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Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

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    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Call Records Report4-53
    Ans Logid The login ID of the agent who answered the call in this 
    segment. This field is blank for unmeasured extensions 
    when EAS is not active.ANSLOGIN
    Talk Time The time an agent spends talking on a call. This does 
    not include the time the caller is on hold.TA L K T I M E
    Hold Time The total time the call was put on hold by the answering 
    agent, in seconds, in this call segment. Note that in 
    agent-to-agent calls, Hold Time is accrued for the 
    answering agent if the agent puts the call on hold, but 
    not for the other agent (who continues to accrue talk 
    time).
    For the
    DEFINITY ECS switches, Hold Time includes all 
    calls held.ANSHOLDTIME
    ACW Time The time spent, in seconds, in After Call Work (ACW) 
    related to this call by the answering agent in this 
    segment.ACWTIME
    Trans Out This indicates whether or not the answering agent 
    initiated a transfer on this call segment. Valid values for 
    Trans Out are 0=NO, 1=YES.
    For the ECS and Generic 3 switches Trs is set for any 
    call transferred.TRANSFERRED
    Conf This indicates whether or not this call segment 
    represents part of a conference (0= NO, 1=YES).
    Available on the ECS and Generic 3 switches.CONFERENCE
    Assist This indicates if the answering agent in this segment 
    requested supervisor assistance on this call (0= NO, 
    1=YES).ASSIST
    Last Call Work 
    CodeThe last call work code entered by the answering agent 
    in this segment. This database item applies to 
    DEFINITY ECS switches.LASTCWC Report 
    HeadingDescription Database Item, 
    Calculation, or 
     
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Call Work Code Report4-54
    .........................................................................................................................................................................................................................................................Call Work Code Report
    OverviewUse the Call Work Code report to track certain call activities of your call 
    center, such as special sale items, complaints, or how many times a 
    customer made a purchase based on a special sales campaign. Agents 
    enter a specific call work code that is associated with a particular call 
    activity when the activity occurs. Those entries are tracked on this report. 
    To produce data in this report, you must have  the Call Work Codes 
    feature on a 
    DEFINITY ECS Generic 3 switch. 
    Things to know about
    this reportHere are some things to know about this report:
    •The Call Work Code report is available in daily, weekly, and monthly 
    versions.
    •The database items for the Call Work Code reports are stored in the 
    dcwc (daily),  wcwc (weekly), and   mcwc (monthly) tables.
    •The range of call work codes that may be reported on cannot 
    exceed 1000.
    •Because call work codes directly affect the amount of storage space 
    required for each file system and the disk space, you must allocate 
    the number of call work codes to be saved by the CMS in the 
    System Setup-Data Storage Allocation window.
    •You must identify and specify where you want to store call work 
    code data in the System Setup-Free Space Allocation window.
    •You must assign the call work codes for which the CMS collects data 
    in the Call Center Administration-Call Work Codes window.
    •Call Work Codes can only be nine or fewer digits in each code if you 
    want to assign names to the codes in the Dictionary.
    Prerequisite system
    administrationIf you wish to run this report, you must do the following: 
    •Allocate the number of call work codes to be saved by CentreVu  
    CMS in the System Setup-Data Storage Allocation window. See 
    Chapter 9,  CMS System Setup in the 
    CentreVu Call Management 
    System Release 3 Version 8 Administration 585-210-910
     document 
    for more information.
    •Identify and specify where you want to store call work code data in 
    the System Setup-Free Space Allocation window. See Chapter 9,  
    CMS System Setup in the 
    CentreVu Call Management System 
    Release 3 Version 8 Administration 585-210-910
     document for more 
    information.
    •Assign the call work codes for which CentreVu CMS collects data in 
    the Call Center Administration-Call Work Codes window. See 
    Chapter 7, Call Center Administration in the 
    CentreVu Call 
    Management System Release 3 Version 8 Administration 585-210-
    910
     document for more information. 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Call Work Code Report4-55
    Call Work Code report
    input fieldsThe following table describes the fields on the input window. You must fill 
    in the window to run the report.
    Call Work Code report
    exampleThe following figure provides an example of a Call Work Code Report. Field Definition
    Call work code(s): Enter the call work code name(s) or number(s) that you want to view 
    in this report. 
    Date:  Enter the date for the day or the start date for the week or the month 
    you would like the report to cover. 
    •You can use the month/day/year (for example, 3/21/95).
    •You can use a - offset based on todays date (for example, -1 for 
    yesterday). 
    •When you specify a date for a weekly report, that date must correspond 
    to the week start day selected in the System Setup- Storage Intervals 
    window. If the date and day do not match, the message 
     No 
    records found 
    displays in the status line. The month start date 
    must be the first day of the month.  
    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 Work Code Report4-56
    Call Work Code report
    descriptionThe following table describes the report fields for the time period covered 
    by the report. 
    Report Heading Description Database Item, Calculation, or 
    
