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Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

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    Page
    of 574
    							  Index CentreVu Internet Solution Guide
    IN-9
    Historical Trunk/Trunk Group Reports, selector window, 4-
    125
    Historical VDN Reports, general information
    , 4-142
    Historical VDN Reports, organization
    , 4-141
    Historical VDN Reports, selector window
    , 4-143
    Historical Vector Report, general information
    , 4-173
    Historical Vector Report, organization
    , 4-172
    Historical Vector Report, selector window
    , 4-173
    HOLD
    , GL-17
    Hold
    , 4-45
    HOLDCALLS
    , 4-39, 4-89
    HOLDTIME
    , 4-39, 4-89
    I
    I_ACDTIME, 4-12, 4-21, 4-28, 4-38, 4-88, 4-92, 4-112, 4-
    123
    , 5-8, 5-14, 5-34
    I_ACWINTIME
    , 4-12, 4-21, 4-39
    I_ACWOUTTIME
    , 4-12, 4-39
    I_ACWTIME
    , 4-12, 4-21, 4-28, 4-38, 4-88, 4-92, 4-112, 4-
    123
    , 5-8, 5-14
    I_AUXINTIME
    , 4-12, 4-21, 4-39
    I_AUXOUTTIME
    , 4-12, 4-39
    I_AUXTIME
    , 4-82, 4-93
    I_AUXTIME0
    , 4-82
    I_AUXTIME1-9
    , 4-82
    I_AVAILTIME
    , 4-81, 4-89, 4-93
    I_DA_ACDTIME
    , 4-12, 4-21, 4-28, 4-38, 4-88, 4-92, 5-8, 
    5-14
    I_DA_ACWTIME
    , 4-12, 4-21, 4-28, 4-38, 4-88, 4-92, 5-8, 
    5-14
    I_INOCC
    , 4-136
    I_NORMTIME
    , 4-79, 5-25
    I_OL1TIME
    , 4-79, 5-25
    I_OL2TIME
    , 4-79, 5-25
    I_OTHERTIME
    , 4-82, 4-89, 4-93
    I_OUTOCC
    , 4-136
    I_RINGTIME
    , 3-21, 4-12, 4-21, 4-28, 4-82, 4-88, 4-92, 5-
    14
    I_STAFFTIME
    , 4-89, 4-93, 4-112, 4-123IDLE
    , GL-17
    II
    , GL-17
    INACW
    , 3-33, 3-71, 3-122, 3-133, 5-27
    INAUX
    , 3-34, 3-75, 3-123, 3-133, 5-27
    INAUX0
    , 3-75
    INAUX1-9
    , 3-75
    Inbound Calls
    , 4-135, 4-146, 4-162, 4-165, 4-169
    Inbound CCS
    , 4-136
    Inbound/Outbound Report
    , 4-29
    INCALLS
    , 3-153, 3-154, 3-155, 3-160, 4-135, 4-136, 4-
    148
    , 4-149, 4-150, 4-162, 4-165, 4-169
    INFLOWCALLS
    , 3-162, 3-167, 4-122, 4-162, 4-165
    Information Indicator (II)
    , GL-17
    Information Report
    , 5-7, 5-13
    INFORMIX
    , GL-17
    INFORMIX SQL
    , GL-17
    INPROGRESS
    , 3-162, 3-166
    INQUEUE
    , 3-30, 3-88, 3-97, 3-116, 3-127, 3-131, 5-22, 5-
    27
    INRING
    , 3-30, 3-88, 3-97, 3-116, 3-127, 3-131, 5-22, 5-27
    Integrated Agent Reports
    , 5-4
    Integrated Agent Reports, organization
    , 5-3
    Integrated Agent Reports, overview
    , 5-3
    Integrated Reports
    Agent Information
    , 5-7, 5-13
    Agent input fields
    , 5-6
    Agent Reports
    , 5-4
    Agent selector window
    , 5-5
    Graphical Call Handling
    , 5-33
    Graphical Skill Overload
    , 5-24
    Graphical Split/Skill View
    , 5-26
    Split/Skill Comparison
    , 5-21
    Split/Skill report input fields
