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Avaya Reporting for Contact Center BCM Rls 6.0 User's Manual

1. Change or Remove Programs Add New jB Intel R Extreme Graphics Driver Programs K Adobe Reader 7 0 8 Size 65 11MB BCM Monitor Size 0 72MB j5 Crystal Reports for NET Framework 2 0 x86 Size 36 10MB B Intel R PRO Network Connections Drivers Size 3 93MB Ta j Java TM SE Runtime Environment 6 Size 108 00MB Add Remove ie Microsoft NET Framework 2 0 Size 108 00MB Windows Components Click here for support information Used rarely Last Used On 10 09 2007 To change this program or remove it from your computer click Change Remove Change Remove Set Program Access and j5 Microsoft Office 2000 SR 1 Premium Size 188 00MB Defaults A Ca Microsoft Office 2003 Web Components Size 22 69MB j5 Microsoft Report Viewer Redistributable 2005 Size 108 00MB F Microsoft SQL Server 2005 Size 293 00MB 5 Microsoft SQL Server 2005 Backward compatibility Size 26 35MB 5 Microsoft SQL Server Native Client Size 4 18MB 5 Microsoft SQL Server Setup Support Files English Size 22 60MB g Microsoft SQL Server SS Writer Size 0 43MB m 4 Follow the InstallShield Wizard instructions to uninstall the program 5 If the Net version is compatible with RCC do not click the Change Remove button and simply shut down the Add or Remove Programs window Installing Internet Information Services IIS is required to be installed on the PC that is to be the Web Host PC The following steps
2. 39 The IVU will now attempt to connect to the BCM to verify its IP Address and the CCRS password 40 A dialog box will appear confirming the successful connection Click Yes to save the settings to the RCC database Saye BLM connection settings x Both realtime and historical requests were successful 2 B IF Address Network Mame 200 30 30 98 Fort 8086 Do you want bo save vour chosen BCM connection settings into the database 41 A Verification Message will be displayed along with a link to Launch RCC Report Service S Bhi F Checking Verntying BEM connection Requesting BCM connection data from user BCM IF Address Network Mame 200 30 30 80 Fort number S088 Getting BCM realtime data Please Wwa After 10 realtime connections to the BCh 10 successtul connections 0 failures longest time 1 392 shortest time 1 025 and average time 1 05 Getting BLM historical data Please wat yt lt LIL gt Vertication Success Click Here to launch ROC Refresh NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center 42 Click the Click Here to Launch RCC link You will be presented with the login page Now proceed to step 4 of the Starting Reporting for Contact Center section of this guide Login Welcome to Avaya Reporting for Contact Center Please login using your username and password below Starting Reporting for Contact Center After the initial installa
3. will open the Add Role Services box to add the required Windows Features or tools NN40011 024 Issue 1 2 BCM RIs 6 0 19 Reporting for Contact Center c Navigate to Management Tools IIS 6 Management Compatibility and select the following check boxes i IIS 6 Management Console li IIS 6 Scripting Tools iii IS 6 WMI Compatibility iv IIS 6 Metabase and IIS 6 Configuration Compatibility il Windows Features Turn Windows features on or off To turn a feature on select its check box To turn a feature off clear its check box A filled box means that only part of the feature is turned on a Wl Games F Indexing Service 3 Internet Information Services 4 _ FTP Publishing Service Web Management Tools Vli IS6 Management Compatibility v i IS6 Management Console Vdo 0S6 Scripting Tools T IS6 WMI Compatibility rap IS Metabase and IIS 6 configuration compatibility WL TS Management Console _ TT p d Next navigate to Web Server Application Development and select the following check boxes i ASP li ASP Net iii ISAPI Extensions iv ISAPI Filters e Next navigate to Web Server Common HTTP Features and select the following check boxes i Default Document ii Directory Browsing iii HTTP Errors iv HTTP Redirection v Static Content f Next navigate to Web Server Security and select the following check boxes i Request Filtering ii Windows Authentication g Click Next in the Selec
4. i Voe oc o Total Internal External No TotalTime No TotalTime No TotalTime No TotalTime No TotalTime No Total Time 2 00 00 02 2 00 00 02 0 00 00 00 1 00 00 01 1 00 00 01 0 00 00 00 Agent2 2 00 00 02 2 00 00 02 0 00 00 00 1 00 00 01 1 00 00 01 0 00 00 00 SKILL1 1 00 00 02 2 00 00 02 0 00 00 00 Note Reports do not include calls in progress Page 1 of 1 NN40011 024 Issue 1 2 BCM RIs 6 0 95 Reporting for Contact Center Abandoned Calls by Skillset For each of the Skillsets included in the report the total number of abandoned calls is displayed Each Abandoned Call within a Time Bin is also displayed This figure is also represented as a percentage of the total number of Abandoned Calls If a call is a Contact Center call while at the Control Directory Number DN of the Skillset and the caller hangs up the call is classified as Abandoned This includes direct and indirect calls to a Skillset This report indicates the number of calls received and how long Abandoned Calls waited before they hung up Voice PSTN calls and Multimedia calls are listed separately and totalled for each Skillset and for the report total Both figures and the percentages are provided The breakdown is based on Abandoned Time Bin values The identity of some of the abandoned callers may be held in the Abandoned CLID DNIS report Company Name Report Title Abandoned Calls by Skillset Report Period 10 Sep 2007 14 27 to 11 Sep 2007 11 12 R
5. 2007 0941 08 59 29 2007 09 11 08 59 47 2007 0941 09 00 56 2007 09 11 09 01 13 2007 0941 09 01 27 2007 09 11 09 02 01 2007 0941 09 03 34 2007 09 11 09 03 54 2007 0941 09 04 27 2007 09 11 11 06 42 00 00 15 2007 0941 11 07 29 2007 0941 11 07 44 Agent Profile by Agent This report displays the instances and total durations of all Contact Center activities for each of the agents selected on the report generation screen The report will display the profile for all Agent activity for all Skillsets into which they were logged on for the period of the report It is broken down by Agent then by skillset and finally each Login session is broken out As well as displaying the Login time an agent has 2 types of activity agent state activity and agent call activity Agent State Activities are non call states that are not applicable to a specific skillset for example if Agent 1 is logged on to Skillets 1 and 2 and they invoke Feature 908 Make Not Ready they will be in the Not Ready state in all skillsets they are logged on to The agent states include Available Not Available Ringing All Calls Held Break Time Not Ready and Multimedia Contact Center MMCC Reserved when an agent is reserved by the Contact Center before it makes an out bound call to the caller Agent Call Activities are call states one state is specific to a particular skillset and this is the Contact Center CC Transactions Answered by Agent field The remaining agen
6. Company Details Information entered in the Company Details page is mostly just for information for the location where the RCC is installed However text entered in the Name field will be displayed at the top of each report 1 Log in to RCC as a user that has administrative rights 56 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center 2 Click on Company Details Enter the company information into the fields Click Submit when completed Main Logout Help Admin Company Details Please enter the details of your company below Name System Administration Street Contact Centre Connection City r ce County PO Company Details Postcode tom fd Reporting gig ge Submit Cancel Maintenance NN40011 024 Issue 1 2 BCM RIs 6 0 57 Reporting for Contact Center Reporting There are two ways to access the reporting section in Reporting for Contact Center Accessing Reporting as a System Administrator Logging into RCC with and administrative user will allow the user to access the administrative functions of RCC To access the RCC Reporting section 1 Log into RCC as a user that has administrative rights 2 Click on Reporting This will access the Reporting section of RCC Administration Menu Welcome Contact Centre Connection l l Please select an option from the left hand side to continue System Administration Maintenance Company Details Reporting 3 The Repor
7. In addition to this they can be given the power to administer wallboards for the Skillsets that they have been granted access to or they can be configured as Administrators themselves Note It is recommended that an Administrator is created and assigned to all skillsets as this account can then be used to administer other users as well as the main admin account NN40011 024 Issue 1 2 BCM RIs 6 0 45 Reporting for Contact Center 1 Under the System Administrator heading click User Admin In the User Admin section click Add User Admin A list of configured users appears below help is available by clicking the help button above Contact Centre Connection E E Pere ae ee ee Assign Username Administration System Admin Settings User Admin admini Yes Yes Eciit Delete Reset Password Skillset Assignment System Configuration Add Maintenance e Company Details Reporting 2 The Add User screen will be displayed Main Logout Admin Add User Please input the details of the user below a First name po system Administration Cane System Admin Settings User Admin REC Username Skillset Assignment Contact Centre Connection e System Configuration Language United Kingdom English Assign vVallboards 7 Maintenance Administrator E Submit Cancel Company Details Reporting e 3 Enter the first name of the user i
8. Monthly Schedules Get Latest Contact Center Data Agent Capacity by Skillset Agent Profile by Agent Call Breakdown by Agent Abandoned Calls by Skillset Abandoned CLID DNIS Answered Calls by Skillset Answered CLIDDNIS Call Average by Skillset Call Profile Incoming Call by Skillset Summary Activity Code by Agent Activity Code by Pegs Activity Code by Skillset Help Request by Supervisor Supervisor Monitor by Agent System Configuration Unanswered Help Request by Agent mf w fmf m faf m fuf u fuf u Dak m fuf u faf um fuf um ful u fu Call Audit L gt Le eke keke lelek lella helelik View Reports will open in new window Send to Printer Print Delay 00 01 Print The time now is 10 41 Your reports will print from this time plus the Print Delay time View Cancel print jobs Reset 80 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center 6 Once the Select Skillsets window is open select the Favourite by clicking on the select button then click Submit Logout Help Admin Select Skillsets Please select the Skillsets you wish to report on Real Time Favourites Agent Alarms Na Sales amp Tech Support Delete Select Wallboard Setup Time Bins Setup Reports and Schedules Daily Schedules Weekly Schedules Monthhy Schedules bet Latest Contact Center Data Select All Create Favourite j Submit Cancel 7 This is the report
9. This report must be generated by itself When selecting this report all other report check boxes that have been selected will be cleared and disabled Note You cannot schedule this report to print through the daily weekly or monthly scheduled reports Neither can you print this report by way of the Print button on the Reports and Schedules report generation page However you can print the report from the Report Viewer window NN40011 024 Issue 1 2 BCM Ris 6 0 113 Reporting for Contact Center In this example a customer complaint has occurred from a call that was taken by agent Alan The audit report has been used to trace the details of the call that generated the complaint A search has been made against the agent Alan and the Customer Complaint activity code that he entered during the call 1 Search by Key 2 Search by Call Parameters Sales amp Tech Support Select Skillsets Agents sales Agente Clear Select All Clear Select All Activity Codes Cust Complaint Clear Select All cub o DNS s S Cancel The call in question has been found with an identity key for the call of 23 Logout Help Admin v 2 5 447 0 61 Call Audit Please select a call to view Real Time s z Key CLID DHIS Start Date and Time End Date and Time Media Type 303 670221 11 Sep 2007 15 34 25 11 Sep 2007 15 38 13 PSTN Agent Alarms Wallboard Setup Time Bins Setup Reports a
10. Windotr esse er Windows Movie Maker Microsoft SOL Server 2005 Documents LAC Settings li Search Help and Support RUM Windows XP Professional O00 OJ ShutDown a start FA NN40010 623 Issue 1 Microsoft PowerPoint 132 NN40011 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center 2 Click on the Advanced tab and scroll down to Java Sun and select the Use JRE1 6 0_ version for lt applet gt check box Internet Options If General Security Privacy Content Connections Programs Advanced Settings Java Sun Ae Use JRE 1 6 0 for applet requires restarty SJ Microsoft M C Java console enabled requires restart C Java logging enabled JIT compiler For virtual machine enabled requires restart 4 Multimedia Always use ClearType for HTML Enable automatic image resizing Play animations in webpages Play sounds in webpages C Show image download placeholders Show pictures Smart image dithering lt Takes effect after you restart Internet Explorer Restore advanced settings Reset Internet Explorer settings Deletes all temporary Files disables browser add ons and resets all the changed settings You should only use this if your browser is in an unusable skate wt 3 Click Apply and click OK to close the Internet Properties dialog box 4 Ifthe Use JRE 1 6 0 version for lt applet gt option is not av
11. cancel NN40011 024 Issue 1 2 BCM RIs 6 0 29 Reporting for Contact Center 25 The files will be extracted Extracting Files InstallShield Wizard d Installing Microsoft SOL Server 2005 Express with Advanced Services Pending Microsott Report Viewer 27 Microsoft Report Viewer will be installed Succeeded Microsoft SQL Server 2005 Express with Advanced Services Installing Microsoft Report Wiewer 30 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center 28 The InstallShield window will be displayed Preparing to Install Reporting for Contact Center Setup if preparing the InstallShield Wizard which will guide you through the program setup process Please wai Configuring Windows Inetaller ee 29 The Welcome screen will appear Click Next x Welcome to the InstallShield Wizard For Reporting for Contact Center The InstallShield Wizard will install Reporting for Contact Center on your computer To continue click Hert Back i Wy Cancel NN40011 024 Issue 1 2 BCM RIs 6 0 31 Reporting for Contact Center 30 The Licensing screen will appear click Yes to accept this agreement Reporting for Contact Center q x License Agreement Please read the following license agreement carefully Press the PAGE DOWN key to see the rest of the agreement http support avaya comLicenselnto THIS SOFTWARE LICENSE LICENSE IS AN AGREEMENT
12. 0 0 0 0 0 0 0 100 Voice 0 0 0 0 0 0 0 0 0 0 100 Multimedia O 0 0 0 0 0 0 0 0 0 100 Report Time Presented Presented Soe ee ee en 2 Periods Calls sian a 02 00 11 Sep 0 0 0 0 0 0 0 0 0 0 100 Voice 0 0 0 0 0 0 0 0 0 0 100 101 3 0 Multimedia O 0 0 0 0 0 0 0 0 0 100 eo 2 03 00 a z 11 Sep 0 0 0 0 0 0 0 0 0 0 100 a Voice 0 0 0 0 0 0 0 0 0 0 100 Multimedia 0 0 0 0 0 0 0 0 0 0 100 Voice 0 0 CO E E E E E EE E E E r r r a Multimedia 0 0 eet Ma Done Pf Internet 4 E l l agp Internet Z 2 To save the raw report data click on the Save as File button at the bottom of the Raw Data report page a a on a a e E a a a E a a E a 05 00 i eo 06 00 i eo a E 07 00 FEPER FEFEEEEECEF 08 00 Ce we ee 09 00 i oe FETEFEES i E E E a a E e a E a a a a Save as File ype o o o ooo S nee S F http 200 30 30 45 CS data Microsoft Internet Explorer p 11 Sep 9 0 0 0 0 0 0 0 0 0 100 Voice 0 0 0 0 0 0 0 0 0 0 100 Multimedia 0 0 0 0 0 0 0 0 0 0 100 11 Sep 0 0 0 0 0 0 0 0 0 0 100 Voice 0 0 0 0 0 0 0 0 0 0 100 Multimedia O 0 0 0 0 0 0 0 0 0 100 Saye HTML Document Multimedia 0O 0 0 0 0 0 0 0 0 0 100 imi xil 21 x Save in Ie Desktop gt O fale My Documents p My Computer My Network Places RCC Readme E answeredCallsbySkillset 11 Sep 0 0 0 0 0 0 0 0 0 0 100 Voice 0 0 0 0 0
13. 0 0 0 0 0 100 Multimedia O 0 0 0 0 0 0 0 0 0 100 File name CallProfile Language 11 Sep 9 0 0 0 0 0 0 0 0 0 100 Voice 0 0 0 0 0 0 0 0 0 0 100 Multimedia O 0 0 0 0 0 0 0 0 0 100 11 Sep 2 2 0 0 2 0 0 0 0 0 50 Voice 2 2 0 0 2 0 0 0 0 0 50 Multimedia 0O 0 0 0 0 0 0 0 0 0 100 NN40011 024 Issue 1 2 BCM RIs 6 0 Save as type Text File txt Cancel Unicode UTF 8 z 85 Reporting for Contact Center 3 Save the raw report data as a ixt file to a location of your choice The raw report data in CSV format can be imported to Microsoft Excel as follows 4 From Microsoft Excel open the saved raw report data txt file by selecting Data Get External Data Import Text File Fd Microsoft Excel Booki E File Edit view Insert Format Tools Data Window Help E sie Say Ba BL sort Filter H Subtotals Validation Text bo Columns PivokTable and Pivotthart Report Get External Data d ns Run Saved Query d Refresh Data amp New Web Query New Database Query 1E Import Text File Edit Query Wata Range Properties Y ki 5 From the Import Text File dialog box Double click on the required file 2x Look in E Desktop da f a ce g Tools My Documents 4 My Computer My Network Places RCC Readme E sm Deskto p Filename Files of type Text Files Cancel 86 NN4001 1 024 I
14. 01 O 00 00 00 O 000 Agent2 2 i 20 45 00 i3 20 44 16 3 00 00 25 8 O00101 O 00 00 00 2 00 01 00 8 00 01 15 O 00 00 00 2 00 00 02 0 00 00 00 i 00 00 01 00 00 00 0 00 0 SKILL 1 i 20 45 00 2 00 00O2 0 00 00 00 1427 41312 1 20 45 00 2 z 2 00 00 02 O 00 00 00 11 Sep Tr Transfer Ov Overflow Ot Other Note Reports do not include calls in progress 94 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center Call Breakdown By Agent The Call Breakdown by Agent report provides a break down of the Contact Center CC Transactions and Non CC Transactions answered by Agents The report demonstrates the total number of transactions answered by an agent and breaks them down into either CC Transactions and then by Voice and Multimedia Contact Center MMCC or Non CC Transactions and then by Internal or External An Internal Non CC Transaction is a call that Originates from within the Contact Center and an External Non CC Transaction originates from outside the Contact Center The report will display all the answered transactions for the Agent for all Skillsets into which they were logged on to for the period of the report It is broken down by Agent then by skillset Company Name Report Title Call Breakdown by Agent Report Period 10 Sep 2007 14 27 to 11 Sep 2007 11 12 Report Created 11 Sep 2007 12 10 Data Timestamp 11 Sep 2007 11 41 No of Agents Selected 1 Agents Agent
15. 10 Sep 2007 14 77 to 11 Sep 2007 14 57 Report Created 11 Sep 2007 14 57 Data Timestamp 11 Sep 2007 14 56 Agent ID Agent Name Date Time of Day 1 Alan 14 54 49 2007 05 14 S05 Mote Reports do not include calls in progress Page 1 of 1 NN40011 024 Issue 1 2 BCM Ris 6 0 111 Reporting for Contact Center Call Audit This report shows transactional information for a single call its main purpose is to serve as a cradle to grave report on exactly how that call entered the Contact Center how it moved around the system and how it ended A supervisor may use this report to track down problematic calls for example a complaint from a caller that they waited on the phone too long and once it was answered they were transferred all over the place or they may want to see in practise how their routing tables are working The Call Audit report is generated from the Reports and Schedules report generation page as a selectable report However if this report is selected it will be generated exclusively that is all other report check boxes will be cleared and appear dimmed until the Call Audit report check box has been cleared After selecting the Call Audit report check box and clicking the View button the Call Audit Search by Call Criteria page will open Call Audit Call Cradle to Grave Please use the options below to locate your call within the database 1 Search by Key 2 Search by Call Parameters Skillsets Agents Sales Ala
16. 13 Reporting for Contact Center 3 Ensure that Internet Information Services is ticked and then click Next Windows Components Wizard Windows Components You can add or remove components of Windows XP To add or remove a component click the checkbox A shaded box means that only part of the component will be installed To see what s included in a component click Details Components EP Indexing Service g Intemet Explorer 0 0 MB E E Intemet Information Services IIS O mie Management and Monitoring Tools 1 5 MB Cl a Messane Queuina 0 MA Description Includes Web and FTP support along with support for FrontPage transactions Active Server Pages and database connections Total disk space required 13 5 MB Details Space available on disk 3041 8 MB Insert Disk q x gE Professional Service Pack 2 CD into your CD ROM Please insert the Compact Dise labeled Windows XF drive E and then click OK Cancel You can also click OK if you want files to be copied from an altemate location such as a floppy disk ora network server 5 Obtain the CD if required and click OK The installation will continue Configuring Components Setup is making the configuration changes you requested Please wait while Setup configures the components This may take several minutes depending on the components selected Status Installing Intemet Information Services gees 4 Back e
