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Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

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    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    VDN Report3-161
    .........................................................................................................................................................................................................................................................VDN Report
    OverviewThis report, which is only available for customers who have the Vectoring 
    feature, displays information about how calls to the specified VDNs are 
    being handled during the current interval.
    In order to run this report, the Vectoring feature must be enabled.
    Things to know about
    this reportHere are some things you need to know about this report:
    •You can only run this report if the Vectoring feature has been 
    purchased and authorized for you to use.
    •The database items used for the VDN Report are stored in the  
    cvdn table.
    •This report uses the VDN Reports Input Window. See VDN report 
    input fields (3-150) for more information.
    VDN report exampleThe following figure provides an example of a VDN Report:  
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    VDN Report3-162
    VDN report descriptionThe following table describes the report fields:
    Report Heading Description Database Item, Calculation, or 
    
    VDN  The number or name of the VDN for which the 
    report shows data. VDN
    Calls Waiting Number of calls (which may include non-ACD 
    and direct agent calls) to the VDN that are 
    currently being processed by the vector, are in 
    queue, or are ringing at an agents voice terminal. INPROGRESS -  ATAGENT
    Oldest Call 
    WaitingLength of time the oldest call currently waiting in 
    the VDN has been waiting. OLDESTCALL 
    Avg Speed Ans The average speed of answer for split/skill and 
    direct agent ACD calls to the VDN that were 
    completed during the reporting period. ANSTIME /  ACDCALLS  
    
    Aban Calls The number of calls to the VDN that hung up 
    during this interval. ABNCALLS 
    Avg Aban Time The average time calls waited (in split/skill or 
    VDN) before hanging up. ABNTIME /  ABNCALLS  
    
    ACD Calls The number of calls to the VDN completed during 
    the interval that were answered by an agent. This 
    includes calls from queue to main, check 
    backup, messaging split/skill, route to split 
    skill, and adjunct routing to split/skill or direct 
    agent. ACDCALLS 
    Avg ACD Time The average talk time (not including hold time) for 
    all ACD calls (which may include direct agent 
    calls) completed during the interval that were 
    processed by the VDN. ACDTIME /  ACDCALLS  
    
    Busy + Disc 
    CallsNumber of calls offered to the VDN that received 
    a forced busy signal or forced disconnect. BUSYCALLS +  DISCCALLS  
    
    Flow In Number of calls that were redirected to this VDN 
    via a route to VDN. Calls are counted 
    regardless of whether they remained connected 
    to the VDN, were abandoned, or were routed to 
    some other destination. INFLOWCALLS 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    VDN Report3-163
    Flow Out The number of calls to this VDN that were 
    redirected to another VDN or a destination 
    outside the switch by way of a route to or 
    adjunct routing command (Generic 3 switches 
    only). This does not include calls redirected to 
    another vector by way of a go to vector 
    command, because those calls stay in the same 
    VDN. OUTFLOWCALLS
    Active VDN Calls Number of calls currently active in a VDN. This 
    only includes incoming trunk calls directly to the 
    VDN, but it does not include internal calls, 
    transfers, or calls routed or redirected to the VDN 
    through another VDN. A call is considered active 
    in a VDN from the time that the call routes to the 
    VDN until all parties on the call have been 
    dropped and the call is released. If 
    CentreVu 
    CMS is connected to a switch release earlier than 
    Generic 3 Version 4 or the vectoring feature is not 
    enabled, then the Active VDN Calls column is 
    displayed, but the fields are blank. ACTIVECALLS Report Heading Description Database Item, Calculation, or 
     
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Vector Report3-164
    Vector Report
    .........................................................................................................................................................................................................................................................Overview
    PurposeThe Vector report displays the information about how calls to the 
    specified vectors are being handled during the current interval.
    Organization of this
    sectionThis section contains the following topics:
    •Vector Selector Window and Input Fields (3-165)
    •Vector Report (3-166). 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Vector Selector Window and Input Fields3-165
    .........................................................................................................................................................................................................................................................Vector Selector Window and Input Fields
    OverviewThe vector selector window is where you specify which vectors will 
    appear in the report
    Vector report selector
    windowThe following figure is an example of the Vector Report selector window:
    Vector report input fieldsThe following table describes the input fields on real-time Vector report 
    input windows. The report input window must be filled in to run the report:
    Field Definition
    Vector(s): Enter the name(s) or number(s) of the vector(s) for which you want 
    to run the report. You can enter a vector name only if the name has 
    been defined in the Dictionary.
    Refresh Every  seconds: Enter the number of seconds (3 to 600) to specify how frequently 
    CentreVu CMS should update the report data. The default for the 
    Refresh Every  seconds: field in this window is your assigned 
    minimum refresh rate plus 15 seconds. To find out what your 
    minimum refresh rate is, or to change it, check with your 
    CentreVu 
    CMS administrator.
    Enable Report thresholds Check the Enable Report Thresholds option to start the report with 
    report thresholds running. Uncheck the option if you do not want to 
    run report thresholds.
    Run Minimized Check the Run Minimized option to run the report in a minimized 
    window. Uncheck the option to run the report at full size. 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Vector Report3-166
    .........................................................................................................................................................................................................................................................Vector Report 
    OverviewThe Vector report displays information about how calls to the specified 
    vectors are being handled during the current interval.
    Things to know about
    this reportHere are some things you need to know about this report:
    •The database items used for the Vector Report are stored in the  
    cvector table.
    •This report uses the Vector Report Input window. Select the vectors 
    that you want to view on the report. See 
    Vector Selector Window and 
    Input Fields (3-165) for more information.
    Vector report exampleThe following figure provides an example of a Vector Report: 
    Vector report descriptionThe following table describes the report fields:
    Report Heading Description Database Item, Calculation, or 
    
    Vector or Vector 
    NameNumber or name of the vector for which the 
    report shows data (selected in the report input 
    window). VECTOR 
    Calls Wait Number of calls (which may include ACD and 
    direct agent calls) that are currently being 
    processed by the vector. This includes calls 
    ringing a voice terminal. INPROGRESS  
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Vector Report3-167
    Avg Speed Ans The average time, in minutes and seconds, that 
    split/skill and direct agent ACD calls waited 
    before they were answered by an agent. This 
    item includes only calls that were answered as a 
    result of processing by this vector. It does not 
    include hold time. ANSTIME /  ACDCALLS  
    
    Aban  Calls Number of calls that were abandoned while being 
    processed by this vector. This includes direct 
    agent calls and calls that were abandoned while 
    queued to a split/skill or while ringing a voice 
    terminal. ABNCALLS 
     Avg Aban Time The average time a caller waited before hanging 
    up. ABNTIME /  ABNCALLS  
    
     ACD Calls The number of calls that were processed by the 
    vector and answered by an agent. This includes 
    direct agent calls for Generic 3 switches and the 
    ECS, and it does includes ACD calls placed by 
    an adjunct (also called outbound predictive 
    dialing), for the Generic 3 switches with the ASAI 
    feature only. ACDCALLS 
    Busy + Disc 
    CallsNumber of calls offered to the vector that 
    received a forced busy signal or forced 
    disconnect. BUSYCALLS +  DISCCALLS  
    
    Flow In Number of calls that were redirected from within 
    the switch to this vector . Calls are counted 
    regardless of whether they were answered while 
    being processed by the vector, were abandoned, 
    or were routed to some other destination. INFLOWCALLS
    Flow Out The number of calls to this vector that were 
    redirected to another vector or a destination by 
    way of a route to, go to vector or adjunct 
    routing command (Generic 3 switches only). 
    This includes calls routed to destinations within 
    and outside the switch. Calls that route to a split/
    skill are not considered vector flow out calls, but 
    are still tracked in the vector. OUTFLOWCALLS Report Heading Description Database Item, Calculation, or 
     
