AVAYA CALL CENTER REPORTING

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Information about AVAYA CALL CENTER REPORTING
Product-Training-Manuals

Published on July 13, 2009

Author: aSGuest22070

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Customer Interaction Express : Customer Interaction Express Standard Reports Standard Reports Overview : Standard Reports Overview Agent Reports Agent Pause Code Agent presence Agent Events Report Agent Summary Agent In/Out Report Agent AG Report Agent Group Reports Agent Group Call Profil Agentgroup Average Acceptance Time Agentgroup Average Presence Time Agent Group Call / Mail Service Factor Agent Group Summary System Reports Maximum Waiting Time Topic Info Report Trunk Reports (I55 only) Trunk Report Topic Reports Topic Load Report Topic Report Topic Call Profil Report Topic Call Abandoned Topic Service Level Report Topic Tasks Report Topic Summary Report General Information : General Information Two type of reports exists Table reports Graphical reports Report definition consists of counter Agents, Agentgroups, topics need to be selected Date and time need to be selected Time resoluton need to be selected (hourly, dayly, weekly, monthly) Each table has a sub sum and total sum Some reports consit of two or more tables Each report can also be exported to Excel, CSV, PDF and RTF First columns consist of name (agents, topics and agentgroups), dates and time Table Reports : Table Reports On export, to PDF or RTF, one table is often splitted to several tables, because of length Counters are used in abbreviation Release 2.0 free counter names can be added. Graphical Report : Graphical Report Steps to get Reports : Steps to get Reports Dublicate or copy predefined report Change to edit mode of copied file Configure in basic data Time period Automatic schedules Time resolution Export file Configure in properties of tables agents/agent groups/topics Agent Reports : Agent Reports Agent Reports : Agent Reports The Agent reports give an insight how agents are working. This includes How long an agent was signed on and worked for the contact center How long the agents spent in the different states (presence report) Which job code has the agent entered (event report) A detailed view of incoming and outgoing contacts (in/out report) A breakdown view of the work for the different topics (topic report) Agent ReportAgent Pause Code : Agent ReportAgent Pause Code The Agent pause report shows the total staffed time, total pause time and pause time for each reason code for an agent. Counters are: totTLogin Total time of presence totTPause Total pause time totTPause per code Total pause time per code of reason of reason Agent ReportAgent presence : Agent ReportAgent presence The Agent presence report gives the total staffed time, ACD time, ACW time, pause time, time in the ringing state, extension time, available time, and the number of calls handled by an agent for the specified time period for all agent groups the agent was logged into.: The counters are: totTLogin Total time of presencetot TSignon Total time signed on for telephony or e-mail totTConv<-RC Total of incoming conversation times via call distribution totTConv->RC Total of outgoing conversation times via call distribution totTConv<-OD Total of incoming conversation times via Dialer totTWork Total e-mail processing time totTACW Total of ACW times totTACW NoCallTotal of ACWs initiated without a call totTRing<- Total ringing time of incoming calls totTAvail Total time of availability for call distribution totTPause Total pause time Agent Report Agent presence II : Agent Report Agent presence II totTConv<- DCInt Total of internal incoming conversation times to agent or call number totTConv<- DCExt Total of external incoming conversation times to agent or call number totTConv-> DCInt Total of internal outgoing conversation times to agent or call number totTConv-> DCExt Total of outgoing conversation times to external numbers totNConv<- RC Total number of incoming established calls via call distribution totNConv-> RC Total of outgoing established calls via CD totNConv<- OD Total of established Dialer calls totNWork Number of processed e-mails totNConv<- DCInt Total number of internal incoming established calls to agent or call number totNConv<- DCExt Total number of external incoming established calls to agent or call number totNConv-> DCInt Total number of internal outgoing established calls to agent or call number totNConv-> DCExt Total number of external outgoing established calls to agent or call number Agent ReportAgent Event Report : Agent ReportAgent Event Report The Agent Event report shows the total number of times that an individual agent used an order code for all Agent Groups. An order code can represent any call/e-mail event, including a successful sale, a call from a demographic category, or a response to a promotion. CIE records an event occurrence each time that an agent enter a job code while the agent is on an ACD