Avaya IQ Overview Tutorial

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2007 Avaya nc. All rights reserved. Avaya Proprietary & Confidential. Under NDA
Avaya IQ: Overview Avaya IQ: Overview
TutoriaI
Begin tutoriaI
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About this tutoriaI
This tutorial is a self-paced reading assignment designed to give you a general
overall understanding of Avaya Q. Examples, using the BP Sullivan company, are
used throughout this tutorial to help demonstrate the real-life application of Avaya Q
features.
Navigation
Some sections contain hypertext links that provide more detailed information. The
navigation buttons in the lower right corner of each slide enables you to do one of the
following:
Proceed to the next slide or review a previous slide
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About the BP SuIIivan company
BP Sullivan has been in business since 1954 manufacturing cardboard boxes.
The company carries a line of standard boxes which accounts for 60% of
production. The other 40% of production comes from specialty boxes, designed
and manufactured to fit individual customer requirements. BP Sullivan is a multi-
national company with a client base that includes major wholesale, retail, and e-
commerce companies spanning all industries.
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After reading this tutoriaI, you shouId be abIe
to.
Provide a general description of Avaya Q
Match the Avaya Q function with the contact center challenges it solves
List the features and related benefits of Avaya Q
dentify the functional components and adjuncts of Avaya Q
Describe the advantages of Avaya Q deployments in terms of design flexibility
Describe how Avaya Q enhances CMS
dentify the resources available in support of Avaya Q
Define new reporting terms as they relate to Avaya Q
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hat wouId heIp you better understand this
tutoriaI?
Previous experience with CMS or equivalent
contact center reporting software
Contact center functional knowledge (concepts
and terminology)
Experience in contact center operations and
management including:
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TutoriaI moduIes
The following modules are contained in this tutorial:
Module 1: Avaya Qan introduction
Module 2: Avaya Q features
Module : A deeper dive into Avaya Qa functional description
Module 4: Avaya Q design flexibilitywhich design works for your call center?
Module 5: Avaya Q and CMS
Module 6: Help is available
Module 7: Glossary
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Avaya's next generation
reporting pIatform
How Avaya IQ soIves
common contact center
chaIIenges
System requirements
Supported Ianguages
ModuIe 1: Avaya IQ -
introduction
ModuIe 1: Avaya IQ -
introduction
Avaya IQ
State of the Art Contact
Center Reporting
Avaya IQ-The next generation
Customers and analysts have acknowledged Avaya Call Management System
(CMS) as the gold standard for contact center reporting. Customers asked
Avaya to provide the next step in the evolutionary path of reporting, and the
answer is Avaya Q.
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How Avaya IQ soIves common contact center
chaIIenges
There are general challenges that every contact center experiences. Avaya has
addressed these challenges and many more with Avaya Q. The following are
some of the user groups that will benefit greatly with Avaya Q:
Administrators
Report users
Business unit leads
Technicians
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Administration chaIIenges addressed by
Avaya IQ
ChaIIenge: Administering agents across systems
For most contact center reporting systems, agent administration must be manually
coordinated across systems (the switch and the reporting system); thereby requiring
administrators to enter the same agent data twice.
BP SuIIivan scenario
BP Sullivan has hired five new agents to support contacts related to their new recycling
service. Lyle, the T & Telecomm director, adds the five new agents on the
Communication Manager and simply allows it to automatically transfer the agent data to
Avaya Q.
Administering agents only once reduces the time Joe spends adding agents to the
system. Before using Avaya Q, Lyle would have to add every new agent twice: once on
the switch and again on the reporting adjunct.
SoIution: Avaya IQ one-time administration
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#eport user chaIIenges addressed by Avaya IQ
Combining inbound and outbound call data from different systems
Distributing reports to all users
Creating reports relevant to user needs
This tutorial discusses solutions for the following three reporting challenges:
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ChaIIenge: Combining inbound and outbound caII data from different systems
Traditionally, consolidating inbound and outbound reports is done manuallya labor-
intensive and not always accurate method.
BP Sullivan is starting to use its agents to make proactive contact with their customers
during slack periods. Since implementing this strategy, Rosita manages agents that
support both inbound calls (from the switch) and outbound calls (from the predictive
dialer). She often wants to understand at which activities her agents are most
successful. Prior to Avaya Q, Rosita, spent a lot of her time manually consolidating
reports by printing reports from each system, and then combining both reports into a
formatted spreadsheet.
Since BP Sullivan began using Avaya Q, Rosita no longer has to manually integrate
reports to get a consolidated view of the data. Because Avaya Q receives data from
the Automatic Call Distribution (ACD) and the predictive dialer, it can merge the
inbound and outbound call data into a single report for Rosita to view and better
understand agent performance.
