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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 Top Skill Status Report3-101
    Split/Skill Graphical Top
    Skill Status 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) 
    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 
    Top Agents 
    Staffed:The current number of top agents that are staffed 
    in this skill. TSTAFFED 
    Flex Agents 
    StaffedNumber of agents who are staffing the skill, but 
    are neither top or reserve agents. Requires ECS 
    R6 or later with 
    CentreVu Advocate. This field will 
    contain backup agents if the 
    CentreVu Advocate 
    feature is not used, since the database item 
    consists of agents whose role in the skill is backup 
    (applicable regardless of whether 
    CentreVu 
    Advocate is administered), allocation, or roving.  
    FSTAFFED
    Reserve1 
    Agents StaffedNumber of agents staffing this skill as reserve1. 
    Requires ECS R6 or later with 
    CentreVu 
    Advocate. R1STAFFED
    Reserve2 
    Agents StaffedNumber of agents staffing this skill as reserve2. 
    Requires ECS R6 or later with 
    CentreVu 
    Advocate. R2STAFFED
    AVAIL  The current number of agents that are available to 
    receive ACD calls in this split/skill. AVAILABLE 
    ACD  The total time during the collection interval that the 
    agent was talking on ACD calls for the Split. sum()
    ACW  The total time during the collection interval that the 
    agent was in after call work (ACW). This includes 
    ACW for split/skill ACD Calls and ACW not 
    associated with the call. sum()
    AUX  The total time during the collection interval that the 
    agent was in the AUX work state in all splits/skills 
    or in AUXINCALLS or AUXOUTCALLS. sum(TI_AUXTIME) 
    						
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    Split/Skill Graphical Top Skill Status Report3-102
    RINGING The time during the collection interval that the 
    agent had split/skill and direct agent ACD calls 
    ringing. sum(I_RINGTIME)
    OTHER  The time during the collection interval that the 
    agent was doing other work in all split/skills. For 
    Generic 3 switches, while in Auto-in or Man-in: the 
    agent put any call on hold and performed no 
    further action, the agent dialed to place a call or to 
    activate a feature, or an extension call rang with 
    no other activity. For all switches, TI_OTHERTIME 
    is collected for the time period after the line to the 
    switch comes up or after the agent logs in and 
    before the CMS receives notification of the agents 
    state from the switch.  The TI_ time is only stored 
    for the split/skill logged into the longest. TI_ time 
    needs to be summed across the split/skills the 
    agents may log into, in case the logon order 
    changes during the collection interval. sum(TI_OTHERTIME)
    Agent Name The names (or agent IDs if the names have not 
    been assigned in the Dictionary) of the top agents 
    assigned to this skill and logged in.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 
    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)
    Skill  The name or number of the skill (up to 20 
    characters) that is selected for this report. syn(SPLIT)  Report  Heading Description Database Item, Calculation, or 
     
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical Top Skill Status Report3-103
    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.syn(WORKSKLEVEL)
    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). TINAUX1-9  Report  Heading Description Database Item, Calculation, or 
     
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Reserve1 AUX Agents Report3-104
    .........................................................................................................................................................................................................................................................Reserve1 AUX Agents Report
    OverviewThis report, which is available only for customers who have DEFINITY 
    ECS R6 or later switches with EAS and have purchased 
    CentreVu 
    Advocate, displays the Reserve1 agents who are in AUX and the time in 
    AUX, for a specified skill. When this report is accessed from the report 
    menu, it displays as the Reserve1 AUX Agents Report. When it is 
    accessed by drilling down from the AUX work state or Agent Location ID, 
    it displays as the Reserve1 AUX Work State Report.  
    When accessed as a drill-down report, this report will only contain 
    Location ID if the report you drill-down from uses Location ID as an input.
    Things to know about
    this reportHere are some things you need to know about this report:
    •You can access this report the following ways:
    – From the Real-Time Split/Skill Category selector menu
    – By drilling down to this report from the AUX work state of 
    Reserve1 agents, or R1INAUX.
    •Call center managers can use this report to see the Reserve1 
    agents in each AUX work state, for a specified skill. For each agent, 
    the manager will also be able to see information such as the length 
    of time in the AUX work state.
    •This report consists of a table and two data fields. The report table 
    contains a row for each agent who is in the specified state for the 
    specified skill.
    •The report caption will read “Reserve1 AUX Work State Report—
    xxx,” where xxx is the skill name string specified by the user.
    •The database items used for the report are stored in the  csplit 
    and cagent table.
    •This report uses the Agent Information Input window. Select an 
    agent that you want to view on the report. See 
    Agent Report Input 
    Windows (3-6). 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Reserve1 AUX Agents Report3-105
    Reserve1 AUX Agents
    report exampleThe following figure provides an example of the Reserve1 AUX Agents 
    report:
    Reserve1 AUX Agents
    report descriptionThe following table describes the report fields:
    Field Definition Database Item, Calculation, or 
    
