Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Reserve2 AUX Agents Report3-111
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 Field Definition Database Item, Calculation, or 
 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Skill AUX Report3-112
.........................................................................................................................................................................................................................................................Skill AUX Report
OverviewThis report shows, for one or more skills, the number of agents in AUX 
work with each reason code.
Things to know about
this reportHere are some things you need to know about this report:
•You must have an ECS Release 5 switch or later with the EAS 
feature.
•You must be using reason codes. You can run the report without 
using the reason codes, but all agents will be in reason code zero 
(0) when in AUX.
•The database items used for the Skill AUX report are stored in the 
csplit table.
•This report uses the Split/Skill Report Input Window. Select a skill 
that you want to view on the report. See 
Split/skill report input 
fields (3-60) for more information.
Skill AUX report exampleThe following figure provides an example of the Skill AUX report: 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Skill AUX Report3-113
Skill AUX report
descriptionThe following table describes the report fields:
Report Heading Description Database Item, Calculation, or 

Skills: The name(s) or number(s) of the skills selected 
for the report. syn(SPLIT) 
Calls Waiting The number of 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
Agents Staffed The total number of agents that are logged into 
each skill.STAFFED
Agents in AUX The current number of agent positions that are 
either in AUX work mode for this skill or on AUX-
IN/AUX- OUT calls.INAUX
Reason Code 
0... 9The number of agents in each AUX reason code 
(0 to 9).INAUX0...9 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Skill Status Report3-114
.........................................................................................................................................................................................................................................................Skill Status Report
OverviewThis report shows how long the oldest call has been waiting in queue, 
how many calls are currently waiting to be answered, the agent names, 
the agent states, the agents skill level, and the number of the skill for 
which the agent is handling the call or is in after call work.
Things to know about
this reportsIf you have a an ECS Release 5 switch with the EAS feature activated, 
you will see the report displayed in this section. This new report: 
•Provides agent AUX reason codes.
•Provides the agent login identification and the agent name.
•Provides the level for the agents currently active skill (ACD call or 
ACW session). This level can be any level from 1 to 16, or R1 or R2.
•The Login Skills columns have been removed from this report.
If you have a switch release earlier than ECS Release 5 with the EAS 
feature activated, a slightly different Skill Status Report than the one 
described in this section is displayed. This report:
•Provides the agent login skills, including whether a skill is  p 
(primary) or 
s (secondary).
•Does not provide agent AUX reason codes.
•With the Generic 3 Version 2 through Version 4 switches, all the 
skills the agent is logged into are shown in the Login Skills column of 
the report. These skills are designated with a p or s to indicate if the 
skill is a primary or secondary skill.
•If you have the Generic 3 Version 3 switch or an earlier switch, the 
Expected Wait Time (EWT) fields are blank. EWT is only available 
on the Generic 3 Version 4 switch and later switches.
•All agents who are logged into a particular skill are displayed. You 
can page or scroll to view agents not shown in the window.
•The EWT value is updated whenever a call queues to the skill. If no 
call has queued for 2 minutes, CMS will request the switch to send 
the current EWT values for the skill.
The EWT fields may be blank for one of the following reasons: 
•The EWT is unknown at this time.
•The EWT is infinity (for example, no agents are logged in).
•The priority is inactive, such as TOP, HIGH, MEDIUM, or LOW.
•The queue for the priority is full.
Expected Wait Time (EWT) may be different than you anticipate. The 
following factors can affect EWT:
•A low volume of calls are coming into a skill, or very few are coming 
in at one or more of the priorities. This causes EWT to show larger 
fluctuations than when there is heavier call volume. 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Skill Status Report3-115
•A skill has only one or two agents logged in.
•A combination of the low call volume and a small number of agents 
logged in.
•The number of agents logged into a given skill suddenly increases 
or decreases substantially. EWT adjusts immediately, and you will 
see a big jump or fall in the EWT.
•A significant percentage of callers who are queued drop from queue, 
either from hanging up or from being answered, and no new calls 
are queued. For example, in a vector with time-of-day routing, after 
a specified time, no more calls are routed to a particular skill. Calls 
in queue to this skill continue to be serviced, but no new calls are 
coming into the queue. The EWT remains unchanged until the 
specified time interval from the timer expires and the audit takes 
place.
