Call Center Solution: Better Serve Selected Callers
CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports
8-8
Real-Time
Graphical
Split/Skill Call
Profile Report
8
This report shows the wait times of incoming calls that are answered and
abandoned in a split or skill during the current interval. Calls are
displayed in ten columns, with each column representing a progressively
longer wait time (increment). You must have administered service level
and wait time increments for this report to be meaningful. 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
8
For
CentreVu Advocate, enter the Split/Skill input field with a name or
number for which you want to run the report. You can enter a split/skill
name only if the name has been defined in the Dictionary subsystem.
Based on the call center example in this chapter, you can run the report
for the Exclusive, Top Ten, or Orders skills.
Report Example
8
The following report is an example of a Split/Skill Graphical Call Profile
report. The fields that are the most meaningful for
CentreVu Advocate
are shown in boxes.