contact analyzer user console user guide

Contact Analyzer

User Console

User Guide

Release 1.7.8

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Table of Contents

1 Introduction ........................................................................................................................................... 1

Browser Access .............................................................................................................................. 3

Login ............................................................................................................................................... 3

2 User Console .......................................................................................................................................... 4

Running a Report ........................................................................................................................... 5

Using Reports ................................................................................................................................. 6

Standard Reports ........................................................................................................................... 7

2.3.1 Caller On Hold Report ...................................................................................................................................7

2.3.2 Executive Complaint Report...........................................................................................................................9

2.3.3 Outbound Calls Report ................................................................................................................................11

2.3.4 Queue Wait Time Report .............................................................................................................................11

2.3.5 Short Duration Report .................................................................................................................................12

Ad Hoc Report .............................................................................................................................. 13

2.4.1 Defining An Ad Hoc Report Input Filter....................................................................................................13

2.4.2 Selecting Ad Hoc Report Output Fields ...................................................................................................15

Profile Reports ............................................................................................................................. 16

2.5.1 Input Filters ..............................................................................................................................................16

2.5.2 Profile Report Graphs ..............................................................................................................................18

Filters ........................................................................................................................................... 19

2.6.1 Saving Filters ...........................................................................................................................................19

2.6.2 Loading Filters .........................................................................................................................................20

2.6.3 Deleting Filters .........................................................................................................................................21

Passwords .................................................................................................................................... 22

3 Appendix A: Frequently Asked Questions .......................................................................................... 25

I see lots of NULL’s in the item names in CA, is that normal? ..................................................... 25

The names in CA are not the same as they are in CMS, what is the format for the names in CA? 25

How fast will call records appear in CA? ..................................................................................... 25

What are the references to Pentaho within the CA user interface and at the Linux level? ....... 26

What is the difference between custom reports and filters? ..................................................... 26

When I manually type my filter into the “Input filter” box the query does not always work. ... 26

When I compare segment start times from CA to another system like a call recorder, they do not line up. ............................................................................................................................................... 26

When I compare UCID’s (Universal Call Identifier) between CA and another system, they do not seem to line up for segments of the same call. ................................................................................ 27

4 Appendix B: Common Input Filters ..................................................................................................... 28

Find All Activity For A Specific Agent ........................................................................................... 28

Find Long Or Short Customer Calls .............................................................................................. 28

Find A Specific Customer Call ...................................................................................................... 29

Find The Destination Of Transfer And Conference Calls ............................................................. 29

Find Abandoned Calls For A Specific Skill .................................................................................... 30

Identify Repeat Callers Whether Answered Or Abandoned ....................................................... 30

List Call Work Codes By Agent ..................................................................................................... 31

Outbound Calls For Aux Reason Code States .............................................................................. 31

Additional Ad-Hoc Report Queries .............................................................................................. 32

5 Appendix C: Support for New Call Center Features ........................................................................... 34

Enhancements for CMS / ECH 16.1 ............................................................................................. 34

Enhancements for CMS / ECH 16.3 ............................................................................................. 34

Enhancements for CMS / ECH 17................................................................................................. 35

Enhancements for CMS / ECH 18................................................................................................. 35

Enhancements for CMS / ECH 18_1 ............................................................................................ 36

6 Appendix D: ECH – CMS Differences ................................................................................................... 37

7 Appendix E: CA to ECH Name Mapping ............................................................................................... 40

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1 Introduction

Contact centers create vast amounts of customer data – a potential wealth of intelligence and insights. The data collected by a contact center can be mined to optimize the performance of the contact center, while building customer loyalty and creating competitive advantage. To realize this goal, Avaya offers Contact Analyzer that provides flexible and customizable reports at a unique level of granularity. These reports provide an understanding of any individual transaction and complement the summary view of overall performance available in Avaya Call Management System (CMS).

Contact Analyzer uses detailed call data to deliver insights into many aspects of the contact center performance beyond what you can gain at the summary level. Contact Analyzer can help contact centers and business managers improve agent performance by providing quantifiable feedback. It increases customer satisfaction and loyalty by providing insights into common customer complaints, abandon trends, and other usage patterns. It facilitates improvements in business policies and routing processes, a win-win situation for companies and customers alike.

Contact Analyzer provides the following standard reports:

• Caller On-Hold: Analyzes calls in which the caller is placed on hold. The following parameters are used to analyze the calls:

o Hold time o Number of holds per call o Caller abandoned from hold o Agent disconnected first o Specified set of skills

• Executive Complaints: Analyzes calls that may interest contact center administrators to find details of customer complaints. The following parameters are used to analyze the calls:

o Abandoned from hold o Agent disconnected first o Specified set of Automatic Number Identification (ANI). If the call is delivered via the

Voice Portal, the Customer ID is populated

• Outbound Calling: Analyzes specified agents outbound calling activity, such as calls made by agents to internal non-VDN destinations or calls made to destinations outside the contact center. The following parameter is used to analyze the calls:

o Originating agents

• Queue Wait: Provides detailed data for calls in which the caller waited in queue. The following parameters are used to derive the data from the calls:

o Queue time o Specified set of skills

• Short Duration: Provides a list of calls that the contact center administrators considers too short. The following parameter is used to analyze the calls:

o Talk time

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o Call transferred o Agent disconnected first o Specified set of skills

Contact Analyzer also provides some additional reports that enhance the customization capabilities. These reports can be used by analysts to obtain the precise information they need.

