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Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

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    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Drill-Down Top Agent Work State Report3-171
    Drill-down Top Agent
    Work State report
    exampleThe following figure provides an example of the Top Agent Work State 
    report: 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Drill-Down Top Agent Work State Report3-172
    Drill-down Top Agent
    Work State report
    descriptionThe following table describes the report fields:
    Report Heading Description Database Item, Calculation, or 
    
    Skill:  The name or number of the skill (up to 20 
    characters) that is 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 
    Agent state The current work mode for this agent. Values 
    include Avail, ACD, ACW, AUX, DACD, DACW, 
    RINGING, UNKNOWN, OTHER, AND 
    UNSTAFF.AWORKMODE + DIRECTION
    Agent Name The name (or agent IDs if the names have not 
    been assigned in the Dictionary) of the agents 
    assigned to this split/skill and logged in.syn(LOGID)
    Login ID The login identification of the agents. LOGID
    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
    Role Agents service role for this SPLIT, as defined in 
    the Dictionary. Requires ECS R6 or later with 
    CentreVu Advocate. syn(ROLE) 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Drill-Down Top Agent Work State Report3-173
    Active Skill This skill is active when the agent is:
    •On a split/skill, on a direct agent ACD call, or in 
    ACW. This is the split/skill associated with the call 
    or ACW.
    •Available, in AUX or in OTHER state. This is null 
    (blank).
    •On an AUXIN/AUXOUT call. This is the 
    OLDEST_LOGIN split/skill.
    •On an AUXIN/AUXOUT call from the available 
    state, while in AUX or with an AUXIN/AUXOUT 
    call from the available state, while in AUX or with 
    an AUXIN/AUXOUT call on hold. This is the 
    OLDEST_LOGON split/skill.
    •On an AUXIN call with an ACD call on hold. This 
    is the OLDEST_LOGON split/skill.
    •On an AUXOUT call with an ACD call on hold. 
    This is the split/skill associated with the ACD call.
    WORKSKILL differs from WORKSPLIT only in 
    the case that the agent is available. In this case, 
    WORKSKILL will be blank AND WORKSPLIT will 
    contain one of the split/skills in which the agent is 
    available.syn(WORKSKILL)
    Level The skill level (1-16, R1or R2) associated with 
    the SKILL.syn(LEVEL)
    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 fromAUX to AUXOUT to AUX, 
    AGTIME continues without resetting.AGTIME Report Heading Description Database Item, Calculation, or 
     
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Drill-Down Work State Report3-174
    .........................................................................................................................................................................................................................................................Drill-Down Work State Report
    OverviewThis report shows all of the agents who are in the specified work state 
    and the time in state.
    This report is available on all switches.
    Accessing the reportYou can only access this report by drilling down from work states (AVAIL, 
    ACD, ACW, AUX, RINGING, and OTHER) or Location ID on other Real-
    Time reports (for example, from the Real-Time Graphical Status report).
    This report will only contain Location ID if the report you drilled down from 
    uses Location ID as an input.
    From this report, you can drill down to Real-Time or Integrated Agent 
    Information reports.
    Report contentsThis report contains:
    •A table with a row for each top agent currently in the selected work 
    state.
    •Agent name, login ID, time in state, split/skill, and the skill level and 
    role for the skill in which the agent is active in each row of the table.
    •The user will be able to specify sort by agent name, login ID, time in 
    state, split/skill, and skill level.
    •The user will be able to specify a primary and a secondary sort key.
    By default, the table will be sorted by split/skill for the primary sort, then 
    by time in state (in descending order) for the secondary sort.
    Report UseWhen you drill down to this report from another report, this report shows 
    all of the agents in that work state for that split or skill only.
     Call Center Supervisors can use this report to look at all agents in a 
    particular work state, and to see how long an agent has been in this work 
    state, the split/skill for which they are occupied, the skill level assigned to 
    the agent for this skill, and the role the agent has in this skill.
    You cannot customize this report.
    Database ItemsThe database items used for this report are stored in the csplit and 
    cagent tables. 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Drill-Down Work State Report3-175
    Drill-down Work State
    report exampleThe following figure provides an example of the Work State report: 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Drill-Down Work State Report3-176
    Drill-down Work State
    report descriptionThe following table describes the report fields:
    Report Heading Description Database Item, Calculation, or 
    
