Contact Centers, CRM Customer Engagement

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  • 1.  Custom reporting requirement

    Posted 08-04-2022 05:11 PM
    Good morning community,

    We have a call center that handles both incoming calls as well as dialer campaigns.  We use ACCS and Dialer.  We are looking for the ability to do productivity reporting on agents that combine incoming calls, emails and dialer campaigns.  This is not possible using Avaya standard reporting.  We have configured a linked server connection to the Avaya databases and can access both ACCS as well as the "Mutlimedia"/Dialer database.  We however require the skills to assist in building joins between the two databases in order to produce consolidated reports.

    Anyone playing in this space?

    Carl Steijn
    Technical Manager
    AVI Limited

  • 2.  RE: Custom reporting requirement

    Posted 08-18-2022 09:06 AM
    We do, but I am spoiled and use Avaya Elite MultiChannel as our interface for the agent desktop. It allows us to do Preview mode outbound campaigns, which puts phantom calls into an inbound skill, tied to work items. This way the outbound work gets assigned to the agents like any other skill, so Avaya CMS can report on it.
    Not sure if there is a way to assign your outbound work through a skill, so that your inbound reporting tools can be used to measure the time spent on outbound work? unfortunately it wouldn't be able to give specific call stats, but it would let the CC Management team, see how the agents are spending their time. Avaya CMS has an ODBC connection available, so that you can export the raw stats from CMS, to put beside with the data you get out of your dialer, so that a combined report can be generated. If you have someone good with Excel, I have seen it done at other Contact Centres.

    Cam McLaren
    Sr Telecom technician
    Fallsview Casino Resort

  • 3.  RE: Custom reporting requirement

    Posted 12-06-2022 02:40 PM

    Not sure if you were able to address the need you expressed above, but my company may be able to help.  If you are still looking for options and are open to talking, please let me know.

    Marcus Gates
    Axim Inc.
    Midlothian VA