Avaya NN44400-710 manual Thresholds, Historical statistics, Real-time statistics

Performance management fundamentals

With the filters feature you select the sites and site resources to include in a network consolidated report, for example, the Network Consolidated Skillset Performance Report. After you create a filter, you can include the filters whenever you generate a report. You can create multiple filters, by selecting different sets of sites and resources for reporting.

You can also run filters from Historical Reporting in Contact Center Manager

Administration.

Thresholds

You can assign threshold alerts to real-time and graphical displays. Assign colors to threshold settings to highlight text when a threshold level is exceeded.

You can define threshold values for system activity. These values result in three operational levels:

•Below level 1: Based on the statistic type. The level can indicate normal contact center operation and no action required (that is, the lower the number of calls waiting, the better), or it can signify an alert situation that requires attention.

•Greater than or equal to level 1 and less than or equal to level 2: This level can indicate a required action to prevent contact center performance from moving beyond acceptable operating levels.

•Above level 2: Based on the statistic type, this level can mean normal contact center operation and no action required (that is, the higher the service level percentage, the better), or it can signify an alert situation that requires attention.

Historical statistics

Use the Historical Reporting component to generate reports detailing the past performance of a contact center. In the Historical Reporting window, you can select the server in Contact Center Manager Server from which you want to run and schedule performance, configuration, and network reports (if you work in a networked environment). These reports can help you to monitor system performance by providing information about system activity.

You must have Historical Statistics access to configure the Historical statistics. You can configure historical statistics collection options, such as the values for general system parameters, the types of call flow, agent, and IVR historical statistics to be collected, and the applications for which call-by-call data collects.

Real-time statistics

The Contact Center Manager Administration Real-Time Reporting displays provide up-to-date statistics for your contact center and resources. You can view changes in call activity in real time, such as the number of calls waiting to be answered, the number of agents assigned to each skillset, and the number of abandoned calls.

12 NN44400-710 Contact Center Performance Management 12 November 2010