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 
abandoned while listening to a forced 
disconnect announcement. 
NOTE: When a call is queued to multiple 
splits/skills and abandons from the queue, 
only the primary split/skill increments 
ABNCALLS. (Calls that are ringing at an 
agent’s voice terminal and then abandon 
count as abandons for the split/skill for which 
they were ringing.)ABNCALLS
Agents StaffedThe total number of agents logged into each 
split/skill.STAFFED
Agents AvailThe current number of agents that are 
available to receive ACD calls in each 
split/skill.AVAILABLE
RoleThe Agent’s service role for this SPLIT, as 
defined in the Dictionary.
Requires 
DEFINITY ECS R6 or later with 
CentreVu Advocate.syn(ROLE)
LevelThe skill level associated with the agent’s 
current WORKSKILL, when WORKSKILL is 
not null.
Requires a Generic 2.2 or Generic 3 Version 
2 or later switch with the EAS feature.
For 
CentreVu Advocate, in the cagent table, 
WORKSKLEVEL contains either a skill level 
(1-16) for a normal skill, or a reserve level (1 
or 2) for a reserve skill. This 
WORKSKLEVEL applies to WORKSKILL.syn(WORKSKLEVEL) Report Heading DescriptionDatabase Item, Calculation, 
or  
						

							  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 shows you how long it takes 
for calls to be answered or abandoned, you can determine how long a 
caller is willing to wait for an agent before hanging up. With this 
information, you can determine the appropriate answering speed 
required to reduce abandoned calls.
Calls are displayed in ten columns, with each column representing a 
progressively longer wait time. The Split/Skill Call Profile report is 
available in daily, weekly, and monthly versions. See the 
CentreVuâ 
Supervisor Version 8 Reports document (585-210-929) for information on 
report input fields, report generation, and a full description of all report 
fields.
Things to Know for 
CentreVu Advocate5
For CentreVu Advocate, enter the appropriate split/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, you may run this report for the Classical, Popular Artists, or 
Special Events skill.
Report Example5The following report is an example of a Split/Skill Call Profile report with 
the fields that are most meaningful for 
CentreVu Advocate are in boxes. 
						

							  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) 
tables.
Report Heading DescriptionDatabase Item, Calculation, or 

% Within Service 
LevelThe percentage of split/skill ACD calls that were 
queued to this split/skill and answered within 
your administered service level.100*(ACCEPTABLE/
CALLSOFFERED)

ACD CallsThe number of split/skill ACD calls answered 
within each service level increment.ACDCALLS1-10
Aban CallsThe number of split/skill ACD calls that 
abandoned within each service level increment.ABNCALLS1-10
ACD CallsThe number of split/skill ACD calls that were 
queued to this split/skill and answered by an 
agent for this split/skill. This total also includes 
O_ACDCALLS if you have the Outgoing Call 
Management (OCM) application of ASAI. The 
O_ACDCALLS is the number of ACDCALLS that 
were placed by an adjunct; this is also referred 
to as predictive dialing.ACDCALLS
Avg Speed AnsThe average time the split/skill ACD calls were 
waiting in queue and ringing before being 
answered by an agent.ANSTIME/ACDCALLS

% Ans CallsThe percentage of calls queued to the split/skill 
that were answered by an agent. Calls to the 
split/skill include abandoned calls and calls not 
answered. Calls not answered may include 
forced busy calls, forced disconnect calls, calls 
redirected to another destination, and calls 
queued to more than one split/skill and 
answered in another split/skill. For the Generic 3 
switches, it does not include direct agent calls.100*(ACDCALLS/ 
CALLSOFFERED)
 
						

							  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 description of all report fields, 
and changing chart type.
Things to Know for 
CentreVu Advocate5
For CentreVu Advocate, enter the name(s) or number(s) of the 
split(s)/skill(s) you want included in the report in the input window. You 
can enter a name only if it has been previously defined in the Dictionary 
subsystem. 
Report Example5The following report is an example of a Split/Skill Graphical ASA report 
with the fields that are most meaningful for 
CentreVu Advocate in boxes. Aban CallsThe number of ACD calls to the split/skill that 
disconnected while either waiting in queue (if 
this was the first split/skill the call was queued 
to), or while ringing. This total includes calls with 
talk time less than the phantom abandoned call 
timer value, if it is set. This total also includes 
O_ABNCALLS if you have OCM. The 
O_ABNCALLS is the number of outbound ACD 
calls that were abandoned by the far end.ABNCALLS
Avg Aban TimeThe average time the split/skill ACD calls were 
waiting in queue or ringing before abandoning.ABNTIME/ABNCALLS

