Avaya IP Office Customer Call Reporter

© 2011 Avaya Inc. All rights reserved. 22
Agenda
 Overview
 Requirements and Setup
 Dashboard
 Monitor
 Reports
 Custom Reports
 Wallboard

Overview

Routing calls to
appropriate
resource
IP Office – Call Centre Solutions
Preferred Edition
VMPRO
• Auto Attendant
• Campaign Manager
• Queue Management
AutomaticCallDistribution
(includedwithIPOffice)
Provide Agent
with information
Provide Caller
with information
and options
Monitor
&
Measure
Hardware
DisplayPhones/CTI
3rd Party Call
Management
Advanced Edition
Contact Store
Enhanced
Recording
WEB search Engine
Database IVR
Customer Call
Reporter (CCR)
Real-time view
Historical reports

Customer Call Reporter
Target Segment: Small Business
 Focus <30 agents
 Track & measure customer service and agent productivity
levels with real-time & historic reporting
 Can support up to 150 agents, 30 supervisors and one
administrator
 Browser based Wallboard
 Simple Custom Reporting using MS Report Builder
Improved
Customer Service
Browser/Thin Client Architecture
Single Server Consolidation
(with Preferred Edition/VM Pro)
Simple/Intuitive Reporting
5

Requirements and Setup

Customer Call Reporter
 Up to 150 agents / 30 Supervisors.
 Browser based, single Windows server required
 One-X Portal for Agent Gadget + Supervisor control of agent status

CCR Phone Support
 CCR Supports:
– Avaya telephones (except T3 series)
– DECT R4 phones
– Video Softphone
– Analog Telephones
 CCR does NOT support:
– Mobile Twinning
– Non- Avaya H323 or SIP phones

CCR Server Requirements
Hardware
– Processor: Intel Pentium D945 Dual Core or AMD Athlon 64 4000+.
– RAM: 2GB (4GB for optimum operation).
– Free Hard Disk Space: 30GB.
Windows Server
– Microsoft Windows Server 2003 SP2.
– Microsoft Windows Server 2003 R2.
– Microsoft Windows Small Business Server 2003 R2.
– Microsoft Windows Server 2008 SP2 (32-bit and 64-bit)
IIS

CCR Database Options

CCR Client Requirements

CCR Licensing
 Advanced Edition
– Required for CCR to work. Also provides 1 Supervisor
license
 Customer Service Supervisor
– Each license instance enables 1 supervisor account login
and also 1 wallboard account login
– Max 30 Supervisors
 Customer Service Agent
– One license instance is consumed for each IP Office
Customer Call Reporter agent currently logged in on the IP
Office system
– Max. 150 Agents

IP Office CCR settings
 Groups defined as CCR Agent Group
 Agents as CCR Agent, with Login Code and Force Login
13

CCR Reason Codes
 Defined in Manager / System Settings
 Agent selects code on the phone after using DND
 For reports based on the Agent Time Card report template, time
spent in Busy Not Available with reason code 1 is reported as
Lunch. Time spent in Busy Not Available for any other reason codes
is reported as Breaks.
14

CCR After Call Work
 Can be started manually or automatically
 ACW button can be programmed or Start ACW / Clear
ACW ShortCodes can be used to start or cancel ACW
 ACW timer defines how long agent can remain in ACW
before the systems cancel this automatically
 ACW timer of 0 will disable use of ACW
 CCR reports as „Busy ACW“

Agent Queue Controls
 Through the Menu Buttons of 14xx, 16xx, 94xx 95xx,
and 96xx sets agents can be allowed to change their
queue membership to enabled or disabled
 The Can Change Membership option also affects the
one-X Portal Agent Control Gadget

Agent Short Codes
 Extn Login: allows agents to login at an extension.
 Extn Logout: allows a logged in agent to log off from an extension.
 Start After Call Work: allows an agent to change their status to After Call
Work. The status will be automatically cancels after the agent's configured
After Call Work time expires.
 Clear After Call Work: allows an agent to end After Call Work status.
 Do Not Disturb On: allows an agent to change their status to Busy Not
Available. When that state is selected using this short code the Reason
Code is default to Busy Not Available.
 Do Not Disturb Off: allows an agent to end Busy Not Available status.
 Hunt Group Enable / Hunt Group Disable: Short codes using these
features can be used to enable/disable the agent's membership of particular
queues.
 Change Login Code: allows an agent to change their extension login code.