SoIution: Avaya IQ bIended agent reports
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ChaIIenge: Distributing reports to aII users
Providing data to people in different locations throughout the world was not always efficient
and effective.
BP Sullivan is a global company with offices in the US and in other countries. t's main site is
located in the US. Louise, a US supervisor, is interested in seeing data for the specific
agents and queues that she manages whereas Hong, a China supervisor, is interested in
data for his own agents and queues. B. Sullivan, the CEO, is interested in seeing
consolidated data for multiple site locations. Each of these people need access to reports
that will provide them with the data they need to successfully manage their areas of the
business.
Prior to implementing Avaya Q, BP Sullivan had challenges distributing reports to all of the
people who needed to see and analyze data. Now with Avaya Q's Web-based reporting,
users can access reports that are most important to them through a URL. n addition, BP
Sullivan's T support for remote users is reduced because with a Web-based system there is
no need to buy and maintain a client application on each desktop.
SoIution: Avaya IQ eb-based access to reports
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ChaIIenge: Creating reports reIative to user needs
Viewing the same data presented in ways appropriate for different contact center personnel
was not always feasible due to the different needs of each report user.
MuItiIinguaI: Juanita, a Mexico City supervisor for the BP Sullivan company, requires reports
to be in her native language, while Wolfgang, a Germany supervisor requires reports to be in
his native language of German. With Avaya Q, both supervisors can create reports in their
native language. n addition, the CEO can view data from all locations using his choice of
language.
SoIution: Avaya IQ muIti-Ianguage, out-of-the box reports, and muItipIe time zones
Out-of-the box reports: BP Sullivan is a growing company and its priority has been on
increasing their agent population to support the growth. t does not have the programming
personnel that would be required to create custom reports from scratch. However, this is not
a problem for BP Sullivan because of Avaya Q's out-of-the-box reports (over 200) and
Report Designer feature. BP Sullivan relies almost solely on the out-of-the-box reports and
does some modifying of standard reports using the Report Designer without needing to
acquire programming resources.
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BP SuIIivan scenarios continued
MuItipIe time zones: Each BP Sullivan supervisor wants to see data for their specific
location, time zone, function, or organization. Hong in China requires the same type of
data that his counterpart in Mexico requires; however, both supervisors need the data to
reflect their specific location, time zone, agents, queues, and so forth. Since installing
Avaya Q, BP Sullivan can accommodate all its supervisors regardless of where they are
located and who and what they manage. This is possible because of Avaya Q's ability to
consolidate reporting across the enterprise while maintaining the ability to report on the
activities of each agent, queue, and routing point group or based on how users want to
view their data.
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Business unit Iead and technician chaIIenges
addressed by Avaya IQ
Scalability
Optimum performance
Avaya Q provides more flexibility than any other reporting solution. Most reporting
solutions deploy the application and database software on one server. Avaya Q
uses modular software functions that can be deployed on one server or across
many servers, depending on your requirements. The following are the benefits of
this architecture:
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ChaIIenge: ScaIabiIity
Expanding an existing contact center design was not always cost effective or efficient.
BP Sullivan has grown extensively since it purchased Avaya Q. t has added agents,
additional locations, and just implemented a recycling service. All of this growth has
put a strain on BP Sullivan's initial reporting architecture. Because of Avaya Q's
distributed architecture, BP Sullivan simply added a new server without having to
retire their old one. User requests are processed by any available server.
SoIution: Avaya IQ's scaIabIe, distributed architecture
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ChaIIenge: Optimum performance
Optimizing performance for the reporting system was not always achievable due to
the particular design of the system.
Prior to Avaya Q, BP Sullivan had difficulty tuning the performance of their reporting
system because the reporting software and the database software were on the same
server. Both applications had different and competing performance characteristics. For
example, BP Sullivan's database required large memory buffers for report queries,
while the reporting application needed memory for its users.
With the installation of Avaya Q, BP Sullivan is able to distribute Avaya Q (reporting
software) and the database onto separate servers so that each application was
optimized to provide the highest performance.
