Enhance Reporting with Direct Agent Calling

The Direct Route

Some businesses require that their customers are able to directly contact a particular agent – most commonly as part of an account or relationship management process.

The way to achieve this is easy: give the agent a phone number and setup rules to define what happens when they don’t answer or aren’t logged in. The problem is, if you’ve been looking for statistics about those calls, you’ve probably come up short. That’s because Avaya’s reporting applications are built to provide data on Automatic Call Distribution (ACD) calls. In this context, ACD just means getting a call to an agent within a group – such as agents logged into a skill.

What Can I Do?

If reporting data isn’t a priority, you can probably stop reading now. If it is, there’s a solution for you. Avaya provide a capability called Direct Agent Calling (DAC) which enables a few clever features.

  • Capability to report on direct calls as if they were ACD calls.
  • Direct calls will queue to the agent.
  • The agent can continue to receive direct calls even when they’re in AUX or ACW – ensuring that they won’t miss a potentially valuable call.
  • You can define priorities for which calls should be answered first (direct or skill) on a per agent basis.

Getting to the Data

Both Avaya CMS and Avaya IQ have standard reports which will consider direct calls with a focus on consistency – meaning, it won’t be all that clear which calls are direct and which are from a skill. The likelihood is, while that’s still useful, you’ll want to see which calls are which. Thankfully, both reporting tools will help you.

In CMS, you’ll need to look at a custom report to include metrics such as “DA_ACDCALLS” – giving you the number of direct calls the agent answered. In real-time reports, you’ll know an agent is currently handling a direct call because they’ll be in the “DACD” state. In IQ, it’s easier, with inclusion of the “Contact Direction” and “Delivery Target” fields in many standard reports.

Voila. Calls you previously had no visibility of are now on your radar.

How To

The design and implementation of DAC requires consideration of your configuration and your business which is why there is no ‘template’ we can share. What to remember is, once it’s done, it’s done and your supervisors will have control over prioritisation between DAC and ACD calls.

Grey Space can help you explore requirements, provide a design which considers all available settings, and help you implement. If you see a benefit here for your business, we’re here to help.