AT&T Definity Enterprise R 8-2 CMS Reports

CentreVu

Version 8 Reports



Supervisor

585-210-929 Comcode 108502188 Issue 1 December 1999

Notice

Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. Howev er, information is subject to change.

Your Responsibility for Your System’s Security

Toll fraud is the unauthorized use of yo u r te lecommunications system by

an unauthori zed party, for example, persons other than your company’s employees, agents, subcontractors, or persons working on your company’s behalf. Note that there ma y be a risk of toll fraud associated wit h your telecommunication s system and, if toll fraud occur s, it can result in substantial additional charges for your telecommunications services.

You and your system manager are responsible for the security of your system, such as programming and configuring your equipm ent to prevent unauthorized use. The system ma na ger is also responsible for reading al l installation, instruction, and system admi nist ra tion documents provided with this product in order to full y understand the features tha t c an int roduce 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 unauthoriz ed use of common-carrier tele communication services or facilities accessed through or connected to it. Lucent Technologies will not be responsible for any charges th at resul t fr om such unauthorized use.

Part 15: Personal Computer Statement. This equipment has been certified to comply with the limits f or a Class B comput ing dev ice, p ursuan t to Subpart J of Part 15 of FCC Rules. Only pe rip herals (computing input/ output devices, term inal s, print ers, e tc. ) certi fied to co mply with the Cl ass B limits may be attached to this computer. Operation with noncertified peripheral s is likely to res ult in interference to radio and televi s io n reception.

Part 68: Answer-Supervision Signaling. Allowing this equi p ment to be operated in a manner that does not provide proper answer-supervision signaling is in violation of Part 68 rules. Th is equipment returns answersupervision signals to the public switche d network when:

• Answered by the called station

• Answered by the attendan t

• Routed to a recorded announcement that can be administered by the CPE user

This equipment returns an sw er-supervision signals on all DID calls forwarded 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 exce ed the Class A limits for radio noise emissions set out in the radio interfere nc e regulations of the Canadian Department of Communi cations.

Lucent Technologies Fraud Intervention

If you suspect that you are being vi ct imized 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 in ter feren ce when the equi pmen t is opera ted in a comme rcial environment. This equipment gene rat es, uses, and can radiate radio frequency energy and, i f not installed and used in accordance with the instruction manual, may ca use harmful interference to radi o communications. Operation of this eq ui pment in a residential area is li ke ly t o cause harmful interfer ence, in which ca se the u ser will be requ ired to corre ct t he 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 di git a l de vi ce, 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 ra diate radio-frequency energy an d, if not installed and used in accordance with the instr u ctions, may cause har mful interfere nc e t o ra di o co mmu ni cati on s. H ow ever, the re is no g uar ant ee t ha t interferen ce will not occur in a particul ar installation . I f this equipment does cause harmful interference to radio or television reception, which can be determined by turnin g the equi pment of f and on , the use r is encou raged to try to corre ct the interfe rence b y one or mo re of th e fol lowing measure s:

• Reorient th e r eceiving television or rad io antenna wher e this may be done safely.

• T o the extent possible, re lo cate the receiver wit h resp ect to the telephone equipment.

• Where the telephone equipment requires ac pow er, plug the telephone into a different a c out le t so tha t th e te le phone equipment and receiver ar e on di ffer ent branch circuits.

Le Présent Appareil Noméri que n’émet pas de bruits radioé le ctriques dépassant les limites applicables aux appareils numériques de la class A préscrites dans le reglement su r le brouillage radioélectrique édi cté par le ministére des Communications du Canad a.

Trademarks

●

DEFINITY is a registered trademark of Lucent Technologies.

●

CentreVu is a registered tr ademark of L ucent 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 exclusiv ely 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 Technol ogies BCS Publ ications Center

2855 N. Franklin Road Indianapolis, IN 46219

Order: Document No. 585-210-92 9

Comcode

108502188

Issue 1, December 19 99

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, bille d 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 Luc en t Technologies Publi ca tions Center.

Warranty

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

the “Limited use Softwar e Lic ense Agreement” card provi de d w it h your package.

European Union Declaration of Conformity

Lucent Technologies Business Communi cations Systems declares th at 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 restructuring—designs, builds, and delivers a wide range of public and private net works, communication systems and software, consumer and business telephone systems, and microele ct ronics components. The worldrenowned Bell Laborator ie s is the rese arch and development ar m fo r the company.

Comments

To comment o n thi s docu ment, retu rn the co mme nt card at the f ront o f the document.

Acknowledgment

This document was devel oped by Lucent Technologies Global Learning Solutions O rganization.

