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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 Report3-131
    Split/Skill report exampleThe following figure provides an example of the Split/Skill report:
    Split/Skill report
    descriptionThe following table describes the report fields:
    Report 
    HeadingDescription Database Item, Calculation, or 
    
    Splits/Skills The name or number of the split(s)/(skill(s) 
    selected for the 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 
    Calls Waiting The number of split or skill ACD calls waiting to be 
    answered. This includes calls that are in queue 
    and 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  
    						
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    Split/Skill Report3-132
    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 
    DEFINITY 
    ECS 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 talk time on 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 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). ABNCALLS1-10 
    Avg Aban Time The average time a caller waited (in split/skill) 
    before hanging up. ABNTIME /  ABNCALLS  
    
    Agents Avail The current number of agents that are available to 
    receive ACD calls in each split/skill. AVAILABLE 
    Agents Ringing The current number of agents that are available 
    and have ACD calls (including direct agent calls) 
    ringing at their voice terminal but have not yet 
    answered. If the agent places a call or answers an 
    extension call, the agent is shown in the AUX work 
    state, rather than in the ringing state. AGINRING 
    Agents on ACD 
    CallsThe total number of agents that are connected to 
    inbound and outbound ACD calls in each split/skill. 
    This does not include agents on direct agent calls. ONACD Report 
    HeadingDescription Database Item, Calculation, or 
     
    						
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    Split/Skill Report3-133
    Agents in ACW  The number of agents who are in the after call 
    work state for each split/skill. This includes agents 
    on ACWIN or ACWOUT calls and agents in ACW 
    not associated with an ACD call. INACW
    Agents in Other The current number of agent positions that are 
    doing other work.
    For the Generic 3 switches with EAS, 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 ringing personal call, 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.
    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. OTHER
    Agents in AUX The current number of agents who are in the AUX 
    work mode for all splits/skills including agents who 
    are handling AUXIN or AUXOUT calls. INAUX
    Agents Staffed The total number of agents that are logged into 
    each split/skill. STAFFED  Report 
    HeadingDescription Database Item, Calculation, or 
     
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill by Location Report3-134
    .........................................................................................................................................................................................................................................................Split/Skill by Location Report
    OverviewThe Split/Skill by Location report supports the Agent Site Tracking feature 
    introduced with R3V8 CMS and R8 Supervisor. This report tracks agents 
    by their split/skill location ID. 
    The Split/Skill by Location report displays real-time agent call-handling 
    information on a single split or skill. It allows the supervisor to evaluate 
    the workload and call-handling performance on the split/skill, and to 
    determine agent reassignment. 
    Things to know about
    this reportHere are some things you need to know about this report:
    •This report displays information on a single split/skill. Select the 
    split/skill location ID through the input window.
    •This report shows the agents logged into a single split/skill.  
    •The database items used for the Report are stored in the  cagent 
    table.
    •This report is in table format.
    •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.
    Split/Skill by Location
    report exampleThe following figure provides an example of the Split/Skill by Location 
    report: 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill by Location Report3-135
    Split/Skill by Location
    report descriptionThe following table describes the report fields:
    Report Heading Description Database Item, Calculation, or 
    
    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
    Agent Name The names or login IDs of the agents that logged 
    into the split/skill selected in the report input 
    window. syn(LOGID) 
    Login ID The login ID of the agent.  LOGID 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Top Agent Status Report3-136
    .........................................................................................................................................................................................................................................................Split/Skill Top Agent Status Report
    OverviewThis report is the same as the Skill Status Report, except that it only 
    shows status for agents for whom the selected skill is the top skill.
    Things to know about
    this reportHere are some things you need to know about this report:
    •This report shows information for agents with this skill as top skill 
    only.
    •Top Agents are agents for whom the skill is their highest-level skill. 
    If agents have more than one skill at the highest level, then the first 
    one administered is the top skill.
    •The EWT value is updated whenever a call queues to the skill. If no 
    call has queued for 2 minutes, CMS will request the switch to send 
    the current EWT values for the skill.
    •You must have a Generic 3 switch with the EAS feature.
    •The database items used for the Split/Skill Top Agent 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.
    Split/Skill Top Agent
    Status report exampleThe following figure provides an example of the Split/Skill Top Agent 
    Status report: 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Top Agent Status Report3-137
    Split/Skill Top Agent
    Status report descriptionThe following table describes the report fields:
    Report Heading Description Database Item, Calculation, or 
    
