Canned historical dashboards and reports in Avaya Analytics

Last Updated : Sep 24, 2020 |

Avaya Analytics™ provides the following canned reports.

Agent and Routing Service Performance reports are based on 15–minute historical intervals - Daily, Weekly, Monthly and Yearly.

Table 1: Historical reports based on 15 minutes fixed intervals

Reports

Description

Agent Behaviour

A dashboard that displays individual occurrences of agent behaviors that are associated with engagement handling activities.

Agent Compare

A dashboard for comparing agents on different measures.

Agent Configuration

A dashboard to view agent information and agent properties.

Agent Login/Logout

A report that displays login and logout events for each agent, and the session duration for each agent log on.

Agent Not Ready By Reason Code

A report that displays the reason code associated with the agent not ready state.

Agent Performance Bottom 5

A daily dashboard that summarizes the agent performance information for the bottom 5 agents, that is, those who completed the lowest number of customer engagements.

Agent Performance Top 5

A daily dashboard that summarizes the agent performance information for the top 5 agents, that is, those who successfully completed the highest number of customer engagements.

Contact Center Performance Summary

A report that displays the performance summary of a contact center site.

Engagement

A dashboard that displays data related to customer engagements across various parameters. For example, Engagement Summary Report, Engagement Detail Report, Engagement Contact Report, Contact Detail Report, and Segment Detail Report.

Messaging Engagement Summary

A dashboard that displays data related to customer engagements originated on the Messaging channel across various parameters.

Routing Service Summary

A dashboard to track the overall performance of a routing service for the current reporting period.

Supervisor Activity

A dashboard that displays a summary of the supervisor’s activity for the current reporting interval.

Supervised Agent Activity

A dashboard that displays details of supervised agents and their behavior aspects in the current reporting interval.

Supervised Agent Compare

A dashboard that displays a comparison of supervised agents for the current reporting interval.

Time Series

A dashboard that displays the engagement of agents with an individual routing service for the current interval.

VDN Summary

A report that displays the performance of a routing point.
Table 2: Historical drill down reports based on 15 minutes fixed intervals

Reports

Description

Account by Agent Summary

A dashboard that provides a summary of agents who handled the contacts for the accounts.

You can drill down to the Agent Interaction report to view the type of contact that the agent had.

Agent by Routing Service

A dashboard that displays how agents use routing services for the current interval.

You can drill down to the Agent Interaction report to view the type of contact that the agent had.

Agent Performance Summary

A dashboard to monitor overall performance and productivity of agents by channel for the current reporting period.

You can drill down to the Agent Interaction report to view the type of contact that the agent had.

Agent Interaction Detail

A drill down dashboard that filters on a single agent to display the agent interactions. This dashboard is available as a drill down report from Agent Performance, Account by Agent, and Agent By Routing Service reports.

Agent and Routing Service Performance reports are based on daily roll-up data. The supported interval options are Daily, Weekly, Monthly and Yearly.

Table 3: Historical reports based on daily roll-up data

Reports

Description

Agent Behaviour

A dashboard that displays individual occurrences of agent behaviors that are associated with engagement handling activities.

Agent Compare

A dashboard for comparing agents on different measures.

Agent Configuration

A dashboard to view agent information and agent properties.

Agent Login/Logout

A report that displays login and logout events for each agent, and the session duration for each agent log on.

Agent Not Ready By Reason Code

A report that displays the reason code associated with the agent not ready state.

Agent Performance Bottom 5

A daily dashboard that summarizes the agent performance information for the bottom 5 agents, that is, those who completed the lowest number of customer engagements.

Agent Performance Top 5

A daily dashboard that summarizes the agent performance information for the top 5 agents, that is, those who successfully completed the highest number of customer engagements.

Contact Center Performance Summary

A report that displays the performance summary of a contact center site.

Engagement

A dashboard that displays data related to customer engagements across various parameters. For example, Engagement Summary Report, Engagement Detail Report, Engagement Contact Report, Contact Detail Report, and Segment Detail Report.

Routing Service Summary

A dashboard to track the overall performance of a routing service for the current reporting period.

Supervisor Activity

A dashboard that displays a summary of the supervisor’s activity for the current reporting interval.

Supervised Agent Activity

A dashboard that displays details of supervised agents and their behavior aspects in the current reporting interval.

Supervised Agent Compare

A dashboard that displays a comparison of supervised agents for the current reporting interval.

Time Series

A dashboard that displays the engagement of agents with an individual routing service for the current interval.

VDN Summary

A report that displays the performance of a routing point.

Agent and Routing Service Performance reports are based on monthly roll-up data. The supported interval options are Monthly and Yearly.

Table 4: Historical reports based on monthly roll-up data

Reports

Description

Agent Behaviour

A dashboard that displays individual occurrences of agent behaviors that are associated with engagement handling activities.

Agent Compare

A dashboard for comparing agents on different measures.

Agent Configuration

A dashboard to view agent information and agent properties.

Agent Login/Logout

A report that displays login and logout events for each agent, and the session duration for each agent log on.

Agent Not Ready By Reason Code

A report that displays the reason code associated with the agent not ready state.

Agent Performance Bottom 5

A daily dashboard that summarizes the agent performance information for the bottom 5 agents, that is, those who completed the lowest number of customer engagements.

Agent Performance Top 5

A daily dashboard that summarizes the agent performance information for the top 5 agents, that is, those who successfully completed the highest number of customer engagements.

Contact Center Performance Summary

A report that displays the performance summary of a contact center site.

Engagement

A dashboard that displays data related to customer engagements across various parameters. For example, Engagement Summary Report, Engagement Detail Report, Engagement Contact Report, Contact Detail Report, and Segment Detail Report.

Routing Service Summary

A dashboard to track the overall performance of a routing service for the current reporting period.

Supervisor Activity

A dashboard that displays a summary of the supervisor’s activity for the current reporting interval.

Supervised Agent Activity

A dashboard that displays details of supervised agents and their behavior aspects in the current reporting interval.

Supervised Agent Compare

A dashboard that displays a comparison of supervised agents for the current reporting interval.

Time Series

A dashboard that displays the engagement of agents with an individual routing service for the current interval.

VDN Summary

A report that displays the performance of a routing point.