Avaya Contact Center Select Historical Reporting Managing Resources October 2014 *

Avaya Contact Center Select Historical Reporting Managing Resources October 2014
*

Introduction – Running ACCS Reports
Agenda Introduction – Running ACCS Reports

ACCS Historical Reporting Overview
Comphrensive Statistical Reporting Capability Provides Reporting Data on Contact Center Performance and Configuration Provides the ability for Contact Center Supervisors to measure and manage resources. Maximize customer satisfaction and agent performance Pre-Defined Reports “out of the box” The system provides 49 pre-defined report templates that are ready to run . No additional license costs !. Access Controlled Administrators can control the reports that are available to individual supervisors Administrators can also control that data that is visible to the supervisors (partitioning). Highly Customizable

ACCS Historical Report Template Groupings
Grouped for Easy of Identification Agent Performance (16) Performance of agents across skillset types and time intervals Multimedia Reports (6) Information on multimedia channels Outbound Reports (5) Information on outbound campaigns Contact Summary Reports (7) Detailed information across agents and skills Call-By-Call Reports (1) Extremely detailed historical report Configuration Reports (4) Configuration settings of ACCS Other Reports (10) Wide range of templates including abandon delay times, skillset timelines

How to Access Historical Reporting
Login to ACCS administration portal using IE Browser Log in to the management portal launchpad as administrator or reporting supervisor Select “Historical Reporting” start page displayed

Historical Reporting on Demand
Select any Category from Left Hand Side Tree Menu Run any report template on demand by clicking “Run Now” Default date range is report specific, the previous 15 minutes is the common default One of the many advantages of the historical reporting is that users can simply select any report and click the “run now” button – it’s that simple. This is referred to in the official customer documentation as “ad-hoc” or “on demand”.

Data Range Options Select one of 4 Intervals from Menu Specify either
(i) Interval every 15 minutes (ii) Daily (iii) Weekly or (iv) Monthly reporting periods.

Template Selection Options
Historical Report Template Customisations Allows users to limit the data that the report contains These fields vary per report as appropriate Allows report customisation

Historical Report Scheduling
Flexible dates and times Reports can be scheduled to run at the select time, day or “period of day” at regular intervals.

Three (3) Key Report Groupings
Grouping by Resource and Function Application reporting Reflects all contacts controlled by the primary routing application Reflects final contact status beyond Answered or Abandoned i.e. after call work . Skillset reporting Delivers statistics on contacts while queued to a skillset Provides a workgroup type view, not total workload Agent Reporting Statistics and reports on available agent data in the system Detailed analysis of agent activities and behaviour Highlights training requirements

Best AIR- Worked Historical Example
Agenda Best AIR- Worked Historical Example

The fictitious “Best AIR” sample data
The following slides contain screenshots of all reports within the ACCS solution. Although all due care was taken to ensure sample data is as accurate as possible it cannot be guaranteed as these reports are snippets of time and data to best highlight report features. Each slide comes with explanatory notes on what to observe in the report. This is not a real airline – All Names and Items are purely fictious

Managing your Agent Resources and Skillsets
Skillset Timeline Report - Daily Timeline chart shows performance trends Service level, Contacts and Average Agents Correlation between service level, resources and contact volumes How well are your agents and skillsets performing? The Skillset Timeline report shows a graphical representation of the service level, contact handling performance, and agent staffing information for skillsets defined on your system. The report also lists the active time, the staffed time, and the multiplicity staffed time within the reporting period. You can select any number of skillsets for the report. The vertical axis always starts at 0 and ends at the highest value required. The horizontal axis represents the timeline and shows the dates and times for the data range specified. A legend appears below each timeline graph to describe the colored lines in each portion of the graphical report. Sample Data This report looks at 5 days of the skillset timeline. Notice the first day shows lower than expected service level. On the middle graph we see a higher volume of contacts and some abandoned. Let us proceed to look closer at this day in the following slides….

Managing your Agent Resources & Skills
Skillset Timeline Report- Interval Drill down into Service level over one day Service level shows how efficiently contacts are managed Report identifies when service level falls below targets How well are agents and skillset configuration performing? If the service level is acceptable, you might not need to review the other timeline charts for the skillset. However in our sample data we notice a dip in service on the first day of the 7 day interval. This chart shows the skillset timeline ran for the business day with the lower service level. When the Data range is interval, the timeline scale shows every other interval; however, the points on the graph appear for all 15-minute intervals in the selected range. All other data ranges appear in the timeline scale. The chart shows dips in service level throughout the day. This is normal if you consider that contacts may arrive around the same time, so the number of available agents does not always match the number of contacts. We will look closer at the time between 4pm and 5 pm. The dip in service level happens for the 4:30pm and 4:45pm intervals where callers were abandoning and being answered after threshold. Including the 2 intervals before gives an indication of the values leading up to these intervals.

Skillset Timeline Report- Interval Viewing contact volume over the same daily period Service level decreases when contacts are accepted or abandoned after the service level threshold Report identifies contact volume spikes The Contacts timeline chart indicates the number of contacts offered, accepted, abandoned, accepted after threshold, and abandoned after threshold. Use the Contacts timeline chart when the service level is below target to determine if there are an unusual number of contacts accepted or abandoned. The service level increases when contacts are accepted or abandoned before the service level threshold. The service level decreases when contacts are accepted or abandoned after the service level threshold. If the number of contacts offered is 0, the service level is 0. Looking at the contacts graph in the sample data for the time between 4 and 5pm we can see spikes in the number of contacts offered, answered but also abandoned and answered after the threshold. Although this is not the only time in the day where we have spikes, we want to choose one time period, and this one has a higher number of abandoned calls and is not around the Lunch time break period.

Skillset Timeline Report- Interval Viewing number of agents staffing the skill on a particular day. Agent staffing level a direct contributor to service level. Report identifies agents working and wisting on skillset contacts The Average Agents timeline chart indicates the number of agents staffing a skillset and how these agents are contributing to the service level. Use the average agents timeline chart when the service level is below target to determine if there are enough agents staffing the skillset or if the agents are unavailable to answer contacts from this skillset. This is visual the difference between the Staffing and Available agents timelines on the chart. An agent is considered available if the agent is handling a contact from the skillset or idle waiting on a contact. The number of idle agents appears on the timeline chart to help determine how many agents are waiting to handle a contact. In the sample data shown in this report the skillset averages just over 5 available agents, so if a higher number of contacts arrive one has to wait in queue. Having a number of idle agents during these times is also normal because once the queue is emptied, if no new contacts arrive within the 15 minutes, agent’s are not required to handle contacts. Generally there would be an expectation that idle time would dip in line with increases in calls and calls answered after threshold, we are seeing this. However why are there more agents staffing than available? Agents can staff multiple skillsets, while answering contacts in another skill they are not available to this skillset or agents can be in a not ready state doing after call work or no work (on a break). Let us continue in the following slides to investigate the time period between 4 and 5pm to see why there was this drop in service level between 4:30 and 4:45pm. We will include the 2 previous intervals to give an indication of the values leading up to these intervals. Conclusion! Drop in service level caused by contact volume spike. Can we learn more?

Managing Skill or Queues
Contacts offered, answered and abandoned across multiple days Detailed contact volume comparison across multiple periods Identify pattern in contact volumes Identify increased contact volume and abandons The crosstab skillset performance report identifies contacts offered, answered and abandoned across multiple days for each interval. It provides a look at the contacts offered, answered and abandoned for each day of the week within each 15 minute interval. - Use the option "Only include intervals between x and y for each day" to see a limited number of intervals Sample Data For the sample report, filter the intervals to 4:00 PM and 5:00PM for a single week by checking the box beside "Only include intervals between 4:00 pm and 5:00 pm for each day" The sample report shows this is the only day with abandoned contacts, 5 on this page of the report plus 2 on the next (not shown here). The volume of contacts are 3 to 4 times greater than other days, 41 during the 4:30pm interval. Unusual level of abandon calls on Monday at 4.30pm only.

Application reporting
Gauge delay tolerance before customers disconnect Profile of contact abandon delay Abandon before or after service level threshold Make changes to improve abandon statistics The Application Delay Before Abandon report gauges service quality by indicating how many customers disconnect (abandon) before reaching an agent. The spectrum shows the length of time customers typically wait before abandoning the call, whether they abandoned the call before or after reaching the service level threshold for the application, and the percentage of contacts that are abandoned. With a greater awareness of customer tolerance levels, contact center managers can adjust scripts to provide quick service, frequently offer recorded announcements, offer customers the option to access an interactive voice recognition system, and add additional agents to increase service. Could changes to the timing of announcements or backup queuing reduce or delay abandon occurrence? In our sample data looking at the week and the specific day, generally they are the same. Most contacts abandoned within the first 20 seconds. This could mean that they were routed to the skillset incorrectly, the message they heard resulted in the contact abandoning.

