Call Center Solution: Make Average Speed of Answer More Uniform
CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports
7-12
Report Description
7
The following table describes the report fields. For
CentreVu Advocate,
this report will show the average speed of answer in seconds for the skills
in the report. You can use this information to compare average speed of
answer in specific skills; for example, Exclusive, Top Ten, or Orders, and
take the appropriate action. The database items for the Split/Skill
Graphical ASA report are stored in the
dsplit
(daily) tables.
Historical
System
Graphical
Maximum Delay
Report
7
The Historical System Graphical Maximum Delay report shows the
maximum delay for one split/skill in one or more ACDs for each day
selected. You can compare the same skill in different ACDs and use the
information to determine which ACD has the longest delay in answering
calls. 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.
Things to Know for
CentreVu
Advocate
7
For
CentreVu Advocate, enter the name or number of the split/skill you
want included in the report. You can enter a name only if it has been
previously defined in the Dictionary subsystem.
Report Heading
Description
Database Item, Calculation
or <Calculation Name>
Split/Skill
The name or number of the split/skill you are
currently viewing.
syn(SPLIT)
Date
The selected date for the report.
ROW_DATE
Average Speed
of Ans—
Seconds
The value in seconds of the average speed of
answer for the split/skill during the time period
covered in the report.
<AVG_ANSWER_SPEED>
