Lucent Technologies Centrevu Explorer Ii Version 1.0 User Guide

							   CentreVu Explorer II Version 1.0 User Guide
Sample Queries
Sample Queries7-5
Special Call Treatment7
Many call centers have rules concerning agent call handling procedures. For 
instance, agents are not supposed to release or transfer a call and agents should 
conference calls. Agents are not supposed to let their After Call Work Time exceed 1 
minute. You can use the query capabilities of Explorer II to determine if the calls are 
being treated correctly.
For example run a query on Agent Released = Yes. You now have a list of all the 
calls where the agent released the call. Run a query where Transferred = Yes. Run a 
query where After Call Work Time > 60. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Sample Queries
Sample Queries7-6
Cell Phone Analysis 7
You can use Information Indicators (ii digits) to compare calls from a cell phone 
versus a non-cell phone. Perhaps you suspect that callers from a cell phone are 
abandoned at a higher rate. Set up a query (using abandoned from hold, or 
disposition = abandoned in queue). Pick a busy time. You will have a list of your 
abandoned calls for that time period. Now add the ii digits fields to your query. Run 
the same query with ii digits = cell phone, and another query with ii digits  cell 
phone. Compare the two lists. When doing ii Digits search criteria, use the numbers 
70 null (private Paystation) for the report. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Sample Queries
Sample Queries7-7
Cradle-To-Grave Reporting Query7
A typical call center manager’s job is to take calls from upset customers. Perhaps a 
call comes in, and the caller says something like, “I called your company yesterday, 
and got the rudest agent, the agent was rude, and put me on hold for a long time.” 
Using the query features of CentreVu Explorer II and Cradle-to-Grave, you can now 
“see” the customer’s experience. Ask the customer what number they dialed from. 
Run a query with calling party = to that number.
If ANI is turned on, you can immediately see how many times this person has called 
and what happened in each of those calls. For more information about ANI, see the 
ANI help topics. Select the Cradle-to-Grave for that call. You now know and can tell 
the customer exactly what happened during the time that call was placed, how long 
they talked, how many times they were placed on hold, and other details about the 
call. With this type of information available, the agent can have a more informed 
discussion with the customer about their call and reassure the customer that with the 
information and their input you can assess the root cause of the problem. You should 
be able to quickly determine if this customer has a legitimate complaint, and can use 
a print-out of the Cradle-to-Grave in a training session with the agent. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Sample Queries
Sample Queries7-8 
						

							   CentreVu Explorer II Version 1.0 User Guide
Query Results
Overview8-1
8CentreVu
ExplorerCentreVu
Explorer
Query Results8
Overview8
This chapter describes the elements that display in the Query Results window and 
describes the elements that appear in a cradle-to-grave display from records returned 
from a query. The Cradle-to-Grave icon (for a Call ID or Universal Call ID [UCID]) 
allows you to view specific events for each segment of the call.
This chapter also describes how to use the export and print feature for the query 
results. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Query Results
Exporting to a File8-2
Exporting to a File8
Creating customized reports using CentreVu Explorer II data is as easy as checking a 
box labeled “Save to File.” This allows you to save the output of any CentreVu 
Explorer II query to a file and then import the data to a spreadsheet, database, or 
word processing program for reporting and formatting. 
To export the grid results to a file, do the following:
1. Run Query Builder (also available through Explorer Classic, Agent In-Focus, or 
User-Defined Queries). See Chapter 5, “Customer Query Builder,” for details.  
						

							   CentreVu Explorer II Version 1.0 User Guide
Query Results
Exporting to a File8-3
2.From the “Session Display” window, save the grid results to a file by clicking 
the Save to File icon. 
This is the Save to File icon. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Query Results
Exporting to a File8-4
The Save As dialogue box displays:
3. In the File name field, enter the name of the file.
4. Using the Save in drop down menu, select the directory where you want to save 
the file.
5. From the Save As... dialog box, select Save. 
6. Open the file in an application (such as Microsoft Excel).
7.Use the application’s wizard to step you through the process of converting the 
file to the appropriate format (for example, Microsoft Excel). 
						

							   CentreVu Explorer II Version 1.0 User Guide
Query Results
Printing Query Results8-5
Printing Query Results8
You can print the query results to any printer that is set up for your computer. 
To print query results, do the following:
1. Run Query Builder (also available through Explorer Classic, Agent in Focus 
Queries, or User-Defined Queries). See Chapter 5, “Customer Query Builder,” 
for details.  
						

							   CentreVu Explorer II Version 1.0 User Guide
Query Results
Printing Query Results8-6
2.From the “Session Display” window, click on the Print icon. 
This is the Print icon.