     Date, Week 
    Starting, Month 
    Starting The day, week, or month for which the report ran. 
    You can make these selections in the report input 
    window. ROW_DATE 
     ACD ACD name or number associated with the call 
    work code(s).syn(  ACD)
     Call Work Code Call work code number.  CWC
     Call Work Code 
    NameName associated with the call work code 
    number.syn(  CWC)
     ACD Calls Number of times the call work code was entered 
    while agents were on ACD calls or in ACW 
    associated with an ACD call. ACDCALLS 
     ACD Time Total talk time associated with ACDCALLS that 
    have this call work code. ACDTIME 
     ACW Time Total after call work time associated with 
    ACDCALLS with this call work code. ACWTIME 
     Avg ACD Time Average talk time associated with the call work 
    code. ACDTIME/  ACDCALLS,  
    
     Avg ACW Time Average after call work time associated with the 
    call work code. ACWTIME/  ACDCALLS, 
      
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Reports4-57
    Split/Skill Reports
    .........................................................................................................................................................................................................................................................Overview
    PurposeThis section describes split/skill reports.
    OrganizationThe following topics are described:
    •General Information About Split/Skill Reports
    •Split/Skill Report Selector Window
    •Split/Skill Report Input Fields
    •Split/Skill Call Profile Report
    •Split/Skill Graphical ASA Report
    •Split/Skill Graphical ASA Daily
    •Split/Skill Graphical Average Positions Staffed Report
    •Split/Skill Graphical Call Profile Report
    •Split/Skill Graphical Multi-ACD Service Level Daily
    •Split/Skill Graphical Service Level Report
    •Split/Skill Graphical Skill Overload Report
    •Split/Skill Graphical Time Spent Report
    •Split/Skill Outbound Report
    •Split/Skill Report
    •Split/Skill by Location Report
    •Split/Skill Summary Report 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    General Information About Split/Skill Reports4-58
    .........................................................................................................................................................................................................................................................General Information About Split/Skill Reports
    What a Split/Skill Report
    containsCentreVu Supervisor Split/Skill reports give you access to information on 
    your splits or skills. This information includes looking at the percentage of 
    calls answered within set service levels by split/skill, how many calls were 
    handled by each agent in a split/skill, and summarizing the activity for an 
    entire split/skill.
    Organization of Split/
    Skill reportsThe following list shows how the Split/Skill reports are structured in 
    CentreVu Supervisor.
    •Call Profile: Daily, Weekly, Monthly
    •Split/Skill Graphical Multi-ACD Service Level Daily: Daily
    •Graphical ASA
    •Graphical Average Positions Staffed 
    •Graphical Service Level: Interval
    •Graphical Call Profile: Daily
    •Graphical Skill Overload
    •Graphical Time Spent: Interval
    •Outbound: Interval, Daily, Weekly, Monthly
    •Report: Daily, Weekly, Monthly
    •Split/Skill by Location: daily
    •Summary: Interval, Daily, Weekly, Monthly
    Split/Skill report selector
    windowThe following figure is an example of the Split/Skill Report selector 
    window. The reports are explained in the same order as listed in the 
    window. 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Report Input Fields4-59
    .........................................................................................................................................................................................................................................................Split/Skill Report Input Fields
    OverviewThe reports in this section use the Split/Skill Report Input Windows. 
    Specific input information is included with the reports. The following 
    figure shows an example of the Split/Skill Report input window. You must 
    fill in the report input window to run the report.
    Split/Skill report input
    fieldsThe following table describes the input fields on historical Split/Skill report 
    input windows. Not all reports use all fields; refer to information for the 
    specific report you are running to determine what you want to view. For 
    example, you may enter an agent group, agent name, location ID, or 
    split/skill to run the report.
    All possible fields on this window are described here:
    Field Definition
    Split/Skill: Enter the appropriate split/skill name or number that you want to 
    view in this report. Any name(s) you want to appear on the report 
    must have been previously defined and entered in the Dictionary 
    subsystem.
    Date: (interval)  Enter the date you would like the report to cover. Use any of the 
    following formats:
    •A month/day/year (for example, 3/21/96).
    •A minus (-) offset based on todays date (for example, -1 for 
    yesterday).
    Dates: (daily, weekly, monthly)  Enter the date(s) you would like the report to cover:
    •Daily - enter the day(s).
    •Weekly - enter the start date for the week(s). When you specify a date 
    for a weekly report, that date must correspond to the week start day 
    selected in the System Setup-Storage Intervals window. If the date and 
    day do not match, the message No records found displays in the status 
    line.
    •Monthly - enter the first day of the month(s).
    Use any of the following formats:
    •A month/day/year (for example, 3/21/96).
    •A minus (-) offset based on todays date (for example, -1 for 
    yesterday).
    •A semicolon (;) to separate individual data entry items (for example, 3/
    21/96;3/23/96;3/25/96)
    •A hyphen (-) to designate a range of dates (for example, 3/21/96-3/25/
    96). For the weekly and monthly versions, the report includes any 
    weeks or months that begin in the range. 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Report Input Fields4-60
    Times: (interval) Enter the time you would like the report to cover. Use any of the 
    following formats:
    •AM/PM (for example, 7:30AM-5:00PM)
    •Military time (for example, 7:30-17:00).
    •You can use a - offset based on todays date (for example, -1 for 
    yesterday).
    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.
    Location Select a location ID for which to run the report. The location ID is an 
    ID number of 1 – 44 digits assigned to a 
    DEFINITY port network 
    location and the equipment assigned to that port location.  Field Definition 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Call Profile Report4-61
    .........................................................................................................................................................................................................................................................Split/Skill Call Profile Report
    OverviewThe Split/Skill Call Profile report shows the number of calls answered and 
    abandoned in time increments that you administer. This report also 
    displays your acceptable service level. See “Call Center Administration—
    Split/Skill Call Profile Setup,” in the 
    CentreVu Call Management System 
    Release 3 Version 8 Administration 585-210-910
     document for both the 
    time increments and acceptable service levels. Since this report shows 
    you how long it takes for calls to be answered or abandoned, you can 
    determine how long a caller is willing to wait for an agent before hanging 
    up. With this information, you can determine the appropriate answering 
    speed required to reduce abandoned calls.
    Things to know about
    this reportHere are some things to know about this report:
    •Calls are displayed in ten columns, with each column representing a 
    progressively longer wait time.
    •The Split/Skill Call Profile report is available in daily, weekly, and 
    monthly versions.
    •The database items for the Split/Skill Call Profile Report are stored 
    in the dsplit (daily), wsplit (weekly), and msplit (monthly) 
    tables.
    •This report uses the Split/Skill report input window. Select a split/skill 
    that you want to view on the report. See 
    Split/Skill Report Input 
    Fields (4-59) for more information.
    Split/Skill Call Profile
    report exampleThe following figure provides an example of a Split/Skill Call Profile 
    report.  
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Call Profile Report4-62
    Split/Skill Call Profile
    report descriptionThe following table describes the report fields for the time period covered 
    by the report.
    Report Heading Description Database Item, Calculation, or 
    
