Lucent Technologies Centrevu Explorer Ii Version 1.0 User Guide

							   CentreVu Explorer II Version 1.0 User Guide
Introduction
Overview1-1
1CentreVu
ExplorerCentreVu
Explorer
Introduction1
Overview1
This guide, the CentreVu® Explorer II User Guide Version 1.0 (585-218-200), 
provides an overview of CentreVu Explorer II operations and features, prerequisites 
and the baseline configuration, details and procedures for agents using CentreVu 
Explorer II software, information specific to agent trainers and supervisors, and a 
glossary. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Introduction
Overview1-2
Audience1
This guide is intended for customers of the CentreVu Explorer II solution, 
including agents, supervisors, trainers and system administrators, NetCare® 
users (including Technical Service Centers and Professional Services), 
Maintenance and Provisioning Centers, Call Management Systems (CMS) 
Helplines, Sales Design Support Centers (SDSC), and anyone else who uses or 
supports a CentreVu Explorer II setup would find this guide useful.
This guide also helps anyone who needs to know:
lOperational details about the CentreVu Explorer II solution
lHow to operate as an agent, administrator, or supervisor using CentreVu 
Explorer II software and other elements of the CentreVu Explorer II 
solution
lHow to supervise CentreVu Explorer II agents
lTroubleshooting suggestions for users of the CentreVu Explorer II solution. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Introduction
What is CentreVu® Explorer II?1-3
What is CentreVu® Explorer II?1
CentreVu®   Explorer II provides management of call centers with a tool to manage 
call center data from the Call Management System (CMS). This information is 
vitally important to the management of call centers. CentreVu Explorer II transforms 
valuable DEFINITY
®  Enterprise Communications Server (ECS) call center 
information into powerful knowledge. This knowledge is crucial to the management 
of your call center. 
Information collected from the CentreVu CMS is compiled, formatted and presented 
to the user through a Web browser to illustrate critical call center activity. The data 
collected provides information such as: (1) How many callers abandoned after being 
placed on hold for more than 30 seconds? (2) Which agent splits transfer the most 
calls? (3) What stroke counts are used for incoming call center calls?
CentreVu Explorer II provides a mechanism to store and retrieve call center data 
over a period of time. The call center data is retrieved through a graphical user 
interface (GUI) enabling desktop queries, reports, and Cradle-To-Grave analysis of 
a call center’s performance.
CentreVu Explorer II is a new application that uses the original CentreVu Explorer 
functionality as a starting point. The purpose of CentreVu Explorer II is to:
lProvide a user-friendly tool to access External Call History (ECH)
lSupport data from multiple Call Management Systems
lCreate and save user-defined custom and conditional queries
lProvide data management support. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Introduction
What is CentreVu® Explorer II?1-4
High-Level Description1
By applying information collected from the Lucent Technologies CentreVu Call 
Management System (CMS), CentreVu Explorer II provides a graphical user 
interface enabling desktop queries, reports, and Cradle-To-Grave analysis of a call 
center’s performance. CentreVu Explorer II is compatible with CentreVu CMS 
Release 3 Versions 4, 5, and 6. CentreVu Explorer II provides a powerful mechanism 
to store and retrieve valuable call center data over a period of time. Additionally, 
call centers have access to this detailed information with the same level of detail 
well into the future.
CentreVu Explorer II provides details into many areas of call center activities for 
managers to use, including the following:
lCradle-To-Grave per call reporting
lAgent activities such as talk time and call work codes
lVector Directory Number (VDN) and split/skill information
lCall transfers from split/skill, voice response units and switches
lSpecial call treatment such as Service Observing and Malicious Call Trace
lQueue treatment such as holding times and abandons in queue
lMultiple deployment options
lFlexible query capability
lMultiple options for displaying the results
lFlexibility to export data
lSupport for multiple CMSs. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Introduction
What is CentreVu® Explorer II?1-5
Benefits of CentreVu Explorer II1
CentreVu Explorer II delivers knowledge to the desktop (client) through powerful 
Microsoft* Windows NT† or Sun‡ Solaris** based internet server technologies. 
CentreVu Explorer II requires only a frame compliant web browser on the client. 
This architecture provides access to critical call center data from any desktop PC or 
workstation running a web-enabled operating system, such as Windows
††, OS/2‡‡, 
UNIX***, or MacIntosh†††. Employing this technology uses minimal desktop PC 
resources. Furthermore, this architecture allows an organization full access to 
CentreVu Explorer II from multiple web-enabled operating systems.
The hardware architecture of CentreVu Explorer II is expandable to meet your 
storage requirements. It combines a local storage system with external archived 
capabilities to provide rapid query access while collecting historical information 
over long periods of time. The customer selects system storage capacities and data 
retrieval rates to meet the individual call center requirements.
CentreVu Explorer II provides a navigation method to query a library of elements 
and “drill down” information to further call details. Starting at a high level, you can 
select one of several call center elements and step through additional layers until 
you reach the desired information. 
*Microsoft is a registered trademark of Microsoft Corp.
†Windows NT is a registered trademark of Microsoft Corp.
‡Sun is a registered trademark of Sun Microsystems, Inc.
**Solaris is a registered trademark of Sun Microsystems, Inc.
††Windows is a registered trademark of Microsoft Corp.
‡‡OS/2 is a registered trademark of IBM.
***UNIX is a registered trademark in the United States and other countries, 
licensed exclusively through X/Open Company Limited.
†††MacIntosh is a registered trademark of Apple Computer Inc.
    
