Appendix K - Applications
MERLIN MAGIX Reporter
IMPORTANT:
This section is intended solely as an overview of the application. For comprehensive
information about the use of the application, see the documentation for the
product.
Available for Hybrid/PBX mode, MERLIN MAGIX Reporter helps System Managers
and Calling Group supervisors assess the effectiveness of facilities and Calling
Groups in responding to customer or client needs. It offers these broad benefits:
- Monitoring of Facilities Volume Usage. Traffic reports help in the
analysis of peak-hour facilities usage and availability of Calling Group agents
to respond to customer calls. The reports help determine whether availability
issues can be resolved through staffing or additional facilities.
- Customer Response Assessments. Calling Group managers can determine
whether customers are hanging up rather than waiting for an available agent,
how long they waited, and (with caller identification services) their telephone
numbers so that agents can return their calls.
- Monitoring Proper Facilities Usage. Some facilities may be overutilized
while others are ignored. MERLIN MAGIX Reporter helps managers pinpoint problems
with the setup of pools or with users' understanding of which lines they should
access for specific purposes.
MERLIN MAGIX Reporter includes the following major features:
- Call Collection. MERLIN MAGIX Reporter collects call records from
the MERLIN MAGIX Integrated System's SMDR (Station Message Detail Recording)
feature. It uses one of the three following methods:
- Direct connection to the SMDR jack on the control unit
- File transfer from another application that collects the call information
from the SMDR jack
- A Pollable Storage Unit (PSU) that connects to the control unit and passes
record information to MERLIN MAGIX Reporter through a modem or direct connection
- Call Processing. MERLIN MAGIX Reporter processes call record details
and stores them in a database. With caller identification services, the application
can automatically and immediately print out the incoming telephone numbers
of callers who abandoned their calls while waiting for an agent, allowing
a rapid return call from the organization. In addition, the application can
mask certain outgoing telephone numbers to ensure privacy where needed (for
example, on an executive's private line).
- Reports. MERLIN MAGIX Reporter produces an extensive library of
reports to help in analyzing facilities and Calling Groups. You can set up
reports to run automatically at preset intervals or on demand.
Some reports are tabular only, while others allow the manager to see a chart
as well. User-customizable reports are organized into the following categories:
- Organization. Detailed call records according to user-specified
criteria, summary statistics on specified types of calls, cost center summaries
by organization, and summary trends reports are available.
- Account Code. Callers can input codes to identify the subject
of a call, the client account number, or other information. Summary and
detail call reports are organized by account code.
- Selection. Providing summary and detail information according
to very specific criteria, these reports include the duration of calls and
how long agents spent actually talking to customers. They allow a manager
to pinpoint details or summarize trends, particularly in problem areas.
- Traffic. Primarily covering incoming calls, you can select reports
by date, time of day, extension, calling areas where calls originated, and
talk and queue (wait) time. Facility reports describe the lines in each
facility and report busy-hour incoming and outgoing volume, durations, and
performance against user-defined service goals.
- Archives. The application maintains data from the previous accounting
period. You may move it to a backup storage medium and restore it when you
need historic reports.
- Remote Access. Optionally, you can install Remote Access software
and a modem to allow remote assistance from the Avaya Communication customer
helpline.
- Multi-Site Network. MERLIN MAGIX Reporter can work in a network
configuration where one central site receives SMDR information from multiple
sites and multiple MERLIN MAGIX Integrated System control units for central
processing and reporting.
