Transcript Avaya CRM Solutions - MDY Contact Center

Avaya Supervisior
Contact Center Reporting
Customized Thresholds for
PacBell Operations
Visual Vectors call flow design tool.
Access to all system databases and calculations
with ability to define custom formulas.
Drag and drop administration of single
or multiple agent skill assignments.
Drill down access to real-time and historical
agent report data from administration
screens
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VDN/Vectoring Architecture
CALL
ARRIVALS
APPLICATIONS/
CALL TYPES CALL FLOWS
AGENT
GROUPS
AGENTS
TRUNK GRP
VDN 1001
VECTOR
DNIS DIGITS
VDN 1002
INTERNAL
PROMPTS
HOST BASED
ROUTING
VDN 1003
VECTOR
VDN 1004
S
K
I
L
L
S
VDN 1005
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How CentreVu CMS Tracks Data
CALL
SEIZES
TRUNK
CALL
ENTERS
VDN
CALL
QUEUED
CALL
AGENT
RINGS ANSWERS
AGENT CALL
TRUNK
DROPS
CALL
WRAP-UP
TIME
Trunk Statistics (access)
Vector Statistics (call flow performance)
Vector Directory Number Statistics (applications)
Split / Skill Statistics (resources)
Agent Statistics (individuals)
Call Records
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Data Archiving
Historical Database
Intrahour Historical Data
Data
Agent
Definity ECS
Split
CentreVu CMS
Trunk Trunk
Group
Vector
VDN
Daily Historical Data
Real-Time Database
Agent
Split
Trunk Trunk
Group
Vector
VDN
Current Intrahour Interval Data
Weekly Historical Data
Agent
Split
Trunk Trunk
Group
Vector
VDN
Agent
Split
Trunk Trunk
Group
Vector
VDN
Previous Intrahour Interval Data
Monthly Historical Data
Agent
Split
Trunk Trunk
Group
Vector
VDN
Agent
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Split
Trunk Trunk
Group
Vector
VDN
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Avaya Supervisor
Industry’s Most Popular Reporting
Reports - Realtime and Historical
– 153 Total Reports
• 29 Realtime Reports
• 108 Historical Reports
• 4 Integrated Reports
• 12 Administration / Configuration
Reports
• Unlimited Custom Reports
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Avaya Supervisor
Real-Time Reporting
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Avaya Supervisor
Real-Time Reporting – Real Time Exception Notification
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Avaya Supervisor
Real-Time Reporting – Agent Drill Down
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Avaya Supervisor
Real-Time Reporting – View agents sorted by workmode
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Avaya Supervisor
Historical Reporting – Agent Detail of Login/Logout, Occupancy, Skills
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Avaya Supervisor
Historical Reporting – Agent Trace
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Avaya Supervisor
Administration – Report Generation
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Avaya Supervisor
Administration – Agent Administration
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Avaya Supervisor
Administration – Dictionary
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Avaya Supervisor
Administration – Custom Report Wizard
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Avaya Supervisor
Administration – ACD Administration for Call Vectoring
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Avaya Supervisor
Administration – Graphical Vector Design with Visual Vectors
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CMS ODBC Functionality
Open Database Connectivity (ODBC)
is an optional Avaya Call Management System
(CMS) feature that allows you to access data
in the Avaya CMS database for use in other
software applications such as spreadsheet
programs. With ODBC, you can access the
CMS data directly from your application,
without needing to understand database
connectivity or format.
This feature is especially useful for
call centers with multiple sites. ODBC allows
access to data at multiple sites for reports.
ODBC uses Structured Query Language (SQL)
to access data, eliminating the need to access
the database in the language in which it was
written.
The ODBC feature is a client/server
feature; that is, the clients must be attached
to a network that is fully functional to access
the server. The “clients” are the computers
that are accessing data through ODBC; the
“server” is the CMS machine where the CMS
database
is located.
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High Availability CMS Architecture
• The ability to provide a stable
application eliminating or
reducing data loss or system
outage due to a catastrophic
situation or system failure
Avaya CMS
Data
Management &
Summarization
CMS
Supervisor
Avaya HA CMS
Data
Management &
Summarization
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Avaya Network Reporting
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Avaya Network Reporting
Make informed decisions to improve contact center efficiency before
problems escalate to lost revenue.
•
A centralized reporting application designed to help improve
customer service by correcting problems immediately.
•
Track the efficiency of your contact centers and the
effectiveness of promotions, tailoring reports to match your
network’s business priorities.
•
Select up to 28 real time and historical
statistics based on your business objectives
that send alerts when acceptable
predetermined thresholds have been
exceeded.
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Avaya Network Reporting
Key Benefits:
• Focus on specific service goals and business objectives
• Track performance benchmarks for specific business functions
• Analyze incoming calls to compare the effectiveness of various
promotions
• Improve contact center efficiency across the network
• Gain a complete view across the network without special system
integration or additional server expenses
• Rapid deployment without incurring MIS support and maintenance
Key Features:
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•
•
•
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Automatic, visual, color-coded alerts on pre-determined statistics
Display options for real time data
Real Time and Historical reporting
Run co-resident with Avaya Supervisor on same PC
Compatible with other Avaya products
Supports up to 128 sites on DEFINITY network (up to 16 Call
Management Systems (CMS), with each suporting up to 8
Automatic Call Distributors (ACD))
• HTML and Web browser compatible
• Ready to install and run
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CMS and Explorer Relationship
Totals
Averages
The Story behind
Averages and Totals
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CMS and Explorer Relationship
Totals
Averages
The Story behind
Averages and Totals
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Explorer, Explorer II and Nice Analyzer
Cradle to Grave Reporting
Detailed queries about every facet of
every call - agent detail, transaction
detail.
Caller only waited in queue 3 seconds.
Call placed on hold by agent for over 5
minutes - caller abandoned from hold.
Caller placed on hold twice by agent.
Agent released from caller - did not wait
for caller to hang up.
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Start with a query . . . .
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We Deliver Unique Network Level Insights
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Nice Recording Interface via Icon
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