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Avaya Call Center Reporting User's Manual

1. Field Name Field Type Description datetime Date Time beginning of the time period groupNumber Integer group number the total value belongs to type Integer 0 total for the time period 1 cumulative total 2 peak weekDay Byte day of week 1 Sunday 2 Monday etc numDays Long number of days the total values were accumulated for inCall Long number of incoming calls outCall Long number of outgoing calls answer Long number of answered calls answerA fterThres Long number of answered calls after threshold abandon Long number of abandon calls night Long number of night calls Out Mode noOverflow Long number of overflow calls answerTime Long total wait time before answer abandonTime Long total wait time before abandon inCallDuration Long total incoming call talk time outCallDuration Long total outgoing call talk time Statistical Database Table Formats 91 Unused Tables The following tables are not used by Nortel Networks Call Center Reporting Customer Report Table Agent Subgroup Report Table Line Subgroup Report Table Account Report Table Node Traffic Report Table Customer Route Report Table 12 Glossary of Terms Abandon Time Bins Agent Status Alarm Threshold Answered Time Bins Available State Break Time Call Center platform A series of six time steps used in the statistical analysis of Abandoned Calls Nortel Networks Call Center Repor
2. eeeeeeeeeeeeeeeeeeee eee 59 Introductions doen oti dams nA E rt a 59 General Notes on the Report Statistics oooccncnininonononononononononcnoneneneneneninonenenos 59 Accessing Current Reports irei iaa ani EEE AEEA EA EEEE REEERE 60 Accessing Historical Reports rerien i Eaa emen 60 Report Manager window nea EKAA a ERE ENEE nA ERR IAEA KEKERAN REE RNA EERE EKANA REKAREKA CERNA 62 Eiler es I al lis loas ote Seok ae 62 MW sts peek dada A aa o dieta ets did oa 62 RETELE EEE a da 62 WIM OW E 63 inr 63 Viewing Reports ei i dept e eiae de e i dep ete si vb ate v dee t er ut 63 Report Types eite iet ertet d oe ec i ee ee eei esed e ete e age 64 Answered Call A eec eerta aee dad Ev See agence 64 Abandoned Call Report sssssssssssssseeeeen enne 66 Incoming Call FReport 2 nied ne ete de uade eta 66 Agent Activity Report dead edad dd eite dude tul 68 4 Table of Contents Average hime Report ep eet Oed ees 69 System Capacity Reporta title 70 Call Profile Report itio dt o a eren UR din 72 Agent Profile Report tice redi re ed P an ee De editus 73 Summary Reporta 5 rre eer ee ree Ferd ide 74 Printitig reports im dite m metet ec idum le ta 75 Abandoned Caller ID Report sssssssssssssseeeenneenenn nnn 76 Configuration RepOtt 2 ni retra pr n Rage ree na artes 78 Print SchedulO tomi prudentes 79 How to Select and Import Nortel Networks Ca
3. Nortel Networks Unified Manager page will appear in the browser Click on the Install Clients link The Install Clients page will appear in the browser Click on the Call Center Reporting Multiple Client link Information on the Call Center Software application will appear in the browser window You may need to scroll down through the page to see the buttons which install the Call Center Reporting Multiple Client Click on the Install Call Center Reporting Multiple Client button Make sure you have clicked on the Call Center Reporting Multiple Client button and NOT the Call Center Reporting Master Client button There can only be one PC on your e network configured as a Master Client A dialog will appear from which you can select to either Run this program from its current location or Save this program to disk The default option is Save this program to disk Click on OK Installing Nortel Networks Call Center Reporting 19 10 11 12 13 14 Several progress bars appear as the installation routine prepares itself Presently the Nortel Networks Call Center Reporting Client language selection dialog appears Select the language you wish to install and then click OK Double click on the Setup exe file select the language you wish to install and then click OK The Nortel Networks Connects Splash Screen and the Nortel Networks Call Center Reporting Welcome screens appear The Choose Des
4. 50 Statistical settings Real Time tab Agent Status Alarm The times input into the first three boxes are used to alert a System manager when an agent has been on an activity longer than required The alarm condition is shown on the Real Time screens by changing the color of the agent in that state to red after the time duration is exceeded Use the tab key to move between each of the three boxes to enter the alarm times for Incoming Calls Outgoing Calls and Not Ready Enter the times in the format mm ss Call Waiting Alarm If any incoming call is held in the Skillset call queue longer than this alarm time Time gt T then the waiting call will appear in red on the Real Time screens This setting is also shown in the management reports produced by Nortel Networks Call Center Reporting It is good working practice for the time entered here to be the same as the Primary Alert in the Call Center programming This ensures that when an alarm condition exists in the Call Center that alarm condition is also reported by Nortel Networks Call Center Reporting Service Target This time is used to calculate the Grade of Service figure It is good working practice for the time entered here to be the same as the Secondary Alert in the Call Center programming The Grade of Service figure is displayed in the Real Time screens and is shown in many of the management reports The Grade of Service figure is shown as a percentage of calls answere
5. 8 Click OK to save the Print Schedule Note that Monthly Schedules will print on the 1 of the month So if you set a monthly schedule in the middle of April they will print for the first time on the 1 of May Also note that the Day of the Week field indicates which day s stats you wish to have printed but the actual printout will occur on the following day For example if you select Monday the printout will occur on Tuesday This is to ensure that the selected day has completely elapsed and that the printed reports show the correct and complete totals for the selected day s How to Select and Import Nortel Networks Call Center 10 Reporting Statistical Data into Microsoft Excel Introduction The statistical information gathered and recorded by the Nortel Networks Call Center Reporting application is stored in Microsoft Access databases This information can be queried and analyzed using Microsoft Excel It is vitally important that the statistical database files are not edited t renamed or altered in anyway e They can be examined using the Microsoft Excel and Access applications BUT NO CHANGES SHOULD BE SAVED BACK TO THE STATISTICAL DATABASE FILES OTHERWISE THE CALL CENTER REPORTING REPORTS WILL BE COMPROMISED Location of the Statistical Database Files If you accepted the defaults during the installation of the Call Center Reporting the statistical database files will be located at c Program Files Nor
6. List of reports 62 Logging in 27 30 Logging out 28 30 M Management reports 7 30 50 59 62 79 Maximum capacity 70 Microsoft Access 82 83 Microsoft Excel 82 83 Microsoft Office 84 Microsoft Query 83 Minimum PC specification 8 Monthly reports 62 Multiple Client software 13 15 18 19 Multiple Wallboards 7 39 N Naming Skillsets 34 Next Ten Skillsets 52 Nortel Networks Call Center Reporting 5 6 7 8 11 12 13 15 18 19 22 23 24 26 27 28 29 30 31 33 35 36 37 38 39 49 50 51 59 63 78 85 93 Not Ready 42 44 50 54 56 57 68 69 73 Numerical format 52 62 64 76 80 O On line help 63 Operating System Compatibility 9 Other documents 6 39 P Password 17 27 38 PC requirements 8 PC specification 8 Peak tab 50 Previous Ten Skillsets 52 Primary Alert 50 Print 30 Print Schedule 75 79 Printing reports 62 75 76 77 Problem solving 23 R RDB Server 7 8 23 27 29 30 Real Time 7 43 49 50 51 52 54 55 Reference material 6 Removing Wallboard Alarm 46 Removing Wallboard messages 44 Removing Wallboard Schedule 46 Report Manager window 60 62 63 75 Reports 7 30 34 37 49 50 59 60 62 63 64 80 93 Restarting 23 S Schedule for printing 79 Sending Wallboard messages 44 Service Status 57 Service Target 50 Setting up statistics 49 Sharing files 16 Shortcuts to options 63 Skillset
7. from the Call 8 System Overview Center platform and stores it on the hard disk of the Master Client PC It is this stored information which provides the data for the reports The RDB Server is the program used to gather and store the event data sent from the Call Center platform The RDB Server must be running whenever statistical data needs to be collected It is recommended that the RDB Server is operational at all times There can be only one PC on your network running the Master Client software However so that other users may view the Nortel Networks Call Center Reporting Real Time screens and access the reports other PCs on your network may be loaded with the Nortel Networks Call Center Reporting Multiple Client software known as Multiple Clients Multiple Client PCs communicate with the Master PC they do not communicate with the Call Center platform directly For Multiple Clients to operate correctly the RDB Server must be running on the Master Client PC It is recommended that the RDB Server is operational at all times Both Master Client and Multiple Client PCs may be used to change the configuration of the Call Center Reporting software to view and print reports and to display the Real Time screens Remove caps from note below DO NOT INSTALL BOTH SETS OF CLIENT SOFTWARE ON A SINGLE PC ONE PC ON YOUR NETWORK SHOULD BE NOMINATED AS THE MASTER CLIENT PC ANY OTHER PC that WILL RUN THE CLIENT SOFTWARE MUST BE R
8. the network must be set up correctly and the Multiple Client PCs must be able to see and access the Call Center Reporting and Stats folders on the Master Client PC There are certain settings on the Master Client PC that need to be correctly set See the Section titled Master Client PC File Sharing on Page 14 Installing Nortel Networks Call Center Reporting 15 Installing Nortel Networks Call Center Reporting Master Client for a CallPilot 2 0 Installation Windows NT Workstation cannot connect to a shared folder on an Windows 95 PC If you have Windows NT Workstation PCs which are going to be running the Nortel Networks Call Center Reporting Client the Nortel Networks Call Center Reporting Master PC should not be running Windows 95 o Exit any Windows programs that are running Insert the CallPilot 2 0 Documentation and Client Software CD into the CD drive of the PC On the taskbar click the Start button then click Run In the Run dialog box click on Browse and select the CD Rom on your PC and navigate to the Optional Software folder Double click on the Optional Software folder and then double click on the Call Center Reporting Master folder Click on the Setup exe file and then click Open The Browse window closes Click on OK in the Run dialog The Nortel Networks Connects Splash Screen and the Nortel Networks Call Center Reporting Welcome screens appear The Choose Destination Location wind
9. 0 0 0 0 0 0 096 096 096 0 e oo D D 0 0 0 CALLS 00 20 00 40 lt 01 00 01 20 lt 01 40 02 00 360 7596 2596 0 0 0 0 SKILLSET Sales 270 67 33 0 0 0 0 Service 90 10096 0 0 0 0 0 Support 0 0 0 0 0 0 Design 0 0 0 0 0 0 Research 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 096 096 0 096 0 0 0 0 0 0 Answered Call Report Numerical View System level o My O5o0oocooSaSSOo For Help press FT 66 Management Reports Abandoned Call Report The Abandoned Call Report shows the total number of calls that had abandoned and the percentage of calls that had abandoned in the time frames configured in the Abandon Time Bins Only line information is shown as these calls had abandoned prior to being answered by agents 2 Nortel Networks Call Center Reporting System Manager 8 x File View Report Window Help Sla lelle akla i S jajAbandoned Call Report Lines 01 20 Abandon bins Bl Calls abandoned For Help press F1 Abandoned Call Report Graphical View Incoming Call Report The Incoming Call Report shows how your call center handles incoming calls It shows the calls answered before the Alarm Threshold lt T after the Alarm Threshold gt T but before the Service Level Threshold after the Service Level threshold gt S and an
10. Call Center Reporting data using Excel 2000 part of the Microsoft 2000 family l 2 10 Open Microsoft Excel Select the title bar option Data From the drop down menu select Get External Data From the drop down menu select New Database Query The Microsoft Query dialog appears The Database tab offers different types of database that Microsoft Query can work with Double click on MS Access Database The Select Database dialog appears Browse to the location of the statistical database file you wish to work with highlight it and then click OK The Choose Columns dialog will appear You will be presented with a list of the tables within the database Double click on a table to see the columns within that table Highlight a column and click the gt button to move the column into the Columns in Your Query list When you have selected the columns you wish to work with click on Next You will be presented with the Filter Data dialog You can click on the column names and specify filter criteria for them If you wish to work with all of the rows in the table do not specify any criteria When you are ready click on Next You will then be presented with the Sort Order dialog You can select a column names and have the data ordered in either ascending or descending order according to the values in the various rows in that column You may specify up to three levels of sort criteria If you do not want the data sorted do not spec
11. Center the 7 11 27 29 35 39 50 59 68 Call Profile Report 50 72 Call queue 7 37 42 44 50 52 Call Waiting Alarm 50 CallPilot 2 0 5 6 7 15 19 85 86 Changing configuration 28 33 Changing Wallboard Schedule 46 Changing Wallboard settings 39 Closing the RDB Server 29 Closing the user interface 30 Configuration of lines 35 36 Configuration Report 78 Configuration window 30 Connecting Wallboard 39 Creating Wallboard alarm 45 Creating Wallboard message 43 Creating Wallboard Schedule 46 Critical threshold 44 Current Reports 60 D Daily reports 62 Deleting Wallboard Alarm 46 Deleting Wallboard messages 44 Deleting Wallboard schedule 46 DHCP 41 Documentation 6 39 E Editing Wallboard alarm 45 Editing Wallboard messages 44 Editing Wallboard Schedule 46 Erasing Wallboard messages 44 Exiting 28 30 F Feature card 7 Feature Pack 1 85 File sharing 16 Folders on PC 12 14 15 17 G Grade of Service 41 42 50 55 57 67 74 Graphical format 52 62 64 76 H Hardware 5 Help Topics 31 63 Historical reports 60 98 Index Hourly reports 61 How this guide is organized 5 How to use this guide 5 I Icon 28 29 30 63 Incoming Call Report 66 Installation 5 26 Installation prerequisites 11 Installing Wallboard 39 K Key performance statistics 72 Keycode 12 L Least Busy Timer 52 Line configuration 35 36 Line information 67
12. Center Professional on a Business Communications Manager system or if you have purchased and enabled the Call Center Reporting Software Authorization Code Contact your service representative if you are interested in the Call Center Reporting Software Authorization Code Now you are ready to install the Nortel Networks Call Center Reporting Master Client software from the Call Center platform For Windows 2000 and Windows NT PCs you must have Administrator s rights for the installation to be successful If you do not have Administrator s rights for e the PC on which you wish to install Nortel Networks Call Center Reporting the installation will be halted and you will be requested to log out and log back in with Administrator s rights See the diagram on Page 12 12 Installing Nortel Networks Call Center Reporting uj You are not logged into Windows with Administrative privileges Administrative privileges are required in order For this installation to be successful Please log out of Windows and log in again with Administrative privileges This installation will now terminate Warning Message seen when attempting to install without Administrative Privileges Installing Nortel Networks Call Center Reporting Master Client software Nortel Networks Call Center Reporting Master Client software automatically creates a folder called Program Files Nortel Networks VCall Center Reporting on the installation drive of the
13. Management Info 2 From the drop down menu select Wallboard The Message tab shows any Messages that have been previously created 3 Click New 4 Type in the text of your Message up to the maximum of 70 characters in the space provided 5 Click OK to save the Message Note The Real Time numerical value of any of the Parameters can be incorporated into a Message by inserting the two letter abbreviation for the Parameter into the Message text The Parameter must be in capitals and in brackets e g QL would insert the current value of the Queue Length parameter You can configure a maximum of six parameters per message Example There are AN agents not ready If there are five agents not ready when the Message is sent to the Wallboard the format of the Message will be 29 There are 5 agents not ready 44 Wallboards Note It is advisable to put spaces at the end of the Message so that the last word is separated from the first word when the Message repeats Editing a Wallboard Message 1 From the Message tab click and highlight the Message to edit 2 Click Properties and edit the text as required 3 Click OK to save the changes Deleting a Wallboard Message 1 From the Message tab click and highlight the Message to delete 2 Click Remove 3 Click Yes when prompted Sending Wallboard Messages A Message can be sent manually to a Wallboard at any time 1 From the Message tab click and hig
14. Number of agents logged in to the Skillset Number of agents currently on incoming calls Number of agents currently on outgoing calls Number of agents currently available to take calls Number of agents who have made themselves enter the not ready state Service Status Time elapsed during the current 15 minute analysis period Grade of Service currently being offered to callers in this Skillset Number of incoming calls received in this 15 minute analysis period Number of calls that have abandoned in this 15 minute analysis period The mode of operation of the Skillset In or Out General Notes on the Real Time Displays At System Manager level if an Agent is signed into more than one Skillset the Skillset Name will be displayed as Multi indicating that the Agent is signed into Multiple Skillsets At both System Manager and Skillset level Agents remain in the Incoming State showing as green until their Break Time Post Call Completion has expired At both System Manager and Skillset level Agents that have not been Uploaded from the Call Center but who are currently logged in and active in the Call Center will be displayed as Agntxxx where xxx represents their Agent ID This can happen if you have added Agents to the Call Center and have not subsequently Uploaded the Agent as Nortel Networks Call Center Reporting will not know the name of the Agent 58 Real Time information The Ag
