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Lucent Technologies CentreVu Supervisor Version 8 Reports Guide
Lucent Technologies CentreVu Supervisor Version 8 Reports Guide
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Historical Reports CentreVu® Supervisor Version 8 Reports General Information About VDN Reports4-143 VDN report selector windowThe following figure is an example of the VDN Reports selector window. The reports are explained in the same order as listed in the window.
Historical Reports CentreVu® Supervisor Version 8 Reports VDN Report Input Fields4-144 .........................................................................................................................................................................................................................................................VDN Report Input Fields VDN report input fieldsThe following table describes the input fields on historical VDN report input windows. Not all reports use all fields; refer to information for the specific report you are running to determine what you want to view. You will generally select a VDN to run the report. All possible fields on this window are described here: Field Definition VDN: Enter the name or number of the VDN you want to include in the report. Date: Enter the date you would like the report to cover: •A month/day/year (for example, 3/21/96). •A minus (-) offset based on todays date (for example, -1 for yesterday). Times: (interval) Enter the time you would like the report to cover. Use any of the following formats: •AM/PM (for example, 7:30AM-5:00PM) •Military time (for example, 7:30-17:00). •You can use a - offset based on todays date (for example, -1 for yesterday). •Select the information from the pull-down list of previously used items. During each CMS session, Supervisorrecalls the items you have selected for each input field. You can use the pull-down list to select an item for the input field. •Use the Browse button to view all available items for the input field, and then select a item(s) for the input field. When you select the Browse button, a window opens that lets you select items for the input field. 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 VDN Busy Hour Report4-145 .........................................................................................................................................................................................................................................................VDN Busy Hour Report OverviewThe VDN Busy Hour report shows call handling data for the busiest hour in the selected day for each selected VDN. The busiest hour is the set of contiguous intervals, totaling an hour, that had the highest number of incoming calls for the VDN. For example, if your system stores data in 15-minute intervals, the busiest hour might be the four intervals from 10:15 a.m. to 11:15 a.m. or the four intervals from 4:30 p.m. to 5:30 p.m. Things to know about this reportHere are some things to know about this report: •The Calls Offered report item includes all calls that entered the VDN. •The VDN Busy Hour report is available in interval version only. •The database items used in the VDN Busy Hour are stored in the hvdn (interval) table. •This report uses the VDN report input window. Select a VDN that you want to view on the report. See VDN Report Input Fields (4-144) for more information. VDN Busy Hour report exampleThe following figure provides an example of the VDN Busy Hour report.
Historical Reports CentreVu® Supervisor Version 8 Reports VDN Busy Hour Report4-146 VDN Busy Hour report descriptionThe following table describes the report fields. Report Heading Description Database Item, Calculation, or Date Day for which the report was run (selected in the report input window). ROW_DATE ACD ACD associated with the VDNs in the report. This ACD is always the current ACD.syn(ACD) VDN Name Number or name of each VDN for which the report shows data (selected in the report input window).syn( VDN) Busy Hour Busiest hour is the set of contiguous intervals totaling an hour that had the highest number of completed incoming calls to the associated VDN. BH_STARTTIME Inbound Calls Number of calls to the VDN that were completed in the busy hour. BH_VDNCALLS ACD Calls Number of calls to the VDN completed during the busy hour that were answered by an agent as split/skill or direct agent calls. BH_ACDCALLS Avg ACD Time Average time that agents spent talking to callers on split/skill and direct agent ACD calls that completed during the busy hour to the VDN. This does not include HOLDTIME. BH_ACDTIME/ BH_ACDCALLS Aban Calls Number of calls to the VDN that were abandoned during the busy hour. BH_ABNCALLS Forced Busy Calls Number of calls that received a forced busy signal while being processed by the VDN (in the busy hour). BH_BUSYCALLS Forced Disc Calls Number of calls that received a forced disconnect while being processed by the VDN (in the busy hour). BH_DISCCALLS Other Calls Number of calls that connected to a non-ACD destination while being processed by the VDN (in the busy hour). BH_OTHERCALLS - BH_BUSYCALLS - BH_DISCCALLS
Historical Reports CentreVu® Supervisor Version 8 Reports VDN Call Profile Report4-147 .........................................................................................................................................................................................................................................................VDN Call Profile Report OverviewThe VDN Call Profile report displays the numbers of answered/ connected and abandoned calls within each of the administered service level increments for the VDN during the selected time period. The VDN Call Profile report also displays the acceptable service level administered for the VDN and the percentage of calls completed during the reporting period that were answered/connected within that service level. Because this report shows you how long it takes for calls to be answered or abandoned, you can determine how long callers are willing to wait for agents before hanging up. With this information, you can determine the answering speed required to reduce the number of abandoned calls. Things to know about this reportHere are some things to know about this report: •The VDN Call Profile report is available only if the Vectoring feature has been purchased and authorized for you to use. •Each of the ten columns represents a progressively longer wait time. For example, the first column shows calls answered/connected in less than or equal to PERIOD1 seconds, the second column shows calls answered/connected in less than or equal to PERIOD2 seconds, but greater than PERIOD1 seconds, and so on. •Calls receiving a forced busy or disconnect and calls that outflow (for example, routed to another VDN) are not considered in the VDN Call Profile report. •The VDN Call Profile report is available in daily, weekly, and monthly versions. •The database items used in the VDN Call Profile report are stored in the dvdn (daily), wvdn (weekly), and mvdn (monthly) tables. •This report uses the VDN report input window. Select a VDN that you want to view on the report. See VDN Report Input Fields (4-144) for more information. Prerequisite system administrationYou must define your acceptable service level and service level increments for this VDN in the VDN Call Profile Setup window. If you do not define your service level and increments, zero (0) is used for all increments, and all calls appear in the first increment. See Chapter 7, Call Center Administration in the CentreVu Call Management System Release 3 Version 8 Administration 585-210-910 document for more information.
