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Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

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    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical Call Profile Report3-81
    % Within Service 
    LevelThe percentage of split/skill ACD calls that were 
    answered by an agent within the predefined 
    service level. Calls offered to the split/skill 
    include calls that were abandoned and calls that 
    were not answered, but do not include direct 
    agent calls. Calls that were not answered may 
    include forced busy calls, forced disconnect 
    calls, calls redirected to another destination, and 
    calls queued to more than one split/skill and 
    answered in another split/skill.
    For the call vectoring feature, calls that were not 
    answered may include
    •Forced Busy calls
    •Forced disconnect calls
    •Calls redirected to another destination
    •Calls queued to more than one split/skill (Generic 
    3 only) and answered in another split/skill.
    100*(ACCEPTABLE/CALLS- 
    OFFERED)   
    
    % Outside Service 
    LevelPercentage of split/skill ACD calls that were not 
    answered by an agent within the predefined 
    acceptable service level. Calls to the split/skill 
    include abandoned calls, calls not answered, 
    and outbound ACD calls placed by an adjunct 
    (for example, Outbound predictive dialing - 
    Generic 3 switches with the ASAI feature). Calls 
    that were not answered may include forced busy 
    calls, forced disconnect calls, calls redirected to 
    another destination, and calls queued to more 
    than one split and answered in another split/
    skill. For Generic 3 switches, Percent Within 
    Service Level does not include direct agent 
    calls.< 
    Aban Calls The number of calls to the split/skill that were 
    abandoned within each increment. If calls are 
    queued to multiple splits/skills, only the first split/
    skill queued to records an abandon. This 
    includes outbound ACD calls placed by an 
    adjunct (also called outbound predictive dialing) 
    for the Generic 3 with ASAI only. It does not 
    include direct agent calls. ABNCALLS1-10 Report Heading Description Database Item, Calculation, 
    or  
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical Call Profile Report3-82
    ACD Calls This is the number of calls that were sent to the 
    split/skill that were answered by an agent within 
    each increment. This includes outbound ACD 
    calls placed by an adjunct (also called outbound 
    predictive dialing), for the Generic 3 with ASAI 
    only. For the Generic 3 switches it does not 
    include direct agent calls. ACDCALLS1  Report Heading Description Database Item, Calculation, 
    or  
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical EWT Report3-83
    .........................................................................................................................................................................................................................................................Split/Skill Graphical EWT Report
    OverviewThis report shows the current Expected Wait Time (EWT) for one or more 
    of the splits or skills you specify.
    Things to know about
    this reportHere are some things you need to know about this report:
    •This report is available only if you have a Generic 3 Version 4 or 
    later version switch with the EWT option.
    •You can access this report from the Real-Time Split/Skill Category 
    selector menu.
    •The vertical axis of the chart is labeled with the names or numbers 
    of the splits or skills selected for the report.
    •A legend appears to the right of the chart.
    •The database items used for the report are stored in the  csplit 
    table.
    •The chart type can be changed. See Chapter 2: Using Reports in 
    this document for more information.
    •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 EWT Report3-84
    Split/Skill Graphical EWT
    report exampleThe following figure provides an example of a Split/Skill Graphical EWT 
    report:
    Split/Skill Graphical EWT
    report descriptionThe following table describes the report fields:
    Report  Heading Description Database Item, Calculation, or 
    
    Skill  The name or number of the skill that is selected 
    for this report.syn(  SPLIT) 
    Top  This heading contains EWT for the split/skill at 
    top priority. EWT is the wait time for the call when 
    it is queued to the split/skill at the top priority. 
    EWT measures only the time it takes to deliver 
    the call to an agent. It does not include ringing 
    time. If 
    CentreVu CMS is connected to a switch 
    previous to the Generic 3 Version 4 or if vectoring 
    is not activated, the EWT headings and columns 
    are displayed, but the fields are blank. Exception 
    thresholds for EWT can be set from the 
    Exceptions command. EWTTOP 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical EWT Report3-85
    High  This heading contains EWT for the split/skill at 
    high priority. EWT is the wait time for the call 
    when it is queued to the split/skill at high priority. 
    EWT measures only the time it takes to deliver 
    the call to an agent. It does not include ringing 
    time. If 
    CentreVu CMS is connected to a switch 
    previous to the Generic 3 Version 4 or if vectoring 
    is not activated, the EWT headings and columns 
    are displayed, but the fields are blank. Exception 
    thresholds for EWT can be set from the 
    Exceptions command. EWTHIGH 
    Medium This heading contains EWT for the split/skill at 
    medium priority. EWT is the wait time for the call 
    when it is queued to the split/skill at medium 
    priority. EWT measures only the time it takes to 
    deliver the call to an agent. It does not include 
    ringing time. If 
    CentreVu CMS is connected to a 
    switch previous to the Generic 3 Version 4 or if 
    vectoring is not activated, the EWT headings and 
    columns are displayed, but the fields are blank. 
    Exception thresholds for EWT can be set from 
    the Exceptions command. EWTMEDIUM 
    Low  This heading contains EWT for the split/skill at 
    low priority. EWT is the wait time for the call when 
    it is queued to the split/skill at low priority. EWT 
    measures only the time it takes to deliver the call 
    to an agent. It does not include ringing time. If 
    CentreVu CMS is connected to a switch previous 
    to the Generic 3 Version 4 or if vectoring is not 
    activated, the EWT headings and columns are 
    displayed, but the fields are blank. Exception 
    thresholds for EWT can be set from the 
    Exceptions command. EWTLOW  Report  Heading Description Database Item, Calculation, or 
     
