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NN44400-710 Contact Center Performance Management 12 November 2010 11
Performance management fundamentals
This section provides an overview of performance management reporting tools and
utilities.
Navigation
• Filters (page 11)
• Thresholds (page 12)
• Historical statistics (page 12)
• Real-time statistics (page 12)
• Access and partition management (page 13)
• Crystal Reports (page 13)
Filters
In Avaya Aura™ Contact Center, you can create filters. Each filters contains only one
type of data: skillsets, applications, route numbers, route names, DNIS numbers, or
DNIS names. However, you can use the Contact Server filter-importing utility to import
filters into Contact Center Manager Administration that you create and save in the Avaya
Aura™ Contact Center. After, you can add various types of data to the filters.
You can configure skillset, application, and agent filters, and filters with a combination
of the three data types.
Use filters to specify the skillset, application, and agent data that you want to see in the
real-time displays. In the Filters window, configure the filters from all elements in the
partition assigned to you. After, you can assign the filters to your private real-time
displays.
The real-time displays show subtotals of data for each filter, which further divide into the
subtotals for each site that belongs to the filter. For network consolidated real-time
displays, the system calculates the network total for each of the two types of statistics:
• for raw statistics, such as the number of calls answered, the network total is the sum
of all filter subtotals.
• for calculated statistics, such as the average answer delay, the network total is the
amount reached after applying the appropriate formula to the sum of all individual
statistics in the column. The system does not use the subtotal values in this
calculation.