Agent Statistics, Control | Avaya NN44400-114 specification

Agent Statistics

Avaya Aura™ Agent Desktop displays live skillset related statistics. Agents can display assigned skillset statistics in pie chart or bar chart format. Supervisors can display statistics for all skillsets.

Agent Desktop Statistics are generated by accessing the Contact Center Web Statistics (CCWS) on the Contact Center Manager Server (CCMS). This is a licensed feature.

The main Statistics tab parts are:

•Control: Used to select charts types

•Skillsets: Used to display and select skillsets

•Charts: Used to display charts

Control

•Refresh: reloads and resets the skillsets list in the skillset area.

•Sort: Alphabetical sort of skillset icons. Due to contact type prefixes on the skillsets names the skillsets are also sorted by contact type.

•Pie/Bar: Dynamically changes between pie and bar charts in the chart display area.

•Agents: Select agent related statistics

•Contacts: Select skillset related statistics

•Alerts: Activate or de-activate the Outlook style alerts if skillsets Service Level falls below the threshold defined Contact Center Manager Administration.

Skillsets

Displays a skillset icon for each available or assigned skillset. Supervisors in a multimedia environment see all skillsets. Selecting a skillset icon updates the chart with the latest statistics for that skillset.

The percentage figures on the skillset icons represent the current Service Level for the skillset. The icons change to red if the current Service Level fails below the CCMA-defined threshold.

Charts

The chart area displays a pie or bar chart.

This chapter describes how to use the Statistics tab.

NN44400-114 Contact Center Agent Desktop

2 December 2010 117

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Avaya NN44400-114 manual Agent Statistics, Control

