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Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

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    							   CentreVu® CMS R3V8 Upgrades and Migration
    ix
    What Queue/Agent reports contain  3-42
    Organization of Queue/Agent reports  3-42
    Queue/Agent Report Selector Window and Input Fields  3-43
    Queue/Agent report selector window  3-43
    Queue/Agent report input fields  3-44
    Queue/Top Agent Status Report  3-45
    Things to know about this report  3-45
    Queue/Top Agent Status report example  3-45
    Queue/Top Agent Status report description  3-46
    Queue/Agent Status Report  3-50
    Things to know about this report  3-50
    Queue/Agent Status report example  3-50
    Queue/Agent Status report description  3-51
    Queue/Agent Summary Report  3-55
    Things to know about this report  3-55
    Queue/Agent Summary report example  3-55
    Queue/Agent Summary report description  3-56
    Split/Skill Reports  3-58
    Overview  3-58
    Organization of this section  3-58
    General Information About Split/Skill Reports  3-59
    Organization of split/skill reports  3-59
    Split/Skill Report Selector Window and Input Fields  3-60
    Split/Skill report selector window  3-60
    Split/skill report input fields  3-60
    Split/Skill Call Profile Report  3-62
    Things to know about this report  3-62
    Split/Skill Call Profile report example  3-62
    Split/Skill Call Profile report description  3-63
    Real-Time Graphical Active Agents Report  3-65
    Things to know about this report  3-65
    Graphical Active Agents report example  3-66
    Graphical Active Agents report description  3-66
    Real-Time Graphical Allocated Agents Report  3-69
    Things to know about this report  3-69
    Graphical Allocated Agents report example  3-70
    Graphical Allocated Agents report description  3-71
    Split/Skill Graphical AUX Agents Report  3-73
    Things to know about this report  3-73
    Report formats  3-73
    Split/Skill Graphical AUX Agents report example  3-74
    Split/Skill Graphical AUX Agents report description  3-74
    Split/Skill Graphical AUX Top Agents Report  3-76 
    						
    							   CentreVu® CMS R3V8 Upgrades and Migration
    x
    Things to know about this report  3-76
    Split/Skill Graphical AUX Top Agents report example  3-77
    Split/Skill Graphical AUX Top Agents report description  3-77
    Split/Skill Graphical Call Profile Report  3-79
    Things to know about this report  3-79
    Split/Skill Graphical Call Profile report example  3-80
    Split/Skill Graphical Call Profile report description  3-80
    Split/Skill Graphical EWT Report  3-83
    Things to know about this report  3-83
    Split/Skill Graphical EWT report example  3-84
    Split/Skill Graphical EWT report description  3-84
    Split/Skill Graphical Queue Report  3-86
    Things to know about this report  3-86
    Split/Skill Graphical Queue report example  3-87
    Split/Skill Graphical Queue report description  3-87
    Split/Skill Graphical Skill Overload Report  3-89
    Things to know about this report  3-89
    Split/Skill Graphical Skill Overload report example  3-90
    Split/Skill Graphical Skill Overload report description  3-90
    Split/Skill Graphical Staffing Profile Report  3-91
    Things to know about this report  3-91
    Split/Skill Graphical Staffing Profile report example  3-92
    Split/Skill Graphical Staffing Profile report description   3-92
    Split/Skill Graphical Status Report  3-95
    Things to know about this report  3-95
    Split/Skill Graphical Status report example  3-96
    Split/Skill Graphical Status report description  3-96
    Split/Skill Graphical Top Skill Status Report  3-99
    Things to know about this report  3-99
    Split/Skill Graphical Top Skill Status report example  3-100
    Split/Skill Graphical Top Skill Status report description   3-101
    Reserve1 AUX Agents Report  3-104
    Things to know about this report  3-104
    Reserve1 AUX Agents report example  3-105
    Reserve1 AUX Agents report description  3-105
    Reserve2 AUX Agents Report  3-108
    Things to know about this report  3-108
    Reserve2 AUX Agents report example  3-109
    Reserve2 AUX Agents report description  3-109
    Skill AUX Report  3-112
    Things to know about this report  3-112
    Skill AUX report example  3-112
    Skill AUX report description  3-113
    Skill Status Report  3-114 
    						
