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Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

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    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Queue/Agent Reports3-41
    Queue/Agent Reports
    .........................................................................................................................................................................................................................................................Overview
    PurposeThe Queue/Agent reports give you the following specific information 
    about Queues and Agents:
    •The overall skill information along with information about agents for 
    whom the requested skill is the top skill.
    •The overall split/skill information such as the number of calls waiting, 
    oldest call waiting, and percent answered within service level.
    •A summary of the splits/skills queue status.
    Organization of this
    sectionThis section contains the following topics:
    •General Information About Queue/Agent Reports (3-42)
    •Queue/Agent Report Selector Window and Input Fields (3-43)
    •Queue/Top Agent Status Report (3-45)
    •Queue/Agent Status Report (3-50)
    •Queue/Agent Summary Report (3-55). 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    General Information About Queue/Agent Reports3-42
    .........................................................................................................................................................................................................................................................General Information About Queue/Agent Reports
    What Queue/Agent
    reports containThe Queue/Agent reports give you the following specific information 
    about Queues and Agents:
    •The overall skill information along with information about agents for 
    whom the requested skill is the top skill.
    •The overall split/skill information such as the number of calls waiting, 
    oldest call waiting, and percent answered within service level.
    •A summary of the splits/skills queue status.
    Organization of Queue/
    Agent reportsThe following list shows how the Queue/Agent reports are structured in 
    CentreVu Supervisor:
    •Queue Top Agent Status
    •Status
    •Summary. 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Queue/Agent Report Selector Window and Input Fields3-43
    .........................................................................................................................................................................................................................................................Queue/Agent Report Selector Window and Input Fields
    OverviewThe queue/agent report selector window and the queue report input 
    window are used to run the queue/agent reports described in this section.
    Queue/Agent report
    selector windowThe following figure is an example of the Queue/Agent report selector 
    window. The reports are explained in the same order as listed in the 
    window: 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Queue/Agent Report Selector Window and Input Fields3-44
    Queue/Agent report
    input fieldsThe following table describes the input fields on real-time Queue report 
    input windows:
    Field Definition
    Skill: or Split/Skill: Enter the skill name or number that you want 
    to view in this report. Any name(s) that you 
    want to appear on the report must have been 
    previously defined and entered in the 
    Dictionary subsystem.
    Refresh Every  
    SecondsEnter the number of seconds (3 to 600) to 
    specify how often you want the report to 
    refresh. 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 
    ThresholdsCheck 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
    Queue/Top Agent Status Report3-45
    .........................................................................................................................................................................................................................................................Queue/Top Agent Status Report
    OverviewThis report displays overall skill information along with information about 
    agents for whom the requested skill is the top skill. This report resembles 
    the Queue/Agent Status report, but this report also displays the number 
    of top agents staffed, available, ringing, on ACD calls, in ACW, in AUX, 
    and in Other, plus the number of flex agents staffed. The number of calls 
    answered and abandoned also appear on the report.
    Things to know about
    this reportHere are some things you need to know about this report:
    •This report is available only for Generic 3 switches with EAS.
    •Top Agents are agents for whom the skill is their highest-level skill. 
    If agents have more than one skill at the highest level, then the first 
    one administered is the top skill.
    •The database items used for the Queue/Top Status report are stored 
    in csplit and cagent tables.
    •This report uses the Queue Report input window. Select a skill that 
    you want to view on the report. See 
    Queue/Agent Report Selector 
    Window and Input Fields (3-43) for more information.
    Queue/Top Agent Status
    report exampleThe following figure provides an example of a Queue/Top Agent Status 
    report: 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Queue/Top Agent Status Report3-46
    Queue/Top Agent Status
    report descriptionThe following table describes the report fields:
    Report Heading Description Database Item, Calculation, 
    or 
    Skill Name or number of the skill selected for this 
    report.syn(SPLIT)
    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 or 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 Generic 3 switch.INQUEUE+INRING
    Oldest Call Waiting The length of time (in seconds) the oldest ACD 
    call has waited in queue or ringing (at an agent 
    voice terminal for each split/skill in the report) 
    before being answered. This does not include 
    direct agent calls.OLDESTCALL
    Direct Agent Calls 
    WaitingThe current number of direct agent calls 
    (Generic 3 only) that are waiting in this skills 
    queue or ringing at agent positions.DA_INQUEUE+DA_INRING
    % Within Service 
    LevelThe percentage of skill ACD calls that were 
    answered by an agent within the predetermined 
    time.100*(ACCEPTABLE/
    CALLSOFFERED) 
    
    Secs Shows the current setting for the Acceptable 
    Service Level, in seconds, as defined on the 
    Call Center Administration Split/Skill Call 
    Profile Setup window.SERVICELEVEL
    ACD Calls The number of calls that were queued to the 
    skill and answered by this agent in this skill 
    (includes O_ACDCALLS).ACDCALLS
    Aban Calls The number of calls that are abandoned by the 
    caller when calls are in queue or when calls are 
    ringing for this split/skill. This includes calls with 
    talk times less than the phantom abandoned 
    call timer value, if it is set.ABNCALLS
    Top Agents Staffed The current number of top agents that are 
    staffed in this skill.TSTAFFED 
    						
