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Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

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    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Agent Summary Report4-43
    Other Time The time the agent spent doing other work in all 
    splits/skills. For 
    DEFINITY ECS switches, agents 
    are doing other work while in Auto-In or Manual-
    In if they:
    •Put any call on hold while not doing any other 
    activity. 
    •Dial to place a call or to activate a feature.
    •Have a personal call ringing with no other activity.
    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.sum(TI_OTHERTIME)
    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) 
    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) 
    Staffed Time  The total time 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) 
    Trans Out The number of calls transferred by this agent to 
    another destination. For 
    DEFINITY ECS 
    switches, this records all calls that were 
    transferred.  sum(TRANSFERRED) 
    Held Calls The number of calls the agent put on hold. For 
    DEFINITY ECS switches, this is all calls the 
    agent put on hold. sum(HOLDCALLS) 
    Avg Hold Time The average length of time calls were on hold. sum(HOLDTIME) / 
    sum(HOLDCALLS), 
     Field Description Database Item, Calculation, or 
      
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Agent Trace by Location Report4-44
    .........................................................................................................................................................................................................................................................Agent Trace by Location Report 
    OverviewThe Agent Trace by Location report lists each agent activity and the time 
    it occurred, by agent location ID. This information could be useful when 
    evaluating how well agents are using their time. This report is only 
    available through Release 8 
    CentreVu Supervisor.
    Things to know about
    this reportHere are some things to know about this report:
    •Refer to the Agent and Trunk States section of Chapter 1, “ 
    Introduction” in this book for a list of the agent states.
    •The database items for the Agent Trace by Location report are 
    stored in the  ag_actv 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.
    Agent Trace by Location
    report exampleThe following figure provides an example of an Agent Trace by Location 
    Report. 
    Agent Trace by Location
    report descriptionThe following table describes the report fields.
    Report Heading Description Database Item, Calculation, or 
    
    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) 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Agent Trace by Location Report4-45
    Date  The day that the event (state change) was 
    recorded. ROW_DATE 
    Time  The time of day that the event started.  EVENT_TIME
      Seq The sequence number of the event. Agent events 
    which occur in the same second are assigned 
    increasing sequence numbers, so the order in 
    which they occurred can be determined. WMODE_SEQ
    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
    Logout Reason The reason code that the agent entered when 
    logging out. Reason code 0 (zero) indicates that 
    the agent forced a logout without entering a 
    reason code, or the system logged the agent out.syn(LOGOUTREASON)
    AUX Reason The reason code that the agent entered when 
    changing to AUX work mode. Reason code 0 
    (zero) indicates that the agent did not enter a 
    reason code, or the system put the agent into 
    AUX work mode.syn(AUXREASON)
    State  The current work state of the agent. An agent can 
    be in any one of the following states: LOGON, 
    LOGOFF, ACDIN, ACDOUT, ACW, ACWIN, 
    ACWOUT, AUX, AUXIN, AUXOUT, AVAILABLE, 
    DACDIN, DACDOUT, DACW, DACWIN, 
    DACWOUT, or UNKNOWN. WORKMODE and  DIRECTION
    Split/Skill The name or number of the split/skill which the 
    agent logged into or for which the agent handled 
    a call.syn(  SPLIT) 
    Time  The length of time spent in the state. Shown in 
    minutes and seconds (mm:ss). DURATION 
    Hold  The agent put the current call on hold. For 
    DEFINITY ECS Generic 3 switches, this is all 
    calls the agent put on hold. CALLER_HOLD Report Heading Description Database Item, Calculation, or 
     
