Call Center Solution: Maximize Revenues
CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports
3-15
Historical
Split/Skill Call
Profile Report
3
The Split/Skill Call Profile report shows the number of calls answered and
abandoned in time increments that you administer. This report also
displays your acceptable service level. See Chapter 7, “Call Center
Administration,” in the
CentreVu
®
CMS R3V8 Administration document
(585-210-910) document for both the time increments and acceptable
service levels. Since this report shows you how long it takes for calls to
be answered or abandoned, you can determine how long a caller is
willing to wait for an agent before hanging up. With this information, you
can determine the appropriate answering speed required to reduce
abandoned calls.
Calls are displayed in ten columns, with each column representing a
progressively longer wait time. The Split/Skill Call Profile report is
available in daily, weekly, and monthly versions. See the
CentreVu
®
Version 8 Reports document (585-210-929) for information on report
input fields, report generation, and a full description of all report fields.
Things to Know for
CentreVu
Advocate
3
For
CentreVu Advocate, enter the appropriate split/skill name or number
that you want to view in this report in the input window. Any name(s) you
want to appear on the report must have been previously defined and
entered in the Dictionary subsystem. Using the call center example in this
chapter, you may run this report for the Exclusive, Top Ten, or Orders
skill.
