Avaya Contact Flow Analytics Overview and Specification

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Downloading Documentation For the most current versions of Documentation, see the Avaya Support website: http://support.avaya.com, or such successor site as designated by Avaya. Contact Avaya Support See the Avaya Support website: http://support.avaya.com for Product or Hosted Service notices and articles, or to report a problem with your Avaya Product or Hosted Service. For a list of support telephone numbers and contact addresses, go to the Avaya Support website: http://support.avaya.com (or such successor site as designated by Avaya), scroll to the bottom of the page, and select Contact Avaya Support. Contents

Chapter 1: Introduction...... 5 Purpose...... 5 Intended audience...... 5 Related resources...... 5 Documentation...... 5 Training...... 7 Viewing Avaya Mentor videos...... 7 Support...... 8 Using the Avaya InSite Knowledge Base...... 8 Chapter 2: Avaya Contact Flow Analytics overview...... 10 Overview...... 10 Features...... 10 New in this release...... 11 Chapter 3: Interoperability...... 13 Product compatibility...... 13 Third-party product requirements...... 13 Operating System compatibility...... 13 Chapter 4: Performance specifications...... 15 Capacity and scalability specifications...... 15 Traffic specification...... 15 Chapter 5: Security...... 16 Security specification...... 16 Port utilization specification...... 16 Chapter 6: Licensing requirements...... 17 Glossary...... 18

4 Contact Flow Analytics Overview and Specification November 2014 Comments? [email protected] Chapter 1: Introduction

Purpose This document describes tested product characteristics and capabilities, including feature descriptions, interoperability, performance specifications, security, and licensing requirements.

Intended audience This document is intended for people who want to gain a high-level understanding of the product features, functions, capacities, and limitations.

Related resources

Documentation See the following related documents at http://support.avaya.com.

Document Title Use this document to: Audience number Overview Avaya Aura® Performance Learn about the deployments, All users Center Overview and features, and specifications of Specification Performance Center. Avaya Contact Flow Analytics Learn about the deployments, All users Overview and Specification features, and specifications of Avaya Contact Flow Analytics. Planning Planning Avaya Aura® Learn how to design a system using Integrators Performance Center Designs the Performance Center Design Client tool. Implementing

November 2014 Contact Flow Analytics Overview and Specification 5 Comments? [email protected] Introduction

Document Title Use this document to: Audience number Deploying Avaya Aura® Learn how to install and administer a Installers Performance Center in an All- new Performance Center system. in-One Configuration Deploying Avaya Contact Flow Learn how to install and administer Installers Analytics the Contact Flow Analytics feature module. Upgrading and Migrating Learn how to install a new Installers Avaya Aura® Performance Performance Center 7.1 system and Center 7.0 to 7.1 migrate the data from a 7.0 system. Dell PowerEdge R620 Getting Learn basic information about the Installers Started Guide Dell R620 server. Dell PowerEdge R620 Owner’s Learn how to install and maintain the Installers Manual Dell R620 server. Dell PowerEdge R620 Rack Learn how to install the Dell R620 Installers Installation server on an equipment rack. Supporting Exporting Avaya Aura® Learn how to export data out of a Integrators, Performance Center Data Performance Center system using administrators, Using ODBC and JDBC ODBC or JDBC. report writers Maintaining and Learn how to maintain and Support Troubleshooting Avaya Aura® troubleshoot a Performance Center personnel Performance Center system. Using Administering Avaya Aura® Learn how to administer Administrators Performance Center Performance Center features. Administering Avaya Contact Learn how to administer Contact Administrators Flow Analytics Flow Analytics features. Avaya Contact Flow Analytics Learn how to manage the Contact Supervisors Management Flow Analytics reports and report users. Avaya Contact Flow Analytics Learn how to use the Contact Flow Supervisors Reports Analytics reports.

Related Links Finding documents on the Avaya Support website on page 6 Finding documents on the Avaya Support website About this task Use this procedure to find product documentation on the Avaya Support website. Procedure 1. Use a browser to navigate to the Avaya Support website at http://support.avaya.com/.

6 Contact Flow Analytics Overview and Specification November 2014 Comments? [email protected] Related resources

2. At the top of the screen, click Documents. 3. In the Enter Your Product Here search box, type the product name and then select the product from the drop-down list. 4. If available, select the appropriate release number from the Choose Release drop-down list. 5. Use the Content Type filter on the left to select the type of document you are looking for, or click Select All to see a list of all available documents. For example, if you are looking for user guides, you can select User Guides from the Content Type filter. Only documents in the selected category will appear in the list of documents. Related Links Documentation on page 5

Training The following courses are available on the Avaya Learning website at http://www.avaya- learning.com. After logging in to the website, enter the course code or the course title in the Search field and click Go to search for the course.