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

CentreVu®

Supervisor Version 8 Reports

iii

CentreVu

®

Supervisor Version 8

Reports

Table of Contents

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

iv

Report Menu Bar 2-13

Overview 2-13 Report 2-14

Report menu 2-14

Menu item functions 2-15

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

CentreVu®

CMS R3V8 Upgrades and Migration

v

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 ta b 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

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/skil l threshold se ttings 2-68

CentreVu®

CMS R3V8 Upgrades and Migration

vi

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

CentreVu®

CMS R3V8 Upgrades and Migration

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 2-7 4 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 ta b 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

vii

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

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 Othe r Report s 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

CentreVu®

CMS R3V8 Upgrades and Migration

viii

Queue/Agent Reports 3-41

Overview 3-41

Organization of this section 3-41 General Information About Queue/Age n t Repor ts 3-42

What Queue/Agent reports contain 3-42

Organization of Queue/Agent reports 3-42 Queue/Agent Report Select or Window and Input Fields 3-43

Queue/Agent report selector window 3-43

Queue/Age nt report inpu t 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 re port 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

CentreVu®

CMS R3V8 Upgrades and Migration

ix

Split/Skill Reports 3-58

Overview 3-58

Organization of this section 3-58 General Information About Spli t/ Ski ll Report s 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

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 G raphical Skill Overload R eport 3-89

Things to know about this report 3-89

Split/Skill Graphical Skill Overload report example 3-90

Split/Skill G raphical 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/Skil l Graphical S tatus 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®

CMS R3V8 Upgrades and Migration

x

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

CentreVu®

CMS R3V8 Upgrades and Migration

xi

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

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

CentreVu®

CMS R3V8 Upgrades and Migration

xii

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 In formation About Drill-D own Reports 3-169

Drill-down report access 3-169

Location ID as a report field 3-169

Finding dr ill-down inf ormation 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

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

CentreVu®

CMS R3V8 Upgrades and Migration

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

Presentati on of report information 4-3

How long does CMS store data? 4-3

xiii

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 examp le 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

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

CentreVu®

CMS R3V8 Upgrades and Migration

xiv

Other Reports 4-47

Overview 4-47

Organization 4-47 General Information About Othe r Report s 4-48

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 Spli t/ Ski ll Report s 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

CentreVu®

CMS R3V8 Upgrades and Migration

xv

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 G raphical Skill Overload R eport 4-78

Things to know about this report 4-78

Split/Skill Graphical Skill Overload report example 4-78

Split/Skill G raphical 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

CentreVu®

CMS R3V8 Upgrades and Migration

xvi

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

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 w indow 4- 108

Multi-ACD by Split/Skill report input fi elds 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 re port 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

CentreVu®

CMS R3V8 Upgrades and Migration

xvii

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

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

xviii

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

CentreVu®

CMS R3V8 Upgrades and Migration

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

xix

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 repor t information 5-1

Presentation of repor t 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 repor t example 5-8

Agent Graph ical Inform ation 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 Spli t/ Ski ll Report s 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/Skil l View report description 5-27

xx

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

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

GL Glossary GL-1

IN Index IN-1

CentreVu®

CMS R3V8 Upgrades and Migration

xxi

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

The book includes:

• A description of each

• An example of each

• Definitions of all report fields

• Tips for customizing specific



Supervisor software.

CentreVu



Supervisor report



Supervisor report

CentreVu



Supervisor reports.

Reason for reissue This document is being rei ssued to comply with

System (CMS) Release 3 Version 8 (R3V8) and Release 8 (R8).

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

Intended-Audience The

written for users who analyze t he available r eports and use the m to ef ficiently run their call centers.

How to use this

document

The following list describes the contents of each chapt er and appendix in this document:

CentreVu



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

• Chapter 1, Introduction

• Chapter 2, Using

CentreVu



Supervisor reports

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

throughout the day

• Chapter 4, Historical reports: compile call center inf ormatio n 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 cent er information from a

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

• Appendix A, Database items and calculations

CentreVu



Call Management



Supervisor

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 a lwa y s in in it ia l ca p i ta l le tt e rs .

• A Window Title is always in initial capital letters.

Related documentation The following documents can help you use the CentreVu

to its maximum capability. Those most closely related to this document are the Administration and Report Designer documents.

•

CentreVu Call Management System Release 3 Vers ion 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 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)



Computers Hardware Installation



CMS software

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

machines and are not intended t o emulate real data. Report data will vary dependent on your individual site.

Introduction

Overview 1-1

CentreVu®

Supervisor Version 8 Reports

1 Introduction

Overview

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

Purpose This chapter is written for any

About CentreVu

CMS and Supervisor

CentreVu

accesses the Real-T ime, Historical, and Integrated reports subsystems. It outlines how reporting works and the reports that are available.

Call Center reports are generat ed throu gh the

CentreVu

The data from the switch. This data is then organized into reports that help you manage Call Center facilities and pers onnel. These reports may be di splayed in real time, print ed immediat ely, stored in a file, or schedul ed for pr inting 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.

CentreVu

One pairs in up to eight switches Automatic Call Directories (ACDs) at different locations. This permits you to add agents in new locat ions while maintaining centralized supervision to control costs.

You can use

Supervisor software monitors the operations of and collects

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

CentreVu

reports to do the following:

Supervisor Release 8 user who

CentreVu

Supervisor software.

• 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 Super visor

“ reports that are available. The remaining chapters of this document giv e you an overview and an example of each report. The reports you see depend on your switch type, permissions, and system performanc e.

