Group Reporting - Avaya Compact Contact Center Installation Manual

IP Office Requirements

Group Reporting

When configuring it is important to understand how calls are attributed to groups on the
Call Center View, Wallboards and Report Manager.
Note: When configuring IP Office for use within a Call Center, none of the groups
IP Office in the Contact Center Environment
Staff Management is a LOCAL issue hence all real time and historic analysis for teams
will require local CCC's.
Traffic Management is a GLOBAL issue. Therefore in an IP Office configuration calls
waiting across an entire network (queued) are displayed on all Call Center View
implementations across IP Office.
Call Center View and Wallboard Manager
The Call Center View and Wallboard Manager products report on groups directly
derived from the Database. Agents and Trunks may be reported on in as many groups
as they are members of within the database. It is important however to understand how
statistics for these groups are derived and it is important for the user of the system to
understand these reporting structures. These are defined below
Call Totals and average durations for Groups are calculated by totaling the statistics
for the members of group. Should an agent or group be a member of multiple groups,
their call totals will appear in multiple groups.
Lost Calls are only attributed to the initial target agent group i.e. Initial ring group. Lost
calls are also attributed to Trunk Lines, and Trunk Groups.
Agent Status Information for a group shows the number of agents or trunks within a
given group, which are in each state.
Agent Statistics for:
•
Trunk Statistics for:
•
Report Manager
The CCC has two concepts for historic reporting that cater for different views a
supervisor may require of their contact center. One type of report referred to as 'Target'
reports provides analysis based on where the call was presented and relates closely to
the manner in which the call routing has been configured. The second type of report,
referred to as 'collective' reports, is based on arbitrary sets of agents and need not
necessarily correspond to the manner in which switch call routing is programmed.
Compact Contact Center Installation Manual
40DHB0002USBG Issue 4a (05/29/2003)
used with CCC should have their ring mode set to Group. Collective Group
ringing is not a supported mode of operation as the call data collected will be
inaccurate.
Calls Waiting, PCA, GOS, Longest Wait, LWait (Ans), L Wait (Lost),
Overflowed to/From statistics are only incremented for calls which are directly
presented to that agent group. That is they only increment where the agent group
is used for Call routing purposes.
Calls waiting and Lost are calculated by totaling the statistics for the members of
the trunk group.
PCA and GOS are calculated for each trunk group after totaling answered calls
(plus lost for GOS) for the members of the trunk group.
LWait (Lost) and LWait (Ans) reflect the longest wait of all those logged against
any member of the trunk group.
CCC Licenses - Page 47
CCC Licenses - Page 47
IP Office Requirements