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Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

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    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Call Profile Report4-63
    ACD Calls The number of split/skill ACD calls that were 
    queued to this split/skill and answered by an 
    agent for this split/skill. This total also includes 
    O_ACDCALLS if you have the Outgoing Call 
    Management (OCM) application of ASAI. The 
    O_ACDCALLS is the number of ACDCALLS that 
    were placed by an adjunct; this is also referred to 
    as predictive dialing. ACDCALLS 
    Avg Speed Ans The average time the split/skill ACD calls were 
    waiting in queue and ringing before being 
    answered by an agent. ANSTIME/  ACDCALLS, 
    
    % Ans Calls The percentage of calls queued to the split/skill 
    that were answered by agents for this split/skill.100*(  ACDCALLS/  
    CALLSOFFERED), 
    
     Aban Calls The number of ACD calls to the split/skill that 
    disconnected while either waiting in queue (if this 
    was the first split/skill the call was queued to), or 
    while ringing. This total includes calls with talk 
    time less than the phantom abandoned call timer 
    value, if it is set. This total also includes 
    O_ABNCALLS if you have OCM. The 
    O_ABNCALLS is the number of outbound ACD 
    calls that were abandoned by the far end. ABNCALLS 
    Avg Aban Time The average time the split/skill ACD calls were 
    waiting in queue or ringing before abandoning. ABNTIME/  ABNCALLS, 
    
    % Aban Calls The percentage of calls queued to the split/skill 
    that abandoned before being answered by an 
    agent.100*(  ABNCALLS/ (  
    CALLSOFFERED)), 
     Report Heading Description Database Item, Calculation, or 
     
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical ASA Report4-64
    .........................................................................................................................................................................................................................................................Split/Skill Graphical ASA Report
    OverviewThe Split/Skill Graphical ASA (Average Speed of Answer) report shows 
    the average speed of answer for ACD calls answered in each selected 
    split/skill for each selected interval.
    Things to know about
    this reportHere are some things to know about this report:
    •The database items for the Split/Skill Graphical ASA report are 
    stored in the dsplit (current interval) and hsplit (intrahour 
    interval) tables.
    •The chart type can be changed. See Chapter 2, “Using Reports”, for 
    more information.
    •This report is only available through the CentreVu Supervisor 
    interface.
    •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.
    •This report is only available for DEFINITY R8 ACDs. 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical ASA Report4-65
    Split/Skill Graphical ASA
    report exampleThe following figure provides an example of a Split/Skill Graphical ASA 
    report. 
    Split/Skill Graphical ASA
    report descriptionThe following table describes the report fields for the time period covered 
    by the report.
    Report Heading Description Database Item, 
    Calculation, or 
    
     Date: The day for which the report was run (selected in the 
    report input window). ROWDATE 
     Start Time 
    (Interval)The start time of the interval for which the data was 
    collected. (This field displays only for the Interval report.) STARTTIME 
     Split/Skill The name or number of the split/skill you are currently 
    viewing. syn(SPLIT) 
     Average Speed 
    of Ans - SecondsThe value in seconds of the average speed of answer for 
    the split/skill during the time period covered in the report.  
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical Average Positions Staffed Report4-66
    .........................................................................................................................................................................................................................................................Split/Skill Graphical Average Positions Staffed Report
    OverviewThis report is available for customers who have purchased CentreVu 
    Advocate and the 
    DEFINITY ECS R6 or later. This report shows, for a 
    specified skill, the maximum agent positions allocated for the skill, as well 
    as the average positions staffed. This allows call center supervisors to 
    see historically how many agents were counted on for a skill in 
    comparison to how many agents were actually available on the skill. 
    Things to know about
    this reportHere are some things to know about this report:
    •This report is available only on the DEFINITY‚ ECS R6 or later with 
    EAS. If 
    CentreVu Advocate is not activated, then the fields on the 
    report that pertain to 
    CentreVu Advocate will not populate.
    •This report is accessed from the historical folder of the report 
    selector window, via the Split/Skill category, under “Graphical 
    Average Positions Staffed.” 
    •The report input window allows the user to specify a skill name or 
    number, the time intervals, and the report destination. 
    •The caption displayed on the report is “Average Positions Staffed - 
    xxx” where xxx is the skill string name specified by the user in the 
    Name Format window. 
    •The date for which the report is run displays at the top right of the 
    report. 
    •The primary component of this report is a 2-D vertical bar chart.
    •The chart contains the following components:
    – The y-axis of the chart has gradients for the number of agents.
    – The x-axis of the chart displays the specified time intervals.  
    – The legend displays “Max Post Allocated” and “Avg Pos 
    Staffed.” 
    •The database items for the Split/Skill Graphical ASA report are 
    stored in the dsplit (current interval) and hsplit (intrahour 
    interval) 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. 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical Average Positions Staffed Report4-67
    Split/Skill Graphical
    Average Positions
    Staffed report exampleThe following figure provides an example of a Split/Skill Graphical 
    Average Positions Staffed report. 
    Split/Skill Graphical
    Average Positions
    Staffed report
    descriptionThe following table describes the report fields for the time period covered 
    by the report.
    Report Heading Description Database Item, 
    Calculation, or 
    
