Avaya IP Office Contact Center CCC Reporter

Avaya CCC Reporter

Avaya Contact Center Reporter(CCC)

Contact Center Reporter

Avaya Contact Center Reporter(CCC) Call Center View - Real Time Reporting
Supervisors in a contact center are there to manage workload. Call Center View provides the Supervisors with the combination of real time service monitoring and resource management, allowing them to balance and manage their resources (i.e. staffing levels against the traffic levels of incoming calls) and therefore improve customer service and reduce costs. Call Center View contains 18 real time screens showing all aspects of the Contact Center activity. Alarms may be set on up to 16 parameters per device, with three levels per alarms available, ensuring that a supervisor will be informed should an exception occur, thus freeing the supervisor to continue with other, more productive activities.
Avaya Contact Center Reporter CCV Supervisory Screens
· Alarm Handling.
· BLF Details.
· Extension Activity.
· Callback Request.
Trunk Related Screens
· Trunk Group Monitor.
· Trunk Group Details.
· Real Time Status.
· Group Status (Percentage).
· Individual Trunk Details.
Agent and Queue Based Screens
· Group Monitor
· Agent Group Details
· Real Time Status
· Group Status (Percentage)
· Individual Agent Details
· Percentage Time in State
· Individual Group Details
· Queue Monitor
· Individual DDI/DID Details

Avaya Contact Center Reporter - Historical Reporting
Avaya Contact Center Reporter provides in depth historical reporting on the customer facing department's activity. Avaya Contact Center Reporter Manager provides standard reports for measuring overall contact center call handling and individual/team performance. Avaya Contact Center Reporter data is retrieved from the database, which provides a source of data limited only by the hard disk space available (SQL only). These standard report templates may be formatted by the user to provide reports daily, weekly, monthly, or any defined time period and by individual, group, or trunk. Avaya Contact Center Reporter uses Crystal Reports™ format, which provides ease of use and thin client operation for reporting.

Avaya Contact Center Reporter Standard Reports List
· Account Code Log by Agent Group (Graphical)
· Account Code Log by Agent Group
· Account Code Log by DDI (Graphical).
· Account Code Log by DDI.
· Account Code Log by Pilot (Graphical)
· Account Code Log by Pilot.
· Account Code Log by Target (Graphical).
· Account Code Log by Target.
· Agent Activity Trace.
· Agent Activity
· Agent Callback Request.
· Agent Group Busy Status.
· Agent Group Graphical Summary (All Calls).
· Agent Group Graphical Summary.
· Agent Group Member Call Duration Report (All Calls).
· Agent Group Member Duration.
· Agent Group Tabular Summary (All Calls).
· Agent Group Tabular Summary.
· Agent Group Tabular.
· Agent Individual.
· Agent Tabular.
· Customer Tracking by Call Identifier.
· Customer Tracking by CLI.
· DDI Call Duration.
· DDI Distribution by Target.
· DDI Distribution
· DDI Response
· DDI Routing
· DDI Summary.
· External Transferred Account Code.
· Incoming Duration Summary.
· Incoming Pilot Summary.
· Lost Call CLI.
· Outgoing Account Code Costing Log
· Outgoing Account Code Log (Graphical).
· Outgoing Account Code Log.
· Outgoing Most Common Destination by Agent Group.
· Pilot Call Duration.
· Pilot Distribution by Target.
· Pilot Distribution.
· Pilot Response.
· Pilot Routing.
· Pilot Summary (All Calls).
· Pilot Summary
· System Summary.
· Target Graphical Summary.
· Target Member Duration (All Media).
· Target Member Duration.
· Transfer Call Tracking Detail by Agent.
· Trunk Group Activity
· Trunk Group Busy.
· Trunk Group Call Duration.
· Trunk Group Response.
· Trunk Group Summary.
· VM Call Flow Monitor by Call Flow Name.
· VM Call Flow Monitor by Topic.
· VM Call Flow Monitor.
· VM Summary
· Incoming Calls By Target Group
· Plus 3 custom reports.

Avaya Contact Center Reporter Report Scheduler
Report Scheduler allows reports to be scheduled to run at a specified date and time, or repeated at regular intervals. Supervisors can schedule reports to be delivered to various places within the contact center. Reports can also be delivered to multiple recipients via email in the following formats; PDF, CSV, XLS, RTF, RPT and Word format. Reports can even be scheduled for delivery to multiple printers within the network at the same time.

Avaya Contact Center Reporter Custom Reporting
Custom Reporting allows the business to create reports tailored specifically to the needs of the individual business, providing greater flexibility in the presentation of traffic and agent information. This capability is aimed at the contact center manager who wants to take the statistics to a deeper level in order to make better-informed decisions. Within Compact Contact Center, custom reporting is available, but requires the purchase of Crystal Reports or Crystal Design software from an authorized Crystal/Business Objects software reseller or distributor. With this software, the designer has the ability to create and load 3 custom reports into the CCC Reporter (no additional
license required). Custom reports can be added and subtracted as required. If the business requires greater than 3 custom reports, the following license is required:

Avaya Contact Center ReporterDesigning Reports Using Crystal Reports
Avaya Contact Center Reporter CCC is designed to work with Crystal Reports™ reporting software package (using Crystal version 9). Crystal Reports is available in four different editions to meet the needs of application developers, IT professionals, and business users. The following is an overview of the types of Crystal products that can be used:
Avaya Contact Center Reporter Application Development Solutions
· Advanced Developer – Web development and deployment bundle for integrating and deploying dynamic report creation and viewing capabilities into web applications.
· Developer Edition – For integrating report viewing, printing, and exporting capabilities into applications.
Avaya Contact Center Reporter Design Solutions
· Professional Edition – For report creation and maintenance based on a large variety of data sources plus out-of-the-box web report delivery for workgroups.
· Standard Edition – For basic report design based on PC-based data sources.

Microsoft CRM™ Reporting Integration New for Avaya Contact Center Reporter CCC Version 5
Microsoft CRM™ was introduced in January 2003 and has quickly become the premier CRM application for the Small and Medium Enterprise (SME). Avaya and Microsoft are working together to provide a complete CRM, Communications, and Networking solution for any size of business.
In Compact Contact Center Version 5, in conjunction with the introduction of the IP Office Customer Management solution, Avaya has taken this integration one step further by integrating several Microsoft CRM reports with CCC. Supervisors who operate both systems can now drive any of the 73 CCC reports from the MS-CRM interface, and there are 7 combined reports that utilize both systems data to present a 360° view of the contact center. The 7 MS-CRM reports are listed below:
· Microsoft CRM Sales Reports
· Opportunity Activity and Notes
· Contact Activity and Notes
· Account Activity and Notes
· Contact Center Summary by State/Province
· Contact Center Summary by Zip Code/Postal Code
· Microsoft CRM Service Reports
· Account Activity and Notes
· Account Service Report

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