Avaya 38HBK00001SCM manual Group Reporting, INDeX-Net in the Contact Centre Environment

INDeX Telephone System Requirements

If the directory numbers have not been named, then the terminology for the directory numbers implemented in the INDeX Contact Centre Manager applications is:

Agent – ACD Agent (XXXX*) – XXXX

Group – Agt Group (XXXX) – XXXX Trunk Grp – Trunk GP (XXXX) – XXXX Tie Line (Trunk) – Tie Line (XXXX) – XXXX DPNSS (Trunk) – DPNSS (XXXX) – XXXX DASS (Trunk) – DASS (XXXX) – XXXX Alog (TWC) – Alog (TWC) (XXXX) – XXXX Pilot (Trunk) – Pilot (XXXX) – XXXX

* Where XXXX is the directory number.

Group Reporting

When configuring the INDeX it is important to understand how calls are attributed to groups on the Call Centre View, Wallboards and Report Manager.

INDeX-Net in the Contact Centre Environment

Staff Management is a LOCAL issue hence all real time and historic analysis for teams will require local CCM’s.

Traffic Management is a GLOBAL issue. Therefore in an INDeX-Net configuration calls waiting across an entire network (queued) are displayed on all Call Centre View implementations across INDeX-Net.

Call Centre View and Wallboard Manager

The INDeX Call Centre View and Wallboard Manager products report on groups directly derived from the INDeX Database. Agents and Trunks may be reported on in as many groups as they are members of within the INDeX. It is important however to understand how statistics for these groups are derived and it is important for the user of the system to understand these reporting structures. These are defined below

Call Totals and average durations for Groups are calculated by totalling the statistics for the members of group. Should an agent or group be a member of multiple groups, their call totals will appear in multiple groups.

Lost Calls are only attributed to the initial target agent group i.e. Initial INDeX ring group. Lost calls are also attributed to Trunk Lines, Trunk Groups and Pilot Numbers.

Agent Status Information for a group shows the number of agents or trunks within a given group, which are in each state.

Agent Statistics for:

Calls Waiting, PCA, GOS, Longest Wait, LWait (Ans), L Wait (Lost), Overflowed to/From statistics are only incremented for calls which are directly presented to that agent group. That is they only increment where the agent group is used for Call routing purposes.

INDeX Contact Centre Modules	Page 91
Installation & Maintenance	38HBK00001SCM - Issue 11 (05/01)