15. Primary Alert time has elapsed but before the Service Target Secondary Alert has been reached gt S The number of incoming calls answered after the configured Service Target Secondary Alert time has elapsed OVERFLOW Number of incoming calls that overflow to another Skillset ANS OTHERS Number of incoming calls answered by non Call Center extensions or disconnected by Call Center G O S The Grade of Service being offered to incoming callers 68 Management Reports The agent information includes Title Description TOTAL CALLS ANS Total number of incoming calls answered by agents TOTAL CALLS OUT Total number of outgoing calls made by agents ANSWERED CALLS lt T Number of incoming calls answered by agents before the configured Call Waiting Alarm Primary Alert time has elapsed ANSWERED CALLS gt T The number of incoming calls answered after the configured Call Waiting Alarm Primary Alert time has elapsed but before the Service Target Secondary Alert has been reached OVER FLOW Number of incoming calls answered by agents that overflowed in from other Skillsets Agent Activity Report The Agent Activity Report shows the total amount of time that agents spend logged in to the Call Center and the proportion of that time spent on activities such as incoming calls outgoing calls and in the Not Ready state The agent window is the only window displayed a
16. answered beyond the Call Waiting Alarm gt T set in the MIS per Skillset noCallABT Long number of calls answered beyond the Service Target gt S set in the MIS per Skillset NoCallAnswer noCallAD noCallABT lt T lt T Calls answered before the Call Waiting Alarm noHelpcall Long number of help calls not used noTxcall Long number of transferred calls totalInNormalTime Long total duration of incoming call talk time totalSigninTime Long total duration of signed in period totalOutNormalTime Long total duration of outgoing call talk time totalActiveTime Long Not used totalBusyTime Long total duration when the agent was in busy state Not ready totalWrapupTime Long total duration when the agent was in wrap up state Break time totalHelpTime Long total duration when the agent was in help state not used totalTransTime Long Not used ansCallBinO 6 Long frequency table of wait time before answer Statistical Database Table Formats 89 Line Report Table The Line table contains line statistics Field Name Field Type Description datetime Date Time beginning of the time period groupNumber Byte group number lineSubgroupNumber Byte line subgroup number will always be 1 lineNumber Integer line number lineName Text 10 line name noAnsOther number of incoming calls that non ACD agen
17. is actually showing the information being written into the configuration database During this period the Nortel Networks Call Center Reporting application is operating as normal it is still tracking Agent and Line activity Configuring Nortel Networks Call Center Reporting 37 and recording these activities into the statistical database and doing so using the newly transferred information 5 When the upload is completed the word Finished appears in the Config Update dialog and the OK button becomes available non greyed out see Page 60 Config Update Finished 22 Secs Nortel Networks Call Center Reporting Config Upload Window Transfer Completed 6 Click OK Stat Time Bin Select this tab to configure the time thresholds used in the statistical analysis of Answered and Abandoned Calls Nortel Networks Call Center Reporting will provide statistical reports on the percentage of incoming calls answered and abandoned within each of your chosen Stat Time Bins Note that the Time Bins do not show the duration of the calls they show Answered report the duration of queuing time before they were answered and Abandoned Report the amount of queuing time before they abandoned from the Skillset call queue and gave up waiting Also note that changing the Stat Time Bins will affect all Answered and Abandoned call data which is gathered from that point in time but it does not re format existing reports This allows y
18. option you will be able to access reports at the Skillset level too If you Logged In or Signed Through to to a Skillset Level 901 950 you will be able to access reports at the Skillset level only and only for the Skillset you are in The ability to select either the current day s information Current Reports or a period of time now passed Historical Reports can further define the reports In fact any individual hour day week or month can be viewed using Nortel Networks Call Center Reporting General Notes on the Report Statistics If an Agent is signed into the Call Center for a period which passes over midnight his total sign in duration and available time will appear in the reports for the day in which he signed in His activity breakdown Incoming Outgoing Not Ready etc will appear in the reports throughout his signed in period Each time an Agent seizes a Line Call Center Reporting will consider this as an Outgoing Call whether the call is successful or not Outgoing Calls are recorded against the lowest numbered Skillset into which an Agent is currently signed in to That is if an Agent is signed in to Skillsets 1 and 2 his Outgoing Calls will be logged in Skillset 1 60 Management Reports For accuracy the Line Stats and the Agent Stats are tracked separately So if an Agent transfers a call to another Agent who then completes the call the reports will show that the line was occupied on one call and each Agen
19. 1 From the Schedule tab click and highlight the Schedule to be deleted 2 Click Remove Wallboards 47 3 Click Yes when prompted Statistical Settings 7 Introduction The presentation of information in the Real Time screens and the analysis of data collected by Nortel Networks Call Center Reporting for the management reports can be tailored at both System Manager and Skillset Supervisor levels to suit your requirements Statistical Set Up 1 From the main menu click Management Info 2 Select Statistical Set Up Statistical Set up Ea Real Time Traffic Analysis Peak Average Agent Status Alarm mm ss Incoming Call Duration Outgoing Call Duration o2 00 Not Ready Duration fi 0 00 m Call Waiting Alarm mm ss Time T 00 45 m Service Target mm ss Grade of Service 0o 45 Cancel Apply The Statistical Set Up window Skillset level Note The Call Waiting Alarm threshold setting and the Service Target threshold settings in the Real Time tab are only applicable at Skillset level They do not appear at the System level The Call Waiting Alarm and the Service Target values can be set to correspond with the Call Center Primary amp Secondary Alerts that are configured via CallPilot Manager 3 Enter the setting required in each of the tabs and click OK The options available in Statistical Set Up are explained in detail overleaf
20. 10 10 10 1 shown in the example above Nortel Networks Unified Manager page will appear in the browser Click on the Install Clients link The Install Clients page will appear in the browser Click on the Call Center Reporting Master Client link Information on the Call Center Software application will appear in the browser window You may need to scroll down through the page to see the buttons which install the Call Center Reporting Master Client Click on the Install Call Center Reporting Master Client button A dialog will appear from which you can select to either Run this program from its current location or Save this program to disk The default option is Save this program to disk Click on OK Several progress bars appear as the installation routine prepares itself Presently the Nortel Networks Call Center Reporting Master language selection dialog appears Select the language you wish to install and then click OK The Nortel Networks Connects Splash Screen and the Nortel Networks Call Center Reporting Welcome screens appear The Choose Destination Location window appears Click Next to accept the default location To change the folder location click Browse choose another folder location and then click Next As installation proceeds a number of status dialog boxes appear indicating the progress of the installation The Setup Complete window appears In order for Multiple Client PCs to have access to the Master Client PC
21. 34 35 39 51 54 57 59 64 68 69 Skillset Level 43 49 51 55 56 59 64 68 69 Skillset names 34 Software 7 Software version 31 63 Solving problems 23 Index 99 Starting 23 27 Stat Time Bin 37 93 Statistical averages 50 Statistical peaks 50 Statistical set up 49 Statistics 7 8 12 29 37 49 50 59 62 72 74 93 Status Bar 30 Summary Report 50 64 74 75 System Capacity Report 70 System Level 44 49 51 53 54 59 67 68 69 71 73 76 System Manager window 39 43 60 61 76 78 79 80 T TCP IP protocol 9 12 Text messages 39 43 Threshold 37 44 45 57 Title of Wallboard 41 Toolbar 30 Traffic Analysis tab 50 Traffic Status 57 Troubleshooting 23 Upgrading 85 User ID 27 User interface 7 28 30 V Viewing Reports 63 W Wallboard 7 37 39 40 42 43 44 45 46 Wallboard alarm 43 44 Wallboard buzzer 40 41 43 44 46 Wallboard display 39 Wallboard IP Address 39 40 Wallboard messages 43 Wallboard parameters 39 42 Wallboard schedule 43 46 Wallboard Summary 41 Wallboard Title 41 Weekly reports 62 Windows 2000 11 13 15 20 Windows 95 9 13 15 18 20 21 22 25 Windows 98 21 22 Windows NT 11 15 20 22
22. 4 COMPA mc 34 Table of Contents 3 SKISE tSas ctc a dai cibi 34 DINOS it a noi dat do eL 35 perci 36 Stat Tite BIB cando as 37 Wallbd0ard ciutat ahs ean tva aei et cag eo revu Rad e de at 37 OSOCUTD 2 sitet Sela o a E 38 WH ANDO TO 39 Introduction dictt bedient tbe tie tutte aed Mas 39 Wallboard instalation iioi iii i a d ERES 39 Wallboard ceonfiguration ie itn t HE Dt tovt d ute HERES 39 Waliboard Seting S sseni teet Leder te pce eoo rte Ee cet E 40 Wallboard Parameters etre cete a c ev ere Idee tere aeg 42 Wallboard Messages Alarms and Schedules sssssssssssssss 43 Wallboard Messag6S eet iranian aR te ette cep he dk Re pen Pe Rs 43 Wallboard AIaftTig25 cci s orc tiene cus e Ch ds 44 Wallboard Schedules tidad ae 46 Statistical Setlingds ons uoneueneweneuun IE EE 49 Introduction obere AA AA Eb 49 Statistical SetU praise a di delet ea hal do edad 49 Real Time tab d 50 Traffic Analysis tab iia cid 50 Peak tab ii AAA A dd ates 50 Average tab Ati 50 Real Time INfOrmaviOna c se o 51 Introduction coco tees A es es od ae eons ane NETUS 51 Agent State Duration Timers cccccceceeeeeceececeeeeeeeeecaeaeeeeeeeseeeeneuaeeeeeeeeeteeea 51 Real TIMES iii A a od orca ded edwin das 52 SM A A p e E 52 Skillse t l Vel i A o 55 General Notes on the Real Time Displays s em 57 Management Reports
23. Agent Profile Report is only available from the System level It provides detailed information on the activity of each individual agent Use the Agent Profile Report Range options to specify which agents are required Agent ID or Agent Name can be used to sort the information 2 Nortel Networks Call Center Reporting System Manager Eile View Report Window Help e Se iE A Eu S Agent Profile Report Agent Name Adam Agent ID 1 LOG IN AVAIL NOT RDY INCOMING TALK OUTGOING TALK TIME TIME TIME CALLS TIME CALLS TIME 3 24 10 1 30 44 0 00 00 90 1 39 09 0 0 00 00 TIME INTERVAL Wed Aug 16 2000 17 24 17 33 17 43 17 53 18 02 18 12 18 21 18 31 18 41 18 50 19 00 19 09 19 19 19 29 19 38 19 48 19 57 20 07 20 17 20 26 20 36 20 46 20 55 PD E da ds ds ds ds des ds des ds ds es des es ds ds es es es e ds ds cocoococoooooooooooooooooco For Help press F1 Agent Profile Report The agent information includes Title Description TIME INTERVAL Actual times for agent log in and log out LOG IN TIME Total time the agent was logged in AVAILABLE TIME Time the agent spent available NOT RDY TIME Time the agent spent in the not ready state INCOMING TALK Number of incoming calls the agent answered CALLS INCOMING TALK TIME Time the agent spent on incoming calls OUTGOING TALK Number of outgoing calls made by the agent CALLS OU
24. Call Profile Report The Call Profile Report tracks the key performance statistics of your call center over a period of time Peaks and troughs in traffic levels and service offered can be easily identified Depending upon the time period selected for the report and any Traffic Analysis settings information will be shown either for every half hour hour or day The information is shown for lines only OE Networks Call Center Reporting System Manager 1 x File View 3epot Window Help i ses s Alo Ju S 4 Call Profile Report Lines TOTAL CALLS INCOMING CALLS AVERAGE TIME GOS IN OUT ANS ABD WAITING ABD 360 360 D 0 00 13 0 00 00 100 100 100 100 100 100 For Help press F1 Call Profile Report Numerical View The line information contained within the Numerical Call Profile Report includes Title Description TOTAL CALLS IN Total number of incoming calls received TOTAL CALLS OUT Total number of outgoing calls made INCOMING CALLS ANS Total number of incoming calls answered INCOMING CALLS Total number of incoming calls abandoning ABD AVERAGE TIME Average time a caller waited before being answered WAITING AVERAGE TIME ABD Average time a caller waited before abandoning GOS The Grade of Service figure the percentage of calls answered within your service target time Management Reports 73 Agent Profile Report The
25. Center Reporting Multiple Client from a Business Communications Manager sse 18 Installing Nortel Networks Call Center Reporting Multiple Client for a CallPilot 2 0 Installation en mmm 19 Applying Security to the Call Center Reporting Shared Folder 20 Troubleshooting Nortel Networks Call Center Reporting Installation 22 Troubleshooting Nortel Networks Call Center Reporting ssssss 23 Folders created on the Call Center Reporting Multiple Client PCs 26 Using Nortel Networks Call Center Reporting 27 Starting Nortel Networks Call Center Reporting 27 Entering Nortel Networks Call Center Reporting Log In 27 Exiting Nortel Networks Call Center Reporting Master Client Log Out 28 Closing the RDB Server on the Master Client PC 29 Call Center Reporting Main Window eee 29 Love 5 ctii etum ds it io dtes errr errr bes test etate az edt aa bi 30 M EE 30 System System Manager level only sss 30 Manageme nite NiO ss iiic iubeat obse tbt cci tiet dit edidi 30 AI m 31 aj 31 Configuring Nortel Networks Call Center Reporting 33 INTO AUCTION RES 33 Configure window tabs ooococonncccnnnococinononcccnn nono cano nnnn nennen nennen nnne 3
26. Introduction This guide is designed to assist a System Manager in the installation set up and operation of Nortel Networks Call Center Reporting Nortel Networks Call Center Reporting is common to both the Business Communications Manager and the CallPilot 2 0 Call Center systems On these e platforms the software is simply referred to as Nortel Networks Call Center Reporting and this is how it 1s referenced within this document Use this guide as an ongoing reference This chapter tells you what to expect as you read this guide and how information in this guide is presented How this guide is organized The Nortel Networks Call Center Reporting Set Up and Operation Guide is organized according to the following chapters How to use this guide provides a brief overview identifying the organization of this guide System Overview describes the overall functionality of Nortel Networks Call Center Reporting provides a package checklist and explains the software involved Installing Nortel Networks Call Center Reporting describes installation prerequisites and how to install the Nortel Networks Call Center Reporting Master Client and the Nortel Networks Call Center Reporting Multiple Client software This chapter also provides diagnostic and recovery procedures for problems that might occur while setting up and operating Nortel Networks Call Center Reporting Using Nortel Networks Call Center Reporting describes
27. Master Client PC This folder contains the application files used by Nortel Networks Call Center Reporting Master Client It also contains the Call Center Reporting configuration database Another folder is created on the installation drive of the Master Client PC inside the folder mentioned above This second folder is called Program Files Nortel Networks VCall Center Reporting Stats and contains the stored statistical data This folder is not created on the Multiple Client PCs Do not rename move or delete these folders although you may need to change the Network Share Name of the Program Files Nortel Networks Call Center Reporting folder see page 17 Note Before Nortel Networks Call Center Reporting will operate correctly you must 1 enable the Call Center Reporting Software Keycode For Software Keycode information refer to the Software Keycode Installation Guide Note that if the Keycode that is being entered is for Call Center Professional and the Keycode for Keycode for Call Center Basic has previously been entered the Call Center platform must be closed down and restarted 2 Also the IP Address of the Call Center Platform must be entered in the Security tab of the Nortel Networks Call Center configuration See Page 38 3 The IP address or the Network Computer Name PC name of the Master Client must be entered in CallPilot Manager TCP IP Protocol The Call Center platform and Nortel Networks Call Center Reporting use t
28. Millennium Edition 4 9 3000 Windows NT 4 00 1381 Windows 2000 5 00 2195 Windows XP Professional Version 2002 Installing Nortel Networks Call Center Reporting 3 Introduction This chapter describes installation prerequisites how to install the Nortel Networks Call Center Reporting Master and Multiple Client software troubleshooting tips and the folders created on the Nortel Networks Call Center Reporting Master and Multiple Client PCs Installation prerequisites Before you install Nortel Networks Call Center Reporting Master Client software you must 1 Be familiar with the Call Center and the Windows operating system used by your PC 2 Ensure that the Call Center is installed and configured 3 Ensure that the Call Center platform is connected to and is operational on the network to which the Nortel Networks Call Center Reporting Master Client PC is connected 4 The Master Client address has been set in the Call Center Platform and the Call Center Reporting Software Authorization Code has been entered The Master Client address is found in CallPilot Manager under Call Center General Properties The Master Client address is the address where the real time data stream for Call Center Reporting purposes is delivered You must enter the host name the fully qualified domain name or the IP address of the computer that is running the Call Center Reporting Master Client The Master Client Address appears only if you use Call
