Lucent Technologies Centrevu Explorer Ii Version 1.0 User Guide

   CentreVu Explorer II Version 1.0 User Guide
Agent in Focus Queries
Agent in Focus Queries4-29
lIn Queue Wait Time—The time the caller waited in queue prior to the call being 
answered or the caller abandoned from queue.
lCalling Party—The originating number of the calling party. This number can be 
the ANI, the internal extension number, or the trunk equipment location. 

   CentreVu Explorer II Version 1.0 User Guide
Agent in Focus Queries
Agent in Focus Queries4-30
Malicious Call4
The Malicious Call report identifies all calls for which the particular agent activated 
a malicious call trace through the agent terminal. Click on Find Results to display 
results.
The following items are included in the Malicious Call report:
lCall ID—The identifier of the call record as generated by the ECS/switch.
lACD—The number of the ACD for the call.
lStart Time—The start time for the...

   CentreVu Explorer II Version 1.0 User Guide
Agent in Focus Queries
Agent in Focus Queries4-31
lMalicious—Indicates if the agent initiated a malicious call trace from the 
agent’s terminal.
lCalling Party—The originating number of the calling party. This number can be 
the ANI, the internal extension number, or the trunk equipment location.
lDialed Number—The dialed digits received from the network or ECS/switch. 
These digits are often the VDN and/or DNIS for the call. 

   CentreVu Explorer II Version 1.0 User Guide
Agent in Focus Queries
Agent in Focus Queries4-32
Audio Problems4
The Audio Problems report identifies all calls for which the particular agent 
identified as having an audio problem through the agent terminal. Click on Find 
Results to display results.
The following items are included in the Audio Problems report:
lCall ID—The identifier of the call record as generated by the ECS/switch.
lACD—The number of the ACD for the call.
lStart Time—The start time...

   CentreVu Explorer II Version 1.0 User Guide
Agent in Focus Queries
Agent in Focus Queries4-33
lAudio Problem—Indicates if the agent indicated an audio problem for the call.
lCalling Party—The originating number of the calling party. This number can be 
the ANI, the internal extension number, or the trunk equipment location.
lDialed Number—The dialed digits received from the network or ECS/switch. 
These digits are often the VDN and/or DNIS for the call. 

   CentreVu Explorer II Version 1.0 User Guide
Agent in Focus Queries
Agent in Focus Queries4-34 

   CentreVu Explorer II Version 1.0 User Guide
Custom Query Builder
Overview5-1
5CentreVu
ExplorerCentreVu
Explorer
Custom Query 
Builder
5
Overview5
This chapter describes how call center managers can use Custom Query Builder as a 
tool to build queries to solve problems that can be re-used and modified for Agent-
in-Focus Queries or for other existing queries. Query Builder provides the user with 
the ability to create and save queries for future use. Query Builder includes a full 
range of comparison...

   CentreVu Explorer II Version 1.0 User Guide
Custom Query Builder
Custom Query Builder Overview5-2
Custom Query Builder Overview5
The process for using Custom Query Builder is:
1. Loading Java™ Plug-in, if needed
2. Accessing Custom Query Builder
3. Setting up User-Defined queries
4. Building queries
5. Saving queries
6. Running the query. 

   CentreVu Explorer II Version 1.0 User Guide
Custom Query Builder
Using Custom Query Builder5-3
Using Custom Query Builder5
Wi th CentreVu Explorer II’s Custom Query Builder, call center managers can create 
new types of queries with a wide variety of conditions and then save these queries 
(for example, comparison operators, and groupings, and the and/or type conditions).
Under the User-Defined Queries option in the Navigation frame is a list of the user’s 
custom queries. Any time a custom query is...

   CentreVu Explorer II Version 1.0 User Guide
Custom Query Builder
Using Custom Query Builder5-4
The following is an example of a non-conforming browser:
If your browser is non-conforming, see the next section “Loading Java Plug-in 
(Optional).” 
Loading Java Plug-in (Optional)5
If you have a non-conforming browser, it is necessary to load and start running the 
Java plug-in prior to using Custom Query Builder. 
To  l o a d  t h e  Java plug-in, do the following: 
1. From the Navigation frame, select...