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Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

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    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Graphical Information Report3-21
     AUX The total time during the collection interval that the 
    agent was in the AUX work state in all splits/skills or 
    on AUXINCALLS or AUXOUTCALLS.sum(TI_AUXTIME)
     RINGING The time during the collection interval that the agent 
    had split/skill and direct agent ACD calls ringing.sum(I_RINGTIME)
     OTHER The time during the collection interval that the agent 
    was doing other work in all splits/skills. For Generic 
    3 switches, while in Auto-in or Man-In: the agent put 
    any call on hold and performed no further action, the 
    agent dialed to place a call or to activate a feature, 
    or an extension call rang with no other activity. For 
    all switches, TI_OTHERTIME is collected for the 
    time period after the link to the switch comes up or 
    after the agent logs in and before the CMS receives 
    notification of the agents state from the switch.  The 
    TI_ time is stored only for the split/skill logged into 
    the longest. TI_ time needs to be summed across 
    the splits/skills the agents may log into, in case the 
    logon order changes during the collection interval.sum(TI_OTHERTIME)
     Staffed Time The time during the collection interval that the agent 
    was staffed in any split/skill. TI_ time is recorded 
    only for the split/skill logged into the longest amount 
    of time. TI_ time needs to be summed across the 
    splits/skills the agents may log into, in case the login 
    order changes during the collection interval.sum(TI_STAFFTIME) Field Definition Database Item, Calculation,  
    or  
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Other Reports3-22
    Other Reports
    .........................................................................................................................................................................................................................................................Overview
    PurposeThis section discusses other reports.
    Organization of this
    sectionThis section contains the following topics:
    •General Information About Other Reports (3-23)
    •Event Count Summary Report (3-24)
    •Multi-ACD Report (3-27)
    •Multi-ACD Top Agent Report (3-35). 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    General Information About Other Reports3-23
    .........................................................................................................................................................................................................................................................General Information About Other Reports
    What Other reports
    containThe Real-Time Other reports give you the following specific information 
    about:
    •A summary of the number of times during the current interval that an 
    agent in a split/skill pressed any of the nine event count keys while 
    on an ACD call or in call-related after call work.
    •Real-time call-handling information.
    •Skill information for skills from multiple ACDs.
    Organization of Other
    reportsThe following list shows how the Other reports are structured in 
    CentreVu 
    Supervisor:
    •Event Count
    •Multi-ACD
    •Multi-ACD Top Agent.
    Other report selector
    windowThe following figure is an example of the Other Report Selector window. 
    The reports are explained in the same order as listed in the window. 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Event Count Summary Report3-24
    .........................................................................................................................................................................................................................................................Event Count Summary Report
    OverviewThe Event Count Summary report displays the number of times during 
    the current interval that an agent in a split/skill pressed any of the nine 
    event count keys while on an ACD call or in call-related ACW.
    Things to know about
    this reportHere are some things you need to know about this report:
    •You can define event keys to represent any kind of event you want 
    (for example, the number of calls generated from an advertisement, 
    promotion, or geographic area).
    •Event counts are only recorded while an agent is on an ACD call or 
    in call-related ACW. If an agent is in AUTO-IN mode, the ACD call 
    terminates when the caller hangs up, and an event count cannot be 
    recorded after the caller hangs up. To track event counts, it is 
    recommended that agents use the MANUAL-IN mode because the 
    agent goes to ACW when the caller hangs up, allowing the agent to 
    enter an event count.
    •This report is available with DEFINITY ECS Generic 3 switches only.
    •The database items used for the Trunk Group report are stored in 
    the csplit table
    Relationships to other
    subsystemsEvent 0, audio difficulty, is used in the trunk and trunk group exception 
    reports.
    Event Count Summary
    input windowThe following figure shows an example of the Event Count Summary 
    input window. You must fill in the report input window to run the report.  
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Event Count Summary Report3-25
    Event Count Summary
    input fieldsThe following table describes the input fields on real-time Event Count 
    Summary report input windows:
    Event Count Summary
    report exampleThe following figure provides an example of the Event Count Summary 
    report: Field Definition
    Split/Skill: Fill in the split or skill name or number for which you want to run the 
    report. You can enter a split/skill name only if the name has been 
    defined in Dictionary.
    Refresh Every  
    Seconds:Enter the number of seconds (3 to 600) to specify how rapidly 
    CentreVu CMS should update the report data. The default for the 
    Refresh Every  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 the Enable Report thresholds option to start the report with 
    report thresholds running. Uncheck the option if you do not want to 
    run report thresholds.
    Run Minimized Check the Run Minimized option to run the report in a minimized 
    window. Uncheck the option to run the report at full size. 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Event Count Summary Report3-26
    Event Count Summary
    report descriptionThe following table describes the report fields:
    Report 
    HeadingDescription Database Item, Calculation,  
    or 
     Split/Skill The name or number of the split(s)/skill(s) that is 
    selected for this report.syn(SPLIT) 
     Agents Staffed The total number of agents that are logged into 
    each split/skill. STAFFED 
     Agent Name The name(s) of the agent(s) assigned to this split/
    skill and logged in (or their login IDs if names 
    have not been assigned to them in Dictionary).syn(LOGID) 
    ACD Calls  The total number of split/skill and direct agent 
    calls (Generic 3 switches only) that were 
    answered by this agent. This is the number of 
    calls that the agent answered, not the number of 
    calls for which the agent counted an event.ACDCALLS + DA_ACDCALLS 
    