Agent Button Programming
 Login (Advanced -> Extension -> Extn Login): allows the agent to log out
from the extension they are currently using.
 ACW (Advanced -> Miscellaneous -> After Call Work): allows the user to
manually enter and exit the After Call Work state reported by CCR. The
button lamp or icon will indicate when the agent is in that state, including if
the state is automatically applied and ended by the IP Office system.
 DND On (Advanced -> Do Not Disturb -> Do Not Disturb On): this button
allows the user to enter and exit the Busy Not Available state reported by
CCR. The button lamp or icon will indicate when the agent is in that state.
– Agents using a button on the following telephones will be requested to
select a reason code if any have been set: 1400, 1600, 2400, 4600,
5400, 5600, 9400, 9500 and 9600 Series telephones with available
programmable buttons.
 HGEna (Advanced -> Hunt Group -> Hunt Group Enable): Hunt group
enable buttons can be used by agent to enable and disable their
membership of a group (queue) or their membership of all groups. For
specific groups the button is programmed with the group number or name.

CCR Installation
 Follow steps from installation manual:
– Check IP Office SSI Service User Account
– Check IIS settings
– Install Windows Software Updates (CCR Prerequisites)
– Install MS SQL
– Install CCR
– Create accounts (admin / supervisor /agent /wallboard)
19

Dashboard

Dashboard
 The Dashboard is the default Supervisor page after logging in. It has 3
configurable elements:
– Dashboard Goal
– Dashboard Warnings, Alarms and Information Ticker
– Dashboard Plot Panels

Dashboard Goal
 The Goal is based on:
– Selected Queue (CCR group or total SYSTEM)
– Statistic, chosen from:
– Average Speed of Answer
– Grade of Service (percentage of Answered calls vs. Presented calls)
– Agent Productivity (same as GOS, but with some additional conditions)
– NOTE:
– for all statistics, both internal and external calls are included
– the thresholds are taken from the first monitor view

Dashboard Warnings, Alarms and Information Ticker
 This is an all views alarms and warnings ticker. You can also
configure it to show statistics information for selected queues and
queue statistics. The option SYSTEM can be selected to show
values for the whole system.The alarms and warnings in the ticker
match those configured in your monitor views.

Dashboard Plot Panels (1)
Agent State Pie Chart
This is a 3D effect pie chart of the agent states for all
agents on the system. It can be set to show either the
current states or it can summarize the time in each state
for a selected historical time period.
Alarms Cube
This is a 3D cube that plots a selected statistic value for
the system queues on one wall, for the agents in those
queues on the other wall and for agent alarms and
warnings on the base.
Multi Plot Graph
This is a 3D plot of a queue statistic over time for multiple
selected queues.
Scatter Plot
This 2D graph plots two statistics for two queues over
a period of time. Points are plotted using one statistic
for the X axis value and the other statistic for the Y-
axis value.

Dashboard Plot Panels (2)
Single Pie
This pie chart shows each queue's share of the total
for a selected queue statistic.
Single Plot Graph
This is a 2D graph of a single queue statistic for a
selected queue over time.
Statistics Cube
This is a 3D plot of 3 statistics against each other. It can
plot either points representing combinations of the values
or a plane joining the value combinations.
Statistics Table
This is the queue statistics table repeating the queues
and queue statistics settings from one of the monitor
views. The table cannot be adjusted directly, that must
be done through the matching monitor view.

Monitor

Monitor
 The Monitor shows real-time statistics for queues and agents in those
queues. Each supervisor can have up to 3 views, each configured with a
different set of queues and statistics.
 Supervisors views and any changes to them are also shared by their
agents. The agent will only see queue statistics for queues to which they
belong and agent statistics for themselves.
 An Alarm Ticker / Alarm List can also be added above or below the statistics
information.

Monitor View Configuration
 Drag & Drop the required Queues to the right-hand area
 Drag & Drop the required Queue Statistics into this area
 Click on the queue name to display the Agent list
 Drag & Drop the required Agent Statistics into the area
 Drag & Drop Alarms into the area above or below the
statistics

Monitor Settings (1)
 For a definition of all available Statistics, you can
check the table in the CCR User Manual /
Statistics chapter. Leaving the mouse on the
statistic will also display a context menu with the
corresponding statistic definition.
 The icons are used to change from
Configuration Mode to View Mode.
 In View Mode, clicking on a Statistic will display
additional options. The Settings options allows to
select internal/external calls and define alarm
thresholds.