Gauge delay experienced by customers answered Profile of contact answer delay Observe any delays beyond threshold level The Application Delay Before Answer report shows summarized performance information regarding call answer delays for an application. The report focuses on application performance from the customer’s point of view, indicating the length customers wait before connecting to an agent. The statistics include all Contact Center Manager contacts for this application. The report also indicates whether the delay occurred after the skillset received the contact. By keeping delays to a minimum, the contact center can provide optimal responses to customers. We are interested in seeing if there is a trend in the delay before answer When ran for the time range we are focusing on in our sample data the majority of calls were answered within 2 seconds However some caller had to wait for as long as 160seconds. Use to optimise customer experience

Customers answered experience and skillset staffing Detailed contact handling performance information for each skill Identify negative contributors to service level The skillset performance report shows the Performance and efficiency of all active skills in essence the Caller Experience. The report shows some of the details seen graphically on the Skillset Timeline report (i.e. Answered, Answered After Threshold and Avg. Agents), however it offers more detail. It is a summary of all contact handling performance for each skill. It includes total number of local contacts answered by agents per skill Thresholds, maximum delay, total time agents serving contacts by skill. We would like to know more about the performance of the skill and how this related to the contacts experience. In addition we have the following statistics to help understand the skillset performance: - All Agents Busy shows the amount of time that All Agents staffing a skillset are busy on contacts. This measure can confirm that agents were not available to accept new contacts - The Average Answer Delay and Maximum Answer Delay provides details about the contacts experience. We can see that on the day with a lower Service Level, Contacts experienced on average a longer delay. - We also see that the maximum delay for this day was 2 minutes and 30 seconds; however compared to other days this is not unusual. So how can we see more details about how long contacts waited before being answered or before abandoning? The Application Performance reports provide answered and abandoned details in groups. In our example, most contacts are routed to the skillset using a single application. Answer delay increases when all agents busy Conclusion: Skill under staffed for interval under review.

ACCS Agent Performance Historical Reporting
Agenda ACCS Agent Performance Historical Reporting

Agent Key Performance Indicators (KPI’s)
Managing Agent Resources Key Performance Indicators Contact Duration After Call Work Time (ACW) Hold Time Idle Time Schedule Adherence (Logged In Time for Agent Performance, Staffed Time for Skillsets) Number of Contact (Incoming and Outgoing) Total DN ( Non Skillset) Calls (In and Out) Total DN Calls Time (In and Out) Short Calls Transferred Calls

Managing your Agent Resources
How well are agents performing? Agent detailed performance statistics Compare agent performance, highlight training needs Are agents answering calls presented to them? The Agent Performance report shows summarized performance information for each agent. The report tracks the agent's call handling activities, drawing attention to activities to reward or weaknesses to address. How is our agent 2280 performing during the hour we are looking at in our sample data. They were logged on the whole time and talked on skillset calls for in excess of 51 minutes. Not ready for only 7 minutes 43 seconds and only idle for 20 seconds. This is a hard working agent!

Agent performance grouped by supervisor Agent detailed performance statistics by supervisor Compare how multiple supervisors agent’s are performing Identify performance gaps between groups of agents The Agent Performance by Supervisor report shows summarized agent performance information grouped by assigned supervisor. The report shows contact totals, the amount of time agents spent in various states, and time averages. The sample report on the slide shows the agent break down for supervisor They have agent 2280 reporting to them.

Non skillset Calls broken down per agent Analysis of non skillset calls per agent Inbound and outbound calls identified Determine if non skillset call time valid, see Contact Summary reporting Agent DN Performance The Agent DN Performance sample report shows the amount of time that agents spend on their personal or non skillset calls. The report records incoming and outgoing information, including the total number of non skillset calls and the average amount of time spent on Non skillset calls. While looking at all the Agents in the sample data we found a few making DN Calls during the targeted hour between 4 and 5pm. Looking at 2356 we see this agent often makes Internal DN calls!

High level Agent Contact Handling Performance Agent Performance within an application Includes data for all skills queued to from this application KPI’s: Avg Talk Time, After Call Work Time The Agent by Application Performance report shows summarized agent performance data for each application under review. The report details performance statistics such as the total number of contacts answered and the total and average time spent serving contact center customers. This report is an indicator of agent performance within an application. The report also contains a grand total for all selected agents. Continuing to investigate our sample data service level dip we notice that agents 2173 and 2280 have average Talk Times exceeding 5 minutes, this is high comparing to others. Are these agents answering calls for the Caribbean Travel skill?

How well are agents performing within skillsets? Agent Performance within a skill Compare how different agents perform within a skill KPI’s:Avg Talk Time, After Call Work, Short Calls The Agent by Skillset Performance report shows summarized agent performance data for each skillset under review. The report details performance statistics such as the total number of contacts answered and the total and average time spent serving contact center customers. This report is an indicator of agent contribution to a skillset. It helps managers identify agents who have difficulty with a specific skill. The report also highlights agents who need additional training or reassignment to a different skillset. In our sample data we know from the previous slide on the agent by application report that agent 2173 is answering calls but in the one hour period we are focusing on they only answered 2 in the Caribbean travel skill.

How are agents performing within a skill? Agent Performance across all assigned skills Compare how agent performs across multiple skills KPI’s:Answered and Talk Time The Agent by Skillset Performance report shows summarized agent performance data for each skillset under review. The report details performance statistics such as the total number of contacts answered and the total and average time spent serving contact center customers. This report is an indicator of agent contribution to a skillset. It helps managers identify agents who have difficulty with a specific skill. For each interval on this report, we can see the statistics for each skill assigned to agent At a glance, although assigned many skills, the agent answered call for only a few.

Shows status change with timestamp
Managing your Agent Resources Agent availability during an interval Staffing Adherance Shows status change with timestamp KPI’s: Logged in Time: The Agent Login Logout report details the status of an agent for a time interval or in the case of our sample the day. As the status changes it is recorded. Login duration included on the report. The duration of Login Time is recorded against the Logout event. The initial Login event time is shown for each agent even if that event is not included. This helps to understand if the data range needs to be expanded to see a previous Login event. In our example, this agent is Logging out frequently instead of going Not Ready with a reason code. If we want to track Non-work time against reason codes, this behaviour is not allowing for this. Is this Agent experiencing issues requiring frequent Logouts?

Agent times compared to contact center average Comparison of summarised agent performance per hour Hourly average Contacts accepted KPI’s: Avg Talk Time, Avg Ans per Hour The Agent Average Calls per Hour report shows summarized performance information about the contacts each agent answered for each hour logged on. The report provides three hourly averages for the time the agent is logged on: the average contacts answered, the average time spent with customers, and the average time spent in the Not Ready state. Contact center managers use this report to detect peculiarities in agent performance, such as an abnormal amount of not ready time on a specific day, and to investigate the cause. Our sample report has been ran to compare these averages for agents 2173 and On average, both agents are answering a similar number of contacts and spending the same time talking to contacts. The noticeable difference is Agent 2280 is spending longer in a Not Ready state.

Are there a large number of short calls? Short calls highlight workflow inefficienies and agent behaviours Short calls last less than a defined time value KPI’s: Short Calls answered, transferred, conferenced and returned to queue The Agent Short Calls report shows more than just short calls it also displays calls answered, conferences, transfers and calls returned to queue. It summarizes information about short call performance, grouping the data into supervisor and agent summaries. Workflow inefficiencies maybe where a lot of calls are being transferred out to another skill – they come into the wrong skill in the first place.. Agent behaviours could be where agents deliberately close out customer calls very quickly A short call is an incoming contact center call that lasts less than a predetermined amount of time, as defined for the threshold class to which the skillset belongs. Short calls can occur under the following conditions: • if a caller disconnects due to dialing the wrong number • if an agent inadvertently presses the wrong button on the phone A large number of short calls can suggest a need for further training. In our sample data supervisor 3004 has agent 2071 reporting to him/her and in this case this agent has no short calls..

How long is an agent spending on each activity? Categorization of contacts handled by Agent using codes Useful for renumeration, tracking, targets, classification Agent time broken down by activities With the Activity Code by Agent report you monitor each agent’s work and time distribution for contacts answered. While handling of contacts, agents can categorize the work associated with the contact by entering an activity (Line of Business) code. Activity codes are entered while a contact is active.

Is agent time on the same activity comparable? Compare Agent Work within Specified Activity Code Useful for renumeration, tracking, targets, classification Subtly different to the activity code by agent report, the Agent by Activity Code report shows the activity codes broken down by agent. It is used to monitor time spent on each activity while handling contacts. Are agents required a lot of time on a certain step of processing or on a certain type of contact identified by an activity code. if so, perhaps more training is required on does activities or on the use of activity codes. Activity Code usage broken down by Agent

Monitor levels of transferring and conferences Detailed breakdown of transfer and conference activity Voice and Web Communications High transfers or conferences may mean training required or mis- configuration The Agent Transferred/Conferenced Activity report displays detailed statistics about voice and Web communication contacts conferenced and transferred by agents. The report provides summarized totals for the time period under review. This report helps managers identify agents who have difficulty with a specific skill. The report also highlights agents who need additional training or reassignment to a different skillset. Agent 2071 within our sample data did not transfer or conference any calls.