    , 5-19
    Split/Skill report selector window
    , 5-19
    Split/Skill Reports
    , 5-17
    VDN Report
    , 5-30, 5-31
    VDN Report input fields
    , 5-32 
    						
    							  Index CentreVu Internet Solution Guide
    IN-10
    Integrated Reports, (continued)
    VDN Report selector window
    , 5-31
    Integrated Reports, Definition
    , 1-7, 5-1
    Integrated Reports, roadmap
    , 5-1
    Integrated Services Digital Network (ISDN)
    , GL-17
    Integrated Split/Skill Reports
    , 5-17
    Integrated Split/Skill Reports, general information
    , 5-18
    Integrated Split/Skill Reports, organization
    , 5-18
    Integrated VDN Report, general information
    , 5-31
    INTERFLOWCALLS
    , 4-163
    Interval Reports
    , 4-3
    Interval-Based Items
    , GL-17
    INTIME
    , 4-136, 4-167
    Intrahour Interval
    , GL-17
    INTRVL
    , 4-15, 4-169
    L
    LEVEL, 5-8
    Level
    , 3-18, 3-54, 3-96, 3-103, 3-105, 3-109, 3-143
    LOC_ID
    , 3-75, 3-78, 3-106, 3-110, 3-135, 3-141, 3-172, 3-
    176
    , 4-45, 4-91
    Location
    , GL-18
    Location ID
    , 3-75, 3-78, 3-106, 3-110, 3-135, 3-141, 3-
    172
    , 3-176, 4-45, 4-91
    Location ID for Agents
    , GL-18
    Location ID for Trunks
    , GL-18
    Logical Agent
    , GL-18
    LOGID
    , 3-26, 3-75, 3-78, 3-96, 3-102, 3-118, 3-129, 3-
    135
    , 3-142, 4-12, 4-15, 4-17, 4-21, 4-26, 4-30, 4-38, 4-
    40
    , 4-44, 4-87, 4-91, 5-8, 5-14, 5-22, 5-27
    LOGIN
    , 4-34, 4-36
    Login ID
    , 3-8, 3-11, 3-14, 3-18, 3-48, 3-53, 3-75, 3-78, 3-
    105
    , 3-109, 3-135, 3-142, 3-172
    Login Skill(s)
    , 3-118
    Login Time
    , 4-34, 4-36
    Login/Logout (Skill) Report
    , 4-33
    Login/Logout (Split) Report
    , 4-35
    LOGOFF
    , GL-19
    LOGON
    , GL-19LOGONSTART
    , 5-8
    LOGOUT
    , 4-34, 4-36
    Logout Date
    , 4-34, 4-36
    Logout Reason
    , 4-45
    Logout Time
    , 4-34, 4-36
    LOGOUT_DATE
    , 4-36
    Lookahead Interflow Attempts
    , 4-163
    Lookahead Interflow Completions
    , 4-163
    LOOKATTEMPTS
    , 4-163
    LOOKFLOWCALLS
    , 4-163
    Low
    , 3-85
    M
    Main ACD Calls, 4-166
    Maintenance Busy (MBUSY)
    , GL-19
    Malicious Call
    , 4-46
    Manual In (MI)
    , GL-19
    Max Delay
    , 4-111, 4-121
    Max Delay Seconds
    , 4-106
    Max Pos Allocated
    , 4-67
    MAX_DEDICATED_AGT
    , 4-67
    MAXOCWTIME
    , 4-106, 4-111, 4-121
    MBUSY
    , GL-19
    MCH
    , GL-19
    Measured
    , GL-19
    Medium
    , 3-85
    MI
    , GL-19
    MIA
    , GL-19
    Modify
    , GL-20
    Month
    , 4-10
    Month Starting
    , 4-12, 4-15, 4-21, 4-30, 4-38, 4-40, 4-62, 4-
    87
    , 4-148
    Month starting
    , 4-120, 4-135, 4-162, 4-165, 4-169
    Monthly Data
    , GL-20
    Monthly Data, Definition
    , 1-7
    Monthly Reports
    , 4-3
    Most Idle Agent (MIA)
    , GL-20
    Move Pending?