SoIution: Avaya IQ's design fIexibiIity
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System requirements
Avaya IQ host
Red Hat Enterprise Linux 4, Update 4 or 5, ES or AS, for x6 platforms, 2-bit
Oracle 10G R2 (10.2.0.2) plus patch 509444) server software
Network Time Protocol client software
Database host
Oracle 10G R2 (10.2.0.2) plus patch 509444) server software
Any OS that supports the required version of Oracle
eb browser software (at each users' PC)
Microsoft Windows XP SP2
Microsoft nternet Explorer 6.0 SP2
Microsoft nternet Explorer 7.0
Firefox 2.0
Acrobat Reader 4.0 or later
Microsoft Excel 2000 or later
Printer access for printing reports
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Supported Ianguages
Current Ianguages
English
Chinese (Simplified)
French
German
Japanese
Korean
Portuguese (Brazil)
Future Ianguages wiII incIude:
Russian
Thai
Dutch
talian
Spanish (Latin)
Chinese (Traditional)
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Standard reporting features
PopuIar reporting features
Differentiating reporting features
ModuIe 2: Avaya IQ features ModuIe 2: Avaya IQ features
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Avaya IQ Standard Features
Avaya Q offers many Standard Features found today in other Avaya and industry
reporting solutions. These features are expected in any viable contact center
reporting solution.
These standard features include the following. Click on the feature for its definition.
Historical/Real-time reports
Agent monitoring
Thresholds
Scheduling
Third-party integration
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Avaya IQ PopuIar Features
These popular features include the following. Click on the feature for its definition.
Web Access
Role-based Permissions
dentity Management System ntegration
Detailed Data
Time Zone Properties and Daylight Savings
Rule
Scalability
Name Synchronization
Avaya Q also offers many Popular Features which customers agree are the most
desirable.
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Avaya IQ Differentiating Features
These differentiating features include the following. Click on the feature for its definition.
Agent Behaviors
Blended Data
Analytics
Data Migration
Communication Data Mart
The following Differentiating Features truly separate Avaya Q from other reporting
products.
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ModuIe 3: A deeper dive into
Avaya IQ-a functionaI
description
ModuIe 3: A deeper dive into
Avaya IQ-a functionaI
description
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Avaya IQ FunctionaI Diagram
Avaya IQ
Enterprise
Integration
Enterprise
Databases
Identity
Management
Avaya
OperationaI
AnaIyst
Avaya CaII
Management
System
Data Export to
ExternaI
appIications
Browser-based
reporting and
administration
#eports
Communication
Data Mart
Network
Management
System
Data processing
Avaya
Communication
Manager
Avaya Proactive
Contact
Data Sources
Administration
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ModuIe 4: Avaya IQ design
fIexibiIity: which design works
for your caII center?
ModuIe 4: Avaya IQ design
fIexibiIity: which design works
for your caII center?
FIexibiIity and moduIarity
DepIoyment architecture
basics
Designing your contact
center
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FIexibIe and moduIar depIoyments
At a single site or distributed across multiple sites
On one application host computer or on multiple application host computers
Based on your need for data buffering across a Wide Area Network (WAN)
Based on your current and future capacity requirements for agents, supervisors,
call volumes, and so forth
The design of an Avaya Q system is flexible so that you can optimize the
configuration based on your specific needs and requirements. Avaya Q uses
modular software functions that can be deployed on one host computer or across
many host computers depending on your requirements. Avaya Q can be deployed:
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DepIoyment architecture basics
Avaya Q deployments begin with software subsystems that are combined to create
host functions. Host functions are then combined to create site patterns, which in
turn are used to create deployment patterns.
Host function Site Pattern
Subsystem
Subsystem
Subsystem
DepIoyment patterns
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DepIoyment architecture basics continued
Subsystems
All the Avaya Q software is organized into functional modules, called
subsystems. For example, all of the software written for event management is
contained within one subsystem, while all report management software is contained
within another subsystem. This type of modular architecture means that you can
deploy subsystems across multiple host computers. This can increase performance,
improve resiliency, and make growth easier and less expensive.
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Host functions
Subsystems are combined to create host functions. The best way to describe a host
function is to think of a specific Avaya Q software function, such as administration, and all of
the software subsystems that support this function. Data processing and reporting are other
examples of host functions. Each host function is deployed on its own host computer. Host
functions are enforced by administration during implementation.
List of host functions (see the gIossary for definitions for aII host functions)
Backend database
Data Processing
Administration
Reporting
All Functions
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Site patterns
A site pattern is a combination of host functions at one customer site. For example,
you can design your deployment so that one customer site does nothing but collect
data, while the another customer site performs all Avaya Q functions except data
collection.
About the different types of site patterns
Dual Hosts
Multiple Hosts
DepIoyment patterns
A deployment pattern is the combination of site patterns that create the entire customer
system. For example, a deployment pattern may consist of a site pattern at a local site
combined with the site patterns at one or more remote sites.
Deployment patterns that span sites are designed to provide the best performance,
reliability, and growth characteristics. For this release, there is one type of deployment
pattern which is the Consolidated deployment pattern.
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About ConsoIidated DepIoyment Patterns
All application host computers are consolidated at one main site
Communication Manager or Proactive Contact systems can be local or remote
Dual Hosts or Multiple Hosts site patterns can be at the main site
There are two types of Consolidated Deployment Patterns:
Dual Hosts Consolidated Deployment Pattern
Multiple Hosts Consolidated Deployment Pattern
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Avaya IQ design heIp
Avaya personnel use an mplementation Planning Tool to help determine the
equipment needed to successfully deploy Avaya Q for a specific contact center.
The tool provides:
Hardware sizing for the processor, memory, and disk
Network bandwidth recommendations for the host computers and the database
servers
Deployment recommendations for both local and remote sites
Configuration information needed by installers
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ModuIe 5: Avaya IQ and CMS ModuIe 5: Avaya IQ and CMS
How Avaya IQ buiIds upon
the strengths of CMS
Avaya IQ and CMS-co-existing
Migrating CMS data to Avaya IQ
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How Avaya IQ buiIds upon the strengths of
CMS
Avaya Q brings forward CMS' heritage and adds the following:
Enterprise view of the contact center:
Blended inbound-outbound voice reporting
Extensible data model
ncreased capacity
Additional multi-site reporting
Easier deployment
Platform choice
Web based reporting
Shared agent name administration with Communication Manager
Avaya IQ and CMS-co-existing
BP SuIIivan's use of running Avaya IQ and CMS in tandem
Prior to upgrading from CMS to Avaya Q, BP Sullivan chose to run Avaya Q and
CMS side-by-side. Minnie and Long, the Contact Center Directors, chose to do this
to allow time to transition and train their staff on Avaya Q over time while
maintaining their report needs on CMS throughout the implementation process. She
was also able to compare Avaya Q data and CMS data while both systems were
running concurrently.
BP Sullivan will migrate their CMS data six months after installing Avaya Q. The
migration will convert CMS interval data into a format that can be put into the Avaya
Q database. For Lyle, the T & Telecomm Director, this will be an easy migration
due to proper migration planning and the availability of the migration tool Avaya Q
provides. Also, with both systems running concurrently, applications connected to
the CMS can be migrated over time.
The ability to run Avaya Q and CMS concurrently affords you the time, if you choose,
to transition to Avaya Q at your own pace.
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Migrating CMS data to Avaya IQ
Data from Call Management System (CMS) and Operational Analyst (OA) can be
migrated to the Avaya Q database preserving comparison data for the future. You
can migrate the following types of date into Avaya Q:
CMS historical interval data agent, split or skill, and routing point (VDN)
data
OA External Call History (ECH) data
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ModuIe 6: HeIp is avaiIabIe ModuIe 6: HeIp is avaiIabIe
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Avaya IQ support
The following are ways to get help with Avaya Q:
Avaya ConsuIting and Systems Integration offers a complete range of
professional services that includes everything from initial planning and design
through support of the Avaya Q system.
Avaya technicaI support offers a place for you to report problems or ask
questions about Avaya Q.
Avaya GIobaI Services EscaIation Management provide the means to escalate urgent
service issues.
Avaya eb site provides Avaya Q product documentation, training, and so forth. Use
the following link to access the Avaya Web site: http://www.avaya.com
Avaya IQ hite Papers provide more information about the aspects of Avaya Q that are
different than other reporting systems. Use the following link to access white papers:
http://www.avaya.com/gcm/master-usa/en-us/products/offers/iq.htm&View=ProdResources
Product documentation is provided with the Avaya Q product as online Help
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Avaya IQ support, continued
Avaya IQ curricuIum provides the following nstructor Led Training:
Avaya Q Administration AV00927H00
Avaya Q Reports AV0092H00
Avaya Q mplementation, Maintenance and Troubleshooting AV00926H00
Avaya IQ CurricuIum provides the following self-paced courses:
Selling Avaya Q AVA005WEN
Avaya Q Overview Tutorial accessible through Avaya Q curriculum, Avaya Q Help
system, and the Avaya Web site
Avaya Q Basic Reports Tutorial - accessible through Avaya Q curriculum, Avaya Q
Help system, and the Avaya Web site
NOTE: All courses with a number (AVA00.) are provided through the Avaya Learning Center.
Go to the following Web site to register for these courses: http://www.avaya.com/learning
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ModuIe 7: GIossary ModuIe 7: GIossary
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GIossary
Administration host function: The configuration of only the subsystem software
functions involved in administration and data management on one host computer.
AII Functions host function: The configuration of all subsystem software on one host
computer with the exception of the database.
Backend Database host function: The configuration of the database on one host
computer.
Database host computer: A host computer where the database software used for
Avaya Q is installed. The database host computer is where the Backend Database
host function is installed
Data buffering: A function that saves the events being sent by a data source to a
buffer on a disk file or local database before being sent over the network. f the network
fails, the events continue to accumulate in the buffer.
Data Processing host function: The configuration of only the subsystem software
functions involved in processing events and data from the sources on one host
computer.
AppIication host computer: A host computer where the Avaya Q software is
installed. Application host computers can contain any of the host functions except the
Backend Database.
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GIossary, continued
Host Functions An Avaya Q software function. For example, administration and
all of the software subsystems that support the administration functions.
Queue - Also know as split/skill in Call Center Software and CMS, a queue is a
group of extensions that is staffed by agents trained to handle a certain type of
call.
#eporting: The configuration of only the subsystem software functions used by
the reporting applications, including access to all reports, historical and real-time
report execution, report authoring, and the Web server used for the reporting user
interface.
#outing point: A routing point is a destination to which calls requiring certain
treatments are directed. n Call Center Software and CMS a routing point is called
a Vector Directory Number (VDN). The VDN is then assigned to a vector which
contains the program for handling calls to that VDN.
Site: A customer location where Avaya Q host computers are deployed.
Source: A system or application that provides data to Avaya Q. For example,
Communication Manager and Proactive Contact are considered data sources for
Avaya Q.
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GIossary, continued
Subsystems: Avaya Q software organized into functional modules. For example,
all of the software for event manager is contained within one subsystem, while all
report management software is contained within another subsystem.
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Back
DuaI Hosts site pattern
The Dual Hosts site pattern has the following characteristics:
Located at the main site
All Avaya Q functions are on one application host computer, except for the database
Recommended for customers with limited projected growth. Expansion requires
upgrading or replacing the existing host computer, or redeploying as a Multiple Hosts site
pattern.
The following table lists the number of host functions in a Dual Hosts site pattern:
Host function AIIowed quantity per site
All functions One
Backend Database One
All functions
Communication
Manager
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Back
MuItipIe Hosts site pattern
The Multiple Hosts site pattern has the following characteristics:
Located at the main site
For customers anticipating growth or require higher capacities than Dual Hosts
Avaya Q functions are distributed across multiple application host computers for reliability
Can be easily expanded by adding more Data Processing host computers.
The following table lists the number of host functions in a Multiple Hosts site pattern:
Host function AIIowed quantity per site
Data Processing One or more
Backend Database One
Reporting One
Administration One
Data Processing
Administration
Communication
Manager
Reporting
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HistoricaI #eports
Historical Reports show previous events for various agents, queues, or
routing points. Historical reports help summarize call data into totals showing
the trend in performance on all levels.
#eaI Time #eports
Real Time reports show activity on agents, queues, or routing points for the
current interval. Real Time reports are automatically refreshed with the
latest information.
Back
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Agent Monitoring
Avaya Q provides specific reports of agent work status including call
duration, auxiliary work state (AUX), and idle giving a full picture of the
agent's productivity over the reported working interval real-time, hourly,
daily, monthly, and more.
Back
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ThreshoIds
Avaya Q allows customers to monitor the operations on a real time or
historical basis. Managers with appropriate permissions will be able to set
specific values that will trigger conditional formatting to show that a threshold
has been reached. For example, when number of calls in queue has grown
too large.
Back
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ScheduIing
Avaya Q report scheduling allows customers to program a report with a pre-
defined set of inputs to execute either one time or on a recurring basis.
Back
5
Third-party integration
Adjunct applications such as wallboards and Work Force Management can
integrate with Avaya Q.
Back
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Back
eb Access
Web access allows users to connect to Avaya Q through a web browser. The
web-based interface for both administrators and users provides a technology that is
functional and easy to learn. With web access, all that is required is a secure internet
connection.
BP SuIIivan's use of eb access
Long and Minnie, BP Sullivan's contact center directors, understand the value of
Web access. Prior to Avaya Q, Long and Minnie required a client application on
each desktop (a costly solution).
Since implementing Avaya Q, all Long and Minnie's contact center managers and
supervisors easily access the contact center performance data for any location
(depending on their permissions). n addition, Minnie has taken advantage of
Avaya Q's Web access for personnel working from home and on the road. This
ease of access has improved their timeliness of information and response to
changing needs.
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Back
#oIe-based Permissions
n Avaya Q, security is managed through customer defined role-based permission
levels. These permissions are granular down to the agent level. For example, a user
can be assigned permissions to see specific agents only.
BP SuIIivan's use of roIe-based permissions
Lyle, the T & Telecomm Director, was directed to ensure that all levels of BP Sullivan's
contact center employees were able to access data according to their specific
needs. t was also important to the business that there was limited visibility
to broad data in accordance with policies driven by laws. Lyle was able to
accomplished these initiatives due to Avaya Q's role-based permissions feature.