     Event 1 ... 9 The number of times during the specified time 
    period that this agent entered each event count 
    (1 - 9) while on ACD calls or in ACW associated 
    with an ACD call for this split/skill recorded during 
    this interval. EVENT1 ... 9 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Multi-ACD Report3-27
    .........................................................................................................................................................................................................................................................Multi-ACD Report
    OverviewThis report displays real-time call-handling information. This information 
    can be requested simultaneously for up to eight splits/skills and up to 
    eight ACDs. This report allows you to evaluate and compare similar 
    splits/skill information in different ACDs. With this information you can 
    determine workload and call-handling performance, agent reassignment, 
    or other ACD configuration alternatives to balance workloads and reduce 
    abandoned calls
    Things to know about
    this reportHere are some things you need to know about this report:
    •The Multi-ACD report appears on the real-time reports menu even if 
    you have only one real ACD installed on your 
    CentreVu CMS.
    •The database items used for the Multi-ACD Report are stored in the 
    csplit table.
    •This report can include information on up to eight ACDs.  
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Multi-ACD Report3-28
    Multi-ACD report input
    windowThe following figure shows an example of the Multi-ACD Report input 
    window. You must fill in the report input window to run the report. 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Multi-ACD Report3-29
    Multi-ACD report Input
    FieldsThe following table describes the input fields on real-time Multi-ACD 
    report input windows:
    Field Definition
    First through Eighth ACD: Fill in the names or numbers of the First through Eighth 
    ACD(s) for which you want to run the report. You can 
    enter an ACD name only if the name has been defined 
    in Dictionary.
    Split/Skill: Fill in the names or numbers of the Split/Skill(s) for 
    which you want to run the report. You can enter a split/
    skill name only if the name has been defined in 
    Dictionary.
    Refresh Every  
    Seconds:Enter the number of seconds from 3 to 600, to specify 
    how rapidly 
    CentreVu CMS should update the report 
    data. The default for the Refresh Every  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 the Enable Report thresholds option to start the 
    report with report thresholds running. Uncheck the 
    option if you do not want to fun report thresholds.
    Run Minimized Check the Run Minimized option to run the report in a 
    minimized window. Uncheck the option to run the 
    report at full size. 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Multi-ACD Report3-30
    Multi-ACD report
    exampleThe following figure provides an example of the Multi-ACD report:
    Multi-ACD report
    descriptionThe following table describes the report fields:
    Report 
    HeadingDescription Database Item, Calculation, 
    or 
     Split/Skill The name(s) or number(s) of the splits/skills 
    selected for this report. syn(SPLIT) 
     ACD The name or number of the ACD for which the 
    data was selected. syn(ACD)
    Skill State The current state of the skill, compared to the 
    administered thresholds. This displays as 
    Normal, Overload 1, and Overload 2 on the 
    report. Requires 
    DEFINITY ECS R6 or later with 
    CentreVu Advocate. SKSTATE 
     Calls Waiting The number of split/skill ACD calls waiting to be 
    answered. This includes calls that are in queue 
    and calls that are ringing at an agent voice 
    terminal. It does not include direct agent calls for 
    the 
    DEFINITY ECS Generic 3 switch. INQUEUE+  INRING 
    						
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