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NN44400-710 Contact Center Performance Management 12 November 2010 7
New in this release
The following sections detail what is new in the Avaya Aura™ Contact Center
Performance Management Data Dictionary (NN44400-117) Release 6.0/6.1.
Navigation
• Features (page 7)
• Other changes (page 7)
Features
See the following sections for information about features:
• Contact Types (page 7)
• Summarized historical statistics interval (page 7)
• Expert consultation (page 7)
• Real-time Reporting Dashboard Display (page 7)
Contact Types
Reports include the following new contact types:
• Scanned document
• Fax
•SMS
•Voice mail
Summarized historical statistics interval
Summarized historical statistics are statistics accumulated over a period of time. The
new default value is three minutes.
Expert consultation
A peer-to-peer expert consultation is an agent-initiated outgoing contact made while the
agent has an existing primary contact already opened. Such consultation contacts are
initiated by using a user interface (UI) feature in the Avaya Aura™ Agent Desktop client.
This feature is available only for SIP-enabled contact centers.
Real-time Reporting Dashboard Display
The Contact Center Manager Administration Real-time reporting displays provide you
with up-to-date statistics for your contact center and resources.
Other changes
There are no other changes in this release.