Lucent Technologies Lucent Call Centers Little Instruction Book For Basic Administration

Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Managing features 
39 Creating and scheduling scripts 
Scheduling scripted reports to print
Reports can be scheduled to print automatically at a convenient time. 
NOTE:
To run an automatic script at a specific time, a scheduling package 
must be installed on your PC.
Although you have a choice of many scheduling packages, the following 
three scheduling packages have been tested with the Scripting interface....

Managing features 
40 Creating and scheduling scripts 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
3. Select the Script button.
The Save As Script window is displayed.
4. Complete the Save in: and the File name: fields on the Save as Script 
window.
Execute the script to run the report with the script inputs, export the resulting 
data, and then exit the report.
Using Scripting to schedule
operations to occur automatically
In addition to scheduling...

Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Managing features 
41 Creating and scheduling scripts 
2. Type the Agent name
 or login id
 for which you want to trace call 
activity and select the Agent Trace-On button. 
3. From the Action menu, select Script.
The Save as Script-Action window is displayed. By default, Modify 
is selected for the Action field. 
4. Select OK.
The Save as Script window is displayed.
5. From the Save as Script window, select...

Managing features 
42 Assigning Dictionary names 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Assigning Dictionary names
The Dictionary subsystem can be used to assign names to call center entities, 
including login IDs, split/skills, call work codes, ACDs, agent groups, AUX 
reason codes, call profiles, logout reason codes, trunk groups, VDNs, and 
vectors. The assigned names then appear on reports, making them easier to 
interpret. The ability to...

Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Managing features 
43 Assigning Dictionary names 
nThe question mark (?) searches on a single character. For example, if 
you search on the letters ac and you type ac?, the question mark 
matches any single character that follows the ac.
Add a name for a call center entity
Use the following steps to give a call center entity (login IDs, split/skills, 
call work codes, ACDs, agent groups, AUX reason codes,...

Managing features 
44 Assigning Dictionary names 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Creating an agent group
You can create agent groups for reporting purposes. This feature allows you 
to report on a specific set of agents, regardless of their split/skill 
assignments.
To create an agent group, complete the following steps:
1. Select Agent Groups from the Dictionary Operations window. 
2. Select the ACD on which you want to create the agent...

Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Managing features 
45 Running Reports 
Running Reports
The CentreVu CMS provides you with many reports that you can view using 
CentreVu Supervisor. In addition to these standard reports, you can create 
your own reports that are specific to your call center. 
For complete details about all of the standard reports available to you, refer 
to the CentreVu
® Supervisor Version 8 Reports (585-210-929) and the...

Managing features 
46 Running Reports 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
7. Fill in the input fields. 
Input fields are where you specify the information for which you are 
running the report. To complete the input fields, do any of the 
following:
nType in the name or number of the input requested.
nSelect the Browse button to view all of the available inputs.
nUse the history list to select an input that you have previously 
used.
8. For...

Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Managing features 
47 Defining Exceptions 
Defining Exceptions
An exception is a type of activity in the ACD that falls outside of the limits 
that you have defined. The CentreVu CMS includes an Exceptions 
subsystem that collects the exception data from the ACD and produces 
reports. You can use the Exception reports to help improve the performance 
of your call center. 
Exception conditions usually indicate...

Managing features 
48 Activating data gathering 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Activating data gathering
If your system is not showing current data in reports or otherwise shows 
signs of not gathering the ACD data, then you need to turn on Data 
Collection. 
Turning on Data Collection
To turn on Data Collection, complete the following steps:
1. Select CMS System Setup from the Tools menu
2. Select the Operations Tab
3. Select Data...