© 2005 Avaya Inc. All rights reserved. Avaya BCMR Desktop Reporting Pedro A. Suarez Avaya Technology And Consulting

2 © 2005 Avaya Inc. All rights reserved. Agenda BCMR Desktop Deployment Architecture Real Time Graph Reports Real Time Pie Reports Real Time Textual Reports Time Trace Reports Wallboard Displays Historical Reports

3 © 2005 Avaya Inc. All rights reserved. BCMR Desktop Reporting Deployment Architecture Agents – Local or Remote IP IP LAN/WAN Firewall Security Avaya Communication Manager IP BCMR Desktop Client BCMR Desktop Server IP Windows 2000 or XP Server and Clients Supports up to 200 Agents 1, 5 or 10 Supervisors (requires proper hardware USB key according to the license purchased) Single ACD and Single Server Configuration 1 year Historical Information in Internal Database

4 © 2005 Avaya Inc. All rights reserved. BCMR-D Calculating Server Disk Space required For splits/skills, agents, VDNs and trunk groups measured by BCMS, the following formula is an approximate guide to the space required in megabytes for each day’s historical data when the interval measured is an hour **. # splits/skills + # agents + # trunk groups + #VDNs (370) * BCMS interval in hours Disk Space (Per Day) = (370) * 1 Disk Space (Per Day) = = MB or 176KB For example, a Call center with 5 Skills, 50 Agents, 5 Trunk Groups, 5 VDNs measuring at 1 hour Intervals … or 352 KB if it is measured at a Half Hour Interval **

5 © 2005 Avaya Inc. All rights reserved. What Can I Do Using BCMR Desktop Reporting Server? Connect to Avaya Communication Manager system Disconnect from Avaya Communication Manager system Download historical data from Avaya Communication Manager system Schedule historical data downloading on a regular basis Register wallboards Register Clients Manage historical data Perform maintenance on the database View the error log.

6 © 2005 Avaya Inc. All rights reserved. What Can I Do Using BCMR Desktop Reporting Client? Connect to a BCMR Desktop server Receive real-time data from the ACD system and display it in textual and graphical form on a PC monitor Print real-time textual reports Display real-time data –As Wallboard Displays on a monitor that mimic the display capabilities of external wallboards used in call centers –On several types of external wallboards Specify alerts on real-time data items to provide a visual or visual/audible indication that the item has exceeded or fallen below the threshold alert level Create and print Historical Reports from the downloaded historical data Schedule the printing of Historical Reports Save and reopen all types of reports View the error log Display stored historical data in a table format using Microsoft Access or Microsoft Excel*.

7 © 2005 Avaya Inc. All rights reserved. Real-Time Graph Reports Split/Skill Summary: Summary information about one or more splits/skills Split/Skill Details: Detailed information about one split/skill Agent Summary: Data items for all agents logged into a single split/skill. VDN Summary: Details relating to calls processed by VDNs

8 © 2005 Avaya Inc. All rights reserved. Real-Time Pie Chart Reports Agent Work States for Split/Skill — Shows a full domain of agent attributes for one split/skill Agent Call Summary — Shows a full domain of attributes for one agent’s work in one split/skill VDN Call Summary— Shows a full domain of attributes for one VDN.

9 © 2005 Avaya Inc. All rights reserved. Real-Time Text Reports System Summary Real-Time Text Report: Displays predetermined attributes of one or several splits/skills that you select. Split/Skill Summary Real-Time Text Report: Displays predetermined attributes of a single split/skill that you select. VDN Summary Real-Time Text Report: Displays predetermined attributes of one or more VDNs that you select.

10 © 2005 Avaya Inc. All rights reserved. Wallboard Displays Split/Skill Summary: Displays values of one or more data items over one or more splits/skills. Split/Skill Details: Displays values of one or more data items for one split/skill. Agent Summary: Displays values of one or more data items for one or more agents in one split/skill. VDN Summary: Displays values of one or more data items for several VDNs. Wallboard Display is a window on the PC screen that mimics the behavior of an external wallboard. When you create a display on your monitor, you can send it to be displayed on an external wallboard.

11 © 2005 Avaya Inc. All rights reserved. Time Trace Reports Split/Skill Summary Data Time Trace: Shows variations in the value of a single data item for a single split/skill over time. Split/Skill Details Time Trace: Also shows variations in the value of a single data item for a single split/skill over time. Agent Data Time Trace: Shows variations in the value of a single attribute for a single agent over time. VDN Data Time Trace: Shows variations in the value of a single attribute for a single VDN over time. Time Trace Reports show the value of a single attribute (i.e, Call Waiting, Average Speed of Answer) for a single measured entity (agent, split/skill, or VDN) over a period of time.

12 © 2005 Avaya Inc. All rights reserved. Historical Reports Agent: Displays data for one, several, or all agents. Agent activity data is for all splits/skills that each agent was logged into during the reporting interval. Agent Summary: Displays data for one, several, or all agents. Agent activity data is for all splits/skills that each agent was logged into during the reporting interval. Split/Skill: Displays data for one or more splits/skills during the reporting interval. Trunk: Displays data for one or more trunk groups on the Avaya Communication Manager system. VDN: Displays data for one or more VDNs measured by BCMS. Abandoned Calls Split/Skill: Displays a summary of abandoned calls by split/skill, during the reporting interval. Abandoned Calls VDN: Displays a summary of abandoned calls by VDN during the reporting interval. Overflowed Calls Split/Skill: Displays a summary of the overflowed calls, by split/skill, during the reporting interval. Overflowed Calls VDN: Displays a summary of the overflowed calls, by VDN, during the reporting interval.

13 © 2005 Avaya Inc. All rights reserved. Historical Report sample

© 2005 Avaya Inc. All rights reserved. Thanks ! Avaya BCMR Desktop Reporting

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