Avaya Analytics™ provides historical reporting for inbound and outbound calls through dashboards. Historical reports provide a snapshot of contact center performance for a specified duration for contact center resources such as agents and routing points. You can use these reports and empirical data to evaluate historical performance, identify trends, and make informed decisions about future use.
Historical reports use interval-based measures, daily roll-up data, or monthly roll-up data to display a snapshot of the contact center. Administrators can configure and set the retention period of reports to specific days, weeks, or months.
Supervisors can select the routing services within a routing service group for reporting, enabling them to track the historical performance of specific channels. Supervisors can view routing services and routing service measures associated with their assigned routing service group.
Administrators can configure routing service groups for historical reporting in Avaya Analytics™. Administrators can also assign supervisors to the system routing service group, which enables supervisors to bypass individual routing service group filters and access all the routing service information from all groups.
Note:
Interval-based measures reports: These reports display data from the current 15-minute interval after you run the data aggregation. Avaya Analytics™ sets report caching settings to 15-minute intervals by default. If a call exceeds the current 15-minute interval, you can see the data for that call in the next 15-minute interval.
Daily roll-up reports: These reports do not include data for the current day. Avaya Analytics™ calculates and displays data for the current day on the next day.
Monthly roll-up reports: These reports do not include data from the current month. Avaya Analytics™ calculates and displays data for the current month in the following month.
