Call Center Solution: Better Serve Selected Callers
CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports
8-9
Report Description
8
This report will show, for
CentreVu Advocate, the number of calls that
were answered for the selected split/skill within the predefined service
level, the number of calls that abandoned, and the average speed of
answer for each call in queue. The database items used for the Split/Skill
Call Profile Report are stored in the
csplit
table.
Report Heading
Description
Database Item, Calculation or
<Calculation Name>
% Within
Service Level
The percentage of split/skill ACD calls that were
answered by an agent within the predefined
time. Calls offered to the split/skill include calls
that were abandoned and calls that were not
answered, but do not include direct agent calls.
Calls that were not answered may include
forced busy calls, forced disconnect calls, calls
redirected to another destination, and calls
queued to more than one split/skill and
answered in another split/skill. This field should
display similar values for all skills.
100*(ACCEPTABLE/
CALLSOFFERED)
<PERCENT_SERV_LVL_SPL>
ACD Calls
This is the number of calls that were sent to the
split/skill that were answered by an agent within
each increment. This includes outbound ACD
calls placed by an adjunct (also called outbound
predictive dialing), for the Generic 2.2 switches
with ASAI Gateway or the Generic 3 with ASAI
only. For the Generic 3 switches it does not
include direct agent calls.
ACDCALLS1-10
Aban Calls
The number of calls to the split/skill that were
abandoned within each increment. If calls are
queued to multiple splits/skills, only the first
split/skill queued to records an abandon. This
includes outbound ACD calls placed by an
adjunct (also called outbound predictive dialing),
for the Generic 2.2 switches with ASAI Gateway
or the Generic 3 with ASAI only. It does not
include direct agent calls.
ABNCALLS