Why and when Agents were not available Detailed breakdown of agents Not Ready Time Useful for monitoring agent adherance KPI’s: Agent Not Ready Time and Occurrances With the Not Ready Reason Codes by Agent report you monitor why agents went into Not Ready state. You can define Not Ready reason codes in Contact Center Manager Administration.

ACCS Agent Efficiency with Multiplicity
Agenda ACCS Agent Efficiency with Multiplicity

Agent Performance in a Multiplicity Enviornment Relative performance of multiplicity enabled agents A % value greater than 1 indicates multiplicity Compare overall productivity measured by time logged in The Agent Efficiency report shows summarized performance information for a specific agent. The Agent Efficiency reports add meaning to the Agent Performance report when using Multiplicity. These reports were added to help get Multiplicity specific details. They should work for non-Multiplicity Agent’s but the other Agent Performance reports are enough if Multiplicity is not used. The report tracks agents’ contact handling activities for incoming Contact Center calls drawing attention to activities to reward or weaknesses to address. You can use this report to compare overall productivity, measured by the time agents spend at their positions and how often they are busy during a shift. This report also shows the agent efficiency in terms of handling multiple simultaneous contacts. This may be difficult to see without zooming in on the picture but our agent 2173 in Best Air has an Average Max capacity of 1 so they did not manage more than one contacts at any time. Logged in during the hour for 41min 23 secs they were active on calls for 39 minutes 16 seconds.

Agent Performance in a Multiplicity Enviornment Total number of contacts accepted Total & Average time spent active on calls Indicator of agent contribution to a contact type The Agent Efficiency by Contact Type report shows summarized agent performance data for each contact type under review. The snippet of this report we show is for the voice contact type and the first agent is In the time period presented with 9 calls the agent averages could be compared with other agents in the contact center.

Agent Performance in a Multiplicity Enviornment Number of contacts accepted Total & Average time spent active on calls Agent contribution to a skill The Agent Efficiency by Skillset report shows summarized agent performance data for a specific skillset. This report is an indicator of agent contribution to a skillset. It helps managers identify agents who have difficulty with a specific skill. The report also highlights agents who need additional training or reassignment to a different skillset. This report can also be used to determine the agent efficiency in terms of handling multiple simultaneous contacts. The Average max capacity for agent 2173 in our sample data is 1 this tells us that this agent is not handling multiple contacts. The Idle time is low and the talk time is high for this agent.

ACCS Application /Scripts Historical Reporting
Agenda ACCS Application /Scripts Historical Reporting

Summarise application performance information Totals for each application, subtotals for report period Statistics further broken down by interval KPI’s: ServiceLevel, Abandoned, Average Ans Delay The Application Performance report provides summarized performance information about your Contact Center Manager applications. The report gives an overview of contacts answered, delayed, and abandoned, as well as the percentage of contacts that achieved a minimum service level. The report tracks contacts routed to the specified application (master or primary call workflow application). This report can be particularly useful to determine the efficiency of the service your center provides to specific contact types and customers. This report is another confirmation that contacts are waiting longer and that the Service Level is lower during some of the intervals between 4:00 PM and 5:00 PM

Summarise application performance information System Level Statistics for Contact Flows Highlight System Bottlenecks or comissioning mistakes KPI’s: Overflowed, Defaulted, Given Busy Application call treatment The Application Call Treatment report shows summary performance information about the handling of each contact associated with an application. Applications are responsible for getting the contact into the a Skillset queue and eventually to an agent. The statistics on the Application Call Treatment report help to show if contacts are getting to Skillsets and if they are not, what treatment the contact received. The report lists multiple treatments that can occur within the voice contact script or application and the number of voice contacts that received the specified treatments. The report records the number of voice contacts that the system accepted, abandoned, offered, routed, and disconnected. This report measures other treatments within the call script, The treatments shown are: Overflow: Give Overflow script command runs Default: This treatment is given when: - A QUIT command runs or end of script is reached without queuing the contact - An error occurred in the Application script - The Queue To Skillset is out of service Given Busy: The Give Busy script command runs Routed: Route Call script command runs Disconnected: Disconnect script command runs Given Host Lookup: The Send Request script command runs.

Time spent performing specific activities Activity Code across multiple applications Totals for each activity code & subtotals for each application Application by Activity Code Use the Application by Activity Code report to monitor each agent’s work and time distribution by the types of contacts accepted. During contacts, agents can identify the contact type by entering an activity (Line of Business) code. Multiple codes can reflect activities performed for a single contact. The sample report tells us that apart from the automated assignment of the system default activity code no other activity codes were set by agents during calls. This highlights a training exercise is required to show agents how and when to use the company activity codes. Multiple codes can reflect activities within the same contact

ACCS CDN/DNIS Historical Reporting
Agenda ACCS CDN/DNIS Historical Reporting

Route Point Reporting (CDN’s)
Contact volume for CDNs (IP Office Short codes) Distribution of Contacts across all Route Points Identify volume and trends per Route Point KPI’s: Offered, Answered and Abandonded CDN (Route Point) Statistics A CDN is the starting point for a contact to enter ACCS. Contacts received on a CDN are sent to one or more applications. The CDN (Route Point) Statistics report details summarized contact volume information for the CDNs (Route Points) configured on the server. The report lists the total number of contacts offered to the CDN (Route Point) and the total number of contacts accepted. The report also provides terminated and abandoned contact information. The CDN (Route Point) Statistics report now includes the number of calls that failed to anchor on the preferred Media Server. Terminated shows the number of contacts that received a Force Busy, Force Overflow, Force Disconnect, Route Call or Default treatment. Calls received on 6112 the Caribbean_Travel CDN shown on this report of the sample data are primarily sent to the Caribbean_Travel_Script, which is the application that will queue the contacts to the Caribbean_Travel queue. However, this CDN is also sending contacts to other Applications based on DNIS, so the values shown on this report are greater than those shown on the Application and Skillset reports.

DDI/DNIS Reporting Contact volume for DDI/DNIS numbers
Analysis of Customer Dialled Numbers Measure the effectivness of multiple published telephone numbers KPI’s: Offered, Answered, Abandonded The DNIS Statistics report summarizes the total contact volume to each DNIS number. The DNIS Statistics report lists the contacts answered, answer delay time, contacts abandoned, and the percentage of contacts abandoned after a delay time greater than or equal to the service level threshold defined for the DNIS. You can use this report to track call handling performance on products or services associated with a DNIS number. The fictitious travel company of our sample data “BestAir” is running a new TV advertisement for Caribbean travel. The advertisement provides a unique number to dial (Caribbean_Travel_Ad ). BestAir can find out how many calls are generated from this Advertisement and if this has increased the volume of calls to the Caribbean_Travel skillset using the application DNIS statistics report.

ACCS Contact Summary Reporting
Agenda ACCS Contact Summary Reporting

Contact Summary Reporting(CSR)
Drill Down Contact Detail Reporting Detailed contact information on contact segments Extensive filtering Capabilities e.g How many times on Hold? Different to the call by call report the Contact Summary report shows information for each contact segment. The CCMID is an internal value that represents the contact ID as known throughout applications in the Contact Center suite. Contact Summary reports contain a large amount of data. Consequently, they take much longer to generate than other types of reports. To ensure the report is generate in a reasonable amount of time, and with a manageable amount of data, use the selection criteria to filter the data or limit the data range to a minimal period of time. Analize life cycle of a contact through ACCS

Contact Summary Reporting
Contact duration summary by skillset Profile of Contact Duration The average & the longest for each interval The Contact Duration report provides a summary by skillset of all completed contacts within the specified time. The report details the percent of contacts with durations within the specified time range, the average and the longest duration for each interval. The Contact Duration report also provides a summary of contacts that are processed without being associated with a skillset, and such contacts are grouped under “none”. KPI’s: Contct Duration

Gantt chart of all answered contacts for an agent Answered and disconnect times of all contacts Grouped by Agent name and answered time The Contact Duration by Agent report is a Gantt chart showing the start times and end times of all contacts and contact types for an agent. The report is grouped by Agent Name and ID. The chart shows contacts in the order the agent answered the contact indicating the Contact Type per contacts. Multiplicity agents will show overlapping contact durations while multiple contacts are active. Grouping identifies when agent manages multiple contacts

Agent contribution to an address (DDI/DNIS/ To ) Address can be a dialled number or “To” Address Identify Agent Performance for each Address Is training required on a particular address? The Agent by Address report shows summarized agent performance data for each address (DNIS, and To: address). The report details performance statistics such as the total number of contacts answered, and the total and average time spent serving contact center customers. This report is an indicator of agent contribution to an address. It helps managers identify agents who have difficulty with contacts that arrive on a specific address. The report also highlights agents who need additional training.

