Chapter 4

Supervisor Challenges

© 2009 Avaya Inc. All rights reserved. 1

 Chapter 4 Objectives
After completing this chapter, you will be able to:


4 Identify the supervisor imperatives surrounding reporting,

contact routing, Intelligent Customer Routing, and workforce
management
4 Match the supervisor imperatives to the Contact Center
solutions that address those challenges
4
–
–

© 2009 Avaya Inc. All rights reserved. 2

Supervisor Imperatives

Chapter 4, Section 1

© 2009 Avaya Inc. All rights reserved. 3

Section 1 Objectives
4 After completing this section, you will be able to list the
challenges and imperatives that Contact Center
Supervisors face.
4
–
–

© 2009 Avaya Inc. All rights reserved. 4

 Interaction:
Add a vignette where the supervisor character is in
Supervisor Imperatives

Report on Results

Customer Treatment and Intelligent Routing

Routing Options

Workforce Optimization

© 2009 Avaya Inc. All rights reserved. 5

Reporting Solutions

Chapter 4, Section 2

© 2009 Avaya Inc. All rights reserved. 6

Section 2 Objectives
 After completing this section, you will be able to:
4 Identify the supervisor reporting challenges
4 Match the supervisor reporting challenges to the Contact
Center solutions that address those challenges


© 2009 Avaya Inc. All rights reserved. 7

Operational Effectiveness

Set
Goals

Capture
Data

Monitor
Activity

Analyze
Take Action Data

© 2009 Avaya Inc. All rights reserved. 8

Avaya Reporting Solutions
4 Avaya Call Management System (CMS)
4 Avaya IQ
4 Avaya Operational Analyst (OA)


© 2009 Avaya Inc. All rights reserved. 9

 Avaya Call Management System
 Avaya Call Management System (CMS) is:
4 A database, administration, and reporting application
designed for enterprises with a large volume of
telephone calls and complex contact center
operations
4 A turnkey solution with Sun Solaris platforms and
Informix database
–

© 2009 Avaya Inc. All rights reserved. 10

 CMS Benefits
CMS Reporting and Administration


4 Instantaneous notification of any problem areas

4 Drill-down to more detailed information
4 Easily invoke administration to make changes
4 Fine-tune with historical data
– Right-size agent staffing
– Identify problem areas
4 Over 200 standard reports
4 Extensive customization capability


© 2009 Avaya Inc. All rights reserved. 11

Avaya CMS Supervisor
4 GUI access to reporting and administration server
4 Windows 2000, XP Professional, Windows Vista and
Windows 7
4 Threshold notification
4 Real-time, historical, and integrated reports
4 Agent administration
4 Agent exception reports
4 Contact center administration
4 Report customization via Report Designer
4 Report wizards

© 2009 Avaya Inc. All rights reserved. 12

Agent Adherence to Schedule
4 Contact Center supervisors can see if agents are
logged in or logged off, on time, and taking breaks
as scheduled.
– Service levels depend on the last one or two agents
working as expected.
– Counteracts lack-of-adherence, center overstaff,
rising costs.
4 CMS Supervisor increases supervisor’s insight on how
agents use their time.
4
Service Levels depend on the last couple of agents working as expected Note how a drop
4 of 2 agents 37
Number of agents working 38 37 36 35 34 agents to 35
Average Speed of Answer (sec) 14 24 41 84 261
agents can cause
the average wait
time to go from 24
Drop inAvailable Labor, from38 agents 2.6% 5.3% 7.9% 10.5%
seconds to 84
seconds
Increase inASA 71% 193% 500% 1764%

Agent Occupancy 73% 75% 77% 79% 82%

Assumes 500 calls per hour, 200 seconds/call AHT

© 2009 Avaya Inc. All rights reserved. 13
CMS Integrations with 3rd Party Applications
4 Avaya Professional Services (APS) provides offers to integrate CMS with 3rd party
applications such as:
– Wallboards
• Work Force Management applications
– Avaya Workforce Optimization solutions
– NICE Call Recording
• APS Contact Analyzer (replaces NICE Analyzer)
• Cisco Intelligent Contact Management (ICM)
–

4
4
4

© 2009 Avaya Inc. All rights reserved. 14

Avaya IQ
4 Avaya IQ is a reporting and analytics platform that consolidates real-time data from
customer service solutions and enterprise business resources
– Delivers reports that relate activity to results
4 IQ provides supervisors with many benefits including:
– One report for inbound and outbound calls
– Realtime Dashboard (RTD)


