Page 1: User Guide
CentreVu ® Explorer II Version 1.0 User Guide 585-218-200 Comcode 108456617 Issue 1.0 June 1999...
Page 2 Lucent Technologies will not be center. The support telephone number is 1-800-242-2121. responsible for any charges that result from such unauthorized use.
Page 3 Heritage Statement Lucent Technologies—formed as a result of AT&T’s planned restructuring—designs, builds, and delivers a wide range of public and private networks, communication systems and software, consumer and business telephone systems, and microelectronics components. The world-renowned Bell Laboratories is the research and development arm for the company.
Page 5: Table Of Contents
CentreVu Explorer II Version 1.0 User Guide Table of Contents CentreVu Introduction ..........1-1 Explorer Overview .
Page 6 CentreVu Explorer II Version 1.0 User Guide Types of Help........... 1-36 Glossary .
Page 7 CentreVu Explorer II Version 1.0 User Guide Information Indicator Report ........4-18 Assistance Requested Report .
Page 8 CentreVu Explorer II Version 1.0 User Guide viii Accessing Cradle-to-Grave Reports ....... 8-8 Using Cradle-to-Grave Reports .
Page 9 CentreVu Explorer II Version 1.0 User Guide Originating Reason Code (ORIGREASON) ..... . . A-41 Priority Answered (DISPPRIORITY) ......A-42 Segment Number (SEGMENT) .
Page 10 CentreVu Explorer II Version 1.0 User Guide...
Page 11: Introduction
CentreVu Explorer II Version 1.0 User Guide Introduction Overview CentreVu CentreVu Explorer Explorer Introduction Overview This guide, the CentreVu® Explorer II User Guide Version 1.0 (585-218-200), provides an overview of CentreVu Explorer II operations and features, prerequisites and the baseline configuration, details and procedures for agents using CentreVu Explorer II software, information specific to agent trainers and supervisors, and a glossary.
Page 12: Audience
CentreVu Explorer II Version 1.0 User Guide Introduction Overview Audience This guide is intended for customers of the CentreVu Explorer II solution, including agents, supervisors, trainers and system administrators, NetCare® users (including Technical Service Centers and Professional Services), Maintenance and Provisioning Centers, Call Management Systems (CMS) Helplines, Sales Design Support Centers (SDSC), and anyone else who uses or supports a CentreVu Explorer II setup would find this guide useful.
Page 13: What Is Centrevu® Explorer Ii
CentreVu Explorer II Version 1.0 User Guide Introduction What is CentreVu® Explorer II? What is CentreVu® Explorer II? ® CentreVu Explorer II provides management of call centers with a tool to manage call center data from the Call Management System (CMS). This information is vitally important to the management of call centers.
Page 14: High-Level Description
Introduction What is CentreVu® Explorer II? High-Level Description By applying information collected from the Lucent Technologies CentreVu Call Management System (CMS), CentreVu Explorer II provides a graphical user interface enabling desktop queries, reports, and Cradle-To-Grave analysis of a call center’s performance. CentreVu Explorer II is compatible with CentreVu CMS Release 3 Versions 4, 5, and 6.
Page 15: Benefits Of Centrevu Explorer Ii
CentreVu Explorer II Version 1.0 User Guide Introduction What is CentreVu® Explorer II? Benefits of CentreVu Explorer II CentreVu Explorer II delivers knowledge to the desktop (client) through powerful † ‡ Microsoft Windows NT or Sun Solaris based internet server technologies.
Page 16: Why Use Centrevu Explorer Ii
CentreVu Explorer II Version 1.0 User Guide Introduction Why Use CentreVu Explorer II? Why Use CentreVu Explorer II? Some of the reasons to use CentreVu Explorer II include: Abandon Call Analysis You can use the Abandoned In Que or the Abandon on Hold fields to run queries with all of the available conditions of an abandoned call.
Page 17: Overview Of New Features
CentreVu Explorer II Version 1.0 User Guide Introduction Overview of New Features Overview of New Features CentreVu Explorer II retains all of the features in the previous versions of CentreVu Explorer (1.0, 1.1, and 1.2) which includes access to CentreVu Call Management System’s External Call History elements in a logical, easy-to-analyze format.
Page 18: Query Capabilities
CentreVu Explorer II Version 1.0 User Guide Introduction Overview of New Features Query Capabilities This section describes the types of query capabilities available with CentreVu Explorer II. Conditional Queries Conditional Queries (also known as Multiple Comparison Operators) provide you with the ability to use a wide range of variables to produce advanced querying capabilities.
Page 19: Group By Parenthesis ( )-An Example
CentreVu Explorer II Version 1.0 User Guide Introduction Overview of New Features Group by Parenthesis ( )—An Example The following mathematical example shows the grouping capability for a conditional query that is performed for all calls with the duration “greater than”...
Page 20: Custom Query Builder
CentreVu Explorer II Version 1.0 User Guide Introduction Overview of New Features 1-10 Custom Query Builder Custom Query Builder is a tool that allows the user to build and save complex queries with a high degree of customized work. You can define a unique set of display fields for each query and make a query available for use by other users.
Page 21: Time Of Day And Day Of Week Queries
CentreVu Explorer II Version 1.0 User Guide Introduction Overview of New Features 1-11 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).
Page 22 CentreVu Explorer II Version 1.0 User Guide Introduction Overview of New Features 1-12 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.”...
Page 23: Query Types
CentreVu Explorer II Version 1.0 User Guide Introduction Overview of New Features 1-13 Query Types Explorer Classic Queries 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”...
Page 24: Custom Query Builder Queries
CentreVu Explorer II Version 1.0 User Guide Introduction Overview of New Features 1-14 Custom Query Builder Queries 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.
Page 25: Overview Of Functionality
CentreVu Explorer II Version 1.0 User Guide Introduction Overview of Functionality 1-15 Overview of Functionality Background Information 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”...
Page 26: How Centrevu Explorer Ii Works-The User Interface
CentreVu Explorer II Version 1.0 User Guide Introduction How CentreVu Explorer II Works—The User Interface 1-16 How CentreVu Explorer II Works—The User Interface The user interface for CentreVu Explorer II includes: Login screen Main screen Screen Elements (includes Netscape Navigator™)
Page 27: Login
CentreVu Explorer II Version 1.0 User Guide Introduction How CentreVu Explorer II Works—The User Interface 1-17 Login 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.
Page 28 CentreVu Explorer II Version 1.0 User Guide Introduction How CentreVu Explorer II Works—The User Interface 1-18 The Login Dialog box appears at the bottom of the splash screen: Enter Login Information Submit Login The agent’s Account Number for CentreVu Explorer II is provided by the call center’s supervisor or administrator.
Page 29 CentreVu Explorer II Version 1.0 User Guide Introduction How CentreVu Explorer II Works—The User Interface 1-19 The Main screen displays: 3. See the next section for details.
Page 30: Main Screen
CentreVu Explorer II Version 1.0 User Guide Introduction How CentreVu Explorer II Works—The User Interface 1-20 Main Screen 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.
Page 31: Setting Up Centrevu Explorer Ii
CentreVu Explorer II Version 1.0 User Guide Introduction Setting Up CentreVu Explorer II 1-21 Setting Up CentreVu Explorer II To set up the CentreVu Explorer II, do the following: 1. From the main menu, select the Session and License Details link. The...
Page 32 CentreVu Explorer II Version 1.0 User Guide Introduction Setting Up CentreVu Explorer II 1-22 4. To go to the query and reporting interface of CentreVu Explorer II, click on an option in the navigator frame. See the next section “Query and Reporting Frames”...
Page 33: Query And Reporting Frames
CentreVu Explorer II Version 1.0 User Guide Introduction Query and Reporting Frames 1-23 Query and Reporting Frames This section describes the query and reporting frames available with CentreVu Explorer II. The following graphic is an example of the types of frames:...
Page 34: Navigation Frame
CentreVu Explorer II Version 1.0 User Guide Introduction Query and Reporting Frames 1-24 Navigation Frame The Navigation frame contains a navigation menu that controls the options available to all of CentreVu Explorer II’s new features. Selecting items with an arrow next to them expands the menu selection to display their functions.
Page 35: Element Selection Frame
CentreVu Explorer II Version 1.0 User Guide Introduction Query and Reporting Frames 1-25 Element Selection Frame The Element Selection frame (accessed through Explorer Classic) contains the External Call History Interface (ECHI) elements used to formulate queries. The ECHI elements are divided into two groups: Agent Information (Agent Info button) Agent Info contains elements related to agent-based information.
Page 36: Selecting Agent Information
CentreVu Explorer II Version 1.0 User Guide Introduction Query and Reporting Frames 1-26 Query elements shown in italic text are “generic field” queries. Generic fields (Agent, Split/Skill, Vector, and VDN) allow you to query on groups of data instead of just on individual queries.
Page 37 CentreVu Explorer II Version 1.0 User Guide Introduction Query and Reporting Frames 1-27 4. When you are satisfied with your selections, press the Build Query, Agent Info, or Call Info buttons to enter the search criteria. 5. Press the Find Results button. When the screen refreshes, parameters specific...
Page 38: Selecting Caller Information
CentreVu Explorer II Version 1.0 User Guide Introduction Query and Reporting Frames 1-28 Selecting Caller Information To select caller information, do the following: 1. Click on the Explorer Classic option to access the Element Selection frame. The following frame displays: 1.
