Avaya IQ Standard Reports

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1 Avaya IQ Standard Reports Release 5.2 April 2015

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4 Contents Chapter 1: About standard reports Chapter 2: Using and managing reports Access to reports Reports and reports with inputs Recommended report distribution strategy Running and managing reports Managing files and folders Creating reports with inputs Specifying report input parameters Running reports Using the report viewer window Scheduling report jobs Monitoring the stream status indicator Workspace folders Unlocking user accounts Chapter 3: Report concepts Hold and on hold measures Accounting for calls to a queue Accounting for agent time Contact delivery target and direction Contact direction classifications Delivery target classifications Contact classification mappings Administered resource groups Report output problems when using identical resource names and IDs across data sources Understanding the None queue and the None routing point Blended agent reporting Support for the converse-on vector command Queue and automated agent identities Report measurement considerations Occupancy and aux. work classifications Occupancy classifications Working and non-working aux. state classifications Behavior counts and definitions Threshold definitions Threshold assignments for queues and routing points Threshold types Measures eligible for threshold assignments Representations of time in Avaya IQ reports Avaya IQ Standard Reports April 2015

5 Contents Selecting a report time zone Selecting a report time period Selecting a time grain for trend reports Measurement calculation methods Summary values Summary function operators Specifying summary values Understanding the Avaya IQ attribution model Service observing Communication Manager service observing Avaya Proactive Contact service observing Arrivals, Accepts, and Handles - definitions and count differences Blind transfers Outflows and abandons Accepts and handles Data completeness Understanding the Avaya IQ dimensional data model Reporting interface performance Differences between Call Management System and Avaya IQ while displaying agent time in state duration Session timeout Avaya Aura Contact Center interactions and considerations Work Mode Duration Generating a cross-tab report of Agent by Aux Work Mode durations Adding the Aux mode and Wrap-up mode durations to a report with Agent as the only dimension Chapter 4: Routing points, routing processes and queues Routing points and routing processes Routing point control of contacts Queues Tracking contacts in queues and queue groups Special routing points and queues None queue and none routing point Acquire routing points and queues Chapter 5: Standard real-time reports Standard real-time reports Standard real-time report descriptions Agent Behaviors (queue-based measures) Agent Behaviors (routing point-based measures) Agent Performance Agent Status Agents Staffed by Agent State Multiple Queue and Agent Status April 2015 Avaya IQ Standard Reports 5

6 Contents Queue and Agent Status Queue Group Status Queue Performance Queue Status Routing Point Group Status Routing Point Performance Routing Point Status Real-time dashboard reports Queue Alerts Queue Contacts Queue Group Alerts Queue Group Contacts Queue Group Handles by Contact Handling Role (real-time) Queue Handles by Contact Handling Role (Real-Time) Queues Above Target % in Service Level Queues Below Target % in Service Level Routing Point Contacts Routing Point Group Contacts Routing Points Above Target % in Service Level Routing Points Below Target % in Service Level Real-time dashboard report descriptions Chapter 6: Standard historical reports Agent and work group performance reports Agent Aux. Summary Agent by Aux. State - Summary Agent by Delivery Target and Contact Direction - Summary Agent Occupancy - Summary Agent Occupancy - Trend Agent Performance by Queue - Summary (%, avg.) Agent Performance by Queue - Summary (Totals) Agent Performance by Queue - Trend (%, Avg.) Agent Performance by Queue - Trend (Totals) Agent Performance by Routing Point - Summary (%, Avg.) Agent Performance by Routing Point - Summary (Totals) Agent Performance by Routing Point - Trend (%, Avg.) Agent Performance by Routing Point - Trend (Totals) Work Group Occupancy - Summary Work Group Occupancy - Trend Work Group Performance by Queue Group - Summary Work Group Performance by Queue Group - Trend Work Group Performance by Routing Point Group - Summary Work Group Performance by Routing Point Group - Trend Agent behavior reports Avaya IQ Standard Reports April 2015

7 Contents Alternate behavior measures for queues and routing points Agent Behaviors Summary (%) Agent Behaviors Summary (Totals) Agent Disconnects First Details Agent Disconnects First Behavior Trend Conference Initiation Details Disconnect from On Hold Details Disconnect from On Hold Behavior Trend General and Duration-Based Behaviors Summary General and Duration-Based Behaviors Trend Long Contact Details Long Contacts Behavior Trend Long Hold Details Long Holds Behavior Trend Long Wrap-up Details Long Wrap-ups Behavior Trend Preview Duration Details Redirect Details Redirects Behavior Trend Short Contact Details Short Contacts Behavior Trend Short Wrap-up Details Short Wrap-ups Behavior Trend Transfer Initiation Details Transfers Behavior Trend Transfer to Same Routing Point Details Transfers to Same Routing Point Behavior Trend Work Handling Behaviors Summary (%) Work Handling Behaviors Summary (Totals) Agent and contact detail reports and trace reports Agent Aux. Interrupt Details Agent Aux. Duration Details Agent Experience Trace Agent Login/Logout Details Agent Login/Logout Per Account Details Contact Details Contact Trace Customer Experience Details Work Group Login/Logout Details Queue performance reports Queue Group Performance Summary Queue Group Performance Trend Queue Outflows Summary April 2015 Avaya IQ Standard Reports 7

8 Contents Queue Performance Summary Queue Performance Trend Queue Service Level Summary Queue Service Level Trend Queue Preferred Skill Level Summary Queue Service Level Relative to Target Trend Queue Abandon Duration Profile Summary Queue Abandon Duration Profile Trend Queue Duration to Accept Profile Summary Queue Duration to Accept Profile Trend Routing point performance reports Routing Point Group Performance Summary Routing Point Group Performance Trend Routing Point Outflows Summary Routing Point Inflows Summary Routing Point Performance Summary Routing Point Performance Trend Routing Point Service Level Summary Routing Point Service Level Trend Routing Point Service Level Relative to Target Trend Routing Point Abandon Duration Profile Summary Routing Point Abandon Duration Profile Trend Routing Point Duration to Accept Profile Summary Routing Point Duration to Accept Profile Trend Results reports Agent Results by Queue Summary Agent Results by Routing Point Summary Agent Results Context Summary Agent Results Context Trend Queue Results Summary Routing Point Results Summary Historical dashboard reports Queue % in Service Level Queue Group Handles by Contact Handling Role (Historical) Queue Handles by Contact Handling Role (Historical) Routing Point % in Service Level Routing Point Group Handles by Contact Handling Role Routing Point Handles by Contact Handling Role Historical device reports Device Group Performance Summary Device Group Performance Trend Device Performance Summary Contact Center Performance Management reports Avaya IQ Standard Reports April 2015

9 Contents Correlation reports Measure tracking reports Classification reports Correlation reports Measure tracking reports Classification reports Process performance reports Voice Portal interactions with Avaya IQ Process Group Performance Summary Process Group Performance Trend Process Performance Summary Process Performance Trend Process Termination Reason by Termination Step Summary Chapter 7: Stream monitoring reports Stream monitoring reports Real-time stream monitoring Real-time stream status indicators Stream status report Specifying stream status report inputs Interpreting stream status data Historical stream monitoring reports Stream Availability - Summary Stream Availability - Trend Stream Latency - Summary Stream Latency - Trend Chapter 8: Troubleshooting reports Real-time report does not execute HTTP status 404 error function does not send report Progress bar displays when report is finished Stale data in real-time reports when link is down PE Event Processor Failed to Talk with DSS Communication failure between Proactive Contact and Communication Manager Contacts stuck at routing point reports sending fails through MS Exchange Server Authentication failure Backward dtzcli.sh expansion for Voice Portal reporting Failed to add a row using report designer cross-tab editing Communication Manager does not send entity names to Avaya IQ Accounting for agent time Troubleshooting reporting performance Avaya Aura Contact Center channels are not displayed in reports Group name not displayed in the report header April 2015 Avaya IQ Standard Reports 9

10 Contents Appendix A: Detailed report measure descriptions Detailed real-time measure descriptions Detailed historical measure descriptions Appendix B: State reason and attribute descriptors Resource state descriptions State exit reason descriptions Outflow types Appendix C: Report input parameter descriptions Time inputs Inputs for entities or entity attributes Appendix D: Communication Data Mart Appendix E: Communication Manager path replacement System and operational prerequisites Example path replacement scenario Concurrent source reporting Relative party designations Avaya IQ Standard Reports April 2015

11 Chapter 1: About standard reports Avaya IQ standard reports are designed to address the information needs of different types of contact center personnel. Authorized users can quickly select, configure and execute the reports that they need to support their work. Information about the standard reports is provided in the following sections: Using and managing reports: This section describes the different report distribution strategies that can be used by the business and how report users can use basic reporting tools to obtain, organize configure, execute and schedule reports. Report concepts: This section describes essential Avaya IQ reporting concepts and functionalities that report users need to understand to obtain the most value from their Avaya IQ reports. Routing points, routing processes and queues: This section describes the rules and terminology that Avaya IQ uses for the contact center routing systems that manage contacts. Standard real-time reports: The real-time reports help report users to stay informed about the current status of their resources and quickly respond to changing operating conditions. The real-time report set also includes several dashboard reports and other special device reports. Standard historical reports: The historical reports help report users to understand the past performance and service efficiency of their resources. Detailed descriptions for each report are organized by subject area, such as agent and work group performance, agent behavior, queue performance, and so forth. Data stream monitoring: Avaya IQ uses the concept of data streams to represent the flow of messages between source communication applications and the Avaya IQ database. Real-time and historical information about the continuity of data streams help report users to know whether report data derived from one or more streams is current and complete. Report item definitions: This section includes a complete listing for the report items displayed in the standard real-time and historical reports. In some cases, the definitions provide additional detail that is not available in the items descriptions provided in individual reports. State and exit reason definitions: Avaya IQ includes several historical trace reports that provide detailed information about the states associated with various reporting entities at each moment in time. The trace reports also display state exit reasons to explain why an entity transitional from one state to another. This section provides definitions for the states and state exit reasons that can be displayed in the trace reports. Report input parameters definitions: This section describes definitions for the inputs that users must specify for standard reports. Report inputs include a variety of items, such as time April 2015 Avaya IQ Standard Reports 11

12 About standard reports parameters, work groups, queues or agents. Some reports allow users to specify optional report filters as inputs, such as contact direction and delivery target. Avaya IQ reporting supports contacts that involve the Communication Manager path replacement feature. Path replacement operations that occur during the course of a contact are reflected in Contact - Trace reports. This section provides an example Contact - Trace report that illustrates how information about contacts that involve path replacement operations are displayed in trace reports. 12 Avaya IQ Standard Reports April 2015

13 Chapter 2: Using and managing reports These topics provide information about Avaya IQ reporting features and recommended strategies for getting started with reports. Access to reports Avaya IQ provides different ways to access reports. The method used to distribute reports is an important consideration for the enterprise. Important: Enterprise personnel who are responsible for the management of report resources must read the topics related to report access before they give report users access to Avaya IQ reports. Reports and reports with inputs Enterprise personnel who are responsible for controlling access to Avaya IQ reports must understand the characteristics of a Report and a Report with Inputs and the relationship between these two reporting entities. Report: This term refers to a report as a basic set of queries and output format specifications that exists as a unique entity with a unique ID within the reporting system. You can think of a Report as a kind of template. A source report does not specify report input parameters for items such as the agents, queues and time periods. The individual reports provided in the Avaya IQ standard historical and real-time report folders are examples of a Report in this sense of the word. A report can be copied to a new location in the reporting workspace to create a new report. A new copy of a report becomes an independent entity with a unique ID in the reporting system. Report with Inputs: Many different users can use the same Report to create individual versions of reports with inputs. Each report with inputs can specify a different set of reporting subjects, report time periods, data filtering criteria, and so forth. Report users use the Edit and Save functions to create a report with inputs from a source report. All reports with inputs have a close dependency on the source report. If the source report is deleted from the system, all reports with inputs that are based on that report are also automatically deleted from the system. If the source report is changed by the addition or deletion of a measure or April 2015 Avaya IQ Standard Reports 13

14 Using and managing reports calculation, the change is also represented in all reports with inputs that are based on the source report. Many report users can create reports with inputs that depend on the same set of source reports. Since functionality of reports with inputs depends on the integrity of the source reports, access to source reports must be managed in a careful manner. Recommended report distribution strategy Management goals for reporting resources Many report users can create a personalized report with inputs from the same source report. If such ashared source report is altered or deleted, all of the reports with inputs that reference the source report are also altered or deleted. An effective report management strategy minimizes the potential for disruptions in reporting functionality for the report users. Potential reporting disruptions can occur if users are allowed to create their reports with inputs directly from the original reports in the standard reports folders. In this case, the user reports with inputs are dependent on source reports that are potentially subject to change as a result of future Avaya IQ product upgrades. For this reason, the Copy function should be used to create an independent store of source reports in the Custom Reports folder. In this way, the enterprise can maintain complete control of source reports. An effective report management strategy also allows report customizations to be transferred to report users in a consistent and reliable manner. If report users base their reports with inputs on the same pool of source reports, the enterprise can automatically distribute custom report changes to users without disrupting routine reporting operations. To ensure that reports with inputs are based on source reports from the enterprise store, report users must: Not have read permission for the standard report folders. Have read permissions for source reports stored in the Custom Reports folder. Be instructed to use the Edit and Save method to create their reports with inputs directly from the source reports in the Custom Reports folder. Creating the enterprise report store About this task The following procedure is intended for operations managers or other enterprise personnel who are responsible for setting up the enterprise store of source reports and managing the source reports for users. To perform this procedure, you must have read permissions for the standard report folders. To create an independent store of source reports for enterprise report users, do the following: Tip: Before you begin, you can use the New Folder button to create new subfolders in Custom Reports to organize your source reports and make them easier for report users to locate. 14 Avaya IQ Standard Reports April 2015

15 Running and managing reports Procedure 1. Open the Standard Real Time Reports folder or the Standard Historical Reports folder so the contents are displayed in the main viewing pane. 2. Highlight an individual report. Alternately, you can select an entire folder under one of the main standard reports folders to move multiple reports in a single Copy and Paste sequence. For example, you can open the Standard Historical Reports folder, and then highlight the Agent Behaviors folder. 3. Click Copy. 4. In the navigation pane, highlight the Custom Reports folder or any subfolder you have created therein and click Paste. 5. Instruct report users to use the Edit and Save method when they access the source reports. Running and managing reports Managing files and folders The Avaya IQ reporting workspace displays a system of folders and reports. Creating new folders Procedure 1. In the navigation pane or viewing pane, highlight a folder in which you want to insert your new folder. 2. Select the New Folder button, specify a name for the new folder and click OK. Copying files and folder Procedure 1. Highlight an item and click Copy. 2. Highlight a folder in which you want to insert the copied item, select the Paste button,and click OK. Renaming files and folders Procedure 1. Highlight an item and click Rename. 2. Specify a new name for the item and click OK. April 2015 Avaya IQ Standard Reports 15

16 Using and managing reports Creating reports with inputs About this task To get started with Avaya IQ reports, you locate a report that you want to use, edit the report to specify the report input parameters that you need, and save the new report with inputs to your personal folders. Important: Avaya recommends the following best practice procedure to create reports with inputs. If your enterprise manages source reports in a central location, do not use the Copy function to put new versions of source report in My Folders. Copying a source report creates a new report source that is no longer connected to the original source report maintained by the enterprise and used by other report users. Such a situation can result in report management maintenance and update issues for yourself and the enterprise. Procedure 1. Locate a report that you want to use. If your enterprise follows the recommended report distribution method, your reports are located in the Custom Reports folder. 2. Highlight the report and click Edit. 3. In the Edit Report Inputs window, specify the parameters that you need for the report. 4. Click Save and choose a folder in your personal workspace in which to put the new report with inputs. Next steps After you save a report with inputs to My Folders, you can: Use the Edit function to create multiple versions of the report with different sets of inputs. For example, you can create two report with input versions to obtain data for different sets of agent work groups, queue groups, and so forth. Tip: Best practice is to give your report with inputs different names that indicate the types of inputs the report is using. For example, you can use the Queue Performance - Summary report to create alternate reports with inputs based on different report time periods: Queue Performance - Daily Summary and Queue Performance - Weekly Summary. Use the Run or View buttons to generate on demand report outputs. Create a scheduled job to automatically execute the report on a regular basis. Specifying report input parameters Before you can use a standard report or custom report, you use the Edit Report Inputs window to specify the required report parameters and save the configuration. 16 Avaya IQ Standard Reports April 2015

17 Running and managing reports The Edit Report Inputs window has two tabs, Inputs tab and Advanced tab Inputs tab This tab allows you to choose reporting groups, specific contact center resources, filtering options, reporting time period and other types of parameters that your reports need. Groups and resources displayed on this tab are controlled by the data access permissions assigned to you by your Avaya IQ administrator. Advanced tab The fields and options on this tab allow you to specify more information and options that can help you use your report more effectively: The Advanced tab is disabled when you use the View function to run a report. Name - You can specify a new name for the report. You must provide a new report name if you have two versions of the same report that you want to save in the same folder. The length of the report name cannot exceed 255 characters. Description - You can enter other types of information that help you to understand the purpose and use of the report. To review this information at any time, highlight a report that you have saved with inputs, select the Edit button and go to the Advanced tab. Language - You can specify an alternate language for report outputs. Output Format - You can specify multiple formats for the report outputs that are put in your My Report Outputs folder after a report is executed. ID - This read-only field displays the ID of the source report that is referenced by your report with inputs. The ID field is provided to support the data export feature. Other report users do not usually need to refer to this field. Refresh Rate - For real-time reports, the specified amount of time between report executions. The actual execution rate can be less than or greater than the specified refresh rate. Running reports Using the Run function to execute reports You can highlight a report with inputs and select the Run button to execute the report. The report executes with the existing input specifications and the output is saved to My Report Outputs folder. This method is available only for reports that you have saved with inputs. Using the View function to execute reports You can highlight a report either with or without inputs and select the View button to execute the report. If inputs are not already specified for the report, the Edit Report Inputs window is displayed and you must provide the required inputs before the report is executed. After the report is executed, the output is displayed in the report viewer window. You can use the Print or Mail buttons provided in the report viewer window to obtain copies of the report output and save them outside the reporting system. However, you cannot save the output in your folders on the system. April 2015 Avaya IQ Standard Reports 17

18 Using and managing reports Using the Schedule feature to execute reports You can highlight a report with inputs and select the Schedule button to create a scheduled job for the report. When you create a scheduled job for a report with inputs, the scheduler executes the report as a background process according to the specifications you provide. The output is saved to My Report Outputs folder. Using the report viewer window About this task When your report output is displayed in the report viewer window, you can do the following: To save report outputs in your reporting folders, you must either use the Run button or set up a scheduled job to send the report output to My Report Outputs. If you use the View button to execute a report, the output is displayed in the report viewer window but a copy of the output is not stored in My Report Outputs. Procedure 1. View the stream status indicator and execute the Stream Status report. 2. View the report output in either HTML or PDF format. 3. Click the Print button to obtain a hard copy of the report. 4. Click the Mail button to send a copy of the report output to one or more addresses. Tip: If you want to send copies of the report output to multiple addresses, use a semicolon to separate each address. 5. If a report output includes links to other reports, drill to a new report. The output for the new report is displayed in the report viewer window in a new tab. 6. Use the Open in new window button to display a tabbed report in a new viewer window. Scheduling report jobs About this task If you are authorized to schedule report jobs, you can set up your historical reports so the report outputs are available when you need to see them. Procedure 1. Highlight a report with inputs and click Schedule. 2. In the Scheduled Job Editor do the following: a. Specify a name for the scheduled job. 18 Avaya IQ Standard Reports April 2015

19 Running and managing reports To avoid potential time zone offset issues, the recommended best practice is to schedule jobs to run either more than one hour before midnight or more than one hour after midnight. b. If you want to send a copy of the report output in an , specify one or more addresses. The format for the report output that is included in the attachment is in both PDF and Excel format. If you want to send copies of the report output to multiple addresses, use a semicolon to separate each address. c. Specify report execution frequency parameters. Depending on how often you need your report to execute. If you specify a recurring execution frequency for the job, you also need to specify a start time for the job. 3. Click OK. The job is saved to the My Report Schedules folder. Time considerations for job execution Users who create scheduled jobs should understand how time zone changes at the Avaya IQ report server can affect job execution times. When a report user creates a scheduled job, the job is sent to the Avaya IQ report server for storage and execution. The time zone associated with the job execution time is based on information obtained from the client system of the report user. If the client time zone and server time zone are different, the job execution time is adjusted on the server so the report runs at the time the report that the user intended. When a time zone change affects the report server, the time zone offset applied to existing scheduled jobs also changes. In some cases, changes in the offset adjustment can potentially affect the range of data included in a report. Consider a scenario where the following conditions exist: A report user has created a scheduled job to run on a daily basis. The time period specified for the report that the job executes is set to Yesterday. The scheduled job report execution time is set to 12:30 A.M. At the report server, the local time is 12:00 A.M. on October 31 when local time reverts from standard daylight savings time to standard time. As a result of the time change, the offset applied to the scheduled job is adjusted so the report executes an hour earlier. Tip: When a time zone offset change occurs at the report server, the job owner can see the new report execution time in the Scheduled Job Editor. In the scenario described above, the report user expects the scheduled job to execute early in the morning of November 1 at 12:30 A.M. However, the time zone change has caused the execution offset to change so the report now executes on the preceding day at 11:30 P.M. As a result, when the report user views the report output on November 1 later in the day, the report displays data for October 30 instead of October 31. April 2015 Avaya IQ Standard Reports 19

20 Using and managing reports Because of the considerations described above, report users who create scheduled jobs should adhere to the following guidelines: If a scheduled job is set to run early in the day, specify a report execution time that precedes 12:00 A.M. by more than an hour. If a scheduled job is set to run late in the day, specify a report execution time that follows 12:00 A.M. by more than an hour. Editing a scheduled job Procedure 1. Double-click on a job in My Report Schedules. 2. Highlight a job in My Report Schedules and click Edit. Monitoring the stream status indicator About this task The main Avaya IQ reporting window and the report viewer window both display a special stream status indicator. Procedure Click on a stream status icon to launch a real-time report that provides more information about the streams that are relevant to your reports. Workspace folders When you log in to the Avaya IQ reporting system, Avaya IQ displays Workspace folders that correspond to the permissions assigned to you by your operations manager. My folders All report users have full permissions for My Folders. You use this folder to manage your different types of reporting files. This folder contains several default subfolders to help you get started quickly. You can also create new subfolders in My Folders to organize your work in a manner that meets your needs. My report outputs This folder stores the report outputs that you generate. Report outputs are automatically saved to this folder when you use either of the following methods to execute a report: You use the Run command to execute a report as a background process. You use Scheduled Job Editor to set up a scheduled job to run at a future time. 20 Avaya IQ Standard Reports April 2015

21 Running and managing reports My report schedules If you are authorized to schedule report jobs, this folder stores any reporting jobs that you create with the report scheduler. Stream status report description The real-time Stream Status report displays information about the current status of data streams that send event messages to Avaya IQ. You can use the information provided by the status indicators and the Stream Status report to know when data stream outages are potentially affecting the reliability of your real-time reports. Every report user has a copy of the Stream Status report installed in My Folders. This report cannot be copied, moved, deleted, or scheduled. However, you can use the Edit button to modify the inputs for the report. To execute this report, you can either run the report directly from My Folders or click on the stream status indicator displayed in the reporting interface. Standard real-time reports Avaya IQ provides a set of standard real-time reports that can help report users stay informed about the current status of the resources they manage and quickly respond to changing conditions. Important: The start of day setting for the real time reports does not reset the data in the report when you cross the start of day. If you launch a real time report just before the start of day setting and wait until the time crosses the start of day time, the data in the report does not reset. You must launch the report again just after the same start of day setting to be able to view the data from the correct start of day time. Standard historical reports This folder contains the complete set of Avaya IQ standard historical reports. The reports are organized in subject area subfolders. Users who have the required permissions to view this folder can copy the reports to other folders. No other reports, reports with inputs or subfolders can be added to this folder, and no reports can be deleted from this folder. Data monitoring reports Data Monitoring reports provide information about the continuity of data streams. This information help report users to know whether report data derived from one or more streams is current and complete. The data monitoring reports use data aggregation processes to create summarized data used by various historical reports. Use stream monitoring to determine if data from the historical database tables is lost during event stream outages, and if there was a time lapse between the data originating from the source and reaching the database. This Data monitoring reports folder contains the following four stream monitoring reports: Stream Availability - Summary on page 209 April 2015 Avaya IQ Standard Reports 21

22 Using and managing reports Stream Availability - Trend on page 210 Stream Latency - Summary on page 210 Stream Latency - Trend on page 211 Data export This folder contains subfolders for each of the reporting subject areas associated with the Avaya IQ data export license options, templates for data export reports, and other special reports that support the Avaya IQ Data Export feature. If data export reports are used by your enterprise, they are created as custom reports with Avaya IQ Report Designer. Access to data export folders is typically restricted to a few individuals in the enterprise. Data export reports Report users who create custom data export reports can use this folder to store the reports where they can be located and executed by a client application through the Data Export application programming interface (API). Data export reports cannot be executed from this folder. Instead, the Avaya IQ Data Export application programming interface (API) must be used to execute the reports to send the report data to an external destination. Data export templates This folder contains subfolders for each of the data export license options. Each of the subfolders contains report templates and parameter value reports that support the data export feature. Important: Data access for export reports is controlled by Avaya IQ licensing. Before you begin to create custom data export reports from one of the data export report subject areas, verify that your enterprise has obtained a license option for that folder. You can use the Web License Manager tool to verify your license options. Parameter values reports The Data Export reports require various input parameters. These input parameters are obtained from the reports provided under the respective Parameter Value Reports folder for each license option. Real-time KPIs license This folder provides access to the export license option that specifies most of the real-time data. Real-time KPI License Templates Each template under license option is associated with a particular type of reporting entity. The type of entity associated with a template is indicated in the template name. A custom export report based on this template requires agent input parameters that must be provided to the report through the API when the report is executed. 22 Avaya IQ Standard Reports April 2015

23 Running and managing reports All Real-Time License This folder provides access to the export license option that specifies the complete set of all realtime data. All real-time license templates Each of the templates provided for this license option is associated with a particular type of reporting entity. The type of entity associated with a template is indicated in the template name. A custom export report based on this template requires agent input parameters that must be provided to the report through the API when the report is executed. Historical license This folder provides access to the export license option that specifies all historical data. Historical license Templates There are two templates included in this license: Historical summary data This template provides access to the full set of historical data. Custom reports based on this template are not constrained with respect to the types of reporting entities that are considered in the custom report. Historical transaction data This template also provides access to the full set of historical data. In addition, this template supports the use of special filters that can be used to limit the scope of reporting queries. For example, you can provide External Contacts as an input parameter for a report so report data is limited to only those contacts whose Contact Direction classification was External. Custom reports This folder is intended to store source reports that are copied from the standard report folders or other folders. Users who are authorized to use Report Designer can also save custom historical reports and custom real-time reports to this folder. Authorized users can delete reports from this folder. Reports with Inputs that are created from reports stored in this folder must be saved to My Folder. Unlocking user accounts User accounts are locked when a user fails to log in successfully after a configurable number of attempts. This can happen when accessing the administration interface or when accessing the reporting interface. The limit for maximum failed login attempts is described in Administering login session properties. Unlocking a reporting user account Procedure 1. Log in to the reporting interface. 2. In the Workspace window, select Unlock Report User Account. April 2015 Avaya IQ Standard Reports 23

24 Using and managing reports 3. On the Unlock Report User Account dialog box, select the user accounts you want to unlock. You can unlock more than one user account at a time. 4. Select OK. The selected accounts are unlocked. 24 Avaya IQ Standard Reports April 2015

25 Chapter 3: Report concepts Hold and on hold measures This topic describes measures that provide different kinds of information about communication hold states. These measures allow you to view hold information from different perspectives, including agent performance, cost of service and customer experience. Avaya IQ reports include the following hold measures: On Hold Dur. - The total amount of time that the contact included only one party who was not holding the contact while all other parties held the contact. - Appears in service level reports for queues and routing points and customer experience detail reports. - Represents the perspective of the customer experience. In Focus Hold Dur.: The total amount of time that the agent held the contact and was not engaged with another contact. - Appears in performance reports for agents, work groups, queues and routing points. - Represents the perspective of agent behavior and the cost of service. If the agent does not change focus to a new contact during a hold, the Avaya IQ reporting model assumes that the agent continues to work on the contact during the hold. Therefore, In Focus Hold Dur. time is included in the total handle time for a contact. Hold Dur.: The total amount of time that an agent held a contact. This measure includes both in focus hold time and out of focus agent hold time. Out of focus hold time applies to a contact when the agent holds the contact and is engaged with another contact. - Appears in agent behavior reports. - Represents the perspective of overall agent contact handling behaviors that can affect both the cost and quality of service. April 2015 Avaya IQ Standard Reports 25

26 Report concepts Accounting for calls to a queue In Avaya IQ, the Arrivals measure represents all the contacts that are offered to a queue. All contacts offered to a queue contribute to the Arrivals count even contacts that don t actually spend time in queue but are immediately delivered to an agent contribute to the Arrivals count. The Arrivals measure is attributed to the interval in which the contact is offered to the queue. Contacts can leave a queue in a number of ways. They can: be offered (delivered) to an agent (Offers), abandon while in queue (Abandons), dequeue, if multiply queued (Dequeues), be forced to disconnect (Cancels), be forced busy (Busies), or outflow (Outflows). Calls that are offered to agents can: abandon while alerting (Abandons), redirect on no accept, follow a coverage path, or be answered by someone else using a bridging feature like CallPickup (Outflows), or be accepted by the agent (Accepts). Note that, just as in CMS, the Abandons measure represents the sum of contacts that abandon in queue and contacts that abandon while alerting. While it is possible to cancel or busy a contact while in queue this is an unlikely event since these options are usually taken prior to queuing based on the low likelihood of the contact being served. A contact should only be queued if there is a likelihood that it will be served. The queue measures Abandons, Dequeues, Cancels, Busies, Outflows, and Accepts are attributed to the interval in which they occur. Because the Arrivals measure attributes independently from the measures that represent the ways in which the contact leaves the queue, these measures cannot necessarily be equated unless you can be sure that all contacts and only those contacts that arrived at the queue also left the queue during the time period represented in the report (or the interval of the row in a trend report). This is often the case with daily summaries/trends for queues that operate only during a portion of the day (that is, during business hours). If you can be sure that all contacts that arrived at the queue also left the queue during the period of the report, then the following equation should hold for the report: Arrivals = Abandons + Dequeues + Cancels + Busies + Outflows + Accepts Offers are not included in the above equation because some offers will become abandons or outflows. The following illustration represents a portion of a custom report displaying these measures in trend form: 26 Avaya IQ Standard Reports April 2015

27 Accounting for calls to a queue Interval Arrivals Disposit ions 1/3 12:15 PM 1/3 12:30 PM 1/3 12:45 PM Abando ns Busies Cancels Dequeu es Outflow s Accepts The Dispositions column is calculation that simply adds all the dispositions for a queued contact according to this formula: Abandons + Accepts + Busies + Cancels + Dequeues + Outflows Handles Note that the number of arrivals does not equal the total dispositions from 12:30 to 12:45. One disposition is not accounted for. That is because one call was still in queue as the interval ended. It left the queue during the next interval (12:45 to 1:00) and that is why the number of dispositions exceeds the number of arrivals for that interval. Because the Arrivals measure attributes at arrival to queue and the various disposition related measures attribute later (when they occur), the sum of the dispositions may not match the arrivals because they may not represent the same set of contacts. Similarly, the Accepts measure attributes to the interval in which the agent is connected to the contact while the Handles measure attributes to the interval in which he/she finishes the contact. These may be different intervals, so the two counts may be different. On the other hand, if one selects an interval of time during which all contacts (and only those contacts) that arrive are completed then the numbers will add up. For queues that are only staffed during business hours, the numbers in a daily report will add up. There are two historical queue summary reports that present these measures (Queue Performance Summary and Queue Service Level Summary) but no single report presents all of them. You can create a custom report that contains all of these measures. This equation will not hold in real-time reports because real-time reports represent a system that is actively receiving and processing contacts. Before all the contacts that have arrived at the queue can be disposed of by the queue, new contacts arrive. CMS and Avaya IQ attribution and allocation differences The primary difference between CMS and Avaya IQ in this regard is that CMS attributes most measures of the call to all queues visited by a contact in the same interval of time that the contact completes in the contact center. This guarantees that all counts associated with queues will be consistent even if they re not particularly representative of what actually occurred during an interval. Note that CMS has an item I_ARRIVED which is the interval-based count of calls that arrived at the queue and is attributed in the interval during which it arrived. Thus, I_ARRIVED in the Split/Skill table is equivalent to the queue Arrivals count in Avaya IQ. CMS s CALLSOFFERED item, however, April 2015 Avaya IQ Standard Reports 27

28 Report concepts is attributed when the call ends. Thus, CALLSOFFERED is equivalent to the Abandons + Dequeues + Cancels + Busies + Accepts + Outflows. How calls are associated with a queue CMS and Avaya IQ differ in the handling of extension calls (inbound to the agent s extension and outbound from the agent s extension). Both Avaya IQ and CMS associate outbound extension calls made by the agent while they have another call on hold or while in Wrap-up with the queue that delivered the call on hold or being wrapped. However, if the agent is in Aux when he or she places or receives the call, CMS will associate the call with the agent s first queue and Avaya IQ will associate the call with the None queue. The same is true if the agent is idle (AVAIL in CMS) prior to receiving or initiating an extension call. Phantom abandons CMS includes contacts with short active time in the count of abandons if the phantom abandon timer is set. Avaya IQ has a similar measure to short actives called Short Contacts. This measure is not currently exposed for inclusion in custom queue reports but is exposed in agent behavior reports. Accounting for calls to a routing point The approach for routing points is equivalent to the approach for queues with the exception that the Dequeues measure is not relevant to routing points. Related topics Understanding the Avaya IQ Attribution Model Accounting for agent time In Avaya IQ, an agent can only be in one state at a time. Because they can be assigned multiple contacts at the same time, Avaya IQ must understand what contact they are focused on at any point in time to determine their current state. The terms in focus and out of focus are used to represent this distinction. The contact that the agent has in focus determines the agent s current state (when they are handling a contact). Contact handling states As the name implies, contact handling states refer to the states of an agent while he or she is handling a contact including that time while the agent is idle and a contact is alerting at the agent. The following states are agent contact handling states: Active the agent is actively communicating with a party on an in-focus contact Alert a contact is alerting at the agent and the agent was previously idle (In Focus) Hold the agent has placed their in-focus contact on hold and hasn t changed focus to another contact. In reports that show the agent s state, this will simply be called Hold. Initiate the agent is initiating a new interaction (including listening to dial tone and dialing). On Hold the agent has been placed on hold by another agent and has no one else to talk to Preview the agent is reviewing information about an outbound contact before accepting or initiating it 28 Avaya IQ Standard Reports April 2015

29 Accounting for agent time Wrap-up the agent has completed the active portion of contact handling but has additional solitary work to do before concluding participation in the contact. This additional work may require initiating interactions with other agents or parties outside of the contact center. However, time spent on these interactions is not counted as wrap-up time but rather as time appropriate for what the agent is doing (for example, initiate, active, hold, agent wait, or on hold). Agent Wait the agent has initiated a contact and is waiting to be connected to the target party (includes time in processing, in queue and alerting). Non-contact handling states As the name implies, non-contact handling states refer to the states of an agent when the agent is waiting for the delivery of a contact or in an auxiliary state and cannot be offered an ACD contact. With Avaya IQ, auxiliary states are treated as full-fledged custom states rather than as a single aux state with a particular reason code. This makes reporting on these states easier and more consistent with other states. The following states are agent non-contact handling states: Custom aux states The agent time is tracked relative to any custom auxiliary states that the agent uses. For most sources, the custom auxiliary states are as administered on the source. For Communication Manager, these states are between 1 and 99. Auxiliary Default the agent is in aux and did not or could not indicate the type of aux Auxiliary Login the agent has logged in but has not yet made him/herself available to receive contacts or has not put him/herself into an alternative auxiliary state Auxiliary System Forced the agent has been placed in aux by the system; usually as the result of being offered a contact and not accepting it within the RONA timeout Idle the agent is available to accept contact work but is not currently doing any contact work Logged Out the agent is logged out. IQ doesn t track time that the agent spends logged out nor do logged-out agents appear in IQ real-time reports. Login the agent is logged in and has not yet selected or been forced into another state. The Communication Manager always forces the agent into aux upon login so the login state is instantaneous and never accumulates time. Wrap-up No Contact the agent has manually placed him/herself in wrap-up without an associated contact. Agents can initiate or receive contacts while in this state but time spent on these contacts is not counted as auxiliary time but rather as time appropriate for what the agent is doing (for example, initiate, active, hold, agent wait or on hold). Special case state Since these are the possible agent states and an agent can only be in one state at a time, you can calculate an agent s total time by adding together their time in each of these states. Unknown the agent s state is currently unknown to Avaya IQ. This will happen when the link to the switch is first initialized or after a link or Avaya IQ failure. As a result of the pump-up process, Avaya IQ learns about all the agents logged into the switch but not their current state. Agents remain in the unknown state until they change states. At that point, Avaya IQ learns their current state and can determine their time in state. Blending agent states Note that an agent can be logged into multiple systems simultaneously systems that are being monitored by the same Avaya IQ. This is the case with centers that have agents using both Communication Manager and Proactive Contact systems. For these blended agents, Avaya IQ April 2015 Avaya IQ Standard Reports 29

30 Report concepts receives information about the state of the agent from multiple systems and creates a single, unified view of the agent. At any point in time, blended agents may be in different states with respect to each source system but they have a single state with respect to Avaya IQ and the contact center. Staffed duration An agent is staffed if they are logged into any system monitored by Avaya IQ. Staffed Duration is calculated as the contiguous time from first login on a system monitored by Avaya IQ until the last logout on a system monitored by Avaya IQ. Interval-Based measures vs. Event-Based measures Duration measures can be interval-based or event-based and both are presented in Avaya IQ. An event-based state duration is calculated simply as the duration from when the agent entered the state to when they left the state. The event that this measure is associated with is the fact that they completed the state. Event-based measures are important in determining agent performance measures like Avg. Active Dur. Agent performance measures are usually calculated as the sum of all these event-based durations for a state divided by the number of times that the agent left the state. An interval-based measure requires that time be broken up into intervals. The value of an intervalbased state duration is the amount of time that the agent spent in that state during the interval. If the agent entered the state prior to the interval or left the state after the interval, time outside of the interval is not considered in the value of the measure. Interval-based measures are important in determining agent allocation measures like % Idle. Agent allocation measures are usually calculated as the sum of all these interval-based durations for a state divided by the total staffed time during the interval. Avaya IQ provides several interval-based state duration measures that can be used to account for all agent time. Normally, you want to understand how the agent s time is allocated for that period of time that they were staffed. The staffed time of the agent during an interval (hour, day, week, month, year) is the measure Interval Staffed Dur. The equation that accounts for all agent time is: Interval Staffed Dur. = Interval Idle Dur. + Interval Preview Dur. + Interval Alert Dur. + Interval Active Dur. + Interval In Focus Hold Dur. + Interval Wrap-up Dur. + Interval Wait Dur. + Interval On Hold Dur. + Interval Working Aux. Dur. + Interval Non-Working Aux. Dur. + Interval Unknown Dur. Because there are so many possible auxiliary states the formula above (and the available Avaya IQ interval-based measures) simply represents them as working aux. or non-working aux. A state, auxiliary or otherwise, is identified as working or non-working based on its Occupancy property which is configured in OAM. A working state has an Occupancy property of Occupied. A nonworking state has an Occupancy property of Not Occupied or Not Applicable. Note that a couple of states are not represented: Login, Initiate, Agent Wait, and On Hold in this equation. If agents are likely to accrue much time in these states then they should be added to a custom version of this report. Agent Occupancy reports The Agent Occupancy Reports can serve to account for agent time. 30 Avaya IQ Standard Reports April 2015

31 Accounting for agent time The measures to the right of %Occ. should account for all of agent time. Each of these measures is divided by Interval Staffed Dur., and should add up to approximately 100%. They can only add to approximately 100% because of the affects of rounding. Look at the values for Bill Smith: = 101. The problem with adding rounded numbers One effect of rounding is that it makes adding numbers sometimes misleading. For example, imagine four numbers that add to 10: 3.6, 2.1, 1.7 and 2.6. If you round each number to the nearest integer you get: 4, 2, 2, 3 which adds to 11. Conversely, the four numbers could be: 1.4, 2.4, 3.4, and 2.8. If you round each of these numbers to the nearest integer you get: 1, 2, 3, and 3 which adds to 9. This is just the natural behavior of adding three or more numbers that have been rounded. In order to better evaluate the values in the Agent Occupancy Summary report, you can change the formatting for each % state dur. column to increase the precision of the number displayed. Using the report designer, one can create a custom version of the report that includes one decimal place of extra precision: April 2015 Avaya IQ Standard Reports 31

32 Report concepts Repeat for each percent duration column in the report. The final custom report looks like this for the same data: 32 Avaya IQ Standard Reports April 2015

33 Accounting for agent time Now the values for Bill Smith are: 81.6, 0.1, 8.5, 1.9, 3.1, and 4.8, and they add to % Occupancy and % Idle do not add to 100% (unless you want them to) With the default state administration, Idle is the only Not Occupied state. Since the % Occ. formula considers only Occupied and Not Occupied states, it would seem that adding % Occ. to % Idle should encompass all relevant states and add to 100%. This is not the case because the scope of the % Idle calculation is larger than the scope of the % Occ. calculation. So the two measures can t be meaningfully added together. To explain, let s divide the period of the report up into three categories. The first, called a is the sum of all agent state durations that are administered as Occupied. The second, called b is the sum of all agent state durations that are administered as Not Occupied. The third, called c is the sum of all agent state durations that are administered as Not Applicable. That concept is illustrated below: Where: So: a = occupied duration = time spent in a state administered as Occupied b = not occupied duration = time spent in a state administered as Not Occupied c = not applicable duration = time spent in a state administered as Not Applicable Interval State Duration = a + b + c % Occ. = occupied duration / (occupied duration + not occupied duration) * 100 % % Occ. = (a /a+b)* 100% And: % Idle = interval idle duration / interval state duration * 100% April 2015 Avaya IQ Standard Reports 33

34 Report concepts % Idle = (b/a+b+c) * 100% Therefore, the sum of % Occ. and % Idle is roughly: (a/(a+b)) + (b/(a+b+c)) You can see by inspection that % Idle has a different scope than % Occ. since it includes not applicable duration as part of its scope. You can also see that this formula will only add to 1 if c (the duration of Not Applicable states) is zero. Idle vs. Available Avaya IQ defines the Idle agent state as the agent is available to accept contact work but is not currently doing any contact work. The definition of Available is simply that the agent is available to accept contact work. There is no requirement that the agent not be engaged in contact work at the time. So an agent may be active on a contact or in wrap-up on a contact or even in an auxiliary state and still be available to receive any kind, or certain kinds, of additional work. Because an agent can be in any state and still be available or unavailable for additional work, availability is not an agent state. Instead it is an additional characteristic of an agent and can be further qualified by the type of work. For example an agent may be available for voice work but not for work or they may be available for high priority work but not low priority work. Avaya IQ does not support the concept of availability at this time. CMS displays AVAIL as an agent state - but it behaves exactly like idle as defined above. As long as an agent is idle in the Avaya IQ sense, CMS reports the state as AVAIL. Hold, On Hold, In Focus Hold, and Out of Focus Hold Avaya IQ has four different but related hold measures: Hold Dur. is the length of time that an agent has placed a contact on hold, regardless of whether they have moved on to other work. Hold Dur. and On Hold Dur. are often the same. However, in the case of a conference, the fact that one of the agents has placed the call on hold doesn t necessarily mean that the customer has no one to talk to. Hold Dur. is an agent measure since it is from the point of view of the agent. In many contact centers, agents are discouraged from placing calls on hold even in conference settings so Avaya IQ includes the measure Long Holds in its agent behavior reports. On Hold Dur. is the length of time that the customer (or the agent) has been placed on hold by an agent with no one to talk to. In Focus Hold Dur. is the length of time that the agent has placed the contact on hold and has not changed their focus to a different contact. Once they change their focus, the agent s state often changes to a value relative to that contact. For example the agent may place a contact on hold and then initiate another contact. Their state is Hold until they begin initiating the second contact at which time their state becomes Initiating. In Focus Hold Dur. is normally found in reports that account for agent time, like Agent Occupancy and Agent Performance by Queue, because it doesn t overlap with the time they spend in other states. Out of Focus Hold Dur. is the length of time that the agent has placed a contact on hold but is working on another contact. Active During Wrap-Up And Aux, state previous to Initiate or Accept Avaya IQ is very literal and straight forward about the state of an agent. An agent is considered to be in the active state when they are actively communicating on a contact regardless of what their state was prior to becoming active. On the other hand, CMS draws a distinction based on the 34 Avaya IQ Standard Reports April 2015