Activity Code Distribution by Address (DDI/DNIS / To ) Monitor DDI/DNIS or addresses incoming contacts Totals for each address and subtotals by activity Filtering possible and recommended on individual codes With the Activity Code by Address report you monitor each agent's work and time distribution by the contact address, for example, DNIS and To: address. During the contact handling, agents can categorize the contact by entering an activity (Line of Business) code. Filtering possible and since the volume of these reports can be large it is recommended on individual codes

Detail for each contact handled by an agent Individual Contacts handled by an Agent Includes Skillset and non Skillset Contacts KPI’s: Hold Time per Contact, Talk Time, No of Times on Hold The Contact by Agent report shows detailed information for each contact handled by an agent and highlights the contacts managed simultaneously with other active contacts. The report is grouped by Agent Name and ID, and sorted by the time the contact segment originated. The report helps to show if the agent is working multiple contacts at the same time. A multiplicity agent that handled multiple contacts in the period shows the contacts overlapping.

Details of contact release type grouped by Originator Detail of each Contact and Its Outcomes Disposition: Agent action, caller action, system action Detect unusual trend in contact ending The Originator By Disposition report shows detailed information for each contact segment. The report is grouped by Application, then Final Disposition, and finally Originator. Provides details of each originator segment by how the contact ends. Final Dispositions include: Agent action: "RC" : Released on Consult "RH" : Released on Hold "RL" : Released "XF" : Transferred Caller Action: "AB" : Abandoned System action "AS" : Already Serviced "AT" : All Trunks Busy "FB" : Forced Busy "FD" : Forced Disconnect "FO" : Forced Overflow "GD" : Given Default "GN" : Given NACD "RT" : Routed

Call by Call reporting A contacts journey through the contact center
Lifecycle of a Contact upon entering Contact Center control Max content from 1 hour on a particular day For each contact, the Call by Call Statistics report shows detailed information including time, event, agent, source, and destination. You can collect contact information from the time the contact starts until the time it leaves Contact Center Manager control. You can collect statistics for all events defined in the Historical Statistics Collection. The Call by Call Statistics report includes event information from a specific day. The report can be generated for a maximum 1–hour period on that day. Call by Call Statistics reports contain a large amount of data. Consequently, they take much longer to generate than other types of reports. The snippet of the sample data on this slide shows two outbound contacts processed in the hour the report was ran for. Suitable for troubleshooting and contact flow analysis

ACCS Configuration Historical Reporting
Agenda ACCS Configuration Historical Reporting

Configuration Reporting
Agent configuration at a glance Configuration Report showing Agent Details Contact Presentation Class Assigned Contact Types Assigned The Agent Properties report presents agent information in the following sections: • User Details • Agent Information • Call Presentation Class • Phoneset - available only for CS 1000 – AML systems • Agent Greeting - available only if Agent Greeting is licensed • Offsite Agent - available only if Offsite Agent is licensed • Contact Types

Agent Skillset Assignments What Skillsets will agents be assigned once assignment executes Skillset state & Priority Per Agent The Agent Skillset Assignment report lists scheduled changes of agents and skillset assignments Status of the Assignment

What agents are logged in right now! Agents Currently Logged In Agent Login ID, Agent Name The Logged In Agent report lists logged in agents and provides for each, a logon ID.

Quick view of skillset properties Skillset configuration Agents assigned The Skillset Properties report describes all skillset properties, including the skillset type and the service level threshold defined for the threshold class to which the skillset belongs. Service Level Threshold Value, Skillset state

ACCS Multimedia Historical Reporting
Agenda ACCS Multimedia Historical Reporting

Multimedia Reporting Daily Report of Closed Multimedia Contacts
Closed Multimedia Contacts by Disposition Grand total included The Contacts Closed by Reason Code report summarizes the contacts closed by reason codes based on each date. The report groups closed contacts by disposition code based on day. The report also lists the grand total of contacts closed and the total for each day. The columns list the grand total of contacts closed by the closed reason code. The closed reason codes appear in the column headings. The total of the contacts that were closed without a closed reason code appears in the column with the blank heading. Our sample data shows a high number of junk mail If no reason code heading is blank

Multimedia Reporting Daily Report of Closed Multimedia Contacts
Closed Multimedia Contacts by Skillset Total for each day Total for each skillset The Contacts Closed by Skillset Report summarizes the contacts closed across skillsets based on date. The report groups the closed contacts by skillset for each day. The report also lists the grand total of contacts closed, the total for each day, and the total for each skillset Contacts routed to the skill Caribbean Travel Deals has a high total of 1371 in comparison to the others.

