Call Center Solution: Minimize Abandoned Calls
CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports
5-12
Report Description
5
For
CentreVu Advocate, this report will show the current state of the skill
in comparison to the administered thresholds (that is, if the skill is in an
overload 1 or overload 2 state), the number of abandoned calls, and the
number of both agents staffed for the skill and agents available to take a
call. The database items used for the Queue/Agent Status report are
stored in
csplit
and
cagent
tables.
Report Heading
Description
Database Item, Calculation,
or <Calculation Name>
Skill State
Current state of this skill, compared to the
administered thresholds.
Requires the ECS R6 or later with
CentreVu
Advocate.
syn(SKSTATE)
% Within
Service Level
The percentage of split/skill ACD calls that
were answered by an agent within the
predetermined time.
100*(ACCEPTABLE/
CALLSOFFERED)
<PERCENT_SERV_LVL_SPL>
ACD Calls
The number of calls that were queued to this
split/skill and answered by an agent in this
split/skill (includes O_ACDCALLS).
ACDCALLS
