Call Center Solution: Maximize Revenues
CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports
3-18
Report Description
3
The following table describes the report fields for the time period covered
by the report. For
CentreVu Advocate, this report will show the average
speed of answer for the skill in the report. You can use this information to
compare average speed of answer in specific skills; for example,
Exclusive, Top Ten, or Orders, and take the appropriate action. The
database items for the Split/Skill Graphical ASA report are stored in the
cagent
(current interval) and
hsplit
(intrahour interval) tables.
Report Heading
Description
Database Item, Calculation
or <Calculation Name>
Split/Skill
The name or number of the split/skill you are
currently viewing.
syn(SPLIT)
Average Speed
of Ans—
Seconds
The value in seconds of the average speed of
answer for the split/skill during the time period
covered in the report.
The relationship of the ASA to the acceptable
service level should be similar for all skills (e.g.,
all slightly below). During busy intervals, ASA
will increase for all skills relative to their
acceptable service levels.
<AVG_ANSWER_SPEED>
