Lucent Technologies Centrevu Explorer Ii Version 1.0 User Guide

							   CentreVu Explorer II Version 1.0 User Guide
Introduction
Query and Reporting Frames1-31
Selecting Search Criteria Information1
To provide the Search Criteria, do the following:
1. From the Management System pull-down menu, select the management system 
you want to use. 
The default value is All. Selecting options other than “All” reduces the number 
of synonyms available for selection. This is useful for large call centers who 
want to minimize the scrolling required to select the management systems. For 
example, if you are an answering agent looking for an agent in ACD1, select 
that Automatic Call Distribution (ACD). Selecting specific management 
systems reduces the synonyms available.
When only one management system is available, the Management System pull-
down field does not display.
2. From the ACD pull-down menu, select the ACD you want to use. 
The default value is All. Selecting specific ACDs reduces the synonyms 
available for selection within a Call Management System (CMS).
3. Select the New Window check box if you want the ability to open multiple new 
frames. 
If you do not check this box, only one frame populates.
4. In the Begin Date drop-down list, select the date or dates (MM/DD/YYYY) 
you want to use to populate the query.
5. In the End Date drop-down list, select the date or dates (MM/DD/YYYY) you 
want to use to populate the query.
6. In the Begin Time text box, enter the time you want to start the search (for 
example, 12:00AM).
7. In the End Time text box, enter the time you want the search to end (for 
example, 11:59PM).
8. In the Max Rows Returned text box, enter the number of rows of data you want 
to display (for example, 30). 
						

							   CentreVu Explorer II Version 1.0 User Guide
Introduction
Query and Reporting Frames1-32
9. From the Display Options pull-down menu, select the type of information you 
want to display. The type of information available for display includes:
— Session Display (Default)—Displays the fields selected.
— Agent Information—Displays all of the agent fields.
— Call Information—Displays all of the call fields.
— All Columns—Displays all of the fields.
The option you select in this drop down box determines which Session Display 
view is shown.
10. The other fields that display on the Search Criteria frame will vary depending 
on the type of agent and caller information you selected in the Element 
Selection frame. Fill in the other fields. The following is an example of the type 
of information that may display: 
11. To find the results or modify the results of the Search Criteria, select the Find 
Results or Modify buttons. The next sections describe the functionality of these 
buttons in more detail. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Introduction
Query and Reporting Frames1-33
Displaying or Modifying Results1
After selections are made in the Search Criteria frame, you can display and/or 
modify the results.
1. To display the results of a query, press the Find Results button from the Search 
Criteria frame.
The Find Results button displays the results of the search in a separate browser 
window (for example, Session Display, Agent Information, Call Information, 
and All Columns frames). The display you see is dependent upon which 
“Display Options” was previously selected on the Search Criteria frame. See 
Chapter 3, “Explorer Classic,” for details.
2. To modify the results of a query, press the Modify button from the Search 
Criteria frame.
The Modify button displays Query Builder so you can save and modify the 
search. For more information, see Chapter 5, “Custom Query Builder.”  
						

							   CentreVu Explorer II Version 1.0 User Guide
Introduction
Query and Reporting Frames1-34
Window Viewing and Sizing1
Based on your screen size and resolution, a varying amount of data may be 
displayed in the Query Results frame. To control the amount of data displayed, use 
the following options:
lScroll Bars—Moving the scroll bars vertically within each frame allows you to 
view the information. Scroll bars can appear in each of the three frames 
(Element Selection, Search Criteria, and Query Results). Scroll Bar locations 
can be found as shown below:
lScreen Resolution—Setting the resolution to at least 1024 X 768 greatly 
enhances the viewable data at a single screen. The screen resolution of your 
terminal is set up through the Control Panel. 
lReduce Search Criteria Section—Moving the control bar between windows 
expands the results section.
lSession Display—Choosing the Session Display format returns results for the 
most commonly requested elements. For additional details on Session Display, 
see Chapter 8, “Query Results,” in this document.
lFrame Resizing—Using Windows functionality (dragging the frame with the 
mouse) allows you to change the size of each frame independently.
Scroll Bar 
						

							   CentreVu Explorer II Version 1.0 User Guide
Introduction
Query and Reporting Frames1-35
Frames and Browser Windows1
CentreVu Explorer II allows you to open multiple frames in order to compare 
and view the results of your query. For example, to compare the query results of 
two separate days of queries, do the following:
1. Select the checkbox in front of the New Window field in the Search 
Criteria frame. When the check box is selected, a new browser window 
opens for each time a new set of results get displayed.
2. Resize the results windows to be side-by-side using normal Windows 
functionality.
Each of the windows created by CentreVu Explorer II uses normal Windows 
functionality. To manipulate a particular window, the window must be selected 
to be the active window. The following is an example of two results screens 
shown side-by-side with one of the screens active (the highlighted screen is 
active): 
						

							   CentreVu Explorer II Version 1.0 User Guide
Introduction
Types of Help1-36
Types of Help1
CentreVu Explorer II provides the following types of Help:
lGlossary—provides descriptions of the elements within CentreVu 
Explorer II.
lHelp Topics—provides a high-level index to find more detailed 
information. The Help has definitions for all the terminology. 
lAbout—provides a window that contains the correct version number of the 
CentreVu Explorer software. This window also contains information about 
the HostName, CMS, and date of the last load. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Introduction
Types of Help1-37
You can access Help from the CentreVu Explorer II Navigator frame by 
selecting the Help option. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Introduction
Types of Help1-38
Glossary1
The Glossary option details the elements used within the CentreVu Explorer II 
to perform the query and display functions. To access and use the glossary, do 
the following:
1. From the Navigator frame Help option, select the Glossary option.
Two columns of alphabetical topics appear.
2. Click on the topic you wish to view. The topic you select is displayed. Each 
topic is described with the following elements:
lField Description—An overview of the contents of the element. 
lQuery Options—The options available in CentreVu Explorer II for 
setting parameters.  
						

							   CentreVu Explorer II Version 1.0 User Guide
Introduction
Types of Help1-39
The following graphic is an example of selecting the “Abandoned from 
Hold” topic in the glossary:
3. To exit the Glossary, close the browser window. 
						

							   CentreVu Explorer II Version 1.0 User Guide
Introduction
Types of Help1-40
Help Topics1
The Help Topics option provides you with more information about important 
topics you select.
To access help topics for the application, do the following:
1. From the Navigator frame Help option, select the Help Topics option:
The Help Topics option displays...
2. Select the Help Topics option. 
Select Help
Select 
Help Topics