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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 Staffing Profile Report3-91
    .........................................................................................................................................................................................................................................................Split/Skill Graphical Staffing Profile Report
    OverviewThis report is available only for customers who have DEFINITY ECS R6 
    or later switches with EAS and have purchased 
    CentreVu Advocate. It 
    shows how many of what type of agents are staffing a specified skill as 
    Active, in Other, or in AUX.
    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.
    •Call center supervisors can use this report to see how many agents 
    are active, in Other or in auxiliary work (AUX). This report will also 
    show the supervisor what type of agents are in those fields.
    •This report has four charts.
    •The charts contain the following information:
    – The upper left quadrant chart shows Top agents staffed, active, 
    in AUX, and in Other for the specified skill.
    – The upper right quadrant chart shows Flex agents staffed, 
    active, in AUX, and in Other for the specified skill.
    – The lower right quadrant chart shows Reserve2 agents staffed, 
    active, in AUX, and in Other for the specified skill.
    – The lower left quadrant chart shows Reserve1 agents staffed, 
    active, in AUX, and in Other for the specified skill.
    •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.
    •You may change the report in Report Designer to display information 
    on agents who are available (AVAIL). 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical Staffing Profile Report3-92
    Split/Skill Graphical
    Staffing Profile report
    exampleThe following figure is an example of a Graphical Staffing Profile report:
    Split/Skill Graphical
    Staffing Profile 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 Staffing Profile Report3-93
    Top Agents 
    (AUX)The number of top agents logged into the skill 
    who are in the AUX work mode. This includes 
    agents on AUXIN/AUXOUT calls. Available on 
    Generic 3 switches with the EAS feature for top 
    skills. However, “top” database items are only 
    significant for Generic 3 switches and the ECS 
    with EAS. TINAUX includes TINAUX0, TINAUX1-
    9, TONACDAUXOUT, TONAUXIN, and 
    TONAUXOUT. TINAUX 
    Top Agents 
    (Other)The number of top agents that are doing other 
    work. Agents are logged into multiple skills and 
    doing work for a skill other than this one (on an 
    ACD call or in after call work [ACW], or ACD calls 
    ringing). For Generic 3, while in Auto-in or 
    Manual-in mode; the agent put any call on hold 
    and has 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; an extension call or a direct 
    agent ACD call is ringing with no other activity. 
    For Generic 3 EAS with multiple call handling, 
    agents are available for other, multiple call 
    handling skills. Agent POSITIONS will show up in 
    TOTHER 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. Available with Generic 3 
    switches with the EAS feature. However, “top” 
    database items are only significant for Generic 3 
    switches and the ECS with EAS. TOTHER 
    includes TDA_INACW and TDA_ONACD. TOTHER 
    Top Agents 
    (Active)The number of top agents logged into the skill, 
    who are on inbound and outbound ACD calls, 
    plus the number of top agents who are in ACW 
    for ACD calls, plus the number of top agents who 
    have ACD calls ringing and are not doing 
    anything else.   TONACD + TINACW + 
    TA G I N R I N G
    Flex Agents 
    (AUX)The number of flex agents in AUX. Requires 
    DEFINITY ECS R6 or later with CentreVu 
    Advocate.  FINAUX  Report Heading Description Database Item, Calculation, or 
     
