CentreVu Explorer II. User Guide. Version Comcode Issue 1.0 June 1999

Transcription

1 1 CentreVu Exporer II Version 1.0 User Guide Comcode Issue 1.0 June 1999

2 Copyright 1999 Lucent Technoogies A Rights Reserved Printed in U.S.A. Notice Every effort was made to ensure that the information in this document was compete and accurate at the time of printing. However, information is subject to change. Your Responsibiity for Your System s Security To fraud is the unauthorized use of your teecommunications system by an unauthorized party, for exampe, persons other than your company s empoyees, agents, subcontractors, or persons working on your company s behaf. Note that there may be a risk of to fraud associated with your teecommunications system and, if to fraud occurs, it can resut in substantia additiona charges for your teecommunications services. You and your system manager are responsibe for the security of your system, such as programming and configuring your equipment to prevent unauthorized use. The system manager is aso responsibe for reading a instaation, instruction, and system administration documents provided with this product in order to fuy understand the features that can introduce risk of to fraud and the steps that can be taken to reduce that risk. Lucent Technoogies does not warrant that this product is immune from or wi prevent unauthorized use of common-carrier teecommunication services or faciities accessed through or connected to it. Lucent Technoogies wi not be responsibe for any charges that resut from such unauthorized use. Lucent Technoogies Fraud Intervention If you suspect that you are being victimized by to fraud and you need technica support or assistance, ca Technica Service Center To Fraud Intervention Hotine at Trademarks CentreVu, DEFINITY, and NetCare are registered trademark of Lucent Technoogies. INFORMIX is a registered trademark of INFORMIX Software, Inc. Netscape Navigator is a trademark of Netscape Communications Corporation. UNIX is a registered trademark in the United states and other countries, icensed excusivey through X/Open Company Limited. MacIntosh is a registered trademark of Appe Computer, Inc. OS/2 is a registered trademark of IBM. Inte and Pentium are registered trademarks of Inte Corporation. Sun, Soaris, Java, Java Beans, Jini, and PureJava are trademarks of Sun Microsystems. SPARCserver and SPARCstation are registered trademarks of SPARC Internationa icensed excusivey to Sun Microsystems, Inc. Microsoft, MS, MS-DOS, Access, Exce, Internet Exporer, Windows, SQL Server, and Windows NT are registered trademarks of Microsoft Corp. A other product names mentioned herein are the trademarks of their respective owners. Ordering Information Ca: Lucent Technoogies Pubications Center Voice: Internationa Voice: Fax: Internationa Fax: Write: Lucent Technoogies BCS Pubications Center 2855 N. Frankin Road Indianapois, IN U.S.A. Order: CentreVu Exporer II User Guide Document No Comcode Issue 1, June 1999 For additiona documents, refer to the section entited Reated Documents in the Preface. You can be paced on a Standing Order ist for this and other documents you may need. Standing Order wi enabe you to automaticay receive updated versions of individua documents or document sets, bied to account information that you provide. For more information on Standing Orders, or to be put on a ist to receive future issues of this document, pease contact the Lucent Technoogies Pubications Center. Lucent Technoogies Nationa Customer Care Center Lucent Technoogies provides a teephone number for you to use to report probems or to ask questions about your ca center. The support teephone number is Deveoped by Lucent Technoogies Information Deveopment Goba Learning Soutions

3 Document Support Teephone Number Lucent Technoogies provides teephone numbers for you to use to report errors or to ask questions about the information in this document. The support teephone numbers are: Voice: and Internationa Voice: European Union Decaration of Conformity Lucent Technoogies Business Communications Systems decares that the equipment specified in this document conforms to the referenced European Union (EU) Directives and Harmonized Standards isted beow: EMC Directive 89/336/EEC Low Votage Directive 73/23/EEC The CE mark affixed to the equipment means that it conforms to the above Directives. Discaimer Inteectua property reated to this product (incuding trademarks) and registered to AT&T Corporation has been transferred to Lucent Technoogies Incorporated. Any references within this text to American Teephone and Teegraph Corporation or AT&T shoud be interpreted as references to Lucent Technoogies Incorporated. The exception is cross references to books pubished prior to December 31, 1996, which retain their origina AT&T tites. Heritage Statement Lucent Technoogies formed as a resut of AT&T s panned restructuring designs, buids, and deivers a wide range of pubic and private networks, communication systems and software, consumer and business teephone systems, and microeectronics components. The word-renowned Be Laboratories is the research and deveopment arm for the company. Warranty Lucent Technoogies provides a imited warranty on this product. Refer to the Limited use Software License Agreement card provided with your package.

4 Deveoped by Lucent Technoogies Information Deveopment Goba Learning Soutions

5 How are we doing? Document Tite: CentreVu Exporer II User Guide Version 1.0 Document No.: Date: June 1999 Lucent Technoogies wecomes your feedback on this document. Your comments can be of great vaue in heping us to improve our documentation. 1. Pease rate the effectiveness of this document in the foowing areas: Exceent Good Fair Poor Not Appicabe Ease of Use /////////////////////// Carity /////////////////////// Competeness /////////////////////// Accuracy /////////////////////// Organization /////////////////////// Appearance /////////////////////// Exampes /////////////////////// Iustration /////////////////////// Overa Satisfaction /////////////////////// 2. Pease check the ways you fee we coud improve this document: r Improve the overview/introduction r Make it more concise/brief r Improve the tabe of contents r Add more step-by-step procedures/tutorias r Improve the organization r Add more troubeshooting information r Incude more figures r Make it ess technica r Add more exampes r Add more/better quick reference aids r Add more detai r Improve the index Pease provide detais for the suggested improvement. 3.What did you ike most about this document? 4.Fee free to write any comments beow or on an attached sheet. If we may contact you concerning your comments, pease compete the foowing: Name: Teephone Number: ( ) Company/Organization: Date: Address: When you have competed this form, pease fod, tape, and return to address on back, or you can fax the form to

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7 Tabe of Contents CentreVu Exporer Introduction 1-1 Overview Audience What is CentreVu Exporer II? High-Leve Description Benefits of CentreVu Exporer II Why Use CentreVu Exporer II? Overview of New Features Query Capabiities Conditiona Queries Group by Parenthesis ( ) An Exampe Custom Query Buider Ca Leve Queries Time of Day and Day of Week Queries Generic Fied Queries Query Types Exporer Cassic Queries Standard Queries Agent in Focus Queries User-Defined Queries Custom Query Buider Queries Crade-To-Grave Reporting Queries Overview of Functionaity Background Information How CentreVu Exporer II Works The User Interface Login Main Screen Setting Up CentreVu Exporer II Query and Reporting Frames Navigation Frame Eement Seection Frame Seecting Agent Information Seecting Caer Information Search Criteria Frame Seecting Search Criteria Information Dispaying or Modifying Resuts Window Viewing and Sizing Frames and Browser Windows Types of Hep Gossary Hep Topics About Logout or Exit TOC-i

8 Tabe of Contents Logging Out Exiting the Appication A Quick Start to CentreVu Exporer II Administration 2-1 Overview Accessing Administration Program Administering Eements Agent Name Exampe Administering Synonyms Agent Name Expires Exampe Promoting Queries Login Accounts Administering Login Names Add Login Names Modify Login Names Deete an Account Change the Password Exporer Cassic 3-1 Overview Using Exporer Cassic Accessing Exporer Cassic Administering Set Session Dispay Seecting Eements Seecting Search Criteria Viewing Resuts Saving the Query Agent in Focus Queries 4-1 Overview Agent in Focus Queries Using Agent in Focus Queries Accessing Agent in Focus Queries Agent On-Hod Report Transferred Ca Report After Ca Work Report Conferenced Cas Report Customer/Caing Party Report Appication/VDN Report Information Indicator Report Assistance Requested Report Service Observed Report Originating Reason Report Agent-to-Agent Report Direct Agent Queued Maicious Ca Audio Probems TOC-ii

9 Tabe of Contents Custom Query Buider 5-1 Overview Custom Query Buider Overview Using Custom Query Buider Determining the Need for Java Pug-in Checking for a Non-Conforming Browser Loading Java Pug-in (Optiona) Instaing the Java Pug-in On Your PC Accessing Custom Query Buider Setting Up User-Defined Queries Buiding Queries Dispay Fieds Tab Criteria Fieds Tab Format Criteria Tab Standard and User-Defined Queries 6-1 Overview Accessing Standard or User-Defined Queries Using Standard or User-Defined Queries Setting a User-Defined Query as a Standard Query Providing Search Criteria Sampe Queries 7-1 Overview Sampe Queries Abandon Ca Anaysis Sampe Query Efficient Automatic Number Identification (ANI) Anaysis Query Specia Ca Treatment Ce Phone Anaysis Crade-To-Grave Reporting Query Query Resuts 8-1 Overview Exporting to a Fie Printing Query Resuts Creating Crade-to-Grave Reports Accessing Crade-to-Grave Reports Using Crade-to-Grave Reports Crade-to-Grave Report Anaysis Ca Information Ca Handing Muti-Segment Crade-to-Grave Anaysis Appendix A-1 Overview A-1 Abandoned from Hod (HOLDABN) A-2 Automatic Ca Distribution (ACD) A-3 After Ca Work Time (ACWTIME) A-4 Agent Reeased (AGT_RELEASED) A-5 TOC-iii

10 Tabe of Contents Agent Tak Time (TALKTIME) A-6 Answering Agent (AGENT_NAME) A-7 Answering Disposition (DISPOSITION) A-8 Answering Reason Code (ANSREASON) A-9 Answering Spit (DISPSPLIT) A-10 Answering VDN (DISPVDN) A-11 Answering Vector (DISPIVECTOR) A-12 Assistance Requested (ASSIST) A-13 Audio Probem (AUDIO) A-14 Ca ID (CALLID) A-15 Caer Abandoned (DISPOSITION=3) A-16 Caer-on-Hod Time (ANSHOLDTIME) A-17 Caing Party (CALLING_PTY) A-18 Ca Work Code (LASTCWC) A-19 Customer Info (LASTDIGITS) A-20 Coected Digits (LASTDIGITS) A-21 Conference Ca (CONFERENCE) A-22 Diaed Number (DIALED_NUM) A-23 Direct Agent Queued (DA_QUEUED) A-24 Duration (DURATION) A-25 Equipment Location (EQLOC) A-26 First VDN (FIRSTVDN) A-27 First Vector (FIRSTIVECTOR) A-28 Forced Busy Cas (DISPOSITION=5) A-29 Forced Disconnect Cas (DISPOSITION=6) A-30 ii Digits (CALLING_II) A-31 Interfowed (DISPOSITION=4) A-33 In-Queue Wait Time (DISPTIME) A-34 Last Observer (LASTOBSERVER) A-35 Maicious Ca (MALICIOUS) A-36 Net in Time (NETINTIME) A-37 Observed Ca (OBSERVINGCALL) A-38 Originating Hod Time (ORIGHOLDTIME) A-39 Originating Login Name (ORIGLOGIN) A-40 Originating Reason Code (ORIGREASON) A-41 Priority Answered (DISPPRIORITY) A-42 Segment Number (SEGMENT) A-43 Stroke Tay (EVENT1-9) A-44 Times Hed (HELD) A-45 Transferred Ca (TRANSFERRED) A-46 Trunk Group Used (TKGRP) A-47 Universa Ca ID (UCID) A-48 1st Spit/Ski Queued to (SPLIT1) A-49 2nd Spit/Ski Queued to (SPLIT2) A-50 3rd Spit/Ski Queued to (SPLIT3) A-51 Gossary GL-1 Index IN-1 TOC-iv

11 CentreVu Exporer 1 Introduction 1 Overview 1 This guide, the CentreVu Exporer II User Guide Version 1.0 ( ), provides an overview of CentreVu Exporer II operations and features, prerequisites and the baseine configuration, detais and procedures for agents using CentreVu Exporer II software, information specific to agent trainers and supervisors, and a gossary. Overview 1-1

12 Introduction 1 Audience 1 This guide is intended for customers of the CentreVu Exporer II soution, incuding agents, supervisors, trainers and system administrators, NetCare users (incuding Technica Service Centers and Professiona Services), Maintenance and Provisioning Centers, Ca Management Systems (CMS) Hepines, Saes Design Support Centers (SDSC), and anyone ese who uses or supports a CentreVu Exporer II setup woud find this guide usefu. This guide aso heps anyone who needs to know: Operationa detais about the CentreVu Exporer II soution How to operate as an agent, administrator, or supervisor using CentreVu Exporer II software and other eements of the CentreVu Exporer II soution How to supervise CentreVu Exporer II agents Troubeshooting suggestions for users of the CentreVu Exporer II soution. 1-2 Overview

