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Avaya BCM 2.0 Call Center Reporting User's Manual

1. Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide Management Reports 9 Introduction Enterprise Edge 2 0 Call Center Reporting automatically collects and collates statistical data from Enterprise Edge 2 0 Call Center From this data Enterprise Edge 2 0 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 Enterprise Edge 2 0 Call Center system The reports show the totals for each Queue e Queue level these reports provide information on the performance of individual Queues The reports show the details for each individual line and individual agent in the Queue 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 option you will be able to access reports at the Queue level too If you Logged In to a Queue Level 901 916 you will be able to access reports at the Queue level only and only for the Queue into which you have Logged In The ability to s
2. Queue 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 busy with the duration minutes and seconds Names of all agents who are available to take calls The Queue Real Time Status window shows three boxes containing the following information Traffic Status Total number of lines allocated to the Queue 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 Queue minutes and seconds Agent Status Number of agents logged in to the Queue 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 busy Service Status Time elapsed during the current 15 minute analysis period Grade of Service currently being offered to callers in this Queue 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 Queue In or Out P0911643 Issue 02
3. 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 96 The Grade of Service figure the percentage of calls answered within your service target time P0911643 Issue 02 Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide 54 Management Reports Agent Profile Report The 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 jEnterprise Edge Call Center Reporting Report Manager System Daily Report 12 22 1998 File View Report Window Help PETES SE s En Profile Report 101 Agent ID LOG IN AVAIL BUSY INCOMING TALK OUTGOING TALK WRAP UP TIME TIME TIME CALLS TIME CALLS TIME TIME 5 01 58 4 08 59 0 02 23 TIME INTERVAL Tue Dec 22 1998 10 02 13 51 3 49 33 3 25 29 0 02 23 14 48 17 00 2 12 26 0 43 30 0 00 00 Agent Name 201 Agent ID LOG IN AVAIL BUSY 11 0 21 07 3 0 00 27 0 15 24
4. 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 P0911643 Issue 02 Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide 44 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 to select 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 y
5. On line help 45 Other documents 6 27 P Password 13 17 24 Password resetting 25 PC requirements 8 PC specification 8 Peak tab 36 Primary Alert 36 Print 19 Print Schedule 55 59 Printing reports 44 55 56 57 Problem solving 15 Q Queue 7 14 22 23 24 27 28 30 31 32 33 37 38 39 41 42 46 49 50 58 Queue Level 30 35 37 40 42 46 49 50 Queue names 23 R RDB Server 7 8 14 17 18 20 25 Real Time 7 31 35 36 37 39 40 Reference material 6 Removing Agents 23 Removing lines 22 Removing Wallboard Alarm 33 Removing Wallboard messages 31 Removing Wallboard Schedule 34 Report Manager window 43 44 45 55 Reports 7 19 22 24 35 36 42 43 44 45 60 Resetting password 25 Restarting 15 S Schedule for printing 59 Sending Wallboard messages 32 Serial port 8 25 27 Service Status 41 Service Target 36 Setting up statistics 35 Sharing files 11 Shorekarn Wallboards 28 Shortcuts to options 45 Software 7 Software version 20 45 Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02 Index 63 Solving problems 15 Spectrum Wallboards 28 Starting 15 17 Stat Time Bin 24 Statistical averages 36 Statistical peaks 36 Statistical set up 35 Statistics 7 9 19 24 35 36 42 44 53 55 Status Bar 20 Summary Report 36 46 55 System Capacity Report 51 System Level 3
6. 00 eOoooooococ ecoooooococ c ooo oc oo 0 0 o e Ee eOooooooo coc E EH EN o EE EL co For Help press F1 System level Numerical Real Time Screen The information displayed in the numerical windows includes System Numerical Real Time Lines Queue name Total number of available lines Number of calls waiting Number of calls waiting 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 Queue name Number of agents currently available Number of agents on incoming calls Number of agents in the busy state Number of agents on outgoing calls Number of abandoned calls 15 min period Grade of Service offered 15 min period P0911643 Issue 02 Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide 40 Real Time information Queue level If you have Logged In at Queue Level 901 916 or have used the Signed Through option from the System Manager level to a Queue level you can display the Queue level Real Time screens as follows From the Main window menu click Management Info then select Real Time Selecting the Real Time opens three Windows Queue Real Time Chart provides a pie chart view of the current status of all lines and agents in the Queue Queue
7. 0 0 0 j nswered Call Report Agents n xj CALLS 00 20 00 40 01 00 01 20 01 40 02 00 02 00 7596 24 0 0 0 0 0 68 32 0 0 0 0 0 100 0 0 0 0 0 0 For Help press F1 Answered Call Report Numerical View System level Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02 Management Reports 47 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 15 x 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 directly by agents those answered first by the announcement and queuing system of the Enterprise Edge 2 0 Call Center and any calls that abandoned The report shows both line and agent information P0911643 Issue 02 Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide 48 Management Reports jEnterprise Edge Call Center Reporting Report Manager System Hourly Report 08 04 1999 13 00 File View Report Window Help Ss ms EA wl S SS Incoming Call Report Lines TOTAL INCOMING CALLS ANS ABD MODE DIR 99 0 0 99 74 74
8. 14 The Choose Destination Location window appears 15 Click Next to accept the default location To change the directory location click Browse choose another directory 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 directories on the Master Client PC There are certain settings on the Master Client PC that need to be correctly set Master Client PC File Sharing To set up the Master Client PC to allow file sharing 1 Click on the Start button and then click Settings Select Control Panel and then Network and highlight Client for Microsoft Networks 2 Click on the button marked File and Print Sharing P0911643 Issue 02 Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide 12 Installing Enterprise Edge 2 0 Call Center Reporting File and Print S haring Vv 3 Click the option for File Sharing I want to be able to give others access to my files 4 Click on the OK button the computer will prompt you to restart your PC 5 After the restart open the C Drive of the Master PC using Windows Explorer 6 Right click on the folder marked Program Files Nortel Networks Call Cente
9. 3 00027 0 0 00 00 INCOMING TALK OUTGOING TALK WRAP UP TIME TIME TIME CALLS TIME CALLS TIME TIME 0 00 10 0 00 00 0 00 00 TIME INTERVAL Tue Dec 22 1998 15 06 15 06 0 00 05 0 00 00 0 00 00 15 20 15 20 0 00 05 0 00 00 0 00 00 Agent Name 202 Agent ID LOG IN AVAIL BUSY 0 0 00 00 0 0 00 00 0 00 00 INCOMING TALK OUTGOING TALK WRAP UP TIME TIME IME CALLS IME CALLS TIME TIME 8 30 19 53 12 1 51 35 TIME INTERVAL For Help press F1 1 0 00 00 18 0 00 00 0 30 19 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 BUSY TIME Time the agent spent in make busy 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 OUTGOING TALK TIME Time the agent spent on outgoing calls WRAP UP TIME Time the agent spent in post call wrap up Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02 Management Reports 55 Summary Report The objective of the Summary report is to provide on a single page a complete summary of the call center activity and performance during the defined period The period covered by the re
