CentreVu Supervisor + Avg length of Call

[kathleen75]

We have recently implemented Avaya's CentreVu Supervisor in our call center. This replaced Meridian Max. I have a few questions about how CentreVu calculates and reports some statistics. I am hoping someone can help.
Our first dilema is calculating the Average length of each call. In the Max system we used AVG ACD TIME + AVG HOLD TIME + AVG NOT READY TIME. Within CentreVu, it gets a bit more complex. What we have been using, but have now deciphered is incorrect, is AVG ACD TIME +AVG HOLD TIME + AVG ACW + AVG AUX. The problem is this: it seems as though CentreVu double counts some HOLD and AUX TIME. For example, if an agent is on an ACD call and puts them on hold, that time shows up under the field OTHER TIME. If an agent puts a caller on hold, and then dials an external number (for instance we have an internal help line), that is then coded as IN OUT DEFAULT AUX OUT. So that time a caller is placed on hold shows up under the AUX TIME as well as under HOLD TIME. There is, however, a lot of other factor that show up under IN OUT DEFAULT AUX, and an AUX report does not distinguish these things. What I am trying to find is a true HOLD calculation. Does anyone know how to pull out the hold time out of the AUX TIME? Or how to pull out hold time from OTHER TIME, because OTHER TIME includes other factors as well. If we don't do that, it seems as if we are double counting some time. What do other people use in CENTREVU as a calculation for AVG length of each call?

Also, has anyone had any experience with Report Manager/Report Wizard? We are looking to customize some reports, and create some of our own calculations (for example, we are looking to create an EFFICIENCY % for our agents, similar to the Occupancy % but it calculates fields that are within an agents control, or basically states that the agent is doing what they are suppose to be doing, within their control). We have been told we can create these calculation through Report Manager. How easy is this to do and what are the problems that we may encounter with this?


I know this is a lot. And I've posted a lot this evening. But with a new system, there are soooo many questions!!!

Any input would be greatly appreciated!!!

[AMPawlak]

Hi!

I also use CentreVu Supervisor and have not had a problem with this - we must be on a different version. We have 9 Aux codes that agents use to explain why they are not taking calls (Training, Meeting, etc.). Default Aux time (such as making an outbound call when your ACD call is on hold) shows up as Aux zero time, so we can itemize it exactly.

When calculating AHT I do not use Aux time at all - a true "Hold" time is available on some reports. My agent level reports (like Split/Skill Monthly) only reflect hold time, not other time. "Other" is a large bucket for us because all agents have multiple skills.
It is only group reports that do not show the accurate amount of hold times.

As far as the Report Designer feature - good luck! I have been attempting to get a manual from Avaya on it for some time. The Help screens have not proven very helpful. I've been using it for three years and the only thing I have learned to do is adjust for multiple inputs - ex. keying several skills to get a total instead of just one.

Avaya will create custom reports for you - at a charge. The benefit of a "custom" report over a "designed" report is that you can set "custom" reports up on a timetable to automatically print overnight so they are waiting for you. It's also possible to attend Avaya's custom report writing class, but I don't know the cost on it.

If you want to e-mail me some examples of the reports available on your version of CentreVu I may be able to offer some advice. My email is amy.pawlak@email.moore.com.

Good luck!

[Mark Brannan]

Kathleen,

We also use CVS. We do not use it to calculate Avg call time though, we import all that data into our workforce management system from CMS.

We do a ton of reporting out of the CMS database though, via Crystal reports and an ODBC connection.

The CentreVu manual is very helpful for determining what statistics go on what reports, although sometimes they tend to circle around a bit.

Since we do not track this measurement - I'm not sure which reports/stats you'd need to look at - but if you have other things you want to run by me that would be fine. We've done a lot of work in breaking down the AUX time, we don't use AUX codes and so a bunhc of our stuff gets stuck in AUX time that we piece out.