    , 3-14, 3-18 
    						
    							  Index CentreVu Internet Solution Guide
    IN-11
    MOVEPENDING, 5-8, 5-14
    Multi-ACD Report
    , 3-27
    Multi-ACD Top Agent Report
    , 3-35
    Multi-Agent Skill Change Window
    , GL-20
    Multiple Call Handling (MCH)
    , GL-20
    Multiple Split Queuing
    , GL-21
    Multiuser Mode
    , GL-21
    Multiuser Mode, Definition
    , 1-7
    N
    Name (Synonym) Fields, GL-21
    Nonprimary Split/Skill
    , GL-21
    Normal
    , 4-79
    O
    O_ABNCALLS, 4-136
    O_ACDCALLS
    , 4-30
    O_ACDTIME
    , 4-30
    O_ACWTIME
    , 4-30
    OACDCALLS
    , 4-30
    Oldest Call Waiting
    , 3-31, 3-38, 3-56, 3-88, 3-98, 3-116, 3-
    121
    , 3-127, 3-131, 3-162
    OLDESTCALL
    , 3-31, 3-88, 3-98, 3-116, 3-127, 3-131, 3-
    162
    , 5-22, 5-27
    ONACD
    , 3-33, 3-71, 3-122, 3-132, 5-27
    Only Me Report
    , GL-21
    Options
    Reports
    , 2-73
    Options Menu
    , 2-28
    Menu Item Functions
    , 2-28
    OTHER
    , 3-21, 3-34, 3-102, 3-123, 3-133, 4-17, 4-82, 5-27, 
    GL-21
    Other
    , 3-14, 3-34, 3-123, 3-133
    Other Calls
    , 4-146
    Other Reports
    , 3-22
    Call Records Report
    , 4-49
    Call Work Code
    , 4-54
    Event Count Summary Report
    , 3-24Other Reports, (continued)
    general information
    , 4-48
    Multi-ACD Report
    , 3-27
    Multi-ACD Top Agent Report
    , 3-35
    organization
    , 3-22, 4-47
    Overview
    , 3-22
    overview
    , 4-47
    Roadmap
    , 3-22
    selector window
    , 3-23, 4-48
    Other Reports Selector Window
    , 4-48
    Other Reports, organization
    , 3-22
    Other Reports, selector window
    , 3-23
    Other Time
    , 4-28, 4-40, 4-89, 4-93
    Outbound Aban Calls
    , 4-136
    Outbound ACD Calls
    , 4-30
    Outbound Calls
    , 4-136
    Outbound CCS
    , 4-136
    OUTCALLS
    , 4-136
    OUTFLOWCALLS
    , 3-163, 3-167, 4-122, 4-163, 4-167, 5-
    34
    OUTTIME
    , 4-136
    Overload1
    , 4-79
    Overload2
    , 4-79
    P
    PERCENT, 3-143
    Percent
    , 3-18, 3-53, 3-143
    Percent (%) Within Service Level
    , GL-21
    PERCENT_ CALL_ABAN
    , 4-77
    PERCENT_ SERV_LVL_ VDN
    , 4-160
    PERCENT_ SERV_LVL_SPL>
    , 4-72
    PERCENT_ VDN_ABAN
    , 4-160
    PERCENT_SERV_LVL_SPL
    , 5-27
    Percentage
    , 4-75
    Percentage Abandoned
    , 3-64
    Percentage Answered
    , 3-64
    PERIOD1-9
    , 3-63, 3-153, 3-158, 4-62, 4-149, 4-156
    PERIODCHG
    , 4-62, 4-72 
    						
    							  Index CentreVu Internet Solution Guide
    IN-12
    Phantom Abandon Call Timer, GL-21
    Pop-Up Menus
    , 2-47
    Displayed Menus
    , 2-47
    PREFERENCE
    , 5-8
    Previous Interval
    , GL-22
    Previous Interval, Definition
    , 1-7
    Primary Skill
    , GL-22
    Print Preview
    , 2-21
    Accessing
    , 2-21
    Dialog Box
    , 2-21
    Fields
    , 2-22
    Printed
    , 4-10, 4-12, 4-15, 4-21, 4-24
    Q
    Queue, GL-22
    Queue Agent Status Report
    , 3-50
    Queue Agent Summary Report
    , 3-55
    Queue/Agent Reports
    , 3-41
    general information
    , 3-42
    input fields
    , 3-44
    organization
    , 3-41
    Queue Agent Status Report
    , 3-50
    Queue Agent Summary Report
    , 3-55
    Queue/Top Agent Status Report
    , 3-45
    Roadmap
    , 3-41
    selector window
    , 3-43
    Queue/Agent Reports input fields
    , 3-44
    Queue/Agent Reports selector window
    , 3-43
    Queue/Agent Reports, general information
    , 3-42
    Queue/Agent Reports, organization
    , 3-41
    Queue/Top Agent Status Report
    , 3-45
    QUEUED
    , GL-22
    R
    R1AGINRING, 3-68, 3-94
    R1INACD
    , 3-94
    R1INACW
    , 3-68, 3-94
    R1INAUX
    , 3-94R1ONACD
    , 3-68
    R1OTHER
    , 3-94
    R1STAFFED
    , 3-40, 3-67, 3-72
    R21AGINRING
