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 events.
 Refer to the DEFINITY ECS documentation for 
information on administering these features.
Stroke counts (event counts)
NOTE:
Stroke counts are sometimes referred to as event counts. 
Stroke counts can represent any call event, including a successful sale, a call 
from a demographic category, or a response to a promotion. Up to nine 
stroke count buttons can be assigned to an agent’s telephone. Agents press 
these buttons on their telephones to record specific call events. CentreVu 
CMS then stores the data, which can be viewed on the Agent Event Count 
report. Stroke counts are only recorded while an agent is on an ACD call or 
in call-related after call work. Stroke count button 0 is reserved for audio 
difficulty.
AUX reason codes
Auxiliary reason codes enable a call center to track an agent’s time more 
precisely when the agent is in the AUX state. The agent enters the AUX 
reason code to specify the reason for being in AUX (for example, lunch or a 
meeting) by entering a previously-assigned digit, 0 through 9. 
						

							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 been initiated).
NOTE:
The Expert Agent Selection (EAS) feature is required to use AUX 
reason codes.
Call Work Codes
A Call Work Code (CWC) is a number that represents a particular call type 
or activity—for example, a sale item, complaints, repeat orders, promotional 
ads, or sales made using a credit card. While still on an ACD call or in after 
call work associated with a call, an agent uses the dial pad on their telephone 
to enter a CWC. The CWC is from 1 to 16 digits long and is followed by the 
# sign to signal completion to the DEFINITY ECS. 
!CAUTION:
If the agent does not press the # sign after entering the CWC digits 
causes any data that is being reported to CentreVu CMS to be lost.
To avoid the loss of data, it is important to allocate the number of 
CWCs to be saved by CentreVu CMS in the Data Storage Allocation 
window, which is accessible from the CMS System Setup menu.  
						

							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 
used to collect information on unadministered CWCs.
Logout reason codes
Logout reason codes are much like AUX reason codes. Agents enter logout 
reason codes to specify the reason they are logging out, such as the end of a 
shift or training, by entering a digit from 0 through 9. A 0 is used when the 
system logs an agent out, or if the agent does not specify a code.
The default name of the reason code can be modified through the Dictionary 
menu in CentreVu Supervisor. The logout name appears in the Agent 
Login/Logout and Agent Trace reports under the Logout Reason header.
NOTE:
The EAS feature is required to use Logout reason codes. 
						

							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 that are available and how to use each one. In this discussion, the 
supervisor who is observing calls is referred to as the “observer” and the 
terminal, attendant, or logical agent being observed is referred to as the 
“agent.”
!CAUTION:
Service observing may be subject to federal, state, or local laws, rules, 
or regulations or require the consent of one or both of the call parties. 
We recommend that you familiarize yourself and comply with all 
applicable laws, rules, and regulations before using this feature.
The topics included in this discussion are:
nAdministering service observing
nService observing procedures
nService observing indicators
nThings to consider when service observing
nSecurity precautions to consider with service observing. 
						

							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 require administration 
follows. The fields that you must administer will depend on the type of 
service observing that you are establishing. 
NOTE:
There are many steps that you need to complete to enable service 
observing. The steps depend on the type of observing that you are 
establishing. For more detailed information about administering 
service observing, refer to the DEFINITY
® Enterprise 
Communications Server Administrator’s Guide (555-203-502). 
						

							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 observing
nFeature access code observing
Service Observing (Basic) and 
Service Observing (VDNs)nVDN observing
Vectoring (Prompting)nVector-initiated observing
Class of Restriction Form
Required Service Observing Fields
Field Administered on...
Can Be Service ObservednAgent’s COR to allow the 
agent to be observed
Can Be a Service ObservernObserver’s COR to allow the 
extension owner to observe 
others
Service Observing Permissions - 
TablenObserver’s COR to grant 
permissions to observe each 
specific COR 
						

							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 serv-obsrv
)nBasic observing
nVDN observing, or 
nLogical Agent ID observing
Feature Access(FAC) Form
Required Service Observing Fields
Field Administered for...
Service Observing Listen Only 
Access Code
(enter the access code)nRemote/by FAC observing
nVDN observing, or
nLogical Agent ID observing
Service Observing Listen/Talk 
Access Code
(enter the access code)nRemote/by FAC observing
nVDN observing, or
nLogical Agent ID observing 
						

							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 extensions
To observe an agent extension, the observer presses the service observing 
button plus the agent’s extension number. Initially, the observer is in the 
listen-only mode. While observing a call where an agent is having difficulty 
or giving out inaccurate information, the observer has the option to “break 
in” on the conversation. Pressing the service observing button toggles 
between the listen-only and listen/talk modes. 
NOTE:
If a warning tone was administered on each system, then it lets agents 
and callers know when someone is observing a call. The parties hear a 
2-second, 440-Hz warning tone before an observer connects to a call, 
followed by a half-second burst of this tone every twelve seconds 
during observation. If enabled, the conference tone may add a delay of 
two to three seconds before the connection. 
						

							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 number of an agent who 
must be logged in to a telephone. The observer can monitor every ACD, 
personal, and direct agent call delivered to or placed by the agent, including 
calls placed to the physical extension.
NOTE:
Only one observer can observe a physical telephone at one time. An 
observer cannot observe a logical agent ID extension at a physical 
telephone that is already being observed. Likewise, an observer 
cannot observe a physical extension that is being observed as a 
logical-agent ID extension. 
Observing VDNs
When observing through a VDN, the agent to be observed is randomly 
selected based on the vector and call distribution. Use this service observing 
capability to get an overall sense of how the call center is performing.
To observe a VDN, the observer enters a specific VDN extension and 
bridges onto calls (one call at a time) that have started vector processing for 
that VDN. The observer hears all tones, call prompting, caller dialing, 
announcements, music, and speech that the agent and caller hear. If an 
observer is in a COR that is administered to hear VDN of Origin 
announcements and has a VOA Repeat button, he or she can hear and replay 
VDN of Origin announcements.
NOTE:
If the observer is using a display telephone, then the observer sees the 
name of the VDN, agent, or trunk as each is accessed in sequence by 
the VDN. For example, during vector processing the VDN name is 
displayed, but when the call connects to an agent, the agent name is 
displayed.