29. NORTEL NETWORKS Nortel Networks Call Center Reporting Set Up and Operation Guide www nortelnetworks com 2001 Nortel Networks P0995910 Issue 01 09 2 Table of Contents Table of contents Introduction ec eto tao et tee a D tae 5 How this guide is organized ssssssssssee eene eene 5 Other documents pi adi 6 Systemi OVOTVI Wicca hei 7 INTOdUCION ep atari 7 SYSTEM SOMWANG ccoo cidcid cote panccstanbbeettaindecssbencaettaastcietabiesstebadecie ems 7 PC requirements ettet hah rex eti bua teet emt tex e eet 8 Operating System Compatibility senem 9 Installing Nortel Networks Call Center Reporting 11 INTO UCI I 11 Installation prerequisites sssseeeeem mem nnns 11 Installing Nortel Networks Call Center Reporting Master Client software 12 TOPAP Protocol itt eon attt an tei ed ete xe er eie 12 Checking whether The Windows Networking Component Is Installed 13 Installing Nortel Networks Call Center Reporting Master Client from a Business Communications Managger sssee 13 Installing Nortel Networks Call Center Reporting Master Client for a CallPilot 2 0 Installation eeen m mH 15 Master Client PC File Sharing seen meme 15 Installing Nortel Networks Call Center Reporting software onto additonal PCs 5 2 ectetuer n fete Den tem en et 17 Installing Nortel Networks Call
30. Networks Call Center Reporting Status opens a window that shows the Nortel Networks Call Center Reporting status and any diagnostic messages from the RDB Server The Data Log is always running The Data Log can be closed and a new Data Log started from this window when advised to do so by your distributor You can only do this if you have signed in with access to the Configuration Management Info Statistical Set up allows you to specify settings which affect the display or reporting of information Real Time displays the Real Time screens to allow you to monitor the activity within and performance of your Call Center Current Reports display or print reports relating to the current hour or the current day Historical Reports display or print reports relating to information gathered and stored before the current day Abandoned Caller ID Report display or print the Abandoned Caller ID report Skillset level only 901 950 Print Schedule set up automatic print schedules to have selected reports printed automatically at designated times Using Nortel Networks Call Center Reporting 31 Configuration Report display or print the Configuration settings for your entire System 900 or a single Skillset 901 950 Window Selecting Window provides a drop down menu with options to change the appearance of the windows or to close active windows Help Help Topics opens the on line help About Nortel Networ
31. PC you can enter either the IP Address or the network machine name of the PC the name by which the PC is identified on the network If the IP Address is used to identify the ip View Wallboard or ipView SoftBoard the Nortel Networks Call Center Reporting WallBoard configuration must be updated to reflect any changes to the IP Address of the WallBoard device If the IP Address of a physical Wallboard or an ipView SoftBoard software wallboard changes the Nortel Networks Call Center Config must be updated to e reflect the new IP Address of the Wallboard device Wallboard Title A Wallboard Title is a line of fixed text on the top line of the Wallboard It is typically used to indicate the Skillset or System to which a Wallboard has been assigned A Title can be up to 16 characters long Wallboard Buzzer The Wallboard Buzzer option ensures that whenever a Message Alarm Schedule or Summary is sent to the Wallboard a buzzer will sound and prompt the agents to view the information being displayed Wallboard Summary The Wallboard Summary option will automatically display information on the performance of your call center Information is displayed on the hour for the previous hour and for the day so far The Parameters displayed during a summary are Abbreviation Description IH Total number of Incoming calls for the Hour ID Total number of Incoming calls for the Day OH Total number o
32. TGOING TALK TIME Time the agent spent on outgoing calls BREAK TIME Time the agent spent in post call break time 74 Management Reports Summary Report The objective of the Summary report is to provide a complete summary of the Call Center activity and performance during the defined period The period covered by the report can be daily weekly or monthly Note that this report only looks at the Call Center Lines See the description on Page 59 of the possible differences between Agent and Line stats The report highlights key statistics such as abandoned calls Grade of Service and call waiting times The Last Peak and Average performance figures are shown for comparison The Last figures are the figures of a single previous period For example if the Summary Report is a daily Summary report looking at a Tuesday the Last figures will be for the previous Tuesday The Average figures are the averages of all previous periods excluding the period of the current report For example if the Summary Report is a daily Summary report looking at a Tuesday the Average figures will be for all previous Tuesdays excluding the current Tuesday on which the report was viewed The Peak figures are the figures for the previous period which had the highest number of Incoming Calls For example if the Summary Report is a daily Summary report looking at a Tuesday the Peak figures will be for the Tuesday which had the highest recorde
33. UNNING THE MULTIPLE CLIENT SOFTWARE e NO single PC MAY BE USED TO RUN BOTH SETS OF SOFTWARE IF YOU HAVE MULTIPLE BUSINESS COMMUNICATIONS MANAGER OR CALLPILOT INSTALLATIONS AT YOUR PREMISES CONNECTED TO A SINGLE NETWORK THEN YOU CAN HAVE MORE THAN ONE MASTER CLIENT BUT EACH MASTER CLIENT MUST BE DRIVEN BY A SINGLE BUSINESS COMMUNICATIONS MANAGER OR CALLPILOT PC requirements The minimum requirements of the PC required to run Nortel Networks Call Center Reporting software either as a Master Client or Multiple Client depends upon whether or not the PC is dedicated to running Nortel Networks Call Center Reporting or if it shares its resources with other applications See below for the minimum requirements for your circumstances Minimum PC specifications System Overview 9 IBM Compatible PC Microprocessor speed 120MHz dedicated PC 166MHz shared PC RAM 16Mb dedicated PC 32Mb shared PC Hard disk drive space for application 10Mb Hard disk drive space for data per year 15Mb Windows 95 rev B or later version operating system Network Interface Card TCP IP protocol SVGA display Mouse or other Windows compatible Pointing Device Operating System Compatibility Nortel Networks Call Center Reporting has been verified for correct operation on the following Operating Systems Operating System Version Windows 95 4 00 950 B Windows 98 4 10 2222 A Windows
34. UTGOING CALL TIME CALLS Number of outgoing calls made by agents OUTGOING CALL TIME AVERAGE Average call duration time of an agent outgoing call BREAK TIME CALLS The number of times an Agent was placed in Break Time BREAK TIME AVERAGE Average duration of each post call break time System Capacity Report The System Capacity Report shows how often and for how long the call center was working at its maximum capacity The line information shows the number of occasions when all lines were busy together with the total amount of time for which this condition prevailed Note that this only includes Lines which are uploaded from the Call Center therefore Target Lines are not added to these totals The agent information shows the number of times that there were no agents available and the total amount of time for these periods Note that the System Capacity entries represent the cumulative amount of time for those periods in which all Lines were in use or all active Agents were unavailable across all Skillsets This is not the same as summing all of the Skillset values The System Capacity figure in the report represents those times when portions of the individual Skillset maximum capacity periods overlapped with those from all other skillsets For example the following section from a report shows two skillsets and a System Capacity System Capacity Entire System 2 00 35 Skillset Sales 3 01 25 Support 4 02 15 This
35. ad the Skillset information and to change the default Passwords for access to the Skillset Level the Supervisor Password If no information is uploaded from the Call Center the Skillset names will default to Skill01 Skill02and so on to Skill50 and the Passwords will default to 901 902 950 Skillset names are truncated to 7 characters when they are Uploaded from the Call Center so for ease of identification they should be entered into the Call Center in a fashion which makes their first 7 characters unique Uploading the Skillset information from the Call Center platform 1 Click the Skillsets tab 2 Click the Upload Skillset Data button 3 The Config Update dialog appears and the Skillset configuration information is transferred from the Call Center platform to the Nortel Networks Call Center Reporting application and added to the configuration database of the Master Client PC The name of the Skillset currently being added to the configuration database is displayed as a means of tracking the upload progress see page 36 Should have a screen cap 4 The transfer of information to the Nortel Networks Call Center Reporting is practically instantaneous The progress indicator is actually showing the information being written to the configuration database During this period the Nortel Networks Call Center Reporting application is operating as normal it is still tracking Agent and Line activity and recording these activities int
36. anager Main window 2 Click Configuration Report To view the Skillset Supervisors Configuration Report 1 Sign In or Sign Through to the Skillset of interest 2 Click Management Info from the menu bar 3 Click Configuration Report Management Reports 79 ICI Networks Call Center Reporting System Manager Level View System ManagementInfo Window Help ele 2 e ojala gt X Manager Configuration Report Barrel To Bottle Wines Red Street White City California USA 1 Skillset Sales Sales Sales Sales Sales Sales Sales Sales Sales Service Service Service Service Service Service Service Service Service Service Support Support Support EI System setup For Help press F1 The Configuration Report To print the Configuration Report 1 Click Level from the System Manager Main window 2 Click Print Note The Configuration Report is only available for printing while the report is open on the screen Print Schedule Note that you must be logged in with configuration rights to set the Print Schedule Management reports can be scheduled to print out automatically at a set time For example reports can be printed at night when the call center is closed or once a month for the previous month The Abandoned Caller ID Report can be scheduled to print more frequently due to the significance of the information 80 Management Reports Scheduled printing is set up fro
37. arget Lines are transferred to Nortel Networks Call Center Reporting This is normal Agents Select this tab to upload or view the details of your agents Note In order that Nortel Networks Call Center Reporting truly reflects the activity or status of the Agents it is important that the Agent configuration correctly reflects the programming of your Call Center system Nortel Networks Call Center Reporting only gathers data from the Call Center system The configuration does not affect the operation of the Call Center system Agent names are truncated to 7 characters when they are Uploaded from the Call Center so for ease of identification they should be entered into the Call Center in a fashion which makes their first 7 characters unique Uploading the Agent information from the Call Center platform 1 Click the Agents tab 2 Click the Upload Agent Data button 3 The Config Update dialog appears and the Agent configuration information is transferred from the Call Center platform to the Nortel Networks Call Center Reporting application and added to the configuration database of the Master Client PC The name of the agent currently being added to the configuration database is displayed Config Update Updating Config Agent Dean Nortel Networks Call Center Reporting Config Upload Window 4 The transfer of information to the Nortel Networks Call Center Reporting is practically instantaneous The progress indicator
38. atures it is recommended that the shared folders are given some measure of protection This will prevent access to the Call Center Folder from unauthorized users Also some viruses are known to take advantage of un protected shared folders as a means of gaining entry to networked PCs in order to infect them Your Network Administrator may advise you of which Windows features to use but listed below are typical scenarios involving Windows 95 98 and Windows NT Windows 2000 Installing Nortel Networks Call Center Reporting 21 The scenarios below assume you have accepted the default installation names and locations for Nortel Networks Call Center Reporting If you changed the folder names or their locations substitute the appropriate folder names in the following examples Windows NT Workstation cannot connect to a shared folder on a Windows 95 PC If you have Windows NT Workstation PCs which are going to be running the Nortel Networks Call Center Reporting Client the Nortel Networks Call Center Reporting Master PC should not be running Windows 95 Applying Security to the Call Center Reporting Folder in Windows 95 and Windows 98 l 2 5 Using the Windows Explorer browse to the Program Files Nortel Networks folder Right Click on the Call Center Reporting folder The Call Center Reporting Properties window appears Ensure the Full option is checked in the Access Type list In the Full Access Password field e
39. ave Logged In to Nortel Networks Call Center Reporting on a Multiple Client PC and the Call Center platform has been restarted you will have to Log Out and Exit from the Nortel 24 Installing Nortel Networks Call Center Reporting Networks Call Center Reporting and re start Nortel Networks Call Center Reporting once the Call Center platform has been re started If you had selected the Access to Configuration option before the Master Client PC was re set you might see the following dialog box when you try to Log In again with the Access to Configuration option selected Nortel Networks Call Center Reporting N System Manger is currently signed in with access to configuration Multiple access to Configuration denied Continue Signing in without access to Configuration E No Nortel Networks Call Center Reporting Access to Configuration Denied dialog box Check that no other users have Logged In with the Access to Configuration option selected If there are no other users Logged In with the Access to Configuration option selected the restriction placed on the Access to Configuration option will time out after 15 minutes Wait for 15 minutes and then re try Run Time Error 3043 When using Windows 2000 or Windows NT If you see the following error message when you try to start Nortel Networks Call Center Reporting Nortel Networks Call Center rt i x Error Code 3043 Source DAO DbEngine Desc Disk or network erro
40. ck and highlight the Alarm to edit Click Properties and edit the Alarm as required Click OK to save the changes 46 Wallboards Deleting a Wallboard Alarm 1 From the Alarm tab click and highlight the Alarm to be deleted 2 Click Remove 3 Click Yes when prompted Wallboard Schedules A Wallboard Schedule specifies a time and day s when a Wallboard Message is automatically displayed on the Wallboard Examples would be to schedule a Message to display as a weekly reminder of a fire alarm test or to remind your agents to log in at the start of the working day An audible Buzzer accompanies Wallboard Schedules if this option is configured in the Wallboard Settings tab Creating a Wallboard Schedule 1 From the main menu click Management Info 2 From the drop down menu select Wallboard The Schedule tab shows any Schedules that have been previously created 3 Click New 4 From the drop down menu option titled Day select the day s you want to display a Message 5 In the field titled Time enter the time of day you want the message to be sent using 24 hour format 6 From the drop down menu option titled Message select the Message you want to send 7 Click OK to save the Schedule Editing a Wallboard Schedule 1 From the Schedule tab click and highlight the Schedule to be edited 2 Click Properties and edit Schedule as required 3 Click OK to save the changes Deleting a Wallboard Schedule
41. d analysis packages but no support is provided to third parties undertaking these activities beyond the supply of this information Field names in bold form part of the index for the table The term Group in the field and table names relates directly to the term Skillset Report Table The Report table contains System statistics and report types System statistics refer to all Skillsets groups Field Name Field Type Description datetime Date Time beginning of time period e g for hourly report it will be 98 03 04 12 00 98 03 05 1 00 etc datetimeEnd Date Time used in Monthly and Weekly reports to keep track of the last time the report was updated from the Daily report reportType Byte indicate whether it is an hourly 1 daily 2 weekly 3 or monthly 4 report version Integer numeric version number of RDB module not used incomingTalkTime Long total talk time for incoming calls busyTime Long total busy time allA gentBusyCount Long number of times when all agents were busy unavailable allLineBusyCount Long number of times when all lines were busy in use totalTimeAllAgentBusy Long total duration of all occasions when all agents were busy total TimeAllLineBusy Long total duration of all occasions when all lines were busy notes Memo Not used ansTime0 6 Long specifies the time bin interval for the Answered call report abnTime0 6 Long speci
42. d count of Incoming Calls The other figures in the Peak Column are the other statistics for that particular period they are not necessarily peak values in themselves The Exchange Line Utilization figure represents the amount of time that the Lines were in use either incoming or outgoing and both by Call Center Agents and non Call Center users Note that this only includes Lines which are Configured within Call Center Reporting Target Lines etc are not added to these totals Management Reports 75 2 Nortel Networks Call Center Reporting System Manager Current Daily Report File View Report Window Help Slelsal ela amp amp cl S M Summary Report Day of Week Last Peak al 0 Total Abandoned cas ol Total Out Mode cals J 0 ri Total Overtiowed Cals ol Day of Week 03 25 0 Last Peak Averages Average Time to Answer 00 01 00 00 00 00 00 0 Average Time to Abandon 00 00 00 01 00 0 Monday T T T T T 00 ooo ooooj 0009 0000 00 00 Humerical Summary Out Md Outgoing Calla Calla 00o00o0o00o Ii 0oocooocoodo i cD0Ooocooooaodo Ii O0OonoOooocoocdo joooooooo i O0Oonoooaodocdo For Help press F1 Summary Report Numerical View Printing reports Reports may be printed on demand from the Report Manager window Printouts can also be scheduled to print at certain time on chosen day every week or month using the Print Schedule option Print schedul
43. d in the Skillset Real Time Chart window includes Skillset Real Time Chart Number of lines on incoming calls Number of lines on outgoing calls Number of lines with calls waiting Number of lines with calls waiting gt alarm Number of lines available for calls Number of agents on incoming calls Number of agents on outgoing calls Number of agents in the not ready state Number of agents available to take calls Real Time information 57 The information displayed in the Skillset Real Time Agents window includes Skillset Real Time Agents Names of all agents on incoming calls and the duration minutes and seconds Names of all agents on outgoing calls and the duration minutes and seconds Names of all agents who are in the not ready state with the duration minutes and seconds Names of all agents who are available to take calls minutes and seconds The Skillset Real Time Status window shows three boxes containing the following information Traffic Status Total number of lines allocated to the Skillset Number of incoming calls currently being received on these lines Number of outgoing calls being made on these lines Number of incoming calls waiting to be answered Number of calls waiting gt alarm time threshold Waiting time of the oldest call in the Skillset call queue minutes and seconds Agent Status
44. d within the target time and quantifies the level of service offered to incoming callers Traffic Analysis tab This option allows for the information in the Call Profile Report and Summary Report to be displayed in increments of either Y hour or one hour time periods Peak tab This option allows for the statistical peaks recorded in the Summary Report to be automatically reset The option can be disabled or reset on either a weekly monthly or yearly basis Monthly peaks will be reset on the last day of the month Yearly peaks will be reset at midnight on the last day of the selected month Average tab This option enables the statistical averages recorded in the Summary Reports to be automatically reset The option can be disabled or reset on either a weekly monthly or yearly basis Real Time Information 8 Introduction Nortel Networks Call Center Reporting provides comprehensive Real Time management information that is constantly updated approximately every 3 seconds Dynamic factors such as network traffic which are beyond the control of Nortel Networks Call Center Reporting may affect the frequency of the Real Time screen e updates This does not affect the running of your system nor does it affect the statistical information which is being gathered Nortel Networks Call Center Reporting will automatically re synchronize the Real Time screens once the networks conditions permit The Real Time screens reflect t
45. desktop of the Master Client PC Note At the same time the RDB Server will automatically open and start to collect data from the Call Center When the RDB Server is operational an icon in the form of a bar graph will be shown on the Windows taskbar on the Master Client PC Desktop The IP Address of the Call Center Platform MUST have been entered in the Security tab of the Configuration window before the RDB Server will allow connections from the Call Center Platform See the section titled Authorized IP Address on e Page 38 RDB Server taskbar icon Note The first time Nortel Networks Call Center Reporting is started on the Master Client it will create the Configuration Database which is required for the RDBServer to operate correctly Because of this ensure that the first time you start Nortel Networks Call Center Reporting on the Master Client you start it by double clicking on the Call Center Reporting icon on the desktop of the Master Client PC You can also start Nortel Networks Call Center Reporting by clicking on Start Programs Nortel Networks Nortel Networks Call Center Reporting 2 To start a Nortel Networks Call Center Reporting Multiple Client double click on the Call Center Reporting Client icon on the desktop of the Multiple Client PC Remember for the Multiple Client s to operate correctly the RDB Server on the Master Client must already be running Entering Nortel Networks Call Cen
46. e Call Center is closed down and restarted and Agents Log In to the Call Center before the Master Client software has been restarted The following procedures explain how to recover from data loss between the Call Center and the Master Client PC For each situation perform the steps in order Starting or Restarting the Call Center and Nortel Networks Call Center Reporting Master Client When starting the system for the first time or intentionally restarting the system after a controlled power down 1 Start the Call Center platform 2 Start the Nortel Networks Call Center Reporting Master Client Note If agents are allowed to log in before step 2 is completed their activities before the Nortel Networks Call Center Reporting has re started will not be recorded To recover from an unintentional close down of the RDB Server Shut down Nortel Networks Call Center Reporting Master Client Ensure that the Call Center is still running Restart Nortel Networks Call Center Reporting Master Client Agents who are not currently logged into the system may now log in ee te Note If agents are allowed to log in before step 3 is completed or if there are agents who were logged into the Call Center before the RDB Server was closed down their activities before the Nortel Networks Call Center Reporting has re started will not be recorded Starting or Restarting the Call Center and Nortel Networks Call Center Reporting Multiple Client If you h
47. e Previous Ten Skillsets options on the Management Info menu to change which group of 10 Skillsets is displayed System Graphical Real Time Agents provides a tabular view of the status of all of the Agents in all of the Skillsets The Agents can be sorted by Agent name Status duration Skillset name or current Status Nothing is displayed below the Status button it is purely used for sorting System Numerical Real Time Lines provides a numerical representation of the line related information Real Time information 53 System Numerical Real Time Agents provides a numerical representation of the agent related information and the service level currently being offered by each Skillset 4 Nortel Networks Call Center Reporting System Manager DES Level View System Management Info Window Help le al el zale lt l gt W System Graphical Real Time Lines MA Incoming Outgoing P3 waiting Alarm Serice Design l Researe T Develop T TechDep T Dispate T Warense Wl System Graphical Real Time Agents Sor _ Agent Duration Skillset Status Legend Incoming B Outgoing NotReady E Available Bl gt Alarm II JOHN 02m22 Sales CHARLIE 00m30 Sales Agent017 00m17 Sales System level Graphical Real Time Screen The information displayed in the graphical windows includes System Graphical Real Time Lines Waiting Time of the Oldest Call Number of
48. e of all agents IO Networks Call Center Reporting Service File View Report Window Help eese 7 n S Average Time Report Lines WAITING TIME INCOMING CALLTIME ABANDONED CALL TIME CALLS AVERAGE CALLS AVERAGE CALLS AVERAGE 0 00 08 0 00 57 0 00 00 0 00 08 0 00 57 0 00 00 0 00 00 0 00 00 0 00 00 0 00 00 0 00 00 0 00 00 0 00 00 0 00 00 0 00 00 0 00 00 0 00 00 0 00 00 Average Time Report Agents INCOMING CALL TIME OUTGOING CALL TIME BREAK TIME CALLS AVERAGE CALLS AVERAGE CALLS AVERAGE 0 00 57 45 0 01 40 0 00 09 0 00 00 0 00 57 0 00 00 0 00 00 0 00 00 0 00 09 0 0 0 00 00 45 0 01 40 0 00 00 For Help press F1 Average Time Report Numerical Skillset level 70 Management Reports The line information includes Title Description WAITING TIME CALLS Number of incoming calls answered WAITING TIME AVERAGE Average waiting time prior to being answered INCOMING CALL TIME CALLS Number of incoming calls answered INCOMING CALL TIME AVERAGE Average duration of an incoming call ABANDONED CALL TIME CALLS Number of incoming calls that abandon ABANDONED CALL TIME Average time a caller waits before abandoning AVERAGE The agent information includes Title Description INCOMING CALL TIME CALLS Number of incoming calls answered by agents INCOMING CALL TIME AVERAGE Average duration of an agent incoming call O
49. e platforms are only referenced specifically by name in areas of this document describing the installation of the Call Center Reporting application software on Pages 13 14 17 amp 18 Nortel Networks Call Center Reporting helps you manage the peaks and troughs in call traffic The following Real Time information is available e Call waiting times e Queue length that is the length of the queue of calls waiting to be answered in your Skillset e Agent status Nortel Networks Call Center Reporting e Provides a comprehensive range of management reports that has information critical for accurate business planning e Has the ability to support multiple Wallboards which can be individually configured to display the information that the agents require System software The software that sends data to Nortel Networks Call Center Reporting is integral to the Call Center and the Call Center platform The Nortel Networks Call Center Reporting software has two separate components the user interface known as the Graphical User Interface or GUI and the RDB Server The user interface is used to configure Nortel Networks Call Center Reporting and to view the management information One PC on your network must be running the Nortel Networks Call Center Reporting Master Client software known as the Master Client This is the PC which communicates with the Call Center application The Master Client PC gathers information called event data
50. ent folder and NOT the Call Center Reporting Master t folder There can only be one PC on your network e Configured as a Master Client 5 Click on the Setup exe file and then click Open The Browse window closes 6 Click on OK in the Run dialog 7 The Nortel Networks Connects Splash Screen and the Nortel Networks Call Center Reporting Welcome screens appear 8 The Choose Destination Location window appears 9 Click Next to accept the default location To change the folder location click Browse choose another folder location and then click Next 10 As installation proceeds a number of status dialog boxes appear indicating the progress of the installation The Setup Complete window appears Note You will be asked for the Network Name of the Master Client PC during the installation of the Multiple Client software YOU MUST enter the Network Name of the Master Client PC for the Multiple Client software to operate correctly Do not enter the IP Address of the Master Client PC Applying Security to the Call Center Reporting Shared Folder To prevent unauthorized access to the Call Center Reporting folder you may specify which users can connect to the folder and what control they have once they have connected This is achieved by use of the Windows security features Whilst it is not a functional requirement that the Call Center Reporting folder be protected using any of the Windows security fe
51. ent is tracked correctly on the Real Time screens and in the reports but they are identified as Agntxxx as described above Agent and Skillset names are truncated to 7 characters when they are Uploaded from the Call Center so for ease of identification they should be entered into the Call Center in a fashion which makes their first 7 characters unique Management Reports 9 Introduction Nortel Networks Call Center Reporting automatically collects and collates statistical data from the Call Center From this data Nortel Networks Call Center Reporting produces a comprehensive range of management reports to help you manage the performance of your call center The reports are updated and stored on the hard disk of your PC and can be viewed on the screen or printed as a hard copy The information can be accessed from the two operational levels e System level these reports provide information on the performance of the complete Call Center system The reports show the totals for each Skillset e Skillset level these reports provide information on the performance of individual Skillsets The reports show the details for each individual line and individual agent in the Skillset The operational level of the reports which you can see or print is dictated by the level into which you have Logged In If you Logged In as the System Manager 900 then you will be able to access reports at the System level and by using the Sign Through
52. eports 3 Click Hourly or Daily as required The Report Manager window will now open and the title bar will reflect your selection Refer to the section on Report Manager later in this chapter for details on how to view individual reports Accessing Historical Reports Historical Reports allow you to specify a period to report on which may be outside of the current day The time period required is selected from a calendar Note that if you use the Calendar to select today s date then the Daily and Hourly reports that you will be able to generate are the Management Reports 61 same as those you can access from the Current Reports menu options or tool bar icons If you wish to view reports for today you will find it more convenient to use the Current Reports options Information from the Daily reports is rolled forwards into the Weekly and Monthly reports on the passing of midnight If you look at a Weekly or Monthly report for a Week or Month that has not expired yet it will be current up to midnight of the previous day To access a Historical Report 1 Click Management Info from the Main window 2 Click Historical Reports The Historical Report calendar window will open with the current month displayed Historical Report x August 2000 August y 2000 y Close Tue Wed Thu Fn Sat Hourly Daily Weekly Monthly Help The Calendar window 3 Select the month required from the drop d
53. ers access to my files Click on the OK button the computer will prompt you to restart your PC After the restart open the drive onto which you installed the Nortel Networks Call Center Reporting software by default this is the C Drive using Windows Explorer Right click on the folder marked Program Files Nortel Networks Call Center Reporting One of the drop down options is Sharing Click on this to show the following dialog Installing Nortel Networks Call Center Reporting 17 Call Center Reporting Properties El E General Sharing Already shared via C C Not Shared Shared As Share Name CALL CENTER Comment Access Type C Read Only Full C Depends on Password Passwords ReadOnly Password Full Access Password Cancel Apply Sharing the Call Center Reporting Folder 7 Click Shared As Make sure that the name displayed is Call Center with a single space between the word Call and the word Center and that there are no extra spaces after the word Center Note that you are NOT changing the Folder Name you are changing the Network Share Name This is the name that the Multiple Client PCs will t use to locate the Call Center Reporting folder on the Master PC across the e network This DOES NOT rename the actual physical folder on the Master PC 8 Under Access Type click Full Leave the Password box blank 9 Repeat steps 6 to 8 for the second folde
54. eue Time for the longest waiting call in the call queue for this Skillset secs To change the Parameters to be displayed click the drop down menu arrows and highlight your new selection If the Wallboard Title option is selected the Parameters on the top line are replaced with the fixed text chosen for the title of the Wallboard Wallboards 43 Once a Wallboard has been allocated to either a Skillset or the System and is configured with the required Parameters the Wallboard will immediately begin to function and display the required information Wallboard Messages Alarms and Schedules Wallboard Messages Text Messages can be sent to your agents via the Wallboards Messages can contain words as well as numerical information Parameter values and can be up to 70 characters long When Messages are displayed they scroll from right to left until the entire Message has passed over the Wallboard at least three times An audible Buzzer accompanies Wallboard Messages if this option is configured in the Wallboard Settings tab The maximum number of Messages that can be created is 32 The Messages are stored in a library accessible from either the System or Skillset level They can be manually sent to the Wallboard s scheduled to be sent on a particular day and time Wallboard Schedule or used in conjunction with any alarm status Wallboard Alarm Creating a Wallboard Message 1 From the System Manager Main window click
55. f Outgoing Calls for the Hour OD Total number of Outgoing Calls for the Day AH Total number of Abandoned Calls for the Hour AD Total number of Abandoned Calls for the Day SH Grade of Service for the Hour SD Grade of Service for the Day 42 Wallboards Wallboard Parameters To select which parameters to display on a Wallboard click the Parameter tab Wallboard Properties Wallboard 1 x Settings Parameter Parameter P1 P4 OT E Pala sfs J Pajo Pe a y Parameter Information Number of calls in the Queue Cancel Apply Help The Wallboard Parameter window The available Parameters are Abbreviation Description ID Number of Incoming calls received in the current Day IH Number of Incoming calls received in the current Hour AD Number of Abandoned calls in the current Day AH Number of Abandoned calls in the current Hour OD Number of Outgoing calls made in the current Day OH Number of Outgoing calls made in the current Hour SD Grade of Service offered in the current Day 96 SH Grade of Service offered in the current Hour AO Number of Agents on Outgoing calls Al Number of Agents on Incoming calls AA Number of Agents Available to receive calls AN Number of Agents in the Not Ready state AL Number of Agents Logged in QL Current Queue Length number of calls in the call queue for this Skillset QT Current Qu