35 Contact delivery target and direction agent s previous state and counts this time differently. For example, if an agent initiates a call while in wrap-up, their state continues to be ACW (specifically ACWOUT) and contributes to total time in ACW. If an agent is in an auxiliary state when they receive or place a call, the agent s state continues to be AUX (specifically AUXIN) and contributes to total time in AUX. Avaya IQ does not count their time on these contacts as ACW or AUX time. Instead it is counted as additional active time. Avaya IQ provides a custom attribute called State Previous to Initiate or Accept which could be used in a custom calculation to produce a measure equivalent to that provided by CMS. Avaya IQ specifically provides the custom measures specific to agent initiated calls while in wrapup: Wrap-up Initiated Interactions Wrap-up Initiated Interaction Dur. Wrap-up Initiated Interaction Dur., seconds Related topics Comparing CMS and Avaya IQ Agent States Simple Call Scenarios as Reported by CMS and Avaya IQ Contact delivery target and direction Avaya IQ classifies contacts according to their delivery target and direction relative to the enterprise. You can use contact classifications to filter and view contacts in ways that are most relevant to your business needs. Contact direction classifications The Contact Direction classifies contacts with respect to the direction of contacts relative to the enterprise. Inbound: The contact origination point is external and the destination point is internal. Contacts between agents within the enterprise are not classified as Internal when the contact is sent from an Communication Manager at one site location and received at a different Communication Manager at a different site location. In this case, the contact counts as an Outbound contact for the initiating agent, while the same contact counts as an Inbound contact for the receiving agent Outbound: The contact origination point is internal and the destination point is external. Internal: The contact origination point and destination point are both internal. Unknown: This classification is assigned to contacts only as a result of some type of error condition. April 2015 Avaya IQ Standard Reports 35

36 Report concepts Delivery target classifications The Delivery Target classifies contacts with respect to whether the contact destination is a specific agent, a group of agents, a party that is not an agent, or a party whose identify cannot be determined. Specific: The contact target is a specific individual and delivery is based on address information that is unique to the agent. Some examples of contacts that have a Specific delivery target include the following: - An extension call to an agent. - If the Communication Manager Direct Agent feature is enabled: A customer call to a routing point that sends the call to a Direct Agent queue for an agent. An inbound customer call to the login ID of an agent. An internal call to the login ID of an agent. Group: The contact target is a group of agents and delivery is based on address information that is shared by all agents in the group. Some examples of contacts that have a Group delivery target include the following: - A customer or agent call delivered to a routing point that sends the call to a group queue. - A predictive or managed customer contact that is initiated when Avaya Proactive Contact joins the contact to an agent queue group and the contact is subsequently accepted by an agent. None: Either the contact was not delivered to an agent or the contact destination could not be determined. For example, the contact target is None when a contact outflows to an unknown destination, the agent initiates an outbound contact, or the agent initiates an internal contact on an unmeasured trunk. Unknown: This classification is assigned to contacts only as a result of some type of error condition. Contact classification mappings The following table maps different types of contacts and contact dispositions to the contact classifications used by Avaya IQ. The table also indicates the types of contacts are delivered to agents and display agent contact handling data in reports. Direction Target Inbound Outbound Internal Specific 1bc Does not occur 1ef Table continues 36 Avaya IQ Standard Reports April 2015

37 Administered resource groups Group 1a 1a 1h None 2ij 1d 1g Agent data recorded for contact? 1 Yes 2 No Contact type or disposition a b c d e f g h i j distributed by group queue distributed by Direct Agent queue inbound extension contact outbound contact initiated by agent internal extension contact to measured agent internal contact delivered by Direct Agent queue internal contact to an unmeasured extension internal contact initiated by agent and delivered by group queue abandon from routing processes before destination is determined routed to unmeasured extension, attendant or other destination off the Communication Manager application Administered resource groups Avaya IQ gives report users the ability to obtain information about different types of resources, such as agents, queues and routing points. The resource selections that are available to you as report inputs depends on the type of report that you want to use and the data access permissions that your Avaya IQ administrator assigns to you. When you open a report for the first time or edit the input parameters for a report that you already use, the Edit Report Inputs dialog prompts you to select resources that you want to evaluate. Depending on the report you want to use, you might be required to select one or more of these resource groups to be the object of the report or to serve as a preliminary step for further filtering of resources. Real-time and historical reports exhibit some minor differences with respect to the way that data access permissions are implemented: Real-time reports: When you have data access for an agent, you can see current agent status for any queue that the agent is currently supporting. For example, if you use the Agent Status report, you can see that one of your agents is currently in Wrap-up state for the Sales queue, and you do not require data access permissions for the Sales queue to see the status information. Historical reports: When you use a report drill-down capability to execute a Contact - Trace or Contact - Details report, the contact information you can see is limited to the agents and April 2015 Avaya IQ Standard Reports 37

38 Report concepts queues for which you have data access permissions. For example, if you drill down from a Long Contacts Behavior - Trend report to a Contact - Details report, the data for agents assigned to you is displayed for the work the agents did in queues that are also assigned to you. However, if a contact was subsequently transferred to an agent who is also assigned to you, but the agent was supporting a queue that is not assigned to you at the time they accepted the contact, then you cannot see the agent data for that segment of the contact. Report output problems when using identical resource names and IDs across data sources You are allowed to assign identical resource names and IDs for agents, queues, routing points, and processes across different data sources. For example, you can have a queue on one Communication Manager system with a name and ID of SpecialSales(243), and you can have a queue on another Communication Manager system with the same name and ID, SpecialSales(243). However, when you have identical resource names and IDs across data sources, it causes problems with standard historical and real-time reports (not the real-time dashboard reports) when the following three conditions occur: Queues, agents, routing points, or processes have the same name and ID on multiple data sources, and A report user puts those resources that have identical names and IDs in the same reporting group, and A report user runs a standard real-time or historical report that takes the resource group and one or more resources as input. When you run standard real-time or historical reports (not the real-time dashboard reports), you are prompted to select from a list of available resources. If you have resources with identical names and IDs, you will see only one entry in the list of available resources. There is no way to tell which single resource that entry represents until you run the report and see the value displayed in the Source column of the report. You cannot affect or predict which resource might be displayed in the report. You can also experience the same problem even if the identically named resources are not in the same group. The condition occurs if you run a report that takes more than one resource group and one or more resources as input to the report, and you select both groups that have resources with identical names and IDs. With reports for Proactive Contact systems, if the same job name (queue name) is shared across all Proactive Contact Dialers (Primary and Secondary), Standard Reports cannot differentiate between these jobs across the dialers. If you select both dialers for your report input, the report shows data for only one job. To avoid these report output conditions, do not administer resources across different data sources with identical names and IDs. You can assign identical names to resources as long as the IDs are different, or you can assign identical IDs to resources as long as the names are different. 38 Avaya IQ Standard Reports April 2015

39 Understanding the None queue and the None routing point Do not use a ~ character in the name of an agent on the switch. If you configure an agent name with a ~ character the agent name does not display properly in Avaya IQ. Understanding the None queue and the None routing point There are three key operational entities in Avaya IQ and CMS: agents, queues, and routing points. Besides their role in routing contacts, queues and routing points are largely mechanisms for characterizing and segmenting work or customers. Agents are evaluated on the basis of how well they perform these kinds of work. Because type of work plays such a central role in managing agents and determining how well the contact center is serving its customers, almost all Avaya IQ standard reports focus directly on queues or routing points (for example, Queue Service Level Summary) or these entities are a dimensional component of the report (for example, Agent Performance by Routing Point Summary). Depending on routing decisions made by the contact center, work will usually be characterized either by its association with a queue or its association with a routing point. For this reason, it is critical that all contact related work be associated with a queue and routing point. However, this becomes difficult when contacts arrive at (or are initiated by) the contact center and there is no associated queue or routing point information attached. This is the case for contacts that are sent directly to the agent s extension or contacts that are directly initiated by an agent and that are not related to the handling of another contact. These contacts are commonly referred to as extension in and extension out calls in CMS. Inbound extension calls can be received anytime the agent is not active on a contact. Outbound extension calls can be initiated if the agent is idle, holding or in wrap-up on a contact, or in an auxiliary state. (Calls placed while another is on hold or in wrap-up are considered to be related to the call on hold and inherit the routing point and queue of that call.) CMS associates extension calls that are received or initiated from the idle or an auxiliary state with the agent s first logged on skill. Since agents automatically log into all their administered skills, the first logged on skill is the same as their first administered skill. This is an arbitrary association but necessary given the way that CMS organizes its data. Instead, Avaya IQ indicates that there is no queue or routing point for these contacts by associating them with the None queue and the None routing point. The None queue and the None routing point can show up in queue and routing point reports (or wherever the queue or routing point dimensions are included) anytime that inbound or outbound calls take place and no queue or routing point can be associated with the call. The None queue and the None routing point are created automatically in the Avaya IQ database when the system is installed. They can be found in the Reporting: queues and Reporting: routingpoints resource groups, respectively. The examples below show these groups both in OAM and in Reporting. April 2015 Avaya IQ Standard Reports 39

40 Report concepts OAM interface Reporting interface Because the None queue and routing point are identifiers for contacts delivered directly to agents or initiated by the agent without any associated queue/routing point, they have none of the routing point and queue-specific measures like service level targets, abandons, outflows, or wait duration. They cannot be managed and so there s little value in including the None queue and routing point when running queue and routing point reports. However, if you want to report on agents and all the work they do, be sure to include the None queue or routing point when running agent reports. The following example shows the None queue in an agent by queue report: 40 Avaya IQ Standard Reports April 2015

41 Understanding the None queue and the None routing point Since you will want to include the None queue and routing point under certain circumstances but not others, be sure that your queue and routing point group definitions in OAM keep the None entities separate from real queues and routing points. When running reports for queues or routing points, you should only select groups that contain real queues and routing points. When running reports for agents select the real routing point or queue groups as appropriate and select the Reporting: queues or Reporting: routingpoints groups as well so that the None queue or routing point is included in the report. Outbound jobs have an associated queue but no routing point so these calls are associated with the None routing point. The Agent Performance by Routing Point reports have little value in a purely outbound environment. Important: For report users to select to the Reporting: queues and Reporting: routingpoints groups in reports they must have access permissions to these groups defined in OAM. The example below shows the supervisor role being assigned view permission for all of the Reporting: groups. April 2015 Avaya IQ Standard Reports 41

42 Report concepts Blended agent reporting Avaya Proactive Contact and Avaya Communication work together to support blended agent work for inbound and outbound contacts. Avaya IQ applies a common set of measurement points and calculations to the information obtained from both applications, so that all of the data is recorded in the same standard format. Therefore, you can directly compare agent performance measures for inbound and outbound work. Report users who want information for blended agents can also use the following report features that are provided in Avaya IQ reports: Report drill down and drill through capabilities Trend reports Thresholding for various report items Agent Occupancy reports Avaya IQ occupancy reports can combine data obtained from both inbound and outbound agent work and display the data in one report. For each agent, key activities, such as active time on contacts and time spent in related activity states, such as preview and wrap-up, are summarized across inbound and outbound work. Agent performance reports Avaya IQ provides various historical agent performance reports that display contact handling data for your agents. Because most of these reports partition agent contact handling data according to the queues that the agents support and provide summary rows, agent data for inbound and 42 Avaya IQ Standard Reports April 2015

43 Support for the converse-on vector command outbound queues can be viewed in a single report. These reports also provide summary rows that give report users an overall view of blended agent performance. Agent Behavior reports Avaya IQ records information about specific types of agent actions and the amount of time that agents spend in certain activities. This information is provided in historical agent behavior reports. All of the behavior reports that display data associated with contact work either partition the data by contact direction or give you the ability to filter the data by contact direction. Queue performance reports Avaya IQ includes queue performance reports that summarize various types of contact data, such as contact volumes and various agent handling measures. These reports can be used to obtain summary data for queues and make direct comparisons between the queues that support inbound and outbound reports. Detail and trace reports Avaya IQ report users can drill down from agent behavior reports to detail and trace reports that provide additional information about outbound contacts. Support for the converse-on vector command The vector assigned to an Communication Manager routing point can use the converse-on command to send contacts to voice response applications. Avaya IQ records various events and activity states associated with contacts that interact with interactive voice response (IVR) applications. IVR applications and their individual ports are represented as resource in Avaya IQ. Therefore, information about contacts sent to IVR applications can be displayed in Avaya IQ reports. Queue and automated agent identities When an Communication Manager application is configured to support one or more IVR applications, Avaya IQ represents each IVR as a queue. Avaya IQ can represent certain types of automated devices as agents. In this case, the ports associated with each IVR are represented as agents. April 2015 Avaya IQ Standard Reports 43

44 Report concepts Report measurement considerations Abandons: Contacts that disconnect from an IVR can have different dispositions. The type of contact disposition that is assigned to such contacts depends on contact processing events that precede the termination of the contact at the IVR. There are two basic cases: - An abandon count increments if the contact is queued to wait for human agent assistance and then sent to the IVR while waiting in the queue. This kind of call processing is often used to provide announcements or collect information from customers before a human agent interacts with the customer. If the party disconnects from the IVR while the contact is still waiting in the queue, an abandon count is assigned to the contact. - An abandon count increments if the contact is not queued to wait for human assistance before it is sent to the IVR. This kind of call processing is often used when self-service options are available for customers. In this case, an abandon count is not assigned to the contact if the contact disconnects at the IVR. Important: If a party is queued for human assisted service and then given self service options, Avaya IQ treats the contact as an assisted service call. In this case, an abandon count is assigned to the contact if the party disconnects from the IVR while the contact is still waiting in the queue. Queue % in Service Level: The vector associated with Communication Manager routing point can send contacts to wait at a queue for human agents and then execute a converse-on command to direct the contact to an IVR. When contacts are processed in this manner the following rules and conditions apply: - Avaya IQ assumes that the contacts are sent to the IVR for the purpose of an announcement rather than customer self service. Time at the automated IVR agent is counted as wait time. - For purposes of queue service level calculations, contact wait time begins when the contact arrives at the human assisted service queue, continues while the contact receives treatment at the IVR, continues as the contact finishes at the IVR and returns to wait at the original queue, and finishes when the queue offers the contact to a human agent who accepts the contact. - If contacts are directed to an IVR while they wait at a queue for human assisted service, and subsequently handled as self-service contacts at the IVR, abandon counts are assigned to the contacts. Abandon counts contribute to the denominator in % in Service Level calculations. Therefore, a significant number of such presumed abandons can skew the calculation so service level estimates are reduced with respect to the proportion of contacts that actually required agent assistance. Redirects: When a contact is sent to an IVR port but the port does not accept the contact, a redirect count is assigned to the automated agent that represents the port. In this case, a redirect count indicates that the port did not answer the contact within the administered redirection timeout limit. 44 Avaya IQ Standard Reports April 2015

45 Occupancy and aux. work classifications Occupancy and aux. work classifications In general, agent occupancy calculations are used to estimate the proportion of staffed time that agents spend doing contact service work. The types of agent activities that need to be included in occupancy calculations are specific to the operations and goals of each business. Therefore, Avaya IQ includes administration capabilities that allow your enterprise to choose which agent activity states are included in agent occupancy calculations. Each Aux. state is also classified as either Working or Non-working. The Aux. state classification is based on the administered occupancy setting for the Aux state. The classification is tracked in Avaya IQ reports, where report users can use the classification to filter agent Aux. state data. Occupancy classifications Avaya IQ administration provides a complete list of all the activity states that can be recorded and measured for agents. The list includes standard agent activity states, as well as any custom Aux. states that your administrator has implemented for the enterprise. The types of activity states that are either built into the system or implemented by your administrator include items such as: Activity states that are directly related to contact work, such as Active, Hold, Alert, Wrap-up, and so forth. Activities associated with standard system Aux. states, such as Auxiliary - Logon and Auxiliary System Forced. Activities associated with any custom Aux. states that your administrator has created. These Aux. states represent activities that are specific to your business operations, such as administrative work, team meetings, training, and so forth. The general method used to calculate agent occupancy is represented by the following equation: % Occupancy = SUM(duration of Occupied states)/sum(duration of Occupied states) + SUM(duration of Not Occupied states) The manner in which agent activity states are considered in occupancy calculations is determined by the following administered settings: Occupied - agent time spent in this state contributes to both the numerator and denominator in the occupancy calculation. Not occupied - agent time spent in this state contributes only to the denominator of the occupancy calculation. Not applicable - agent time spent in this state does not contribute to the occupancy calculation. This category might include activities such as an Aux. state used for agent work breaks, personal time, and so forth. April 2015 Avaya IQ Standard Reports 45

46 Report concepts Working and non-working aux. state classifications Every Aux. state is classified as either Working or Non-working. These classifications are tracked in Avaya IQ reports, where the classifications can be used by report users to filter Aux. state data. The work classification assigned to Aux. states is determined by the occupancy setting that your administrator has assigned to the Aux. states. Standard system Aux. states provided by Avaya IQ have default occupancy settings that can also be changed in administration. To identify the working classification associated with an Aux. states, refer to the occupancy classification assigned to the Aux. state. Based on the administered occupancy settings, the following rules are used to designate Aux. states as Working or Non-Working for purposes of reporting: Working - Aux. states classified as Occupied in administration are tracked as Working Aux. states in reports. Non-Working - Aux. states classified as either Not occupied or Not applicable in administration are tracked as Non-Working Aux. states in reports. Behavior counts and definitions Avaya IQ provides standard historical reports that supervisors can use to obtain information about various types of agent behaviors. These agent behaviors focus on items that can have a significant impact on cost of service or customer satisfaction. The behaviors covered in this set of reports include actions and activities that can help to identify problems such as: A need for additional agent training. For example, the Long Contacts behavior might help you detect this problem. Agent burn-out problems. For example, the Long Wrap-ups behavior might help you detect this problem. Various types of agent misconduct. The Redirects and Transfers to Same Routing Point behaviors might help you detect agent misconduct. Call routing issues or other issues with system processes. The Short Wrap-ups and Transfers behaviors might help you detect routing and process issues. Behavior counts can be attributed to an agent when the agent performs certain kinds of actions while handling a contact, or when the agent engages in certain activities for an amount of time that is either less than or greater than an administered time limit. 46 Avaya IQ Standard Reports April 2015

47 Threshold definitions Measures based on activity durations: To obtain counts for an agent behaviors based on the duration of a particular type of activity, your Avaya IQ administrator must use the Behaviors administration feature to create a behavior definition that specifies a time parameter for that behavior. The behavior definition must also be associated with one or more queue resources, routing point resources, or both. For example, a Long Contact definition can specify that all contacts longer than 3 minutes are counted for any agents who support a particular set of queues or routing points. Additional Long Contact definitions can also be administered to specify alternate time limits for other sets of queues or routing points. You can easily recognize an agent behavior count based on an activity duration in Avaya IQ reports. This type of behavior always include either Short or Long in the name of the measure. Your Avaya IQ administrator can provide information about the time parameters associated with these behavior counts and the resources to which definitions are applied. Measures based on actions: Behaviors based on particular actions that an agent might do while handling contacts are always displayed as cumulative counts for the specified report time period. These behavior measures do not require any special administration. Conference Initiation and Agent Disconnects Firstare examples of behaviors that are based on specific actions done by the agent while handling a contact. Threshold definitions The Avaya IQ threshold feature gives report users quick visual cues about the significance of report data, such as changing conditions that might require some kind of response. Threshold definitions for report measures are created by your Avaya IQ administrator. Threshold definitions for various real-time and historical measures are associated with one or more queues or routing points. Threshold definitions define conditional format rules for report measures. The background color and font displayed in a report for a particular measure changes when the value of the measure moves above or below a boundary condition in the threshold definition. For example, a threshold definition can be assigned to the % Held Contacts measure so that the background format displayed for values in a report table shows a progressively darker color as the proportion of contacts held by agents exceed various thresholds defined for the measure. Threshold assignments for queues and routing points The Avaya IQ feature provides a broad range of options with respect to the way that thresholds are assigned to enterprise resources. Because the threshold definition assigned to a measure can potentially be different for different resources, the threshold rules associated with a particular measure might also be different in reports that consider different resources. April 2015 Avaya IQ Standard Reports 47

48 Report concepts When your Avaya IQ administrator creates a threshold definition for a measure, the definition must also be associated with one or more queues or routing points. For example, consider a case where thresholds are defined for the Avg. Active Dur. measure. Depending on the number and type of threshold definitions that your administrator has created for this measure, the threshold rules applied to the measure could potentially vary for different contact center resources that you evaluate within and among reports. For example, when a report user generates an Agent Performance by Routing Point report, the threshold definition that are applied to the Avg. Active Dur.measure for a particular pairing of an agent and routing points could be based on any of the following: A threshold definition that is globally assigned to all the routing point groups in the entire enterprise. A threshold definition that is assigned only to your routing point group, so the same definition applies to all the routing points in your report group. A threshold definition that is assigned to your routing point group, with one or more override definitions assigned to specific routing points that belong to the group. Separate threshold definitions that are individually assigned to each of the routing points in your routing point group. Your Avaya IQ administrator can give you information about the measurement threshold definitions that are assigned to the queue and routing point resources that you include in your reports. Threshold types Avaya IQ supports two basic types of thresholds: Ascending threshold type Bilateral threshold type Ascending threshold type The ascending threshold type is based on the assumption that values obtained for a measure have negative implications for the business as the size of values increase beyond a specified range of acceptable values. When a threshold rule based on this type is assigned to a measure, the lower end of the acceptable value range is always set to zero. For example, threshold rules for the % Redirects measure are based on the ascending threshold type. In this case, the threshold specification is based on the assumption that the business wants to minimize the number of redirected contacts, so the acceptable range extends from zero to a percentage value that is appropriate for your business operations. The threshold definition also includes two higher value ranges to indicate operational conditions that are progressively less favorable. The following format rules apply for measurement thresholds based on the ascending linear type: When values that match the acceptable range category appear in a report table, the data is displayed with the normal white background. 48 Avaya IQ Standard Reports April 2015

49 Threshold definitions When values that match the highest threshold category appear in the report, the data is displayed with a red background color. Values that match threshold categories between the acceptable category and the highest category display a background color that is intermediate between white and red. The following figure illustrates the relationship between report measure display formats and threshold categories based on the ascending threshold type. The arrows in the figure indicate condition changing from acceptable to worse: Bilateral threshold type The bilateral threshold type is based on the assumption that the interests of the business are best served when measurement values reside somewhere between the lower and upper limits of a data distribution range. For example, threshold rules for the Avg. Active Dur. measure are based on the bilateral type. In this case, the enterprise considers various factors associated with the type of contact work that agents perform and identifies an optimal range of active times for contacts. Contact active times that the business considers to be too short are less likely to provide adequate customer service. Active times that are too long might also indicate inappropriate service as well as an unacceptable cost for the business. Therefore, the threshold definition specifies a threshold category that includes an acceptable range of Avg. Active Dur. measures as well as other threshold range categories that are either less than or greater than the optimal range. The following format rules apply for measurement thresholds based on the bilateral type: When values that match the acceptable range category appear in a report table, the data is displayed with the normal white background. When values that match the lowest threshold category appear in the report, the data is displayed with a blue background color, and values that match threshold categories between the acceptable category and the lowest category display a background color that is intermediate between white and blue. When values that match the highest threshold category appear in the report, data is displayed with a red background color, and values that match threshold categories between the acceptable category and the highest category a background color that is intermediate between white and red. April 2015 Avaya IQ Standard Reports 49

50 Report concepts The threshold category for the optimal value range does not necessarily need to be located near the center of the data distribution. The optimal range can be skewed to either side of the data distribution. The following figure illustrates the relationship between measure display formats and threshold categories based on a bilateral threshold type. The arrows in the figure indicate condition changing from acceptable to worse: Measures eligible for threshold assignments Most of the Avaya IQ threshold definitions apply only to measures that are based on either average calculations or percentage calculations. Threshold definitions are generally less effective at identifying changing conditions in a consistent and reliable manner when they are applied to quantitative counts and durations for the following reasons: Historical report measures are displayed in the context of report time periods that are specified by the users. For variable time periods, the meaning and significance of a quantitative measure, such as the total Transfers count, or total Wrap-up Dur., is specific to the length of the time period that is specified for the report. Therefore, it is not feasible to create threshold definitions for quantitative measures whose meaning and significance vary with the length of many different reporting time periods. Real-time report measures for the current sliding time interval can be subject to extensive variation over relatively short periods of time. Therefore, threshold definitions are less likely to reveal emerging problems in a consistent and accurate manner. Real-time report measures based on counts and durations collected since the start of day continue to accumulate over time. However, these measures are also subject to significant variation as both the rate and total amount of contact volumes fluctuates within individual days and between days. Again, threshold definitions are less likely to reveal emerging problems in a consistent and accurate manner. 50 Avaya IQ Standard Reports April 2015

51 Representations of time in Avaya IQ reports Representations of time in Avaya IQ reports Avaya IQ represents the concept of time in ways that allow report users to query and view contact data from different perspectives. Selecting a report time zone An enterprise can have multiple contact center facilities located across the globe. In such situations, the local time at each facility can vary from the other facilities by many hours. In some cases, a report user might be concerned only with contact center operations and events for a specific facility. In other cases, a report user might want a simultaneous view of operations and events as they occurred at facilities located in different time zones. Avaya IQ reporting handles time zone considerations in a way that meets the needs of different kinds of report users. When data from a communication application is received by Avaya IQ, the time records for the data are normalized to Coordinated Universal Time (UTC). When you run a standard historical report, you must specify both a report time period and a report time zone. Avaya IQ uses the time zone to determine the range of data that is retrieved for the specified time period. In this way, report users who want operational data for their local facility can view reports from the perspective of their own local time zone. Other report users might want a unified, simultaneous view of operational data for facilities located across multiple time zones. These report users can specify any time zone that provides the most useful frame of reference for their reporting needs. This capability is particularly useful for operations that consist of personnel located at remote home or office locations. The time zone options that you see in the reports are based on the time zone selections that your administrator has configured. Example Consider the following scenario. A report user wants to obtain information about contacts that arrived at a routing point group during a particular two-hour interval. The routing point group includes: A routing point that sends contacts to a facility in Madrid. A routing point that sends contacts to a facility in Singapore. The scenario is represented in the following figure. April 2015 Avaya IQ Standard Reports 51

52 Report concepts A B C Local time, Madrid Local time, Singapore report data PM PM UTC PM PM PM PM In this scenario, a report user can choose to: View the report data for both locations from the perspective of the Madrid time zone. In this case the report shows contacts that arrived at both sites from 3:00 PM to 5:00 PM, Madrid time. View the report data for both locations from the perspective of the Singapore time zone. In this case, the report shows contacts that arrived at both sites from 9:00 PM to 11:00 PM, Singapore time. View the report data from the perspective of some other time zone. In this case, the contact arrival times that are displayed depend on the time zone that you select. Selecting a report time period Most standard reports require a specified time period. Avaya IQ provides a variety of methods to specify report time periods to meet your needs and preferences in different situations. Relative time periods: Use this method to specify a report time period as a fixed interval of time from the present time, such as Last 15 Minutes, Last Hour, Yesterday, Month to Date, and so forth. Since you do not need to specify a calendar date or clock time, you can use this method to quickly specify a time period for your report. 52 Avaya IQ Standard Reports April 2015

53 Representations of time in Avaya IQ reports Absolute time periods: Use either of the following methods to specify an absolute time period. Specific Focus - This method is one of the options in the Time Period list. You choose a calendar date, clock time, and a time window. The time period for the report starts at the date and clock time that you specify and extends for the amount of time specified by the time window. The window intervals displayed in the options list include options such as Minute, 15 Minute, Hour and so forth. This method is useful if you want to obtain data for a time period that is aligned with a standard window of time, such as the last hour of the work shift, or an entire day. Tip: If you select a time window that includes one or more entire days, such as Day, Week or Month, you do not need to choose a clock time. Specific Limits - This method is one of the options in the Time Period list. You can define a report time period according to specific start and end times. To define the time range, use the From and Until controls in the report prompts that are displayed in the report input pages when you use this option. This method is useful if you want to obtain data for time period that is not aligned with a standard window of time, such as a time period that extends from 9:00 pm to 10:00 am the following day. The report includes data that attributed the minute before the time that you specify with the Until controls, but does not include data for the specified minute. Selecting a time grain for trend reports You must specify a time grain for trend reports. The time grain that you select determines how data is partitioned in the rows and time charts in trend reports. Types of time grains Trend reports provide a variety of time grain options that can help you to identify trends and patterns in different kinds of situations. However, all of the time grains options belong to one of two basic categories. Sequential time grains: This time grain gives you a more linear view of data that can help you to answer questions such as the following: - As agents completed the new training module during the week, did we see a decrease in hold times over the course of the week? - After we changed staff assignments this morning, did queue service levels improve over the course of the day? Consider a scenario in which the time period specified for a trend report includes two complete weeks, and Daily Trend is selected as the time grain. In this case, the data is summarized for each of the individual days in the report period and presented in 14 report rows. Each report row correspond to an individual day that occurred during the report time period. April 2015 Avaya IQ Standard Reports 53

54 Report concepts Tip: You can recognize this type of time grain option based on the fact that the word Trend always appears in the name. Recurrent time grains: This time grain gives you a cyclical view of data that can reveal patterns that tend to repeat over time, and help you to answer questions such as the following: - Do agents transfer more calls around lunchtime? - Do I get more traffic on Mondays compared to other days of the week? Consider a scenario in which the time period specified for a trend report includes two complete weeks, and Day of Week is selected as the time grain. In this case, the data for each of the two Mondays that occurs in the report period is combined, the data for each of the two Tuesdays is combined, and so forth. The summarized data is presented in seven report rows that correspond to the days in the calendar week. Tip: You can recognize this type of time grain option based on the fact that the word Trend is not present in the name. Choosing an appropriate time grain size To use trend reports effectively, you must be aware of the following considerations: Select time grains that are proportional to the duration of the report time period. A time grain that is too small or too large relative to the report period produces too many or too few report rows and chart points. Either situation might impede your ability to detect meaningful data trends. For example, if you choose Year to Date as the report time period and a time grain based on 15 Minute Trend, an excessive number of time coordinates on the trend chart might hinder legibility. The first time interval, the last time interval, or both, might represent less time than other report intervals. This happens if either the report start time or report end time does not align with the start or end time of the time grain you chose for the report. For example, consider a case where Last Month is specified as the report time period and Weekly Trend Weekly Trend is specified for the time grain. If the previous month began in the middle of the week, the data for the first weekly interval includes less time then succeeding intervals that contain complete weeks. Missing interval rows In trend reports, each row displays the data obtained for the report measures during an interval of time that is based on the time grain specified for the report. Interval rows are excluded from reports when no data is recorded for the report measures during the interval. Consider a case in which a report user specifies an Hourly Trend time grain for a Long - Contacts Behavior - Trend report. If the agent works for several hours without working on long contacts, the report does not display rows for the intervals when long contact counts were not attributed to the agent. 54 Avaya IQ Standard Reports April 2015

55 Measurement calculation methods Measurement calculation methods Some reports include summary measures in the form of averages and percentages. Avg. Active Dur. and % Abandons are examples of summary measures that are calculated from more basic measurements. Average and percentage calculations are based on measurements obtained from individual measured entities, such as an agent, a contact, a trunk, or a routing point. When averages are calculated for an individual entity, the calculation uses the simple arithmetic mean of the measurements obtained for that entity. Example: Avg. Active Dur. = total active duration/ handles When percentages are calculated for an individual entity, the calculation uses the simple proportion of the two measurements that contribute to the percentage. Example: % Transfers = (transfers/handles) x 100 Some reports also display summary averages and percentages for groups of measured entities. An example of this kind of summary measure is when Avg. Active Dur. is used to represent the average amount of time that all of the agents in a work group spent in a state of active communication with contacts. In this case, the summary measure is not calculated as the average of the individual Avg. Active Dur. measures for each of the agents in the work group. Instead, the original agent Active durations and Active counts for the individual agents in the group are used to calculate the overall average for the work group. A similar method is used to calculate percentages for groups of measured entities. In every case, group calculations always refers to the original measurements obtained for the individual entities that form the group. Summary values You can use the Summary function to include overall summary values for report table measures. The summary values are displayed in a final Summary row at the end of the report table. For crosstab reports, summary functionality is applicable only to report items listed under Content. When you assign the Summary function to a report measure, you specify the type of mathematical operation that the report uses to generate the summary value. You select summary operations from the pull down list adjacent to the Summary toolbar button. Summary function operators You can use the following operators with the Summary function: Average: The summary value is derived as the simple arithmetic mean of the report values obtained for the specified measure in the report. Apply this summary operation to measures that consist of counts or durations. April 2015 Avaya IQ Standard Reports 55

56 Report concepts Calculate: The summary value is derived as a recalculation of all source values that contributed to the percentage or average values obtained for the specified measure in the report. Apply this summary operation to measures that consist of percentages or averages. Consider an example where the Calculated operator is specified for the % Transfers measure in an Agent Performance by Queue report. The % Transfers measure displayed in the report for each agent is derived as (Transfers/Actives) * 100. When the Calculated option is chosen for the Summary function, the report does not use the derived % Transfer values that are displayed for each agent in the report. Instead, the report refers to the original set of Transfers and Actives counts for each agent and recalculates an overall % Transfer summary value based on this complete set of agent data. A similar method is used to recalculate summary values for measures that are based on average calculations. This method eliminates mathematical distortions that can occur when values based on percentages or averages are used to derive new summary values based on percentages or averages. Maximum: The summary value represents the highest value obtained for the specified measure in the report. Apply this summary operation to measures that consist of counts, durations, percentages or averages. Minimum: The summary value represents the lowest value obtained for the specified measure in the report. Apply this summary operation to measures that consist of counts, durations, percentages or averages. Total: The summary value is derived as the sum of the individual values obtained for the specified measure in the report. Apply this measure to operations that consist of counts or durations. Specifying summary values About this task For crosstab reports, summary functionality is applicable only for items listed under Content. Procedure 1. In the Crosstabs or Tables tab, highlight the measure to which you want to assign a summary value. 2. Choose a summary operation from the drop-down list next to the Summary button. 3. Click Summary. System displays the type of operation you selected in the Summary row. 56 Avaya IQ Standard Reports April 2015

57 Understanding the Avaya IQ attribution model Understanding the Avaya IQ attribution model Attribution means the association of data with a particular entity. That entity can be an agent, queue, routing point, device, agent state, contact, and others but particularly with an interval of time. When something is reported to have happened is as important as to whom or to what it happened. Avaya Call Management System (CMS) takes a simple, though possibly misleading approach to recording when something happens. CMS collects information about the arrival and processing of a contact and records almost everything about that contact as if it all occurred in the same interval of time that the contact completed in the contact center. In the illustration below, the thick black lines represent calls that arrive and are processed in a contact center. The length of the line corresponds to the length of the call. The calls are graphed against a time line with intervals (hours, days, weeks, and so on) identified. This next illustration demonstrates the way that CMS attributes all of the information about these calls to the interval in which they completed in the contact center. The arrival of the call, unlike most of the measures associated with the call, is attributed in CMS to the interval in which the call arrived and not to the interval in which the call completed. This measure is called I_ARRIVED. This means that all of the time spent waiting, active at all agents, and in wrap-up at all agents is attributed to the interval in which the call completed as if all of these durations of time and events actually happened in that interval. April 2015 Avaya IQ Standard Reports 57

58 Report concepts As long as contacts are relatively short in duration relative to the size of the intervals (as with telephone calls), this is a reasonable approach. It also has the positive (if not necessarily realistic) side effect of ensuring that counts add up nicely in summary reports since this method ensures that all contacts that complete in an interval are treated as if they arrived in the same interval. This approach is less appropriate with contacts that are long lived particularly non-live contacts like and documents. Similarly, as contact centers take a finer grained approach to contact center management and begin to view time in 1 and 5 minute chunks rather than 30 and 60 minute chunks, even short lived contacts become a problem for reporting. Avaya IQ has taken a different approach to attribution in order to meet the needs of these multichannel and fast paced contact centers by attributing events as close as possible to the interval in which they occur. Avaya IQ has several attribution points in the life of a contact and attributes information about the contact to the interval for which each of these points is reached: arrival at the contact center - or contact creation in the case of an outbound or internal contact arrival at a routing point arrival at a queue completion of waiting in routing point processing (outflow, abandon, queuing) completion of waiting in queue or alerting (outflow, abandon, acceptance by an agent) acceptance by the agent (connect for a call) disconnect at the agent conclusion of wrap-up Note that these points exist for each involvement of an agent in a contact and all the associated routing. Measures like Active Dur. and Hold Dur. attribute, for each agent interaction, to the interval in which the disconnect takes place since the agent cannot accumulate any further active time or hold time for that interaction once it has disconnected. The benefit of this approach is a better representation of what your contact center agents, routing points, and queues are doing at various times of the day. This is especially critical for understanding traffic load and agent behaviors. Unfortunately, counts associated with an interval of time aren t guaranteed to add up. For example, the following illustration represents a portion of a customized Queue Performance Trend report: Interval Arrivals Disposit ions 1/3 12:15 PM Abando ns Busies Cancels Dequeu es Outflow s Accepts Handles Table continues 58 Avaya IQ Standard Reports April 2015

59 Service observing Interval Arrivals Disposit ions 1/3 12:30 PM 1/3 12:45 PM Abando ns Busies Cancels Dequeu es Outflow s Accepts The Dispositions column is calculation that simply adds all the dispositions for a queued contact according to this formula: Abandons + Accepts + Busies + Cancels + Dequeues + Outflows Handles Note that the number of arrivals does not equal the total dispositions from 12:30 to 12:45. One disposition is not accounted for. That s because one call was still in queue as the interval ended. It left the queue during the next interval (12:45 to 1:00) and that s why the number of dispositions exceeds the number of arrivals for that interval. Because the Arrivals measure attributes at arrival to queue and the various disposition related measures attribute later (when they occur), the sum of the dispositions may not match the arrivals because they may not represent the same set of contacts. Similarly, the Accepts measure attributes to the interval in which the agent is connected to the contact while the Handles measure attributes to the interval in which he/she finishes the contact. These may be different intervals, so the two counts may be different. On the other hand, if one selects an interval of time during which all contacts (and only those contacts) that arrive are completed then the numbers will add up. For queues that are only staffed during business hours, the numbers in a daily report will add up. On the positive side, Avaya IQ accurately reflects what happened during any interval of time. The wait duration for a particular hour of the day accurately reflects the amount of time that contacts waited for service in that hour. The number of transfers completed by an agent during a particular hour of the day accurately reflects the behavior of that agent and may provide insight as to why the agent is transferring more calls at that time than at other times. Service observing The communication applications supported by Avaya IQ provide various types of service observing capabilities. Avaya IQ can record various types of information about parties who participate in contacts in a Service Observer role. April 2015 Avaya IQ Standard Reports 59

60 Report concepts Communication Manager service observing Communication Manager provides several service observing options. Information about the ways in which service observing parties are represented in Avaya IQ reports are provided in the following sections: Identification in reports: Service observers can enter observation mode with or without logging in to the system as an administered agent. An agent name and ID is displayed in Contact - Trace and Contact - Details reports when observers log in as agents. Service observing parties who do not log in as agents are identified as Unmeasured parties in reports. In Contact - Trace reports, the Observer role is displayed for service observing parties. Inclusion as contact parties: The point at which a service observer joins contacts and disconnects from contacts depends on the service observing option used by the observer: The observer can use a VDN service observing option that connects the observer to incoming contacts as they enter a specified VDN. In this case, the service observer is displayed as a contact participant while the contact is in routing processes and waiting in queue. The service observer remains with the contact until either the customer party disconnects or the observer disconnects. The observer can use a VDN service observing option that connects the observer to incoming contacts after contacts that enter a specified VDN are accepted by an agent. In this case, the service observer becomes a contact participant when the accepting agent becomes active with the contact. The service observer remains with the contact until either the customer party disconnects or the observer disconnects. The observer can use an agent service observing option that connects the observer to contacts that are handled by a specified agent. In this case, the service observer becomes a contact participant when the accepting agent becomes active with the contact. If the observed agent holds the contact, the service observer is disconnected from the contact and the Disconnected from On Hold exit reason is displayed for the observing party in Contact - Trace reports. However, this type of disconnect event does not cause a Disconnected from On Hold count to attribute to the observed agent for the contact segment. Idle agent while contacts wait in queue: A service observer can log in to Communication Manager as an administered agent and initiate service observing without entering an Aux. state or the wrapup state. In this case, the observing agent can be reported in the idle state before the observer is connected to a contact. For example, a service observing agent can be displayed as an idle agent in real-time Multiple Queue and Agent Status reports. This agent remains in a service observing wait state and is not actually available to receive inbound contacts from the queue. Best practice for service observers who log in as agents is to enter an appropriate Aux. state before starting service observing activities. Avaya Proactive Contact service observing Avaya IQ does not currently collect data for service observing agents on Avaya Proactive Contact. 60 Avaya IQ Standard Reports April 2015

61 Arrivals, Accepts, and Handles - definitions and count differences Arrivals, Accepts, and Handles - definitions and count differences Arrivals is a queue measure and attributes to the interval in which the contact arrived at the queue. Accepts attributes to the interval in which the contact was accepted by the agent. Handles attributes to the interval in which the contact is completed at the agent. Besides point of attribution, contacts that arrive at the queue need not be accepted by an agent. They can abandon, outflow, dequeue, be canceled or be busied. As contacts flow through the contact center, different kinds of events can cause measured counts for the Arrivals, Accepts, and Handles measures for a routing point or queue to be unequal. In some cases, differences between these measures can be significant. Differences between these measures can be observed in historical performance reports for queues or routing points when all three measures are included in the same report. Blind transfers Avaya IQ reports support Communication Manager voice contacts that involve a transfer to a new routing point before the agent at the far end is connected to the contact. This type of operation is commonly called a blind transfer. If the transfer destination is an administered routing point, the transfer can be executed while the contact is in a routing process, waiting in queue or alerting at an agent. In such situations, additional Arrivals counts can be attributed to either the routing point or both the routing point and a queue for the routing point. Additional Arrivals counts occur because separate counts attribute for both the set up contact and the transferred contact. Attribution of additional counts for Arrivals to routing points and queues depends on the point at which the contact is transferred to the new destination. The attribution rules for Arrivals counts when blind transfers are sent either to a new routing point or the queue for a routing point are summarized in the following figure: A B C D Customer contact active at agent On Hold Possible transfer points Agent initiates new contact Table continues April 2015 Avaya IQ Standard Reports 61

62 Report concepts E In process at VDN 2 F Waiting in Queue 22 G Alerting at agent H Active at agent 1 Case 1 2 Case 2 3 Case 3 4 Case 4 Point of transfer Case 1 - Transfer event occurs after the set up contact enters the new routing point, but before delivery to any queues. Case 2 - Transfer occurs after the set up contact is sent to wait in one or more queues. Case 3 - Transfer occurs after the set up contact begins to alert at the agent. Case 4 - Transfer occurs after the set up contact is accepted by the agent. Attributed Arrivals VDN 2 Queue 22 Two arrivals One arrival Two arrivals 1 Two arrivals Two arrivals Two arrivals One arrival One arrival Outflows and abandons Arrival counts reported for routing points or queues can be greater than the Accept counts or Handle counts for those entities when contacts outflow or abandon from the routing point or the queue. Accepts and handles There are some situations where Accepts can be more than Handles and IQ increments the Accept count but not the Handle count. For example, If Agent A calls a VDN and selects the details for vector processing and holds the call after the call is queued; then the call is delivered to agent B. As the call is on hold, B cannot handle the call and drops the call after sometime before A reconnects to the call. In this case, B has accepted the call but has not handled it as the call was on hold. 1 If the contact is sent to wait at more than one queue, the extra Arrival count attributes only to the queue that delivers the contact to the agent. An additional count attributes to all other queues. 62 Avaya IQ Standard Reports April 2015

63 Understanding the Avaya IQ dimensional data model Data completeness Differences between the Arrivals count and either the Accepts count or Handles count displayed for routing points or queues in historical reports can occur when the following conditions exist: The time that a contact was accepted by the agent and the time that the handle completed are recorded in separate data aggregation intervals. The specified time period for the report excludes one of the intervals. Understanding the Avaya IQ dimensional data model This section describes the fundamental aspects of the Avaya IQ dimensional data model that make it unique. These aspects are the key to understanding and customizing Avaya IQ reports. Dimensional data Dimensional data model have, at their core, data associated with individual transactions. The transactions that are relevant to Avaya IQ involve agent state changes and contact state changes. The fundamental data associated with these transactions are: the state that the agent or contact was in at the time the length of time that the agent or contact was in that state The transactions are often referred to as facts, as in, it is a fact that this thing happened in this way at this time. What makes the data model dimensional is that each of these transactions are decorated with as many attributes of interest as possible like the ID of the agent or agents involved, the queue and routing point that delivered the contact to the agent, the state that the agent came from prior to this state and the state they go to next, the disposition of the contact as it leaves the routing point or queue, and others. This concept of transactions decorated with attributes is illustrated below: April 2015 Avaya IQ Standard Reports 63

64 Report concepts 1 6 Attributes of transaction data Each attribute is an element of a dimension. One attribute may be the ID of a particular queue in the queue dimension. Another may be the ID of a particular agent in the agent dimension. A third may be the ID of a particular disposition in the dispositions dimension. Finally, a key attribute throughout the data model is time. There will often be several time-related attributes that describe when the transaction took place. The dimensions themselves include additional information about each attribute. For example the agent dimension may include information about the number of years that an agent has been employed or the amount of training that an agent has had. What makes dimensional models so valuable for reporting is that they provide tremendous flexibility in how one looks at the data. The flexibility I m referring to is the ability to count or summarize all facts that had any combination of attributes. Flexibility is key to reporting because it is difficult to predict what questions will arise as contact centers evolve. Dimensional reports What does this mean for Avaya IQ reports? First of all, it means that it is important to understand the dimensionality of each report. We sometimes talk about this as the grain of the report. For example, the Agent Performance by Queue Summary report pictured below has one row for the combination of agent and queue. 64 Avaya IQ Standard Reports April 2015

