INDeX
Report Manager
In depth historical reporting on Customer Facing Departments (CFD's) and
contact centre activity is essential to ensure an accurate measure of
performance and the meeting of service level targets throughout the
contact centre. Avaya's INDeX Report Manager is designed to enable
contact centre managers and supervisors 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 Manager provides in depth historical reporting on the
CFD or contact centre activity. In addition to reporting on internal and
external call information the Report Manager allows reporting on agent
activity. The reporting is so powerful that individual call records are
stored and can be reported upon months later.
The Report Manager uses client server architecture with call data held
centrally in the INDeX Report Server, running Microsoft's SQL database,
this data may then be accessed by INDeX Report Clients. The product is
supplied with a broad set of standard report templates, which may be
parameterised by the user to create their required reports. Filters may
be applied including date ranges, shift, agents, groups, DDI's and
trunks.
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
• Includes 71 standard reports
• 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)
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