Call Center Solution: Better Serve Selected Callers
CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports
8-7
Verifying the Solution Through Reports
8
As in Chapter 3,”Call Center Solution: Maximize Revenues,” the average
speed of answer for the Top Ten skill will be lower than the Orders skill. If
the Exclusive skill has an appropriate number of staff, it will have a lower
average speed of answer than the Orders skill. The percentage of
abandoned calls should also be lower for the Exclusive and Top Ten
skills, unless these callers have a much lower tolerance for waiting in
queue. The percent in service level should be similar for all skills.
Reports
8
The results of implementing this solution can be seen in any of the Real-
Time Split/Skill reports or the Historical Split/Skill Reports. The most
relevant reports to this solution are listed here:
●
Real-Time Split/Skill Graphical Call Profile Report
●
Historical Split/Skill Call Profile Report
●
Historical Split/Skill Graphical Multi-ACD Service Level Daily Report
(new with Release 8
CentreVu Supervisor)
Additional Reports
8
The following reports have been modified to work with
CentreVu
Advocate, and are meaningful for this call center solution:
●
Real-Time Queue/Top Agent Status Report
●
Real-Time Queue/Agent Status Report
●
Real-Time Skill/Top Agent Report
●
Integrated Graphical Split/Skill View Report
●
Any report using ASA or Skill State as report field.
Additional
Information
8
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
8
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.
