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CMS add-on packages 5 Call Center
Overview
555-233-001 — Issue 2 — November 2000
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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.