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Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

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    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Skill Top Agent Report3-121
    Skill Top Agent report
    descriptionThe following table describes the report fields:
    Report Heading Description Database Item, Calculation, or 
    
    Skills: The name or number of the skill selected for this 
    report.syn(SPLIT)
    Skill State Current state of this skill, compared to the 
    administered thresholds. Requires ECS R6 or 
    later with 
    CentreVu Advocate. syn(SKSTATE)
    Calls Waiting This is the number of skill ACD calls waiting to be 
    answered for each skill in the report. This 
    includes calls that are in queue and ringing at an 
    agent voice terminal. It also 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.INQUEUE+INRING
    Oldest Call 
    WaitingThe length of time (in seconds) the oldest call 
    has waited in queue or ringing (at an agent voice 
    terminal for each 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 and 
    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 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 switches with 
    ASAI only. ACDCALLS 
    Avg ACD Time The average talk time (does not include hold 
    time) is calculated for all ACD calls to this 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  
     
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Skill Top Agent Report3-122
    Aban Calls The total number of queued calls for each 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 skill that abandoned at the far end before 
    an agent answered. For the Generic 3 switches 
    with the ASAI feature only. ABNCALLS1-10 
    Avg Aban Time The average time calls waited in split before 
    hanging up. ABNTIME /  ABNCALLS  
    
    Top Agents  
    AvailThe number of top agents logged into the skill 
    who are available in the skill to take calls. TAVAILABLE 
    Top Agents 
    RingingThe current number of top agents logged into the 
    skill who have ACD calls (including direct agent 
    calls) ringing at their voice terminals. TAGINRING 
    Top Agents on 
    ACD CallsThe total number of top agents connected to 
    inbound and outbound ACD calls in each skill. 
    This does not include direct agent calls. TONACD
    Top Agents in 
    ACWThe number of top agents who are in the after 
    call work state for each skill. This includes agents 
    on ACWIN or ACWOUT calls and agents in ACW 
    not associated with an ACD call. TINACW Report Heading Description Database Item, Calculation, or 
     
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Skill Top Agent Report3-123
    Top Agents in 
    OtherThe current number of top agent positions that 
    are doing other work.
    For the Generic 3 switch the agent did one of the 
    following activities while in the Auto-in or Manual-
    In state:
    •The agent put any call on hold and 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.
    •The agent has a personal call ringing with no 
    other activity.
    For the Generic 3 switches without EAS, agents 
    are logged into multiple splits and doing work for 
    a split other than this one (on an ACD call or in 
    call-related ACW).
    For the Generic 3 switches with EAS, agents are 
    logged into multiple skills and doing work for a 
    skill other than this one (on an ACD call or in call-
    related ACW).
    Agent positions show up as OTHER 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. TOTHER
    Top Agents in 
    AuxThe total number of top agents logged into the 
    skill who are in the AUX Work mode for all skills 
    or are on AUXIN/AUXOUT calls. TINAUX
    Top Agents 
    StaffedThe current number of top agents that are staffed 
    in the 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 non-top 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  Report Heading Description Database Item, Calculation, or 
     
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Skill Top Agent Report3-124
    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 Report Heading Description Database Item, Calculation, or 
     
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Split Status Report3-125
    .........................................................................................................................................................................................................................................................Split Status Report
    OverviewThis report shows how long the oldest call in queue has been waiting, 
    how many calls are currently waiting to be answered, the agent names, 
    the agent states, the length of time an agent has been in the state, and 
    the split associated with the call the agent is currently handling.
    Note: The Split Status report is available on switches that do not have the 
    EAS feature. If you have the EAS Feature, this report is replaced with the 
    Skill Status Report.
    Things to know about
    this reportHere are some things to know about this report:
    •All agents logged into the selected split are displayed. You can scroll 
    to view agents that you cannot see on the report.
    •If an agent is on an ACD call or in the ACW state, a single split is 
    displayed that corresponds to the ACD call or ACW.
    •If the agent is available, all of the splits are displayed.
    •If the agent is in AUX in all splits, all splits are displayed.
    •For a Generic 3 Version 2 or later version switch without the Expert 
    Agent Selection (EAS) feather, an agent can be logged into a total of 
    four splits.
    •If you have a Generic 3 Version 3 switch or an earlier switch, the 
    Expected Wait Time (EWT) fields are blank. EWT is only available 
    on the Generic 3 Version 4 switch and later Generic 3 switches.
    •The EWT value is updated whenever a call queues to the split. If no 
    call has queued for 2 minutes, CMS will request the switch to send 
    the current EWT values for the split.
    The EWT fields may be blank for one of the following reasons:  
    •The EWT is unknown at this time.
    •The EWT is infinity (for example, no agents are logged in).
    •The priority (TOP, HIGH, MEDIUM, LOW) is inactive.
    •The queue for this split is full.
    •Please refer to the Generic 3 Version 4 Vectoring/EAS Guide for 
    more information on EWT and causes of the field blanking out.
    EWT may not be what you anticipate. These factors can affect EWT: 
    •A low volume of calls coming into a split, or very few coming in at 
    one or more of the priorities. This causes EWT to show larger 
    fluctuations than when there is heavier call volume.
    •A split has only one or two agents logged in.
    •A combination of the low call volume and a small number of agents 
    logged in. 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Split Status Report3-126
    •The number of agents logged into a given split suddenly increases 
    or decreases substantially. EWT adjusts immediately, and you will 
    see a big jump or fall in the EWT.
    •A significant percentage of callers who are queued drop from queue, 
    either from hanging up or from being answered, and no new calls 
    are queued. For example, in a vector with time-of-day routing, after 
    a specified time no more calls are routed to a particular split. Calls in 
    queue to this split continue to be serviced, but no new calls are 
    coming into the queue. The EWT remains unchanged until the 
    specified time interval from the timer has expired and the audit has 
    taken place.
    •Calls may be queued to more than one split.
    •Agents may be logged into multiple splits.
    •The switch may have the Multiple Call Handling (MCH) feature 
    enabled.
    •A new split is created or the switch reboots. No history exists, and 
    30 to 50 queued calls must accrue for an accurate EWT.
    •The average handling time for calls changes suddenly.
    •The call traffic is varying significantly.
    •The queuing times are erratic.
    •EWTs are displayed only for the priorities for which calls are 
    queuing. However, if you change the routing for a split so that calls 
    are not being queued at a priority, the EWT for that priority continues 
    to be shown until all agents in the split log out or a translation pump- 
    up is forced.
    •The database items used for the Split Status 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 Status Report3-127
    Split Status report
    exampleThe following figure provides an example of the Split Status report:
    Split Status report
    descriptionThe following table describes the report fields:
    Report Heading Description Database Item, Calculation, or 
    
