Lucent Technologies CentreVu Explorer II, User Manual

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CentreVu Explorer II Version 1.0 User Guide
Introduction
Why Use CentreVu Explorer II?
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Why Use CentreVu Explorer II?
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Some of the reasons to use CentreVu Explorer II include:
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Abandon Call Analysis
You can use the Abandoned In Que or the Abandon on Hold fields to run
queries with all of the available conditions of an abandoned call. The Cradle-
To-Grave reports display these detailed results. The results of the query include
a list of customers that called back.
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Efficient Automatic Number Identification (ANI) Analysis
You can use CentreVu Explorer II to analyze the ANI by using the Calling Party
field as a query. You can also use wild cards and time parameters to produce a
list of customers.
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Special Call Treatment
With CentreVu Explorer II, you can produce a list of calls that are transferred or
conferenced. This list shows the way an agent released or treated calls. The
treatment of the call is determined by each call center’s preferences for
handling calls.
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Cell Phone Analysis
You can use CentreVu Explorer II to analyze the call data and determine if more
sales come from cell phone customers than from standard (land line) phone
customers.
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Cradle-To-Grave Reporting
CentreVu Explorer II tracks and analyzes information from the time the caller
enters the first Automatic Call Distribution (ACD) until they hang up.
See Chapter 7, “Sample Queries,” for sample scenarios that can assist you with your
call center’s business practices.