4
4
4

Note: Avaya IQ screens shown in

this course reflect the Alpha
Software Release and are subject
to change

© 2009 Avaya Inc. All rights reserved. 15

 Avaya IQ Reporting and Analytics
Making Better Decisions Faster


Avaya Vision
4Provide enterprise-wide reporting across all Avaya solutions
4Enable operational excellence with useful data that is actionable
4Facilitate integration with customer enterprise data

Customer Benefits
4Consistently manage all channels of communication in
the business
4Detect and respond to changing conditions
and trends
4Manage business with customer interaction data tied to
broader context

© 2009 Avaya Inc. All rights reserved. 16

 Avaya IQ – Reporting Solutions
4 Provides rich, robust contact center reporting and analytics
– Actionable intelligence for Avaya Contact Center
– Includes multiple data sources
4 Takes contact center reporting to a whole new level
4 Builds upon Call Management System (CMS)
– IQ provide a much greater detail in reports
and extensive drill-down capabilities
4
4

Note: Avaya IQ screens shown in this course

reflect the Alpha Software Release and are
subject to change

© 2009 Avaya Inc. All rights reserved. 17

IQ Realtime Dashboard (RTD)
4 Realtime Dashboard is a Web-based User
Interface that supervisors use to monitor
KPIs and statuses
4 Activities are used to group real-time reports
to improve user efficiency and
effectiveness
– Reports within an “Activity” share inputs

Note: Avaya IQ screens

shown in this course
reflect the Alpha
Software Release and
are subject to change

© 2009 Avaya Inc. All rights reserved. 18

IQ Reports
4 RTD Reports include:
– Agent and Contact Surplus
– Agent Behaviors
– Agent Performance
– Agent Status
– Agent Utilization
– Contact Location
– Queue Disposition
– Queue Performance
– Queue Status
4
Note: Avaya IQ
screens shown in this
course reflect the Alpha
Software Release and
are subject to change

© 2009 Avaya Inc. All rights reserved. 19

Operational Analyst Highlights
4 Operational Analyst (OA) reports on full-featured multi-channel contact
center for:
– Real time performance monitoring
– Historical reporting
4 Delivers 360 degree view of customer contact
4 Basic Report
– For contact center supervisors
– Real-time and Historical: agent state, queue performance, service levels
4 Advanced Reporting
– For Business Analyst
– Two components: Report and Reporting Tools, based on Cognos
Technology (Powerplay, Impromptu)
4 Comprehensive visibility into operations and customer experience
4 OA can be purchased without Interaction Center as a CMS add-on

© 2009 Avaya Inc. All rights reserved. 20

OA Reporting and Analytics
4 Simplifies real-time data consolidation and
reporting across locations Supervisor

– Reporting and analysis across multiple

vendor switches, multiple locations
– Drives operational efficiency
4 Provides single environment for common and Central
consistent reporting Multichannel RDS Real-time
Inbound Distributed
– Rich multichannel support for IC, Outbound Multivendor
Proactive Contact, Interactive
Response, and CMS Contact
Phone Center
– Pre-packaged reporting and analytics
– Support for Cognos 7.4 Self
Service
4 API makes real-time and historical data
extensible to agent performance Proactive Branch
Contact Office
applications
– Open interface for sharing real-time and
Email
historical data
Remote
Agents
Web

© 2009 Avaya Inc. All rights reserved. 21

Intelligent Customer Routing

Chapter 4, Section 3

© 2009 Avaya Inc. All rights reserved. 22

Section 3 Objectives
4 After completing this section, you will be able to explain
how Intelligent Customer Routing (ICR) helps Contact Center
Supervisors meet challenges surrounding staffing, customer
treatment, and Service Level Agreements.

© 2009 Avaya Inc. All rights reserved. 23

Supervisor Staffing Challenges
4 Supervisor’s challenges for staff, service, and initiatives include:
– Meet Service Level Agreements (SLAs)
– Staffing
– Sales and service initiatives

© 2009 Avaya Inc. All rights reserved. 24

Intelligent Customer Routing
4 Provides a new model for call center and self service.
4 Combines unified self and assisted service into a single smart call routing
solution.
4 Provides three principal differentiators:
– Uses Voice Portal as primary control point of call center
– Provides new Voice Portal routing application for ACD load balancing
– Replaces CTI complexities with SIP Call Context Integration
4 Greets customers intelligently based on business insights.
4 Presents personalized messages and call-back options
4 Lets customers connect with agents and subject experts
4
4
4

