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
    General Information About the Vector Report4-173
    .........................................................................................................................................................................................................................................................General Information About the Vector Report
    Organization of the
    Vector ReportThe Vector Report is available in Interval, Daily, Weekly, and Monthly 
    versions.
    Vector Report selector
    windowThe following figure is an example of the Vector Report Selector window.   
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Vector Report Input Fields4-174
    .........................................................................................................................................................................................................................................................Vector Report Input Fields
    Vector report input fieldsThe following table describes the fields on the input window.
    Field Definition
    Vector:  Enter the name or number of the vector you want to include in the 
    report.
    Date: (for interval report only)  Enter the date(s) you would like the report to cover:
    •You can use the month/day/year (for example, 3/21/95).
    •You can use a - offset based on todays date (for example, -1 for 
    yesterday).
    Date: (for daily, weekly, and 
    monthly reports) 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.
    Times: Enter the time you would like the report to cover.
    •You can use AM/PM format (for example, 7:30AM- 5:00PM).
    •You can use military time format (for example, 7:30- 17:00).
    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
    Vector Report4-175
    .........................................................................................................................................................................................................................................................Vector Report
    OverviewThe Vector report displays, for a single vector, various types of data that 
    show how calls were handled by the vector.
    This menu item is available only if you have purchased the 
    CentreVu  
    CMS Vectoring feature and that feature has been authorized for you to 
    use.
    Things to know about
    this reportHere are some things to know about this report:
    •The Vector report is available in interval, daily, weekly, and monthly 
    versions.
    •The database items for the Vector reports are stored in the  
    hvector (interval), dvector (daily), wvector  (weekly), and 
    mvector (monthly) tables.
    Vector report exampleThe following figure provides an example of a Vector report.   
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Vector Report4-176
    Vector report descriptionThe following table describes the report fields for the time period covered 
    by the report.
    Report Heading Description Database Item, Calculation, or 
    
    Vector: Number or name of the vector for which the 
    report shows data (selected in the report input 
    window). syn(VECTOR)
    Date, Week 
    Starting, Month 
    Starting:Day (for interval report) or dates (for daily, 
    weekly, and monthly reports) for which the report 
    was run (selected in the report input window).ROW_DATE
    Time (for Interval 
    reports only)Intrahour intervals for which the report shows 
    data (selected in the report input window).STARTTIME, 
    STARTTIME+INTRVL
    Inbound Calls Number of calls processed by the vector that 
    completed in the specified time period.INCALLS sum(INCALLS) (for 
    the “Totals” line)
    Avg Speed Ans Average time, in minutes and seconds, that split/
    skill and direct agent ACD calls waited before 
    they were answered by an agent. This item 
    includes only calls that were answered as a result 
    of processing by this vector.ANSTIME/ACDCALLS 
     
     (for the “Totals” line) 
    Main ACD Calls Number of calls completed during the specified 
    time period that were answered by an agent in a 
    main split/skill because of processing by this 
    vector. 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) (for the 
    “Totals” line)
    Backup ACD 
    CallsNumber of calls completed during the specified 
    time period that were answered by an agent in a 
    backup split/skill using a vector command other 
    than “queue to main.” 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)
    Aban Calls  The number of calls that were abandoned by the 
    caller while in vector processing. This item 
    includes calls that abandoned either while in a 
    split/skill or direct agent queue or while ringing at 
    agent voice terminals or while in vector 
    processing (call need not have queued yet). The 
    number of calls applies for the specified time 
    period.ABNCALLS sum(ABNCALLS) 
    (for the “Totals” line) 
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Vector Report4-177
    Avg Aban Time  The average time, in minutes and seconds, that 
    calls waited in the vector before they were 
    abandoned. ABNTIME/ABNCALLS 
     
     (for the “Totals” line)
    Forced Busy 
    CallsThe number of calls that, in the specified time 
    period, received a forced busy signal as a result 
    of processing by this vector. BUSYCALLS 
    sum(BUSYCALLS) (for the 
    “Totals” line)
    Forced Disc 
    Calls The number of calls that, in the specified time 
    period, received a forced disconnect as a result 
    of processing by the vector. DISCCALLS sum(DISCCALLS) 
    (for the “Totals” line)
    Flow In The number of calls that, in the specified time 
    period, were redirected to this vector from within 
    the switch via “route to VDN” and “go to vector” 
    commands.INFLOWCALLS 
    sum(INFLOWCALLS) (for the 
    “Totals” line)
    Flow Out  Number of calls that, in the specified time period, 
    were redirected to another destination by way of 
    a “go to vector,” “route to,” or “adjunct routing” 
    command to a destination other than a split/skill 
    or direct agent. (Calls that route to a split/skill or 
    direct agent by way of a “route to,” “adjunct 
    routing,” or “messaging split/skill” command are 
    still tracked in the vector.)OUTFLOWCALLS 
    sum(OUTFLOWCALLS) (for the 
    “Totals” line)
    Other Calls This includes forced busy calls, forced 
    disconnect calls and outflow calls.
    OTHERCALLS = INCALLS - ACDCALLS -
    ABNCALLS.OTHERCALLS Report Heading Description Database Item, Calculation, or 
     
