Avaya CMS Real-Time Toolbar: 3 Perspectives

3 perspectives of Real-Time Call Center Dashboard Statistics in Virtual Observer.

CSI has created a real time dashboard which presents data from your Avaya CMS metrics directly into your everyday Virtual Observer workspace, in three primary areas.

The Virtual Observer Call Center Dashboard collects and presents real-time and historical performance information to agents, managers and executives within the contact center environment.  Center Scores, Group Scores and Agent Statistics are presented in real-time for analysis.

“Center Scores” are metrics relative to your entire contact center and are calculated in real time and displayed in the footer of the Virtual Observer interface.

Included metrics in the “Center Scores” are:

  • Total Calls = Total Calls for the Center
  • % Ans = Percentage of Calls Answered Compared to Calls Abandoned
  • ASA = Average Speed of Answer
  • Overflow % = Call Overflow Percentage
  • QM Avg = Average Evaluation Score
  • VOC Score = Voice of the Customer Score or survey results.
  • FCR % = First Call Resolution Percentage

“Group Scores” are calculated by summarizing group performance.  A supervisor, for example, who oversees fifteen (15) agents may wish to see group scores for their fifteen (15) only presented in the dashboard.

Included metrics in the “Group Scores” are:

  • CPH = Calls Per Hour
  • AHT = Average Handle Time
  • AUX% = Percentage of Time in any AUX Status.  This value is compared to Staffed Time and shows what percentage of time the agents is in an AUX status or not available to make/take calls. 
  • AvgCalls = Average Number of Calls
  • Total Calls = Total Calls for Group
  • QM Score = Evaluation Score Average for Group

Finally, “Agent Scores” present Agent Statistics which display within the Agent Portal.  Agent Statistics are designed to show agents their individual statistics.

Included metrics in the “Agent Scores” are:

  • CPH = Calls Per Hour
  • AHT = Average Handle Time
  • AUX% = Percentage of Time in any AUX Status.  This value is compared to Staffed Time and shows what percentage of time the agents is in an AUX status or not available to make/take calls. 
  • Total Calls = Total Calls for Agent
  • QM Score = Evaluation Score Average for Agent

 

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