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Lucent Technologies CentreVu Supervisor Version 8 Reports Manual
Lucent Technologies CentreVu Supervisor Version 8 Reports Manual
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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