Contact Centers are a requirement at nearly every level of business, from very small informal groups of 5 or 10 “customer service reps”, to large formal campaigns that can involve thousands of agents.
However, customers in the small business market are generally very nervous about making such a high profile investment in a “contact center solution.” They require a “business intelligence solution” that deploys easily, can be managed with very little training, and can provide statistics on each segment of the business. Small Businesses also do not have the resources for extra IT staff to administer databases, servers, etc, so they need a solution that can be easily understood by their own employees. It should operate as a service to each of the clients.
IP Office Customer Call Reporter Concept
IP Office Customer Call Reporter is Avaya’s new server based contact center product designed explicitly for small businesses. Drawing upon the latest web and design technologies the IP Office Customer Call Reporter introduces significant new capabilities to effectively and efficiently manage a multi-site call center environment. The product focus is on ease of use and deployment simplicity to ensure improved ongoing productivity and lower support costs.
In its native web server environment the IP Office Customer Call Reporter can be simply installed onto a single server without the need for any client software deployment. Administration and management of the call center is carried out via a thin client through a secure password protected web browser session.
IP Office Customer Call Reporter Key Features
The IP Office Customer Call Reporter reporting package has been simplified to enable the user to easily retrieve the reporting information they need from one of seven standard drag and drop report templates. The IP Office Customer Call Reporter offers “cradle to grave” reporting for businesses that want to track specifically how a call was routed through their business. The historical reporting is accessed via the Supervisor login and corresponding view as shown below.
IP Office Customer Call Reporter Report Templates
The following main report templates are available with IP Office Customer Call Reporter:
Creating an IP Office Customer Call Reporter Report
From the seven basic report templates within IP Office Customer Call Reporter, a user can create over 100 different reports depending upon how they want to see the information that is most useful for their business. All standard report templates have common fields that can be completed to create a report. And when entering details in a field a wildcard can be used to represent everything. The common fields are listed below:
Filters can be used in the report to provide exactly the type of information the customer is looking for. The filter field is used to refine the data and offers the following options in a drop down list; All, Answered, Refused, Refused Overflowed, Overflowed All, Overflowed Off PBX, Overflowed on PBX, Transferred and Lost Calls. The default setting is all.
Reports can also be scheduled for future delivery to any network printer or email address in any of the supported formats.
Call Details Report
Call Summary Report
For the release of IP Office R6, Customer Call Reporter now provides a browser based wallboard that can be used in businesses who want to display key statistics in a group area, such as on an LCD television screen.
The wallboard has the ability to display all the statistics currently available within Customer Call Reporter, but can also provide two additional new features:
In addition to this, the wallboard can also be customized with the company’s logo and colors. Also, there is no limit to the number of statistics that can be displayed (caution: adding too many statistics may cause the displayed statistics to be too small to be viewed reasonably).
Customer Call Reporter provides real time monitoring of call center activity. This is achieved via a thin client web browser session logged onto the IP Office Customer Call Reporter server. Within the supervisor client a user can program up to 3 different views of their call center. This is a very useful feature as now a supervisor can divide their responsibilities into different views and compare the results of those views.
For example, assume that a call center supervisor is responsible for the following hunt groups in IP Office; Computer Sales (201), Monitor Sales (202), Warranty Service (203), and non-Warranty service. The Supervisor can create two separate views entitled “sales” and “service” and compare the number of calls, length of call, etc. This allows a supervisor to see a whole system as it relates to the business function (sales, service).
The Supervisor views are private and can only be seen with a login. A view may be created that shows specific Hunt Group and Agent statistics as well as Alarms and Warnings. Each of the three views are summarized and made available to any Agents when they login and select their corresponding Supervisor. An example of the Supervisor real-time view is shown below:
The Customer Call Reporter provides different levels of alarms for the supervisor and agent to properly manage their call center activity. As parameters move from a normal to alarm state, the color of the field within the realtime view will change depending upon the level of alarm; white for normal, yellow for caution, red for alarm, and blue for alarm acknowledged. The following statistics can have alarms set against them within the IP Office Customer Call Reporter:
In Customer Call Reporter, the Agent view is part of the agent reporting license, every licensed agent will be able to run their own view. An Agent is able to login via a thin client web browser session and associate with a Supervisor. The Agent view also displays any alarms that have been set by the Supervisor and is featured to act as a PC Wallboard display.
The Customer Call Reporter provides detailed statistics to help small businesses understand exactly where a call has been within the business. Statistics are measured against (also refer to the table below):