Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Attendance Report4-13
AUX Time The total time that the agent spent in AUX work in 
all splits/skills and on AUXIN/AUXOUT calls for 
the specified time period. sum(TI_AUXTIME) 
ACD Calls The total number of split/skill and direct agent 
ACD calls answered by the agent. sum(ACDCALLS + 
DA_ACDCALLS), 
sum() 
Extn In Calls The number of inbound extension calls 
completed by the agent during the period 
covered. This includes calls received while the 
agent was in the following work modes:
•Auto-In or Manual-In
•ACW mode for ACD calls
•ACW mode that was not associated with a call 
•AUX work mode.
sum(ACWINCALLS + 
AUXINCALLS) and 
sum() 
Extn Out Calls The number of outbound extension calls that 
were completed by the agent during the period 
covered. This includes calls originated by the 
agent while the agent was in the following work 
modes: 
•Auto-In or Manual-In 
•ACW mode for ACD calls
•ACW mode that was not associated with a call 
•AUX work mode.
sum(ACWOUTCALLS) + 
sum(AUXOUTCALLS), 
, sum 
   Field Description Database Item, Calculation, or 
  
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Event Count Report4-14
.........................................................................................................................................................................................................................................................Agent Event Count Report 
OverviewThe Agent Event Count report shows the total number of times that an 
individual agent pressed an Event Count (sometimes referred to as 
Stroke Count) key for all splits/skills. An Event Count key can represent 
any call event, including a successful sale, a call from a demographic 
category, or a response to a promotion. 
CentreVu CMS records an event 
occurrence each time that an agent presses an Event Count key on his or 
her voice terminal while the agent is on an ACD call or in call-related 
ACW. This features operations is dependent on Stroke Count 
administration on the switch. 
Things to know about
this reportHere are some things you need to know about this report:
•This report is available with DEFINITY ECS Generic 3 switches only.
•The Event Count report is available in interval, daily, weekly, and 
monthly versions. 
•The database items for the Agent Event Count report are stored in 
the hagent (interval), dagent (daily),  wagent and magent 
(monthly) tables. 
•This report uses the Agent Report Input Window. Select an agent 
who you want to view on the report. See 
Agent Report Input 
Fields (4-7) for more information.
Agent Event Count
report exampleThe following figure provides an example of an Agent Event Count report. 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Event Count Report4-15
Agent Event Count
report descriptionThe following table describes the report fields:
Field Description Database Item, Calculation, or 
 
Date, Week 
Starting, or 
Month StartingThe day, week, or month for which the report ran. 
You can make these selections in the report input 
window. ROW_DATE 
Agent Name The name or login ID of the agent. You can make 
this selection in the report input window. syn(LOGID)
ACD  The ACD name or number for which the data was 
collected. syn(ACD) 
Time (interval 
reports only)The intrahour intervals for which the report shows 
data. You can make these selections in the report 
input window. NOTE: This is the interval for which 
counts were summed. STARTTIME, STARTTIME + 
INTRVL 
ACD Calls The number of split/skill and direct agent ACD 
calls that were answered by this agent during the 
specified time period. ACDCALLS + DA_ACDCALLS), 
sum() 
Event Count 
1...9 The number of key presses of the various Event 
Count keys by this agent during the specified 
time period. sum(EVENT1)...sum(EVENT9)  
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Graphical Time Spent Daily Report4-16
.........................................................................................................................................................................................................................................................Agent Graphical Time Spent Daily Report 
OverviewThis report shows historical information and statistics for the specified 
agent. 
Things to know about
this reportHere are some things you need to know about this report:
•This report is available in daily version only. 
•This report is available for all switch releases. The contents of this 
report depends upon the switch release for which it is being run.  
•The database items for the Agent Graphical Time Spent Daily report 
are stored in the cagent (daily) table. 
•Call center supervisors can use this report to get an idea of how 
much time an agent spent on ACD calls, in available state, in ACW, 
in AUX, and so on, for a particular day. This report enables the 
supervisor to tell how much time the agent spent in AUX work state 
for each of the reason codes defined for this Call Center. 
•The following example of this report shows the information it will 
contain for the 
DEFINITY ECS Release 6 switch with EAS.  
•This report is available only through the CentreVu Supervisor 
interface. 
•This report uses the Agent Report Input Window. Select an agent 
who you want to view on the report. See 
Agent Report Input 
Fields (4-7) for more information. 
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Graphical Time Spent Daily Report4-17
Agent Graphical Time
Spent Daily report
exampleThe following figure provides an example of an Agent Graphical Time 
Spent report. 
Agent Graphical Time
Spent Daily report
descriptionThe following table describes the report fields:
Field Description Database Item, Calculation, or 
 
