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Cisco Systems ICM Software Version 4.5 User's Manual

1. This report was updated at 12 8 97 11 07 42 AM M Automatic Update Enabled every 20 seconds Figure 13 Web View Report The URL for the Web View internal web site address depends on the name of the Distributor AW machine where the server component is installed See your network administrator for more information WebView currently supports Microsoft Internet Explorer version 4 0 or Netscape Navigator versions 3 0 or higher The Web View on line help provides instructions on generating web based reports For details on using and installing Web View refer to the GEOTEL Web View Administrator Guide N gt Q 5 nm i a 5 48 The Admin Workstation 3 Creating a Report The Monitor ICR reporting tool allows you to report on call and agent activity throughout the call center enterprise You can use real time data historical data or a combination of the two in a single report You can also display multiple reports on the screen save reports and print reports This chapter provides a tutorial that guides you through the process of generating a report In this tutorial you will learn how to Start Monitor ICR Set up the Template Launcher Set thresholds in reports Add drill downs to reports Save report definitions Display reports automatically at startup See also If you need details on th
2. LU Addl TLE ee PERRE TOTTI 3 Click inside the title box and enter a title for the report for example Call Analysis for Bellevue Denver and Omaha MidTier Services Resize the Title window if necessary 4 When you are satisfied with the appearance of the report choose Edit Shuffle Mode from the Monitor ICR menu to deselect Shuffle Mode When you deselect Shuffle Mode the window borders and title bars of the individual report components are hidden a O S D D gt JJ D O O i 58 Creating a Report Your report should appear similar to the following example FA Monitor ICR tut1 cmb Controller Time Ea 1999 01 21 14 39 44 C Peripheral Service Queue Delay Status Call Analysis for Bellevue Denver and Omaha MidTier Services Bellevue MidTier Denver MidTier From 26 Apr1997 08 00 AM To 28 Apr1997 11 59 PM o MidTier Calls Analysis of Periphera From Avg Delay Expected D Longest Cal Peripheral Service Date Time B ellevue MidTier 26 Apr 97 00 30 01 00 01 30 02 00 02 30 03 00 03 30 04 00 04 30 05 00 05 30 06 00 06 30 07 00 84 27 Seconds li E l iS a Ig m a is JILL TID TI THN 3 4 1 What the Report Shows The report you created contains a real time bar graph that shows the average delay
3. 109 5 1 2 Saving Threshold SettingS ccccccssssscceecsssseeeesseesseeeenees 110 5 2 Using Drill DOWNS IN REPOPts cccccsssseeeesseesseeessenseeeeseeeeneeesseoeees 110 521 DAE DOWM Hierarchy civics dius sina waved asitaran ine 110 5 22 Adamo Drill DOWMAS vranice rte erected Dedede 111 5 2 3 Saving Drill Down ASSIQNMENTS 0cccceeeeeseeeeeeeeeeeeeeeeeeees 113 5 2 4 INVOKING Drill DOownsS wicciavicscdeuticciiwlcvsatadeladavicenwa siden tedetetaucs 113 5 2 5 Saving Drill Downs as Separate Reports ccceseeeeeee 115 Scheduling Reports iccssssrctsaccteces deccsverseancecsspocceridecnnveetazedet 117 GTHICR JOD SCHEGUICH siini aE E aaa neon sane 118 6 1 1 Job Scheduler Printing Requirement cccccceseeeeeeeeees 118 6 1 2 Scheduling Reports to Print cccccssesseceeesseeeeeeeeseaeeeeees 119 6 1 3 Changing Scheduled JODS cccceccceecsseeeeeeeeeeeeseeeeeesaeeeeeees 122 6 1 4 Deleting Scheduled JODS cccccescceeceeeeeeeeeceeeeseeeeeseaeeeeees 123 6 1 5 Inspecting the Job Scheduler Log ccccccsseseeeeeeseeeeeeeeeees 123 6 1 6 Closing the ICR Job Scheduler ccccceeeeeseeeeeeeeeeeeeeeeeeees 124 Available Data socccrcacetecseeee tare ceestecs cece tacesaicsassacssnecsseeeeseecsssast 125 TASKI GROUP Dalal iiaa na tenses csecencanswosnes censeess 126 lilts Skil Group Agent Data wicca cient a 126 Fls Percent LINZ allOn se
4. Summary 2 4 Template Reference routes0O5 calls_offered_half_pie Description This template generates a real time pie chart that shows the distribution of calls offered to selected routes for the current half hour interval The calls offered value for example 4 07 is a percentage of the total calls offered to the routes listed in the chart legend Database Table Route_Real_ Time Data Calls offered The percentage of the total of incoming and internal calls sent to the route for the current half hour interval Calls are counted as offered as soon as they are sent to the route Example Boston HelpDesk Boston Into Boston MassMarkets Boston MidTier Boston NatlAcctServ Real Time and Historical Templates 2 5 routes06_serv_level_monitor_graph Description This template generates a real time bar graph that shows service levels for the selected routes since the end of the last five minute interval for the current half hour interval and since midnight Database Table Route _Real_ Time Data Service level The percentage of incoming calls to the route during the interval that were answered within a specified threshold Example Route Service Levels Boston MidTier l Boston MassMarkets l Boston Info l Boston HelpDesk E S ooo 0 100 Last 5 mins Current 30 mins For the Day go D 3 O t D JJ D jn D D gt O 2 6 Template Reference routesO 7
5. Hold calls internal percent The percentage of hold time associated with internal calls the agent placed on hold This value is measured against the total time the agent was logged on during the interval Assistance calls total The total number of calls for which the agent received supervisor assistance during the interval The value is incremented when the supervisor assistance call completes Assistance calls average The average time in seconds that the agent received assistance for all supervisor assisted calls during the interval 132 Available Data Assistance calls percent The percentage of time that the agent spent during the interval on supervisor assisted calls This value is measured against the total time the agent was logged on during the interval Conference calls in The number of incoming calls on which the agent was in conference Incoming calls include ACD and non ACD calls The value is incremented with the agent drops off the call and the call becomes a simple two party call Conference calls average The average time in seconds that the agent spent in conference with calls during the interval This value includes hold time associated with the conference calls Conference calls percent The percentage of time that the agent spent during the interval on conference calls The percentage includes hold time associated with the conference calls This value is measured against the total time the agent was logge
6. The Category and Scope selections you make specify the general subject of the report gt Choose a Business Entity If your ICR system has more than one business entity choose one from this list Otherwise accept the default selection The business entity specifies which subset of the ICR enterprise you will be reporting on For example a business entity may represent a division within a large corporation or a single customer within a service bureau a O S D D gt JJ D O i gt Choose the Date and Time options 1 Click on the Date and Time tab and choose Absolute Dates the default Dates and times have no effect on the real time portion of the report but you need them for the historical report component 54 Creating a Report 2A In the From field click on the down arrow A calendar appears 2 Su Mo Tu we Th Fr Sa gi Double click on a day three or more days ago A date is entered in the From field For this tutorial do not change the To field The default setting will provide data up to the present day Enter 8 00 in the From time field by highlighting the first two digits and incrementing the time using the up arrow Leave the To time set to the default 11 59 PM This provides data up to the current time Click on the Show a date and time label option to indicate that you want to show the dates and times as a separate component in the report Your dates
7. Also provided as a percentage of the total calls offered to the route during the half hour interval Example Calls Analysis of Routes By Half Hour From 02701797 09 00 To 02701797 15 00 _ Route Date Time Bellevue Service 02 01 97 09 00 02 01 97 09 30 02 01 97 10 00 02 01 97 10 30 Service Level AHT Dela COP co co cop co sl 02 01 97 11 00 02 01 97 11 30 02 01 97 12 00 02 01 97 12 30 02 01 97 13 00 02 01 97 13 30 02 01 97 14 00 02 01 97 14 30 Route Summary i J d aE dls S elslelslslslslelelelesls gt SPS Sy Spsp sys sysfs sys NI SUSI SI IVINS IIS i JTE i LL a SUE d go D 3 O t D JJ D jn D D gt O 282 Template Reference rtecli11_status_by_five_minutes Description This template generates a historical grid that shows data on routing client requests and responses during the current five minute interval Database Table Routing _Client_Five_Minute Data Responses The number of route responses to the routing client during the five minute interval Mean responses The mean time in milliseconds for the route responses to the routing client during the five minute interval Rcv in error The number or routing requests from the routing client that produced errors during the five minute interval Timeout calls The number of route responses to the routing client that timed
8. Application Gateway You can report on several types of data related to the Application Gateways set up in the system The Application Gateway allows the ICR to query host systems that are running other call center applications The ICR can then base routing decisions on the results obtained from the query For Application Gateways you can report on data such as the number of query requests issued to a host system and the delay involved in making queries Call Type You can report on statistics for the call types defined in the ICR system A call type is a category of incoming calls Calls are categorized based on dialed number DN caller entered digits CED and calling line ID CLID In reports you might want to display data such as the number of calls of a certain call type that used default routing during a specified interval Peripheral You can use the Peripheral category to report on switch specific hardware and software status and some types of call and agent information Route For routes you can report on data such as the number of calls in progress calls in queue or calls handled A route is value that is returned by a routing script This value maps to a service and a specific target at a peripheral for example a service skill group agent or translation route A D oD O mD us se O d2 78 Reporting Basics Routing Client You can report on statistics for the different
9. Service_ Half Hour Data Calls offered The total number of incoming calls and internal calls sent to the peripheral service for the day Calls are counted as offered as soon as they are sent to the peripheral service Example EA Untitled Peripheral Service Calls Offered go D 3 O t D JJ D jn D D gt O Bellevue MidTier Bellevue NatlAcct Bellevue NewMark 264 Template Reference persvc14 calls _handled_daywise_graph Description This template generates a historical overlapped bar graph that shows the number of calls handled per day for the selected peripheral services Database Table Service_ Half Hour Data Calls handled The total number of calls handled to completion for all agents in the peripheral service for the day Example FA Untitled Peripheral Service Calls Handled Bellevue Ser Boston Help Boston Info Boston Mas Real Time and Historical Templates 265 persvc15 calls_abandoned_daywise_graph Description This template generates a historical overlapped bar graph that shows the number of calls abandoned per day for the selected peripheral services Database Table Service_ Half Hour Data Calls abandoned The number of calls for the day in which callers hung up before being connected with an agent Example Peripheral Service Calls Abandoned go D 3 O t D JJ D jn D D gt O Boston Proa Boston Quic Boston Regi Boston
10. persvc08_ gate_realtime_status grid Description This template generates a grid report that provides real time half hour and daily status information for gates A gate is the Rockwell Galaxy term for a service Database Table Service _Real_Time Data Calls Offered Real Time Half Hour Today Nco The number of incoming calls or internal calls that are sent to a specific gate In real time data a call is counted as offered as soon as it is sent to the gate Calls in Queue Que The number of calls to the gate that are in queue now Calls Held Hld The number of calls to the gate that are currently queued for longer than the service level threshold Primary Position Manned Ppm The number of agents for the gate who are logged on to their primary assignment gate also referred to as the agent s primary position Available Agents Aav The number of agents for the gate who are ready to accept calls and are not currently involved in call work Incoming Calls In The number of agents who are talking on incoming calls Outgoing Calls Out The number of agents who are talking on outgoing calls After Call Work Cw The number of agents who are involved in after call work After call work includes post call activities such as completing paperwork or consulting with associates Agents performing after call work are either in the Work Ready or Work Not Ready state Other Time Othr The sum of the time th
11. t Untitled Agent Detail Report By Events 1999 02 03 1999 02 02 00 00 00 Lo f1999 02 02 23 59 00 Page 3 of 7 a 02 03 09 00 12 td Boston a 1999 02 03 09 03 02 166 Boston TechExperts WORK_READY 9786923691 1999 02 03 09 10 05 162 a 9784525034 1999 02 03 09 22 08 105 Boston TechExperts JTALKING 6172408921 1999 02 03 09 32 10 1 Pee WORK_READY IN 5084533921 Summary ail 230 Template Reference periph0O1_peripheral_status_report Description This template generates a real time grid that shows switch status call and agent status and service levels You can use this template with any peripheral supported by the ICR Database Table Peripheral_Real_Time Data Status The current failure state of the peripheral 0 normal operation 1 31 failures that do not affect functionality 32 63 degraded operation call routing still possible 64 127 failures that prevent call routing Online The current on line state of the peripheral as determined by the Central Controller O off line 1 on line Calls in progress The total number of calls to the peripheral that are currently in queue or being handled at the peripheral now Agents logged on The number of agents who are logged on at the end of the five minute interval Logged On 1s a state in which agents are known to the system but may or may not be ready to receive calls Logged On is also referred to as Signed On Mode The current mode of the