• Ad Hoc Report: Provides the ability to create new reporting outputs on the detail data using any field of the call detail.

o The Ad Hoc Report provides a custom report template along with the flexibility to search the detail data beyond the queries of the standard reports. For example, you can create a variation of the On Hold standard report using only additional criterion, such as specific agents.

o Provides a complete view of the caller experience within any of the Contact Analyzer standard reports from the initial contact to final resolution even when the call involves more than one switch.

• Call Profiling: o VDN Call Profile: Aggregates detailed data based on duration intervals for abandoned or

answered calls. This report also provides a graphical representation of results by VDN within a specific time or duration.

o Skill Call Profile: Aggregates detailed data based on duration intervals for abandoned or answered calls. This report also provides a graphical representation of results by skill set within specific time and duration parameters.

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Browser Access

Contact Analyzer is built on top of the open source Pentaho Business Intelligence Suite but does not utilize all of the Pentaho features.

Avaya has tested the Pentaho User Console application on the following browsers:

• Microsoft Internet Explorer versions 8 and later

• Mozilla Firefox 3.0 and later

• Google Chrome 12.0 The latest Adobe Flash plugin is also required. It can be downloaded for free from this URL: http://get.adobe.com/flashplayer/

Login

To login, open your web browser and navigate to the User Console Home Page for Avaya Contact Analyzer at http://<hostname>:<port>/pentaho/Login . Your System Administrator will provide the host name or IP address and the port number by default is 8080.

• Click the User Console Login button indicated by the arrow above

• A Login window appears as shown below. Enter your login name and password

• Optionally, put a check mark in the Launch in new window. A new browser window will open with Avaya Contact Analyzer User Console. It is necessary to configure your browser to allow pop-ups for this option.

• Click the login button to start Contact Analyzer or the Cancel button to exit

http://get.adobe.com/flashplayer/

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2 User Console

The left side of the window is the Browse and Files areas. Click the plus (+) button to open a folder showing available reports. In the display below, all report folders have been opened listing all Contact Analyzer reports.

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Running a Report Browse and File areas have been toggled off below:

The following are instructions that are common to all reports in Contact Analyzer:

• In the Date range drop down, choose a predefined option such as Last hour, Today,

Yesterday, etc., or choose Specific Limit to enter a date range. The Date/Time

range input changes as follows

• As desired, change the Maximum results to display. The default rows of data returned

is 100. The maximum number of rows is 100,000. Caution should be used as large volumes of data may overload memory allocation. Clear this field to have all results returned for that time period.

• Click Customize output fields to display available output fields and select the fields

desired. The context of the report determines the options available. The Ad Hoc Report

includes all data fields available in external ECH.

• Define input filters options allows the data to be filtered by any selectable item. Input

filter options are unique for each report.

• Additional screen space can be made available to display data by using the Browse Toggle button and by widening the data display area by dragging the borders indicated above.

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• Use the Save filters button for reports/filters that are used on a repetitive basis. Saved

Filters are associated with a report, but are not associated with a user ID. Name the filter then click OK. Filters names are case sensitive. Demo and demo are separate filters.

• To use a saved filter, click Load filters. Select a filter from the list and click OK. To delete a

filter no longer used, select a filter and click Delete.

• To run the report, click the View button. To return filter options to the default settings, click

the Reset button. Date Range and Maximum Results to display are not saved

with filters.

Using Reports

Contact Analyzer offers tools to aid in analyzing data. The report shown above is data is an Ad Hoc Report where the data area has been expanded to show more data. Below the right margin of the data, the number of call segment records returned is displayed.

• Sort – Data can be sorted by clicking any column heading name. Click once to sort in ascending order. Click again to sort in descending order. Sorting is very useful for analysis such as finding repeat callers by clicking on the Calling Party column. Also, the destinations for Transferred calls can be analyzed by sorting by Dialed Number.

• Rearranging Columns – Columns can be rearranged by selecting and dragging the column heading. For example, select and drag Dialed Number next to Originating Agent to analyze the destination of transfers or outbound calls.

• Export To Excel – Click the Excel icon in the upper right corner of a report to export to Excel. The Windows File Manager opens with options to rename the report and the location to which it is to be saved.

• Cradle-To-Grave Drill Down – The Contact ID column is what links call segments in a call chain together. The Contact ID column is blue bold and underlined. Click on any Contact ID and all call segments in the call chain representing the Cradle-To-Grave view for that call are displayed.

