Home > Lucent Technologies > Communications System > Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

    Download as PDF Print this page Share this page

    Have a look at the manual Lucent Technologies CentreVu Supervisor Version 8 Reports Manual online for free. It’s possible to download the document as PDF or print. UserManuals.tech offer 413 Lucent Technologies manuals and user’s guides for free. Share the user manual or guide on Facebook, Twitter or Google+.

    Page
    of 574
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical Multi-ACD Service Level Report4-73
    .........................................................................................................................................................................................................................................................Split/Skill Graphical Multi-ACD Service Level Report
    OverviewThe Split/Skill Graphical Multi-ACD Service Level Report shows the 
    Percent in Service Level achieved for a skill selected from one or more 
    ACDs for each day. You can compare a split/skill in different ACDs and 
    use the information to: 
    •Determine workload
    •Review Percent in Service Level for each ACD
    •Evaluate call-handling performance
    •Reassign agents
    •Perform other ACD configuration alternatives for balancing 
    workloads and/or reducing abandoned calls.
    Things to know about
    this reportHere are some things to know about this report:
    •You can specify a single split/skill across ACDs.
    •The Split/Skill Graphical Multi-ACD Service Level report is only 
    available in a daily version.
    •The database items used for the Split/Skill Graphical Multi-ACD 
    Service Level report are stored in the  dsplit (daily) tables.
    •The Split/Skill Graphical Multi-ACD Service Level report can include 
    information on up to eight ACDs.
    •This report is only available for DEFINITY R8 ACDs.
    Split/Skill Graphical
    Multi-ACD Service Level
    report input windowThe following figure provides an example of a Split/Skill Graphical Multi-
    ACD Service Level report input window. The report input window must be 
    filled in to run the report. 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical Multi-ACD Service Level Report4-74
    Split/Skill Graphical
    Multi-ACD Service Level
    report input fieldsThe following table describes the fields on the input window.  
    Field Definition
    Dates: (daily)  Enter the date(s) 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).
    •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).  
    First through Eighth ACD:  Enter the ACD name(s) or number(s) that corresponds to the 
    following Split(s)/Skill(s) field. 
    First through Eighth Split(s)/
    Skill(s): Enter the appropriate split/skill name(s) or number(s) 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. You can enter more than one split/ skill by using a 
    semicolon (;) to separate individual entries or using a hyphen (-) for 
    a range of values. 
    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
    Split/Skill Graphical Multi-ACD Service Level Report4-75
    Split/Skill Graphical
    Multi-ACD Service Level
    report exampleThe following figure provides an example of a Split/Skill Graphical Multi-
    ACD Service Level report. 
    Split/Skill Graphical
    Multi-ACD Service Level
    report descriptionThe following table describes the report fields for the time period covered 
    by the report.
    Report Heading Description Database Item, 
    Calculation, or 
    
    ACD The ACD name or number for which the data was 
    collected. syn(ACD)
    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) 
    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 
    Seconds The seconds in Service Level for the ACD.     
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical Service Level Report4-76
    .........................................................................................................................................................................................................................................................Split/Skill Graphical Service Level Report
    OverviewThis report shows the percentage of ACD calls answered within the 
    predefined acceptable service level and the percentage of ACD calls 
    abandoned for the date and split or skill you specify.
    Things to know about
    this reportHere are some things to know about this report:
    •The chart type can be changed. See Chapter 2, “Using Reports”, for 
    more information.
    •Each set of vertical bars is labeled with the start time for the service 
    interval. The box below the chart is a legend.
    •The database items for the Split/Skill Service Level report are stored 
    in the hsplit (intrahour interval) 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.
    Split/Skill Graphical
    Service Level report
    exampleThe following figure provides an example of a Split/Skill Graphical 
    Service Level report.  
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical Service Level Report4-77
    Split/Skill Graphical
    Service Level 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 
    Secs.:  Shows actual administered service level.  SERVICELEVEL
    Split/Skill: The name or number of the split/skill that you are 
    currently viewing.syn(SPLIT) 
    Acceptable 
    Service 
    Changed:Shows whether or not the service level was 
    changed. AYES appears if the acceptable 
    service level changed during the period covered 
    by the report. Otherwise, a NO appears.syn(SVCLEVELCHG)
    % Within Service 
    LevelPercentage of ACD calls that were answered by 
    an agent within the predefined acceptable 
    service level for the time period shown in the 
    report. 
    % Aban Calls Percentage of ACD calls that were abandoned 
    for the time period shown in the report.  
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical Skill Overload Report4-78
    .........................................................................................................................................................................................................................................................Split/Skill Graphical Skill Overload Report
    OverviewThe Graphical Skill Overload report shows how much time each skill has 
    spent in normal versus overload condition for the intervals specified for a 
    particular day.
    If 
    CentreVu Advocate is not activated, the fields of the report which 
    pertain to 
    CentreVu Advocate will not be populated.
    Things to know about
    this reportHere are some things you need to know about this report:
    •You can access this report from the Historical Split/Skill Category 
    selector menu.
    •The Graphical Skill Overload report is available in a daily version.  
    •This report displays a horizontal bar chart with a horizontal bar for 
    each skill.
    •If you notice a trend toward increased time in overload state, you 
    may need to train or hire additional agents for that skill.
    •The database items used for this report are stored in the  dsplit 
    table.
    •This report uses the Split/Skill Report Input Window. Select a skill 
    that you want to view on the report.  See 
    Split/Skill Report Input 
    Fields (4-59) for more information.
    Split/Skill Graphical Skill
    Overload report exampleThe following figure is an example of a Graphical Skill Overload report: 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical Skill Overload Report4-79
    Split/Skill Graphical Skill
    Overload report
    descriptionThe following table describes the report fields:
    Report Heading Description Database Item, Calculation, or 
    
