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 Queries4-9
lTransferred—Indicates if the call was transferred by the answering agent to 
another measured or unmeasured location.
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 vector directory number (VDN) and/or dialed number 
identification service (DNIS) for the call. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Agent in Focus Queries
Agent in Focus Queries4-10
After Call Work Report4
The After Call Work report provides details on after call work activities for an agent. 
For the After Call Work report, select an agent and after call work time. After call 
work is specified in seconds. Click on Find Results to display results.
The following items are included in the After Call Work 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.
lAgent Talk Time—The talk time for the agent during the call.
lCall Work Code—The After Call Work Code as entered by the agent upon 
placing the agent’s terminal into the After Call Work state. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Agent in Focus Queries
Agent in Focus Queries4-11
lAfter Call Work—The time the agent is in the After Call Work state for the call.
lSegment Number—Identifies which part of the call the data describes.
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 Queries4-12
Conferenced Calls Report4
The Conference Call report provides details on calls which an agent conferenced to 
either a measured or unmeasured location. Click on Find Results to display results.
The following items are included in the Conferenced 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 this call segment.
lDuration—The length of the call.
lAgent Talk Time—The talk time for the agent during this call.
lConference—Indicates if this call was conferenced by the answering agent to 
another measured or unmeasured location. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Agent in Focus Queries
Agent in Focus Queries4-13
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 Queries4-14
Customer/Calling Party Report4
The Customer/Calling Party report allows you to query on specific answering agent 
calls from a unique “calling” party number. The calling party number may be an 
ANI for external calls or an extension for internal calls. Additionally, wild card 
matching is available to enter partial digit strings for the number to search. For 
instance, all calls from area code (212) may be searched by entering 212% in the 
respective field. Click on Find Results to display results.
Note: A wild card is a special character used to broaden or narrow a search.Use 
the percent sign (%) for multiple character wildcard searches and the 
underscore mark (_) for single character wildcard searches.  
						

							   CentreVu Explorer II Version 1.0 User Guide
Agent in Focus Queries
Agent in Focus Queries4-15
The following items are included in the Customer/Calling 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.
lAgent Talk Time—The total talk time for the agent during the call.
lAfter Call Work—The time the agent is in the After Call Work state for the call.
lAbandoned From Hold—Yes/No value indicating if the caller abandoned from 
hold.
lTransferred—Indicates if the call was transferred by the answering agent to 
another measured or unmeasured location.
lConference—Indicates if the call was conferenced by the answering agent to 
another measured or unmeasured location.
lAgent Released—Indicates whether the agent released the call from the agent’s 
terminal prior to call termination. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Agent in Focus Queries
Agent in Focus Queries4-16
Application/VDN Report4
The Application/VDN report identifies agent calling behavior to specific internal 
applications. These applications are identified by the internal VDN assigned to the 
dialed digits of the call. Click on Find Results to display results.
The following items are included in the Application/VDN 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—Actual start time for the call segment.
lDuration—The length of the call.
lAgent Talk Time—The talk time for the agent during the call.
lCall Work Code—The After Call Work Code as entered by the agent upon 
placing the agent’s terminal into an After Call Work state.
lAfter Call Work—The time the agent is in the After Call Work state for the call. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Agent in Focus Queries
Agent in Focus Queries4-17
lDialed Number—The dialed digits received from the network or ECS/switch. 
These digits are often the VDN and/or DNIS for the call.
lAgent Released—Indicates whether the agent released this call from the agent’s 
terminal prior to call termination. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Agent in Focus Queries
Agent in Focus Queries4-18
Information Indicator Report4
The Information Indicator report lets you query on specific calling party ii digits. 
Click on Find Results to display results.
The following items are included in the Information Indicator 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.
lAgent Talk Time—The talk time for the agent during the call.
lii Digits—This field presents the digits collected and passed in the Customer 
Information (CINFO) field of the Integrated Services Digital network (ISDN) 
Primary Routing Interface (PRI) record.