    , 3-68
    R2AGINRING
    , 3-94
    R2INACD
    , 3-94
    R2INACW
    , 3-68, 3-94
    R2INAUX
    , 3-94
    R2ONACD
    , 3-68
    R2OTHER
    , 3-94
    R2STAFFED
    , 3-40, 3-67, 3-72
    Read Permission
    , GL-22
    Real-Time Agent Reports, overview
    , 3-4
    Real-Time Database
    , GL-22
    Real-Time Database, Definition
    , 1-7
    Real-Time Reports
    , GL-22
    Agent Graphical Information Report
    , 3-17
    Agent Group Report
    , 3-7
    Agent Information Report
    , 3-13
    Agent Report
    , 3-10
    Agent report input window
    , 3-6
    Agent report selector window
    , 3-5
    Agent Reports
    , 3-4, 3-5
    Call Profile
    , 3-62
    Drill-Down Reports
    , 3-168
    Drill-Down Top Agent Work State Report
    , 3-170
    Drill-Down Work State Report
    , 3-174
    Event Count Summary Report
    , 3-24
    Graphical Active Agents
    , 3-65
    Graphical Allocated Agents
    , 3-69
    Graphical Call Profile Report
    , 3-79
    Graphical EWT Report
    , 3-83
    Graphical Queue Report
    , 3-86
    Graphical Skill Overload Report
    , 3-89
    Graphical Staffing Profile Report
    , 3-91
    Graphical Status Report
    , 3-95
    Graphical Top Skill Status Report
    , 3-99 
    						
    							  Index CentreVu Internet Solution Guide
    IN-13
    Real-Time Reports, (continued)
    Multi-ACD Report
    , 3-27
    Multi-ACD Top Agent Report
    , 3-35
    organization
    , 3-1
    Other Reports
    , 3-22
    overview
    , 3-1
    presentation
    , 3-2
    Queue Agent Status Report
    , 3-50
    Queue Agent Summary Report
    , 3-55
    Queue/Agent Reports
    , 3-41
    Queue/Top Agent Status Report
    , 3-45
    Reserve1 AUX Agents Report
    , 3-104
    Reserve2 AUX Agents Report
    , 3-108
    roadmap
    , 3-2
    Skill AUX Report
    , 3-112
    Skill Status Report
    , 3-114
    Skill Top Agent Report
    , 3-120
    Split Status Report
    , 3-125
    Split/Skill Agent Status by Location Report
    , 3-140
    Split/Skill by Location Report
    , 3-134
    Split/Skill Graphical AUX Agents Report
    , 3-73
    Split/Skill Graphical AUX Top Agents Report
    , 3-76
    Split/Skill Report
    , 3-130
    Split/Skill Reports
    , 3-58
    Split/Skill Top Agent Status Report
    , 3-136
    Trunk Group Report
    , 3-144
    VDN Call Profile Report
    , 3-152
    VDN Graphical Call Profile Report
    , 3-156
    VDN Report
    , 3-161
    VDN Reports
    , 3-148
    VDN Skill Preference Report
    , 3-159
    Vector Report
    , 3-164
    Real-Time Reports, Definition
    , 1-7
    Real-Time Reports, organization
    , 3-1
    Real-Time Reports, overview
    , 3-1
    Real-Time Reports, presentation
    , 3-2
    Real-Time Reports, roadmap
    , 3-2Reason Code 0
    , 3-75, 3-78, 3-103, 4-82
    Reason Code 1...9
    , 3-103
    Reason Code 1-9
    , 3-75, 3-78, 4-82
    RECONNECT
    , 4-46
    Reconnect
    , 4-46
    Redirect On No Answer
    , GL-23
    Refresh Rate
    , GL-23
    Report Charts
    , 2-31
    Report color scheme, create
    , 2-81
    Report Input Information, Types
    , 2-6
    Report Input Information, Window
    , 2-6
    Report Intervals
    , 4-3
    Report Menu Bar
    , 2-13
    Report Menu Bar, options
    , 2-13
    Report Menu Bar, report menu
    , 2-14
    Report Menu Bar, Save as HTML
    , 2-17
    Report name format, create
    , 2-87
    Report Options
    , 2-73
    create a name format
    , 2-87
    create a report color scheme
    , 2-81
    create a threshold color scheme
    , 2-84
    general tab, description
    , 2-74
    name format tab, description
    , 2-79
    Overview
    , 2-73
    report colors tab, description
    , 2-76
    threshold colors tab, description
    , 2-78
    using the general tab
    , 2-74
    using the name format tab
    , 2-79