65 Understanding the Avaya IQ dimensional data model Each measure that appears in the report (Handles, Transfers, and so on) is specific to that combination of dimensional attributes. The grain of this report is agent and queue. With a dimensional data model, it is easy to change the grain of the report to answer a different question. For example, assume that the question of interest is: How do agents generally handle inbound calls compared to outbound calls? Because the contact transaction data is decorated with a contact direction attribute, answering this question is as easy as replacing the Queue dimension with the Contact Direction dimension as pictured below. April 2015 Avaya IQ Standard Reports 65

66 Report concepts Now the measures represent a summarization of an agent and contacts they handled that were either inbound to the contact center or internal to the contact center. Creating custom measures Finally, you can use this same dimensionality to create highly specialized custom measures. The following calculation will produce a measure that summarizes the amount of time that agents spent on contacts that were inbound to their extension. total((if (([Agent & Work Group Performance].[Contact Delivery].[Contact Context] = 'External') and ([Agent & Work Group Performance].[Queue]. [QueueKey] = 1) and ([Agent & Work Group Performance].[Contact Delivery]. [Contact Direction, Base Name] = '_Inbound_')) then ([Active Dur. Seconds]) else (0)) for ([Agent])) It accomplishes this by counting the time (Active Dur. Seconds) that agents spend on contacts that originate outside (External) to the contact center, that were directed to the agents extension (QueueKey = 1, meaning the None queue), and the work was inbound to the agent (Contact Direction, Base Name = Inbound). Such calculations are possible only because we know that each transaction is richly decorated with lots of dimensional information. Reporting interface performance The performance that report users observe is based on many conditions: Performance characteristics of the Reporting host hardware 66 Avaya IQ Standard Reports April 2015

67 Reporting interface performance Number of report users Number of reports being run Number of high and medium impact reports being run Types of reports being run (historical vs. real-time) Real-time report output volume Refresh rates of real-time reports Non-report activities occurring on the Reporting host, such as backups running during regular user hours Database throughput When a system is first implemented, the design of the system is based on the anticipated number of report users and the types of reports the users were expected to run. A high number of resource intensive reports or high report output will impact report performance. Over time, if more report users have been added, the mix of reports being run, or the size of the report output has changed to more processor or memory intensive reports, users may notice a degradation of performance when running reports. This is especially true for real-time reports. Users might experience report interface latency, reports that run slowly, refresh times that are delayed, or reports that do not run at all within a reasonable wait time. Consider the following possible solutions to help improve performance when running reports: Ask report users to limit the output of real-time reports. Configure reporting groups to include only the number of entities (agents, devices, routing points, and queues) to which the report users need access. For example, an agent group should include only the agents the report user will manage. Non-summary real-time reports (reports that list entities) should be limited to approximately 100 entities. No more than 15% of the non-summary real-time reports should report on over 400 entities. Ask report users to limit their high impact report usage during peak periods. High impact reports are Multiple Queue and Agent Status, Queue and Agent Status, and Agent Status. Medium impact reports are Queue Group Status and Queue Performance. Ask report users to reduce refresh rates on real-time reports. Ask report users to schedule historical reports during non-peak hours. If you have more than one Reporting host, spread the report users more evenly across each Reporting host to help balance the load. Add one or more Reporting hosts to your deployment. April 2015 Avaya IQ Standard Reports 67

68 Report concepts Differences between Call Management System and Avaya IQ while displaying agent time in state duration Call Management System and Avaya IQ standard reports display the agent time in state duration differently. Call Management System standard reports use the AGTIME data item, which resets the state timer whenever the work mode of the agent changes, and not when the direction changes. This means that the time an agent spends in the AUX or ACW work mode continues to be incremented even if the agent makes or receives a call from that mode. Avaya IQ standard reports reset the state timer whenever the agent s work mode or direction changes. This means that the time that the agent spends in the AUX or ACW state is interrupted when the agent makes or receives a call. Time on the call is shown as active time, and not auxiliary or wrap-up time. When the agent returns to the auxiliary or wrap-up state, the timer is reset again, and the timer increments until the next work mode or direction changes. Note that Call Management System has another data item, AGDURATION, which resets the state timer whenever the agent s work mode or direction changes. Reports that use this data item in CMS perform in the same manner as the IQ standard reports. Session timeout Avaya IQ processes real-time events to generate the data used in Avaya IQ reports. While processing the real-time events, errors may occur which result in missed events. These missed events can lead to situations where the event processing for a given contact does not terminate. Report users may become aware of such issues if they see agents or contacts that appear to be stuck in a certain state, that is, they stay in the same state for an unusually long time. To handle these errors so that these agents or contacts do not stay in a particular state forever, Avaya IQ has implemented a timeout mechanism that terminates the tracking of contacts that do not change their state for longer than the configured timeout period. Releases earlier than Avaya IQ 5.2 only provided timeout values for voice contacts, since Avaya IQ only supported the voice channel. Avaya IQ 5.2 supports both live channels, such as voice and web chat, and other channels, such as , FAX, and document. The default session timeout value for live channels is between 2 and 7 hours, depending on the place in the event stream at which the error occurred, and between 72 and 79 hours for the other channels. The session timeout values for the channels are configurable. However, Avaya recommends that customer administrators contact Avaya if they need different session timeout values for some channels. 68 Avaya IQ Standard Reports April 2015

69 Avaya Aura Contact Center interactions and considerations Avaya Aura Contact Center interactions and considerations Channels supported in this release Avaya IQ 5.2 supports report data for the following incoming channels from Avaya Aura Contact Center: Facsimile (FAX) Short Message Service (SMS) Document Web chat No other Avaya Aura Contact Center channels are supported in Avaya IQ reports. These unsupported channels can be enabled on the Avaya Aura Contact Center system, but report data for those channels are not yet supported by Avaya IQ. When multiplicity is enabled, which allows agents to work on multiple contacts simultaneously, agent states cannot be tracked correctly for agents who are working on contacts from supported channels and unsupported channels at the same time. Avaya recommends that you not enable or set up any Avaya Aura Contact Center channels that are not supported for reporting. Agent login sequence in relation to reports When Avaya Aura Contact Center agents log in for work, the login sequence includes an idle duration of zero seconds. Transferred contacts When Avaya Aura Contact Center agents transfer a contact to another agent, the current contact is closed out and Avaya Aura Contact Center reports the transferred contact as a new contact. The transferred contact appears as a separate record in Avaya IQ reports. Report states Avaya Aura Contact Center does not report the wrap-up state. If Avaya Aura Contact Center has administered custom auxiliary state display names, those names are initially populated into Avaya IQ from Avaya Aura Contact Center. Subsequently, the custom auxiliary state display names can be changed and localized using Avaya IQ administration. Once the custom auxiliary state display names are administered using Avaya IQ, subsequent changes to the names in Avaya Aura Contact Center have no effect on the display names seen in reports. Work Mode Duration In Avaya IQ you can generate a report using the agent work modes. The agent work modes are Wrap-up Mode Duration and Aux Mode Duration. In both cases, the duration of the work mode April 2015 Avaya IQ Standard Reports 69

70 Report concepts starts when the agent enters the aux or wrap-up state and ends when the agent becomes idle, enters another aux state, or logs out. However, as the agent remains in their current aux or wrap-up work mode regardless of whether they receive or initiate calls, the work mode durations include this time spent on calls. The following diagram illustrates the differences between Avaya IQ calculations of state duration and work mode duration: The implementation used to determine these work mode durations is to add an additional column to the AgentStateFact historical database table. This column will hold an identifier of the agent state (particular aux state or wrap-up state) while the agent remains in a particular aux or wrap-up work mode. The Avaya IQ business object layer can then add up the durations associated with those rows and present special new measures for inclusion in custom reports. Aux. Mode Duration has the dimensionality of Agent and Aux. state while Wrap-up Mode Dur. has the dimensionality of Agent. Wrap-up No Contact Note that Communication Manager allows the agent to go into the wrap-up state without an associated call. While the word wrap-up is associated with the name of this state, this agent activity is treated as just another aux state by Avaya IQ because there is no associated contact. Therefore, the measure associated with this agent activity is Aux. Mode Duration. Limitations This implementation has the following limitations: 1. The work mode measures are available as historical measures. 2. Only the work mode duration measures are supported. There are no associated counts so it is not possible to calculate the average duration of a work mode. 3. These are event-based measures. It means, that a report that is run with a time period that begins or ends while an agent is in the middle of a work mode will only display durations completed during the period of the report. This is usually not a significant distinction unless one is creating average durations which, as stated above, is not supported. See the following diagram: 70 Avaya IQ Standard Reports April 2015

71 Work Mode Duration 4. There is no queue or routing point dimensionality for the wrap-up work mode measure. Therefore, the wrap-up work mode measure cannot be used in Agent by Queue or Agent by Routing Point reports. You can use the wrap-up work mode measure only in agent reports. If you use the wrap-up work mode measure in an agent by queue or routing point report, the value will likely repeat for each queue or routing point row and the summarization value will likely be too large. 5. These measures are not aggregated. Therefore, they will have the same performance as other measures derived from detailed data like the agent behavior measures. Generating a cross-tab report of Agent by Aux Work Mode durations About this task Perform the following steps to create a report similar to the Agent by Aux. State - Summary report. The customized report displays the work mode durations and not the standard state durations in the Agent by Aux. State - Summary report. Procedure 1. In Report Designer, open the Agent by Aux. State - Summary report and assign an appropriate title to the report. 2. Click the Crosstabs tab, select the Dur. measure, and click the edit icon. The system starts the Calculation Editor. The Agent by Aux. State - Summary report already contains a measure named Dur. Therefore, you must change the reporting model measure that the name points to, instead of adding the measure to the report and deleting the old measure. 3. Delete the current calculation from the Calculation box. April 2015 Avaya IQ Standard Reports 71

72 Report concepts 4. Expand the Agent & Group Performance model and the Work Mode Measures namespace and select Dur. 5. To add the calculation to the Calculation box, click Add > Save. 6. Select the measure displayed in the Top Dimension box, and click the edit icon. The system starts the Calculation Editor. 7. Delete the current value from the Calculation box. 8. Expand the Agent & Group Performance model and the Aux. Work Mode query and select Aux. State. 9. To add the calculation to the Calculation box, click Add > Save 10. Click Save As to save the report in My Folders or Custom Reports. 11. Navigate to the location where you saved the customized report, and open the report in the Report Designer. 12. To export the report as an XML file, click Export > Save. 13. Perform the following steps to modify the XML file: You must modify the XML file to change the filtering of the states that you have selected on the Input page. Change the states from standard states to Work Mode states. a. Open the exported XML file in Notepad++. b. Search for the text string <filterexpression>[agent & Work Group Performance].[Aux. State].[Aux. State EID]. c. Replace the [Aux. State] with the text [Aux. Work Mode], and save the modified XML file. 14. To import the modified XML file into Report Designer, click Import > Save. 15. At the prompt, click OK to overwrite the existing report. 16. Run the report. The durations displayed in the cross-tab report represent the length of time that each agent spent in each aux mode. This time includes time that each agent spent on taking or receiving the calls. 72 Avaya IQ Standard Reports April 2015

73 Work Mode Duration Adding the Aux mode and Wrap-up mode durations to a report with Agent as the only dimension About this task To create a customized report, you must use an existing report. For example, you can select the Agent Results Context Summary or the Agent Occupancy Summary report and rename the report to create a new report. Procedure 1. Open a report in Report Designer that has Agent as the dimension, and ensure that you include only Work Group as the input in Report Designer. 2. Assign an appropriate title to the report. 3. Delete all measures except the Agent dimension. 4. To add a new measure, click the add new item icon. You can add new measures to suit your requirements and to add context to the report. However, some measures such as Wrap-up Dur. are compulsory. 5. To add the Wrap-up Dur. measure: a. Expand the Agent & Group Performance model and the Work Mode Measures namespace. b. Select Wrap-up Dur. and click Add. 6. (Optional) To add the Interval Staffed Dur. measure: a. Expand the Agent & Group Performance model and the State Interval Measures namespace. b. Select Interval Staffed Dur. and click Add. 7. To add a calculation to the report, select Calculation and click the add new item icon. 8. To sum up Dur. from the Work Mode Measures namespace when you encounter a particular aux state for the agent in the data, add the following code: total ((if ([Agent & Work Group Performance].[Work Mode].[State EID]= 32) then ([Work Mode Measures].[Dur.]) else (000 00:00:00.000)) for ([Agent])) Ensure that you identify the correct EID for the Aux. State in your calculation. You can view the Aux. State EID from the Aux. States report at Data Export\Data Export Templates\Historical License\Parameter Value Report\Aux. States report. April 2015 Avaya IQ Standard Reports 73

74 Report concepts 9. Select the new calculation, and click Total from the summary field. 10. Select the new calculation, and click the format icon. 11. Select Duration, and click OK 12. Click Save As to save the report in the My Folders or Custom Reports folder. 13. Run the report to view the Agent Aux and Wrap-up mode durations. 74 Avaya IQ Standard Reports April 2015

75 Chapter 4: Routing points, routing processes and queues Routing points and routing processes A routing point is a system that receives contacts and then directs the contacts to a point of service or to an alternate destination. An Communication Manager Vector Directory Number (VDN) is a type of routing point supported by Avaya IQ. Routing points apply routing processes to contacts. Communication Manager vectors are one type of routing process. Routing points can be used to differentiate and classify contacts based on categories that suit the needs of the business. Avaya IQ provides a set of standard reports that are designed to support the needs of contact centers that use routing points in this manner. Routing point control of contacts When a contact is processed by one or more routing points, the current routing point that controls the contact is associated with certain events and processes in Avaya IQ contact records. The routing point that controls a contact at a particular point in time is indicated in various reports, such as the Contact - Trace report. Control end points: For Communication Manager, a contact that arrives at a routing point is controlled by the routing point until the contact is: Accepted by an agent or other party. Terminated by the system with a busy or forced disconnect. Abandoned by the calling party. Redirected to a new routing point. Redirected from alerting after the routing point forwarded the contact to an agent, extension or attendant. Outflowed from the Communication Manager application to a new destination. Other data associations: In general, routing point control of a contact ends when the routing point or a queue for the routing point offers the contact to an agent and the agent accepts the contact. However, various Avaya IQ reports, such as the Agent by Routing Point Performancereports, April 2015 Avaya IQ Standard Reports 75

76 Routing points, routing processes and queues display agent contact handling measures in the context of the routing point that delivered the contact to the agent. Queues Contacts can be sent to wait in queues, where distribution software evaluates the contacts and delivers them to agents. The routing point continues to control the contacts in the queues, and certain measures that attribute to the queue also attribute to the routing point that uses the queue. Wait durations, abandon counts, and outflow counts are some examples of measures that can apply to both a routing point and a queue, although the meanings of those measures may differ between the two. For example, the wait duration for a queue measure is the time that the contact spent in that queue, while the wait duration for a routing point is the time the contact spent in the routing point, whether queued or not. Avaya IQ supports different types of queues, including Communication Manager skills, Avaya Aura Contact Center skillsets, and Avaya Proactive Contact outbound jobs. Avaya IQ also provides standard reports that are designed to support the needs of contact centers that use queues as the basis of evaluation for cost and quality of service. Tracking contacts in queues and queue groups Data collection for contacts and contact events is complicated by the fact that a routing process can send a single contact to wait for service at several queues. When this occurs, the method used to track contacts must be able to: Provide accurate contact arrival data for each queue. Summarize contact data for queue groups in such a way that key measures, such as outflows, abandons, busies and cancels are not counted more than once. Avaya IQ uses special rules and measures to meet the requirements listed above. When a contact is sent to multiple queues, an arrival is counted at each of those queues. When the contact is eventually removed from those queues, different kinds of counts are attributed to the queues. The following rules are used to determine which counts attribute to queues when a contact is sent to wait at multiple queues: Abandon from queue: If the contact abandons while it is waiting in the queues, an Abandon count attributes to the first queue to which the contact was sent. A Dequeue count attributes to all other queues. Abandon from alerting: If the contact abandons while it is alerting at the agent an Abandon count attributes to the queue that offered the contact to the agent. A Dequeue count attributes to all other queues. 76 Avaya IQ Standard Reports April 2015

77 Special routing points and queues Handle at agent: If the contact is offered to an agent assigned to one of the queues and the agent handles the contact, a Handle count attributes to the queue that offered the contact to the agent. A Dequeue count attributes to all other queues. Redirect from agent: If the contact is offered to an agent assigned to one of the queues but the contact redirects to another location after the agent fails to accept the contact, a Redirect count attributes to that queue. A Dequeue count attributes to all other queues. When a contact is offered to an agent by a queue but the contact redirects before the agent accepts, Outflow counts are also attributed to both the queue that offered the contact to the agent and to the routing point that controls the queue. Outflow: If a routing application sends the contact to an alternate destination before the contact is accepted by an agent in one of the queues, an Outflow count attributes to the first queue to which the contact was sent. A Dequeue count attributes to all other queues. When a contact is offered to an agent by a queue but the contact outflows before the agent accepts, Redirect counts are also attributed to both the queue that offered the contact to the agent and to the routing point that controls the queue. Busy or Cancel: If the contact is sent to multiple queues, and a routing application subsequently applies a busy or cancel treatment to the contact, the Busy or Cancel count attributes to the first queue to which the contact was sent. A Dequeue count attributes to all other queues. Special routing points and queues Avaya IQ includes special routing points and queues that are provided either to support special contact cases or support the functions of communication applications. None queue and none routing point If your Avaya IQ administrator has given you data access permissions for the None queue or the None routing point, these items can appear as input parameter options for various Avaya IQ reports. Contacts assigned to none queue and none routing point The following types of contacts are assigned to either the None queue or None routing point: Internal contacts initiated by the agent are assigned to both the None routing point and None queue when the contacts are not delivered to the destination by an administered routing point and queue. April 2015 Avaya IQ Standard Reports 77

78 Routing points, routing processes and queues Internal contacts received by the agent are assigned to both the None routing point and None queue when the contacts are not delivered to the agent by an administered routing point and queue. Inbound contacts that reach the agent by a dialed extension number are assigned to both the None routing point and None queue. Inbound contacts that reach the agent by a dialed agent login id are assigned to the None routing point. These contacts are also assigned to the None queue if the Direct Agent Calling class of restriction is not set for the agent on Communication Manager. Outbound contacts initiated by the agent are assigned to both the None routing point and None queue. Outbound contacts initiated by Avaya Proactive Contact are assigned to the None routing point. These contacts are always assigned to queues that are administered as outbound jobs on Proactive Contact. Contacts can also be assigned to a None queue or None routing point during one or more stages of the overall contact history. For example: - A contact is assigned to the None queue while a contact is in routing processes that precede contact arrival at an administered queue. - A contact is assigned to the None queue after the contact outflows to an attendant or unmeasured station. In this case, the contact is also assigned to the None routing point if the contact is not outflowed by a routing point. Count differences between arrivals and handles This topic explains how apparent count discrepancies can occur when certain types of measures are compared to each other in the context of the None queue or the None routing point. Avaya IQ records counts and durations for various types of measures related to interactions of contacts with queues and routing points. Arrivals, Outflows and Avg. Wait Dur., are examples of contact measures that apply to queues and routing points. These types of measures are not recorded for the None queue or None routing point, because neither of these items exist as actual administered entities on Avaya IQ or the communication applications supported by Avaya IQ. Rather, the None queue and None routing point signify the absence of a delivery queue or routing point. Therefore, certain measures that are specific to administered queues and routing points are never displayed for the None queue or None routing point in Avaya IQ reports. In contrast, other types of measurements can apply to either the None queue or None routing point as well as to the agents who handle contacts assigned to either the None queue or None routing point. Handles, Avg. Active Dur. and Avg. Wrap-up Dur. are examples of measures that apply to the agent that handles a contact as well as to the queue or routing point that delivers the contact to the agent. For the reasons described above, contact measures associated with agents who handle contacts can display data for the None queue and None routing point in various Avaya IQ reports, but other contact measures that apply only to an administered queue or routing point, such as Arrivals, Outflows and Avg. Wait Dur., are not displayed. This situation can lead to count discrepancies in some reports when measures that do not apply to the None queue and 78 Avaya IQ Standard Reports April 2015

79 Special routing points and queues None routing point are compared to measures that do apply to agents who handle contacts associated with the None queue and None routing point. For example, the Queue Group Status real-time report includes both the Arrivals measure and the Handles measure. In general, a close relationship exists between contacts that arrive at a queue and the handles attributed to agents who accept contacts from the queue. But if the None queue is specified as an input parameter for this report, no relationship exists between the Arrivals and Handles counts displayed for the None queue. In this case, the Handles count is the sum of all agent handles for contacts that were assigned to the None queue, but the Arrivals count is always zero, since the None queue actually signifies the absence of a common point of arrival for these contacts. In general, the None queue is most likely to yield useful data when it is included in reports that consider specific agents. Useful reports for none queue and none routing point contacts Data for contacts associated with the None queue is generally most useful for reports that filter contacts on the basis of individual agents, such as the Agent Performance by Queue reports. The Agent Performance by Routing Points reports can also be used to obtain similar agent information for contacts that are assigned to the None routing point. However, if report users manage agents who do both inbound and outbound contact work, they must be aware that all of the outbound contacts initiated by Avaya Proactive Manager are also assigned to the None routing point. Inclusion of either of the None routing categories is less useful for some other types of summary reports. For example, the historical reports in the Queue Performance subject area use summary data that does not filter resources by agents or work groups. In these summary reports, the None queue displays contact data for all of the agents in the enterprise who received or initiated contacts that did not get delivered through a queue. Therefore, data for None routing categories is less likely to be useful in queue and routing point reports that summarize data for all agents. Acquire routing points and queues Avaya Proactive Contact uses special routing points and queues to acquire agents from Communication Manager for outbound work. These entities are administered on Communication Manager for the sole purpose of acquiring agents and are not directly involved in the processing and delivery of outbound contacts. In general, these entities are not associated with measures that are useful for monitoring contact center operations and performance. These entities can either be excluded from Avaya IQ resource groups or collected in special resource groups that identify them as agent acquire routing points and queues that support Proactive Contact. April 2015 Avaya IQ Standard Reports 79

80 Routing points, routing processes and queues Avaya IQ has various queue reports that can provide useful information for the outbound queues administered as jobs on Avaya Proactive Contact. 80 Avaya IQ Standard Reports April 2015

81 Chapter 5: Standard real-time reports Standard real-time reports Avaya IQ provides a set of standard real-time reports that can help report users stay informed about the current status of the resources they manage and quickly respond to changing conditions. Important: The start of day setting for the real time reports does not reset the data in the report when you cross the start of day. If you launch a real time report just before the start of day setting and wait until the time crosses the start of day time, the data in the report does not reset. You must launch the report again just after the same start of day setting to be able to view the data from the correct start of day time. Standard real-time report descriptions Agent Behaviors (queue-based measures) This report displays information about agent behaviors that can be associated with contact handling activities. This report includes counts for the following types of behaviors: Duration based behaviors, such as Short Contacts and Long Holds. Counts for duration based behaviors require an administered behavior definition. The behavior definition specifies a time duration and the queue or queues to which the definition is applied. If a duration is administered for a long behavior but the specified duration exceeds the size of the Sliding Time Window interval, then counts for the behavior cannot be displayed in this report. Event based behaviors that are counted automatically, such as Transfers and Agent Disconnects First. Sliding Time Window measures Extension: The current telephone extension number for the specified agent. April 2015 Avaya IQ Standard Reports 81

82 Standard real-time reports Long Contacts: A count of contacts whose connect duration was greater than the value defined for this measure. The connect duration measurement begins when the agent accepts the contact and ends when the contact disconnects at the agent. Short Contacts: A count of contacts whose connect duration was less than the value defined for this measure. The connect duration measurement begins when the agent accepts the contact and ends when the contact disconnects at the agent. Long Wrap-ups: A count of contact wrap-ups whose duration exceeded the value defined for this measure. Short Wrap-ups: A count of contact wrap-ups whose duration was less than the value defined for this measure. In some business situations, short wrap-ups may occur because work processes force agents into contact wrap-up mode even when contacts do not require wrap-up work. If your contact center uses an automatic wrap-up to give the agents a break between contacts, the Short Wrap-ups behavior should either not be used or the threshold should be set to a shorter interval than the forced wrap-up interval. Transfers: A count of contacts that the agent transferred. Transfers to Same Routing Point: A count of contacts that the agent transferred back to the same routing point that delivered the contact to the agent. Confs: A count of contacts for which the agent created one or more conferences. If the agent creates multiple conferences during the course of a contact, only a single conference count is assigned to the agent for that contact. Redirects: A count of contacts that were delivered to the agent and then redirected after the agent failed to accept the contact. If the contact is redirected to a routing point, there will be outflows for the routing point and the queue that delivered it to the agent. If the contact is redirected to a queue, there will be an outflow for the delivery queue but not for the delivery routing point. Agent Disconnects First: A count of contacts whose parties consisted of the specified agent and original customer when the contact was terminated by the agent. Tip: If this behavior is associated with contacts that also have a short active duration, then the customers have probably not received appropriate service from the agent. Disc. from On Hold: A count of contacts in which a party disconnected from the contact during the on hold state. Long Holds: A count of contacts that the agent held for a duration that exceeded the value defined for this measure. This measure considers hold time in which the agent focus remained on the held contact and hold time in which the agent focus changed to a different contact. Short Aux: A count of the number of times the agent went into an Aux. state and remained in that state for a duration that was less than the value defined for this measure. This measure considers all Aux. states. 82 Avaya IQ Standard Reports April 2015

83 Standard real-time report descriptions Agents may go into wrap-up state or an Aux state briefly and repeatedly in an attempt to affect their position in an idle agent queue. Rapid transitions in and out of Aux states and rapid transitions in and out of wrap-up states when no contact exists are both considered by the Short Aux. measure. This tactic will not work if your contact center is using least occupied agent instead of most idle agent as a distribution method. Agent Behaviors (routing point-based measures) This report displays information about agent behaviors that can be associated with contact handling activities. This report includes counts for the following types of behaviors: Duration based behaviors, such as Short Contacts and Long Holds. Counts for duration based behaviors require an administered behavior definition. The behavior definition specifies a time duration and the routing points or routing points to which the definition is applied. If a duration is administered for a long behavior but the specified duration exceeds the size of the Sliding Time Window interval, then counts for the behavior cannot be displayed in this report. Event based behaviors that are counted automatically, such as Transfers and Agent Disconnects First. Sliding Time Window measures Extension: The current telephone extension number for the specified agent. Long Contacts: A count of contacts whose connect duration was greater than the value defined for this measure. The connect duration measurement begins when the agent accepts the contact and ends when the contact disconnects at the agent. Short Contacts: A count of contacts whose connect duration was less than the value defined for this measure. The connect duration measurement begins when the agent accepts the contact and ends when the contact disconnects at the agent. Long Wrap-ups: A count of contact wrap-ups whose duration exceeded the value defined for this measure. Short Wrap-ups: A count of contact wrap-ups whose duration was less than the value defined for this measure. In some business situations, short wrap-ups may occur because work processes force agents into contact wrap-up mode even when contacts do not require wrap-up work. If your contact center uses an automatic wrap-up to give the agents a break between contacts, the Short Wrap-ups behavior should either not be used or the threshold should be set to a shorter interval than the forced wrap-up interval. Transfers: A count of contacts that the agent transferred. Transfers to Same Routing Point: A count of contacts that the agent transferred back to the same routing point that delivered the contact to the agent. April 2015 Avaya IQ Standard Reports 83

84 Standard real-time reports Confs: A count of contacts for which the agent created one or more conferences. If the agent creates multiple conferences during the course of a contact, only a single conference count is assigned to the agent for that contact. Redirects: A count of contacts that were delivered to the agent and then redirected after the agent failed to accept the contact. If the contact is redirected to a routing point, there will be outflows for the routing point and the queue that delivered it to the agent. If the contact is redirected to a queue, there will be an outflow for the delivery queue but not for the delivery routing point. Agent Disconnects First: A count of contacts whose parties consisted of the specified agent and original customer when the contact was terminated by the agent. Tip: If this behavior is associated with contacts that also have a short active duration, then the customers have probably not received appropriate service from the agent. Disc. from On Hold: A count of contacts in which a party disconnected from the contact during the on hold state. Long Holds: A count of contacts that the agent held for a duration that exceeded the value defined for this measure. This measure considers hold time in which the agent focus remained on the held contact and hold time in which the agent focus changed to a different contact. Short Aux: A count of the number of times the agent went into an Aux. state and remained in that state for a duration that was less than the value defined for this measure. This measure considers all Aux. states. Agents may go into wrap-up state or an Aux state briefly and repeatedly in an attempt to affect their position in an idle agent queue. Rapid transitions in and out of Aux states and rapid transitions in and out of wrap-up states when no contact exists are both considered by the Short Aux. measure. This tactic will not work if your contact center is using least occupied agent instead of most idle agent as a distribution method. Agent Performance Supervisors can use this report to monitor overall performance and productivity of agents in a specified work group for the current sliding time window and day. The measures displayed in this report are grouped on the basis of data collected for the current interval and since start of day. Sliding Time Window measures Extension: The current telephone extension number for the specified agent. Handles: A count of contacts that have completed at the agent, including wrap-up work. % Occ.: The percentage of staffed time that the agent spent doing contact service work. The calculation for this measure is: % Occupancy = SUM(duration of Occupied states)/ 84 Avaya IQ Standard Reports April 2015

85 Standard real-time report descriptions (SUM(duration of Occupied states) + SUM(duration of Not occupied states)). The calculation for this measure is based on the occupancy classification that your administrator has specified for the measured agent states. Behaviors: The number of behavior counts recorded for the agent. This count represents the sum of individual contact handling counts for various agent behavior measures. The complete list of measures that contribute to the summary count are displayed in the Agent Behaviors (queue-based measures) report. The summary behavior count displayed in this report and the sum of the behavior counts displayed in the Agent Behaviors (queue-based measures) are not directly comparable unless both reports specify the same Sliding Time Window interval size. Start of Day measures Handles: A count of contacts that have completed at the agent, including wrap-up work. % Occ.: The percentage of staffed time that the agent spent doing contact service work. The calculation for this measure is: % Occupancy = SUM(duration of Occupied states)/ (SUM(duration of Occupied states) + SUM(duration of Not occupied states)). The calculation for this measure is based on the occupancy classification that your administrator has specified for the measured agent states. Staffed Dur: The total amount of time the agent has been logged into one or more measured communication applications. Working Aux. Dur: The time that the agent spent in Aux. states whose administered occupancy indicator was set to Occupied. Non-Working Aux. Dur: The time that the agent spent in Aux. states whose administered occupancy indicator was set to Not occupied or Not applicable. Agent Status Supervisors can use this report to monitor the status of agents in a specified work group for the current sliding time window. Sliding Time Window measures Extension: The current telephone extension number for the specified agent. Agent State: The current activity state of the agent. In some cases, two or more activity states can be reported for the agent at the same time. Agent State Dur: The amount of continuous time that the agent has been in the current activity state. Contact Direction: Classifies the contact as Inbound, Outbound, or Internal. April 2015 Avaya IQ Standard Reports 85

86 Standard real-time reports Queue: If applicable, the queue that delivered the current contact to the agent. If the agent is currently handling multiple contacts, a report row is displayed for each contact that was delivered to the agent from a measured queue. Agent Skill Level: If applicable, the skill level assigned to the agent on the queue that delivered the current contact to the agent. Routing Point: If applicable, the routing point that delivered the current contact to the agent. If the agent is currently handling multiple contacts, a report row is displayed for each contact that was delivered to the agent from a measured routing point. Agents Staffed by Agent State Supervisors can use this graphical report to obtain quick visual information about the current status of the agents assigned to a queue. The information is displayed in one or more pie charts that display the proportion of agents in different activity states. You can use this report to determine whether current agent activities are consistent with the current support requirements for the queue. Multiple Queue and Agent Status Supervisors can use this report to monitor: The status of queues assigned to a queue group in terms of current contact volumes and service metrics. The current activities of agents who are both assigned to the queues and currently logged in to the system. This information can help you to decide when agent coaching measures or changes to staffing assignments are necessary. This report includes a stacked column chart that displays information about the current activity states of the agents. Information about the current state of the queue and the current activities of agents is displayed in separate report tables. Queue status table - Sliding Time Window measures Queue State: The current state of the queue with respect to Expected Wait Time thresholds. Queue state threshold values are defined with the Supervisor Service Level feature of Avaya Business Advocate. The following queue states are considered for this report: - On Target: White indicator color. The expected wait time is less than the Behind Target wait duration threshold. - Behind Target: Light red indicator color. The expected wait time exceeds the wait duration specified for this state, but is less than the Behind Target-Critical threshold. In Communication Manager, the Behind Target state is equivalent to Overload 1. - Behind Target-Critical: Red indicator color. The expected wait time exceeds the wait duration specified for this state. In Communication Manager, the Behind Target-Critical state is equivalent to Overload Avaya IQ Standard Reports April 2015

87 Standard real-time report descriptions % in Service Level: The percentage of contacts whose wait duration in queue and alerting at the agent was less than or equal to Target Seconds. The calculation for this measure is: (acceptable contacts/(accepts + outflows + redirects + dequeues + abandons + busies + cancels)) * 100. The calculation does not include data for contacts that are still waiting in the queue. If an administrator has changed the specified Target Seconds since the beginning of the current sliding time window or start of day, the most recent setting is used to calculate % in Service Level. Agents Staffed: A count of agents who are administered for the queue and who are also currently logged into the communication application that controls the queue. Avaya Business Advocate reserve agents are counted as staffed agents only when the queue is in the Behind Target or Behind Target-Critical state. Contacts Waiting: A count of contacts that are currently waiting in the queue or alerting at an agent after the queue delivered the contact to the agent. Contacts at Agent: A count of contacts that are currently active or in wrap-up at an agent after the queue delivered the contact to the agents. Avg. Dur. to Accept: The average amount of time that the contact spent waiting in queue and alerting at the agent before the agent accepted the contact. The calculation does not consider wait time or alert time for contacts that were not accepted by agents. The calculation for this measure is: (total queue wait duration + total alert duration)/accepts. Exp. Wait: The expected wait time for a new contact entering the queue with the lowest assigned priority. The wait estimate is provided by the communication application. % Abandons: The percentage of contacts that left the queue by disconnecting while the contact was waiting in queue or alerting at the agent. The calculation for this measure is: (abandons/ (accepts + outflows + redirects + dequeues + abandons + busies + cancels)) * 100. Agents staffed by state - chart This stacked column chart displays current information about the activity states of agents who are assigned to one or more queues. You can use this chart to quickly assess whether the current activities of the agents are consistent with current support requirements for the queues. The following considerations apply to the information provided by this chart: Duplicated agent state counts: The same agent can be assigned to one or more queues in the same queue group. For such an agent, counts for some states can be counted more than once if the agent is engaged in activities that cannot be associated with a specific queue. For example, if the agent is currently in a break time Aux. state, the Aux. state count applies to each of the queues assigned to the agent. Alternately, state counts are never overestimated when the agent is active with a contact delivered by one of the queues. In this case, the agent activity is associated only with the queue that delivered the contact to the agent. Agent state counts for reserve agents: For queues controlled by Communication Manager, Avaya Business Advocate can be used to specify queue state thresholds and to assign reserve agents. For such queues, the activity states of reserve agents are included in the chart only if the queue is in the Behind Target state or the Behind Target-Critical state. April 2015 Avaya IQ Standard Reports 87

88 Standard real-time reports Agent status table - Sliding Time Window measures Extension: The current telephone extension number for the specified agent. Agent State: The current activity state of the agent. In some cases, two or more activity states can be reported for the agent at the same time. Agent State Dur: The amount of continuous time that the agent has been in the current activity state. Queue: If applicable, the queue that delivered the current contact to the agent. If the agent is currently handling multiple contacts, a report row is displayed for each contact that was delivered to the agent from a measured queue. Agent Skill Level: If applicable, the skill level assigned to the agent on the queue that delivered the current contact to the agent. Routing Point: If applicable, the routing point that delivered the current contact to the agent. If the agent is currently handling multiple contacts, a report row is displayed for each contact that was delivered to the agent from a measured routing point. Queue and Agent Status Supervisors can use this report to monitor: The status of a queue in terms of current contact volumes and service. The agents who are both assigned to the queue and currently logged in to the system. This report includes a pie chart that displays information about the current activity states of the agents. Information about the current state of the queue and the current activities of agents is displayed in separate report tables. Agents staffed by state chart This pie chart displays information about the current activity states of agents who are assigned to a specified queue. For queues controlled by Communication Manager, Avaya Business Advocate can be used to specify queue state thresholds and to assign reserve agents. For such queues, the activity states of reserve agents are included in the chart only if the queue is in the Behind Target state or the Behind Target-Critical state. Queue status - Sliding Time Window measures % in Service Level: The percentage of contacts whose wait duration in queue and alerting at the agent was less than or equal to Target Seconds. The calculation for this measure is: (acceptable contacts/(accepts + outflows + redirects + dequeues + abandons + busies + cancels)) * 100. The calculation does not include data for contacts that are still waiting in the queue. 88 Avaya IQ Standard Reports April 2015

89 Standard real-time report descriptions If an administrator has changed the specified Target Seconds since the beginning of the current sliding time window or start of day, the most recent setting is used to calculate % in Service Level. Agents Staffed: A count of agents who are administered for the queue and who are also currently logged into the communication application that controls the queue. Avaya Business Advocate reserve agents are counted as staffed agents only when the queue is in the Behind Target or Behind Target-Critical state. Contacts Waiting: A count of contacts that are currently waiting in the queue or alerting at an agent after the queue delivered the contact to the agent. Contacts at Agent: A count of contacts that are currently active or in wrap-up at an agent after the queue delivered the contact to the agents. Avg. Dur. to Accept: The average amount of time that the contact spent waiting in queue and alerting at the agent before the agent accepted the contact. The calculation does not consider wait time or alert time for contacts that were not accepted by agents. The calculation for this measure is: (total queue wait duration + total alert duration)/accepts. Exp. Wait: The expected wait time for a new contact entering the queue with the lowest assigned priority. The wait estimate is provided by the communication application. % Abandons: The percentage of contacts that left the queue by disconnecting while the contact was waiting in queue or alerting at the agent. The calculation for this measure is: (abandons/ (accepts + outflows + redirects + dequeues + abandons + busies + cancels)) * 100. Agent status - Sliding Time Window measures Extension: The current telephone extension number for the specified agent. Agent State: The current activity state of the agent. In some cases, two or more activity states can be reported for the agent at the same time. Agent State Dur: The amount of continuous time that the agent has been in the current activity state. Queue: If applicable, the queue that delivered the current contact to the agent. If the agent is currently handling multiple contacts, a report row is displayed for each contact that was delivered to the agent from a measured queue. Agent State Skill Level: If applicable, the skill level assigned to the agent on the queue that delivered the current contact to the agent. Routing Point: If applicable, the routing point that delivered the current contact to the agent. If the agent is currently handling multiple contacts, a report row is displayed for each contact that was delivered to the agent from a measured routing point. Queue Group Status Operations manager and other responsible parties can use this report to obtain a broad view of current contact center operations. This report displays aggregate information about the volume and distribution of current contact work for individual queue groups. April 2015 Avaya IQ Standard Reports 89

90 Standard real-time reports This report can be used to monitor overall operational status during unusual conditions, such as a communication outages, weather emergencies and so forth. Tip: Administration of appropriate measure thresholds for your queue groups can improve your ability to monitor the key status indicators displayed in this report. Sliding Time Window measures Contacts Waiting: A count of contacts that are currently waiting in the queue or alerting at an agent after the queue delivered the contact to the agent. Contacts at Agent: A count of contacts that are currently active or in wrap-up at an agent after the queue delivered the contact to the agent. Arrivals: A count of contacts that have arrived at the queue group since the start of the specified time period. Abandons: A count of contacts that disconnected while they waited in queue or alerting at the agent. Handles: A count of contacts that have completed at the agent, including wrap-up work. Queue Performance Operations manager or supervisors who are responsible for two or more queues can use this report to obtain basic performance information for queues in queue group. Measures Target %: The service target for the percentage of contacts that arrive at the queue and receive service within the amount of time specified by Target Seconds. % in Service Level: The percentage of contacts whose wait duration in queue and alerting at the agent was less than or equal to Target Seconds. The calculation for this measure is: (acceptable contacts/(accepts + outflows + redirects + dequeues + abandons + busies + cancels)) * 100. The calculation does not include data for contacts that are still waiting in the queue. If an administrator has changed the specified Target Seconds since the beginning of the current sliding time window or start of day, the most recent setting is used to calculate % in Service Level. % Abandons: The percentage of contacts that left the queue by disconnecting while the contact was waiting in queue or alerting at the agent. The calculation for this measure is: (abandons/ (accepts + outflows + redirects + dequeues + abandons + busies + cancels)) * 100. % Outflows: The percentage of contacts that outflowed to a new destination as a result of a routing process application. This count includes contacts that redirected after being offered to an agent by the queue. The calculation for this measure is: (outflows/(accepts + outflows + redirects + abandons + busies + cancels)) * Avaya IQ Standard Reports April 2015

91 Standard real-time report descriptions Avg. Dur. to Accept: The average amount of time that the contact spent waiting in queue and alerting at the agent before the agent accepted the contact. The calculation does not consider wait time or alert time for contacts that were not accepted by agents. The calculation for this measure is: (total queue wait duration + total alert duration)/accepts. Avg. Active Dur.: The average amount of time that agents spent in a state of active communication with contacts that were delivered to the agents by the specified queue. The calculation for this measure is: total active duration/handles. Avg. Wrap-up Dur: The average amount of time that the agent spent in wrap-up state for contacts that were delivered by the specified queue. The calculation for this measure is: total wrap-up duration/wrap-ups. Arrivals: A count of contacts that have arrived at the queue since the start of the specified time period. Handles: A count of contacts that have completed at the agent, including wrap-up work. Queue Status Operations managers and supervisors who are responsible for two or more queues can use this report to obtain basic status information for queues in queue group. Sliding Time Window - measures Agents Staffed: A count of agents who are administered for the queue and who are also currently logged into the communication application that controls the queue. Avaya Business Advocate reserve agents are counted as staffed agents only when the queue is in the Behind Target or Behind Target-Critical state. Avaya IQ receives Queue states directly from Communication Manager. In the process, Avaya IQ modifies the name of these Queue states. In Communication Manager, the skills are classified in four states: unknown, normal, overload 1, and overload 2. At any given time, a skill can be in one of these four states. The state of the skill is based on the expected wait time (EWT) threshold. - A skill is in normal state if the EWT does not exceed the threshold for overload 1 or overload 2. - A skill is in overload 1 state if the EWT exceeds the threshold for overload 1. - A skill is in overload 2 state if the EWT exceeds the threshold for overload 2. You can set the overload thresholds on the hunt group administration page. Avaya IQ maps the Communication Manager Queue states values to the states displayed in Avaya IQ reports as follows: Queue state in Communication Manager Normal Queue state in Avaya IQ On Target Table continues April 2015 Avaya IQ Standard Reports 91

92 Standard real-time reports Queue state in Communication Manager Overload 1 Overload 2 Queue state in Avaya IQ Behind Target Critical Contacts Waiting: A count of contacts that are currently waiting in the queue or alerting at an agent after the queue delivered the contact to the agent. Contacts at Agent: A count of contacts that are currently active or in wrap-up at an agent after the queue delivered the contact to the agent. Exp. Wait: The expected wait time for a new contact entering the queue with the lowest assigned priority. The wait estimate is provided by the communication application. Curr. Max. Wait Dur: The maximum amount of time that any contact that arrived in the current interval has waited for service. The measure includes time waiting in routing processes, waiting at the queue and alerting at the agent. Routing Point Group Status Operations manager and other responsible parties can use this report to obtain a broad view of contact center operations for the current sliding time window and since start of day. This report displays aggregated information about the volume and distribution of current contact work for individual routing point groups. This report can also be useful to monitor operational status in unusual situations, such as a communication outage event, weather emergency, and so forth. Tip: Administration of appropriate measure thresholds for your queue groups can improve your ability to monitor the key status indicators displayed in this report. Important: Most measures associated with routing points like Avg. Wait Dur. and Handles are meaningful only for routing points that deliver contacts directly to agents. A few measures like Arrivals are associated with any kind of routing point. If you report on routing points that only route contacts to other routing points for further processing and final delivery, these reports will not contain any data for delivery and contact handling measures. Sliding Time Window measures Contacts Waiting: A count of contacts that are currently being processed through the routing point. The count includes contacts that are waiting in routing processes, waiting in queues or alerting at an agent after the routing point or a queue for the routing point delivered the contact to the agent. Contacts at Agent: A count of contacts that are currently active or in wrap-up at an agent after the routing point delivered the contact to the agent. Start of Day measures Arrivals: A count of contacts that have arrived at the routing point group since the start of the specified time period. 92 Avaya IQ Standard Reports April 2015

