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Lucent Technologies CentreVu Explorer II, User Manual

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Copyright© 1999 Lucent Technologies

All Rights Reserved

Printed in U.S.A.

Notice

Every effort was made to ensure that the information in this 
document was complete and accurate at the time of printing. 
However, information is subject to change.

Your Responsibility for Your System’s Security

Toll fraud is the unauthorized use of your telecommunications 
system by an unauthorized party, for example, persons other 
than your company’s employees, agents, subcontractors, or 
persons working on your company’s behalf. Note that there may 
be a risk of toll fraud associated with your telecommunications 
system and, if toll fraud occurs, it can result in substantial 
additional charges for your telecommunications services.

You and your system manager are responsible for the security 
of your system, such as programming and configuring your 
equipment to prevent unauthorized use. The system manager is 
also responsible for reading all installation, instruction, and 
system administration documents provided with this product in 
order to fully understand the features that can introduce risk of 
toll fraud and the steps that can be taken to reduce that risk. 
Lucent Technologies does not warrant that this product is 
immune from or will prevent unauthorized use of common-
carrier telecommunication services or facilities accessed 
through or connected to it. Lucent Technologies will not be 
responsible for any charges that result from such unauthorized 
use.

Lucent Technologies Fraud Intervention

If you 

suspect that you are being victimized by toll fraud and you 

need technical support or assistance, call Technical Service 
Center Toll Fraud Intervention Hotline at 1-800-643-2353.

Trademarks

●

CentreVu, DEFINITY, and NetCare are registered 
trademark of Lucent Technologies.

●

INFORMIX is a registered trademark of INFORMIX 
Software, Inc.

●

Netscape Navigator is a trademark of Netscape 
Communications Corporation.

●

UNIX is a registered trademark in the United states and 
other countries, licensed exclusively through X/Open 
Company Limited.

●

MacIntosh is a registered trademark of Apple Computer, 
Inc.

●

OS/2 is a registered trademark of IBM.

●

Intel and Pentium are registered trademarks of Intel 
Corporation.

●

Sun, Solaris, Java, Java Beans, Jini, and PureJava are 
trademarks of Sun Microsystems.

●

SPARCserver and SPARCstation are registered 
trademarks of SPARC International licensed exclusively 
to Sun Microsystems, Inc.

●

Microsoft, MS, MS-DOS, Access, Excel, Internet Explorer, 
Windows, SQL Server, and Windows NT are registered 
trademarks of Microsoft Corp.

●

All other product names mentioned herein are the 
trademarks of their respective owners.

Ordering Information

Call:

Lucent Technologies Publications Center
Voice: 1-800-457-1235
International Voice: +1-317-322-6416
Fax: 1-800-457-1764
International Fax: +1-317-322-6699

Write: Lucent Technologies BCS Publications Center

2855 N. Franklin Road
Indianapolis, IN 46219
U.S.A.

Order:

CentreVu Explorer II User Guide
Document No. 585-218-200
Comcode 108456617
Issue 1, June 1999

For additional documents, refer to the section entitled “Related 
Documents” in the Preface.

You can be placed on a Standing Order list for this and other 
documents you may need. Standing Order will enable you to 
automatically receive updated versions of individual documents 
or document sets, billed to account information that you provide. 
For more information on Standing Orders, or to be put on a list 
to receive future issues of this document, please contact the 
Lucent Technologies Publications Center.

Lucent Technologies National Customer Care Center

Lucent Technologies provides a telephone number for you to 
use to report problems or to ask questions about your call 
center. The support telephone number is 1-800-242-2121.

Document Support Telephone Number

Lucent Technologies provides telephone numbers for you to 
use to report errors or to ask questions about the information in 
this document. The support telephone numbers are:
Voice: 1-888-584-6366 and
International Voice: +1-317-322-6848.

European Union Declaration of Conformity

Lucent Technologies Business Communications Systems 
declares that the equipment specified in this document 
conforms to the referenced European Union (EU) Directives 
and Harmonized Standards listed below:

EMC Directive

89/336/EEC

Low Voltage Directive 73/23/EEC

The “CE” mark affixed to the equipment 
means that it conforms to the above 
Directives.

Disclaimer

Intellectual property related to this product (including 
trademarks) and registered to AT&T Corporation has been 
transferred to Lucent Technologies Incorporated.

Any references within this text to American Telephone and 
Telegraph Corporation or AT&T should be interpreted as 
references to Lucent Technologies Incorporated. The exception 
is cross references to books published prior to December 31, 
1996, which retain their original AT&T titles.

Summary of Contents for CentreVu Explorer II

Page 1: ...1 CentreVu Explorer II Version 1 0 User Guide 585 218 200 Comcode 108456617 Issue 1 0 June 1999 ...

Page 2: ...d trademarks of SPARC International licensed exclusively to Sun Microsystems Inc Microsoft MS MS DOS Access Excel Internet Explorer Windows SQL Server and Windows NT are registered trademarks of Microsoft Corp All other product names mentioned herein are the trademarks of their respective owners Ordering Information Call Lucent Technologies Publications Center Voice 1 800 457 1235 International Vo...

Page 3: ...works communication systems and software consumer and business telephone systems and microelectronics components The world renowned Bell Laboratories is the research and development arm for the company Warranty Lucent Technologies provides a limited warranty on this product Refer to the Limited use Software License Agreement card provided with your package ...

Page 4: ......

Page 5: ...y Types 1 13 Explorer Classic Queries 1 13 Standard Queries 1 13 Agent in Focus Queries 1 13 User Defined Queries 1 13 Custom Query Builder Queries 1 14 Cradle To Grave Reporting Queries 1 14 Overview of Functionality 1 15 Background Information 1 15 How CentreVu Explorer II Works The User Interface 1 16 Login 1 17 Main Screen 1 20 Setting Up CentreVu Explorer II 1 21 Query and Reporting Frames 1 ...

Page 6: ...ing Login Names 2 14 Add Login Names 2 17 Modify Login Names 2 20 Delete an Account 2 23 Change the Password 2 24 Explorer Classic 3 1 Overview 3 1 Using Explorer Classic 3 2 Accessing Explorer Classic 3 3 Administering Set Session Display 3 4 Selecting Elements 3 6 Selecting Search Criteria 3 7 Viewing Results 3 8 Saving the Query 3 9 Agent in Focus Queries 4 1 Overview 4 1 Agent in Focus Queries...

Page 7: ...Custom Query Builder 5 11 Setting Up User Defined Queries 5 12 Building Queries 5 14 Display Fields Tab 5 16 Criteria Fields Tab 5 18 Format Criteria Tab 5 20 Standard and User Defined Queries 6 1 Overview 6 1 Accessing Standard or User Defined Queries 6 2 Using Standard or User Defined Queries 6 4 Setting a User Defined Query as a Standard Query 6 5 Providing Search Criteria 6 6 Sample Queries 7 ...

Page 8: ...e Requested ASSIST A 13 Audio Problem AUDIO A 14 Call ID CALLID A 15 Caller Abandoned DISPOSITION 3 A 16 Caller on Hold Time ANSHOLDTIME A 17 Calling Party CALLING_PTY A 18 Call Work Code LASTCWC A 19 Customer Info LASTDIGITS A 20 Collected Digits LASTDIGITS A 21 Conference Call CONFERENCE A 22 Dialed Number DIALED_NUM A 23 Direct Agent Queued DA_QUEUED A 24 Duration DURATION A 25 Equipment Locati...

Page 9: ...RITY A 42 Segment Number SEGMENT A 43 Stroke Tally EVENT1 9 A 44 Times Held HELD A 45 Transferred Call TRANSFERRED A 46 Trunk Group Used TKGRP A 47 Universal Call ID UCID A 48 1st Split Skill Queued to SPLIT1 A 49 2nd Split Skill Queued to SPLIT2 A 50 3rd Split Skill Queued to SPLIT3 A 51 Glossary GL 1 Index IN 1 ...

Page 10: ...CentreVu Explorer II Version 1 0 User Guide x ...

Page 11: ...iew 1 This guide the CentreVu Explorer II User Guide Version 1 0 585 218 200 provides an overview of CentreVu Explorer II operations and features prerequisites and the baseline configuration details and procedures for agents using CentreVu Explorer II software information specific to agent trainers and supervisors and a glossary ...

Page 12: ...nagement Systems CMS Helplines Sales Design Support Centers SDSC and anyone else who uses or supports a CentreVu Explorer II setup would find this guide useful This guide also helps anyone who needs to know l Operational details about the CentreVu Explorer II solution l How to operate as an agent administrator or supervisor using CentreVu Explorer II software and other elements of the CentreVu Exp...

Page 13: ...ty The data collected provides information such as 1 How many callers abandoned after being placed on hold for more than 30 seconds 2 Which agent splits transfer the most calls 3 What stroke counts are used for incoming call center calls CentreVu Explorer II provides a mechanism to store and retrieve call center data over a period of time The call center data is retrieved through a graphical user ...

Page 14: ...ime Additionally call centers have access to this detailed information with the same level of detail well into the future CentreVu Explorer II provides details into many areas of call center activities for managers to use including the following l Cradle To Grave per call reporting l Agent activities such as talk time and call work codes l Vector Directory Number VDN and split skill information l ...

Page 15: ...storage system with external archived capabilities to provide rapid query access while collecting historical information over long periods of time The customer selects system storage capacities and data retrieval rates to meet the individual call center requirements CentreVu Explorer II provides a navigation method to query a library of elements and drill down information to further call details S...

Page 16: ...You can also use wild cards and time parameters to produce a list of customers l 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 l Cell Phone Analysis You can use CentreVu Explore...

Page 17: ...ping l Ability to easily save queries l Time of day and day of week queries l Support for a variety of databases for example SQL Server and INFORMIX l Compatibility with the Windows NT and Sun Solaris platforms l Data exportable to other applications l Support for multiple CMSs l Retention of the Explorer Classic look and feel l Expanded the number of row limitations on query results for example m...

Page 18: ...ity to use a wide range of variables to produce advanced querying capabilities These query capabilities are also available with Explorer Classic standard reports and Custom Query Builder A wide range of conditional variables now supports CentreVu Explorer II s advanced querying capability These Conditional Queries allow you to have more options for querying the data The conditional variables are l...