13 Introduction What is CentreVu Exporer II? 1 CentreVu Exporer II provides management of ca centers with a too to manage ca center data from the Ca Management System (CMS). This information is vitay important to the management of ca centers. CentreVu Exporer II transforms vauabe DEFINITY Enterprise Communications Server (ECS) ca center information into powerfu knowedge. This knowedge is crucia to the management of your ca center. Information coected from the CentreVu CMS is compied, formatted and presented to the user through a Web browser to iustrate critica ca center activity. The data coected provides information such as: (1) How many caers abandoned after being paced on hod for more than 30 seconds? (2) Which agent spits transfer the most cas? (3) What stroke counts are used for incoming ca center cas? CentreVu Exporer II provides a mechanism to store and retrieve ca center data over a period of time. The ca center data is retrieved through a graphica user interface (GUI) enabing desktop queries, reports, and Crade-To-Grave anaysis of a ca center s performance. CentreVu Exporer II is a new appication that uses the origina CentreVu Exporer functionaity as a starting point. The purpose of CentreVu Exporer II is to: Provide a user-friendy too to access Externa Ca History (ECH) Support data from mutipe Ca Management Systems Create and save user-defined custom and conditiona queries Provide data management support. Chapter 1 What is CentreVu Exporer II? 1-3

14 Introduction 1 High-Leve Description 1 By appying information coected from the Lucent Technoogies CentreVu Ca Management System (CMS), CentreVu Exporer II provides a graphica user interface enabing desktop queries, reports, and Crade-To-Grave anaysis of a ca center s performance. CentreVu Exporer II is compatibe with CentreVu CMS Reease 3 Versions 4, 5, and 6. CentreVu Exporer II provides a powerfu mechanism to store and retrieve vauabe ca center data over a period of time. Additionay, ca centers have access to this detaied information with the same eve of detai we into the future. CentreVu Exporer II provides detais into many areas of ca center activities for managers to use, incuding the foowing: Crade-To-Grave per ca reporting Agent activities such as tak time and ca work codes Vector Directory Number (VDN) and spit/ski information Ca transfers from spit/ski, voice response units and switches Specia ca treatment such as Service Observing and Maicious Ca Trace Queue treatment such as hoding times and abandons in queue Mutipe depoyment options Fexibe query capabiity Mutipe options for dispaying the resuts Fexibiity to export data Support for mutipe CMSs. 1-4 What is CentreVu Exporer II?

15 Introduction Benefits of CentreVu Exporer II 1 CentreVu Exporer II deivers knowedge to the desktop (cient) through powerfu Microsoft * Windows NT or Sun Soaris ** based internet server technoogies. CentreVu Exporer II requires ony a frame compiant web browser on the cient. This architecture provides access to critica ca center data from any desktop PC or workstation running a web-enabed operating system, such as Windows, OS/2, UNIX ***, or MacIntosh. Empoying this technoogy uses minima desktop PC resources. Furthermore, this architecture aows an organization fu access to CentreVu Exporer II from mutipe web-enabed operating systems. Chapter 1 The hardware architecture of CentreVu Exporer II is expandabe to meet your storage requirements. It combines a oca storage system with externa archived capabiities to provide rapid query access whie coecting historica information over ong periods of time. The customer seects system storage capacities and data retrieva rates to meet the individua ca center requirements. CentreVu Exporer II provides a navigation method to query a ibrary of eements and dri down information to further ca detais. Starting at a high eve, you can seect one of severa ca center eements and step through additiona ayers unti you reach the desired information. *Microsoft is a registered trademark of Microsoft Corp. Windows NT is a registered trademark of Microsoft Corp. Sun is a registered trademark of Sun Microsystems, Inc. **Soaris is a registered trademark of Sun Microsystems, Inc. Windows is a registered trademark of Microsoft Corp. OS/2 is a registered trademark of IBM. ***UNIX is a registered trademark in the United States and other countries, icensed excusivey through X/Open Company Limited. MacIntosh is a registered trademark of Appe Computer Inc. What is CentreVu Exporer II? 1-5

16 Introduction 1 Why Use CentreVu Exporer II? 1 Some of the reasons to use CentreVu Exporer II incude: Abandon Ca Anaysis You can use the Abandoned In Que or the Abandon on Hod fieds to run queries with a of the avaiabe conditions of an abandoned ca. The Crade- To-Grave reports dispay these detaied resuts. The resuts of the query incude a ist of customers that caed back. Efficient Automatic Number Identification (ANI) Anaysis You can use CentreVu Exporer II to anayze the ANI by using the Caing Party fied as a query. You can aso use wid cards and time parameters to produce a ist of customers. Specia Ca Treatment With CentreVu Exporer II, you can produce a ist of cas that are transferred or conferenced. This ist shows the way an agent reeased or treated cas. The treatment of the ca is determined by each ca center s preferences for handing cas. Ce Phone Anaysis You can use CentreVu Exporer II to anayze the ca data and determine if more saes come from ce phone customers than from standard (and ine) phone customers. Crade-To-Grave Reporting CentreVu Exporer II tracks and anayzes information from the time the caer enters the first Automatic Ca Distribution (ACD) unti they hang up. See Chapter 7, Sampe Queries, for sampe scenarios that can assist you with your ca center s business practices. 1-6 Why Use CentreVu Exporer II?

17 Introduction Overview of New Features 1 CentreVu Exporer II retains a of the features in the previous versions of CentreVu Exporer (1.0, 1.1, and 1.2) which incudes access to CentreVu Ca Management System s Externa Ca History eements in a ogica, easy-to-anayze format. The CentreVu Exporer II software is easy to insta, maintain, and does not require any cient software. The CentreVu Exporer II new features incude: Enhanced query capabiities Conditiona queries: and/or, <, >, =, <>, grouping Abiity to easiy save queries Time of day and day of week queries Support for a variety of databases (for exampe, SQL-Server and INFORMIX) Compatibiity with the Windows NT and Sun Soaris patforms Data exportabe to other appications Support for mutipe CMSs Retention of the Exporer Cassic ook and fee Expanded the number of row imitations on query resuts (for exampe, more than 500 rows can be used) Migration of some CentreVu CMS Data Dictionary synonyms to the CentreVu Exporer II server Abiity to move between mutipe web frames this eiminates the need to back out of web frames Mutipe window capabiities aow queries to be viewed simutaneousy Some maintenance capabiities are automated (for exampe, data discard). Chapter 1 Overview of New Features 1-7

18 Introduction 1 Query Capabiities 1 This section describes the types of query capabiities avaiabe with CentreVu Exporer II. Conditiona Queries 1 Conditiona Queries (aso known as Mutipe Comparison Operators) provide you with the abiity to use a wide range of variabes to produce advanced querying capabiities. These query capabiities are aso avaiabe with Exporer Cassic, standard reports, and Custom Query Buider. A wide range of conditiona variabes now supports CentreVu Exporer II s advanced querying capabiity. These Conditiona Queries aow you to have more options for querying the data. The conditiona variabes are: Less than (<) Less than OR equa to (<=) Greater than (>) Greater than OR equa to (>=) Equa to (=) Not equa to (<>) And/Or. 1-8 Overview of New Features

19 Introduction Group by Parenthesis ( ) An Exampe 1 The foowing mathematica exampe shows the grouping capabiity for a conditiona query that is performed for a cas with the duration greater than 10 seconds and ess than 360 seconds. The And/Or can be used inside or outside of the parentheses ( ). Chapter 1 Overview of New Features 1-9

20 Introduction 1 Custom Query Buider 1 Custom Query Buider is a too that aows the user to buid and save compex queries with a high degree of customized work. You can define a unique set of dispay fieds for each query and make a query avaiabe for use by other users. CentreVu Exporer II users are not imited by preconceived ideas about the type of anaysis they may want to appy to their ca data. Using the Custom Query Buider too, virtuay any conditiona query imaginabe by a ca center manager can now be created and saved for future use. In previous versions of CentreVu Exporer, such customized work coud ony be achieved through costy designed software soutions. See the Custom Query Buider chapter in this document for more detais. Ca Leve Queries 1 Ca Leve Queries are avaiabe through every program (for exampe, Query Buider and Exporer Cassic) in CentreVu Exporer II except for Agent in Focus. In CentreVu Exporer Version 1, queries were performed at a Ca Segment eve, so a cas were broken into segments based on the ife of the ca. If a ca entered the ca center and was transferred by an agent, this was equivaent to two segments. Queries woud match on the individua segments. In order to view the entire ca with a of the associated segments, you had to go to the Crade-To-Grave report. With CentreVu Exporer II, you can query on either the ca eve or the segment eve. Therefore, a the information associated with a singe ca, regardess of its number of segments, is incuded. Query requests are based on cas returning a segments of the ca record. Ca Leve Queries work by roing up the vaues of a segments for a ca into a ca fied. For instance, return a ca (instead of a segment), where the tota on hod time for the ca is greater than a vaue. The fieds that can be roed up to the ca incude: Start and Stop Time A durations A statuses Overview of New Features

21 Introduction In CentreVu Exporer Version , you can query ony on a segment eve. CentreVu Exporer II aows you to query based on the tota customer experience (queries on the segment eve and ca data). For exampe, queries work on the ca data and the data that is roed up in the grid: Chapter 1 Time of Day and Day of Week Queries 1 Time of Day and Day of Week Queries are avaiabe for a queries. CentreVu Exporer II queries can be pinpointed to the hour, minute, and day of week. For exampe, For every Monday this month, return a records of cas to Spit 10 between 8:00 a.m. and 5:00 p.m. The Day of Week fied is cacuated during popuation of the data. It works just ike any other CentreVu CMS fied for query purposes. Generic Fied Queries 1 Generic Fied Queries aow you to query on generic fieds instead of specific fieds. For exampe, you may desire to return a segments that an agent touched regardess of the type of agent (disposition, answering, and others). The fieds that are generic are: agent, vector, VDN, or spit/ski. These fieds dispay as itaic type on your screen. Overview of New Features 1-11

22 Introduction 1 Some eements (such as, Agents and Spits) have more than one possibe roe. That is, an agent can be an Answering Agent, an Originating Agent, or the Last Observer. A Spit can be: (1) Primary, (2) Secondary, or (3) Tertiary. For exampe, you can ask CentreVu Exporer II to: Return a records that Agent--Mark Grace touched this week Show me a traffic to Spit 10 for Wednesday, May 3, 1999, where cas were transferred or conferenced Overview of New Features

23 Introduction Query Types 1 Exporer Cassic Queries 1 The origina Exporer Cassic is accessibe from the CentreVu Exporer II Navigation menu. It is there for CentreVu Exporer II users who are famiiar with CentreVu Exporer Version 1, or for those who simpy prefer the od CentreVu Exporer ook and fee. Exporer Cassic presents the famiiar CentreVu Exporer desktop, but with new query capabiities (such as, conditiona queries and new user interface eements). It is aso enhanced by the static Navigation frame on the eft that eiminates the need for the browser s Back button. In Exporer Cassic, as with a CentreVu Exporer II queries, resuts are deivered in their own window. Chapter 1 Standard Queries 1 Standard queries are those queries created through Custom Query Buider that a company decides to share with a of the users. A user can create the query in Custom Query Buider and make the query pubic from the User-Defined query to Standard query. Agent in Focus Queries 1 Agent in Focus Queries provide mutipe reports about an agent s activities. You can seect from a ist of pre-defined reports, each of which focuses on a different agent activity. Resuts are presented in a report format for each query and can be printed. User-Defined Queries 1 User-Defined Queries are queries that are buit and saved by a user. A user can ony view the queries they have buit. Overview of New Features 1-13

24 Introduction 1 Custom Query Buider Queries 1 Custom Query Buider provides you with the abiity to create and save queries for future use. Custom Query Buider uses the fu range of comparison operators, groupings, and the and/or type conditions. Crade-To-Grave Reporting Queries 1 After records are returned from a query, you can access any Ca ID to view the specific events for a segments of the ca. The reports for CentreVu Exporer II dispay the foowing type of reports: Crade-To-Grave reports Ca Information Ca Handing Muti-segment Crade-To-Grave Anaysis Overview of New Features

