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Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

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    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    VDN Graphical Busy/Abandon/Disconnect Comparison Report4-153
    VDN Graphical Call
    Profile 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 
    VDN:  The number or name of the VDN for which the report 
    shows data (selected in the report input window). VDN or syn(VDN) 
    ACD ACD name or number that is sending calls to the VDN. syn(  ACD)
    Abandon The percentage of the total number of calls in all VDNs 
    in the selected ACD that abandoned on the selected 
    date.100 * (sum(ABNCALLS/
    sum(INCALLS)). Note 
    that this calculation is not 
    a standard CMS 
    calculation — it is only 
    available through 
    reports.
    Busy  The percentage of the total number of calls in all VDNs 
    in the selected ACD that were busy for the selected 
    date.100 * 
    (sum(BUSYCALLS)/
    sum(INCALLS)). Note 
    that this calculation is not 
    a standard CMS 
    calculation — it is only 
    available through 
    reports.
    Disconnect The percentage of the total number of calls in all VDNs 
    in the selected ACD that disconnected on the selected 
    date.100 * 
    (sum(DISCCALLS)/
    sum(INCALLS)). Note 
    that this calculation is not 
    a standard CMS 
    calculation — it is only 
    available through 
    reports. 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    VDN Graphical Call Profile Report4-154
    .........................................................................................................................................................................................................................................................VDN Graphical Call Profile Report 
    OverviewThis report shows how calls to the VDN you specify are being handled 
    compared to your call centers predefined Acceptable Service Level for 
    the date you specify.
    Things to know about
    this reportHere are some things to know about this report:
    •This report has four charts and displays a collection of VDN call 
    profile related data items at the top of the report. The box to the right 
    of each chart is a legend.
    •The three-dimensional pie chart in the upper-left quadrant shows 
    the percentage of ACD calls answered within the predefined 
    Acceptable Service Level and the percentage of ACD calls 
    answered outside this level. The numerical value represented by 
    each pie piece is shown inside the pie chart.
    •The stacked area graph in the lower-left quadrant shows the number 
    of ACD calls answered and abandoned within each service level. 
    Note that the number displayed for each service interval is the upper 
    limit of the interval. (For example, if the first two intervals are 5 and 
    10, the first data point shows answers/abandons within 0-5 
    seconds, and the second data point shows answers/abandons 
    within 6-10 seconds.)
    •The three-dimensional pie charts on the right side of the report show 
    the Percentage Answered Distribution and the Percentage 
    Abandoned Distribution. The numerical value represented by each 
    pie piece is shown inside the pie chart.
    •The chart type can be changed. See Chapter 2, “Using Reports”, for 
    more information.
    •The database items are stored in the dvdn (daily) table.
    •This report is only available through the CentreVu Supervisor 
    interface.
    •This report uses the VDN report input window. Select a VDN that 
    you want to view on the report. See 
    VDN Report Input Fields (4-144) 
    for more information. 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    VDN Graphical Call Profile Report4-155
    VDN Graphical Call
    Profile report exampleThe following figure provides an example of the VDN Graphical Call 
    Profile report. 
    VDN Graphical Call
    Profile 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 
    VDN:  The number or name of the VDN for which the report 
    shows data (selected in the report input window). VDN or syn(VDN) 
    ACD Calls: The total number of calls answered within the VDN for 
    that day. ACDCALLS
    Aban Calls: The total number of VDN calls abandoned for that day.  ABNCALLS
    Service Level Shows administered acceptable service level.  SERVICELEVEL 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    VDN Graphical Call Profile Report4-156
    Service Intervals 
    ChangedShows whether or not the service level was changed. 
    A YES appears if the acceptable service level 
    changed during the period covered by the report. 
    Otherwise, a NO appears.syn(  SVCLEVELCHG)
    Service Interval 
    Calls AnsweredThe number of calls that, while connected to this VDN, 
    were answered by an agent or were connected to a 
    non-ACD destination within each of the service level 
    increments. With Generic 3 switches, connected 
    means calls that were answered at a non-ACD 
    destination. sum 
    (ANSCONNCALLS1), 
    sum (ANSCONNCALLS2 
    through  10)
    Service Interval 
    Calls AnsweredPercentage of split/skill ACD calls that were answered 
    by an agent within the predefined acceptable service 
    level. Calls to the split/skill include abandoned calls, 
    calls not answered, and outbound ACD calls placed by 
    an adjunct (for example, outbound predictive dialing—
    Generic 3 switches with the ASAI feature). Calls that 
    were not answered may include forced busy calls, 
    forced disconnect calls, calls redirected to another 
    destination, and calls queued to more than one split 
    and answered in another split/skill. For Generic 3 
    switches, Percent Within Service Level does not 
    include direct agent calls. 
    Service Interval 
    Answers and 
    Abandons Percentage of split/skill ACD calls that were answered 
    by an agent within the predefined acceptable service 
    level. Calls to the split/skill include abandoned calls, 
    calls not answered, and outbound ACD calls placed by 
    an adjunct. Outbound predictive dialing—Generic 3 
    switches with the ASAI feature only. Calls that were not 
    answered may include forced busy calls, forced 
    disconnect calls, calls redirected to another 
    destination, and calls queued to more than one split 
    and answered in another split/skill. For Generic 3 
    switches, Percent Within Service Level does not 
    include direct agent calls.< 
    Service Interval - 
    secondsThe lower and upper limit in seconds of each service 
    level increment (as defined in the VDN Call Profile 
    Setup window). These increments represent 
    progressively longer wait time segments in which calls 
    may be answered or abandoned. PERIOD1-9 Report Heading Description Database Item, 
    Calculation, or 
     