     Date: The day for which the report was run (selected in the 
    report input window). ROWDATE 
     Split/Skill The name or number of the split/skill you are currently 
    viewing. syn(SPLIT) 
     Max Pos Allocated  The maximum agent positions allocated for this skill.  MAX_DEDICATED_AGT
    Avg Pos Staffed The average positions staffed for this skill.  AVG_EQV_AG_STFD 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical ASA Daily Report4-68
    .........................................................................................................................................................................................................................................................Split/Skill Graphical ASA Daily Report
    OverviewThe Split/Skill Graphical ASA (Average Speed of Answer) Daily report 
    shows the average speed of answer for ACD calls answered in selected 
    splits/skills for selected days.
    Things to know about
    this reportHere are some things to know about this report:
    •The database items for the Split/Skill Graphical ASA Daily report are 
    stored in the dsplit (current interval)  tables.
    •The chart type can be changed. See Chapter 2, “Using Reports”, for 
    more information.
    •The bottom right of the report contains a status bar that displays the 
    name of the ACD chosen through the Report Selector dialog box. A 
    legend on the right side of the report shows the names of the 
    selected splits/skills.
    •This report is only available through the CentreVu Supervisor 
    interface.
    •This report uses the Split/Skill report input window. Select the splits/
    skills that you want to view on the report and the days for which you 
    want to view ASA. See 
    Split/Skill Report Input Fields (4-59) for more 
    information. 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical ASA Daily Report4-69
    Split/Skill Graphical ASA
    Daily report exampleThe following figure provides an example of a Split/Skill Graphical ASA 
    Daily report.
    Split/Skill Graphical ASA
    report descriptionThe following table describes the report fields for the time period covered 
    by the report.
    Report Heading Description Database Item, 
    Calculation, or 
    
     Dates The days for which the report was run (selected in 
    the report input window). ROWDATE 
    Split/Skill The name of the split/skill you are currently viewing.  syn(SPLIT) 
     Average Speed of 
    Ans - SecondsThe value in seconds of the average speed of 
    answer for the split/skill during the time period 
    covered in the report. 
     