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The example shown is a call with two segments. By scrolling to the right we can see that the call originated on Disposition VDN 12335. The second segment shows that the call was answered by agent 01871 in skill 951.

Standard Reports

2.3.1 Caller On Hold Report

The Caller On Hold report provides the ability to analyze the caller’s experience and the agent’s behavior in the usage of hold time.

• Hold time filters results based on the amount of hold time for a single call segment in hours, minutes and seconds. Select short or long hold times.

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• Times held filters results based on the number of times a single call segment was placed on hold.

• Abandon from hold indicates whether the caller abandoned while on hold. Valid selections are Yes or No.

• Agent disconnect first indicates whether the caller or the agent terminated the call first. Valid selections are Yes or No. If the call was transferred, Agent disconnect first will always be Yes.

Click on the Search button to open the Search Panel. Select the desired skills or leave blank to search

all skills. In the Search Panel, click the Search button to display all available skills. To aid in searching

for skills, use the Search Filter options and enter a partial number or name.

NOTE: Selections should always be made using the Search Panel rather than typing in numbers or names. This ensures the correct syntax and data source for queries. This is especially important when data is collected from multiple CMS server and/or multiple ACDs.

Select the desired skill or skills by clicking the check box next to the left of the Source, ID and Name

columns. All skills can be selected by clicking the top check box. Click the single arrow to the right of the skill selection area to move the skills selected to the area at the right. Click the double arrow to move all skills to the right. The skills listed in the area to the right of the arrows will be used in the report.

If the Search Filter is not used and all skills are listed, they can be sorted by Source, ID or Name. Null will be listed as one of the options for Source, ID and Name. Exclude Null for the skills selected to select only call segment records associated with a disposition skill. When finished in the Search Panel, click the View button to run the report.

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Call segments matching the filter options selected are displayed. To export the data to Excel, click the

Excel icon in the upper right corner of the report. A File Location window will open to select a folder in which to save the Excel file.

2.3.2 Executive Complaint Report

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The Executive Complaint report provides the ability to find a call by the calling party number, also known at the ANI, and analyze the caller’s experience.

• Abandon from hold indicates whether the caller abandoned while on hold. Valid selections are Yes or No.

• Agent disconnect first indicates whether the agent terminated the call first. Valid selections are Yes or No. If the call was transferred, Agent disconnect first will always be Yes.

Calling parties is the telephone number of the caller. Enter one or more calling party numbers separated by a semicolon. Do not include hyphens or spaces. It is possible to use the Executive Complaint report for wild card searches using the * (asterisk). For example, find all callers from a specific area code by entering the area code followed by an asterisk without spaces (i.e. 720*) in the Calling parties area.

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2.3.3 Outbound Calls Report

The Outbound Calls report lists the outbound calls for one or more agents.

• Originating agents are selected using the Search Panel or leave blank to see all the outbound calls for all agents. For a description of using the Search Panel, see the Caller On Hold report description above.

2.3.4 Queue Wait Time Report

The Queue Wait Time report provides analysis of long or short queue times.

• Queue time allows searches for queue times by hours, minutes or seconds. The selection options can include long or short queue times.

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• Skills should be selected using the Search Panel. Access the Search Panel by clicking the Search icon. For a description of using the Search Panel, see the Caller On Hold report description above. The Skills input filter can also be left blank to search all skills.

2.3.5 Short Duration Report

The Short Duration report provides the ability to analyze long or short talk times. A common agent behavior that can be identified using the Short Duration Report is a short talk time and the agent disconnects first.

• Talk Time is selected by hours, minutes or seconds. Long or short talk times can be selected using the drop down options.

• Transferred indicates whether or not a transferred was initiated. Valid selections are Yes or No.

• Agent disconnect first indicates whether the caller or the agent terminated the call first. valid selections are Yes or No. If the call was transferred, Agent disconnect first will always be Yes.

• Skills should be selected using the Search Panel. Access the Search Panel by clicking the

Search icon. For a description of using the Search Panel, see the Caller On Hold report

description above. The Skills input filter can also be left blank to search all skills.

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Ad Hoc Report

The Ad Hoc Report broadens the choice of output fields and input filters to the full scope of ECH data. The Ad Hoc Report allows for focus on specific behaviors and business metrics beyond what the standard reports provide. The key to using the Ad Hoc Report is defining a unique input filter.

2.4.1 Defining An Ad Hoc Report Input Filter

Following is an example of an input filter to find abandoned calls for specific skills. The goal is to find short abandons, calls that abandoned before the service level target of 30 seconds.

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Add additional filter criteria by clicking a green plus button. Choosing the outside button adds criteria at the same level. Choosing an inside button adds criteria at a different level. Following is the same filter but Queue Time was added by choosing the inside plus button by Disposition Skill.

Between each filter item, choose AND or OR from the drop down. AND indicates that all items must be meet the defined criteria. OR indicates that either item must meet the defined criteria.

Choose an Operator from the drop down. Operators change depending on the data in the filter. For example, in the above filter, Queue Time offers more options that either Disposition or Disposition Skill.

