Lucent Technologies CentreVu Supervisor, Руководство по установке и началу работы

Страница: 205 / 306

CentreVu Supervisor Version 8 Installation and Getting Started
Using CentreVu Supervisor Reports
Setting Report Threshold Highlights
7-67
Available Split/Skill Threshold Settings
7
All of the data that CentreVu Supervisor uses for split/skill threshold highlights
are retrieved from the
csplit (current interval split) database table. See the
CentreVu
®
CMS R3V8 Database Items and Calculations (585-210-939)
document for more information on the database tables. The split/skill threshold
highlights you can set are as follows:
Threshold Description/Database Item or Calculation
Oldest Call Waiting Description — Amount of time the oldest call to this
split/skill has waited in queue. OLDESTCALL is the
number of seconds the oldest split/skill ACD call has
waited in queue or ringing.
Measures — OLDESTCALL
Number of Calls
Waiting in Queue Description — Number of calls queued to this
split/skill. The computation measures the number of
calls in queue or ringing at an agent position.
Measures — I INRING
Number of Calls
Abandoned Description — Number of calls that were queued to
this split/skill and then abandoned. ABNCALLS is the
number of calls offered to a split/queue which were
subsequently abandoned by the caller.
Measures — ABNCALLS
Average Speed of
Answer
a
Description — Number of seconds, on average, before
a call to this split/skill is answered. Average speed of
answer is the ANSTIME (time spent by callers in
queue or ringing before being answered) divided by
the ACDCALLS (number of calls queued to the
split/skill that were answered by an agent at this
split/skill).
Measures — AVG_ANSWER_SPEED