call or in call-related ACW. Counters are: (Each counter requires its own table) Jobcode Name or number of job code totNConv<-RC per Topic #Total number of incoming established calls via call distribution per topic totNCWC per CWC per topic #Total of calls per job code per topic totNDone per Topic #Number of e-mails completed by agents per topic totN per JCode per topic #Number of e-mails per job code per topic Agent ReportAgent Summary : Agent ReportAgent Summary The Agent Summary report shows the activities and performance of an individual agent for all agent groups of which the agent is a member. It represents the totals over the specified time period for all agent groups the agent was logged into. This report also includes information on agent occupancy Counters are: totTSignon Total time signed on for telephony or e-mail totNDone<-RC Number of inbound ACD calls completed by agent. øTConv<-RC Average of all incoming conversation times via call distribution totNDone->RC Number of outbound ACD calls completed by agent. øTConv->RC Average of all outgoing conversation times via call distribution totNConv<-DCInt Total number of internal incoming established calls to agent or call number øTConv<-DCInt Average of all internal incoming conversation times to agent or call number totNConv<-DCExt Total number of external incoming established calls to agent or call number øTConv<-DCExt Average of all external incoming conversation times to agent or call number totNConv->DCInt Total number of internal outgoing established calls to agent or call number øTConv->DCInt Average of all internal outgoing conversation times to agent or call number totNConv->DCExt Total number of external outgoing established calls to agent or call number øTConv->DCExt Average of all outgoing conversation times to external numbers Agent ReportAgent Summary II : Agent ReportAgent Summary II totTACW Total of ACW times øTACW Average ACW time totTACWNoCall Total of ACW times initiated without a call øTACWNoCall Average ACW time initiated without a call totTConv->RC Total of outgoing conversation times via call distribution totTConv<-RC Total of incoming conversation times via call distribution totTRing<- Total ringing time of incoming calls totTPause Total pause time totTAvail Total time of availability for call distribution totNWork Number of processed e-mails øTWork Average processing time totTWork Total e-mail processing time Agent ReportAgent in/out Report : Agent ReportAgent in/out Report The Agent Inbound/Outbound report is a detailed breakdown of the inbound and outbound calls/e-mails handled by an agent. The report sums the total over all the agent groups the agent was logged into for the specific period covered. Counters are: totNDone<-RC Number of inbound ACD calls completed by agent. øTConv<-RC Average of all incoming conversation times via call distribution totNDone->RC Number of outbound ACD calls completed by agent. øTConv->RC Average of all outgoing conversation times via call distribution øTACW Average ACW time totNConv<-DCInt Total number of internal incoming established calls to agent or call number totNConv<-DCExt Total number of external incoming established calls to agent or call number totNConv->DCInt Total of outgoing internal established calls totNConv->DCExt Total of outgoing external established calls øTConv<-DCInt Average of all internal incoming conversation times to agent or call number øTConv<-DCExt Average of all external incoming conversation times to agent or call number øTConv->DCInt Average of all internal outgoing conversation times to agent or call number øTConv->DCExt Average of all outgoing conversation times to external numbers totNAssistsReq Number of requested supervisor supports totNTrans-> Total calls transferred by the agent totNDone *Number of e-mails completed by agents øTWork Average e-mail processing time Agent ReportAgent Topic Report : Agent ReportAgent Topic Report The Agent Topic report shows all calls with ACW for an agent, all number of conversations and time in conversations e-mailprocessing time broken down into topics. With this information you can determine on which topic the agent worked the most time. Counters are: totNACW per topic #Total of established calls with ACW time per topic totNConv<-RC per topic #Total number of incoming established calls via call distribution per topic totTConv<-RC per topic #Total of incoming conversation times via call distribution per topic totNWork per Topic #Number of processed e-mails per topic totTWork per Topic #Total processing time per topic Agent Group Reports : Agent Group Reports Agent Group Reports : Agent Group Reports The Agent Group reports give an insight into the work of agent groups How has been the service factor within the agentgropu What has been the average presence time for the agent group What has been the conversation time Agent Group ReportAgent Group Call Profil : Agent Group ReportAgent Group Call Profil The Agent Group Call Profile report shows the number of calls and e-mails answered and abandoned in time increments that you administer. This report also displays your acceptable service level. Since this report shows you how long it takes for calls and e-mails to be answered or abandoned, you can determine how long a caller is willing to wait for an agent before hanging up. With this information, you can determine the appropriate answering speed required to reduce abandoned calls. The thresholds N, M are configured per Agent Group within the agent group configuration Counters are: totNConvWait<=N Total of established calls with waiting time <= n seconds totNConvWait>N<=M Total of established calls with waiting time > n and <= m seconds totNConvWait>M Total of established calls with waiting time > m seconds totNAbanWait<=N Total of abandoned calls <= n seconds totNAbanWait>N<=M Total of abandoned calls > n and <= m seconds totNAbanWait>M Total of abandoned calls > m seconds totNConv Total of established calls øTConvWait Average waiting time of answered calls totNAban Total of abandoned calls øTAbanWait Average waiting time of abandoned calls totNDoneWait<=N Number of processed e-mails with waiting time = N seconds totNdoneWait>N<=M Number of processed e-mails with waiting time > N and = M seconds totNdoneWait>M Number of processed e-mails with waiting time > M seconds totNDone Number of processed e-mails øTWait Average waiting time until processing Agent ReportAgent Group Average Acceptance Time : Agent ReportAgent Group Average Acceptance Time Agent Group Graphical ASA (Average Speed of Answer) report shows the average speed of answer for ACD calls answered in each selected agent group for each selected interval The Counters are: (Each counter represent an own graphic) øTConvWait Average waiting time of answered calls øTAbanWait Average waiting time of abandoned calls øTWait Average waiting time until processing Agent ReportAgent Group Average Presence Time : Agent ReportAgent Group Average Presence Time This report shows, for specified Agent Groups the average positions staffed. This allows call center supervisors to see historically how many agents were counted on for an Agent Group comparison to how many agents were actually available on the Agent Group. The Counters are: (Each counter represent an own graphic) øNSignOn Average number of signed-on agents øNSignOn Average number of agents signed-on to e-mail Agent ReportAgent Group Call/Mail Service Factor : Agent ReportAgent Group Call/Mail Service Factor This report shows the percentage of ACD calls answered within the predefined acceptable service level and the percentage of ACD calls abandoned for the date and Agent Group you specify The Counters are: (Each counter represent an own graphic) TSF Telephony service factor in percent øTAban Wait Average waiting time of abandoned calls ASF Task Service Factor in percent Agent Group ReportAgent Group Summary : Agent Group ReportAgent Group Summary The Agent Group Call Profile report shows the number of calls and e-mails answered and abandoned in time increments that you administer. This report also displays your acceptable service level. Since this report shows you how long it takes for calls and e-mails to be answered or abandoned, you can determine how long a caller is willing to wait for an agent before hanging up. With this information, you can determine the appropriate answering speed required to reduce abandoned calls. The thresholds N, M are configured per Agent Group within the agent group configuration Counters are: øTConvWait Average waiting time of answered calls øTAbanWait Average waiting time of abandoned calls totNNew Total of calls øTConv Average conversation time totNConv Total of established calls totNAban Total of abandoned calls maxTConvWait Maximum waiting time of answered calls maxTAbanWait Maximum waiting time of abandoned calls, per topic øTWait Average waiting time until processing totN Number of e-mails øTDone Average processing time maxTWait Maximum waiting time until processing Sytem Reports : Sytem Reports System Reports : System Reports The system Reports givs an overview of some main parameter in the system like: Max Waittime Average conversation and ACW time Number of calls/e-mails Number of lost calls Number of transfered calls/e-mails etc. System ReportsMaximum Waiting Time : System ReportsMaximum Waiting Time The graphical System Wait time by topic report displays call-handling information on different Topics. You can compare similar topics and use the information to: Determine workload Evaluate call-handling performance Reassign agents Perform other ACD configuration alternatives for balancing workloads and/or reducing abandoned calls Counters are: maxTQueued Maximum waiting time in the queue maxTQueued Maximum time in the topic Mailbox System ReportsTopic Info Report : System ReportsTopic Info Report The System Topic Info report summarizes data over all topics in the ACD. This allows you to evaluate and compare different topic