Home
>
Lucent Technologies
>
Communications System
>
Lucent Technologies CentreVu Supervisor Version 8 Reports Guide
Lucent Technologies CentreVu Supervisor Version 8 Reports Guide
Have a look at the manual Lucent Technologies CentreVu Supervisor Version 8 Reports Guide online for free. It’s possible to download the document as PDF or print. UserManuals.tech offer 413 Lucent Technologies manuals and user’s guides for free. Share the user manual or guide on Facebook, Twitter or Google+.
Real-Time Reports CentreVu® Supervisor Version 8 Reports Split/Skill Report3-131 Split/Skill report exampleThe following figure provides an example of the Split/Skill report: Split/Skill report descriptionThe following table describes the report fields: Report HeadingDescription Database Item, Calculation, or Splits/Skills The name or number of the split(s)/(skill(s) 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 split or skill ACD calls waiting to be answered. This includes calls that are in queue and 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 for each split/skill in the report) before being answered. This does not include direct agent calls. OLDESTCALL
Real-Time Reports CentreVu® Supervisor Version 8 Reports Split/Skill Report3-132 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 DEFINITY ECS Generic 3 with ASAI only. ANSTIME/ ACDCALLS ACD Calls The ACD calls that were queued to the split/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 with ASAI only. ACDCALLS Avg ACD Time The average talk time (does not include hold time) is calculated for all ACD calls to this split/skill. This does not include talk time on 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 Aban Calls The total number of queued calls for each split/skill that 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 split/skill that abandoned at the far end before an agent answered. (For the Generic 3 with the ASAI feature only). ABNCALLS1-10 Avg Aban Time The average time a caller waited (in split/skill) before hanging up. ABNTIME / ABNCALLS Agents Avail The current number of agents that are available to receive ACD calls in each split/skill. AVAILABLE 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 agents on direct agent calls. ONACD Report HeadingDescription Database Item, Calculation, or
Real-Time Reports CentreVu® Supervisor Version 8 Reports Split/Skill Report3-133 Agents in ACW The number of agents who are in the after call work state for each split/skill. This includes agents on ACWIN or ACWOUT calls and agents in ACW not associated with an ACD call. INACW Agents in Other The current number of agent positions that are doing other work. For the Generic 3 switches with EAS, 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 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 or AUXOUT calls. INAUX Agents Staffed The total number of agents that are logged into each split/skill. STAFFED Report HeadingDescription Database Item, Calculation, or
Real-Time Reports CentreVu® Supervisor Version 8 Reports Split/Skill by Location Report3-134 .........................................................................................................................................................................................................................................................Split/Skill by Location Report OverviewThe Split/Skill by Location report supports the Agent Site Tracking feature introduced with R3V8 CMS and R8 Supervisor. This report tracks agents by their split/skill location ID. The Split/Skill by Location report displays real-time agent call-handling information on a single split or skill. It allows the supervisor to evaluate the workload and call-handling performance on the split/skill, and to determine agent reassignment. Things to know about this reportHere are some things you need to know about this report: •This report displays information on a single split/skill. Select the split/skill location ID through the input window. •This report shows the agents logged into a single split/skill. •The database items used for the Report are stored in the cagent table. •This report is in table format. •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. Split/Skill by Location report exampleThe following figure provides an example of the Split/Skill by Location report:
Real-Time Reports CentreVu® Supervisor Version 8 Reports Split/Skill by Location Report3-135 Split/Skill by Location report descriptionThe following table describes the report fields: Report Heading Description Database Item, Calculation, or Location ID The location ID(s) associated with the agent. This ID is not associated with the agent personally, but rather with the terminal the agent is logged into. It is also associated with a port network location ID on DEFINITY. If the Agent Site Tracking feature is not available on your system, the field will not display meaningful data. LOC_ID Agent Name The names or login IDs of the agents that logged into the split/skill selected in the report input window. syn(LOGID) Login ID The login ID of the agent. LOGID
Real-Time Reports CentreVu® Supervisor Version 8 Reports Split/Skill Top Agent Status Report3-136 .........................................................................................................................................................................................................................................................Split/Skill Top Agent Status Report OverviewThis report is the same as the Skill Status Report, except that it only shows status for agents for whom the selected skill is the top skill. Things to know about this reportHere are some things you need to know about this report: •This report shows information for agents with this skill as top skill only. •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 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. •You must have a Generic 3 switch with the EAS feature. •The database items used for the Split/Skill Top Agent 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. Split/Skill Top Agent Status report exampleThe following figure provides an example of the Split/Skill Top Agent Status report:
Real-Time Reports CentreVu® Supervisor Version 8 Reports Split/Skill Top Agent Status Report3-137 Split/Skill Top Agent 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 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 skill ACD calls waiting to be answered. 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 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 Expected Wait Time (Pri): Top:This heading contains EWT for the skill at top priority. EWT is the wait time for the skill when a call is queued to the split/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
Real-Time Reports CentreVu® Supervisor Version 8 Reports Split/Skill Top Agent Status Report3-138 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 split/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): Medium:This heading contains EWT for the skill at medium priority. EWT is the wait time for the skill when a call is queued to the split/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 Expected Wait Time (Pri): Low:This heading contains EWT for the skill at low priority. EWT is the wait time for the skill when a call is queued to the split/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. Exception thresholds for EWT can be set from the Exception command, but the fields are blank. EWTLOW Agent Name The name(s) of the top 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 Report Heading Description Database Item, Calculation, or
Real-Time Reports CentreVu® Supervisor Version 8 Reports Split/Skill Top Agent Status Report3-139 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) 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) 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 level (R1 or R2) associated with WORKSKILL.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 is associated with the ACD in progress. If a name has been assigned to the VDN in the Dictionary, the name displays instead of the number.syn(VDN) Report Heading Description Database Item, Calculation, or
Real-Time Reports CentreVu® Supervisor Version 8 Reports Split/Skill Agent Status by Location Report3-140 .........................................................................................................................................................................................................................................................Split/Skill Agent Status by Location Report OverviewThis report shows the agent status on a selected skill, by location ID. This report supports the agent site tracking feature, and this feature must be enabled to view meaningful data on the report Things to know about this reportHere are some things you need to know about this report: •This report shows information for agents in this skill by their terminal location ID. •This report includes information on agent roles, skill state, agent extensions, location IDs, and skill level or percent allocation per agent. •You must have a Generic 3 switch with the EAS feature. •The database items used for the Split/Skill Top Agent Status Report are stored in the cagent tables. •This report uses the Split/Skill Report Input Window. Select a skill that you want to view on the report and a location ID to sort by. See Split/skill report input fields (3-60) for more information.