Agent: The name (or agent login ID if the names have 
not been assigned in Dictionary) of the agent. syn(LOGID) 
Date: The day for which the report was run (selected in 
the report input window).  ROW_DATE
AVAIL The time during the collection interval that the 
agent was in the available state for split/skill or 
direct agent ACD calls in any split/skill. sum(TI_AVAILTIME) 
ACD The time during the collection interval that the 
agent was talking on ACD calls for the SPLIT. sum ()  
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Graphical Time Spent Daily Report4-18
ACW The 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 time during the collection interval that the 
agent was in the AUX work state in all splits/skills 
or on AUXINCALLS or AUXOUTCALLS. sum(TI_AUXTIME) 
RINGING The time during the collection interval that the 
agent had split/skill and direct agent ACD calls 
ringing. sum(I_RINGTIME) 
Reason Code 0 The time that the agent spent in AUX with reason 
code 0. This is the time in system AUX for the 
switches using AUX reason codes. It is the same 
as TI_AUXTIME for switches not using AUX 
reason codes. The TI_ stands for the time that 
is stored only for the split or skill that the agent is 
logged into for the longest amount of time. TI_ 
time needs to be summed across the skills the 
agents may log into, in case the login order 
changes during the collection interval. sum(TI_AUXTIME) 
Reason Codes 
1-9 The time that the agent spent in AUX with each of 
the reason codes 1-9. The TI_ stands for the 
time that is stored only for the split or skill that the 
agent is logged into for the longest amount of 
time. TI_ time needs to be summed across the 
skills the agents may log into, in case the login 
order changes during the collection interval. sum(TI_AUXTIME1-9)  Field Description Database Item, Calculation, or 
  
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Graphical Time Spent Daily Report4-19
OTHER The time during the collection interval that the 
agent was doing other work in all splits/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_ stands for the time that is stored only for 
the split/skill that the agent is logged into for the 
longest amount of time. TI_ time needs to be 
summed across the splits/skills the agents may 
log into, in case the logon order changes during 
the collection interval. sum(TI_OTHERTIME)  Field Description Database Item, Calculation, or 
  
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Group Attendance Report4-20
.........................................................................................................................................................................................................................................................Agent Group Attendance Report 
OverviewThe Agent Group Attendance report summarizes staffed time, ACD time, 
ACW time, AUX time, time in the ringing state, extension time, available 
time, and number of calls handled for each agent in an agent group for 
the specified time period. 
Things to know about
this reportHere are some things you need to know about this report:
•The Agent Group Attendance report is available in daily, weekly, and 
monthly versions. 
•The database items for the Agent Group Attendance report are 
stored in the dagent (daily), wagent (weekly), and magent 
(monthly) tables.
•The Totals column in the report(s) displays the totals for all agents in 
the group you have selected. Individual agent entries in this report 
show the totals for a particular agent. 
•This report uses the Agent Report Input Window. Select an agent 
who you want to view on the report. See 
Agent Report Input 
Fields (4-7) for more information.
Agent Group Attendance
report exampleThe following figure provides an example of an Agent Group Attendance 
report.  
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Group Attendance Report4-21
Agent Group Attendance
report descriptionThe following table describes the report fields:
Field Description Database Item, Calculation, or 
 
Date, Week 
Starting, or 
Month Starting The day, week, or month for which the report ran. 
You can make these selections in the report input 
window. ROW_DATE 
Agent Group The name of the group of agents. You can make 
this selection in the report input window. No database item or calculation.
ACD The ACD name or number for which the data was 
collected. syn(ACD) 
Agent Name  The name or login ID of the agent.  syn(LOGID)
Login ID The login ID assigned to each agent.  LOGID
Agent The name or login ID of the agent.  LOGID
Staffed Time The total time that the agents were logged in 
(staffed) for the specified time period in any split/
skill. This does not include time the link was 
down.  sum(TI_STAFFTIME) 
ACD Time The total time that the agents in the group talked 
on all split/skill and direct agent ACD calls for the 
specified time period. I_ACDTIME + I_DA_ACDTIME), 
sum()
Agent Ring Time  The total time during the collection interval that 
agents had split/skill and direct agent ACD calls 
ringing. If the agent answers or makes another 
call instead of answering the ringing call, 
I_RINGTIME stops accumulating. RINGTIME is 
the time that the caller spends ringing and is 
independent of agent activity.sum(I_RINGTIME) 
Extn In Time The total time that the agents in the group spent 
talking on inbound extension calls for the 
specified time period. I_ACWINTIME + 
I_AUXINTIME), 
sum()
Extn Out Time  The total time that the agents spent talking on 
outbound extension calls for the specified time 
period. I_ACWOUTTIME + 
I_AUXOUTTIME), 
sum()
Avail Time  The total time that the agents were available to 
take ACD calls for any split/skill during the 
specified time period. sum(TI_AVAILTIME) 
AUX Time The total time that the agents spent in AUX work 
in all splits/skills or on AUXIN/AUXOUT calls for 
the specified time period. sum(TI_AUXTIME)  
						

							  Historical Reports CentreVu®  Supervisor Version 8 Reports
Agent Group Attendance Report4-22
ACD Calls  The total number of split/skill and direct agent 
ACD calls answered by the agents in this group 
that completed during the specified time period.sum(ACDCALLS + 
DA_ACDCALLS), 
sum()
Extn In Calls The number of inbound extension calls that were 
completed by the agent during the period 
covered. This includes calls received while the 
agent was in the following work modes: 
•Auto-In or Manual-In 
•ACW mode for ACD calls 
•ACW mode that was not associated with a call 
•AUX work mode. 
sum(ACWINCALLS + 
) 
Extn Out Calls The number of outbound extension calls that 
were placed by the agent during the period 
covered. This includes calls originated by the 
agent while the agent was in the following work 
modes: 
•Auto-In or Manual-In 
•ACW mode for ACD calls 
•ACW mode that was not associated with a call 
•AUX work mode. 
sum(ACWOUTCALLS + 
AUXOUTCALLS) 
sum()  Field Description Database Item, Calculation, or