Equipment and Software Validated The following equipment and software were used for the test configuration: Avaya S8700 Server Equipment Software Avaya Communication Manager 4.0, load R014x, patch Avaya G650 Media Gateway TN799DP C-LAN Circuit Pack HW01 FW024 Avaya IQ server with adapters provided by the Avaya Consulting and System Integration organization Oracle Database 10g 2 IQ R4.0 Update 2 Red Hat Enterprise Linux ES V4 Update 5 RTA version: Historical adapters version: Verint WFM Windows 2003 Server 3. During the compliance testing, the Avaya IQ standard reports and a utility tool of the adapters were used to help validate the accuracy of the data generated by Avaya IQ and displayed by Verint WFM. The scorecard historical data are sent to the Verint WFM server once a day via FTP. The contact historical data are sent to the Verint WFM server every 15 minutes via FTP. The real-time data are updated every 30 seconds. Avaya IQ updates the Verint WFM application periodically with real-time and historical data for agents, queues, and routing points. When a call travels through a measured object on Avaya Communication Manager, the ACD related data are sent to the Avaya IQ. 2 of 33ģ Avaya IQ Report GUI Avaya IQ Admin GUI Avaya 46xx IP Phones Verint WFM LAN x Avaya S8700 Server Oracle DB Avaya IQ DevCon18 Simulated Avaya Communication Manager ACD Avaya G650 Media Gatew ay.75 clan Figure 1: Verint WFM with Avaya IQ DevCon13 Avaya S8700/ Avaya G650 In Avaya Communication Manager, relevant skill/vdn objects are configured to be measured for Avaya IQ. Specifically, the following adapters were tested in this compliance test: Streaming Time Collection Interface (STCI) a real-time interface for monitoring agent adherence Contact Statistics Interface (CSI) for Queue a historical interface for queue information Contact Statistics Interface (CSI) for Routing Point a historical interface for routing point information Agent Scorecards Metrics (ASCM) interface a historical interface for agent scorecard applications Figure 1 below shows the compliance test configuration. The Verint WFM software integrates with the Avaya IQ via custom adapters developed by the Avaya Consulting and System Integration organization to obtain the above statistics. Avaya IQ is a uniform reporting engine that reports real-time and historical statistics on contact center and outbound dialing activities provided by the Avaya Call Center and Proactive Contact products. The scorecard statistics consists of one-day interval agent data for the purpose of evaluating the performance of agents in terms of percentage of schedule adherence. The direct contact statistics are 15-minute interval queue and routing point level data that are used to track performance of a contact center for forecasting purposes. This information is presented within the Verint WFM solution for the purpose of comparing actual real-time agent activities with the scheduled activities. Introduction The Verint Work Force Management (WFM) solution is designed to integrate seamlessly with contact center systems for obtaining the three primary types of data: Real-time agent adherence data Direct contact statistics Scorecard statistics The real-time agent adherence statistics consist of actual agent state changes in the ACD. Testing was conducted via the DevConnect Program at the Avaya Solution and Interoperability Test Lab. Information in these Application Notes has been obtained through compliance testing and additional technical discussions. These interfaces, developed by Avaya s Consulting and System Integration organization, provide real-time and historical data related to agents, queues, and routing points. 1 Avaya Solution & Interoperability Test Lab Application Notes for Verint Work Force Management with Avaya IQ Issue 1.0 Abstract These Application Notes describe the configuration steps required for Verint Work Force Management to interoperate with Avaya IQ via the RTA and historical interfaces.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |