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Lucent Technologies CentreVu Supervisor Version 8 Reports Manual

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    							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
    Agent Information Report5-15
    Active Split:  When an agent is on a split or direct agent ACD 
    call or in ACW, this is the split 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. 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. 
    When an agent is on an AUXOUT call with an 
    ACD call on hold, this is the split associated with 
    the ACD call.syn(WORKSKILL)
    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)
    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 
    Calls: The number of direct agent ACD calls that the 
    agent answered.sum(DA_ACDCALLS)
    Staffed Time:  Current number of top agents that are staffed in 
    the skill.sum(TI_STAFFTIME)
    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. 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 will accrue 
    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 Information Report5-16
    ACW The 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. 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)
    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 Split(s)  Split/Skill number for which data was collected. syn(SPLIT) Report Heading Description Database Item, Calculation, or 
     
    						
    							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Reports5-17
    Split/Skill Reports 
    .........................................................................................................................................................................................................................................................Overview 
    PurposeCentreVu Supervisor Split/Skill reports allow access to the following 
    specific information about splits and skills:
    •The current status and cumulative data for one or more splits or 
    skills.
    •The status of agents in the split/skill and cumulative split/skill 
    statistics.
    •The time each specified skill has spent in normal versus overload 
    conditions. 
    						
    							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
    General Information About Split/Skill Reports5-18
    .........................................................................................................................................................................................................................................................General Information About Split/Skill Reports
    Organization of this
    sectionThis section contains the following topics:
    •Organization of Split/Skill reports (5-18)
    •Split/Skill Reports Selector Window and Input Fields (5-19)
    •Split/Skill Reports Selector Window and Input Fields (5-19)
    •Split/Skill Comparison Report (5-21)
    •Graphical Skill Overload Report (5-24)
    •Graphical Split/Skill View Report (5-26)
    Organization of Split/
    Skill reportsThe following list shows how the Integrated Split/Skill reports are 
    organized in 
    CentreVu Supervisor:
    •Comparison
    •Graphical Skill Overload
    •Graphical Split/Skill View
    •Graphical Skill Overload  
    						
    							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Reports Selector Window and Input Fields5-19
    .........................................................................................................................................................................................................................................................Split/Skill Reports Selector Window and Input Fields
    Split/Skill reports
    selector windowThe following figure is an example of the Split/Skill report selector 
    window. The reports are explained in the same order as listed in the 
    window.
    Split/Skill report input
    fieldsThe following describes the input fields on integrated Split/Skill report 
    input windows. The report input window must be filled in to run the report. 
    These fields are the same for all integrated split/skill reports:
    Field Description
    Splits/Skills:  Enter the appropriate split/skill name(s). Any name you want to 
    appear on the report must have been previously defined and 
    entered in the Dictionary subsystem.
    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. 
    						
    							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Reports Selector Window and Input Fields5-20
    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. Field Description 
    						
    							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Comparison Report5-21
    .........................................................................................................................................................................................................................................................Split/Skill Comparison Report 
    OverviewThis report shows the current status and cumulative data for one or more 
    splits or skills.
    Things to know about
    this reportHer are some things to know about this report:
    •Call center supervisors or administrators who are responsible for 
    several splits/skill can use this report to see if splits/skills have 
    comparable talk times, abandon rates, and average speed of 
    answer figures that are comparable up until a certain point in the 
    day.
    •The database items for the Split/Skill Comparison report are stored 
    in the csplit (current interval) and hsplit (intrahour interval) 
    table.
    •This report uses the Split/Skill Comparison Report Input Window. 
    See 
    Split/Skill Reports Selector Window and Input Fields (5-19) for input 
    field definitions.
    Split/Skill Comparison
    report exampleThis figure provides an example of a Split/Skill Comparison report. 
    						
    							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Comparison Report5-22
    Split/Skill Comparison
    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.
    Split/Skill:  The name or number of the split(s)/skill(s) 
    selected for the report.syn(SPLIT)
    Skill State Current state of this skill, compared to the 
    administered thresholds. Requires ECS R6 or 
    later with 
    CentreVu Advocate. SKSTATE
    Agents Staffed  The login identification of the agent. STAFFED
    Calls Waiting The total number of ACD calls waiting to be 
    answered for each split/skill in the report. This 
    includes calls that are in queue and ringing at an 
    agent voice terminal. It also includes outbound 
    ACD calls placed by an adjunct (also called 
    outbound predictive dialing), for the Generic 3 
    with ASAI only. For the Generic 3 switches, it 
    does not include direct agent calls.INQUEUE + INRING
    Oldest Call 
    Waiting The number of seconds that the oldest call has 
    waited in queue or ringing at an agent voice 
    terminal for each split/skill in the report. This does 
    not include direct agent calls.OLDESTCALL
    ACD Calls  The ACD calls that were queued to the split/skill 
    and answered by an agent. This does not include 
    direct agent calls, but it does include ACD calls 
    placed by an adjunct (also called outbound 
    predictive dialing), for the Generic 3 with ASAI 
    only.ACDCALLS
    Avg ACD Time The average talk time for all ACD calls to the 
    split. This does not include hold time on direct 
    agent calls, but it does include talk time of all 
    outbound ACD calls placed by an adjunct (also 
    called outbound predictive dialing), for the 
    Generic 3 with ASAI only.ACDTIME / ACDCALLS, 
     
    						
    							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
    Split/Skill Comparison Report5-23
    Aban Calls  The total number of queued calls for each split/
    skill that abandoned before an agent answered. 
    This includes calls that are ringing at a voice 
    terminal but does not include direct agent calls. It 
    also includes the number of outbound calls for 
    each split/skill that abandoned at the far end 
    before an agent answered. For the Generic 3 
    with the ASAI feature only.ABNCALLS
    Avg Aban Time  The average time a caller waited before hanging 
    up.ABNTIME / ABNCALLS
    Avg Speed Ans The average time calls waited in queue and 
    ringing before an agent answered. This does not 
    include direct agent calls, but it does include 
    outbound ACD calls placed by an adjunct (also 
    called outbound predictive dialing), for the 
    Generic 3 with ASAI only. ANSTIME / ACDCALLS, 
     Report Heading Description Database Item, Calculation, or 
     
    						
    							  Integrated Reports CentreVu®  Supervisor Version 8 Reports
    Graphical Skill Overload Report5-24
    .........................................................................................................................................................................................................................................................Graphical Skill Overload Report 
    OverviewThis report shows the amount of time each specified skill has spent in 
    normal versus overload conditions from the report start time until the 
    report generation time since a specified start time in the last 24 hours.
    This report is available only if you have purchased the Expert Agent 
    Select (EAS) feature.
    Things to know about
    this reportHer are some things to know about this report:
    •The Graphical Skill Overload report is a vertical bar graph.
    •The database items for the report are stored in the csplit (current 
    interval) and hsplit (intrahour interval) table.
    •This report uses the Split/Skill Comparison Report Input Window. 
    See 
    Split/Skill Reports Selector Window and Input Fields (5-19) for input 
    field definitions.
    Graphical Skill Overload
    report exampleThis figure provides an example of a Graphical Skill Overload report. 
    						
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