Introduction

Overview 1-2

CentreVu®

Supervisor Version 8 Reports

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 Locat ion • 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

Overview 1-3

CentreVu®

Supervisor Version 8 Reports

Report Name Real-Time Historical Integrated 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 V iew • 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 •

Introduction

Overview 1-4

CentreVu®

Supervisor Version 8 Reports

Report Name Real-Time Historical Integrated 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 •

Introduction

Overview 1-5

CentreVu®

Supervisor Version 8 Reports

Interactions with switch

features

CentreVu

How

tracks ACD data

CMS

See the

Calculations System R3V8 Administration (585-210-910)

interactions with switch features.

Using the data in the real-time and historical databases, can generate standard reports which allow you t o track your call center’s activities. group, vector, and VDN activities at different points in the call process. See Chapter 1 in the

Administration (585-210-910)

CentreVu® Call Management System R3V8 Database Items and

(585-210-939) document or the

CentreVu

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

CentreVu Call Management

document for the

CentreVu

CMS

CentreVu Call Management System R3V8

document for more information.

Introduction

Things to Know About the System 1-6

CentreVu®

Supervisor Version 8 Reports

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

Terminology 1-7

CentreVu®

Supervisor Version 8 Reports

Terminology

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

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

CentreVu

CMS terms, see the Glossary.

Terms Current Interval

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

Custom Reports See the CentreVu CMS R3V5 Custom Reports

document, Lucent Technolo gies (585-215-822), Issue 2, for more information.

Designer Reports Real-time or historical reports that have been

customized from existing repo rts 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 intr ahour reco rds 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 measured agent, split/skill, trunk, trunk group, vector, and Vector Directory Number (VDN).

The current intrahour interval which can be 15, 30,

CentreVu

CMS-

Historical Reports Display past Automatic Call Distribution (ACD)

data for various agent, spl it/skill, trunk, trun k group, vect or, 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

Terminology 1-8

Monthly Data Daily data that have been converted to a monthly

CentreVu®

Supervisor Version 8 Reports

summary.

Multiuser Mod e 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 Da ta b ase 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

Subsystem Each

CentreVu

CMS administration.

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

Prerequisite System Administration 1-9

CentreVu®

Supervisor Version 8 Reports

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 firs t be entered in the Dictionary subsystem. If names are not assigned in the Dictionary subsystem, numbers appear as the default.

Call Center

Administration

User Permissions For a report to display data, you must have read permission for th e spli t/

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

To get Split/Skill Call Profile or VDN Call Profile reports, you must first define your acceptable service level and ser vice level increments for the split(s)/skill(s) and VDN(s) in the Split/Sk ill Call Profile Setup and VDN Call Profile Setup window in the Call Center Administration subsystem.

To get an Agent Trace report, you must fi rst start collecting agent trace data.

See the “Call Center Administration” chapter of the

R3V8 Administration

setting call profiles and activating agent trac es.

skill, trunk group, ACD, vect or, or VDN. For example, if you have read permission for Splits 1, 2, and 4, and try to run a report on Spl its 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

historical reports.

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

CMS R3V8 Administration

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

(585-210-910) document.

CentreVu® CMS

CentreVu®

Introduction

Relationships to Other Subsystems 1-10

CentreVu®

Supervisor Version 8 Reports

Relationships to Other Subsystems

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

Overview Real-Time reports have the following relationships to other

CMS subsystems.

Timetable Y ou cannot put a r eal-time repor t on a timetabl e. You can use shortcuts t o

display real-time report s. Scri pting i s used in R3V8 Supervi sor. Y ou must use the CMS terminal to use Timetable.

See Appendix D, “Ti metable,” in the

Administration

CMS If you cancel a report in

report do not cancel in CMS. Therefore, the report continues to run on the CMS side, even though it is canceled in data requests clear, 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

(585-210-910) document.

Exceptions When an exception occurs,

(585-210-910) document.

CentreVu

Supervisor and CMS may slow down as a

CentreVu

CentreVu® CMS R3V8

Supervisor, the data requests for the

CentreVu

Supervisor. Until the

CentreVu® CMS R3V8 Administration

CMS notifies you in three ways:

CentreVu

• 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

allows you to view a running count of exceptions for Real-Tim e, Agents, Splits/Skills , VDNs, Vectors, and Trunk Groups. To be notified of these exceptions, you must have exception permission turned on for the specific spli t/skill, trunk group, ACD, VDN, and vector. Exception permissions are assigned through the Supervisor Tools: User Permissions menu item.

CentreVu

Supervisor

CentreVu

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

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

document.

CentreVu® CMS R3V8 Administration

(585-210-910)

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

For more information on the Scr ipting fea tur e, see Chapt er 3, “Scri pting, ” in the

CentreVu® CMS R3V8 Administration

(585-210-910) document.

Introduction

Relationships to Other Subsystems 1-11

CentreVu®

Supervisor Version 8 Reports

User Permissions The default real-time and integrated reports r efresh rate i s 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

Things to Know About CentreVu Supervisor Reports 1-12

CentreVu®

Supervisor Version 8 Reports

Things to Know About

CentreVu

Supervisor Reports

Overview

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

Purpose This section describes things to know about all

reports.

Organization This section contains the follow ing 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

CentreVu

Supervisor

Introduction

Agent and Trunk States 1-13

CentreVu®

Supervisor Version 8 Reports

Agent and Trunk States

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

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

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 the current status of the ACD, and trunk states appear on the CMS real-time trunk report . T he f ollowi ng li st of agent states i ncludes the default agent states. The names can be changed in the Dictionary.

