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
    Trunk Report4-133
    Avg Inbound 
    Trunk Hold TimeAverage holding time for all incoming calls that 
    completed during the specified time period. 
    Average holding time includes time in vector 
    processing, in queue, ringing, talking, and 
    holding.INTIME / INCALLS; 
    
    Inbound CCS Total trunk occupancy by incoming calls during 
    the specified time period.I_INOCC / 100
    Outbound Calls  Total number of all outgoing calls carried by this 
    trunk that completed during the specified time 
    period.OUTCALLS
    Outbound Aban 
    Calls Number of outbound ACD calls (if you have the 
    outgoing call management application on ASAI) 
    abandoned at the far end. (
    DEFINITY ECS 
    switches with ASAI). O_ABNCALLS
    Avg Outbound 
    Trunk Hold TimeAverage holding time of all outgoing calls that 
    completed during the specified time period. OUTTIME / OUTCALLS; 
    
    Outbound CCS Total trunk occupancy of outgoing calls during the 
    specified time period.I_OUTOCC/100
    Maint Busy Time Total time of all maintenance-busy periods for 
    this trunk for the time period.MBUSYTIME  Report Heading Description Database Item, Calculation, or 
     
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Trunk Group Report4-134
    .........................................................................................................................................................................................................................................................Trunk Group Report 
    OverviewThe Trunk Group report summarizes the incoming and outgoing traffic of 
    every trunk in a trunk group for the specified time period. You could use 
    this report to verify that the number of trunks available to your splits/skills 
    is appropriate and to monitor the number of outgoing calls.
    Also, because it lists trunks by physical location on the switch and totals 
    trunk failures, the Trunk Group report can be useful for troubleshooting 
    problems with trunks.
    Things to know about
    this reportHere are some things to know about this report:
    •The Trunk Group report is available in daily, weekly, and monthly 
    versions.
    •The database items for the Trunk Group report are stored in the  
    dtrunk (daily),  wtrunk (weekly), and  mtrunk (monthly) tables.
    •The report item Centum Call Seconds (CCS) is the number of 100-
    second increments in which the trunk was busy during the intrahour 
    interval. A trunk is seized while the call is both in queue and 
    connected to an agent. Therefore, wait time for abandoned calls is 
    figured into the CCS figures. For example, since a half-hour has 
    1800 seconds, the maximum CCS for each trunk in a trunk group is 
    18 CCS. Multiplying 18 CCS by the number of trunks in a trunk 
    group gives you the maximum occupancy for the trunk group, which 
    you can then compare with your actual CCS. If your intrahour 
    interval is 15 or 60 minutes, your number will be different.
    •For the DEFINITY ECS and Generic 3 switches, trunks that fail are 
    immediately put in the Maintenance Busy State.
    •This report uses the Trunk/Trunk Group/Busy Hour report input 
    window. Select a trunk group that you want to view on the report. 
    See 
    Trunk/Trunk Group Report Input Fields (4-126) for more 
    information. 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Trunk Group Report4-135
    Trunk Group report
    exampleThe following figure provides an example of the Trunk Group report.
    Trunk Group report
    descriptionThe following table describes the report fields.
    Report Heading Description Database Item, Calculation, or 
    
    Date, Week 
    starting, Month 
    startingDay, week, or month for which the report was run 
    (selected in the report input window). ROW_DATE 
    Trunk Group 
    NameTrunk group name or number for which the report 
    was requested.syn(TKGRP)
    ACD  ACD name or number associated with the trunk 
    group.syn(ACD)
    Trunk  Trunk number (physical equipment location) of 
    the trunk. EQLOC
    Inbound Calls Total number of inbound calls carried by this 
    trunk that completed during the specified time 
    period.sum(INCALLS) 
    Aban Calls Total number of inbound calls abandoned by the 
    caller during the specified time period.sum(ABNCALLS) 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Trunk Group Report4-136
    Avg Inbound 
    Trunk Hold Tim eAverage holding time for all incoming calls that 
    completed during the time period. Average 
    holding time includes time in vector processing, 
    in queue, ringing, talking, and on hold.sum(  INTIME)/sum(  INCALLS)  
    
    Inbound CCS Total trunk occupancy by incoming calls during 
    the specified time period.sum(I_INOCC)/100
    Outbound Calls Number of outbound calls that were carried by 
    this trunk that completed during the specified 
    time period.sum(OUTCALLS)
    Outbound Aban 
    CallsNumber of outbound ACD calls (if you have the 
    Outgoing Call Management application on ASAI) 
    that abandoned at the far end.sum(O_ABNCALLS)
    Avg Outbound 
    Trunk Hold Tim eAverage holding time of all outgoing calls on this 
    trunk that completed during the specified time 
    period.sum(OUTTIME)/ sum(  
    OUTCALLS)  
    