56. fies the time bin interval for the Abandoned call report 88 Statistical Database Table Formats Group Report Table The Group table contains group Skillset statistics To calculate counts such as the number of incoming calls for the group sum the number of incoming calls for the lines not agents some of the calls may have been answered by non agents Field Name Field Type Description Datetime Date Time beginning of time period groupNumber Byte group number groupName Text 10 group name numAllLineBusy Long number of times when all lines in the group were busy totalTimeAllLineBusy Long total duration when all lines in the group were busy numAllA gentBusy Long number of time when all agents in the group were busy totalTimeAllAgentBusy Long total duration when all agents in the group were busy Agent Report Table The Agent table contains agent statistics Field Name Field Type Description datetime Date Time beginning of the time period groupNumber Byte group number the agent belongs to agentSubgroupNumber Byte agent subgroup number the agent belongs to will always be 1 agentNumber Integer agent number agentName Text 10 agent name noOverflow Long number of overflowed calls the agent answered inCall Long number of incoming calls noCallAnswer Long number of calls answered noOutcall Long number of outgoing calls noCallAD Long number of calls
57. from the Call Center platform l 2 Click the Lines tab Click the Upload Line Data button The Config Update dialog appears and the Line configuration information is transferred from the Call Center platform to the Nortel Networks Call Center Reporting application and added to the configuration database of the Master Client PC The name of the line currently being added to the configuration database is displayed as a means of tracking the upload progress the Config Update dialog is shown on page 36 The transfer of information to the Nortel Networks Call Center Reporting is practically instantaneous The progress indicator is actually showing the information being written into the configuration database During this period the Nortel Networks Call Center Reporting application is operating as normal it is still tracking Agent and Line activity and recording these activities into the statistical database and doing so using the newly transferred information When the upload is completed the word Finished appears in the Config Update dialog and the OK button becomes available non greyed out See page 60 Click OK 36 Configuring Nortel Networks Call Center Reporting Note Target Lines which are programmed into the Call Center do not need to be transferred to Nortel Networks Call Center Reporting If you perform an Upload action when you have some Target Lines programmed into the Call Center you will see that only the non T
58. gathered by the system as it has been used and the configuration data files which contain the settings and preferences that have been supplied by the user and which are used to determine the behavior of the application These files are left on the hard disk to make it easy to uninstall and re install the same version of Nortel Networks Call Center Reporting You may wish to do this if some application files have been deleted in error or if a patch version is being installed The statistical files can either be removed or they can remain Note that only the Master PC will contain statistical files Client PCs do not collect statistical data Upgrade Process In broad terms the upgrade process is 1 Close down Nortel Networks Call Center Reporting and the RDBServer 2 Uninstall the previous Nortel Networks Call Center Reporting version 3 Install the new Nortel Networks Call Center Reporting version Make sure that the Nortel Networks Call Center Reporting application and on the Master PC the RDBServer have been closed down before you start the upgrade process e 86 Upgrading Nortel Networks Call Center Reporting 1 0 Close Down Nortel Networks Call Center Reporting 1 Click on the Exit option in the File menu of the GUI and then provide the System Manager ID and Password and click the OK button 2 Double click on the RDBServer icon in the tooltray Click on the Exit button and then provide the System Ma
59. he current status of the agents and the Call Center lines This dynamic feedback empowers a System manager to more effectively manage the performance of the call center Real Time Information can be viewed at either System Level or at Skillset Level System Level shows the real time status and performance of lines and agents across all Skillsets of the Call Center system Skillset Level shows the real time status and performance of lines and agents in a single Skillset Note that Agent times are displayed in one of two formats depending on the duration of the time being displayed If the duration is less than 59 minutes and 59 seconds the time will displayed as minutes and seconds with the minutes and seconds separated by a colon 10 minutes and 30 seconds would be displayed therefore as 10 30 Ifthe duration is greater than 59 minutes and 59 seconds the time will displayed as hours and minutes with the hours and minutes separated by an h for hours A time of 1 hour and 25 minutes would be displayed therefore as 01h25 Agent State Duration Timers Note that the Real Time screen Agent durations reflect the time that each Agent has been in their current Agent state since their previous Agent state That is the Real Time Agent State duration timer returns to zero each time the Agent changes state For example if an Agent has been in the Available state for 10 minutes their name will be displayed within a blue block on the screen w
60. he industry standard TCP IP protocol for communication between the Call Center and the Nortel Networks Call Center Reporting Master Client PC and also for communication between the Master Client PC Installing Nortel Networks Call Center Reporting 13 and the Multiple Client PC s This means the Windows Network component is required for all Nortel Networks Call Center Reporting Client PCs both for the Master Client and for the Multiple Clients The Nortel Networks Call Center Reporting installation process does not install the Windows Network component For instructions on installing the Windows Networking component refer to your network or Windows documentation Checking whether The Windows Networking Component Is Installed To check that the Windows Network component is set up properly on a PC in order for it to operate as a Nortel Networks Call Center Reporting Master or Multiple Client PC the following steps must be performed Note If your company has a network administrator check with your administrator before changing any network configuration parameters 1 Start the Windows system on the PC that will have the Nortel Networks Call Center Reporting Client application installed 2 On the Windows taskbar click Start point to Settings and then click Control Panel The Control Panel window appears If you are using the Windows 2000 operating system double click instead on Networking and Dial up Connections The Networking a
61. he report back to a numerical format again Note The Answered Call Abandoned Call Incoming Call and Call Profile reports can all be viewed in both numerical and graphical formats Reports viewed at a System level will show information summarizing the totals for each Skillset Reports viewed from a Skillset level provide more detailed information showing individual lines and individual agents If a report contains information relating to both lines and agents two windows will be displayed split equally across the screen Some reports may contain more information than can be displayed on the screen at one time In this case click inside the report window to activate the scroll bar The scroll bar appears on the right hand side of the window Report Types Answered Call The Answered Call Report shows the total number of calls that were answered and the percentage of calls that were answered in the time frames configured in the Answer Time Bins The report shows both line and agent information Management Reports 65 Nortel Network I Center Reporti File View Report Window Help Tor eS E A sun x au aj ayAnswered Call Report Lines CALLS 00 20 00 40 lt 01 00 lt 01 20 lt 01 40 02 00 360 7596 2596 0 0 0 0 67 33 0 0 0 0 100 0 0 0 0 0 0 0 0 0 0 0 0 0 0 096 0 0 0 0 0 096 096 0 0 0 0 0 0 0 0 0 0 096 096 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 096 096 096 0 0 0
62. hese can be configured to re transmit their received data called echoing to other Wallboards which can be a mixture of ipView Software Wallboards or hardware Wallboards Similarly any of these other ip View Software Wallboards may be configured to echo to other Wallboards In this way any number of IP Wallboards may be driven from a single Nortel Networks Call Center Reporting application Different parameters can be displayed on each Wallboard Wallboards can also be configured to display text messages and alarm conditions Wallboard installation The Wallboard s must be physically connected to the local area network on which your Nortel Networks Call Center Reporting Master Client is running Refer to installation documentation supplied with your Wallboard Note The IP Address you set on a new Wallboard must correspond to the IP Address that you configure in Nortel Networks Call Center Reporting Wallboard configuration To add a Wallboard or change the settings of an existing Wallboard 1 From the System Manager Main window click System 2 From the drop down menu select Configure 3 Click the Wallboard tab 40 Wallboards Note The window displays each of the possible 16 Wallboards with their current settings If a particular Wallboard is not assigned it will be listed as Not Used 4 Click and highlight the Wallboard number required 5 Select Properties 6 A window will open with two tabs labeled Settings and Para
63. hlight the Message you want to send 2 Click Send Note Ifthe Message is sent from the System level then after clicking Send a dialog box will open with the option to send the Message to either the System Wallboard only or to All Wallboards Click the option required 3 Click OK to sent the Message Wallboard Alarms A Wallboard Alarm can be set up so that when a specific Parameter reaches a critical threshold either a Message is sent to the Wallboard or if no Message is required the alarmed Parameter on the Wallboard will flash Wallboard Alarms can be used to alert your staff of a critical condition such as too many calls in the Skillset call queue or too many Agents in the not ready state An audible Buzzer accompanies Wallboard Alarms if this option is configured in the Wallboard Settings tab If the Alarm condition is still true following an alarm from Nortel Networks Call Center Reporting being sent to the wallboards a new alarm is sent If you have configured the alarm to send a scrolling message then you will not be able to see the actual parameter values on the wallboard as these are cleared before the message is scrolled Repeated alarm messages will obscure the parameter Wallboards 45 values for the duration of their scrolling If this is happening on your site and you do not wish it happen then you can configure static alarms These are blinking alarms without messages Remember ifthe a
64. ify any sort criteria When you are ready click on Next The Finish dialog appears Ensure that the Return Data to Microsoft Excel radio button is checked and then click Next Excel then allows you to choose the location of the data within the current sheet or to create a new sheet 84 Upgrading Nortel Networks Call Center Reporting The selected Call Center Reporting data should now be visible in your spreadsheet Note Although Microsoft Query is included with Microsoft Office it is not installed as a standard part of Microsoft Excel If you are prompted that Microsoft Query is not installed do you wish to install it now you must obtain the Microsoft Office CDs and install Microsoft Query as guided by the on screen prompts Upgrading Call Center Reporting 11 Introduction These instructions outline the procedure required to successfully upgrade Nortel Networks Call Center Reporting e These instructions cover both the Nortel Networks Call Center Reporting Master Client commonly known as the Master and Nortel Networks Call Center Reporting Multiple Client commonly known as the Client e These instructions apply to Nortel Networks Call Center Reporting whether used in conjunction with the CallPilot 2 0 platform or the Business Communications Manager platform When it is uninstalled Nortel Networks Call Center Reporting purposely leaves some files behind These files contain the statistical data which has been
65. ill always be able to tell to which level you have Logged In to or signed through to The following menu options are available to select Level Log In allows you to access configuration and management information Sign Through System Manager level only allows you to obtain a skillset level view without having to Log Out from System Manager level and then Log In again using the Skillset level ID and Password The Sign Through dialog appears which displays all of the 50 Skillsets You can sign through to a Skillset by double clicking directly on the name of the Skillset or by highlighting the Skillset you wish to sign through to and then clicking the OK button Print allows you to print management reports Log Out allows you to exit without closing the user interface Log Out amp Exit allows you to exit and close the user interface View Toolbar displays the Toolbar when selected The toolbar consists of various shortcut icons When the mouse pointer is positioned over an icon a description of the icon function is displayed Status Bar displays the Status Bar when selected The status bar appears at the base of the main window and offers a description of either a shortcut icon under the mouse pointer or an option selected from the main menu System System Manager level only Configure opens the main configuration window if the Access to Configuration option was checked during the Log In process Nortel
66. ime Long total duration when the agent was in busy state Not Ready inCall Long total number of incoming calls the agent answered inCallTime Long total duration of incoming call talk time outCall Long total number of outgoing calls the agent made outCallTime Long total duration of outgoing call talk time wrapup Time Long total duration the agent was in wrap up state Break Time 90 Statistical Database Table Formats Summary Report Table The Summary table contains group summary statistics for the Summary report Field Name Field Type Description datetime Date Time beginning of the time period groupNumber Byte group number this summary belongs to inCall Long number of incoming calls noCallAnswer Long number of calls answered noCallABT Long number of calls answered after threshold noOutgoingCall Long number of outgoing calls noA bandonCall Long number of abandoned calls noNtCall Long number of night calls Out Mode noOverflow Long number of overflow calls totalTimeAllLineBusy Long total duration when all the lines in the group were in use totalHoldTime Long total duration when an agent was in hold state not used totalInTime Long total duration when an agent was in incoming talk state totalAbandonTime Long total duration of customer waiting time before abandon Total Report Table The Total table is contains group total and peak statistics for the Summary Report
67. ime Screens If an Agent has been on an Outgoing Call in excess of the Outgoing Call Duration Threshold he is displayed in Red The module within the Nortel Networks Call Center Reporting application which communicates to the Call Platform and writes Call Center statistics to the reports databases Information is available at System Manager level and at Skillset Level that displays the current states of the System or Skillset Lines and Agents This information is refreshed approximately every 3 seconds These displays are called the Real Time Screens Additionally information can be displayed on hardware and software TCP IP enabled wallboards to provide Real Time information to the Call Center Agents A collective term for the Abandoned Time Bins and the Answered Time Bins Transmission Control Protocol Internet Protocol A protocol developed by the US Department of Defense for communications between computers It has become the de facto standard for data transmission over networks including the Internet TCP and IP are transport and address protocols TCP is used to establish a connection for data transmission and IP defines the method for sending the data in packets A string of text displayed on the top line of a wallboard This restricts the wallboard to being able to display 3 parameters only The Skillset Agent and Line information is not manually entered in the Nortel Networks Call Center Reporting configuration it is Up
68. ing folder on the Nortel Networks Call Center Reporting Master PC 2 Try to access this folder and you will be prompted for the Full Access password for the shared folder Supply the password In Windows 95 and Windows 98 ensure the Save this password in your password list check box is checked and click OK In Windows NT and Windows 2000 you must also supply the User Name you wish to connect as 3 Right click the folder name in the Windows Explorer tree and select the Map Network Drive option 4 Select the drive letter you wish to map the Call Center Reporting shared folder to it is recommended that you accepting the default value In Windows 95 and Windows 98 ensure the Reconnect at logon checkbox is checked and click OK 5 Whenever a new logon session is started the user is automatically connected to the Call Center Reporting shared folder and the Nortel Networks Call Center Reporting Client can then be started as usual If the Full Access password was saved in your password list by Windows you will not need to supply a password If it was not you will be prompted for the Full Access password of the Call Center Reporting folder once at the start of each logon session e B Troubleshooting Nortel Networks Call Center Reporting Installation Nortel Networks Call Center Reporting will detect whether the Windows OLE component is correctly installed on the target PC If the OLE component is not present on the
69. ing is described in detail later in this chapter To print a report from the Report Manager window 1 Click File from the menu bar 2 Select Print This will open the Print Option window 76 Management Reports Print Option x Report Type T Answered Cal Abandoned Call Call Profile Incoming Call Agent Profile Agent Activity Summary Average Time Format Numerical C Numerical amp Graphical C Graphical Cancel Help The Print Option window Click the Report Type s to be printed Click the Format required Click Print Note Ifa Graphical format is chosen for any reports that are only available in a numerical format the report will not print Abandoned Caller ID Report The Abandoned Caller ID Report provides a detailed record of all abandoned calls The system stores Abandoned Caller ID information for seven days this includes the current day The most current information automatically replaces the oldest information This report is only available for individual Skillsets not for the System level To view the Abandoned Caller ID Report l 2 From the System Manager Main window click Management Info Click on Abandoned Caller ID Report Select the day required Click Open Management Reports 77 aj Nortel Networks Call Center Reporting Manager Sales Level View Managementlnfo Window Help i Te xl a al cele fq Aband
70. it might be necessary to delete or rename to something like OLDMSCAL OCX the previous MSCAL OCX file from the Windows System32 or WINNT System32 folder before performing the installation Also note that Microsoft Office loads a version of the MSCAL OCX file into Program Files Microsoft Office Office If you have Office in one language and Call Center Reporting in another Windows will use the Office version of the MSCAL OCX in flavour of the Call Center Reporting supplied one Windows Socket Upgrade for Windows 95 PCs If you are using a PC running Windows 95 version B or later and you have difficulties connecting to the Call Center Platform or see sporadic or slow updates to the Nortel Networks Call Center Reporting Real Time screens you may require an upgrade for the Windows Sockets components for your PC Download the W95ws2Setup exe file from the following Microsoft World Wide Web site http www microsoft com windows95 downloads contents wuadmintools s wunetworkingtools w95sockets2 default asp Graphical Real Time colors not displaying in their default colors The Real Time screens use the following colors to represent the various Line and Agent states Agent or Line State Color Incoming Green Outgoing Yellow 26 Installing Nortel Networks Call Center Reporting Not Ready Grey Available Blue Alarm Red Waiting Light Blue On a very few PCs the default col
71. ith the time showing as 10 minutes If they then make an Outgoing call their name will be displayed within a yellow block and the timer will return to zero and start to count the duration that the Agent has been in the Outgoing Call state Upon completion of the Outgoing Call they will again return to the Available state and will be shown in blue on the Real Time screen The Agent duration timer will again return to zero and will indicate the on going time that the Agent has been in the Available state since their last state the Outgoing Call state 52 Real Time information It is important to realise that the Real Time Agent State duration timers do not indicate which Agent will be the next one to receive a Call Center Call The distribution of the calls is governed by the Call Center not by Nortel Networks Call Center Reporting The timer used in the Call Center distribution processes is called the Least Busy Timer and it maintains fair distribution of Incoming Call Center Calls by ignoring the non Call Center Call activities of the Agents For example imagine there are only two Agents in the Call Center and they are both on Incoming Call Center Calls Agent One clears down their Call Center Call Agent Two remains on their Call for another three minutes and then they clear down the Call Agent One will show a longer Available time on the Real Time screen than Agent Two But if Agent One changes state for any reason if they Make themsel
72. k Exit 3 You will be prompted for the System Manager User ID and Password If you do not enter these correctly the RDB Server will not close down Note It is recommended that the RDB Server is always operational so that statistical data from the Call Center is continuously collected Call Center Reporting Main Window The Main window opens after Log In The features of Nortel Networks Call Center Reporting are accessed from this window The menu options which are available depend on the whether you Logged In to the System Manager level 900 or to a Skillset level 901 950 Also whether the System Manager selected the Access to Configuration option will affect the options which are available The level you have Logged In to is displayed in the title bar of the Main window This reads System Manager if you have signed in as the System Manager If you have Logged In at Skillset level the name of the Skillset is shown If the Skillset has not been given a name in the Configuration settings then the word Skill and the Skillset number will be shown for example Skill08 If you have Logged In as System Manager and then used the Sign Through option to sign through to a Skillset for example Skillset 1 and Skillset 1 has been named Support the title bar would read Nortel Networks Call Center Reporting Manager Support 30 Using Nortel Networks Call Center Reporting By looking at the title bar of the Main Window you w
73. ks Call Center Reporting displays the software version number and copyright information Configuring Nortel Networks Call Center Reporting 5 Introduction Nortel Networks Call Center Reporting gathers data on events that occur within your Call Center system For meaningful and accurate information to be collated Nortel Networks Call Center Reporting must be suitably configured The configuration options can be accessed from the System Manager menu by selecting System and then Configure The Configure window consists of a set of named tabs which can be selected to enter view or change the configuration The Skillset information Line information and Agent information is transferred to Nortel Networks Call Center Reporting from the Call Center platform when you request to Upload these sets of information You do not manually enter these sets of information This is discussed below in the Skillsets Lines and Agents sections Company Skillets Lines Agents Stat Time Bin Wallboard Security Name Barel to Bottle Wines 0000000000000 Street ed Stes 0000000000000 aa St Prov soma Zip Code County JUSA Site tt OK Cancel Apply Help Configure window 34 Configuring Nortel Networks Call Center Reporting Configure window tabs Company Use this tab to enter details of your company Your Company Name will be included in any printed reports Skillsets Select this tab to uplo
74. larm sends a wallboard message once the configured alarm threshold has been met the wallboard will not display stats until the alarm condition is no longer met and the alarm message disappears Creating a Wallboard Alarm 1 Ze 9 From the main menu click Management Info From the drop down menu select Wallboard The Wallboard window will open Click the Alarm tab This will show any Alarms that have been previously created Click New From the drop down menu option titled Parameter select the Parameter that you want to use as the alarm trigger From the drop down menu option titled Function choose whether the alarm is to be triggered when the Parameter value is less than or equal to lt equal to or greater than or equal to gt the value entered in the Threshold box In the Threshold box enter the numerical value that will be used to trigger the alarm Note The system knows whether the number entered in the Threshold box relates to a number time in seconds or a percentage depending upon the chosen parameter From the drop down menu option titled Message select the message to be displayed when the Alarm is triggered Note If you select No Message then if the Parameter is being displayed on the Wallboard when an alarm condition is triggered the numerical value will flash Click OK to save the Alarm and close the window Editing a Wallboard Alarm 1 2 3 From the Alarm tab cli
75. lated as follows Answered Total Number of Calls Answered Abandoned Calls which Abandoned Service Calls answered after the Servic Threshold G of S Answered Servic x 100 Answered Abandoned For a Line The Line has an Incoming Call on it which has been answered For an Agent The Agent is engaged on an Incoming Call or is still in the Break Time from their previously handled Incoming Call The Incoming State is shown as Green in the Real Time Screens If an Agent has been on an Incoming Call in excess of the Incoming Call Duration Threshold he is displayed in Red Installation directory of the Nortel Networks Business Communications Manager or CallPilot Call Center Reporting Master Client For Agents only Either the Agent has entered the Not Ready state to indicate they are not Available to take calls or the Call Center has placed them in the Not Ready state because a call was unanswered at their handset or the Agent is active on an internal call Glossary of Terms 95 Outgoing State RDBServer Real Time Stat Time Bins TCP IP Title Upload Waiting State The Not Ready State is shown as Grey in the Real Time Screens If an Agent has been Not Ready in excess of the Not Ready Duration Threshold he is displayed in Red For a Line The Line is in use on an Outgoing Call For an Agent The Agent is engaged on an Outgoing Call The Outgoing State is shown as Yellow in the Real T
76. lines with incoming calls Number of lines with outgoing calls Number of lines with calls waiting Number of lines with calls waiting gt alarm Number of lines available for calls System Graphical Real Time Agents Names of all agents logged in Status of all agents logged in 54 Real Time information Status duration of all agents logged in Skillset name to which each agent belongs 2 Nortel Networks Call Center Reporting System Manager 8 x Level View System Managementlnfo Window Help aaga Exp al els i System Numeric Real Time Lines Skillset Outgoing Incoming Oldest Call Sales 2 00 00 Service 00 00 Support 00 00 Design 00 00 Research 00 00 Develop 00 00 TechDept 00 00 Dispatch 00 00 Warehse 00 00 Factory 00 00 ShowRoom 00 00 TeleSale 00 00 Admin 00 00 HR 00 00 PR 00 00 Lab 00 00 2 50000605000000000000 2000000000000 02 6 2 2 cO0cOococooooooococococococ ctu OOnocococooooooococococo Im System Numeric Real Time Agents Service Status 00 09 Skillset Available Incoming NotReady Outgoing Abandoned Grade of Service Sales 0 100 Service 100 Support 100 Design 100 Research 100 Develop 100 TechDept 100 Dispatch 100 Warehse 100 Factory 100 ShowRoom 100 TeleSale 100 Admin 100 HR 100 PR 100 oooo0o000c 0c 00000 OoOo00000 00 00 00NN cooocooooooooocdocc oooo0o000 0c 0 0007000 eouo
77. ll Center Reporting Statistical Data into Microsoft Excel eeeeeeessse 82 INTO UCI p x 82 Location of the Statistical Database Files ssee 82 Statistical Database File Naming Conventions ssseeeee 82 Looking at the Statistical Data with Microsoft Excel sseeesese 83 Upgrading Call Center Reporting eeeeeeeeeee 85 Introduction ts o E IR 85 Upgrade Process a odore Hd nien 85 1 0 Close Down Nortel Networks Call Center Reporting s 86 2 0 Uninstall the Nortel Networks Call Center Reporting 86 3 0 Install the new Nortel Networks Call Center Reporting version 86 Statistical Database Table Formats eee 87 Introduction itt RD re Ert e t ea Rd e 87 Report Tables st etre teme Pert sa EDO o teo tte rr tede ae sieut 87 Group Report Table 9 t e eee DD Pen TUER OR Dedi 88 Agent ReportTable vivas ih eer beet ca eto det dtu e di 88 Line Report Table ree dte teer E Re p edere 89 Detail Agent Report Table rre ttr ERE ette e er dS 89 summary Report Table iere dee ded rdb e 90 Total Report Table ooooooccccocccococococccccnnccononnononcnnnnnnnn nano no ncnnnnnncnnnnnn nemen eren nnns 90 Unu sed Tables O 91 Glossary OF Terms etit eee epe eee EDS ER UR E EPe Deve REDE Nair 93 How to use this guide 1
78. loaded from the Call Center For Line only The Line has a call queuing on it that cannot be distributed to the Agents in the Skillset 96 Glossary of Terms Wallboard The Waiting State is shown as Blue in the Real Time Screens or as Red if the queued call has been waiting in excess of the Call Waiting Alarm Threshold A device which is used to display information to the Call Center Agents also called Reader Boards Nortel Networks Call Center Reporting drives TCP IP enabled hardware WallBoards and SoftBoards from the ip View range of wallboards Index 97 Index A Abandon Time Bins 66 Abandoned Call Report 66 Abandoned Caller ID Report 76 Abandoned calls 37 41 42 55 74 76 93 Accessing Current Reports 60 Adding a Wallboard 39 Adding lines 34 35 36 Agent Activity Report 68 Agent Profile Report 73 Agent State Duration Timers 51 Agent Status 7 50 57 Agents 7 23 36 41 42 43 44 46 50 51 53 54 55 56 66 68 70 71 73 Alarm conditions 39 Alarm Threshold 45 Answer Time Bins 64 Answered Call Report 64 65 Assigning Wallboard 40 Authorised IP Address 27 38 Average tab 50 Average Time Report 69 B Break Time 55 57 69 70 73 Business Communications Manager Call Center 5 6 7 12 94 Buzzer 40 41 43 44 46 C Calendar 25 60 61 Call Center performance 41 51 59 72 74 Call Center platform 7 8 11 12 23 24 33 34 35 36 Call
79. m the System Manager Main window To schedule a print run 1 Click Management Info on the menu 2 Click Print Schedule This will open the Print Schedule window Daily Weekly Monthly Abandoned Caller ID IV Activate Print Schedule r Report Type Report Format v Answered Call Numerical V Abandoned Call C Graphical C lineom Ead Numerical amp Graphical Agent Activity Day of the Week Sunday Average Time mH System Capacity Tuesday Call Profile P Wednesday l Thursday J Agent Profile Vv Fiiday Summary Saturday Print Time 20 00 Cancel Apply Help Print Schedule window 3 Click Activate Print Schedule on the Daily Weekly and Monthly tabs as required 4 Click the Report Type to be printed in this schedule 5 Click the Report Format required Note Ifthe Graphical option is chosen then those reports that are only available in a numerical format will appear greyed out and will not be printed 6 Click the day and or time as required Note For Daily and Weekly schedules a day and time must be entered For Monthly schedules a time must be entered as the day will automatically be set to the first day of the following month Management Reports 81 7 Click the Abandoned Caller ID tab and select a time Interval for printing the Abandoned Caller ID report Note that the Abandoned Caller ID report is only available at Skillset level 901 950
80. meters Wallboard Settings Wallboard Properties Wallboard 1 x Settings Parameter Assigned to IP Address Network Name skin 10 1 1 203 Title Options Title M Summary Title v Buzzer OK Cancel Apply Help The Wallboard Settings window In Settings you select whether the Wallboard will be assigned to a Skillset or to the System the IP Address of the Wallboard whether a Title will be displayed and whether a Summary and Buzzer will be required An explanation of each of the Settings is as follows Wallboard Assignment From the drop down menu select which option the Wallboard is to be assigned The options are System Skill01 Skill02 Skill50 or Not Used If you have given your Skillsets other names these will be displayed in the drop down menu IP Address Network Name A hardware ipView WallBoard will have been assigned an IP Address when it was installed Enter the IP Address for the ip View WallBoard into this field The IP Address of each ip View WallBoard must be unique Wallboards 41 Note that the Nortel Networks Call Center Reporting expects the IP Address of the ip View WallBoard to remain constant If it is altered the Nortel Networks Call Center Reporting WallBoard configuration should be amended to match This will not happen without manual intervention on a hardware ipView WallBoard If the WallBoard is an ipView SoftBoard running on a
81. nager ID and Password and click the OK button then click on the OK button in the verification dialog 2 0 Uninstall Nortel Networks Call Center Reporting From the Start menu highlight Settings and click on Control Panel Double click on Add Remove Programs From the list of installed applications select Call Center Reporting Click the Add Remove button in Windows 2000 this is labeled Change Remove Click the Yes button on the confirmation dialog Quas ua pa 3 0 Install the new Nortel Networks Call Center Reporting version Install the Nortel Networks Call Center Reporting Master Client or Nortel Networks Call Center Reporting Multiple Client in the usual fashion according to the Nortel Networks Call Center Reporting Set Up and Operating Guide e Fora Business Communications Manager installation the software is loaded from the Web Install Page as described in the SUOG e Fora CallPilot 2 0 installation the software is loaded from the CallPilot 2 0 Documentation and Client Software CD as described in the SUOG Statistical Database Table Formats 11 Introduction This chapter describes the fields in the tables contained within the statistical database tables of the Nortel Networks Call Center Reporting product Please note this information is supplied to allow third parties to use the data within the Nortel Networks Call Center Reporting statistical databases to create their own customer reports using their own reporting an
82. nd Dial up Connections window appears 3 Double click on the Network 2x icon The Network window appears with the Configuration tab displayed If you are using Windows 2000 operating system double click instead on the Local Area Connection icon e and then click on the Properties button Lak 4 Check that TCP IP appears on the list of installed network components If TCP IP is not on the list click Add to install this protocol using the Windows installation instructions or refer to your network administrator Installing Nortel Networks Call Center Reporting Master Client from a Business Communications Manager Windows NT Workstation cannot connect to a shared folder on an Windows 95 PC If you have Windows NT Workstation PCs which are going to be running the Nortel Networks Call Center Reporting Client the Nortel Networks Call Center Reporting Master PC should not be running Windows 95 e lt 14 Installing Nortel Networks Call Center Reporting 10 11 12 Exit any Windows programs that are running Start your internet Browser such as Internet Explorer or Netscape and use it to connect to Port 6800 on the Business Communications Manager Do this by entering into the browser Address Bar the IP Address of the Business Communications Manager and the Port number in the following format http 10 10 10 1 6800 Remember to substitute the IP Address of your Business Communications Manager for the
83. nter a password and then click on the Apply button You will be asked to re enter the password to verify it Re enter the password and click OK The confirmation window closes Click OK to close the Call Center Reporting Properties window Applying Security to the Call Center Reporting Folder in Windows NT and Windows 2000 2 Using the Windows Explorer browse to the Program Files Nortel Networks folder Right Click on the Call Center Reporting folder The Call Center Reporting Properties window appears Select the Security tab Click on the Permissions button If there is an entry for Everyone remove it Click the Add button Select from the list of users and PCs those users and PCs you wish to allow to connect to the Call Center Reporting folder In Windows NT you must click the See Users button in order to have the users displayed in the list When you have selected the users or specified the PCs you wish to allow to connect to the Call Center Reporting shared folder click on OK In the Call Center Reporting Properties window click on the Permissions button Allocate Full Control as the Type of access for your selected users PCs Connecting to a Protected Shared Folder from a Client PC You must now set up the PC s on which the Nortel Networks Call Center Reporting Client application will be running 22 Installing Nortel Networks Call Center Reporting 1 Using Windows Explorer browse to the Call Center Report