12. 100 0 1 00 0 Calls Analysis of Enterprise Services By Day From 08 Jan 97 00 00 To 09 Jan 97 23 59 _ Calls Sorice L eas Enterprise Service Date Level ASA Delay PremiumSales 08 Jan 97 100 0 i 56986 56983 100 Premiums ales 09 Jan 97 100 0 i 25463 25466 100 Service Summary f 00 00 82449 82449 N gt Q 5 Q mi A 5 Figure 12 Sample Report 2 4 2 Analyzing the Data As you analyze the historical data a trend becomes obvious between 3 00 and 5 00 P M each day the number of calls offered to the PremiumSales enterprise service increases dramatically Since agents become increasingly busy during this time calls are being held longer than necessary which consequently causes the service level to drop 46 The Admin Workstation 2 4 3 Correcting the Situation To correct the situation you consider two options 2 4 4 First you find out if there is an excess of qualified agents in other skill groups in the call center enterprise Are these agents available to handle PremiumSales calls between 3 00 and 5 00 P M If they are you can add these skill groups to the search list of the ICR call routing script currently in effect for the PremiumSales enterprise service The routing script will activate the backup skill groups as necessary to ensure that service l
13. D gt O Bellevue HelpDesk Bellevue Info Bellevue MassMark 268 Template Reference persvc18 gate_half_hourly_status_ grid Description This template generates a grid report that provides half hour status information for an peripheral service In this report a peripheral service is considered to be a gate A gate is the Rockwell Galaxy term for a Service Database Table Service_ Half Hour Skill_Group_Half_Hour Data Calls Offered Half Hour for All Calls NCO The number of incoming calls or internal calls sent to a specific service collection of gates A call is counted as offered as soon as it is sent to a gate Cumulative Service Level Half Hour for All Calls CSL The percentage of incoming calls to the service during the interval that were answered within a specified threshold ICR Routed Calls Half Hour for All Calls ICR The number or percentage of calls that were routed by the GEOTEL Intelligent CallRouter The ICR tracks the number of CR routed calls in the CallsRoutedHalf fields of the central and local databases Calls Handled Half Hour NCH The total number of calls handled to completion by a service s agents Also shown as a percentage Average Speed of Answer ASA The average time that all calls offered to the service waited before being answered during the half hour interval Average Talk Time ATT The average talk time for calls handled by the service durin
14. The value is incremented with the agent drops off the call and the call becomes a simple two party call Conference calls average The average time in seconds that the agent spent in conference with calls during the interval This value includes hold time associated with the conference calls Conference calls percent The percentage of time that the agent spent during the interval on conference calls The percentage includes hold time associated with the conference calls This value is measured against the total time the agent was logged on during the interval i Ca 3 O pe 14 JJ O h D MO gt 14 Conference calls out The number conference calls the agent initiated Initiated calls include ACD and non ACD calls The value is incremented with the agent drops off the call and the call becomes a simple two party call 178 Template Reference Conference calls out average The average time in seconds that the agent spent in conference on agent initiated calls during the interval This value includes hold time associated with the conference calls Conference calls out percent The percentage of time that the agent spent during the half hour interval on agent initiated conference calls This percentage includes hold time associated with the conference calls This value is measured against the total time the agent was logged on during the interval Example Untitled Agent Call Detail Performance
15. When a peripheral service is first configured a service level threshold is specified in seconds The service level threshold is the number of seconds set as the maximum time a caller should wait before being connected with an agent Calls answered within the service level threshold are considered to have met the service level while calls not answered within the service level threshold are considered not to have met the service level The service level is expressed as a percentage of calls that have met the service level threshold requirement For example if you set a service level threshold of 30 seconds you want all calls to be answered within 30 seconds Every call answered within 30 seconds improves the service level Every call that is not answered within 30 seconds reduces the service level Service Data 143 As a simple example if you had 50 calls that were answered in under 30 seconds and 80 calls that took longer than 30 seconds to answer the ICR would calculate the service level as follows 50 50 80 x 100 Service Level In this example the service level would be 38 percent ICR Service Level The ICR tracks service level events to determine which calls to consider when making its service level calculation A service level event occurs when m A call is answered within the service level threshold A call is abandoned within the service level threshold A call reaches the service level threshold without being
16. 164 agtper03_logout_status_by_peripheral 165 agtper04_daily_agent_activity 166 agtper05_agent_daily_perf 168 agtskg01_agent_status_by_position 171 agtskg02_agent_status_by_skillgroup 172 agtskg03_logout_status_by_skillgroup 173 agtskg04_daily_agent_activity 174 agtskg05_agent_daily_perf 176 Alcatel 4400 32 terminology 34 Alerts threshold 108 All trunks busy Galaxy software status report 231 network trunk group 219 trunk group 284 286 287 Answered calls enterprise service 199 peripheral service 251 route 273 apgate1l1_status_by_half_hour 179 Application Aspect CallCenter 33 Application gateway 30 templates 155 156 157 158 160 163 164 165 166 168 171 172 173 174 176 179 221 222 223 224 225 221 Aspect CallCenter 32 limitations 35 terminology 33 Association file 97 AT command DOS 120 Attribute field in Threshold Editor 108 Automatic Call Distributor ACD and call center enterprise 24 limitations 35 types supported 32 33 34 Available state count of agents in enterprise service 204 enterprise skill group 182 183 peripheral service 256 peripheral skill group 233 234 percent of agents in enterprise skill group 184 185 187 peripheral skill group 235 236 238 percent of time in enterprise skill group 195 peripheral skill group 246 time spent in 136 Average delay in queue enterprise service 196 202 208 209 peripheral service 248 254 259 2
17. After Call Work CW The number of agents who were involved in after call work during the interval After call work includes post call activities such as completing paperwork or consulting with associates Agents performing after call work are either in the Work Ready or Work Not Ready state Other Time OTH The sum of the time that agents spent in the Not Ready and Busy Other states for the interval Example Half Hourly Enterprise Gate Analysis COVERING 1 97 06 00 Produced 17 Jan 97 HelpDesk go D 3 O t D JJ D jn D D mD O ALL CALLS HANDLED ABANDONED NCO CSL ICR NCH ASA ATT AWT AHT HCA ASB PPM OCC AVI TLK CW OTH o o 1 1 97 6 0 973 100 100 971 100 1 1 97 6 3 969 100 100 971 100 1 1 97 7 0 973 100 100 972 100 1797 7 3 970 100 100 972 100 1 1 97 8 0 973 100 100 971 100 1 1 97 8 3 970 100 100 973 100 1 1 97 9 0 973 100 100 971 100 1 1 97 9 3 970 100 100 971 100 1 1 97 10 973 100 100 971 100 1 1 97 10 969 100 100 971 100 TOTAL 9713 100 100 9714 100 303 334 303 334 304 334 162 162 162 162 162 162 162 162 162 162 162 303 334 304 334 303 334 304 334 304 334 304 334 303 303 334 e eseoscoooeoces e eescooooesces e eeceoooeocss m e kk c c oa o oa ca oo o oa aoa se eevevevevsevevses 218 Template Reference nettrkO1_ status grid Description This template generates a real time grid that shows the status of trunks in select
18. Calls Handled Half Hour and Today Nch The total number of calls handled to completion by an enterprise service s agents Calls Abandoned Half Hour and Today Neca The number of calls in which the caller hung up before being connected with an agent Abandoned Half Hour and Today Abn The percentage of calls in which the caller hung up before being connected with an agent Cumulative Service Level Half Hour and Today Csl The percentage of incoming calls to the enterprise service during the interval that were answered within a specified threshold ICR Routed Calls Half Hour and Today ICR The number or percentage of calls that were routed by the GEOTEL Intelligent CallRouter The ICR tracks the number of ICR routed calls in the CallsRoutedHalf fields of the central and local databases Example 5 Min Curren t Half Since Midnigh a ght Asa Nco Nch Neca ZAbn Csi ZICR Nco Nch Nea ZAban Csi ZICR 0 126 126 0 0 100 0 BOSTON_Spanish 0 0 563 563 0 0 100 O 0 467 467 0 0 100 0 go D 3 O D t D JJ D jn D D mD O 206 Template Reference entsvc0O9 svc_array_now_to5 grid Description This template generates a grid that provides call counts queue status and service level data in real time and for the last five minutes for selected service arrays A summary row totals the values in each column for all the service arrays listed Database Table Service _Real_ Time
19. Data Calls talking The number of calls on which resources for the service array are currently talking Calls in queue The number of calls to the service array that are in queue at each peripheral now Average delay in queue The average delay for calls currently in queue for the service array Longest call in queue The time that the longest call in queue for the service array has spent in the queue Calls offered The total number of incoming calls and internal calls sent to the service array since the end of the last five minute interval Calls are counted as offered as soon as they are sent to the service array Calls handled The number of calls answered and finished for the service array since the end of the last five minute interval Calls abandoned The number of calls in which the caller hung up before being connected Measured since the end of the last five minute interval Average speed of answer ASA The average time that all calls offered to the service array waited before being answered Measured since the end of the last five minute interval Average handle time AHT The average handle time for calls handled by resources in the service array since the end of the last five minute interval Handle time includes time that resources spend in the Talking In Work Ready and Work Not Ready states Average talk time The average time resources for the service array spent talking on calls handled by the service arra
20. See Calling Line ID Clipboard A Windows NT system resource that holds text and graphics that have been cut or copied from within an application You can paste the contents of the Clipboard into an application CMS Call Management System A reporting package used on ACDs and PBXs made by Lucent CO See Central Office Comment An element within a script that documents the script or some part of it Comments are not executable Configuration data The description of your enterprise call center system This includes for example the peripherals agents skill groups services call types and regions that you use The ICR must have complete and up to date configuration data in order to route calls properly Configuration registry A repository of configuration data maintained by the Windows NT operating system All applications on a computer can access the registry to store and retrieve configuration information You can use the Windows NT Registry Editor regedt32 exe to view or modify data in the registry Glossary 295 Connection The link between two nodes in a script or between a node and a routing target set Connections show the flow of control between objects in the script Within the Script Editor a connection is represented as a line segment Control menu A standard menu that allows you to manipulate a window or dialog box You can invoke the control menu by clicking on the control menu box located to the left o
21. See also Network trunk group Glossary 317 Variable A named object that can hold a value Virtual call center An approach to enterprise wide call center management that treats several geographically dispersed call centers as if they were a single call center The virtual call center expands skills based routing from the ACD to the network level See also Skills based routing Voice Response Unit VRU A telecommunications computer also called an Interactive Voice Response unit IVR that responds to caller entered touch tone digits The VRU responds to caller entered digits in much the same way that a conventional computer responds to keystrokes or a click of the mouse The VRU uses a digitized voice to read menu selections to the caller The caller then enters the touch tone digits that correspond to the desired menu selection The caller entered digits can invoke options as varied as looking up account balances moving the call within or to another ACD or playing a pre recorded announcement for the caller WAN See Wide Area Network WATS See Wide Area Telecommunications Service Web View See GEOTEL Web View Wide Area Network WAN The connection of several computers across a wide area normally using telephone lines Wide Area Telecommunications Service WATS A special service provided by an interexchange carrier that allows a customer to use a specific trunk to make calls to specific geographic zones or to receive ca
