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
7-71
Percent of Calls
Answered
a
Description — Percentage of ACD calls offered to the
VDN that were answered.
Measures — 100
a
[(AC
CONNECTCALLS) / INCALLS]
Call Profile Abandon
per Service Level
Increment Description — Number of abandoned calls to this
VDN for any service level increment. A single report
threshold applies to all of the values. If the number of
abandoned calls for the VDN reaches the threshold for
any of the service level increments, the value for that
service level increment is highlighted.
Measures — ABNCALLS1 through ABNCALLS10
Average Speed of
Answer
a
Description — Number of seconds, on average, before
a call to this VDN is answered. This value is the time
callers spent in queue or ringing before being
answered, divided by the number of calls queued to the
VDN that were answered by an agent at this VDN.
Measures — AVG_ANSWER_SPEED
Average Talk Time
a Description — Average length of time spent on ACD
calls to the VDN.
Measures — AVG_ACD_TALK_TIME
Average Time to
Abandon
a
Description — Average length of time callers waited
before abandoning calls to the VDN.
Measures — AVG_ABANDON_TIME
Rolling Average Speed
of Answer Description — Switch-based Rolling Average Speed
of Answer for this VDN. The Rolling Average Speed
of Answer is the average speed of answer across
intervals.
Measures — ASA
a. Sample Size thresholds apply
Threshold Description/Database Item or Calculation