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Lucent Technologies CentreVu Supervisor Version 8 Reports Guide
Lucent Technologies CentreVu Supervisor Version 8 Reports Guide
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Real-Time Reports CentreVu® Supervisor Version 8 Reports Queue/Agent Reports3-41 Queue/Agent Reports .........................................................................................................................................................................................................................................................Overview PurposeThe Queue/Agent reports give you the following specific information about Queues and Agents: •The overall skill information along with information about agents for whom the requested skill is the top skill. •The overall split/skill information such as the number of calls waiting, oldest call waiting, and percent answered within service level. •A summary of the splits/skills queue status. Organization of this sectionThis section contains the following topics: •General Information About Queue/Agent Reports (3-42) •Queue/Agent Report Selector Window and Input Fields (3-43) •Queue/Top Agent Status Report (3-45) •Queue/Agent Status Report (3-50) •Queue/Agent Summary Report (3-55).
Real-Time Reports CentreVu® Supervisor Version 8 Reports General Information About Queue/Agent Reports3-42 .........................................................................................................................................................................................................................................................General Information About Queue/Agent Reports What Queue/Agent reports containThe Queue/Agent reports give you the following specific information about Queues and Agents: •The overall skill information along with information about agents for whom the requested skill is the top skill. •The overall split/skill information such as the number of calls waiting, oldest call waiting, and percent answered within service level. •A summary of the splits/skills queue status. Organization of Queue/ Agent reportsThe following list shows how the Queue/Agent reports are structured in CentreVu Supervisor: •Queue Top Agent Status •Status •Summary.
Real-Time Reports CentreVu® Supervisor Version 8 Reports Queue/Agent Report Selector Window and Input Fields3-43 .........................................................................................................................................................................................................................................................Queue/Agent Report Selector Window and Input Fields OverviewThe queue/agent report selector window and the queue report input window are used to run the queue/agent reports described in this section. Queue/Agent report selector windowThe following figure is an example of the Queue/Agent report selector window. The reports are explained in the same order as listed in the window:
Real-Time Reports CentreVu® Supervisor Version 8 Reports Queue/Agent Report Selector Window and Input Fields3-44 Queue/Agent report input fieldsThe following table describes the input fields on real-time Queue report input windows: Field Definition Skill: or Split/Skill: Enter the skill name or number that you want to view in this report. Any name(s) that you want to appear on the report must have been previously defined and entered in the Dictionary subsystem. Refresh Every SecondsEnter the number of seconds (3 to 600) to specify how often you want the report to refresh. 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 run 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.
Real-Time Reports CentreVu® Supervisor Version 8 Reports Queue/Top Agent Status Report3-45 .........................................................................................................................................................................................................................................................Queue/Top Agent Status Report OverviewThis report displays overall skill information along with information about agents for whom the requested skill is the top skill. This report resembles the Queue/Agent Status report, but this report also displays the number of top agents staffed, available, ringing, on ACD calls, in ACW, in AUX, and in Other, plus the number of flex agents staffed. The number of calls answered and abandoned also appear on the report. Things to know about this reportHere are some things you need to know about this report: •This report is available only for Generic 3 switches with EAS. •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 Queue/Top Status report are stored in csplit and cagent tables. •This report uses the Queue Report input window. Select a skill that you want to view on the report. See Queue/Agent Report Selector Window and Input Fields (3-43) for more information. Queue/Top Agent Status report exampleThe following figure provides an example of a Queue/Top Agent Status report:
Real-Time Reports CentreVu® Supervisor Version 8 Reports Queue/Top Agent Status Report3-46 Queue/Top Agent Status report descriptionThe following table describes the report fields: Report Heading Description Database Item, Calculation, or Skill Name or number of the skill selected for this report.syn(SPLIT) 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 Waiting The length of time (in seconds) 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 Direct Agent Calls WaitingThe current number of direct agent calls (Generic 3 only) that are waiting in this skills queue or ringing at agent positions.DA_INQUEUE+DA_INRING % Within Service LevelThe percentage of skill ACD calls that were answered by an agent within the predetermined time.100*(ACCEPTABLE/ CALLSOFFERED) Secs Shows the current setting for the Acceptable Service Level, in seconds, as defined on the Call Center Administration Split/Skill Call Profile Setup window.SERVICELEVEL ACD Calls The number of calls that were queued to the skill and answered by this agent in this skill (includes O_ACDCALLS).ACDCALLS 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.ABNCALLS Top Agents Staffed The current number of top agents that are staffed in this skill.TSTAFFED
Real-Time Reports CentreVu® Supervisor Version 8 Reports Queue/Top Agent Status Report3-47 Top Agents Avail The current number of top agents logged into the skill and available in the skill to take calls.TAVA I L A B L E Top Agents Ringing The number of top agents logged into the skill who have ACD calls (including direct agent calls) ringing at their voice terminals.TAGINRING Top Agents on ACD CallsThe total number of top agents connected to inbound and outbound ACD calls in each skill. This does not include direct agent calls.TONACD Top Agents in ACW The number of top agents who are in the after call work state for each skill. This includes agents on ACWIN/ACWOUT calls and agents in ACW not associated with an ACD call.TINACW Top Agents in AUX The 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 Top Agents in Other The current number of top agent positions that are doing other work. For 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 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 personal call ringing with no other activity. 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). For the Generic 3 switches without EAS, agents are logged into multiple splits and doing work for a split 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 Report Heading Description Database Item, Calculation, or
Real-Time Reports CentreVu® Supervisor Version 8 Reports Queue/Top Agent Status Report3-48 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 Agent Name The name (or agent IDs if the names have not been assigned in the Dictionary) of the agents assigned to this split/skill and logged in.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 Skill/Level The skill and level associated with the split/skill or direct agent ACD call that the agent is on or the ACW session. 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. The level is either a skill level (1-16) for a normal skill or a reserve level (R1 or R2) for a reserve skill. This WORKSKLEVEL applies to WORKSKILL.WORKSKILL/ syn(WORKSKLEVEL) Report Heading Description Database Item, Calculation, or
Real-Time Reports CentreVu® Supervisor Version 8 Reports Queue/Top Agent Status Report3-49 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 purchased the Vectoring feature)The number or name of the VDN for which the report shows data. The Vector Directory Number is associated with the ACD call in progress.VDN Report Heading Description Database Item, Calculation, or
Real-Time Reports CentreVu® Supervisor Version 8 Reports Queue/Agent Status Report3-50 .........................................................................................................................................................................................................................................................Queue/Agent Status Report OverviewThis report is a combination of the Agent report and the Queue/Agent Summary report. It displays overall split/skill information such as the number of calls waiting, oldest call waiting, and percent answered within service level. It also shows the number of agents available, on ACD calls, staffed, with calls ringing, and on after call work. It also shows what each agent in the split/skill is currently doing. Things to know about this reportHere are some things you need to know about this report: •Direct agent calls waiting are displayed in this report because direct agent calls occupy split/skill queue slots on Generic 3 switches. •The database items used for the Queue/Agent Status report are stored in csplit and cagent tables. •This report uses the Queue Report Input Window. Select a split/skill that you want to view on the report. See Queue/Agent Report Selector Window and Input Fields (3-43) for more information. Queue/Agent Status report exampleThe following figure provides an example of a Queue/Agent Status report: