Avaya IPO R9 3RD PARTY IP ENDPT 1 ADI LIC 275611 Manuel D’Utilisation

Product Description
IP Office 9.0

© 2014 AVAYA All rights reserved.

Page 406

Issue 27.02.0 (Monday, January 06, 2014)

This is the default page shown when a supervisor logs in. It shows information graphs for selected queues,
agents and statistics.

Customer Call Reporter 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 the
system with all the agents, 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 login and select their
corresponding Supervisor. An example of the Supervisor real-time view is shown below: