Using Avaya IP Office Integrated Contact Reporter

Transcription

1 Using Avaya IP Office Integrated Contact Reporter Release 10.1 Issue 1 June 2017

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5 Contents Chapter 1: Introduction... 7 Purpose... 7 Change history... 7 Chapter 2: Getting started... 8 IP Office Integrated Contact Reporter requirements... 9 Certificate configuration Configuring Google Chrome and Internet Explorer to accept certificates on Windows Configuring Firefox to accept certificates on macos and Windows Configuring Safari on macos to accept certificates Configuring Google Chrome on macos to accept certificates Adding a certificate to Keychain Access on macos Logging in to the user interface Logging out of the user interface Chapter 3: Navigation User interface options Functionality and statistics Agent and supervisor Home screen functionality Telephony screen functionality Supervisor Realtime Information and Reporting screen functionality Part 1: Agent operations Chapter 4: General agent operations Viewing systemwide telephony statistics Viewing hunt group information and statistics After Call Work and After Call Work Extend Work and break time statistics Starting and ending a break How to allow work and break time but not calls Chapter 5: Managing calls in the user interface Supported call scenarios Answering calls Making calls Putting calls on hold Transferring calls Making conference calls Ending calls Part 2: Supervisor operations Chapter 6: Realtime information Viewing hunt group information in realtime June 2017 Using Avaya IP Office Integrated Contact Reporter 5

6 Contents Viewing agent information in realtime Chapter 7: Reports Generating reports Viewing reports Historical reports Agent Summary Report Call Detail Report by Agents Call Detail Report by CLI Call Detail Report by Hunt Group Call Summary Report by Agents Call Summary Report by CLI Call Summary Report by Hunt Group Call Summary Report by Time Bucket Appendix A: Resources Documentation resources Finding documents on the Avaya Support website Viewing Avaya Mentor videos Support Using the Avaya InSite Knowledge Base Additional IP Office resources June 2017 Using Avaya IP Office Integrated Contact Reporter 6

7 Chapter 1: Introduction Purpose This document provides contextual information and step-by-step procedures on using Agent and Supervisor functionality in the IP Office Integrated Contact Reporter. Administration functionality is not available in the application. You can perform administration tasks in IP Office Web Manager. Change history This is a new document that is being issued for the first time. In future releases, this section will describe major changes made in the document. June 2017 Using Avaya IP Office Integrated Contact Reporter 7

8 Chapter 2: Getting started With the IP Office Integrated Contact Reporter user interface (UI), you can access and use IP Office agent and supervisor functionality. You can define users and change user privileges with IP Office Web Manager. In Release 10.1, only incoming external calls are reported in both realtime and historical reporting. In Release 10.1, the realtime statistical information across the user interface is view-only and cannot be customized. The following table summarizes agent and supervisor functionality. Depending on your privileges and configuration, some functionality might be unavailable. Agent functionality Access the Home screen to view statistics and log in to your agent groups. Telephony statistics include the service factor, the number of abandoned calls, the number of answered calls, and the number of logged-in and available agents. View statistics related to other agents, such as the number of logged-in agents and the number of available agents. Access the Telephony screen to make and receive audio calls. You can also access the call control, consultative transfer, unsupervised blind transfer, and conference functionality. You can make an outbound call in the After Call Work (ACW) state or while you are not on a call. Video calls are not currently supported. Access the navigate pane to start and end breaks and log out of the UI. Supervisor functionality Access the Home screen. Functionality same as it is for agents. Access the Telephony screen. You can act as an agent to perform customer service tasks, such as answering an incoming call. Functionality same as it is for agents. Access the Realtime Information screen to monitor hunt groups and agents. You can expand these items to view details. For example, if you expand a hunt group, you can see the current customer service statistics and the status of all agents in the group. Access the Reporting screen to view and generate historical reports. An administrator must configure the types of reports that you can generate from the UI. You can change report parameters, such as report type and date ranges, before generating a new report. In Release 10.1, you cannot schedule, customize, or export reports. June 2017 Using Avaya IP Office Integrated Contact Reporter 8