configurations to determine workload and call-handling performance. After reviewing this report, you could choose different topic configurations to balance workloads and/or reduce abandoned calls. Counters are øTConvWait Average waiting time until answering øTAbanWait Average waiting time of abandoned calls totNNew Total of calls to a topic totNConvAg Total of established calls to agents øTConvAg Average conversation time øTACW Average ACW time totNLost Total of lost calls to a topic maxTQueued Maximum waiting time in the queue totNRr Total of calls to a topic via call distribution totNTrans<- Total of calls transferred to the topic totNExp Total of calls exceeding a specified ringing timeout øTWait Average time until processing totNNew Number of new e-mails in the system øTWork Average e-mail processing time System ReportsTopic Info Report II : System ReportsTopic Info Report II maxTWait Maximum time until processing totNDelegate<- Number of e-mails transferred to the topic totNExp Number of e-mails exceeding the maximum time until opening totNDelegate-> Number of e-mails transferred to other topics Trunk Reports(I55 only) : Trunk Reports(I55 only) Trunk Reports : Trunk Reports The Trunk reports gives on I55 an overview, how the selected trunks are used. This includes: Max. and minmum number of used trunks How many trunks are used for call routing and how many without routing How many trunks are used for outbound Trunk Reports (I55 only)Trunk Report : Trunk Reports (I55 only)Trunk Report The Trunk Group Summary report shows the level of incoming and outgoing call traffic for an individual trunk group. You could use this report to verify that the number of trunks available to your splits is appropriate and to monitor the number of outgoing calls. Counters are: totNBusy<- Total of incoming trunk lines seized minNBusy<- Minimum number of incoming B channels seized simultaneously maxNBusy<- Maximum number of incoming B channels seized simultaneously totNBusy-> Total of outgoing trunk lines seized minNBusy-> Minimum number of outgoing B channels seized simultaneously maxNBusy-> Maximum number of outgoing B channels seized simultaneously totNBusy<-RC Total of incoming trunk lines seized (routed calls) minNBusy<-RC Minimum number of incoming B channels of the trunk line seized simultaneously (routed calls) maxNBusy<-RC Maximum number of incoming B channels of the trunk line seized simultaneously (routed calls) totNBusy->RC Total of outgoing trunk lines seized (routed calls) minNBusy->RC Minimum number of outgoing B channels of the trunk line seized simultaneously (routed calls) Trunk Reports (I55 only)Trunk Report II : Trunk Reports (I55 only)Trunk Report II maxTBusy-> Total time the maximum number of outgoing B channels of the trunk line seized maxTBusy->RC Total time the maximum number of outgoing B channels of the trunk line seized (routed calls) maxTBusy<- Total time the maximum number of incoming B channels of the trunk line seized maxTBusy<-RC Total time the maximum number of incoming B channels of the trunk line seized (routed calls) Topic Reports : Topic Reports Topic Reports : Topic Reports The topic reports shows information for the topic where all contacts are queued. With these reports it is possible to see exact how much work the different topics require. Information on the topic reports are e.g.: What is the load on topics How many calls have been handeled What is the average and max. converstation time How does the transfer rate looks like for the topics What is the call profile for the topic What is the service level of the topic Topic Reports Topic Load Report : Topic Reports Topic Load Report The topic load report shows call/mail handling data during the selected period for each selected topic. By this report you can find the the busiest hour in the set of contiguous intervals, totaling an hour, that had the highest number of incoming calls/mails for the topic. For example, if your system stores data in 15-minute intervals, the busiest hour might be the four intervals from 10:15 a.m. to 11:15 a.m. or the four intervals from 4:30 p.m. to 5:30 p.m Counters are: totNIncome Total of incoming calls to topic totNNew Total of calls to a topic øTConvAg Average conversation time totNLost Total of lost calls to a topic totNOverl Total of calls during overload totNNew Number of new e-mails in the system øTDone Average processing time of completed e-mails totNLost Number of irrevocably unprocessed e-mails Topic Reports Topic Report : Topic Reports Topic Report The topic repors gives a detailed view of the calls and Mails within a topic. This includes the number of incoming contacts, average conversation time for contacts on this topic as well as transfer to and from this topic. totNNew Total of calls to a topic totNAg Total of calls totNConvAg Total of established calls to agents øTConvAg Average conversation time totNTrans-> Total of calls transferred from the topic to other topics totNTrans<- Total of calls transferred to