25 Introduction Overview of Functionaity 1 Background Information 1 Chapter 1 When CentreVu Exporer was reeased in 1997, it quicky revoutionized the way ca center managers thought about ca center data. Ca switch data not previousy considered information because it coud not be easiy accessed coud now be queried upon and used to more efficienty and cost-effectivey run ca centers. Customer feedback showed that customers iked Exporer s friendy query toos, its ease of administration, and the famiiar Web interface. One of CentreVu Exporer s most popuar features, however, was something it acked cient desktop software. Nothing needed to be oaded on users PCs to aow them to access Exporer. This eiminates the need to insta or upgrade cient software and minimizes the use of desktop resources. Windows and a Transmission Contro Protoco/Internet Protoco (TCP/IP) connection to a Loca Area Network (LAN) were the ony cient requirements. Previous reeases of CentreVu Exporer software: CentreVu Exporer 1.0 CentreVu Exporer 1.1.x CentreVu Exporer 1.2.x. Reeases 1.1.x and 1.2.x of CentreVu Exporer can be upgraded to CentreVu Exporer II. See detais about upgrading the software and migrating the data in the foowing guides: CentreVu Exporer II Instaation for Windows NT CentreVu Exporer II Instaation for Sun. Overview of Functionaity 1-15

26 Introduction 1 How CentreVu Exporer II Works The User Interface 1 The user interface for CentreVu Exporer II incudes: Login screen Main screen Screen Eements (incudes Netscape Navigator ) Frames and Browser Windows How CentreVu Exporer II Works The User Interface

27 Introduction Login 1 After you enter the URL of the server to access the CentreVu Exporer II appication, you can access CentreVu Exporer II by ogging into the system with an existing or new Account Name and Password. To og in to the system with an estabished account, do the foowing: 1. Enter the URL. The CentreVu Exporer II spash screen dispays: Chapter 1 How CentreVu Exporer II Works The User Interface 1-17

28 Introduction 1 The Login Diaog box appears at the bottom of the spash screen: Enter Login Information Submit Login The agent s Account Number for CentreVu Exporer II is provided by the ca center s supervisor or administrator. The agent s Password for CentreVu Exporer II is provided by the ca center supervisor or administrator. 2. Seect the Submit button How CentreVu Exporer II Works The User Interface

29 Introduction The Main screen dispays: Chapter 1 3. See the next section for detais. How CentreVu Exporer II Works The User Interface 1-19

30 Introduction 1 Main Screen 1 After you og on to the system, the CentreVu Exporer II main window automaticay dispays two frames: (1) the Navigator frame, and (2) the spash screen frame for CentreVu Exporer II. Navigation Frame Spash Screen Frame 1-20 How CentreVu Exporer II Works The User Interface

31 Introduction Setting Up CentreVu Exporer II 1 To set up the CentreVu Exporer II, do the foowing: 1. From the main menu, seect the Session and License Detais ink. The foowing frame dispays: Chapter 1 Navigation Frame Use Java Pug-in Save Settings Session and License Detais 2. Seect the Use Java Pug-in check box if you have a non-conforming browser. See the Determining the Need for Java Pug-In section in Chapter 5, Query Buider, for detais. 3. Press the Save Settings button to save the Java Pug-in option. The screen refreshes and saves the new settings. Setting Up CentreVu Exporer II 1-21

32 Introduction 1 4. To go to the query and reporting interface of CentreVu Exporer II, cick on an option in the navigator frame. See the next section Query and Reporting Frames for detais. 5. To modify or change the session and icense detais, see the foowing document that appies to your specific system: CentreVu Exporer II Instaation for Windows NT CentreVu Exporer II Instaation for Sun Setting Up CentreVu Exporer II

33 Introduction Query and Reporting Frames 1 This section describes the query and reporting frames avaiabe with CentreVu Exporer II. The foowing graphic is an exampe of the types of frames: Chapter 1 Navigation Frame Eement Seection Frame Search Criteria Frame Query and Reporting Frames 1-23

34 Introduction 1 Navigation Frame 1 The Navigation frame contains a navigation menu that contros the options avaiabe to a of CentreVu Exporer II s new features. Seecting items with an arrow next to them expands the menu seection to dispay their functions. The Navigation frame (shown beow) remains static, aowing users to rapidy and efficienty bounce between functions without having to back out to the appication screen using the browser contros Query and Reporting Frames

35 Introduction Eement Seection Frame 1 The Eement Seection frame (accessed through Exporer Cassic) contains the Externa Ca History Interface (ECHI) eements used to formuate queries. The ECHI eements are divided into two groups: Agent Information (Agent Info button) Agent Info contains eements reated to agent-based information. This format dispays resuts for a eements seected in the Agent Info section of the Eement Seection frame. The resuts are dispayed horizontay in tabe format. Ca Information (Ca Info button) Ca Info contains eements reated to ca-based information. This format dispays resuts for a eements seected in the Ca Info section of the Eement Seection frame. The resuts are dispayed horizontay in tabe format. Chapter 1 The foowing graphic points out the components of the Eement Seection frame. Eement Seection Frame Types of Query Eements ECHI Eements Buid Query Buttons Generic Fied Queries Query and Reporting Frames 1-25

36 Introduction 1 Query eements shown in itaic text are generic fied queries. Generic fieds (Agent, Spit/Ski, Vector, and VDN) aow you to query on groups of data instead of just on individua queries. Seecting Agent Information 1 To seect agent information, do the foowing: 1. Cick on the Exporer Cassic option to access the Eement Seection frame. The foowing frame dispays: 2. Seect the check box of the eement (fied) you want to use in the query. 3. From the drop-down menu, seect the type of query you want to use. The options avaiabe are: Segment Data Ca Data Query and Reporting Frames

37 Introduction 4. When you are satisfied with your seections, press the Buid Query, Agent Info, or Ca Info buttons to enter the search criteria. 5. Press the Find Resuts button. When the screen refreshes, parameters specific to the eements you seected appear in the Query Resuts (bottom right) frame. Chapter 1 Query and Reporting Frames 1-27

38 Introduction 1 Seecting Caer Information 1 To seect caer information, do the foowing: 1. Cick on the Exporer Cassic option to access the Eement Seection frame. The foowing frame dispays: 1. Seect the check box of the eement (fied) you want to use in the query. You can aso choose to query on the itaicized generic fieds (Agent, Spit/Ski, Vector, and VDN) instead of specific eements. For exampe, you can return a segments that an agent used regardess of the type of agent (for exampe, disposition or answering) Query and Reporting Frames

39 Introduction 2. From the drop-down menu, seect the type of query you want to use. Segment Data Seected Chapter 1 The options avaiabe are: Segment Data Ca Data. 3. When you are satisfied with your seections, press the Buid Query, Agent Info, or Ca Info buttons to enter the search criteria. When the screen refreshes, parameters specific to the eements you seected appear in the bottom right frame. Query and Reporting Frames 1-29

40 Introduction 1 Search Criteria Frame 1 The Search Criteria frame aows you to seect severa items (aso known as parameters) to contro resuts returned by the query. For more information about the possibe advantages of providing search criteria, see Chapter 7, Sampe Query, in this document. After buiding a query in the Eement Seection frame (described earier in this chapter), the foowing Search Criteria frame dispays: 1-30 Query and Reporting Frames

41 Introduction Seecting Search Criteria Information 1 To provide the Search Criteria, do the foowing: 1. From the Management System pu-down menu, seect the management system you want to use. The defaut vaue is A. Seecting options other than A reduces the number of synonyms avaiabe for seection. This is usefu for arge ca centers who want to minimize the scroing required to seect the management systems. For exampe, if you are an answering agent ooking for an agent in ACD1, seect that Automatic Ca Distribution (ACD). Seecting specific management systems reduces the synonyms avaiabe. When ony one management system is avaiabe, the Management System pudown fied does not dispay. 2. From the ACD pu-down menu, seect the ACD you want to use. The defaut vaue is A. Seecting specific ACDs reduces the synonyms avaiabe for seection within a Ca Management System (CMS). 3. Seect the New Window check box if you want the abiity to open mutipe new frames. If you do not check this box, ony one frame popuates. 4. In the Begin Date drop-down ist, seect the date or dates (MM/DD/YYYY) you want to use to popuate the query. Chapter 1 5. In the End Date drop-down ist, seect the date or dates (MM/DD/YYYY) you want to use to popuate the query. 6. In the Begin Time text box, enter the time you want to start the search (for exampe, 12:00AM). 7. In the End Time text box, enter the time you want the search to end (for exampe, 11:59PM). 8. In the Max Rows Returned text box, enter the number of rows of data you want to dispay (for exampe, 30). Query and Reporting Frames 1-31

42 Introduction 1 9. From the Dispay Options pu-down menu, seect the type of information you want to dispay. The type of information avaiabe for dispay incudes: Session Dispay (Defaut) Dispays the fieds seected. Agent Information Dispays a of the agent fieds. Ca Information Dispays a of the ca fieds. A Coumns Dispays a of the fieds. The option you seect in this drop down box determines which Session Dispay view is shown. 10. The other fieds that dispay on the Search Criteria frame wi vary depending on the type of agent and caer information you seected in the Eement Seection frame. Fi in the other fieds. The foowing is an exampe of the type of information that may dispay: 11. To find the resuts or modify the resuts of the Search Criteria, seect the Find Resuts or Modify buttons. The next sections describe the functionaity of these buttons in more detai Query and Reporting Frames

43 Introduction Dispaying or Modifying Resuts 1 After seections are made in the Search Criteria frame, you can dispay and/or modify the resuts. 1. To dispay the resuts of a query, press the Find Resuts button from the Search Criteria frame. The Find Resuts button dispays the resuts of the search in a separate browser window (for exampe, Session Dispay, Agent Information, Ca Information, and A Coumns frames). The dispay you see is dependent upon which Dispay Options was previousy seected on the Search Criteria frame. See Chapter 3, Exporer Cassic, for detais. 2. To modify the resuts of a query, press the Modify button from the Search Criteria frame. Chapter 1 The Modify button dispays Query Buider so you can save and modify the search. For more information, see Chapter 5, Custom Query Buider. Query and Reporting Frames 1-33

44 Introduction 1 Window Viewing and Sizing 1 Based on your screen size and resoution, a varying amount of data may be dispayed in the Query Resuts frame. To contro the amount of data dispayed, use the foowing options: Scro Bars Moving the scro bars verticay within each frame aows you to view the information. Scro bars can appear in each of the three frames (Eement Seection, Search Criteria, and Query Resuts). Scro Bar ocations can be found as shown beow: Scro Bar Screen Resoution Setting the resoution to at east 1024 X 768 greaty enhances the viewabe data at a singe screen. The screen resoution of your termina is set up through the Contro Pane. Reduce Search Criteria Section Moving the contro bar between windows expands the resuts section. Session Dispay Choosing the Session Dispay format returns resuts for the most commony requested eements. For additiona detais on Session Dispay, see Chapter 8, Query Resuts, in this document. Frame Resizing Using Windows functionaity (dragging the frame with the mouse) aows you to change the size of each frame independenty Query and Reporting Frames

45 Introduction Frames and Browser Windows 1 CentreVu Exporer II aows you to open mutipe frames in order to compare and view the resuts of your query. For exampe, to compare the query resuts of two separate days of queries, do the foowing: 1. Seect the checkbox in front of the New Window fied in the Search Criteria frame. When the check box is seected, a new browser window opens for each time a new set of resuts get dispayed. 2. Resize the resuts windows to be side-by-side using norma Windows functionaity. Chapter 1 Each of the windows created by CentreVu Exporer II uses norma Windows functionaity. To manipuate a particuar window, the window must be seected to be the active window. The foowing is an exampe of two resuts screens shown side-by-side with one of the screens active (the highighted screen is active): Query and Reporting Frames 1-35

46 Introduction 1 Types of Hep 1 CentreVu Exporer II provides the foowing types of Hep: Gossary provides descriptions of the eements within CentreVu Exporer II. Hep Topics provides a high-eve index to find more detaied information. The Hep has definitions for a the terminoogy. About provides a window that contains the correct version number of the CentreVu Exporer software. This window aso contains information about the HostName, CMS, and date of the ast oad. You can access Hep from the CentreVu Exporer II Navigator frame by seecting the Hep option Types of Hep

47 Introduction Gossary 1 The Gossary option detais the eements used within the CentreVu Exporer II to perform the query and dispay functions. To access and use the gossary, do the foowing: 1. From the Navigator frame Hep option, seect the Gossary option. Chapter 1 Two coumns of aphabetica topics appear. 2. Cick on the topic you wish to view. The topic you seect is dispayed. Each topic is described with the foowing eements: Fied Description An overview of the contents of the eement. Query Options The options avaiabe in CentreVu Exporer II for setting parameters. Types of Hep 1-37

48 Introduction 1 The foowing graphic is an exampe of seecting the Abandoned from Hod topic in the gossary: 3. To exit the Gossary, cose the browser window Types of Hep

