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MAIN MENU
MASTER INDEX
GLOSSARY
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CentreVu® Supervisor Version 8 Reports
Contents
Preface
- Conventions used
- Report examples
1 Introduction
2 Using CentreVu Supervisor Reports
3 Real-Time Reports
4 Historical Reports
5 Integrated Reports
Appendix A: Database Items and Calculations
- Overview
Glossary
Index
- Symbols
- Numerics
- A
- B
- C
- D
- E
- F
- G
- H
- I
- L
- M
- N
- O
- P
- Q
- R
- S
- T
- U
- V
- W

CentreVu

 Supervisor

Version 8

Reports

585-210-929

Comcode 108502188

Issue 1

December 1999

Printed in U.S.A.

Notice

Every effort was made to ensure that the information in this book was

complete and accurate at the time of printing. However, information is

subject to change.

Your Responsibility for Your System’s Security

Toll fraud is the unauthorized use of your telecommunications system by

an unauthorized party, for example, persons other than your company’s

employees, agents, subcontractors, or persons working on your company’s

behalf. Note that there may be a risk of toll fraud associated with your

telecommunications system and, if toll fraud occurs, it can result in sub-

stantial additional charges for your telecommunications services.

You and your system manager are responsible for the security of your sys-

tem, such as programming and configuring your equipment to prevent

unauthorized use. The system manager is also responsible for reading all

installation, instruction, and system administration documents provided

with this product in order to fully understand the features that can intro-

duce risk of toll fraud and the steps that can be taken to reduce that risk.

Lucent Technologies does not warrant that this product is immune from or

will prevent unauthorized use of common-carrier telecommunication ser-

vices or facilities accessed through or connected to it. Lucent Technolo-

gies will not be responsible for any charges that result from such

unauthorized use.

Lucent Technologies Fraud Intervention

If you suspect that you are being victimized by toll fraud and you need

technical support or assistance, call Technical Service Center Toll Fraud

Intervention Hotline at 1-800-643-2353.

Federal Communications Commission Statement

Part 15: Class A Statement. This equipment has been tested and found to

comply with the limits for a Class A digital device, pursuant to Part 15 of

the FCC Rules. These limits are designed to provide reasonable protection

against harmful interference when the equipment is operated in a commer-

cial environment. This equipment generates, uses, and can radiate radio

frequency energy and, if not installed and used in accordance with the

instruction manual, may cause harmful interference to radio communica-

tions. Operation of this equipment in a residential area is likely to cause

harmful interference, in which case the user will be required to correct the

interference at his own expense.

Part 15: Class B Statement. This equipment has been tested and found to

comply with the limits for a Class B digital device, pursuant to Part 15 of

the FCC Rules. These limits are designed to provide reasonable protection

against harmful interference in a residential installation. This equipment

generates, uses, and can radiate radio-frequency energy and, if not

installed and used in accordance with the instructions, may cause harmful

interference to radio communications. However, there is no guarantee that

interference will not occur in a particular installation. If this equipment

does cause harmful interference to radio or television reception, which can

be determined by turning the equipment off and on, the user is encouraged

to try to correct the interference by one or more of the following measures:

• Reorient the receiving television or radio antenna where this

may be done safely.

• To the extent possible, relocate the receiver with respect to the

telephone equipment.

• Where the telephone equipment requires ac power, plug the

telephone into a different ac outlet so that the telephone equip-

ment and receiver are on different branch circuits.

Part 15: Personal Computer Statement. This equipment has been certi-

fied to comply with the limits for a Class B computing device, pursuant to

Subpart J of Part 15 of FCC Rules. Only peripherals (computing input/

output devices, terminals, printers, etc.) certified to comply with the Class

B limits may be attached to this computer. Operation with noncertified

peripherals is likely to result in interference to radio and television recep-

tion.

Part 68: Answer-Supervision Signaling. Allowing this equipment to be

operated in a manner that does not provide proper answer-supervision sig-

naling is in violation of Part 68 rules. This equipment returns answer-

supervision signals to the public switched network when:

• Answered by the called station

• Answered by the attendant

• Routed to a recorded announcement that can be administered

by the CPE user

This equipment returns answer-supervision signals on all DID calls for-

warded back to the public switched telephone network. Permissible

exceptions are:

• A call is unanswered

• A busy tone is received

• A reorder tone is received

Canadian Department of Communications (DOC)

Interference Information

This digital apparatus does not exceed the Class A limits for radio noise

emissions set out in the radio interference regulations of the Canadian

Department of Communications.

Le Présent Appareil Nomérique n’émet pas de bruits radioélectriques

dépassant les limites applicables aux appareils numériques de la class A

préscrites dans le reglement sur le brouillage radioélectrique édicté par le

ministére des Communications du Canada.

Trademarks

●DEFINITY is a registered trademark of Lucent Technologies.

●CentreVu is a registered trademark of Lucent Technologies.

●CONVERSANT is a registered trademark of Lucent Technologies.

●Informix is a registered trademark of Informix Software, Inc.

●Intel is a registered trademark of Intel.

●Microsoft, MS, MS-DOS, Windows, Windows 95, Windows NT, and

Access are registered trademarks of Microsoft Corporation.

●OpenLink is a trademark of OpenLink Software.

●Crystal Reports is a trademark of SeaGate Software.

●Solaris is a trademark of Sun Microsystems, Inc.

●SPARC trademarks, including the SCD compliant logo, are

trademarks or registered trademarks of SPARC International, Inc.

SPARCstation, SPARCserver, SPARCengine, SPARCworks, and

SPARCompiler are licensed exclusively to Sun Microsystems, Inc.

Products bearing SPARC trademarks are based upon an architecture

developed by Sun Microsystems, Inc.

●Sun and Sun Microsystems are trademarks or registered trademarks

of Sun Microsystems, Inc.

●Ultra Enterprise 3000 and Ultra 5 are trademarks of Sun

Microsystems, Inc.

●UNIX is a registered trademark in the United States and other

countries, licensed exclusively through X/Open Company Limited.

●All other products mentioned herein are the trademarks of their

respective owners.

Ordering Information

Call: Lucent Technologies Publications Center

Voice: 1-800-457-1235

International Voice: 317-322-6416

Fax: 1-800-457-1764

International Fax: 317-322-6699

Write: Lucent Technologies BCS Publications Center

2855 N. Franklin Road

Indianapolis, IN 46219

Order: Document No. 585-210-929

Comcode 108502188

Issue 1, December 1999

You can be placed on a Standing Order list for this and other documents

you may need. Standing Order will enable you to automatically receive

updated versions of individual documents or document sets, billed to

account information that you provide. For more information on Standing

Orders, or to be put on a list to receive future issues of this document,

please contact the Lucent Technologies Publications Center.

Warranty

Lucent Technologies provides a limited warranty on this product. Refer to

the “Limited use Software License Agreement” card provided with your

package.

European Union Declaration of Conformity

Lucent Technologies Business Communications Systems declares that

XXX equipment specified in this document conforms to the referenced

European Union (EU) Directives and Harmonized Standards listed below:

EMC Directive 89/336/EEC

Low Voltage Directive 73/23/EEC

The “CE” mark affixed to the equipment

means that it conforms to the above

Directives.

Heritage Statement

Lucent Technologies—formed as a result of AT&T’s planned restructur-

ing—designs, builds, and delivers a wide range of public and private net-

works, communication systems and software, consumer and business

telephone systems, and microelectronics components. The world-

renowned Bell Laboratories is the research and development arm for the

company.

Comments

To comment on this document, return the comment card at the front of the

document.

Acknowledgment

This document was developed by Lucent Technologies Global Learning

Solutions Organization.

Table of Contents

CentreVu

® Supervisor Version 8

Reports

CentreVu®

Supervisor Version 8 Reports

iii

.........................................................................................................................................................................................................................................................

Preface P-1

Conventions used P-1

Report examples P-2

1 Introduction 1-1

Overview 1-1

About CentreVu CMS and Supervisor 1-1

Interactions with switch features 1-5

How CentreVu CMS tracks ACD data 1-5

Things to Know About the System 1-6

Overview 1-6

Organization 1-6

Terminology 1-7

Terms 1-7

Prerequisite System Administration 1-9

Dictionary 1-9

Call Center Administration 1-9

User Permissions 1-9

System Setup 1-9

Relationships to Other Subsystems 1-10

Timetable 1-10

CMS 1-10

Dictionary 1-10

Exceptions 1-10

Scripting 1-10

User Permissions 1-11

Things to Know About CentreVu Supervisor Reports 1-12

Overview 1-12

Organization 1-12

Agent and Trunk States 1-13

CentreVu®

CMS R3V8 Upgrades and Migration

Agent states 1-13

Trunk states 1-15

Refresh Rate for Real-Time and Integrated Reports 1-16

Fastest allowable refresh rate 1-16

Default refresh rate 1-16

Shortest refresh rate 1-16

Historical Data in Integrated Reports 1-16

2 Using CentreVu Supervisor Reports 2-1

Overview 2-1

How to access reports 2-1

How this chapter is organized 2-1

Selecting and Running Reports 2-2

Overview 2-2

Report Designer 2-2

Using the Scripting feature 2-3

CentreVu Supervisor Controller toolbar 2-3

Report Selector 2-3

Report output window 2-3

Script buttons 2-3

Selecting a Report 2-4

Running a Report 2-6

Types of input 2-6

Selecting Report Run Dates 2-8

Selecting Dates 2-8

Browse Date 2-8

Browse Dates 2-9

Browse Month 2-9

Browse Months 2-10

Selecting Report Run Times 2-11

Selecting times 2-11

Browse Time 2-11

Exiting and Restarting Reports 2-12

How to exit a report 2-12

How to restart a report 2-12

Report Menu Bar 2-13

Overview 2-13

Report 2-14

Report menu 2-14

Menu item functions 2-15

CentreVu®

CMS R3V8 Upgrades and Migration

Save as HTML 2-17

Browsers 2-17

Selecting Save as HTML location 2-17

Output files 2-19

Templates 2-19

Not using templates 2-19

Using existing templates 2-20

Save as HTML template tags 2-20

Fonts 2-20

Print Preview 2-21

Access Print Preview 2-21

Print Preview dialog box 2-21

Print Preview fields 2-22

Edit 2-24

Edit menu 2-24

Menu item functions 2-24

Format 2-26

Format menu 2-26

Menu item functions 2-26

Tools 2-27

Tools menu 2-27

Menu item functions 2-27

Options 2-28

Options menu 2-28

Menu item functions 2-28

Editing and Viewing Reports 2-29

Overview 2-29

Organization 2-29

Report Layouts 2-30

Report types 2-30

What constitutes a report? 2-30

Tables 2-30

Charts 2-31

Formatting Table Reports 2-32

Accessing the Table Format Options window 2-32

General tab 2-32

General tab parameters 2-33

Sort tab 2-33

Using the Sort tab 2-34

Formatting Chart Reports 2-35

Accessing the Chart Format Options window 2-35

General tab 2-36

General tab input fields 2-36

CentreVu®

CMS R3V8 Upgrades and Migration

3D Effects tab 2-37

3D Effects tab input fields 2-38

Axis tab 2-39

Axis tab input fields 2-39

Type tab 2-40

Type tab input fields 2-40

Title tab 2-41

Title tab input fields 2-41

Legend tab 2-42

Legend tab input fields 2-42

Data Labels tab 2-43

Data Labels tab input fields 2-43

Minimizing Report Output Windows 2-45

Icons associated with minimized report windows 2-45

Icons associated with minimized report thresholds 2-46

Right mouse button pop-up menus 2-47

Menus displayed 2-47

Rotating a 3D chart 2-49

Exporting Report Data 2-50

Defaults 2-50

Report format 2-50

Copying Chart Reports 2-53

Resizing Report Windows and Columns 2-54

Resizing a window 2-54

Standard Supervisor report window 2-54

Graphical report window 2-54

Changing a column width 2-54

Selecting a Printer 2-55

Print setup options 2-55

Setting Up a Page 2-57

Page setup options 2-57

Setting Report Threshold Highlights 2-59

Reports 2-59

Entities 2-59

Turn highlights on and off 2-59

Example 2-59

Set Report Threshold Highlights 2-60

Before you start 2-60

Tips for Setting Report Threshold Highlights 2-63

Tips for setting report threshold highlights 2-63

Available Agent Threshold Settings 2-65

Agent threshold settings 2-65

Available Split/Skill Threshold Settings 2-68

Split/skill threshold settings 2-68

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Available VDN Threshold Settings 2-71

VDN threshold settings 2-71

Report Options 2-73

Functions 2-73

Options General Tab 2-74

Options general tab 2-74

Options Report Colors Tab 2-76

Options report colors tab 2-76

Options Threshold Colors Tab 2-78

Options threshold colors tab 2-78

Options Name Format Tab 2-79

Options name format tab 2-79

Create a New Report Color Scheme 2-81

Procedure 2-81

Create a New Threshold Color Scheme 2-84

Procedure 2-84

Create a New Name Format 2-87

Procedure 2-87

3 Real-Time Reports 3-1

Overview 3-1

Introduction 3-1

Organization of Real-Time Reports 3-1

Presentation 3-2

Diagram of Real-Time reporting system 3-2

Agent reports 3-4

Overview 3-4

Organization 3-4

General Information About Agent Reports 3-5

What an Agent report contains 3-5

Organization of Agent reports 3-5

Agent report selector window 3-5

Agent Report Input Windows 3-6

Agent report input fields 3-6

3-6

Agent Group Report 3-7

Things to know about this report 3-7

Agent Group report example 3-7

Agent Group report input fields 3-7

Agent Group report description 3-8

Agent Report 3-10

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Things to know about this report 3-10

Agent report example 3-10

Agent report input fields 3-10

Agent report description 3-11

Agent Information Report 3-13

Things to know about this report 3-13

Agent Information report example 3-14

Agent Information report description 3-14

Graphical Information Report 3-17

Things to know about this report 3-17

Graphical Information report example 3-18

Graphical Information report description 3-18

Other Reports 3-22

Overview 3-22

Organization of this section 3-22

General Information About Other Reports 3-23

What Other reports contain 3-23

Organization of Other reports 3-23

Other report selector window 3-23

Event Count Summary Report 3-24

Things to know about this report 3-24

Relationships to other subsystems 3-24

Event Count Summary input window 3-24

Event Count Summary input fields 3-25

Event Count Summary report example 3-25

Event Count Summary report description 3-26

Multi-ACD Report 3-27

Things to know about this report 3-27

Multi-ACD report input window 3-28

Multi-ACD report Input Fields 3-29

Multi-ACD report example 3-30

Multi-ACD report description 3-30

Multi-ACD Top Agent Report 3-35

Things to know about this report 3-35

Multi-ACD Top Agent report input window 3-36

Multi-ACD Top Agent report Input Fields 3-36

Multi-ACD Top Agent report example 3-37

Multi-ACD Top Agent report description 3-38

Queue/Agent Reports 3-41

Overview 3-41

Organization of this section 3-41

General Information About Queue/Agent Reports 3-42

CentreVu®

CMS R3V8 Upgrades and Migration

What Queue/Agent reports contain 3-42

Organization of Queue/Agent reports 3-42

Queue/Agent Report Selector Window and Input Fields 3-43

Queue/Agent report selector window 3-43

Queue/Agent report input fields 3-44

Queue/Top Agent Status Report 3-45

Things to know about this report 3-45

Queue/Top Agent Status report example 3-45

Queue/Top Agent Status report description 3-46

Queue/Agent Status Report 3-50

Things to know about this report 3-50

Queue/Agent Status report example 3-50

Queue/Agent Status report description 3-51

Queue/Agent Summary Report 3-55

Things to know about this report 3-55

Queue/Agent Summary report example 3-55

Queue/Agent Summary report description 3-56

Split/Skill Reports 3-58

Overview 3-58

Organization of this section 3-58

General Information About Split/Skill Reports 3-59

Organization of split/skill reports 3-59

Split/Skill Report Selector Window and Input Fields 3-60

Split/Skill report selector window 3-60

Split/skill report input fields 3-60

Split/Skill Call Profile Report 3-62

Things to know about this report 3-62

Split/Skill Call Profile report example 3-62

Split/Skill Call Profile report description 3-63

Real-Time Graphical Active Agents Report 3-65

Things to know about this report 3-65

Graphical Active Agents report example 3-66

Graphical Active Agents report description 3-66

Real-Time Graphical Allocated Agents Report 3-69

Things to know about this report 3-69

Graphical Allocated Agents report example 3-70

Graphical Allocated Agents report description 3-71

Split/Skill Graphical AUX Agents Report 3-73

Things to know about this report 3-73

Report formats 3-73

Split/Skill Graphical AUX Agents report example 3-74

Split/Skill Graphical AUX Agents report description 3-74

Split/Skill Graphical AUX Top Agents Report 3-76

CentreVu®

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Things to know about this report 3-76

Split/Skill Graphical AUX Top Agents report example 3-77

Split/Skill Graphical AUX Top Agents report description 3-77

Split/Skill Graphical Call Profile Report 3-79

Things to know about this report 3-79

Split/Skill Graphical Call Profile report example 3-80

Split/Skill Graphical Call Profile report description 3-80

Split/Skill Graphical EWT Report 3-83

Things to know about this report 3-83

Split/Skill Graphical EWT report example 3-84

Split/Skill Graphical EWT report description 3-84

Split/Skill Graphical Queue Report 3-86

Things to know about this report 3-86

Split/Skill Graphical Queue report example 3-87

Split/Skill Graphical Queue report description 3-87

Split/Skill Graphical Skill Overload Report 3-89

Things to know about this report 3-89

Split/Skill Graphical Skill Overload report example 3-90

Split/Skill Graphical Skill Overload report description 3-90

Split/Skill Graphical Staffing Profile Report 3-91

Things to know about this report 3-91

Split/Skill Graphical Staffing Profile report example 3-92

Split/Skill Graphical Staffing Profile report description 3-92

Split/Skill Graphical Status Report 3-95

Things to know about this report 3-95

Split/Skill Graphical Status report example 3-96

Split/Skill Graphical Status report description 3-96

Split/Skill Graphical Top Skill Status Report 3-99

Things to know about this report 3-99

Split/Skill Graphical Top Skill Status report example 3-100

Split/Skill Graphical Top Skill Status report description 3-101

Reserve1 AUX Agents Report 3-104

Things to know about this report 3-104

Reserve1 AUX Agents report example 3-105

Reserve1 AUX Agents report description 3-105

Reserve2 AUX Agents Report 3-108

Things to know about this report 3-108

Reserve2 AUX Agents report example 3-109

Reserve2 AUX Agents report description 3-109

Skill AUX Report 3-112

Things to know about this report 3-112

Skill AUX report example 3-112

Skill AUX report description 3-113

Skill Status Report 3-114

CentreVu®

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Things to know about this reports 3-114

Skill Status report example 3-116

Skill Status report description 3-116

Skill Top Agent Report 3-120

Things to know about this report 3-120

Skill Top Agent report example 3-120

Skill Top Agent report description 3-121

Split Status Report 3-125

Things to know about this report 3-125

Split Status report example 3-127

Split Status report description 3-127

Split/Skill Report 3-130

Things to know about this report 3-130

Split/Skill report example 3-131

Split/Skill report description 3-131

Split/Skill by Location Report 3-134

Things to know about this report 3-134

Split/Skill by Location report example 3-134

Split/Skill by Location report description 3-135

Split/Skill Top Agent Status Report 3-136

Things to know about this report 3-136

Split/Skill Top Agent Status report example 3-136

Split/Skill Top Agent Status report description 3-137

Split/Skill Agent Status by Location Report 3-140

Things to know about this report 3-140

Split/Skill Agent Status by Location report example 3-141

Split/Skill Agent Status by Location report description 3-141

Trunk Group Report 3-144

Overview 3-144

Organization of this section 3-144

Trunk Group Report Selector Window and Input Fields 3-145

Trunk Group report selector window 3-145

Trunk Group report input fields 3-145

Trunk Group Report 3-146

Things to know about this report 3-146

Trunk Group report example 3-146

Trunk Group report description 3-146

VDN Reports 3-148

Overview 3-148

Organization of this section 3-148

General Information About VDN Reports 3-149

Organization of VDN reports 3-149

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VDN Report Selector Window and Input Fields 3-150

VDN report selector window 3-150

VDN report input fields 3-150

VDN Call Profile Report 3-152

Things to know about this report 3-152

Prerequisite System Administration 3-152

VDN Call Profile report example 3-153

VDN Call Profile report description 3-153

VDN Graphical Call Profile Report 3-156

Things to know about this report 3-156

VDN Graphical Call Profile report example 3-157

VDN Graphical Call Profile report description 3-157

VDN Skill Preference Report 3-159

Things to know about this report 3-159

VDN Skill Preference report example 3-159

VDN Skill Preference report description 3-160

VDN Report 3-161

Things to know about this report 3-161

VDN report example 3-161

VDN report description 3-162

Vector Report 3-164

Overview 3-164

Organization of this section 3-164

Vector Selector Window and Input Fields 3-165

Vector report selector window 3-165

Vector report input fields 3-165

Vector Report 3-166

Things to know about this report 3-166

Vector report example 3-166

Vector report description 3-166

Drill-Down Reports 3-168

Overview 3-168

Organization of this section 3-168

General Information About Drill-Down Reports 3-169

Drill-down report access 3-169

Location ID as a report field 3-169

Finding drill-down information 3-169

Drill-Down report types 3-169

Modifying drill-down reports 3-169

Drill-Down Top Agent Work State Report 3-170

Accessing the report 3-170

Report contents 3-170

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Report use 3-170

Database items 3-170

Drill-down Top Agent Work State report example 3-171

Drill-down Top Agent Work State report description 3-172

Drill-Down Work State Report 3-174

Accessing the report 3-174

Report contents 3-174

Report Use 3-174

Database Items 3-174

Drill-down Work State report example 3-175

Drill-down Work State report description 3-176

4 Historical Reports 4-1

Overview 4-1

Introduction 4-1

Organization of Historical Reports 4-1

Presentation 4-1

Diagram of historical reporting system 4-2

Presentation of report information 4-3

How long does CMS store data? 4-3

Agent Reports 4-4

Overview 4-4

Organization 4-4

General Information About Agent Reports 4-5

What an Agent report contains 4-5

Organization of Agent reports 4-5

Agent Report selector window 4-6

Agent Report Input Fields 4-7

Agent report input fields 4-7

Agent AUX Report 4-9

Things to know about this report 4-9

Agent AUX report example 4-9

Agent AUX report description 4-10

Agent Attendance Report 4-11

Things to know about this report 4-11

Agent Attendance report example 4-11

Agent Attendance report description 4-12

Agent Event Count Report 4-14

Things to know about this report 4-14

Agent Event Count report example 4-14

Agent Event Count report description 4-15

Agent Graphical Time Spent Daily Report 4-16

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Things to know about this report 4-16

Agent Graphical Time Spent Daily report example 4-17

Agent Graphical Time Spent Daily report description 4-17

Agent Group Attendance Report 4-20

Things to know about this report 4-20

Agent Group Attendance report example 4-20

Agent Group Attendance report description 4-21

Agent Group AUX Report 4-23

Things to know about this report 4-23

Agent Group AUX report example 4-23

Agent Group AUX report description 4-24

Agent Group Summary Report 4-25

Things to know about this report 4-25

Agent Group Summary report example 4-25

Agent Group Summary report description 4-26

Agent Inbound/Outbound Report 4-29

Things to know about this report 4-29

Agent Inbound/Outbound report example 4-29

Agent Inbound/Outbound report description 4-30

Agent Login/Logout (Skill) Report 4-33

Things to know about this report 4-33

Agent Login/Logout (Skill) report example 4-34

Agent Login/Logout (Skill) report description 4-34

Agent Login/Logout (Split) Report 4-35

Things to know about this report 4-35

Agent Login/Logout (Split) report example 4-35

Agent Login/Logout (Split) report description 4-36

Agent Split/Skill Report 4-37

Things to know about this report 4-37

Agent Split/Skill report example 4-37

Agent Split/Skill report description 4-38

Agent Summary Report 4-40

Things to know about this report 4-40

Agent Summary report example 4-40

Agent Summary report description 4-40

Agent Trace by Location Report 4-44

Things to know about this report 4-44

Agent Trace by Location report example 4-44

Agent Trace by Location report description 4-44

Other Reports 4-47

Overview 4-47

Organization 4-47

General Information About Other Reports 4-48

CentreVu®

CMS R3V8 Upgrades and Migration

What an Other Report contains 4-48

Organization of Other reports 4-48

Other report selector window 4-48

Call Records Report 4-49

Things to know about this report 4-49

Call Records report input fields 4-50

Call Records report example 4-50

Call Records report description 4-51

Call Work Code Report 4-54

Things to know about this report 4-54

Prerequisite system administration 4-54

Call Work Code report input fields 4-55

Call Work Code report example 4-55

Call Work Code report description 4-56

Split/Skill Reports 4-57

Overview 4-57

Organization 4-57

General Information About Split/Skill Reports 4-58

What a Split/Skill Report contains 4-58

Organization of Split/Skill reports 4-58

Split/Skill report selector window 4-58

Split/Skill Report Input Fields 4-59

Split/Skill report input fields 4-59

Split/Skill Call Profile Report 4-61

Things to know about this report 4-61

Split/Skill Call Profile report example 4-61

Split/Skill Call Profile report description 4-62

Split/Skill Graphical ASA Report 4-64

Things to know about this report 4-64

Split/Skill Graphical ASA report example 4-65

Split/Skill Graphical ASA report description 4-65

Split/Skill Graphical Average Positions Staffed Report 4-66

Things to know about this report 4-66

Split/Skill Graphical Average Positions Staffed report example 4-67

Split/Skill Graphical Average Positions Staffed report description 4-67

Split/Skill Graphical ASA Daily Report 4-68

Things to know about this report 4-68

Split/Skill Graphical ASA Daily report example 4-69

Split/Skill Graphical ASA report description 4-69

Split/Skill Graphical Call Profile Report 4-70

Things to know about this report 4-70

Split/Skill Graphical Call Profile report example 4-71

Split/Skill Graphical Call Profile report description 4-71

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Split/Skill Graphical Multi-ACD Service Level Report 4-73

Things to know about this report 4-73

Split/Skill Graphical Multi-ACD Service Level report input window 4-73

Split/Skill Graphical Multi-ACD Service Level report input fields 4-74

Split/Skill Graphical Multi-ACD Service Level report example 4-75

Split/Skill Graphical Multi-ACD Service Level report description 4-75

Split/Skill Graphical Service Level Report 4-76

Things to know about this report 4-76

Split/Skill Graphical Service Level report example 4-76

Split/Skill Graphical Service Level report description 4-77

Split/Skill Graphical Skill Overload Report 4-78

Things to know about this report 4-78

Split/Skill Graphical Skill Overload report example 4-78

Split/Skill Graphical Skill Overload report description 4-79

Split/Skill Graphical Time Spent Report 4-80

Things to know about this report 4-80

Split/Skill Graphical Time Spent report example 4-81

Split/Skill Graphical Skill Time Spent report description 4-81

Split/Skill Outbound Report 4-83

Things to know about this report 4-83

Split/Skill Outbound report example 4-83

Split/Skill Outbound Report Description 4-84

Split/Skill Report 4-86

Things to know about this report 4-86

Split/Skill report example 4-86

Split/Skill report description 4-87

Split/Skill by Location Report 4-90

Things to know about this report 4-90

Split/Skill by Location report example 4-90

Split/Skill report description 4-91

Split/Skill Summary Report 4-95

Things to know about this report 4-95

Split/Skill Summary report example 4-96

Split/Skill Summary report description 4-96

System Reports 4-101

Overview 4-101

Organization 4-101

General Information About System Reports 4-102

What a System report contains 4-102

Organization of System reports 4-102

System Report selector window 4-102

System Graphical Maximum Delay Report 4-103

Things to know about this report 4-103

CentreVu®

CMS R3V8 Upgrades and Migration

xvii

Graphical Maximum Delay report input window 4-103

System report input fields 4-104

System Graphical Maximum Delay report example 4-105

System Graphical Maximum Delay report description 4-105

System Multi-ACD by Split/Skill Report 4-107

Things to know about this report 4-107

Multi-ACD by Split/Skill report input window 4-108

Multi-ACD by Split/Skill report input fields 4-109

System Multi-ACD by Split/Skill report example 4-110

System Multi-ACD by Split/Skill report description 4-110

System Multi-ACD Report 4-113

Things to know about this report 4-113

Multi-ACD report input window 4-113

Multi-ACD report input fields 4-114

System Multi-ACD report example 4-115

System Multi-ACD report description 4-115

System Report 4-118

Things to know about this report 4-118

System report input window 4-118

System report input fields 4-119

System report example 4-120

System report description 4-120

Trunk/Trunk Group Reports 4-124

Overview 4-124

Organization 4-124

General Information About Trunk/Trunk Group Reports 4-125

What a Trunk/Trunk Group report contains 4-125

Organization of Trunk/Trunk Group reports 4-125

Trunk/Trunk Group report selector window 4-125

Trunk/Trunk Group Report Input Fields 4-126

Trunk Group report input fields 4-126

Trunk/Trunk Group Busy Hour Report 4-128

Things to know about this report 4-128

Trunk/Trunk Group Busy Hour report example 4-129

Trunk/Trunk Group Busy Hour report description 4-129

Trunk Report 4-131

Things to know about this report 4-131

Trunk report example 4-132

Trunk report description 4-132

Trunk Group Report 4-134

Things to know about this report 4-134

Trunk Group report example 4-135

Trunk Group report description 4-135

CentreVu®

CMS R3V8 Upgrades and Migration

xviii

Trunk Group Summary Report 4-137

Things to know about this report 4-137

Trunk Group Summary report example 4-138

Trunk Group Summary report description 4-138

VDN Reports 4-141

Overview 4-141

Organization 4-141

General Information About VDN Reports 4-142

What a VDN Report contains 4-142

Organization of VDN reports 4-142

VDN report selector window 4-143

VDN Report Input Fields 4-144

VDN report input fields 4-144

VDN Busy Hour Report 4-145

Things to know about this report 4-145

VDN Busy Hour report example 4-145

VDN Busy Hour report description 4-146

VDN Call Profile Report 4-147

Things to know about this report 4-147

Prerequisite system administration 4-147

VDN Call Profile report example 4-148

VDN Call Profile report description 4-148

VDN Graphical Busy/Abandon/Disconnect Comparison Report 4-151

Things to know about this report 4-151

VDN Graphical Busy/Abandon/Disconnect

Comparison report example 4-152

VDN Graphical Call Profile report description 4-153

VDN Graphical Call Profile Report 4-154

Things to know about this report 4-154

VDN Graphical Call Profile report example 4-155

VDN Graphical Call Profile report description 4-155

VDN Graphical Service Level Report 4-158

Things to know about this report 4-158

VDN Graphical Service Level report example 4-159

VDN Graphical Service Level report description 4-159

VDN Multi-ACD Flow Report 4-161

Things to know about this report 4-161

VDN Multi-ACD Flow report example 4-161

VDN Multi-ACD Flow report description 4-162

VDN Report 4-164

Things to know about this report 4-164

VDN Report example 4-164

VDN Report description 4-165

CentreVu®

CMS R3V8 Upgrades and Migration

xix

VDN Skill Preference Report 4-168

Things to know about this report 4-168

VDN Skill Preference report example 4-168

VDN Skill Preference report description 4-169

Vector Report 4-172

Overview 4-172

Organization 4-172

General Information About the Vector Report 4-173

Organization of the Vector Report 4-173

Vector Report selector window 4-173

Vector Report Input Fields 4-174

Vector report input fields 4-174

Vector Report 4-175

Things to know about this report 4-175

Vector report example 4-175

Vector report description 4-176

5 Integrated Reports 5-1

Overview 5-1

Introduction 5-1

Definition of integrated reports 5-1

How this chapter is organized 5-1

Diagram of integrated reporting system 5-1

Presentation of report information 5-1

Presentation of report information 5-2

Historical Data in Integrated Reports 5-2

Agent Reports 5-3

Overview 5-3

Organization of this section 5-3

General Information About Agent Reports 5-4

Organization of Agent reports 5-4

Agent Report Selector Window and Input Fields 5-5

Agent report selector window 5-5

Agent report input fields 5-6

Agent Graphical Information Report 5-7

Things to know about this report 5-7

DEFINITY ECS R5 and later information 5-8

Agent Graphical Information report example 5-8

Agent Graphical Information report description 5-8

Agent Information Report 5-13

CentreVu®

CMS R3V8 Upgrades and Migration

Things to know about this report 5-13

Agent Information report example 5-14

Agent Information report description 5-14

Split/Skill Reports 5-17

Overview 5-17

General Information About Split/Skill Reports 5-18

Organization of this section 5-18

Organization of Split/Skill reports 5-18

Split/Skill Reports Selector Window and Input Fields 5-19

Split/Skill reports selector window 5-19

Split/Skill report input fields 5-19

Split/Skill Comparison Report 5-21

Things to know about this report 5-21

Split/Skill Comparison report example 5-21

Split/Skill Comparison report description 5-22

Graphical Skill Overload Report 5-24

Things to know about this report 5-24

Graphical Skill Overload report example 5-24

Graphical Skill Overload report description 5-25

Graphical Split/Skill View Report 5-26

Things to know about this report 5-26

Graphical Split/Skill View report example 5-26

Graphical Split/Skill View report description 5-27

VDN Report 5-30

Overview 5-30

Organization of this section 5-30

General Information About the VDN Report 5-31

VDN Report selector window 5-31

VDN Report input fields 5-32

VDN Graphical Call Handling Report 5-33

Things to know about this report 5-33

VDN Graphical Call Handling report example 5-34

VDN Graphical Call Handling report description 5-34

Appendix A:Database Items and Calculations A-1

Overview A-1

CentreVu®

CMS R3V8 Upgrades and Migration

xxi

GL Glossary GL-1

IN Index IN-1

CentreVu®

CMS R3V8 Upgrades and Migration

xxii

Preface

CentreVu®

Supervisor Version 8 Reports

P-1

Preface

Purpose This book describes the Call Center reports that are generated through the

CentreVu

 Supervisor software.

The book includes:

•A description of each

CentreVu

 Supervisor report

•An example of each

CentreVu

 Supervisor report

•Definitions of all report fields

•Tips for customizing specific

CentreVu

 Supervisor reports.

Reason for reissue This document is being reissued to comply with

CentreVu

 Call Management

System (CMS) Release 3 Version 8 (R3V8) and

CentreVu

 Supervisor

Release 8 (R8).

Safety labels The following icon signifies a caution, warning, or danger condition.

Intended-Audience The

CentreVu

 Supervisor Version 8 Reports (585-210-929) document is

written for users who analyze the available reports and use them to efficiently

run their call centers.

How to use this

document The following list describes the contents of each chapter and appendix in this

document:

•Chapter 1, Introduction

•Chapter 2, Using

CentreVu

 Supervisor reports

•Chapter 3, Real-time reports: show snapshots of call center activity

throughout the day

•Chapter 4, Historical reports: compile call center information in 15-, 30-,

or 60-minute intervals. The interval information is then converted into

daily, weekly, and monthly summary data.

•Chapter 5, Integrated reports: compile call center information from a

specified start time in the past 24 hours up to and including the current

interval.

•Appendix A, Database items and calculations

Conventions used The following conventions are used throughout this document:

•A Book Title is italicized.

•An Informix table name is in monospaced type.

•A “Chapter Name” is always surrounded by quotes.

Preface

CentreVu®

Supervisor Version 8 Reports

P-2

•A

File name

is in monospaced type.

•A Subsystem Reference is always in initial capital letters.

•A Window Title is always in initial capital letters.

Related documentation The following documents can help you use the CentreVu CMS software

to its maximum capability. Those most closely related to this document

are the Administration and Report Designer documents.

•

CentreVu



Call Management System Release 3 Version 8

Administration (585-210-910)

•

CentreVu



Advocate User Guide (585-210-927)

•

CentreVu



CMS R3V5 Custom Reports (585-215-822, Issue 2)

•

CentreVu



CMS R3V8 External Call History Interface (585-210-912)

•

CentreVu



CMS R3V8 Upgrades and Migrations (585-210-913)

•

CentreVu



CMS R3V6 Sun Microsystems, Inc. Sun



Sun

Microsystems, Inc.Enterprise



Computers Hardware Installation

and Setup (585-215-873, Issue 2)

•

CentreVu



CMS R3V6 Sun Enterprise Computers Connectivity

Diagram (585-215-877, Issue 2)

•

CentreVu



Supervisor Version 8 Installation and Getting Started

(585-210-928)

•

Lucent Call Center Change Description (585-210-925)

•

CentreVu



CMS R3V8 Database Items and Calculations (585-210-

939)

•

CentreVu



Report Designer Version 8 User Guide (585-210-930)

•

CentreVu



CMS R3V8 Documentation CD-ROM (585-210-926)

Report examples The report examples included in this document were taken from test lab

machines and are not intended to emulate real data. Report data will vary

dependent on your individual site.

Introduction

CentreVu®

Supervisor Version 8 Reports

Overview 1-1

1 Introduction

Overview

Purpose This chapter is written for any

CentreVu

Supervisor Release 8 user who

accesses the Real-Time, Historical, and Integrated reports subsystems. It

outlines how reporting works and the reports that are available.

About CentreVu

CMS and Supervisor Call Center reports are generated through the

CentreVu

Supervisor software.

The

CentreVu

Supervisor software monitors the operations of and collects

data from the switch. This data is then organized into reports that help you

manage Call Center facilities and personnel. These reports may be displayed

in real time, printed immediately, stored in a file, or scheduled for printing at a

later time.

The data tracked includes caller identification, service parameters, internal

call transfers, outgoing calls, and agent sales. Real-time reports can be

updated as often as every three seconds and summarized as often as every

15 minutes. Historical reports are available in intervals of 15, 30, or 60

minutes; daily; weekly; and monthly summaries. Integrated reports include

data for a specified start time in the past 24 hours up to and including the

moment the report is generated.

One

CentreVu

CMS can manage up to 10,000 agent/split/skill or agent/skill

pairs in up to eight switches Automatic Call Directories (ACDs) at different

locations. This permits you to add agents in new locations while maintaining

centralized supervision to control costs.

You can use

CentreVu

reports to do the following:

•Determine how many agents are needed

•Manage call volume fluctuations

•Configure the software to make changes automatically and to meet

unexpected demands

•Change agent skill assignments

•Move agents between skills and/or initiate agent audit trails.

•Change Vector Directory Numbers (VDNs) to vector associations.

“About CentreVu CMS and Supervisor (1-1)“ lists the CentreVu Supervisor

reports that are available. The remaining chapters of this document give you

an overview and an example of each report. The reports you see depend on

your switch type, permissions, and system performance.

Introduction

CentreVu®

Supervisor Version 8 Reports

Overview 1-2

Table 1-1

CentreVu

Reports

Report Name Real-Time Historical Integrated

Agent Attendance •

Agent AUX •

Agent Event Count •

Agent Graphical Information •

Agent Graphical Time Spent •

Agent Group Attendance •

Agent Group AUX •

Agent Group Summary •

Agent Group Report •

Agent Inbound/Outbound •

Agent Information •

Agent Login/Logout (Skill) •

Agent Login/Logout (Split) •

Agent Split/Skill •

Agent Status by Location •

Agent Summary •

Agent Report •

Agent Trace by Location •

Busy Hour by Trunk Group •

Busy Hour by VDN •

Call Record •

Call Work Code •

Event Count Summary •

Graphical Active Agents •

Graphical Allocated Agents •

Graphical AUX Reserve1 Agents •

Graphical AUX Reserve2 Agents •

Graphical Average Positions Staffed •

Introduction

CentreVu®

Supervisor Version 8 Reports

Overview 1-3

Graphical Busy/Abandon/ Disconnect •

Graphical Maximum Delay •

Graphical Multi-ACD Service Level Daily •

Graphical Queue •

Graphical Split/Skill Call Profile •

Graphical Staffing Profile •

Graphical VDN Call Profile •

VDN Call Handling •

Graphical Skill Overload •

Graphical Split/Skill View •

Multi-ACD • •

Multi-ACD by Split/Skill •

Multi-ACD Call Flow by VDN •

Multi-ACD Top Agent •

Outbound Split/Skill •

Queue/Agent Status •

Queue/Top Agent Status •

Queue/Agent Summary •

Reserve1 AUX Agents •

Reserve2 AUX Agents •

Skill AUX Report •

Skill Status •

Skill Top Agent Report •

Split Status •

Split/Skill Report • •

Split/Skill Average Speed of Answer •

Split/Skill by Location •

Split/Skill Call Profile • •

Split/Skill Comparison •

Report Name Real-Time Historical Integrated

Introduction

CentreVu®

Supervisor Version 8 Reports

Overview 1-4

Split/Skill Graphical AUX Agents •

Split/Skill Graphical AUX Top Agents •

Split/Skill Graphical Call Profile • •

Split/Skill Graphical EWT •

Split/Skill Graphical Service Level •

Split/Skill Graphical Status •

Split/Skill Graphical Time Spent •

Split/Skill Graphical Top Skill Status •

Split/Skill Outbound •

Split/Skill Queue •

Split/Skill Service Level •

Split/Skill Status •

Split/Skill Summary •

System •

System Multi-ACD •

System Multi-ACD by Split/Skill •

Top Agent Status •

Trunk •

Trunk Group • •

Graphical Split/Skill •

Trunk Group Summary •

VDN Multi-ACD Flow •

VDN Report • •

VDN Call Profile • •

VDN Service Level •

VDN Skill Preference • •

Vector • •

Work State Report for Reserve1 Agents •

Work State Report for Reserve2 Agents •

Report Name Real-Time Historical Integrated

Introduction

CentreVu®

Supervisor Version 8 Reports

Overview 1-5

Interactions with switch

features See the

CentreVu

Call Management System

R3V8

Database Items and

Calculations

(585-210-939) document or the

CentreVu Call Management

System R3V8 Administration (585-210-910)

document for the

interactions with switch features.

How

CentreVu

CMS

tracks ACD data Using the data in the real-time and historical databases,

CentreVu

CMS

can generate standard reports which allow you to track your call center’s

activities.

CentreVu

CMS tracks the various agent, split/skill, trunk, trunk

group, vector, and VDN activities at different points in the call process.

See Chapter 1 in the

CentreVu Call Management System R3V8

Administration (585-210-910)

document for more information.

Introduction

CentreVu®

Supervisor Version 8 Reports

Things to Know About the System 1-6

Things to Know About the System

Overview

Purpose This section introduces concepts and requirements that are relevant to

reports.

Organization This section contains the following information:

•Terminology

•Prerequisite system administration

•Relationship to other subsystems

Introduction

CentreVu®

Supervisor Version 8 Reports

Terminology 1-7

Terminology

Overview The following terms are used throughout this book. For additional

CentreVu

CMS terms, see the Glossary.

Terms Current Interval The current intrahour interval which can be 15, 30,

or 60 minutes. The current interval is part of the real-time

database.

Custom Reports See the CentreVu CMS R3V5 Custom Reports

document, Lucent Technologies (585-215-822), Issue 2, for more

information.

Designer Reports Real-time or historical reports that have been

customized from existing reports or designed according to your

needs from Report Wizard or Report Designer. See the CentreVu

Version 8 Report Designer (585-210-930) document for more

information.

Daily Data Interval data that have been converted to a 1-day

summary.

Exception Reports Display occurrences of unusual call-handling

events.

Historical Database Contains intrahour records for up to 62 days in

the past, daily records for up to 5 years in the past, and weekly or

monthly records for up to 10 years for each

CentreVu

CMS-

measured agent, split/skill, trunk, trunk group, vector, and Vector

Directory Number (VDN).

Historical Reports Display past Automatic Call Distribution (ACD)

data for various agent, split/skill, trunk, trunk group, vector, or VDN

activities.

Integrated Reports Compile call center information from a

specified start time in the past 24 hours up to and including the

current interval.

Introduction

CentreVu®

Supervisor Version 8 Reports

Terminology 1-8

Monthly Data Daily data that have been converted to a monthly

summary.

Multiuser Mode Any administered

CentreVu

CMS user can log into

CentreVu CMS. Data continues to be collected if data collection is

“on.”

Previous Interval One intrahour interval. At the end of each

intrahour interval, the contents of the current intrahour interval are

copied to the previous intrahour interval portion of the real-time

database.

Real-Time Database Current and previous intrahour data on each

CentreVu

CMS-measured agent, split/skill, trunk, trunk group,

vector, and VDN.

Real-Time Reports Display current ACD call activity on agents,

splits/skills, trunks, trunk groups, vectors, and VDNs.

Single-User Mode Only one person can log into CentreVu CMS.

Data continues to be collected if data collection is “on.” This mode

is required to change some

CentreVu

CMS administration.

Subsystem Each

CentreVu

Supervisor Controller selection. For

example, Reports is referred to as a subsystem.

Weekly Data Daily data that has been converted to a weekly

summary.

Introduction

CentreVu®

Supervisor Version 8 Reports

Prerequisite System Administration 1-9

Prerequisite System Administration

Overview The following system administration must be performed before you can

fully use the real-time and historical reports subsystem.

Dictionary If you want names to appear on split/skill, trunk group, agent group, ACD,

call work code, VDN, and vector reports, the names must first be entered

in the Dictionary subsystem. If names are not assigned in the Dictionary

subsystem, numbers appear as the default.

Call Center

Administration To get Split/Skill Call Profile or VDN Call Profile reports, you must first

define your acceptable service level and service level increments for the

split(s)/skill(s) and VDN(s) in the Split/Skill Call Profile Setup and VDN

Call Profile Setup window in the Call Center Administration subsystem.

To get an Agent Trace report, you must first start collecting agent trace

data.

See the “Call Center Administration” chapter of the

CentreVu

CMS

R3V8 Administration

(585-210-910) document for more information on

setting call profiles and activating agent traces.

User Permissions For a report to display data, you must have read permission for the split/

skill, trunk group, ACD, vector, or VDN. For example, if you have read

permission for Splits 1, 2, and 4, and try to run a report on Splits 1, 4, and

5, you receive data for Splits 1 and 4 but not for Split 5, because you do

not have read permission for that split.

For more information, see the “User Permissions” chapter of the

CentreVu

CMS R3V8 Administration

(585-210-910) document.

System Setup You need to specify how much of the data to save for later use by

historical reports.

For more information, see the “System Setup” chapter of the

CentreVu

CMS R3V8 Administration

(585-210-910) document.

Introduction

CentreVu®

Supervisor Version 8 Reports

Relationships to Other Subsystems 1-10

Relationships to Other Subsystems

Overview Real-Time reports have the following relationships to other

CentreVu

CMS subsystems.

Timetable You cannot put a real-time report on a timetable. You can use shortcuts to

display real-time reports. Scripting is used in R3V8 Supervisor. You must

use the CMS terminal to use Timetable.

See Appendix D, “Timetable,” in the

CentreVu

CMS R3V8

Administration

(585-210-910) document.

CMS If you cancel a report in

CentreVu

Supervisor, the data requests for the

report do not cancel in CMS. Therefore, the report continues to run on the

CMS side, even though it is canceled in

CentreVu

Supervisor. Until the

data requests clear,

CentreVu

Supervisor and CMS may slow down as a

result.

Dictionary For split/skill, VDN, vector, and ACD names to appear on reports, names

must be defined and entered in the Dictionary subsystem.

See Chapter 6, “Dictionary,” in the

CentreVu

CMS R3V8 Administration

(585-210-910) document.

Exceptions When an exception occurs,

CentreVu

CMS notifies you in three ways:

•The terminal beeps unless you have disabled the beep through the

Supervisor Controller.

•You can see information about exception conditions by looking at

appropriate Real-Time reports.

•The Commands: Exceptions menu item in

CentreVu

Supervisor

allows you to view a running count of exceptions for Real-Time,

Agents, Splits/Skills, VDNs, Vectors, and Trunk Groups. To be

notified of these exceptions, you must have exception permission

turned on for the specific split/skill, trunk group, ACD, VDN, and

vector. Exception permissions are assigned through the

CentreVu

Supervisor Tools: User Permissions menu item.

•The exception is entered in the real-time exceptions log.

For more information, see the “Exceptions” and “User Permissions”

chapters of the

CentreVu

CMS R3V8 Administration

(585-210-910)

document.

Scripting The Scripting feature lets you create a script to run a specified report or

run a report and export the data on schedule. The scripts require a

customer-provided scheduler to be run at a later time.

For more information on the Scripting feature, see Chapter 3, “Scripting,”

in the

CentreVu

CMS R3V8 Administration

(585-210-910) document.

Introduction

CentreVu®

Supervisor Version 8 Reports

Relationships to Other Subsystems 1-11

User Permissions The default real-time and integrated reports refresh rate is determined by

your CMS System Administrator. The administrator then assigns each

user a minimum refresh rate through the

CentreVu

Supervisor User

Permissions menu item. If you enter a refresh rate that is less than your

administrator-assigned refresh rate, an error message displays.

For more information, see the “User Permissions” chapter of the

CentreVu

CMS R3V8 Administration

(585-210-910) document.

Introduction

CentreVu®

Supervisor Version 8 Reports

Things to Know About CentreVu Supervisor Reports 1-12

Things to Know About

CentreVu

Supervisor Reports

Overview

Purpose This section describes things to know about all

CentreVu

Supervisor

reports.

Organization This section contains the following topics:

•Agent and Trunk States

•Refresh Rate for Real-Time and Integrated Reports

•Current Interval

•Service Level Increments for Call Profile Reports

•Items That Can Affect Real-Time and Integrated Report Data

Introduction

CentreVu®

Supervisor Version 8 Reports

Agent and Trunk States 1-13

Agent and Trunk States

Overview Status changes of all ACD data (for splits/skills, trunk groups, vectors,

VDNs, agents, and trunks) are sent from the switch. As a result, the

states of agent extensions and trunks are what all other data are based

on. Agent states appear on real-time reports as

CentreVu

CMS records

the current status of the ACD, and trunk states appear on the

CentreVu

CMS real-time trunk report. The following list of agent states includes the

default agent states. The names can be changed in the Dictionary.

Agent states ACD The agent logged into this extension is on a split/skill or direct

agent call. For Generic 2.1 switches (not supported with R3V5,

R3V6, or R3V8 CMS), the agent state is also ACD when a call is

waiting on hold.

Available (AVAIL) The extension is able to accept an ACD call. An

extension is AVAIL in AUTO-IN (AI) or MANUAL-IN (MI) work

modes any time a station does not have a call active or on hold.

After Call Work (ACW) The agent is engaged in bookkeeping, data

entry, or other work related to the previous call, and is not available

to receive another call. The extension enters ACW after an ACD

call in the MANUAL-IN mode completes. On the Enterprise

Communications Server (ECS), the agent can select the state with

the ACW key. If the agent presses the ACW button while on an

ACD call, then the agent goes into ACW mode when the call is

released. This ACW time is tracked as call-associated ACW. If the

agent presses the ACW button while the agent is not on an ACD

call, then the agent will be placed into the ACW mode, but this

ACW will not be tracked as call-associated ACW. An agent’s time

in ACW includes time an agent is on incoming or outgoing calls

while in ACW, as well as time in ACW when the agent is not

connected to any calls.

Introduction

CentreVu®

Supervisor Version 8 Reports

Agent and Trunk States 1-14

Auxiliary Work (AUX) The agent is engaged in non-ACD work, is

on break, in a meeting, at lunch, and so on. The agent presses the

AUX WORK key when the agent wants

CentreVu

CMS to recognize

the extension as staffed, but does not want the ACD to distribute

calls to the voice terminal. An agent’s time in AUX includes time an

agent is on incoming or outgoing calls while in AUX, as well as time

in AUX when the agent is not connected to any calls. Agents also

accrue AUX time when they make or receive extension calls from

AUTO-IN or MANUAL-IN mode. Reason codes describe the

reasons you are in the AUX work mode (for example, you are on

break).

Direct Agent ACD (DACD) The agent is on a direct agent ACD call.

Direct Agent ACW (DACW) The agent is in the after call work state

for a direct agent ACD call.

OTHER The agent is doing other work. This may represent that an

agent is in multiple splits or with multiple skills and is doing work for

a split or skill other than this one, or that the agent has put a call on

hold, or that the agent is dialing to place a call or activate a feature.

UNKNOWN

CentreVu

CMS does not recognize the current state.

UNKNOWN remains until the condition is cleared (corrected) and/

or the agent completes the current ACD call and any associated

ACW, or a current agent state message is sent to

CentreVu

CMS

from the switch.

UNSTAF Unstaffed The agent is not logged in and is not being

tracked by

CentreVu

CMS.

RINGING The time a call rings at an agent’s voice terminal after

leaving the queue and before the agent answers the call. With this

state, you can actually determine how long a call rings before an

agent answers, and thereby determine the actual time a caller

waits in queue and waits while the call is ringing to better analyze

your call center’s performance.

Introduction

CentreVu®

Supervisor Version 8 Reports

Agent and Trunk States 1-15

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 agent’s voice terminal.

Introduction

CentreVu®

Supervisor Version 8 Reports

Refresh Rate for Real-Time and Integrated Reports 1-16

Refresh Rate for Real-Time and Integrated Reports

Overview When 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

rate Your 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 rate The 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 rate If 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 Reports Once 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

Overview 2-1

2 Using

CentreVu

Supervisor Reports

Overview

Purpose This 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

reports No 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

organized The chapter is divided into the following sections:

•Selecting and running reports

•Report menu bar

•Editing and viewing reports

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Supervisor Version 8 Reports

Selecting and Running Reports 2-2

Selecting and Running Reports

Overview

Purpose This section describes how to select and run reports through

CentreVu

Supervisor.

Report Designer If 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 feature 2-3

Using the Scripting feature

Overview The 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 toolbar The

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 user's scripts and

script folders. Using these lists, you can add a new folder, move a

script, delete a script, or rename a script.

Report Selector The 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 window The 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 buttons The 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.

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Supervisor Version 8 Reports

Selecting a Report 2-4

Selecting a Report

Displaying the Report

selector window To 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.

ND OF STEPS

..........................................................................................................

.......................................................................

Result:

A window displays from which you can select a report.

Making selections In the Select a Report window, do the following:

................................................................................................................................

........................................

1Select a category from the Category box.

................................................................................................................................

........................................

2Select a report from the Report box.

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Selecting a Report 2-5

................................................................................................................................

........................................

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.

ND OF STEPS

..........................................................................................................

.......................................................................

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Running a Report 2-6

Running a Report

Types of input The 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 window Follow 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

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Running a Report 2-7

................................................................................................................................

........................................

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.

ND OF STEPS

..........................................................................................................

.......................................................................

Using CentreVu Supervisor Reports

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Selecting Report Run Dates 2-8

Selecting Report Run Dates

Selecting Dates When 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 Date If 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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Selecting Report Run Dates 2-9

Browse Dates If the input needed is for more than one date, the Browse Dates window

displays.

To select specific dates, use your mouse to point at a day and click. The

day highlights. You can select as many days as you want.

To select a range of dates, select the Range button, point- and-click on

the first day of the desired range, then point- and-click on the last day of

the desired range. The dates selected highlight. You can select as many

ranges as you want to, but you must select the Range button in order to

define each range.

If you want to choose a date that is not currently displayed, use the arrow

keys at the bottom of the window to scroll through the months.

To clear your current selections, select Clear.

Browse Month If the input needed is for one month, the Browse Month window displays.

This window is used in monthly reports where the data is for a single

month. The form is initialized to the values in the input field or to the

month previous to the current month when the input field is empty. Select

a single month and year for the report. The minimum date is January

1980 and the maximum date is December 2037.

Using CentreVu Supervisor Reports

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Selecting Report Run Dates 2-10

Browse Months If the input needed is for more than one month, the Browse Months

window displays.

This window is available in monthly reports where the data is for one or

more months. The report runs, beginning with the month entered in the

First Month: field and going through as many months as are specified in

the Number of Months: field.

The months are in calendar order in the drop-down box, with the

minimum date being January 1980 and the maximum date December

2037.

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Selecting Report Run Times 2-11

Selecting Report Run Times

Selecting times When you run interval historical reports, you need to select the time

period for which to run the report.

To do this, do any of the following:

•Type the time range in the Times: input field.

•Select the times from the history list of previously used times for this

report.

•Select the Browse button next to the Times input field.

Browse Time If you select the Browse button, the Browse Time window displays.

Complete the following fields:

•Starting Interval: select the time you want the report to begin with

from the drop-down list. The report data will begin with the interval

that begins immediately after the time you enter.

•Ending Interval: select the time you want the report to end with from

the drop-down list. The report data will go through the interval during

which the time you enter falls.

Using CentreVu Supervisor Reports

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Exiting and Restarting Reports 2-12

Exiting and Restarting Reports

How to exit a report To exit a report (return to the Controller), do one of the following:

•Double click the System button.

•Select Close from the System button menu.

•Select Exit from the Report menu.

If the system shuts down due to an error, any changes you have made to

the report(s) you are running are saved.

How to restart a report To restart a report (return to the report input window), do the following:

•Select Restart from the Report menu.

Work State drill-down reports and unsaved reports created in Report

Wizard cannot be restarted.

