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Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

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    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    VDN Multi-ACD Flow Report4-163
    Flow Out Number of calls that, in the specified time period, were 
    routed to another destination via a route to VDN or 
    external destination. It does not include calls routed to 
    another vector via a go to vector step. OUTFLOWCALLS 
    sum(OUTFLOWCALLS) 
    (for the Totals line)
    VDN Interflow Number of calls that, in the specified time period, were 
    routed from this VDN to a destination outside the 
    switch. This report item includes Lookahead Interflow 
    calls. INTERFLOWCALLS 
    sum(INTERFLOWCALLS) 
    (for the Totals line)
    Lookahead 
    Interflow AttemptsNumber of times that, in the specified time period, the 
    switch attempted to route from this VDN using the 
    Lookahead Interflow feature. LOOKATTEMPTS 
    sum(LOOKATTEMPTS) 
    (for the Totals line)
    Lookahead 
    Interflow 
    CompletionsNumber of calls that, in the specified time period, the 
    switch successfully routed from this VDN using the 
    Lookahead Interflow feature. LOOKFLOWCALLS 
    sum(LOOKFLOWCALLS) 
    (for the Totals line)
    Adjunct Routing 
    AttemptsNumber of times that, in the specified time period, a 
    VDN ( 
    DEFINITY ECS Generic 3 switches only) 
    attempted to request routing from an adjunct. This 
    report item includes unsuccessful adjunct routing 
    attempts, which means the adjunct was not able, 
    within the given amount of time established in the 
    vector, to route the call. ADJATTEMPTS 
    sum(ADJATTEMPTS) (for 
    the Totals line)
    Adjunct Routing 
    CompletionsNumber of calls that, in the specified time period, were 
    successfully routed by an adjunct via an adjunct 
    routing command in a vector. This report item 
    includes direct agent calls completed via the adjunct. ADJROUTED 
    sum(ADJROUTED) (for 
    the Totals line) Report Heading Description Database Item, 
    Calculation, or 
     
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    VDN Report4-164
    .........................................................................................................................................................................................................................................................VDN Report 
    OverviewThe VDN Report gives you historical information for a specified VDN and 
    period of time. The interval, daily, weekly, and monthly VDN Reports 
    display, for a particular VDN, various types of data that show how well 
    calls to that VDN were handled.
    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.
    •If you have Expert Agent Selection (EAS), the VDN report includes 
    three VDN Skill Preference columns on the right-hand side of the 
    report.
    •On a Generic 3 switch, the go to vector command allows the ACD 
    to process calls using more than one vector, even though those calls 
    remain connected to the original VDN. Thus, for a report item like 
    Calls Ans in Main, the main splits in which calls are answered may 
    be referenced in a vector other than the first vector to which the 
    VDN is assigned.
    •The VDN Report is available in interval, daily, weekly, and monthly 
    versions.
    •The database items used in the VDN report are stored in the   
    hvdn(interval), dvdn (daily),  wvdn (weekly), and  mvdn 
    (monthly) tables.
    •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.
    VDN Report exampleThe following figure provides an example of the VDN report.   
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    VDN Report4-165
    VDN Report descriptionThe following table describes the report fields.
    Report Heading Description Database Item, 
    Calculation, or 
    
