Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

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What Queue/Agent reports contain  3-42
Organization of Queue/Agent reports  3-42
Queue/Agent Report Selector Window and Input Fields  3-43
Queue/Agent report selector window  3-43
Queue/Agent report input fields  3-44
Queue/Top Agent Status Report  3-45
Things to know about this report  3-45
Queue/Top Agent Status report example  3-45
Queue/Top Agent Status report description  3-46
Queue/Agent Status Report  3-50
Things to know about this report  3-50
Queue/Agent Status report example  3-50
Queue/Agent Status report description  3-51
Queue/Agent Summary Report  3-55
Things to know about this report  3-55
Queue/Agent Summary report example  3-55
Queue/Agent Summary report description  3-56
Split/Skill Reports  3-58
Overview  3-58
Organization of this section  3-58
General Information About Split/Skill Reports  3-59
Organization of split/skill reports  3-59
Split/Skill Report Selector Window and Input Fields  3-60
Split/Skill report selector window  3-60
Split/skill report input fields  3-60
Split/Skill Call Profile Report  3-62
Things to know about this report  3-62
Split/Skill Call Profile report example  3-62
Split/Skill Call Profile report description  3-63
Real-Time Graphical Active Agents Report  3-65
Things to know about this report  3-65
Graphical Active Agents report example  3-66
Graphical Active Agents report description  3-66
Real-Time Graphical Allocated Agents Report  3-69
Things to know about this report  3-69
Graphical Allocated Agents report example  3-70
Graphical Allocated Agents report description  3-71
Split/Skill Graphical AUX Agents Report  3-73
Things to know about this report  3-73
Report formats  3-73
Split/Skill Graphical AUX Agents report example  3-74
Split/Skill Graphical AUX Agents report description  3-74
Split/Skill Graphical AUX Top Agents Report  3-76 
						

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Things to know about this report  3-76
Split/Skill Graphical AUX Top Agents report example  3-77
Split/Skill Graphical AUX Top Agents report description  3-77
Split/Skill Graphical Call Profile Report  3-79
Things to know about this report  3-79
Split/Skill Graphical Call Profile report example  3-80
Split/Skill Graphical Call Profile report description  3-80
Split/Skill Graphical EWT Report  3-83
Things to know about this report  3-83
Split/Skill Graphical EWT report example  3-84
Split/Skill Graphical EWT report description  3-84
Split/Skill Graphical Queue Report  3-86
Things to know about this report  3-86
Split/Skill Graphical Queue report example  3-87
Split/Skill Graphical Queue report description  3-87
Split/Skill Graphical Skill Overload Report  3-89
Things to know about this report  3-89
Split/Skill Graphical Skill Overload report example  3-90
Split/Skill Graphical Skill Overload report description  3-90
Split/Skill Graphical Staffing Profile Report  3-91
Things to know about this report  3-91
Split/Skill Graphical Staffing Profile report example  3-92
Split/Skill Graphical Staffing Profile report description   3-92
Split/Skill Graphical Status Report  3-95
Things to know about this report  3-95
Split/Skill Graphical Status report example  3-96
Split/Skill Graphical Status report description  3-96
Split/Skill Graphical Top Skill Status Report  3-99
Things to know about this report  3-99
Split/Skill Graphical Top Skill Status report example  3-100
Split/Skill Graphical Top Skill Status report description   3-101
Reserve1 AUX Agents Report  3-104
Things to know about this report  3-104
Reserve1 AUX Agents report example  3-105
Reserve1 AUX Agents report description  3-105
Reserve2 AUX Agents Report  3-108
Things to know about this report  3-108
Reserve2 AUX Agents report example  3-109
Reserve2 AUX Agents report description  3-109
Skill AUX Report  3-112
Things to know about this report  3-112
Skill AUX report example  3-112
Skill AUX report description  3-113
Skill Status Report  3-114 
						