10. 4 If you wish to make changes to the Configuration click the Access to Configuration box This 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 Queue Level 901 916 you will only be able to change some settings directly related to that particular Queue Log In Ed User ID 300 Cancel li d Password IV Access to Configuration Enterprise Edge Call Center Reporting Log In dialog box 5 Click OK Note With the Access to Configuration option enabled Enterprise Edge 2 0 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 Enterprise Edge 2 0 Call Center Reporting Master Client Log Out To Log Out and leave the user interface screen open 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 Serv
11. 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 Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02 Wallboards 33 9 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 10 Click OK to save the Alarm and close the window Editing a Wallboard Alarm 1 From the Alarm tab click and highlight the Alarm to edit 2 Click Properties and edit the Alarm as required 3 Click OK to save the changes Deleting a Wallboard Alarm 1 From the Alarm tab click and highlight the Alarm to be deleted 2 Click Re
12. 25 25 S Incoming Call Report Agents TOTAL CALLS ANS OUT ANSWERED CALLS DIR ANNI 12 99 74 25 D ANSWERED CALLS ANS OVER ANS GOs ANNC Mi FLOW OTHERS E 0 0 0 DU 100 0 0 D DU 100 0 a 0 D 100 OVER FLOW 0 0 0 Incoming Call Report Numerical View System level The line information includes Title Description TOTAL IN Total number of incoming Enterprise Edge 2 0 Call Center calls INCOMING CALLS ANS Number of incoming calls answered INCOMING CALLS ABD Number of incoming calls that abandon INCOMING CALLS OUT Number of incoming calls received during the out mode of operation ANSWERED CALLS Number of incoming calls answered directly by agents no DIR announcement ANSWERED CALLS Number of incoming calls answered after waiting with an ANNC announcement ANS gt T Number of incoming calls answered that wait longer than the alarm time OVERFLOW Number of incoming calls that overflow to the other Queue ANS OTHERS Number of incoming calls answered by non Enterprise Edge 2 0 Call Center extensions G OS The Grade of Service being offered to incoming callers Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02 Management Reports 49 The agent information includes Title Description TOTAL CALLS ANS Total number of
13. Abbreviation Description IH Total number of Incoming calls for the Hour ID Total number of Incoming calls for the Day OH Total number of 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 Wallboard Parameters To select which parameters to display on a Wallboard click the Parameter tab Wallboard Properties Wallboard 1 EN Settings Parameter Parameter P1 P amp ar H ES E P5 a Pajo efso a Parameter Information Number of calls in the Queue Cancel Apply Help The Wallboard Parameter window Depending upon the type of Wallboard connected to Enterprise Edge 2 0 Call Center Reporting two three four or six Parameters may be displayed P0911643 Issue 02 Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide 30 Wallboards 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 SH Grade of Service offered in the current
14. Hour 96 SD Grade of Service offered in the current Day 96 AO Number of Agents on Outgoing calls AI Number of Agents on Incoming calls AA Number of Agents Available to receive calls AB Number of Agents in the Busy state AL Number of Agents Logged in QL Current Queue Length number of calls in the queue OT Current Queue Time for the longest waiting call 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 This is only applicable on a two line Wallboard Once a Wallboard has been allocated to either a Queue 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 64 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
15. Queue 1 and Queuel has been named Support the title bar would read Enterprise Edge Call Center Reporting Manager Support By looking at the title bar of the Main Window you will 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 Log In to each of the Queues without having to Log Out from System Manager level and then Log In again using the Queue level Id and Password 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 P0911643 Issue 02 Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide 20 Using Enterprise Edge 2 0 Call Center Reporting 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 A
16. incoming calls answered by agents TOTAL CALLS OUT Total number of outgoing calls made by agents ANSWERED CALLS Number of incoming calls answered directly by agents no DIR announcement ANSWERED CALLS Number of incoming calls answered by agents after ANNC waiting with an announcement OVER FLOW Number of incoming calls answered by agents that overflowed in from the other Queue Agent Activity Report The Agent Activity Report shows the total amount of time that agents spend logged in to Enterprise Edge 2 0 Call Center and the proportion of that time spent on activities such as incoming calls outgoing calls and in the Busy state The agent window is the only window displayed as there is no line information associated with this report When viewed from a Queue level individual agent details are displayed Queue totals are available from the System level jEnterprise Edge Call Center Reporting System Manager Current Daily Report e xj De View Depot Window Help Se ms sen Je S Agent Activity Report LOG IN INCOMING OUTGOING WRAP UP BUSY AVAILABLE TIME TIME TIME TIME TIME TIME 5 47 24 3 03 15 0 00 00 0 25 37 0 00 00 2 18 31 2 19 40 1 06 28 0 00 00 0 09 36 0 00 00 1 03 36 2 19 40 1 10 02 0 00 00 0 08 00 0 00 00 1 01 38 1 08 04 0 46 46 0 00 00 0 08 01 0 00 00 0 13 17 For Help press F1 Agent Activity Report Numerical View Queue level P0911643 Issue 02 Enterprise Edge 2 0 Call Cente
17. messages and alarm conditions Wallboard installation The Wallboard s must be physically installed and wired through to the Master Client PC serial port Refer to installation documentation supplied with your Wallboard Note The ID number you physically set on a new Wallboard must correspond to the Wallboard ID number that you configure in Enterprise Edge 2 0 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 Note The window displays each of the possible 16 Wallboards together with their current settings If a particular Wallboard is not assigned it will be listed as Not Used A Click and highlight the Wallboard number required 5 Select Properties 6 A window will open with the option of selecting two tabs Settings or Parameters P0911643 Issue 02 Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide 28 Wallboards Wallboard Settings Wallboard Properties Wallboard 1 EN Settings Parameter Assigned to Type oue Kot r Title mmm P Options Tie ds Summary Title a ee Buzzer Cancel Apply Help The Wallboard Settings window In Settings you select the Queue or System to which the Wallboard is to be assigned the type of Wallboard used whether a Title
18. performance of your Enterprise Edge 2 0 Call Center system Enterprise Edge 2 0 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 e Agent status Enterprise Edge 2 0 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 Enterprise Edge 2 0 Call Center Reporting is integral to Enterprise Edge 2 0 Call Center and the Enterprise Edge 2 0 The Enterprise Edge 2 0 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 Enterprise Edge 2 0 Call Center Reporting and to view the management information One PC on your network must be running the Enterprise Edge 2 0 Call Center Reporting Master Client software known as the Master Client This is the PC which communicates with the Enterprise Edge 2 0 Call Center application The Master Client PC gathers information called event data from the Enterprise Edge 2 0 and stores it on the hard disk It is this stored information which provides the data for the reports The RDB Server is the prog
19. 00 00 60 0 00 08 For Help press F1 Average Time Report Numerical Queue level Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02 Management Reports 51 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 Average time a caller waits before abandoning 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 OUTGOING CALL TIME CALLS Number of outgoing calls made by agents OUTGOING CALL TIME AVERAGE Average call duration time of an agent outgoing call WRAP UP TIME CALLS Total number of incoming and outgoing calls made or received by agents WRAP UP TIME AVERAGE Average duration of each post call wrap up 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 informatio
20. 2 35 37 38 39 42 48 49 50 52 54 56 System Manager window 27 31 42 43 56 58 59 T TCP IP protocol 8 10 Text messages 27 30 Threshold 24 32 41 Title of Wallboard 28 Toolbar 20 Traffic Analysis tab 36 Traffic Status 41 Troubleshooting 15 Type of wallboard 28 U User ID 17 User interface 7 18 19 y Viewing Reports 45 W Wallboard 7 8 24 25 27 28 30 31 32 33 34 Wallboard alarm 30 32 Wallboard buzzer 28 30 32 33 Wallboard display 27 Wallboard ID number 27 Wallboard messages 30 Wallboard parameters 27 29 Wallboard schedule 30 33 34 Wallboard Summary 29 Wallboard Title 28 Weekly reports 44 Windows NT 13 P0911643 Issue 02 Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide
21. 2 0 Call Center and the Master Client PC For each situation perform the steps in order Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02 Installing Enterprise Edge 2 0 Call Center Reporting 15 Starting or Restarting Enterprise Edge 2 0 Call Center and Enterprise Edge 2 0 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 Enterprise Edge 2 0 2 Start the Enterprise Edge 2 0 Call Center Reporting Master Client Note Do not allow agents to log in until all steps are completed To recover from an unintentional close down of the RDB Server Shut down Enterprise Edge 2 0 Call Center Reporting Master Client Ensure that Enterprise Edge 2 0 Call Center is still running Restart Enterprise Edge 2 0 Call Center Reporting Master Client If agents are currently logged into the system they must log out and then log back in poppe P Note Do not allow agents to log in until all steps are completed Starting or Restarting Enterprise Edge 2 0 Call Center and Enterprise Edge 2 0 Call Center Reporting Multiple Client If a you have Logged In to Enterprise Edge 2 0 Call Center Reporting on a Multiple Client PC and the Enterprise Edge 2 0 has been restarted you will have to Log Out and Exit from the Enterprise Edge 2 0 Call Center Reporting and re start Enterprise Edge 2 0 Call Center Rep
22. 2 0 Call Center and the Windows operating system 2 Ensure that the Enterprise Edge 2 0 Call Center is installed and configured 3 Ensure that the Enterprise Edge 2 0 is connected to and is operational on the Network to which the Enterprise Edge 2 0 Call Center Reporting Master Client PC is connected Now you are ready to install the Enterprise Edge 2 0 Call Center Reporting Master Client software from the Enterprise Edge 2 0 Installing Enterprise Edge 2 0 Call Center Reporting Master Client software Enterprise Edge 2 0 Call Center Reporting Master Client software automatically creates a folder called Program Files Nortel Networks Call Center Reporting on the C drive of the Master Client PC This folder contains the application files used by Enterprise Edge 2 0 Call Center Reporting Master Client It also contains the Call Center Reporting configuration database Another folder is created on the hard disk drive of the Master Client PC The 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 Note Before Enterprise Edge 2 0 Call Center Reporting will operate correctly you must enable the Enterprise Edge 2 0 Call Center Reporting Software Keycode For Software Keycode information refer to the Enterprise Edge 2 0 Software Keycode Installation Guide P0911643 Iss
23. MASTER CLIENT SOFTWARE MUST ONLY BE RUNNING ONA SINGLE PC ON YOUR NETWORK PC requirements The minimum requirements of the PC required to run Enterprise Edge 2 0 Call Center Reporting software either as a Master Client or Multiple Client depends upon whether or not the PC is dedicated to running Enterprise Edge 2 0 Call Center Reporting or if it shares its resources with other applications See below for the minimum requirements for your circumstances Minimum PC specifications 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 One free serial port if Wallboards are used Windows 951 rey B or later version operating system Network Interface Card TCP IP protocol SVGA display Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02 Installing Enterprise Edge 2 0 Call Center Reporting 3 Introduction This chapter describes installation prerequisites how to install the Enterprise Edge 2 0 Call Center Reporting Master and Multiple Client software troubleshooting tips and the folders created on the Enterprise Edge 2 0 Master and Multiple Client PCs Installation prerequisites Before you install Enterprise Edge 2 0 Call Center Reporting Master Client software you must 1 Be familiar with Enterprise Edge
24. NORTEL NETWORKS Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide 1 800 4 NORTEL www nortelnetworks com 2000 Nortel Networks P0911643 Issue 02 Table of contents How to use this guide siuaisssisieccecncucccteedieccnewencacseataeceneweuceascateeaniendcae 5 augereWroi iol eR 5 How this guide is organized eieiei eni erann EN EERE E E EEEREN ERAAI SA 5 utar Co fore HT RHET 6 System OVetVIGW Eeer 7 IN OGUCTION 24 sed settee EE 7 System software tae aset 7 NS WI 8 Installing Enterprise Edge 2 0 Call Center Reporting 9 riet Te utt et Re RH e Dna enum 9 Installation prerequisites ssssssssssssseeenenereneneere tenens 9 Installing Enterprise Edge 2 0 Call Center Reporting Master Client software 9 TOPAF et e EE 10 Checking whether The Windows Networking Component Is Installed 10 Installing Enterprise Edge 2 0 Call Center Reporting Master Client 10 Master Client PC File Sharing 11 Installing Enterprise Edge 2 0 Call Center Reporting software onto lee ten Al PES ER 13 Installing Enterprise Edge 2 0 Call Center Reporting Multiple Client 13 Troubleshooting Enterprise Edge 2 0 Call Center Reporting 14 Folders created on the Call Center Reporting Multiple Client PCs 16 Using Enterprise Edge 2 0 Call Center Reporting 17 Starting Enterprise Edge 2 0 Ca
25. Real Time Agents provides a graphical status of all agents in the Queue with the current duration Queue Real Time Status provides numerical information on the status of the traffic on the lines agent activity and level of service being offered a Enterprise Edge Call Center Reporting System Manager lej xl Level View System Managementlnfo Window Help sl aae sale la wile sel ie Available Busy Bl Aam Incoming Waiting Outgoing BW Available Line Agent e Queue One Real Time Status Number of Lines Log In Time Elapsed Incoming Incoming Grade Of Service Outgoing Outgoing Total Calls Call Waiting Available Abandon Calls No Beyond Alarm Busy Operation Mode Oldest Call For Help press F1 Queue level Real Time Screen Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02 Real Time information 41 The information displayed in the Queue Real Time Chart window includes Queue 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 busy Number of agents available to take calls The information displayed in the Queue Real Time Agents window includes
26. accessible from either the System or Queue 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 Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02 Wallboards 31 Creating a Wallboard Message 1 From the System Manager Main window click Management Info 2 Select System or the Queue to which the Wallboard is assigned and the Message is to be delivered 3 From the drop down menu select Wallboard The Message tab shows any Messages that have been previously created 4 Click New 5 Type in the text of your Message up to the maximum of 64 characters in the space provided 6 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 Example There are AB agents busy If there are five agents busy the following Message will be displayed There are 5 agents busy Note It is better to put spaces in 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
27. ccess to Configuration option was checked during the Log In process Enterprise Edge Call Center Reporting Status opens a window that shows the Enterprise Edge 2 0 Call Center Reporting status and any diagnostic messages from the RDB Server The Data Log can be started and stopped from this window when advised to do so by your distributor 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 Queue level only 901 916 Print Schedule set up automatic print schedules to have reports Configuration Report display or print the Configuration settings for your System 900 or Queue 901 916 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 Enterprise Edge Call Center Reporting displays the software version number and copyright information Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guid