    Date, Week 
    Starting, Month 
    StartingDay(s), week(s), or month(s) for which the report was 
    run (selected in the report input window). ROW_DATE 
    VDN Name Number or name of the VDN for which the report 
    shows data (selected in the report input window).syn(  VDN)
    ACD ACD name or number that is sending calls to the VDN. syn(  ACD)
    Time (for Interval 
    reports only)Intrahour intervals for which the report shows data 
    (selected in the report input window). STARTTIME, 
    STARTTIME + INTRVL
    Vector Number of the vector to which the VDN is assigned. If 
    the VDN-vector association changed during the 
    reporting period, two rows appear in the report for that 
    period, one for each vector associated with the VDN. VECTOR 
    Inbound Calls Number of calls to the VDN within the specified time 
    period. Calls are counted regardless of whether they 
    were answered in the VDN, were abandoned, or were 
    routed to some other destination. INCALLS 
    sum(INCALLS)
    Flow In Number of calls that, in the specified time period, were 
    redirected to this VDN via the route to VDN vector 
    command. Calls are counted regardless of whether 
    they were answered in the VDN, were abandoned, or 
    were routed to some other destination. INFLOWCALLS 
    sum(INFLOWCALLS)
    ACD Calls Number of split/skill and direct agent ACD calls 
    completed during the reporting period that were 
    answered while carried by the VDN. This includes 
    calls from queue to main, check backup, route to 
    split/skill, and adjunct routing to a split/skill or direct 
    agent. ACDCALLS 
    sum(ACDCALLS)
    Avg Speed Ans Average time, in minutes and seconds, split/skill and 
    direct agent ACD calls waited before they were 
    answered by an agent. ANSTIME/  ACDCALLS, 
     
    
    Avg ACD Time Average talk time, in minutes and seconds, for split/
    skill and direct agent ACD calls for this VDN. This 
    does not include HOLDTIME. ACDTIME/  ACDCALLS, 
     
     
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    VDN Report4-166
    Avg ACW Time Average amount of time, in the specified time period, 
    that agents spent in after-call work for split/skill and 
    direct agent ACD calls to this VDN. ACWTIME/  ACDCALLS 
     
    
    Main ACD Calls Number of calls to the VDN completed during the 
    specified time period that were answered by an agent 
    in a main split/skill. The calls are directed to the main 
    split/skill by the queue to main vector command. This 
    item does not include direct agent calls. ACDCALLS-  
    BACKUPCALLS sum(  
    ACDCALLS) - sum(  
    BACKUPCALLS)
    Backup ACD Calls Number of calls to the VDN completed during the 
    specified time period that were answered by an agent 
    in a backup split/skill (split/skill other than the main 
    split/skill). The calls can be directed to a backup split/
    skill by a check backup, messaging split/skill, or 
    route to split/skill or direct agent vector command. 
    This item does include direct agent calls. BACKUPCALLS 
    sum(BACKUPCALLS)
    Connect Calls Number of calls to the VDN that were connected to a 
    non-ACD destination. With Generic 3 switches, 
    connected means calls answered at a non-ACD 
    destination. With the  switch, connected means calls 
    rang at the non- ACD destination. CONNECTCALLS
    Avg Connect  Time Average time, in minutes and seconds, that calls to the 
    VDN waited before connecting to a non- ACD 
    destination. 
    CentreVu CMS tracks time starting from 
    the moment a call connects to the VDN and ending the 
    moment the call connects to the destination. With 
    DEFINITY ECS/Generic 3 switches, connected 
    means calls answered at a non-ACD destination. CONNECTTIME /  
    CONNECTCALLS, 
     
    
    Aban Calls Number of calls to the ACD that hung up while being 
    carried by this VDN. The number of calls applies to the 
    specified time period. ABNCALLS 
    sum(ABNCALLS) (for the 
    Totals line)
    Avg Aban Time Average time, in minutes and seconds, that 
    abandoned calls waited in this VDN before they were 
    abandoned. This average, which applies to the 
    specified time period, includes direct agent calls 
    (
    DEFINITY ECS/Generic 3 switches only).ABN  TIME/  
    ABNCALLS, 
     
     (for the Totals 
    line) Report Heading Description Database Item, 
    Calculation, or 
     