93 Standard real-time report descriptions Abandons: A count of contacts that disconnected while they waited in the routing process at a routing point that belongs to this routing point group. This measure also includes contacts that abandoned while waiting in queue and alerting at the agent. Busies: A count of contacts that received a busy response from the system while waiting in a routing process or queue associated with a routing point that belongs to this routing point group. Cancels: A count of contacts that were disconnected by the system while waiting in a routing process or queue associated with a routing point that belongs to this routing point group. Handles: A count of contacts that have completed at the agent, including wrap-up work.s Routing Point Performance Operation managers or supervisors can use this report to obtain information about the current performance and performance since start of day for routing points that belong to the same routing point group. Important: Most measures associated with routing points like Avg. Wait Dur. and Handles are meaningful only for routing points that deliver contacts directly to agents. A few measures like Arrivals are associated with any kind of routing point. If you report on routing points that only route contacts to other routing points for further processing and final delivery, these reports will not contain any data for delivery and contact handling measures. Measures Target %: The service target for the percentage of contacts that arrive at the routing point and receive service within the amount of time specified by Target Seconds. % in Service Level: The percentage of contacts whose wait duration in routing processes, in queue and alerting at the agent was less than or equal to Target Seconds. The calculation for this measure is: (acceptable contacts/(accepts + outflows + redirects + abandons + busies + cancels)) * 100. The calculation does not include data for contacts that are currently waiting in routing processes or waiting in queues associated with this routing point. If an administrator has changed the specified Target Seconds since the beginning of the current sliding time window or start of day, the most recent setting is used to calculate % in Service Level. % Abandons: The percentage of contacts that left the queue by disconnecting while the contact was waiting in queue or alerting at the agent. The calculation for this measure is: (abandons/ (accepts + outflows + redirects + dequeues + abandons + busies + cancels)) * 100. % Busies: The percentage of contacts that received a busy response from the system after they arrived at the routing point. The calculation for this measure is: (busies/(accepts + redirects + outflows + abandons + busies + cancels)) * 100. April 2015 Avaya IQ Standard Reports 93

94 Standard real-time reports % Cancels: The percentage of contacts that were disconnected by the system after they arrived at the routing point. The calculation for this measure is: (cancels/(accepts + redirects + outflows + abandons + busies + cancels)) * 100. % Outflows: The percentage of contacts that outflowed to a new destination as a result of a routing process application. This count includes contacts that redirected after being offered to an agent by the routing point or a queue controlled by the routing point. The calculation for this measure is: (outflows/(accepts + outflows + redirects + abandons + busies + cancels)) * 100. Avg. Dur. to Accept: The average amount of time that the contact spent waiting in routing processes, waiting in queue and alerting at the agent before the agent accepted the contact. The calculation does not consider wait time or alert time for contacts that were not accepted by agents. The calculation for this measure is: (total routing processes wait duration + total queue wait duration + total alert duration)/accepts. Avg. Active Dur.: The average amount of time that agents spent in a state of active communication with contacts that were delivered to the agents by the specified routing point. The calculation for this measure is: total active duration/handles. Avg. Wrap-up Dur: The average amount of time that the agent spent in wrap-up state for contacts that were delivered by the specified routing point. The calculation for this measure is: total wrap-up duration/wrap-ups. Arrivals: A count of contacts that havearrived at the routing point since the start of the specified time period. Handles: A count of contacts that have completed at the agent, including wrap-up work. Routing Point Status Operations manager or supervisors can use this report to obtain information about the current status of routing points that belong to a routing point group. Important: Most measures associated with routing points like Avg. Wait Dur. and Handles are meaningful only for routing points that deliver contacts directly to agents. A few measures like Arrivals are associated with any kind of routing point. If you report on routing points that only route contacts to other routing points for further processing and final delivery, these reports will not contain any data for delivery and contact handling measures. Sliding Time Window measures Contacts Waiting: A count of contacts that are currently being processed through the routing point. The count includes contacts that are waiting in routing processes, waiting in queues or alerting at an agent after the routing point or a queue for the routing point delivered the contact to the agent. Contacts at Agent: A count of contacts that are currently active or in wrap-up at an agent after the queue delivered the contact to the agent. Curr. Max. Wait Dur: The maximum amount of time that any contact that arrived in the current interval has waited for service. The measure includes time waiting in routing processes, waiting at the queue and alerting at the agent. 94 Avaya IQ Standard Reports April 2015

95 Real-time dashboard reports Real-time dashboard reports The real-time dashboard reports provide a status snapshot of contact center resources, such as agents, queues, routing points, and their respective groups. Supervisors and contact center managers can use real-time dashboard reports to monitor the contact center performance on a realtime basis, both at macro and micro levels. The reports are refreshed at regular intervals with the latest status of the relevant contact center resource or resource group. These reports are vital in identifying utilization of resources. Various real-time dashboard reports are available to monitor the real-time status of the contact center resources. Users having required permission can view and customize these reports. The dashboard reports are self-explanatory and as such do not display header information that includes the report name, selected inputs, and time zone. Queue Alerts This real-time dashboard report provides visual information about the current state of queues managed by Communication Manager with respect to Expected Wait Time thresholds. Information about current queue states is based on colors displayed by indicator lights provided for each queue. This report requires the use of Avaya Business Advocate. Measures Source Name: The name of the source communication application that manages the queue. Queue State: The current state of the queue with respect to Expected Wait Time thresholds. Queue state threshold values are defined with the Supervisor Service Level feature of Avaya Business Advocate. The queue states considered by this report and the indicator colors displayed for the queue states are as follows: - On Target: White indicator color. The expected wait time is less than the Behind Target wait duration threshold. - Behind Target: Light red indicator color. The expected wait time exceeds the wait duration specified for this state, but is less than the Behind Target-Critical threshold. In Communication Manager, the Behind Target state is equivalent to Overload 1. The Behind Target state is also indicated when the queue state reported by the communication application is either Behind Target Auto-reserving or Behind Target Not Auto-reserving. - Behind Target-Critical: Red indicator color. The expected wait time exceeds the wait duration specified for this state. In Communication Manager, the Behind Target-Critical state is equivalent to Overload 2. Unstaffed Queue: Red indicator color. No agents are currently staffed for the queue. April 2015 Avaya IQ Standard Reports 95

96 Standard real-time reports Queue Contacts This real-time dashboard report provides information for queues about the contacts that are currently waiting for service and the contacts that are currently at agents. The contact information is provided by a stacked bar chart. Measures Contacts Waiting: A count of contacts that are currently waiting in the queue or alerting at an agent after the queue delivered the contact to the agent. Contacts at Agent: A count of contacts that are currently active or in wrap-up at an agent after the queue delivered the contact to the agent. Queue Group Alerts This real-time dashboard report provides visual information about the current state of a queue group with respect to the worst service state that currently exists for one or more queues assigned to the group. Information about the worst queue state is based on colors displayed by indicator lights. Measures Worst Queue State: The worst current state for one or more queues with respect to Expected Wait Time thresholds. Queue state threshold values are defined with the Supervisor Service Level feature of Avaya Business Advocate. The queue states considered by this report and the indicator colors displayed for the queue states are as follows: - On Target: White indicator color. The expected wait time is less than the Behind Target wait duration threshold. - Behind Target: Light red indicator color. The expected wait time exceeds the wait duration specified for this state, but is less than the Behind Target-Critical threshold. In Communication Manager, the Behind Target state is equivalent to Overload 1. - Behind Target-Critical: Red indicator color. The expected wait time exceeds the wait duration specified for this state. In Communication Manager, the Behind Target-Critical state is equivalent to Overload 2. An Unstaffed Queue: Red indicator color. No agents are currently staffed for one or more queues in the queue group. Queue Group Contacts This real-time dashboard report provides information for a queue group about the contacts that are currently waiting for service and the contacts that are currently at agents. The contact information is provided by a stacked bar chart. Measures Contacts Waiting: A count of contacts that are currently waiting in queue or alerting at an agent after the queue delivered the contact to the agent. The contact information is provided. 96 Avaya IQ Standard Reports April 2015

97 Real-time dashboard reports Contacts at Agent: A count of contacts that are currently active or in wrap-up at an agent after the queue delivered the contact to the agent. Queue Group Handles by Contact Handling Role (real-time) This real-time dashboard report provides information for a queue group about the relative proportion of contacts that are currently being handled by agents assigned to different work roles. For each queue group, the contact handling role data is displayed in a pie chart. Tip: When you move your cursor over a chart segment, the count for contacts that are currently being handled by agents assigned to the work role associated with that segment is displayed. Measures Primary Handles: A count of contacts that are currently being handled by agents assigned to the Primary work role. Backup Handles: A count of contacts that are currently being handled by agents assigned to the Secondary work role. Reserve Handles: A count of contacts that are currently being handled by agents assigned to the Reserve work role. Queue Handles by Contact Handling Role (Real-Time) This real-time dashboard report provides information for one or more queues about the relative proportion of contacts that are currently being handled by agents assigned to different work roles. For each queue, the contact handling role data is displayed in a pie chart. Tip: When you move your cursor over a chart segment, the count for contacts that are currently being handled by agents assigned to the work role associated with that segment is displayed. Measures Primary Handles: A count of contacts that are currently being handled by agents assigned to the Primary work role. Backup Handles: A count of contacts that are currently being handled by agents assigned to the Secondary work role. Reserve Handles: A count of contacts that are currently being handled by agents assigned to the Reserve work role. Queues Above Target % in Service Level This real-time dashboard report provides information about queues that are currently above the administered service level target. April 2015 Avaya IQ Standard Reports 97

98 Standard real-time reports If none of the specified queues are currently above the administered service level target, output for this report is not displayed. Measures % Service Level: The percentage of contacts whose wait duration in queue and alerting at the agent was less than or equal to Target Seconds. The calculation for this measure is: (acceptable contacts/(accepts + outflows + redirects + dequeues + abandons + busies + cancels)) * 100. The calculation does not include data for contacts that are still waiting in the queue or alerting at the agent. Target Seconds: The service level target for the maximum amount of time that a contact waits for service after arrival at the queue. Queues Below Target % in Service Level This real-time dashboard report provides information about queues that are currently below the administered service level target. If none of the specified queues are currently below the administered service level target, output for this report is not displayed. Measures % Service Level: The percentage of contacts whose wait duration in queue and alerting at the agent was less than or equal to Target Seconds. The calculation for this measure is: (acceptable contacts/(accepts + outflows + redirects + dequeues + abandons + busies + cancels)) * 100. The calculation does not include data for contacts that are still waiting in the queue or alerting at the agent. Target Seconds: The service level target for the maximum amount of time that a contact waits for service after arrival at the queue. Routing Point Contacts This real-time dashboard report provides information for routing points about the contacts that are currently waiting for service and the contacts that are currently at agents. The contact information is provided by a stacked bar chart. Important: Most measures associated with routing points like Avg. Wait Dur. and Handles are meaningful only for routing points that deliver contacts directly to agents. A few measures like Arrivals are associated with any kind of routing point. If you report on routing points that only route contacts to other routing points for further processing and final delivery, these reports will not contain any data for delivery and contact handling measures. 98 Avaya IQ Standard Reports April 2015

99 Real-time dashboard reports Measures Contacts Waiting: A count of contacts that are currently being processed through the routing point. The count includes contacts that are waiting in routing processes, waiting in queues or alerting at an agent after the routing point or a queue for the routing point delivered the contact to the agent. Contacts at Agent: A count of contacts that are currently active or in wrap-up at an agent after the routing point delivered the contact to the agent. Routing Point Group Contacts This real-time dashboard report provides information for a routing point group about the contacts that are currently waiting for service and the contacts that are currently at agents. The contact information is provided by a stacked bar chart. Important: Most measures associated with routing points like Avg. Wait Dur. and Handles are meaningful only for routing points that deliver contacts directly to agents. A few measures like Arrivals are associated with any kind of routing point. If you report on routing points that only route contacts to other routing points for further processing and final delivery, these reports will not contain any data for delivery and contact handling measures. Measures Contacts Waiting: A count of contacts that are currently being processed through the routing point. The count includes contacts that are waiting in routing processes, waiting in queues or alerting at an agent after the routing point or a queue for the routing point delivered the contact to the agent. Contacts at Agent: A count of contacts that are currently active or in wrap-up at an agent after the routing point delivered the contact to the agent. Routing Points Above Target % in Service Level This real-time dashboard report provides information about routing points that are currently above the administered service level target. If none of the specified routing points are currently above the administered service level target, output for this report is not displayed. Important: Most measures associated with routing points like Avg. Wait Dur. and Handles are meaningful only for routing points that deliver contacts directly to agents. A few measures like Arrivals are associated with any kind of routing point. If you report on routing points that only route contacts to other routing points for further processing and final delivery, these reports will not contain any data for delivery and contact handling measures. April 2015 Avaya IQ Standard Reports 99

100 Standard real-time reports Measures % Service Level: The percentage of contacts whose wait duration at the routing point was less than or equal to Target Seconds. The calculation for this measure is: (acceptable contacts/(outflows + abandons + busies + cancels + accepts)) * 100. The calculation does not include data for contacts that are still waiting in routing point processes, waiting in queue or alerting at the agent. Target Seconds: The service level target for the maximum amount of time that a contact waits for service after arrival at the routing point. Routing Points Below Target % in Service Level This real-time dashboard report provides information about routing points that are currently below the administered service level target. If none of the specified routing points are currently below the administered service level target, output for this report is not displayed. Important: Most measures associated with routing points like Avg. Wait Dur. and Handles are meaningful only for routing points that deliver contacts directly to agents. A few measures like Arrivals are associated with any kind of routing point. If you report on routing points that only route contacts to other routing points for further processing and final delivery, these reports will not contain any data for delivery and contact handling measures. Measures % Service Level: The percentage of contacts whose wait duration at the routing point was less than or equal to Target Seconds. The calculation for this measure is: (acceptable contacts/(outflows + abandons + busies + cancels + accepts)) * 100. The calculation does not include data for contacts that are still waiting in routing point processes, waiting in queue or alerting at the agent. Target Seconds: The service level target for the maximum amount of time that a contact waits for service after arrival at the routing point. Real-time dashboard report descriptions Real-time device reporting Avaya IQ displays information about certain types of physical equipment that facilitate communication while a contact is in progress. As a general rule, an exclusive relationship exists between a single contact and a single device at any particular point in time during the life of a contact. For example, trunks installed between the private branch exchange (PBX) in a contact center and a public switch telephone network (PSTN) are identified as devices in Avaya IQ reports. 100 Avaya IQ Standard Reports April 2015

101 Real-time dashboard reports Another general property of devices concerns their organization in groups on a communication application. A set of devices that belong to a group are typically administered at the group level in such a way that few individual differences exist among the devices in the group. Avaya IQ device reports are provided for telecommunications administrators who need information about traffic volume and device service. Avaya IQ also provides historical device reporting capabilities. Device status This report provides information for telecommunications administrators about the current status of the individual devices assigned to a device group. Status measures State: The current state of the device. This report shows the last known trunk (device) group member s state. The status table will not change to Null even if the measured status of the trunk is changed from measured to unmeasured on the Communication Manager system. Report users should restart any realtime reports when an entity is changed to unmeasured. State Dur: The amount of continuous time that the device has been in the current state. Contact Direction: If a contact is currently using the device, the direction of the contact relative to the enterprise. Start of Day measures Short Contacts: A count of contacts that used the device and had a connect duration that was less than the threshold value defined for this measure. Audio Difficulties: A count of contacts that used the device, that completed during the interval, and had an Audio Difficulty reason code reported by one or more agents who handled the contact. April 2015 Avaya IQ Standard Reports 101

102 Chapter 6: Standard historical reports Agent and work group performance reports These topics describe historical reports that offer a variety of views from which to evaluate different aspects of agent performance. Agent Aux. Summary The Agent Aux. Summary report shows the duration an agent spends in each aux. state and the count and duration of contacts the agent has made or received from each aux state. This report also provides information about the agent s interruptibility while in the aux. state. Contact center managers can use this report to identify the time the agent spends on a contact from the aux. state and consider this time as billable while working for a client. Measures Agent: The native agent ID and the associated agent name as defined on the source communication system, used to identify a person who logs into the communication system via the native agent ID. Dur: For agents: The amount of time that the agent activity state continued before a state change occurred. This measure is attributed when the agent leaves the state. This measure does not include time spent on Aux Received Interactions and Aux Initiated Interactions. Aux. Received Interactions: The total number of interactions received (inbound or internal) by the agent when the agent was in this aux. state. Aux. Received Interaction Dur.: The total duration that the agent spent on Aux. Received Interactions while in aux. state. Aux. Initiated Interactions: The total number of outbound interactions (outbound or internal) initiated by the agent when the agent was in aux. state. Aux. Initiated Interaction Dur.: The total duration that the agent spent in Aux. Initiated interactions while in aux. state. Interrupt Notifications: The total number of notifications received by the agent while in an interruptible aux. state. 102 Avaya IQ Standard Reports April 2015

103 Agent and work group performance reports Accepted Interrupts The total number of notifications accepted by the agent while in an interruptible aux. state. This does not include Forced Interrupts. Forced Interrupts The total number of contacts that were delivered to the agent using one of the forced interrupt options (Manual-In or Auto-In). Agent by Aux. State - Summary This report provides summary counts and durations for agent Aux. time during the specified report period. You can use this report to see if agents are using the correct Aux. codes, if they are using Aux. time in a manner that conforms to defined schedules and performance goals, and so forth. Measures Dur: The amount of time that an agent was in the Aux. state. The time measurement attributes when the agent leaves the Aux. state. Therefore, this measure does not include time for Aux. state sessions that are still in progress during the specified report time period. In Avaya CMS reports, Aux. duration measurements also include active contact time if an agent initiates or receives a contact while in an Aux. state. In contrast, Avaya IQ always separates active contact time from Aux. time. Agent by Delivery Target and Contact Direction - Summary This report provides information about the relative proportion of different types of contacts that were handled by work group agents. For each agent, you can use this report to compare the relative proportions of: Specific contacts sent directly to the agent and Group contacts that were distributed to the agent from queues. Inbound contacts, Outbound contacts and Internal contacts. Measures In some cases, agents in the specified work group might not handle contacts that belong to a given combination of classifications, such as contacts that are Specific and Inbound. In this case, report column associated with classifications that have no contact data are not displayed in the report. Handles: A count of contacts that have completed at the agent, including wrap-up work. Agent Occupancy - Summary This report provides information about the relative proportion of time that an agent spent in different activity states during a specified report interval. April 2015 Avaya IQ Standard Reports 103

104 Standard historical reports If you select more than one work group for this report and then drill to the trend version of this report, the trend report may not display accurate data. Therefore, selection of a single queue group as input to this report is recommended. Tip: You can also use the Agent - Trace report to obtain more detailed information about states and durations for a specific agent in the same reporting interval. Occupancy classifications are explained in Occupancy classifications on page 45 Measures Interval Staffed Dur: The total amount of time the agent spent in all activity states during the specified reporting interval. Any difference between this duration and the amount of time specified by the report time period indicates time that the agent was not logged into communication applications monitored by Avaya IQ. % Occ: The percentage of time that the agent was in an occupied state. The calculation for this measure is: (occupied duration/(occupied duration + unoccupied duration)) * 100. % Idle Dur: The percentage of time that the agent was in the idle state. The calculation for this measure is: (idle duration/interval staffed duration) * 100. % Preview Dur: The percentage of time that the agent spent in the preview state for contacts. The calculation for this measure is: (preview duration/interval staffed duration) * 100. % Active Dur: The percentage of time that the agent spent in a state of active communication with the contact. The calculation for this measure is: (interval active dur. seconds / interval staffed dur. seconds) * 100. % In Focus Hold Dur: The percentage of time that the agent held the contact and was not engaged with another contact. The calculation for this measure is: (interval in focus hold dur. seconds / interval staffed dur. seconds) * 100. % Wrap-up Dur: The percentage of time that the agent spent in wrap-up state for contacts. The calculation for this measure is: (interval wrap-up dur. seconds / interval staffed dur. seconds) * 100. % Working Aux. Dur: The percentage of time that the agent spent in Aux. states whose administered occupancy indicator was set to Occupied. The calculation for this measure is: (working aux. duration/interval staffed duration) * 100. % Non-Working Aux. Dur: The percentage of time that the agent spent in Aux. states whose administered occupancy indicator was set to Non-Occupied or Not Applicable. The calculation for this measure is: (non-working aux. duration/interval staffed duration) * 100. Agent Occupancy - Trend This report provides information about the amounts of time that agents spend in different activity states during a specified report interval. The data is partitioned into intervals that allow you to see 104 Avaya IQ Standard Reports April 2015

105 Agent and work group performance reports how the overall activities of the agents might vary over time. You are prompted to specify a time grain that determines how data is distributed in the report rows. The first time interval, the last time interval, or both, may represent less time than other report intervals. Occupancy classifications are explained in Occupancy classifications on page 45 Measures Interval Staffed Dur: The total amount of time the agent spent in all activity states during the specified reporting interval. Any difference between this duration and the amount of time specified by the report time period indicates time that the agent was not logged into communication applications monitored by Avaya IQ. % Occ: The percentage of time that the agent was in an occupied state. The calculation for this measure is: (occupied duration/(occupied duration + unoccupied duration)) * 100 % Idle Dur: The percentage of time that the agent was in the idle state. The calculation for this measure is: (idle duration/interval staffed duration) * 100. % Preview Dur: The percentage of time that the agent spent in the preview state for contacts. The calculation for this measure is: (preview duration/interval staffed duration) * 100. % Active Dur: The percentage of time that the agent spent in a state of active communication with the contact. The calculation for this measure is: (interval active dur. seconds / interval staffed dur. seconds) * 100. % In Focus Hold Dur: The percentage of time that the agent held the contact and was not engaged with another contact. The calculation for this measure is: (interval in focus hold dur. seconds / interval staffed dur. seconds) * 100. % Wrap-up Dur: The percentage of time that the agent spent in wrap-up state for contacts. The calculation for this measure is: (interval wrap-up dur. seconds / interval staffed dur. seconds) * 100. % Working Aux. Dur: The percentage of time that the agent spent in Aux. states whose administered occupancy indicator was set to Occupied. The calculation for this measure is: (working aux. duration/interval staffed duration) * 100. % Non-Working Aux. Dur: The percentage of time that the agent spent in Aux. states whose administered occupancy indicator was set to Non-Occupied or Not Applicable. The calculation for this measure is: (non-working aux. duration/interval staffed duration) * 100. Agent Performance by Queue - Summary (%, avg.) This report provides information about the activities of agents with respect to queues in which they worked. This report displays event measures as percentages and time measures as average durations. Percentages and averages normalize measures for variations in agent work load so you can make direct comparisons between agents. April 2015 Avaya IQ Standard Reports 105

106 Standard historical reports Report users must also be aware of the following considerations: Your Avaya IQ administrator has the ability to add agents to more than one work group. If a report user who has the necessary permissions specifies multiple work groups that contain the same agent in this report, the report displays the contact handling data for such agents in duplicate rows for each of the work groups. Therefore, specification of more than one work group for this report has the potential to produce data overcounts in report summary rows. If you select more than one queue group for this report and then drill to the trend version of this report, the trend report may not display accurate data. Therefore, selection of a single queue group as input to this report is recommended. You can use this report to examine agent efficiency across queues and to make comparisons among agents in terms of key performance indicators. Tip: To facilitate direct agent comparisons, generate separate instances of this report for each queue so the data for agents that you want to compare is displayed in adjacent rows. Measures Handles: A count of contacts that have completed at the agent, including wrap-up work. % Transfers: The percentage of contacts that the agent transferred. The calculation for this measure is: (transfers/handles) * 100. % Confs: The percentage of contacts for which the agent created one or more conferences. If the agent initiates multiple conferences during the course of a contact, only a single conference count is assigned to the agent for that contact. The calculation for this measure is: (conferences/handles) * 100. % Redirects: The percentage of contacts that were delivered to the agent and then redirected after the agent failed to accept the contact. The calculation for this measure is: (redirects/ alerts) * 100. If a queue offers a contact to the agent and the contact is subsequently redirected to a routing point, an Outflow count is attributed to both the queue and the routing point that controls the queue. % Rejects: The percentage of contact previews that the agent rejected. The calculation for this measure is: (rejects/previews) * 100. % Held Contacts: The percentage of contacts that the agent placed on hold one or more times before the contact disconnected at the agent. The calculation for this measure is: (held contacts/handles) * 100. % Disc. from On Hold: The percentage of contacts in which a party disconnected from the contact during the on hold state. The calculation for this measure is: (disconnects from on hold/held contacts) * 100. Avg. In Focus Hold Dur: The average amount of time that the agent held the contact and was not engaged with another contact. This measure is attributed when the contact is disconnected at the agent. If the agent does not change focus to a new contact during a hold, the Avaya IQ 106 Avaya IQ Standard Reports April 2015

107 Agent and work group performance reports reporting model assumes that the agent continues to work on the contact during the hold. Therefore, In Focus Hold Dur. time is included in the total handle time for a contact. Avg. Alert Dur: The average amount of time that contacts spent in the alerting state at the agent. The calculation for this measure is: total alert time/alerts. Avg. Active Dur: The average amount of time that the agent spent in a state of active communication with a contact. The calculation for this measure is: total active duration/handles. Avg. Preview Dur: The average amount of time that the agent spent in the preview state for contacts. The calculation for this measure is: total preview duration/previews. Avg. Wrap-up Dur: The average amount of time that the agent spent in wrap-up state for contacts. The calculation for this measure is: total wrap-up duration/wrap-ups. Additional information An alternate version of this report displays event measures as total counts and time measures as total durations. Total counts and total durations represent agent measures in absolute terms that provide a quantitative view of performance. Contact center enterprises that have more diverse business functions and processes may prefer to view agent contact work from the perspective of routing points that deliver contact work. For this purpose, Avaya IQ provides Agent Performance by Routing Point reports. Agent Performance by Queue - Summary (Totals) This report provides information about the activities of agents with respect to queues in which they worked during the report period. This report displays event measures as total counts and time measures as total durations. Total counts and durations represent data in absolute terms that provide a quantitative view of performance. Report users must also be aware of the following considerations: Your Avaya IQ administrator has the ability to add agents to more than one work group. If a report user who has the necessary permissions specifies multiple work groups that contain the same agent in this report, the report displays the contact handling data for such agents in duplicate rows for each of the work groups. Therefore, specification of more than one work group for this report has the potential to produce data overcounts in report summary rows. If you select more than one queue group for this report and then drill to the trend version of this report, the trend report may not display accurate data. Therefore, selection of a single queue group as input to this report is recommended. You can use this report to examine how agent work is distributed among queues and to support agent performance reviews. Measures Handles: A count of contacts that have completed at the agent, including wrap-up work. Transfers: A count of contacts that the agent transferred. April 2015 Avaya IQ Standard Reports 107

108 Standard historical reports Confs: A count of contacts for which the agent created one or more conferences. If the agent initiates multiple conferences during the course of a contact, only a single conference count is assigned to the agent for that contact. Redirects: A count of the contacts that were delivered to the agent and then redirected after the agent failed to accept the contact. If a queue offers a contact to the agent and the contact is subsequently redirected to a routing point, an Outflow count is attributed to both the queue and the routing point that controls the queue. Rejects: A count of contact previews that the agent rejected. Held Contacts: A count of contacts that the agent placed on hold one or more times before the contact disconnected at the agent. Disc. from On Hold: A count of contacts in which a party disconnected from the contact during the on hold state. Hold Dur: The amount of time that the agent held the contact. Preview Dur: The amount of time that the agent spent in the preview state for contacts. Alert Dur: The amount of time that contacts spent in the alerting state at the agent. Active Dur: The amount of time that the agent spent in a state of active communication with a contact. Wrap-up Dur: The amount of time that the agent spent in wrap-up state for contacts. Additional information An alternate version of this report displays event measures as percentages and time measures as average durations. Percentages and averages normalize measures for variations in agent work load so that you can make direct comparisons between agents. Contact center enterprises that have more diverse business functions and processes may prefer to view agent contact work from the perspective of routing points that deliver contact work. For this purpose, Avaya IQ provides Agent Performance by Routing Point reports. Agent Performance by Queue - Trend (%, Avg.) This report provides information about how the performance of a specific agent varies over time with respect to work done in a specific queue. This report displays event measures as percentages and time measures as average durations. Percentages and averages normalize measures for variations in agent work loads so that you can make direct comparisons between agents. This report includes a trend chart that displays Avg. Active Duration and Avg. Wrap-up Dur. as a function of time. You are prompted to specify a time grain that determines how data is distributed in the trend chart and report rows. Report users must also be aware of the following considerations: Your Avaya IQ administrator has the ability to add agents to more than one work group. If a report user who has the necessary permissions specifies multiple work groups that contain the 108 Avaya IQ Standard Reports April 2015

109 Agent and work group performance reports same agent in this report, the report displays the contact handling data for such agents in duplicate rows for each of the work groups. Therefore, specification of more than one work group for this report has the potential to produce data overcounts in report summary rows. The first time interval, the last time interval, or both, may represent less time than other report intervals. You can use this report to see if agent efficiency changes over time, and to examine if variations in agent efficiency are correlated with time of day, day of week, and so forth. Measures Handles: A count of contacts that have completed at the agent, including wrap-up work. % Transfers: The percentage of contacts that the agent transferred. The calculation for this measure is: (transfers/handles) * 100. % Confs: The percentage of contacts for which the agent created one or more conferences. If the agent initiates multiple conferences during the course of a contact, only a single conference count is assigned to the agent for that contact. The calculation for this measure is: (conferences/handles) * 100. % Redirects: The percentage of contacts that were delivered to the agent and then redirected after the agent failed to accept the contact. The calculation for this measure is: (redirects/ alerts) * 100. If the contact is redirected to a routing point, there will be outflows for the routing point and the queue that delivered it to the agent. If the contact is redirected to a queue, there will be an outflow for the delivery queue but not for the delivery routing point. % Rejects: The percentage of contact previews that the agent rejected. The calculation for this measure is: (rejects/previews) * 100. % Held Contacts: The percentage of contacts that the agent placed on hold one or more times before the contact disconnected at the agent. The calculation for this measure is: (held contacts/handles) * 100. % Disc. from On Hold: The percentage of contacts in which a party disconnected from the contact during the on hold state. The calculation for this measure is: (disconnects from on hold/held contacts) * 100. Avg. In Focus Hold Dur: The average amount of time that the agent held the contact and was not engaged with another contact. This measure is attributed when the contact is disconnected at the agent. If the agent does not change focus to a new contact during a hold, the Avaya IQ reporting model assumes that the agent continues to work on the contact during the hold. Therefore, In Focus Hold Dur. time is included in the total handle time for a contact. Avg. Preview Dur: The average amount of time that the agent spent in the preview state for contacts. The calculation for this measure is: total preview duration/previews. Avg. Alert Dur: The average amount of time that contacts spent in the alerting state at the agent. The calculation for this measure is: total alert time/alerts. Avg. Active Dur: The average amount of time that the agent spent in a state of active communication with a contact. The calculation for this measure is: total active duration/handles. April 2015 Avaya IQ Standard Reports 109

110 Standard historical reports Avg. Wrap-up Dur: The average amount of time that the agent spent in wrap-up state for contacts. The calculation for this measure is: total wrap-up duration/wrap-ups. Additional information An alternate version of this report displays event measures as total counts and time measures as average durations. Total counts and durations represent data in absolute terms that provide a quantitative view of performance. Contact center enterprises that have more diverse business functions and processes may prefer to view agent contact work from the perspective of the routing points that deliver contact work. For this purpose, Avaya IQ provides several Agent Performance by Routing Point reports. Agent Performance by Queue - Trend (Totals) This report provides information about how the performance of a specific agent varies over time with respect to work done in a specific queue. This report displays event measures as total counts and time measures as total durations. Total counts and durations represent data in absolute terms that provide a quantitative view of performance. This report includes a trend chart that displays Active Duration and Wrap-up Duration as a function of time. You are prompted to specify a time grain that determines how data is distributed in the trend chart and report rows. Report users must also be aware of the following considerations: Your Avaya IQ administrator has the ability to add agents to more than one work group. If a report user who has the necessary permissions specifies multiple work groups that contain the same agent in this report, the report displays the contact handling data for such agents in duplicate rows for each of the work groups. Therefore, specification of more than one work group for this report has the potential to produce data overcounts in report summary rows. The first time interval, the last time interval, or both, may represent less time than other report intervals. You can use this report to examine whether agent performance with respect to a queue varies over time and to support agent performance reviews. Measures Handles: A count of contacts that have completed at the agent, including wrap-up work. Transfers: A count of contacts that the agent transferred. Confs: A count of contacts for which the agent created one or more conferences. If the agent initiates multiple conferences during the course of a contact, only a single conference count is assigned to the agent for that contact. Redirects: A count of the contacts that were delivered to the agent and then redirected after the agent failed to accept the contact. 110 Avaya IQ Standard Reports April 2015

111 Agent and work group performance reports If the contact is redirected to a queue, there will be an outflow for the delivery queue but not for the delivery routing point. Rejects: A count of contact previews that the agent rejected. Held Contacts: A count of contacts that the agent placed on hold one or more times before the contact disconnected at the agent. Disc. from On Hold: A count of contacts in which a party disconnected from the contact during the on hold state. Hold Dur: The total amount of time that the agent held the contact. Preview Dur: The amount of time that the agent spent in the preview state for contacts. Alert Dur: The amount of time that contacts spent in the alerting state at the agent. Active Dur: The amount of time that the agent spent in a state of active communication with a contact. Wrap-up Dur: The amount of time that the agent spent in wrap-up state for contacts. Additional information An alternate version of this report displays event measures as percentages and time measures as average durations. Percentages and averages normalize measures for variations in agent work load so that you can make direct comparisons between agents. Contact center enterprises that have more diverse business functions and processes may prefer to view agent contact work from the perspective of routing points that deliver contact work. For this purpose, Avaya IQ provides several Agent Performance by Routing Point reports. Agent Performance by Routing Point - Summary (%, Avg.) This report provides information about agent performance based on routing points that delivered contact work to agents. This report displays event measures as percentages and time measures as average durations. Percentages and averages normalize measures for variations in agent work load so you can make direct comparisons between agents. Report users must also be aware of the following considerations: Your Avaya IQ administrator has the ability to add agents to more than one work group. If a report user who has the necessary permissions specifies multiple work groups that contain the same agent in this report, the report displays the contact handling data for such agents in duplicate rows for each of the work groups. Therefore, specification of more than one work group for this report has the potential to produce data overcounts in report summary rows. If you select more than one routing point group for this report and then drill to the trend version of this report, the trend report may not display accurate data. Therefore, selection of a single routing point group as input to this report is recommended. You can use this report to examine agent efficiency with respect to different routing points and to make comparisons among agents in terms of key performance indicators. April 2015 Avaya IQ Standard Reports 111

112 Standard historical reports Tip: To facilitate direct agent comparisons, generate separate instances of this report for each routing point so data for different agents is displayed in adjacent rows. Measures Handles: A count of contacts that have completed at the agent, including wrap-up work. % Transfers: The percentage of contacts that the agent transferred. The calculation for this measure is: (transfers/handles) * 100. % Confs: The percentage of contacts for which the agent created one or more conferences. If the agent initiates multiple conferences during the course of a contact, only a single conference count is assigned to the agent for that contact. The calculation for this measure is: (conferences/handles) * 100. % Redirects: The percentage of contacts that were delivered to the agent and then redirected after the agent failed to accept the contact. The calculation for this measure is: (redirects/ alerts) * 100. If the contact is redirected to a routing point, there will be outflows for the routing point and the queue that delivered it to the agent. If the contact is redirected to a queue, there will be an outflow for the delivery queue but not for the delivery routing point. % Held Contacts: The percentage of contacts that the agent placed on hold one or more times before the contact disconnected at the agent. The calculation for this measure is: (held contacts/handles) * 100. % Disc. from On Hold: The percentage of contacts in which a party disconnected from the contact during the on hold state. The calculation for this measure is: (disconnects from on hold/held contacts) * 100. Avg. In Focus Hold Dur: The average amount of time that the agent held the contact and was not engaged with another contact. This measure is attributed when the contact is disconnected at the agent. If the agent does not change focus to a new contact during a hold, the Avaya IQ reporting model assumes that the agent continues to work on the contact during the hold. Therefore, In Focus Hold Dur. time is included in the total handle time for a contact. Avg. Alert Dur: The average amount of time that contacts spent in the alerting state at the agent. The calculation for this measure is: total alert duration/alerts. Avg. Active Dur: The average amount of time that the agent spent in a state of active communication with a contact. The calculation for this measure is: total active duration/handles. Avg. Wrap-up Dur: The average amount of time that the agent spent in wrap-up state for contacts. The calculation for this measure is: total wrap-up duration/wrap-ups. Additional information An alternate version of this report displays event measures as total counts and time measures as total durations. Total counts and durations represent data in absolute terms that provide a quantitative view of performance. 112 Avaya IQ Standard Reports April 2015

113 Agent and work group performance reports Agent Performance by Routing Point - Summary (Totals) This report provides information about the activities of agents with respect to routing points that delivered contact work. This report displays event measures as total counts and time measures as total durations. Total counts and durations represent data in absolute terms that provide a quantitative view of performance. Report users must also be aware of the following considerations: Your Avaya IQ administrator has the ability to add agents to more than one work group. If a report user who has the necessary permissions specifies multiple work groups that contain the same agent in this report, the report displays the contact handling data for such agents in duplicate rows for each of the work groups. Therefore, specification of more than one work group for this report has the potential to produce data overcounts in report summary rows. If you select more than one routing point group for this report and then drill to the trend version of this report, the trend report may not display accurate data. Therefore, selection of a single routing point group as input to this report is recommended. You can use this report to examine how agent work is distributed among routing points and to support agent performance reviews. Measures Handles: A count of contacts that have completed at the agent, including wrap-up work. Transfers: A count of contacts that the agent transferred. Confs: A count of contacts for which the agent created one or more conferences. If the agent initiates multiple conferences during the course of a contact, only a single conference count is assigned to the agent for that contact. Redirects: A count of contacts that were delivered to the agent and then redirected after the agent failed to accept the contact. If the contact is redirected to a routing point, there will be outflows for the routing point and the queue that delivered it to the agent. If the contact is redirected to a queue, there will be an outflow for the delivery queue but not for the delivery routing point. Held Contacts: A count of contacts that the agent placed on hold one or more times before the contact disconnected at the agent. Disc. from On Hold: A count of contacts in which a party disconnected from the contact during the on hold state. Hold Dur: The total amount of time that the agent held the contact. Alert Dur.: The amount of time that contacts spent in the alerting state at the agent. Active Dur: The amount of time that the agent spent in a state of active communication with a contact. Wrap-up Dur: The amount of time that the agent spent in wrap-up state for contacts. April 2015 Avaya IQ Standard Reports 113

114 Standard historical reports Additional information An alternate version of this report displays event measures as percentages and time measures as average durations. Percentages and averages normalize measures for variations in agent work load so that you can make direct comparisons between agents. Agent Performance by Routing Point - Trend (%, Avg.) This report provides information about how the performance of a specific agent varies over time with respect to contact work delivered through a specific routing point. You can use this report to see if agent efficiency changes over time and to examine if variations in agent efficiency correlate with time of day, day of week, and so forth. Report users must also be aware of the following considerations: Your Avaya IQ administrator has the ability to add agents to more than one work group. If a report user who has the necessary permissions specifies multiple work groups that contain the same agent in this report, the report displays the contact handling data for such agents in duplicate rows for each of the work groups. Therefore, specification of more than one work group for this report has the potential to produce data overcounts in report summary rows. The first time interval, the last time interval, or both, may represent less time than other report intervals. The report includes a trend chart that displays Avg. Active Duration and Avg. Wrap-up Dur. as a function of time. You are prompted to specify a time grain that determines how data is distributed in the trend chart and report rows. Measures Handles: A count of contacts that have completed at the agent, including wrap-up work. % Transfers: The percentage of contacts that the agent transferred. The calculation for this measure is: (transfers/handles) * 100. % Confs: The percentage of contacts for which the agent created one or more conferences. If the agent initiates multiple conferences during the course of a contact, only a single conference count is assigned to the agent for that contact. The calculation for this measure is: (conferences/handles) * 100. % Redirects: The percentage of contacts that were delivered to the agent and then redirected after the agent failed to accept the contact. The calculation for this measure is: (redirects/ alerts) * 100. If the contact is redirected to a routing point, there will be outflows for the routing point and the queue that delivered it to the agent. If the contact is redirected to a queue, there will be an outflow for the delivery queue but not for the delivery routing point. % Held Contacts: The percentage of contacts that the agent placed on hold one or more times before the contact disconnected at the agent. The calculation for this measure is: (held contacts/handles) * Avaya IQ Standard Reports April 2015

115 Agent and work group performance reports % Disc. from On Hold: The percentage of contacts in which a party disconnected from the contact during the on hold state. The calculation for this measure is: (disconnects from on hold/held contacts) * 100. Avg. In Focus Hold Dur: The average amount of time that the agent held the contact and was not engaged with another contact. This measure is attributed when the contact is disconnected at the agent. If the agent does not change focus to a new contact during a hold, the Avaya IQ reporting model assumes that the agent continues to work on the contact during the hold. Therefore, In Focus Hold Dur. time is included in the total handle time for a contact. Avg. Alert Dur: The average amount of time that contacts spent in the alerting state at the agent. The calculation for this measure is: total alert duration/alerts. Avg. Active Dur: The average amount of time that the agent spent in a state of active communication with a contact. The calculation for this measure is: total active duration/handles. Avg. Wrap-up Dur: The average amount of time that the agent spent in wrap-up state for contacts. The calculation for this measure is: total wrap-up duration/wrap-ups. Additional information An alternate version of this report displays event measures as total counts and time measures as total durations. Total counts and durations represent data in absolute terms that provide a quantitative view of performance. Agent Performance by Routing Point - Trend (Totals) This report provides information about how the performance of a specific agent varies over time with respect to contact work delivered through a specific routing point. This report displays event measures as total counts and time measures as total durations. Total counts and durations represent data in absolute terms that provide a quantitative view of performance. The report includes a trend chart that displays Avg. Active Duration and Avg. Wrap-up Dur. as a function of time. You are prompted to specify a time grain that determines how data is distributed in the trend chart and report rows. Report users must also be aware of the following considerations: Your Avaya IQ administrator has the ability to add agents to more than one work group. If a report user who has the necessary permissions specifies multiple work groups that contain the same agent in this report, the report displays the contact handling data for such agents in duplicate rows for each of the work groups. Therefore, specification of more than one work group for this report has the potential to produce data overcounts in report summary rows. The first time interval, the last time interval, or both, may represent less time than other report intervals. You can use this report to examine whether agent efficiency varies over time with respect to work that was delivered by a specific routing point. Measures Handles: A count of contacts that have completed at the agent, including wrap-up work. April 2015 Avaya IQ Standard Reports 115

116 Standard historical reports Transfers: A count of contacts that the agent transferred. Confs: A count of contacts for which the agent created one or more conferences. If the agent initiates multiple conferences during the course of a contact, only a single conference count is assigned to the agent for that contact. Redirects: A count of contacts that were delivered to the agent and then redirected after the agent failed to accept the contact. If the contact is redirected to a routing point, there will be outflows for the routing point and the queue that delivered it to the agent. If the contact is redirected to a queue, there will be an outflow for the delivery queue but not for the delivery routing point. Held Contacts: A count of contacts that an agent placed on hold one or more times before the contact disconnected at the agent. Disc. from On Hold: A count of contacts in which a party disconnected from the contact during the on hold state. Hold Dur: The total amount of time that the agent held the contact. Alert Dur: The amount of time that contacts spent in the alerting state at the agent. Active Dur: The amount of time that the agent spent in a state of active communication with a contact. Wrap-up Dur: The amount of time that the agent spent in wrap-up state for contacts. Additional information An alternate version of this report displays event measures as percentages and time measures and average durations. Percentages and average durations represent data in relative terms that facilitate quick comparisons between agents. Work Group Occupancy - Summary This report provides summary information about the relative proportion of time that agents assigned to a work group spent in different activity states during a specified report interval. The measures in this report are calculated as overall percentages for all agents in the group. Tip: You can use the Agent Occupancy - Summary report to see occupancy measures for the individual agents that are assigned to a work group. Refer Occupancy classifications on page 45 for explanation. Measures Interval Staffed Dur: The total amount of time agents spent in all activity states during the specified reporting interval. Any difference between this duration and the amount of time specified by the report time period indicates time that agents were not logged into communication applications monitored by Avaya IQ. 116 Avaya IQ Standard Reports April 2015

117 Agent and work group performance reports % Occ: The percentage of time that agents were in an occupied state. The calculation for this measure is: (occupied duration/(occupied duration + unoccupied duration)) * 100 % Idle Dur: The percentage of time that agents were in the idle state. The calculation for this measure is: (idle duration/interval staffed duration) * 100. % Preview Dur: The percentage of time that agents spent in the preview state for contacts. The calculation for this measure is: (preview duration/interval staffed duration) * 100. % Alert Dur: The percentage of time that agents spent in the alerting state for contacts. The calculation for this measure is: (alert duration/interval staffed duration) * 100. % Active Dur: The percentage of time that agents spent in a state of active communication with contacts. The calculation for this measure is: (interval active dur. seconds / interval staffed dur. seconds) * 100. % In Focus Hold Dur: The percentage of time that agents held contacts and were not engaged with other contacts. The calculation for this measure is: (interval in focus hold dur. seconds / interval staffed dur. seconds) * 100. % Wrap-up Dur: The percentage of time that agents spent in wrap-up state for contacts. The calculation for this measure is: (interval in focus hold dur. seconds / interval staffed dur. seconds) * 100. % Working Aux. Dur: The percentage of time that agents spent in Aux. states whose administered occupancy indicator was set to Occupied. The calculation for this measure is: (working aux. duration/interval staffed duration) * 100. % Non-Working Aux. Dur: The percentage of time that agents spent in Aux. states whose administered occupancy indicator was set to Non-Occupied or Not Applicable. The calculation for this measure is: (non-working aux. duration/interval staffed duration) * 100. Work Group Occupancy - Trend This report provides summary information about the amounts of time that agents assigned to a work group spend in different activity states during a specified report interval. The data is partitioned into intervals that allow you to see how the overall activities of agents vary over time. You are prompted to specify a time grain that determines how data is distributed in the report rows. The first time interval, the last time interval, or both, may represent less time than other report intervals. Refer Occupancy classifications on page 45 for explanation. Measures Interval Staffed Dur: The total amount of time agents spent in all activity states during the specified reporting interval. Any difference between this duration and the amount of time April 2015 Avaya IQ Standard Reports 117