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical Call Profile Report4-70
    .........................................................................................................................................................................................................................................................Split/Skill Graphical Call Profile Report
    OverviewThis report shows how well the split or skill you specify performed 
    compared to your call centers predefined service levels for the date you 
    specify.
    Things to know about
    this reportHere are some things to know about this report:
    •This report has four charts and displays a collection of split/skill call 
    profile related data items at the top of the report. A legend appears 
    to the right of each chart.
    •The three-dimensional pie chart in the upper-left quadrant shows 
    the percentage of ACD calls answered within the Acceptable 
    Service Level and the percentage of ACD calls answered outside 
    this level. The numerical value represented by each pie piece is 
    shown inside the pie chart, and the boxes to the right of each graph 
    are a legend.
    •The three-dimensional pie charts on the right side of the report show 
    the Percentage Answered Distribution (upper right quadrant) and 
    the Percentage Abandoned Distribution (lower right quadrant) for 
    each service level increment. The numerical value represented by 
    each pie piece is shown inside the pie chart.
    •The horizontal bar chart in the lower-left quadrant shows the actual 
    number of ACD calls answered within each service interval. The 
    horizontal axis represents the number of calls answered or 
    abandoned. The vertical axis represents the customers service 
    intervals. For each of these intervals, two horizontal bars are 
    displayed. One bar shows the number of answered ACD calls, and 
    the other bar shows the number of abandoned calls.
    •The number displayed for each service interval is the upper limit of 
    the interval. For example, if the first two intervals are 5 and 10, the 
    first data point on the graph indicates the number of calls answered/
    abandoned within 0-5 seconds, the second data point indicates the 
    number of calls answered/abandoned within 6-10 seconds.
    •Other chart styles are available and can be changed.
    •The database items for the Split/Skill Call Profile report are stored in 
    the dsplit table.
    •This report is only available through the CentreVu Supervisor 
    interface.
    •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. 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical Call Profile Report4-71
    Split/Skill Graphical Call
    Profile report exampleThe following figure provides an example of a Split/Skill Graphical Call 
    Profile report. 
    Split/Skill Graphical 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:  The day for which the report was run (selected in 
    the report input window). ROW_DATE 
    ACD Calls: The number of calls answered within the split/skill 
    for that day. ACDCALLS 
    Service Level The number of seconds defined by the customer 
    as acceptable for answering calls. SERVICELEVEL
    Split/Skill: The name or number of the split/skill. syn(  SPLIT) 
    Aban Calls: The number of split/skill calls abandoned for that 
    day. ABNCALLS  
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical Call Profile Report4-72
    Acceptable 
    Service 
    Changed:Shows whether or not the acceptable service 
    level was changed. A YES appears if the 
    acceptable service level changed during the 
    period covered by the report. Otherwise, a NO 
    appears.syn(  SVCLEVELCHG)
    Service Intervals 
    Changed:A YES appears if service intervals were 
    changed during the period covered by the report.syn(  PERIODCHG)
    Service Interval 
    Calls AnsweredPercentage of split/skill ACD calls that were 
    answered by an agent within the predefined 
    acceptable service level. Calls to the split/skill 
    include abandoned calls, calls not answered, and 
    outbound ACD calls placed by an adjunct (for 
    example, outbound predictive dialing—Generic 3 
    switches with the ASAI feature). Calls that were 
    not answered may include forced busy calls, 
    forced disconnect calls, calls redirected to 
    another destination, and calls queued to more 
    than one split and answered in another split/skill. 
    For Generic 3 switches, Percent Within Service 
    Level does not include direct agent calls.< 
    Service Interval 
    Answers and 
    Abandons Percentage of split/skill ACD calls that were 
    answered by an agent within the predefined 
    acceptable service level. Calls to the split/skill 
    include abandoned calls, calls not answered, and 
    outbound ACD calls placed by an adjunct. 
    Outbound predictive dialing—Generic 3 switches 
    with the ASAI feature only. Calls that were not 
    answered may include forced busy calls, forced 
    disconnect calls, calls redirected to another 
    destination, and calls queued to more than one 
    split and answered in another split/skill. For 
    Generic 3 switches, Percent Within Service Level 
    does not include direct agent calls.< 
    % Answered 
    DistributionGraphically displays the distribution of all of the 
    incoming calls that were answered within each of 
    the defined service levels. ACDCALLS1-10
    % Abandoned 
    DistributionGraphically displays the distribution of all of the 
    incoming calls that were abandoned within each 
    of the defined service levels. ABNCALLS1-10 Report Heading Description Database Item, Calculation, or 
     
    						
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