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Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

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    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Multi-ACD Report3-31
     Oldest Call 
    WaitingThe length of time (in seconds) the oldest ACD 
    call has waited in queue or ringing before being 
    answered. This does not include direct agent 
    calls. OLDESTCALL 
     Avg Speed 
    AnswerThe average time calls waited in queue and 
    ringing before an agent answered. This does not 
    include direct agent calls, but it does include 
    outbound ACD calls placed by an adjunct (also 
    called outbound predictive dialing), for the 
    Generic 3 with the ASAI only. ANSTIME/  ACDCALLS  
    
    EWT Top This heading contains EWT for the split/skill at 
    top priority. EWT is the wait time for the call 
    when it is queued to the split/skill at the top 
    priority. EWT measures only the time it takes to 
    deliver the call to an agent. It does not include 
    ringing time. If 
    CentreVu CMS is connected to a 
    switch previous to the Generic 3 Version 4 or if 
    vectoring is not activated, the EWT headings 
    and columns are displayed, but the fields are 
    blank. Exception thresholds for EWT can be set 
    from the Exceptions command.EWTTOP
    EWT High This heading contains EWT for the split/skill at 
    high priority. EWT is the wait time for the call 
    when it is queued to the split/skill at high priority. 
    EWT measures only the time it takes to deliver 
    the call to an agent. It does not include ringing 
    time. If 
    CentreVu CMS is connected to a switch 
    previous to the Generic 3 Version 4 or if 
    vectoring is not activated, the EWT headings 
    and columns are displayed, but the fields are 
    blank. Exception thresholds for EWT can be set 
    from the Exceptions command.EWTHIGH Report 
    HeadingDescription Database Item, Calculation, 
    or  
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Multi-ACD Report3-32
    EWT Medium This heading contains EWT for the split/skill at 
    medium priority. EWT is the wait time for the call 
    when it is queued to the split/skill at medium 
    priority. EWT measures only the time it takes to 
    deliver the call to an agent. It does not include 
    ringing time. If 
    CentreVu CMS is connected to a 
    switch previous to the Generic 3 Version 4 or if 
    vectoring is not activated, the EWT headings 
    and columns are displayed, but the fields are 
    blank. Exception thresholds for EWT can be set 
    from the Exceptions command.EWTMEDIUM
    EWT Low This heading contains EWT for the split/skill at 
    low priority. EWT is the wait time for the call 
    when it is queued to the split/skill at low priority. 
    EWT measures only the time it takes to deliver 
    the call to an agent. It does not include ringing 
    time. If 
    CentreVu CMS is connected to a switch 
    previous to the Generic 3 Version 4 or if 
    vectoring is not activated, the EWT headings 
    and columns are displayed, but the fields are 
    blank. Exception thresholds for EWT can be set 
    from the Exceptions command.EWTLOW
     ACD Calls The ACD calls that were queued to the split/skill 
    and answered by an agent. 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 
    switches with the ASAI feature only. ACDCALLS 
     Avg ACD Time The average talk time for all ACD calls to this 
    split/skill. This does not include hold time or time 
    on direct agent calls, but it does include talk time 
    of all outbound ACD calls placed by an adjunct 
    (also called outbound predictive dialing) for the 
    Generic 3 switches with the ASAI feature only. ACDTIME/  ACDCALLS  
     Report 
    HeadingDescription Database Item, Calculation, 
    or  
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Multi-ACD Report3-33
     Aban Calls The total number of queued calls for each split/
    skill that abandoned before an agent answered. 
    This includes calls that are ringing at a voice 
    terminal but does not include direct agent calls. 
    It also includes the number of outbound calls for 
    each split/skill that abandoned at the far end 
    before the agent answered, for the Generic 3 
    switches with the ASAI feature only. ABNCALLS 
     Avg Aban Time The average time a caller waited (in split/skill or 
    VDN) before hanging up. ABNTIME /  ABNCALLS  
    