						

							   CentreVu Explorer II Version 1.0 User Guide
Introduction
Why Use CentreVu Explorer II?1-6
Why Use CentreVu Explorer II?1
Some of the reasons to use CentreVu Explorer II include:
lAbandon Call Analysis
You can use the Abandoned In Que or the Abandon on Hold fields to run 
queries with all of the available conditions of an abandoned call. The Cradle-
To-Grave reports display these detailed results. The results of the query include 
a list of customers that called back.
lEfficient Automatic Number Identification (ANI) Analysis
You can use CentreVu Explorer II to analyze the ANI by using the Calling Party 
field as a query. You can also use wild cards and time parameters to produce a 
list of customers.
lSpecial Call Treatment
Wit h CentreVu Explorer II, you can produce a list of calls that are transferred or 
conferenced. This list shows the way an agent released or treated calls. The 
treatment of the call is determined by each call center’s preferences for 
handling calls.
lCell Phone Analysis
You can use CentreVu Explorer II to analyze the call data and determine if more 
sales come from cell phone customers than from standard (land line) phone 
customers.
lCradle-To-Grave Reporting
CentreVu Explorer II tracks and analyzes information from the time the caller 
enters the first Automatic Call Distribution (ACD) until they hang up. 
See Chapter 7, “Sample Queries,” for sample scenarios that can assist you with your 
call center’s business practices. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Introduction
Overview of New Features1-7
Overview of New Features1
CentreVu Explorer II retains all of the features in the previous versions of CentreVu 
Explorer (1.0, 1.1, and 1.2) which includes access to CentreVu Call Management 
System’s External Call History elements in a logical, easy-to-analyze format. The 
CentreVu Explorer II software is easy to install, maintain, and does not require any 
client software.
The CentreVu Explorer II new features include:
lEnhanced query capabilities
lConditional queries: and/or, , =, , grouping
lAbility to easily save queries
lTime of day and day of week queries
lSupport for a variety of databases (for example, SQL-Server and INFORMIX)
lCompatibility with the Windows NT and Sun Solaris platforms
lData exportable to other applications
lSupport for multiple CMSs
lRetention of the “Explorer Classic” look and feel
lExpanded the number of row limitations on query results (for example, more 
than 500 rows can be used)
lMigration of some CentreVu CMS Data Dictionary synonyms to the CentreVu 
Explorer II server
lAbility to move between multiple web frames—this eliminates the need to back 
out of web frames
lMultiple window capabilities allow queries to be viewed simultaneously
lSome maintenance capabilities are automated (for example, data discard). 
						

							   CentreVu Explorer II Version 1.0 User Guide
Introduction
Overview of New Features1-8
Query Capabilities1
This section describes the types of query capabilities available with CentreVu 
Explorer II.
Conditional Queries1
Conditional Queries (also known as Multiple Comparison Operators) provide 
you with the ability to use a wide range of variables to produce advanced 
querying capabilities. These query capabilities are also available with Explorer 
Classic, standard reports, and Custom Query Builder. A wide range of 
conditional variables now supports CentreVu Explorer II’s advanced querying 
capability. These Conditional Queries allow you to have more options for 
querying the data. The conditional variables are:
lLess than (=)
lEqual to (=)
lNot equal to ()
lAnd/Or. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Introduction
Overview of New Features1-9
Group by Parenthesis ( )—An Example1
The following mathematical example shows the grouping capability for a 
conditional query that is performed for all calls with the duration “greater than” 
10 seconds and “less than” 360 seconds. The “And/Or” can be used inside or 
outside of the parentheses (  ).  
						

							   CentreVu Explorer II Version 1.0 User Guide
Introduction
Overview of New Features1-10
Custom Query Builder1
Custom Query Builder is a tool that allows the user to build and save complex 
queries with a high degree of customized work. You can define a unique set of 
display fields for each query and make a query available for use by other users. 
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 customized work could 
only be achieved through costly designed software solutions.
See the “Custom Query Builder” chapter in this document for more details.
Call Level Queries1
Call Level Queries are available through every program (for example, Query 
Builder and Explorer Classic) in CentreVu Explorer II except for Agent in 
Focus.
In CentreVu Explorer Version 1, queries were performed at a Call Segment 
level, so all calls were broken into “segments” based on the life of the call. If a 
call entered the call center and was transferred by an agent, this was equivalent 
to two segments. Queries would match on the individual segments. In order to 
view the entire call with all of the associated segments, you had to go to the 
Cradle-To-Grave report.
Wit h CentreVu Explorer II, you can query on either the “call” level or the 
segment level. Therefore, all the information associated with a single call, 
regardless of its number of segments, is included. Query requests are based on 
calls returning all segments of the call record.
Call Level Queries work by “rolling up” the values of all segments for a call 
into a call field. For instance, return a call (instead of a segment), where the 
total on hold time for the call is greater than a value. The fields that can be 
rolled up to the call include:
lStart and Stop Time
lAll durations
lAll statuses.