Course code Course title 2C00095W Sales — Selling Avaya Contact Flow Analytics on Avaya Aura Performance Center 3C00113W Design — CEM Framework Performance Layer for Design

Viewing Avaya Mentor videos Avaya Mentor videos provide technical content on how to install, configure, and troubleshoot Avaya products. About this task Videos are available on the Avaya Support website, listed under the video document type, and on the Avaya-run channel on YouTube. Procedure • To find videos on the Avaya Support website, go to support.avaya.com and perform one of the following actions: • In Search, type Avaya Mentor Videos to see a list of the available videos. • In Search, type the product name. On the Search Results page, select Video in the Content Type column on the left.

November 2014 Contact Flow Analytics Overview and Specification 7 Comments? [email protected] Introduction

• To find the Avaya Mentor videos on YouTube, go to www.youtube.com/AvayaMentor and perform one of the following actions: • Enter a key word or key words in the Search Channel to search for a specific product or topic. • Scroll down Playlists, and click the name of a topic to see the available list of videos posted on the website. Note: Videos are not available for all products.

Support Go to the Avaya Support website at http://support.avaya.com for the most up-to-date documentation, product notices, and knowledge articles. You can also search for release notes, downloads, and resolutions to issues. Use the online service request system to create a service request. Chat with live agents to get answers to questions, or request an agent to connect you to a support team if an issue requires additional expertise. Related Links Using the Avaya InSite Knowledge Base on page 8

Using the Avaya InSite Knowledge Base The Avaya InSite Knowledge Base is a Web-based search engine that provides: • Up-to-date troubleshooting procedures and technical tips • Information about service packs • Access to customer and technical documentation • Information about training and certification programs • Links to other pertinent information If you are an authorized Avaya Partner or a current Avaya customer with a support contract, you can access the Knowledge Base at no extra cost. You must have a login account and a valid Sold-To number. Use the Avaya InSite Knowledge Base to look up potential solutions to problems. 1. Go to http://www.avaya.com/support. 2. Log on to the Avaya website with a valid Avaya User ID and password. The Support page appears. 3. Enter the product in The InSite Knowledge Base text box. 4. Click the red arrow to obtain the Search Results.

8 Contact Flow Analytics Overview and Specification November 2014 Comments? [email protected] Support

5. Select relevant articles. Related Links Support on page 8

November 2014 Contact Flow Analytics Overview and Specification 9 Comments? [email protected] Chapter 2: Avaya Contact Flow Analytics overview

Overview Avaya Contact Flow Analyticsis a powerful analytical and reporting application module that Avaya Aura® Performance Center supports. Using Contact Flow Analytics, you can make informed decisions to improve the efficiency and effectiveness of your contact center. Contact Flow Analytics visually displays the flow of calls into your contact center by using flowgraphs so that you can gain key insights into contact center performance. Using Contact Flow Analytics, you can discover and explore call routing flows. Contact Flow Analytics performs reporting on assisted calls, which are calls that agents handle. You can view the data that is captured by Contact Flow Analytics as dashboards, flowgraphs, or other spreadsheet reports. Using Contact Flow Analytics, you can answer business questions and challenges related to the following Key Performance Indicators (KPI): • Routing performance • Agent Performance • Customer experience

Features Avaya Contact Flow Analytics includes the following features: • Contact Flow Visualizations: Contact Flow Analytics uses graphical representation, or flowgraphs, to visually represent call data. This visual representation makes analysis of complex information easy. The flowgraphs represent the flow of contacts in the contact center with nodes depicting the different stages that the call traverses and links showing the transitions from one stage to another. You can view the contact flows at different levels of detail. You can filter the contact flows to help the user focus on routing patterns or agent behaviors. • Performance metrics and dashboards: Contact Flow Analytics supports different KPIs for agents, skills, and VDNs with the capability to set targets and compare with benchmarks for selected KPIs. Contact Flow Analytics provides standard dashboards that users can customize