Using CentreVu Supervisor Reports

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Report Menu Bar 2-13

Report Menu Bar

Overview

Purpose When you run a report, the menu bar at the top of the window has the

following options:

•Report

•Edit

•Format

•Tools

•Options

•Help

This section describes the menu items that are available in each of these

menus.

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Report 2-14

Report

Report menu The Report menu has options that relate specifically to the report you are

running.

Using CentreVu Supervisor Reports

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Supervisor Version 8 Reports

Report 2-15

Menu item functions This table describes the action that each menu item performs:

Menu Item Action

Restart Closes the current report output window and

displays the input window for the current report.

This allows you to run the same report,

changing inputs as needed. This is disabled for

Drill-Down reports and if the report is an

unsaved report created using the Report

Wizard (this item is reenabled when the report

is saved).

Page Setup Displays the Page Setup window. See the

Setting Up a Page (2-57) in this chapter for more

information on Page Setup.

Print Displays the Print window. See Selecting a

Printer (2-55) for more information on the Print

window. When you select Print from the Report

menu, the report that is active will be printed

according to the options you choose in the Print

window. If the report is a real-time report, only

one refresh of the report will be printed.

Print Preview Displays the report so that you can see it before

printing. See Print Preview (2-21) for more

information on the Print Preview window. Once

you have selected Print Preview, you may print

the report.

Design If you have purchased the Report Designer

software and your

CentreVu

CMS User ID is

authorized to use the Report Designer, you can

access the Report Designer Design Mode

window from any report using this menu item.

When you select Design from the Report menu,

the report that is currently running remains

visible, but you are placed in the Design Mode,

where you can edit the report. For more

information on the Design Mode, see the

CentreVu

Report Designer Version 8 User

Guide

(585-210-930). The Design menu item

will be grayed out if you are currently running a

drill-down report.

Save Saves the report that you edited.

Save as Saves the report you edited under a different

file name.

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Report 2-16

Save as HTML Displays the Save as HTML window, which lets

you save a snapshot of the report output as an

HTML file. Selecting the Script button in this

window displays the Save as Script dialog box,

which lets you create a script to run the

specified report and save the output as an

HTML file.

Script Displays the Save as Script dialog box, which

enables you to create a script to run a specified

report on schedule and display it on your

computer. The script can be interactive or

automatic.

Exit Closes the active report output window. The

location of the report output window is saved

when the report is exited, and that is where the

report will display the next time you run it.

Menu Item Action

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Save as HTML 2-17

Save as HTML

Overview The Save as Hypertext Markup Language (HTML) function available with

CentreVu

Supervisor Version 8 allows the user to export a snapshot of a

report running in

CentreVu

Supervisor and save it as an HTML file. Any

report generated in

CentreVu

Supervisor can be converted to an HTML

file. This file can then be stored on a web server for viewing on the

Internet or an Intranet.

Things to note:

•Save as HTML does not automatically save the HTML file onto a

web server. You must copy the HTML file and any associated

graphics to the Internet server you want to use.

•Save as HTML does not automatically update the HTML for real-

time reports.

•Save as HTML is found in the report pull-down menu on an open

report.

•Save as HTML does not support 32-bit color mode for graphics

saved using Save as HTML.

Browsers To view the HTML file, your Internet browser must support tables and .gif

graphic files. For example,

Netscape

Navigator 3.0 or

Microsoft

Internet Explorer 3.0, or later versions of either, support tables and .gif

graphic files.

Selecting Save as HTML

location Save as HTML function can be found in the Report pull-down menu.

Using CentreVu Supervisor Reports

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Save as HTML 2-18

When you select Save as HTML, the Save as HTML dialog box displays.

Using Save as HTML To save a report as an HTML file, use the following steps:

................................................................................................................................

........................................

1While running the report you want to save, select Save as HTML from

the Report menu.

................................................................................................................................

........................................

2Select a template option.

•Type the template file name in the template field, select the template

from the pull-down history list, or select the Browse button and

browse for a template.

•If you do not want to use a template, select the Do not use a

template radio button.

................................................................................................................................

........................................

3Select an output option.

•Selecting Use

CentreVu

Supervisor report fonts preserves the

report fonts as you see them in

CentreVu

Supervisor.

•Selecting Use the web browser default fonts displays the output file

using Internet browser default fonts.

Using CentreVu Supervisor Reports

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Save as HTML 2-19

................................................................................................................................

........................................

4Type the name of the output file in the file name field, select the file

name from the pull-down history list, or select the Browse button and

browse for a file name.

................................................................................................................................

........................................

5Select the OK button to save the report in HTML file format.

ND OF STEPS

..........................................................................................................

.......................................................................

Results:

The report is now saved as an HTML file for viewing with an Internet

browser.

The HTML file that has been generated can be modified to fit your

specific need using an HTML or text editor.

Output files You must select a name for the HTML file you are creating. You must

specify the full file path (for example, c:\temp\myrpt.htm) to save the file

in a directory other than the current directory.

If there are charts associated with the file, they are converted into .gif files

and numbered in the order created. For example, c:\temp\myrpt1.gif and

c:\temp\myrpt2.gif.

The output file is created using the templates and fonts you have

specified. After the HTML is saved, you can move or copy it and all

associated graphics files to a web server directory for viewing on the

Internet or an Intranet.

Templates A template can be used to provide company logos, background color,

specific fonts, or surrounding text to the HTML file. If you do not select a

template, the HTML file displays only the report.

Note the following:

•Templates are HTML files that can be created or edited using an

HTML or text editor.

•The templates are limited by what your web browser supports.

Not using templates If you choose not to use existing templates, Save as HTML generates

basic HTML tags in order for your report to be converted to HTML.

Note the following:

•The standard surround tags <HTML> and <BODY> are generated.

•The background color is set to white and font color is set to black.

•The title of the page is the same as the report title.

Using CentreVu Supervisor Reports

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Save as HTML 2-20

Using existing templates

CentreVu

Supervisor provides you with Sample templates which can be

found in the samples directory of the

CentreVu

Supervisor directory

where the executable files were installed. Use these installed templates

when saving a report as an HTML file.

Save as HTML template

tags The following describes the tags used by Save as HTML and which can

be used to create templates:

Fonts If you choose to use the

CentreVu

Supervisor fonts, the font face and

size are preserved in the HTML file.

•The fonts used in

CentreVu

Supervisor are Arial, Courier New and

Times New Roman.

•In the event these fonts are not available on the computer viewing

the HTML file, backup fonts are used. The backup fonts are

Helvetica for Arial, Courier for Courier New, and Times for Times

New Roman.

•If you choose to use the web browser’s default fonts, the HTML file

will not specify any fonts.

•Note the following:

– If you choose not to preserve the

CentreVu

Supervisor fonts,

the appearance of the report in the HTML file may change.

– If you choose to use a template, do not preserve the

CentreVu

Supervisor fonts if the template specifies the fonts.

HTML Tag Description

<CVSUP_TITLE> This tag is replaced with the title of report in

the HTML file. If this tag is used within the

<TITLE> tags, the title of the report will be

used as a heading to the page. Multiple uses

of this tag are allowed.

<CVSUP_BODY> This tag is replaced by the report body in the

HTML file. However, only the first occurrence

of this tag is replaced. If a template is used

and the <CVSUP_BODY> tag is not in the

template, an error occurs, and the Save as

HTML operation is aborted.

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Print Preview 2-21

Print Preview

Overview Print Preview displays the printed layout of a report on screen so that

printed components, such as page breaks and headers and footers, may

be viewed prior to actual printing.

Access Print Preview Print Preview is accessed from the Report menu of the output window of

all generated reports. Select Print Preview to open the Print Preview

dialog box

Print Preview dialog box The print preview dialog box displays one physical page of the generated

report at a time.

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Print Preview 2-22

Print Preview fields The following table describes the fields and items on the Print Preview

dialog box:

Field/Item Description

Scroll bars If the page does not fit within the Print Preview

dialog box, scroll bars are available to view the

entire page.

Status bar A status bar at the bottom of the page lists which

page of the report is being viewed; for example,

“page 1 of 3.”

Next button If the generated report has more than one page in

its final, printable version, the Next button moves

you forward through the report a page at a time.

Back button If the generated report has more than one page in

its final, printable version, the Back button moves

you backward through the report a page at a time.

Zoom In/Out The Zoom In/Out drop-down list allows you to

zoom in or out on a report in the Print Preview

dialog box by a series of percentages in 25 percent

increments. for example, you may view a report

output in Print Preview at 100 percent, 125

percent, 150 percent, and so on. The default is

based on screen size.

Landscape/Portrait The Landscape check box allows you to view an

output in either landscape mode (11” x 8.5”) or in

portrait mode (8.5” x 11”) for printing purposes.

The default is based on your default printer

settings. To select Portrait mode, deselect the

Landscape box.

Print Select the Print button to display the Print Setup

dialog box. The report that is active will be printed

according to the options you choose on the Print

Setup dialog box. You may choose the printer, the

orientation, and the paper in this dialog box, or you

can select Options to display printer-specific

configuration information. If the report is a real-

time report, only one refresh of the report will be

printed.

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Print Preview 2-23

Help Select Help (or press F1 ) to display a standard

Windows

TM Help page for the Print Preview dialog

box.

Close The Close button closes the Print Preview dialog

box.

Field/Item Description

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Edit 2-24

Edit

Edit menu The Edit menu has standard

Windows

editing options.

Menu item functions This table describes the action that each menu item performs.

Menu Item Action

Copy The image of the currently selected chart is copied to

the clipboard in

Windows

metafile format. This allows

you to paste the chart picture into most

Windows

applications, such as a word processor. You can also

access Copy from the right mouse button pop-up

menu. See Copying Chart Reports (2-53) for instructions

on using Copy.

Export Chart Data The Data Export Options window is shown to allow

you to export the data in the currently selected chart. If

the report is a real-time report, only one refresh of the

data will be exported. You can also access the Data

Export Options window from the right mouse button

pop-up menu. If there is more than one chart on this

report, this option will be grayed out until you select a

chart. For more information on exporting data, see the

“Exporting Report Data” section in this chapter.

Export Table Data The Data Export Options window is shown to allow

you to export the table data. If the report is a real-time

report, only one refresh of the data will be exported.

You can also access the Data Export Options window

from the right mouse button pop-up menu. If there is

more than one table on the report, this option will be

grayed out until you select a table. For more

information on exporting data, see the “Exporting

report Data” section in this chapter.

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Edit 2-25

Export All Data The Data Export Options window is shown to allow

you to export all data in the report. You will also be

allowed to include labels and headers in the data that

are exported. If the report is a real-time report, only

one refresh of the data will be exported. You can also

access the Data Export Options window from the right

mouse button pop-up menu. For more information on

exporting data, see the “Exporting Report Data”

section in this chapter.

Menu Item Action

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Format 2-26

Format

Format menu The Format menu contains actions for modifying the display format of the

currently selected object. If one (or more) of the actions does not apply to

the selected object, it will be grayed out.

Menu item functions This table describes the action that each menu item performs.

Menu Item Action

Chart Allows you to format a chart. You

can also access the Format Chart

window from the right mouse

button pop-up menu.

Table Allows you to format a table. You

can also access the Format Table

window from the right mouse

button pop-up menu.

Sort By Allows you to sort the table by

several parameters specific to

the information in the selected

table. You can also access the

Sort by window from the right

mouse button pop-up menu.

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Tools 2-27

Tools

Tools menu The Tools menu contains additional actions that affect the currently

selected object. You can also access the Tools actions from the right

mouse button.

Menu item functions This table describes the action that each menu item performs.

Menu Item Action

Available Drill-Down reports If you are running a report that allows you to access one or

more drill-down reports, the available drill-down reports will be

accessible from the Tools menu.

Threshold settings Opens a window that allows you to view or modify threshold

highlight settings. Threshold highlight settings apply only to

some real-time data items in real-time and integrated reports.

For information on setting threshold highlights, see Setting

Report Threshold Highlights (2-59).

Change Agent Splits/Skills If the current ACD supports Expert Agent Selection (EAS), this

menu item reads Change Agent Skills; otherwise, it reads

Change Agent Splits. This menu item is enabled only when the

selected table cell in a report is an agent name or agent login

ID; otherwise, it is disabled. If you do not have write permission

for Agent Administration, then this menu item is not shown. This

action opens the Change Agent Skills window (EAS) or Change

Agent Split Assignments window (non-EAS) for the selected

agent. You can then modify the split/skill assignments for the

agent. See the

CentreVu® CMS R3V8 Administration (585-210-

910)

guide for more information.

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Options 2-28

Options

Options menu The Options menu contains actions that affect the basic display of the

report.

Menu item functions This table describes the action that each menu item performs.

Menu Item Action

Thresholds Turns threshold highlighting on or off for this real-

time report. When threshold highlighting is on

(there is a check by the menu item), the report

shows the colors (icons if the report is minimized)

specified in the Threshold Settings window.

When threshold highlighting is off (there is no

check by the menu item), the report shows none

of the threshold highlights (or icons if the report is

minimized).

See Setting Report Threshold Highlights (2-59) for

additional information on Threshold Highlights.

Status bar Shows or hides the status bar. When the status

bar is hidden, the window remains the same size

but the contents are resized to fill the window.

You would choose this to get a larger viewing

area for the report. When the status bar is made

visible, the window remains the same size but

the contents are resized to fill the smaller window

area. The status bar setting is saved in the report

view.

Restore Original View Restores the Report View to the original settings.

All changes made to the format of this report are

discarded.

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Editing and Viewing Reports 2-29

Editing and Viewing Reports

Overview

Purpose This section describes the various formatting and display options for

reports. It also includes some procedures for manipulating reports.

Organization The following topics are covered:

•Report layouts

•Formatting table reports

•Formatting chart reports

•Minimizing report output windows

•Right mouse-button pop-up menus

•Rotating a 3D chart

•Exporting report data

•Copying chart reports

•Resizing report windows

•Selecting a printer

•Setting Report Threshold Highlights

•Using Report Options

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Report Layouts 2-30

Report Layouts

Report types There are two types of report layouts in

CentreVu

Supervisor:

•Tables — the

CentreVu

Supervisor presentation of standard reports.

•Charts — the

CentreVu

Supervisor presentation of graphical

reports.

What constitutes a

report? A report can consist of only a table/tables, only a chart/charts, or a

combination of tables and charts.

In addition to the tables and charts that make up the main body of

reports, reports can include text and field names that are followed by

single data items. Text and data fields are used on both table and chart

reports.

Tables Most standard

CentreVu

Supervisor reports (reports that are not

prefaced by "graphical") are displayed in tables.

The information on a standard report window is organized as follows:

More information

Standard real-time reports can be sorted. See Formatting Table

Reports (2-32).

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Report Layouts 2-31

Charts The graphical

CentreVu

Supervisor reports are displayed in charts.

More information

There are several options for formatting the appearance of the charts

(graphical reports). See Formatting Chart Reports (2-35) for more

information.

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Formatting Table Reports 2-32

Formatting Table Reports

Overview If you are in a report containing a table, you can format how the report is

displayed using the Table Format Options window.

The changes you make to a report’s format affect only your view of the

report. The changes do not affect how other

CentreVu

Supervisor users

see the report.

Accessing the Table

Format Options window To access the Table Format Options window, use one of the following

steps:

•Double click on a column heading in the report.

•Select Format Table or Sort by from the Format menu or the right

mouse button pop-up menu.

If you select Sort by, the Table Format Options window displays with the

Sort tab active. If you select Format Table, the Table Format Options

window displays with the General tab active. Descriptions of these tabs

follow.

The Table Format Options window allows you to make layout changes to

a table. All changes you make are saved as part of the report view when

the report exits.

General tab The General tab allows you to make format changes to a table.

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Formatting Table Reports 2-33

General tab parameters The following table parameters can be changed:

Sort tab The Sort tab allows you to specify the order in which the information on

the real-time table report is displayed.

Parameter Function

Show Gridlines Specifies whether or not table

lines are to be shown in the table.

Fixed Region, Columns Specifies the number of columns

from the left of the table that are

fixed in place and do not scroll.

Valid values are in the range of 0

through 99. You can use the spin

boxes to select a valid value or

type the value in.

Fixed Region, Rows Specifies the number of rows

from the top of the table that are

fixed in place and do not scroll.

Valid values are in the range of 0

through 99. You can use the spin

boxes to select a valid value or

type the value in.

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Formatting Table Reports 2-34

Using the Sort tab When you are setting up display order for a real-time report, specify the

sort column ( Sort By) and the sort order (Ascending or Descending). The

drop-down list for the Sort By lists all of the database table and item

names used in the report.

Sorting may cause report refreshes to take longer. If you wish to speed

up the refresh rate, turn off the sort options by selecting "(none)" for all of

the Sort By criteria.

Examples

Here are two examples of how you might use the Sort tab:

•Viewing a list of agents alphabetically — select "Agent Name" from

the first Sort By drop-down list, select Ascending as the sort order,

and leave the other two Then By boxes set to "(none)."

•Searching for agents who have been in a certain state for too long

— select "State" from the first Sort By drop-down list, then select

"Time" from the second Then By drop-down list, and then select

Descending as the sort order for the second Then By.

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Formatting Chart Reports 2-35

Formatting Chart Reports

Overview Charts (found in graphical reports) provide a graphical representation of

data. Values or data points are displayed in formats such as bars, lines,

filled areas, and pie charts. These data points are grouped into series

that are identified with unique colors.

In many chart types, one data point from each series is grouped together

by category across an axis. Categories are plotted along the x-axis, while

values are plotted along the y-axis. A two-dimensional chart shows series

next to each other, while a three-dimensional chart plots series along the

z-axis. A chart can also have a title and a legend.

If you are in a graphical (chart) report, you can format how the report is

displayed.

The changes you make to a report’s format affect only your view of the

report. The changes do not affect how other

CentreVu

Supervisor users

see the report.

In general, if there is no value returned from the database by the query

for a chart, the legends are displayed as dashes.

Accessing the Chart

Format Options window To format a chart report, selecting Format Chart or Sort by from the

Format menu list or the right mouse button pop-up menu. The Chart

Format Options window appears.

The Chart Format Options window has seven tabs:,,,,,, and. Descriptions

of these tabs follow.

•General tab input fields (2-36)

•3D Effects tab input fields (2-38)

•Axis tab input fields (2-39)

•Type tab input fields (2-40)

•Title tab input fields (2-41)

•Legend tab input fields (2-42)

•Data Labels tab input fields (2-43).

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Formatting Chart Reports 2-36

General tab The General tab allows you to specify several general options that apply

to the chart.

General tab input fields The following parameters can be changed:

Parameter Function

Background Color Specifies whether the backdrop

of the chart is a solid color or

whether it is displayed as a

gradient, a smooth transition from

one color to another. The

gradient transition can be one of

the following: Horizontal, Vertical,

Rectangle, or Oval. The quality of

the gradient effect will vary

depending on the video card

installed in the PC, or the

capabilities of the printer for

printed reports.

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Formatting Chart Reports 2-37

3D Effects tab The 3D Effects tab allows you to control the 3D appearance of the chart.

If the current chart is a 2D chart, this tab is disabled.

More information

See Rotating a 3D chart (2-49) for an easy way to change the elevation and

rotation of a chart using the mouse.

Real-Time If the chart is a rolling chart, you

can specify the number of data

points to be displayed in the

chart. Permitted values are 2

through 100, with 10 being the

default. A rolling chart is a line

chart that is initially displayed

with no data points. For each

refresh of the report, a data point

is added. As data points are

added, the chart “rolls” from left

to right. When enough refreshes

have occurred so that the chart is

displaying the number of

specified data points, at the next

refresh, the oldest data point is

dropped from the display and the

newest data point is displayed.

Parameter Function

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Formatting Chart Reports 2-38

3D Effects tab input

fields The following parameters can be changed:

Parameter Function

Elevation A number from 0 through 90

degrees that describes the

relative height from which a chart

is viewed. An elevation of 90

looks directly down on the top of

the chart, while an elevation of 0

looks directly at the side of the

chart. The example charts

throughout this document use an

elevation of 30 degrees.

Rotation A number from -360 through 360

degrees that specifies the angle

that the chart is turned relative to

the viewing position. The

example charts throughout this

document use a rotation of 60

degrees. Rotation does not apply

to 3D pie charts.

Projection Selects one of three

mathematical algorithms used to

give a 3D appearance on a 2D

sheet of paper or computer

screen.

You can choose the following

values:

•

Oblique

— The chart has depth

but the X-Y plane does not

change when the chart is rotated

or elevated.

•

Orthogonal

— Perspective is not

applied to the chart, resulting in

less of a 3D effect. The

advantage of using this type of

projection is that vertical lines

remain vertical, making some

charts easier to read.

•

Perspective

— This provides the

most realistic 3D appearance.

Objects farther away from you

converge toward a vanishing

point.

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Formatting Chart Reports 2-39

Axis tab The Axis tab allows you to specify the title that will display on each axis of

the chart report.

Axis tab input fields The following parameters can be changed:

Viewing Distance A number from 50 through 1000

that represents the distance from

which the chart is viewed as a

percentage of the depth of the

chart.

Width to Height a number from 5 through 2000

that represents the percentage of

the chart’s height that is used to

draw the chart’s width.

Depth to Height A number from 5 through 2000

that represents the percentage of

the chart’s height that is used to

draw the chart’s depth.

Parameter Function

Axis Display Makes each of the axes visible or

invisible. The choices are X Axis,

Y Axis, 2nd Y Axis, and Z Axis.

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Formatting Chart Reports 2-40

Type tab The Type tab lets you change the chart type.

Type tab input fields The following parameters can be changed:

Parameter Function

2D and 3D Changes the chart between 2-

dimensional and 3- dimensional views.

2D charts update faster than 3D

charts, so if the drawing speed seems

too slow, you may want to display

charts as 2D.

Chart Type Specifies how the data is presented.

You choose a chart type from the list.

The types of charts available vary

slightly depending on whether a 2D or

3D chart has been selected.

All possible chart types are as follows:

•Bar Chart (2D and 3D)

•Line Chart (2D and 3D)

•Area Chart (2D and 3D)

•Step Chart (2D and 3D)

•Horizontal Bar Chart (2D and 3D)

•Clustered Bar Chart (3D only)

•Pie Chart (2D and 3D)

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Formatting Chart Reports 2-41

Title tab The Title tab allows you to control the location of the chart title.

Title tab input fields The following parameters can be changed:

Stacked check box Causes the data for all series to be

stacked rather than shown separately.

This check box is disabled for pie

charts.

% Axis check box Causes the value axis (y-axis) to be

displayed as percentages rather than

as actual data values. This can be

combined with the stacked check box

to produce a percentage stacked

chart.

Parameter Function

Visible check box Allows you to display or not

display report titles. Since the title

takes up space, the drawn chart

will be smaller if you have

selected Visible. If you wish to

increase the size of the chart, do

not select the Visible option.

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Formatting Chart Reports 2-42

Legend tab The Legend tab allows you to control the location of the chart legend.

Legend tab input fields The following parameters can be changed:

Location of title If you elect to have report titles

visible, you can select where the

titles display. The available

options are Top left , Top (center),

Top right, Left , Right, Bottom left,

Bottom (center), and Bottom

right.

Parameter Function

Visible check box Allows you to display or not display report

legends. Since legends take up space, the

drawn chart will be smaller if you have selected

Visible. If you wish to increase the size of the

chart, do not select the Visible option.

Location of legend If you elect to have report legends visible, you

can select where the legend displays. The

available options are Top left , Top (center), Top

right, Left , Right, Bottom left, Bottom (center),

and Bottom right.

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Formatting Chart Reports 2-43

Data Labels tab The Data Labels tab allows you to control the location of the data point

labels.

Data Labels tab input

fields The position of data point labels can affect the readability of the chart.

The label text may overlap in some situations, making it difficult or

impossible to read the labels.

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Formatting Chart Reports 2-44

The following parameters can be changed:

Parameter Function

None Labels are not displayed.

Above Point Displays the label above the data point. This

location is valid only for bar, line, area, and step

charts.

Below Point Displays the label below the data point. This

location is valid only for bar, line, area, and step

charts.

Center Displays the label centered on the data point.

This location is valid only for bar, line, area, and

step charts.

Base Displays the label along the category axis,

directly beneath the data point. This location is

valid only for bar, line, area, and step charts.

Inside Displays the label inside a pie slice. This

location is valid only for pie charts.

Outside Displays the label outside a pie slice. This

location is valid only for pie charts.

Left Displays the label at the left of a pie slice. This

location is valid only for pie charts.

Right Displays the label at the right of a pie slice. This

location is valid only for pie charts.

Value The value of the data point appears in the label.

Percent The value of the data point appears in the label

as a percentage.

Series Name The series name is used to label the data point.

Category Name The category name is used to label the data

point.

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Minimizing Report Output Windows 2-45

Minimizing Report Output Windows

Overview To minimize a report window, select the minimize button which is located

in the upper right-hand corner of the window.

Icons associated with

minimized report

windows

When a report output window is minimized, the report’s icon is displayed.

Depending on the category of the report, one of the following icons will be

displayed:

Report Type Icon

Agent

administration

reports

Call Center

administration

reports

Agent real-time,

historical, and

integrated

reports

Dictionary

reports

Exceptions

reports

Maintenance

reports

Other, queue/

agent, and

custom real-time

and historical

reports

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Minimizing Report Output Windows 2-46

Icons associated with

minimized report

thresholds

If Report Thresholds are enabled, real-time and integrated reports

continue to update while they are minimized. If no Caution or Warning

threshold condition is currently being met, the report’s normal icon, as

shown on the previous table, displays on the toolbar and in the system

tray. If thresholds are being met, the report’s icon on the toolbar remains

the same, but the Caution or Warning threshold symbol appears in the

system tray.

The threshold symbols are as follows:

Split/skill real-

time, historical,

and integrated

reports

Trunk/trunk

group real-time

and historical

reports

VDN real-time,

historical, and

integrated

reports

Vector real-time

and historical

reports

Report Type Icon

Threshold Type Icon

Caution

Threshold

Warning

Threshold

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Right mouse button pop-up menus 2-47

Right mouse button pop-up menus

Overview The right mouse button pop-up menu is available only in running reports.

When you click the right mouse button, a pop-up menu displays. The

menu that displays is dependent on where your cursor is located. It can

include options from the Edit, Format, and Tools menus on the Reports

menu bar. The applicable menu items for the input field are enabled. If a

report object is not selected, a menu is not displayed when you hold

down the right mouse button.

To deselect a selected object, click anywhere else on the report.

The right mouse button pop-up menu is available when you do any of the

following actions.

Menus displayed

When you ... This pop-up menu

displays ... And ...

Select a cell in a table

and hold down the

right mouse button.

A dotted border is drawn around the cell.

If you select a cell that displays an agent

name, agent number, or work mode, the

available drill-down reports for that cell display

at the top of the right mouse button menu. See

examples of these later in this section.

Select an output field

or label and hold down

the right mouse button.

The data point is highlighted using selection

handles (dots along the edges of the data

point).

If you selected a data point that allows report

threshold highlighting to be set, the menu item

will not be grayed out.

Select a data point in a

chart and hold down

the right mouse button.

A dotted border is drawn around the field.

The Threshold Settings menu item is enabled

if the highlighted field has related threshold

settings.

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Right mouse button pop-up menus 2-48

Select an agent name

or agent number in a

table and hold down

the right mouse button.

A dotted border is drawn around the agent

name.

If you do not have the EAS feature on your

Enterprise Communications Server ( ECS) or

switch, the drill-down reports available will be

the Real-Time Agent Information report and

the Integrated Agent Information report.

From this menu, you can access either the

Real-Time or the Integrated Agent Graphical

Information report. If you double click on the

agent name and you are running a real-time

report, the default drill-down report is the Real-

Time Agent Graphical Information report.

You can change an agent’s splits/skills while

you are in a report using this method of

selection. See the appropriate chapter in the

CentreVu

CMS R3V8 Administration

(585-210-910) guide for more information.

Select a cell on a table

or a point on a chart

that displays agent

work state information

and hold down the

right mouse button.

The data point is highlighted using selection

handles (dots along the edges of the data

point).

If you have the ECS or switch with the EAS

feature, the Real-Time AUX Agent drill-down

report will also be available.

From this menu, you can access the Real-

Time Split/Skill Top Agent Work State Report,

which also displays when you double click on

the work state in the report.

When you ... This pop-up menu

displays ... And ...

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Rotating a 3D chart 2-49

Rotating a 3D chart

Overview The rotation and elevation of any 3D chart can be changed interactively

using the mouse. This is easier than using the 3D Effects tab of the Chart

Format window (see Formatting Chart Reports (2-35) for information on

using the 3D Effects tab).

How to rotate a 3D chart To change the rotation and elevation of a 3D chart, do the following steps:

................................................................................................................................

........................................

1Place the pointer over a D chart.

................................................................................................................................

........................................

2Press and hold the CTRL key. The pointer changes to indicate that the

chart can be rotated.

................................................................................................................................

........................................

3Click and hold the left mouse button. A dotted 3D outline appears

around the chart.

................................................................................................................................

........................................

4Move the pointer up and down to change the chart elevation, and left

and right to change the chart rotation. The dotted 3D outline shows the

position of the chart as you move the mouse.

................................................................................................................................

........................................

5When you find the rotation and elevation you want, release the mouse

button. The chart is redrawn in the new position.

ND OF STEPS

..........................................................................................................

.......................................................................

Result:

The 3D rotation and elevation of each chart is saved as part of the report

view.

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Exporting Report Data 2-50

Exporting Report Data

Overview You can export the data from both standard (table) and graphical (chart)

reports, either to a file or to the

Windows

clipboard. Once you have

exported report data, you can copy the report information into another

application (for instance, a spreadsheet).

Defaults By default, only the data from the chart or table is exported. You can

select the Include Labels and Headers check box on the Export Data

window to include that information in the export of data.

Report format Reports are exported from

CentreVu

Supervisor in the following format:

•Data is exported as ASCII characters.

•For table reports, each row of data is written as one line, terminated

by a carriage return (ASCII value 13).

•The field separator character is written between fields.

•The field separator does not follow the last character in the line.

•Text strings are delineated according to the specified text delimiter.

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Exporting Report Data 2-51

How to export a data

report To export the data from a report, do the following:

................................................................................................................................

........................................

1Click on the table or chart within a report.

................................................................................................................................

........................................

2Select Export Table Data or Export Chart Data or Export All Data, as

appropriate, from the Edit menu or the right mouse button pop-up

menu.

Result: The Export Data window appears. The Export Data window

allows you to copy the data from a report to the clipboard or a file.

................................................................................................................................

........................................

3Complete the following parts of the Export Data window:

•Destination selection box—choose to export the report to the

clipboard or to a file. If you are exporting the report to a file, you

need to type in a name for the file.

You can select the File button to browse the files on your PC, or use

the history list to select a file you previously used.

•Export Format selection box—define the export format of the report.

The character you choose from the drop- down list in the Field

Separator text box is what will be placed between each field in the

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Exporting Report Data 2-52

report. The character you choose for the Text Delimiter determines

what is used around text strings in the exported file. If a text

delimiter is specified, no special checks are done to ensure that the

data does not contain that character and the data is written

unmodified.

If you want to export data to

Microsoft

ExcelTM, choose “Tab” as the

field separator and “None” as the text delimiter.

•Export Null Values as Zero—select this check box to include data

that is null as a zero in the export of information. This is helpful if you

are exporting a table report because a null value that is not included

in the export of the data could disrupt the order of the rows/columns

in the data.

•Include Labels and Headers check box—select this check box to

include the text information (such as column headers in table

reports) in the export of the report's data.

•Export Time Durations in Seconds—select this check box to include

the time duration in the export of information.

................................................................................................................................

........................................

4If you want to automatically export data on a schedule, select the

Script button to display the Save as Script dialog box. This dialog box

will create a script to export data from the report.

................................................................................................................................

........................................

5Select OK in the Export Data window.

ND OF STEPS

..........................................................................................................

.......................................................................

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Copying Chart Reports 2-53

Copying Chart Reports

Overview You can copy chart reports to the

Windows

clipboard. The copy of the

selected chart report is copied to the clipboard in the

Windows

metafile

(*.wmf) format. This allows you to paste the chart image into any

Windows

application that can read the metafile format. For instance, you

can copy chart reports and import the files into word processing files to

be used as viewgraphs.

How to copy chart

reports To copy a chart report to the metafile format, do the following steps:

................................................................................................................................

........................................

1Run a chart (graphical) report.

................................................................................................................................

........................................

2Select the image that you want to copy by clicking on it.

................................................................................................................................

........................................

3Select Copy from the Edit menu or use the right mouse button menu

to select Copy.

ND OF STEPS

..........................................................................................................

.......................................................................

Results:

The chart you selected is copied to the clipboard.

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Resizing Report Windows and Columns 2-54

Resizing Report Windows and Columns

Resizing a window You can resize report windows by moving the cursor to the edge of the

window and, when the resize arrow appears, holding down the left mouse

button and moving the mouse to size the window. When the window is

the size you want it, release the mouse button.

You can also use the maximize and minimize buttons at the top of the

window to size the window.

When you resize a

CentreVu

Supervisor report output window, the

resulting effect depends on the type of report (standard or graphical) you

are running. The following paragraphs outline the effects of resizing each

type of report window.

Standard Supervisor

report window When you resize the window of a standard report, the contents of the

window do not change in size to reflect the new window size.

If you made the window smaller than the size of the report, scroll bars will

appear to allow you to view the entire contents of the report.

Graphical report window When you resize the window of a graphical report, the contents of the

window will change in size to reflect the new window size.

If a window is made too small, some elements may shrink in such a way

to become unreadable. If this happens, resize the window to a more

appropriate size. You may also choose to turn chart legends or data

labels off to make more room for the chart itself.

The window size is saved as part of the report view.

Changing a column

width You can change the width of an individual table column in a table or chart

report by positioning the mouse pointer between the column headers.

The pointer will change to indicate that a resize is possible, and you can

then drag the mouse to change the column size.

Using CentreVu Supervisor Reports

CentreVu®

Supervisor Version 8 Reports

Selecting a Printer 2-55

Selecting a Printer

The Print setup window is a standard

Windows

Print window.

Print setup options The following options are available in the Print setup window:

•Default Printer — the default printer assigned by you in the

Windows

Control Panel will be used.

•Specific Printer — you can choose any printer that has been

installed in the

Windows

Control Panel. All installed printers are

included in the drop-down list. Depending on what printers are

installed, non-printer devices such as files and fax may appear here.

Other entries in this window will vary depending on the capabilities of the

chosen printer. The

Windows

system software determines what is

available here and what happens if the Properties button is selected.

These variations are not described here since

Windows

controls these

options.

How to select a printer To access the Print setup window, do the following:

................................................................................................................................

........................................

1Select a report (from Reports, Dictionary, Exceptions, Agent

Administration, Call Center Administration, or Maintenance).

Using CentreVu Supervisor Reports

CentreVu®

Supervisor Version 8 Reports

Selecting a Printer 2-56

................................................................................................................................

........................................

2On the report input window, select the Print setup button.

Result: The Print setup window displays.

ND OF STEPS

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Using CentreVu Supervisor Reports

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Supervisor Version 8 Reports

Setting Up a Page 2-57

Setting Up a Page

Overview The Page Setup window allows you to specify how each page of a report

is positioned when printed. The changes you make in this window apply

only to printed reports and do not affect reports displayed on-screen.

The Page Setup window is a standard

Windows

print window.

Page setup options The following options are available in the Page Setup window:

•Margins — allows you to define the spaces at the edges of the page

where nothing will be printed.

•The margin settings are defined as follows:

– Top — the margin is measured from the top of the page. The

report is offset by this amount at the top of each page.

– Bottom — the margin is measured from the bottom of the page.

When a printed table reaches the bottom of the page, it will

continue printing at the top of the next page, with the table titles

repeated. If a chart would overlap the bottom margin, it will be

scaled smaller so that it fits within the margin. Text that reaches

the bottom of the page will be printed on the next page.

– Left — the margin is measured from the left of the page. The

report is offset by this amount on the left of each page.

– Right — the margin is measured from the right of the page.

Tables and text that are too wide to fit on the printed page are

truncated at the right margin. Charts that would overlap the

right margin are scaled smaller to fit within the margin.

•Page Numbers — allows you to choose whether or not to display

page numbers.

•The following settings are valid:

– Yes — page numbers will be displayed.

– No — no page numbers will be displayed. This is equivalent to

the way

CentreVu

Supervisor currently prints reports.

•Box Around Tables — allows you to choose whether or not to

display a box around report tables when printed.

•The following settings are valid:

– Box — boxes will be displayed.

– No Box — boxes will not be displayed.

Using CentreVu Supervisor Reports

CentreVu®

Supervisor Version 8 Reports

Setting Up a Page 2-58

How to set up a page To access the Page Setup window, do the following steps:

................................................................................................................................

........................................

1Select a report (from Reports, Dictionary, Exceptions, Agent

Administration, Call Center Administration, or Maintenance).

................................................................................................................................

........................................

2Complete the report input window, selecting View Report On Screen

as the destination.

................................................................................................................................

........................................

3Select OK to run the report.

................................................................................................................................

........................................

4Once the report is running, select Page Setup from the Report menu.

ND OF STEPS

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Result:

The Page Setup window displays.

Using CentreVu Supervisor Reports

CentreVu®

Supervisor Version 8 Reports

Setting Report Threshold Highlights 2-59

Setting Report Threshold Highlights

Overview Report threshold highlights let you set visual flags to key you when a real-

time data item is out of acceptable bounds. This feature enables you to

run a minimized report and be notified (through color/icon changes) when

an item has passed a specific threshold.

Reports You can set threshold highlights only for real-time data items in real-time

or integrated reports. The threshold highlights you set will tell you when

data for an entity (split/skill, agent, agent group, or VDN) has reached a

certain level (threshold), as defined by you.

Entities Threshold highlight settings apply to a single entity on a specific ACD.

For example, if you run a real-time split report for split 17 on ACD 1 and

set the threshold highlights, the threshold settings apply to split 17 on

ACD 1 for all reports you run for that split and ACD. Also, the threshold

highlight settings are saved on the PC you are currently using. So, if you

move to another PC, you need to set up the threshold highlights on that

PC. If multiple users log into the same PC, each user’s threshold highlight

settings are saved individually.

Turn highlights on and

off By default, the thresholds for each report are turned on, but the threshold

highlight settings are empty and the sample size threshold is zero.

Therefore, no threshold highlights show on any reports until you create

them using the Threshold Settings window. You can turn thresholds on

and off for each report by selecting/deselecting the Thresholds Settings

check box in the report input window, or by selecting Threshold Settings

from the Options menu in the report output window.

Example For example, set thresholds for Time on ACD Calls in the skill named

Sales. You might set the High Caution threshold to 50 seconds and the

High Warning threshold to 60 seconds. If an agent spends more than 50

seconds, but less than 60 seconds, on an ACD call in the Sales skill, the

item on the report will highlight with the High Caution threshold color. If

the time exceeds 60 seconds, the item on the report will highlight with the

High Warning threshold color. However, if the agent spends more than 50

seconds on an ACD call in any other skill (that does not have the same

thresholds), the item on the report will not display any threshold

highlighting.

Important! Report threshold highlights are not the same as

CentreVu

CMS Exceptions Thresholds. The threshold highlighting

you can do with this feature is available through the

CentreVu

Supervisor interface only.

Using CentreVu Supervisor Reports

CentreVu®

Supervisor Version 8 Reports

Set Report Threshold Highlights 2-60

Set Report Threshold Highlights

Before you start The procedure in this section are used to set report threshold highlights.

Important! When a data item/items for which threshold highlights

can be set is selected, the Threshold Settings menu item is enabled.

When the data item that is selected does not allow thresholds, an

error message will display. See the tables later in this section for a

list of the report outputs that allow threshold highlighting.

Depending on which data item you have selected, the Sample Size

box at the bottom of the Threshold Settings window may or may not

be visible. If you selected a data item that is a percentage or an

average, the Sample Size box is present.

Set thresholds The following is an example of the Threshold Settings window:

Procedure To set report threshold highlights do the following steps:

................................................................................................................................

........................................

1Run a report that contains real-time data (a real-time or integrated

report).

................................................................................................................................

........................................

2Select on a data item in the report for which you can set threshold

highlights.

Using CentreVu Supervisor Reports

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Supervisor Version 8 Reports

Set Report Threshold Highlights 2-61

................................................................................................................................

........................................

3Select Threshold Settings from the right mouse button or from the

Tools menu.

................................................................................................................................

........................................

4Complete the Threshold Settings window.

The Threshold Settings window includes the following information and

text boxes:

•Item — shows the name of the report threshold that applies to the

selected data value. In most cases, this box contains a single entry.

If the data value is agent “Time in State” or “Time in Workmode,” or

agent group “Time in State” or “Time in Workmode,” then this list box

contains multiple names, one for each possible agent state or

workmode. Threshold highlights can be set for each individual state

and workmode.

•Description — shows a description of the threshold currently

selected.

•Thresholds — shows the colors (as defined in the Options

Threshold Colors tab, accessed from the Tools menu), icons, and

current numerical settings for the threshold highlights of this item.

For thresholds that are time-related, the numbers you enter are in

seconds. For example, if you are entering a High Caution threshold

for three minutes, type 180 (for 180 seconds) in the High Caution

field.

•Sample Size — contains the current value for the Sufficient Sample

Size value. You can set this to any value from 0 to 999. When you

set Sufficient Sample Size value, you are defining a minimum

number of items that must be currently tracked before the threshold

highlighting is enabled. You will only see Sample Size if the data

item you selected is a percentage or an average.

•There are four types of thresholds available on the Threshold

Settings window:

– Low Warning — contains the current value for the Low Warning

threshold for the selected data item. If no value is defined, the

field is blank. You can set the value to any positive integer from

0 to 999,999,999 or leave it blank. If the field is blank, no

threshold is set.

– Low Caution — contains the current value for the Low Caution

threshold for the selected data item. If no value is defined, the

field is blank. You can set the value to any positive integer from

0 to 999,999,999 or leave it blank. If the field is blank, no

threshold is set.

Using CentreVu Supervisor Reports

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Set Report Threshold Highlights 2-62

– High Caution — contains the current value for the High Caution

threshold for the selected data item. If no value is defined, the

field is blank. You can set the value to any positive integer from

0 to 999,999,999 or leave it blank. If the field is blank, no

threshold is set.

– High Warning — contains the current value for the High

Warning threshold for the selected data item. If no value is

defined, the field is blank. You can set the value to any positive

integer from 0 to 999,999,999 or leave it blank. If the field is

blank, no threshold is set.

................................................................................................................................

........................................

5Select OK.

ND OF STEPS

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Using CentreVu Supervisor Reports

CentreVu®

Supervisor Version 8 Reports

Tips for Setting Report Threshold Highlights 2-63

Tips for Setting Report Threshold Highlights

Overview Use the tips in this section when setting report threshold highlights.

Tips for setting report

threshold highlights Keep the following tips in mind when you are setting report threshold

highlights:

•Before you can administer threshold highlights for a data item, you

must first click on the data item in the report to select it. When a data

item is highlighted in a table (standard) report, it is outlined with a

dotted line. When a data item is highlighted in a chart (graphical)

report, it has “pull-bars” around the perimeter.

•See the Available Agent Threshold Settings (2-65), Available Split/Skill

Threshold Settings (2-68), and Available VDN Threshold Settings (2-71)

sections in this chapter for more information on the real-time data

items in reports for which you can set threshold highlights.

•In standard reports, you can select items from the table or from the

output information at the top of the report.

•In chart reports, you can select items from the pie charts, bar charts,

graphical reports, or tables.

•When you set threshold highlights for an entity (split/skill, agent,

agent group, or VDN), that set of threshold highlights applies to

every report that is run specifically for that entity.

•The report threshold highlights are updated with each refresh of the

report, but not between report refreshes.

•The numbers you define for the threshold highlights must increase

from left to right (the number you use for Low Warning must be less

than the number you use for High Warning).

•You can set the label colors by choosing Options from the Tools

menu on the Controller.

•Depending on how you define the colors, the sample size threshold

can behave in the following ways:

– If you want to be alerted to the fact that a particular calculation

is not statistically significant, set the Insufficient color to a

different color than any other threshold condition. This causes

data with insufficient sample size to be highlighted in a special

color.

– If you want to ignore values with insufficient sample sizes, set

the Insufficient color to be black text on a gray background.

This causes the value with insufficient sample size to not be

highlighted.

•You can set report thresholds to affect how report data is displayed.

Using CentreVu Supervisor Reports

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Tips for Setting Report Threshold Highlights 2-64

•There are two ways data is affected:

– If the data calculation contains a non-zero Sample Size

threshold, the denominator of the specified calculation is

compared to the Sample Size threshold. If the denominator is

less than the Sample Size threshold, the value displays in the

“Insufficient” color, indicating that the sample size is insufficient

for the value to be significant.

– If the sample size is sufficient or if there is no sample size

associated with the data, then the data value is compared to

the Low Warning, Low Caution, High Caution, and High

Warning threshold values to determine which band applies.

The value is displayed in the color associated with the

appropriate threshold.

Using CentreVu Supervisor Reports

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Supervisor Version 8 Reports

Available Agent Threshold Settings 2-65

Available Agent Threshold Settings

Overview Use the data items in this section when setting agent threshold highlights.

Agent threshold settings All of the data that

CentreVu

Supervisor uses for agent threshold

highlights are retrieved from the cagent (current interval agent)

database table. See the

CentreVu

CMS R3V8 Database Items and

Calculations

(585-210-939) document for more information on the

database tables.

The Average Talk Time data item includes Sample Size thresholds.

The agent threshold highlights you can set are as follows:

Threshold Description/Database Item or Calculation

Time in AUX State Description — Amount of time the agent is in

the Auxiliary Work state. Measures —

DURATION while AGSTATE = AUX

Time in AUX-IN State Description — Amount of time the agent is on

an incoming call while in the Auxiliary Work

state. Measures — DURATION while

AGSTATE = AUX-IN

Time in AUX-OUT State Description — Amount of time the agent is on

an outgoing call while in the Auxiliary Work

state. Measures — DURATION while

AGSTATE = AUX-OUT

Time in ACW State Description — Amount of time the agent is in

the After Call Work state. Measures —

DURATION while AGSTATE = ACW

Time in ACW-IN State Description — Amount of time the agent is on

an incoming call while in the After Call Work

state. Measures — DURATION while

AGSTATE = ACW-IN

Time in ACW-OUT State Description — Amount of time the agent is on

an outgoing call while in the After Call Work

state. Measures — DURATION while

AGSTATE = ACW-OUT

Time in AVAIL State Description — Amount of time the agent is in

the AVAIL state. Measures — DURATION

while AGSTATE = AVAIL

Time in ACD State Description — Amount of time the agent is in

the ACD state. Measures — DURATION while

AGSTATE = ACD

Using CentreVu Supervisor Reports

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Available Agent Threshold Settings 2-66

Time in ACD-IN State Description — Amount of time the agent is in

the ACD-IN state. Measures — DURATION

while AGSTATE = ACD-IN

Time in ACD-OUT State Description — Amount of time the agent is in

the ACD-OUT state. Measures — DURATION

while AGSTATE = ACD-OUT

Time in DACD State Description — Amount of time the agent is in

the DACD state. Measures — DURATION

while AGSTATE = DACD

Time in DACD-IN State Description — Amount of time the agent is in

the DACD-IN state. Measures — DURATION

while AGSTATE = DACD-IN

Time in DACD-OUT

State Description — Amount of time the agent is in

the DACD-OUT state. Measures —

DURATION while AGSTATE = DACD-OUT

Time in DACW State Description — Amount of time the agent is in

the DACW state. Measures — DURATION

while AGSTATE = DACW

Time in DACW-IN State Description — Amount of time the agent is in

the DACW-IN state. Measures — DURATION

while AGSTATE = DACW-IN

Time in DACW-OUT

State Description — Amount of time the agent is in

the DACW-OUT state. Measures —

DURATION while AGSTATE = DACW-OUT

Time in RING State Description — Amount of time the agent is in

the RING state. Measures — DURATION

while AGSTATE = RING

Time AUX Workmode Description — Amount of time the agent is in

the AUX workmode, including incoming and

outgoing calls. This time measures the time

the agent remains in AUX, regardless of any

incoming or outgoing calls handled. Measures

— AGTIME while WORKMODE = AUX.

Time in ACD Workmode Description — Amount of time the agent is in

the ACD workmode, including incoming and

outgoing calls. This time measures the time

the agent remains in ACD, regardless of any

incoming or outgoing calls handled. Measures

— AGTIME while WORKMODE = ACD

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Available Agent Threshold Settings 2-67

Time in ACW Workmode Description — Amount of time the agent is in

the ACW workmode, including incoming and

outgoing calls. This time measures the time

the agent remains in ACW, regardless of any

incoming or outgoing calls handled. Measures

— AGTIME while WORKMODE = ACW

Time in AVAIL Workmode Description — Amount of time the agent is in

the AVAIL workmode, including incoming and

outgoing calls. This time measures the time

the agent remains in AVAIL, regardless of any

incoming or outgoing calls handled. Measures

— AGTIME while WORKMODE = AVAIL

Time in DACD

Workmode Description — Amount of time the agent is in

the DACD workmode. This time measures the

time the agent remains in DACD, regardless of

any incoming or outgoing calls handled.

(Applies only to Generic 3 switches.)

Measures — AGTIME while WORKMODE =

DACD

Time in DACW

Workmode Description — Amount of time the agent is in

the DACW workmode, including incoming and

outgoing calls. This time measures the time

the agent remains in DACW, regardless of any

incoming or outgoing calls handled. Measures

— AGTIME while WORKMODE = DACW

Calls in Direct Agent

Queue Description — Number of Direct Agent calls

that are queued to the agent. DA_INQUEUE is

the current number of Direct Agent calls

waiting in any split/skill queue for a specific

agent. (Applies only to Generic 3 switches.)

Measures — DA_INQUEUE

Time call waiting in Direct

Agent Queue Description — Amount of time the caller has

waited in the Direct Agent queue.

DA_OLDESTCALL is the length of time that

the oldest Direct Agent call has waited in any

split/skill queue for this agent. (Applies only to

Generic 3 switches.) Measures —

DA_OLDESTCALL

Average Talk Time Description — Average length of time the

agent spends talking on ACD calls. Measures

— AVG_AGENT_TALK_TIME calculation.

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Available Split/Skill Threshold Settings 2-68

Available Split/Skill Threshold Settings

Overview Use the data items in this section when setting split/skill threshold

highlights.

Split/skill threshold

settings All of the data that

CentreVu

Supervisor uses for split/skill threshold

highlights are retrieved from the csplit (current interval split) database

table. See the

CentreVu

CMS R3V8 Database Items and Calculations

(585-210-939) document for more information on the database tables.

The following data items include Sample Size thresholds:

•Average Speed of Answer

•Average Talk Time

•Average Time to Abandon

•Percent of Calls Answered in Service Level

•Percent of Calls Abandoned

•Percent of Calls Answered

The split/skill threshold highlights you can set are as follows:

Threshold Description/Database Item or Calculation

Oldest Call Waiting Description — Amount of time the oldest call to this

split/skill has waited in queue. OLDESTCALL is the

number of seconds the oldest split/skill ACD call has

waited in queue or ringing. Measures —

OLDESTCALL

Number of Calls Waiting

in Queue Description — Number of calls queued to this split/

skill. The computation measures the number of calls

in queue or ringing at an agent position. Measures —

INQUEUE + INRING

Number of Calls

Abandoned Description — Number of calls that were queued to

this split/skill and then abandoned. ABNCALLS is the

number of calls offered to a split/queue which were

subsequently abandoned by the caller. Measures —

ABNCALLS

Average Speed of

Answer Description — Number of seconds, on average,

before a call to this split/skill is answered. Average

speed of answer is the ANSTIME (time spent by

callers in queue or ringing before being answered)

divided by the ACDCALLS (number of calls queued

to the split/skill that were answered by an agent at

this split/skill). Measures — AVG_ANSWER_SPEED

Using CentreVu Supervisor Reports

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Available Split/Skill Threshold Settings 2-69

Average Talk Time Description —Average length of time spent on ACD

calls to the split/skill. Measures —

AVG_ACD_TALK_TIME

Average Time to

Abandon Description — Average length of time callers waited

before abandoning calls to the split/skill. Measures

— AVG_ABANDON_TIME

Full Time Equivalent

Agents Staffed Description — Number of total full-time equivalent

agents currently staffed for the skill. Measures —

FTE_AGENTS

Number of Calls Forced

Busy Description — Number of calls to the split/skill that

were given a busy signal by the switch. Measures —

BUSYCALLS

Number of Calls

Disconnected Description — Number of calls to the split/skill that

were disconnected by the switch. Measures —

DISCCALLS

Percent of Calls

Answered in Service

Level

Description — Percentage of ACD calls to the split/

skill that were answered within the service level.

Measures — PERCENT_SERV_LVL_SPL

Percent of Calls

Abandoned Description — Percentage of ACD calls to the split/

skill that were abandoned. Measures —

PERCENT_CALL_ABAN

Number of Agents

Staffed Description — Number of agents logged into the

split/skill. Measures — STAFFED

Percent of Calls

Answered Description — Percent of ACD calls offered to the

split/skill that were answered. Measures —

PERCENT_CALL_ANS

Call Profile Abandon per

Service Level Increment Description — Number of abandoned calls to the

split/skill for any service level increment. A single

report threshold applies to all of the values. If the

number of abandoned calls for the split/skill reaches

the threshold for any of the service level increments,

the value for that service level increment is

highlighted. Measures — ABNCALLS1 through

ABNCALLS10

Rolling Average Speed of

Answer Description — Switch-based Rolling Average Speed

of Answer for this split/skill. The Rolling Average

Speed of Answer is the average speed of answer

across intervals. Measures — ASA

Expected Wait Time

(Low) Description — Expected Wait Time for a call queued

to this split/skill at a low priority level. Measures —

EWTLOW

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Available Split/Skill Threshold Settings 2-70

Expected Wait Time

(Medium) Description — Expected Wait Time for a call queued

to this split/skill at medium priority level. Measures —

EWTMEDIUM

Expected Wait Time

(High) Description — Expected Wait Time for a call queued

to this split/skill at high priority level. Measures —

EWTHIGH

Expected Wait Time

(Top) Description — Expected Wait Time for a call queued

to this split/skill at top priority level. Measures —

EWTTOP

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Available VDN Threshold Settings 2-71

Available VDN Threshold Settings

Overview Use the data items in this section when setting VDN threshold highlights.

VDN threshold settings All of the data that

CentreVu

Supervisor uses for VDN threshold

highlights are retrieved from the cvdn (current interval VDN) database

table. See the

CentreVu® CMS R3V8 Database Items and Calculations

(585-210-939) document for more information on the database tables.

The following data items include Sample Size thresholds:

•Percent of Calls Answered in Service Level

•Percent of Calls Abandoned

•Percent of Calls Answered

•Average Speed of Answer

•Average Talk Time

•Average Time to Abandon

The VDN threshold highlights you can set are as follows:

Threshold Description/Database Item or Calculation

Number of Calls

Abandoned During the

Interval

Description — Number of calls that were queued to

this VDN and then abandoned. Measures —

ABNCALLS

Number of Calls Forced

Busy During the Interval Description — Number of calls to the VDN that were

given a busy signal by the switch. Measures —

BUSYCALLS

Number of Calls

Disconnected During the

Interval

Description — Number of calls to the VDN that were

disconnected by the switch via the vector “disconnect”

command. Measures — DISCCALLS

Oldest Call Waiting Description — Number of seconds the oldest call has

waited in this VDN. Measures — OLDESTCALL

Number of Calls Waiting Description — Number of calls queued to this VDN

that have not been answered by an agent. Measures

— INPROGRESS - ATAGENT

Percent of Calls

Answered in Service

Level

Description — Percentage of ACD calls to the VDN

that were answered within the service level. Measures

— 100*(ACCEPTABLE / INCALLS)

Percent of Calls

Abandoned Description — Percentage of ACD calls to the VDN

that were abandoned. Measures — 100*(ABNCALLS

/ INCALLS)

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Available VDN Threshold Settings 2-72

Percent of Calls

Answered Description — Percentage of ACD calls offered to the

VDN that were answered. Measures —

100*[(ACDCALLS + CONNECTCALLS) / INCALLS]

Call Profile Abandon per

Service Level Increment Description — Number of abandoned calls to this

VDN for any service level increment. A single report

threshold applies to all of the values. If the number of

abandoned calls for the VDN reaches the threshold

for any of the service level increments, the value for

that service level increment is highlighted. Measures

— ABNCALLS1 through ABNCALLS10

Average Speed of

Answer Description — Number of seconds, on average,

before a call to this VDN is answered. This value is

the time callers spent in queue or ringing before being

answered divided by the number of calls queued to

the VDN that were answered by an agent at this VDN.