28. d Wallboards describes how to configure Enterprise Edge 2 0 Call Center Reporting to drive Wallboard displays This chapter also explains the use of Wallboard messages Wallboard alarms and Wallboard schedules 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 Enterprise Edge 2 0 Call Center Reporting P0911643 Issue 02 Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide 6 System overview Management Reports describes how to access and view the Current and Historic management information collected by Enterprise Edge 2 0 Call Center Reporting 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 Enterprise Edge 2 0 Call Center refer to the following documents e Enterprise Edge 2 0 Call Center Set Up and Operation Guide e Enterprise Edge 2 0 Voice Software Keycode Installation Guide Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02 System overview 7 System Overview 2 Introduction Enterprise Edge 2 0 Call Center Reporting is a Windows software application that provides Real Time statistics and comprehensive management information on the day to day
29. d highlight the Schedule to be deleted 2 Click Remove 3 Click Yes when prompted Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02 Statistical Settings d Introduction The presentation of information in the Real Time screens and the analysis of data collected by Enterprise Edge 2 0 Call Center Reporting for the management reports can be tailored to suit your requirements Statistical Set Up 1 From the main menu click Management Info 2 Select Statistical Set Up Statistical Set up EN Real Time Traffic Analysis Peak Average Agent Status Alarm rm ss Incoming Call Duration o5 UU Outgoing Call Duration Im UU Busy Time Duration fi 5 00 Call Waiting Alarm mm ss Time gt T 00 20 r Service Target Tomm zs Grade of Service foo 3d Cancel Apply Help The Statistical Set Up window Queue level Note The Call Waiting Alarm threshold setting and the Service Target threshold settings in the Real Time tab are only applicable at Queue level They do not appear at the System level 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 P0911643 Issue 02 Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide 36 Statistical settings Real Time tab Agent Status Alarm The times input in
30. e P0911643 Issue 02 Configuring Enterprise Edge 2 0 Call Center Reporting 5 Introduction Enterprise Edge 2 0 Call Center Reporting gathers data on events that occur within your Enterprise Edge 2 0 Call Center system For meaningful and accurate information to be collated Enterprise Edge 2 0 Call Center Reporting must be suitably configured For information about your Enterprise Edge 2 0 Call Center configuration such as line numbers refer to the Enterprise Edge 2 0 Call Center Programming Record which is contained in the Enterprise Edge 2 0 Call Center Set Up and Operation Guide 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 input view or change the configuration Barrel to Bottle Wines Red Street pum 00 Ime Configure window P0911643 Issue 02 Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide 22 Configuring Enterprise Edge 2 0 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 Lines Select this tab to add change or delete the details of your Enterprise Edge 2 0 Call Center lines Note Enterprise Edge 2 0 Call Center Reporting only gathers data from the Enterprise Edge 2 0 Call Center system The configuration does not affect the op
31. edule option Print scheduling 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 P0911643 Issue 02 Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide 56 Management Reports r Report Type Answered Call System Capacity v Abandoned Call Call Profile Iv incoming Calf J Agent Profile Agent Activity Summary Average Time Format Numerical C Numerical amp Graphical C Graphical Cancel Help The Print Option window 3 Click the Report Type s to be printed 4 Click the Format required 5 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 Queues not for the System level To view the Abandoned Caller ID Report 1 From the System Manager Main window click Management Info 2 Select Queue 1 or Queue 2 as required 3 Click on Abandoned Caller ID Report 4 Select the day required 5 Click Open En
32. elect either the current day s information Current Reports or a period of time now passed Historic Reports can further define the reports In fact any individual hour day week or month can be viewed using the Enterprise Edge 2 0 Call Center Reporting package 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 Reports 3 Click Hourly or Daily as required P0911643 Issue 02 Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide Management Reports 43 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 relate to time periods outside of the current day The time period required is selected from a calendar 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 EN ee 1999 January 1999 Close Mon Tue Wed Ihu ti sa Hourly Weekly Monthly The Calendar window 3 Select the month required from the drop down menu
33. ens 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 minimise 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 the Queues The longest waiting call duration in each Queue is also shown Q Time System Graphical Real Time Agents provides a tabular view of the status of all of the Agents in all of the Queues Agent name status duration queue name or current status can be used to sort the agents System Numerical Real Time Lines provides a numerical representation of the line related information System Numerical Real Time Agents provides a numerical representation of the agent related information and the service level currently being offered by each Queue P0911643 Issue 02 Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide 38 Real Time information CO Enterprise Edge Call Center Reporting System Manager m Ex Level View System Managementlnfo Window Help Incoming Outgoing Waiting gt Alarm ES g z G System Graphical Real Time Agents nl xj rt Agent Duration Que
34. ented How this guide is organized The Enterprise Edge 2 0 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 Enterprise Edge 2 0 Call Center Reporting provides a package checklist and explains the software involved Installing Enterprise Edge 2 0 Call Center Reporting describes installation prerequisites and how to install the Enterprise Edge 2 0 Call Center Reporting Master Client and the Enterprise Edge 2 0 Call Center Reporting Multiple Client software from the Enterprise Edge 2 0 This chapter also provides diagnostic and recovery procedures for problems that might occur while setting up and operating Enterprise Edge 2 0 Call Center Reporting Using Enterprise Edge 2 0 Call Center Reporting describes starting to use Enterprise Edge 2 0 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 Enterprise Edge 2 0 Call Center Reporting describes how to enter company details how to view and change line and agent information how to name the queues and how to assign Passwords for the Queues This chapter also explains how to set the statistical time bins for use in the management reports and how to change your passwor
35. enter 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 directory called Program Files Nortel Networks VXCall Center Reporting Stats on the PCs used to run Enterprise Edge 2 0 Call Center Reporting Multiple Clients These PCs refer to the data in the Program Files Nortel Networks VCall Center Reporting Stats directory on the Master Client PC in order to display statistical information Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02 Using Enterprise Edge 2 0 Call Center Reporting 4 Starting Enterprise Edge 2 0 Call Center Reporting 1 To start the Enterprise Edge 2 0 Call Center Reporting Master Client double click on the Call Center Reporting icon on the desktop of the Master Client PC Note At the same time the RDB Server will automatically open and start to collect data from Enterprise Edge 2 0 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 RDB Server taskbar icon 2 To start an Enterprise Edge 2 0 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 Master Client must already be running Enteri