© 2009 Avaya Inc. All rights reserved. 25

ICR Supervisor Benefits
4 ICR benefits supervisors:
– Manages calls
– Streamlines management
– Reduces interface training
4
4
4

© 2009 Avaya Inc. All rights reserved. 26

 ICR Products
The Avaya Intelligent Customer Routing (ICR)


solution includes the following products:

4 Voice Portal
4 Dialog Designer
4 Avaya Aura™
4 Avaya IQ


4
4
4

© 2009 Avaya Inc. All rights reserved. 27

Contact Routing Options

Chapter 4, Section 4

© 2009 Avaya Inc. All rights reserved. 28

 Section 4 Objectives
 After completing this section, you will be able to:
4 Identify the supervisor challenges that surround managing
agent usage, balancing contact volumes, and
distributing contacts to the appropriate resources
4 Match the supervisor challenges to the Contact Center
contact routing options that address those challenges

© 2009 Avaya Inc. All rights reserved. 29

Supervisor Routing Challenges
4 Contact Distribution
– Involves managing the contacts and sending to the appropriate resources or
destinations
– Uses communication servers to process incoming, outgoing, and internal contacts
– Routing options provide different options to help manage the distribution of contacts
4 Agent Utilization
– Indicates the overall amount of time agents signed into a queue are either on the
telephone or in after call work
• Occupancy rate (OCC) if too high you risk agent burnout, if it too low you are
overstaffed and incurring unnecessary costs
• Agent adherence is a reflection of the amount of time an agent actually adhered
to or followed their schedule
– Significant deviations from adherence goals indicate the need for agent
coaching
4 Balancing Contact Volumes
– Increases in contact volume can send the supervisor and the contact center into
firefighting mode
– Spikes in contact volume can cause service levels agreement thresholds to be
jeopardized
– If the correct routing options are chosen, then the supervisors do©not have to manually
2009 Avaya Inc. All rights reserved. 30
Customer Service Building Blocks
CT
I Business Advo
cate*
Communication Manager

Best Service Routin Competitive Advantage

g
Patented Algorithm

Expert Agent S
election

Basic ACD with

Call
Vectoring

* Business Advocate runs over CM or IC

© 2009 Avaya Inc. All rights reserved. 31

Routing Levels of Sophistication
Expert Agent Selection Best Service Routing (BSR) Business Advocate (BA)
(EAS)
4Compares specified 4Works on top of Contact
4Avaya’s term for “skills splits/skills, selects the Center Elite
based routing” best service
4Segment customers
4Provides Free Seating 4Single-site or multi-site
4Works in both Call Surplus
41 -16 skill preferences can operation
and Agent Surplus
be assigned 4Single-site compares local scenarios
4 splits/skills
4Available with CC and IC
4Multi-site extends across
local splits/skills, remote
splits/skills, or both, and
routes to the best
resource

© 2009 Avaya Inc. All rights reserved. 32

 EAS Supervisor Benefits
 Expert Agent Selection (EAS):
4 Chooses agents
4 Tracks number of calls
4 Uses agents AUX
4 Requests selection

© 2009 Avaya Inc. All rights reserved. 33

 BSR Supervisor Benefits
 Best Service Routing (BSR):
4 Provides larger pool of agents
4 Converts distributed locations
4 Solves staffing problems
4 Reacts to staff shortages
4 Manages call volume
4 Requires less intervention


© 2009 Avaya Inc. All rights reserved. 34

 BA Supervisor Benefits
 Business Advocate (BA) enables the enterprise to:
4 Match customers with the best agent
4 Optimize customer care
4 Deliver expertise on demand
– Match the right agent to the right contact to drive
first call resolution
– Maximize agent utilization while fairly balancing
workload
4 Meet service levels automatically
– Dynamically adjusts staffing to meet business
goals, no supervisor intervention
4 Drive customer satisfaction
–
–

4


© 2009 Avaya Inc. All rights reserved. 35

 BA Supervisor Benefits
Historical parameters cannot show what will happen and fail to tell what to do next


4 Oldest Call Waiting

4 Priority Levels Setting
4 Multiple Queuing
4 Number of Calls Waiting
4 Percent in Service Level
4 Average Speed of Answer
4 Number of Calls Queued
4 Average Delay in Queue
4 Abandons