    using the report colors tab
    , 2-76
    using the threshold colors tab
    , 2-78
    Report Output Window
    , 2-3
    Report Run Dates, Browse Date
    , 2-8
    Report Run Dates, Browse Dates
    , 2-9
    Report Run Dates, Browse Month
    , 2-9
    Report Run Dates, Browse Months
    , 2-10
    Report Run Dates, Selecting
    , 2-8
    Report Run Times, Browse Time
    , 2-11 
    						
    							  Index CentreVu Internet Solution Guide
    IN-14
    Report Run Times, Selecting, 2-11
    Report Selector
    , 2-3
    Report Selector Window, Displaying
    , 2-4
    Report Selector Window, Fields
    , 2-4
    Report Tables
    , 2-30
    Report threshold color scheme, create
    , 2-84
    Report threshold highlights
    , 2-59
    Report Types
    , 2-30
    Report Windows
    Changing Column Widths
    , 2-54
    Graphical Report Window
    , 2-54
    Resizing
    , 2-54
    Standard Windows
    , 2-54
    Report, Editing and Viewing
    , 2-29
    Reports, Copying Charts
    , 2-53
    Reports, Editing
    , 2-24
    Menu
    , 2-24
    Menu Item Functions
    , 2-24
    Reports, Exporting Data
    , 2-50
    Reports, Formatting
    Menu
    , 2-26
    Menu Item Functions
    , 2-26
    Reports, Layouts
    , 2-30
    Reports, Minimized
    , 2-45
    Icons
    , 2-45
    Threshold Icons
    , 2-46
    Reports, Options
    , 2-28
    Reports, Page Setup
    , 2-57
    Options
    , 2-57
    Procedure
    , 2-58
    Reports, Resizing Windows and Columns
    , 2-54
    Reports, Running
    , 2-6
    Reports, Selecting
    , 2-4
    Reports, Selecting a Printer
    , 2-55
    Reports, Tools
    Menu
    , 2-27
    Menu Item Functions
    , 2-27Reserve1 Agents (Active)
    , 3-94
    Reserve1 Agents (active)
    , 3-72
    Reserve1 Agents (AUX)
    , 3-94
    Reserve1 Agents (Other)
    , 3-94
    Reserve1 Agents in AUX
    , 3-105
    Reserve1 Agents Staffed
    , 3-40, 3-48
    , 3-67, 3-72
    Reserve1 AUX Agents Report
    , 3-104
    Reserve2 Agents (Active)
    , 3-94
    Reserve2 Agents (active)
    , 3-72
    Reserve2 Agents (AUX)
    , 3-94
    Reserve2 Agents (Other)
    , 3-94
    Reserve2 Agents in AUX
    , 3-109
    Reserve2 Agents Staffed
    , 3-40, 3-48, 3-67, 3-72
    Reserve2 AUX Agents Report
    , 3-108
    Resizing Report Windows and Columns
    , 2-54
    Restarting Reports, procedure
    , 2-12
    RINGING
    , 3-14, 3-21, 3-102, 4-82, GL-23
    Ringing
    , 3-33, 3-122, 3-132
    Rls
    , 4-46
    Roadmap
    Historical Split/Skill Reports
    , 4-57
    Historical System Reports
    , 4-101
    Historical Trunk/Trunk Group Reports
    , 4-124
    Historical VDN Reports
    , 4-141
    Historical Vector Report
    , 4-172
    Real-Time Agent Reports
    , 3-5
    Real-Time Other Reports
    , 3-22
    Real-Time Queue/Agent Reports
    , 3-41
    Real-Time Split/Skill Reports
    , 3-58
    ROLE
    , 3-143
    Role
    , 3-53, 3-105, 3-109, 3-143
    Rolling ASA
    , GL-23
    ROW_DATE
    , 4-10, 4-12, 4-15, 4-17, 4-21, 4-26, 4-30, 4-
    34
    , 4-36, 4-38, 4-40, 4-45, 4-56, 4-62, 4-65, 4-67, 4-69, 
    4-71, 4-75, 4-77, 4-79, 4-81, 4-87, 4-91, 4-105, 4-110, 4-
    120
    , 4-135, 4-146, 4-148, 4-153, 4-155, 4-159, 4-162, 4-
    165
    , 4-169 
    						
    							  Index CentreVu Internet Solution Guide
    IN-15
    Running Reports, 2-2
    S
    Save as HTML, 2-17
    Browsers
    , 2-17
    Fonts
    , 2-20
    Not Using Templates
    , 2-19
    Output Files
    , 2-19
    Save as location
    , 2-17
    Template Tags
    , 2-20
    Templates
    , 2-19
    Using
    , 2-18
    Using Existing Templates
    , 2-20
    Script Buttons
    , 2-3
    Scripting
    , GL-23
    Scripting, Using
    , 2-3
    Secondary Skill
    , GL-23
    Seconds
    , 4-62, 4-149, 4-159
    Secs
    , 3-63, 3-80, 3-158, 4-77
    Secs.