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical Staffing Profile Report3-94
    Flex Agents 
    (Other) The number of flex agents in the OTHER state. 
    Requires 
    DEFINITY ECS R6 or later with 
    CentreVu Advocate.  FOTHER 
    Flex Agents 
    (Active)The number of flex agents on ACD calls, plus the 
    number of flex agents in ACW, plus the number 
    of flex agents with this skill that have an ACD call 
    ringing.    FONACD + FINACW + 
    FA G IN R IN G
    Reserve1 
    Agents (AUX)The number of reserve1 agents in AUX. Requires 
    DEFINITY ECS R6 or later with CentreVu 
    Advocate.  R1INAUX 
    Reserve1 
    Agents (Other) The number of reserve 1 agents in the OTHER 
    state. Requires 
    DEFINITY ECS R6 or later with 
    CentreVu Advocate. R1OTHER 
    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
    Reserve2 
    Agents (AUX)The number of reserve2 agents in AUX. Requires 
    DEFINITY ECS R6 or later with CentreVu 
    Advocate.  R2INAUX 
    Reserve2 
    Agents (Other) The number of reserve2 agents in the OTHER 
    state. Requires 
    DEFINITY ECS R6 or later with 
    CentreVu Advocate. R2OTHER 
    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 Report Heading Description Database Item, Calculation, or 
     
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical Status Report3-95
    .........................................................................................................................................................................................................................................................Split/Skill Graphical Status Report
    OverviewThis report shows the status of the agent, the amount of time in an agent 
    state, and the split/skill statistics for individual agents.
    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.
    •From this report, you can drill down to the Real-Time or Integrated 
    Agent Information, Work State, and Graphical AUX Agent (for 
    DEFINITY ECS with EAS) reports.
    •The chart type can be changed. See Chapter 2: Using Reports in 
    this document for more information.
    •The database items used for the report are stored in the  csplit, 
    hsplit, and cagent tables.
    •This report is available in both graphical and tabular formats.
    •The table on the left side of the report lists the staffed (logged in) 
    agents in the split/skill you specify, the state (workmode) each agent 
    is currently in, the amount of time the agent has been in the current 
    state, and the split/skill that the agent is in currently. If the Split/Skill 
    column is empty, the agent is not currently on a call. The split/skill 
    selected for the report is displayed above the table.
    •By default, agent names are sorted alphabetically. If there are more 
    staffed agents than can be displayed, a scroll bar appears on the 
    right side of the table. To the left of each agent name (or login id, if 
    names are not assigned) is an icon representing the agents state.
    •The three-dimensional pie chart in the upper-right quadrant shows 
    the number of agents in each agent state (Avail, ACD, AUX, ACW, 
    Ring, Other) for the selected split/skill. The number of agents in 
    each agent state is displayed on the corresponding piece of pie. A 
    legend is displayed to the right of the chart.
    •The fields in the lower-right quadrant of the report display real-time 
    split/skill 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 Status Report3-96
    Split/Skill Graphical
    Status report exampleThe following figure provides an example of a Split/Skill Graphical Status 
    report:
    Split/Skill Graphical
    Status report descriptionThe following table describes the report fields:
    Report 
    HeadingDescription Database Item, Calculation, or 
    
    Split/Skill: The name or number of the split(s)/skill(s) selected 
    for this report. syn(SPLIT) 
    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)
    Agents 
    Staffed:The total number of agents that are logged into 
    each split/skill. STAFFED 
    Skill State Current state of this skill, compared to the 
    administered thresholds. Requires ECS R6 or later 
    with 
    CentreVu Advocate. syn(  SKSTATE)  
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical Status Report3-97
    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)
    State  The current work mode (state) 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) 
    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 
    Split/Skill The split associated with the call or the ACW state 
    when an agent is either on a split or direct agent 
    ACD call, or in the ACW state. If an agent puts an 
    ACD call on hold and makes an AUX call, this is the 
    split of the ACD call on hold. For AUXIN calls and 
    AUXOUT calls made without an ACD call on hold, 
    this is the split the agent has been logged into the 
    longest. When the agent is available, all of the splits 
    the agent is available in are listed.WORKSPLIT, WORKSPLIT2...4 
    (Generic 3 Version 2 and later 
    Generic 3 switches only)
    % Within 
    Service Level:The percentage of split/skill ACD calls that were 
    answered by an agent within the predefined time. 
    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.100*(  ACCEPTABLE/  
    CALLSOFFERED)  
    
