Call Center Solution: Minimize Abandoned Calls
CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports
5-11
Real-Time
Queue/Agent
Status Report
5
This report is a combination of the Agent report and the Queue/Agent
Summary report. It displays overall split/skill information such as the
number of calls waiting, oldest call waiting, and percent answered within
service level. It also shows the number of agents available, on ACD calls,
staffed, with calls ringing, and on after call work. It also shows what each
agent in the split/skill is currently doing. See the
CentreVu
Supervisor
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
5
For
CentreVu Advocate, enter the split or 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,
this report may be run for the Classical, Popular Artists, or Special Events
skill.
Report Example
5
The following report is an example of a Queue/Agent Status report, with
the fields that are most meaningful for
CentreVu Advocate shown in
boxes.
Avg Speed Ans
The average time calls waited in queue and
ringing before an agent answered. This does not
include direct agent calls, but it does include
outbound ACD calls placed by an adjunct (also
called outbound predictive dialing), for the
Generic 2.2 switches with ASAI Gateway or the
Generic 3 with ASAI only.
ANSTIME/ACDCALLS
<AVG_ANSWER_SPEED>
% Ans Calls
The percentage of calls queued to the split/skill
that were answered by an agent. Calls to the
split/skill include abandoned calls and calls not
answered. Calls not answered may include
forced busy calls, forced disconnect calls, calls
redirected to another destination, and calls
queued to more than one split/skill and
answered in another split/skill. For the Generic 3
switches, it does not include direct agent calls.
100*(ACDCALLS/
CALLSOFFERED)
<PERCENT_CALL_ANS>
Report Heading
Description
Database Item, Calculation or
<Calculation Name>