Page 19: ... 9 Group by Parenthesis An Example 1 The following mathematical example shows the grouping capability for a conditional query that is performed for all calls with the duration greater than 10 seconds and less than 360 seconds The And Or can be used inside or outside of the parentheses ...

Page 20: ...rogram for example Query Builder and Explorer Classic in CentreVu Explorer II except for Agent in Focus In CentreVu Explorer Version 1 queries were performed at a Call Segment level so all calls were broken into segments based on the life of the call If a call entered the call center and was transferred by an agent this was equivalent to two segments Queries would match on the individual segments ...

Page 21: ...eVu Explorer II queries can be pinpointed to the hour minute and day of week For example For every Monday this month return all records of calls to Split 10 between 8 00 a m and 5 00 p m The Day of Week field is calculated during population of the data It works just like any other CentreVu CMS field for query purposes Generic Field Queries 1 Generic Field Queries allow you to query on generic fiel...

Page 22: ...e role That is an agent can be an Answering Agent an Originating Agent or the Last Observer A Split can be 1 Primary 2 Secondary or 3 Tertiary For example you can ask CentreVu Explorer II to l Return all records that Agent Mark Grace touched this week l Show me all traffic to Split 10 for Wednesday May 3 1999 where calls were transferred or conferenced ...

Page 23: ...need for the browser s Back button In Explorer Classic as with all CentreVu Explorer II queries results are delivered in their own window Standard Queries 1 Standard queries are those queries created through Custom Query Builder that a company decides to share with all of the users A user can create the query in Custom Query Builder and make the query public from the User Defined query to Standard...

Page 24: ...ilder uses the full range of comparison operators groupings and the and or type conditions Cradle To Grave Reporting Queries 1 After records are returned from a query you can access any Call ID to view the specific events for all segments of the call The reports for CentreVu Explorer II display the following type of reports l Cradle To Grave reports l Call Information l Call Handling l Multi segme...

Page 25: ...reVu Explorer s most popular features however was something it lacked client desktop software Nothing needed to be loaded on users PCs to allow them to access Explorer This eliminates the need to install or upgrade client software and minimizes the use of desktop resources Windows and a Transmission Control Protocol Internet Protocol TCP IP connection to a Local Area Network LAN were the only clie...

Page 26: ...w CentreVu Explorer II Works The User Interface 1 16 How CentreVu Explorer II Works The User Interface 1 The user interface for CentreVu Explorer II includes l Login screen l Main screen l Screen Elements includes Netscape Navigator l Frames and Browser Windows ...

Page 27: ...r you enter the URL of the server to access the CentreVu Explorer II application you can access CentreVu Explorer II by logging into the system with an existing or new Account Name and Password To log in to the system with an established account do the following 1 Enter the URL The CentreVu Explorer II splash screen displays ...

Page 28: ... box appears at the bottom of the splash screen The agent s Account Number for CentreVu Explorer II is provided by the call center s supervisor or administrator The agent s Password for CentreVu Explorer II is provided by the call center supervisor or administrator 2 Select the Submit button Enter Login Information Submit Login ...

Page 29: ...CentreVu Explorer II Version 1 0 User Guide Introduction How CentreVu Explorer II Works The User Interface 1 19 The Main screen displays 3 See the next section for details ...

Page 30: ...Explorer II Works The User Interface 1 20 Main Screen 1 After you log on to the system the CentreVu Explorer II main window automatically displays two frames 1 the Navigator frame and 2 the splash screen frame for CentreVu Explorer II Navigation Frame Splash Screen Frame ...

Page 31: ...sion and License Details link The following frame displays 2 Select the Use Java Plug in check box if you have a non conforming browser See the Determining the Need for Java Plug In section in Chapter 5 Query Builder for details 3 Press the Save Settings button to save the Java Plug in option The screen refreshes and saves the new settings Navigation Frame Use Java Plug in Session and License Deta...

Page 32: ... of CentreVu Explorer II click on an option in the navigator frame See the next section Query and Reporting Frames for details 5 To modify or change the session and license details see the following document that applies to your specific system l CentreVu Explorer II Installation for Windows NT l CentreVu Explorer II Installation for Sun ...

Page 33: ...nd Reporting Frames 1 23 Query and Reporting Frames 1 This section describes the query and reporting frames available with CentreVu Explorer II The following graphic is an example of the types of frames Element Selection Frame Search Criteria Frame Navigation Frame ...

Page 34: ...trols the options available to all of CentreVu Explorer II s new features Selecting items with an arrow next to them expands the menu selection to display their functions The Navigation frame shown below remains static allowing users to rapidly and efficiently bounce between functions without having to back out to the application screen using the browser controls ...

Page 35: ...his format displays results for all elements selected in the Agent Info section of the Element Selection frame The results are displayed horizontally in table format l Call Information Call Info button Call Info contains elements related to call based information This format displays results for all elements selected in the Call Info section of the Element Selection frame The results are displayed...

Page 36: ...oups of data instead of just on individual queries Selecting Agent Information 1 To select agent information do the following 1 Click on the Explorer Classic option to access the Element Selection frame The following frame displays 2 Select the check box of the element field you want to use in the query 3 From the drop down menu select the type of query you want to use The options available are l ...

Page 37: ... 27 4 When you are satisfied with your selections press the Build Query Agent Info or Call Info buttons to enter the search criteria 5 Press the Find Results button When the screen refreshes parameters specific to the elements you selected appear in the Query Results bottom right frame ...

Page 38: ... option to access the Element Selection frame The following frame displays 1 Select the check box of the element field you want to use in the query You can also choose to query on the italicized generic fields Agent Split Skill Vector and VDN instead of specific elements For example you can return all segments that an agent used regardless of the type of agent for example disposition or answering ...

Page 39: ... query you want to use The options available are l Segment Data l Call Data 3 When you are satisfied with your selections press the Build Query Agent Info or Call Info buttons to enter the search criteria When the screen refreshes parameters specific to the elements you selected appear in the bottom right frame Segment Data Selected ...

Page 40: ...ou to select several items also known as parameters to control results returned by the query For more information about the possible advantages of providing search criteria see Chapter 7 Sample Query in this document After building a query in the Element Selection frame described earlier in this chapter the following Search Criteria frame displays ...

Page 41: ...ystem is available the Management System pull down field does not display 2 From the ACD pull down menu select the ACD you want to use The default value is All Selecting specific ACDs reduces the synonyms available for selection within a Call Management System CMS 3 Select the New Window check box if you want the ability to open multiple new frames If you do not check this box only one frame popul...

Page 42: ...lds All Columns Displays all of the fields The option you select in this drop down box determines which Session Display view is shown 10 The other fields that display on the Search Criteria frame will vary depending on the type of agent and caller information you selected in the Element Selection frame Fill in the other fields The following is an example of the type of information that may display...

Page 43: ...utton displays the results of the search in a separate browser window for example Session Display Agent Information Call Information and All Columns frames The display you see is dependent upon which Display Options was previously selected on the Search Criteria frame See Chapter 3 Explorer Classic for details 2 To modify the results of a query press the Modify button from the Search Criteria fram...

Page 44: ...ults Scroll Bar locations can be found as shown below l Screen Resolution Setting the resolution to at least 1024 X 768 greatly enhances the viewable data at a single screen The screen resolution of your terminal is set up through the Control Panel l Reduce Search Criteria Section Moving the control bar between windows expands the results section l Session Display Choosing the Session Display form...

Page 45: ...t of the New Window field in the Search Criteria frame When the check box is selected a new browser window opens for each time a new set of results get displayed 2 Resize the results windows to be side by side using normal Windows functionality Each of the windows created by CentreVu Explorer II uses normal Windows functionality To manipulate a particular window the window must be selected to be t...

Page 46: ... descriptions of the elements within CentreVu Explorer II l Help Topics provides a high level index to find more detailed information The Help has definitions for all the terminology l About provides a window that contains the correct version number of the CentreVu Explorer software This window also contains information about the HostName CMS and date of the last load ...

Page 47: ...CentreVu Explorer II Version 1 0 User Guide Introduction Types of Help 1 37 You can access Help from the CentreVu Explorer II Navigator frame by selecting the Help option ...

Page 48: ... and use the glossary do the following 1 From the Navigator frame Help option select the Glossary option Two columns of alphabetical topics appear 2 Click on the topic you wish to view The topic you select is displayed Each topic is described with the following elements l Field Description An overview of the contents of the element l Query Options The options available in CentreVu Explorer II for ...

Page 49: ... Explorer II Version 1 0 User Guide Introduction Types of Help 1 39 The following graphic is an example of selecting the Abandoned from Hold topic in the glossary 3 To exit the Glossary close the browser window ...

Page 50: ...pics option provides you with more information about important topics you select To access help topics for the application do the following 1 From the Navigator frame Help option select the Help Topics option The Help Topics option displays 2 Select the Help Topics option Select Help Select Help Topics ...

Page 51: ...CentreVu Explorer II Version 1 0 User Guide Introduction Types of Help 1 41 The following is an example of a Help Topic 3 To exit the Help Topics screen close the browser window ...

Page 52: ...ed within CentreVu Explorer II to perform the query and display functions To access information about the application do the following 1 From the Navigator frame Help option select the About option 2 The Help About screen displays the following type of information 3 To exit the About screen select another option Select About ...

Page 53: ... To completely quit the application you must select the Exit option Logging Out 1 To log out of the CentreVu Explorer II application select the Logout option from the Navigator frame The CentreVu Explorer II application displays a message prompt and the application remains running If you choose to use CentreVu Explorer II again you are required to re login Select Logout ...

Page 54: ...entreVu Explorer II Version 1 0 User Guide Introduction Types of Help 1 44 Exiting the Application 1 From the CentreVu Explorer II application select the Exit option from the Navigator frame Exit Select ...

Page 55: ...CentreVu Explorer II Version 1 0 User Guide Introduction Types of Help 1 45 The CentreVu Explorer II application quits running on the desktop client and the Starting Explorer II screen displays ...

