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+.
Historical Reports CentreVu® Supervisor Version 8 Reports VDN Graphical Busy/Abandon/Disconnect Comparison Report4-153 VDN Graphical Call Profile report descriptionThe following table describes the report fields. Report Heading Description Database Item, Calculation, or Date: The day for which the report was run (selected in the report input window). ROW_DATE VDN: The number or name of the VDN for which the report shows data (selected in the report input window). VDN or syn(VDN) ACD ACD name or number that is sending calls to the VDN. syn( ACD) Abandon The percentage of the total number of calls in all VDNs in the selected ACD that abandoned on the selected date.100 * (sum(ABNCALLS/ sum(INCALLS)). Note that this calculation is not a standard CMS calculation — it is only available through reports. Busy The percentage of the total number of calls in all VDNs in the selected ACD that were busy for the selected date.100 * (sum(BUSYCALLS)/ sum(INCALLS)). Note that this calculation is not a standard CMS calculation — it is only available through reports. Disconnect The percentage of the total number of calls in all VDNs in the selected ACD that disconnected on the selected date.100 * (sum(DISCCALLS)/ sum(INCALLS)). Note that this calculation is not a standard CMS calculation — it is only available through reports.
Historical Reports CentreVu® Supervisor Version 8 Reports VDN Graphical Call Profile Report4-154 .........................................................................................................................................................................................................................................................VDN Graphical Call Profile Report OverviewThis report shows how calls to the VDN you specify are being handled compared to your call centers predefined Acceptable Service Level for the date you specify. Things to know about this reportHere are some things to know about this report: •This report has four charts and displays a collection of VDN call profile related data items at the top of the report. The box to the right of each chart is a legend. •The three-dimensional pie chart in the upper-left quadrant shows the percentage of ACD calls answered within the predefined Acceptable Service Level and the percentage of ACD calls answered outside this level. The numerical value represented by each pie piece is shown inside the pie chart. •The stacked area graph in the lower-left quadrant shows the number of ACD calls answered and abandoned within each service level. Note that the number displayed for each service interval is the upper limit of the interval. (For example, if the first two intervals are 5 and 10, the first data point shows answers/abandons within 0-5 seconds, and the second data point shows answers/abandons within 6-10 seconds.) •The three-dimensional pie charts on the right side of the report show the Percentage Answered Distribution and the Percentage Abandoned Distribution. The numerical value represented by each pie piece is shown inside the pie chart. •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.
Historical Reports CentreVu® Supervisor Version 8 Reports VDN Graphical Call Profile Report4-155 VDN Graphical Call Profile report exampleThe following figure provides an example of the VDN Graphical Call Profile report. VDN Graphical Call Profile report descriptionThe following table describes the report fields. Report Heading Description Database Item, Calculation, or Date: The day for which the report was run (selected in the report input window). ROW_DATE VDN: The number or name of the VDN for which the report shows data (selected in the report input window). VDN or syn(VDN) ACD Calls: The total number of calls answered within the VDN for that day. ACDCALLS Aban Calls: The total number of VDN calls abandoned for that day. ABNCALLS Service Level Shows administered acceptable service level. SERVICELEVEL
Historical Reports CentreVu® Supervisor Version 8 Reports VDN Graphical Call Profile Report4-156 Service Intervals ChangedShows whether or not the service level was changed. A YES appears if the acceptable service level changed during the period covered by the report. Otherwise, a NO appears.syn( SVCLEVELCHG) Service Interval Calls AnsweredThe number of calls that, while connected to this VDN, were answered by an agent or were connected to a non-ACD destination within each of the service level increments. With Generic 3 switches, connected means calls that were answered at a non-ACD destination. sum (ANSCONNCALLS1), sum (ANSCONNCALLS2 through 10) Service Interval Calls AnsweredPercentage of split/skill ACD calls that were answered by an agent within the predefined acceptable service level. Calls to the split/skill include abandoned calls, calls not answered, and outbound ACD calls placed by an adjunct (for example, outbound predictive dialing— Generic 3 switches with the ASAI feature). Calls that were not answered may include forced busy calls, forced disconnect calls, calls redirected to another destination, and calls queued to more than one split and answered in another split/skill. For Generic 3 switches, Percent Within Service Level does not include direct agent calls. Service Interval Answers and Abandons Percentage of split/skill ACD calls that were answered by an agent within the predefined acceptable service level. Calls to the split/skill include abandoned calls, calls not answered, and outbound ACD calls placed by an adjunct. Outbound predictive dialing—Generic 3 switches with the ASAI feature only. Calls that were not answered may include forced busy calls, forced disconnect calls, calls redirected to another destination, and calls queued to more than one split and answered in another split/skill. For Generic 3 switches, Percent Within Service Level does not include direct agent calls.< Service Interval - secondsThe lower and upper limit 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 or abandoned. PERIOD1-9 Report Heading Description Database Item, Calculation, or
Historical Reports CentreVu® Supervisor Version 8 Reports VDN Graphical Call Profile Report4-157 % Answered DistributionA chart displaying the distribution of the percent of calls answered for the day across all intervals.None. % Abandoned DistributionA chart displaying the distribution of the percent of calls abandoned for the day across all intervals.None. Report Heading Description Database Item, Calculation, or
Historical Reports CentreVu® Supervisor Version 8 Reports VDN Graphical Service Level Report4-158 .........................................................................................................................................................................................................................................................VDN Graphical Service Level Report OverviewThis report shows the percentage of ACD calls answered within the predefined Acceptable Service Level and the percentage of ACD calls abandoned for the date and VDN that you specify. Things to know about this reportHere are some things to know about this report: •Each set of vertical bars is labeled with the start time for the service interval. The box below the graph is a legend. •The chart type can be changed. See Chapter 2, “Using Reports”, for more information. •The database items used for the report are stored in the hvdn (intrahour interval) table. •This report is only available through the CentreVu Supervisor Interface. •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.