118 Standard historical reports specified by the report time period indicates time that agents were not logged into communication applications monitored by Avaya IQ. % Occ: The percentage of time that agents were in an occupied state. The calculation for this measure is: (occupied duration/(occupied duration + unoccupied duration)) * 100 % Idle Dur: The percentage of time that agents were in the idle state. The calculation for this measure is: (idle duration/interval staffed duration) * 100. % Preview Dur: The percentage of time that agents spent in the preview state for contacts. The calculation for this measure is: (preview duration/interval staffed duration) * 100. % Alert Dur: The percentage of time that agents spent in the alerting state for contacts. The calculation for this measure is: (alert duration/interval staffed duration) * 100. % Active Dur: The percentage of time that agents spent in a state of active communication with contacts. The calculation for this measure is: (interval active dur. seconds / interval staffed dur. seconds) * 100. % In Focus Hold Dur: The percentage of time that agents held contacts and were not engaged with other contacts. The calculation for this measure is: (interval in focus hold dur. seconds / interval staffed dur. seconds) * 100. % Wrap-up Dur: The percentage of time that the agent spent in wrap-up state for contacts. The calculation for this measure is: (interval wrap-up dur. seconds / interval staffed dur. seconds) * 100. % Working Aux. Dur: The percentage of time that the agent spent in Aux. states whose administered occupancy indicator was set to Occupied. The calculation for this measure is: (working aux. duration/interval staffed duration) * 100. % Non-Working Aux. Dur: The percentage of time that the agent spent in Aux. states whose administered occupancy indicator was set to Non-Occupied or Not Applicable. The calculation for this measure is: (non-working aux. duration/interval staffed duration) * 100. Work Group Performance by Queue Group - Summary This report provides information about the overall performance of one or more agent work groups with respect to work done in one or more queue groups. For each work group and queue group, the measures displayed in this report are derived as the sum of individual measures of agents in the work group and queues in the queue group. Operations manager and other supervisors can use this report to evaluate the efficiency of individual work groups with respect to different queue groups, compare the overall efficiency of different work groups, or compare the efficiency of different work groups with respect to a specific queue group. 118 Avaya IQ Standard Reports April 2015

119 Agent and work group performance reports Tip: To facilitate direct work group comparisons with respect to a specific queue group, generate separate instances of this report for each queue group of interest. In this way, measures for the work groups that support the queue group are displayed in adjacent rows. Measures Important: If the same agents are included in more than one work group, or if the same queues are included in more than one queue group, then the summary rows provided in this report will count data more than once for those agents and queues. Handles: A count of contacts that have completed at the agent, including wrap-up work. % Transfers: The percentage of contacts that the agent transferred. The calculation for this measure is: (transfers/handles) * 100. % Confs: The percentage of contacts for which the agent created one or more conferences. If the agent initiates multiple conferences during the course of a contact, only a single conference count is assigned to the agent for that contact. The calculation for this measure is: (conferences/handles) * 100. % Redirects: The percentage of contacts that were delivered to the agent and then redirected after the agent failed to accept the contact. The calculation for this measure is: (redirects/ alerts) * 100. If the contact is redirected to a routing point, there will be outflows for the routing point and the queue that delivered it to the agent. If the contact is redirected to a queue, there will be an outflow for the delivery queue but not for the delivery routing point. % Rejects: The percentage of contact previews that agent rejected. The calculation for this measure is: (rejects/previews) * 100. % Held Contacts: The percentage of contacts that the agent placed on hold one or more times before the contact disconnected at the agent. The calculation for this measure is: (held contacts/handles) * 100. % Disc. from On Hold: The percentage of contacts in which a party disconnected from the contact during the on hold state. The calculation for this measure is: (disconnects from on hold/held contacts) * 100. Avg. In Focus Hold Dur: The average amount of time that the agent held the contact and was not engaged with another contact. This measure is attributed when the contact is disconnected at the agent. If the agent does not change focus to a new contact during a hold, the Avaya IQ reporting model assumes that the agent continues to work on the contact during the hold. Therefore, In Focus Hold Dur. time is included in the total handle time for a contact. Avg. Preview Dur: The average amount of time that the agent spent in the preview state for contacts. The calculation for this measure is: total preview duration/previews. Avg. Alert Dur: The average amount of time that contacts spent in the alerting state at the agent. The calculation for this measure is: total alert duration/alerts. April 2015 Avaya IQ Standard Reports 119

120 Standard historical reports Avg. Active Dur: The average amount of time that the agent spent in a state of active communication with a contact. The calculation for this measure is: total active duration/handles. Avg. Wrap-up Dur: The average amount of time that the agent spent in wrap-up state for contacts. The calculation for this measure is: total wrap-up duration/wrap-ups. Work Group Performance by Queue Group - Trend This report provides information about how the performance of a specific work group varies over time with respect to work done in a specific queue group. The measures displayed in this report are derived as the sum of individual measures of agents in the work group and queues in the queue group. The report includes a trend chart that displays Avg. Active Duration and Avg. Wrap-up Dur. measures as a function of time. You are prompted to specify a time grain that determines how data is distributed in the trend chart and report rows. The first time interval, the last time interval, or both, may represent less time than other report intervals. Operations manager and other supervisors can use this report to examine whether the efficiency of a work group varies over time, or if variations in work group efficiency correlate with time of day, day of week, and so forth. Measures Handles: A count of contacts that have completed at the agent, including wrap-up work. % Transfers: The percentage of contacts that the agent transferred. The calculation for this measure is: (transfers/handles) * 100. % Confs: The percentage of contacts for which the agent created one or more conferences. If the agent initiates multiple conferences during the course of a contact, only a single conference count is assigned to the agent for that contact. The calculation for this measure is: (conferences/handles) * 100. % Redirects: The percentage of contacts that were delivered to the agent and then redirected after the agent failed to accept the contact. The calculation for this measure is: (redirects/ alerts) * 100. If the contact is redirected to a routing point, there will be outflows for the routing point and the queue that delivered it to the agent. If the contact is redirected to a queue, there will be an outflow for the delivery queue but not for the delivery routing point. % Rejects: The percentage of contact previews that the agent rejected. The calculation for this measure is: (rejects/previews) * 100. % Held Contacts: The percentage of contacts that the agent placed on hold one or more times before the contact disconnected at the agent. The calculation for this measure is: (held contacts/handles) * Avaya IQ Standard Reports April 2015

121 Agent and work group performance reports % Disc. from On Hold: The percentage of contacts in which a party disconnected from the contact during the on hold state. The calculation for this measure is: (disconnects from on hold/held contacts) * 100. Avg. In Focus Hold Dur: The average amount of time that the agent held the contact and was not engaged with another contact. This measure is attributed when the contact is disconnected at the agent. If the agent does not change focus to a new contact during a hold, the Avaya IQ reporting model assumes that the agent continues to work on the contact during the hold. Therefore, In Focus Hold Dur. time is included in the total handle time for a contact. Avg. Preview Dur: The average amount of time that the agent spent in the preview state for contacts. The calculation for this measure is: total preview duration/previews. Avg. Alert Dur: The average amount of time that contacts spent in the alerting state at the agent. The calculation for this measure is: total alert duration/alerts. Avg. Active Dur: The average amount of time that the agent spent in a state of active communication with a contact. The calculation for this measure is: total active duration/handles. Avg. Wrap-up Dur: The average amount of time that the agent spent in wrap-up state for contacts. The calculation for this measure is: total wrap-up duration/wrap-ups. Work Group Performance by Routing Point Group - Summary This report provides information about the performance of one or more agent work groups with respect to contact work delivered through one or more routing point groups. Operations manager and other supervisors can use this report to evaluate the efficiency of different work groups with respect to different routing point groups, compare the overall efficiency of different work groups, or compare the efficiency of different work groups with respect to a specific routing point group. Tip: To facilitate direct work group comparisons with respect to a specific routing point group, generate separate instances of this report for each routing point group that is of interest to you. In this way, the measures for work groups that support the same routing point group can be displayed in adjacent rows. Measures Important: If the same agents are included in more than one work group, or if the same routing points are included in more than one routing point group, then the summary rows provided in this report will count data more than once for those agents and routing points. Handles: A count of contacts that have completed at the agent, including wrap-up work. % Transfers: The percentage of contacts that the agent transferred. The calculation for this measure is: (transfers/handles) * 100. % Confs: The percentage of contacts for which the agent created one or more conferences. If the agent initiates multiple conferences during the course of a contact, only a single conference April 2015 Avaya IQ Standard Reports 121

122 Standard historical reports count is assigned to the agent for that contact. The calculation for this measure is: (conferences/handles) * 100. % Redirects: The percentage of contacts that were delivered to the agent and then redirected after the agent failed to accept the contact. The calculation for this measure is: (redirects/ alerts) * 100. If the contact is redirected to a routing point, there will be outflows for the routing point and the queue that delivered it to the agent. If the contact is redirected to a queue, there will be an outflow for the delivery queue but not for the delivery routing point. % Held Contacts: The percentage of contacts that the agent placed on hold one or more times before the contact disconnected at the agent. The calculation for this measure is: (held contacts/handles) * 100. % Disc. from On Hold: The percentage of contacts in which a party disconnected from the contact during the on hold state. The calculation for this measure is: (disconnects from on hold/held contacts) * 100. Avg. In Focus Hold Dur: The average amount of time that the agent held the contact and was not engaged with another contact. This measure is attributed when the contact is disconnected at the agent. If the agent does not change focus to a new contact during a hold, the Avaya IQ reporting model assumes that the agent continues to work on the contact during the hold. Therefore, In Focus Hold Dur. time is included in the total handle time for a contact. Avg. Alert Dur: The average amount of time that contacts spent in the alerting state at the agent. The calculation for this measure is: total alert duration/alerts. Avg. Active Dur: The average amount of time that the agent spent in a state of active communication with contacts. The calculation for this measure is: total active duration/handles. Avg. Wrap-up Dur: The average amount of time that the agent spent in wrap-up state for contacts. The calculation for this measure is: total wrap-up duration/wrap-ups. Work Group Performance by Routing Point Group - Trend This report provides information about how the performance of a specific work group varies over time with respect to contact work that was delivered through a specific routing point group. The report includes a trend chart that displays Avg. Active Dur. and Avg. Wrap-up Dur. measures as a function of time. You are prompted to specify a time grain that determines how data is distributed in the trend chart and report rows. The first time interval, the last time interval, or both, may represent less time than other report intervals. Operations manager and other supervisors can use this report to examine whether the efficiency of a work group varies over time, or if variations in work group efficiency correlate with time of day, day of week, and so forth. 122 Avaya IQ Standard Reports April 2015

123 Agent and work group performance reports You can click on the name of the routing point group in the body of the report to drill down to an Agent Performance by Routing Point Group - Trend (%, avg.) report that considers only those contacts that occurred during the report period and are specific to the work group and routing point group that are of interest to you. The new report provides additional information about the performance of individual agents in individual queues. Measures Handles: A count of contacts that have completed at the agent, including wrap-up work. % Transfers: The percentage of contacts that the agent transferred. The calculation for this measure is: (transfers/handles) * 100. % Confs: The percentage of contacts for which the agent created one or more conferences. If the agent initiates multiple conferences during the course of a contact, only a single conference count is assigned to the agent for that contact. The calculation for this measure is: (conferences/handles) * 100. % Redirects: The percentage of contacts that were delivered to the agent and then redirected after the agent failed to accept the contact. The calculation for this measure is: (redirects/ alerts) * 100. If the contact is redirected to a routing point, there will be outflows for the routing point and the queue that delivered it to the agent. If the contact is redirected to a queue, there will be an outflow for the delivery queue but not for the delivery routing point. % Held Contacts: The percentage of contacts that the agent placed on hold one or more times before the contact disconnected at the agent. The calculation for this measure is: (held contacts/handles) * 100. % Disc. from On Hold: The percentage of contacts in which a party disconnected from the contact during the on hold state. The calculation for this measure is: (disconnects from on hold/held contacts) * 100. Avg. In Focus Hold Dur: The average amount of time that the agent held the contact and was not engaged with another contact. This measure is attributed when the contact is disconnected at the agent. If the agent does not change focus to a new contact during a hold, the Avaya IQ reporting model assumes that the agent continues to work on the contact during the hold. Therefore, In Focus Hold Dur. time is included in the total handle time for a contact. Avg. Alert Dur: The average amount of time that contacts spent in the alerting state at the agent. The calculation for this measure is: total alert duration/alerts. Avg. Active Dur: The average amount of time that the agent spent in a state of active communication with contacts. The calculation for this measure is: total active duration/handles. Avg. Wrap-up Dur: The average amount of time that the agent spent in wrap-up state for contacts. The calculation for this measure is: total wrap-up duration/wrap-ups. April 2015 Avaya IQ Standard Reports 123

124 Standard historical reports Agent behavior reports The agent behavior historical reports provide information about various types of agent behaviors that can have a significant impact on cost of service or customer satisfaction. About the behavior trend report format The trend reports included in the historical agent behavior subject area are designed to partition contact data by Delivery Target and Contact Direction. This section describes the format used for these trend reports. The various behavior trend reports provide counts for agent behaviors that occurred while the agent handled contacts. The data displayed in these reports is based on the following arrangement of groupings and summary columns: Behavior counts are first grouped by Delivery Target classifications. Within each Delivery Target grouping, counts are further partitioned into separate columns according to Contact Direction classifications. A summary column to the left of each delivery target grouping provides a total count of the behavior counts for the grouping. The summary column repeats the name of the delivery target classification in bold text. A final summary column displays a total count for all contacts that reported instances of the agent behavior considered in the report. Example - general format The following example shows the general format scheme used to partition behavior counts. The counts are partitioned according to the delivery and direction classifications of the contacts that the agent was handling when the behavior occurred. 124 Avaya IQ Standard Reports April 2015

125 Agent behavior reports Example - single delivery target and direction The following example is based on the standard format scheme for behavior trend reports. But in this example, the behavior counts displayed in the report are associated with only one delivery target classification and one contact direction. Because the behavior trend reports are based on a standard format, these reports always include summary columns for the individual delivery target classifications that yield behavior counts for the report, as well as an overall summary column for all delivery target classifications. As shown by the scenario used in this example, this arrangement can result in a single column for the actual behavior, plus two summary columns. When you understand the general report format used for the behavior trend reports, reports that display information patterns similar to the example shown below are not difficult to interpret. Alternate behavior measures for queues and routing points To obtain counts for an agent behavior based on the duration of a particular kind of activity, your Avaya IQ administrator must use the Reporting Behaviors feature to create a behavior definition that specifies a time parameter for that behavior. Behavior definitions can be applied to routing points, queues or both. When separate definitions are assigned to queues and routing points, the counts do not have to be based on the same time limits. Therefore, the Agent Behaviors subject area in the reporting workspace contains two separate folders. The folders provide alternate versions of behavior reports for queues and routing points: Reports that use Queue-based Measure definitions Reports that use Routing Point-based Measure definitions April 2015 Avaya IQ Standard Reports 125

126 Standard historical reports Agent Behaviors Summary (%) This report provides summary information for a specific agent with respect to agent behaviors associated with contact work and other agent activities that are not directly related to contacts. The agent behavior measures that are directly associated with contact work are partitioned according to contact classifications so you can make comparisons among different types of contacts. Agent behavior measures that are not directly associated with contact work, and other measures that are summarized across contact types, are displayed in a separate table in the report. You can use this report to obtain a complete summary of the different types of behaviors that an agent might exhibit during the specified report period. Measures % Long Contacts: The percentage of contacts whose connect duration was greater than the value defined for this measure. The connect duration measurement begins when the agent accepts the contact and ends when the contact disconnects at the agent. The calculation for this measure is: (long contacts/handles) * 100. % Short Contacts: The percentage of contacts whose connect duration was less than the value defined for this measure. The connect duration measurement begins when the agent accepts the contact and ends when the contact disconnects at the agent. The calculation for this measure is: (short contacts/handles) * 100. % Long Wrap-ups: The percentage of contact wrap-ups whose total duration exceeded the value defined for this measure. The calculation for this measure is: (long wrap-ups/wrapups) * 100. % Short Wrap-ups: The percentage of contact wrap-ups whose duration was less than the value defined for this measure. The calculation for this measure is: (short wrap-ups/ wrap-ups) * 100. In some business situations, short wrap-ups may occur because work processes force agents into contact wrap-up mode even when contacts do not require wrap-up work. If your contact center uses an automatic wrap-up to give the agents a break between contacts, the Short Wrap-ups behavior should either not be used or the threshold should be set to a shorter interval than the forced wrap-up interval. % Transfers: The percentage of contacts that the agent transferred. The calculation for this measure is: (transfers/handles) * 100. % Transfers to Same Routing Point: The percentage of contacts that the agent transferred back to the same routing point that delivered the contact to the agent. The calculation for this measure is: (transfers to same routing point/handles) * 100. % Redirects: The percentage of contacts that were delivered to the agent and then redirected after the agent failed to accept the contact. The calculation for this measure is: (redirects/ alerts) * Avaya IQ Standard Reports April 2015

127 Agent behavior reports If the contact is redirected to a routing point, there will be outflows for the routing point and the queue that delivered it to the agent. If the contact is redirected to a queue, there will be an outflow for the delivery queue but not for the delivery routing point. % Agent Disconnects First: The percentage of contacts whose parties consisted of the specified agent and original customer when the contact was terminated by the agent. The calculation for this measure is: (agent disconnects first/handles) * 100. Tip: If this behavior is associated with contacts that also have a short active duration, then the customers have probably not received appropriate service from the agent. % Disc. from On Hold: The percentage of contacts in which a party disconnected from the contact during the on hold state. The calculation for this measure is: (disconnects from on hold/held contacts) * 100. % Long Holds: The percentage of contacts the agent held for a total amount of time that exceeded the value defined for this measure. The calculation for this measure is: (long holds/held contacts) * 100. Short Aux: A count of the number of times the agent went into an Aux. state and remained in that state for a duration that was less than the value defined for this measure. This measure considers all Aux. states. Agents may go into wrap-up state or an Aux state briefly and repeatedly in an attempt to affect their position in an idle agent queue. Rapid transitions in and out of Aux states and rapid transitions in and out of wrap-up states when no contact exists are both considered by the Short Aux. measure. This tactic will not work if your contact center is using least occupied agent instead of most idle agent as a distribution method. Data is not displayed for this measure when this report is run as a drill down from the Work Handling Behaviors - Summary report. Specific Contacts: A count of contacts offered to the agent that were classified as Specific. This count includes contacts that were handled by the agent and any contacts that might have abandoned while alerting at the agent. Internal Contacts: A count of contacts offered to the agent that were classified as Internal. This count includes contacts that were handled by the agent and any contacts that might have abandoned while alerting at the agent. Non-Working Aux. Dur: The time that the agent spent in Aux. states whose administered occupancy indicator was set to Non-Occupied or Not Applicable. Working Aux. Dur: The time that the agent spent in Aux. states whose administered occupancy indicator was set to Occupied. Wrap-up Dur: The amount of time that the agent spent in wrap-up state for contacts. Specific Active Dur: The time that the agent spent in a state of active communication with contacts that were classified as Specific. April 2015 Avaya IQ Standard Reports 127

128 Standard historical reports Internal Active Dur: The time that the agent spent in a state of active communication with contacts that were classified as Internal. Hold Dur: The total amount of time that the agent held contacts. Additional information A single agent behavior can contribute to more than one agent behavior count. For example: A contact that contributes to the Long Holds count could possibly contribute to the Disc. from On Hold count. An inbound or outbound contact that is accepted and immediately terminated by the agent would contribute to both the Short Contact and Agent Disconnects First counts. Agent Behaviors Summary (Totals) This report provides summary information for a specific agent with respect to agent behaviors. This report comes in two versions. This version of the report displays most behavior measures as total counts that provide a quantitative view of agent performance. An alternate version of this report displays behavior measures as percentages so that you can make comparisons between agents whose work loads are not the same. The agent behavior measures that are directly associated with contact work are partitioned according to contact classifications so you can make comparisons among different types of contacts. Agent behavior measures that are not directly associated with contact work, and other measures that are summarized across contact types, are displayed in a separate table in the report. You can use this report to obtain a complete summary of the different types of behaviors that an agent might exhibit during the specified report period. Measures Long Contacts: A count of contacts whose connect duration was greater than the value defined for this measure. The connect duration measurement begins when the agent accepts the contact and ends when the contact disconnects at the agent. Short Contacts: A count of contacts whose connect duration was less than the value defined for this measure. The connect duration measurement begins when the agent accepts the contact and ends when the contact disconnects at the agent. Long Wrap-ups: A count of contact wrap-ups whose duration exceeded the value defined for this measure. Short Wrap-ups: A count of contact wrap-ups whose duration was less than the value defined for this measure. In some business situations, short wrap-ups may occur because work processes force agents into contact wrap-up mode even when contacts do not require wrap-up work. If your contact center uses an automatic wrap-up to give the agents a break between contacts, 128 Avaya IQ Standard Reports April 2015

129 Agent behavior reports the Short Wrap-ups behavior should either not be used or the threshold should be set to a shorter interval than the forced wrap-up interval. Transfers: A count of contacts that the agent transferred. Transfers to Same Routing Point: A count of contacts that the agent transferred back to the same routing point that delivered the contact to the agent. Confs: A count of contacts for which the agent created one or more conferences. If the agent initiates multiple conferences during the course of a contact, only a single conference count is assigned to the agent for that contact. Redirects: A count of contacts that were delivered to the agent and then redirected after the agent failed to accept the contact. If the contact is redirected to a routing point, there will be outflows for the routing point and the queue that delivered it to the agent. If the contact is redirected to a queue, there will be an outflow for the delivery queue but not for the delivery routing point. Agent Disconnects First: A count of contacts whose parties consisted of the specified agent and original customer when the contact was terminated by the agent. Tip: If this behavior is associated with contacts that also have a short active duration, then the customers have probably not received appropriate service from the agent. Disconnects from On Hold: A count of contacts in which a party disconnected from the contact during the on hold state. Long Holds: A count of contacts that the agent held for a duration that exceeded the value defined for this measure. This measure considers hold time in which the agent focus remained on the held contact and hold time in which the agent focus changed to a different contact. Short Aux: A count of the number of times the agent went into an Aux. state and remained in that state for a duration that was less than the value defined for this measure. This measure considers all Aux. states. Agents may go into wrap-up state or an Aux state briefly and repeatedly in an attempt to affect their position in an idle agent queue. Rapid transitions in and out of Aux states and rapid transitions in and out of wrap-up states when no contact exists are both considered by the Short Aux. measure. This tactic will not work if your contact center is using least occupied agent instead of most idle agent as a distribution method. Data is not displayed for this measure when this report is run as a drill down from the Work Handling Behaviors - Summary report. Specific Contacts: A count of contacts offered to the agent that were classified as Specific. This count includes contacts that were handled by the agent and any contacts that might have abandoned while alerting at the agent. April 2015 Avaya IQ Standard Reports 129

130 Standard historical reports Internal Contacts: A count of contacts offered to the agent that were classified as Internal. This count includes contacts that were handled by the agent and any contacts that might have abandoned while alerting at the agent. Non-Working Aux. Dur: The time that the agent spent in Aux. states whose administered occupancy indicator was set to Non-Occupied or Not Applicable. Working Aux. Dur: The time that the agent spent in Aux. states whose administered occupancy indicator was set to Occupied. Wrap-up Dur: The amount of time that the agent spent in wrap-up state for contacts. Specific Active Dur: The time that the agent spent in a state of active communication with contacts that were classified as Specific. Internal Active Dur: The time that the agent spent in a state of active communication with contacts that were classified as Internal. Hold Dur: The total amount of time that the agent held contacts. Additional information A single agent behavior can contribute to more than one agent behavior count. For example: A contact that contributes to the Long Holds count could possibly contribute to the Disc. from On Hold count. An inbound or outbound contact that is accepted and immediately terminated by the agent would contribute to both the Short Contact and Agent Disconnects First counts. Agent Disconnects First Details This report provides information about contacts in which the last remaining agent disconnected before the last remaining customer. Tip: If you are not concerned with contacts that were sent directly to the agent or contacts that involved only other agents, you can use the report filters to exclude such contacts on the basis of delivery target or contact direction. Measures Service Start: The time when the agent accepted the contact. Routing Point: The routing point that delivered the contact to the agent. Queue: The queue that delivered the contact to the agent. Originator: If known, the identity of the party that initiated the contact. The originator identity persists until the end of the contact and applies to any related contacts that might occur. When Avaya Proactive Contact initiates an outbound contact and connects the destination party with an agent, the Originator identity changes from None to the name of the agent who accepts the contact. 130 Avaya IQ Standard Reports April 2015

131 Agent behavior reports Destination: If known, the first party in the contact that received a request to communicate. The destination identity persists until the end of the contact and applies to any related contacts that might occur. Active Dur: The amount of time that the disconnecting agent spent in a state of active communication with the contact. Delivery Target: Classifies the contact destination as Specific or Group. Contact Direction: Classifies the contact as Inbound, Outbound, or Internal. Contact ID: The unique ID for the contact. Agent Disconnects First Behavior Trend This report provides information about how often the agent is the party who terminates a contact. You can use this report to see if this behavior is related to particular time intervals, if the behavior is increasing or decreasing over time, and to see how the behavior may be related to different types of contacts. Tip: Specify time grains that help you to see if the behavior occurs at certain times of day, such as immediately before a break or at the end of the work shift. In a similar manner, other time grains may help you to see if the behavior is more likely to occur during certain days of the week, and so forth. You are prompted to specify a time grain that determines how data is distributed over time in the report rows. The first time interval, the last time interval, or both, may represent less time than other report intervals. The counts in this report are partitioned on the basis of contact classifications. Measures Agent Disconnects First: A count of contacts whose parties consisted of the specified agent and original customer when the contact was terminated by the agent. Tip: If this behavior is associated with contacts that also have a short active duration, then the customers have probably not received appropriate service from the agent. Conference Initiation Details This report provides information about contacts handled by an agent that included one or more conferences. April 2015 Avaya IQ Standard Reports 131

132 Standard historical reports Measures Service Start: The time when the agent accepted the contact. Active Dur: The amount of time that the agent spent in a state of active communication with the contact. Routing Point: The routing point that delivered the contact to the agent. Queue: The queue that delivered the contact to the agent. Originator: If known, the identity of the party that initiated the contact. The originator identity persists until the end of the contact and applies to any related contacts that might occur. When Avaya Proactive Contact initiates an outbound contact and connects the destination party with an agent, the Originator identity changes from None to the name of the agent who accepts the contact. Destination: If known, the first party in the contact that received a request to communicate. The destination identity persists until the end of the contact and applies to any related contacts that might occur. Delivery Target: Classifies the contact destination as Specific or Group. Contact Direction: Classifies the contact as Inbound, Outbound, or Internal. Contact ID: The unique ID for the contact. Disconnect from On Hold Details This report provides information about the contacts handled by an agent where the external party dropped from on hold. Tip: If you record contacts, you can use this report to identify contacts that disconnect from hold and then listen to the recorded contacts. In this way, you can evaluate agent technique to see if they are properly informing the customer about the hold, allowing the customer to respond, and so forth. Measures Service Start: The time when the agent accepted the contact. Active Dur: The amount of time that the agent spent in a state of active communication with the contact. Hold Dur: The amount of time that the agent held the contact. Routing Point: The routing point that delivered the contact to the agent. Queue: The queue that delivered the contact to the agent. Originator: If known, the identity of the party that initiated the contact. The originator identity persists until the end of the contact and applies to any related contacts that might occur. 132 Avaya IQ Standard Reports April 2015

133 Agent behavior reports When Avaya Proactive Contact initiates an outbound contact and connects the destination party with an agent, the Originator identity changes from None to the name of the agent who accepts the contact. Destination: If known, the first party in the contact that received a request to communicate. The destination identity persists until the end of the contact and applies to any related contacts that might occur. Delivery Target: Classifies the contact destination as Specific or Group. Contact Direction: Classifies the contact as Inbound, Outbound, or Internal. Contact ID: The unique ID for the contact. Disconnect from On Hold Behavior Trend This report provides information about how often an agent handled contacts in which the customer or other party disconnected while on hold. You can use this report to see if this behavior is related to particular time intervals, if the behavior is increasing or decreasing over time, and to see how the behavior may be related to different types of contacts. Tip: Specify time grains that help you to see if the behavior occurs at certain times of day, such as immediately before a break or at the end of the work shift. In a similar manner, other time grains may help you to see if the behavior is more likely to occur during certain days of the week, and so forth. You are prompted to specify a time grain that determines how data is distributed in the report rows. The first time interval, the last time interval, or both, may represent less time than other report intervals. Counts in this report are partitioned on the basis of contact classifications. Measures Disc. from On Holds: A count of contacts in which a party disconnected from the contact during the on hold state. General and Duration-Based Behaviors Summary This report provides information about the agents in a work group with respect to: Agent behaviors that are not directly associated with contact work, such as time spent in Aux. states. April 2015 Avaya IQ Standard Reports 133

134 Standard historical reports Summary measures that may reveal potential agent behavior issues when the data is viewed in aggregate, such as the frequency and duration of internal contacts. You can also use this report to see if agent performance for measurements such as Non- Working Aux Dur. are consistent with goals or standards that may have been set by the business. Measures Short Aux: A count of the number of times the agent went into an Aux. state and remained in that state for a duration that was less than the value defined for this measure. This measure considers all Aux. states. Agents may go into wrap-up state or an Aux state briefly and repeatedly in an attempt to affect their position in an idle agent queue. Rapid transitions in and out of Aux states and rapid transitions in and out of wrap-up states when no contact exists are both considered by the Short Aux. measure. This tactic will not work if your contact center is using least occupied agent instead of most idle agent as a distribution method. Data is not displayed for this measure when this report is run as a drill down from the Work Handling Behaviors - Summary report. Specific Contacts: A count of contacts offered to the agent that were classified as Specific. This count includes contacts that were handled by the agent and any contacts that might have abandoned while alerting at the agent. Internal Contacts: A count of contacts offered to the agent that were classified as Internal. This count includes contacts that were handled by the agent and any contacts that might have abandoned while alerting at the agent. Non-Working Aux. Dur: The time that the agent spent in Aux. states whose administered occupancy indicator was set to Non-Occupied or Not Applicable. Working Aux. Dur: The time that the agent spent in Aux. states whose administered occupancy indicator was set to Occupied. Wrap-up Dur: The time that the agent spent in wrap-up state for contacts. Specific Active Dur: The time that the agent spent in a state of active communication with contacts that were classified as Specific. Internal Active Dur: The time that the agent spent in a state of active communication with contacts that were classified as Internal. Hold Dur: The total amount of time that the agent held contacts. Accepted Interrupts: The count of the contacts accepted by the agent in the aux. state that was interruptible. Ignored Interrupts: The count of the interrupt notifications ignored by the agent in the aux. state that was interruptible. 134 Avaya IQ Standard Reports April 2015

135 Agent behavior reports Additional information An alternate version of this report distributes agent behavior measures across smaller time intervals within the specified report period. This method allows you to look for trends and patterns in agent activities that may be related to time. General and Duration-Based Behaviors Trend This report provides information about the agents in a work group with respect to: Agent behaviors that are not directly associated with contact work, such as time spent in Aux. states. Summary measures that may reveal potential agent behavior issues when the data is viewed in aggregate, such as the frequency and duration of internal contacts. You can use this report to see if different types of agent behaviors are related to particular time intervals, if the behaviors are increasing or decreasing over time, and to see how behaviors may be related to different types of contacts. This information can help you to determine when agent monitoring and service observation would be most useful. Tip: Specify time grains that help you to see if the behavior occurs at certain times of day, such as immediately before a break or at the end of the work shift. In a similar manner, other time grains may help you to see if the behavior is more likely to occur during certain days of the week, and so forth. This report includes a trend chart that displays counts for Specific Contacts and Internal Contacts as a function of time. You are prompted to specify a time grain that determines how data is distributed in the trend chart and report rows. The first time interval, the last time interval, or both, may represent less time than other report intervals. Measures Short Aux: A count of the number of times the agent went into an Aux. state and remained in that state for a duration that was less than the value defined for this measure. This measure considers all Aux. states. Agents may go into wrap-up state or an Aux state briefly and repeatedly in an attempt to affect their position in an idle agent queue. Rapid transitions in and out of Aux states and rapid transitions in and out of wrap-up states when no contact exists are both considered by the Short Aux. measure. This tactic will not work if your contact center is using least occupied agent instead of most idle agent as a distribution method. April 2015 Avaya IQ Standard Reports 135

136 Standard historical reports Data is not displayed for this measure when this report is run as a drill down from the Work Handling Behaviors - Summary report. Specific Contacts: A count of contacts offered to the agent that were classified as Specific. This count includes contacts that were handled by the agent and any contacts that might have abandoned while alerting at the agent. Internal Contacts: A count of contacts offered to the agent that were classified as Internal. This count includes contacts that were handled by the agent and any contacts that might have abandoned while alerting at the agent. Non-Working Aux. Dur: The time that the agent spent in Aux. states whose administered occupancy indicator was set to Non-Occupied or Not Applicable. Working Aux. Dur: The time that the agent spent in Aux. states whose administered occupancy indicator was set to Occupied. Wrap-up Dur: The time that the agent spent in wrap-up state for contacts. Specific Active Dur: The time that the agent spent in a state of active communication with contacts that were classified as Specific. Internal Active Dur: The time that the agent spent in a state of active communication with contacts that were classified as Internal. Hold Dur: The total amount of time that the agent held contacts. Long Contact Details This report provides information about the contacts handled by the agent that were identified as long contacts. The amount of time that determines a long contact is specified with the Reporting Behaviors feature in Avaya IQ administration. Measures Service Start: The time when the agent accepted the contact. Active Dur: The amount of time that the agent spent in a state of active communication with the contact. Hold Dur: The amount of time that the agent held the contact. Routing Point: The routing point that delivered the contact to the agent. Queue: The queue that delivered the contact to the agent. Originator: If known, the identity of the party that initiated the contact. The originator identity persists until the end of the contact and applies to any related contacts that might occur. When Avaya Proactive Contact initiates an outbound contact and connects the destination party with an agent, the Originator identity changes from None to the name of the agent who accepts the contact. 136 Avaya IQ Standard Reports April 2015

137 Agent behavior reports Destination: If known, the first party in the contact that received a request to communicate. The destination identity persists until the end of the contact and applies to any related contacts that might occur. Delivery Target: Classifies the contact destination as Specific or Group. Contact Direction: Classifies the contact as Inbound, Outbound, or Internal. Contact ID: The unique ID for the contact. Long Contacts Behavior Trend This report provides information about the number of contacts handled by an agent that exceeded a specified amount of time. You control which long contacts contribute to this count when you define a duration value for this measure. You are prompted to specify a time grain that determines how data is distributed in the report rows. The first time interval, the last time interval, or both, may represent less time than other report intervals. You can use this report to see if this behavior is related to particular time intervals, if the behavior is increasing or decreasing over time, and to see how the behavior may be related to different types of contacts. Tip: Specify time grains that help you to see if the behavior occurs at certain times of day, such as immediately before a break or at the end of the work shift. In a similar manner, other time grains may help you to see if the behavior is more likely to occur during certain days of the week, and so forth. Counts in this report are partitioned on the basis of contact classifications. Measures Long Contacts: A count of contacts whose connect duration was greater than the value defined for this measure. The connect duration measurement begins when the agent accepts the contact and ends when the contact disconnects at the agent. This agent behavior can be associated with the Long Holds agent behavior. Long Hold Details This report provides information about the contacts handled by the agent that included a long hold interval. The amount of time that determines a long hold is specified with the Reporting Behaviors feature in Avaya IQ administration. Measures Service Start: The time when the agent accepted the contact. April 2015 Avaya IQ Standard Reports 137

138 Standard historical reports Active Dur: The amount of time that the agent spent in a state of active communication with the contact. Hold Dur: The amount of time that the agent held the contact. Routing Point: The routing point that delivered the contact to the agent. Queue: The queue that delivered the contact to the agent. Originator: If known, the identity of the party that initiated the contact. The originator identity persists until the end of the contact and applies to any related contacts that might occur. When Avaya Proactive Contact initiates an outbound contact and connects the destination party with an agent, the Originator identity changes from None to the name of the agent who accepts the contact. Destination: If known, the first party in the contact that received a request to communicate. The destination identity persists until the end of the contact and applies to any related contacts that might occur. Delivery Target: Classifies the contact destination as Specific or Group. Contact Direction: Classifies the contact as Inbound, Outbound, or Internal. Contact ID: The unique ID for the contact. Long Holds Behavior Trend This report provides information about the number contacts that the agent put on hold for a total amount of time that exceeded the specified duration. You control which on hold contacts contribute to this count when you define a duration value for this measure. You can use this report to see if this behavior is related to particular time intervals, if the behavior is increasing or decreasing over time, and to see how the behavior may be related to different types of contacts. Tip: Specify time grains that help you to see if the behavior occurs at certain times of day, such as immediately before a break or at the end of the work shift. In a similar manner, other time grains may help you to see if the behavior is more likely to occur during certain days of the week, and so forth. You are prompted to specify a time grain that determines how data is distributed in the report rows. The first time interval, the last time interval, or both, may represent less time than other report intervals. Counts in this report are partitioned on the basis of contact classifications. 138 Avaya IQ Standard Reports April 2015

139 Agent behavior reports Measures Long Holds: A count of contacts that the agent held for a duration that exceeded the value defined for this measure. This measure considers hold time in which the agent focus remained on the held contact and hold time in which the agent focus changed to a different contact. Long Wrap-up Details This report provides information about the contacts handled by the agent that included a long wrapup. The amount of time that determines a long wrap-up is specified with the Reporting Behaviors feature in Avaya IQ administration. Tip: From this report, you can drill to the Contact - Trace report to obtain additional information that might help you to understand the agent wrap-up behavior. For example, long wrap-up behavior might be associated with a particularly long contact that required more extensive wrap-up work. Measures Wrap-up Start: The time when the agent began wrap-up. Wrap-up Dur: The total amount of time that the agent spent in wrap-up. Service Start: The time when the agent accepted the contact. Routing Point: The routing point that delivered the contact to the agent. Queue: The queue that delivered the contact to the agent. Originator: If known, the identity of the party that initiated the contact. The originator identity persists until the end of the contact and applies to any related contacts that might occur. When Avaya Proactive Contact initiates an outbound contact and connects the destination party with an agent, the Originator identity changes from None to the name of the agent who accepts the contact. Destination: If known, the first party in the contact that received a request to communicate. The destination identity persists until the end of the contact and applies to any related contacts that might occur. Delivery Target: Classifies the contact destination as Specific or Group. Contact Direction: Classifies the contact as Inbound, Outbound, or Internal. Contact ID: The unique ID for the contact. Long Wrap-ups Behavior Trend This report provides information about the number of contact wrap-ups for an agent that exceeded a specified amount of time. You control which wrap up sessions contribute to this count when you define a duration value for this measure. April 2015 Avaya IQ Standard Reports 139

140 Standard historical reports You can use this report to see if this behavior is related to particular time intervals, if the behavior is increasing or decreasing over time, and to see how the behavior may be related to different types of contacts. Tip: Specify time grains that help you to see if the behavior occurs at certain times of day, such as immediately before a break or at the end of the work shift. In a similar manner, other time grains may help you to see if the behavior is more likely to occur during certain days of the week, and so forth. You are prompted to specify a time grain that determines how data is distributed in the report rows. The first time interval, the last time interval, or both, may represent less time than other report intervals. Counts in this report are partitioned on the basis of contact classifications. Measures Long Wrap-ups: A count of contact wrap-ups whose duration exceeded the value defined for this measure. Preview Duration Details This report provides information about preview time that an agent spent for potential contacts. Basic information about the contacts that were previewed is also provided. Measures Preview Start: The time when the agent entered preview state for the contact. Preview Dur: The amount of time the agent spent in preview state for the contact. Exit Reason: The reason the agent left the preview state. Queue: The queue that delivered the contact to the agent. Originator: For a contact that was automatically initiated by a communication application, the identify of the agent who was connected to the contact. Destination: The called party. Contact ID: The unique ID for the contact. Redirect Details This report provides information about contacts that were delivered to an agent and then redirected to another destination after the agent failed to accept the contact. Information about the time when the redirects occurred and basic information about the contacts that were redirected is also displayed in the report. 140 Avaya IQ Standard Reports April 2015

141 Agent behavior reports Measures Redirect Start: The time when the contact was redirected from the agent. Routing Point: The routing point that delivered the contact to the agent. Queue: The queue that delivered the contact to the agent. Originator: If known, the identity of the party that initiated the contact. The originator identity persists until the end of the contact and applies to any related contacts that might occur. When Avaya Proactive Contact initiates an outbound contact and connects the destination party with an agent, the Originator identity changes from None to the name of the agent who accepts the contact. Destination: If known, the first party in the contact that received a request to communicate. The destination identity persists until the end of the contact and applies to any related contacts that might occur. Delivery Target: Classifies the contact destination as Specific or Group. Contact Direction: Classifies the contact as Inbound, Outbound, or Internal. Contact ID: The unique ID for the contact. Redirects Behavior Trend This report provides information about the number of contacts that were delivered to the agent and then redirected after the agent failed to accept the contact. You can use this report to see if this behavior is related to particular time intervals, if the behavior is increasing or decreasing over time, and to see how the behavior may be related to different types of contacts. Tip: Specify time grains that help you to see if the behavior occurs at certain times of day, such as immediately before a break or at the end of the work shift. In a similar manner, other time grains may help you to see if the behavior is more likely to occur during certain days of the week, and so forth. You are prompted to specify a time grain that determines how data is distributed over time in the report rows. The first time interval, the last time interval, or both, may represent less time than other report intervals. Counts in this report are partitioned on the basis of contact classifications. Measures Redirects: A count of contacts that were delivered to the agent and then redirected after the agent failed to accept the contact. April 2015 Avaya IQ Standard Reports 141

142 Standard historical reports If the contact is redirected to a routing point, there will be outflows for the routing point and the queue that delivered it to the agent. If the contact is redirected to a queue, there will be an outflow for the delivery queue but not for the delivery routing point. Short Contact Details This report provides information about the contacts handled by the agent that were identified as short contacts. The amount of time that determines a short contact is specified with the Reporting Behaviors feature in Avaya IQ administration. Measures Service Start: The time when the agent accepted the contact. Active Dur: The amount of time that the agent spent in a state of active communication with the contact. Hold Dur: The amount of time that the agent held the contact. Routing Point: The routing point that delivered the contact to the agent. Queue: The queue that delivered the contact to the agent. Originator: If known, the identity of the party that initiated the contact. The originator identity persists until the end of the contact and applies to any related contacts that might occur. When Avaya Proactive Contact initiates an outbound contact and connects the destination party with an agent, the Originator identity changes from None to the name of the agent who accepts the contact. Destination: If known, the first party in the contact that received a request to communicate. The destination identity persists until the end of the contact and applies to any related contacts that might occur. Delivery Target: Classifies the contact destination as Specific or Group. Contact Direction: Classifies the contact as Inbound, Outbound, or Internal. Contact ID: The unique ID for the contact. Short Contacts Behavior Trend This report provides information about the number of short contacts handled by an agent that are less than a specified amount of time. You control which contacts contribute to this count when you define a duration value for this measure. You can use this report to see if this behavior is related to particular time intervals, if the behavior is increasing or decreasing over time, and to see how the behavior may be related to different types of contacts. 142 Avaya IQ Standard Reports April 2015

143 Agent behavior reports Tip: Specify time grains that help you to see if the behavior occurs at certain times of day, such as immediately before a break or at the end of the work shift. In a similar manner, other time grains may help you to see if the behavior is more likely to occur during certain days of the week, and so forth. You are prompted to specify a time grain that determines how data is distributed over time in the report rows. The first time interval, the last time interval, or both, may represent less time than other report intervals. Counts in this report are partitioned on the basis of contact classifications. Measures Short Contacts: A count of contacts whose connect duration was less than the value defined for this measure. The connect duration measurement begins when the agent accepts the contact and ends when the contact disconnects at the agent. Tip: Specify time grains that help you to see if the behavior occurs at certain times of day, such as immediately before a break or at the end of the work shift. In a similar manner, other time grains may help you to see if the behavior is more likely to occur during certain days of the week, and so forth. Short Wrap-up Details This report provides information about the contacts handled by the agent that included a short wrapup. The amount of time that determines a short wrap-up is specified with the Reporting Behaviors feature in Avaya IQ administration. Measures Service Start: The time when the agent accepted the contact. Wrap-up Start: The time when the agent began wrap-up. Wrap-up Dur: The total amount of time that the agent spent in wrap-up. Routing Point: The routing point that delivered the contact to the agent. Queue: The queue that delivered the contact to the agent. Originator: If known, the identity of the party that initiated the contact. The originator identity persists until the end of the contact and applies to any related contacts that might occur. When Avaya Proactive Contact initiates an outbound contact and connects the destination party with an agent, the Originator identity changes from None to the name of the agent who accepts the contact. April 2015 Avaya IQ Standard Reports 143