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    Queue/Top Agent Status Report3-47
    Top Agents Avail The current number of top agents logged into 
    the skill and available in the skill to take calls.TAVA I L A B L E
    Top Agents Ringing The number of top agents logged into the skill 
    who have ACD calls (including direct agent 
    calls) ringing at their voice terminals.TAGINRING
    Top Agents on ACD 
    CallsThe total number of top agents connected to 
    inbound and outbound ACD calls in each skill. 
    This does not include direct agent calls.TONACD
    Top Agents in ACW The number of top agents who are in the after 
    call work state for each skill. This includes 
    agents on ACWIN/ACWOUT calls and agents 
    in ACW not associated with an ACD call.TINACW
    Top Agents in AUX The number of top agents logged into the skill 
    who are in the AUX work mode for all skills or 
    are on AUXIN/AUXOUT calls. Does not apply 
    to direct agents in ACW.TINAUX
    Top Agents in Other The current number of top agent positions that 
    are doing other work.
    For the Generic 3 switch the agent did one of 
    the following activities while in the Auto-in or 
    Manual-In state:
    •The agent put any call on hold and performed 
    no further action.
    •The agent is on a direct agent call or in ACW for 
    a direct agent call.
    •The agent is dialing to place a call or to activate 
    a feature.
    •The agent has a personal call ringing with no 
    other activity.
    For the Generic 3, agents are logged into 
    multiple skills and doing work for a skill other 
    than this one (on an ACD call or in call-related 
    ACW). For the Generic 3 switches without 
    EAS, agents are logged into multiple splits and 
    doing work for a split other than this one (on an 
    ACD call or in call-related ACW). Agent 
    positions show up as OTHER directly after the 
    link to the switch comes up and directly after 
    the agents log in before the  
    CentreVu CMS is 
    notified of the agents work state.TOTHER Report Heading Description Database Item, Calculation, 
    or  
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Queue/Top Agent Status Report3-48
     Flex Agents 
    StaffedNumber of agents who are staffing the skill, but 
    are neither top or reserve agents. Requires 
    ECS R6 or later with 
    CentreVu Advocate. FSTAFFED
     Reserve1 Agents 
    StaffedNumber of agents staffing this skill as reserve1. 
    Requires ECS R6 or later with 
    CentreVu 
    Advocate. R1STAFFED
     Reserve2 Agents 
    StaffedNumber of agents staffing this skill as reserve2. 
    Requires ECS R6 or later with 
    CentreVu 
    Advocate. R2STAFFED
     Agent Name The name (or agent IDs if the names have not 
    been assigned in the Dictionary) of the agents 
    assigned to this split/skill and logged in.syn(LOGID)
     Login ID The login identification of the agent LOGID
     Extn The extension that the agent logged in from. EXTENSION
     AUX Reason The reason associated with the auxiliary work 
    state of this agent (for example, lunch, break, 
    meeting, or training). This field is blank if the 
    agent is not in the AUX state.AUXREASON
    State The current work mode (state) that the agent is 
    in (AVAIL, ACD, ACW, AUX, DACD, DACW, 
    RINGING, UNKNOWN, OTHER, UNSTAFF) 
    and the call direction (blank, IN or OUT).AWORKMODE and 
    DIRECTION
    Skill/Level The skill and level associated with the split/skill 
    or direct agent ACD call that the agent is on or 
    the ACW session.
    WORKSKILL is the OLDEST_LOGON:
    •When an agent is on an AUXIN/AUXOUT call 
    from the available state, while in AUX or with an 
    AUXIN/AUXOUT call on hold
    •When an agent is on an AUXIN call with an 
    ACD call on hold.
     When an agent is on an AUXOUT call with an 
    ACD call on hold, this is the split/skill 
    associated with the ACD call. When an agent is 
    available, in AUX, or in OTHER, this is blank. 
    The level is either a skill level (1-16) for a 
    normal skill or a reserve level (R1 or R2) for a 
    reserve skill. This WORKSKLEVEL applies to 
    WORKSKILL.WORKSKILL/ 
    syn(WORKSKLEVEL) Report Heading Description Database Item, Calculation, 
    or  
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Queue/Top Agent Status Report3-49
    Time The elapsed time since the last agent 
    WORKMODE change for any split/skill. This 
    item is not reset if the DIRECTION changes, 
    but WORKMODE remains the same. For 
    example, if the agent goes from AUX to 
    AUXOUT to AUX, AGTIME continues without 
    resetting.AGTIME
    VDN Name (Shows 
    data only if you 
    have purchased the 
    Vectoring feature)The number or name of the VDN for which the 
    report shows data. The Vector Directory 
    Number is associated with the ACD call in 
    progress.VDN Report Heading Description Database Item, Calculation, 
    or  
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Queue/Agent Status Report3-50
    .........................................................................................................................................................................................................................................................Queue/Agent Status Report
    OverviewThis report is a combination of the Agent report and the Queue/Agent 
    Summary report. It displays overall split/skill information such as the 
    number of calls waiting, oldest call waiting, and percent answered within 
    service level. It also shows the number of agents available, on ACD calls, 
    staffed, with calls ringing, and on after call work. It also shows what each 
    agent in the split/skill is currently doing.
    Things to know about
    this reportHere are some things you need to know about this report:
    •Direct agent calls waiting are displayed in this report because direct 
    agent calls occupy split/skill queue slots on Generic 3 switches.
    •The database items used for the Queue/Agent Status report are 
    stored in csplit and cagent tables.
    •This report uses the Queue Report Input Window. Select a split/skill 
    that you want to view on the report. See 
    Queue/Agent Report Selector 
    Window and Input Fields (3-43) for more information.
    Queue/Agent Status
    report exampleThe following figure provides an example of a Queue/Agent Status 
    report: 
    						
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