the topic totNOverl Total of calls during overload totNAban Total of abandoned calls totNRr Total of calls to a topic via call distribution   totNNew Number of new e-mails in the system totNAg Total of calls totNDoneAgent Number of e-mails completed by agents øTDone Average processing time of completed e-mails totNDelegate<- Number of e-mails transferred to the topic totNDelegate-> Number of e-mails transferred to other topics totNRouted-> Number of e-mails routed from the topic totNRouted<- Number of e-mails routed to the topic Topic Reports Topic Call Profile Report : Topic Reports Topic Call Profile Report The Topic Call Profile report displays the numbers of answered/connected and abandoned calls within each of the administered thresholds for the topic during the selected time period.. Because this report shows you how long it takes for calls to be answered or abandoned, you can determine how long callers are willing to wait for agents before hanging up. With this information, you can determine the answering speed required to reduce the number of abandoned calls. Counters are: totNConvWait<=N Total of established calls with waiting time <= n seconds totNConvWait>N<=M Total of established calls with waiting time > n and <= m seconds totNConvWait>M Total of established calls with waiting time > m seconds totNAbanWait<=N Total of established calls with waiting time <= n seconds totNAbanWait>N<=M Total of established calls with waiting time > n and <= m seconds totNAbanWait>M Total of established calls with waiting time > m seconds totNConvAg Total of established calls to agents øTConvWait Average waiting time until answering øTConvAg Average conversation time totNAban Total of abandoned calls øTAbanWait Average waiting time of abandoned calls Topic Reports Topic Call Abandoned : Topic Reports Topic Call Abandoned This report shows the percent of busy, abandon, and disconnect for summarized topics for the date you specify. totNAban Total of abandoned calls totNOverl Total of calls during overload totNLost Total of lost calls to a topic Topic Reports Topic Service Level Report : Topic Reports Topic Service Level Report This report shows the percentage of ACD calls/mails answered within the predefined Acceptable Service Level and the percentage of ACD calls abandoned for the date and topic that you specify. TSF Telephony service factor in percent ESF E-mail Service Factor in percent Topic Reports Topic Task Report : Topic Reports Topic Task Report The topic tasks report shows task-handling data for the topic you select. The topic tasks report item includes calls and mails that route to another topic and route to an external (off-site) destination. Counters are: totNNew Total of calls to a topic totNSucc Total of successful calls to topic totNConvAg Total of established calls to agents totNLost Total of lost calls to a topic totNOverl Total of calls during overload totNTrans<- Total calls transferred to the agent totNTrans-> Total calls transferred by the agent totNExtDest Total of calls to external destinations totNConvExtDest Total of established calls for external destinations totNAbanExtDest Total of calls not answered by external destinations Topic Reports Topic Task Report II : Topic Reports Topic Task Report II totNNew Number of new e-mails in the system totNDoneAgent Number of e-mails completed by agents totNLost Number of irrevocably unprocessed e-mails totNDelegate<- Number of e-mails transferred to the topic totNDelegate-> Number of e-mails transferred to other topics totNRouted-> Number of e-mails routed from the topic totNRouted<- Number of e-mails routed to the topic totNDoneExt Number of e-mails completed by external destinations Topic Reports Topic Summary Report : Topic Reports Topic Summary Report The topic summary report gives you historical information for the topic and period of time you selected. The interval, daily, weekly, and monthly topic reports display, for the selected topics, various types of data that show how well calls and mails to that topic were handled. Counters are: totNIncome Total of incoming calls to topic totNTrans<- Total of calls transferred to the topic totNNew Total of calls to a topic øTConvWait Average waiting time until answering øTConvAg Average conversation time øTACW Average ACW time totNConvAg Total of established calls to agents totNAban Total of abandoned calls øTAbanWait Average waiting time of abandoned calls totTHold Total hold time øTHold Average hold time totNTrans-> Total of calls transferred from the topic to other topics totNExtDest Total of calls to external destinations Topic Reports Topic Summary Report II : Topic Reports Topic Summary Report II totNNew Number of new e-mails in the system totNDelegate<- Number of e-mails transferred to the topic totNRouted<- Number of e-mails routed to the topic øTWait Average time until processing øTWork Average processing time totNLost Number of irrevocably unprocessed e-mails

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