Avaya Analytics (Oceana)
Avaya Analytics is a reporting platform that allows you to view and analyse Avaya Oceana solution data through historical interaction dashboards, enabling you to get insights to enhance customer experience and agent performance and streamline contact centre operations. This course provides an overview to Avaya Analytics and introduces its features and capabilities.
| Duration | 1 day |
| Group Size | Up to 5 people per session |
| Prerequisite | No prior knowledge required |
| Course type | Contact Centre Supervisor |
| Training Room Requirements | Meeting Room PC/Laptop per attendee, loaded with Avaya Analytics software Each attendee must have their login credentials Flipchart/ whiteboard Projector |
| Remote Training Requirements | Sessions will be hosted using either Webex or Microsoft Teams sessions Attendees must have access to a PC/ Laptop that can access Webex or Microsoft Teams |
| Note | This course must take place after a cutover and the system must be signed off by the end client. |
Course Content
Upon successful completion, delegates will understand / be able to:
Get started
- Logging in to Avaya Analytics
- Configuring the default landing page
- Configuring the default language
- Configuring the default time zone
- Configuring the number of columns in a grid
Real time reports
- Real-time reports
Historical reports
- Creating prompts
- Creating a filter for attributes and metrics
- Creating a custom group
- Creating a new report
- Creating a new document
- Creating a dossier
- Viewing a report
- Viewing a document
- Importing data from external datasources to create a report
- Building a metric formula
- Customising the layout of a document
- Modifying an existing Avaya Analytics canned document
- Creating a customised report
- Emailing a report or document
- Exporting a report or document
- Scheduling a report or document
- Printing a report or document
- Subscribing to a report or document
- Setting thresholds
Historical reports summary
- Account by agent summary
- Agent by routing service
- Agent configuration
- Agent login/logout summary
- Agent not ready by reason code
- Agent performance
- Contact centre performance summary
- Engagement
- Routing service summary
- Supervisor activity
- Time series
- VDN Summary