Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
System Multi-ACD Report4-113
.........................................................................................................................................................................................................................................................System Multi-ACD Report
OverviewThe System Multi-ACD report summarizes data over all splits/skills in the 
ACD for each ACD requested. This allows you to evaluate and compare 
different ACD configurations to determine workload and call-handling 
performance. After reviewing this report, you could choose different ACD 
configurations to balance workloads and/or reduce abandoned calls.
If you have vectoring, you may want to create a Designer report that 
summarizes data over all VDNs instead of over all splits/skills.
Things to know about
this reportHere are some things to know about this report:
•The System Multi-ACD report is available in daily, weekly, and 
monthly versions.
•The database items used for the System Multi-ACD report are 
stored in the  dsplit (daily),  wsplit (weekly), and  
msplit(monthly) tables.
•Standard Multi-ACD reports can include information on up to eight 
ACDs.
Multi-ACD report input
windowThe following figure provides an example of a System Multi-ACD Input 
window. The report input window must be filled in to run the report.
 
  
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
System Multi-ACD Report4-114
Multi-ACD report input
fieldsThe following table describes the fields on the input window.  
Field Definition
Date: Enter the date you would like the report to cover. 
•Daily - enter the day.
•Weekly - enter the start date for the week. When you specify a date for 
a weekly report, that date must correspond to the week start day 
selected in the System Setup-Storage Intervals window. If the date and 
day do not match, the message No records found displays in the status 
line.
•Monthly - enter the first day of the month.
Dates: (daily, weekly, monthly)  Enter the date(s) you would like the report to cover: 
•Daily - enter the day(s).
•Weekly - enter the start date for the week(s). When you specify a date 
for a weekly report, that date must correspond to the week start day 
selected in the System Setup-Storage Intervals window. If the date and 
day do not match, the message No records found displays in the status 
line.
•Monthly - enter the first day of the month(s).
Use any of the following formats:
•A month/day/year (for example, 3/21/96).
•A minus (-) offset based on todays date (for example, -1 for yesterday).
•A semicolon (;) to separate individual data entry items (for example, 3/
21/96;3/23/96;3/25/96)
•A hyphen (-) to designate a range of dates (for example, 3/21/96-3/25/
96). For the weekly and monthly versions, the report includes any 
weeks or months that begin in the range.
ACDs (1 - 8):  Enter the appropriate ACD name(s) or number(s). You can enter 
more than one ACD by using a semicolon (;) to separate individual 
entries or using a hyphen (-) for a range of values. 
Destination: Choose a report destination. You can select View Report on Screen 
or Print Report on: and then use the Select Printer button to print the 
report on any Windows printer. The default printer is shown.  
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
System Multi-ACD Report4-115
System Multi-ACD report
exampleThe following figure provides an example of a System Multi-ACD report.  
System Multi-ACD report
descriptionThe following table describes the report fields for the time period covered 
by the report.
Report Heading Description Database Item, 
Calculation, or 

Date, Week 
Starting, Month 
StartingThe day, week, or month for which the report ran. You 
make these selections in the report input window.ROW_DATE
Split/Skill The name or number of the split/skill that is selected 
for this report. You can make these selections in the 
report input window. syn(SPLIT) 
ACD The ACD name or number for which the data was 
collected.syn(ACD)
Avg Speed Ans The average time the split/skill ACD calls were 
waiting in queue and ringing before being answered 
by an agent.sum(ANSTIME)/ 
sum(ACDCALLS) 

Avg Aban Time The average time the split/skill ACD calls were 
waiting in queue or ringing before abandoning.sum(ABNTIME)/ 
sum(ABNCALLS) 
 
						

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System Multi-ACD Report4-116
ACD Calls The number of split/skill ACD calls that were queued 
to splits/skills in the ACD and answered by an agent 
for those splits/skills. This total also includes 
O_ACDCALLS if you have the Outgoing Call 
Management application (OCM) of ASAI. The 
O_ACDCALLS is the number of ACDCALLS that 
were placed by an adjunct; this is also referred to as 
predictive dialing.sum(ACDCALLS)
Avg ACD Time The average time the agents spent talking on ACD 
calls for this ACD. The average time includes 
O_ACDTIME if you have OCM.sum(ACDTIME)/ 
sum(ACDCALLS) 

