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
7-62
Available Agent Threshold Settings
7
All of the data that CentreVu Supervisor uses for agent threshold highlights are
retrieved from the
cagent (current interval agent) database table. See the
CentreVu
®
CMS R3V8 Database Items and Calculations (585-210-939)
document for more information on the database tables. The agent threshold
highlights you can set are as follows:
Threshold Description/Database Item or Calculation
Time in AUX State Description — Amount of time the agent is in the
Auxiliary Work state.
Measures — DURATION while AGSTATE = AUX
Time in AUX-IN State Description — Amount of time the agent is on an
incoming call while in the Auxiliary Work state.
Measures — DURATION while AGSTATE =
AUX-IN
Time in AUX-OUT
State Description — Amount of time the agent is on an
outgoing call while in the Auxiliary Work state.
Measures — DURATION while AGSTATE =
AUX-OUT
Time in ACW State Description — Amount of time the agent is in the After
Call Work state.
Measures — DURATION while AGSTATE = ACW
Time in ACW-IN State Description — Amount of time the agent is on an
incoming call while in the After Call Work state.
Measures — DURATION while AGSTATE =
ACW-IN
Time in ACW-OUT
State Description — Amount of time the agent is on an
outgoing call while in the After Call Work state.
Measures — DURATION while AGSTATE =
ACW-OUT