Monitor Settings (2)
 Statistics can include additional information indicated by
a red corner icon. Placing the cursor on the icon will
display this information
 To change the Queue or Statistics view order, select
and then drag & drop the item to the required position
from the corner.
 Colors for changed statistics can be shown if
„Higlighting Enabled“ is checked in the supervisors‘s
Account setting:
 The colors are overwritten with the following Alarm
colors in case alarms have been defined:

Controlling Agent Status
 If a One-X Portal server is available, and the supervisor has the
„Control Agent“ option enabled in the Account setting, clicking on the
Agent name in the Monitor view will display a menu where the
supervisor can change the agent status.

Resetting Statistics
 Supervisors with the „Reset Statistics“ option enabled on
the Account setting can reset the currently used statistics
on the Account page.
 This affects ALL supervisor / agent / wallboard statistics
 Historical Reports are not affected

Graph View
 Supervisors and agents can select to have a graph running showing
a selected statistic for a queue or agent.
 The graph is displayed in a new window or tab depending on the
browser being used. Agents are restricted to their own statistics or
queues to which they belong.

Reports

 Historical Reporting in CCR can be done through Standard
CCR Report Templates or through Custom Reports (described
in the next section)
 Reports can be run manually. They are then viewed in a
browser window, from where they can be printed or exported
(PDF, Word, Excel or Crystal)
 Reports can also be scheduled to run automatically and printed
or emailed as an attachment
 Using filter options, the output of the report can be customized
 The output (result) of a report can be grouped according to
report dependent criteria (e.g. time interval 15 min / 30 min /
hour / day / week)
Historical Reporting

 Agent Summary Report
 Agent Time Card Report
 Alarm Report
 Call Details Report
 Call Summary Report
 Trace Report
 Voicemail Report Reports
Standard Report Templates

 This report type details the call activity for agents in a
queue or for specific agents.
Agent Summary Report

 This report summarizes an agent's performance, including
time logged in, talk time, time in various states, calls made
and answered, and agent performance. It includes only
queue calls. However, it does not include internal calls.
Agent Time Card Report

 This report lists the warning and alarms that have
occurred.
Alarm Report

 This report details the individual calls for the selected
target or targets. For internal calls, the report only
reflects the call data for the receiving end, not for the
originator. External calls are accounted and shown for
the extension making the outbound call.
Call Details Report

 This report provides a summary for the selected target of
calls presented, answered, overflowed and lost. The
average answer percentage, average answer time, average
abandon time and grade of service are also listed.
Call Summary Report

 This report lists in chronological order all the events for the
selected target or targets within the selected period.
Trace Report

 based on the Voicemail Report template of IP Office
Customer Call Reporter can be used to track the usage of
customized call flows that have been added to Voicemail
Pro. The reporting is not automatic, only specific labels that
have been assigned to call flow actions are reported on.
Voicemail Report

 Go to „Reports“, select „Call Details“ and then click on the
„+“ sign in the lower left corner to create a new report
Example: Call Details Report (1)
Create new
report

 Select the start & end date for which the report should be run
 Select Target (Queue), Filters and Grouping as needed
 Select „Internal Calls“ to also report on these type of calls
Example: Call Details Report (2) start & end
date selection

 Click on „Generate Report“ and then on „OK“ to run the
report
Generate this
report
Run the
report

 The report opens in a browser window, and can be exported /
emailed in various formats (PDF, Word, Excel, Crystal Reports,XML)

 A report, with the chosen settings, can be saved as a Template by
specifying the name and clicking on „save“. The template can then
be used again later by dragging & dropping it from the „saved
report templates“ area to the right pane.
 Templates can be copied to other supervisors
Report Templates
save template
all saved
templates
template name
Copy template to
other supervisor

 Reports that have been run manually can be reviewed by clicking on
„Recent Reports“ and dragging & dropping the report to the right
pane.
 The duration for which reports are stored is defined when setting up
the supervisor account.
Viewing Recent Reports

 To schedule a report to run automatically, create a report template
with scheduling set to „Automatic“
 The „report content“ settings will determine the data range for the
report
 The format and destination can be defined. The destination can be a
printer or one or more email addresses
Scheduling Reports (1)
set scheduling
to „Automatic“
save the report

 Go to the „Scheduler“ tab to create the schedule. Reports that have
been defined to run automatically will appear here

 To schedule the report, click on the report name, and then select the
required scheduling options (daily / weekly / monthly / unscheduled)

Custom Reports

 Click on the link from CCR / Custom
 This will download Microsoft Report Builder to the
PC (Windows application)
Start Microsoft Report Builder (1)

