Transcript Fall Summit Presentation Template

Avaya Reporting and Analytics
Overview & Roadmap
Steven Williams, Fall 2011
Agenda
 High Level Reporting Strategy
 CMS update
 Focus on IQ
 Evolving to Avaya Aura Performance Center 7.0
 Mobility Applications
 Roadmaps
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3
High Level Strategy
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Contact Center Performance
An end-to-end process
Create
Define
Analytics
Reporting
Customer Surveys
Monitoring
Operations
Assign
Effecting
Change
Access & Permissions
Contact Recording
Agent Self Service
Quality Monitoring
Speech Analytics
eLearning
Managing
Resources
Scorecards
Coaching
Planning
Intraday Mgmt
Scheduling
Forecasting
It’s not just about measuring performance, it’s about acting on it!
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A quick look at CMS
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The CMS and IQ Team
CMS
For large CC, FCE and
installed base customers
Continued feature and platform
investment
IQ
For new CC customers and for
adding value to CMS installed
base customers
Progressively add Best-in-class
Unified Reporting : all contact
channels in one place
Focus on customer requested
features and platform lifecycle
extension
Rich out-of-box functionality
Feature requests will be subject
to prioritization based on
business opportunity and
customer satisfaction
Evolution of the platform from
Reporting to Performance
Management
“Side-by-side” deployment delivers incremental value for reporting and
analytics
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CMS
Available in 16.2 [Nov 2010]
 Backup Capability
– Full LAN Backup
– Tivoli Storage Manager 5.5 or 6.2.1, Netbackup 7.0
– NFS Mounted File System
– Tape Drives become optional
– Future data migration can be done without Tape Drives
 Customer Guardrails
– Timeout value for historical report queries
– Limit running of reports against agent groups >30, both Real-Time & Historical
– Two new report query logs:
– qlog: a log where entries are made upon query completion
– idbm log: a log showing what query is currently running
 Win7 64 bit OS support for Supervisor
 JRE Security improvements
 Common Administration through CCCM
 Replacement of T5220 server with T5120 8-Core [Feb 2011]
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CMS
Coming in 16.3 [Nov 2011]
 User Interface
– Web Client interface for CMS Supervisor
 Platform
– Replacement of low-end T5120 4-Core server
(Solaris on x86)
 Key Features
– CM 6.2 Alignment
– ICR 2.0 reportable elements
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IQ 5.2 released July 2011
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IQ
Overview of 5.2 [Jul 2011]




Unified Reporting
–
Inbound voice (Avaya Aura® Call Center Elite)
–
Blended Outbound (Proactive Contact)
–
Self Service (Voice Portal/Experience Portal)
–
ICR (Intelligent Customer Routing)
–
AACC (Multi-media Adjunct) (new)
Capacity
–
900 Report Users, 15K Agents, 300K BHCC
–
To 48 Data Sources (new)
Fully scalable deployment options
–
Application-only and Turnkey
–
High capacity external disk array for Turnkey
–
HA Configuration to 7.5K administered agents (new)
–
Survivability Configuration (new)
Key Features
–
Call Work Codes (new)
–
Real Time Dashboard for supervisors with 3 second refresh, many out of the box reports
–
Role based access control, Full Time Zone Support, Comprehensive drill down capability
–
Analytical insight
–
Agent Behavior Reports
–
Correlation Reports
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IQ 5.2 Capacities
All In One Host
Configuration
Single Host
Configuration
Dual Hosts
Configuration
Multiple Hosts
Configuration
Number of All Functions/DB Hosts
1
1
0
0
Number of All Functions Hosts
0
0
1
0
Number of Administration Hosts
0
0
0
1
Number of Reporting Hosts
0
0
0
1-3
Number of Data Processing Hosts
0
0
0
1-3
Number of Data Collection Hosts
0-2
0-4
0-8
0 – 24
Number of Real Time Dashboard Hosts
0
0
0
1
Number of Database Hosts
0
0
1
1
Number of MD12220/ EXP3000 Storage Units (All
units must be the same type – cannot mix).
0
1-8
1-8
1-8
Number of Sources: CM, PC, AACC and ESS/LSP
(Does not include VP sources.)