© 2009 Avaya Inc. All rights reserved. 36

Workforce Optimization

Chapter 4, Section 5

© 2009 Avaya Inc. All rights reserved. 37

 Section 5 Objectives
 After completing this section, you will be able to:
4 Identify the supervisor challenges surrounding workforce
optimization
4 Match the supervisor workforce optimization challenges to
the Contact Center solutions that address those
challenges

© 2009 Avaya Inc. All rights reserved. 38

 WFO Supervisor Challenges
4 Supervisors are responsible for:
– Schedules and Forecasts
– Quality Goals
– Reporting and Analysis
– Feedback Management
– Service Level Agreements
– Customer Experience
– Agent Coaching and Retention


© 2009 Avaya Inc. All rights reserved. 39

Avaya WFO Suite at a Glance

Speech
Analytics
eLearning
Coaching Scorecards

Workforce
Customer Improve Operations Management
Feedback In the Contact Center (Forecasting
Management and the Back Office & Scheduling +
Adherence)

Interaction
Quality
Recording
Monitoring and
Time Division Multiplexing/
Assessments
Voice over Internet Protocol
SIP
© 2009 Avaya Inc. All rights reserved. 40
Workforce Optimization Solutions

 Solutions inside the WFO Suite

4 Contact Recorder WFO
4 Quality Monitoring with Performance Contact Recording
Management Scorecards
4 Workforce Management with Performance Quality Monitoring
Management Scorecards
4 eLearning & Coaching Workforce Mgmt

4 Speech Analytics
eLearning
4 Customer Feedback & Coaching

Speech Analytics

Customer Feedback

© 2009 Avaya Inc. All rights reserved. 41

Avaya Contact Recorder
4Avaya Contact Recorder - a software-based, highly scalable, line-side recorder
capable of recording time division multiplexing (TDM), internet protocol (IP), and
Session Initiation Protocol (SIP) endpoints and trunks.
–Provides encryption capabilities recommended by PCI (Payment Card
Industry) data security guidelines.
–Offers centralized or decentralized search and replay capabilities and a
sophisticated archive management system that uses rules to determine
what is stored and for how long.
–Simplifies the search and replay function: permits tagging calls with user-
defined labels.
–Advanced Package also supports screen recording ( with December 2010
release)

© 2009 Avaya Inc. All rights reserved. 42

 Contact Recorder Recording Types

4 Ways to record 4 Recording types

– Agent controlled start/stop – Bulk
– Live Monitor – Meeting
– QM Selective Recording – Conferenced
– Executive
Note for PP:Needs the
words “CSCM” deleted in
– On-demand
the graphic “The entire call
is recorded with CSCM
ExecRecord”
4
Press Record Here
On-Demand
Executive Press Record Here

This portion of the

The entire call is recorded call is recorded
with CSCM ExecRecord

© 2009 Avaya Inc. All rights reserved. 43

Quality Monitoring Highlights
4 Provides the ability to assess agent performance
– Evaluate multimedia calls and application use
– Rules-based recording
– Live Monitor
– Easy to create evaluation forms
4 Supports wide range of contact center needs
– Inbound and outbound calls
– Phone, email, Webchat
4 Integrates with Performance Management Scorecards and eLearning/
Coaching
4 Supplies PCI encryption capabilities
4 Provides optional Contact Visualizer
4

© 2009 Avaya Inc. All rights reserved. 44

 QM Supervisor Benefits

4 Rules-based recording easy to set up

– Random
– Schedule-based
– Event-based
4 Easy playback of recorded sessions
4 Evaluation forms are simple to create
and auto-populate with information
4 Evaluation screens are easily created
and modified
4 Searches are easy to perform
4

© 2009 Avaya Inc. All rights reserved. 45

QM Improves Training
4 Enhance Training Content
– Use recordings to develop
eLearning about best practices
– Improve coaching with agent
recordings (with or without
optional coaching option)
4 Identify Training Needs
– Evaluations identify eLearning and
coaching needs
– Evaluations assess training
effectiveness

