bcmr presentation

© 2005 Avaya Inc. All rights reserved.

Avaya BCMR Desktop ReportingAvaya BCMR Desktop Reporting

Pedro A. Suarez

Avaya Technology And Consulting

[email protected]

2© 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


BCMR Desktop Reporting Deployment Architecture

Agents – Local or Remote

IP

IP LAN/WANFirewallSecurity

AvayaCommunicationManager

IP

IP

BCMR Desktop Client

BCMR Desktop Server

IP

Windows 2000 or XP Server and Clients

Supports up to 200 Agents1, 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


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 day’s historical data when the interval measured is an hour **.

# splits/skills + # agents + # trunk groups + #VDNs

(370) * BCMS interval in hours

Disk Space(Per Day) =

5 + 50 + 5 + 5

(370) * 1

Disk Space(Per Day) = = 0.176 MB or 176KB

For example, a Call center with 5 Skills, 50 Agents, 5 Trunk Groups, 5 VDNs measuring at 1 hour Intervals

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


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.


What Can I Do Using BCMR Desktop Reporting Client?

Connect to a BCMR Desktop serverReceive 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 wallboardsSpecify 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*.


Real-Time Graph ReportsSplit/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


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 agent’s work in one split/skill

VDN Call Summary— Shows a full domain of attributes for one VDN.


Real-Time Text ReportsSystem 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.


Wallboard Displays

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.

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.


Time Trace Reports

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.

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.


Historical ReportsAgent: 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.


Historical Report sample


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