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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 Outbound Report4-83
    .........................................................................................................................................................................................................................................................Split/Skill Outbound Report
    OverviewThe Split/Skill Outbound report displays the numbers and average talk 
    times for each type of outbound call for a given split/skill. It is useful 
    primarily for splits/skills that use an adjunct to deliver outbound ACD calls 
    or to dial outbound extension calls.
    Things to know about
    this reportHere are some things to know about this report:
    •This report requires the Outgoing Call Management application of 
    ASAI.
    •The Split/Skill Outbound report is available in interval, daily, weekly, 
    and monthly versions.
    •The database items for the Split/Skill Outbound report are stored in 
    the hsplit (interval),  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 Outbound
    report exampleThe following figure provides an example of a Split/Skill Outbound report. 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Outbound Report4-84
    Split/Skill Outbound
    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 that is 
    selected for this report. You can make these 
    selections in the report input window.syn(SPLIT)
    Time (for interval 
    reports only)The intrahour intervals for which the report shows 
    data, as selected in the report input window.STARTTIME, 
    STARTTIME+INTRVL
    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
    Outbound ACD 
    CallsThe number of outbound ACD calls placed by an 
    adjunct processor and queued to this split/skill 
    and answered by agents for this split/skill.O_ACDCALLS
    Avg Outbound 
    ACD TimeThe average time the agents spent talking on 
    outbound ACD calls placed by an adjunct for this 
    split/skill.O_ACDTIME/O_ACDCALLS
    Avg ACW Time 
    (Outbound ACD)The average time the agents spent in after call 
    work associated with outbound ACD calls placed 
    by an adjunct for this split/skill.O_ACWTIME/O_ACDCALLS
    Extn  Out  Calls The number of outbound extension calls made by 
    agents logged into this split/skill during the period 
    covered. Direct agent ACW out calls are not 
    included.
    For agents in multiple splits/skills, outbound AUX 
    extension calls are included here if this split/skill 
    is the first one that the agent logged into, unless 
    the agent has an ACD call on hold. In this case 
    the outbound call is recorded for the split/skill 
    associated with the ACD call.ACWOUTCALLS+
    AUXOUTCALLS
      
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Outbound Report4-85
    Avg Extn Out 
    Tim eThe average time agents in this split/skill spent 
    talking on outbound extension calls.
    For agents in multiple splits/skills, time spent on 
    outbound AUX extension calls are included here 
    if this split/skill is the first one that the agent 
    logged into, unless the agent has an ACD call on 
    hold. In this case the outbound call is recorded 
    for the split/skill associated with the ACD call.(ACWOUTTIME+
    AUXOUTTIME)/ 
    (ACWOUTCALLS+
    AUXOUTCALLS)
    Adjunct Dialed 
    Extn CallsThe number of outbound extension calls for this 
    split/skill that were placed by an adjunct for an 
    agent; these are also referred to as keyboard-
    dialed calls.ACWOUTADJCALLS + 
    AUXOUTADJCALLS Report Heading Description Database Item, Calculation, or 
     
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Report4-86
    .........................................................................................................................................................................................................................................................Split/Skill Report
    OverviewThe Split/Skill Report shows the calls handled, agent time and assists, 
    and transfers and holds for each agent in a split/skill. This report shows 
    only the time each agent worked in this particular split/skill. An agent 
    could have worked in other splits/skills during the day. 
    Things to know about
    this reportHere are some things to know about this report:
    •The Split/Skill Report is available in daily, weekly, and monthly 
    versions.
    •The database items for the Split/Skill Report are stored in the  
    dagent (daily), wagent (weekly), and magent (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 report exampleThe following figure provides an example of a Split/Skill report.  
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Report4-87
    Split/Skill report
    descriptionThe following table describes the report fields for the time period covered 
    by the report.
    Report 
    HeadingDescription Database Item, 
    Calculation, or 
    
