Avaya IP Office User and Administration CD Set 4.2 700459332 User Manual

Product Description
IP Office 4.2

© 2009 AVAYA All rights reserved.

Page 249

Issue 18.s.- (22 May 2009)

Small Business Contact Center provides real time monitoring of call center activity. This is achieved via a thin
client web browser session logged onto the IP Office Customer Call Reporter server. Within the supervisor
client a user can program up to 3 different views of their call center. This is a very useful feature as now a
supervisor can divide their responsibilities into different views and compare the results of those views. 

For example, assume that a call center supervisor is responsible for the following hunt groups in IP Office;
Computer Sales (201), Monitor Sales (202), Warranty Service (203), and non-Warranty service. The
Supervisor can create two separate views entitled “sales” and “service” and compare the number of calls,
length of call, etc. This allows a supervisor to see a whole system as it relates to the business function (sales,
service).

The Supervisor views are private and can only be seen with a login. A view may be created that shows specific
Hunt Group and Agent statistics as well as Alarms and Warnings. Each of the three views are summarized and
made available to any Agents when they logon and select their corresponding Supervisor. An example of the
Supervisor real-time view is shown below: