IP Office Customer Call Reporter (CCR)

Office Phone System

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Telefonix credentials include Avaya SME Expert, Avaya Partner in Customer Excellence and Microsoft Small Business Specialist. Besides our experience of the IP Office system with over 2500 installs under our belt, Telefonix Voice & Data also has a unique set of IP Office phone system packages unique to the UK.

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IP Office Customer Call Reporter (CCR)

Available with IP Office Advanced Edition, IP Office Customer Call Reporter (CCR) for Agents and Supervisors provides a wealth of information through intuitive, easy-to-use interfaces and tools. Whether a business has a traditional call center or simply people who answer phones, valuable data in customer calls can help improve customer experiences and deliver greater revenue and more satisfied and loyal customers. Businesses that understand how communications can enhance customer service and productivity will appreciate the powerful information IP Office Customer Call Reporter (CCR) can deliver. IP Office Customer Call Reporter (CCR) is a logical software tool for small companies that have any form of helpdesk, outbound marketing team or organised sales staff. It is the first step up the ladder in terms of monitoring and improving the tools available for customer oriented staff. IP Office Customer Call Reporter (CCR) provides an excellent set of monitoring tools:

  • Browser Based, Drag & Drop application
  • Wide array of reports and statistics

    • Agent States
    • Agent ACW
    • Agents Available
    • Agents Logged On
    • Agents Present
    • Agents Ringing
    • Answered Calls
    • Answered External (non-queue)
    • Answered Internal (non-queue and queue)
    • Average Answer %
    • Average Answer Time
    • Average Wait Time
    • Busy Not Available
    • Calls Waiting
    • Current Wait Time

    • Grade of Service
    • Longest Wait Time
    • Lost Calls
    • New Messages
    • No Answer
    • Outbound Calls (external)
    • Overflowed Answered
    • Overflowed Calls
    • Overflowed Calls Waiting
    • Overflowed Lost
    • Queue State
    • Queue State Time
    • Routed to Other
    • Routed to Voicemail
    • Transferred

  • Supervisor Alarm setting and Notification by agent and group
  • Change in color indicates state of Alarm: White for Normal state, Yellow for Caution, Red for Alarm, Blue for Alarm Acknowledge
  • Historical Call Reporting using templates: Agent Summary Report, Call Details Report, Call Summary Report, Trace Reports, Alarm Reports, Voicemail Reports
  • Customize over 100 reports using common fields (Name, Subject, Call Type, Reporting Period, etc) and through use of wildcards
  • Report format (Adobe, Word, Excel, Rich Text, or Crystal)
  • Email report in format of recipients choice

IP Office Customer Call Reporter Ease of Use

The intuitive and easy-to-use browser-based interface makes call handling a snap. Click to dial, transfer, hold, conference, and more. Access hundreds of speed dial entries. Supervisors get point and click, drag and drop convenience for real-time information by agent or group of agents or to set alarm notifications and automatically deliver customized reports. Through customizable views set by their supervisor, agents can see a wide range of information to help them budget their time based on workload, call queues and agent availability, including number of calls on hold or in progress, lost calls, number of agents logged in/out, and more. When an agent knows that no callers are waiting in queue, he or she can spend more time with customers building relationships, generating more revenue, and enhancing overall customer satisfaction and loyalty.

IP Office Customer Call Reporter Customizable Reports

Customer Service Supervisor offers easily customized reports to display specific information that is most relevant to the business:

  • Create a caller identification report to see where the most (or fewest) calls originate from (by area code, country code, prefix, etc.)
  • See how many calls have been taken over a period of time, the length of calls, and more
  • Set and adjust thresholds to trigger alarms to suit changing objectives and campaign targets
  • Schedule automatic report delivery in preferred formats

IP Office Customer Call Reporter R8 Enhancements

IP Office Customer Call Reporter gets a lot of enhancements with IP Office R8, with new functionality and reporting.

Coaching/Silent Intrusion/Whisper

This feature is available with Essential Edition and enables users on a call to 'intrude' and listen depending on the configuration of the end users, i.e. whether Coaching Intrusion or Whisper Page is used. Coaching intrusion and Whisper page cannot be done on and idle user. It may be done for internal calls or with external calls. Coaching intrusion is primarily a call center feature, supporting interruption or inclusion of a supervisor on a live call to talk to an agent without the far end caller listening to the conversation. The caller may still talk to the agent, but will not hear what the supervisor is saying. The agent will be able to hear both the caller and the supervisor. This is useful when the agent needs support/training or when the supervisor needs to intrude to give instructions to an agent. Silent Intrusion or Whisper Page can be effective in a scenario where a secretary intrudes into a call of his/her boss to whisper that a very important customer is waiting. The boss hears his/her secretary while talking to the caller but the caller will not be able to hear the secretary. This feature can be set through the IP Office manager for each IP Office user. Only authorized users can use the coach/whisper feature. Default setting is off.

