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Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

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    							  Introduction CentreVu®  Supervisor Version 8 Reports
    Agent and Trunk States1-15
    Trunk states IDLE  
    The trunk is waiting for a call.
    CONN  The caller and agent are connected on a call.
    QUEUED  An ACD call has seized a trunk and is queued to a split 
    or skill waiting for an agent to answer.
    SEIZED  A call is using the trunk, either incoming or outgoing.
    MBUSY  The trunk is maintenance busy, or out of service for 
    maintenance purposes.
    HOLD  The agent has put the caller on this trunk on hold.
    UNKNOWN  CentreVu CMS does not recognize the state of the 
    trunk.
    DABN  The caller abandoned the call. The trunk quickly goes to 
    idle.
    FBUSY  Forced busy. The caller receives forced busy signal if you 
    have an ECS or Generic 2 switch with Call Vectoring. For the ECS, 
    you can receive busy calls if there is no call in queue for the split 
    and no agents are available.
    FDISC  The caller receives a forced disconnect. This appears only 
    if you have the Vectoring feature.
    RINGING  A call is ringing at the agents voice terminal. 
    						
    							  Introduction CentreVu®  Supervisor Version 8 Reports
    Refresh Rate for Real-Time and Integrated Reports1-16
    .........................................................................................................................................................................................................................................................Refresh Rate for Real-Time and Integrated Reports
    OverviewWhen you order a real-time or integrated report, you must specify a 
    refresh rate for the report. This rate determines how often the report is 
    updated to display new data.
    Fastest allowable refresh
    rateYour fastest allowable refresh rate is defined in the User Permissions—
    User Data window as minimum refresh rate; see “User Permissions” in 
    the 
    CentreVu® CMS R3V8 Administration (585-210-910) document. For 
    any user, the fastest rate that may be defined is every 3 seconds. 
    However, the actual speed at which a report refreshes may be slower 
    than the defined speed, since the number of active terminals, the number 
    of active windows, and the number of real-time reports can have an 
    impact on refresh rates.
    Default refresh rateThe default refresh rate when you bring up the report input window is 
    your minimum refresh rate (defined by the CMS System Administrator) 
    plus 15 seconds. You can change the refresh rate from the default at any 
    time, with the minimum allowable refresh rate being three seconds. The 
    minimum default refresh rate when a report is run as a script is user-
    defined.
    Shortest refresh rateIf you want to calculate the shortest refresh rates you can get in 
    CentreVu 
    CMS real-time reports for your configuration, go to the cmsadm Menu. 
    The Real-Time Refresh program calculates the best (shortest) refresh 
    rates you can get in 
    CentreVu CMS reports.
    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. 
    						
    							  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
    Overview2-1
    2 Using CentreVu Supervisor Reports
    .........................................................................................................................................................................................................................................................Overview
    PurposeThis chapter gives you general information about how to use CentreVu 
    Supervisor reports. 
    CentreVu Supervisor reports display, report, and 
    summarize the performance of any measured subset of the Automatic Call 
    Directory (ACD), including agents, splits/skills, trunks/trunk groups, Vector 
    Directory Numbers (VDNs), and vectors.
    How to access
    reportsNo matter where you run a report from, the way you select, run, edit, and 
    view a report is the same.
    You will find reports available under the following menus and tabs:
    •Commands | Reports | Real-Time, Historical, or Integrated tab
    •Commands | Dictionary | Reports tab
    •Commands | Exceptions | Reports tab
    •Commands | Agent Administration | Reports tab
    •Commands | Call Center Administration | Reports tab
    •Tools | Maintenance | Reports tab.
    More information
    Procedures that apply to reports that are located in a specific Command or 
    Tool are located in the appropriate chapter in the 
    CentreVu® CMS R3V8 
    Administration 
    (585-210-910) guide.
    How this chapter is
    organizedThe chapter is divided into the following sections:
    •Selecting and running reports
    •Report menu bar
    •Editing and viewing reports 
    						
    							  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
    Selecting and Running Reports2-2
    Selecting and Running Reports
    .........................................................................................................................................................................................................................................................Overview
    PurposeThis section describes how to select and run reports through CentreVu 
    Supervisor.
    Report DesignerIf you have Report Designer and want to easily generate a new 
    customized report, select the Report Wizard button in the Controller 
    toolbar.
    More information
    For more information about the Report Designer, see the CentreVu 
    Report Designer Version 8 User Guide (585-210-930). 
    						
