Avaya INDeX CCM
Call Centre Modules for the INDeX
- CCV
- CCV Alarm Reporter
- Report Manager
- Report Designer
- Wallboard Manager
- PC Wallboards
CCV
Call Centre View provides a supervisor with real time statistics on all the agents that are handling calls, with this facility the supervisor can determine how busy the call centre is. Other options allow you to set alarms on different parameters, for example if an agent had been on busy not available for to long this could be displayed on the supervisors PC. A supervisor can also monitor Group Details, Agent Details, Line Groups and calls that are queuing on different main numbers. Agents also have the ability to send messages to the supervisors PC from there phone, these messages could be anything from asking for help to please listen in on this call.
CCV Alarm Reporter
CCV Alarm Reporter can be used to provide reports on alarms that have occurred on the Call Centre View. This allows the supervisor to report on all or particular alarms that have gone off during the day or week, these can then be printed off.
Report Manager
INDeX Report Manager stores all historical data from the call centre. A supervisor can then run standard reports on variable data that could be from any previous day, week, month or year. There are about 70 standard reports and they range from Agent Activity, Agent Groups, Main Numbers, Account Codes, Incoming CLI, Incoming DDI, Voice Mail and Line Groups. Reports can also be scheduled to automatically refresh and print out on certain days.
Report Designer
As well as having the standard reports that comes with Report Manager you can use Report Designer. This will allow you to create your own reports, a supervisor can choose from all the data that has been collected and build a new template on the information that they wish to see.
Wallboard Manager
The CCM can have up to 30 wallboards, the wallboards come in two sizes a 10 digit 1 line display or a 22 digit 2 line display. Wallboards can display real time information on a range of different variables from calls waiting to calls lost, messages and alarms can also be sent to the wallboard via the CCV. All of these messages can be displayed differently ranging from how they appear to colour. If more than one message is scheduled to run, they will flick between each other making it possible to display more than one groups call stats, all of this can be setup from the supervisors PC.
PC Wallboards
Each agent can have there own wallboard on there pc and customize it to display which data they wish to look at. A supervisor can setup standard templates that they wish the agent to use, they can also send messages direct to that agent. The CCM supports 250 PC Wallboards.
CCM General
All CCM Applications are controlled by licence keys. You can have up to 20 clients using CCV, CCV Alarm Reporter, Report Manager, Report Designer and Wallboard Manager at any one time depending upon licence keys and the spec of the CCM Server.