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Things to know about this reports  3-114
Skill Status report example  3-116
Skill Status report description  3-116
Skill Top Agent Report  3-120
Things to know about this report  3-120
Skill Top Agent report example  3-120
Skill Top Agent report description  3-121
Split Status Report  3-125
Things to know about this report  3-125
Split Status report example  3-127
Split Status report description  3-127
Split/Skill Report  3-130
Things to know about this report  3-130
Split/Skill report example  3-131
Split/Skill report description  3-131
Split/Skill by Location Report  3-134
Things to know about this report  3-134
Split/Skill by Location report example  3-134
Split/Skill by Location report description  3-135
Split/Skill Top Agent Status Report  3-136
Things to know about this report  3-136
Split/Skill Top Agent Status report example  3-136
Split/Skill Top Agent Status report description  3-137
Split/Skill Agent Status by Location Report  3-140
Things to know about this report  3-140
Split/Skill Agent Status by Location report example  3-141
Split/Skill Agent Status by Location report description  3-141
Trunk Group Report  3-144
Overview  3-144
Organization of this section  3-144
Trunk Group Report Selector Window and Input Fields  3-145
Trunk Group report selector window  3-145
Trunk Group report input fields  3-145
Trunk Group Report  3-146
Things to know about this report  3-146
Trunk Group report example  3-146
Trunk Group report description  3-146
VDN Reports  3-148
Overview  3-148
Organization of this section  3-148
General Information About VDN Reports  3-149
Organization of VDN reports  3-149 
						

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VDN Report Selector Window and Input Fields  3-150
VDN report selector window  3-150
VDN report input fields  3-150
VDN Call Profile Report  3-152
Things to know about this report  3-152
Prerequisite System Administration  3-152
VDN Call Profile report example  3-153
VDN Call Profile report description  3-153
VDN Graphical Call Profile Report  3-156
Things to know about this report  3-156
VDN Graphical Call Profile report example  3-157
VDN Graphical Call Profile report description  3-157
VDN Skill Preference Report  3-159
Things to know about this report  3-159
VDN Skill Preference report example  3-159
VDN Skill Preference report description  3-160
VDN Report  3-161
Things to know about this report  3-161
VDN report example  3-161
VDN report description  3-162
Vector Report  3-164
Overview  3-164
Organization of this section  3-164
Vector Selector Window and Input Fields  3-165
Vector report selector window  3-165
Vector report input fields  3-165
Vector Report   3-166
Things to know about this report  3-166
Vector report example  3-166
Vector report description  3-166
Drill-Down Reports  3-168
Overview  3-168
Organization of this section  3-168
General Information About Drill-Down Reports  3-169
Drill-down report access  3-169
Location ID as a report field  3-169
Finding drill-down information  3-169
Drill-Down report types  3-169
Modifying drill-down reports  3-169
Drill-Down Top Agent Work State Report  3-170
Accessing the report  3-170
Report contents  3-170 
						

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Report use  3-170
Database items  3-170
Drill-down Top Agent Work State report example  3-171
Drill-down Top Agent Work State report description  3-172
Drill-Down Work State Report  3-174
Accessing the report  3-174
Report contents  3-174
Report Use  3-174
Database Items  3-174
Drill-down Work State report example  3-175
Drill-down Work State report description  3-176
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4  Historical Reports 4-1
Overview  4-1
Introduction  4-1
Organization of Historical Reports  4-1
Presentation  4-1
Diagram of historical reporting system  4-2
Presentation of report information  4-3
How long does CMS store data?   4-3
Agent Reports  4-4
Overview  4-4
Organization  4-4
General Information About Agent Reports  4-5
What an Agent report contains  4-5
Organization of Agent reports  4-5
Agent Report selector window  4-6
Agent Report Input Fields  4-7
Agent report input fields  4-7
Agent AUX Report   4-9
Things to know about this report   4-9
Agent AUX report example   4-9
Agent AUX report description   4-10
Agent Attendance Report  4-11
Things to know about this report   4-11
Agent Attendance report example   4-11
Agent Attendance report description   4-12
Agent Event Count Report   4-14
Things to know about this report   4-14
Agent Event Count report example   4-14
Agent Event Count report description   4-15
Agent Graphical Time Spent Daily Report   4-16 
						

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Things to know about this report   4-16
Agent Graphical Time Spent Daily report example   4-17
Agent Graphical Time Spent Daily report description   4-17
Agent Group Attendance Report   4-20
Things to know about this report   4-20
Agent Group Attendance report example   4-20
Agent Group Attendance report description   4-21
Agent Group AUX Report   4-23
Things to know about this report   4-23
Agent Group AUX report example   4-23
Agent Group AUX report description   4-24
Agent Group Summary Report   4-25
Things to know about this report   4-25
Agent Group Summary report example   4-25
Agent Group Summary report description   4-26
Agent Inbound/Outbound Report   4-29
Things to know about this report   4-29
Agent Inbound/Outbound report example   4-29
Agent Inbound/Outbound report description   4-30
Agent Login/Logout (Skill) Report   4-33
Things to know about this report  4-33
Agent Login/Logout (Skill) report example   4-34
Agent Login/Logout (Skill) report description   4-34
Agent Login/Logout (Split) Report   4-35
Things to know about this report   4-35
Agent Login/Logout (Split) report example   4-35
Agent Login/Logout (Split) report description   4-36
Agent Split/Skill Report   4-37
Things to know about this report   4-37
Agent Split/Skill report example   4-37
Agent Split/Skill report description   4-38
Agent Summary Report   4-40
Things to know about this report   4-40
Agent Summary report example   4-40
Agent Summary report description   4-40
Agent Trace by Location Report   4-44
Things to know about this report   4-44
Agent Trace by Location report example   4-44
Agent Trace by Location report description  4-44
Other Reports  4-47
Overview  4-47
Organization  4-47
General Information About Other Reports  4-48 
						

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What an Other Report contains  4-48
Organization of Other reports  4-48
Other report selector window  4-48
Call Records Report  4-49
Things to know about this report   4-49
Call Records report input fields  4-50
Call Records report example   4-50
Call Records report description  4-51
Call Work Code Report  4-54
Things to know about this report   4-54
Prerequisite system administration  4-54
Call Work Code report input fields  4-55
Call Work Code report example   4-55
Call Work Code report description  4-56
Split/Skill Reports  4-57
Overview  4-57
Organization  4-57
General Information About Split/Skill Reports  4-58
What a Split/Skill Report contains  4-58
Organization of Split/Skill reports  4-58
Split/Skill report selector window  4-58
Split/Skill Report Input Fields  4-59
Split/Skill report input fields  4-59
Split/Skill Call Profile Report  4-61
Things to know about this report   4-61
Split/Skill Call Profile report example   4-61
Split/Skill Call Profile report description   4-62
Split/Skill Graphical ASA Report  4-64
Things to know about this report   4-64
Split/Skill Graphical ASA report example   4-65
Split/Skill Graphical ASA report description   4-65
Split/Skill Graphical Average Positions Staffed Report  4-66
Things to know about this report   4-66
Split/Skill Graphical Average Positions Staffed report example   4-67
Split/Skill Graphical Average Positions Staffed report description    4-67
Split/Skill Graphical ASA Daily Report  4-68
Things to know about this report   4-68
Split/Skill Graphical ASA Daily report example   4-69
Split/Skill Graphical ASA report description   4-69
Split/Skill Graphical Call Profile Report  4-70
Things to know about this report   4-70
Split/Skill Graphical Call Profile report example   4-71
Split/Skill Graphical Call Profile report description   4-71 
						

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Split/Skill Graphical Multi-ACD Service Level Report  4-73
Things to know about this report   4-73
Split/Skill Graphical Multi-ACD Service Level report input window 4-73
Split/Skill Graphical Multi-ACD Service Level report input fields  4-74
Split/Skill Graphical Multi-ACD Service Level report example   4-75
Split/Skill Graphical Multi-ACD Service Level report description   4-75
Split/Skill Graphical Service Level Report  4-76
Things to know about this report   4-76
Split/Skill Graphical Service Level report example   4-76
Split/Skill Graphical Service Level report description   4-77
Split/Skill Graphical Skill Overload Report  4-78
Things to know about this report  4-78
Split/Skill Graphical Skill Overload report example  4-78
Split/Skill Graphical Skill Overload report description  4-79
Split/Skill Graphical Time Spent Report  4-80
Things to know about this report   4-80
Split/Skill Graphical Time Spent report example   4-81
Split/Skill Graphical Skill Time Spent report description    4-81
Split/Skill Outbound Report  4-83
Things to know about this report   4-83
Split/Skill Outbound report example   4-83
Split/Skill Outbound Report Description   4-84
Split/Skill Report  4-86
Things to know about this report   4-86
Split/Skill report example   4-86
Split/Skill report description   4-87
Split/Skill by Location Report  4-90
Things to know about this report   4-90
Split/Skill by Location report example   4-90
Split/Skill report description   4-91
Split/Skill Summary Report  4-95
Things to know about this report   4-95
Split/Skill Summary report example   4-96
Split/Skill Summary report description   4-96
System Reports  4-101
Overview  4-101
Organization  4-101
General Information About System Reports  4-102
What a System report contains  4-102
Organization of System reports  4-102
System Report selector window  4-102
System Graphical Maximum Delay Report  4-103
Things to know about this report   4-103 
						

