Call Center Solution: Make Average Speed of Answer More Uniform
CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports
7-7
Additional
Information
7
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 and Historical reports.
Database Items and
Calculations
7
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
Split/Skill Report
7
The Split/Skill report simultaneously displays real-time call-handling
information on a number of splits or skills. It allows the supervisor to
evaluate and compare the workload and call-handling performance
between splits/skills, and to determine agent reassignment. Additionally,
the supervisor can evaluate other ACD configuration alternatives which
can be used to balance workloads and reduce abandoned calls.
Things to Know for
CentreVu
Advocate
7
For
CentreVu Advocate, enter the name(s) or number(s) of the
split(s)/skill(s) you want included in the report. You can enter a name only
if it has been previously defined in the Dictionary subsystem.