22. gt Open or click the Open Open button The Select Report Definition dialog box appears Select Report Definition 25x ae stom cmb Saree Cancel List files of type Drives Report Definition cmb c BROOK Network Only report definition files appear in the Select Report Definition dialog box You do not see the templates although they are also stored in these directories To open templates use the ICR Custom Screen Builder 2 Inthe Folders or Directories list double click the directory where you saved the report By default reports are saved in subdirectories under icr aw custom The specific subdirectory depends on the data that is included in the report See Table 7 earlier in this chapter for a list of the custom subdirectories and their contents 3 Choose the file name for example MYREPORT CMB from the list on the left side of the dialog box 4 Click OK The report appears in the Monitor ICR window 4 9 File Association The most common way to open report definition files is to click the Open button from within Monitor ICR and then choose a report file from the Select Report Definition dialog box However you might want to quickly open a specific report without having to start Monitor ICR and go through the menu selections It might be easier to simply double click on a report definition file name from within NT Explorer to start Monitor ICR and open the report especially when Moni
23. to indicate that the record is logically deleted The ICR tools treat the record as though it were deleted After an object is logically deleted you can choose to physically delete it destroy permanently Logical interface controller An entity that represents a single simplexed or a pair of duplexed physical interface controllers A physical interface controller is either a Network Interface Controller NIC or a Peripheral Gateway PG Longest Available Agent LAA The agent that has been continuously in the Available state for the longest time The ICR can examine services or skill groups from different peripherals and route a call to the service or group with the longest available agent This feature is not supported on Rockwell ACDs Message Delivery Service MDS The facilities used by ICR nodes to communicate with each other The MDS plays a key role in keeping duplexed components synchronized Mirroring An arrangement by which changes to one storage device are automatically written to a similar device For example you can set up a disk as a mirror of another disk so that all writes to one disk are also automatically written to the other This allows for recovery from media failure Mirrored disks are an alternative to a RAID configuration Monitor ICR A tool that allows you to monitor real time and historical activity within your enterprise Monitor ICR allows you to build reports from templates or view reports y
24. 00 06 30 0 m 000 0 0 i00 0 ARAARA RARA RARA RANAN fa am Day Summar TE deele a Zaletel d a altlele lelea dak 446 4 Skill Group Summar go D 3 O t D JJ D jn D D gt O 242 Template Reference perskg07_daily_aht_grid Description This template generates a historical grid that displays call counts and handle time data on a per day basis for selected peripheral skill groups This template also includes a summary row that totals or averages the data for all skill groups listed Database Table Skill_Group_Half_Hour Data Calls handled The total number of calls handled to completion for all agents in the peripheral skill group Agent calls out The total number of outbound calls made by agents in the peripheral skill group Average handle time The average handle time for calls handled by agents in the peripheral skill group Handle time includes time that agents spend in the Talking In Work Ready and Work Not Ready States Average talk time The average talk time for calls to the peripheral skill group Talk time includes time spent in the Talking In Talking Out and Talking Other states Average wrap up time The average time that agents in the peripheral skill group spent in after call work Agents performing after call work are in either the Work Ready or Work Not Ready state Real Time and Historical Templates 243 Full tim
25. 02 02 15 24 01 Simulator_PG_1 Robert_H 9305 fi 999 02 02 18 08 16 29467 Summary 166 Template Reference agtper04_daily_agent_activity Description This template generates a historical grid report that details the call handling activity of agents for a peripheral over a specified time period To arrive at daily values the ICR sums the Agent_Skill_Group_Half_Hour rows for each day Database Table Agent_Skill_ Group_Half_Hour Data Peripheral The name of the peripheral to which these agents were associated and logged on Agent name The first and last name of the agent Duration The total time in seconds that agent was logged on during the interval Incoming calls total The total number of inbound ACD calls handled by the agent during the interval This value is incremented when the after call work associated with the call is completed Incoming calls avg length The average length in seconds for incoming calls handled by the agent during the interval Incoming calls percent The percentage of all calls handled by the agent for the period that were incoming calls Outgoing calls total The total number of completed outbound ACD calls made by the agent during the interval The value is incremented when the after call work associated with the call is completed Outgoing calls average length The average length in seconds for outgoing calls made by the agent for the interval Outgoing calls percent The per
26. 39 44 FE The Monitor ICR toolbar provides buttons that allow you to quickly activate the most common functions for example New Open and Save The Monitor ICR buttons are described in more detail in the on line help and in Chapter 4 Reporting Basics Controller Time The Controller Time window appears whenever the Monitor ICR window is displayed This window shows the current date and time at the Intelligent CallRouter central controller The central controller is the computer that is routing calls and logging management data to the ICR databases The main central controller processes are the CallRouter and the Logger Database Server Setting Up the Template Launcher 53 3 3 Setting Up the Template Launcher To generate the report open the Template Launcher window gt To open the Template Launcher In the Monitor ICR window click the New button The Template Launcher window appears Category and Scope Tab Date and Time Tab t s s s a s s 9 s s Items Tab Templates Tab The Template Launcher allows you to choose reporting options from several tabs gt Choose the Category and Scope options 1 Select Service as the data Category By default Service is already selected 2 Select Peripheral as the Scope in this tutorial you are reporting on peripheral services rather than enterprise services Peripheral services are services that are tied to specific ACDs or VRUs
27. Also provided as a percentage of the total calls offered to the route during the half hour interval Example TA Untitled Calls Analysis of Routes By Day From 02 01 97 00 00 To 04 01 97 23 59 Sav Calls ervice Route Date Level ASA AHT Dela Offer Handle Bellevue MassMarkets 02 01 97 100 0 309 309 100 03 01 97 0 9652 100 04 01 97 0 966 100 Route Summary 00 00 2241 Bellevue MidTier 02 01 79 24 4 700 100 03 0179 2172 100 0470179 0 0 21764 100 Route Summary 7 17 5048 Bellevue NatlcctServ 02 01 97 99 4 4520 100 03 01 97 1400 100 04 01 97 Route Summary 99 92 Belevue NewMarkets 02 01 97 0 1401 100 03 01 97 0 3254 242 100 04 01 97 0 Route Summary 00 00 J JUS TUT EI TE nN ofofo teed Read eas aa Jud ede Ua TO ANA 2241 ad abla ae a 2177 2177 505 pd Eed Es olco lls ofofo ead Read E ofofo Pad Ea E 0 1401 325 a 750 100 752 100 1745 _ J in id J nf oy e Ofan MISON SfM 5 Nial e lol ELS le eloa ofofo Pad ead E ASA a m 0 a Ca l 1 T 0 a ddl al lata al ECE E SjS 5 5 ofjojo SSIS A 1745 N go D 3 O t D JJ D jn D D gt O 280 Template Reference routes12_ calls analysis _half_hour Description This template generates a historical grid that provides half hour call counts time in seconds
28. CMB files with Monitor ICR You can now open reports by double clicking on CMB file names 4 10 Saving Your Workspace ta Open Note gt gt To maintain continuity between Monitor ICR sessions you might choose to save your workspace automatically when you exit This means that the state of your workspace at the end of the session will be restored when you next start Monitor ICR You can also set up Monitor ICR to always give you the same initial workspace For example you might want to see a certain Calls Offered pie chart each time you start Monitor ICR To do this you set up your workspace once and save it manually Monitor ICR displays the same initial workspace until you change it again Only reports that have been saved can be displayed at startup To automatically save your workspace when you exit Choose Option Save Settings on Exit from the main menu To manually save your workspace 1 Set up your workspace For example you might open one or more reports and arrange them on the screen 2 When you are satisfied with the appearance of the screen choose Options Save Settings Now This saves the current workspace settings Modifying Report Definitions 99 Note Before you exit from Monitor ICR make sure that Options Save Settings on Exit is deselected Otherwise the settings you have saved will be overwritten by the settings in place when you exit To test the settings choose File Exit to end the
29. Day Specifies the day or days of the week on which the job will run This field can also contain a number which represents a day of the month Time Indicates the time in A M or P M at which the job will run All times are based on the Admin Workstation clock Command Provides the name of the command that will be executed PrintRpt Prints a specified Monitor ICR report Other commands might also appear in the Job Scheduler such as jobs that were scheduled through the DOS Command Prompt by using the AT command Parameters Shows the parameters to be passed to the command The parameters for a PrintRpt command are the directory and the report name Status Indicates whether the job encountered problems while executing Possible values are OK and Error Typically you will not see Error in this field for the PrintRpt command unless the printrpt exe command was not found The printrpt exe command is in the Admin Workstation s bin directory Other problems such as invalid report names or invalid time and date specifications are recorded in the ICRPRINT LOG file Log Indicates whether information about the job is written to a log file You can open the ICRPRINT LOG file within the ICR Job Scheduler to see how jobs executed In the event that a report fails to print entries in the ICRPRINT LOG file will point to the cause of the failure ICR Job Scheduler 121 gt Toset up the print job details 1 Inthe IC
30. In the ICR Job Scheduler window select a job from the list of scheduled jobs 2 Click the Delete button A dialog box appears to check if you are sure you want to delete the job 3 Click OK to delete the job The scheduled job is removed from the list 4 Optional If you unintentionally delete a job click Reset The ICR Job Scheduler settings will return to their original state Inspecting the Job Scheduler Log The ICR Job Scheduler allows you to view log files for the different types of jobs that are scheduled The log files contain information on how a job executed which database connections were made and whether a print job has finished printing You can use this data as a diagnostic tool in case you have a problem printing a report OD WD i D Q lt Q JJ o O eo ms p 124 Scheduling Reports gt To inspect a log file 1 Inthe ICR Job Scheduler window click the Inspect Log button A Select Log dialog box appears Open Log File E logfiles icrprint log purgecmd log purgeold log 2 Select the ICRPRINT LOG file from the list of log files and click on OK A standard Windows NT Notepad window appears to display the log file The following example shows a sample ICRPRINT LOG file The latest print job to be executed is logged at the bottom of the window icrprint log Notepad Unable to connect local database Read the local database parameter
31. Lucent DEFINITY ECS 32 terminology 33 M Management data 23 Master Help 74 Master script 180 Maximize button 56 Microsoft Excel 41 Internet Explorer 47 Visual Basic 41 Modifying a report 99 324 Index Monitor ICR main window 71 overview 41 Multiplan data format SLK 102 Multiple component reports 88 example 89 printing 96 print jobs scheduling 122 N NEC NEAX 2400 terminology 34 Netscape Navigator 47 nettrkO1_status_grid 218 nettrk02_grid_last_half_hour 219 nettrk12_grid_half_hour 220 Network ICR 23 Network trunk group 28 templates 219 220 Network trunk groups templates 218 New button 72 NICR 23 Nortel DMS 100 SL 100 32 Nortel Meridian 32 Northern Telecom Meridian 32 limitations 35 terminology 33 Not ready state time spent in 136 0O Offered calls enterprise service 198 199 200 202 204 208 209 211 214 215 216 250 256 258 peripheral service 251 252 254 259 261 263 266 267 268 route 272 273 274 276 278 280 service array 206 On line help invoking 73 Open button 72 96 Open Database Connectivity ODBC 41 Open databases 41 Opening reports 96 Out calls enterprise skill group 189 191 peripheral skill group 240 242 P Pause button 72 93 PBX See Private Branch Exchange peragt01_agent_status_by_position 221 peragt02_agent_status_by_skillgroup 222 peragt03_logout_status_by_agent 223 pe
32. One Admin Workstation at each site maintains a connection directly with the Intelligent CallRouter central controller The ICR central controller contains the call routing logic for the system It also acts as historical and real time data server for the system The connection between the ICR central controller and an AW is referred to as the real time feed The real time feed connection is used to send real time monitoring data to a Distributor AW The Distributor Admin Workstation receives the real time data and acts as a data distributor to all other AWs at the site Admin Workstations that do not serve as data distributors are called Client Admin Workstations 40 The Admin Workstation 2 2 1 2 2 2 2 2 3 See also Each Distributor AW has its own local database that contains a copy of data from the central database The ICR s Update AW background process automatically keeps the local database synchronized with the central database Real Time and Historical Data The ICR collects real time and historical data from each call center to determine where to route each call The real time data provides current information about specific skill groups services trunk groups routes and scripts Real time data are stored in the Distributor AW s local database where it is constantly overwritten by new data The historical data are stored in the ICR central database in summary five minute and half hour intervals The ICR also saves
