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Hitachi CB 75FA Saw User Manual

1. Adding agents to an agent map You cannot add an agent directly to an agent map Instead you must add the agent to the filter that you assign to the agent map Prerequisites Ensure you have agent elements in a filter See Adding agent elements to a filter page 18 Procedure steps Step 1 2 Action On the main menu click Filters Manage Filters On the Filters tree click the filter that is assigned to the agent map 44 NN44400 710 Contact Center Performance Management 12 November 2010 Graphical displays Click the Agent tab Select the agents to add to the agent map Click Submit to save the changes On the main menu click Displays View Displays N Oo oO Ff W On the system tree click the Graphical Displays folder under the server containing the agent map 8 Double click the agent map and then view the added agent End Arranging agents in an agent map using drag and drop Position an agent within the agent map Procedure steps Step Action 1 On the agent map display right click the agent block to move within the display 2 While pressing the right mouse button on the agent drag the agent to the new position within the agent map Release the mouse button to leave the agent in the new position 4 Click Save Layout to save the new arrangement End Arranging agents in an agent map automatically Arrange agents in alphabetical order within the agent map Procedure steps Step Action 1 O
2. Prerequisites You must know the name and location of the report template to update You must know the name of the database table the template uses e Ensure a folder to store custom reports exists Procedure steps Step Action NN44400 710 Contact Center Performance Management 12 November 2010 113 Expert reports O ON OO a RAO DN o 11 12 13 14 15 16 Open Windows Explorer Browse to the path specified in the report folder and then select the template file Choose Copy Edit Select the folder containing the custom reports Choose Edit File Rename the template file Use Crystal Reports to open the newly named template file Choose Report Expert In the Sections list select a section to include in the report If the Suppress No Drill Down or Hide Drill Down Ok check boxes appear as selected clear them If the Suppress No Drill Down or Hide Drill Down Ok properties have a formula click the button otherwise proceed to step Delete the formula Click the Save and close icon Import the report Under report is based on the following data select the report type If the original name contains config select Configuration For other reports select Other Statistical data If you select Other Statistical data enter the table name or view in step 1 and replace the first character with the letter i i End 114 NN44400 710 Contact Center Performance Management 12 November 2
3. Procedure steps Step Action 1 In the left pane under the server that contains the real time display to customize navigate to the display In the right pane click the Columns tab To add columns to the display from the Available Fields list select a column and then click Add Field 4 In the Column Name box type the new name to appear in the real time display grid and then press Tab The new column name appears in the sample table You can change as many names as you want After you change the names click Submit to save your changes Click Launch Display to view the real time display to see your changes End Changing the column width in a real time display You can customize the columns of private displays only If you choose a public display you must first copy it and save it in your private folder before you can customize the columns For more information see Creating a private real time display page 24 Prerequisites e Log on to Real Time Reporting See Logging on to Real Time Reporting page 23 Procedure steps Step Action 1 In the left pane under the server that contains the real time display to customize navigate to the display 2 In the right pane click the Columns tab 3 Click the name of the column to resize NN44400 710 Contact Center Performance Management 12 November 2010 63 Real time report customization 4 In the Column width box type the width of the column in characters
4. On the summary chart click Export BMP OR Click Export JPG NN44400 710 Contact Center Performance Management 12 November 2010 31 Exported displays A message box appears with the name of the exported file and the export time For example if you export the Agent display site summary chart for the Winnipeg site as a omp file on June 29 2000 at 2 23 p m the exported file name is StandardAgent_Winnipeg_20000629_142307 bmp Click OK End Exporting network summary charts You can export network summary charts as a bit map or a jpeg file Prerequisites e Log on to Real Time Reporting See Logging on to Real Time Reporting page 23 e Ensure that you have an NCC server Procedure steps Step 1 Action In the left pane under the Network Control Center NCC server open the desired public or private network consolidated real time display From the display click Network Summary On the network summary chart click Export BMP OR Click Export JPG A message box shows the exported file name and the export time For example if you export the Network Consolidated Agent Position Status Count network summary chart as a bmp file on June 29 2000 at 2 23 p m the exported file name is Ntwk_AgentPositionCount_20000629_142307 bmp Click OK End 32 NN44400 710 Contact Center Performance Management 12 November 2010 Exported displays Viewing an exported real time display You must view an exported real ti
5. Real time report customization Prerequisites e Customize the columns in private displays only If you choose a public display you must first copy it and save it in your Private Tabular Displays folder before you can customize the columns See Making a public copy of a graphical display page 40 Procedure steps Step Action 1 In the left pane under the server that contains the display to customize navigate to the private display In the right pane click the Columns tab From the sample table click the statistic to delete from the real time display Click Delete a W N Click Submit to save your changes End Moving the chart contents within the window You can move the summary chart contents within the window frame to concentrate on specific areas of the chart Prerequisites e Log on to Real time reporting See Logging on to Real Time Reporting page 23 Procedure steps Step Action 1 While viewing the chart press Shift 2 While pressing Shift hold down both mouse buttons 3 On the chart move your mouse to drag the contents to the desired position 4 Release Shift and the mouse buttons 5 To restore the chart to the original state press R on your keyboard End Rotating a summary chart Rotate a summary chart to view the complete content 66 NN44400 710 Contact Center Performance Management 12 November 2010 Real time report customization You cannot rotate network summary charts Prerequis
6. To modify the Group Field Properties from the Group by list select a field and then from the Sort Order list select Descending Order Click Next In the Summaries window from the Fields list under the dSkillsetStat heading select CallsAnsweredAfterThreshold From the Summation Type list select Sum This summation type totals all calls answered after the threshold is reached From the Groups list select the following check boxes 136 NN44400 710 Contact Center Performance Management 12 November 2010 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 Report Creation Wizard Report Footer e Group Footer 1 Group Footer 2 e Group Footer 3 Click Add The CallsAnsweredAfterThreshold field Sum summation type and the selected report sections appear in the Summary Data list From the Fields list under the iSkillsetStat Formulas heading select RCW_CallsAnsweredBeforeThreshold From the Summation Type list select Sum This summation type totals all calls answered before the threshold is reached From the Groups list select the following check boxes Report Footer Group Footer 1 e Group Footer 2 Group Footer 3 Click Add The RCW_CallsAnsweredBeforeThreshold formula Sum summation type and the selected report sections appear in the Summary Data list Click Next In the Report Layout window double click the Page Header section In the Page Heade
7. e Defining the Sybase DSN page 98 e Installing the Cach ODBC driver CCMS page 99 e Defining the Cach ODBC DSN CCMS page 101 e Installing the Cach JDBC Driver page 101 e Running the Database View Definition report page 102 e Installing the Cach ODBC driver CCMM page 102 e Defining the DSN CCMM page 103 e Creating a report and connecting to the database Crystal page 104 e Changing a database alias page 105 e Setting the page orientation page 106 e Creating reports using Microsoft Excel page 106 e Creating reports using Microsoft Access page 107 e Saving a report template in Crystal Reports 11 page 109 Importing a user created Crystal Report page 110 e Linking subreport Timestamp fields page 111 e Adding customized formulas to a report Crystal page 112 e Creating a custom report page 113 NN44400 710 Contact Center Performance Management 12 November 2010 97 Expert reports Defining a connection to the server To access the Avaya NES Contact Center Manager Server 6 0 database from Contact Center Manager Administration of the Avaya Aura Contact Center database you must define a connection to the server and the DSN Prerequisites e Have the Avaya NES Contact Center Manager Server 6 0 installed e Sybase Open Client is installed on your Contact Center system Procedure steps Step Action 1 From the Windows Start menu choose Run Type dsedit and then click OK Sele
8. The Open RCW Report dialog box closes and the path appears in the Location box From the Time zone list select the time zone the report uses as default Attention Avaya recommends that you use the Client Timezone setting This setting automatically adjusts the report interval based on the client time zone In the Comment box type additional information about the report Click the Report Options header In the Report Options section select a Report Mode The options are Standard or Private The Report Mode determines whether the report imports to a standard or private folder location 10 For advanced reports only From the Report Type list select a report type 11 From the Report Group list select the standard report folder into which you import the report For private reports you import the report into your private folder 12 In the Select Server list select the servers to which to import the report 13 Click the Data Range header 14 If you import a simplified report in the Data Range section select the Interval Modes for which this report is generated and then proceed to step 18 15 If you import an advanced ODBC report from the Table Alias list select a table 16 In the Table box for the data range that matches the selected Table Alias time period type the table name 17 In the Timestamp box for the data range that matches the selected Table Alias time period type the name of the field For example if report
9. New in this release 7 Features 7 Contact Types 7 Summarized historical statistics interval 7 Expert consultation 7 Real time Reporting Dashboard Display 7 Other changes 7 Introduction 9 Performance management fundamentals 11 11 Filters 11 Thresholds 12 Historical statistics 12 Real time statistics 12 Network consolidated displays 13 Nodal displays 13 Access and partition management 13 Crystal Reports 13 Filter management 15 Creating a filter in Real time Reporting 15 Creating a filter in Historical reporting 16 Adding skillset elements to a filter 16 Adding application elements to a filter 17 Adding agent elements to a filter 18 Removing elements from a filter 19 Deleting a filter 19 Applying filters to real time displays 20 Applying supervisor reporting agent combinations to real time displays 20 Removing filters from a real time display 21 Real time Reporting 23 Logging on to Real Time Reporting 23 Creating a private real time display 24 Making a public copy of a private real time display 25 Deleting public displays 26 Applying custom formulas to real time displays 26 Starting a network summary 27 Printing a summary chart 27 Printing a real time display 28 Deleting a private display 28 Deleting an exported real time display grid 29 Viewing the non staffed skillsets 29 NN44400 710 Contact Center Performance Management 12 November 2010 3 Contents Exported displays 31 Exporting summary charts 31 Exporting networ
10. 94 NN44400 710 Contact Center Performance Management 12 November 2010 Historical Reporting Running a report from a different time zone You can select the time zone to run an on demand report or schedule report The time zone that you select applies to the data range of the report and the report schedule The default time zone is the time zone of the selected server The data range refers to the stored data in Contact Center Manager Server Therefore the system always converts the data range times that you enter to Contact Center Manager Server time In a network of contact centers some sites in the network can be in different time zones To schedule and run reports effectively ensure that you know the time zones for the following two servers e Contact Center Manager Server e Contact Center Manager Administration server Prerequisites e Log on to Historical Reporting SeeLogging on to Historical Reporting page 74 Procedure steps Step Action 1 In the left pane select the server that contains the report to run In the expanded list double click the folder that contains the report to run Select the report to run In the right pane click Report Details In the Time Zone field select a time zone O a Ff W ND Click Run Now to generate the report End Deleting a report You can delete reports from your private report templates folder and reports in your group folder that you create You cannot delete public repo
11. However you access the report template by opening your Private Report Templates folder under the same server to which you imported it To share the report template with other users you must save your private report in your Group folder if you have access to a group folder For more information see Creating a shared or private report page 81 Parameter reports require user input at the time of running Therefore you can run these reports only on demand you cannot schedule parameter reports You cannot save the values that you select when you run the report Instead each time you run the report you must select the parameter values Prerequisites e Log on to Historical Reporting See Logging on to Historical Reporting page 74 Procedure steps Step Action 1 In the left pane select the server to which to import the new report template 2 On the Report menu click Import The Template Importing Wizard appears 3 In the Directory and folder name box type the location in which to store the report OR Click Browse to navigate to the location In the Template name box type the name of the parameter report to import From the Report is based on the following data list select Parameters Click Next and then follow the wizard prompts to import your report template to the server End NN44400 710 Contact Center Performance Management 12 November 2010 85 Historical Reporting Editing a report You can edit the properties of pr
12. Manager Server on which to create edit or view the Report Creation Wizard report 4 From the Report menu select Report Creation Wizard End Opening an existing report Select the Open Existing Report option to open an existing report After you select this option a navigation tree appears Navigate to the report to open You can choose from previously created reports or from a list of sample reports Prerequisites e Start Report Creation Wizard Procedure steps Step Action 1 From the Report Type window select the Open Existing Report option 2 Click the folder that contains the report to open 3 From the list of reports select the report 4 Click Next End Creating a simplified report Select the Create Simplified Report via Report Definitions option to use one of the report definitions available with Report Creation Wizard 126 NN44400 710 Contact Center Performance Management 12 November 2010 Report Creation Wizard If you choose to create a simplified report you can choose from a list of standard report definitions in the Data Source window The Data Source window lists the available report definitions based on the server type selected If the contact center is multimedia enabled the multimedia report definitions are also available Prerequisites e Start Report Creation Wizard See Starting Report Creation Wizard page 126 Procedure steps Step 1 a fF W N Action In the Report Type windo
13. W N Action From the Filters menu select Manage Filters In the left pane select the filter to edit Select the Contact Center Manager Server on which to add the elements Select the Application tab In the list of available applications select the check box for each application to add to the filter NN44400 710 Contact Center Performance Management 12 November 2010 17 Filter management 7 To choose all available applications select the Select All check box Click Submit to save your changes End Adding agent elements to a filter Include specific agents statistics by adding agent elements Prerequisites e Log onto Real Time Reporting or Historical Reporting See Logging on to Real Time Reporting page 23 or Logging on to Historical Reporting page 74 e Create at least one filter See Creating a filter in Real time Reporting page 15 e Ensure that you have access to filters Ensure that you do not log on as the webadmin Procedure steps Step 1 oa A WwW ND NJ 10 11 Action From the Filters menu select Manage Filters In the left pane select the filter to edit Select the Contact Center Manager Server on which to add the elements Select the Agents tab Click the Assign Agents heading From the first list select Last Name First Name Department Comment or Login ID From the second list select contains is equal to or start with In the box type a value to search Yo
14. a combination of the three data types Use filters to specify the skillset application and agent data that you want to see in the real time displays In the Filters window configure the filters from all elements in the partition assigned to you After you can assign the filters to your private real time displays The real time displays show subtotals of data for each filter which further divide into the subtotals for each site that belongs to the filter For network consolidated real time displays the system calculates the network total for each of the two types of statistics for raw statistics such as the number of calls answered the network total is the sum of all filter subtotals e for calculated statistics such as the average answer delay the network total is the amount reached after applying the appropriate formula to the sum of all individual statistics in the column The system does not use the subtotal values in this calculation NN44400 710 Contact Center Performance Management 12 November 2010 11 Performance management fundamentals Thresholds With the filters feature you select the sites and site resources to include in a network consolidated report for example the Network Consolidated Skillset Performance Report After you create a filter you can include the filters whenever you generate a report You can create multiple filters by selecting different sets of sites and resources for reporting You can als
15. advanced report page 133 Import the report to Historical Reporting See Importing a report to Historical Reporting page 140 e Log on to Historical Reporting Procedure steps Step Action 1 In the left pane click the server to which you want to log on 2 Navigate to the folder in which the Report Creation Wizard report to edit is stored The report icon for a Report Creation Wizard report is different from the report icon for a standard report 3 Right click the report and then click Edit The report appears in Report Creation Wizard in the Report Layout window All buttons in the navigation bar and the toolbar are enabled Edit the report On the toolbar click Save All changes are effective immediately End Viewing or modifying the object name in Crystal Reports If you apply a report template Report Creation Wizard uses the object name to determine if an object exists on the report If report does not include the object name RCW adds the object according to the specified settings and location in the report template If the object name exists in the report the new object replaces the previous object according to the specified settings and location in the report template Prerequisites e Ensure that Crystal Reports 10 is installed Procedure steps Step Action 1 On the object right click and then select Format lt Object Name gt 2 In the Format Editor select the Common tab NN44400 710 Contact
16. black and white If you select black and white the system represents the summary statistics in varying shades of gray with distinct patterns for each type of data If you select color the system assigns a different color to represent each type of data Prerequisites e Log on to Real Time Reporting See Logging on to Real Time Reporting page 23 Procedure steps Step Action 1 In the left pane under the server that contains the display to customize navigate to the display 2 In the right pane on the Properties tab from the Site summary fill and Network summary fill lists select whether to see the charts in color or in a black and white pattern 3 Click Submit to save your changes The option that you choose becomes the default color for all site summary and network summary charts However when you view a chart you can change the fill color instantly by clicking Color Pattern at the bottom of the chart panel End 62 NN44400 710 Contact Center Performance Management 12 November 2010 Real time report customization Changing column names You can change the column names of private displays You can customize the columns of private displays only If you choose a public display you must first copy it and save it in your Private Displays folder before you can customize the columns See Creating a private real time display page 24 Prerequisites e Log on to Real Time Reporting See Logging on to Real Time Reporting page 23
17. boxes 49 In the Page Header section modify the following Object Properties Page Header field Title Width Font Color check boxes AgentLogin Agent Login 80 Purple Bold Underline RCW_AgentName Agent Name 120 Purple Bold Underline CallsAnswered Calls 80 Purple Bold Anewergu Underline RCW_TalkTime Talk Time 80 Purple Bold Underline 50 Double click the Group Header 1 section 51 In the Group Header 1 section click Skillset 52 On the Object Properties page modify the following properties From the Font Color list select Blue e Select the Bold check box 53 Double click the Group Header 2 section 54 In the Group Header 2 section click Timestamp 55 On the Object Properties page modify the following properties From the Font Color list select Blue e Select the Bold check box 56 On the toolbar click Save 57 In the Save RCW Report window select a folder in which to save the report 58 In the Report Name box type Agent By Skillset Performance rpt 132 NN44400 710 Contact Center Performance Management 12 November 2010 Report Creation Wizard Attention Avaya recommends that you use a name different from the standard report definitions to quickly identify that it is a custom report and to determine the type of data that the report generates 59 Click Save End Creating an advanced report Select the Create Advanced Report via ODBC option to use an ODBC DSN You can choose a combination of views from the data
18. can also use the Contact Center Manager Template Importing Wizard to import existing custom Contact Center Manager Server report templates one at a time into Contact Center Manager Administration To share the report template with other users you must save your private report in your Group folder if you have access to a group folder For more information see Creating a shared or private report page 81 You can import three type of reports Historical Configuration and Parameter Prerequisites e Log on to Historical Reporting See Logging on to Historical Reporting page 74 Procedure steps Step Action 1 In the left pane click the server to which to import the new report template 2 From the Report menu select Import 84 NN44400 710 Contact Center Performance Management 12 November 2010 Historical Reporting 3 In the Template Importing Wizard follow the prompts to import your report template to the server End Importing a parameter report You can use the Template Importing Wizard to import parameter report templates into Contact Center Manager created using the Crystal Reports application A parameter report is a Crystal Reports template with special parameter fields that require the user to enter or select data at the time of running the report Some parameter fields such as date and time require user input When you import a report template you save it on the Contact Center Manager Administration server
19. from generating successfully You can change the properties of a public report template only by saving a copy of the template as a shared or private report See Creating a shared or private report page 81 88 NN44400 710 Contact Center Performance Management 12 November 2010 Historical Reporting If you choose to send the report to a file you must specify a shared folder where the Contact Center Manager Administration server sends the file This folder can be on your computer on another computer in the network or on the application server To send the file to a folder on a computer on the network the network computer must be accessible from the Contact Center Manager Administration server For more information see the Avaya Aura Contact Center Commissioning NN44400 312 The report schedule that you define cannot start in the p m range and end in the a m range After the system converts your selected time to Contact Center Manager Administration server time if the converted start time is in the p m range and the converted end time is in the a m range an error message appears In this case you must re enter the schedule start and end times taking into account the time difference with the application server Prerequisites e Log on to Historical Reporting See Logging on to Historical Reporting page 74 e Ensure that you are familiar with defining selection criteria See Defining the selection criteria page 75 Proc
20. is based on the iSkillsetStat table alias the entries for each data range appear in the following table Interval Mode Table Name Timestamp Interval iSkillsetStat Timestamp Daily dSkillsetStat Timestamp Weekly wSkillsetStat Timestamp Monthly mSkillsetStat Timestamp NN44400 710 Contact Center Performance Management 12 November 2010 141 Report Creation Wizard 18 Click Import End Example of importing the simplified Agent By Skillset Performance report to Historical Reporting Step Action 1 On the toolbar click the Import to Historical Reporting icon 2 In the Import window click Browse 3 In the Open RCW Report window click Agent By Skillset Performance 4 Click Open The Open RCW Report window closes The information in the Location box appears ol In the Report Title box type Agent By Skillset From the Time zone list select the time zone of the server to which to import the report Attention Avaya recommends that you use the Server Timezone default setting This setting automatically adjusts the report interval based on the server time zone In the Comment box type additional information about the report Click the Report Options header For the Report Mode select Private The Private Report Templates folder is automatically selected as the Report Group 10 In the Select Server list select the servers to which to import the report The Report Type is automatically selected based on the report
21. new directory named Crystal11Templates Start Crystal Reports 11 Select File Open Select the lt OldVersionTemplates gt directory Select the required report file and click Open Select File Save As Navigate to the Crystal11Templates folder Select Save To save additional Crystal Report templates repeat step 4 to step 9 End NN44400 710 Contact Center Performance Management 12 November 2010 109 Expert reports Variable definitions Variable Value lt OldVersionTemplates gt Name of the directory you select on your local hard drive Importing a user created Crystal Report To access a user created Crystal Report template you must import the report template from Contact Center Manager Server into Contact Center Manager Administration Prerequisites e You must create the report in Crystal Reports e Data sources in Report templates must reference to the Contact Center Manager Server database e You must define the parameter fields in the main report for user created parameterized reports with subreports e Use the Historical Reporting Template Importing Wizard Attention Risk of data loss Do not move the template filter after you import the report If you move the file the server cannot find the report and you must import it again Procedure steps Step Action 1 From the Launchpad click Historical Reporting Select the Contact Center Manager Server from which you require to run the rep
