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 for the Exclusive and Top Ten 
skills, unless these callers have a much lower tolerance for waiting in 
queue. The percent in service level should be similar for all skills.
Reports8The results of implementing this solution can be seen in any of the Real-
Time Split/Skill reports or the Historical Split/Skill Reports. The most 
relevant reports to this solution are listed here:
lReal-Time Split/Skill Graphical Call Profile Report
lHistorical Split/Skill Call Profile Report
lHistorical Split/Skill Graphical Multi-ACD Service Level Daily Report
(new with Release 8 
CentreVu Supervisor)
Additional Reports8The following reports have been modified to work with CentreVu 
Advocate, and are meaningful for this call center solution:
lReal-Time Queue/Top Agent Status Report
lReal-Time Queue/Agent Status Report
lReal-Time Skill/Top Agent Report
lIntegrated Graphical Split/Skill View Report
lAny report using ASA or Skill State as report field.
Additional 
Information
8
These reports are fully documented in the CentreVu® Supervisor Version 
8 Reports
 document (585-210-929). They are summarized as they relate 
to 
CentreVu Advocate in this chapter. See the Reports document for 
more information on Real-Time and Historical reports.
Database Items and 
Calculations
8
New database items and calculations for CentreVu Advocate, along with 
modified, existing database items, are described in Chapter 13, 
“
CentreVu® Advocate Database Items and Calculations.” Existing 
database items and calculations are described in the 
CentreVu CMS 
R3V8 Database Items and Calculations 
(585-210-939) document. 
						

							  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 for this report to be meaningful. 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. 
Things to Know for 
CentreVu Advocate8
For CentreVu Advocate, enter the Split/Skill input field with a name or 
number for which you want to run the report. You can enter a split/skill 
name only if the name has been defined in the Dictionary subsystem. 
Based on the call center example in this chapter, you can run the report 
for the Exclusive, Top Ten, or Orders skills.
Report Example8The following report is an example of a Split/Skill Graphical Call Profile 
report. The fields that are the most meaningful for 
CentreVu Advocate 
are shown in boxes. 
						

							  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 Heading DescriptionDatabase Item, Calculation or 

% Within 
Service LevelThe percentage of split/skill ACD calls that were 
answered by an agent within the predefined 
time. Calls offered to the split/skill include calls 
that were abandoned and calls that were not 
answered, but do not include direct agent calls. 
Calls that were 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. This field should 
display similar values for all skills.100*(ACCEPTABLE/ 
CALLSOFFERED)

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 calls.ACDCALLS1-10
Aban CallsThe number of calls to the split/skill that were 
abandoned within each increment. If calls are 
queued to multiple splits/skills, only the first 
split/skill queued to records an abandon. 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. It does not 
include direct agent calls.ABNCALLS 
						

							  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 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 
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.
Things to Know for 
CentreVu Advocate8
For CentreVu Advocate, enter the appropriate split/skill name or number 
that you want to view in this report. 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 Exclusive, Top Ten, or Orders skill.
Report Example8The following report is an example of a Split/Skill Call Profile report with 
the fields that are most meaningful for 
CentreVu Advocate in boxes. 
						

							  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 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 Calls (Total)The 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
 
						

							  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 Service Level for each ACD
lEvaluate call handling performance
lReassign agents as needed
lPerform other ACD configuration alternatives for balancing 
workloads and/or reducing abandoned calls.
See the 
CentreVu® Supervisor R8 Reports (585-210-929) document for 
complete descriptions of all input fields and report fields. 
Things to Know for 
CentreVu Advocate8
For CentreVu Advocate, enter the appropriate split/skill name or number 
that you want to view in this report. Any name 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 Exclusive, Top Ten, or Orders skill.
Report Example8The following report is an example of a Split/Skill Graphical Multi-ACD 
Service Level report. 
						

							  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 description includes those 
fields that have changed to be meaningful for 
CentreVu Advocate.
Real-Time 
Queue/Top Agent 
Status Report 
8
The following table describes the modified report fields: Report Heading DescriptionDatabase Item, Calculation, or 

ACDThe ACD(s) selected for the report. ACD
Split/SkillThe skill selected for the report. syn(SPLIT)
DateThe date for which the report was run. ROW_DATE
PercentageThe percent of calls to the split/skill that were 
within the defined service level for the skill.100 * (ACCEPTABLE/
CALLSOFFERED)
Report 
HeadingDescriptionDatabase Item, Calculation, or 

Skill StateCurrent state of this skill, compared to the 
administered thresholds.
Requires ECS R6 or later with 
CentreVu 
Advocate.syn(SKSTATE)
Flex Agents 
StaffedNumber of agents who are staffing this skill, 
but are neither top or reserve agents.
Requires ECS R6 or later with 
CentreVu 
Advocate.FSTAFFED
Reserve1 
Agents 
StaffedNumber of agents staffing this skill as 
reserve1.
Requires ECS R6 or later with 
CentreVu 
Advocate.R1STAFFED
Reserve2 
Agents 
StaffedNumber of agents staffing this skill as 
reserve2.
Requires ECS R6 or later with 
CentreVu 
Advocate.R2STAFFED 
						

							  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 
agent work state fields and Agents Staffed.
 
Report Heading DescriptionDatabase Item, Calculation, 
or 
Skill StateCurrent state of this skill, compared to the 
administered thresholds.
Requires ECS R6 or later with 
CentreVu 
Advocate.syn(SKSTATE)
RoleThe Agent’s service role for this SPLIT, as 
defined in the Dictionary.
Requires DEFINTIY ECS R6 or later with 
CentreVu Advocate.syn(ROLE)
PercentThe Agent’s percent allocation for this SPLIT.
Requires 
DEFINITY ECS R6 or later with 
CentreVu Advocate.PERCENT
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 
Skill State:The current State of the skill compared to the 
administered thresholds.syn(SKSTATE) 
						

							  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 potential, 
which could lead to agent burnout. To avoid this, consider giving 
more breaks to these agents.
lBy implementing Predicted Wait Time, callers in the larger Orders 
skill may experience longer wait times than callers in the smaller, 
more important Exclusive and Top Ten skills. The benefits of giving 
better service to smaller, higher-revenue callers must be weighed 
against making other callers wait longer in queue. One particular 
point to determine is the waiting tolerance of customers for the 
Orders skill.
lIf the number of agents in a skill is small, a large number of skill 
levels will tend to emulate hot-seat distribution. For example, if one 
agent is assigned to each skill level, the call distribution will be “hot-
seat” (always looks first to the level 1 agent, then the level 2 agent, 
and so on). To avoid hot-seat call distribution, define fewer levels of 
expertise (perhaps three levels).
lAcceptable Service Level should be the same value as is 
administered in CMS and on the switch. 
						

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