VDN Summary

Last Updated : Mar 18, 2021 |
Prolog information
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Definition

Displays overall performance of a routing point with respect to the customer experience.
This report supports route point reporting for calls that terminate in treatment VDNs or for callers who leave a message. Where Avaya Oceana® is non-operational, pre-existing agents are directed to fallback to Elite.

How it works

Tracks the performance of the routing point for the selected interval. Intervals are aggregated every 15 minutes and can be either a specific Interval or Daily, Weekly, and Monthly. Supervisors can select the routing points and routing point sub-type for reporting and track historical performance of the routing points.
Supervisors can use this report to compare routing points with respect to compliance with service level goals or to compare routing points with other measures.
This report supports the following routing points:
Route Point Type
SubType
Channels (Oceana®)
VDN
INGRESS, RONA, XFER2SERVICE, FALLBACK, COVERAGE, and TREATMENT
PSTN VOICE
RoutePoint
ROUTING, and XFER2SERVICE
OCP Channels

Business usage

  • How many contacts were handled by the selected routing point and routing point sub-type for the selected interval, and how many of them were disconnected?
    Use the Handled measure to determine the number of contacts handled by the selected routing point and routing point subtype. Use the Disconnects measure to determine the number of contacts that were disconnected.
  • How many contacts were handled by the selected routing point and routing pointy sub-type for the selected interval and how much time was required for routing?
    Use the Handled measure to determine the number of contacts handled by the selected routing point and routing point subtype. Use the Routing Duration measure to determine the routing duration of these contacts.
  • How do you determine the performance of a routing point in the selected interval?
    Use the Handled measure to determine the number of contacts handled by the routing point. Use the Routing Duration measure along with other measures, such as Disconnects and Average Wait Time, to determine the performance of the routing point.
  • How do you know that the performance of a routing point is improving?
    Compare the routing point performance in the current interval with data derived from other intervals.