Page 39 CentreVu Explorer II Version 1.0 User Guide Introduction Query and Reporting Frames 1-29 2. From the drop-down menu, select the type of query you want to use. Segment Data Selected The options available are: Segment Data Call Data. 3. When you are satisfied with your selections, press the Build Query, Agent Info, or Call Info buttons to enter the search criteria.
Page 40: Search Criteria Frame
CentreVu Explorer II Version 1.0 User Guide Introduction Query and Reporting Frames 1-30 Search Criteria Frame The Search Criteria frame allows you to select several items (also known as parameters) to control results returned by the query. For more information about the possible advantages of providing search criteria, see Chapter 7, “Sample Query,”...
Page 41: Selecting Search Criteria Information
CentreVu Explorer II Version 1.0 User Guide Introduction Query and Reporting Frames 1-31 Selecting Search Criteria Information To provide the Search Criteria, do the following: 1. From the Management System pull-down menu, select the management system you want to use.
Page 42 CentreVu Explorer II Version 1.0 User Guide Introduction Query and Reporting Frames 1-32 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.
Page 43: Displaying Or Modifying Results
CentreVu Explorer II Version 1.0 User Guide Introduction Query and Reporting Frames 1-33 Displaying or Modifying Results 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.
Page 44: Window Viewing And Sizing
CentreVu Explorer II Version 1.0 User Guide Introduction Query and Reporting Frames 1-34 Window Viewing and Sizing 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: Scroll Bars—Moving the scroll bars vertically within each frame allows you to...
Page 45: Frames And Browser Windows
CentreVu Explorer II Version 1.0 User Guide Introduction Query and Reporting Frames 1-35 Frames and Browser Windows 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.
Page 46: Types Of Help
CentreVu Explorer II Version 1.0 User Guide Introduction Types of Help 1-36 Types of Help CentreVu Explorer II provides the following types of Help: Glossary—provides descriptions of the elements within CentreVu Explorer II. Help Topics—provides a high-level index to find more detailed information.
Page 47 CentreVu Explorer II Version 1.0 User Guide Introduction Types of Help 1-37 You can access Help from the CentreVu Explorer II Navigator frame by selecting the Help option.
Page 48: Glossary
CentreVu Explorer II Version 1.0 User Guide Introduction Types of Help 1-38 Glossary 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.
Page 49 CentreVu Explorer II Version 1.0 User Guide Introduction Types of Help 1-39 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.
Page 50: Help Topics
CentreVu Explorer II Version 1.0 User Guide Introduction Types of Help 1-40 Help Topics 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: Select Help The Help Topics option displays...
Page 51 CentreVu Explorer II Version 1.0 User Guide Introduction Types of Help 1-41 The following is an example of a Help Topic: 3. To exit the Help Topics screen, close the browser window.
Page 52: About
CentreVu Explorer II Version 1.0 User Guide Introduction Types of Help 1-42 About The About option details the elements used within CentreVu Explorer II to perform the query and display functions. To access information about the application, do the following: 1.
Page 53: Logout Or Exit
CentreVu Explorer II Version 1.0 User Guide Introduction Types of Help 1-43 Logout or Exit The Logout option ends your work, but does not exit you out of the application. To completely quit the application, you must select the Exit option.
Page 54: Exiting The Application
CentreVu Explorer II Version 1.0 User Guide Introduction Types of Help 1-44 Exiting the Application From the CentreVu Explorer II application, select the Exit option from the Navigator frame. Select Exit...
Page 55 CentreVu Explorer II Version 1.0 User Guide Introduction Types of Help 1-45 The CentreVu Explorer II application quits running on the desktop client and the “Starting Explorer II..” screen displays:...
Page 56: A Quick Start To Centrevu Explorer Ii
CentreVu Explorer II Version 1.0 User Guide Introduction A Quick Start to CentreVu Explorer II 1-46 A Quick Start to CentreVu Explorer II If you are an experienced CentreVu Explorer user, click on the following options from the Navigator frame.
Page 57: Administration
CentreVu Explorer II Version 1.0 User Guide Administration Overview CentreVu CentreVu Explorer Explorer Administration Overview ® This section describes how to administer the features of CentreVu Explorer II and describes how to customize the CentreVu Explorer II for call centers. Examples are provided for each administrable feature.
Page 58: Accessing Administration Program
CentreVu Explorer II Version 1.0 User Guide Administration Accessing Administration Program Accessing Administration Program To access system administration, click on the Administration option from the Navigation menu. The following frame displays: Select Administration The Administration options you can view are dependent on your administrative...
Page 59: Administering Elements
CentreVu Explorer II Version 1.0 User Guide Administration Administering Elements Administering Elements By clicking on Administration on the navigation frame, the following submenu options appear: Select Administration Administration Submenu From the Administration submenu, you can administer: Synonyms—administrable elements (such as Agent, VDN, Vector, and others).
Page 60 CentreVu Explorer II Version 1.0 User Guide Administration Administering Elements Some of the administrable elements in CentreVu Explorer II are synonyms in the CMS—Agents, VDNs, and Vectors. The synonyms are set to flow automatically from the CMS to CentreVu Explorer II. This flow updates the synonyms automatically.
Page 61 CentreVu Explorer II Version 1.0 User Guide Administration Administering Elements Security Items—you can modify, add, or expire these through Administration. See the “Promote Queries” in this chapter for details. Promote Queries Promote User Defined Queries to Standard Login Accounts Administer Login Names...
Page 62: Agent Name-Example
CentreVu Explorer II Version 1.0 User Guide Administration Administering Elements Agent Name—Example The Agent Names administration includes all of the buttons, fields, and check boxes available to administer elements, therefore, it is used as an example. To administer the agent names, do the following: 1.
Page 63 CentreVu Explorer II Version 1.0 User Guide Administration Administering Elements The Administer Agent Names window displays: Names of Synonyms IDs of Synonyms 3. Select the Management System you want to administer. 4. Select the Automatic Call Distribution (ACD) you want to administer.
Page 64: Administering Synonyms
CentreVu Explorer II Version 1.0 User Guide Administration Administering Synonyms 7. Check or uncheck the Show Expired Entries box. If checked, you see all the expired entries. You know these are expired because you see an (e) after the ID.
Page 65: Promoting Queries
CentreVu Explorer II Version 1.0 User Guide Administration Administering Synonyms Promoting Queries Standard Queries are queries that are available to all users. All pre-populated data appears in the search criteria frame. A user with promote query rights may add or delete queries to the Standard Query window.
Page 66 CentreVu Explorer II Version 1.0 User Guide Administration Administering Synonyms 2-10 3. In the Promote User Defined Queries to Standard frame, select the account of the user who created the query in the User Login Queries drop-down box. The following displays:...
Page 67 CentreVu Explorer II Version 1.0 User Guide Administration Administering Synonyms 2-11 4. Select (by highlighting) the query or queries that you want to make standard. Select the query to promote. Press the Promote button. 5. Select the Promote button. This causes the queries you promote from User...
Page 68 CentreVu Explorer II Version 1.0 User Guide Administration Administering Synonyms 2-12 6. To view the query you just promoted, select the Standard Queries option on the Navigation frame. The newly promoted query displays:...
Page 69: Login Accounts
CentreVu Explorer II Version 1.0 User Guide Administration Administering Synonyms 2-13 Login Accounts The Login Accounts section of CentreVu Explorer II Administration allows one or more administrators to control access to CentreVu Explorer II. Because the CentreVu Explorer II server can be accessed from any frame compliant web browser, any user who knows the host name or the Internet Protocol (IP) address of the CentreVu Explorer II server can gain access to the product.
Page 70: Administering Login Names
CentreVu Explorer II Version 1.0 User Guide Administration Administering Synonyms 2-14 Administering Login Names You must have administration permission to Administer Login Names. To administer the login names, do the following: 1. From the Navigator frame, select the Administration option.
Page 71 CentreVu Explorer II Version 1.0 User Guide Administration Administering Synonyms 2-15 2. From the Administration menu, select the Login Accounts submenu option. The following window displays: Select Login Accounts Select Modify, Add, or Delete 3. To gain access to the Login Accounts information, you must supply a valid Administration account name and password that has administration permissions.
Page 72 CentreVu Explorer II Version 1.0 User Guide Administration Administering Synonyms 2-16 4. From the Administer Login Names frame, you can Modify or Add to the list of names or Delete names. See the next sections for details. Select Modify, Add,...
Page 73: Add Login Names
CentreVu Explorer II Version 1.0 User Guide Administration Administering Synonyms 2-17 Add Login Names To add login names, do the following: 1. On the Administer Login Names frame, select the Add button. Select...
Page 74 CentreVu Explorer II Version 1.0 User Guide Administration Administering Synonyms 2-18 The Create Logins frame displays: 2. All of the existing accounts are contained in the list box. At a minimum, the built-in Administration account is listed. Any account can be added if you have administration permissions.
Page 75 CentreVu Explorer II Version 1.0 User Guide Administration Administering Synonyms 2-19 4. Check the box(es) for the synonyms you want the owner of the new login to be able to modify. For example: Modify Logins Modify Agents Modify VDNs Modify Vectors...
