Reporting, real-time and historical

Avaya IP Office combined with Avaya Call Reporter lets you take your business telephony and communications to a higher level. It offers features such as advanced call routing, voicemail, conferencing and more, all in one powerful and scalable package. Avaya Call Reporter is a powerful reporting solution that gives you insight into how your communications environment is performing. It lets you easily track calling behaviour, call costs, call trends and other key statistics. Whether you run a small business or manage a large contact centre, Avaya IP Office and Avaya Call Reporter are the perfect combination for you.

The benefit for you: steering your organisation and departments on the basis of real insight into your availability.

Find out how these solutions can transform your business, and feel free to contact us for more information or to request a demonstration.

These days, real-time availability is often shown on a TFT screen in the department concerned.

Available Reports:

Agent Report
Detail:
— Activity Event
— Call Detail Report
Summary:
— Performance Summary
— WG Calls and Direct Call Activity Summary Report
— State Summary Report
— WG Inbound Calls Summary Report
— WG Outbound Calls Summary Report
— Direct Calls Summary Report
Analysis:
— Call Volume Analysis
— Average WG Call Handling Time Analysis
— % Contribution to each WG (Inbound/Outbound)
— WG Call Handling Time Distribution

Workgroup Report
Detail:
— Call Detail Report
Summary:
— Agent(s) State
— Agent(s) Performance Summary
— Agent Call Activity Summary with % Analysis
— Agent Call/Time Contribution % Comparison
— Inbound/Outbound Call Summary with % Analysis
— Inbound Calls Wait Time Summary
— Inbound Call Handling Summary
— Outbound Call Handling Summary
Analysis:
— Inbound Answered Call Wait Time
— Inbound Abandoned Call Wait Time
— Inbound Overflowed/Redirected Calls Wait Time
— Inbound Calls Answering Time
— Outbound Call Handling Time
— Inbound Call Priority
— Cumulative Inbound/Outbound Call
— Cumulative Inbound Call Wait Time
— Cumulative Inbound Call Handling
— Cumulative Outbound Call Handling
— Total & % Inbound Calls ANS/ABN/OFL
— Total & % WG Inbound Calls in Queue
— Average Call Handling Time
— Total Outbound Calls
— Total Outbound Calls Handling Time
— Daily Max Number of Calls in Queue
— Daily Longest Queue Time
— Daily Real Time Service Level