Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
General Information About the Vector Report4-173
.........................................................................................................................................................................................................................................................General Information About the Vector Report
Organization of the
Vector ReportThe Vector Report is available in Interval, Daily, Weekly, and Monthly 
versions.
Vector Report selector
windowThe following figure is an example of the Vector Report Selector window.   
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Vector Report Input Fields4-174
.........................................................................................................................................................................................................................................................Vector Report Input Fields
Vector report input fieldsThe following table describes the fields on the input window.
Field Definition
Vector:  Enter the name or number of the vector you want to include in the 
report.
Date: (for interval report only)  Enter the date(s) you would like the report to cover:
•You can use the month/day/year (for example, 3/21/95).
•You can use a - offset based on todays date (for example, -1 for 
yesterday).
Date: (for daily, weekly, and 
monthly reports) 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.
Times: Enter the time you would like the report to cover.
•You can use AM/PM format (for example, 7:30AM- 5:00PM).
•You can use military time format (for example, 7:30- 17:00).
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
Vector Report4-175
.........................................................................................................................................................................................................................................................Vector Report
OverviewThe Vector report displays, for a single vector, various types of data that 
show how calls were handled by the vector.
This menu item is available only if you have purchased the 
CentreVu  
CMS Vectoring feature and that feature has been authorized for you to 
use.
Things to know about
this reportHere are some things to know about this report:
•The Vector report is available in interval, daily, weekly, and monthly 
versions.
•The database items for the Vector reports are stored in the  
hvector (interval), dvector (daily), wvector  (weekly), and 
mvector (monthly) tables.
Vector report exampleThe following figure provides an example of a Vector report.   
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Vector Report4-176
Vector report descriptionThe following table describes the report fields for the time period covered 
by the report.
Report Heading Description Database Item, Calculation, or 

Vector: Number or name of the vector for which the 
report shows data (selected in the report input 
window). syn(VECTOR)
Date, Week 
Starting, Month 
Starting:Day (for interval report) or dates (for daily, 
weekly, and monthly reports) for which the report 
was run (selected in the report input window).ROW_DATE
Time (for Interval 
reports only)Intrahour intervals for which the report shows 
data (selected in the report input window).STARTTIME, 
STARTTIME+INTRVL
Inbound Calls Number of calls processed by the vector that 
completed in the specified time period.INCALLS sum(INCALLS) (for 
the “Totals” line)
Avg Speed Ans Average time, in minutes and seconds, that split/
skill and direct agent ACD calls waited before 
they were answered by an agent. This item 
includes only calls that were answered as a result 
of processing by this vector.ANSTIME/ACDCALLS 
 
 (for the “Totals” line) 
Main ACD Calls Number of calls completed during the specified 
time period that were answered by an agent in a 
main split/skill because of processing by this 
vector. The calls are directed to the main split/
skill by the “queue to main” vector command. 
This item does not include direct agent calls.ACDCALLS-BACKUPCALLS 
sum(ACDCALLS) - 
sum(BACKUPCALLS) (for the 
“Totals” line)
Backup ACD 
CallsNumber of calls completed during the specified 
time period that were answered by an agent in a 
backup split/skill using a vector command other 
than “queue to main.” 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)
Aban Calls  The number of calls that were abandoned by the 
caller while in vector processing. This item 
includes calls that abandoned either while in a 
split/skill or direct agent queue or while ringing at 
agent voice terminals or while in vector 
processing (call need not have queued yet). The 
number of calls applies for the specified time 
period.ABNCALLS sum(ABNCALLS) 
(for the “Totals” line) 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Vector Report4-177
Avg Aban Time  The average time, in minutes and seconds, that 
calls waited in the vector before they were 
abandoned. ABNTIME/ABNCALLS 
 