Page 76: Modify Login Names
CentreVu Explorer II Version 1.0 User Guide Administration Administering Synonyms 2-20 The “all” allows you to see all of the items available. If you want the owner of the new login to view only certain items, then select only those specific CMSs, ACDs, and Splits.
Page 77 CentreVu Explorer II Version 1.0 User Guide Administration Administering Synonyms 2-21 2. Select the Modify button. Select Modify...
Page 78 CentreVu Explorer II Version 1.0 User Guide Administration Administering Synonyms 2-22 The Edit Logins: administration frame displays with a previously set login defaulted to the screen: 3. On the Edit Logins: administration frame, enter the information for: Password Confirm. The Login and checked boxes are displayed with their pre-selected settings.
Page 79: Delete An Account
CentreVu Explorer II Version 1.0 User Guide Administration Administering Synonyms 2-23 Delete an Account To delete an account, do the following: 1. Access the Administer Accounts window. 2. Choose the account (by highlighting) you want to delete. 3. Click the Delete button. The following window appears: 4.
Page 80: Change The Password
CentreVu Explorer II Version 1.0 User Guide Administration Administering Synonyms 2-24 Change the Password To administer the password, do the following: 1. From the Navigator frame, select the Administration option. 2. From the Administration menu, select the Change Password submenu option.
Page 81 CentreVu Explorer II Version 1.0 User Guide Administration Administering Synonyms 2-25 When first logging onto the system, the default “admin” Login (account information) is displayed. It is strongly recommended that the CentreVu Explorer II Note: administrator change this password immediately to prevent unauthorized access to CentreVu Explorer II.
Page 82 CentreVu Explorer II Version 1.0 User Guide Administration Administering Synonyms 2-26...
Page 83: Explorer Classic
CentreVu Explorer II Version 1.0 User Guide Explorer Classic Overview CentreVu CentreVu Explorer Explorer Explorer Classic Overview This chapter describes how and why you would want to use the Explorer Classic program. Explorer Classic allows you to use the original version of CentreVu Explorer, but adds some of the new functionality of CentreVu Explorer II.
Page 84: Using Explorer Classic
CentreVu Explorer II Version 1.0 User Guide Explorer Classic Using Explorer Classic Using Explorer Classic To use the Explorer Classic program, do the following: 1. Access Explorer Classic 2. Administer Set Session Display (if you want to see something other than the default options) 3.
Page 85: Accessing Explorer Classic
CentreVu Explorer II Version 1.0 User Guide Explorer Classic Using Explorer Classic Accessing Explorer Classic 1. Log in to CentreVu Explorer II. For details about how to do this, see Chapter 1, “Introduction.” 2. In the Navigation frame, click on the Explorer Classic option to open the Explorer Classic program.
Page 86: Administering Set Session Display
CentreVu Explorer II Version 1.0 User Guide Explorer Classic Using Explorer Classic Administering Set Session Display Set Session Display is a feature that allows you to select a customized set of data elements for use during the current session. Each time you use Custom Query Builder to create a User defined Query, you create a new Session Display.
Page 87 CentreVu Explorer II Version 1.0 User Guide Explorer Classic Using Explorer Classic 3. Click on Save this Display and the following displays: 4. The Session Display you selected becomes the Current Session Display for all Explorer Classic queries for your login. When you want to change the current display, select a different Session Display and save it.
Page 88: Selecting Elements
CentreVu Explorer II Version 1.0 User Guide Explorer Classic Using Explorer Classic Selecting Elements In the Element Selection frame, do the following: 1. Check the appropriate query elements for your search. For a description of the Element Selection frame, see Chapter 1, “Introduction,” for details. For definitions of each query element, see the Appendix, “Query Elements,”...
Page 89: Selecting Search Criteria
CentreVu Explorer II Version 1.0 User Guide Explorer Classic Using Explorer Classic Selecting Search Criteria In the Search Criteria frame, do the following: 1. Select all desired search criteria. See Chapter 1, “Introduction,” for details. 2. From the Display Options drop-down box, set up the display options (Session Display, Agent Information, Call Information, or All Columns).
Page 90: Viewing Results
CentreVu Explorer II Version 1.0 User Guide Explorer Classic Using Explorer Classic Viewing Results After providing the Search Criteria information, you can view the results of the query. To display the results of a query, press the Find Results button from the Search Criteria frame.
Page 91: Saving The Query
CentreVu Explorer II Version 1.0 User Guide Explorer Classic Using Explorer Classic Saving the Query After providing the Search Criteria information, you can save this query for future use by doing the following: 1. In the Query Criteria frame, press the Modify button. The Custom Query...
Page 92 CentreVu Explorer II Version 1.0 User Guide Explorer Classic Using Explorer Classic 3-10 2. From this window, select the Format Criteria tab and the following displays: 3. To save the query, click the OK button. Note: If you choose to make any changes to the query, you can rename and save it by clicking OK.
Page 93: Agent In Focus Queries
CentreVu Explorer II Version 1.0 User Guide Agent in Focus Queries Overview CentreVu CentreVu Explorer Explorer Agent in Focus Queries Overview This section describes using predefined queries relating to a specific agent. ® The Agent in Focus Queries section of CentreVu Explorer II provides multiple reports about an agent’s activities.
Page 94: Agent In Focus Queries
CentreVu Explorer II Version 1.0 User Guide Agent in Focus Queries Agent in Focus Queries Agent in Focus Queries From the Agent in Focus Queries option in the Navigation frame, select the report you want to access from the Agent in Focus Queries submenu. For example:...
Page 95: Using Agent In Focus Queries
CentreVu Explorer II Version 1.0 User Guide Agent in Focus Queries Agent in Focus Queries Using Agent in Focus Queries New queries can be built by the user and either saved as a user query or promoted to a standard query in CentreVu Explorer II. See Chapter 6, “Standard or User-Defined Queries,”...
Page 96: Accessing Agent In Focus Queries
CentreVu Explorer II Version 1.0 User Guide Agent in Focus Queries Agent in Focus Queries Accessing Agent in Focus Queries From the Navigation Frame of CentreVu Explorer II application, click on the Agent in Focus Queries option. The following submenu options display:...
Page 97: Agent On-Hold Report
CentreVu Explorer II Version 1.0 User Guide Agent in Focus Queries Agent in Focus Queries Agent On-Hold Report The Agent On-Hold report provides details about the agent’s tendency to place callers on hold. As with all Agent in Focus Queries reports, selecting this report provides the appropriate Search Criteria elements to run the report.
Page 98 CentreVu Explorer II Version 1.0 User Guide Agent in Focus Queries Agent in Focus Queries 4. After entering the Search Criteria elements for the agent and clicking on Find Results, the results window is displayed. This is the Cradle-to-Grave icon.
Page 99 CentreVu Explorer II Version 1.0 User Guide Agent in Focus Queries Agent in Focus Queries Abandoned From Hold—Yes/No value indicating if the caller abandoned from hold. ii Digits—The information indicator (ii) digits received from the public network through an integrated services digital network (ISDN) communication.
Page 100: Transferred Call Report
CentreVu Explorer II Version 1.0 User Guide Agent in Focus Queries Agent in Focus Queries Transferred Call Report The Transferred Call report provides details on the answering agent’s transfer history. Listed are all call events when the agent transferred the call to a measured or unmeasured location.
Page 101 CentreVu Explorer II Version 1.0 User Guide Agent in Focus Queries Agent in Focus Queries Transferred—Indicates if the call was transferred by the answering agent to another measured or unmeasured location. Calling Party—The originating number of the calling party. This number can be the ANI, the internal extension number, or the trunk equipment location.
Page 102: After Call Work Report
CentreVu Explorer II Version 1.0 User Guide Agent in Focus Queries Agent in Focus Queries 4-10 After Call Work Report The After Call Work report provides details on after call work activities for an agent. For the After Call Work report, select an agent and after call work time. After call work is specified in seconds.
Page 103 CentreVu Explorer II Version 1.0 User Guide Agent in Focus Queries Agent in Focus Queries 4-11 After Call Work—The time the agent is in the After Call Work state for the call. Segment Number—Identifies which part of the call the data describes.
Page 104: Conferenced Calls Report
CentreVu Explorer II Version 1.0 User Guide Agent in Focus Queries Agent in Focus Queries 4-12 Conferenced Calls Report The Conference Call report provides details on calls which an agent conferenced to either a measured or unmeasured location. Click on Find Results to display results.
Page 105 CentreVu Explorer II Version 1.0 User Guide Agent in Focus Queries Agent in Focus Queries 4-13 Calling Party—The originating number of the calling party. This number can be the ANI, the internal extension number, or the trunk equipment location. Dialed Number—The dialed digits received from the network or ECS/switch.
Page 106: Customer/Calling Party Report
CentreVu Explorer II Version 1.0 User Guide Agent in Focus Queries Agent in Focus Queries 4-14 Customer/Calling Party Report The Customer/Calling Party report allows you to query on specific answering agent calls from a unique “calling” party number. The calling party number may be an ANI for external calls or an extension for internal calls.
Page 107 CentreVu Explorer II Version 1.0 User Guide Agent in Focus Queries Agent in Focus Queries 4-15 The following items are included in the Customer/Calling report: Call ID—The identifier of the call record as generated by the ECS/switch. ACD—The number of the ACD for the call.
