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Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

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    of 574
    							   CentreVu® CMS R3V8 Upgrades and Migration
    xix
    VDN Skill Preference Report   4-168
    Things to know about this report   4-168
    VDN Skill Preference report example   4-168
    VDN Skill Preference report description   4-169
    Vector Report  4-172
    Overview  4-172
    Organization  4-172
    General Information About the Vector Report  4-173
    Organization of the Vector Report  4-173
    Vector Report selector window  4-173
    Vector Report Input Fields  4-174
    Vector report input fields  4-174
    Vector Report  4-175
    Things to know about this report   4-175
    Vector report example   4-175
    Vector report description   4-176
    .........................................................................................................................................................................................................................................................
    5  Integrated Reports 5-1
    Overview  5-1
    Introduction  5-1
    Definition of integrated reports  5-1
    How this chapter is organized  5-1
    Diagram of integrated reporting system   5-1
    Presentation of report information   5-1
    Presentation of report information   5-2
    Historical Data in Integrated Reports  5-2
    Agent Reports   5-3
    Overview  5-3
    Organization of this section  5-3
    General Information About Agent Reports  5-4
    Organization of Agent reports   5-4
    Agent Report Selector Window and Input Fields  5-5
    Agent report selector window  5-5
    Agent report input fields  5-6
    Agent Graphical Information Report   5-7
    Things to know about this report  5-7
    DEFINITY ECS R5 and later information  5-8
    Agent Graphical Information report example  5-8
    Agent Graphical Information report description   5-8
    Agent Information Report   5-13 
    						
    							   CentreVu® CMS R3V8 Upgrades and Migration
    xx
    Things to know about this report  5-13
    Agent Information report example  5-14
    Agent Information report description   5-14
    Split/Skill Reports   5-17
    Overview  5-17
    General Information About Split/Skill Reports  5-18
    Organization of this section  5-18
    Organization of Split/Skill reports   5-18
    Split/Skill Reports Selector Window and Input Fields  5-19
    Split/Skill reports selector window  5-19
    Split/Skill report input fields   5-19
    Split/Skill Comparison Report   5-21
    Things to know about this report  5-21
    Split/Skill Comparison report example  5-21
    Split/Skill Comparison report description   5-22
    Graphical Skill Overload Report   5-24
    Things to know about this report  5-24
    Graphical Skill Overload report example  5-24
    Graphical Skill Overload report description   5-25
    Graphical Split/Skill View Report  5-26
    Things to know about this report  5-26
    Graphical Split/Skill View report example   5-26
    Graphical Split/Skill View report description  5-27
    VDN Report   5-30
    Overview  5-30
    Organization of this section  5-30
    General Information About the VDN Report  5-31
    VDN Report selector window  5-31
    VDN Report input fields   5-32
    VDN Graphical Call Handling Report   5-33
    Things to know about this report  5-33
    VDN Graphical Call Handling report example   5-34
    VDN Graphical Call Handling report description   5-34
    .........................................................................................................................................................................................................................................................
    Appendix A:Database Items and Calculations  A-1
    Overview  A-1 
    						
    							   CentreVu® CMS R3V8 Upgrades and Migration
    xxi
    .........................................................................................................................................................................................................................................................
    GL Glossary GL-1
    .........................................................................................................................................................................................................................................................
    IN Index IN-1 
    						
    							   CentreVu® CMS R3V8 Upgrades and Migration
    xxii 
    						
    							  Preface CentreVu®  Supervisor Version 8 Reports
    P-1
    Preface
    PurposeThis book describes the Call Center reports that are generated through the 
    CentreVuÒ Supervisor software.
    The book includes:
    •A description of each CentreVuÒ Supervisor report
    •An example of each CentreVuÒ Supervisor report
    •Definitions of all report fields
    •Tips for customizing specific CentreVuÒ Supervisor reports.
    Reason for reissueThis document is being reissued to comply with 
    CentreVuÒ Call Management 
    System (CMS) Release 3 Version 8 (R3V8) and 
    CentreVuÒ Supervisor 
    Release 8 (R8).
    Safety labelsThe following  icon signifies a caution, warning, or danger condition.
    Intended-AudienceThe 
    CentreVuÒ Supervisor Version 8 Reports (585-210-929) document is 
    written for users who analyze the available reports and use them to efficiently 
    run their call centers.
    How to use this
    documentThe following list describes the contents of each chapter and appendix in this 
    document:
    •Chapter 1, Introduction
    •Chapter 2, Using  CentreVuÒ Supervisor reports
    •Chapter 3, Real-time reports: show snapshots of call center activity 
    throughout the day
    •Chapter 4, Historical reports: compile call center information in 15-, 30-, 
    or 60-minute intervals. The interval information is then converted into 
    daily, weekly, and monthly summary data.
    •Chapter 5, Integrated reports: compile call center information from a 
    specified start time in the past 24 hours up to and including the current 
    interval.
    •Appendix A, Database items and calculations
    Conventions usedThe following conventions are used throughout this document:
    •A Book Title is italicized.
    •An Informix table name is in monospaced type.
    •A “Chapter Name” is always surrounded by quotes. 
    						
    							  Preface CentreVu®  Supervisor Version 8 Reports
    P-2
    •A File name is in monospaced type.
    •A Subsystem Reference is always in initial capital letters.
    •A Window Title is always in initial capital letters.
    Related documentationThe following documents can help you use the CentreVu
    Ò CMS software 
    to its maximum capability. Those most closely related to this document 
    are the Administration and Report Designer documents.
    •CentreVuÒ Call Management System Release 3 Version 8 
    Administration (585-210-910)
    •CentreVuÒ Advocate User Guide (585-210-927)
    •CentreVuÒ CMS R3V5 Custom Reports (585-215-822, Issue 2)
    •CentreVuÒ CMS R3V8 External Call History Interface (585-210-912)
    •CentreVuÒ CMS R3V8 Upgrades and Migrations (585-210-913)
    •CentreVuÒ CMS R3V6 Sun Microsystems, Inc. SunÒ Sun 
    Microsystems, Inc.Enterprise Ò Computers Hardware Installation 
    and Setup (585-215-873, Issue 2)
    •CentreVuÒ CMS R3V6 Sun Enterprise Computers Connectivity 
    Diagram (585-215-877, Issue 2)
    •CentreVuÒ Supervisor Version 8 Installation and Getting Started 
    (585-210-928)
    • Lucent Call Center Change Description (585-210-925)
    •CentreVuÒ CMS R3V8 Database Items and Calculations  (585-210-
    939)
    •CentreVuÒ Report Designer Version 8 User Guide (585-210-930)
    •CentreVuÒ CMS R3V8 Documentation CD-ROM (585-210-926)
    Report examplesThe report examples included in this document were taken from test lab 
    machines and are not intended to emulate real data. Report data will vary 
    dependent on your individual site. 
    						
    							  Introduction CentreVu®  Supervisor Version 8 Reports
    Overview1-1
    1 Introduction
    .........................................................................................................................................................................................................................................................Overview
    PurposeThis chapter is written for any CentreVu Supervisor Release 8 user who 
    accesses the Real-Time, Historical, and Integrated reports subsystems. It 
    outlines how reporting works and the reports that are available.
    About CentreVu
    CMS and SupervisorCall Center reports are generated through the 
    CentreVu Supervisor software.
    The 
    CentreVu Supervisor software monitors the operations of and collects 
    data from the switch. This data is then organized into reports that help you 
    manage Call Center facilities and personnel. These reports may be displayed 
    in real time, printed immediately, stored in a file, or scheduled for printing at a 
    later time.
    The data tracked includes caller identification, service parameters, internal 
    call transfers, outgoing calls, and agent sales. Real-time reports can be 
    updated as often as every three seconds and summarized as often as every 
    15 minutes. Historical reports are available in intervals of 15, 30, or 60 
    minutes; daily; weekly; and monthly summaries. Integrated reports include 
    data for a specified start time in the past 24 hours up to and including the 
    moment the report is generated.
    One 
    CentreVu CMS can manage up to 10,000 agent/split/skill or agent/skill 
    pairs in up to eight switches Automatic Call Directories (ACDs) at different 
    locations. This permits you to add agents in new locations while maintaining 
    centralized supervision to control costs.
    You can use 
    CentreVu reports to do the following:
    •Determine how many agents are needed
    •Manage call volume fluctuations
    •Configure the software to make changes automatically and to meet 
    unexpected demands
    •Change agent skill assignments
    •Move agents between skills and/or initiate agent audit trails.
    •Change Vector Directory Numbers (VDNs) to vector associations.
    “
    About CentreVu CMS and Supervisor (1-1)“ lists the CentreVu Supervisor 
    reports that are available. The remaining chapters of this document give you 
    an overview and an example of each report. The reports you see depend on 
    your switch type, permissions, and system performance. 
    						
    							  Introduction CentreVu®  Supervisor Version 8 Reports
    Overview1-2
    Table 1-1 CentreVu Reports
    Report Name Real-Time Historical  Integrated
    Agent Attendance•
    Agent AUX •
    Agent Event Count •
    Agent Graphical Information •
    Agent Graphical Time Spent •
    Agent Group Attendance •
    Agent Group AUX •
    Agent Group Summary • 
    Agent Group Report • 
    Agent Inbound/Outbound •
    Agent Information  •
    Agent Login/Logout (Skill) •
    Agent Login/Logout (Split) • 
    Agent Split/Skill •
    Agent Status by Location •
    Agent Summary •
    Agent Report •
    Agent Trace by Location •
    Busy Hour by Trunk Group •
    Busy Hour by VDN • 
    Call Record •
    Call Work Code •
    Event Count Summary •
    Graphical Active Agents •
    Graphical Allocated Agents •
    Graphical AUX Reserve1 Agents •
    Graphical AUX Reserve2 Agents •
    Graphical Average Positions Staffed • 
    						
    							  Introduction CentreVu®  Supervisor Version 8 Reports
    Overview1-3
    Graphical Busy/Abandon/ Disconnect•
    Graphical Maximum Delay •
    Graphical Multi-ACD Service Level Daily •
    Graphical Queue •
    Graphical Split/Skill Call Profile •
    Graphical Staffing Profile • 
    Graphical VDN Call Profile  •
    VDN Call Handling •
    Graphical Skill Overload •
    Graphical Split/Skill View •
    Multi-ACD • •
    Multi-ACD by Split/Skill •
    Multi-ACD Call Flow by VDN •
    Multi-ACD Top Agent •
    Outbound Split/Skill •
    Queue/Agent Status •
    Queue/Top Agent Status •
    Queue/Agent Summary •
    Reserve1 AUX Agents •
    Reserve2 AUX Agents •
    Skill AUX Report •
    Skill Status •
    Skill Top Agent Report •
    Split Status •
    Split/Skill Report • •
    Split/Skill Average Speed of Answer  •
    Split/Skill by Location •
    Split/Skill Call Profile • •
    Split/Skill Comparison • Report Name Real-Time Historical  Integrated 
    						
    							  Introduction CentreVu®  Supervisor Version 8 Reports
    Overview1-4
    Split/Skill Graphical AUX Agents•
    Split/Skill Graphical AUX Top Agents •
    Split/Skill Graphical Call Profile • •
    Split/Skill Graphical EWT •
    Split/Skill Graphical Service Level •
    Split/Skill Graphical Status •
    Split/Skill Graphical Time Spent •
    Split/Skill Graphical Top Skill Status •
    Split/Skill Outbound •
    Split/Skill Queue •
    Split/Skill Service Level  •
    Split/Skill Status •
    Split/Skill Summary • 
    System •
    System Multi-ACD • 
    System Multi-ACD by Split/Skill •
    Top Agent Status •
    Trunk •
    Trunk Group • •
    Graphical Split/Skill •
    Trunk Group Summary • 
    VDN Multi-ACD Flow •
    VDN Report • •
    VDN Call Profile • •
    VDN Service Level • 
    VDN Skill Preference • •
    Vec t o r • •
    Work State Report for Reserve1 Agents •
    Work State Report for Reserve2 Agents • Report Name Real-Time Historical  Integrated 
    						
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