22. report Step 1 Action In the Report Type window select the Create Simplified Report via Report Definitions option Click Next In the Data Source window under the Report Definitions folder expand the CS1000 folder and then expand the Agent Performance folder In the Agent Performance folder select the Agent By Skillset Performance Stats report definition Click Next In the Field Selection window from the Fields list expand the iAgentBySkillsetStat heading From the iAgentBySkilsetStat list double click the following fields in the order listed e Skillset Timestamp Time e AgentLogin From the Fields list expand the iAgentBySkillsetStat Formulas heading 128 NN44400 710 Contact Center Performance Management 12 November 2010 Report Creation Wizard 9 From the iAgentBySkillsetStat Formulas list double click RCW_AgentName 10 From the iAgentBySkilsetStat view double click CallsAnswered 11 In the iAgentBySkillsetStat Formulas list double click RCW_TalkTime Each selected field and formula moves from the Fields list to the Fields Selected list 12 Change the width for the following selected fields Selected field Width iAgentBySkillsetStat Skillset 200 iAgentBySkillsetStat Timestamp 200 iAgentBySkillsetStat AgentLogin 80 iAgentBySkillsetStat RCW_AgentName 120 iAgentBySkillsetStat CallsAnswered 80 iAgentBySkillsetStat RCW_TalkTime 80 13 Click Next 14 In the Grouping wind
23. report as defined on the General Report property page report_user The logon ID of the user who printed the report site_id_name The name of the site report_language The default language used by CCM to present translated files to a report for example English United States is en us If the preferred language is not available CCM defaults to en us 112 NN44400 710 Contact Center Performance Management 12 November 2010 Expert reports Special formulas defined for use with CCM Formula Definition report_datarange The numeric value related to the data range selected in the Historical Reporting application Five possible values exist e 0 Not applicable e 1 Interval e 2 Daily e 4 Weekly e 8 Monthly report_tablenames The string representing table names used to generate the report If more than one table is used a comma separates the tables report_interval_start DateTime object representing the collection period end date and time for report report_interval_end DateTime object representing the collection period end date and time for report For more information about formulas see the Formula Editor topic in the Crystal Reports online Help This topic is available from the Help Index Search for formula editor Creating a custom report When you send reports to Record format some data is not exported To export this data to Record format create a new custom report
24. report you can choose to make a copy of the report by changing the report name in the Save As box or you can leave the report name and overwrite the existing template with your changes 8 From the Location list select the save location for your custom report You can choose between your Private and Group folders if you have access to a group folder 9 In the Comment box type comments about the report 10 From the Time Zone list select the time zone in which you want to define the data range for this report or accept the default time shown the system defaults to the Contact Center Manager Server time zone The data range depends on Contact Center Manager Server time because the server stores the data Therefore the system always converts the data range times that you enter to Contact Center Manager Server time 11 Click Save Report to save your changes The report appears in the Group or Private Report Templates folder on the server that you selected End Defining the report output You can specify whether to print the scheduled report when it generates save itasa file or both You can also specify one or more e mail addresses where the system can send a notification after the report generates If you save the report to a file you must specify a shared folder to which the Contact Center Manager Administration server sends the output file This folder can be on your computer on another computer in the network or on the a
25. the Public Tabular Displays folder 3 From the expanded Public Tabular Displays folder select the display to copy 4 In the Public Display window type the name of your new private display You can use only alphanumeric characters in the display name do not use special characters When you copy a display the system gives the new display a default name in the format server name _ display name Because each private display must have a unique name you must type a new name if you save a private display with the same default name To save the display in the Private Tabular Displays folder click Make Private Copy On the Properties page you can change the colors font size and the refresh rate End 24 NN44400 710 Contact Center Performance Management 12 November 2010 Real time Reporting Making a public copy of a private real time display After you customize a real time display and save it in your Private Tabular Displays folder you can share the display with other users by making a public copy You can copy the display to the Public Tabular Displays folder on the currently selected server or across all servers on the network to which you have access For information about making public copies of graphical displays see Making a public copy of a graphical display page 40 or Creating a public collection or public billboard collection page 53 Procedure steps Step Action 1 Log on to the Real Time Reporting component 2 I
26. the folder containing the graphical display to view Click the graphical display to view In the right pane review the current settings for the graphical display If you change settings click Submit to save your changes Click Launch While you view an agent map or billboard graphical display the display can change color This change alerts you when the statistic values exceed the configured threshold values In addition to changing color if you select the Pop to front on threshold option when you configure the display the display moves to the front of all other browser windows open on your computer The display does not move to the front of open software applications such as Microsoft Word For agent map displays text flashes when a threshold value is reached while you view the display in box view if you configure the display with this feature End Deleting a graphical display When you no longer require a graphical display you can delete the display Prerequisites e If you logged on as the administrative user webadmin you can open the Public Graphical Displays folder and delete the displays Ifyou log on as another user however you can delete only the graphical displays that you save in your Private Graphical Displays folder e Log on to Real Time Reporting See Logging on to Real Time Reporting page 23 NN44400 710 Contact Center Performance Management 12 November 2010 39 Graphical displays Procedure s
27. the report in the Save As box enter a report name choose a save location your Group folder and then click Save Report Attention You cannot save the parameter values that you enter for parameter reports 11 After you enter the parameter values click Run Now to generate the report with the specified properties Attention If the report spans more than one page the first page of the report is numbered as 1 Until you reach the last page of the report you do not know how many pages the report has When the next page of the report appears the numbering changes for example to 1 of 2 and then to 1 of 3 until the last page of the report appears On the last page the numbering changes to 1 of x where x equals the total number of pages For example if the report is four pages the numbering on the last page is 1 of 4 End Exporting an Ad hoc report Export a report to convert the visual display to a required format Prerequisites e Log on to Historical Reporting See Logging on to Historical Reporting page 74 Procedure steps Step Action 1 In the left pane click the server that has the report to print 2 Double click the folder with the report to print 3 From the expanded folder select the report 4 In the right pane click Run Now to generate the report with the specified properties The Ad Hoc Report Viewer appears and displays the generated report Attention If the report spans more than one page the firs
28. these sites and does not necessarily endorse the products services or information described or offered within them Avaya does not guarantee that these links will work all the time and has no control over the availability of the linked pages Warranty Avaya provides a limited warranty on this product Refer to your sales agreement to establish the terms of the limited warranty In addition Avaya s standard warranty language as well as information regarding support for this product while under warranty is available to Avaya customers and other parties through the Avaya Support Web site http www avaya com support Please note that if you acquired the product from an authorized reseller the warranty is provided to you by said reseller and not by Avaya Licenses THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE HTTP SUPPORT AVAYA COM LICENSEINFO ARE APPLICABLE TO ANYONE WHO DOWNLOADS USES AND OR INSTALLS AVAYA SOFTWARE PURCHASED FROM AVAYA INC ANY AVAYA AFFILIATE OR AN AUTHORIZED AVAYA RESELLER AS APPLICABLE UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AUTHORIZED AVAYA RESELLER UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA AN AVAYA AFFILIATE OR AN AVAYA AUTHORIZED RESELLER AND AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE BY INSTALLING DOWNLOADING OR
29. to include in an Ad hoc report by choosing the data range and applying selection criteria After you customize your report click Run Now to generate the report immediately In the resulting Ad hoc Report Viewer window you can choose to print or save the report You can select the data range for agent performance call by call and some networking reports before you generate them For configuration reports and parameter reports however you cannot select the data range For information about running parameter reports see Running a parameter report Ad hoc page 79 Prerequisites Ensure that you have access to the report folder that contains the report to run e Log on to Historical Reporting See Logging on to Historical Reporting page 74 Procedure steps Step Action 1 In the left pane select the server that contains the report to run 2 In the expanded list select the folder that contains the report template to run 3 Click the folder containing the report to run 4 Select the report template to run 5 To view the current report properties in the right pane click the following headings e Report Details e Selection Criteria Data Range e Schedule e Output Options This section appears only if you previously scheduled the report 6 To run the report with the current properties proceed to step 9 Attention If you do not define the selection criteria the system enforces partition rules to generate the report
30. value of 0 5 seconds or a number from 1 to 99 seconds 5 Click Submit to save your changes End Changing the font size in a real time display grid You can select the font size for the column headings and the column data in your private real time displays Prerequisites Log on to Real Time Reporting See Logging on to Real Time Reporting page 23 e Create a private display See Creating a private real time display page 24 Procedure steps Step Action 1 In the left pane under the server containing the display to customize click the Private Tabular Displays folder 60 NN44400 710 Contact Center Performance Management 12 November 2010 Real time report customization 2 Click the display name Click the Properties tab 4 In the Column font size boxes type the size for the column headings and the column data You can choose a font size from 8 to 14 If you make no selection the system applies the default font size of 8 5 Click Submit to save your changes End Changing the chart type for a site summary You can specify the chart type for the site performance summaries that you view from each real time display window You can choose bar chart or pie chart format Prerequisites e Log on to Real Time Reporting See Logging on to Real Time Reporting page 23 e Create a private site summary chart Procedure steps Step Action 1 In the left pane under the server that contains the display to customize navig
31. which you want to change sort direction Select one of the following sort direction options e Ascending e Descending e Original Order for Groups or None for Fields Click Save End Sorting the order of a field or formula Use the Sorting tab in the Report Layout window to select the sort direction of field and formula data on the report Prerequisites e Open an existing Report Creation Wizard report in Report Creation Wizard Ensure that you are familiar with the Report Layout Window e Assign a sort order to the selected field or formula See Sorting the direction of a group field or formula page 151 Procedure steps Step 1 2 Action In the Report Layout window click the Sorting tab On the Sorting page click the Fields heading The heading expands to reveal selected fields and formulas for the report Click the field or formula for which you want to change the sort order Use the up and down arrows to change the sort order for the selected field or formula Group sorts always appear first followed by field and formula sorts Click Save End 152 NN44400 710 Contact Center Performance Management 12 November 2010 Report Creation Wizard Editing a Report Creation Wizard report in Historical Reporting To modify a saved Report Creation Wizard report access Historical Reporting Prerequisites e Create a report in Report Creation Wizard See Creating a simplified report page 126 or Creating an
32. 0 Contact Center Performance Management 12 November 2010 Expert reports 9 Click Next 10 Select the columns and choose how to filter the data This step is optional 11 In the Query Wizard Filter Data box click Next 12 Select the columns used to sort the data This step is optional 13 In the Query Wizard Sort Order box click OK 14 Select the Return data to Microsoft Excel option 15 Click Finish 16 Select where to import the data returned from the query The data can be imported into a new worksheet or imported into the current worksheet When importing data into the current worksheet you can select the starting row and column for the data 17 Click OK 18 Select File Save End Variable definitions Variable Value lt ODBC entry gt Server application name and IP address for example CCMS_47 10 25 3_ DSN Creating reports using Microsoft Access If the application supports importing data using ODBC use the application such as Microsoft Excel for report creation Prerequisites e Aconnection to the server must be defined See Defining a connection to the server page 98 Attention The steps in this procedure refer to Microsoft Access 2002 only The steps required can vary from different versions of this application Refer to the application documentation for details about how to import data Procedure steps Step Action 1 Open Microsoft Access 2 Open an existing database file or create a n
33. 010 Statistics configuration The Report Creation Wizard includes a number of formulas that you can use when you create reports In addition you can define custom formulas After you define a formula you can use it in multiple reports Prerequisites to statistics configuration Ensure that you are familiar with Formula Editor Navigation e Creating custom formulas page 116 e Modifying custom formulas page 119 Deleting a custom formula page 119 e Configuring historical statistics data collection page 120 e Configuring historical statistics collection on the NCC page 121 e Configuring real time statistics collection page 122 NN44400 710 Contact Center Performance Management 12 November 2010 115 Statistics configuration Creating custom formulas Use the Formulas window to create custom real time statistics fields by combining existing statistics fields with mathematical operators You can then save these custom statistics fields as formulas and use the formulas in your private Real Time Reporting displays For example you can create a custom formula to calculate the service level Procedure steps Step 1 2 3 4 5 o 10 11 12 13 Action Log on to the Configuration component In the left pane click the server on which to create the formula Select the Formulas folder In the right pane in Available Formulas box type the name of the new formula From the Statistics Group list select the s
34. 10 133 Report Creation Wizard 9 If you select more than one table in the Table Linking window from each of the left and right Tables lists select a table 10 From each of the left and right Fields lists select a field to join Attention The selected field in the right Fields list must contain the same data as the selected field in the left Fields list 11 From the join list select a join type and click Link The selected tables field and join type appear in the Links list 12 To remove an item from the Links list select the item and click Remove 13 Click Next 14 In the Field Selection window In the Fields list double click a field or formula to add to the report The selected field or formula moves from the Fields list to the Fields Selected list By default the table name is appended to the field name after you add the field to the Fields Selected list To remove the table name click the Toggle Table Name icon Attention If you remove a field from the Field Selection page the field is removed only from the Details section not from any other section 15 To change the order of the selected fields use the up and down arrows 16 To modify the properties of a selected field in the Selected Fields list click a field and then in the Width box type a new width A default width of 50 pixels applies to all selected fields The Title box is a read only field 17 Click Next 18 To select a field to group by in the
35. 22 Report Creation Wizard 125 Starting Report Creation Wizard 126 Opening an existing report 126 Creating a simplified report 126 Creating an advanced report 133 Creating an integrated report 138 Saving areport 139 Previewing areport 139 Importing a report to Historical Reporting 140 Defining configuration settings 143 Defining selection criteria 145 Moving afield 146 Resizing an object 147 Adding a text field 147 Modifying object properties 148 Suppressing areport section 149 Adding a field to or removing a field from a report 150 Adding a formula to or removing a formula from a report 151 Sorting the direction of a group field or formula 151 Sorting the order of a field or formula 152 Editing a Report Creation Wizard report in Historical Reporting 153 Viewing or modifying the object name in Crystal Reports 153 Customizing the Report Creation Wizard template logo 154 Applying template changes to existing reports 155 6 NN44400 710 Contact Center Performance Management 12 November 2010 New in this release The following sections detail what is new in the Avaya Aura Contact Center Performance Management Data Dictionary NN44400 117 Release 6 0 6 1 Navigation e Features page 7 e Other changes page 7 Features See the following sections for information about features e Contact Types page 7 e Summarized historical statistics interval page 7 Expert consultation page 7 e Real time Reporting Dashboard Dis
36. 7 To define the selection criteria and the data range see Defining the selection criteria page 75 Attention If you configure a parameter report you do not see these sections of the window For more information about parameter reports see Running a parameter report Ad hoc page 79 8 To save your properties in the Save As box type a report name choose a save location and then click Save Report 9 Click Run Now to generate the report 78 NN44400 710 Contact Center Performance Management 12 November 2010 Historical Reporting Attention If the report spans more than one page the first page of the report is numbered as 1 Until you reach the last page of the report you do not know the number of pages When the next page of the report appears the numbering changes for example to 1 of 2 and then to 1 of 3 until the last page of the report appears On the last page the numbering changes to 1 of x where x equals the total number of pages For example if the report is four pages the numbering on the last page is 1 of 4 End Running a parameter report Ad hoc Unlike regular reports you cannot choose the data range or the selection criteria of parameter reports Instead when you select a parameter report template the system prompts you to enter custom values in the applicable parameter fields for the report After you enter the values for all parameters applicable to this report click Run Now to immediately generate t
37. 9 20 21 22 23 24 25 26 27 28 29 Click Link The linked SkillsetIDs appear in the Links list The result for the Left Outer Join includes all the records in which the skillsetID in both tables is an exact match The Left Outer Join also includes a row for every record in the iSkillsetStat table for which the SkillsetID has no match in the Skillset table Click Next In the Field Selection window from the Fields list under the Skillset Formulas heading double click RCW_SkillsetNamelD The selected field moves to the Fields Selected list From the Fields list under the iSkillsetStat Formulas heading double click RCW_ApplicationNamelID From the Fields list under the dSkillsetStat heading double click the following fields Timestamp e Time e CallsAnswered e CallsAnsweredAfterThreshold From the Fields list under the iSkillsetStat Formulas heading double click RCW_CallsAnsweredBeforeThreshold From the Fields list under the Skillset heading double click ServiceLevelThreshold To modify the Selected Field Properties in the Fields Selected list click a field In the Width box type a new width Click Next In the Grouping window from the Fields list select the following fields by which to group e Skillset Formulas RCW_SkillsetNamelD iSkillsetStat Formulas RCW_ApplicationNamelD e dSkillsetStat heading Timestamp Each selected field moves from the Fields list to the Group by list
38. AVAYA Avaya Aura Contact Center Performance Management NN44400 710 Document status Standard Document issue 02 03 Document date 12 November 2010 Product release Release 6 0 6 1 Job function Administration Type Technical Publication Language type English Copyright 2010 Avaya Inc All Rights Reserved Notices While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing Avaya assumes no liability for any errors Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes Documentation disclaimer Avaya shall not be responsible for any modifications additions or deletions to the original published version of this documentation unless such modifications additions or deletions were performed by Avaya End User agree to indemnify and hold harmless Avaya Avaya s agents servants and employees against all claims lawsuits demands and judgments arising out of or in connection with subsequent modifications additions or deletions to this documentation to the extent made by End User Link disclaimer Avaya is not responsible for the contents or reliability of any linked Web sites referenced within this site or documentation s provided by Avaya Avaya is not responsible for the accuracy of any information statement or content provided on
39. Attention You cannot make the column narrower than the column text To shrink the column to the exact width of the column heading text type a low number of characters in the Column width box for example type 5 5 6 Click Submit to save your changes Click Launch Display to start the real time display and to view your changes End Rearranging columns in a real time display You can rearrange the columns only of private displays If you choose a public display you must first copy it and save it in your Private Tabular Displays folder before you can customize the columns See Creating a private real time display page 24 You cannot move the Site Filter Skillset or Application column headings However you can choose the order in which they appear in the private network consolidated real time displays Prerequisites e Log on to Real Time Reporting See Logging on to Real Time Reporting page 23 Procedure steps Step 1 oOo a fF WO ND Action In the left pane under the server that contains the real time display to customize click Private Tabular Displays Click the private display to customize In the right pane click the Columns tab Click the name of the column to move Click Move Left or Move Right to move the column heading to the desired position Click Submit to save your changes End Changing the data collection mode of a real time display Specify the mode in which you want to view collected contac
40. BC enitry gt Server application name and IP address for example CCMS_47 10 25 3_ DSN lt user ID gt User ID that corresponds to a user account created in Contact Center Manager Server not a Windows 2000 ID defined on the Contact Center Manager Server Changing a database alias A database alias is a name that represents a database view in the report definition If you use an alias rather than a view name you can easily change the view used by a report Procedure steps Step Action 1 From the Crystal Reports window choose Database Database Expert 2 In the Selected Tables box select the database view for which to create an alias name 3 On your keyboard press F2 4 Enter the new alias 5 Clear the database view to save the new name End Example You can create a user defined daily report If you want an interval report with identical fields you can copy the daily report and change the database alias to point to an interval view Click on dAgentPerformanceStat under Selected Tables In the edit box enter iAgentPerformanceStat Clear the database view The view is now renamed iAgentPerformancesStat NN44400 710 Contact Center Performance Management 12 November 2010 105 Expert reports Setting the page orientation The default page orientation for the report is the same as the default page orientation for the printer You change the page orientation for the report and the printer default orientati
41. Center Performance Management 12 November 2010 153 Report Creation Wizard 3 In the Object Name box verify or modify the value 4 Click OK End Variable definitions Variable Value lt Object Name gt The object name identifies an object on a template The object name must be unique and is not case sensitive As an example the object names Picture1 picture1 and PICTURE1 are the same Customizing the Report Creation Wizard template logo You must update the logo on each portrait and landscape template Prerequisites e Ensure that Crystal Reports 10 is installed Procedure steps Step Action 1 Open the Report Creation Wizard template In the report header section of the report select and delete the Avaya logo To insert a new logo from the Insert menu select Picture Click Browse and select the new image to add to the template Drag the image to the desired location on the report header On the image right click and then select Format Graphic In the Format Editor dialog box select the Common tab on Oo a RAON Verify that the Object Name for the picture is Picture1 This ensures that created reports with the original templates include the latest Avaya logo 9 Click OK 10 Save the report template 154 NN44400 710 Contact Center Performance Management 12 November 2010 Report Creation Wizard Aitention The original templates are part of the Contact Center Manager Administration install
42. Grouping window from the Fields list double click a field or formula The selected field or formula moves to the Group by list 19 To accept the default properties of the selected fields and formulas proceed to step 23 20 To modify the properties of a group field from the Group by list select a field 21 From the Sort Order list select a sort order 22 From the The section will be printed list select a length of time that defines when the group changes Attention This option is available only for Date Time and DateTime fields to determine when you print the group information For example if you select each hour groups records together the system calculates group summaries for each hour 23 Click Next 24 In the Summaries window from the Fields list select a field 25 From the Summation Type list select a summation type 134 NN44400 710 Contact Center Performance Management 12 November 2010 26 27 28 29 30 31 32 33 Report Creation Wizard As you select the fields in the Fields list the Summation Type list dynamically updates to show the types available for the selected field From the Groups list select the check box for each report section in which the summary appears on the report Click Add The summary appears in the Summary Data list Click Next In the Report Layout window view or modify the report On the toolbar click the Save Report icon In the Save RCW Report dialog box choose a folder in wh
