Call Center Solution: Maximize Revenues
CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports
3-17
Historical
Split/Skill
Graphical ASA
Report
3
The Split/Skill Graphical Average Speed of Answer (ASA) report shows
the average speed of answer for ACD calls answered in each selected
split/skill for each selected interval. 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.
The chart type can be changed. See Chapter 2, “Using Reports” in the
CentreVu
®
Supervisor Version 8 Reports document (585-210-929) for
more information.
Things to Know for
CentreVu
Advocate
3
For
CentreVu Advocate, enter the name(s) or number(s) of the
split(s)/skill(s) you want included in the report in the input window. You
can enter a name only if it has been previously defined in the Dictionary
subsystem. Using the call center example in this chapter, you may run
this report for the Exclusive, Top Ten, or Orders skill.
Report Example
3
The following report is an example of a Split/Skill Graphical ASA report
with the fields that are most meaningful for
CentreVu Advocate shown in
boxes.
Avg Speed Ans
The average time the split/skill ACD calls were
waiting in queue and ringing before being
answered by an agent.
ANSTIME/ACDCALLS
<AVG_ANSWER_SPEED>
Aban Calls
The number of ACD calls to the split/skill that
disconnected while either waiting in queue (if
this was the first split/skill the call was queued
to), or while ringing. This total includes calls with
talk time less than the phantom abandoned call
timer value, if it is set. This total also includes
O_ABNCALLS if you have OCM. The
O_ABNCALLS is the number of outbound ACD
calls that were abandoned by the far end.
ABNCALLS
Avg Aban Time
The average time the split/skill ACD calls were
waiting in queue or ringing before abandoning.
ABNTIME/ABNCALLS
<AVG_ABANDON_TIME>
% Ans Calls
The percentage of calls queued to the split/skill
that abandoned before being answered by an
agent.
100*(ABNCALLS/
(CALLSOFFERED))
<PERCENT_CALL_ABAN>
Report Heading
Description
Database Item, Calculation, or
<Calculation Name>