CentreVu

CMS records

CentreVu

Agent states ACD

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 age nt is en gag ed in bookkeeping, data

entry, or other work relate d to the pr evious ca ll, an d is not ava ilable to receive another call. The extension enters ACW after an ACD call in the MANUAL-IN mode completes. On the Enterprise Communications Se rve r (E C S) , th e age nt 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 t i me 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.

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

Introduction

Agent and Trunk States 1-14

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

CentreVu®

Supervisor Version 8 Reports

on break, in a meeting, at lunch, and so on. The ag en t p r esses th e 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 in coming or o utgoing call s while in AUX, as we ll 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 mod e (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 wor k. Th i s ma y r ep res en t th at a n

agent is in multiple splits or with multiple skills and is doing work for a split or skill other th an this on e, or that the a gent 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 conditi on 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

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

CentreVu

CMS.

leaving the queue and before the ag ent answers the call. With this state, you can actually determine how long a call rings before an agent answer s, and thereby determine the act ual time a caller waits in queue and waits while the call is ringing to better analyze your call center’s performance.

Introduction

Agent and Trunk States 1-15

CentreVu®

Supervisor Version 8 Reports

Trunk states IDLE

CONN The caller and agent are conn ected 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

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 s witch 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.

The trunk is waiting for a call.

CentreVu

CMS does not recognize the state of the

FDISC The caller receives a fo rced disconnect. This appears only

if you have the Vectoring feature.

RINGING A call is ringing at the agent’s voice terminal.

Introduction

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

CentreVu®

Supervisor Version 8 Reports

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

Default refresh rate The default refresh rate when you bring up the report input window is

Shortest refresh rate If you want to c alculate the shortest refresh r ates you can ge t in

Historical Data in

Integrated Reports

Your fastest allowable refresh rate is defined in the User Permissi ons— User Data window as minimum refresh rate; see “User Permissions” in

CentreVu® CMS R3V8 Administration

the

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 te rminals, the number of active windows, and the number of real-time reports can have an impact on refresh rates.

your minimum refresh rate (defined by the CMS System Administrator) plus 15 seconds. You can change the refresh rat e from the d efaul t 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 userdefined.

CMS real-time reports for your configurat ion, go to the cmsadm Menu. The Real-Time Refresh program calculates the best (shortest) refresh rates you can get in

Once the historical CMS database is quer ied f or an int egrated repor t, t he 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 integr ated report, you must request the report again to update the data.

CentreVu

CMS reports.

(585-210-910) document. For

CentreVu

Using CentreVu Supervisor Reports

Overview 2-1

CentreVu®

Supervisor Version 8 Reports

2 Using

CentreVu

Supervisor Reports

Overview

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

Purpose This chapter gives you general information about how to use

How to access

reports

Supervisor reports. 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.

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.

CentreVu

Supervisor reports display, report, and

CentreVu

How this chapter is

organized

More information

Procedures that apply to reports that are located in a specific Command or Tool are located in the appropriate chapter in the

Administration

The chapter is divided into the followi ng sections:

• Selecting and running reports

• Report menu bar

• Editing and viewing reports

(585-210-910) guide.

CentreVu® CMS R3V8

Using CentreVu Supervisor Reports

Selecting and Running Reports 2-2

CentreVu®

Supervisor Version 8 Reports

Selecting and Running Reports

Overview

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

Purpose This section describes how to select and run reports through

Supervisor.

Report Designer If you have Report Designer and want to easily generate a new

customized report, select the Report Wizard button in the Contr oller toolbar.

More information

For more information about the Report Desi gner, see the

Report Designer Version 8 User Guide

(585-210-930).

CentreVu

Using CentreVu Supervisor Reports

Using the Scripting feature 2-3

CentreVu®

Supervisor Version 8 Reports

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 can run in the background.

More information

For more information on the Scripti ng featur e, see Chapt er 3 , “Scri pting, ” in the

CentreVu

CentreVu® CMS R3V8 Administration

Supervisor session and be displayed on the PC, or it

(585-210-910) document.

CentreVu

Controller toolbar

Supervisor

The

CentreVu

scripting and organizing your scripts, as follows:

Supervisor Controller toolbar lets you set options for

• 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 repor t, 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 th e Save as Script

dialog box, which lets you create a scr ipt, export the data f rom 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.

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

E

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

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

Using CentreVu Supervisor Reports

Selecting a Report 2-4

CentreVu®

Supervisor Version 8 Reports

Selecting a Report

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

Displaying the Report

selector window

To display the Report Selector window, do the following:

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

1 In the Controller toolbar, select Commands to display the Commands

drop-down menu.

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

2 Select 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.

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

ND OF STEPS

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

Result:

A window displays from which you can select a report.

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

1 Select a category from the Category box.

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

2 Select a report from the Report box.

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

E

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

Using CentreVu Supervisor Reports

Selecting a Report 2-5

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

CentreVu®

Supervisor Version 8 Reports

3 Select the ACD for which you want to run the report from the Run

Report for ACD box.

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

4 Select OK , or double-click on the report you want to run.

Result: A report input window displays.