144 Standard historical reports Destination: If known, the first party in the contact that received a request to communicate. The destination identity persists until the end of the contact and applies to any related contacts that might occur. Delivery Target: Classifies the contact destination as Specific or Group. Contact Direction: Classifies the contact as Inbound, Outbound, or Internal. Contact ID: The unique ID for the contact. Short Wrap-ups Behavior Trend This report provides information about the number times that an agent spent time in wrap-up state for a duration that was less than a specified amount of time. You control which wrap up sessions contribute to this count when you define a duration value. You can use this report to see if this behavior is related to particular time intervals, if the behavior is increasing or decreasing over time, and to see how the behavior may be related to different types of contacts. Tip: Specify time grains that help you to see if the behavior occurs at certain times of day, such as immediately before a break or at the end of the work shift. In a similar manner, other time grains may help you to see if the behavior is more likely to occur during certain days of the week, and so forth. You are prompted to specify a time grain that determines how data is distributed over time in the report rows. The first time interval, the last time interval, or both, may represent less time than other report intervals. Counts in this report are partitioned on the basis of contact classifications. Measures Short Wrap-ups: A count of contact wrap-ups whose duration was less than the value defined for this measure. In some business situations, short wrap-ups may occur because work processes force agents into contact wrap-up mode even when contacts do not require wrap-up work. If your contact center uses an automatic wrap-up to give the agents a break between contacts, the Short Wrapups behavior should either not be used or the threshold should be set to a shorter interval than the forced wrap-up interval. 144 Avaya IQ Standard Reports April 2015

145 Agent behavior reports Transfer Initiation Details This report provides information about the contacts that were transferred by a specific agent. You would typically obtain this report as a drill down from a summary report or another detail report. The information presented in this report allows you to view agent transfer behaviors in the context of the types of contacts that were transferred and the transfer destinations. This information might help you to identify issues such as agent training needs or contact routing problems. Measures Transfer destination: If known, the agent, queue or routing point to which the agent transferred the contact. Service Start: The time when the agent accepted the contact. Routing Point: The routing point that delivered the contact to the agent. Queue: The queue that delivered the contact to the agent. Originator: If known, the identity of the party that initiated the contact. The originator identity persists until the end of the contact and applies to any related contacts that might occur. When Avaya Proactive Contact initiates an outbound contact and connects the destination party with an agent, the Originator identity changes from None to the name of the agent who accepts the contact. Destination: If known, the first party in the contact that received a request to communicate. The destination identity persists until the end of the contact and applies to any related contacts that might occur. Active Dur: The amount of time that the agent spent in a state of active communication with the contact. Transfer Occurred: The time when the agent completed the transfer. Delivery Target: Classifies the contact destination as Specific or Group. Contact Direction: Classifies the contact as Inbound, Outbound, or Internal. Contact ID: The unique ID for the contact. Transfers Behavior Trend This report provides information about the number of contacts that an agent transferred. You can use this report to see if this behavior is related to particular time intervals, if the behavior is increasing or decreasing over time, and to see how the behavior may be related to different types of contacts. April 2015 Avaya IQ Standard Reports 145

146 Standard historical reports Tip: Specify time grains that help you to see if the behavior occurs at certain times of day, such as immediately before a break or at the end of the work shift. In a similar manner, other time grains may help you to see if the behavior is more likely to occur during certain days of the week, and so forth. You are prompted to specify a time grain that determines how data is distributed over time in the report rows. The first time interval, the last time interval, or both, may represent less time than other report intervals. Counts in this report are partitioned on the basis of contact classifications. Measures Transfers: A count of contacts that the agent transferred. Tip: When agents frequently transfer contacts to the same destination, this could indicate a routing problem or the need for additional agent training. Transfer to Same Routing Point Details This report provides details about contacts that an agent transferred back to the same routing point that delivered the contact to the agent. Measures Routing Point: The routing point that delivered the contact to the agent. Service Start: The time when the agent accepted the contact. Queue: The queue that delivered the contact to the agent. Originator: If known, the identity of the party that initiated the contact. The originator identity persists until the end of the contact and applies to any related contacts that might occur. When Avaya Proactive Contact initiates an outbound contact and connects the destination party with an agent, the Originator identity changes from None to the name of the agent who accepts the contact. Destination: If known, the first party in the contact that received a request to communicate. The destination identity persists until the end of the contact and applies to any related contacts that might occur. Active Dur: The amount of time that the agent spent in a state of active communication with the contact. Transfer Occurred: The time when the agent completed the transfer. Delivery Target: Classifies the original contact destination as Specific or Group. 146 Avaya IQ Standard Reports April 2015

147 Agent behavior reports Contact Direction: Classifies the original contact direction as Inbound, Outbound, or Internal. Contact ID: The unique ID for the contact. Transfers to Same Routing Point Behavior Trend This report provides information about the number of times that an agent transferred a contact back to the same routing point that delivered the contact to the agent. You can use this report to see if this behavior is related to particular time intervals, if the behavior is increasing or decreasing over time, and to see how the behavior may be related to different types of contacts. Tip: Specify time grains that help you to see if the behavior occurs at certain times of day, such as immediately before a break or at the end of the work shift. In a similar manner, other time grains may help you to see if the behavior is more likely to occur during certain days of the week, and so forth. You are prompted to specify a time grain that determines how data is distributed over time in the report rows. The first time interval, the last time interval, or both, may represent less time than other report intervals. Counts in this report are partitioned on the basis of contact classifications. Measures Transfers to Same Routing Point: A count of contacts that the agent transferred back to the same routing point that delivered the contact to the agent. Work Handling Behaviors Summary (%) This report provides summary information for the agents in a work group with respect to agent behaviors that are directly related to contact work. This report comes in two versions. This version of the report displays behavior measures as total counts that provide a quantitative view of agent performance. An alternate version of this report displays behavior measures as percentages so that you can make comparisons between agents whose work loads are not the same. You can use this report to quickly assess various kinds of behaviors for the agents in a work group and make direct comparisons between different agents. Measures % Long Contacts: The percentage of contacts whose connect duration was greater than the value defined for this measure. The connect duration measurement begins when the agent April 2015 Avaya IQ Standard Reports 147

148 Standard historical reports accepts the contact and ends when the contact disconnects at the agent. The calculation for this measure is: (long contacts/handles) * 100. % Short Contacts: The percentage of contacts whose connect duration was less than the value defined for this measure. The connect duration measurement begins when the agent accepts the contact and ends when the contact disconnects at the agent. The calculation for this measure is: (short contacts/handles) * 100. % Long Wrap-ups: The percentage of contact wrap-ups whose total duration exceeded the value defined for this measure. The calculation for this measure is: (long wrap-ups/wrapups) * 100. % Short Wrap-ups: The percentage of contact wrap-ups whose duration was less than the value defined for this measure. The calculation for this measure is: (short wrap-ups/ wrap-ups) * 100. In some business situations, short wrap-ups may occur because work processes force agents into contact wrap-up mode even when contacts do not require wrap-up work. If your contact center uses an automatic wrap-up to give the agents a break between contacts, the Short Wrap-ups behavior should either not be used or the threshold should be set to a shorter interval than the forced wrap-up interval. % Transfers: The percentage of contacts that the agent transferred. The calculation for this measure is: (transfers/handles) * 100. % Transfers to Same Routing Point: The percentage of contacts that the agent transferred back to the same routing point that delivered the contact to the agent. The calculation for this measure is: (transfers to same routing point/handles) * 100. % Confs: The percentage of contacts for which the agent created one or more conferences. If the agent initiates multiple conferences during the course of a contact, only a single conference count is assigned to the agent for that contact. The calculation for this measure is: (conferences/handles) * 100. % Redirects: The percentage of contacts that were delivered to the agent and then redirected after the agent failed to accept the contact. The calculation for this measure is: (redirects/ alerts) * 100. If the contact is redirected to a routing point, there will be outflows for the routing point and the queue that delivered it to the agent. If the contact is redirected to a queue, there will be an outflow for the delivery queue but not for the delivery routing point. % Agent Disconnects First: The percentage of contacts whose parties consisted of the specified agent and original customer when the contact was terminated by the agent. The calculation for this measure is: (agent disconnects first/handles) * 100. Tip: If this behavior is associated with contacts that also have a short active duration, then the customers have probably not received appropriate service from the agent. % Disc. from On Hold: A count of contacts in which a party disconnected from the contact during the on hold state. The calculation for this measure is: (disconnects from on hold/held contacts) * Avaya IQ Standard Reports April 2015

149 Agent behavior reports % Long Holds: The percentage of contacts the agent held for a total amount of time that exceeded the value defined for this measure. The calculation for this measure is: (long holds/held contacts) * 100. Work Handling Behaviors Summary (Totals) This report provides summary information for the agents in a work group with respect to agent behaviors that are directly related to contact work. This report comes in two versions. This version of the report displays behavior measures as total counts that provide a quantitative view of agent performance. An alternate version of this report displays behavior measures as percentages so that you can make comparisons between agents whose work loads are not the same. You can use this report to quickly assess various kinds of behaviors for the agents in a work group and make direct comparisons between different agents. Measures Long Contacts: A count of contacts whose connect duration was greater than the value defined for this measure. The connect duration measurement begins when the agent accepts the contact and ends when the contact disconnects at the agent. Short Contacts: A count of contacts whose connect duration was less than the value defined for this measure. The connect duration measurement begins when the agent accepts the contact and ends when the contact disconnects at the agent. Long Wrap-ups: A count of contact wrap-ups whose duration exceeded the value defined for this measure. Short Wrap-ups: A count of contact wrap-ups whose duration was less than the value defined for this measure. In some business situations, short wrap-ups may occur because work processes force agents into contact wrap-up mode even when contacts do not require wrap-up work. If your contact center uses an automatic wrap-up to give the agents a break between contacts, the Short Wrap-ups behavior should either not be used or the threshold should be set to a shorter interval than the forced wrap-up interval. Transfers: A count of contacts that the agent transferred. Transfers to Same Routing Point: A count of contacts that the agent transferred back to the same routing point that delivered the contact to the agent. Confs: A count of contacts for which the agent created one or more conferences. If the agent initiates multiple conferences during the course of a contact, only a single conference count is assigned to the agent for that contact. Redirects: A count of contacts that were delivered to the agent and then redirected after the agent failed to accept the contact. April 2015 Avaya IQ Standard Reports 149

150 Standard historical reports If the contact is redirected to a routing point, there will be outflows for the routing point and the queue that delivered it to the agent. If the contact is redirected to a queue, there will be an outflow for the delivery queue but not for the delivery routing point. Agent Disconnects First: A count of contacts whose parties consisted of the specified agent and original customer when the contact was terminated by the agent. Tip: If this behavior is associated with contacts that also have a short active duration, then the customers have probably not received appropriate service from the agent. Disc. from On Hold: A count of contacts in which a party disconnected from the contact during the on hold state. Long Holds: A count of contacts that the agent held for a duration that exceeded the value defined for this measure. This measure considers hold time in which the agent focus remained on the held contact and hold time in which the agent focus changed to a different contact. Agent and contact detail reports and trace reports Avaya IQ standard historical reports provide detailed information about agent activities and the history of individual contacts. Although most of these detail and trace reports can be obtained directly, a report user is more likely to obtain the reports by doing a drill down from a summary report. Agent Aux. Interrupt Details The Agent Aux. Interrupt Details report displays information about each interrupt received by an agent and its corresponding notification durations for a specified time interval. Important: To obtain data for this report, you must be on Avaya IQ 5.1 or later and Communication Manager 6.0 or later. Measures Start: The start time when the agent was notified or forced to become interrupted while the agent was in an aux. state. Aux. State - The Aux. state used by the agent. Notification Dur.: The total time the agent took to either accept or ignore the notification. Forced interrupts have zero seconds of Notification Dur. Interrupt State: The type of the interrupt. 150 Avaya IQ Standard Reports April 2015

151 Agent and contact detail reports and trace reports The interrupts are of the following types: Auto in The agent has automatically been made available (forced) to handle a contact. Once the contact is completed, the agents are automatically made available for the next call. Manual in- The agent has automatically been made available (forced) to handle a contact. In this work-mode, the agent is placed in the wrap-up state at the end of the call. Accepted - The agent has responded positively to the notification, and has become available for contacts. Ignored - The agent has ignored the notification and therefore the communication source is no longer waiting for the agent. Agent Aux. Duration Details This report provides information about the amount of time that an agent has spent in various Aux. states during the specified report period. You can use this report to verify that agents are using the correct Aux. states in an appropriate manner. Measures Start: The time when the agent entered the Aux. state. End: The time when the agent left the Aux. state. Aux. State: The Aux. state used by the agent. Aux. Dur: The amount of time the agent spent in the Aux. state. Agent Experience Trace This report provides a sequential view of the activities of an agent during the report time period. Both agent time spent on contact work and other activities that are not associated with contact work, such as agent time spent in auxiliary states, are also displayed in the report. Each row in the report represents a continuous interval during which the agent spent time in a particular set activity state. A new row is displayed in the report when the agent leaves the previous activity state and enters a new activity state. Measures Start: The time that the agent state started. State: The current activity state of the agent. Dur: The amount of time that the agent activity state continued before a state change occurred. Exit Reason: The reason the agent left the activity state. Contact Direction: Classifies the contact as Inbound, Outbound or Internal, if the agent state is associated with contact work. Routing Point: The routing point that delivered the contact to the agent. Queue: The queue that delivered the contact to the agent. April 2015 Avaya IQ Standard Reports 151

152 Standard historical reports Contact ID: The unique ID for the contact. Agent Login/Logout Details This report provides summary information about the overall staffed time of an agent. The staffed time displayed in this report extends from the time the agent logs in to the first communication application until the agent logs out of the last communication application. If the agent logs in only to a single communication application, then the staffed time extends from the time the agent logs in to the application until the agent log out of that application. This report does not consider work sessions that are still in progress at the time the report is produced. If your agents do work sessions on multiple communication applications, you can drill down to the following report to obtain information for the individual sessions. Other considerations Queue reassignments: Communication applications can execute automatic login and logout processes for an agent. For example, when a supervisor changes a queue assignment for an Communication Manager agent, Communication Manager does an automatic logout and login for that agent. When the agent is not logged in to any additional communication applications when the agent queue assignment is changed, the automatic logout and login events are included in this report. Logout during connectivity outages: If the agent does their final log out on a Communication Manager application while the application is not currently connected to Avaya IQ, an Implied Logout reason is assigned to the agent logout event. In this case, the agent logout time is based on the most recent time stamp for data stream information that was received from the Communication Manager prior to the connectivity outage. To obtain information about agent logout reasons for individual communication applications. Measures Login: The start time for the agent work session. Logout: The end time for the overall agent work session. Staffed Duration: The amount of continuous time that the agent spent in one or more work sessions on communication applications. If the agent logged in to multiple source applications, this duration extends from the time the agent logged in to the first application until the agent logged out of the last application. Agent Login/Logout Per Account Details This report provides information about agent work sessions for each communication application on which an agent has worked. This report does not consider work sessions that are still in progress at the time the report is produced. 152 Avaya IQ Standard Reports April 2015

153 Agent and contact detail reports and trace reports Some communication applications can execute automatic login and logout processes for an agent. For example, when a supervisor changes a queue assignment for an Communication Manager agent, Communication Manager does an automatic logout and login for that agent. All such automatic logout and login events are also included in this report. Measures Login: The start time for the agent work session on the communication application. Logout: The end time for the agent work session on the communication application. Source: The communication application associated with the agent work session. Account: The agent identity administered on the communication application. Logout Reason: If displayed, the reason code entered by the agent at the time of logout on the communication application. Session Dur: The amount of time that the agent spent in a work session on the communication application. If an agent logs out of Communication Manager while the link to Avaya IQ is down, an Implied Logout reason is assigned to the logout event. In this case, the time for the agent logout is based on the last data stream time stamp that was received by the system for the Communication Manager prior to the outage. Contact Details This report provides information about individual contacts in terms of: The agents who participated in a parent contact or any who participated in any related contacts that might have been initiated in support of the parent contact. The process group and processes that participated in the related contact, for report generated by selecting values other than contact ID. The total amount of time each agent spent on the contact. Properties of the contact that might provide useful context, such as contact direction, delivery queue and final disposition. Each row of the report displays information for a specific contact, but if two or more agents participated in the contact, the contact report row is further subdivided to display activity durations for each agent. Since agent durations are displayed separately for each agent, the sum of individual agent activity measures is not necessarily equal to the overall Elapsed Dur. measure for the contact. Agent time is partitioned this way so you can obtain a better understanding of the overall cost of service for contacts. April 2015 Avaya IQ Standard Reports 153

154 Standard historical reports This report does not provide information about contacts that did not include participating agents. If you want to obtain information about a contact that disconnected before the customer was delivered to an agent, use the Customer Experience - Details report as the starting point for investigation. Measures Contact Start: The time when the parent contact arrived at the first measured trunk, routing point, queue or agent. Elapsed Dur: The amount of time that the parent contact was active in the system after the contact was delivered to the first measured entity. The measured duration begins when the contact is delivered to the first measured entity and ends when the last party leaves the contact. If the contact includes agent preview work or wrap-up work, that time is also included in the elapsed duration. Contact ID: The unique ID for the parent contact. Contact Direction: Classifies the contact as Inbound, Outbound, or Internal. First Delivery Routing Point: The routing point that delivered the contact to the first measured agent. First Delivery Queue: The queue that delivered the contact to the first measured agent. Disposition: The exit reason that was recorded when the customer left the contact. Agent: The identity of each agent who participated in the parent contact, a related contact, or both. Preview Dur: The amount of time the agent spent in preview state for the parent contact. Active Dur: The total amount of time that the agent spent in a state of active communication with other parties in the parent contact and related contacts. Hold Dur: The total amount of time that the agent held the parent contact or any related contacts. Wrap-up Dur: The total amount of time that the agent spent in wrap-up state for the contact. Additional information To obtain the most complete set of contact information in terms of the parties that were involved, events that occurred, event times and state durations, you can drill down to the Contact Trace report: Contact Trace This report provides a complete history of a contact and all its interactions. When an agent performs a consult, transfer, or conference, a new interaction is created and is considered part of the original contact. This method gives you a more complete view of the way that contacts are handled and the total cost of service. 154 Avaya IQ Standard Reports April 2015

155 Agent and contact detail reports and trace reports Each row in the report represents a time interval during which the contact parties were engaged in a set of concurrent activities. When a state change occurs for a party on the contact, or a party joins or leaves the contact, a new row is displayed in the report. You can use the Contact ID link in Contact - detail, Customer experience - detail, and Agent experience - trace reports to open this report. Typically the Voice Portal data is displayed in a single line. If the Voice Portal port is measured, the Voice Portal data is displayed in split rows for the customer and Voice Portal port and the agent appears as Active with the customer. This agent Aactive Dur appears on the queue and routing point reports. For this reason, Avaya recommends not measuring your Voice Portal ports. Additional information Unmeasured entities: A contact can possibly involve entities that are not being measured by Avaya IQ, such as devices (trunks), routing points, queues or parties. When a contact involves one or more unmeasured entities, the Contact - Trace report can display gaps in the contact record. For example, when a customer interacts with an unmeasured agent, a report row can indicate that the customer was in the Active state in the absence of any other active party. An agent can also hold a contact, initiate a new contact to an unmeasured extension and then transfer the original contact. In this case, the second contact is not identified as a related contact. Since the contact history for the transferred contact is identified in two separate contact IDs before and after the transfer to the unmeasured extension, the two parts of the contact can not be displayed in a single Contact-Trace report. Path replacement: The Avaya Communication path replacement feature allows unnecessary trunks to be eliminated from a call path. Path replacement operations that occur during the course of a contact are reflected in Contact - Trace reports. Measures Start: The start time that the contact activity state started, or the group of concurrent party activity states started. Contact Direction: Classifies the contact as Inbound, Outbound, or Internal. Routing Point: The entry point for the process for this row or the entry point for the process that delivered the contact to the agent. The Routing Point changes to indicate the most recent delivery routing point when an agent transfers a contact and a new routing point delivers the contact to the new destination. Process: The process controlling the processing of this contact for this row. Queue: The queue that delivered the contact to an agent or first queue that was holding the contact prior to abandoning or outflowing. For Communication Manager, the following rules apply to the queue information associated with contacts in Contact - Trace reports: The Queue identity is set to None when any of the following situations occurs: - A contact does not involve a queue. This situation can occur when an agent initiates an outbound contact, an inbound contact is directed to an agent extension, or an internal contact is directed to an agent extension. - An inbound contact was still in a routing process prior to being sent to a queue. April 2015 Avaya IQ Standard Reports 155

156 Standard historical reports - An agent was in the process of initiating a new contact. - When an agent transfers a contact and a queue delivers the contact to the new destination, the Queue identity changes to indicate the most recent delivery queue. - When a contact is sent to wait for service at multiple queues, the Queue identify indicates the first queue to which the contact was sent. The first assigned queue and the queue that ultimately delivers the contact to an agent can be different. In such situations, the Queue identity changes to indicate the delivery queue when the contact begins to alert at an agent. - Destination: The party that received a request to communicate. In general, when a contact is sent to a new destination, the Destination identity reflects the most recent destination party for the contact. - For Communication Manager, the following rules apply to the Destination identity associated with contacts in Contact - Trace reports: For outbound contacts, the destination indicates the number that was dialed. For inbound contacts, the destination is set when the contact is offered to an agent. An agent can hold a contact, initiate a related contact to another party and add the new party to a conference while the related contact is still alerting. In this case, the destination for the parent contact is reset to display the identity of the new party. When a contact redirects from an agent, the destination is not reset until the contact is delivered to a new agent. If all destination parties have left the contact, the destination field is blank. - Party: If known, the identity of the party. This can be the customer s phone number or name/id of the party for sources like Voice Portal. - Role: The relationship of the party to the enterprise. - State: The current activity state of the contact or party. Dur: The amount of time that the contact activity state or group of concurrent party activity states continued before a state change occurred. Exit Reason: The exit reason associated with the contact activity state or group of concurrent party activity states. Interaction ID: The unique ID for the interaction. An interaction is a communications session between a set of parties on a contact. When all parties are connected as in a conference, this is a single interaction. When parties are held and a new communications session is initiated as in the case of a consult or non-consultative transfer, this is a separate interaction. Source: The communication application that received the contacts included in the report. Customer Experience Details This report shows what the customer experienced while in the contact center and is useful in understanding the customer s view of a contact. Typically, you can drill down to this report from Contact - details report. You can directly enter the customer s telephone number in the Dialing Number field or name/id of the customer in the Customer ID field. While entering the customer's telephone number, enter only the digits of the number and ensure that you exclude special characters such as hyphen. 156 Avaya IQ Standard Reports April 2015

157 Agent and contact detail reports and trace reports The report shows a separate row for each data source. Therefore, you can see the Communication Manager details of the contact and Voice Portal details of the contact separately. The Communication Manager details of the contact vary based on how the call arrives on the Voice Portal. The following scenarios are possible: If Voice Portal is in front of Communication Manager, the Communication Manager details are not displayed. If call goes to Communication Manager and then Queues to or Routes to the Voice Portal queue, Communication Manager shows this as Active Dur. for the customer. This Active Dur. does not show up on the queue or routing point reports because they only show agent Active Dur. If call goes to Communication Manager and then converses on with Voice Portal queue, the Communication Manager shows this as Wait. Dur. for the customer. If you enter a portion of the customer s dialing number or customer ID, all customers that match that portion will be displayed. If a customer s name is misspelled or ordered differently (e.g., last name first), no data will be found. Measures Customer Experience Start: The time when the customer contact arrived at the first measured trunk, routing point, queue or agent. Customer Experience Dur: The amount of time that the customer contact spent in the contact center until the contact disconnected. This measure does not include agent wrap-up time. Customer: If known, the identity of the customer. Contact Direction: Classifies the contact as Inbound, Outbound, or Internal. First Delivery Routing Point: The routing point that delivered the contact to the first measured agent. First Delivery Queue: The queue that delivered the contact to the first measured agent. Disposition: The exit reason that was recorded when the customer left the contact. The disposition Canceled Due to System Timeout means that Communication Manager disconnected the call because it spent too much time in vector processing. The vector disconnect timer that controls this behavior is administered on the Feature-Related System- Parameters screen in Communication Manager. Wait Dur: The amount of time that the contact spent waiting in queue and alerting at the agent. Self Service Dur.: The average time that contacts spent in a voice portal application or in vector processing. Active Dur: The total amount of time that agents spent in a state of active communication with the customer. On Hold Dur: The total amount of time that any party was unable to interact with other parties because the other parties were holding the contact. This measure typically reflects on hold time attributed to a customer party. In certain situations, on hold time for agents can also contribute to this measure. Contact ID: The unique ID for the parent contact. April 2015 Avaya IQ Standard Reports 157

158 Standard historical reports Work Group Login/Logout Details This report provides summary information about the overall staffed time of agent assigned to a work group. The staffed time displayed in this report extends from the time the agent logs in to the first communication application until the agent logs out of the last communication application. If the agent logs in only to a single communication application, then the staffed time extends from the time the agent logs in to the application until the agent log out of that application. This report does not consider work sessions that are still in progress at the time the report is produced. If your agents do work sessions on multiple communication applications, you can use the Agent Login/Logout per Account - Details report to obtain information about individual sessions. Other considerations Queue reassignments: Communication applications can execute automatic login and logout processes for an agent. For example, when a supervisor changes a queue assignment for an Communication Manager agent, Communication Manager does an automatic logout and login for that agent. When the agent is not logged in to any additional communication applications when the agent queue assignment is changed, the automatic logout and login events are included in this report. Logout during connectivity outages: If an agent does their final log out on a Communication Manager application while the application is not currently connected to Avaya IQ, an Implied Logout reason is assigned to the agent logout event. In this case, the agent logout time is based on the most recent time stamp for data stream information that was received from the Communication Manager prior to the connectivity outage. Measures Login: The start time for the agent work session. Logout: The end time for the overall agent work session. Staffed Duration: The amount of continuous time that the agent spent in one or more work sessions on communication applications. If the agent logged in to multiple source applications, this duration extends from the time the agent logged in to the first application until the agent logged out of the last application. Source: The communication application that received the contacts included in the report. Queue performance reports Avaya IQ historical reports provide information about contact center performance from the perspective of queues. These reports can be used to see how efficiently contacts are managed, and to compare the contact service measurements for queues with the service goals for the business. 158 Avaya IQ Standard Reports April 2015

159 Queue performance reports Queue Group Performance Summary This report provides summary information about one or more queue groups. Operations manager and business managers who are responsible for the cost of customer service can use this report to compare queue groups with respect to contact work loads and how efficiently contacts were handled. Measures Avg. Wait Dur: The average amount of time that a contact spent waiting in the queue and alerting the agent. The calculation for this measure is: total wait duration/outflows + dequeues + abandons + busies + cancels + accepts. Max. Wait Dur: The maximum amount of time that a contact spent waiting at the queue and alerting at the agent. Avg. Active Dur: The average amount of time that the agent spent in a state of active communication with contacts. The calculation for this measure is: total active duration/handles. Avg. Wrap-up Dur: The average amount of time that the agent spent in wrap-up state for contacts. The calculation for this measure is: total wrap-up duration/wrap-ups. Arrivals: A count of contacts that arrived at the queue. Different kinds of events can cause the Arrivals count for a routing point or queue to be unequal to the counts obtained for several closely related measures. Handles: A count of contacts that have completed at the agent, including wrap-up work. This measure is displayed only in the trend chart. Abandons: A count of contacts that disconnected while they waited for service at the queue. % Abandons: The percentage of contacts that disconnected while they waited for service at the queue. The calculation for this measure is: (abandons/(accepts + outflows + abandons + dequeues + busies + cancels)) * 100. Queue Group Performance Trend This report provides summary information about a specific queue group. Business and operations managers who are responsible for the cost of customer service can use this report to examine how contact work loads and contact handling efficiency vary as a function of time. This report also includes a trend chart that displays counts for Arrivals and Handles as a function of time. You are prompted to specify a time grain that determines how data is distributed in the trend chart and report rows. April 2015 Avaya IQ Standard Reports 159

160 Standard historical reports The first time interval, the last time interval, or both, may represent less time than other report intervals. Measures Avg. Wait Dur: The average amount of time that a contact spent waiting at the queue and alerting at the agent. The calculation for this measure is: total wait duration/outflows + dequeues + abandons + busies + cancels + accepts. Max. Wait Dur: The maximum amount of time that a contact spent waiting at the queue and alerting at the agent. Avg. Active Dur: The average amount of time that the agent spent in a state of active communication with contacts. The calculation for this measure is: total active duration/handles. Avg. Wrap-up Dur: The average amount of time that the agent spent in wrap-up state for contacts. The calculation for this measure is: total wrap-up duration/wrap-ups. Arrivals: A count of contacts that arrived at the queue. Different kinds of events can cause the Arrivals count for a routing point or queue to be unequal to the counts obtained for several closely related measures. Handles: A count of contacts that have completed at the agent, including wrap-up work. This measure is displayed only in the trend chart. Abandons: A count of contacts that disconnected while they waited for service at the queue. % Abandons: The percentage of contacts that disconnected while they waited for service at the queue. The calculation for this measure is: (abandons/(accepts + outflows + abandons + dequeues + busies + cancels)) * 100. Queue Outflows Summary This report provides information about contacts that outflow from a queue when a routing application sends the contact to an alternate destination. When a contact sent to multiple queues outflows to a new destination, an Outflow count attributes to the first queue to which the contact was sent. Measures Outflow Destination: The new destination for the outflowed contact. Outflow Type: The type of outflow. Outflows: A count of contacts that outflowed from the queue as a result of a routing process application. This count includes contacts that redirected after being offered to an agent by the queue. 160 Avaya IQ Standard Reports April 2015

161 Queue performance reports If a queue offers a contact to the agent and the contact is subsequently redirected to a routing point before the agent accepts, a redirect count is attributed to both the queue and the routing point that controls the queue. Queue Performance Summary This report provides information about the overall performance of individual queues in a queue group with respect to the cost of service. If you select more than one queue group for this report and then drill to the trend version of this report, the trend report may not display accurate data. Therefore, selection of a single queue group as input to this report is recommended. You can use this report to compare queues in a queue group with respect to contact work loads and overall service efficiency. Measures Source: The communication application that received the contacts included in the report. Arrivals: A count of contacts that arrived at the queue. Different kinds of events can cause the Arrivals count for a routing point or queue to be unequal to the counts obtained for several closely related measures. Dequeues: A count of contacts that were withdrawn from the queue when the contact was delivered to an agent for an alternate queue. Accepts: A count of contacts that were accepted by the agent. Handles: A count of contacts that have completed at the agent, including wrap-up work. Significant difference between the Accepts count and the handles counts can occur. Wrap-ups: A count of contacts that included wrap-up work. Avg. Active Dur: The average amount of time that the agent spent in a state of active communication with contacts. The calculation for this measure is: total active duration/handles. Avg. In Focus Hold Dur: The average amount of time that the agent held the contact and was not engaged with another contact. This measure is attributed when the contact is disconnected at the agent. If the agent does not change focus to a new contact during a hold, the Avaya IQ reporting model assumes that the agent continues to work on the contact during the hold. Therefore, In Focus Hold Dur. time is included in the total handle time for a contact. Avg. Wrap-up Dur: The average amount of time that the agent spent in wrap-up state for contacts. The calculation for this measure is: total wrap-up duration/wrap-ups. April 2015 Avaya IQ Standard Reports 161

162 Standard historical reports Queue Performance Trend This report provides information about the overall performance of a specific queue with respect to cost of service. You can use this report to examine how contact work loads and contact handling efficiency vary as a function of time. This report includes a trend chart that displays counts for Arrivals and Handles as a function of time. You are prompted to specify a time grain that determines how data is distributed in the trend chart and report rows. The first time interval, the last time interval, or both, may represent less time than other report intervals. You are also prompted to select a source communication system that delivered contacts to the queue. Measures Handles: A count of contacts that have completed at the agent, including wrap-up work. This measure is displayed only in the trend chart. Arrivals: A count of contacts that arrived at the queue. Different kinds of events can cause the Arrivals count for a routing point or queue to be unequal to the counts obtained for several closely related measures. Dequeues: A count of contacts that were withdrawn from the queue when the contact was delivered to an agent for an alternate queue. Accepts: A count of contacts that were accepted by the agent. Tip: Any difference between the Accepts count and the handles count indicates the number of contacts that remained at agents at the time data was summarized. Wrap-ups: A count of contacts that included wrap-up work. Avg. Active Dur: The average amount of time that the agent spent in a state of active communication with contacts. The calculation for this measure is: total active duration/handles. Avg. In Focus Hold Dur: The average amount of time that the agent held the contact and was not engaged with another contact. This measure is attributed when the contact is disconnected at the agent. If the agent does not change focus to a new contact during a hold, the Avaya IQ reporting model assumes that the agent continues to work on the contact during the hold. Therefore, In Focus Hold Dur. time is included in the total handle time for a contact. Avg. Wrap-up Dur: The average amount of time that the agent spent in wrap-up state for contacts. The calculation for this measure is: total wrap-up duration/wrap-ups. 162 Avaya IQ Standard Reports April 2015

163 Queue performance reports Queue Service Level Summary This report provides information about the performance of queues in a specific queue group with respect to the customer experience. If you select more than one queue group for this report, the report may not display accurate data. Therefore, selection of a single queue group as input to this report is recommended. You can use this report to compare queues in a queue group with respect to compliance with service level goals, or to compare queues with respect to other measures that may be correlated to service level compliance, such as abandon rates and wait durations. Important: If a Communication Manager routing point queues a contact and then uses a converse-on vector command to send the contact to an IVR, special considerations apply to service level calculations. Measures Source: The communication application that received the contacts included in the report. Target %: The service target for the percentage of contacts that arrive at the queue and receive service within the amount of time specified by Target Seconds. Target Seconds: The service level target for the maximum amount of time that a contact waits for service after arrival at the queue. % in Service Level: The percentage of contacts whose wait duration at the queue was less than or equal to Target Seconds. The calculation for this measure is: (acceptable contacts/(outflows + dequeues + abandons + busies + cancels + accepts)) * 100. If an administrator has changed the specified Target Seconds since the beginning of the current sliding time window or start of day, the most recent setting is used to calculate % in Service Level. Arrivals: A count of contacts that arrived at the queue. Different kinds of events can cause the Arrivals count for a routing point or queue to be unequal to the counts obtained for several closely related measures. Abandons: A count of contacts that disconnected while they waited for service at the queue. % Abandons: The percentage of contacts that disconnected while they waited for service at the queue. The calculation for this measure is: (abandons/(accepts + outflows + abandons + dequeues + busies + cancels)) * 100. Outflows: A count of contacts that outflowed from the queue as a result of a routing process application. This count includes contacts that redirect after being offered to an agent. April 2015 Avaya IQ Standard Reports 163

164 Standard historical reports Avg. Abandon Dur: The average amount of time that contacts waited at the queue without service before they disconnected. The calculation for this measure is: total abandon duration/abandons. Avg. Wait Dur: The average amount of time that a contact spent waiting at the queue and alerting at the agent. The calculation for this measure is: total wait duration/outflows + dequeues + abandons + busies + cancels + accepts. Max. Wait Dur: The maximum amount of time that a contact spent waiting at the queue and alerting at the agent. Avg. Hold Dur: The average amount of time that the agent held contacts. The calculation for this measure is: total hold duration/held contacts. Interrupt Deliveries: The count of the interrupt calls delivered by the queue to the agent when the agent was in an aux. state that was interruptible. Additional information The service level administered for a queue may have changed during the report time period. When this happens, the report displays split rows for the queue. Each split row corresponds to the service level that was in effect when the contacts delivered to the queue received service, abandoned, outflowed, dequeued, received treatment from the system, or were cancelled by the system. The calculations applied to contacts in each of the split rows is adjusted to account for the service level in effect when the final disposition of the contacts at the queue was recorded. Queue Service Level Trend This report provides information about the performance of a specific queue with respect to customer experience. You can use this report to examine how service level compliance for a queue varies as a function of time, or to examine how other measures related to service level compliance, such as abandon rates and wait durations, vary as a function of time. The first time interval, the last time interval, or both, may represent less time than other report intervals. This report includes a trend chart that displays Target % and % in Service Level as a function of time. You are prompted to specify a time grain that determines how data is distributed in the trend chart and report rows. Important: If a Communication Manager routing point queues contacts and then uses a converse-on vector command to send the contact to an IVR, special considerations apply to service level calculations. Measures Source: The communication application that received the contacts included in the report. Target %: The service target for the percentage of contacts that arrive at the queue and receive service within the amount of time specified by Target Seconds. 164 Avaya IQ Standard Reports April 2015

165 Queue performance reports Target Seconds: The service level target for the maximum amount of time that a contact waits for service after arrival at the queue. % in Service Level: The percentage of contacts whose wait duration at the queue was less than or equal to Target Seconds. The calculation for this measure is: (acceptable contacts/(outflows + dequeues + abandons + busies + cancels + accepts)) * 100. If an administrator has changed the specified Target Seconds since the beginning of the current sliding time window or start of day, the most recent setting is used to calculate % in Service Level. Arrivals: A count of contacts that arrived at the queue. Different kinds of events can cause the Arrivals count for a routing point or queue to be unequal to the counts obtained for several closely related measures. Abandons: A count of contacts that disconnected while they waited for service at the queue. % Abandons: The percentage of contacts that disconnected while they waited for service at the queue. The calculation for this measure is: (abandons/(accepts + outflows + abandons + dequeues + busies + cancels)) * 100. Outflows: A count of contacts that outflowed from the queue as a result of a routing process application. This count includes contacts that redirect after being offered to an agent. Avg. Abandon Dur: The average amount of time that contacts waited for service at the queue before they disconnected. The calculation for this measure is: total abandon duration/ abandons. Avg. Wait Dur: The average amount of time that a contact spent waiting at the queue and alerting at the agent. The calculation for this measure is: total wait duration/outflows + dequeues + abandons + busies + cancels + accepts. Max. Wait Dur: The maximum amount of time that a contact spent waiting at the queue and alerting at the agent. Avg. Hold Dur: The average amount of time that the agent held contacts. The calculation for this measure is: total hold duration/held contacts. Interrupt Deliveries: The count of the interrupt calls delivered by the queue to the agent when the agent was in an aux. state that was interruptible. Additional information The service level administered for a queue may have changed during the specified report period. When the service level for a queue changes within a time grain interval, the report displays split rows for that interval. Each of the split row corresponds to the service level in effect when contacts delivered to the queue received service, abandoned, outflowed, dequeued, received a busy response from the system or were cancelled by the system. The service calculations applied to the contacts are adjusted to account for the service level in effect when the final disposition of the contacts at the queue was recorded. April 2015 Avaya IQ Standard Reports 165

166 Standard historical reports The time axis displayed in the trend chart repeats the coordinates for time intervals in which service level changes occurred. The data points associated with the repeated interval coordinates reflect the service level that was in effect when the contact waiting period ended at the queue. Queue Preferred Skill Level Summary The Queue Preferred Skill Level Summary report displays the number of contacts in comparison between contacts that were delivered in agent surplus and contact surplus condition. While in agent surplus condition, the percentage of calls handled are included in preferred and non-preferred skill levels within a specified duration. Contacts delivered when there was at least one agent available are counted as Agent Surplus. Contacts delivered when no agent was available and the contact had to wait in queue before being serviced are counted as Contact Surplus. Contact center managers can use the Communication Manager Preferred Skill Level feature to request that a particular skill level or set of skill levels be used if possible in an agent-surplus situation. This means that if there is a choice of agents for the call, the agent with the preferred skill level will receive the call rather than other agents with a skill level that is not preferred. Measures Handles: A count of contacts that have completed at the agent, including wrap-up work. This measure is attributed according to the following rules: - The contact disconnects at the agent and wrap-up work is not required. - The contact disconnects at the agent and the agent finishes wrap-up work. - The agent previews an outbound contact in Managed Contact mode on Avaya Proactive Contact and the agent either rejects or accepts the contact. If the agent accepts the contact it must be completed including wrap-up before it is counted as a Handles. The agent initiates and subsequently terminates an outbound contact while the contact is alerting. % Agent Surplus: The percentage of the contacts that arrived at the queue when one or more agents were available and delivered immediately. The calculation for this measure is: (contacts delivered to agents while in agent surplus / total contacts delivered) * 100. % Contact Surplus: The percentage of the contacts that arrived at the queue and had to wait because no agent was available; but were delivered to an agent after waiting. The calculation for this measure is: (contacts delivered to agents while in contact surplus / total contacts delivered) * 100 Agent Surplus, Preferred Skill Level: The count of contacts that arrived at the queue using the Communication Manager Preferred Skill Level feature and one or more agents with the required skill level were available and the contact was delivered to one of these agents. Agent Surplus, Non Preferred Skill Level: The count of contacts that arrived at the queue using the Preferred Skill Level feature with one or more agents available, but none of the available 166 Avaya IQ Standard Reports April 2015

167 Queue performance reports agents have the preferred skill level. Therefore the contact was delivered to an agent without the preferred skill level. % Agent Surplus, Preferred Skill Level: The percentage of contacts that arrived at the queue using the Preferred Skill Level feature when one or more agents with the required skill levels were available and the contact was delivered to the appropriate agent. The calculation for this measure is: [(Agent Surplus, Preferred Skill Level)/ (Agent Surplus, Preferred Skill Level + Agent Surplus, Non Preferred Skill Level)] *100 % Agent Surplus, Non Preferred Skill Level: The percentage of contacts that arrived at the queue when no agents of the required skill set was available and the contact was not delivered to the agent. The calculation for this measure is: [(Agent Surplus, Non Preferred Skill Level)/ (Agent Surplus, Preferred Skill Level + Agent Surplus, Non Preferred Skill Level)] *100 Contact Surplus - The count of the contacts that arrived at the queue when no agents were available and the contact had to queue and wait for an agent. Agent Surplus - The count of the contacts that arrived at the queue when one or more agents were available and delivered immediately. Queue Service Level Relative to Target Trend This report provides information about the performance of queues in a specific queue group with respect to the customer experience. Measures in this report are partitioned according to the source communication systems that received the contacts. Business and operations managers who are responsible for meeting service level commitments can use this report to compare achieved service levels to service level goals, and to examine how the relationship between the two items varies over time. You are prompted to specify a time grain that determines how data is distributed in the report rows. The first time interval, the last time interval, or both, may represent less time than other report intervals. Measures Deviation of Service Level from Target %: The difference between the administered target service level and the actual service level that was achieved. The calculation for this measure is: % in Service Level - Target %. Queue Abandon Duration Profile Summary Customers abandon calls because they experience long wait durations, they anticipate long wait durations, or because they think they have been placed in the wrong queue. In the latter two cases, customers will usually abandon quickly. By looking at the distribution of abandon durations, contact April 2015 Avaya IQ Standard Reports 167

168 Standard historical reports center managers can determine what kinds of abandons are occurring and how long they typically take. The Queue Abandon Duration Profile Summary report displays a count of the abandoned calls for each queue within a queue group. The total count of abandoned calls is further broken down into multiple abandon duration intervals. These abandon duration intervals are calculated in seconds and can be customized using the report designer. You can use this report to understand your customer's willingness to wait for service. You can select multiple queue groups in this report to compare the call abandoned data across queues in different groups, but it is more likely that you will report on a single queue group at a time. This report helps you to answer the following questions: How long will customers wait before abandoning the call? Are some customers abandoning because they have been informed of a long expected wait time or because they have been routed to the wrong queue? Which queue had the largest number of abandoned calls? You can drill down for a particular queue to view abandon duration trends. Also, using the report designer, you can create custom versions of this report that display the characteristics of other duration measures like Active Dur. or Wrap-up Dur. Measures Source: The communication application that received the contacts included in the report. Abandons: A count of contacts that disconnected while waiting for service at the queue. Queue Abandon Duration Profile Trend The Queue Abandon Duration Profile Trend report displays the count of calls abandoned by customers for a queue and for a specified time interval such as hour, day, week, and month. The report focuses on a single queue and helps you to understand the pattern of customer abandons over time. For example, you can determine whether customers tend to abandon calls more quickly early or late in the day, early or late in the week, or more on Mondays rather than on Wednesdays. You can select the interval size as the Time Grain on the input page. Analysis of these trends can help you answer the following questions: Which time interval had the maximum number of abandoned calls? Should I staff my contact center differently at different times of day or different days of the week? Using the report designer, you can create custom versions of this report that display the characteristics of other duration measures like Active Dur. or Wrap-up Dur. Measures Abandons: A count of contacts that disconnected while they waited for service at the queue. 168 Avaya IQ Standard Reports April 2015

