Traffic Analyst Console Visibility to Attendant Console Activity & Performance.

Traffic Analyst ConsoleVisibility to Attendant Console Activity & Performance

Slide 2

High

Performance

Companies

Require

High

Performance

Voice

Communication

s

Maximizing the business value of dollars invested and spent on network resources

Maintaining superior service levels while controlling network costs

Knowing where and how much network load is changing

Being alert to improper, fraudulent or careless use of the network

Assuring a company operator is available when needed

Being prepared for migration to next generation technologies

Traffic Analyst

Managing voice communications to a high level is a multi-faceted challenge…

Slide 3

Flexibility

to Tailor

a Solution

Console Monitor workload and performance of console operators

and console operator groups Staff allocation

Network Monitor workload and performance of trunks, trunk groups

and IP gateways TDM and VoIP modeling

Call Detail Network usage tracking and reporting Scalable and affordable

OnTraQ Track call center service levels, queues and agent activity Call center dashboard and customer-centric metrics

Traffic AnalystModules

Slide 4

Determining Hourly Staffing LevelsOptimizing Number of Consoles in Service Site Expansion and ConsolidationExtensive Use of Operators

Traffic AnalystOperator Console Challenges

Console

Requirements

Complaints from High Demand Callers

Tracking Queue Times and Occupancy

Fraud and Abuse

Visibility into Usage

Evaluating Staff Performance

Personal

Call Abuse

Operator

Productivity

Operator

Availability

Slide 5

Visibility into Service Levels Percent occupancy Blocked calls

• Abandoned calls

Reliability with All the Data, All the Time Usage profiles and trending by console and console

group Identify fraudulent activity Track business and personal calls

What-If Modeling Adjust for growth in call volume and length User selectable engineering model Service level

Rich Inventory of Reports

Traffic AnalystOperator Console

Console

Requirements

Personal

Call Abuse

Operator

Productivity

Operator

Availability

Slide 6

Activity Summary

Average Call Length Profile

Call Profile

Time Utilization

Time Utilization & Service Levels

On-demand via web browser

Scheduled to: Printer File E-Mail

Hourly Daily Weekly Monthl

yConsole Group 1

Console Group 1

124000

124000

Console Group 1

Console Group 1

124000

Usage Profile

Capacity Required Profile

Traffic AnalystOperator Console

On-Demand Via

Web Browser

Activity

•

ACL Profile

•

Call Profile

•

Time Utilization

•

Usage

•

“What-If”

Operator

Consoles

•

Console Groups

What-if Modeling

Slide 7

Traffic AnalystEnvironment

Traffic Analyst Server/

Workstation

Traffic Analyst

Communicates

with One or

Many PBXs

Traffic AnalystAdministrator

Client Workstation(s)

optional

Traffic AnalystWeb Server

optional

Traffic AnalystWeb Browser

optional

Most Users Will

Use a Web

Browser to

Access Traffic

Analyst

Serial ConnectionOptions

Direct

Dial Up

TerminalServer

T/S

Siemens ROLM

T/S

HiPath Mgr

RSM 5000

Nortel

T/S

OTM

Slide 8

Know service levels

Reduce complaints about operator availability

Manage operator productivity

Optimize investment in operator consoles

Single view across:

Siemens platforms (AC-4, AC-WIN, Attendant Console)

Multiple switch manufacturers (Siemens, Nortel)

Traffic AnalystWhy You Will Love It

Console

Requirements

Personal

Call Abuse

Operator

Productivity

Operator

Availability

Thank You!

Slide 10

Traffic AnalystReports: Activity Summary

Operator Consoles

&Console Groups

•Call Counts

•Call Lengths

•%

Occupancy

•Blockage

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Slide 11

Traffic AnalystReports: Average Call Length Profile

Operator Consoles

&Console Groups

• Console Calls

• External• Internal• Recalls• Redirects

• Personal Calls

<Back>

Slide 12

Traffic AnalystReports: Call Profile

Console Groups

•Console Calls

• External• Internal• Recalls• Redirects• Abandone

d

•Personal Calls

<Back>

Slide 13

Traffic AnalystReports: Time Utilization

•Time Allocation

• Console• Personal• Idle

•Percent of Total

Operator Consoles

&Console Groups

<Back>

Slide 14

Traffic AnalystReports: Time Utilization & Service Levels

Console Groups

• Time Allocation

• Available• By Call

Type• Night Key

• % Occupancy

• % Abandoned

<Back>

Slide 15

Traffic AnalystReports: Usage Profile

Console Groups

• Inbound

• Outbound

• Total

<Back>

Slide 16

Traffic AnalystReports: Capacity Profile

Console Groups

• Required Consoles

• Current Capacity

Current C

apacity Line

<Back>

Slide 17

Erlang CErlang BExtended Erlang BErlang EngsetPoissonMMCK

Traffic Analyst Reports: What-If Modeling

Console Groups

Definitive, easy to understand service metric

• Dates

• Engineering Model

• Service Level

• Call Volume

• Call Length

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