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical Queue Report3-86
    .........................................................................................................................................................................................................................................................Split/Skill Graphical Queue Report
    OverviewThis report shows the number of calls waiting in queue, the amount of 
    time that the oldest call has waited in queue, and trending for one or 
    more splits/skills.
    Things to know about
    this reportHere are some things you need to know about this report:
    •You can access this report from the Real-Time Split/Skill Category 
    selector menu.
    •You can use this report to view trends of calls waiting for several 
    splits/skills.
    •The chart type can be changed. See Chapter 2: Using Reports in 
    this document for more information.
    •This report has four graphs. The two graphs on the left side of the 
    report show the number of Calls Waiting (upper left quadrant) and 
    the Oldest Call Waiting (lower left quadrant). The two graphs on the 
    right side of the report show the trends for the last ten refresh 
    intervals for the same data items. The legend shows which line 
    corresponds to which split/skill.
    •Each bar graph has a horizontal bar, on the left quadrant of the 
    report, for each split/skill selected for the report. Each graphs x-axis 
    dynamically scales to the largest value of the items being reported. 
    The x-axis of the Calls Waiting bar graph displays the number of 
    calls (No. Calls) waiting in the split/skill queue. The x-axis of the 
    Oldest Call Waiting bar graph displays the number of seconds the 
    oldest call in the split/skill queue has waited.
    •The database items used for this report are stored in the  csplit 
    table.
    •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 Queue Report3-87
    Split/Skill Graphical
    Queue report exampleThe following figure provides an example of a Split/Skill Graphical Queue 
    report:
    Split/Skill Graphical
    Queue 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  
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical Queue Report3-88
    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 
    WaitingThe 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  Report Heading Description Database Item, Calculation, or 
     
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical Skill Overload Report3-89
    .........................................................................................................................................................................................................................................................Split/Skill Graphical Skill Overload Report
    OverviewThis report is only available for customers who have DEFINITY ECS R6 
    or later switches with Expert Agent Selection (EAS) and have purchased 
    CentreVu Advocate. It shows the skill state (normal, unknown, overload1, 
    overload 2) and trends for a selected skill.
    If 
    CentreVu Advocate is not activated, the fields of the report which 
    pertain to 
    CentreVu Advocate will not be populated.
    Things to know about
    this reportHere are some things you need to know about this report:
    •You can access this report from the Real-Time Split/Skill Category 
    selector menu.
    •The report caption displayed when the report is run reads “Skill 
    Overload: xxx” where xxx is the skill name string specified by the 
    Name Formats window of Tools/Options.
    •This report has two sections: a vertical bar chart and a rolling line 
    chart.
    •The vertical bar chart consists of:
    – A vertical bar for each skill input for the report, showing the 
    current skill state.
    – The y-axis of the report will display, from the bottom up, 
    “Normal,” “Overload1,” and “Overload2.”
    – The title: Skill Overload Report
    – By default, a legend displays. The legend will show the 
    synonym for every skill specified in the input, or the skill 
    number if no skill name has been defined.
    •The rolling line chart consists of:
    – When the report is started, only one data point (whether 
    unknown, normal, overload1 or overload2) is displayed for 
    each skill. With each refresh, the new status will be added to 
    the previous refresh. This continues for 20 refreshes, at which 
    time the oldest data will roll off the chart.
    – The x-axis of the chart displays a tick mark for each report 
    refresh.
    – The y-axis of the chart displays, from the bottom up, “Normal,” 
    “Overload1,” and “Overload2.”
    •The database items used for this report are stored in the  csplit 
    table.
    •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 Skill Overload Report3-90
    Split/Skill Graphical Skill
    Overload report exampleThe following figure is an example of a Graphical Skill Overload report:
    Split/Skill Graphical Skill
    Overload 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  
    						
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