10 Contact Flow Analytics Overview and Specification November 2014 Comments? [email protected] New in this release

to provide valuable insights. Users can also build customized dashboards using the report designer provided as part of the Oracle Business Intelligence Enterprise Edition (OBIEE) framework. • Reporting on assisted calls: Contact Flow Analytics generates reports, dashboards, and flowgraphs by using the comprehensive External Call History (ECH) data that Call Management System (CMS) collects. Using information from the ECH data, Contact Flow Analytics reports about the entire lifetime of a call as the call is routed across various skills and agents. • Drill-down and drill-through capabilities: Using Contact Flow Analytics, you can drill down and drill through the reported information across several dashboards, nodes, and links. You can also use the drill-down capability for bar graphs, pivot tables, and contact flowgraphs. • Datamart for ECH data: Contact Flow Analytics supports datamarts that consist of ECH data in a dimensional model with VDN, Skill, Agent, and other useful dimensions.

New in this release Avaya Contact Flow Analytics on Avaya Aura® Performance Center 7.1 offers the following capabilities: • Call flow Improvements: To gain access to the ACD filter, use the Basic Filters section. To gain access to the Hold Abandon input filter, use the Customer Experience Filtering section. • Report - Contact Detail (call level): Use this feature to get a detailed report summarizing the experience of the customer at the contact level. You can use this report to drill down to individual segments to understand how the contact center handled the call at each segment. • Support for report users to run reports using user selected time zone: Use this feature to enter or select a time zone so that you see the selected time zone in the report. Using this feature, you can analyze and view reports without the need to mentally convert the dates and times for the report output. • Internationalization and Localization: This feature supports internationalization and localization of Contact Flow Analytics for the non-English report users of Avaya Aura® Performance Center. Users can perform tasks using any of the supported native languages. Contact Flow Analytics supports the following native languages:

G14 Countries Written Language Spoken Language APAC: 1. China Simplified Chinese Mandarin (for China) 2. Japan Japanese Japanese 3. Korea Korean Korean 4. India English English

November 2014 Contact Flow Analytics Overview and Specification 11 Comments? [email protected] Avaya Contact Flow Analytics overview

5. Australia English English EMEA: 6. France French French 7. Germany German German 8. Italy Italian Italian 9. Russia Russian Russian 10. UK English UK-English AI: 11. Mexico Lat-Spanish Lat-Spanish 12. Brazil Brazilian- Brazilian- Portuguese Portuguese 13. Canada French/English Canadian-French US: 14. US English English • Migration for Avaya Contact Flow Analytics 7.0 customers to Contact Flow Analytics 7.1: This feature enables users of Contact Flow Analytics to upgrade from an existing Contact Flow Analytics7.0 All In One (AIO) configuration deployed on an R610 server to a new Contact Flow Analytics 7.1 AIO configuration deployed on an R620 server. The existing Contact Flow Analytics 7.0 AIO system remains intact and unchanged throughout the upgrade process. The Contact Flow Analytics 7.0 AIO system can be decommissioned once the 7.1 system is fully operational and accepted.

12 Contact Flow Analytics Overview and Specification November 2014 Comments? [email protected] Chapter 3: Interoperability

Product compatibility For the latest and most accurate compatibility information, go to https://support.avaya.com/ CompatibilityMatrix/Index.aspx. Cross-Product compatibility matrix Product Supported Releases Call Management System (CMS) • CMS R16.3 • CMS R17

Third-party product requirements Third-party product requirements for Avaya Aura® Performance Center apply to Avaya Contact Flow Analytics also. For more information, see Avaya Aura® Performance Center Overview and Specification. Microsoft Office integration with OBIEE Customers can make use of the Microsoft Office integration features that are part of the OBIEE system. However, Avaya does not provide support for the use of these features and does not warrant functionality or performance of these features.

Operating System compatibility Contact Flow Analytics supports the following browsers and operating systems:

Internet Internet Firefox Chrome Safari Safari Explorer 8 Explorer 9 17+ 29 5.1.10 5.x.y Windows XP x x x x SP2 Windows 7 x x x x OSX v 10.6 x

November 2014 Contact Flow Analytics Overview and Specification 13 Comments? [email protected] Interoperability

Note: Compatibility mode in the Microsoft Internet Explorer browsers can distort the appearance of the Performance Analytics Administration display window and make the display window unusable. To resolve this problem, see the workaround in the Contact Flow Analytics release notes, titled Compatibility View is disabled for Performance Analytics Administration.

