Product Overview 2-1
2
C
CentreVu
E
xplorer
Getting Started
with Explorer 1
Product Overview 1
CentreVu® Explorer transforms valuable DEFINITY® call center inform ation into
powerful knowledge. This knowledge is crucial to the management of your call
center.
By applying information collected from the Lucent Technologies CentreVu Call
Management System (CMS), CentreVu Explorer provides a graphical user interface
enabling desktop queries, reports and cradle-to-grave analysis of a call center’s
performance. CentreVu Explorer provides a powerful mechanism to store and
retrieve valuable call center data over any period of time. Additionally, call centers
have access to this detailed information well into the future.
The CentreVu Explorer provides details into call center activities for the use of
management, including the following:
Cradle-to-grave per call reporting
Agent activities such as talk time and call work codes
Vector directory number (VDN) and split/skill information
Call transfers from split/skill, voice response units and switches
Special call treatment such as Service Observing and Malicious Call Trace

final_manual.book : getting started.fm Page 1 Monday, May 4, 1998 1:00 PM