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 Queries4-29
lIn Queue Wait Time—The time the caller waited in queue prior to the call being 
answered or the caller abandoned from queue.
lCalling Party—The originating number of the calling party. This number can be 
the 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 Queries4-30
Malicious Call4
The Malicious Call report identifies all calls for which the particular agent activated 
a malicious call trace through the agent terminal. Click on Find Results to display 
results.
The following items are included in the Malicious 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.
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 Queries4-31
lMalicious—Indicates if the agent initiated a malicious call trace from the 
agent’s terminal.
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 Queries4-32
Audio Problems4
The Audio Problems report identifies all calls for which the particular agent 
identified as having an audio problem through the agent terminal. Click on Find 
Results to display results.
The following items are included in the Audio Problems 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 Queries4-33
lAudio Problem—Indicates if the agent indicated an audio problem for the call.
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 Queries4-34 
						

							   CentreVu Explorer II Version 1.0 User Guide
Custom Query Builder
Overview5-1
5CentreVu
ExplorerCentreVu
Explorer
Custom Query 
Builder
5
Overview5
This chapter describes how call center managers can use Custom Query Builder as a 
tool to build queries to solve problems that can be re-used and modified for Agent-
in-Focus Queries or for other existing queries. Query Builder provides the user with 
the ability to create and save queries for future use. Query Builder includes a full 
range of comparison operators, “and” grouping, plus “and/or” type conditions.
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 Query Builder 
tool, virtually any conditional query imaginable by a call center manager can now be 
created and saved for future use. In previous versions of CentreVu Explorer, such 
customization could only be achieved through costly designed software solutions. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Custom Query Builder
Custom Query Builder Overview5-2
Custom Query Builder Overview5
The process for using Custom Query Builder is:
1. Loading Java™ Plug-in, if needed
2. Accessing Custom Query Builder
3. Setting up User-Defined queries
4. Building queries
5. Saving queries
6. Running the query. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Custom Query Builder
Using Custom Query Builder5-3
Using Custom Query Builder5
Wi th CentreVu Explorer II’s Custom Query Builder, call center managers can create 
new types of queries with a wide variety of conditions and then save these queries 
(for example, comparison operators, and groupings, and the and/or type conditions).
Under the User-Defined Queries option in the Navigation frame is a list of the user’s 
custom queries. Any time a custom query is created and saved, it appears in this list 
for future use. Because the Navigation frame is always available on the User-
Defined screen, users can access these custom reports immediately, no matter where 
they are in the CentreVu Explorer II application.
Determining the Need for Java Plug-in5
First determine if you need the Java Plug-in before you load it. The Query Builder 
applet can be run either with or without the Java Plug-In. 
The Java Plug-In is a downloaded “helper” that allows Java Applets to be run in a 
non-conforming browser environment. You would want to select the Use Java 
Plug-in box on the main CentreVu Explorer II splash screen when you have a 
non-conforming browser. 
Checking for a Non-Conforming Browser5
To check if your browser is non-conforming, look at the icon next to Custom Query 
Builder in the Navigation frame. If the icon has a red “X”, then the browser in non-
conforming. If you have a non-conforming browser, you must use the Java plug-in 
to: 
lTake full advantage of JDK 1.1 functionality (such as, JavaBeans™, Jini™, 
and Remote Method Invocation [RMI] today). 
lDevelop and deploy 100% Pure JavaSM applets on Internet Explorer and 
Netscape Navigator browsers for reliability and consistently. 
lReceive support for the latest releases of Sun Microsystems Java Developer Kit 
(JDK) in Internet Explorer and Navigator (for example, JDK 1.2 and the high-
performance Java™ HotSpot virtual machine). This functionality is not 
available until Sun Microsystems releases them. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Custom Query Builder
Using Custom Query Builder5-4
The following is an example of a non-conforming browser:
If your browser is non-conforming, see the next section “Loading Java Plug-in 
(Optional).” 
Loading Java Plug-in (Optional)5
If you have a non-conforming browser, it is necessary to load and start running the 
Java plug-in prior to using Custom Query Builder. 
To  l o a d  t h e  Java plug-in, do the following: 
1. From the Navigation frame, select Help. (See the “Help Topics” section in 
Chapter 1, “Introduction” for details.)
2. From the Help submenu, select About. (See the “Help Topics” section in 
Chapter 1, “Introduction” for details.)
The red “X” indicates the browser is non-conforming.