43. Range header 12 From the Table Alias list select iSkillsetStat 13 In the Table and Timestamp boxes type the following for each Interval Mode Interval Mode Table Timestamp Interval iSkillsetStat Timestamp Daily dSkillsetStat Timestamp Weekly wSkillsetStat Timestamp Monthly mSkillsetStat Timestamp 14 Select all of the Interval Mode check boxes 15 Click Import A message appears at the bottom of the import window stating Report SkillsetThresholdReport imported successfully End Defining configuration settings Use the Configuration Settings window to define the default properties for the report NN44400 710 Contact Center Performance Management 12 November 2010 143 Report Creation Wizard Prerequisites e Open a saved report in Report Creation Wizard Procedure steps Step Action 1 On the toolbar click the Configuration icon 2 In the Configuration Settings window in the Report Layout section select Portrait or Landscape 3 From the Default Font list select a default font to apply to fields formulas labels or added summaries to a report section 4 In the Field Format section select Use client settings to format the report fields according to the client s settings Date format Time format and Numeric fields appear the same as the client settings on the generated report End Variable definitions Variable Definition Report Layout Page orientation for the report Por
44. SkillsetStat Formulas list select RCW_TalkTime From the Groups list select the following check boxes Report Footer e Group Footer 1 e Group Footer 2 Click Add A RCW_TalkTime summary for the Report Footer Group Footer 1 and Group Footer 2 appears in the Summary Data list Footer 1 generates a total for all data selected Group Footer 1 generates a total for each selected skillset and Group Footer 2 generates a total for each selected timestamp Click Next In the Report Layout window double click the Group Footer 1 section The section bar changes color from blue to purple and expands to reveal the summary fields in this section In the Group Footer 1 section click CallsAnswered The Object Properties page appears on the left On the Object Properties page in the Width box type 80 In the Group Footer 1 section click RCW_TalkTime On the Object Properties page in the Width box type 80 Double click the Group Footer 2 section In the Group Footer 2 section modify the following Object Properties Group Footer 2 field Width CallsAnswered type 80 RCW_TalkTime type 80 35 36 Double click the Report Footer section In the Report Footer section modify the following Object Properties 130 NN44400 710 Contact Center Performance Management 12 November 2010 Report Creation Wizard Report Footer field Width CallsAnswered type 80 RCW_TalkTime type 80 37 Clic
45. USING THE SOFTWARE OR AUTHORIZING OTHERS TO DO SO YOU ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING DOWNLOADING OR USING THE SOFTWARE HEREINAFTER REFERRED TO INTERCHANGEABLY AS YOU AND END USER AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC OR THE APPLICABLE AVAYA AFFILIATE AVAYA Copyright Except where expressly stated otherwise no use should be made of the Documentation s and Product s provided by Avaya All content in this documentation s and the product s provided by Avaya including the selection arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases You may not modify copy reproduce republish upload post transmit or distribute in any way any content in whole or in part including any code and software Unauthorized reproduction transmission dissemination storage and or use without the express written consent of Avaya can be a criminal as well as a civil offense under the applicable law Third Party Components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements Third Party Components which may contain terms that expand or limit rights to use certain portions of the Product Third Party Terms Information r
46. act Center Manager Administration Contact Center Multimedia optional Performance management fundamentals page 11 Filter management page 15 Real time Reporting page 23 Exported displays page 31 Graphical displays page 37 Real time report customization page 55 Contact Center Multimedia reports page 69 Historical Reporting page 73 Expert reports page 97 Statistics configuration page 115 Report Creation Wizard page 125 NN44400 710 Contact Center Performance Management 12 November 2010 9 Introduction 10 NN44400 710 Contact Center Performance Management 12 November 2010 Performance management fundamentals Navigation Filters This section provides an overview of performance management reporting tools and utilities e Filters page 11 e Thresholds page 12 e Historical statistics page 12 Real time statistics page 12 Access and partition management page 13 e Crystal Reports page 13 In Avaya Aura Contact Center you can create filters Each filters contains only one type of data skillsets applications route numbers route names DNIS numbers or DNIS names However you can use the Contact Server filter importing utility to import filters into Contact Center Manager Administration that you create and save in the Avaya Aura Contact Center After you can add various types of data to the filters You can configure skillset application and agent filters and filters with
47. al time Dashboard page 56 Procedure steps Step Action 1 Close the Real time Dashboard display window and select Yes on the Save dialog OR Select Save from the File menu End 58 NN44400 710 Contact Center Performance Management 12 November 2010 Real time report customization Adding a new column to a real time display When you customize your private real time display grids you can add new columns by choosing from a list of available statistics The available statistics can include custom formulas if your administrator creates them in the Configuration component Prerequisites e Log on to Real Time Reporting See Logging on to Real Time Reporting page 23 Procedure steps Step Action 1 In the left pane select the server that contains the display to customize 2 Click the Private Tabular Displays folder The folder expands to show a list of private displays 3 Click the display to customize 4 Click the Columns tab 5 From the Available Fields list select the statistic to add to the real time display 6 Click Add Field The column appears in the sample display table 7 Click Submit to save your changes End Customizing display properties You can customize private display properties to meet your requirements Prerequisites e Log on to Real Time Reporting See Logging on to Real Time Reporting page 23 e Create a private display See Creating a private real time display page 24 Procedure steps St
48. ance Management 12 November 2010 Variable definitions Report Creation Wizard Variable Definition Title Height Width Left Top Format Currency Font Font Color Font Size Text Align Bold Italic Underline Suppress Type the field name The name appears on the report Type a numeric value for the field height in pixels Type a numeric value for the field width in pixels Type a numeric value for the horizontal position of the field on the report The value you enter represents the number of pixels from the left margin that the field is placed on the report Type a numeric value for the vertical position of the field on the report The value you enter represents the number of pixels from the top margin that the field is placed on the report From the Format list select a time or number format The Format property is available only if you select a number currency Date or Time data type object From the Currency list select a currency type The Currency property is available only when you select a currency data type object From the Font list select a font type The font type appears on the report for the selected field The fonts installed on the Contact Center Manager Administration server determine the available fonts Attention If an installed font on the Contact Center Manager Administration server does not appear in the font list the installed font can fail to meet certain requirem
49. art in color select a color printer 6 Click OK End NN44400 710 Contact Center Performance Management 12 November 2010 27 Real time Reporting Printing a real time display If you require a hard copy you can print a real time display Procedure steps Step 1 O a fF W ND Action Log on to Real Time Reporting In the left pane click the server on which the real time display is stored Navigate to the real time display Click Print In the Print dialog box from the Printer Name list select the desired printer Click OK End Deleting a private display Delete private tabular and graphical displays After you delete a display you cannot recover it Prerequisites Atleast one private display must exist Procedure steps Step 1 2 3 Action Log on to the Real Time Reporting component In the left pane click the server that contains the private display to delete Click the Private Tabular Displays folder to delete a private tabular display OR Click the Private Graphical Displays folder to delete a private graphical display In the selected folder click the private display to delete In the right pane click Remove Private Display to delete a private tabular display OR Click Remove Display to delete a private graphical display In the confirmation dialog box click OK The system permanently deletes the display End 28 NN44400 710 Contact Center Performance Management 12 November 2010 Real tim
50. atabase you must define a connection to the server and define the Cach ODBC DSN Prerequisites Make sure the Intersystems Cach port 1972 is open in the client computer firewall Procedure steps Step 1 O ON OO a FF W ND 11 12 13 14 15 Action From the Windows Start menu choose Administrative Tools Launch the Data Source ODBC application Click the System DSN tab Click Add Select Intersystems ODBC Click Finish In Name enter the required name of the DSN In Description enter a description of the DSN In Host enter the IP address or computer name of the Contact Center Manager Server In Port confirm the port number is 1972 In Cache Namespace enter CCMS_ STAT In the User Name box type sysadmin In the Password box type your reporting password Click Test Connection to test the connection Click OK End Installing the Cach JDBC Driver Contact Center Release 6 0 6 1 also supports JDBC connectivity to the CCMS database Procedure steps Step 1 Action Logon to the CCMS server NN44400 710 Contact Center Performance Management 12 November 2010 101 Expert reports Navigate to the CCMS installation directory If you selected the default installation options then CCMS is normally installed at D avaya Contact Center Navigate to the following default folder D avaya Contact Center Common Components Cachellib Copy the cacheDB jar file from this location to the client compu
51. ate to the site summary chart 2 In the right pane on the Properties tab from the Type for site summary list select the chart type to use to display the performance summaries of each site in the network 3 Click Submit to save your changes End Changing the color settings of a real time display grid You can configure the color settings for the data filter and site subtotals and the summary rows of the real time display grids If you choose no custom color the system applies the default colors to each area The summary rows include the Ntwk Network Total in the network consolidated real time displays and the site name Total in the nodal real time displays The subtotal rows contain the statistics subtotals for each site in the network for network consolidated displays and for each filter group NN44400 710 Contact Center Performance Management 12 November 2010 61 Real time report customization Prerequisites e Log on to Real Time Reporting See Logging on to Real Time Reporting page 23 Procedure steps Step Action 1 In the left pane under the server that contains the display to customize navigate to the display 2 In the right pane on the Properties tab in the Color settings area choose the color settings to appear in the real time display grids 3 Click Submit to save your changes End Changing the fill color of a summary chart You can specify whether to view the performance summary charts in color or in
52. ation If your Contact Center Manager Administration installer or system administrator reinstalls the Contact Center Manager Administration software you lose the template changes A software update can replace the lost files Backup a copy of these files to restore the Contact Center Manager Administration server if required For more information see the Avaya Aura Contact Center Commissioning NN44400 31 2 End Applying template changes to existing reports Existing reports do not automatically receive the changes you make to report templates therefore you must apply the template to each report Prerequisites Log on to Report Creation Wizard See Starting Report Creation Wizard page 126 Procedure steps Step 1 2 o ON ODO Oo RA Action Open the report in Report Creation Wizard Click the Configuration icon Change the Report Layout If the current setting is landscape change it to portrait If the current setting is portrait change it to landscape Click Close Click the Configuration icon Change the Report Layout back to the original setting Click Close Click the Preview icon to confirm that the applied changes Click Save End NN44400 710 Contact Center Performance Management 12 November 2010 155
53. box type the folder where you want to save snapshots of the network or site summary charts as omp or jpg files 34 NN44400 710 Contact Center Performance Management 12 November 2010 Exported displays For example to save the summary chart in the My Documents folder on the C drive of your computer type C My Documents in this box 4 Click Submit to save your changes End Printing a real time display grid If you require a hard copy of a real time display print a real time display grid Prerequisites Log on to Real Time Reporting See Logging on to Real Time Reporting page 23 Procedure steps Step Action 1 In the left pane navigate to and double click the display to print 2 In the real time display grid click Print 3 In the Print dialog box from the Printer Name list select a printer or accept the default printer 4 Click OK End NN44400 710 Contact Center Performance Management 12 November 2010 35 Exported displays 36 NN44400 710 Contact Center Performance Management 12 November 2010 Graphical displays In the Graphical Display window you can configure one of seven types of graphical displays Billboard displays Chart displays Time Line displays Agent maps Collections Billboard collections Dashboard displays Prerequisites to graphical display management Navigation Ensure that you have access to the Real Time Reporting component and associated access class elements Adding a g
54. c The system automatically collects this required statistic for Intrinsics in writing scripts Application Statistics Optional IVR Statistics Optional Route Statistics Optional Available on an Avaya Communication Server 1000 PABX only Agent Statistics Optional Network Statistics Optional Available on an Avaya Communication Server 1000 PABX only 4 In the Data Collection Interval boxes type the interval duration to use in the interval to date data collection mode 5 In the One of the intervals starts at box type the start time for statistics collection in the interval to date data collection mode 122 NN44400 710 Contact Center Performance Management 12 November 2010 Statistics configuration The system calculates and synchronizes the days remaining intervals based on the time that you specify Your changes take effect immediately 6 Click Submit to save your changes End NN44400 710 Contact Center Performance Management 12 November 2010 123 Statistics configuration 124 NN44400 710 Contact Center Performance Management 12 November 2010 Report Creation Wizard Navigation Report Creation Wizard is a Web based interface in which you can create and edit reports You can import and schedule the reports in Historical Reporting You can access Report Creation Wizard from the Historical Reporting component of Contact Center Manager Administration Starting Report Creation Wizard page 126 Opening an exist
55. cheduled report activates and runs according to the specified schedule End Deactivating a scheduled report To pause the report run for a active scheduled report deactivate the report You must deactivate a report schedule before you change the report properties or before you delete the scheduled report To resume the report on schedule you must reactivate the scheduled report after you make the changes You have two options to deactivate a scheduled report e Click Deactivate in the Report Properties window while viewing a saved scheduled and activated report e Click De Activate in the Scheduled Events window If you log on as the administrative user webadmin you can deactivate reports that another user schedules if you log on as another user you can deactivate only those reports that you schedule Prerequisites e Log on to Historical Reporting See Logging on to Historical Reporting page 74 92 NN44400 710 Contact Center Performance Management 12 November 2010 Historical Reporting e Schedule and activate at least one report See Scheduling a report page 88 and Activating a scheduled report page 92 Procedure steps Step Action 1 In the left pane click the Scheduled Events folder 2 In the right pane select the scheduled report to deactivate 3 Click De Activate End Selecting the network sites for a network consolidated report When you generate reports on the Network Control Center NCC you must s
56. ct Center Performance Management 12 November 2010 121 Statistics configuration Configuring real time statistics collection To use the Real Time Reporting feature of Contact Center Manager Administration you must first configure Contact Center Manager Server to collect the types of statistics to see in the Real Time Reporting displays You can configure the following seven types of predefined real time statistics e skillset statistics mandatory e nodal statistics mandatory application statistics e IVR statistics Avaya Communication Server 1000 e route statistics Avaya Communication Server 1000 PABX only agent statistics e network statistics Avaya Communication Server 1000 PABX only For each of these real time statistics you must indicate the viewing mode moving window or interval to date The interval to date settings that you choose start immediately and apply to all real time displays at all sites on your network that use the interval to date mode Procedure steps Step Action 1 Log on to the Configuration component 2 In the left pane select the server on which to configure the real time statistics 3 In the right pane select the viewing mode for the following statistics Skillset Statistics You must select a viewing mode value for this statistic The system automatically collects this required statistic for Intrinsics in writing scripts Nodal You must select a viewing mode value for this statisti
57. ct Server Object Add In the Server Name box type a lt name gt Click OK Double click the Server address Click Add In the Network Address box type lt subnet IP address gt 5000 O ON OO a F W ND In the Input Network Address For Protocol dialog box click OK In the Network Address Attribute dialog box click OK _ ot O Select Server Object Ping Server Click Ping Click OK Click Done Choose File Exit h h d a A O N End Defining the Sybase DSN To access the Avaya NES Contact Center Manager Server 6 0 database from Contact Center Manager Administration of the Avaya Aura Contact Center database you must define a connection to the server and define the Sybase DSN Prerequisites e Have the Avaya NES Contact Center Manager Server 6 0 installed 98 NN44400 710 Contact Center Performance Management 12 November 2010 Expert reports e Sybase Open Client is installed on your Contact Center system Procedure steps Step 1 O ON ODO oa FPF WO ND a oe oe Gee Cae S a fF ON O Action From the Windows Start menu choose Administrative Tools Data Source ODBC Click the System DSN tab Click Add Select Sybase ASE ODBC Driver Click Finish In the Data Source Name box type the lt name gt In the Description box type additional information about the data source In the Network Address box type lt IP address gt 5000 In the Database Name box type blue Click Test Connec
58. definition This field is read only 11 Click the Data Range header 12 In the Data Range section select all Interval Mode check boxes to run the report for all time frames The Table and Timestamp boxes auto populate based on the report definition and are read only 13 Click Import A message appears at the bottom of the import window stating Report Agent By Skillset imported successfully End Example of importing the advanced Skillset Threshold report to Historical Reporting 142 NN44400 710 Contact Center Performance Management 12 November 2010 Report Creation Wizard Step Action 1 On the toolbar click the Import to Historical Reporting icon 2 In the Import window in the Report Title box type Skillset Threshold Report 3 Click Browse 4 In the Open RCW Report window browse to the report location for the Skillset Threshold report 5 Click Open The Open RCW Report window closes The Location box populates 6 From the Time zone list select the time zone of the server to which to import the report Attention Avaya recommends that you use the Server Timezone default setting This setting automatically adjusts the report interval based on the server time zone In the Comment box type additional information about the report Click the Report Options header From the Report Type list select HistoricalNodal 10 From the Select Server list select the servers to which to import the report 11 Click the Data
59. e Reporting Deleting an exported real time display grid You can delete real time display grids from the Contact Center Manager Administration server that you export as HTML files Procedure steps Step 1 2 3 4 5 Action Log on to the Real Time Reporting component From the Displays menu click Manage Exported Displays In the right pane select the check box for each exported file to delete To delete all files click Select All Click Delete to remove the selected files from the Contact Center Manager Administration server End Viewing the non staffed skillsets Use the Non Staffed Skillsets window to view the list of all the skillsets of logged on agents from those agents included in the partition assigned to you Unlike the real time display from which you launch this window the list of nonstaffed skillsets does not refresh automatically Instead you must manually refresh the list to obtain the most recent information Procedure steps Step 1 2 Action Log on to the Real Time Reporting component In the right pane click the server and then click the folder that contains the skillset display to launch Select the skillset display and in the left pane click Launch Display The display launches In the display click Non Staffed Skillsets The Non Staffed Skillsets window appears listing all of the skillsets within your partition without logged on agents Click Refresh End NN44400 710 Con
60. e data range and timestamp that you select when you import the report to Historical Reporting Because this formula requires input from Historical Reporting the results are not exact in the report preview in Report Creation Wizard Click Add The RCW_TimestampGroupNameLabel is added to the Group Header 3 section and the Object Properties page appears On the Object Properties page in the Width box type 300 Select the Bold check box On the Object Properties page select the Bold check box for all fields in the following report sections e Group Footer 1 e Group Footer 2 e Group Footer 3 Report Footer On the toolbar click the Save Report icon Select the folder in which to save the report In the Report Name box type Skillset Threshold Click Save End Creating an integrated report You must create an integrated report to run integrated Contact Summary reports 138 NN44400 710 Contact Center Performance Management 12 November 2010 Report Creation Wizard Prerequisites e Start Report Creation Wizard Procedure steps Step Action 1 In the Report Type window select Create Advanced Report via ODBC Select the configured CCMS server ODBC DSN Select the required integrated view Select view columns and format the report On the toolbar click Save Report O a fF W ND On the toolbar click Import to Historical Reporting End Saving a report Save a report after you modify it Prerequisit
61. ease the size of the object e Highlight the object hold down the Ctrl key and use the left and right arrow keys to resize the object 2 Click Save End Adding a text field Add a text field If necessary Prerequisites e Open an existing Report Creation Wizard report in Report Creation Wizard Ensure that you are familiar with the Report Layout Window Procedure steps Step Action 1 Click a section in the Report View area 2 Click the Add Text Object icon on the toolbar A new text field is added to the selected section End NN44400 710 Contact Center Performance Management 12 November 2010 147 Report Creation Wizard Modifying object properties Use the Object Properties tab in the Report Layout window to modify group field or formula properties Prerequisites e Open an existing Report Creation Wizard report in Report Creation Wizard and navigate to the Report Layout Window e Ensure that you are familiar with the Report Layout Window Procedure steps Step Action 1 Select a report section The selected report section expands to reveal fields and formulas 2 Select a field in a section to display the field properties in the properties bar The selected field appears with a yellow background Click the Object Properties tab Modify object properties Click Submit to save changes The updated field appears in the report view area Click Save oa Aa Ww End 148 NN44400 710 Contact Center Perform
62. edure steps Step Action 1 In the left pane click the server containing the report to schedule Expand the folder containing the report template to use Click the folder containing the report type to schedule In the expanded folder select the report to schedule In the right pane click the Report Details heading oOo a Ff WwW ND In the Report Title box type the name to appear at the top of the generated report Attention If you type no new report title the default title in this box appears at the top of the generated report Do not include apostrophes in the report title 7 If you save multiple copies of the same public report in your Group or Private report templates folders change the report title to distinguish between reports Attention If you do not change the report title all copies of the same public report have the same standard title when you generate the reports 8 In the Save As box type the new report name The name appears in the system tree This name cannot contain an apostrophe and must be unique if you save the report in the same folder 9 From the Location list select the folder in which to save the report You can choose either Private or Group if you have access to a group folder NN44400 710 Contact Center Performance Management 12 November 2010 89 Historical Reporting 10 From the Time zone list select the time zone in which to schedule your report or accept the system default
63. edure steps Step Action 1 In the left pane under the server containing the display to copy click the Private Graphical Displays folder In the list of displays select the chart or billboard or time line display to copy At the bottom of the right pane type the name of the display to appear in the Public Tabular Displays folder You can only use alphanumeric characters in the display name do not use special characters If you type the same name as an existing copied display you overwrite this display 40 NN44400 710 Contact Center Performance Management 12 November 2010 Graphical displays When you copy a private display the system gives the new display a default name in the format Server name _ private display name Because each public display must have a unique name you must type a new name if you save a public display with the same default name If you do not type a new name the system overwrites the existing display Click Make Public Copy to save the private display in the Public Graphical Displays folder under the same server End Assigning threshold alerts to a nodal real time display An administrator can use two threshold values to define system activity the low value level 1 and the high value level 2 These values result in three operational levels Below level 1 Based on the type of statistic this level can mean normal contact center operation and no action required that is the lower the number
64. egarding distributed Linux OS source code for those Products that have distributed the Linux OS source code and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site http support avaya com Copyright Trademarks The trademarks logos and service marks Marks displayed in this site the documentation s and product s provided by Avaya are the registered or unregistered Marks of Avaya its affiliates or other third parties Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark Nothing contained in this site the documentation s and product s should be construed as granting by implication estoppel or otherwise any license or right in and to the Marks without the express written permission of Avaya or the applicable third party Avaya is a registered trademark of Avaya Inc All non Avaya trademarks are the property of their respective owners Downloading documents For the most current versions of documentation see the Avaya Support Web site http www avaya com support Contact Avaya Support Avaya provides a telephone number for you to use to report problems or to ask questions about your product The support telephone number is 1 800 242 2121 in the United States For additional support telephone numbers see the Avaya Web site http www avaya com support Contents