17. Agent Alarms Wallboard Setup E All Reports Open Reports Explained Help Index Time Bins Setup Agent Activity by Agent Reports and Schedules Fh ee total Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data Agent Average by Agent Agent Capacity by Skillset Agent Profile by Agent Call Breakdown by Agent Abandoned Calls by Skillset Abandoned CLID DNIS slots eles lle ls Answered Calls by Skillset J M inamana A IDIS e A Internet NN40011 024 Issue 1 2 BCM RIs 6 0 115 Reporting for Contact Center Daily Print Schedule 1 Click on Daily Schedules under the Print Schedules heading Click Add to add a Daily Print Schedule Your Daily Schedules Your Daily Print Schedules appear below Help is available by clicking the Real Time help button above You do not have any schedules defined Click add to begin adding Agent Alarms schedules Add lt Wallboard Setup Time Bins Setup Reports and Schedules Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data Reporting for Contact Center 2 On the following screen a Enter a Name for the Schedule e g 8 00pm Daily b Select the reports that you wish to be printed out c Select which days of the week on which you wish the reports to be printed out on You may wish to only select week days if the company
18. MDAC 2 8 already installed on your PC you will be prompted to install it as a prerequisite for RCC Click OK to install MDAC 2 8 InstallShield Wizard Reporting for Contact Center requires that the following requirements be installed on your ewes i Computer prior to installing this application Click OF to begin installing these requirements Pending Microsoft Data Access Components MDAC 2 8 Pending Microsoft SQL Server 2005 Express with Advanced Services Pending Microsoft Report Viewer Cancel NN40011 024 Issue 1 2 BCM RIs 6 0 27 Reporting for Contact Center 19 The MDAC 2 8 End User License Agreement dialog box appears select the I accept all of the terms of the preceding license agreement check box and click Next Microsoft Data Access Components 2 6 Setup x End User License Agreement Please read the following license agreement Press the PAGE DOWN key to see the rest of the agreement You must accept this agreement to install this software MICROSOFT CORPORATION END USER LICENSE AGREEMENT Microsoft Data Access Components 2 6 IMPORTANT READ CAREFULLY This End User License Agreement EULA is a legal agreement between you either an individual or a Single entity and Microsoft Corporation for the Microsoft software product identified above which includes computer software and may include associated media printed v 20 The setup will check for disk space then display the MDAC
19. PC Only install the Reporting for Contact Center application software onto this single PC It is recommended that Web Host PC should be left running once Reporting for Contact Center has been configured 1 Open Internet Explorer In the address field type replacing the relevant part with your BCM IP address http lt bcm ip address gt gt Navigation Canceled Windows Internet Explorer e m http 200 30 30 80 ha NN40011 024 Issue 1 2 BCM RIs 6 0 21 Reporting for Contact Center 2 Click on Go or press Return on your keyboard Note You can also use the Web Page button in Element Manager to launch a web broswer session The BCM you wish to access must be selected in the Element Navigation Panel to do this fp Exit cut Ga Copy OS Paste ff web Page Element Navigation Panel twork Elements 10 1 1 2 eee eee ee IP Address 200 30 30 80 ee 200 30 30 30 73 nnadmin cod 200 30 30 51 BCM Chester Password Connection Information 3 If you are presented with the Certificate Error window click on Continue to this website not recommended We recommend that you close this webpage and do not continue to this website Click here to close this webpage More information 4 Accept any further security messages that you may get presented with Security Information x This page contains both secure and nonse tems Do you want to display the nonsecure
20. Shortcut 2 KE j ZEE File and Folder Tasks x mij Rename this file ir Move this File A Copy this File 9 Publish this file to the Web E mail this File gt Delete this file J Data Sources ODBC g Shortcut 2 KE 4 desktop ini I mmia P Configuration Settings KE Event Viewer Shortcut z EB w Performance P Shortcut ZKE Local Security Policy Shortcut 2 EE Other Places x e Control Panel I My Documents W My Computer J My Network Places Server Extensions Administrator Shortcut z EB lt Services fey Shortcut ie KB Pick aile 130 NN4001 1 024 Issue 1 2 BCM Rls 6 0 Reporting for Contact Center 3 Then right click on the Default Websites link and select Properties Internet Information Services Ioj x File Action wiew Help gt B 8i gt s aa tele E EJDESKTOP flocal computer Yes 115 v5 1 Explore Open Browse Start Stop Pause Per d All Tasks F Rename Refresh 4 The IP address setting for the default website should be All Unassigned or the IP address setting for the default website should be 127 0 0 1 and the host header should be localhost Default Web Site Properties f ajx Director Security HTTF Headers Custom Errors Server Extensions Web Site ISAPI Filters Home Directory Documents Web Site Identification Description IP Address
21. TCP Fort Connection Timeout 300 seconds IY HTTP Keep dlives Enabled Enable Logging Active log format War Extended Log File Format Properties Cancel Apply Help 5 The port should be set to 80 NN40011 024 Issue 1 2 BCM RIs 6 0 131 Reporting for Contact Center Note It is recommended that the customer ensure that they have made the Web Host PC Internet Information Services installation as secure as possible Generally this involves loading security patches and or service packs for Internet Information Services and for the operating system of the Web Host PC These are made available free of charge by Microsoft Real Time Screens Not Displaying Correctly lf you have multiple versions of JRE Java Runtime Environment installed on your PC and the Real Time screens are not being displayed correctly check that Internet Explorer is using JRE version 1 6 0 for applets or higher by the following 1 Click Start Programs then right click the Internet Explorer icon and select Internet Properties 7 Accessories an Games d T Microsoft Office Tools I SoundMax fi Startup d r Adobe Reader 7 0 i Es New Office Document Ec Create Shortcut Open Office Document P MSN Delete Outlor ey Set Program Access and Defaults Rename Fermat l Sort by Name Ea Windows Catalog ty Windows Update Programs Ol S amp HROekikh Properties
22. XP installations are fully updated to Service Pack 3 Older versions may become unstable during the RCC installation process Installation Pre requisites Before you install Reporting for Contact Center software you must Ensure that Intelligent Contact Center is keycoded and configured Ensure that the Reporting for Contact Center keycode has been applied to the BCM Ensure that the Contact Center platform is connected to and is operational on the network to which the Reporting for Contact Center Web Host PC is connected Ensure that the full suite of Microsoft Internet Information Services is installed and operational on the Web Host PC and that the Default Web Site is enabled As the Reporting for Contact Center installation includes Microsoft Net Framework 2 0 ensure that Microsoft Net Framework 1 2 is uninstalled from the Web Host PC before installing Reporting for Contact Centre This is because Microsoft Net Framework 1 2 is not compatible with Microsoft SQL Server 2005 Express which is installed during the Reporting for Contact Center installation The following versions of Net Framework are compatible with RCC 1 0 1 1 2 0 3 0 3 5 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center Checking the Net Framework Version Use the following procedure to check and or uninstall the incompatible versions of NET Framework installed on the Web Host PC 1 From the Start menu select Settings follo
23. all the calls that were associated with each Activity Code Activity Codes can be used to determine different things If an Activity Code represented each newspaper or publication in which advertisements had been placed and each incoming caller was asked to indicate where they saw the advertisement they were responding to this data can be used to indicate which publications are the most effective advertisements This report displays Activity Code usage grouped by Activity Codes and grouped again for each included Skillset Each line of data is a total of Activity Code pegs that were entered over the period selected in the report generation Company Name Report Title Activity Code by Skillset Report Period 10 Sep 2007 14 27 to 11 Sep 2007 15 24 Report Created 11 Sep 2007 15 25 Data Timestamp 11 Sep 2007 15 23 Skillsets Sales Activity Code Skillset Activity Code Time Average Time Cust Complaint 00 00 14 00 00 14 SKILL1 1 00 00 14 00 00 14 Daily Telegraph 00 00 14 00 00 14 SKILL1 1 00 00 14 00 00 14 NO PEG 00 00 17 00 00 04 SKILL1 1 00 00 17 00 00 04 Note Reports do not include calls in progress Page 1 of 1 NN4001 1 024 Issue 1 2 BCM RIs 6 0 107 Reporting for Contact Center Help Request by Supervisor The Help Request by Supervisor report shows information relating to Help Requests made by Agents and which Supervisor responded to the request This report shows the Supervisor s Name and ID the date and time th
24. and Monthly if the report period is longer than one month A summary of the totals of certain call types and an average of call lengths and levels of service is also provided Company Hame Report Tithe Report Penod Report Created Data Timestamp Skills ets sum m ary Categor Pre s tE d Calk OC Trai facts Anew d Pre se bE d Cale Soa dod Pre e Wed Cale DE Con be cted Pre ze Wed Cale Us started sum m ary Cate gore Aue rage The D Anew er Aue age The Abadoi Ade fage Sem Ce Level Fre serte d Calls Direct Har Toal 14 10 Be p o 15 10 Be py 16 10 Be p iF 10 Ba py 18 10 Bap 104 o Summary 10 Sep 2007 14 27 to 11 Sep 2007 11 12 11 Sep 2007 12 45 11 Sep 2007 12 26 Sales Total for Parlod J Awrags for Parlod mm o oT Serice Level 4o Fre serte d Fresemted Preserted Calls Calls Calls Cisconmected Handedin Uretatfed Another Skill set CC Tranea ctions Srewered Fre serte d Calls Akandored edie ct o o o o o NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center Activity Code by Agent This report displays the usage of Activity Codes known as pegs which are grouped by activity and broken down into each Agent s Activity Code pegging Agents who have entered each Activity Code are listed together with the average call duration the number of pegs each Agent has entered and the accumulated time of all the calls that were associated with each Activit
25. and Schedules Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data 122 NN40011 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center 2 On the following screen a Enter a Name for the Schedule E g 8 00pm Monthly b Select the reports that you wish to be printed out c Select the printer that you wish the reports to be sent to RCC will allow you to access any of the printers that are already configured on the Web Host PC local or network d Select the time period that you wish to view the data for e Select the time at which you wish the reports to be printed out Add Monthly Schedule Schedule Name Select printer Real Time HP 20000 Please select a report Report period start time Agent Activity by Agent fog foo Agent Audit by Agent Agent Average by Agent Report period end time 23 59 Agent Capacity by Skillset Agent Profile by Agent Print time Call Breakdown by Agent o7 oo Abandoned Calls by Skillset Submit Cancel Abandoned CLID DNIS Answered Calls by Skillset Answered CLDONIS Agent Alarms E r r r r r r r r r Call Average by Skillset r r r r r r r r r r Wallboard Setup Time Bins Setup Reports and Schedules Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data Call Profile Incoming Call by Skillset Summary Activity Code by Agent Activity Code
26. by Pegs Activity Code by Skillset Help Request by Supervisor supervisor Monitor by Agent system Configuration Unanswered Help Request by Agent 3 When the Monthly Print Schedule settings are complete click Submit NN40011 024 Issue 1 2 BCM RIs 6 0 123 Reporting for Contact Center 4 Select the Skillsets or Agents that you wish the reports to include To select more than one Skillset or Agent but not all hold down the ctrl key and make selection Main Logout Help Admin Monthly Schedule Skillsets Please highlight the Skillsets you wish to include in the print schedule Real Time Favourites Name Sales amp Tech Support Delete Select Wallboard Setup Skillsets Agent Alarms Time Bins Setup Reports and Schedules Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data Select All Create Favourite Submit Cancel 5 When the selection is complete click Submit To select more then one but not all hold down the ctrl key and make selection A list of Monthly Print Schedules is now available Logout Help Admin Your Monthly Schedules Your Monthly Print schedules appear below Help is available by clicking the Real Time help button above Name Skillset Created Print Time Agent Alarms Month Sched 11 Sep 2007 Mon 2007 10 01 07 00 Vv Deactivate Edit Delete Wallboard Setup One Time Bins Setup Add Reports and Sche
27. c Delayed Indicates the number of calls that are currently in a delayed state that is having reached the Contact Center but have not been forwarded to a skillset d Primary Alert Indicates the number of calls in the Skillset queue that have exceeded the Primary Alert Threshold If at least one call in the Skillset queue has exceeded this threshold then the background of this cell will change to yellow e Secondary Alert Indicates the number of calls in the Skillset queue that have exceeded the Secondary Alert Threshold If at least one call in the Skillset queue has exceeded this threshold then the background of this cell will change to red f Overflow Indicates the number of calls currently in excess of the Contact Center Skillset overflow threshold This does not show the number of calls that have overflowed out of the Skillset queue It shows the number of calls that the Contact Center is actively seeking overflow destinations for g Answered Hour Day Indicates the number of Incoming Contact Center Calls that have been answered by Agents in that Skillset in the current hour and current day h Abandoned Hour Day Indicates the number of abandoned calls in each Skillset for the current hour and current day 62 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center i Disconnected Hour Day Indicates the number of calls that were disconnected by the Contact Center in the current hour and in the current day j Longes
28. for Contact Center 7 Anew window will now open to show the report is being generated A http 200 30 30 45 Report iewer Microsoft Internet Explorer id 4 ofo gt pil 100 H l Find Next Select a format j Export g Report is being generated Report Viewer Windows Internet Explorer Reports Explained Help View Raw Data CSW M aE joi vi C selec former lu E SRN AVAYA Company Name Report Title Answered Calls by Skillset Report Period 26 Jul 2010 15 13 to 28 Jul 2010 16 27 Report Created 28 Jul 2010 17 45 Data Timestamp 28 Jul 2010 16 26 Skillsets SKILL1 1 100 0 0 0 0 0 0 0 0 0 0 0 0 Multimedia 0 0 0 0 0 0 0 0 0 0 0 0 0 0 Presented Calls Answered 1 100 0 0 0 0 0 0 0 0 0 0 0 0 NN40011 024 Issue 1 2 BCM RIs 6 0 77 Reporting for Contact Center Creating Favourites For users who wish to frequently access the same report relating to multiple but not all of the Skillsets or Agents on varied dates there is the ability to create Favourites To create a Favourite follow the instructions below 1 Select the report that you wish to view and click on the View button Reports and Schedules Please select the report you wish to view from the list below Real Time From Date From Time To Date To Time yyyy mmidd 24 Hour Format yyyy mmidd 24 Hour Format 2007 09 11 5 fooo0 2007 09 11 fo 20 Repo
29. is not open during the weekend d Select the printer that you wish the reports to be sent to RCC will allow you to access any of the printers that are already configured on the Web Host PC local or network e Select the time period that you wish to view the data for f Select the time at which you wish the reports to be printed out Logout Add Daily Schedule Real Time generated M Sunday Z Reports Activity Code by Agent Activity Code by Pegs Activity Code by Skillset Help Request by Supervisor Supervisor Monitor by Agent Mond Agent Alarms e Agent Activity by Agent ee CER lr Tuesday Agent Audit by Agent cA A WE Wednesday C Wallboard Setup haitia at PENES Agent Capacity by Skillset C Frid Tita ini Siin Agent Profile by Agent rc a on M Call Breakdown by Agent SURAN M Abandoned Calls by Skillset Select printer aa ai Abandoned CLID DNIS HP 2000C Daily Schedules Weekly Schedules z Answered Calls by Skillset Report period start tim Monthly Schedules Answered CLID DNIS oo z oo z Get Latest Contact Center Data z 00 00 me aR EY l Call Average by Skillset O Call Profile Report period end time Incoming Call by Skillset 23 59 Summary Print time System Configuration 3 When the Daily Print Schedule settings are complete click Submit NN40011 024 Issue 1 2 BCM RIs 6 0 117 Reporting for Contact Center 4 Select the Skillsets or Ag
30. performing one action at a time this means the activity they were performing is put on hold This can occur for example when a call is placed on hold and an outgoing call is made This overlapping is reflected in the report by indicating when the previous activity is resumed denoted by the Resumed keyword and the light gray color of the text When manually counting activity for example Incoming Contact Center Calls the items grayed out should not be counted towards the total Company Name Report Title Agent Audit by Agent Report Period 10 Sep 2007 14 27 to 11 Sep 2007 11 12 Report Created 11 Sep 2007 11 43 Data Timestamp 11 Sep 2007 11 26 No of Agents Selected 1 Agents Agent SKILL1 1 2007 0910 Available Time 18 32 26 2007091 08 59 26 Not Available 00 00 03 2007 09 11 08 59 29 Available Time 00 00 03 2007091 08 59 32 Not Ready 00 00 15 2007 09 11 08 59 47 Available Time 00 00 44 2007091 09 00 31 Ringing 00 00 12 2007 09 11 09 00 43 Not Ready 00 00 15 2007091 09 00 58 Available Time 00 00 00 2007 09 11 09 00 58 Ringing 00 00 14 2007091 09 01 12 Not Ready 00 00 01 Agent Average by Agent The report displays the instances and average durations of all Contact Center activities for each of the agents selected on the report generation screen The report is broken down by Agent and then grouped by skillset and shows the activity for multi Skillset agents for all of the Skillsets into which they were logged on to during the report
31. you wish to report on Real Time You have no favourites saved Agent Alarms Skillsets Sales Wallboard Setup ech Support Time Bins Setup Reports and Schedules e Daily Schedules Weekly Schedules Get Latest Contact Center Data Select All Create Favourite Submit Cancel 4 Enter a name that the user wishes to give to this group and click Submit Main Logout Help Admin Save Favourites Please give the favourite a name by entering it below Favourite name Sales amp Tech support Agent Alarms Submit Cancel Wallboard Setup Real Time Time Bins Setup Reports and Schedules Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Dats NN40011 024 Issue 1 2 BCM RIs 6 0 19 Reporting for Contact Center 5 To select the Favourite Select report to be viewed Adjust relevant time date period Select the printer Print for output to hard copy Or Select View to send to screen 2908 D Reports and Schedules Please select the report you wish to view from the list below RealTime e From Date From Time To Date To Time yyyy mmidd 24 Hour Format yyyy mmidd 24 Hour Format A Al Wallboard Setup e Report Names Bo ai Reports Open Reports Explained Help Index Time Bins Setup e 4 Agent Activity by Agent L Reports and Schedules e Agent Audit by Agent Agent Average by Agent Daily Schedules Weekly Schedules
32. 06 6 Data Timestamp 11 09 2007 09 50 Z Skillsets SKILL1 8 9 Report Time Periods Presented Calls Presented Calls Disconnected CC Transactions Answered CC Transactions Abandoned CC Transact 10 SKILL1 1 Kn 12 00 00 13 11 Sep 0 0 0 0 14 Voice 0 0 0 0 15 Multimedia 0 0 0 0 16 17 01 00 16 11 Sep 0 0 0 19 Voice 0 0 0 20 Multimedia 0 0 0 21 BE 02 00 23 11 Sep 0 0 0 24 Voice 0 0 0 25 Multimedia 0 0 0 26 27 03 00 26 11 Sep 0 0 0 29 Voice 0 0 0 30 Multimedia 0 0 0 31 32 04 00 33 11 Sep 0 0 0 34 Voice 0 0 0 35 Multimedia 0 0 0 ld 41 gt MN Sheet1 Sheet2 Sheet3 jal Ronald f Report Descriptions The following is a brief overview of each of the reports that are available from Reporting for Contact Center For a detailed description of each Report and the parameters they contain please refer to the Reporting for Contact Center Reports Explained document Agent Activity by Agent The report displays the instances and total durations of all Contact Center activities for each of the agents selected on the report generation screen As well as displaying the Login time an agent has 2 types of activity agent state activity and agent call activity Agent State Activities are non call states that are not applicable to a specific skillset for example if Agent 1 is logged on to skillets 1 and 2 and they invoke Feature 908 Make Not Ready they will be in the Not Ready state in all s