    							  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
    Using the Scripting feature2-3
    .........................................................................................................................................................................................................................................................Using the Scripting feature
    OverviewThe Scripting feature lets you create a script to run a specified report or 
    run a report and export the data on schedule. The report can run in the 
    current 
    CentreVu Supervisor session and be displayed on the PC, or it 
    can run in the background.
    More information
    For more information on the Scripting feature, see Chapter 3, “Scripting,” 
    in the 
    CentreVu® CMS R3V8 Administration (585-210-910) document.
    CentreVu Supervisor
    Controller toolbarThe CentreVu Supervisor Controller toolbar lets you set options for 
    scripting and organizing your scripts, as follows:
    •Options/Scripting — selecting the Scripting  tab in the Options 
    window lets you set script execution as minimum, normal, or 
    maximum. This window also lets you specify a name for the log file 
    and view the contents of the log file.
    •Scripts/Organize Scripts — selecting the Organize Scripts option 
    from the Scripts drop-down menu displays the Organize Scripts 
    window. This window displays all the logged-in users scripts and 
    script folders. Using these lists, you can add a new folder, move a 
    script, delete a script, or rename a script.
    Report SelectorThe Report Selector window lets you create a new script, as follows:
    Save as Script button—selecting this button in the Report Selector 
    window displays the Save as Script dialog box, which enables you to 
    create a new script for the selected report, but does not run the report. 
    The script type is set to interactive and cannot be changed. 
    Report output windowThe Report Output Window menu bar lets you create a new script, as 
    follows:
    Report/Script—selecting the Script option from the Report drop-down 
    menu displays the Save as Script window (only in run mode), which 
    enables you to create a new script for the selected report and run the 
    report. The script can be interactive or automatic.
    Script buttonsThe Script button on the Data Export window displays the Save as Script 
    dialog box, which lets you create a script, export the data from the report, 
    and then exit the report.
    The Script button on the Save as HTML window displays the Save as 
    Script dialog box, which lets you created a new script for the selected 
    report, run the report, and save it in HTML format. The report will exit 
    after the save is complete. 
    						
    							  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
    Selecting a Report2-4
    .........................................................................................................................................................................................................................................................Selecting a Report
    Displaying the Report
    selector windowTo display the Report Selector window, do the following:
    ........................................................................................................................................................................
    1In the Controller toolbar, select Commands to display the Commands 
    drop-down menu.
    ........................................................................................................................................................................
    2Select one of the following windows:
    •Commands | Reports | Real-Time, Historical, or Integrated tab
    •Commands | Dictionary | Reports tab
    •Commands | Exceptions | Reports tab
    •Commands | Agent Administration | Reports tab
    •Commands | Call Center Administration | Reports tab
    •Tools | Maintenance | Reports tab.
    END OF STEPS.................................................................................................................................................................................
    Result:
    A window displays from which you can select a report.
    Making selectionsIn the Select a Report window, do the following:
    ........................................................................................................................................................................
    1Select a category from the Category box.
    ........................................................................................................................................................................
    2Select a report from the Report box. 
    						
    							  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
    Selecting a Report2-5
    ........................................................................................................................................................................
    3Select the ACD for which you want to run the report from the Run 
    Report for ACD box.
    ........................................................................................................................................................................
    4Select OK , or double-click on the report you want to run.
    Result:  A report input window displays.
    ........................................................................................................................................................................
    5Go to Completing the Report Input Window.
    END OF STEPS................................................................................................................................................................................. 
    						
    							  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
    Running a Report2-6
    .........................................................................................................................................................................................................................................................Running a Report
    Types of inputThe following example shows possible types of input that might be 
    required to run a report. The inputs required will vary, depending on 
    which report you are running.
    Completing the report
    input windowFollow these steps in completing an input window:
    ........................................................................................................................................................................
    1Verify that the correct ACD is selected. The current ACD (selected on 
    the selector window) is displayed at the bottom-right of the input 
    window.
    If the wrong ACD is displayed, press the Cancel button and then return to 
    Displaying the Report selector window (2-4) to begin the report selection 
    procedure again to select the correct ACD.
    ........................................................................................................................................................................
    2Fill in the input fields. For the Split/Skill Outbound Interval report input 
    window, the input fields are: Split/Skill,  Date, and Times.
    To fill in an input field, do any of the following:
    •Type in the name or number of the input requested
    •Use the history list (pull-down menu)
    •Press the Browse button  to the right of the input field. This button 
    will allow you to view all of the available inputs.  
    						
    							  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
    Running a Report2-7
    ........................................................................................................................................................................
    3For all reports other than Commands | Reports Real-Time and 
    Integrated tabs, select the report destination. Reports can be viewed 
    on screen or printed on any printer to which your PC is connected.
    To select the report destination, do one of the following:
    •Select the View Report on Screen destination. 
    •Select the Print Report on: destination and choose a printer (if you 
    want to print on a printer other than the one displayed).
    ........................................................................................................................................................................
    4Press the OK button.
    Result:  The report runs.
    END OF STEPS................................................................................................................................................................................. 
    						
    							  Using CentreVu Supervisor Reports CentreVu®  Supervisor Version 8 Reports
    Selecting Report Run Dates2-8
    .........................................................................................................................................................................................................................................................Selecting Report Run Dates
    Selecting DatesWhen you run historical reports, you need to select the date or dates for 
    which to run the report.
    To do this, you can do any of the following:
    •Type the date or date range in the Date(s): input field.
    •Type a relative date (for example, -2 for two days ago).
    •Select the date(s) from the history list of previously used date(s) for 
    this report.
    •Select the Browse button. .
    Browse DateIf you press the Browse button and the input needed is a single date, the 
    Browse Date window displays.
    To select a specific date, use your mouse to point at a day and click. The 
    day is highlighted.
    If you want to choose a date that is not in the current month, use the 
    arrow keys at the bottom of the window to scroll through the months. 
    						
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