65. el 2 and if it exceeds level 2 NN44400 710 Contact Center Performance Management 12 November 2010 41 Graphical displays 5 Click Submit to save your changes End 42 NN44400 710 Contact Center Performance Management 12 November 2010 Graphical displays Configuring an agent map You can configure an agent map to view a representation of all the agents to whom you have access in your contact center Prerequisites You must create the agent filter before you can assign it to the map display and save the display See Creating a filter in Real time Reporting page 15 and Adding agent elements to a filter page 18 Procedure steps Step 1 10 11 Action In the Real Time Reporting main window from the menu select Displays Add Graphical Display In the Name box type the name of the new agent map This is the name that appears in the system tree You can only use alphanumeric characters in the agent map name you cannot use special characters From the Server list select the server on which to configure the agent map You cannot create agent map displays on the Network Control Center NCC server In the Element Type area select Agent In the Presentation area confirm that Agent Map is selected Click Edit Properties to configure the new agent map The Agent Map Properties dialog box appears In the Agent map title box type the agent map name to appear at the top of the agent map display or accept the de
66. eld value appears in field value box 10 Click Add The selection criterion appears in the Selection Criteria list 11 To define additional selection criteria from the join list select AND or OR and then repeat step 4 to step 10 End Moving a field The column headings in the Page Header section link to the fields in the Details Section if you move a field in the Details section the heading associated with this field moves Prerequisites e Open an existing Report Creation Wizard report in Report Creation Wizard e Ensure that you are familiar with the Report Layout Window Procedure steps Step Action 1 To move a field perform one of the following activities e Click a field hold down the left mouse button and drag to the object e Highlight the object and use the up down left and right arrow keys to move the object 2 Click Save End 146 NN44400 710 Contact Center Performance Management 12 November 2010 Report Creation Wizard Resizing an object To customize an object you can modify the object size Prerequisites e Open an existing Report Creation Wizard report in Report Creation Wizard e Ensure that you are familiar with the Report Layout Window Procedure steps Step Action 1 To resize an object perform one of the following activities e Move the mouse to the end of the object outline after the cursor changes to a resize cursor hold down the left mouse button and drag to increase or decr
67. ely 3 Release Shift and the mouse button The area increases in size 4 To restore the chart to the original state press R on your keyboard End 68 NN44400 710 Contact Center Performance Management 12 November 2010 Contact Center Multimedia reports This section provides procedures to generate Contact Center Multimedia CCMM reports Prerequisites to CCMM reports e Install Report Creation Wizard e Install Crystal Reports Navigation e Creating a CCMM report template for user created reports page 69 Importing a CCMM user created report page 70 Creating a CCMM report template for user created reports To configure the selection criteria in a reports you must create a CCMM report Procedure steps Step Action 1 In Contact Center Manager Administration click Launchpad Historical Reporting In the system tree click the server to log on to From the menu choose Report Report Creation Wizard Select the Advanced Report via OBDC option Click Next In the DSNs Available list click CCMM DSN oa Ff WwW ND Attention The OBDC DSN must be CCMM_ lt IPadress gt _DSN 7 In the Selected DSN Properties area type the user ID and password If the fields automatically fill in with values proceed to step 8 Click Next From the Tables Available list double click a table 10 To add another table repeat step 9 otherwise click Next 11 If you select only one table skip step 12 to step 16 If you select mult
68. ents From the Font Color list select the font color to appear on the report for the selected field From the Font Size list select the font size to appear on the report for the selected field From the Text Align list select one of the following Right Left or Center This represents the field text placement within the field Select the Bold check box to apply bold to the field text that appears on the report Select the Italic check box to italicize the field text that appears on the report Select the Underline check box to underline the field text that appears on the report Select the Suppress check box to suppress the field from the report Suppressing a report section Suppress sections to exclude the sections from the printed report NN44400 710 Contact Center Performance Management 12 November 2010 149 Report Creation Wizard Prerequisites e Open an existing Report Creation Wizard report in Report Creation Wizard Ensure that you are familiar with the Report Layout Window Procedure steps Step Action 1 In the Report Layout window select the section header to suppress The selected header appears in a color different from the others Select the Section Properties tab On the Section Properties page select the Suppress check box The section header color changes to light grey 4 Click Save End Adding a field to or removing a field from a report In the Fields tab add fields or remove fields
69. ep Action 1 In the left pane under the server that contains the display to customize click the Private displays folder Click the real time display to customize On the Properties page select your customized settings Click Submit to save your changes End NN44400 710 Contact Center Performance Management 12 November 2010 59 Real time report customization Changing the refresh rate of a real time display A slight delay occurs between the events in the contact center and the statistics that you see in the displays The length of the delay depends on the refresh rate settings in the Real time Statistics Multicast RSM component and on the application server For more information about these settings and the effect they have on the real time displays see the Avaya Aura Contact Center Installation NN44400 311 The refresh rate that you specify applies to both the private real time displays and the site performance summary charts Prerequisites e Log on to Real Time Reporting See Logging on to Real Time Reporting page 23 e Create a private real time display See Creating a private real time display page 24 Procedure steps Step Action 1 In the left pane under the server containing the display to customize select the Private Tabular Displays folder Click the display name Click the Properties tab In the Refresh rate box type the rate at which to refresh data in the real time display You can specify a minimum
70. eric characters in the collection name you cannot use special characters 3 From the Server list select the server on which to create and save the private billboard collection In the Element Type area select All In the Presentation area select Private Billboard Collection Click Edit Properties to configure the new collection N Oo oOo fF The Private Billboard Collection Properties window appears In the Available box highlight each public or private billboard to include in your billboard collection and then click the right arrow gt to move the billboard to the Selected box Private billboards are marked with an asterisk You can choose from all public or private billboards to which you have access on the current server up to a maximum of 25 billboards 8 Click Submit to save the private billboard collection The new billboard collection appears on the system tree under your Private Graphical Displays folder on the currently selected server End Creating a public collection or public billboard collection When you save a public display you share it with all users that have access to public graphical displays on the selected server Prerequisites e Log on to Real time reporting See Logging on to Real Time Reporting page 23 Procedure steps Step Action 1 In the Real Time Reporting main window select Displays Add Graphical Display NN44400 710 Contact Center Performance Management 12 November 2010 53 G
71. es e Create a report e Select at least one field when you create the report Procedure steps Step Action 1 On the toolbar click the Save Report icon 2 In the Save RCW Report dialog box choose a folder in which to save the report 3 In the Report Name box enter a name for the report 4 Click Save End Previewing a report Click the Preview button to start Report Viewer Report Viewer supports standard Crystal Report features such as export print and search Report Viewer lists the first 50 records in the database NN44400 710 Contact Center Performance Management 12 November 2010 139 Report Creation Wizard If the report spans more than one page the first page of the report is numbered as 1 Until you reach the last page of the report you do not know how many pages the report contains After the next page of the report appears the numbering changes for example to 1 of 2 and then to 1 of 3 until the last page of the report appears On the last page the numbering changes to 1 of x where x equals the total number of pages For example if the report is four pages the numbering on the last page is 1 of 4 Prerequisites e Select fields e Save the report Procedure steps Step Action 1 On the toolbar click the Preview Report Viewer appears End Importing a report to Historical Reporting Before you can run and schedule a Report Creation Wizard report in Contact Center Manager Administration you m
72. ew blank database 3 Select File Get External Data Import NN44400 710 Contact Center Performance Management 12 November 2010 107 Expert reports O ON OD a Ff 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 In the Import window select ODBC Database from the Files of type dropdown list In the Select Data Source window click on the Machine Data Source tab Select the lt ODBC entry gt defined for the server Click OK If required in the Logon to Sybase ASE window enter the Login ID and Password Click OK From the Import Objects window select the tables to import into the Microsoft Access database Click OK You can now use the features available in Microsoft Access to format the imported data and to create reports The time to import the data depends on the amount of data stored in the selected tables For this example select Insert Report From the New Report window select Report Wizard From the Choose the table or query where the object s data comes from the list select the table to use for the report Click OK Select the fields to include on the report from the list of available fields Click Next To add groups to the report click Grouping Options to set the options for the selected groups Otherwise proceed to step 21 Select the grouping intervals for each of the selected group level fields Click OK Click Next If required select the fields used
73. f you customize the Standard Agent display click Select All Click Submit to save your changes Click Launch Display to start the display and view your changes End Applying supervisor reporting agent combinations to real time displays You can apply supervisor reporting agent combinations to the Standard Agent Display 20 NN44400 710 Contact Center Performance Management 12 November 2010 Filter management Prerequisites e Log on to Real Time Reporting See Logging on to Real Time Reporting page 23 Ensure that you have access to filters Ensure that you do not log on as the webadmin Procedure steps Step Action 1 In the left pane select the server containing the Standard Agent real time display to which to apply supervisor reporting agent combinations Select the Private Tabular Displays folder Click the private agent display to customize Click the Filters tab a fF O N From the list of available supervisor reporting agent combinations select the check box for each supervisor to assign to the real time display 6 To assign all the available supervisor reporting agent combinations and all filters click Select All Click Submit to save your changes Click Launch Display to start the display and view your changes End Removing filters from a real time display To modify a real time display you can remove a filter that you do not require Prerequisites e Log on to Real Time Reporting See Logging on
74. fault name Do not include spaces special characters punctuation or the ampersand amp in the agent map title From the Data collection mode list select Moving window or Interval to date From the Optional field list select Position ID or Personal DN to see either in the agent map From the Agent Name list select how the agent name and login ID appear in the header of each icon in Icon view You can choose from the following options e agent first name followed by last name e agent last name followed by first name e agent first name and login ID e agent last name and login ID From the Linked Display list select the display You can choose from all the private public and standard displays both tabular and graphical to which you have access on the currently selected server If you choose nothing from the Linked Display list when you configure the agent map the Standard Agent display appears for the same server on which you configure the agent map when you click Linked Display NN44400 710 Contact Center Performance Management 12 November 2010 43 Graphical displays 12 13 14 15 16 17 18 19 20 From the Associated filter list select the agent filter to assign to the agent map Only filters containing agents on the selected server appear If your filters contain no agents on the selected server no filters appear in this list In the Threshold settings area click the colors to which the text in
75. filters see Filter management page 15 You can select the elements to include in your reports by assigning filter elements to your reports For example in an agent performance report you can choose the agents from which to report You can define the selection criteria for public private and shared reports that you schedule or run on demand If you connect to an NCC server and run a network consolidated report you can choose from the saved configured filters Use filters to select the sites and resources to include in anetwork consolidated report For more information see Creating a filter in Real time Reporting page 15 NN44400 710 Contact Center Performance Management 12 November 2010 75 Historical Reporting By default if you do not define the selection criteria the system applies partition rules to generate the report However if you select a filter element you see only that element in the report You can select a maximum of 300 elements from the available list to run the report For example you choose a skillset report and see a list of 20 skillsets in the Available filter elements box If you select no skillsets you see all 20 skillsets in the report whereas if you select 3 skillsets you see only three skillsets in the report For two table reports for example Skillset By Agent Performance report you can select 300 agents and 300 skillsets to run the Skillset by Agent Performance report The filter elements available de
76. g a scheduled report page 92 e Log on to Historical Reporting See Logging on to Historical Reporting page 74 Procedure steps Step Action 1 In the left pane select the server on which to create the report 2 Navigate to the folder that contains the report template to use 3 Click the report to change 4 In the right pane click the following headings e Selection criteria Data range not applicable for configuration reports e Schedule Click Report Details In the Report Title box type the name to appear at the top of the generated report If you type no new report title the default title in this box appears at the top of the generated report Attention If you save multiple copies of the same public report in your Group or Private report templates folders change the report title to distinguish between reports when you generate them If you do not change the report title all copies of the same public report have the same standard title when you generate the reports 7 In the Save As box type the new report name NN44400 710 Contact Center Performance Management 12 November 2010 81 Historical Reporting Attention If you choose a Public report template as the basis for your custom report to save the new properties that you enter you must type a new name in the Save As box and specify whether to save it in your Private or Group folder If you use an existing private or shared template as the basis for your custom
77. ge 24 Procedure steps Step 1 oOo a Ff WO ND Action In the Real Time Reporting main window select the Private Tabular Displays folder under the server containing the display to customize Click the display to customize Click the Columns tab From the Available Fields list select the formula to add to the real time display Click Add Field Click Submit to save your changes 26 NN44400 710 Contact Center Performance Management 12 November 2010 Real time Reporting 7 Click Launch Display to view your changes End Starting a network summary You can start a performance summary chart in bar format of all sites in the network if you work in a networked environment The chart updates at the same refresh rate as the real time display grid Procedure steps Step Action 1 Log on to Real Time Reporting 2 In the left pane click the NCC server 3 Navigate to the network summary chart 4 Click Network Summary The chart appears approximately after a 5 second delay End Printing a summary chart If you require a hard copy you can print a summary chart Prerequisites e Ensure that a NCC server is available Procedure steps Step Action 1 Log on to Real Time Reporting 2 In the left pane click the server on which the summary chart is stored 3 Navigate to the summary chart 4 Click Print 5 In the Print dialog box from the Printer Name list select the desired printer To view the summary ch
78. gging on to Real Time Reporting page 23 or Logging on to Historical Reporting page 74 e Create at least one filter See Creating a filter in Real time Reporting page 15 Ensure that you have access to filters Ensure that you do not log on as the webadmin 16 NN44400 710 Contact Center Performance Management 12 November 2010 Filter management Procedure steps Step 1 oO ON OD Oo FP WO ND 10 Action From the Filters menu select Manage Filters In the left pane select the filter to edit Select the Contact Center Manager Server on which to add the elements Select the Skillsets tab Click the Assign Skillsets heading From the list select contains is equal to or start with In the box type the skillset name Click Search In the list of available skillsets select the check box for each skillset to add to the filter OR To select all available skillsets select the Select All check box Click Submit to save your changes End Adding application elements to a filter To specify a server you must add application elements Prerequisites e Log onto Real Time Reporting or Historical Reporting See Logging on to Real Time Reporting page 23 or Logging on to Historical Reporting page 74 e Create at least one filter See Creating a filter in Real time Reporting page 15 Ensure that you have access to filters Ensure that you do not log on as the webadmin Procedure steps Step 1 a A
79. have access to Historical Reporting Procedure steps Step Action 1 Log on to Contact Center Manager Administration 2 On the launchpad click Historical Reporting The Historical Reporting window appears End Applying filters to network consolidated historical reports When you configure a network consolidated historical report on the NCC server you have two choices to add the selection criteria e Network Sites You can select the network sites to include in the report from those listed in the Available table To select individual sites select the check box beside the site names and then click Update Selection Criteria e Filters Click the Filters heading to choose from the filters that you created and saved The filter names appear in a table To select the filters to include in the report select the check box beside the filter names and the click Save Report or Run Now While you can apply more than one filter to a report the combined total number of filter elements in all filters that you apply to a single report cannot exceed 300 For example you can apply one filter that includes 200 skillsets and another filter that includes 100 skillsets to a single network consolidated report because the total number of filter elements is 300 Prerequisites e Log on to Historical Reporting For information see Logging on to Historical Reporting page 74 Atleast one filter must exist See Creating a filter in Real time Repor
80. he name that appears on the system tree You can use only alphanumeric characters in the collection name you cannot use special characters From the Server list select the server on which to create and save the collection In the Element Type area select All In the Presentation area select Private Collection Click Edit Properties to configure the new collection The Private Collection Properties window appears From each display list select a display to include in this collection The display lists include all of the public displays and private displays saved on the selected server You can choose a maximum of six different displays You must configure the graphical displays on the server before you can include them in your collection Click Submit to save your changes The new collection appears on the system tree under Private Graphical Displays End 52 NN44400 710 Contact Center Performance Management 12 November 2010 Graphical displays Creating a private billboard collection You can configure and save your favorite combination of billboards Prerequisites e Log on to Real time reporting See Logging on to Real Time Reporting page 23 Procedure steps Step Action 1 In the Real Time Reporting main window from the menu select Displays Add Graphical Display 2 In the Name box type the name of the new collection or billboard collection This is the name that appears on the system tree You can use only alphanum
81. he public display make a new private copy of it or if you are an administrator logged on as webadmin you can delete the display End NN44400 710 Contact Center Performance Management 12 November 2010 25 Real time Reporting Deleting public displays If required you can delete custom public displays You cannot delete standard public displays the displays that come with the Contact Center Manager Administration software Prerequisites e Ensure that you log on to Contact Center Manager Administration as the webadmin administrator e Log on to Real Time Reporting Procedure steps Step 1 2 3 Action In the left pane navigate to the public display to delete In the Public Display window click Delete Public Display In the message box that asks you to confirm your choice click OK Attention The same public display can exist on multiple servers if the user who saved it chose to copy it to all servers on the network If you delete the display on one server you do not delete all copies End Applying custom formulas to real time displays After you create custom formulas in the Formula Editor apply them to your private real time displays in the Real Time Reporting component You can customize only the columns in private displays If you choose a public display you must first copy and save it in your Private Displays folder before you can customize the columns See Creating a private real time display pa
82. he report In the resulting Ad hoc Report Viewer window you can print or save the report Because parameter reports require user input at the time of running you can run these reports only on demand you cannot schedule parameter reports You also cannot save the values that you select when you run the report Instead each time you run the report you must select the parameter values Prerequisites e Log on to Historical Reporting See Logging on to Historical Reporting page 74 Procedure steps Step Action 1 In the left pane select the server that contains the parameter report to run 2 Expand the folder that contains the parameter report template to run By default all parameter reports that you import are in your Private Report Templates folder Click the folder that contains the parameter report to run In the expanded list select the report template to run To view the current report properties such as the report title and comments in the right pane click the Report Details section Click the Parameters section In the Parameter Fields box select the first parameter and then enter the parameter values in the boxes provided 8 Continue to enter values for all listed parameters in the boxes provided the boxes vary based on the parameter that you select NN44400 710 Contact Center Performance Management 12 November 2010 79 Historical Reporting 9 In the Comment box type comments about the report 10 To save
83. hich you configured the agent map End Activate an agent details window from an agent map When you look at an agent map in box view you can double click the agent icons to view a separate window that lists details about the agent The window shows the agent s name login ID supervisor position ID and personal DN You can double click the agent icons in the display for both logged on and logged off agents to activate this details window Prerequisites e Log on to Real time reporting See Logging on to Real Time Reporting page 23 48 NN44400 710 Contact Center Performance Management 12 November 2010 Graphical displays e Configure an agent map See Configuring an agent map page 43 Procedure steps Step 1 2 Action Activate the required agent map display in box view Double click an agent icon in the agent map display A new window appears that lists the agent details End Configuring a billboard display You can configure a billboard display to select a statistic to monitor closely Prerequisites Log on to Real time reporting See Logging on to Real Time Reporting page 23 Procedure steps Step 1 10 11 Action In the Real Time Reporting main window from the menu select Displays Add Graphical Display In the Name box type the name of the new billboard graphical display This is the name that appears in the system tree You can use alphanumeric characters only From the Server
84. ich to save the report In the Report Name box enter a name for the report Click Save You can save the report after you select at least one field End Example of creating an advanced Skillset Threshold report An example of creating an advanced Skillset Threshold report Step 1 2 3 10 11 12 13 Action In the Report Type window select the Create Advanced Report via ODBC option Click Next In the Data Source window from the DSNs Available list double click a CCMS DSN The selected DSN is added to the DSNs Selected list In the Selected DSN Properties area type the user ID and password to access the data source For configured servers on the Contact Center Manager Administration server the user ID and password automatically appear Click Next In the Table Selection window from the DSNs list select the CCMS DSN Tables and views for the selected DSN appear in the Tables Available list From the Tables Available list double click dSkillsetStat and Skillset The selected tables move to the Tables Selected list Click Next In the Table Linking window from the left Tables list select iSkillsetStat From the left Fields list select SkillsetID From the right Tables list select Skillset From the right Fields list select SkillsetID From the Join list select Left Outer Join NN44400 710 Contact Center Performance Management 12 November 2010 135 Report Creation Wizard 14 15 16 17 18 1
85. information about system activity You must have Historical Statistics access to configure the Historical statistics You can configure historical statistics collection options such as the values for general system parameters the types of call flow agent and IVR historical statistics to be collected and the applications for which call by call data collects Real time statistics The Contact Center Manager Administration Real Time Reporting displays provide up to date statistics for your contact center and resources You can view changes in call activity in real time such as the number of calls waiting to be answered the number of agents assigned to each skillset and the number of abandoned calls 12 NN44400 710 Contact Center Performance Management 12 November 2010 Performance management fundamentals You must have Real Time Statistics access to configure these statistics You can configure collection options the data collection interval and the minimum refresh rate Two types of real time statistics are available network consolidated and nodals Network consolidated displays You can view the network consolidated displays only if you have the networking feature enabled and you have access to a Network Control Center NCC server These displays provide an overall real time view of contact center activities across a network linked by multiple servers in Contact Center Manager Server Nodal displays Nodal displays provide a real ti