1-2
1-4
1-8
1 – 48
Maximum Total BHCC across all CM and PC
sources
20,000
65,000
130,000
300,000
Maximum VP BHCC across all VP sources
10,000
32,500
65,000
150,000
Maximum Number of Report Users
75
200
400
900
Maximum Number of Concurrent Agents
900
3,250
6,500
15,000
Maximum Number of Administered Agents for
High Availability (HA) configurations
7000
7000
7000
7000
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Avaya IQ Unified Reporting - Voice Portal Reports
Assisted Service / Self Service Duration
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Avaya IQ Voice Portal Reports
Customer Experience Details
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Avaya IQ Voice Portal Reports
Contact Trace
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IQ 5.2
Single Server Turnkey Configuration “All in One”
Key Functionality
 Smallest IQ Turnkey configuration
 Includes IQ Application, embedded Oracle DB, Linux OS &
Common Server hardware
 Total Rack Space is 1U
 Capacity is 900 concurrent agents, to 75 report users, 20K BHCC,
2 real-time sources (Elite, AACC, PC)
 Provides 1.1 TB of on board data storage
Positioning
 Cost effective alternative to CMS & BCMRD for small to mid size
Elite Contact Centers
 Displace competitor offerings (e.g. Taske)
 Primary reporting offering for Elite-AACC configuration
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IQ 5.2
Single Host Configuration
Single-Host IQ (with no remote sources)
– Smallest IQ Turnkey configuration with external disk array
– Total rack space is 3U = 5.25”
Data Storage
Combination Host –
IQ All Functions
and Database
– Capacity is 3,250 concurrent agents, 200 report users,
75K BHCC, 4 sources
– All IQ software as well as Oracle runs on a single server
– Provides 3.4 TB of data storage
o EXP3000s can be added for more data storage, in increments of 3.4TB
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IQ 5.2
Dual Host Configuration
 Dual-Host IQ (with no remote sources)
– Medium-sized IQ Turnkey configuration
– Typical rack space is 6U = 10.5”
Data Storage
Database Host
All Functions Host
– Capacity is 6,500 concurrent agents, 400 report users,
130K BHCC, 8 sources
– Provides 6.8 TB of data storage
o Number of EXP3000s variable for more or less data storage, increments of 3.4TB
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IQ 5.2
Multi Host Configuration
o
o
o
o
…
 Multi-Host IQ
(with no remote sources)
– Large IQ Turnkey configuration
– Typical rack space is 13U = 22.75”
– Capacity is:
Data
Storage
15,000 concurrent agents
900 report users
300K BHCC
16 sources
(1-8
enclosures,
typically 4)
– Typical data storage is four
2U enclosures
o Providing 13.6 TB of data storage
o Number of EXP3000s can
be adjusted for more or less
data storage, in increments
of 3.4TB, up to 27.2 TB
o Up to 8 allowed
DB Host
Admin Host
DP Host
RTD Host
– Typically a single Reporting Host
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…
o Up to 3 allowed
Reporting
Hosts
(1-3 servers,
typically 1)
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IQ 5.2
Unified Reporting for Elite-AACC [Jun 2011]
Key Functionality
 Unified Reporting for Elite-AACC Configuration
– CC Elite: Voice
– AACC: Email, Text-Chat, Fax, White Document,
Social Media Integration
 Real-Time & Historical Reporting
– Supports Multichannel Multiplicity
 IQ sized to number of multichannel agents
– Can scale to full capacity of Elite agents
Positioning
 Cost effective unified reporting for all contact
channels (Elite-AACC)
 Optional…but you really, really want to get 100%
adoption
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IQ 5.2
Unified Reporting for Elite-AACC
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IQ 5.2
Unified Administration for IQ-Elite-AACC config
Key Functionality
CCCM 6.0
Unified Administration for IQ when used for EliteAACC configuration
IQ 5.2
– Users, Roles, User Role Assignment
– Agent Groups, Skill Groups
– Routing Point Groups
CC Elite
AACC
Enabled by Avaya Contact Center Control Manager
(ACCCM) IQ Connector and CM Connector (AACC
connector bundled)
Positioning
Cost effective Unified Administration for IQ-EliteAACC configuration
Optional…but you really, really want to get 100%
adoption
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IQ 5.2
CMS Parity Features – Call Work Codes
Key Functionality
 Classification Tags (CWC)
– Collect from CM
– Report on Tags
Positioning
 Ability to report on tagged
calls
 CMS feature debt removed
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Avaya IQ 5.2
Resiliency, HA, Survivability – Multiple Sites
Remote Site
Main Data Center
CM
Survivable
Core (ESS)
Backup Data Center
CM
Survivable
Core (ESS)
CM Main
Server
WAN
IQ Data
Collection
(Secondary)
WAN
IQ Data
Collection
(Survivable)
IQ
Primary
IQ Data
Collection
(Survivable)
IQ
Secondary
Supported Configurations
 High Availability
