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Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

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    							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
    Agent Report Selector Window and Input Fields5-5
    .........................................................................................................................................................................................................................................................Agent Report Selector Window and Input Fields
    Agent report selector
    windowThis figure is an example of the Agent report selector window. The 
    reports are explained in the same order as listed in the window. 
    						
    							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
    Agent Report Selector Window and Input Fields5-6
    Agent report input fieldsThe following describes the input fields on Integrated Agent report input 
    windows. The report input window must be filled in to run the report. 
    These fields are the same for all Agent report input windows.
    Field Description
    Agent: Enter the name of the agent. The agents name must be defined in 
    the Dictionary subsystem; otherwise, you will see the agent login 
    IDs.
    Report Data Start Time: Enter the day and time (either in military time or with AM/PM 
    specified) you want the report to start collecting data. The time 
    entered (or the time adjusted to the nearest previous interval start 
    time relative to the entered time) is used to populate the Report 
    Data Start Time field on the report. NOTE: If no report start time is 
    available, the start time will be midnight of the current day. The 
    report start time must be less than 24 hours before the current time.
    Refresh Every  Seconds Enter the number of seconds (3 to 600) to specify how rapidly 
    CentreVu CMS should update the report data. The default value for 
    the Refresh rate in seconds: field in this window is your assigned 
    minimum refresh rate plus 15 seconds. To find out what your 
    minimum refresh rate is, or to change it, check with your 
    CentreVu 
    CMS administrator.
    Enable Report Thresholds Check this box to turn on the thresholds for the report.
    Run Minimized Check this box to minimize the report. 
    						
    							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
    Agent Graphical Information Report5-7
    .........................................................................................................................................................................................................................................................Agent Graphical Information Report 
    OverviewThe Agent Graphical Information Report shows information and statistics 
    for an agent from a specified interval start time, within the past 24 hours. 
    Things to know about
    this reportHere are some things to know about this report:
    •This report can be accessed in the following ways:
    •From the Integrated Agent Category selector menu.
    •By drilling down to this report from the Agent Name or Login ID 
    fields on other reports (for example, Work State, Graphic AUX Agent 
    reports or Call Center Administration windows).
    •If the system is a switch that does not have the EAS feature, see the 
    section, “Agent Information report,” in this chapter for details. 
    •This report is available for all switch releases. Contents of this report 
    will vary depending upon the switch release for which it is being run.
    •Supervisors can use this report to access further information on one 
    particular agent without having to execute several steps and several 
    different reports to get the pertinent information. This report enables 
    supervisors to quickly evaluate agent performance and decide 
    whether an agent should be added to or removed from a skill.
    •If an agent logs off while an Integrated Agent Report is being 
    displayed, the staffed time and AUX time for that agent may drop, 
    because the real-time component of the times is no longer present. 
    Restarting the report will cause the integrated times to be displayed 
    once again.
    •The database items for the Agent Graphical Information Report are 
    stored in the cagent (current interval) and hagent (intrahour 
    interval) tables.
    •This report uses the Agent Graphical Information Report input 
    window. See 
    Agent Report Selector Window and Input Fields (5-5) for 
    input field definitions. 
    This report is available in two forms:
    •DEFINITY Enterprise Communications Server (ECS) with the EAS 
    feature. 
    •Generic 3 Version 4 and earlier switches with the EAS feature.  
    						
    							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
    Agent Graphical Information Report5-8
    DEFINITY ECS R5 and
    later informationThe following list describes the information this report will contain for the 
    DEFINITY ECS Release 5 and later switch:
    •A two-dimensional bar chart shows the time the agent has spent in 
    each of the work states since the report data start time. Above the 
    bar chart is the text “Agent Time Spent.”
    •A table show the skills assigned to the agent and the corresponding 
    skill level. A scroll bar is provided if the number of skills to which the 
    agent is assigned exceeds the default size of this table.
    Agent Graphical
    Information report
    exampleThis figure provides an example of an Agent Graphical Information 
    report.
    Agent Graphical
    Information report
    descriptionThis table describes the report fields:
    Report Heading Description Database Item, Calculation, or 
    
    Report Data 
    Start Time:The day and time that the report started 
    collecting data.No database item.
    Agent:  The names (or agent IDs if the names have not 
    been assigned in Dictionary) of the agents 
    assigned and logged into this split/skill.syn(LOGID) 
    						