33. Out The number of outbound calls in progress on the network trunk group during the current half hour interval In Service Time The aggregate time that trunks in the network trunk group have been in service during the current half hour interval Calls In Now The number of inbound calls in progress on the network trunk group in real time Calls Out Now The number of outbound calls in progress on the network trunk group in real time go D 3 O D t D JJ D jn D D mD O Example __Network Trunk Group Performance Report _ Current Half Hour Network Trunk Group All Trunks Busy Calls Abandoned __Callsin_ Calls Out _In Service Time CallsInNow ___Calls OutNow G3EAS_PG_1 1G4 0 0 0 273105 0 G3EAS_PG_1 1G5 0 0 0 G3E4S_PG_1 TG50 0 0 0 G3Sim4cd MonT rkGrp6 0 0 0 0 0 0 273105 0 0 273105 0 0 277950 0 0 0 0 220 Template Reference netirk12_grid_half_hour Description This template generates a historical grid that shows half hour data on the status of trunks in selected network trunk groups Database Table Network_Trunk_Group_Half_Hour Data All Trunks Busy The total time that all trunks in the network trunk group were busy for the half hour interval Calls Abandoned The number of calls to trunks in the network trunk group that were abandoned during a half hour interval An abandoned call is a call in which the caller hangs up before the call is answered Calls In
34. Ready state that is logged on and either available to handle a call currently talking on a call or involved in after call work and presumed to be available when done Not ready The number of agents who are in the Not Ready state that is logged on not involved in any call handling activity but not ready to accept calls Available The number of agents who are in the Available state that is not occupied with any call activity and ready to accept calls Talking in The number of agents who are talking on inbound calls Talking out The number of agents who are talking on outbound calls Talking other The number of agents who are talking on internal calls neither inbound nor outbound Work ready The number of agents who are in the Work Ready state that is agents who are performing after call work but are presumed to be ready to accept calls when done Busy other The number of agents who are busy working in other skill groups that is in skill groups other than the one presently being examined For example an agent might be talking on an inbound call in one skill group while simultaneously logged on to and ready to accept calls from other skill groups The agent can be active talking on or handling calls in only one skill group at a time Therefore while active in one skill group the agent is considered by the other skill groups to be in the Busy Other state Work not ready The number of agents who are in the
35. Report By Skill Group 1999 02 04 From 1999 02 03 00 00 0 o 1999 02 03 23 53 01 Skill Group Simulator_PG_1 TechE xpert Page 31 of 32 Baine COTY e e a Te u SS A DT A YA CO SO A i 0 0 0 0 0 0 0 0 Lawrence Mena I Patrick o i 0 i 0 0 0 0 0 0 0 0 0 0 0 i 0 0 PERRRRRRRi alatele alalalelat dddddddll E RRRARRRAR ololololololololog slolololololotolol Real Time and Historical Templates 179 apgate11_status_by_half_hour Description This template generates a historical tabular report that shows the number of requests made through an application gateway to a host system for particular half hour intervals Data is also provided on rejected requests maximum and average request delays and any errors involved with application gateway requests to host systems Database Table Application_Gateway_Half_Hour Data Requests The number of query requests the CallRouter has sent to the host system during the half hour interval Rejects The number of query requests that were rejected by the host system during the half hour interval Max Delay The longest response time in milliseconds for any request to the host system during the half hour interval Avg Delay The average response time in milliseconds for all requests to the host system during the half hour interval Unavailable The number of requests attempted while no host system was available during the half hour interval Errors The n
36. Service Bellevue MidT ier Calls Offer Handle Aband 49 49 Service Level ASA 100 100 100 100 100 100 100 100 100 gt ALLE Time 00 30 01 00 01 30 02 00 02 30 03 00 03 30 04 00 04 30 26 Dec 9 26 Dec 9 aL ARAMAN HE 26 Dec 96 030 ZI 26Dec 96 L 0 00 __ 100 26 Dec 96 _01 30_ Zi 26Dec 96 _0200_ Zi Dec 3 0230 _ 10 26Dec 96 _ox00_ 10 26 Dec 96 0330 _ 100 26Dec 3 040 _ 10 26Dec 3 0430 _ C 10 HAE LUU 26 Dec 9 Once displayed the drill down reports can be saved as Monitor ICR report definitions Chapter 5 Setting Thresholds and Drill Downs provides more information on saving drill downs as report definitions You can now learn how to set up Monitor ICR to save your workspace 3 11 Saving Your Workspace You can have Monitor ICR display the screen as you left it each time you start the application This feature is useful in displaying your most important and frequently used reports immediately upon startup a O S D D gt vo JJ D O i 68 Creating a Report Note See also For example say that the first thing you want to see at the start of the workday is a real time report on call queue delays for a certain group of peripheral services You can easily set up Monitor ICR to display this report at startup
37. Since Half or since midnight Today Example Call Type Status Calls Routed Error Count Call Type Master Script Version Today Since Half Today Since Half HelpDesk DEMOHELPDESKDISTRIBUTE 34623 9 MidTier DEMOMIDTIERNETACD 72548 1306 _ e 9 NatlAcctServ DEMONTLACCTNETACD 0 5 PremiumS ales DEMOPREMIUMSALESNETACD 9 9 Proactive DEMOPROACTIVENETACD 0 0 QuickResponse DEMOQUICKRESPCED _ Total amS ee foo f o3 Real Time and Historical Templates 181 caltyp02_ count_graph Description This template generates a real time stacked bar graph that keeps a running total of call routing statistics for call types for the current day since midnight Database Table Call_Type_Real_Time Data Call Types Default Routed Today The number of calls of this type for which the ICR used default routing Measured since midnight Call Types Network Default Routed Today The number of calls of this type for which the XC used network default routing Measured since midnight Call Types Returning Busy Today The number of calls of this type that the ICR routed to the Busy target since midnight Call Types Returning Ring Today The number of calls of this type that the ICR routed to the Ring target since midnight Example A Untitled Jol x Call Type Counts go D 3 O D t D JJ D jn D x D mD O ICR Default Network Default Ring Busy
38. The number of inbound calls in progress on the network trunk group during a half hour interval Calls Out The number of outbound calls in progress on the network trunk group during a half hour interval Example Network Trunk Group Report Half Hour Network Trunk Group DateTime All Trunks Busy Calls Abandoned _ Calls In Calls Out Cincinnati CincinnatiT runks 1 20 97 09 30 00 2239 Cincinnati CincinnatiT runks 1 20 97 10 00 00 2200 Cincinnati CincinnatiT runks 1420 97 10 30 00 2184 Cincinnati CincinnatiT runks 1420 97 11 00 00 2241 Cincinnati CincinnatiT runks 1420 97 11 30 00 2163 Cincinnati CincinnatiT rinks 1 20 97 12 00 00 2213 Cincinnati CincinnatiT runks 1 20 97 12 30 00 2249 Cincinnati CincinnatiT runks 1 20 97 13 00 00 2185 Cincinnati CincinnatiT runks 1 20 97 13 30 00 2226 Cincinnati CincinnatiT runks 1420 97 14 00 00 2211 Cincinnati CincinnatiT runks 1 20 97 14 30 00 2226 Cincinnati CincinnatiT runks 1 20 97 15 00 00 2239 Denver DenverT runks 1 20 97 09 30 00 2299 Denver DenverT runks 1 20 97 10 00 00 2338 Denver DenverT runks 1 20 97 10 30 00 2306 Denver DenverT runks 1420 97 11 00 00 2300 Denver DenverT runks 1420 97 11 30 00 2356 Denver DenverT runks 1 20 97 12 00 00 2302 Denver DenverT runks 1 20 97 12 30 00 2357 Denver DenverT runks 1 20 97 13 00 00 2292 Denver DenverT runks 1 20 97 13 30 00 2328 oo o oa oa Oo o a a a oc oe oc Oo oOo Oo Oo Oo Oo oo O oo o oodoooaoadoaqaoaaqoooqoqdooaogeooeoo o
39. The total number of incoming calls and internal calls sent to the peripheral service during the interval Calls are counted as offered as soon as they are sent to the peripheral service Calls answered The total number of calls to the peripheral service that were answered during the interval A call is counted as answered when it reaches an agent Calls abandoned The total number of calls during the interval in which the caller hung up before being connected with an agent Service level The percentage of incoming calls to the service during the interval that were answered within a specified threshold Example Peripheral Service Calls Trend Analysis Over Last 5 minutes For Current Half Hour For the Day Peripheral Service Offer Answer j Aband ServLev Offer Answer Aband ServLey go D 3 O t D JJ D jn D D gt O ellevue Quick Response elleyvue Registration SIN oS wo _ 5 5 HEIL OT a ellevue Service Cle Col om edda oston HelpDesk SIN Oj w oston Info _perigharal Service __ Ofer Answer Aband Bellevue QuickResponse si ASAT Bellevue Registration TATA BelevueSenice tap a 104 BostonHelpDesk iT TCT Bosono ss s izi Y CSC YC y 160 160 ol KANAAN ao w 252 Template Reference persvc0O5 calls _offered_half_pie Description This template generates a real time pie chart that s
40. Work Not Ready state that is agents who are involved in after call work and are presumed not to be ready to accept incoming calls when done Reserved The number of agents who are awaiting an interflowed or interqueued call and are unavailable to receive any incoming calls This state applies to agents on Northern Meridian and Aspect CallCenter ACDs Hold The number of agents who have all active calls on hold Agent States and Time Allocations 135 The ICR tracks the number of agents in each state along with the time agents spend in specific states Table 10 shows how agent activity and time spent in particular states are tracked by the ICR Table 10 Agent States and Time Allocations Log On Ready Handle State State Agent Time Allocation Specific State Time Logged Ready Available Time Available On Reserved Time Reserved Busy Other Time Busy Other Talking Other Talking Other Talk Talking Out Talking Out Time Time 2 Talking In Talking In Handle Time S Time Hold Time Hold Work Ready Time Work Ready Work Not Work Not Ready Time Work Not Ready Ready Not Ready Not Ready Time Not Ready Idle Logged Off The ICR tracks the number of agents in each state in Skill Group real time database records To obtain historical counts of the number of agents in particular states the ICR saves a snapshot of the real
41. a service array you can send calls to a single target a service array and let the network deliver the call to any one of the peripheral services that make up the service array The Call Center Enterprise 29 Figure 9 shows an example of how service arrays relate to peripheral services and network trunk groups Routing Client IXC PG V 4 Dal_ VRU1 Sales Dal_VRU3 Sales Dal _VRU4 Sales Dal_VRU1 Help ld Dal_VRU3 Help _ VRU3 lel Service Dal_VRU4 Help VRU4 Array Figure 9 Service Arrays s lt ap lt D When several VRUs each support a peripheral service as shown in Figure 9 you can define a service array for those VRUs You can define one or more peripheral services on a VRU Each VRU can have more than one service array defined Service arrays also give you flexibility in reporting on call center performance by providing a separate view into the performance of peripheral services on VRUs For example in Figure 9 a peripheral service report would provide data for one VRU An enterprise service report would provide data for an arbitrary collection of VRUs and ACDs A service array report however would provide data on one group of VRUs that are sharing a network trunk group 1 2 5 Routes A route is a value that is returned by a routing script The value maps to a target at a peri
42. agent placed on hold Hold calls out percent The percentage of hold time associated with outbound calls the agent placed on hold This value is measured against the total time the agent was logged on during the interval Real Time and Historical Templates 1 77 Hold calls internal The total number of completed internal calls the agent placed on hold for the interval The value is incremented when the after call work associated with the call is completed Hold calls internal average The average on hold time associated with internal calls the agent placed on hold Hold calls internal percent The percentage of hold time associated with internal calls the agent placed on hold This value is measured against the total time the agent was logged on during the interval Assistance calls total The total number of calls for which the agent received supervisor assistance during the interval The value is incremented when the supervisor assistance call completes Assistance calls average The average time in seconds that the agent received assistance for all supervisor assisted calls during the interval Assistance calls percent The percentage of time that the agent spent during the interval on supervisor assisted calls This value is measured against the total time the agent was logged on during the interval Conference calls in The number of incoming calls on which the agent was in conference Incoming calls include ACD and non ACD calls
43. agents in the peripheral skill group were not occupied with any call activity and were ready to accept calls Percent agents talking The percentage of time that all agents in the peripheral skill group were talking on a call inbound outbound or internal Percent agents in wrap up The percentage of time that all agents in the peripheral skill group were involved in after call work that 1s time spent in the Work Ready or Work Not Ready states Percent agents in busy other The percentage of time that all agents in the skill group spent in the Busy Other state Example Rolling 5 minute Peripheral Skill Group Status Peripheral FTE FTE Skill Grou LoggedOn Idle m ra 0 Ca ig Ca Blevue Nalecclsery sec elevue Ne arkets sec 150 Total 225 00 42 00 oOo Real Time and Historical Templates 239 perskg05_ utilization_graph Description This template generates a real time bar graph that shows a percentage utilization of agents in the selected peripheral skill groups Percentage utilization is the ratio between the time agents spend handling calls and the time agents were logged on Database Table Skill_Group_Real_Time Data Percent utilization The percent utilization is computed by dividing the total time agents spent handling calls by the total time agents were ready The Ready Time is calculated by subtracting the Not Ready Time from the total time that agents were Logged On Example P