Page 56: ...ns of CentreVu Explorer l Agent in Focus to access predefined queries for common reporting scenarios l Custom Query Builder to build and customize queries This is a new program to CentreVu Explorer II See Chapter 5 Custom Query Builder in this guide for more details l Standard Queries to provide publicly available queries built through Custom Query Builder l User Defined Queries to access queries ...

Page 57: ...ize CentreVu Explorer II to your call center by providing meaningful names to split skills vector directory numbers VDNs reason codes and other External Call History Interface ECHI data elements and by providing names to your Agent Login IDs Note CentreVu Call Management System CMS does not currently support a method for propagating all administrable items such as Stroke Counts to the CentreVu Exp...

Page 58: ...rogram 2 2 Accessing Administration Program 2 To access system administration click on the Administration option from the Navigation menu The following frame displays The Administration options you can view are dependent on your administrative rights and privileges Select Administration ...

Page 59: ...tion frame the following submenu options appear From the Administration submenu you can administer Synonyms administrable elements such as Agent VDN Vector and others License Elements elements that you are only allowed to modify CMS and ACD names Security Items administrable Login Accounts and Change Password Administration Submenu Select Administration ...

Page 60: ...istration frame All of the administration frames function similarly to each other However some administration frames include only some of the buttons and fields Elements Title Automatically Flows From CMS Synonyms you can modify add or expire these through Administration See the Administering Synonyms section in this chapter for details Agent Name Administer Agent Names yes VDN Names Administer VD...

Page 61: ...ements 2 5 Security Items you can modify add or expire these through Administration See the Promote Queries in this chapter for details Promote Queries Promote User Defined Queries to Standard no Login Accounts Administer Login Names no Change Password Change User Password no ...

Page 62: ...ministration includes all of the buttons fields and check boxes available to administer elements therefore it is used as an example To administer the agent names do the following 1 From the Navigator frame select the Administration option 2 From the Administration menu select the Agent Names submenu option Select Agent Names ...

Page 63: ...tribution ACD you want to administer 5 Press the Modify button to change the defaulted synonym values in the list Default synonym values are displayed in the list When External Call History ECH does not have a synonym then an ID is created as a default condition 6 From the list select by highlighting an entry To display the entries alphabetically check the Order by Name checkbox IDs of Synonyms Na...

Page 64: ...ame Expires for an example Expire Causes the synonym not to be active or in effect Modify Changes the synonym for example Married and Maiden name Add Adds a new synonym You can only change synonyms when options are enabled with modify capabilities Therefore a user only sees the options they have permission to see Agent Name Expires Example 2 This section provides an example of an expire and replac...

Page 65: ...criteria frame A user with promote query rights may add or delete queries to the Standard Query window The queries that are promoted to be made Standard are available for all users To set the User Defined Query as a Standard Query do the following 1 Access the administration screen by selecting Administration in the Navigator frame 2 Select the Promote Query option The following displays Select Pr...

Page 66: ...uide Administration Administering Synonyms 2 10 3 In the Promote User Defined Queries to Standard frame select the account of the user who created the query in the User Login Queries drop down box The following displays Select the User Login ...

Page 67: ...inistering Synonyms 2 11 4 Select by highlighting the query or queries that you want to make standard 5 Select the Promote button This causes the queries you promote from User Defined Queries to Standard Queries Select the query to promote Press the Promote button ...

Page 68: ... Explorer II Version 1 0 User Guide Administration Administering Synonyms 2 12 6 To view the query you just promoted select the Standard Queries option on the Navigation frame The newly promoted query displays ...

Page 69: ... the creation and maintenance of two types of CentreVu Explorer II accounts Administration permission accounts User permission accounts An administration permission account herein referred to as an Admin account gives you full access to CentreVu Explorer II including the right to add modify and delete existing accounts A user permission account herein referred to as a User account gives you access...

Page 70: ...tion Administering Synonyms 2 14 Administering Login Names 2 You must have administration permission to Administer Login Names To administer the login names do the following 1 From the Navigator frame select the Administration option Select Administration ...

Page 71: ...xplorer II is installed This built in account is called Administration and cannot be deleted When first logging onto the system the default Administration account information is displayed Note It is strongly recommended that the CentreVu Explorer II administrator change this password immediately to prevent unauthorized access to CentreVu Explorer II Choose a new password that is easy to remember I...

Page 72: ...rsion 1 0 User Guide Administration Administering Synonyms 2 16 4 From the Administer Login Names frame you can Modify or Add to the list of names or Delete names See the next sections for details Modify Add or Delete Select ...

Page 73: ...eVu Explorer II Version 1 0 User Guide Administration Administering Synonyms 2 17 Add Login Names 2 To add login names do the following 1 On the Administer Login Names frame select the Add button Select Add ...

Page 74: ...s 2 18 The Create Logins frame displays 2 All of the existing accounts are contained in the list box At a minimum the built in Administration account is listed Any account can be added if you have administration permissions 3 On the Create Logins frame enter Login Password Confirm ...

Page 75: ...CMS 6 Check the Create Custom Queries box if the owner of the new login has permission to use Custom Query Builder 7 Check or uncheck the Promote Custom Queries box if the owner of the new login has permission to Promote the user defined queries to become a standard query See the Promoting Queries section in this chapter for details The Promote Custom Queries is defaulted to the frame 8 Check or u...

Page 76: ...ogin Names 2 Modifying an existing account is similar to adding a new account except that you cannot alter the account name If you wish to alter the account name you must delete the existing account and add a new account with the new name and permission level To modify existing login names do the following 1 From the Administer Login Names frame highlight the name you want to modify from the list ...

Page 77: ...CentreVu Explorer II Version 1 0 User Guide Administration Administering Synonyms 2 21 2 Select the Modify button Select Modify ...

Page 78: ...to the screen 3 On the Edit Logins administration frame enter the information for Password Confirm The Login and checked boxes are displayed with their pre selected settings 4 Modify the check boxes as desired and select the Update button 5 If you decide that you do not want to modify the login select the Cancel button You are returned to the Administer Login Names frame ...

Page 79: ...e following 1 Access the Administer Accounts window 2 Choose the account by highlighting you want to delete 3 Click the Delete button The following window appears 4 Press the OK button Note Remember that you cannot delete the built in account name Admin Any attempt to delete the Administration account will result in an error message ...

Page 80: ...ng 1 From the Navigator frame select the Administration option 2 From the Administration menu select the Change Password submenu option The following window displays 3 To change the password you must supply the original password for this account in addition to the new password that has administration permissions You can only change your own password ...

Page 81: ...e your new password 6 If you do not want to make the new password changes select Cancel to return to the main CentreVu Explorer II Splash frame Note It is strongly recommended that the CentreVu Explorer II administrator change this password immediately to prevent unauthorized access to CentreVu Explorer II Choose a new password that is easy to remember If you forget the password and it is the only...

Page 82: ...CentreVu Explorer II Version 1 0 User Guide Administration Administering Synonyms 2 26 ...

Page 83: ...ize the CentreVu Explorer II to your call center by providing meaningful names to splits skills vector directory numbers VDNs reason codes External Call History Interface ECHI data elements and by providing names to your Agent Login IDs Explorer Classic presents the familiar Explorer desktop but with new query capabilities such as conditional queries and new user interface elements It is also enha...

Page 84: ...ic 3 2 Using Explorer Classic 3 To use the Explorer Classic program do the following 1 Access Explorer Classic 2 Administer Set Session Display if you want to see something other than the default options 3 Select the Elements 4 Select the Search Criteria 5 View Results 6 Save Query ...

Page 85: ...plorer Classic 3 1 Log in to CentreVu Explorer II For details about how to do this see Chapter 1 Introduction 2 In the Navigation frame click on the Explorer Classic option to open the Explorer Classic program 3 Select the elements for the query See the next section for details Select Explorer Classic ...

Page 86: ...use Custom Query Builder to create a User defined Query you create a new Session Display The list of Session Displays is specific to each login To administer Session Display do the following 1 Click on the Explorer Classic Set Session Display submenu The following window appears 2 From this window you can select which Session Display you want to use from the drop down list located in the top right...

Page 87: ... queries for your login When you want to change the current display select a different Session Display and save it Note CentreVu Explorer II comes with one Default Session Display which consists of the following elements ACD Answering Split Skill Answering Agent Call ID Calling Party CMS Day of Week Dialed Number Duration First VDN In Queue Wait Time Segment Segment Start Date Segment Stop Date St...

Page 88: ...me see Chapter 1 Introduction for details For definitions of each query element see the Appendix Query Elements in this guide 2 When you are satisfied with your selections in the Query Elements frame press the Build Query Agent Info or Call Info button to display the Search Criteria frame When the screen refreshes parameters specific to the elements you selected appear in the Search Criteria frame...

Page 89: ...me do the following 1 Select all desired search criteria See Chapter 1 Introduction for details 2 From the Display Options drop down box set up the display options Session Display Agent Information Call Information or All Columns Only one display type may be viewed at a time 3 Select the Find Results button to display the results of the query ...

Page 90: ... the results of the query To display the results of a query press the Find Results button from the Search Criteria frame The following graphic shows you the results the grid results of the query settings in the session display format that you specify Note When viewing multiple rows of data and scrolling vertically in the Query Results frame column headings disappear ...

Page 91: ...oing the following 1 In the Query Criteria frame press the Modify button The Custom Query Builder frame displays the Display Fields that are automatically populated from the Session Display selections the Criteria Fields that are automatically populated from the query elements selected in the Element Selection frame the Format Criteria is automatically populated from the Search Criteria selections...

Page 92: ... 2 From this window select the Format Criteria tab and the following displays 3 To save the query click the OK button Note If you choose to make any changes to the query you can rename and save it by clicking OK The new name shows up under your User Defined Queries in the Navigation frame ...

Page 93: ... The Agent in Focus Queries section of CentreVu Explorer II provides multiple reports about an agent s activities You can select from a list of pre defined reports each of which focuses on a different agent activity Results are presented in a report format for each query and can be printed or exported The following section details the reports provided within the Agent in Focus Queries program of C...