86. ing report page 126 Creating a simplified report page 126 Creating an advanced report page 133 Creating an integrated report page 138 Saving a report page 139 Previewing a report page 139 Importing a report to Historical Reporting page 140 Defining configuration settings page 148 Defining selection criteria page 145 Moving a field page 146 Resizing an object page 147 Adding a text field page 147 Modifying object properties page 148 Suppressing a report section page 149 Adding a field to or removing a field from a report page 150 Adding a formula to or removing a formula from a report page 151 Sorting the direction of a group field or formula page 151 Sorting the order of a field or formula page 152 Editing a Report Creation Wizard report in Historical Reporting page 153 Viewing or modifying the object name in Crystal Reports page 153 Customizing the Report Creation Wizard template logo page 154 Applying template changes to existing reports page 155 NN44400 710 Contact Center Performance Management 12 November 2010 125 Report Creation Wizard Starting Report Creation Wizard To access Report Creation Wizard start this application Prerequisites e Ensure that you have a license for Report Creation Wizard Procedure steps Step Action 1 Log on to Contact Center Manager Administration 2 From the launchpad click Historical Reporting 3 In the left pane click the Contact Center
87. ing the euro symbol to a custom report To generate revenue reports containing currency symbols such as the euro symbol you must use the Crystal Reports application to modify an existing report template or create a new report template and then import the custom report into Contact Center Manager Administration To import the symbol into Crystal Reports you must copy it from Microsoft Word and then paste it into the report template as a picture For more information see Importing a report page 84 Prerequisites Ensure that Microsoft Word is installed Procedure steps Step 1 a fF W N O ON OD 11 12 Action Open Microsoft Word From the File menu select New to open a new document From the Insert menu select Symbol In the Symbol dialog box from the Font list select normal text From the Subset list select Currency Symbols The available currency symbols appear in the box Click the euro symbol Click Insert The symbol appears in the new document In the Word document highlight the euro symbol and then press Ctrl C In Crystal Reports open the report template in which you want the euro symbol to appear In the template right click where you want the symbol to appear and then select Paste The symbol appears as a picture in a text box in the report Adjust the size of the text box to fit the symbol After you create or modify the report import it into Contact Center Manager Administration End
88. iple tables proceed to step 17 12 From each of the right and left Tables lists select a table NN44400 710 Contact Center Performance Management 12 November 2010 69 Contact Center Multimedia reports 13 From each of the left and right Fields lists click a field to include Attention The selected field on the right Fields list must contain the same data as the selected field on the left Fields list 14 15 16 17 18 19 20 21 22 23 24 From the Join list select a join type Click link Click Next In the Fields list double click a formula or field to add to the report Use the up and down arrows to change the order of the selected fields Click the configuration icon In the report layout section select Portrait or Landscape On the toolbar click the Save Report icon Select the folder in which to save the report In the report Name box type the name of the report Click Save End Importing a CCMM user created report Import a Contact Center Multimedia report into Crystal to customize the report layout and to add and delete database tables and database fields The following is a list of items and features that you cannot edit delete or add to a report Prerequisites Install Report Creation Wizard Connections Formulas Record selection formulas Subreports or command tables Procedure steps Step 1 2 Action On the Report Creation Wizard tool bar click the Import to Historical Repor
89. iteria The element appears in the Available table Filters heading This heading is visible only if you connect to the NCC server and work with a network consolidated report Click this heading to view the available filters for this report A table appears with a list of the available filters To add a filter to this report select the check box beside the filter name and then click Update Selection Criteria The selected filters appear in the Selected table Click Run Now to generate the report To save your changes click Report Details in the Save As box type a name choose a save location and then click Save Report End 76 NN44400 710 Contact Center Performance Management 12 November 2010 Historical Reporting Opening a public private or shared report Open a public private or shared report to view a historical report Prerequisites Ensure that you have access to public report groups in Access and Partition Management e Log on to Historical Reporting See Logging on to Historical Reporting page 74 Procedure steps Step Action 1 In the left pane select the server on which to view the list of reports 2 Select one of the following folders Public Report Templates This folder contains the standard report templates in Contact Center Manager Run public reports on demand basis or you save them in your Group or Private Report Templates folders and schedule them The Public Report Templates folder can con
90. ites e Log on to Real Time Reporting See Logging on to Real Time Reporting page 23 e Open a summary chart Procedure steps Step Action 1 While viewing the chart press both mouse buttons 2 Move your mouse in a circular direction The chart contents rotate End Increasing or decreasing the summary chart size Customize the size of the chart contents within the chart frame You cannot increase the size of the chart frame Prerequisites e Log on to Real Time Reporting See Logging on to Real Time Reporting page 23 e Open a summary chart Procedure steps Step Action 1 While viewing the chart press Ctrl 2 While pressing Ctrl hold down both mouse buttons 3 On the chart move your mouse upward to decrease the size of the chart contents or downward to increase chart contents 4 After you adjust the size appropriately release Ctrl and the mouse buttons To restore the chart to the original state press R on your keyboard End Zooming in on areas of a summary chart Zoom in on a summary chart to view specific information NN44400 710 Contact Center Performance Management 12 November 2010 67 Real time report customization Prerequisites e Log on to Real Time Reporting See Logging on to Real Time Reporting page 23 e Open a summary chart Procedure steps Step Action 1 While viewing the summary chart press Shift 2 While pressing Shift click and drag to select the area of the chart to view more clos
91. ivate reports or shared reports that you create and save in your Group folder You can change properties such as the data range the selection criteria the schedule and the report title You must click Save Report to save the new properties You can change the properties of a public report template only if you save a copy of the template as a shared or private report See Creating a shared or private report page 81 Prerequisites Log on to Historical Reporting See Logging on to Historical Reporting page 74 Ensure that you are familiar with defining selection criteria See Defining the selection criteria page 75 Ensure that you are familiar with scheduling reports See Scheduling a report page 88 For network consolidated reports you can choose the network sites or filters that you created and saved See Selecting the network sites for a network consolidated report page 93 and Applying filters to network consolidated historical reports page 74 If you edit a scheduled report you must deactivate the schedule before you can save your changes See Deactivating a scheduled report page 92 Procedure steps Step Action 1 2 In the left pane click the server containing the report to edit Navigate to the report to edit The system loads the report properties and a series of headings appears in the right pane Click the Report Details heading The heading expands to reveal a series of boxes In this section yo
92. k summary charts 32 Viewing an exported real time display 33 Exporting real time display grids 33 Changing the file name prefix of exported real time display grids 33 Changing the path to export a summary chart 34 Printing a real time display grid 35 Graphical displays 37 Adding a graphical display 38 Opening a graphical display 39 Deleting a graphical display 39 Making a public copy of a graphical display 40 Assigning threshold alerts to a nodal real time display 41 Configuring an agent map 43 Adding agents to an agent map 44 Arranging agents in an agent map using drag anddrop 45 Arranging agents in an agent map automatically 45 Customizing the agent map layout 46 Resizing an agent map 46 Changing the header format of icons in an agent map 46 Zooming in or out on an agent map display 47 Activate a display from an agent map 48 Activate an agent details window from an agent map 48 Configuring a billboard display 49 Configuring a chart display 50 Creating a private collection 52 Creating a private billboard collection 53 Creating a public collection or public billboard collection 53 Arranging the billboards in a billboard collection 54 Real time report customization 55 Creating a Real time Dashboard display 56 Adding charts to the Real time Dashboard 56 Changing chart properties in the Real time Dashboard display 57 Removing display charts from the Real time Dashboard display 57 Saving the real time display 58 Adding a
93. k the Group Footer 1 section 38 Click the Add Text Field icon on the toolbar 39 On the Object Properties page modify the following properties e In the Title box type Skillset e Inthe Width box type 80 e In the Height box type 20 In the Left box type 300 e Inthe Top box type 3 e From the Text Align list select Right e Select the Bold check box 40 Click the Group Footer 2 section 41 Click the Add Text Field icon on the toolbar 42 On the Object Properties page modify the following properties Inthe Title box type Timestamp Inthe Width box type 80 e In the Height box type 20 In the Left box type 300 e Inthe Top box type 3 e From the Text Align list select Right e Select the Bold check box 43 Click the Report Footer section 44 Click the Add Text Field icon on the toolbar 45 On the Object Properties page modify the following properties e In the Title box type Totals e In the Width box type 80 In the Height box type 20 In the Left box type 300 e Inthe Top box type 3 e From the Text Align list select Right NN44400 710 Contact Center Performance Management 12 November 2010 131 Report Creation Wizard e Select the Bold check box 46 Double click the Page Header section 47 In the Page Header section click Time 48 On the Object Properties page modify the following properties From the Font Color list select Purple e Select the Underline and Bold check
94. l Time Reporting page 23 Creating a private real time display page 24 Making a public copy of a private real time display page 25 Deleting public displays page 26 Applying custom formulas to real time displays page 26 Starting a network summary page 27 Printing a summary chart page 27 Printing a real time display page 28 Deleting a private display page 28 Deleting an exported real time display grid page 29 Viewing the non staffed skillsets page 29 Logging on to Real Time Reporting Access Real Time Reporting by logging on to RTR Prerequisites Ensure that you have access to Real Time Reporting Procedure steps Step Action NN44400 710 Contact Center Performance Management 12 November 2010 23 Real time Reporting 1 Log on to Contact Center Manager Administration 2 On the launchpad click Real Time Reporting The Real Time Reporting window appears End Creating a private real time display Create a private real time display to customize real time displays For more information about customizing real time displays See Real time report customization page 55 Prerequisites e Create a copy of a public display template See Making a public copy of a private real time display page 25 Log on to Real Time Reporting See Logging on to Real Time Reporting page 23 Procedure steps Step Action 1 In the left pane click the server on which to create a private real time display 2 Select
95. list select the server on which to create and save the billboard If you selected the NCC server in the Element Type area select Agent Position Count Application or Skillset If you selected a nodal server in the Element Type area select Application IVR or Skillset In the Presentation area select Billboard Click Edit Properties to configure the new billboard display In the Billboard title box accept the default name provided or delete the default name and type a custom name to appear at the top of the billboard display Do not include spaces special characters punctuation or the ampersand amp in the billboard title From the Data collection mode list select either moving window or interval to date For nodal billboards from the Application or Skillset list select the application or skillset to monitor or select Summary For IVR or NCC billboards you can select only Summary When you select Summary you can monitor the statistic across all the applications or skillsets in your partition on NN44400 710 Contact Center Performance Management 12 November 2010 49 Graphical displays 12 13 14 15 16 the selected server and across all the applications or skillsets in your partition on all servers on the network across all IVR queues on the selected server From the Statistic list select the statistic to monitor in the billboard The name of the statistic that you monitor appears in the title bar of
96. lon You can type a maximum of 255 characters in the e mail box 17 Click Save Report to save your schedule 18 Click Activate to activate the schedule 19 To verify that the report schedule is active select the Scheduled Events folder and then locate the scheduled and activated report to view the status and properties End 90 NN44400 710 Contact Center Performance Management 12 November 2010 Historical Reporting Procedure job aid Variable Definition start time The time in the selected range in which to generate a report If you select the schedule time for your report the system converts the time that you choose to the Contact Center Manager Administration server time and gives the generated report the Contact Center Manager Administration server timestamp if you choose a time zone other than the one in the Contact Center Manager Administration server Printing a report schedule If you are an administrator logged on as webadmin you can use the Scheduled Events window to print the schedules of all reports scheduled by you and all other users Otherwise you can use this window to print only the reports that you schedule Prerequisites e Log on to Historical Reporting See Logging on to Historical Reporting page 74 Procedure steps Step Action 1 In the left pane click the Scheduled Events folder The list of scheduled reports appears In the right pane select a report and then click Print I
97. lor of a summary chart page 62 e Changing column names page 63 e Changing the column width in a real time display page 63 Rearranging columns in a real time display page 64 e Changing the data collection mode of a real time display page 64 e Changing the title of a real time display grid page 65 Deleting columns from a real time display page 65 e Moving the chart contents within the window page 66 e Rotating a summary chart page 66 Increasing or decreasing the summary chart size page 67 e Zooming in on areas of a Summary chart page 67 NN44400 710 Contact Center Performance Management 12 November 2010 55 Real time report customization Creating a Real time Dashboard display You can create a Real time Dashboard display to provide you with multiple views of up to date statistics for your contact center and its resources Prerequisites e Log on to Real Time Reporting See Logging on to Real Time Reporting page 23 Procedure steps Step Action 1 From the Displays menu select Add Graphical Display 2 From Element Type select All 3 From Presentation select Dashboard 4 Type the new display name Attention You can use only alphanumeric characters in the display name do not use special characters The display name must be unique if you type the same name as an existing display then you overwrite the existing display 5 Click Edit Properties 6 Click Submit to save your changes The new dis
98. me displays to print the display Prerequisites e Log on to Real Time Reporting See Logging on to Real Time Reporting page 23 Procedure steps Step Action 1 From the Displays menu select Manage Exported Displays 2 In the right pane from the list of HTML files click the name of the file to view The snapshot of the real time display grid appears in a new Internet Explorer window To print the exported grid in Internet Explorer from the File menu select Print To view the colored rows of the real time display in the Print dialog box select a color printer 5 Click Print End Exporting real time display grids You can export real time displays to open the file in a new Internet Explorer window Prerequisites e Log on to Real Time Reporting See Logging on to Real Time Reporting page 23 Procedure steps Step Action 1 In the left pane double click the real time display grid to export 2 On the real time display grid click Export 3 To open the file in a new Internet Explorer window click View End Changing the file name prefix of exported real time display grids You can choose the prefix to appear in the file name when you export the real time display grids to the Contact Center Manager Administration server as HTML files An example of the prefix for the Consolidated Skillset Display is ConsolidatedSS NN44400 710 Contact Center Performance Management 12 November 2010 33 Exported displays The expor
99. me view of contact center activities for a specific contact center Access and partition management Contact Center Manager Administration includes four main components that help administrators control the data that users can access in the contact center The administrator can use these components to tailor access rights to suit every user in the contact center The following four components are available e basic access rights to each component in Contact Center Manager Administration e partitions supervisor reporting agent combinations access classes The first level of security is the overall right to access the applications within Contact Center Manager Administration When an administrator defines Contact Center Manager Administration users in Access and Partition Management the administrator specifies the applications that the user can access The next level of security involves partitions supervisor reporting agent combinations and access classes The administrator can use partitions and supervisor reporting agent combinations to specify the data that Contact Center Manager Administration users Can view and manage The administrator can use access classes to control the actions that users can perform in the Contact Center Management Scripting Historical Reporting Real Time Reporting and Configuration components Crystal Reports You can use Crystal Reports to design and generate reports from a wide range of data sources To ge
100. ment Reports help you monitor system performance by providing information about system activity Prerequisites to Historical Reporting Navigation Log on to Contact Center Manager Administration Ensure that you have the required access to work in Historical Reporting Ensure that you understand Historical Reporting Logging on to Historical Reporting page 74 Applying filters to network consolidated historical reports page 74 Defining the selection criteria page 75 Opening a public private or shared report page 77 Running an Ad hoc report page 78 Running a parameter report Ad hoc page 79 Exporting an Ad hoc report page 80 Creating a shared or private report page 81 Defining the report output page 82 Importing a report page 84 Importing a parameter report page 85 Editing a report page 86 Printing an ad hoc report page 87 Scheduling a report page 88 Printing a report schedule page 91 Activating a scheduled report page 92 Deactivating a scheduled report page 92 Selecting the network sites for a network consolidated report page 93 Adding the euro symbol to a custom report page 94 Running a report from a different time zone page 95 Deleting a report page 95 NN44400 710 Contact Center Performance Management 12 November 2010 73 Historical Reporting Logging on to Historical Reporting To access Historical Reporting log on to Historical Reporting Prerequisites Ensure that you
101. mula you enter in the Available Formulas box in the Formulas window appears in the Formula Name box You can change formula name in the Formula Editor Click Save to save your changes Type additional information about your custom formula Click Save to save your comments The variables and mathematical operators that you choose for your custom formula You can add new variables and operators or edit the existing ones Click Save to save your changes The existing statistics fields that you can combine to create custom formulas After you create a formula you can apply it to your private Real Time Reporting displays to control the type of data that you see From the Variables list select the variables to add to your custom formula After you select a variable you must choose a mathematical operator or before you can select another variable or before you can enter a numeric value When you select a variable it appears in the Formula box with a percent symbol preceding it The percent symbol identifies it as a variable it is not a mathematical operator Add mathematical operators and numeric values to your custom formulas e Back Space Removes the last item that you enter in your formula To remove more items you must click C to clear the entire formula e C Clears the entire formula from the Formula box e Divides the variables in the formula e Multiplies the variables in the formula e Subtracts
102. n When you first activate a public or private billboard collection the billboards appear in a default order However you can change this order by dragging and dropping the individual billboards within the billboard collection Procedure steps Step 1 2 Action To rearrange the billboards back in the original layout click Tile Billboards Click Save Layout End 54 NN44400 710 Contact Center Performance Management 12 November 2010 Real time report customization The procedures in this section describe how to customize your real time reports You can customize real time report displays and real time report summary charts Prerequisites to real time reporting customization Atleast one real time report must exist See Adding a graphical display page 38 Navigation e Creating a Real time Dashboard display page 56 Adding charts to the Real time Dashboard page 56 e Changing chart properties in the Real time Dashboard display page 57 e Removing display charts from the Real time Dashboard display page 57 e Saving the real time display page 58 e Adding a new column to a real time display page 59 e Customizing display properties page 59 Changing the refresh rate of a real time display page 60 Changing the font size in a real time display grid page 60 e Changing the chart type for a site summary page 61 e Changing the color settings of a real time display grid page 61 e Changing the fill co
103. n the agent map display click Tile Agents 2 Click Save Layout to save the new arrangement End NN44400 710 Contact Center Performance Management 12 November 2010 45 Graphical displays Customizing the agent map layout Adapt an agent map layout to meet your requirements Procedure steps Step Action 1 In the agent map click and drag the agent icons to the desired position 2 To change the size of the window place your cursor on the edge of the window until a two headed arrow appears Click the edge of the window and then drag it to the desired size Click Save Layout to save your changes The next time you open the agent map your custom layout appears 5 To rearrange the icons automatically in the window click Tile Agents End Resizing an agent map When you resize an agent map you can save the size Your settings remain in effect until you resize the agent map again Prerequisites e You must have an agent map See Configuring an agent map page 43 Procedure steps Step Action 1 Place your cursor on the edge of the agent map display until it becomes a double headed arrow 2 Right click and drag the edge of the agent map to the required size Release the mouse button 4 Click Save Layout End Changing the header format of icons in an agent map You can specify how the agent name and login ID appear in the icon headers when you look at an agent map in icon view 46 NN44400 710 Contact Center Pe
104. n the left pane click the Contact Center Manager Server on which to create a public copy of a private real time display Select the Private Tabular Displays folder From the expanded Private Tabular Displays folder select the display to copy At the bottom of the Properties page type the name of the display as you want it to appear in the Public Tabular Displays folder Attention You can use only alphanumeric characters in the display name do not use special characters You cannot type the same name used by one of the Standard Public displays because you cannot overwrite these displays If you type the same name as an existing copied display then you overwrite the existing display 6 Select the servers on which you want the public copy of your private display to appear You can choose the current server on which you save the private display or all servers to which you have access If you have access to an NCC server and you copy a nodal display across all servers you do not see the nodal display on the NCC server You can copy nodal real time displays to every server on the network except the NCC server Likewise you can copy private network consolidated displays to the Public Tabular Displays folder only on the NCC server that is you cannot copy these displays across all servers in the network 7 Click Make Public Copy to save the private display in the Public Tabular Displays folder 8 In the Public Display window you can view t
105. n the message box that appears select one of the following options e Print Click Print to print the entire list of scheduled reports shown in the window e Page Setup Use the Page Setup option to select the paper size of the printed schedules If you choose A4 or Letter size the Schedule Type and Status columns do not appear on the print preview or the printed copy If you choose Legal paper size you can preview and print all the displayed grid columns Print Preview End NN44400 710 Contact Center Performance Management 12 November 2010 91 Historical Reporting Activating a scheduled report When you first schedule a report or when you deactivate a scheduled report you must activate it to schedule the report again You can activate a report in one of two ways e Click Activate in the Report Properties window while you view a saved scheduled but inactive report e Click Activate in the Scheduled Events window If you log on as the administrative user webadmin you can activate reports that another user schedules if you log on as another user you can activate only the reports that you schedule Prerequisites e Log on to Historical Reporting See Logging on to Historical Reporting page 74 e Schedule at least one report See Scheduling a report page 88 Procedure steps Step Action 1 In the left pane click the Scheduled Events folder 2 In the right pane select the report to activate 3 Click Activate The s
106. n to Real Time Reporting page 23 Procedure steps Step 1 Action In the Real Time Reporting main window from the menu select Displays Add Graphical Display In the Name box type the name of the new chart graphical display This is the name that appears in the system tree You can use alphanumeric characters only From the Server list select the server on which to create and save the display 50 NN44400 710 Contact Center Performance Management 12 November 2010 10 11 12 13 14 15 16 17 18 19 20 21 22 Graphical displays If you selected a nodal server in the Element Type area select the Application IVR or Skillset If you selected an NCC server in the Element Type area select the Agent Position Count Application or Skillset If you select Application on a nodal server in the Presentation area select the Chart choose statistics per application or the Chart choose applications per statistic If you selected Application on an NCC server in the Presentation area select the Chart choose statistics per application If you select Skillset on a nodal server in the Presentation area select the Chart choose statistics per skillset or the Chart choose skillsets per statistic If you select Skillset on an NCC server or Agent Position Count in the Presentation area select Chart choose statistics per skillset IVR in the Presentation area select Chart choose statistics f