    Date, Week 
    Starting, Month 
    StartingThe day, week, or month for which the report ran. 
    You can make these selections in the report input 
    window. ROW_DATE 
    Split/Skill The name or number of the split/skill that is 
    selected for this report. You can make these 
    selections in the report input window. syn(SPLIT) 
    % Within Service 
    LevelThe percentage of split/skill ACD calls that were 
    queued to this split/skill and answered within your 
    administered service level.100*(  ACCEPTABLE/  
    CALLSOFFERED), 
    
    ACD  The ACD name or number for which the data was 
    collected. syn(ACD)
    Service Intervals 
    ChangedA YES appears if you changed your service 
    interval increments during the time period 
    covered by the report. A NO appears if you have 
    not changed your service interval increments. 
    The words displayed for YES or NO represent 
    the values defined in the Dictionary subsystem. syn(YES_NO)
    Acceptable 
    Service 
    ChangedA YES appears if you changed your acceptable 
    service level during the period covered by the 
    report. A NO appears if you have not changed 
    your acceptable service level. The words 
    displayed for YES or NO represent the values 
    defined in the Dictionary subsystem. syn(YES_NO)
    Seconds The values administered for the service level 
    increments. Each Secs (seconds) interval 
    represents a progressively longer wait time for a 
    call, and each interval can be a different length. PERIOD1-9
    ACD Calls The number of split/skill ACD calls answered 
    within each service level increment. ACDCALLS1-10
    Aban Calls The number of split/skill ACD calls that 
    abandoned within each service level increment. ABNCALLS1-10 
    						
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