Page 94: ... in Focus Queries Agent in Focus Queries 4 2 Agent in Focus Queries 4 From the Agent in Focus Queries option in the Navigation frame select the report you want to access from the Agent in Focus Queries submenu For example Select Agent in Focus Queries ...

Page 95: ...ved as a user query or promoted to a standard query in CentreVu Explorer II See Chapter 6 Standard or User Defined Queries for details See Chapter 3 Explorer Classic for more search criteria details about Displaying Options Finding Results Modifying Results See Chapter 8 Query Results for details about exporting files printing query results and using Cradle to Grave reports ...

Page 96: ...gent in Focus Queries 4 From the Navigation Frame of CentreVu Explorer II application click on the Agent in Focus Queries option The following submenu options display The following sections describe each of the submenu options available through Agent in Focus Queries Select Agent in Focus Queries Submenus ...

Page 97: ... hold As with all Agent in Focus Queries reports selecting this report provides the appropriate Search Criteria elements to run the report 1 For the Agent On Hold report select an agent from the drop down list box 2 Enter a number in the Times Held text box The number entered then generates results that are greater than or equal to the number you entered 3 To view all calls put on hold enter the v...

Page 98: ...report Call ID The identifier of the call record as generated by the ECS switch ACD The number of the automatic call distribution ACD for the call Start Time The start time for the call segment Duration The length of the call Agent Talk Time The talk time for the agent during the call Times Held The number of times the caller was placed on hold during the call Caller On Hold Time The cumulative ho...

Page 99: ...ller abandoned from hold ii Digits The information indicator ii digits received from the public network through an integrated services digital network ISDN communication Calling Party The originating number of the calling party This number can be the automatic number identification ANI the internal extension number or the trunk equipment location ...

Page 100: ...events when the agent transferred the call to a measured or unmeasured location Click on Find Results to display results The following items are included in the Transferred Call report Call ID The identifier of the call record as generated by the ECS switch ACD The number of the ACD for the call Start Time The start time for the call segment Duration The length of the call Talk Time The talk time ...

Page 101: ...other measured or unmeasured location Calling Party The originating number of the calling party This number can be the ANI the internal extension number or the trunk equipment location Dialed Number The dialed digits received from the network or ECS switch These digits are often the vector directory number VDN and or dialed number identification service DNIS for the call ...

Page 102: ...ecified in seconds Click on Find Results to display results The following items are included in the After Call Work report Call ID The identifier of the call record as generated by the ECS switch ACD The number of the ACD for the call Start Time The start time for the call segment Duration The length of the call Agent Talk Time The talk time for the agent during the call Call Work Code The After C...

Page 103: ...eries 4 11 After Call Work The time the agent is in the After Call Work state for the call Segment Number Identifies which part of the call the data describes Dialed Number The dialed digits received from the network or ECS switch These digits are often the VDN and or DNIS for the call ...

Page 104: ... Results to display results The following items are included in the Conferenced Call report Call ID The identifier of the call record as generated by the ECS switch ACD The number of the ACD for the call Start Time The start time for this call segment Duration The length of the call Agent Talk Time The talk time for the agent during this call Conference Indicates if this call was conferenced by th...

Page 105: ...eries 4 13 Calling Party The originating number of the calling party This number can be the ANI the internal extension number or the trunk equipment location Dialed Number The dialed digits received from the network or ECS switch These digits are often the VDN and or DNIS for the call ...

Page 106: ...r external calls or an extension for internal calls Additionally wild card matching is available to enter partial digit strings for the number to search For instance all calls from area code 212 may be searched by entering 212 in the respective field Click on Find Results to display results Note A wild card is a special character used to broaden or narrow a search Use the percent sign for multiple...

Page 107: ...lk Time The total talk time for the agent during the call After Call Work The time the agent is in the After Call Work state for the call Abandoned From Hold Yes No value indicating if the caller abandoned from hold Transferred Indicates if the call was transferred by the answering agent to another measured or unmeasured location Conference Indicates if the call was conferenced by the answering ag...

Page 108: ...isplay results The following items are included in the Application VDN report Call ID The identifier of the call record as generated by the ECS switch ACD The number of the ACD for the call Start Time Actual start time for the call segment Duration The length of the call Agent Talk Time The talk time for the agent during the call Call Work Code The After Call Work Code as entered by the agent upon...

Page 109: ...Agent in Focus Queries 4 17 Dialed Number The dialed digits received from the network or ECS switch These digits are often the VDN and or DNIS for the call Agent Released Indicates whether the agent released this call from the agent s terminal prior to call termination ...

Page 110: ...luded in the Information Indicator report Call ID The identifier of the call record as generated by the ECS switch ACD The number of the ACD for the call Start Time The start time for the call segment Duration The length of the call Agent Talk Time The talk time for the agent during the call ii Digits This field presents the digits collected and passed in the Customer Information CINFO field of th...

Page 111: ... network or ECS switch These digits are often the VDN and or DNIS for the call Calling Party The originating number of the calling party This number can be either the ANI the internal extension number or the trunk equipment location Collected Digits The information indicator ii digits received from the public network through ISDN communication ...

Page 112: ... to display results The following items are included in the Assistance Requested report Call ID The identifier of the call record as generated by the ECS switch ACD The number of the ACD for the call Start Time The start time for the call segment Duration The length of the call Agent Talk Time The talk time for the agent during this call Dialed Number The dialed digits received from the network or...

Page 113: ...Party The originating number of the calling party This number can be the ANI the internal extension number or the trunk equipment location ii Digits The information indicator ii digits received from the public network via ISDN communication Answering Split Skill The split or skill of the answering agent ...

Page 114: ...observed Click on Find Results to display results The following items are included in the Service Observed report Call ID The identifier of the call record as generated by the ECS switch ACD The number of the ACD for the call Start Time The start time for the call segment Duration The length of the call Malicious Indicates if the agent initiated a malicious call trace from the agent s terminal ...

Page 115: ...ation ii Digits The information indicator ii digits received from the public network through ISDN communication Call Observed Indicates if the call was observed by an authorized Service Observing station Last Observer Indicates the name or ID of the observing party for the call Audio Problem Indicates if the agent indicated an audio problem for the call Trunk Group The incoming trunk group of the ...

Page 116: ...ginating Reason Code as entered by the agent Click on Find Results to display results The following items are included in the Agent Reason Code report Call ID The identifier of the call record as generated by the ECS switch ACD The number of the ACD for the call Start Time The start time for the call segment Duration The length of the call Agent Talk Time The talk time for the agent during the cal...

Page 117: ... Guide Agent in Focus Queries Agent in Focus Queries 4 25 Original Reason Code The Reason Code entered by the agent as the Originating Reason Code for the call After Call Work The time the agent is in the After Call Work state for the call ...

Page 118: ...e following items are included in the Agent to Agent report Call ID The identifier of the call record as generated by the ECS switch Universal Call ID A unique number assigned to a call within the customer network Segment Number Identifies which part of the call the data describes ACD The number of the ACD for the call Segment Start Time Actual start time for the call segment Duration The length o...

Page 119: ...ries Agent in Focus Queries 4 27 Transferred Indicates if the call was transferred by the answering agent to another measured or unmeasured location Conferenced Indicates if the call was conferenced by the answering agent to another measured or unmeasured location ...

Page 120: ... Results to display results The following items are included in the Direct Agent Queued report Call ID The identifier of the call record as generated by the ECS switch ACD The number of the ACD for the call Start Time The start time for the call segment Duration The length of the call Agent Talk Time The talk time for the agent during the call After Call Work The time the agent is in the After Cal...

Page 121: ... Queries 4 29 In Queue Wait Time The time the caller waited in queue prior to the call being answered or the caller abandoned from queue Calling Party The originating number of the calling party This number can be the ANI the internal extension number or the trunk equipment location ...

Page 122: ... malicious call trace through the agent terminal Click on Find Results to display results The following items are included in the Malicious Call report Call ID The identifier of the call record as generated by the ECS switch ACD The number of the ACD for the call Start Time The start time for the call segment Duration The length of the call Agent Talk Time The talk time for the agent during the ca...

Page 123: ...itiated a malicious call trace from the agent s terminal Calling Party The originating number of the calling party This number can be the ANI the internal extension number or the trunk equipment location Dialed Number The dialed digits received from the network or ECS switch These digits are often the VDN and or DNIS for the call ...

Page 124: ... having an audio problem through the agent terminal Click on Find Results to display results The following items are included in the Audio Problems report Call ID The identifier of the call record as generated by the ECS switch ACD The number of the ACD for the call Start Time The start time for the call segment Duration The length of the call Agent Talk Time The talk time for the agent during the...

Page 125: ...the agent indicated an audio problem for the call Calling Party The originating number of the calling party This number can be the ANI the internal extension number or the trunk equipment location Dialed Number The dialed digits received from the network or ECS switch These digits are often the VDN and or DNIS for the call ...

Page 126: ...CentreVu Explorer II Version 1 0 User Guide Agent in Focus Queries Agent in Focus Queries 4 34 ...

Page 127: ...ides the user with the ability to create and save queries for future use Query Builder includes a full range of comparison operators and grouping plus and or type conditions CentreVu Explorer II users are not limited by preconceived ideas about the type of analysis they may want to apply to their call data Using the Custom Query Builder tool virtually any conditional query imaginable by a call cen...

Page 128: ...Custom Query Builder Overview 5 2 Custom Query Builder Overview 5 The process for using Custom Query Builder is 1 Loading Java Plug in if needed 2 Accessing Custom Query Builder 3 Setting up User Defined queries 4 Building queries 5 Saving queries 6 Running the query ...

Page 129: ...e run either with or without the Java Plug In The Java Plug In is a downloaded helper that allows Java Applets to be run in a non conforming browser environment You would want to select the Use Java Plug in box on the main CentreVu Explorer II splash screen when you have a non conforming browser Checking for a Non Conforming Browser 5 To check if your browser is non conforming look at the icon nex...

Page 130: ...Plug in Optional 5 If you have a non conforming browser it is necessary to load and start running the Java plug in prior to using Custom Query Builder To load the Java plug in do the following 1 From the Navigation frame select Help See the Help Topics section in Chapter 1 Introduction for details 2 From the Help submenu select About See the Help Topics section in Chapter 1 Introduction for detail...