33. 9 11 11 07 670221 SKILL1 1 00 00 11 Note Reports do not include calls in progress Page 1 of 1 NN40011 024 Issue 1 2 BCM Ris 6 0 99 Reporting for Contact Center Call Average by Skillset This report indicates the number and the associated averages for answered and abandoned Contact Center calls and for answered Transactions that is transferred calls This report is devised based on Skillset Each Skillset is shown on a separate line Each line displays a total for the field and an average time to answer to abandon and the answered incoming call time for the call type The Average Time to Answer and Average Time to Abandon figures in this report can be used to determine the appropriate settings for the Primary and secondary Alerts or wallboard alarms Company Mame Report Title Call Average by Skillset Report Period 10 Sep 2007 14 27 to 11 Sep 2007 11 12 Report Created 11 Sep 2007 12 31 Data Timestamp 11 Sep 2007 12 11 Skillsets Sales Answered Average Time Abandoned Average Time Answered Average to Answer to Abandon Answered Incoming Time Total Voice Multimedia SKILL 1 oice Multimedia 00 00 39 00 00 39 00 00 00 00 00 39 00 00 39 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 01 00 00 01 00 00 00 00 00 01 00 00 01 00 00 00 Call Profile This report provides a profile of the Transactions within the Contact Center broken down into Hour Day
34. AVAYA BCM Rls 6 0 Reporting for Contact Center Task Based Guide Reporting for Contact Center Copyright 2010 Avaya Inc All Rights Reserved Notices While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing Avaya assumes no liability for any errors Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes Documentation disclaimer Avaya shall not be responsible for any modifications additions or deletions to the original published version of this documentation unless such modifications additions or deletions were performed by Avaya End User agree to indemnify and hold harmless Avaya Avaya s agents servants and employees against all claims lawsuits demands and judgments arising out of or in connection with subsequent modifications additions or deletions to this documentation to the extent made by End User Link disclaimer Avaya is not responsible for the contents or reliability of any linked Web sites referenced within this site or documentation s provided by Avaya Avaya is not responsible for the accuracy of any information statement or content provided on these sites and does not necessarily endorse the products services or information described or offered within them Avaya does not guarantee that these links will work all th
35. BETWEEN YOU THE ENO USER CUSTOMER AND AMAA INC OR THE APPLICABLE Awana AFFILIATE PAAA GOYERNING YOUR RIGHTS TO USE THE LICENSED SOFTWARE LICENSED SOFTWARE MEANS HERITAGE NORTEL NETWORKS SOFTWARE PRODUCTS WHETHER HAVING 4 NORTEL OF Avaya LOGO SOFTWARE INCLUDED IN OF WITH HERITAGE NORTEL NETWORKS PRODUCTS WHETHER HAY ING Do you accept all the terns of the preceding License Agreement IF you choose No the setup will close To install Reporting for Contact Center you must accept this agreement Installshield lt Back yes i 31 The Destination Folder screen will appear Click Next to accept the default destination Reporting for Contact Center X Choose Destination Location Select folder where Setup will install files Setup will install Reporting for Contact Center in the following folder To install to this folder click Next To install to a different folder click Browse and select another tolder Destination Folder ck Reporting for Contact Center Browse InstallShield Cancel 32 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center 32 The installation may detect some previously installed applications and components that are already on your PC Reporting for Contact Center aa Setup Status x Reporting for Contact Center Setup is performing the requested operations Removing applications hie ee InstallShield 33 The i
36. C All other PCs on your network from which Users wish to access the Real Time Screens Historical Reports or the Reporting for Contact Center user interface must be equipped with Internet Explorer Reporting for Contact Center provides support for thirteen different languages This allows RCC users to use RCC in their preferred language It also means that from an English RCC user information displayed on each of the wallboards can all be in a mixture of the languages The thirteen languages are UK English North American English French Canadian French Latin American Spanish Spanish Brazilian Portuguese Dutch German Italian Norwegian Danish and Swedish There are two types of users that can be configured in RCC Users and Administrators Users can be allowed to configure Wallboards and softBoards and view real time and historical data but only Administrators have full control over Users Skillset assignments and fundamental settings for RCC 6 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center Required Information The following details are required before commencing installation and configuration of RCC e The IP address of the BCM e The IP address of the Web Host PC e P addresses for any wallboards to be configured NN4001 1 024 Issue 1 2 BCM RIs 6 0 7 Reporting for Contact Center Flow Chart Follow the below process to install and configure Reporting for Contact Center Ensure you have noted the
37. Card connected to the same network as the wallboards Select an IP Address 200 30 30 51 r Note This IP Address is not the IP Address of the wallboard This address is the IP Address configured for the Network Interface Card in the Web Host PC lf you add a new Network Interface Card or other network device such as a USB Bluetooth device or if you enable a disabled Network Interface Card then you must reboot your Web Host PC so that the new device is detected and presented in the Select An IP Address list 12 From the Wallboard and Refresh Real Time Interval list select your refresh interval for the Wallboard and Real time displays The two available options are 1 second default and 3 seconds Wallboard and Real Time Refresh Interval 1 7 Secondis 13 On first installation of Reporting for Contact Center the Download Contact Center Data options are displayed You can determine whether to download all data from the Contact Center by selecting All Data or you can select Only Data starting from and click on the calendar icon to the right to select a start date from when data should be downloaded from the Contact Center Note that the warning 40 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center displayed below will only display if the Only Data Starting from radio button is selected Download Contact Center Data All Data Only Data starting from 2004 03 05 BE cone Warning By choo
38. Environment 5 0 Update 4 Sun Microsystems Inc 11 01 200 MySQL Connector ODBC 351 MySQL AB 11 01 200 MySQL Server 41 MySQL AB 11 01 200 Q Reporting for Contact Center Nortel 11 01 200 NN40011 024 Issue 1 2 BCM RIs 6 0 17 Reporting for Contact Center 4 On a Windows Vista or Windows 7 O S the Windows Features window will open a Navigate to Internet Information Services Web Management Tools IIS 6 Management Compatibility and select the following i IIS 6 Management Console li IS 6 Scripting Tools iii HS 6 WMI Compatibility v IIS 6 Metabase and IIS 6 Configuration Compatibility ll Windows Features Turn Windows features on or off To turn a feature on select its check box To turn a feature off clear its check box A filled box means that only part of the feature is turned on a Wl Games L Indexing Service Internet Information Services FTP Publishing Service Web Management Tools v IS6 Management Compatibility V IS 6 Management Console V db IS6 Scripting Tools T IS6 WMI Compatibility V IS Metabase and IS 6 configuration compatibility v4 IS Management Console m gt l Cancel b Now navigate to Internet Information Services World Wide Services Application Development Features and select the following i ASP li ASP Net li ISAPI Extensions iv ISAPI Filters c Next navigate to Internet Information Services World Wide Service
39. NN4001 1 024 Issue 1 2 BCM RIs 6 0 71 Reporting for Contact Center 2 From the list of assigned Skillsets select which one you wish to setup Answered and Abandoned Time Bins for Notice that dual selections cannot be made for Time Bins Setup Time Bins are configured exclusively to each Skillset When selection is complete click Assign Time Bins Main Logout Help Admin Time Bins Setup Please select the Skillset for which you wish to assign time bins Real Time Skillset list Agent Alarms Wallboard Setup Time Bins Setup Reports and Schedules Assign Time Bins lt Q 3 By default the Time Bins for both Answered and Abandoned calls are set to 10 20 30 40 50 and 60 seconds Alter these values to suit the reporting requirements When completed click Submit Main Logout Help Admin Time Bins Please enter Time Bin values below mm ss for SKILL1 Real Time Answered Time Bins Abandoned Time Bins MM SS MM SS Agent Alarms Time Bin 1 00 10 Wallboard Setup Time Bin 2 O0 bd i Time Bin 2 foo 4 20 Time Bin 3 00 Time Bin 3 00 E Time Bins Setup Time Bin 4 00 Time Bin 4 foo fao Time Bin 5 O0 Time Bin 5 00 50 Reports and Schedules Time Bin G 01 Time Bin amp jan foo Cancel 72 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center 4 The below shows how the Time Bins Setup are applied to reports Skillsets Customer ser
40. Purge Database Company Details Reporting db Java Runtime Installed 1 6 0 Java Admin Maintenance Menu Please select an option from the maintenance menu on the left hand side to continue Help Admin System Status Web Server Details SERVER_NAME localhost SERVER_PORT o0 SERVER_PROTOCOL HTTP 1 1 SERVER_SOFTWARE Microsoft Ils 5 1 Mozilla 4 O compatible MSIE 6 0 Windows NT 5 1 ee w1 WET a 3 060727 c Program Files Nortel Reporting for Contact CenterWVebsiterccliadmin pagesisystem_ status asp 127 0 0 1 127 0 0 1 PATH_TRANSLATED REMOTE_ADDR REMOTE HOST RCC Database connection status Status Connection successful Click Here to open the Download Status window Current RCC Network Port Status Web Server 50 OK Real Time 6010 OK Report 6011 OK System Info Schema Version App Server Platform nix App Server Version 2 20 0 Contact Centre Platform Mi_450 Contact Centre Version CallCenter 31 00 00 16_12_06_2007 Contact Center Status OK Hole lal Note You would only normally be directed to this page by Support Personnel who might ask you to relay to them the text contained in the Database connection status field for example 52 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center Logging selecting the Logging option presents you with the Logging Menu Page Logging Menu This section allows log files relating ta Reporting for Contact Center to be collect
41. RRED TO INTERCHANGEABLY AS YOU AND END USER AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC OR THE APPLICABLE AVAYA AFFILIATE AVAYA Copyright Except where expressly stated otherwise no use should be made of the Documentation s and Product s provided by Avaya All content in this documentation s and the product s provided by Avaya including the selection arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases You may not modify copy reproduce republish upload post transmit or distribute in any way any content in whole or in part including any code and software Unauthorized reproduction transmission dissemination storage and or use without the express written consent of Avaya can be a criminal as well as a civil offense under the applicable law Third Party Components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements Third Party Components which may contain terms that expand or limit rights to use certain portions of the Product Third Party Terms Information regarding distributed Linux OS source code for those Products that have distributed the Linux OS source code and identifying the copyright holders of the Third Party Compone
42. Reporter Contact Center ee ae Reporting for Contact Cente Multimedia Contact Center soView Sofiboard Additional Solutions Avaya DevConnect Program Documentation 9 Click the Download Reporting for Contact Center link Center 4 Download Reporting for Contact Center Avaya Reporting for Contact Center is a Windows based software application that provides Real Time Screens and comprehensive historical management information on the day to day performance of your Business Communications Manager Contact Center system 24 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center 10 Now click the Run button File Download Security Warning x you want to run or save this file Name ReportingforContactCenter exe Type Application 363MB From 200 30 30 80 al While files from the Intemet can be useful this file type can ry potentially ham your computer f you do not trust the source do not tun or save this software What s the risk OrtingforContactCenter exe from 200 30 30 80 EE Estimated time left 4min 7 sec 8 71MB of 363MB copied Download to Temporary Folder Transfer rate 1 43MB Sec pen Open Folder 12 The Security Warning screen will be displayed Click on the Run button Internet Explorer Security Warning i l X The publisher could not be verified Are you sure you want to run this software Name ReportingforContachCe
43. a Note When printing from a report printers local to the viewing PC can be selected Exporting Reports To export this particular report to another location and format pdf or Excel a x Select a format f Exp Do you want to open or save this file Ba Name AnsweredCallsbySkillset xls Type Microsoft Excel Worksheet 73 5 KB From 200 30 30 45 Open Save While files from the Internet can be useful some files can potentially harm your computer If vou do not trust the source do not open or save this file What s the risk NN40011 024 Issue 1 2 BCM RIs 6 0 83 Reporting for Contact Center Viewing and Navigating Reports fios ee To alter the magnification of the report being viewed M 4 1 of 1 gt Pl To scroll through the pages of each report admin Find Next To find specific text in this report Reports Explained Help E http 200 30 30 45 Report Yiewer Microsoft Internet Explorer Select the Reports Explained Help link to open a separate window with View Raw Data CSV descriptions of the current report parameters that are being viewed id 4 i of 3 gt bil 100 admin Find Next Select a format Export E http 200 30 30 45 Reporting for Contact Center Microsoft Internet L plorer 0 x AVAYA RURA Reports Explained Call Profile Reports Explained Help Index Call Profile Company Name Report Title Call Profile Summary R
44. a help request is accepted and the supervisor monitors the call it will be shown in this report If the help request is declined a monitoring session will be displayed but no activity within that session will be shown 108 NN4001 1 024 Issue 1 2 BCM Rls 6 0 Company Name Danishmend Hotels Report Tite Supervisor Monitor by Agent Report Panod 29 Jan 2007 00 00 to 29 Jan 2007 11 19 Report Created 12 Mar 2007 17 47 29 Jan 2007 11 39 Mo of Agents Selected 1 Agams Phil Data Timestarnip Monkor Cal Aganit 2 Monier Agente 2 Monlar Cal Apermiz z2 Monitor Agent 2 Montor Cal Agents 2 Monir Agent 2 Mondor Phil ii Montor Phil 1 Note Raporns do not include calls in progress NN40011 024 Issue 1 2 BCM RIs 6 0 SEIT 12 102414 SHAG 1120735 eh W28 11 07 36 SHOTS 1100S SRT 2S 11 1324 SETS 11 1422 SHAS 11 15 18 SHS 104s JITU 11 17 48 Reporting for Contact Center End Date and Time SDETA12 1040 ADETA 11 07 41 SDE 28 1120 42 SORT P1229 11 08 21 2DETO28 111451 SORT 11 1451 ADETA 1 18 12 ziea 102 ZOET 11 1807 Fage 1of1 109 Reporting for Contact Center System Configuration Report This a detailed report running to a number of pages giving details of how Reporting for Contact Center has been configured The information displayed will include e RCC and Contact Center Platform information Contact Center Connection Information Logging Details User Admin Setup Comp
45. actions Transactions Call Answered by Answeredby Answeredby Answered by Agent Agent Agent Agent No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time No Tota Total 20 4452 13 20 44 08 3 00 00 25 8 O0 0101 O 00 00 00 2 00 01 00 8 O0 01 15 O 00 00 00 2 00 00 02 0 00 00 00 i 00 00 01 0 00 00 00 0 OO Agent 2 i 20 4452 13 20 44 08 3 00 00 25 8 00 01 01 O 00 00 00 2 O0 0100 8 O0 01 15 O 00 00 00 2 00 00 02 O 00 00 00 i 00 00 01 O 00 00 00 0 OO SKILL 1 1 1 20 44 52 2 00 00 02 0 00 00 00 Tr Transfer Ov Overflow Ot Other Note Reports do not include calls in progress Note This report is generated by agent selection not skillset Agent Audit by Agent This report displays the activity of an Agent broken down into specific entries on each action performed This report is intended to provide a detailed picture of an Agent s activities covering small numbers of agents over short periods of time lf the Agent is a multi Skillset Agent all of their activities will be included for all Skillsets into which they are signed for the duration of the report This report is generated for the selected Agents and is grouped by Agent then by skillset 90 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center Certain activities can overlap but the agent can only be
46. ailable JRE version 1 6 0 must be installed Go to step 6 5 If the Real Time screens are still being displayed incorrectly uninstall JRE version 1 6 0 by selecting from the Window taskbar Start Settings and then click Control Panel The Control Panel window appears 6 Double click the Add or Remove Programs icon The Add or Remove Programs dialog box appears 7 Under Java TM SE Runtime Environment 6 click Remove Click Yes to confirm uninstalling the program 8 Re install Java Runtime Environment 6 by opening C Program Files Nortel Reporting for Contact Center Java on the Web Host PC Copy the jre 6 windowsi586 exe file and install it on the PC exhibiting problems to install the Java Runtime Environment When JRE 1 6 0 is installed on the PC you should be able to view Real Time screens correctly For further details relating to Reporting for Contact Center troubleshooting please refer to the Reporting for Contact Center Troubleshooting Guide NN40011 024 Issue 1 2 BCM Rls 6 0 133 Reporting for Contact Center Avaya Documentation Links Reporting for Contact Center Setup and Operations Guide Reporting for Contact Center Reports Explained Reporting for Contact Center Quick Reference Guide Reporting for Contact Center Troubleshooting and Maintenance Guide e PView Softboard Setup and Operations Guide 134 NN4001 1 024 Issue 1 2 BCM Ris 6 0
47. and Month This report demonstrates numbers of calls presented to the Skillsets in the report and the number Answered Abandoned Disconnected Answered by Agents Voicemail Operator Overflow Agents Non Agents and Other skillsets during a report period It also presents the Service Level expressed as a percentage This report can be used to determine the fate of calls profiled in a report A Call Profile report can indicate the number of calls in various time slots and if calls are Answered by Agents in a Skillset for example The Call Profile report can also be used to help determine staffing levels and call peaks on a particular day or for a particular period A Call Profile report 100 NN4001 1 024 Issue 1 2 BCM Rls 6 0 Reporting for Contact Center that spans several weeks will identify whether a call peak is a general trend in an average week and may indicate a need for higher staff availability on certain days A Call Profile report can also be used to judge the effectiveness of a marketing campaign A report covering one period for a number of previous years can be compared with a report for the year of the marketing campaign A Call Profile report Graph is provided This displays the number of calls that were Presented Answered and Abandoned for the report time period selected The Call Profile report is generated for a range of selected Skillsets Depending on the selected date range the report is broken down into one o
48. any Details Print Schedules Agent Alarms by Skillset Wallboard Messages amp Alarms Answered and Abandoned Calls Time Bins A http 200 30 30 45 Report iewer Microsoft Internet Explorer id 4 fi of3 b pbi 100 Find Next Select aformat Export Report Title System Configuration Report Created 11 Sep 2007 14 42 Schema Version 2 1 9 0 App Server Version 2 2 0 0 Contact Centre Version CallCenter_30 00 14 16 07 _16 2007 Contact Centre Connection Make historical data requests every 15 Minutes Select an IP Address 200 30 30 45 Status Log Started 77 wo gt a z Surname Admin Language United Kingdom English Administrator Yes Sales 1 Surname admin1 Language United Kingdom English Administrator No Sales 1 First name Ed RCC Username ejones Assign Wallboards lt fa wo vu w Lew oOo _ to 11 NN40011 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center Unanswered Help Request by Agent This report displays the instances of each unanswered help request where the supervisor declined an Agent s request for help This report should be read in conjunction with the Help Request by Supervisor report to establish the total number of Helo Requests an Agent makes This report can also be used to determine if a Supervisor is refusing too many Help Requests Company Mame Report Title Unanswered Help Request by Agent Report Period
49. aph is provided This displays the number of calls that were Presented Answered and Abandoned p for the report time period selected voice 0 0 0 Logic Multimedia 0 0 0 j Ha fp etter FZ G 84 NN4001 1 024 Issue 1 2 BCM RIs 6 0 View Raw Data CSV Reporting for Contact Center Raw data can be viewed and saved in CSV format for importing into e g Excel 1 Click the View Raw Data CSV link to open a new window containing all of the report data in comma separated view CSV format 2 http 200 30 30 45 Report iewer Microsoft Internet Explorer View Raw Data CSV Id 4 fi of 3 gt bil 100 AVAYA Company Name admin Find Next Selert a farmat Company Name Report Title Call Profile vi Fxnoort tp 200 30 30 45 CS data Microsoft Internet Explorer Reports Explained Hel A 5 x Report Period 11 Sep 2007 00 00 to 11 Sep 2007 09 51 Report Created 11 Sep 2007 10 06 Data Timestamp 11 Sep 2007 09 50 Skillsets SKILL1 Report Time Periods Presented Calls Presented Calls Disconnected Cc Transac Report Title Call Profile P SKILL1 1 2 2 0 0 2 0 0 0 0 0 50 SKILL1 1 2 2 0 Report Period 11 Sep 2007 PREC CP PRR ERE 00 00 Report Created 11 Sep 2007 11 Sep 0 0 0 0 0 0 0 0 0 0 100 Voice 0 0 0 0 0 0 0 0 0 0 100 Data Timestamp 11 Sep 2007 muitimedia O 0 0 0 0 0 0 0 0 0 100 e COE E E E E E E E E E E E r r a Skillsets SKILL1 AON 11 Sep 0 0 0