84. o the statistical database and doing so using the newly transferred information 5 When the upload is completed the word Finished appears in the Config Update dialog and the OK button becomes available non greyed out See page 60 6 Click OK If Nortel Networks Call Center Reporting has been in operation with the existing Skillset names and you are uploading changes to the Skillset names modified Skillset names you may need to close down and re start the user interface screen and the RDBServer in order to force the system to use the newly uploaded Skillset names in the reports o Configuring Nortel Networks Call Center Reporting 35 Setting the Password for Logging In to a Skillset in Call Center Reporting Supervisor Password l 2 Lines Click the Skillsets tab Click the Skillset for which you wish to set the Password Click Password The Skillset Password window will open Enter the new password in the New Password field The Password must be a 3 digit number between 100 and 999 You must re enter the Password in the Confirm Password field Click OK Select this tab to upload or view the details of your Call Center lines Note Nortel Networks Call Center Reporting only gathers data from the Call Center system The configuration does not affect the operation of the Call Center system Line details changed at this point are for reporting purposes only Uploading the Line information
85. ococooocococoocosdocdccs System level Numerical Real Time Screen The information displayed in the numerical windows includes System Numerical Real Time Lines Skillset name Total number of available lines Number of calls waiting Number of calls waiting gt alarm Number of outgoing calls in progress Number of incoming calls in progress Queue time for the oldest waiting call The mode of operation In or Out System Numerical Real Time Agents Skillset name Number of agents currently available Number of agents on incoming calls Number of agents in the not ready state Real Time information 55 Number of agents on outgoing calls Number of abandoned calls 15 min period Grade of Service offered 15 min period Skillset level If you have Logged In at Skillset Level 901 950 or have used the Signed Through option from the System Manager level to a Skillset level you can display the Skillset level Real Time screens as follows From the Main window menu click Management Info then select Real Time Selecting Real Time opens three Windows Skillset Real Time Chart provides a pie chart view of the current status of lines and agents in the Skillset Above the pie charts is a legend explaining what the colors shown on the pie charts represent Note that the Waiting light blue and gt Alarm Red colors are used to represent call
86. oned Caller ID Report DATE TIME CALLER ID 2000 08 03 14 43 30 441244123456 2000 08 03 14 43 31 001140323432 2000 08 03 14 43 40 441244987554 2000 08 03 14 43 45 441244246810 2000 08 03 14 44 11 001413666555 2000 08 03 14 44 20 01244808080 For Help press F1 LINE NAME TIME WAITED LineD1 00 00 11 Line03 00 00 10 Line04 00 00 20 Line05 00 00 25 LineD1 00 00 41 LineO2 00 00 48 The Abandoned Caller ID Report The information displayed includes Title Description DATE Date the call arrived TIME Time the call arrived CALLER ID Telephone number of the caller who abandoned LINE NAME Line name the caller was attempting to contact TIME WAITED Time the caller waited prior to abandoning To print the Abandoned Caller ID Report 1 With the report open on the screen click Level 2 Click Print The report will now be printed 78 Management Reports Printouts can also be scheduled to print automatically at time intervals from every 30 minutes to once every 24 hours Refer to the Print Schedule option which is described in detail later in this chapter Configuration Report This report will display all the configuration settings of your Nortel Networks Call Center Reporting system at System Manager level 900 or the configuration settings for your Skillset at Skillset level 901 950 To view the System Manager Configuration Report 1 Click Management Info from the System M
87. ors do not appear as listed above To obtain the default colors as listed above switch to a higher or lower color mode setting Right click on the PC desktop and select Properties from the pop up menu Select the Settings tab and adjust your color settings to suit Folders created on the Call Center Reporting Multiple Client PCs Unless you choose to select a different installation destination during the installation of the Nortel Networks Call Center Reporting Master and Multiple Client software a folder will be automatically created on the installation drive of the PC called Program Files Nortel Networks Call Center Reporting This folder will contain the application files used by Nortel Networks Call Center Reporting If you do choose an alternative destination during the installation process your folder will have the name you selected Do not rename move or delete this folder Note There is no folder called Program Files Nortel Networks VXCall Center Reporting Stats on the PCs used to run Nortel Networks Call Center Reporting Multiple Clients These PCs refer to the data in the Program Files Nortel Networks VCall Center Reporting Stats folder on the Master Client PC in order to display statistical information Using Nortel Networks Call Center Reporting 4 Starting Nortel Networks Call Center Reporting 1 To start the Nortel Networks Call Center Reporting Master Client double click on the Call Center Reporting icon on the
88. ou to change the Stat Time Bins to cater for differing needs which may arise without affecting your previously gathered statistics The valid values that you can enter into the Time Bins are from 00 00 to 59 59 and the values must be progressively higher so Time Bin 2 is greater than Time Bin 1 Time Bin 3 is higher than Time Bin 2 and so on Wallboard Select this tab to configure Wallboard s Wallboard configuration is covered in detail in Chapter 6 of this guide 38 Configuring Nortel Networks Call Center Reporting Security Allows the System Manager Log In password to be changed from the default value of 900 Also allows the IP Address of the authorized Call Center to be specified Password The password must be a three digit number between 100 and 999 If the password is changed from the default value and then forgotten the only way to restore the default value of 900 is for Nortel Networks Call Center Reporting to be un installed and re installed You do not need to empty nor remove the Program Files Nortel Networks Call Center o Reporting Stats folder however all other contents of the Program Files Nortel Networks Call Center Reporting folder must be removed When Nortel Networks Call Center Reporting is re installed it will reset the password back to the default value of 900 Note This will default your entire system back to a day one condition with no Configuration details You do not need to remove the
89. ou to view and open report in a numerical format Report This option displays a list of the reports available to view This list will depend on whether or not you selected to view information for a Skillset or the System The full list is as follows Answered Call Abandoned Call Incoming Call Agent Activity Average Time System Capacity Call Profile Agent Profile Summary Management Reports 63 Window Selecting Window provides a drop down menu with options to change the appearance of the windows or to close active windows Help Help Topics opens the on line help About Nortel Networks Call Center Reporting Shows version and copyright information Beneath the Report Manager main menu bar is a row of icons which are shortcuts to the various options When the mouse pointer is positioned over the top of an icon a tool tip will appear When the report is open the icon will be greyed out Viewing Reports Reports are viewed from the Report Manager window _ Oo u The Report Manager window The available reports are shown when the Report option is selected To view the required report click the title of the report required 64 Management Reports By default all reports open in numerical format Some reports are also available in a graphical format and this can be selected by clicking View and then Graph Selecting Numeric from the View menu option changes t
90. ow appears Click Next to accept the default location To change the folder location click Browse choose another folder location and then click Next As installation proceeds a number of status dialog boxes appear indicating the progress of the installation The Setup Complete window appears In order for Multiple Client PCs to have access to the Master Client PC the network must be set up correctly and the Multiple Client PCs must be able to see and access the Call Center Reporting and Stats folders on the Master Client PC There are certain settings on the Master Client PC that need to be correctly set See the Section titled Master Client PC File Sharing below Master Client PC File Sharing Note Windows NT Workstation and Windows 2000 users only need to follow steps 5 to 9 above remembering to set the type of access required in step 8 by clicking on the Permission button Set Permissions to Full 16 Installing Nortel Networks Call Center Reporting To set up the Master Client PC to allow file sharing l Click on the Start button and then click Settings Select Control Panel and then Network and highlight Client for Microsoft Networks Click on the button marked File and Print Sharing File and Print Sharing 24 x IV want to be able to give others access to my files IV want to be able to allow others to print to my printer s E Cancel Click the option for File Sharing I want to be able to give oth
91. own menu 4 Select the year required from the drop down menu 5 Select the time period from the following list of options e To view reports for an individual hour click the day required and then click the Hourly button You will be presented with a list of hours for which there is data Click your selection and then click OK 62 Management Reports e To view reports for a whole day click the day required and then click the Daily button e To view reports for a whole week click on any day in that week and then click the Weekly button e To view reports for a whole month click on any day in that month and then click the Monthly button Note These buttons will only be highlighted and available for selection if statistical data is stored for that time period After selecting the required time period the Report Manager window will open and the title bar will reflect your selection Refer to the next section on Report Manager for details on how to view individual reports Report Manager window The Report Manager window allows different management reports in different formats to be selected and viewed on the screen Reports can also be printed from this window The Report Manager menu bar offers the following options File Print allows you to print management reports Close closes the Report Manager window View Graph allows you to view and open report in a graphical format if available Numeric allows y
92. r Help File jeterr35 hlp e Run Time Error 3043 Dialog Box Check that the TMP environment variable is set to point to a valid temporary folder usually called TEMP and that the disk on which the folder resides is not full In Windows NT the environment variables can be accessed as follows 1 Click Start 2 Point To Settings 3 Click Control Panel 4 Click System 5 Select the Environment Tab Installing Nortel Networks Call Center Reporting 25 In Windows 2000 the environment variables can be accessed as follows 1 Click Start 2 Point to Settings 3 Click Control Panel 4 Click System 5 Select the Advanced Tab 6 Click the Environment Variables button Statistical Calendar showing in a different Language than the rest of Call Center Reporting If you see the calendar within Call Center Reporting in a different language to the rest of Call Center Reporting for example you might have selected German at installation time and the calendar is showing in English this section will help you to correct the problem The calendar is a Microsoft supplied component held in a file called MSCAL OCX It is available in various languages If Call Center Reporting has been installed once in a given language subsequent installs of other languages might not overwrite this file with the version required for your language To install a different language on top of a previous language version of Call Center Reporting
93. r called Program Files Nortel Networks Call Center Reporting Stats This should be shared as Stats Installing Nortel Networks Call Center Reporting software onto additional PCs 18 Installing Nortel Networks Call Center Reporting The Nortel Networks Call Center Reporting Multiple Client software can be loaded onto additional PCs so that multiple Supervisors Managers can access the information stored on the Master Client PC This is known as having Multiple Clients Also see the sections above titled TCP IP Protocol and Master Client PC File Sharing Windows NT Workstation cannot connect to a shared folder on an Windows 95 PC If you have Windows NT Workstation PCs which are going to be running the Nortel Networks Call Center Reporting Client the Nortel Networks Call Center Reporting Master PC should not be running Windows 95 Installing Nortel Networks Call Center Reporting Multiple Client from a Business Communications Manager Exit any Windows programs that are running Start your internet Browser such as Internet Explorer or Netscape and use it to connect to Port 6800 on the Business Communications Manager Do this by entering into the browser Address Bar the IP Address of the Business Communications Manager and the Port number in the following format http 10 10 10 1 6800 Remember to substitute the IP Address of your Business Communications Manager for the 10 10 10 1 shown in the example above
94. s that are waiting and those that have waited in excess of the Alarm Threshold These colors will only appear in the Line pie chart and will not appear in the Agent pie chart Skillset Real Time Agents provides a graphical status of all agents in the Skillset with the current duration Note that agents remain in the Incoming State green until their Break Time Post Call Completion has expired Agents that have remained within the Not Ready Incoming or Outgoing states in excess of the Real Time thresholds will be shown in red in the Skillset Real Time Agents window Skillset Real Time Status provides numerical information on the status of the traffic on the lines agent activity and level of service being offered 56 Real Time information 2 Nortel Networks Call Center Reporting Manager Sales 8 x bovo Micw gt Marayementinto Window Help al xp ens Im Skillset Real Time Chart rf xd me Skillset Real Time Agents Available NotReady Ml gt Alarm X Incoming Waiting Outgoing E Available Adam i Skillset Real Time Status BEE Traffic Status Agent Status Sevice Status Number of Lines Log In Time Elapsed 00 11 Incoming Incoming Grade Of Service 100 Outgoing Outgoing Total Calls 12 Call Waiting Available Abandon Calls 0 No Beyond Alarm Not Ready Operation Mode In Oldest Call Skillset level Real Time Screen The information displaye
95. s there is no line information associated with this report When viewed from a Skillset level individual agent details are displayed Skillset totals are available from the System level ej Nortel Networks Call Center Reporting Service File View Report Window Help ee Se 4215 Flr iu S Tot ERES Activity Report LOG IN INCOMING OUTGOING BREAK NOTRDY AVAILABLE TIME TIME TIME TIME TIME TIME 10 10 59 1 26 26 1 15 08 0 13 34 0 00 00 7 15 51 3 24 08 0 00 00 0 00 00 0 00 00 0 00 00 3 24 08 3 23 27 1 26 26 0 00 00 0 13 34 0 00 00 1 43 27 0 00 00 1 15 08 0 00 00 0 00 00 2 08 16 For Help press F1 Management Reports 69 Agent Activity Report Numerical View Skillset level The agent information includes Title Description LOG IN TIME Time spent logged in to the Call Center INCOMING TIME Time spent on incoming calls OUTGOING TIME Time spent on outgoing calls BREAK TIME Time spent in post call break time NOT RDY TIME Time spent in the not ready state AVAILABLE TIME Time spent available to make or receive calls Average Time Report The Average Time Report displays the average time a caller waits prior to either being answered by an agent or abandoning due to no answer When viewed at System level the averages for all Skillsets can be compared When viewed at Skillset level this report shows the average incoming and outgoing call duration of each agent relative to the averag
96. s will enable you to change the Configuration settings for the Call Center Reporting software If you are Logging In as the System Manager 900 you will be able to change all of the Configuration settings If you are Logging In at Skillset Level 901 950 you will only be able to change some settings directly related to that particular Skillset User ID 300 Password a Cancel di Nortel Networks Call Center Reporting Log In dialog box 5 Click OK Note With the Access to Configuration option enabled Nortel Networks Call Center Reporting monitors the PC for user activity on the keyboard or the mouse As a security precaution after a period of 15 minutes with no activity the user is automatically logged out Exiting Nortel Networks Call Center Reporting Master Client Log Out To Log Out and leave the user interface screen open Using Nortel Networks Call Center Reporting 29 1 Select Level and then click Log Out To Log Out and close the user interface 1 Select Level and click Log Out amp Exit 2 You will be prompted for the System Manager User ID and Password If you do not enter these correctly the Master Client software will not close down Note The RDB Server will remain operational even though the user interface is now closed Closing the RDB Server on the Master Client PC 1 Double click the RDB Server icon on the Windows taskbar This will open the Report Database Server window 2 Clic
97. shows that on three occasions all Lines in Sales were in use and the total time for these three periods adds up to 1 25 Likewise Support had all of their Lines busy for four periods Management Reports 71 totaling 2 15 The Entire System shows that on two occasions which total 35 seconds all of the Lines in Sales and Support were in use at the same time 2 Nortel Networks Call Center Reporting System Manager file ibn Report Window Help L 15 x ALL LINES BUSY NUMBER TOTAL TIME 0 00 00 e 200220809 00050060 Ooo cog SOD boOoOoOooooo0o0coooooOoooocco0ooocoococogocooooococ 0 a 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 For Help press F1 NO AGENTS AVAILABLE NUMBER TOTAL TIME 202 1 17 58 202 112 o poooooooooocooooooooooococoococooco System Capacity Report Numerical View System Level The line information includes Title Description ALL LINES BUSY Number of instances when all lines were in use on calls NUMBER ALL LINES BUSY Total time that all lines were in use TOTAL TIME The agent information includes Title Description NO AGENTS AVAILABLE Number of instances when there were no agents available NUMBER to receive calls NO AGENTS AVAILABLE Total time when there were no agents available to receive TOTAL TIME calls 72 Management Reports