169 Queue performance reports Queue Duration to Accept Profile Summary The Queue Duration to Accept Profile Summary report displays a count of the accepted calls for each queue within a queue group. The total count of accepted calls is further broken down into multiple wait duration intervals. These wait duration intervals are calculated in seconds and can be customized using the report designer. You can use this report to determine the number of calls accepted within specified wait duration intervals. You can select multiple queue groups in this report to compare the call accepted data across queues in different groups, but it is more likely, that you will report on a single queue group at a time. This report helps you to answer the following questions: Are agents generally accepting calls within the service level target or are the agents in danger of not achieving expected service levels? Are wait times uniformly distributed or do they tend to group into a couple of categories? If you change the service level targets on the switch or change your staffing, you can use this report to determine whether you have affected wait times in the way you expected using this report. You can drill down for a particular queue to view the accept duration trends. Also, using the report designer, you can create custom versions of this report that display the characteristics of other duration measures like Active Dur. or Wrap-up Dur. Measures Source: The communication application that received the contacts included in the report. Accepts: A count of contacts that were accepted by the agent. Queue Duration to Accept Profile Trend The Queue Duration to Accept Profile Trend report displays the count of calls accepted for a queue and for a specified time interval such as hour, day, week, and month. The report focuses on a single queue and helps you understand the pattern of the call acceptance over time. For example, you can determine whether acceptance occurs more quickly early or late in the day, early or late in the week, or more quickly on Mondays than Wednesdays. You can select the time intervals from the Time Grain option. Analysis of these trends can help you answer the following questions: Which time interval had the worst accept duration values? Are accept durations distributed the same throughout the day or does contact center behavior change as a function of time? Are there specific time intervals or days where the contact center is over staffed or under staffed? Using the report designer, you can create custom versions of this report that display the characteristics of other duration measures like Active Dur. or Wrap-up Dur. April 2015 Avaya IQ Standard Reports 169

170 Standard historical reports Measures Accepts: A count of contacts that were accepted by the agent. Routing point performance reports Avaya IQ historical reports provide information about contact center performance from the perspective of routing points. These reports can be used to see how efficiently contacts are managed, and to compare the contact service measurements for routing points with the service goals for the business. Routing Point Group Performance Summary This report provides summary information about one or more routing point groups. Business and operations managers who are responsible for the cost of customer service can use this report to compare routing point groups with respect to contact handling efficiency and to examine how contact work loads are distributed among routing point groups. Important: Most measures associated with routing points like Avg. Wait Dur. and Handles are meaningful only for routing points that deliver contacts directly to agents. A few measures like Arrivals are associated with any kind of routing point. If you report on routing points that only route contacts to other routing points for further processing and final delivery, these reports will not contain any data for delivery and contact handling measures. Measures Avg. Wait Dur: The average amount of time that a contact spent waiting in routing processes, waiting at the queue and alerting at the agent. The calculation for this measure is: total wait duration/outflows + abandons + busies + cancels + accepts. Max. Wait Dur: The maximum amount of time that a contact spent waiting in routing processes, waiting at the queue and alerting at the agent. Avg. Active Dur: The average amount of time that the agent spent in a state of active communication with contacts. The calculation for this measure is: total active duration/handles. Avg. Wrap-up Dur: The average amount of time that the agent spent in wrap-up state for contacts. The calculation for this measure is: total wrap-up duration/wrap-ups. Arrivals: A count of contacts that arrived at the routing point. Different kinds of events can cause the Arrivals count for a routing point or queue to be unequal to the counts obtained for several closely related measures. Handles: A count of contacts that have completed at the agent, including wrap-up work. 170 Avaya IQ Standard Reports April 2015

171 Routing point performance reports Abandons: A count of contacts that disconnected while they waited for service in routing processes or waited at the queue. % Abandons: The percentage of contacts that disconnected while they waited in routing processes or waited at the queue. The calculation for this measure is: (abandons/(accepts + outflows + abandons + busies + cancels)) * 100. Routing Point Group Performance Trend This report provides summary information about a specific routing point group. Business and operations managers who are responsible for the cost of customer service can use this report to examine how contact work loads and contact handling efficiency vary as a function of time. This report includes a trend chart that displays counts for Arrivals and Handles as a function of time. You are prompted to specify a time grain that determines how data is distributed in the trend chart and report rows. The first time interval, the last time interval, or both, may represent less time than other report intervals. Important: Most measures associated with routing points like Avg. Wait Dur. and Handles are meaningful only for routing points that deliver contacts directly to agents. A few measures like Arrivals are associated with any kind of routing point. If you report on routing points that only route contacts to other routing points for further processing and final delivery, these reports will not contain any data for delivery and contact handling measures. Measures Avg. Wait Dur: The average amount of time that a contact spent waiting in routing processes, waiting at the queue and alerting at the agent. The calculation for this measure is: total wait duration/outflows + abandons + busies + cancels + accepts. Max. Wait Dur: The maximum amount of time that a contact spent waiting in routing processes, waiting at the queue and alerting at the agent. Avg. Active Dur: The average amount of time that the agent spent in a state of active communication with contacts. The calculation for this measure is: total active duration/handles. Avg. Wrap-up Dur: The average amount of time that the agent spent in wrap-up state for contacts. This measure does not consider wrap-up time that occurs when the agent manually enters wrap-up state without an associated contact. The calculation for this measure is: total wrap-up duration/wrap-ups. Arrivals: A count of contacts that arrived at the routing point. April 2015 Avaya IQ Standard Reports 171

172 Standard historical reports Different kinds of events can cause the Arrivals count for a routing point or queue to be unequal to the counts obtained for several closely related measures. Handles: A count of contacts that have completed at the agent, including wrap-up work. This measure is displayed only in the trend chart. Abandons: A count of contacts that disconnected while they waited for service in routing processes or waited at the queue. % Abandons: The percentage of contacts that disconnected while they waited in routing processes or waited at the queue. The calculation for this measure is: (abandons/(accepts + outflows + abandons + busies + cancels)) * 100. Routing Point Outflows Summary This report provides information about contacts that outflow from a routing point when a routing application sends the contact to an alternate destination. Important: Most measures associated with routing points like Avg. Wait Dur. and Handles are meaningful only for routing points that deliver contacts directly to agents. A few measures like Arrivals are associated with any kind of routing point. If you report on routing points that only route contacts to other routing points for further processing and final delivery, these reports will not contain any data for delivery and contact handling measures. Measures Outflow Destination: The new destination for the outflowed contact. Outflow Type: The type of outflow. Outflows: A count of contacts that outflowed from the routing point as a result of a routing process application. The count includes outflows that occur while contacts are in routing processes, waiting in queue or alerting at the agent. Routing Point Inflows Summary This report provides information about the contacts that arrive at the selected routing point within the specified time period and how the contacts were handled. The contact inflows are displayed graphically while the contact handling details are displayed in a table. You can click the routing point name to view the routing point performance trend report of the selected routing point. Intelligent call routing is used to show the distribution of contacts to various sites. To use this report in this manner, you must put all routing points to which an intelligent call routing application routes in a single routing point group. The pie shows the distribution of contacts to the various sites. This report can also be used with best services routing. 172 Avaya IQ Standard Reports April 2015

173 Routing point performance reports Measures Routing point: The column displays routing points handling contacts for the selected routing point group. Source: The communication application that received the contacts included in the report. Arrivals: A count of contacts that have arrived at the routing point since the start of the specified time period. Avg. Net. In Dur.: The average amount of time that the contact spent in routing point on another Communication Manager in the network. This is a cumulative duration if the contact passes through multiple routing points in the network. (This is calculated as Net. In Dur./ Inflows) Inflows: The number of contacts routed through the routing point. Avg. Wait Dur.: The average amount of time that a contact spent waiting in routing process, waiting at the queue and alerting at the agent. Avg Handle Dur.: The average amount of time agent spent handling each incoming contact before delivering it to the appropriate queue. Routing Point Performance Summary This report provides information about the overall performance of individual routing points in a routing point group. Business and operations managers who are responsible for the cost of customer service can use this report to compare routing points in a routing point group with respect to contact work loads and overall service efficiency. If you select more than one routing point group for this report and then drill to the trend version of this report, the trend report may not display accurate data. Therefore, selection of a single routing point group as input to this report is recommended. Important: Most measures associated with routing points like Avg. Wait Dur. and Handles are meaningful only for routing points that deliver contacts directly to agents. A few measures like Arrivals are associated with any kind of routing point. If you report on routing points that only route contacts to other routing points for further processing and final delivery, these reports will not contain any data for delivery and contact handling measures. Measures Source: The communication application that received the contacts included in the report. Arrivals: A count of contacts that arrived at the routing point. Different kinds of events can cause the Arrivals count for a routing point or queue to be unequal to the counts obtained for several closely related measures. Accepts: A count of contacts that were accepted by the agent. April 2015 Avaya IQ Standard Reports 173

174 Standard historical reports Handles: A count of contacts that have completed at the agent, including wrap-up work. Tip: Any difference between the Accepts count and the handles count indicates the number of contacts that remained at agents at the time the report was generated. Wrap-ups: A count of contacts that included wrap-up work. Avg. Active Dur: The average amount of time that the agent spent in a state of active communication with contacts. The calculation for this measure is: total active duration/handles. Avg. In Focus Hold Dur: The average amount of time that the agent held the contact and was not engaged with another contact. This measure is attributed when the contact is disconnected at the agent. If the agent does not change focus to a new contact during a hold, the Avaya IQ reporting model assumes that the agent continues to work on the contact during the hold. Therefore, In Focus Hold Dur. time is included in the total handle time for a contact. Avg. Wrap-up Dur: The average amount of time that the agent spent in wrap-up state for contacts. The calculation for this measure is: total wrap-up duration/wrap-ups. Routing Point Performance Trend This report provides information about the overall performance of a specific routing point with respect to cost of service. Business and operations managers who are responsible for the cost of customer service can use this report to evaluate a routing point with respect to contact work loads and overall service efficiency, and to examine how work load and contact handling efficiency vary as a function of time. This report includes a trend chart that displays counts for Arrivals and Handles as a function of time. You are prompted to specify a time grain that determines how data is distributed over time in the trend chart and report rows. The first time interval, the last time interval, or both, may represent less time than other report intervals. You are also prompted to select a source communication system that delivered contacts to the routing point. Measures Handles: A count of contacts completed at the agent, including wrap-up work. This measure is displayed only in the report trend chart. Arrivals: A count of contacts that arrived at the routing point. Different kinds of events can cause the Arrivals count for a routing point or queue to be unequal to the counts obtained for several closely related measures. Accepts: A count of contacts that were accepted by the agent. 174 Avaya IQ Standard Reports April 2015

175 Routing point performance reports Interactions: A count of contacts that disconnected at the agent after active communication. Tip: Any difference between the Accepts count and the Interactions count indicates the number of contacts that remained at agents at the time the report was generated. Wrap-ups: A count of contacts that included wrap-up work. Avg. Active Dur: The average amount of time that the agent spent in a state of active communication with contacts. The calculation for this measure is: total active duration/interactions. Avg. In Focus Hold Dur: The average amount of time that the agent held the contact and was not engaged with another contact. This measure is attributed when the contact is disconnected at the agent. If the agent does not change focus to a new contact during a hold, the Avaya IQ reporting model assumes that the agent continues to work on the contact during the hold. Therefore, In Focus Hold Dur. time is included in the total handle time for a contact. Avg. Wrap-up Dur: The average amount of time that the agent spent in wrap-up state for contacts. The calculation for this measure is: total wrap-up duration/wrap-ups. Routing Point Service Level Summary This report provides information about the performance of routing points in a specific routing point group with respect to the customer experience. Business and operations managers who are responsible for meeting service level commitments or who allocate agent resources can use this report to compare routing points in a routing point group with respect to compliance with service level goals, or to compare routing points with respect to other measures that may be correlated to service level compliance, such as abandon rates and wait durations. If you select more than one routing point group for this report and then drill to the trend version of this report, the trend report may not display accurate data. Therefore, selection of a single routing point group as input to this report is recommended. Important: Most measures associated with routing points like Avg. Wait Dur. and Handles are meaningful only for routing points that deliver contacts directly to agents. A few measures like Arrivals are associated with any kind of routing point. If you report on routing points that only route contacts to other routing points for further processing and final delivery, these reports will not contain any data for delivery and contact handling measures. Measures Source: The communication application that received the contacts included in the report. Target %: The service target for the percentage of contacts that arrive at the routing point and receive service within the amount of time specified by Target Seconds. Target Seconds: The service level target for the maximum amount of time that a contact waits for service after arrival at the routing point. April 2015 Avaya IQ Standard Reports 175

176 Standard historical reports % in Service Level: The percentage of contacts whose wait duration at the routing point was less than or equal to Target Seconds. The calculation for this measure is: (acceptable contacts/(outflows + abandons + busies + cancels + accepts)) * 100. If an administrator has changed the specified Target Seconds since the beginning of the current sliding time window or start of day, the most recent setting is used to calculate % in Service Level. Arrivals: A count of contacts that arrived at the routing point. Different kinds of events can cause the Arrivals count for a routing point or queue to be unequal to the counts obtained for several closely related measures. Abandons: A count of contacts that disconnected while they waited for service in routing processes or waited at the queue. % Abandons: The percentage of contacts that disconnected while they waited in routing processes or waited at the queue. The calculation for this measure is: (abandons/(accepts + outflows + abandons + busies + cancels)) * 100. Busies: A count of contacts that received a busy response from the system after they arrived at the routing point. Cancels: A count of contacts that were disconnected by the system after they arrived at the routing point. Outflows: A count of contacts that outflowed from the routing point as a result of a routing process application. The count includes outflows that occur while contacts are in routing processes, waiting in queue or alerting at the agent. Avg. Abandon Dur: The average amount of time that contacts waited in routing processes and waited at the queue before they disconnected. The calculation for this measure is: total abandon duration/abandons. Avg. Wait Dur: The average amount of time that a contact spent waiting in routing processes, waiting at the queue and alerting at the agent. The calculation for this measure is: total wait duration/outflows + abandons + busies + cancels + accepts. Max. Wait Dur: The maximum amount of time that a contact spent waiting in routing processes, waiting at the queue and alerting at the agent. Avg. Hold Dur: The average amount of time that the agent held contacts. The calculation for this measure is: total hold duration/held contacts. Additional information The service level administered for a routing point may have changed during the report time period. When this happens, the report displays split rows for the routing point. Each of the split rows corresponds to the service level that was in effect when the contacts delivered to the routing point received service, abandoned, outflowed, received a busy response from the system, or were cancelled by the system. The calculations applied to contacts in each of the split rows are adjusted to account for the service level in effect when the disposition of the contacts at the routing point was recorded. 176 Avaya IQ Standard Reports April 2015

177 Routing point performance reports Routing Point Service Level Trend This report provides information about the performance of a specific routing point with respect to the customer experience. Business and operations managers who are responsible for meeting service level commitments can use this report to examine how service level compliance varies as a function of time, or to examine how other measures related to service level compliance, such as abandon rates and wait durations, vary as a function of time. This report includes a trend chart that displays Target % and Service Level as a function of time. You are prompted to specify a time grain that determines how data is distributed in the trend chart and report rows. The first time interval, the last time interval, or both, may represent less time than other report intervals. Important: Most measures associated with routing points like Avg. Wait Dur. and Handles are meaningful only for routing points that deliver contacts directly to agents. A few measures like Arrivals are associated with any kind of routing point. If you report on routing points that only route contacts to other routing points for further processing and final delivery, these reports will not contain any data for delivery and contact handling measures. Measures Source: The communication application that received the contacts included in the report. Target %: The service target for the percentage of contacts that arrive at the routing point and receive service within the amount of time specified by Target Seconds. Target Seconds: The service level target for the maximum amount of time that a contact waits for service after arrival at the routing point. % in Service Level: The percentage of contacts whose wait duration at the routing point was less than or equal to Target Seconds. The calculation for this measure is: (acceptable contacts/(outflows + abandons + busies + cancels + accepts)) * 100. If an administrator has changed the specified Target Seconds since the beginning of the current sliding time window or start of day, the most recent setting is used to calculate % in Service Level. Arrivals: A count of contacts that arrived at the routing point. Different kinds of events can cause the Arrivals count for a routing point or queue to be unequal to the counts obtained for several closely related measures. Abandons: A count of contacts that disconnected while they waited for service in routing processes or waited at the queue. April 2015 Avaya IQ Standard Reports 177

178 Standard historical reports % Abandons: The percentage of contacts that disconnected while they waited in routing processes or waited at the queue. The calculation for this measure is: (abandons/(accepts + outflows + abandons + busies + cancels)) * 100. Busies: A count of contacts that received a busy response from the system after they arrived at the routing point. Cancels: A count of contacts that were disconnected by the system after they arrived at the routing point. Outflows: A count of contacts that outflowed from the routing point as a result of a routing process application. The count includes outflows that occur while contacts are in routing processes, waiting in queue or alerting at the agent. Avg. Abandon Dur: The average amount of time that contacts waited in routing processes and waited at the queue before they disconnected. The calculation for this measure is: total abandon duration/abandons. Avg. Wait Dur: The average amount of time that a contact spent waiting in routing processes, waiting at the queue and alerting at the agent. The calculation for this measure is: total wait duration/outflows + abandons + busies + cancels + accepts. Max. Wait Dur: The maximum amount of time that a contact spent waiting in routing processes, waiting at the queue and alerting at the agent. Avg. Hold Dur: The average amount of time that the agent held contacts. The calculation for this measure is: total hold duration/held contacts. Additional information The service level administered for a routing point may have changed during the specified report period. When the service level for a routing point changes within a time grain interval, the report displays split rows for that interval. Each of the split rows corresponds to the service level in effect when contacts at the routing point received service, abandoned, outflowed, received a busy response from the system or were cancelled by the system. The service calculations applied to the contacts are adjusted to account for the service level in effect when the final disposition of the contacts at the routing point were recorded. The time axis displayed in the trend chart repeats the coordinates for any time intervals in which service level changes occurred. The data points associated with the repeated interval coordinates reflect the service level that was in effect when the final disposition of contacts at the routing point was recorded. Routing Point Service Level Relative to Target Trend This report provides information about the performance of routing points in a specific routing point group with respect to the customer experience. Measures in this report are also partitioned according to the source communication systems that received the contacts. Business and operations managers who are responsible for meeting service level commitments can use this report to compare achieved service levels to service level goals, and to examine how the relationship between the two items varies over time. 178 Avaya IQ Standard Reports April 2015

179 Routing point performance reports Important: Most measures associated with routing points like Avg. Wait Dur. and Handles are meaningful only for routing points that deliver contacts directly to agents. A few measures like Arrivals are associated with any kind of routing point. If you report on routing points that only route contacts to other routing points for further processing and final delivery, these reports will not contain any data for delivery and contact handling measures. Measures Deviation of Service Level from Target %: The difference between the administered target service level and the actual service level that was achieved. The calculation for this measure is: % in Service Level - Target %. Routing Point Abandon Duration Profile Summary Customers abandon calls because they experience long wait durations, they anticipate long wait durations, or because they think their call has been routed improperly. In the last two cases, customers will usually abandon quickly. By looking at the distribution of abandon durations, contact center managers can determine what kinds of abandons are occurring and how long they typically take. The Routing Point Abandon Duration Profile Summary report displays a count of the abandoned calls for each routing point within a routing point group. The total count of abandoned calls is further broken down into multiple abandon duration intervals. These abandon duration intervals are calculated in seconds and can be customized using the report designer. You can use this report to understand your customer s abandoned contact behavior. You can select multiple routing point groups in this report to compare the abandoned call data across routing points in different groups, but it is more likely that you will report on a single routing point group at a time. This report helps you to answer the following questions: How long will customers wait before abandoning the call? Are some customers abandoning because they have been informed of a long expected wait time or because their call has been routed using the wrong logic? Which routing point had the largest number of abandoned calls? You can drill down for a particular routing point to view abandon duration trends. Also, using the report designer, you can create custom versions of this report that display the characteristics of other duration measures like Active Dur. or Wrap-up Dur. Measures Source: The communication application that received the contacts included in the report. Abandons: A count of contacts that disconnected while waiting for service in routing processes, waiting at the queue or alerting at the agent. April 2015 Avaya IQ Standard Reports 179

180 Standard historical reports Routing Point Abandon Duration Profile Trend The Routing Point Abandon Duration Profile Trend report displays the count of calls abandoned by customers for a routing point and for a specified time interval such as hour, day, week, and month. The report focuses on a single routing point and helps you to understand the pattern of customer abandons over time. For example, you can determine whether customers tend to abandon calls more quickly early or late in the day, early or late in the week, or more on Mondays rather than on Wednesdays. You can select the interval size as the Time Grain on the input page. Analysis of these trends can help you answer the following questions: Contact center managers can use this report to examine the behavior of the measure throughout the defined time interval to understand the central tendency of the data. Analysis of central tendency of data provides more accurate results than analysis of simple average and hence aids proper decision making which can lead to building customer loyalty. Which time interval had the maximum number of abandoned calls? Should I staff my contact center differently at different times of day or different days of the week? Using the report designer, you can create custom versions of this report that display the characteristics of other duration measures like Active Dur. or Wrap-up Dur. Measure Abandons: A count of contacts that disconnected while waiting for service in routing processes, waiting at the queue or alerting at the agent. Routing Point Duration to Accept Profile Summary The Routing Point Duration to Accept Profile Summary report displays a count of the accepted contacts for each routing point within a routing point group. The total count of accepted calls is further broken down into multiple wait duration intervals. These wait duration intervals are calculated in seconds and can be customized using the report designer. You can use this report to determine the number of calls accepted within specified wait duration intervals. You can select multiple routing point groups in this report to compare the call accepted data across routing points in different groups, but it is more likely, that you will report on a single routing point group at a time. This report helps you to answer the following questions: Are agents generally accepting calls within the service level target or are the agents in danger of not achieving expected service levels? Are wait times uniformly distributed or do they tend to group into a couple of categories? If you change the service level targets on the switch or change your staffing, you can use this report to determine whether you have affected wait times in the way you expected using this report. 180 Avaya IQ Standard Reports April 2015

181 Results reports You can drill down for a particular routing point to view the accept duration trends. Also, using the report designer, you can create custom versions of this report that display the characteristics of other duration measures like Active Dur. or Wrap-up Dur. Measures Source: The communication application that received the contacts included in the report. Accepts: A count of contacts that were accepted by the agent. Routing Point Duration to Accept Profile Trend The Routing Point Duration to Accept Profile Trend report displays the count of calls accepted for a routing point and for a specified time interval such as hour, day, week, and month. The report focuses on a single routing point and helps you understand the pattern of the call acceptance over time. For example, you can determine whether acceptance occurs more quickly early or late in the day, early or late in the week, or more quickly on Mondays than Wednesdays. You can select the time intervals from the Time Grain option. Analysis of these trends can help you answer the following questions: Which time interval had the worst accept duration values? Are accept durations distributed the same throughout the day or does contact center behavior change as a function of time? Are there specific time intervals or days where the contact center is over staffed or under staffed? Using the report designer, you can create custom versions of this report that display the characteristics of other duration measures like Active Dur. or Wrap-up Dur. Measures Accepts: A count of contacts that were accepted by the agent Results reports These historical reports provide information about the results that are assigned to contacts. Agent Results by Queue Summary This report provides information about the contact results achieved by agents with respect to queues in which they worked during the report period. Measures Avg. Revenue: The average amount of revenue generated from contacts delivered to the agent. The calculation for this measure is: revenue/handles. April 2015 Avaya IQ Standard Reports 181

182 Standard historical reports Agent Results by Routing Point Summary This report provides information about the contact results achieved by agents with respect to the routing points in which they worked during the report period. Measures Avg. Revenue: The amount of revenue generated from contacts delivered to the agent. The calculation for this measure is: revenue/handles. Agent Results Context Summary This report displays information about contact results based on the work role assigned to the agent when the agent handled the contacts. Measures Primary Revenue: The amount of revenue generated from contacts delivered to agents while the agent worked in the Primary role. Backup Revenue: The amount of revenue generated from contacts delivered to agents while the agent worked in the Backup role. Reserve Revenue: The amount of revenue generated from contacts delivered to agents while the agent worked in the Reserve role. Handles: A count of contacts that have completed at the agent, including wrap-up work. % Primary Handles: The percentage of contacts that were delivered to the agent when the agent worked in the Primary role. The calculation for this measure is: (primary handles/ handles) * 100. % Backup Handles: The percentage of contacts that were delivered to the agent when the agent worked in the Backup role. The calculation for this measure is: (backup handles/ handles) * 100. % Reserve Handles: The percentage of contacts that were delivered to the agent when the agent worked in the Reserve role. The calculation for this measure is: (reserve handles/ handles) * 100. Agent Results Context Trend This report displays information about the way that contact results vary over time with respect to the work role assigned to the agent when the agent handled the contacts. The report partitions results and handle measures as a function of time. You are prompted to specify a time grain that determines how data is distributed in the report rows. 182 Avaya IQ Standard Reports April 2015

183 Results reports The first time interval, the last time interval, or both, may represent less time than other report intervals. Primary Revenue: The amount of revenue generated from contacts delivered to agents while the agent worked in the Primary role. Backup Revenue: The amount of revenue generated from contacts delivered to agents while the agent worked in the Backup role. Reserve Revenue: The amount of revenue generated from contacts delivered to agents while the agent worked in the Reserve role. Handles: A count of contacts that have completed at the agent, including wrap-up work. % Primary Handles: The percentage of contacts that were delivered to the agent when the agent worked in the Primary role. The calculation for this measure is: (primary handles/ handles) * 100. % Backup Handles: he percentage of contacts that were delivered to the agent when the agent worked in the Backup role. The calculation for this measure is: (backup handles/ handles) * 100. % Reserve Handles: The percentage of contacts that were delivered to the agent when the agent worked in the Reserve role. The calculation for this measure is: (reserve handles/ handles) * 100. Queue Results Summary This report displays information about contact results according to the queues that distributed the contact work to agents. Measures Source: The communication application that received the contacts. Revenue: The amount of revenue generated from contacts delivered to agents by the specified queue. Avg. Revenue: The average amount of revenue generated from contacts delivered to agents by the specified queue. The calculation for this measure is: revenue/handles. Avg. Quality Score: An average rating of agent performance. This measure is based on qualified handles that had a quality score assigned to them by an observer. The evaluation criteria that contribute to this measure are determined by the enterprise. The calculation for this measure is: quality score/qualified handles. Routing Point Results Summary This report displays information about contact results according to the routing points that distributed the contact work to agents. April 2015 Avaya IQ Standard Reports 183

184 Standard historical reports Important: Most measures associated with routing points like Avg. Wait Dur. and Handles are meaningful only for routing points that deliver contacts directly to agents. A few measures like Arrivals are associated with any kind of routing point. If you report on routing points that only route contacts to other routing points for further processing and final delivery, these reports will not contain any data for delivery and contact handling measures. Measures Source: The communication application that received the contacts. Revenue: The amount of revenue generated from contacts delivered to agents by the specified routing point. Avg. Revenue: The average amount of revenue generated from contacts delivered to agents by the specified routing point. The calculation for this measure is: revenue/handles. Avg. Quality Score: An average rating of agent performance. This measure is based on the qualified handles that had quality scores assigned to them by observers. The evaluation criteria that contribute to this measure are defined by the enterprise. The calculation for this measure is: quality score/qualified handles. Historical dashboard reports These reports display the historical data of the contact center resources, such as agents, queues, routing points, and their respective groups. Unlike real-time reports, these reports do not refresh at regular intervals. Users having required permissions can customize and save these reports to other folders. However, these reports are designed to provide a quick view for contact center resources for the specified time interval. You can use these as reference to evaluate the historical performance of the relevant contact center resource. The dashboard reports are self-explanatory and as such do not display header information that includes the report name, selected inputs, and time zone. Queue % in Service Level This historical dashboard report displays information for queues in a queue group about the proportion of contacts that met or exceeded the target service level. The service level data achieved by each queue during the report time period is displayed by an indicator gauge. The Target % for the service level is also indicated. Measures % in Service Level: The percentage of contacts whose wait duration at the queue was less than or equal to Target Seconds. The calculation for this measure is: (acceptable contacts/(outflows + dequeues + abandons + busies + cancels + accepts)) * Avaya IQ Standard Reports April 2015

185 Historical dashboard reports If an administrator has changed the specified Target Seconds since the beginning of the current sliding time window or start of day, the most recent setting is used to calculate % in Service Level. Target %: The service target for the percentage of contacts that arrive at the queue and receive service within the amount of time specified by Target Seconds. Queue Group Handles by Contact Handling Role (Historical) This historical dashboard report displays information for one or more queue groups about the relative proportion of contacts that were handled by agents assigned to different work roles. For each queue group, the contact handling role data is displayed in a pie chart. The contact handling roles that can be displayed in this report are Primary, Backup and Reserve. Queue Handles by Contact Handling Role (Historical) This historical dashboard report displays information for queues in a queue group about the relative proportion of contacts that were handled by agents assigned to different work roles. For each queue in a queue group, the contact handling role data is displayed in a pie chart. The contact handling roles that can be displayed in this report are Primary, Backup and Reserve. Routing Point % in Service Level This historical dashboard report displays information for routing points in a routing point group about the proportion of contacts that met or exceeded the target service level. The service level achieved by a routing point during the report time period is displayed by an indicator gauge. The Target % for the service level is also indicated. Important: Most measures associated with routing points like Avg. Wait Dur. and Handles are meaningful only for routing points that deliver contacts directly to agents. A few measures like Arrivals are associated with any kind of routing point. If you report on routing points that only route contacts to other routing points for further processing and final delivery, these reports will not contain any data for delivery and contact handling measures. Measures % in Service Level: The percentage of contacts whose wait duration at the routing point was less than or equal to Target Seconds. The calculation for this measure is: (acceptable contacts/(outflows + dequeues + abandons + busies + cancels + accepts)) * 100. April 2015 Avaya IQ Standard Reports 185

186 Standard historical reports If an administrator has changed the specified Target Seconds since the beginning of the current sliding time window or start of day, the most recent setting is used to calculate % in Service Level. Target %: The service target for the percentage of contacts that arrive at the queue and receive service within the amount of time specified by Target Seconds. Routing Point Group Handles by Contact Handling Role This historical dashboard report displays information for one or more routing point groups about the relative proportion of contacts that were handled by agents assigned to different work roles. For each routing point group, the contact handling role data is displayed in a pie chart. The contact handling roles that can be displayed in this report are Primary, Backup and Reserve. Important: Most measures associated with routing points like Avg. Wait Dur. and Handles are meaningful only for routing points that deliver contacts directly to agents. A few measures like Arrivals are associated with any kind of routing point. If you report on routing points that only route contacts to other routing points for further processing and final delivery, these reports will not contain any data for delivery and contact handling measures. Routing Point Handles by Contact Handling Role This historical dashboard report displays information for routing points in a routing point group about the relative proportion of contacts that were handled by agents assigned to different work roles. For each routing point in a routing point group, the contact handling role data is displayed in a pie chart. The contact handling roles that can be displayed in this report are Primary, Backup and Reserve. Important: Most measures associated with routing points like Avg. Wait Dur. and Handles are meaningful only for routing points that deliver contacts directly to agents. A few measures like Arrivals are associated with any kind of routing point. If you report on routing points that only route contacts to other routing points for further processing and final delivery, these reports will not contain any data for delivery and contact handling measures. Historical device reports Avaya IQ displays information about certain types of physical equipment that facilitate communication while a contact is in progress. As a general rule, an exclusive relationship exists between a single contact and a single device at any particular point in time during the life of a 186 Avaya IQ Standard Reports April 2015

187 Historical device reports contact. For example, trunks installed between the private branch exchange (PBX) in a contact center and a public switch telephone network (PSTN) are identified as devices in Avaya IQ reports. Another general property of devices concerns their organization in groups on a communication application. A set of devices that belong to a group are typically administered at the group level in such a way that little individual differences exists among the devices in the group. Avaya IQ device reports are provided for telecommunications administrators who need information about traffic volume and device service. Avaya IQ also provides real-time device reporting capabilities. Device Group Performance Summary This report provides information for telecommunications administrators about contact traffic volume and the amount of time that devices were out of service. This report includes measures that are based on summarized interval data. Report users who use interval data need to understand special considerations associated with this type of data. Measures % Occ: The percentage of time that devices in the device group were occupied with contacts. This measure is based on summarized interval data. The calculation for this measure is: (interval in use duration/(interval size in minutes * number of trunks in group)) * 100. Erlangs: A measure of the total duration of contact usage for one or more trunks during a specified time interval. The calculation for this measure is: interval in use duration/ interval size in minutes. Inbound Contacts: A count of inbound contacts that used devices in the device group and completed during the interval. Outbound Contacts: A count of outbound contacts that used devices in the device group and completed during the interval. Avg. Inbound In Use Dur: The average amount of time that inbound contacts used devices in the device group. The calculation for this measure is: total inbound in use duration/ total inbound contacts. Avg. Outbound In Use Dur: The average amount of time that outbound contacts used devices in the device group. The calculation for this measure is: total outbound in use duration/total outbound contacts. Interval Failed Out of Service Dur: The total amount of time that devices in the device group were in the Failed Out of Service state during the interval. April 2015 Avaya IQ Standard Reports 187

188 Standard historical reports Device Group Performance Trend This report provides information for telecommunications administrators about the way that contact traffic volume and out of service time varies for the devices in a device group over time. This report includes a trend chart that displays % Occ. as a function of time. You are prompted to specify a time grain that determines how data is distributed in the trend chart and report rows. This report includes measures that are based on summarized interval data. Report users who use interval data need to understand special considerations associated with this type of data. Measures % Occ: The percentage of time that devices in the device group were occupied with contacts. This measure is based on summarized interval data. The calculation for this measure is: (interval in use duration/(interval size in minutes * number of trunks in group)) * 100. Erlangs: A measure of the total duration of contact usage for one or more trunks during a specified time interval. The calculation for this measure is: interval in use duration/ interval size in minutes. Inbound Contacts: A count of inbound contacts that used devices in the device group and completed during the interval. Outbound Contacts: A count of outbound contacts that used devices in the device group and completed during the interval. Avg. Inbound In Use Dur: The average amount of time that inbound contacts used devices in the device group. The calculation for this measure is: total inbound in use duration/ total inbound contacts. Avg. Outbound In Use Dur: The average amount of time that outbound contacts used devices in the device group. The calculation for this measure is: total outbound in use duration/total outbound contacts. Device Performance Summary This report provides information for telecommunications administrators about the individual performance characteristics of devices assigned to a device group. Measures Short Contacts: A count of contacts that were used by the device and had a connect duration that was less than the threshold value defined for this measure. Audio Difficulties: A count of contacts that used the device, completed during the interval and had an Audio Difficulty reason code reported by one or more agents who handled the contact. Inbound Contacts: A count of inbound contacts that used the device and completed during the interval. 188 Avaya IQ Standard Reports April 2015

189 Contact Center Performance Management reports Outbound Contacts: A count of outbound contacts that used the device and completed during the interval. Avg. Inbound In Use Dur: The average amount of time that inbound contacts used the device. The calculation for this measure is: total inbound in use duration/total inbound contacts. Avg. Outbound In Use Dur: The average amount of time that outbound contacts used the device. The calculation for this measure is: total outbound in use duration/total outbound contacts. Interval Failed Out of Service Dur: The total amount of time that devices in the device group were in the Failed Out of Service state during the interval. Contact Center Performance Management reports The Avaya IQ historical performance management reports are designed to answer the question: How can I affect and set goals for the performance of my contact center and follow my progress toward those goals? Avaya IQ addresses this question with two classes of reports: Correlation reports Measure tracking reports The correlation reports provide insight regarding the relationship between various key contact center measures. You can select measures that represent an effect that you want to achieve (e.g., raise customer satisfaction) and what you can directly affect (for example, customer wait duration). You can look for positive or negative relationships between measures or clustering of data. (Note that an apparent relationship between two measures does not guarantee a cause and effect relationship. It is possible that both measures are responding to a third measure.) Once you understand the nature of the relationship between the two measures you can set a target for the measure that you think has the causal role in the relationship. The target you choose should be one that you think will produce the target behavior in the other measure. Once you have chosen your two measures and the appropriate target values for those measures, you can follow your progress towards those targets using measure tracking reports. Targets are set in the Operations, Administration, and Maintenance (OAM) web application and are reflected in the running reports. Correlation reports The standard correlation reports identify relationships between key measures in the contact center. The reports include scatter charts that plot pairs of measures for a collection of up to 16,000 contacts. Each colored dot on the chart represents a contact. The positions of dots on the chart help you to identify patterns in the relationship between the two measures. For example, in the following chart each dot represents a single contact. The values of the two measures for the contact determine its position on the chart. In this chart, there appears to be a strong positive relationship between the measure on the X-axis of the chart and the measure on the Y-axis of the chart. A April 2015 Avaya IQ Standard Reports 189

190 Standard historical reports positive relationship means that increases in one measure are accompanied by increases in the other measure. In the following chart, there appears to be a weak positive relationship between the two measures. Large increases in the X-axis measure appear to be accompanied by small increases in the Y-axis measure. In the following chart, there appears to be a strong negative relationship between the X-axis measure and the Y-axis measure. A negative relationship means that increases in the measure on the X-axis are accompanied by decreases in the measure on the Y-axis. In the following chart, there is no apparent relationship between the two measures. Each value of the measure on the X-axis can be accompanied by both small and large cases of the measure on the Y-axis. While you may think that such a relationship is of no benefit, sometimes there is still value in just knowing that certain actions are unlikely to have the impact that you thought they would. In the following chart, there again appears to be no obvious relationship between the two measures but the two contacts that seem to stand out separate from the crowd need attention. It may be useful to learn more about these two contacts to understand why they do not behave like all the other contacts. Clicking on one of these dots launches the Contact details report for that contact. 190 Avaya IQ Standard Reports April 2015

191 Contact Center Performance Management reports In the following chart again, there is no clear relationship between the two measures with most contacts located around the intersection of the axes. As in the last case, it might be interesting to understand what is special about the six contacts that are spaced out along both axes. In the following chart, contacts appear to peak around the middle of the X-axis. There could be several explanations for this result. You may be looking at two different classes of contacts those to the left of the peak which display a positive relationship and those to the right that represent a negative relationship. On the other hand, it may simply be the nature of this relationship that moderate values of the X-axis measure have the optimal result for the Y-axis measure. If you were trying to produce the largest possible values of the measure on the Y-axis, you must try to control the value of the X-axis measure to be around the middle value for contacts handled by the contact center. That is where you must set your target for the X-axis measure. If the measure on the X-axis were related to supported agent behavior measures, you must monitor how often contacts deviated from this optimal value. Avaya IQ provides the following standard correlation reports: Active duration and preview duration - correlation Assisted service duration and self-service duration - correlation Active duration and wait duration - correlation Customer satisfaction score and active duration - correlation Customer satisfaction score and on hold duration - correlation Customer satisfaction score and wait duration - correlation Revenue and active duration - correlation Revenue and wait duration - correlation April 2015 Avaya IQ Standard Reports 191

192 Standard historical reports Wrap-up duration and active duration - correlation Each report includes two measures that are likely to demonstrate a significant relationship. The name of the report provides information about how the measures are placed on the chart. The first measure in the report name is the Y-axis measure and the second measure in the report name is the X-axis measure. Generally, the measure placed on the X-axis is assumed to be the causal measure in a cause and effect relationship. You are normally interested in affecting the Y-axis measure and are searching for X-axis measures that will have the desired impact. This naming convention ensures that you can easily locate reports that explore the measure that you are trying to impact and suggest possible causal measures. The optimal number of contacts to display in the chart is 500 or fewer. When more than 500 contacts are plotted on the chart, there is a high likelihood that many contacts will overlap with each other. It becomes hard to determine how many contacts are in one clump versus another and hard to determine how influential each clump should be. Other than time zone and time period, each input selection on the input field is optional. You only need to select the entities or entity groups on which you want to focus. Measure tracking reports As a contact center manager, you are presented with targets for key contact center measures. You can use measure tracking reports to monitor how you are performing against those targets. Correlation reports help you to identify the causal measure for this relationship and set an appropriate target for that measure. You can then monitor progress against that target as well using the appropriate measure tracking report. The measure tracking reports are organized into four entity-based subfolders. The reports in each of these folders present measures that are specific to the entity-type identified by that folder. You can access tracking reports for each of the measures supported in the correlation reports. Measure tracking reports contain a line chart displaying the measure of interest and its accompanying target. The target is identified in the chart as a thick horizontal line while the measure of interest is plotted as a series of connected points. The Y-axis and the X-axis are automatically scaled to fit the displayed data. The Y-axis precision is currently fixed at two decimal points. The report may not display a label on the x-axis for every data point in the report because of limited space. Classification reports Call Work Codes (CWCs) are specific instances of a general class of agent-assigned contact attributes that Avaya IQ calls Classifications. An agent who receives an ACD call from the Communication Manager can assign one or more CWCs to the contact during the conversation or during wrap-up. Avaya IQ reports the number of times that agents assign particular classifications to 192 Avaya IQ Standard Reports April 2015

193 Contact Center Performance Management reports contacts as a function of the agent making the assignment, the queue that delivered the call, or the routing point that delivered the call. Agents receiving ACD calls on Communication Manager can assign one or more codes to the contact by pressing a Feature Access Code button on their telephone followed by the code, which is a series of digits. On Communication Manager, a CWC can be up to 16 digits long. Communication Manager does not validate this CWC entry nor provide any procedure to name these codes. Because Communication Manager does not perform any kind of validation of the code, the code communicated to Avaya IQ and displayed in the report may be invalid if the agent enters an invalid CWC. Communication Manager does not inform Avaya IQ about the CWCs that are currently in use, so Avaya IQ compiles the list of CWCs as it encounters them. Customers can assign a meaningful name to each code using Avaya IQ administration. Until a name is assigned to a CWC, the code that the agent enters is displayed in the reports as the name of the classification. Classification reports can be filtered on different parameters, such as time period, work group, queue group, routing point group, and a specific set of classification codes. The Avaya IQ database records each classification code an agent enters and the associated agent, queue, and routing point data. If the 5.2 release of Avaya IQ is the first release that you are installing or if you are only now utilizing CWCs for the first time, you may still see multiple entries on the report input pages for each classification code if they are in use on multiple Communication Manager systems. To ensure that the relevant data appears in the report, select all instances of the classifications of interest on the input page. Working with CWCs collected prior to Avaya IQ 5.2 Avaya IQ has collected CWCs since Avaya IQ However, Avaya IQ did not provide access to that information through reports until Avaya IQ 5.2. In releases prior to Avaya IQ 5.2, CWCs were considered global data in Avaya IQ, rather than being associated with specific Communication Manager systems. If agents entered the same code on different Communication Manager systems, Avaya IQ considered it to be the identical code and did not distinguish the code associated with one Communication Manager from the same code associated with another Communication Manager. Starting with Avaya IQ release 5.2, three CWC reports have been included in the standard historical reports set and CWC data are now associated with the actual Communication Manager where each assignment was made. If you upgrade to Avaya IQ 5.2 and you have been using CWCs in your contact center, you can now report on that data. However, you need to be aware of the impact of this pre-5.2 data in the reporting user interface. Classifications used both prior to Avaya IQ 5.2 and after the upgrade to Avaya IQ 5.2 appear multiple times in report input pages - once representing the association prior to Avaya IQ 5.2 with the Avaya IQ source and once for each Communication Manager where the code is currently in use. To ensure that the relevant data appears in the report, you must select all instances of the classifications of interest on the input page. If the time period of the report spans the interval before and after the upgrade to Avaya IQ 5.2, you may see multiple columns associated with a single classification. One column represents the time period prior to the upgrade to Avaya IQ 5.2, and the other column represents the time period after the upgrade. April 2015 Avaya IQ Standard Reports 193

194 Standard historical reports Correlation reports Active Duration and Preview Duration Correlation This report shows the relationship between the amount of time that an agent has spent actively involved with another party on a contact against the duration of time spent previewing the contact information before the call is placed. Assisted Service Duration and Self-Service Duration Correlation This report shows the relationship between the amount of time that agents spend assisting a contact against the amount of time spent by the same contact in self-service. The assisted service may precede the self-service, especially when a survey follows a contact. You can also observe on the report that if more time is spent in self-service, the time spent in assisted service is less. Active Duration and Wait Duration Correlation This report shows the relationship between the amount of time that an agent has spent actively servicing a contact against the amount of time that the contact was waiting for service. Customer Satisfaction Score and Active Duration Correlation This report provides the relationship between the rating that the contacts gave to their experience with the contact center agent against the amount of time the agent spent servicing the same contact. Customer Satisfaction Score and On Hold Duration Correlation This report shows the relationship between the rating that the customers gave to their respective experience with the contact center agents against the total amount of time that the customers were placed on hold. Customer Satisfaction Score and Wait Duration Correlation This report shows the relationship between the score that the customer gave to their experience with the contact center against the amount of time that the contact was waiting for service. Revenue and Active Duration Correlation This report shows the relationship between the revenue generated from servicing the contact against the amount of time spent by an agent in servicing the contact. Revenue and Wait Duration Correlation This report shows the relationship between the revenue generated from servicing the contact against the amount of time spent by the contact waiting for assistance. 194 Avaya IQ Standard Reports April 2015

