2. Avaya Reporting and Analytics Overview & Roadmap
Steven Williams, Fall 2011
2010 Avaya Inc. All rights reserved.

3. Agenda High Level Reporting Strategy CMS update Focus on IQ
Evolving to Avaya Aura Performance Center 7.0
Mobility Applications
Roadmaps

4. High Level Strategy

5. Contact Center Performance An end-to-end process
Analytics
Create
Define
Reporting
Assign
Monitoring Operations
Effecting Change
Customer Surveys
Access & Permissions
Contact Recording
Agent Self Service
Quality Monitoring
eLearning
Managing Resources
Speech Analytics
Coaching
Scorecards
Planning
Intraday Mgmt
Scheduling
Forecasting
It’s not just about measuring performance, it’s about acting on it!

6. A quick look at CMS

7. The CMS and IQ Team CMS IQ
For large CC, FCE and installed base customers
Continued feature and platform investment
Focus on customer requested features and platform lifecycle extension
Feature requests will be subject to prioritization based on business opportunity and customer satisfaction
For new CC customers and for adding value to CMS installed base customers
Progressively add Best-in-class Unified Reporting : all contact channels in one place
Rich out-of-box functionality
Evolution of the platform from Reporting to Performance Management
CMS IQ
“Side-by-side” deployment delivers incremental value for reporting and analytics

8. CMS Available in 16.2 [Nov 2010] Backup Capability Customer Guardrails
Full LAN Backup
Tivoli Storage Manager 5.5 or 6.2.1, Netbackup 7.0
NFS Mounted File System
Tape Drives become optional
Future data migration can be done without Tape Drives
Customer Guardrails
Timeout value for historical report queries
Limit running of reports against agent groups >30, both Real-Time & Historical
Two new report query logs:
qlog: a log where entries are made upon query completion
idbm log: a log showing what query is currently running
Win7 64 bit OS support for Supervisor
JRE Security improvements
Common Administration through CCCM
Replacement of T5220 server with T Core [Feb 2011]

9. CMS Coming in 16.3 [Nov 2011] User Interface Platform Key Features
Web Client interface for CMS Supervisor
Platform
Replacement of low-end T Core server (Solaris on x86)
Key Features
CM 6.2 Alignment
ICR 2.0 reportable elements

10. IQ 5.2 released July 2011

11. IQ Overview of 5.2 [Jul 2011] Unified Reporting
Inbound voice (Avaya Aura® Call Center Elite)
Blended Outbound (Proactive Contact)
Self Service (Voice Portal/Experience Portal)
ICR (Intelligent Customer Routing)
AACC (Multi-media Adjunct) (new)
Capacity
900 Report Users, 15K Agents, 300K BHCC
To 48 Data Sources (new)
Fully scalable deployment options
Application-only and Turnkey
High capacity external disk array for Turnkey
HA Configuration to 7.5K administered agents (new)
Survivability Configuration (new)
Key Features
Call Work Codes (new)
Real Time Dashboard for supervisors with 3 second refresh, many out of the box reports
Role based access control, Full Time Zone Support, Comprehensive drill down capability
Analytical insight
Agent Behavior Reports
Correlation Reports

12. IQ 5.2 Capacities All In One Host Configuration Single Host
Dual Hosts
Multiple Hosts
Number of All Functions/DB Hosts 1
Number of All Functions Hosts
Number of Administration Hosts
Number of Reporting Hosts
1 - 3
Number of Data Processing Hosts
Number of Data Collection Hosts
0-2
0 - 4
0 - 8
0 – 24
Number of Real Time Dashboard Hosts
Number of Database Hosts
Number of MD12220/ EXP3000 Storage Units (All units must be the same type – cannot mix).
1 - 8
Number of Sources: CM, PC, AACC and ESS/LSP (Does not include VP sources.)
1-2
1 - 4
1 – 48
Maximum Total BHCC across all CM and PC sources
20,000
65,000
130,000
300,000
Maximum VP BHCC across all VP sources
10,000
32,500
150,000
Maximum Number of Report Users 75
200
400
900
Maximum Number of Concurrent Agents
3,250
6,500
15,000
Maximum Number of Administered Agents for High Availability (HA) configurations
7000