Measures — AVG_ANSWER_SPEED

Average Talk Time Description — Average length of time spent on ACD

calls to the VDN. Measures —

AVG_ACD_TALK_TIME

Average Time to

Abandon Description — Average length of time callers waited

before abandoning calls to the VDN. Measures —

AVG_ABANDON_TIME

Rolling Average Speed of

Answer Description — Switch-based Rolling Average Speed

of Answer for this VDN. The Rolling Average Speed of

Answer is the average speed of answer across

intervals. Measures — ASA

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Report Options 2-73

Report Options

Overview This section describes what the Report Options tab can be used for.

Functions Use the Options tab to do the following actions:

•Set the ACD and other general options that

CentreVu

Supervisor

will default to when you log in (General tab).

•Set up the colors that will be used in your graphical reports (Report

Colors tab).

•Set up the colors that will be used in reports to tell you when

threshold highlights (not exceptions thresholds) have been reached.

See Set Report Threshold Highlights (2-60) for more information on

threshold highlights.

•Choose or create a name format using {name} for Dictionary Name,

{entity} for entity type, and {number} for entity number. The name

format determines how items will be displayed in reports. For

instance, if you select the name format of {entity}{number}, then all

of the entities (splits/skills, ACDs, VDNs, vectors, trunks, trunk

groups, call work codes, and AUX codes) that can be named in the

Dictionary will display as the entity type and number instead of the

Dictionary name. If you selected {name} as the name format, then

the names that have been assigned to the entities in the Dictionary

will display.

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Options General Tab 2-74

Options General Tab

Overview This section describes the Options General tab.

Options general tab Important! The General tab is accessible when you

are

connected to a

CentreVu

CMS server.

Threshold highlighting does not use sound. It uses color only as an

indicator of a threshold being met.

The following graphic shows the Options General tab (with default

settings).

Use the General tab to set your first calendar day, default ACD, and other

general options. The options are described below.

•First Day of Week — this option affects only how the calendar

displays; it does not change the

CentreVu

CMS Start of Week day

for weekly data collection (the

CentreVu

CMS Start of Week day is

set through the System Setup: Storage Intervals window). For

example, if you browse for a date, the calendar will start the week

based on the day that you choose.

Use the drop-down list to make your selection.

•Default ACD — when you select the ACD, this ACD will be the

default listed in the functions windows and drop-down list options.

Use the drop-down list to make your selection.

Using CentreVu Supervisor Reports

CentreVu®

Supervisor Version 8 Reports

Options General Tab 2-75

•Synchronize PC and CMS Time at Login — activate the check box

for this selection to set the PC's clock to read the same time as the

CentreVu

CMS clock. If you do not activate this selection, your PC

clock and the

CentreVu

CMS clock may not read the same time.

This does not affect the

CentreVu

CMS clock.

•Use Sound — activate the check box for this selection to be alerted,

by sound, when the Exceptions Indicator box is updated. The

Exceptions Indicator box is on the Controller status bar. The sound

you hear is the sound you have chosen for the exclamation event

associated with your PC.

•Use Tooltips — activate the check box to make tooltips visible. For

example, when you are working on the Controller window, you may

place your mouse cursor over a toolbar button and a yellow box will

appear with a brief description of that button.

•Use Taskbar Icon — activate the check box for this selection to use

the

CentreVu

Supervisor system tray icon feature.

•Window Menu Sort Order —if you activate the Use Tray Icon, you

need to determine how the items that display in the system tray icon

menu will be sorted.

•The following sort options are available:

– Start Order — select this radio button and the items in the

system tray icon menu will display in the order in which you

started them from

CentreVu

Supervisor.

– Alphabetical — select this radio button and the items in the

system tray icon menu will display in alphabetical order,

regardless of the order in which you started them.

Using CentreVu Supervisor Reports

CentreVu®

Supervisor Version 8 Reports

Options Report Colors Tab 2-76

Options Report Colors Tab

Overview This section describes the Options Report Colors tab.

Options report colors tab Important! The Report Colors tab is accessible when you

are

connected to a

CentreVu

CMS server.

The following graphic shows the Options Report Colors tab (with default

settings).

Use the Report Colors tab to set up the colors that will be used in your

graphical reports.

•Scheme — You can select the report color scheme that you want to

use for

CentreVu

Supervisor reports:

•Select one of the following two ways:

– From a series of predefined color schemes, which are listed in

the Scheme: field. Use the drop-down list to select a different

scheme from the one that is currently displayed.

– By creating a new color scheme. See the Create a New Report

Color Scheme (2-81) section in this chapter for instructions on

creating report color schemes.

Using CentreVu Supervisor Reports

CentreVu®

Supervisor Version 8 Reports

Options Report Colors Tab 2-77

•Background —

CentreVu

Supervisor allows a choice of report

background color:

•Use one of the following two choices:

– White — Select this radio button to make the background of all

reports white.

– Automatic — Select this radio button to make the background

of all reports match the color that you have set up for your

system in

Windows

Using CentreVu Supervisor Reports

CentreVu®

Supervisor Version 8 Reports

Options Threshold Colors Tab 2-78

Options Threshold Colors Tab

Overview This section describes the Options Threshold Colors tab.

Options threshold colors

tab Important! The Threshold Colors tab is accessible when you

are

connected to a

CentreVu

CMS server.

The following graphic shows the Options Threshold Colors tab (with

default settings):

Use the Threshold Colors tab to set up the colors that will be used in

reports to tell you when exceptions thresholds have been reached.

You can select report color schemes in the following ways:

•From a series of predefined color schemes, which are listed in the

Scheme: field. Use the drop-down list to select a different scheme

from the one that is currently displayed.

•By creating a new color scheme. See the Create a New Threshold

Color Scheme (2-84) section in this chapter for instructions on

creating report color schemes.

Using CentreVu Supervisor Reports

CentreVu®

Supervisor Version 8 Reports

Options Name Format Tab 2-79

Options Name Format Tab

Overview This sections describes the Options Name Format tab.

Options name format tab Important! The Name Format tab is accessible when you

are

connected to a

CentreVu

CMS server.

The following graphic shows the Options Name Format tab (with default

settings):

Use the Name Format tab to choose or create formats for how

CentreVu

CMS entities (splits/skills, ACDs, VDNs, vectors, trunks, trunk groups,

call work codes, and AUX codes) will display in

CentreVu

Supervisor.

The display can be set to any one or a combination of {name} for

Dictionary Name, {entity} for entity type, and {number} for entity number.

To define the name format for entities, do the following steps:

1. Select the item for which you want to set formats from the Entity

box.

2. In the Format text box:

Using CentreVu Supervisor Reports

CentreVu®

Supervisor Version 8 Reports

Options Name Format Tab 2-80

3. Do either of the following actions:

• Type the format that you want ({name}, {entity}, and/or

{number}), or

• Use the drop-down list to choose from a set of preformatted

options.

For example, if you want to display agent names and extension

numbers on reports, enter {name} {number} in the Format box.

The Example box provides an example of what the format will

look like based on your current definition of the name format.

4. Select OK to save your changes. Select Cancel to clear your

changes.

See Create a New Name Format (2-87) for information on creating a new

report name format.

Using CentreVu Supervisor Reports

CentreVu®

Supervisor Version 8 Reports

Create a New Report Color Scheme 2-81

Create a New Report Color Scheme

Overview The procedure in this section describes how to create a new report color

scheme.

If you do not save the new color scheme using the Save As button, the

changes that you made will overwrite the default color scheme that you

modified.

Procedure

Use the following procedure to create a new report color scheme:

1. Choose Options from the Tools menu, or select the Options button

from the toolbar.

2. Select the Report Colors tab.

3. Select the color scheme with which you want to begin from the

Scheme: drop-down list.

The view of the scheme displays.

4. Choose the Background color for reports by selecting White or

Automatic.

5. Click on the color bar (1 through 16) you want to modify.

6. Select either the Color Selector or the Pattern Selector button.

Using CentreVu Supervisor Reports

CentreVu®

Supervisor Version 8 Reports

Create a New Report Color Scheme 2-82

If you select the Color Selector button, the following window

displays:

If you select the Pattern Selector button, the following selection box

displays:

7. To select a new color, choose from the Basic colors palette, or

create a custom color using standard

Windows

procedures.

Using CentreVu Supervisor Reports

CentreVu®

Supervisor Version 8 Reports

Create a New Report Color Scheme 2-83

8. To select a new pattern, click on the pattern you want to use.

9. Repeat steps 5 through 7 until you have updated all of the color bars

that you want to modify.

10. When you are done modifying color bars, select Save As.

The following window displays:

11. Type the name of the report color scheme that you created in the

text box.

12. Select OK to save the scheme and the scheme name.

Important! You can view the changes that you made to a color

scheme at any point in the modification by selecting Apply. When

you do this, the current color scheme is applied to any reports that

are running.

Using CentreVu Supervisor Reports

CentreVu®

Supervisor Version 8 Reports

Create a New Threshold Color Scheme 2-84

Create a New Threshold Color Scheme

Overview The procedure in this section describes how to create a new threshold

color scheme.

Procedure

To create a new threshold color scheme for reports, do the following

steps:

1. Choose Options from the Tools menu, or select the Options button

on the toolbar.

2. Select the Threshold Colors tab.

3. Select the color scheme with which you want to begin from the

Scheme: drop-down list.

The view of the scheme displays.

4. Select the element of threshold highlighting that you want to modify

colors for from the list box (Chart Caution, Chart Insufficient Sample

Size, Chart Warning, Text Caution, Text Insufficient Sample Size,

Text Warning).

The current setting for the element displays to the right of the list

box.

5. Set the color that will be displayed as text:

Using CentreVu Supervisor Reports

CentreVu®

Supervisor Version 8 Reports

Create a New Threshold Color Scheme 2-85

6. Use the following steps:

• Select the Color Selector button next to the Text display box.

The following window displays:

• Choose a color from the Basic colors palette, or create a

custom color using standard

Windows

procedures.

• Select OK when you are done.

The Options window displays.

7. Set the color that will be displayed as the background on the

threshold element:

8. Use the following steps:

• Select the Color Selector button next to the Background display

box.

The Color palette displays.

• Choose a color from the Basic colors palette or create a

custom color using standard

Windows

procedures.

• Select OK when you are done.

The Options window displays.

9. Repeat steps 4 through 6 until you have updated all of the threshold

element colors that you want to modify.

10. When you are done modifying the threshold element colors, select

Save As.

Using CentreVu Supervisor Reports

CentreVu®

Supervisor Version 8 Reports

Create a New Threshold Color Scheme 2-86

The following window displays:

11. Type the name of the threshold color scheme that you created in the

text box.

12. Select OK to save the scheme and the scheme name.

Important! You can view the changes that you made to a color

scheme at any point in the modification by selecting Apply. When

you do this, the current color scheme is applied to any threshold

highlights that are displayed on running reports.

Using CentreVu Supervisor Reports

CentreVu®

Supervisor Version 8 Reports

Create a New Name Format 2-87

Create a New Name Format

Overview The procedure in this section describes how to create a new report name

format.

Procedure To create a new name format, do the following steps:

1. Choose Options from the Tools menu, or select the Options button

on the toolbar.

2. Select the Name Format tab.

3. Select the Entity for which you want to change the name format.

4. In the Format text box, use the drop-down list to select one of the

standard formats, or type in a name combination.

5. Select OK.

If you typed a nonstandard name format in Step 4, the format is not

saved in the Format list as a standard option.

6. To select another name format, go to the Name Format tab, select

the format, and then select OK.

Using CentreVu Supervisor Reports

CentreVu®

Supervisor Version 8 Reports

Create a New Name Format 2-88

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Overview 3-1

3 Real-Time Reports

Overview

Purpose This chapter is written for

CentreVu

Supervisor supervisors and

administrators who use the real-time report subsystem to generate reports.

Real-time 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.

Introduction This chapter gives you the information you need to understand every real-

time report available on

CentreVu

Supervisor.

CentreVu

Supervisor real-time reports give supervisors snapshots of the call

center’s performance and status. Abandoned calls, for example, can be

monitored to determine the waiting-for-service tolerance of callers and

compared to the number of calls in queue. Additionally, agent productivity

can be compared at a glance to determine who may need help in speeding

after call work.

Standard real-time reports:

•Show the current status of ACD activity. The types of data for reports

are status, cumulative, and administrative. (See the

CentreVu

CMS

R3V8 Database Items and Calculations

(585-210-939) document for a

description of these data types.)

•Display data for the current interval for agent, split/skill, trunk/trunk

group, vector, and VDN activities, such as number of ACD calls,

abandoned calls, average talk time, and so on. All database items and

calculations that are used for real-time reports are taken from the

current interval tables.

•You assign the length of the current interval for real-time ACD data in

the System Setup: Storage Intervals window. See the

CentreVu

CMS

R3V8 Administration (585-210-910)

document for more information.

The Expert Agent Selection (EAS), Vectoring, and Graphics reports are also

included in this chapter. If you do not have the Expert Agent Selection

feature, Vectoring feature, or Graphics package, those report items do not

appear on your menu. The reports you see depend on your switch type,

permissions, and system performance.

Organization of

Real-Time Reports The following topics are covered:

•Agent reports (3-4)

•Other Reports (3-22)

•Queue/Agent Reports (3-41)

•Split/Skill Reports (3-58)

•Trunk Group Report (3-144)

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Overview 3-2

•VDN Reports (3-148)

•Vector Report (3-164)

•Drill-Down Reports (3-168).

Presentation This chapter gives a brief description of each available report and

definitions of the input fields. It provides you with the information you

need to complete any real-time report input screen.

Each report description has the following headings:

•Things to Know About All Real-Time Reports: gives you information

on factors that affect the real-time reports.

•Input Window: includes input field definitions for each type of real-

time report. The input window is shown at the beginning of each

section of reports (agent, split/skill, and so on).

•Sample Report: provides an example of the report. A table provides

report headings, field definitions, and the corresponding database

item.

A short summary and example of each

CentreVu

Supervisor real-time

report is included in this chapter. When you generate a real-time report,

the totals for the report columns are on the top line of the report under the

headings.

Diagram of Real-Time

reporting system The following diagram shows how the Real-Time reporting system is

structured. This section follows the report structure outlined in this

diagram-agent reports are described first, followed by other reports, etc.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Overview 3-3

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Agent reports 3-4

Agent reports

Overview

Purpose This section discusses agent reports.

Organization This following topics are described:

•General Information About Agent Reports (3-5)

•Agent Report Input Windows (3-6)

•Agent Group Report (3-7)

•Agent Report (3-10)

•Agent Information Report (3-13)

•Graphical Information Report (3-17).

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

General Information About Agent Reports 3-5

General Information About Agent Reports

What an Agent report

contains The Agent reports give you the following specific information about

agents:

•The agents according to groups you have created in the Dictionary

subsystem.

•The current activities of all agents assigned to a split or skill.

•Real-time information and statistics for a specified agent.

Organization of Agent

reports The following list shows how the Agent reports are organized in

CentreVu

Supervisor:

•Agent Group

•Report

•Agent Information (non-EAS)

•Graphical Information

Agent report selector

window The following figure is an example of the Agent Report selector window.

The reports are explained in the same order as listed in the window.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Agent Report Input Windows 3-6

Agent Report Input Windows

Overview The reports in this section use the Agent Report Input Windows. Specific

input information is included with the reports.

Agent report input fields The following table describes the input fields on real-time Agent report

input windows. Not all reports use all fields; refer to information for the

specific report you are running to determine what you want to view. For

example, you may enter an agent group, agent name or split/skill to run

the report.

Field Definition

Agent group: Enter the name of the group that you want to view. Any

name(s) that you want to appear on the report must

have been previously defined and entered in the

Dictionary subsystem.

Agent: or Agent Name: Enter the name of the agent. The agent’s name must be

defined in the Dictionary subsystem; otherwise, you will

see the agent Login IDs.

Split/Skill: Enter the split or skill name or number that you want to

view in this report. Any name(s) that you want to appear

on the report must have been previously defined and

entered in the Dictionary subsystem.

Refresh Every <#> Seconds: Enter the number of seconds (3 to 600) to specify how

rapidly CMS should update the report data. The default

for the Refresh Every <#> 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 CMS administrator.

Enable Report Thresholds Check the Enable Report Thresholds option to start the

report with report thresholds running. Uncheck the

option if you do not want to run report thresholds.

Run Minimized Click the Run Minimized option to run the report in a

minimized window. Uncheck the option to run the report

at full size.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Agent Group Report 3-7

Agent Group Report

Overview The Agent Group Report allows you to view agents according to groups

you have created in the Dictionary subsystem. For example, these

groups could be new agents, agents with specific extension numbers, or

any grouping that fits your call center’s needs.

Things to know about

this report Here are some things you need to know about this report:

•Only one agent group displays on this report. If you want to compare

groups, you can bring up two reports separately and toggle between

the reports.

•Only the agents logged in and assigned to the group display in the

report.

•The database items used for the Agent Group report are stored in

the cagent table.

•This report uses the Agent Group input window. Select an agent

group to view on the report. See Agent Report Input Windows (3-6) for

more information.

Agent Group report

example The following figure provides an example of the Agent Group report:

Agent Group report input

fields See agent input fields.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Agent Group Report 3-8

Agent Group report

description The following table describes the report fields:

Field Definition Database Item, Calculation,

or <Calculation Name>

Agent Group The name of the group of agents. You can make

this selection in the report input window.

No database item or

calculation.

Agent Name The name(s) of the agent(s) assigned to this

split/skill and logged in (or their login IDs if

names have not been assigned to them in

Dictionary).

syn(LOGID)

Extn The extension the agent logged in from. EXTENSION

AUX Reason The reason associated with the auxiliary work

state of this agent (for example, lunch, break,

meeting, or training). This field is blank if the

agent is not in the AUX state.

AUXREASON

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).

AWORKMODE and

DIRECTION

Split/Skill When an agent is on a split/skill call, a direct

agent call, or in After Call Work associated with

the call or the ACW, WORKSKILL is the

OLDEST_LOGON:

•When an agent is on an AUXIN/AUXOUT call

from the available state, while in AUX or with an

AUXIN/AUXOUT call on hold

•When an agent is on an AUXIN call with an ACD

call on hold.

When an agent is on an AUXOUT call with an

ACD call on hold, this is the split/skill associated

with the ACD call. When an agent is available, in

AUX, or in OTHER, this is blank.

WORKSKILL

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

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Agent Group Report 3-9

VDN Name

(Shows data only

if you have the

Vectoring

feature)

The number or name of the VDN for which the

report shows data. The Vector Directory Number

(VDN) is associated with the ACD call in

progress. If a name has been assigned to the

VDN in the Dictionary, the name displays instead

of the number.

syn(VDN)

Field Definition Database Item, Calculation,

or <Calculation Name>

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Agent Report 3-10

Agent Report

Overview The Agent report displays the current activities of all agents assigned to a

split or skill. It shows the extension from which the agent logged in, the

agent’s work state, how long the agent has been in that work state, and

the split or skill in which the agent is currently working. This report also

gives you VDN information (if you have the Vectoring feature).

Things to know about

this report Here are some things you need to know about this report:

•Only the agents currently assigned and logged into the split/skill

display on this report.

•The database items used for the Agent Report are stored in the

cagent table.

•This report uses the Agent Input Window. Select a split/skill that you

want to view on the report. See Agent Report Input Windows (3-6) for

more information.

Agent report example The following figure provides an example of the Agent report.

Agent report input fields See agent input fields.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Agent Report 3-11

Agent report description The following table describes the report fields:

Field Definition Database Item, Calculation, or

Split/Skill The name or number of the split/skill selected for

this report.

syn(SPLIT)

Agent Name The name(s) of the agent(s) assigned to this split/

skill and logged in (or their login IDs if names

have not been assigned to them in Dictionary).

syn(LOGID)

Extn The extension that the agent logged in from. EXTENSION

AUX Reason The reason associated with the auxiliary work

state of this agent (for example, lunch, break,

meeting, or training). This field is blank if the

agent is not in the AUX state.

AUXREASON

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).

AWORKMODE and DIRECTION

Split/Skill When an agent is on a split/skill call, a direct

agent call, or in After Call Work associated with

the call or the ACW. WORKSKILL is the

OLDEST_LOGON:

•When an agent is on an AUXIN/AUXOUT call from

the available state, while in AUX or with an AUXIN/

AUXOUT call on hold

•When an agent is on an AUXIN call with an ACD

call on hold.

When an agent is on an AUXOUT call with an

ACD call on hold, this is the split/skill associated

with the ACD call. When an agent is available, in

AUX, or in OTHER, this is blank.

WORKSKILL

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Agent Report 3-12

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

VDN Name

(Shows data

only if you

have the

Vectoring

feature)

The number or name of the VDN for which the

report shows data. The Vector Directory Number

(VDN) associated with the ACD call in progress. If

a name has been assigned to the VDN in the

Dictionary, the name displays instead of the

number.

VDN

Field Definition Database Item, Calculation, or

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Agent Information Report 3-13

Agent Information Report

Overview The Agent Information report displays real-time information and statistics

for the specified agent.

This version of the Agent Information report is for non-EAS users.

Things to know about

this report Here are some things you need to know about this report:

•Whenever you drill down to the Real-Time Agent Information report,

you can also drill down to the Integrated Agent Information report by

clicking the right mouse button.

•This report includes a table that shows all the splits which the agent

is logged into. If the agent is assigned to additional splits, but is not

logged into those splits, these will not be reflected in this table.

•When this report is accessed from the report selector menu, you

need to enter the Agent Name and Login ID input fields.

•When this report is accessed from another report by drilling down,

the input fields will be defaulted from the report you are drilling down

from.

•The database items used for the Agent Information report are stored

in the cagent table.

•This report uses the Agent Information Input Window. Select an

agent that you want to view on the report. See Agent Report Input

Windows (3-6).

You can access this report as follows:

•From the Real-Time Agent Category selector menu.

•By drilling down from the Agent Name or Login ID fields on other

reports (for example, Agent, Agent Group, Graphical AUX Agents

Report, Graphical AUX Top Agents Report, or other Real-Time and

Integrated reports).

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Agent Information Report 3-14

Agent Information report

example The following figure provides an example of the Agent Information report:

Agent Information report

description The following table describes the report fields:

Field Definition Database Item, Calculation, or

Agent Name The name(s) of the agent(s) assigned to this split/

skill and logged in (or their login IDs if names have

not been assigned to them in Dictionary).

syn (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).

AWORKMODE and 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

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Agent Information Report 3-15

Active Split The split is active when the agent is:

•On a split/skill, on a direct agent ACD call, or in

ACW-this is the split/skill associated with the call or

ACW.

•Available, in AUX or in OTHER states, this is null

(blank).

•On an AUXIN/AUXOUT call-this is the

OLDEST_LOGON split/skill.

•On an AUXIN/AUXOUT call from the available state,

while in AUX or with 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.

•On an AUXIN call with an ACD call on hold-this is

the OLDEST_LOGON split/skill.

•On an AUXOUT call with an ACD call on hold-this is

the split/skill associated with the ACD call.

WORKSKILL differs from WORKSPLIT only in the

case that the agent is available. In this case,

WORKSKILL will be blank and WORKSPLIT will

contain one of the splits/skills in which the agent is

available.

syn(WORKSKILL)

ACD Calls The ACD calls that were queued to the split/skill

and answered by an agent during the current

interval. 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.

sum(ACDCALLS)

Move

Pending?

A move to a new split or skill or a change of skill 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. Values for

MOVEPENDING are 0= NO, 1 = YES.

MOVEPENDING

Direct Agent

Calls

The total number of split and direct agent calls

(Generic 3 switches only) that have been answered

by the agent during the current interval. This is the

number of calls that the agent answered, not the

number of calls for which the agent counted an

event.

sum(DA_SKILL)

AVAIL The time during the collection interval that the

agent was in the available state for split or direct

agent ACD calls in any split.

sum(TI_AVAILTIME)

Field Definition Database Item, Calculation, or

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Agent Information Report 3-16

ACD The time during the collection interval that the

agent was talking on ACD calls for the SPLIT.

sum (<TOTAL_I_ACDTIME>)

ACW The time during the collection interval that the

agent was in after call work (ACW). This includes

ACW for split ACD calls and ACW not associated

with the call.

sum(<TOTAL_I_ACWTIME>

AUX The time during the collection interval that the

agent was in the AUX work state in all splits/skills

or on AUXINCALLS or AUXOUTCALLS.

sum(TI_AUXTIME)

RINGING The time during the collection interval that the

agent had split and direct agent ACD calls ringing.

sum(I_RINGTIME)

OTHER The time during the collection interval that the

agent was doing other work in all splits. 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 switch comes

up or after the agent logs in and before the CMS

receives notification of the agent’s state from the

switch. The "TI_" time is stored only for the split/

skill logged into the longest. "TI_" time needs to be

summed across the splits/skills the agents may log

into, in case the logon order changes during the

collection interval.

sum(TI_OTHERTIME)

Split The split number or name that this extension is

assigned to or the split number or name that the

agent logged into.

syn(SPLIT)

Field Definition Database Item, Calculation, or

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Graphical Information Report 3-17

Graphical Information Report

Overview The Graphical Information report displays real-time information and

statistics for the specified agent.

Things to know about

this report Here are some things you need to know about this report:

•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

the supervisor to quickly make a more educated decision on

whether an agent should be added to or removed from a skill.

•This report is available for all switch releases. The contents of this

report depends upon the switch release for which it is being run.

•The database items used for the Graphical Information Report are

stored in the cagent table.

•This report uses the Agent Information Input window. Select an

agent that you want to view on the report. See Agent Report Input

Windows (3-6).

You can access this report in the following ways:

•From the Real-Time 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,

or Graphic AUX Agent reports).

The following example of this report shows the information it will contain

for the

DEFINITY

Enterprise Communications Server (ECS) Release 5

switch:

•Graphical information:

A three-dimensional vertical bar chart, with time (in minutes) along

the y-axis, and agent work states along the x-axis. The chart shows

how much time (in minutes) during the current interval the agent

spent in each of the work states. By default, no legend accompanies

the chart.

•Table information:

A table shows the skill that is assigned to the agent, and the skill

level of 1-16 or R1 or R2 (if ECS switch with EAS) or the priority

level with "1" representing the primary level, and "2" representing

the secondary level (if using a pre-ECS switch with the EAS

feature).

A scroll bar is displayed only if the number of skills to which the

agent is assigned exceeds what can be displayed in the table.

•Real-Time report status.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Graphical Information Report 3-18

Graphical Information

report example The following figure provides an example of the Graphical Information

report:

Graphical Information

report description The following table describes the report fields:

Field Definition Database Item, Calculation,

or <Calculation Name>

Agent The name(s) of the agent(s) assigned to this split/

skill and logged in (or their login IDs if names have

not been assigned to them in Dictionary).

syn(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).

AWORKMODE and

DIRECTION

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Graphical Information Report 3-19

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 Skill The skill is active when the agent is:

•On a split/skill, on a direct agent ACD call, or in ACW.

This is the split/skill associated with the call or ACW.

•Available, in AUX or in OTHER states. This is null

(blank).

•On an AUXIN/AUXOUT call. This is the

OLDEST_LOGON split/skill.

•On an AUXIN/AUXOUT call from the available state,

while in AUX or with 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.

•On an AUXIN call with an ACD call on hold. This is

the OLDEST_LOGON split/skill.

•On an AUXOUT call with an ACD call on hold. This is

the split/skill associated with the ACD call.

WORKSKILL differs from WORKSPLIT only in the

case that the agent is available. In this case,

WORKSKILL will be blank and WORKSPLIT will

contain one of the splits/skills in which the agent is

available.

syn(WORKSKILL)

AUX Reason For the

DEFINITY

ECS, this is the reason code

associated with the auxiliary work state (on a break,

in a meeting, and so on) of this agent. This field is

blank if the agent is not in the AUX state.

syn(AUXREASON)

Top Skill The agent’s first-administered, highest-level,

measured skill, where skill level 1 is the highest, skill

level 16 is the lowest. The TOPSKILL of an agent

will be 0 except when PREFERENCE is a skill level

(LVL). This means that an agent will not have a top

skill or be counted in any split table TOPSKILL items

if their call handling preference is Greatest Need

(NEED) or percent allocation (PCNT). In addition,

agents who have skill level preference, but only

reserve levels for all their skills, will not have a

TOPSKILL.

syn(TOPSKILL)

Field Definition Database Item, Calculation,

or <Calculation Name>

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Graphical Information Report 3-20

Call Handling

Preference

The agent’s call handling preference. Values are

blank, skill level (LVL) or greatest need (NEED), or

percent allocation (PCNT).

syn(PREFERENCE)

ACD Calls The ACD calls that were queued to the split/skill and

answered by an agent during the current interval.

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.

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. Values for

MOVEPENDING are 0= NO, 1 = YES.

MOVEPENDING

Direct Agent

Skill

The skill currently assigned as the agent’s direct

agent skill. Direct agent calls to the agent are

queued to this skill.

syn(DA_SKILL)

Direct Agent

Calls

The total number of split/skill and direct agent calls

(Generic 3 switches only) that have been answered

by this agent during the current interval. This is the

number of calls that the agent answered, not the

number of calls for which the agent counted an

event.

sum(DA_ACDCALLS)

Skill The name or number of the skill that is selected for

this report.

syn(SPLIT)

Level The skill level (1-16, R1 or R2) associated with the

SKILL.

syn(LEVEL)

Percent Agent’s percent allocation for this SPLIT. Requires

ECS R6 or later with

CentreVu

Advocate.

PERCENT

AVAIL The time during the collection interval that the agent

was in the available state for split/skill or direct

agent ACD calls in any split/skill.

sum(TI_AVAILTIME)

ACD The total time during the collection interval that the

agent was talking on ACD calls for the split.

sum (<TOTAL_I_ACDTIME>)

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(<TOTAL_I_ ACWTIME>)

Field Definition Database Item, Calculation,

or <Calculation Name>

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Graphical Information Report 3-21

AUX The total time during the collection interval that the

agent was in the AUX work state in all splits/skills or

on AUXINCALLS or AUXOUTCALLS.

sum(TI_AUXTIME)

RINGING The time during the collection interval that the agent

had split/skill and direct agent ACD calls ringing.

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 agent’s state from the switch. The

"TI_" time is stored only for the split/skill logged into

the longest. "TI_" time needs to be summed across

the splits/skills the agents may log into, in case the

logon order changes during the collection interval.

sum(TI_OTHERTIME)

Staffed Time The time during the collection interval that the agent

was staffed in any split/skill. "TI_" time is recorded

only for the split/skill logged into the longest amount

of time. "TI_" time needs to be summed across the

splits/skills the agents may log into, in case the login

order changes during the collection interval.

sum(TI_STAFFTIME)

Field Definition Database Item, Calculation,

or <Calculation Name>

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Other Reports 3-22

Other Reports

Overview

Purpose This section discusses other reports.

Organization of this

section This section contains the following topics:

•General Information About Other Reports (3-23)

•Event Count Summary Report (3-24)

•Multi-ACD Report (3-27)

•Multi-ACD Top Agent Report (3-35).

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

General Information About Other Reports 3-23

General Information About Other Reports

What Other reports

contain The Real-Time Other reports give you the following specific information

about:

•A summary of the number of times during the current interval that an

agent in a split/skill pressed any of the nine event count keys while

on an ACD call or in call-related after call work.

•Real-time call-handling information.

•Skill information for skills from multiple ACDs.

Organization of Other

reports The following list shows how the Other reports are structured in

CentreVu

Supervisor:

•Event Count

•Multi-ACD

•Multi-ACD Top Agent.

Other report selector

window The following figure is an example of the Other Report Selector window.

The reports are explained in the same order as listed in the window.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Event Count Summary Report 3-24

Event Count Summary Report

Overview The Event Count Summary report displays the number of times during

the current interval that an agent in a split/skill pressed any of the nine

event count keys while on an ACD call or in call-related ACW.

Things to know about

this report Here are some things you need to know about this report:

•You can define event keys to represent any kind of event you want

(for example, the number of calls generated from an advertisement,

promotion, or geographic area).

•Event counts are only recorded while an agent is on an ACD call or

in call-related ACW. If an agent is in AUTO-IN mode, the ACD call

terminates when the caller hangs up, and an event count cannot be

recorded after the caller hangs up. To track event counts, it is

recommended that agents use the MANUAL-IN mode because the

agent goes to ACW when the caller hangs up, allowing the agent to

enter an event count.

•This report is available with

DEFINITY

ECS Generic 3 switches only.

•The database items used for the Trunk Group report are stored in

the csplit table

Relationships to other

subsystems Event 0, audio difficulty, is used in the trunk and trunk group exception

reports.

Event Count Summary

input window The following figure shows an example of the Event Count Summary

input window. You must fill in the report input window to run the report.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Event Count Summary Report 3-25

Event Count Summary

input fields The following table describes the input fields on real-time Event Count

Summary report input windows:

Event Count Summary

report example The following figure provides an example of the Event Count Summary

report:

Field Definition

Split/Skill: Fill in the split or skill name or number for which you want to run the

report. You can enter a split/skill name only if the name has been

defined in Dictionary.

Refresh Every <#>

Seconds:

Enter the number of seconds (3 to 600) to specify how rapidly

CentreVu

CMS should update the report data. The default for the

Refresh Every <#> 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 the Enable Report thresholds option to start the report with

report thresholds running. Uncheck the option if you do not want to

run report thresholds.

Run Minimized Check the Run Minimized option to run the report in a minimized

window. Uncheck the option to run the report at full size.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Event Count Summary Report 3-26

Event Count Summary

report description The following table describes the report fields:

Report

Heading Description Database Item, Calculation,

or <Calculation Name>

Split/Skill The name or number of the split(s)/skill(s) that is

selected for this report.

syn(SPLIT)

Agents Staffed The total number of agents that are logged into

each split/skill.

STAFFED

Agent Name The name(s) of the agent(s) assigned to this split/

skill and logged in (or their login IDs if names

have not been assigned to them in Dictionary).

syn(LOGID)

ACD Calls The total number of split/skill and direct agent

calls (Generic 3 switches only) that were

answered by this agent. This is the number of

calls that the agent answered, not the number of

calls for which the agent counted an event.

ACDCALLS + DA_ACDCALLS

<TOTAL_ACDCALLS>

Event 1 ... 9 The number of times during the specified time

period that this agent entered each event count

(1 - 9) while on ACD calls or in ACW associated

with an ACD call for this split/skill recorded during

this interval.

EVENT1 ... 9

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Multi-ACD Report 3-27

Multi-ACD Report

Overview This report displays real-time call-handling information. This information

can be requested simultaneously for up to eight splits/skills and up to

eight ACDs. This report allows you to evaluate and compare similar

splits/skill information in different ACDs. With this information you can

determine workload and call-handling performance, agent reassignment,

or other ACD configuration alternatives to balance workloads and reduce

abandoned calls

Things to know about

this report Here are some things you need to know about this report:

•The Multi-ACD report appears on the real-time reports menu even if

you have only one real ACD installed on your

CentreVu

CMS.

•The database items used for the Multi-ACD Report are stored in the

csplit table.

•This report can include information on up to eight ACDs.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Multi-ACD Report 3-28

Multi-ACD report input

window The following figure shows an example of the Multi-ACD Report input

window. You must fill in the report input window to run the report.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Multi-ACD Report 3-29

Multi-ACD report Input

Fields The following table describes the input fields on real-time Multi-ACD

report input windows:

Field Definition

First through Eighth ACD: Fill in the names or numbers of the First through Eighth

ACD(s) for which you want to run the report. You can

enter an ACD name only if the name has been defined

in Dictionary.

Split/Skill: Fill in the names or numbers of the Split/Skill(s) for

which you want to run the report. You can enter a split/

skill name only if the name has been defined in

Dictionary.

Refresh Every <#>

Seconds:

Enter the number of seconds from 3 to 600, to specify

how rapidly

CentreVu

CMS should update the report

data. The default for the Refresh Every <#> 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 the Enable Report thresholds option to start the

report with report thresholds running. Uncheck the

option if you do not want to fun report thresholds.

Run Minimized Check the Run Minimized option to run the report in a

minimized window. Uncheck the option to run the

report at full size.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Multi-ACD Report 3-30

Multi-ACD report

example The following figure provides an example of the Multi-ACD report:

Multi-ACD report

description The following table describes the report fields:

Report

Heading Description Database Item, Calculation,

or <Calculation Name>

Split/Skill The name(s) or number(s) of the splits/skills

selected for this report.

syn(SPLIT)

ACD The name or number of the ACD for which the

data was selected.

syn(ACD)

Skill State The current state of the skill, compared to the

administered thresholds. This displays as

Normal, Overload 1, and Overload 2 on the

report. Requires

DEFINITY

ECS R6 or later with

CentreVu

Advocate.

SKSTATE

Calls Waiting The number of split/skill ACD calls waiting to be

answered. This includes calls that are in queue

and calls that are ringing at an agent voice

terminal. It does not include direct agent calls for

the

DEFINITY

ECS Generic 3 switch.

INQUEUE+ INRING

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Multi-ACD Report 3-31

Oldest Call

Waiting

The length of time (in seconds) the oldest ACD

call has waited in queue or ringing before being

answered. This does not include direct agent

calls.

OLDESTCALL

Avg Speed

Answer

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 the ASAI only.

ANSTIME/ ACDCALLS

<AVG_ANSWER_SPEED>

EWT Top This heading contains EWT for the split/skill at

top priority. EWT is the wait time for the call

when it is queued to the split/skill at the top

priority. EWT measures only the time it takes to

deliver the call to an agent. It does not include

ringing time. If

CentreVu

CMS is connected to a

switch previous to the Generic 3 Version 4 or if

vectoring is not activated, the EWT headings

and columns are displayed, but the fields are

blank. Exception thresholds for EWT can be set

from the Exceptions command.

EWTTOP

EWT High This heading contains EWT for the split/skill at

high priority. EWT is the wait time for the call

when it is queued to the split/skill at high priority.

EWT measures only the time it takes to deliver

the call to an agent. It does not include ringing

time. If

CentreVu

CMS is connected to a switch

previous to the Generic 3 Version 4 or if

vectoring is not activated, the EWT headings

and columns are displayed, but the fields are

blank. Exception thresholds for EWT can be set

from the Exceptions command.

EWTHIGH

Report

Heading Description Database Item, Calculation,

or <Calculation Name>

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Multi-ACD Report 3-32

EWT Medium This heading contains EWT for the split/skill at

medium priority. EWT is the wait time for the call

when it is queued to the split/skill at medium

priority. EWT measures only the time it takes to

deliver the call to an agent. It does not include

ringing time. If

CentreVu

CMS is connected to a

switch previous to the Generic 3 Version 4 or if

vectoring is not activated, the EWT headings

and columns are displayed, but the fields are

blank. Exception thresholds for EWT can be set

from the Exceptions command.

EWTMEDIUM

EWT Low This heading contains EWT for the split/skill at

low priority. EWT is the wait time for the call

when it is queued to the split/skill at low priority.

EWT measures only the time it takes to deliver

the call to an agent. It does not include ringing

time. If

CentreVu

CMS is connected to a switch

previous to the Generic 3 Version 4 or if

vectoring is not activated, the EWT headings

and columns are displayed, but the fields are

blank. Exception thresholds for EWT can be set

from the Exceptions command.

EWTLOW

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

switches with the ASAI feature only.

ACDCALLS

Avg ACD Time The average talk time for all ACD calls to this

split/skill. This does not include hold time or 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 switches with the ASAI feature only.

ACDTIME/ ACDCALLS

<AVG_ACD_TALK_TIME>

Report

Heading Description Database Item, Calculation,

or <Calculation Name>

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Multi-ACD Report 3-33

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 the agent answered, for the Generic 3

switches with the ASAI feature only.

ABNCALLS

Avg Aban Time The average time a caller waited (in split/skill or

VDN) before hanging up.

ABNTIME / ABNCALLS

<AVG_ABANDON_TIME>

Agents

Available:

The total number of agents who are available to

receive ACD calls in each split/skill.

AVAILABLE

Agents Ringing: The current number of agents that are available

and have ACD calls (including direct agent calls)

ringing at their voice terminal but have not yet

answered. If the agent places a call or answers

an extension call, the agent is shown in the AUX

work state, rather than in the ringing state.

AGINRING

Agents on ACD

Calls:

The total number of agents that are connected

to inbound and outbound ACD calls in each

split/skill. This does not include direct agent

calls.

ONACD

Agents in ACW: The number of agents who are in the after call

work mode for each split/skill. This includes

agents on ACWIN/ACWOUT calls and agents in

ACW not associated with an ACD call.

INACW

Report

Heading Description Database Item, Calculation,

or <Calculation Name>

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Multi-ACD Report 3-34

Agents in

Other:

The current number of agent positions that are

doing other work. Agent positions show up as

OTHER directly after the link to the switch

comes up and directly after the agents log in

before the

CentreVu

CMS is notified of the

agent’s work state. For the Generic 3 switches

with EAS, the agent did one of the following

activities while in the Auto-in or Manual-In state:

The agent put any call on hold and performed

no further action. The agent is on a direct agent

call or in ACW for a direct agent call. The agent

is dialing to place a call or to activate a feature.

The agent has a ringing personal call queued

through another split or skill, with no other

activity. For the Generic 3 switch without EAS,

agents are logged into multiple splits and doing

work for a split other than this one.

OTHER

Agents in Aux: The current number of agents who are in the

AUX work mode for all splits/skills including

agents who are handling AUXIN or AUXOUT

calls.

INAUX

Agents Staffed: The number of agents logged into each split/

skill.

STAFFED

Report

Heading Description Database Item, Calculation,

or <Calculation Name>

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Multi-ACD Top Agent Report 3-35

Multi-ACD Top Agent Report

Overview This report displays skill information for skills from multiple ACDs. Agent

counts show top and backup agents. This report allows you to enter skills

from multiple ACDs connected to the CMS.

The Multi-ACD report appears on the real-time reports menu even if you

have only one real ACD installed on your

CentreVu

CMS.

Things to know about

this report Here are some things you need to know about this report:

•This report shows the number of agents with this skill as their top

skill for

DEFINITY

ECS G3 EAS switches.

•This report shows the number of agents with this split as

OLDEST_LOGON for Generic 3 non-EAS switches.

•The menu items for this report appear only if the current ACD is a

Generic 3 switch and EAS is activated. The report can be run for

any live ACD on the CMS (some of which may not be G3 switches

with EAS activated).

•"Top Agents" are agents for whom the skill is their highest-level skill.

If agents have more than one skill at the highest level, then the first

one administered is the top skill.

•The database items used for the Multi-ACD Top Agent Report are

stored in the csplit table.

•The standard report can only include information on six ACDs. This

report must be customized with Report Designer to view information

on eight ACDs.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Multi-ACD Top Agent Report 3-36

Multi-ACD Top Agent

report input window The following figure shows an example of the Multi-ACD Top Agent input

window. You must fill in the report input window to run the report.

Multi-ACD Top Agent

report Input Fields The following table describes the input fields on real-time Multi-ACD Top

Agent report input windows:

Field Definition

Skill: (for First

through Sixth Skill)

Fill in the names or numbers of the First through Sixth Split/

Skill(s) for which you want to run the report. You can enter a

split/skill name only if the name has been defined in Dictionary.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Multi-ACD Top Agent Report 3-37

Multi-ACD Top Agent

report example The following figure provides an example of the Multi-ACD Top Agent

report:

Refresh Every <#>

Seconds

Enter the number of seconds from 3 to 600, to specify how

rapidly

CentreVu

CMS should update the report data. The

default for the Refresh Every <#> 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 the Enable Report thresholds option to start the report

with report thresholds running. Uncheck the option if you do not

want to fun report thresholds.

Run Minimized Check the Run Minimized option to run the report in a minimized

window. Uncheck the option to run the report at full size.

Field Definition

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Multi-ACD Top Agent Report 3-38

Multi-ACD Top Agent

report description The following table describes the report fields:

Report

Heading Description Database Item, Calculation, or

Skill The name or number of the splits/skills selected

for this report.

syn(SPLIT)

ACD The name or number of the ACD for which the

data was collected.

syn(ACD)

Skill State The current state of the skill, compared to the

administered thresholds. This displays as

Normal, Overload 1, and Overload 2 on the

report. Requires

DEFINITY

ECS R6 or later with

CentreVu

Advocate.

SKSTATE

Calls Waiting The number of split or skill ACD calls waiting to

be answered. This includes calls that are in

queue and calls that are ringing at an agent voice

terminal. It does not include direct agent calls for

the Generic 3 switch.

INQUEUE+INRING

Oldest Call

Waiting

The length of time (in seconds) that the oldest

ACD call has waited in queue or ringing (at an

agent voice terminal for each split/skill in the

report) before being answered. This does not

include direct agent calls.

OLDESTCALL

Avg Speed

Ans

The average time that 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

(outbound predictive dialing) for the Generic 3

switches with ASAI only.

ANSTIME/ACDCALLS

<AVG_ANSWER_SPEED>

ACD Calls The ACD calls that were queued to the split/skill

and answered by an agent in the split/skill. This

does not include direct agent calls. It does include

outbound ACD calls placed by an adjunct

(outbound predictive dialing) for the Generic 3

switch with the ASAI feature only.

ACDCALLS

Avg ACD

Time

The average talk time for all ACD calls to this

split/skill. This does not include hold time or time

on direct agent calls. It does include outbound

ACD calls placed by an adjunct (outbound

predictive dialing) for the Generic 3 switch with

the ASAI feature only.

ACDTIME/ACDCALLS

<AVG_ACD_TALK_TIME>

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Multi-ACD Top Agent Report 3-39

Aban Calls The number of calls that are abandoned by the

caller when calls are in queue or when calls are

ringing for this split/skill. This includes calls with

talk times less than the phantom abandoned call

timer value, if it is set. NOTE: When a call is

queued to multiple splits/skills and abandons

from the queue, only the primary split/skill

increments ABNCALLS. (Calls that are ringing at

an agent’s voice terminal and then abandoned

count as abandons for the split/skill for which they

were ringing.)

ABNCALLS

Avg Aban

Time

The average time a caller waited (in split/skill or

VDN) before hanging up.

ABNTIME/ABNCALLS

<AVG_ABANDON_TIME>

Top Agents

Avail

The number of top agents that are logged into the

skill who are available in the skill.

TAVAILABLE

Top Agents

Ringing

The number of top agents that are logged into the

skill who have ACD calls (including direct agent

calls) ringing at their voice terminals.

TAGINRING

Top Agents

on ACD Calls

The number of top agents connected to inbound

and outbound ACD calls in each split/skill. This

does not include direct agent calls.

TONACD

Top Agents

in ACW

The number of top agents who are in the after call

work state for each skill. This includes agents on

ACWIN or ACWOUT calls and agents in ACW not

associated with an ACD call.

TINACW

Top Agents in

AUX

The number of top agents logged into the skill

who are in the AUX work mode for all skills or are

on AUXIN/AUXOUT calls. Does not apply to

direct agents in ACW.

TINAUX

Report

Heading Description Database Item, Calculation, or

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Multi-ACD Top Agent Report 3-40

Top Agents

in Other

For the Generic 3 switch, the agent did one of the

following activities while in the Auto-in or Manual-

In state:

•The agent put any call on hold and performed no

further action.

•The agent was on a direct agent call or in ACW for

a direct agent call.

•The agent was dialing to place a call or to activate

a feature.

•The agent had a personal call l ringing with no

other activity.

For the Generic 3 switch without EAS, agents

are logged into multiple splits and doing work for

a split other than this one (on an ACD call or in

ACW). For the Generic 3, agents are logged into

multiple skills and doing work for a skill other than

this one (on an ACD call or in call-related ACW).

Agent positions show up as OTHER directly after

the link to the switch comes up and directly after

the agents log in before the

CentreVu

CMS is

notified of the agent’s work state.

TOTHER

Top Agents

Staffed

Current number of top agents that are staffed in

the skill.

TSTAFFED

Flex Agents

Staffed

Number of agents who are staffing the skill, but

are neither top or reserve agents. Requires ECS

R6 or later with

CentreVu

Advocate.

FSTAFFED

Reserve1

Agents

Staffed

Number of agents staffing this skill as reserve1.

Requires ECS R6 or later with

CentreVu

Advocate.

R1STAFFED

Reserve2

Agents

Staffed

Number of agents staffing this skill as reserve2.

Requires ECS R6 or later with

CentreVu

Advocate.

R2STAFFED

Report

Heading Description Database Item, Calculation, or

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Queue/Agent Reports 3-41

Queue/Agent Reports

Overview

Purpose The Queue/Agent reports give you the following specific information

about Queues and Agents:

•The overall skill information along with information about agents for

whom the requested skill is the top skill.

•The overall split/skill information such as the number of calls waiting,

oldest call waiting, and percent answered within service level.

•A summary of the split’s/skill’s queue status.

Organization of this

section This section contains the following topics:

•General Information About Queue/Agent Reports (3-42)

•Queue/Agent Report Selector Window and Input Fields (3-43)

•Queue/Top Agent Status Report (3-45)

•Queue/Agent Status Report (3-50)

•Queue/Agent Summary Report (3-55).

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

General Information About Queue/Agent Reports 3-42

General Information About Queue/Agent Reports

What Queue/Agent

reports contain The Queue/Agent reports give you the following specific information

about Queues and Agents:

•The overall skill information along with information about agents for

whom the requested skill is the top skill.

•The overall split/skill information such as the number of calls waiting,

oldest call waiting, and percent answered within service level.

•A summary of the split’s/skill’s queue status.

Organization of Queue/

Agent reports The following list shows how the Queue/Agent reports are structured in

CentreVu

Supervisor:

•Queue Top Agent Status

•Status

•Summary.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Queue/Agent Report Selector Window and Input Fields 3-43

Queue/Agent Report Selector Window and Input Fields

Overview The queue/agent report selector window and the queue report input

window are used to run the queue/agent reports described in this section.

Queue/Agent report

selector window The following figure is an example of the Queue/Agent report selector

window. The reports are explained in the same order as listed in the

window:

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Queue/Agent Report Selector Window and Input Fields 3-44

Queue/Agent report

input fields The following table describes the input fields on real-time Queue report

input windows:

Field Definition

Skill: or Split/Skill: Enter the skill name or number that you want

to view in this report. Any name(s) that you

want to appear on the report must have been

previously defined and entered in the

Dictionary subsystem.

Refresh Every <#>

Seconds

Enter the number of seconds (3 to 600) to

specify how often you want the report to

refresh. The default for the Refresh Every

<#> 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 the Enable Report Thresholds option

to start the report with report thresholds

running. Uncheck the option if you do not

want to run report thresholds.

Run Minimized Check the Run Minimized option to run the

report in a minimized window. Uncheck the

option to run the report at full size.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Queue/Top Agent Status Report 3-45

Queue/Top Agent Status Report

Overview This report displays overall skill information along with information about

agents for whom the requested skill is the top skill. This report resembles

the Queue/Agent Status report, but this report also displays the number

of top agents staffed, available, ringing, on ACD calls, in ACW, in AUX,

and in Other, plus the number of flex agents staffed. The number of calls

answered and abandoned also appear on the report.

Things to know about

this report Here are some things you need to know about this report:

•This report is available only for Generic 3 switches with EAS.

•"Top Agents" are agents for whom the skill is their highest-level skill.

If agents have more than one skill at the highest level, then the first

one administered is the top skill.

•The database items used for the Queue/Top Status report are stored

in csplit and cagent tables.

•This report uses the Queue Report input window. Select a skill that

you want to view on the report. See Queue/Agent Report Selector

Window and Input Fields (3-43) for more information.

Queue/Top Agent Status

report example The following figure provides an example of a Queue/Top Agent Status

report:

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Queue/Top Agent Status Report 3-46

Queue/Top Agent Status

report description The following table describes the report fields:

Report Heading Description Database Item, Calculation,

or <Calculation Name>

Skill Name or number of the skill selected for this

report.

syn(SPLIT)

Skill State The current state of the skill, compared to the

administered thresholds. This displays as

Normal, Overload 1, and Overload 2 on the

report. Requires

DEFINITY

ECS R6 or later

with

CentreVu

Advocate.

SKSTATE

Calls Waiting The number of split or skill ACD calls waiting to

be answered. This includes calls that are in

queue and calls that are ringing at an agent

voice terminal. It does not include direct agent

calls for the Generic 3 switch.

INQUEUE+INRING

Oldest Call Waiting The length of time (in seconds) the oldest ACD

call has waited in queue or ringing (at an agent

voice terminal for each split/skill in the report)

before being answered. This does not include

direct agent calls.

OLDESTCALL

Direct Agent Calls

Waiting

The current number of direct agent calls

(Generic 3 only) that are waiting in this skill’s

queue or ringing at agent positions.

DA_INQUEUE+DA_INRING

% Within Service

Level

The percentage of skill ACD calls that were

answered by an agent within the predetermined

time.

100*(ACCEPTABLE/

CALLSOFFERED)

<PERCENT_SERV_LVL_SPL>

Secs Shows the current setting for the Acceptable

Service Level, in seconds, as defined on the

Call Center Administration Split/Skill Call

Profile Setup window.

SERVICELEVEL

ACD Calls The number of calls that were queued to the

skill and answered by this agent in this skill

(includes O_ACDCALLS).

ACDCALLS

Aban Calls The number of calls that are abandoned by the

caller when calls are in queue or when calls are

ringing for this split/skill. This includes calls with

talk times less than the phantom abandoned

call timer value, if it is set.

ABNCALLS

Top Agents Staffed The current number of top agents that are

staffed in this skill.

TSTAFFED

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Queue/Top Agent Status Report 3-47

Top Agents Avail The current number of top agents logged into

the skill and available in the skill to take calls.

TAVAILABLE

Top Agents Ringing The number of top agents logged into the skill

who have ACD calls (including direct agent

calls) ringing at their voice terminals.

TAGINRING

Top Agents on ACD

Calls

The total number of top agents connected to

inbound and outbound ACD calls in each skill.

This does not include direct agent calls.

TONACD

Top Agents in ACW The number of top agents who are in the after

call work state for each skill. This includes

agents on ACWIN/ACWOUT calls and agents

in ACW not associated with an ACD call.

TINACW

Top Agents in AUX The number of top agents logged into the skill

who are in the AUX work mode for all skills or

are on AUXIN/AUXOUT calls. Does not apply

to direct agents in ACW.

TINAUX

Top Agents in Other The current number of top agent positions that

are doing other work.

For the Generic 3 switch the agent did one of

the following activities while in the Auto-in or

Manual-In state:

•The agent put any call on hold and performed

no further action.

•The agent is on a direct agent call or in ACW for

a direct agent call.

•The agent is dialing to place a call or to activate

a feature.

•The agent has a personal call ringing with no

other activity.

For the Generic 3, agents are logged into

multiple skills and doing work for a skill other

than this one (on an ACD call or in call-related

ACW). For the Generic 3 switches without

EAS, agents are logged into multiple splits and

doing work for a split other than this one (on an

ACD call or in call-related ACW). Agent

positions show up as OTHER directly after the

link to the switch comes up and directly after

the agents log in before the

CentreVu

CMS is

notified of the agent’s work state.

TOTHER

Report Heading Description Database Item, Calculation,

or <Calculation Name>

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Queue/Top Agent Status Report 3-48

Flex Agents

Staffed

Number of agents who are staffing the skill, but

are neither top or reserve agents. Requires

ECS R6 or later with

CentreVu

Advocate.

FSTAFFED

Reserve1 Agents

Staffed

Number of agents staffing this skill as reserve1.

Requires ECS R6 or later with

CentreVu

Advocate.

R1STAFFED

Reserve2 Agents

Staffed

Number of agents staffing this skill as reserve2.

Requires ECS R6 or later with

CentreVu

Advocate.

R2STAFFED

Agent Name The name (or agent IDs if the names have not

been assigned in the Dictionary) of the agents

assigned to this split/skill and logged in.

syn(LOGID)

Extn The extension that the agent logged in from. EXTENSION

AUX Reason The reason associated with the auxiliary work

state of this agent (for example, lunch, break,

meeting, or training). This field is blank if the

agent is not in the AUX state.

AUXREASON

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).

AWORKMODE and

DIRECTION

Skill/Level The skill and level associated with the split/skill

or direct agent ACD call that the agent is on or

the ACW session.

WORKSKILL is the OLDEST_LOGON:

•When an agent is on an AUXIN/AUXOUT call

from the available state, while in AUX or with an

AUXIN/AUXOUT call on hold

•When an agent is on an AUXIN call with an

ACD call on hold.

When an agent is on an AUXOUT call with an

ACD call on hold, this is the split/skill

associated with the ACD call. When an agent is

available, in AUX, or in OTHER, this is blank.

The level is either a skill level (1-16) for a

normal skill or a reserve level (R1 or R2) for a

reserve skill. This WORKSKLEVEL applies to

WORKSKILL.

WORKSKILL/

syn(WORKSKLEVEL)

Report Heading Description Database Item, Calculation,

or <Calculation Name>

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Queue/Top Agent Status Report 3-49

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

VDN Name (Shows

data only if you

have purchased the

Vectoring feature)

The number or name of the VDN for which the

report shows data. The Vector Directory

Number is associated with the ACD call in

progress.