Page 131: ...lays 4 Select the Use Java Plug in check box 5 Press the Save Settings button 6 From the Navigation frame select the Custom Query Builder option to launch the Custom Query Builder program See the Accessing Customer Query Builder section for more details One of two possible conditions occur If the Java plug in is installed the Custom Query Builder program displays You can proceed to the Accessing C...

Page 132: ... the next section Installing the Java Plug in On Your PC Installing the Java Plug in On Your PC 5 If your frame for Custom Query Builder comes up blank you need to install the Java plug in on your computer The Java plug in setup utility is loaded on the server when Centrevu Explorer II is installed For more information see your System Administrator The following message automatically displays and ...

Page 133: ...he following information displays 2 From the Locale drop down box select the language for example U S English 3 From the Region drop down box select the region for example USA 4 Select by highlighting the Available Locations site you want to download the Java Plug in from 5 Press the Install button ...

Page 134: ...Version 1 0 User Guide Custom Query Builder Using Custom Query Builder 5 8 The following information displays When the downloading is complete the following information displays 6 To accept the licensing agreement press Yes ...

Page 135: ...ery Builder Using Custom Query Builder 5 9 The Choose Destination Location screen displays 7 Use the Browse button to select the destination folder where you want to install the Java Plug in The default destination is recommended 8 Press Next to continue ...

Page 136: ...ntreVu Explorer II Version 1 0 User Guide Custom Query Builder Using Custom Query Builder 5 10 The following screen displays When the Java plug in is setup you can access Custom Query Builder application ...

Page 137: ...r from the navigation frame The following screen displays The Query Builder applet does the following Enables you to name rename queries Enables you to use standard Windows controls when selecting items This includes using Shift and Control to select multiple items and drag and drop Enables you to order items in display Enables you to hard code query criteria Select Custom Query Builder ...

Page 138: ...t for future use Because the Navigation frame is always available on the CentreVu Explorer II screen users can access these custom reports immediately no matter where they are in the application Once a User Defined Query is selected in Custom Query Builder its elements are defined in the Search Criteria frame on the right In the following example the elements are defined in the Search Criteria fra...

Page 139: ...rsion 1 0 User Guide Custom Query Builder Using Custom Query Builder 5 13 Answering Agent This query will return results where the on hold time was greater than or equal to 222 seconds and the answering agent was 660 in ACD 1 ...

Page 140: ...in the CentreVu Explorer II database Queries can be built for multiple ACDs or for individual sites To build a query and start using Query Builder do the following 1 Select Custom Query Builder from the Navigator frame the Custom Query Builder frame displays 2 In the Query Name text box enter the name of the query you want to create 3 In the Data Filter drop down menu select Segment Data or Call D...

Page 141: ... Guide Custom Query Builder Using Custom Query Builder 5 15 4 Select the tab you want to use Display Fields tab Criteria Fields tab Format Criteria tab The next sections provide details about how to use each of these tabs to build a query ...

Page 142: ...om Query is to click on the Display Fields tab The Display Fields tab provides a list of data elements on the left side of the screen From this tab a custom query can be created To begin building a custom query from the Display Fields tab do the following 1 From the Custom Query Builder frame select the Display Fields tab The following screen displays ...

Page 143: ...e right column list Add button allows you to add a new display field to the list in the right column list Remove button allows you to remove fields displayed in the list on the right Add All button allows you to add all of the fields displayed to the list on the right Remove All button allows you to remove all of the fields displayed in the list on the right 4 To reorder the elements selected in t...

Page 144: ... tab works similarly to the Display Fields tab However the information on the Criteria Fields tab is used to narrow your search of the data elements previously selected on the Display Fields tab To continue building a custom query from the Criteria Fields tab do the following 1 From the Custom Query Builder frame click on the Criteria Fields tab 2 Highlight the item s in the list on the left that ...

Page 145: ... from the list Add button allows you to add a new display field to the list on the right Remove button allows you to remove fields displayed in the list on the right Add All button allows you to add all of the fields displayed to the list on the right Remove All button allows you to remove all of the fields displayed in the list on the right 4 To reorder the elements selected in the lists use the ...

Page 146: ... Explorer II queries Custom Standard and Explorer Classic a wide range of conditional variables And Or and Group by parenthesis can be used to precisely define the desired results To finish building a custom query from the Format Criteria tab do the following 1 From the Custom Query Builder frame click on the Format Criteria tab The Format Criteria tab displays each element selected on the Display...

Page 147: ...wn menu To get to subsequent items on the form click on the first item and then arrow down to select the second item See the following example 3 In the text box es you can either Enter the appropriate values for example 180 30 Y you want to use to define the elements Leave the settings as user input to let the criteria be set at run time ...

Page 148: ...ayed in the pull down menu Complex queries are easily created by using groupings with the parentheses functions or the combination of AND and OR functions These fields can be used as many times as desired See the following example 5 Choose the Add or Delete button Add button allows you to add rows Delete button allows you to delete rows ...

Page 149: ...Custom Query Builder 5 23 6 Select the Conditional Operators displayed in the pull down menu You can choose any combination of the multiple criteria format options By selecting these options you are applying simple arithmetic logic to the queries See the following example ...

Page 150: ...e Query Builder frame asks for a name under which to save the custom query The Save Query feature is extremely useful for re using complex queries tailored to a specific VDN split skill or CMS If you press the OK button the following screen displays Reset button allows you to reset the Format Criteria If you wish to delete all of the work completed in this tab this button allows you to erase the e...

Page 151: ...r Defined queries are those queries that each user creates for their own use through Custom Query Builder Standard queries are the queries that an administrator promotes from the User Defined queries These promoted or Standard queries are shared by all of the users In other words it is available to all users This chapter describes how to use standard and user defined queries This chapter also desc...

Page 152: ...d Queries no queries are available to view After you build queries in Custom Query Builder you can view the queries in User Defined queries When User Defined queries are promoted by an administrator to share with other users of CentreVu Explorer II then you can view the queries in the Standard queries To access User Defined Queries click on the User Defined Queries from the navigation frame Select...

Page 153: ...er II Version 1 0 User Guide Standard and User Defined Queries Accessing Standard or User Defined Queries 6 3 To access Standard Queries click on the Standard Queries from the navigation frame Select Standard Queries ...

Page 154: ...Query Criteria frame using the elements that were previously specified in Query Builder In summary you are running a previously defined query For more general information see Chapter 1 Introduction for details about how to use and view queries For example selecting the type of query to use and caller and agent information Chapter 3 Explorer Classic for details about displaying options finding resu...

Page 155: ...sers A user can select any query in the Standard Query main window All pre populated data appears in the search criteria frame A user with administration rights may add or delete queries to the Standard Query window The queries that are promoted to be made Standard by an administrator are available for all users For procedures on how to promote queries see Promoting Queries section in Chapter 2 Ad...

Page 156: ... 0 User Guide Standard and User Defined Queries Providing Search Criteria 6 6 Providing Search Criteria 6 See Chapter 1 Introduction and Chapter 3 Explorer Classic for examples of Displaying Options Finding Results Modifying Results ...

Page 157: ...queries included in this chapter incorporate the following skills Selecting External Call History Interface ECHI elements to query on Providing search criteria See Chapter 3 Explorer Classic for details about providing Search Criteria information Controlling the results of the query See Chapter 9 Query Results for details about displaying the results of the query Choosing different views of the qu...

Page 158: ...mple Queries 7 The following examples shows the results of a query built using CentreVu Explorer II Abandon Call Analysis Sample Query Efficient Automatic Number Identification ANI Analysis Query Special Call Treatment Query Cell Phone Analysis Query Cradle to Grave Reporting Query ...

Page 159: ...iteria frame select the date range we are interested in select Yes for Abandoned and place a 30 seconds for caller on hold time This will give a list of the callers that abandoned the call You could export this list to a spreadsheet and use it to call back the customers that abandoned using the calling party field if you have ANI Look through the list to see if there is a common theme perhaps it i...

Page 160: ...pare call volumes both before and after the promotion Set up a query in Custom Query Builder with calling party 303 or calling party 719 This will return all the callers from the Denver area Run the query with the date range before the promotion and after the promotion to determine the affect on the call volume You can combine the Calling Party query with other query elements for instance ii digit...

Page 161: ...or transfer a call and agents should conference calls Agents are not supposed to let their After Call Work Time exceed 1 minute You can use the query capabilities of Explorer II to determine if the calls are being treated correctly For example run a query on Agent Released Yes You now have a list of all the calls where the agent released the call Run a query where Transferred Yes Run a query where...

Page 162: ...ell phone are abandoned at a higher rate Set up a query using abandoned from hold or disposition abandoned in queue Pick a busy time You will have a list of your abandoned calls for that time period Now add the ii digits fields to your query Run the same query with ii digits cell phone and another query with ii digits cell phone Compare the two lists When doing ii Digits search criteria use the nu...

Page 163: ...n immediately see how many times this person has called and what happened in each of those calls For more information about ANI see the ANI help topics Select the Cradle to Grave for that call You now know and can tell the customer exactly what happened during the time that call was placed how long they talked how many times they were placed on hold and other details about the call With this type ...

Page 164: ...CentreVu Explorer II Version 1 0 User Guide Sample Queries Sample Queries 7 8 ...

Page 165: ...ments that display in the Query Results window and describes the elements that appear in a cradle to grave display from records returned from a query The Cradle to Grave icon for a Call ID or Universal Call ID UCID allows you to view specific events for each segment of the call This chapter also describes how to use the export and print feature for the query results ...

Page 166: ... Save to File This allows you to save the output of any CentreVu Explorer II query to a file and then import the data to a spreadsheet database or word processing program for reporting and formatting To export the grid results to a file do the following 1 Run Query Builder also available through Explorer Classic Agent In Focus or User Defined Queries See Chapter 5 Customer Query Builder for detail...

Page 167: ...eVu Explorer II Version 1 0 User Guide Query Results Exporting to a File 8 3 2 From the Session Display window save the grid results to a file by clicking the Save to File icon This is the Save to File icon ...