107. nerate revenue reports containing currency symbols such as the euro symbol you must modify an existing report template or create a new report template and then import the custom report into Contact Center Manager Administration You can use the Template Importing Wizard to import report templates into Contact Center Manager Administration that you create using the Crystal Reports NN44400 710 Contact Center Performance Management 12 November 2010 13 Performance management fundamentals 14 NN44400 710 Contact Center Performance Management 12 November 2010 Filter management You can use filters to specify the skillsets applications the agents that you want to see in the real time display grids and the agents that you want to see in the agent map graphical displays Prerequisites to filter management Ensure that you have access to Filters Ensure that you do not log on as webadmin Navigation e Creating a filter in Real time Reporting page 15 e Creating a filter in Historical reporting page 16 Adding skillset elements to a filter page 16 Adding application elements to a filter page 17 Adding agent elements to a filter page 18 Removing elements from a filter page 19 Deleting a filter page 19 e Applying filters to real time displays page 20 e Applying supervisor reporting agent combinations to real time displays page 20 e Removing filters from a real time display page 21 Creating a fil
108. new column to a real time display 59 Customizing display properties 59 Changing the refresh rate of a real time display 60 Changing the font size in a real time display grid 60 Changing the chart type for a site summary 61 Changing the color settings of a real time display grid 61 Changing the fill color of asummary chart 62 Changing column names 63 4 NN44400 710 Contact Center Performance Management 12 November 2010 Contents Changing the column width in a real time display 63 Rearranging columns in a real time display 64 Changing the data collection mode of a real time display 64 Changing the title of a real time display grid 65 Deleting columns from a real time display 65 Moving the chart contents within the window 66 Rotating asummary chart 66 Increasing or decreasing the summary chart size 67 Zooming in on areas of asummary chart 67 Contact Center Multimedia reports 69 Creating a CCMM report template for user created reports 69 Importing a CCMM user created report 70 Historical Reporting 73 Logging on to Historical Reporting 74 Applying filters to network consolidated historical reports 74 Defining the selection criteria 75 Opening a public private or shared report 77 Running an Ad hoc report 78 Running a parameter report Ad hoc 79 Exporting an Ad hoc report 80 Creating a shared or private report 81 Defining the report output 82 Importing areport 84 Importing a parameter report 85 Editing areport 86 Prin
109. ng a custom formula You can create a formula for a service level The formula can be up to 250 characters Creating a custom formula Step 1 O ON ODO a FF W ND o Action In the Available Formulas box type CallsAnswered From the Statistics Group list select Application Press Enter In the Formula Editor from the Variables list select Calls Answered On the numeric keypad click minus sign From the Variables list select Calls Answd_Aft_Threshold On the numerical keypad press the division symbol From the Variables list select Calls_Answered Click Save Click Close End 118 NN44400 710 Contact Center Performance Management 12 November 2010 Statistics configuration Modifying custom formulas To update previously created custom formulas modify custom formulas Procedure steps Step 1 2 O ON OD oa FP WO Action Log on to the Configuration component On the system tree in the Configuration component double click the server containing the formula to delete Select the Formulas folder In the Available Formulas column double click the name of the formula to edit To add a new variable in the Formula Editor click an operator In the Variables list select a new variable To delete an element from the formula in the Formula box select the element Press Delete Click Save End Deleting a custom formula Delete formulas you no longer require If you delete a formula
110. ng filter elements or filters if you work with a network consolidated report Click the Data Range heading The heading expands to reveal a series of boxes Change the time range during which the data collects to specify the amount of data to include in your report If the data range is None and disabled the report does not require a data range Click the Schedule heading Indicate when and how often to generate your report Click the Output Options heading only if you schedule the report The heading expands to reveal a series of boxes Specify whether to save or print the report You can enter e mail addresses to where the system sends a notification to indicate if the report generates successfully Click Save Report Attention If you click Run Now to generate an on demand report no property changes save End Printing an ad hoc report You can print an on demand report from the Ad Hoc Report viewer Before you can print the report you must run it You can run the report with the current properties or you can define the selection criteria and the data range and then run the report See Defining the selection criteria page 75 NN44400 710 Contact Center Performance Management 12 November 2010 87 Historical Reporting By default if you do not define the selection criteria all available data is included in the report when you run it When you define the selection criteria you choose only the data that you wan
111. o run filters from Historical Reporting in Contact Center Manager Administration You can assign threshold alerts to real time and graphical displays Assign colors to threshold settings to highlight text when a threshold level is exceeded You can define threshold values for system activity These values result in three operational levels e Below level 1 Based on the statistic type The level can indicate normal contact center operation and no action required that is the lower the number of calls waiting the better or it can signify an alert situation that requires attention e Greater than or equal to level 1 and less than or equal to level 2 This level can indicate a required action to prevent contact center performance from moving beyond acceptable operating levels Above level 2 Based on the statistic type this level can mean normal contact center operation and no action required that is the higher the service level percentage the better or it can signify an alert situation that requires attention Historical statistics Use the Historical Reporting component to generate reports detailing the past performance of a contact center In the Historical Reporting window you can select the server in Contact Center Manager Server from which you want to run and schedule performance configuration and network reports if you work in a networked environment These reports can help you to monitor system performance by providing
112. of calls waiting the better or it can signify an alert situation that requires attention that is the lower the service level percentage the worse the situation Between level 1 and level 2 This level can indicate a required action to prevent contact center performance to move beyond acceptable operating levels Above level 2 Based on the type of statistic this level can mean normal contact center operation and no action required that is the higher the service level percentage the better or it can signify an alert situation that requires attention that is the greater the number of calls waiting the worse the situation Prerequisites Log on to Real Time Reporting See Logging on to Real Time Reporting page 23 Create at least one private display You can customize only the columns in private displays If you choose a public display you must first copy and save it in your Private displays folder before you can customize the columns See Making a public copy of a graphical display page 40 Procedure steps Step Action 1 In the left pane under the server that contains the private display to customize navigate to the private display In the right pane click the Columns tab From the sample table select the statistic for which to define the threshold colors From the threshold colors boxes select the colors for the statistic if it is below the level 1 threshold value if it reaches a value between level 1 and lev
113. oftware folder Double click the ODBCDriver exe file End Defining the DSN CCMM To access the Contact Center Multimedia database from a report writer application you must install the Cach ODBC driver and define the DSN Procedure steps Step 1 N Oo oO FF WO KN 10 11 Action From the Windows Start menu choose Administrative Tools Start the Data Source ODBC application Click the System DSN tab Click Add Select Intersystems ODBC Click Finish Enter information into the following boxes Name The name for the data source For example CCMM_47 10 25 3_DSN Description Optional Additional information about the data source Host Enter the IP address or computer name of the Contact Center Multimedia server Port Leave at the default 1972 Cache Namespace MULTIMEDIA In the User Name box type mmExternal In the Password box type mmExt Click Test Connection Click OK End NN44400 710 Contact Center Performance Management 12 November 2010 103 Expert reports Creating a report and connecting to the database Crystal You can create new reports using Crystal Reports To report on multiple time frames using the same database view you must create a report for each time frame Prerequisites e Ensure you know how to use Crystal Reports Avaya recommends that you direct your questions about Crystal Reports to your Crystal Reports vendor e You must have a user ID or password for Contact Center Manage
114. on remains the same Avaya recommends that you select a page orientation for the report that differs from that of the printer See Performance Management Data Dictionary NN44400 117 Procedure steps Step Action 1 In Crystal Reports from the File menu select Printer Setup 2 Select an Orientation option for the report End Creating reports using Microsoft Excel If the application supports importing data using ODBC use the application such as Microsoft Excel for report creation After creating the report you can format and print the imported data using features within Microsoft Excel Prerequisites e Aconnection to the server must be defined See Defining a connection to the server page 98 Attention The steps in this procedure refer to Microsoft Excel 2002 only The steps required can vary from different versions of this application Refer to the application documentation for details about how to import data Procedure steps Step Action 1 Open Microsoft Excel Choose Data Import External Data New Database Query Select the lt ODBC entry gt defined for the server Ensure that the Use the Query Wizard to create edit queries option is selected Click OK If required in the Logon to Sybase ASE window enter the logon ID and Password Click OK Select the columns to include in the report To filter the data by a specific column you must include that column in the query On Oo a F amp F ORN 106 NN44400 71
115. oose the length of time to store network call by call statistics at the Network Control Center NCC Your configuration determines the following items e the amount of data included in your network call by call reports e the amount of disk space required on the NCC Prerequisites Ensure that the number of days to store network call by call data is synchronized with the Historical Statistics Configuration for each server in the network See Configuring historical statistics data collection page 120 Procedure steps Step 1 2 3 4 Action Log on to the Configuration component In the left pane click the NCC server Click the Network Historical Statistics folder In the right pane in the Keep Network Call by Call data for box type the number of days to store network call by call data on the NCC In the Network call rate box type the estimated number of calls networked out for each hour routed from one site to another Click Submit to calculate the disk space that the call by call database requires for your configuration The required disk space appears in the Required text box The available disk space appears in the Actual text box Attention If the disk space required is greater than the disk space available you must lower the number of days the data is stored or you must change the number of estimated calls for each hour until sufficient disk space exists for your configuration End NN44400 710 Conta
116. or IVR summary In the Chart title box accept the default name or delete the default name and type a custom name to appear at the top of the chart display From the Chart type list select the type of chart to configure You can choose from Horizontal Bar Vertical Bar or Pie From the Chart fill list select Color or Pattern Black amp White If you select Chart choose applications per statistic or Chart choose skillsets per statistic from the Statistics list select a statistic From the Application list select an application to monitor Choose Summary to view a summary of all applications in your partition on the selected server For Chart choose statistics per skillset on a nodal server from the Skillset list select a skillset to monitor Choose Summary to view a summary of all skillsets in your partition on the selected server If you select Summary the total for statistics such as Agents Staffed Agents Active Agents Not Ready or Agents Idle is shown as 0 because one agent is typically assigned to more than one skillset which results in misleading totals From the Data Collection Mode list select the Moving window or Interval to date In the Export path box type the path on which to save a copy of the chart that you export as a BMP or JPG file for example C My Documents If you leave this field blank the file is exported to your desktop If you select Chart choose statistics per application Chart choo
117. ort On the menu click Report Import On the Template Importing Wizard dialog box click Next a WOW N Optional Select the Synchronize report template from the network drive check box 6 In the Directory and folder name field type NetworkPCname lt SharedFolder gt lt ReportTemplate gt Enter the template name From the Report is based on the following data list select a value If you select Configuration or Parameters proceed to step 11 if you select Historical enter the database alias 110 NN44400 710 Contact Center Performance Management 12 November 2010 Expert reports 10 In the Timestamp box type Timestamp ensure you type a capital T or the report does not run 11 Select the Report Data Range option 12 Click Next 13 Click Finish End Variable definitions Variable Value lt SharedFolder gt The folder name in which you save the report templates lt ReportTemplate gt The required report template Linking subreport Timestamp fields To import user created reports that contain subreports you must link the Timestamp fields in the subreports to the container report The position of the linked subreport on the container report is important to ensure that all subreports run for each of the Timestamps on the container report To ensure that each Timestamp in the container report is passed into the subreports all linked subreports appear in the details area of the container report Pre
118. ow from the Fields list expand the iAgentbySkillsetStat heading and then double click the following fields to group by e Skillset Timestamp represents the date and time Each selected field moves from the Fields list to the Group by list The RCW_TalkTime formula is not available because it is a dynamic formula 15 From the Group by list select iAgentbySkillsetStat Timestamp 16 From the This section will be printed list select for each hour Attention This option is available only for Date Time and DateTime fields and defines when the group changes 17 Click Next 18 In the Summaries window from the Fields list expand the iAgentBySkillsetStat heading 19 From the iAgentBySkillsetStat select CallsAnswered 20 From the Summation Type list select Sum 21 From the Groups list select the following check boxes Report Footer Group Footer 1 e Group Footer 2 22 Click Add NN44400 710 Contact Center Performance Management 12 November 2010 129 Report Creation Wizard 23 24 25 26 27 28 29 30 31 32 33 34 A CallsAnswered summary for the Report Footer Group Footer 1 and Group Footer 2 appears in the Summary Data list Footer 1 generates a total for all data selected Group Footer 1 generates a total for each selected skillset and Group Footer 2 generates a total for each selected timestamp From the Fields list expand the iAgentBySkillsetStat Formulas heading From the iAgentBy
119. pears on the system tree 3 From the Server list select the server on which to create the graphical display You cannot create agent maps or IVR graphical displays on the Network Control Center NCC server 4 In the Element Type area select the from the following list the element type that corresponds to the type of graphical display to create e Agent Create an agent map e Application Create an application billboard or chart or time line e IVR Create an IVR billboard or chart or time line e Skillset Create a skillset billboard or chart or time line e Agent Position Count Create an agent position count billboard or chart All Create a dashboard or a private or public collection or a private billboard or public billboard collection 5 In the Presentation area select the type of graphical display to create The type of chart you can create varies according to the selection you made in the Element type area 6 Click Edit Properties to configure the graphical display The corresponding properties window appears 38 NN44400 710 Contact Center Performance Management 12 November 2010 Graphical displays End Opening a graphical display View a graphical display Prerequisites Log on to Real Time Reporting See Logging on to Real Time Reporting page 23 e Create at least one graphical display See Adding a graphical display page 38 Procedure steps Step 1 a A W N Action In the left pane click
120. pecify the sites in the network to include in the report output by choosing them in the Selection Criteria area in the Report Properties window You can define the selection criteria for public private and shared reports that you schedule or generate on demand Prerequisites e You must select at least one network site to run a network nodal consolidated report You see only the selected sites data in the report Procedure steps Step Action 1 In the left pane click the NCC server that contains the report for which to define selection criteria 2 Expand the folder that contains the report template to use Attention If you click the Public Report Templates folder you can see only the NCC folder 3 In the expanded folder select the report to use 4 In the right pane click the Selection Criteria heading 5 Click the Available heading 6 In the Available table select the check box for each site to include in the report and then click Update Selection Criteria The sites move to the Selected table 7 To remove sites from the report clear the check boxes for each site to remove and then click Update Selection Criteria The sites move back to the Available table 8 Click Run Now to generate the report NN44400 710 Contact Center Performance Management 12 November 2010 93 Historical Reporting 9 To save your changes in the Save As box type a report name choose a save location and click Save Report End Add
121. pend on the type of statistics included in the report If you select multiple filter elements only those that satisfy all filter criteria appear in the report For example if you choose to report on five agents and three activity codes if one agent uses no activity code the agent does not appear in the report Prerequisites e Log on to Historical Reporting See Logging on to Historical Reporting page 74 Procedure steps Step 1 O a fF W ND Action In the left pane click the server that contains the report to define Expand the folder that contains the report template to use Click the folder containing the type of report to change Select the report to use In the right pane click the Selection Criteria heading In the Selection Criteria area enter information in the following boxes Available heading Click this heading to view the available filter elements for this report A table appears listing the available elements If multiple filters exist for this report more than one Available table appears Select the check box for each filter element to apply to the report and then click Update Selection Criteria The selected filter elements appear in the Selected table Selected heading Click this heading to view the filter elements selected for the report A table appears listing the selected elements To remove selected filter elements clear the check box for each filter element and then click Update Selection Cr
122. play page 7 Contact Types Reports include the following new contact types e Scanned document e Fax e SMS e Voice mail Summarized historical statistics interval Summarized historical statistics are statistics accumulated over a period of time The new default value is three minutes Expert consultation A peer to peer expert consultation is an agent initiated outgoing contact made while the agent has an existing primary contact already opened Such consultation contacts are initiated by using a user interface UI feature in the Avaya Aura Agent Desktop client This feature is available only for SIP enabled contact centers Real time Reporting Dashboard Display The Contact Center Manager Administration Real time reporting displays provide you with up to date statistics for your contact center and resources Other changes There are no other changes in this release NN44400 710 Contact Center Performance Management 12 November 2010 7 New in this release 8 NN44400 710 Contact Center Performance Management 12 November 2010 Introduction This document provides the procedures to generate performance management reports for Avaya Aura Contact Center Release 6 0 6 1 Prerequisites Navigation Ensure that you have the most recent documentation Documentation is available on the Avaya web site at www avaya com support Install the Contact Center Server software Install the following Contact Center components Cont
123. play appears under Private Graphical Displays End Adding charts to the Real time Dashboard You can add charts to the Real time Dashboard to view them Prerequisites e Log on to Real Time Reporting See Logging on to Real Time Reporting page 23 e Create a Real time Dashboard display See Creating a Real time Dashboard display page 56 Procedure steps Step Action 1 In the left pane under the server that contains the display to customize click the Private Graphical Displays folder Click the Real time Dashboard display Click Launch From the Displays menu select a display chart 56 NN44400 710 Contact Center Performance Management 12 November 2010 Real time report customization 5 From the display chart menu select the data to display on the chart The data appears on the chart in the Realtime Dashboard display End Changing chart properties in the Real time Dashboard display You can change the items that appear on the charts in the Real time Dashboard to meet your requirements Prerequisites e Log on to Real Time Reporting See Logging on to Real Time Reporting page 23 e Create a Real time Dashboard display See Creating a Real time Dashboard display page 56 e Add a display to the Real time Dashboard See Adding charts to the Real time Dashboard page 56 Procedure steps Step Action 1 Click the Properties tab of the chart to change 2 Select the skillsets applications and statistics to di
124. pplication server To send the file to a folder on a computer in the network the network computer must be accessible from the Contact Center Manager Administration server For more information see the Avaya Aura Contact Center Commissioning NN44400 312 Prerequisites e Log on to Historical Reporting See Logging on to Historical Reporting page 74 Procedure steps Step Action 1 In the left pane click the server containing the report whose output options you want to define 82 NN44400 710 Contact Center Performance Management 12 November 2010 Historical Reporting The server expands to reveal a choice between Public Private and Group folders if you have access to a group folder Expand the folder containing the report template to use Navigate to the report to edit The report properties appear in the right pane Click the Report Details heading In the Report Title box type the name to appear at the top of the generated report If you type no new report title the default title in this box appears at the top of the generated report Do not include apostrophes in the report title Attention If you save multiple copies of the same public report in your Group or Private report templates folders change the report title to distinguish between reports when you generate them If you do not change the report title all copies of the same public report have the same standard title when you generate the reports 6 In
125. r Administration Server Contact your system administrator for the information Procedure steps Step 1 O ON ODO a F W ND kkk Oo N SO 14 15 16 17 18 19 20 Action From the Start menu choose All Programs Crystal 11 Select Using the Report Wizard option and then click OK If the Crystal Reports Welcome dialog box does not appear select File New Select Standard and then click OK Expand the Create New Connection folder and then select ODBC RDO Click Next From the Data Source Name box select the lt ODBC enitry gt for the server In the User ID box type the lt user ID gt In the Password box type the password for Contact Center Manager Server From the Database list select blue Click Finish Expand Current Connection lt OBDC entry gt blue dbo Views Select each view to include in the report and click the right arrow button gt Ensure you use views and not tables when you create the report Click Next From the Available Fields list select fields to display on the report and click the right arrow button gt Click Next From the Available Fields list select the fields you want to group data by and click the right arrow button gt Click Next Select the template required Click Finish End 104 NN44400 710 Contact Center Performance Management 12 November 2010 Expert reports Variable definitions Variable Value ROD Remote Data Object lt OD
126. r section click Time On the Object Properties page in the Height box type 80 With a height of 80 pixels the full text can print Select the Bold and Underline check boxes In the Page Header section click the next field On the Object Properties page in the Title box change the title For example change CallsAnswered to Calls Answered and change RCW_CallsAnsweredBeforeThreshold to Calls Answered Before Threshold In the Height box type 80 Select the Bold and Underline check boxes Repeat step 40 to step 43 for the remaining Page Header fields Double click the Group Header 1 section In the Group Header 1 section click RCW_SkillsetNamelD On the Object Properties page in the Width box type 300 NN44400 710 Contact Center Performance Management 12 November 2010 137 Report Creation Wizard 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 Select the Bold check box Double click the Group Header 2 section In the Group Header 2 section click RCW_ApplicationNamelD On the Object Properties page in the Width box type 300 Select the Bold check box Double click the Group Header 3 section In the Group Header 3 section click Timestamp On the Object Properties page click Remove Click the Formulas tab On the Formulas page under the iSkillsetStat Formulas heading click RCW_TimestampGroupNameLabel The RCW_TimestampGroupNameLabel is a dynamic formula that displays th
127. raphical display page 38 Opening a graphical display page 39 Deleting a graphical display page 39 Making a public copy of a graphical display page 40 Assigning threshold alerts to a nodal real time display page 41 Configuring an agent map page 43 Adding agents to an agent map page 44 Arranging agents in an agent map using drag and drop page 45 Arranging agents in an agent map automatically page 45 Customizing the agent map layout page 46 Resizing an agent map page 46 Changing the header format of icons in an agent map page 46 Zooming in or out on an agent map display page 47 Activate a display from an agent map page 48 Activate an agent details window from an agent map page 48 Configuring a billboard display page 49 NN44400 710 Contact Center Performance Management 12 November 2010 37 Graphical displays e Configuring a chart display page 50 e Creating a private collection page 52 e Creating a private billboard collection page 53 e Creating a public collection or public billboard collection page 53 Arranging the billboards in a billboard collection page 54 Adding a graphical display Create a graphical display Prerequisites Log on to Real Time Reporting See Logging on to Real Time Reporting page 23 Procedure steps Step Action 1 From the Displays menu select Add Graphical Display 2 In the Name box type the name of the new graphical display This is the name that ap