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Graphical Maximum Delay report input window  4-103
System report input fields  4-104
System Graphical Maximum Delay report example   4-105
System Graphical Maximum Delay report description   4-105
System Multi-ACD by Split/Skill Report  4-107
Things to know about this report   4-107
Multi-ACD by Split/Skill report input window  4-108
Multi-ACD by Split/Skill report input fields  4-109
System Multi-ACD by Split/Skill report example   4-110
System Multi-ACD by Split/Skill report description   4-110
System Multi-ACD Report  4-113
Things to know about this report   4-113
Multi-ACD report input window  4-113
Multi-ACD report input fields  4-114
System Multi-ACD report example   4-115
System Multi-ACD report description   4-115
System Report  4-118
Things to know about this report   4-118
System report input window  4-118
System report input fields  4-119
System report example   4-120
System report description   4-120
Trunk/Trunk Group Reports  4-124
Overview  4-124
Organization  4-124
General Information About Trunk/Trunk Group Reports  4-125
What a Trunk/Trunk Group report contains  4-125
Organization of Trunk/Trunk Group reports  4-125
Trunk/Trunk Group report selector window  4-125
Trunk/Trunk Group Report Input Fields  4-126
Trunk Group report input fields  4-126
Trunk/Trunk Group Busy Hour Report   4-128
Things to know about this report   4-128
Trunk/Trunk Group Busy Hour report example   4-129
Trunk/Trunk Group Busy Hour report description   4-129
Trunk Report   4-131
Things to know about this report   4-131
Trunk report example   4-132
Trunk report description   4-132
Trunk Group Report   4-134
Things to know about this report   4-134
Trunk Group report example   4-135
Trunk Group report description   4-135 
						

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Trunk Group Summary Report   4-137
Things to know about this report   4-137
Trunk Group Summary report example   4-138
Trunk Group Summary report description   4-138
VDN Reports  4-141
Overview  4-141
Organization  4-141
General Information About VDN Reports  4-142
What a VDN Report contains  4-142
Organization of VDN reports  4-142
VDN report selector window   4-143
VDN Report Input Fields  4-144
VDN report input fields  4-144
VDN Busy Hour Report   4-145
Things to know about this report   4-145
VDN Busy Hour report example   4-145
VDN Busy Hour report description   4-146
VDN Call Profile Report   4-147
Things to know about this report   4-147
Prerequisite system administration   4-147
VDN Call Profile report example   4-148
VDN Call Profile report description   4-148
VDN Graphical Busy/Abandon/Disconnect Comparison Report  4-151
Things to know about this report   4-151
VDN Graphical Busy/Abandon/Disconnect 
Comparison report example    4-152
VDN Graphical Call Profile report description   4-153
VDN Graphical Call Profile Report   4-154
Things to know about this report   4-154
VDN Graphical Call Profile report example   4-155
VDN Graphical Call Profile report description   4-155
VDN Graphical Service Level Report   4-158
Things to know about this report   4-158
VDN Graphical Service Level report example   4-159
VDN Graphical Service Level report description  4-159
VDN Multi-ACD Flow Report   4-161
Things to know about this report   4-161
VDN Multi-ACD Flow report example   4-161
VDN Multi-ACD Flow report description   4-162
VDN Report   4-164
Things to know about this report   4-164
VDN Report example   4-164
VDN Report description   4-165