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

5 Go to Completing the Report Input Window.

ND OF STEPS

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

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

Using CentreVu Supervisor Reports

Running a Report 2-6

CentreVu®

Supervisor Version 8 Reports

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:

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

1 Veri fy that the c orrect ACD is select ed. The current ACD (selected on

the selector window) is displayed at t he bottom-right of the input window .

If the wrong ACD is displayed, press the Cancel button and then retu rn to

Displaying the Report selector window (2-4) to begin the report selection

procedure again to select the correct ACD.

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

2 Fill in the input fields. For the Split /Skill Ou tbound Inter val repor t input

window, the input fields are: Split/Skill, Date, and Times.

To fill in an input field, do any of the followi ng:

• 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.

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

E

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

Using CentreVu Supervisor Reports

Running a Report 2-7

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

CentreVu®

Supervisor Version 8 Reports

3 For 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).

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

4 Press the OK button.

Result: The report runs.

ND OF STEPS

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

Using CentreVu Supervisor Reports

Selecting Report Run Dates 2-8

CentreVu®

Supervisor Version 8 Reports

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 previousl y u sed 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 p oint 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.

Using CentreVu Supervisor Reports

Selecting Report Run Dates 2-9

CentreVu®

Supervisor Version 8 Reports

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 curr ently disp layed, us e 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 mont h when th e i nput f ield 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

Selecting Report Run Dates 2-10

CentreVu®

Supervisor Version 8 Reports

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.

Using CentreVu Supervisor Reports

Selecting Report Run Times 2-11

CentreVu®

Supervisor Version 8 Reports

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 previous ly used time s 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 y ou want the report to end with from

the drop-down list. The repor t data will go through the interval dur ing which the time you enter falls.

Using CentreVu Supervisor Reports

Exiting and Restarting Reports 2-12

CentreVu®

Supervisor Version 8 Reports

Exiting and Restarting Reports

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

How to exit a report To exit a report (ret urn 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 d ue t o an err or, 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

Report Menu Bar 2-13

CentreVu®

Supervisor Version 8 Reports

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 avail able in each of these menus.

Using CentreVu Supervisor Reports

Report 2-14

CentreVu®

Supervisor Version 8 Reports

Report

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

Report menu The Report menu has options that relate specifically t o the report yo u are

running.

Using CentreVu Supervisor Reports

Report 2-15

CentreVu®

Supervisor Version 8 Reports

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 f or the cu rrent repor t. This allows you to run the same report, changing inputs as needed. This i s 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

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

Selecting a

window . When you select Print from the Report menu, the report that is active will be printed according to the opt ions y ou choose i n the Pri nt window . If the report is a real-time report, only one refresh of the report will be printed.

Print Preview Displays the report so th at you can see i t 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.

Using CentreVu Supervisor Reports

Report 2-16

CentreVu®

Supervisor Version 8 Reports

Menu Item Action

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 spec if ied 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.

Using CentreVu Supervisor Reports

Save as HTML 2-17

CentreVu®

Supervisor Version 8 Reports

Save as HTML

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

Overview The Save as Hypertext Markup Language (HTML) function av ailable wi th

CentreVu

report running in report generated in 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

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

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

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

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

CentreVu

web server. You must copy the HTML file and any associated graphics to the Internet server you want to use.

time reports.

report.

saved using Save as HTML.

Supervisor and save it as an HTML file. Any

Supervisor can be converted to an HTML

Browsers T o vi ew the HTML fil e, your Int er net browser must support t ables and .g if

Selecting Save as HTML

location

graphic files. For example, Internet Explorer 3.0, or later versions of either, support tables and .gif graphic files.

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

Netscape

Navigator 3.0 or

Microsoft

TM

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

Using CentreVu Supervisor Reports

Save as HTML 2-18

CentreVu®

Supervisor Version 8 Reports

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:

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

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

the Report menu.

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

2 Select a template option.

• Type the template fi le name in the template fiel d, select the templat e

from the pull-down history list, or select the Browse button and browse for a template.

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

template radio button.

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

3 Select an output option.

• Selecting Use

report fonts as you see them in

CentreVu

Supervisor report fonts preserves the

CentreVu

Supervisor.

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

using Internet browser default fonts.

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

E

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

Using CentreVu Supervisor Reports

Save as HTML 2-19

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

CentreVu®

Supervisor Version 8 Reports

4 Type 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.

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

5 Select 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 wi th the fi le, they are converted into .gi f 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,

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

specific fonts, or surrounding te xt 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.

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

Save as HTML 2-20

CentreVu®

Supervisor Version 8 Reports

Using existing templates

Save as HTML template

Fonts If you choose to use the

size are preserved in the HTML file.

• The fonts used in

Times New Roman.

CentreVu

• 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

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

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

Supervisor fonts if the template specifies the fonts.

CentreVu

Supervisor fonts, the font face and

Supervisor are Arial, Courier New and

CentreVu

Supervisor fonts,

CentreVu

Using CentreVu Supervisor Reports

Print Preview 2-21

CentreVu®

Supervisor Version 8 Reports

Print Preview

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

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

printed components, such as page breaks and heade rs an d foot ers, 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 Previ ew to open the Print Preview dialog box

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

report at a time.