    Skill The name or number of the skill (up to 20 
    characters) that is selected for this report.syn(SPLIT)
    Reserve1 
    Agents in AUXThe number of reserve1 agents in AUX. Requires 
    DEFINITY ECS R6 or later with CentreVu 
    Advocate.R1INAUX
    Agent Name The name of the agent. syn(LOGID) 
    Login ID  The Login ID that was used to staff the 
    EXTENSION. Agents in multiple splits/skills have 
    one LOGID. LOGID 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Reserve1 AUX Agents Report3-106
    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
    Role Agents service role for this SPLIT, as defined in 
    the Dictionary. Requires 
    DEFINITY ECS R6 or 
    later with 
    CentreVu Advocate. syn(ROLE) 
    Active Split/Skill  Use WORKSKILL for the following call 
    conditions:
    •When an agent is on a skill or direct agent ACD 
    call or in ACW (this is the skill associated with the 
    call or ACW).
    •When an agent is available, in AUX or in OTHER 
    (this is null [blank]).  
    •When an agent is on an AUXIN/AUXOUT call (this 
    is OLDEST_LOGON skill).
    •When an agent is on an AUXIN/AUXOUT call 
    from the available state, while in AUX or with an 
    AUXIN/AUXOUT call on hold (this is 
    OLDEST_LOGON skill).
    •When an agent is on an AUXOUT call with an 
    ACD call on hold (this is the skill associated with 
    the ACD call).
    Note that WORKSKILL differs from WORKSPLIT 
    only in the case that the agent is available. In this 
    case, WORKSKILL will be blank and 
    WORKSPLIT will contain one of the skills in 
    which the agent is available. For releases with 
    the EAS feature active, it is recommended to use 
    WORKSKILL instead of WORKSPLIT in reports.
    Requires a Generic 3 Version 2 or later switch 
    with the EAS feature.syn(WORKSKILL) Field Definition Database Item, Calculation, or 
     
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Reserve1 AUX Agents Report3-107
    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 Field Definition Database Item, Calculation, or 
     
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Reserve2 AUX Agents Report3-108
    .........................................................................................................................................................................................................................................................Reserve2 AUX Agents Report
    OverviewThis report, which is available only for customers who have DEFINITY 
    ECS R6 or later switches with EAS and have purchased 
    CentreVu 
    Advocate, displays the Reserve2 agents who are in AUX and the time in 
    AUX, for a specified skill. When this report is accessed from the report 
    menu, it displays as the Reserve2 AUX Agents Report. When it is 
    accessed by drilling down from the AUX work state or Agent Location ID, 
    it displays as the Reserve2 AUX Work State Report.  
    When accessed as a drill-down report, this report will only contain 
    Location ID if the report you drill-down from uses Location ID as an input.
    Things to know about
    this reportHere are some things you need to know about this report:
    •You can access this report the following ways:
    •
    – From the Real-Time Split/Skill Category selector menu
    – By drilling down to this report from the AUX work state of 
    Reserve2 agents, or R2INAUX.
    •Call center managers can use this report to see the Reserve2 
    agents in each AUX work state, for a specified skill. For each agent, 
    the manager will also be able to see information such as the length 
    of time in the AUX work state.
    •This report consists of a table and two data fields. The report table 
    contains a row for each agent who is in the specified state for the 
    specified skill.
    •The report caption will read “Reserve2 AUX Work State Report—
    xxx,” where xxx is the skill name string specified by the user.
    •The database items used for the report are stored in the  csplit 
    and cagent table.
    •This report uses the Agent Information Input window. Select an 
    agent that you want to view on the report. See 
    Agent Report Input 
    Windows (3-6). 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Reserve2 AUX Agents Report3-109
    Reserve2 AUX Agents
    report exampleThe following figure provides an example of the Reserve2 AUX Agents 
    report:
    Reserve2 AUX Agents
    report descriptionThe following table describes the report fields:
    Field Definition Database Item, Calculation, or 
    
    Skill The name or number of the skill (up to 20 
    characters) that is selected for this report.syn(SPLIT)
    Reserve2 
    Agents in AUXThe number of reserve2 agents in AUX. Requires 
    DEFINITY ECS R6 or later with CentreVu 
    Advocate.R2INAUX
    Agent Name The name of the agent. syn(LOGID) 
    Login ID  The Login ID that was used to staff the 
    EXTENSION. Agents in multiple splits/skills have 
    one LOGID. LOGID 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Reserve2 AUX Agents Report3-110
    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
    Role Agents service role for this SPLIT, as defined in 
    the Dictionary. Requires 
    DEFINITY ECS R6 or 
    later with 
    CentreVu Advocate. syn(ROLE) 
    Active Split/Skill  Use WORKSKILL for the following call 
    conditions:
    •When an agent is on a skill or direct agent ACD 
    call or in ACW (this is the skill associated with the 
    call or ACW).
    •When an agent is available, in AUX or in OTHER 
    (this is null [blank]).  
    •When an agent is on an AUXIN/AUXOUT call (this 
    is OLDEST_LOGON skill).
    •When an agent is on an AUXIN/AUXOUT call 
    from the available state, while in AUX or with an 
    AUXIN/AUXOUT call on hold (this is 
    OLDEST_LOGON skill).
    •When an agent is on an AUXOUT call with an 
    ACD call on hold (this is the skill associated with 
    the ACD call).
    Note that WORKSKILL differs from WORKSPLIT 
    only in the case that the agent is available. In this 
    case, WORKSKILL will be blank and 
    WORKSPLIT will contain one of the skills in 
    which the agent is available. For releases with 
    the EAS feature active, it is recommended to use 
    WORKSKILL instead of WORKSPLIT in reports.
    Requires a Generic 3 Version 2 or later switch 
    with the EAS feature.syn(WORKSKILL) Field Definition Database Item, Calculation, or 
     
    						
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