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Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

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    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    System Graphical Maximum Delay Report4-103
    .........................................................................................................................................................................................................................................................System Graphical Maximum Delay Report
    OverviewThe System Graphical Maximum Delay report shows the maximum delay 
    for one split/skill in one or more ACDs for each day selected. You can 
    compare the split/skill across ACDs and use the information to determine 
    which ACD has the longest delay in answering calls.
    Things to know about
    this reportHere are some things to know about this report:
    •You can specify one split/skill available across ACDs. 
    •The System Graphical Maximum Delay report is available in a daily 
    version.
    •The database items used for the System Graphical Maximum Delay 
    report are stored in the  dsplit (daily) tables.
    •Standard multi-ACD reports can include information on up to eight 
    ACDs.
    •This report is only available for DEFINITY R8 ACDs.
    Graphical Maximum
    Delay report input
    windowThe following figure provides an example of a System Graphical 
    Maximum Delay input window. The report input window must be filled in 
    to run the report.
     
      
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    System Graphical Maximum Delay Report4-104
    System report input
    fieldsThe following table describes the fields on the input window.  
    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.
    Dates: (daily, weekly, monthly)  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). For the weekly and monthly versions, the report includes any 
    weeks or months that begin in the range.
    First through Eighth ACD:  Enter the ACD name or number that corresponds to the following 
    Split(s)/Skill(s) field. 
    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
    System Graphical Maximum Delay Report4-105
    System Graphical
    Maximum Delay report
    exampleThe following figure provides an example of a System Multi-ACD by Split/
    Skill report. 
    System Graphical
    Maximum Delay 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) 
    Dates  The dates for which the report ran. You can make 
    these selections in the report input window. ROW_DATE  
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    System Graphical Maximum Delay Report4-106
    —Max Delay — 
    SecondsThe maximum time that a caller waited in queue and 
    ringing before:
    •Being serviced
    •Abandoning
    •Being redirected
    •Receiving a busy signal
    •Being disconnected.
    The value shown in the Totals line is the maximum of 
    the Max Delay values shown for the individual splits/
    skills. MAXOCWTIME Report Heading Description Database Item, 
    Calculation, or 
     
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    System Multi-ACD by Split/Skill Report4-107
    .........................................................................................................................................................................................................................................................System Multi-ACD by Split/Skill Report
    OverviewThe System Multi-ACD by Split/Skill report displays call-handling 
    information on different splits/skills for different ACDs. You can compare 
    similar splits/skills in different ACDs and use the information to: 
    •Determine workload
    •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 list of splits/skills available for each ACD desired.
    •The System Multi-ACD Report by Split/Skill report is available in 
    daily, weekly, and monthly versions.
    •The database items used for the System Multi-ACD by Split/Skill 
    report are stored in the  dsplit (daily),  wsplit(weekly), and 
    msplit (monthly) tables.
    •Standard Multi-ACD reports can include information on up to eight 
    ACDs. 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    System Multi-ACD by Split/Skill Report4-108
    Multi-ACD by Split/Skill
    report input windowThe following figure provides an example of a System Multi-ACD by Split 
    Skill input window. The report input window must be filled in to run the 
    report.
     
      
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    System Multi-ACD by Split/Skill Report4-109
    Multi-ACD by Split/Skill
    report input fieldsThe following table describes the fields on the input window.  
    Field Definition
    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.
    First through Eighth ACD:  Enter the ACD name or number 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
    System Multi-ACD by Split/Skill Report4-110
    System Multi-ACD by
    Split/Skill report exampleThe following figure provides an example of a System Multi-ACD by Split/
    Skill report. 
    System Multi-ACD by
    Split/Skill 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) 
    ACD The ACD name or number for which the data was 
    collected. syn(ACD)
    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  
    
    Avg Aban Time The average time the split/skill ACD calls were 
    waiting in queue or ringing before abandoning. ABNTIME/  ABNCALLS  
     
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    System Multi-ACD by Split/Skill Report4-111
    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 
    (OCM) 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 ACD Time The average time the agents spent talking on ACD 
    calls for this split/skill. This average time 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 time includes O_ACWTIME if you have the 
    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 serviced
    •Abandoning
    •Being redirected
    •Receiving a busy signal
    •Being disconnected.
    The value shown in the Totals line is the maximum of 
    the Max Delay values shown for the individual splits/
    skills. MAXOCWTIME Report Heading Description Database Item, 
    Calculation, or 
     
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    System Multi-ACD by Split/Skill Report4-112
    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  Time The 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), 
    
    % ACD Time The percentage of staffed time that agents for 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 
     
    						
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