Lucent Technologies Centrevu Advocate Release 8 User Guide

  Call Center Solution: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports8-7
Verifying the Solution Through Reports8
As in Chapter 3,”Call Center Solution: Maximize Revenues,” the average 
speed of answer for the Top Ten skill will be lower than the Orders skill. If 
the Exclusive skill has an appropriate number of staff, it will have a lower 
average speed of answer than the Orders skill. The percentage of 
abandoned calls should also be lower...

  Call Center Solution: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports8-8
Real-Time 
Graphical 
Split/Skill Call 
Profile Report
8
This report shows the wait times of incoming calls that are answered and 
abandoned in a split or skill during the current interval. Calls are 
displayed in ten columns, with each column representing a progressively 
longer wait time (increment). You must have administered service level 
and wait time increments...

  Call Center Solution: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports8-9
Report Description8This report will show, for CentreVu Advocate, the number of calls that 
were answered for the selected split/skill within the predefined service 
level, the number of calls that abandoned, and the average speed of 
answer for each call in queue. The database items used for the Split/Skill 
Call Profile Report are stored in the csplit table.
Report...

  Call Center Solution: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports8-10
Historical 
Split/Skill Call 
Profile Report
8
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 
CentreVu® CMS R3V8 
Administration 
(585-210-910) document for both the time increments and 
acceptable service levels. Since this...

  Call Center Solution: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports8-11
Report Description8The following table describes the report fields for the time period covered 
by the report. For 
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...

  Call Center Solution: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports8-12
Historical 
Split/Skill 
Graphical Multi-
ACD Service 
Level Daily 
Report
8
The Split/Skill Graphical Multi-ACD Service Level Daily report shows the 
Percent in Service Level achieved for a skill selected from one or more 
ACDs for each day. You can compare the same split/skill in different 
ACDs and use the information to:
lDetermine agent workload
lReview Percent in...

  Call Center Solution: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports8-13
Report Description8The following table describes the report fields. For CentreVu Advocate, 
this report shows the percent in service level for the skill. The database 
items for the report are stored in the dsplit (daily), tables.
Modified 
Reports
8
The following, existing CentreVu Supervisor reports have been modified 
to work with 
CentreVu Advocate. Each report...

  Call Center Solution: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports8-14
Real-Time 
Queue/Agent 
Status Report 
8
The following table describes the modified report fields. 
Integrated 
Graphical Split/Skill 
View Report
8
The Integrated Graphical Split/Skill View Report has been modified for 
CentreVu Advocate to include the following fields. Other fields on this 
report may be used to verify the solution in this chapter; for example, the...

  Call Center Solution: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide
Things to Note8-15
Things to Note8
The following list includes some things to be aware of when implementing 
the call center solution in this chapter:
lIf the speed of answer for the Exclusive skill is too high, additional 
agents should be trained for this specialty catalog.
lThe configuration described in this section will quickly give the most 
calls to agents who have the highest revenue-generating...

  Call Center Solution: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide
Things to Note8-16