14 Contact Flow Analytics Overview and Specification November 2014 Comments? [email protected] Chapter 4: Performance specifications

Capacity and scalability specifications

Capacity Value All in one (AiO) Concurrent user sessions1 18 Concurrent Call Flow users 5 Administered agents Minimum 3,600 Concurrent agents Minimum 1,200 ETL sources2 4 CMS 8 CM ACDs Busy hour contact completions from CMS sources 15,000

Traffic specification

Capacity Value All in one (AiO) Busy hour contact completions from CMS sources 15,000 Concurrent user sessions 18

1 A concurrent user session is a person logged in to the Oracle BI interface using a web browser. If a person logs in using multiple web browsers or multiple devices, each login session is counted as a separate concurrent report user session. 2 An AiO deployment supports at least one fully configured CMS system connected to 8 ACDs and at most 4 CMS systems each connected to 1 or 2 ACDs.

November 2014 Contact Flow Analytics Overview and Specification 15 Comments? [email protected] Chapter 5: Security

Security specification Security specifications for Avaya Aura® Performance Center apply to Avaya Contact Flow Analytics also. For more information, see Avaya Aura® Performance Center Overview and Specification.

Port utilization specification The document, Avaya Aura® Performance Center 7.1, lists all the ports and protocols that Contact Flow Analytics uses. Avaya Direct, BusinessPartners, and customers can find the port matrix document at http://support.avaya.com/security.

16 Contact Flow Analytics Overview and Specification November 2014 Comments? [email protected] Chapter 6: Licensing requirements

Licensing for Contact Flow Analytics is as follows:

Entity License Type Associated Product Contact Flow Analytics Application Feature Avaya Contact Flow Analytics Module

Use the Contact Flow Analytics module license to avail the following features of Contact Flow Analytics: • Data processing • Creating, modifying, and deleting agent groups, skill groups, and VDN groups for use in reports • Reporting If you do not install the Contact Flow Analytics module license or the license has expired, you can use the Contact Flow Analytics module for 30 days. The system raises alarms during this grace period. After the grace period expires, the Contact Flow Analytics job stops processing ECH data. However, the reporting feature keeps working. Per-user licensing is not enforced.

November 2014 Contact Flow Analytics Overview and Specification 17 Comments? [email protected] Glossary

BI Business Intelligence

Core Foundation The Avaya Aura® Performance Center core foundation makes up the base Performance Center software and the core modules consisting of Oracle Business Intelligence Enterprise Edition (OBIEE) and Data Warehouse. The Core Foundation provides the foundation on which you can develop the analytics and reporting applications.

CUS Common User Service or an authentication service based on OpenLDAP.

DW Data Warehouse, or a system used for reporting and data analysis.

ECH External Call History, or the detailed call segment data that Call Management System provides. A call can consist of multiple segments if a caller is transferred from one agent to another. A separate ECH record represents each segment of the call.

ETL Extract, Transform, Load. This is the three-step operation used in data warehousing and consists of: • Extracting data from an external source • Transforming data to fit the application needs and quality levels • Loading data into the target

Manufactured ECH Manufactured External Call History (ECH), or the data that is structured as the ECH data but contains information from the custom data source mapped to the appropriate ECH fields.

OAM Operations, Administration, and Maintenance, or the Web-based tool to manage and monitor Avaya Aura® Performance Center operations.

RPD RPD or the Oracle BI Repository, which contains the metadata mapping of the physical data model to the Oracle BI Presentation Layer.

18 Contact Flow Analytics Overview and Specification November 2014 Comments? [email protected] Index

C R

Capacity and scalability specifications ...... 15 related documentation ...... 5

F S

Features Security specification ...... 16 Contact Flow Visualisations ...... 10 support ...... 8 Datamart for ECH data ...... 10 drill-down and drill through ...... 10 Performance Metrics and Dashboards ...... 10 T Reporting on assisted calls ...... 10 Third-party product requirements ...... 13 Traffic specification ...... 15 I training ...... 7

InSite Knowledge Base ...... 8 V K videos ...... 7

Key Performance Indicators ...... 10

L

Licensing requirements Contact Flow Analytics Application Module ...... 17

N

New in this release Call flow Improvements ...... 11 Contact Detail report ...... 11 Internationalization and Localization ...... 11 Migration ...... 11 User selected time zone ...... 11

O

Operating System compatibility ...... 13 Overview call routing patterns ...... 10 dashboards ...... 10 flowgraphs ...... 10

P

Port utilization specification ...... 16 Product compatibility Cross-Product compatibility matrix ...... 13

November 2014 Contact Flow Analytics Overview and Specification 19 Comments? [email protected]