AVAYA IP OFFICE CCR PDF

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No Downloads. Views Total views. Actions Shares. Embeds 0 No embeds. No notes for slide. Customer Call Reporter 2. All rights reserved. Time spent in Busy Not Available for any other reason codes is reported as Breaks. The status will be automatically cancels after the agent's configured After Call Work time expires. The button lamp or icon will indicate when the agent is in that state, including if the state is automatically applied and ended by the IP Office system.

The button lamp or icon will indicate when the agent is in that state. For specific groups the button is programmed with the group number or name. Presented calls — Agent Productivity same as GOS, but with some additional conditions — NOTE: — for all statistics, both internal and external calls are included — the thresholds are taken from the first monitor view You can also configure it to show statistics information for selected queues and queue statistics.

The alarms and warnings in the ticker match those configured in your monitor views. It can be set to show either the current states or it can summarize the time in each state for a selected historical time period. Alarms Cube This is a 3D cube that plots a selected statistic value for the system queues on one wall, for the agents in those queues on the other wall and for agent alarms and warnings on the base.

Multi Plot Graph This is a 3D plot of a queue statistic over time for multiple selected queues. Scatter Plot This 2D graph plots two statistics for two queues over a period of time. Points are plotted using one statistic for the X axis value and the other statistic for the Y- axis value. Single Plot Graph This is a 2D graph of a single queue statistic for a selected queue over time.

Statistics Cube This is a 3D plot of 3 statistics against each other. It can plot either points representing combinations of the values or a plane joining the value combinations. Statistics Table This is the queue statistics table repeating the queues and queue statistics settings from one of the monitor views.

The table cannot be adjusted directly, that must be done through the matching monitor view. Each supervisor can have up to 3 views, each configured with a different set of queues and statistics. The agent will only see queue statistics for queues to which they belong and agent statistics for themselves. Leaving the mouse on the statistic will also display a context menu with the corresponding statistic definition.

Agents are restricted to their own statistics or queues to which they belong. Agent Summary Report It includes only queue calls. However, it does not include internal calls.

Agent Time Card Report Alarm Report For internal calls, the report only reflects the call data for the receiving end, not for the originator. External calls are accounted and shown for the extension making the outbound call. Call Details Report The average answer percentage, average answer time, average abandon time and grade of service are also listed. Call Summary Report Trace Report The reporting is not automatic, only specific labels that have been assigned to call flow actions are reported on.

Voicemail Report Viewing Recent Reports Reports that have been defined to run automatically will appear here Scheduling Reports 2 You can make changes to the layout, e. This will determine the relative size of the pie segment Creating a Chart report 2 The number is limited by the number of available Supervisor licenses Wallboard Instant Messages will be displayed for 5 minutes.

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Avaya Customer Call Reporter - Avaya CCR

For small and growing businesses, contact center performance has a significant impact on customer service quality and, subsequently, the success of the company. Enhancing customer support services improves retention rates and maximizes profits. Avaya Customer Call Reporter CCR - a call center reporting solution that integrates with Avaya IP Office - helps improve contact center performance and customer service by giving supervisors a way to monitor agent and queue productivity with real-time and historic reporting capabilities. This solution offers a number of advantages for companies looking to enhance contact and call center performance, such as easy-to-use reporting templates, three customizable supervisor views in addition to summarized agent views , the option to schedule or save reports, and the ability to support as many as 30 supervisors and agents, among other features.

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Avaya IP Office R9.1 does NOT Support Customer Call Reporter CCR

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