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It is also possible to define multiple input filters for the same report. In the example where the filter defines calls that abandoned within the service level target of 30 seconds for skill 951, an additional

filter can be added to filter further for specific VDNs. All input filters can be saved by clicking Save

filters and reused. When the report is run, all input filters are executed.

2.4.2 Selecting Ad Hoc Report Output Fields

Output fields for the Ad Hoc Report include the full scope of External ECH data items. Data items are grouped by subject – Date/Time, Sources, Agent, Behaviors, Durations, Information, Results, Skill, VDN, Vector, Identifiers, and UUI. All External ECH data items can be included in the Output Fields by clicking the top check box labeled Select all. Or all data items in a specific group can be included in the Output Fields by clicking the check box of the subject such as the Date/Time group shown below.

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Profile Reports

Profile Reports are available for both VDNs and Skills. Examples shown are for skills and apply equally to VDN Profile Reports. Contact Analyzer Profile Reports differ from CMS Profile Reports in that the data in CMS is static once the call has completed and depends on the call profile increment definitions. Contact Analyzer Profile Reports are dynamic allowing time increments to be defined at run time.

The input filter items are similar to other standard reports such as the Date Range, Time Range and the Search Panel. The unique features of the Profile Reports are shown above.

2.5.1 Input Filters

• Time Grain changes from Hour or Day depending on date ranges selected.

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• Measure options are Abandoned or Answered.

• Periods allows the display of all Period Intervals or just one Period Interval can be selected.

• Period Intervals have default settings in seconds. Any or all Period Intervals can be changed by clicking the interval and enter a different value in seconds. Navigate forward or back through Period Intervals using Tab or Shift-Tab.

• The Input Panel can be collapsed when displaying tabular data and/or graphs by clicking the button in the upper right corner. When collapsed, a plus button is displayed to restore the Input Panel.

Following is a report showing all Periods. Click on the Total for a specific Period (in blue and underlined) to see a drill down of calls by skill for that Period by skill.

The following example shows only Period 3 (11 to 60 seconds), Month to Date which uses a Time Grain of Day.

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2.5.2 Profile Report Graphs

To see graphs, click on the Graphical tab. The Input Panel has been collapsed.

The drop down allows the selection of additional types of graphs.

Graphs can be enlarged by clicking the button in the upper right corner of the graph. Click again to restore to the original size.

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Filters Filters are used in Contact Analyzer to store report parameters into a filename on the CA system to make them easily accessible for running reports in the future.

Filters are global and are accessible by other users in CA. This is intended behavior so that one user can run the filter created by another user. It is recommended that a naming framework is adopted to make it easier to identify filters from other users. One that is commonly used is:

<name>_<filter>

For example:

Kevin_Calls_Abandoned_Under_30_Seconds

2.6.1 Saving Filters

To save a filter, click the Save filters button, type in the filter name, and click okay. If a filter already exists with the same name, it will be overwritten.

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2.6.2 Loading Filters

To load an already saved filter, click the Load filters button, select the filter name from the list, and click okay.

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2.6.3 Deleting Filters

To delete an already saved filter, click the Load filters button, select the filter name from the list, and click Delete.

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Passwords Starting with Contact Analyzer version 1.6.7, users can change their own password. On the User Console login page, click the Change Password link as show below.

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The following screen is displayed. Enter your user name, old password, new password and new password confirmation.

The New Password: and Password Confirmation: must match. Passwords are not displayed for security purposes. Password can consist of any combination of letters (upper and lower case), numbers or special characters. Passwords must be a minimum of 6 characters and a maximum of 50 characters.

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When completed, the following confirmation is displayed.

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3 Appendix A: Frequently Asked Questions

I see lots of NULL’s in the item names in CA, is that normal?

Contact Analyzer uses the CMS synonym names as they are defined in the CMS dictionary. If nulls

are encountered where they are not expected:

a. Check that the name is defined in the CMS dictionary.

b. Check that the call disposition is appropriate. For example, calls that were not answered will

have the answering agent set to null.

c. Check the pentaho.log file for errors in processing. See the appropriate commands in the

troubleshooting section above.

The names in CA are not the same as they are in CMS, what is the format for the names in CA?

Contact Analyzer allows for filters and searching on item names. For example, one could search for

all calls for the agent named “John Doe.” Having the same name defined across multiple ACD’s

would cause problems so CA imposes a unique naming standard:

Format: <item name> <space> <cms name> <underscore> <acd number>

Example: John Doe r3abcde_1

How fast will call records appear in CA?

CA uses the External ECH feature in CMS. Call records are processed by CMS when all segments of a

call are complete. These records are then cached in a file and processed either when the buffer is

full or the end of the interval is reached. The buffered files sent from CMS to CA where the files are

processed every 30 minutes.

It could take from 30 minutes to an hour for calls to show up in CA once they have completed.

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What are the references to Pentaho within the CA user interface and at the Linux level?