VDN

Report Heading Description Database Item, Calculation,

or <Calculation Name>

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Queue/Agent Status Report 3-50

Queue/Agent Status Report

Overview This report is a combination of the Agent report and the Queue/Agent

Summary report. It displays overall split/skill information such as the

number of calls waiting, oldest call waiting, and percent answered within

service level. It also shows the number of agents available, on ACD calls,

staffed, with calls ringing, and on after call work. It also shows what each

agent in the split/skill is currently doing.

Things to know about

this report Here are some things you need to know about this report:

•Direct agent calls waiting are displayed in this report because direct

agent calls occupy split/skill queue slots on Generic 3 switches.

•The database items used for the Queue/Agent Status report are

stored in csplit and cagent tables.

•This report uses the Queue Report Input Window. Select a split/skill

that you want to view on the report. See Queue/Agent Report Selector

Window and Input Fields (3-43) for more information.

Queue/Agent Status

report example The following figure provides an example of a Queue/Agent Status

report:

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Queue/Agent Status Report 3-51

Queue/Agent Status

report description The following table describes the report fields:

Report Heading Description Database Item, Calculation, or

Split/Skill The name or number of the split or skill selected

for this report.

syn(SPLIT)

Skill State Current state of this skill, compared to the

administered thresholds. Requires ECS R6 or

later with

CentreVu

Advocate.

syn(SKSTATE)

Calls Waiting The total number of split or skill ACD calls waiting

to be answered for each split/skill in the report.

This includes calls that are in queue and are

ringing at an agent’s voice terminal. It also

includes outbound ACD calls placed by an

adjunct (also called outbound predictive dialing),

for the the Generic 3 with ASAI only. For the

Generic 3 switches, it does not include direct

agent calls.

INQUEUE+INRING

Oldest Call

Waiting

The length of time (in seconds) the oldest call has

waited in queue or ringing (at an agent voice

terminal for each split/skill in the report) before

being answered. This does not include direct

agent calls.

OLDESTCALL

Direct Agent

Calls Waiting

The current number of direct agent calls (Generic

3 switches only) that are waiting in this split’s/

skill’s queue or ringing at agent positions.

DA_INQUEUE+DA_INRING

% Within Service

Level

The percentage of split/skill ACD calls that were

answered by an agent within the predetermined

time.

100*(ACCEPTABLE/

CALLSOFFERED)

<PERCENT_SERV_LVL_SPL>

Secs Shows the current setting for the Acceptable

Service Level, in seconds, as defined on the Call

Center Administration Split/Skill Call Profile

Setup.

SERVICELEVEL

ACD Calls The number of calls that were queued to this

split/skill and answered by an agent in this split/

skill (includes O_ACDCALLS).

ACDCALLS

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Queue/Agent Status Report 3-52

Aban Calls The number of calls that are abandoned by the

caller when calls are in queue or when calls are

ringing for this split/skill. This includes calls with

talk times less than the phantom abandoned call

timer value, if it is set. NOTE: When a call is

queued to multiple splits/skills and abandons

from the queue, only the primary split/skill

increments ABNCALLS. (Calls that are ringing at

an agent’s voice terminal and then abandon

count as abandons for the split/skill for which they

were ringing.)

ABNCALLS

Agents Staffed The total number of agents logged into each split/

skill.

STAFFED

Agents Avail The current number of agents that are available

to receive ACD calls in each split/skill.

AVAILABLE

Role The Agent’s service role for this SPLIT, as

defined in the Dictionary. Requires

DEFINITY

ECS R6 or later with

CentreVu

Advocate.

syn(ROLE)

Percent The Agent’s percent allocation for this SPLIT.

Requires

DEFINITY

ECS R6 or later with

CentreVu

Advocate.

PERCENT

Agents Ringing The current number of agents that are available

and have ACD calls (including direct agent calls)

ringing at their voice terminal, but have not yet

answered. If the agent places a call or answers

an extension call, the agent is shown in the AUX

work state, rather than in the ringing state.

AGINRING

Agents on ACD

Calls

The total number of agents that are connected to

inbound and outbound ACD calls in each split/

skill. This does not include direct agent calls.

ONACD

Agents in ACW The number of agents that are in the after call

work mode for each split/skill. This includes

agents on ACWIN/ACWOUT calls and agents in

ACW not associated with an ACD call.

INACW

Agents in AUX The current number of agents who are in the

AUX work mode for all splits/skills, including

agents who are handling AUXIN/AUXOUT calls.

INAUX

Report Heading Description Database Item, Calculation, or

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Queue/Agent Status Report 3-53

Agents in Other The current number of agent positions that are

doing other work. For the Generic 3 switch, the

agent did one of the following activities while in

the Auto-in or Manual-In state: The agent put any

call on hold and performed no further action. The

agent is on a direct agent call or in ACW for a

direct agent call. The agent is dialing to place a

call or to activate a feature. The agent has a

ringing personal call with no other activity. For the

Generic 3 switches without EAS, agents are

logged into multiple splits and doing work for a

split other than this one. Agent positions show up

as OTHER directly after the link to the switch

comes up and directly after the agents log in

before the

CentreVu

CMS is notified of the

agent’s work state.

OTHER

Agent Name The name(s) of the agent(s) assigned to this split/

skill and logged in (or their login IDs if names

have not been assigned to them in Dictionary).

syn(LOGID)

Extn The extension that the agent logged in from EXTENSION

Role The Agent’s service role for this SPLIT, as

defined in the Dictionary. Requires

DEFINITY

ECS R6 or later with

CentreVu

Advocate.

syn(ROLE)

Percent The Agent’s percent allocation for this SPLIT.

Requires

DEFINITY

ECS R6 or later with

CentreVu

Advocate.

PERCENT

AUX Reason The reason associated with the auxiliary work

state of this agent (for example, lunch, break,

meeting, or training). This field is blank if the

agent is not in the AUX state.

AUXREASON

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(WORKMODE) and

syn(DIRECTION)

Report Heading Description Database Item, Calculation, or

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Queue/Agent Status Report 3-54

Split/Skill The skill and level associated with the split/skill or

direct agent ACD call that the agent is on or the

ACW session.

WORKSKILL is the OLDEST_LOGON:

•When an agent is on an AUXIN/AUXOUT call

from the available state, while in AUX or with an

AUXIN/AUXOUT call on hold

•When an agent is on an AUXIN call with an ACD

call on hold.

When an agent is on an AUXOUT call with an

ACD call on hold, this is the split/skill associated

with the ACD call. When an agent is available, in

AUX, or in OTHER, this is blank. The level is

either a skill level (1-16) for a normal skill or a

reserve level (R1 or R2) for a reserve skill. This

WORKSKLEVEL applies to WORKSKILL.

syn(WORKSKLEVEL)

Level The skill level associated with the agent’s current

WORKSKILL, when WORKSKILL is not null.

Requires a Generic 3 Version 2 or later switch

with the EAS feature. For

CentreVu

Advocate, in

the cagent table, WORKSKLEVEL contains

either a skill level (1-16) for a normal skill, or a

reserve level (1 or 2) for a reserve skill. This

WORKSKLEVEL applies to WORKSKILL.

syn(WORKSKLEVEL)

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

VDN Name

(Shows data only

if you have

purchased the

Vectoring

feature)

The number or name of the VDN for which the

report shows data. The Vector Directory Number

(VDN) is associated with the ACD call in

progress.

VDN

Report Heading Description Database Item, Calculation, or

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Queue/Agent Summary Report 3-55

Queue/Agent Summary Report

Overview This report summarizes the split’s/skill’s queue status (for example, how

many calls are waiting in queue). It also summarizes the status of all

agents (for example, how many agents are currently staffed or in after

call work for the split or skill).

Things to know about

this report Here are some things you need to know about this report:

•Direct agent calls waiting are displayed in this report because direct

agent calls occupy split/skill queue slots on Generic 3 or later

switches.

•The database items used for the Queue/Agent Summary report are

stored in the csplit and cagent tables.

•This report uses the Queue Report Input Window. Select a split/skill

that you want to view on the report. See Queue/Agent Report Selector

Window and Input Fields (3-43) for more information.

Queue/Agent Summary

report example The following figure provides an example of a Queue/Agent Summary

report:

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Queue/Agent Summary Report 3-56

Queue/Agent Summary

report description The following table describes the report fields:

Report Heading Description Database Item, Calculation, or

Split/Skill The name or number of the splits/skills

selected for this report.

syn(SPLIT)

Skill State The current state of the skill, compared to the

administered thresholds. This displays as

Normal, Overload 1, and Overload 2 on the

report. Requires

DEFINITY

ECS R6 or later

with

CentreVu

Advocate.

SKSTATE

Calls Waiting The number of split or skill ACD calls waiting

to be answered. This includes calls that are in

queue and calls that are ringing at an agent

voice terminal. It does not include direct agent

calls for the Generic 3 switch.

INQUEUE+INRING

Oldest Call Waiting The length of time (in seconds) the oldest call

has waited in queue or ringing (at an agent

voice terminal for each split/skill in the report)

before being answered. This does not include

direct agent calls.

OLDESTCALL

Direct Agent Calls

Waiting

The current number of direct agent calls

(Generic 3 only) that are waiting in this split’s/

skill’s queue or ringing at agent positions.

DA_INQUEUE+DA_INRING

% Within Service

Level

The percentage of split/skill ACD calls that

were answered by an agent within the

predetermined time.

100*(ACCEPTABLE/

CALLSOFFERED)

<PERCENT_SERV_LVL_SPL>

Secs. The size of each service level increment is

measured in seconds. Each increment of

seconds represents a progressively longer

wait time segment during which calls may be

answered or abandoned, and each increment

can be a different length. These increments

are defined in the Call Center Administration -

Split/Skill Call Profile Setup window or VDN

Call Profile Setup window.

PERIOD1-9

Agents Staffed: The total number of agents that are logged

into each split/skill.

STAFFED

Agents Avail: The current number of agents that are

available to receive ACD calls in this split/skill.

AVAILABLE

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Queue/Agent Summary Report 3-57

Agents Ringing: The current number of agents that are

available and have ACD calls (including direct

agent calls) ringing at their voice terminal but

have not yet answered. If the agent places a

call or answers an extension call, the agent is

shown in the AUX work state, rather than in

the ringing state.

AGINRING

Agents on ACD

Calls:

The total number of agents that are connected

to inbound and outbound ACD calls in each

split/skill. This does not include direct agent

calls.

ONACD

Agents in ACW: The number of agents who are in the after call

work mode for each split/skill. This includes

agents on ACW-IN/ACW-OUT calls and

agents in ACW not associated with an ACD

call.

INACW

Report Heading Description Database Item, Calculation, or

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Reports 3-58

Split/Skill Reports

Overview

Purpose From the Real-Time Split/Skill menu you can select Split Status (non-

EAS) or Skill Status (EAS), Split/Skill Report, or Call Profile. Additionally,

if you have the EAS feature, you can select Top Agent Status, Top Agent

Report, and Skill AUX Report

The Split Status report or Skill Status report shows the status of one split

or one skill. If you have the EAS feature, your system displays the Skill

Status report. If you do not have the EAS feature, your system displays

the Split Status report.

Organization of this

section This section contains the following topics:

•General Information About Split/Skill Reports (3-59)

•Split/Skill Report Selector Window and Input Fields (3-60)

•Split/Skill Call Profile Report (3-62)

•Real-Time Graphical Active Agents Report (3-65)

•Real-Time Graphical Allocated Agents Report (3-69)

•Split/Skill Graphical AUX Agents Report (3-73)

•Split/Skill Graphical AUX Top Agents Report (3-76)

•Split/Skill Graphical Call Profile Report (3-79)

•Split/Skill Graphical EWT Report (3-83)

•Split/Skill Graphical Queue Report (3-86)

•Split/Skill Graphical Skill Overload Report (3-89)

•Split/Skill Graphical Staffing Profile Report (3-91)

•Split/Skill Graphical Status Report (3-95)

•Split/Skill Graphical Top Skill Status Report (3-99)

•Reserve1 AUX Agents Report (3-104)

•Reserve2 AUX Agents Report (3-108)

•Skill AUX Report (3-112)

•Skill Status Report (3-114)

•Skill Top Agent Report (3-120)

•Split Status Report (3-125)

•Split/Skill Report (3-130)

•Split/Skill by Location Report (3-134)

•Split/Skill Top Agent Status Report (3-136)

•Split/Skill Agent Status by Location Report (3-140)

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

General Information About Split/Skill Reports 3-59

General Information About Split/Skill Reports

Organization of split/skill

reports The following list shows how the Split/Skill reports are organized in

CentreVu

Supervisor:

•Call Profile

•Graphical Active Agents

•Graphical Allocated Agents

•Graphical AUX Agents Report

•Graphical AUX Top Agents Report

•Graphical Call Profile

•Graphical EWT

•Graphical Queue

•Graphical Skill Overload

•Graphical Staffing Profile

•Graphical Status

•Graphical Top Skill Status

•Reserve1 AUX Agents

•Reserve2 AUX Agents

•Skill AUX

•Skill Status

•Skill Top Agent

•Split Status

•Split/Skill Report

•Split/Skill by Location Report

•Top Agent Status Report

•Agent Status by Location Report

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Report Selector Window and Input Fields 3-60

Split/Skill Report Selector Window and Input Fields

Overview The split/skill report selector window and the split/skill report input

window are used to run the split/skill reports described in this section.

Split/Skill report selector

window The 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

fields The reports in this section use the Split/Skill Reports Input Window. The

following table describes the input fields on real-time Split/Skill report

input windows. Not all reports use all fields; refer to information for the

specific report you are running to determine what you want to view. For

example, you may enter a skill or split/skill to run the report.

All possible fields on this window are described here:

Field Definition

Skill:, Split:, Split/Skill:, or

Splits/Skills:

Fill in the Skill (or split) input name or number for which you want to run

the report. You can enter a split/skill name only if the name has been

defined in Dictionary.

Multi-Location ID Select a location ID for which to run the report. The location ID is an ID

number of 1 – 44 digits assigned to a

DEFINITY

port network location

and the equipment assigned to that port location.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Report Selector Window and Input Fields 3-61

Refresh Every <#> Seconds Enter the number of seconds (3 to 600) to specify how rapidly

CentreVu

CMS should update the report data. The default for the Refresh Every

<#> 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 the Enable Report Thresholds option to start the report with

report thresholds running. Uncheck the option if you do not want to run

report thresholds.

Run Minimized Check the Run Minimized option to run the report in a minimized

window. Uncheck the option to run the report at full size.

Field Definition

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Call Profile Report 3-62

Split/Skill Call Profile Report

Overview This report shows the wait times of incoming calls that are answered and

abandoned in a split or skill during the current interval.

Things to know about

this report Here are some things you need to know about this report:

•Calls are displayed in ten columns, with each column representing a

progressively longer wait time (increment).

•The database items used for the Split/Skill Call Profile Report are

stored in the csplit table.

•You must have administered service level and wait time increments

for this report to be meaningful.

•This report uses the Split/Skill Report Input Window. Select a skill

that you want to view on the report. See Split/Skill Report Selector

Window and Input Fields (3-60) for more information.

Split/Skill Call Profile

report example The following figure provides an example of a Split/Skill Call Profile

report:

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Call Profile Report 3-63

Split/Skill Call Profile

report description The following table describes the report fields:

Report Heading Description Database Item, Calculation,

or <Calculation Name>

Split/Skill The name or number of the split/skill selected

for this report.

syn(SPLIT)

% Within Service

Level

The percentage of split/skill ACD calls that were

answered by an agent within the predefined

time. Calls offered to the split/skill include calls

that were abandoned and calls that were not

answered, but do not include direct agent calls.

Calls that were not answered may include

forced busy calls, forced disconnect calls, calls

redirected to another destination, and calls

queued to more than one split/skill and

answered in another split/skill.

100*( ACCEPTABLE/

CALLSOFFERED)

<PERCENT_SERV_LVL_SPL>

Seconds The size of each increment is measured in

seconds. Each increment of seconds

represents a progressively longer wait time

segment during which calls may be answered

or abandoned, and each increment can be a

different length. These increments are defined

in the Call Center Administration Split/Skill Call

Profile Setup window.

PERIOD1-9

ACD Calls This is the number of calls that were sent to the

split/skill that were answered by an agent within

each increment. This 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.

ACDCALLS1-10

Aban Calls The number of calls to the split/skill that were

abandoned within each increment. If calls are

queued to multiple splits/skills, only the first

split/skill queued to records an abandon. This

includes outbound ACD calls placed by an

adjunct (also called outbound predictive

dialing), for the Generic 3 with ASAI only. It

does not include direct agent calls.

ABNCALLS

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Call Profile Report 3-64

(Total) ACD Calls The total number of ACD calls that were sent to

the split/skill that were answered by an agent in

the split/skill. This 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.

ACDCALLS

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

<AVG_ANSWER_SPEED>

% Ans Calls The percentage of calls queued to the split/skill

that were answered by an agent. Calls to the

split/skill include abandoned calls and calls not

answered. Calls not answered may include

forced busy calls, forced disconnect calls, calls

redirected to another destination, and calls

queued to more than one split/skill and

answered in another split/skill. For the Generic

3 switches, it does not include direct agent

calls.

100*( ACDCALLS/

CALLSOFFERED)

<PERCENT_CALL_ANS>

(Total) Aban Calls The total number of calls queued for each split/

skill that abandoned before an agent answered.

This includes calls that abandon from ringing at

a voice terminal. Direct agent calls are not

included. For Generic 3 switches with ASAI, this

includes outbound calls where the far end

abandoned as well.

ABNCALLS

Avg Aban Time The average time calls waited in split/skill

before hanging up.

ABNTIME/ ABNCALLS

<AVG_ABANDON_TIME>

% Aban Calls The percentage of queued calls to the split/skill

that were abandoned before being answered by

an agent. For the Generic 3 switch with the

ASAI feature only, calls to the split/skill include

outbound ACD calls placed by an adjunct

(outbound predictive dialing). For the Generic 3

switches, it does not include direct agent calls.

100*( ABNCALLS/

CALLSOFFERED)

<PERCENT_CALL_ABAN>

Report Heading Description Database Item, Calculation,

or <Calculation Name>

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Real-Time Graphical Active Agents Report 3-65

Real-Time Graphical Active Agents Report

Overview This report, which is available only for customers who have

DEFINITY

ECS R6 or later switches with EAS and have purchased

CentreVu

Advocate, displays how many agents of different types are active for a

selected skill.

CentreVu

Advocate is not activated, the fields of the report which

pertain to

CentreVu

Advocate will not be populated.

Things to know about

this report Here are some things you need to know about this report:

•You can access this report from the Real-Time Split/Skill Category

selector menu.

•Call center supervisors can use this report to see the number of Top,

Flex, Reserve1, and Reserve2 agents staffed. The supervisor will

also be able to see the number of each of those categories of

agents who are active for the skill.

•This report consists of two charts, as well as individual data items

and field labels.

•This report has a two-dimensional bar chart.

•The chart contains the following information:

– The title of the chart is “Top Agents Active,” and is centered

above the bar chart.

– The x-axis contains the labels, “This Skill” and “Other Skills,”

while the y-axis shows the number of agents.

•This report has a three-dimensional pie chart,

•The pie chart contains the following information for the number of

agents active for the specified skill:

– The title of the chart is “Active Agents for xxx,” where xxx is the

specified skill, and is centered above the pie chart.

– The pie chart's legend will be displayed by default, and shows

Top, Flex, Reserve1, and Reserve2 agents.

– The number of agents for each category are displayed.

•The database items used in the Graphical Active Agents report are

stored in the csplit table.

•This report uses the Split/Skill Report Input Window. Select a skill

that you want to view on the report. See Split/Skill Report Selector

Window and Input Fields (3-60) for more information.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Real-Time Graphical Active Agents Report 3-66

Graphical Active Agents

report example The following figure provides an example of a Graphical Active Agents

report:

Graphical Active Agents

report description The following table describes the report fields:

Report Heading Description Database Item, Calculation,

or <Calculation Name>

Split/Skill The name or number of the split/skill selected

for this report.

syn(SPLIT)

Top Agents

Staffed:

The current number of top agents that are

staffed in SPLIT. Available with Generic 3

switches with the EAS feature. However, “top”

database items are significant only for Generic 3

switches and the ECS with EAS. TSTAFFED =

TAVAILABLE + TAGINRING

TSTAFFED

Flex Agents

Staffed:

The number of agents who are staffing the skill,

but are neither top or reserve agents. This field

will contain backup agents if the

CentreVu

Advocate feature is not used, because the

database item consists of agents whose roll in

the skill is backup (regardless of the

administration of

CentreVu

Advocate),

allocation, or roving. Requires

DEFINITY

ECS

R6 or later with

CentreVu

Advocate.

FSTAFFED

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Real-Time Graphical Active Agents Report 3-67

Skill State The current state of the skill, compared to the

administered thresholds. Requires

DEFINITY

ECS R6 or later with

CentreVu

Advocate.

syn(SKSTATE)

Reserve1 Agents

Staffed:

The number of agents staffing this skill as

reserve1. Requires

DEFINITY

ECS R6 or later

with

CentreVu

Advocate.

R1STAFFED

Reserve2 Agents

Staffed:

The number of agents staffing this skill as

reserve2. Requires

DEFINITY

ECS R6 or later

with

CentreVu

Advocate.

R2STAFFED

—“”Top Agents

Active chart—

“This Skill”

The number of top agents logged into the skill,

who are on inbound and outbound ACD calls,

plus the number of top agents who are in ACW

for ACD calls, plus the number of top agents

who have ACD calls ringing and are not doing

anything else.

TONACD + TINACW +

TAGINRING

—“”Top Agents

Active chart—

“Other Skills”

The number of top agents that are doing other

work. Agents are logged into multiple splits/skills

other than this one (on an ACD call or in ACW,

or ACD calls ringing). For Generic 3, while in

Auto-in or Manual-in mode: the agent put any

call on hold and has performed no further

action; the agent is on a direct call or in ACW for

a direct agent call; the agent is dialing to place a

call or to activate a feature; an extension call or

a direct agent ACD call is ringing with no other

activity. For Generic 3 EAS with multiple call

handling, agents are available for other, multiple

call handling skills. Agent POSITIONS will show

up in TOTHER directly after the link to the

switch comes up and directly after the agents

CentreVu

CMS is notified of the

agent's work state. Available with Generic 3

switches with the EAS feature. However, “top”

database items are only significant for Generic 3

switches and ECS with EAS. TOTHER includes

TDA_INACW and TDA_ONACD.

TOTHER

Report Heading Description Database Item, Calculation,

or <Calculation Name>

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Real-Time Graphical Active Agents Report 3-68

—Agents Active

chart—Top Agents

The number of top agents logged into the skill,

who are on inbound and outbound ACD, plus

the number of top agents who are in ACW for

ACD calls, plus the number of top agents who

have ACD calls ringing and are not doing

anything else.

TONACD + TINACW +

TAGINRING

—Agents Active

chart—Flex

Agents

The number of flex agents on ACD calls, plus

the number of flex agents in ACW, plus the

number of flex agents with this skill that have an

ACD call ringing.

FONACD + FINACW +

FAGINRING

—Agents Active

chart—Reserve1

Agents

The number of reserve1 agents on ACD calls,

plus the number of reserve1 agents in ACW,

plus the number of reserve1 agents with this

skill that have an ACD call ringing.

R1ONACD + R1INACW +

R1AGINRING

—Agents Active

chart—Reserve2

Agents

The number of reserve2 agents on ACD calls,

plus the number of reserve2 agents in ACW,

plus the number of reserve2 agents with this

skill that have an ACD call ringing.

R2ONACD + R2INACW +

R2AGINRING

Report Heading Description Database Item, Calculation,

or <Calculation Name>

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Real-Time Graphical Allocated Agents Report 3-69

Real-Time Graphical Allocated Agents Report

Overview This report, which is available only for customers who have

DEFINITY

ECS R6 or later switches with Expert Agent Selection (EAS) and have

purchased

CentreVu

Advocate, displays the number of active and staffed

percent allocation agents who are staffing a selected skill.

CentreVu

Advocate is not activated, the fields of the report which

pertain to

CentreVu

Advocate will not be populated.

Things to know about

this report Here are some things you need to know about this report:

•You can access this report from the Real-Time Split/Skill Category

selector menu.

•The Graphical Allocated Agents report will show the total number of

active agents and full-time equivalent agents, for a selected skill.

This report will also show the number of Standard, Reserve1, and

Reserve2 agents staffed and the number of each of those

categories of agents who are active for the skill.

•The Call Center manager or supervisor can use this report to

determine how many agents are active from each agent pool and

compare that to the number of total staffed agents.

•This report shows the following two-dimensional bar charts:

•The charts contain the following information:

– The chart on the left side of the report displays the agents

active for the specified skill, and has a bar for the number of

standard agents active, a bar for the number of reserve1

agents active and a bar for the number of reserve 2 agents

active.

– The chart on the right side of the report displays staffed agents

and has a bar each for the number of standard agents staffed,

number of reserve1 agents staffed, and number of reserve2

agents staffed.

•The database items used in the report are stored in the csplit

table.

•This report uses the Split/Skill Report Input Window. Select a skill

that you want to view on the report. See Split/Skill Report Selector

Window and Input Fields (3-60) for more information.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Real-Time Graphical Allocated Agents Report 3-70

Graphical Allocated

Agents report example The following figure provides an example of a Graphical Allocated Agents

report:

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Real-Time Graphical Allocated Agents Report 3-71

Graphical Allocated

Agents report

description

The following table describes the report fields:

Report Heading Description Database Item, Calculation, or

Skill: The name or number of the split/skill selected for

this report.

syn(SPLIT)

Skill State The current state of the skill, compared to the

administered thresholds. Requires

DEFINITY

ECS R6 or later with

CentreVu

Advocate.

syn(SKSTATE)

Total Agents

Active:

The current number of POSITIONS that are on

inbound and outbound ACD calls; plus the

current number of POSITIONS that are in after

call work (ACW), including agents on ACWIN/

ACWOUT calls as well as agents in ACW not

associated with an ACD call; plus the current

number of POSITIONS at which skill or direct

agent calls are ringing.

ONACD + INACW + AGRING

Full Time

Equivalent Agents

Staffed:

CentreVu

Advocate full-time equivalent number

of agents staffed for this skill. Full Time

Equivalent Agents Staffed = TOT_PERCENTS /

100.

FTE_AGENTS

Standard Agents

(active)

The current number of POSITIONS that are on

inbound and outbound ACD calls; plus the

current number of POSITIONS that are in ACW,

including agents on ACWIN/ACWOUT calls as

well as agents in ACW not associated with an

ACD call. This also includes the current number

of POSITIONS at which skill or direct agent calls

are ringing, minus the reserve1 agents (active);

or the number of reserve1 agents on ACD calls,

plus the number of reserve1 agents in ACW, plus

the number of reserve1 agents with this skill that

have an ACD call ringing. This field is minus the

reserve2 agents (active); or the number of

reserve2 agents on ACD calls, plus the number

of reserve2 agents in ACW, plus the number of

reserve2 agents with this skill that have an ACD

call ringing.

(ONACD + INACW +

AGINRING) - (R1ONACD +

R1INACW + R1AGINRING) -

(R2ONACD + R2INACW +

R2AGINRING)

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Real-Time Graphical Allocated Agents Report 3-72

Standard Agents

(staffed)

The current number of POSITIONS that are

staffed (logged in), minus the number of agents

staffing this skill as reserve1, minus the number

of agents staffing this skill as reserve2.

STAFFED - R1STAFFED -

R2STAFFED

Reserve1 Agents

(active)

The number of reserve1 agents on ACD calls,

plus the number of reserve1 agents in ACW, plus

the number of reserve1 agents with this skill that

have an ACD call ringing.

(R1ONACD + R1INACW +

R1AGINRING)

Reserve1 Agents

Staffed:

The number of agents staffing this skill as

reserve1. Requires

DEFINITY

ECS R6 or later

with

CentreVu

Advocate.

R1STAFFED

Reserve2 Agents

(active)

The number of reserve2 agents on ACD calls,

plus the number of reserve2 agents in ACW, plus

the number of reserve2 agents with this skill that

have an ACD call ringing.

(R2ONACD + R2INACW +

R2AGINRING)

Reserve2 Agents

Staffed:

The number of agents staffing this skill as

reserve2. Requires

DEFINITY

ECS R6 or later

with

CentreVu

Advocate.

R2STAFFED

Report Heading Description Database Item, Calculation, or

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical AUX Agents Report 3-73

Split/Skill Graphical AUX Agents Report

This report, which is available only with the

DEFINITY

ECS release,

shows all agents with this skill who are in AUX, the reason, and the time

in AUX.

Things to know about

this report Here are some things to know about this report:

You can access this report in the following ways:

•From the Real-Time Split/Skill Category selector menu.

•By drilling down from the AUX work state fields on other reports to

this report (only available with

DEFINITY

ECS). All other switch/EAS

configuration drills down to the Work State Report.

Report formats This report shows the following two-dimensional pie chart information for

the number of agents in AUX for each reason code for that skill:

•The pie chart’s legend shows the synonym for each reason code

and its corresponding color of the pie.

•The legend is sorted in ascending order by the reason code number,

with the customer-defined synonym for reason code 0 at the bottom.

•The number of agents are shown inside each slice of the pie.

This report includes the following table information:

•A row for each agent currently in the AUX work state for that skill.

•The agent’s name, login ID, reason code, and the time in AUX since

the agent entered AUX for that reason code.

•You can specify how you want to sort the agent’s name, login ID,

reason code, and time.

•You can use the scroll bar to see additional agents who are in the

AUX state.

•Call center supervisors can use this report to see which staffed

agents are unavailable to take calls, and for what reason. The

supervisor can also see how long each agent has been unavailable

for each of the reason codes. This will help show the supervisor who

can be pulled to answer calls if call volumes increase, and will also

help to identify agents who are taking too long for breaks, lunch, etc.

•From this report, you can drill-down to the Agent Information report

from the Agent Name field.

•The chart type can be changed. See Chapter 2: "Using Reports" in

this document for more information.

•The database items used for the Split/Skill Graphical AUX Agents

Report are stored in the csplit and cagent tables.

•This report uses the Split/Skill Report Input Window. Select a skill

that you want to view on the report. See Split/skill report input

fields (3-60) for more information.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical AUX Agents Report 3-74

This report shows the following two-dimensional pie chart information for

the number of agents in AUX for each reason code for that skill:

•The pie chart’s legend shows the synonym for each reason code

and its corresponding color of the pie.

•The legend is sorted in ascending order by the reason code, with the

customer-defined synonym for reason code 0 at the bottom.

•The number of agents are shown inside each slice of the pie.

Split/Skill Graphical AUX

Agents report example The following figure provides an example of a Split/Skill Graphical AUX

Agents report:

Split/Skill Graphical AUX

Agents report

description

The following table describes the report fields:

Report Heading Description Database Item, Calculation,

or <Calculation Name>

Skill: The name or number of the skill (up to 20

characters) that is selected for this report.

syn( SPLIT)

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical AUX Agents Report 3-75

Agents in AUX: The current number of agent positions that are in

AUX mode for this skill or on AUX-IN/AUX- OUT

calls.

INAUX

Reason Code 0 The current number of positions that are in auxiliary

work with reason code zero (0) for this skill or on

AUXIN/AUXOUT calls. Reason code 0 is for

"system" AUX work when reason codes are active (

DEFINITY

ECS with EAS and later).

INAUX0

Reason Code

1-9

The current number of positions that are in auxiliary

work with each of the reason codes 1-9 for this skill

or on AUXIN/AUXOUT calls.

(

DEFINITY

ECS and later).

INAUX1-9

Agent Name The names (or agent IDs if the names have not

been assigned in Dictionary) of the agents assigned

to this split/skill and logged in.

syn(LOGID)

Location ID The location ID(s) associated with the agent. This ID

is not associated with the agent personally, but

rather with the terminal the agent is logged into. It is

also associated with a port network location ID on

DEFINITY

. If the Agent Site Tracking feature is not

available on your system, the field will not display

meaningful data.

LOC_ID

AUX Reason For the

DEFINITY

ECS, this is the reason

associated with the auxiliary work state (on a break,

in a meeting, and so on) of this agent. This field is

blank if the agent is not in the AUX work state.

syn(AUXREASON)

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

Report Heading Description Database Item, Calculation,

or <Calculation Name>

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical AUX Top Agents Report 3-76

Split/Skill Graphical AUX Top Agents Report

Overview This report, which is available only with the

DEFINITY

ECS release,

shows top agents with this skill who are in AUX, the reason, and the time

in AUX.

Things to know about

this report Here are some things to know about this report:

•Call center supervisors can use this report to see which top agents

are unavailable to take calls, and for what reason. The supervisor

will also be able to see how long each top agent has been

unavailable for each of the reason codes. This will help the

supervisor figure out who could be pulled in to answer calls if call

volumes increase, and will also help to identify top agents who are

taking too long for breaks, lunch, etc.

•Top agents are agents for whom this measured skill is their highest

priority. The skill level 1 is the highest priority and 16 is the lowest.

•The chart type can be changed. See Chapter 2: "Using Reports" in

this document for more information.

•The database items used for the Split/Skill Graphical AUX Top

Agents Report are stored in the csplit and cagent tables.

•This report uses the Split/Skill Report Input Window. Select a skill

that you want to view on the report. See Split/skill report input

fields (3-60) for more information.

You can access this report in the following ways:

•From the Real-Time Split/Skill Category selector menu

•By drilling down from the AUX or Top Agent AUX (csplit.TINAUX)

work states on other top agent reports to this top agent report. This

occurs only with

DEFINITY

ECS with EAS; otherwise, you drill down

to the Work State report.

This report includes the following table information:

•A row for each top agent that is currently in the AUX work state for

that skill.

•The top agent’s name, login ID, reason code, and the time in AUX

since the agent entered AUX for that reason code.

•You can specify how you want to sort the agent’s name, login ID,

reason code, and time.

•You can use the scroll bar to see additional top agents that are in the

AUX state.

This report shows the following 2-D pie chart information for the number

of agents in AUX for each reason code for that skill:

•The pie chart’s legend shows the synonym for each reason code

and its corresponding color of the pie.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical AUX Top Agents Report 3-77

•The number of agents are shown inside each slice of the pie.

•The legend is sorted in ascending order by reason code number,

with the customer-defined synonym for reason code 0 at the bottom.

Split/Skill Graphical AUX

Top Agents report

example

The following figure provides an example of a Split/Skill Graphical AUX

Top Agents report:

Split/Skill Graphical AUX

Top Agents report

description

The following table describes the report fields:

Report Heading Description Database Item, Calculation, or

Skill: The name or number of the skill (up to 20

characters) that is selected for this report.

syn( SPLIT)

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical AUX Top Agents Report 3-78

Top Agents in

AUX:

The number of top agents logged into the skill

who are in the AUX work mode. This includes

agents on AUXIN/AUXOUT calls.

INAUX

Reason Code 0 The current number of positions that are in

auxiliary work with reason code zero (0) for this

skill or on AUXIN/AUXOUT calls. Reason code

"0" is for "system" AUX work when reason codes

are active (

DEFINITY

ECS with EAS and later).

NAUX0

Reason Code 1-9 The current number of positions that are in

auxiliary work with each of the reason codes 1-9

for this skill or on AUXIN/AUXOUT calls (

DEFINITY

ECS and later).

INAUX1-9

Agent Name The names (or agent IDs if the names have not

been assigned in Dictionary) of the agents

assigned to this skill and logged in.

syn(LOGID)

Location ID The location ID(s) associated with the agent.

This ID is not associated with the agent

personally, but rather with the terminal the agent

is logged into. It is also associated with a port

network location ID on

DEFINITY

. If the Agent

Site Tracking feature is not available on your

system, the field will not display meaningful data.

LOC_ID

AUX Reason For the

DEFINITY

ECS, this is the reason code

associated with the auxiliary work state (on a

break, in a meeting, and so on) of this agent.

This field is blank if the agent is not in the AUX

state.

syn(AUXREASON)

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

Report Heading Description Database Item, Calculation, or

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical Call Profile Report 3-79

Split/Skill Graphical Call Profile Report

Overview This report shows how well the split or skill you specify is performing

compared to your call center’s predefined acceptable service level.

Things to know about

this report Here are some things to know about this report:

•You can access this report from the Real-Time Split/Skill Category

selector menu.

•The split/skill selected for the report and the predefined acceptable

service level are displayed above the top graph. Legends appear to

the right of each chart.

•On the bottom graph, the horizontal axis represents the service

interval in seconds, and the vertical axis represents the number of

ACD calls answered/abandoned within the acceptable service level.

•The number displayed for each service interval is the upper limit of

the interval. For example, if the first two intervals are "3" and "5," the

first data point on the graph indicates the number of calls answered/

abandoned within 0-3 seconds, and the second data point indicates

the number of calls answered/abandoned within 4-5 seconds.

•The chart type can be changed. See Chapter 2: "Using Reports" in

this document for more information.

•The database items used for this report are stored in the

csplittable.

•This report uses the Split/Skill Report Input Window. Select a skill

that you want to view on the report. See Split/skill report input

fields (3-60) for more information.

This report has two charts:

•The top chart, a three-dimensional pie chart, shows the percentage

of ACD calls answered within the predefined Acceptable Service

Level and the percentage of ACD calls answered outside this level.

•The bottom chart, a stacked area graph, shows the number of ACD

calls answered and abandoned within each service interval.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical Call Profile Report 3-80

Split/Skill Graphical Call

Profile report example The following figure provides an example of a Split/Skill Graphical Call

Profile report:

Split/Skill Graphical Call

Profile report description The following table describes the report fields:

Report Heading Description Database Item, Calculation,

or <Calculation Name>

Split/Skill: The name or number of the split/skill selected

for this report.

syn( SPLIT)

Secs: The size of each increment is measured in

seconds. Each increment of seconds represents

a progressively longer wait time segment during

which calls may be answered or abandoned,

and each increment can be a different length.

These increments are defined in the Call Center

Administration Split/Skill Call Profile Setup

window.

PERIOD1-9

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical Call Profile Report 3-81

% Within Service

Level

The percentage of split/skill ACD calls that were

answered by an agent within the predefined

service level. Calls offered to the split/skill

include calls that were abandoned and calls that

were not answered, but do not include direct

agent calls. Calls that were not answered may

include forced busy calls, forced disconnect

calls, calls redirected to another destination, and

calls queued to more than one split/skill and

answered in another split/skill.

For the call vectoring feature, calls that were not

answered may include

•Forced Busy calls

•Forced disconnect calls

•Calls redirected to another destination

•Calls queued to more than one split/skill (Generic

3 only) and answered in another split/skill.

100*(ACCEPTABLE/CALLS-

OFFERED)

<PERCENT_SERV_LVL_SPL>

% Outside Service

Level

Percentage of split/skill ACD calls that were not

answered by an agent within the predefined

acceptable service level. Calls to the split/skill

include abandoned calls, calls not answered,

and outbound ACD calls placed by an adjunct

(for example, Outbound predictive dialing -

Generic 3 switches with the ASAI feature). Calls

that were not answered may include forced busy

calls, forced disconnect calls, calls redirected to

another destination, and calls queued to more

than one split and answered in another split/

skill. For Generic 3 switches, Percent Within

Service Level does not include direct agent

calls.

< <100-PERCENT_SERV_

LVL_SPL>

Aban Calls The number of calls to the split/skill that were

abandoned within each increment. If calls are

queued to multiple splits/skills, only the first split/

skill queued to records an abandon. This

includes outbound ACD calls placed by an

adjunct (also called outbound predictive dialing)

for the Generic 3 with ASAI only. It does not

include direct agent calls.

ABNCALLS1-10

Report Heading Description Database Item, Calculation,

or <Calculation Name>

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical Call Profile Report 3-82

ACD Calls This is the number of calls that were sent to the

split/skill that were answered by an agent within

each increment. This 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.

ACDCALLS1

Report Heading Description Database Item, Calculation,

or <Calculation Name>

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical EWT Report 3-83

Split/Skill Graphical EWT Report

Overview This report shows the current Expected Wait Time (EWT) for one or more

of the splits or skills you specify.

Things to know about

this report Here are some things you need to know about this report:

•This report is available only if you have a Generic 3 Version 4 or

later version switch with the EWT option.

•You can access this report from the Real-Time Split/Skill Category

selector menu.

•The vertical axis of the chart is labeled with the names or numbers

of the splits or skills selected for the report.

•A legend appears to the right of the chart.

•The database items used for the report are stored in the csplit

table.

•The chart type can be changed. See Chapter 2: "Using Reports" in

this document for more information.

•This report uses the Split/Skill Report Input Window. Select a skill

that you want to view on the report. See Split/skill report input

fields (3-60) for more information.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical EWT Report 3-84

Split/Skill Graphical EWT

report example The following figure provides an example of a Split/Skill Graphical EWT

report:

Split/Skill Graphical EWT

report description The following table describes the report fields:

Report Heading Description Database Item, Calculation, or

Skill The name or number of the skill that is selected

for this report.

syn( SPLIT)

Top This heading contains EWT for the split/skill at

top priority. EWT is the wait time for the call when

it is queued to the split/skill at the top priority.

EWT measures only the time it takes to deliver

the call to an agent. It does not include ringing

time. If

CentreVu

CMS is connected to a switch

previous to the Generic 3 Version 4 or if vectoring

is not activated, the EWT headings and columns

are displayed, but the fields are blank. Exception

thresholds for EWT can be set from the

Exceptions command.

EWTTOP

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical EWT Report 3-85

High This heading contains EWT for the split/skill at

high priority. EWT is the wait time for the call

when it is queued to the split/skill at high priority.

EWT measures only the time it takes to deliver

the call to an agent. It does not include ringing

time. If

CentreVu

CMS is connected to a switch

previous to the Generic 3 Version 4 or if vectoring

is not activated, the EWT headings and columns

are displayed, but the fields are blank. Exception

thresholds for EWT can be set from the

Exceptions command.

EWTHIGH

Medium This heading contains EWT for the split/skill at

medium priority. EWT is the wait time for the call

when it is queued to the split/skill at medium

priority. EWT measures only the time it takes to

deliver the call to an agent. It does not include

ringing time. If

CentreVu

CMS is connected to a

switch previous to the Generic 3 Version 4 or if

vectoring is not activated, the EWT headings and

columns are displayed, but the fields are blank.

Exception thresholds for EWT can be set from

the Exceptions command.

EWTMEDIUM

Low This heading contains EWT for the split/skill at

low priority. EWT is the wait time for the call when

it is queued to the split/skill at low priority. EWT

measures only the time it takes to deliver the call

to an agent. It does not include ringing time. If

CentreVu

CMS is connected to a switch previous

to the Generic 3 Version 4 or if vectoring is not

activated, the EWT headings and columns are

displayed, but the fields are blank. Exception

thresholds for EWT can be set from the

Exceptions command.

EWTLOW

Report Heading Description Database Item, Calculation, or

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical Queue Report 3-86

Split/Skill Graphical Queue Report

Overview This report shows the number of calls waiting in queue, the amount of

time that the oldest call has waited in queue, and trending for one or

more splits/skills.

Things to know about

this report Here are some things you need to know about this report:

•You can access this report from the Real-Time Split/Skill Category

selector menu.

•You can use this report to view trends of calls waiting for several

splits/skills.

•The chart type can be changed. See Chapter 2: "Using Reports" in

this document for more information.

•This report has four graphs. The two graphs on the left side of the

report show the number of Calls Waiting (upper left quadrant) and

the Oldest Call Waiting (lower left quadrant). The two graphs on the

right side of the report show the trends for the last ten refresh

intervals for the same data items. The legend shows which line

corresponds to which split/skill.

•Each bar graph has a horizontal bar, on the left quadrant of the

report, for each split/skill selected for the report. Each graph’s x-axis

dynamically scales to the largest value of the items being reported.

The x-axis of the Calls Waiting bar graph displays the number of

calls (No. Calls) waiting in the split/skill queue. The x-axis of the

Oldest Call Waiting bar graph displays the number of seconds the

oldest call in the split/skill queue has waited.

•The database items used for this report are stored in the csplit

table.

•This report uses the Split/Skill Report Input Window. Select a skill

that you want to view on the report. See Split/skill report input

fields (3-60) for more information.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical Queue Report 3-87

Split/Skill Graphical

Queue report example The following figure provides an example of a Split/Skill Graphical Queue

report:

Split/Skill Graphical

Queue report description The following table describes the report fields:

Report Heading Description Database Item, Calculation, or

Split/Skill The name or number of the splits/skills selected

for this report.

syn( SPLIT)

Skill State The current state of the skill, compared to the

administered thresholds. This displays as

Normal, Overload 1, and Overload 2 on the

report. Requires

DEFINITY

ECS R6 or later with

CentreVu

Advocate.

SKSTATE

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical Queue Report 3-88

Calls Waiting The number of split or skill ACD calls waiting to

be answered. This includes calls that are in

queue and calls that are ringing at an agent voice

terminal. It does not include direct agent calls for

the Generic 3 switch.

INQUEUE + INRING

Oldest Call

Waiting

The length of time (in seconds) the oldest ACD

call has waited in queue or ringing (at an agent

voice terminal for each split/skill in the report)

before being answered. This does not include

direct agent calls.

OLDESTCALL

Report Heading Description Database Item, Calculation, or

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical Skill Overload Report 3-89

Split/Skill Graphical Skill Overload Report

Overview This report is only available for customers who have

DEFINITY

ECS R6

or later switches with Expert Agent Selection (EAS) and have purchased

CentreVu

Advocate. It shows the skill state (normal, unknown, overload1,

overload 2) and trends for a selected skill.

CentreVu

Advocate is not activated, the fields of the report which

pertain to

CentreVu

Advocate will not be populated.

Things to know about

this report Here are some things you need to know about this report:

•You can access this report from the Real-Time Split/Skill Category

selector menu.

•The report caption displayed when the report is run reads “Skill

Overload: xxx” where xxx is the skill name string specified by the

Name Formats window of Tools/Options.

•This report has two sections: a vertical bar chart and a rolling line

chart.

•The vertical bar chart consists of:

– A vertical bar for each skill input for the report, showing the

current skill state.

– The y-axis of the report will display, from the bottom up,

“Normal,” “Overload1,” and “Overload2.”

– The title: Skill Overload Report

– By default, a legend displays. The legend will show the

synonym for every skill specified in the input, or the skill

number if no skill name has been defined.

•The rolling line chart consists of:

– When the report is started, only one data point (whether

unknown, normal, overload1 or overload2) is displayed for

each skill. With each refresh, the new status will be added to

the previous refresh. This continues for 20 refreshes, at which

time the oldest data will roll off the chart.

– The x-axis of the chart displays a tick mark for each report

refresh.

– The y-axis of the chart displays, from the bottom up, “Normal,”

“Overload1,” and “Overload2.”

•The database items used for this report are stored in the csplit

table.

•This report uses the Split/Skill Report Input Window. Select a skill

that you want to view on the report. See Split/skill report input

fields (3-60) for more information.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical Skill Overload Report 3-90

Split/Skill Graphical Skill

Overload report example The following figure is an example of a Graphical Skill Overload report:

Split/Skill Graphical Skill

Overload report

description

The following table describes the report fields:

Report Heading Description Database Item, Calculation, or

Split/Skill The name or number of the splits/skills selected

for this report.

syn( SPLIT)

Skill State The current state of the skill, compared to the

administered thresholds. This displays as

Normal, Overload 1, and Overload 2 on the

report. Requires

DEFINITY

ECS R6 or later with

CentreVu

Advocate.

SKSTATE

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical Staffing Profile Report 3-91

Split/Skill Graphical Staffing Profile Report

Overview This report is available only for customers who have

DEFINITY

ECS R6

or later switches with EAS and have purchased

CentreVu

Advocate. It

shows how many of what type of agents are staffing a specified skill as

Active, in Other, or in AUX.

CentreVu

Advocate is not activated, the fields of the report which

pertain to

CentreVu

Advocate will not be populated.

Things to know about

this report Here are some things you need to know about this report:

•You can access this report from the Real-Time Split/Skill Category

selector menu.

•Call center supervisors can use this report to see how many agents

are active, in Other or in auxiliary work (AUX). This report will also

show the supervisor what type of agents are in those fields.

•This report has four charts.

•The charts contain the following information:

– The upper left quadrant chart shows Top agents staffed, active,

in AUX, and in Other for the specified skill.

– The upper right quadrant chart shows Flex agents staffed,

active, in AUX, and in Other for the specified skill.

– The lower right quadrant chart shows Reserve2 agents staffed,

active, in AUX, and in Other for the specified skill.

– The lower left quadrant chart shows Reserve1 agents staffed,

active, in AUX, and in Other for the specified skill.

•The database items used for this report are stored in the csplit

table.

•This report uses the Split/Skill Report Input Window. Select a skill

that you want to view on the report. See Split/skill report input

fields (3-60) for more information.

•You may change the report in Report Designer to display information

on agents who are available (AVAIL).

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical Staffing Profile Report 3-92

Split/Skill Graphical

Staffing Profile report

example

The following figure is an example of a Graphical Staffing Profile report:

Split/Skill Graphical

Staffing Profile report

description

The following table describes the report fields:

Report Heading Description Database Item, Calculation, or

Split/Skill The name or number of the splits/skills selected

for this report.

syn( SPLIT)

Skill State The current state of the skill, compared to the

administered thresholds. This displays as

Normal, Overload 1, and Overload 2 on the

report. Requires

DEFINITY

ECS R6 or later with

CentreVu

Advocate.

SKSTATE

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical Staffing Profile Report 3-93

Top Agents

(AUX)

The number of top agents logged into the skill

who are in the AUX work mode. This includes

agents on AUXIN/AUXOUT calls. Available on

Generic 3 switches with the EAS feature for top

skills. However, “top” database items are only

significant for Generic 3 switches and the ECS

with EAS. TINAUX includes TINAUX0, TINAUX1-

9, TONACDAUXOUT, TONAUXIN, and

TONAUXOUT.

TINAUX

Top Agents

(Other)

The number of top agents that are doing other

work. Agents are logged into multiple skills and

doing work for a skill other than this one (on an

ACD call or in after call work [ACW], or ACD calls

ringing). For Generic 3, while in Auto-in or

Manual-in mode; the agent put any call on hold

and has performed no further action; the agent is

on a direct agent call or in ACW for a direct agent

call; the agent is dialing to place a call or to

activate a feature; an extension call or a direct

agent ACD call is ringing with no other activity.

For Generic 3 EAS with multiple call handling,

agents are available for other, multiple call

handling skills. Agent POSITIONS will show up in

TOTHER directly after the link to the switch

comes up and directly after the agents log in

before the

CentreVu

CMS is notified of the

agent's work state. Available with Generic 3

switches with the EAS feature. However, “top”

database items are only significant for Generic 3

switches and the ECS with EAS. TOTHER

includes TDA_INACW and TDA_ONACD.

TOTHER

Top Agents

(Active)

The number of top agents logged into the skill,

who are on inbound and outbound ACD calls,

plus the number of top agents who are in ACW

for ACD calls, plus the number of top agents who

have ACD calls ringing and are not doing

anything else.

TONACD + TINACW +

TAGINRING

Flex Agents

(AUX)

The number of flex agents in AUX. Requires

DEFINITY

ECS R6 or later with

CentreVu

Advocate.

FINAUX

Report Heading Description Database Item, Calculation, or

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical Staffing Profile Report 3-94

Flex Agents

(Other)

The number of flex agents in the OTHER state.

Requires

DEFINITY

ECS R6 or later with

CentreVu

Advocate.

FOTHER

Flex Agents

(Active)

The number of flex agents on ACD calls, plus the

number of flex agents in ACW, plus the number

of flex agents with this skill that have an ACD call

ringing.

FONACD + FINACW +

FAGINRING

Reserve1

Agents (AUX)

The number of reserve1 agents in AUX. Requires

DEFINITY

ECS R6 or later with

CentreVu

Advocate.

R1INAUX

Reserve1

Agents (Other)

The number of reserve 1 agents in the OTHER

state. Requires

DEFINITY

ECS R6 or later with

CentreVu

Advocate.

R1OTHER

Reserve1

Agents (Active)

The number of reserve1 agents on ACD calls,

plus the number of reserve1 agents in ACW, plus

the number of reserve1 agents with this skill that

have an ACD call ringing.

R1ONACD + R1INACW +

R1AGINRING

Reserve2

Agents (AUX)

The number of reserve2 agents in AUX. Requires

DEFINITY

ECS R6 or later with

CentreVu

Advocate.

R2INAUX

Reserve2

Agents (Other)

The number of reserve2 agents in the OTHER

state. Requires

DEFINITY

ECS R6 or later with

CentreVu

Advocate.

R2OTHER

Reserve2

Agents (Active)

The number of reserve2 agents on ACD calls,

plus the number of reserve2 agents in ACW, plus

the number of reserve2 agents with this skill that

have an ACD call ringing.

R2ONACD + R2INACW +

R2AGINRING

Report Heading Description Database Item, Calculation, or

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical Status Report 3-95

Split/Skill Graphical Status Report

Overview This report shows the status of the agent, the amount of time in an agent

state, and the split/skill statistics for individual agents.

Things to know about

this report Here are some things you need to know about this report:

•You can access this report from the Real-Time Split/Skill Category

selector menu.

•From this report, you can drill down to the Real-Time or Integrated

Agent Information, Work State, and Graphical AUX Agent (for

DEFINITY

ECS with EAS) reports.

•The chart type can be changed. See Chapter 2: "Using Reports" in

this document for more information.

•The database items used for the report are stored in the csplit,

hsplit, and cagent tables.

•This report is available in both graphical and tabular formats.

•The table on the left side of the report lists the staffed (logged in)

agents in the split/skill you specify, the state (workmode) each agent

is currently in, the amount of time the agent has been in the current

state, and the split/skill that the agent is in currently. If the Split/Skill

column is empty, the agent is not currently on a call. The split/skill

selected for the report is displayed above the table.

•By default, agent names are sorted alphabetically. If there are more

staffed agents than can be displayed, a scroll bar appears on the

right side of the table. To the left of each agent name (or login id, if

names are not assigned) is an icon representing the agent’s state.

•The three-dimensional pie chart in the upper-right quadrant shows

the number of agents in each agent state (Avail, ACD, AUX, ACW,

Ring, Other) for the selected split/skill. The number of agents in

each agent state is displayed on the corresponding piece of pie. A

legend is displayed to the right of the chart.

•The fields in the lower-right quadrant of the report display real-time

split/skill information.

•This report uses the Split/Skill Report Input Window. Select a skill

that you want to view on the report. See Split/skill report input

fields (3-60) for more information.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical Status Report 3-96

Split/Skill Graphical

Status report example The following figure provides an example of a Split/Skill Graphical Status

report:

Split/Skill Graphical

Status report description The following table describes the report fields:

Report

Heading Description Database Item, Calculation, or

Split/Skill: The name or number of the split(s)/skill(s) selected

for this report.

syn(SPLIT)

Level The skill level associated with the agent’s current

WORKSKILL, when WORKSKILL, is not null.

Requires a Generic 3 Version 2 or later switch with

the EAS feature. For

CentreVu

Advocate, in the

cagent table, WORKSKLEVEL contains either a

skill level (1-16) for a normal skill, or a reserve level

(1 or 2) for a reserve skill. This WORKSKLEVEL

applies to WORKSKILL.

syn(WORKSKLEVEL)

Agents

Staffed:

The total number of agents that are logged into

each split/skill.

STAFFED

Skill State Current state of this skill, compared to the

administered thresholds. Requires ECS R6 or later

with

CentreVu

Advocate.

syn( SKSTATE)

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical Status Report 3-97

Agent Name The name(s) of the agent(s) assigned to this split/

skill and logged in (or their login IDs if names have

not been assigned to them in Dictionary).

syn(LOGID)

State The current work mode (state) the agent is in

(AVAIL, ACD, ACW, AUX, DACD, DACW,

RINGING, UNKNOWN, OTHER, UNSTAFF) and

the call direction (blank, IN, or OUT).

syn( WORKMODE) 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

Split/Skill The split associated with the call or the ACW state

when an agent is either on a split or direct agent

ACD call, or in the ACW state. If an agent puts an

ACD call on hold and makes an AUX call, this is the

split of the ACD call on hold. For AUXIN calls and

AUXOUT calls made without an ACD call on hold,

this is the split the agent has been logged into the

longest. When the agent is available, all of the splits

the agent is available in are listed.

WORKSPLIT, WORKSPLIT2...4

(Generic 3 Version 2 and later

Generic 3 switches only)

% Within

Service Level:

The percentage of split/skill ACD calls that were

answered by an agent within the predefined time.

Calls offered to the split/skill include calls that were

abandoned and calls that were not answered, but

do not include direct agent calls. Calls that were not

answered may include forced busy calls, forced

disconnect calls, calls redirected to another

destination, and calls queued to more than one split/

skill and answered in another split/skill.

100*( ACCEPTABLE/

CALLSOFFERED)

<PERCENT_SERV_ LVL_SPL>

Calls Waiting: The number of split or skill ACD calls waiting to be

answered. This includes calls that are in queue and

calls that are ringing at an agent voice terminal. It

does not include direct agent calls for the Generic 3

switches.