    							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
    Agent Graphical Information Report5-9
    Login ID:  The login identification of the agent. LOGID
    Extn:  The extension that the agent logged in from. EXTENSION
    State:  The current work mode (state) that the agent is in 
    (AVAIL, ACD, ACW, AUX, DACD, DACW, 
    RINGING, UNKNOWN, OTHER, UNSTAFF) and 
    the call direction (blank, IN or OUT).syn(AWORKMODE) and 
    syn(DIRECTION)
    Time:  The elapsed time since the last agent 
    WORKMODE change for any split/skill. This item 
    is not reset if the DIRECTION changes, but 
    WORKMODE remains the same. For example, if 
    the agent goes from AUX to AUXOUT to AUX, 
    AGTIME continues without resetting.AGTIME
    Active Split/Skill:  When an agent is on a split/skill or direct agent 
    ACD call or in ACW, this is the split/skill 
    associated with the call or ACW. When an agent 
    is available, in AUX or in OTHER, this is null 
    (blank). When an agent is on an AUXIN/
    AUXOUT call, this is the OLDEST_LOGON split/
    skill. When an agent is on an AUXIN/AUXOUT 
    call from the available state, while in AUX or with 
    an AUXIN/AUXOUT call on hold, this is the 
    OLDEST_LOGON split/skill. When an agent is on 
    an AUXIN call with an ACD call on hold, this is 
    the OLDEST_LOGON split/skill. When an agent 
    is on an AUXOUT call with an ACD call on hold, 
    this is the split/skill associated with the ACD call.syn(WORKSKILL)
    AUX Reason:  The reason code associated with the agents 
    current state. This is blank if the agent is not in 
    the AUX state. For agents in AUX on switch 
    releases that are earlier than the ECS or that do 
    not have EAS and reason codes active, this will 
    only be 0 (zero).syn(AUXREASON)
    Top Skill:  The agents first-administered, highest-level, 
    measured skill, where skill level 1 is the highest, 
    and skill level 16 is the lowest.syn(TOPSKILL)
    Call Handling 
    Preference: The agents call handling preference. Values are 
    blank, skill level (LVL), percent (PCNT) or 
    greatest need (NEED). syn(PREFERENCE) Report Heading Description Database Item, Calculation, or 
     
    						
    							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
    Agent Graphical Information Report5-10
    ACD Calls:  The queued ACD calls to the split/skill that were 
    answered by an agent in the split/skill. This does 
    not include direct agent calls, but it does include 
    ACD calls placed by an adjunct (outbound 
    predictive dialing—Generic switches with ASAI 
    only).sum(ACDCALLS)
    Login Time:  The time of the day that the agent logged into this 
    SPLIT. This field is not set unless the agent is 
    logged in. Values include NULL and time-of- day.LOGONSTART
    Move Pending?:  A move to a new split or skill or a change of skills 
    is pending for this agent. This is available only for 
    Generic 3 Version 4 and later switch releases 
    with the “Move Agent While Staffed” feature.MOVEPENDING
    Direct Agent 
    Skill: The skill that is currently assigned as the agents 
    direct agent skill. Direct agent calls to the agent 
    are queued to this skill.syn(DA_SKILL)
    Direct Agent 
    Calls: The number of direct agent ACD calls that the 
    agent answered.DA_ACDCALLS
    Split/Skill:  The split/skill number for which the data was 
    collected.syn(SPLIT)
    Level:  The skill level (1-16) or reserve skill level (1 or 2) 
    that is associated with the SPLIT. syn(LEVEL)
    Percent  Agentss percent allocation for this SPLIT. 
    Requires 
    DEFINITY ECS R6 or higher with 
    CentreVu Advocate.PERCENT
    AVAIL The time since the report start time that the agent 
    was in the available state for split/skill or direct 
    agent ACD calls in any split/skill. TI_AVAILTIME 
    is recorded for the split/skill that was the 
    OLDEST_LOGON. For non-EAS operation, if an 
    agent logged into multiple splits in AUX mode in 
    one split and is available for ACD calls in another 
    split. The agent accrues I_AVAILTIME for the split 
    in which the agent is available and 
    TI_AVAILABLE in the split logged into the 
    longest.sum(TI_AVAILTIME)
    ACD The time during the collection interval that the 
    agent was talking on ACD calls for the SPLIT.sum(I_ACDTIME + 
    I_DA_ACDTIME) Report Heading Description Database Item, Calculation, or 
     
