Avaya IP Office Customer Call Reporter
Overview
Contact Centers are a requirement at nearly every level of business, from very small informal groups of 5 or 10 “customer service reps”, to large formal campaigns that can involve thousands of agents.
However, customers in the small business market are generally very nervous about making such a high profile investment in a “contact center solution.” They require a “business intelligence solution” that deploys easily, can be managed with very little training, and can provide statistics on each segment of the business. Small Businesses also do not have the resources for extra IT staff to administer databases, servers, etc, so they need a solution that can be easily understood by their own employees. It should operate as a service to each of the clients.
IP Office Customer Call Reporter Concept
IP Office Customer Call Reporter is Avaya’s new server based contact center product designed explicitly for small businesses. Drawing upon the latest web and design technologies the IP Office Customer Call Reporter introduces significant new capabilities to effectively and efficiently manage a multi-site call center environment. The product focus is on ease of use and deployment simplicity to ensure improved ongoing productivity and lower support costs.
In its native web server environment the IP Office Customer Call Reporter can be simply installed onto a single server without the need for any client software deployment. Administration and management of the call center is carried out via a thin client through a secure password protected web browser session.
IP Office Customer Call Reporter Key Features
- Real time Call Center activity monitor and historical reporting.
- Microsoft server based with thin client (web browser) client connections
- Simplified installation and maintenance.
- Supervisor Dashboard which consists of a goal, statistics information ticker and a set of graph display panels.
- Seven reporting templates provide drag and drop and user defined filter functionality.
- Three customizable Supervisor views and summarized Agent views.
- Report Scheduler.
- Custom Reports.
- Customer Map.
- Multi-lingual capable.
- Supports up to 30 Supervisors and 150 Agents.
Historical Reporting
The IP Office Customer Call Reporter reporting package has been simplified to enable the user to easily retrieve the reporting information they need from one of seven standard drag and drop report templates. The IP Office Customer Call Reporter offers “cradle to grave” reporting for businesses that want to track specifically how a call was routed through their business. The historical reporting is accessed via the Supervisor login and corresponding view as shown below.
IP Office Customer Call Reporter Report Templates
The following main report templates are available with IP Office Customer Call Reporter:
- Agent Summary Report
This report type details the call activity for agents in a queue or for specific agents. - Call Details Report
The Call Details Report contains details of the total number of calls, internal calls (optional), external outbound calls and the total number of external inbound calls. - Call Summary Report
The Call Summary Report contains details of the total calls presented and answered; the average speed to answer percentage and average speed to answer time, the number of calls overflowed and lost, the average abandon time as well as the grade of service. - Trace Reports
The Trace Report lists in chronological order all the events, date and time stamped that involved the subject selected. - Alarm Reports
Alarm reports can be created for the Supervisor Views. All the alarms for the selected subject are listed over a user specified time period. Totals are included that show the number of warning and critical alarms received for each unique alarm type included in the report. - Voicemail Reports
The report shows the following information; Total calls answered by the Auto-Attendant (VMPro), total calls abandoned (lost) in Auto-Attendant, and a table of unique call flow trigger names with a tally of the number of times the trigger has been received (e.g. who pressed 1 for sales in the Auto-Attendant). - Agent Time Card Report
This report summarizes agent performance including time logged in, talk time, time in various states, calls made and answered and agent performance. The report does not include internal calls.
Creating an IP Office Customer Call Reporter Report
From the seven basic report templates within IP Office Customer Call Reporter, a user can create over 100 different reports depending upon how they want to see the information that is most useful for their business. All standard report templates have common fields that can be completed to create a report. And when entering details in a field a wildcard ’*’ can be used to represent everything. The common fields are listed below:
- Report Name
The text entered is used as the main title of the report. If the report is saved this is the saved name of the report. - Subject
This is the main subject of the report. The drop down list offers a list of report subjects that are pertinent to the report i.e. Hunt Group, Agent, DDI etc. - Filter
The filter is used to refine the data and again offers filters that are pertinent to the report i.e. All, Answered, Lost, etc. - Exclude Internal
When selected, internal calls are excluded from the report. - Working Hours
The start and finish time of the working day can be specified using the spin controls. - Group Results by
The drop down list offers a list of display options. - Scheduled
By default this field is shown as ‘Manual’. If the option ‘Scheduled’ is selected then additional fields are available: - Report Format
The format that the report is to be produsced in can be selected from Adobe, Word, Excel, Rich Text or Crystal. - Email Address
An email address can be entered if the report is to be sent by email. - Printer
The printer path that the report should be sent to. - Report Period
Selection of days, weeks or months from a list box. The number of days or weeks is counted from the date that the report is first scheduled to be run. Months are from the last full months data i.e. if the report is scheduled in February then January will be the last month in the report. - Report Range
The start and end date for the report. - Language
If the default language is not required then another language can be selected that your system supports.
Filters can be used in the report to provide exactly the type of information the customer is looking for. The filter field is used to refine the data and offers the following options in a drop down list; All, Answered, Refused, Refused Overflowed, Overflowed All, Overflowed Off PBX, Overflowed on PBX, Transferred and Lost Calls. The default setting is all.
Reports can also be scheduled for future delivery to any network printer or email address in any of the supported formats.
IP Office Customer Call Reporter Report Examples
Call Details Report
Call Summary Report
Supervisor Wallboard
Customer Call Reporter provides a browser based wallboard that can be used in businesses who want to display key statistics in a group area, such as on an LCD television screen.
The wallboard has the ability to display all the statistics currently available within Customer Call Reporter, but can also provide two additional new features:
- A scrolling message board, for important messages during the course of the working day
- A standings or “leader” board, which displays the top agents for a particular activity during the day
In addition to this, the wallboard can also be customized with the company’s logo and colors. Also, there is no limit to the number of statistics that can be displayed (caution: adding too many statistics may cause the displayed statistics to be too small to be viewed reasonably).
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 and is featured to act as a PC Wallboard display.
Reporter Call Statistics
The Customer Call Reporter provides detailed statistics to help small businesses understand exactly where a call has been within the business. Statistics are measured against (also refer to the table below):
- Queues
Points in the call center where a queue forms such as hunt groups. - Agents
Individuals that are members of queue groups who answer the calls.
| Statistic Full Name |
Available for |
Call Type[1] |
Warning/Alarm Type |
Include Overflow |
Statistic Type |
|||
|---|---|---|---|---|---|---|---|---|
|
Queue |
Agent |
Ext |
Int |
From |
To |
|||
| Agent Productivity |
>1-99% |
Performance |
||||||
| Agent State (Queue) |
None |
State |
||||||
| Agent State (Queue) Time |
>1-999[2] |
State |
||||||
| Agent State (System) |
None |
State |
||||||
| Agent State (System) Time |
None |
State |
||||||
| Agents ACW |
>1-150 |
Current |
||||||
| Agents Available |
<1-150 |
Current |
||||||
| Agents Call Share |
None |
Performance |
||||||
| Agents Logged On |
<1-150 |
Current |
||||||
| Agents Present |
None |
Current |
||||||
| Agents Ringing |
None |
Current |
||||||
| Answered Calls |
>1-999 |
/[3] |
Call Count |
|||||
| Answered External (Non-Queue) |
>1-999 |
Call Count |
||||||
| Answered Internal (Non-Queue) |
>1-999 |
Call Count |
||||||
| Answered Internal (Queue) |
>1-999 |
Call Count |
||||||
| Average Answer % |
<1-100% |
Performance |
||||||
| Average Answer Time |
>1-600 |
Performance |
||||||
| Average Wait Time |
>1-600 |
Performance |
||||||
| Busy Not Available |
>1-150 |
Current |
||||||
| Calls Waiting |
>1-999 |
Current |
||||||
| Current Wait Time |
>1-600 |
Performance |
||||||
| Grade of Service |
<1-100% |
Performance |
||||||
| Internal Made |
>1-999 |
Call Count |
||||||
| Longest Wait Time |
>1-600 |
Performance |
||||||
| Lost Calls |
>1-999 |
/[3] |
Call Count |
|||||
| New Messages |
>1-999 |
Call Count |
||||||
| No Answer |
>1-999 |
/[3] |
Call Count |
|||||
| Outbound Calls (External) |
>1-999 |
Call Count |
||||||
| Overflowed Answered |
>1- 999 |
Call Count |
||||||
| Overflowed Calls |
>1-999 |
Call Count |
||||||
| Overflowed Calls Waiting |
>1-999 |
Call Count |
||||||
| Overflowed Lost |
>1-999 |
Call Count |
||||||
| Queue State |
None |
State |
||||||
| Queue State Time |
>1-600[2] |
State |
||||||
| Routed to Other |
>1-999 |
Call Count |
||||||
| Routed to Voicemail |
>1-999 |
Call Count |
||||||
| Talk Average |
>1-600 |
Performance |
||||||
| Talk Inbound |
Performance |
|||||||
| Talk Inbound Average |
Performance |
|||||||
| Talk Internal |
Performance |
|||||||
| Talk Outbound |
Performance |
|||||||
| Talk Outbound Average |
>1-600 |
Performance |
||||||
| Talk Total |
Performance |
|||||||
| Transferred |
>1-999 |
Call Count |
||||||