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    VDN Graphical Call Profile Report4-157
    % Answered 
    DistributionA chart displaying the distribution of the percent of 
    calls answered for the day across all intervals.None.
    % Abandoned 
    DistributionA chart displaying the distribution of the percent of 
    calls abandoned for the day across all intervals.None. Report Heading Description Database Item, 
    Calculation, or 
     
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    VDN Graphical Service Level Report4-158
    .........................................................................................................................................................................................................................................................VDN 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 VDN that you specify.
    Things to know about
    this reportHere are some things to know about this report:
    •Each set of vertical bars is labeled with the start time for the service 
    interval. The box below the graph is a legend.
    •The chart type can be changed. See Chapter 2, “Using Reports”, for 
    more information.
    •The database items used for the report are stored in the  hvdn 
    (intrahour interval) table.
    •This report is only available through the CentreVu Supervisor 
    Interface.
    •This report is only available through the CentreVu Supervisor 
    interface.
    •This report uses the VDN report input window. Select a VDN that 
    you want to view on the report. See 
    VDN Report Input Fields (4-144) 
    for more information. 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    VDN Graphical Service Level Report4-159
    VDN Graphical Service
    Level report exampleThe following figure provides an example of the VDN Graphical Service 
    Level report. 
    VDN Graphical Service
    Level 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 
    VDN:  The number or name of the VDN for which the report 
    shows data (selected in the report input window). VDN
    Seconds Shows actual administered service level.  SERVICELEVEL
    Acceptable 
    Service ChangedShows whether or not the service level was changed. 
    A YES appears if the acceptable service level 
    changed during the period covered by the report. 
    Otherwise, a NO appears.syn(SVCLEVELCHG) 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    VDN Graphical Service Level Report4-160
    % Within Service 
    LevelThe percentage of incoming calls to the VDN that were 
    answered by a measured agent or connected to a non-
    ACD destination within the service level (as specified 
    in the VDN Call Profile Setup window). Data are for 
    each specified intrahour interval or day (selected in the 
    report input window). 
    % Aban Calls The percentage of incoming calls that were 
    abandoned in the VDN. 
    Times  Intrahour intervals for which the report shows data (as 
    selected in the report input window).STARTTIME or 
    STARTTIME + INTRVL Report Heading Description Database Item, 
    Calculation, or 
     
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    VDN Multi-ACD Flow Report4-161
    .........................................................................................................................................................................................................................................................VDN Multi-ACD Flow Report 
    OverviewThe VDN Multi-ACD Call Flow report shows call-handling data for the 
    VDNs and the ACDs you select. This report can display information on up 
    to eight ACDs.
    Things to know about
    this reportHere are some things to know about this report:
    •This report is only available if the Vectoring feature has been 
    purchased and authorized for you to use.
    •You must have the Lookahead Interflow feature active on your ACD 
    to get Lookahead Attempts and Completions data.
    •You must have a DEFINITY ECS/Generic 3 switch to get adjunct 
    routing data.
    •The VDN Flow Out report item includes only calls that route to 
    another VDN and route to an external (off-switch) destination.
    •The VDN Flow Interflow report item includes both Lookahead 
    Interflow and non-Lookahead Interflow call completions.
    •The VDN Multi-ACD Call Flow is available in daily, weekly, and 
    monthly versions.
    •The database items used in the VDN Multi-ACD Call Flow are stored 
    in the  dvdn (daily),  wvdn (weekly), and   mvdn (monthly) 
    tables.
    •You cannot customize this report.
    •This report uses the VDN report input window. Select a VDN that 
    you want to view on the report. This report can display information 
    on up to eight ACDs. See 
    VDN Report Input Fields (4-144) for more 
    information.
    VDN Multi-ACD Flow
    report exampleThe following figure provides an example of the VDN Multi-ACD Flow 
    report.   
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    VDN Multi-ACD Flow Report4-162
    VDN Multi-ACD Flow
    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 
    VDN Name Number or name of each VDN for which the report 
    shows data (selected in the report input window). If the 
    same VDN name or number is used on two or more 
    ACDs, that name or number will be repeated for each 
    ACD.syn(  VDN)
    ACD ACD that contains the associated VDN in the report. syn(  ACD)
    Inbound Calls Number of calls to the VDN that were completed in the 
    specified time period. INCALLS sum(INCALLS) 
    (for the Totals line)
    ACD Calls Number of split/skill and direct agent ACD calls to the 
    VDN completed during the specified time period that 
    were answered by an agent. ACDCALLS 
    sum(ACDCALLS) (for the 
    Totals line)
    Aban Calls Number of ACD calls to the VDN that hung up before 
    being answered during the specified time period. ABNCALLS 
    sum(ABNCALLS) (for the 
    Totals line)
    Busy+Disc Calls Number of calls to the VDN that, during the specified 
    time period, received a forced busy signal or 
    disconnect. BUSYCALLS+  
    DISCCALLS, 
     
    sum(BUSY+DISCCALLS) 
    (for the Totals line)
    ACD Calls Number of calls that, in the specified time period, were 
    answered by an agent in a backup split/skill (split/skill 
    other than the main split/skill) while carried by the 
    VDN. This report item includes messaging split/skill 
    calls, check backup calls, route to split/skill calls, and 
    direct agent calls. BACKUPCALLS 
    sum(BACKUPCALLS) (for 
    the Totals line)
    Flow In Number of calls that, in the specified time period, were 
    redirected to this VDN via a route to VDN. Calls are 
    counted regardless of whether they remained 
    connected to the VDN, were abandoned, or were 
    subsequently routed to some other destination. INFLOWCALLS 
    sum(INFLOWCALLS) (for 
    the Totals line) 
    						
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