Lucent Technologies Centrevu Explorer Ii Version 1.0 User Guide

							   CentreVu Explorer II Version 1.0 User Guide
Standard and User-Defined Queries
Overview6-1
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Overview6
This chapter describes how to create and use Standard and User-Defined queries. 
Standard Queries work similarly to User-Defined Queries. User-Defined queries are 
those queries that each user creates for their own use through Custom Query 
Builder. Standard queries are the queries that an administrator promotes from the 
User-Defined queries. These promoted (or Standard) queries are shared by all of the 
users. In other words, it is available to all users.
This chapter describes how to use standard and user-defined queries. This chapter 
also describes features that may be administered in CentreVu
®  Explorer II. 
Examples are provided for each administrable feature.  
						

							   CentreVu Explorer II Version 1.0 User Guide
Standard and User-Defined Queries
Accessing Standard or User-Defined Queries6-2
Accessing Standard or User-Defined Queries6
The first time you access Standard or User-Defined Queries, no queries are available 
to view. After you build queries in Custom Query Builder you can view the queries 
in User-Defined queries. When User-Defined queries are promoted by an 
administrator to share with other users of CentreVu Explorer II, then you can view 
the queries in the Standard queries.
To access User-Defined Queries, click on the User-Defined Queries from the 
navigation frame:
Select User Defined Queries 
						

							   CentreVu Explorer II Version 1.0 User Guide
Standard and User-Defined Queries
Accessing Standard or User-Defined Queries6-3
To access Standard Queries, click on the Standard Queries from the navigation 
frame:
Select Standard Queries 
						

							   CentreVu Explorer II Version 1.0 User Guide
Standard and User-Defined Queries
Using Standard or User-Defined Queries6-4
Using Standard or User-Defined Queries6
All queries built in Custom Query Builder are displayed in the User-Defined main 
window. 
Selecting a User-Defined Query displays the Query Criteria frame using the 
elements that were previously specified in Query Builder. In summary, you are 
running a previously defined query. 
For more general information, see:
lChapter 1, “Introduction”—for details about how to use and view queries. For 
example, selecting the type of query to use, and caller and agent information.
lChapter 3, “Explorer Classic”—for details about displaying options, finding 
results, and modifying results.
lChapter 5, “Custom Query Builder”—for details about how to build queries. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Standard and User-Defined Queries
Using Standard or User-Defined Queries6-5
Setting a User-Defined Query as a Standard Query6
Standard Queries are available to all users. A user can select any query in the 
Standard Query main window. All pre-populated data appears in the search criteria 
frame. A user with administration rights may add or delete queries to the Standard 
Query window. The queries that are promoted to be made “Standard” by an 
administrator are available for all users. 
For procedures on how to promote queries, see “Promoting Queries” section in 
Chapter 2, “Administration.” 
						

							   CentreVu Explorer II Version 1.0 User Guide
Standard and User-Defined Queries
Providing Search Criteria6-6
Providing Search Criteria6
See Chapter 1, “Introduction,” and Chapter 3, “Explorer Classic,” for examples of:
lDisplaying Options
lFinding Results
lModifying Results. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Sample Queries
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This chapter provides you with some sample business-case scenarios for using 
CentreVu Explorer II. This chapter expands on the reasons mentioned in Chapter 1, 
“Introduction,” to provide you with ideas and working sample queries for your call 
center business.
The sample queries included in this chapter incorporate the following skills:
lSelecting External Call History Interface (ECHI) elements to query on
lProviding search criteria—See Chapter 3, “Explorer Classic,” for details about 
providing Search Criteria information.
lControlling the results of the query—See Chapter 9, “Query Results,” for 
details about displaying the results of the query.
lChoosing different views of the query results—See Chapter 9, “Query Results,” 
for details about choosing different views of the query results.
lViewing and understanding the cradle-to-grave view of a call. See Chapter 9, 
“Query Results,” for details. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Sample Queries
Sample Queries7-2
Sample Queries7
The following examples shows the results of a query built using CentreVu 
Explorer II. 
lAbandon Call Analysis Sample Query
lEfficient Automatic Number Identification (ANI) Analysis Query
lSpecial Call Treatment Query
lCell Phone Analysis Query
lCradle-to-Grave Reporting Query. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Sample Queries
Sample Queries7-3
Abandon Call Analysis Sample Query7
One of the worst things that can happen to a call center, is to have a caller abandon 
from hold. They have already waited through the queue, talked to an agent, and then 
hang-up. The reasons for the abandon are varied, perhaps the agent put them on hold 
right away or perhaps they got tired of waiting; in any instance, the caller hung up 
and the call was abandoned. The reasons that the agent put them on hold are varied 
also. Perhaps the call should not have gone to this agent, and they put the caller on 
hold to decide an answer to a question (maybe the vector is wrong) or perhaps the 
agent is trying to get their metrics up, and is answering calls and placing the caller 
on hold to get them out of the queue.
To start with this sample, we will select the fields abandoned from hold, and caller 
on hold time, in the Element Selection frame. Then in the criteria frame, select the 
date range we are interested in, select Yes for Abandoned, and place a > 30 seconds 
for caller on hold time. This will give a list of the callers that abandoned the call. 
You could export this list to a spreadsheet and use it to call back the customers that 
abandoned (using the calling party field, if you have ANI).
Look through the list to see if there is a common theme, perhaps it is one agent, or 
one split, or one VDN that has the majority of the abandoned calls. If so, go back to 
the query selection frame, and check the answering agent/split/vdn. Run another 
query for that criteria. If the list is too big, change caller on hold time to 60 seconds, 
or even 120 seconds. You might begin to see a pattern with this.
Next try adding the field talk time. Set talk time to less than 10 seconds. This will be 
a query looking for agents that are answering the call, placing the caller on hold, and 
leaving them on hold without servicing the call. Again, look for a common 
agent/split/vdn.
In order to further narrow down the results, you can use time of day. Run a query for 
your busiest hour. You can see when things get busier and if performance gets 
affected. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Sample Queries
Sample Queries7-4
Efficient Automatic Number Identification (ANI) 
Analysis Query
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CentreVu Explorer II uses wild cards to help you with your query. The use of wild 
cards can be made with calling party (ANI), to help you determine where your calls 
are coming from. For instance, you have run a promotion in Denver and wish to 
compare call volumes both before and after the promotion.
Set up a query in Custom Query Builder with (calling party = 303% or calling party 
= 719%). This will return all the callers from the Denver area. Run the query with 
the date range before the promotion, and after the promotion to determine the affect 
on the call volume. You can combine the Calling Party query with other query 
elements (for instance, ii digits = cell phone), to further refine your query. If desired, 
you can check the Help topics to see a list of ii Digits (for example, 61 null [Type 1 
Cellular] and 20 null [AIOD-Listed DN of PBX set]).