Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Agent Report3-11
Agent report descriptionThe following table describes the report fields:
Field Definition Database Item, Calculation, or 

Split/Skill The name or number of the split/skill selected for 
this report.syn(SPLIT)
Agent Name The name(s) of the agent(s) assigned to this split/
skill and logged in (or their login IDs if names 
have not been assigned to them in Dictionary).syn(LOGID)
Login ID The login identification of the agent. LOGID
Extn The extension that the agent logged in from. EXTENSION
AUX Reason The reason associated with the auxiliary work 
state of this agent (for example, lunch, break, 
meeting, or training). This field is blank if the 
agent is not in the AUX state.AUXREASON
State The current work mode (state) that the agent is in 
(AVAIL, ACD, ACW, AUX, DACD, DACW, 
RINGING, UNKNOWN, OTHER, UNSTAFF) and 
the call direction (blank, IN or OUT).AWORKMODE and DIRECTION
Split/Skill When an agent is on a split/skill call, a direct 
agent call, or in After Call Work associated with 
the call or the ACW. WORKSKILL is the 
OLDEST_LOGON:
•When an agent is on an AUXIN/AUXOUT call from 
the available state, while in AUX or with an AUXIN/
AUXOUT call on hold
•When an agent is on an AUXIN call with an ACD 
call on hold.
When an agent is on an AUXOUT call with an 
ACD call on hold, this is the split/skill associated 
with the ACD call. When an agent is available, in 
AUX, or in OTHER, this is blank.WORKSKILL 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Agent Report3-12
Time The elapsed time since the last agent 
WORKMODE change for any split/skill. This item 
is not reset if the DIRECTION changes, but 
WORKMODE remains the same. For example, if 
the agent goes from AUX to AUXOUT to AUX, 
AGTIME continues without resetting.AGTIME
VDN Name 
(Shows data 
only if you 
have the 
Vectoring 
feature) The number or name of the VDN for which the 
report shows data. The Vector Directory Number 
(VDN) associated with the ACD call in progress. If 
a name has been assigned to the VDN in the 
Dictionary, the name displays instead of the 
number.VDN Field Definition Database Item, Calculation, or 
 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Agent Information Report3-13
.........................................................................................................................................................................................................................................................Agent Information Report
OverviewThe Agent Information report displays real-time information and statistics 
for the specified agent.
This version of the Agent Information report is for non-EAS users.
Things to know about
this reportHere are some things you need to know about this report:
•Whenever you drill down to the Real-Time Agent Information report, 
you can also drill down to the Integrated Agent Information report by 
clicking the right mouse button.
•This report includes a table that shows all the splits which the agent 
is logged into. If the agent is assigned to additional splits, but is not 
logged into those splits, these will not be reflected in this table.
•When this report is accessed from the report selector menu, you 
need to enter the Agent Name and Login ID input fields.
•When this report is accessed from another report by drilling down, 
the input fields will be defaulted from the report you are drilling down 
from.
•The database items used for the Agent Information report are stored 
in the cagent table.
•This report uses the Agent Information Input Window. Select an 
agent that you want to view on the report. See 
Agent Report Input 
Windows (3-6).
You can access this report as follows:
•From the Real-Time Agent Category selector menu.
•By drilling down from the Agent Name or Login ID fields on other 
reports (for example, Agent, Agent Group, Graphical AUX Agents 
Report, Graphical AUX Top Agents Report, or other Real-Time and 
Integrated reports). 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Agent Information Report3-14
Agent Information report
exampleThe following figure provides an example of the Agent Information report:
Agent Information report
descriptionThe following table describes the report fields:
Field Definition Database Item, Calculation, or 

Agent Name The name(s) of the agent(s) assigned to this split/
skill and logged in (or their login IDs if names have 
not been assigned to them in Dictionary).syn (LOGID)
Login ID The login identification of the agent. LOGID
Extn The extension that the agent logged in from. EXTENSION
State The current work mode (state) that the agent is in 
(AVAIL, ACD, ACW, AUX, DACD, DACW, 
RINGING, UNKNOWN, OTHER, UNSTAFF) and 
the call direction (blank, IN or OUT).AWORKMODE and DIRECTION
Time The elapsed time since the last agent 
WORKMODE change for any split/skill. This item is 
not reset if the DIRECTION changes, but 
WORKMODE remains the same. For example, if 
the agent goes from AUX to AUXOUT to AUX, 
AGTIME continues without resetting.AGTIME 
						

