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Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

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    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Agent Login/Logout (Skill) Report4-33
    .........................................................................................................................................................................................................................................................Agent Login/Logout (Skill) Report 
    OverviewThe Agent Login/Logout (Skill) report shows the times that agents in a 
    given skill logged in and logged out, the reason codes associated with 
    the logout (if there is one), and the skills with which the agents logged in 
    and out.
    Things to know about
    this reportIf you have the 
    DEFINITY ECS  with EAS feature activated, you will see 
    the report displayed in this section.  Here are some things to know about 
    this report:
    •This new report provides logout reason codes.
    •This new report shows up to 15 skills.
    •This new report can be customized to show more or fewer skills and 
    to add the skill levels directly on the CMS server.
    •If you have a switch release earlier than DEFINITY ECS with EAS 
    feature activated, a different Agent Login/Logout (Skill) report than 
    the one described in this section is displayed. This report does not 
    show the logout reason codes.
    •The Login/Logout (Skill) report is available in daily version only.
    •The database items for the Agent Group Summary report are stored 
    in the haglog table.
    •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 Login/Logout (Skill) Report4-34
    Agent Login/Logout
    (Skill) report exampleThe following figure provides an example of an Agent Login/Logout (Skill) 
    Report. 
    Agent Login/Logout
    (Skill) report descriptionThe following table describes the report fields. 
    Report Heading Description Database Item, Calculation, or 
    
    Date The date for which the report was run. The report 
    shows data for agents who logged in on this date. ROW_DATE 
     Skill The name or number of the skill (selected in the 
    report input window). syn(SPLIT) 
     Extn The extension where the agent logged in.  EXTN
     Login Time The time that the agent logged in with the given 
    set of skills. LOGIN
     Logout Time The time that the agent logged out or was logged 
    out from the given set of skills. LOGOUT 
     Logout  Date The date that the agent logged out from the given 
    set of skills.LOGOUT_DATE
    Logout Reason The reason for logging out. LOGOUTREASON
     Skills 1–15 The first 15 skills with which the agent logged in. SPLIT, LOGONSKILL2-15 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Agent Login/Logout (Split) Report4-35
    .........................................................................................................................................................................................................................................................Agent Login/Logout (Split) Report 
    OverviewThe Agent Split Login/Logout report shows the agent login and logout 
    times for agents in a split on a specified day.
    Things to know about
    this reportHere are some things to know about this report:
    •This report is available in the daily version only. 
    •The database items for the Agent Login/Logout (Split) report are 
    stored in the haglog table.
    •This report appears for DEFINITY ECS Generic 3 switches without 
    EAS.
    •This report accepts split numbers from 1-600 when the switch type 
    is 
    DEFINITY  ECS or later.
    •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 Login/Logout
    (Split) report exampleThe following figure provides an example of an Agent Login/Logout 
    (Split) Report.  
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Agent Login/Logout (Split) Report4-36
    Agent Login/Logout
    (Split) report descriptionThe following table describes the report fields:
    Field Description Database Item, Calculation, or 
     
    Date: The day for which the report shows data. You can 
    make these selections in the report input window. ROW_DATE 
    Split: The name or number of the split (selected in the 
    report input window).syn(SPLIT)
    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)
    Extn The measured extension where the agent logged 
    in.EXTN
    Login Time  The time that the agent logged into this split. LOGIN
    Logout Time  The time that the agent logged out of this split. LOGOUT
    Logout Date The date that the agent logged out of this split. LOGOUT_DATE 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Agent Split/Skill Report4-37
    .........................................................................................................................................................................................................................................................Agent Split/Skill Report 
    OverviewThe Agent Split/Skill report shows an individual agents performance by 
    split or skill.
    Things to know about
    this reportHere are some things to know about this report:
    •The Agent Split/Skill report is available in interval, daily, weekly, and 
    monthly versions.
    •The database items for the Agent Split/Skill Report are stored in the 
    hagent (interval),  dagent (daily),  wagent (weekly), and 
    magent (monthly) tables.
    •Each row in the report shows the total for the specified time for a 
    particular split/skill the agent was logged into. However, the  
    Totals:row shows the totals over the day for all splits or skills for 
    this agent.
    •Talk times are shown as totals, not as averages.
    •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 Split/Skill report
    exampleThe following figure provides an example of an Agent Split/Skill Report.   
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Agent Split/Skill Report4-38
    Agent Split/Skill report
    descriptionThe following table describes the report fields. 
    Report 
    HeadingDescription 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 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 (for 
    interval reports 
    only)The intrahour intervals for which the report shows 
    data. You can make these selections in the report 
    input window. STARTTIME, STARTTIME + 
    INTRVL
     Split/Skill The name or number of the split(s)/skill(s) that the 
    agent logged into during the specified time period 
    and for which data are shown. syn(SPLIT) 
     ACD Calls The number of split/skill and direct agent ACD calls 
    that were answered by the agent. This total also 
    includes outbound ACD calls (O_ACDCALLS) if you 
    have the Outgoing Call Management application on 
    ASAI. (O_ACDCALLS is the number of ACDCALLS 
    that were placed by an adjunct [predictive dialing].)(  ACDCALLS+  
    DA_ACDCALLS), 
     ACD Time The total time an agent talked on split/skill and direct 
    agent ACD calls for the split/skill.(  I_ACDTIME+  
    I_DA_ACDTIME), 
     ACW Time The total time that the agent spent in ACW 
    associated with split/skill and direct agent ACD calls 
    and ACW not associated with a call during the report 
    interval.(  I_ACWTIME +  
    I_DA_ACWTIME), 
    