44. and schedules A business entity may for example represent a division within a large corporation or a single customer within a service bureau You can limit the access of individual users and user groups to specific business entities By default the ICR enterprise consists of only one business entity If you enable partitioning you can define multiple business entities Busy label A routing label that causes the routing client to play a busy signal to the caller Call by call routing A strategy by which each incoming call is processed separately to determine the optimum destination The decision for each call can be based on real time information about the state of each call center as well as historical data By contrast simple allocation routing statistically distributes calls among call centers based on historical patterns Call center A single site at which incoming phone calls are received and answered Typically each call center can provide several services and is staffed by agents from one or more skill groups Call control variables A set of variables used by a peripheral to hold information related to a call For example an Aspect ACD defines variables A through E When you define a routing client you can establish how the client s call control variables map to ICR variables such as dialed number caller entered digits and calling line ID Call details Data saved by the ICR about every call it routes and call
45. and times should appear similar to the following You can now choose the specific parts of the call center enterprise that the report will cover gt Choose the specific Items on which to report In the Items tab click on two or more peripheral services from the selection list This specifies that you want data for these specific peripheral services To select more than one item hold down the CTRL key as you click on each item To select a range of items click the first item in the range press SHIFT and click on the last item in the range To select and deselect all items in the list click the Select All button Setting Up the Template Launcher 55 You can now choose the templates to use in the report Choose the Templates In the Templates tab choose the following templates persvcOl_queue_delay_status persvcl2_calls_analysis_half_hour The Template Launcher is now set up to generate a report Your screen should appear similar to the following example Monitor ICR 1999 01 21 14 39 44 persyc01_queue_delay_status Bar graph of time in seconds for delays in queue longest call in queue and ASA over last 5 minutes a pers vc12_calls_analysis_half_hour Grid of call count and queue delay time half hour totals and service level half hour totals a O D D e gt JJ D O O i 56 Creating a Report 3 4 Launching the Report To launch the report click OK An u
46. answered or abandoned Any call that has a service level event is treated as a service level call offered which means that it will be used in the service level calculation The ICR provides a uniform calculation across all peripherals The CR service level can be calculated in any of three ways Abandoned calls ignored The number of calls answered within the service level threshold divided by the number of calls that had a service level event minus the number of calls that were abandoned before exceeding the service level threshold Calls abandoned before the service level threshold expired are removed from this calculation Abandoned calls negatively impact service level The number of calls answered within the service level threshold divided by the number of calls that had a service level event This treats abandoned calls as though they had exceeded the service level threshold Abandoned calls positively impact service level The number of calls answered within the service level threshold plus the number of calls abandoned within the threshold all divided by the number of calls that had a service level event This treats abandoned calls as though they were answered within the service level threshold The System Manager specifies which service level calculation to use when the peripheral service is configured Regardless of the ICR service level calculation method being used the ICR tracks the data needed to calculate the servi
47. as an additional row of data See Table 8 for descriptions of the file export options a JJ D O O S gt vo UJ D cee O p 102 Reporting Basics 6 Enter a file name You do not have to enter an extension By default the file is stored in a custom subdirectory based on the type of report from which you are exporting data for example persvc trkerp etc 7 Click OK to save the data Table 8 File Format Options Format Description CSV Comma separated values CSV CSV with headers is also available Dbase2 dBASE II format DBF Dbase3 dBASE III format DBF DIF Data interchange format DIF Excel Microsoft Excel format XLS Excel with headers is also available HTML Hypertext Markup Language HTM Table Powersoft Powersoft report format PSR Report SQL Saves a SQL CREATE TABLE statement for the table and an INSERT INTO statement for each row The statements are saved into a text file with the SQL extension The simple file name is used as the table name in the SQL statements SYLK Microsoft Multiplan format SLK SYLK with headers is also available Text Text file format TXT Values are tab separated and each row ends with a carriage return Text with headers is also available WKS Lotus 1 2 3 format WKS WKS with headers is also available WKI1 Lotus 1 2 3 format WK1 WK1 with headers is also available WMF Windows Metafile WMF 4 14 Setting Workstation P
48. assignment Optionally peripheral agents can be grouped into agent teams Agent teams are groups of peripheral agents configured on the same peripheral The ICR allows you to report on three general categories of agent level data agent status agent activity and agent performance You have several options for defining the scope of agent level reports Peripheral agents Report on selected agents from throughout the enterprise regardless of peripheral skill group and agent team assignments Agent by peripheral Report on the agents logged on to one or more selected peripherals Agent by skill group Report on the agents logged on to one or more specific skill groups Agent team Report on the agents within one or more agent teams Agent Tables Real time agent data are stored in the Agent_Real_Time and Agent_Skill_Group_Real_Time tables of the Distributor AW local database Historical agent data are stored in the following tables of the ICR central database Agent_Half_Hour Agent_Skill_ Group_Half_Hour Agent_Logout Agent_State_Trace Agent state reports also use data from the Termination_Call_Detail table Agent Data 129 7 2 2 Agent Status The ICR tracks agent status by position skill group and by agent name Specifically the ICR records the following data on agent status in ICR real time and half hour tables Position The current extension on which the agent is working Agent name Th
49. call center enterprise Using the Admin Workstation you can Monitor the performance of agents skill groups services routes and trunks Generate historical reports Provide web access to ICR reports and scripts Change the ICR system configuration Define modify and view call routing and administrative scripts Monitor the execution of scripts This chapter introduces the Admin Workstation AW with a special emphasis on call center reporting For information on ICR system configuration or call routing scripts see the Intelligent CallRouter System Manager Guide For information on system maintenance tasks see the Intelligent CallRouter Administrator Guide N gt Q 5 e Tn a D a e S 38 The Admin Workstation 2 1 The GEOTEL Admin Workstation Group Each Admin Workstation contains the GEOTEL Admin Workstation group When open the GEOTEL Admin Workstation group appears as follows S GeoTel Admin Workstation lt lt FW amp amp F amp F A DB Application Aw Select Bulk Call Tracer Check Routes Configure ICR Custom Glossary Wizard Configuration Screen Builder Bt d yA Initialize Local Job Scheduler Lock Admin Monitor ICA Print Server Route Explorer Router Log Scheduled Database Viewer Target ay Be Schema Help Script Editor Send Home Service Setup Translation Workforce Control Route Wizard Management Integration System Manager Not all AWs have an identical sets
50. call detail records in the central database for each call routed Historical Database Server HDS A Distributor AW may optionally serve as an Historical Data Server HDS In this configuration the ICR Logger the system s database server automatically forwards historical data to the Distributor AW where it is stored in a special HDS database Other AWs at the site can read historical data from the Distributor AW rather than from the central database Monitor Only AW Some Intelligent CallRouter systems might incorporate a monitor only version of the Admin Workstation This is a scaled down client AW that allows you to use the ICR s reporting tools on desktop PCs running Windows 95 or Windows NT The monitor only AW is used exclusively for reporting and does not have the tools necessary for changing call routing and system configuration data or scheduling reports for printing The monitor only AW comes with on line help that explains the workstation s features in more detail Monitor ICR Reporting 41 2 2 4 Admin Workstation Users Three kinds of people use the Admin Workstation System Manager Uses the Admin Workstation to update the ICR system configuration create and edit call routing scripts and download Admin Workstation configuration information from the central database Supervisor Uses the Admin Workstation to monitor call center agent and agent group performance and produce real time and historical cal
51. command starts Monitor ICR and opens the specified report definition file To open a specific report you must provide the complete path along with the filename If you want to start Monitor ICR without opening a specific report you can type the following command C gt monitor The monitor command can be entered in any DOS command prompt window or in the Task List window You can open the Task List window by pressing CTRL ESC Once Monitor ICR and the specified report are displayed on the screen you can open additional reports by issuing the command again For example the following command opens a report from the trkgrp directory C gt monitor icr customenaw customi irkgrp filename cmb Each time you enter the monitor command the specified report is opened and a new instance of Monitor ICR is started See also For information on starting Monitor ICR and opening reports from the Windows NT File Manager or the NT Explorer see File Association later in this chapter 4 3 Working with the Template Launcher The Template Launcher allows you to generate a new report using the predefined templates that come with Monitor ICR You can also launch any custom templates that were created with the ICR Custom Screen Builder Once you launch the selected templates you can add features lay out the report components and save the report as a report definition Report definitions can later be opened and modified aaa By
52. currently in any of four call handling states Database Table Skill_Group_Real_Time Data Agents available The number of agents who are in the Available state that is not occupied with any call activity and ready to accept calls Agents idle The number of agents who are in the Not Ready state that is logged on not involved in a call or after call work and not available to receive a call Agents talking The number of agents involved in inbound outbound or internal calls that is Talking In Talking Out or Talking Other Agents in wrap up The number of agents who are involved in after call work Agents performing wrap up are either in the Work Ready or Work Not Ready state Example Auntited Peripheral Skill Group Status go D 3 O t D JJ D jn D D gt O Bellevue Proactive sec Bellevue Proactive pn Bellevue PremiumSales sec Bellevue PremiumSales pri Bellevue NewMarkets sec Bellevue NewMarkets pn 0 Available Idle Talking Wrapup The total count of agents in any of these four states 1s the number of agents Logged On 234 Template Reference perskg02_ status _ grid Description This template generates a real time grid that shows the number of agents from selected peripheral skill groups who are signed on logged on how these agents break down numerically into nine states and how they break down on a percentage basis into five states A total ro
53. cursor to another field to see the new color in the preview box on the right Real Time Feed Failures Before Exit Lets you set the number of real time feed failures that Monitor ICR must detect before it requests a restart You can enter any value from to 999 in this field The default value is 20 This value is multiplied by the Refresh Rate For example a J D O O S gt amp WO D 2 O ep 104 Reporting Basics 20 15 300 seconds or five minutes In the previous example Monitor ICR would display an Event Feed Warning dialog box if it did not receive real time data for five minutes See Event Feed Warning later in this section for instructions on what to do if the Event Feed Warning dialog box appears Show Event Traffic Light On Startup Select this option to have the Event Monitor displayed each time you start Monitor ICR The Preferences dialog box also provides information on the central database or Historical Database Server HDS and the Distributor AW database You cannot modify the information in these fields Computer Name Historical Central Database The name of the server on which the ICR Logger and Database Manager reside for example GEOABCLGRA On some Admin Workstations this may be the name of the Historical Database Server HDS Local Database The name of the Distributor AW For monitor only AWs this is the name of the AW that is providing the host AW database Dat
