1 1 © 2007 avaya inc. all rights reserved. avaya – proprietary & confidential. under nda...

11© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

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


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


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


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


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


Playback Calls


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.


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


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.


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


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


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


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

1 1 © 2007 avaya inc. all rights reserved. avaya – proprietary & confidential. under nda...

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