     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.
     ACWINCALLS+  
    AUXINCALLS, 
      
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Agent Split/Skill Report4-39
     Extn In Time The total time that the agent spent talking on 
    inbound extension calls during the report period. I_ACWINTIME+  
    I_AUXINTIME, 
    
     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.
     ACWOUTCALLS +  
    AUXOUTCALLS, 
    
     Extn Out Time The total time that the agent spent on outbound 
    extension calls during the report period. I_ACWOUTTIME +  
    I_AUXOUTTIME, 
    
     Assists The number of times that the split/skill supervisor 
    was called by the agent who was on a split/skill or a 
    direct agent ACD call or in call-related ACW. ASSISTS 
     Held Calls The number of calls that the agent placed on hold. 
    For 
    DEFINITY ECS Generic 3 switches, this is all 
    calls the agent put on hold.  HOLDCALLS
     Total Hold Time The total time that calls were on hold for this agent. 
    This includes all callers for Generic 3 switches. HOLDTIME 
     Trans Out The number of times that an agent completed a 
    transfer (for 
    DEFINITY ECS Generic 3 switches, any 
    call transferred). TRANSFERRED Report 
    HeadingDescription Database Item, Calculation, 
    or  
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Agent Summary Report4-40
    .........................................................................................................................................................................................................................................................Agent Summary Report 
    OverviewThe Agent Summary report shows the activities and performance of an 
    individual agent for all splits or skills of which the agent is a member. It 
    represents the totals over the specified time period for all splits or skills 
    the agent was logged into. This report also includes information on agent 
    occupancy, expressed as a percentage of total work time, both with and 
    without ACW.
    Things to know about
    this reportHere are some things to know about this report:
    •The Agent Summary report is available in interval, daily, weekly, and 
    monthly versions.
    •The database items for the Agent Summary report are stored in the 
    hagent (interval), dagent(daily),  wagent (weekly), 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 Summary report
    exampleThe following figure provides an example of an Agent Summary Report.
    Agent Summary 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: The name or login ID of the agent. You can make 
    this selection in the report input window. syn(LOGID) 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Agent Summary Report4-41
    Time (for interval 
    reports only)The intrahour intervals for which the report shows 
    data. You can make these selections in the report 
    input window. The time displays in hh:mm:ss 
    (hour/minute/second) format. STARTTIME, STARTTIME + 
    INTRVL
    ACD Calls The number of ACD calls and direct agent calls 
    that were answered by the agent. This total also 
    includes O_ACDCALLS if you have the Outgoing 
    Call Management application of ASAI. 
    (O_ACDCALLS is the number of ACDCALLS that 
    were placed by an adjunct [predictive dialing].)sum(ACDCALLS + 
    DA_ACDCALLS), 
    sum()
    Avg ACD Time The average length of this agents ACD calls 
    (including direct agent calls) during the period 
    covered.sum(TOTAL_ACDTIME)/
    sum(TOTAL_ACDCALLS), 
    
    Avg ACW Time The average length of After Call Work (ACW) 
    sessions for this agent. This includes direct agent 
    call activities.sum(TOTAL_ACWTIME)/
    sum(TOTAL_ACDCALLS), 
    
    % Agent Occup 
    w/ACWThe percentage of agent occupancy in which the 
    agents time in after call work is considered as 
    work time.100 * (sum(I_RINGTIME + 
    I_ACDTIME + 
    I_ACDOTHERTIME + 
    I_ACDAUX_OUTTIME + 
    I_ACDAUXINTIME + 
    I_ACWTIME) / 
    (sum(TI_STAFFTIME – 
    TI_AUXTIME + 
    I_ACDAUX_OUTTIME + 
    I_ACDAUXINTIME))
    % Agent Occup 
    w/o ACWThe percentage of agent occupancy in which the 
    agents time in after call work time is considered 
    idle.100 * (sum(I_RINGTIME + 
    I_ACDTIME + 
    I_ACDOTHERTIME + 
    I_ACDAUX_OUTTIME + 
    I_ACDAUXINTIME) / 
    (sum(TI_STAFFTIME – 
    TI_AUXTIME + 
    I_ACDAUX_OUTTIME + 
    I_ACDAUXINTIME)) Field Description Database Item, Calculation, or 
      
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Agent Summary Report4-42
    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 + 
    ) 
    Avg Extn In Time  The  average  length  of  this  agents  inbound 
    extension calls. sum(ACWINTIME + 
    AUXINTIME)/
    sum(ACWINCALLS + 
    AUXINCALLS), 
    
    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() 
    Avg Extn Out 
    Time The average length of this agents outbound 
    extension calls.sum(ACWOUTTIME + 
    AUXOUTTIME)/
    sum(ACWOUTCALLS + 
    AUXOUTCALLS), 
    
    ACD Time Time this agent spent on ACD calls (including 
    direct agent calls) during the report interval. sum(I_ACDTIME + 
    I_DA_ACDTIME), 
    sum()
    ACW Time The amount of time the agent spent working on 
    call-related activities (that is, ACW activities). 
    This includes direct agent ACW activities during 
    the report interval.sum(I_ACWTIME + 
    I_DA_ACWTIME), 
    sum() 
    Agent Ring Time The time the agent had split/skill and direct agent 
    ACD calls ringing. If the agent answers or makes 
    another call instead of answering the ringing call, 
    the I_RINGTIME is stopped. This applies only to 
    switches with ring state.sum(I_RINGTIME)  Field Description Database Item, Calculation, or 
      
    						
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