Lucent Technologies CentreVu Supervisor, Installation And Getting Started Manual

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CentreVu Supervisor Version 8 Installation and Getting Started
Using CentreVu Supervisor Reports
Setting Report Threshold Highlights
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Time in AVAIL
Workmode Description — Amount of time the agent is in the
AVAIL workmode, including incoming and outgoing
calls. This time measures the time the agent remains in
AVAIL, regardless of any incoming or outgoing calls
handled.
Measures — AGTIME while WORKMODE = AVAIL
Time in DACD
Workmode Description — Amount of time the agent is in the
DACD workmode. This time measures the time the
agent remains in DACD, regardless of any incoming or
outgoing calls handled. (Applies only to Generic 3
switches.)
Measures — AGTIME while WORKMODE = DACD
Time in DACW
Workmode Description — Amount of time the agent is in the
DACW workmode, including incoming and outgoing
calls. This time measures the entire time the agent
remains in DACW, regardless of any incoming or
outgoing calls handled.
Measures — AGTIME while WORKMODE = DACW
Calls in Direct Agent
Queue Description — Number of Direct Agent calls that are
queued to the agent. DA_INQUEUE is the current
number of Direct Agent calls waiting in any split/skill
queue for a specific agent. (Applies only to Generic 3
switches.)
Measures — DA_INQUEUE
Time call waiting in
Direct Agent Queue Description — Amount of time the caller has waited in
the Direct Agent queue. DA_OLDESTCALL is the
length of time that the oldest Direct Agent call has
waited in any split/skill queue for this agent. (Applies
only to Generic 3 switches.)
Measures — DA_OLDESTCALL
Threshold Description/Database Item or Calculation