Page 108: Application/Vdn Report
CentreVu Explorer II Version 1.0 User Guide Agent in Focus Queries Agent in Focus Queries 4-16 Application/VDN Report The Application/VDN report identifies agent calling behavior to specific internal applications. These applications are identified by the internal VDN assigned to the dialed digits of the call.
Page 109 CentreVu Explorer II Version 1.0 User Guide Agent in Focus Queries Agent in Focus Queries 4-17 Dialed Number—The dialed digits received from the network or ECS/switch. These digits are often the VDN and/or DNIS for the call. Agent Released—Indicates whether the agent released this call from the agent’s...
Page 110: Information Indicator Report
CentreVu Explorer II Version 1.0 User Guide Agent in Focus Queries Agent in Focus Queries 4-18 Information Indicator Report The Information Indicator report lets you query on specific calling party ii digits. Click on Find Results to display results. The following items are included in the Information Indicator report: Call ID—The identifier of the call record as generated by the ECS/switch.
Page 111 CentreVu Explorer II Version 1.0 User Guide Agent in Focus Queries Agent in Focus Queries 4-19 Dialed Number—The dialed digits received from the network or ECS/switch. These digits are often the VDN and/or DNIS for the call. Calling Party—The originating number of the calling party. This number can be either the ANI, the internal extension number, or the trunk equipment location.
Page 112: Assistance Requested Report
CentreVu Explorer II Version 1.0 User Guide Agent in Focus Queries Agent in Focus Queries 4-20 Assistance Requested Report The Assistance Requested report shows all records in which the particular agent requested assistance from a supervisor. Click on Find Results to display results.
Page 113 CentreVu Explorer II Version 1.0 User Guide Agent in Focus Queries Agent in Focus Queries 4-21 Calling Party—The originating number of the calling party. This number can be the ANI, the internal extension number, or the trunk equipment location. ii Digits—The information indicator (ii) digits received from the public network via ISDN communication.
Page 114: Service Observed Report
CentreVu Explorer II Version 1.0 User Guide Agent in Focus Queries Agent in Focus Queries 4-22 Service Observed Report The Service Observed report shows all instances when an agent was service observed. Click on Find Results to display results. The following items are included in the Service Observed report: Call ID—The identifier of the call record as generated by the ECS/switch.
Page 115 CentreVu Explorer II Version 1.0 User Guide Agent in Focus Queries Agent in Focus Queries 4-23 Calling Party—The originating number of the calling party. This number can be the ANI, the internal extension number, or the trunk equipment location. ii Digits—The information indicator (ii) digits received from the public network through ISDN communication.
Page 116: Originating Reason Report
CentreVu Explorer II Version 1.0 User Guide Agent in Focus Queries Agent in Focus Queries 4-24 Originating Reason Report The Originating Reason report allows you to query events for a particular Originating Reason Code as entered by the agent. Click on Find Results to display results.
Page 117 CentreVu Explorer II Version 1.0 User Guide Agent in Focus Queries Agent in Focus Queries 4-25 Original Reason Code—The Reason Code entered by the agent as the Originating Reason Code for the call. After Call Work—The time the agent is in the After Call Work state for the call.
Page 118: Agent-To-Agent Report
CentreVu Explorer II Version 1.0 User Guide Agent in Focus Queries Agent in Focus Queries 4-26 Agent-to-Agent Report The Agent-to-Agent report provides details on calls placed from an originating agent to an answering agent. Click on Find Results to display results.
Page 119 CentreVu Explorer II Version 1.0 User Guide Agent in Focus Queries Agent in Focus Queries 4-27 Transferred—Indicates if the call was transferred by the answering agent to another measured or unmeasured location. Conferenced—Indicates if the call was conferenced by the answering agent to...
Page 120: Direct Agent Queued
CentreVu Explorer II Version 1.0 User Guide Agent in Focus Queries Agent in Focus Queries 4-28 Direct Agent Queued The Direct Agent Queued report shows all calls that were placed as direct agent queued calls. Click on Find Results to display results.
Page 121 CentreVu Explorer II Version 1.0 User Guide Agent in Focus Queries Agent in Focus Queries 4-29 In Queue Wait Time—The time the caller waited in queue prior to the call being answered or the caller abandoned from queue. Calling Party—The originating number of the calling party. This number can be...
Page 122: Malicious Call
CentreVu Explorer II Version 1.0 User Guide Agent in Focus Queries Agent in Focus Queries 4-30 Malicious Call The Malicious Call report identifies all calls for which the particular agent activated a malicious call trace through the agent terminal. Click on Find Results to display results.
Page 123 CentreVu Explorer II Version 1.0 User Guide Agent in Focus Queries Agent in Focus Queries 4-31 Malicious—Indicates if the agent initiated a malicious call trace from the agent’s terminal. Calling Party—The originating number of the calling party. This number can be the ANI, the internal extension number, or the trunk equipment location.
Page 124: Audio Problems
CentreVu Explorer II Version 1.0 User Guide Agent in Focus Queries Agent in Focus Queries 4-32 Audio Problems The Audio Problems report identifies all calls for which the particular agent identified as having an audio problem through the agent terminal. Click on Find Results to display results.
Page 125 CentreVu Explorer II Version 1.0 User Guide Agent in Focus Queries Agent in Focus Queries 4-33 Audio Problem—Indicates if the agent indicated an audio problem for the call. Calling Party—The originating number of the calling party. This number can be the ANI, the internal extension number, or the trunk equipment location.
Page 126 CentreVu Explorer II Version 1.0 User Guide Agent in Focus Queries Agent in Focus Queries 4-34...
Page 127: Custom Query Builder
CentreVu Explorer II Version 1.0 User Guide Custom Query Builder Overview CentreVu CentreVu Explorer Explorer Custom Query Builder Overview This chapter describes how call center managers can use Custom Query Builder as a tool to build queries to solve problems that can be re-used and modified for Agent- in-Focus Queries or for other existing queries.
Page 128: Custom Query Builder Overview
CentreVu Explorer II Version 1.0 User Guide Custom Query Builder Custom Query Builder Overview Custom Query Builder Overview The process for using Custom Query Builder is: 1. Loading Java™ Plug-in, if needed 2. Accessing Custom Query Builder 3. Setting up User-Defined queries 4.
Page 129: Using Custom Query Builder
CentreVu Explorer II Version 1.0 User Guide Custom Query Builder Using Custom Query Builder Using Custom Query Builder With CentreVu Explorer II’s Custom Query Builder, call center managers can create new types of queries with a wide variety of conditions and then save these queries (for example, comparison operators, and groupings, and the and/or type conditions).
Page 130: Loading Java Plug-In (Optional)
CentreVu Explorer II Version 1.0 User Guide Custom Query Builder Using Custom Query Builder The following is an example of a non-conforming browser: The red “X” indicates the browser is non-conforming. If your browser is non-conforming, see the next section “Loading Java Plug-in (Optional).”...
Page 131 CentreVu Explorer II Version 1.0 User Guide Custom Query Builder Using Custom Query Builder 3. From the Splash Screen Frame, select the Session and License Details link. (See the “Setting Up CentreVu Explorer II” section in Chapter 1, “Introduction” for details.) The following information displays:...
Page 132: Installing The Java Plug-In On Your Pc
CentreVu Explorer II Version 1.0 User Guide Custom Query Builder Using Custom Query Builder If your screen display is blank after you try to launch the Custom Query Builder program, then the Java plug-in needs to be installed on your computer.
Page 133 CentreVu Explorer II Version 1.0 User Guide Custom Query Builder Using Custom Query Builder The following information displays: 2. From the Locale drop-down box, select the language (for example, U.S. English). 3. From the Region drop-down box, select the region (for example, USA).
Page 134 CentreVu Explorer II Version 1.0 User Guide Custom Query Builder Using Custom Query Builder The following information displays: When the downloading is complete, the following information displays: 6. To accept the licensing agreement, press Yes.
Page 135 CentreVu Explorer II Version 1.0 User Guide Custom Query Builder Using Custom Query Builder The Choose Destination Location screen displays: 7. Use the Browse button to select the destination folder where you want to install the Java Plug-in. The default destination is recommended.
Page 136 CentreVu Explorer II Version 1.0 User Guide Custom Query Builder Using Custom Query Builder 5-10 The following screen displays: When the Java plug-in is setup, you can access Custom Query Builder application.
Page 137: Accessing Custom Query Builder
CentreVu Explorer II Version 1.0 User Guide Custom Query Builder Using Custom Query Builder 5-11 Accessing Custom Query Builder To access Custom Query Builder, select Custom Query Builder from the navigation frame. The following screen displays: Select Custom Query Builder The Query Builder applet does the following: Enables you to name/rename queries.
Page 138: Setting Up User-Defined Queries
CentreVu Explorer II Version 1.0 User Guide Custom Query Builder Using Custom Query Builder 5-12 Setting Up User-Defined Queries From the Navigation frame, select “User Defined Queries” to see a list of custom queries. Any time a custom query is created and saved, it appears in this list for future use.
Page 139 CentreVu Explorer II Version 1.0 User Guide Custom Query Builder Using Custom Query Builder 5-13 Answering Agent.This query will return results where the on-hold time was greater than or equal to 222 seconds and the answering agent was 660 in ACD #1.