Page 168: ...the name of the file 4 Using the Save in drop down menu select the directory where you want to save the file 5 From the Save As dialog box select Save 6 Open the file in an application such as Microsoft Excel 7 Use the application s wizard to step you through the process of converting the file to the appropriate format for example Microsoft Excel ...

Page 169: ...g Query Results 8 You can print the query results to any printer that is set up for your computer To print query results do the following 1 Run Query Builder also available through Explorer Classic Agent in Focus Queries or User Defined Queries See Chapter 5 Customer Query Builder for details ...

Page 170: ...CentreVu Explorer II Version 1 0 User Guide Query Results Printing Query Results 8 6 2 From the Session Display window click on the Print icon This is the Print icon ...

Page 171: ...treVu Explorer II Version 1 0 User Guide Query Results Printing Query Results 8 7 The Print window displays 3 From the Name drop down menu use the down arrow to select the printer 4 Click on the OK button ...

Page 172: ...reating Cradle to Grave Reports 8 This section describes how to access and use CentreVu Explorer II Cradle to Grave reports Accessing Cradle to Grave Reports 8 To access the Cradle to Grave reports select the C G icon from the grid results See the following example This is the Cradle to Grave icon ...

Page 173: ...m a query you may click on the Cradle to Grave C G icon for a Call ID or UCID to view specific events for all segments of the call Note Cradle To Grave reports support calls from multiple CMSs only from call segments originating from CentreVu CMS Version R3V6 This version of CMS supports Universal Call Identification UCID UCID stays with a call segments together across multiple CMSs For more UCID ...

Page 174: ...er Guide Query Results Cradle to Grave Report Analysis 8 10 Cradle to Grave Report Analysis 8 The following sections describe the element results for example Call Information and Call Handling that appear in this cradle to grave display ...

Page 175: ...tion Universal Call ID The unique number assigned to a call within the customer s network Call ID The unique number assigned to this call and all its segments Date The date and time of the first segment of the call Calling Party The Automatic Number Identification ANI Station Identification SID extension or trunk equipment location identifying the originator of the call ...

Page 176: ...ed from the public network through an integrated services digital network ISDN ACD Automatic Call Distributor and or trunk group for this segment Answering VDN The answering vector directory number Segment Duration Duration of the call segment in seconds Note Other elements may be displayed depending upon the actual call treatment Please refer to the Appendix in this guide for descriptions of thes...

Page 177: ...all Handling information Call entered at First VDN The number dialed for this segment Call started with Vector The first Vector number pointed to by the incoming VDN Call Queued to Primary Split Skill The split skill initially queued to a Split Skill designated as primary for this vector Calling in queue for Disposition time in seconds of this call segment ...

Page 178: ...n Split Skill The split skill queued to a Split Skill as designated for this vector Call put on hold Answering Agent placed the call on hold Talk Time Talk time in seconds for this call segment Call Completed Agent Released Will indicate if the Agent Released upon completion Note Other elements may be displayed depending upon the actual call treatment Please refer to the Appendix in this guide for...

Page 179: ... is shown for a call that spanned multiple segments Every time a call is transferred conferenced or interflowed a new segment is created New segments are defined by different color banner bars across the bottom of the Cradle to Grave reports A unique banner is provided in the event a segment is handled by a split skill defined as a Voice Response Unit Segments continue to build until the call comp...

Page 180: ...CentreVu Explorer II Version 1 0 User Guide Query Results Multi Segment Cradle to Grave Analysis 8 16 ...

Page 181: ...es to perform the query and display functions Field descriptions and query options describe each element l Field Description An overview of the contents of the element l Query Options The options available in CentreVu Explorer for setting parameters Note The list of elements are in alphabetical order and are based on the full textual name not the variable name Example Abandoned from Hold HOLDABN ...

Page 182: ...ng the segment YES 1 NO 0 With System 85 R2V4 and Generic 2 1 HOLDABN is only used for automatic call distribution ACD calls With Generic 2 2 Generic 3 and ECS this is for any call All records that have HOLDABN 0 are returned as calls not abandoned from hold l Query Options Select one of the following choices from the drop down list box Abandoned from hold Not abandoned from hold ...

Page 183: ...CMS and prior versions l Query Options Select an ACD number from the drop down list box containing all valid ACDs Note The drop down list box contains the list of valid ACD numbers based on the CMS version Any site with an R3V5 CMS shows ACD numbers 1 through 4 in the drop down list box regardless of whether each of those ACDs exist If you choose a non existent ACD number as part of the search cri...

Page 184: ... This field displays the elapsed time in seconds an agent spends in the After Call Work ACW state after a call segment An agent s terminal may be programmed to automatically be placed in ACW l Query Options The query returns results with ACW times greater than or equal to the number of seconds entered in the text box ...

Page 185: ...ELEASED 1 l Field Description This field indicates whether an Automatic Call Distribution ACD or a Direct Agent ACD DACD call was released first by the agent or by the caller l Query Options Select one of the following choices from the drop down list box Agent Released Agent NOT Released ...

Page 186: ...iew A 6 Agent Talk Time TALKTIME 1 l Field Description This field is the total talk time in seconds for the answering agent in the segment l Query Options The query returns results with agent talk time greater than the number of seconds entered in the text box ...

Page 187: ... and Login ID of the agent who answered the call in the segment Names must be administered with a corresponding Login ID ANSLOGIN to be listed in this field This field is blank for unmeasured extensions when Expert Agent Selection EAS is not active l Query Options Select an agent name from a drop down list box containing all agent names ...

Page 188: ...r the ECS and G3 switches calls that receive a busy indication because the split queue was full or there was no queue are recorded here 6 Forced disconnect VDN calls that are disconnected by the switch due to the execution of a disconnect vector command Generic 2 2 Generic 3 Version 2 later Generic 3 switches and the DEFINITY ECS For Generic 2 1 and Generic 3 Version 1 switches forced disconnect c...

Page 189: ... Answering Reason Code ANSREASON 1 l Field Description This field is the reason code for the Auxiliary AUX state of the agent who answered the call l Query Options Select a reason code from a drop down list box that displays all distinct reason codes in the database ...

Page 190: ... field is the number of the split or skill associated with the call at its disposition in the segment Calls that were not queued to a split or skill at the time of disposition are set to 1 Calls that were queued to an unmeasured split or skill are set to 0 l Query Options Select a split skill from the drop down list box ...

Page 191: ...n This field displays the number of the VDN associated with the call at its disposition for the call segment DISPVDN is blank for calls not associated with a VDN at their disposition l Query Options Select a VDN from the drop down list box The query results will display a 0 for calls not associated with a VDN ...

Page 192: ...ing Vector DISPIVECTOR 1 l Field Description This field is the number of the first vector associated with the disposition VDN DISPVDN The number is 0 if no vector is involved l Query Options The query returns results associated with the vector number entered in the text box ...

Page 193: ... ASSIST 1 l Field Description This field is when a call is supervisor assisted if the answering agent in this segment requested supervisor assistance on this call l Query Options Select one of the following choices from the drop down list box Assistance requested Assistance not requested ...

Page 194: ...ew A 14 Audio Problem AUDIO 1 l Field Description This field is 1 if the answering agent reported an audio problem in the segment l Query Options Select one of the following choices from the drop down list box Audio problems reported No audio problems reported ...

Page 195: ...l ID number entered in the text box Note Note that in the case of a conference or transfer when the data for the conference transfer is recorded the same call ID will be recorded for all call segments of the conference transfer Note that in the case of meet me conferences this may result in higher numbered segments of the call starting before the first segment on the call Call IDs are not necessar...

Page 196: ...d Description This field indicates if a caller abandoned from queue or any other state prior to being answered by an agent This is equivalent to the Answering Disposition equal to a value of 3 l Query Options Select one of the following choices from the drop down list box Calls Abandoned Calls NOT Abandoned ...

Page 197: ...in this call segment l Query Options The query returns results associated with caller on hold times greater than the number of seconds entered in the text box Enter 0 zero to get all calls that were placed on hold Note Note that in agent to agent calls ANSHOLDTIME is accrued for the answering agent if the agent puts the call on hold but not for the other agent who continues to accrue talk time ...

Page 198: ... extension or trunk equipment location identifying the originator of the call This field is blank if the trunk is not measured or for internal calls if the originating extension is not measured Up to 12 digits in this field l Query Options The query returns results associated with the numeric string that identifies the calling party and which was entered in the text box You may enter partial numbe...

Page 199: ... Code LASTCWC 1 l Field Description This field is the last call work code entered by the answering agent in this segment This item applies to Generic 2 2 Generic 3 and ECS only l Query Options The query returns results associated with the call work code entered in the text box ...

Page 200: ...f an ISDN PRI message The data may be customer entered digits passed through an ISDN call such as a customer account number or network menu choice l Query Options The query returns results associated with the numeric string that identifies the CINFO and which was entered in the text box You may enter partial number matches by including a wild card in the numeric query ...

Page 201: ...ed digits sent to CentreVu CMS for this call These digits are collected during call vectoring during the call prompting steps l Query Options The query returns results associated with the numeric string that identifies the collected digits and which was entered in the text box You may enter partial number matches by including a wild card in the numeric string ...

Page 202: ... l Field Description This field indicates if the agent initiated a conference in the segment The CONFERENCE field is 1 if the answering agent initiated a conference in the segment l Query Options Select one of the following choices from the drop down list box Conference calls Non conference calls ...

Page 203: ...ains the number that the caller dialed For inbound calls with vectoring this number is the VDN associated with the call For inbound calls without vectoring this number is 0 For outbound calls this number is the dialed digits l Query Options The query returns results associated with the VDN or dialed digits entered in the text box ...

Page 204: ...This field indicates whether the call was queued as a direct agent call The DA_QUEUED field is 1 if the call was queued as a direct agent call This database item applies to Generic 3 with EAS only l Query Options Select one of the following choices from the drop down list box Direct Agent Queued NOT Direct Agent Queued ...

Page 205: ...egment until the caller is disconnected For the first segment of a call this will be the trunk holding time for the caller for the entire call With a transfer the original trunk remains associated with both segments until the call ends thus the duration for the first segment is the time from the seized to idle state for the trunk l Query Options The query returns results associated with a duration...