 Survivable Data Center
– Combined HA and Survivable
 Data Collector at Survivable Remote Sites
configuration – dual data center
– IQ Data Collector connected to ESS or LSP
 Multiple Sites with Survivability
– IQ Single, Dual and Multi-host configurations
with ESS or LSP
– Combined HA and Survivable
 Processor Ethernet and C-LAN
connectivity
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configuration – dual data centers
– Data Collector at Survivable Remote
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Sites
IQ 5.2
Portfolio Integration
Key Functionality
 Click-through from IQ user
interface to performance
applications
Positioning
 Single point of access to
performance applications
 Ease of navigation between
applications
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IQ 5.2
Migration Licensing
IQ Licenses
New System
Pricing
Upgrade /
CMS Side-by-Side
Migrate Pricing Upgrade / Replace
Report User
3,500
1,100
Migrate pricing
Agents
100
0
Migrate Pricing
PC Connector
1,000
350
Migrate pricing
VP / ICR Connector
8,000
2,800
Migrate Pricing
AACC Connector
2,000
700
Migrate Pricing
HA Report User
875 / 10,000
306 / 3,500
Migrate Pricing
Data Import Conn
10,000
3,500
Migrate Pricing
Data Export Real
30,000
10,500
Migrate Pricing
Data Export Hist
5,000
1,750
Migrate Pricing
All prices US$, List
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Evolving to Avaya Aura Performance Center
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Avaya Aura® Performance Center
Architecture
Presentation Layer
User Workspace
Mobile Supervisor
Application Layer
VP
ICR
PC
POM
AACC
Elite
WFO
CMS
Operational
Reports
Advanced
Reports
Tools Layer
Customer
Applications
CC Analytics Applications
Contact
Analyzer
Flow
Analytics
Screen
Analytics
Report
Designer
Reporting Engine
Data Warehouse
Data Layer
Sources
Historical Data Import
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Real-Time Data Input
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Avaya Aura® Performance Center
Application Stack
Action Module
Closed Loop
Add optional module for closed-loop,
adaptive contact center functionality
Analytics Module
Analytics
Add optional module for performance
analytics functionality
Advanced Reporting Module
Advanced
Reporting
Use CMS as a data
source for advanced
capabilities
Standard
Reporting
CC Data
Sources
AAPC
Add optional module for advanced
reporting functionality
Operational Reporting Module
For CC Elite, choose this,
or this, or both side-by-side
CC Elite
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Embedded Reporting
provides feature-rich
unified reporting
AACC
Embedded
Reporting
CC Elite handles voice, AACC
handles Multichannel
CC Elite
Avaya Aura
CC
Avaya Aura CC
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Avaya Aura® Performance Center
Action Workflow / Fully closed loop CC
Agent, Supervisor,
Manager, Stakeholder
Performance Center
Action Workflow
Real-Time Data
Event
Detection
Alerts &
Notifications
Pattern
Detection
 Threshold alerts
 Take action advisories
 Performance notifications
 Reminder alerts
Historical Data
Performance
Center Platform
CC
Applications
Adaptive
CC KPIs
WFO
Business
Applications
AACC
CEP / VP
KPI based
resource
selection &
work
assignment
KPI & pattern
enabled
dynamic
dialogs
Closed Loop: Key enabler for
Adaptive Contact Center
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Contact Center Mobile Applications
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AAPC 7.0
Supervisor Mobile Application
 Portable queue and agent
monitoring
 At-a-glance information and
analysis, agent details
 Take corrective action while
roaming
 Directed and responsive
communications
 Summary to Detail views
 Agent State Detail tabs
 Queue Details view
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Agent Details Panel
 Access agent summary for
informed decisions
 Critical agent statistics
 Agent contact information
 Modify queue
assignments
 View agent time
distribution
 Initiate communication
with agents, such as IM
and email
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AAPC 7.0
Mobile Executive Application
World Map
 Queue groups with location
 Expand for critical queue group
statistics
 Expand to see threshold violations
 Drill to identify responsible parties
Trend Analysis
 Trend information for queue groups
 Communicate with responsible
parties via IM and email
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AAPC 7.0
Mobile Executive Application
 Unfettered contact center
monitoring
 At-a-glance information and
analysis
 Directed and responsive
communications
 Data at your fingertips
 Queue level detail
 Queue group monitoring
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AAPC 7.0
Content in scope for July 2012
 Flexible / modular architecture
 Extensible data warehouse and ETL tools
 BI Infrastructure
 HA to 15,000 agents
