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Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

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    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Real-Time Graphical Allocated Agents Report3-71
    Graphical Allocated
    Agents report
    descriptionThe following table describes the report fields:
    Report  Heading Description Database Item, Calculation, or 
    
    Skill:  The name or number of the split/skill selected for 
    this report. syn(SPLIT) 
    Skill State The current state of the skill, compared to the 
    administered thresholds. Requires 
    DEFINITY 
    ECS R6 or later with 
    CentreVu Advocate. syn(SKSTATE)  
    Total Agents 
    Active: The current number of POSITIONS that are on 
    inbound and outbound ACD calls; plus the 
    current number of POSITIONS that are in after 
    call work (ACW), including agents on ACWIN/
    ACWOUT calls as well as agents in ACW not 
    associated with an ACD call; plus the current 
    number of POSITIONS at which skill or direct 
    agent calls are ringing.    ONACD + INACW + AGRING
    Full Time 
    Equivalent Agents 
    Staffed:  
    CentreVu Advocate full-time equivalent number 
    of agents staffed for this skill. Full Time 
    Equivalent Agents Staffed = TOT_PERCENTS / 
    100. FTE_AGENTS
    Standard Agents 
    (active) The current number of POSITIONS that are on 
    inbound and outbound ACD calls; plus the 
    current number of POSITIONS that are in ACW, 
    including agents on ACWIN/ACWOUT calls as 
    well as agents in ACW not associated with an 
    ACD call. This also includes the current number 
    of POSITIONS at which skill or direct agent calls 
    are ringing, minus the reserve1 agents (active); 
    or the number of reserve1 agents on ACD calls, 
    plus the number of reserve1 agents in ACW, plus 
    the number of reserve1 agents with this skill that 
    have an ACD call ringing. This field is minus the 
    reserve2 agents (active); or the number of 
    reserve2 agents on ACD calls, plus the number 
    of reserve2 agents in ACW, plus the number of 
    reserve2 agents with this skill that have an ACD 
    call ringing.  (ONACD + INACW + 
    AGINRING) - (R1ONACD + 
    R1INACW + R1AGINRING) - 
    (R2ONACD + R2INACW + 
    R2AGINRING)  
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Real-Time Graphical Allocated Agents Report3-72
    Standard Agents 
    (staffed) The current number of POSITIONS that are 
    staffed (logged in), minus the number of agents 
    staffing this skill as reserve1, minus the number 
    of agents staffing this skill as reserve2. STAFFED - R1STAFFED - 
    R2STAFFED 
    Reserve1 Agents 
    (active) The number of reserve1 agents on ACD calls, 
    plus the number of reserve1 agents in ACW, plus 
    the number of reserve1 agents with this skill that 
    have an ACD call ringing. (R1ONACD + R1INACW + 
    R1AGINRING)  
    Reserve1 Agents 
    Staffed: The number of agents staffing this skill as 
    reserve1. Requires 
    DEFINITY ECS R6 or later 
    with 
    CentreVu Advocate.  R1STAFFED 
    Reserve2 Agents 
    (active) The number of reserve2 agents on ACD calls, 
    plus the number of reserve2 agents in ACW, plus 
    the number of reserve2 agents with this skill that 
    have an ACD call ringing. (R2ONACD + R2INACW + 
    R2AGINRING)  
    Reserve2 Agents 
    Staffed: The number of agents staffing this skill as 
    reserve2. Requires 
    DEFINITY ECS R6 or later 
    with 
    CentreVu Advocate.  R2STAFFED   Report  Heading Description Database Item, Calculation, or 
     