•Calls may be queued to more than one skill.
•Agents may be logged into multiple skills.
•The switch may have the Multiple Call Handling feature enabled.
•A new skill is created or the switch reboots. No history exists, and 30 
to 50 queued calls must accrue for an accurate EWT.
•The average handling times for calls changes suddenly.
•The call traffic is varying significantly.
•The queuing times are erratic.
•If calls are HIGH or MEDIUM priority call redirected, via intraflow to 
a skill that does not queue calls at this priority, the priority does not 
change.
•Agents are in multiple skills and distribution of calls for those agents 
changes suddenly.
•EWTs are displayed for the priorities for which calls are queuing. 
However, if you change the routing for a skill so that calls are not 
being queued at a priority, the EWT for that priority continues to be 
shown until all agents in the skill log out or until a translation pump- 
up is forced.
•The database items used for the Skill Status Report are stored in the 
csplit and cagent tables.
•This report uses the Split/Skill Report Input Window. Select a skill 
that you want to view on the report. See 
Split/skill report input 
fields (3-60) for more information. 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Skill Status Report3-116
Skill Status report
example The following figure provides an example of a Skill Status Report:
Skill Status report
descriptionThe following table describes the report fields:
Report Heading Description Database Item, Calculation, or 

Skill  The name or number of the skill selected for the 
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 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) the oldest ACD 
skill call has waited in queue or ringing before 
being answered. This does not include direct 
agent calls. OLDESTCALL  
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Skill Status Report3-117
Expected Wait 
Time (Pri): TopThis heading contains EWT for the skill at top 
priority. EWT is the wait time for the skill when a 
call is queued to the skill at 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 switch 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 
Exception command. EWTTOP 
Expected Wait 
Time (Pri): High This heading contains EWT for the skill at high 
priority. EWT is the wait time for the skill when a 
call is queued to the 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 switch 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 Exception command. EWTHIGH 
Expected Wait 
Time (Pri): 
MediumContains EWT for the skill at medium priority. 
EWT is the wait time for the skill when a call is 
queued to the 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 switch 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 
Exception command. EWTMEDIUM  Report Heading Description Database Item, Calculation, or 
 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Skill Status Report3-118
Expected Wait 
Time (Pri): LowThis heading contains EWT for the skill at low 
priority. EWT is the wait time for the skill when a 
call is queued to the 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 switch 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 
Exception command. EWTLOW 
Agent Name The name(s) of the agent(s) assigned to this 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
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.syn(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) 
syn(DIRECTION)
Skill/Level When an agent is on a skill call, a direct agent 
call, or in ACW mode, this is the skill associated 
with the call or the ACW, and the level associated 
with the skill.
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 skill associated with 
the ACD call. When an agent is available, in 
AUX, or in OTHER, this is blank. 
WORKSKLEVEL is the skill level (ranging from 1 
to 16) or the reserve skill level (R1 or R2) 
associated with WORKSKILL.WORKSKILL/ 
syn(WORKSKLEVEL) Report Heading Description Database Item, Calculation, or 
 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Skill Status Report3-119
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. If a 
name has been assigned to the VDN in the 
Dictionary, the name displays instead of the 
number. VDN Report Heading Description Database Item, Calculation, or 
 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Skill Top Agent Report3-120
.........................................................................................................................................................................................................................................................Skill Top Agent Report
OverviewThis report is similar to the Split/Skill Report, but shows counts of agents 
for whom the skill is the top skill. It also shows a count of agents for 
whom the skill is a backup skill.
Things to know about
this reportHere are some things you need to know about this report:
•You must have a Generic 3 switch with the EAS feature.
•The agents top skill is the highest priority skill the agent is logged 
into. If the agent is logged into more than one skill that are listed as 
highest priority, then the top skill is the first skill listed.
•The database items used for the Skill Top Agent Report are stored in 
the csplit table.
•This report uses the Split/Skill Report Input Window. Select a skill 
that you want to view on the report. See 
Split/skill report input 
fields (3-60) for more information.
Skill Top Agent report
exampleThe following figure provides an example of a Skill Top Agent report: