17. The Contact Center

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1 17. The Contact Center Avaya provides Customer Contact solutions that meet the needs of the small to mid-size business. From the smallest company that requires basic system performance reporting to the larger businesses that need advanced routing and multimedia integration with the Customer Contact Center. Avaya provides Customer Call Reporter as the perfect solution to meet the needs of small business customers. 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. Customer Call Reporter Concept Customer Call Reporter is a server based contact center product designed explicitly for small businesses. Drawing upon the latest web and design technologies, Customer Call Reporter introduces significant new capabilities to effectively and efficiently manage a single-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 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. Customer Call Reporter Key Features include: 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 Customer Call Reporter Business Benefits Lower TCO Customer Call Reporter provides small businesses with a web based contact center measurement tool, producing cradle to grave reporting in an easily understandable format with no client software to load. Standards Based Customer Call Reporter uses standards based applications, such as Microsoft SQL 2008 Express, and supports all major web browser software, to provide small business installers with greater flexibility in deployment. Ease of Use Customer Call Reporter s real-time charts can be customized by the user in the manner that suits their business best, with historical reporting templates that allow the business to filter on the type of date they want to see AVAYA All rights reserved. Page 380

2 Ordering Customer Call Reporter Customer Call Reported supports the following maximum configurations for : 150 Agents 30 Supervisors Activation of Customer Call Reporter is provided with the purchase of the Advanced Edition, the Advanced Edition is a specialized call center bundle which also enables the following: Contact Store for (CSIPO) Voic Pro database interaction (IVR) Voic Pro Visual Basic Scripting 1 Customer Call Center Supervisor Additional agents and supervisors can be purchased on top of the Advanced Edition. The has a setting in Manager for designating which hunt groups will be reported upon by IP Office Customer Call Reporter. Any hunt group that contains an agent who is not properly licensed will not be able to retrieve any reporting on that group (real-time or historical). Customer Call Reporter Server Operating System Requirements The Customer Call Reporter services are supported on the following operating systems (only 32-bit versions are supported unless stated otherwise): 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) Customer Call Reporter Server Hardware Requirements The minimum server specifications are as follows: Customer Call Reporter server Intel Pentium D 945 core/amd Athlon ; with 2GB RAM and 30 GB free hard disk space Note: The Customer Call Reporter server can co-reside with a Voic Pro of less than 17 ports. Customer Call Reporter Client Components The client application consists of a secure thin client web browser session to the Customer Call Reporter server that will provide the Supervisor or Agent with a complete view of the Call Center. The following web browsers will be supported: Microsoft Internet Explorer 8 and later Mozilla Firefox 3.0 and later Windows Safari 4.0 and later Google Chrome 10 and later Apple Safari 4.0 and later Customer Call Reporter Database The database has been designed to provide a simple table schema. The database is a Microsoft SQL Server 2008 instance and the Customer Call Reporter will be packaged with the Microsoft SQL Server 2008 Express edition. It is recommended that any call center that predicts high call usage should understand the imposed limitations of Microsoft SQL 2008 Express edition and should consider using the full version of Microsoft SQL Microsoft SQL 2000 and 2005 are not supported. The CCR Database is documented and open for third parties to create their own custom reports in Crystal Reports or any other SQL related application AVAYA All rights reserved. Page 381

3 Dashboard This is the default page shown when a supervisor logs in. It shows information graphs for selected queues, agents and statistics AVAYA All rights reserved. Page 382

4 Customer Call Reporter 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 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 ; 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 the system with all the agents, 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: 2012 AVAYA All rights reserved. Page 383

5 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 Customer Call Reporter: Statistic Full Name Available for... Warning/ Alarm Type System Queue Agent Total Agent Productivity >1-99% Agent State (Queue) Agent State (Queue) Time >1-999 Agent State (System) Agent State (System) Time Agents ACW >1-150 Agents Available <1-150 Agents Call Share Agents Logged On <1-150 Agents Present Agents Ringing 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 Presented Calls >1-999 Queue State Queue State Time >1-600 [2] Routed to Other >1-999 Routed to Voic >1-999 Talk Average >1-600 Talk Inbound Talk Inbound Average Talk Internal Talk Outbound Talk Outbound Average >1-600 Talk Total Transferred > AVAYA All rights reserved. Page 384

6 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 AVAYA All rights reserved. Page 385

7 Customer Call Reporter Historical Reporting The 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 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. Customer Call Reporter Report Templates The following main report templates are available with 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 in 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 user 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. Voic Reports The report shows the following information; Total calls answered by the Auto-Attendant (Voic Pro), 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 Customer Call Reporter Report From the seven basic report templates within 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 produced in can be selected from Adobe, Word, Excel, Rich Text or Crystal AVAYA All rights reserved. Page 386

8 Address An address can be entered if the report is to be sent by . 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 address in any of the supported formats. Customer Call Reporter Report Examples Call Details Report: 2012 AVAYA All rights reserved. Page 387

9 Call Summary Report: Agent Time Card Report: 2012 AVAYA All rights reserved. Page 388

10 Supervisor Wallboard For the release of R6, Customer Call Reporter now 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). Wallboard Requirements The wallboard can run on all the supported browsers for Customer Call Reporter. Microsoft Silverlight is a required plug in that can be downloaded before starting the wallboard. Wallboard Licensing The Customer Call Reporter wallboard is based upon the number of supervisors licensed within CCR, for each supervisor license purchased; there can be one instance of the wallboard. If five supervisor licenses are active on the system, then five instances of the wallboard can be used throughout the business. The wallboard logins do not have to be unique, for example, the system may have only one wallboard account set up within CCR, but that same account can be used for as many supervisor licenses that exist on the system AVAYA All rights reserved. Page 389

11 Customer Call 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 System Queue Agent Total Ext' Int' From To Agent Productivity >1-99% Agent State (Queue) Agent State (Queue) Time >1-999 [2] Agent State (System) Agent State (System) Time Agents ACW >1-150 Agents Available <1-150 Agents Call Share Agents Logged On <1-150 Agents Present Agents Ringing Answered Calls >1-999 / [3] Answered External (Non- >1-999 Queue) Answered Internal (Non- >1-999 Queue) Answered Internal >1-999 (Queue) 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 / [3] New Messages >1-999 No Answer >1-999 / [3] Outbound Calls (External) >1-999 Overflowed Answered >1-999 Overflowed Calls >1-999 Overflowed Calls Waiting >1-999 Overflowed Lost >1-999 Presented Calls >1-999 / [3] Queue State Queue State Time >1-600 [2] Routed to Other >1-999 Routed to Voic >1-999 Talk Average >1-600 Talk Inbound Talk Inbound Average Talk Internal Talk Outbound Talk Outbound Average >1-600 Talk Total Transferred > With statistics that support both internal and or external calls, the selection of which call types are reported is selectable through the statistic's settings. 2. For Agent State (Queue) Time and Queue State Time, separate time thresholds can be set for each state that has been selected to alarm. 3. / * For Answered Calls, Lost Calls, No Answer, Talk Inbound, Talk Inbound Average, Talk Total, Talk Average, and Presented Calls queue calls that overflowed to a queue are included in agent statistics 2012 AVAYA All rights reserved. Page 390

12 but not in queue statistics AVAYA All rights reserved. Page 391

13 Custom Reports Contact Center Reporting Custom Reports Release 8.0 introduces the ability to create custom reports using Microsoft Report Builder and then to upload the custom report file to Advanced Edition. The custom report capability in Release 8.0 is targeted at the technically savvy supervisor or a customer service organization that can create reports to meet a customer's requirement. Microsoft Report Builder & Custom Report files Release 8.0 supports Report Builder 2.0 or 3.0 from Microsoft. It can be installed from SQL 2008 Express with Advanced Services (part of the pre-requisite folder). It can also be installed manually. Report Builder can be launched from within Customer Call Reporter if installed with SQL 2008 Express with Advanced Services. Report Builder is used to create and test Custom Reports before they are uploaded into Customer Call Reporter. Report Builder can be launched from within Customer Call Reporter and it can be bookmarked. A base Custom Report file and a suite of sample Custom Report files can be downloaded from Advanced Edition to simplify the custom report file creation. Once a custom report file has been created, the file is uploaded into Customer Call Reporter. Once these files are in Customer Call Reporter, it can be used in the same way as the existing reports. Custom report files can be deleted or downloaded, used for Report generation and used to create report templates. Custom Report generation is integrated within Advanced Edition Historical Report management tools to allow Template copy, Recent Reports, Scheduled Report, , Print and Export (PDF, Word, Excel, and TIFF). Release 8.0 also delivers of many sample Custom Reports including some that are mimic the standard historical reports. These can be used as a convenient starting point if the custom report is similar to an existing report. The list of sample reports is being finalized at this point and will be added to a later version of this document AVAYA All rights reserved. Page 392

14 Sample Custom Report Capabilities The following is a system-level report with sample gauges and text box cells for statistics, call rate and parameters. The following is a chart-based report showing the 'Lost calls breakdown by Agent' pie chart and the 'Answered calls breakdown by Queue' bar chart AVAYA All rights reserved. Page 393

15 Customer Map The customer map shows the location of callers based on the caller's number. When a caller's location has been identified, a pin is placed on the map at that location. The color of the pin changes with the volume of calls that match that same location. When the caller cannot be resolved beyond just a country, a colored button is used instead of a pin. Hovering your cursor over a pin or button displays details of the location and the number of callers from that location. The customer map can use a number of different map backgrounds. These vary by map provider and map type AVAYA All rights reserved. Page 394

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