High-Level Description - Lucent Technologies CentreVu Explorer II Version 1.0 User Manual

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. CentreVu Explorer II provides a powerful mechanism
to store and retrieve valuable call center data over a period of time. Additionally,
call centers have access to this detailed information with the same level of detail
well into the future.
CentreVu Explorer II provides details into many areas of call center activities for
managers to use, including the following:
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Cradle-To-Grave per call reporting
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Agent activities such as talk time and call work codes
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Vector Directory Number (VDN) and split/skill information
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Call transfers from split/skill, voice response units and switches
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Special call treatment such as Service Observing and Malicious Call Trace
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Queue treatment such as holding times and abandons in queue
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Multiple deployment options
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Flexible query capability
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Multiple options for displaying the results
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Flexibility to export data
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Support for multiple CMSs.
CentreVu Explorer II Version 1.0 User Guide
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