Lucent Technologies Centrevu Explorer Ii Version 1.0 User Guide

   CentreVu Explorer II Version 1.0 User Guide
Introduction
Overview of New Features1-11
In CentreVu Explorer Version 1.0 - 1.2, you can query only on a segment level. 
CentreVu Explorer II allows you to query based on the total customer 
experience (queries on the segment level and call data). For example, queries 
work on the call data and the data that is “rolled up” in the grid: 
Time of Day and Day of Week Queries1
Time of Day and Day of Week Queries are available for all queries. CentreVu 
Explorer...

   CentreVu Explorer II Version 1.0 User Guide
Introduction
Overview of New Features1-12
Some elements (such as, Agents and Splits) have more than one possible “role.” 
That is, an agent can be an “Answering Agent,” an “Originating Agent,” or the 
“Last Observer.” A Split can be: (1) Primary, (2) Secondary, or (3) Tertiary. For 
example, you can ask CentreVu Explorer II to: 
l“Return all records that Agent--Mark Grace touched this week” 
l“Show me all traffic to Split 10 for Wednesday, May 3, 1999, where...

   CentreVu Explorer II Version 1.0 User Guide
Introduction
Overview of New Features1-13
Query Types1
Explorer Classic Queries1
The original Explorer Classic is accessible from the CentreVu Explorer II 
Navigation menu. It is there for CentreVu Explorer II users who are familiar 
with CentreVu Explorer Version 1, or for those who simply prefer the “old” 
CentreVu Explorer look and feel.
Explorer Classic presents the familiar CentreVu Explorer desktop, but with new 
query capabilities (such as,...

   CentreVu Explorer II Version 1.0 User Guide
Introduction
Overview of New Features1-14
Custom Query Builder Queries1
Custom Query Builder provides you with the ability to create and save queries 
for future use. Custom Query Builder uses the full range of comparison 
operators, groupings, and the and/or type conditions.
Cradle-To-Grave Reporting Queries1
After records are returned from a query, you can access any Call ID to view the 
specific events for all segments of the call. The reports for...

   CentreVu Explorer II Version 1.0 User Guide
Introduction
Overview of Functionality1-15
Overview of Functionality1
Background Information1
When CentreVu Explorer was released in 1997, it quickly revolutionized the way 
call center managers thought about call center data. Call switch data—not 
previously considered “information” because it could not be easily accessed—could 
now be queried upon and used to more efficiently and cost-effectively run call 
centers. Customer feedback showed that customers...

   CentreVu Explorer II Version 1.0 User Guide
Introduction
How CentreVu Explorer II Works—The User Interface1-16
How CentreVu Explorer II Works—The User 
Interface
1
The user interface for CentreVu Explorer II includes:
lLogin screen
lMain screen
lScreen Elements (includes Netscape Navigator™)
lFrames and Browser Windows. 

   CentreVu Explorer II Version 1.0 User Guide
Introduction
How CentreVu Explorer II Works—The User Interface1-17
Login1
After you enter the URL of the server to access the CentreVu Explorer II application, 
you can access CentreVu Explorer II by logging into the system with an existing or 
new Account Name and Password.
To log in to the system with an established account, do the following:
1. Enter the URL. The CentreVu Explorer II splash screen displays: 

   CentreVu Explorer II Version 1.0 User Guide
Introduction
How CentreVu Explorer II Works—The User Interface1-18
The Login Dialog box appears at the bottom of the splash screen:
The agent’s Account Number for CentreVu Explorer II is provided by the call 
center’s supervisor or administrator.
The agent’s Password for CentreVu Explorer II is provided by the call center 
supervisor or administrator. 
2. Select the Submit button. 
Enter Login
Information
Submit 
Login 

   CentreVu Explorer II Version 1.0 User Guide
Introduction
How CentreVu Explorer II Works—The User Interface1-19
The Main screen displays:
3. See the next section for details. 

   CentreVu Explorer II Version 1.0 User Guide
Introduction
How CentreVu Explorer II Works—The User Interface1-20
Main Screen1
After you log on to the system, the CentreVu Explorer II main window 
automatically displays two frames: (1) the Navigator frame, and (2) the splash 
screen frame for CentreVu Explorer II. 
Navigation FrameSplash Screen Frame