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Call Center Solutions
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3-12 Issue 5 January 1998
CentreVu Call Management System
The CentreVu Call Management System collects call traffic data, formats man-
agement reports, and provides an administration interface for Automatic Call Dis-
tribution on your DEFINITY ECS. It helps you manage the people, traffic load, and
equipment in an ACD environment by answering such questions as:
■ How many calls are we handling?
■ How many callers abandon their calls before talking with an agent?
■ Are all agents handling a fair share of the calling load?
■ Are our lines busy often enough to warrant adding additional ones?
■ How has traffic changed in a given ACD hunt group over the past year?
The CentreVu Call Management System operates on a Sun Sparcserver 5 or 20
computer in conjunction with DEFINITY ECS. The DEFINITY ECS processor
sends information relating to trunk calls, station calls, calls routed by call vector-
ing, queued calls, agent actions, etc. to the CentreVu Call Management System
while call center activities are in progress. You can then generate real-time and
historical reports.
Real-time reports are displayed on the screen and dynamically show the status
of agents, agent groups, ACD queues, one group’s performance compared to
that of another group, one agent’s performance compared to that of another
agent, abandoned calls versus answered calls, etc.
The real-time information display can be updated every 3 to 30 seconds depend-
ing on the processor and environment being used. The system allows you to
have multiple windows open and functioning simultaneously on a single terminal.
Each window can be resized and repositioned on the screen. You can also scroll
through the information in the window.
Historical reports summarize call data into intervals (15, 30, or 60 minutes), and
by daily, weekly, or monthly totals. Historical data can be kept on-line at all times
to satisfy a variety of management information needs. The historical reports help
you know when to reorganize your ACD agent group structure, change staffing
levels, reprogram your incoming call vectors, reallocate your incoming trunks,
and redistribute your call-traffic loads. They can be scheduled to print automati-
cally at intervals.
You can select how much and how long summary data is stored. Weekly and
monthly summary data can be stored for up to ten years.
You can customize your reports using the standard reports as a starting point.
For example, you can overwrite the headings in copies of standard reports. You
can also create your own calculations. This flexibility enables you to report on
aspects of the ACD activity unique to your organization.