Page 140: Building Queries
CentreVu Explorer II Version 1.0 User Guide Custom Query Builder Using Custom Query Builder 5-14 Building Queries The two-column format is familiar to most Windows users and lets users create custom queries using any or all of the available External Call History data elements in the CentreVu Explorer II database.
Page 141 CentreVu Explorer II Version 1.0 User Guide Custom Query Builder Using Custom Query Builder 5-15 4. Select the tab you want to use: Display Fields tab Criteria Fields tab Format Criteria tab. The next sections provide details about how to use each of these tabs to build a...
Page 142: Display Fields Tab
CentreVu Explorer II Version 1.0 User Guide Custom Query Builder Using Custom Query Builder 5-16 Display Fields Tab The first step in building a Custom Query is to click on the Display Fields tab. The Display Fields tab provides a list of data elements on the left side of the screen.
Page 143 CentreVu Explorer II Version 1.0 User Guide Custom Query Builder Using Custom Query Builder 5-17 2. Highlight the data elements in the left column list that you want to include in the right column list. These are the data elements that you want to gather information on for your query.
Page 144: Criteria Fields Tab
CentreVu Explorer II Version 1.0 User Guide Custom Query Builder Using Custom Query Builder 5-18 Criteria Fields Tab The second step in building a Custom Query is to select the Criteria Fields tab. The Criteria Fields tab works similarly to the Display Fields tab. However, the information on the Criteria Fields tab is used to narrow your search of the data elements previously selected on the Display Fields tab.
Page 145 CentreVu Explorer II Version 1.0 User Guide Custom Query Builder Using Custom Query Builder 5-19 The list (on the right side) establishes the columns (and column order) of the query results displayed. The items selected for the display are shown in the exact order selected.
Page 146: Format Criteria Tab
CentreVu Explorer II Version 1.0 User Guide Custom Query Builder Using Custom Query Builder 5-20 Format Criteria Tab The final step in building a custom query is to define the parameters of the query criteria. As with all CentreVu Explorer II queries (Custom, Standard, and Explorer Classic) a wide range of conditional variables (And/Or, <, >, >=, <=, , and Group...
Page 147 CentreVu Explorer II Version 1.0 User Guide Custom Query Builder Using Custom Query Builder 5-21 2. Select the Query Fields in the pull-down menu. To get to subsequent items on the form, click on the first item and then arrow down to select the second item.
Page 148 CentreVu Explorer II Version 1.0 User Guide Custom Query Builder Using Custom Query Builder 5-22 4. Select the Group by Parenthesis displayed in the pull-down menu. Complex queries are easily created by using “groupings” with the parentheses functions ( ) or the combination of “AND” and “OR” functions. These fields can be used as many times as desired.
Page 149 CentreVu Explorer II Version 1.0 User Guide Custom Query Builder Using Custom Query Builder 5-23 6. Select the Conditional Operators (=, , >, <, >=, =<) displayed in the pull- down menu. You can choose any combination of the multiple criteria format options.
Page 150 CentreVu Explorer II Version 1.0 User Guide Custom Query Builder Using Custom Query Builder 5-24 7. When you are finished, select either the OK or Reset button. OK button—allows you to save the custom queries. The top of the Query Builder frame asks for a name under which to save the custom query.
Page 151: Standard And User-Defined Queries
CentreVu Explorer II Version 1.0 User Guide Standard and User-Defined Queries Overview CentreVu CentreVu Explorer Explorer Standard and User- Defined Queries Overview This chapter describes how to create and use Standard and User-Defined queries. Standard Queries work similarly to User-Defined Queries. User-Defined queries are those queries that each user creates for their own use through Custom Query Builder.
Page 152: Accessing Standard Or User-Defined Queries
CentreVu Explorer II Version 1.0 User Guide Standard and User-Defined Queries Accessing Standard or User-Defined Queries Accessing Standard or User-Defined Queries The first time you access Standard or User-Defined Queries, no queries are available to view. After you build queries in Custom Query Builder you can view the queries in User-Defined queries.
Page 153 CentreVu Explorer II Version 1.0 User Guide Standard and User-Defined Queries Accessing Standard or User-Defined Queries To access Standard Queries, click on the Standard Queries from the navigation frame: Select Standard Queries...
Page 154: Using Standard Or User-Defined Queries
CentreVu Explorer II Version 1.0 User Guide Standard and User-Defined Queries Using Standard or User-Defined Queries Using Standard or User-Defined Queries All queries built in Custom Query Builder are displayed in the User-Defined main window. Selecting a User-Defined Query displays the Query Criteria frame using the elements that were previously specified in Query Builder.
Page 155: Setting A User-Defined Query As A Standard Query
CentreVu Explorer II Version 1.0 User Guide Standard and User-Defined Queries Using Standard or User-Defined Queries Setting a User-Defined Query as a Standard Query Standard Queries are available to all users. A user can select any query in the Standard Query main window. All pre-populated data appears in the search criteria frame.
Page 156: Providing Search Criteria
CentreVu Explorer II Version 1.0 User Guide Standard and User-Defined Queries Providing Search Criteria Providing Search Criteria See Chapter 1, “Introduction,” and Chapter 3, “Explorer Classic,” for examples of: Displaying Options Finding Results Modifying Results.
Page 157: Sample Queries
CentreVu Explorer II Version 1.0 User Guide Sample Queries Overview CentreVu CentreVu Explorer Explorer Sample Queries Overview This chapter provides you with some sample business-case scenarios for using CentreVu Explorer II. This chapter expands on the reasons mentioned in Chapter 1, “Introduction,”...
Page 158: Sample Queries
CentreVu Explorer II Version 1.0 User Guide Sample Queries Sample Queries Sample Queries The following examples shows the results of a query built using CentreVu Explorer II. Abandon Call Analysis Sample Query Efficient Automatic Number Identification (ANI) Analysis Query Special Call Treatment Query Cell Phone Analysis Query Cradle-to-Grave Reporting Query.
Page 159: Abandon Call Analysis Sample Query
CentreVu Explorer II Version 1.0 User Guide Sample Queries Sample Queries Abandon Call Analysis Sample Query One of the worst things that can happen to a call center, is to have a caller abandon from hold. They have already waited through the queue, talked to an agent, and then hang-up.
Page 160: Efficient Automatic Number Identification (Ani) Analysis Query
CentreVu Explorer II Version 1.0 User Guide Sample Queries Sample Queries Efficient Automatic Number Identification (ANI) Analysis Query CentreVu Explorer II uses wild cards to help you with your query. The use of wild cards can be made with calling party (ANI), to help you determine where your calls are coming from.
Page 161: Special Call Treatment
CentreVu Explorer II Version 1.0 User Guide Sample Queries Sample Queries Special Call Treatment Many call centers have rules concerning agent call handling procedures. For instance, agents are not supposed to release or transfer a call and agents should conference calls. Agents are not supposed to let their After Call Work Time exceed 1 minute.
Page 162: Cell Phone Analysis
CentreVu Explorer II Version 1.0 User Guide Sample Queries Sample Queries Cell Phone Analysis You can use Information Indicators (ii digits) to compare calls from a cell phone versus a non-cell phone. Perhaps you suspect that callers from a cell phone are abandoned at a higher rate.
Page 163: Cradle-To-Grave Reporting Query
CentreVu Explorer II Version 1.0 User Guide Sample Queries Sample Queries Cradle-To-Grave Reporting Query A typical call center manager’s job is to take calls from upset customers. Perhaps a call comes in, and the caller says something like, “I called your company yesterday, and got the rudest agent, the agent was rude, and put me on hold for a long time.”...
Page 164 CentreVu Explorer II Version 1.0 User Guide Sample Queries Sample Queries...
Page 165: Query Results
CentreVu Explorer II Version 1.0 User Guide Query Results Overview CentreVu CentreVu Explorer Explorer Query Results Overview This chapter describes the elements that display in the Query Results window and describes the elements that appear in a cradle-to-grave display from records returned from a query.
Page 166: Exporting To A File
CentreVu Explorer II Version 1.0 User Guide Query Results Exporting to a File Exporting to a File Creating customized reports using CentreVu Explorer II data is as easy as checking a box labeled “Save to File.” This allows you to save the output of any CentreVu Explorer II query to a file and then import the data to a spreadsheet, database, or word processing program for reporting and formatting.
Page 167 CentreVu Explorer II Version 1.0 User Guide Query Results Exporting to a File 2. From the “Session Display” window, save the grid results to a file by clicking the Save to File icon. This is the Save to File icon.
Page 168 CentreVu Explorer II Version 1.0 User Guide Query Results Exporting to a File The Save As dialogue box displays: 3. In the File name field, enter the name of the file. 4. Using the Save in drop down menu, select the directory where you want to save the file.
Page 169: Printing Query Results
CentreVu Explorer II Version 1.0 User Guide Query Results Printing Query Results Printing Query Results You can print the query results to any printer that is set up for your computer. To print query results, do the following: 1. Run Query Builder (also available through Explorer Classic, Agent in Focus Queries, or User-Defined Queries).
Page 170 CentreVu Explorer II Version 1.0 User Guide Query Results Printing Query Results 2. From the “Session Display” window, click on the Print icon. This is the Print icon.