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical AUX Agents Report3-73
    .........................................................................................................................................................................................................................................................Split/Skill Graphical AUX Agents Report
    This report, which is available only with the DEFINITY ECS release, 
    shows all agents with this skill who are in AUX, the reason, and the time 
    in AUX.
    Things to know about
    this reportHere are some things to know about this report:
    You can access this report in the following ways:
    •From the Real-Time Split/Skill Category selector menu.
    •By drilling down from the AUX work state fields on other reports to 
    this report (only available with 
    DEFINITY ECS). All other switch/EAS 
    configuration drills down to the Work State Report.
    Report formatsThis report shows the following two-dimensional pie chart information for 
    the number of agents in AUX for each reason code for that skill:
    •The pie charts legend shows the synonym for each reason code 
    and its corresponding color of the pie.
    •The legend is sorted in ascending order by the reason code number, 
    with the customer-defined synonym for reason code 0 at the bottom.
    •The number of agents are shown inside each slice of the pie.
    This report includes the following table information: 
    •A row for each agent currently in the AUX work state for that skill.
    •The agents name, login ID, reason code, and the time in AUX since 
    the agent entered AUX for that reason code.
    •You can specify how you want to sort the agents name, login ID, 
    reason code, and time.
    •You can use the scroll bar to see additional agents who are in the 
    AUX state.
    •Call center supervisors can use this report to see which staffed 
    agents are unavailable to take calls, and for what reason. The 
    supervisor can also see how long each agent has been unavailable 
    for each of the reason codes. This will help show the supervisor who 
    can be pulled to answer calls if call volumes increase, and will also 
    help to identify agents who are taking too long for breaks, lunch, etc.
    •From this report, you can drill-down to the Agent Information report 
    from the Agent Name field.
    •The chart type can be changed. See Chapter 2: Using Reports in 
    this document for more information.
    •The database items used for the Split/Skill Graphical AUX Agents 
    Report are stored in the csplit and cagent tables.
    •This report uses the Split/Skill Report Input Window. Select a skill 
    that you want to view on the report. See 
    Split/skill report input 
    fields (3-60) for more information. 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical AUX Agents Report3-74
    This report shows the following two-dimensional pie chart information for 
    the number of agents in AUX for each reason code for that skill:
    •The pie charts legend shows the synonym for each reason code 
    and its corresponding color of the pie.
    •The legend is sorted in ascending order by the reason code, with the 
    customer-defined synonym for reason code 0 at the bottom.
    •The number of agents are shown inside each slice of the pie.
    Split/Skill Graphical AUX
    Agents report exampleThe following figure provides an example of a Split/Skill Graphical AUX 
    Agents report:
    Split/Skill Graphical AUX
    Agents report
    descriptionThe following table describes the report fields:
    Report Heading Description Database Item, Calculation, 
    or 
    Skill:  The name or number of the skill (up to 20 
    characters) that is selected for this report.syn(  SPLIT)  
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical AUX Agents Report3-75
    Agents in AUX: The current number of agent positions that are in 
    AUX mode for this skill or on AUX-IN/AUX- OUT 
    calls. INAUX
    Reason Code 0 The current number of positions that are in auxiliary 
    work with reason code zero (0) for this skill or on 
    AUXIN/AUXOUT calls. Reason code 0 is for 
    system AUX work when reason codes are active ( 
    DEFINITY ECS with EAS and later). INAUX0 
    Reason Code 
    1-9The current number of positions that are in auxiliary 
    work with each of the reason codes 1-9 for this skill 
    or on AUXIN/AUXOUT calls.
     (
    DEFINITY ECS and later). INAUX1-9 
    Agent Name The names (or agent IDs if the names have not 
    been assigned in Dictionary) of the agents assigned 
    to this split/skill and logged in.syn(LOGID)
    Login ID The login identification of the agent.  LOGID
    Location ID The location ID(s) associated with the agent. This ID 
    is not associated with the agent personally, but 
    rather with the terminal the agent is logged into. It is 
    also associated with a port network location ID on 
    DEFINITY. If the Agent Site Tracking feature is not 
    available on your system, the field will not display 
    meaningful data. LOC_ID
    AUX Reason For the 
    DEFINITY ECS, this is the reason 
    associated with the auxiliary work state (on a break, 
    in a meeting, and so on) of this agent. This field is 
    blank if the agent is not in the AUX work state.syn(AUXREASON)
    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  Report Heading Description Database Item, Calculation, 
    or  
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical AUX Top Agents Report3-76
    .........................................................................................................................................................................................................................................................Split/Skill Graphical AUX Top Agents Report
    OverviewThis report, which is available only with the DEFINITY ECS release, 
    shows top agents with this skill who are in AUX, the reason, and the time 
    in AUX.
    Things to know about
    this reportHere are some things to know about this report:
    •Call center supervisors can use this report to see which top agents 
    are unavailable to take calls, and for what reason. The supervisor 
    will also be able to see how long each top agent has been 
    unavailable for each of the reason codes. This will help the 
    supervisor figure out who could be pulled in to answer calls if call 
    volumes increase, and will also help to identify top agents who are 
    taking too long for breaks, lunch, etc.
    •Top agents are agents for whom this measured skill is their highest 
    priority. The skill level 1 is the highest priority and 16 is the lowest.
    •The chart type can be changed. See Chapter 2: Using Reports in 
    this document for more information.
    •The database items used for the Split/Skill Graphical AUX Top 
    Agents Report are stored in the csplit and cagent tables.
    •This report uses the Split/Skill Report Input Window. Select a skill 
    that you want to view on the report. See 
    Split/skill report input 
    fields (3-60)  for more information.
    You can access this report in the following ways:
    •From the Real-Time Split/Skill Category selector menu
    •By drilling down from the AUX or Top Agent AUX (csplit.TINAUX) 
    work states on other top agent reports to this top agent report. This 
    occurs only with 
    DEFINITY ECS with EAS; otherwise, you drill down 
    to the Work State report.
    This report includes the following table information:
    •A row for each top agent that is currently in the AUX work state for 
    that skill.
    •The top agents name, login ID, reason code, and the time in AUX 
    since the agent entered AUX for that reason code.
    •You can specify how you want to sort the agents name, login ID, 
    reason code, and time.
    •You can use the scroll bar to see additional top agents that are in the 
    AUX state.
    This report shows the following 2-D pie chart information for the number 
    of agents in AUX for each reason code for that skill:
    •The pie charts legend shows the synonym for each reason code 
    and its corresponding color of the pie. 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical AUX Top Agents Report3-77
    •The number of agents are shown inside each slice of the pie.
    •The legend is sorted in ascending order by reason code number, 
    with the customer-defined synonym for reason code 0 at the bottom.
    Split/Skill Graphical AUX
    Top Agents report
    exampleThe following figure provides an example of a Split/Skill Graphical AUX 
    Top Agents report:
    Split/Skill Graphical AUX
    Top Agents report
    descriptionThe following table describes the report fields:
    Report Heading Description Database Item, Calculation, or 
    
