Home > Lucent Technologies > Communications System > Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

Lucent Technologies CentreVu Supervisor Version 8 Reports Guide

    Download as PDF Print this page Share this page

    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+.

    Page
    of 574
    							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
    Graphical Skill Overload Report5-25
    Graphical Skill Overload
    report descriptionThis table describes the report fields:
    Report Heading Description Database Item, Calculation, or 
    
    Split/Skill:  The name or number of the split(s)/skill(s) 
    selected for the report.syn(SPLIT)
    Normal The time the skill spent under all of the 
    thresholds. I_NORMTIME
    Overload1  The time the skill spent over threshold 1 and 
    under threshold 2. I_OL1TIME
    Overload2 The time the skill spent over threshold 2. I_OL2TIME 
    						
    							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
    Graphical Split/Skill View Report5-26
    .........................................................................................................................................................................................................................................................Graphical Split/Skill View Report
    OverviewThis report shows the status of agents in the split/skill and cumulative 
    split/skill statistics.
    Things to know about
    this reportHere are some things to know about this report:
    •Call center managers can use this report for large numbers of 
    agents in one split or skill, and need split/skill status but do not want 
    to consume the PC resources required to display individual agent 
    status of many agents. Call center managers can use this report to 
    see the totals and averages for a specific split or skill up to a certain 
    point in the day.
    •The database items for the Graphical Split/Skill view report are 
    stored in the csplit (current interval) and hsplit (intrahour 
    interval) table.
    •This report uses the Split/Skill View Input Window. See Split/Skill 
    Reports Selector Window and Input Fields (5-19) for input field 
    definitions.
    Graphical Split/Skill View
    report exampleThis figure provides an example of a Graphical Split/Skill view report. 
    						
    							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
    Graphical Split/Skill View Report5-27
    Graphical Split/Skill View
    report descriptionThis table describes the report fields:
    Report Heading Description Database Item, Calculation, 
    or  
    Report Data 
    Start Time:The day and time that the report started collecting 
    data.No database item.
    Skill State Current state of this skill, compared to the 
    administered thresholds. Requires ECS R6 or later 
    with 
    CentreVu Advocate. syn(SKSTATE)
    AVAIL The current number of agents that are available to 
    receive ACD calls in this split/skill.AVA I L A B L E
    ACD The total number of agents connected to inbound 
    and outbound ACD calls in each split/skill. This 
    does not include direct agent calls.ONACD
    ACW The current number of POSITIONS that are in after 
    call work for this split/skill. This includes agents on 
    ACWIN/ACWOUT calls as well as agents in ACW 
    not associated with an ACD call. It does not include 
    agents in ACW for direct agent ACD calls.INACW
    AUX The current number of POSITIONS that are in 
    auxiliary work for all splits/skills or on AUXIN/
    AUXOUT calls.INAUX
    RINGING The current number of POSITIONS that are in the 
    “ring” state, for this split/skill. For example, the 
    positions that have a split/skill or direct agent ACD 
    call ring for this split/skill and are not doing 
    anything else. Note: When an agent makes or 
    answers an extension call while an ACD call is 
    ringing, that position is no longer counted in 
    AGINRING (because the agent is then on an 
    AUXIN/OUT call). Agents talking on ACD calls who 
    receive a forced MCH call (for Generic 3 Version 4 
    switches and later) are not counted in AGINRING 
    (they are counted in ONACD).AGINRING
    OTHER The current number of POSITIONS that are doing 
    other work.OTHER
    Agents Staffed: The number of agents logged into the split/skill. STAFFED 
    						
    							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
    Graphical Split/Skill View Report5-28
    % Within 
    Service Level: The 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 (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.100*(ACCEPTABLE/ 
    CALLSOFFERED); 
    sum(PERCENT_SERV_
    LVL_SPL); 
    
    Calls Waiting The total number of split/skill ACD calls waiting to 
    be answered. This includes calls that are in queue 
    and ringing at an agent voice terminal and 
    outbound ACD calls placed by an adjunct (for 
    example, outbound predictive dialing—Generic 3 
    switches with the ASAI feature). It does not include 
    direct agent calls (Generic 3 switches only).INQUEUE + INRING
    Oldest Call 
    Waiting:The number of seconds that the oldest ACD call 
    has waited in queue or ringing before being 
    answered. This does not include direct agent calls.OLDESTCALL
    Avg Speed Ans: The average time that calls waited in queue or 
    ringing before an agent answered. This does not 
    include direct agent calls, but it does include 
    outbound ACD calls placed by an adjunct 
    (outbound predictive dialing—Generic 3 with the 
    ASAI feature only).ANSTIME / ACDCALLS; 
    
    ACD Calls:  The queued ACD calls to the split/skill that were 
    answered by an agent. This does not include direct 
    agent calls, but it does include ACD calls placed by 
    an adjunct (outbound predictive dialing—Generic 3 
    with ASAI only).ACDCALLS
    Avg ACD Time:  The average talk time (does not include hold time) 
    for all ACD calls to this split/skill. This does not 
    include direct agent calls, but it does include talk 
    time of all ACD calls placed by an adjunct 
    (outbound predictive dialing—Generic 3 with the 
    ASAI feature only). Report Heading Description Database Item, Calculation, 
    or   
    						
