I'm new to Avaya Aura Contact Cente 2

[captnamo]

I'm new to Avaya Aura Contact Center (just recently installed) on CS1K-E 6.0. So, AACC reports are new to me as well.

One of our small call center groups had a caller claim they were on hold for 30 minutes. They'd like to understand how that could happen, maybe get a list of calls for a 2-hour time period as well as how long each call was waiting in the queue.

I was able to find a report that listed login/not ready/logout activity, but can't seem to find any other report that fills the bill. Has anyone had any experience with this kind of investigation in Contact Center? Any other suggestions to explain what was going on that the call wasn't answered more timely?

Thanks!

--Steve

 

[cctechuser]

Run the Call By Call Report for the duration when call arrived to answered.

 

[captnamo]

I ran that report for 7/25 1 pm to 2 pm and came back nul under AGENT, listed no entries. Same holds true for same time period yesterday. Wonder what's up with that!

"SELECTION CRITERIA" on that report is not available. Would be nice if I could select by Supervisor, assuming anything showed up on that report at all.

 

[Utreg]

Try the report Others: Skillset Performance (in intervals)
This will show the (Maximum) Answer Delay and the Average No. of Agents.

After that run the Call By Call Report for the specified intervals to zoom in on a call.
Make sure the settings for collecting data are set in the Configuration, Historical Statistics. The Call By Call Duration (Days) have to be set and the Call By Call "statistics collection" should be set to "Local" for all applications.

 

[captnamo]

Initially on the screen I only saw Parameters and Collect The Following Stats. Under Collect the Following Stats, each one was checked "Collect" except Contact Summary. I checked that one just now.

At first I didn't see anything that indicates a Call by Call duration or statistics, but then realized I needed to scroll down farther to see the additional configuration boxes.

For some reason it appears that AT&T didn't configure Call-by-Call Stats Collection as all Apps are set to None. I'll check with AT&T and see if this was missed or if there was a reason it wasn't set to Local.

Under Duration, Call-by-Call is set to 5 days. Does that mean those stats are only kept for 5 days?

THANKS for pointing me in this direction!

 

[Utreg]

Your're welcome.
You are correct: if Call-by-Call is set to 5 days it will remember only 5 days (this is the default value).
You can adjust the historical settings 'on the fly with no problems. Just make sure the 'Actual' value is less than the 'Required' value (so the items will fit in the database: look at the values via 'calculate' (when you change a value press 'calculate' to check). Over here I set the CBC days to: 92.

My experience is engineers don't bother to adjust these settings since the system will work without setting those up....

 

[captnamo]

Hmmmm......my numbers seem out of whack.

Call-by-call and CSR Database = 49150 mb actual; 136 Required.

System Database = 49150 actual; 47233 required.

 

[captnamo]

AT&T indicates that as long as the required is less than the actual that I should be ok. (This really seems backwards to me somehow.)

Thanks again for helping to solve this mystery for me!