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
7-70
Available VDN Threshold Settings
7
All of the data that CentreVu Supervisor uses for VDN threshold highlights are
retrieved from the
cvdn (current interval VDN) database table. See the
CentreVu
®
CMS R3V8 Database Items and Calculations (585-210-939)
document for more information on the database tables. The VDN threshold
highlights you can set are as follows:
Threshold Description/Database Item or Calculation
Number of Calls
Abandoned During the
Interval Description — Number of calls that were queued to
this VDN and then abandoned.
Measures — ABNCALLS
Number of Calls
Forced Busy During the
Interval Description — Number of calls to the VDN that were
given a busy signal by the switch.
Measures — BUSYCALLS
Number of Calls
Disconnected During
the Interval Description — Number of calls to the VDN that were
disconnected by the switch via the vector “disconnect”
command.
Measures — DISCCALLS
Oldest Call Waiting Description — Number of seconds the oldest call has
waited in this VDN.
Measures — OLDESTCALL
Number of Calls
Waiting Description — Number of calls queued to this VDN
that have not been answered by an agent.
Measures — INPROGRESS - ATAGENT
Percent of Calls
Answered in Service
Level
a
Description — Percentage of ACD calls to the VDN
that were answered within the service level.
Measures — 100*(ACCEPTABLE / INCALLS)
Percent of Calls
Abandoned
a
Description — Percentage of ACD calls to the VDN
that were abandoned.
Measures — 100*(ABNCALLS / INCALLS)