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Genesys Historical Reporting – Contact Centre Analyser (CCA)

Genesys Historical Reporting – Contact Centre Analyser (CCA). Overview of CCA - functionality - components and architecture. Canned Reports - reports provided - features & structure - how to access & run - hands on . Questions & Answers.

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Genesys Historical Reporting – Contact Centre Analyser (CCA)

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  1. Genesys Historical Reporting – Contact Centre Analyser (CCA) • Overview of CCA • - functionality • - components and architecture • Canned Reports • - reports provided - features & structure - how to access & run - hands on Questions & Answers

  2. Genesys Historical Reporting – Contact Centre Analyser (CCA) • Overview of CCA • - functionality ( what it provides and how it works) • - look at the different components and architecture

  3. CCA Overview - Functionality • Facilitates statistical reporting on Genesys objects i.e. Agents , Agent Groups , Queues and Routepoints • Queues e.g. Virtual Queues for Equality , Helpline and PCC • Routepoints e.g. 6756 HL English Delivery, 6765 Equality Delivery, 8684 PCC Delivery • Agent Groups e.g. Cardiff_Main_Group, Manchester_Main_Group • Statistical Data is gathered on these objects every 15 minutes • Data is then aggregated up to hour , day , week , month, quarter and year levels for reporting on

  4. CCA Overview - Functionality • CCA provides summary/aggregated statistic data it does NOT provide call detail data • Summary/Aggregated Data – Yes e.g. • Total Number of Calls Answered for Advisor Scott, 10 a.m. to 11 a.m. • Total Talk Time for Advisor Scott , 11 a.m. to 12 p.m. • Total Number of Calls Entered 6756 ( HL English Delivery),13 p.m. to 14 p.m. • Total Number of Calls Answered from 6756 , 16 p.m. to17 p.m. • Total Time Queuing on 6756 , 17 p.m. to 18 p.m.

  5. CCA Overview - Functionality • Call Detail Data – NO – e.g. • Call enters 6756 at 10:52:01 and is answered by Advisor Scott at 10:53:01 • Advisor Scott finishes talking with customer on call 990001 at 10:56:01 and goes ready • From above CCA will provide for period 10:00 to 11:00 • Call Entered 6756 = 1 , Calls Answered from 6756 =1 , Queueing Time 6756 = 60 • Calls Advisor Scott = 1 , Talk Advisor Scott = 180 etc

  6. CCA Overview – Components & Architecture Stat Server Data Modeling Assistant Data Collection Services Data Sourcer ODS ETL Assistant ETL Engine Data Mart Services Data Mart Hyperion Information Delivery Services Canned Reports

  7. CCA Overview - Functionality • Data Collection Services • StatServer ( Historical) • Process running 24*7 that calculates the statistics on the Genesys reporting object • Data Sourcer • Process that collects from StatServer the statistics • Collected every 15 minutes 24*7 • Writes the collected statistics to the ODS database • ODS ( Operational Data Store ) Data Base • MS SQL data base that stores the statistics received from Data Sourcer • Not a reporting data base • Data is deleted automatically after transfer to the Data Mart • Data Modelling Assistant • Graphical User Interface for defining stats to be collected • Support engineer and developer tool

  8. CCA Overview – Data Modelling Assistant screen shot

  9. CCA Overview - Functionality • Data Mart Services • ETL Engine ( Extract, Transform & Load ) • Process running 24*7 that takes the 15 minute chunks of data and stores in the Data Mart data base • Transfers data from ODS every 15 minutes • Aggregates the data up to Hour , Day , Week , Month , Quarter and Year Levels – runs every hour • Data Mart Data Base • MS SQL data base that stores the data – optimised for reporting • Canned Reports access this data • Default retention period is 2 years for all Levels of data • MS SQL data base can be accessed as required by other products • ETL Assistant • Graphical User Interface for defining purge rules on the data • Also describes the names of the actual data base tables that hold each level of data • Support engineer and developer tool

  10. CCA Overview – Data Modelling Assistant screen shot

  11. CCA Overview - Functionality • Information Delivery Services • Hyperion • Business Intelligence Tool Genesys have adopted for the method of delivering their Canned Reports • the Genesys Canned reports are Hyperion reports – i.e. they are written in Hyperion • Hyperion Intelligence Server enables these canned reports to be accessed and run via Internet Explorer • Canned Reports • Hyperion reports provided by Genesys for reporting on Agents, Agent Groups, Queues and Routepoints • This will be the main focus for the rest of this session

