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 Queries4-19
lDialed Number—The dialed digits received from the network or ECS/switch. 
These digits are often the VDN and/or DNIS for the call.
lCalling Party—The originating number of the calling party. This number can be 
either the ANI, the internal extension number, or the trunk equipment location.
lCollected Digits—The information indicator (ii) digits received from the public 
network through ISDN communication.  
						

							   CentreVu Explorer II Version 1.0 User Guide
Agent in Focus Queries
Agent in Focus Queries4-20
Assistance Requested Report4
The Assistance Requested report shows all records in which the particular agent 
requested assistance from a supervisor. Click on Find Results to display results.
The following items are included in the Assistance Requested 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 this call.
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 Queries4-21
lCalling Party—The originating number of the calling party. This number can be 
the ANI, the internal extension number, or the trunk equipment location.
lii Digits—The information indicator (ii) digits received from the public 
network via ISDN communication. 
lAnswering Split/Skill—The split or skill of the answering agent. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Agent in Focus Queries
Agent in Focus Queries4-22
Service Observed Report4
The Service Observed report shows all instances when an agent was service 
observed. Click on Find Results to display results.
The following items are included in the Service Observed 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.
lMalicious—Indicates if the agent initiated a malicious call trace from the 
agent’s terminal. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Agent in Focus Queries
Agent in Focus Queries4-23
lCalling Party—The originating number of the calling party. This number can be 
the ANI, the internal extension number, or the trunk equipment location.
lii Digits—The information indicator (ii) digits received from the public 
network through ISDN communication. 
lCall Observed—Indicates if the call was observed by an authorized Service 
Observing station.
lLast Observer—Indicates the name or ID of the observing party for the call.
lAudio Problem—Indicates if the agent indicated an audio problem for the call.
lTrunk Group—The incoming trunk group of the call as administered in the 
ECS/switch. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Agent in Focus Queries
Agent in Focus Queries4-24
Originating Reason Report4
The Originating Reason report allows you to query events for a particular 
Originating Reason Code as entered by the agent. Click on Find Results to display 
results.
The following items are included in the Agent Reason Code 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. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Agent in Focus Queries
Agent in Focus Queries4-25
lOriginal Reason Code—The Reason Code entered by the agent as the 
Originating Reason Code for the call.
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 Queries4-26
Agent-to-Agent Report4
The Agent-to-Agent report provides details on calls placed from an originating 
agent to an answering agent. Click on Find Results to display results.
The following items are included in the Agent to Agent report:
lCall ID—The identifier of the call record as generated by the ECS/switch.
lUniversal Call ID—A unique number assigned to a call within the customer 
network. 
lSegment Number—Identifies which part of the call the data describes.
lACD—The number of the ACD for the call.
lSegment Start 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. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Agent in Focus Queries
Agent in Focus Queries4-27
lTransferred—Indicates if the call was transferred by the answering agent to 
another measured or unmeasured location.
lConferenced—Indicates if the 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 Queries4-28
Direct Agent Queued4
The Direct Agent Queued report shows all calls that were placed as direct agent 
queued calls. Click on Find Results to display results.
The following items are included in the Direct Agent Queued 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.
lAfter Call Work—The time the agent is in the After Call Work state for the call.