Lucent Technologies CentreVu Explorer II, User Manual

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CentreVu Explorer II Version 1.0 User Guide
Sample Queries
Sample Queries
7-7
Cradle-To-Grave Reporting Query
7
A typical call center manager’s job is to take calls from upset customers. Perhaps a
call comes in, and the caller says something like, “I called your company yesterday,
and got the rudest agent, the agent was rude, and put me on hold for a long time.”
Using the query features of CentreVu Explorer II and Cradle-to-Grave, you can now
“see” the customer’s experience. Ask the customer what number they dialed from.
Run a query with calling party = to that number.
If ANI is turned on, you can 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 of information available, the agent can have a more informed
discussion with the customer about their call and reassure the customer that with the
information and their input you can assess the root cause of the problem. You should
be able to quickly determine if this customer has a legitimate complaint, and can use
a print-out of the Cradle-to-Grave in a training session with the agent.