50. are instructions of how to successfully install this Microsoft Windows component Note This example uses Windows XP Professional Other Operating Systems will differ in process for installing IIS Please consult the Reporting for Contact Center Setup and Operations Guide for further information on installing IIS on other supported Operating Systems 12 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center 1 On the Web Host PC access the Control Panel by opening Start Settings Control Panel and the Add Remove Programs icon Control Panel File Edit View Favorites Tools Help Address OP contol Panel O lt Ji Control Panel x Accessibility Add Hardware 2 amp Bluetooth Date and Time Display Windows Update Configuration p a Help and Support Fonts Game HP Wireless Controllers Assistant 2 In the window that appears click on Add Remove Windows Components fe Add or Remove Programs il Currently installed programs Change or Remove Programs Add New Programs ACO 3C Daemon To change this program or remove it from yo Adobe Acrobat Connect Add in Ta Adobe Captivate 3 GB Adobe Flash Player 10 Activex Sf Adobe Reader 7 1 0 Add Remove Windows Components ees Adobe Shockwave Player 11 j5 Agere Systems AC 97 Modem set Program ie ATI Display Driver Access and Defaults Be aves 5 NN40011 024 Issue 1 2 BCM RIs 6 0
51. at the request was made the Agent ID and Name and the CLID of the caller who the Agent requires help with Company Hame Danishmend Hotels Report Title Help Request by Supervisor Report Period 26 Feb 2007 00 00 to 28 Feb 2007 17 06 Report Created J8 Feb 2007 18 04 Data Timestamp 2B Feb 2007 17 35 Supervisor ID Supervisor Name Time of Day Date CLID Agent ID Agent Name 2 Agonia 14 55 27 20 Feb 2007 P223 4 Agente 14 57 43 2d Feb 2007 P223 J Aisha Note Reports do not include calls in progress Page 1 of 1 Supervisor Monitor by Agent The Supervisor Monitor by Agent report lists the instances when the Supervisor entered a monitoring session Start Date and Time left the monitoring session End Date and Time and the details of each agent monitored during that session The report is generated by agent If the agent selected is a supervisor it will list all the agents they have monitored plus any other supervisors that may have monitored them If the agent selected for the reports are not Supervisors then it will list the supervisors that may have monitored them Each Supervisor Monitor Session is displayed against a gray background and the corresponding Agent monitored in that session is displayed against a white background directly following the Supervisor Monitor Session in the report This includes monitoring sessions activated through Feature 905 Supervisor Monitoring and any Feature 906 Help Requests made to that supervisor If
52. cates the number of calls that were disconnected by the Contact Center in the current hour and in the current day i Longest Waiting Time indicates the waiting time of the call that has waited the longest of the list of currently waiting calls j Unread Skillset Messages Indicates the number of voice mail messages in the Skillset Mailbox which have not been listened to If any messages have not been listened to the cell background is red k Grade of Service GOS Indicates the grade of service currently offered to incoming callers Agent Summary 64 Agent Summary You are curren tly viewing Skillsets SKILL1 Ringing _ Mot Skillset Supervisin g Available Available Sa SaaS aS St se aS eae ae Se Se Ses isr 1 0o 1 fT of of of of oj o fT oof of o Logged In Not Ready Connection Status F5 Applet agentSummary started D Internet The Real Time Agent Summary Report shows a selection of statistics a Skillset Grouping refers to all selected Skillsets Skillset Number and names are displayed in this column b Logged In Indicates the number of Agents who are logged into the Skillsets c Supervising Indicates the number of Agents who are currently supervising other Agents d Available Indicates the number of Agents who are available to take Incoming Contact Center calls NN40011 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact C
53. dules e Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data 6 Hover your mouse cursor over the Skillset symbol to find out which skillsets are part of this report 124 NN40011 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center Additional Information Configuring the Windows XP Firewall The following is an example of how to configure the Windows XP SP2 or later firewall to allow RCC information through 1 From the Windows task bar select Start Settings Control Panel and double click the Security Center icon ioxi File Edit wiew Favorites Tools Help CD sack PAP Westen gt Folders le x ie HEL Address B Control Panel Go amp amp w d T Accessibility Add Hardware Add or Administrative Automatic Date and Time Display Folder Options Fonts Same Options Remov Tools Updates Controllers _1 A Eia a Fan 9 s p 5 kB g Wireless Internet Java Jaws PDF Keyboard Mail Mouse Network Phone and Portable Media Network Set Options Creator Connections Modem Devices oh o g Security SoundM a Sounds and Speech Q e B Fower Options Printers and QuickTime Regional and Scanners and Scheduled Faxes Language Cameras Tasks Center Audio Devices ga a v System Taskbar and User 4ccounts Windows Wireless Link Start Menu Firewall 2 Click Windows Firewall Windows Security Center i p z Y Secu
54. e It is recommended that you ensure your Web Host PC Internet Information Services installation is as secure as possible Generally a secure installation involves loading security patches and or service packs for Internet Information Services and for the operating system of the Web Host PC These patches and service packs are available free of charge by Microsoft Contact your network administrator for further advice 16 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center Settings Required for Windows Vista Windows 7 or Windows Server 2008 with IIS 7 0 In order to install Reporting for Contact Center on a Windows Vista Windows 7 or Server 2008 operating system some Windows Internet Information Services IIS features have to be turned on Perform the following steps to enable Windows features on these Operating systems O S using IIS 7 0 that are required for a Reporting for Contact Center installation 1 Click on the Start menu and select Program Files Control Panel or Start Control Panel dependant on the Start menu view 2 Open Programs and Features 3 From the left panel click on the Turn Windows features on or off option Uninstall or change a program To uninstall a program select it from the list and then click Uninstall Change or Repair Get new programs onli Windows Marketplace Organize v J3 Views v View purchased software Name Publisher Installed On amp J2SE Runtime
55. e access to Username Firstname Surname admini admini admin Assign ejones Ed Jones Assign H 49 Reporting for Contact Center 3 A list of the available Skillsets will be displayed To add all of the Skillsets to this user click the gt gt symbol To assign just one Skillset highlight the appropriate entry and click the gt symbol To select more than one Skillset but not all of them hold down the ctrl key make selection and click the gt symbol Main Logout Helo Admin Assigned Skillsets skillset assignment for Ed Jones Poe eee skillsets appear in the list below Assign skillsets by selecting them and using the appropriate arrow key System Administration System Admin Settings User Admin Skillset Assignment System Configuration Unassigned Skillsets Assigned Skillsets Maintenance e Company Details Reporting Submit Cancel 4 lf a mistake is made highlight the Skillset on the right hand side and click the lt symbol To remove all Skillsets click the lt lt symbol Main Logout Help Admin Assigned Skillsets skillset assignment for Ed Jones Contact Centre Connecta Skillsets appear in the list below Assign skillsets by selecting them and using the appropriate arrow key System Administration System Admin Settings User Admin Skillset Assignment system Configuration Unassigned Skillsets Assigned Skillsets Maintenance Company D
56. e the Administrator password The password can be from 1 to 10 characters including upper and lowercase letters and digits The password can be anything other than 0000 Enter and confirm the password and click Submit Change Password Please input a new password below 38 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center 6 You will be presented with the Contact Center Connection screen AVAYA Main Logout Help Admin Contact Centre Connection Please enter the IP Address or Network name and CCRS Password below Contact Centre Connection e IP Address Network name lt System Administration Port CCRS Password Confirm CCRS Password Make historical data requests every 15 Minutes Company Details q ry Select an IP Address F Address Not Selected Maintenance Reporting Wallboard and Real Time Refresh Interval Second s Download Contact Center Data All Data Only Data starting from EE The Contact Center Connection page allows you to specify the network identifier IP address or Network name of the Contact Center platform Typically the Contact Center Connection page appears only once after you first log on as an Administrator lf the Contact Center Connection information is incomplete or incorrect the Contact Center Connection page appears each time you log on as an Administrator For example if you add a new Network Card to the Web Host PC you
57. e time and has no control over the availability of the linked pages Warranty Avaya provides a limited warranty on this product Refer to your sales agreement to establish the terms of the limited warranty In addition Avaya s standard warranty language as well as information regarding support for this product while under warranty is available to Avaya customers and other parties through the Avaya Support Web site http www avaya com support Please note that if you acquired the product from an authorized reseller the warranty is provided to you by said reseller and not by Avaya Licenses THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE HTTP SUPPORT AVAY A COM LICENSEINFO ARE APPLICABLE TO ANYONE WHO DOWNLOADS USES AND OR INSTALLS AVAYA SOFTWARE PURCHASED FROM AVAYA INC ANY AVAYA AFFILIATE OR AN AUTHORIZED AVAYA RESELLER AS APPLICABLE UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AUTHORIZED AVAYA RESELLER UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA AN AVAYA AFFILIATE OR AN AVAYA AUTHORIZED RESELLER AND AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE BY INSTALLING DOWNLOADING OR USING THE SOFTWARE OR AUTHORIZING OTHERS TO DO SO YOU ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING DOWNLOADING OR USING THE SOFTWARE HEREINAFTER REFE
58. ed From this screen you may compact the current log files into a single zip archive and download log files system Administration Archive Logs Stamp Real Time Log Contact Centre Connection Maintenance e Log files location System Status c Program Files Nortel Beporting for Contact Center Logs Logging Purge Database Company Details Reporting Various diagnostic logs are always running when Reporting for Contact Center is operational The Logging Menu allows you to Archive the current log files and download any previously archived log files To Archive the current log files e Click the Archive Logs bution This will create a single zip archive file of the current log files A new entry will appear in the list of archived files table following the Log files location on the Logging Menu page Recently created log file archives are indicated by a yellow star To stamp the Real Time log e Click the Stamp Real Time Log button This will stamp the Real Time log constantly for 15 seconds As the Real Time log can be quite large this option is useful for tracking down a problem to a specific time Clicking the Stamp Real Time Log bution will disable the button for 15 seconds Stamping cannot be initiated again in this time until 15 seconds have passed After this time has elapsed the button will be enabled To download a log file archive click the Download Logs button next to the desired archive you
59. ed to them 1 Log in to RCC with a username that has Skillsets assigned to it Access the Reporting section and click the Real Time heading on the left hand side Logout Help Main Menu Welcome Ed lt a gt Real Time From this screen you can navigate to the various areas of Reporting for Contact Center Agent Alarms Help is available within each section from the help tab at the top of screen and you may log out at any time by pressing the log out button Time Bins Setup Reports and Schedules There are four Real Time reports available pertaining to the Skillsets that are assigned to the user that is logged in Agent Summary Agent Detail Call Summary Call Detail 60 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center Viewing the Real Time Displays The Real Time Reporting screen gives the user access to the information relating to the current activity within Skillsets and Agents in summary or in detail 1 Click on the Real Time heading in the Main Menu Main Logout gt res Time Agent Alarms Time Bins Setup Reports and Schedules Help Main Menu Welcome Ed From this screen you can navigate to the various areas of Reporting for Contact Center Help is available within each section from the help tab at the top of screen and you may log out at any time by pressing the log out button 2 From the list of real time screens and assigned Skillsets se
60. eeeeeees 43 Reporting for Contact Center System Administration 0 44 Changing the System Administrator s password ccccssceceeeeeceeeeeeeeeeesaeees 44 Creating users in CC urse iea ache ee diet ene est ae 45 ASSIGNING SKIISEIS TO USES aeia ei et ec hxceude o ee eaten 49 IVT SING C acetic ger attat Gates Gatteetn Getta ta Goteestsetceseearct ane eincateSagae s 51 System lat S enea N 51 LOGON erca nootomemueaiieceuiadeveae 53 Purge DAlADa SO ersari A EE TRR Ea 54 COMPANY Ctall Stes scessussssassucsseyesenasouamnaneusmuseusseusnsususseusssuyeseseses 56 REDONO aas a sears casera rence meee 58 Accessing Reporting as a System AdmMinistrator ccccccccccseeceeeseeeeeseeeees 58 Accessing Reporting as a Standard USE cccccceseeeeeeeeeeeeeeeeeeeeeeeeeeeeeaeees 59 CaM LIMO TACO ORIN asiain a e ew beaanalin 60 Wallboard SETUD cers ceauetiethe ot onatint a oe 70 REDON ae linet relinelernolnaiietitataialnenuattanas 74 PCCESSING ie DOM Srcdt wots nccd Mice tc a a e a a a tae 74 CREATING Favourites saninin a e a a a 78 USNO REDON Sisner E E 82 REDOM ODO NS ecse 83 Repon Descriptions ccessntacrauacnsaaesniesurensunsnerssaviemadeetanasadeetessjenteriantomaaeroonses 89 4 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center FP TVNNT CIN Socotra E E E cake 115 Additional Information cccccscssseeseseeeseeeseseneeeeneees 125 Configuring the Windows XP Firewall cccccssseceesee
61. eeseeeeeens 125 TFOUDIGSNOOUNG vcssccscsestssoseuasstecestacehecvecatonnustiesectuncemacu 130 Checking Internet Information Services Settings eeee 130 Real Time Screens Not Displaying Correctly ccccceeeeeeeees 132 Avaya Documentation LINKS ccccesceeeeeeeeeeeeeeeeeenenes 134 NN40011 024 Issue 1 2 BCM Ris 6 0 5 Reporting for Contact Center Reporting for Contact Center Overview Reporting for Contact Center RCC is an application that allows a Contact Center Supervisor to view and record real time and historical data relating to Contact Center operation and Agent behaviour RCC is optional component of Intelligent Contact Center Reporting for Contact Center has the flexibility to provide reporting information from individual skillsets and agents right through to any combination of Agents and Skillsets Information can be displayed in either Real Time or Historical report formats Real Time information can also be displayed on multiple colour Wallboards and joView SoftBoards Reporting for Contact Center requires one PC to be used as a Web Host PC Any machine on the same network as the Web Host PC can access RCC by using Internet Explorer Providing that a user has the correct logon credentials any function can be performed from any PC NOTE One PC on your network should be nominated as the Web Host PC Only install the Reporting for Contact Center application software onto this single P
62. en submitted the created user will be displayed Logout Help Admin User Admin A list of configured users appears below help is available by clicking the Contact Centre Connection help button above i i Pe EET Assign System Administration e Username Administration Wallboards System Admin Settings User Admin admini Yes Yes Edit Delete Reset Password Skillset Assignment system Configuration ejones Yes Wes Eciit Delete Reset Password Maintenance Add Company Details Reporting 48 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center Assigning Skillsets to Users Each user must have Skillsets assigned to them unless they have been configured as Administrators A user with no Skillsets assigned will not be able to view modify any Real Time Historical reports or settings 1 Log in to RCC with administrative rights use the admin username 2 Click on the System Administration heading and select Skillset Assignment On the user that you wish to assign the Skillset s to click Assign Main Logout Contact Centre Connection System Administration System Admin Settings User Admin m Skillset Assignment System Configuration Maintenance Company Details Reporting NN40011 024 Issue 1 2 BCM RIs 6 0 Help Admin Skillset Assignment Below is a list of users please click Assign to edit the Skillsets they hav
63. enter 9 Click Add Enter RCCRT as the name for the new port and enter 6011 for the port number Leave the connection type as TCP and click OK x Use these settings to open a port through Windows Firewall To tnd the port number and protocol consult the documentation for the program or service you want to Wee Name F CCAT Port number eo 1 f TCP f UDP what are the risks of opening a pork Change scope Cancel Note Please refer to the Firewall Considerations Port Numbers used by Reporting for Contact Center section of this guide for further ports that may require opening in the firewall For example the ports required for SoftBoard operation may also require opening on the destination PCs 10 Click OK to close the Windows Firewall dialog box and then close the Security Center Window NN40011 024 Issue 1 2 BCM RIs 6 0 129 Reporting for Contact Center Troubleshooting Checking Internet Information Services Settings The following procedure details how to check the Internet Information Services settings in Windows XP 1 These settings can be found in the Windows Control Panel of the Web Host PC under Administrative Tools 2 Once you have opened Administrative Tools double click Internet Information Services Administrative Tools File Edit View Favorites Tools Help Back Q Bia a Search gt Folders Address 4 Administrative Tools Component Services A computer Management Shortcut
64. enter e Not Ready Indicates the number of Agents who are in the Not Ready state Not Ready can be manually invoked by the Agent or it may be that the Agent has missed an Incoming Contact Center call and has automatically placed in the Not Ready state f Not Available Indicates when a Contact Centre agent invokes certain features for example F981 voice mail or performs any action that prevents them from receiving a Contact Centre call like lifting the receiver g Ringing The number of agents who have calls ringing on their handset h On Contact Center Calls Indicates the number of Contact Center Agents who are currently on Incoming Contact Center Calls i Break Time Indicates the number of Agents who are in Break Time following the completion of an Incoming Contact Center Call j On Non Contact Center Calls Indicates the number of Agents who are currently on incoming calls that have not been handled by the Contact Center k On Outgoing Calls Indicates the number of Agents who are on Outgoing Calls On Internal Calls Indicates the number of Agents who are currently on Internal Intercom calls m With All Calls Held Indicates the number of Agents who have all of their Current Contact Center Calls on hold Agent Detail Agent Detail You are curren tly viewing Skillsets SKILL1 Connection Status Check Agent Alarms ZlApplet agentDetalstarted Sra y The following sections describe the available informati
65. ents that you wish the reports to include To select more than one Skillset or Agent but not all hold down the ctrl key and make selection Note As a standard user you will only have the ability to report on Skillsets that have been assigned to you Main Logout Help Admin Daily Schedule Agents Please highlight the agents you wish the scheduled report to include Real Time Skillset Favorites You have no favourites Agent Alarms saved Name Sales amp Wallboard Setu j Tech Delete Select Support Time Bins Setup Skillsets _ SelectAll All Agents _ SelectAll Reports and Schedules Agent Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data Create Favourite Favourite Create Favourite Favourite Submit Cancel 5 When the selection is complete click Submit 6 Select the Skillsets or Agents that you wish the reports to include To select more than one Skillset or Agent but not all hold down the ctrl key and make selection 7 A list of Daily Print Schedules is now available Logout Help Admin Your Daily Schedules Your Daily Print Schedules appear below Help is available by clicking the Real Time help button above Name Skillset Created Print Time by 6 Wed 2007 09 12 07 00 e e a fete a eee Deactivate Edit Delete One Agent Alarms Wallboard Setup Add Time Bins Setup e Reports and Schedu
