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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:
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 |
|
|
>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.
© 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 |