 (for the “Totals” line)
Forced Busy 
CallsThe number of calls that, in the specified time 
period, received a forced busy signal as a result 
of processing by this vector. BUSYCALLS 
sum(BUSYCALLS) (for the 
“Totals” line)
Forced Disc 
Calls The number of calls that, in the specified time 
period, received a forced disconnect as a result 
of processing by the vector. DISCCALLS sum(DISCCALLS) 
(for the “Totals” line)
Flow In The number of calls that, in the specified time 
period, were redirected to this vector from within 
the switch via “route to VDN” and “go to vector” 
commands.INFLOWCALLS 
sum(INFLOWCALLS) (for the 
“Totals” line)
Flow Out  Number of calls that, in the specified time period, 
were redirected to another destination by way of 
a “go to vector,” “route to,” or “adjunct routing” 
command to a destination other than a split/skill 
or direct agent. (Calls that route to a split/skill or 
direct agent by way of a “route to,” “adjunct 
routing,” or “messaging split/skill” command are 
still tracked in the vector.)OUTFLOWCALLS 
sum(OUTFLOWCALLS) (for the 
“Totals” line)
Other Calls This includes forced busy calls, forced 
disconnect calls and outflow calls.
OTHERCALLS = INCALLS - ACDCALLS -
ABNCALLS.OTHERCALLS Report Heading Description Database Item, Calculation, or 
 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Vector Report4-178
Avg Vector Time The average time, in minutes and seconds, that 
calls were being processed by the vector. This 
average, which applies to the specified time 
period of the report, is for all calls to the vector. 
The item includes calls that were abandoned, 
disconnected calls, interflowed calls, and so on. 
Talk time is not included because calls are 
removed from the vector when the calls connect 
to agent voice terminals. Vector processing stops 
when the “stop” step or the “go to vector” step is 
processed or the “route to” completes 
successfully; or at the completion of the last step 
in the vector, when busy or disconnect is sent, 
when the call abandons, or when a messaging 
split/skill or adjunct routing command succeeds.INTIME/INCALLS 
 
 (for 
the “Totals” line) Report Heading Description Database Item, Calculation, or 
 
						

							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Overview5-1
5 Integrated Reports
.........................................................................................................................................................................................................................................................Overview
PurposeThis chapter is written for supervisors who use CentreVu Supervisor 
integrated reports to effectively run the call center. Integrated 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 explains every integrated report available through 
CentreVu 
Supervisor.
Definition of
integrated reportsAt the Integrated Reports tab, reports that refresh in real-time can be 
selected to display information accumulated from any interval beginning in 
the past 24 hours until the time the report is generated. Standard integrated 
reports show data for ACD, agent, split/skill, trunks/trunk group, vector, and 
VDN activities. The reports you see depend on your switch type, 
permissions, and system performance.
How this chapter is
organizedThis chapter gives a brief description of each available report and definitions 
of the input fields. It provides the information needed to complete any 
integrated report input screen.
Each report section contains the following headings:
•Things to know about this report—gives you information on factors that 
affect the integrated report discussed in each section.
•Report example—provides an example of the report. A table provides 
report headings, field definitions, and the corresponding database item.
Diagram of
integrated reporting
systemThe following diagram shows how the Integrated reporting system is 
structured. This section follows the report structure outlined in the diagram- 
agent reports are described first, followed by split/skill reports, then V
Presentation of
report informationThe Integrated reports are available only when you are using the Supervisor 
application (they are not available through Terminal or standard CMS).
Only reports that are available exclusively through Supervisor are described 
in this chapter. An Integrated report combines real-time and historical data 
for a current view of the day. For general information about Integrated 
reports, see Chapter 2, 
Using Reports, in this document. 
						

							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Overview5-2
Designer reports are described in the CentreVu® Report Designer 
Version 8 User Guide585-210-930
.
Presentation of report
informationThe Integrated reports are available only when you are using the 
Supervisor application (they are not available through Terminal or 
standard CMS).
Only reports that are available exclusively through Supervisor are 
described in this chapter. An Integrated report combines real-time and 
historical data for a current view of the day. For general information about 
Integrated reports, see Chapter 2, 
Using Reports, in this document.
Historical Data in
Integrated ReportsOnce the historical CMS database is queried for an integrated report, the 
historical data in the report will not refresh unless you request the report 
again. The real-time data will continue to refresh at the end of each 
interval. Therefore, to see new historical data on an integrated report, you 
must request the report again to update the data. 
						

							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
Agent Reports5-3
Agent Reports 
.........................................................................................................................................................................................................................................................Overview
PurposeCentreVu Supervisor Agent reports allow for access to information and 
statistics for each agent from specified start times.
Organization of this
sectionThis section contains the following topics:
•General Information About Agent Reports (5-4)
•Agent Report Selector Window and Input Fields (5-5)
•Agent Graphical Information Report (5-7)
•Agent Information Report (5-13) 
						

							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
General Information About Agent Reports5-4
.........................................................................................................................................................................................................................................................General Information About Agent Reports
Organization of Agent
reportsThe following list shows how the Integrated Agent reports are organized 
in Supervisor. Depending on your switch type, you will see either the 
Information or Graphical Information report.
•Graphical information (with Expert Agent Selection)
•Information (without Expert Agent Selection)