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 
49 Tracking call activity 
Tracking call activity
There are a number of different ways to track particular call types or activity 
in your call center. This section describes the different choices available and 
when to use each.
NOTE:
The administration for all of these activities is initially established on 
the DEFINITY ECS and the agents use their telephones to record 
specific call...

Managing features 
50 Tracking call activity 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Names can be assigned to the AUX reason codes through the Dictionary 
menu in CentreVu Supervisor. These names then appear in CentreVu 
Supervisor standard real-time and historical reports under the AUX Reason 
Code headers.
AUX reason code 0 is used for cases when the DEFINITY ECS 
automatically puts an agent into AUX (for example, when Redirect On No 
Answer has...

Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Managing features 
51 Tracking call activity 
Names can be assigned to CWCs through the Dictionary menu in CentreVu 
Supervisor. These names are then displayed in CentreVu Supervisor 
standard CWC reports, that are stored in the Other category of Historical 
reports.
To simplify using CWCs, we recommend you specify a fixed number of 
digits for all CWCs. CWC 0 is always assigned and cannot be deleted. It is...

Managing features 
52 Tracking call activity 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999 

Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Service observing 
53  
Service observing
The service observing capability provides the means to obtain information 
on individual calls. This information can help you to assess the quality of 
service based on your company’s predefined criteria or quality requirements. 
This section describes the forms and fields used to administer the service 
observing capability on your DEFINITY ECS, and the methods of...

Service observing 
54 Administering service observing 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Administering service 
observing
Service observing is administered on the DEFINITY ECS system. Basic 
service observing is set up to observe an extension, not all calls to all 
extensions at a terminal. Likewise, VDN service observing is set up to 
observe an agent in a VDN, not all agents in a VDN.
A summary of the required forms and their fields that...

Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Service observing 
55 Administering service observing 
Unless otherwise noted, each of the fields identified in the following 
summary should be set to y 
(yes).
Customer-Options System Parameters Form
Required Service Observing Fields
Field Administered for...
Service Observing (Basic)nBasic observing
nLogical Agent ID observing
Service Observing (Basic) and 
Service Observing (Remote/By 
FA C )nRemote...

Service observing 
56 Administering service observing 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Feature-Related System Parameters Form
Required Service Observing Fields
Field Administered for...
Service Observing Warning TonenNotification of agent being 
observed
Expert Agent (EAS)nLogical Agent ID observing
Station (multi-appearance) Form
Required Service Observing Fields
Field Administered for...
Button/Feature Button Assignment
(set to...

Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Service observing 
57 Service observing procedures 
Service observing 
procedures
Once you finish administering each of the applicable fields on the required 
forms, you are ready to begin observing an agent.
NOTE:
When an agent who is being observed is not active on a call, the 
observer is in the wait state. When the agent becomes active on a call, 
the observer is bridged onto the call.
Observing...

Service observing 
58 Service observing procedures 
Call Center Little Instruction Book
for basic administration  585-210-935  Issue 1
December 1999
Observing logical-agent IDs
Large call centers often move their people regularly and rely on using 
“universal agent” workstations. With EAS, an observer can observe agents 
based on their logical-agent ID regardless of the workstation they are 
working from or the telephone to which the agent is logged in.
The observer enters the logical-agent ID extension...