Multimedia Reporting Summarise multimedia contacts based on Skillset
Shows Multimedia Cotacts Closed by Day and by Skillset Total and Average info for contacts grouped by Skillset The Contact Details Report in the multimedia group summarizes the contacts based on skillset. The report displays grand total and average information for all contacts, and then displays total and average information for contacts grouped by skillset. Divided into the following sections. • Contact Summary and Status Details • Contact Open Duration—This sections displays both total and average contact open duration. • Contact Waiting Duration—This sections displays both total and average contact wait The report also provides information for contact details grouped by skillset. For each skillset the report provides the following information where applicable: • Contact Status • Contact Waiting Duration • Contact Open Duration • Dial Duration • Talk Duration • Call Duration The report also displays the contacts for each particular day Displays contacts for each particular day

Multimedia Reporting Contacts that are remaining for a Skillset
Multimedia Contacts waiting to be Handled Skillset totals and also grand total The Contacts Outstanding Summary report contains the count of contacts outstanding, those not yet closed, by skillset and date the contact arrived. The report also shows the total number of outstanding contacts. There are two s currently waiting in our sample data one for each of the skills Caribbean Travel and Caribbean Travel Deals.

Multimedia Reporting Contacts that are remaining for a Skillset
Multimedia Contacts waiting to be Handled grouped by Skillset Skillset totals and also grand total The Contacts Outstanding Detail report contains the details about each contact that remains for each skillset. The report groups the outstanding contacts by skillset.

Multimedia Reporting Summary of contacts received across Skillset
Received Multimedia Contacts by Skillset Total for each day Total for each Skillset The Contacts Received by Skillset Report summarizes the number of contacts received across skillsets based on date, and lists the total number of contacts received across all skillsets.

ACCS Outbound Historical Reporting
Agenda ACCS Outbound Historical Reporting

Outbound Reporting Summary of campaign information
Summary of campaign settings and outcomes for preview and progressive Number of outbound contacts processed Summary of outbound disposition codes The Campaign Summary Report lists the following information: • Summary of the campaign settings, such as Start Date, End Date, and Created by. • Number of contacts processed by agents. • Summary of the disposition codes for the campaign and the number of contacts in each disposition code. This sample campaign called ACCS Demo had 8 contacts in the campaign and 8 have been processed. 3 calls were completed we can tell from the disposition codes. Let’s continue to look at the campaign reporting to find out what these 3 called customers though of ACCS!

Outbound Reporting Overall summary of campaign information
Summary of campaign performance for preview and progressive Per campaign totals Shows progress within Campaign - Contacts still open The Campaign Performance report provides an overall summary of the campaign including details about the total number of contacts and a summation of the Contacts still Open. Also included are the Dial, Talk and Call duration. The total campaign contacts for the sample date of September 16th is 7 and of those in the campaign we are focusing on there were 6. This report is more detailed than the previous summary report as it gives talk duration totals. The contact open totals and the talk duration totals are very close – this is not surprising as the outbound campaign was set up to auto dial for the agent.

Multiple call attempts included on separate lines
Outbound Reporting What calls were processed by a campaign? Contact by Contact information for preview and progressive Multiple call attempts included on separate lines Campaign Statistics The Campaign Call Details report lists a detailed description of each contact, including the number dialed for a campaign. Any call can be dialed multiple times; in which case, a separate entry represents each call attempt. For example, if the number is dialed initially, and the number is busy and dialed again later with a successful connection, two entries appear in the report for this number. The sample campaign ACCS Demo we know had a total of 8 contacts and of those 6 were processed within this time range and 2 of those were in the OB_Skill1 skillset.

Outbound Reporting Results of campaign script per contact
Summary of campaign scripts and answers for preview and progressive Contact disposition code Campaign Scripts defined in Outbound Campaign Manager (OCMT) The Campaign Scripts Results report provides a detailed description of each contact and associated questions and answers. You must include an agent script as part of the campaign for questions and answers to be associated with a contact. The sample report shows two of the processed contacts in the ACCSDemo campaign and both customers are very happy with the ACCS solution.

Outbound Reporting What were the answers to the script questions?
Summary of Script outcomes for preview and progressive Further grouping by question Subtly different to the Campaign Scripts Results report presented in a per contact format the “Script Summary Report” provides a summary of answers associated with each question. Report layout is a grouping by script and further grouping by questions within the scripts. Answers to the same question easily compared over many contacts. Looking at the top question our of the 3 contacts completed all 3 would like more information on the Avaya Contact Center Select product. Quickly identify trends within answers

Avaya Contact Center Select Historical Reporting Managing Resources October 2014 *

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Avaya Contact Center Select Historical Reporting Managing Resources October 2014 *

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