 Mobile for Supervisor Application
 Mobile for Executive Application
 Extensible CC Analytics via Professional Services
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Content Roadmaps
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Avaya Aura Performance Center
Roadmap
Delivered
In Development
IQ 5.2 – Jul ‘11
Unified Multichannel
Reporting
AAPC 7.0 – July ‘12
Advanced Reporting Tools
Analytic Offerings
Platform
•Data Warehouse with
modular architecture
Unified Reporting
•ICR 2.0 support
•AACC Voice and IM
support
Priority Features
•HA to 15 K agents
•CC Elite 6.2 support
•AACC 6.3 support
•Mobile Supervisor
•Mobile Executive
Analytics
• Analytics
• CMS Analytic
• Flow Analytic
• Screen Analytic
Unified Reporting
• AACC-CC Elite
combined multi-channel
reporting
Priority Features
• Call Work Codes
• ESS & LSP support
• 7.5 K HA administered
agents. Improved scale
• Zero downtime
upgrades for HA
configuration
• Click-through to point
reporting applications
Platform
• All-in-one-server
Turnkey option
In Concept
AAPC 7.1 – 2H2013
Unified Reporting
Consolidation & Analytics
Platform
•Data Warehouse with
ETL tool
Unified Reporting
•POM Reporting
•WAE Reporting
Priority Features
•CC Elite 6.2 support
•AACC Network
Reporting
•Mobile Collaboration
Analytics
•CMS Analytics
•Report Builder
• FCR
• Flow Analytic
• Screen Analytic
Roadmap dates & content subject to change
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CMS
Roadmap
Delivered
Delivered
In Planning
CMS 16.1 – Jun ‘10
Improved CM Integration
CMS 16.2 – Nov ‘10
Customer Features
CMS 16.3 – Nov ‘11
Platform Refresh
Call Center 6.0 Alignment
• SPI L23 support
• More agents, VDNs, trunks
• Interruptible AUX feature
support
• Route / Queue Calls to Agent
by Skill Level support
• Percent Allocation Routing
support
Priority Features
• IPv6 support
Priority Features
• Full LAN Backup
• Tape Drives become optional
• Customer guardrails
• Win7 64 bit OS support for
Supervisor
• JRE Security improvements
Platform
• Replacement of T5220
server with T5120 8-Core
Priority Features
• CMS Supervisor Web
Call Center 6.2 Alignment
• ICR 2.0 Reportable Elements
Platform
• Replacement of low-end
T5120 4-Core server (Solaris
on x86)
[Feb 2011]
Roadmap dates & content
subject to change
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Avaya Aura CC Mobile Applications
Roadmap
In Development
AAPC 7.0 - Jul ‘12
Remote Monitoring
Supervisor
• Real-time monitoring of
queues and agents
• Queue trending
• Integrated email
Operations Manager
• Real-time queue group
monitoring and trending
• Google Maps for queue
group locations
Sources
• Contact Center Elite and
AACC via AAPC
Platform
• Native iOS apps (iPad)
* end of Native iOS development
In Concept
AAPC 7.1- 2H 13
Collaboration
Agent Desktop
• IM, SIP voice, video app for
supervisor collaboration/ and
observing
• Content sharing with supervisor
• Real-time monitoring
Supervisor
• Real-time monitoring
• IM, SIP voice, video app for
agent and operations manager
collaboration
• Content sharing
• Agent admin
Operations Manager
• Real-time monitoring
• IM, SIP voice, video app for
supervisor collaboration
• Content sharing with supervisor
and wall-monitor
• Bulk admin (limited scope)
Platform
• Avaya Session Manager for SIP
voice
• Flash-based apps for cross client
deployment
In Concept
AAPC 8.0
Operational Analytics
Supervisor
• Integrated real-time and
historical monitoring
Executive
• 3D globe view (spin)
• Operational analytics,
with trends
Sources
• AAPC operational realtime and historical data
Platform
• Avaya Session Manager
for SIP voice
• Flash-based apps
• Adobe services for IM
and video (tbd)
In Concept
AAPC 8.1+
Business Analytics
Supervisor and
Ops Manager
• Links into AAPC reports
• App customization
(ability to select measures,
trends, colors, etc.)
Executive
• Business analytics, with
trends
Sources
• AAPC operational data
• AAPC WFO, CRM, etc.
business data
Localization
* beginning of Flash platform
• Adobe services for IM and video
Localization
Roadmap dates & content subject to change
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Adaptive Contact Center
Fully closed loop
Work Assignment
(“Queuing & Routing”)
Assigning
Work
Reporting &
Analytics
Monitoring
Operations
Effecting
Change
Unified
Administration
Managing
Resources
Workforce Optimization
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Avaya Aura® Performance Center
Architecture
Presentation Layer
User Workspace
Mobile Supervisor
Application Layer
VP
ICR
PC
POM
AACC
Elite
WFO
CMS
Operational
Reports
Advanced
Reports
Tools Layer
Customer
Applications
CC Analytics Applications
Contact
Analyzer
Flow
Analytics
Screen
Analytics
Report
Designer
Reporting Engine
Data Warehouse
Data Layer
Sources
Historical Data Import
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Real-Time Data Input
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