Historical Reports CentreVu® Supervisor Version 8 Reports VDN Graphical Service Level Report4-159 VDN Graphical Service Level report exampleThe following figure provides an example of the VDN Graphical Service Level report. VDN Graphical Service Level report descriptionThe following table describes the report fields. Report Heading Description Database Item, Calculation, or Date: The day for which the report was run (selected in the report input window). ROW_DATE VDN: The number or name of the VDN for which the report shows data (selected in the report input window). VDN Seconds Shows actual administered service level. SERVICELEVEL Acceptable Service ChangedShows whether or not the service level was changed. A YES appears if the acceptable service level changed during the period covered by the report. Otherwise, a NO appears.syn(SVCLEVELCHG)
Historical Reports CentreVu® Supervisor Version 8 Reports VDN Graphical Service Level Report4-160 % Within Service LevelThe percentage 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). Data are for each specified intrahour interval or day (selected in the report input window). % Aban Calls The percentage of incoming calls that were abandoned in the VDN. Times Intrahour intervals for which the report shows data (as selected in the report input window).STARTTIME or STARTTIME + INTRVL Report Heading Description Database Item, Calculation, or
Historical Reports CentreVu® Supervisor Version 8 Reports VDN Multi-ACD Flow Report4-161 .........................................................................................................................................................................................................................................................VDN Multi-ACD Flow Report OverviewThe VDN Multi-ACD Call Flow report shows call-handling data for the VDNs and the ACDs you select. This report can display information on up to eight ACDs. Things to know about this reportHere are some things to know about this report: •This report is only available if the Vectoring feature has been purchased and authorized for you to use. •You must have the Lookahead Interflow feature active on your ACD to get Lookahead Attempts and Completions data. •You must have a DEFINITY ECS/Generic 3 switch to get adjunct routing data. •The VDN Flow Out report item includes only calls that route to another VDN and route to an external (off-switch) destination. •The VDN Flow Interflow report item includes both Lookahead Interflow and non-Lookahead Interflow call completions. •The VDN Multi-ACD Call Flow is available in daily, weekly, and monthly versions. •The database items used in the VDN Multi-ACD Call Flow are stored in the dvdn (daily), wvdn (weekly), and mvdn (monthly) tables. •You cannot customize this report. •This report uses the VDN report input window. Select a VDN that you want to view on the report. This report can display information on up to eight ACDs. See VDN Report Input Fields (4-144) for more information. VDN Multi-ACD Flow report exampleThe following figure provides an example of the VDN Multi-ACD Flow report.
Historical Reports CentreVu® Supervisor Version 8 Reports VDN Multi-ACD Flow Report4-162 VDN Multi-ACD Flow 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 Name Number or name of each VDN for which the report shows data (selected in the report input window). If the same VDN name or number is used on two or more ACDs, that name or number will be repeated for each ACD.syn( VDN) ACD ACD that contains the associated VDN in the report. syn( ACD) Inbound Calls Number of calls to the VDN that were completed in the specified time period. INCALLS sum(INCALLS) (for the Totals line) ACD Calls Number of split/skill and direct agent ACD calls to the VDN completed during the specified time period that were answered by an agent. ACDCALLS sum(ACDCALLS) (for the Totals line) Aban Calls Number of ACD calls to the VDN that hung up before being answered during the specified time period. ABNCALLS sum(ABNCALLS) (for the Totals line) Busy+Disc Calls Number of calls to the VDN that, during the specified time period, received a forced busy signal or disconnect. BUSYCALLS+ DISCCALLS, sum(BUSY+DISCCALLS) (for the Totals line) ACD Calls Number of calls that, in the specified time period, were answered by an agent in a backup split/skill (split/skill other than the main split/skill) while carried by the VDN. This report item includes messaging split/skill calls, check backup calls, route to split/skill calls, and direct agent calls. BACKUPCALLS sum(BACKUPCALLS) (for the Totals line) Flow In Number of calls that, in the specified time period, were redirected to this VDN via a route to VDN. Calls are counted regardless of whether they remained connected to the VDN, were abandoned, or were subsequently routed to some other destination. INFLOWCALLS sum(INFLOWCALLS) (for the Totals line)