Lucent Technologies Centrevu Advocate Release 8 User Guide

  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports4-9
Verifying the Solution Through Reports4
The key to verifying this solution is to note that all calls maintain their 
priority within the skill to be answered over time. An e-mail request that 
has been waiting for 2.5 hours is as important as a voice call that has 
waited 60 seconds. To verify that the any media solution is working, 
compare the% Within Service Level report field for...

  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports4-10
Real-Time 
Graphical Skill 
Overload Report
4
This report is only available for customers who have DEFINITY® ECS R6 
or later switches with Expert Agent Selection (EAS) and have purchased 
CentreVu Advocate. It shows the skill state (normal, unknown, 
overload 1, overload 2) and trends for a selected skill.
If 
CentreVu Advocate is not activated, the fields of the report which...

  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports4-11
lThe database items used for the Graphical Skill Overload Report 
are stored in the csplit table. 
lThe chart type can be changed. See the CentreVu® Supervisor 
Version 8 Reports 
document (585-210-929) for more information. 
Input Fields4The following table describes the input fields on the real-time Graphical 
Skill Overload report input windows. You must fill in the fields on the...

  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports4-12
Report Example4The following report is an example of a Graphical Skill Overload report.
Report Description4The following table describes the report fields. 
Report Heading DescriptionDatabase Item/ Calculation, 
Ta b l e  N a m e
Skill StateThe current state of the skill, compared to the 
administered thresholds. This displays as 
Normal, Overload 1, and Overload 2 on the 
report....

  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports4-13
Real-Time 
Graphical 
Staffing Profile 
Report
4
This report is available only for customers who have DEFINITY ECS R6 
or later switches with EAS and have purchased 
CentreVu Advocate. It 
shows how many of what type of agents are staffing a specified skill as 
Active, in Other, or in AUX.
If 
CentreVu Advocate is not activated, the fields of the report which 
pertain to 
CentreVu...

  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports4-14
Input Fields4The following table describes the input fields on the real-time Graphical 
Staffing Profile report input windows. You must fill in the window to run 
the report.
Item Description
Split/Skill:Fill in the Skill input name or number for which 
you want to run the report. You can enter a 
skill name only if the name has been defined 
in the Dictionary.
Refresh Every...

  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports4-15
Report Example4The following report is an example of a Graphical Staffing Profile report.
Report Description4The following table describes the report fields. 
Report Heading DescriptionDatabase Item/ Calculation, 
Ta b l e  N a m e
Split/Skill:The name or number of the skill (up to 20 
characters) that is selected for this report. syn(SPLIT)
Skill StateThe current state of this...

  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports4-16
Top Agents 
(AUX)The number of top agents logged into the skill 
who are in the AUX work mode. This includes 
agents on AUXIN/AUXOUT calls. Available on 
Generic 3 and Generic 2.2 switches with the 
EAS feature for top skills. However, “top” 
database items are only significant for Generic 
3 switches and the ECS with EAS.
TINAUX includes TINAUX0, TINAUX1-9, 
TONACDAUXOUT, TONAUXIN,...

  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports4-17
Top Agents 
(Active)The number of top agents logged into the skill, 
who are on inbound and outbound ACD calls, 
plus the number of top agents who are in ACW 
for ACD calls, plus the number of top agents 
who have ACD calls ringing and are not doing 
anything else.(TONACD + TINACW + 
TAGINRING)
Flex Agents 
(AUX)The number of flex agents in AUX.
Requires 
DEFINITY ECS R6 or later...

  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports4-18
Historical 
Graphical Skill 
Overload Report
4
The Graphical Skill Overload report shows how much time each skill has 
spent in normal versus overload condition for the intervals specified for a 
particular day.
This report is available only if you have purchased the Expert Agent 
Select (EAS) feature.
Things to Know for 
CentreVu Advocate4
Here are some things you need to know...