    							   CentreVu® CMS R3V8 Upgrades and Migration
    xi
    Things to know about this reports  3-114
    Skill Status report example  3-116
    Skill Status report description  3-116
    Skill Top Agent Report  3-120
    Things to know about this report  3-120
    Skill Top Agent report example  3-120
    Skill Top Agent report description  3-121
    Split Status Report  3-125
    Things to know about this report  3-125
    Split Status report example  3-127
    Split Status report description  3-127
    Split/Skill Report  3-130
    Things to know about this report  3-130
    Split/Skill report example  3-131
    Split/Skill report description  3-131
    Split/Skill by Location Report  3-134
    Things to know about this report  3-134
    Split/Skill by Location report example  3-134
    Split/Skill by Location report description  3-135
    Split/Skill Top Agent Status Report  3-136
    Things to know about this report  3-136
    Split/Skill Top Agent Status report example  3-136
    Split/Skill Top Agent Status report description  3-137
    Split/Skill Agent Status by Location Report  3-140
    Things to know about this report  3-140
    Split/Skill Agent Status by Location report example  3-141
    Split/Skill Agent Status by Location report description  3-141
    Trunk Group Report  3-144
    Overview  3-144
    Organization of this section  3-144
    Trunk Group Report Selector Window and Input Fields  3-145
    Trunk Group report selector window  3-145
    Trunk Group report input fields  3-145
    Trunk Group Report  3-146
    Things to know about this report  3-146
    Trunk Group report example  3-146
    Trunk Group report description  3-146
    VDN Reports  3-148
    Overview  3-148
    Organization of this section  3-148
    General Information About VDN Reports  3-149
    Organization of VDN reports  3-149 
    						
    							   CentreVu® CMS R3V8 Upgrades and Migration
    xii
    VDN Report Selector Window and Input Fields  3-150
    VDN report selector window  3-150
    VDN report input fields  3-150
    VDN Call Profile Report  3-152
    Things to know about this report  3-152
    Prerequisite System Administration  3-152
    VDN Call Profile report example  3-153
    VDN Call Profile report description  3-153
    VDN Graphical Call Profile Report  3-156
    Things to know about this report  3-156
    VDN Graphical Call Profile report example  3-157
    VDN Graphical Call Profile report description  3-157
    VDN Skill Preference Report  3-159
    Things to know about this report  3-159
    VDN Skill Preference report example  3-159
    VDN Skill Preference report description  3-160
    VDN Report  3-161
    Things to know about this report  3-161
    VDN report example  3-161
    VDN report description  3-162
    Vector Report  3-164
    Overview  3-164
    Organization of this section  3-164
    Vector Selector Window and Input Fields  3-165
    Vector report selector window  3-165
    Vector report input fields  3-165
    Vector Report   3-166
    Things to know about this report  3-166
    Vector report example  3-166
    Vector report description  3-166
    Drill-Down Reports  3-168
    Overview  3-168
    Organization of this section  3-168
    General Information About Drill-Down Reports  3-169
    Drill-down report access  3-169
    Location ID as a report field  3-169
    Finding drill-down information  3-169
    Drill-Down report types  3-169
    Modifying drill-down reports  3-169
    Drill-Down Top Agent Work State Report  3-170
    Accessing the report  3-170
    Report contents  3-170 
    						
    							   CentreVu® CMS R3V8 Upgrades and Migration
    xiii
    Report use  3-170
    Database items  3-170
    Drill-down Top Agent Work State report example  3-171
    Drill-down Top Agent Work State report description  3-172
    Drill-Down Work State Report  3-174
    Accessing the report  3-174
    Report contents  3-174
    Report Use  3-174
    Database Items  3-174
    Drill-down Work State report example  3-175
    Drill-down Work State report description  3-176
    .........................................................................................................................................................................................................................................................
    4  Historical Reports 4-1
    Overview  4-1
    Introduction  4-1
    Organization of Historical Reports  4-1
    Presentation  4-1
    Diagram of historical reporting system  4-2
    Presentation of report information  4-3
    How long does CMS store data?   4-3
    Agent Reports  4-4
    Overview  4-4
    Organization  4-4
    General Information About Agent Reports  4-5
    What an Agent report contains  4-5
    Organization of Agent reports  4-5
    Agent Report selector window  4-6
    Agent Report Input Fields  4-7
    Agent report input fields  4-7
    Agent AUX Report   4-9
    Things to know about this report   4-9
    Agent AUX report example   4-9
    Agent AUX report description   4-10
    Agent Attendance Report  4-11
    Things to know about this report   4-11
    Agent Attendance report example   4-11
    Agent Attendance report description   4-12
    Agent Event Count Report   4-14
    Things to know about this report   4-14
    Agent Event Count report example   4-14
    Agent Event Count report description   4-15
    Agent Graphical Time Spent Daily Report   4-16 
    						