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Back
Identity Management System Integration
dentity Management System integration allows customers to take advantage of
Active Directory.
BP SuIIivan's use of the identity management system integration
As Lyle, the T & Telecomm Director, began to configure Avaya Q he had the
following goals:
To fit Avaya Q into their enterprise so that it would be secure and reliable
To have users using their same enterprise login and password
Lyle accomplished his goals by establishing synchronization with his enterprise directory.
Lyle linked Avaya Q to BP Sullivan's dentity Management System for
authentication of users as they log in. By doing this, Lyle enabled Avaya Q users the
ability to use the same passwords that they use for other enterprise applications, while
ensuring that they conform to the company's security standards.
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Back
DetaiIed Data
Avaya Q provides detailed data collection that tracks the total scope of each customer
contact from beginning to end. Such extensive data allows for drill-down or roll-up
reporting, resulting in precise measurement at all operational levels.
BP SuIIivan's use of detaiIed data
Suzette, the Customer Service Supervisor was receiving customer complaints of being
transferred. At first, Suzette was concerned that this could be an agent behavior
issue. Suzette was able to address these customer complaints by drilling to the root of
the problem to view data from the customer's experience.
Through integrated drill-down capabilities, Suzette found that the agent was
continuously transferring misrouted calls to the same routing point. Suzette easily
determined that it was the routing tables that needed correction and not her agent.
After making adjustments to the routing tables, Suzette stopped receiving customer
complaints about being transferred.
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Back
Time Zone Properties and DayIight Savings #uIe
You can administer time zones worldwide and Avaya Q will automatically apply
daylight savings rules where appropriate, supporting one view of the enterprise. The
administrator can assign all time zones in which the contact center operates.
BP SuIIivan's use of muItipIe time zones
Minnie and Long, contact center directors, are responsible for five contact centers in
dispersed locations. Minnie and Long are able to see data "rolled up to 43e View of
BP Sullivan's contact centers for a specific period or as individual data points in local
or desired time zones.
Rosita, as well as her peers, can report on their agents in their own time zones, no
longer needing to make mental adjustments for where the reporting server is
located.
The Daylight Savings Rule eliminates the need for Lyle, the T & Telecomm Director,
to manage the time change across the enterprise.
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Back
ScaIabiIity
Avaya Q offers unconstrained capacity with vertical (single system) and
horizontal (multiple, distributed systems) scalability. Vertically, capacity
can be increased by adding new resources such as memory.
Horizontally, more servers can be added to expand capacity across the
enterprise.
BP SuIIivan's use of scaIabiIity
BP Sullivan has grown extensively since it purchased Avaya Q. t has
added agents, opened another location, and just implemented a recycling
service. All of this growth has put a strain on BP Sullivan's initial reporting
architecture. Because of Avaya Q's flexible design, BP Sullivan simply
added a new server to its existing design to accommodate its growth
requiring no system change, loss of historical data, or retraining.
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Back
Name Synchronization
Name synchronization with Communication Manager for agent, routing point,
and queue directory names simplifies administration of Avaya Q.
BP SuIIivan's use of name synchronization
Because of Avaya Q's name synchronization feature, Minnie and Long now see a
correlation between Avaya Q data and Communication Manager data. This saves
time for both directors because they no longer have to make the a mental connection
of the data; and, it also reduces errors in interpreting the data.
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Back
Agent Behaviors
Agent behaviors vary in every contact center. Some agents are role models, while others
look for ways to cut their workloads. You need the tools to pinpoint both types and the
flexibility to easily identify both positive and problematic behaviors. Avaya Q's agent
behavior reports and integrated drill-down capabilities help you learn more than what high-
level summarization measures can reveal.
BP SuIIivan's use of agent behavior reports
BP Sullivan is no different than other contact centers and has to manage agent behavior
because it understands the impact agent behavior (both positive and negative) has on the
company. Prior to implementing Avaya Q, BP Sullivan supervisors were not always able to
identify problem areas because their data was high-level. Once using Avaya Q, Suzette
realized that her agents continuously had a very high percentage of transferred calls.
nitially, Suzette thought it was an agent behavior problem; but, after using Avaya Q's
Transfers Behavior Trend report and the integrated drill-down capabilities, Suzette found
that her agents were continuously transferring misrouted calls to the same routing point.
Suzette easily understood that it was the routing tables that needed correction and not her
agent.
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Back
BIended Data
By centralizing the collection of data from Call Center (inbound calls) and Proactive
Contact (outbound calls), Avaya Q can blend this data into a logical report on agent
and contact center productivity.
