Call Center Solution: Make Average Speed of Answer More Uniform
CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports
7-9
Historical
Split/Skill
Graphical ASA
Report
7
The Split/Skill Graphical ASA report shows the average speed of answer
for ACD calls answered in each selected split/skill for each selected
interval. 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.
The chart type can be changed. See the
CentreVu
®
Supervisor Version 8
Reports document (585-210-929) for more information.
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.
Oldest Call
Waiting
The length of time (in seconds) the oldest ACD
call has waited in queue or ringing (at an agent
voice terminal for each split/skill in the report)
before being answered. This does not include
direct agent calls.
OLDESTCALL
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
DEFINITY ECS Generic 3 with ASAI only.
ANSTIME/ACDCALLS
<AVG_ANSWER_SPEED>
Report Heading
Description
Database Item, Calculation
or <Calculation Name>