    Skill: The name or number of the skill 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 
    Calls Waiting The number of skill ACD calls waiting to be 
    answered. 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 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
    Expected Wait 
    Time (Pri): Top:This heading contains EWT for the skill at top 
    priority. EWT is the wait time for the skill when a 
    call is queued to the split/skill 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. Exception 
    thresholds for EWT can be set from the 
    Exception command. EWTTOP 
    						
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    Split/Skill Top Agent Status Report3-138
    Expected Wait 
    Time (Pri): High:This heading contains EWT for the skill at high 
    priority. EWT is the wait time for the skill when a 
    call 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 switch 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 Exception command EWTHIGH
    Expected Wait 
    Time(Pri): 
    Medium:This heading contains EWT for the skill at 
    medium priority. EWT is the wait time for the skill 
    when a call 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 switch 
    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 Exception command EWTMEDIUM
    Expected Wait 
    Time (Pri): Low:This heading contains EWT for the skill at low 
    priority. EWT is the wait time for the skill when a 
    call 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 switch or if vectoring is 
    not activated, the EWT headings and columns 
    are displayed. Exception thresholds for EWT can 
    be set from the Exception command, but the 
    fields are blank. EWTLOW
    Agent Name The name(s) of the top 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)
    Login ID The login identification of the agent. LOGID Report Heading Description Database Item, Calculation, or 
     
    						
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    Split/Skill Top Agent Status Report3-139
    AUX Reason The reason associated with the auxiliary work 
    state of this agent (for example, lunch, break, 
    meeting, or training). This field is blank if the 
    agent is not in the AUX state.syn(AUXREASON)
    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)
    Skill/Level When an agent is on a skill call, a direct agent 
    call, or in ACW mode, this is the skill associated 
    with the call or the ACW, and the level associated 
    with the skill.
    WORKSKILL is the OLDEST_LOGON:
    •When an agent is on an AUXIN/AUXOUT call 
    from the available state, while in AUX, or with an 
    AUXIN/AUXOUT call on hold
    •When an agent is on an AUXIN call with an ACD 
    call on hold.
    •When an agent is on an AUXOUT call with an 
    ACD call on hold, this is the skill associated with 
    the ACD call.
    •When an agent is available, in AUX, or in OTHER, 
    this is blank.
    WORKSKLEVEL is the skill level (ranging from 1 
    to 16) or the reserve level (R1 or R2) associated 
    with WORKSKILL.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
    VDN Name 
    (Shows data 
    only if you have 
    purchased the 
    Vectoring 
    feature.)The number or name of the VDN for which the 
    report shows data. The Vector Directory Number 
    is associated with the ACD in progress. If a name 
    has been assigned to the VDN in the Dictionary, 
    the name displays instead of the number.syn(VDN) Report Heading Description Database Item, Calculation, or 
     
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Agent Status by Location Report3-140
    .........................................................................................................................................................................................................................................................Split/Skill Agent Status by Location Report
    OverviewThis report shows the agent status on a selected skill, by location ID. This 
    report supports the agent site tracking feature, and this feature must be 
    enabled to view meaningful data on the report
    Things to know about
    this reportHere are some things you need to know about this report:
    •This report shows information for agents in this skill by their terminal 
    location ID.
    •This report includes information on agent roles, skill state, agent 
    extensions, location IDs, and skill level or percent allocation per 
    agent.
    •You must have a Generic 3 switch with the EAS feature.
    •The database items used for the Split/Skill Top Agent Status Report 
    are stored in the cagent tables.
    •This report uses the Split/Skill Report Input Window. Select a skill 
    that you want to view on the report and a location ID to sort by. See 
    Split/skill report input fields (3-60) for more information. 
    						
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