Lucent Technologies Centrevu Explorer Ii Version 1.0 User Guide

							   CentreVu Explorer II Version 1.0 User Guide
Appendix
OverviewA-1
ACentreVu
ExplorerCentreVu
Explorer
AppendixA
Overview1
This appendix provides details of the elements CentreVu®   Explorer II uses to 
perform the query and display functions. Field descriptions and query options 
describe each element:
lField Description—An overview of the contents of the element.
lQuery Options—The options available in CentreVu Explorer for setting 
parameters.
Note:The list of elements are in alphabetical order and are based on the full 
textual name, not the variable name. 
Example: Abandoned from Hold (HOLDABN) 
						

							   CentreVu Explorer II Version 1.0 User Guide
Appendix
OverviewA-2
Abandoned from Hold (HOLDABN)1
lField Description
This field indicates whether the caller abandoned from hold during the segment. 
(YES=1/NO=0)
With System 85 R2V4 and Generic 2.1, HOLDABN is only used for automatic 
call distribution (ACD) calls. With Generic 2.2, Generic 3, and ECS this is for 
any call. All records that have HOLDABN=0 are returned as calls not 
abandoned from hold.   
lQuery Options
Select one of the following choices from the drop-down list box:
— Abandoned from hold
— Not abandoned from hold. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Appendix
OverviewA-3
Automatic Call Distribution (ACD)1
lField Description
This field contains the ACD number that handled this call.
The ACD field contains an integer value between 1 and 4 for R3V5 CMS and 
prior versions. 
lQuery Options
Select an ACD number from the drop-down list box containing all valid ACDs.
Note:The drop-down list box contains the list of valid ACD numbers based on 
the CMS version. Any site with an R3V5 CMS shows ACD numbers 1 
through 4 in the drop-down list box, regardless of whether each of those 
ACDs exist. If you choose a non-existent ACD number as part of the search 
criteria, no results are returned for that query. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Appendix
OverviewA-4
After Call Work Time (ACWTIME)1
lField Description
This field displays the elapsed time (in seconds) an agent spends in the After 
Call Work (ACW) state after a call segment. 
An agent’s terminal may be programmed to automatically be placed in ACW.
lQuery Options
The query returns results with ACW times greater than or equal to the number 
of seconds entered in the text box. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Appendix
OverviewA-5
Agent Released (AGT_RELEASED)1
lField Description
This field indicates whether an Automatic Call Distribution (ACD) or a Direct 
Agent ACD (DACD) call was released first by the agent or by the caller.
lQuery Options
Select one of the following choices from the drop-down list box:
— Agent Released
— Agent NOT Released. 
						

							   CentreVu Explorer II Version 1.0 User Guide
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OverviewA-6
Agent Talk Time (TALKTIME)1
lField Description
This field is the total talk time (in seconds) for the answering agent in the 
segment.
lQuery Options
The query returns results with agent talk time greater than the number of 
seconds entered in the text box. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Appendix
OverviewA-7
Answering Agent (AGENT_NAME)1
lField Description
This field is the name and Login ID of the agent who answered the call in the 
segment. Names must be administered with a corresponding Login ID 
(ANSLOGIN) to be listed in this field. This field is blank for unmeasured 
extensions when Expert Agent Selection (EAS) is not active.
lQuery Options
Select an agent name from a drop-down list box containing all agent names. 
						

							   CentreVu Explorer II Version 1.0 User Guide
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OverviewA-8
Answering Disposition (DISPOSITION)1
lField Description
This field indicates the disposition of the call. 
1.Connected—A non-ACD call connected to a measured agent.
2.Answered—A split/skill or direct agent ACD call that CentreVu CMS 
indicates was answered by an agent. 
3.Abandoned—A call that CentreVu CMS indicates was abandoned by the 
caller. 
4.Interflowed—A call that was redirected to an off-switch destination.
5.Forced busy—A call that CentreVu CMS records as a busy call for the 
trunk group that carried it. For switches with vectoring, forced busy calls 
are vector directory number (VDN) calls that received a forced busy from 
the busy vector command. For the ECS and G3 switches, calls that receive 
a busy indication because the split queue was full (or there was no queue) 
are recorded here.
6. Forced disconnect—VDN calls that are disconnected by the switch due to 
the execution of a disconnect vector command (Generic 2.2, Generic 3 
Version 2, later Generic 3 switches, and the DEFINITY
® ECS). For 
Generic 2.1, and Generic 3 Version 1 switches, forced disconnect calls are 
calls that were given a forced disconnect announcement and then were 
disconnected by the switch after listening to the entire announcement. For 
Enterprise Communications System, Generic 3 Version 2 and later Generic 
3 releases, because of a forced disconnect vector timer or because they 
reached the end of vector processing without being queued.
7.Other calls—Calls not previously defined, which includes unmeasured 
destination.
lQuery Options
Select one of the above call dispositions from the drop-down list box. 
						

							   CentreVu Explorer II Version 1.0 User Guide
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OverviewA-9
Answering Reason Code (ANSREASON)1
lField Description
This field is the reason code for the Auxiliary (AUX) state of the agent who 
answered the call.
lQuery Options
Select a reason code from a drop-down list box that displays all distinct reason 
codes in the database. 
						

							   CentreVu Explorer II Version 1.0 User Guide
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OverviewA-10
Answering Split (DISPSPLIT)1
lField Description
This field is the number of the split or skill associated with the call at its 
disposition in the segment. Calls that were not queued to a split or skill at the 
time of disposition are set to -1. Calls that were queued to an unmeasured split 
or skill are set to 0.
lQuery Options 
Select a split/skill from the drop-down list box.