traffic analyst console visibility to attendant console activity & performance
Post on 26-Dec-2015
229 Views
Preview:
TRANSCRIPT
Traffic Analyst ConsoleVisibility to Attendant Console Activity & Performance
Slide 2
High
Performance
Companies
Require
High
Performance
Voice
Communication
s
Maximizing the business value of dollars invested and spent on network resources
Maintaining superior service levels while controlling network costs
Knowing where and how much network load is changing
Being alert to improper, fraudulent or careless use of the network
Assuring a company operator is available when needed
Being prepared for migration to next generation technologies
Traffic Analyst
Managing voice communications to a high level is a multi-faceted challenge…
Slide 3
Flexibility
to Tailor
a Solution
Console Monitor workload and performance of console operators
and console operator groups Staff allocation
Network Monitor workload and performance of trunks, trunk groups
and IP gateways TDM and VoIP modeling
Call Detail Network usage tracking and reporting Scalable and affordable
OnTraQ Track call center service levels, queues and agent activity Call center dashboard and customer-centric metrics
Traffic AnalystModules
Slide 4
Determining Hourly Staffing LevelsOptimizing Number of Consoles in Service Site Expansion and ConsolidationExtensive Use of Operators
Traffic AnalystOperator Console Challenges
Console
Requirements
Complaints from High Demand Callers
Tracking Queue Times and Occupancy
Fraud and Abuse
Visibility into Usage
Evaluating Staff Performance
Personal
Call Abuse
Operator
Productivity
Operator
Availability
Slide 5
Visibility into Service Levels Percent occupancy Blocked calls
• Abandoned calls
Reliability with All the Data, All the Time Usage profiles and trending by console and console
group Identify fraudulent activity Track business and personal calls
What-If Modeling Adjust for growth in call volume and length User selectable engineering model Service level
Rich Inventory of Reports
Traffic AnalystOperator Console
Console
Requirements
Personal
Call Abuse
Operator
Productivity
Operator
Availability
Slide 6
Activity Summary
Average Call Length Profile
Call Profile
Time Utilization
Time Utilization & Service Levels
On-demand via web browser
Scheduled to: Printer File E-Mail
Hourly Daily Weekly Monthl
yConsole Group 1
Console Group 1
124000
124000
Console Group 1
Console Group 1
124000
Usage Profile
Capacity Required Profile
Traffic AnalystOperator Console
On-Demand Via
Web Browser
Activity
•
ACL Profile
•
Call Profile
•
Time Utilization
•
Usage
•
“What-If”
Operator
Consoles
•
Console Groups
What-if Modeling
Slide 7
Traffic AnalystEnvironment
Traffic Analyst Server/
Workstation
Traffic Analyst
Communicates
with One or
Many PBXs
Traffic AnalystAdministrator
Client Workstation(s)
optional
Traffic AnalystWeb Server
optional
Traffic AnalystWeb Browser
optional
Most Users Will
Use a Web
Browser to
Access Traffic
Analyst
Serial ConnectionOptions
Direct
Dial Up
TerminalServer
T/S
Siemens ROLM
T/S
HiPath Mgr
RSM 5000
Nortel
T/S
OTM
Slide 8
Know service levels
Reduce complaints about operator availability
Manage operator productivity
Optimize investment in operator consoles
Single view across:
Siemens platforms (AC-4, AC-WIN, Attendant Console)
Multiple switch manufacturers (Siemens, Nortel)
Traffic AnalystWhy You Will Love It
Console
Requirements
Personal
Call Abuse
Operator
Productivity
Operator
Availability
Thank You!
Slide 10
Traffic AnalystReports: Activity Summary
Operator Consoles
&Console Groups
•Call Counts
•Call Lengths
•%
Occupancy
•Blockage
<Back>
Slide 11
Traffic AnalystReports: Average Call Length Profile
Operator Consoles
&Console Groups
• Console Calls
• External• Internal• Recalls• Redirects
• Personal Calls
<Back>
Slide 12
Traffic AnalystReports: Call Profile
Console Groups
•Console Calls
• External• Internal• Recalls• Redirects• Abandone
d
•Personal Calls
<Back>
Slide 13
Traffic AnalystReports: Time Utilization
•Time Allocation
• Console• Personal• Idle
•Percent of Total
Operator Consoles
&Console Groups
<Back>
Slide 14
Traffic AnalystReports: Time Utilization & Service Levels
Console Groups
• Time Allocation
• Available• By Call
Type• Night Key
• % Occupancy
• % Abandoned
<Back>
Slide 15
Traffic AnalystReports: Usage Profile
Console Groups
• Inbound
• Outbound
• Total
<Back>
Slide 16
Traffic AnalystReports: Capacity Profile
Console Groups
• Required Consoles
• Current Capacity
Current C
apacity Line
<Back>
Slide 17
Erlang CErlang BExtended Erlang BErlang EngsetPoissonMMCK
Traffic Analyst Reports: What-If Modeling
Console Groups
Definitive, easy to understand service metric
• Dates
• Engineering Model
• Service Level
• Call Volume
• Call Length
<Back>
top related