Real-time reports give supervisors snapshots of the call center's performance and status. Abandoned calls, for example, can be monitored to determine the waiting-for-service tolerance of callers and compared to the number of calls in queue. Additionally, agent productivity can be compared at a glance to determine who may need help in speeding after call work.
Standard real-time reports:
Show the current status of Automatic Call Distribution (ACD) activity. The types of data for reports are status, cumulative, and administrative. For a description of these data types, see the Avaya Call Management System Database Items and Calculations document. .
Display data for the current interval for agent, split/skill, trunk/trunk group, vector, and Vector Directory Number (VDN) activities, such as number of ACD calls, abandoned calls, average talk time, and so on. All database items and calculations that are used for real-time reports are taken from the current interval tables.
You assign the length of the current interval for real-time ACD data in the System Setup: Storage Intervals window. For more information, see the Administering Avaya Call Management System document. .
The Expert Agent Selection (EAS), Vectoring, and Graphics reports are also included in this chapter. If you do not have the EAS feature, Vectoring feature, or Graphics package, those report items do not appear on your menu. The reports you see depend on your communication server type, permissions, and system performance.
In CMS Supervisor Web, a Designer folder exists in all the report categories. When you create a new report, create a report copy, upload a report from your device, or migrate a report, CMS Supervisor Web saves the report in the Designer folder. You cannot rename or delete this folder. However, you can create sub-folders within the Designer folder and store your reports in these sub-folders.
