Historical Reporting Overview ACCS

Avaya Contact Center Select
Historical Reporting
Reporting overview V1 10/22/14

Introduction
4 This presentation provides an overview of the available
historical reports within Avaya Contact Center Select
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Historical Reports – Overview
Agent Performance Historical Reporting
Agent Efficiency with Multiplicity
Application /Scripts Historical Reporting
CDN/DNIS Historical Reporting
Contact Summary Reporting
Configuration Historical Reporting
Multimedia Historical Reporting
Outbound Historical Reporting
Example Reports ‘Best AIR’
Overview
ACCS Historical Reporting Overview
Comphrensive Statistical Reporting Capability
4 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
4 Pre-Defined Reports “out of the box”

– The system provides 49 pre-defined report templates that are ready to
run
4 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
• Performance of agents across skillset types

Agent Performance (16) and time intervals
• Information on multimedia channels

Multimedia Reports (6)
• Information on outbound campaigns

Outbound Reports (5)
Contact Summary Reports • Detailed information across agents and skills

(7)
• Extremely detailed historical report
Call-By-Call Reports (1)
• Configuration settings of ACCS

Configuration Reports (4)
• Wide range of templates including abandon

Other Reports (10) delay times, skillset timelines
How to Access Historical Reporting
Login to ACCS administration portal using IE Browser
4 Log in to the management portal launchpad as administrator or

reporting supervisor
4 Select “Historical Reporting” start page displayed

Historical Reporting on Demand
Select any Category from Left Hand Side Tree Menu
4 Run any report

template on
demand by clicking
“Run Now”
4 Default date range
is report specific,
the previous 15
minutes is the
common default

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

Template Selection Options
Historical Report Template Customisations
4 Allows users to limit the data that the report contains

4 These fields vary per report as appropriate
4 Allows report customisation

Historical Report Scheduling
Flexible dates and times
4 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
4 Application reporting
– Reflects all contacts controlled by the primary routing
application
– Reflects final contact status beyond Answered or Abandoned
i.e. after call work .
4 Skillset reporting
– Delivers statistics on contacts while queued to a skillset
– Provides a workgroup type view, not total workload
4 Agent Reporting
– Statistics and reports on available agent data in the system
– Detailed analysis of agent activities and behaviour
– Highlights training requirements

Agent Performance
Agent Key Performance Indicators (KPI’s)
Managing Agent Resources
4 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?

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

Non skillset Calls broken down per agent
Analysis of non
skillset calls per
agent
Agent DN Performance Inbound and

outbound calls
identified
Determine if non
skillset call time
valid, see Contact
Summary
reporting

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

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

Managing Skill or Queues
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

Agent availability during an interval
Staffing
Adherance
Shows status
change with
timestamp
KPI’s: Logged in
Time:

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

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

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

Is agent time on the same activity comparable?
Compare Agent
Work within
Specified Activity
Code
Useful for
renumeration,
tracking, targets,
classification
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

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

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

Total number of
contacts accepted
Total & Average

time spent active
on calls
Indicator of agent
contribution to a
contact type

Number of
contacts accepted
Total & Average

time spent active
on calls
Agent contribution
to a skill

Application /Scripts Historical Reporting
Application 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

Summarise application performance information
System Level
Statistics for
Contact Flows
Highlight System
Bottlenecks or
comissioning
Application call treatment mistakes
KPI’s: Overflowed,
Defaulted, Given
Busy

Time spent performing specific activities
Activity Code
across multiple
applications
Totals for each

activity code &
subtotals for each
Application by Activity Code application
Multiple codes can

reflect activities
within the same
contact

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
CDN (Route Point) Statistics Route Point
KPI’s: Offered,
Answered and
Abandonded

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

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?
Analize life cycle

of a contact
through ACCS

Contact duration summary by skillset
Profile of Contact
Duration
The average & the

longest for each
interval
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
Grouping identifies
when agent
manages multiple
contacts

Agent contribution to an address (DDI/DNIS/ To email)
Address can be a
dialled number or
email “To” Address
Identify Agent
Performance for
each Address
Is training required
on a particular
address?

Activity Code Distribution by Address (DDI/DNIS / To email)
Monitor DDI/DNIS
or email
addresses
incoming contacts
Totals for each

address and
subtotals by
activity
Filtering possible
and 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

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

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
Suitable for
troubleshooting
and contact flow
analysis

Configuration Historical Reporting
Configuration Reporting
Agent configuration at a glance
Configuration
Report showing
Agent Details
Contact
Presentation
Class Assigned
Contact Types
Assigned

Agent Skillset Assignments
What Skillsets will
agents be
assigned once
assignment
executes
Skillset state &

Priority Per Agent
Status of the
Assignment

What agents are logged in right now!
Agents Currently
Logged In
Agent Login ID,

Agent Name

Quick view of skillset properties
Skillset
configuration
Agents assigned
Service Level
Threshold Value,
Skillset state

Multimedia Historical Reporting
Multimedia Reporting
Daily Report of Closed Multimedia Contacts
Closed Multimedia
Contacts by
Disposition
Grand total
included
If no reason code
heading is blank

Daily Report of Closed Multimedia Contacts
Closed Multimedia
Contacts by
Skillset
Total for each day
Total for each

skillset

Summarise multimedia contacts based on Skillset
Shows Multimedia
Cotacts Closed by
Day and by
Skillset
Total and Average

info for contacts
grouped by
Skillset
Displays contacts
for each particular
day

Contacts that are remaining for a Skillset
Multimedia
Contacts waiting
to be Handled
Skillset totals and

also grand total

Contacts that are remaining for a Skillset
Multimedia
Contacts waiting
to be Handled
grouped by
Skillset
Skillset totals and

also grand total

Summary of contacts received across Skillset
Received
Multimedia
Contacts by
Skillset
Total for each day
Total for each

Skillset

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

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

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

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)

Outbound Reporting
What were the answers to the script questions?
Summary of Script
outcomes for
preview and
progressive
Further grouping
by question
Quickly identify
trends within
answers

‘Best AIR’
Worked Historical Example

The fictitious “Best AIR” sample data
The following slides contain screenshots of all reports within

Avaya Contact Center Select 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.
Best AIR 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

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

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

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
Conclusion! Drop in service level caused by contact volume spike. Can we learn more?71
© 2014 Avaya Inc. All rights reserved.
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
Unusual level of abandon calls on Monday at 4.30pm only.

