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 service level, 
the number of calls that abandoned, and the average speed of answer for 
each skill. 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. 100*(ACCEPTABLE/ 
CALLSOFFERED)
 
						

							  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 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
(Total) ACD Calls The total number of ACD calls that were sent to 
the split/skill that were answered by an agent in 
the split/skill. 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.ACDCALLS
Avg Speed AnsThe average time calls waited in queue and 
ringing before an agent answered. This does not 
include direct agent calls, but it does include 
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.ANSTIME/ACDCALLS
 Report Heading DescriptionDatabase Item, Calculation or 
 
						

							  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 work. It also shows what each 
agent in the split/skill is currently doing. See the 
CentreVu® Version 8 
Reports
 document (585-210-929) for information on report input fields, 
report generation, and a full description of all report fields.  % 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)

(Total) Aban 
CallsThe total number of calls queued for each 
split/skill that abandoned before an agent 
answered. This includes calls that abandon from 
ringing at a voice terminal. Direct agent calls are 
not included. For Generic 2.2 switches with the 
ASAI Gateway, and for Generic 3 switches with 
ASAI, this includes outbound calls where the far 
end abandoned as well.ABNCALLS
Avg Aban TimeThe average time calls waited in split/skill before 
hanging up.ABNTIME/ABNCALLS

% Aban CallsThe percentage of queued calls to the split/skill 
that were abandoned before being answered by 
an agent. For the Generic 2.2 switch with ASAI 
Gateway Interface feature or Generic 3 switch 
with the ASAI feature only, calls to the split/skill 
include outbound ACD calls placed by an 
adjunct (outbound predictive dialing). For the 
Generic 3 switches, it does not include direct 
agent calls.100*(ABNCALLS/
CALLSOFFERED)
 Report Heading DescriptionDatabase Item, Calculation or 
 
						

							  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 Orders skill.
Report Example3The following report is an example of a Queue/Agent Status report, with 
the fields that are most meaningful for 
CentreVu Advocate shown in 
boxes.
Report Description3The following table describes the report fields that are most meaningful 
for the Maximizing Revenues implementation of 
CentreVu Advocate. For 
CentreVu Advocate, this report will show the current state of the skill in 
comparison to the administered thresholds, the number of calls waiting in 
queue, the number of abandoned calls, and the number of both agents 
staffed for the skill and agents available to take a call. The database 
items used for the Queue/Agent Status report are stored in csplit and 
cagent tables.
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) 
						

							  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 only. For the Generic 3 switches, 
it does not include direct agent calls.INQUEUE+INRING
Oldest Call 
WaitingThe length of time (in seconds) the oldest call 
has waited in queue or ringing (at an agent 
voice terminal for each split/skill in the report) 
before being answered. This does not 
include direct agent calls.OLDESTCALL
Direct Agent 
Calls WaitingThe current number of direct agent calls 
(Generic 3 switches only) that are waiting in 
this split’s/skill’s queue or ringing at agent 
positions.DA_INQUEUE+DA_INRING
% Within 
Service LevelThe percentage of split/skill ACD calls that 
were answered by an agent within the 
predetermined time.
With Service Objective, this result should be 
similar for all three skills in this solution.100*(ACCEPTABLE/
CALLSOFFERED)

ACD CallsThe number of calls that were queued to this 
split/skill and answered by an agent in this 
split/skill (includes O_ACDCALLS).ACDCALLS Report Heading DescriptionDatabase Item, Calculation, 
or  
						

							  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 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.AVA I L A B L E
RoleThe Agent’s service role for this SKILL, 
based on call handling preference and skill 
level.
Requires 
DEFINITY 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 Report Heading DescriptionDatabase Item, Calculation, 
or  
						

							  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 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® 
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 Advocate3
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 Exclusive, Top Ten, or Orders 
skill. 
						

							  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 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 
						

							  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 of all report fields.
The chart type can be changed. See Chapter 2, “Using Reports” in the 
CentreVu® Supervisor Version 8 Reports document (585-210-929) for 
more information.
Things to Know for 
CentreVu Advocate3
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. Using the call center example in this chapter, you may run 
this report for the Exclusive, Top Ten, or Orders skill.
Report Example3The following report is an example of a Split/Skill Graphical ASA report 
with the fields that are most meaningful for 
CentreVu Advocate shown in 
boxes. Avg Speed AnsThe average time the split/skill ACD calls were 
waiting in queue and ringing before being 
answered by an agent.ANSTIME/ACDCALLS

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

% Ans 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: 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 
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.
The relationship of the ASA to the acceptable 
service level should be similar for all skills (e.g., 
all slightly below). During busy intervals, ASA 
will increase for all skills relative to their 
acceptable service levels.