Page 171 CentreVu Explorer II Version 1.0 User Guide Query Results Printing Query Results The Print window displays: 3. From the Name drop down menu, use the down arrow to select the printer. 4. Click on the OK button.
Page 172: Creating Cradle-To-Grave Reports
CentreVu Explorer II Version 1.0 User Guide Query Results Creating Cradle-to-Grave Reports Creating Cradle-to-Grave Reports This section describes how to access and use CentreVu Explorer II Cradle-to-Grave reports. Accessing Cradle-to-Grave Reports To access the Cradle-to-Grave reports, select the C>G icon from the grid results.
Page 173: Using Cradle-To-Grave Reports
CentreVu Explorer II Version 1.0 User Guide Query Results Creating Cradle-to-Grave Reports Using Cradle-to-Grave Reports You can use Cradle-to-Grave reports to view specific events for each segment of a call. Cradle-To-Grave reports support calls from: One ACD Multiple ACDs within a CMS Multiple CMSs.
Page 174: Cradle-To-Grave Report Analysis
CentreVu Explorer II Version 1.0 User Guide Query Results Cradle-to-Grave Report Analysis 8-10 Cradle-to-Grave Report Analysis The following sections describe the element results (for example, Call Information and Call Handling) that appear in this cradle-to-grave display:...
Page 175: Call Information
CentreVu Explorer II Version 1.0 User Guide Query Results Cradle-to-Grave Report Analysis 8-11 Call Information The following screen displays an example of Call Information: Universal Call ID—The unique number assigned to a call within the customer’s network. Call ID—The unique number assigned to this call and all its segments.
Page 176 CentreVu Explorer II Version 1.0 User Guide Query Results Cradle-to-Grave Report Analysis 8-12 Dialed Number—The number the caller dialed (up to 24 digits). Calling Party ii Digits—The information indicator (ii) digits received from the public network through an integrated services digital network (ISDN).
Page 177: Call Handling
CentreVu Explorer II Version 1.0 User Guide Query Results Cradle-to-Grave Report Analysis 8-13 Call Handling The following screen displays an example of Call Handling information: Call entered at First VDN—The number dialed for this segment. Call started with Vector—The first Vector number pointed to by the incoming VDN.
Page 178 CentreVu Explorer II Version 1.0 User Guide Query Results Cradle-to-Grave Report Analysis 8-14 Call was answered by VDN—Answering number called and answering Vector number. Call answered by—Answering Agent name and Answering Agent login ID. On Split/Skill—The split/skill queued to a Split/Skill as designated for this vector.
Page 179: Multi-Segment Cradle-To-Grave Analysis
CentreVu Explorer II Version 1.0 User Guide Query Results Multi-Segment Cradle-to-Grave Analysis 8-15 Multi-Segment Cradle-to-Grave Analysis The following analysis shows information about a call that was transferred and conferenced prior to completion. On this example, a Cradle-to-Grave is shown for a call that spanned multiple segments.
Page 180 CentreVu Explorer II Version 1.0 User Guide Query Results Multi-Segment Cradle-to-Grave Analysis 8-16...
Page 181: Appendix
CentreVu Explorer II Version 1.0 User Guide Appendix Overview CentreVu CentreVu Explorer Explorer Appendix Overview ® This appendix provides details of the elements CentreVu Explorer II uses to perform the query and display functions. Field descriptions and query options describe each element: Field Description—An overview of the contents of the element.
Page 182: Abandoned From Hold (Holdabn
CentreVu Explorer II Version 1.0 User Guide Appendix Overview Abandoned from Hold (HOLDABN) Field Description This field indicates whether the caller abandoned from hold during the segment. (YES=1/NO=0) With System 85 R2V4 and Generic 2.1, HOLDABN is only used for automatic call distribution (ACD) calls.
Page 183: Automatic Call Distribution (Acd
CentreVu Explorer II Version 1.0 User Guide Appendix Overview Automatic Call Distribution (ACD) Field Description This field contains the ACD number that handled this call. The ACD field contains an integer value between 1 and 4 for R3V5 CMS and prior versions.
Page 184: After Call Work Time (Acwtime
CentreVu Explorer II Version 1.0 User Guide Appendix Overview After Call Work Time (ACWTIME) Field Description This field displays the elapsed time (in seconds) an agent spends in the After Call Work (ACW) state after a call segment. An agent’s terminal may be programmed to automatically be placed in ACW.
Page 185: Agent Released (Agt_Released
CentreVu Explorer II Version 1.0 User Guide Appendix Overview Agent Released (AGT_RELEASED) Field Description This field indicates whether an Automatic Call Distribution (ACD) or a Direct Agent ACD (DACD) call was released first by the agent or by the caller.
Page 186: Agent Talk Time (Talktime
CentreVu Explorer II Version 1.0 User Guide Appendix Overview Agent Talk Time (TALKTIME) Field Description This field is the total talk time (in seconds) for the answering agent in the segment. Query Options The query returns results with agent talk time greater than the number of...
Page 187: Answering Agent (Agent_Name
CentreVu Explorer II Version 1.0 User Guide Appendix Overview Answering Agent (AGENT_NAME) Field Description This field is the name and Login ID of the agent who answered the call in the segment. Names must be administered with a corresponding Login ID (ANSLOGIN) to be listed in this field.
Page 188: Answering Disposition (Disposition
CentreVu Explorer II Version 1.0 User Guide Appendix Overview Answering Disposition (DISPOSITION) Field Description This field indicates the disposition of the call. 1. Connected—A non-ACD call connected to a measured agent. 2. Answered—A split/skill or direct agent ACD call that CentreVu CMS indicates was answered by an agent.
Page 189: Answering Reason Code (Ansreason
CentreVu Explorer II Version 1.0 User Guide Appendix Overview Answering Reason Code (ANSREASON) Field Description This field is the reason code for the Auxiliary (AUX) state of the agent who answered the call. Query Options Select a reason code from a drop-down list box that displays all distinct reason...
Page 190: Answering Split (Dispsplit
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-10 Answering Split (DISPSPLIT) Field Description This field is the number of the split or skill associated with the call at its disposition in the segment. Calls that were not queued to a split or skill at the time of disposition are set to -1.
Page 191: Answering Vdn (Dispvdn
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-11 Answering VDN (DISPVDN) Field Description This field displays the number of the VDN associated with the call at its disposition for the call segment. DISPVDN is blank for calls not associated with a VDN at their disposition.
Page 192: Answering Vector (Dispivector
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-12 Answering Vector (DISPIVECTOR) Field Description This field is the number of the first vector associated with the disposition VDN (DISPVDN). The number is 0 if no vector is involved. Query Options The query returns results associated with the vector number entered in the text box.
Page 193: Assistance Requested (Assist
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-13 Assistance Requested (ASSIST) Field Description This field is when a call is supervisor assisted if the answering agent in this segment requested supervisor assistance on this call. Query Options Select one of the following choices from the drop-down list box: —...
Page 194: Audio Problem (Audio
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-14 Audio Problem (AUDIO) Field Description This field is 1 if the answering agent reported an audio problem in the segment. Query Options Select one of the following choices from the drop-down list box: —...
Page 195: Call Id (Callid
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-15 Call ID (CALLID) Field Description A number assigned to this call and all its segments. Note that in the case of a conference or transfer, when the data for the...
Page 196: Caller Abandoned (Disposition=3
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-16 Caller Abandoned (DISPOSITION=3) Field Description This field indicates if a caller abandoned from queue or any other state prior to being answered by an agent. This is equivalent to the Answering Disposition equal to a value of 3.
Page 197: Caller-On-Hold Time (Ansholdtime
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-17 Caller-on-Hold Time (ANSHOLDTIME) Field Description The total time (in seconds) the call was put on hold by the answering agent in this call segment. Note that in agent-to-agent calls, ANSHOLDTIME is accrued for the...
Page 198: Calling Party (Calling_Pty
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-18 Calling Party (CALLING_PTY) Field Description The Automatic Number Identification (ANI)/Station Identification (SID) (Generic 2.2 or Generic 3 Version 4 switches or the ECS with ANI delivery), extension or trunk equipment location identifying the originator of the call. This field is blank if the trunk is not measured or, for internal calls, if the originating extension is not measured.
Page 199: Call Work Code (Lastcwc
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-19 Call Work Code (LASTCWC) Field Description This field is the last call work code entered by the answering agent in this segment. This item applies to Generic 2.2, Generic 3, and ECS only.
Page 200: Customer Info (Lastdigits
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-20 Customer Info (LASTDIGITS) Field Description This field contains the data placed in the uui field of an ISDN PRI message. The data may be customer entered digits passed through an ISDN call such as a customer account number or network menu choice.
Page 201: Collected Digits (Lastdigits
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-21 Collected Digits (LASTDIGITS) Field Description This field contains the last set of collected digits sent to CentreVu CMS for this call. These digits are collected during call vectoring during the call prompting steps.
Page 202: Conference Call (Conference
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-22 Conference Call (CONFERENCE) Field Description This field indicates if the agent initiated a conference in the segment. The CONFERENCE field is 1 if the answering agent initiated a conference in the segment.
Page 203: Dialed Number (Dialed_Num
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-23 Dialed Number (DIALED_NUM) Field Description This field contains the number that the caller dialed. For inbound calls with vectoring, this number is the VDN associated with the call. For inbound calls without vectoring, this number is 0.