    						
    							  Historical Reports CentreVu®  Supervisor Version 8 Reports
    Vector Report4-178
    Avg Vector Time The average time, in minutes and seconds, that 
    calls were being processed by the vector. This 
    average, which applies to the specified time 
    period of the report, is for all calls to the vector. 
    The item includes calls that were abandoned, 
    disconnected calls, interflowed calls, and so on. 
    Talk time is not included because calls are 
    removed from the vector when the calls connect 
    to agent voice terminals. Vector processing stops 
    when the “stop” step or the “go to vector” step is 
    processed or the “route to” completes 
    successfully; or at the completion of the last step 
    in the vector, when busy or disconnect is sent, 
    when the call abandons, or when a messaging 
    split/skill or adjunct routing command succeeds.INTIME/INCALLS 
     
     (for 
    the “Totals” line) Report Heading Description Database Item, Calculation, or 
     
    						
    							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
    Overview5-1
    5 Integrated Reports
    .........................................................................................................................................................................................................................................................Overview
    PurposeThis chapter is written for supervisors who use CentreVu Supervisor 
    integrated reports to effectively run the call center. Integrated reports can be 
    displayed on your PC, printed, stored to a file, copied to a clipboard, run as a 
    script, or exported to HTML format through the Save as HTML feature.
    IntroductionThis chapter explains every integrated report available through 
    CentreVu 
    Supervisor.
    Definition of
    integrated reportsAt the Integrated Reports tab, reports that refresh in real-time can be 
    selected to display information accumulated from any interval beginning in 
    the past 24 hours until the time the report is generated. Standard integrated 
    reports show data for ACD, agent, split/skill, trunks/trunk group, vector, and 
    VDN activities. The reports you see depend on your switch type, 
    permissions, and system performance.
    How this chapter is
    organizedThis chapter gives a brief description of each available report and definitions 
    of the input fields. It provides the information needed to complete any 
    integrated report input screen.
    Each report section contains the following headings:
    •Things to know about this report—gives you information on factors that 
    affect the integrated report discussed in each section.
    •Report example—provides an example of the report. A table provides 
    report headings, field definitions, and the corresponding database item.
    Diagram of
    integrated reporting
    systemThe following diagram shows how the Integrated reporting system is 
    structured. This section follows the report structure outlined in the diagram- 
    agent reports are described first, followed by split/skill reports, then V
    Presentation of
    report informationThe Integrated reports are available only when you are using the Supervisor 
    application (they are not available through Terminal or standard CMS).
    Only reports that are available exclusively through Supervisor are described 
    in this chapter. An Integrated report combines real-time and historical data 
    for a current view of the day. For general information about Integrated 
    reports, see Chapter 2, 
    Using Reports, in this document. 
    						
    							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
    Overview5-2
    Designer reports are described in the CentreVu® Report Designer 
    Version 8 User Guide585-210-930
    .
    Presentation of report
    informationThe Integrated reports are available only when you are using the 
    Supervisor application (they are not available through Terminal or 
    standard CMS).
    Only reports that are available exclusively through Supervisor are 
    described in this chapter. An Integrated report combines real-time and 
    historical data for a current view of the day. For general information about 
    Integrated reports, see Chapter 2, 
    Using Reports, in this document.
    Historical Data in
    Integrated ReportsOnce the historical CMS database is queried for an integrated report, the 
    historical data in the report will not refresh unless you request the report 
    again. The real-time data will continue to refresh at the end of each 
    interval. Therefore, to see new historical data on an integrated report, you 
    must request the report again to update the data. 
    						
    							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
    Agent Reports5-3
    Agent Reports 
    .........................................................................................................................................................................................................................................................Overview
    PurposeCentreVu Supervisor Agent reports allow for access to information and 
    statistics for each agent from specified start times.
    Organization of this
    sectionThis section contains the following topics:
    •General Information About Agent Reports (5-4)
    •Agent Report Selector Window and Input Fields (5-5)
    •Agent Graphical Information Report (5-7)
    •Agent Information Report (5-13) 
    						
    							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
    General Information About Agent Reports5-4
    .........................................................................................................................................................................................................................................................General Information About Agent Reports
    Organization of Agent
    reportsThe following list shows how the Integrated Agent reports are organized 
    in Supervisor. Depending on your switch type, you will see either the 
    Information or Graphical Information report.
    •Graphical information (with Expert Agent Selection)
    •Information (without Expert Agent Selection) 
    						
    All Lucent Technologies manuals Comments (0)

    Related Manuals for Lucent Technologies CentreVu Supervisor Version 8 Reports Manual