Lucent Technologies CentreVu Advocate, User Manual

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Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports
6-9
Modified Reports
6
Several existing CentreVu Supervisor reports have been modified to
support the
CentreVu Advocate feature. Those reports are listed in
"Modified Reports" section in this chapter, along with the report fields that
will demonstrate the results of automatically moving agents.
Drill-Down Reports
6
If you use a customer-created drill-down report to view information
related to
CentreVu Advocate and that report uses Location ID as an
input field, a completely new drill-down report will display. This report will
differ from the current set of drill-down reports and will include agent
location ID as a report field.
Additional
Information
6
These reports are fully documented in the
CentreVu
®
Supervisor Version
8 Reports document (585-210-929). They are summarized as they relate
to
CentreVu Advocate in this chapter. See the Reports document for
more information on Real-Time, Historical, and Integrated reports.
Database Items and
Calculations
6
New database items and calculations for CentreVu Advocate, along with
modified, existing database items, are described in Chapter 13,
“
CentreVu
®
Advocate Database Items and Calculations.” Existing
database items and calculations are described in the CentreVu CMS
R3V8 Database Items and Calculations (585-210-939) document.
Real-Time
Graphical
Staffing Profile
Report
6
This report is available only for customers who have DEFINITY ECS R6
or later switches with Expert Agent Selection (EAS) and have purchased
CentreVu Advocate. It shows the types of agents staffing a specified skill.
If CentreVu Advocate is not activated, the fields of the report which
pertain to CentreVu Advocate will not be populated.
Things to Know for
CentreVu Advocate
6
Here are some things you need to know about this report.
●
You can access this report from the Real-Time Split/Skill Category
selector menu.
●
Call center supervisors can use this report to see how many agents
are active, in Other or in auxiliary work (AUX). This report will also
show the supervisor what type of agents are in those fields.
●
This report has four charts, with the following information:
— The upper left quadrant chart shows Top agents staffed, active,
in AUX, and in Other for the specified skill.
— The upper right quadrant chart shows Flex agents staffed,
active, in AUX, and in Other for the specified skill.