Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

							CentreVuâ Supervisor
Version 8
Reports
585-210-929
Comcode 108502188
Issue 1
December 1999 
						

							Copyright Ó 1999, Lucent Technologies
All Rights Reserved
Printed in U.S.A.
Notice
Every effort was made to ensure that the information in this book was 
complete and accurate at the time of printing. However, information is 
subject to change.
Your Responsibility for Your System’s Security
Toll fraud is the unauthorized use of your telecommunications system by 
an unauthorized party, for example, persons other than your company’s 
employees, agents, subcontractors, or persons working on your company’s 
behalf. Note that there may be a risk of toll fraud associated with your 
telecommunications system and, if toll fraud occurs, it can result in sub-
stantial additional charges for your telecommunications services.
You and your system manager are responsible for the security of your sys-
tem, such as programming and configuring your equipment to prevent 
unauthorized use. The system manager is also responsible for reading all 
installation, instruction, and system administration documents provided 
with this product in order to fully understand the features that can intro-
duce risk of toll fraud and the steps that can be taken to reduce that risk. 
Lucent Technologies does not warrant that this product is immune from or 
will prevent unauthorized use of common-carrier telecommunication ser-
vices or facilities accessed through or connected to it. Lucent Technolo-
gies will not be responsible for any charges that result from such 
unauthorized use.
Lucent Technologies Fraud Intervention
If you suspect that you are being victimized by toll fraud and you need 
technical support or assistance, call Technical Service Center Toll Fraud 
Intervention Hotline at 1-800-643-2353.
Federal Communications Commission Statement
Part 15: Class A Statement. This equipment has been tested and found to 
comply with the limits for a Class A digital device, pursuant to Part 15 of 
the FCC Rules. These limits are designed to provide reasonable protection 
against harmful interference when the equipment is operated in a commer-
cial environment. This equipment generates, uses, and can radiate radio 
frequency energy and, if not installed and used in accordance with the 
instruction manual, may cause harmful interference to radio communica-
tions. Operation of this equipment in a residential area is likely to cause 
harmful interference, in which case the user will be required to correct the 
interference at his own expense.
Part 15: Class B Statement. This equipment has been tested and found to 
comply with the limits for a Class B digital device, pursuant to Part 15 of 
the FCC Rules. These limits are designed to provide reasonable protection 
against harmful interference in a residential installation. This equipment 
generates, uses, and can radiate radio-frequency energy and, if not 
installed and used in accordance with the instructions, may cause harmful 
interference to radio communications. However, there is no guarantee that 
interference will not occur in a particular installation. If this equipment 
does cause harmful interference to radio or television reception, which can 
be determined by turning the equipment off and on, the user is encouraged 
to try to correct the interference by one or more of the following measures: 
• Reorient the receiving television or radio antenna where this 
may be done safely.
• To the extent possible, relocate the receiver with respect to the 
telephone equipment.
• Where the telephone equipment requires ac power, plug the 
telephone into a different ac outlet so that the telephone equip-
ment and receiver are on different branch circuits.Part 15: Personal Computer Statement. This equipment has been certi-
fied to comply with the limits for a Class B computing device, pursuant to 
Subpart J of Part 15 of FCC Rules. Only peripherals (computing input/
output devices, terminals, printers, etc.) certified to comply with the Class 
B limits may be attached to this computer. Operation with noncertified 
peripherals is likely to result in interference to radio and television recep-
tion.
Part 68: Answer-Supervision Signaling. Allowing this equipment to be 
operated in a manner that does not provide proper answer-supervision sig-
naling is in violation of Part 68 rules. This equipment returns answer-
supervision signals to the public switched network when:
• Answered by the called station
• Answered by the attendant
• Routed to a recorded announcement that can be administered 
by the CPE user
This equipment returns answer-supervision signals on all DID calls for-
warded back to the public switched telephone network. Permissible 
exceptions are: 
• A call is unanswered
• A busy tone is received
• A reorder tone is received
Canadian Department of Communications (DOC)
Interference Information
This digital apparatus does not exceed the Class A limits for radio noise 
emissions set out in the radio interference regulations of the Canadian 
Department of Communications.
Le Présent Appareil Nomérique n’émet pas de bruits radioélectriques 
dépassant les limites applicables aux appareils numériques de la class A 
préscrites dans le reglement sur le brouillage radioélectrique édicté par le 
ministére des Communications du Canada.
TrademarkslDEFINITY is a registered trademark of Lucent Technologies.lCentreVu is a registered trademark of Lucent Technologies.lCONVERSANT is a registered trademark of Lucent Technologies.lInformix is a registered trademark of Informix Software, Inc.lIntel is a registered trademark of Intel. lMicrosoft, MS, MS-DOS, Windows, Windows 95, Windows NT, and 
Access are registered trademarks of Microsoft Corporation.
lOpenLink is a trademark of OpenLink Software.lCrystal Reports is a trademark of SeaGate Software.lSolaris is a trademark of Sun Microsystems, Inc.lSPARC trademarks, including the SCD compliant logo, are 
trademarks or registered trademarks of SPARC International, Inc. 
SPARCstation, SPARCserver, SPARCengine, SPARCworks, and 
SPARCompiler are licensed exclusively to Sun Microsystems, Inc. 
Products bearing SPARC trademarks are based upon an architecture 
developed by Sun Microsystems, Inc.
lSun and Sun Microsystems are trademarks or registered trademarks 
of Sun Microsystems, Inc.
lUltra Enterprise 3000 and Ultra 5 are trademarks of Sun 
Microsystems, Inc.
lUNIX is a registered trademark in the United States and other 
countries, licensed exclusively through X/Open Company Limited.
lAll other products mentioned herein are the trademarks of their 
respective owners. 
						