Avaya Contact Analyzer is built on top of the open source Pentaho Business Intelligence suite. There

are some remnants of Pentaho in the interfaces. Many of these exist because of copyright

restrictions and can be safely ignored.

What is the difference between custom reports and filters?

Custom reports have to be built at a lower level in Contact Analyzer. In order to hide this

complexity, the concept of filters is used. A filter allows for the end user to isolate only the rows

they would like to see based on the filter criteria. For example, a filter could be placed on the Ad-

Hoc report to only show the calls that have a disposition of 3 (abandoned).

Filters can be nested and can be applied to any data item in the report.

When I manually type my filter into the “Input filter” box the query does not always work.

In order for the underlying SQL to be correct, be sure to always use the “Search panel” to format

your queries. Since CA uses unique names and they must match exactly for the SQL to work, you

must use the search function.

When I compare segment start times from CA to another system like a call recorder, they do not line up.

CA tracks calls from the moment they seize the trunk to the moment the trunk is released in the

ACD. Many call recorders are administered to have a conference with the agent once the agent

answers the call. This causes the times to differ between the records in the call recorder and the

records in CA.

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When I compare UCID’s (Universal Call Identifier) between CA and another system, they do not seem to line up for segments of the same call.

Some systems can transfer the UCID between adjuncts and some systems cannot. It depends on the

configuration, call flow, routing setup, and even the specific hardware/software and vendors that

carry the call. CA does its best to provide a cradle to grave representation of the call through all

systems the ACD has visibility into. In some cases the UCID will be the same and in some cases it will

not.

Even if the UCID is not the same, CA has logic build in to attempt to tie calls together by other

means. Be sure that you are looking at the Contact ID report by clicking on the Contact ID link and

drilling down to the segment detail level to attempt to get all the segments of the call.

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4 Appendix B: Common Input Filters

Find All Activity For A Specific Agent a. Select and open the Ad-Hoc Report

b. Select date range, Maximum results to display and output fields

c. Click Add to define an input filter as follows. If Contact Analyzer is collecting data from one CMS

server and one ACD, the CMS and ACD filters can be excluded.

d. Click View

Find Long Or Short Customer Calls a. Select and open the Short Duration Report


c. Define input filters for Talk time, Transfers and Agent disconnects first. Leave Skills blank to

include all skills.

d. Click View

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Find A Specific Customer Call a. Select and open the Executive Complaint report

b. Select the date range, output fields, Abandon from hold, Agent disconnect first fields

c. In the Calling parties box, enter ANI or 10-digit telephone numbers of one or more calling parties

separated by a semicolon.

d. Click View

Find The Destination Of Transfer And Conference Calls a. Select and open the Ad-Hoc Report


c. Click Add to define an input filter as follows

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d. Click View

e. Click on the Dialed Number column heading to sort. The repeat conference and transfer

destinations will be listed multiple times.

f. If Contact Analyzer is collecting data from multiple CMS servers and/or multiple ACDs, add the

appropriate filters first for CMS and ACD as shown in example 1 above.

g. NOTE: Some transfer scenarios result in multiple call segments where the transfer flag may not be

on the correct segment. Be sure to look across all the segments for the call. Your specific routing

configuration and agent behaviors may cause the results to vary.

Find Abandoned Calls For A Specific Skill a. Select and open the Ad-Hoc Report


c. Click Add to define an input filter as follows

d. To see all abandoned calls, exclude the Disposition Skill filter

e. If Contact Analyzer is collecting data from multiple CMS servers and/or multiple ACDs, add the


f. Click View

Identify Repeat Callers Whether Answered Or Abandoned a. Select and open the Ad-Hoc Report

b. Select the date range, Maximum results to display and Output fields

c. Click Add to define an input filter as follows:

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d. To see all calls, exclude the Disposition Skill filter

e. Click View

f. Click the Calling Party column heading to sort. Repeat callers can be identified by multiple listings of

the same number.

g. If Contact Analyzer is collecting data from multiple CMS servers and/or multiple ACDs, add the


List Call Work Codes By Agent

a. Select and open the Ad-Hoc Report

b. Select the date range, Maximum results to display and Output fields. Be sure the Output

fields selected include Call Work Code 1, Call Work Code 2, Call Work Code 3, Call Work

Code 4, Call Work Code 5 and Last Call Work Code.


d. Click View

e. Click any of the Call Work Code column headings to sort.

f. If Contact Analyzer is collecting data from multiple CMS servers and/or multiple ACDs, add the


Outbound Calls For Aux Reason Code States a. Select and open the Ad-Hoc Report

b. Select the date range, Maximum results to display and Output fields. Be sure the Output fields

selected includes Originating Aux Reason Code.


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d. Click View

e. Click the Originating Aux column heading to sort by Aux Reason Code.