36. er icon on the Windows taskbar This will open the Report Database Server window Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02 Using Enterprise Edge 2 0 Call Center Reporting 19 2 Click 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 Enterprise Edge 2 0 Call Center is continuously collected Call Center Reporting Main Window The Main window opens after Log In The features of Enterprise Edge 2 0 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 Queue level 901 916 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 Queue level the name of the Queue is shown If the Queue has not been given a name in the Configuration settings then the word Queue and the Queue number will be shown for example Queue 8 If you have Logged In as System Manager and then used the Sign Through option to sign through to a Queue for example
37. eration of the Enterprise Edge 2 0 Call Center system Line details entered at this point are for reporting purposes only Adding a new line 1 2 5 6 Click the Lines tab Click New In the Line Name box type the name of the new line In the Ln No box enter the line number From the drop down list select the Queue to which the line belongs Click OK Changing an existing line l 2 From the Lines tab click and highlight the line name to be edited Click Properties the Line Properties window will open In the Line Name box change the line name as required From the Queue drop down list change the Queue as required Click OK Deleting a line 1 2 From the Lines tab click and highlight the line name to be removed Click Remove Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02 Configuring Enterprise Edge 2 0 Call Center Reporting 23 3 Click Yes when prompted The line will now be removed from the Enterprise Edge 2 0 Call Center Reporting configuration Agents Select this tab to add change or delete the details of your agents Note In order that Enterprise Edge 2 0 Call Center Reporting truly reflects the activity or status of the Agents it is important that the Agent Name and Agent ID you enter here correctly reflect the programming of your Enterprise Edge 2 0 Call Center system Adding an agent 1 Click the Agents tab 2 Cl
38. es window will open 4 Click the Password tab 5 Enter the new password in the New Password field The Password must be a 3 digit number between 100 and 999 6 You must re enter the Password in the Confirm Password field 7 Click OK Stat Time Bin Select this tab to configure the time thresholds used in the statistical analysis of Answered and Abandoned Calls Enterprise Edge 2 0 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 queue and gave up waiting Wallboard Select this tab to configure Wallboard s Wallboard configuration is covered in detail in Chapter 6 of this guide Password Allows the System Manager Log In password to be changed from the default value of 900 The password must be a three digit number between 100 and 999 Note If the password is changed from the default value and then forgotten Enterprise Edge 2 0 Call Center Reporting must be un installed and the Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02 Configuring Enterprise Edge 2 0 Call Center Reporting 25 Program Files Nortel Networks Call Center Reporting directory deleted a
39. ick New the New Agent window will open 3 Inthe Agent Name box enter the name of the agent 4 Inthe Agent ID box enter the Agent ID number 5 Click OK Changing an agent 1 From the Agents tab click and highlight the agent to be edited 2 Click Properties The Agent Properties window will open 3 Edit the Agent name as required 4 Click OK Deleting an agent 1 From the Agents tab click and highlight the agent to be removed 2 Click Remove 3 Click Yes when prompted The agent details will now be removed from the Enterprise Edge 2 0 Call Center Reporting configuration Queues Select this tab to give meaningful names to your Queues and to change the default Passwords for access to the Queue Level the Supervisor Password If no entries are made the queue names will default to Queuel Queue2 and so on to Queuel6 and the Passwords will default to 901 902 916 P0911643 Issue 02 Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide 24 Configuring Enterprise Edge 2 0 Call Center Reporting Naming the Queues 1 Click the Queues tab 2 Click the Queue to be named 3 Click Properties The Queue Properties window will open 4 Edit the name of the Queue 5 Click OK Setting the Password for Logging In to the Queue in Call Center Reporting Supervisor Password 1 Click the Queues tab 2 Click the Queue for which you wish to set the Password 3 Click Properties The Queue Properti
40. ide P0911643 Issue 02 Index 61 Index A Abandon Time Bins 47 Abandoned Call Report 47 Abandoned Caller ID Report 56 Abandoned calls 24 29 30 39 55 56 Accessing Current Reports 42 Accessing Historical Reports 43 Adding a Wallboard 27 Adding agents 23 Adding lines 22 Agent Activity Report 49 Agent ID number 23 Agent Profile Report 54 Agent Status 7 36 41 Agents 7 14 15 23 28 30 31 32 33 36 37 38 39 40 A1 47 48 49 51 52 54 Alarm conditions 27 Alarm Threshold 32 Answer Time Bins 46 Answered Call Report 46 Assigning Wallboard 28 Average tab 36 Average Time Report 50 B Buzzer 28 30 32 33 C C drive folders 9 12 13 Call center performance 29 37 42 53 55 Call Profile Report 36 53 Call Waiting Alarm 36 Changing Agent information 23 Changing configuration 18 21 Changing lines 22 Changing serial ports 25 Changing Wallboard Schedule 34 Changing Wallboard settings 27 Closing the RDB Server 18 Closing the user interface 19 Configuration of lines 22 Configuration Report 58 Configuration window 20 Connecting Wallboard 27 Creating Wallboard alarm 32 Creating Wallboard message 31 Creating Wallboard Schedule 33 Critical threshold 32 Current Reports 42 D Daily reports 44 Default Log In password 24 Deleting Agents 23 Deleting lines 22 Deleting Wallboard Alarm 33 Deleting Wallboard messages 31 Deleting Wallb
41. l 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 1 2 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 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 Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02 Real Time Information 8 Introduction Enterprise Edge 2 0 Call Center Reporting provides comprehensive Real Time management information that is constantly updated approximately every 3 seconds The Real Time screens reflect the current status of the agents and the Enterprise Edge 2 0 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 Queue Level System Level shows the real time status and performance of lines and agents across all Queues of the Enterprise Edge 2 0 Call Center system Queue Level shows the real time status and performance of lines and agents in a single Queue Real Time scre
42. ll Center Reporting sess 17 Entering Enterprise Edge 2 0 Call Center Reporting Log In 17 Exiting Enterprise Edge 2 0 Call Center Reporting Master Client Log Out 18 Closing the RDB Server on the Master Client PC 18 Call Center Reporting Main Window 19 OV Gls ient edet he cok o ederet EEN a RET EA Ces ee EG ated 19 AE EE E PEE TEET EATA OE Eege o t 20 System System Manager level on 20 Management MOst ooreis aE E essent nnnm nnn nnne 20 AAA TATE EN EE 20 elle EE 20 Configuring Enterprise Edge 2 0 Call Center Reporting 21 Irtroductlon s ioni en t t teh tea eti t ete egit eter 21 Configure window Iabs ener nnn nnne enne 22 ero En 22 B4 lm 22 P0911643 Issue 02 Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide 2 Table of Contents PA SSWOMG EORR Serial ET EE VdEllele ld EE tele eu BEEN Wallboard installation ccccccccccessessseeeeeeeeseeaneeseeeeeseeseensees Wallboard configuration mess inseri nenu eraran aana NEEE EAA ENSET Wallboard Settings iisa ertt tette Wallboard Parameters iims ania aiaia Wallboard Messages Alarms and Schedules Wallboard Messages emmH Wallboaid Alartrs ettet tct Wallboard Gchedules enm Statistical Settings suse Julie Tee Statistical Set Up Real Time tab 2 Mesias Wea eee Traffic A