INQUEUE+ INRING

Report

Heading Description Database Item, Calculation, or

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical Status Report 3-98

Oldest Call

Waiting:

The length of time (in seconds) the oldest ACD call

has waited in queue or ringing (at an agent voice

terminal for each split/skill in the report) before

being answered. This does not include direct agent

calls.

OLDESTCALL

Avg Speed

Ans:

The average time calls waited in queue or 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

<AVG_ANSWER_ SPEED>

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 (does not include hold time)

is calculated for all ACD calls to this split/skill. This

does not include 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

<AVG_ACD_TALK_TIME>

Aban Calls: The total number of queued calls for each split/skill

that were 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 calls waited before hanging up. ABNTIME / ABNCALLS

< AVG_ABANDON_TIME>

Report

Heading Description Database Item, Calculation, or

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical Top Skill Status Report 3-99

Split/Skill Graphical Top Skill Status Report

Overview This report, available only with EAS, contains a table of top agents and

their work state, a pie chart showing the composite top agent status, and

a pie chart showing the composite reason codes for top agents who are

in AUX.

Things to know about

this report Here are some things to know about this report:

•You can access this report from the Real-Time Split/Skill Category

selector menu.

•The table on the left bottom half of the report contains a row for each

staffed agent for whom this skill is their top skill. The row shows an

icon representing agent state, the agent names as defined in the

Dictionary, the agent state for this skill, time in current state, and a

reason code (as defined in the Dictionary) for the AUX work state.

The Reason column is blank except for those agents who are in

AUX work. This table also contains the skill in which the agent is

active. This field is blank if the agent is in AVAIL, AUX, or OTHER

work modes.

•Call center supervisors can use this report for skill level distribution

and to keep agents on ACD calls. In addition, this report shows what

is happening with agents who are taking calls for this skill. This

report is available for Generic 3 switch with EAS.

•From this report, you can drill down to the Real-Time and Integrated

Agent Information, Top Agents Work State, and Graphical Top AUX

Agent reports.

•Even though a skill may be staffed by many agents, it is likely that

only those for whom this is their top skill will be available to answer

calls to this skill.

•The database items used for the report are stored in the csplit

and cagent tables.

•This report uses the Split/Skill Report Input Window. Select a skill

that you want to view on the report. See Split/skill report input

fields (3-60) for more information.

The two dimensional pie chart contains data only for the

DEFINITY

ECS

with EAS. The two dimensional pie chart contains the following

information:

•The composite status of top agents for the skill who are in AUX for

each reason code.

•A legend displays the synonyms for reason codes that have been

defined in the Dictionary. The legend is sorted in ascending order by

reason code number, with the customer- defined synonym for

reason code 0 at the bottom.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical Top Skill Status Report 3-100

The three-dimensional pie chart contains the following information:

•The composite status of top agents for the skill in each of the work

states.

•A legend in which a different color corresponds to each of the work

states.

•Above the chart is the "Top Agents in AUX" heading.

Split/Skill Graphical Top

Skill Status report

example

The following figure provides an example of the Split/Skill Graphical Top

Skill Status report:

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical Top Skill Status Report 3-101

Split/Skill Graphical Top

Skill Status report

description

The following table describes the report fields:

Report Heading Description Database Item, Calculation, or

Skill: The name or number of the skill (up to 20

characters) that is selected for this report.

syn( SPLIT)

Skill State The current state of the skill, compared to the

administered thresholds. This displays as Normal,

Overload 1, and Overload 2 on the report.

Requires

DEFINITY

ECS R6 or later with

CentreVu

Advocate.

SKSTATE

Top Agents

Staffed:

The current number of top agents that are staffed

in this skill.

TSTAFFED

Flex Agents

Staffed

Number of agents who are staffing the skill, but

are neither top or reserve agents. Requires ECS

R6 or later with

CentreVu

Advocate. This field will

contain backup agents if the

CentreVu

Advocate

feature is not used, since the database item

consists of agents whose role in the skill is backup

(applicable regardless of whether

CentreVu

Advocate is administered), allocation, or roving.

FSTAFFED

Reserve1

Agents Staffed

Number of agents staffing this skill as reserve1.

Requires ECS R6 or later with

CentreVu

Advocate.

R1STAFFED

Reserve2

Agents Staffed

Number of agents staffing this skill as reserve2.

Requires ECS R6 or later with

CentreVu

Advocate.

R2STAFFED

AVAIL The current number of agents that are available to

receive ACD calls in this split/skill.

AVAILABLE

ACD The total time during the collection interval that the

agent was talking on ACD calls for the Split.

sum(<TOTAL_I_ACDTIME>)

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(<TOTAL_I_ACWTIME>)

AUX The total time during the collection interval that the

agent was in the AUX work state in all splits/skills

or in AUXINCALLS or AUXOUTCALLS.

sum(TI_AUXTIME)

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical Top Skill Status Report 3-102

RINGING The time during the collection interval that the

agent had split/skill and direct agent ACD calls

ringing.

sum(I_RINGTIME)

OTHER The time during the collection interval that the

agent was doing other work in all split/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 line to the

switch comes up or after the agent logs in and

before the CMS receives notification of the agent’s

state from the switch. The "TI_" time is only stored

for the split/skill logged into the longest. "TI_" time

needs to be summed across the split/skills the

agents may log into, in case the logon order

changes during the collection interval.

sum(TI_OTHERTIME)

Agent Name The names (or agent IDs if the names have not

been assigned in the Dictionary) of the top agents

assigned to this skill and logged in.

syn( LOGID)

State The current work mode (state) the agent is in

(AVAIL, ACD, ACW, AUX, DACD, DACW,

RINGING, UNKNOWN, OTHER, UNSTAFF) and

the call direction (blank, IN, or OUT).

syn(WORKMODE) 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

AUX Reason For the

DEFINITY

ECS, this is the reason code

associated with the auxiliary work state (on a

break, in a meeting, and so on) of this agent. This

field is blank if the agent is not in the AUX state.

syn(AUXREASON)

Skill The name or number of the skill (up to 20

characters) that is selected for this report.

syn(SPLIT)

Report Heading Description Database Item, Calculation, or

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical Top Skill Status Report 3-103

Level The skill level associated with the agent’s current

WORKSKILL, when WORKSKILL, is not null.

Requires a Generic 3 Version 2 or later switch with

the EAS feature.

syn(WORKSKLEVEL)

Reason Code 0 The current number of positions that are in

auxiliary work with reason code zero (0) for this

skill or on AUXIN/AUXOUT calls. Reason code 0

is for "system "AUX work when reason codes are

active (

DEFINITY

ECS with EAS and later).

INAUX0

Reason Code

1...9

The current number of positions that are in

auxiliary work with each of the reason codes 1-9

for this skill or on AUXIN/AUXOUT calls (

DEFINITY

ECS and later).

TINAUX1-9

Report Heading Description Database Item, Calculation, or

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Reserve1 AUX Agents Report 3-104

Reserve1 AUX Agents Report

Overview This report, which is available only for customers who have

DEFINITY

ECS R6 or later switches with EAS and have purchased

CentreVu

Advocate, displays the Reserve1 agents who are in AUX and the time in

AUX, for a specified skill. When this report is accessed from the report

menu, it displays as the Reserve1 AUX Agents Report. When it is

accessed by drilling down from the AUX work state or Agent Location ID,

it displays as the Reserve1 AUX Work State Report.

When accessed as a drill-down report, this report will only contain

Location ID if the report you drill-down from uses Location ID as an input.

Things to know about

this report Here are some things you need to know about this report:

•You can access this report the following ways:

– From the Real-Time Split/Skill Category selector menu

– By drilling down to this report from the AUX work state of

Reserve1 agents, or R1INAUX.

•Call center managers can use this report to see the Reserve1

agents in each AUX work state, for a specified skill. For each agent,

the manager will also be able to see information such as the length

of time in the AUX work state.

•This report consists of a table and two data fields. The report table

contains a row for each agent who is in the specified state for the

specified skill.

•The report caption will read “Reserve1 AUX Work State Report—

xxx,” where xxx is the skill name string specified by the user.

•The database items used for the report are stored in the csplit

and cagent table.

•This report uses the Agent Information Input window. Select an

agent that you want to view on the report. See Agent Report Input

Windows (3-6).

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Reserve1 AUX Agents Report 3-105

Reserve1 AUX Agents

report example The following figure provides an example of the Reserve1 AUX Agents

report:

Reserve1 AUX Agents

report description The following table describes the report fields:

Field Definition Database Item, Calculation, or

Skill The name or number of the skill (up to 20

characters) that is selected for this report.

syn(SPLIT)

Reserve1

Agents in AUX

The number of reserve1 agents in AUX. Requires

DEFINITY

ECS R6 or later with

CentreVu

Advocate.

R1INAUX

Agent Name The name of the agent. syn(LOGID)

EXTENSION. Agents in multiple splits/skills have

one LOGID.

LOGID

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Reserve1 AUX Agents Report 3-106

Location ID The location ID(s) associated with the agent. This

ID is not associated with the agent personally, but

rather with the terminal the agent is logged into. It

is also associated with a port network location ID

DEFINITY

. If the Agent Site Tracking feature

is not available on your system, the field will not

display meaningful data..

LOC_ID

Role Agent’s service role for this SPLIT, as defined in

the Dictionary. Requires

DEFINITY

ECS R6 or

later with

CentreVu

Advocate.

syn(ROLE)

Active Split/Skill Use WORKSKILL for the following call

conditions:

•When an agent is on a skill or direct agent ACD

call or in ACW (this is the 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 OLDEST_LOGON 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

OLDEST_LOGON skill).

•When an agent is on an AUXOUT call with an

ACD call on hold (this is the skill associated with

the ACD call).

Note that WORKSKILL differs from WORKSPLIT

only in the case that the agent is available. In this

case, WORKSKILL will be blank and

WORKSPLIT will contain one of the skills in

which the agent is available. For releases with

the EAS feature active, it is recommended to use

WORKSKILL instead of WORKSPLIT in reports.

Requires a Generic 3 Version 2 or later switch

with the EAS feature.

syn(WORKSKILL)

Field Definition Database Item, Calculation, or

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Reserve1 AUX Agents Report 3-107

Level The skill level associated with the agent’s current

WORKSKILL, when WORKSKILL is not null.

Requires a Generic 3 Version 2 or later switch

with the EAS feature. For

CentreVu

Advocate, in

the cagent table, WORKSKLEVEL contains

either a skill level (1-16) for a normal skill, or a

reserve level (1 or 2) for a reserve skill. This

WORKSKLEVEL applies to WORKSKILL.

syn(WORKSKLEVEL)

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

Field Definition Database Item, Calculation, or

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Reserve2 AUX Agents Report 3-108

Reserve2 AUX Agents Report

Overview This report, which is available only for customers who have

DEFINITY

ECS R6 or later switches with EAS and have purchased

CentreVu

Advocate, displays the Reserve2 agents who are in AUX and the time in

AUX, for a specified skill. When this report is accessed from the report

menu, it displays as the Reserve2 AUX Agents Report. When it is

accessed by drilling down from the AUX work state or Agent Location ID,

it displays as the Reserve2 AUX Work State Report.

When accessed as a drill-down report, this report will only contain

Location ID if the report you drill-down from uses Location ID as an input.

Things to know about

this report Here are some things you need to know about this report:

•You can access this report the following ways:

•

– From the Real-Time Split/Skill Category selector menu

– By drilling down to this report from the AUX work state of

Reserve2 agents, or R2INAUX.

•Call center managers can use this report to see the Reserve2

agents in each AUX work state, for a specified skill. For each agent,

the manager will also be able to see information such as the length

of time in the AUX work state.

•This report consists of a table and two data fields. The report table

contains a row for each agent who is in the specified state for the

specified skill.

•The report caption will read “Reserve2 AUX Work State Report—

xxx,” where xxx is the skill name string specified by the user.

•The database items used for the report are stored in the csplit

and cagent table.

•This report uses the Agent Information Input window. Select an

agent that you want to view on the report. See Agent Report Input

Windows (3-6).

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Reserve2 AUX Agents Report 3-109

Reserve2 AUX Agents

report example The following figure provides an example of the Reserve2 AUX Agents

report:

Reserve2 AUX Agents

report description The following table describes the report fields:

Field Definition Database Item, Calculation, or

Skill The name or number of the skill (up to 20

characters) that is selected for this report.

syn(SPLIT)

Reserve2

Agents in AUX

The number of reserve2 agents in AUX. Requires

DEFINITY

ECS R6 or later with

CentreVu

Advocate.

R2INAUX

Agent Name The name of the agent. syn(LOGID)

EXTENSION. Agents in multiple splits/skills have

one LOGID.

LOGID

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Reserve2 AUX Agents Report 3-110

Location ID The location ID(s) associated with the agent. This

ID is not associated with the agent personally, but

rather with the terminal the agent is logged into. It

is also associated with a port network location ID

DEFINITY

. If the Agent Site Tracking feature

is not available on your system, the field will not

display meaningful data..

LOC_ID

Role Agent’s service role for this SPLIT, as defined in

the Dictionary. Requires

DEFINITY

ECS R6 or

later with

CentreVu

Advocate.

syn(ROLE)

Active Split/Skill Use WORKSKILL for the following call

conditions:

•When an agent is on a skill or direct agent ACD

call or in ACW (this is the 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 OLDEST_LOGON 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

OLDEST_LOGON skill).

•When an agent is on an AUXOUT call with an

ACD call on hold (this is the skill associated with

the ACD call).

Note that WORKSKILL differs from WORKSPLIT

only in the case that the agent is available. In this

case, WORKSKILL will be blank and

WORKSPLIT will contain one of the skills in

which the agent is available. For releases with

the EAS feature active, it is recommended to use

WORKSKILL instead of WORKSPLIT in reports.

Requires a Generic 3 Version 2 or later switch

with the EAS feature.

syn(WORKSKILL)

Field Definition Database Item, Calculation, or

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Reserve2 AUX Agents Report 3-111

Level The skill level associated with the agent’s current

WORKSKILL, when WORKSKILL is not null.

Requires a Generic 3 Version 2 or later switch

with the EAS feature. For

CentreVu

Advocate, in

the cagent table, WORKSKLEVEL contains

either a skill level (1-16) for a normal skill, or a

reserve level (1 or 2) for a reserve skill. This

WORKSKLEVEL applies to WORKSKILL.

syn(WORKSKLEVEL)

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

Field Definition Database Item, Calculation, or

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Skill AUX Report 3-112

Skill AUX Report

Overview This report shows, for one or more skills, the number of agents in AUX

work with each reason code.

Things to know about

this report Here are some things you need to know about this report:

•You must have an ECS Release 5 switch or later with the EAS

feature.

•You must be using reason codes. You can run the report without

using the reason codes, but all agents will be in reason code zero

(0) when in AUX.

•The database items used for the Skill AUX report are stored in the

csplit table.

•This report uses the Split/Skill Report Input Window. Select a skill

that you want to view on the report. See Split/skill report input

fields (3-60) for more information.

Skill AUX report example The following figure provides an example of the Skill AUX report:

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Skill AUX Report 3-113

Skill AUX report

description The following table describes the report fields:

Report Heading Description Database Item, Calculation, or

Skills: The name(s) or number(s) of the skills selected

for the report.

syn(SPLIT)

Calls Waiting The number of skill ACD calls waiting to be

answered. This includes calls that are in queue

and calls that are ringing at an agent voice

terminal. It does not include direct agent calls for

the Generic 3 switch.

INQUEUE+INRING

Agents Staffed The total number of agents that are logged into

each skill.

STAFFED

Agents in AUX The current number of agent positions that are

either in AUX work mode for this skill or on AUX-

IN/AUX- OUT calls.

INAUX

Reason Code

0... 9

The number of agents in each AUX reason code

(0 to 9).

INAUX0...9

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Skill Status Report 3-114

Skill Status Report

Overview This report shows how long the oldest call has been waiting in queue,

how many calls are currently waiting to be answered, the agent names,

the agent states, the agent’s skill level, and the number of the skill for

which the agent is handling the call or is in after call work.

Things to know about

this reports If you have a an ECS Release 5 switch with the EAS feature activated,

you will see the report displayed in this section. This new report:

•Provides agent AUX reason codes.

•Provides the agent login identification and the agent name.

•Provides the level for the agent’s currently active skill (ACD call or

ACW session). This level can be any level from 1 to 16, or R1 or R2.

•The Login Skills columns have been removed from this report.

If you have a switch release earlier than ECS Release 5 with the EAS

feature activated, a slightly different Skill Status Report than the one

described in this section is displayed. This report:

•Provides the agent login skills, including whether a skill is

(primary) or

(secondary).

•Does not provide agent AUX reason codes.

•With the Generic 3 Version 2 through Version 4 switches, all the

skills the agent is logged into are shown in the Login Skills column of

the report. These skills are designated with a p or s to indicate if the

skill is a primary or secondary skill.

•If you have the Generic 3 Version 3 switch or an earlier switch, the

Expected Wait Time (EWT) fields are blank. EWT is only available

on the Generic 3 Version 4 switch and later switches.

•All agents who are logged into a particular skill are displayed. You

can page or scroll to view agents not shown in the window.

•The EWT value is updated whenever a call queues to the skill. If no

call has queued for 2 minutes, CMS will request the switch to send

the current EWT values for the skill.

The EWT fields may be blank for one of the following reasons:

•The EWT is unknown at this time.

•The EWT is infinity (for example, no agents are logged in).

•The priority is inactive, such as TOP, HIGH, MEDIUM, or LOW.

•The queue for the priority is full.

Expected Wait Time (EWT) may be different than you anticipate. The

following factors can affect EWT:

•A low volume of calls are coming into a skill, or very few are coming

in at one or more of the priorities. This causes EWT to show larger

fluctuations than when there is heavier call volume.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Skill Status Report 3-115

•A skill has only one or two agents logged in.

•A combination of the low call volume and a small number of agents

logged in.

•The number of agents logged into a given skill suddenly increases

or decreases substantially. EWT adjusts immediately, and you will

see a big jump or fall in the EWT.

•A significant percentage of callers who are queued drop from queue,

either from hanging up or from being answered, and no new calls

are queued. For example, in a vector with time-of-day routing, after

a specified time, no more calls are routed to a particular skill. Calls

in queue to this skill continue to be serviced, but no new calls are

coming into the queue. The EWT remains unchanged until the

specified time interval from the timer expires and the audit takes

place.

•Calls may be queued to more than one skill.

•Agents may be logged into multiple skills.

•The switch may have the Multiple Call Handling feature enabled.

•A new skill is created or the switch reboots. No history exists, and 30

to 50 queued calls must accrue for an accurate EWT.

•The average handling times for calls changes suddenly.

•The call traffic is varying significantly.

•The queuing times are erratic.

•If calls are HIGH or MEDIUM priority call redirected, via intraflow to

a skill that does not queue calls at this priority, the priority does not

change.

•Agents are in multiple skills and distribution of calls for those agents

changes suddenly.

•EWT’s are displayed for the priorities for which calls are queuing.

However, if you change the routing for a skill so that calls are not

being queued at a priority, the EWT for that priority continues to be

shown until all agents in the skill log out or until a translation pump-

up is forced.

•The database items used for the Skill Status Report are stored in the

csplit and cagent tables.

•This report uses the Split/Skill Report Input Window. Select a skill

that you want to view on the report. See Split/skill report input

fields (3-60) for more information.

Real-Time Reports

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Supervisor Version 8 Reports

Skill Status Report 3-116

Skill Status report

example The following figure provides an example of a Skill Status Report:

Skill Status report

description The following table describes the report fields:

Report Heading Description Database Item, Calculation, or

Skill The name or number of the skill selected for the

report.

syn(SPLIT)

Skill State The current state of the skill, compared to the

administered thresholds. This displays as

Normal, Overload 1, and Overload 2 on the

report. Requires

DEFINITY

ECS R6 or later with

CentreVu

Advocate.

SKSTATE

Calls Waiting The number of skill ACD calls waiting to be

answered. This includes calls that are in queue

and calls that are ringing at an agent voice

terminal. It does not include direct agent calls for

the Generic 3 switch.

INQUEUE+ INRING

Oldest Call

Waiting

The length of time (in seconds) the oldest ACD

skill call has waited in queue or ringing before

being answered. This does not include direct

agent calls.

OLDESTCALL

Real-Time Reports

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Supervisor Version 8 Reports

Skill Status Report 3-117

Expected Wait

Time (Pri): Top

This heading contains EWT for the skill at top

priority. EWT is the wait time for the skill when a

call is queued to the skill at top priority. EWT

measures only the time it takes to deliver the call

to an agent. It does not include ringing time. If

CentreVu

CMS is connected to a switch previous

to the Generic 3 Version 4 switch or if vectoring is

not activated, the EWT headings and columns

are displayed, but the fields are blank. Exception

thresholds for EWT can be set from the

Exception command.

EWTTOP

Expected Wait

Time (Pri): High

This heading contains EWT for the skill at high

priority. EWT is the wait time for the skill when a

call is queued to the skill at high priority. EWT

measures only the time it takes to deliver the call

to an agent. It does not include ringing time.

CentreVu

CMS is connected to a switch

previous to the Generic 3 Version 4 switch or if

vectoring is not activated, the EWT headings and

columns are displayed, but the fields are blank.

Exception thresholds for EWT can be set from

the Exception command.

EWTHIGH

Expected Wait

Time (Pri):

Medium

Contains EWT for the skill at medium priority.

EWT is the wait time for the skill when a call is

queued to the skill at medium priority. EWT

measures only the time it takes to deliver the call

to an agent. It does not include ringing time. If

CentreVu

CMS is connected to a switch previous

to the Generic 3 Version 4 switch or if vectoring is

not activated, the EWT headings and columns

are displayed, but the fields are blank. Exception

thresholds for EWT can be set from the

Exception command.

EWTMEDIUM

Report Heading Description Database Item, Calculation, or

Real-Time Reports

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Supervisor Version 8 Reports

Skill Status Report 3-118

Expected Wait

Time (Pri): Low

This heading contains EWT for the skill at low

priority. EWT is the wait time for the skill when a

call is queued to the skill at low priority. EWT

measures only the time it takes to deliver the call

to an agent. It does not include ringing time. If

CentreVu

CMS is connected to a switch previous

to the Generic 3 Version 4 switch or if vectoring is

not activated, the EWT headings and columns

are displayed, but the fields are blank. Exception

thresholds for EWT can be set from the

Exception command.

EWTLOW

Agent Name The name(s) of the agent(s) assigned to this skill

and logged in (or their login IDs if names have

not been assigned to them in Dictionary).

syn(LOGID)

AUX Reason The reason associated with the auxiliary work

state of this agent, (for example, lunch, break,

meeting, or training). This field is blank if the

agent is not in the AUX state.

syn(AUXREASON)

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(WORKMODE)

syn(DIRECTION)

Skill/Level When an agent is on a skill call, a direct agent

call, or in ACW mode, this is the skill associated

with the call or the ACW, and the level associated

with the skill.

WORKSKILL is the OLDEST_LOGON:

•When an agent is on an AUXIN/AUXOUT call

from the available state, while in AUX or with an

AUXIN/AUXOUT call on hold

•When an agent is on an AUXIN call with an ACD

call on hold.

When an agent is on an AUXOUT call with an

ACD call on hold, this is the skill associated with

the ACD call. When an agent is available, in

AUX, or in OTHER, this is blank.

WORKSKLEVEL is the skill level (ranging from 1

to 16) or the reserve skill level (R1 or R2)

associated with WORKSKILL.

WORKSKILL/

syn(WORKSKLEVEL)

Report Heading Description Database Item, Calculation, or

Real-Time Reports

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Supervisor Version 8 Reports

Skill Status Report 3-119

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

VDN Name

(Shows data

only if you have

purchased the

Vectoring

feature.)

The number or name of the VDN for which the

report shows data. the Vector Directory Number

is associated with the ACD call in progress. If a

name has been assigned to the VDN in the

Dictionary, the name displays instead of the

number.

VDN

Report Heading Description Database Item, Calculation, or

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Skill Top Agent Report 3-120

Skill Top Agent Report

Overview This report is similar to the Split/Skill Report, but shows counts of agents

for whom the skill is the top skill. It also shows a count of agents for

whom the skill is a backup skill.

Things to know about

this report Here are some things you need to know about this report:

•You must have a Generic 3 switch with the EAS feature.

•The agent’s top skill is the highest priority skill the agent is logged

into. If the agent is logged into more than one skill that are listed as

highest priority, then the top skill is the first skill listed.

•The database items used for the Skill Top Agent Report are stored in

the csplit table.

•This report uses the Split/Skill Report Input Window. Select a skill

that you want to view on the report. See Split/skill report input

fields (3-60) for more information.

Skill Top Agent report

example The following figure provides an example of a Skill Top Agent report:

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Skill Top Agent Report 3-121

Skill Top Agent report

description The following table describes the report fields:

Report Heading Description Database Item, Calculation, or

Skills: The name or number of the skill selected for this

report.

syn(SPLIT)

Skill State Current state of this skill, compared to the

administered thresholds. Requires ECS R6 or

later with

CentreVu

Advocate.

syn(SKSTATE)

Calls Waiting This is the number of skill ACD calls waiting to be

answered for each 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 length of time (in seconds) the oldest call

has waited in queue or ringing (at an agent voice

terminal for each skill in the report) before being

answered. This does not include direct agent

calls.

OLDESTCALL

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

<AVG_ANSWER_SPEED>

ACD Calls The ACD calls that were queued to the 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 switches with

ASAI only.

ACDCALLS

Avg ACD Time The average talk time (does not include hold

time) is calculated for all ACD calls to this skill.

This does not include 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

<AVG_ACD_TALK_TIME>

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Supervisor Version 8 Reports

Skill Top Agent Report 3-122

Aban Calls The total number of queued calls for each skill

that were 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 skill that abandoned at the far end before

an agent answered. For the Generic 3 switches

with the ASAI feature only.

ABNCALLS1-10

Avg Aban Time The average time calls waited in split before

hanging up.

ABNTIME / ABNCALLS

<AVG_ABANDON_TIME>

Top Agents

Avail

The number of top agents logged into the skill

who are available in the skill to take calls.

TAVAILABLE

Top Agents

Ringing

The current number of top agents logged into the

skill who have ACD calls (including direct agent

calls) ringing at their voice terminals.

TAGINRING

Top Agents on

ACD Calls

The total number of top agents connected to

inbound and outbound ACD calls in each skill.

This does not include direct agent calls.

TONACD

Top Agents in

ACW

The number of top agents who are in the after

call work state for each skill. This includes agents

on ACWIN or ACWOUT calls and agents in ACW

not associated with an ACD call.

TINACW

Report Heading Description Database Item, Calculation, or

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Supervisor Version 8 Reports

Skill Top Agent Report 3-123

Top Agents in

Other

The current number of top agent positions that

are doing other work.

For the Generic 3 switch the agent did one of the

following activities while in the Auto-in or Manual-

In state:

•The agent put any call on hold and performed no

further action.

•The agent is on a direct agent call or in ACW for a

direct agent call.

•The agent is dialing to place a call or to activate a

feature.

•The agent has a personal call ringing with no

other activity.

For the Generic 3 switches without EAS, agents

are logged into multiple splits and doing work for

a split other than this one (on an ACD call or in

call-related ACW).

For the Generic 3 switches with EAS, agents are

logged into multiple skills and doing work for a

skill other than this one (on an ACD call or in call-

related ACW).

Agent positions show up as OTHER directly after

the link to the switch comes up and directly after

the agents log in before the

CentreVu

CMS is

notified of the agent’s work state.

TOTHER

Top Agents in

Aux

The total number of top agents logged into the

skill who are in the AUX Work mode for all skills

or are on AUXIN/AUXOUT calls.

TINAUX

Top Agents

Staffed

The current number of top agents that are staffed

in the skill.

TSTAFFED

Flex Agents

Staffed

Number of agents who are staffing the skill, but

are neither top or reserve agents. Requires ECS

R6 or later with

CentreVu

Advocate. This field will

contain non-top agents if the

CentreVu

Advocate

feature is not used, since the database item

consists of agents whose role in the skill is

backup (applicable regardless of whether

CentreVu

Advocate is administered), allocation,

or roving.

FSTAFFED

Report Heading Description Database Item, Calculation, or

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Supervisor Version 8 Reports

Skill Top Agent Report 3-124

Reserve1

Agents Staffed

Number of agents staffing this skill as reserve1.

Requires ECS R6 or later with

CentreVu

Advocate.

R1STAFFED

Reserve2

Agents Staffed

Number of agents staffing this skill as reserve2.

Requires ECS R6 or later with

CentreVu

Advocate.

R2STAFFED

Report Heading Description Database Item, Calculation, or

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split Status Report 3-125

Split Status Report

Overview This report shows how long the oldest call in queue has been waiting,

how many calls are currently waiting to be answered, the agent names,

the agent states, the length of time an agent has been in the state, and

the split associated with the call the agent is currently handling.

Note:

The Split Status report is available on switches that do not have the

EAS feature. If you have the EAS Feature, this report is replaced with the

Skill Status Report.

Things to know about

this report Here are some things to know about this report:

•All agents logged into the selected split are displayed. You can scroll

to view agents that you cannot see on the report.

•If an agent is on an ACD call or in the ACW state, a single split is

displayed that corresponds to the ACD call or ACW.

•If the agent is available, all of the splits are displayed.

•If the agent is in AUX in all splits, all splits are displayed.

•For a Generic 3 Version 2 or later version switch without the Expert

Agent Selection (EAS) feather, an agent can be logged into a total of

four splits.

•If you have a Generic 3 Version 3 switch or an earlier switch, the

Expected Wait Time (EWT) fields are blank. EWT is only available

on the Generic 3 Version 4 switch and later Generic 3 switches.

•The EWT value is updated whenever a call queues to the split. If no

call has queued for 2 minutes, CMS will request the switch to send

the current EWT values for the split.

The EWT fields may be blank for one of the following reasons:

•The EWT is unknown at this time.

•The EWT is infinity (for example, no agents are logged in).

•The priority (TOP, HIGH, MEDIUM, LOW) is inactive.

•The queue for this split is full.

•Please refer to the Generic 3 Version 4 Vectoring/EAS Guide for

more information on EWT and causes of the field blanking out.

EWT may not be what you anticipate. These factors can affect EWT:

•A low volume of calls coming into a split, or very few coming in at

one or more of the priorities. This causes EWT to show larger

fluctuations than when there is heavier call volume.

•A split has only one or two agents logged in.

•A combination of the low call volume and a small number of agents

logged in.

Real-Time Reports

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Supervisor Version 8 Reports

Split Status Report 3-126

•The number of agents logged into a given split suddenly increases

or decreases substantially. EWT adjusts immediately, and you will

see a big jump or fall in the EWT.

•A significant percentage of callers who are queued drop from queue,

either from hanging up or from being answered, and no new calls

are queued. For example, in a vector with time-of-day routing, after

a specified time no more calls are routed to a particular split. Calls in

queue to this split continue to be serviced, but no new calls are

coming into the queue. The EWT remains unchanged until the

specified time interval from the timer has expired and the audit has

taken place.

•Calls may be queued to more than one split.

•Agents may be logged into multiple splits.

•The switch may have the Multiple Call Handling (MCH) feature

enabled.

•A new split is created or the switch reboots. No history exists, and

30 to 50 queued calls must accrue for an accurate EWT.

•The average handling time for calls changes suddenly.

•The call traffic is varying significantly.

•The queuing times are erratic.

•EWT’s are displayed only for the priorities for which calls are

queuing. However, if you change the routing for a split so that calls

are not being queued at a priority, the EWT for that priority continues

to be shown until all agents in the split log out or a translation pump-

up is forced.

•The database items used for the Split Status Report are stored in

the csplit and cagent tables.

•This report uses the Split/Skill Report Input Window. Select a skill

that you want to view on the report. See Split/skill report input

fields (3-60) for more information.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split Status Report 3-127

Split Status report

example The following figure provides an example of the Split Status report:

Split Status report

description The following table describes the report fields:

Report Heading Description Database Item, Calculation, or

Split The name or number of the split selected for the

report.

syn(SPLIT)

Calls Waiting The number of split ACD calls waiting to be

answered. This includes calls that are in queue

and calls that are ringing at an agent voice

terminal. It does not include direct agent calls for

the Generic 3 switch.

INQUEUE+ INRING

Oldest Call

Waiting

The length of time (in seconds) the oldest ACD

call has waited in queue or ringing (at an agent

voice terminal) before being answered. This does

not include direct agent calls.

OLDESTCALL

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Split Status Report 3-128

Expected Wait

Time (Pri): Top

This heading contains EWT for the split at top

priority. EWT is the expected wait time for the

split when a new call is queued to the split at top

priority. EWT measures only the time it takes to

deliver the call to an agent. It does not include

ringing time.

CentreVu

CMS is connected to a switch

previous to the Generic 3 Version 4 switch or if

vectoring is not activated, the EWT headings and

columns are displayed, but the fields are blank.

EWTTOP

Expected Wait

Time (Pri): High

This heading contains EWT for the split at high

priority. EWT is the expected wait time for the

split when a new call queued to the split at high

priority. EWT measures only the time it takes to

deliver the call to an agent. It does not include

ringing time. If

CentreVu

CMS is connected to a

switch previous to the Generic 3 Version 4 switch

or if vectoring is not activated, the EWT headings

and columns are displayed, but the fields are

blank.

EWTHIGH

Expected Wait

Time (Pri):

Medium

This heading contains EWT for the split at

medium priority. EWT is the expected wait time

for the split when a new call is queued to the split

at medium priority. EWT measures only the time

it takes to deliver the call to an agent. It does not

include ringing time. If

CentreVu

CMS is

connected to a switch previous to the Generic 3

Version 4 switch or if vectoring is not activated,

the EWT headings and columns are displayed,

but the fields are blank.

EWTMEDIUM

Expected Wait

Time (Pri): Low

This heading contains EWT for the split at low

priority. EWT is the wait time for teh split when a

new call is queued to the split at low priority. EWT

measures only the time it takes to deliver the call

to an agent. It does not include ringing time. If

CentreVu

CMS is connected to a switch previous

to the Generic 3 Version 4 switch or if vectoring is

not activated, the EWT headings and columns

are displayed, but the fields are blank.

EWTLOW

Report Heading Description Database Item, Calculation, or

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Split Status Report 3-129

Agent Name The name(s) of the agent(s) assigned to the split

and logged in (or their login IDs if names have

not been assigned to them in Dictionary).

syn(LOGID)

State The current work mode (state) the agent is in,

such as AVAIL, ACD, ACW, AUX, DACD, DACW,

RINGING, UNKNOWN, OTHER, or UNSTAFF,

and the call direction (BLANK, IN, or OUT).

WORKMODE and DIRECTION

Split(s) The split associated with the call or the ACW

state when an agent is either on a split or direct

agent ACD call, or in the ACW state. If an agent

puts an ACD call on hold and makes an AUX call,

this is the split of the ACD call on hold. For

AUXIN calls and for AUXOUT calls made without

an ACD call on hold, this is the split the agent has

been logged into the longest. When the agent is

available, all of the splits the agent is available in

are listed.

WORKSPLIT WORKSPLIT2

WORKSPLIT3 WORKSPLIT4

((Generic 3 Version 2 and later

Generic 3 switches only)

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

VDN (Shows

data only if you

have purchased

the Vectoring

feature.)

The vector directory number is associated with

the ACD call in progress. If a name has been

assigned to the VDN in the Dictionary, the name

displays instead of the number.

VDN

Report Heading Description Database Item, Calculation, or

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Report 3-130

Split/Skill Report

Overview The Split/Skill report simultaneously displays real-time call-handling

information on a number of splits or skills. It allows the supervisor to

evaluate and compare the workload and call-handling performance

between splits/skills, and to determine agent reassignment. Additionally,

the supervisor can evaluate other ACD configuration alternatives which

can be used to balance workloads and reduce abandoned calls.

Things to know about

this report Here are some things you need to know about this report:

•You can enter a range or a list of splits/skills which the report will

cover. If you only want to view one split or skill, you may size the

window smaller.

•In this report, the OTHER state displays for agents who are on calls

or in after call work state for other splits or skills.

•For agents in split/skills with the many forced option of Multiple Call

Handling for Generic 3 Version 4 and later switches, a queued call is

not delivered to an agent position if there is no available call

appearance. If the agent has no available call appearance, then the

agent is either on a call or has all calls on hold. In either case, the

agent is not available.

•The database items used for the Report are stored in the csplit

table.

•This report uses the Split/Skill Report Input Window. Select a skill

that you want to view on the report. See Split/skill report input

fields (3-60) for more information.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Report 3-131

Split/Skill report example The following figure provides an example of the Split/Skill report:

Split/Skill report

description The following table describes the report fields:

Report

Heading Description Database Item, Calculation, or

Splits/Skills The name or number of the split(s)/(skill(s)

selected for the report.

syn(SPLIT)

Skill State The current state of the skill, compared to the

administered thresholds. This displays as Normal,

Overload 1, and Overload 2 on the report.

Requires

DEFINITY

ECS R6 or later with

CentreVu

Advocate.

SKSTATE

Calls Waiting The number of split or skill ACD calls waiting to be

answered. This includes calls that are in queue

and ringing at an agent voice terminal. It does not

include direct agent calls for the Generic 3 switch.

INQUEUE+ INRING

Oldest Call

Waiting

The length of time (in seconds) the oldest ACD call

has waited in queue or ringing (at an agent voice

terminal for each split/skill in the report) before

being answered. This does not include direct agent

calls.

OLDESTCALL

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Split/Skill Report 3-132

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

DEFINITY

ECS Generic 3 with ASAI only.

ANSTIME/ ACDCALLS

<AVG_ANSWER_SPEED>

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 (does not include hold time)

is calculated for all ACD calls to this split/skill. This

does not include talk 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

<AVG_ACD_TALK_TIME>

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).

ABNCALLS1-10

Avg Aban Time The average time a caller waited (in split/skill)

before hanging up.

ABNTIME / ABNCALLS

<AVG_ABANDON_TIME>

Agents Avail The current number of agents that are available to

receive ACD calls in each split/skill.

AVAILABLE

Agents Ringing The current number of agents that are available

and have ACD calls (including direct agent calls)

ringing at their voice terminal but have not yet

answered. If the agent places a call or answers an

extension call, the agent is shown in the AUX work

state, rather than in the ringing state.

AGINRING

Agents on ACD

Calls

The total number of agents that are connected to

inbound and outbound ACD calls in each split/skill.

This does not include agents on direct agent calls.

ONACD

Report

Heading Description Database Item, Calculation, or

Real-Time Reports

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Supervisor Version 8 Reports

Split/Skill Report 3-133

Agents in ACW The number of agents who are in the after call

work state for each split/skill. This includes agents

on ACWIN or ACWOUT calls and agents in ACW

not associated with an ACD call.

INACW

Agents in Other The current number of agent positions that are

doing other work.

For the Generic 3 switches with EAS, the agent did

one of the following activities while in the Auto-in or

Manual-In state:

•The agent put any call on hold and performed no

further action.

•The agent is on a direct agent call or in ACW for a

direct agent call.

•The agent is dialing to place a call or to activate a

feature.

•The agent has a ringing personal call, with no other

activity.

For the Generic 3 switches without EAS, agents

are logged into multiple splits and doing work for a

split other than this one.

Agent positions show up as OTHER directly after

the link to the switch comes up and directly after

the agents log in before the

CentreVu

CMS is

notified of the agent’s work state.

OTHER

Agents in AUX The current number of agents who are in the AUX

work mode for all splits/skills including agents who

are handling AUXIN or AUXOUT calls.

INAUX

Agents Staffed The total number of agents that are logged into

each split/skill.

STAFFED

Report

Heading Description Database Item, Calculation, or

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill by Location Report 3-134

Split/Skill by Location Report

Overview The Split/Skill by Location report supports the Agent Site Tracking feature

introduced with R3V8 CMS and R8 Supervisor. This report tracks agents

by their split/skill location ID.

The Split/Skill by Location report displays real-time agent call-handling

information on a single split or skill. It allows the supervisor to evaluate

the workload and call-handling performance on the split/skill, and to

determine agent reassignment.

Things to know about

this report Here are some things you need to know about this report:

•This report displays information on a single split/skill. Select the

split/skill location ID through the input window.

•This report shows the agents logged into a single split/skill.

•The database items used for the Report are stored in the cagent

table.

•This report is in table format.

•This report uses the Split/Skill Report Input Window. Select a skill

that you want to view on the report. See Split/skill report input

fields (3-60) for more information.

Split/Skill by Location

report example The following figure provides an example of the Split/Skill by Location

report:

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill by Location Report 3-135

Split/Skill by Location

report description The following table describes the report fields:

Report Heading Description Database Item, Calculation, or

Location ID The location ID(s) associated with the agent. This

ID is not associated with the agent personally, but

rather with the terminal the agent is logged into. It

is also associated with a port network location ID

DEFINITY

. If the Agent Site Tracking feature is

not available on your system, the field will not

display meaningful data.

LOC_ID

Agent Name The names or login IDs of the agents that logged

into the split/skill selected in the report input

window.

syn(LOGID)

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Supervisor Version 8 Reports

Split/Skill Top Agent Status Report 3-136

Split/Skill Top Agent Status Report

Overview This report is the same as the Skill Status Report, except that it only

shows status for agents for whom the selected skill is the top skill.

Things to know about

this report Here are some things you need to know about this report:

•This report shows information for agents with this skill as top skill

only.

•"Top Agents" are agents for whom the skill is their highest-level skill.

If agents have more than one skill at the highest level, then the first

one administered is the top skill.

•The EWT value is updated whenever a call queues to the skill. If no

call has queued for 2 minutes, CMS will request the switch to send

the current EWT values for the skill.

•You must have a Generic 3 switch with the EAS feature.

•The database items used for the Split/Skill Top Agent Status Report

are stored in the csplit and cagent tables.

•This report uses the Split/Skill Report Input Window. Select a skill

that you want to view on the report. See Split/skill report input

fields (3-60) for more information.

Split/Skill Top Agent

Status report example The following figure provides an example of the Split/Skill Top Agent

Status report:

Real-Time Reports

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Supervisor Version 8 Reports

Split/Skill Top Agent Status Report 3-137

Split/Skill Top Agent

Status report description The following table describes the report fields:

Report Heading Description Database Item, Calculation, or

Skill: The name or number of the skill selected for this

report.

syn(SPLIT)

Skill State The current state of the skill, compared to the

administered thresholds. This displays as

Normal, Overload 1, and Overload 2 on the

report. Requires

DEFINITY

ECS R6 or later with

CentreVu

Advocate.

SKSTATE

Calls Waiting The number of skill ACD calls waiting to be

answered. 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 length of time (in seconds) the oldest ACD

call has waited in queue or ringing (at an agent

voice terminal for each split/skill in the report)

before being answered. This does not include

direct agent calls.

OLDESTCALL

Expected Wait

Time (Pri): Top:

This heading contains EWT for the skill at top

priority. EWT is the wait time for the skill when a

call is queued to the split/skill at top priority. EWT

measures only the time it takes to deliver the call

to an agent. It does not include ringing time. If

CentreVu

CMS is connected to a switch previous

to the Generic 3 Version 4 switch or if vectoring is

not activated, the EWT headings and columns

are displayed, but the fields are blank. Exception

thresholds for EWT can be set from the

Exception command.

EWTTOP

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Supervisor Version 8 Reports

Split/Skill Top Agent Status Report 3-138

Expected Wait

Time (Pri): High:

This heading contains EWT for the skill at high

priority. EWT is the wait time for the skill when a

call is queued to the split/skill at high priority.

EWT measures only the time it takes to deliver

the call to an agent. It does not include ringing

time. If

CentreVu

CMS is connected to a switch

previous to the Generic 3 Version 4 switch or if

vectoring is not activated, the EWT headings and

columns are displayed, but the fields are blank.

Exception thresholds for EWT can be set from

the Exception command

EWTHIGH

Expected Wait

Time(Pri):

Medium:

This heading contains EWT for the skill at

medium priority. EWT is the wait time for the skill

when a call is queued to the split/skill at medium

priority. EWT measures only the time it takes to

deliver the call to an agent. It does not include

ringing time. If

CentreVu

CMS is connected to a

switch previous to the Generic 3 Version 4 switch

or if vectoring is not activated, the EWT headings

and columns are displayed, but the fields are

blank. Exception thresholds for EWT can be set

from the Exception command

EWTMEDIUM

Expected Wait

Time (Pri): Low:

This heading contains EWT for the skill at low

priority. EWT is the wait time for the skill when a

call is queued to the split/skill at low priority. EWT

measures only the time it takes to deliver the call

to an agent. It does not include ringing time. If

CentreVu

CMS is connected to a switch previous

to the Generic 3 Version 4 switch or if vectoring is

not activated, the EWT headings and columns

are displayed. Exception thresholds for EWT can

be set from the Exception command, but the

fields are blank.

EWTLOW

Agent Name The name(s) of the top agent(s) assigned to this

split/skill and logged in (or their login IDs if names

have not been assigned to them in Dictionary).

syn(LOGID)

Report Heading Description Database Item, Calculation, or

Real-Time Reports

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Supervisor Version 8 Reports

Split/Skill Top Agent Status Report 3-139

AUX Reason The reason associated with the auxiliary work

state of this agent (for example, lunch, break,

meeting, or training). This field is blank if the

agent is not in the AUX state.

syn(AUXREASON)

State The current work mode (state) the agent is in

(AVAIL, ACD, ACW, AUX, DACD, DACW,

RINGING, UNKNOWN, OTHER, UNSTAFF) and

the call direction (blank, IN, or OUT).

syn(WORKMODE) and

syn(DIRECTION)

Skill/Level When an agent is on a skill call, a direct agent

call, or in ACW mode, this is the skill associated

with the call or the ACW, and the level associated

with the skill.

WORKSKILL is the OLDEST_LOGON:

•When an agent is on an AUXIN/AUXOUT call

from the available state, while in AUX, or with an

AUXIN/AUXOUT call on hold

•When an agent is on an AUXIN call with an ACD

call on hold.

•When an agent is on an AUXOUT call with an

ACD call on hold, this is the skill associated with

the ACD call.

•When an agent is available, in AUX, or in OTHER,

this is blank.

WORKSKLEVEL is the skill level (ranging from 1

to 16) or the reserve level (R1 or R2) associated

with WORKSKILL.

WORKSKILL/

syn(WORKSKLEVEL)

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

VDN Name

(Shows data

only if you have

purchased the

Vectoring

feature.)

The number or name of the VDN for which the

report shows data. The Vector Directory Number

is associated with the ACD in progress. If a name

has been assigned to the VDN in the Dictionary,

the name displays instead of the number.

syn(VDN)

Report Heading Description Database Item, Calculation, or

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Agent Status by Location Report 3-140

Split/Skill Agent Status by Location Report

Overview This report shows the agent status on a selected skill, by location ID. This

report supports the agent site tracking feature, and this feature must be

enabled to view meaningful data on the report

Things to know about

this report Here are some things you need to know about this report:

•This report shows information for agents in this skill by their terminal

location ID.

•This report includes information on agent roles, skill state, agent

extensions, location IDs, and skill level or percent allocation per

agent.

•You must have a Generic 3 switch with the EAS feature.

•The database items used for the Split/Skill Top Agent Status Report

are stored in the cagent tables.

•This report uses the Split/Skill Report Input Window. Select a skill

that you want to view on the report and a location ID to sort by. See

Split/skill report input fields (3-60) for more information.

Real-Time Reports

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Supervisor Version 8 Reports

Split/Skill Agent Status by Location Report 3-141

Split/Skill Agent Status

by Location report

example

The following figure provides an example of the Split/Skill Agent Status

by Location report:

Split/Skill Agent Status

by Location report

description

The following table describes the report fields for the time period covered

by the report.

Report

Heading Description Database Item,

Calculation, or

Split/Skill The name or number of the split/skill that is selected for

this report. You can make these selections in the report

input window.

syn(SPLIT)

Location ID The location ID(s) associated with the agent. This ID is

not associated with the agent personally, but rather with

the terminal the agent is logged into. It is also

associated with a port network location ID on

DEFINITY

. If the Agent Site Tracking feature is not

available on your system, the field will not display

meaningful data.

LOC_ID

Agents in

ACW

The total number of agents currently in ACW for this

skill.

select count(*) where split =

$input and LOC_ID = $input

and WORKMODE = ACW

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Split/Skill Agent Status by Location Report 3-142

Agents on

ACD Calls

The total agents currently on ACD calls in this skill. select count(*) where split =

$input and LOC_ID = $input

and WORKMODE = ACD

Agents in AUX The total agents currently in AUX work in this skill. select count(*) where split =

$input and LOC_ID = $input

and WORKMODE = AUX

Agents in

Other

The total number of agents doing other work in this skill.

For all switches "other" time is accumulated when:

•An agent first logs into the switch.

CentreVu

CMS tracks

the agent time as "other" time until the switch notifies

CentreVu

CMS of the agent’s state

•The link between CMS and the switch becomes

operational. The switch notifies CMS of all agents who

are logged in. CMS assumes these agents are in the

"other" state until the switch sends it notification of each

agent’s current state.

select count(*) where split =

$input and LOC_ID = $input

and WORKMODE =

OTHER

Agents in

Other (Contd.)

For Generic 3 switches, "other" time is accumulated

when agents in Auto-In or Manual-In:

•Put any call on hold while not doing any other activity

•Dialed to place a call or to activate a feature

•Had a personal call ringing with no other activity

•Were available for other, multiple call handling skills, but

not for this skill

•Were logged into multiple splits/skills and were doing

work for a split/skill other than this split/skill (on an ACD

call or in call-related ACW).

select count(*) where split =

$input and LOC_ID = $input

and WORKMODE =

OTHER

Agents Staffed The total number of agents currently staffed for this

skill.

select count(*) where split =

$input and LOC_ID = $input

Agents Avail The total number of agents currently available in this

split/skill

select count(*) where split =

$input and LOC_ID = $input

and WORKMODE = AVAIL

Agents

Ringing

The total number of agents in this skill with calls

currently ringing.

select count(*) where split =

$input and LOC_ID = $input

and WORKMODE = RING

Agent Name The names or login IDs of the agents that logged into

the split/skill selected in the report input window.

syn(LOGID)

Extn The agent’s terminal extension number. EXTENSION

Report

Heading Description Database Item,

Calculation, or

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Supervisor Version 8 Reports

Split/Skill Agent Status by Location Report 3-143

Role The Agent’s service role for this SKILL, based on call

handling preference and skill level.

ROLE

Percent The Agent’s percent allocation for this SPLIT. Requires

DEFINITY

ECS R6 with

CentreVu

Advocate.

PERCENT

AUX Reason The reason the agent is in AUX on this skill. AUXREASON

State The agent’s state on this skill; for example, in AUX, in

ACW, in OTHER.

AWORKMODE,

WORKSKILL

Direction The agent’s direction on this skill, IN or OUT. DIRECTION

Split/Skill The name or number of the split/skill that is selected for

this report. You can make these selections in the report

input window.

syn(SPLIT)

Level The agent's skill level on this skill, 1–16, r1 or r2. WORKSKLEVEL

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 fromAUX to

AUXOUT to AUX, AGTIME continues without resetting.

AGTIME

Report

Heading Description Database Item,

Calculation, or

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Trunk Group Report 3-144

Trunk Group Report

Overview

Purpose The Trunk Group Report gives you the current status of each trunk in a

selected trunk group.

Organization of this

section This section contains the following topics:

•Trunk Group Report Selector Window and Input Fields (3-145)

•Trunk Group Report (3-146).

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Trunk Group Report Selector Window and Input Fields 3-145

Trunk Group Report Selector Window and Input Fields

Overview The trunk/trunk group selector window is where you specify which trunks

or trunk groups will appear in the report

Trunk Group report

selector window This figure is an example of the Trunk Group Report selector window:

Trunk Group report input

fields The following table describes the input fields on real-time Trunk Group

report input windows. The report input window must be filled in to run the

report:

Field Definition

Trunk group: Enter the trunk group name or number that you want to view in this

report. Any name(s) that you want to appear on the report must have

been previously defined and entered in the Dictionary subsystem.

Refresh Every <#> seconds: Enter the number of seconds (3 to 600) to specify how rapidly

CentreVu

CMS should update the report data. The default for the

Refresh Every <#> 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 the Enable Report Thresholds option to start the report with

report thresholds running. Uncheck the option if you do not want to

run report thresholds.

Run Minimized Check the Run Minimized option to run the report in a minimized

window. Uncheck the option to run the report at full size.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Trunk Group Report 3-146

Trunk Group Report

Overview The Trunk Group report displays the current status of each trunk in a

selected trunk group. This information is useful in identifying overused or

underused facilities and in general troubleshooting.

Things to know about

this report Here are some things you need to know about this report:

•The database items used for the Trunk Group report are stored in

the ctkgrp table.

•This report uses the Trunk Group input window. See Trunk Group

report input fields (3-145) for more information.

Trunk Group report

example The following figure provides an example of a Trunk Group report:

Trunk Group report

description The following table describes the report fields:

Report Heading Description Database Item, Calculation, or

Trunk Group

Name

The trunk group name or number for which the

report was requested.

syn(TKGRP)

Trunk The trunk equipment location assigned to this

trunk.

EQLOC

State The current state of the trunk (IDLE, CONN,

QUEUED, SEIZED, MBUSY, HOLD, UNKNOWN,

DABN, FBUSY, FDISC, RING).

TKSTATE

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Trunk Group Report 3-147

Direction The direction in which the trunk is carrying the

current call (in or out).

DIRECTION

Time The time that the trunk has spent in the current

state.

DURATION

Agent Name The name of the agent handling the current call

on the trunk.

syn(LOGID)

Extn The extension number that is associated with the

current call on the trunk.

EXTENSION

Split/Skill The split/skill number that is associated with the

current call on the trunk.

SPLIT

VDN Name

(Shows data

only if you have

the Vectoring

feature)

The number or name of the VDN for which the

report shows data. The Vector Directory Number

is associated with the ACD call in progress. If a

name has been assigned to the VDN in the

Dictionary, the name displays instead of the

number.

VDN

Report Heading Description Database Item, Calculation, or

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Supervisor Version 8 Reports

VDN Reports 3-148

VDN Reports

Overview

Purpose The VDN reports give you the following specific information about VDNs:

•The wait times of incoming calls answered/connected and

abandoned for a VDN during the current interval.

•How calls to the specified VDN are being handled.

•The number of calls handled by each of the VDN skill preferences

and information about call handling.

•The current overall status of the VDNs you select.

Organization of this

section This section contains the following topics:

•General Information About Split/Skill Reports (3-59)

•VDN Report Selector Window and Input Fields (3-150)

•VDN Call Profile Report (3-152)

•VDN Graphical Call Profile Report (3-156)

•VDN Skill Preference Report (3-159)

•VDN Report (3-161).

Real-Time Reports

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Supervisor Version 8 Reports

General Information About VDN Reports 3-149

General Information About VDN Reports

Organization of VDN

reports The following list shows how the VDN reports are organized in

CentreVu

Supervisor:

•Call Profile

•Graphical Call Profile

•Skill Preference

•Report.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

VDN Report Selector Window and Input Fields 3-150

VDN Report Selector Window and Input Fields

Overview The VDN report selector window and the VDN report input window are

used to run the VDN reports described in this section.

VDN report selector

window The following figure is an example of the VDN Report Selector window.

The reports are explained in the same order as listed in the window:

VDN report input fields The reports in this section use the VDN Reports Input Window. Specific

input information is included with the reports. The report input window

must be filled in to run the report. The following table describes the input

fields on real-time VDN report input windows:

Field Definition

VDN: Fill in the VDN(s) names(s) or number(s) for which you want to run

the report. You can enter a VDN name only if the name has been

defined in the Dictionary.

Refresh Every <#> seconds: Enter the number of seconds (3 to 600) to specify how frequently

CentreVu

CMS should update the report data. The default for the

Refresh Every <#> 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.

Real-Time Reports

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Supervisor Version 8 Reports

VDN Report Selector Window and Input Fields 3-151

Enable Report Thresholds Check the Enable Report Thresholds option to start the report with

report thresholds running. Uncheck the option if you do not want to

run report thresholds.

Run Minimized Check the Run Minimized option to run the report in a minimized

window. Uncheck the option to run the report at full size.

Field Definition

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

VDN Call Profile Report 3-152

VDN Call Profile Report

Overview This report, which is available only for customers who have the Vectoring

feature, displays the numbers of answered/connected and abandoned

calls to the specified VDN within the administered service level

increments. It also displays the percentage of calls answered or

connected within the acceptable service level.

In order to run this report the Vectoring feature must be enabled.

Things to know about

this report Here are some things you need to know about this report:

•Calls are displayed in ten separate columns, with each column

representing a progressively longer wait time for the call. For

example, the first field shows calls that were answered in less than

or equal to PERIOD1 seconds, the second field shows calls that

were answered in less than or equal to PERIOD2 seconds, but

greater than PERIOD1 seconds, and so on.

•You can only run this report if the Vectoring feature has been

purchase and authorized for you to use.

•The database items used for the VDN Call Profile report are stored

in the cvdn table.

