Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Skill Top Agent Report3-121
Skill Top Agent report
descriptionThe following table describes the report fields:
Report Heading Description Database Item, Calculation, or 

Skills: The name or number of the 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 This is the number of skill ACD calls waiting to be 
answered for each skill in the report. This 
includes calls that are in queue and ringing at an 
agent voice terminal. It also includes outbound 
ACD calls placed by an adjunct (also called 
outbound predictive dialing), for 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 skill in the report) before being 
answered. This does not include direct agent 
calls.OLDESTCALL
Avg Speed Ans The 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 ASAI only. ANSTIME/  ACDCALLS  

ACD Calls The ACD calls that were queued to the 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 
ASAI only. ACDCALLS 
Avg ACD Time The average talk time (does not include hold 
time) is calculated for all ACD calls to this skill. 
This does not include 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 with ASAI 
only. ACDTIME/  ACDCALLS  
 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Skill Top Agent Report3-122
Aban Calls The total number of queued calls for each skill 
that were 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 skill that abandoned at the far end before 
an agent answered. For the Generic 3 switches 
with the ASAI feature only. ABNCALLS1-10 
Avg Aban Time The average time calls waited in split before 
hanging up. ABNTIME /  ABNCALLS  

Top Agents  
AvailThe number of top agents logged into the skill 
who are available in the skill to take calls. TAVAILABLE 
Top Agents 
RingingThe current 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 
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 Report Heading Description Database Item, Calculation, or 
 
						

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Skill Top Agent Report3-123
Top Agents in 
OtherThe 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 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).
For the Generic 3 switches with EAS, 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 in 
AuxThe total number of top agents logged into the 
skill who are in the AUX Work mode for all skills 
or are on AUXIN/AUXOUT calls. TINAUX
Top Agents 
StaffedThe current 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. This field will 
contain non-top agents if the 
CentreVu Advocate 
feature is not used, since the database item 
consists of agents whose role in the skill is 
backup (applicable regardless of whether 
CentreVu Advocate is administered), allocation, 
or roving.FSTAFFED  Report Heading Description Database Item, Calculation, or 
 
						

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Skill Top Agent Report3-124
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 Heading Description Database Item, Calculation, or 
 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split Status Report3-125
.........................................................................................................................................................................................................................................................Split Status Report
OverviewThis report shows how long the oldest call in queue has been waiting, 
how many calls are currently waiting to be answered, the agent names, 
the agent states, the length of time an agent has been in the state, and 
the split associated with the call the agent is currently handling.
Note: The Split Status report is available on switches that do not have the 
EAS feature. If you have the EAS Feature, this report is replaced with the 
Skill Status Report.
Things to know about
this reportHere are some things to know about this report:
•All agents logged into the selected split are displayed. You can scroll 
to view agents that you cannot see on the report.
•If an agent is on an ACD call or in the ACW state, a single split is 
displayed that corresponds to the ACD call or ACW.
•If the agent is available, all of the splits are displayed.
•If the agent is in AUX in all splits, all splits are displayed.
•For a Generic 3 Version 2 or later version switch without the Expert 
Agent Selection (EAS) feather, an agent can be logged into a total of 
four splits.
•If you have a 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 Generic 3 switches.
•The EWT value is updated whenever a call queues to the split. If no 
call has queued for 2 minutes, CMS will request the switch to send 
the current EWT values for the split.
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 (TOP, HIGH, MEDIUM, LOW) is inactive.
•The queue for this split is full.
•Please refer to the Generic 3 Version 4 Vectoring/EAS Guide for 
more information on EWT and causes of the field blanking out.
EWT may not be what you anticipate. These factors can affect EWT: 
•A low volume of calls coming into a split, or very few coming in at 
one or more of the priorities. This causes EWT to show larger 
fluctuations than when there is heavier call volume.
•A split has only one or two agents logged in.
•A combination of the low call volume and a small number of agents 
logged in. 
						