66. eport Created 11 Sep 2007 12 07 Data Timestamp 11 Sep 2007 11 41 Skillsets Sales Presented Time Bin 1 Time Bin 2 Time Bin 3 Time Bin4 Time Bin 5 Time Bin 6 gt Time Bin 6 Calls Abandoned Total 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 Voice 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 Multimedia 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 Presented lt 00 10 lt 00 20 lt 00 30 lt 00 40 lt 00 50 lt 01 00 gt 01 00 Calls Abandoned SKILL14 1 0 0 0 0 0 0 0 0 0 0 0 0 0 0 Voice 0 0 0 0 0 0 0 0 0 0 0 0 0 0 Multimedia 0 0 0 0 0 0 0 0 0 0 0 0 0 0 Abandoned CLID DNIS This report displays the Calling Line Identification CLID if Known and Dialled Number Identification Service DNIS of Abandoned Calls The Abandoned CLID DNIS Report lists information regarding the Abandoned Calls for the Skillsets included within the report This report only includes Contact Center calls that incoming callers terminate while held on a Control Directory Number DN and before they have reached an Agent This includes direct and indirect calls to the Skillset If there is no 96 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center CLID the report displays either the target line or physical line if the target line is not known that carried the call The date and the time of day at which each call was abandoned is listed together with the uniq
67. eport Period 11 Sep 2007 00 00 to 11 Sep 4 this report provides a profile of the Transactions within the Contact Center broken down into Hour Day and Month Report Created 11 Sep 2007 10 06 This report demonstrates numbers of calls presented to the Skillsets in the report and the number Answered Abandoned 11Se p 2007 09 50 Disconnected Answered by Agents Voicemail Operator Overflow Agents Non Agent s and Other Skillsets during a Data Timestamp report period t also presents the Service Level expressed as a percentage skillsets SKILL1 This report can be used to determine the fate of calls profiled in a report 4 Call Profile report can indicate the number of calls in various time slots and if calls are Answered by Agents in a Skillset for example The Call Profile report can also be used to help determine staffing levels and call peaks on a particular day or for a particular Report Time Presented Presented cc d period Periods Calls Calls Transactions T Disconnected Answered A Call Profile report that spans several weeks will identify whether a call peak is a general trend in an average week and may indicate a need for higher staff availability on certain days SHEE i a A Call Profile report can also be used to judge the effectiveness of a marketing campaign A report covering one period for a number of previous years can be compared with a report for the year of the marketing campaign be 0 0 0 A Call Profile report Gr
68. er Time Bins Setup and Configuration Time Bins are fields on the Current and Historical Reports that allow us to categorise calls that have involved the Contact Center and indicate when calls are being answered or abandoned during specified time frames There are two types of Time Bins Answered Time Bins and Abandoned Time Bins The Answered Time Bins are a Series of six time steps used in the statistical analysis of Answered Contact Center Calls For example the Answered Time Bins could be set at lt 10 seconds lt 20 seconds lt 30 seconds lt 60 seconds lt 90 seconds lt 120 seconds and gt 120 seconds Calls answered in less than 10 seconds would be entered into the first Time Bin A call answered in 46 seconds would fall into the fourth Time Bin lt 60 second Abandoned Time Bins work on the same principle of Answered Time Bins but relate to the time taken for a person to abandon a call without being answered by a Contact Center Agent or overflowed to another destination To configure Answered Time Bins and Abandoned Time Bins follow these steps 1 From the main menu click on the Time Bins Setup link Main Menu Welcome Ed Real Time From this screen you can navigate to the various areas of Reporting for Contact Center Agent Alarms Help is available within each section from the help tab at the top of screen and you may log out at any time by pressing the log out button Time Bins Setup Reports and Schedules
69. ered b Delayed indicates the number of calls that are currently in a delayed state that is having reached the contact Center but have not been forwarded to a Skillset c Primary Alert indicates the number of currently waiting Calls that have waited in excess of the Contact Center Primary Alert Note that this is mutually exclusive with the Secondary Alert If any calls have waited in excess of the Primary Alert the background to this cell changes to yellow d Secondary Alert indicates the number of currently waiting Calls that have waited in excess of the Contact Center Secondary Alert Note that this is mutually exclusive with the Primary Alert If any calls have NN40011 024 Issue 1 2 BCM RIs 6 0 63 Reporting for Contact Center waited in excess of the Secondary Alert the background to this cell changes to red e Overflow Indicates the number of calls currently in excess of the Contact Center Skillset overflow threshold This does not show the number of calls that have overflowed out of the Skillset queue It shows the number of calls that the Contact Center is actively seeking overflow destinations for f Answered Hour Day indicates the number of calls that were answered by the Agents in the Skillsets in the current hour and in the current day g Abandoned Hour Day indicates the number of calls that were abandoned in the Skillsets in the current hour and in the current day h Disconnected Hour Day indi
70. erial may be reproduced in any form without the prior written permission of a duly authorised representative of ITEL NN40011 024 Issue 1 2 BCM RIs 6 0 3 Reporting for Contact Center Table of Contents Reporting for Contact Center cccssesssseeseseeeeneeees 6 DN SW SW EE EE EEA E EEEE ate USGA AMEE 6 POQUIFCG IMTONMAUO Mc jeececncitasacorcea es eescesescesetoraetater E 7 OW e Na mauneane mune oe nareiaune uM ae 8 Recommended Minimum PC Specification for Reporting for Contact Cemer W CD OS herinane a a 9 Histoncal Report DalaDaSE mandriga n e E a eee 9 Operating System Compatibility rirsrsiissanuie an ae 9 Installation Pre reqQuiSites ccccccceccsseeceeecceeeeseesaeesceeeeeeeseeesees 10 Checking the Net Framework Version ccccccseeeeeeeeceeeeeeeeeeaeeeeeeeesseneeeeeeeas 11 Installing Internet Information SErVviCeS ccccccccesseeeeeeeseeeeeeeeesaaeeeeeeeeseaeeeees 12 Settings Required for Windows Vista Windows 7 or Windows Server 2008 WAIS AO eors Sorin hac Saat Y scaae acts dab ces tcanita E ioe ouasasahcas 17 Firewall Considerations Port Numbers used by Reporting for Contact CENIO siren era N O ns caucennncase seen Na 21 Installing Reporting for Contact Center ccccccecseeeeeeeeeeeeeeenes 21 Starting Reporting for Contact Center ccccccseeeecceeeseeeeeeeeeeeeeeeeesaeeeeeeeeas 37 Exiting Reporting for Contact Center Log OUt ccccceceeeeeeeeeeeeeeeeee
71. etails Reporting Submit Cancel 5 When the assignments are complete click Submit 50 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center Maintenance System Status Information in the System Status section is only relevant to Support staff should a problem arise with RCC To access System Status follow these steps 1 Log in to RCC with a username that has administrative rights 2 Click on the Admin link heading Main Logout Help Admin r Main Menu Welcome admint1 Real Time From this screen you can navigate to the various areas of Reporting for Contact Center Agent Alarms Help is available within each section fram the help tab at the top of screen and you may log out at any time by pressing the log out button Wallboard Setup Time Bins Setup Reports and Schedules link Administration Menu Welcome Contact Centre Connection l l l Please select an option from the left hand side to continue System Administration Maintenance Company Details Reporting NN40011 024 Issue 1 2 BCM RIs 6 0 51 Reporting for Contact Center 4 Click on System Status Main Logout Contact Centre Connection System Administration e Maintenance System Status Logging Purge Database Company Details Reporting Main Logout Contact Centre Connection System Administration Maintenance System Status Logging
72. f the following periods Hourly if the report period is less than 48 hours Daily if the report period is less than one month and Monthly if the report period is longer than one month Each line of data represents a total of each statistic within the Contact Center for the selected report period Company Name Report Title Call Profile Report Period 10 Sep 2007 14 27 to 11 Sep 2007 11 12 Report Created 11 Sep 2007 11 31 Data Timestamp 11 Sep 2007 11 11 Skillsets Sales Report Time Presented Presented cc cc cc cc cc cc cc cc Periods Calls Calls Transactions Transactions Transactions Transactions Transactions Transactions Transactions Transactions Disconnected Answered Abandoned Answeredby Answered By Answered By Answered By Answered By Handled in Agent Voicemail Operator Overflow Non Agents Another Agents Skillset SKILL1 1 14 00 10 Sep Voice Multimedia 15 00 10 Sep Voice Multimedia 16 00 10 Sep Voice A graphical representation of calls that were Presented Answered and Abandoned for each hourly period for the time date period selected can also be displayed NN40011 024 Issue 1 2 BCM RIs 6 0 101 Reporting for Contact Center Note Reports do not include calls in progress Incoming Call by Skillset This report provides an overview of the incoming calls into the Contact Center for a selection of Skillsets The Incoming Call by Skillset report relates to Incoming Direct and Indirect Calls no
73. for Admin amp Support Has been set to request for data between the 10 and 11th Sept 07 Company Name Report Title Call Profile Report Period 10 Sep 2007 14 27 to 11 Sep 2007 11 12 Report Created 11 Sep 2007 11 31 Data Timestamp 11 Sep 2007 11 11 Skillsets Sales Report Time Presented Presented cc cc cc cc cc cc cc cc Serv Periods Calls Calls Transactions Transactions Transactions Transactions Transactions Transactions Transactions Transactions Leve Disconnected Answered Abandoned Answered by Answered By Answered By Answered By Answered By Handled in Agent Voicemail Operator Overflow Non Agents Another Agents Skillset SKILL1 1 14 00 10 Sep Voice Multimedia 15 00 10 Sep Voice This report that is displayed will show only the statistics for the Skillsets that have been selected to be in the Favourite list Almost every report that is selected to be viewed now will give the user the opportunity to use the Favourite rather than select multiple Skillsets every time This feature is useful when each user has many Skillsets to report on For example there maybe four Skillsets Sales A Sales B Sales C and Sales D NN40011 024 Issue 1 2 BCM Rls 6 0 81 Reporting for Contact Center which the user may wish to be grouped together into a Favourite named Sales Note The same procedure can be applied to creating favourites for Agents Select one of the Agent reports and repeat the process from step 3 Using Repor
74. help request e Monitoring The supervisor has initiated a monitoring session via F905 e Viewing When in the Monitoring state via F905 the Supervisor is selecting the Skillset of the agent to monitor e Observing When in the Viewing state the Supervisor has selected an Agent to Observe e Available These are Agents who are available to answer Incoming Contact Center Calls e Not Available Indicates when a Contact Centre agent invokes certain features for example F981 voice mail or performs any action that prevents them from receiving a Contact Centre call like lifting the receiver e All Calls Held An Agent has placed all of their calls on hold e Not Ready Represents Agents who are in the Not Ready state e Ringing This state will display when an Agent has a ringing call on their handset i e the Agent has been presented with a call but hasn t picked up the call yet Duration Displays a timer that represents the time the Agent has spent in the current state If the Agent has been in the current state for a period in excess of the associated Agent Alarm the background of this cell turns red Answered Contact Center Calls Hour Day Answered Contact Center Calls Hour Day indicates the number of Contact Center Calls that this Agent has answered in the current hour and in the current day Outgoing Calls Hour Day Outgoing Calls Hour Day indicates the number of Outgoing Calls that this Agent has made in the current hour a
75. icrosoft Internet Explorer version 6 0 Service Pack SP1 or later e Hard Disk o RCC application installation 1 4GB o Recommended storage space for Historical data 4GB Historical Report Database RCC stores Historical Report information in a standard Microsoft SQL Server 2005 Express database If required the SQL Server Express database can be analysed through 3 party reporting packages However software development will have to be performed by the customer to achieve this Note The database will grow through time and if the diagnostic logging option is turned on the log files will require extra disk space Operating System Compatibility Reporting for Contact Center is verified for correct operation on the following operating systems Operating System Professional Ultimate Enterprise 32 64 bit Windows Vista Business Ultimate and Enterprise SP2 32 bit and 64 bit Windows XP Professional Windows Server 2008 Standard and Enterprise SP2 Windows Server 2008 R2 Enterprise 64 bit Windows 2003 Server Standard Edition SP1 Ree ee Ce Note 32 bit version operating systems only are supported unless stated otherwise NN40011 024 Issue 1 2 BCM Ris 6 0 9 Reporting for Contact Center Note Reporting for Contact Center installation is supported on a single PC installation per BCM and is not intended to run on Cluster Servers like those supported by Windows 2003 Enterprise Note Please ensure that any Windows
76. igure Real Time agent RealTime thresholds Skillset list Agent Alarms Setup Wallboard Setup Time Bins Setup Reports and Schedules Assign values 68 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center 2 From the list of assigned Skillsets select which one you wish to assign Agent Alarms to To select more than one Skillset but not all of them hold down the ctrl key and make selection When selection is complete click Assign Values Main Logout Help Admin Agent Alarms Setup Please select the Skillset for which you wish to configure Real Time agent Real Time thresholds Skillset list Agent Alarms Setup Wallboard Setup Time Bins Setup Reports and Schedules Assign values E 3 The Agent Alarms Values screen will be displayed Agent Alarms Values Agent State Threshold Real Time MM 55 Available fog fog Agent Alarms Setup Internal Call og UU Outgoing Call fog U0 00 00 00 Incoming MMCC joo Incoming non CC joo Reports and Schedules Not Ready fog Submit Cancel Mote If you change your Agent Alarm settings you will need to click the Check Agent Alarms button on the Agent Detail Screen if it is currently open for the new thresholds to take effect Time Bins Setup Wallboard Setup Incoming CC og 00 NN40011 024 Issue 1 2 BCM RIs 6 0 69 Reporting for Contact Center 4 The following Agent Alarms can be configured
77. in Reporting for Contact Center a Available An Agent who is in an Available state for excessive periods b Internal Call An Agent who is on an Internal Call for excessive periods c Outgoing Call An Agent who is on an Outgoing call for excessive periods d Incoming CC An Agent who is on an Incoming Contact Center Call for excessive periods e Incoming MMCC An Agent who is on a Multimedia Contact Center Call for excessive periods f Incoming non CC An Agent who is on an Incoming non Contact Center call for excessive periods g Not Ready An Agent who is in Not Ready State for excessive periods 5 Enter the values that you wish to apply to Agent Alarms and click on Submit Agent Alarms Values Agent State Threshold Real Time MM 55 TTT Awallable foo foo Agent Alarms Setup Internal Call fog foo TO Outgoing Call URE T foo ar see Incoming CC a0 foo i i Incoming MMCC foo foo Time Bins Setup Incoming non CE foo foo Reports and Schedules Nat Ready foo oo Cancel Mote If you change your Agent Alarm settings you will need to click the Check Agent Alarms button on the Agent Detail Screen if it is currently open for the new thresholds to take effect Wallboard Setup For Wallboard and joView SoftBoard setup configuration and use please refer to the jpView Wallboard Guide and ipView SoftBoard Guide 70 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Cent
78. ing Call by Skillset Report Period 20 Jun 2007 00 00 to 20 Jun 2007 12 35 Rapt Created 20 Jun 2007 18 46 Data Timestamp 20 Jun 2007 12 44 Sh lleats SKILL1 SHILL2 Gager Tjeme Eae ima Tran Tha Pimey bemniay Aa Djaz Incoming Call by Skillset gt Tota Presenied MS Answered Celle MS Abandoned Cals MOS Wnsistied Cale im Summary Report This report displays a summary of key Contact Center statistics over the period of the report broken down into one Hour Day and Month time slots The Summary report provides a quick one report summation of the performance and activity of the Skillsets it includes A figure based and an average based table are provided above a profile which spans the report period For each unit the number of incoming calls answered calls abandoned calls calls handled in another Skillset and Unstaffed Calls are shown together with the Service Level expressed as a percentage The Summary report includes five graphs Each graph is a bar chart profile of the report period These graphs allow data correlations to be highlighted and then investigated using other more detailed reports The summary report is generated for selected Skillsets NN40011 024 Issue 1 2 BCM Rls 6 0 103 Reporting for Contact Center Depending on the date range the report is broken down into one of the following periods Hourly if the report period is less than 48 hours Daily if the report period is less than one month
79. installation dialog box Click Finish to begin the MDAC 2 8 installation Microsoft Data Access Components 2 6 Setup xj Installing the Software Setup will now install Microsoft Data Access Components 2 8 Click Finish to begin installation 21 After MDAC 2 8 is installed you will be asked to restart your PC for MDAC to operate correctly Click Finish to restart your PC 22 After the PC has rebooted the Reporting for Contact Center installation will continue 28 NN40011 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center 23 A screen will appear confirming that Microsoft SQL Server 2005 Express and Microsoft Report Viewer will be installed on the computer if they are not already installed Click OK InstallShield Wizard Reporting for Contact Center requires that the following requirements be installed on your lt i Computer prior to installing this application Click OF to begin installing these requirements Pending Microsoft SOL Server 2005 Express with Advanced Services Pending Microsoft Report Viewer cence 24 The Windows Installer will proceed InstallShield Wizard f Reporting for Contact Center requires that the following requirements be installed on your computer prior to installing this application Click OF to begin installing these requirements Installing Microsott SQL Server 2005 Express with Advanced Services Pending Microsoft Report Viewer Configuring Windows Installer
80. inter Print Delay HP eN00C 00 01 Print The time now is 10 41 Your reports will print from this time plus the Print Delay time View Cancel print jobs Reset Note Data in any of the reports is only as up to date as the last time data was received To ensure that all data in the reports is as up to date as possible before viewing any reports click the Get latest Contact Center Data under the Reports heading NN40011 024 Issue 1 2 BCM RIs 6 0 19 Reporting for Contact Center 5 Once the desired report s is selected you may be requested to choose which Skillset you wish to view Once selected press Submit Main Logout Help Admin Select Skillsets Please select the Skillsets you wish to report on Real Time You have no favourites saved Agent Alarms Skillsets Wallboard Setup Time Bins Setup Reports and Schedules Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data Select All Create Favourite Submit Cancel 6 Some Agent reports also require the agents you want to view to be selected select Agents or Skillsets For your agent reports please select either skillsets or agents Skillset Favorites Agent Favorites Stilia3 Delete Select i234 Delete Select all Delete Select SelectAll WMMMMMMMMMMMW Create Favounte Create Favourle Submit Cancel 76 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting
81. ion Maintenance Company Details Reporting 2 Select the System Admin Settings heading Logout Help Admin System Administration Menu Please select an option from the administration menu on the left hand side to continue Contact Centre Connection System Administration em Admin Settings User Admin Skillset Assignment System Configuration Maintenance e Company Details e Reporting 44 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center 3 If you as the System Administrator wish to change your password then do so in the following fields Logout Help Admin system Administrator Please enter the new details for the system manager below Contact Centre Connection ee Please enter new username admin system Administration Please enter old password system Admin Settings User Admn Please enter new password skillset Assignment EI F i System Configuration ease confirm new passwor Submit Cancel Maintenance Company Details Reporting Creating Users in RCC This section is used for creating users that have the ability to log into RCC Users are configured and are assigned Skillsets so that the individual Users have access only to the Skillsets that they are required to view Users can be granted certain powers also A User can be allowed to view skillset or Contact Center real time and historical data
