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To download free trial version of SimpliView, please click here.
SimpliView Reporting, an enhancement to Avaya Contact Center Express, is a browser-based interface that provides easy-to-use reporting access to the contact record details stored in the Avaya Contact Center Express database. SimpliView provides the Contact Center management team with the ability to search for a specific or a range of specific contact records across all channels supported by Avaya Contact Center Express – voice, email, outbound and chat – drill down to a specific contact and/or print and email the results.
SimpliView Reporting provides a robust set of features including:
- Voice Queries can be made based on customer, agent, VDN and abandon. Use this feature to:
- Find a specific customer’s experience based upon ID
- Find a specific agent’s handling of a call or look for excessive transfers, calls put on hold, etc.
- Find specific VDN hold times and routing relationships
- Compile list of abandons and make proactive return calls
- Email Real-Time and Summary Reporting is available
- Email, Chat and Outbound Queries enable drilling down to view specific content
- Easy-to-use browser-based interface with date selectable range
- Embedded Crystal Runtime Report Engine
- Results can be printed or emailed
Avaya Contact Center Express and SimpliView Reporting Architecture
SimpliView is a complementary component to the Avaya Contact Center Express solution. The SimpliView software is connected with the appropriate Contact Center Express database(s) via standard network connectivity and is accessed from the same network by contact center supervisors or administrators wishing to run queries or view reports.
Regardless of the type of media channel used, the Avaya Communications Manager media servers or gateways communicate with Avaya Contact Center Express via the Avaya Enablement Services(AES) / Avaya Computer Telephony (CT) platform. If only the voice channel is being utilized, the Contact Center Express database, called the Interaction Data Server, will use SQL Server as its database platform and will support the installation of SimpliView on the same hardware. If the multimedia channel is being utilized (with or without the voice channel), SimpliView can be installed on the same hardware as the Multimedia Data Store.
The following queries and reports are provided with SimpliView:
- Customer Query – you can request a list of customer-specific contact records by a user-defined set of filters, view the list of contact records matching the query, and drill-down on a specific record to view additional information about the contact
- Agent Query – you can request a list of agent-specific contact records by a user-defined set of filters, view the list of contact records matching the query, and drill-down on a specific record to view additional information about the contact.
- VDN Query – you can request a list of VDN-specific contact records by a user-defined set of filters, view the list of contact records matching the query, and drill-down on a specific record to view additional information about the contact.
- Abandons Query – you can request a list of contact records by a user-defined set of filters for callers who abandoned the call (regardless of whether the abandon was in the queue or prior to queuing), view the list of contact records matching the query, and drill-down on a specific record to view additional information about the contact.
- Email Real-time Snapshot – you can request a “moment in time” view into the current status of all emails being processed by ACCE.
- Email Summary Report – you can request a summary status of all emails processed by ACCE during a specific timeframe and by a user-defined set of filters.
- Email Details Search Query – you can request a specific list of email contact records by a user-defined set of filters, view the list of email contact records matching the query, drill-down on a specific email contact record to view additional information about the handling of the email, and drill-down even further to view the email contents.
- Chat Detail Report - you can request a specific date/time or range of dates/times, chat contact records by specific queue or by multiple queues, chat records by agent or for all agents, different status options for chats that are processed, and drill-down on a specific chat contact record to view additional information about the chat conversation details.
- Outbound Detail Report - you can request a specific list of outbound contact records by a user-defined set of filters (selected from pre-defined filters) and view the list of outbound contact records matching the query.
SimpliView Requirements:
- Avaya Contact Center Express 2.0 or higher
- Avaya Contact Center Express supported versions of AES / Avaya CT and Avaya Communications Manager
- UCID enabled
- UCID to ASAI enabled
- IIS and .NET Framework 1.1 or higher
- Microsoft SQL Server strongly recommended as Contact Center Express database
- Microsoft Internet Explorer for reporting clients
 Through SimpliCTI’s Premier Level Membership in the Avaya DeveloperConnection Program, SimpliView Reporting is Avaya Certified.
For sample reports, please refer to the latest SimpliView UserGuide.
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