54. delivering the call to the appropriate target Route call details Data about routing requests received by the ICR and how calls were routed that is the route chosen for each call This data is stored in the Route Call Detail table in the ICR central database Router IP A device that dispatches messages to their appropriate destinations within or between IP networks See also Internet Protocol IP Routing client An entity that sends routing requests to the ICR Each logical interface controller can be mapped to one or more routing clients A routing client typically corresponds to a subsystem within an interexchange carrier or to a peripheral performing Post Routing Routing script A script that the ICR executes to find the destination for a call A routing script might examine information about several possible targets before choosing the best destination You can schedule different scripts to execute for different types of calls and at different times and dates Use the Script Editor to create modify and schedule routing scripts Routing server The ICR acts as the routing server For example when a caller dials your 800 number the IXC subsystem routing client passes a route request to the ICR As the routing server the ICR processes the route request determines where to route the call and passes a routing label back to the IXC Routing target An entity to which the ICR can route a call A routing target can b
55. during the half hour interval All trunks busy The total time that all trunks in the selected trunk group were busy during the half hour interval Example Trunk Group Performance By Half Hour From 02 01797 10 00 To 02 01 97 15 00 Trunks All Trunks Idle Trunks Trunk Group Date Time _ In Service BellevueBellevueTrunks 0201 971000 Belevue BelevueTrunks 020971030 Belevue BelevueTrunks 0209700 Belevue BelevueTrunks 0207m Belevue BelevueTrunks 020971200 Belevue BelevueTrunks 020 371230 Belevue BelevueTrunks 020 371300 Belevue BelevueTrunks 0201 971330 Belevue BelevueTrunks 020 371400 Belevue BelevueTrunks 020 971430 Group Summary go D 3 O t D JJ D jn D D gt O inservice Tier puny 24 24 0 C a ff ff 24 24 0 C4 f Pf 24 24 0 C4 pf 24 24 0 24 24 0 C a ff Pf 24 24 0 0 N 2 288 Template Reference 289 Glossary Abandoned call A call in which the caller hangs up before the call is answered Calls in which the caller hangs up almost immediately do not have to be counted as abandoned When configuring each peripheral you can specify the minimum length of an abandoned call About box A dialog box that displays general information about an application The About box usually contains copyright and version information In most applications you can
56. for ASA AHT and average delay in queue and service levels for selected routes This grid also provides a route summary row that averages or totals the data for individual routes listed Database Table Route_Half_Hour Data Service level The percentage of incoming calls to the route that were answered within a specified threshold during the half hour interval Average speed of answer ASA The average time that all calls offered to the route waited before being answered during the half hour interval Average handle time AHT The average handle time for calls handled by agents for the route for the half hour interval Handle time includes time that agents spend talking on inbound calls Talking In and performing after call work Work Ready and Work Not Ready Average delay in queue The average delay for all calls that were in queue for the route for the half hour interval Calls offered The total number of incoming calls and internal calls sent to the route during the half hour interval Calls are counted as offered as soon as they are sent to the route Real Time and Historical Templates 281 Calls handled The number of calls answered and finished for the route during the half hour interval Also provided as a percentage of the total calls offered to the route during the half hour interval Calls abandoned The number of calls during the half hour interval in which the caller hung up before being connected with an agent
57. from the enterprise service s component peripheral services The DrillDown Editor allows you to get this kind of detail quickly and easily from within a report window simply by double clicking on a data attribute in the report You can also save drill downs as separate reports Once a drill down report is displayed on the screen it can be saved like other Monitor ICR reports In this way you can create a new report from within the current report without having to return to the Template Launcher and generate the report from scratch A report that is generated through the DrillDown Editor retains the date and time options of the report from which it was launched However the drill down report does not retain the original report s category and scope options If you save the drill down as a separate report you can change the category scope and date and time options by using the Definition Editor Drill Down Hierarchy Table 9 summarizes the rules for assigning drill downs to reports The hierarchy specifies which drill down templates are available from specific types of Monitor ICR reports For example from an enterprise service real time report you can choose drill downs from a list of peripheral service real time templates Using Drill Downs in Reports 111 Table 9 Drill Down Hierarchy Type of Report or A ep 14 a 5 Yo 5 0D n gt o Q n report component Drill Downs available Base only skill gr
58. go D 3 O t D JJ D jn D D gt O HelpDesk 216 Template Reference entsvc18 gate_half_hourly_status_ grid Description This template generates a grid report that provides half hour status information for an enterprise service In this report an enterprise service is considered to be a collection of gates A gate is the Rockwell Galaxy term for a peripheral service Database Table Service_ Half Hour Skill_Group_Half_Hour Data Calls Offered Half Hour for All Calls NCO The number of incoming calls or internal calls sent to a specific enterprise service collection of gates A call is counted as offered as soon as it is sent to a gate Cumulative Service Level Half Hour for All Calls CSL The percentage of incoming calls to the enterprise service during the interval that were answered within a specified threshold ICR Routed Calls Half Hour for All Calls ICR The number or percentage of calls that were routed by the GEOTEL Intelligent CallRouter The ICR tracks the number of CR routed calls in the CallsRoutedHalf fields of the central and local databases Calls Handled Half Hour NCH The total number of calls handled to completion by an enterprise service s agents Also shown as a percentage Average Speed of Answer ASA The average time that all calls offered to the enterprise service waited before being answered during the half hour interval Average Talk
59. in selected peripheral skill groups FTE is the number of full time agents that would be required during a period to perform the work done in that period To calculate the FTE divide the number of seconds of work performed by the number of seconds in the period For example if agents spent a total of 1200 seconds handling calls during a five minute 300 second period the FTE for call handling would be as follows 1200 person seconds 300 seconds 4 persons This template uses cumulative or rolling five minute data derived from the real time data to arrive at an FTE value Data in the grid is continuously updated This template also provides the percentage of agents currently in any of four call handling states A total row totals or averages the data for all the peripheral skill groups listed Database Table Skill_Group_Real_Time Data Full time equivalent FTE logged on The FTE number of currently logged on agents in the peripheral skill group Logged on 1s not an agent state but rather a necessary condition to being in any state FTE idle The FTE number of currently idle agents in the peripheral skill group that is agents who are logged on not involved in a call or after call work and are not available to receive a call Idle is also called Not Ready FTE available The FTE number of agents currently in the Available state that is not occupied with any call activity and ready to accept calls FTE talking The FTE
60. interference to radio communications Operation of this equipment in a residential area is likely to cause harmful interference in which case users will be required to correct the interference at their own expense The following information is for FCC compliance of Class B devices The equipment described in this manual generates and may radiate radio frequency energy If it is not installed in accordance with Cisco s installation instructions it may cause interference with radio and television reception This equipment has been tested and found to comply with the limits for a Class B digital device in accordance with the specifications in part 15 of the FCC rules These specifications are designed to provide reasonable protection against such interference in a residential installation However there is no guarantee that interference will not occur in a particular installation Modifying the equipment without Cisco s written authorization may result in the equipment no longer complying with FCC requirements for Class A or Class B digital devices In that event your right to use the equipment may be limited by FCC regulations and you may be required to correct any interference to radio or television communications at your own expense You can determine whether your equipment is causing interference by turning it off If the interference stops it was probably caused by the Cisco equipment or one of its peripheral devices If the equipment causes inte
61. invoke it from the Help menu ABS See Application Bridge Server ACD See Automatic Call Distributor ACD Simulator A GEOTEL software module that allows you to test applications within the ICR by simulating ACDs The ACD Simulator runs on a PC and can simulate up to five ACDs Active script A script that is scheduled for the current date and time At any time zero or one routing script is active for each call type If more than one routing script is scheduled for a call type during a period of time the ICR choose the script with the most specific schedule When the ICR receives a call routing request it invokes the active script for that call type If that script terminates without routing the call the ICR uses the default route associated with the dialed number Admin Workstation AW A personal computer used to monitor the handling of calls in the ICR system The Admin Workstation can also be used to modify the system configuration or scripts G eo 0p ep pe lt Administrative Script A script that the ICR executes to perform background processing For example an administrative script might set persistent variables or invoke an application gateway Use the Script Editor to create modify and schedule administrative scripts 290 Glossary Agent Anyone who can answer incoming phone calls A peripheral agent is an agent who is associated with a particular peripheral ACD PBX in the call center en
62. is the time agents spent logged on See also For information on how FTE values are calculated see entskg04_status_grid_to5 earlier in this chapter Example Enterprise SkillGroup Performance By Day From 02 01 97 00 00 To 03701797 23 59 Average Average Average FTE Enterprise SkillGrou Date Calls Handled Calls Out Handle Time Talk Time Wrapup Time Agents Proactive 02701797 l 70756 0 276 0 246 0 30 430 Proactive 03 01 97 37192 0 240 0 200 30 0 201 Skill Group Summary 115948 0 265 25 235 02 302 Proactive Pri 02 01 97 66246 0 240 0 209 0 0 l 221 Proactive Pri 03 01 97 l 31469 0 240 0 210 0 30 0 104 Skill Group Summar 97715 0 240 28 210 03 Proactive Sec 02 01 97 l 12510 0 471 0 441 0 0 209 Proactive Sec 03 01 97 5723 0 240 0 210 0 0 Skill Group Summary 18233 0 399 07 368 95 FauickResponse 02 01 97 l 58640 0 220 0 189 0 FauickResponse 03 01 97 27757 0 220 0 190 0 Skill Group Summary 86397 0 220 24 189 93 FauickResponse Pri 02 017 9 l 41024 0 220 0 189 0 FauickResponse Pri 03 01 97 19467 0 220 0 190 0 Skill Group Summary 60491 0 220 36 190 02 auickResponse Sec 02 01 97 17616 0 219 0 189 0 FauickResponse Sec 03 017 97 8290 0 220 0 190 0 Skill Group Summary 25906 0 219 94 189 73 Real Time and Histo
63. now_to5 grid Description This template generates a grid that provides call counts queue status and service level data in real time and for the last five minutes for selected routes A summary row totals the values in each column for all the routes listed Database Table Route_Real_ Time Data Calls talking The number of calls on which agents for the route are currently talking Calls in queue The number of calls to the route that are in queue at each peripheral now Average delay in queue The average delay for calls currently in queue for the route Longest call in queue The time that the longest call in queue for the route has spent in the queue Calls offered The total number of incoming calls and internal calls sent to the route since the end of the last five minute interval Calls are counted as offered as soon as they are sent to the route Calls handled The number of calls answered and finished for the route since the end of the last five minute interval Also provided as a percentage of the total calls offered to the route during the half hour interval Calls abandoned The number of calls in which the caller hung up before being connected with an agent Measured since the end of the last five minute interval Also provided as a percentage of the total calls offered to the route during the half hour interval Average speed of answer ASA The average time that all calls offered to the route waited befo
64. oD O mD sy se o op 76 Reporting Basics gt To invoke the template launcher Oo In the Monitor ICR window click the New button The Template Launcher window appears 1999 01 22 14 26 44 lel Es s s 2 s s oi s s In the Template Launcher window you choose the options that define how a report will be generated These options include Category and Scope Date and Time Items Templates After you select options in each tab you can click OK to launch the report The Template Launcher window can be closed To close the Template Launcher choose Close from the Template Launcher s control panel or click the Close X button Working with the Template Launcher 77 4 3 1 Category and Scope Choose a report Category You can select only one category on which to base the report Select Category C Agent Application Gateway Call Type Peripheral Route Routing Client C Schedule Service Skill Group Trunk Group You can create reports on the following logical groups or categories within the call center enterprise Agent An agent is anyone who can answer incoming phone calls A peripheral agent is an agent who is associated with a particular peripheral ACD PBX in the call center enterprise A peripheral agent can be a member of one or more skill groups Some peripheral types limit each agent to one skill group assignment
65. of abandoned calls see Service Level in the Peripheral Service Data section earlier in this chapter 7 10 Peripheral Data The peripheral data category is used to report on switch specific hardware and software status and some types of call count and service level data A peripheral is a switch such as an ACD PBX or VRU that receives calls that have been routed by the ICR B gt lt D D e D U D t D Peripheral data are recorded only in the Peripheral_Real_Time table in the Admin Workstation s local database Some typical peripheral data categories include Status Indicates the current failure state of the peripheral Online Indicates the current on line state of the peripheral as determined by the Central Controller Calls in progress The total number of calls currently in progress at the peripheral Agents logged on The number of agents currently logged on to the peripheral Calls offered The total number of calls offered to the peripheral during an interval This includes both incoming and external calls Service level The percentage of incoming calls that are answered within a specified service level threshold See the earlier section Service Level for more information Other types of peripheral specific hardware and software data may also be tracked within the Peripheral_Real_Time database tables 150 Available Data 7 11 Application Gateway Data See
66. of 10 Robert Harrison Simulator _PG_1 Robet H 2188 1999 02 02 09 44 09 SimulatoPG_TRobetH 168 959020203 47 277 Simulator PG_1 Robet H 2062 1993020215 240 Simulator PG_1RobetH La 3930202180816 Summary 31821 Robert Smith imulator_PG_1 Smith_R 2188 1999 02 02 09 44 09 Simulator _PG_1 5mth A teafisss02o20s4727 SimulatoPG_1 SmithR 2062 i993020215 240 Simulator PG_1 SmithR a 3930202 18 0816 31821 Summary go D 3 O t D JJ D jn D D gt O 158 Template Reference agteam04_daily_agent_activity Description This template generates a historical grid report that shows daily agent call handling activity over a specified time period To arrive at daily values the ICR sums the Agent_Skill_ Group_Half_Hour rows for each day Database Table Agent_Skill_ Group_Half_Hour Data Agent team The name of the agent team Agent name The first and last name of the agent Duration The total time in seconds that the agent was logged on during the interval Incoming calls total The total number of inbound ACD calls handled by the agent during the interval This value is incremented when the after call work associated with the call is completed Incoming calls avg length The average length in seconds for incoming calls handled by the agent during the interval Incoming calls percent The percentage of all calls handled by the agent for the period t
67. of tools The tools on each AW may vary depending on the ICR features you ordered In general the following programs are available Application Wizard Lets you setup the configuration elements need to route a call from a routing client to a target at a peripheral AW Select Lets you start and stop the services needed to run Admin Workstation applications Bulk Configuration Lets you efficiently add or modify multiple rows in certain ICR configuration tables Call Tracer Lets you send test calls to the ICR and see how they are processed and the target chosen for the call Check Routes Lets you validate the configuration of routes referenced by a script Configure ICR Lets you set up and maintain your GEOTEL environment The configuration includes the hardware within the system the services provided by the system and the agents who provide them Custom Screen Builder Lets you create your own report templates for use in the Monitor CR reporting application Glossary Defines terms related to the ICR Initialize Local Database Lets you copy current information from the ICR s central database to the local database on the Distributor Admin Workstation Normally this is done automatically Job Scheduler Lets you schedule reports to be generated and printed at a later time Distributor and Client Admin Workstations 39 Lock Admin Lets you check or change the status of locks in the ICR central
68. only one business entity If you enable partitioning you can define multiple business entities If you have only one entry under Select Business Entity you need not make a selection Otherwise select a business entity from the list Date and Time For historical reports choose the type of date and time you want to use in the report Absolute Dates Absolute dates allow you to enter an exact period of time with From and To dates and times Choose this option if you want the report to display data from a specific time period for example from January 18 1999 to January 21 1999 The default From and To dates and times are from the present date at 12 00 AM midnight to 11 59 PM These defaults provide data up to the present time Working with the Template Launcher 81 If you select Absolute Dates click the down arrow in the From and To boxes to display a calendar 1999 01 21 00 4 January 1999 Su Mo Tul We Th Fr Sal T aE da ao e E 10 ia 13514 15 16 17 18 19 20721 22 23 24 25 26 27 28 29 30 31 Double click on a day in the calendar to select it You can also click on the left and right arrows in the calendar to display different months To enter times highlight the time values and use the up and down arrows to adjust them Time is shown in 24 hour format For example 8 00 is 8 00 A M and 17 00 is 5 00 P M If you leave the To time field set to 23 59 the report displays data up to the current time O
69. performing Post Routing You can report on statistics for the different routing clients defined in the ICR system For example you might want to report on the maximum delay of route responses to the routing client for a specified interval s lt D lt D Schedules The GEOTEL Schedule Link option allows the Intelligent CallRouter to import schedule data from an external workforce management system The Intelligent CallRouter can then use the workforce scheduling data to make call routing decisions You can also generate reports on staffing schedule data that has been imported from a third party workforce management system The ICR Workforce Management System is an optional tool for the AW that allows you to import schedule data and store it in Schedule_Import tables in the ICR database For example you might create a report that compares scheduled agent states to actual real time states monitored by the ICR for example Logged In Ready Closed Key You can also export data for use in ACD reports 32 Overview 1 3 Peripheral Specific Terminology See also The ICR supports several models of call center peripherals Specifically the ICR supports the following ACDs Alcatel 4400 Aspect CallCenter Ericsson ACP1000 Lucent DEFINITY ECS NEC NEAX 2400 Nortel DMS 100 SL 100 Nortel Meridian Rockwell Galaxy Rockwell Spectrum Siemens Hicom 300E Release 9006 Siemens Rol
70. peripheral an enterprise service can span peripherals Enterprise skill group A collection of skill groups typically from several call centers While each individual skill group is tied to a specific peripheral an enterprise skill group can span peripherals Enterprise wide call distribution A strategy for allocating calls among several call centers or other answering locations based on real time information about activity at Glossary 299 each location The ICR implements enterprise wide call distribution and allows calls to be sent to any network addressable location within or outside of an enterprise Entity See Business entity Event Management Service EMS A software module within the Intelligent CallRouter that processes use to report events to other processes within the system Event Viewer A feature of Monitor ICR that lets you view messages events generated by processes within the ICR system Expected delay The ICR s predicted delay for any new call added to a service or route queue The expected delay value is valid only if no agents are available for the route or service Expert Agent Selection EAS A mode for the Lucent Definity ECS ACD In this mode agents are automatically added to pre assigned skill groups at login Calls can be routed either to the agent s physical extension or to the agent s login ID In non EAS mode agents must manually add themselves to hunt groups and calls can be r
71. peripheral as reported by the Peripheral Gateway PG 0 off line 1 on line Service level Last Half Hour and Today The percentage of incoming calls to services related to this peripheral during the interval that were answered within a specified threshold Example Peripheral Real Time Report cma aay maaan NSA AE E 172797 09 49 32 0 1 416 792 1 100 100 172797 09 49 32 0 1 422 753 1 100 100 172797 09 49 32 0 1 213 664 1 100 100 172797 09 49 32 0 1 227 673 1 100 100 172797 09 49 32 0 1 354 741 1 100 100 Real Time and Historical Templates 231 periph0O2_galaxy_software_status Description This template generates a real time grid that shows all trunks busy calls in progress SWT TRMS and DI Groups status This template 1s for use with Rockwell Galaxy ACDs only Database Table Peripheral_Real_Time Data ATB All Trunks Busy The state of a trunk group when all trunks are in use The trunk group cannot accept any new inbound or outbound calls in this state The ICR tracks the amount of time during which all trunks in a trunk group are busy Calls in progress The total number of calls to the peripheral that are currently in queue or being handled at the peripheral now SWT TRMS Inactive Terminations out of sync Galaxy specific data SWT TRMS Terminations implemented Galaxy specific data DI Groups Inactive Switch level out of sync Galaxy specific data DI Groups Active Switch level
72. perskg Peripheral Skill Groups persvc Peripheral Services routes Routes rtecli Routing Clients schimp Schedules trkgrp Peripheral Trunk Groups When you save a report definition the saved version includes the following The specific data elements that is the specific services skill groups etc displayed in the report Relative or absolute dates and times for historical data Not currently implemented aa By oD O mD WO m o d2 88 Reporting Basics See also 4 4 2 Any thresholds you have defined Any drill downs you have defined The names of the templates used in the report The templates themselves are not saved in the report However references to the templates are saved Any subsequent modifications to the templates used by the report are reflected in the report The current data values are not stored in the report 99 For information on saving just report data see Exporting Report Data later in this chapter Single and Multiple Component Reports Each template you select in the Template Launcher becomes a component in the report A report with a single component is straightforward You generate a single component report by using one template Therefore the report definition file references only one template For example you might generate a report for several peripheral services using a single Calls Offered template In this report you might en
73. report on peripheral services the Save Report Definition dialog box defaults to the persve directory The persve directory is reserved for storing peripheral services report definitions Similarly other subdirectories of the Admin Workstation s custom directory exist to hold other types of report definitions for example skill group route and trunk group reports 2 Type TUTOR as the file name The CMB extension is retained Click OK The report definition is saved At the Monitor ICR menu choose File Close The report file is closed but the Monitor ICR window remains displayed The next time you open the TUTOR CMB report the real time graph component of the report displays real time data The historical grid displays data for the range of dates you specified when your originally created the report Since you did not change the end date and end time the historical grid always displays data up to the present date and time You can change report definitions like TUTOR CMB by using the Monitor ICR Definition Editor For example you might want to change the start dates and times in the historical component of the report The Definition Editor is described in Chapter 4 Reporting Basics The saved report definition TUTOR CMB does not appear in the Template Launcher list of templates It is stored as a CMB report definition file not as a template Now that you have created and saved a report definition you can o
74. routing clients defined in the ICR system A routing client is an entity that sends routing requests to the ICR Routing clients typically correspond to a subsystem within the interexchange carrier IXC or to a peripheral ACD or PBX that is performing Post Routing Within Monitor ICR you might want to report on the maximum delay of route responses to the routing client for a specified interval Schedule You can generate reports that include staffing schedule data that has been imported from a third party workforce management system The GEOTEL Workforce Management Import System allows you to import schedule data and store it in the ICR database The exact data that appears in Monitor ICR reports depends on the specific workforce management system you are using with the ICR system Service You can report on many types of data for services such as service level number of calls abandoned number of calls offered and average handle time A service is a particular type of processing that the caller requires For example in a software company s call center callers having questions about installing software would be directed to the Technical Support service Skill Group A skill group is a collection of agents who share a common set of skills such as being able to handle Spanish speaking callers For skill groups you can generate reports that cover agent activity for example the number of agents talking available or in wrap up
75. that are non busy or idle Trunks in service The number of trunks in the trunk group that are in Service Example FA Untitled Trunks Idle amp In Service go D 3 O t D JJ D jn D D gt O brokerage qoutes brokerage serv lease_wscreen Trunks Idle Trunks In Service 286 Template Reference trkgrp03_trunkgroup_ status grid Description This template generates a real time grid that shows the status of trunks in selected trunk groups Database Table Trunk_Group_Real_Time Data Trunks idle The number of trunks in the trunk group that are non busy or idle Trunks in service The number of trunks in the trunk group that are in Service All trunks busy The total time that all trunks in the selected trunk group were busy for the current half hour interval Example Trunk Group Status Trunks All Trunks Trunk Group In Service 24 Bus brokerage_qoutes 0 brokerage_sery 45 0 0 15 15 lease_wscreen 23 TEE Real Time and Historical Templates 287 irkgrp11_trunkgroup_ performance _grid Description This template generates a historical grid that shows half hour trunk performance data for selected trunk groups Database Table Trunk_Group_Half_Hour Data Trunks idle The number of trunks in the trunk group that were non busy or idle during the half hour interval Trunks in service The number of trunks in the trunk group that were in service
