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CTI Solutions are an Avaya Platinum Partner. We provide
cost effective telecommunication technology solutions
for medium and mid sized businesses throughout Australia.
CCC Reporter - Historical Reporting
CCC Reporter
provides in depth historical reporting on the customer
facing department's activity. Report Manager provides
standard reports for measuring overall contact centre
call handling and individual/team performance. Data is
retrieved from the database, which provides a source of
data limited only by the hard disk space available (SQL
only). These standard report templates may be formatted
by the user to provide reports daily, weekly, monthly,
or any defined time period and by individual, group, or
trunk. CCC uses Crystal Reports™ format, which provides
ease of use and thin client operation for reporting.
Standard Reports
List
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Account Code Log by
Agent Group (Graphical)
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Account Code Log by
Agent Group
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Account Code Log by DDI
(Graphical).
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Account Code Log by
DDI.
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Account Code Log by
Pilot (Graphical)
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Account Code Log by
Pilot.
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Account Code Log by
Target (Graphical).
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Account Code Log by
Target.
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Agent Activity Trace.
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Agent Activity
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Agent Callback Request.
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Agent Group Busy
Status.
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Agent Group Graphical
Summary (All Calls).
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Agent Group Graphical
Summary.
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Agent Group Member Call
Duration Report (All Calls).
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Agent Group Member
Duration.
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Agent Group Tabular
Summary (All Calls).
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Agent Group Tabular
Summary.
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Agent Group Tabular.
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Agent Individual.
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Agent Tabular.
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Customer Tracking by
Call Identifier.
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Customer Tracking by
CLI.
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DDI Call Duration.
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DDI Distribution by
Target.
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DDI Distribution
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DDI Response
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DDI Routing
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DDI Summary.
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External Transferred
Account Code.
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Incoming Duration
Summary.
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Incoming Pilot Summary.
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Lost Call CLI.
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Outgoing Account Code
Costing Log
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Outgoing Account Code
Log (Graphical).
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Outgoing Account Code
Log.
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Outgoing Most Common
Destination by Agent Group.
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Pilot Call Duration.
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Pilot Distribution by
Target.
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Pilot Distribution.
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Pilot Response.
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Pilot Routing.
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Pilot Summary (All
Calls).
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Pilot Summary
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System Summary.
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Target Graphical
Summary.
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Target Member Duration
(All Media).
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Target Member Duration.
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Transfer Call Tracking
Detail by Agent.
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Trunk Group Activity
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Trunk Group Busy.
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Trunk Group Call
Duration.
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Trunk Group Response.
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Trunk Group Summary.
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VM Call Flow Monitor by
Call Flow Name.
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VM Call Flow Monitor by
Topic.
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VM Call Flow Monitor.
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VM Summary
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Incoming Calls By
Target Group
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Plus 3 custom reports.
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Report Scheduler
Report Scheduler
allows reports to be scheduled to run at a specified
date and time, or repeated at regular intervals.
Supervisors can schedule reports to be delivered to
various places within the contact centre. Reports can
also be delivered to multiple recipients via email in
the following formats; PDF, CSV, XLS, RTF, RPT and Word
format. Reports can even be scheduled for delivery to
multiple printers within the network at the same time.
Custom Reporting
Custom Reporting
allows the business to create reports tailored
specifically to the needs of the individual business,
providing greater flexibility in the presentation of
traffic and agent information. This capability is aimed
at the contact centre manager who wants to take the
statistics to a deeper level in order to make
better-informed decisions.
Within Compact
Contact centre, custom reporting is available, but
requires the purchase of Crystal Reports or Crystal
Design software from an authorized Crystal/Business
Objects software reseller or distributor. With this
software, the designer has the ability to create and
load 3 custom reports into the CCC Reporter (no
additional license required). Custom reports can be
added and subtracted as required. If the business
requires greater than 3 custom reports, the following
license is required:
Designing Reports Using Crystal
Reports
CCC is designed to
work with Crystal Reports™ reporting software package
(using Crystal version 9). Crystal Reports is available
in four different editions to meet the needs of
application developers, IT professionals, and business
users. The following is an overview of the types of
Crystal products that can be used:
Application Development Solutions
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Advanced Developer – Web
development and deployment bundle for integrating
and deploying dynamic report creation and viewing
capabilities into web applications.
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Developer Edition – For
integrating report viewing, printing, and exporting
capabilities into applications.
Report Design Solutions
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Professional Edition – For
report creation and maintenance based on a large
variety of data sources plus out-of-the-box web
report delivery for workgroups.
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Standard Edition – For basic
report design based on PC-based data sources.
Microsoft CRM™ Reporting Integration
New for CCC Version 5
Microsoft CRM™ was introduced in January 2003 and has
quickly become the premier CRM application for the Small
and Medium Enterprise. Avaya and Microsoft are
working together to provide a complete CRM,
Communications, and Networking solution for any size of
business.
In Compact Contact Centre Version 5,
in conjunction with the introduction of the IP Office
Customer Management solution, Avaya has taken this
integration one step further by integrating several
Microsoft CRM reports with CCC. Supervisors who operate
both systems can now drive any of the 73 CCC reports
from the MS-CRM interface, and there are 7 combined
reports that utilize both systems data to present a 360
view of the contact center. The 7 MS-CRM reports are
listed below:
- Microsoft CRM Sales Reports
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- Opportunity Activity & Notes
- Contact Activity & Notes
- Account Activity & Notes
- Contact Center Summary by
State/Province
- Contact Center Summary by
Zip Code/Postal Code
- Microsoft CRM Service
Reports
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- Account Activity & Notes
- Account Service Report
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