9 IP Office Integrated Contact Reporter requirements IP Office Integrated Contact Reporter requirements on page 9 Certificate configuration on page 10 Logging in to the user interface on page 14 Logging out of the user interface on page 15 IP Office Integrated Contact Reporter requirements The following are the requirements for IP Office Integrated Contact Reporter: Avaya one-x Portal for IP Office Endpoint support - Support for the following Avaya deskphones: 1400,1600, 9500, and 96x0 (H.323) and 96x1 (H.323) - Support for Avaya Communicator for Windows License support: The following licenses are required: - ICR Agent for agent users - ICR Supervisor for supervisor users - Endpoint licenses Integrated Contact Reporter supports a screen resolution of 1280 x 850 pixels and higher. Adaptive sizing of the screen is not supported. The layout depends on the size of your browser window. Integrated Contact Reporter is supported on web browsers running on Windows or macos. Each browser supports different operating systems. The following table provides browser and operating system support information. For more information about interoperability, see Important: Avaya recommends using the latest version of the browsers. Web browser Windows support macos support Internet Explorer (IE) 1 Windows 7 Windows 8.1 Windows 10 Google Chrome Windows 7 Windows 8.1 Not supported macos Yosemite and higher Table continues 1 If you are using IE 11 through an intranet connection, ensure that the Display intranet sites in Compatibility View check box in the Compatibility View Settings dialog box is cleared. June 2017 Using Avaya IP Office Integrated Contact Reporter 9

10 Getting started Web browser Windows support macos support Windows 10 Mozilla Firefox Windows 7 Windows 8.1 Windows 10 macos Yosemite and higher Safari Not supported macos Yosemite and higher Getting started on page 8 Certificate configuration To access the IP Office Integrated Contact Reporter, you must configure your browser to accept IP Office certificates. You do not need to perform this task if your administrator has installed a genuine certificate from a trusted certificate authority (CA). The following procedures provide guidelines for different browsers and operating systems. The same Firefox instructions can be used for Windows or Mac. If you are using a Chrome browser, the instructions vary for Windows and macos. Getting started on page 8 Configuring Google Chrome and Internet Explorer to accept certificates on Windows on page 10 Configuring Firefox to accept certificates on macos and Windows on page 12 Configuring Safari on macos to accept certificates on page 13 Configuring Google Chrome on macos to accept certificates on page 13 Adding a certificate to Keychain Access on macos on page 14 Configuring Google Chrome and Internet Explorer to accept certificates on Windows About this task All users on the same computer must perform the following procedure to configure the browser to accept IP Office certificates. June 2017 Using Avaya IP Office Integrated Contact Reporter 10

11 Certificate configuration Procedure 1. In your browser, enter where xxx.xxx.xxx must be replaced with the host name or IP address of the IP Office server. If you use the IP address, the system displays a certificate error and may also produce an error at login. 2. In Google Chrome, do the following: a. Next to the address bar, click the red cross. b. Click Certificate information. 3. In Internet Explorer, do the following: a. In the browser window, click Continue to this website. b. Next to the address bar, click Certificate error. c. Click View certificates. 4. In the Certificate dialog box: a. Click the Certification Path tab. b. Click the first node in the tree. c. Click View Certificate. 5. In the next Certificate dialog box: a. Click the Details tab. b. Click Copy to file. 6. In the Wizard that displays: a. Click Next twice. b. To choose a folder, click Browse and enter a file name. c. Save your changes. d. Click Next > Finish. 7. When prompted to close all dialog boxes, click OK and exit the browser. 8. In Windows Explorer, locate the file that you saved in step 6.b on page 11, and then do the following: a. Right-click the file and click Install certificate. b. Click Next. c. Click Place all certificates in the following store. d. Click Browse > Trusted Root Certification Authorities. e. Click OK > Next > Finish. June 2017 Using Avaya IP Office Integrated Contact Reporter 11

12 Getting started Result f. In the Warning dialog box, click Yes > OK. 9. (Optional) Delete the file that you created in step 6.b on page 11. You can now browse the application website without certificate warnings using the host name. If you used the IP address, the system displays a certificate error and may also produce an error at login. Certificate configuration on page 10 Configuring Firefox to accept certificates on macos and Windows About this task All users on the same computer must perform the following procedure to configure the browser to accept IP Office certificates. Procedure 1. In your browser, enter where xxx.xxx.xxx must be replaced with the host name or IP address of the IP Office server. If you use the IP address, the system displays a certificate error and may also produce an error at login. 2. Click I understand the risks > Add Exception. 3. In the dialog box, click View. 4. In the next dialog box: a. Click the Details tab. b. To highlight the top row, in the Certificate list, click the top root node. c. Click Export. d. Select a folder and ensure the file has a.crt extension. e. Click Save > Close. 5. Select Options from the Tools menu or next to the toolbar. 6. Click Certificates > View Certificates. 7. From the Authorities tab, do the following: a. Click Import. b. Select the file that you created in step 4.d on page 12 and click Open. June 2017 Using Avaya IP Office Integrated Contact Reporter 12