Gauge delay tolerance before customers disconnect
Profile of contact
abandon delay
Abandon before or
after service level
threshold
Make changes to
improve abandon
statistics

Gauge delay experienced by customers answered
Profile of contact
answer delay
Observe any
delays beyond
threshold level
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
Answer delay
increases when all
agents busy
Conclusion: Skill under staffed for interval under review.

New with ACCS 7.0
ACCS 7.0 Reporting updates
4 11 additional templates bringing the total standard reports for
ACCS to 60.
4 New report creation wizard to customize reports
Enterprise grade
reporting for
mid-market

ACCS 7.0 New Historical Report Templates
11 Additional Templates bringing a total of 60 to ACCS 7.0
• Agent Performance Calls Answered, Bottom 5

• Agent Performance Calls Answered, Top 5
• Agent DN Performance Calls Answered, Bottom 5
Agent Performance (6) • Agent DN Performance Calls Answered, Top 5
• Agent Average Calls Per Hour, Bottom 5
• Agent Average Calls Per Hour, Top 5
• Application By Skillset
Application and Skillset • Skillset By Application
(5) • Activity Code By Application
• Crosstab - Application Performance
• Skillset Timeline By Contact Type

ACCS 7.0 Historical Reporting
60 Reports grouped into easy to use Functional Topics
• Performance of agents across skillset types

Agent Performance (22) and time intervals
• Information on multimedia channels

Multimedia Reports (6)
• Information on outbound campaigns

Outbound Reports (5)
Contact Summary Reports • Detailed information across agents and skills

(7)
• Extremely detailed historical report
Call-By-Call Reports (1)
• Configuration settings of ACCS

Configuration Reports (4)
• Wide range of templates including application

Other Reports (15) abandon delay times, skillset timelines

Report Creation Wizard
Overview
4 CCMA Report Creation Wizard (RCW) is an entry level report
creation & modification tool for the Contact Center solutions.
4 Benefits
– Simplifies report creation by hiding the complexities of the
underlying database.
– Customers don’t have to be trained on SSRS Report Designer for
customizing reports.
– End-to-end reporting through mining of multiple reporting data
sources.
4 RCW is not a replacement for SSRS Report Designer
– Advanced reporting requirements will still require SSRS Report
Designer.

Features
4 Intuitive interface for easy report creation & modification.
4 Selection, definition and linkage of multiple data sources, fields & formulae.
Reports can be created from multiple ODBC compliant databases providing support for reporting on
CCMS, Multimedia, Outbound data, etc.
4 Canned Formulas / Create & edit custom

formulae.
4 Filtering and grouping on all key data source
fields.
4 Adding of groups and report summaries.
4 Extensive formatting capability (e.g.

Positioning of column data, altering of column
width, Text formatting (Bold, Underlining etc.)
for report headings, summaries etc.
Suppression support for sections and report
data fields)
4 Definition and use of report templates.
4 Fully Integrated with CCMA e.g. single login,
APM aware, run/schedule RCW reports in
Historical Reporting application, Advanced
filtering, etc.
Sample Report with highlighted elements
Text Object
Page Header
Group Headers
Details
Group Footers
Database Fields Formula Fields Summary Field


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Avaya Contact Center Select

Reporting overview V1 10/22/14

4 Embedded hyperlinks allow you jump back and forth to

Use To jump to desired page

Use To return to content page

© 2014 Avaya Inc. All rights reserved. 2

4 Provides Reporting Data on Contact Center

4 Pre-Defined Reports “out of the box”

• Performance of agents across skillset types

• Information on multimedia channels

• Information on outbound campaigns

Contact Summary Reports • Detailed information across agents and skills

• Configuration settings of ACCS

• Wide range of templates including abandon

4 Log in to the management portal launchpad as administrator or

© 2014 Avaya Inc. All rights reserved. 7

4 Run any report

© 2014 Avaya Inc. All rights reserved. 8

© 2014 Avaya Inc. All rights reserved. 9

4 Allows users to limit the data that the report contains

© 2014 Avaya Inc. All rights reserved. 10

© 2014 Avaya Inc. All rights reserved. 11

© 2014 Avaya Inc. All rights reserved. 12

© 2014 Avaya Inc. All rights reserved. 14

© 2014 Avaya Inc. All rights reserved. 15

© 2014 Avaya Inc. All rights reserved. 16

Agent DN Performance Inbound and

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Includes data for

KPI’s: Avg Talk Time,

© 2014 Avaya Inc. All rights reserved. 18

© 2014 Avaya Inc. All rights reserved. 19

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KPI’s: Avg Talk

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Short calls last

KPI’s: Short Calls

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Agent time broken

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Voice and Web

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KPI’s: Agent Not

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Total & Average

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Total & Average

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Totals for each

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Totals for each

Multiple codes can

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© 2014 Avaya Inc. All rights reserved. 37