128. raphical displays 10 11 In the Name box type the name of the new collection or billboard collection This is the name that appears on the system tree You can use only alphanumeric characters in the collection name you cannot use special characters From the Servers list select the server on which to create and save the public collection In the Element Type area select All In the Presentation area select either Public Collection or Public Billboard Collection Click Edit Properties The Public Collection Properties or Public Billboard Collection Properties window appears If you create a public billboard collection proceed to step 10 From each display list select a display to include in this collection The lists include all the public grid and graphic displays that you save on the selected server You can choose maximum six different displays Click Submit to save the public collection In the Available box highlight each public billboard to include in your billboard collection and then click the right arrow gt to move the billboard to the Selected box You can choose from all public billboards on the current server up to a maximum of 25 billboards Click Submit to save the public billboard collection The new collection or billboard collection appears on the system tree under the Public Graphical Displays folder on the currently selected server End Arranging the billboards in a billboard collectio
129. re the report is saved in the Output box in the format computer name shared folder name file name You can then choose the report file format or accept the default format Crystal_Reports_ Format rpt NN44400 710 Contact Center Performance Management 12 November 2010 83 Historical Reporting Email Notification When you choose this option you must enter an e mail address in the box provided When the report is generated the system notifies you by e mail when the report run is finished To enable multiple users to receive notification that a report generated you can type multiple e mail addresses in the box each address separated by a semicolon You can type a maximum of 255 characters in the e mail address box 13 Click Save Report to save your changes 14 To activate the schedule in the left pane select the Scheduled Events folder 15 In the expanded folder select the report that you just scheduled 16 Click Activate The system activates the schedule and outputs the report to the location that you specified End Importing a report You can use the Template Importing Wizard to import report templates into Contact Center Manager Administration that you create using the Crystal Reports application When you import a report template you store it on the application server However you access the report template by opening your Private Report Templates folder on the same server to which you imported it You
130. requisites e Use a Historical report View a container report Attention Subreports generate reports for each Timestamp field rather than for a time interval passed to the main report Procedure steps Step 1 2 3 Action In the container report choose Edit Subreport Links Select the first subreport from the list In the Available Fields box select the container report Timestamp field used to import the report Select the right arrow button gt to move the Timestamp to the Field s to link to list NN44400 710 Contact Center Performance Management 12 November 2010 111 Expert reports 5 In the Subreport Links window select the Select data in subreport based on field checkbox 6 To add additional subreports repeat step 2 to step 5 Otherwise click OK End Adding customized formulas to a report Crystal To a customize a Crystal Report you can customized and special formulas in your report Prerequisites e Ensure you understand the special formulas defined for use with Contact Center Manager Server Procedure steps Step Action 1 In Crystal Reports open the report you want to customize 2 In the field explorer right click Formula Fields 3 Select New 4 Type the name of the formula 5 Click User Editor End Procedure job aid Special formulas defined for use with CCM Formula Definition report_interval The collection period for the report report_title the title of the
131. rformance Management 12 November 2010 Graphical displays You can choose from the following options e agent first name followed by last name agent last name followed by first name e agent first name and login ID e agent last name and login ID Prerequisites Log on to Real time reporting See Logging on to Real Time Reporting page 23 Procedure steps Step Action 1 In the Real Time Reporting main window click the server containing the agent map to edit 2 The server expands to reveal a series of folders On the system tree click the Public Graphical Displays or Private Graphical Displays folder containing the agent map that you want to configure The folder expands to reveal the graphical displays that you save under this server Click the agent map to configure The Agent Map Properties window appears in the right pane 5 From the Agent Name list select how the agent name and login ID appear in the header of each icon in Icon view Review all other properties for the agent map After you approve the agent map properties click Submit to save your changes The next time you view this agent map in Icon view the header for each icon appears in the format that you selected End Zooming in or out on an agent map display While you look at the agent map in box view you can resize the display to 50 75 125 or 150 percent of normal size when you use the zoom feature The resizing option does not apply to agent maps
132. rts or shared reports that other users in your group create Your Contact Center Manager Administration administrator can delete other user s reports from the shared report groups Deletions appear in the in the Audit Trail log Prerequisites e Log on to Historical Reporting See Logging on to Historical Reporting page 74 NN44400 710 Contact Center Performance Management 12 November 2010 95 Historical Reporting e Deactivate the schedule See Deactivating a scheduled report page 92 Procedure steps Step Action 1 In the left pane click the server from which to delete the report The server appears to reveal a choice of Public Private and Group folders if you have access to a group Navigate to the report to delete Right click the report and then click Delete In the confirmation dialog box click Yes End 96 NN44400 710 Contact Center Performance Management 12 November 2010 Expert reports You can create user created or expert reports in an ODBC or SQL compliant application This section describes how to create reports in Crystal Reports The section also provides general instructions to create reports in other applications You can import and schedule reports in Crystal Reports only into Contact Center Manager Administration You cannot import reports created in other applications such as Contact Center Management Information Systems CCMIS Navigation e Defining a connection to the server page 98
133. se statistics for IVR summary or Chart choose statistics per skillset in the Statistic area select the check box for each statistic to view in the chart display If you select Chart choose applications per statistic in the Applications area select the check box for each application to view in the chart display If you select Chart choose skillsets per statistic in the Skillsets area select the check box for each application to view in the chart display To select all check boxes click Select All To clear all check boxes click Clear All NN44400 710 Contact Center Performance Management 12 November 2010 51 Graphical displays 23 24 Click Submit to save your changes The new chart appears in the system tree under Graphical Displays and the Graphical Display window refreshes To create a public copy of your custom display in the Type in the name of your public display box type a name for the public display and then click Make Public Copy A copy of your display appears in the Public Graphical Displays folder End Creating a private collection You can configure and save your favorite combination of data windows Prerequisites Log on to Real time reporting See Logging on to Real Time Reporting page 23 Procedure steps Step 1 2 N Oo oO FF W Action In the Real Time Reporting main window select Displays Add Graphical Display In the Name box type the name of the new collection This is t
134. source However the views must include acommon key field This option provides the maximum flexibility but it also requires that you understand the database structure with which you work Prerequisites e Start Report Creation Wizard See Starting Report Creation Wizard page 126 e Ensure that you are familiar with Report Creation Wizard e Configure the DSNs on the Contact Center Manager Server Ensure that you understand table linking and joins Procedure steps Step Action 1 In the Report Type window select the Create Advanced Report via ODBC option 2 In the Data Source window from the DSNs Available list double click a DSN The selected DSN moves to the DSNs Selected list Attention You can select only one DSN system type for example a CCMS or CCMM DSN 3 The User ID and Password boxes automatically contain the values you enter during the server configuration You can change the user ID and password but these changes apply only if you create the report If you generate the report in Historical Reporting Historical Reporting uses the values you enter during the server configuration Click Next In the Table Selection window from the Tables Available list double click a table The table moves from the Tables Available list to the Tables Selected list To add another table repeat step 5 Click Next If you select one table only proceed to step 14 NN44400 710 Contact Center Performance Management 12 November 20
135. splay on the chart 3 Click the Display tab to display the updated chart End Removing display charts from the Real time Dashboard display You can remove display charts from the Real time Dashboard display Prerequisites e Log on to Real Time Reporting See Logging on to Real Time Reporting page 23 e Create a Real time Dashboard display See Creating a Real time Dashboard display page 56 e Adda display chart to the Real time Dashboard See Adding charts to the Real time Dashboard page 56 Procedure steps Step Action NN44400 710 Contact Center Performance Management 12 November 2010 57 Real time report customization 1 In the left pane under the server that contains the display to customize click the Private Graphical Displays folder Select the Real time Dashboard display Click Launch Click the X button beside the display to remove a WOW N On the message box click OK End Saving the real time display Save the Real time Dashboard display window size and the following attributes of each Real time Display chart e size and position of the window e display type e list of selected statistics e list of selected skillsets or applications Prerequisites Log on to Real Time Reporting See Logging on to Real Time Reporting page 23 e Create a Real time Dashboard display See Creating a Real time Dashboard display page 56 e Add a display to the Real time Dashboard See Adding charts to the Re
136. t In the Login ID box type your lt login ID gt In the Password box type your password for Contact Click OK In the confirmation dialog box click OK In the ODBC Sybase ASE click OK End Installing the Cach ODBC driver CCMS To run custom reports or SQL queries from client computers you must first install an Intersystems Cach ODBC driver on the client computer This Intersystems Cach ODBC driver is available on the Avaya Aura Contact Center Release 6 0 6 1 Installation DVD Attention install this driver only on client computers Do not install this driver on contact center servers Prerequisites Ensure you have the most recent version of the Contact Center Release 6 0 6 1 DVD Procedure steps Step 1 Action Insert the Contact Center Release 6 0 6 1 DVD into your client computer NN44400 710 Contact Center Performance Management 12 November 2010 99 Expert reports 2 Navigate to the ThirdParty Cache ODBC Driver folder 3 Double click Intersystems Cach ODBC driver application ODBCDriver_2007 1_x86 exe This starts the InstallShield Wizard for Intersystems ODBC driver 4 Click Next on the InstallShield Wizard for Intersystems ODBC driver Click Install to install the driver When the driver in installed Click Finish End 100 NN44400 710 Contact Center Performance Management 12 November 2010 Expert reports Defining the Cache ODBC DSN CCMS To access the Contact Center Manager Server d
137. t center data 64 NN44400 710 Contact Center Performance Management 12 November 2010 Real time report customization Prerequisites e Log on to Real Time Reporting See Logging on to Real Time Reporting page 23 Procedure steps Step Action 1 In the left pane under the server that contains the display to customize click Private Tabular Displays Click the display name In the right pane click the Properties tab From the Data collection mode list select the mode in which to view the collected data 5 Click Submit to save your changes End Changing the title of a real time display grid Select the title to appear at the top of each private real time display grid Prerequisites e Log on to Real Time Reporting See Logging on to Real Time Reporting page 23 Procedure steps Step Action 1 In the left pane under the server containing the display to customize click Private Tabular Displays Click the display name In the right pane click the Properties tab In the Display Title box type the title to appear at the top of the real time display If you type no title the system applies the default title that is shown 5 Click Submit to save your changes End Deleting columns from a real time display When you customize your private real time display grids you can delete a column except the Site Filter and Skillset Application columns NN44400 710 Contact Center Performance Management 12 November 2010 65
138. t page of the report is numbered as 1 Until you reach the last page of the report you do not know how many pages the report has When the next page of the report appears the numbering changes for example to 1 of 2 and then to 1 of 3 until the last page of the report appears On the last page the numbering changes to 1 of x where x equals the total number of pages For example if the report is four pages the numbering on the last page is 1 of 4 5 Click the printer icon to print the report to the configured default printer on your computer End 80 NN44400 710 Contact Center Performance Management 12 November 2010 Historical Reporting Creating a shared or private report You can create custom reports if you change existing public shared or private report templates to suit your needs Save them in your Group or Private Report Templates folders When you save a report in your Group folder you save a shared report that is you share the report with other users who have access to your Group folder If you do not want to use an existing report as the basis for your custom report you must create a new report in the Crystal Reports application and import it into the Contact Center Manager Administration Historical Reporting application See Importing a report page 84 Prerequisites Ensure that you have access to the folder that contains the report to use e If you schedule the report activate the schedule See Activatin
139. t to see For information about printing scheduled reports see Defining the report output page 82 Prerequisites e Log on to Historical Reporting See Logging on to Historical Reporting page 74 Procedure steps Step Action 1 In the left pane click the server containing the report to print 2 Double click the folder containing the report to print 3 From the expanded folder select the report 4 In the right pane click Run Now to generate the report with the properties specified The Ad Hoc Report Viewer appears and displays the generated report Attention If the report spans more than one page the first page of the report is numbered as 1 Until you reach the last page of the report you do not know how many pages the report has When the next page of the report appears the numbering changes for example 1 of 2 and then to 1 of 3 until the last page of the report appears On the last page the numbering changes to 1 of x where x equals the total number of pages For example if the report is four pages the numbering on the last page is 1 of 4 5 Click the printer icon to print the report to the default printer configured on your computer End Scheduling a report You can schedule reports in your group and private folders to send to a file or to print or both You can also specify one or more e mail addresses where you can receive notification that the report generated or if problems occurred that prevented it
140. tact Center Performance Management 12 November 2010 29 Real time Reporting 30 NN44400 710 Contact Center Performance Management 12 November 2010 Exported displays The procedures in this section describe how to work with exported real time displays Prerequisites to exported displays Ensure that you have access to the Real Time Reporting component and associated access class elements Navigation Exporting summary charts page 31 Exporting network summary charts page 32 e Viewing an exported real time display page 33 Exporting real time display grids page 33 e Changing the file name prefix of exported real time display grids page 33 e Changing the path to export a summary chart page 34 Printing a real time display grid page 35 Exporting summary charts You can export site summary charts as a bit map or a jpeg file Prerequisites e Log on to Real Time Reporting See Logging on to Real Time Reporting page 23 Procedure steps Step 1 2 3 4 Action In the left pane under the relevant server click the folder that contains the display In the expanded list click the desired real time display or chart graphical display In the right pane click Launch Display On the real time display click site name Summary to view the real time display site summary chart If you view a site summary from a network consolidated real time display in the Site column click the desired site name
141. tain nine template folders corresponding to the following types of reports Agent Performance reports Call by Call reports Configuration reports Contact Summary reports Multimedia reports Networking reports Other reports Outbound reports and Predictive Outbound reports The template folder displays depend on the version and features available on the server In addition to these folders the Network Control Center NCC server includes one public report templates folder the NCC folder Private Report Templates This folder contains the report templates that you create by modifying an existing public shared or private report template and saving your changes in your Private Report Templates folder You can modify report information schedule the report and apply filters For more information about creating private reports see Creating a shared or private report page 81 Group This folder contains shared report templates When you customize a public or private report template and save it in your Group folder all other users who have access to your group can run modify and schedule the group report templates 3 From the expanded list select a report template to modify the template schedule it or run the report on demand The report properties appear in the right pane End NN44400 710 Contact Center Performance Management 12 November 2010 77 Historical Reporting Running an Ad hoc report You can specify the amount of data
142. tatistics group that contains the statistics field to include in your formula Press Enter to display the Formula Editor In the Comment box type information about the formula optional From the Variables list select the variable to use in the formula The variable appears in the Formula box When you select a variable it appears in the Formula box with a percent symbol preceding it The percent symbol identifies it as a variable it is not a mathematical operator On the numeric keypad press a number to apply to the formula After you select a mathematical operator you can select another variable to add to the formula To use the higher or lower of two values in your formula click Max or Min After you create the formula click Save Click Close to close the Formula Editor End 116 NN44400 710 Contact Center Performance Management 12 November 2010 Variable definitions Statistics configuration Variable Definition Available Formulas Statistics Group Formula Name Comment Formula Variables Numeric keypad buttons Type a name for the custom formula To edit an existing formula double click the formula name in the Available Formulas column The Formula Editor appears listing the Formula components Select the statistic group for the formula Statistics groups are sets of related statistics defined in the database such as agent statistics or skillset statistics The name of the for
143. ted file name includes your user name the prefix that you select the date and time you save the file For example if your user name is John your prefix is ConsolidatedSS and you chose to export the Consolidated Skillset Display as an HTML file on April 10 2000 at 2 45 28 p m the system saves it on the server as John_ConsolidatedSS_ 20000410 144528 htm Prerequisites e Log on to Real Time Reporting See Logging on to Real Time Reporting page 23 Procedure steps Step 1 Action In the left pane under the server containing the display to customize click the Private Tabular Displays folder Click the display name On the Properties page in the Grid export prefix box type the prefix to appear in the HTML file name Do not include spaces in the prefix Click Submit to save your changes End Changing the path to export a Summary chart You can choose the folder in which to save summary charts that you export as omp or jpg files The folder that you choose can be on the application server or on your computer If you leave this field blank the system saves the files on your desktop Prerequisites e Log on to Real Time Reporting See Logging on to Real Time Reporting page 23 Procedure steps Step 1 Action In the left pane under the server containing the display to customize click the Private Tabular Displays folder Click the display name On the Properties page in the Summary chart export path
144. teps Step Action 1 In the left pane click the Private Graphical Displays folder Attention When you delete a graphical display you cannot restore it Instead you must create a new graphical display 2 In the list of displays click the graphical display to delete 3 In the right pane click Remove Display 4 In the message box that appears asking you to confirm your choice click OK End Making a public copy of a graphical display Make a public copy of a billboard or chart or time line graphical display then after you customize the display you can save it in your Private Graphical Displays folder You can share the display with other users by making a public copy of it You can make public copies of all types of graphical displays except agent maps You can copy only the display to the Public Graphical Displays folder on the currently selected server you cannot copy graphical displays across all servers on the network to which you have access unlike real time tabular displays After you make a public copy of a private display only the administrator logged on as webadmin can delete the display To modify the display you or another user must first make a private copy For details about creating public collections and billboard collection displays see Creating a public collection or public billboard collection page 53 Prerequisites e Log on to Real Time Reporting See Logging on to Real Time Reporting page 23 Proc
145. ter The JDBC url is jdbc Cache 127 0 0 1 1972 CCMS_STAT on the CCMS server When accessing this URL from the client computer replace 127 0 0 1 with the IP address of the CCMS server Use the ODBC user name and password to connect to the CCMS Server End Running the Database View Definition report Before you create a customized report run the Database View Definitions report to display all the database views available This report lists all of the field names available for use in your report The Database View Definition report does not include views from the Contact Center Multimedia database Procedure steps Step 1 oa fF WO ND Action From the Launchpad click on Historical Reporting Select the Contact Center Manager Server from which to run the report Select the Configuration folder in Public Report Templates Select Config Database View Definitions Click Run Now to generate the report Click the Printer icon if you require a printout or the Export icon to save the report End Installing the Cach ODBC driver CCMM To access the Contact Center Multimedia database from a report writer application you must install the Cach ODBC driver and define the DSN The Cach ODBC driver is supplied on the DVD 102 NN44400 710 Contact Center Performance Management 12 November 2010 Expert reports Procedure steps Step 1 2 3 Action Insert the DVD in your DVD drive Select the CCMM CacheODBCS
146. ter in Real time Reporting Create filters to specify the skillsets applications and agents that you want to see in the real time display grids and the agents that you want to see in the agent map graphical displays Prerequisites e Log on to Real Time Reporting See Logging on to Real Time Reporting page 23 e Ensure that you have access to filters Ensure that you do not log on as the webadmin Procedure steps Step Action 1 From the Filters menu select Manage Filters NN44400 710 Contact Center Performance Management 12 November 2010 15 Filter management 2 From the Filters menu select Add Filter 3 In the New Filter Name box type the name of the filter You can use only alphanumeric characters do not use special characters 4 Click Submit to save the filter End Creating a filter in Historical reporting Create and use the filters in the Historical Reporting application for Network Consolidated reports Prerequisites e Log on to Historical Reporting Procedure steps Step Action 1 Select Filters Manage Filters Click Filter Add Filter In the box enter the name of the new filter Click Submit Click the required resource tab Select the required resource Click Submit N Oo oO FF WO KN End Adding skillset elements to a filter You must add skillset elements to a filter to view the statistics that you require Prerequisites e Log onto Real Time Reporting or Historical Reporting See Lo
147. that appear in icon view When you resize an agent map the text within the agent blocks is also resized and the relative position of the icons maintains To return the display to the normal size select 100 percent from the list If you resize an agent map to 50 percent of the normal size the spacing between the agent map icons is halved NN44400 710 Contact Center Performance Management 12 November 2010 47 Graphical displays Procedure steps Step Action 1 From the Zoom list select a value to resize the agent map End Activate a display from an agent map On the agent map graphical display you can view a grid display that you select on the server When you customize the agent map you can choose which display to view when you click the Linked Display button You can choose from all the private public and standard displays both tabular and graphical to which you have access on the currently selected server If you do not configure which display to view with the Linked Display feature the Standard Agent Display for this server becomes the default server when you click the Linked Display button Prerequisites e Log on to Real time reporting See Logging on to Real Time Reporting page 23 e Configure an agent map See Configuring an agent map page 43 Procedure steps Step Action 1 On the agent map display click Linked Display The display that you choose from the Linked Display list activates from the server on w
148. that you use in a real time display the column in the display appears blank Procedure steps Step 1 2 oa Ff O Action Log on to the Configuration component On the system tree in the Configuration component double click the server containing the formula to delete Select the Formulas folder In the table select the formula to delete Press Delete In the confirmation dialog box click Yes End NN44400 710 Contact Center Performance Management 12 November 2010 119 Statistics configuration Configuring historical statistics data collection You can configure the following historical statistics collection options e the general system parameter values such as the number of skillsets e the type of call flow agent and IVR historical statistics to collect e the collected applications for call by call data e the length of time that historical statistics remain on Contact Center Manager Server You must calculate the amount of required disk space to run your selected configuration and specify the first business day of the week Procedure steps Step Action 1 Log on to the Configuration component 2 In the left pane click the server on which to configure historical statistics 3 Select the Historical Statistics folder 4 In the Parameters table for each parameter type the value to configure ensuring that the value is less than or equal to the purchased value and greater than or equal to the measured val
