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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. You can use the query capabilities of Explorer II to determine if the calls are
being treated correctly.
For example run a query on Agent Released = Yes. You now have a list of all the
calls where the agent released the call. Run a query where Transferred = Yes. Run a
query where After Call Work Time > 60.
CentreVu Explorer II Version 1.0 User Guide
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