  12. CCA Canned Reports • CCA Canned Reports • - how accessed • - reports provided - features & structure - report content ( handout ) - how to run - exporting data - hands on

  13. CCA Canned Reports • Accessing Hyperion and the Canned Reports

  14. CCA Canned Reports • Accessing Hyperion and the Canned Reports

  15. CCA Canned Reports • Comparison vs Non-Comparison Report • Comparison Reports enable you to compare the selected Agents, Agent Groups, Queues & Routepoints on one report • Non-Comparison reports produce a separate report for each selected Agent, Agent Group, Queue or Routepoint • Experience tells me that the Comparison Reports are more popular but the non-comparison to provide some attributes that are not available on the Comparison Reports

  16. CCA Canned Reports • Agent Comparison Report • Ability to produce Daily, Weekly , Monthly , Quarterly or Yearly Reports for Agents or Agent Groups • Agent Report • Ability to produce a separate Daily, Weekly , Monthly , Quarterly or Yearly Report for Agents or Agent Groups ( separate report per selected Agent or Agent Group ) • Queue Comparison Report • Ability to produce Daily, Weekly , Monthly , Quarterly or Yearly Reports for Queues or Routepoints • Queue Report • Ability to produce Daily, Weekly , Monthly , Quarterly or Yearly Reports for Queues or Routepoints ( separate report per selected Queue / Routepoint )

  17. CCA Canned Reports • Running the reports • Select Object Type ( Agent or Agent Group ) • Select Level of report ( Daily , Weekly, Monthly etc) • Select Date Range • Select Objects ( i.e. the agents or agent groups , queues or routepoints)

  18. CCA Canned Reports • Select Object Type and Level ( this is the Agent Comparison Report)

  19. CCA Canned Reports • Select Date Range ( click in the From and To fields )

  20. CCA Canned Reports • Select Objects ( click the Add button )

  21. CCA Canned Reports • Run the Report ( click the Process button )

  22. CCA Canned Reports • Contents Page Shows Date Range and Objects Selected

  23. CCA Canned Reports • Summary and Detail Section Produced for Each Report Run • Day Level Report • Summary Section Day Level , Detail Section broken down by Hour • Week Level Report • Summary Section Week Level , Detail Section broken down by Day • Month Level Report • Summary Section Month Level , Detail Section broken down by Day • Quarter Level Report • Summary Section Quarter Level , Detail Section broken down by Month • Year Level Report • Summary Section Year Level , Detail Section broken down by Month

  24. CCA Canned Reports • Summary Sections – at Level Selected

  25. CCA Canned Reports • Detail Sections – at Lower Level ( Hour Level for Day Report)

  26. CCA Canned Reports • Report Content and Attribute Definition – see handout

  27. CCA Canned Reports • Hands on exercises • 1) Need a report to showing number of calls coming into the business for yesterday for Helpline, Equality and PCC • 2) Produce the same report but for last month such that we also get a daily breakdown • 3) Need a report showing number of calls that went on to queue for agents ( queued, answered and abandoned) for Equality, Helpline and PCC for yesterday • 4) Need a report to analyse volume of calls , queuing time, abandoned counts and service levels for Helpline for each day last week

  28. CCA Canned Reports • Hands on exercises • 5) Would like to compare and contrast Manchester , Nottingham and Fleet agent groups for last week re talk time & not ready time. • 6) Would like to analyse Advisor Xs performance for last month

  29. CCA Canned Reports • Running Reports for current time period – remember the data is updated every hour !!! • 1) Run a Daily report for todays date – what will the summary and detail section show ? • 2) Run a Monthly report for this month – what will be reflected in the summary and detail section ?

  30. CCA Canned Reports • Agents and Agent Group Daily Report • differs from other reports in selection and structure • can only be run at day level • you select one or more agent groups • summary section is for day and selected agent group • detail section is also at day level but for the agents in the agent group

  31. CCA Canned Reports • Saving Reports Locally

  32. CCA Canned Reports • Saving Reports Locally

  33. CCA Canned Reports • Exporting Data – e.g. for loading into Excel – then sort as you wish for further analysis. • NB export sections “Summary Level Results” or “Detail Level Results” by clicking on them first

  34. Genesys Historical Reporting – Contact Centre Analyser (CCA) Questions & Answer Session

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