Call Center Solution: Maximize Revenues
CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports
3-11
Real-Time
Queue/Agent
Status Report
3
This report is a combination of the Agent report and the Queue/Agent
Summary report. It displays overall split/skill information such as the
number of calls waiting, oldest call waiting, and percent answered within
service level. It also shows the number of agents available, on ACD calls,
staffed, with calls ringing, and on after call work. It also shows what each
agent in the split/skill is currently doing. 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.
% Ans Calls
The percentage of calls queued to the split/skill
that were answered by an agent. Calls to the
split/skill include abandoned calls and calls not
answered. Calls 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. For the Generic 3
switches, it does not include direct agent calls.
100*(ACDCALLS/
CALLSOFFERED)
<PERCENT_CALL_ANS>
(Total) Aban
Calls
The total number of calls queued for each
split/skill that abandoned before an agent
answered. This includes calls that abandon from
ringing at a voice terminal. Direct agent calls are
not included. For Generic 2.2 switches with the
ASAI Gateway, and for Generic 3 switches with
ASAI, this includes outbound calls where the far
end abandoned as well.
ABNCALLS
Avg Aban Time
The average time calls waited in split/skill before
hanging up.
ABNTIME/ABNCALLS
<AVG_ABANDON_TIME>
% Aban Calls
The percentage of queued calls to the split/skill
that were abandoned before being answered by
an agent. For the Generic 2.2 switch with ASAI
Gateway Interface feature or Generic 3 switch
with the ASAI feature only, calls to the split/skill
include outbound ACD calls placed by an
adjunct (outbound predictive dialing). For the
Generic 3 switches, it does not include direct
agent calls.
100*(ABNCALLS/
CALLSOFFERED)
<PERCENT_CALL_ABAN>
Report Heading
Description
Database Item, Calculation or
<Calculation Name>