Page 204: Direct Agent Queued (Da_Queued
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-24 Direct Agent Queued (DA_QUEUED) Field Description This field indicates whether the call was queued as a direct agent call. The DA_QUEUED field is 1 if the call was queued as a direct agent call. This database item applies to Generic 3 with EAS only.
Page 205: Duration (Duration
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-25 Duration (DURATION) Field Description This field contains the duration of a segment of the total time the trunk is in use. This is the overall trunk holding time from the beginning of the segment until the caller is disconnected.
Page 206: Equipment Location (Eqloc
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-26 Equipment Location (EQLOC) Field Description This field is the equipment location of the trunk that carried the call. This field is 0 if the trunk is not measured. Query Options The query returns results associated with the equipment location code entered in the text box.
Page 207: First Vdn (Firstvdn
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-27 First VDN (FIRSTVDN) Field Description This field is the first VDN associated with the call segment. This will be 0 for calls not associated with a VDN. Query Options Select a VDN from a drop-down list box containing all distinct VDNs.
Page 208: First Vector (Firstivector
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-28 First Vector (FIRSTIVECTOR) Field Description This field is the number of the first vector associated with the first VDN for the call segments. This number will be 0 if no vector is involved.
Page 209: Forced Busy Calls (Disposition=5
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-29 Forced Busy Calls (DISPOSITION=5) Field Description This field indicates whether Call Vectoring provided a Forced Busy to the caller prior to being answered by an agent. This is equivalent to the Answering Disposition equal to a value of 5.
Page 210: Forced Disconnect Calls (Disposition=6
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-30 Forced Disconnect Calls (DISPOSITION=6) Field Description This field indicates whether Call Vectoring provided a Forced Busy to the caller prior to being answered by an agent. This is equivalent to the Answering Disposition equal to a value of 6.
Page 211: Digits (Calling_Ii
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-31 ii Digits (CALLING_II) Field Description The Information Indicator (ii) digits associated with this call. Currently defined values: 00—Identified line - no special treatment 01—Multi-party - ANI cannot be provided 02—ANI failure 06—Hotel/Motel - Dialed Number (DN) not accompanied by automatic room...
Page 212 CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-32 Query Options Select an Information Indicator number from a drop-down list box containing all Information Indicator numbers from the database.
Page 213: Interflowed (Disposition=4
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-33 Interflowed (DISPOSITION=4) Field Description This field indicates if the call was redirected to an off-switch destination. Query Options Select one of the following choices from the drop-down list box: — True...
Page 214: In-Queue Wait Time (Disptime
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-34 In-Queue Wait Time (DISPTIME) Field Description This field is the wait time (in the vector, in queue, or ringing). For extension calls made directly to agents (not through a VDN), this field is always 0.
Page 215: Last Observer (Lastobserver
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-35 Last Observer (LASTOBSERVER) Field Description This field is the login ID of the last agent who service-observed or bridged on to this call. Query Options Select an agent ID from a drop-down list box containing the login IDs of all last...
Page 216: Malicious Call (Malicious
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-36 Malicious Call (MALICIOUS) Field Description This field is 1 if malicious call trace was activated in the call segment. This applies to Generic 2 and Generic 3 but not to Generic 3i Version 1.
Page 217: Net In Time (Netintime
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-37 Net in Time (NETINTIME) Field Description The time the call spent in a VDN processing at another switch located elsewhere in the network. Query Options The query returns results with a “net in time” greater than the number of...
Page 218: Observed Call (Observingcall
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-38 Observed Call (OBSERVINGCALL) Field Description This field is 1 if the call represents an agent observing or bridging on to an existing call. Query Options Select one of the following choices from the drop-down list box: —...
Page 219: Originating Hold Time (Origholdtime
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-39 Originating Hold Time (ORIGHOLDTIME) Field Description The total time the originating agent put the call on hold. Query Options The query returns results with an “originating hold time” greater than the...
Page 220: Originating Login Name (Origlogin
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-40 Originating Login Name (ORIGLOGIN) Field Description This field is the login ID of the agent originating the call. This is used for calls an agent originates to another agent, to an on-switch extension, or to an external destination (includes calls made as part of a transfer or conference).
Page 221: Originating Reason Code (Origreason
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-41 Originating Reason Code (ORIGREASON) Field Description This field contains the Reason Code for the AUX state in which the agent originated the call. Query Options Select a Reason Code from a pull-down list box that displays all distinct Reason...
Page 222: Priority Answered (Disppriority
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-42 Priority Answered (DISPPRIORITY) Field Description This field represents the priority the call had at its disposition. If the call never queued to a split/skill, the priority will be null. Query Options...
Page 223: Segment Number (Segment
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-43 Segment Number (SEGMENT) Field Description This field is the number for identifying the segment. Segment numbers range from 1 to the number of segments in the call. Query Options The query returns results associated with the segment number entered in the...
Page 224: Stroke Tally (Event1-9
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-44 Stroke Tally (EVENT1-9) Field Description This field contains the number of times each event (stroke count) button was pressed during this call segment. Query Options Select a stroke number from the drop-down list box. The valid range is 1...
Page 225: Times Held (Held
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-45 Times Held (HELD) Field Description This field is the total number of times this call was placed on hold by the answering agent in the segment. With agent-to-agent calls, this count is...
Page 226: Transferred Call (Transferred
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-46 Transferred Call (TRANSFERRED) Field Description This field indicates whether or not the agent initiated a transfer on this call segment. Valid values for TRANSFERRED are 0=NO, 1=YES. For the ECS, Generic 2.2, and Generic 3 switches, TRANSFERRED is set for any call transferred.
Page 227: Trunk Group Used (Tkgrp
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-47 Trunk Group Used (TKGRP) Field Description This field contains the trunk group that carried the call. This will be 0 if the trunk group carrying the call is not measured.
Page 228: Universal Call Id (Ucid
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-48 Universal Call ID (UCID) Field Description The Universal Call ID is a unique number assigned to a call within the customer network. Query Options The query returns results associated with the Universal Call ID entered in the...
Page 229: 1St Split/Skill Queued To (Split1
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-49 1st Split/Skill Queued to (SPLIT1) Field Description This field contains the first split/skill the call queued to in the first VDN with which it was associated. Query Options Select a split/skill from a drop-down list box that displays all first splits.
Page 230: 2Nd Split/Skill Queued To (Split2
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-50 2nd Split/Skill Queued to (SPLIT2) Field Description This field contains the second split/skill the call queued in the first VDN that it was associated within the call segment. This only applies to Generic 2.2 with Expert Agent Selection (EAS), the ECS, and Generic 3 switches with vectoring.
Page 231: 3Rd Split/Skill Queued To (Split3
CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-51 3rd Split/Skill Queued to (SPLIT3) Field Description This field contains the third split/skill to which the call was also queued to in the first VDN that it was associated with in the call segment. This applies only to Generic 2.2 with EAS, the ECS, and Generic 3 switches with vectoring.
Page 232 CentreVu Explorer II Version 1.0 User Guide Appendix Overview A-52...
Page 233: Glossary
CentreVu Explorer II Version 1.0 User Guide Glossary GL-1 CentreVu CentreVu Explorer II Explorer Glossary Abandoned Call A call in which a caller hangs up before receiving an answer from an agent. The call could be queued to a split/skill, in a vector/VDN, or ringing at an agent before it is abandoned.
Page 234 CentreVu Explorer II Version 1.0 User Guide Glossary GL-2 ACD Call A call that queued to a split/skill and was answered by an agent in that split/skill, or a call that queued as a direct agent call and was answered by the agent for whom it was queued.
Page 235 CentreVu Explorer II Version 1.0 User Guide Glossary GL-3 Agent A person or Voice Response Unit (VRU) port that answers calls to an ACD split/skill. The agent is known to CentreVu CMS by a login identification keyed into a voice terminal.
Page 236 CentreVu Explorer II Version 1.0 User Guide Glossary GL-4 Agent State A feature of agent call handling. Agent states are the different call work modes and call states an agent can be in (ACD, ACW, AVAIL, AUX, UNSTAFF, DACD, DACW, OTHER, UNKNOWN, RING).
Page 237 CentreVu Explorer II Version 1.0 User Guide Glossary GL-5 Auto-In (AI) An ACD work mode that makes the agent available to receive calls and allows the agent to receive a new ACD call immediately after disconnecting from the previous call.
Page 238 CentreVu Explorer II Version 1.0 User Guide Glossary GL-6 Auxiliary Work (AUX) An agent work mode. For example, the agent is engaged in non-ACD work, is on break, in a meeting, or at lunch. An agent can reach this state by pressing the AUX WORK button or dialing the proper access code from the voice terminal.
Page 239 CentreVu Explorer II Version 1.0 User Guide Glossary GL-7 Backup The process of protecting data by writing the contents of the disk to an archive (or tape) that can be removed from the computer environment and stored safely. Calculation The abbreviated name (calculation name) for the formula calculation that generates the data for a field in a report.
Page 240 CentreVu Explorer II Version 1.0 User Guide Glossary GL-8 Call Vectoring A switch feature that provides a highly flexible method for processing ACD calls. A call vector is a set of instructions that controls the routing of incoming and outgoing calls based on current conditions.
