INDeX Recording Services



Avaya's INDeX Report Distributor complements the INDeX Report Manager by enabling the contact centre to have total flexibility in the presentation of contact centre data. This enables the contact centre manager within any business utilising INDeX to access this information to provide outstanding telephone customer service and facilitate eBusiness solutions.
 

Specification

• Utilises Business Objects 4.14 software

• Server applications utilise Windows NT4 and Windows 2000
  (available in a future release) operating systems

• Supports up to 20 Call Centre Supervisor (client) positions

• Client Server architecture using TCP/IP as the network transport

• Database technology based on Microsoft SQL 7

• Client applications utilise 95,98, NT4 Workstation or 2000
  professional operating systems

Features/Benefits

The INDeX Report Distributor offers the contact centre manager the ability to carry out ad hoc reporting allowing the user to analyse data in detail. The module has been designed to be simple to use by detaching the user from the underlying data. The INDeX Report Distributor requires the INDeX Report Manager to operate and runs as a client application.

The INDeX Report Distributor allows reports to be exported in a wide range of industry standard formats i.e. HTML. Data in these formats may be amalgamated with data from other sources and used to generate reports on all elements within the contact centre for example, in addition to the number of calls an agent received, the report could also review the amount of revenue those calls generated.

This tool is a key component of an eBusiness solution, enabling detailed reports to be exported into an eBusiness environment. Most contact centres today, are harnessing the power of the Internet to enrich the customer experience. The INDeX Report Distributor provides the contact centre manager with the technology to save reports in HTML and then post these reports onto a web server. The option to save reports in HTML enables co-workers or external users, such as business partners or customers, the ability to view the performance of the contact centre with any popular browser or download them for full analysis.

Also Report Distributor 'Alerters' may be added to report fields to highlight exceptions by changing the font type and colour or by adding text to fields. Additionally, conditions may be added to the scheduling of reports so that they are only generated when an exception occurs.
 

Features

• Reporting package based on Business Objects powerful
  database reporting solutions

• Graphical, colourful, management ready reports

• Reporting on complete caller experience including voice
  processing and comfort messaging

• Historical contact centre data storage utilising Microsoft SQL's
  open, resilient industry standard architecture

• Export reports into various industry formats such as HTML, DDE
  (Dynamic Data Exchange), Excel, Distribute via Email, Lotus 1-2-
  3, Dbase, Text file (CSV, TXT , PRN or ASC)

• 100's of call objects to choose from when designing reports

• Intuitive Graphical User Interface (GUI) through which reports
  can be designed

• 71 standard reports become templates on which revised
  reporting structures can be designed upon

• All call records are store in their entirety, enabling what if
  reports

• Powerful report scheduling enabling reports to be run over a
  user defined period ranging from a minimum15 minute period to
  a daily or monthly schedule

• Built in automated back up of historical contact centre data

• Open solutions based on Microsoft Windows NT and Windows
  2000 (available in a future release)