98. starting to use Nortel Networks Call Center Reporting including Logging In and Out and the use of the RDB Server This chapter also explains the menu options that appear on the PC screen Configuring Nortel Networks Call Center Reporting describes how to enter company details how to view upload and change Line Skillset and Agent information and how to assign Passwords for the Skillsets This chapter also explains how to set the statistical time bins for use in the management reports and how to change your password Wallboards describes how to configure Nortel Networks Call Center Reporting to drive Wallboard displays This chapter also explains the use of Wallboard messages Wallboard alarms and Wallboard schedules 6 Howto use this Guide Statistical Settings explains how to tailor the analysis of the management information to suit your requirements Real Time Information describes how to access and view the Real Time management information provided by Nortel Networks Call Center Reporting Management Reports describes how to access and view the Current and Historical management information collected by Nortel Networks Call Center Reporting How to Select and Import Nortel Networks Call Center Reporting Statistical Data into Microsoft Excel describes how to access the statistical data collected by Nortel Networks Call Center Reporting in Microsoft Excel Upgrading Call Center Reporting describes wha
99. stats folder from the Program Files Nortel Networks WCall Center Reporting folder If you do this you will remove all of your stored reports from the system a Authorized IP Address The IP Address of the Call Center that is going to connect to your copy of Call Center Reporting must be specified here Any connection attempts from other IP Addresses will be rejected This ensures that only the Call Center that you intend to report on is going to be able to connect to your copy of Call Center Reporting Enter the IP Address of the Call Center that you wish to allow to connect to your copy of Call Center Reporting and then click Apply and click OK This MUST be done in order to allow the Call Center to connect No data will be gathered or displayed from the Call Center until this step has been performed Wallboards 39 Wallboards 6 Introduction Note that you must be logged in with configuration rights in order to be able to configure the wallboards o With the addition of Nortel Networks Call Center Reporting your Call Center system is further enhanced by the facility to tailor Wallboards to your requirements You may assign multiple Wallboards to display information relating to any of the Skillsets or totals for the whole Call Center system Nortel Networks Call Center Reporting will directly address a maximum of 16 Wallboards However if any of the Wallboards are the pView Software Wallboard t
100. t has a call allocated to them of shorter duration than the duration allocated to the Line If an Agent transfers a call back into the Skillset this will count as a new call for the Skillset Please note the Line stats and the Agents are likely to be different o If you have 3 incoming calls to a given skillset and 2 of these are answered by the Agents in that skillset but the third overflows to another skillset and is answered by an A gent in the other skillset your Line stats will show 3 answered calls but your Agent stats for that skillset will show 2 answered calls Likewise the Line stats will include any outgoing call made on the Call Center Lines whether made by an Agent or by a non Agent You may therefore see that there have been more Outgoing calls on your Lines than have been made by your Agents The difference is the number of calls made on your Call Center Lines by non Agents Also if the Agents make outgoing calls on Lines which are not Call Center Lines you may see that your Agents have made more outgoing calls than your Call Center lines have carried The difference is the number of calls made by your Agents on non Call Center Lines Accessing Current Reports Current Reports provide you with data for either the current hour or the current day to date They may be viewed on screen and printed if required To access a Current Report 1 Click Management Info from the Main window 2 Select Current R
101. t to do if you are upgrading from a previous version of Nortel Networks Call Center Reporting Statistical Database Table Formats describes the fields contained within the statistical databases maintained by Nortel Networks Call Center Reporting Glossary of Terms describes words and phrases used within this document Index provides an alphabetical list of information topics contained in this guide and the page number of where the information is located Other documents For more information about Business Communications Manager Call Center refer to the following documents e Call Center Set Up and Operation Guide e Multimedia Call Center Set Up and Operation Guide e Software Keycode Installation Guide For more information about CallPilot 2 0 Call Center refer to the following documents e CallPilot2 0 Telephone Administration Guide e Software Keycode Installation Guide System Overview 2 Introduction Nortel Networks Call Center Reporting is a Windows application that provides Real Time statistics and comprehensive management information on the day to day performance of your Business Communications Manager or CallPilot 2 0 Call Center system Within this document the phrase the Call Center platform is used to refer to either the Business Communications Manager or the CallPilot 2 0 hardware and the phrase the Call Center is used to refer to the Call Center application running on that platform Th
102. target PC or if the OLE registry key has been removed or altered you will see the following message displayed with an OK button An error occurred during the move data process 119 Click on the OK button You will then see the following message displayed with an OK button Installation of Call Center Reporting has been cancelled Click on OK to acknowledge the message Contact your System Administrator to allow them to rectify the situation by restoring a backup of your PC or re installing the OLE DCOM component onto your PC for example Installing Nortel Networks Call Center Reporting 23 Troubleshooting Nortel Networks Call Center Reporting If the Master Client including the RDB Server is closed down and then restarted Nortel Networks Call Center Reporting will restart with no knowledge of any Agents who are still Logged In to the Call Center nor will it have any knowledge of any Calls which are already in progress The system will log Agents back in automatically if they are available to answer calls If they are not available to answer calls they will be logged back in automatically when they become available to answer calls Calls that were in progress when Nortel Networks Call Center Reporting was re started will not be recorded in the statistics All new calls which arrive into the system once Nortel Networks Call Center Reporting has been re started will be recorded in the statistics The same situation will occur if th
103. tel Networks VXCall Center Reporting stats on the Master PC That is the PC which is running the Master client and on which the RDBServer is operating If you only have one PC running Call Center Reporting that PC is the Master PC Within the stats folder there will be folders named for example 2000 2001 and so on Within these folders will be folders for each of the months in those years in which the Call Center Reporting application was operating These monthly folders are named 01 02 03 12 Also in this folder are the weekly statistical database files Within the monthly folders are the daily hourly and monthly statistical database files Statistical Database File Naming Conventions All statistical database files have the MDB extension The file names are made up out of digits representing Monthly Daily Weekly and Hourly values File names all start with a letter either M H D or W indicating that the file contains either Monthly Daily Hourly or Weekly data Management Reports 83 For example M0301 mdb The monthly statistical database file for the 3 month of 2001 D0301 mdb The daily statistical database file for the 3 month of 2001 H0301 mdb The hourly statistical database file for the 3 month of 2001 W090301 mdb The weekly statistical database file for Week 9 which fell in the 3 month of 2001 Looking at the Statistical Data with Microsoft Excel Described below are the steps required to select
104. ter Reporting Log In Before you can access the configuration or management information you have to Log In to the system For security this process requires a User ID and a Password 1 From the menu bar select Level and then click Log In or 28 Using Nortel Networks Call Center Reporting 2 Click the Log In icon on the toolbar 3 You must now enter a User ID number and Password The ID number entered indicates which Skillsets you wish to view or administer To be able to access all of the Skillsets you must enter the System Manager User ID and Password The User ID for the System Manager is 900 To restrict your activities to only one Skillset enter a Skillset level also called Supervisor level User ID and Password The Supervisor User Ids are 901 for Skillset One 902 for Skillset Two and so on up to 950 for Skillset Fifty Note The User IDs are pre set at 900 901 902 950 and cannot be altered The Passwords also default to 900 901 902 950 but the Passwords may be changed in the configuration With the default User IDs and Passwords you would enter User ID 900 Password 900 to gain access to the system as the System Manager you would enter User ID 901 Password 901 to gain access as the Supervisor of Skillset One and you would enter User ID 914 Password 914 to gain access as the Supervisor of Skillset Fourteen 4 If you wish to make changes to the Configuration click the Access to Configuration box Thi
105. tination Location window appears Click Next to accept the default location To change the folder location click Browse choose another folder location and then click Next As installation proceeds a number of status dialog boxes appear indicating the progress of the installation The Setup Complete window appears Note You will be asked for the Network Name of the Master Client PC during the installation of the Multiple Client software YOU MUST enter the Network Name of the Master Client PC for the Multiple Client software to operate correctly Do not enter the IP Address of the Master Client PC Enter the Network Name of the Master Client without any backslashes For example if the Network name of the Master Client was WMasterClient enter it as MasterClient Installing Nortel Networks Call Center Reporting Multiple Client for a CallPilot 2 0 Installation l 2 Exit any Windows programs that are running Insert the CallPilot 2 0 Documentation and Client Software CD into the CD drive of the PC On the taskbar click the Start button then click Run In the Run dialog box click on Browse and select the CD Rom on your PC and navigate to the Optional Software folder Double click on the Optional Software folder and then double click on the Call Center Reporting Client folder 20 Installing Nortel Networks Call Center Reporting Make sure you have clicked on the Call Center Reporting Cli
106. ting will provide statistical reports on the percentage of incoming calls abandoned within each of the periods specified in the chosen Abandoned Time Bins A seventh period is also used in the reports which gathers information on all calls which abandoned after the period specified by the sixth Abandoned Time Bin The state of an Agent who is logged into the Call Center The states in which an Agent is displayed in the Real Time screens are Available which is shown in blue on an Incoming Call including Break Time which is shown in Green on an Outgoing Call which is shown in Yellow Not Ready including being on an internal call which is shown in Grey Note that such actions as making an Outgoing Call whilst already in the Incoming or Not Ready states will not change the displayed state of the Agent they will still be displayed as Incoming or Not Ready respectively Alarms may be set to trigger an alert on the wallboards to inform your Agents of some event or circumstance The value which a parameter must reach match or exceed to trigger an Alarm is the Alarm Threshold A series of six time steps used in the statistical analysis of Answered Calls Nortel Networks Call Center Reporting will provide statistical reports on the percentage of incoming calls answered within each of the periods specified in the chosen Answered Time Bins A seventh period is also used in the reports which gathers information on all calls which were ans
107. ts answered on this line noOverflow number of overflow calls inCall Long number of incoming calls noCallAnswer Long number of incoming calls answered noOutCall Long number of outgoing calls abandonCall Long number of abandoned calls noCallAD Long number of calls answered directly noCallABT Long number of calls answered beyond threshold noHelpcall Long number of help calls noTxcall Long Not used noNtcall Long number of night calls Out mode calls totalInNormalTime Long total incoming call duration totalOutNormalTime Long total outgoing call duration totalHoldNormalTime Long total duration calls were in hold state not used totalA bandonTime Long total duration of wait time of a call before abandon totalLineBusyTime Long total duration when the line was in busy state either incoming or outgoing totalTransTime Long Not used ansCallBinO 6 Long frequency table of wait time before answer abnCallBin0 6 Long frequency table of wait time before abandon Detail Agent Report Table The Detail Agent table contains detailed agent statistics Field Name Field Type Description Datetime Date Time time when the agent signed in to the first group datetimeEnd Date Time time when the agent signed out from the last group agentNum Integer agent number agentName Text 16 agent name noOverflow Long number of overflowed calls freeTime Long total duration when the agent was idle busyT
108. ves Not Ready make or take an Internal call make an Outgoing call etc and then return to the Available state their timer will restart at zero So although the next Agent to receive an incoming Call Center Call will be Agent One assuming the Agents have the same Agent Priority they will show a lower Available time in the Real Time screens The Available duration time shown for each Agent will be correct because it is the time they have spent in the Available state since their previous Agent state but as the Call Center maintains its own Least Busy Timer which ignores non Call Center Call activity the correct Agent will receive the next Incoming Call Center Call Real Time screens System level From the System Manager menu click Management Info then select the Real Time option Selecting the Real Time option opens four windows only two of which can be seen immediately The first two windows display information in a graphical format A color coded key explains the different states To view the information in a numerical format minimize or close the two graphical windows System Graphical Real Time Lines provides a view of the status of all of the lines in each of 10 Skillsets The longest waiting call duration in each Skillset is also shown Oldest Call The 10 Skillsets which are displayed can be any of the following 5 groups of Skillsets 1 10 11 20 21 30 31 40 41 50 Use the Next Ten Skillsets and th
109. wered after the period specified by the sixth Answered Time Bin For a Line The Line is not in use For an Agent The Agent is ready to take Incoming Calls The Available State is shown as Blue in the Real Time Screens The period allocated to Agents in between receiving Incoming Calls also called Wrap Up and Post Call Completion The Call Center product which handles the call distribution and Agents handling for your Call Center The unit to which Nortel 94 Glossary of Terms Call Queue Networks Call Center Reporting is connected and receives the Real Time data from The supported Call Center platforms are the Business Communications Manager and the CallPilot When there are no Agents Available in a Skillset to receive Incoming Calls the Call Center platform will hold these Incoming Calls in a queue As Agents become available the queued calls will be distributed Each Skillset has a Call Queue Exchange Line UtilizationThe amount of time that the Lines which have been Uploaded from Grade of Service Incoming State Master directory Not Ready State the Call Center have been in use on Incoming or Outgoing calls either by Agents or by non Agents The Grade of Service is a figure which is used to represent the level of service provided to incoming callers based upon Call Center response times It is available within the Hourly Daily Weekly and Monthly reports and is expressed as a percentage It is calcu
110. y calls that abandoned The report shows both line and agent information Management Reports 67 Nortel Networks Call Center Reporting System Manager Eile View Report Window Help ss refe Alon S El Incoming Call Report Lines TOTAL INCOMING CALLS ANSWERED CALLS OVER ANS OUT IN E ABD MODE T T 8 FLOW OTHERS 138 1 D 137 6 138 137 D TOTAL CALLS ANSWERED CALLS OVER ANS OUT lt T gt T FLOW SYSTEM Total 140 21 140 D SKILLSET NORSTAR 140 21 140 0 BCM 0 0 0 SALES 0 0 0 FUSION 0 0 0 0 0 Skill 0 0 0 0 0 Skill6 0 0 0 0 0 Skill 0 0 0 0 Skille 0 0 0 0 0 Skill9 0 0 0 0 0 Skillt 0 0 0 0 0 Skill D 0 0 0 0 Skill12 0 0 0 0 0 SkilM3 D 0 0 0 Skill14 D 0 0 0 0 SkilM5 D 0 0 0 0 SKIING 0 0 0 D 0 SkilI17 0 0 0 0 0 SkilM8 D 0 0 0 0 Incoming Call Report Numerical View System level The line information includes Title Description TOTAL IN Total number of incoming Call Center calls INCOMING CALLS ANS Number of incoming calls answered INCOMING CALLS Number of incoming calls that abandon ABD INCOMING CALLS OUT Number of incoming calls received during the out mode of operation ANSWERED CALLS lt T The number of incoming calls answered before the configured Call Waiting Alarm Primary Alert time has elapsed ANSWERED CALLS gt T The number of incoming calls answered after the configured Call Waiting Alarm

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