The historical dashboard reports display the historical data of the contact center resources, such as agents and the routing services of the various routing service groups. These reports provide a quick view of contact center performance for the specified time interval. You can use these reports as references to evaluate the historical performance of the contact center agents and supervisors. The data helps you to understand progress and performance over time and make informed decisions for the contact center.
Historical reports use interval-based measures to display a snapshot of the contact center. All historical summary and trend reports that return interval-based measures do not include data from the current 15-minute interval until data aggregation is run for the interval. By default, report caching settings are set to 15 minutes. Therefore, you might need to wait up to 30 minutes for the data of the current interval to display in the report.
The Daily roll-up historical reports allow you to generate reports for a week, month or year based on the daily roll-up data. The Monthly roll-up historical reports allow you to generate reports for a monthly or year based on the monthly roll-up data.
As supervisor, you can use the Call Profile reports to determine the routing services' call performance in the routing service groups that they are assigned. You can compare the call performance and decide whether you need to plan process improvements.
Note:
The data retention period for these reports is configurable. The maximum data retention period for these reports are:
12 months for interval-based data
60 months for daily roll-up based data
9999 months for monthly roll-up based data
You can configure Routing Service Groups for Historical Reporting in Avaya Analytics™. The default value for Routing Service Groups is Off. For more information about configuring Routing Service Groups, see topic in the Maintaining and Troubleshooting Avaya Analytics for Avaya Oceana guide.
Historical Reporting offers:
A web-based reporting application that provides historical reporting through a simplified interface
With this interface, you can visualize the contact center performance over a specified reporting time. The interface provides an enhanced user experience for report creation.
Consolidation of historical contact center performance and customer data across the contact center
Extensive library of tables, graphics, and ready-to-use displays
Ability to drill-down to granular level information
Filtering options
Options to export reports to Excel and PDF formats
Note:
HTML data format is currently not supported.
Ability to schedule reports to run at user-defined intervals
Ability to schedule reports to run based on daily roll-up and monthly roll-up data
Options for calculated measures
Facility for time zone reporting to display data in the preferred time zone
Multiple predefined reports
Option to create custom reports or modify reports to meet your business requirements
Option for advanced users to import data from different data sources to create reports, documents, and dashboards to report on their imported data.
Option to export web objects for archiving the custom reports during an upgrade.
The historical reports based on interval data available in Avaya Analytics™ are:
Account By Agent
Agent By Routing Service
Agent Configuration
Agent Login/Logout Report
Agent Not Ready by Reason Code
Agent Performance Summary
Agent Trace
Contact Center
Engagement
Contact Detail
Messaging Engagement Summary
Routing Service
Supervisor
Time Series
VDN
The historical reports based on daily roll-ups available in Avaya Analytics™ are:
Account By Agent Daily
Agent By Routing Service Daily
Agent Not Ready by Reason Code Daily
Agent Performance Summary Daily
Contact Center Daily
Routing Service Daily
Supervisor Activity Daily
Time Series Daily
VDN Summary Daily
The historical reports based on monthly roll-ups available in Avaya Analytics™ are:
Account By Agent Monthly
Agent By Routing Service Monthly
Agent Not Ready by Reason Code Monthly
Agent Performance Summary Monthly
Contact Center Monthly
Routing Service Monthly
Supervisor Activity Monthly
Time Series Monthly
VDN Monthly
Supervisors can use Call Profile reports and Enhanced call profile reports to view the count of Answered and Abandoned calls. The Call Profile reports and Enhanced call profile reports are:
For more detailed information about the measures, data, and reports that Avaya Analytics™ provides, see Avaya Analytics™ Data Dictionary available from the Avaya Support website at https://support.avaya.com.