    Outbound CCS Total trunk occupancy of outgoing calls during the 
    specified time period.sum(I_OUTOCC) / 100
    Trunk Failures Number of trunk failures for this trunk or total for 
    the trunk group. sum(FAILURES) Report Heading Description Database Item, Calculation, or 
     
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Trunk Group Summary Report4-137
    .........................................................................................................................................................................................................................................................Trunk Group Summary Report 
    OverviewThe Trunk Group Summary report shows the level of incoming and 
    outgoing call traffic for an individual trunk group. You could use this report 
    to verify that the number of trunks available to your splits is appropriate 
    and to monitor the number of outgoing calls.
    Things to know about
    this reportHere are some things to know about this report:
    •The Trunk Group Summary report is available in interval, daily, 
    weekly, and monthly versions.
    •The database items for the Trunk Group Summary report are stored 
    in the  htkgrp (interval),  dtkgrp (daily),   wtkgrp (weekly), 
    and mtkgrp (monthly) tables.
    •For both inbound and outbound calls, Call Carried = Calls Answered 
    + Calls Abandoned + Other Calls. Also, Other Calls = Calls Given a 
    Busy Signal + Calls Disconnected by the Switch + Calls Answered 
    by an Unmeasured Agent.
    •The report item Centum Call Seconds (CCS) is the number of 100-
    second increments in which the trunk was busy during the intrahour 
    interval. A trunk is seized while the call is both in queue and 
    connected to an agent. Therefore, wait time for abandoned calls is 
    figured into the CCS figures. For example, since a half-hour has 
    1800 seconds, the maximum CCS for each trunk in a trunk group is 
    18 CCS. Multiplying 18 CCS by the number of trunks in a trunk 
    group gives you the maximum occupancy for the trunk group, which 
    you can then compare with your actual CCS. If your intrahour 
    interval is 15 or 60 minutes, your number will be different.
    •A Trunk Group Summary can have two entries for one interval if the 
    trunk group termination changed during that interval. For example, 
    at the start of the interval, trunk group 2 terminates at VDN58803. 
    During the interval the termination is changed to VDN58804. The 
    system shows two trunk group records for reports (interval, daily, 
    weekly, and monthly) containing the interval in which the termination 
    was changed.
    •The report item % Time All Trunks Busy, which is a good indicator of 
    how many callers being blocked (getting a busy signal), should be a 
    relatively low figure in most call centers.
    •This report uses the Trunk/Trunk Group/Busy Hour report input 
    window. Select a trunk group that you want to view on the report. 
    See 
    Trunk/Trunk Group Report Input Fields (4-126) for more 
    information. 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Trunk Group Summary Report4-138
    Trunk Group Summary
    report exampleThe following figure provides an example of the Trunk Group Summary 
    report. 
    Trunk Group Summary
    report descriptionThe following table describes the report fields.
    Report Heading Description Database Item, Calculation, or 
    
    Trunk Group 
    Name:Name or number of the trunk group for which 
    the report was requested.syn(TKGRP)
    Number of 
    trunks:Number of trunks in the trunk group.  TRUNKS
    Time (for interval 
    reports only)Intrahour intervals for which the report shows 
    data (selected in the report input window).STARTTIME, STARTTIME + 
    INTRVL
    Date, Week 
    starting, Month 
    startingDay, week, or month for which the report was 
    run (selected in the report input window).ROW_DATE
    Inbound Calls  Total number of inbound calls carried by this 
    trunk group that completed during the specified 
    time period.sum(INCALLS)
    ACD Calls Total number of inbound split/skill or direct 
    agent calls answered by agents that completed 
    during the specified time period.sum(ACDCALLS)
    Inbound Aban 
    Calls Total number of inbound calls abandoned by 
    the caller during the specified time period.sum(ABNCALLS) 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Trunk Group Summary Report4-139
    Other Calls Number of inbound calls that were not 
    answered as ACD calls or abandoned. This 
    includes calls that were forced busy, 
    disconnected, answered extension-in calls, 
    calls outflowed off the switch, short inbound 
    calls, and calls with unknown dispositions.sum(OTHERCALLS)
    Avg Inbound 
    Trunk Hold TimeAverage trunk holding time for all incoming calls 
    that completed during the period. This is the 
    average length of time a typical incoming call 
    made use of a trunk (the trunk could not be 
    used for another call during that time).  sum(INTIME)/sum(INCALLS) 
    
    Inbound CCS Total trunk occupancy by incoming calls during 
    the specified time period.sum(I_INOCC) (in seconds)/100
    Outbound Calls  Number of outbound calls that were carried by 
    this trunk group that completed during the 
    specified time period.sum(OUTCALLS)
    Outbound ACD 
    Calls Total number of outbound calls (if you have the 
    Outgoing Call Management application on 
    ASAI) that were offered to one or more splits/
    skills and handled by an agent in one of those 
    splits/skills. sum(O_ACDCALLS) 
    Outbound Aban 
    Calls Number of outbound ACD calls (if you have the 
    Outgoing Call Management application on 
    ASAI) that abandoned at the far end.sum(O_ABNCALLS)
    Outbound Other 
    CallsNumber of outbound calls that were not 
    answered or abandoned as ACD calls. This 
    includes calls that were given a busy or 
    disconnect by the switch, extension-out calls, 
    short outgoing calls, and calls of unknown 
    disposition.sum(O_OTHERCALLS)
    Avg Outbound 
    Trunk Hold TimeAverage trunk holding time for outgoing calls 
    carried by this trunk group that completed 
    during the specified time period.sum(OUTTIME)/ 
    sum(OUTCALLS) 
    
    Outbound CCS Total trunk occupancy of outgoing calls during 
    the specified time period.sum(I_OUTOCC) / 100
    Outbound Far 
    End CompNumber of outbound calls that were answered 
    at the far end ( 
    DEFINITY ECS switch only).sum(COMPLETED)
    Outbound 
    Blocked CallsThe number of outbound call attempts that 
    were blocked because all the trunks were busy.sum(BLOCKAGE) Report Heading Description Database Item, Calculation, or 
     
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Trunk Group Summary Report4-140
    % All Trunks 
    BusyPercentage of time that all trunks were busy 
    during the specified time period.For interval
    100*sum(ALLINUSETIME) / 
    sum(INTRVL*60) For daily: 
     
    For weekly: 
     
    For monthly: 
    
    % Maint Busy Percentage of time that trunks were out of 
    service for maintenance during the specified 
    time period.for interval: 
    100*sum(MBUSYTIME) / 
    (avg(INTRVL*60)*sum(TRUNKS)) 
    For daily: 
     
    For weekly: 
     
    For monthly: 
     Report Heading Description Database Item, Calculation, or 
     
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    VDN Reports4-141
    VDN Reports
    .........................................................................................................................................................................................................................................................Overview
    PurposeThis section describes VDN reports.
    OrganizationThis following topics are described:
    •General Information About VDN Reports
    •VDN Reports Selector Window
    •VDN Reports Input Fields
    •VDN Busy Hour Report
    •VDN Call Profile Report
    •VDN Graphical Busy/Abandon/Disconnect Comparison Report
    •VDN Graphical Call Profile Report
    •VDN Graphical Service Level Report
    •VDN Multi-ACD Flow Report
    •VDN Report
    •VDN Skill Preference Report 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    General Information About VDN Reports4-142
    .........................................................................................................................................................................................................................................................General Information About VDN Reports
    What a VDN Report
    containsThe VDN reports give you the following specific information about VDNs 
    and vectors: 
    •A summary of incoming ACD call-handling performance for a 
    specified VDN
    •Specific call data for a single VDN
    •The number of calls answered by a measured agent or calls 
    connected to a non-ACD destination (like an attendant) and the 
    abandoned calls that were processed by a VDN in a selected time 
    period
    •For the busiest hour in a selected day, call-handling data for 
    selected VDNs
    •Call-handling data for several VDNs and ACDs.
    Organization of VDN
    reportsThe following list shows how the VDN reports are structured in 
    CentreVu 
    Supervisor : 
    •Busy Hour
    •Call Profile: Daily, Weekly, Monthly
    •Graphical Call Profile: Daily
    •Graphical Busy/Abandon/Disconnect: Daily
    •Graphical Service Level: Interval
    •Multi-ACD Flow: Daily, Weekly, Monthly
    •Report: Interval, Daily, Weekly, Monthly
    •Skill Preference Report: Interval, Daily, Weekly, Monthly 
    						
    All Lucent Technologies manuals Comments (0)

    Related Manuals for Lucent Technologies CentreVu Supervisor Version 8 Reports Manual