    Split/Skill The name or number of the skill that is 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 
    Agent state The current work mode for this agent. Values 
    include AVAIL, ACD, ACW, AUX, DACD, DACW, 
    RINGING, UNKNOWN, OTHER, AND UNSTAFF.AWORKMODE + DIRECTION
    Agent Name The name (or agent IDs if the names have not 
    been assigned in the Dictionary) of the agents 
    assigned to this split/skill and logged in.syn(LOGID)
    Login ID The login identification of the agents. LOGID
    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
    Role Agents service role for this SPLIT, as defined in 
    the Dictionary. Requires ECS R6 or later with 
    CentreVu Advocate. syn(ROLE) 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Drill-Down Work State Report3-177
    Active Split/Skill This skill is active when the agent is:
    •On a split/skill, on a direct agent ACD call, or in 
    ACW. This is the split/skill associated with the call 
    or ACW.
    •Available, in AUX or in OTHER state. This is null 
    (blank).
    •On an AUXIN/AUXOUT call from the available 
    state, while in AUX or with an AUXIN/AUXOUT 
    call on hold. This is the OLDEST_LOGIN split/
    skill.
    •On an AUXIN call with an ACD call on hold. This 
    is the split/skill associated with the ACD call.
    WORKSKILL differs from WORKSPLIT only in 
    the case that the agent is available. In this case, 
    WORKSKILL will be blank AND WORKSPLIT will 
    contain one of the split/skills in which the agent is 
    available.syn(WORKSKILL)
    Level The skill level (1-16, R1or R2) associated with 
    the SKILL.syn(LEVEL)
    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 fro AUX to AUXOUT to AUX, 
    AGTIME continues without resetting.AGTIME Report Heading Description Database Item, Calculation, or 
     
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Drill-Down Work State Report3-178 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Overview4-1
    4 Historical Reports
    .........................................................................................................................................................................................................................................................Overview
    PurposeThis chapter is written for supervisors who use CentreVu Supervisor 
    historical reports to effectively run the call center. Historical reports can be 
    displayed on your PC, printed, stored to a file, copied to a clipboard, run as a 
    script, or exported to HTML format through the Save as HTML feature.
    IntroductionThis chapter gives you the information you need to understand every 
    historical report available.
    Historical reports display, report, and summarize the past performance of any 
    measured subset of the ACD. Historical reports display past data for various 
    agent, split/skill, trunk/trunk groups, VDN, and vector activities, such as 
    number of ACD calls, abandoned calls, average talk time, and average 
    speed of answer.
    The information in historical reports will give you a sound basis for decisions 
    concerning the following:
    •Mix of trunk facilities
    •Split or skill size
    •Agent assignments
    •Consistent and objective performance standards
    •Performance evaluations.
    The Expert Agent Selection (EAS), Vectoring, and Graphics reports are also 
    included in this chapter. If you do not have the Expert Agent Selection 
    feature, Vectoring feature, or Graphics package, those report items do not 
    appear on your menu. The reports you see depend on your switch type, 
    permissions, and system performance.
    Organization of
    Historical ReportsThe following topics are covered:
    •Agent Reports (4-4)
    •Other Reports (4-47)
    •Split/Skill Reports (4-57)
    •System Reports (4-101)
    •Trunk/Trunk Group Reports (4-124)
    •VDN Reports (4-141)
    •Vector Report (4-172).
    PresentationThis chapter gives a brief description of each available report, examples of 
    the report input windows, and definitions of the input fields. It provides you 
    with the information you need to complete any historical report input window.
    Each report description has the following headings:
    •Things to Know About All Historical Reports - gives you information on 
    factors that affect the historical reports. 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Overview4-2
    •Input Window - includes input field definitions specific to each report. 
    •Sample Report - provides an example of the report. A table provides 
    report headings, field definitions, and the corresponding database 
    item.
    A short summary and example of each historical report is included in this 
    chapter.
    Diagram of historical
    reporting systemThe following diagram shows how the Historical reporting system is 
    structured. This section follows the report structure outlined in this 
    diagram-agent reports are described first, followed by other reports, such 
    as call records and call work code reports.
      
    						
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