Transcript Traffic_Analyst_Cons..

Traffic Analyst Console
Visibility to Attendant Console Activity & Performance
Traffic Analyst
Managing voice communications to a high level is a
multi-faceted challenge…
High Performance
Companies
Require
 Maximizing the business value of dollars invested and spent on
network resources
 Maintaining superior service levels while controlling network
costs
High Performance
Voice
 Knowing where and how much network load is changing
Communications
 Being alert to improper, fraudulent or careless use of the
network
 Assuring a company operator is available when needed
 Being prepared for migration to next generation technologies
Slide 2
Traffic Analyst
Modules
Console
 Monitor workload and performance of console operators and
console operator groups
 Staff allocation
Flexibility
to Tailor
a Solution
Network
 Monitor workload and performance of trunks, trunk groups and IP
gateways
 TDM and VoIP modeling
Call Detail
 Network usage tracking and reporting
 Scalable and affordable
OnTraQ
 Track call center service levels, queues and agent activity
 Call center dashboard and customer-centric metrics
Slide 3
Traffic Analyst
Operator Console Challenges
Operator
Availability
Operator
Productivity
Personal
Call Abuse
Console
Requirements
Complaints from High Demand Callers
Tracking Queue Times and Occupancy
Visibility into Usage
Evaluating Staff Performance
Fraud and Abuse
Determining Hourly Staffing Levels
Optimizing Number of Consoles in Service
Site Expansion and Consolidation
Extensive Use of Operators
Slide 4
Traffic Analyst
Operator Console
Operator
Availability
Visibility into Service Levels
 Percent occupancy
 Blocked calls
Operator
Productivity
Personal
Call Abuse
• Abandoned calls
Reliability with All the Data, All the Time
 Usage profiles and trending by console and console group
 Identify fraudulent activity
 Track business and personal calls
Console
Requirements
What-If Modeling
 Adjust for growth in call volume and length
 User selectable engineering model
 Service level
Rich Inventory of Reports
Slide 5
Traffic Analyst
Operator Console
On-Demand Via
Web Browser
 On-demand via web browser
 Scheduled to:
Activity Summary
 Printer
 File
 E-Mail
Average Call Length Profile
Console Group 1
Activity
•
ACL Profile
•
Call Profile
•
Time Utilization
•
Usage
•
“What-If”
Console Group 1
 Hourly
 Daily
 Weekly
 Monthly
Call Profile
Time Utilization
124000
Console Group 1
124000
Console Group 1
Time Utilization & Service Levels
Usage Profile
124000
Capacity Required Profile
What-if Modeling
Operator
Consoles
•
Console Groups
Slide 6
Traffic Analyst
Environment
Siemens ROLM
Nortel
Traffic Analyst
Communicates
with One or
Many PBXs
HiPath
Mgr
OTM
RSM
5000
T/S
T/S
Serial Connection
Options
Direct
Dial Up
Terminal
Server
T/S
Most Users Will
Use a Web
Browser to
Access Traffic
Analyst
Traffic Analyst
Server/
Workstation
Traffic Analyst
Web Server
optional
Traffic Analyst
Administrator
Client
Workstation(s)
optional
Traffic Analyst
Web Browser
optional
Slide 7
Traffic Analyst
Why You Will Love It
Operator
Availability
Know service levels
Reduce complaints about operator availability
Operator
Productivity
Personal
Call Abuse
Manage operator productivity
Optimize investment in operator consoles
Single view across:
Console
Requirements
 Siemens platforms (AC-4, AC-WIN, Attendant Console)
 Multiple switch manufacturers (Siemens, Nortel)
Slide 8
Thank You!
Traffic Analyst
Reports: Activity Summary
Operator
Consoles
&
Console Groups
• Call Counts
• Call Lengths
• % Occupancy
• Blockage
<Back>
Slide 10
Traffic Analyst
Reports: Average Call Length Profile
Operator
Consoles
&
Console Groups
• Console Calls
• External
• Internal
• Recalls
• Redirects
• Personal Calls
<Back>
Slide 11
Traffic Analyst
Reports: Call Profile
Console Groups
• Console Calls
• External
• Internal
• Recalls
• Redirects
• Abandoned
• Personal Calls
<Back>
Slide 12
Traffic Analyst
Reports: Time Utilization
Operator
Consoles
&
Console Groups
• Time Allocation
• Console
• Personal
• Idle
• Percent of Total
<Back>
Slide 13
Traffic Analyst
Reports: Time Utilization & Service Levels
Console Groups
• Time Allocation
• Available
• By Call Type
• Night Key
• % Occupancy
• % Abandoned
<Back>
Slide 14
Traffic Analyst
Reports: Usage Profile
Console Groups
• Inbound
• Outbound
• Total
<Back>
Slide 15
Traffic Analyst
Reports: Capacity Profile
Console Groups
• Required
Consoles
• Current
Capacity
<Back>
Slide 16
Traffic Analyst
Reports: What-If Modeling
Console Groups
Erlang C
Erlang B
Extended Erlang B
Erlang Engset
Poisson
MMCK
• Dates
• Engineering
Model
• Service Level
• Call Volume
• Call Length
<Back>
Definitive, easy to understand service metric
Slide 17