Lucent Technologies Centrevu Advocate Release 8 User Guide

  Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports5-13
Aban CallsThe number of calls that are abandoned by 
the caller when calls are in queue or when 
calls are ringing for this split/skill. 
This includes calls with talk times less than 
the phantom abandoned call timer value, if it 
is set.
For Generic 2.1 and Generic 3 Version 1 
switches with vectoring, this also includes 
calls that were queued to the split/skill and...

  Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports5-14
Historical 
Split/Skill Call 
Profile Report
5
The Split/Skill Call Profile report shows the number of calls answered and 
abandoned in time increments that you administer. This report also 
displays your acceptable service level. See the 
CentreVuâ CMS R3V8 
Administration 
(585-210-910) document for both the time increments and 
acceptable service levels. Since this report...

  Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports5-15
Report Description5For CentreVu Advocate, this report shows the percent of calls that were 
both inside and outside the administered service level for the skill, the 
number of calls that were answered and abandoned with the time to 
abandon. The database items for the Split/Skill Call Profile Report are 
stored in the dsplit (daily), wsplit (weekly), and msplit (monthly)...

  Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports5-16
Historical 
Split/Skill 
Graphical ASA 
Report
5
The Split/Skill Graphical ASA (Average Speed of Answer) report shows 
the average speed of answer for ACD calls answered in each selected 
split/skill for each selected interval. See the 
CentreVu® Supervisor 
Version 8 Reports
 document, 585-210-929, for information on report 
input fields, report generation, and a full...

  Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports5-17
Report Description5The following table describes the report fields for the time period covered 
by the report. For 
CentreVu Advocate, this report will show the average 
speed of answer for the skill in the report. The database items for the 
Split/Skill Graphical ASA report are stored in the cagent (current 
interval) and hsplit (intrahour interval) tables.
Report Heading...

  Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports5-18
Historical VDN 
Graphical 
Busy/Abandon/
Disconnect 
Comparison 
Report
5
The VDN Graphical Busy/Abandon/Disconnect Comparison report shows 
the percent of busy, abandon, and disconnect for summarized VDNs in 
one ACD for each day. See the 
CentreVu® Supervisor Version 8 Reports 
document, 585-210-929, for information on report input fields, report 
generation, and a full...

  Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Things to Note5-19
VDN Graphical Busy/Abandon/Disconnect Comparison report are stored 
in the dvdn (daily) tables.
Modified Report5The Integrated Graphical Split/Skill View Report has been modified for 
CentreVu Advocate to include the following fields:
In addition, several fields on this report can be used to verify the solution 
in this chapter, including% Within Service Level and Avg Speed Ans.
Things to Note5
For...

  Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Things to Note5-20 

  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Overview6-1
6  Call Center Solution: Automate Agent Moves
Overview6
A call center may need more agents per high-activity skill only at certain peak 
times of the day. Rather than manually notifying and activating agents for a 
skill during these times of peak activity, many call centers want to activate 
these agents on the skill or move agents to the skill automatically. 
CentreVu® 
Advocate 
Feature
6
This chapter...

  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Implementation6-2
Implementation6
Platinum card holders are identified by the “800” number dialed using 
Direct Number Identification Service (DNIS). These calls are directed to a 
special vector that queues to the Platinum skill.
Agent Selection6Any agent selection method may be used to implement this solution. See 
Chapter 1, “Introduction: 
CentreVu® Advocate” for a complete list of 
agent selection methods.
Call...