49 Introduction Hep Topics 1 The Hep Topics option provides you with more information about important topics you seect. To access hep topics for the appication, do the foowing: 1. From the Navigator frame Hep option, seect the Hep Topics option: Chapter 1 Seect Hep The Hep Topics option dispays... Seect Hep Topics 2. Seect the Hep Topics option. Types of Hep 1-39

50 Introduction 1 The foowing is an exampe of a Hep Topic: 3. To exit the Hep Topics screen, cose the browser window Types of Hep

51 Introduction About 1 The About option detais the eements used within CentreVu Exporer II to perform the query and dispay functions. To access information about the appication, do the foowing: 1. From the Navigator frame Hep option, seect the About option.. Chapter 1 Seect About 2. The Hep About screen dispays the foowing type of information: 3. To exit the About screen, seect another option. Types of Hep 1-41

52 Introduction 1 Logout or Exit 1 The Logout option ends your work, but does not exit you out of the appication. To competey quit the appication, you must seect the Exit option. Logging Out 1 To og out of the CentreVu Exporer II appication, seect the Logout option from the Navigator frame: Seect Logout The CentreVu Exporer II appication dispays a message prompt and the appication remains running. If you choose to use CentreVu Exporer II again, you are required to re-ogin Types of Hep

53 Introduction Exiting the Appication 1 From the CentreVu Exporer II appication, seect the Exit option from the Navigator frame. Chapter 1 Seect Exit Types of Hep 1-43

54 Introduction 1 The CentreVu Exporer II appication quits running on the desktop cient and the Starting Exporer II... screen dispays: 1-44 Types of Hep

55 Introduction A Quick Start to CentreVu Exporer II 1 If you are an experienced CentreVu Exporer user, cick on the foowing options from the Navigator frame. Administration to access frames to do any of the foowing: Choose fieds to dispay in query resuts Add, view, and edit agent names and ogin IDs Add or edit VDN names, spit/ski names, or Reason Codes. Chapter 1 Exporer Cassic to use the ad-hoc query capabiities of previous versions of CentreVu Exporer. Agent in Focus to access predefined queries for common reporting scenarios. Custom Query Buider to buid and customize queries. This is a new program to CentreVu Exporer II. See Chapter 5, Custom Query Buider, in this guide for more detais. Standard Queries to provide pubicy avaiabe queries buit through Custom Query Buider. User-Defined Queries to access queries buit in Custom Query Buider. Hep Topics (a submenu from Hep) to access CentreVu Exporer II on-ine hep. Hep About (a submenu from Hep) to access the frames for: Checking the version and icense numbers Setting up the session Enabing the Java pug-in option. Gossary (a submenu from Hep) to access gossary hep topics. A Quick Start to CentreVu Exporer II 1-45

56 Introduction A Quick Start to CentreVu Exporer II

57 CentreVu Exporer 2 Administration 2 Overview 2 This section describes how to administer the features of CentreVu Exporer II and describes how to customize the CentreVu Exporer II for ca centers. Exampes are provided for each administrabe feature. A CentreVu Exporer Version x administration capabiities are avaiabe with CentreVu Exporer II. The new administrabe features of CentreVu Exporer II aow you to customize CentreVu Exporer II to your ca center by providing meaningfu names to spit/skis, vector directory numbers (VDNs), reason codes, and other Externa Ca History Interface (ECHI) data eements, and by providing names to your Agent Login IDs. Note: CentreVu Ca Management System (CMS) does not currenty support a method for propagating a administrabe items such as Stroke Counts to the CentreVu Exporer II server. The synonyms that are automaticay transferred from the CMS and are supported for CMS incude: Agents, VDNs, and Vectors. For this reason, administrabe items must be administered in the CMS and CentreVu Exporer II independenty. Any administration performed in CentreVu Exporer II does not fow back to the CMS. Overview 2-1

58 Administration Accessing Administration Program 2 To access system administration, cick on the Administration option from the Navigation menu. The foowing frame dispays: Seect Administration The Administration options you can view are dependent on your administrative rights and privieges. 2-2 Accessing Administration Program

59 Administration Administering Eements 2 By cicking on Administration on the navigation frame, the foowing submenu options appear: Seect Administration Administration Submenu Chapter 2 From the Administration submenu, you can administer: Synonyms administrabe eements (such as Agent, VDN, Vector, and others). License Eements eements that you are ony aowed to modify (CMS and ACD names). Security Items administrabe Login Accounts and Change Password. Administering Eements 2-3

60 Administration Some of the administrabe eements in CentreVu Exporer II are synonyms in the CMS Agents, VDNs, and Vectors. The synonyms are set to fow automaticay from the CMS to CentreVu Exporer II. This fow updates the synonyms automaticay. The user can choose to modify synonyms directy on the CentreVu Exporer II server. However, these updates do not fow back up to the CMS. From the Navigator frame, you can seect various eements as submenus under the Administration option. Seecting an administration eement in the eft Navigator window dispays the appicabe items in the right frame. Therefore, each eement can be administered through its own administration frame. A of the administration frames function simiary to each other. However, some administration frames incude ony some of the buttons and fieds*. Eements Tite Automaticay Fows From CMS Synonyms you can modify, add, or expire these through Administration. See the Administering Synonyms section in this chapter for detais. Agent Name Administer Agent Names yes VDN Names Administer VDN Names yes Vector Names Administer Vector Names yes Trunk Group Administer Trunk_Group Names no Spit/Ski Administer Spit/Ski Names no Stroke Count Reason Code Administer Stroke_Count Names Administer Reason_Code Names no no License Eements you can ony modify these through Administration. To add or deete icenses, use the icense screen as discussed in the CentreVu Exporer II Instaation for Windows NT or CentreVu Exporer II Instaation for Sun guides. *ACD Names Administer ACD Names no *CMS Names Administer CMS Names no 2-4 Administering Eements

61 Administration Security Items you can modify, add, or expire these through Administration. See the Promote Queries in this chapter for detais. Promote Queries Promote User Defined Queries to Standard no Login Accounts Administer Login Names no Change Password Change User Password no Chapter 2 Administering Eements 2-5

62 Administration Agent Name Exampe 2 The Agent Names administration incudes a of the buttons, fieds, and check boxes avaiabe to administer eements, therefore, it is used as an exampe. To administer the agent names, do the foowing: 1. From the Navigator frame, seect the Administration option. 2. From the Administration menu, seect the Agent Names submenu option. Seect Agent Names 2-6 Administering Eements

63 Administration The Administer Agent Names window dispays: Chapter 2 Names of Synonyms IDs of Synonyms 3. Seect the Management System you want to administer. 4. Seect the Automatic Ca Distribution (ACD) you want to administer. 5. Press the Modify button to change the defauted synonym vaues in the ist. Defaut synonym vaues are dispayed in the ist. When Externa Ca History (ECH) does not have a synonym, then an ID is created as a defaut condition. 6. From the ist, seect (by highighting) an entry. To dispay the entries aphabeticay, check the Order by Name checkbox. Administering Eements 2-7

64 Administration 7. Check or uncheck the Show Expired Entries box. If checked, you see a the expired entries. You know these are expired because you see an (e) after the ID. 8. Seect the Expire, Modify, or Add button. For detais on how to use these buttons, see ater sections in this chapter for detais. Administering Synonyms 2 You can administer the synonyms in three ways: Expire Works simiar to a Deete except it does not remove it from the database and sets the effective end date. Two options are avaiabe for Expire: Expire and Repace Makes a new synonym (see the Agent Name Expires for an exampe). Expire Causes the synonym not to be active (or in effect). Modify Changes the synonym (for exampe, Married and Maiden name). Add Adds a new synonym. You can ony change synonyms when options are enabed with modify capabiities. Therefore, a user ony sees the options they have permission to see. Agent Name Expires Exampe 2 This section provides an exampe of an expire and repace. Accounts are IDs and passwords to CentreVu Exporer II. When an account expires, it means that a new synonym is used for a vaue (for exampe, extension 1234 now beongs to Joe, when it previousy beonged to Mary). Both the od and new vaues exist with an effective date. If viewing a record that has a date before the change, the user sees the od vaue (Mary). When viewing a record that has a date after the change, the user sees the new vaue (Joe). 2-8 Administering Synonyms

65 Administration Promoting Queries 2 Standard Queries are queries that are avaiabe to a users. A pre-popuated data appears in the search criteria frame. A user with promote query rights may add or deete queries to the Standard Query window. The queries that are promoted to be made Standard are avaiabe for a users. To set the User-Defined Query as a Standard Query, do the foowing: 1. Access the administration screen by seecting Administration in the Navigator frame. 2. Seect the Promote Query option. The foowing dispays: Chapter 2 Seect Promote Queries Administering Synonyms 2-9

66 Administration 3. In the Promote User Defined Queries to Standard frame, seect the account of the user who created the query in the User Login Queries drop-down box. The foowing dispays: Seect the User Login 2-10 Administering Synonyms

67 Administration 4. Seect (by highighting) the query or queries that you want to make standard. Seect the query to promote. Chapter 2 Press the Promote button. 5. Seect the Promote button. This causes the queries you promote from User Defined Queries to Standard Queries. Administering Synonyms 2-11

68 Administration 6. To view the query you just promoted, seect the Standard Queries option on the Navigation frame. The newy promoted query dispays: 2-12 Administering Synonyms

69 Administration Login Accounts 2 The Login Accounts section of CentreVu Exporer II Administration aows one or more administrators to contro access to CentreVu Exporer II. Because the CentreVu Exporer II server can be accessed from any frame compiant web browser, any user who knows the host name or the Internet Protoco (IP) address of the CentreVu Exporer II server can gain access to the product. The Login Accounts section of CentreVu Exporer II Administration aows for the creation and maintenance of two types of CentreVu Exporer II accounts: Administration permission accounts User permission accounts. An administration permission account (herein referred to as an Admin account) gives you fu access to CentreVu Exporer II, incuding the right to add, modify and deete existing accounts. A user permission account (herein referred to as a User account) gives you access to a of the functionaity of CentreVu Exporer II with the exception of the accounts section of the Administration portion of the product. A CentreVu Exporer II Login Account consists of an account name and a password. Passwords are not case sensitive. In order to gain access to CentreVu Exporer II, a vaid account name and password must be entered. Chapter 2 Administering Synonyms 2-13

70 Administration Administering Login Names 2 You must have administration permission to Administer Login Names. To administer the ogin names, do the foowing: 1. From the Navigator frame, seect the Administration option. Seect Administration 2-14 Administering Synonyms

71 Administration 2. From the Administration menu, seect the Login Accounts submenu option. The foowing window dispays: Seect Login Accounts Seect Modify, Add, or Deete Chapter 2 3. To gain access to the Login Accounts information, you must suppy a vaid Administration account name and password that has administration permissions. If you ony have user permissions, access is denied. A singe Administration eve account is created at the time CentreVu Exporer II is instaed. This buit-in account is caed Administration and cannot be deeted. When first ogging onto the system, the defaut Administration account information is dispayed. Note: It is strongy recommended that the CentreVu Exporer II administrator change this password immediatey to prevent unauthorized access to CentreVu Exporer II. Choose a new password that is easy to remember. If you forget the password, and it is the ony Administration eve account in the system, then no one wi have access to the accounts section to make changes. If this happens, contact the Technica Service Organization. Administering Synonyms 2-15

72 Administration 4. From the Administer Login Names frame, you can Modify or Add to the ist of names or Deete names. See the next sections for detais. Seect Modify, Add, or Deete 2-16 Administering Synonyms

73 Administration Add Login Names 2 To add ogin names, do the foowing: 1. On the Administer Login Names frame, seect the Add button. Seect Add Chapter 2 Administering Synonyms 2-17

74 Administration The Create Logins frame dispays: 2. A of the existing accounts are contained in the ist box. At a minimum, the buit-in Administration account is isted. Any account can be added if you have administration permissions. 3. On the Create Logins frame, enter: Login Password Confirm Administering Synonyms

75 Administration 4. Check the box(es) for the synonyms you want the owner of the new ogin to be abe to modify. For exampe: Modify Logins Modify Agents Modify VDNs Modify Vectors Modify Trunk Groups Modify Spits Chapter 2 Modify Stroke Counts Modify Reason Codes. 5. Check the box(es) for the names you want the owner of the new ogin to be abe to modify. For exampe: Modify ACD Modify CMS. 6. Check the Create Custom Queries box, if the owner of the new ogin has permission to use Custom Query Buider. 7. Check or uncheck the Promote Custom Queries box, if the owner of the new ogin has permission to Promote the user-defined queries to become a standard query. See the Promoting Queries section in this chapter for detais. The Promote Custom Queries is defauted to the frame. 8. Check or uncheck the Use Exporer Cassic box. The Use Exporer Cassic box is defauted to the frame. 9. Check the box(es) for the type of data you want the owner of the new ogin to be abe to seect. For exampe: View a CMSs View a ACDs View a Spits. Administering Synonyms 2-19