    Date, Week 
    Starting, 
    Month 
    Starting:The day, week, or month for which the report ran. You 
    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) 
    ACD  The ACD name or number for which the data was 
    collected.syn(  ACD)
    Agent Name The names or login IDs of the agents that logged into the 
    split/skill selected in the report input window.  syn(LOGID)
    ACD Calls The number of split/skill and direct agent ACD calls 
    answered by the agent that connected during interval. 
    Direct agent calls are included if this is the direct agent 
    skill, or the direct agent skill is not measured by  CMS and 
    this is the first skill the agent logged into. This total also 
    includes O_ACDCALLS if you have the Outgoing Call 
    Management application on ASAI. The O_ACDCALLS is 
    the number of ACDCALLS that were placed by an adjunct 
    on behalf of a split/skill; this is also referred to as 
    predictive dialing. ACDCALLS + 
    DA_ACDCALLS, 
    
    Avg ACD Time The average time the agent spent talking on ACD calls for 
    this split/skill that completed during the period covered.
    Direct agent time is included:
    •if this is the direct agent skill
    •if the direct agent skill is not measured by CMS and this is 
    the first skill the agent logged into.
    •if the Direct Agent skill is not assigned, but the agent 
    receives Direct Agent calls.
    This average includes O_ACDTIME if you have Outgoing 
    Call Management (OCM).(  ACDTIME+  
    DA_ACDTIME)/ 
    (  ACDCALLS+  
    DA_ACDCALLS), 
     
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Report4-88
    Avg ACW 
    TimeThe average time the agent spent in ACW for ACD and 
    direct agent calls for this split/skill during the time period 
    covered by the report.
    Direct agent calls are included:
    •if this is the direct agent skill
    •if the direct agent skill is not measured by CMS and this is 
    the first skill the agent logged into.
    •if the Direct Agent skill is not assigned, but the agent 
    receives Direct Agent calls.
    This average includes O_ACWTIME if you have Outgoing 
    Call Management (OCM).(  ACWTIME+  
    DA_ACWTIME)/ 
    (ACDCALLS+  
    DA_ACDCALLS), 
     
    ACD Time The total time the agent spent on split/skill ACD calls for 
    this split/skill during the period.
    Direct agent time is included:
    •if this is the direct agent skill
    •if the direct agent skill is not measured by CMS and this is 
    the first skill the agent logged into.
    •if the Direct Agent skill is not assigned, but the agent 
    receives Direct Agent calls.
     I_ACDTIME+  
    I_DA_ACDTIME, 
    
    ACW Time The total time the agent spent working in after call work 
    activities for this split/skill and direct agent ACD calls 
    attributed to this split/skill. I_ACWTIME+  
    I_DA_ACWTIME, 
    
    Agent Ring 
    TimeThe total time split/skill and direct agent calls rang before 
    the agent answered. Ring applies to 
    DEFINITY ECS 
    Generic 3 switches only. I_RINGTIME  Report 
    HeadingDescription Database Item, 
    Calculation, or 
     
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Report4-89
    Other Time The time agents spent doing other work.
    For all switches other time is accumulated when:
    •An agent first logs into the switch. CentreVu CMS tracks 
    the agent time as other time until the switch notifies 
    CentreVu  CMS of the agents state
    •The link between CMS and the switch becomes 
    operational. The switch notifies CMS of all agents who are 
    logged in. CMS assumes these agents are in the other 
    state until the switch sends it notification of each agents 
    current state.
    For Generic 3 switches, other time is accumulated when 
    agents in Auto-In or Manual-In:
    •Put any call on hold while not doing any other activity
    •Dialed to place a call or to activate a feature
    •Had a personal call ringing with no other activity
    •Were available for other, multiple call handling skills, but 
    not for this skill
    •Were logged into multiple splits/skills and were doing work 
    for a split/skill other than this split/skill (on an ACD call or in 
    call- related ACW).
     I_OTHERTIME
    AUX Time The total time the agent spent in auxiliary work for the 
    split/skill. I_AUXTIME 
    Avail Time The total time the agent spent waiting for an ACD call in 
    the split/skill. I_AVAILTIME
    Staffed Time The total time the agent was logged into the split/skill for 
    the period covered. I_STAFFTIME
    Assists The number of calls for which an agent requested 
    supervisor assistance for the split/skill. Assists for direct 
    agent calls are included here. ASSISTS 
    Trans Out The number of calls transferred by this agent to another 
    destination during the specified time period. For 
    DEFINITY ECS Generic 3 switches, any call transferred. TRANSFERRED
    Held Calls The number of calls the agent put on hold. This is any 
    type of call for 
    DEFINITY ECS Generic 3 switches. HOLDCALLS 
    Avg Hold Time The average time callers spent on hold at the agent. This 
    is any type of call for 
    DEFINITY ECS Generic 3 switches. HOLDTIME/  
    HOLDCALLS, 
      Report 
    HeadingDescription Database Item, 
    Calculation, or 
     
