1 1 © 2007 avaya inc. all rights reserved. avaya – proprietary & confidential. under nda...
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11© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA
Quality Monitoring for Communication Manager
Quality Monitoring for Communication Manager
2© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
What is Quality Management?
Ability to assess the individual CSR
Monitor multimedia interactions for key skills
– Telephone
– PC
– Application usage
Develop and improve training programmes
– Reduce cost & improve repeatability
Provide MI feedback
– Training / coaching,
– Improve quality of new hires
3© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Quality Monitoring
Recording & analysis can be used for:• Protection & security• Skills assessment• Agent training• Improved customer service• Cross sell / up sell• Retain Agents• Reduced call duration• Improve selling skills
The largest expense in the Contact Centre is the staff and by correctly monitoring and improving their skills vast ROIs can be achieved!
The largest expense in the Contact Centre is the staff and by correctly monitoring and improving their skills vast ROIs can be achieved!
Contact Centre challenges:
Recording for Quality Monitoring
4© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
CSCM records calls on behalf of the Quality application
Quality monitors CTI events and looks up business rules
If the rules are a match, Quality instructs CSCM to record a call
This call is then transferred to the Quality server for playback in the Quality application
If the Quality server has also made a screen recording, this is combined as a single file for playback of synchronised voice and screen
Quality Server
Screen recording agent desktops
Cisco IPT & IPCCServers
CSCM
CSCM supports Quality
5© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Recording Rules
• Three types of Recording Rules
• Random- Sampling of agent contacts
• Schedule Based Rules: A business rule that records contacts for agents based on a date, day(s) of week, and/or time period.
• Event Based Rules: A business rule that records contacts based on one or multiple conditions
6© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Creating Rules
This view shows how simple it is to set up a schedule on the fly to record on specific dates and times, create a rule that can be save to be made “active” or “inactive” at anytime.
It also shows how random rules and rules with multiple attributes can be configured
7© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Playback Calls
8© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Playback Calls
9© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Creating Evaluation Forms
This view shows how the fields in the evaluation form will be auto-populated with the data that you feel will be most important to you.
This view shows an example of a form that can be used on your environment.
10© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Evaluating
• Automatically populate accurate, meaningful information
• Search for calls to evaluations in an organised method through focused folders
• Minimise cluttered screens with multi-dynamic sections
• Automate scoring
11© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Performance Optimization Workshop
Description - This workshop is the first and most critical task in implementing the Quality Monitoring solution. The deliverable of this workshop is a blueprint identifying the skills and behaviours by which Customer will take consistent measurement within its contact centres. It also servers as a means to develop a performance framework for your contact centre operations.
Objective - To create, validate or enhance Quality Evaluations form(s) and develop a quality process framework.
– This is designed as a four-day event delivered on-site for up to 12 attendees.– This is focused on the business issues that must be addressed as part of the
implementation but does not address items that are technical in nature.
Participants - Witness Business Consultants and Customer’s key stakeholders, members of Customer’s contact centre operations, managers and others responsible for monitoring or performance measurement.
Deliverables– The definition of a comprehensive evaluation form including a configurable template
containing answers and scoring schemes, and key indicators.– The development of a definitions document supporting the comprehensive evaluation form.– The processes and supporting project plan needed to rollout a new quality program.– Performance Optimisation Workshops recap document summarising the attendees,
accomplishments and Business Drivers identified throughout the workshop.
12© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
ReportingSingle solution for report authoring, management, distribution and ad-hoc queries
Designed to satisfy all reporting requirements from simple to sophisticated
Multilingual reporting to service the global enterprise
13© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Solution Benefits
ROI– Improvements in Customer Satisfaction– Increase productivity & revenue– Optimize Process & Technology Use– Identify and Leverage Best-Practices
Technology– Leverages Communication manager to deliver enhanced value
Flexibility– Simultaneous support for multiple end user devices and transports
• Analog, DCP, IP
– Support for multiple modes of recording• Bulk, executive, on-demand, meeting
14© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Quality Monitoring
Verint Components
Audio over RTP
Windows2000, 2003
Audio
User applications including:- Search and Replay- Evaluations- Enterprise Reporting
Recording Details
Full-tim
e
Recording
(Including IP
Recorder
and Screen
Capture)
SearchUnify connects
to Quality Monitoring
through QM Adapter
Windows2000, 2003
FTR connects through Adapter
Screen data to workstation and
voice to computer speakers
Viewer
eWare
Archive
CSCM
Recorder
RedHat Enterprise Linux 3.0, Update 6 or higher
UNIFY
QM Adapter
eRecorder
Quality
Monitoring
Windows2000, 2003
Application
Server
Enterprise
Reporting
Evaluations
Windows2000, 2003
Application Enablement
Server (AES)
Media Gateway
Avaya Communication ManagerS8710 pair
AVAYA Components
End-user
15© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Client retrieves the URL for playback and controls
AudioServer by calling Web Services
To Network
AVAYA Components Verint Components
Audio over RTP
Windows2000, 2003
Audio
User applications including:- Search and Replay- Evaluations- Enterprise Reporting
IP or TDM Phones
Recording Details
Windows2000, 2003
8 Analog Extensions per AudioServer
Full-tim
e
Recording
(Inclu
ding
IP Recorder
and Screen
Capture)
SearchUnify connects
to Quality Monitoring through QM
Adapter
PSTN
FTR connects through Adapter
Screen data to workstation and voice to
computer speakers
User applications including Vision and Viewer
Application Enablement (AE)
Server
CSCM
Recorder
RedHat Enterprise Linux 3.0, Update 6
or higher
Viewer
eWare
Archive
End user
Voice to telephone requires AudioServer
End user
End user
To Network
Application
Server
Enterprise
Reporting
Evaluations
Windows2000, 2003
QM Adapter
eRecorder
Quality
Monitoring
Windows2000, 2003
Telephone
Replay
Server
Windows2000, 2003
UNIFY
Media Gateway
Avaya Communication Manager
S8710 pair
1616© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA
Quality Monitoring for Communication Manager
Quality Monitoring for Communication Manager