    							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
    Graphical Split/Skill View Report5-29
    Aban Calls: The total number of queued calls for each split/skill 
    that abandoned before an agent answered. This 
    includes calls that are ringing at a voice terminal 
    but does not include direct agent calls. It also 
    includes the number of outbound calls for each 
    split/skill that abandoned at the far end before an 
    agent answered (Generic 3 with the ASAI feature 
    only).ABNCALLS
    Avg Aban Time:  The average time a caller waited before hanging 
    up.ABNTIME / ABNCALLS; 
     Report Heading Description Database Item, Calculation, 
    or   
    						
    							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
    VDN Report5-30
    VDN Report 
    .........................................................................................................................................................................................................................................................Overview
    PurposeThe CentreVu Supervisor VDN Graphical Call Handling report allows 
    access to specific information on answered, abandoned, and outflow 
    calls.
    Organization of this
    sectionThis section contains the following topics:
    •General Information About the VDN Report (5-31)
    •VDN Graphical Call Handling Report (5-33) 
    						
    							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
    General Information About the VDN Report5-31
    .........................................................................................................................................................................................................................................................General Information About the VDN Report
    VDN Report selector
    windowThe following figure is an example of the VDN report selector window. 
    						
    							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
    General Information About the VDN Report5-32
    VDN Report input fieldsThis table describes the input fields on integrated VDN Report Input 
    windows. You must fill in the report input window to run the report:
    Field Description
    VDNs:  Enter the number(s) or name(s) (if they have been defined in the 
    Dictionary) of the VDN(s) that you want to include in the report. You 
    can enter a name only if it has been previously defined in the 
    Dictionary subsystem.
     To complete the input field, do the following:
    •Type in the information requested.
    •Select the information from the pull-down list of previously used items. 
    During each CMS session, Supervisor recalls 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 item(s) for the input field. When you click on the Browse 
    button, a window opens that lets you select items for the input field.
    Report Data Start Time: Enter the day and time (either in military time or with AM/PM 
    specified) you want the report to start collecting data. The time 
    entered (or the time adjusted to the nearest previous interval start 
    time relative to the entered time) is used to populate the Report Data 
    Start Time field on the report. NOTE: If no report start time is 
    available, the start time will be midnight of the current day. The 
    report start time must be less than 24 hours before the current time.
    Refresh Every  Seconds Enter the number of seconds (3 to 600) to specify how rapidly 
    CentreVu CMS should update the report data. The default value for 
    the Refresh rate in seconds: field in this window is your assigned 
    minimum refresh rate plus 15 seconds. To find out what your 
    minimum refresh rate is, or to change it, check with your 
    CentreVu 
    CMS administrator.
    Enable Report Thresholds Check this box to turn on the thresholds for the report.
    Run Minimized Check this box to minimize the report. 
    						
    							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
    VDN Graphical Call Handling Report5-33
    .........................................................................................................................................................................................................................................................VDN Graphical Call Handling Report 
    OverviewThis report shows, for each VDN, the cumulative number of calls that are 
    answered, abandoned, and considered outflow calls. The report also 
    includes the average speed of answer.
    Things to know about
    this reportHere are some things to know about this report:
    •This report shows in chart format how many ACD calls for each 
    specified VDN were answered, abandoned, or outflowed. It also 
    shows the switch-based ASA.
    This report consists of two charts, with a legend to the right of each.
    •The top chart is a three-dimensional, horizontal, color-coded bar 
    chart showing the numbers of ACD calls answered, abandoned, and 
    outflowed. 
    •The bottom chart is a line graph, where the Rolling ASA for each 
    specified VDN is represented by each color-coded line.
    •If the system is a switch that does not have the EAS feature, see the 
    section, “Agent Information report,” in this chapter for details. 
    •The chart type can be changed. See Chapter 2, “Using Reports”, for 
    more information.
    •The database items used for the VDN Graphical Call Handling 
    report are stored in the cvdn (current interval) and hvdn (intrahour 
    interval) tables.
    •This report uses the VDN Graphical Call Handling Report Input 
    Window. See 
    General Information About the VDN Report (5-31) for input 
    field definitions. 
    						
    							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
    VDN Graphical Call Handling Report5-34
    VDN Graphical Call
    Handling report exampleThis figure provides an example of a VDN Graphical Call Handling report.
    VDN Graphical Call
    Handling report
    descriptionThis table describes the report fields:
    Report Heading Description Database Item, Calculation, or 
    
    Report Data 
    Start Time:The day and time that the report started 
    collecting data.No database item.
    VDN The number or name of the VDN for which the 
    report shows data (selected in the report input 
    window).syn(VDN)
    Rolling ASA The switch-provided rolling average speed of 
    answer for this VDN. This value is sent to 
    CentreVu CMS whenever it changes (for 
    example, when a call is answered) on the 
    Generic 3 Version 4 or later switch with the call 
    vectoring enhancements.ASA 
    						
    All Lucent Technologies manuals Comments (0)

    Related Manuals for Lucent Technologies CentreVu Supervisor Version 8 Reports Guide