Using CentreVu Supervisor Reports

Print Preview 2-22

CentreVu®

Supervisor Version 8 Reports

Print Preview fields The following table describes the fiel ds and it ems 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 li st allows you to

zoom in or out on a report in the Print Preview dialog box by a series of percen tages 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-s pecific configuration information. If the report is a realtime report, only one refresh of the report will be printed.

Using CentreVu Supervisor Reports

Print Preview 2-23

CentreVu®

Supervisor Version 8 Reports

Field/Item Description

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.

Using CentreVu Supervisor Reports

Edit 2-24

CentreVu®

Supervisor Version 8 Reports

Edit

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

Edit menu The Edit menu has standard

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 you to paste the chart picture into most applications, such as a word processor. Y ou can also access Copy from the right mouse button pop-up menu. See on using Copy.

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

you to export the data in t he currently selected ch art. If the report is a real-time report, only one re fresh 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 exp orting data, see t he

“Exporting Report Data” section in this chapter.

Windows

editing options.

Windows

metafile format. This allows

Windows

Copying Chart Reports (2-53) for instructions

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

you to export the table dat a. If t he report is a real -ti me 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 cha pter.

Using CentreVu Supervisor Reports

Edit 2-25

CentreVu®

Supervisor Version 8 Reports

Menu Item Action

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.

Using CentreVu Supervisor Reports

Format 2-26

CentreVu®

Supervisor Version 8 Reports

Format

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

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

currently selected obj ect. If one (or more) of the ac tions 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.

Using CentreVu Supervisor Reports

Tools 2-27

CentreVu®

Supervisor Version 8 Reports

Tools

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

Tools menu The Tools menu contains additional actions that affect the currentl y

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

Report Threshold Highlights (2-59).

Change Agent Splits/Skills If the current ACD supports Expert Agent Selecti on (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 no t 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

guide for more information.

910)

CentreVu® CMS R3V8 Administration (585-210-

Setting

Using CentreVu Supervisor Reports

Options 2-28

CentreVu®

Supervisor Version 8 Reports

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 highlight ing is on (there is a check by the menu item), the report shows the colors (icons if the report is minimize d) 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 highlight s (or icons if t he report is minimized).

Setting Report Threshold Highlights (2-59) for

See 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 fil l the smaller window area. The status bar setting i s saved in the rep ort view .

Restore Original View Restores the Report View to the ori ginal setti ngs.

All changes made to the format of thi s report are discarded.

Using CentreVu Supervisor Reports

Editing and Viewing Reports 2-29

CentreVu®

Supervisor Version 8 Reports

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

Using CentreVu Supervisor Reports

Report Layouts 2-30

CentreVu®

Supervisor Version 8 Reports

Report Layouts

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

Report types There are two types of report layouts in

What constitutes a

report?

Tables Most standard

• Tables — the

• Charts — th e

reports.

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 tex t and fi eld names that are followed by single data items. Text and data fields are used on both table and chart reports.

prefaced by "graphical") are displayed in tables. The information on a st andard report window is organized as follows:

CentreVu

Supervisor reports (reports that are not

CentreVu

Supervisor presentation of standard reports.

Supervisor presentation of graphical

Supervisor:

More information

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

Reports (2-32).

Using CentreVu Supervisor Reports

Report Layouts 2-31

CentreVu®

Supervisor Version 8 Reports

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.

Using CentreVu Supervisor Reports

Formatting Table Reports 2-32

CentreVu®

Supervisor Version 8 Reports

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 see the report.

CentreVu

Supervisor users

Accessing the Table

Format Options window

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

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.

Using CentreVu Supervisor Reports

Formatting Table Reports 2-33

CentreVu®

Supervisor Version 8 Reports

General tab parameters The following table parameters can be changed:

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.

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

the real-time table report is displaye d.

Using CentreVu Supervisor Reports

Formatting Table Reports 2-34

CentreVu®

Supervisor Version 8 Reports

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

sort column ( Sort By) and t he sort order ( Ascending or Descendi ng). 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, tu rn off the sort options by selecting "(none)" for al l 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, selec t 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" f rom the second Then By drop-down list, and then select Descending as the sort order for the second Then By.

Using CentreVu Supervisor Reports

Formatting Chart Reports 2-35

CentreVu®

Supervisor Version 8 Reports

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 color s.

In many chart types, one dat a point from each ser ies i s grouped t ogether by category across an axi s. Categor ies are plott ed along t he x-axis, while values are plotted along the y-axis. A two-di mensional chart shows serie s 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 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.

CentreVu

Supervisor users

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. Descri ptions 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).

Using CentreVu Supervisor Reports

Formatting Chart Reports 2-36

CentreVu®

Supervisor Version 8 Reports

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, V erti cal, 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.

Using CentreVu Supervisor Reports

Formatting Chart Reports 2-37

CentreVu®

Supervisor Version 8 Reports

Parameter Function

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.

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.

Using CentreVu Supervisor Reports

Formatting Chart Reports 2-38

CentreVu®

Supervisor Version 8 Reports

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 n ot 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

but the X-Y plane does not change when the chart is rotated or elevated.

•

Orthogonal

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, maki ng som e charts easier to read.

