Lucent Technologies CentreVu Supervisor, Installation And Getting Started Manual

Page: 207 / 306

CentreVu Supervisor Version 8 Installation and Getting Started
Using CentreVu Supervisor Reports
Setting Report Threshold Highlights
7-69
Call Profile Abandon
per Service Level
Increment Description — Number of abandoned calls to the
split/skill for any service level increment. A single
report threshold applies to all of the values. If the
number of abandoned calls for the split/skill reaches
the threshold for any of the service level increments,
the value for that service level increment is
highlighted.
Measures — ABNCALLS1 through ABNCALLS10
Rolling Average Speed
of Answer Description — Switch-based Rolling Average Speed
of Answer for this split/skill. The Rolling Average
Speed of Answer is the average speed of answer across
intervals.
Measures — ASA
Expected Wait Time
(Low) Description — Expected Wait Time for a call queued
to this split/skill at a low priority level.
Measures — EWTLOW
Expected Wait Time
(Medium) Description — Expected Wait Time for a call queued
to this split/skill at medium priority level.
Measures — EWTMEDIUM
Expected Wait Time
(High) Description — Expected Wait Time for a call queued
to this split/skill at high priority level.
Measures — EWTHIGH
Expected Wait Time
(Top) Description — Expected Wait Time for a call queued
to this split/skill at top priority level.
Measures — EWTTOP
a. Sample Size thresholds apply.
Threshold Description/Database Item or Calculation