 The CCR link uses “ClickOnce”, which is built-in in IE
but might require a plugin for other browsers
 This requires authentication, if PC and Server are on
different Domains this might fail with an error: “Cannot
retrieve application. Authentication error”.
– workaround:
go to your User Account in Control Panel
pick your Account
select Manage Network Passwords
add an entry
put in the name of the report server
put in the user and password you use to login
apply it
 Report Builder can also be installed & run from
Windows Programs
Start Microsoft Report Builder (2)

 Download the „Base & Sample Reports“ .zip file from
CCR, and extract the files
 From the Getting Started window, select Open and open
the CCR Base Report file
 If you ran Report Builder using the IP Office Customer
Call Reporter link, click the Disconnect link at the
bottom-left of the Report Builder window
Importing the Avaya CCR Base Report file

 The Base Report has a number of predefined fields. Fields with „@“
are variables that will be filled with actual data when run (Template
name, date & time, supervisor name etc.)
CCR Custom Base Report layout

 From Insert / Table Wizard, select the Calls Dataset
 From Fields, drag & drop the following parameters to the „Values“ box:
– Call_Date_Time
– Call_CLI-Number
– Call_Or_Overflow_Queue_Time
– Call_Or_Held_Duration
– Call_Status_Description
 Leave other selections as default, and finish the wizard
Creating a simple Call Data report (1)

 The final format will show. You can make changes to the layout, e.g.
move the table using
 Save the file using „Save As“

 Upload the file to CCR from the „Custom“ tab
– A report name has to be defined, and the report file selected

 Run the report in CCR

 From Report Builder, select „Insert“, „Chart“ and then
„Chart Wizard“
 Select the „Calls“ dataset and the „Pie“ chart
Creating a Chart report (1)

 We will create a PieChart showing the number of calls lost /
answered
 Select Call_Status_Description for the „Categories“ box. This will
define the label for each pie segment
 Select Call_Status_Description with „Count“ in the „Values“ box.
This will determine the relative size of the pie segment

 Change the layout as required – resize & position the
chart, and change the chart name

 Upload & run the report from CCR

Wallboard

 CCR provides a Web-based Wallboard, using Microsoft Silverlight
technology
 The Wallboard can be used to display queue statistics and
messages
 Up to 30 Wallboard Accounts can be created. The number is limited
by the number of available Supervisor licenses
Wallboard

Wallboard Elements and Controls

 Drag & drop the Queue to be monitored to the view area
 Drag & drop the required Statistics into the Queue window
 Items will automatically reposition and resize themselves
 Items can be moved by clicking on the title bar & dragging it to the
required position
 One item within a set can be maximized by clicking the up arrow
Wallboard Statistics Configuration (1)
maximize
button

 Left-clicking on the Wallboard element allows changing the Statistics
setting to e.g. also include internal calls and set alarms
 The „solid“ option will change the background to shaded or solid
 Statistics & Queue names can be changed by clicking on the text to
edit the name
Wallboard Statistics Configuration (2)
Statistic and queue names can be edited

 The Wallboard background image, fonts and colours can
be changed by left-clicking the View area and selecting
„settings“
Wallboard Background, Fonts & Colours

 To create a League Table, drag & drop the required
League Table Statistic to the Wallboard area, and then
drag & drop the required Queue into the League Table
area
 Left-click on the League Table to change the Settings
Wallboard League Table

 To create a graph, drag & drop the required Graph Type into the View
area. Then drag & drop the required Queue and Statistic into the graph
 Time frame and sample rate can be changed using Settings
Wallboard Graph

 Company Logo & Title Bar can be added by dragging &
dropping the items to the View area
 Logo & Title bar settings can be changed
Wallboard Company Logo and Title Bar

 A Message Bar can be added to the Wallboard
 Message are scheduled through the CCR Scheduler. Instant
Messages will be displayed for 5 minutes. Alternatively, daily / weekly
/ monthly scheduling is possible
Wallboard Message Bar
Text colour can
be changed

Avaya IP Office Customer Call Reporter

Avaya IP Office Customer Call Reporter

Recommandé

Recommandé

Contenu connexe

Tendances

Tendances (20)

En vedette

En vedette (9)

Similaire à Avaya IP Office Customer Call Reporter

Similaire à Avaya IP Office Customer Call Reporter (20)

Plus de Motty Ben Atia

Plus de Motty Ben Atia (20)

Dernier

Dernier (20)

Avaya IP Office Customer Call Reporter