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Split Status Report3-126
•The number of agents logged into a given split 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 split. Calls in 
queue to this split 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 has expired and the audit has 
taken place.
•Calls may be queued to more than one split.
•Agents may be logged into multiple splits.
•The switch may have the Multiple Call Handling (MCH) feature 
enabled.
•A new split is created or the switch reboots. No history exists, and 
30 to 50 queued calls must accrue for an accurate EWT.
•The average handling time for calls changes suddenly.
•The call traffic is varying significantly.
•The queuing times are erratic.
•EWTs are displayed only for the priorities for which calls are 
queuing. However, if you change the routing for a split so that calls 
are not being queued at a priority, the EWT for that priority continues 
to be shown until all agents in the split log out or a translation pump- 
up is forced.
•The database items used for the Split 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
Split Status Report3-127
Split Status report
exampleThe following figure provides an example of the Split Status report:
Split Status report
descriptionThe following table describes the report fields:
Report Heading Description Database Item, Calculation, or 

Split  The name or number of the split selected for the 
report. syn(SPLIT) 
Calls Waiting The number of split 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 
call has waited in queue or ringing (at an agent 
voice terminal) before being answered. This does 
not include direct agent calls. OLDESTCALL  
						

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Split Status Report3-128
Expected Wait 
Time (Pri): TopThis heading contains EWT for the split at top 
priority. EWT is the expected wait time for the 
split when a new call is queued to the split 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. EWTTOP 
Expected Wait 
Time (Pri): HighThis heading contains EWT for the split at high 
priority. EWT is the expected wait time for the 
split when a new call queued to the split 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. EWTHIGH 
Expected Wait 
Time (Pri): 
MediumThis heading contains EWT for the split at 
medium priority. EWT is the expected wait time 
for the split when a new call is queued to the split 
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. EWTMEDIUM 
Expected Wait 
Time (Pri): LowThis heading contains EWT for the split at low 
priority. EWT is the wait time for teh split when a 
new call is queued to the split 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. EWTLOW  Report Heading Description Database Item, Calculation, or 
 
						

							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
Split Status Report3-129
Agent Name The name(s) of the agent(s) assigned to the split 
and logged in (or their login IDs if names have 
not been assigned to them in Dictionary). syn(LOGID) 
State  The current work mode (state) the agent is in, 
such as AVAIL, ACD, ACW, AUX, DACD, DACW, 
RINGING, UNKNOWN, OTHER, or UNSTAFF, 
and the call direction (BLANK, IN, or OUT). WORKMODE and  DIRECTION 
Split(s) The split associated with the call or the ACW 
state when an agent is either on a split or direct 
agent ACD call, or in the ACW state. If an agent 
puts an ACD call on hold and makes an AUX call, 
this is the split of the ACD call on hold. For 
AUXIN calls and for AUXOUT calls made without 
an ACD call on hold, this is the split the agent has 
been logged into the longest. When the agent is 
available, all of the splits the agent is available in 
are listed. WORKSPLIT  WORKSPLIT2  
WORKSPLIT3  WORKSPLIT4 
((Generic 3 Version 2 and later 
Generic 3 switches only)
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 (Shows 
data only if you 
have purchased 
the Vectoring 
feature.)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
Split/Skill Report3-130
.........................................................................................................................................................................................................................................................Split/Skill Report
OverviewThe Split/Skill report simultaneously displays real-time call-handling 
information on a number of splits or skills. It allows the supervisor to 
evaluate and compare the workload and call-handling performance 
between splits/skills, and to determine agent reassignment. Additionally, 
the supervisor can evaluate other ACD configuration alternatives which 
can be used to balance workloads and reduce abandoned calls.
Things to know about
this reportHere are some things you need to know about this report:
•You can enter a range or a list of splits/skills which the report will 
cover. If you only want to view one split or skill, you may size the 
window smaller.
•In this report, the OTHER state displays for agents who are on calls 
or in after call work state for other splits or skills.
•For agents in split/skills with the many forced option of Multiple Call 
Handling for Generic 3 Version 4 and later switches, a queued call is 
not delivered to an agent position if there is no available call 
appearance. If the agent has no available call appearance, then the 
agent is either on a call or has all calls on hold. In either case, the 
agent is not available.
•The database items used for the 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.