82. items 22 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center 5 You will now see the login screen enter your BCM User name and Password By default these are set to User ID nnadmin Password PlsChgMe Click on OK Please Enter Credentials J Save Credentials V Auto Login 6 In the Welcome to BCM window ensure the Main tab has been selected and the BCM button clicked Welcome to BCM Mailbox Manager No update required Callpilot Manager No update required User Applications No update required Activity Reporter Basic No update required Business Applications No update required Business Element Manager No update required currently a Download Locations Run jal 7 From the Applications list select Business Applications and click Run Main Advanced Applications Application Group Mailbox Manager Callpilot Manager update required A No update required No update required o Update required o Update required currently a 3rd Farty 7 Again accept any security messages that appear and if prompted enter any login details NN40011 024 Issue 1 2 BCM RIs 6 0 23 Reporting for Contact Center 8 The Business Applications screen will be displayed Click on the Reporting for Contact Center link AVAYA Home Contact Business Applications Reporter Applications Activity Reporter Basic Activity
83. killsets they are logged on to The agent states include Available Not Available Ringing All Calls Held Break Time Not Ready and Multimedia Contact Center MMCC Reserved when an agent is reserved by the Contact Center before it makes an out bound call to the caller NN40011 024 Issue 1 2 BCM RIs 6 0 89 Reporting for Contact Center Agent Call Activities are call states one state is specific to a particular skillset and this is the Contact Center CC Transactions Answered by Agent field The remaining agent call activities CC Conference Transactions Answered by Agent Non CC Transactions Answered by Agent Non CC Conference Transactions Answered by Agent and Outgoing Calls are not specific to a particular skillset This report also displays when an agent has been borrowed into another skillset The term borrowed applies to any situation where a call has been transferred Tr overflowed Ov or by some other method Ot passed to another agent who is then temporarily assisting that skillset Note If you request this report for an Agent you will receive a report listing all activities across all of the skillsets that agent has logged on to for the period selected Company Name Agents Report Title Agent Activity by Agent Report Period 10 Sep 2007 14 27 to 11 Sep 2007 11 12 Report Created 11 Sep 2007 11 35 Data Timestamp 11 Sep 2007 11 11 Agent Call Activity CC Conf Non CC Non CC Conf Outgoi era Transactions Trans
84. lease select the day on which you wish to have your Asi Tine P weekly scheduled reports printed Sunday Reports C Agent Alarms Agent Activity by Agent mm Select printer Agent Audit by Agent Agent Average by Agent HP 2000C Report period start time oo gt foo gt Agent Profile by Agent Call Breakdown by Agent Report period end time Abandoned Calls by Skillset 23 59 z Abandoned CLID DNIS Print time Wallboard Setup Agent Capacity by Skillset Time Bins Setup e Reports and Schedules e Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data Answered Calls by Skillset Answered CLID DNIS Call Average by Skillset Submit Cancel Call Profile Incoming Call by Skillset Summary Activity Code by Agent Activity Code by Pegs Activity Code by Skillset Help Request by Supervisor Supervisor Monitor by Agent system Configuration Unanswered Help Request by Agent Se C ee i i i i L T L 3 When the selection is complete click Submit 120 NN4001 1 024 Issue 1 2 BCM Rls 6 0 Reporting for Contact Center 4 Select the Skillsets or Agents that you wish the reports to include To select more than one Skillset or Agent but not all hold down the cirl key and make selection Main Logout Help Admin Weekly schedule Agents Please highlight the agents you wish the scheduled report to include Real Time Skillset Favorites You have
85. lect the option s which you wish to view in Real Time To select more than one Skillset but not all of them hold down the ctrl key and make selection When your selection is complete click Submit Main Logout Real Time Agent Alarms Wallboard Setup Time Bins Setup Reports and Schedules Help Admin Real Time Please select the type of Real Time screens and skillsets you wish to view from the list below Agent Summary Call Summary l Agent Detail Call Detail You have no favourites saved Skillsets SKILLI Select All Create Favourite Cancel NN40011 024 Issue 1 2 BCM RIs 6 0 61 Reporting for Contact Center Note Each of the real time screens options selected will open separate screens and not a combination of the selection If a Client PC does not have Java installed on launching more than one Real Time screen Java will try to be installed that many times on the Client PC 3 RCC will then display the Real Time data screen for the Skillsets that have been selected Call Summary Call Summary You are curren tly viewing Skillsets SKILL1 Connection Status E5 Applet callSummary started The Real Time Call Summary Report displays the following Information a Skillset Grouping refers to all selected Skillsets Skillset Number and names are displayed in this column b Waiting Indicates the number of calls that are in the Skillset queue waiting to be answered
86. les Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data Reporting for Contact Center 8 Hover your mouse cursor over the Skillset symbol to find out which skillsets are part of this report Weekly Print Schedule 1 Click on Weekly Schedules under the Print Schedules heading Click Add to add a Weekly Print Schedule Main Logout Help Admin Your Weekly Schedules Your Weekly Print Schedules appear below Help is available by clicking the Real Time help button above You do not have any schedules defined Click add to begin adding Agent Alarms schedules Add lt Wallboard Setup Time Bins Setup Reports and Schedules Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data NN40011 024 Issue 1 2 BCM RIs 6 0 119 Reporting for Contact Center 2 On the following screen a Enter a Name for the Schedule E g 8 00pm Sunday b Select the reports that you wish to be printed out c Select which day of the week on which you wish the reports to be printed out on d Select the printer that you wish the reports to be sent to RCC will allow you to access any of the printers that are already configured on the Web Host PC local or network e Select the time period that you wish to view the data for f Select the time at which you wish the reports to be printed out Add Weekly Schedule Schedule Name P
87. must select an IP address for the Web Host PC to communicate with the wallboards In this case the Contact Center Connection page appears so that you can select the IP address 7 In the IP Address Network name field enter the IP Address or the Network name of the Contact Center platform BCM IP Address Network name 200 30 30 98 8 In the Port field you should see the default Port of 8088 displayed If this number is not displayed enter the port number as configured in the CCRS by default this is 8088 but may have been changed during setup Port faoss NN40011 024 Issue 1 2 BCM RIs 6 0 39 Reporting for Contact Center 9 In the CCRS Password field enter the CCRS password uppercase and confirm the password CCRS Password esse Confirm CCRS Password eses 10 In the Make data requests every list specify how frequently the Web Host PC communicates with the Contact Center in order to obtain reporting data The typical setting is 15 minutes Make historical data requests every 15 Minutes 15 Minutes 30 Minutes 1 Hour 11 lIn the Select an IP Address list select the IP address Network Interface Card with which you wish to communicate with the wallboards If the Web Host PC has more than one IP Address because it has more than one Network Interface Card configured the list is populated with the IP addresses configured for the Web Host PC Select the IP Address that is configured on the Network Interface
88. n Agente Clear Select All Clear Select All Activity Codes Cust Complaint Daily Telegraph NO PEG Clear Select All cbf DHS ts Find Cancel Reporting for Contact Center There are 2 methods for generating the Call Audit report from this page Search by Key and Search by Call Parameters method The following describes the 2 methods for searching for a call Search by Key 1 In the Key box type a unique call key The unique call key can also be found in the Answered CLID DNIS or Abandoned CLID DNIS report 2 Click Find 3 If the key is valid the Call Audit report for that Call will be generated If the key is not valid an error message will be displayed prompting the user to enter a valid key Search by Call Parameters 1 Search for a call by entering a combination of Skillset s Agent s Activity Codes Calling Line Identification CLID or Dialed Number Identification Service DNIS Click Find to open the Call Audit Search Results page A list of all the calls that match the search criteria will be displayed For each call the search results will display the Key CLID DNIS Start Date and Time End Date and Time and the Media type for example Multimedia Contact Center MMCC or Public Switched Telephone Network Call PSTN that the call was initially presented to 5 A View button is displayed next to each call Click View to show the Call Audit report for that call ey Note
89. n the First Name field 4 Enter the surname of the user in the Surname field 5 Enter the RCC Username in the RCC Username field This will be this user s username for logging in to RCC 46 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center 6 From the Language drop down list specify the User language preference which dictates the language used to display the Reporting for Contact Center Web Page 7 lf the User is able to configure walloboards for their assigned Skillsets select the Assign Wallboards check box 8 If the User is also an Administrator select the Administrator check box 9 In this example a user has been created that has both administrative and wallboard assignment privileges Logout Helo Admin Add User Please input the details of the user below eee First name Ed System Administration Surname Jones System Admin Settings User Admin ROC Username lejones Skillset Assignment System Configuration Language United Kingdom English Assign Wallboards M Maintenance Administrator M C Submit J Cancel Company Details Reporting Contact Centre Connection 10 Click Submit 11 A dialog box will appear asking whether you wish to add more Users If you choose to add more users click on the OK button otherwise click on Cancel NN40011 024 Issue 1 2 BCM RIs 6 0 47 Reporting for Contact Center 12 Once the user details have be
90. nd Schedules e Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data Reporting for Contact Center The details of the life of the call can then be viewed The call had a total duration of 3 minutes 48 seconds The call was presented directly to the Sales skillset and queued for 3 minutes 30 seconds It was then routed to Alan agent 1 who answered the call The caller was then with Alan for a further 18 seconds Company Name Report Title Call Audit Report Created 11 Sep 2007 15 47 Data Timestamp 11 Sep 2007 15 38 Key DNIS Start Date and Time End Date and Time Duration Call Step Call Status 23 670221 11 Sep 2007 15 34 25 11 Sep 2007 15 38 13 00 03 46 11 Sep 2007 15 34 25 11 Sep 2007 15 37 55 00 03 30 Direct Call Sales 1 CDN 11 Sep 2007 15 37 55 11 Sep 2007 15 38 13 00 00 18 Routed to Alan 1 SET Note Reports do not include calls in progress Print Schedules Reports can be scheduled to print out on a daily weekly or monthly basis Note Scheduled printing uses printers that are available on the Web Host PC 1 From the Reporting section s Main Menu click on Reports and Schedules v 2 5 447 0 61 Reports and Schedules Please select the report you wish to view from the list below Real Time e From Date From Time To Date To Time yyyy mmdd 24 Hour Format yyyy inmidd 24 Hour Format 2007 09 10 SS fae 2007 09 7 SS fts 37 Report Names
91. nd in the current day NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center h Answered Non Contact Center Calls Hour Day Answered Non Contact Center Calls Hour Day indicates the number of Non Contact Center Calls that this Agent has answered in the current hour and in the current day i Check Agent Alarms Click Check Agent Alarms to update any Agent Alarms that had been set through Reporting for Contact Center after the Agent Detail Real Time screen had been opened The below is example Agent Detail screen showing Agents in different states Agent Detail Status pa NotReady 2 intercom 6 steen 2 CallsHeld Not Fead Connection Status NN40011 024 Issue 1 2 BCM RIs 6 0 67 Reporting for Contact Center Agent Alarms Agent Alarms allow the Contact Center Supervisor to be alerted in the Real Time Agent Detail display when an Agent exceeds specified parameters for various states Thresholds can be set and will trigger an alarm to alert the Contact Center Supervisor of excessive call activity For example you can specify a target duration for an Outgoing call and if an Agent exceeds that duration an alarm is raised Follow the steps in this section to configure Agent Alarms 1 From the Reporting section of Reporting for Contact Center click on Agent Alarms Then click on Agent Alarms Setup Logout Help Admin Agent Alarms Setup Please select the Skillset for which you wish to conf
92. no favourites Agent Alarms cated Wallboard Setu Sales amp i Tech Delete elect Support Time Bins Setup _ SelectAll Agents SelectAll Reports and Schedules Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data Create Favourite Create Favourite Submit Cancel 5 A list of Weekly Print Schedules is now available Your Weekly Schedules Your Weekly Print Schedules appear below Help is available by clicking the Real Time help button above agent Alarms Name Skillset Created PrintTime Week Sched 11 Sep 2007 Tue 2007 09 18 07 00 Vv Deactivate Edit Delete Wallboard Setup One Time Bins Setup Add Reports and Schedules Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data 6 Hover your mouse cursor over the Skillset symbol to find out which skillsets are part of this report NN40011 024 Issue 1 2 BCM RIs 6 0 121 Reporting for Contact Center Monthly Print Schedule 1 Click on Monthly Schedules under the Print Schedules heading Click Add to add a Monthly Print Schedule Main Logout Help Admin Your Monthly Schedules Your Monthly Print schedules appear below Help is available by clicking the Real Time help button above You do not have any schedules defined Click add to begin adding Agent Alarms schedules Add lt Wallboard Setup Time Bins Setup Reports
93. nstallation will continue and you will then be presented with a screen requesting that you restart the PC Select the Yes I want to restart my computer now option and click the Finish button Reporting for Contact Center InstallShield Wizard Complete The InstallShield Wizard has successtully installed Reporting for Contact Center Before you can use the program you must restart your computer y Yes want to restart my computer now No will restart my computer later Installation i not yet complete After the reboot a user with local administration rights must log into continue with the Installation _ lt Hack Finish J ance NN40011 024 Issue 1 2 BCM RIs 6 0 33 Reporting for Contact Center 34 34 Once the PC has rebooted the RCC Database Installer Utility will launch This utility can take several minutes to execute During the Create Tables step there will be a long pause of approximately five minutes while the strings sql table is created This is normal and is due to its large size RCC Database Instal ri Stop ACC Launcher w Create Databases Create Tables Migrate Data Create Primary Kens Create Indexes Create RCC User Configure Report Server Configure IIS Restart ACC Launcher Launch Yertication Utility Status Creating Table strings 35 Once the Database Installer Utility has completed the Install Verification Utility IVU will be launched This u
94. nswered SKILL1 1 0 0 1 33 0 0 0 0 1 33 0 0 1 33 Voice 0 0 1 33 0 0 0 0 1 33 0 0 1 33 Multimedia 0 0 0 0 0 0 0 0 0 0 0 0 0 0 98 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center Answered CLID DNIS This report displays the Calling Line Identification CLID and Dialed Number Identification Service DNIS if known of Answered Calls The Answered CLID DNIS Report lists information regarding the Answered Calls for the Skillsets included within the report The date and the time of day at which each call was answered is listed together with the unique Key identifier CLID when it is known and DNIS of the call the skillset and the amount of time the caller waited before hanging up CLID is not always known When Reporting for Contact Center does not know the CLID it displays the channel or line number on which the call arrived This report includes direct and indirect calls to the Skillset If there is no CLID the report displays either the target line or physical line if the target line is not known that carried the call Company Name Report Title Answered CLID DNIS Report Period 10 Sep 2007 14 27 to 11 Sep 2007 11 12 Report Created 11 Sep 2007 12 28 Data Timestamp 11 Sep 2007 12 11 Skillsets Sales Date Time of Day DNIS Skillsets Time to Answer 2007 09 11 09 00 670221 SKILL1 13 00 01 00 2007 0941 1 09 03 670221 SKILL1 1 00 00 46 2007 0
95. nter exe This file does not have a valid digital signature that verifies its publisher You should only run software From publishers you trust How can I decide what software bo run Publisher Unknown Publisher NN40011 024 Issue 1 2 BCM RIs 6 0 25 Reporting for Contact Center 13 You will now see the following window The installation files will be extracted dj Reporting for Contact Center InstallShield Wizard X Extracting Files The contents of this package are being extracted 7 RD aa Please wait while the InstallShield Wizard extracts the files needed to install Reporting For Contact Center on your computer This may take a Few moments Reading contents of package Installshield 14 ASP Net will be installed c IC WINDOWS Microsoft NET Framework v2 0 50727 aspnret_regiis exe 8 tart installing ASP NET 2 6 58727 without registering the scriptmap 15 RCC Compatibility checks will now commence RCC Compatibility Check i Creating backup files Please walt 26 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center 16 The language selection screen will appear Select the appropriate language and click OK Choose Setup Language x i Select the language for this installation from the choices below Cancel 17 If MDAC 2 8 is already installed on your PC go to step 23 18 If you do not have Microsoft Data Access Components
96. nts and the Third Party Terms that apply to them is available on the Avaya Support Web site http support avaya com Copyright Trademarks The trademarks logos and service marks Marks displayed in this site the documentation s and product s provided by Avaya are the registered or unregistered Marks of Avaya its affiliates or other third parties Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark Nothing contained in this site the documentation s and product s should be construed as granting by implication estoppel or otherwise any license or right in and to the Marks without the express written permission of Avaya or the applicable third party Avaya is a registered trademark of Avaya Inc All non Avaya trademarks are the property of their respective owners 2 NN40011 024 Issue 1 2 BCM Ris 6 0 Reporting for Contact Center Downloading documents For the most current versions of documentation see the Avaya Support Web site http www avaya com support Contact Avaya Support Avaya provides a telephone number for you to use to report problems or to ask questions about your product The support telephone number is 1 800 242 2121 in the United States For additional support telephone numbers see the Avaya Web site http www avaya com support Copyright 2010 ITEL All Rights Reserved The copyright in the material belongs to ITEL and no part of the mat
97. on a ID Indicates the Contact Center ID of the Agent b Agent Indicates the name of the Agent and indicates the state the Agent is in by colouring the cell background The state of the Agent depends on their current activity Further detail on the Agent state can be seen in the Status column NN40011 024 Issue 1 2 BCM RIs 6 0 65 Reporting for Contact Center 66 C d Logged In SS Indicates the Skillsets the Agent is currently logged in to Status This column provides additional detail about the Agent state as follows e Incoming An Agent is in the Incoming State when they have answered an Incoming Contact Center Call The information in the Status column indicates the type of call e Incoming Non Contact Center When an agent receives a call that didn t originate from a Contact Center Skillset this is termed a Non Contact Center call e Break Time Is the term used to describe the period of time allocated to each Agent to allow post call completion work also called wrap up e Outgoing When an Agent makes an Outgoing Call the Agent is in the Outgoing State e Supervisory Monitoring When an Agent who is created in the Contact Center as a Supervisor undertakes a monitoring session with another Agent the Status column displays Monitoring There are various states associated with Monitoring e Asked An agent has pressed F906 to request help from the Supervisor e Helping The supervisor has answered the agent