•This report uses the VDN Report Input Window. Select a VDN that

you want to view on the report. See VDN report input fields (3-150) for

more information.

Prerequisite System

Administration You must first define your acceptable service level and service level

increments for this VDN in the VDN Call Profile Setup window. If you do

not define your service level and increments, zero (0) is used for all

increments (therefore, all calls appear in the first increment).

Reference

For more information, see the "Call Center Administration" chapter of the

CentreVu Call Management System Release 3 Version 8 Administration

585-210-910

document.

Real-Time Reports

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Supervisor Version 8 Reports

VDN Call Profile Report 3-153

VDN Call Profile report

example The following figure provides an example of a VDN Call Profile report:

VDN Call Profile report

description This table describes the report fields:

Report Heading Description Database Item, Calculation, or

VDN (Shows

data only if you

have purchased

the Vectoring

feature.)

The number or name of the VDN for which the

report shows data (selected in the report input

window).

VDN

% Within Service

Level

Percentage of calls to the VDN that were

answered/connected within the service level (as

specified in the VDN Call Profile Setup window).

Calls to the VDN may result in ACD calls, direct

agent calls, and non-ACD calls.

100 * ( ACCEPTABLE /

INCALLS)

<PERCENT_SERV_LVL_VDN>

Seconds The size of each service level increment is

measured in seconds. Each increment of

seconds represents a progressively longer wait

time segment during which calls may be

answered or abandoned, and each increment

can be a different length. These increments are

defined in the Call Center Administration VDN

Call Profile Setup window.

PERIOD1-9

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

VDN Call Profile Report 3-154

ACD + Conn

Calls:

Number of calls to the VDN that were answered

by an agent or connected to a non-ACD

destination within each of the service level

increments. this includes direct agent calls. With

Generic 3 switches, connected means calls that

are answered at a non-ACD destination.

ANSCONNCALLS1-10

Aban Calls: Number of calls to the VDN that were abandoned

within each of the service level increments. This

includes direct agent calls and calls that were

abandoned while queued to a split/skill or while

ringing a voice terminal. For Generic 3 switches,

this includes all VDN calls abandoned. For

Generic 3 with the ASAI feature switches, this

also includes the number of outbound calls for

each split/skill that abandoned before an agent

answered at the far end.

ABNCALLS1-10

ACD + Conn

Calls (total):

Total number of calls to the VDN (including direct

agent calls) that were answered by an agent or

were connected to a non-ACD destination. With

Generic 3 switches, connected means calls that

are answered at a non-ACD destination.

ACDCALLS +

CONNECTCALLS

Avg Speed of

Ans + Conn:

The average time, in minutes and seconds, that

calls to the VDN completed during this interval

waited before being answered by an agent or

connected (to a non-ACD destination). This

includes direct agent calls (Generic 3 only), non-

ACD calls, and calls answered by AUDIX and

Message Center agents, but only includes calls

that were processed by the VDN. This includes

ringing time for all calls.

( ANSTIME + CONNECTTIME)

/ ( ACDCALLS +

CONNECTCALLS)

% Ans + Conn: Percentage of calls (which may includes direct

agent calls) to the VDN completed during this

interval that were answered or connected within

the administered service level increments. This

includes direct agent calls. With Generic 3

switches, connected means calls that are

answered at a non-ACD destination.

100*(( ACDCALLS +

CONNECTCALLS) / INCALLS

Report Heading Description Database Item, Calculation, or

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

VDN Call Profile Report 3-155

Aban Calls

(total):

Total number of calls to the VDN that were

abandoned. This includes direct agent calls and

calls that were abandoned while queued to a

split/skill or while ringing a voice terminal.

ABNCALLS

Avg Aban Time: The average time calls waited in VDN before

hanging up.

ABNTIME / ABNCALLS

<AVG_ABANDON_TIME>

% Aban: Percentage of calls to the VDN that were

abandoned.

100*( ABNCALLS / INCALLS)

Report Heading Description Database Item, Calculation, or

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

VDN Graphical Call Profile Report 3-156

VDN Graphical Call Profile Report

Overview This report shows how calls to the VDN you specify are being handled

compared to your call center’s predefined acceptable service level. Call

center supervisors can use this report to look at VDN calls answered

within the acceptable service level and service interval answer and

abandons.

This report is available on switches with the Call Vectoring feature.

Things to know about

this report Here are some things to know about this report:

•You can access this report from the Real-Time VDN Category

selector menu.

•This report contains two charts, a three-dimensional pie chart and a

stacked area graph. A legend is located to the right of each chart.

The three-dimensional pie chart contains the percentage of ACD

calls answered within the predefined acceptable service level and

the percentage of ACD calls answered outside this level. The VDN

selected for the report and the predefined acceptable service level

are displayed above this chart.

The stacked area graph contains the following information:

•The number of ACD calls answered and abandoned within each

service interval.

•The x-axis represents each of the defined service intervals in

seconds, and the y-axis represents the number of ACD calls

answered/abandoned within each of the defined service levels.

•The number displayed for each service interval is the upper limit of

the interval. For example, if the first two intervals are "5" and "10,"

the first data point on the graph shows the number of calls

answered/abandoned within 0-5 seconds, and the second data point

shows the number of calls answered/abandoned within 6-10

seconds.

•The chart type can be changed. See Chapter 2: "Using Reports" in

this document for more information.

•The database items used for the VDN Graphical Call Profile report

are stored in the cvdn table.

•This report uses the VDN Report Input Window. Select a VDN that

you want to view on the report. See VDN report input fields (3-150) for

more information.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

VDN Graphical Call Profile Report 3-157

VDN Graphical Call

Profile report example The following figure provides an example of the VDN Graphical Call

Profile Report:

VDN Graphical Call

Profile report description The following table describes the report fields:

Report Heading Description Database Item, Calculation, or

VDN: (Shows

data only if you

have purchased

the vectoring

feature.)

The number or name of the VDN for which the

report shows data.

VDN or syn(VDN)

% Within Service

Level

Percentage of calls to the VDN that were

answered/connected within the service level (as

specified in the VDN Call Profile Setup window).

Calls to the VDN may result in ACD, direct agent

calls, and non-ACD calls.

<PERCENT_SERV_LVL_VDN

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

VDN Graphical Call Profile Report 3-158

% Outside

Service Level

Percentage of VDN ACD calls that were not

answered by an agent within the predefined

acceptable service level. Calls that were not

answered may include forced busy calls, forced

disconnect calls, calls redirected to another

destination, and calls queued to more than one

VDN and answered in another VDN.

< <100--PERCENT_

SERV_LVL_VDN>

Service Interval -

Seconds

The size of each service level increment is

measured in seconds. Each increment of

seconds represents a progressively longer wait

time segments during which calls may be

answered or abandoned, and each increment

can be a different length. These increments are

defined in the call Center Administration VDN

Call Profile Setup window.

PERIOD1-9

ACD + Conn

Calls:

The number of calls to the VDN that were

answered by an agent or connected to a non-

ACD destination within each of the service level

increments. Calls in each increment are

represented by color-coded area (see legend).

ANSCONNCALLS1-10

Seconds: Shows the current setting for the Acceptable

Service Level, in seconds, as defined on the Call

Center Administration: VDN Call Profile Setup

window)

SERVICELEVEL

Aban Calls: The number of calls to the VDN that were

abandoned within each of the service level

increments. This includes direct agent calls and

calls that were abandoned while queued to a

split/skill or while ringing a voice terminal. For all

Generic 3 switches, this is all VDN calls

abandoned. For Generic 3 with the ASAI feature

switches, this also includes the number of

outbound calls for each split/skill that abandoned

before an agent answered at the far end.

ABNCALLS1-10

Report Heading Description Database Item, Calculation, or

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

VDN Skill Preference Report 3-159

VDN Skill Preference Report

Overview This report, which is only available for customers who have the Vectoring

and EAS features, displays information about call handling for the VDN

as a whole and lists the number of calls handled by each of the VDN skill

preferences.

In order to run this report, the Vectoring and EAS features must be

enabled.

Things to know about

this report Here are some things you need to know about this report:

•This report is only available if the Vectoring and EAS features have

been purchased and authorized for you to use.

•This report displays data on the handling of calls to the VDNs by

VDN skill preference.

•If a specific skill in the vector is also administered as a VDN skill

preference for the associated VDN, data for that skill preference

shows in this report.

•The database items used for the VDN Skill Preference report are

stored in the cvdn table.

•This report uses the VDN Report Input Window. Select a VDN that

you want to view on the report. See VDN report input fields (3-150) for

more information.

VDN Skill Preference

report example The following figure provides an example of the real-time VDN Skill

Preference report:

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

VDN Skill Preference Report 3-160

VDN Skill Preference

report description The following table describes the report fields:

Report Heading Description Database Item, Calculation, or

VDN Name

(Shows data

only if you have

purchased the

Vectoring

Feature.)

The number or name of the VDN for which the

report shows data.

VDN

Inbound Calls Number of calls offered to the VDN since the start

of the interval and that completed during the

interval.

INCALLS

ACD Calls The number of split/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 split/skill,’’ "route to’’ split/

skill, and "adjunct routing’’ to split/skill or direct

agent.

ACDCALLS

Avg Speed Ans The average speed of the answer for split/skill

and direct agent ACD calls to the VDN that were

completed during the reporting period.

ANSTIME / ACDCALLS

<AVG_ANSWER_SPEED>

Avg ACD Time The average talk time (not including hold time) for

all ACD calls (which may included direct agent

calls) completed during this interval that were

processed by the VDN.

ACDTIME / ACDCALLS

<AVG_ACD_TALK_TIME>

Avg ACW Time Average time agents spent in after call work

associated with ACD calls to this VDN that were

completed during this interval. (This does not

include after call work time not associated with

ACD calls.

ACWTIME/ ACDCALLS

<AVG_ACW_TIME>

Aban Calls Number of calls to the VDN during this interval

that hung up during this interval.

ABNCALLS

Avg Aban Time The average time calls waited (in VDN) before

hanging up.

ABNTIME / ABNCALLS

<AVG_ABANDON_TIME>

(1st., 2nd., 3rd.)

Skill ACD Calls

Number of completed ACD calls to the VDN

answered by agents in each of the three VDN

skill preferences.

SKILLCALLS1 SKILLCALLS2

SKILLCALLS3

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

VDN Report 3-161

VDN Report

Overview This report, which is only available for customers who have the Vectoring

feature, displays information about how calls to the specified VDNs are

being handled during the current interval.

In order to run this report, the Vectoring feature must be enabled.

Things to know about

this report Here are some things you need to know about this report:

•You can only run this report if the Vectoring feature has been

purchased and authorized for you to use.

•The database items used for the VDN Report are stored in the

cvdn table.

•This report uses the VDN Reports Input Window. See VDN report

input fields (3-150) for more information.

VDN report example The following figure provides an example of a VDN Report:

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

VDN Report 3-162

VDN report description The following table describes the report fields:

Report Heading Description Database Item, Calculation, or

VDN The number or name of the VDN for which the

report shows data.

VDN

Calls Waiting Number of calls (which may include non-ACD

and direct agent calls) to the VDN that are

currently being processed by the vector, are in

queue, or are ringing at an agent’s voice terminal.

INPROGRESS - ATAGENT

Oldest Call

Waiting

Length of time the oldest call currently waiting in

the VDN has been waiting.

OLDESTCALL

Avg Speed Ans The average speed of answer for split/skill and

direct agent ACD calls to the VDN that were

completed during the reporting period.

ANSTIME / ACDCALLS

<AVG_ANSWER_SPEED>

Aban Calls The number of calls to the VDN that hung up

during this interval.

ABNCALLS

Avg Aban Time The average time calls waited (in split/skill or

VDN) before hanging up.

ABNTIME / ABNCALLS

<AVG_ABANDON_TIME>

ACD Calls The number of calls to the VDN completed during

the interval that were answered by an agent. This

includes calls from "queue to main," "check

backup," "messaging split/skill," "route to split

skill," and "adjunct routing" to split/skill or direct

agent.

ACDCALLS

Avg ACD Time The average talk time (not including hold time) for

all ACD calls (which may include direct agent

calls) completed during the interval that were

processed by the VDN.

ACDTIME / ACDCALLS

<AVG_ACD_TALK_TIME>

Busy + Disc

Calls

Number of calls offered to the VDN that received

a forced busy signal or forced disconnect.

BUSYCALLS + DISCCALLS

<BUSY_DISCONNECT>

Flow In Number of calls that were redirected to this VDN

via a "route to" VDN. Calls are counted

regardless of whether they remained connected

to the VDN, were abandoned, or were routed to

some other destination.

INFLOWCALLS

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

VDN Report 3-163

Flow Out The number of calls to this VDN that were

redirected to another VDN or a destination

outside the switch by way of a "route to’’ or

"adjunct routing’’ command (Generic 3 switches

only). This does not include calls redirected to

another vector by way of a "go to vector’’

command, because those calls stay in the same

VDN.

OUTFLOWCALLS

Active VDN Calls Number of calls currently active in a VDN. This

only includes incoming trunk calls directly to the

VDN, but it does not include internal calls,

transfers, or calls routed or redirected to the VDN

through another VDN. A call is considered active

in a VDN from the time that the call routes to the

VDN until all parties on the call have been

dropped and the call is released. If

CentreVu

CMS is connected to a switch release earlier than

Generic 3 Version 4 or the vectoring feature is not

enabled, then the Active VDN Calls column is

displayed, but the fields are blank.

ACTIVECALLS

Report Heading Description Database Item, Calculation, or

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Vector Report 3-164

Vector Report

Overview

Purpose The Vector report displays the information about how calls to the

specified vectors are being handled during the current interval.

Organization of this

section This section contains the following topics:

•Vector Selector Window and Input Fields (3-165)

•Vector Report (3-166).

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Vector Selector Window and Input Fields 3-165

Vector Selector Window and Input Fields

Overview The vector selector window is where you specify which vectors will

appear in the report

Vector report selector

window The following figure is an example of the Vector Report selector window:

Vector report input fields The following table describes the input fields on real-time Vector report

input windows. The report input window must be filled in to run the report:

Field Definition

Vector(s): Enter the name(s) or number(s) of the vector(s) for which you want

to run the report. You can enter a vector name only if the name has

been defined in the Dictionary.

Refresh Every <#> seconds: Enter the number of seconds (3 to 600) to specify how frequently

CentreVu

CMS should update the report data. The default for the

Refresh Every <#> 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 the Enable Report Thresholds option to start the report with

report thresholds running. Uncheck the option if you do not want to

run report thresholds.

Run Minimized Check the Run Minimized option to run the report in a minimized

window. Uncheck the option to run the report at full size.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Vector Report 3-166

Vector Report

Overview The Vector report displays information about how calls to the specified

vectors are being handled during the current interval.

Things to know about

this report Here are some things you need to know about this report:

•The database items used for the Vector Report are stored in the

cvector table.

•This report uses the Vector Report Input window. Select the vectors

that you want to view on the report. See Vector Selector Window and

Input Fields (3-165) for more information.

Vector report example The following figure provides an example of a Vector Report:

Vector report description The following table describes the report fields:

Report Heading Description Database Item, Calculation, or

Vector or Vector

Name

Number or name of the vector for which the

report shows data (selected in the report input

window).

VECTOR

Calls Wait Number of calls (which may include ACD and

direct agent calls) that are currently being

processed by the vector. This includes calls

ringing a voice terminal.

INPROGRESS

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Vector Report 3-167

Avg Speed Ans The 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. It does not

include hold time.

ANSTIME / ACDCALLS

<AVG_ANSWER_SPEED>

Aban Calls Number of calls that were abandoned while being

processed by this vector. This includes direct

agent calls and calls that were abandoned while

queued to a split/skill or while ringing a voice

terminal.

ABNCALLS

Avg Aban Time The average time a caller waited before hanging

up.

ABNTIME / ABNCALLS

<AVG_ABANDON_TIME>

ACD Calls The number of calls that were processed by the

vector and answered by an agent. This includes

direct agent calls for Generic 3 switches and the

ECS, and it does includes ACD calls placed by

an adjunct (also called outbound predictive

dialing), for the Generic 3 switches with the ASAI

feature only.

ACDCALLS

Busy + Disc

Calls

Number of calls offered to the vector that

received a forced busy signal or forced

disconnect.

BUSYCALLS + DISCCALLS

<BUSY_DISCONNECT>

Flow In Number of calls that were redirected from within

the switch to this vector . Calls are counted

regardless of whether they were answered while

being processed by the vector, were abandoned,

or were routed to some other destination.

INFLOWCALLS

Flow Out The number of calls to this vector that were

redirected to another vector or a destination by

way of a "route to’’, "go to vector’’ or "adjunct

routing’’ command (Generic 3 switches only).

This includes calls routed to destinations within

and outside the switch. Calls that route to a split/

skill are not considered vector flow out calls, but

are still tracked in the vector.

OUTFLOWCALLS

Report Heading Description Database Item, Calculation, or

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Drill-Down Reports 3-168

Drill-Down Reports

Overview

Purpose Supervisor reports allow you to "drill-down" to very detailed information

from a variety of places. A "drill-down" report is a report that gives you

very specific information on an agent or a work state in a split/skill.

Organization of this

section This section contains the following topics:

•General Information About Drill-Down Reports (3-169)

•Drill-Down Top Agent Work State Report (3-170)

•Drill-Down Work State Report (3-174).

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

General Information About Drill-Down Reports 3-169

General Information About Drill-Down Reports

Drill-down report access You can access drill-down reports in the following ways:

•Double click on an element in a report that allows you to access a

drill-down report

•Single click on an element in a report that allows you to access a

drill-down report and then using the right mouse button menu to

select a specific drill-down report

•Use the Tools menu to select any of the drill-down reports that are

accessible from the currently running report.

Location ID as a report

field If you use a customer-created drill-down report to view information

related to

CentreVu

Advocate and that report uses Location ID as an

input field, a completely new drill-down report will display. This report will

differ from the current set of drill-down reports and will include agent

location ID as a report field.

Drill-down reports will only contain Location ID if the report you drilled

down from uses Location ID as an input.

Finding drill-down

information You can tell if the report you are currently running accesses a drill-down

report(s) (and which drill-down reports are available) by moving the

mouse cursor over information on the report and reading the status bar at

the bottom left-hand side of the report window.

Drill-Down report types There are two basic elements on reports from which you can access drill-

down reports:

•Agent names, Login IDs or Location IDs- drill-down to agent-specific

information reports

•Work states (AUX, Avail, ACD, ACW, Ring, Other) - drill-down to

work state reports or AUX Agents reports (ECS only).

Modifying drill-down

reports Drill-down reports can only be modified if they are run from the Reports

Selector window. They cannot be modified if they are accessed from

another report or agent work state.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Drill-Down Top Agent Work State Report 3-170

Drill-Down Top Agent Work State Report

Overview This report shows top agents who are in the specified work state and the

time in the state. In addition, this report shows all of the agents that are

staffed even if they are not in a particular state for the specified split/skill.

This report is available on all

DEFINITY

ECS or later switch releases with

EAS.

Accessing the report You can only access this report by drilling down from work states (AVAIL,

ACD, ACW, RINGING, and OTHER) or Location ID on other Real-Time

Top Agent reports (for example, from the Real-Time Graphical Top Skill

Status report) except for the AUX work state which requires

DEFINITY

ECS with EAS.

This report will only contain Location ID if the report you drilled down from

uses Location ID as an input.

When you drill down to this report from another report, this report shows

all of the top agents in that particular work state for that split or skill only.

Report contents This report contains:

•A table with a row for each top agent currently in the selected work

state.

•Top agent name, login ID, time in state, split/skill, and the skill level

and role in the skill in which the agent is active in each row of the

table.

•The user will be able to specify sort by agent name, login ID, time in

state, split/skill, skill level and role.

•The user will be able to specify a primary and a secondary sort key.

By default, the table will be sorted by split/skill for the primary sort, then

by time in state (in descending order) for the secondary sort.

Report use From this report, you can drill down to Real-Time or Integrated Agent

Information reports.

Call Center Supervisors can use this report to look at all the top agents in

a particular work state, and to see how long an agent has been in this

work state, the skill for which they are occupied, the skill level assigned to

the agent for this skill, and the role the agent has in this skill.

You cannot customize this report.

Database items The database items used for this report are stored in the csplit and

cagent tables.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Drill-Down Top Agent Work State Report 3-171

Drill-down Top Agent

Work State report

example

The following figure provides an example of the Top Agent Work State

report:

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Drill-Down Top Agent Work State Report 3-172

Drill-down Top Agent

Work State report

description

The following table describes the report fields:

Report Heading Description Database Item, Calculation, or

Skill: The name or number of the skill (up to 20

characters) that is selected for this report.

syn( SPLIT)

Skill State The current state of the skill, compared to the

administered thresholds. This displays as

Normal, Overload 1, and Overload 2 on the

report. Requires

DEFINITY

ECS R6 or later with

CentreVu

Advocate.

SKSTATE

Agent state The current work mode for this agent. Values

include Avail, ACD, ACW, AUX, DACD, DACW,

RINGING, UNKNOWN, OTHER, AND

UNSTAFF.

AWORKMODE + DIRECTION

Agent Name The name (or agent IDs if the names have not

been assigned in the Dictionary) of the agents

assigned to this split/skill and logged in.

syn(LOGID)

Location ID The location ID(s) associated with the agent.

This ID is not associated with the agent

personally, but rather with the terminal the agent

is logged into. It is also associated with a port

network location ID on

DEFINITY

. If the Agent

Site Tracking feature is not available on your

system, the field will not display meaningful data.

LOC_ID

Role Agent’s service role for this SPLIT, as defined in

the Dictionary. Requires ECS R6 or later with

CentreVu

Advocate.

syn(ROLE)

Real-Time Reports

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Supervisor Version 8 Reports

Drill-Down Top Agent Work State Report 3-173

Active Skill This skill is active when the agent is:

•On a split/skill, on a direct agent ACD call, or in

ACW. This is the split/skill associated with the call

or ACW.

•Available, in AUX or in OTHER state. This is null

(blank).

•On an AUXIN/AUXOUT call. This is the

OLDEST_LOGIN split/skill.

•On an AUXIN/AUXOUT call from the available

state, while in AUX or with 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.

•On an AUXIN call with an ACD call on hold. This

is the OLDEST_LOGON split/skill.

•On an AUXOUT call with an ACD call on hold.

This is the split/skill associated with the ACD call.

WORKSKILL differs from WORKSPLIT only in

the case that the agent is available. In this case,

WORKSKILL will be blank AND WORKSPLIT will

contain one of the split/skills in which the agent is

available.

syn(WORKSKILL)

Level The skill level (1-16, R1or R2) associated with

the SKILL.

syn(LEVEL)

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 fromAUX to AUXOUT to AUX,

AGTIME continues without resetting.

AGTIME

Report Heading Description Database Item, Calculation, or

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Drill-Down Work State Report 3-174

Drill-Down Work State Report

Overview This report shows all of the agents who are in the specified work state

and the time in state.

This report is available on all switches.

Accessing the report You can only access this report by drilling down from work states (AVAIL,

ACD, ACW, AUX, RINGING, and OTHER) or Location ID on other Real-

Time reports (for example, from the Real-Time Graphical Status report).

This report will only contain Location ID if the report you drilled down from

uses Location ID as an input.

From this report, you can drill down to Real-Time or Integrated Agent

Information reports.

Report contents This report contains:

•A table with a row for each top agent currently in the selected work

state.

•Agent name, login ID, time in state, split/skill, and the skill level and

role for the skill in which the agent is active in each row of the table.

•The user will be able to specify sort by agent name, login ID, time in

state, split/skill, and skill level.

•The user will be able to specify a primary and a secondary sort key.

By default, the table will be sorted by split/skill for the primary sort, then

by time in state (in descending order) for the secondary sort.

Report Use When you drill down to this report from another report, this report shows

all of the agents in that work state for that split or skill only.

Call Center Supervisors can use this report to look at all agents in a

particular work state, and to see how long an agent has been in this work

state, the split/skill for which they are occupied, the skill level assigned to

the agent for this skill, and the role the agent has in this skill.

You cannot customize this report.

Database Items The database items used for this report are stored in the csplit and

cagent tables.

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Drill-Down Work State Report 3-175

Drill-down Work State

report example The following figure provides an example of the Work State report:

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Drill-Down Work State Report 3-176

Drill-down Work State

report description The following table describes the report fields:

Report Heading Description Database Item, Calculation, or

Split/Skill The name or number of the skill that is selected

for this report.

syn( SPLIT)

Skill State The current state of the skill, compared to the

administered thresholds. This displays as

Normal, Overload 1, and Overload 2 on the

report. Requires

DEFINITY

ECS R6 or later with

CentreVu

Advocate.

SKSTATE

Agent state The current work mode for this agent. Values

include AVAIL, ACD, ACW, AUX, DACD, DACW,

RINGING, UNKNOWN, OTHER, AND UNSTAFF.

AWORKMODE + DIRECTION

Agent Name The name (or agent IDs if the names have not

been assigned in the Dictionary) of the agents

assigned to this split/skill and logged in.

syn(LOGID)

Location ID The location ID(s) associated with the agent. This

ID is not associated with the agent personally, but

rather with the terminal the agent is logged into. It

is also associated with a port network location ID

DEFINITY

. If the Agent Site Tracking feature is

not available on your system, the field will not

display meaningful data.

LOC_ID

Role Agent’s service role for this SPLIT, as defined in

the Dictionary. Requires ECS R6 or later with

CentreVu

Advocate.

syn(ROLE)

Real-Time Reports

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Supervisor Version 8 Reports

Drill-Down Work State Report 3-177

Active Split/Skill This skill is active when the agent is:

•On a split/skill, on a direct agent ACD call, or in

ACW. This is the split/skill associated with the call

or ACW.

•Available, in AUX or in OTHER state. This is null

(blank).

•On an AUXIN/AUXOUT call from the available

state, while in AUX or with an AUXIN/AUXOUT

call on hold. This is the OLDEST_LOGIN split/

skill.

•On an AUXIN call with an ACD call on hold. This

is the split/skill associated with the ACD call.

WORKSKILL differs from WORKSPLIT only in

the case that the agent is available. In this case,

WORKSKILL will be blank AND WORKSPLIT will

contain one of the split/skills in which the agent is

available.

syn(WORKSKILL)

Level The skill level (1-16, R1or R2) associated with

the SKILL.

syn(LEVEL)

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 fro AUX to AUXOUT to AUX,

AGTIME continues without resetting.

AGTIME

Report Heading Description Database Item, Calculation, or

Real-Time Reports

CentreVu®

Supervisor Version 8 Reports

Drill-Down Work State Report 3-178

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Overview 4-1

4 Historical Reports

Overview

Purpose This chapter is written for supervisors who use

CentreVu

Supervisor

historical reports to effectively run the call center. Historical 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.

Introduction This chapter gives you the information you need to understand every

historical report available.

Historical reports display, report, and summarize the past performance of any

measured subset of the ACD. Historical reports display past data for various

agent, split/skill, trunk/trunk groups, VDN, and vector activities, such as

number of ACD calls, abandoned calls, average talk time, and average

speed of answer.

The information in historical reports will give you a sound basis for decisions

concerning the following:

•Mix of trunk facilities

•Split or skill size

•Agent assignments

•Consistent and objective performance standards

•Performance evaluations.

The Expert Agent Selection (EAS), Vectoring, and Graphics reports are also

included in this chapter. If you do not have the Expert Agent Selection

feature, Vectoring feature, or Graphics package, those report items do not

appear on your menu. The reports you see depend on your switch type,

permissions, and system performance.

Organization of

Historical Reports The following topics are covered:

•Agent Reports (4-4)

•Other Reports (4-47)

•Split/Skill Reports (4-57)

•System Reports (4-101)

•Trunk/Trunk Group Reports (4-124)

•VDN Reports (4-141)

•Vector Report (4-172).

Presentation This chapter gives a brief description of each available report, examples of

the report input windows, and definitions of the input fields. It provides you

with the information you need to complete any historical report input window.

Each report description has the following headings:

•Things to Know About All Historical Reports - gives you information on

factors that affect the historical reports.

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Overview 4-2

•Input Window - includes input field definitions specific to each report.

•Sample Report - provides an example of the report. A table provides

report headings, field definitions, and the corresponding database

item.

A short summary and example of each historical report is included in this

chapter.

Diagram of historical

reporting system The following diagram shows how the Historical reporting system is

structured. This section follows the report structure outlined in this

diagram-agent reports are described first, followed by other reports, such

as call records and call work code reports.

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Overview 4-3

Presentation of report

information When you generate a historical report, the totals for the report columns

are on the top line of the report under the headings.

There are four types of historical reports:

• Interval reports contain breakdowns of data by the interval you have

defined. The report intervals can be 15, 30, or 60 minutes. Interval

reports can help you identify your high and low call volumes, and

thereby manage your call center more easily.

• Daily reports display summarized interval data, one line for each

day.

• Weekly reports display summarized daily data for the week(s)

specified, one line for each week.

• Monthly reports display summarized daily data for the month(s)

specified, one line for each month.

All four types are not available for each report. The Select a Report

window lists reports based on which types are available (for example:

Call Profile Daily, Call Profile Weekly, Call Profile Monthly).

How long does CMS

store data?

CentreVu

CMS can store intrahour data for up to 62 days, daily summary

data for 5 years, and weekly/monthly summary data for 10 years. Disk

storage space can quickly become an issue, as the volume of data you

wish to store increases.

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Reports 4-4

Agent Reports

Overview

Purpose This section describes agent reports.

Organization This following topics are described:

•General Information About Agent Reports

•Agent Report Selector Window

•Agent Report Input Fields

•Agent AUX Report

•Agent Attendance Report

•Agent Event Count Report

•Agent Graphical Time Spent Report

•Agent Group Attendance Report

•Agent Group AUX Report

•Agent Group Summary Report

•Agent Inbound/Outbound Report

•Agent Login/Logout (Skill) Report

•Agent Login/Logout (Split) Report

•Agent Split/Skill Report

•Agent Summary Report

•Agent Trace by Location Report

Historical Reports

CentreVu®

Supervisor Version 8 Reports

General Information About Agent Reports 4-5

General Information About Agent Reports

What an Agent report

contains The Agent reports give you the following specific information about

agents:

•Every agent activity and the time it occurred for a particular agent in

the Agent Trace by Location report.

•An individual agent’s performance by split or skill in the Agent Split/

Skill report.

•How a group of agents is performing in the Group Summary report.

Organization of Agent

reports The following list shows how the Historical Agent reports are organized in

CentreVu

Supervisor:

•AUX: Interval, Daily, Weekly, Monthly

•Attendance: Daily, Weekly, Monthly

•Event Count: Interval

•Graphical Time Spent: Interval, Daily, Weekly, Monthly

•Group AUX: Daily, Weekly, Monthly

•Group Summary: Daily, Weekly, Monthly

•Group Attendance: Daily, Weekly, Monthly

•In/Outbound: Interval, Daily, Weekly, Monthly

•Login/Logout (Skill): Interval

•Login/Logout (Split): Daily

•Split/Skill: Interval, Daily, Weekly, Monthly

•Summary: Interval, Daily, Weekly, Monthly

•Trace by Location

Historical Reports

CentreVu®

Supervisor Version 8 Reports

General Information About Agent Reports 4-6

Agent Report selector

window The following figure is an example of the Agent Report selector window.

The reports are explained in the same order as listed in the window.

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Report Input Fields 4-7

Agent Report Input Fields

Overview The reports in this section use the Agent Report Input Windows. Specific

input information is included with the reports.

Agent report input fields The following table describes the input fields on historical Agent report

input windows. Not all reports use all fields; refer to information for the

specific report you are running to determine what you want to view. For

example, you may enter an agent group, agent name or split/skill to run

the report.

All possible fields on this window are described here:

Field Definition

Agent: Enter the name of the agent. The agent’s name must be defined in

the Dictionary subsystem; otherwise, you will see the agent’s ID

number.

Agent group: Enter the appropriate group name. It is important to enter the agent

group name correctly, because

CentreVu

CMS does not check to

see if the group name you entered exists in the Dictionary

subsystem. Therefore, if you enter a name that is misspelled, the

report runs but does not contain data because the group does not

exist. You should enter the correct group name and run the report

again.

Date: (Interval) Enter the date 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 today’s date (for example, -1 for

yesterday).

date on which agents in the skill logged in.

•You can use the month/day/year (for example, 3/21/95).

•You can use a "-" offset based on today’s date (for example, -1 for

yesterday).

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Report Input Fields 4-8

Date: (daily, weekly, and

monthly)

Enter the dates for the days or the start dates for the weeks or the

months that 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 today’s date (for example, -1 for

yesterday). You can also specify a range of dates (for example, 0

through - 7).

•You can separate individual data entry items using a semicolon (for

example, 3/21/95;3/23/95;3/25/95), and you can enter ranges by

placing a hyphen between entries (for example, 3/21/95-3/25/95). For

weekly and monthly reports, specifying a range produces all weeks

and/or months that begin in the range. When you specify a date for a

weekly report, that date or range of dates 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. The month start date must be the first day of the month.

Times: (Interval) Enter the times 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).

•You can separate individual data entry items using a semicolon (for

example, 3/21/95;3/23/95;3/25/95), and you can enter ranges by

placing a hyphen between entries (for example, 3/21/95-3/25/95). For

weekly and monthly reports, specifying a range produces all weeks

and/or months that begin in the range.

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.

Field Definition

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent AUX Report 4-9

Agent AUX Report

Overview The Agent AUX (Auxiliary Work) report is based on the Agent Summary

and Agent Attendance reports. This report shows the total staffed time,

total AUX time, and AUX time for each reason code for an agent.

Things to know about

this report Here are some things you need to know about this report:

•The Agent AUX report is available in interval, daily, weekly, and

monthly versions.

•The database items for the Agent AUX report are stored in the

hagent (interval), dagent (daily), wagent (weekly), and

magent (monthly) tables.

•This report is only available when the Automatic Call Distribution

(ACD) and Expert Agent Selection (EAS) features have been

enabled on a

DEFINITY

ECS or greater.

•You must be using AUX Reason Codes on the switch for this report

to be meaningful.

•This report uses the Agent Report Input Window. Select an agent

who you want to view on the report. See Agent Report Input

Fields (4-7) for more information.

Agent AUX report

example The following figure provides an example of an Agent AUX report.

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent AUX Report 4-10

Agent AUX report

description The following table describes the report fields:

Field Description Database Item, Calculation, or

Date, Week

Starting, or

Month Starting

The day, week, or month for which the report ran.

You can make these selections in the report input

window.

ROW_DATE

Agent Name: The name or login ID of the agent. You can make

this selection in the report input window.

syn(LOGID)

ACD: The ACD name or number for which the data was

collected.

syn(ACD)

Time (for interval

reports only)

The intrahour intervals for which the report shows

data. You can make these selections in the report

input window.

STARTTIME, STARTTIME +

INTRVL

Staffed Time The total time that the agent was logged in

(staffed) for the specified time period in any split/

skill. (This does not include time that the link was

down.)

sum(TI_STAFFTIME)

AUX Time The total time that the agent spent in AUX work in

all splits/skills and on AUXIN/AUXOUT calls for

the specified time period.

sum(TI_AUXTIME)

Time in 0 The time that the agent spent in AUX with the

reason code of 0 (zero). This is the time in the

"system" AUX for the switches using AUX reason

codes. It is the same as TI_AUXTIME for

switches not using AUX reason codes.

sum(TI_AUXTIME0)

Time in 1...9 The time that the agent spent in AUX with each of

the reason codes 1–9.

sum(TI_AUXTIME1) ...

sum(TI_AUXTIME9)

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Attendance Report 4-11

Agent Attendance Report

Overview The Agent Attendance report gives the total staffed time, ACD time, ACW

time, AUX time, time in the ringing state, extension time, available time,

and the number of calls handled by an agent for the specified time period

for all splits or skills the agent was logged into.

Things to know about

this report Here are some things you need to know about this report:

•The Agent Attendance report is available in daily, weekly, and

monthly versions.

•The database items for the Agent Attendance report are stored in

the hagent (interval), dagent (daily), wagent and magent

(monthly) tables.

•The report item Total Staff Time contains other time

(TI_OTHERTIME) which is not shown in the report but can cause

the numbers to not add up.

•This report uses the Agent Report Input Window. Select an agent

who you want to view on the report. See Agent Report Input

Fields (4-7) for more information.

Agent Attendance report

example The following figure provides an example of an Agent Attendance report.

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Attendance Report 4-12

Agent Attendance report

description The following table describes the report fields:

Field Description Database Item, Calculation, or

Agent Name: The name or login ID of the agent. You can make

this selection in the report input window.

syn(LOGID)

ACD: The ACD name or number for which the data was

collected.

syn(ACD)

Date, Week, or

Month Starting

The day, week, or month for which the report ran.

You can make these selections in the report input

window.

ROW_DATE

Staffed Time The total time that the agent was logged in

(staffed) for the specified time period in any split/

skill. (This does not include time that the link was

down.)

sum(TI_STAFFTIME)

ACD Time The total time that the agent spent on all split/skill

and direct agent ACD calls for the specified time

period in any split/skill.

sum(I_DA_ACDTIME),

sum(<TOTAL_I_ACDTIME>)

ACW Time The total time that the agent spent in ACW for the

specified time period in any split/skill for ACD

calls and direct agent calls as well as time in

ACW not associated with a call. Time on

extension calls is also included.

sum(I_DA_ACWTIME),

sum(<TOTAL_I_ACWTIME>)

Agent Ring Time The total time during the collection interval that

the agent had split/skill and direct agent ACD

calls ringing. If the agent answers or makes

another call instead of answering the ringing call,

I_RINGTIME stops accumulating. RINGTIME is

the time that the caller spends ringing and is

independent of agent activity. Time ringing is only

tracked for Generic 3 and

DEFINITY

ECS

switches.

sum(I_RINGTIME)

Extn In Time The total time that the agent spent talking on

inbound extension calls for the specified time

period.

sum(I_ACWINTIME +

I_AUXINTIME),

sum(<EXT_IN_TIME>

Extn Out Time The total time that the agent spent talking on

outbound extension calls for the specified time

period.

sum(I_ACWOUTTIME +

I_AUXOUTTIME), sum

< EXT_OUT_TIME>

Avail Time The total time for the specified time period that

the agent was available to take ACD calls in any

split/skill.

sum(TI_AVAILTIME)

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Attendance Report 4-13

AUX Time The total time that the agent spent in AUX work in

all splits/skills and on AUXIN/AUXOUT calls for

the specified time period.

sum(TI_AUXTIME)

ACD Calls The total number of split/skill and direct agent

ACD calls answered by the agent.

sum(ACDCALLS +

DA_ACDCALLS),

sum(<TOTAL_ACDCALLS>)

Extn In Calls The number of inbound extension calls

completed by the agent during the period

covered. This includes calls received while the

agent was in the following work modes:

•Auto-In or Manual-In

•ACW mode for ACD calls

•ACW mode that was not associated with a call

•AUX work mode.

sum(ACWINCALLS +

AUXINCALLS) and

sum(<EXT_CALL_IN>)

Extn Out Calls The number of outbound extension calls that

were completed by the agent during the period

covered. This includes calls originated by the

agent while the agent was in the following work

modes:

•Auto-In or Manual-In

•ACW mode for ACD calls

•ACW mode that was not associated with a call

•AUX work mode.

sum(ACWOUTCALLS) +

sum(AUXOUTCALLS),

<EXT_CALL_OUT>, sum

<EXT_CALL_OUT>

Field Description Database Item, Calculation, or

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Event Count Report 4-14

Agent Event Count Report

Overview The Agent Event Count report shows the total number of times that an

individual agent pressed an Event Count (sometimes referred to as

Stroke Count) key for all splits/skills. An Event Count key can represent

any call event, including a successful sale, a call from a demographic

category, or a response to a promotion.

CentreVu

CMS records an event

occurrence each time that an agent presses an Event Count key on his or

her voice terminal while the agent is on an ACD call or in call-related

ACW. This feature’s operations is dependent on Stroke Count

administration on the switch.

Things to know about

this report Here are some things you need to know about this report:

•This report is available with

DEFINITY

ECS Generic 3 switches only.

•The Event Count report is available in interval, daily, weekly, and

monthly versions.

•The database items for the Agent Event Count report are stored in

the hagent (interval), dagent (daily), wagent and magent

(monthly) tables.

•This report uses the Agent Report Input Window. Select an agent

who you want to view on the report. See Agent Report Input

Fields (4-7) for more information.

Agent Event Count

report example The following figure provides an example of an Agent Event Count report.

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Event Count Report 4-15

Agent Event Count

report description The following table describes the report fields:

Field Description Database Item, Calculation, or

Date, Week

Starting, or

Month Starting

The day, week, or month for which the report ran.

You can make these selections in the report input

window.

ROW_DATE

Agent Name The name or login ID of the agent. You can make

this selection in the report input window.

syn(LOGID)

ACD The ACD name or number for which the data was

collected.

syn(ACD)

Time (interval

reports only)

The intrahour intervals for which the report shows

data. You can make these selections in the report

input window. NOTE: This is the interval for which

counts were summed.

STARTTIME, STARTTIME +

INTRVL

ACD Calls The number of split/skill and direct agent ACD

calls that were answered by this agent during the

specified time period.

ACDCALLS + DA_ACDCALLS),

sum(<TOTAL_ACDCALLS>)

Event Count

1...9

The number of key presses of the various Event

Count keys by this agent during the specified

time period.

sum(EVENT1)...sum(EVENT9)

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Graphical Time Spent Daily Report 4-16

Agent Graphical Time Spent Daily Report

Overview This report shows historical information and statistics for the specified

agent.

Things to know about

this report Here are some things you need to know about this report:

•This report is available in daily version only.

•This report is available for all switch releases. The contents of this

report depends upon the switch release for which it is being run.

•The database items for the Agent Graphical Time Spent Daily report

are stored in the cagent (daily) table.

•Call center supervisors can use this report to get an idea of how

much time an agent spent on ACD calls, in available state, in ACW,

in AUX, and so on, for a particular day. This report enables the

supervisor to tell how much time the agent spent in AUX work state

for each of the reason codes defined for this Call Center.

•The following example of this report shows the information it will

contain for the

DEFINITY

ECS Release 6 switch with EAS.

•This report is available only through the

CentreVu

Supervisor

interface.

•This report uses the Agent Report Input Window. Select an agent

who you want to view on the report. See Agent Report Input

Fields (4-7) for more information.

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Graphical Time Spent Daily Report 4-17

Agent Graphical Time

Spent Daily report

example

The following figure provides an example of an Agent Graphical Time

Spent report.

Agent Graphical Time

Spent Daily report

description

The following table describes the report fields:

Field Description Database Item, Calculation, or

Agent: The name (or agent login ID if the names have

not been assigned in Dictionary) of the agent.

syn(LOGID)

Date: The day for which the report was run (selected in

the report input window).

ROW_DATE

AVAIL The time during the collection interval that the

agent was in the available state for split/skill or

direct agent ACD calls in any split/skill.

sum(TI_AVAILTIME)

ACD The time during the collection interval that the

agent was talking on ACD calls for the SPLIT.

sum (<TOTAL_I_ACDTIME>)

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Graphical Time Spent Daily Report 4-18

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(<TOTAL_I_ACWTIME>)

AUX The time during the collection interval that the

agent was in the AUX work state in all splits/skills

or on AUXINCALLS or AUXOUTCALLS.

sum(TI_AUXTIME)

RINGING The time during the collection interval that the

agent had split/skill and direct agent ACD calls

ringing.

sum(I_RINGTIME)

Reason Code 0 The time that the agent spent in AUX with reason

code 0. This is the time in "system" AUX for the

switches using AUX reason codes. It is the same

as TI_AUXTIME for switches not using AUX

reason codes. 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. "TI_"

time needs to be summed across the skills the

agents may log into, in case the login order

changes during the collection interval.

sum(TI_AUXTIME)

Reason Codes

1-9

The time that the agent spent in AUX with each of

the reason codes 1-9. 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. "TI_" time needs to be summed across the

skills the agents may log into, in case the login

order changes during the collection interval.

sum(TI_AUXTIME1-9)

Field Description Database Item, Calculation, or

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Graphical Time Spent Daily Report 4-19

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 line to the switch comes up or after the

agent logs in and before the CMS receives

notification of the agent’s state from the switch.

The TI_ stands for the time that is stored only for

the split/skill that the agent is logged into for the

longest amount of time. TI_ time needs to be

summed across the splits/skills the agents may

log into, in case the logon order changes during

the collection interval.

sum(TI_OTHERTIME)

Field Description Database Item, Calculation, or

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Group Attendance Report 4-20

Agent Group Attendance Report

Overview The Agent Group Attendance report summarizes staffed time, ACD time,

ACW time, AUX time, time in the ringing state, extension time, available

time, and number of calls handled for each agent in an agent group for

the specified time period.

Things to know about

this report Here are some things you need to know about this report:

•The Agent Group Attendance report is available in daily, weekly, and

monthly versions.

•The database items for the Agent Group Attendance report are

stored in the dagent (daily), wagent (weekly), and magent

(monthly) tables.

•The Totals column in the report(s) displays the totals for all agents in

the group you have selected. Individual agent entries in this report

show the totals for a particular agent.

•This report uses the Agent Report Input Window. Select an agent

who you want to view on the report. See Agent Report Input

Fields (4-7) for more information.

Agent Group Attendance

report example The following figure provides an example of an Agent Group Attendance

report.

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Group Attendance Report 4-21

Agent Group Attendance

report description The following table describes the report fields:

Field Description Database Item, Calculation, or

Date, Week

Starting, or

Month Starting

The day, week, or month for which the report ran.

You can make these selections in the report input

window.

ROW_DATE

Agent Group The name of the group of agents. You can make

this selection in the report input window.

No database item or calculation.

ACD The ACD name or number for which the data was

collected.

syn(ACD)

Agent Name The name or login ID of the agent. syn(LOGID)

Agent The name or login ID of the agent. LOGID

Staffed Time The total time that the agents were logged in

(staffed) for the specified time period in any split/

skill. This does not include time the link was

down.

sum(TI_STAFFTIME)

ACD Time The total time that the agents in the group talked

on all split/skill and direct agent ACD calls for the

specified time period.

I_ACDTIME + I_DA_ACDTIME),

sum(<TOTAL_I_ACDTIME>)

Agent Ring Time The total time during the collection interval that

agents had split/skill and direct agent ACD calls

ringing. If the agent answers or makes another

call instead of answering the ringing call,

I_RINGTIME stops accumulating. RINGTIME is

the time that the caller spends ringing and is

independent of agent activity.

sum(I_RINGTIME)

Extn In Time The total time that the agents in the group spent

talking on inbound extension calls for the

specified time period.

I_ACWINTIME +

I_AUXINTIME),

sum(<EXT_IN_TIME>)

Extn Out Time The total time that the agents spent talking on

outbound extension calls for the specified time

period.

I_ACWOUTTIME +

I_AUXOUTTIME),

sum(<EXT_OUT_TIME>)

Avail Time The total time that the agents were available to

take ACD calls for any split/skill during the

specified time period.

sum(TI_AVAILTIME)

AUX Time The total time that the agents spent in AUX work

in all splits/skills or on AUXIN/AUXOUT calls for

the specified time period.

sum(TI_AUXTIME)

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Group Attendance Report 4-22

ACD Calls The total number of split/skill and direct agent

ACD calls answered by the agents in this group

that completed during the specified time period.

sum(ACDCALLS +

DA_ACDCALLS),

sum(<TOTAL_ACDCALLS>)

Extn In Calls The number of inbound extension calls that were

completed by the agent during the period

covered. This includes calls received while the

agent was in the following work modes:

•Auto-In or Manual-In

•ACW mode for ACD calls

•ACW mode that was not associated with a call

•AUX work mode.

sum(ACWINCALLS +

<EXT_CALL_IN>)

Extn Out Calls The number of outbound extension calls that

were placed by the agent during the period

covered. This includes calls originated by the

agent while the agent was in the following work

modes:

•Auto-In or Manual-In

•ACW mode for ACD calls

•ACW mode that was not associated with a call

•AUX work mode.

sum(ACWOUTCALLS +

AUXOUTCALLS)

sum(<EXT_CALL_OUT>)

Field Description Database Item, Calculation, or

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Group AUX Report 4-23

Agent Group AUX Report

Overview The Agent Group AUX report shows the total staffed time, total AUX time,

and AUX time for each reason code for all agents in an agent group.

Things to know about

this report Here are some things you need to know about this report:

•The Agent Group AUX report is available in daily, weekly, and

monthly versions.

•This report is available for all switch releases. The contents of this

report depends upon the switch release for which it is being run.

•The database items for the Agent Group AUX report are stored in

the dagent (daily), wagent (weekly), and magent (monthly)

tables.

•You must have AUX Reason Codes enabled on the switch for this

report to be meaningful.

•This report uses the Agent Report Input Window. Select an agent

who you want to view on the report. See Agent Report Input

Fields (4-7) for more information.

Agent Group AUX report

example The following figure provides an example of an Agent Group AUX report.

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Group AUX Report 4-24

Agent Group AUX report

description The following table describes the report fields:

Field Description Database Item, Calculation, or

Date, Week

Starting, or

Month Starting

The day, week, or month for which the report ran.

You can make these selections in the report input

window.

ROW_DATE

Date: The day for which the report was run (selected in

the report input window).

ROW_DATE

Agent Group The name of the group of agents. You can make

this selection in the report input window.

No database item or calculation.

ACD The ACD name or number for which the data was

collected.

syn(ACD)

Agent The name or login ID of the agent. syn(LOGID)

Staffed Time The total time that the agents were logged in

(staffed) for the specified time period in any split/

skill. This does not include time the link was

down.

sum(TI_STAFFTIME)

AUX Time The total time that the agents spent in AUX work

in all splits/skills for the specified time period.

sum(TI_AUXTIME)

Time in 0 The time that the agent spent in AUX with the

reason code of 0 (zero). This is the time in the

"system" AUX for the switches using AUX reason

codes. It is the same as TI_AUXTIME for

switches not using AUX reason codes.

sum(TI_AUXTIME0)

Time in 1...9 The time that the agent spent in AUX with each of

the reason codes 1-9.

sum(TI_AUXTIME1)...

sum(TI_AUXTIME9)

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Group Summary Report 4-25

Agent Group Summary Report

Overview The Agent Group Summary report summarizes the daily activities of

every agent within a specific group. Agents in a group may share

common characteristics, such as being newly hired or top performers, or

they may simply be part of a more manageable subdivision of a skill. You

can use this report to compare individuals within a group. This report lists

the totals for each agent in the group summed over all splits/skills that the

agent was logged into during the time period covered in the report. This

report also contains information on the overall occupancy of the selected

agent group, expressed as a percentage, both with and without ACW

included.

Things to know about

this report Here are some things you need to know about this report:

•The Agent Group Summary report is available in daily, weekly, and

monthly versions.

•The database items for the Agent Group Summary report are stored

in the dagent (daily), wagent (weekly), and magent (monthly)

tables.

•This report uses the Agent Report Input Window. Select an agent

who you want to view on the report. See Agent Report Input

Fields (4-7) for more information.

Agent Group Summary

report example The following figure provides an example of an Agent Group Summary

report.

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Group Summary Report 4-26

Agent Group Summary

report description The following table describes the report fields.

Report Heading Description Database Item, Calculation, or

Date, Week

Starting, or

Month Starting

The day, week, or month that the report was run

(selected in the report input window).

ROW_DATE

Agent Group The name of the group of agents. You can make

this selection in the report input window.

No database item or calculation.

ACD The ACD name or number for which the data was

collected.

syn(ACD)

Agent Name The name or login ID of the agent. syn(LOGID)

ACD Calls The number of split/skill and direct agent ACD

calls that were answered by the agent that

completed during the interval. This total also

includes O_ACDCALLS if you have the Outgoing

Call Management application of ASAI.

(O_ACDCALLS is the number of ACDCALLS that

were placed by an adjunct [predictive dialing].)

sum( ACDCALLS +

DA_ACDCALLS),

sum<TOTAL_ACDCALLS>

Avg ACD Time The average time that the agent spent talking on

ACD calls (including direct agent calls) that

completed during the period covered.

sum( TOTAL_ACDTIME)/ sum

(TOTAL_ACDCALLS),

<AVG_AGENT_TALK_SUM>

Avg ACW Time The average time that the agent spent in ACW

for ACD calls during the period covered. This

includes direct agent call activities.

sum( TOTAL_ACWTIME)/ sum

(TOTAL_ACDCALLS),

<AVG_AGENT_ACW_SUM>

% Agent Occup

w/ACW

The overall occupancy of the selected agent

group, expressed as a percent, and including the

group’s time in after call work.

100 * (sum(I_RINGTIME +

I_ACDTIME +

I_ACDOTHERTIME +

I_ACD_AUXOUTTIME +

I_ACDAUXINTIME +

I_ACWTIME) /

(sum(TI_STAFFTIME –

TI_AUXTIME +

I_ACDAUX_OUTTIME +

I_ACDAUXINTIME)

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Group Summary Report 4-27

% Agent Occup

w/o ACW

The overall occupancy of the selected agent

group, expressed as a percent, not including the

group’s time in after call work.

100 * (sum(I_RINGTIME +

I_ACDTIME +

I_ACDOTHERTIME +

I_ACD_AUXOUTTIME +

I_ACDAUXINTIME) /

(sum(TI_STAFFTIME –

TI_AUXTIME +

I_ACDAUX_OUTTIME +

I_ACDAUXINTIME)

Extn In Calls The number of inbound extension calls that were

completed by the agent during the period

covered.

This includes calls received while the agent was

in the following work modes:

•Auto-In or Manual-In

•ACW mode for ACD calls

•ACW mode that was not associated with a call

•AUX work mode.

sum(ACWINCALLS +

AUXINCALLS), sum

<EXT_CALL_IN>

Avg Extn In

Time

The average time of the agent’s inbound

extension calls.

sum( ACWINTIME+

AUXINTIME)/ sum(

ACWINCALLS +

AUXINCALLS),

<AVG_TALK_TIME_IN_SUM>

Extn Out Calls The number of outbound extension calls that

were completed by the agent during the period

covered.

This includes calls originated by the agent while

the agent was in the following work modes:

•Auto-In or Manual-In

•ACW mode for ACD calls

•ACW mode that was not associated with a call

•AUX work mode.

sum( ACWOUTCALLS +

AUXOUTCALLS),

sum<EXT_CALL_OUT>

Avg Extn Out

Time

The average length of the agent’s outbound

extension calls.

sum( ACWOUTTIME+

AUXOUTTIME) / sum

(ACWOUTCALLS +

AUXOUTCALLS),

<AVG_TALK_TIM_OUT_SUM>

Report Heading Description Database Item, Calculation, or

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Group Summary Report 4-28

ACD Time The total time that the agent spent talking on all

ACD calls during the time period.

sum( I_ACDTIME +

I_DA_ACDTIME),

sum(<TOTAL_I_ACDTIME>)

ACW Time The total time that the agent spent in ACW for

split/skill and direct agent ACD calls, as well as

time in ACW not associated with a call. Includes

time on extension calls.

sum( I_ACWTIME +

I_DA_ACWTIME)

sum(<TOTAL_I_ACWTIME>)

Agent Ring

Time

The total time that the agent spent with split/skill

and direct agent ACD calls ringing. This only

applies to

DEFINITY

ECS Generic 3 switches.

sum( I_RINGTIME)

Other Time The time that the agent spent doing other work in

all splits/skills.

For

DEFINITY

ECS Generic 3 switches, agents

are doing other work while in Auto-in or Manual-

In if they:

•Put any call on hold while not doing any other

activity.

•Dial to place a call or to activate a feature

•Have a personal call ringing with no other activity.

Agent positions show up as OTHER directly after

the link to the switch comes up and directly after

the agents log in before the

CentreVu

CMS is

notified of the agent’s work state.

sum(TI_OTHERTIME)

AUX Time The total time that the agents spent in AUX work

in all splits/skills or on AUXIN/AUXOUT calls for

the specified time period.

sum( TI_AUXTIME)

Avail Time The total time that the agent spent waiting for an

ACD call in any split/skill.

sum( TI_AVAILTIME)

Staffed Time The total time that the agents were logged in

(staffed) for the specified time period in any split/

skill. This does not include time the link was

down.

sum( TI_STAFFTIME)

Report Heading Description Database Item, Calculation, or

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Inbound/Outbound Report 4-29

Agent Inbound/Outbound Report

Overview The Agent Inbound/Outbound Call report is a detailed breakdown of the

inbound and outbound calls handled by an agent. The report sums the

total over all the splits or skills the agent was logged into for the specific

period covered.

Things to know about

this report Here are some things you need to know about this report:

•This report is available in interval, daily, weekly, and monthly

versions.

•The database items for the Agent Inbound/Outbound report are

stored in the hagent (interval), dagent (daily), wagent

(weekly), and magent (monthly) tables.

•You must have the Outgoing Call Management application of ASAI

for data to appear in the Outbound ACD columns.

•This report uses the Agent Report Input Window. Select an agent

who you want to view on the report. See Agent Report Input

Fields (4-7) for more information.