195 Contact Center Performance Management reports Wrap-up Duration and Active Duration Correlation This report shows the relationship between the amount of time that an agent spent doing a wrap-up for a contact against the amount of time that the agent spent servicing the contact. Measure tracking reports Agent-based measure tracking reports Users having required permissions can track the performance of individual agent or an agent workgroup with agent-based measure tracking reports. Communication Manager is the data source for these reports. The Edit Report Inputs window lists all the agents and workgroups for which report can be generated. The only agent-based measure tracking report is the % Occupancy versus targettrend report. The reports are named based on the performance measures that can be tracked using these reports. %Occupancy Versus Target Trend This report shows a chart of actual percent occupancy of the agents in the specified work group compared to the target occupancy set for all agents. You can specify the time period and time of the report. Queue - based measure tracking reports Users having required permission can track the performance of individual queues or queue groups with Queue-based measure tracking reports. Communication Manager is the data source for these reports. The Edit Report Inputs window lists all the queues and queue groups for which report can be generated. The reports are named based on the performance measures that can be tracked using these reports. Average Active Duration Versus Target Trend This report shows a chart of the actual average active duration for a specified queue against the target average active agent duration for the selected queue group. The values displayed on the chart belong to the time period specified on the Edit Report Inputs window. Average Revenue Versus Target Trend This report shows a chart of the actual average revenue generated by contacts delivered via specific queues versus the target revenue for the selected queue group. The values displayed on the chart are from your specified time period and time grain. Average Hold Duration Versus Target Trend This report shows a chart of the actual average hold duration for agents handling contacts delivered through specific queues versus the target average hold duration value for the same agent. The values displayed on the chart are from your specified time period and time grain. April 2015 Avaya IQ Standard Reports 195

196 Standard historical reports Average Wrap-up Duration Versus Target Trend This report shows a chart of the actual average wrap-up duration for specific queues against the target wrap-up duration for the selected queue group. The values displayed on the chart are from your specified time period and time grain. Average Wait Duration Versus Target Trend This report shows a chart of the actual average wait time of the contacts in queue before being delivered to an agent, abandoning, or otherwise leaving the queue. The values displayed on the chart are from your specified time period and time grain. Average Preview Duration Versus Target Trend This report shows a chart of the actual average preview duration for agents handling contacts delivered via specific queues against the target average preview duration for the selected queue groups. The values displayed on the chart are from your specified time period and time grain. Average Customer Satisfaction Score Versus Target Trend This report shows a chart of the actual average customer satisfaction score for a specified queue versus the target customer satisfaction score for the selected queue group. The values displayed on the chart are from your specified time period and time grain. Average Quality Score Versus Target Trend This report shows a chart of the actual average quality score of an agent versus the target average quality score for the selected queue group. The values displayed on the chart are from your specified time period and time grain. Routing point-based measure tracking reports Users having required permission can track the performance of individual routing points or routing point groups with Routing point-based measure tracking reports. Communication Manager is the data source for these reports. The Edit Report Inputs window lists all the routing points and routing point groups for which reports can be generated. The reports are named based on the performance measures that can be tracked using these reports. Average Active Duration Versus Target Trend This report shows a chart of the actual average active duration for agents handling contacts delivered via specific routing points against the target average active agent duration for the selected routing point group. The values displayed on the chart are from your specified time period and time grain. Average Revenue Versus Target Trend This report shows a chart of the actual average revenue generated by the specified routing point versus the target revenue for the selected routing point group. The values displayed on the chart are from your specified time period and time grain. 196 Avaya IQ Standard Reports April 2015

197 Contact Center Performance Management reports Average Hold Duration Versus Target Trend This report shows a chart of the actual average hold duration for a routing point against the target average hold duration value for the selected routing point group. The values displayed on the chart are from your specified time period and time grain. Average Wrap-up Duration Versus Target Trend This report shows a chart of the actual average wrap-up duration for agents handling contacts delivered via specific routing points against the target wrap-up duration for the same routing point. The values displayed on the chart are from your specified time period and time grain. Average Wait Duration Versus Target Trend This report shows a chart of the actual average wait duration of the contact for a specified routing point against the target average wait duration for the selected routing point group. The values displayed on the chart are from your specified time period and time grain. Average Customer Satisfaction Score Versus Target Trend This report shows a chart of actual average customer satisfaction score for a specified routing point versus the target score for the selected routing point group. The values displayed on the chart are from your specified time period and time grain. Process-based measure tracking reports Users having required permission can track the performance of individual routing points or routing point groups with Process-based measure tracking reports. Voice Portal is the data source for these reports. The Edit Report Inputs window lists all the processes and process groups for which reports can be generated. The reports are named based on the performance measures that can be tracked using these reports.insert content for the first section. Average Assisted Service Duration Versus Target Trend This report shows a chart of the actual average assisted service duration that a process has offered against the target duration for average assisted service for the selected process group. The values displayed on the chart are from your specified time period. The Voice Portal accomplishes an outflow to the Communication Manager by performing a call transfer. Average Self-Service Duration Versus Target Trend This report shows a chart of the actual average amount of time that contacts spend in self-service with a voice portal against the target self-service duration for the selected process group. The values displayed on the chart are from your specified time period and time grain. Classification reports Agent by Classification Summary This report provides the summary counts of classifications that agents recorded during the specified report period. You can use this report to see which classifications agents associated with the April 2015 Avaya IQ Standard Reports 197

198 Standard historical reports contacts and how often agents associated classifications with contacts. Certain classifications and their number may represent agent behavior that you should reward or discourage. Measures Code Count: a count of the number of times that a particular agent recorded a particular classification during the period of the report. If the agent records the same classification multiple times for a single contact, each entry is represented in the total count. For Call Work Code (CWC) classifications, Communication Manager does not validate CWCs the agent enters other than limiting their length to a maximum of 16 digits. Communication Manager also does not specify to Avaya IQ which classifications are valid. As a result, Communication Manager communicates all CWCs to Avaya IQ, even those that agents may have mistyped. Until a meaningful name has been administered for a code, the name displayed in the header will be # (pound) followed by the code entered by the agent. Follow the instructions in Administering Avaya IQ to provide meaningful names to these classifications. If you create a report with inputs prior to naming classifications displayed in the report, the report output shows the old name of the classification in the report header and the latest name in the content of the report. To correct the header, open the report with inputs in the input editor and save it again. The header will show the latest names the next time that you run the report. Queue by Classification Summary This report provides summary counts of classifications recorded by agents for contacts delivered by each queue within a queue group for the specified report period. You can use this information to determine the nature of the contacts that these queues delivered, as well as the treatment of the contacts by the agents. Measures Code Count: a count of the number of times that an agent recorded a particular classification for contacts delivered by a particular queue during the period of the report. If the agent records the same classification multiple times for a single contact, each entry is represented in the total count. For Call Work Code (CWC) classifications, Communication Manager does not validate CWCs the agent enters other than limiting their length to a maximum of 16 digits. Communication Manager also does not specify to Avaya IQ which classifications are valid. As a result, Communication Manager communicates all CWCs to Avaya IQ, even those that agents may have mistyped. Until a meaningful name has been administered for a code, the name displayed in the header will be # (pound) followed by the code entered by the agent. Follow the instructions in Administering Avaya IQ to provide meaningful names to these classifications. If you create a report with inputs prior to naming classifications displayed in the report, the report output shows the old name of the classification in the report header and the latest name in the content of the report. To correct the header, open the report with inputs in the input editor and save it again. The header will show the latest names the next time that you run the report. 198 Avaya IQ Standard Reports April 2015

199 Process performance reports Routing Point by Classification Summary This report provides summary counts of classifications recorded by agents for contacts that each routing point within a routing point group delivered for the specified report period. You can use this information to determine the nature of the contacts these routing points delivered, as well as the treatment of the contacts by the agents. Measures Code Count: a count of the number of times that an agent recorded a particular classification for contacts delivered by a particular routing point during the period of the report. If the agent records the same classification multiple times for a single contact, each entry is represented in the total count. For Call Work Code (CWC) classifications, Communication Manager does not validate CWCs the agent enters other than limiting their length to a maximum of 16 digits. Communication Manager also does not specify to Avaya IQ which classifications are valid. As a result, Communication Manager communicates all CWCs to Avaya IQ, even those that agents may have mistyped. Until a meaningful name has been administered for a code, the name displayed in the header will be # (pound) followed by the code entered by the agent. Follow the instructions in Administering Avaya IQ to provide meaningful names to these classifications. If you create a report with inputs prior to naming classifications displayed in the report, the report output shows the old name of the classification in the report header and the latest name in the content of the report. To correct the header, open the report with inputs in the input editor and save it again. The header will show the latest names the next time that you run the report. Process performance reports Process performance reports are designed to help you understand the performance of Voice Portal applications and how self-service is affecting assisted service. Contact-trace and Customer experience-detail reports have been modified to provide cradle-to- grave details for contacts that cross Communication Manager and Voice Portal. The following reports have been added to help analyze voice portal application performance: Process group performance summary on page 200 Process performance summary on page 202 Process group performance trend on page 159 Process performance trend on page 203 Process termination reason by termination step summary on page 204 April 2015 Avaya IQ Standard Reports 199

200 Standard historical reports Voice Portal interactions with Avaya IQ You can connect Voice Portal with Avaya IQ through a batch input interface. Avaya IQ fetches the call and session details from the Voice Portal Management System (VPMS) at scheduled intervals. The VPMS data is merged with the data from Communication Manager, and provided as a cradleto-grave and combined summary reporting. These reports provide details and summary that display how long a contact was in self-service mode, when the self-service ended, and what happened in assisted service with that contact. Avaya IQ provides a generic way to accept data from various sources in a batch mode. The data provided must be in one row per contact or one row per party on a contact. Process Group Performance Summary This report provides information about the overall performance of one or more process groups within a specified time period. For each process group, the measures displayed are the sum of individual measures of the voice portal applications that comprise each process group. Operations manager and supervisors can use this report to evaluate the performance of the groups of voice portal applications. You can drill down from the process group to view the performance of the individual processes within the group. Measures Process group: Group of Voice Portal applications. Source: The source of initiation of contact. Handles: The number of contacts that have completed their use of the voice portal application. % Disconnects: The percentage of contacts that were disconnected by the customer while being handled by a process in the process group. This also includes the number of contacts that the self-service application initiates. The measure does not include the calls that the Communication Manager retracts and connects to agents. The Voice Portal Management System reports these as Disconnects, but Avaya IQ continues the calls and does not report them as Disconnects. % Retractions: The percentage of contacts that Communication Manager removes from being handled by a process and delivered to agents (that is the contact queued prior to a Converse On step and agent subsequently becomes available). % Outflows: The percentage of contacts that left the processes in the process group and continued on to another application or assisted service (for example, the customer opted out of the self-service application to directly communicate with an agent). % Errors: The percentage of contacts that developed errors while they were being serviced by a process in the process group and were terminated. The errors include interrupted, not routed, no resources, session, error, and other. Avg. Process Dur.: The average amount of time that the processes in the process group spent in servicing contacts. 200 Avaya IQ Standard Reports April 2015

201 Process performance reports Avg. Assisted Service Dur.: The average amount of time that the customer spent active with the human agents (for the set of contacts that were served by a process in this process group and were also served by human agents). Note that Self Service Dur. can follow Assisted Service Dur. % Transfers After Delivery: The percentage of contact that were served by a process in this process group and were subsequently transferred at least once by human agents. Avg. Disconnect Dur.: The average amount of time spent in the process for those contacts that ended while in a process in this process group. Process Group Performance Trend The report provides information about the behavior of contacts handled by the selected process group over a selected period of time. You can evaluate the effectiveness of a process group. You can also study how contacts reacted at different time or day of week. You can study which contacts required most service from agents and at what time and view the trend.. Measures Process group: Group of Voice Portal applications. Source: The source of initiation of contact. Handles: The number of contacts that have completed their use of the voice portal application. % Disconnects: The percentage of contacts that were disconnected by the customer while being handled by a process in the process group. This also includes the number of contacts that the self-service application initiates. The measure does not include the calls that the Communication Manager retracts and connects to agents. The Voice Portal Management System reports these as Disconnects, but Avaya IQ continues the calls and does not report them as Disconnects. % Retractions: The percentage of contacts that Communication Manager removes from being handled by a process and delivered to agents (that is the contact queued prior to a Converse On step and agent subsequently becomes available). % Outflows: The percentage of contacts that left the processes in the process group and continued on to another application or assisted service (for example, the customer opted out of the self-service application to directly communicate with an agent). % Errors: The percentage of contacts that developed errors while they were being serviced by a process in the process group and were terminated. The errors include interrupted, not routed, no resources, session, error, and other. Avg. Process Dur.: The average amount of time that the processes in the process group spent in servicing contacts. Avg. Assisted Service Dur.: The average amount of time that the customer spent active with the human agents (for the set of contacts that were served by a process in this process group and were also served by human agents). Note that Self Service Dur. can follow Assisted Service Dur. April 2015 Avaya IQ Standard Reports 201

202 Standard historical reports % Transfers After Delivery: The percentage of contact that were served by a process in this process group and were subsequently transferred at least once by human agents. Avg. Disconnect Dur.: The average amount of time spent in the process for those contacts that ended while in a process in this process group. Some processes are designed to function as assisted service were almost 100% of the contacts will be Outflows and other processes are designed to be totally handled by self-service where almost 100% of the contacts will be Disconnects. Process Performance Summary The report provides information about the overall performance of each process in a process group within a specified report interval. Operation managers and supervisors can use this report to evaluate the performance of a voice portal application. Measures Process : The Voice Portal application name associated with the process. Source: The Voice Portal application associated with this process. Handles: The number of contacts that have completed their use of the Voice Portal application. % Disconnects: The percentage of contacts that were disconnected by the customer while being handled by a process in the process group. This also includes the number of contacts that the self-service application initiates. The measure does not include the calls that the Communication Manager retracts and connects to agents. The Voice Portal Management System reports these as Disconnects, but Avaya IQ continues the calls and does not report them as Disconnects. % Retractions: The percentage of contacts removed from the Communication Manager Converse On step. % Outflows: The percentage of contacts that left the processes in the process group and continued on to another application or assisted service (for example, the customer opted out of the self-service application to directly communicate with an agent). % Errors: The percentage of contacts that developed errors while they were being serviced by a process in the process group and were terminated. The errors include interrupted, not routed, no resources, session, error, and other. Avg. Process Dur.: The average amount of time that the processes in the process group spent in servicing contacts. Avg. Assisted Service Dur.: The average amount of time that the customer spent active with the human agents (for the set of contacts that were served by a process in this process group and were also served by human agents). Note that Self Service Dur. can follow Assisted Service Dur. 202 Avaya IQ Standard Reports April 2015

203 Process performance reports % Transfers After Delivery: The percentage of contact that were served by a process in this process group and were subsequently transferred at least once by human agents. Avg. Disconnect Dur.: The average amount of time spent in the process for those contacts that ended while in a process in this process group. Process Performance Trend The report provides information about the behavior of contacts handled by the selected process over a selected period of time. You can use this report to see the effectiveness of a process of Voice Portal applications changes when you make application changes. You can also see how contacts reacted differently by time of day or day of week and what time periods required the most service from agents. Measures Process : The Voice Portal application name associated with the process. Source: The Voice Portal application associated with this process. Handles: The number of contacts that have completed their use of the Voice Portal application. % Disconnects: The percentage of contacts that were disconnected by the customer while being handled by a process in the process group. This also includes the number of contacts that the self-service application initiates. The measure does not include the calls that the Communication Manager retracts and connects to agents. The Voice Portal Management System reports these as Disconnects, but Avaya IQ continues the calls and does not report them as Disconnects. % Retractions: The percentage of contacts removed from the Communication Manager Converse On step. % Outflows: The percentage of contacts that left the processes in the process group and continued on to another application or assisted service (for example, the customer opted out of the self-service application to directly communicate with an agent). % Errors: The percentage of contacts that developed errors while they were being serviced by a process in the process group and were terminated. The errors include interrupted, not routed, no resources, session, error, and other. Avg. Process Dur.: The average amount of time that the processes in the process group spent in servicing contacts. Avg. Assisted Service Dur.: The average amount of time that the customer spent active with the human agents (for the set of contacts that were served by a process in this process group and were also served by human agents). Note that Self Service Dur. can follow Assisted Service Dur. % Transfers After Delivery: The percentage of contact that were served by a process in this process group and were subsequently transferred at least once by human agents. Avg. Disconnect Dur.: The average amount of time spent in the process for those contacts that ended while in a process in this process group. April 2015 Avaya IQ Standard Reports 203

204 Standard historical reports Some processes are designed to front end assisted service were almost 100% of the contacts will be Outflows and other processes are designed to be totally handled by self service where almost 100% of the contacts will be Disconnects. Process Termination Reason by Termination Step Summary This report shows when and where the contacts leave the process. You can analyze the extent to which the voice portal application is successful from the behavior of contacts leaving the process. The handles can be replaced by percentage values of measures indicating what percentage of contacts were successful using Self Service or Assisted Service. The Process Step is the name given to the application node in Voice Portal or Orchestration Designer. The termination reason is added to the application as a data node in the EndInfo1 field. 204 Avaya IQ Standard Reports April 2015

205 Chapter 7: Stream monitoring reports Stream monitoring reports Avaya IQ uses the concept of event streams to represent the flow of messages between communication data sources and the Avaya IQ database. A stream can represent the flow of events from one or more sources. For example, a stream can consist of event messages sent by a single communication source, such as a single Communication Manager system. In other cases, a stream can consist of messages merged from multiple data sources. For example, if two Avaya Proactive Contact systems are supported by a Communication Manager system, events from all three event sources are merged into a single stream that sends messages to Avaya IQ through Communication Manager. Real-time and historical information about the continuity of streams help report users to know whether report data derived from one or more streams is current and complete. Report users can use status information for a reporting stream in the following ways: Real-time reports: Stream status information can be used to determine if report data associated with one or more streams is currently being refreshed in a timely manner. Historical reports: Avaya IQ uses data aggregation processes to create summarized data used by various historical reports. Stream monitoring can be used either to determine if event stream outages have caused the loss of data in historical database tables, and whether data was delayed in reaching the database. Real-time stream monitoring The Avaya IQ reporting interface displays stream status indicators that provide information about the status of event streams that contribute to real-time data in Avaya IQ reports. You can click on the stream status indicator to launch the Stream Status report. This report provides information about the current status of individual streams that send messages to Avaya IQ. You can use the information provided by the status indicators and the Stream Status report to know when stream outages are potentially affecting the reliability of your real-time reports. April 2015 Avaya IQ Standard Reports 205

206 Stream monitoring reports Real-time stream status indicators In the Avaya IQ reporting interface, the main reporting window and the report viewer window display a stream status indicator. The following table shows and defines the icons that can be displayed as stream status indicators when different conditions are in effect. All streams are active Displayed when events are being received at least once every 10 seconds. One stream is idle, but no streams are down Displayed when events on at least one stream are being received at least once every 11 to 60 seconds. At least one stream is down Displayed when events are being received on at least one stream greater than once every 60 seconds or a stream is recognized as being down. You can click on a stream status icon to launch the Stream Status report. This report provides more information about the streams that are relevant to your reports. Stream status report The real-time Stream Status report displays information about the current status of streams that send event messages to Avaya IQ. You can use the information provided by the status indicators and the Stream Status report to know when stream outages are potentially affecting the reliability of your real-time reports. The following sections describe how to set up, execute and interpret the report. Measures Stream: The name of the event stream sent by the communication application. You can modify the report inputs so the report displays only those streams that are relevant to your real-time reporting needs. Stream status indicator (unlabeled column): A graphic indicator for the current state of the stream. Silence Dur: The amount of time since the last message received from this stream was written to the real-time database. This measure also considers system heart beat messages sent to Avaya IQ by the communication application associated with the stream. The Silence Dur. measure indicates whether Avaya IQ is receiving messages from the stream, but not whether the messages are current or delayed. To assess the status of the stream more completely, this measure must be considered in conjunction with the Current Time value. Current Time: The time specified by the timestamp included in the last message received from the stream, plus any additional time that has elapsed since receipt of that message. This value 206 Avaya IQ Standard Reports April 2015

207 Real-time stream monitoring can indicate whether messages have been delayed, but not but not whether messages are currently being received from the stream. To assess the status of the stream more completely, this measure must be considered in conjunction with the Silence Dur: measure. Certain types of hardware outages associated with the communication link between a communication application and Avaya IQ can cause both the Current Time measure and the Silence Dur. measure to stop advancing. In this case, the Current Time measure for the stream is displayed with a red background, and the stream indicator displayed in the report changes to the down position. You can add more than two sources in Avaya OAM. However, to display the sources in Reporting, you must add the sources to the Stream Status report using the Report input page and log out of Avaya IQ. After logging in again, you can view the stream status indicator to know the status of event streams that contribute to real-time data in Avaya IQ reports. You can use the information that the stream status indicators and the Stream Status report provide to know when stream outages affect the reliability of real-time reports. Important: You can add more than two sources in Avaya OAM. However to display streams of multiple sources in Reporting, you must add the sources to the Stream Status report using the Report input page and logout of Avaya IQ. After logging again, you can view the stream status indicator to know about the status of event streams that contribute to real-time data in Avaya IQ reports. You can use the information provided by the status indicators and the Stream Status report provide to know when stream outages are potentially affecting the reliability of your real-time reports. Specifying stream status report inputs Every report user has a copy of the Stream Status report installed in My Folders. This report cannot be copied, moved, deleted, or scheduled. However, you can use the Edit button to modify the inputs for the report. Since the default inputs for this report specify every event stream that sends messages to Avaya IQ, you can edit the report so only the streams associated with the agents, queues and other entities that you manage are displayed in your report outputs. For example, if a report user needs information for a set of queues and agents that are associated with a specific Communication Manager system, then the user should specify only the stream associated with that Communication Manager system. Consult with your Avaya IQ administrator to identify the streams that are associated with your reporting needs. You can also modify the report inputs to specify a time zone that is appropriate for your needs. Changes to the options on your copy of the Stream Status report will not take effect until you log out and back on to the reporting interface. April 2015 Avaya IQ Standard Reports 207

208 Stream monitoring reports Interpreting stream status data To properly interpret the status of a stream on which your real-time reports depend, you need three pieces of information: the actual time of day, Silence Dur. and Current Time measures displayed in the Stream Status report. The following table provides some simplified examples to show how you use these three pieces of information to understand the current status of a stream on which your reports depend. Report items Silence Dur. Current Time Actual time Interpretation Status indicator 00:00:00 12:00:00 12:00:00 Silence Dur. indicates that messages are currently being received by the database in rapid sequence. Since Current Time is based on the timestamp for the latest message and this value matches the actual time of the day, the messages being received at this time are also up to date. Real-time report data derived from this stream is both available and current. 00:00:00 11:40:00 12:00:00 Stream messages are currently being received by the Avaya IQ database, but the most recent message has a timestamp that is 20 minutes in the past. Real-time report data derived from this stream is available but delayed. 00:10:00 12:00:00 12:00:00 The last message received by the Avaya IQ database had a timestamp that was current at the time it was written, but no additional messages have been received for 10 minutes. Current Time was updated 10 minutes ago to reflect the message timestamp, and continues to increment every second until a new message is received and is adjusted to reflect the timestamp for the new message. Real-time report data derived from this stream is not currently available. 00:00:48 12:00:00 12:00:00 Silence Dur. indicates that the time since the last message was received from the stream was greater than 10 seconds but less than 60 seconds. In addition, Current Time matches the actual time of day. Stream activity is currently Table continues 208 Avaya IQ Standard Reports April 2015

209 Historical stream monitoring reports Report items Silence Dur. Current Time Actual time Interpretation Status indicator low, but there is no indication that messages are being delayed. Since a system heartbeat should be sent by the stream every 60 seconds, possible message delays would be indicated if Silence Dur. begins to exceed 60 seconds. Historical stream monitoring reports The historical stream monitoring reports are located in the Data Monitoring Reports folder. This folder is available only for users who have been assigned the required set of authorizations. Stream Availability - Summary This report provides information for one or more streams about: The percentage of base time intervals that were aggregated successfully. The percentage of time during the intervals that the stream was healthy and available to transmit events. Measures Stream: The name of the event stream. % Availability: The percentage of time during the interval that the stream was healthy and available to transmit events over the period of the report. Availability is estimated by comparing the number of heartbeats sent by the communication application to the number of heartbeats expected during the interval. A system heartbeat message is expected every 60 seconds and the base interval length is 15 minutes. Therefore, 15 heartbeats per interval are expected. The calculation for this measure is: (heartbeats received/heartbeats expected) * 100 This measure considers only intervals that were aggregated successfully. % Aggregated (formerly % Data Complete): The percentage of intervals that were successfully summarized by aggregation tasks over the time period of the report. For base intervals delimited by the report time period. The calculation for this measure is: (aggregated intervals/total intervals) * 100 April 2015 Avaya IQ Standard Reports 209

210 Stream monitoring reports Stream Availability - Trend This report provides information for a specified stream about: The percentage of base time intervals that were aggregated successfully. The percentage of time during the intervals that the stream was healthy and available to transmit events. This report includes a trend chart that displays % Availability for a data stream as a function of time. You are prompted to specify a time grain that determines how data is distributed in the trend chart and report rows. Measures % Availability: The percentage of time during the interval that the stream was healthy and available to transmit events over the period of the report. Availability is estimated by comparing the number of heartbeats sent by the communication application to the number of heartbeats expected during the interval. A system heartbeat message is expected every 60 seconds and the base interval length is 15 minutes. Therefore, 15 heartbeats per interval are expected. The calculation for this measure is: (heartbeats received/heartbeats expected) * 100 This measure considers only intervals that were aggregated successfully. % Aggregated (formerly % Data Complete): The percentage of intervals that were successfully summarized by aggregation tasks over the time period of the report. For base intervals delimited by the report time period, The calculation for this measure is: The calculation for this measure is: (aggregated intervals/total intervals) * 100 Stream Latency - Summary For one or more streams, this report provides information about: The percentage of base time intervals that were aggregated successfully. The amount of time that messages received on the streams were delayed. Measures Stream: The name of the event stream. Max. Latency Dur: The maximum amount of time that a heartbeat message was delayed in any of the intervals included in the report time period. Latency duration is defined as the difference between the expected arrival time for a heartbeat message and the actual arrival time for the message. Avg. Latency Dur: The average amount of time that heartbeat messages were delayed for the intervals included in the report time period. Latency duration is defined as the difference between the expected arrival time for a heartbeat message and the actual arrival time for the message. 210 Avaya IQ Standard Reports April 2015

211 Historical stream monitoring reports The calculation for this measure is: total latency duration/heartbeats received % Data Complete: The percentage of intervals that were successfully summarized by aggregation tasks over the time period of the report. For base intervals delimited by the report time period. The calculation for this measure is: (aggregated intervals/total intervals) * 100 Stream Latency - Trend This report provides information for a specified data stream about: The percentage of base time intervals that were aggregated successfully. The amount of time that messages received from the stream were delayed. This report includes a trend chart that displays Max. Latency Dur. for a data stream as a function of time. You are prompted to specify a time grain that determines how data is distributed in the trend chart and report rows. Measures Max. Latency Dur: The maximum amount of time that a heartbeat message was delayed in any of the intervals included in the report time period. Latency duration is defined as the difference between the expected arrival time for a heartbeat message and the actual arrival time for the message. Avg. Latency Dur: The average amount of time that heartbeat messages were delayed for the intervals included in the report time period. Latency duration is defined as the difference between the expected arrival time for a heartbeat message and the actual arrival time for the message. The calculation for this measure is: total latency duration/heartbeats received % Data Complete: The percentage of intervals that were successfully summarized by aggregation tasks over the time period of the report. For base intervals delimited by the report time period, The calculation for this measure is: The calculation for this measure is: (aggregated intervals/total intervals) * 100 April 2015 Avaya IQ Standard Reports 211

212 Chapter 8: Troubleshooting reports These topics describe some possible reasons why a report does not execute or display data. Real-time report does not execute A real-time report can fail to execute for various reasons: Proposed Solution Procedure 1. The report specifies agents, queues or other resources that are currently not generating realtime data. 2. The link between Avaya IQ and a source communication application is currently experiencing connectivity problems. HTTP status 404 error If an HTTP Status 404 error is displayed when you log in to the reporting system or attempt to execute a report, the Avaya IQ Reporting host is not working. Proposed solution Procedure In this case, notify your supervisor about the problem. 212 Avaya IQ Standard Reports April 2015

213 function does not send report function does not send report Reports are not being received via . Proposed Solution Procedure 1. Verify that the correct domain name or the correct IP address has been specified for the designated server. 2. Verify that the default user name specified as the designated report output sender is listed as a valid user on the server. 3. Verify that the correct port number has been specified for the server. Progress bar displays when report is finished When rendering a report in HTML, the browser progress status bar may continue to display even though the report is complete. This problem does not occur when rendering a report in PDF or Excel output. Proposed solution Procedure Ignore the browser progress status bar. The browser progress status bar will not affect normal operation. Stale data in real-time reports when link is down The reporting system cannot tell when the data has become stale in real-time reports such as Multiple Queue and Agent Status. This occurs when the link to the source system is down. Proposed solution Procedure Check the stream status indicator to verify that the link to the source system is up. April 2015 Avaya IQ Standard Reports 213

214 Troubleshooting reports If the link is down, any data shown in the reports will be stale. The reports will show updated data when the link comes back up. PE Event Processor Failed to Talk with DSS While adding an event source, the system generates a DP container. The DP containers PE s and DSS interfaces communicate with each other through core services API. The PE s can successfully be calling DSS.objectIsReady() to enable the interfaces. Even the service locator can locate a reference to the interfaces. However, while accessing DSS interface functionality, the attempts are time-out, unsuccessful and the DP log records the following errors :17:11,000 com.avaya.ccr.eventmgt.eventprocessor.eventprocessorfacade [DoubleQueue] 1269 EventProcessorFacade.java ERROR com.avaya.ccr.eventmgt.eventprocessor.eventprocessorfacade EventProcessorFacade::startupAdapters - Failed to start/restart adapters. com.avaya.coreservice.dss.dssexception: ENVIRONMENT.ROUTING_FAILED Routing failed for Service set: [8a1483fc1c c019f93df09de: :31002] Proposed Solution Procedure 1. Verify whether you are using the correct /etc/hosts file. 2. Verify whether the /etc/hosts file in use is not corrupted. 3. Verify whether the first line in the /etc/hosts file loop-back to localhost Communication failure between Proactive Contact and Communication Manager If there is a problem in two-way communication between Proactive Contact and Communication Manager, the DP logs the following error messages :27:22,110 com.avaya.ccr.eventmgt.pdsadapter.pdslogger [monitor_thread] 88 PDSLogger.java INFO com.avaya.ccr.eventmgt.pdsadapter.pdslogger PDS_CONNECTIVITY_UNSTABLE: Monitoring of connectivity with Proactive Contact indicates some problem. (pc_elk 214 Avaya IQ Standard Reports April 2015

215 Communication failure between Proactive Contact and Communication Manager FATAL com.avaya.ccr.eventmgt.pdsadapter.pdslogger AdapterPluginImpl::initialize - Unexpected Exception occured. org.omg.corba.object_not_exist: vmcid: OMG minor code: 2 completed: No Proposed Solution About this task Both Avaya IQ and Proactive Contact systems must be able resolve each others IP addresses using system's name. Procedure Use ping command to confirm that both systems can resolve each others IP addresses. If both these systems communicate properly with each other, and you still face a problem, then refer the other proposed solutions. If both these systems do not communicate properly with each other, then edit the /etc/host files on both these systems. The /etc/host files on both these systems must have an IP address, a Fully Qualified Domain Name (FQDN) and a Short name of the other system. Proposed Solution About this task There can be a problem with Communication Manager C-LAN card. Procedure Use one of the following solutions. Busy and Release MIS even if the application is CCR. Verify that there is no simultaneous pump-up of CMS or Avaya IQ DP. It can be possible that there can be more than one Avaya IQ system in use. Hence, check in DP log whether the other Avaya IQ system is pumping-up. Disable and Enable the C-LAN card if only Avaya IQ is using port/channel on C-LAN. Verify whether the data module for interface link shows established and not restarting. Disable other ports/channels temporarily until you have established a connection, and then enable other ports/channels. Use another channel port setting by changing the port number. Proposed solution About this task There might be a licensing issue with Avaya Proactive Contact and Avaya IQ. April 2015 Avaya IQ Standard Reports 215

216 Troubleshooting reports Procedure Verify that the WebLM has license for Proactive Contact and Avaya IQ. Next steps After you have corrected the problem by using any of the above-mentioned steps, restart DP of data processing Jboss, which has Proactive Contact associated. Contacts stuck at routing point In Avaya IQ, while you use the Communication Manager Path Replacement feature, contacts are stuck at routing point because of trunk groups. Proposed Solution About this task Avaya IQ customers using the Communication Manager Path Replacement feature must administer SIP trunks and non-sip trunks groups involved in Path Replacement as measured. Path Replacement can occur between two Communication Manager switches, or it might occur between a Communication Manager switch and a messaging system such as Modular Messaging or Voice Portal. When unmeasured trunks are involved in Path Replacement, the Communication Manager switch does not send complete information about the contact to Avaya IQ. This limits the capability of Avaya IQ to gather and report statistics about contacts involved in Path Replacement. Non-receipt of complete information can cause Avaya IQ to have errors, stop contacts, and exhibit problems such as contacts stuck at queues and routing points. Procedure While administering Communication Manager trunk groups, trunks involved in Path Replacement must have the Measured option set to either external or both. Avaya IQ treats these trunks as measured trunks. If either of these trunks has the Measured option set to internal or none, Avaya IQ treats these trunks as unmeasured trunks. reports sending fails through MS Exchange Server Avaya IQ provides you the facility to send its reports through using MS Exchange server. This functionality sometimes fails to send reports. 216 Avaya IQ Standard Reports April 2015

217 Authentication failure Proposed Solution About this task Procedure 1. Configure the SMTP Relay in OAM. Use the following command to check whether the MS Exchange server port responds. 2. telnet port 25 of the MS Exchange server and type EHLO. Authentication failure Lenova users face authentication problem while logging onto Avaya IQ reporting. Proposed Solution About this task If you are a Lenova user and want to bookmark the Avaya IQ reporting URL, you may face an authentication problem. Procedure Ensure that the Avaya IQ URL that you are trying to save ends with avaya-ccr. By default, Lenova bookmarks the Avaya IQ reporting URL with session ID that causes authentication issues. Example Your saved Avaya IQ reporting URL must be Proposed Solution About this task Lenova system provides Password Manager Application that allows auto login on to Avaya IQ reporting without the need to enter user ID and password. Avaya IQ does not support this feature and hence you face an authentication error. Procedure Disable the Password Manager in your Lenova system and try to log in again. April 2015 Avaya IQ Standard Reports 217

218 Troubleshooting reports Backward dtzcli.sh expansion for Voice Portal reporting You can face a problem while importing Voice Portal SDR/CDR data that does not fall into currently expanded date or time zone data range. Proposed Solution About this task You must configure time zones foravaya IQ reports. Configuring time zones helps display the migrated data in Avaya IQ historical reports. Procedure 1. On the Avaya IQ server command prompt, enter cd $CCR_HOME/bin and press Enter. 2. Enter dtzcli.sh and press Enter. The server displays a list of time zone options. 3. Select option (b). (b) stands for extend all of administered time zones backward option. The server displays the current administered date and time and provides a prompt to enter new date and time. 4. On the prompt, enter a date and time that matches the date and time of the oldest data you want to migrate. The date and time must be in the format of YYYY MM DD HH mm. The time must be in 24- hour time. Failed to add a row using report designer cross-tab editing The functionality of cross-tab editing failed to add a summary row to a report. Proposed Solution About this task Removing the existing Top Dimension and then re-adding it can solve this problem. Procedure 1. Add a new Top Dimension. This step is temporary. 2. Remove the existing Top Dimension. 218 Avaya IQ Standard Reports April 2015

219 Communication Manager does not send entity names to Avaya IQ The Top Dimension which already exists before you add a new Top Dimension as described in step Add the measure that you removed in step 2 as Top Dimension. 4. Remove the temporary Top Dimension added in step 1. Example If you are adding a summary row to Standard Agent by Aux State Summary Report, then remove the existing Aux. State Top Dimension after you have added a new Top Dimension and then re-add the Aux State as Top Dimension. Communication Manager does not send entity names to Avaya IQ In Avaya IQ, when an entity (trunk group, skill, VDN) is changed from unmeasured to measured (for example, from none to both) on Communication Manager, the Communication Manager does not send the name of the entity to Avaya IQ. This means that the name of the entity does not appear in Avaya IQ OAM and reports. Proposed Solution About this task Procedure Change the entity name on Communication Manager and send it forcefully to Avaya IQ. Proposed Solution About this task If it is not feasible to change the entity name on the Communication Manager, you can restart the PE CM Adapter process that corresponds to that Communication Manager. This forces the name synchronization between the Communication Manager and Avaya IQ. Restarting the PE CM Adapter process is a service-affecting outage, therefore you should schedule this process after your business hours. Procedure 1. Log on to Avaya IQ OAM. 2. Select the Enterprise tab and expand the Sites menu. 3. Select the Data Collection (DC) host. April 2015 Avaya IQ Standard Reports 219

220 Troubleshooting reports This DC host must correspond to the Communication Manager to which the newly measured entities belong. In an Avaya IQ dual-host environment, the All Functions host will act as the Data Collection host. In an Avaya IQ multi-host environment, the Data Collection function may be performed by a Data Processing host or by a separate Data Collection host. 4. Click the Arrow to expand the Data Collection subsystem and select the PE CM Adapter corresponding to the Communication Manager. 5. Click Restart to restart the Adapter. You should have System Administrator privileges to perform this task. If you need assistance with this activity, please request a service ticket from Avaya. Accounting for agent time In Avaya IQ, an agent can only be in one state at a time. Because they can be assigned multiple contacts at the same time, Avaya IQ must understand what contact they are focused on at any point in time to determine their current state. The terms in focus and out of focus are used to represent this distinction. The contact that the agent has in focus determines the agent s current state (when they are handling a contact). Contact handling states As the name implies, contact handling states refer to the states of an agent while he or she is handling a contact including that time while the agent is idle and a contact is alerting at the agent. The following states are agent contact handling states: Active the agent is actively communicating with a party on an in-focus contact Alert a contact is alerting at the agent and the agent was previously idle (In Focus) Hold the agent has placed their in-focus contact on hold and hasn t changed focus to another contact. In reports that show the agent s state, this will simply be called Hold. Initiate the agent is initiating a new interaction (including listening to dial tone and dialing). On Hold the agent has been placed on hold by another agent and has no one else to talk to Preview the agent is reviewing information about an outbound contact before accepting or initiating it Wrap-up the agent has completed the active portion of contact handling but has additional solitary work to do before concluding participation in the contact. This additional work may require initiating interactions with other agents or parties outside of the contact center. However, time spent on these interactions is not counted as wrap-up time but rather as time 220 Avaya IQ Standard Reports April 2015

221 Accounting for agent time appropriate for what the agent is doing (for example, initiate, active, hold, agent wait, or on hold). Agent Wait the agent has initiated a contact and is waiting to be connected to the target party (includes time in processing, in queue and alerting). Non-contact handling states As the name implies, non-contact handling states refer to the states of an agent when the agent is waiting for the delivery of a contact or in an auxiliary state and cannot be offered an ACD contact. With Avaya IQ, auxiliary states are treated as full-fledged custom states rather than as a single aux state with a particular reason code. This makes reporting on these states easier and more consistent with other states. The following states are agent non-contact handling states: Custom aux states The agent time is tracked relative to any custom auxiliary states that the agent uses. For most sources, the custom auxiliary states are as administered on the source. For Communication Manager, these states are between 1 and 99. Auxiliary Default the agent is in aux and did not or could not indicate the type of aux Auxiliary Login the agent has logged in but has not yet made him/herself available to receive contacts or has not put him/herself into an alternative auxiliary state Auxiliary System Forced the agent has been placed in aux by the system; usually as the result of being offered a contact and not accepting it within the RONA timeout Idle the agent is available to accept contact work but is not currently doing any contact work Logged Out the agent is logged out. IQ doesn t track time that the agent spends logged out nor do logged-out agents appear in IQ real-time reports. Login the agent is logged in and has not yet selected or been forced into another state. The Communication Manager always forces the agent into aux upon login so the login state is instantaneous and never accumulates time. Wrap-up No Contact the agent has manually placed him/herself in wrap-up without an associated contact. Agents can initiate or receive contacts while in this state but time spent on these contacts is not counted as auxiliary time but rather as time appropriate for what the agent is doing (for example, initiate, active, hold, agent wait or on hold). Special case state Since these are the possible agent states and an agent can only be in one state at a time, you can calculate an agent s total time by adding together their time in each of these states. Unknown the agent s state is currently unknown to Avaya IQ. This will happen when the link to the switch is first initialized or after a link or Avaya IQ failure. As a result of the pump-up process, Avaya IQ learns about all the agents logged into the switch but not their current state. Agents remain in the unknown state until they change states. At that point, Avaya IQ learns their current state and can determine their time in state. Blending agent states Note that an agent can be logged into multiple systems simultaneously systems that are being monitored by the same Avaya IQ. This is the case with centers that have agents using both Communication Manager and Proactive Contact systems. For these blended agents, Avaya IQ receives information about the state of the agent from multiple systems and creates a single, unified view of the agent. At any point in time, blended agents may be in different states with respect to each source system but they have a single state with respect to Avaya IQ and the contact center. April 2015 Avaya IQ Standard Reports 221

222 Troubleshooting reports Staffed duration An agent is staffed if they are logged into any system monitored by Avaya IQ. Staffed Duration is calculated as the contiguous time from first login on a system monitored by Avaya IQ until the last logout on a system monitored by Avaya IQ. Interval-Based measures vs. Event-Based measures Duration measures can be interval-based or event-based and both are presented in Avaya IQ. An event-based state duration is calculated simply as the duration from when the agent entered the state to when they left the state. The event that this measure is associated with is the fact that they completed the state. Event-based measures are important in determining agent performance measures like Avg. Active Dur. Agent performance measures are usually calculated as the sum of all these event-based durations for a state divided by the number of times that the agent left the state. An interval-based measure requires that time be broken up into intervals. The value of an intervalbased state duration is the amount of time that the agent spent in that state during the interval. If the agent entered the state prior to the interval or left the state after the interval, time outside of the interval is not considered in the value of the measure. Interval-based measures are important in determining agent allocation measures like % Idle. Agent allocation measures are usually calculated as the sum of all these interval-based durations for a state divided by the total staffed time during the interval. Avaya IQ provides several interval-based state duration measures that can be used to account for all agent time. Normally, you want to understand how the agent s time is allocated for that period of time that they were staffed. The staffed time of the agent during an interval (hour, day, week, month, year) is the measure Interval Staffed Dur. The equation that accounts for all agent time is: Interval Staffed Dur. = Interval Idle Dur. + Interval Preview Dur. + Interval Alert Dur. + Interval Active Dur. + Interval In Focus Hold Dur. + Interval Wrap-up Dur. + Interval Wait Dur. + Interval On Hold Dur. + Interval Working Aux. Dur. + Interval Non-Working Aux. Dur. + Interval Unknown Dur. Because there are so many possible auxiliary states the formula above (and the available Avaya IQ interval-based measures) simply represents them as working aux. or non-working aux. A state, auxiliary or otherwise, is identified as working or non-working based on its Occupancy property which is configured in OAM. A working state has an Occupancy property of Occupied. A nonworking state has an Occupancy property of Not Occupied or Not Applicable. Note that a couple of states are not represented: Login, Initiate, Agent Wait, and On Hold in this equation. If agents are likely to accrue much time in these states then they should be added to a custom version of this report. Agent Occupancy reports The Agent Occupancy Reports can serve to account for agent time. 222 Avaya IQ Standard Reports April 2015

223 Accounting for agent time The measures to the right of %Occ. should account for all of agent time. Each of these measures is divided by Interval Staffed Dur., and should add up to approximately 100%. They can only add to approximately 100% because of the affects of rounding. Look at the values for Bill Smith: = 101. The problem with adding rounded numbers One effect of rounding is that it makes adding numbers sometimes misleading. For example, imagine four numbers that add to 10: 3.6, 2.1, 1.7 and 2.6. If you round each number to the nearest integer you get: 4, 2, 2, 3 which adds to 11. Conversely, the four numbers could be: 1.4, 2.4, 3.4, and 2.8. If you round each of these numbers to the nearest integer you get: 1, 2, 3, and 3 which adds to 9. This is just the natural behavior of adding three or more numbers that have been rounded. In order to better evaluate the values in the Agent Occupancy Summary report, you can change the formatting for each % state dur. column to increase the precision of the number displayed. Using the report designer, one can create a custom version of the report that includes one decimal place of extra precision: April 2015 Avaya IQ Standard Reports 223

224 Troubleshooting reports Repeat for each percent duration column in the report. The final custom report looks like this for the same data: 224 Avaya IQ Standard Reports April 2015

225 Accounting for agent time Now the values for Bill Smith are: 81.6, 0.1, 8.5, 1.9, 3.1, and 4.8, and they add to % Occupancy and % Idle do not add to 100% (unless you want them to) With the default state administration, Idle is the only Not Occupied state. Since the % Occ. formula considers only Occupied and Not Occupied states, it would seem that adding % Occ. to % Idle should encompass all relevant states and add to 100%. This is not the case because the scope of the % Idle calculation is larger than the scope of the % Occ. calculation. So the two measures can t be meaningfully added together. To explain, let s divide the period of the report up into three categories. The first, called a is the sum of all agent state durations that are administered as Occupied. The second, called b is the sum of all agent state durations that are administered as Not Occupied. The third, called c is the sum of all agent state durations that are administered as Not Applicable. That concept is illustrated below: Where: So: a = occupied duration = time spent in a state administered as Occupied b = not occupied duration = time spent in a state administered as Not Occupied c = not applicable duration = time spent in a state administered as Not Applicable Interval State Duration = a + b + c % Occ. = occupied duration / (occupied duration + not occupied duration) * 100 % % Occ. = (a /a+b)* 100% And: % Idle = interval idle duration / interval state duration * 100% April 2015 Avaya IQ Standard Reports 225

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