Lucent Technologies Centrevu Advocate Release 8 User Guide

  Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports3-9
Report Example3The following figure is an example of a Split/Skill Call Profile report.
Report Description3The following table describes the report fields that are most meaningful 
for the Maximizing Revenues implementation of 
CentreVu Advocate. This 
report will show, for 
CentreVu Advocate, the number of calls that were 
answered for the selected split/skill within the predefined...

  Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports3-10
ACD CallsThis is the number of calls that were sent to the 
split/skill that were answered by an agent within 
each increment. This includes outbound ACD 
calls placed by an adjunct (also called outbound 
predictive dialing), for the Generic 2.2 switches 
with ASAI Gateway or the Generic 3 with ASAI 
only. For the Generic 3 switches it does not 
include direct agent...

  Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports3-11
Real-Time 
Queue/Agent 
Status Report 
3
This report is a combination of the Agent report and the Queue/Agent 
Summary report. It displays overall split/skill information such as the 
number of calls waiting, oldest call waiting, and percent answered within 
service level. It also shows the number of agents available, on ACD calls, 
staffed, with calls ringing, and on after call...

  Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports3-12
Things to Know for 
CentreVu Advocate3
For CentreVu Advocate, enter the split or skill name or number that you 
want to view in this report in the input window. Any name(s) you want to 
appear on the report must have been previously defined and entered in 
the Dictionary subsystem. Using the call center example in this chapter, 
this report may be run for the Exclusive, Top Ten, or...

  Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports3-13
Calls WaitingThe total number of split or skill ACD calls 
waiting to be answered for each split/skill in 
the report. This includes calls that are in 
queue and are ringing at an agent’s voice 
terminal. It also includes outbound ACD calls 
placed by an adjunct (also called outbound 
predictive dialing), for the Generic 2.2 
switches with ASAI Gateway or the Generic 
3 with ASAI...

  Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports3-14
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 
abandoned...

  Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports3-15
Historical 
Split/Skill Call 
Profile Report
3
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 Chapter 7, “Call Center 
Administration,” in the 
CentreVu® CMS R3V8 Administration document 
(585-210-910) document for both the time increments and...

  Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports3-16
Report Example3The following report is an example of a Split/Skill Call Profile report with 
the fields that are most meaningful for 
CentreVu Advocate shown in 
boxes.
Report Description3The 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...

  Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports3-17
Historical 
Split/Skill
Graphical ASA 
Report
3
The Split/Skill Graphical Average Speed of Answer (ASA) 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 description...

  Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports3-18
Report Description3The 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. You can use this information to 
compare average speed of answer in specific skills; for example, 
Exclusive, Top Ten, or Orders, and take the appropriate action. The...