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    VDN Report4-167
    % Aban The percentage of calls offered to the VDN that 
    abandoned.100 * ABNCALLS/
    INCALLS
    Forced Busy Calls Number of calls that, for the specified time period, 
    received a forced busy signal while being carried by 
    the VDN. BUSYCALLS 
    sum(BUSYCALLS) (for 
    the Totals line)
    Forced Disc Calls Number of calls that, in the specified time period, 
    received a forced disconnect while being carried by 
    the VDN.  DISCCALLS 
    sum(DISCCALLS) (for 
    the Totals line)
    % Busy The percentage of total calls offered to the VDN that 
    were forced busy by a vector step.100 * BUSYCALLS/
    INCALLS
    Flow Out Number of calls that, for the specified time period, 
    were routed to another VDN or external destination via 
    a route to step or adjunct routing command ( 
    DEFINITY ECS/Generic 3 switches only). It does not 
    include calls routed to a new vector via a go to vector 
    command. OUTFLOWCALLS 
    sum(OUTFLOWCALLS) 
    (for the Totals line)
    % Flow Out The percentage of total calls offered to the VDN that 
    were directed to another VDN.100 * OUTFLOWCALLS/
    INCALLS
    Avg VDN Time Average time, in minutes and seconds, that calls were 
    carried by the VDN, including talk time. This average, 
    which applies to the specified time period, is for all 
    calls, including direct agent calls ( 
    DEFINITY ECS/
    Generic 3 switches only), abandoned calls, 
    disconnected calls, interflowed calls, and so on. INTIME/INCALLS, 
     
     (for the Totals 
    line)
    1st Skill Pref For switches with EAS only, the first skill assigned to 
    this VDN. SKILL1
    2nd Skill Pref For switches with EAS only, the second skill assigned 
    to this VDN. SKILL2
    3rd Skill Pref For switches with EAS only, the third skill assigned to 
    this VDN. SKILL3 Report Heading Description Database Item, 
    Calculation, or 
     
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    VDN Skill Preference Report4-168
    .........................................................................................................................................................................................................................................................VDN Skill Preference Report 
    OverviewThe VDN Skill Preference report shows the number of calls answered, 
    average talk time, and average after call work time for calls to the VDN by 
    skill preference for which they were answered. The report lists 
    information for the first, second, and third VDN skill preferences.
    Things to know about
    this reportHere are some things to know about this report:
    •If the VDN skill preferences are referred to explicitly in the vector (for 
    example, queue to main skill xx instead of queue to main skill 
    1st), the calls answered for that skill are included in this report.
    •The VDN Skill Preference report is available in interval, daily, 
    weekly, and monthly versions.
    •The database items used in the VDN Skill Preference report are 
    stored in the  hvdn (interval),  dvdn (daily),   wvdn (weekly), 
    and mvdn (monthly) tables.
    •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.
    VDN Skill Preference
    report exampleThe following figure provides an example of the VDN Skill Preference 
    report.  
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    VDN Skill Preference Report4-169
    VDN Skill Preference
    report descriptionThe following table describes the report fields.
    Report Heading Description Database Item, 
    Calculation, or 
    
    VDN  Name or number of the VDN for which the report was 
    run.syn(VDN)
    ACD  Name or number of the ACD for which the report was 
    run.syn(ACD)
    Date,  Week 
    Starting,  Month 
    StartingDates for which the report was run. For weekly and 
    monthly reports, these dates are the starting dates of 
    the weeks or months. ROW_DATE 
    Time (for interval 
    reports only)Intervals which the report covers. STARTTIME,  
    STARTTIME +  INTRVL 
    Vector Number of the vector to which the VDN is assigned. If 
    the VDN-vector association changes during the 
    reporting period, two rows will appear in the report for 
    that period, one for each vector associated with the 
    VDN. VECTOR 
    Inbound Calls Number of inbound calls that were directed to the 
    VDN. INCALLS 
    sum(INCALLS)
    Avg Speed Ans Average speed of answer for split/skill and direct agent 
    ACD calls to the VDN that were completed during the 
    reporting period. ANSTIME /  ACDCALLS 
     
    
    Aban Calls Number of calls to the VDN during the reporting period 
    that hung up before they could be answered. ABNCALLS 
    sum(ABNCALLS)
    Avg Aban Time Average time callers to the VDN waited before 
    abandoning. ABNTIME /  ABNCALLS 
     