43. ll 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 jEnterprise Edge Call Center Reporting Report Manager System Monthly Report 12 1998 lej x File View Report Window Help lalelei amp amp u S E dCal Profile Report Lines TOTAL CALLS INCOMING CALLS AVERAGE TIME IN OUT ANS ABD WAITING ABD 1002 786 835 118 0 00 38 0 01 37 74 45 58 12 0 00 31 0 00 45 73 71 60 10 0 00 48 0 02 59 70 38 60 7 0 00 35 0 01 16 47 28 42 4 0 00 48 0 00 20 3 1 0 00 00 0 00 00 3 3 a 0 0 00 00 0 00 00 94 71 71 0 01 03 0 00 53 58 57 48 0 00 57 0 00 43 B7 B1 56 0 00 26 0 01 00 40 68 39 0 00 14 0 00 00 62 28 0 00 38 0 03 33 4 0 0 00 00 0 00 00 66 51 0 00 39 0 02 07 78 B3 0 00 40 0 02 07 43 45 0 00 22 0 00 44 38 40 0 00 45 0 00 21 45 29 0 00 25 0 01 37 5 1 0 00 00 0 00 00 1 1 0 00 00 0 00 00 7 37 0 00 41 0 01 46 27 33 0 00 31 0 00 27 26 11 0 00 16 0 05 14 1 0 0 00 18 0 00 00 0 1 0 00 00 0 00 00 a 2 0 00 00 0 00 00 0 1 0 00 00 0 00 00 For Help press F1 Call Profile Report Numerical View The line information contained within the Numerical Call Profile Report includes
44. month for the previous month The Abandoned Caller ID Report can be scheduled to print more frequently due to the significance of the information Scheduled printing is set up from 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 Print Schedule Ka GK M M E 8 LI D LI LI LI m m NM NM ea Print Schedule window P0911643 Issue 02 Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide 60 Management Reports 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 If the 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 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 Queue level 901 916 8 Click OK to save the Print Schedule Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Gu
45. move 3 Click Yes when prompted Wallboard Schedules A Wallboard Schedule is 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 Select System or the Queue to which the Wallboard is assigned and the Schedule is to apply 3 From the drop down menu select Wallboard The Schedule tab shows any Schedules that have been previously created 4 Click New 5 From the drop down menu option titled Day select the day s you want to display a Message 6 From the drop down menu option titled Time enter the time of day you want the message to be sent using 24 hour format P0911643 Issue 02 Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide 34 Wallboards 7 From the drop down menu option titled Message select the Message you want to send 8 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 1 From the Schedule tab click an
46. n shows the number of occasions when all lines were busy and the total amount of time for which this condition prevailed The agent information shows the number of times that there were no agents available and the total amount of time for the period P0911643 Issue 02 Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide 52 Management Reports Enterprise Edge Call Center Reporting Report Manager System Daily Report 08 04 1999 Elle View Report Window Help Blelse Ela i S System Capacity Report Lines Fal System Capacity Report Agents ol xj ALL LINES BUSY NO AGENTS AVAILABLE NUMBER TOTAL TIME NUMBER TOTAL TIME 0 0 00 00 120 0 14 06 0 0 00 00 0 0 00 00 0 0 00 00 0 0 00 00 For Help press F1 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 AVAILAB Total time when there were no agents available to receive TOTAL TIME calls Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02 Management Reports 53 Call Profile Report The Ca
47. nalysis ab Peak fab onte ieee Ee Dese Ee Average tab oie ote deo Re e ens Real Time Information Introdtictlo D nn stetit abo tuia RealTime EE Meteo gege LL D D Queue level sese nnne nennen aia Seele Ee Re UE Abandoned Call Report ssssssseesrssrssrssrssissrnnsrrnsresrre Incoming Call Report Agent Activity Report Average Time Heport eene System Capacity Report ssssssssssseese Call Profile Report ssesseesseesseesseesseessneesrsnrnnnnsrnnsrnnsennsennns Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02 Table of Contents 3 Agent Profile REpOrt cceececceeeseeceeeeeeeeeeeeeeeeeeeeeeeeseeaaesesesaaeeeeeeeeneeseeneeeeees 54 Summary Reportase trena anapa eaa iea a aa aaa apa aas aata SENA 55 Printing ee LE 55 Abandoned Caller ID Report nennen 56 Configuration Report enne nnne enn nnne rene 58 Print Sched le 3 5 es E 59 LING 61 P0911643 Issue 02 Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide How to use this guide 1 Introduction This guide is designed to assist a System Manager in the installation set up and operation of Enterprise Edge 2 0 Call Center Reporting 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 pres
48. nd the Enterprise Edge 2 0 Call Center Reporting software re installed to allow you to Log In This would reset the password back to the default value of 900 Serial Port If an optional Wallboard is to be attached to the Master Client PC and driven by the Enterprise Edge 2 0 Call Center Reporting a serial port COM Port on the Master Client PC needs to be configured to allow Enterprise Edge 2 0 Call Center Reporting to feed information to the Wallboard Note If the serial port is changed at a later date the change will not take effect until both the Enterprise Edge 2 0 Call Center Reporting and RDB Server are closed down and restarted Configuring the Serial Port 1 Click the Serial Port tab 2 From the drop down menu select the COM port that the Wallboard will be connected to 3 Click OK P0911643 Issue 02 Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide Wallboards 6 Introduction With the addition of Enterprise Edge 2 0 Call Center Reporting your Enterprise Edge 2 0 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 Queues or totals for the whole Enterprise Edge 2 0 Call Center system Enterprise Edge 2 0 Call Center Reporting will support a maximum of 16 Wallboards Different parameters can be displayed on each Wallboard Wallboards can also be configured to display text
49. ndow 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 do not enter the IP Address of the Master Client PC You must enter the Network Name of the Master Client PC for the Multiple Client software to operate correctly Troubleshooting Enterprise Edge 2 0 Call Center Reporting If the Master Client including the RDB Server is closed down and then restarted Enterprise Edge 2 0 Call Center Reporting will have no knowledge of any Agents who are still Logged In to Enterprise Edge 2 0 Call Center nor will it have any knowledge of any Calls which are already in progress In other words all of the Enterprise Edge 2 0 Call Center Queues will be considered to be in the Out Mode The same situation will occur if the Enterprise Edge 2 0 is closed down and restarted and Agents Log In to Enterprise Edge 2 0 Call Center before the Master Client software has been restarted The solution to both of these scenarios is that for either accidental or scheduled disconnection or power down of the Enterprise Edge 2 0 the Enterprise Edge 2 0 Call Center Reporting Master Client software must be closed down Note When Enterprise Edge 2 0 Call Center Reporting Master Client is restarted Agents should be told to Log Out and then Log In The following procedures explain how to recover from data loss between Enterprise Edge
50. ng Enterprise Edge 2 0 Call Center 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 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 Queues you wish to view or administer To be able to access all of the Queues 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 Queue enter a Queue level also called Supervisor level User ID and Password The Supervisor User Ids are 901 for Queue One 902 for Queue Two and so on up to 916 for Queue Sixteen Note The User IDs are pre set at 900 901 902 916 and cannot be altered The Passwords also default to 900 901 902 916 but the Passwords may be changed in the configuration P0911643 Issue 02 Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide 18 Using Enterprise Edge 2 0 Call Center Reporting 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 Queue One and you would enter User ID 914 Password 914 to gain access as the Supervisor of Queue Fourteen
