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In its native web server environment the Avaya IP Office Customer Call Reporter CCR supports up to 150 Agents and 30 Supervisor logins and 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 using a thin client through a secure password protected web browser session.

• Real time call center activity monitor.
• Microsoft server based with thin client (web browser) client connections.
• Simplified installation and maintenance.
• Six reporting templates provide drag and drop and user defined filter options in CCR.
• Three customizable views per Supervisor with Avaya CCR
• Report Scheduler for printing and email of daily, weekly and monthly reports.
• Configurable Alarm thresholds and Alarm views.
• Reports on Avaya IP Office Busy Not Available Reason Codes
• Multi-lingual capable. Includes 7 languages for browser access and reporting.
• Avaya CCR supports up to 30 Supervisors and 150 Agents.

Avaya Customer Call Reporter CCR - Reports / Alarms / Graphs

• Supervisor and Agent Real Time Views
• Real Time Alarms
• Real Time Graph
• Historical Reporting
• Call Summary Report
• Call Details Report
• Agent Summary Report
• Alarm Report
• Trace Report
• Voicemail Report
• Report Scheduler
• Hardware

Supervisor and Agent Real Time Views

Avaya IP Office Customer Call Reporter CCR provides real time monitoring of call center activity for both Supervisors and Agents. This is achieved with a thin client web browser session logged onto the IP Office Customer Call Reporter server. A Supervisor can program up to 3 distinct real time views of their call center. An Agent can then login and select a  Supervisor and view the statistics for themselves and those Queues that they are a member of

A simple drag and drop method is used to setup over a 100 variations of Queue and Agent call statistics

Real Time Alarms

Alarm thresholds can be set for each statistic that allows both warning and critical alarms to be monitored in real time. The alarms are also written to the database and are also available for historical reporting within CCR

Real Time Graph

A real time graph is available on the menu bar that provides a graphical view of the real time call data for both Queues and Agents for any selected real time call statistic

Historical Reporting

The Avaya IP Office Customer Call Reporter CCR reporting package has been designed to enable the user to easily retrieve the call information they need using one of six standard drag and drop report templates. The IP Office Customer Call Reporter offers a flexible reporting method for businesses that want to track how a call was routed through their call centre. The historical reporting is accessed by a Supervisor using a web browser

From the six basic report templates within Avaya IP Office Customer Call Reporter CCR, a call centre Supervisor can create over 100 different reports using the various call filters that include: All, Answered, No Answer, Overflowed Lost, Overflowed Answered, Transferred, Lost Calls, and Routed to Voicemail. The data returned by the reports can be grouped by: Hour, Day, Week, Queue, Agent, CLI, DDI and Account Code

Call Summary Report

The Avaya CCR Call Summary Report can be run against any one of the following targets: Queue, View, Agent, DDI, CLI and Account Code. The Answer and Lost Call threshold report parameter can be adjusted in order to manipulate the Average Answer % and Grade of Service (GOS) calculations on a per report basis

Call Details Report

The Call details Report can be run against any one of the following targets: Queue, View, Agent, DDI, CLI and Account Code. The data returned by the report can be grouped by: Hour, Day, Week, Queue, Agent, CLI, DDI and Account Code

Agent Summary Report

The Agent Summary Report can be run against any one of the following targets: Queue, View, and Agent

Alarm Reports

The Alarm Report totals show the number of warning and critical alarms that have exceeded their thresholds, as configured by the call center Supervisors within their respective real time views in CCR.

Trace Report

The Trace Report can be run against any one of the following targets: Agent, CLI and Call Reference. The Trace Report lists in chronological order all the events, date and time stamped, that involved the target selected

Voicemail Report

The Voicemail Report reports on calls that are answered and lost in the voicemail call flow. The data returned by the report can be grouped by: Hour, Day, Week, CLI and DDI.

Avaya CCR Report Scheduler

Avaya Reports can be run manually or scheduled to run on a daily, weekly or monthly basis. The option is also available to schedule the report to a printer or distribute by email in any of the following formats: Crystal, Excel, Word, PDF or Rich Text. Using Avaya Customer Call Reporter ccr.

Avaya CCR Hardware Requirements

The following are the recommended minimum requirements for the PC hosting any components of the Avaya IP Office CCR Customer Call Reporter server application

• Processor Intel Pentium D945 Dual Core or AMD 64 4000+
• RAM 2GB
• FREE HARD DISK SPace 30GB
• DVD Drive for installation for Avaya CCR install disc

Useful Links

• Avaya CCR Customer Call Reporter Product Brochure
• Avaya Phones
• Avaya Phone Systems
• http://www.globaltalk.com.au/