Agent Inbound/

Outbound report

example

The following figure provides an example of an Agent Inbound/Outbound

Report.

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Inbound/Outbound Report 4-30

Agent Inbound/

Outbound report

description

The following table describes the report fields.

Report Heading Description Database Item, Calculation, or

Agent The name or login ID of the agent. You can make

this selection in the report input window.

syn(LOGID)

ACD The ACD name or number for which the data was

collected.

sum(ACD)

Time (interval

reports only)

The intrahour intervals for which the report shows

data. You can make these selections in the report

input window.

STARTTIME, STARTTIME +

INTRVL

Date, Week

Starting, or

Month Starting

The day, week, or month for which the report ran.

You can make these selections in the report input

window.

ROW_DATE

Inbound ACD

Calls

The total number of all inbound ACD calls

answered by this agent that completed during the

specified time period.

(sum( ACDCALLS +

DA_ACDCALLS -

O_ACDCALLS)),

<INBOUND_ACDCALLS>

Avg Inbound

ACD Time

The average length of all inbound ACD calls

answered by this agent that completed during the

specified time period.

sum( ACDTIME+

DA_ACDTIME- O_ACDTIME)/

sum( ACDCALLS+

DA_ACDCALLS-

O_ACDCALLS)

Avg ACW Time

(Inbound ACD)

The average length of all ACW sessions by this

agent for inbound ACD calls completed during

the specified time period. This includes direct

agent call activities.

sum( ACWTIME +

DA_ACWTIME - O_ACWTIME)/

sum( ACDCALLS+

DA_ACDCALLS-

OACDCALLS)

Outbound ACD

Calls

The total number of all outbound ACD calls for

this agent that completed during the specified

time period.

sum( O_ACDCALLS)

Avg Outbound

ACD Time

The average length of all outbound ACD calls for

this agent that completed during the specified

time period.

sum( O_ACDTIME) / sum(

O_ACDCALLS)

Avg ACW Time

(Outbound ACD)

The average length of all ACW sessions by this

agent for outbound ACD calls that completed

during the specified time period. This includes

direct agent call activities.

sum( O_ACWTIME) / sum(

O_ACDCALLS)

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Inbound/Outbound Report 4-31

Extn In Calls The number of inbound extension calls that were

completed by the agent during the period

covered.

This includes calls received while the agent was

in the following work modes:

•Auto-In or Manual-In

•ACW mode for ACD calls

•ACW mode that was not associated with a call

•AUX work mode.

sum( ACWINCALLS +

AUXINCALLS),

sum<EXT_CALL_IN>

Avg Extn In

Time

The average length of this agent’s inbound

extension calls.

sum(( ACWINTIME +

AUXINTIME) / sum(

ACWINCALLS +

AUXINCALLS))

Extn Out Calls The number of outbound extension calls that

were completed by the agent during the period

covered.

This includes calls originated by the agent while

the agent was in the following work modes:

•Auto-In or Manual-In

•ACW mode for ACD calls

•ACW mode that was not associated with a call

•AUX work mode.

sum( ACWOUTCALLS +

AUXOUTCALLS),

sum<EXT_CALL_OUT>

Avg Extn Out

Time

The average length of this agent’s outbound

extension calls.

sum( ACWOUTTIME +

AUXOUTTIME)/ sum(

ACWOUTCALLS +

AUXOUTCALLS)

External Calls

Extn Out

The number of outbound extension calls that

were made by this agent to a location outside the

switch during ACW sessions and AUX work.

(Does not include DA_ACWOFFCALLS.)

sum( ACWOUTOFFCALLS +

AUXOUTOFFCALLS)

Avg External

Extn Out Time

The average length of this agent’s calls to a

location outside the switch during ACW sessions

or AUX work.

sum( ACWOUTOFFTIME +

AUXOUTOFFTIME)/ sum(

ACWOUTOFFCALLS +

AUXOUTOFFCALLS)

Report Heading Description Database Item, Calculation, or

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Inbound/Outbound Report 4-32

Assists The number of calls that were referred to the

supervisor by this agent during the specified time

period.

sum( ASSISTS)

Trans Out The number of calls that were transferred by this

agent to another destination during the specified

time period (for Generic 3, any call transferred).

sum( TRANSFERRED)

Report Heading Description Database Item, Calculation, or

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Login/Logout (Skill) Report 4-33

Agent Login/Logout (Skill) Report

Overview The Agent Login/Logout (Skill) report shows the times that agents in a

given skill logged in and logged out, the reason codes associated with

the logout (if there is one), and the skills with which the agents logged in

and out.

Things to know about

this report If you have the

DEFINITY

ECS with EAS feature activated, you will see

the report displayed in this section. Here are some things to know about

this report:

•This new report provides logout reason codes.

•This new report shows up to 15 skills.

•This new report can be customized to show more or fewer skills and

to add the skill levels directly on the CMS server.

•If you have a switch release earlier than

DEFINITY

ECS with EAS

feature activated, a different Agent Login/Logout (Skill) report than

the one described in this section is displayed. This report does not

show the logout reason codes.

•The Login/Logout (Skill) report is available in daily version only.

•The database items for the Agent Group Summary report are stored

in the haglog table.

•This report uses the Agent Report Input Window. Select an agent

who you want to view on the report. See Agent Report Input

Fields (4-7) for more information.

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Login/Logout (Skill) Report 4-34

Agent Login/Logout

(Skill) report example The following figure provides an example of an Agent Login/Logout (Skill)

Report.

Agent Login/Logout

(Skill) report description The following table describes the report fields.

Report Heading Description Database Item, Calculation, or

Date The date for which the report was run. The report

shows data for agents who logged in on this date.

ROW_DATE

Skill The name or number of the skill (selected in the

report input window).

syn(SPLIT)

Extn The extension where the agent logged in. EXTN

set of skills.

Logout Time The time that the agent logged out or was logged

out from the given set of skills.

LOGOUT

Logout Date The date that the agent logged out from the given

set of skills.

LOGOUT_DATE

Logout Reason The reason for logging out. LOGOUTREASON

Skills 1–15 The first 15 skills with which the agent logged in. SPLIT, LOGONSKILL2-15

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Login/Logout (Split) Report 4-35

Agent Login/Logout (Split) Report

Overview The Agent Split Login/Logout report shows the agent login and logout

times for agents in a split on a specified day.

Things to know about

this report Here are some things to know about this report:

•This report is available in the daily version only.

•The database items for the Agent Login/Logout (Split) report are

stored in the haglog table.

•This report appears for

DEFINITY

ECS Generic 3 switches without

EAS.

•This report accepts split numbers from 1-600 when the switch type

DEFINITY

ECS or later.

•This report uses the Agent Report Input Window. Select an agent

who you want to view on the report. See Agent Report Input

Fields (4-7) for more information.

Agent Login/Logout

(Split) report example The following figure provides an example of an Agent Login/Logout

(Split) Report.

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Login/Logout (Split) Report 4-36

Agent Login/Logout

(Split) report description The following table describes the report fields:

Field Description Database Item, Calculation, or

Date: The day for which the report shows data. You can

make these selections in the report input window.

ROW_DATE

Split: The name or number of the split (selected in the

report input window).

syn(SPLIT)

ACD The ACD name or number for which the data was

collected.

syn(ACD)

Agent Name The name or login ID of the agent. syn(LOGID)

Extn The measured extension where the agent logged

in.

EXTN

Logout Time The time that the agent logged out of this split. LOGOUT

Logout Date The date that the agent logged out of this split. LOGOUT_DATE

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Split/Skill Report 4-37

Agent Split/Skill Report

Overview The Agent Split/Skill report shows an individual agent’s performance by

split or skill.

Things to know about

this report Here are some things to know about this report:

•The Agent Split/Skill report is available in interval, daily, weekly, and

monthly versions.

•The database items for the Agent Split/Skill Report are stored in the

hagent (interval), dagent (daily), wagent (weekly), and

magent (monthly) tables.

•Each row in the report shows the total for the specified time for a

particular split/skill the agent was logged into. However, the

Totals:row shows the totals over the day for all splits or skills for

this agent.

•Talk times are shown as totals, not as averages.

•This report uses the Agent Report Input Window. Select an agent

who you want to view on the report. See Agent Report Input

Fields (4-7) for more information.

Agent Split/Skill report

example The following figure provides an example of an Agent Split/Skill Report.

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Split/Skill Report 4-38

Agent Split/Skill report

description The following table describes the report fields.

Report

Heading Description Database Item, Calculation,

or <Calculation Name>

Date, Week

Starting, or

Month Starting

The day, week, or month for which the report ran.

You can make these selections in the report input

window.

ROW_DATE

Agent The name or login ID of the agent. You can make

this selection in the report input window.

syn(LOGID)

ACD The ACD name or number for which the data was

collected.

syn(ACD)

Time (for

interval reports

only)

The intrahour intervals for which the report shows

data. You can make these selections in the report

input window.

STARTTIME, STARTTIME +

INTRVL

Split/Skill The name or number of the split(s)/skill(s) that the

agent logged into during the specified time period

and for which data are shown.

syn(SPLIT)

ACD Calls The number of split/skill and direct agent ACD calls

that were answered by the agent. This total also

includes outbound ACD calls (O_ACDCALLS) if you

have the Outgoing Call Management application on

ASAI. (O_ACDCALLS is the number of ACDCALLS

that were placed by an adjunct [predictive dialing].)

( ACDCALLS+

DA_ACDCALLS), <TOTAL

ACDCALLS>

ACD Time The total time an agent talked on split/skill and direct

agent ACD calls for the split/skill.

( I_ACDTIME+

I_DA_ACDTIME), <TOTAL

I_ACDTIME>

ACW Time The total time that the agent spent in ACW

associated with split/skill and direct agent ACD calls

and ACW not associated with a call during the report

interval.

( I_ACWTIME +

I_DA_ACWTIME),

<TOTAL_ACWTIME>

Extn In Calls The number of inbound extension calls that were

completed by the agent during the period covered.

This includes calls received while the agent was in

the following work modes:

•Auto-In or Manual-In

•ACW mode for ACD calls

•ACW mode that was not associated with a call

•AUX work mode.

ACWINCALLS+

AUXINCALLS,

<EXT_CALL_IN>

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Split/Skill Report 4-39

Extn In Time The total time that the agent spent talking on

inbound extension calls during the report period.

I_ACWINTIME+

I_AUXINTIME,

<EXT_IN_TIME>

Extn Out Calls The number of outbound extension calls that were

completed by the agent during the period covered.

This includes calls originated by the agent while the

agent was in the following work modes:

•Auto-In or Manual-In

•ACW mode for ACD calls

•ACW mode that was not associated with a call

•AUX work mode.

ACWOUTCALLS +

AUXOUTCALLS,

<EXT_CALL_OUT>

Extn Out Time The total time that the agent spent on outbound

extension calls during the report period.

I_ACWOUTTIME +

I_AUXOUTTIME,

<EXT_OUT_TIME>

Assists The number of times that the split/skill supervisor

was called by the agent who was on a split/skill or a

direct agent ACD call or in call-related ACW.

ASSISTS

Held Calls The number of calls that the agent placed on hold.

For

DEFINITY

ECS Generic 3 switches, this is all

calls the agent put on hold.

HOLDCALLS

Total Hold Time The total time that calls were on hold for this agent.

This includes all callers for Generic 3 switches.

HOLDTIME

Trans Out The number of times that an agent completed a

transfer (for

DEFINITY

ECS Generic 3 switches, any

call transferred).

TRANSFERRED

Report

Heading Description Database Item, Calculation,

or <Calculation Name>

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Summary Report 4-40

Agent Summary Report

Overview The Agent Summary report shows the activities and performance of an

individual agent for all splits or skills of which the agent is a member. It

represents the totals over the specified time period for all splits or skills

the agent was logged into. This report also includes information on agent

occupancy, expressed as a percentage of total work time, both with and

without ACW.

Things to know about

this report Here are some things to know about this report:

•The Agent Summary report is available in interval, daily, weekly, and

monthly versions.

•The database items for the Agent Summary report are stored in the

hagent (interval), dagent(daily), wagent (weekly), and magent

(monthly) tables.

•This report uses the Agent Report Input Window. Select an agent

who you want to view on the report. See Agent Report Input

Fields (4-7) for more information.

Agent Summary report

example The following figure provides an example of an Agent Summary Report.

Agent Summary report

description The following table describes the report fields:

Field Description Database Item, Calculation, or

Date, Week

Starting, or

Month Starting

The day, week, or month for which the report ran.

You can make these selections in the report input

window.

ROW_DATE

Agent: The name or login ID of the agent. You can make

this selection in the report input window.

syn(LOGID)

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Summary Report 4-41

Time (for interval

reports only)

The intrahour intervals for which the report shows

data. You can make these selections in the report

input window. The time displays in hh:mm:ss

(hour/minute/second) format.

STARTTIME, STARTTIME +

INTRVL

ACD Calls The number of ACD calls and direct agent calls

that were answered by the agent. This total also

includes O_ACDCALLS if you have the Outgoing

Call Management application of ASAI.

(O_ACDCALLS is the number of ACDCALLS that

were placed by an adjunct [predictive dialing].)

sum(ACDCALLS +

DA_ACDCALLS),

sum(<TOTAL_ACDCALLS>)

Avg ACD Time The average length of this agent’s ACD calls

(including direct agent calls) during the period

covered.

sum(TOTAL_ACDTIME)/

sum(TOTAL_ACDCALLS),

<AVG_AGENT_TALK_SUM>

Avg ACW Time The average length of After Call Work (ACW)

sessions for this agent. This includes direct agent

call activities.

sum(TOTAL_ACWTIME)/

sum(TOTAL_ACDCALLS),

<AVG_AGENT_ACW_SUM>

% Agent Occup

w/ACW

The percentage of agent occupancy in which the

agent’s time in after call work is considered as

work time.

100 * (sum(I_RINGTIME +

I_ACDTIME +

I_ACDOTHERTIME +

I_ACDAUX_OUTTIME +

I_ACDAUXINTIME +

I_ACWTIME) /

(sum(TI_STAFFTIME –

TI_AUXTIME +

I_ACDAUX_OUTTIME +

I_ACDAUXINTIME))

% Agent Occup

w/o ACW

The percentage of agent occupancy in which the

agent's time in after call work time is considered

idle.

100 * (sum(I_RINGTIME +

I_ACDTIME +

I_ACDOTHERTIME +

I_ACDAUX_OUTTIME +

I_ACDAUXINTIME) /

(sum(TI_STAFFTIME –

TI_AUXTIME +

I_ACDAUX_OUTTIME +

I_ACDAUXINTIME))

Field Description Database Item, Calculation, or

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Summary Report 4-42

Extn In Calls The number of inbound extension calls that were

completed by the agent during the period

covered. This includes calls received while the

agent was in the following work modes:

•Auto-In or Manual-In

•ACW mode for ACD calls

•ACW mode that was not associated with a call

•AUX work mode.

sum(ACWINCALLS +

<EXT_CALL_IN>)

Avg Extn In Time The average length of this agent’s inbound

extension calls.

sum(ACWINTIME +

AUXINTIME)/

sum(ACWINCALLS +

AUXINCALLS),

<AVG_TALK_TIME_IN_SUM>

Extn Out Calls The number of outbound extension calls that

were placed by the agent during the period

covered. This includes calls originated by the

agent while the agent was in the following work

modes:

•Auto-In or Manual-In

•ACW mode for ACD calls

•ACW mode that was not associated with a call

•AUX work mode.

sum(ACWOUTCALLS +

AUXOUTCALLS)

sum(<EXT_CALL_OUT>)

Avg Extn Out

Time

The average length of this agent’s outbound

extension calls.

sum(ACWOUTTIME +

AUXOUTTIME)/

sum(ACWOUTCALLS +

AUXOUTCALLS),

<AVG_TALK_TIME_OUT_SUM

ACD Time Time this agent spent on ACD calls (including

direct agent calls) during the report interval.

sum(I_ACDTIME +

I_DA_ACDTIME),

sum(<TOTAL_I_ACDTIME>)

ACW Time The amount of time the agent spent working on

call-related activities (that is, ACW activities).

This includes direct agent ACW activities during

the report interval.

sum(I_ACWTIME +

I_DA_ACWTIME),

sum(<TOTAL_I_ACWTIME>)

Agent Ring Time The time the agent had split/skill and direct agent

ACD calls ringing. If the agent answers or makes

another call instead of answering the ringing call,

the I_RINGTIME is stopped. This applies only to

switches with ring state.

sum(I_RINGTIME)

Field Description Database Item, Calculation, or

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Summary Report 4-43

Other Time The time the agent spent doing other work in all

splits/skills. For

DEFINITY

ECS switches, agents

are doing other work while in Auto-In or Manual-

In if they:

•Put any call on hold while not doing any other

activity.

•Dial to place a call or to activate a feature.

•Have a personal call ringing with no other activity.

Agent positions show up as OTHER directly after

the link to the switch comes up and directly after

the agents log in before the

CentreVu

CMS is

notified of the agent’s work state.

sum(TI_OTHERTIME)

AUX Time The total time that the agents spent in AUX work

in all splits/skills or on AUXIN/AUXOUT calls for

the specified time period.

sum(TI_AUXTIME)

Avail Time The total time that the agents were available to

take ACD calls for any split/skill during the

specified time period.

sum(TI_AVAILTIME)

Staffed Time The total time the agents were logged in (staffed)

for the specified time period in any split/skill. This

does not include time the link was down.

sum(TI_STAFFTIME)

Trans Out The number of calls transferred by this agent to

another destination. For

DEFINITY

ECS

switches, this records all calls that were

transferred.

sum(TRANSFERRED)

Held Calls The number of calls the agent put on hold. For

DEFINITY

ECS switches, this is all calls the

agent put on hold.

sum(HOLDCALLS)

Avg Hold Time The average length of time calls were on hold. sum(HOLDTIME) /

sum(HOLDCALLS),

<AVG_HOLD_TIME_SUM>

Field Description Database Item, Calculation, or

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Trace by Location Report 4-44

Agent Trace by Location Report

Overview The Agent Trace by Location report lists each agent activity and the time

it occurred, by agent location ID. This information could be useful when

evaluating how well agents are using their time. This report is only

available through Release 8

CentreVu

Supervisor.

Things to know about

this report Here are some things to know about this report:

•Refer to the "Agent and Trunk States" section of Chapter 1, “

Introduction” in this book for a list of the agent states.

•The database items for the Agent Trace by Location report are

stored in the ag_actv table.

•This report uses the Agent Report Input Window. Select an agent

who you want to view on the report. See Agent Report Input

Fields (4-7) for more information.

Agent Trace by Location

report example The following figure provides an example of an Agent Trace by Location

Report.

Agent Trace by Location

report description The following table describes the report fields.

Report Heading Description Database Item, Calculation, or

Agent The name or login ID of the agent. You can make

this selection in the report input window.

syn(LOGID)

ACD The ACD name or number for which the data was

collected.

syn(ACD)

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Trace by Location Report 4-45

Date The day that the event (state change) was

recorded.

ROW_DATE

Time The time of day that the event started. EVENT_TIME

Seq The sequence number of the event. Agent events

which occur in the same second are assigned

increasing sequence numbers, so the order in

which they occurred can be determined.

WMODE_SEQ

Location ID The location ID(s) associated with the agent. This

ID is not associated with the agent personally, but

rather with the terminal the agent is logged into. It

is also associated with a port network location ID

DEFINITY

. If the Agent Site Tracking feature

is not available on your system, the field will not

display meaningful data.

LOC_ID

Logout Reason The reason code that the agent entered when

logging out. Reason code 0 (zero) indicates that

the agent forced a logout without entering a

reason code, or the system logged the agent out.

syn(LOGOUTREASON)

AUX Reason The reason code that the agent entered when

changing to AUX work mode. Reason code 0

(zero) indicates that the agent did not enter a

reason code, or the system put the agent into

AUX work mode.

syn(AUXREASON)

State The current work state of the agent. An agent can

be in any one of the following states: LOGON,

LOGOFF, ACDIN, ACDOUT, ACW, ACWIN,

ACWOUT, AUX, AUXIN, AUXOUT, AVAILABLE,

DACDIN, DACDOUT, DACW, DACWIN,

DACWOUT, or UNKNOWN.

WORKMODE and DIRECTION

Split/Skill The name or number of the split/skill which the

agent logged into or for which the agent handled

a call.

syn( SPLIT)

Time The length of time spent in the state. Shown in

minutes and seconds (mm:ss).

DURATION

Hold The agent put the current call on hold. For

DEFINITY

ECS Generic 3 switches, this is all

calls the agent put on hold.

CALLER_HOLD

Report Heading Description Database Item, Calculation, or

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Agent Trace by Location Report 4-46

Rec This indicates whether the agent reconnected to

the call (for example, the agent put a call on hold

and then retrieved the call from hold).

RECONNECT

Malicious Call The agent activated malicious call trace. This

applies to

DEFINITY

ECS Generic 3.

MCT

Rls The agent released the ACD call. This is always

true for ACD calls the agent transferred or

conferenced. This only applies to

DEFINITY

ECS

and Generic 3 switches.

AGT_RELEASED

Calling Party The identification of the caller. This is the ANI/

SID for Generic 3 Version 4 and later

DEFINITY

ECS with ISDN ANI delivery. Otherwise, it is the

extension or trunk equipment location identifying

the originator of the call.

CALLING_PTY

Call Work Code The call work code that the agent entered for the

call. This applies to

DEFINITY

ECS Generic 3

switches.

WORKCODE

Dialed Digits The digits that the agent dialed to originate a call.

Trunk access codes, feature access codes,

account and authorization codes are not

included. This applies to

DEFINITY

ECS Generic

3 switches.

DIGITS_DIALED

Asst The agent requested supervisor assistance. This

is activated by pressing the ASSIST button.

ASSIST_ACTV

Conf The agent activated a conference. This applies to

DEFINITY

ECS Generic 3 switches.

CONFERENCE

Trans Out The agent transferred the call. (

DEFINITY

ECS

Generic 3 = all calls transferred.)

TRANSFERRED

Report Heading Description Database Item, Calculation, or

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Other Reports 4-47

Other Reports

Overview

Purpose This section describes Other reports.

Organization This following topics are described:

•General Information About Other Reports

•Call Records Report

•Call Work Codes Report

Historical Reports

CentreVu®

Supervisor Version 8 Reports

General Information About Other Reports 4-48

General Information About Other Reports

What an Other Report

contains

CentreVu

Supervisor Other reports give you access to specific

information on call records and call work codes.

Organization of Other

reports The following list shows how the Call Records and Call Work Code

reports are organized in

CentreVu

Supervisor .

•Call Records

•Call Work Code: Daily, Weekly, Monthly

Other report selector

window The following figure is an example of the Other Report Selector window.

The reports are explained in the same order as listed in the window.

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Call Records Report 4-49

Call Records Report

Overview The Call Records report allows you to view selected information about

each call. For example, you might have a caller that complained about

being put on hold three times and then transferred. This report gives you

this type of information about a call.

Things to know about

this report Here are some things to know about this report:

•Call Records allow you to view information about particular calls.

Each call is represented by one or more records, because a new

record is created whenever the call is conferenced or transferred.

However, all records for a particular call will have the same call ID,

so that you know the records represent the same call.

•With call records, the call is tracked up until it is transferred or

conferenced. At the point of a conference or transfer, a new call

record is generated for the call.

•The standard Call Records report is provided as a model for

customized call record reports. Most call record reporting will need

to be done from Designer reports tailored to your needs.

•If you are customizing the Historical Call Record Report with

CentreVu

Report Designer, the Disposition report field will display

the numerical values for DISPOSITION, and not the state names.

See the

CentreVu CMS R3V8 Database Items and Calculations

(585-210-939) document for more information.

•See the

CentreVu CMS R3V8 Database Items and Calculations

(585-210-939) document for a complete listing of the call record

historical database items.

•Call records are limited to 5000 records.

•To protect the real-time processing on

CentreVu

CMS, internal call

records can only be collected if your call center’s traffic is under 400

calls in 20 minutes.

•The call_rec table includes may items that are not displayed in

the standard report.

•This report gives you information on specific calls. It is based only

on the start and stop dates and times that you enter.

•The database items for the Call Records report are stored in the

call_rec table.

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Call Records Report 4-50

Call Records report input

fields The following table describes the fields on the input window. You must fill

in the window to run the report.

Call Records report

example The following figure provides an example of a Call Records Report.

Field Definition

Start date: Enter the date from which you want the reporting period to start. The

report runs for all calls answered by the ACD from the Start date and

Start time through the Stop date and Stop time.

Start time: Enter the time from which you want the reporting period to start. Use

any of the following formats:

•AM/PM (for example, 7:30AM or 5:00PM)

•24-hour notation (for example, 7:30 or 17:00).

Stop date: Enter the date you want the report to run through. The report will be

run for all calls answered by the ACD from the Start date and Start

time through the Stop date and Stop time.

Stop time: Enter the time that you want the report to stop. Use any of the

following formats:

•AM/PM (for example, 7:30AM or 5:00PM)

•24-hour notation (for example, 7:30 or 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

Call Records Report 4-51

Call Records report

description The following table describes the report fields for the time period covered

by the report.

Report

Heading Description Database Item,

Calculation, or

Date: The day, week, or month for which the report ran. You

can make these selections in the report input window.

ROW_DATE

ACD The number of the ACD that handled this call. syn(ACD)

Call ID A unique number assigned to this call and all its

segments. Note that in the case of a conference or

transfer, when the data for the conference/transfer is

recorded, the same call ID will be recorded for all call

segments of the conference/transfer. In the case of

“meet-me” conferences, this may result in higher-

numbered segments of the call starting before the first

segment on the call. Call IDs are not necessarily strictly

sequential, but will be unique for calls over a day.

CALLID

Segment The number of the call segment. Segment numbers are

from 1 up to the number of segments in the call.

SEGMENT

Date The starting date for the segment. ROW_DATE

Start Time The starting time for the segment. ROW_TIME

Calling Party The Automatic Number Identification (ANI)/Station

Identification (SID) (Generic 3 Version 4 switches or the

ECS with ANI delivery), extension or trunk equipment

location identifying the originator of the call This field is

blank if the trunk is not measured or, for internal calls, if

the originating extension is not measured.

CALLING_PTY

Dialed

Number

The number the caller dialed. This will be the VDN for

inbound vectoring calls and dialed digits for outbound

calls. This will be blank for inbound calls without

vectoring.

DIALED_NUM

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Supervisor Version 8 Reports

Call Records Report 4-52

Disposition Indicates what happened to the call in the call segment.

The possibilities are: 1=connected (CONN),

2=answered (ANS), 3=abandoned (ABAN),

4=interflowed (IFLOW), 5=forced busy (FBUSY),

6=forced disconnect (FDISC), and 7=other (OTHER).

•A connected call is a non-ACD call to a measured agent

for which CMS receives an indication that the call was

connected.

•An answered call is any split/skill or direct agent ACD call

for which CMS receives an indication that the call was

answered by an agent.

•An abandoned call is any call for which CMS receives

notification that the caller abandoned. This includes calls

with talk times shorter than the phantom abandoned call

timer.

•An interflowed call is a call that was redirected to an off-

switch destination.

•Forced busy calls are calls that CMS records as

BUSYCALLS for the trunk group that carried them. For

switches with vectoring, these are VDN calls that

received a forced busy from the “busy” vector command.

For the ECS , calls that receive a busy indication

because the split queue was full (or there was no queue)

are recorded here.

•Forced disconnect calls are VDN calls that are

disconnected by the switch due to the execution of a

disconnect vector command (Generic 3 Version 2, later

Generic 3 switches, and the ECS ). For the ECS ,

Generic 3 Version 2 and later Generic 3 releases, forced

disconnect calls also include calls disconnected because

of the disconnect vector timer or because they reached

the end of vector processing without being queued.

DISPOSITION

Disposition

Time

The amount of time the call waited until its disposition

(in the vector, in queue, and ringing). For extension

calls made directly to agents (not through a VDN), this

will always be zero.

DISPTIME

Split/Skill The number of the split or skill associated with the call

at its disposition in this call segment. Calls that were not

queued to a split or skill at the time of disposition will

have this item set to blank. Calls that were queued to

an unmeasured split or skill at the time of disposition

will have this item set to zero.

DISPSPLIT

Report

Heading Description Database Item,

Calculation, or

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CentreVu®

Supervisor Version 8 Reports

Call Records Report 4-53

Ans Logid The login ID of the agent who answered the call in this

segment. This field is blank for unmeasured extensions

when EAS is not active.

ANSLOGIN

Talk Time The time an agent spends talking on a call. This does

not include the time the caller is on hold.

TALKTIME

Hold Time The total time the call was put on hold by the answering

agent, in seconds, in this call segment. Note that in

agent-to-agent calls, Hold Time is accrued for the

answering agent if the agent puts the call on hold, but

not for the other agent (who continues to accrue talk

time).

For the

DEFINITY

ECS switches, Hold Time includes all

calls held.

ANSHOLDTIME

ACW Time The time spent, in seconds, in After Call Work (ACW)

related to this call by the answering agent in this

segment.

ACWTIME

Trans Out This indicates whether or not the answering agent

initiated a transfer on this call segment. Valid values for

Trans Out are 0=NO, 1=YES.

For the ECS and Generic 3 switches Trs is set for any

call transferred.

TRANSFERRED

Conf This indicates whether or not this call segment

represents part of a conference (0= NO, 1=YES).

Available on the ECS and Generic 3 switches.

CONFERENCE

Assist This indicates if the answering agent in this segment

requested supervisor assistance on this call (0= NO,

1=YES).

ASSIST

Last Call Work

Code

The last call work code entered by the answering agent

in this segment. This database item applies to

DEFINITY

ECS switches.

LASTCWC

Report

Heading Description Database Item,

Calculation, or

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Call Work Code Report 4-54

Call Work Code Report

Overview Use the Call Work Code report to track certain call activities of your call

center, such as special sale items, complaints, or how many times a

customer made a purchase based on a special sales campaign. Agents

enter a specific call work code that is associated with a particular call

activity when the activity occurs. Those entries are tracked on this report.

To produce data in this report, you must have the Call Work Codes

feature on a

DEFINITY

ECS Generic 3 switch.

Things to know about

this report Here are some things to know about this report:

•The Call Work Code report is available in daily, weekly, and monthly

versions.

•The database items for the Call Work Code reports are stored in the

dcwc (daily), wcwc (weekly), and mcwc (monthly) tables.

•The range of call work codes that may be reported on cannot

exceed 1000.

•Because call work codes directly affect the amount of storage space

required for each file system and the disk space, you must allocate

the number of call work codes to be saved by the CMS in the

System Setup-Data Storage Allocation window.

•You must identify and specify where you want to store call work

code data in the System Setup-Free Space Allocation window.

•You must assign the call work codes for which the CMS collects data

in the Call Center Administration-Call Work Codes window.

•Call Work Codes can only be nine or fewer digits in each code if you

want to assign names to the codes in the Dictionary.

Prerequisite system

administration If you wish to run this report, you must do the following:

•Allocate the number of call work codes to be saved by

CentreVu

CMS in the System Setup-Data Storage Allocation window. See

Chapter 9, " CMS System Setup" in the

CentreVu Call Management

System Release 3 Version 8 Administration 585-210-910

document

for more information.

•Identify and specify where you want to store call work code data in

the System Setup-Free Space Allocation window. See Chapter 9, "

CMS System Setup" in the

CentreVu Call Management System

Release 3 Version 8 Administration 585-210-910

document for more

information.

•Assign the call work codes for which

CentreVu

CMS collects data in

the Call Center Administration-Call Work Codes window. See

Chapter 7, "Call Center Administration" in the

CentreVu Call

Management System Release 3 Version 8 Administration 585-210-

910

document for more information.

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Call Work Code Report 4-55

Call Work Code report

input fields The following table describes the fields on the input window. You must fill

in the window to run the report.

Call Work Code report

example The following figure provides an example of a Call Work Code Report.

Field Definition

Call work code(s): Enter the call work code name(s) or number(s) that you want to view

in this report.

Date: Enter the date for the day or the start date for the week or the month

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 today’s date (for example, -1 for

yesterday).

•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. The month start date

must be the first day of the month.

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

Call Work Code Report 4-56

Call Work Code report

description The following table describes the report fields for the time period covered

by the report.

Report Heading Description Database Item, Calculation, or

Date, Week

Starting, Month

Starting

The day, week, or month for which the report ran.

You can make these selections in the report input

window.

ROW_DATE

ACD ACD name or number associated with the call

work code(s).

syn( ACD)

Call Work Code Call work code number. CWC

Call Work Code

Name

Name associated with the call work code

number.

syn( CWC)

ACD Calls Number of times the call work code was entered

while agents were on ACD calls or in ACW

associated with an ACD call.

ACDCALLS

ACD Time Total talk time associated with ACDCALLS that

have this call work code.

ACDTIME

ACW Time Total after call work time associated with

ACDCALLS with this call work code.

ACWTIME

Avg ACD Time Average talk time associated with the call work

code.

ACDTIME/ ACDCALLS,

<AVG_ACD_TALK_TIME>

Avg ACW Time Average after call work time associated with the

call work code.

ACWTIME/ ACDCALLS,

<AVG_ACW_TIME>

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Reports 4-57

Split/Skill Reports

Overview

Purpose This section describes split/skill reports.

Organization The following topics are described:

•General Information About Split/Skill Reports

•Split/Skill Report Selector Window

•Split/Skill Report Input Fields

•Split/Skill Call Profile Report

•Split/Skill Graphical ASA Report

•Split/Skill Graphical ASA Daily

•Split/Skill Graphical Average Positions Staffed Report

•Split/Skill Graphical Call Profile Report

•Split/Skill Graphical Multi-ACD Service Level Daily

•Split/Skill Graphical Service Level Report

•Split/Skill Graphical Skill Overload Report

•Split/Skill Graphical Time Spent Report

•Split/Skill Outbound Report

•Split/Skill Report

•Split/Skill by Location Report

•Split/Skill Summary Report

Historical Reports

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Supervisor Version 8 Reports

General Information About Split/Skill Reports 4-58

General Information About Split/Skill Reports

What a Split/Skill Report

contains

CentreVu

Supervisor Split/Skill reports give you access to information on

your splits or skills. This information includes looking at the percentage of

calls answered within set service levels by split/skill, how many calls were

handled by each agent in a split/skill, and summarizing the activity for an

entire split/skill.

Organization of Split/

Skill reports The following list shows how the Split/Skill reports are structured in

CentreVu

Supervisor.

•Call Profile: Daily, Weekly, Monthly

•Split/Skill Graphical Multi-ACD Service Level Daily: Daily

•Graphical ASA

•Graphical Average Positions Staffed

•Graphical Service Level: Interval

•Graphical Call Profile: Daily

•Graphical Skill Overload

•Graphical Time Spent: Interval

•Outbound: Interval, Daily, Weekly, Monthly

•Report: Daily, Weekly, Monthly

•Split/Skill by Location: daily

•Summary: Interval, Daily, Weekly, Monthly

Split/Skill report selector

window The 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.

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Report Input Fields 4-59

Split/Skill Report Input Fields

Overview The reports in this section use the Split/Skill Report Input Windows.

Specific input information is included with the reports. The following

figure shows an example of the Split/Skill Report input window. You must

fill in the report input window to run the report.

Split/Skill report input

fields The following table describes the input fields on historical Split/Skill report

input windows. Not all reports use all fields; refer to information for the

specific report you are running to determine what you want to view. For

example, you may enter an agent group, agent name, location ID, or

split/skill to run the report.

All possible fields on this window are described here:

Field Definition

Split/Skill: Enter the appropriate split/skill name or number that you want to

view in this report. Any name(s) you want to appear on the report

must have been previously defined and entered in the Dictionary

subsystem.

Date: (interval) Enter the date you would like the report to cover. Use any of the

following formats:

•A month/day/year (for example, 3/21/96).

•A minus (-) offset based on today’s date (for example, -1 for

yesterday).

Dates: (daily, weekly, monthly) 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 today’s 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.

Historical Reports

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Supervisor Version 8 Reports

Split/Skill Report Input Fields 4-60

Times: (interval) Enter the time you would like the report to cover. Use any of the

following formats:

•AM/PM (for example, 7:30AM-5:00PM)

•Military time (for example, 7:30-17:00).

•You can use a "-" offset based on today’s date (for example, -1 for

yesterday).

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.

Location Select a location ID for which to run the report. The location ID is an

ID number of 1 – 44 digits assigned to a

DEFINITY

port network

location and the equipment assigned to that port location.

Field Definition

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Call Profile Report 4-61

Split/Skill Call Profile Report

Overview The Split/Skill Call Profile report shows the number of calls answered and

abandoned in time increments that you administer. This report also

displays your acceptable service level. See “Call Center Administration—

Split/Skill Call Profile Setup,” in the

CentreVu Call Management System

Release 3 Version 8 Administration 585-210-910

document for both the

time increments and acceptable service levels. Since this report shows

you how long it takes for calls to be answered or abandoned, you can

determine how long a caller is willing to wait for an agent before hanging

up. With this information, you can determine the appropriate answering

speed required to reduce abandoned calls.

Things to know about

this report Here are some things to know about this report:

•Calls are displayed in ten columns, with each column representing a

progressively longer wait time.

•The Split/Skill Call Profile report is available in daily, weekly, and

monthly versions.

•The database items for the Split/Skill Call Profile Report are stored

in the dsplit (daily), wsplit (weekly), and msplit (monthly)

tables.

•This report uses the Split/Skill report input window. Select a split/skill

that you want to view on the report. See Split/Skill Report Input

Fields (4-59) for more information.

Split/Skill Call Profile

report example The following figure provides an example of a Split/Skill Call Profile

report.

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Call Profile Report 4-62

Split/Skill Call Profile

report description The following table describes the report fields for the time period covered

by the report.

Report Heading Description Database Item, Calculation, or

Date, Week

Starting, Month

Starting

The day, week, or month for which the report ran.

You can make these selections in the report input

window.

ROW_DATE

Split/Skill The name or number of the split/skill that is

selected for this report. You can make these

selections in the report input window.

syn(SPLIT)

% Within Service

Level

The percentage of split/skill ACD calls that were

queued to this split/skill and answered within your

administered service level.

100*( ACCEPTABLE/

CALLSOFFERED),

<PERCENT_SERV_LVL_SPL>

ACD The ACD name or number for which the data was

collected.

syn(ACD)

Service Intervals

Changed

A YES appears if you changed your service

interval increments during the time period

covered by the report. A NO appears if you have

not changed your service interval increments.

The words displayed for YES or NO represent

the values defined in the Dictionary subsystem.

syn(YES_NO)

Acceptable

Service

Changed

A YES appears if you changed your acceptable

service level during the period covered by the

report. A NO appears if you have not changed

your acceptable service level. The words

displayed for YES or NO represent the values

defined in the Dictionary subsystem.

syn(YES_NO)

Seconds The values administered for the service level

increments. Each Secs (seconds) interval

represents a progressively longer wait time for a

call, and each interval can be a different length.

PERIOD1-9

ACD Calls The number of split/skill ACD calls answered

within each service level increment.

ACDCALLS1-10

Aban Calls The number of split/skill ACD calls that

abandoned within each service level increment.

ABNCALLS1-10

Historical Reports

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Supervisor Version 8 Reports

Split/Skill Call Profile Report 4-63

ACD Calls The number of split/skill ACD calls that were

queued to this split/skill and answered by an

agent for this split/skill. This total also includes

O_ACDCALLS if you have the Outgoing Call

Management (OCM) application of ASAI. The

O_ACDCALLS is the number of ACDCALLS that

were placed by an adjunct; this is also referred to

as predictive dialing.

ACDCALLS

Avg Speed Ans The average time the split/skill ACD calls were

waiting in queue and ringing before being

answered by an agent.

ANSTIME/ ACDCALLS,

<AVG_ANSWER_SPEED>

% Ans Calls The percentage of calls queued to the split/skill

that were answered by agents for this split/skill.

100*( ACDCALLS/

CALLSOFFERED),

<PERCENT_CALL_ANS>

Aban Calls The number of ACD calls to the split/skill that

disconnected while either waiting in queue (if this

was the first split/skill the call was queued to), or

while ringing. This total includes calls with talk

time less than the phantom abandoned call timer

value, if it is set. This total also includes

O_ABNCALLS if you have OCM. The

O_ABNCALLS is the number of outbound ACD

calls that were abandoned by the far end.

ABNCALLS

Avg Aban Time The average time the split/skill ACD calls were

waiting in queue or ringing before abandoning.

ABNTIME/ ABNCALLS,

<AVG_ABANDON_TIME>

% Aban Calls The percentage of calls queued to the split/skill

that abandoned before being answered by an

agent.

100*( ABNCALLS/ (

CALLSOFFERED)),

<PERCENT_CALL_ABAN>

Report Heading Description Database Item, Calculation, or

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical ASA Report 4-64

Split/Skill Graphical ASA Report

Overview The Split/Skill Graphical ASA (Average Speed of Answer) report shows

the average speed of answer for ACD calls answered in each selected

split/skill for each selected interval.

Things to know about

this report Here are some things to know about this report:

•The database items for the Split/Skill Graphical ASA report are

stored in the dsplit (current interval) and hsplit (intrahour

interval) tables.

•The chart type can be changed. See Chapter 2, “Using Reports”, for

more information.

•This report is only available through the

CentreVu

Supervisor

interface.

•This report uses the Split/Skill report input window. Select a split/skill

that you want to view on the report. See Split/Skill Report Input

Fields (4-59) for more information.

•This report is only available for

DEFINITY

R8 ACDs.

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical ASA Report 4-65

Split/Skill Graphical ASA

report example The following figure provides an example of a Split/Skill Graphical ASA

report.

Split/Skill Graphical ASA

report description The following table describes the report fields for the time period covered

by the report.

Report Heading Description Database Item,

Calculation, or

Date: The day for which the report was run (selected in the

report input window).

ROWDATE

Start Time

(Interval)

The start time of the interval for which the data was

collected. (This field displays only for the Interval report.)

STARTTIME

Split/Skill The name or number of the split/skill you are currently

viewing.

syn(SPLIT)

Average Speed

of Ans - Seconds

The value in seconds of the average speed of answer for

the split/skill during the time period covered in the report.

<AVG_ANSWER_

SPEED>

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical Average Positions Staffed Report 4-66

Split/Skill Graphical Average Positions Staffed Report

Overview This report is available for customers who have purchased

CentreVu

Advocate and the

DEFINITY

ECS R6 or later. This report shows, for a

specified skill, the maximum agent positions allocated for the skill, as well

as the average positions staffed. This allows call center supervisors to

see historically how many agents were counted on for a skill in

comparison to how many agents were actually available on the skill.

Things to know about

this report Here are some things to know about this report:

•This report is available only on the

DEFINITY

‚ ECS R6 or later with

EAS. If

CentreVu

Advocate is not activated, then the fields on the

report that pertain to

CentreVu

Advocate will not populate.

•This report is accessed from the historical folder of the report

selector window, via the Split/Skill category, under “Graphical

Average Positions Staffed.”

•The report input window allows the user to specify a skill name or

number, the time intervals, and the report destination.

•The caption displayed on the report is “Average Positions Staffed -

xxx” where xxx is the skill string name specified by the user in the

Name Format window.

•The date for which the report is run displays at the top right of the

report.

•The primary component of this report is a 2-D vertical bar chart.

•The chart contains the following components:

– The y-axis of the chart has gradients for the number of agents.

– The x-axis of the chart displays the specified time intervals.

– The legend displays “Max Post Allocated” and “Avg Pos

Staffed.”

•The database items for the Split/Skill Graphical ASA report are

stored in the dsplit (current interval) and hsplit (intrahour

interval) tables.

•This report uses the Split/Skill report input window. Select a split/skill

that you want to view on the report. See Split/Skill Report Input

Fields (4-59) for more information.

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical Average Positions Staffed Report 4-67

Split/Skill Graphical

Average Positions

Staffed report example

The following figure provides an example of a Split/Skill Graphical

Average Positions Staffed report.

Split/Skill Graphical

Average Positions

Staffed report

description

The following table describes the report fields for the time period covered

by the report.

Report Heading Description Database Item,

Calculation, or

Date: The day for which the report was run (selected in the

report input window).

ROWDATE

Split/Skill The name or number of the split/skill you are currently

viewing.

syn(SPLIT)

Max Pos Allocated The maximum agent positions allocated for this skill. MAX_DEDICATED_AGT

Avg Pos Staffed The average positions staffed for this skill. AVG_EQV_AG_STFD

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical ASA Daily Report 4-68

Split/Skill Graphical ASA Daily Report

Overview The Split/Skill Graphical ASA (Average Speed of Answer) Daily report

shows the average speed of answer for ACD calls answered in selected

splits/skills for selected days.

Things to know about

this report Here are some things to know about this report:

•The database items for the Split/Skill Graphical ASA Daily report are

stored in the dsplit (current interval) tables.

•The chart type can be changed. See Chapter 2, “Using Reports”, for

more information.

•The bottom right of the report contains a status bar that displays the

name of the ACD chosen through the Report Selector dialog box. A

legend on the right side of the report shows the names of the

selected splits/skills.

•This report is only available through the

CentreVu

Supervisor

interface.

•This report uses the Split/Skill report input window. Select the splits/

skills that you want to view on the report and the days for which you

want to view ASA. See Split/Skill Report Input Fields (4-59) for more

information.

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical ASA Daily Report 4-69

Split/Skill Graphical ASA

Daily report example The following figure provides an example of a Split/Skill Graphical ASA

Daily report.

Split/Skill Graphical ASA

report description The following table describes the report fields for the time period covered

by the report.

Report Heading Description Database Item,

Calculation, or

Dates The days for which the report was run (selected in

the report input window).

ROWDATE

Split/Skill The name of the split/skill you are currently viewing. syn(SPLIT)

Average Speed of

Ans - Seconds

The value in seconds of the average speed of

answer for the split/skill during the time period

covered in the report.

<AVG_ANSWER_SPEED>

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical Call Profile Report 4-70

Split/Skill Graphical Call Profile Report

Overview This report shows how well the split or skill you specify performed

compared to your call center’s predefined service levels for the date you

specify.

Things to know about

this report Here are some things to know about this report:

•This report has four charts and displays a collection of split/skill call

profile related data items at the top of the report. A legend appears

to the right of each chart.

•The three-dimensional pie chart in the upper-left quadrant shows

the percentage of ACD calls answered within the Acceptable

Service Level and the percentage of ACD calls answered outside

this level. The numerical value represented by each pie piece is

shown inside the pie chart, and the boxes to the right of each graph

are a legend.

•The three-dimensional pie charts on the right side of the report show

the Percentage Answered Distribution (upper right quadrant) and

the Percentage Abandoned Distribution (lower right quadrant) for

each service level increment. The numerical value represented by

each pie piece is shown inside the pie chart.

•The horizontal bar chart in the lower-left quadrant shows the actual

number of ACD calls answered within each service interval. The

horizontal axis represents the number of calls answered or

abandoned. The vertical axis represents the customer’s service

intervals. For each of these intervals, two horizontal bars are

displayed. One bar shows the number of answered ACD calls, and

the other bar shows the number of abandoned calls.

•The number displayed for each service interval is the upper limit of

the interval. For example, if the first two intervals are 5 and 10, the

first data point on the graph indicates the number of calls answered/

abandoned within 0-5 seconds, the second data point indicates the

number of calls answered/abandoned within 6-10 seconds.

•Other chart styles are available and can be changed.

•The database items for the Split/Skill Call Profile report are stored in

the dsplit table.

•This report is only available through the

CentreVu

Supervisor

interface.

•This report uses the Split/Skill report input window. Select a split/skill

that you want to view on the report. See Split/Skill Report Input

Fields (4-59) for more information.

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical Call Profile Report 4-71

Split/Skill Graphical Call

Profile report example The following figure provides an example of a Split/Skill Graphical Call

Profile report.

Split/Skill Graphical Call

Profile report description The following table describes the report fields for the time period covered

by the report.

Report Heading Description Database Item, Calculation, or

Date: The day for which the report was run (selected in

the report input window).

ROW_DATE

ACD Calls: The number of calls answered within the split/skill

for that day.

ACDCALLS

Service Level The number of seconds defined by the customer

as acceptable for answering calls.

SERVICELEVEL

Split/Skill: The name or number of the split/skill. syn( SPLIT)

Aban Calls: The number of split/skill calls abandoned for that

day.

ABNCALLS

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical Call Profile Report 4-72

Acceptable

Service

Changed:

Shows whether or not the acceptable service

level was changed. A "YES" appears if the

acceptable service level changed during the

period covered by the report. Otherwise, a "NO"

appears.

syn( SVCLEVELCHG)

Service Intervals

Changed:

A "YES" appears if service intervals were

changed during the period covered by the report.

syn( PERIODCHG)

Service Interval

Calls Answered

Percentage of split/skill ACD calls that were

answered by an agent within the predefined

acceptable service level. Calls to the split/skill

include abandoned calls, calls not answered, and

outbound ACD calls placed by an adjunct (for

example, outbound predictive dialing—Generic 3

switches with the ASAI feature). Calls that were

not answered may include forced busy calls,

forced disconnect calls, calls redirected to

another destination, and calls queued to more

than one split and answered in another split/skill.

For Generic 3 switches, Percent Within Service

Level does not include direct agent calls.

< <PERCENT_

SERV_LVL_SPL>

Service Interval

Answers and

Abandons

Percentage of split/skill ACD calls that were

answered by an agent within the predefined

acceptable service level. Calls to the split/skill

include abandoned calls, calls not answered, and

outbound ACD calls placed by an adjunct.

Outbound predictive dialing—Generic 3 switches

with the ASAI feature only. Calls that were not

answered may include forced busy calls, forced

disconnect calls, calls redirected to another

destination, and calls queued to more than one

split and answered in another split/skill. For

Generic 3 switches, Percent Within Service Level

does not include direct agent calls.

< <100-

PERCENT_SERV_LVL_SPL>

% Answered

Distribution

Graphically displays the distribution of all of the

incoming calls that were answered within each of

the defined service levels.

ACDCALLS1-10

% Abandoned

Distribution

Graphically displays the distribution of all of the

incoming calls that were abandoned within each

of the defined service levels.

ABNCALLS1-10

Report Heading Description Database Item, Calculation, or

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical Multi-ACD Service Level Report 4-73

Split/Skill Graphical Multi-ACD Service Level Report

Overview The Split/Skill Graphical Multi-ACD Service Level Report shows the

Percent in Service Level achieved for a skill selected from one or more

ACDs for each day. You can compare a split/skill in different ACDs and

use the information to:

•Determine workload

•Review Percent in Service Level for each ACD

•Evaluate call-handling performance

•Reassign agents

•Perform other ACD configuration alternatives for balancing

workloads and/or reducing abandoned calls.

Things to know about

this report Here are some things to know about this report:

•You can specify a single split/skill across ACDs.

•The Split/Skill Graphical Multi-ACD Service Level report is only

available in a daily version.

•The database items used for the Split/Skill Graphical Multi-ACD

Service Level report are stored in the dsplit (daily) tables.

•The Split/Skill Graphical Multi-ACD Service Level report can include

information on up to eight ACDs.

•This report is only available for

DEFINITY

R8 ACDs.

Split/Skill Graphical

Multi-ACD Service Level

report input window

The following figure provides an example of a Split/Skill Graphical Multi-

ACD Service Level report input window. The report input window must be

filled in to run the report.

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical Multi-ACD Service Level Report 4-74

Split/Skill Graphical

Multi-ACD Service Level

report input fields

The following table describes the fields on the input window.

Field Definition

Dates: (daily) Enter the date(s) you would like the report to cover.

Use any of the following formats:

•A month/day/year (for example, 3/21/96).

•A minus (-) offset based on today’s 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).

First through Eighth ACD: Enter the ACD name(s) or number(s) that corresponds to the

following Split(s)/Skill(s) field.

First through Eighth Split(s)/

Skill(s):

Enter the appropriate split/skill name(s) or number(s) that you want

to view in this report. Any name(s) you want to appear on the report

must have been previously defined and entered in the Dictionary

subsystem. You can enter more than one split/ skill by using a

semicolon (;) to separate individual entries or using a hyphen (-) for

a range of values.

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

Split/Skill Graphical Multi-ACD Service Level Report 4-75

Split/Skill Graphical

Multi-ACD Service Level

report example

The following figure provides an example of a Split/Skill Graphical Multi-

ACD Service Level report.

Split/Skill Graphical

Multi-ACD Service Level

report description

The following table describes the report fields for the time period covered

by the report.

Report Heading Description Database Item,

Calculation, or

ACD The ACD name or number for which the data was

collected.

syn(ACD)

Split/Skill The name or number of the split/skill that is selected

for this report. You can make these selections in the

report input window.

syn(SPLIT)

Date, Week

Starting, Month

Starting

The day, week, or month for which the report ran. You

can make these selections in the report input window.

ROW_DATE

Seconds The seconds in Service Level for the ACD. <100 * ACCEPTABLE/

CALLSOFFERED>

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical Service Level Report 4-76

Split/Skill Graphical Service Level Report

Overview This report shows the percentage of ACD calls answered within the

predefined acceptable service level and the percentage of ACD calls

abandoned for the date and split or skill you specify.

Things to know about

this report Here are some things to know about this report:

•The chart type can be changed. See Chapter 2, “Using Reports”, for

more information.

•Each set of vertical bars is labeled with the start time for the service

interval. The box below the chart is a legend.

•The database items for the Split/Skill Service Level report are stored

in the hsplit (intrahour interval) table.

•This report is only available through the

CentreVu

Supervisor

interface.

•This report uses the Split/Skill report input window. Select a split/skill

that you want to view on the report. See Split/Skill Report Input

Fields (4-59) for more information.

Split/Skill Graphical

Service Level report

example

The following figure provides an example of a Split/Skill Graphical

Service Level report.

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical Service Level Report 4-77

Split/Skill Graphical

Service Level report

description

The following table describes the report fields for the time period covered

by the report.

Report Heading Description Database Item, Calculation, or

Date: The day for which the report was run (selected in

the report input window).

ROW_DATE

Secs.: Shows actual administered service level. SERVICELEVEL

Split/Skill: The name or number of the split/skill that you are

currently viewing.

syn(SPLIT)

Acceptable

Service

Changed:

Shows whether or not the service level was

changed. A"YES" appears if the acceptable

service level changed during the period covered

by the report. Otherwise, a "NO" appears.

syn(SVCLEVELCHG)

% Within Service

Level

Percentage of ACD calls that were answered by

an agent within the predefined acceptable

service level for the time period shown in the

report.

<PERCENT_SERV_LVL_SPL>

% Aban Calls Percentage of ACD calls that were abandoned

for the time period shown in the report.

<PERCENT_ CALL_ABAN>

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical Skill Overload Report 4-78

Split/Skill Graphical Skill Overload Report

Overview The Graphical Skill Overload report shows how much time each skill has

spent in normal versus overload condition for the intervals specified for a

particular day.

CentreVu

Advocate is not activated, the fields of the report which

pertain to

CentreVu

Advocate will not be populated.

Things to know about

this report Here are some things you need to know about this report:

•You can access this report from the Historical Split/Skill Category

selector menu.

•The Graphical Skill Overload report is available in a daily version.

•This report displays a horizontal bar chart with a horizontal bar for

each skill.

•If you notice a trend toward increased time in overload state, you

may need to train or hire additional agents for that skill.

•The database items used for this report are stored in the dsplit

table.

•This report uses the Split/Skill Report Input Window. Select a skill

that you want to view on the report. See Split/Skill Report Input

Fields (4-59) for more information.

Split/Skill Graphical Skill

Overload report example The following figure is an example of a Graphical Skill Overload report:

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical Skill Overload Report 4-79

Split/Skill Graphical Skill

Overload report

description

The following table describes the report fields:

Report Heading Description Database Item, Calculation, or

Date The day for which the report was run (selected in

the report input window).

ROW_DATE

Split/Skill The name or number of the splits/skills selected

for this report.

syn( SPLIT)

Normal The time the skill spent under all of the

thresholds.

I_NORMTIME

Overload1 The time the skill spent over threshold 1 and

under threshold 2.

I_OL1TIME

Overload2 The time the skill spent over threshold 2. I_OL21TIME

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical Time Spent Report 4-80

Split/Skill Graphical Time Spent Report

Overview This report shows how much time the agents staffed in the specified split

or skill spent in each work state. It also shows the composite time spent

in the AUX work state for each of the reason codes defined for this Call

Center.

Things to know about

this report Here are some things to know about this report:

•Call center supervisors can use this report to estimate how much

time agents in this split/skill spent on ACD calls, in available state, in

ACW, in AUX, etc. for a particular day. This report enables

supervisors to tell how much time the agents in this split/skill spent

in AUX work state for each of the reason codes defined for this call

center.

•This report can display a three-dimensional pie chart that shows the

amount of time (in hours and minutes) that the agent spent in each

work state.

•By default, the percentage is shown inside of each section of the pie

chart.

•A legend displays a different color for each of the agent work states

(dictionary-defined synonym for each work state).