51. oard schedule 34 Documentation 6 27 E Editing Agent information 23 Editing lines 22 Editing Wallboard alarm 33 Editing Wallboard messages 31 Editing Wallboard Schedule 34 Enterprise Edge 13 Enterprise Edge Call Center 6 9 17 19 22 27 36 42 49 Enterprise Edge Call Center Reporting 5 6 7 8 9 10 13 14 15 16 17 18 19 20 21 22 23 24 25 27 28 29 35 36 37 42 45 58 Erasing Wallboard messages 31 Exiting 18 19 F Feature card 7 File sharing 11 Folders on C drive 9 12 13 Forgotten password 24 G Grade of Service 29 30 36 39 41 48 55 Graphical format 37 44 45 56 P0911643 Issue 02 Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide 62 Index Hardware 5 Help Topics 20 45 Historical reports 43 Hourly reports 43 How this guide is organized 5 How to use this guide 5 I Icon 17 18 20 45 ID number of agent 23 Incoming Call Report 47 Installation 5 16 Installation prerequisites 9 Installing Wallboard 27 K Key performance statistics 53 Keycode 9 L Line configuration 22 Line information 48 List of reports 44 Logging in 17 19 Logging out 18 19 M Management reports 7 19 36 42 44 59 Maximum capacity 51 Minimum PC specification 8 Monthly reports 44 Multiple Client software 10 13 Multiple Wallboards 7 27 N Naming Queues 23 Numerical format 37 44 45 55 56 60 O
52. orting once the Enterprise Edge 2 0 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 Enterprise Edge Call Center Reporting System Manger is currently signed in with access to configuration Multiple access to Configuration denied Continue Signing in without access to Configuration Enterprise Edge 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 P0911643 Issue 02 Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide 16 Installing Enterprise Edge 2 0 Call Center Reporting Folders created on the Call Center Reporting Multiple Client PCs Unless you choose to select a different installation destination during the installation of the Enterprise Edge 2 0 Call Center Reporting Master and Multiple Client software a folder will be automatically created on the C drive of the PC called Program Files Nortel Networks Call Center Reporting This folder will contain the application files used by Enterprise Edge 2 0 Call C
53. orts are also available in a graphical format and this can be selected by clicking View and then Graph P0911643 Issue 02 Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide 46 Management Reports Selecting Numeric from the View menu option changes the report back to a numerical format again Note The Answered Call Abandoned Call Incoming Call Call Profile and Summary reports can all be viewed in both numerical and graphical formats Reports viewed at a System level will show information summarising the totals for each Queue Reports viewed from a Queue 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 File View Report Window Help CALLS 00 20 00 40 01 00 01 20 01 40 02 00 gt 02 00 99 76 24 0 0 0 0 0 74 68 32 0 0 0 0 0 25 100 0 0 0
54. ou to view and open report in a graphical format if available Numeric allows you to view and open report in a numerical format Report This option displays a list of all the reports available for you to view This list will depend on whether or not you selected to view information for a Queue 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 e Summary Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02 Management Reports 45 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 Enterprise Edge Call Center Reporting displays the software version number 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 text box will appear with a description of its use Viewing Reports Reports are viewed from 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 4 System Monthly Report 12 1998 For Help press F1 The Report Manager window By default all reports open in numerical format Some rep
55. port can be daily weekly or monthly The report highlights in both graphical and numerical formats key statistics such as abandoned calls Grade of Service and call waiting times The peak and average performance figures are shown for comparison jEnterprise Edge Call Center Reporting System Manager Current Daily Report ej xj File View Report Window Help Blaise s lol ai pw Summary Report Wednesday Day of Week 08 04 99 Average Total Incoming Calls 240 Total Answered Calls 240 0 Total Abandoned Calls 0 0 Total Night Calls D Total Overflowed Calls D D Day of Week 08 04 99 Last Average Average Time to Answer 00 13 00 00 00 00 Average Time to Abandon 00 00 00 00 00 00 Average Incoming Call Duration 01 00 00 00 00 00 Average Outgoing Call Duration 00 48 00 00 00 00 Average Grade of Service 100 0 0 Graphical Summary Total Incoming Calls Total Outgoing Calls 4 D t ot eT UNE UL UUWUUUUUUII Total Answered Calls Total Abandoned Calls 4 et e A al at TITTLE TITTIES ITT U DUU ereere Grade of Service Exchanae Line Utilization For Help press F1 Summary Report Graphical 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 Sch
56. r Reporting One of the drop down options is Sharing Click on this and you are shown the following Call Center Reporting Properties CALL CENTER E Head dry guor mm Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02 Installing Enterprise Edge 2 0 Call Center Reporting 13 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 Under Access Type click Full Leave the Password box blank Repeat steps 6 to 8 for the second folder called Program Files Nortel Networks Call Center Reporting Stats Note Windows NT Workstation 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 Installing Enterprise Edge 2 0 Call Center Reporting software onto additional PCs The Enterprise Edge 2 0 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 Installing Enterprise Edge 2 0 Call Center Reporting Multiple Client 9 Exit any Windows programs that are running On the taskbar click the Start but
57. r Reporting Set Up and Operation Guide 50 Management Reports The agent information includes Title Description LOG IN TIME Time spent logged in to the Enterprise Edge 2 0 Call Center INCOMING TIME Time spent on incoming calls OUTGOING TIME Time spent on outgoing calls WRAP UP TIME Time spent in post call wrap up BUSY TIME Time spent in the make Busy 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 both Queues can be compared When viewed at Queue level this report shows the average incoming and outgoing call duration of each agent relative to the average of all agents ORIS Edge Call Center Reporting System Manager Current Daily Report ej xj File View Report Window Help Sekls lu ai Average Time Report Lines WAITING TIME INCOMING CALL TIME ABANDONED CALL TIME CALLS AVERAGE CALLS AVERAGE CALLS AVERAGE 0 00 15 180 0 01 01 0 00 00 0 00 33 0 00 46 0 00 00 0 00 07 0 01 06 0 00 00 0 00 05 0 01 10 0 00 00 0 00 00 0 00 00 0 00 00 Average Time Report Agents INCOMING CALL TIME OUTGOING CALL TIME WRAP UP TIME CALLS AVERAGE CALLS AVERAGE CALLS AVERAGE 180 0 01 01 0 00 00 180 0 00 08 60 0 01 06 0 00 00 60 0 00 09 60 0 01 10 0 00 00 60 0 00 08 60 0 00 46 0
58. ram used to gather and store the event data sent from the Enterprise Edge 2 0 The RDB Server must be running whenever statistical data needs to be collected For this reason 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 Enterprise Edge 2 0 Call Center Reporting Real Time screens P0911643 Issue 02 Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide 8 System overview and access the reports other PCs on your network may be loaded with the Enterprise Edge 2 0 Call Center Reporting Multiple Client software known as Multiple Clients Multiple Client PCs communicate with the Master PC they do not communicate with the Enterprise Edge 2 0 directly For Multiple Clients to operate the RDB Server must be running on the Master Client PC For this reason 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 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 WHICH WILL RUN THE CLIENT SOFTWARE MUST BE RUNNING THE MULTIPLE CLIENT e SOFTWARE NO PC MAY BE USED TO RUN TWO SETS OF SOFTWARE AND THE
59. terprise Edge 2 0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02 Management Reports 57 jEnterprise Edge Call Center Reporting System Manager _ a x Level View System ManagementInfo Window Help s el aaa salza tn i n lil eB eee Sales Abandoned Caller ID Report DATE TIME CALLER ID LINE NAME TIME WAITED 1999 08 03 14 43 30 441244123456 LineQ1 00 00 11 1999 08 03 14 43 31 001140323432 LineO3 00 00 10 1999 08 03 14 43 40 441244987554 Une 00 00 20 1999 08 03 14 43 45 441244246810 Line05 00 00 25 1999 08 03 14 44 11 001413666555 Line01 00 00 41 1999 08 03 14 44 20 01244808080 Line02 00 00 48 For Help press F1 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 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 P0911643 Issue 02 Enterprise Edge 2 0 Call Center Reporting Set Up and Operation G