Avg ACW Time The average time the agents spent in after call work 
for ACD calls to this ACD. This average time includes 
O_ACWTIME if you have OCM.sum(ACWTIME)/
sum(ACDCALL S) 

Aban Calls The number of ACD calls queued to split/skills in the 
ACD that abandoned while waiting in queue or 
ringing. This total includes calls with talk time less 
than the phantom abandoned call timer value, if it is 
set. This total also includes O_ABNCALLS if you 
have OCM. The O_ABNCALLS is the number of 
outbound ACD calls that were abandoned by the far 
end.sum(ABNCALLS)
Max Delay The maximum time that a caller waited in queue and 
ringing before:
•Being serviced
•Abandoning
•Being redirected
•Receiving a busy signal
•Being disconnected.
The value shown in the Totals line is the maximum of 
the Max Delay values shown for the individual ACDs.max(MAXOCWTIME)
Extn Out Calls The number of outbound extension calls made by 
agents logged into this ACD. Direct agent ACW out 
calls are not included.sum(ACWOUTCALLS+ 
AUXOUTCALLS) 
 Report Heading Description Database Item, 
Calculation, or 
 
						

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System Multi-ACD Report4-117
Avg Extn Out Time The average time agents in this ACD spent talking on 
outbound extension calls.sum(ACWOUTTIME+ 
AUXOUTTIME)/ 
sum(ACWOUTCALLS+ 
AUXOUTCALLS) 

% ACD Time The percentage of staffed time that agents for the 
splits/skills in this ACD spent on ACD calls and in 
after call work.100*(sum(I_ACDTIME+ 
I_ACWTIME)/ 
sum(I_STAFFTIME)) 

% Ans Calls The percentage of calls queued to the splits/skills in 
this ACD that were answered by agents for the splits/
skills.100*(sum(ACDCALLS)/ 
sum(CALLSOFFERED)) 
 Report Heading Description Database Item, 
Calculation, or 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
System Report4-118
.........................................................................................................................................................................................................................................................System Report
OverviewThe System report summarizes the activity for a set of splits/skills for the 
same ACD. You can use this report to compare split/skill performance for 
splits/skills performing similar functions for the same ACD.
Things to know about
this reportHere are some things to know about this report:
•If you have a switch without vectoring, Flow Out represents the 
number of calls redirected (by call forwarding or call coverage) from 
this split to another destination. In many cases, the summary 
numbers for Flow Out of one split may not match Flow In numbers 
for another split. These numbers may not match because calls were 
intraflowed into unmeasured splits, extensions within the ACD, or 
elsewhere. Also, the Flow In and Flow Out for a given split are 
typically not equal.
•Statistics in the report such as % AUX (percent auxiliary work) and 
Number of Extension-Out Calls are indicators of activities not 
directly related to ACD traffic.
•The System report is available in daily, weekly, and monthly 
versions.
•The database items used for the System report are stored in the  
dsplit (daily),  wsplit (weekly), and  msplit  (monthly) 
tables.
System report input
windowThe following figure provides an example of a System Report Input 
window. The report input window must be filled in to run the report. 
  
						

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System Report4-119
System report input
fieldsThe following table describes the fields on the input window: 
Field Definition
Date: Enter the date you would like the report to cover:
•Daily — enter the day.
•Weekly — enter the start date for the week. When you specify a 
date for a weekly report, that date must correspond to the week 
start day selected in the System Setup—Storage Intervals 
window. If the date and day do not match, the message No 
records found displays in the status line.
•Monthly — enter the first day of the month.
Use any of the following formats:
•A month/day/year (for example, 3/21/96).
•A minus (-) offset based on todays date (for example, -1 for 
yesterday).
•A semicolon (;) to separate individual data entry items (for 
example, 3/21/96;3/23/96;3/25/96).
Destination: Choose a report destination. You can select View Report on 
Screen or Print Report on: and then use the Select Printer 
button to print the report on any Windows printer. The default 
printer is shown. 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
System Report4-120
System report exampleThe following figure provides an example of a System report.  
System report
descriptionThe following table describes the report fields for the time period covered 
by the report.
Report Heading Description Database Item, 
Calculation, or 

