Call Center Solution: Maximize Revenues
CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports
3-8
Database Items and
Calculations
3
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.
Real-Time
Split/Skill Call
Profile Report
3
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
®
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
3
The following items are specific information you will need to run this
report for
CentreVu Advocate:
●
Split/Skill: Fill in 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.
●
When generating this report, select a day or interval when there
were a large number of abandoned calls and view the resulting
profiles for each skill. Set the Service Level Supervisor thresholds
about ten seconds below the point in the skill profile at which the
calls should be answered.
●
Compare profiles for all VDNs that are served by a skill. If one VDN
has a substantially different profile, use a separate skill to minimize
abandons.
