Definition

How it works

• behavior Summary: Provides information about the various types of agent behaviors that can significantly impact service cost or customer satisfaction.
• Contact Summary: Provides information about the status of all contacts dialed in to the contact center.

Business usage

• How many contacts were offered to the given site for the selected interval, and how many of them were transferred to an agent or a service?
  Use the Offered measure to determine the number of contacts offered to the selected site. Use the Trans Initiate to Agent and Trans Initiate to Service measures to determine the number of contacts that were transferred to an agent or a service.
• What does the high number of counts in the behavior Summary pie-chart indicate?
  behavior counts can be attributed to agent behavior in a contact center and can be analyzed to determine whether agents need more training or if the efficiency of agents have reduced. It can also be used to analyze whether agents are performing certain actions that are greater than set goals of a contact center.
• How many contacts were offered to the given site for the selected interval and how many of them abandoned while in a queue and how many of them abandoned while alerting?
  Use the Offered measure to determine the number of contacts offered to the selected site. Use the Abandoned From Queue and Abandoned from Alerting measures to determine the number of contacts that abandoned from queue or abandoned from alerting.
• How many contacts were offered to the given site for the selected interval and what percentage of them abandoned while in a queue and what percentage of them abandoned while alerting?
  Use the Offered measure to determine the number of contacts offered to the selected site. Use the % Abandoned From Queue and % Abandoned from Alerting measures to determine the percentage of contacts that abandoned from queue or abandoned from alerting.
• How many contacts were offered to the given site for the selected interval and how many of them were answered and how many of them were not answered?
  Use the Offered measure to determine the number of contacts offered to the selected site. Use the Answered and Not Answered measures to determine the number of calls answered and number of calls unanswered.
• How many contacts were offered to the given site for the selected interval and how many of them were deferred by the agent?
  Use the Offered measure to determine the number of contacts offered to the selected site. Use the % Answered and % Not Answered measures to determine the percentage of calls answered or unanswered.
• How many contacts were offered to the given site for the selected interval and how many of them were deferred by the agent?
  Use the Offered measure to determine the number of contacts offered to the selected site. Use the Deferred Contacts measure to determine the contacts that the agent answered and subsequently deferred.
• How to determine the unique ingress count at site level?
  For every unique incoming contact, Avaya Analytics™ increments the ingress count metric by 1 at a site level in real-time and historical contact center reports.