							Ordering Information
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Fax: 1-800-457-1764
International Fax: 317-322-6699
Write: Lucent Technologies BCS Publications Center
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Indianapolis, IN 46219
Order: Document No. 585-210-929
Comcode 
108502188
Issue 1, December 1999
You can be placed on a Standing Order list for this and other documents 
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please contact the Lucent Technologies Publications Center.
War ra n ty
Lucent Technologies provides a limited warranty on this product. Refer to 
the “Limited use Software License Agreement” card provided with your 
package.
European Union Declaration of Conformity
Lucent Technologies Business Communications Systems declares that 
XXX equipment specified in this document conforms to the referenced 
European Union (EU) Directives and Harmonized Standards listed below:
EMC Directive 89/336/EEC
Low Voltage Directive 73/23/EEC
The “CE” mark affixed to the equipment 
means that it conforms to the above 
Directives.
Heritage Statement
Lucent Technologies—formed as a result of AT&T’s planned restructur-
ing—designs, builds, and delivers a wide range of public and private net-
works, communication systems and software, consumer and business 
telephone systems, and microelectronics components. The world-
renowned Bell Laboratories is the research and development arm for the 
company.
Comments
To comment on this document, return the comment card at the front of the 
document.
Acknowledgment
This document was developed by Lucent Technologies Global Learning 
Solutions Organization. 
						

							Table of Contents
CentreVu ® Supervisor Version 8 
Reports
   CentreVu®  Supervisor Version 8 Reports
iii
.........................................................................................................................................................................................................................................................
  PrefaceP-1
Conventions used  P-1
Report examples  P-2
.........................................................................................................................................................................................................................................................
1  Introduction 1-1
Overview  1-1
About CentreVu CMS and Supervisor  1-1
Interactions with switch features  1-5
How CentreVu CMS tracks ACD data  1-5
Things to Know About the System  1-6
Overview  1-6
Organization  1-6
Terminology 1-7
Terms  1-7
Prerequisite System Administration  1-9
Dictionary  1-9
Call Center Administration  1-9
User Permissions  1-9
System Setup  1-9
Relationships to Other Subsystems  1-10
Timetable  1-10
CMS  1-10
Dictionary  1-10
Exceptions  1-10
Scripting  1-10
User Permissions  1-11
Things to Know About CentreVu Supervisor Reports  1-12
Overview  1-12
Organization  1-12
Agent and Trunk States  1-13 
						

							   CentreVu® CMS R3V8 Upgrades and Migration
iv
Agent states  1-13
Trunk states  1-15
Refresh Rate for Real-Time and Integrated Reports  1-16
Fastest allowable refresh rate  1-16
Default refresh rate  1-16
Shortest refresh rate  1-16
Historical Data in Integrated Reports  1-16
.........................................................................................................................................................................................................................................................
2  Using CentreVu Supervisor Reports 2-1
Overview  2-1
How to access reports  2-1
How this chapter is organized  2-1
Selecting and Running Reports  2-2
Overview  2-2
Report Designer  2-2
Using the Scripting feature  2-3
CentreVu Supervisor Controller toolbar  2-3
Report Selector  2-3
Report output window  2-3
Script buttons  2-3
Selecting a Report 2-4
Running a Report  2-6
Types of input  2-6
Selecting Report Run Dates  2-8
Selecting Dates  2-8
Browse Date  2-8
Browse Dates  2-9
Browse Month  2-9
Browse Months  2-10
Selecting Report Run Times  2-11
Selecting times  2-11
Browse Time  2-11
Exiting and Restarting Reports  2-12
How to exit a report  2-12
How to restart a report  2-12
Report Menu Bar  2-13
Overview  2-13
Report 2-14
Report menu  2-14
Menu item functions  2-15 
						