98. re the download is complete This is not an error Microsoft Internet Information Services has a setting that dictates how long it waits before closing a web page As the download completes you are informed of the status in the Download Status field 19 The Contact Center Connection is now complete You should now configure RCC for Administrators and Users refer to the Reporting for Contact Center System Administration section of this guide 42 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center Exiting Reporting for Contact Center Log Out Logging out of RCC is a simple procedure At whatever stage the user is at in RCC the logout button can be used This will have the affect of taking the user back to the RCC login page Logout elp Admi t _ Administration Menu Contact Centre Connection Please select an option from the left hand side to continue System Administration Maintenance Company Details Reporting NN40011 024 Issue 1 2 BCM RIs 6 0 43 Reporting for Contact Center Reporting for Contact Center System Administration Only the RCC System Administrator has the ability to change the settings in this section Changing the System Administrator s password 1 Click on the System Administration heading Main Logout Help Admin Administration Menu Welcome Contact Centre Connection l l l Please select an option from the left hand side to continue System Administrat
99. relevant network information refer to the Required Information section of this guide Ensure the Web Host PC meets the minimum specification refer to the Recommended Minimum PC Specification for Reporting for Contact Center Web Host PC section of this guide Review and check the installation pre requisites refer to the Installation Pre requisites section of this guide Install RCC refer to the Installing Reporting for Contact Center section of this guide Configure RCC to connect to the BCM refer to the Starting Reporting for Contact Center section of this guide Add Administrators Users to RCC refer to the Creating Users in RCC section of this guide Assign Skillsets to the Administrators Users refer to the Assigning Skillsets to Users section of this guide You are now ready to use RCC and view Real Time information and Historical Reports 8 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center Recommended Minimum PC Specification for Reporting for Contact Center Web Host e IBM Compatible PC e Microprocessor Intel PentiumT M IV or equivalent minimum e Microprocessor Speed 1 7 GHz minimum e Memory 512 MB minimum more memory should result in enhanced performance for example when generating reports e Network Interface Card e TCP IP protocol e SVGA display e Mouse or other Windows compatible pointing device e Web Server Internet Information Services 5 0 or later e M
100. reports from the list of available reports 3 Select required dates and times in the From Date Time and To Date Time fields You can use the calendar box for date selection 4 You can choose to view the report s by simply clicking View or send the report s to a printer by clicking Print Note If you are choosing to send the report to a printer from this window only printers available to the Web Host PC can be selected 74 NN4001 1 024 Issue 1 2 BCM Ris 6 0 Wallboard Setup Time Bins Setup Reports and Schedules Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data From Time To Date 24 Hour Format yyyy inmdd Reporting for Contact Center To Time 24 Hour Format 2007 09 11 D Joon fez 5 foz Report Hames All Reports Agent Activity by Agent Agent Audit by Agent Agent Average by Agent O Agent Capacity by Skillset Agent Profile by Agent Call Breakdown by Agent Abandoned Calls by Skillset Abandoned CLIMDNIS Answered Calls by Skillset Answered CLIVDNIS Call Average by Skillset Call Profile Incoming Call by Skillset Summary Activity Code by Agent Activity Code by Pegs Activity Code by Skillet C Help Request by Supervisor Supervisor Monitor by Agent System Configuration Unanswered Help Request by Agent Call Audit Open Reports Explained Help Index Reports will open in new window Send to Pr
101. represent the instances when all Agents were unavailable across all selected Skillsets For example if in Skillset 1 all agents become busy at 11 12 a m for 10 minutes and in Skillset 2 all agents become busy at 11 15 a m for 15 minutes This means that from 11 15 to 11 22 7 minutes all agents were busy in both Skillset 1 and 2 This will count towards the Grouping values The Agent Capacity by Skillset report indicates how often and for how long the Contact Center was working at its maximum Agent capacity It does not consider instances when there were no Agents logged on it only reflects staffed periods 92 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center The report displays the Grouping information and the Skillset information Note When displaying the total there is no entry for either Start Date and Time or End Date and Time fields Company Name Report Title Agent Capacity by Skillset Report Period Report Created 11 Sep 2007 11 59 Data Timestamp 11 Sep 2007 11 41 Skillsets Sales Instances Duration Grouping 11 00 03 21 00 00 03 00 00 15 00 00 26 00 00 15 00 00 14 00 00 33 00 00 24 00 00 20 00 00 33 00 00 01 10 Sep 2007 14 27 to 11 Sep 2007 11 12 2007 0911 08 59 26 2007 09 11 08 59 32 2007 0941 09 00 30 2007 0911 09 00 58 2007 0941 09 01 13 2007 09 11 09 01 26 2007 0941 09 03 10 2007 09 11 09 03 34 2007 0941 09 03 54 2007 09 11 11 06 41 Start Date and Time End Date and Time
102. rity Center Help protect your PC Resources sa i Sec uri ty ess enti als R ffirrerseersersrrrerrerssersrerrrrerresrerernrsrerersressnrerrrrereserererrrrrererrttrerene Security Center helps you manage your Windows security settings To help protect your computer make sure the three security essentials are marked ON IF the settings are not ON Follow the Get the latest security and virus recommendations To return to the Security Center later open Control Panel information From Microsoft What s new in Windows to help protect my computer Check for the latest updates From Windows Update 5 Firewall GON yv Get support for security related issues 4 Automatic Updates GON y Get help about Security Center Change the way Security Center 7 Virus Protection ON y alerts me Manage security settings for D Internet Options ty Automatic Updates Windows Firewall t Microsoft we care about your privacy Please read o 3 The Windows Firewall dialog t nox appears NN40011 024 Issue 1 2 BCM Rls 6 0 125 Reporting for Contact Center 126 Windows Firewall General Exceptions Advanced Windows Firewall is helping to protect your PC Windows Firewall helps protect your computer by preventing Unauthorized users from gaining access to your computer through the Intemnet ora network v On recommended This setting blocks all outside sources from connecting to this comp
103. rom another machine are currently receiving an Under Construction page Your Web server lists the following files as possible default Web pages default htm default asp index htm iisstart asp Currently only iisstart asp exists To add documents to your default Web site save files in c inetpub wwwroot Welcome to IIS 5 1 Internet Information Services IIS 5 1 for Microsoft Windows XP Professional brings the power of Web computing to Windows With IIS you can easily share ais Integrated Management You can manage IIS through the Windows XP Computer Management console or by using scripting Using the files and printers or you can create applications to securely publish information on the Web to improve the way your organization shares information IIS is a secure platform for building and deploying e commerce solutions and mission critical applications to the Web Using Windows XP Professional with IIS installed provides a personal and console you can also share the contents of your sites and servers that are managed with Internet Information Services to other people via the Web Accessing the IIS snap in from the console you can configure the most common IIS settings and properties After site and application development these settings and properties can be used in a production environment running more powerful versions of Windows servers development operating system that M Local intranet Not
104. rt Names Agent Alarms Wallboard Setup Bo a Reports Open Reports Explained Help Index Time Bins Setup e Agent Activity by Agent Reports and Schedules e Agent Audit by Agent Daily Schedules Agent Average by Agent Weekly Schedules Monthly Schedules Get Latest Contact Center Data Agent Capacity by Skillset Agent Profile by Agent Call Breakdown by Agent Abandoned Calls by Skillset Abandoned CLIDJONIS Answered Calls by Skillset Answered CLIDDNIS Call Average by Skillset Call Profile Incoming Call by Skillset Summary Activity Code by Agent Activity Code by Pegs Activity Code by Skillset Help Request by Supervisor Supervisor Monitor by Agent System Configuration Unanswered Help Request by Agent a w fmf m faf m faf u fuf um ee ee ee fuf ee u fu Call Audit View Reports will open in new window Send to Printer Print Delay HP 2000C gt 00 01 Print The time now is 10 41 Your reports will print from this time plus the Print Delay time View Cancel print jobs Reset 78 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center 2 In this example a Favourite will be created to view agent activity in the sales and Tech Support Skillsets 3 Select from the Skillsets that have been assigned to the user the ones that the user wishes to group together Once selection is complete click Create Favourite Admin Select Skillsets Please select the Skillsets
105. s Common HTTP Features and select the following i Default Document li Directory Browsing iii HTTP Errors iv HTTP Redirection v Static Content d Next navigate to Internet Information Services World Wide Services Security and select the following i Request Filtering ii Windows Authentication 18 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center e Click OK in the Windows Features box 5 On a Windows Server 2008 O S the Server Manager window will open a From the left hand pane select Roles E Server Manager l PRS O OO Ta Server Manager TESTPC X54 gt a El Features uf amp Diagnostics View the heath of the roles installed on your server and add or remove roles and features gii Configuration 5 E Storage Roles Summary H Roles Summary Help X Roles 1of 17 installed E Add Roles 6 Remove Roles Web Server IIS Web Server IIS id Web Server 115 Help Provides a reliable manageable and scalable Wed application infrastructure Role Status CES Go to Web Server IIS Messages None System Services 4Running 2 Stopped Events None in the last 24 hours Role Services 2 installed B Add Rok Services Remove Role Services d Web Server Installec Common HTTP Features Installec 3 Static Content Installed amp Default Document Installed Dirartaru 2enwicina Tretallac b In the Role Services area click on Add Role Services This
106. sing to download Contact Center Data only from the date chosen RCC WILL NOT be able to report on any call information prior to this date This is irreversible You will not be able to download this missing data from the Contact Center at a later time 14 Click Submit 15 A warning screen will be displayed Click OK Microsoft Internet Explorer x Download Contact Center data From 2004 03 05 P im 4 Please note that by clicking OK RCC will not receive any Contact Center data prior to 2004 03 05 D Cancel 16 The following message appears Click OK Microsoft Internet Explorer l x A This process may take a while Please wait until Further notification NN40011 024 Issue 1 2 BCM RIs 6 0 41 Reporting for Contact Center 17 The historical reporting data will now be downloaded A screen will appear which shows the progress of the current download process Status Time 00 00 71 Processing Calls From 27 Jul 2010 06 13 34 Total Contact Center Calls in the Database 2 18 Once the data is downloaded the Data Finished Processing window will be displayed Click OK Microsoft Internet Explore x AN Data Finished Processing Note Generally 30 000 calls take between 6 and 18 hours to download depending on the level of network traffic and the speed of the Web Host PC The PC can be used as normal during the download but do not reset it or power it off Note The browser page may time out befo
107. ss all skillsets will be displayed This report is generated by agent selection not skillset Company Name Agents Report Title Agent Average by Agent Report Period 10 Sep 2007 14 27 to 11 Sep 2007 11 12 Report Created 11 Sep 2007 11 54 Data Timestamp 11 Sep 2007 11 26 Agent Call Activity CC Cont Non CC Non CC Conf nies Transactions Transactions Transactions Answered by Answeredby Answeredby Answered by Agent Agent Agent Agent Average No jad No yaar No pnei No n No geag No paad No No jend No Average No Average No Average Time Time Time Time Total 20 45 00 13 01 35 29 3 00 00 08 8 00 00 08 0 00 00 00 2 00 00 30 8 00 00 03 0 00 00 00 2 00 00 04 0 00 00 00 1 00 00 04 0 00 00 00 Agert2 2 i 20 45 00 13 01 3529 3 00 00 08 8 00 00 08 0 00 00 00 2 00 00 30 8 00 00 09 0 00 00 00 2 00 00 01 00 00 00 1 00 00 01 0 00 00 00 SKILL 1 1 1 20 45 00 2 00 00 04 0 00 00 00 Tr Transfer Ov Overflow Ot Other Mote Reports do not include calls in progress Agent Capacity by Skillset This report displays the occasions when there were no logged on agents available to answer incoming Contact Center calls That is it details the instances the duration and the total duration of all periods when all Agents were occupied simultaneously The reasons that Agents are unavailable include they are already on an incoming call an outgoing call or they are Not Ready The Grouping values
108. ssue 1 2 BCM RIs 6 0 Reporting for Contact Center 6 From the Original data type section of the screen select the Delimited radio button Click Next Text Import Wizard Step 1 of 3 l x The Text Wizard has determined that your data is Delimited IF this is correct choose Wext or choose the data type that best describes your data riginal data type Choose the File type that best describes your data ir Delimited Characters such as commas or tabs separate each field Fixed width Fields are aligned in columns with spaces between each field Start import ak row l File origin windows KAMSI Preview of File C Documents and Settings adminiDes CallProfile txt ompany Mame epart Title Call Profile eport Period 11l Sep z007 00 00 to ll Sep 2007 09 51 eport Created 1ll Sep 2007 1LO 06 Cancel lt Back 7 From the Delimiters section of the screen select Comma as the delimiter of the raw report data Click Next Text Import Wizard Step 2 of 3 E x This screen lets you set the delimiters your data contains You can see how your text is affected in the preview below elimiters a Treat consecutive delimiters as one M Tab Semicolon W Comma Space ther Text qualifier Data preview onmnpany Mame eport Title all Profile eport Period l Sep 2007 00 00 to 11 Sep z007 09 5 eport Created 11 Sep z007 10 06 Cancel lt Back Nex
109. sue 1 2 BCM RIs 6 0 105 Reporting for Contact Center This report is generated for the selected Skillsets It groups the Activity Code usage of each Agent who entered Activity Codes in the period covered by the report and then lists the Activity Codes together with their peg count and total durations Each line of data is a total of Activity Code pegs for a single Activity Code for a single Agent over the period selected for the report Company Name Report Title Activity Code by Pegs Report Period 10 Sep 2007 14 27 to 11 Sep 2007 15 24 Report Created 11 Sep 2007 15 24 Data Timestamp 11 Sep 2007 15 73 okillsets Sales Agent Activity Code Activity Code Time Average Time Alan 1 Total 00 00 19 MO PEG 00 00 19 Agent 7 Total 00 00 31 Cust Complaint 00 00 14 Daily Telegraph 00 00 14 MO PEG 00 00 03 00 00 06 00 00 06 00 00 06 00 00 14 00 00 14 00 00 01 Mote Reports do not include calls in progress Page 1 of 1 106 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center Activity Code by Skillset The Activity Code by Skillset report displays the usage of grouped Activity Codes known as pegs that are broken down into each Skillset This report shows the Activity Code that has been entered on calls for each Skillset included in the report For each Skillset the Activity Codes are presented in alphabetical order with the average call duration time the number of pegs and the actual accumulated time of
110. t gt Finish NN40011 024 Issue 1 2 BCM RIs 6 0 87 Reporting for Contact Center 8 Click Finish to complete the report data export to Microsoft Excel Text Import Wizard Step 3 of 3 7 x This screen lets you select each column and set qluran data Format the Data Format O Garel General converts numeric values to numbers date C Text values to dates and all remaining values to text C Date DMY Advanced Data preview Peners reels a Company Name a Report Title all Profile Do not import column skip Report Period 1 Sep ZOO07 OO 00 to ll Sep fO07 09 51 Vesta Sep z007 10 06 KIE Cancel lt Back Next gt 9 You will be requested to confirm where the data is to be imported Make a selection as required and click OK Where do you want to put the data f Existing worksheet Cancel New worksheet _Properties _ PivotTable report Parameters 88 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center 10 The imported raw report data in CSV format can be viewed and saved as a Microsoft Excel worksheet 18 x e File Edit View Insert Format Tools Data Window Help x OSHA SAY BB o A A 4 ME gt ara 10 B 7z u SBS x S o A 7 Al z Ee B C D E al 2 Company Name i 3 Report Title Call Profile 4 Report Period 11 Sep 2007 00 00 to 11 Sep 2007 09 51 5 Report Created 11 09 2007 10
111. t Intermet users can ACCESS Servites O FTP Server LO Internet Mail Access Protocol Version 3 IMAP 3 LI Internet Mail Access Protocol Version 4 IMAP4 LI Internet Mail Server SMTP O Post Office Protocol Version 3 POPS LJ Remote Desktop LJ Secure Web Server HTTPS LI Telnet Server Web Server HTTP 6 Click the Exceptions tab and click Add Port Windows Firewall q X General Exceptions Advanced Windows Firewall i Blocking incoming network connections except for the programs and services selected below Adding exceptions allows some programs to work better but might increase your security risk Programs and Services Canon Driver Information Assist Service CDORCLIEM TAPP CORPORT File and Printer Sharing Internet Explorer iTunes MORO OOE NPort Windows Application Remote Assistance LJ Remote Desktop gt Add Prograrm Add Fort Edit Delete M Display a notification when Windows Firewall blocks a program What are the risks of allowing exceptions Cancel NN40011 024 Issue 1 2 BCM RIs 6 0 127 Reporting for Contact Center 7 The Add a Port dialog box appears Add a Port 8 Enter RCCRPT as the name for the new port and enter 6010 for the port number Leave the connection type as TCP and click OK FEF a Port ters sk sra kes rabka AA aea r mamni what are the risks of opening a r 128 NN40011 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact C
112. t Role Services area of the Add Role Services dialog box The Confirm Installation Selections page will be displayed Click Install 20 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center 6 The Widows Features and tools will be installed and IIS 7 0 will now allow RCC to be installed on the Windows Vista Windows 7 or Server 2008 Operating System Firewall Considerations Port Numbers used by Reporting for Contact Center The list below gives all the port numbers used by Reporting for Contact Center on the Web Host PC e Port 80 this is the standard port used by the Web Server the Web Host PC for Internet Information Services e Port 8088 used for the Reporting Server in the Business Communications Manager e Ports 3500 35xx used by ipView SoftBoard to listen for incoming data and to echo to other wallboards ipView SoftBoard can use a number of ports upwards of 3500 dependant on configuration refer to the ipView SoftBoard guide for more information e Port 6010 used for the Reporting for Contact Center Real Time RCCRT Server e Port 6011 used for the Reporting for Contact Center Reporting RCCRPT Server lf these ports are blocked by firewalls information may not be transferred between the BCM Web Host PC Wallboards SoftBoards and or PCs on the network browsing to the Web Host PC Installing Reporting for Contact Center Note One PC on the network should be nominated as the Web Host
113. t Transactions This report provides a consolidated one line summary of the call traffic into the Skillsets included in the report and the call handling of that traffic This report can be used to determine how many calls Direct and Indirect were presented to the Skillsets and how many were Answered and Abandoned Location and Agent answering calls calls answered before the Primary Alert lt P calls answered after the Primary Alert but before the Secondary Alert gt P and calls answered beyond the Secondary Alert gt S can also be determined The Incoming Call by Skillset report Graph shows the Total Presented calls for the Skillsets selected as well as the number of calls Answered Abandoned the number of Unstatfed calls that is calls presented to the skillset when no Agents are logged on and calls answered after the secondary Alert The Incoming Call by Skillset report is generated for a range of selected Skillsets Each line of data shows the number of incoming direct and indirect calls and the other columns show the treatment those calls received Treatments include being answered by Agent by Overflow Agent by Voicemail and calls that left the Skillset by means of the routing table This report s main focus is on Contact Center calls not transactions 102 NN40011 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center A Graphical Representation of the data can also be displayed Company Name Repot title Incom
