With the G3V5 and R3V5 CMS, the EWT is a switch-
based calculation.
Expert Agent Distribution (EAD)
A call queued for a skill will go to the most idle agent (primary skill 
agent). Agents who are idle and have secondary agent skills will 
receive the call queued for a skill if there are no primary agents 
available. 
						

							  Glossary CentreVu®  Supervisor Version 8 Reports
GL-14
Expert Agent Selection (EAS)
Expert Agent Selection (EAS) is an optional switch feature that 
builds on the power of the Call Vectoring and ACD features of the 
switch to match the skills required to handle a particular call to an 
agent who has at least one of the skills that a caller requires. The 
ACD queuing and the vector commands Queue-to-Main and 
Check-Backup are used to route a call to an agent with the 
appropriate skill to handle that call. With EAS call distribution is 
based on skill. You can match the skills required to handle a 
particular call to an agent who has at least one of the skills that a 
caller requires.
CMS collects data on skills in the same manner as it collects data 
on splits. Real-Time agent reports generally indicate which skills 
the agents have, and in which skill they are currently working. Skill 
reports show the performance of the skill overall, displaying such 
items as the ASA, the number of calls, and the percentage of calls 
answered within the target service level for the skill.
CMS also reports VDN data by VDN skill preference, so that 
customers can assess the call center performance relative to calls 
requiring particular skills. CMS reports how many calls were 
handled, how long these calls waited for service, and the average 
talk time for calls queued to a particular skill preference in a 
particular VDN.
Extension Call
Extension calls are any calls originated by agents and non-ACD 
calls received by agents. For the Generic 3 switches, these include 
calls an agent makes to set up a conference or transfer.
FBUSY
See Forced Busy.
FDISC
See Forced Disconnect.
Find One
A CMS action that searches the database for entries that match 
the input value. 
						

							  Glossary CentreVu®  Supervisor Version 8 Reports
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Flex Agents
Agents who have a role of Roving, Backup, or Allocated. Top and 
Reserve agents are not Flex agents. See the 
CentreVuÒ Advocate 
User Guide, 
585-210-927.
Flexible Routing
An ACD capability that allows customers to choose how incoming 
calls should be routed to agents within a split. Calls can be routed 
to the first available agent or to the most idle agent.
Flow Out
For a split/skill, this is the number of calls offered to a split/skill that 
were redirected to another destination while queued to the split/
skill. This can happen under different circumstances, depending 
on the switch release and on whether vectoring is active or not. For 
Generic 3 switches without vectoring, this is the number of 
CALLSOFFERED that were redirected to another destination 
while queued to this split/skill.  
This can happen if:
•the call intraflowed or interflowed.
•the split/skill call forwarding was active.
•a ringing ACD call was answered using call pickup.
•a ringing ACD call redirected on no answer.
For Generic 3 switches with vectoring, the number of outflow calls 
are counted if:
•a ringing ACD call redirected on no answer.
•the call rang at an agent in this split/skill and was answered 
using call pickup.
•the call was routed to another VDN.
•the call routed to a number or digits.
•the call queued to a messaging split/skill.
•the call queued to this split/skill as the primary split/skill and 
was answered by an agent in another split/skill, rang at an 
agent in another split/skill and then abandoned or was 
redirected by the Redirection on No Answer feature (for 
Generic 3 Version 2 and later switch releases).
For Generic 3 Version 2 switches, this is the number of 
CALLSOFFERED that were redirected to another destination 
while queued to this split/skill. This can happen by requeueing to 
the same split/skill via the Redirect on No Answer feature.  
						

							  Glossary CentreVu®  Supervisor Version 8 Reports
GL-16
For vectors, this is the number of calls to the vector that were 
redirected to another destination by way of a go to vector 
command or by a route to or adjunct routing command to a 
destination other than a split/skill or direct agent. (Calls that route 
to a split/skill or direct agent by way of a route to, adjunct 
routing, or messaging split/skill command are still tracked in the 
vector.)
Fro VDNs, this is the number of calls to the VDN that were 
redirected to another VDN or to a destination outside the switch by 
way of a route to or adjunct routing command, or were 
redirected to another VDN by the Redirect on No Answer feature. 
Note that calls are only counted as outflows from the VDN when 
they are redirected to another VDN or to an off-switch destination. 
Calls in the VDN that route to other destinations, such as split/skills 
or extensions, are not counted as outflows from the VDN. 
FMCH
See Forced Multiple Call Handling.
Forced Busy (FBUSY)
A trunk state. The caller receives a forced busy signal.
Forced Disconnect (FDISC)
A trunk state. The caller receives a forced disconnect.
Forced Multiple Call Handling (FMCH)
A feature available with G3V4 or later switches that, when 
activated for a split/skill, allows calls to be automatically delivered 
to an idle line appearance, if the agent is in the Auto-In/Manual-In 
work mode and an unrestricted line appearance is available on the 
voice terminal.
Historical Database
Contains intrahour records for up to 62 days, daily records for up 
to 5 years, and weekly/monthly records for up to 10 years for each 
CMS-measured agent, split/skill, trunk, trunk group, vector, and 
VDN.
Historical Reports
Display past ACD data for various agent, split/skill, trunk, trunk 
group, vector, or VDN activities. A report summary of call data into 
daily, weekly or monthly totals.