13 Certificate configuration Result 8. In the dialog box, do the following: a. Select Trust this CA to identify web sites. b. Click OK, close the dialog boxes, and then exit the browser. 9. (Optional) Delete the file that you created in step 4.d on page 12. You can now browse the application website without certificate warnings if you had used the host name. If you used the IP address, the system displays a certificate error and may also produce an error at login. Certificate configuration on page 10 Configuring Safari on macos to accept certificates Procedure Result 1. In your browser, enter where xxx.xxx.xxx must be replaced with the host name or IP address of the IP Office server. 2. Click Show Certificate in the Warning window. 3. Select the Always trust check box. 4. Click Continue. 5. Enter your operating system password to confirm the Certificate Trust Settings change. In the future, the browser will trust the certificate from the IP Office server. Certificate configuration on page 10 Configuring Google Chrome on macos to accept certificates Procedure 1. In Google Chrome, enter Replace xxx.xxx.xxx with the host name or the IP address of the IP Office server. 2. With your mouse, hover over the red X on the padlock in the address bar. 3. Click Certificate information and then click Details. 4. Click and drag the image of the certificate to the desired location on your Mac. 5. Open Keychain Access on your Mac. June 2017 Using Avaya IP Office Integrated Contact Reporter 13

14 Getting started 6. At the bottom of the screen, click. 7. Navigate to the location of the saved certificate. 8. Select the certificate.cer file and click Open. In the future, the browser will trust the certificate from the IP Office server. Certificate configuration on page 10 Adding a certificate to Keychain Access on macos About this task Use this procedure if you already have the certificate.cer file. This procedure describes how to install your certificate in Keychain Access on macos. Procedure Result 1. Open Keychain Access on your Mac. 2. At the bottom of the screen, click. 3. Navigate to the location of the saved certificate. 4. Select the certificate.cer file. The certificate is added to Keychain Access. Certificate configuration on page 10 Logging in to the user interface About this task Use this procedure to log in to the IP Office Integrated Contact Reporter user interface (UI). If the UI or browser crashes or is closed before you log out, an improper session logout can occur and the logout process will not be properly completed on the server. In this situation, wait for approximately three minutes before you log in to the UI again to avoid an unexpected logout. This issue may occur because of the following additional scenarios: You perform a forced refresh using the F5 key. You try to open a new URL in the same browser window or tab where the UI is running. You use the Back or Forward browser buttons. June 2017 Using Avaya IP Office Integrated Contact Reporter 14

15 Logging out of the user interface Before you begin Get the IP Office server address from your system administrator. Procedure 1. With IP Office Integrated Contact Reporter, enter the following URL in your browser: address>:9443/integrated-reports Important: The secure link does not work in Safari browsers unless you install the required IP Office certificate in your Trusted store. Non-secure HTTP connections are blocked by the Cloud firewall. 2. On the Login screen, enter the following information: a. User name of the agent or supervisor user b. Password of the agent or supervisor user After three failed login attempts, you are locked out for a predefined time. You can ask your administrator to reset your password to unlock your user ID. By default, the lockout time is set to 60 seconds and you can attempt to log in 3 times before you are locked out. The lockout time can be changed by your administrator in the IP Office Web Manager. c. Your telephone extension number. 3. Click Login or press Enter. Getting started on page 8 Logging out of the user interface About this task Use this procedure to log out of the UI when your work shift ends. After you log out, you cannot receive calls until you sign in to your agent groups again. You cannot log out while you are on an active call. The system automatically signs you out of all agent groups if you do not answer an incoming call in the required time. Procedure 1. In the left navigation pane, click. 2. Click Log out. June 2017 Using Avaya IP Office Integrated Contact Reporter 15