114. t Waiting Time Indicates the waiting time of the call in the queue that has been waiting the longest k Unread Skillset Messages Msgs Indicates the number of messages in the Skillset mailbox that have not been read If there are any unread messages the background of this cell will turn red GOS The Grade of Service figure in the Grouping row is a means average of the GOS values of the skillset rows displayed below the Grouping row For example three skillsets are in the view and they had the following individual skillset values Skill 1 GOS 0 Skill 2 GOS 100 Skill 3 GOS 100 The Grouping row shows a GOS of 66 calculated as follows GOS 0 100 100 3 66 This value shows the User what their average GOS Is over all the selected skillsets m Skillset Mode Indicates the method of operation the Skillset is currently running in Day or Night Call Detail Call Detail You are curren tly viewing Skillsets SKILL1 Incoming Contact Center Calls Media T i ype Waiting Delayed Primary Secondary Suastle Alert Alert Ho Day Ho Day Hou a oC SmI ST ET IS Sy eB ET le AE GT Toa 0o of oof of o o 2 2 ojojo jo o joooooo o 50 Connection Status E Applet callDetail started Internet The following sections describe the available information for the Call Detail Report a Waiting indicates the number of calls that are currently waiting in the Skillset queues to be answ
115. t call activities CC Conference Transactions Answered by Agent Non CC Transactions Answered by Agent Non CC Conference Transactions Answered by Agent and Outgoing Calls are not specific to a particular skillset NN40011 024 Issue 1 2 BCM Rls 6 0 93 Reporting for Contact Center This report also displays when an agent has been borrowed into another skillset The term borrowed applies to any situation where a call has been transferred Tr overflowed Ov or by some other method Ot passed to another agent who is then temporarily assisting that skillset Note If you request this report for an Agent you will receive a report listing all activities across all skillsets that agent has logged on to for the period selected This report is generated by agent selection not skillset Company Name Agents Report Title Agent Profile by Agent Report Period 10 Sep 2007 14 27 to 11 Sep 2007 11 12 Report Created 11 Sep 2007 12 03 Data Timestamp 11 Sep 2007 11 41 Agent Call Activity CC Conf Non CC Non CC Conf Outgoin eee Transactions Transactions Transactions Calls Answered by Answeredby Answered by Answered by Agent Agent Agent Agent No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time No Total Total 20 45 00 13 20 44 16 3 00 00 25 8 O00101 O 00 00 00 2 00 01 00 8 O0 0115 O 00 00 00 2 00 00 02 O 00 00 00 i 00 00
116. t may be purged at one time is 90 days Purge Contact Center Calls from database prior to Yyyy mmidd 2007 10 11 gal 1 Select the date from which you would like to purge the data by either typing it in manually or using the ontact Center Calls in the database 2007 10 11 To 2008 05 02 2 Glick on Purge Database to remove the data Note This will permanently delete the data from your Web Host PC that contains the Contact Centre Call Database 3 The following message appears Windows Internet Explorer P Please note that by clicking OK RCC will no longer be able to report on any Contact Center data prior to 2007 10 13 Purge Contact Center Calls From database prior to 2007 10 13 4 Click OK to proceed or Cancel to return to the previous screen NN40011 024 Issue 1 2 BCM RIs 6 0 55 Reporting for Contact Center 5 The countdown is shown whilst the data is being removed Purge Database This section allows you to remove Contact Center Calls from the database that you no longer need to report on Note This action can not be reversed RCC will no longer be able to report on any Contact Center data prior to the date selected and may no longer be available to download from the Contact Center The maximum duration of data that may be purged at one time is 90 days Purge Contact Center Calls from database prior to yyy yimnvdd 6 Once completed a confirmation box appears click OK to complete the process
117. talled for each Skillset and for the report total This report indicates the total number of Skillset answered calls included within the report Voice Public Switched Telephone Network Call PSTN calls and Multimedia calls are listed separately and totalled for each Skillset and for the report total Both figures and the percentages are provided NN40011 024 Issue 1 2 BCM RIs 6 0 97 Reporting for Contact Center The breakdown is based on Answer Time Bins values There are six Time Bins A seventh Time Bin which captures all values higher than the sixth Time Bin is appended automatically A graphical representation of the number of calls in each of the Time Bins is also included in the report Calls that are transferred directly between Agent sets are not included in this report This report covers only the time that calls waited in the Skillset queues before being answered It includes Direct and Indirect Contact Center calls Company Name Report Title Answered Calls by Skillset Report Period 10 Sep 2007 14 27 to 11 Sep 2007 11 12 Report Created 11 Sep 2007 12 25 Data Timestamp 11 Sep 2007 11 56 Skillsets Sales Presented Time Bin 1 Time Bin2 Time Bin 3 Time Bin4 Time Bin 5 Time Bin 6 gt Time Bin 6 Calls Answered Total 3 0 0 1 33 0 0 0 0 1 33 0 0 1 33 Voice 3 0 0 1 33 0 0 0 0 1 33 0 0 1 33 Multimedia 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 Presented Calls A
118. tility will check all of the components of RCC to ensure that they have installed and configured correctly If an installation problem is detected the IVU will prompt you to select a link to resolve the problem RCC Install Verification Utility TVU l Ioj x FHRBEECIHE te Report SQL DB Java Met Ports IS Tervice Ach S amp 9 oo OOO Vening CCRDB and RACCReports databases RCC Databases have not been installed Your PE needs to be rebooted Qick here to resolve the _ ij _ Refresh NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center 36 At the last stage of the IVU the BCM Connection Data dialog box will appear Enter the IP Address or network name of the BCM in the IP Address Network Name field ELM Connection Data Enter BCH Connection Data IP Address Network Mame 200 30 30 98 Fort 2088 LCA S Password 37 The Port Field should be left to the default of 8088 BCM Connection Data Enter ECM Connection Data IP Address Network Name 200 30 30 98 Port 088 CCAS Password 38 In the CCRS Password field enter the CCRS password By default this is CCRS in uppercase Click OK ELM Connection Data Enter ECM Connection Data IF Address etwork Name 200 30 30 98 Fort e088 CCHS Password H NN40011 024 Issue 1 2 BCM RIs 6 0 35 Reporting for Contact Center 36
119. time period As well as displaying the Average Login time an agent has 2 types of activity agent state activity and agent call activity Agent State Activities are non call states that are not applicable to a specific skillset for example if Agent 1 is logged on to Skillets 1 and 2 and they invoke Feature 908 Make Not Ready they will be in the Not Ready state in all skillsets they are logged on to The agent states include Available Not Available Ringing All Calls Held Break Time Not Ready and Multimedia Contact Center MMCC Reserved when an agent is reserved by the Contact Center before it makes an outbound call to the caller Agent Call Activities are call states one state is specific to a particular skillset and this is the Contact Center CC Transactions Answered by Agent field The remaining agent call activities CC Conference Transactions Answered by Agent Non CC Transactions Answered by Agent Non CC Conference NN40011 024 Issue 1 2 BCM RIs 6 0 91 Reporting for Contact Center Transactions Answered by Agent and Outgoing Calls are not specific to a particular skillset This report also displays when an agent has been borrowed into another skillset The term borrowed applies to any situation where a call has been transferred Tr overflowed Ov or by some other method Ot passed to another agent who is then temporarily assisting that skillset Note This report is generated by agent all activity for that agent acro
120. ting screen will be displayed If at any point a System Administrator wishes to return to the Administration menu there is an Admin link from the Reporting Main Menu which will take you back to the Administration screen Main Logout Help Admin Main Menu Welcome admint RealTime From this screen you can navigate to the various areas of Reporting for Fam 58 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center Accessing Reporting as a Standard User Logging into RCC as a standard user only allows access to the reporting section Upon logging in to RCC the user will immediately be in the reporting section Note that there is no link into the Admin section and that in this example this user has no Wallboard assignment privileges Logout Help Main Menu Welcome Ed Real Time l From this screen you can navigate to the various areas of Reporting for Contact Center Agent Alarms Help is available within each section fram the help tab at the top of screen sae and you may log out at any time by pressing the lag out button Time Bins Setup Reports and Schedules NN40011 024 Issue 1 2 BCM RIs 6 0 59 Reporting for Contact Center Real Time Reporting Real Time screens under Reporting for Contact Center are updated every 1 second set under Contact Center Connection A standard user will only receive real time information for Skillsets that have been assign
121. tion you will be presented with the RCC Install Verification Utility that will contain a link to launch RCC as outlined in steps 34 and 35 of the Installing Reporting for Contact Center section of this guide Reporting for Contact Center can also be launched from Internet Explorer as outlined below For this example the IP Address of the Web Host PC is 200 30 30 179 it has a computer name of pc32 Either the computer name or IP Address can be utilised as part of the address that is used to login into Reporting for Contact Center To start the Reporting for Contact Center application for the first time on the PC 1 Double click on the Internet Explorer icon on the desktop of the Web Host PC 2 When Internet Explorer opens enter http lt IP Address of Web Host PC gt rcc e g http 200 30 30 1 79 File Edit wiew Favorites Tools Help Back gt E A a Search S Favorites 4 Address http 200 30 30 179 rce NN40011 024 Issue 1 2 BCM Rls 6 0 37 Reporting for Contact Center 3 Or when Internet Explorer opens enter http lt PCNames rcc e g http oc32 rcc File Edit View Favorites Tools Help O O A Powe Soran O 4 The RCC login page will then be displayed The default username is admin and the default password is 0000 4 zeros Click Login Login Welcome to Avaya Reporting for Contact Center Please login using your username and password below 5 You will then be requested to chang
122. ts Many reports allow the User to choose to report on any combination of the Skillsets they have been assigned They can report on a single Skillset a combination of their assigned Skillsets or all of their assigned Skillsets Each report will show a header of information that will contain a The Company Name b The Report Title c The Period the report covers start time and date and an end time and date d The time and date when the report was created e The time and date when the report data was obtained from the Contact Center f The Skillsets included in the report Company Mame Report Title Answered Calls by Skillset Report Period 11 Sep 2007 00 00 to 11 Sep 2007 09 36 Report Created 11 Sep 2007 09 46 Data Timestamp 11 Sep 2007 09 35 skillsets SKILL1 82 NN4001 1 024 Issue 1 2 BCM Rls 6 0 Reporting for Contact Center Report Options Every report that is viewed has a standard layout and facilities such as printing E http 200 30 30 45 Report Yiewer Microsoft Internet Explorer view Raw Data OSV Reports Explained Hel l4 4 p ofi P Fl 100 Find Next Select a format Export Printing Reports To print this particular report click the print icon General Select Printer 4dd Printer HF Deskjet 6600 Ser PO Status Ready Preferences Location Comment Find Frinter Number of copiez f Selection Curent Page f Pages me
123. ue Key identifier CLID when it is known and DNIS of the call the skillset and the amount of time the caller waited before hanging up CLID is not always known When Reporting for Contact Center does not know the CLID it displays the channel or line number on which the call arrived Company Hame Danishmend Hotels Repor Title Abandoned CLID ONIS Report Faridi 20 Feb 2007 00 00 to 26 Feb 2007 17206 Repor Created 8 Feb 2007 17 26 Data Timestamp 26 Feb 2007 17 24 Skill sets Skillset 1 SKILL Date Time of Day Skillsets Time to Abandon 26 Feb 2007 14 21 a a om SKLL2 2 00 00 10 oe Fab 2007 1422 F Azza J2 KLL 2 On 0202 26 Feb 2007 14 24 tar F3 SKLL2 2 00 01 17 oo Fab 2007 1425 53 ed 358 SKLL2 2 00 00 56 28 Feb 2007 t437 I I2 3 SKLL 2 2 00200 S58 28 Feb 2007 14 33 H P2 Jar Skilazt 1 1 00 00 39 of Fab 2007 1454 a SKLLE 2 Op p1 13 28 Feb 2007 A 33595 Skiet 1 1 00 00 34 26 Fab 2007 5 Jo SELL 2 00 04 18 Mate Reporte da not include calls in progress Page 1 of 1 Answered Calls by Skillset For each of the Skillsets in a report the total number of answered calls is displayed For each Time Bin the number of calls answered within that Time Bin is displayed This figure is also presented as a percentage of the total number of answered calls The Answered Calls by Skillset report shows how long calls wait before they are connected to an Agent Voice calls and Multimedia calls are listed separately and to
124. uter with the exception of those selected on the Exceptions tab Don t allow exceptions Select this when you connect to public networks in less secure locations such a airports you will not be notified when Windows Firewall blocks programs Selections on the Exceptions tab will be ignored x C Dff not recommended Avoid using this setting Turning off Windows Firewall may make this computer more vulnerable to viruses and intruders Windows Firewall is using your domain sethngs What else should know about Windows Firewall Windows Firewall x General Exceptions Advanced Network Connection Settings yll iz enabled for the connections selected below To add Settings Security Logging You can create a log file for troubleshooting purposes Settings ICMP With Internet Control Message Protocol ICMP the Settings computers on a network can share error and status Information Default Settings To restore all Windows Firewall settings to a default state p estore Defaults click Restore Defaults Cancel x 4 Select the Advanced tab and select Local Area Connection Then click Settings NN4001 1 024 Issue 1 2 BCM Rls 6 0 Reporting for Contact Center 5 The Advanced Settings dialog box appears with the Services tab displayed Select Web Server HTTP and click OK Advanced Settings x Services ICMP Select the services unnng on your network tha
125. vice Total Multi media Presented Calls Abandon ed NN40011 024 Issue 1 2 BCM RIs 6 0 73 Reporting for Contact Center Reports Reporting for Contact Center provides you with a flexible and easy to understand set of reports The reports contain information on the call traffic in and out of your Contact Center and on the activities of your Contact Center Agents Reports are listed and can be loosely grouped into the following categories e Agents Reports related to Agent activity e Calls Reports related to calls e Miscellaneous All other reports such as Supervisor reports Activity Code reports System Configuration and Call Audit reports Reports can be generated for any elapsed period of time This means that if you want to have a report that contains information from 12 00 mid day Tuesday to 16 15 Thursday afternoon you can easily obtain it There are no pre defined limitations on the period of time a report can include Accessing Reports Use the following procedure to access the reports 1 Click on the Reports and Schedules link Main Menu Welcome Ed Real Time From this screen you can navigate ta the various areas of Reporting for Contact Center Agent Alarms Help is available within each section from the help tab at the top of screen and you may log out at any time by pressing the log out button Wallboard Setup Time Bins Setup Reports and Schedules 2 Select the desired report or multiple
126. wed by Control Panel E Control Panel Settings ne es Network Connections Barc y Printers and Faxes Help and Support af Taskbar and Start Menu Run Windows XP Professio Shut Down Ln 32 Coli RES TRE My Documents g contro 2 Double click on Add or Remove Programs H Start Microsoft PowerPoint E Control Panel E Control Panel Panel loj x File Edit View Favorites Tools Help CS tack T PAP Folders ja E x ie HAL Address g Control Panel Z Todi a 2a wb Be Accessibility dd Hardware Administrative Automatic Date and Time Display Folder Options Fonts Game Options Tools Updates Controllers FOOr mrs i r k 1 wA W e 7 Li 1 aig Rages am ie A 2 gt a TE Intel R Internet Wireless Java Keyboard Mouse Network Phone and Power Options Printers and Extre Options Metwork Set Connections Modem Faxes es YW ge 82 o 2 C Regional and Scanners and Scheduled Security SoundMa Sounds and Speech System Taskbar and User Accounts Language Cameras Tasks Center Audio Devices Start Menu Windows Firewall NN40011 024 Issue 1 2 BCM RIs 6 0 11 Reporting for Contact Center 3 View the list of programs installed on the PC If Microsoft NET Framework 1 2 is listed click on the Change Remove button 5 Add or Remove Programs i f x i Currently installed programs T Show updates Sort by Name
127. would previously had to have clicked the Archive button and save it to a location on your computer NN40011 024 Issue 1 2 BCM RIs 6 0 53 Reporting for Contact Center Purge Database The Purge Database page allows a user to permanently delete all data from the database prior to a selected date Note After the database has been purged Reporting for Contact Center cannot report on data prior to the date selected Moreover the purged data may not be available to download from the Contact Center The maximum duration of data that may be purged at a time is 90 days 1 Click on Maintenance then Purge Database Logout Help Admin Maintenance Menu Please select an option from the maintenance menu on the left hand side to continue Contact Centre Connection System Administration Maintenance System Slates Logging l Purge Database g Company Details Reporting 54 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center 2 The following screen appears Select the date and click on the Purge button as directed below Purge Database This section allows you to remove Contact Center Calls from the database that you no longer need to report on Note This action can not be reversed RCC will no longer be able to report on any Contact Center data prior to the date selected and may no longer be available to download from the Contact Center The maximum duration of data tha
128. xt gt 14 NN4001 1 024 Issue 1 2 BCM RIs 6 0 Reporting for Contact Center 6 Click Finish Windows Components Wizard Completing the Windows Components Wizard You have successfully completed the Windows Components Wizard To close this wizard click Finish 7 Internet Information Services has now been installed 8 To test that the Internet Information Service is properly installed open Internet Explorer and point to http localhost NN40011 024 Issue 1 2 BCM RIs 6 0 15 Reporting for Contact Center 9 If the installation is successful a window similar to the one below will appear This window also contains useful information regarding your Internet Information Services You can see the current version number and additional information about where to find extended help for Internet Information Services If you see a Page Cannot be Displayed screen re install the Internet Information Services and reboot the Web Host PC Welcome to Windows XP Server Internet Services Microsoft Internet Explorer 10 x File Edit view Favorites Tools Help ay sack Q x B A Search 5 Favorites al Aa j 4E Links j fa Windows Professional Esg j Address http localhost localstart asp Your Web service is now running You do not currently have a default Web page established for your users Any users attempting to connect to your Web site f
129. y code per Agent This report can be used to determine which Agents have answered certain calls or performed certain call related activities such as performing a credit search or requesting a catalogue dispatch This report displays the Activity Code usage for those agents who entered any of the selected Activity Codes over the period of the report Each line of data is the total Activity Code pegs entered over the period selected in the report Company Mame Report Title Activity Code by Agent Report Period 10 Sep 2007 14 27 to 11 Sep 2007 15 24 Report Created 11 Sep 2007 15 23 Data Timestamp 11 Sep 2007 15 23 Skillsets Sales Activity Code Activity Code Time Average Time Cust Complaint 00 00 14 00 00 14 Agent2 2 00 00 14 00 00 14 Daily Telegraph 00 00 14 00 00 14 Agent2 2 00 00 14 00 00 14 00 00 17 00 00 04 00 00 15 00 00 08 Activity Code by Pegs This report illustrates the usage Activity Codes pegging grouped by Agent and broken down for each Activity Code ranked according to their usage by each Agent within each Skillset Each Agent s Activity Codes are listed in descending order of use together with the average call duration time the number of pegs entered and the accumulated time of all the calls that were associated with each Activity Code The data can be used to determine which activities or call types each Agent spends the most time on or has been most frequently involved with NN40011 024 Is

Avaya Reporting for Contact Center BCM Rls 6.0 User's Manual

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