    							   CentreVu® CMS R3V8 Upgrades and Migration
    xiv
    Things to know about this report   4-16
    Agent Graphical Time Spent Daily report example   4-17
    Agent Graphical Time Spent Daily report description   4-17
    Agent Group Attendance Report   4-20
    Things to know about this report   4-20
    Agent Group Attendance report example   4-20
    Agent Group Attendance report description   4-21
    Agent Group AUX Report   4-23
    Things to know about this report   4-23
    Agent Group AUX report example   4-23
    Agent Group AUX report description   4-24
    Agent Group Summary Report   4-25
    Things to know about this report   4-25
    Agent Group Summary report example   4-25
    Agent Group Summary report description   4-26
    Agent Inbound/Outbound Report   4-29
    Things to know about this report   4-29
    Agent Inbound/Outbound report example   4-29
    Agent Inbound/Outbound report description   4-30
    Agent Login/Logout (Skill) Report   4-33
    Things to know about this report  4-33
    Agent Login/Logout (Skill) report example   4-34
    Agent Login/Logout (Skill) report description   4-34
    Agent Login/Logout (Split) Report   4-35
    Things to know about this report   4-35
    Agent Login/Logout (Split) report example   4-35
    Agent Login/Logout (Split) report description   4-36
    Agent Split/Skill Report   4-37
    Things to know about this report   4-37
    Agent Split/Skill report example   4-37
    Agent Split/Skill report description   4-38
    Agent Summary Report   4-40
    Things to know about this report   4-40
    Agent Summary report example   4-40
    Agent Summary report description   4-40
    Agent Trace by Location Report   4-44
    Things to know about this report   4-44
    Agent Trace by Location report example   4-44
    Agent Trace by Location report description  4-44
    Other Reports  4-47
    Overview  4-47
    Organization  4-47
    General Information About Other Reports  4-48 
    						
    							   CentreVu® CMS R3V8 Upgrades and Migration
    xv
    What an Other Report contains  4-48
    Organization of Other reports  4-48
    Other report selector window  4-48
    Call Records Report  4-49
    Things to know about this report   4-49
    Call Records report input fields  4-50
    Call Records report example   4-50
    Call Records report description  4-51
    Call Work Code Report  4-54
    Things to know about this report   4-54
    Prerequisite system administration  4-54
    Call Work Code report input fields  4-55
    Call Work Code report example   4-55
    Call Work Code report description  4-56
    Split/Skill Reports  4-57
    Overview  4-57
    Organization  4-57
    General Information About Split/Skill Reports  4-58
    What a Split/Skill Report contains  4-58
    Organization of Split/Skill reports  4-58
    Split/Skill report selector window  4-58
    Split/Skill Report Input Fields  4-59
    Split/Skill report input fields  4-59
    Split/Skill Call Profile Report  4-61
    Things to know about this report   4-61
    Split/Skill Call Profile report example   4-61
    Split/Skill Call Profile report description   4-62
    Split/Skill Graphical ASA Report  4-64
    Things to know about this report   4-64
    Split/Skill Graphical ASA report example   4-65
    Split/Skill Graphical ASA report description   4-65
    Split/Skill Graphical Average Positions Staffed Report  4-66
    Things to know about this report   4-66
    Split/Skill Graphical Average Positions Staffed report example   4-67
    Split/Skill Graphical Average Positions Staffed report description    4-67
    Split/Skill Graphical ASA Daily Report  4-68
    Things to know about this report   4-68
    Split/Skill Graphical ASA Daily report example   4-69
    Split/Skill Graphical ASA report description   4-69
    Split/Skill Graphical Call Profile Report  4-70
    Things to know about this report   4-70
    Split/Skill Graphical Call Profile report example   4-71
    Split/Skill Graphical Call Profile report description   4-71 
    						
    							   CentreVu® CMS R3V8 Upgrades and Migration
    xvi
    Split/Skill Graphical Multi-ACD Service Level Report  4-73
    Things to know about this report   4-73
    Split/Skill Graphical Multi-ACD Service Level report input window 4-73
    Split/Skill Graphical Multi-ACD Service Level report input fields  4-74
    Split/Skill Graphical Multi-ACD Service Level report example   4-75
    Split/Skill Graphical Multi-ACD Service Level report description   4-75
    Split/Skill Graphical Service Level Report  4-76
    Things to know about this report   4-76
    Split/Skill Graphical Service Level report example   4-76
    Split/Skill Graphical Service Level report description   4-77
    Split/Skill Graphical Skill Overload Report  4-78
    Things to know about this report  4-78
    Split/Skill Graphical Skill Overload report example  4-78
    Split/Skill Graphical Skill Overload report description  4-79
    Split/Skill Graphical Time Spent Report  4-80
    Things to know about this report   4-80
    Split/Skill Graphical Time Spent report example   4-81
    Split/Skill Graphical Skill Time Spent report description    4-81
    Split/Skill Outbound Report  4-83
    Things to know about this report   4-83
    Split/Skill Outbound report example   4-83
    Split/Skill Outbound Report Description   4-84
    Split/Skill Report  4-86
    Things to know about this report   4-86
    Split/Skill report example   4-86
    Split/Skill report description   4-87
    Split/Skill by Location Report  4-90
    Things to know about this report   4-90
    Split/Skill by Location report example   4-90
    Split/Skill report description   4-91
    Split/Skill Summary Report  4-95
    Things to know about this report   4-95
    Split/Skill Summary report example   4-96
    Split/Skill Summary report description   4-96
    System Reports  4-101
    Overview  4-101
    Organization  4-101
    General Information About System Reports  4-102
    What a System report contains  4-102
    Organization of System reports  4-102
    System Report selector window  4-102
    System Graphical Maximum Delay Report  4-103
    Things to know about this report   4-103 
    						