Additional Ad-Hoc Report Queries Following are additional behaviors that can be identified using the Ad-Hoc Report

BEHAVIOR FILTER SETTINGS RECOMMENDED OUTPUT FIELDS

Agent disconnects first

Answering Agent = <agent>

Agent Disconnects First = Yes

Conference = No

Transferred = No

Answering Agent

Disposition Skill

Calling Party

Talk Time

Agent Disconnect First

Calls answered by agents at each skill level

Disposition Skill = <skill>

Answering Agent != null

Disposition Skill

Answering Agent

Disposition Skill Level

Talk Time

Sort by disposition skill and skill level

Long wrap-up times


After Call Work Time > <seconds>

Answering Agent

Disposition Skill

Talk Time

After Call Work Time

Hold Time

Caller abandons while on hold



Abandoned From Hold = Yes

Answering Agent

Disposition Skill

Talk Time

Hold Time

Times Held

Abandoned From Hold

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BEHAVIOR FILTER SETTINGS RECOMMENDED OUTPUT FIELDS

Identify handle time by call


Answering Agent != null

Answering Agent

Disposition Skill

Talk Time

Hold Time

Times Held

After Call Work Time

Export to Excel. Add Talk Time + Hold Time + After Call Work Time.

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5 Appendix C: Support for New Call Center Features

Enhancements for CMS / ECH 16.1 Requires CM 5.2 and CMS 16.1

CALL CENTER FEATURE ECH DATA ITEM DEFINITION

Interruptible Auxiliary Work

INTERRUPTDEL Whether the call is delivered when agent is interrupted from an interruptible aux state.

Routed to Agent by Skill Level

AGENTSURPLUS Whether the call is delivered under agent surplus or call surplus condition.

0 = NA

1 = Call surplus: ACD call was routed to the agent after waiting in the queue.

2 = Agent surplus: ACD call was routed to the agent without waiting in the queue.

AGENTSKILLLEVEL Level assigned to the agent for the skill the call is delivered to

PREFSKILLLEVEL Whether the call is delivered via the preferred skill level check vector command.

0 = NA: Call was not delivered via the preferred skill level command or no skill preference was specified.

1 = not preferred: Agent's level for the skill does not match the level specified in the check vector command.

2 = preferred: Agent's level for the skill matches the preferred skill level specified by the check vector command.

Enhancements for CMS / ECH 16.3 Requires ICR 2.0 or AAEP 6.0, CM 6.2, CMS 16.3 or APC 7.0


Intelligent Customer Routing (ICR)

ICRRESENT After a call is pulled back, whether the call was re-sent or re-queued to the CM by ICR.

0 = no

1 = yes

ICRPULLREASON The reason a call was pulled back by ICR.

0 = Call not pulled back

1 = Resources not available

2 = Wait time increased drastically

3 = Caller receiving treatment

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4 = Network failure recovery

5 = VP failure recovery

6 = Caller interaction

CALL_DISP Enhanced adding a new disposition:

8 – ICR-pulled

DISPPRIORITY Enhanced adding a new priority:

7 - Redirect

Additional call center features supported for CM 6.2. A Contact Analyzer Ad-Hoc report can list calls for specific AUX Reason Codes identifying details for ROIF, RONA and ROOF incidents.

• ROIF – Unique AUX Reason Code assigned for Redirection on IP Failure

• RONA – Unique AUX Reason Code assigned for Redirection on No Answer

• ROOF – Unique AUX Reason Code assigned for Redirection on OpTIM Failure. (Off Premise

Telephone Integration and Mobility endpoint). Before delivering a call to an OpTIM endpoint,

this feature checks for IP connectivity and if IP connectivity is not acknowledged invokes RONA

and the call is pulled back.

Enhancements for CMS / ECH 17 Requires CMS 17.


Agent Attributes

ORIG_ATTRIB_ID Originating agent attribute ID (reserved for future use)

ANS_ATTRIB_ID Answering agent attribute ID (reserved for future use)

OBS_ATTRIB_ID Observing agent attribute ID (reserved for future use)

Enhancements for CMS / ECH 18 Requires CMS 18 and CM 7 or CM 8. See below for CM version

CALL CENTER FEATURE ECH DATA ITEM MODIFICATION

Agent Attributes – CM7

ORIG_ATTRIB_ID Increased to 20 characters

ANS_ATTRIB_ID Increased to 20 characters

OBS_ATTRIB_ID Increased to 20 characters

Dial Plan Changes – CM8 DISPVDN Increased to 16 characters

FIRSTVDN Increased to 16 characters

ORIGLOGIN Increased to 16 characters

ANSLOGIN Increased to 16 characters

LASTOBSERVER Increased to 16 characters

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VDN2 Increased to 16 characters








Tenant Partitioning All CM versions

TENANT_NUM Tenant Number

Enhancements for CMS / ECH 18_1 Requires CMS 18_1 and CM 8


Avaya-Afiniti

Externally Controlled Distribution

ECD_NUM Reserved for future use (4 bytes)

ECD_CONTROL Call was sent to the agent by Externally Controlled Distribution (1 byte – 0 or 1)

ECD_INFO Information specific to the Externally Controlled Distribution application (1 byte)

ECD_STR Reserved for future use (char(17))

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6 Appendix D: ECH – CMS Differences Comparisons between CMS and ECH are not ideal because the way CMS records data is different that the ECH. ECH records a call on per call basis, which means as soon as the call arrives and read by SPI process (switch protocol interpreter). Whereas, CMS reports that same call in the interval in which the call and associated ACW time ends.