76 Administration The a aows you to see a of the items avaiabe. If you want the owner of the new ogin to view ony certain items, then seect ony those specific CMSs, ACDs, and Spits. 10. If the owner of the new ogin has the abiity to create other new ogins, seect the Create button on the Create Logins frame. Modify Login Names 2 Modifying an existing account is simiar to adding a new account except that you cannot ater the account name. If you wish to ater the account name, you must deete the existing account and add a new account with the new name and permission eve. To modify existing ogin names, do the foowing: 1. From the Administer Login Names frame, highight the name you want to modify from the ist. A existing accounts are contained in the ist box. At a minimum, the buit-in Administration account is isted. Any account can be modified with the exception of the buit-in Administration account Administering Synonyms

77 Administration 2. Seect the Modify button. Seect Modify Chapter 2 Administering Synonyms 2-21

78 Administration The Edit Logins: administration frame dispays with a previousy set ogin defauted to the screen: 3. On the Edit Logins: administration frame, enter the information for: Password Confirm. The Login and checked boxes are dispayed with their pre-seected settings. 4. Modify the check boxes, as desired, and seect the Update button. 5. If you decide that you do not want to modify the ogin, seect the Cance button. You are returned to the Administer Login Names frame Administering Synonyms

79 Administration Deete an Account 2 To deete an account, do the foowing: 1. Access the Administer Accounts window. 2. Choose the account (by highighting) you want to deete. 3. Cick the Deete button. The foowing window appears: Chapter 2 4. Press the OK button. Note: Remember that you cannot deete the buit-in account name Admin. Any attempt to deete the Administration account wi resut in an error message. Administering Synonyms 2-23

80 Administration Change the Password 2 To administer the password, do the foowing: 1. From the Navigator frame, seect the Administration option. 2. From the Administration menu, seect the Change Password submenu option. The foowing window dispays: 3. To change the password, you must suppy the origina password for this account in addition to the new password that has administration permissions.you can ony change your own password Administering Synonyms

81 Administration When first ogging onto the system, the defaut admin Login (account information) is dispayed. 4. From the Change Password for Login admin frame, you can: Note: It is strongy recommended that the CentreVu Exporer II administrator change this password immediatey to prevent unauthorized access to CentreVu Exporer II. Choose a new password that is easy to remember. If you forget the password, and it is the ony Administration eve account in the system, then no one wi have access to the accounts section to make changes. Contact the Technica Service Organization if you have this probem. Enter the Od Password Enter the new Password Confirm the new Password Update the new password. 5. Press the Update Pass button to update and save your new password. Chapter 2 6. If you do not want to make the new password changes, seect Cance to return to the main CentreVu Exporer II Spash frame. Administering Synonyms 2-25

82 Administration 2-26 Administering Synonyms

83 CentreVu Exporer 3 Exporer Cassic 3 Overview 3 This chapter describes how and why you woud want to use the Exporer Cassic program. Exporer Cassic aows you to use the origina version of CentreVu Exporer, but adds some of the new functionaity of CentreVu Exporer II. This chapter describes how to customize the CentreVu Exporer II to your ca center by providing meaningfu names to spits/skis, vector directory numbers (VDNs), reason codes, Externa Ca History Interface (ECHI) data eements, and by providing names to your Agent Login IDs. Exporer Cassic presents the famiiar Exporer desktop, but with new query capabiities, such as conditiona queries and new user interface eements. It is aso enhanced by the static Navigation frame on the eft that eiminates the need for the browser s Back button. In Exporer Cassic, as with other CentreVu Exporer II queries, resuts are deivered in its own window. Overview 3-1

84 Exporer Cassic Using Exporer Cassic 3 To use the Exporer Cassic program, do the foowing: 1. Access Exporer Cassic 2. Administer Set Session Dispay (if you want to see something other than the defaut options) 3. Seect the Eements 4. Seect the Search Criteria 5. View Resuts 6. Save Query. 3-2 Using Exporer Cassic

85 Exporer Cassic Accessing Exporer Cassic 3 1. Log in to CentreVu Exporer II. For detais about how to do this, see Chapter 1, Introduction. 2. In the Navigation frame, cick on the Exporer Cassic option to open the Exporer Cassic program. Seect Exporer Cassic Chapter 3 3. Seect the eements for the query. See the next section for detais. Using Exporer Cassic 3-3

86 Exporer Cassic Administering Set Session Dispay 3 Set Session Dispay is a feature that aows you to seect a customized set of data eements for use during the current session. Each time you use Custom Query Buider to create a User defined Query, you create a new Session Dispay. The ist of Session Dispays is specific to each ogin. To administer Session Dispay, do the foowing: 1. Cick on the Exporer Cassic Set Session Dispay submenu. The foowing window appears: Seect the Session Dispay you want to use. 2. From this window, you can seect which Session Dispay you want to use from the drop-down ist (ocated in the top right hand corner of the frame). 3-4 Using Exporer Cassic

87 Exporer Cassic 3. Cick on Save this Dispay and the foowing dispays: Chapter 3 4. The Session Dispay you seected becomes the Current Session Dispay for a Exporer Cassic queries for your ogin. When you want to change the current dispay, seect a different Session Dispay and save it. Note: CentreVu Exporer II comes with one Defaut Session Dispay which consists of the foowing eements: ACD, Answering Spit/Ski, Answering Agent, Ca ID, Caing Party, CMS, Day of Week, Diaed Number, Duration, First VDN, In Queue Wait Time, Segment, Segment Start Date, Segment Stop Date, Start Time, Stop Time, and Universa Ca ID. Using Exporer Cassic 3-5

88 Exporer Cassic Seecting Eements 3 In the Eement Seection frame, do the foowing: 1. Check the appropriate query eements for your search. For a description of the Eement Seection frame, see Chapter 1, Introduction, for detais. For definitions of each query eement, see the Appendix, Query Eements, in this guide. Buid Query Buttons 2. When you are satisfied with your seections in the Query Eements frame, press the Buid Query, Agent Info, or Ca Info button to dispay the Search Criteria frame. When the screen refreshes, parameters specific to the eements you seected appear in the Search Criteria frame. For detais, see Chapter 1, Introduction. 3-6 Using Exporer Cassic

89 Exporer Cassic Seecting Search Criteria 3 In the Search Criteria frame, do the foowing: 1. Seect a desired search criteria. See Chapter 1, Introduction, for detais. 2. From the Dispay Options drop-down box, set up the dispay options (Session Dispay, Agent Information, Ca Information, or A Coumns). Ony one dispay type may be viewed at a time. Chapter 3 3. Seect the Find Resuts button to dispay the resuts of the query. Using Exporer Cassic 3-7

90 Exporer Cassic Viewing Resuts 3 After providing the Search Criteria information, you can view the resuts of the query. To dispay the resuts of a query, press the Find Resuts button from the Search Criteria frame. The foowing graphic shows you the resuts (the grid resuts) of the query settings in the session dispay format that you specify. Note: When viewing mutipe rows of data and scroing verticay in the Query Resuts frame, coumn headings disappear. 3-8 Using Exporer Cassic

91 Exporer Cassic Saving the Query 3 After providing the Search Criteria information, you can save this query for future use by doing the foowing: 1. In the Query Criteria frame, press the Modify button. The Custom Query Buider frame dispays: the Dispay Fieds that are automaticay popuated from the Session Dispay seections the Criteria Fieds that are automaticay popuated from the query eements seected in the Eement Seection frame. the Format Criteria is automaticay popuated from the Search Criteria seections. Chapter 3 Using Exporer Cassic 3-9

92 Exporer Cassic 2. From this window, seect the Format Criteria tab and the foowing dispays: 3. To save the query, cick the OK button. Note: If you choose to make any changes to the query, you can rename and save it by cicking OK. The new name shows up under your User Defined Queries in the Navigation frame 3-10 Using Exporer Cassic

93 CentreVu Exporer Agent in Focus Queries 4 4 Overview 4 This section describes using predefined queries reating to a specific agent. The Agent in Focus Queries section of CentreVu Exporer II provides mutipe reports about an agent s activities. You can seect from a ist of pre-defined reports, each of which focuses on a different agent activity. Resuts are presented in a report format for each query and can be printed or exported. The foowing section detais the reports provided within the Agent in Focus Queries program of CentreVu Exporer II appication. Overview 4-1

94 Agent In Focus Agent in Focus Queries 4 From the Agent in Focus Queries option in the Navigation frame, seect the report you want to access from the Agent in Focus Queries submenu. For exampe: Seect Agent in Focus Queries 4-2 Agent in Focus Queries

95 Agent In Focus Using Agent in Focus Queries 4 New queries can be buit by the user and either saved as a user query or promoted to a standard query in CentreVu Exporer II. See Chapter 6, Standard or User-Defined Queries, for detais. See Chapter 3, Exporer Cassic, for more search criteria detais about: Dispaying Options Finding Resuts Modifying Resuts. See Chapter 8, Query Resuts, for detais about exporting fies, printing query resuts, and using Crade-to-Grave reports. Chapter 4 Agent in Focus Queries 4-3

96 Agent In Focus Accessing Agent in Focus Queries 4 From the Navigation Frame of CentreVu Exporer II appication, cick on the Agent in Focus Queries option. The foowing submenu options dispay: Seect Agent in Focus Queries Submenus The foowing sections describe each of the submenu options avaiabe through Agent in Focus Queries. 4-4 Agent in Focus Queries

97 Agent In Focus Agent On-Hod Report 4 The Agent On-Hod report provides detais about the agent s tendency to pace caers on hod. As with a Agent in Focus Queries reports, seecting this report provides the appropriate Search Criteria eements to run the report. Chapter 4 1. For the Agent On-Hod report, seect an agent from the drop-down ist box. 2. Enter a number in the Times Hed text box. The number entered then generates resuts that are greater than or equa to the number you entered. 3. To view a cas put on hod, enter the vaue 1. Agent in Focus Queries 4-5

98 Agent In Focus 4. After entering the Search Criteria eements for the agent and cicking on Find Resuts, the resuts window is dispayed. This is the Crade-to-Grave icon. The foowing items are incuded in the Agent On-Hod report: Ca ID The identifier of the ca record as generated by the ECS/switch. ACD The number of the automatic ca distribution (ACD) for the ca. Start Time The start time for the ca segment. Duration The ength of the ca. Agent Tak Time The tak time for the agent during the ca. Times Hed The number of times the caer was paced on hod during the ca. Caer On-Hod Time The cumuative hod time for the caer during the ca. 4-6 Agent in Focus Queries

99 Agent In Focus Abandoned From Hod Yes/No vaue indicating if the caer abandoned from hod. ii Digits The information indicator (ii) digits received from the pubic network through an integrated services digita network (ISDN) communication. Caing Party The originating number of the caing party. This number can be the automatic number identification (ANI), the interna extension number, or the trunk equipment ocation. Chapter 4 Agent in Focus Queries 4-7

100 Agent In Focus Transferred Ca Report 4 The Transferred Ca report provides detais on the answering agent s transfer history. Listed are a ca events when the agent transferred the ca to a measured or unmeasured ocation. Cick on Find Resuts to dispay resuts. The foowing items are incuded in the Transferred Ca report: Ca ID The identifier of the ca record as generated by the ECS/switch. ACD The number of the ACD for the ca. Start Time The start time for the ca segment. Duration The ength of the ca. Tak Time The tak time for the agent during the ca. 4-8 Agent in Focus Queries

101 Agent In Focus Transferred Indicates if the ca was transferred by the answering agent to another measured or unmeasured ocation. Caing Party The originating number of the caing party. This number can be the ANI, the interna extension number, or the trunk equipment ocation. Diaed Number The diaed digits received from the network or ECS/switch. These digits are often the vector directory number (VDN) and/or diaed number identification service (DNIS) for the ca. Chapter 4 Agent in Focus Queries 4-9

102 Agent In Focus After Ca Work Report 4 The After Ca Work report provides detais on after ca work activities for an agent. For the After Ca Work report, seect an agent and after ca work time. After ca work is specified in seconds. Cick on Find Resuts to dispay resuts. The foowing items are incuded in the After Ca Work report: Ca ID The identifier of the ca record as generated by the ECS/switch. ACD The number of the ACD for the ca. Start Time The start time for the ca segment. Duration The ength of the ca. Agent Tak Time The tak time for the agent during the ca. Ca Work Code The After Ca Work Code as entered by the agent upon pacing the agent s termina into the After Ca Work state Agent in Focus Queries

103 Agent In Focus After Ca Work The time the agent is in the After Ca Work state for the ca. Segment Number Identifies which part of the ca the data describes. Diaed Number The diaed digits received from the network or ECS/switch. These digits are often the VDN and/or DNIS for the ca. Chapter 4 Agent in Focus Queries 4-11

104 Agent In Focus Conferenced Cas Report 4 The Conference Ca report provides detais on cas which an agent conferenced to either a measured or unmeasured ocation. Cick on Find Resuts to dispay resuts. The foowing items are incuded in the Conferenced Ca report: Ca ID The identifier of the ca record as generated by the ECS/switch. ACD The number of the ACD for the ca. Start Time The start time for this ca segment. Duration The ength of the ca. Agent Tak Time The tak time for the agent during this ca. Conference Indicates if this ca was conferenced by the answering agent to another measured or unmeasured ocation Agent in Focus Queries

105 Agent In Focus Caing Party The originating number of the caing party. This number can be the ANI, the interna extension number, or the trunk equipment ocation. Diaed Number The diaed digits received from the network or ECS/switch. These digits are often the VDN and/or DNIS for the ca. Chapter 4 Agent in Focus Queries 4-13

106 Agent In Focus Customer/Caing Party Report 4 The Customer/Caing Party report aows you to query on specific answering agent cas from a unique caing party number. The caing party number may be an ANI for externa cas or an extension for interna cas. Additionay, wid card matching is avaiabe to enter partia digit strings for the number to search. For instance, a cas from area code (212) may be searched by entering 212% in the respective fied. Cick on Find Resuts to dispay resuts. Note: A wid card is a specia character used to broaden or narrow a search.use the percent sign (%) for mutipe character widcard searches and the underscore mark (_) for singe character widcard searches Agent in Focus Queries

107 Agent In Focus The foowing items are incuded in the Customer/Caing report: Ca ID The identifier of the ca record as generated by the ECS/switch. ACD The number of the ACD for the ca. Start Time The start time for the ca segment. Duration The ength of the ca. Agent Tak Time The tota tak time for the agent during the ca. After Ca Work The time the agent is in the After Ca Work state for the ca. Abandoned From Hod Yes/No vaue indicating if the caer abandoned from hod. Transferred Indicates if the ca was transferred by the answering agent to another measured or unmeasured ocation. Conference Indicates if the ca was conferenced by the answering agent to another measured or unmeasured ocation. Agent Reeased Indicates whether the agent reeased the ca from the agent s termina prior to ca termination. Chapter 4 Agent in Focus Queries 4-15

108 Agent In Focus Appication/VDN Report 4 The Appication/VDN report identifies agent caing behavior to specific interna appications. These appications are identified by the interna VDN assigned to the diaed digits of the ca. Cick on Find Resuts to dispay resuts. The foowing items are incuded in the Appication/VDN report: Ca ID The identifier of the ca record as generated by the ECS/switch. ACD The number of the ACD for the ca. Start Time Actua start time for the ca segment. Duration The ength of the ca. Agent Tak Time The tak time for the agent during the ca. Ca Work Code The After Ca Work Code as entered by the agent upon pacing the agent s termina into an After Ca Work state. After Ca Work The time the agent is in the After Ca Work state for the ca Agent in Focus Queries

109 Agent In Focus Diaed Number The diaed digits received from the network or ECS/switch. These digits are often the VDN and/or DNIS for the ca. Agent Reeased Indicates whether the agent reeased this ca from the agent s termina prior to ca termination. Chapter 4 Agent in Focus Queries 4-17

110 Agent In Focus Information Indicator Report 4 The Information Indicator report ets you query on specific caing party ii digits. Cick on Find Resuts to dispay resuts. The foowing items are incuded in the Information Indicator report: Ca ID The identifier of the ca record as generated by the ECS/switch. ACD The number of the ACD for the ca. Start Time The start time for the ca segment. Duration The ength of the ca. Agent Tak Time The tak time for the agent during the ca. ii Digits This fied presents the digits coected and passed in the Customer Information (CINFO) fied of the Integrated Services Digita network (ISDN) Primary Routing Interface (PRI) record Agent in Focus Queries

111 Agent In Focus Diaed Number The diaed digits received from the network or ECS/switch. These digits are often the VDN and/or DNIS for the ca. Caing Party The originating number of the caing party. This number can be either the ANI, the interna extension number, or the trunk equipment ocation. Coected Digits The information indicator (ii) digits received from the pubic network through ISDN communication. Chapter 4 Agent in Focus Queries 4-19

112 Agent In Focus Assistance Requested Report 4 The Assistance Requested report shows a records in which the particuar agent requested assistance from a supervisor. Cick on Find Resuts to dispay resuts. The foowing items are incuded in the Assistance Requested report: Ca ID The identifier of the ca record as generated by the ECS/switch. ACD The number of the ACD for the ca. Start Time The start time for the ca segment. Duration The ength of the ca. Agent Tak Time The tak time for the agent during this ca. Diaed Number The diaed digits received from the network or ECS/switch. These digits are often the VDN and/or DNIS for the ca Agent in Focus Queries

113 Agent In Focus Caing Party The originating number of the caing party. This number can be the ANI, the interna extension number, or the trunk equipment ocation. ii Digits The information indicator (ii) digits received from the pubic network via ISDN communication. Answering Spit/Ski The spit or ski of the answering agent. Chapter 4 Agent in Focus Queries 4-21

114 Agent In Focus Service Observed Report 4 The Service Observed report shows a instances when an agent was service observed. Cick on Find Resuts to dispay resuts. The foowing items are incuded in the Service Observed report: Ca ID The identifier of the ca record as generated by the ECS/switch. ACD The number of the ACD for the ca. Start Time The start time for the ca segment. Duration The ength of the ca. Maicious Indicates if the agent initiated a maicious ca trace from the agent s termina Agent in Focus Queries

115 Agent In Focus Caing Party The originating number of the caing party. This number can be the ANI, the interna extension number, or the trunk equipment ocation. ii Digits The information indicator (ii) digits received from the pubic network through ISDN communication. Ca Observed Indicates if the ca was observed by an authorized Service Observing station. Last Observer Indicates the name or ID of the observing party for the ca. Audio Probem Indicates if the agent indicated an audio probem for the ca. Trunk Group The incoming trunk group of the ca as administered in the ECS/switch. Chapter 4 Agent in Focus Queries 4-23

116 Agent In Focus Originating Reason Report 4 The Originating Reason report aows you to query events for a particuar Originating Reason Code as entered by the agent. Cick on Find Resuts to dispay resuts. The foowing items are incuded in the Agent Reason Code report: Ca ID The identifier of the ca record as generated by the ECS/switch. ACD The number of the ACD for the ca. Start Time The start time for the ca segment. Duration The ength of the ca. Agent Tak Time The tak time for the agent during the ca Agent in Focus Queries

117 Agent In Focus Origina Reason Code The Reason Code entered by the agent as the Originating Reason Code for the ca. After Ca Work The time the agent is in the After Ca Work state for the ca. Chapter 4 Agent in Focus Queries 4-25

118 Agent In Focus Agent-to-Agent Report 4 The Agent-to-Agent report provides detais on cas paced from an originating agent to an answering agent. Cick on Find Resuts to dispay resuts. The foowing items are incuded in the Agent to Agent report: Ca ID The identifier of the ca record as generated by the ECS/switch. Universa Ca ID A unique number assigned to a ca within the customer network. Segment Number Identifies which part of the ca the data describes. ACD The number of the ACD for the ca. Segment Start Time Actua start time for the ca segment. Duration The ength of the ca. Agent Tak Time The tak time for the agent during the ca Agent in Focus Queries

119 Agent In Focus Transferred Indicates if the ca was transferred by the answering agent to another measured or unmeasured ocation. Conferenced Indicates if the ca was conferenced by the answering agent to another measured or unmeasured ocation. Chapter 4 Agent in Focus Queries 4-27

120 Agent In Focus Direct Agent Queued 4 The Direct Agent Queued report shows a cas that were paced as direct agent queued cas. Cick on Find Resuts to dispay resuts. The foowing items are incuded in the Direct Agent Queued report: Ca ID The identifier of the ca record as generated by the ECS/switch. ACD The number of the ACD for the ca. Start Time The start time for the ca segment. Duration The ength of the ca. Agent Tak Time The tak time for the agent during the ca. After Ca Work The time the agent is in the After Ca Work state for the ca Agent in Focus Queries

121 Agent In Focus In Queue Wait Time The time the caer waited in queue prior to the ca being answered or the caer abandoned from queue. Caing Party The originating number of the caing party. This number can be the ANI, the interna extension number, or the trunk equipment ocation. Chapter 4 Agent in Focus Queries 4-29

122 Agent In Focus Maicious Ca 4 The Maicious Ca report identifies a cas for which the particuar agent activated a maicious ca trace through the agent termina. Cick on Find Resuts to dispay resuts. The foowing items are incuded in the Maicious Ca report: Ca ID The identifier of the ca record as generated by the ECS/switch. ACD The number of the ACD for the ca. Start Time The start time for the ca segment. Duration The ength of the ca. Agent Tak Time The tak time for the agent during the ca. Maicious Indicates if the agent initiated a maicious ca trace from the agent s termina Agent in Focus Queries

123 Agent In Focus Caing Party The originating number of the caing party. This number can be the ANI, the interna extension number, or the trunk equipment ocation. Diaed Number The diaed digits received from the network or ECS/switch. These digits are often the VDN and/or DNIS for the ca. Chapter 4 Agent in Focus Queries 4-31

124 Agent In Focus Audio Probems 4 The Audio Probems report identifies a cas for which the particuar agent identified as having an audio probem through the agent termina. Cick on Find Resuts to dispay resuts. The foowing items are incuded in the Audio Probems report: Ca ID The identifier of the ca record as generated by the ECS/switch. ACD The number of the ACD for the ca. Start Time The start time for the ca segment. Duration The ength of the ca. Agent Tak Time The tak time for the agent during the ca Agent in Focus Queries

125 Agent In Focus Audio Probem Indicates if the agent indicated an audio probem for the ca. Caing Party The originating number of the caing party. This number can be the ANI, the interna extension number, or the trunk equipment ocation. Diaed Number The diaed digits received from the network or ECS/switch. These digits are often the VDN and/or DNIS for the ca. Chapter 4 Agent in Focus Queries 4-33

126 Agent In Focus 4-34 Agent in Focus Queries

127 CentreVu Exporer Custom Query Buider 5 5 Overview 5 This chapter describes how ca center managers can use Custom Query Buider as a too to buid queries to sove probems that can be re-used and modified for Agentin-Focus Queries or for other existing queries. Query Buider provides the user with the abiity to create and save queries for future use. Query Buider incudes a fu range of comparison operators, and grouping, pus and/or type conditions. CentreVu Exporer II users are not imited by preconceived ideas about the type of anaysis they may want to appy to their ca data. Using the Custom Query Buider too, virtuay any conditiona query imaginabe by a ca center manager can now be created and saved for future use. In previous versions of CentreVu Exporer, such customization coud ony be achieved through costy designed software soutions. Overview 5-1

128 Custom Query Buider Custom Query Buider Overview 5 The process for using Custom Query Buider is: 1. Loading Java Pug-in, if needed 2. Accessing Custom Query Buider 3. Setting up User-Defined queries 4. Buiding queries 5. Saving queries 6. Running the query. 5-2 Custom Query Buider Overview

129 Custom Query Buider Using Custom Query Buider 5 With CentreVu Exporer II s Custom Query Buider, ca center managers can create new types of queries with a wide variety of conditions and then save these queries (for exampe, comparison operators, and groupings, and the and/or type conditions). Under the User-Defined Queries option in the Navigation frame is a ist of the user s custom queries. Any time a custom query is created and saved, it appears in this ist for future use. Because the Navigation frame is aways avaiabe on the User- Defined screen, users can access these custom reports immediatey, no matter where they are in the CentreVu Exporer II appication. Determining the Need for Java Pug-in 5 First determine if you need the Java Pug-in before you oad it. The Query Buider appet can be run either with or without the Java Pug-In. The Java Pug-In is a downoaded heper that aows Java Appets to be run in a non-conforming browser environment. You woud want to seect the Use Java Pug-in box on the main CentreVu Exporer II spash screen when you have a non-conforming browser. Checking for a Non-Conforming Browser 5 To check if your browser is non-conforming, ook at the icon next to Custom Query Buider in the Navigation frame. If the icon has a red X, then the browser in nonconforming. If you have a non-conforming browser, you must use the Java pug-in to: Take fu advantage of JDK 1.1 functionaity (such as, JavaBeans, Jini, and Remote Method Invocation [RMI] today). Deveop and depoy 100% Pure Java SM appets on Internet Exporer and Netscape Navigator browsers for reiabiity and consistenty. Receive support for the atest reeases of Sun Microsystems Java Deveoper Kit (JDK) in Internet Exporer and Navigator (for exampe, JDK 1.2 and the highperformance Java HotSpot virtua machine). This functionaity is not avaiabe unti Sun Microsystems reeases them. Chapter 5 Using Custom Query Buider 5-3