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Drill-Down Reports3-168
    Drill-Down Reports
    .........................................................................................................................................................................................................................................................Overview
    PurposeSupervisor reports allow you to drill-down to very detailed information 
    from a variety of places. A drill-down report is a report that gives you 
    very specific information on an agent or a work state in a split/skill.
    Organization of this
    sectionThis section contains the following topics:
    •General Information About Drill-Down Reports (3-169)
    •Drill-Down Top Agent Work State Report (3-170)
    •Drill-Down Work State Report (3-174). 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    General Information About Drill-Down Reports3-169
    .........................................................................................................................................................................................................................................................General Information About Drill-Down Reports
    Drill-down report accessYou can access drill-down reports in the following ways:
    •Double click on an element in a report that allows you to access a 
    drill-down report
    •Single click on an element in a report that allows you to access a 
    drill-down report and then using the right mouse button menu to 
    select a specific drill-down report
    •Use the Tools menu to select any of the drill-down reports that are 
    accessible from the currently running report.
    Location ID as a report
    fieldIf you use a customer-created drill-down report to view information 
    related to 
    CentreVu Advocate and that report uses Location ID as an 
    input field, a completely new drill-down report will display. This report will 
    differ from the current set of drill-down reports and will include agent 
    location ID as a report field.
    Drill-down reports will only contain Location ID if the report you drilled 
    down from uses Location ID as an input.
    Finding drill-down
    informationYou can tell if the report you are currently running accesses a drill-down 
    report(s) (and which drill-down reports are available) by moving the 
    mouse cursor over information on the report and reading the status bar at 
    the bottom left-hand side of the report window.
    Drill-Down report typesThere are two basic elements on reports from which you can access drill-
    down reports:
    •Agent names, Login IDs or Location IDs- drill-down to agent-specific 
    information reports
    •Work states (AUX, Avail, ACD, ACW, Ring, Other) - drill-down to 
    work state reports or AUX Agents reports (ECS only).
    Modifying drill-down
    reportsDrill-down reports can only be modified if they are run from the Reports 
    Selector window. They cannot be modified if they are accessed from 
    another report or agent work state. 
    						
    							  Real-Time Reports CentreVu®  Supervisor Version 8 Reports
    Drill-Down Top Agent Work State Report3-170
    .........................................................................................................................................................................................................................................................Drill-Down Top Agent Work State Report
    OverviewThis report shows top agents who are in the specified work state and the 
    time in the state. In addition, this report shows all of the agents that are 
    staffed even if they are not in a particular state for the specified split/skill.
    This report is available on all 
    DEFINITY ECS or later switch releases with 
    EAS.
    Accessing the reportYou can only access this report by drilling down from work states (AVAIL, 
    ACD, ACW, RINGING, and OTHER) or Location ID on other Real-Time 
    Top Agent reports (for example, from the Real-Time Graphical Top Skill 
    Status report) except for the AUX work state which requires 
    DEFINITY 
    ECS with EAS.
    This report will only contain Location ID if the report you drilled down from 
    uses Location ID as an input.
    When you drill down to this report from another report, this report shows 
    all of the top agents in that particular work state for that split or skill only.
    Report contentsThis report contains:
    •A table with a row for each top agent currently in the selected work 
    state.
    •Top agent name, login ID, time in state, split/skill, and the skill level 
    and role in the skill in which the agent is active in each row of the 
    table.
    •The user will be able to specify sort by agent name, login ID, time in 
    state, split/skill, skill level and role.
    •The user will be able to specify a primary and a secondary sort key.
    By default, the table will be sorted by split/skill for the primary sort, then 
    by time in state (in descending order) for the secondary sort.
    Report useFrom this report, you can drill down to Real-Time or Integrated Agent 
    Information reports.
    Call Center Supervisors can use this report to look at all the top agents in 
    a particular work state, and to see how long an agent has been in this 
    work state, the skill for which they are occupied, the skill level assigned to 
    the agent for this skill, and the role the agent has in this skill.
    You cannot customize this report.
    Database itemsThe database items used for this report are stored in the csplit and 
    cagent tables. 
    						
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