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Agent Trace by Location Report4-46
    Rec  This indicates whether the agent reconnected to 
    the call (for example, the agent put a call on hold 
    and then retrieved the call from hold). RECONNECT 
    Malicious Call The agent activated malicious call trace. This 
    applies to 
    DEFINITY  ECS Generic 3.MCT
    Rls The agent released the ACD call. This is always 
    true for ACD calls the agent transferred or 
    conferenced. This only applies to 
    DEFINITY ECS 
    and Generic 3 switches.AGT_RELEASED
    Calling Party The identification of the caller. This is the ANI/
    SID for Generic 3 Version 4 and later 
    DEFINITY 
    ECS with ISDN ANI delivery. Otherwise, it is the 
    extension or trunk equipment location identifying 
    the originator of the call.CALLING_PTY
    Call Work Code The call work code that the agent entered for the 
    call. This applies to 
    DEFINITY ECS Generic 3 
    switches.WORKCODE
    Dialed Digits The digits that the agent dialed to originate a call. 
    Trunk access codes, feature access codes, 
    account and authorization codes are not 
    included. This applies to 
    DEFINITY ECS Generic 
    3 switches.DIGITS_DIALED
    Asst The agent requested supervisor assistance. This 
    is activated by pressing the ASSIST button.ASSIST_ACTV
    Conf The agent activated a conference. This applies to 
    DEFINITY ECS Generic 3 switches.CONFERENCE
    Trans Out The agent transferred the call. (
    DEFINITY ECS 
    Generic 3 = all calls transferred.)TRANSFERRED Report Heading Description Database Item, Calculation, or 
     
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Other Reports4-47
    Other Reports
    .........................................................................................................................................................................................................................................................Overview
    PurposeThis section describes Other reports.
    OrganizationThis following topics are described:
    •General Information About Other Reports
    •Call Records Report
    •Call Work Codes Report 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    General Information About Other Reports4-48
    .........................................................................................................................................................................................................................................................General Information About Other Reports
    What an Other Report
    containsCentreVu Supervisor Other reports give you access to specific 
    information on call records and call work codes.
    Organization of Other
    reportsThe following list shows how the Call Records and Call Work Code 
    reports are organized in 
    CentreVu Supervisor  . 
    •Call Records
    •Call Work Code: Daily, Weekly, Monthly
    Other report selector
    windowThe following figure is an example of the Other Report Selector window. 
    The reports are explained in the same order as listed in the window.  
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Call Records Report4-49
    .........................................................................................................................................................................................................................................................Call Records Report
    OverviewThe Call Records report allows you to view selected information about 
    each call. For example, you might have a caller that complained about 
    being put on hold three times and then transferred. This report gives you 
    this type of information about a call.
    Things to know about
    this reportHere are some things to know about this report:
    •Call Records allow you to view information about particular calls. 
    Each call is represented by one or more records, because a new 
    record is created whenever the call is conferenced or transferred. 
    However, all records for a particular call will have the same call ID, 
    so that you know the records represent the same call.
    •With call records, the call is tracked up until it is transferred or 
    conferenced. At the point of a conference or transfer, a new call 
    record is generated for the call.
    •The standard Call Records report is provided as a model for 
    customized call record reports. Most call record reporting will need 
    to be done from Designer reports tailored to your needs.
    •If you are customizing the Historical Call Record Report with 
    CentreVu Report Designer, the Disposition report field will display 
    the numerical values for DISPOSITION, and not the state names. 
    See the 
    CentreVu CMS R3V8 Database Items and Calculations 
    (585-210-939) document for more information.
    •See the CentreVu CMS R3V8 Database Items and Calculations 
    (585-210-939) document for a complete listing of the call record 
    historical database items.
    •Call records are limited to 5000 records.
    •To protect the real-time processing on CentreVu CMS, internal call 
    records can only be collected if your call centers traffic is under 400 
    calls in 20 minutes.
    •The call_rec table includes may items that are not displayed in 
    the standard report.
    •This report gives you information on specific calls. It is based only 
    on the start and stop dates and times that you enter.
    •The database items for the Call Records report are stored in the  
    call_rec table. 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Call Records Report4-50
    Call Records report input
    fieldsThe following table describes the fields on the input window. You must fill 
    in the window to run the report.
    Call Records report
    exampleThe following figure provides an example of a Call Records Report. Field Definition
    Start date: Enter the date from which you want the reporting period to start. The 
    report runs for all calls answered by the ACD from the Start date and 
    Start time through the Stop date and Stop time. 
    Start time:  Enter the time from which you want the reporting period to start. Use 
    any of the following formats: 
    •AM/PM (for example, 7:30AM or 5:00PM)
    •24-hour notation (for example, 7:30 or 17:00).
    Stop date: Enter the date you want the report to run through. The report will be 
    run for all calls answered by the ACD from the Start date and Start 
    time through the Stop date and Stop time. 
    Stop time: Enter the time that you want the report to stop. Use any of the 
    following formats: 
    •AM/PM (for example, 7:30AM or 5:00PM)
    •24-hour notation (for example, 7:30 or 17:00).
    Destination: Choose a report destination. You can select View Report on Screen 
    or Print Report on: and then use the Select Printer button to print the 
    report on any Windows printer. The default printer is shown.  
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Call Records Report4-51
    Call Records report
    descriptionThe following table describes the report fields for the time period covered 
    by the report. 
    Report 
    HeadingDescription Database Item, 
    Calculation, or 
    