    Split  The name or number of the split selected for the 
    report. syn(SPLIT) 
    Calls Waiting The number of split 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) before being answered. This does 
    not include direct agent calls. OLDESTCALL  
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Split Status Report3-128
    Expected Wait 
    Time (Pri): TopThis heading contains EWT for the split at top 
    priority. EWT is the expected wait time for the 
    split when a new call is queued to the split at 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 switch or if 
    vectoring is not activated, the EWT headings and 
    columns are displayed, but the fields are blank. EWTTOP 
    Expected Wait 
    Time (Pri): HighThis heading contains EWT for the split at high 
    priority. EWT is the expected wait time for the 
    split when a new call queued to the split 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 switch 
    or if vectoring is not activated, the EWT headings 
    and columns are displayed, but the fields are 
    blank. EWTHIGH 
    Expected Wait 
    Time (Pri): 
    MediumThis heading contains EWT for the split at 
    medium priority. EWT is the expected wait time 
    for the split when a new call is queued to the split 
    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 switch or if vectoring is not activated, 
    the EWT headings and columns are displayed, 
    but the fields are blank. EWTMEDIUM 
    Expected Wait 
    Time (Pri): LowThis heading contains EWT for the split at low 
    priority. EWT is the wait time for teh split when a 
    new call is queued to the split 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 switch or if vectoring is 
    not activated, the EWT headings and columns 
    are displayed, but the fields are blank. EWTLOW  Report Heading Description Database Item, Calculation, or 
     
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Split Status Report3-129
    Agent Name The name(s) of the agent(s) assigned to the split 
    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, 
    such as AVAIL, ACD, ACW, AUX, DACD, DACW, 
    RINGING, UNKNOWN, OTHER, or UNSTAFF, 
    and the call direction (BLANK, IN, or OUT). WORKMODE and  DIRECTION 
    Split(s) 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 for 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  
    WORKSPLIT3  WORKSPLIT4 
    ((Generic 3 Version 2 and later 
    Generic 3 switches only)
    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 
    VDN (Shows 
    data only if you 
    have purchased 
    the Vectoring 
    feature.)The vector directory number is associated with 
    the ACD call in progress. If a name has been 
    assigned to the VDN in the Dictionary, the name 
    displays instead of the number. VDN Report Heading Description Database Item, Calculation, or 
     
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Report3-130
    .........................................................................................................................................................................................................................................................Split/Skill Report
    OverviewThe Split/Skill report simultaneously displays real-time call-handling 
    information on a number of splits or skills. It allows the supervisor to 
    evaluate and compare the workload and call-handling performance 
    between splits/skills, and to determine agent reassignment. Additionally, 
    the supervisor can evaluate other ACD configuration alternatives which 
    can be used to balance workloads and reduce abandoned calls.
    Things to know about
    this reportHere are some things you need to know about this report:
    •You can enter a range or a list of splits/skills which the report will 
    cover. If you only want to view one split or skill, you may size the 
    window smaller.
    •In this report, the OTHER state displays for agents who are on calls 
    or in after call work state for other splits or skills.
    •For agents in split/skills with the many forced option of Multiple Call 
    Handling for Generic 3 Version 4 and later switches, a queued call is 
    not delivered to an agent position if there is no available call 
    appearance. If the agent has no available call appearance, then the 
    agent is either on a call or has all calls on hold. In either case, the 
    agent is not available.
    •The database items used for the 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. 
    						
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