•

Perspective

most realistic 3D appearance. Objects farther away from you converge toward a vanishing point.

— The chart has depth

— Perspective is not

— This provides the

Using CentreVu Supervisor Reports

Formatting Chart Reports 2-39

CentreVu®

Supervisor Version 8 Reports

Parameter Function

Viewing Distance A number from 50 through 1000

that represents the distance from which the ch art is viewed a s 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.

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

the chart report.

Axis tab input fields The following parameters can be changed:

Parameter Function

Axis Display Makes each of the axes visible or

invisible. The choic es are X Axis, Y Axis, 2nd Y Axis, and Z Axis.

Using CentreVu Supervisor Reports

Formatting Chart Reports 2-40

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

CentreVu®

Supervisor Version 8 Reports

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)

Using CentreVu Supervisor Reports

Formatting Chart Reports 2-41

CentreVu®

Supervisor Version 8 Reports

Parameter Function

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.

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:

Parameter Function

Visible check box Allows you to display or not

display report titles. Sinc e 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 Visib le option.

Using CentreVu Supervisor Reports

Formatting Chart Reports 2-42

CentreVu®

Supervisor Version 8 Reports

Parameter Function

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.

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:

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 select ed Visible. If you wish to increase t he 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.

Using CentreVu Supervisor Reports

Formatting Chart Reports 2-43

CentreVu®

Supervisor Version 8 Reports

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 affec t the readability of the chart. The label text may overlap in some situations, making it difficult or impossible to read the labels.

Using CentreVu Supervisor Reports

Formatting Chart Reports 2-44

CentreVu®

Supervisor Version 8 Reports

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 Displ ays 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 onl y for bar, line, area, and step charts.

Base Displa ys 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 t he 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.

Using CentreVu Supervisor Reports

Minimizing Report Output Windows 2-45

CentreVu®

Supervisor Version 8 Reports

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 th e report, one of the followi ng 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

Using CentreVu Supervisor Reports

Minimizing Report Output Windows 2-46

CentreVu®

Supervisor Version 8 Reports

Report Type Icon

Split/skill realtime, 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

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 curren tly 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 Wa rning threshold symbol appears in the system tray.

The threshold symbols are as follows:

Threshold Type Icon

Caution Threshold

Warning Threshold

Using CentreVu Supervisor Reports

Right mouse button pop-up menus 2-47

CentreVu®

Supervisor Version 8 Reports

Right mouse button pop-up menus

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

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

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 appli cable 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 ...

Select a cell in a table and hold down the right mouse button.

Select an output field or label and hold down the right mouse button.

Select a data point in a chart and hold down the right mouse button.

And ...

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 report s for t hat c ell di spla y at the top of the right mouse button menu. See examples of these later in this section.

The data point is highlighted using sele ction 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.

A dotted border is drawn around the field. The Threshold Settings menu item is enabled

if the highlighted field has related threshold settings.

Using CentreVu Supervisor Reports

Right mouse button pop-up menus 2-48

CentreVu®

Supervisor Version 8 Reports

When you ... This pop-up menu

displays ...

Select an agent name or agent number in a table and hold down the right mouse button.

And ...

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 repor t.

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 rep ort is the RealTime Agent Graphical Inf ormation 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 RealTime Split/Skill Top Agent Work State Report, which also displays when you double click on the work state in the report.

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

E

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

Using CentreVu Supervisor Reports

Rotating a 3D chart 2-49

CentreVu®

Supervisor Version 8 Reports

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 t he 3D Eff ects tab of the Chart Format window (see using the 3D Effects tab).

How to rotate a 3D chart To change the rotation and elevati on of a 3D chart, do the foll owing steps:

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

1 Place the pointer over a D chart.

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

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

chart can be rotated.

Formatting Chart Reports (2-35) for information on

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

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

around the chart.

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

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

and right to change the chart r otation. The dotted 3D outline shows the position of the chart as you move the mouse.

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

5 When you find the rotati on 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 sav ed as part of the r eport view .

Using CentreVu Supervisor Reports

Exporting Report Data 2-50

CentreVu®

Supervisor Version 8 Reports

Exporting Report Data

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

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

reports, either to a file or to the 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 dat a.

Windows

clipboard. Once you have

Report form a t Reports are exported from

• Data is exported as ASCII characters.

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

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.

CentreVu

Supervisor in the following format:

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

Using CentreVu Supervisor Reports

Exporting Report Data 2-51

CentreVu®

Supervisor Version 8 Reports

How to export a data

report

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

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

1 Click on the table or chart within a report.

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

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

appropriate, from the Edit menu or the right m ouse 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.

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

3 Complete 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 file s on y our 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

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

E

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

Using CentreVu Supervisor Reports

Exporting Report Data 2-52

CentreVu®

Supervisor Version 8 Reports

report. The character you choose for the Text Delimiter determines what is used around text strings in th e 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 deli m iter.

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

that is null as a zero in the ex port of informat ion. This is hel pful if you are exporting a table report because a null value that is not incl uded 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 co lumn headers in table reports) in the export of the report's data.

• Export Time Durations in Seconds —select th is c heck bo x to incl ude

the time duration in the export of information.

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

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

Script button to display th e Save as Script dialog box. This dialog box will create a script to export data from the re port.