    							   CentreVu® CMS R3V8 Upgrades and Migration
    xvii
    Graphical Maximum Delay report input window  4-103
    System report input fields  4-104
    System Graphical Maximum Delay report example   4-105
    System Graphical Maximum Delay report description   4-105
    System Multi-ACD by Split/Skill Report  4-107
    Things to know about this report   4-107
    Multi-ACD by Split/Skill report input window  4-108
    Multi-ACD by Split/Skill report input fields  4-109
    System Multi-ACD by Split/Skill report example   4-110
    System Multi-ACD by Split/Skill report description   4-110
    System Multi-ACD Report  4-113
    Things to know about this report   4-113
    Multi-ACD report input window  4-113
    Multi-ACD report input fields  4-114
    System Multi-ACD report example   4-115
    System Multi-ACD report description   4-115
    System Report  4-118
    Things to know about this report   4-118
    System report input window  4-118
    System report input fields  4-119
    System report example   4-120
    System report description   4-120
    Trunk/Trunk Group Reports  4-124
    Overview  4-124
    Organization  4-124
    General Information About Trunk/Trunk Group Reports  4-125
    What a Trunk/Trunk Group report contains  4-125
    Organization of Trunk/Trunk Group reports  4-125
    Trunk/Trunk Group report selector window  4-125
    Trunk/Trunk Group Report Input Fields  4-126
    Trunk Group report input fields  4-126
    Trunk/Trunk Group Busy Hour Report   4-128
    Things to know about this report   4-128
    Trunk/Trunk Group Busy Hour report example   4-129
    Trunk/Trunk Group Busy Hour report description   4-129
    Trunk Report   4-131
    Things to know about this report   4-131
    Trunk report example   4-132
    Trunk report description   4-132
    Trunk Group Report   4-134
    Things to know about this report   4-134
    Trunk Group report example   4-135
    Trunk Group report description   4-135 
    						
    							   CentreVu® CMS R3V8 Upgrades and Migration
    xviii
    Trunk Group Summary Report   4-137
    Things to know about this report   4-137
    Trunk Group Summary report example   4-138
    Trunk Group Summary report description   4-138
    VDN Reports  4-141
    Overview  4-141
    Organization  4-141
    General Information About VDN Reports  4-142
    What a VDN Report contains  4-142
    Organization of VDN reports  4-142
    VDN report selector window   4-143
    VDN Report Input Fields  4-144
    VDN report input fields  4-144
    VDN Busy Hour Report   4-145
    Things to know about this report   4-145
    VDN Busy Hour report example   4-145
    VDN Busy Hour report description   4-146
    VDN Call Profile Report   4-147
    Things to know about this report   4-147
    Prerequisite system administration   4-147
    VDN Call Profile report example   4-148
    VDN Call Profile report description   4-148
    VDN Graphical Busy/Abandon/Disconnect Comparison Report  4-151
    Things to know about this report   4-151
    VDN Graphical Busy/Abandon/Disconnect 
    Comparison report example    4-152
    VDN Graphical Call Profile report description   4-153
    VDN Graphical Call Profile Report   4-154
    Things to know about this report   4-154
    VDN Graphical Call Profile report example   4-155
    VDN Graphical Call Profile report description   4-155
    VDN Graphical Service Level Report   4-158
    Things to know about this report   4-158
    VDN Graphical Service Level report example   4-159
    VDN Graphical Service Level report description  4-159
    VDN Multi-ACD Flow Report   4-161
    Things to know about this report   4-161
    VDN Multi-ACD Flow report example   4-161
    VDN Multi-ACD Flow report description   4-162
    VDN Report   4-164
    Things to know about this report   4-164
    VDN Report example   4-164
    VDN Report description   4-165 
    						
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