Lucent Technologies Centrevu Explorer Ii Version 1.0 User Guide

							   CentreVu Explorer II Version 1.0 User Guide
Introduction
Overview of New Features1-11
In CentreVu Explorer Version 1.0 - 1.2, you can query only on a segment level. 
CentreVu Explorer II allows you to query based on the total customer 
experience (queries on the segment level and call data). For example, queries 
work on the call data and the data that is “rolled up” in the grid: 
Time of Day and Day of Week Queries1
Time of Day and Day of Week Queries are available for all queries. CentreVu 
Explorer II queries can be pinpointed to the hour, minute, and day of week. For 
example, “For every Monday this month, return all records of calls to Split 10 
between 8:00 a.m. and 5:00 p.m.”
The “Day of Week” field is calculated during population of the data. It works 
just like any other CentreVu CMS field for query purposes.
Generic Field Queries1
Generic Field Queries allow you to query on generic fields instead of specific 
fields. For example, you may desire to return all segments that an agent touched 
regardless of the type of agent (disposition, answering, and others). The fields 
that are generic are: agent, vector, VDN, or split/skill. These fields display as 
italic type on your screen.  
						

							   CentreVu Explorer II Version 1.0 User Guide
Introduction
Overview of New Features1-12
Some elements (such as, Agents and Splits) have more than one possible “role.” 
That is, an agent can be an “Answering Agent,” an “Originating Agent,” or the 
“Last Observer.” A Split can be: (1) Primary, (2) Secondary, or (3) Tertiary. For 
example, you can ask CentreVu Explorer II to: 
l“Return all records that Agent--Mark Grace touched this week” 
l“Show me all traffic to Split 10 for Wednesday, May 3, 1999, where calls 
were transferred or conferenced.” 
						

							   CentreVu Explorer II Version 1.0 User Guide
Introduction
Overview of New Features1-13
Query Types1
Explorer Classic Queries1
The original Explorer Classic is accessible from the CentreVu Explorer II 
Navigation menu. It is there for CentreVu Explorer II users who are familiar 
with CentreVu Explorer Version 1, or for those who simply prefer the “old” 
CentreVu Explorer look and feel.
Explorer Classic presents the familiar CentreVu Explorer desktop, but with new 
query capabilities (such as, conditional queries and new user interface 
elements). It is also enhanced by the static Navigation frame on the left that 
eliminates the need for the browser’s Back button. In Explorer Classic, as with 
all CentreVu Explorer II queries, results are delivered in their own window.
Standard Queries1
Standard queries are those queries created through Custom Query Builder that a 
company decides to share with all of the users. A user can create the query in 
Custom Query Builder and make the query public from the User-Defined query 
to Standard query. 
Agent in Focus Queries1
Agent in Focus Queries provide multiple reports about an agent’s activities. 
You can select from a list of pre-defined reports, each of which focuses on a 
different agent activity. Results are presented in a report format for each query 
and can be printed.
User-Defined Queries1
User-Defined Queries are queries that are built and saved by a user. A user can 
only view the queries they have built. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Introduction
Overview of New Features1-14
Custom Query Builder Queries1
Custom Query Builder provides you with the ability to create and save queries 
for future use. Custom Query Builder uses the full range of comparison 
operators, groupings, and the and/or type conditions.
Cradle-To-Grave Reporting Queries1
After records are returned from a query, you can access any Call ID to view the 
specific events for all segments of the call. The reports for CentreVu Explorer II 
display the following type of reports:
lCradle-To-Grave reports
lCall Information
lCall Handling
lMulti-segment Cradle-To-Grave Analysis. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Introduction
Overview of Functionality1-15
Overview of Functionality1
Background Information1
When CentreVu Explorer was released in 1997, it quickly revolutionized the way 
call center managers thought about call center data. Call switch data—not 
previously considered “information” because it could not be easily accessed—could 
now be queried upon and used to more efficiently and cost-effectively run call 
centers. Customer feedback showed that customers liked Explorer’s friendly query 
tools, its ease of administration, and the familiar Web interface.
One of CentreVu Explorer’s most popular features, however, was something it 
lacked—client desktop software. Nothing needed to be loaded on users’ PCs to 
allow them to access Explorer. This eliminates the need to install or upgrade client 
software and minimizes the use of desktop resources. Windows and a Transmission 
Control Protocol/Internet Protocol (TCP/IP) connection to a Local Area Network 
(LAN) were the only client requirements.
Previous releases of CentreVu Explorer software:
lCentreVu Explorer 1.0
lCentreVu Explorer 1.1.x
lCentreVu Explorer 1.2.x.
Releases 1.1.x and 1.2.x of CentreVu Explorer can be upgraded to CentreVu 
Explorer II. See details about upgrading the software and migrating the data in the 
following guides:
lCentreVu Explorer II Installation for Windows NT
lCentreVu Explorer II Installation for Sun. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Introduction
How CentreVu Explorer II Works—The User Interface1-16
How CentreVu Explorer II Works—The User 
Interface
1
The user interface for CentreVu Explorer II includes:
lLogin screen
lMain screen
lScreen Elements (includes Netscape Navigator™)
lFrames and Browser Windows. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Introduction
How CentreVu Explorer II Works—The User Interface1-17
Login1
After you enter the URL of the server to access the CentreVu Explorer II application, 
you can access CentreVu Explorer II by logging into the system with an existing or 
new Account Name and Password.
To log in to the system with an established account, do the following:
1. Enter the URL. The CentreVu Explorer II splash screen displays: 
						

							   CentreVu Explorer II Version 1.0 User Guide
Introduction
How CentreVu Explorer II Works—The User Interface1-18
The Login Dialog box appears at the bottom of the splash screen:
The agent’s Account Number for CentreVu Explorer II is provided by the call 
center’s supervisor or administrator.
The agent’s Password for CentreVu Explorer II is provided by the call center 
supervisor or administrator. 
2. Select the Submit button. 
Enter Login
Information
Submit 
Login 
						

							   CentreVu Explorer II Version 1.0 User Guide
Introduction
How CentreVu Explorer II Works—The User Interface1-19
The Main screen displays:
3. See the next section for details. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Introduction
How CentreVu Explorer II Works—The User Interface1-20
Main Screen1
After you log on to the system, the CentreVu Explorer II main window 
automatically displays two frames: (1) the Navigator frame, and (2) the splash 
screen frame for CentreVu Explorer II. 
Navigation FrameSplash Screen Frame