Real-Time Monitoring & Historical Report Enhancements

IP office R8.0 delivers the following real-time monitoring and historical reporting enhancements:

  • 15/30 minutes reporting
  • Agent Performance Factor (APF) in the Agent Time Card Report
  • SYSTEM Statistics enhancements
  • Real Time - Presented Calls - sum of Calls Answered + Calls Lost - Monitor and Wallboard
  • Supervisor Report Template Copy

Options for 15/30 minutes reporting - in addition to the Hour, Day and Week grouped reports, R8.0 is providing the option to group reports in 15 and 30 minutes increments for the Call Summary Report, the Call Detail Report and the Advanced Edition Voicemail Report. Following the same logic as the hour grouping, if grouped by 15 minutes, the call records will get grouped in 15-minute increments. For example, xx:00 to 14:00, xx:00 to 29, xx:30 to xx:44 and xx:45 to xx:59 for the 15 minutes grouping. Similarly, if 30 minutes grouping is selected, then call records will get in 30-minute increments.

Agent Performance Factor (APF) in the Agent Time Card Report - The Agent Productivity Factor statistic will be included in the Agent Time Card report under the Performance section along with the Average Answer Time. If selected, the report includes the Average Answer Time statistics and the Agent Productivity Factor for each agent. The system will use the straight average method to calculate the average answer time. An agent's productivity and efficiency will be measured by the parameters laid down for lost calls, answered calls, minimum talk time, and maximum talk.

Statistics enhancements - IP Office R8.0 provides the following System Statistic enhancements:

  • System Talk Internal Statistic: The system talk internal time is the sum of all of the Advanced Edition agents' internal call talk times
  • System Talk Outbound Statistic: The system talk outbound time is the sum of all of the Advanced Edition agents' outbound call talk times
  • System Talk Inbound Statistic: The system talk inbound time is the sum of all of the Advanced Edition agents' inbound call talk times
  • System Talk Average Statistic: The system talk average time is the sum of all of the Advanced Edition agents' average call talk times
  • System Talk Outbound Average Statistic: The system talk outbound average time is the average of all of the Advanced Edition agents' outbound average call talk times
  • System Talk Inbound Average Statistic: The system talk inbound average time is the average of all of the Advanced Edition agents' inbound average call talk times
  • System Total Talk Statistic: The system total talk time is the sum of the inbound and outbound talk times for all.
  • System Agent Productivity Factor: The system agent productivity factor statistic is the combined agent productivity factors for all agents.

Real Time - Presented Calls - Presented Call statistics are available for system, queues and agents. For Queues, it is the total of Answered calls + Queue's VM Answered calls + Overflow Answered calls + Routed to others + Lost Calls + Overflowed lost. It does not include direct calls to agents. For Agents, it is the total of Answered calls + Agent's VM Answered calls + Routed to others + Answered Non Queue + No Answer + Lost Calls. It does include direct calls. The TOTAL value is the sum of all presented calls for the selected queues. The SYSTEM value is the sum of all presented calls for Advanced Edition queues. The alarm and warning settings for this new statistic will range from 1 to 999. The Presented call statistic will be available for Real Time browsers like Monitor, Dashboard and Wallboard. For the Dashboard, the Presented Call statistic will be available in all the same graphs where the Answered Call statistics is available.

Supervisor Report Template Copy

A report template can now be copied from one supervisor account to another one. That will reduce the time it takes to install and configure an Advanced Edition system as most templates are exactly the same from one Supervisor to the other. There will be no checks to make sure that the queues selected for the reports are available to the supervisor receiving the template. To copy a template, a supervisor must select the template from the report template list and press the "Copy" button (placed to the left of the "+" button at the bottom).A dialog box will then provide a list of supervisor accounts that can receive the template. Each account that can receive the template can be selected. To finalize the copying, the "OK" button must be pressed. If the "Cancel" button is pressed, the dialog box will close and the copying will not occur. If the "OK" button is pressed, the copying will take place and the dialog box will close when the copying is done.

Real Time Reporting Enhancements

  • Logged off agents visible in Monitor views
  • Logged off agents can be hidden from a monitor view
  • Configurable at the supervisor account level
  • Logged off agents showing by default

Wallboard Statistics abbreviation

  • Wallboard default statistics names are now 25 characters long.
  • Eliminate truncation that can occur depending on the designed layout and chosen language.
  • League Table ranking qualifiers (Top and Bottom) are no longer editable. Only the statistic name is editable.
  • The 25 character limit doesn't apply when the default statistic name is edited.

Privacy Support

  • Ability to mask dialed numbers by agents
  • Configurable by Administrator in the Preferences section
  • Mask digits of the outgoing external numbers in the CDR, the Trace Report and any Customer Reports using the dialed number field
  • Set to 0 by default

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New Office Address: Telefonix Voice & Data, Unit 1 Bourne Mill Business Park, Guildford Road, Farnham, Surrey, GU99PS, England map Tel: 01252 333 888, Fax 01276 401120, Company Reg: 04351046, VAT Registration GB 77195978. Telefonix Voice & Data is the trading name of Systems Supported, Reg. Office Telefonix Voice & Data, Unit 1 Bourne Mill Business Park, Guildford Road, Farnham, Surrey, GU99PS, England, a limited liability company incorporated under the laws of England. Refunds Policy | Cookie Policy

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