Performance and activity information

CCT ContactPro®
Analytics

Decision support for agents and supervisors

Analytic and Reporting

CCT ContactPro® Analytics is a web-based solution to provide management, supervisor and agents with enhanced omni-channel real-time and historical reporting. CP Analytics can access all relevant systems such as CCT ContactPro® Automation, Avaya CM, Avaya Oceana, Avaya Interaction Center Database and/or Avaya OA Database, as well as Avaya Elite Multi-Channel Systems to create a complete and comprehensive omni-channel reporting.

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Meaningful analytics and reports to optimise results

Controlled by configuration in the CCT ContactPro® manager, reports are generated in a specific interval and are accessible by the selected groups or team-members. Reports can be exported to data-warehouse systems or for use in office tools like Excel. Based on the property configuration in CP Manager, selected agent statistics are available as an embedded dashboard-tab within the CCT ContactPro® agent-desktop window.

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Multiple reporting sources

  • Avaya Interaction Center database only and/or Operational Analyst database
  • Avaya Elite Multichannel database
  • Avaya Breeze/Oceana Analytics
  • Avaya Communication Manager / BCMS and CMS Interface

Flexible configuration

  • Web based ContactPro configuration
  • Tenant and User based Reporting administration and configuration (User Rights)
  • User Rights from Avaya Control Manager
  • Modules and templates configuration on all layers
  • Reporting property configuration on all layers

Reports for all channel

  • Consolidated reports for all channels
  • Multiple reports on only one web site
  • User-friendly configuration and administration
  • Create your own layout
  • Optimized for mobile and tablet devices

Agent desktop reporting

  • Wallboard
  • Skill Manager
  • Threshold highlighting
  • Omni-Channel Reports
  • Personal skill assignment, Agent statistics, ACD statistics and AUX statistics

Configurable Analytics and Automated Reporting

Because CCT ContactPro® has acces to all relevant datasources the CP Analytics-Modul can generate meanigful reports.  It is easy to build individual dashboards for agents, supervisors or managers. CP has the insides of all channel activities and can combine the information with  addidtional agent-statistics like "postponed" or "transfered"  and the details of paralell tasks as they happen in multi chat situations.

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