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CCS (Customer Care Services) currently uses a reporting system called CC Analyzer (a form of BRIO) that was adopted by the department in March of 2004. SSC (System Support Center) currently uses a reporting system called CentreVu Supervisor (a Lucent Enterprise application) that was adopted by both call centers in June of 1998.
The purpose of this memorandum is to analyze the utilization of both reporting system by management, technical department, scheduler, and others that may use these tools as a form or monitoring service levels, running historical data, or measuring data for business and individual goals...
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