The Avaya Call Management System (CMS) provides the information and management tools needed to monitor and analyse the performance of Contact Centre operations, showing where improvements are needed and where to take fast effective action. Working in conjunction with CMS, the CMS Supervisor client provides comprehensive administration and reporting capabilities using a familiar Microsoft Windows interface.
CMS is a database, administration and reporting application designed for enterprises that receive a large volume of telephone calls or who have complex Contact Centre operations. CMS provides an administrative interface to the automatic call distribution (ACD) feature of the Communication Manager application, enabling Contact Centre managers to generate reports, administer ACD parameters and monitor call activities to determine the most efficient service possible for their users.
With CMS, users can view live, real-time information and see the immediate results of their adjustments. Historical reports can be used to analyse trends, establish performance benchmarks and plan new marketing or customer service campaigns. Supervisors have access to real-time and historical reports to help effectively manage the performance of personnel. A powerful custom report package lets users modify real-time and historical reports or create reports that fit their unique requirements. Extensive reporting of exceptions allows managers to quickly identify areas requiring immediate attention.
CMS helps users keep in touch with virtually everything that's going on, whether they want to evaluate the performance of one agent, a group of agents, a single contact centre, or multiple locations around the world. It's ideal for small, single-location contact centres or large, multi-location applications, or anything between. CMS Supervisor works in conjunction with CMS, providing user friendly PC-based administrative tools and reports to help managers maximise Contact Centre performance.
Managers can evaluate more than 200 standard reports, from the performance of a single agent to multiple Contact Centres dispersed across the globe and respond through their personal computer using CMS Supervisor software. An optional application called Report Designer works in conjunction with CMS Supervisor to provide the ability to quickly and easily create customized reports.
CMS Supervisor software enables users to use a PC to access the reporting and administrative capabilities of the Call Management System using a graphical user interface based on the Microsoft Windows operating system. By connecting through an existing TCP/IP Ethernet LAN, users can monitor Contact Centre performance from a PC within the centre, at home, or on the road.
The software can be loaded on an individual PC and provides supervisors with desktop access, graphical reporting, customized navigation tools and optional custom reporting. Real time reports can be refreshed down to every 3 seconds. CentreVu Supervisor also provides CentreVu Adocate reports, supports four simultaneous windows for multi-site real-time CMS reporting, lets users create scripts to automate and schedule various administrative and reporting tasks, offers easy-to-use Wizard graphical interfaces for creating custom reports and enables HTML exporting.
The CentreVu Supervisor expands the capabilities of the CentreVu CMS, which provides a variety of administrative tools and reports to maximise call centre performance. With CentreVu CMS, call centre managers have an integrated analysis and reporting program for not just monitoring but also administering the Muiltivantage call centre platform. Features such as Visual Vectors and Move agent while staffed allow the supervisor to react to changing conditions. The CentreVu Supervisor gives call centres access to these capabilities from the convenience of a PC desktop. Any report that can be displayed via CentreVu Supervisor can be converted into HTML output for distribution and viewing on the Web. Report Designer is a feature of CentreVu Supervisor that allows the user to create custom intuitive reports.
Report Management
The Call Management System provides over 200 real-time and historical management reports designed to help users achieve critical sales and customer service objectives, while boosting the productivity of contact centre employees and resources. It offers extensive historical data storage capabilities, keeping detailed intra-hour data for up to 62 days, daily reports for up to five years, and weekly and monthly data for up to ten years.
In addition, a powerful optional custom report package lets users modify real-time and historical reports or create reports that fit their unique requirements. Extensive exception reporting allows users to quickly identify areas requiring immediate attention.
CMS High Availability Option
The optional High Availability (HA) system provides a redundant back-up CMS that works with a primary CMS to help prevent data loss caused by maintenance and upgrade activity or failure of system components. With two independent, fully functional CMS servers connected through dual data links to one or more Communication Manager Media Servers, the CMS HA offer helps users ensure the continuity of their business operations. The HA CMS configurations must have identical software loads, and hardware platforms must be of equal processors, speed, and capacities.
CMS Supervisor has an alerting function that instantly notifies users of important developments in the Contact Centre or missed pre-set thresholds. These alerts can be customised to other applications and be alerted when any specified threshold is exceeded. Immediate notification allows supervisors to take quick action, such as reassigning agents to a particular split or skill. This is all performed using Windows point and click, drag and drop.