Avaya NN44400-710 manual Performance management fundamentals, Filters

Performance management fundamentals

This section provides an overview of performance management reporting tools and utilities.

Navigation

•Filters (page 11)

•Thresholds (page 12)

•Historical statistics (page 12)

•Real-time statistics (page 12)

•Access and partition management (page 13)

•Crystal Reports (page 13)

Filters

In Avaya Aura™ Contact Center, you can create filters. Each filters contains only one type of data: skillsets, applications, route numbers, route names, DNIS numbers, or DNIS names. However, you can use the Contact Server filter-importing utility to import filters into Contact Center Manager Administration that you create and save in the Avaya Aura™ Contact Center. After, you can add various types of data to the filters.

You can configure skillset, application, and agent filters, and filters with a combination of the three data types.

Use filters to specify the skillset, application, and agent data that you want to see in the real-time displays. In the Filters window, configure the filters from all elements in the partition assigned to you. After, you can assign the filters to your private real-time displays.

The real-time displays show subtotals of data for each filter, which further divide into the subtotals for each site that belongs to the filter. For network consolidated real-time displays, the system calculates the network total for each of the two types of statistics:

•for raw statistics, such as the number of calls answered, the network total is the sum of all filter subtotals.

•for calculated statistics, such as the average answer delay, the network total is the amount reached after applying the appropriate formula to the sum of all individual statistics in the column. The system does not use the subtotal values in this calculation.

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