130 Custom Query Buider The foowing is an exampe of a non-conforming browser: The red X indicates the browser is non-conforming. If your browser is non-conforming, see the next section Loading Java Pug-in (Optiona). Loading Java Pug-in (Optiona) 5 If you have a non-conforming browser, it is necessary to oad and start running the Java pug-in prior to using Custom Query Buider. To oad the Java pug-in, do the foowing: 1. From the Navigation frame, seect Hep. (See the Hep Topics section in Chapter 1, Introduction for detais.) 2. From the Hep submenu, seect About. (See the Hep Topics section in Chapter 1, Introduction for detais.) 5-4 Using Custom Query Buider

131 Custom Query Buider 3. From the Spash Screen Frame, seect the Session and License Detais ink. (See the Setting Up CentreVu Exporer II section in Chapter 1, Introduction for detais.) The foowing information dispays: Seect Use Java Pug-in 4. Seect the Use Java Pug-in check box. 5. Press the Save Settings button. Press Save Settings Chapter 5 6. From the Navigation frame, seect the Custom Query Buider option to aunch the Custom Query Buider program. See the Accessing Customer Query Buider section for more detais. One of two possibe conditions occur: If the Java pug-in is instaed, the Custom Query Buider program dispays. You can proceed to the Accessing Customer Query Buider section in this chapter. Using Custom Query Buider 5-5

132 Custom Query Buider If your screen dispay is bank after you try to aunch the Custom Query Buider program, then the Java pug-in needs to be instaed on your computer. Go to the next section: Instaing the Java Pug-in On Your PC. Instaing the Java Pug-in On Your PC 5 If your frame for Custom Query Buider comes up bank, you need to insta the Java pug-in on your computer. The Java pug-in setup utiity is oaded on the server when Centrevu Exporer II is instaed. For more information, see your System Administrator. The foowing message automaticay dispays and prompts you to insta Java Pug-in 1.1.1: 1. Press Yes. 5-6 Using Custom Query Buider

133 Custom Query Buider The foowing information dispays: 2. From the Locae drop-down box, seect the anguage (for exampe, U.S. Engish). Chapter 5 3. From the Region drop-down box, seect the region (for exampe, USA). 4. Seect (by highighting) the Avaiabe Locations site you want to downoad the Java Pug-in from. 5. Press the Insta button. Using Custom Query Buider 5-7

134 Custom Query Buider The foowing information dispays: When the downoading is compete, the foowing information dispays: 6. To accept the icensing agreement, press Yes. 5-8 Using Custom Query Buider

135 Custom Query Buider The Choose Destination Location screen dispays: 7. Use the Browse button to seect the destination foder where you want to insta the Java Pug-in. The defaut destination is recommended. 8. Press Next to continue. Chapter 5 Using Custom Query Buider 5-9

136 Custom Query Buider The foowing screen dispays: When the Java pug-in is setup, you can access Custom Query Buider appication Using Custom Query Buider

137 Custom Query Buider Accessing Custom Query Buider 5 To access Custom Query Buider, seect Custom Query Buider from the navigation frame. The foowing screen dispays: Seect Custom Query Buider The Query Buider appet does the foowing: Enabes you to name/rename queries. Enabes you to use standard Windows contros when seecting items. This incudes using Shift and Contro to seect mutipe items, and drag and drop. Enabes you to order items in dispay. Enabes you to hard code query criteria. Chapter 5 Using Custom Query Buider 5-11

138 Custom Query Buider Setting Up User-Defined Queries 5 From the Navigation frame, seect User Defined Queries to see a ist of custom queries. Any time a custom query is created and saved, it appears in this ist for future use. Because the Navigation frame is aways avaiabe on the CentreVu Exporer II screen, users can access these custom reports immediatey, no matter where they are in the appication. Once a User-Defined Query is seected in Custom Query Buider, its eements are defined in the Search Criteria frame on the right. In the foowing exampe, the eements are defined in the Search Criteria frame on the right.the variabes for the Caer On Hod query are Caer on Hod Time and Answering Agent.This query wi return resuts where the on-hod time was greater than or equa to 222 seconds and the answering agent was 660 in ACD # Using Custom Query Buider

139 Custom Query Buider Buiding Queries 5 The two-coumn format is famiiar to most Windows users and ets users create custom queries using any or a of the avaiabe Externa Ca History data eements in the CentreVu Exporer II database. Queries can be buit for mutipe ACDs or for individua sites. To buid a query and start using Query Buider, do the foowing: 1. Seect Custom Query Buider from the Navigator frame, the Custom Query Buider frame dispays: Chapter 5 2. In the Query Name text box, enter the name of the query you want to create. 3. In the Data Fiter drop-down menu, seect Segment Data or Ca Data. See Chapter 3, Exporer Cassic, for an expanation of Segment versus Ca Data. Using Custom Query Buider 5-13

140 Custom Query Buider 4. Seect the tab you want to use: Dispay Fieds tab Criteria Fieds tab Format Criteria tab. The next sections provide detais about how to use each of these tabs to buid a query Using Custom Query Buider

141 Custom Query Buider Dispay Fieds Tab 5 The first step in buiding a Custom Query is to cick on the Dispay Fieds tab. The Dispay Fieds tab provides a ist of data eements on the eft side of the screen. From this tab, a custom query can be created. To begin buiding a custom query from the Dispay Fieds tab, do the foowing: 1. From the Custom Query Buider frame, seect the Dispay Fieds tab. The foowing screen dispays: Chapter 5 Using Custom Query Buider 5-15

142 Custom Query Buider 2. Highight the data eements in the eft coumn ist that you want to incude in the right coumn ist. These are the data eements that you want to gather information on for your query. 3. Choose the Add, Remove, Add A, or Remove A to add or remove the right coumn ist: Add button aows you to add a new dispay fied to the ist in the right coumn ist. Remove button aows you to remove fieds dispayed in the ist on the right. Add A button aows you to add a of the fieds dispayed to the ist on the right. Remove A button aows you to remove a of the fieds dispayed in the ist on the right. 4. To reorder the eements seected in the ist (on the right side), use the up arrow or down arrow buttons or use the drag and drop functionaity. 5. To continue, cick on the Criteria Fieds tab Using Custom Query Buider

143 Custom Query Buider Criteria Fieds Tab 5 The second step in buiding a Custom Query is to seect the Criteria Fieds tab. The Criteria Fieds tab works simiary to the Dispay Fieds tab. However, the information on the Criteria Fieds tab is used to narrow your search of the data eements previousy seected on the Dispay Fieds tab. Chapter 5 To continue buiding a custom query from the Criteria Fieds tab, do the foowing: 1. From the Custom Query Buider frame, cick on the Criteria Fieds tab. 2. Highight the item(s) in the ist (on the eft) that you want to incude. Using Custom Query Buider 5-17

144 Custom Query Buider The ist (on the right side) estabishes the coumns (and coumn order) of the query resuts dispayed. The items seected for the dispay are shown in the exact order seected. 3. Choose the Add, Remove, Add A, or Remove A from the ist: Add button aows you to add a new dispay fied to the ist on the right. Remove button aows you to remove fieds dispayed in the ist on the right. Add A button aows you to add a of the fieds dispayed to the ist on the right. Remove A button aows you to remove a of the fieds dispayed in the ist on the right. 4. To reorder the eements seected in the ists, use the up arrow or down arrow buttons or use the drag and drop functionaity. 5. To continue, cick on the Format Criteria tab Using Custom Query Buider

145 Custom Query Buider Format Criteria Tab 5 The fina step in buiding a custom query is to define the parameters of the query criteria. As with a CentreVu Exporer II queries (Custom, Standard, and Exporer Cassic) a wide range of conditiona variabes (And/Or, <, >, >=, <=,, and Group by parenthesis) can be used to precisey define the desired resuts. To finish buiding a custom query from the Format Criteria tab, do the foowing: 1. From the Custom Query Buider frame, cick on the Format Criteria tab. The Format Criteria tab dispays each eement seected on the Dispay Fieds and Criteria Fieds tabs: Chapter 5 Using Custom Query Buider 5-19

146 Custom Query Buider 2. Seect the Query Fieds in the pu-down menu. To get to subsequent items on the form, cick on the first item and then arrow down to seect the second item. See the foowing exampe: 3. In the text box(es), you can either: Enter the appropriate vaues (for exampe, 180, 30, Y) you want to use to define the eements Leave the settings as user input to et the criteria be set at run time Using Custom Query Buider

147 Custom Query Buider 4. Seect the Group by Parenthesis dispayed in the pu-down menu. Compex queries are easiy created by using groupings with the parentheses functions ( ) or the combination of AND and OR functions. These fieds can be used as many times as desired. See the foowing exampe: Chapter 5 5. Choose the Add or Deete button: Add button aows you to add rows. Deete button aows you to deete rows. Using Custom Query Buider 5-21

148 Custom Query Buider 6. Seect the Conditiona Operators (=,, >, <, >=, =<) dispayed in the pudown menu. You can choose any combination of the mutipe criteria format options. By seecting these options, you are appying simpe arithmetic ogic to the queries. See the foowing exampe: 5-22 Using Custom Query Buider

149 Custom Query Buider 7. When you are finished, seect either the OK or Reset button. OK button aows you to save the custom queries. The top of the Query Buider frame asks for a name under which to save the custom query. The Save Query feature is extremey usefu for re-using compex queries taiored to a specific VDN, spit/ski, or CMS. If you press the OK button, the foowing screen dispays: Chapter 5 Reset button aows you to reset the Format Criteria. If you wish to deete a of the work competed in this tab, this button aows you to erase the entries and start over. Using Custom Query Buider 5-23

150 Custom Query Buider 5-24 Using Custom Query Buider

151 CentreVu Exporer Standard and User- Defined Queries 6 6 Overview 6 This chapter describes how to create and use Standard and User-Defined queries. Standard Queries work simiary to User-Defined Queries. User-Defined queries are those queries that each user creates for their own use through Custom Query Buider. Standard queries are the queries that an administrator promotes from the User-Defined queries. These promoted (or Standard) queries are shared by a of the users. In other words, it is avaiabe to a users. This chapter describes how to use standard and user-defined queries. This chapter aso describes features that may be administered in CentreVu Exporer II. Exampes are provided for each administrabe feature. Overview 6-1

152 Standard Queries Accessing Standard or User-Defined Queries 6 The first time you access Standard or User-Defined Queries, no queries are avaiabe to view. After you buid queries in Custom Query Buider you can view the queries in User-Defined queries. When User-Defined queries are promoted by an administrator to share with other users of CentreVu Exporer II, then you can view the queries in the Standard queries. To access User-Defined Queries, cick on the User-Defined Queries from the navigation frame: Seect User Defined Queries 6-2 Accessing Standard or User-Defined Queries

153 Standard Queries To access Standard Queries, cick on the Standard Queries from the navigation frame: Seect Standard Queries Chapter 6 Accessing Standard or User-Defined Queries 6-3

154 Standard Queries Using Standard or User-Defined Queries 6 A queries buit in Custom Query Buider are dispayed in the User-Defined main window. Seecting a User-Defined Query dispays the Query Criteria frame using the eements that were previousy specified in Query Buider. In summary, you are running a previousy defined query. For more genera information, see: Chapter 1, Introduction for detais about how to use and view queries. For exampe, seecting the type of query to use, and caer and agent information. Chapter 3, Exporer Cassic for detais about dispaying options, finding resuts, and modifying resuts. Chapter 5, Custom Query Buider for detais about how to buid queries. 6-4 Using Standard or User-Defined Queries

155 Standard Queries Setting a User-Defined Query as a Standard Query6 Standard Queries are avaiabe to a users. A user can seect any query in the Standard Query main window. A pre-popuated data appears in the search criteria frame. A user with administration rights may add or deete queries to the Standard Query window. The queries that are promoted to be made Standard by an administrator are avaiabe for a users. For procedures on how to promote queries, see Promoting Queries section in Chapter 2, Administration. Chapter 6 Using Standard or User-Defined Queries 6-5

