Lucent Technologies CentreVu Supervisor, Installation And Getting Started Manual

Page: 206 / 306

CentreVu Supervisor Version 8 Installation and Getting Started
Using CentreVu Supervisor Reports
Setting Report Threshold Highlights
7-68
Average Talk Time
a Description —Average length of time spent on ACD
calls to the split/skill.
Measures — AVG_ACD_TALK_TIME
Average Time to
Abandon
a
Description — Average length of time callers waited
before abandoning calls to the split/skill.
Measures — AVG_ABANDON_TIME
Full-Time Equivalent
Agents Staffed Description — Number of total full-time equivalent
agents currently staffed for the skill.
Measures — FTE_AGENTS
Number of Calls
Forced Busy Description — Number of calls to the split/skill that
were given a busy signal by the switch.
Measures — BUSYCALLS
Number of Calls
Disconnected Description — Number of calls to the split/skill that
were disconnected by the switch.
Measures — DISCCALLS
Percent of Calls
Answered in Service
Level
a
Description — Percentage of ACD calls to the
split/skill that were answered within the service level.
Measures — PERCENT_SERV_LVL_SPL
Percent of Calls
Abandoned
a
Description — Percentage of ACD calls to the
split/skill that were abandoned.
Measures — PERCENT_CALL_ABAN
Number of Agents
Staffed Description — Number of agents logged into the
split/skill.
Measures — STAFFED
Percent of Calls
Answered* Description — Percent of ACD calls offered to the
split/skill that were answered.
Measures — PERCENT_CALL_ANS
Threshold Description/Database Item or Calculation