    Date  The day for which the report was run (selected in 
    the report input window). ROW_DATE 
    Split/Skill The name or number of the splits/skills selected 
    for this report.syn(  SPLIT) 
    Normal The time the skill spent under all of the 
    thresholds.  I_NORMTIME 
    Overload1 The time the skill spent over threshold 1 and 
    under threshold 2. I_OL1TIME  
    Overload2 The time the skill spent over threshold 2.  I_OL21TIME   
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical Time Spent Report4-80
    .........................................................................................................................................................................................................................................................Split/Skill Graphical Time Spent Report
    OverviewThis report shows how much time the agents staffed in the specified split 
    or skill spent in each work state. It also shows the composite time spent 
    in the AUX work state for each of the reason codes defined for this Call 
    Center.
    Things to know about
    this reportHere are some things to know about this report:
    •Call center supervisors can use this report to estimate how much 
    time agents in this split/skill spent on ACD calls, in available state, in 
    ACW, in AUX, etc. for a particular day. This report enables 
    supervisors to tell how much time the agents in this split/skill spent 
    in AUX work state for each of the reason codes defined for this call 
    center.
    •This report can display a three-dimensional pie chart that shows the 
    amount of time (in hours and minutes) that the agent spent in each 
    work state.
    •By default, the percentage is shown inside of each section of the pie 
    chart.
    •A legend displays a different color for each of the agent work states 
    (dictionary-defined synonym for each work state).
    •This report displays a three-dimensional pie chart that shows the 
    reason codes for the time that the agents spent in AUX work mode.
    •The percentage of AUX time (in hours and minutes) agents spent in 
    AUX for each reason code is displayed inside the slice of the pie 
    chart.
    •A legend to the right of the pie chart shows a different color for each 
    of the reason codes. This legend contains the dictionary-defined 
    reason codes or numbers (if the reason codes have not been 
    defined in Dictionary).
    •The database items used for the Split/Skill Graphical Skill Time 
    Spent report are stored in the hsplit (intrahour) and  dsplit 
    (daily) tables.
    •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 Time Spent Report4-81
    Split/Skill Graphical Time
    Spent report exampleThe following figure provides an example of a Split/Skill Graphical Skill 
    Time Spent report. 
    Split/Skill Graphical Skill
    Time Spent report
    descriptionThe following table describes the report fields for the time period covered 
    by the report. 
    Report Heading Description Database Item, Calculation, or 
    
    Split/Skill: The name or number of the split/skill you are 
    currently viewing.syn(  SPLIT) 
    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 
    POSITIONS were available for calls from this 
    split/skill. I_AVAILTIME
    ACW  The time during the collection interval that 
    POSITIONS were in AUX in this split/skill. This 
    includes I_AUXINTIME and I_AUXOUTTIME.   
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Graphical Time Spent Report4-82
    RINGING The time during the collection interval that agents 
    were in the ringing state for calls to this split/skill. 
    If the agent changes work modes or answers/
    makes another call instead of answering the 
    ringing call, I_RINGTIME will stop accumulating. 
    RINGTIME is the time that the caller spends 
    ringing and is independent of agent activity. I_RINGTIME 
    ACD  The time during the collection interval that 
    POSITIONS were on split/skill ACD calls for this 
    split/skill.  
    AUX  The time during the collection interval that 
    POSITIONS are in AUX in this split/skill. I_AUXTIME
    OTHER  The time during the collection interval that 
    POSITIONS were doing other work. I_OTHERTIME
    Reason Code 0 The time during the collection interval that 
    POSITIONS were in AUX for reason code 0 in 
    this split/skill. This includes time on extension 
    calls from this AUX state.
    For switches using AUX reason codes, this 
    represents the time agents spent in system 
    AUX.
    For switches not using AUX reason codes, 
    I_AUXTIME0 is the same as I_AUXTIME. I_AUXTIME0 
    Reason Code
    1-9The time during the collection interval that 
    POSITIONS were in AUX for each reason code 
    1-9 in this skill. This includes the time on 
    extension calls from each AUX state. I_AUXTIME1-9 Report Heading Description Database Item, Calculation, or 
     
    						
    All Lucent Technologies manuals Comments (0)

    Related Manuals for Lucent Technologies CentreVu Supervisor Version 8 Reports Manual