							   CentreVu® CMS R3V8 Upgrades and Migration
v
Save as HTML  2-17
Browsers  2-17
Selecting Save as HTML location  2-17
Output files  2-19
Templates  2-19
Not using templates  2-19
Using existing templates  2-20
Save as HTML template tags  2-20
Fonts  2-20
Print Preview  2-21
Access Print Preview  2-21
Print Preview dialog box  2-21
Print Preview fields  2-22
Edit 2-24
Edit menu  2-24
Menu item functions  2-24
Format 2-26
Format menu  2-26
Menu item functions  2-26
Tools 2-27
Tools menu  2-27
Menu item functions  2-27
Options 2-28
Options menu  2-28
Menu item functions  2-28
Editing and Viewing Reports  2-29
Overview  2-29
Organization  2-29
Report Layouts  2-30
Report types  2-30
What constitutes a report?  2-30
Tables  2-30
Charts  2-31
Formatting Table Reports  2-32
Accessing the Table Format Options window  2-32
General tab  2-32
General tab parameters  2-33
Sort tab  2-33
Using the Sort tab  2-34
Formatting Chart Reports  2-35
Accessing the Chart Format Options window  2-35
General tab  2-36
General tab input fields  2-36 
						

							   CentreVu® CMS R3V8 Upgrades and Migration
vi
3D Effects tab  2-37
3D Effects tab input fields  2-38
Axis tab  2-39
Axis tab input fields  2-39
Type tab  2-40
Type tab input fields  2-40
Title tab  2-41
Title tab input fields  2-41
Legend tab  2-42
Legend tab input fields  2-42
Data Labels tab  2-43
Data Labels tab input fields  2-43
Minimizing Report Output Windows  2-45
Icons associated with minimized report windows  2-45
Icons associated with minimized report thresholds  2-46
Right mouse button pop-up menus  2-47
Menus displayed  2-47
Rotating a 3D chart  2-49
Exporting Report Data  2-50
Defaults  2-50
Report format  2-50
Copying Chart Reports 2-53
Resizing Report Windows and Columns  2-54
Resizing a window  2-54
Standard Supervisor report window  2-54
Graphical report window  2-54
Changing a column width  2-54
Selecting a Printer  2-55
Print setup options  2-55
Setting Up a Page  2-57
Page setup options  2-57
Setting Report Threshold Highlights  2-59
Reports  2-59
Entities  2-59
Turn highlights on and off  2-59
Example  2-59
Set Report Threshold Highlights  2-60
Before you start  2-60
Tips for Setting Report Threshold Highlights  2-63
Tips for setting report threshold highlights  2-63
Available Agent Threshold Settings  2-65
Agent threshold settings  2-65
Available Split/Skill Threshold Settings  2-68
Split/skill threshold settings  2-68 
						

							   CentreVu® CMS R3V8 Upgrades and Migration
vii
Available VDN Threshold Settings  2-71
VDN threshold settings  2-71
Report Options  2-73
Functions  2-73
Options General Tab  2-74
Options general tab  2-74
Options Report Colors Tab  2-76
Options report colors tab  2-76
Options Threshold Colors Tab  2-78
Options threshold colors tab  2-78
Options Name Format Tab  2-79
Options name format tab  2-79
Create a New Report Color Scheme  2-81
Procedure  2-81
Create a New Threshold Color Scheme  2-84
Procedure  2-84
Create a New Name Format  2-87
Procedure  2-87
.........................................................................................................................................................................................................................................................
3  Real-Time Reports 3-1
Overview  3-1
Introduction  3-1
Organization of Real-Time Reports  3-1
Presentation  3-2
Diagram of Real-Time reporting system  3-2
Agent reports  3-4
Overview  3-4
Organization  3-4
General Information About Agent Reports  3-5
What an Agent report contains  3-5
Organization of Agent reports  3-5
Agent report selector window  3-5
Agent Report Input Windows  3-6
Agent report input fields  3-6
 3-6
Agent Group Report  3-7
Things to know about this report  3-7
Agent Group report example  3-7
Agent Group report input fields  3-7
Agent Group report description  3-8
Agent Report  3-10 
						

							   CentreVu® CMS R3V8 Upgrades and Migration
viii
Things to know about this report  3-10
Agent report example  3-10
Agent report input fields  3-10
Agent report description  3-11
Agent Information Report  3-13
Things to know about this report  3-13
Agent Information report example  3-14
Agent Information report description  3-14
Graphical Information Report  3-17
Things to know about this report  3-17
Graphical Information report example  3-18
Graphical Information report description  3-18
Other Reports  3-22
Overview  3-22
Organization of this section  3-22
General Information About Other Reports  3-23
What Other reports contain  3-23
Organization of Other reports  3-23
Other report selector window  3-23
Event Count Summary Report  3-24
Things to know about this report  3-24
Relationships to other subsystems  3-24
Event Count Summary input window  3-24
Event Count Summary input fields  3-25
Event Count Summary report example  3-25
Event Count Summary report description  3-26
Multi-ACD Report 3-27
Things to know about this report  3-27
Multi-ACD report input window  3-28
Multi-ACD report Input Fields  3-29
Multi-ACD report example  3-30
Multi-ACD report description  3-30
Multi-ACD Top Agent Report  3-35
Things to know about this report  3-35
Multi-ACD Top Agent report input window  3-36
Multi-ACD Top Agent report Input Fields  3-36
Multi-ACD Top Agent report example  3-37
Multi-ACD Top Agent report description  3-38
Queue/Agent Reports  3-41
Overview  3-41
Organization of this section  3-41
General Information About Queue/Agent Reports  3-42