Avaya IP600 manual CentreVu Explorer

CMS add-on packages 5

CentreVu Explorer II

CentreVu Explorer II takes your CentreVu CMS reporting capabilities to the next level by providing a more granular view of agent and call activity throughout your call center operation. CentreVu Explorer II is an optional, server-based application that collects and stores the historical information that is gathered in CentreVu CMS. Using standard web-browser software and CentreVu Explorer II’s graphical user interface, you can easily access CentreVu Explorer’s unique query and reporting capabilities from virtually any client PC.

CentreVu Explorer II gives your Call Center the following advantages:

•Cradle-to-Grave Reporting

All queries result in the return of accurate information produced by your Call Center. With CentreVu Explorer II, you have a complete view of all touch points for a caller, including the number of times the caller was transferred or placed on hold plus each call’s total hold and call-handling time for the caller for months and even years after the actual call was received.

•Continuous Query Engine

CentreVu Explorer II’s query engine enables thousands of query combinations to transform your current Call Center information into strategic knowledge.

•Reporting Engine

Common queries can be created and shared with all system users for efficient and consistent reporting.

•Efficient Automatic Number Identification (ANI) Analysis

CentreVu Explorer II implements powerful analysis and queries of ANI.

•Customer Classification

Using Information Indicator (II) digits, available with ISDN, CentreVu Explorer II allows the analysis of a call’s origin, identifying customers who call from pay phones, prisons, hotels, coin, and cellular phones (to mention a few).

•Abandoned Call Analysis

CentreVu Explorer II provides details not only for callers who abandon the queue, but also those callers who abandon while placed on hold by the agent. Without expensive custom software, information is rarely available regarding callers who abandon a Call Center.

•Special Call Treatment Analysis

CentreVu Explorer II tracks and stores unique call events such as calls marked as malicious, calls having audio problems, or calls that were service observed.

Detailed call information, along with the CentreVu Explorer II software, is stored on a Microsoft Windows NT server with SQL 7.0 connected to the Call Center’s local area network (LAN). Call Center personnel simply use their desktop PCs, equipped with standard Web browsers, to access the server and retrieve, sort, and analyze call data stored in the CentreVu Explorer II’s local database. CentreVu Explorer II enables you to track how each and every incoming call was handled.

	Overview for Avaya IP600 Internet Protocol Communications Server
56	555-233-001 — Issue 5 — November 2000