Spectrum’s NeXorce Enterprise Software provides real time and historical reporting from the Avaya CMS. However, to be very clear, NeXorce is not replacing the Avaya CMS but rather offering an enhanced reporting option. The enhancements come by collecting data outside of the Avaya platform, providing a more visually appealing reporting and offering more reporting options. The types of reports available include:
- Real time for the interval
- Real time for the interval for the day
Real-time for the interval does not include for the day data, just data for that interval. The purpose is to show the productivity during the interval. Comparing critical statistics will display the efficiencies for the interval and not blur the results with daily totals. The trends for the day will show the manager the true productivity per interval.
Including data from other sources such as customer service trouble tickets, sales revenue, quotes, IVR and WFM for the interval can provide more details regarding productivity.
Real time for the day is historical for the day at the end of the intervals. This is standard Avaya CMS data and when you compile additional data again you see the productivity for the team for the day. In this example we are showing data for the interval and another chart for the day.
Real time for the interval shows us the trend for the team during the day. Real time for the day shows us the total productivity. Both have value and it might be useful for you to show both for the interval and the for the day.
Displaying the trend for the day can help the call center team in many ways. They are able to recognize the trend because they recall the history of what has happened in the past. Managers can point out the flaws that exist within the group and explain it to the agents with the reporting proof that they need.
Historical reporting is for the managers to review the total for the business, by groups and for the individual agents. Data from multiple sources that are relevant to each other can be combined together to display the cause and effect to the call center operations. The key to historical success is to understand what data truly shows the business status.
In this dashboard data from the Avaya CMS and from WFM are combined together and show the historical performance for the agent. The Occupancy is from the WFM the Working State and NonWorking State times are defined by the manager. For example do you want to include lunch as a NonWorking State time or not include it at all in your reports?
The historical information will give you a view of the productivity for the agent, group or the business, depending on your report. Being able to look back a year ago to see your business productivity is very valuable to you as you plan your business strategies looking forward.