Call Center Solution: Minimize Abandoned Calls
CentreVu® Advocate Release 8 User Guide
Things to Note
5-19
VDN Graphical Busy/Abandon/Disconnect Comparison report are stored
in the
dvdn
(daily) tables.
Modified Report
5
The Integrated Graphical Split/Skill View Report has been modified for
CentreVu Advocate to include the following fields:
In addition, several fields on this report can be used to verify the solution
in this chapter, including % Within Service Level and Avg Speed Ans.
Things to Note
5
For this solution, note that if the wait time for the Classical skill is too long,
additional agents should be trained for this specialty skill.
Report Heading
Description
Database Item, Calculation
or <Calculation Name>
ACD
The name of the ACD selected for the report.
ACD
VDN
The name or number of the VDN you are
currently viewing.
VDN
Date
The date selected for the report.
ROW_DATE
% Aban
The percentage of calls to the VDN that
abandoned during the selected day.
100 * (sum(ABNCALLS) /
sum(INCALLS)
% Busy
The percentage of calls to the VDN that were
busy during the selected day.
100 * (sum(BUSYCALLS) /
sum(INCALLS)
% Aban
The percentage of calls to the VDN that
disconnected during the selected day.
100 * (sum(DISCCALLS) /
sum(INCALLS)
Report Heading
Description
Database Item, Calculation,
or <Calculation Name>
Skill State:
The current State of the skill compared to the
administered thresholds.
syn(SKSTATE)