149. the Details section of the report a corresponding text heading appears in the Page Header section of the report If you subsequently move the formula the heading moves so that it remains horizontally aligned with the field If you remove the field you automatically delete the heading from the Page Header section Prerequisites e Open an existing Report Creation Wizard report in Report Creation Wizard Ensure that you are familiar with the Report Layout Window Procedure steps Step Action 1 In the Report Layout window select the section header to which to add a formula Click the Formulas tab On the Formulas page select the formula To add the formula click Add To remove the formula click Remove Click Save O a fF ODN End Sorting the direction of a group field or formula Use the Sorting tab to select the sort direction of returned group field and formula data on the report Prerequisites e Open an existing Report Creation Wizard report in Report Creation Wizard Ensure that you are familiar with the Report Layout Window Procedure steps Step Action 1 In the Report Layout window click the Sorting tab NN44400 710 Contact Center Performance Management 12 November 2010 151 Report Creation Wizard a A W N To sort the direction of a group on the Sorting page click the Groups heading To sort the direction of a field or formula click the Fields heading Select the group field or formula for
150. the Save As box type the new report name The name appears in the system tree This name cannot contain an apostrophe and must be unique if you save the report in the same folder 7 From the Location list select the folder in which to save your report You can choose either Private or Group if you have access to a group folder 8 From the Time zone list select the time zone in which to schedule your report or accept the system default the default time zone is the selected server time zone Attention When you select the schedule time for your report the system converts the time that you choose to the Contact Center Manager Administration server time and gives the generated report the Contact Center Manager Administration server timestamp if you choose a time zone other than the one in the Contact Center Manager Administration server 9 Click the Schedule heading The heading expands to reveal a series of boxes 10 In the schedule area enter the report schedule 11 Click the Output Options heading The heading expands to reveal a series of boxes The Output Options heading is disabled until you schedule the report 12 In the Output Options area choose the report output type Print When you select this option you can choose the printer or accept the default printer shown You can also select the paper size for the report from the Paper Size list e Output to file When you select this option you must type the location whe
151. the The section will be printed list select a length of time that defines when the group changes Attention This option is available only for Date Time and DateTime fields It determines when the group prints For example selecting for each hour groups records together for each hour and calculates group summaries for each hour NN44400 710 Contact Center Performance Management 12 November 2010 127 Report Creation Wizard 14 15 16 17 18 19 20 21 22 23 24 Click Next In the Summaries window from the Fields list select a field From the Summation Type list select a summation type As you select the fields in the Fields list the Summation Type list dynamically updates to show the types available for the selected field From the Groups list select the check box for each report section in which the summary appears on the report Click Add The summary appears in the Summary Data list Click Next In the Report Layout window view or modify the report On the toolbar click the Save Report icon In the Save RCW Report dialog box choose a folder in which to save the report In the Report Name box enter a name for the report Click Save You can save the report after you select at least one field End Example of creating a sample simplified Agent by Skillset Performance report You can create various report types such as an Agent by Skillset Performance report Creating a sample Agent by Skillset Performance
152. the billboard display window when you activate it From the Font color boxes select the color for the statistic The background color of the billboard display is black until a threshold value is reached at which time it changes to either of the threshold colors you selected and the font color changes to black If you do not use a mouse press Tab until the status bar indicates that you have the selected color After press the Spacebar to select the color From the Threshold settings boxes click to select the colors for the thresholds below level 1 between level 1 and level 2 and above level 2 or accept the default colors shown You can view the current Level 1 and Level 2 threshold values configured for this statistic in the Value boxes beside the threshold settings boxes Select the Pop to front check box to move the activated billboard to the front on your desktop when a threshold level is reached When a billboard moves to front it only moves to the front of the browser session from which you activate it It does not move in front of other browser sessions or other open applications on your desktop Click Submit to save your changes The new billboard appears in the system tree under Private Graphical Displays End Configuring a chart display You can configure a chart display for skillsets applications or statistics to monitor in a customized chart Prerequisites e Log on to Real time reporting See Logging o
153. the box view agent map change when a threshold level is exceeded In icon view the agent icon changes to these colors when a threshold level is exceeded When you choose the threshold colors select colors that make the text easy to view against the agent state background colors in box view If you do not use a mouse press Tab until the status bar indicates that you have reached the desired color After press the spacebar to select the color Select the Pop to front check box to move the agent map to the front of your desktop when a threshold level is exceeded When an agent map moves to front it only moves to the front of the browser session from which you activate it It does not move in front of other browser sessions or other open applications on your desktop such as Microsoft Word Select the Text Flash check box to view the text in the launched box view agent map flash when a threshold level is exceeded This option is not applicable to icon view agent map displays Select the Hide logged out Agents check box to view logged on agents only when activate the agent map If you do not select this check box you see all agents in the filter that you attach to the display both logged on and logged off In the Agent state colors area select the appropriate check boxes to choose the colors to shown for each agent state Click Submit to save your changes The new agent map appears in the system tree under Graphical Displays End
154. the time zone defaults to the time zone of the selected server The time zone defaults to the time zone of the selected server 11 Click the Selection Criteria heading 12 In the Selection Criteria area click the Available and Selected headings to choose the selection criteria for the report 13 Click the Schedule heading 14 In the Schedule area select the report schedule criteria Attention If you select dates during which the report is to generate the report generates for the selected dates each year for as long as the report is scheduled For this reason you cannot select to generate the report on February 29 in a leap year as the following year is not a leap year 15 Click the Output Options heading 16 In the Output Options area choose the report output Report output Choose whether to print the report send it to a file or both e Printer Select the printer e Paper Size Choose the paper size Output Type the path to the shared network folder in which to save the report Format Select the report format e Save the file under a different name each time Save each report with a unique name If you do not choose this option the system overwrites the existing report e Email Notification Select this option to receive an e mail notification after the report generates or if the report do not generate successfully After type one or more e mail addresses in the box provided separate the addresses with a semico
155. the variables in the formula e Adds the variables in the formula e Separates the Max and Min variables in the formula After each variable you must select a mathematical operator before you select another variable 1 of 2 NN44400 710 Contact Center Performance Management 12 November 2010 117 Statistics configuration Variable Definition Max and Min buttons Use the Max and Min buttons to use the higher of two values Max or the lower of two values Min in your formula When you click Max or Min brackets appear in the Formula box In these brackets add the two values to compare separated by a comma The format must be as follows Max a b a can be one variable or two variables separated by an operator and b can be one variable or two variables separated by an operator For example for the following formula Max Agent_Available Agent_Not_Ready Agent_In_Service Agent_On_This_Skillset_Call the system calculates the values for Agent_Available Agent_Not_Ready and for Agent_In_Service Agent_On_This_Skillset_Call and uses the higher of the two values in the formula If you use Min in this example the system calculates the lower of the two values Save button Click Save to save changes you make in the Formula Editor Close button Click Close to exit the Formula Editor To save your changes click Save before you close the Formula Editor 2 of 2 Example of creati
156. ting icon In the Report Title box type the lt report name gt 70 NN44400 710 Contact Center Performance Management 12 November 2010 O a Aa Ww N 10 11 12 13 14 15 16 17 Contact Center Multimedia reports Click Browse Navigate to the report to import Click Open From the Time Zone list select the time zone of the server to which you want to import the report In the comment box type additional information about the report Click the Report Options header Select a Report Mode For advanced reports from the Report Type list select the report type From the Report Group list select the folder from which the report imports In the Select Service list select the servers to which you want to import the report Click the Data Range header From the Table Alias list select a table In the Table box for the data range that matches the selected Table Alias time period type the table name In the Timestamp box for the data range that matches the selected Table Alias time period type the name of the field Click Import End NN44400 710 Contact Center Performance Management 12 November 2010 71 Contact Center Multimedia reports 72 NN44400 710 Contact Center Performance Management 12 November 2010 Historical Reporting You can select the server in Contact Center Manager Server from which to run and schedule performance configuration and network reports if you work in a networked environ
157. ting page 15 74 NN44400 710 Contact Center Performance Management 12 November 2010 Historical Reporting Procedure steps Step Action 1 In the right pane click the NCC server that contains the network consolidated report to define Click the Public Report Templates folder Click the NCC folder In the NCC folder select the report to use Click the Selection Criteria heading Click the Filters heading In the table select the check box for each filter to apply to the report Click Run Now to generate the report O ON OD a F OD To save your changes in the Save As box type a name for the report choose a save location and then click Save Report End Defining the selection criteria Users of the Avaya Aura Contact Center can create filters However each of these classic client filters contains only one type of data skillsets applications route numbers route names DNIS numbers or DNIS names An administrator can use the Contact Center Manager filter importing utility to import filters into Contact Center Manager Administration that were created and saved in the Avaya Aura Contact Center While each of the classic client filters contains only one type of data skillsets applications route numbers route names DNIS numbers or DNIS names you can add various types of data to these filters after the administrator imports them by using the filter tabs in Historical Reporting For more information on
158. ting page 74 e Create at least one filter See Creating a filter in Real time Reporting page 15 e Ensure that you have access to filters Ensure that you do not log on as the webadmin Procedure steps Step Action 1 From the Filters menu select Manage Filters 2 In the left pane select the filter to delete NN44400 710 Contact Center Performance Management 12 November 2010 19 Filter management 3 In the right pane click Delete Filter 4 In the message box that appears asking you to confirm your choice click OK End Applying filters to real time displays Use the Filters page to apply filters to customize your real time displays You can apply a filter a supervisor reporting agent combination or both Prerequisites e Log on to Real time reporting See Logging on to Real Time Reporting page 23 e Create at least one filter See Creating a filter in Real time Reporting page 15 e Ensure that you have access to filters Ensure that you do not log on as the webadmin Procedure steps Step Action 1 In the left pane under the server containing the real time display to which to apply filters select the Private Tabular Displays folder Click the private display to customize Click the Filters tab From the list of available filters select the check box for each filter to assign to the real time display OR To assign all of the available filters and supervisor reporting agent combinations listed i
159. ting an ad hoc report 87 Scheduling a report 88 Printing a report schedule 91 Activating a scheduled report 92 Deactivating a scheduled report 92 Selecting the network sites for a network consolidated report 93 Adding the euro symbol to acustom report 94 Running a report from a different time zone 95 Deleting a report 95 Expert reports 97 Defining a connection to the server 98 Defining the Sybase DSN 98 Installing the Cach ODBC driver CCMS 99 Defining the Cach ODBC DSN CCMS 101 Installing the Cach JDBC Driver 101 Running the Database View Definition report 102 Installing the Cach ODBC driver CCMM 102 Defining the DSN CCMM 103 Creating a report and connecting to the database Crystal 104 NN44400 710 Contact Center Performance Management 12 November 2010 5 Contents Changing a database alias 105 Setting the page orientation 106 Creating reports using Microsoft Excel 106 Creating reports using Microsoft Access 107 Saving a report template in Crystal Reports 11 109 Importing a user created Crystal Report 110 Linking subreport Timestamp fields 111 Adding customized formulas to a report Crystal 112 Creating acustom report 113 Statistics configuration 115 Creating custom formulas 116 Modifying custom formulas 119 Deleting a custom formula 119 Configuring historical statistics data collection 120 Configuring historical statistics collection onthe NCC 121 Configuring real time statistics collection 1
160. to Real Time Reporting page 23 Ensure that you have access to filters Ensure that you do not log on as webadmin Procedure steps Step Action 1 In the left pane select the server that contains the real time display from which to remove filters Select the Private Tabular Displays folder Click the display to customize Click the Filters tab NN44400 710 Contact Center Performance Management 12 November 2010 21 Filter management 5 From the list of assigned filters clear the check box for each filter to remove from the real time display To remove all of the filters from the real time display click Clear All Click Submit to save your changes End 22 NN44400 710 Contact Center Performance Management 12 November 2010 Real time Reporting The Contact Center Manager Administration CCMA Real Time Reporting displays provide up to date statistics for your contact center and resources With access to statistics that update in real time such as the number of calls waiting to be answered the number of agents assigned to each skillset and the number of abandoned calls you can view changes in call activity as they occur If you use Avaya and Predictive Outbound Real time displays from CCMA an agent s status is different for each display Prerequisites to real time reports Navigation Ensure that you have access to the Real Time Reporting RTR component and associated access class elements Logging on to Rea
161. to modify a report Prerequisites e Open an existing Report Creation Wizard report in Report Creation Wizard Ensure that you are familiar with the Report Layout Window Procedure steps Step Action 1 In the Report Layout window select the section header to which to add a field 2 Click the Fields tab 3 On the Fields page select the field 4 To add the field click Add If you add a field to the Details section of the report Report Creation Wizard adds a corresponding text heading to the Page Header section of the report If you move that field the heading also moves so that it remains horizontally aligned with the field 5 To remove the field click Remove Attention If you remove a field from the Field Selection page the field is removed only from the Details section not from any other section 6 Click Save End 150 NN44400 710 Contact Center Performance Management 12 November 2010 Report Creation Wizard Adding a formula to or removing a formula from a report Add formulas or remove formulas to update a report Formulas appear under the relevant headings in the Formulas list Standard formulas appear under the Formulas heading Formulas relating to views appear under separate headings for each view for example iAgentPerformanceStat formulas Report formulas formulas that appear on the report and have no association with a Report Creation Wizard formula appear in the Formulas list If you add a formula to
162. to sort the data on the report If required select the direction for sorting using the Ascending Descending button Click Summary Options to add summaries to the report If you add no summaries to the report proceed to step 28 Select the summary fields to include Select the data shown on the report Click OK Click Next If required select the layout and page orientation for the report Click Next If required select the report style Click Next 108 NN44400 710 Contact Center Performance Management 12 November 2010 Expert reports 33 Enter a name for the new report 34 Select the Preview the report option 35 Click Finish 36 Use the Design View feature of Microsoft Access to edit the report created by the Report Wizard End Variable definitions Variable Value lt ODBC entry gt Server application name and IP address for example CCMS_47 10 25 3_ DSN Saving a report template in Crystal Reports 11 To import user created Crystal reports 11 templates into CCMA server you must save the templates on your local hard drive Prerequisites e Install Crystal Reports 11 on your local hard drive Attention Do not install Crystal Reports 11 software on the Contact Center Manager Administration Server Procedure steps Step 1 O ON OD oA FPF WO ND Action Copy all your custom report templates created in Crystal 8 5 or earlier versions in the lt OldVersionTemplates gt directory Create a
163. trait or Landscape Default Font Select a default font to apply to fields formulas labels or summaries added to a report section The fonts installed on the Contact Center Manager Administration server determine the available fonts The previously selected default font still applies to objects added before you select the new default font If a font installed on the Contact Center Manager Administration server does not appear in the font list the installed font can fail to meet certain requirements For more information see Avaya Aura Contact Center Troubleshooting NN44400 712 144 NN44400 710 Contact Center Performance Management 12 November 2010 Report Creation Wizard Defining selection criteria Define selection criteria to determine the entities to include in a report The following options are available when you define a Report Creation Wizard report in Historical Reporting Define the selection criteria Schedule to print the report Schedule to send the report to a file Save the report Run the report immediately You define the selection criteria for Report Creation Wizard reports differently than you do for user defined reports Prerequisites Import a Report Creation Wizard report to Historical Reporting See Importing a report to Historical Reporting page 140 Log on to Historical Reporting Procedure steps Step Action 1 In the left pane click the server under which the Report Creation Wi
164. u can change information in the following boxes Report Title The title that appears at the top of the generated report Do not include apostrophes in the report title e Comment Type comments about the report e Save As The name of the report All reports saved in the same folder must have unique names This name cannot include apostrophes You must enter a name in this box when you save the report in a different folder If you save the report in the same folder and do not change this name the system overwrites the existing report with your new properties 86 NN44400 710 Contact Center Performance Management 12 November 2010 9 10 11 12 13 Historical Reporting e Save Location Select the folder in which to save the custom report If you select Group all members of your group have access to the report If you select Private only you have access to the report e Time Zone Select the time zone in which to schedule or define the data range for this report or accept the default time shown the system defaults to the Contact Center Manager Server time zone The data range depends on Contact Center Manager Server time because the server stores the data Therefore the system always converts the data range times that you enter to Contact Center Manager Server time Click the Selection Criteria heading The heading expands to reveal a series of boxes Specify the information to include in your report by assigni
165. u can search for up to five levels by selecting And or Or from the last list Click Search Agents that match your criteria appear in a table In the list of available agents select the check box for each agent to add to the filter OR To choose all available agents select the Select All check box Click Submit to save your changes End 18 NN44400 710 Contact Center Performance Management 12 November 2010 Filter management Removing elements from a filter To modify the report display remove elements from a filter Prerequisites e Log onto Real Time Reporting or Historical Reporting See Logging on to Real Time Reporting page 23 or Logging on to Historical Reporting page 74 e Create at least one filter See Creating a filter in Real time Reporting page 15 e Ensure that you have access to filters Ensure that you do not log on as the webadmin Procedure steps Step Action 1 From the Filters menu select Manage Filters 2 In the left pane select the filter from which to remove applications skillsets or agents 3 Clear the check boxes for each skillset application or agent to remove from the filter 4 Click Submit to save your changes End Deleting a filter If you need to rename a filter you must delete the filter and create a new one with the new name Prerequisites e Log onto Real Time Reporting or Historical Reporting See Logging on to Real Time Reporting page 23 or Logging on to Historical Repor
166. ue When you choose a value allow for future growth 5 In the Collect the following statistics table for each statistic type in the Collect column select the check box for each statistic to collect 6 In the Call by Call table for each application from the Statistics Collection Method list select the type of calls for which to collect call by call statistics 7 In the Duration table for each type of statistic enter the amount of time the statistic is stored on the server 8 From the Business week starts list select the day on which to accumulate weekly statistics 9 Click Calculate to determine if you have sufficient disk space available for the selected historical statistics collection configuration The disk space requirements for the selected configuration appear in the Call by Call Database and CSR Database and System Database Required boxes The available disk space appears in the Call by Call Database and CSR Database and the System Database Actual boxes 10 Click Submit to save your changes Attention If the disk space required is greater than the disk space available you must lower the number of days the data is stored or you must change the number of estimated calls for each hour until sufficient disk space exists for your configuration End 120 NN44400 710 Contact Center Performance Management 12 November 2010 Statistics configuration Configuring historical statistics collection on the NCC You can ch
167. ust save and import the report to Historical Reporting You can use the Import tool to import a Report Creation Wizard report into a standard group or into your private folder After you import a Report Creation Wizard report the system identifies automatically the supported data ranges Interval Daily Weekly and Monthly during the import procedure You can import Report Creation Wizard reports to Contact Center Manager Servers only Unlike user imported reports you need not synchronize Report Creation Wizard reports After you import a Report Creation Wizard report you can edit the report directly through Report Creation Wizard After you save the report all changes are effective immediately The procedure to import advanced ODBC reports is similar to simplified reports except for the following You must manually enter the supported data ranges for each table referenced on the report e You must specify the report type Three available report types exist Historical Configuration and Networking 140 NN44400 710 Contact Center Performance Management 12 November 2010 Report Creation Wizard Procedure steps Step 1 2 6 Action On the toolbar click the Import to Historical Reporting icon In the Import window in the Report Title box type the name for the report The name appears in Historical Reporting Click Browse In the Open RCW Report dialog box browse to and select the report to import Click Open
168. w select the Create Simplified Report via Report Definitions option In the Data Source window click the Report Definitions folder Navigate to the folder that contains the report definition to open Click Next In the Field Selection window In the Fields list double click a field or formula to add to the report The selected field or formula is moved from the Fields list to the Fields Selected list By default the table name is appended to the field name after you add the field to the Fields Selected list To remove the table name click the Toggle Table Name icon Attention If you remove a field from the Field Selection page the field is removed only from the Details section not from any other section 10 11 12 13 To change the order of the selected fields use the up and down arrows To modify the properties of a selected field in the Selected Fields list click a field and then in the Width box type a new width A default width of 50 pixels applies to all selected fields The Title box is a read only field Click Next To select a field to group by in the Grouping window from the Fields list double click a field or formula The selected field or formula moves to the Group by list To accept the default properties of the selected fields and formulas proceed to step 23 To modify the properties of a group field from the Group by list select a field From the Sort Order list select a sort order From
169. zard report is stored Navigate to the Report Creation Wizard report In the Report Properties window click Selection Criteria The Selection Criteria heading expands The fields of each selected Report Creation Wizard table appear in the fields list From the fields list select a field The table name and the field data type appear in the criteria list From the criteria list select one of the following values Is equal to If you select Is equal to you can filter the selected field based on only one element You can base the filter on a field from the tables that you include on the report including fields that you did not select on the report e Is greater than e Isless than Not equal to Between In If you select In you can filter the selected field based on multiple elements You can base the filter on a field from the tables that you include on the report including fields that you did not select on the report NN44400 710 Contact Center Performance Management 12 November 2010 145 Report Creation Wizard Starts with e Contains Ends with The field data type determines the values available in the criteria list Click the ellipsis From the Select Elements dialog box select a field value If you select In from the criteria list you can select multiple elements To select all elements select the Select All check box Click Choose The Select Elements dialog box closes and the selected fi

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