Contents

Agent Desktop Copyright 2010 Avaya Inc All Rights Reserved Contents NN44400-114 Contact Center Agent Desktop December Contents Fax message Instant messaging 107 New in this release Features New in this release New contact types Mail auto suggest 10 NN44400-114 Contact Center Agent Desktop December Other changes Prerequisites Introduction Navigation Introduction12 NN44400-114 Contact Center Agent Desktop December Example of Agent Desktop layout Agent Desktop User Interface Top bar Work item paradigm Work list window Command DescriptionTerminal Action Menu Example of work list layout Action bar Action bar commands Icon Name DescriptionExample of Action bar layout 16 NN44400-114 Contact Center Agent Desktop December User preferences Page Using your Agent Desktop Installing the Agent DesktopStep Action Starting the Agent Desktop Using your Agent DesktopEnd 20 NN44400-114 Contact Center Agent Desktop December Creating a shortcut to the Agent Desktop Logging on to Agent Desktop when using a desktop phoneStep Action Click Start, All Programs, Avaya Select Send To, Desktop create shortcut End Logging on to Agent Desktop when using the softphone Description Value22 NN44400-114 Contact Center Agent Desktop December Logging on to Agent Desktop of a SIP-enabled contact center 24 NN44400-114 Contact Center Agent Desktop December Changing your password Changing the audio settings for softphone Muting and unmuting when using the softphone Changing your status to Ready Configuring the audio devices for softphone Changing your status to Not Ready Accessing online helpClick Go Not Ready End NN44400-114 Contact Center Agent Desktop December 2010 End 28 NN44400-114 Contact Center Agent Desktop December Logging off from Agent Desktop Telephony Accepting a call Telephony30 NN44400-114 Contact Center Agent Desktop December Declining a call Entering an activity codeTelephony End Placing a call on hold Releasing a call on holdEnd 32 NN44400-114 Contact Center Agent Desktop December Conferencing in another agent Transferring a call Ending a call Conferencing in a supervisorCalling your supervisor 34 NN44400-114 Contact Center Agent Desktop December Using Dtmf digits Making a callClick Initiate Call again Using the Emergency key Observing a call36 NN44400-114 Contact Center Agent Desktop December Barging in on a call End 38 NN44400-114 Contact Center Agent Desktop December Ending your observation Outbound calls and callbacks Accepting an outbound contact Outbound calls and callbacksEnd 40 NN44400-114 Contact Center Agent Desktop December Placing an outbound call Declining an outbound contact Using a script Recording the result42 NN44400-114 Contact Center Agent Desktop December Ending the call Scheduling a callbackStep Action Click the Disposition codes tab Calling the customer Step Action Click Schedule Callback44 NN44400-114 Contact Center Agent Desktop December End NN44400-114 Contact Center Agent Desktop December 2010 Page Predictive Outbound Prerequisites for Predictive Outbound Predictive Outbound48 NN44400-114 Contact Center Agent Desktop December Changing to Ready status Click Go ReadyPredictive Outbound statuses Description Actions Allowed 50 NN44400-114 Contact Center Agent Desktop December Changing to Not Ready status Changing to Not Ready status when on a contact Handling a Predictive or Progressive callPredictive Outbound Click Go Not Ready Handling a Preview call Handling a Paced callPredictive Outbound End 52 NN44400-114 Contact Center Agent Desktop December Handling a manual call Cancelling a call 54 NN44400-114 Contact Center Agent Desktop December Click Transfer 56 NN44400-114 Contact Center Agent Desktop December Click Conference Hanging-up and leaving a conference call End 58 NN44400-114 Contact Center Agent Desktop December Ending a contact Step Action Click Initiate a Call Originating a call Predictive Outbound Click Schedule Callback Schedule Callback fields Field Descriptions60 NN44400-114 Contact Center Agent Desktop December Handling a standard callback call 62 NN44400-114 Contact Center Agent Desktop December Handling a non-standard callback call End NN44400-114 Contact Center Agent Desktop December 2010 Page Example of e-mail toolbar Mail 66 NN44400-114 Contact Center Agent Desktop December Mail Mail editing and formatting controls Control Function Following table shows the e-mail feature buttons Accepting an incoming contact Declining an incoming contact68 NN44400-114 Contact Center Agent Desktop December Replying to an e-mail message Verifying customer information 70 NN44400-114 Contact Center Agent Desktop December Click Create Email Creating an e-mail message Removing a name from the recipient list Using the address book to reply to a contact Creating a template response Defining your default template folder Defining your default attachment folder Using a template responseAdding an attachment to your e-mail response 74 NN44400-114 Contact Center Agent Desktop December Viewing e-mail attachments Removing an attachment from an e-mail responseStep Action Click Insert File End 76 NN44400-114 Contact Center Agent Desktop December Using the spelling checker Postponing work on a contact Closing the e-mail contact Transferring a contact within the contact center Following up on a contactStep Action Click Follow-up Step Action Click Transfer Transferring a contact outside the contact center Printing contact detailsClick Transfer End Mail 80 NN44400-114 Contact Center Agent Desktop December Accepting an incoming fax message Fax message Reviewing a fax message Declining an incoming fax messageReplying to a fax message Fax message Closing a fax message Transferring a fax message Accepting an incoming scanned document message Scanned document Reviewing a scanned document message Declining an incoming scanned document messageScanned document End 86 NN44400-114 Contact Center Agent Desktop December Closing a scanned document message Replying to a scanned document message Transferring a scanned document Accepting an incoming voice mail message Voice mail messages Listening to a voice mail message Declining an incoming voice mail messageVoice mail messages End 90 NN44400-114 Contact Center Agent Desktop December Closing a voice mail message Replying to a voice mail message Transferring a voice mail message Accepting an incoming SMS text message Short Message Service text message Declining an incoming SMS text message Short Message Service text messageReplying to an SMS text message 94 NN44400-114 Contact Center Agent Desktop December Using the spelling checker Closing an SMS text message contact Transferring an SMS text message96 NN44400-114 Contact Center Agent Desktop December Short Message Service text message Page Web communications Web communications Accepting a Web communications contact Declining a Web communications contact Customizing a tab name Adding an auto-phrase to a chat message Sending a chat messagePushing a Web page to a customer Click the Send the Message icon Step Action Chat box, select Push the selected web page icon Transferring a chat session Ending the Text Chat session Conferencing a chat sessionClick Complete Conference 104 NN44400-114 Contact Center Agent Desktop December Sending the chat log in an e-mail message Page Prerequisites for instant messaging Instant messaging Declining an instant message Accepting an instant messageInstant messaging 108 NN44400-114 Contact Center Agent Desktop December Sending an instant message Using an auto-phrase Using spelling checker in an instant message Using suggested Web pagesViewing personnel using Contacts Presence 110 NN44400-114 Contact Center Agent Desktop December Click Complete Transfer Transferring an instant message using Contacts Presence Consulting on an instant message using Contacts Presence Conferencing an instant message using Contacts Presence112 NN44400-114 Contact Center Agent Desktop December Instant messaging Click Complete Conference Transferring an instant message using the work item control Ending an instant message Conferencing an instant message using the work item control Click Close Page Control Agent Statistics Viewing the Skillset statistic chart Accessing the Agent Statistics tabPrerequisites for Agent Statistics Agent Statistics Enabling Service Level alerts Viewing the Agent statistic chart End 120 NN44400-114 Contact Center Agent Desktop December Using the Statistics Ticker Prerequisites for working with customer and contact details Customer and contact details Customer and contact details Creating a customer recordStep Action Customer Details window, click Create End 122 NN44400-114 Contact Center Agent Desktop December Searching for a customer Adding or editing customer informationStep Action Click Customer Search Copying a CCT intrinsic Viewing a CCT intrinsic Running a CCT intrinsic-associated application Viewing the Auto Launch Application Customer and contact details End Searching for a contactStep Action Click Contact Search 126 NN44400-114 Contact Center Agent Desktop December Viewing a contact Printing search results End 128 NN44400-114 Contact Center Agent Desktop December Opening a contact Selected contacts are highlighted blue Closing contacts supervisors only