    , 3-153, 3-158
    SEIZED
    , GL-23
    Selecting a Printer
    Print Setup Options
    , 2-55
    Procedure
    , 2-55
    Selecting Report Run Times
    , 2-11
    Selecting Reports
    , 2-2
    Seq
    , 4-45
    Service Interval - Seconds
    , 4-156
    Service Interval Answers and Abandons
    , 4-72, 4-156
    Service Interval Calls Answered
    , 4-72, 4-156
    Service Intervals Changed
    , 4-62, 4-72, 4-148, 4-156
    Service Level
    , 4-71, 4-155, GL-24
    Service ObservingVDNs
    , GL-24
    SERVICELEVEL
    , 3-80, 3-158, 4-71, 4-77
    SERVLEVEL
    , 4-155, 4-159
    Single-User Mode
    , GL-24
    Single-User Mode, Definition
    , 1-7Skill
    , 3-18, 3-38, 3-71, 3-74, 3-77, 3-80, 3-101, 3-102, 3-
    105
    , 3-109, 3-116, 3-172, 4-34, GL-24
    Skill Level
    , GL-24
    Skill State
    , 3-30, 3-38, 3-46, 3-56, 3-67, 3-71, 3-87, 3-90, 
    3-92, 3-96, 3-101, 3-116, 3-131, 3-137, 3-172, 3-176
    Skill Top Agent Report
    , 3-120
    SKILL1
    , 4-167, 4-170
    SKILL2
    , 4-167, 4-170
    SKILL3
    , 4-167, 4-170
    SKILLACWTIME1
    , 4-170
    SKILLACWTIME2
    , 4-170
    SKILLACWTIME3
    , 4-171
    SKILLCALLS1
    , 3-160, 4-170
    SKILLCALLS2
    , 3-160, 4-170
    SKILLCALLS3
    , 3-160, 4-170
    Skills
    , 3-121
    Skills 1-15
    , 4-34
    SKILLTIME1
    , 4-170
    SKILLTIME2
    , 4-170
    SKILLTIME3
    , 4-171
    SKSTATE
    , 3-30, 3-38, 3-46, 3-56, 3-67, 3-71, 3-87, 3-90, 
    3-92, 3-96, 3-101, 3-116, 3-131, 3-137, 3-172, 3-176, 5-
    22
    , 5-27
    SPLIT
    , 3-26, 3-30, 3-63, 3-66, 3-71, 3-74, 3-77, 3-80, 3-
    84
    , 3-87, 3-90, 3-92, 3-96, 3-101, 3-113, 3-116, 3-127, 3-
    131
    , 3-141, 3-143, 3-172, 3-176, 4-34, 4-38, 4-45, 4-62, 
    4-65, 4-67, 4-69, 4-71, 4-75, 4-79, 4-81, 4-87, 4-91, 4-
    105
    , 4-110, 4-115, 4-120, 5-8, 5-14, 5-22, 5-25, 5-27
    Split
    , 3-14, 3-84, 3-127, 4-36, GL-24
    Split Status Report
    , 3-125
    Split(s)
    , 3-129
    Split/Skill
    , 3-8, 3-11, 3-26, 3-54, 3-56, 3-63, 3-66, 3-87, 3-
    90
    , 3-92, 3-96, 3-97, 3-113, 3-141, 3-143, 4-38, 4-45, 4-
    62
    , 4-65, 4-67, 4-69, 4-71, 4-75, 4-77, 4-79, 4-81, 4-87, 
    4-91, 4-105, 4-110, 4-115, 4-120
    Split/Skill Agent Status by Location Report
    , 3-140
    Split/Skill by Location Report
    , 3-134, 4-90
    Split/Skill Call Profile Report
    , 4-61
    Split/Skill Graphical ASA Daily Report
    , 4-68
    Split/Skill Graphical ASA Report
    , 4-64 
    						
    							  Index CentreVu Internet Solution Guide
    IN-16
    Split/Skill Graphical AUX Agents Report, 3-73
    Split/Skill Graphical AUX Top Agents Report
    , 3-76
    Split/Skill Graphical Average Positions Staffed Report
    , 4-66
    Split/Skill Graphical Call Profile Report
    , 3-79, 4-70
    Split/Skill Graphical EWT Report
    , 3-83
    Split/Skill Graphical Multi-ACD Service Level Report
    , 4-73
    Split/Skill Graphical Multi-ACD Service Level Report Input 
    Fields
    , 4-74
    Split/Skill Graphical Queue Report
    , 3-86
    Split/Skill Graphical Service Level Report
    , 4-76
    Split/Skill Graphical Status Report
    , 3-95
    Split/Skill Graphical Time Spent Report
    , 4-80
    Split/Skill Graphical Top Skill Status Report
    , 3-99
    Split/Skill Outbound Report
    , 4-83
    Split/Skill Report
    , 3-130, 4-37, 4-86
    Split/Skill Report Input Fields
    , 4-59
    Split/Skill report input fields
    , 5-19
    Split/Skill report selector window
    , 5-19
    Split/Skill Reports
    , 3-58, 4-57, 5-17
    Call Profile
    , 3-62
    Call Profile Report
    , 4-61
    Comparison
    , 5-21
    general information
    , 3-59, 4-58, 5-18
    Graphical Active Agents
    , 3-65
    Graphical Allocated Agents