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill by Location Report4-90
    .........................................................................................................................................................................................................................................................Split/Skill by Location Report
    OverviewThe Split/Skill by Location Report shows the calls handled, agent time, 
    location ID for the agent terminal, and work, AUX, and other time for each 
    agent in a split/skill. This report shows only the time each agent worked in 
    this particular split/skill. An agent could have worked in other splits/skills 
    during the day. This report supports the Agent Site Tracking feature, 
    which must be enabled to see meaningful data on the report.
    Things to know about
    this reportHere are some things to know about this report:
    •The Split/Skill by Location Report is available in a daily version only.
    •The database items for the Split/Skill by Location Report are stored 
    in the dagent (daily) 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 by Location
    report exampleThe following figure provides an example of a Split/Skill by Location 
    report.  
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill by Location Report4-91
    Split/Skill report
    descriptionThe following table describes the report fields for the time period covered 
    by the report.
    Report 
    HeadingDescription Database Item, 
    Calculation, or 
    
    Date Starting: The day for which the report ran. You 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) 
    Location IDs The location ID(s) associated with the agents. These 
    IDs is not associated with the agents personally, but 
    rather with the terminal the agents are 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
    Agent Name The names or login IDs of the agents that logged into 
    the split/skill selected in the report input window. syn(LOGID) 
    Location ID The location ID 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
    ACD Calls The number of split/skill and direct agent ACD calls 
    answered by the agent that connected during interval. 
    Direct agent calls are included if this is the direct agent 
    skill, or the direct agent skill is not measured by  CMS 
    and this is the first skill the agent logged into. This total 
    also includes O_ACDCALLS if you have the Outgoing 
    Call Management application on ASAI. The 
    O_ACDCALLS is the number of ACDCALLS that were 
    placed by an adjunct on behalf of a split/skill; this is also 
    referred to as predictive dialing. ACDCALLS + 
    DA_ACDCALLS, 
     
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill by Location Report4-92
    Avg ACD Time The average time the agent spent talking on ACD calls 
    for this split/skill that completed during the period 
    covered.
    Direct agent time is included:
    •if this is the direct agent skill
    •if the direct agent skill is not measured by CMS and this 
    is the first skill the agent logged into.
    •if the Direct Agent skill is not assigned, but the agent 
    receives Direct Agent calls.
    This average includes O_ACDTIME if you have 
    Outgoing Call Management (OCM).(  ACDTIME+  
    DA_ACDTIME)/ (  
    ACDCALLS+  
    DA_ACDCALLS), 
    
    Avg ACW 
    TimeThe average time the agent spent in ACW for ACD and 
    direct agent calls for this split/skill during the time 
    period covered by the report.
    Direct agent calls are included:
    •if this is the direct agent skill
    •if the direct agent skill is not measured by CMS and this 
    is the first skill the agent logged into.
    •if the Direct Agent skill is not assigned, but the agent 
    receives Direct Agent calls.
    This average includes O_ACWTIME if you have 
    Outgoing Call Management (OCM).(  ACWTIME+  
    DA_ACWTIME)/ (  
    ACDCALLS+  
    DA_ACDCALLS), 
     
    ACD  Time The total time the agent spent on split/skill ACD calls for 
    this split/skill during the period.
    Direct agent time is included:
    •if this is the direct agent skill
    •if the direct agent skill is not measured by CMS and this 
    is the first skill the agent logged into.
    •if the Direct Agent skill is not assigned, but the agent 
    receives Direct Agent calls.
     I_ACDTIME+  
    I_DA_ACDTIME,  
    
    ACW Time The total time the agent spent working in after call work 
    activities for this split/skill and direct agent ACD calls 
    attributed to this split/skill. I_ACWTIME+  
    I_DA_ACWTIME , 
    
    Agent Ring 
    TimeThe total time split/skill and direct agent calls rang 
    before the agent answered. Ring applies to  
    DEFINITY 
    ECS Generic 3 switches only. I_RINGTIME  Report 
    HeadingDescription Database Item, 
    Calculation, or 
     
    						
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