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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 by Location Report4-93
    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
    To t a l  A C D  
    CallsThe total number of ACD calls received on the skill for 
    the selected date. sum (TOTAL_ACDCALLS)
    Total Avg ACD 
    Tim eThe total average ACD time on the skill for the selected 
    date.AVG_AGENT_TALK_SUM
    To t a l  A v g  
    ACW TimeThe total average ACW time on the skill for the selected 
    date.AVG_AGENT_ACW_TIME
    To t a l  A C D  
    Tim eThe total ACD time for the skill for the selected date. sum(TOTAL_I_ACD_TIME)
    To t a l  A C W  
    Tim eThe total ACW time for the skill for the selected date. sum(TOTAL_I_ACW_TIME)
    Total Agent 
    Ring TimeThe total agent ring time for the skill for the selected 
    date.sum(I_RINGTIME) Report 
    HeadingDescription Database Item, 
    Calculation, or 
     
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill by Location Report4-94
    Total Agent 
    Other TimeThe total agent other time for the skill for the selected 
    date.sum(I_OTHERTIME)
    Total Agent 
    AUX TimeThe total agent AUX time for the skill for the selected 
    date.sum(I_AUXTIME)
    Total Agent 
    Avail TimeThe total agent avail time for the skill for the selected 
    date.sum(I_AVAILTIME)
    Total Agent 
    Staffed TimeThe total agent staffed time for the skill for the selected 
    date.sum(I_STAFFTIME) Report 
    HeadingDescription Database Item, 
    Calculation, or 
     
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Summary Report4-95
    .........................................................................................................................................................................................................................................................Split/Skill Summary Report
    OverviewThe Split/Skill Summary report summarizes the activity for an entire split 
    or skill by time. You could use this report to analyze the overall 
    performance of a split/skill or to compare two or more comparable splits/
    skills.
    Things to know about
    this reportHere are some things to know about this report:
    •For DEFINITY ECS /Generic 3 switches with vectoring, calls that 
    queued to this split or skill as the second or third split/skill in the 
    VDN, but the disposition of the call (answered, abandoned, 
    outflowed) was recorded for another split/skill.
    •Direct agent call data are not included in any of the Split/Skill 
    Summary reports. Direct agent calls are considered calls to the 
    agent instead of calls to the split/skill. If you wish to include direct 
    agent calls as split/skill calls, you can create a Designer report using 
    the agent table data.
    •The Split/Skill Summary report is available in interval, daily, weekly, 
    and monthly versions.
    •The database items for the Split/Skill Summary 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. 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Summary Report4-96
    Split/Skill Summary
    report exampleThe following figure provides an example of a Split/Skill Summary report.
    Split/Skill Summary
    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, 
    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
    Avg Speed Ans The average time the completed split/skill ACD calls were 
    waiting in queue and ringing before being answered by an 
    agent.ANSTIME/
    ACDCALLS 
     
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Summary Report4-97
    Avg Aban Time The average time the split/skill ACD calls were waiting in 
    queue or ringing before abandoning.ABNTIME/
    ABNCALLS 
    
    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 application of ASAI (OCM). The 
    O_ACDCALLS is the number of ACDCALLS that were 
    placed by an adjunct; this is also referred to as predictive 
    dialing.ACDCALLS
    Avg ACD Time The average time the agents spent talking on ACD calls for 
    this split/skill that completed during the interval. This average 
    includes O_ACDTIME if you have OCM.ACDTIME/
    ACDCALLS 
    
    Avg ACW Time The average time the agents spent in after call work 
    associated with ACD calls for this split/skill. This average 
    includes O_ACWTIME if you have OCM.ACWTIME/
    ACDCALLS 
    
    Aban Calls The number of ACD calls to the split/skill that abandoned 
    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
    Max Delay The maximum time that a caller waited in queue and ringing 
    before:
    •being answered
    •abandoning
    •being redirected
    •receiving a busy signal
    •being disconnected.
    The value shown in the Totals line for this column is the 
    maximum of the Max Delay values shown in the individual 
    intervals.MAXOCWTIME Report Heading Description Database Item, 
    Calculation, or 
     