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Agent Information Report3-15
Active Split The split is active when the agent is:
•On a split/skill, on a direct agent ACD call, or in 
ACW-this is the split/skill associated with the call or 
ACW.
•Available, in AUX or in OTHER states, this is null 
(blank).
•On an AUXIN/AUXOUT call-this is the 
OLDEST_LOGON split/skill.  
•On an AUXIN/AUXOUT call from the available state, 
while in AUX or with an AUXIN/AUXOUT call from 
the available state, while in AUX or with an AUXIN/
AUXOUT call on hold-this is the OLDEST_LOGON 
split/skill. 
•On an AUXIN call with an ACD call on hold-this is 
the OLDEST_LOGON split/skill. 
•On an AUXOUT call with an ACD call on hold-this is 
the split/skill associated with the ACD call. 
WORKSKILL differs from WORKSPLIT only in the 
case that the agent is available. In this case, 
WORKSKILL will be blank and WORKSPLIT will 
contain one of the splits/skills in which the agent is 
available.syn(WORKSKILL)
ACD Calls The ACD calls that were queued to the split/skill 
and answered by an agent during the current 
interval. This does not include direct agent calls, 
but it does include ACD calls placed by an adjunct 
(also called outbound predictive dialing), for the 
Generic 3 with ASAI only. sum(ACDCALLS)
Move 
Pending?A move to a new split or skill or a change of skill is 
pending for this agent. This is available only for 
Generic 3 Version 4 and later switch releases with 
the Move Agent While Staffed feature. Values for 
MOVEPENDING are 0= NO, 1 = YES.MOVEPENDING
Direct Agent 
CallsThe total number of split and direct agent calls 
(Generic 3 switches only) that have been answered 
by the agent during the current interval. This is the 
number of calls that the agent answered, not the 
number of calls for which the agent counted an 
event.sum(DA_SKILL)
AVAIL The time during the collection interval that the 
agent was in the available state for split or direct 
agent ACD calls in any split.sum(TI_AVAILTIME) Field Definition Database Item, Calculation, or 
 
						

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Agent Information Report3-16
ACD The time during the collection interval that the 
agent was talking on ACD calls for the SPLIT.sum ()
 ACW The time during the collection interval that the 
agent was in after call work (ACW). This includes 
ACW for split ACD calls and ACW not associated 
with the call.sum(
 AUX The time during the collection interval that the 
agent was in the AUX work state in all splits/skills 
or on AUXINCALLS or AUXOUTCALLS.sum(TI_AUXTIME)
RINGING The time during the collection interval that the 
agent had split and direct agent ACD calls ringing.sum(I_RINGTIME)
OTHER The time during the collection interval that the 
agent was doing other work in all splits. For 
Generic 3 switches, while in Auto-in or Man-In: the 
agent put any call on hold and performed no further 
action, the agent dialed to place a call or to activate 
a feature, or an extension call rang with no other 
activity. For all switches, TI_OTHERTIME is 
collected for the time period after the switch comes 
up or after the agent logs in and before the CMS 
receives notification of the agents state from the 
switch. The TI_ time is stored only for the split/
skill logged into the longest. TI_ time needs to be 
summed across the splits/skills the agents may log 
into, in case the logon order changes during the 
collection interval.sum(TI_OTHERTIME)
Split The split number or name that this extension is 
assigned to or the split number or name that the 
agent logged into.syn(SPLIT) Field Definition Database Item, Calculation, or 
 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Graphical Information Report3-17
.........................................................................................................................................................................................................................................................Graphical Information Report
OverviewThe Graphical Information report displays real-time information and 
statistics for the specified agent.
Things to know about
this reportHere are some things you need to know about this report:
•Supervisors can use this report to access further information on one 
particular agent without having to execute several steps and several 
different reports to get the pertinent information. This report enables 
the supervisor to quickly make a more educated decision on 
whether an agent should be added to or removed from a skill.
•This report is available for all switch releases. The contents of this 
report depends upon the switch release for which it is being run.
•The database items used for the Graphical Information Report are 
stored in the cagent table.
•This report uses the Agent Information Input window. Select an 
agent that you want to view on the report. See 
Agent Report Input 
Windows (3-6).
You can access this report in the following ways:
•From the Real-Time Agent Category selector menu.
•By drilling down to this report from the Agent Name or Login ID 
fields on other reports (for example, Agent Information, Work State, 
or Graphic AUX Agent reports).
The following example of this report shows the information it will contain 
for the 
DEFINITYEnterprise Communications Server (ECS) Release 5 
switch:
•Graphical information:
A three-dimensional vertical bar chart, with time (in minutes) along 
the y-axis, and agent work states along the x-axis. The chart shows 
how much time (in minutes) during the current interval the agent 
spent in each of the work states. By default, no legend accompanies 
the chart.
•Table information:
A table shows the skill that is assigned to the agent, and the skill 
level of 1-16 or R1 or R2 (if ECS switch with EAS) or the priority 
level with 1 representing the primary level, and 2 representing 
the secondary level (if using a pre-ECS switch with the EAS 
feature).
A scroll bar is displayed only if the number of skills to which the 
agent is assigned exceeds what can be displayed in the table.
•Real-Time report status. 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Graphical Information Report3-18
Graphical Information
report exampleThe following figure provides an example of the Graphical Information 
report:
Graphical Information
report descriptionThe following table describes the report fields:
Field Definition Database Item, Calculation,  
or 
Agent The name(s) of the agent(s) assigned to this split/
skill and logged in (or their login IDs if names have 
not been assigned to them in Dictionary).syn(LOGID)
Login ID The login identification of the agent. LOGID
Extn The extension that the agent logged in from.  EXTENSION
State The current work mode (state) that the agent is in 
(AVAIL, ACD, ACW, AUX, DACD, DACW, 
RINGING, UNKNOWN, OTHER, UNSTAFF) and 
the call direction (blank, IN or OUT).AWORKMODE and 
DIRECTION 
						

