Advanced Edition and Customer Call Reporter (CCR) are NOT supported on Avaya IP Office R systems. Existing Advanced Edition. Migrate Your Nortel BCM to Avaya IP Office! IP Office CCR (Customer Call Reporter). IP Office Customer Call Reporter is a server based contact centre product designed explicitly IP Office CCR provides a good set of basic monitoring tools. Just installed CCR, everyting seems to be installed as it should. When the installation finised, th server opens the folowing URL.
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When an agent knows that no callers are waiting in queue, he or she can spend more time with customers building relationships, generating more revenue, and enhancing overall customer satisfaction and loyalty.
System Talk Internal Statistic: The alarm and warning settings for this new statistic will range from 1 to Similarly, if 30 minutes grouping is selected, then call records will get in minute increments. Calls can be easily and securely retrieved from any PC. Each account that can receive the template can be selected. I dont get to choose my IPO, my username or anything during setup.
IP Office CCR
This is a very useful feature as now a supervisor can divide their responsibilities into different views and compare the results of those views.
The Customer Call Reporter provides different levels of alarms for the supervisor and agent to properly manage their call center activity. Coaching intrusion and Whisper page cannot be done on an idle user. It may be done for internal calls ccd with external calls. Join your peers on the Internet’s largest technical computer professional community. Assess agent productivity — Customer service supervisors can gather current and historical data and generate reports to gauge the productivity of agents.
Real-time Access to Information — Supervisors get point and click, fcr and drop convenience for real-time information by agent or group of agents or to set alarm notifications and automatically deliver customized reports. I just removed that and replced with HTTP: The system total talk time is the sum of the inbound and outbound talk times for all.
The manual tells you to keep refreshing the page if this happens. I was getting the same thing. Register now while it’s still free! When I remove that from the URL, and press enter, it just takes me to http: Customizable Reports — Customer Service Supervisor offers easily customized reports to display specific information that is most relevant to the business: Within the supervisor client a user can program up to 3 different views of their call center.
Avaya CCR | IP Office Customer Call Recording
The product focus is on ease of use and deployment simplicity to ensure improved ongoing productivity and lower support costs. An address is entered during installation when the administrator account is first created.
Supervisors can provide coaching directly to the agent during a live call without the customer hearing to ensure quality standards are being met. Telefonix Jobs Discover Telefonix. And then i just end up at the login page.
Supervisor Report Template Copy A report template can be copied from one supervisor account to another one. Just installed CCR, everyting seems to be installed as it should. An agent’s productivity and efficiency will be measured by the parameters laid down for lost calls, answered calls, minimum talk time, and maximum talk avaaya. This address can be changed by after logging in by going to the System Settings tab.
By joining you are opting in to receive e-mail. Coaching intrusion is primarily a call centre feature, supporting interruption or inclusion of a supervisor on a live call to talk to an agent without the far end caller listening to the conversation.
Avaya IP Office CCC/CCR
The system talk average time is the sum of all of the Advanced Edition agents’ average call talk times System Talk Outbound Average Statistic: As parameters move from a normal to alarm state, the color of the field within the realtime view will change depending upon the level of alarm; white for normal, yellow for caution, red for alarm, and blue for alarm acknowledged.
Reasons such as off-topic, duplicates, flames, illegal, vulgar, or students posting their homework. The wallboard has the ability to display all the statistics currently available within Customer Call Reporter, but can also provide two additional new features: I dont know what im doing wrong!
What is the CCR software version? Following the same logic as the hour grouping, if grouped by 15 minutes, the call records will get grouped in minute increments. The system talk internal time is the sum of all of the Advanced Edition agents’ internal call talk times System Talk Outbound Statistic: In addition to this, the wallboard can also be customized with the company’s logo and colours.
When the installation finised, th server opens the folowing URL h ttp: That’s why we’re here – to help you. The system talk outbound time is the sum of all of the Advanced Edition agents’ offide call talk times System Talk Inbound Statistic: Contact Us About Telefonix.
Administration and management of the call centre is carried out via a thin client through a secure password protected web browser session. See how many calls have been taken over a period of time, the length of calls, and more Set and adjust thresholds to trigger alarms to suit changing objectives and campaign targets Schedule automatic report delivery in preferred formats Detailed, actionable data helps Supervisors schedule staffing for peak times, provide relevant agent training including recording and archiving of calls for later review and to improve overall business performance.
Customized, automated self-help menus allow customers to place oftice changes orders, chieck status of shipments and more! Look in the SQL and see if there is an Administrator.
Avaya IP Office R9.1 does NOT Support Customer Call Reporter CCR
Promoting, selling, recruiting, coursework and thesis posting is forbidden. It’s easy to join and it’s free. Capabilities of Avaya CCR Real-time Access to Information — Supervisors get point and click, drag and drop convenience for real-time information by agent or group of agents officd to set alarm notifications and automatically deliver customized reports.
Red Flag This Post Please let us know here why this post is inappropriate. If you have an unusual requirement, talk to us! Advanced call recording archival and retrieval — Call recording can positively impact customer service and revenue. For the release of IP Office R6, Customer Call Reporter now provides a browser based wallboard that can be used in businesses who want to display key statistics xvaya a group area, such as on an LCD television screen.