Lucent Technologies Centrevu Explorer Ii Version 1.0 User Guide

   CentreVu Explorer II Version 1.0 User Guide
Introduction
Overview1-1
1CentreVu
ExplorerCentreVu
Explorer
Introduction1
Overview1
This guide, the CentreVu® Explorer II User Guide Version 1.0 (585-218-200), 
provides an overview of CentreVu Explorer II operations and features, prerequisites 
and the baseline configuration, details and procedures for agents using CentreVu 
Explorer II software, information specific to agent trainers and supervisors, and a 
glossary. 

   CentreVu Explorer II Version 1.0 User Guide
Introduction
Overview1-2
Audience1
This guide is intended for customers of the CentreVu Explorer II solution, 
including agents, supervisors, trainers and system administrators, NetCare® 
users (including Technical Service Centers and Professional Services), 
Maintenance and Provisioning Centers, Call Management Systems (CMS) 
Helplines, Sales Design Support Centers (SDSC), and anyone else who uses or 
supports a CentreVu Explorer II setup would find this...

   CentreVu Explorer II Version 1.0 User Guide
Introduction
What is CentreVu® Explorer II?1-3
What is CentreVu® Explorer II?1
CentreVu®   Explorer II provides management of call centers with a tool to manage 
call center data from the Call Management System (CMS). This information is 
vitally important to the management of call centers. CentreVu Explorer II transforms 
valuable DEFINITY
®  Enterprise Communications Server (ECS) call center 
information into powerful knowledge. This knowledge is crucial...

   CentreVu Explorer II Version 1.0 User Guide
Introduction
What is CentreVu® Explorer II?1-4
High-Level Description1
By applying information collected from the Lucent Technologies CentreVu Call 
Management System (CMS), CentreVu Explorer II provides a graphical user 
interface enabling desktop queries, reports, and Cradle-To-Grave analysis of a call 
center’s performance. CentreVu Explorer II is compatible with CentreVu CMS 
Release 3 Versions 4, 5, and 6. CentreVu Explorer II provides a powerful...

   CentreVu Explorer II Version 1.0 User Guide
Introduction
What is CentreVu® Explorer II?1-5
Benefits of CentreVu Explorer II1
CentreVu Explorer II delivers knowledge to the desktop (client) through powerful 
Microsoft* Windows NT† or Sun‡ Solaris** based internet server technologies. 
CentreVu Explorer II requires only a frame compliant web browser on the client. 
This architecture provides access to critical call center data from any desktop PC or 
workstation running a web-enabled operating system,...

   CentreVu Explorer II Version 1.0 User Guide
Introduction
Why Use CentreVu Explorer II?1-6
Why Use CentreVu Explorer II?1
Some of the reasons to use CentreVu Explorer II include:
lAbandon Call Analysis
You can use the Abandoned In Que or the Abandon on Hold fields to run 
queries with all of the available conditions of an abandoned call. The Cradle-
To-Grave reports display these detailed results. The results of the query include 
a list of customers that called back.
lEfficient Automatic Number...

   CentreVu Explorer II Version 1.0 User Guide
Introduction
Overview of New Features1-7
Overview of New Features1
CentreVu Explorer II retains all of the features in the previous versions of CentreVu 
Explorer (1.0, 1.1, and 1.2) which includes access to CentreVu Call Management 
System’s External Call History elements in a logical, easy-to-analyze format. The 
CentreVu Explorer II software is easy to install, maintain, and does not require any 
client software.
The CentreVu Explorer II new features...

   CentreVu Explorer II Version 1.0 User Guide
Introduction
Overview of New Features1-8
Query Capabilities1
This section describes the types of query capabilities available with CentreVu 
Explorer II.
Conditional Queries1
Conditional Queries (also known as Multiple Comparison Operators) provide 
you with the ability to use a wide range of variables to produce advanced 
querying capabilities. These query capabilities are also available with Explorer 
Classic, standard reports, and Custom Query Builder. A...

   CentreVu Explorer II Version 1.0 User Guide
Introduction
Overview of New Features1-9
Group by Parenthesis ( )—An Example1
The following mathematical example shows the grouping capability for a 
conditional query that is performed for all calls with the duration “greater than” 
10 seconds and “less than” 360 seconds. The “And/Or” can be used inside or 
outside of the parentheses (  ).  

   CentreVu Explorer II Version 1.0 User Guide
Introduction
Overview of New Features1-10
Custom Query Builder1
Custom Query Builder is a tool that allows the user to build and save complex 
queries with a high degree of customized work. You can define a unique set of 
display fields for each query and make a query available for use by other users. 
CentreVu Explorer II users are not limited by preconceived ideas about the type 
of analysis they may want to apply to their call data. 
Using the Custom...