13. Avaya IQ Unified Reporting - Voice Portal Reports
Assisted Service / Self Service Duration 13

14. Avaya IQ Voice Portal Reports
Customer Experience Details 14

15. Avaya IQ Voice Portal Reports
Contact Trace 15

16. IQ 5.2 Single Server Turnkey Configuration “All in One”
Key Functionality
Smallest IQ Turnkey configuration
Includes IQ Application, embedded Oracle DB, Linux OS & Common Server hardware
Total Rack Space is 1U
Capacity is 900 concurrent agents, to 75 report users, 20K BHCC, real-time sources (Elite, AACC, PC)
Provides 1.1 TB of on board data storage
Positioning
Cost effective alternative to CMS & BCMRD for small to mid size Elite Contact Centers
Displace competitor offerings (e.g. Taske)
Primary reporting offering for Elite-AACC configuration

17. IQ 5.2 Single Host Configuration
Single-Host IQ (with no remote sources)
Smallest IQ Turnkey configuration with external disk array
Total rack space is 3U = 5.25”
Capacity is 3,250 concurrent agents, 200 report users, 75K BHCC, 4 sources
All IQ software as well as Oracle runs on a single server
Provides 3.4 TB of data storage
EXP3000s can be added for more data storage, in increments of 3.4TB
Data Storage
Combination Host – IQ All Functions and Database

18. IQ 5.2 Dual Host Configuration
Dual-Host IQ (with no remote sources)
Medium-sized IQ Turnkey configuration
Typical rack space is 6U = 10.5”
Capacity is 6,500 concurrent agents, 400 report users, 130K BHCC, 8 sources
Provides 6.8 TB of data storage
Number of EXP3000s variable for more or less data storage, increments of 3.4TB
Data Storage
Database Host
All Functions Host

19. … … IQ 5.2 Multi Host Configuration
Multi-Host IQ (with no remote sources)
Large IQ Turnkey configuration
Typical rack space is 13U = 22.75”
Capacity is:
15,000 concurrent agents
900 report users
300K BHCC
16 sources
Typical data storage is four 2U enclosures
Providing 13.6 TB of data storage
Number of EXP3000s can be adjusted for more or less data storage, in increments of 3.4TB, up to 27.2 TB
Up to 8 allowed
Typically a single Reporting Host
Up to 3 allowed …
Data
Storage
(1-8 enclosures, typically 4)
DB Host
Admin Host
DP Host
RTD Host
Reporting
Hosts
(1-3 servers, typically 1) …

20. IQ 5.2 Unified Reporting for Elite-AACC [Jun 2011]
Key Functionality
Unified Reporting for Elite-AACC Configuration
CC Elite: Voice
AACC: , Text-Chat, Fax, White Document, Social Media Integration
Real-Time & Historical Reporting
Supports Multichannel Multiplicity
IQ sized to number of multichannel agents
Can scale to full capacity of Elite agents
Positioning
Cost effective unified reporting for all contact channels (Elite-AACC)
Optional…but you really, really want to get 100% adoption

21. IQ 5.2 Unified Reporting for Elite-AACC

22. IQ 5.2 Unified Administration for IQ-Elite-AACC config
Key Functionality
Unified Administration for IQ when used for Elite- AACC configuration
Users, Roles, User Role Assignment
Agent Groups, Skill Groups
Routing Point Groups
Enabled by Avaya Contact Center Control Manager (ACCCM) IQ Connector and CM Connector (AACC connector bundled)
Positioning
Cost effective Unified Administration for IQ-Elite- AACC configuration
Optional…but you really, really want to get 100% adoption

23. IQ 5.2 CMS Parity Features – Call Work Codes
Key Functionality
Classification Tags (CWC)
Collect from CM
Report on Tags
Positioning
Ability to report on tagged calls
CMS feature debt removed

24. Avaya IQ 5.2 Resiliency, HA, Survivability – Multiple Sites
Remote Site
Main Data Center
Backup Data Center
CM Survivable Core (ESS)
CM Main Server
CM Survivable Core (ESS)
WAN
WAN
IQ Data Collection (Secondary)
IQ Data Collection (Survivable)
IQ Data Collection (Survivable) IQ
Primary IQ
Secondary
Supported Configurations
High Availability
Data Collector at Survivable Remote Sites
IQ Data Collector connected to ESS or LSP
IQ Single, Dual and Multi-host configurations with ESS or LSP
Processor Ethernet and C-LAN connectivity
Survivable Data Center
Combined HA and Survivable configuration – dual data center
Multiple Sites with Survivability
Combined HA and Survivable configuration – dual data centers
Data Collector at Survivable Remote Sites 24

25. IQ 5.2 Portfolio Integration
Key Functionality
Click-through from IQ user interface to performance applications
Positioning
Single point of access to performance applications
Ease of navigation between applications