Historical Reports CentreVu® Supervisor Version 8 Reports VDN Call Profile Report4-148 VDN Call Profile report exampleThe following figure provides an example of the VDN Call Profile report. VDN Call Profile report descriptionThe following table describes the report fields. Report Heading Description Database Item, Calculation, or Date, Week Starting, Month StartingDay, week, or month for which the report was run (selected in the report input window). ROW_DATE VDN Number or name of the VDN for which the report shows data (selected in the report input window).syn( VDN) ACD ACD name or number for which the report was run. syn( ACD) % Within Service LevelPercentage of incoming calls to the VDN that were answered by a measured agent or connected to a non-ACD destination within the service level (as specified in the VDN Call Profile Setup window).100*(sum( ACCEPTABLE)/ sum( INCALLS)), Service Intervals ChangedIndication (YES/NO) as to whether the call profile increments (in the VDN Call Profile window) were changed within the time frame of the report.syn(YES_NO) Acceptable Service ChangedIndication (YES/NO) as to whether the acceptable service level (in the VDN Call Profile Setup window) was changed within the time frame of the report. syn(YES_NO)
Historical Reports CentreVu® Supervisor Version 8 Reports VDN Call Profile Report4-149 Seconds Lower and upper limits in seconds of each service level increment (as defined in the VDN Call Profile Setup window). These increments represent progressively longer wait time segments in which calls may be answered by a measured agent, connected to a non-ACD destination, or abandoned. PERIOD1-9 ACD+Conn Calls Number of calls that, while carried by this VDN, were answered by a measured agent or were connected to a non-ACD destination within each of the service level increments. With DEFINITY ECS Generic 3 switches, connected means calls answered at a non-ACD destination. sum( ANSCONNCALLS1), sum( ANSCONNCALLS2), through sum(ANSCONNCALLS10) Aban Calls Number of incoming calls to the VDN that hung up before they could be answered within each of the service level increments.sum( ABNCALLS1), sum( ABNCALLS2), through sum(ABNCALLS10) ACD+Conn Calls (total)Number of calls that, while being carried by this VDN, were answered by an agent or were connected (to a non-ACD destination). With DEFINITY ECS Generic 3 switches, connected means calls answered at a non-ACD destination. sum( ACDCALLS + CONNECTCALLS) Avg Speed of Ans+ConnAverage time, in minutes and seconds, that calls completed in this interval waited before they were answered by an agent or were connected (to a non-ACD destination). This average includes direct agent calls (Generic 3 switches only). With DEFINITY ECS Generic 3 switches, connected means calls answered at a non-ACD destination. sum( ANSTIME + CONNECTTIME) / sum ( ACDCALLS + CONNECTCALLS) % Ans+Conn Percentage of calls to the VDN answered by a measured agent or connected to a non-ACD destination within the service level. With DEFINITY ECS Generic 3 switches, connected means calls answered at a non-ACD destination. 100*(sum( ACDCALLS + CONNECTCALLS) / sum( INCALLS)), Aban Calls Number of calls that were abandoned while being carried by the VDN.sum( ABNCALLS) Avg Aban Time Average time that calls waited before the callers abandoned them.sum( ABNTIME)/ sum( ABNCALLS), Report Heading Description Database Item, Calculation, or
Historical Reports CentreVu® Supervisor Version 8 Reports VDN Call Profile Report4-150 % Aban Percentage of calls that abandoned while carried by this VDN.100*(sum( ABNCALLS) / sum( INCALLS)), Report Heading Description Database Item, Calculation, or
Historical Reports CentreVu® Supervisor Version 8 Reports VDN Graphical Busy/Abandon/Disconnect Comparison Report4-151 .........................................................................................................................................................................................................................................................VDN Graphical Busy/Abandon/Disconnect Comparison Report OverviewThis report shows the percent of busy, abandon, and disconnect for summarized VDNs in one ACD for the date you specify. Things to know about this reportHere are some things to know about this report: •The selected ACD is displayed at the bottom right of the report. •A legend on the right side of the report shows the color scheme for % Busy, % Abandon, and % Disconnect. •% Busy refers to the percentage of the total calls that are busy for all VDNs on the ACD. •% Abandon refers to the percentage of the total calls that abandoned for all VDNs on the ACD. •% Disconnnect refers to the percentage of the total calls that are disconnected for all VDNs on the ACD. •The chart type can be changed. See Chapter 2, “Using Reports”, for more information. •The database items are stored in the dvdn (daily) table. •This report is only available through the CentreVu Supervisor interface. •This report uses the VDN report input window. Select a VDN that you want to view on the report. See VDN Report Input Fields (4-144) for more information. •This report is only available for DEFINITY R8 ACDs.
Historical Reports CentreVu® Supervisor Version 8 Reports VDN Graphical Busy/Abandon/Disconnect Comparison Report4-152 VDN Graphical Busy/ Abandon/Disconnect Comparison report exampleThe following figure provides an example of the VDN Graphical Call Profile report.