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Graphical Information Report3-19
Time The elapsed time since the last agent WORKMODE 
change for any split/skill. This item is not reset if the 
DIRECTION changes, but WORKMODE remains 
the same. For example, if the agent goes from AUX 
to AUXOUT to AUX, AGTIME continues without 
resetting.AGTIME
Active Skill The skill is active when the agent is:
•On a split/skill, on a direct agent ACD call, or in ACW. 
This is the split/skill associated with the call or ACW.
•Available, in AUX or in OTHER states. This is null 
(blank).
•On an AUXIN/AUXOUT call. This is the 
OLDEST_LOGON split/skill.
•On an AUXIN/AUXOUT call from the available state, 
while in AUX or with an AUXIN/AUXOUT call from 
the available state, while in AUX or with an AUXIN/
AUXOUT call on hold. This is the OLDEST_LOGON 
split/skill.
•On an AUXIN call with an ACD call on hold. This is 
the OLDEST_LOGON split/skill.
•On an AUXOUT call with an ACD call on hold. This is 
the split/skill associated with the ACD call.
WORKSKILL differs from WORKSPLIT only in the 
case that the agent is available. In this case, 
WORKSKILL will be blank and WORKSPLIT will 
contain one of the splits/skills in which the agent is 
available.syn(WORKSKILL)
AUX Reason For the 
DEFINITY ECS, this is the reason code 
associated with the auxiliary work state (on a break, 
in a meeting, and so on) of this agent. This field is 
blank if the agent is not in the AUX state.syn(AUXREASON)
Top Skill The agents first-administered, highest-level, 
measured skill, where skill level 1 is the highest, skill 
level 16 is the lowest. The TOPSKILL of an agent 
will be 0 except when PREFERENCE is a skill level 
(LVL). This means that an agent will not have a top 
skill or be counted in any split table TOPSKILL items 
if their call handling preference is Greatest Need 
(NEED) or percent allocation (PCNT). In addition, 
agents who have skill level preference, but only 
reserve levels for all their skills, will not have a 
TOPSKILL. syn(TOPSKILL) Field Definition Database Item, Calculation,  
or  
						

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Graphical Information Report3-20
Call Handling 
PreferenceThe agents call handling preference. Values are 
blank, skill level (LVL) or greatest need (NEED), or 
percent allocation (PCNT). syn(PREFERENCE)
 ACD Calls The ACD calls that were queued to the split/skill and 
answered by an agent during the current interval. 
This does not include direct agent calls, but it does 
include ACD calls placed by an adjunct (also called 
outbound predictive dialing), for the Generic 3 with 
ASAI only.sum(ACDCALLS)
Move 
Pending?A move to a new split or skill or a change of skills is 
pending for this agent. This is available only for 
Generic 3 Version 4 and later switch releases with 
the Move Agent While Staffed feature. Values for 
MOVEPENDING are 0= NO, 1 = YES.MOVEPENDING
Direct Agent 
SkillThe skill currently assigned as the agents direct 
agent skill. Direct agent calls to the agent are 
queued to this skill.syn(DA_SKILL)
Direct Agent 
CallsThe total number of split/skill and direct agent calls 
(Generic 3 switches only) that have been answered 
by this agent during the current interval. This is the 
number of calls that the agent answered, not the 
number of calls for which the agent counted an 
event.sum(DA_ACDCALLS)
Skill The name or number of the skill that is selected for 
this report.syn(SPLIT)
Level The skill level (1-16, R1 or R2) associated with the 
SKILL.syn(LEVEL)
Percent Agents percent allocation for this SPLIT. Requires 
ECS R6 or later with 
CentreVu Advocate. PERCENT
 AVAIL The time during the collection interval that the agent 
was in the available state for split/skill or direct 
agent ACD calls in any split/skill.sum(TI_AVAILTIME)
 ACD The total time during the collection interval that the 
agent was talking on ACD calls for the split.sum ()
 ACW The total time during the collection interval that the 
agent was in after call work (ACW). This includes 
ACW for split/skill ACD calls and ACW not 
associated with the call.sum() Field Definition Database Item, Calculation,  
or