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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

Queue

Agent

Agent State (Queue) Time

dash

tick

>1-999

Agents ACW

tick

dash

>1-150

Agents Available

tick

dash

<1-150

Agents Logged On

tick

dash

<1-150

Answered Calls

tick

tick

>1-999

Answered External (Non-Queue)

dash

tick

>1-999

Answered Internal (Non-Queue)

dash

tick

>1-999

Answered Internal (Queue)

tick

tick

>1-999

Average Answer %

tick

tick

<1-100%

Average Answer Time

tick

tick

>1-600

Average Wait Time

tick

dash

>1-600

Busy Not Available

tick

dash

>1-150

Calls Waiting

tick

dash

>1-999

Current Wait Time

tick

dash

>1-600

Grade of Service

tick

dash

<1-100%

Internal Made

dash

tick

>1-999

Longest Wait Time

tick

dash

>1-600

Lost Calls

tick

tick

>1-999

New Messages

tick

dash

>1-999

No Answer

tick

tick

>1-999

Outbound Calls (External)

dash

tick

>1-999

Overflowed Answered

tick

dash

>1- 999

Overflowed Calls

tick

dash

>1-999

Overflowed Calls Waiting

tick

dash

>1-999

Overflowed Lost

tick

dash

>1-999

Queue State Time

tick

dash

>1-600

Routed to Other

tick

tick

>1-999

Routed to Voicemail

tick

tick

>1-999

Transferred

tick

tick

>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)

Performance figures, data and operation quoted in this document are typical and must be specifically confirmed in writing by Avaya before they become applicable to any particular order or contract. The company reserves the right to make alterations or amendments at its own discretion. The publication of information in this document does not imply freedom from patent or any other protective rights of Avaya or others.

All trademarks identified by (R) or TM are registered trademarks or trademarks respectively of Avaya Inc. All other trademarks are the property of their respective owners.

Last Modified: 11/01/2010