Lucent Technologies Centrevu Explorer Ii Version 1.0 User Guide

   CentreVu Explorer II Version 1.0 User Guide
Standard and User-Defined Queries
Overview6-1
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Standard and User-
Defined Queries
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Overview6
This chapter describes how to create and use Standard and User-Defined queries. 
Standard Queries work similarly to User-Defined Queries. User-Defined queries are 
those queries that each user creates for their own use through Custom Query 
Builder. Standard queries are the queries that an administrator promotes from the...

   CentreVu Explorer II Version 1.0 User Guide
Standard and User-Defined Queries
Accessing Standard or User-Defined Queries6-2
Accessing Standard or User-Defined Queries6
The first time you access Standard or User-Defined Queries, no queries are available 
to view. After you build queries in Custom Query Builder you can view the queries 
in User-Defined queries. When User-Defined queries are promoted by an 
administrator to share with other users of CentreVu Explorer II, then you can view 
the queries in...

   CentreVu Explorer II Version 1.0 User Guide
Standard and User-Defined Queries
Accessing Standard or User-Defined Queries6-3
To access Standard Queries, click on the Standard Queries from the navigation 
frame:
Select Standard Queries 

   CentreVu Explorer II Version 1.0 User Guide
Standard and User-Defined Queries
Using Standard or User-Defined Queries6-4
Using Standard or User-Defined Queries6
All queries built in Custom Query Builder are displayed in the User-Defined main 
window. 
Selecting a User-Defined Query displays the Query Criteria frame using the 
elements that were previously specified in Query Builder. In summary, you are 
running a previously defined query. 
For more general information, see:
lChapter 1,...

   CentreVu Explorer II Version 1.0 User Guide
Standard and User-Defined Queries
Using Standard or User-Defined Queries6-5
Setting a User-Defined Query as a Standard Query6
Standard Queries are available to all users. A user can select any query in the 
Standard Query main window. All pre-populated data appears in the search criteria 
frame. A user with administration rights may add or delete queries to the Standard 
Query window. The queries that are promoted to be made “Standard” by an 
administrator...

   CentreVu Explorer II Version 1.0 User Guide
Standard and User-Defined Queries
Providing Search Criteria6-6
Providing Search Criteria6
See Chapter 1, “Introduction,” and Chapter 3, “Explorer Classic,” for examples of:
lDisplaying Options
lFinding Results
lModifying Results. 

   CentreVu Explorer II Version 1.0 User Guide
Sample Queries
Overview7-1
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Overview7
This chapter provides you with some sample business-case scenarios for using 
CentreVu Explorer II. This chapter expands on the reasons mentioned in Chapter 1, 
“Introduction,” to provide you with ideas and working sample queries for your call 
center business.
The sample queries included in this chapter incorporate the following skills:
lSelecting External Call History...

   CentreVu Explorer II Version 1.0 User Guide
Sample Queries
Sample Queries7-2
Sample Queries7
The following examples shows the results of a query built using CentreVu 
Explorer II. 
lAbandon Call Analysis Sample Query
lEfficient Automatic Number Identification (ANI) Analysis Query
lSpecial Call Treatment Query
lCell Phone Analysis Query
lCradle-to-Grave Reporting Query. 

   CentreVu Explorer II Version 1.0 User Guide
Sample Queries
Sample Queries7-3
Abandon Call Analysis Sample Query7
One of the worst things that can happen to a call center, is to have a caller abandon 
from hold. They have already waited through the queue, talked to an agent, and then 
hang-up. The reasons for the abandon are varied, perhaps the agent put them on hold 
right away or perhaps they got tired of waiting; in any instance, the caller hung up 
and the call was abandoned. The reasons that the...

   CentreVu Explorer II Version 1.0 User Guide
Sample Queries
Sample Queries7-4
Efficient Automatic Number Identification (ANI) 
Analysis Query
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CentreVu Explorer II uses wild cards to help you with your query. The use of wild 
cards can be made with calling party (ANI), to help you determine where your calls 
are coming from. For instance, you have run a promotion in Denver and wish to 
compare call volumes both before and after the promotion.
Set up a query in Custom Query Builder with (calling party...