    , 3-69
    Graphical ASA Daily Report
    , 4-68
    Graphical ASA Report
    , 4-64
    Graphical Average Positions Staffed Report
    , 4-66
    Graphical Call Profile Report
    , 3-79, 4-70
    Graphical EWT Report
    , 3-83
    Graphical Multi-ACD Service Level Report
    , 4-73
    Graphical Queue Report
    , 3-86
    Graphical Service Level Report
    , 4-76
    Graphical Skill Overload
    , 5-24
    Graphical Skill Overload Report
    , 3-89, 4-78
    Graphical Staffing Profile Report
    , 3-91
    Graphical Status Report
    , 3-95Split/Skill Reports, (continued)
    Graphical Time Spent Report
    , 4-80
    Graphical Top Skill Status Report
    , 3-99
    Graphical View
    , 5-26
    input fields
    , 3-60, 4-59
    organization
    , 3-58, 4-58, 5-18
    Outbound Report
    , 4-83
    Report
    , 4-86
    Reserve1 AUX Agents Report
    , 3-104
    Reserve2 AUX Agents Report
    , 3-108
    Roadmap
    , 3-58, 4-57
    selector window
    , 3-60, 4-58
    Skill AUX Report
    , 3-112
    Skill Status Report
    , 3-114
    Skill Top Agent Report
    , 3-120
    Split Status Report
    , 3-125
    Split/Skill Agent Status by Location Report
    , 3-140
    Split/Skill by Location Report
    , 3-134, 4-90
    Split/Skill Graphical AUX Agents Report
    , 3-73
    Split/Skill Graphical Top AUX Agents Report
    , 3-76
    Split/Skill Report
    , 3-130
    Split/Skill Top Agent Status Report
    , 3-136
    Summary Report
    , 4-95
    VDN Report
    , 5-30
    Split/Skill Reports selector window
    , 3-60
    Split/Skill Reports, general information
    , 3-59
    Split/Skill Reports, input fields
    , 3-60
    Split/Skill Reports, organization
    , 3-58
    Split/Skill Skill AUX Report
    , 3-112
    Split/Skill Skill Status Report
    , 3-114
    Split/Skill Summary Report
    , 4-95
    Split/Skill threshold settings
    , 2-68
    Split/Skill Top Agent Status Report
    , 3-136
    Splits/Skills
    , 3-30, 3-131
    STAFFED
    , 3-26, 3-34, 3-123, 3-133, 5-22, 5-27
    Staffed
    , 3-34, 3-123, 3-133
    Staffed Agent
    , GL-24 
    						
    							  Index CentreVu Internet Solution Guide
    IN-17
    Staffed Time, 3-21, 4-10, 4-12, 4-21, 4-24, 4-28, 4-40, 4-
    89
    , 4-93
    Standard Agents (active)
    , 3-71
    Standard Agents (staffed)
    , 3-72
    Standard Reports
    , GL-24
    Start
    , 4-50
    Start Time (Interval)
    , 4-65
    STARTTIME
    , 4-10, 4-12, 4-15, 4-30, 4-38, 4-165, 4-169
    State
    , 3-8, 3-11, 3-14, 3-18, 3-53, 3-97, 3-102, 3-118, 3-
    129
    , 3-143, 4-45
    Station
    , GL-25
    Stop
    , 4-50
    Stroke Count
    , 4-14
    Stroke counts
    , 3-24
    Subsystem
    , GL-25
    Subsystem, Definition
    , 1-7
    sum (TOTAL_ACDCALLS)
    , 4-93
    sum(I_AUXTIME)
    , 4-94
    sum(I_AVAILTIME)
    , 4-94
    sum(I_OTHERTIME)
    , 4-94
    sum(I_RINGTIME)
    , 4-93
    sum(I_STAFFTIME)
    , 4-94
    sum(TOTAL_I_ACD_TIME)
    , 4-93
    sum(TOTAL_I_ACW_TIME)
    , 4-93
    Supervisor Controller Toolbar
    , 2-3
    SVCLEVELCHG
    , 4-62, 4-72, 4-148, 4-156, 4-159
    Switch
    , GL-25
    syn(SPLIT)
    , 4-36
    System Graphical Maximum Delay Report
    , 4-103
    System Graphical Maximum Delay Report Input Fields
    , 4-
    104
    System Multi-ACD by Split/Skill Report
    , 4-107
    System Multi-ACD by Split/Skill Report Input Fields
    , 4-109
    System Multi-ACD Report
    , 4-113
    System Multi-ACD Report Input Fields
    , 4-114
    System Multi-ACD Report Input Window
    , 4-113
    System Report
    , 4-118System Reports
    , 4-101
    general information
    , 4-102
    Graphical Maximum Delay Report
    , 4-103
    Multi-ACD by Split/Skill Report
    , 4-107
    Multi-ACD Report