26. IQ 5.2 Migration Licensing
IQ Licenses
New System Pricing
Upgrade / Migrate Pricing
CMS Side-by-Side Upgrade / Replace
Report User
3,500
1,100
Migrate pricing
Agents
100
Migrate Pricing
PC Connector
1,000
350
VP / ICR Connector
8,000
2,800
AACC Connector
2,000
700
HA Report User
875 / 10,000
306 / 3,500
Data Import Conn
10,000
Data Export Real
30,000
10,500
Data Export Hist
5,000
1,750
All prices US$, List

27. Evolving to Avaya Aura Performance Center

28. Avaya Aura® Performance Center Architecture
Presentation Layer
User Workspace
Mobile Supervisor
Application Layer VP
ICR
Operational Reports
Advanced Reports
CC Analytics Applications
Report Designer
Contact Analyzer
Flow
Analytics
Screen Analytics PC
POM
AACC
Elite
Tools Layer
Reporting Engine
WFO
CMS
Data Warehouse
Customer Applications
Data Layer
Sources
Historical Data Import
Real-Time Data Input 28

29. Avaya Aura® Performance Center Application Stack
Action Module
Closed Loop
Add optional module for closed-loop, adaptive contact center functionality
Analytics Module
Analytics
Add optional module for performance analytics functionality
Advanced Reporting Module
Advanced Reporting
Use CMS as a data source for advanced capabilities
Add optional module for advanced reporting functionality
Embedded Reporting provides feature-rich unified reporting
AAPC
Operational Reporting Module
AACC Embedded Reporting
Standard Reporting
For CC Elite, choose this,
or this, or both side-by-side
CC Elite handles voice, AACC handles Multichannel
CC Data Sources
CC Elite
CC Elite
Avaya Aura CC
Avaya Aura CC 29 29

30. Avaya Aura® Performance Center Action Workflow / Fully closed loop CC
Agent, Supervisor, Manager, Stakeholder
Performance Center
Action Workflow
Alerts & Notifications
Threshold alerts
Take action advisories
Performance notifications
Reminder alerts
Event Detection
Pattern Detection
Historical Data
Performance
Center Platform
Let’s delve further into what is planned for the Action Module. For example, a contact center manager might what to look at her “best” and “worst” agents over the past 3 months. The Action Workflow determines what to do with these results. Avaya’s work Assignment Engine assess what to do with this information – perhaps ensuring no high-value customers are routed to agents with the sub-par ratings. The Action Module will enable the contact center routing to be modified in real-time.
Let’s look at another example if the closed loop approach in the adaptive contact center. A supervisor in a contact center sets a threshold initially, and now it doesn’t make sense. He may set a threshold of two “naughty” agent behaviors over a month period. Based on thresholds or patterns, he sees this is true for almost all the agents. So, based on historical performance, it may be appropriate to make a decision based on this metric. He may decide he needs to raise the threshold, and decides a notification of 5 “naughty” behaviors is more appropriate. He goes in and modifies this in real-time.
Adaptive CC KPIs
AACC
CEP / VP
Real-Time Data
KPI based resource selection & work assignment
KPI & pattern enabled dynamic dialogs
CC Applications
WFO
Business Applications
Closed Loop: Key enabler for Adaptive Contact Center 30 30

31. Contact Center Mobile Applications

32. AAPC 7.0 Supervisor Mobile Application
Portable queue and agent monitoring
At-a-glance information and analysis, agent details
Take corrective action while roaming
Directed and responsive communications
Summary to Detail views
Agent State Detail tabs
Queue Details view
© 2011 Avaya Inc. All rights reserved.

33. Agent Details Panel Access agent summary for informed decisions
Critical agent statistics
Agent contact information
Modify queue assignments
View agent time distribution
Initiate communication with agents, such as IM and
© 2011 Avaya Inc. All rights reserved.

34. AAPC 7.0 Mobile Executive Application
World Map
Queue groups with location
Expand for critical queue group statistics
Expand to see threshold violations
Drill to identify responsible parties
Trend Analysis
Trend information for queue groups
Communicate with responsible parties via IM and
© 2011 Avaya Inc. All rights reserved.

35. AAPC 7.0 Mobile Executive Application
Unfettered contact center monitoring
At-a-glance information and analysis
Directed and responsive communications
Data at your fingertips
Queue level detail
Queue group monitoring
© 2011 Avaya Inc. All rights reserved.

