Lucent Technologies Centrevu Explorer Ii Version 1.0 User Guide

							   CentreVu Explorer II Version 1.0 User Guide
Explorer Classic
Using Explorer Classic3-9
Saving the Query3
After providing the Search Criteria information, you can save this query for future 
use by doing the following:
1. In the Query Criteria frame, press the Modify button. The Custom Query 
Builder frame displays:
lthe Display Fields that are automatically populated from the Session 
Display selections 
lthe Criteria Fields that are automatically populated from the query 
elements selected in the Element Selection frame.
lthe Format Criteria is automatically populated from the Search Criteria 
selections. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Explorer Classic
Using Explorer Classic3-10
2. From this window, select the Format Criteria tab and the following displays:
3. To save the query, click the OK button.
Note:If you choose to make any changes to the query, you can
rename and save it by clicking OK. The new name shows
up under your User Defined Queries in the Navigation fram
e 
						

							   CentreVu Explorer II Version 1.0 User Guide
Agent in Focus Queries
Overview4-1
4CentreVu
ExplorerCentreVu
Explorer
Agent in Focus 
Queries
4
Overview4
This section describes using predefined queries relating to a specific agent.
The Agent in Focus Queries section of CentreVu
®   Explorer II provides multiple 
reports about an agent’s activities. You can select from a list of pre-defined reports, 
each of which focuses on a different agent activity. Results are presented in a report 
format for each query and can be printed or exported.
The following section details the reports provided within the Agent in Focus 
Queries program of CentreVu Explorer II application. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Agent in Focus Queries
Agent in Focus Queries4-2
Agent in Focus Queries4
From the Agent in Focus Queries option in the Navigation frame, select the report 
you want to access from the Agent in Focus Queries submenu. For example:
 
Select Agent in Focus Queries 
						

							   CentreVu Explorer II Version 1.0 User Guide
Agent in Focus Queries
Agent in Focus Queries4-3
Using Agent in Focus Queries4
New queries can be built by the user and either saved as a user query or promoted to 
a standard query in CentreVu Explorer II. See Chapter 6, “Standard or User-Defined 
Queries,” for details.
See Chapter 3, “Explorer Classic,” for more search criteria details about:
lDisplaying Options
lFinding Results
lModifying Results.
See Chapter 8, “Query Results,” for details about exporting files, printing query 
results, and using Cradle-to-Grave reports. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Agent in Focus Queries
Agent in Focus Queries4-4
Accessing Agent in Focus Queries4
From the Navigation Frame of CentreVu Explorer II application, click on the Agent 
in Focus Queries option. The following submenu options display:
The following sections describe each of the submenu options available through 
Agent in Focus Queries.
Select Agent in 
Focus Queries
Submenus 
						

							   CentreVu Explorer II Version 1.0 User Guide
Agent in Focus Queries
Agent in Focus Queries4-5
Agent On-Hold Report4
The Agent On-Hold report provides details about the agent’s tendency to place 
callers on hold. As with all Agent in Focus Queries reports, selecting this report 
provides the appropriate Search Criteria elements to run the report.
1. For the Agent On-Hold report, select an agent from the drop-down list box.
2. Enter a number in the Times Held text box. The number entered then generates 
results that are greater than or equal to the number you entered. 
3. To view all calls put on hold, enter the value 1. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Agent in Focus Queries
Agent in Focus Queries4-6
4. After entering the Search Criteria elements for the agent and clicking on Find 
Results, the results window is displayed.
The following items are included in the Agent On-Hold report:
lCall ID—The identifier of the call record as generated by the ECS/switch.
lACD—The number of the automatic call distribution (ACD) for the call.
lStart Time—The start time for the call segment.
lDuration—The length of the call.
lAgent Talk Time—The talk time for the agent during the call.
lTimes Held—The number of times the caller was placed on hold during the 
call. 
lCaller On-Hold Time—The cumulative hold time for the caller during the call.
This is the Cradle-to-Grave icon.  
						

							   CentreVu Explorer II Version 1.0 User Guide
Agent in Focus Queries
Agent in Focus Queries4-7
lAbandoned From Hold—Yes/No value indicating if the caller abandoned from 
hold.
lii Digits—The information indicator (ii) digits received from the public 
network through an integrated services digital network (ISDN) communication. 
lCalling Party—The originating number of the calling party. This number can be 
the automatic number identification (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 Queries4-8
Transferred Call Report4
The Transferred Call report provides details on the answering agent’s transfer 
history. Listed are all call events when the agent transferred the call to a measured or 
unmeasured location. Click on Find Results to display results.
The following items are included in the Transferred 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 call segment.
lDuration—The length of the call.
lTalk Time—The talk time for the agent during the call.