    Skill:  The name or number of the skill (up to 20 
    characters) that is selected for this report.syn(  SPLIT)  
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical AUX Top Agents Report3-78
    Top Agents in 
    AUX:The number of top agents logged into the skill 
    who are in the AUX work mode. This includes 
    agents on AUXIN/AUXOUT calls. INAUX
    Reason Code 0 The current number of positions that are in 
    auxiliary work with reason code zero (0) for this 
    skill or on AUXIN/AUXOUT calls. Reason code 
    0 is for system AUX work when reason codes 
    are active ( 
    DEFINITY ECS with EAS and later). NAUX0 
    Reason Code 1-9 The current number of positions that are in 
    auxiliary work with each of the reason codes 1-9 
    for this skill or on AUXIN/AUXOUT calls ( 
    DEFINITY ECS and later). INAUX1-9 
    Agent Name The names (or agent IDs if the names have not 
    been assigned in Dictionary) of the agents 
    assigned to this skill and logged in.syn(LOGID)
    Login ID The login identification of the agent.  LOGID
    Location ID The location ID(s) associated with the agent. 
    This ID is not associated with the agent 
    personally, but rather with the terminal the agent 
    is logged into. It is also associated with a port 
    network location ID on 
    DEFINITY. If the Agent 
    Site Tracking feature is not available on your 
    system, the field will not display meaningful data. LOC_ID
    AUX Reason For the 
    DEFINITY ECS, this is the reason code 
    associated with the auxiliary work state (on a 
    break, in a meeting, and so on) of this agent. 
    This field is blank if the agent is not in the AUX 
    state.syn(AUXREASON)
    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  Report  Heading Description Database Item, Calculation, or 
     
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical Call Profile Report3-79
    .........................................................................................................................................................................................................................................................Split/Skill Graphical Call Profile Report
    OverviewThis report shows how well the split or skill you specify is performing 
    compared to your call centers predefined acceptable service level.
    Things to know about
    this reportHere are some things to know about this report:
    •You can access this report from the Real-Time Split/Skill Category 
    selector menu.
    •The split/skill selected for the report and the predefined acceptable 
    service level are displayed above the top graph. Legends appear to 
    the right of each chart.
    •On the bottom graph, the horizontal axis represents the service 
    interval in seconds, and the vertical axis represents the number of 
    ACD calls answered/abandoned within the acceptable service level.
    •The number displayed for each service interval is the upper limit of 
    the interval. For example, if the first two intervals are 3 and 5, the 
    first data point on the graph indicates the number of calls answered/ 
    abandoned within 0-3 seconds, and the second data point indicates 
    the number of calls answered/abandoned within 4-5 seconds.
    •The chart type can be changed. See Chapter 2: Using Reports in 
    this document for more information.
    •The database items used for this report are stored in the   
    csplittable.
    •This report uses the Split/Skill Report Input Window. Select a skill 
    that you want to view on the report. See 
    Split/skill report input 
    fields (3-60) for more information.
    This report has two charts:
    •The top chart, a three-dimensional pie chart, shows the percentage 
    of ACD calls answered within the predefined Acceptable Service 
    Level and the percentage of ACD calls answered outside this level.
    •The bottom chart, a stacked area graph, shows the number of ACD 
    calls answered and abandoned within each service interval. 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical Call Profile Report3-80
    Split/Skill Graphical Call
    Profile report exampleThe following figure provides an example of a Split/Skill Graphical Call 
    Profile report:
    Split/Skill Graphical Call
    Profile report descriptionThe following table describes the report fields:
    Report Heading Description Database Item, Calculation, 
    or 
    Split/Skill:  The name or number of the split/skill selected 
    for this report.syn(  SPLIT) 
    Secs:  The size of each 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. PERIOD1-9 
    						
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