36. AAPC 7.0 Content in scope for July 2012
Flexible / modular architecture
Extensible data warehouse and ETL tools
BI Infrastructure
HA to 15,000 agents
Mobile for Supervisor Application
Mobile for Executive Application
Extensible CC Analytics via Professional Services

37. Content Roadmaps

38. Avaya Aura Performance Center Roadmap
Delivered
In Development
In Concept
IQ 5.2 – Jul ‘11
Unified Multichannel Reporting
Unified Reporting
AACC-CC Elite combined multi-channel reporting
Priority Features
Call Work Codes
ESS & LSP support
7.5 K HA administered agents. Improved scale
Zero downtime upgrades for HA configuration
Click-through to point reporting applications
Platform
All-in-one-server Turnkey option
AAPC 7.0 – July ‘12
Advanced Reporting Tools Analytic Offerings
Platform
Data Warehouse with modular architecture
Unified Reporting
ICR 2.0 support
AACC Voice and IM support
Priority Features
HA to 15 K agents
CC Elite 6.2 support
AACC 6.3 support
Mobile Supervisor
Mobile Executive
Analytics
CMS Analytic
Flow Analytic
Screen Analytic
Platform
Data Warehouse with ETL tool
Unified Reporting
POM Reporting
WAE Reporting
Priority Features
CC Elite 6.2 support
AACC Network Reporting
Mobile Collaboration
Analytics
CMS Analytics
Report Builder
FCR
Flow Analytic
Screen Analytic
AAPC 7.1 – 2H2013
Unified Reporting Consolidation & Analytics
Roadmap dates & content subject to change

39. CMS Roadmap Delivered Delivered In Planning
CMS 16.1 – Jun ‘10
Improved CM Integration
Call Center 6.0 Alignment
SPI L23 support
More agents, VDNs, trunks
Interruptible AUX feature support
Route / Queue Calls to Agent by Skill Level support
Percent Allocation Routing support
Priority Features
IPv6 support
CMS 16.2 – Nov ‘10
Customer Features
Priority Features
Full LAN Backup
Tape Drives become optional
Customer guardrails
Win7 64 bit OS support for Supervisor
JRE Security improvements
Platform
Replacement of T5220 server with T Core [Feb 2011]
CMS 16.3 – Nov ‘11
Platform Refresh
Priority Features
CMS Supervisor Web
Call Center 6.2 Alignment
ICR 2.0 Reportable Elements
Platform
Replacement of low-end T Core server (Solaris on x86)
Roadmap dates & content subject to change

40. Avaya Aura CC Mobile Applications Roadmap
In Development
In Concept
In Concept
In Concept
AAPC Jul ‘12
Remote Monitoring
Supervisor
Real-time monitoring of queues and agents
Queue trending
Integrated
Operations Manager
Real-time queue group monitoring and trending
Google Maps for queue group locations
Sources
Contact Center Elite and AACC via AAPC
Platform
Native iOS apps (iPad) * end of Native iOS development
AAPC H 13
Collaboration
Agent Desktop
IM, SIP voice, video app for supervisor collaboration/ and observing
Content sharing with supervisor
Real-time monitoring
Supervisor
IM, SIP voice, video app for agent and operations manager collaboration
Content sharing
Agent admin
Operations Manager
IM, SIP voice, video app for supervisor collaboration
Content sharing with supervisor and wall-monitor
Bulk admin (limited scope)
Platform
Avaya Session Manager for SIP voice
Flash-based apps for cross client deployment * beginning of Flash platform
Adobe services for IM and video
AAPC 8.0
Operational Analytics
Supervisor
Integrated real-time and historical monitoring
Executive
3D globe view (spin)
Operational analytics, with trends
Sources
AAPC operational real-time and historical data
Platform
Avaya Session Manager for SIP voice
Flash-based apps
Adobe services for IM and video (tbd)
Localization
AAPC 8.1+
Business Analytics
Supervisor and Ops Manager
Links into AAPC reports
App customization (ability to select measures, trends, colors, etc.)
Executive
Business analytics, with trends
Sources
AAPC operational data
AAPC WFO, CRM, etc. business data
Localization
Roadmap dates & content subject to change
2010 Avaya Inc. All rights reserved.

42. Adaptive Contact Center Fully closed loop
Work Assignment
(“Queuing & Routing”)
Assigning Work
Unified Administration
Reporting & Analytics
Monitoring Operations
Effecting Change
Managing Resources
Workforce Optimization

43. Avaya Aura® Performance Center Architecture
Presentation Layer
User Workspace
Mobile Supervisor
Application Layer VP
ICR
Operational Reports
Advanced Reports
CC Analytics Applications
Report Designer
Contact Analyzer
Flow
Analytics
Screen Analytics PC
POM
AACC
Elite
Tools Layer
Reporting Engine
WFO
CMS
Data Warehouse
Customer Applications
Data Layer
Sources
Historical Data Import
Real-Time Data Input 43