16 Getting started Getting started on page 8 June 2017 Using Avaya IP Office Integrated Contact Reporter 16

17 Chapter 3: Navigation User interface options The following tables list key buttons and options in the Integrated Contact Reporter user interface (UI): Login screen UI Item Information The Settings button. It displays the server settings information for the application. The Information button. It displays the release information, including version and build information. The Information button is also available within the application after you log in. Navigation pane UI Item Information Home screen Telephony screen Queued calls: The green circle indicates the total number of incoming calls that are waiting in queue across the hunt groups. This statistic considers calls received on only the hunt groups that the agent or supervisor is a member of. Therefore, a supervisor cannot see queued calls for the hunt groups that the supervisor is monitoring but is not a member of. If the agent or supervisor is disabled in a hunt group that they are a member of, they can see the queued calls statistic but cannot answer the calls. The agent cannot know from the statistic to which hunt groups the queued calls belong. However, the Call area shows the hunt group information after the agent receives the call. Realtime and Reporting screens Includes a menu to access the Realtime Information and Reporting screens. User Panel Table continues June 2017 Using Avaya IP Office Integrated Contact Reporter 17

18 Navigation UI Item Information Click the icon to for the option to log out and to see the user s name, nickname, and extension information. Hunt Group Membership Telephony screen The number in the circle indicates the number of hunt groups you are enabled in. The green color of the circle indicates how many hunt groups you are enabled in out of the hunt groups of which you are a member. This is indicated by the color green filling the circle. For example, if you are a member of two hunt groups and enabled in one, the circle appears half in green. The number in the circle shows 1 to indicate the number of hunt groups you are enabled in. Work Time The time spent working during the current shift. Break Time and Break Settings The time spent on break during the current shift. Click the icon to start or end a break by selecting a configured break state. Break time is calculated only if the agent or supervisor is enabled in at least one hunt group. UI Item Information The Dial button dial or select a number from the contact list. The Phone button to call a contact or number. The Answer button to answer an incoming call. The Hang up button to end an active call. The Hold button to put an active call on hold. The Consultation button to initiate either a consultative or unsupervised call transfer or a conference call. The Transfer button to transfer the call. The Conference button to establish a conference call. The Extend ACW button to extend the After Call Work (ACW) or wrap-up time. Table continues June 2017 Using Avaya IP Office Integrated Contact Reporter 18

19 User interface options UI Item Information The End ACW button to end the ACW or wrap-up time. Gray dot indicates that the logged-in agent is not enabled in the hunt group. Green dot indicates that the agent is enabled in the hunt group. Red bar indicates that no agents are available (logged in) for the hunt group. Green bar indicates that one or more agents are available. Realtime Information screen For supervisors only. Lists only those UI items that are not easy to understand from the application UI. UI Item Information The Groups tab > hunt groups overview. Red bar indicates that no agents are available (logged in) for the hunt group. Green bar indicates that one or more agents are available. The Agents tab > agents overview. Circle color and stats indicate the number of hunt groups the agent is enabled in out of the hunt groups the agent is a member of. For example, if an agent is a member of two hunt groups but enabled only in one, then the circle will be half-green and the stats will be 1/2. The bar color and status indicate whether the agent is logged in or logged out. Green bar indicates that the agent is logged in and available. Gray bar indicates that either the agent is logged in but on a break or logged out. The Agents tab > agent details view. Circle color and stats indicate the number of hunt groups the agent is enabled in out of the hunt groups the agent is a member of. For example, if an agent is a member of two hunt groups but enabled only in one, then the circle will be half-green and the stats will be 1/2. Green square with a white phone indicate which hunt groups the agent is enabled in. June 2017 Using Avaya IP Office Integrated Contact Reporter 19