Although ECH uses the same SPI messages from Communication Manager as CMS, the process that writes the data is different.

FEATURE / DATA ITEM

ECH – CMS DIFFERENCE

ATTRIBUTION

CALL HISTORY attribution begins when the call begins (segstart). CMS calls and call-based time values are counted when the call, along with associated ACW time, is completed. Therefore, aggregations (counts) at the interval level probably will not match CMS.

AGENT STATES

CMS agent traces contains data that is complimentary to CALL HISTORY. Agent traces are agent focused with a record based on the agent state change while CALL HISTORY is call focused. CALL HISTORY does not contain agent states. CALL HISTORY does not include time values for agents such as TI_STAFFTIME, TI_AUXTIME, TI_AVAILTIME, I_ACWTIME, TI_OTHERTIME that are not associated with calls. CALL HISTORY does include the portions of TI_AUXTIME and I_ACWTIME/ACWTIME that are associated with calls.

ACWTIME

CMS has the call based ACWTIME and the interval based I_ACWTIME. I_ACWTIME

includes call related and non-call related ACW time.

CALL HISTORY has only ACWTIME associated with a call which is equivalent to the CMS call based ACWTIME.

TRANSFERRED/ CONFERENCE

Transfers/Conferences are initiated on the first press of the Transfer/Conference button and completed on the second press of the Transfer/Conference button. CMS counts a call as TRANSFERRED/CONFERENCE when completed (second press of the button). CALL HISTORY sets the TRANSFERRED / CONFERENCE field as yes (1) when initiated (first press of the button). A Transferred / Conference results in an additional segment record. CMS Transfers / Conferences include all calls – ACD calls as well as extension calls. CALL HISTORY can differentiate by call type based on the disposition (ACD call, Extension-In call, Extension-Out call, Direct Agent call)

TRANSFER AND CONFERENCE DESTINATION

One of the most frequent requests is to identify the destination of transfers and conferences. CMS transfers and conference calls include all calls transferred or

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FEATURE / DATA ITEM


conferenced aggregated by Interval, Day, Week and Month. Destinations are not provided. CALL HISTORY can identify transfers and conferences by call type based on the call disposition and the destination by viewing the DIALED_NUM field.

CONSULTTIME

CMS has no equivalent to CONSULTTIME. CONSULTTIME in CALL HISTORY is the talk time between the time a conference / transfer is initiated until completed (second press of the button). CONSULTTIME also includes all outbound talk.

AGENTSKILLLEVEL DISPSKLEVEL

CMS does not report ACD calls by agent at each skill level.

CALL HISTORY shows the skill level for the disposition skill of the agent who answered the ACD call. Skill level are shows as 1 – 16, 51 (Reserve 1) and 52 (Reserve 2). This is helpful to determine if staffing levels of primary and backup agents are appropriate.

CWC1 – CWC5 LASTCWC

CMS reports activity for Call Work Codes by CWC only. This is a major issue that diminishes the usefulness of Call Work Codes. CALL HISTORY reports activity for Call Work Codes by agent, skill, VDN and vector. Also CALL HISTORY will report up to five work codes entered by the agent for each call.

LASTDIGITS

CMS does not report the entries from a collect digits vector step stored in the collect digits buffer.

CALL HISTORY does report the contents of the collect digits buffer as LASTDIGITS. If the caller is prompted multiple times, only the last digits collected in each call segment will be reported as LASTDIGITS.

ASAI_UUI

CMS does not provide reporting on the contents of the UUI field.

Recent versions (CMS 16.X and later) of the ECH_Handler can convert the contents of the ASAI_UUI field from HEX to ASCII and can be reported in CALL HISTORY. This can be useful when CTI applications or the contents/values for vector variables are stored in the ASAI_UUI field. Non-printable values are converted to a value such as underscore or space.

ANSHOLDTIME ORIGHOLDTIME HELD

In CMS agent reports, HOLDTIME includes hold time for ACD calls and extension calls. It is not possible to report hold time at granular levels for extension calls such as inbound, outbound, internal, external, etc. CMS reports HOLDCALLS as once for a call as having been placed on hold regardless of the number of times the call was placed on hold.

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FEATURE / DATA ITEM


CALL HISTORY can report hold time at more granular levels based on the call disposition (call type and direction). Also, CALL HISTORY reports the number of times a single call was placed on hold along with the total hold time.