BP SuIIivan's use of bIended data
BP Sullivan is starting to use its agents to make proactive contact with their customers
during the slack periods. Since implementing this strategy, Rosita, a BP Sullivan
supervisor manages agents that support both inbound calls (from the switch) and
outbound calls (from the predictive dialer). She often wants to understand at which
activities her agents are most successful. Prior to Avaya Q, Rosita, spent a lot of her
time manually consolidating reports by printing reports from each system, and then
combining both reports into a formatted spreadsheet. Rosita not only found that this
manual combining of reports was labor-intensive but it was also prone to errors.
Since BP Sullivan began using Avaya Q, Rosita no longer has to manually integrate
reports to get a consolidated view of the data. Because Avaya Q receives data from
the Automatic Call Distribution (ACD) and the predictive dialer, it can merge the
inbound and outbound call data into a single report for Rosita to view and better
understand agent performance.
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AnaIytics
Avaya Q provides the foundation of analytics in your contact center. t collects data and
then organizes, aggregates, and models the data to make it ready for analytics. Avaya Q
then provides the tools (KPs, Dashboards, Cross-tab reports, Trend reports) to analyze the
data and make sense of it.
BP SuIIivan's use of anaIytics
n 2007, BP Sullivan implemented the infrastructure needed to recycle used boxes and
packing materials. Suzette, the Customer Service supervisor had asked her agents to
sell customers the recycle service once customer requests were satisfied. BP Sullivan, the
CEO, wanted to understand if this extra agent activity (more time on calls) was
increasing revenues. For example, how much more time were the agents spending, and
was this additional time translating to enough additional revenue to make good business
sense? Avaya Q provided BP Sullivan with the analytic tools to answer his questions.
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Data Migration
Data from Call Management System (CMS) and Operational Analyst (OA) can be
migrated to the Avaya Q database preserving comparison data for the future. You can
migrate the following types of date into Avaya Q:
CMS historical interval data agent, split or skill, and routing point (VDN) data
OA External Call History (ECH) data
BP SuIIivan's use of data migration
Prior to upgrading to Avaya Q, BP Sullivan's reporting system was the Avaya Call
Management System (CMS). nstead of migrating their historical data to Avaya Q upon
implementation of Avaya Q, BP Sullivan chose to run Avaya Q and CMS side-by-side.
Minnie and Long, the Contact Center Directors, have chosen to do this to allow time to
transition and train their staff on Avaya Q over time.
BP Sullivan will migrate their CMS data six months after installing Avaya Q. The
migration will convert CMS interval data into a format that can be put into the Avaya Q
database. For Lyle, the T & Telecomm Director, this will be an easy migration due to
proper migration planning and the availability of the migration tool Avaya Q provides.
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Avaya Q stores data in the Extensible Data Model (EDM) which allows the client to add
custom data elements. This ability enables data items to be incorporated into the reports
and analyzed in relation to contact center data.
BP SuIIivan's use of the extensibIe database
BP Sullivan uses data gathered from external products such as customer information
and revenue results to run the enterprise. One of BP Sullivan's goals was to be able to
provide consistent reporting across their productsAvaya Q delivered. The detail data
generated by multiple products is normalized by Avaya Q and stored in the Avaya Q
database. Avaya Q eliminates the need for BP Sullivan to rely on a third party product to
export the data from the separate databases into a common application, and then
perform additional work to consolidate the data through custom reporting. With Avaya
Q, there are no longer gaps in the data BP Sullivan sees from different products, and
there is no overlapping or incongruent information. BP Sullivan can use the data to make
decisions about what to do and no longer has to be concerned with what data to believe.
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The Communication Data Mart eliminates the need to use a third-party
application because Avaya Q provides consistent reporting across products.
The detail data generated by multiple products is normalized by Avaya Q and
stored in the Avaya Q database. You have a consistent view of contact center
activities across different products.
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Data processing
Data processing manages the events and data from the data sources.
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#eports
Avaya Q integration with Avaya Communication Manager and Avaya Proactive
Contact enables your contact center to generate reports for agents who handle
inbound voice calls, or for agents who handle a combination of inbound and outbound
voice calls. Avaya Q reports provide the following functions:
Provide a high level of detail on contact handling events
Allow you to view the detailed data from the perspective of the customer, the agent,
or the contact center operation.
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Administration
Avaya Q administration allows centralized control to your call center operation. You can
administer reporting groups, resource permissions, call center features, and Avaya Q
features all from one interface. Avaya Q administration includes the following capabilities:
Administration access through a Web browser user interface
Group your resources to reflect your business structure
User roles and permissions
Synchronizing reporting resources with Communication Manager systems and
administer contact center resource attributes
ntegrate your corporate enterprise directory with Avaya Q
Schedule administration changes
Multiple language support for synonyms of static values that display in reports, logout
reason codes, agent activity states, and agent auxiliary states
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HistoricaI data migration
You can store your historical reporting data by archiving it on your current reporting
platform or by migrating the data into Avaya Q.