20 Navigation Functionality and statistics Agent and supervisor Home screen functionality On the Home screen, you can view general statistics, such as overall service levels and the average wait time for calls. You can also view the number of logged-in and available agents. Home screen statistics for agents and supervisors on page 20 Home screen statistics for agents and supervisors The statistics on the Home screen are for the entire contact center. Agents as well as supervisors see the same information on this screen. In Release 10.1, the realtime statistical information across the user interface is view-only and cannot be customized. The following table describes the key telephony statistics on the Home screen: Telephony statistics on the Home screen Statistic Abandoned Call Monitor Service Factor Description Abandoned call rate in percentage in the system. It will be the number of abandoned calls divided by the total number of calls targeted to all the hunt groups, in percentage. Following is the alarm and warning threshold configuration: The range for abandoned calls in percentage is from 0 to 20. The range for threshold is from 5 to 10. Abandoned calls percentage less than 5 is indicated by green Abandoned calls percentage more than 5 is indicated by orange Abandoned calls percentage more than 10 is indicated by red Calculated based on the answered and abandoned calls and their thresholds. Does not include calls routed to voic . Answered threshold: Default answered call threshold is 10 seconds. If call is answered before the end of 10th second, then it s a positive call and increases the service factor. If it is answered after 10 seconds, then it s not a positive call and reduces the service factor. Abandoned threshold: Default abandoned call threshold is 5 seconds. If call is abandoned or lost before the end of the 5th second, then it is excluded from the service factor calculation. If it is abandoned or lost after 5 seconds, then it s not a positive call and reduces the service factor. Table continues June 2017 Using Avaya IP Office Integrated Contact Reporter 20

21 Functionality and statistics Statistic Average Wait Time Description In Release 10.1, answered and abandoned call thresholds cannot be configured from the application. Therefore, it will be calculated based on the default internal values. Service Factor Calculation Service factor (in percentage) = (Positive calls/total calls) x 100 Where: Total Calls = Calls answered before Answered threshold + Calls abandoned after Abandoned threshold + Calls answered after Answered threshold Positive Calls = Calls answered before the answered threshold Example: Out of 25 calls in all hunt groups, 20 were answered within the target time, four were answered after 10 seconds, and one was abandoned after 5 seconds. The calculation would be 20/25 = 0.8. Therefore, the service factor would be 80%. Service Factor Levels Service factor range in percentage is from 0 to 100. And threshold range for service factor levels is from 60 to 80. Service factor of more than 80% is indicated in green Service factor of more than 60% is indicated in orange Service factor of less than 60% is indicated in red Where, green = positive service factor, orange = moderately-positive service factor, and red = negative service factor; improvement actions necessary. The sum of wait times divided by the number of hunt group calls answered by the agents in the hunt group. It will be the sum of the hunt group time and ring time. The answer time is measured from the time when the call arrives at the target (hunt group or agent). It does not include the delay between the time when a call is presented to a hunt group and the time when the call arrives at the target. For overflowed answered calls, it will be calculated against the original hunt group. Wait Time Levels Threshold range for wait time duration is from 300 to 600 (in seconds). Wait time duration of less than 300 sec is indicated in green Wait time duration of less than 600 sec is indicated in orange Wait time duration of more than 300 sec is indicated in red Table continues June 2017 Using Avaya IP Office Integrated Contact Reporter 21

22 Navigation Statistic Current Active Calls Answered Calls Abandoned Calls Logged In Agents Available Agents Description Where, green = positive wait time, orange = moderately-positive wait time, and red = negative wait time; improvement actions necessary. The number of calls that are currently connected in the system. Number of Automatic Call Distributor (ACD) calls in the system that are ongoing between agent and customer. The number of answered calls in the system for all the hunt groups. It does not include calls that go to voic . The number of abandoned calls in the system for all the hunt groups. The number of agents that are configured in at least one hunt group and have an agent license. The number of agents that are available to take hunt group calls. The agents are logged in and are configured in at least one hunt group and have an agent license. Agent and supervisor Home screen functionality on page 20 Telephony screen functionality The following table describes the general options on the Telephony screen, which is used to control an associated Avaya phone: If you are a supervisor, you must be part of at least one hunt group to monitor that and other hunt groups. Telephony screen Option Call area Description Displays the following: Dial buttons to make calls. Active calls. Actions available for all calls. For example, the Finish After Call Work button to end After Call Work (ACW) and the Extend Wrap Up Time button to extend ACW. After a customer leaves a conference call, the customer name continues to display on the UI. If customer information is unavailable, the UI is blank. Table continues June 2017 Using Avaya IP Office Integrated Contact Reporter 22