•This report displays a three-dimensional pie chart that shows the

reason codes for the time that the agents spent in AUX work mode.

•The percentage of AUX time (in hours and minutes) agents spent in

AUX for each reason code is displayed inside the slice of the pie

chart.

•A legend to the right of the pie chart shows a different color for each

of the reason codes. This legend contains the dictionary-defined

reason codes or numbers (if the reason codes have not been

defined in Dictionary).

•The database items used for the Split/Skill Graphical Skill Time

Spent report are stored in the hsplit (intrahour) and dsplit

(daily) tables.

•This report is only available through the

CentreVu

Supervisor

interface.

•This report uses the Split/Skill report input window. Select a split/skill

that you want to view on the report. See Split/Skill Report Input

Fields (4-59) for more information.

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical Time Spent Report 4-81

Split/Skill Graphical Time

Spent report example The following figure provides an example of a Split/Skill Graphical Skill

Time Spent report.

Split/Skill Graphical Skill

Time Spent report

description

The following table describes the report fields for the time period covered

by the report.

Report Heading Description Database Item, Calculation, or

Split/Skill: The name or number of the split/skill you are

currently viewing.

syn( SPLIT)

Date: The day for which the report was run (selected in

the report input window).

ROW_DATE

AVAIL The time during the collection interval that

POSITIONS were available for calls from this

split/skill.

I_AVAILTIME

ACW The time during the collection interval that

POSITIONS were in AUX in this split/skill. This

includes I_AUXINTIME and I_AUXOUTTIME.

<I_ACWTIME>

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Graphical Time Spent Report 4-82

RINGING The time during the collection interval that agents

were in the ringing state for calls to this split/skill.

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 that the caller spends

ringing and is independent of agent activity.

I_RINGTIME

ACD The time during the collection interval that

POSITIONS were on split/skill ACD calls for this

split/skill.

<I_ACDTIME>

AUX The time during the collection interval that

POSITIONS are in AUX in this split/skill.

I_AUXTIME

OTHER The time during the collection interval that

POSITIONS were doing other work.

I_OTHERTIME

Reason Code 0 The time during the collection interval that

POSITIONS were in AUX for reason code 0 in

this split/skill. This includes time on extension

calls from this AUX state.

For switches using AUX reason codes, this

represents the time agents spent in "system"

AUX.

For switches not using AUX reason codes,

I_AUXTIME0 is the same as I_AUXTIME.

I_AUXTIME0

Reason Code

1-9

The time during the collection interval that

POSITIONS were in AUX for each reason code

1-9 in this skill. This includes the time on

extension calls from each AUX state.

I_AUXTIME1-9

Report Heading Description Database Item, Calculation, or

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Outbound Report 4-83

Split/Skill Outbound Report

Overview The Split/Skill Outbound report displays the numbers and average talk

times for each type of outbound call for a given split/skill. It is useful

primarily for splits/skills that use an adjunct to deliver outbound ACD calls

or to dial outbound extension calls.

Things to know about

this report Here are some things to know about this report:

•This report requires the Outgoing Call Management application of

ASAI.

•The Split/Skill Outbound report is available in interval, daily, weekly,

and monthly versions.

•The database items for the Split/Skill Outbound report are stored in

the hsplit (interval), dsplit (daily), wsplit (weekly), and

msplit (monthly) tables.

•This report uses the Split/Skill report input window. Select a split/skill

that you want to view on the report. See Split/Skill Report Input

Fields (4-59) for more information.

Split/Skill Outbound

report example The following figure provides an example of a Split/Skill Outbound report.

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Outbound Report 4-84

Split/Skill Outbound

Report Description The following table describes the report fields for the time period covered

by the report.

Report Heading Description Database Item, Calculation, or

Split/Skill: The name or number of the split/skill that is

selected for this report. You can make these

selections in the report input window.

syn(SPLIT)

Time (for interval

reports only)

The intrahour intervals for which the report shows

data, as selected in the report input window.

STARTTIME,

STARTTIME+INTRVL

Date, Week

Starting, Month

Starting

The day, week, or month for which the report ran.

You can make these selections in the report input

window.

ROW_DATE

Outbound ACD

Calls

The number of outbound ACD calls placed by an

adjunct processor and queued to this split/skill

and answered by agents for this split/skill.

O_ACDCALLS

Avg Outbound

ACD Time

The average time the agents spent talking on

outbound ACD calls placed by an adjunct for this

split/skill.

O_ACDTIME/O_ACDCALLS

Avg ACW Time

(Outbound ACD)

The average time the agents spent in after call

work associated with outbound ACD calls placed

by an adjunct for this split/skill.

O_ACWTIME/O_ACDCALLS

Extn Out Calls The number of outbound extension calls made by

agents logged into this split/skill during the period

covered. Direct agent ACW out calls are not

included.

For agents in multiple splits/skills, outbound AUX

extension calls are included here if this split/skill

is the first one that the agent logged into, unless

the agent has an ACD call on hold. In this case

the outbound call is recorded for the split/skill

associated with the ACD call.

ACWOUTCALLS+

AUXOUTCALLS

<EXT_CALL_OUT>

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Outbound Report 4-85

Avg Extn Out

Time

The average time agents in this split/skill spent

talking on outbound extension calls.

For agents in multiple splits/skills, time spent on

outbound AUX extension calls are included here

if this split/skill is the first one that the agent

logged into, unless the agent has an ACD call on

hold. In this case the outbound call is recorded

for the split/skill associated with the ACD call.

(ACWOUTTIME+

AUXOUTTIME)/

(ACWOUTCALLS+

AUXOUTCALLS)

Adjunct Dialed

Extn Calls

The number of outbound extension calls for this

split/skill that were placed by an adjunct for an

agent; these are also referred to as keyboard-

dialed calls.

ACWOUTADJCALLS +

AUXOUTADJCALLS

Report Heading Description Database Item, Calculation, or

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Report 4-86

Split/Skill Report

Overview The Split/Skill Report shows the calls handled, agent time and assists,

and transfers and holds for each agent in a split/skill. This report shows

only the time each agent worked in this particular split/skill. An agent

could have worked in other splits/skills during the day.

Things to know about

this report Here are some things to know about this report:

•The Split/Skill Report is available in daily, weekly, and monthly

versions.

•The database items for the Split/Skill Report are stored in the

dagent (daily), wagent (weekly), and magent (monthly) tables.

•This report uses the Split/Skill report input window. Select a split/skill

that you want to view on the report. See Split/Skill Report Input

Fields (4-59) for more information.

Split/Skill report example The following figure provides an example of a Split/Skill report.

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Report 4-87

Split/Skill report

description The following table describes the report fields for the time period covered

by the report.

Report

Heading Description Database Item,

Calculation, or

Date, Week

Starting,

Month

Starting:

The day, week, or month for which the report ran. You

make these selections in the report input window.

ROW_DATE

Split/Skill The name or number of the split/skill that is selected for

this report. You can make these selections in the report

input window.

syn(SPLIT)

ACD The ACD name or number for which the data was

collected.

syn( ACD)

Agent Name The names or login IDs of the agents that logged into the

split/skill selected in the report input window.

syn(LOGID)

ACD Calls The number of split/skill and direct agent ACD calls

answered by the agent that connected during interval.

Direct agent calls are included if this is the direct agent

skill, or the direct agent skill is not measured by CMS and

this is the first skill the agent logged into. This total also

includes O_ACDCALLS if you have the Outgoing Call

Management application on ASAI. The O_ACDCALLS is

the number of ACDCALLS that were placed by an adjunct

on behalf of a split/skill; this is also referred to as

predictive dialing.

ACDCALLS +

DA_ACDCALLS,

<TOTAL_ACDCALLS>

Avg ACD Time The average time the agent spent talking on ACD calls for

this split/skill that completed during the period covered.

Direct agent time is included:

•if this is the direct agent skill

•if the direct agent skill is not measured by CMS and this is

the first skill the agent logged into.

•if the Direct Agent skill is not assigned, but the agent

receives Direct Agent calls.

This average includes O_ACDTIME if you have Outgoing

Call Management (OCM).

( ACDTIME+

DA_ACDTIME)/

( ACDCALLS+

DA_ACDCALLS),

<AVG_AGENT_

TALK_TIME>

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Report 4-88

Avg ACW

Time

The average time the agent spent in ACW for ACD and

direct agent calls for this split/skill during the time period

covered by the report.

Direct agent calls are included:

•if this is the direct agent skill

•if the direct agent skill is not measured by CMS and this is

the first skill the agent logged into.

•if the Direct Agent skill is not assigned, but the agent

receives Direct Agent calls.

This average includes O_ACWTIME if you have Outgoing

Call Management (OCM).

( ACWTIME+

DA_ACWTIME)/

(ACDCALLS+

DA_ACDCALLS),

<AVG_AGENT_

ACW_TIME>

ACD Time The total time the agent spent on split/skill ACD calls for

this split/skill during the period.

Direct agent time is included:

•if this is the direct agent skill

•if the direct agent skill is not measured by CMS and this is

the first skill the agent logged into.

•if the Direct Agent skill is not assigned, but the agent

receives Direct Agent calls.

I_ACDTIME+

I_DA_ACDTIME,

<TOTAL_I_ACDTIME>

ACW Time The total time the agent spent working in after call work

activities for this split/skill and direct agent ACD calls

attributed to this split/skill.

I_ACWTIME+

I_DA_ACWTIME,

<TOTAL_I_ACWTIME>

Agent Ring

Time

The total time split/skill and direct agent calls rang before

the agent answered. Ring applies to

DEFINITY

ECS

Generic 3 switches only.

I_RINGTIME

Report

Heading Description Database Item,

Calculation, or

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Report 4-89

Other Time The time agents spent doing other work.

For all switches "other" time is accumulated when:

•An agent first logs into the switch.

CentreVu

CMS tracks

the agent time as "other" time until the switch notifies

CentreVu

CMS of the agent’s state

•The link between CMS and the switch becomes

operational. The switch notifies CMS of all agents who are

logged in. CMS assumes these agents are in the "other"

state until the switch sends it notification of each agent’s

current state.

For Generic 3 switches, "other" time is accumulated when

agents in Auto-In or Manual-In:

•Put any call on hold while not doing any other activity

•Dialed to place a call or to activate a feature

•Had a personal call ringing with no other activity

•Were available for other, multiple call handling skills, but

not for this skill

•Were logged into multiple splits/skills and were doing work

for a split/skill other than this split/skill (on an ACD call or in

call- related ACW).

I_OTHERTIME

AUX Time The total time the agent spent in auxiliary work for the

split/skill.

I_AUXTIME

Avail Time The total time the agent spent waiting for an ACD call in

the split/skill.

I_AVAILTIME

Staffed Time The total time the agent was logged into the split/skill for

the period covered.

I_STAFFTIME

Assists The number of calls for which an agent requested

supervisor assistance for the split/skill. Assists for direct

agent calls are included here.

ASSISTS

Trans Out The number of calls transferred by this agent to another

destination during the specified time period. For

DEFINITY

ECS Generic 3 switches, any call transferred.

TRANSFERRED

Held Calls The number of calls the agent put on hold. This is any

type of call for

DEFINITY

ECS Generic 3 switches.

HOLDCALLS

Avg Hold Time The average time callers spent on hold at the agent. This

is any type of call for

DEFINITY

ECS Generic 3 switches.

HOLDTIME/

HOLDCALLS,

<AVG_HOLD_TIME>

Report

Heading Description Database Item,

Calculation, or

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill by Location Report 4-90

Split/Skill by Location Report

Overview The Split/Skill by Location Report shows the calls handled, agent time,

location ID for the agent terminal, and work, AUX, and other time for each

agent in a split/skill. This report shows only the time each agent worked in

this particular split/skill. An agent could have worked in other splits/skills

during the day. This report supports the Agent Site Tracking feature,

which must be enabled to see meaningful data on the report.

Things to know about

this report Here are some things to know about this report:

•The Split/Skill by Location Report is available in a daily version only.

•The database items for the Split/Skill by Location Report are stored

in the dagent (daily) tables.

•This report uses the Split/Skill report input window. Select a split/skill

that you want to view on the report. See Split/Skill Report Input

Fields (4-59) for more information.

Split/Skill by Location

report example The following figure provides an example of a Split/Skill by Location

report.

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill by Location Report 4-91

Split/Skill report

description The following table describes the report fields for the time period covered

by the report.

Report

Heading Description Database Item,

Calculation, or

Date Starting: The day for which the report ran. You make these

selections in the report input window.

ROW_DATE

Split/Skill The name or number of the split/skill that is selected for

this report. You can make these selections in the report

input window.

syn(SPLIT)

Location IDs The location ID(s) associated with the agents. These

IDs is not associated with the agents personally, but

rather with the terminal the agents are logged into. It is

also associated with a port network location ID on

DEFINITY

. If the Agent Site Tracking feature is not

available on your system, the field will not display

meaningful data.

LOC_ID

Agent Name The names or login IDs of the agents that logged into

the split/skill selected in the report input window.

syn(LOGID)

Location ID The location ID associated with the agent. This ID is not

associated with the agent personally, but rather with the

terminal the agent is logged into. It is also associated

with a port network location ID on

DEFINITY

. If the

Agent Site Tracking feature is not available on your

system, the field will not display meaningful data.

LOC_ID

ACD Calls The number of split/skill and direct agent ACD calls

answered by the agent that connected during interval.

Direct agent calls are included if this is the direct agent

skill, or the direct agent skill is not measured by CMS

and this is the first skill the agent logged into. This total

also includes O_ACDCALLS if you have the Outgoing

Call Management application on ASAI. The

O_ACDCALLS is the number of ACDCALLS that were

placed by an adjunct on behalf of a split/skill; this is also

referred to as predictive dialing.

ACDCALLS +

DA_ACDCALLS,

<TOTAL_ACDCALLS>

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill by Location Report 4-92

Avg ACD Time The average time the agent spent talking on ACD calls

for this split/skill that completed during the period

covered.

Direct agent time is included:

•if this is the direct agent skill

•if the direct agent skill is not measured by CMS and this

is the first skill the agent logged into.

•if the Direct Agent skill is not assigned, but the agent

receives Direct Agent calls.

This average includes O_ACDTIME if you have

Outgoing Call Management (OCM).

( ACDTIME+

DA_ACDTIME)/ (

ACDCALLS+

DA_ACDCALLS),

<AVG_AGENT_

TALK_TIME>

Avg ACW

Time

The average time the agent spent in ACW for ACD and

direct agent calls for this split/skill during the time

period covered by the report.

Direct agent calls are included:

•if this is the direct agent skill

•if the direct agent skill is not measured by CMS and this

is the first skill the agent logged into.

•if the Direct Agent skill is not assigned, but the agent

receives Direct Agent calls.

This average includes O_ACWTIME if you have

Outgoing Call Management (OCM).

( ACWTIME+

DA_ACWTIME)/ (

ACDCALLS+

DA_ACDCALLS),

<AVG_AGENT_

ACW_TIME>

ACD Time The total time the agent spent on split/skill ACD calls for

this split/skill during the period.

Direct agent time is included:

•if this is the direct agent skill

•if the direct agent skill is not measured by CMS and this

is the first skill the agent logged into.

•if the Direct Agent skill is not assigned, but the agent

receives Direct Agent calls.

I_ACDTIME+

I_DA_ACDTIME,

<TOTAL_I_ACDTIME>

ACW Time The total time the agent spent working in after call work

activities for this split/skill and direct agent ACD calls

attributed to this split/skill.

I_ACWTIME+

I_DA_ACWTIME ,

<TOTAL_I_ACWTIME>

Agent Ring

Time

The total time split/skill and direct agent calls rang

before the agent answered. Ring applies to

DEFINITY

ECS Generic 3 switches only.

I_RINGTIME

Report

Heading Description Database Item,

Calculation, or

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill by Location Report 4-93

Other Time The time agents spent doing other work.

For all switches "other" time is accumulated when:

•An agent first logs into the switch.

CentreVu

CMS tracks

the agent time as "other" time until the switch notifies

CentreVu

CMS of the agent’s state

•The link between CMS and the switch becomes

operational. The switch notifies CMS of all agents who

are logged in. CMS assumes these agents are in the

"other" state until the switch sends it notification of each

agent’s current state.

For Generic 3 switches, "other" time is accumulated

when agents in Auto-In or Manual-In:

•Put any call on hold while not doing any other activity

•Dialed to place a call or to activate a feature

•Had a personal call ringing with no other activity

•Were available for other, multiple call handling skills, but

not for this skill

•Were logged into multiple splits/skills and were doing

work for a split/skill other than this split/skill (on an ACD

call or in call-related ACW).

I_OTHERTIME

AUX Time The total time the agent spent in auxiliary work for the

split/skill.

I_AUXTIME

Avail Time The total time the agent spent waiting for an ACD call in

the split/skill.

I_AVAILTIME

Staffed Time The total time the agent was logged into the split/skill

for the period covered.

I_STAFFTIME

Total ACD

Calls

The total number of ACD calls received on the skill for

the selected date.

sum (TOTAL_ACDCALLS)

Total Avg ACD

Time

The total average ACD time on the skill for the selected

date.

AVG_AGENT_TALK_SUM

Total Avg

ACW Time

The total average ACW time on the skill for the selected

date.

AVG_AGENT_ACW_TIME

Total ACD

Time

The total ACD time for the skill for the selected date. sum(TOTAL_I_ACD_TIME)

Total ACW

Time

The total ACW time for the skill for the selected date. sum(TOTAL_I_ACW_TIME)

Total Agent

Ring Time

The total agent ring time for the skill for the selected

date.

sum(I_RINGTIME)

Report

Heading Description Database Item,

Calculation, or

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill by Location Report 4-94

Total Agent

Other Time

The total agent other time for the skill for the selected

date.

sum(I_OTHERTIME)

Total Agent

AUX Time

The total agent AUX time for the skill for the selected

date.

sum(I_AUXTIME)

Total Agent

Avail Time

The total agent avail time for the skill for the selected

date.

sum(I_AVAILTIME)

Total Agent

Staffed Time

The total agent staffed time for the skill for the selected

date.

sum(I_STAFFTIME)

Report

Heading Description Database Item,

Calculation, or

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Summary Report 4-95

Split/Skill Summary Report

Overview The Split/Skill Summary report summarizes the activity for an entire split

or skill by time. You could use this report to analyze the overall

performance of a split/skill or to compare two or more comparable splits/

skills.

Things to know about

this report Here are some things to know about this report:

•For

DEFINITY

ECS /Generic 3 switches with vectoring, calls that

queued to this split or skill as the second or third split/skill in the

VDN, but the disposition of the call (answered, abandoned,

outflowed) was recorded for another split/skill.

•Direct agent call data are not included in any of the Split/Skill

Summary reports. Direct agent calls are considered calls to the

agent instead of calls to the split/skill. If you wish to include direct

agent calls as split/skill calls, you can create a Designer report using

the agent table data.

•The Split/Skill Summary report is available in interval, daily, weekly,

and monthly versions.

•The database items for the Split/Skill Summary Report are stored in

the hsplit (interval), dsplit (daily), wsplit (weekly), and

msplit (monthly) tables.

•This report uses the Split/Skill report input window. Select a split/skill

that you want to view on the report. See Split/Skill Report Input

Fields (4-59) for more information.

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Summary Report 4-96

Split/Skill Summary

report example The following figure provides an example of a Split/Skill Summary report.

Split/Skill Summary

report description The following table describes the report fields for the time period covered

by the report.

Report Heading Description Database Item,

Calculation, or

<Calculation

Name>

Split/Skill: The name or number of the split/skill that is selected for this

report. You can make these selections in the report input

window.

syn(SPLIT)

Time (for interval

reports only)

The intrahour intervals for which the report shows data,

selected in the report input window.

STARTTIME,

STARTTIME +

INTRVL

Date, Week

Starting, Month

Starting

The day, week, or month for which the report ran. You can

make these selections in the report input window.

ROW_DATE

Avg Speed Ans The average time the completed split/skill ACD calls were

waiting in queue and ringing before being answered by an

agent.

ANSTIME/

ACDCALLS

<AVG_ANSWER_

SPEED>

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Summary Report 4-97

Avg Aban Time The average time the split/skill ACD calls were waiting in

queue or ringing before abandoning.

ABNTIME/

ABNCALLS

<AVG_ABANDON_

TIME>

ACD Calls The number of split/skill ACD calls that were queued to this

split/skill and answered by an agent for this split/skill. This

total also includes O_ACDCALLS if you have the Outgoing

Call Management application of ASAI (OCM). The

O_ACDCALLS is the number of ACDCALLS that were

placed by an adjunct; this is also referred to as predictive

dialing.

ACDCALLS

Avg ACD Time The average time the agents spent talking on ACD calls for

this split/skill that completed during the interval. This average

includes O_ACDTIME if you have OCM.

ACDTIME/

ACDCALLS

<AVG_ACD_TALK_

TIME>

Avg ACW Time The average time the agents spent in after call work

associated with ACD calls for this split/skill. This average

includes O_ACWTIME if you have OCM.

ACWTIME/

ACDCALLS

<AVG_ACW_TIME>

Aban Calls The number of ACD calls to the split/skill that abandoned

while either waiting in queue (if this was the first split/skill the

call was queued to), or while ringing. This total includes calls

with talk time less than the phantom abandoned call timer

value, if it is set. This total also includes O_ABNCALLS if you

have OCM. The O_ABNCALLS is the number of outbound

ACD calls that were abandoned by the far end.

ABNCALLS

Max Delay The maximum time that a caller waited in queue and ringing

before:

•being answered

•abandoning

•being redirected

•receiving a busy signal

•being disconnected.

The value shown in the Totals line for this column is the

maximum of the Max Delay values shown in the individual

intervals.

MAXOCWTIME

Report Heading Description Database Item,

Calculation, or

<Calculation

Name>

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Summary Report 4-98

Flow In The number of calls that were redirected to this split/skill

queue from another queue. The following calls are

considered inflows:

•For switches without vectoring, calls that intraflow from another

split’s queue to this split’s queue.

•With multiple split/skill queuing (

DEFINITY

ECS switches

with vectoring), calls that queue to this split/skill as a

nonprimary split/skill and are either answered by an agent in

this split/skill or abandoned from ringing in this split/skill.

•For

DEFINITY

ECS Generic 3 Version 2 and later Generic 3

switches, calls that ring at an agent in this split/skill and then

requeue to the same split/skill by the “Redirection on No

Answer to a Split/Skill” feature.

•When a call leaves a VDN (for example by routing to a

VDN) or leaves vector processing (for example by

routing to a split/skill), the next split/skill to which the call

queues is not credited with an inflow.

INFLOWCALLS

Flow Out The number of calls offered to this split/skill that were

redirected to another destination.

For switches without vectoring, calls that intraflow or

interflow to another destination are counted as outflows.

For switches with vectoring, an outflow is counted:

•If the call routes to another VDN.

•If the call routes to a number or digits.

For

DEFINITY

ECS switches with vectoring, an outflow is

also counted:

•If the call queues to this split/skill as the primary split/skill and

is redirected by the Redirection on No Answer feature (Generic

3 Version 2 and

DEFINITY

ECS switches)

•If the call queues to a messaging split/skill

•If the call rang at an agent in this split/skill and was answered

using call pickup

•If the call queued to this split/skill as primary and was either

answered by an agent in a nonprimary split/skill or abandons

from ringing at an agent in a nonprimary split/skill.

OUTFLOWCALLS

Report Heading Description Database Item,

Calculation, or

<Calculation

Name>

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Summary Report 4-99

Extn Out Calls The number of outbound extension calls made by agents

logged into this split/skill. Direct agent ACW out calls are not

included.

For agents in multiple splits/skills, outbound AUX extension

calls are included here if this split/skill is the first one that the

agent logged into, unless the agent has an ACD call on hold.

In this case, the outbound call is recorded for the split/skill

associated with the ACD call.

ACWOUTCALLS+

AUXOUTCALLS

<EXT_CALL_OUT>

Avg Extn Out

Time

The average time agents in this split/skill spent talking on

outbound extension calls.

For agents in multiple splits/skills, time spent on outbound

AUX extension calls is included here if this split/skill is the

first one that the agent logged into, unless the agent has an

ACD call on hold. In this case the outbound call is recorded

for the split/skill associated with the ACD call.

(ACWOUTTIME+

AUXOUTTIME)/

(ACWOUTCALLS+

AUXOUTCALLS)

<AVG_TALK_TIME_

OUT>

Dequeued Calls For switches with multiple split/skill queuing, the number of

calls queued to this split/skill as a nonprimary split/skill (that

is, this was not the first split/skill to which the call queued) for

which the disposition (answered, outflowed, abandoned,

busy, forced disconnect) was recorded in another split/skill.

DEQUECALLS

Avg Time to

Dequeue

For switches with multiple split/skill queuing, average time

the dequeued calls spent queued to this split/skill before

leaving the queue.

DEQUETIME/

DEQUECALLS

% ACD Time The percentage of staffed time that agents in this split/skill

spent on ACD calls and in after call work for this split/skill.

100*(I_ACDTIME+

I_ACWTIME)/

I_STAFFTIME)

<PERCENT_ACD_

TIME>

% Ans Calls The percentage of calls queued to this split/skill that were

answered by agents for this split/skill.

100*(ACDCALLS/

CALLSOFFERED)

<PERCENT_CALL_

ANS>

Report Heading Description Database Item,

Calculation, or

<Calculation

Name>

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Split/Skill Summary Report 4-100

Avg Pos Staff

(Interval report

only)

The average number of positions staffed in this split/skill

during the interval.

I_STAFFTIME/

(INTRVL*60)<AVG_

POS_STAFF>

Calls Per Pos

(Interval report

only)

The average number of calls answered by each position

staffed during the interval. (If an agent is staffed for part of an

interval, the calculation reports what the agent would have

handled had the agent been staffed during the entire

interval.)

(60 * INTRVL *

ACDCALLS)/

I_STAFFTIME

<CALLS_PER_

POS>

Report Heading Description Database Item,

Calculation, or

<Calculation

Name>

Historical Reports

CentreVu®

Supervisor Version 8 Reports

System Reports 4-101

System Reports

Overview

Purpose This section describes system reports.

Organization This following topics are described:

•General Information About System Reports

•System Report Selector Window

•Graphical Maximum Delay

•Multi-ACD by Split/Skill Report

•Multi-ACD Report

•System Report

Historical Reports

CentreVu®

Supervisor Version 8 Reports

General Information About System Reports 4-102

General Information About System Reports

What a System report

contains

CentreVu

Supervisor system reports allow you to access summary data

on a set of measured splits/skills for a particular ACD, the summary data

over all splits/skills for a particular ACD, and the call data on similar splits/

skills for different ACDs.

Organization of System

reports The following list shows how the System reports are structured in

CentreVu

Supervisor.

•Multi-ACD by Split/Skill: Daily, Weekly, Monthly

•Graphical Maximum Delay: Daily

•Multi-ACD: Daily, Weekly, Monthly

•System: Daily, Weekly, Monthly

System Report selector

window The following figure is an example of the System Report Selector

window. The reports are explained in the same order as listed in the

window.

Historical Reports

CentreVu®

Supervisor Version 8 Reports

System Graphical Maximum Delay Report 4-103

System Graphical Maximum Delay Report

Overview The System Graphical Maximum Delay report shows the maximum delay

for one split/skill in one or more ACDs for each day selected. You can

compare the split/skill across ACDs and use the information to determine

which ACD has the longest delay in answering calls.

Things to know about

this report Here are some things to know about this report:

•You can specify one split/skill available across ACDs.

•The System Graphical Maximum Delay report is available in a daily

version.

•The database items used for the System Graphical Maximum Delay

report are stored in the dsplit (daily) tables.

•Standard multi-ACD reports can include information on up to eight

ACDs.

•This report is only available for

DEFINITY

R8 ACDs.

Graphical Maximum

Delay report input

window

The following figure provides an example of a System Graphical

Maximum Delay input window. The report input window must be filled in

to run the report.

Historical Reports

CentreVu®

Supervisor Version 8 Reports

System Graphical Maximum Delay Report 4-104

System report input

fields The following table describes the fields on the input window.

Field Definition

Split/Skill: Enter the appropriate split/skill name or number that you want to

view in this report. Any name(s) you want to appear on the report

must have been previously defined and entered in the Dictionary

subsystem.

Dates: (daily, weekly, monthly) Enter the date(s) you would like the report to cover:

Use any of the following formats:

•A month/day/year (for example, 3/21/96).

•A minus (-) offset based on today’s 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.

First through Eighth ACD: Enter the ACD name or number that corresponds to the following

Split(s)/Skill(s) field.

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

System Graphical Maximum Delay Report 4-105

System Graphical

Maximum Delay report

example

The following figure provides an example of a System Multi-ACD by Split/

Skill report.

System Graphical

Maximum Delay report

description

The following table describes the report fields for the time period covered

by the report.

Report Heading Description Database Item,

Calculation, or

ACD The ACD name or number for which the data was

collected.

syn(ACD)

Split/Skill The name or number of the split/skill that is selected

for this report. You can make these selections in the

report input window.

syn(SPLIT)

Dates The dates for which the report ran. You can make

these selections in the report input window.

ROW_DATE

Historical Reports

CentreVu®

Supervisor Version 8 Reports

System Graphical Maximum Delay Report 4-106

—Max Delay —

Seconds

The maximum time that a caller waited in queue and

ringing before:

•Being serviced

•Abandoning

•Being redirected

•Receiving a busy signal

•Being disconnected.

The value shown in the Totals line is the maximum of

the Max Delay values shown for the individual splits/

skills.

MAXOCWTIME

Report Heading Description Database Item,

Calculation, or

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System Multi-ACD by Split/Skill Report

Overview The System Multi-ACD by Split/Skill report displays call-handling

information on different splits/skills for different ACDs. You can compare

similar splits/skills in different ACDs and use the information to:

•Determine workload

•Evaluate call-handling performance

•Reassign agents

•Perform other ACD configuration alternatives for balancing

workloads and/or reducing abandoned calls.

Things to know about

this report Here are some things to know about this report:

•You can specify a list of splits/skills available for each ACD desired.

•The System Multi-ACD Report by Split/Skill report is available in

daily, weekly, and monthly versions.

•The database items used for the System Multi-ACD by Split/Skill

report are stored in the dsplit (daily), wsplit(weekly), and

msplit (monthly) tables.

•Standard Multi-ACD reports can include information on up to eight

ACDs.

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System Multi-ACD by Split/Skill Report 4-108

Multi-ACD by Split/Skill

report input window The following figure provides an example of a System Multi-ACD by Split

Skill input window. The report input window must be filled in to run the

report.

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System Multi-ACD by Split/Skill Report 4-109

Multi-ACD by Split/Skill

report input fields The following table describes the fields on the input window.

Field Definition

Dates: (daily, weekly, monthly) 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 today’s 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.

First through Eighth ACD: Enter the ACD name or number that corresponds to the following

Split(s)/Skill(s) field.

First through Eighth Split(s)/

Skill(s):

Enter the appropriate split/skill name(s) or number(s) that you want

to view in this report. Any name(s) you want to appear on the report

must have been previously defined and entered in the Dictionary

subsystem. You can enter more than one split/ skill by using a

semicolon (;) to separate individual entries or using a hyphen (-) for

a range of values.

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.

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System Multi-ACD by Split/Skill Report 4-110

System Multi-ACD by

Split/Skill report example The following figure provides an example of a System Multi-ACD by Split/

Skill report.

System Multi-ACD by

Split/Skill report

description

The following table describes the report fields for the time period covered

by the report.

Report Heading Description Database Item,

Calculation, or

Date, Week

Starting, Month

Starting

The day, week, or month for which the report ran. You

can make these selections in the report input window.

ROW_DATE

Split/Skill The name or number of the split/skill that is selected

for this report. You can make these selections in the

report input window.

syn(SPLIT)

ACD The ACD name or number for which the data was

collected.

syn(ACD)

Avg Speed Ans The average time the split/skill ACD calls were

waiting in queue and ringing before being answered

by an agent.

ANSTIME/ ACDCALLS

<AVG_ANSWER_

SPEED>

Avg Aban Time The average time the split/skill ACD calls were

waiting in queue or ringing before abandoning.

ABNTIME/ ABNCALLS

<AVG_ABANDON_TIME>

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System Multi-ACD by Split/Skill Report 4-111

ACD Calls The number of split/skill ACD calls that were queued

to this split/skill and answered by an agent for this

split/skill. This total also includes O_ACDCALLS if

you have the Outgoing Call Management application

(OCM) of ASAI. The O_ACDCALLS is the number of

ACDCALLS that were placed by an adjunct; this is

also referred to as predictive dialing.

ACDCALLS

Avg ACD Time The average time the agents spent talking on ACD

calls for this split/skill. This average time includes

O_ACDTIME if you have OCM.

ACDTIME/ACDCALLS,

<AVG_ACD_TALK_

TIME>

Avg ACW Time The average time the agents spent in after call work

associated with ACD calls for this split/skill. This

average time includes O_ACWTIME if you have the

OCM.

ACWTIME/ ACDCALLS,

<AVG_ACW_TIME>

Aban Calls The number of ACD calls to the split/skill that

abandoned while either waiting in queue (if this was

the first split/skill the call was queued to), or while

ringing. This total includes calls with talk time less

than the phantom abandoned call timer value, if it is

set. This total also includes O_ABNCALLS if you

have OCM. The O_ABNCALLS is the number of

outbound ACD calls that were abandoned by the far

end.

ABNCALLS

Max Delay The maximum time that a caller waited in queue and

ringing before:

•Being serviced

•Abandoning

•Being redirected

•Receiving a busy signal

•Being disconnected.

The value shown in the Totals line is the maximum of

the Max Delay values shown for the individual splits/

skills.

MAXOCWTIME

Report Heading Description Database Item,

Calculation, or

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System Multi-ACD by Split/Skill Report 4-112

Extn Out Calls The number of outbound extension calls made by

agents logged into this split/skill. Direct agent ACW

out calls are not included. For agents in multiple

splits/skills, outbound AUX extension calls are

included here if this split/skill is the first one that the

agent logged into, unless the agent has an ACD call

on hold. In this case the outbound call is recorded for

the split/skill associated with the ACD call.

( ACWOUTCALLS +

AUXOUTCALLS),

<EXT_CALL_OUT>

Avg Extn Out Time The average time agents in this split/skill spent talking

on outbound extension calls. For agents in multiple

splits/skills, time spent on outbound AUX extension

calls is included here if this split/skill is the first one

that the agent logged into, unless the agent has an

ACD call on hold. In this case the outbound call is

recorded for the split/skill associated with the ACD

call.

( ACWOUTTIME+

AUXOUTTIME)/(

ACWOUTCALLS +

AUXOUTCALLS),

<AVG_TALK_TIME_

OUT>

% ACD Time The percentage of staffed time that agents for this

split/skill spent on ACD calls and in after call work for

this split/skill.

100*(( I_ACDTIME+

I_ACWTIME)/

I_STAFFTIME),

<PERCENT_ACD_TIME>

% Ans Calls The percentage of calls queued to this split/skill that

were answered by agents for this split/skill.

100*( ACDCALLS/

CALLSOFFERED),

<PERCENT_CALL_ANS>

Report Heading Description Database Item,

Calculation, or

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System Multi-ACD Report 4-113

System Multi-ACD Report

Overview The System Multi-ACD report summarizes data over all splits/skills in the

ACD for each ACD requested. This allows you to evaluate and compare

different ACD configurations to determine workload and call-handling

performance. After reviewing this report, you could choose different ACD

configurations to balance workloads and/or reduce abandoned calls.

If you have vectoring, you may want to create a Designer report that

summarizes data over all VDNs instead of over all splits/skills.

Things to know about

this report Here are some things to know about this report:

•The System Multi-ACD report is available in daily, weekly, and

monthly versions.

•The database items used for the System Multi-ACD report are

stored in the dsplit (daily), wsplit (weekly), and

msplit(monthly) tables.

•Standard Multi-ACD reports can include information on up to eight

ACDs.

Multi-ACD report input

window The following figure provides an example of a System Multi-ACD Input

window. The report input window must be filled in to run the report.

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System Multi-ACD Report 4-114

Multi-ACD report input

fields The following table describes the fields on the input window.

Field Definition

Date: Enter the date you would like the report to cover.

•Daily - enter the day.

•Weekly - enter the start date for the week. 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.

Dates: (daily, weekly, monthly) 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 today’s 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.

ACDs (1 - 8): Enter the appropriate ACD name(s) or number(s). You can enter

more than one ACD by using a semicolon (;) to separate individual

entries or using a hyphen (-) for a range of values.

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.

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System Multi-ACD Report 4-115

System Multi-ACD report

example The following figure provides an example of a System Multi-ACD report.

System Multi-ACD report

description The following table describes the report fields for the time period covered

by the report.

Report Heading Description Database Item,

Calculation, or

Date, Week

Starting, Month

Starting

The day, week, or month for which the report ran. You

make these selections in the report input window.

ROW_DATE

Split/Skill The name or number of the split/skill that is selected

for this report. You can make these selections in the

report input window.

syn(SPLIT)

ACD The ACD name or number for which the data was

collected.

syn(ACD)

Avg Speed Ans The average time the split/skill ACD calls were

waiting in queue and ringing before being answered

by an agent.

sum(ANSTIME)/

sum(ACDCALLS)

<AVG_ANSWER_SPEED

_SUM >

Avg Aban Time The average time the split/skill ACD calls were

waiting in queue or ringing before abandoning.

sum(ABNTIME)/

sum(ABNCALLS)

<AVG_ABANDON_TIME_

SUM>

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System Multi-ACD Report 4-116

ACD Calls The number of split/skill ACD calls that were queued

to splits/skills in the ACD and answered by an agent

for those splits/skills. This total also includes

O_ACDCALLS if you have the Outgoing Call

Management application (OCM) of ASAI. The

O_ACDCALLS is the number of ACDCALLS that

were placed by an adjunct; this is also referred to as

predictive dialing.

sum(ACDCALLS)

Avg ACD Time The average time the agents spent talking on ACD

calls for this ACD. The average time includes

O_ACDTIME if you have OCM.

sum(ACDTIME)/

sum(ACDCALLS)

<AVG_ACD_TALK_TIM_

SUM>

Avg ACW Time The average time the agents spent in after call work

for ACD calls to this ACD. This average time includes

O_ACWTIME if you have OCM.

sum(ACWTIME)/

sum(ACDCALL S)

<AVG_ACW_TIME_

SUM>

Aban Calls The number of ACD calls queued to split/skills in the

ACD that abandoned while waiting in queue or

ringing. This total includes calls with talk time less

than the phantom abandoned call timer value, if it is

set. This total also includes O_ABNCALLS if you

have OCM. The O_ABNCALLS is the number of

outbound ACD calls that were abandoned by the far

end.

sum(ABNCALLS)

Max Delay The maximum time that a caller waited in queue and

ringing before:

•Being serviced

•Abandoning

•Being redirected

•Receiving a busy signal

•Being disconnected.

The value shown in the Totals line is the maximum of

the Max Delay values shown for the individual ACDs.

max(MAXOCWTIME)

Extn Out Calls The number of outbound extension calls made by

agents logged into this ACD. Direct agent ACW out

calls are not included.

sum(ACWOUTCALLS+

AUXOUTCALLS)

<EXT_CALL_OUT>

Report Heading Description Database Item,

Calculation, or

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System Multi-ACD Report 4-117

Avg Extn Out Time The average time agents in this ACD spent talking on

outbound extension calls.

sum(ACWOUTTIME+

AUXOUTTIME)/

sum(ACWOUTCALLS+

AUXOUTCALLS)

<AVG_TALK_TIME_OUT

_SUM >

% ACD Time The percentage of staffed time that agents for the

splits/skills in this ACD spent on ACD calls and in

after call work.

100*(sum(I_ACDTIME+

I_ACWTIME)/

sum(I_STAFFTIME))

<PERCENT_ACD_TIME_

SUM>

% Ans Calls The percentage of calls queued to the splits/skills in

this ACD that were answered by agents for the splits/

skills.

100*(sum(ACDCALLS)/

sum(CALLSOFFERED))

<PERCENT_CALL_ANS_

SUM>

Report Heading Description Database Item,

Calculation, or

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System Report 4-118

System Report

Overview The System report summarizes the activity for a set of splits/skills for the

same ACD. You can use this report to compare split/skill performance for

splits/skills performing similar functions for the same ACD.

Things to know about

this report Here are some things to know about this report:

•If you have a switch without vectoring, Flow Out represents the

number of calls redirected (by call forwarding or call coverage) from

this split to another destination. In many cases, the summary

numbers for Flow Out of one split may not match Flow In numbers

for another split. These numbers may not match because calls were

intraflowed into unmeasured splits, extensions within the ACD, or

elsewhere. Also, the Flow In and Flow Out for a given split are

typically not equal.

•Statistics in the report such as % AUX (percent auxiliary work) and

Number of Extension-Out Calls are indicators of activities not

directly related to ACD traffic.

•The System report is available in daily, weekly, and monthly

versions.

•The database items used for the System report are stored in the

dsplit (daily), wsplit (weekly), and msplit (monthly)

tables.

System report input

window The following figure provides an example of a System Report Input

window. The report input window must be filled in to run the report.

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System Report 4-119

System report input

fields The following table describes the fields on the input window:

Field Definition

Date: Enter the date you would like the report to cover:

•Daily — enter the day.

•Weekly — enter the start date for the week. 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.

Use any of the following formats:

•A month/day/year (for example, 3/21/96).

•A minus (-) offset based on today’s 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).

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.

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System Report 4-120

System report example The following figure provides an example of a System report.

System report

description The following table describes the report fields for the time period covered

by the report.

Report Heading Description Database Item,

Calculation, or

<Calculation

Name>

Date, Week

Starting, Month

Starting

The day, week, or month for which the report ran. You can

make these selections in the report input window.

ROW_DATE

ACD The ACD name or number for which the data was collected. syn(ACD)

Split/Skill The name or number of the split/skill that is selected for this

report. You can make these selections in the report input

window.

syn(SPLIT)

Avg Speed Ans The average time the split/skill ACD calls were waiting in

queue and ringing before being answered by an agent.

ANSTIME/

ACDCALLS,

<AVG_ANSWER_S

PEED>

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System Report 4-121

Avg Aban Time The average time the split/skill ACD calls were waiting in

queue or ringing before abandoning.

ABNTIME/

ABNCALLS

<AVG_ABANDON_

TIME>

ACD Calls The number of split/skill ACD calls that were queued to this

split/skill and answered by an agent for this split/skill. This

total also includes O_ACDCALLS if you have the Outgoing

Call Management (OCM) application of ASAI. The

O_ACDCALLS is the number of ACDCALLS that were

placed by an adjunct; this is also referred to as predictive

dialing.

ACDCALLS

Avg ACD Time The average time the agents spent talking on ACD calls for

the split/skill. This average time includes O_ACDTIME if you

have OCM.

ACDTIME/

ACDCALLS,

<AVG_ACD_TALK_

TIME>

Avg ACW Time The average time the agent spent in after call work

associated with ACD calls for the split/skill. This average

time includes O_ACWTIME if you have OCM.

ACWTIME/

ACDCALLS,

<AVG_ACW_TIME>

Aban Calls The number of ACD calls to the split/skill that abandoned

while either waiting in queue (if this was the first split/skill the

call was queued to), or while ringing. This total includes calls

with talk time less than the phantom abandoned call timer

value, if it is set. This total also includes O_ABNCALLS if you

have OCM. The O_ABNCALLS is the number of outbound

ACD calls that were abandoned by the far end.

ABNCALLS

Max Delay The maximum time that a caller waited in queue and ringing

before:

•Being answered

•Abandoning

•Being redirected

•Receiving a busy signal

•Being disconnected.

The value shown in the Totals line is the maximum of the

Max Delay values shown in the individual intervals.

MAXOCWTIME

Report Heading Description Database Item,

Calculation, or

<Calculation

Name>

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System Report 4-122

Flow In The number of calls that were redirected to the split/skill

queue from another queue. The following calls are

considered inflows:

•For switches without vectoring, calls that intraflow from another

split’s queue to this split’s queue

•With multiple split/skill queuing (

DEFINITY

ECS Generic 3

switches with vectoring), calls that queue to this split/skill as a

nonprimary split/skill and are either answered by an agent in

this split/skill or abandoned from ringing in this split/skill

•For

DEFINITY

ECS Generic 3 Version 2 and later Generic 3

switches, calls that ring at an agent in this split/skill and then

requeue to the same split/skill by the "Redirection on No

Answer to a split/skill" feature.

•When a call leaves a VDN (for example by routing to a

VDN) or leaves vector processing (for example by

routing to a split/skill), the next split/skill to which the call

queues is not credited with an inflow.

INFLOWCALLS

Flow Out The number of calls offered to this split/skill that were

redirected to another destination. For switches without

vectoring, calls that intraflow or interflow to another

destination are counted as outflows.

For switches with vectoring, an outflow is counted:

•If the call routes to another VDN

•If the call routes to a number or digits

For

DEFINITY

ECS Generic 3 switches with vectoring, an

outflow is also counted:

•If the call queues to this split/skill as the primary split/skill and

is redirected by the Redirection on No Answer feature (Generic

3 Version 2 and later

DEFINITY

ECS Generic 3 switches).

•If the call queues to a messaging split/skill

•If the call rang at an agent in this split/skill and was answered

using call pickup

•If the call queued to this split/skill as primary and was either

answered by an agent in a nonprimary split/skill or abandoned

from ringing at an agent in a nonprimary split/skill.

OUTFLOWCALLS

Report Heading Description Database Item,

Calculation, or

<Calculation

Name>

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System Report 4-123

Extn Out Calls The number of outbound extension calls made by agents

logged into this split/skill. The direct agent ACW out calls are

not included. For agents in multiple splits/skills, outbound

AUX extension calls are included here if this split/skill is the

first one that the agent logged into, unless the agent has an

ACD call on hold. In this case, the outbound call is recorded

for the split/skill associated with the ACD call.

( ACWOUTCALLS+

AUXOUTCALLS)

<EXT_CALL_OUT>

Avg Extn Out

Time

The average time agents in this split/skill spent talking on

outbound extension calls. For agents in multiple splits/skills,

time spent on outbound AUX extension calls is included here

if this split/skill is the first one that the agent logged into,

unless the agent has an ACD call on hold. In this case, the

outbound call is recorded for the split/skill associated with

the ACD call.

( ACWOUTTIME+

AUXOUTTIME)/ (

ACWOUTCALLS+

AUXOUTCALLS)

<AVG_TALK_TIME_

OUT>

% ACD Time The percentage of staffed time that agents for this split/skill

spent on ACD calls and in after call work for this split/skill.

100*(( I_ACDTIME+

I_ACWTIME)/

I_STAFFTIME),

<PERCENT_ACD_

TIME>

% Ans Calls The percentage of calls queued to this split/skill that were

answered by agents for this split/skill.

100*( ACDCALLS /

CALLSOFFERED),

<PERCENT_CALL_

ANS>

Report Heading Description Database Item,

Calculation, or

<Calculation

Name>

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Trunk/Trunk Group Reports 4-124

Trunk/Trunk Group Reports

Overview

Purpose This section describes trunk and trunk group reports.

Organization This following topics are described:

•General Information About Trunk/Trunk Group Reports

•Trunk/Trunk Group Reports Selector Window

•Trunk/Trunk Group Reports Input Fields

•Busy Hour Report

•Trunk Report

•Trunk Group Report

•Trunk Group Summary Report

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General Information About Trunk/Trunk Group Reports

What a Trunk/Trunk

Group report contains Trunk and Trunk Group reports display traffic data for a single trunk,

summarize the incoming and outgoing traffic of every trunk in a trunk

group for a specific time period, display the level of incoming and

outgoing call traffic for an individual trunk group, or display the busiest

hour of the day for each trunk group you select.

Organization of Trunk/

Trunk Group reports The following list shows how the Trunk and Trunk Group reports are

structured in

CentreVu

Supervisor.

•Busy Hour

•Trunk: Interval, Daily, Weekly, Monthly

•Trunk Group: Daily, Weekly, Monthly

•Trunk Group Summary: Interval, Daily, Weekly, Monthly

Trunk/Trunk Group

report selector window The following figure is an example of the Trunk/Trunk Group report

selector window. The reports are explained in the same order as listed in

the window.

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Trunk/Trunk Group Report Input Fields 4-126

Trunk/Trunk Group Report Input Fields

Overview The reports in this section use the Trunk/Trunk Group/Busy Hour Report

Input Windows. Specific input information is included with the reports.

The following figure shows an example of the Trunk/Trunk Group/Busy

Hour Report input window. You must fill in the report input window to run

the report.

Trunk Group report input

fields The following table describes the input fields on historical Trunk/Trunk

Group/Busy Hour report input windows. Not all reports use all fields; refer

to information for the specific report you are running to determine what

you want to view. For example, you may enter an a trunk or trunk group

to run the report.

All possible fields on this window are described here:

Field Definition

Trunk group: (daily, weekly, and

monthly)

Enter the appropriate trunk group name or number. See on-line help

for the valid numerical entries for your particular switch.

Date: Enter the date you would like the report to cover:

•A month/day/year (for example, 3/21/96).

•A minus (-) offset based on today’s date (for example, -1 for yesterday).

Dates: (daily, weekly, monthly) Enter the date(s) for the day(s) or the start date(s) for the week(s) or

the month(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 today’s 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.

•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. The month start

date must be the first day of the month.

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Supervisor Version 8 Reports

Trunk/Trunk Group Report Input Fields 4-127

Times: (interval) Enter the time you would like the report to cover. Use any of the

following formats:

•AM/PM (for example, 7:30AM-5:00PM)

•Military time (for example, 7:30-17:00).

•You can use a "-" offset based on today’s date (for example, -1 for

yesterday).

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.

Field Definition

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Trunk/Trunk Group Busy Hour Report 4-128

Trunk/Trunk Group Busy Hour Report

Overview The Trunk/Trunk Group Busy Hour report displays the busiest hour of the

day for each trunk group you select. The busiest hour is calculated as a

set of contiguous intervals that make up an hour (one 60-minute interval,

two 30-minute intervals, or four 15-minute intervals) in which the total

holding time for the trunks in the trunk group was the maximum for the

day.

Things to know about

this report Here are some things to know about this report:

•The Trunk/Trunk Group Busy Hour is available in daily version only.

•The busiest hour is calculated as a set of contiguous intervals that

make up an hour (one 60-minute interval, two 30-minute intervals, or

four 15-minute intervals) in which the total holding time for the trunks

in the trunk group was the maximum for the day.

•The database items for the Trunk/Trunk Group Busy Hour report are

stored in the dtkgrp (daily) table.

•You cannot customize this report.

•This report uses the Trunk/Trunk Group/Busy Hour report input

window. Select a trunk group that you want to view on the report.

See Trunk/Trunk Group Report Input Fields (4-126) for more

information.

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Trunk/Trunk Group Busy Hour Report 4-129

Trunk/Trunk Group Busy

Hour report example The following figure provides an example of the Trunk/Trunk Group Busy

Hour report.

Trunk/Trunk Group Busy

Hour report description The following table describes the report fields.

Report Heading Description Database Item, Calculation, or

Date Day for which the report was run (selected in the

report input window).

ROW_DATE

Trunk Group

Name

Trunk group name or number for which the

report was requested.

syn(TKGRP)

Busy Hour Start time of the hour in which the trunk group

was the busiest.

BH_STARTTIME

Avg Trunk

Holding Time

Average holding time for all incoming and

outgoing calls in the trunk group that completed

during the busy hour.

(BH_INTIME+BH_OUTTIME)/

(BH_INCALLS+BH_OUTCALLS)

Calls Carried Total number of all incoming and outgoing calls

carried by this trunk group that completed during

the busy hour.

BH_INCALLS+BH_OUTCALLS

Inbound Calls Total number of all incoming calls carried by this

trunk group that completed during the busy

hour.

BH_INCALLS

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Trunk/Trunk Group Busy Hour Report 4-130

Outbound Calls Total number of all outgoing calls carried by this

trunk group that completed during the busy

hour.

BH_OUTCALLS

ACD Calls Total number of all ACD calls carried by this

trunk group and answered by an agent that

completed during the busy hour.

BH_ACDCALLS +

BH_OACDCALLS

Aban Calls Total number of all calls abandoned by callers

on this trunk group during the busy hour. With

vectoring, this includes calls that were

abandoned from vector processing. With

DEFINITY

ECS switches, this includes all calls

carried by the trunk group that were abandoned,

except for calls directly to unmeasured stations

that did not go through a measured VDN or split/

skill.

BH_ABNCALLS +

BH_OABNCALLS

Other Calls Number of calls that received a busy signal,

calls disconnected, extension calls, short calls,

and calls of unknown disposition.

BH_OTHERCALLS +

BH_OOTHERCALLS

% All Trunks

Busy

Percentage of time during the hour that all

trunks were busy.

BH_ALLINUSETIME/36

% Occupancy Percentage of time during the hour that trunks

were occupied by incoming and outgoing calls.

(BH_INTIME + BH_OUTTIME)/

100

Report Heading Description Database Item, Calculation, or

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Trunk Report 4-131

Trunk Report

Overview The Trunk report displays call traffic data for a single trunk. With this

report, you can review trunks in any measured trunk group.

You can use this report to verify that call traffic levels for a trunk are

appropriate throughout the time period specified. You can also monitor

outgoing calls made throughout the day.

Things to know about

this report Here are some things to know about this report:

•The Trunk report is available in interval, daily, weekly, and monthly

versions.

•The database items for the Trunk report are stored in the

htrunk(interval), dtrunk (daily), wtrunk (weekly), and

mtrunk (monthly) tables.

•The report item Centum Call Seconds (CCS) is the number of 100-

second increments in which the trunk was busy during the intrahour

interval. A trunk is "seized’’ while the call is both in queue and

connected to an agent. Therefore, wait time for abandoned calls is

figured into the CCS figures. For example, since a half-hour has

1800 seconds, the maximum CCS for each trunk in a trunk group is

18 CCS. Multiplying 18 CCS by the number of trunks in a trunk

group gives you the maximum occupancy for the trunk group, which

you can then compare with your actual CCS. If your intrahour

interval is 15- or 60-minutes, your number will be different.

•This report uses the Trunk/Trunk Group/Busy Hour report input

window. Select a trunk group that you want to view on the report.

See Trunk/Trunk Group Report Input Fields (4-126) for more

information.

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Trunk Report 4-132

Trunk report example The following figure provides an example of the Trunk report.

Trunk report description The following table describes the report fields.

Report Heading Description Database Item, Calculation, or

Date, Week

Starting, Month

Starting

Day, week, or month for which the report was run

(selected in the report input window).

ROW_DATE

Trunk Group

Name

Trunk group name or number for which the report

was requested.

syn(TKGRP)

Trunk Trunk number (physical equipment location) of

the trunk.

EQLOC

ACD ACD name or number associated with the trunk

group.

syn(ACD)

Time (Interval

only)

Intrahour intervals for which the report shows

data (selected in the report input window).

STARTTIME, STARTTIME +

INTRVL

Inbound Calls Total number of all incoming calls carried by this

trunk that completed during the specified time

period.

INCALLS

Aban Calls Total number of inbound calls abandoned by the

caller during the specified time period.

ABNCALLS

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Trunk Report 4-133

Avg Inbound

Trunk Hold Time

Average holding time for all incoming calls that

completed during the specified time period.

Average holding time includes time in vector

processing, in queue, ringing, talking, and

holding.

INTIME / INCALLS;

<AVG_TRK_HOLD_TIME_IN>

Inbound CCS Total trunk occupancy by incoming calls during

the specified time period.

I_INOCC / 100

Outbound Calls Total number of all outgoing calls carried by this

trunk that completed during the specified time

period.

OUTCALLS

Outbound Aban

Calls

Number of outbound ACD calls (if you have the

outgoing call management application on ASAI)

abandoned at the far end. (

DEFINITY

ECS

switches with ASAI).

O_ABNCALLS

Avg Outbound

Trunk Hold Time

Average holding time of all outgoing calls that

completed during the specified time period.

OUTTIME / OUTCALLS;

<AVG_TRK_HOLD_TIM_OUT>

Outbound CCS Total trunk occupancy of outgoing calls during the

specified time period.

I_OUTOCC/100

Maint Busy Time Total time of all maintenance-busy periods for

this trunk for the time period.

MBUSYTIME

Report Heading Description Database Item, Calculation, or

Historical Reports

CentreVu®

Supervisor Version 8 Reports

Trunk Group Report 4-134

Trunk Group Report

Overview The Trunk Group report summarizes the incoming and outgoing traffic of

every trunk in a trunk group for the specified time period. You could use

this report to verify that the number of trunks available to your splits/skills

is appropriate and to monitor the number of outgoing calls.

Also, because it lists trunks by physical location on the switch and totals

trunk failures, the Trunk Group report can be useful for troubleshooting

problems with trunks.

Things to know about

this report Here are some things to know about this report:

•The Trunk Group report is available in daily, weekly, and monthly

versions.

•The database items for the Trunk Group report are stored in the

dtrunk (daily), wtrunk (weekly), and mtrunk (monthly) tables.