    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 
    switches. INQUEUE+ INRING Report 
    HeadingDescription Database Item, Calculation, or 
     
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical Status Report3-98
    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 
    Avg Speed 
    Ans:The average time calls waited in queue or ringing 
    before an agent answered. This does not include 
    direct agent calls, but it does include outbound ACD 
    calls placed by an adjunct (also called outbound 
    predictive dialing) for the Generic 3 with ASAI only. ANSTIME /  ACDCALLS 
    
    ACD  Calls: The ACD calls that were queued to the split/skill and 
    answered by an agent. This does not include direct 
    agent calls, but it does include ACD calls placed by 
    an adjunct (also called outbound predictive dialing) 
    for the Generic 3 with ASAI only. ACDCALLS 
    Avg ACD 
    Time:The average talk time (does not include hold time) 
    is calculated for all ACD calls to this split/skill. This 
    does not include direct agent calls, but it does 
    include talk time of all outbound ACD calls placed 
    by an adjunct (also called outbound predictive 
    dialing) for the Generic 3 with ASAI only. ACDTIME /  ACDCALLS
     
    Aban Calls: The total number of queued calls for each split/skill 
    that were abandoned before an agent answered. 
    This includes calls that are ringing at a voice 
    terminal but does not include direct agent calls. It 
    also includes the number of outbound calls for each 
    split/skill that abandoned at the far end before an 
    agent answered (for the Generic 3 with the ASAI 
    feature only). ABNCALLS 
    Avg Aban 
    Time:The average time calls waited before hanging up.  ABNTIME /  ABNCALLS 
    < AVG_ABANDON_TIME>  Report 
    HeadingDescription Database Item, Calculation, or 
     
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical Top Skill Status Report3-99
    .........................................................................................................................................................................................................................................................Split/Skill Graphical Top Skill Status Report
    OverviewThis report, available only with EAS, contains a table of top agents and 
    their work state, a pie chart showing the composite top agent status, and 
    a pie chart showing the composite reason codes for top agents who are 
    in AUX.
    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 table on the left bottom half of the report contains a row for each 
    staffed agent for whom this skill is their top skill. The row shows an 
    icon representing agent state, the agent names as defined in the 
    Dictionary, the agent state for this skill, time in current state, and a 
    reason code (as defined in the Dictionary) for the AUX work state. 
    The Reason column is blank except for those agents who are in 
    AUX work. This table also contains the skill in which the agent is 
    active. This field is blank if the agent is in AVAIL, AUX, or OTHER 
    work modes.
    •Call center supervisors can use this report for skill level distribution 
    and to keep agents on ACD calls. In addition, this report shows what 
    is happening with agents who are taking calls for this skill. This 
    report is available for Generic 3 switch with EAS.
    •From this report, you can drill down to the Real-Time and Integrated 
    Agent Information, Top Agents Work State, and Graphical Top AUX 
    Agent reports.
    •Even though a skill may be staffed by many agents, it is likely that 
    only those for whom this is their top skill will be available to answer 
    calls to this skill.
    •The database items used for the 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.
    The two dimensional pie chart contains data only for the 
    DEFINITY ECS 
    with EAS. The two dimensional pie chart contains the following 
    information:  
    •The composite status of top agents for the skill who are in AUX for 
    each reason code.
    •A legend displays the synonyms for reason codes that have been 
    defined in the Dictionary. The legend is sorted in ascending order by 
    reason code number, with the customer- defined synonym for 
    reason code 0 at the bottom. 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical Top Skill Status Report3-100
    The three-dimensional pie chart contains the following information:
    •The composite status of top agents for the skill in each of the work 
    states.
    •A legend in which a different color corresponds to each of the work 
    states.
    •Above the chart is the Top Agents in AUX heading.
    Split/Skill Graphical Top
    Skill Status report
    exampleThe following figure provides an example of the Split/Skill Graphical Top 
    Skill Status report: 
    						
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