Call Center Solution: Maximize Revenues
CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports
3-12
Things to Know for
CentreVu
Advocate
3
For
CentreVu Advocate, enter the split or skill name or number that you
want to view in this report in the input window. Any name(s) you want to
appear on the report must have been previously defined and entered in
the Dictionary subsystem. Using the call center example in this chapter,
this report may be run for the Exclusive, Top Ten, or Orders skill.
Report Example
3
The following report is an example of a Queue/Agent Status report, with
the fields that are most meaningful for
CentreVu Advocate shown in
boxes.
Report Description
3
The following table describes the report fields that are most meaningful
for the Maximizing Revenues implementation of
CentreVu Advocate. For
CentreVu Advocate, this report will show the current state of the skill in
comparison to the administered thresholds, the number of calls waiting in
queue, the number of abandoned calls, and the number of both agents
staffed for the skill and agents available to take a call. The database
items used for the Queue/Agent Status report are stored in
csplit
and
cagent
tables.
Report Heading
Description
Database Item, Calculation,
or <Calculation Name>
Skill State
Current state of this skill, compared to the
administered thresholds.
Requires ECS R6 or later with
CentreVu
Advocate.
syn(SKSTATE)