DISPTIME

CMS provides total and average time values for queue time, ring time and, for VDNs, time in the vector before the call is queued, as ANSTIME aggregated in time increments such as Interval, Day, Week and Month. CALL HISTORY provides the time values for each step through the call flow – the time spent in the vector prior to queuing, QUEUETIME, RINGTIME, TALKTIME and ANSHOLDTIME. DISPTIME includes the time in vector processing, time in queue and time ringing/VOA. The calculation (DISPTIME – QUEUETIME – RINGTIME) provides the time in vector processing prior to queuing. Time in vector processing may include time routing through multiple VDNs (FIRSTVDN, VDN2-VDN9, DISPVDN) playing announcements, etc. before the call is queued.

OBSERVINGCALL LASTOBSERVER

CALL HISTORY will have a separate segment with an indicator (yes as 1) in OBSERVINGCALL for each observer. The identity of the last observer’s login ID is reported in LASTOBSERVER.

ANSREASON ORIGREASON

CMS reports extension calls and associated talk time values in aggregate form as ACWINCALLS, AUXINCALLS, ACWOUTCALLS, AUXOUTCALLS, ACWINTIME, ACWOUTTIME, AUXINTIME AND AUXOUTTIME. CMS does not provide a way to report extension in/out calls by Aux Reason Code. CALL HISTORY provides the AUX Reason Code for each extension in/out call as ANSREASON for extension-in calls and ORIGREASON for extension-out calls.

SWITCH-TO-SWITCH CALLS

CMS provides aggregate metrics for calls that interflow between two Communication Manager Media Servers. CALL HISTORY can track calls between Communication Manager Media Servers using the UCID. The first 5 characters of the UCID is the CM node number. The first five digits of the UCID in the first segment of a call in the receiving CM will contain the node number of the originating CM.

INFORMATION INDICATOR DIGITS (II DIGITS)

Call flow vectors can use the conditional II DIGITS in call routing such as: goto vector 999 if ii-digits = 29 (prison/inmate service)

goto step 15 if ii-digits = 63 (roaming cell phone) CMS does not provide reporting on calls that meet the ii-digits conditional. CALL HISTORY reports the information indicator digits for the caller as CALLING_II.

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7 Appendix E: CA to ECH Name Mapping The Avaya Call Management System External ECH documentation uses different names than Contact Analyzer for the data items. A mapping of Contact Analyzer to External ECH names is listed below.

Contact Analyzer ECH Document

Start Date SEGSTART

Start Time SEGSTART

Start Datetime SEGSTART

End Date SEGSTOP

End Time SEGSTOP

End Datetime SEGSTOP

Acd ACD

Cms (CMS name, created by Contact Analyzer)

Answering Agent ANSLOGIN

Answering Agent Location ANS_LOCID

Origination Agent ORIGLOGIN

Origination Agent Location ORIG_LOCID

Last Observer LASTOBSERVER

Observing Agent Location OBS_LOCID

Originating AUX Reason Code ORIGREASON

Answer AUX Reason Code ANSREASON

Agent Skill Level AGENTSKILLLEVEL

Preferred Skill Level PREFSKILLLEVEL

Direct Agent Call DA_QUEUED

Abandoned From Hold HOLDABN

Conference CONFERENCE

Transferred TRANSFERRED

Agent Disconnect First AGT_RELEASED

Assist ASSIST

Observed Call OBSERVINGCALL

Malicious Call MALICIOUS

Audio Difficulty AUDIO

Times Held HELD

Queue Time QUEUETIME

Net In Time NETINTIME

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Ring Time RINGTIME

Hold Time ANSHOLDTIME

Originating Hold Time ORIGHOLDTIME

Talk Time TALKTIME

Duration DURATION

Disposition Time DISPTIME

Consult Time CONSULTTIME

After Call Work Time ACWTIME

Calling Party CALLING_PTY

Dialed Number DIALED_NUM

Collected Digits LASTDIGITS

II Digits CALLING_II

Equipment Location ID EQ_LOCID

Equipment Location EQLOC

Trunk Group TKGRP

Agent Surplus AGENTSURPLUS

Interrupted from AUX INTERRUPTDEL

Disposition CALL_DISP

Call Work Code 1 .. 5 CWC1 .. CWC5

Last Call Work Code LASTCWC

Event 1 .. 9 EVENT1 .. EVENT9

Call Priority DISPPRIORITY

Disposition Skill DISPSPLIT

Skill DISPSPLIT

Disposition Skill Level DISPSKLEVEL

Skill 1 .. 3 SPLIT1 .. SPLIT3

Disposition VDN DISPVDN

VDN 1 FIRSTVDN

VDN 2 .. 9 VDN2 .. VDN9

Disposition Vector DISPIVECTOR

Vector 1 FIRSTVECTOR

Call ID CALLID

Call Segment SEGMENT

Contact ID (unique ID, created by Contact Analyzer)

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Universal Call ID (UCID) UCID

UUI Length UUI_LEN

User to User Information (UUI) ASAIUUI

Tenant TENANT_NUM

ECD Number ECD_NUM

ECD Control ECD_CONTROL

ECD Information ECD_INFO

ECD String ECD_STR

contact analyzer user console user guide

Documents