Page 206: ...uipment Location EQLOC 1 l Field Description This field is the equipment location of the trunk that carried the call This field is 0 if the trunk is not measured l Query Options The query returns results associated with the equipment location code entered in the text box ...

Page 207: ...x Overview A 27 First VDN FIRSTVDN 1 l Field Description This field is the first VDN associated with the call segment This will be 0 for calls not associated with a VDN l Query Options Select a VDN from a drop down list box containing all distinct VDNs ...

Page 208: ...r FIRSTIVECTOR 1 l Field Description This field is the number of the first vector associated with the first VDN for the call segments This number will be 0 if no vector is involved l Query Options The query returns results associated with the vector number entered in the text box ...

Page 209: ... 1 l Field Description This field indicates whether Call Vectoring provided a Forced Busy to the caller prior to being answered by an agent This is equivalent to the Answering Disposition equal to a value of 5 l Query Options Select one of the following choices from the drop down list box True False ...

Page 210: ...6 1 l Field Description This field indicates whether Call Vectoring provided a Forced Busy to the caller prior to being answered by an agent This is equivalent to the Answering Disposition equal to a value of 6 l Query Options Select one of the following choices from the drop down list box True or False ...

Page 211: ...N not accompanied by automatic room identification ID 07 Special operator handling required 20 AIOD Listed DN of PBX sent 23 Coin or non Coin line status unknown 24 800 Service 27 Coin Call 29 Prison Inmate Service 30 32 Intercept 34 Telco Operator Handled Call 40 49 Locally determined by carrier 52 OutWATS60 Telecommunication Relay Service TRS Station Paid 61 Type 1 Cellular 62 Type 2 Cellular 63...

Page 212: ...reVu Explorer II Version 1 0 User Guide Appendix Overview A 32 l Query Options Select an Information Indicator number from a drop down list box containing all Information Indicator numbers from the database ...

Page 213: ...ide Appendix Overview A 33 Interflowed DISPOSITION 4 1 l Field Description This field indicates if the call was redirected to an off switch destination l Query Options Select one of the following choices from the drop down list box True False ...

Page 214: ...1 l Field Description This field is the wait time in the vector in queue or ringing For extension calls made directly to agents not through a VDN this field is always 0 l Query Options The query returns results with an in queue wait time in seconds greater that the number entered in the text box ...

Page 215: ...5 Last Observer LASTOBSERVER 1 l Field Description This field is the login ID of the last agent who service observed or bridged on to this call l Query Options Select an agent ID from a drop down list box containing the login IDs of all last observers in the database ...

Page 216: ...IOUS 1 l Field Description This field is 1 if malicious call trace was activated in the call segment This applies to Generic 2 and Generic 3 but not to Generic 3i Version 1 l Query Options Select one of the following choices from the drop down list box Malicious calls Not Malicious calls ...

Page 217: ...A 37 Net in Time NETINTIME 1 l Field Description The time the call spent in a VDN processing at another switch located elsewhere in the network l Query Options The query returns results with a net in time greater than the number of seconds entered in the text box ...

Page 218: ...A 38 Observed Call OBSERVINGCALL 1 l Field Description This field is 1 if the call represents an agent observing or bridging on to an existing call l Query Options Select one of the following choices from the drop down list box Observing calls Not Observing calls ...

Page 219: ...erview A 39 Originating Hold Time ORIGHOLDTIME 1 l Field Description The total time the originating agent put the call on hold l Query Options The query returns results with an originating hold time greater than the number of seconds entered in the text box ...

Page 220: ...ld is the login ID of the agent originating the call This is used for calls an agent originates to another agent to an on switch extension or to an external destination includes calls made as part of a transfer or conference l Query Options Select an agent ID from a drop down list box containing all distinct IDs from the database ...

Page 221: ...Originating Reason Code ORIGREASON 1 l Field Description This field contains the Reason Code for the AUX state in which the agent originated the call l Query Options Select a Reason Code from a pull down list box that displays all distinct Reason Codes in the database ...

Page 222: ...resents the priority the call had at its disposition If the call never queued to a split skill the priority will be null l Query Options Select a disposition priority from a drop down list box containing the following possible priorities null no no vectoring yes no vectoring low vectoring medium vectoring high vectoring top vectoring ...

Page 223: ...3 Segment Number SEGMENT 1 l Field Description This field is the number for identifying the segment Segment numbers range from 1 to the number of segments in the call l Query Options The query returns results associated with the segment number entered in the text box ...

Page 224: ...view A 44 Stroke Tally EVENT1 9 1 l Field Description This field contains the number of times each event stroke count button was pressed during this call segment l Query Options Select a stroke number from the drop down list box The valid range is 1 through 9 ...

Page 225: ...or the agent who puts the call on hold regardless of whether that agent answered or originated the call but it is not incremented for the other agent who is continuing to accrue talk time For Generic 2 1 switches this includes only split ACD calls held With the ECS Generic 2 2 and Generic 3 switches this includes all calls the agent put on hold l Query Options The query returns results associated ...

Page 226: ...ted a transfer on this call segment Valid values for TRANSFERRED are 0 NO 1 YES For the ECS Generic 2 2 and Generic 3 switches TRANSFERRED is set for any call transferred For Generic 2 1 switches TRANSFERRED is set for transfers to a measured VDN or split l Query Options Select one of the following choices from the drop down list Transferred calls Not Transferred Calls ...

Page 227: ...Trunk Group Used TKGRP 1 l Field Description This field contains the trunk group that carried the call This will be 0 if the trunk group carrying the call is not measured l Query Options The query returns results associated with the trunk group entered in the text box ...

Page 228: ...x Overview A 48 Universal Call ID UCID 1 l Field Description The Universal Call ID is a unique number assigned to a call within the customer network l Query Options The query returns results associated with the Universal Call ID entered in the text box ...

Page 229: ...w A 49 1st Split Skill Queued to SPLIT1 1 l Field Description This field contains the first split skill the call queued to in the first VDN with which it was associated l Query Options Select a split skill from a drop down list box that displays all first splits ...

Page 230: ...on This field contains the second split skill the call queued in the first VDN that it was associated within the call segment This only applies to Generic 2 2 with Expert Agent Selection EAS the ECS and Generic 3 switches with vectoring l Query Options Select a split skill from a list box that displays all second splits ...

Page 231: ...ion This field contains the third split skill to which the call was also queued to in the first VDN that it was associated with in the call segment This applies only to Generic 2 2 with EAS the ECS and Generic 3 switches with vectoring l Query Options Select a split skill from a list box that displays all third splits ...

Page 232: ...CentreVu Explorer II Version 1 0 User Guide Appendix Overview A 52 ...

Page 233: ...agent before it is abandoned Access Permissions Permissions assigned to a CentreVu Explorer II user in order to administer specific elements splits skills trunks vectors and others of the ACD Access permissions are specified as read or write permission Read permission means the CentreVu Explorer II user can access and view Administrative data Write permission means the CentreVu Explorer II user ca...

Page 234: ...ndow ACW See After Call Work Add A CentreVu Explorer II action that adds the data entered in the given window to the Administration database Adjunct Switch Applications Interface ASAI An open application interface through which processors and switches can jointly provide services that require applications to initiate receive and control calls or make use of switch features See Open Application Int...

Page 235: ...l work for the agent must be summed over all skills in which the agent worked Agent Position Non EAS The combination of agent login ID and split the agent logged into Agents logged into multiple splits have multiple positions associated with them Call data are collected separately for each agent split combination Agent Skill An attribute that is associated with an ACD agent Agent Skills can be tho...

Page 236: ...n Algorithm A prescribed set of well defined rules or instructions for the solution of a problem for example the performance of a calculation in a finite number of steps Expressing an algorithm in a formal notation is one of the main parts of a software program ANI See Automatic Number Identification Applet An applet is a program written in the Java programming language that can be included in an ...

Page 237: ...ent state where the extension is engaged on an ACD call See Redirect On No Answer and Auto Available Split Automatic Number Identification ANI A general industry term referring to knowledge of the calling party number CPN When the calling party is behind a switch the number provided can be either a billing number for the switch or the station identification SID number AUX See Auxiliary Work AUX Re...

Page 238: ...t state in which the extension is able to accept an ACD call The agent enters this state by selecting the AI or MI work mode Average Speed of Answer ASA The average amount of time a caller waits before connecting to an agent ASA is usually an objective set by your call center s management The actual ASA for a split skill includes the time spent in queue and the time ringing an agent ASA for a VDN ...

Page 239: ...all completes If a call starts and ends in different intrahour intervals all of the call based data is recorded in the interval in which the call completed Most database items are call based Call ID The Identifying number for a call CentreVu Call Management System CMS A software product used by business customers that have Lucent Technologies telecommunications switches ECS and receive a large vol...

Page 240: ...all and send them to the CentreVu Call Management System for management reporting CentreVu CMS See CentreVu Call Management System Configuration The way that the computer is set up to allow for particular uses or situations CONN See Connected Connected CONN A trunk state in which a caller and an agent are connected on an ACD call Connected Call A non ACD call that is connected to an agent through ...

Page 241: ...data collection off Data Collection On CentreVu CMS is collecting ACD data Data Discard Task An automated database administration task which will allow for the removal of historical data from the CentreVu Explorer II database Data which is older than a specified interval will be discarded The interval is set by an administrator using the Data Discard Wizard Data Discard Utility A graphical tool wh...

Page 242: ...f individual agents and others Database Tables CentreVu CMS uses these tables to collect store and retrieve ACD data Standard CMS items database items are names of columns in the CMS database tables Date Format The standard format for entering dates on CentreVu Explorer II reports and queries Acceptable format is Month day year for example 3 21 93 DDC See Direct Department Calling Default Skill Ge...

Page 243: ...t ACD call Direct Agent Calling An EAS capability that makes it possible for a caller to reach the same agent every time and still include the call as an ACD call in the management tracking of the call center This is ideal for claims processing where a client needs to speak with the agent handling the claim This flexibility ensures a high level of customer service without reducing management contr...