© 2009 Avaya Inc. All rights reserved. 46

Workforce Management Highlights
4 Workforce Management
– Sophisticated forecasting and scheduling
– Individual Skill and proficiency-based scheduling
– Advanced Adherence management tools
– ‘What-If’ scenarios with Agent Profiles
4 Strategic Planning
– Long term strategic planning
4 Unique Workforce Optimization Integrations
– Unified Interface
– Integrations between WFM and Quality Monitoring
• Drill to Recorded Interactions from WFM Adherence
• Use quality score as factor in WFM schedules.
• Record from WFM Adherence Screens
– Integrations between WFM and Scorecards
• Drill to WFM adherence from scorecard KPIs.
• Combine WFM adherence stats with other metrics in the scorecard.
• Drill to scorecards from WFM schedules.
– Integrations between WFM and eLearning / Coaching
• Optimal scheduling of eLearning:
–
© 2009 Avaya Inc. All rights reserved. 47
eLearning
4Minimize training cancellations
or delays
4Immediately correct and
improve agent skills
4Integrates with Avaya WFO
modules: Quality Monitoring,
Workforce Management,
Coaching and eLearning

Learn with Minimal Impact on Service Levels

© 2009 Avaya Inc. All rights reserved. 48
Speech and Data Analytics

Customer Complaints
4Brings the root cause of key
business issues to the surface
–Continuously mines all calls Change policy
surfacing top drivers
–No need to predefine terms Technician didn’t show
or reprocess calls
–Non-categorized calls are Activity fees
used as a reference group
delivering true root cause for Wrong information
every category or search
results

© 2009 Avaya Inc. All rights reserved. 49

Speech Analytics Address Pains
Root Cause Identified Results
Why Are My §Website Password Issues §Enterprise Saves Op Ex by Identifying
Customers Improvements to Site
Calling?

§Back-office Claims Process Lagging §Timeline Clarification Improves FCR from

First Contact
60% to 70%
Resolution

§Marketing Offers Too Complicated §Less Complicated Scripts and Agent

Sales §Agents Required to Read Scripts Retraining Increases Sales by 18%
Effectiveness

§Dissatisfaction with Specific Financial §Agent Training in Cross-Selling Improves

Customer Products, Rather Than Company Customer Retention Rates
Retention Performance

§Complex Products Require Specialized §Smart Inbox Increases Quality Monitoring

Focused Training Efficiency by 500%
Quality §Speech Analytics Delivers Specific Product
Calls to Supervisors

Vendor §Vendor Failing to Ship Customer Welcome §Agents Clarify Timeline with Customers
Management Kit

© 2009 Avaya Inc. All rights reserved. 50

Customer Feedback: Easy to Use

4 Easy to record questions

4 Minimal /No IT intervention
required
4 Easy to modify questions
4 Integrates to Quality
Monitoring with cross-
correlation
4

© 2009 Avaya Inc. All rights reserved. 51

 Customer Feedback Impacts WFO
Customer Feedback

Quality Monitoring WFM Forecasting Performance Training

& Scheduling Management
4Achieve true 4Schedule agents 4Customer feedback 4Customer feedback
correlation. based on agent on agent behavior can be used to
influence on can be added as better determine
4Poor CF score can customers for best KPI. what training needs
alert for monitoring. use of agent skills. to be done.
4Net Promoter Score
4Advanced business 4Use customer-driven can now be 4Low customer
rules can reflect what data to determine the included as an ratings can be used
is important to right mix of agents at enterprise KPI. to determine where
customers. any given time training efforts need
interval. to be focused.

Higher Level of Quality Service Delivery

© 2009 Avaya Inc. All rights reserved. 52

Quiz

Knowledge Check

© 2009 Avaya Inc. All rights reserved. 53

Chapter 4 Key Points

© 2009 Avaya Inc. All rights reserved.

Chapter 4 Key Points
4 Business imperatives and challenges for Contact Center Supervisors include:
– Report on Results
– Customer Treatment and Intelligent Routing
– Routing Options
– Workforce Optimization
4 Avaya helps supervisors report on results by offering:
– Call Management System
– Avaya IQ
– Operational Analyst
4 Avaya helps supervisors with staffing, maintaining SLAs, and special sales or
service initiatives by offering:
– Intelligent Customer Routing (ICR) using:
• Voice Portal
• Dialog Designer
• Avaya Aura
• Avaya IQ
© 2009 Avaya Inc. All rights reserved. 55
 Chapter 4 Key Points (cont.)
4 Avaya helps supervisors by offering routing options that include:
– Expert Agent Selection (EAS)
– Best Service Routing (BSR)
– Business Advocate
4 Avaya helps supervisors manage and optimize agent resources by offering:
– Workforce Optimization (WFO) solutions:
• Contact Recorder
• Quality Monitoring with Performance Management Scorecards

• Workforce Management with Performance Management Scorecards

• eLearning & Coaching

• Speech Analytics
• Customer Feedback

© 2009 Avaya Inc. All rights reserved. 56