Home
>
Lucent Technologies
>
Communications System
>
Lucent Technologies CentreVu Supervisor Version 8 Reports Manual
Lucent Technologies CentreVu Supervisor Version 8 Reports Manual
Have a look at the manual Lucent Technologies CentreVu Supervisor Version 8 Reports Manual 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+.
Real-Time Reports CentreVu® Supervisor Version 8 Reports Queue/Agent Status Report3-51 Queue/Agent Status report descriptionThe following table describes the report fields: Report Heading Description Database Item, Calculation, or Split/Skill The name or number of the split or skill selected for this report.syn(SPLIT) Skill State Current state of this skill, compared to the administered thresholds. Requires ECS R6 or later with CentreVu Advocate. syn(SKSTATE) Calls Waiting The total number of split or skill ACD calls waiting to be answered for each split/skill in the report. This includes calls that are in queue and are ringing at an agents voice terminal. It also includes outbound ACD calls placed by an adjunct (also called outbound predictive dialing), for the the Generic 3 with ASAI only. For the Generic 3 switches, it does not include direct agent calls.INQUEUE+INRING Oldest Call WaitingThe length of time (in seconds) the oldest 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 switches only) that are waiting in this splits/ skills queue or ringing at agent positions.DA_INQUEUE+DA_INRING % Within Service LevelThe percentage of split/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.SERVICELEVEL ACD Calls The number of calls that were queued to this split/skill and answered by an agent in this split/ skill (includes O_ACDCALLS).ACDCALLS
Real-Time Reports CentreVu® Supervisor Version 8 Reports Queue/Agent Status Report3-52 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. NOTE: When a call is queued to multiple splits/skills and abandons from the queue, only the primary split/skill increments ABNCALLS. (Calls that are ringing at an agents voice terminal and then abandon count as abandons for the split/skill for which they were ringing.)ABNCALLS Agents Staffed The total number of agents logged into each split/ skill.STAFFED Agents Avail The current number of agents that are available to receive ACD calls in each split/skill.AVA I L A B L E Role The Agents service role for this SPLIT, as defined in the Dictionary. Requires DEFINITY ECS R6 or later with CentreVu Advocate. syn(ROLE) Percent The Agents percent allocation for this SPLIT. Requires DEFINITY ECS R6 or later with CentreVu Advocate. PERCENT Agents Ringing The current number of agents that are available and have ACD calls (including direct agent calls) ringing at their voice terminal, but have not yet answered. If the agent places a call or answers an extension call, the agent is shown in the AUX work state, rather than in the ringing state.AGINRING Agents on ACD CallsThe total number of agents that are connected to inbound and outbound ACD calls in each split/ skill. This does not include direct agent calls.ONACD Agents in ACW The number of agents that are in the after call work mode for each split/skill. This includes agents on ACWIN/ACWOUT calls and agents in ACW not associated with an ACD call.INACW Agents in AUX The current number of agents who are in the AUX work mode for all splits/skills, including agents who are handling AUXIN/AUXOUT calls.INAUX Report Heading Description Database Item, Calculation, or
Real-Time Reports CentreVu® Supervisor Version 8 Reports Queue/Agent Status Report3-53 Agents in Other The current number of 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 ringing personal call with no other activity. For the Generic 3 switches without EAS, agents are logged into multiple splits and doing work for a split other than this one. 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.OTHER 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) Login ID The login identification of the agent. LOGID Extn The extension that the agent logged in from EXTENSION Role The Agents service role for this SPLIT, as defined in the Dictionary. Requires DEFINITY ECS R6 or later with CentreVu Advocate. syn(ROLE) Percent The Agents percent allocation for this SPLIT. Requires DEFINITY ECS R6 or later with CentreVu Advocate. PERCENT 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).syn(WORKMODE) and syn(DIRECTION) Report Heading Description Database Item, Calculation, or
Real-Time Reports CentreVu® Supervisor Version 8 Reports Queue/Agent Status Report3-54 Split/Skill 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.syn(WORKSKLEVEL) Level The skill level associated with the agents current WORKSKILL, when WORKSKILL is not null. Requires a Generic 3 Version 2 or later switch with the EAS feature. For CentreVu Advocate, in the cagent table, WORKSKLEVEL contains either a skill level (1-16) for a normal skill, or a reserve level (1 or 2) for a reserve skill. This WORKSKLEVEL applies to WORKSKILL. syn(WORKSKLEVEL) 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 (VDN) 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 Summary Report3-55 .........................................................................................................................................................................................................................................................Queue/Agent Summary Report OverviewThis report summarizes the splits/skills queue status (for example, how many calls are waiting in queue). It also summarizes the status of all agents (for example, how many agents are currently staffed or in after call work for the split or skill). 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 or later switches. •The database items used for the Queue/Agent Summary report are stored in the 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 Summary report exampleThe following figure provides an example of a Queue/Agent Summary report:
Real-Time Reports CentreVu® Supervisor Version 8 Reports Queue/Agent Summary Report3-56 Queue/Agent Summary report descriptionThe following table describes the report fields: Report Heading Description Database Item, Calculation, or Split/Skill The name or number of the splits/skills 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 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 splits/ skills queue or ringing at agent positions.DA_INQUEUE+DA_INRING % Within Service LevelThe percentage of split/skill ACD calls that were answered by an agent within the predetermined time.100*(ACCEPTABLE/ CALLSOFFERED) Secs. The size of each service level increment is measured in seconds. Each increment of seconds represents a progressively longer wait time segment during which calls may be answered or abandoned, and each increment can be a different length. These increments are defined in the Call Center Administration - Split/Skill Call Profile Setup window or VDN Call Profile Setup window.PERIOD1-9 Agents Staffed: The total number of agents that are logged into each split/skill.STAFFED Agents Avail: The current number of agents that are available to receive ACD calls in this split/skill.AVAILABLE
Real-Time Reports CentreVu® Supervisor Version 8 Reports Queue/Agent Summary Report3-57 Agents Ringing: The current number of agents that are available and have ACD calls (including direct agent calls) ringing at their voice terminal but have not yet answered. If the agent places a call or answers an extension call, the agent is shown in the AUX work state, rather than in the ringing state.AGINRING Agents on ACD Calls:The total number of agents that are connected to inbound and outbound ACD calls in each split/skill. This does not include direct agent calls.ONACD Agents in ACW: The number of agents who are in the after call work mode for each split/skill. This includes agents on ACW-IN/ACW-OUT calls and agents in ACW not associated with an ACD call.INACW Report Heading Description Database Item, Calculation, or
Real-Time Reports CentreVu® Supervisor Version 8 Reports Split/Skill Reports3-58 Split/Skill Reports .........................................................................................................................................................................................................................................................Overview PurposeFrom the Real-Time Split/Skill menu you can select Split Status (non- EAS) or Skill Status (EAS), Split/Skill Report, or Call Profile. Additionally, if you have the EAS feature, you can select Top Agent Status, Top Agent Report, and Skill AUX Report The Split Status report or Skill Status report shows the status of one split or one skill. If you have the EAS feature, your system displays the Skill Status report. If you do not have the EAS feature, your system displays the Split Status report. Organization of this sectionThis section contains the following topics: •General Information About Split/Skill Reports (3-59) •Split/Skill Report Selector Window and Input Fields (3-60) •Split/Skill Call Profile Report (3-62) •Real-Time Graphical Active Agents Report (3-65) •Real-Time Graphical Allocated Agents Report (3-69) •Split/Skill Graphical AUX Agents Report (3-73) •Split/Skill Graphical AUX Top Agents Report (3-76) •Split/Skill Graphical Call Profile Report (3-79) •Split/Skill Graphical EWT Report (3-83) •Split/Skill Graphical Queue Report (3-86) •Split/Skill Graphical Skill Overload Report (3-89) •Split/Skill Graphical Staffing Profile Report (3-91) •Split/Skill Graphical Status Report (3-95) •Split/Skill Graphical Top Skill Status Report (3-99) •Reserve1 AUX Agents Report (3-104) •Reserve2 AUX Agents Report (3-108) •Skill AUX Report (3-112) •Skill Status Report (3-114) •Skill Top Agent Report (3-120) •Split Status Report (3-125) •Split/Skill Report (3-130) •Split/Skill by Location Report (3-134) •Split/Skill Top Agent Status Report (3-136) •Split/Skill Agent Status by Location Report (3-140)
Real-Time Reports CentreVu® Supervisor Version 8 Reports General Information About Split/Skill Reports3-59 .........................................................................................................................................................................................................................................................General Information About Split/Skill Reports Organization of split/skill reportsThe following list shows how the Split/Skill reports are organized in CentreVu Supervisor: •Call Profile •Graphical Active Agents •Graphical Allocated Agents •Graphical AUX Agents Report •Graphical AUX Top Agents Report •Graphical Call Profile •Graphical EWT •Graphical Queue •Graphical Skill Overload •Graphical Staffing Profile •Graphical Status •Graphical Top Skill Status •Reserve1 AUX Agents •Reserve2 AUX Agents •Skill AUX •Skill Status •Skill Top Agent •Split Status •Split/Skill Report •Split/Skill by Location Report •Top Agent Status Report •Agent Status by Location Report
Real-Time Reports CentreVu® Supervisor Version 8 Reports Split/Skill Report Selector Window and Input Fields3-60 .........................................................................................................................................................................................................................................................Split/Skill Report Selector Window and Input Fields OverviewThe split/skill report selector window and the split/skill report input window are used to run the split/skill reports described in this section. Split/Skill report selector windowThe following figure is an example of the Split/Skill report selector window. The reports are explained in the same order as listed in the window: Split/skill report input fieldsThe reports in this section use the Split/Skill Reports Input Window. The following table describes the input fields on real-time Split/Skill report input windows. Not all reports use all fields; refer to information for the specific report you are running to determine what you want to view. For example, you may enter a skill or split/skill to run the report. All possible fields on this window are described here: Field Definition Skill:, Split:, Split/Skill:, or Splits/Skills:Fill in the Skill (or split) input 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. Multi-Location ID Select a location ID for which to run the report. The location ID is an ID number of 1 – 44 digits assigned to a DEFINITY port network location and the equipment assigned to that port location.