Page 244: ...e Expected Wait Time EWT An estimate of how long a caller will have to wait in queue to be served by a call center considering the current and past traffic handling time and staffing conditions Also referred to as expected delay The time spent in vector processing before being queued and the time spent ringing an agent with manual answering operation are not included in the EWT prediction EWT is a...

Page 245: ...AS is an optional switch feature that builds on the power of the Call Vectoring and ACD features of the switch to match the skills required to handle a particular call to an agent who has at least one of the skills that a caller requires Agents are assigned a single set of work mode buttons rather than one set per skill This simplifies the agent s interface to the work mode buttons When the MI Man...

Page 246: ...er performance relative to calls requiring particular skills CentreVu CMS reports how many calls were handled how long these calls waited for service and the average talk time for calls queued to a particular skill preference in a particular VDN Extension Call Extension calls are any calls originated by agents and non ACD calls received by agents For the Generic 2 2 and Generic 3 switches and the ...

Page 247: ... the caller Forced Multiple Call Handling FMCH A feature available with the G3V4 switch and the ECS that when activated for a split skill allows calls to be automatically delivered to an idle line appearance if the agent is in the Auto In Manual In work mode and an unrestricted line appearance is available on the voice terminal even if the agent is talking on an ACD call Historical Reports Reports...

Page 248: ...nters one or more valid field values For example the valid values for the input field Max Rows Returned is 30 but can be modified Integrated Services Digital Network ISDN A digital standard for telephony that enables among other things telephone television and computer signals on the same lines Interval Based Items A category of database items These items generally represent the amount of time dur...

Page 249: ...pplications are Sun s HotJava and Netscape s Navigator 4 5 The plug in enables other browser applications to use Java capabilities LAN See Local Area Network Local Area Network A private interactive communication network that allows computers to communicate over short distances usually less than one mile at high data transfer rates from 1 Mbps to as high as 100 Mbps Logical Agent An EAS feature th...

Page 250: ...nt work mode indicating that an agent logged in or is staffed Logout Reason Codes Logout reason codes enable an agent to specify the reason for logging out such as the end of a shift or training Manual In MI An ACD work mode The Manual In MI mode makes the agent available to receive an ACD call and automatically places the agent into the ACW state upon release from the call MCH See Multiple Call H...

Page 251: ...he agent closest to the head of the queue who is not marked as busy Busy is defined as being in ACW on an AUXIN OUT call or on an ACD call for another split skill Agents in multiple splits skills are in multiple eligible agent lists There is one list for each skill If MIA across splits skills is enabled agents are put at the bottom of all agent lists after completing an ACD call for any split skil...

Page 252: ... Multi user Mode This is the normal CentreVu Explorer II operating mode in which any valid user can log into CentreVu Explorer II Net in Time The time the call spent in a VDN processing at another switch located elsewhere in the network Nonprimary Split Skill When a call is queued to multiple splits skills the second and third splits skills to which the call queues in a VDN are called nonprimary s...

Page 253: ...ns usually ACD agents PEC See Price Element Code Price Element Code PEC The set of numbers that Lucent Technologies has assigned to each part that may be ordered Primary Skill The skills assigned to an agent Primary skills are the areas in which the agent has the most expertise This is used in G3V4 and later switch releases with EAS See Agent Skill Skill Level Pseudo ACD An area you create on your...

Page 254: ...vice Redirect On No Answer RONA An ACD capability that removes an unanswered call from the voice terminal at which it is ringing busies out the port or makes the agent unavailable and re queues the call at top priority or sends it to a VDN Release 3 Version 4 R3V4 R3V4 can refer to a software version of CentreVu CMS or CentreVu Supervisor Release 3 Version 5 R3V5 R3V5 can refer to a software versi...

Page 255: ...eVu CMS R3V4 for vector routing Rolling ASA is calculated on the G3V4 switch and the ECS and sent to CentreVu R3V4 and later CentreVu CMS releases An additional Rolling ASA calculated by the switch is also available as a real time database item for G3V4 and later G3 switches RONA See Redirect On No Answer Secondary Skill Skills assigned to an agent Secondary skills are the areas in which the agent...

Page 256: ...sed to extend the functionality of a Web server in a variety of ways Servlets are to the server what applets are to the client small Java programs compiled to bytecode that can be loaded dynamically and extend the capabilities of the host Session Display The default mode used to display query results The Session Display option allows the user to pick a customized set of ECHI data elements Skill An...

Page 257: ... the given skill ECS Version 5 and later Skill Primary See Primary Skill Skill Secondary See Secondary Skill SLK See Screen Labeled Key SPARCserver 5 See Sun SPARCserver Computers SPARCserver 10 See Sun SPARCserver Computers SPARCserver 20 See Sun SPARCserver Computers SPARCstation A workstation client for the SPARCserver Split A group of extensions referred to as agents that receives special purp...

Page 258: ...n extension that is not currently staffed by an agent or that is a member of an unmeasured split skill or hunt group String Values The descriptive words that appear on reports dealing with agents splits skills and trunks A word is used to describe the value of the data for example HOLD AVAIL YES Stroke Counts A method used by Automatic Call Distribution ACD agents to record up to nine customer def...

Page 259: ...forward processor or communication switch The Sun SPARC 5 20 Ultra 5 E3000 and E3500 are capable of hosting the CentreVu CMS application software Switch A private switching system providing voice only or voice and data communications services including access to public and private networks for a group of terminals within a customer s premises System A general term for a computer and its software a...

Page 260: ...or a Direct Inward Dialed DID prefix TSC See Technical Service Center UCD See Uniform Call Distribution Uniform Call Distribution UCD A process that selects an agent when more than one agent is available With UCD the most idle agent for the skill split receives the call See Direct Department Calling and Expert Agent Distribution Universal Call ID The Universal Call ID is a unique number assigned t...

Page 261: ...CentreVu Explorer II through the modem on the CentreVu Explorer II Server or through the internet and installing the new files Upgrade A process used to move an existing CentreVu Explorer customer from one release load to another giving the customer the additional functionality provided in the new release When an upgrade involves a major release then data migration may be a necessary part of the u...

Page 262: ...istration The VOA identifies the origin or purpose of a call for the call center agent who answers the call VDN Skill Preference A prioritized list of agent skills assigned to a VDN Up to three skills can be assigned VDN skill preferences are referred to in the vector as 1st 2nd and 3rd Vectors use VDN skills to queue calls based on your preference CMS tracks calls by VDN skill preference Vector A...

Page 263: ... ISDN trunk group The VDN by itself may be dialed to access the vector from any extension connected to the switch Vector Step One processing step in a vector A vector step consists of a command and one or more conditions or parameters Vector Step Condition A condition accompanying a vector command that defines the circumstances in which the command will be applied to a call VOA See VDN of Origin A...

Page 264: ...our CentreVu Explorer II screen that encloses a menu data entry fields reports or messages See also Frame Zero 0 Skill Generic 2 2 with EAS Every skill that ends with a 0 is called a zero skill The zero skill is the first skill for each skill group This is the same as the default skill ...

Page 265: ... 19 5 22 security 2 19 user defined queries to standard queries 2 9 administering elements 2 3 login names 2 14 synonyms 2 8 After Call Work Time term description A 4 agent in focus queries 4 2 agent in focus reports After Call Work Report 4 10 Agent On Hold Report 4 5 Agent to Agent Report 4 26 Application VDN Report 4 14 4 16 Assistance Requested Report 4 20 Audio Problems 4 30 Conferenced Calls...

Page 266: ...quested term description A 13 Audio Problem term description A 14 Automatic Call Distribution term description A 3 B building queries 5 14 C Call ID term description A 15 call segment 1 10 Call Work Code term description A 19 Caller Abandoned term description A 16 Caller on Hold Time term description A 17 Calling Party term description A 18 Cell Phone Analysis 1 6 changing password 2 24 Collected ...

Page 267: ... Duration term description A 25 E Equipment Location term description A 26 expiring security items 2 5 synonyms 2 4 2 8 Explorer Classic accessing 3 3 saving the query 3 9 selecting elements 3 6 selecting search criteria 3 7 viewing results 3 8 F First VDN term description A 27 First Vector term description A 28 Forced Busy Calls term description A 29 Forced Disconnect Calls term description A 30 ...

Page 268: ...ling the Java Plug in 5 6 loading 5 3 5 4 L Last Observer term description A 35 login accounts adding 2 17 creating 2 13 modifying 2 20 login to CentreVu Explorer II 1 17 M Malicious Call term description A 36 modifying agent names 2 7 license elements 2 4 login names 2 20 query results 1 33 search criteria results 1 32 security items 2 5 session and license details 1 22 synonyms 2 4 ...

Page 269: ... Code term description A 41 P password adding 2 18 changing 2 24 Priority Answered term description A 42 promoting queries 2 9 Q queries agent in focus 4 2 building 5 14 Call Handling 8 13 Call Information 8 11 call level 1 10 call segment 1 10 conditional 1 7 1 8 Cradle to Grave 1 14 8 8 exporting to a file 8 2 generic field 1 11 grouping by parenthesis 1 9 Multi Segment Cradle to Grave Analysis ...

Page 270: ...dicator 4 18 Malicious Call 4 30 Multi Segment Cradle To Grave Analysis 1 14 Originating Reason 4 24 Transferred Call 4 8 S sample queries Abandon Call Analysis 7 3 Cell Phone Analysis 7 6 Cradle To Grave Reporting Query 7 7 Efficient Automatic Number Identification ANI Analysis 7 4 Special Call Treatment 7 5 saving queries in Explorer Classic 3 9 Segment Number term description A 43 selecting ele...

Page 271: ...ed Call term description A 46 Trunk Group Used term description A 47 U Universal Call ID term description A 48 user interface includes 1 16 mainscreen 1 19 Navigator frame 1 20 splash screen frame 1 20 user defined queries setting as standard 6 5 setting up 5 12 V viewing results Explorer Classic 3 8 ...

Page 272: ...CentreVu Explorer II Version 1 0 User Guide Index IN 8 ...

Page 273: ... did you like most about this document _____________________________________________________________________ _____________________________________________________________________ 4 Feel free to write any comments below or on an attached sheet _____________________________________________________________________ _____________________________________________________________________ _________________...

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