Avaya Supervisior

Contact Center Reporting

Customized Thresholds for
PacBell Operations

Access to all system databases and calculations Visual Vectors call flow design tool.
with ability to define custom formulas.

Drag and drop administration of single

or multiple agent skill assignments. Drill down access to real-time and historical
agent report data from administration
screens

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VDN/Vectoring Architecture
CALL APPLICATIONS/ AGENT AGENTS
ARRIVALS CALL TYPES CALL FLOWS GROUPS

TRUNK GRP
VDN 1001
VECTOR
DNIS DIGITS S
VDN 1002
K
INTERNAL
VDN 1003 I
VECTOR L
PROMPTS
VDN 1004 L
HOST BASED S
ROUTING
VDN 1005

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How CentreVu CMS Tracks Data
CALL CALL CALL CALL AGENT TRUNK WRAP-UP
SEIZES ENTERS QUEUED RINGS ANSWERS DROPS TIME
TRUNK VDN AGENT CALL CALL
Trunk Statistics (access)

Vector Statistics (call flow performance)

Vector Directory Number Statistics (applications)

Split / Skill Statistics (resources)

Agent Statistics (individuals)

Call Records
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Data Archiving
Historical Database
Intrahour Historical Data
Data

Agent Split Trunk Trunk Vector VDN

Group
CentreVu CMS
Definity ECS Daily Historical Data

Real-Time Database Agent Split Trunk Trunk Vector VDN

Group
Current Intrahour Interval Data
Weekly Historical Data
Agent Split Trunk Trunk Vector VDN
Group
Agent Split Trunk Trunk Vector VDN
Group
Previous Intrahour Interval Data
Monthly Historical Data
Agent Split Trunk Trunk Vector VDN
Group
Agent Split Trunk Trunk Vector VDN
Group

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 Avaya Supervisor
Industry’s Most Popular Reporting

Reports - Realtime and Historical

– 153 Total Reports
• 29 Realtime Reports
• 108 Historical Reports
• 4 Integrated Reports
• 12 Administration / Configuration
Reports
• Unlimited Custom Reports
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Avaya Supervisor
Real-Time Reporting

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Avaya Supervisor
Real-Time Reporting – Real Time Exception Notification

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Avaya Supervisor
Real-Time Reporting – Agent Drill Down

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Avaya Supervisor
Real-Time Reporting – View agents sorted by workmode

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Avaya Supervisor
Historical Reporting – Agent Detail of Login/Logout, Occupancy, Skills

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Avaya Supervisor
Historical Reporting – Agent Trace

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Avaya Supervisor
Administration – Report Generation

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Avaya Supervisor
Administration – Agent Administration

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Avaya Supervisor
Administration – Dictionary

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Avaya Supervisor
Administration – Custom Report Wizard

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Avaya Supervisor
Administration – ACD Administration for Call Vectoring

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Avaya Supervisor
Administration – Graphical Vector Design with Visual Vectors

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CMS ODBC Functionality
Open Database Connectivity (ODBC)
is an optional Avaya Call Management System
(CMS) feature that allows you to access data
in the Avaya CMS database for use in other
software applications such as spreadsheet
programs. With ODBC, you can access the CMS
data directly from your application, without
needing to understand database connectivity
or format.
This feature is especially useful for
call centers with multiple sites. ODBC allows
access to data at multiple sites for reports.
ODBC uses Structured Query Language (SQL)
to access data, eliminating the need to access
the database in the language in which it was
written.
The ODBC feature is a client/server
feature; that is, the clients must be attached
to a network that is fully functional to access
the server. The “clients” are the computers
that are accessing data through ODBC; the
“server” is the CMS machine where the CMS
database
Avaya is located.
Proprietary
High Availability CMS Architecture
• The ability to provide a stable
Avaya CMS
application eliminating or
reducing data loss or system
Data
outage due to a catastrophic
Management &
Summarization situation or system failure

CMS
Avaya HA CMS Supervisor

Data
Management &
Summarization
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Avaya Network Reporting

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 Avaya Network Reporting
Make informed decisions to improve contact center efficiency before
problems escalate to lost revenue.

• A centralized reporting application designed to help improve

customer service by correcting problems immediately.
• Track the efficiency of your contact centers and the
effectiveness of promotions, tailoring reports to match your
network’s business priorities.

• Select up to 28 real time and historical g

statistics based on your business objectives r tin
e po
that send alerts when acceptable e R rts
xt ra
e
id A l o E
W
predetermined thresholds have been ork atic le, N ses
tw utom llab pen
exceeded. N e
A sta Ex
y In den
sil id
Ea r H
o
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 Avaya Network Reporting

Key Benefits:
• Focus on specific service goals and business objectives
• Track performance benchmarks for specific business functions
• Analyze incoming calls to compare the effectiveness of various
promotions
• Improve contact center efficiency across the network
• Gain a complete view across the network without special system
integration or additional server expenses
• Rapid deployment without incurring MIS support and maintenance

Key Features:
• Automatic, visual, color-coded alerts on pre-determined statistics
• Display options for real time data
• Real Time and Historical reporting
• Run co-resident with Avaya Supervisor on same PC
• Compatible with other Avaya products
• Supports up to 128 sites on DEFINITY network (up to 16 Call
Management Systems (CMS), with each suporting up to 8
Automatic Call Distributors (ACD))
• HTML and Web browser compatible
• Ready to install and run

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CMS and Explorer Relationship

Totals

Averages

The Story behind

Averages and Totals

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CMS and Explorer Relationship

Totals

Averages

The Story behind

Averages and Totals

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Explorer, Explorer II and Nice Analyzer
Cradle to Grave Reporting

Detailed queries about every facet of

every call - agent detail, transaction
detail.

Caller only waited in queue 3 seconds.

Call placed on hold by agent for over 5
minutes - caller abandoned from hold.

Caller placed on hold twice by agent.

Agent released from caller - did not wait
for caller to hang up.

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Start with a query . . . .

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We Deliver Unique Network Level Insights

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Nice Recording Interface via Icon

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