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Lucent Technologies Centrevu Cms Administration Guide
Lucent Technologies Centrevu Cms Administration Guide
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, adding, or changing logout reason code names3-45 Reference Logout reason code names display in the agent login/logout and agent trace historical reports. If you make changes to logout reason code names, you must exit the report and rerun it to see the new name. See “Task: running, printing, exiting, and restarting a report” for more information You can script the Logout Reason Codes window and schedule the script. See “Task : automating your activities with scripting” for more information.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing or changing split/skill string values3-46 ............................................................................................................................................................................................................................................................Viewing or changing split/skill string values OverviewSplit/skill string values are the descriptive words in the split/skill call profile reports. The words are used to describe the value of the data. You can change the default string values and view or change split or skill names and skill state names to meet the needs of your call center. Prerequisites • If you assign values that are longer than the field lengths allowed on standard reports, the values are truncated to fit on those reports. But you can create a similar custom report that accommodates the longer string values. • If you do not assign different values to the split/skill string values, the default values are used. Steps........................................................................................................................................................................... 1From the controller window, select Commands | Dictionary or select Dictionary on the toolbar. The Dictionary selector window opens. ........................................................................................................................................................................... 2Select Operations | Split/Skill String Values.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing or changing split/skill string values3-47 The Split/Skill String Values input window opens. ........................................................................................................................................................................... 3To change the default values in the Service Level Changed fields at any time, type YES if you changed the service level in the split/skill call profile or NO if you did not change the service level in the split/skill call profile. The new value will display in the split/skill call profile report. ........................................................................................................................................................................... 4Ten time increments of administrable length display in the split/skill call profile report (both real-time and historical). To change the default values, type YES in the Period Changed field if you changed the time periods or NO if you did not change the time periods. To change YES or NO, type your descriptive word in the appropriate field. ........................................................................................................................................................................... 5Choose one of the following skill states for the Skill State field: UNKNOWN — leave the default value. NORMAL — type the descriptive word for the state of a skill using the Service Level Supervisor feature when it is below all overload thresholds. The default value is NORMAL. OVERLOAD1 — type the descriptive word for the state of a skill using the Service Level Supervisor feature when it exceeds the first overload threshold. The default value is OVRLD1.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing or changing split/skill string values3-48 OVERLOAD2 — type the descriptive word for the state of a skill using the Service Level Supervisor feature when it exceeds both the first and second thresholds. The default value is OVRLD2. END OF STEPS........................................................................................................................................................................... Reference Any change you make here affects what you see in the corresponding fields in the split/skill call profile report and in the split/skill string values screen. Generally, the defaults on the screen are the field names chosen for the split/skill string values screen. You can script the Splits/Skill String Values window and schedule the script. See “Task: automating your activities with scripting” for more information.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, adding, deleting, or changing split/skill names3-49 ............................................................................................................................................................................................................................................................Viewing, adding, deleting, or changing split/skill names OverviewYou can assign names to your ACD splits or skills. These split or skill names appear on the split or skill reports, making your reports easier to identify and read. Split or skill names should reflect the configuration of your splits or skills and ACDs. For example, if you want splits in your system to be divided according to Sales, Customer Service, and Wholesale, assign those names to the splits that handle those areas of the business. Or if you want skills in your system to be divided by language such as French, Spanish, and German, assign those names to the skills that handle calls in those languages. PrerequisitesNote that: • When naming splits or skills, you may want to be consistent with the names given by your switch administrator. • If you assign a name to a split or a skill, the split or skill number no longer appears on split or skill reports or windows. The split or skill name appears instead. Steps........................................................................................................................................................................... 1From the controller window, select Commands | Dictionary or select Dictionary on the toolbar. The Dictionary selector window opens. ........................................................................................................................................................................... 2Select Operations | Splits/Skills.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, adding, deleting, or changing split/skill names3-50 The Splits/Skills input window opens. ........................................................................................................................................................................... 3In the Split/Skill name field, type the name that you want to add, delete, change, or view for this split or skill. ........................................................................................................................................................................... 4In the Split/Skill number field, type the split or skill number that corresponds to the name you typed in the Split/Skill name field. ........................................................................................................................................................................... 5In the Description field, type descriptive information for this split or skill. ........................................................................................................................................................................... 6On the Actions menu, select Add to add your changes to the Dictionary. END OF STEPS........................................................................................................................................................................... Reference When you assign a split or skill name, that name displays on all splits/ skills windows and splits/skills reports (real-time and historical). If you make additions or changes to split or skill names, you must exit the report and rerun it to see the new split or skill name.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, adding, deleting, or changing split/skill names3-51 If you assign exceptions to splits or skills, the split or skill names you assign display in the exceptions text. If you change a split or skill name, the new name displays in the exception text for all exceptions logged after the change. See “Task: administering exceptions” for more information. Split or skill names display on Forecast reports. You can script the Splits/Skills window and schedule the script. See “Task: automating your activities with scripting” for more information.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing CentreVu CMS database items3-52 ............................................................................................................................................................................................................................................................Viewing CentreVu CMS database items OverviewStandard CentreVu CMS items are names of items in CentreVu CMS database tables. CentreVu CMS uses these tables to collect, store, and retrieve ACD data. Each column in a table represents a specific type of ACD data, such as the number of ACD calls, the number of abandons, or the length of time on ACD calls. You cannot change or delete standard database items. This is a read-only section of the Dictionary, but you can view the standard information about each database item, the description for that item, and the tables in which the item appears. You can use pattern searching in any field in the window. Here is an example of a current real-time agent table with standard CentreVu CMS database item column headings. Note: > * indicates that more database item column headings follow. A dot (.) indicates that more data follows down the table. Steps........................................................................................................................................................................... 1From the controller window, select Commands | Dictionary or select Dictionary on the toolbar. The Dictionary selector window opens. ........................................................................................................................................................................... 2Select Operations | Standard CMS Items. Exten- Split Logid Logon- Work- Started Direc- Changed >* sion start mode tion >* 1000 1 4000 8:00 AVAI L8:00 NULL 8:0 > 1001 1 5966 7:58 ACD 8:04 IN 8:04 > 1002 1 2200 7:59 ACD 8:03 IN 8:03 > . . . . . . . . . . . . . . . . >
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing CentreVu CMS database items3-53 The Standard CMS Items input window opens. ........................................................................................................................................................................... 3In the Database item field, type the name of the database that you want to look up. ........................................................................................................................................................................... 4In the Description field, type a description of the item. ........................................................................................................................................................................... 5In the Table field, limit the search for a database item to a single table. If you leave this field blank, all database items are searched. ........................................................................................................................................................................... 6On the Actions menu, select Add to add your changes to the Dictionary. ........................................................................................................................................................................... 7When you are done viewing the database items, close the window. END OF STEPS........................................................................................................................................................................... Reference You use these database items when creating designer or custom reports. See CentreVu Report Designer 585-215-859 and CentreVu CMS R3V5 Custom Reports 585-215-822 for more information.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, adding, deleting, or changing trunk group names3-54 ............................................................................................................................................................................................................................................................ Viewing, adding, deleting, or changing trunk group names OverviewNames you assign to your ACD trunk groups display on reports, making your reports easier to identify and read. PrerequisitesNote that: • A trunk group name can be a published phone number (prepended with an alphabetic character), a variation of an associated split or skill name, or any other name that reflects the configuration of your trunk groups, splits or skills, and ACDs. • When naming trunk groups, you may want to be consistent with the names given trunk groups and splits or skills by your switch administrator. • If you assign a trunk group name, the name displays on trunk group reports or windows instead of the trunk group number. Steps........................................................................................................................................................................... 1From the controller window, select Commands | Dictionary or select Dictionary on the toolbar. The Dictionary selector window opens. ........................................................................................................................................................................... 2Select Operations | Trunk Groups. The Trunk Groups input window opens.