    Date: The day, week, or month for which the report ran. You 
    can make these selections in the report input window.ROW_DATE
    ACD The number of the ACD that handled this call. syn(ACD)
    Call ID A unique number assigned to this call and all its 
    segments. Note that in the case of a conference or 
    transfer, when the data for the conference/transfer is 
    recorded, the same call ID will be recorded for all call 
    segments of the conference/transfer. In the case of 
    “meet-me” conferences, this may result in higher-
    numbered segments of the call starting before the first 
    segment on the call. Call IDs are not necessarily strictly 
    sequential, but will be unique for calls over a day.CALLID
    Segment The number of the call segment. Segment numbers are 
    from 1 up to the number of segments in the call.SEGMENT
    Date The starting date for the segment. ROW_DATE
    Start Time The starting time for the segment. ROW_TIME
    Calling Party The Automatic Number Identification (ANI)/Station 
    Identification (SID) (Generic 3 Version 4 switches or the 
    ECS with ANI delivery), extension or trunk equipment 
    location identifying the originator of the call This field is 
    blank if the trunk is not measured or, for internal calls, if 
    the originating extension is not measured.CALLING_PTY
    Dialed 
    NumberThe number the caller dialed. This will be the VDN for 
    inbound vectoring calls and dialed digits for outbound 
    calls. This will be blank for inbound calls without 
    vectoring.DIALED_NUM 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Call Records Report4-52
    Disposition Indicates what happened to the call in the call segment. 
    The possibilities are: 1=connected (CONN), 
    2=answered (ANS), 3=abandoned (ABAN), 
    4=interflowed (IFLOW), 5=forced busy (FBUSY), 
    6=forced disconnect (FDISC), and 7=other (OTHER).
    •A connected call is a non-ACD call to a measured agent 
    for which  CMS receives an indication that the call was 
    connected. 
    •An answered call is any split/skill or direct agent ACD call 
    for which CMS receives an indication that the call was 
    answered by an agent.
    •An abandoned call is any call for which CMS receives 
    notification that the caller abandoned. This includes calls 
    with talk times shorter than the phantom abandoned call 
    timer.
    •An interflowed call is a call that was redirected to an off-
    switch destination.
    •Forced busy calls are calls that CMS records as 
    BUSYCALLS for the trunk group that carried them. For 
    switches with vectoring, these are VDN calls that 
    received a forced busy from the “busy” vector command. 
    For the ECS , calls that receive a busy indication 
    because the split queue was full (or there was no queue) 
    are recorded here. 
    •Forced disconnect calls are VDN calls that are 
    disconnected by the switch due to the execution of a 
    disconnect vector command (Generic 3 Version 2, later 
    Generic 3 switches, and the ECS ). For the  ECS , 
    Generic 3 Version 2 and later Generic 3 releases, forced 
    disconnect calls also include calls disconnected because 
    of the disconnect vector timer or because they reached 
    the end of vector processing without being queued. 
    DISPOSITION
    Disposition 
    TimeThe amount of time the call waited until its disposition 
    (in the vector, in queue, and ringing). For extension 
    calls made directly to agents (not through a VDN), this 
    will always be zero.DISPTIME
    Split/Skill The number of the split or skill associated with the call 
    at its disposition in this call segment. Calls that were not 
    queued to a split or skill at the time of disposition will 
    have this item set to blank. Calls that were queued to 
    an unmeasured split or skill at the time of disposition 
    will have this item set to zero.DISPSPLIT Report 
    HeadingDescription Database Item, 
    Calculation, or 
     
    						
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