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Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

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    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Queue/Agent Status Report3-51
    Queue/Agent Status
    report descriptionThe following table describes the report fields:
    Report Heading Description Database Item, Calculation, or 
    
    Split/Skill The name or number of the split or skill selected 
    for this report.syn(SPLIT)
    Skill State Current state of this skill, compared to the 
    administered thresholds.  Requires ECS R6 or 
    later with 
    CentreVu Advocate. syn(SKSTATE)
    Calls Waiting The total number of split or skill ACD calls waiting 
    to be answered for each split/skill in the report. 
    This includes calls that are in queue and are 
    ringing at an agents voice terminal. It also 
    includes outbound ACD calls placed by an 
    adjunct (also called outbound predictive dialing), 
    for the the Generic 3 with ASAI only. For the 
    Generic 3 switches, it does not include direct 
    agent calls.INQUEUE+INRING
    Oldest Call 
    WaitingThe length of time (in seconds) the oldest 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 switches only) that are waiting in this splits/
    skills queue or ringing at agent positions.DA_INQUEUE+DA_INRING
    % Within Service 
    LevelThe percentage of split/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.SERVICELEVEL
    ACD Calls The number of calls that were queued to this 
    split/skill and answered by an agent in this split/
    skill (includes O_ACDCALLS).ACDCALLS 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Queue/Agent Status Report3-52
    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 abandon 
    count as abandons for the split/skill for which they 
    were ringing.)ABNCALLS
    Agents Staffed The total number of agents logged into each split/
    skill.STAFFED
    Agents Avail The current number of agents that are available 
    to receive ACD calls in each split/skill.AVA I L A B L E
    Role The Agents service role for this SPLIT, as 
    defined in the Dictionary. Requires 
    DEFINITY 
    ECS R6 or later with 
    CentreVu Advocate. syn(ROLE)
    Percent The Agents percent allocation for this SPLIT. 
    Requires 
    DEFINITY ECS R6 or later with 
    CentreVu Advocate. PERCENT
    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 
    CallsThe 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 that 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
    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/AUXOUT calls.INAUX Report  Heading Description Database Item, Calculation, or 
     
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Queue/Agent Status Report3-53
    Agents in Other The current number of 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 
    ringing personal call with no other activity. For the 
    Generic 3 switches without EAS, agents are 
    logged into multiple splits and doing work for a 
    split other than this one. 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.OTHER
     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
     Role The Agents service role for this SPLIT, as 
    defined in the Dictionary. Requires 
    DEFINITY 
    ECS R6 or later with 
    CentreVu Advocate. syn(ROLE)
     Percent The Agents percent allocation for this SPLIT. 
    Requires 
    DEFINITY ECS R6 or later with 
    CentreVu Advocate. PERCENT
     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).syn(WORKMODE) and 
    syn(DIRECTION) Report Heading Description Database Item, Calculation, or 
     
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Queue/Agent Status Report3-54
     Split/Skill 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.syn(WORKSKLEVEL)
     Level The skill level associated with the agents current 
    WORKSKILL, when WORKSKILL is not null. 
    Requires a Generic 3 Version 2 or later switch 
    with the EAS feature. For 
    CentreVu Advocate, in 
    the cagent table, WORKSKLEVEL contains 
    either a skill level (1-16) for a normal skill, or a 
    reserve level (1 or 2) for a reserve skill. This 
    WORKSKLEVEL applies to WORKSKILL. syn(WORKSKLEVEL)
     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 
    (VDN) 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 Summary Report3-55
    .........................................................................................................................................................................................................................................................Queue/Agent Summary Report
    OverviewThis report summarizes the splits/skills queue status (for example, how 
    many calls are waiting in queue). It also summarizes the status of all 
    agents (for example, how many agents are currently staffed or in after 
    call work for the split or skill).
    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 or later 
    switches.
    •The database items used for the Queue/Agent Summary report are 
    stored in the 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 Summary
    report exampleThe following figure provides an example of a Queue/Agent Summary 
    report: 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Queue/Agent Summary Report3-56
    Queue/Agent Summary
    report descriptionThe following table describes the report fields:
    Report  Heading Description Database Item, Calculation, or 
    
     Split/Skill The name or number of the splits/skills 
    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 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 splits/
    skills queue or ringing at agent positions.DA_INQUEUE+DA_INRING
    % Within Service 
    LevelThe percentage of split/skill ACD calls that 
    were answered by an agent within the 
    predetermined time.100*(ACCEPTABLE/ 
    CALLSOFFERED) 
    