23 Functionality and statistics Option Content area Telephony statistics Description An active incoming call is not displayed in the call area if you had answered it from the phone and then logged in to the application. Displays the following: Groups: Lists hunt groups that the logged-in agent or supervisor is a member of. Hunt group statistics include information about the number of agents that are logged in and the average wait time. Displays the following telephony statistics: Answered Calls: The number of calls that the agent addressed during the shift. Abandoned Calls: The number of calls that were disconnected by the caller before the agent could answer them. This includes calls that go to voic . Average Talk Time: The average call length for each shift. Each telephony statistic is based on the agent s performance during a shift. General statistics for the whole contact center are available on the Home screen. Supervisor Realtime Information and Reporting screen functionality Supervisors can access agent functionality and the following additional functionality: Realtime Information Reporting Realtime Information screen In Release 10.1, the realtime statistical information across the user interface is view-only and cannot be customized. Name Groups Description Overview and detailed information and statistics for the hunt groups that the supervisor is monitoring. You must be part of at least one hunt group to monitor that and other hunt groups. You can click on a hunt group to view its details, such as the status of agents and hunt groups, call details, and service statistics. Table continues June 2017 Using Avaya IP Office Integrated Contact Reporter 23

24 Navigation Name Agents Description Overview and detailed information and statistics for the agents in all the hunt groups that the supervisor is monitoring. You can click on an agent to view its details, such as the status of agents and hunt groups, call details, and service statistics. Reporting screen In Release 10.1, you cannot schedule, customize, or export reports. Button Choose Report View Report Run Report Description You can select a report type from the available options, which are configured by your administrator. You can view the last generated report after you select a report type. You can also print the report and download it to your computer as a PDF. You can generate a new report after you specify the reporting period. You can see the status of the report being generated. You can continue browsing through reports while the system generates a new report. Realtime Information screen statistics for supervisors on page 24 Realtime Information screen statistics for supervisors Using the statistics on the Realtime Information screen, supervisors can monitor realtime activities in the contact center. In the Groups and Agents tabs, the statistics on this screen show an overview of information at the hunt group and agent level. For detailed statistics and information, you can click on a hunt group or agent to expand it. The numbers with the tab titles indicate the number of hunt groups and agents that the logged-in supervisor is monitoring. A supervisor can monitor maximum 25 agents across hunt groups. You must be part of at least one hunt group to monitor that and other hunt groups. The following tables describe the overview and detailed telephony statistics and information for hunt groups and agents: Overview statistics for hunt groups Statistic Abandoned call monitor Description Abandoned call rate in percentage of all the hunt group calls. This is the number of abandoned calls divided by the total number of calls targeted to all the hunt groups, in percentage. The following is the alarm and warning threshold configuration: Table continues June 2017 Using Avaya IP Office Integrated Contact Reporter 24

25 Functionality and statistics Statistic Description The range for abandoned calls in percentage is from 0 to 20. The range for threshold is from 5 to 10. Abandoned calls percentage less than 5 is indicated in green. Abandoned calls percentage more than 5 is indicated in orange. Abandoned calls percentage more than 10 is indicated in red. Average wait time The average wait time for calls in the queue. This is the sum of the average wait time divided by the number of hunt group calls answered by the agents in the hunt group. This is the sum of hunt group time and ring time. The answer time is measured from the time when the call arrives at the target, the hunt group or agent. It does not include the delay between the time when a call is presented to a hunt group and the time when the call arrives at the target. For overflowed answered calls, it is calculated against the original hunt group. Wait Time Levels The threshold range for wait time duration is from 300 to 600 in seconds. Wait time duration of less than 300 seconds is indicated in green. Green indicates positive wait time. Wait time duration of less than 600 seconds is indicated in orange. Orange indicates moderately-positive wait time. Wait time duration of more than 300 seconds is indicated in red. Red indicates negative wait time. Improvement actions necessary. Agent availability information Indicates availability of the agents in a hunt group. Detailed statistics for hunt groups The colored bar at the bottom indicates availability of agents. Green indicates that at least one agent in the hunt group is currently available to take calls. Red indicates that no agents are available to take calls. Statistic Average wait time Description The average wait time for calls in the queue. This is the sum of the average wait time divided by the number of hunt group calls answered by the agents in the hunt group. This is the sum of hunt group time and ring time. The answer time is measured from the time when the call arrives at the target, hunt group or agent. It does not include the delay between the time when a call is presented to a hunt group and the time when the call arrives Table continues June 2017 Using Avaya IP Office Integrated Contact Reporter 25