    Agents  
    Available:The total number of agents who are available to 
    receive ACD calls in each split/skill. AVAILABLE 
    Agents  Ringing: The current number of agents that are available 
    and have ACD calls (including direct agent calls) 
    ringing at their voice terminal but have not yet 
    answered. If the agent places a call or answers 
    an extension call, the agent is shown in the AUX 
    work state, rather than in the ringing state. AGINRING 
    Agents on  ACD 
    Calls:The total number of agents that are connected 
    to inbound and outbound ACD calls in each 
    split/skill. This does not include direct agent 
    calls. ONACD
    Agents in ACW: The number of agents who are in the after call 
    work mode for each split/skill. This includes 
    agents on ACWIN/ACWOUT calls and agents in 
    ACW not associated with an ACD call. INACW Report 
    HeadingDescription Database Item, Calculation, 
    or  
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Multi-ACD Report3-34
    Agents in  
    Other:The current number of agent positions that are 
    doing other work. Agent positions show up as 
    OTHER directly after the link to the switch 
    comes up and directly after the agents log in 
    before the 
    CentreVu CMS is notified of the 
    agents work state. For the Generic 3 switches 
    with EAS, the agent did one of the following 
    activities while in the Auto-in or Manual-In state: 
    The agent put any call on hold and performed 
    no further action. The agent is on a direct agent 
    call or in ACW for a direct agent call. The agent 
    is dialing to place a call or to activate a feature. 
    The agent has a ringing personal call queued 
    through another split or skill, with no other 
    activity. For the Generic 3 switch without EAS, 
    agents are logged into multiple splits and doing 
    work for a split other than this one. OTHER
    Agents in  Aux: The current number of agents who are in the 
    AUX work mode for all splits/skills including 
    agents who are handling AUXIN or AUXOUT 
    calls. INAUX
    Agents  Staffed: The number of agents logged into each split/
    skill. STAFFED  Report 
    HeadingDescription Database Item, Calculation, 
    or  
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Multi-ACD Top Agent Report3-35
    .........................................................................................................................................................................................................................................................Multi-ACD Top Agent Report
    OverviewThis report displays skill information for skills from multiple ACDs. Agent 
    counts show top and backup agents. This report allows you to enter skills 
    from multiple ACDs connected to the CMS.
    The Multi-ACD report appears on the real-time reports menu even if you 
    have only one real ACD installed on your 
    CentreVu CMS.
    Things to know about
    this reportHere are some things you need to know about this report:
    •This report shows the number of agents with this skill as their top 
    skill for 
    DEFINITY ECS G3 EAS switches.
    •This report shows the number of agents with this split as 
    OLDEST_LOGON for Generic 3 non-EAS switches.
    •The menu items for this report appear only if the current ACD is a 
    Generic 3 switch and EAS is activated. The report can be run for 
    any live ACD on the CMS (some of which may not be G3 switches 
    with EAS activated).
    •Top Agents are agents for whom the skill is their highest-level skill. 
    If agents have more than one skill at the highest level, then the first 
    one administered is the top skill.
    •The database items used for the Multi-ACD Top Agent Report are 
    stored in the csplit table.
    •The standard report can only include information on six ACDs. This 
    report must be customized with Report Designer to view information 
    on eight ACDs.  
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Multi-ACD Top Agent Report3-36
    Multi-ACD Top Agent
    report input windowThe following figure shows an example of the Multi-ACD Top Agent input 
    window. You must fill in the report input window to run the report. 
    Multi-ACD Top Agent
    report Input FieldsThe following table describes the input fields on real-time Multi-ACD Top 
    Agent report input windows:
    Field Definition
    Skill: (for First 
    through Sixth Skill)Fill in the names or numbers of the First through Sixth Split/
    Skill(s) for which you want to run the report. You can enter a 
    split/skill name only if the name has been defined in Dictionary. 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Multi-ACD Top Agent Report3-37
    Multi-ACD Top Agent
    report exampleThe following figure provides an example of the Multi-ACD Top Agent 
    report: Refresh Every  
    SecondsEnter the number of seconds from 3 to 600, to specify how 
    rapidly 
    CentreVu CMS should update the report data. The 
    default for the Refresh Every  Seconds field in this window is 
    your assigned minimum refresh rate plus 15 seconds. To find 
    out what your minimum refresh rate is, or to change it, check 
    with your 
    CentreVu CMS administrator.
    Enable Report 
    ThresholdsCheck the Enable Report thresholds option to start the report 
    with report thresholds running. Uncheck the option if you do not 
    want to fun report thresholds.
    Run Minimized Check the Run Minimized option to run the report in a minimized 
    window. Uncheck the option to run the report at full size. Field Definition 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Multi-ACD Top Agent Report3-38
    Multi-ACD Top Agent
    report descriptionThe following table describes the report fields:
    Report 
    HeadingDescription Database Item, Calculation, or 
    