Page 241 CentreVu Explorer II Version 1.0 User Guide Glossary GL-9 Cradle-to-Grave A detailed analysis which shows all of a call’s activities that occurred from inception to termination of the call. Current Window The user window in which you are actively working.
Page 242 CentreVu Explorer II Version 1.0 User Guide Glossary GL-10 Database A group of files that store ACD data according to a specific time frame: current and previous intrahour real-time data and intrahour, daily, weekly, and monthly historical data. Database Item A name for a specific type of data stored in one of the CMS databases.
Page 243 CentreVu Explorer II Version 1.0 User Guide Glossary GL-11 Dequeued and A trunk state in which the trunk quickly goes to Abandoned (DABN) idle after the caller abandons the call. Dialed Number A network capability that identifies, for each Identification Service...
Page 244 CentreVu Explorer II Version 1.0 User Guide Glossary GL-12 See Expert Agent Distribution . See Expert Agent Selection . Entity A generic term that refers to one of the following: Agent, Split/Skill, Trunk, Trunk Group, VDN, or Vector. Error Message...
Page 245 CentreVu Explorer II Version 1.0 User Guide Glossary GL-13 Expert Agent An EAS process that selects an agent when Distribution (EAD) more than one agent is available. With EAS, a call will go to the most idle agent with the skill as primary (skill level one).
Page 246 CentreVu Explorer II Version 1.0 User Guide Glossary GL-14 CentreVu CMS collects data on skills in the same manner as it collects data on splits. Real- time Agent reports generally indicate the skill in which agents are currently working. Skill...
Page 247 CentreVu Explorer II Version 1.0 User Guide Glossary GL-15 First Threshold A graph term for the lower limit for a particular condition in a graph report. The bar(s) change color/intensity when the defined limit is met, notifying you that a Caution condition could exist.
Page 248 CentreVu Explorer II Version 1.0 User Guide Glossary GL-16 Inbound Call A set of switch and adjunct features using Management (ICM) ASAI to enable the adjunct to provide automatic screen delivery and call routing. Information Indicator A 2-digit code that identifies the type of...
Page 249 CentreVu Explorer II Version 1.0 User Guide Glossary GL-17 Intrahour Interval A 15-, 30-, or 60-minute segment of time starting on the hour. An intrahour interval is the basic unit of CMS report time. ISDN See Integrated Services Digital Network .
Page 250 CentreVu Explorer II Version 1.0 User Guide Glossary GL-18 The Logical Agent capability allows agents to be called by dialing their login IDs. Calls to login IDs may be treated as direct agent ACD calls, given the proper class of restriction, or may be treated as extension (personal) calls.
Page 251 CentreVu Explorer II Version 1.0 User Guide Glossary GL-19 Messages Temporary windows used only for displaying information like “field help” and syntactical field errors. Message windows cannot be moved, sized, or scrolled and do not count in the user window count. Message windows are automatically removed when you correct the error or move to the next field.
Page 252 CentreVu Explorer II Version 1.0 User Guide Glossary GL-20 Multiple Call Handling Allows an agent to receive an ACD call while (MCH) other calls are active on the agent’s station. Unless forced MCH is in operation, the agent must put the current call on hold and press AI/MI in order to receive another ACD call.
Page 253 CentreVu Explorer II Version 1.0 User Guide Glossary GL-21 OTHER An agent state in which the agent is working on a call for another split or skill, or has put a call on hold and has not chosen another work mode.
Page 254 CentreVu Explorer II Version 1.0 User Guide Glossary GL-22 QUEUED A trunk state in which an ACD call has seized the trunk and is queued to a split/skill waiting for an agent to answer. R3V4 See Release 3 Version 4 .
Page 255 CentreVu Explorer II Version 1.0 User Guide Glossary GL-23 RING An agent state in which a call rings at an agent’s voice terminal after leaving the queue and before the agent answers the call. (This agent state is available only with Generic 2.2, and with Generic 3 and ECS.)
Page 256 CentreVu Explorer II Version 1.0 User Guide Glossary GL-24 Service Observing— A feature that allows a user to dial into the Remote switch and monitor a call. Service Observing— A feature available with the G3V4 switch and VDNs the ECS that gives a voice terminal user the...
Page 257 CentreVu Explorer II Version 1.0 User Guide Glossary GL-25 Skill Hunt Group When EAS is enabled, calls route to specific skill hunt groups. These skill hunt groups are usually based on the needs of your customers. Agents are not assigned to a skill group (like...
Page 258 CentreVu Explorer II Version 1.0 User Guide Glossary GL-26 Split/Skill ACD Call A split/skill ACD call is a call that routed to a split/skill and was answered by an agent in that split/skill. SQL Server Database engine that CentreVu Explorer II uses on a Windows NT platform.
Page 259 CentreVu Explorer II Version 1.0 User Guide Glossary GL-27 Sun SPARCserver A host computer that is attached to a network Computers and provides services other than simply acting as a store-and-forward processor or communication switch. The Sun SPARCserver 5, 10, and 20 computers are capable of hosting the CentreVu CMS application software.
Page 260 CentreVu Explorer II Version 1.0 User Guide Glossary GL-28 Tertiary Split/Skill Generic 3 and ECS with vectoring, Generic 2.2 with EAS only. When a call is queued to multiple splits/skills, the third split/skill the call queued to in a VDN is called the tertiary split/skill.
Page 261 CentreVu Explorer II Version 1.0 User Guide Glossary GL-29 UNKNOWN An agent state in which CMS does not recognize the current state. A trunk state in which CMS does not recognize the state of the trunk. Update A process used to modify a customer’s existing software release in order to give the customer additional functionality or to fix a problem.
Page 262 CentreVu Explorer II Version 1.0 User Guide Glossary GL-30 VDN Counted-Calls Also known as counted-calls to VDN and active VDN calls. A Call Vectoring capability available with the G3V4 switch and the ECS. Counted-calls to VDN is a parameter of the “go to step”...
Page 263 CentreVu Explorer II Version 1.0 User Guide Glossary GL-31 Vector Command A vector step that describes the action to be executed for a call (for example, “Queue to main”, “check backup”, “disconnect”). Vector Directory An extension number that enables calls to Number (VDN) connect to a vector for processing.
Page 264 CentreVu Explorer II Version 1.0 User Guide Glossary GL-32 Window Any rectangle on your CentreVu Explorer II screen that encloses a menu, data entry fields, reports, or messages. See also Frame. Zero (0) Skill (Generic Every skill that ends with a “0” is called a zero 2.2 with EAS)
Page 265 CentreVu Explorer II Version 1.0 User Guide Index Index CentreVu Explorer Numerics 1st Split/Skill Queued to, term description A-49 2nd Split/Skill Queued to, term description A-50 3rd Split/Skill Queued to, term description A-51 Abandon Call Analysis Abandoned from Hold, term description...
Page 266 CentreVu Explorer II Version 1.0 User Guide Index IN-2 agent name administration, example expire and replace, example Agent Released, term description Agent Talk Time, term description ANI Analysis Answering Agent, term description Answering Disposition, term description Answering Reason Code, term description...
Page 267 CentreVu Explorer II Version 1.0 User Guide Index IN-3 deleting license elements login account 2-13 2-23 query elements 5-22 5-24 user defined queries from standard queries Dialed Number, term description A-23 Direct Agent Queued, term description A-24 display fields tab...
Page 268 CentreVu Explorer II Version 1.0 User Guide Index IN-4 ii Digits, term description A-31 In-Queue Wait Time, term description A-34 Interflowed, term description A-33 Java plug-in installing the Java Plug-in loading Last Observer, term description A-35 login accounts adding 2-17...
Page 269 CentreVu Explorer II Version 1.0 User Guide Index IN-5 Net in Time, term description A-37 non-conforming browser, checking Observed Call, term description A-38 Originating Hold Time, term description A-39 Originating Login Name, term description A-40 Originating Reason Code, term description...
Page 270 CentreVu Explorer II Version 1.0 User Guide Index IN-6 query and reporting frames 1-23 Query Results window query types 1-13 Reports After Call Work 4-10 Agent On-Hold Agent-to-Agent 4-26 Application/VDN 4-16 Assistance Requested 4-20 call handling 1-14 call information 1-14...
Page 271 CentreVu Explorer II Version 1.0 User Guide Index IN-7 Times Held, term description A-45 Transferred Call, term description A-46 Trunk Group Used, term description A-47 Universal Call ID, term description A-48 user interface includes 1-16 mainscreen 1-19 Navigator frame 1-20...
Page 272: Index
CentreVu Explorer II Version 1.0 User Guide Index IN-8...
Page 273 Document No.: 585-218-200 Date: June 1999 Lucent Technologies welcomes your feedback on this document. Your comments can be of great value in helping us to improve our documentation. 1. Please rate the effectiveness of this document in the following areas:...

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Lucent Technologies CentreVu Explorer II Version 1.0 User Manual

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Agent in Focus Queries

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Standard and User-Defined Queries

Sample Queries

Query Results

Appendix

1 St Split/Skill Queued to (SPLIT1

2 Nd Split/Skill Queued to (SPLIT2

3 Rd Split/Skill Queued to (SPLIT3

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