    Secs. The size of each service level increment is 
    measured in seconds. Each increment of 
    seconds represents a progressively longer 
    wait time segment during which calls may be 
    answered or abandoned, and each increment 
    can be a different length. These increments 
    are defined in the Call Center Administration - 
    Split/Skill Call Profile Setup window or VDN 
    Call Profile Setup window.PERIOD1-9
    Agents Staffed: The total number of agents that are logged 
    into each split/skill.STAFFED
    Agents Avail: The current number of agents that are 
    available to receive ACD calls in this split/skill.AVAILABLE 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Queue/Agent Summary Report3-57
    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 ACW-IN/ACW-OUT calls and 
    agents in ACW not associated with an ACD 
    call.INACW Report  Heading Description Database Item, Calculation, or 
     
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Reports3-58
    Split/Skill Reports
    .........................................................................................................................................................................................................................................................Overview
    PurposeFrom the Real-Time Split/Skill menu you can select Split Status (non- 
    EAS) or Skill Status (EAS), Split/Skill Report, or Call Profile. Additionally, 
    if you have the EAS feature, you can select Top Agent Status, Top Agent 
    Report, and Skill AUX Report
    The Split Status report or Skill Status report shows the status of one split 
    or one skill. If you have the EAS feature, your system displays the Skill 
    Status report. If you do not have the EAS feature, your system displays 
    the Split Status report.
    Organization of this
    sectionThis section contains the following topics:
    •General Information About Split/Skill Reports (3-59)
    •Split/Skill Report Selector Window and Input Fields (3-60)
    •Split/Skill Call Profile Report (3-62)
    •Real-Time Graphical Active Agents Report (3-65)
    •Real-Time Graphical Allocated Agents Report (3-69)
    •Split/Skill Graphical AUX Agents Report (3-73)
    •Split/Skill Graphical AUX Top Agents Report (3-76)
    •Split/Skill Graphical Call Profile Report (3-79)
    •Split/Skill Graphical EWT Report (3-83)
    •Split/Skill Graphical Queue Report (3-86)
    •Split/Skill Graphical Skill Overload Report (3-89)
    •Split/Skill Graphical Staffing Profile Report (3-91)
    •Split/Skill Graphical Status Report (3-95)
    •Split/Skill Graphical Top Skill Status Report (3-99)
    •Reserve1 AUX Agents Report (3-104)
    •Reserve2 AUX Agents Report (3-108)
    •Skill AUX Report (3-112)
    •Skill Status Report (3-114)
    •Skill Top Agent Report (3-120)
    •Split Status Report (3-125)
    •Split/Skill Report (3-130)
    •Split/Skill by Location Report (3-134)
    •Split/Skill Top Agent Status Report (3-136)
    •Split/Skill Agent Status by Location Report (3-140) 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    General Information About Split/Skill Reports3-59
    .........................................................................................................................................................................................................................................................General Information About Split/Skill Reports
    Organization of split/skill
    reportsThe following list shows how the Split/Skill reports are organized in 
    CentreVu Supervisor:
    •Call Profile
    •Graphical Active Agents
    •Graphical Allocated Agents
    •Graphical AUX Agents Report
    •Graphical AUX Top Agents Report
    •Graphical Call Profile
    •Graphical EWT
    •Graphical Queue
    •Graphical Skill Overload 
    •Graphical Staffing Profile
    •Graphical Status
    •Graphical Top Skill Status
    •Reserve1 AUX Agents
    •Reserve2 AUX Agents
    •Skill AUX
    •Skill Status
    •Skill Top Agent
    •Split Status
    •Split/Skill Report
    •Split/Skill by Location Report
    •Top Agent Status Report
    •Agent Status by Location Report 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Report Selector Window and Input Fields3-60
    .........................................................................................................................................................................................................................................................Split/Skill Report Selector Window and Input Fields
    OverviewThe split/skill report selector window and the split/skill report input 
    window are used to run the split/skill reports described in this section.
    Split/Skill report selector
    windowThe following figure is an example of the Split/Skill report selector 
    window. The reports are explained in the same order as listed in the 
    window:
    Split/skill report input
    fieldsThe reports in this section use the Split/Skill Reports Input Window. The 
    following table describes the input fields on real-time Split/Skill report 
    input windows. Not all reports use all fields; refer to information for the 
    specific report you are running to determine what you want to view. For 
    example, you may enter a skill or split/skill to run the report.
    All possible fields on this window are described here:
    Field Definition
    Skill:, Split:, Split/Skill:, or 
    Splits/Skills:Fill in the Skill (or split) input name or number for which you want to run 
    the report. You can enter a split/skill name only if the name has been 
    defined in Dictionary.
    Multi-Location ID Select a location ID for which to run the report. The location ID is an ID 
    number of 1 – 44 digits assigned to a 
    DEFINITY port network location 
    and the equipment assigned to that port location.  
    						
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