     Skill The name or number of the splits/skills selected 
    for this report.syn(SPLIT)
     ACD The name or number of the ACD for which the 
    data was collected.syn(ACD)
    Skill State The current state of the skill, compared to the 
    administered thresholds. This displays as 
    Normal, Overload 1, and Overload 2 on the 
    report. Requires 
    DEFINITY ECS R6 or later with 
    CentreVu Advocate. SKSTATE 
     Calls Waiting The number of split or skill ACD calls waiting to 
    be answered. This includes calls that are in 
    queue and calls that are ringing at an agent voice 
    terminal. It does not include direct agent calls for 
    the Generic 3 switch.INQUEUE+INRING
     Oldest Call 
    WaitingThe length of time (in seconds) that the oldest 
    ACD call has waited in queue or ringing (at an 
    agent voice terminal for each split/skill in the 
    report) before being answered. This does not 
    include direct agent calls.OLDESTCALL
     Avg Speed 
    AnsThe average time that calls waited in queue and 
    ringing before an agent answered. This does not 
    include direct agent calls, but it does include 
    outbound ACD calls placed by an adjunct 
    (outbound predictive dialing) for the Generic 3 
    switches with ASAI only.ANSTIME/ACDCALLS 
    
     ACD Calls The ACD calls that were queued to the split/skill 
    and answered by an agent in the split/skill. This 
    does not include direct agent calls. It does include 
    outbound ACD calls placed by an adjunct 
    (outbound predictive dialing) for the Generic 3 
    switch with the ASAI feature only.ACDCALLS
     Avg ACD 
    TimeThe average talk time for all ACD calls to this 
    split/skill. This does not include hold time or time 
    on direct agent calls. It does include outbound 
    ACD calls placed by an adjunct (outbound 
    predictive dialing) for the Generic 3 switch with 
    the ASAI feature only.ACDTIME/ACDCALLS 
     
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Multi-ACD Top Agent Report3-39
     Aban Calls The number of calls that are abandoned by the 
    caller when calls are in queue or when calls are 
    ringing for this split/skill. This includes calls with 
    talk times less than the phantom abandoned call 
    timer value, if it is set. NOTE: When a call is 
    queued to multiple splits/skills and abandons 
    from the queue, only the primary split/skill 
    increments ABNCALLS. (Calls that are ringing at 
    an agents voice terminal and then abandoned 
    count as abandons for the split/skill for which they 
    were ringing.)ABNCALLS
     Avg Aban 
    Tim eThe average time a caller waited (in split/skill or 
    VDN) before hanging up.ABNTIME/ABNCALLS 
    
     Top Agents 
    AvailThe number of top agents that are logged into the 
    skill who are available in the skill.TAVAILABLE
     Top Agents 
    RingingThe number of top agents that are logged into the 
    skill who have ACD calls (including direct agent 
    calls) ringing at their voice terminals.TAGINRING
     Top Agents 
    on ACD CallsThe number of top agents connected to inbound 
    and outbound ACD calls in each split/skill. This 
    does not include direct agent calls.TONACD
     Top Agents 
    in ACWThe number of top agents who are in the after call 
    work state for each skill. This includes agents on 
    ACWIN or ACWOUT calls and agents in ACW not 
    associated with an ACD call.TINACW
    Top Agents in 
    AUXThe number of top agents logged into the skill 
    who are in the AUX work mode for all skills or are 
    on AUXIN/AUXOUT calls. Does not apply to 
    direct agents in ACW.TINAUX Report 
    HeadingDescription Database Item, Calculation, or 
     
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Multi-ACD Top Agent Report3-40
     Top Agents 
    in OtherFor the Generic 3 switch, the agent did one of the 
    following activities while in the Auto-in or Manual-
    In state:
    •The agent put any call on hold and performed no 
    further action.
    •The agent was on a direct agent call or in ACW for 
    a direct agent call.
    •The agent was dialing to place a call or to activate 
    a feature.
    •The agent had a personal call l ringing with no 
    other activity.
     For the Generic 3 switch without EAS, agents 
    are logged into multiple splits and doing work for 
    a split other than this one (on an ACD call or in 
    ACW). For the Generic 3, agents are logged into 
    multiple skills and doing work for a skill other than 
    this one (on an ACD call or in call-related ACW). 
    Agent positions show up as OTHER directly after 
    the link to the switch comes up and directly after 
    the agents log in before the 
    CentreVu CMS is 
    notified of the agents work state.TOTHER
     Top Agents 
    StaffedCurrent number of top agents that are staffed in 
    the skill.TSTAFFED
     Flex Agents 
    StaffedNumber of agents who are staffing the skill, but 
    are neither top or reserve agents. Requires ECS 
    R6 or later with 
    CentreVu Advocate.  FSTAFFED 
     Reserve1 
    Agents 
    StaffedNumber of agents staffing this skill as reserve1. 
    Requires ECS R6 or later with 
    CentreVu 
    Advocate.  R1STAFFED 
     Reserve2 
    Agents 
    StaffedNumber of agents staffing this skill as reserve2. 
    Requires ECS R6 or later with 
    CentreVu 
    Advocate.  R2STAFFED  Report 
    HeadingDescription Database Item, Calculation, or 
     
    						
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