Real Time Reporting

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IP Office Customer Call Reporter Real Time Reporting

Customer Call Reporter provides real time monitoring of call center activity. This is achieved via a thin client web browser session logged onto the IP Office Customer Call Reporter server. Within the supervisor client a user can program up to 3 different views of their call center. This is a very useful feature as now a supervisor can divide their responsibilities into different views and compare the results of those views.

For example, assume that a call center supervisor is responsible for the following hunt groups in IP Office; Computer Sales (201), Monitor Sales (202), Warranty Service (203), and non-Warranty service. The Supervisor can create two separate views entitled "sales" and "service" and compare the number of calls, length of call, etc. This allows a supervisor to see a whole system as it relates to the business function (sales, service).

The Supervisor views are private and can only be seen with a login. A view may be created that shows specific Hunt Group and Agent statistics as well as Alarms and Warnings. Each of the three views are summarized and made available to any Agents when they login and select their corresponding Supervisor. An example of the Supervisor real-time view is shown below:

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Alarms

The Customer Call Reporter provides different levels of alarms for the supervisor and agent to properly manage their call center activity. As parameters move from a normal to alarm state, the color of the field within the realtime view will change depending upon the level of alarm; white for normal, yellow for caution, red for alarm, and blue for alarm acknowledged. The following statistics can have alarms set against them within the IP Office Customer Call Reporter:

Statistic Full Name	Available for		Warning/Alarm Type
Statistic Full Name	Queue	Agent	Warning/Alarm Type
Agent State (Queue) Time			>1-999
Agents ACW			>1-150
Agents Available			<1-150
Agents Logged On			<1-150
Answered Calls			>1-999
Answered External (Non-Queue)			>1-999
Answered Internal (Non-Queue)			>1-999
Answered Internal (Queue)			>1-999
Average Answer %			<1-100%
Average Answer Time			>1-600
Average Wait Time			>1-600
Busy Not Available			>1-150
Calls Waiting			>1-999
Current Wait Time			>1-600
Grade of Service			<1-100%
Internal Made			>1-999
Longest Wait Time			>1-600
Lost Calls			>1-999
New Messages			>1-999
No Answer			>1-999
Outbound Calls (External)			>1-999
Overflowed Answered			>1- 999
Overflowed Calls			>1-999
Overflowed Calls Waiting			>1-999
Overflowed Lost			>1-999
Queue State Time			>1-600
Routed to Other			>1-999
Routed to Voicemail			>1-999
Transferred			>1-999

Agent View

In Customer Call Reporter, the Agent view is part of the agent reporting license, every licensed agent will be able to run their own view. An Agent is able to login via a thin client web browser session and associate with a Supervisor. The Agent view also displays any alarms that have been set by the Supervisor.

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© 2010 AVAYA
15-601041 Issue 20.f.-
18:15, 25 February 2010
(sbcc_real_time_reporting.htm)

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Last Modified: 11/01/2010