    						
    							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
    Agent Graphical Information Report5-11
    ACW The total time during the collection interval that 
    the agent was in after call work (ACW). This 
    includes ACW for split/skill ACD calls and ACW 
    not associated with the call.sum (I_ACWTIME + 
    I_DA_ACWTIME)
    AUX The time during the collection interval that the 
    agent was in AUX in all splits/skills or on 
    AUXINCALLS or AUXOUTCALLS. “TI__” stands 
    for the time that is stored for the split/skill logged 
    into the longest.sum(TI_AUXTIME)
    RINGING The time during the collection interval that the 
    agent had split/skill and direct agent ACD calls 
    ringing. If the agent changes work modes or 
    answers/makes another call instead of answering 
    the ringing call, I_RINGTIME will stop 
    accumulating. RINGTIME is the time the caller 
    spends ringing and is independent of agent 
    activity.sum(I_RINGTIME)
    OTHER The time during the collection interval that the 
    agent was doing other work in all splits/skills. For 
    Generic 3 switches, while in Auto-in or Man-In: 
    the agent put any call on hold and performed no 
    further action, the agent dialed to place a call or 
    to activate a feature, or an extension call rang 
    with no other activity. For all switches, 
    TI_OTHERTIME is collected for the time period 
    after the link to the switch comes up or after the 
    agent logs in and before the CMS receives 
    notification of the agents state from the switch.sum(TI_OTHERTIME)
    Staffed Time:  The time during the collection interval that the 
    agent was staffed in any split/skill. The “TI_” 
    stands for the time that is stored only for the split 
    or skill that the agent is logged into for the longest 
    amount of time. sum(TI_STAFFTIME) Report Heading Description Database Item, Calculation, or 
     
    						
    							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
    Agent Graphical Information Report5-12
    AUX Time:  The time during the collection interval that the 
    agent was in AUX in all splits/skills or on 
    AUXINCALLS or AUXOUTCALLS. The “TI_” 
    stands for the time that is stored only for the split 
    or skill that the agent is logged into for the longest 
    amount of time.sum(TI_AUXTIME)
    Reason Code  The time that the agent spent in active AUX 
    reason codes. It is the same as TI_AUXTIME for 
    switches without AUX reason codes active. The 
    “TI_” stands for the time that is stored only for the 
    skill that the agent is logged into for the longest 
    amount of time.sum(TI_AUXTIME0) Report Heading Description Database Item, Calculation, or 
     
    						
    							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
    Agent Information Report5-13
    .........................................................................................................................................................................................................................................................Agent Information Report 
    OverviewThe Agent Information report shows information and statistics for an 
    agent from a specified start time.
    Things to know about
    this reportHere are some things to know about this report:
    •This report is not available with the EAS feature.
    •This report uses the Agent Graphical Information Report Input 
    Window. See 
    Agent Report Selector Window and Input Fields (5-5) for 
    input field definitions. 
    •When a Supervisor user drills down from an agent name to an Agent 
    Information report and selects an integrated report, the report data 
    start time defaults to the start time specified in the last integrated 
    report input window. If no integrated report has ever been entered, 
    the default is set to midnight. Supervisor users have the ability to 
    restart this report just as any other Supervisor report can be 
    restarted, and a different report start time can be specified when the 
    report is restarted.
    •The database items for the Agent Information report are stored in 
    the cagent (current interval) and hagent (intrahour interval) 
    tables.
    This report can be accessed in the following ways:
    •From the Integrated Agent Category selector menu.
    •By drilling down to this report from the Agent Name or Login ID 
    fields on other reports (for example, Agent Information, Work State, 
    Graphic AUX Agent reports or from Call Center Administration 
    windows).
    •If an agent logs off while an Integrated Agent Report is being 
    displayed, the staffed time and AUX time for that agent may drop, 
    because the real-time component of the times is no longer present. 
    Restarting the report will cause the integrated times to be displayed 
    once again. 
    						
    							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
    Agent Information Report5-14
    Agent Information report
    exampleThis figure provides an example of an Agent Information report: 
    Agent Information report
    descriptionThis table describes the report fields.
    Report Heading Description Database Item, Calculation, or 
    
    Report Data 
    Start Time: The day and time that the report started 
    collecting data.No database item.
    Agent:  The names (or agent IDs if the names have not 
    been assigned in Dictionary) of the agents 
    assigned and logged into this split/skill.syn(LOGID)
    Login ID:  The login identification of the agent. LOGID
    Extn:  The extension that the agent logged in from. EXTENSION
    Percent  The agents percent allocation.  PERCENT
    State:  The current work mode (state) that the agent is in 
    (AVAIL, ACD, ACW, AUX, DACD, DACW, RING, 
    UNKNOWN, OTHER, UNSTAFF) and the call 
    direction (blank, IN or OUT).syn(AWORKMODE) and 
    syn(DIRECTION)
    Time:  The elapsed time since the last agent 
    WORKMODE change for any split/skill. This item 
    is not reset if the DIRECTION changes, but 
    WORKMODE remains the same. For example, if 
    the agent goes from AUX to AUXOUT to AUX, 
    AGTIME continues without resetting.AGTIME 
    						
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