156 Standard Queries Providing Search Criteria 6 See Chapter 1, Introduction, and Chapter 3, Exporer Cassic, for exampes of: Dispaying Options Finding Resuts Modifying Resuts. 6-6 Providing Search Criteria

157 CentreVu Exporer 7 Sampe Queries 7 Overview 7 This chapter provides you with some sampe business-case scenarios for using CentreVu Exporer II. This chapter expands on the reasons mentioned in Chapter 1, Introduction, to provide you with ideas and working sampe queries for your ca center business. The sampe queries incuded in this chapter incorporate the foowing skis: Seecting Externa Ca History Interface (ECHI) eements to query on Providing search criteria See Chapter 3, Exporer Cassic, for detais about providing Search Criteria information. Controing the resuts of the query See Chapter 9, Query Resuts, for detais about dispaying the resuts of the query. Choosing different views of the query resuts See Chapter 9, Query Resuts, for detais about choosing different views of the query resuts. Viewing and understanding the crade-to-grave view of a ca. See Chapter 9, Query Resuts, for detais. Overview 7-1

158 Sampe Queries Sampe Queries 7 The foowing exampes shows the resuts of a query buit using CentreVu Exporer II. Abandon Ca Anaysis Sampe Query Efficient Automatic Number Identification (ANI) Anaysis Query Specia Ca Treatment Query Ce Phone Anaysis Query Crade-to-Grave Reporting Query. 7-2 Sampe Queries

159 Sampe Queries Abandon Ca Anaysis Sampe Query 7 One of the worst things that can happen to a ca center, is to have a caer abandon from hod. They have aready waited through the queue, taked to an agent, and then hang-up. The reasons for the abandon are varied, perhaps the agent put them on hod right away or perhaps they got tired of waiting; in any instance, the caer hung up and the ca was abandoned. The reasons that the agent put them on hod are varied aso. Perhaps the ca shoud not have gone to this agent, and they put the caer on hod to decide an answer to a question (maybe the vector is wrong) or perhaps the agent is trying to get their metrics up, and is answering cas and pacing the caer on hod to get them out of the queue. To start with this sampe, we wi seect the fieds abandoned from hod, and caer on hod time, in the Eement Seection frame. Then in the criteria frame, seect the date range we are interested in, seect Yes for Abandoned, and pace a > 30 seconds for caer on hod time. This wi give a ist of the caers that abandoned the ca. You coud export this ist to a spreadsheet and use it to ca back the customers that abandoned (using the caing party fied, if you have ANI). Look through the ist to see if there is a common theme, perhaps it is one agent, or one spit, or one VDN that has the majority of the abandoned cas. If so, go back to the query seection frame, and check the answering agent/spit/vdn. Run another query for that criteria. If the ist is too big, change caer on hod time to 60 seconds, or even 120 seconds. You might begin to see a pattern with this. Next try adding the fied tak time. Set tak time to ess than 10 seconds. This wi be a query ooking for agents that are answering the ca, pacing the caer on hod, and eaving them on hod without servicing the ca. Again, ook for a common agent/spit/vdn. In order to further narrow down the resuts, you can use time of day. Run a query for your busiest hour. You can see when things get busier and if performance gets affected. Chapter 7 Sampe Queries 7-3

160 Sampe Queries Efficient Automatic Number Identification (ANI) Anaysis Query 7 CentreVu Exporer II uses wid cards to hep you with your query. The use of wid cards can be made with caing party (ANI), to hep you determine where your cas are coming from. For instance, you have run a promotion in Denver and wish to compare ca voumes both before and after the promotion. Set up a query in Custom Query Buider with (caing party = 303% or caing party = 719%). This wi return a the caers from the Denver area. Run the query with the date range before the promotion, and after the promotion to determine the affect on the ca voume. You can combine the Caing Party query with other query eements (for instance, ii digits = ce phone), to further refine your query. If desired, you can check the Hep topics to see a ist of ii Digits (for exampe, 61 nu [Type 1 Ceuar] and 20 nu [AIOD-Listed DN of PBX set]). 7-4 Sampe Queries

161 Sampe Queries Specia Ca Treatment 7 Many ca centers have rues concerning agent ca handing procedures. For instance, agents are not supposed to reease or transfer a ca and agents shoud conference cas. Agents are not supposed to et their After Ca Work Time exceed 1 minute. You can use the query capabiities of Exporer II to determine if the cas are being treated correcty. For exampe run a query on Agent Reeased = Yes. You now have a ist of a the cas where the agent reeased the ca. Run a query where Transferred = Yes. Run a query where After Ca Work Time > 60. Chapter 7 Sampe Queries 7-5

162 Sampe Queries Ce Phone Anaysis 7 You can use Information Indicators (ii digits) to compare cas from a ce phone versus a non-ce phone. Perhaps you suspect that caers from a ce phone are abandoned at a higher rate. Set up a query (using abandoned from hod, or disposition = abandoned in queue). Pick a busy time. You wi have a ist of your abandoned cas for that time period. Now add the ii digits fieds to your query. Run the same query with ii digits = ce phone, and another query with ii digits <> ce phone. Compare the two ists. When doing ii Digits search criteria, use the numbers 70 nu (private Paystation) for the report. 7-6 Sampe Queries

163 Sampe Queries Crade-To-Grave Reporting Query 7 A typica ca center manager s job is to take cas from upset customers. Perhaps a ca comes in, and the caer says something ike, I caed your company yesterday, and got the rudest agent, the agent was rude, and put me on hod for a ong time. Using the query features of CentreVu Exporer II and Crade-to-Grave, you can now see the customer s experience. Ask the customer what number they diaed from. Run a query with caing party = to that number. If ANI is turned on, you can immediatey see how many times this person has caed and what happened in each of those cas. For more information about ANI, see the ANI hep topics. Seect the Crade-to-Grave for that ca. You now know and can te the customer exacty what happened during the time that ca was paced, how ong they taked, how many times they were paced on hod, and other detais about the ca. With this type of information avaiabe, the agent can have a more informed discussion with the customer about their ca and reassure the customer that with the information and their input you can assess the root cause of the probem. You shoud be abe to quicky determine if this customer has a egitimate compaint, and can use a print-out of the Crade-to-Grave in a training session with the agent. Chapter 7 Sampe Queries 7-7

164 Sampe Queries 7-8 Sampe Queries

165 CentreVu Exporer 8 Query Resuts 8 Overview 8 This chapter describes the eements that dispay in the Query Resuts window and describes the eements that appear in a crade-to-grave dispay from records returned from a query. The Crade-to-Grave icon (for a Ca ID or Universa Ca ID [UCID]) aows you to view specific events for each segment of the ca. This chapter aso describes how to use the export and print feature for the query resuts. Overview 8-1

166 Query Resuts Exporting to a Fie 8 Creating customized reports using CentreVu Exporer II data is as easy as checking a box abeed Save to Fie. This aows you to save the output of any CentreVu Exporer II query to a fie and then import the data to a spreadsheet, database, or word processing program for reporting and formatting. To export the grid resuts to a fie, do the foowing: 1. Run Query Buider (aso avaiabe through Exporer Cassic, Agent In-Focus, or User-Defined Queries). See Chapter 5, Customer Query Buider, for detais. 8-2 Exporting to a Fie

167 Query Resuts 2. From the Session Dispay window, save the grid resuts to a fie by cicking the Save to Fie icon. This is the Save to Fie icon. Chapter 8 Exporting to a Fie 8-3

168 Query Resuts The Save As diaogue box dispays: 3. In the Fie name fied, enter the name of the fie. 4. Using the Save in drop down menu, seect the directory where you want to save the fie. 5. From the Save As... diaog box, seect Save. 6. Open the fie in an appication (such as Microsoft Exce). 7. Use the appication s wizard to step you through the process of converting the fie to the appropriate format (for exampe, Microsoft Exce). 8-4 Exporting to a Fie

169 Query Resuts Printing Query Resuts 8 You can print the query resuts to any printer that is set up for your computer. To print query resuts, do the foowing: 1. Run Query Buider (aso avaiabe through Exporer Cassic, Agent in Focus Queries, or User-Defined Queries). See Chapter 5, Customer Query Buider, for detais. Chapter 8 Printing Query Resuts 8-5

170 Query Resuts 2. From the Session Dispay window, cick on the Print icon. This is the Print icon. 8-6 Printing Query Resuts

171 Query Resuts The Print window dispays: Chapter 8 3. From the Name drop down menu, use the down arrow to seect the printer. 4. Cick on the OK button. Printing Query Resuts 8-7

172 Query Resuts Creating Crade-to-Grave Reports 8 This section describes how to access and use CentreVu Exporer II Crade-to-Grave reports. Accessing Crade-to-Grave Reports 8 To access the Crade-to-Grave reports, seect the C>G icon from the grid resuts. See the foowing exampe: This is the Crade-to-Grave icon. 8-8 Creating Crade-to-Grave Reports

173 Query Resuts Using Crade-to-Grave Reports 8 You can use Crade-to-Grave reports to view specific events for each segment of a ca. Crade-To-Grave reports support cas from: One ACD Mutipe ACDs within a CMS Mutipe CMSs. Chapter 8 Note: Crade- To-Grave reports support cas from mutipe CMSs ony from ca segments originating from CentreVu CMS Version R3V6. This version of CMS supports Universa Ca Identification (UCID). UCID stays with a ca segments together across mutipe CMSs. For more UCID information, see the CentreVu Ca Management System, Reease 3 Version 8, Externa Ca History Interface ( ) document for detais. Once records are returned from a query, you may cick on the Crade-to-Grave (C>G) icon for a Ca ID or UCID to view specific events for a segments of the ca. Creating Crade-to-Grave Reports 8-9

174 Query Resuts Crade-to-Grave Report Anaysis 8 The foowing sections describe the eement resuts (for exampe, Ca Information and Ca Handing) that appear in this crade-to-grave dispay: 8-10 Crade-to-Grave Report Anaysis

175 Query Resuts Ca Information 8 The foowing screen dispays an exampe of Ca Information: Chapter 8 Universa Ca ID The unique number assigned to a ca within the customer s network. Ca ID The unique number assigned to this ca and a its segments. Date The date and time of the first segment of the ca. Caing Party The Automatic Number Identification (ANI)/Station Identification (SID), extension or trunk equipment ocation identifying the originator of the ca. Crade-to-Grave Report Anaysis 8-11

176 Query Resuts Diaed Number The number the caer diaed (up to 24 digits). Caing Party ii Digits The information indicator (ii) digits received from the pubic network through an integrated services digita network (ISDN). ACD Automatic Ca Distributor and/or trunk group for this segment. Answering VDN The answering vector directory number. Segment Duration Duration of the ca segment in seconds. Note: Other eements may be dispayed depending upon the actua ca treatment. Pease refer to the Appendix in this guide for descriptions of these individua eements Crade-to-Grave Report Anaysis

177 Query Resuts Ca Handing 8 The foowing screen dispays an exampe of Ca Handing information: Chapter 8 Ca entered at First VDN The number diaed for this segment. Ca started with Vector The first Vector number pointed to by the incoming VDN. Ca Queued to Primary Spit/Ski The spit/ski initiay queued to a Spit/Ski designated as primary for this vector. Caing in queue for Disposition time in seconds of this ca segment. Crade-to-Grave Report Anaysis 8-13

178 Query Resuts Ca was answered by VDN Answering number caed and answering Vector number. Ca answered by Answering Agent name and Answering Agent ogin ID. On Spit/Ski The spit/ski queued to a Spit/Ski as designated for this vector. Ca put on hod Answering Agent paced the ca on hod. Tak Time Tak time in seconds for this ca segment. Ca Competed Agent Reeased Wi indicate if the Agent Reeased upon competion. Note: Other eements may be dispayed depending upon the actua ca treatment. Pease refer to the Appendix in this guide for descriptions of these individua eements Crade-to-Grave Report Anaysis

179 Query Resuts Muti-Segment Crade-to-Grave Anaysis 8 The foowing anaysis shows information about a ca that was transferred and conferenced prior to competion. Chapter 8 On this exampe, a Crade-to-Grave is shown for a ca that spanned mutipe segments. Every time a ca is transferred, conferenced, or interfowed a new segment is created. New segments are defined by different coor banner bars across the bottom of the Crade-to-Grave reports. A unique banner is provided in the event a segment is handed by a spit/ski defined as a Voice Response Unit. Segments continue to buid unti the ca competes, is abandoned, or is disconnected from the switch being measured by this CentreVu CMS. Muti-Segment Crade-to-Grave Anaysis 8-15