Avaya BCMR Desktop Reporting

Pedro A. Suarez Avaya Technology And Consulting pasuarez@avaya.com

2005 Avaya Inc. All rights reserved.

Agenda

BCMR Desktop Deployment Architecture

Real Time Graph Reports

Real Time Pie Reports Real Time Textual Reports Time Trace Reports Wallboard Displays Historical Reports

2005 Avaya Inc. All rights reserved.

BCMR Desktop Reporting Deployment Architecture

Windows 2000 or XP Server and Clients Supports up to 200 Agents

1, 5 or 10 Supervisors (requires proper hardware USB key according to the license purchased)
Single ACD and Single Server Configuration 1 year Historical Information in Internal Database
Avaya Communication Manager BCMR Desktop Server

IP
Firewall Security

IP IP

IP

IP LAN/WAN

BCMR Desktop Client

Agents Local or Remote

2005 Avaya Inc. All rights reserved.

BCMR-D Calculating Server Disk Space required

For splits/skills, agents, VDNs and trunk groups measured by BCMS, the following formula is an approximate guide to the space required in megabytes for each days historical data when the interval measured is an hour **. Disk Space (Per Day) # splits/skills + # agents + # trunk groups + #VDNs

=
(370) * BCMS interval in hours

For example, a Call center with 5 Skills, 50 Agents, 5 Trunk Groups, 5 VDNs measuring at 1 hour Intervals Disk Space (Per Day) 5 + 50 + 5 + 5 = (370) * 1 = 0.176 MB or 176KB

or 352 KB if it is measured at a Half Hour Interval **

2005 Avaya Inc. All rights reserved.

What Can I Do Using BCMR Desktop Reporting Server? Connect to Avaya Communication Manager system Disconnect from Avaya Communication Manager system Download historical data from Avaya Communication Manager system Schedule historical data downloading on a regular basis Register wallboards Register Clients Manage historical data Perform maintenance on the database View the error log.
2005 Avaya Inc. All rights reserved.

What Can I Do Using BCMR Desktop Reporting Client?

Connect to a BCMR Desktop server Receive real-time data from the ACD system and display it in textual and graphical form on a PC monitor Print real-time textual reports Display real-time data
As Wallboard Displays on a monitor that mimic the display capabilities of external wallboards used in call centers On several types of external wallboards

Specify alerts on real-time data items to provide a visual or visual/audible indication that the item has exceeded or fallen below the threshold alert level Create and print Historical Reports from the downloaded historical data Schedule the printing of Historical Reports Save and reopen all types of reports View the error log Display stored historical data in a table format using Microsoft Access or Microsoft Excel*.
2005 Avaya Inc. All rights reserved.

Real-Time Graph Reports

Split/Skill Summary: Summary information about one or more splits/skills
Split/Skill Details: Detailed information about one split/skill Agent Summary: Data items for all agents logged into a single split/skill. VDN Summary: Details relating to calls processed by VDNs

2005 Avaya Inc. All rights reserved.

Real-Time Pie Chart Reports

Agent Work States for Split/Skill Shows a full domain of agent attributes for one split/skill Agent Call Summary Shows a full domain of attributes for one agents work in one split/skill VDN Call Summary Shows a full domain of attributes for one VDN.

2005 Avaya Inc. All rights reserved.

Real-Time Text Reports

System Summary Real-Time Text Report: Displays predetermined attributes of one or several splits/skills that you select. Split/Skill Summary Real-Time Text Report: Displays predetermined attributes of a single split/skill that you select. VDN Summary Real-Time Text Report: Displays predetermined attributes of one or more VDNs that you select.

2005 Avaya Inc. All rights reserved.

Wallboard Displays
Wallboard Display is a window on the PC screen that mimics the behavior of an external wallboard. When you create a display on your monitor, you can send it to be displayed on an external wallboard. Split/Skill Summary: Displays values of one or more data items over one or more splits/skills. Split/Skill Details: Displays values of one or more data items for one split/skill. Agent Summary: Displays values of one or more data items for one or more agents in one split/skill. VDN Summary: Displays values of one or more data items for several VDNs.

2005 Avaya Inc. All rights reserved.

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Time Trace Reports

Time Trace Reports show the value of a single attribute (i.e, Call Waiting, Average Speed of Answer) for a single measured entity (agent, split/skill, or VDN) over a period of time. Split/Skill Summary Data Time Trace: Shows variations in the value of a single data item for a single split/skill over time. Split/Skill Details Time Trace: Also shows variations in the value of a single data item for a single split/skill over time. Agent Data Time Trace: Shows variations in the value of a single attribute for a single agent over time. VDN Data Time Trace: Shows variations in the value of a single attribute for a single VDN over time.

2005 Avaya Inc. All rights reserved.

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Historical Reports
Agent: Displays data for one, several, or all agents. Agent activity data is for all splits/skills that each agent was logged into during the reporting interval. Agent Summary: Displays data for one, several, or all agents. Agent activity data is for all splits/skills that each agent was logged into during the reporting interval. Split/Skill: Displays data for one or more splits/skills during the reporting interval. Trunk: Displays data for one or more trunk groups on the Avaya Communication Manager system. VDN: Displays data for one or more VDNs measured by BCMS. Abandoned Calls Split/Skill: Displays a summary of abandoned calls by split/skill, during the reporting interval. Abandoned Calls VDN: Displays a summary of abandoned calls by VDN during the reporting interval. Overflowed Calls Split/Skill: Displays a summary of the overflowed calls, by split/skill, during the reporting interval. Overflowed Calls VDN: Displays a summary of the overflowed calls, by VDN, during the reporting interval.
2005 Avaya Inc. All rights reserved.

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Historical Report sample

2005 Avaya Inc. All rights reserved.

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Avaya BCMR Desktop Reporting

Thanks !

2005 Avaya Inc. All rights reserved.

Official Convergence Communication Provider for the 2002 and 2006 FIFA World Cup FIFA Womens World Cup USA 2003

2005 Avaya Inc. All rights reserved.

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