    , 4-113
    organization
    , 4-101
    Roadmap
    , 4-101
    selector window
    , 4-102
    System Report
    , 4-118
    System Setup
    , GL-25
    T
    Ta b l e  R e p o r t s
    Accessing Options Window
    , 2-32
    Formatting
    , 2-32
    General Tab
    , 2-32
    General Tab Parameters
    , 2-33
    Sort Tab
    , 2-33
    Using Sort Tab
    , 2-34
    TA G I N R I N G
    , 3-67, 3-68, 3-93, 3-102
    TAVA I L A B L E
    , 3-101
    Terminology
    , 1-7
    Tertiary Split/Skill
    , GL-25
    Threshold
    , GL-25
    Threshold highlight
    overview
    , 2-59
    Threshold highlights
    agent threshold settings
    , 2-65
    entities
    , 2-59
    example
    , 2-59
    reports
    , 2-59
    set
    , 2-60
    setting
    , 2-59
    split/skill threshold settings
    , 2-68
    threshold settings window
    , 2-60
    tips for setting
    , 2-63
    turn on and off
    , 2-59 
    						
    							  Index CentreVu Internet Solution Guide
    IN-18
    Threshold highlights, (continued)
    VDN threshold settings
    , 2-71
    Threshold Settings window
    , 2-60
    TI_AUXTIME
    , 3-21, 4-12, 4-28, 4-89, 5-8, 5-14
    TI_AUXTIME0
    , 5-8
    TI_AVAILTIME
    , 3-20, 4-12, 4-17, 4-28, 5-8, 5-14
    TI_OTHERTIME
    , 3-21, 4-17, 5-8, 5-14
    TI_STAFFTIME
    , 3-21, 4-12, 4-21, 4-28, 5-8, 5-14
    Time
    , 3-8, 3-11, 3-14, 3-18, 3-54, 3-75, 3-78, 3-97, 3-102, 
    3-105, 3-109, 3-119, 3-129, 3-143, 4-10, 4-12, 4-15, 4-
    30
    , 4-38, 4-45, 4-165, 4-169
    Time Format
    , GL-26
    Times
    , 4-160
    Timetable
    , GL-26
    TINACW
    , 3-67, 3-68, 3-93, 3-101
    TINAUX
    , 3-78, 3-93, 3-101
    TINAUX0
    , 3-78
    TINAUX1-9
    , 3-78, 3-103
    TKGRP
    , 4-135
    TONACD
    , 3-67, 3-68, 3-93, 3-101
    To p
    , 3-84
    Top Agents (Active)
    , 3-93
    To p  A g e n t s  ( A U X )
    , 3-93
    To p  A g e n t s  ( O t h e r )
    , 3-93
    Top Agents Active chart Other Skills
    , 3-67
    Top Agents Active chartThis Skill
    , 3-67
    To p  A g e n t s  Av a i l
    , 3-39
    Top Agents in ACW
    , 3-39
    Top Agents in AUX
    , 3-39, 3-78
    Top Agents in Other
    , 3-40
    Top Agents on ACD Calls
    , 3-39
    Top Agents Ringing
    , 3-39
    To p  A g e n t s  S t a ff e d
    , 3-40, 3-66, 3-101
    Top Skill
    , 3-18
    TOPSKILL
    , 5-8
    Total ACD Calls
    , 4-93
    To t a l  A C D  Ti m e
    , 4-93Total ACW Time
    , 4-93
    Total Agent AUX Time
    , 4-94
    Total Agent Avail Time
    , 4-94
    Total Agent Other Time
    , 4-94
    Total Agent Ring Time
    , 4-93
    Total Agent Staffed Time
    , 4-94
    Total Agents Active
    , 3-71
    Total AUX Time
    , 4-10
    Total Avg ACD Time
    , 4-93
    Total Avg ACW Time
    , 4-93
    Total Calls Abandoned
    , 3-64
    Total Calls Answered
    , 3-64
    Total Hold Time
    , 4-39
    TOTAL_ACDCALLS
    , 3-26, 4-12, 4-26
    TOTAL_ACDTIME
    , 4-26
    TOTAL_ACWTIME
    , 4-26
    TOTAL_I_ACDTIME
    , 4-12, 4-15, 4-21
    TOTAL_I_ACWTIME
    , 4-12, 4-21
    TOTHER
    , 3-67, 3-93, 3-102
    Trans Out
    , 4-32, 4-39, 4-40, 4-46, 4-89
    TRANSFERRED
    , 4-32, 4-39, 4-89
    Trunk
    , 4-135, GL-26
    Trunk Failures
    , 4-136
    Trunk Group
    , GL-26
    Trunk Group Name
    , 4-135
    Trunk Group Report
    , 3-144, 4-134
    Trunk Group Reports
    General Information
    , 3-144
    Input Fields
    , 3-144
    Selector Window
    , 3-144
    Trunk Group Report
    , 3-144
    Trunk Group Summary Report
    , 4-137
    Trunk Report
    , 4-131
    Trunk/Trunk Group Busy Hour Report
    , 4-128
    Trunk/Trunk Group Report Input Fields
    , 4-126 
    						
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