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

5 Select OK in the Export Data window.

ND OF STEPS

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

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

E

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

Using CentreVu Supervisor Reports

Copying Chart Reports 2-53

CentreVu®

Supervisor Version 8 Reports

Copying Chart Reports

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

Overview You can copy chart reports to the

How to copy chart

reports

Windows

selected chart report is copied to the clipboard in the

clipboard. The copy of the

Windows

metafile

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

Windows

application that can read the metafile format. For i n stance, you can copy chart reports and import the files into word processing files to be used as viewgraphs.

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

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

1 Run a chart (graphical) report.

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

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

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

3 Select 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.

Using CentreVu Supervisor Reports

Resizing Report Windows and Columns 2-54

CentreVu®

Supervisor Version 8 Reports

Resizing Report Windows and Column s

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

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

window and, when the resize arrow appears, hol ding 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 resulting eff ect depends on the type of report (standard or graphical ) you are running. The following paragraph s outline the effects of resizing each type of report window.

CentreVu

Supervisor report output window, the

Standard Supervisor

report window

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

Changing a column

width

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 small er than the size of the repor t, scrol l bars will appear to allow you to view the entire contents of the report.

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.

You can change the width of an individual table column in a table or chart report by positioning the mouse pointer between the column header s. 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

Selecting a Printer 2-55

CentreVu®

Supervisor Version 8 Reports

Selecting a Printer

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

The Print setup window is a standard

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

Windows

Print window.

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

Control Panel will be used.

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

installed in the included in the drop-down list. Depending on what printe rs are installed, non-printer devi ces such as file s and fax may appear her e.

Other entries in this window will vary dependi ng on the capabi lit ies of t he chosen printer. The available here and what happens if the Properties button is selected. These variations are not described here since options.

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

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

Windows

Control Panel. All installed printers are

system software determines what is

Windows

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

Administration, Call Center Administration, or Maintenance).

Windows

controls these

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

E

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

Using CentreVu Supervisor Reports

Selecting a Printer 2-56

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

CentreVu®

Supervisor Version 8 Reports

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

Result: The Print setup window displays.

ND OF STEPS

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

Using CentreVu Supervisor Reports

Setting Up a Page 2-57

CentreVu®

Supervisor Version 8 Reports

Setting Up a Page

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

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

is positioned when printed. The changes you m ake in this window apply only to printed reports and do not aff ect reports displayed on-screen.

The Page Setup window is a standard

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

Windows

• 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 titl es repeated. If a chart would overlap the bottom margin, it wil l be scaled smaller so that it fits withi n 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 l eft 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.

print window.

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

E

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

Using CentreVu Supervisor Reports

Setting Up a Page 2-58

CentreVu®

Supervisor Version 8 Reports

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

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

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

Administration, Call Center Administration, or Maintenance).

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

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

as the destination.

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

3 Select OK to run the report.

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

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

ND OF STEPS

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

Result:

The Page Setup window displays.

AT&T Definity Enterprise R 8-2 CMS Reports

Specifications and Main Features

Frequently Asked Questions

User Manual

Preface

Conventions used The following conventions are used throughout this document:

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

1 Introduction

Overview

Things to Know About the System

Organization This section contains the following information:

Terminology

Terms Current Interval

Prerequisite System Administration

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

User Permissions For a report to display data, you must have read permission for th e spli t/

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

Relationships to Other Subsystems

Timetable Y ou cannot put a r eal-time repor t on a timetabl e. You can use shortcuts t o

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

Exceptions When an exception occurs,

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

User Permissions The default real-time and integrated reports r efresh rate i s determined by

Things to Know About CentreVu Supervisor Reports 1-12

Organization This section contains the follow ing topics:

Agent and Trunk States

Agent states ACD

Trunk states IDLE

Refresh Rate for Real-Time and Integrated Reports

Default refresh rate The default refresh rate when you bring up the report input window is

Shortest refresh rate If you want to c alculate the shortest refresh r ates you can ge t in

Using CentreVu Supervisor Reports

Overview

Selecting and Running Reports

Report Designer If you have Report Designer and want to easily generate a new

Using the Scripting feature

Report Selector The Report Selector window lets you create a new script, as follows:

Report output window The Report Output Window menu bar lets you create a new script, as

Script buttons The Script button on the Data Export window displays th e Save as Script

Selecting a Report

Running a Report

Types of input The following example shows possible types of input that might be

Selecting Report Run Dates

Selecting Dates When you run historical reports, you need to select the date or dates for

Browse Date If you press the Browse button and the input needed is a single date, the

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

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

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

Selecting Report Run Times

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

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

Exiting and Restarting Reports

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

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

Report Menu Bar

Report

Report menu The Report menu has options that relate specifically t o the report yo u are

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

Save as HTML

Browsers T o vi ew the HTML fil e, your Int er net browser must support t ables and .g if

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

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

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

Using existing templates

Fonts If you choose to use the

Print Preview

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

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

Print Preview fields The following table describes the fiel ds and it ems on the Print Preview

Edit

Edit menu The Edit menu has standard

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

Format

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

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

Tools

Tools menu The Tools menu contains additional actions that affect the currentl y

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

Options

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