% Aban CallsThe percentage of calls queued to the split/skill 
that abandoned before being answered by an 
agent.100*(ABNCALLS/ 
(CALLSOFFERED))
 Report Heading DescriptionDatabase Item, Calculation, or 
 
						

							  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 DescriptionDatabase Item, Calculation 
or 
Split/Skill The name or number of the split/skill you are 
currently viewing.syn(SPLIT)
Average Speed 
of Ans—
SecondsThe value in seconds of the average speed of 
answer for the split/skill during the time period 
covered in the report. 
						

							  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 description of all report fields, and changing chart 
type.
Things to Know for 
CentreVu Advocate5
For CentreVu Advocate, enter the name(s) or number(s) of the VDN(s) 
you want included in the report in the input window. You can enter a 
name only if it has been previously defined in the Dictionary subsystem. 
Report Example5The following report is an example of a VDN Graphical Busy/Abandon/ 
Disconnect Comparison report.
Report Description5The following table describes the report fields. For CentreVu Advocate, 
this report will show the percent of calls that were busy, abandoned, or 
disconnected for the VDN(s) in the report. The database items for the  
						

							  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 this solution, note that if the wait time for the Classical skill is too long, 
additional agents should be trained for this specialty skill. Report Heading DescriptionDatabase Item, Calculation 
or 
ACDThe name of the ACD selected for the report. ACD
VDNThe name or number of the VDN you are 
currently viewing.VDN
DateThe date selected for the report. ROW_DATE
% AbanThe percentage of calls to the VDN that 
abandoned during the selected day.100 * (sum(ABNCALLS) / 
sum(INCALLS)
% BusyThe percentage of calls to the VDN that were 
busy during the selected day.100 * (sum(BUSYCALLS) / 
sum(INCALLS)
% AbanThe percentage of calls to the VDN that 
disconnected during the selected day.100 * (sum(DISCCALLS) / 
sum(INCALLS)
Report Heading DescriptionDatabase Item, Calculation, 
or 
Skill State:The current State of the skill compared to the 
administered thresholds.syn(SKSTATE) 
						

							  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 discusses the Service Level Supervisor CentreVu Advocate 
features. Use the 
CentreVu Supervisor reports presented in this chapter to 
verify that 
CentreVu Advocate is working.
Customer 
Example
6
A call center accepts customer service calls for a major credit card company. 
There are three skills set up, one each for Platinum cards, Gold cards, and 
Regular cards. Although more calls are received throughout the business 
day on Regular and Gold cards, the call center wants to guarantee a level of 
service to the Platinum card skill by moving agents from the skills assigned to 
Gold and Regular cards during times of peak activity for the Platinum skill. 
The target time for moving agents to the Platinum skill is 20 seconds, and the 
maximum oldest call waiting time is 40 seconds.
These thresholds are used to determine when extra agents are needed for a 
skill in order to provide better service. Also, Platinum card holders are given 
a special “800” number to be used specifically for customer service inquiries 
on their cards. Using the call center solution in this chapter, reserve agents 
are automatically activated for the Platinum skill only when needed. 
						

							  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 Selection6Agents are assigned any call handling preference (depending on call 
center preference) with Service Level Supervisor. Using Service Level 
Supervisor, thresholds for the Platinum skill are set as follows:
lLevel 1 Threshold: 20 seconds
lLevel 2 Threshold: 35 seconds.
These thresholds are used by Service Level Supervisor to determine 
when to bring in reserve agents for a skill. As the Level 1 threshold is 
reached, agents with a skill level of reserve1 for that skill start receiving 
calls. As the Platinum skill reaches its level 2 threshold, agents with a skill 
level of reserve2 for that skill also start receiving calls. No thresholds are 
set for the Gold and Regular skills, because they generate less revenue. 
See Chapter 2, “Custom 
CentreVu® Advocate Solutions” in this 
document for more information on setting thresholds using Service Level 
Supervisor.
Agent Priorities6When a skill goes over threshold and you want agents to give that skill 
the same attention, and all reserve agents to give that skill low attention, 
set Call Selection Override to “N” on the System Parameters Features 
form. If you want all agents assigned to a skill to give it immediate 
attention, and all reserve agents assigned to that skill to give it immediate 
attention when the skill goes over thresholds, set Call Selection Override 
to “Y.”