 Date,  Week 
Starting,  Month 
StartingThe day, week, or month for which the report ran. You can 
make these selections in the report input window. ROW_DATE 
 ACD The ACD name or number for which the data was collected.  syn(ACD)
 Split/Skill The name or number of the split/skill that is selected for this 
report. You can make these selections in the report input 
window. syn(SPLIT) 
 Avg Speed Ans The average time the split/skill ACD calls were waiting in 
queue and ringing before being answered by an agent. ANSTIME/  
ACDCALLS, 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
System Report4-121
 Avg Aban Time The average time the split/skill ACD calls were waiting in 
queue or ringing before abandoning. ABNTIME/  
ABNCALLS 
 
 ACD Calls The number of split/skill ACD calls that were queued to this 
split/skill and answered by an agent for this split/skill. This 
total also includes O_ACDCALLS if you have the Outgoing 
Call Management (OCM) application of ASAI. The 
O_ACDCALLS is the number of ACDCALLS that were 
placed by an adjunct; this is also referred to as predictive 
dialing. ACDCALLS 
 Avg ACD Time The average time the agents spent talking on ACD calls for 
the split/skill. This average time includes O_ACDTIME if you 
have OCM. ACDTIME/  
ACDCALLS, 

 Avg ACW Time The average time the agent spent in after call work 
associated with ACD calls for the split/skill. This average 
time includes O_ACWTIME if you have OCM. ACWTIME/  
ACDCALLS, 
 
 Aban Calls The number of ACD calls to the split/skill that abandoned 
while either waiting in queue (if this was the first split/skill the 
call was queued to), or while ringing. This total includes calls 
with talk time less than the phantom abandoned call timer 
value, if it is set. This total also includes O_ABNCALLS if you 
have OCM. The O_ABNCALLS is the number of outbound 
ACD calls that were abandoned by the far end. ABNCALLS 
 Max Delay The maximum time that a caller waited in queue and ringing 
before:
•Being answered
•Abandoning
•Being redirected
•Receiving a busy signal
•Being disconnected.
The value shown in the Totals line is the maximum of the 
Max Delay values shown in the individual intervals. MAXOCWTIME Report Heading Description Database Item, 
Calculation, or 
 
						

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System Report4-122
 Flow In The number of calls that were redirected to the split/skill 
queue from another queue. The following calls are 
considered inflows:
•For switches without vectoring, calls that intraflow from another 
splits queue to this splits queue
•With multiple split/skill queuing ( DEFINITY ECS Generic 3 
switches with vectoring), calls that queue to this split/skill as a 
nonprimary split/skill and are either answered by an agent in 
this split/skill or abandoned from ringing in this split/skill
•For DEFINITY ECS Generic 3 Version 2 and later Generic 3 
switches, calls that ring at an agent in this split/skill and then 
requeue to the same split/skill by the Redirection on No 
Answer to a split/skill feature.
•When a call leaves a VDN (for example by routing to a 
VDN) or leaves vector processing (for example by 
routing to a split/skill), the next split/skill to which the call 
queues is not credited with an inflow. INFLOWCALLS
 Flow Out The number of calls offered to this split/skill that were 
redirected to another destination. For switches without 
vectoring, calls that intraflow or interflow to another 
destination are counted as outflows.
For switches with vectoring, an outflow is counted:
•If the call routes to another VDN
•If the call routes to a number or digits
For DEFINITY ECS Generic 3 switches with vectoring, an 
outflow is also counted:
•If the call queues to this split/skill as the primary split/skill and 
is redirected by the Redirection on No Answer feature (Generic 
3 Version 2 and later 
DEFINITY ECS Generic 3 switches).
•If the call queues to a messaging split/skill
•If the call rang at an agent in this split/skill and was answered 
using call pickup
•If the call queued to this split/skill as primary and was either 
answered by an agent in a nonprimary split/skill or abandoned 
from ringing at an agent in a nonprimary split/skill.
 OUTFLOWCALLS Report Heading Description Database Item, 
Calculation, or