You can keep your existing historical reporting data on the CMS or OA server and
access it using your current method, such as CMS Supervisor. Archiving historical
data on CMS or OA extends the usefulness of your hardware platform.
You can migrate CMS data and call detail data from OA into the Communication Data
Mart. This migration is not limited to a single CMS server or OA server. You can
migrate the data from all of your servers into Avaya Q. This allows you to use Avaya
Q as your primary reporting system and still have access to your historical non-
Ayaya Q data.
Archiving existing historical data on CMS or OA
Migrating existing historical data into Avaya Q
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Network management
You can use a network management system to monitor your Avaya Q
hardware and software. Avaya Q sends Signaling Network
Management Protocol (SNMP) traps to the network management
system when certain alarm conditions are detected. Traps can also be
sent to the Avaya alarm receiver.
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Enterprise integration
Enterprise integration simplifies administration by enabling the incorporation of Avaya Q
data with corporate data. Enterprise integration consists of the following:
Identity managementthe purpose of integrating with an identity management
system is two-fold. First, you save time adding administrative and report users manually
because the users are automatically synchronized with Avaya Q. All changes to your
corporate directory are automatically picked up by Avaya Q. Second, password security
is managed by your corporate directory and users only have to remember one login and
password. When these users are automatically integrated with Avaya Q, you can then
assign permissions to the users so they can access administration and reports as
required by their jobs.
Enterprise databaseany information stored in your corporate databases beyond the
scope of identity management. For example, any information you store about your
customers is considered enterprise data.
This data is made available to Avaya Q for reporting purposes by integrating Avaya Q
with your corporate database. Data can be imported into the Avaya Q database to be
displayed on Avaya Q reports.
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Data exports to externaI appIications
Avaya Q data is compatible with many external applications. Avaya Q has a
data export feature you can use to send data to other applications. Some
applications that can use this feature are workforce management systems,
wallboards, and agent adherence applications.
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Browser-based reporting and administration
You access the Avaya Q user interface from an internet browser to
administer Avaya Communication Manager and to run reports through a
predetermined URL that you set up. Browser-based reporting and
administration has the advantage of simplifying desktop administration
and maintenance by eliminating the need to install or upgrade additional
client software.
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Data sources-Communication Manager
Call center resources are synchronized with Avaya Q if you use Communication
Manager version .1 or later. When you initialize the link between Avaya Q and
Communication Manager, the call center resources synchronize for the first time.
This synchronization saves you time with routine administration tasks. After you
establish the Avaya Q and Communication Manager link, Avaya Q supports
direct administration of call center resources in the Avaya Communication
Manager so Microsoft nternet Explorer software.
The Communication Manager call center resources you can administer are:
Agents
Routing points
Note: The Call Center software on the Communication Manager must
be .0 or higher.
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Data sources-Proactive Contact
Avaya Q collects agent outbound call information from Proactive
Contact when agents are supporting both inbound and outbound calls
through agent blending. You still require Proactive Contact
Supervisor to provide reports for outbound calls and jobs.
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DuaI Hosts ConsoIidated DepIoyment Patterns
A Dual Hosts Consolidated deployment pattern consists of a Backend Database and an
All Functions host computer both located at the main customer site.
WAN
Main Site
#emote site
All functions
Communication
Manager
Communication
Manager
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MuItipIe Hosts ConsoIidated DepIoyment Patterns
A Multiple Hosts Consolidated deployment pattern consists of multiple application host
computers located at the main customer site.
WAN
Main Site
#emote Sites
Data Processing
Administration
Communication
Manager
Communication
Manager
Communication
Manager
Communication
Manager
Reporting
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Avaya IQ product documentation
Avaya Q provides specific reports of agent work status including call duration,
auxiliary work state (AUX), and idle giving a full picture of the agent's productivity
over the reported working interval real-time, hourly, daily, monthly, and more.
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Search capabilities across all information contained in the library
HTML format for all content and the ability to print individual HTML help topics
Printable PDFs of most topics using Adobe Acrobat
Email address to send questions or concerns about the information library to the
nformation Development team
Language support
English, Chinese (Simplified), French, German, Japanese, Korean, Portuguese (Brazil)
Topic areas in the Iibrary that are avaiIabIe in the above Ianguages
Overview
Administration
Standard Reports
Report Designer
Data Export
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Avaya IQ product documentation-what is offered

Avaya IQ Overview Tutorial

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