60. 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 P0911643 Issue 02 Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide 32 Wallboards Sending Wallboard Messages A Message can be sent manually to a Wallboard at any time l 2 3 From the Message tab click and highlight the Message you want to send Click Send Note If the 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 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 Queue or too many Agents in the busy state An audible Buzzer accompanies Wallboard Alarms if this option is configured in the Wallboard Settings tab Creating a Wallboard Alarm 1 2 From the main menu click Management Info Select System or the Queue to which the Wallboard is assigned and the Alarm applies From the drop down menu select Wallboard
61. then click Control Panel The Control Panel window appears 3 Double click on the Network icon Ss The Network window appears with the Configuration tab displayed 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 Enterprise Edge 2 0 Call Center Reporting Master Client 1 Exit any Windows programs that are running 2 On the taskbar click the Start button point to Find and then click Computer 3 The Find Computer dialog box appears 4 In the Named list box type the name of the Enterprise Edge 2 0 or select the Enterprise Edge 2 0 from the list If you do not know the name ask your System Administrator Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02 Installing Enterprise Edge 2 0 Call Center Reporting 11 5 Click the Find Now button 6 The Enterprise Edge icon appears in the list 7 Double click the Enterprise Edge icon 8 Double click the Program Files folder 9 Double click the Nortel Networks folder 10 Double click the Public folder 11 Double click the Enterprise Edge Call Center Reporting Master folder 12 Double click on the Setup exe file and then click OK 13 The Nortel Networks Connects Splash Screen and the Enterprise Edge Call Center Reporting Welcome screens appear
62. to 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 Busy Enter the times in the format mm ss Call Waiting Alarm If any incoming call waits longer to be answered 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 Enterprise Edge 2 0 Call Center Reporting It is good working practice for the time entered here to be the same as the Primary Alert in Enterprise Edge 2 0 Call Center programming This ensures that when an alarm condition exists in the Enterprise Edge 2 0 Call Center that alarm condition is also reported by Enterprise Edge 2 0 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 Enterprise Edge 2 0 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 answered within the target time and quantifies the leve
63. ton point to Find and then click Computer The Find Computer dialog box appears In the Named list box type the name of the Enterprise Edge 2 0 or select the Enterprise Edge 2 0 from the list If you do not know the name ask your System Administrator Click the Find Now button The Enterprise Edge icon appears in the list Double click the Enterprise Edge icon Double click the Program Files folder Double click the Nortel Networks folder 10 Double click the Public folder P0911643 Issue 02 Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide 14 Installing Enterprise Edge 2 0 Call Center Reporting 11 Double click the Enterprise Edge Call Center Reporting Client folder Make sure you have clicked on the Enterprise Edge Call Center Reporting Client folder and NOT the Enterprise Edge Call Center Reporting Master folder There can only be one PC on your network Configured as a Master Client 12 Double click on the Setup exe file and then click OK 13 The Nortel Networks Connects Splash Screen and the Enterprise Edge Call Center Reporting Welcome screens appear 14 The Choose Destination Location window appears 15 Click Next to accept the default location To change the directory location click Browse choose another directory location and then click Next 16 As installation proceeds a number of status dialog boxes appear indicating the progress of the installation The Setup Complete wi
64. ue Status Legend Incoming E Outgoing Busy E Available ll gt Alarm W Sales Sales Service System level Graphical Real Time Screen The information displayed in the graphical windows includes System Graphical Real Time Lines Queue time of longest waiting call Number of 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 Status duration of all agents logged in Queue name to which each agent belongs Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02 Real Time information 39 8 Enterprise Edge Call Center Reporting System Manager 8 x Level View System Managementlnfo Window Help a4 g ei cte Waiting Outgoing incoming Oldest Call 00 25 0 00 0 00 0 00 0 00 0 00 gt cooooocococoocdJ3rt3s 31 OOOOOOO OO Ot3 1 OO OO OO OO OO 1 OOOO OO OO ON A OO OO OO OO CO OOOOO OO Im System Numeric Real Time Agents rif x Service Status 00 11 Queue Available Incoming Busy Outgoing Abandoned Grade of Service Sales 2 2 Service Trade Queue4 QueueS Queueb Queue Queue Queueg Queue10 00 00 00 00 00 00 00 00 00
65. ue 02 Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide 10 Installing Enterprise Edge 2 0 Call Center Reporting TCP IP Protocol Enterprise Edge 2 0 and Enterprise Edge 2 0 Call Center Reporting use the industry standard TCP IP protocol for communication between the Enterprise Edge 2 0 Call Center and the Enterprise Edge 2 0 Call Center Reporting Master Client PC and also for communication between the Master Client PC and the Multiple Client PC s This means the Windows Network component is required for all Enterprise Edge 2 0 Call Center Reporting Client PCs both for the Master Client and for the Multiple Clients The Enterprise Edge 2 0 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 in order to operate as a Enterprise Edge 2 0 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 Enterprise Edge 2 0 Call Center Reporting Client application installed 2 Onthe Windows taskbar click Start point to Settings and
66. uide 58 Management Reports Configuration Report This report will display all the configuration settings of your Enterprise Edge 2 0 Call Center Reporting system at System Manager level 900 or the configuration settings for your Queue at Queue level 901 916 To view the Configuration Report 1 Click Management Info from the System Manager Main window 2 Select System 3 Click Configuration Report The configuration settings can be displayed for the System or for each Queue by clicking on the tabs at the bottom of the window Enterprise Edge Call Center Reporting System Manager 8 x Level View System Managementlnfo Window Help el ell PX Manager Configuration Report Barrel to Bottle Wines Co Red Street White City California USA Queue Sales Sales Sales Sales Sales Sales Service Serice Serice Serice ent Name System Set u For Help press F1 The Configuration Report To print the Configuration Report 1 Click Level from the System Manager Main window 2 Click Print Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02 Management Reports 59 Note The Configuration Report is only available for printing while the report is open on the screen 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
67. 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 Queuel Queue2 Queuel6 or Not Used Wallboard Type Enterprise Edge 2 0 Call Center Reporting supports Wallboards from both Spectrum and Shorekarn From the drop down menu select the make and model of Wallboard connected to Enterprise Edge 2 0 Call Center Reporting Wallboard Title A Wallboard Title is a line of fixed text on the top line of two line Wallboard It is typically used to indicate the Queue or System to which a Wallboard has been assigned A Title can be up to 16 characters long This option is only available if a two line type of Wallboard has been selected 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 Enterprise Edge 2 0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02 Wallboards 29 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

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