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Summary Report4-98
    Flow In The number of calls that were redirected to this split/skill 
    queue from another queue. The following calls are 
    considered inflows:
    •For switches without vectoring, calls that intraflow from another 
    splits queue to this splits queue.
    •With multiple split/skill queuing ( DEFINITY ECS switches 
    with vectoring), calls that queue to this split/skill as a 
    nonprimary split/skill and are either answered by an agent in 
    this split/skill or abandoned from ringing in this split/skill.
    •For DEFINITY ECS Generic 3 Version 2 and later Generic 3 
    switches, calls that ring at an agent in this split/skill and then 
    requeue to the same split/skill by the “Redirection on No 
    Answer to a Split/Skill” feature.
    •When a call leaves a VDN (for example by routing to a 
    VDN) or leaves vector processing (for example by 
    routing to a split/skill), the next split/skill to which the call 
    queues is not credited with an inflow.INFLOWCALLS
    Flow Out The number of calls offered to this split/skill that were 
    redirected to another destination.
    For switches without vectoring, calls that intraflow or 
    interflow to another destination are counted as outflows.
    For switches with vectoring, an outflow is counted:
    •If the call routes to another VDN.
    •If the call routes to a number or digits.
    For DEFINITY ECS switches with vectoring, an outflow is 
    also counted:
    •If the call queues to this split/skill as the primary split/skill and 
    is redirected by the Redirection on No Answer feature (Generic 
    3 Version 2 and 
    DEFINITY ECS switches)
    •If the call queues to a messaging split/skill
    •If the call rang at an agent in this split/skill and was answered 
    using call pickup
    •If the call queued to this split/skill as primary and was either 
    answered by an agent in a nonprimary split/skill or abandons 
    from ringing at an agent in a nonprimary split/skill.
    OUTFLOWCALLS Report Heading Description Database Item, 
    Calculation, or 
     
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Summary Report4-99
    Extn Out Calls The number of outbound extension calls made by agents 
    logged into this split/skill. 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 
    
     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 is 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) 
    
    Dequeued Calls For switches with multiple split/skill queuing, the number of 
    calls queued to this split/skill as a nonprimary split/skill (that 
    is, this was not the first split/skill to which the call queued) for 
    which the disposition (answered, outflowed, abandoned, 
    busy, forced disconnect) was recorded in another split/skill. DEQUECALLS 
    Avg Time to 
    DequeueFor switches with multiple split/skill queuing, average time 
    the dequeued calls spent queued to this split/skill before 
    leaving the queue.DEQUETIME/
    DEQUECALLS
    % ACD Time The percentage of staffed time that agents in this split/skill 
    spent on ACD calls and in after call work for this split/skill.100*(I_ACDTIME+ 
    I_ACWTIME)/
    I_STAFFTIME) 
    
    % Ans Calls The percentage of calls queued to this split/skill that were 
    answered by agents for this split/skill.100*(ACDCALLS/ 
    CALLSOFFERED) 
     Report Heading Description Database Item, 
    Calculation, or 
     
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Summary Report4-100
    Avg Pos Staff 
    (Interval report 
    only)The average number of positions staffed in this split/skill 
    during the interval.I_STAFFTIME/ 
    (INTRVL*60)
    Calls Per Pos 
    (Interval report 
    only)The average number of calls answered by each position 
    staffed during the interval. (If an agent is staffed for part of an 
    interval, the calculation reports what the agent would have 
    handled had the agent been staffed during the entire 
    interval.)(60 * INTRVL * 
    ACDCALLS)/ 
    I_STAFFTIME 
     Report Heading Description Database Item, 
    Calculation, or 
     
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    System Reports4-101
    System Reports
    .........................................................................................................................................................................................................................................................Overview
    PurposeThis section describes system reports.
    OrganizationThis following topics are described:
    •General Information About System Reports
    •System Report Selector Window
    •Graphical Maximum Delay
    •Multi-ACD by Split/Skill Report
    •Multi-ACD Report
    •System Report 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    General Information About System Reports4-102
    .........................................................................................................................................................................................................................................................General Information About System Reports
    What a System report
    containsCentreVu Supervisor system reports allow you to access summary data 
    on a set of measured splits/skills for a particular ACD, the summary data 
    over all splits/skills for a particular ACD, and the call data on similar splits/
    skills for different ACDs. 
    Organization of System
    reportsThe following list shows how the System reports are structured in 
    CentreVu Supervisor.
    •Multi-ACD by Split/Skill: Daily, Weekly, Monthly
    •Graphical Maximum Delay: Daily
    •Multi-ACD: Daily, Weekly, Monthly
    •System: Daily, Weekly, Monthly
    System Report selector
    windowThe following figure is an example of the System Report Selector 
    window. The reports are explained in the same order as listed in the 
    window. 
    						
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