You can schedule your Avaya Select Reports, Comstice Reports for Avaya Select, Agent Scorecards and Daily Actionable Insights and the generated reports will be sent as an email weblink or an attachment. Here are the instructions how you can schedule reports, scorecards and daily insights and automate your Avaya Select Contact Center reports;
Adding Reporting Recipients
Before scheduling any report, you need to add report recipients. Agent scorecards are sent to each agent via email, however for all the other reports, you need to have recipients with email and mobile phone number for the notifications;
- Go to Side Menu > Schedule > Schedule Report
- Click on the Recipients > Add New button and add a new recipient with the phone number and the email address
- You can also do a bulk upload with a CSV file
Adding Agent Emails
Before scheduling any agent scorecard, you need to add the email addresses of the agents. Agent scorecards are sent to each agent via email, therefore you need to add email address of the agents to match their agent IDs;
- Go to Side Menu > Admin > Agent Emails
- By default, all the configured agent accounts in the AACC system will be listed here. You can add emails to each agent by clicking on the edit button.
- You can also do a bulk upload with a CSV file
Scheduling Avaya Select Reports
You can schedule available reports to receive daily, weekly and monthly by email.
Here your can give this schedule a name, select a report from the dropdown and a filter. Filter will be applied to the report to generate the data only for the selected agents, skillsets or the applications.
Please make sure that the filter you select matches with the report you are scheduling; if you are scheduling an agent report, you need to select a filter that lists the group of agents you want to include in the report. If you select a skillset filter for an agent report, the report will be empty.
You will also select the recipients who should receive the report via email. You need to select at least one recipient for scheduling. Please see above for the steps to add reporting recipients.
Finally, you need to select daily, weekly or monthly report. Based on your selection, there will be additional options below; For daily schedule, you need to select the days of the week and the time of the day for the report to run.
From 12 noon onwards until midnight, the report will run for today. From midnight to next day 11:59AM, the report will run the previous day.
Scheduling Avaya Select Agent Scorecards
Agent scorecards will be sent to each agent with their own data. If you select any Team Supervisors, a copy of the agent email will be sent to the supervisors as well. Please note that a supervisor will receive a separate email for each agent. If you have high number of agents in the team, supervisor may receive many emails.
Scheduling Avaya Select Actionable Insights
Daily Actionable Insights help to set daily thresholds or goals on the agent level and the skillset level. Any agent and a skillset exceeding the thresholds, will be listed in the report under that particular performance indicator.
This feature helps team supervisors to see the low performing agents and the skillsets without spending much time on the reports. They can identify the low performing agents and the skillsets on each indicator and drill down to other reports if needed.
Conclusion
Automating reports and scorecards will help to automate the performance reporting and notifying your team members with their own data. Click here to learn more about Avaya Select Contact Center Reporting benefits and features.