© 2009 Avaya Inc. All rights reserved.1 Chapter Seven, Customer Call Reporter (CCR) Module Three – Call Scenearios

© 2009 Avaya Inc. All rights reserved.2 Customer Call Reporter Call Scenarios Customer Call Reporter provides real time monitoring and historical reporting of call center activity. This is achieved with a thin client web browser session logged onto the IP Office Customer Call Reporter server. Within the supervisor client a user can monitor real time data and access historical reports. A Supervisor can: – Divide their responsibilities into three different views and compare the results of those views. – Use filters in reports to refine the data and offers the following options in a drop down list; All, Answered, Refused, Refused Overflowed, Overflowed All, Overflowed Off PBX, Overflowed on PBX, Transferred and Lost Calls. The following slides provide examples of CCR real time and historical report views.

© 2009 Avaya Inc. All rights reserved.3 Hunt Group Call Answered by First Agent

© 2009 Avaya Inc. All rights reserved.4 Supervised Transfer to Agent in Same Queue

© 2009 Avaya Inc. All rights reserved.5 Blind Transfer to Agent in Same Queue

© 2009 Avaya Inc. All rights reserved.6 Transfer to another Hunt Group

© 2009 Avaya Inc. All rights reserved.7 Transfer to another Hunt Group - continued

© 2009 Avaya Inc. All rights reserved.8 Queue Call Timed Out to Voic

© 2009 Avaya Inc. All rights reserved.9 Overflowed and Answered by 1st Agent

© 2009 Avaya Inc. All rights reserved.10 Overflow and Timed Out to Voic

© 2009 Avaya Inc. All rights reserved.11 Overflowed and Lost

© 2009 Avaya Inc. All rights reserved.12 Lost Call