    
    ACD Calls Number of skill and direct agent ACD calls to the VDN 
    completed during the reporting period that were 
    answered by an agent. This includes calls from queue 
    to main, check backup, messaging skill, route to 
    skill, and adjunct routing to a skill or direct agent.ACDCALLS 
    sum(ACDCALLS) 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    VDN Skill Preference Report4-170
    Avg ACD Time Average time agents spent talking on skill and direct 
    agent ACD calls to this VDN that were completed 
    during the reporting period. This does not include 
    HOLDTIME. ACDTIME /  ACDCALLS 
     
    
    Avg ACW Average time agents spent in after call work 
    associated with skill and direct agent calls to this VDN 
    that were completed during the reporting period. ACWTIME / ACDCALLS 
     
    
    1st Skill Pref. First VDN skill assigned to this VDN.  SKILL1 
    1st Skill ACD Calls Number of ACD calls to the VDN completed during the 
    reporting period that were answered by an agent in the 
    first VDN skill. SKILLCALLS1 
    sum(SKILLCALLS1)
    1st Skill Avg ACD 
    TimeAverage talk time for calls to this VDN answered by 
    agents in the first VDN skill preference. This does not 
    include HOLDTIME. SKILLTIME1 / 
    SKILLCALLS1 
    sum(SKILLTIME1) / 
    sum(SKILLCALLS1)
    1st Skill Avg ACW Average after call work time for calls to this VDN 
    answered by agents in the first VDN skill preference. SKILLACWTIME1/
    SKILLCALLS1 
    sum(SKILLACWTIME1) / 
    sum(SKILLCALLS1)
    2nd Skill Pref. Second VDN skill assigned to this VDN.  SKILL2 
    2nd Skill ACD 
    CallsNumber of ACD calls to the VDN completed during the 
    reporting period that were answered by an agent in the 
    second VDN skill preference. SKILLCALLS2 
    sum(SKILLCALLS2)
    2nd Skill Avg ACD 
    TimeAverage talk time for calls to this VDN answered by 
    agents in the second VDN skill. This does not include 
    HOLDTIME. SKILLTIME2 / 
    SKILLCALLS2 
    sum(SKILLTIME2) / 
    sum(SKILLCALLS2)
    2nd Skill Avg ACW Average after call work time for calls to this VDN 
    answered by agents in the second VDN skill. SKILLACWTIME2/
    SKILLCALLS2 
    sum(SKILLACWTIME2) / 
    sum(SKILLCALLS2)
    3rd Skill Pref. Third VDN skill assigned to this VDN.  SKILL3 
    3rd Skill ACD Calls Number of ACD calls to the VDN completed during the 
    reporting period that were answered by an agent in the 
    third VDN skill. SKILLCALLS3 
    sum(SKILLCALLS3) Report Heading Description Database Item, 
    Calculation, or 
     
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    VDN Skill Preference Report4-171
    3rd Skill Avg ACD Average talk time for calls to this VDN answered by 
    agents in the third VDN skill. This does not include 
    HOLDTIME. SKILLTIME3 / 
    SKILLCALLS3 
    sum(SKILLTIME3) / 
    sum(SKILLCALLS3) (for 
    the Totals line)
    3rd Skill Avg ACW Average after call work time for calls to this VDN 
    answered by agents in the third VDN skill. SKILLACWTIME3/
    SKILLCALLS3 
    sum(SKILLACWTIME3)/
    sum(SKILLCALLS3) (for 
    the Totals line) Report Heading Description Database Item, 
    Calculation, or 
     
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Vector Report4-172
    Vector Report
    .........................................................................................................................................................................................................................................................Overview
    PurposeThis section describes the vector report.
    OrganizationThis section contains the following topics:
    •General Information About the Vector Report
    •Vector Report Selector Window
    •Vector Report Input Fields
    •Vector Report 
    						
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