76. that copies the latest configuration data and scripts from the central database to the local database Glossary 303 Instance A single installation of the ICR An instance consists of several components CallRouter Logger Peripheral Gateways Admin Workstations some of which might be duplexed An instance can be dedicated to a single customer or in some environments shared among several customers Integrated Services Digital Network ISDN An international standard for telephone transmission ISDN provides an end to end digital network and provides a standard for out of band signaling It also provides greater bandwidth than older telephone services The two standard levels of ISDN are the Basic Rate Interface BRI and the Primary Rate Interface PRI Intelligent Call Processing ICP AT amp T s name for the facility that allows third party products such as the Intelligent CallRouter to pre route calls Intelligent CallRouter ICR The GEOTEL system that implements enterprise wide call distribution across call centers The ICR provides Pre Routing Post Routing and performance monitoring capabilities Interactive Voice Response See Voice Response Unit Interexchange Carrier IXC A long distance telephone company such as AT amp T MCI or Sprint Interflow The ability of a switch to forward calls to another location within the switch or to another switch Interflow between switches requires a dedicated trunk l
77. the skill group with which these agents are associated Agent name The first and last name of the agent Abandoned calls ring The total number of ACD calls abandoned while ringing at the agent s position Abandoned calls hold The total number of ACD calls abandoned while being held at the agent s position Abandoned calls average The average ring time in seconds associated with ACD calls that were abandoned while ringing at the agent s position Abandoned calls percent The percentage of time associated with ACD calls that were abandoned while ringing the agent s position This value is measured against the total time the agent was logged on during the interval Hold calls in The total number of completed inbound calls the agent placed on hold The value is incremented when the after call work associated with the call is completed Hold calls in average The average on hold time in seconds associated with inbound calls the agent placed on hold Hold calls in percent The percentage of hold time associated with inbound calls the agent placed on hold This value is measured against the total time the agent was logged on during the interval Hold calls out The total number of completed outbound calls the agent placed on hold at least once The value is incremented when the after call work associated with the call is completed Hold calls out average The average on hold time in seconds associated with outbound calls the
78. the subject to the peripheral service report Bellevue MidTier Boston MidTier and Denver MidTier Monitor ICR Reporting 43 2 3 2 Agent Reporting GEOTEL A gent Reporting is an optional feature that can be licensed for peripherals ACDs PBXs in the call center enterprise With this feature enabled you can generate reports of agent level data through Monitor ICR The Siemens 9751 CBX 9005 and Rockwell Galaxy ACDs do not support agent reporting The types of reports you can generate vary in scope For example you might want to report on the activity of specific agents within the enterprise Optionally you might report on the activity of agents associated with a particular skill group or agent team Table 5 summarizes the types of agent reports you can generate Table 5 Agent Report Types Report Type Scope Peripheral agent Displays information about selected agents throughout the enterprise regardless of peripheral associations Agent by Displays information about each agent currently logged peripheral into one or more selected peripherals Agent by skill Displays information about each agent currently logged group into one or more selected skill groups Agent by team Displays information about each agent in one or more selected agent teams The data that are displayed in these reports include real time and historical data that cover N gt Q Q a D e Agent status Agent activ
79. time data and stores the data in skill group five minute records These five minute summary records are stored in the ICR central database Talk Time is the sum of Talking In Time Talking Out Time and Talking Other Time 136 Available Data Note The ICR also tracks the total amount of time agents in a skill group spend in specific states For each specific state time is recorded to track how long agents are in the particular state In addition time spent in certain states 1s tracked more generally in time allocation categories such as Talk Time and Handle Time The following list further explains the agent time allocations shown in Table 10 Available Time The time agents spend in the Logged On Ready and Available states Reserved Time The time agents spend in the Reserved state Busy Other Time The time agents spend in the Busy Other state Talk Time The time agents spend in the Talking In Talking Out and Talking Other states Talking Other Time The time agents spend in the Talking Other state Also counted in the general category of Talk Time Talking Out Time The time agents spend in the Talking Out state Also counted in the general category of Talk Time Talking In Time The time agents spend in the Talking In state Also counted in the general categories of Talk Time and Handle Time Hold Time The time agents spend in the Hold state Also rolled into the general category of Handle Time
80. to schedule reports to print automatically OD ep fe y D Q J Q JI O 12 mi T 118 Scheduling Reports 6 1 ICR Job Scheduler Ta Print Server As a supervisor your most common use of the ICR Job Scheduler will be to print reports at specific dates and times For example say that you created a report that uses a relative date to display data Because you used a relative date for example Today or Yesterday the report always displays data for the relative date specified If the report used the relative date Yesterday you might schedule the report to be automatically printed each morning You could then have a report of yesterday s call center activity automatically printed at the start of each day In a similar scenario you could schedule a report that contains data for Last Week to print every Monday morning at 10 00 A M This would allow you to review a printed report of data for the previous week without even starting Monitor ICR You can use the job scheduler to schedule jobs on a daily weekly or monthly basis In each case you can specify the exact time that the job will run The job scheduler works with both historical and real time reports As described in the previous examples the job scheduler is particularly useful in printing historical reports that use relative dates However you can also print real time reports through the job scheduler Real time reports printed in this manner contain
81. want to freeze the real time graph in its current state in order to print it or you might want to simply keep the graph displayed the way it is while you further investigate the condition e I oD O WO m o d2 94 Reporting Basics alt Pause ca Resume See also You might also want to pause screen refreshing while you are working with the Definition Editor the Threshold Editor or the DrillDown Editor This ensures that the function you are working with for example the Definition Editor is not interrupted by the real time refreshing of the screen To pause the real time refreshing of the screen click the Pause button in the Monitor ICR tool bar To enable the real time refreshing of the screen click the Resume button For more information on the Threshold Editor and the DrillDown Editor see Chapter 4 Setting Thresholds and Drill Downs 4 5 Reconnecting to the Central Database If the Admin Workstation loses its connection to the ICR central database or the Distributor AW s local database a dialog box appears on the screen to inform you that the connection has been lost If this happens choose File Reconnect to reestablish the Admin Workstation s connection to the ICR central or Distributor AW local database At all other times the Reconnect option is not available The Admin Workstation can lose its connection to the central or local database if there are problems wit
82. 14 35014 35014 100 0 0 fioo 00z of 214 35014 35014 Co Daten a7 ETa Fong Fegan E A ETA Premi l Es persyc05_calls_offered_half_pie DateTime From lan 08 1997 08 00 AM To Wan 10 1997 11 59 PM Bellevue HelpDesk 24 Bellevue MidTier Boston HelpD esk Boston MidT ier You can also use the options of the Window menu to move between report windows and arrange reports on the screen The Windows menu provides the following options for working with more than one report on the screen Tile Horizontal Arranges all currently open windows within Monitor ICR horizontally on the screen The windows are sized evenly and fit within the Monitor ICR screen without overlapping Tile Vertical Arranges all currently open windows within Monitor ICR vertically on the screen The windows are sized evenly and fit within the Monitor ICR screen without overlapping Working with Reports 93 Layer Stacks all windows within Monitor ICR on top of each other Cascade Arranges all windows within Monitor ICR so that they overlap but each is still partially visible I 2 3 Lets you quickly change to a different report window The other options of the Window menu are described in the on line help system 4 4 5 Status Bar If you click on a bar in a graph style report a message appe
83. 16 268 peripheral service 268 peripheral service 250 251 254 257 260 262 265 266 route 272 273 276 279 281 service array 206 within service level enterprise service 198 peripheral service 250 route 272 Absolute time 80 ACD See Automatic Call Distributor ACD CDN 33 ACD DN 33 Admin Workstation client 39 distributor 39 monitor only 40 overview 32 36 Administrator 41 Agent s activity 22 129 319 activity reports 158 166 174 225 distribution 43 logout status 157 165 173 223 out calls enterprise skill group 189 191 peripheral skill group 240 242 performance 130 performance reports 160 168 176 22 peripheral specific terminology 33 34 relation to skill groups 25 reporting 43 128 enabling 43 state mapping Alcatel 4400 140 Aspect CallCenter 137 DEFINITY ECS 137 Ericsson ACP1000 140 NEC NEAX 2400 140 Nortel Meridian 137 Rockwell Galaxy 139 Rockwell Spectrum 139 Siemens Hicom 300E 139 Siemens Rolm 9751 CBX 139 State trace 44 state trace report 224 States 132 status 129 status reports 155 156 163 164 V7 2 22 1 222 tables 128 team 27 time allocations 132 tracking 44 agteam01_agent_status_by_position 155 agteam02_agent_status_by_skillgroup 156 agteam03_logout_status_by_team 157 agteam04_daily_agent_activity 158 agteam05_agent_daily_perf 160 320 Index agtperO1_agent_status_by_position 163 agtper02_agent_status_by_skillgroup
84. 2 04 11 48 54 1999 02 04 09 03 34 UNKNOWN UNKNOWN 1999 02 04 11 49 02 i i Patrick Morin 1999 02 04 09 03 34 UNKNOWN UNKNOWN 1999 02 04 11 48 56 222 Template Reference peragt02_ agent_status_by_skillgroup Description This template generates a real time grid report that details the current status of selected agents Database Table Agent_Skill_Group_Real_Time Data Agent name The first and last name of the agent Skill group The name of the ICR skill group to which the agent belongs Logon date and time The date and time that the agent logged on Current state The current state of the agent Logged Off Logged On Ready Not Ready Work Ready Work Not Ready Talking Busy Other Reserved Unknown Calls on Hold Last state change The date and time that the agent s state last changed Reason A code received from the peripheral that indicates the reason for the agent s last state change Example ae Agent Skill Group Status 1999 02 04 Page 1 of 1 Lawrence McNeil Simulator PG_1 TechExperts Real Time and Historical Templates 223 peragt03_logout_status_by_agent Description This template generates a historical grid report that shows logon and logout status on an agent by agent basis Database Table Agent_Logout Data Agent name The first and last name of the agent Agent enterprise name The last name and first initial of the agent and the peripheral with which the agent is associated Logon
85. 231 46 perskg01_status_ _graph 233 perskg02_status_grid 234 perskg03_status_ _graph 236 perskg04_status_grid_to5 237 perskg05_utilization_graph 239 perskg06_halfhour_aht_grid 240 perskg07_daily_aht_grid 242 perskg08_halfhour_perform_grid 244 perskg09_normalized_agt_state 246 perskg10_forecast_agents_status_grid 247 persvcO1_queue_delay_status 248 persvcQ2_calls_status 249 persvc03_effect_of_aband_on_ servicelevel 250 persvc04_calls_trend_analysis 251 persvcO05_calls_offered_half_pie 252 persvc06_serv_level_monitor_graph 253 persvc07_now_to5_grid 254 persvc08_gate_realtime_status_grid 256 258 persvcl1_calls_analysis_daywise 259 persvc12_calls_analysis_half_hour 261 persvc13_calls_offered_daywise_ graph 263 persvcl4_calls_handled_daywise_ graph 264 persvc15_calls_abandoned_daywise_ graph 265 persvc16_calls_history_daywise_ graph 266 persvcl7_calls_offered_half_hour 267 Index 325 persvc18_gate_half_hourly_status_ grid 268 Post Routing 21 22 Preferences dialog box 102 Pre Routing 21 Primary Position Manned enterprise service 204 217 peripheral service 269 Print button 72 job changing 122 deleting 123 details 121 interpreting log files 124 log file 123 multiple 121 scheduling 118 119 submitting 122 orientation 94 Print Server for ICR 118 Printer changing settings 94 setup 94 95 Printer setup 119 Printing reports 94 96 automatically 117 specifying dates and ti
86. 270 routes02_calls_status 271 routes03_effect_of _aban_on_ servicelevel 272 routes04_calls_trend_analysis 273 routesO5_calls_offered_half_pie 274 routes06_serv_level_monitor_graph 275 routesO7_now_to5_ grid 276 routes11_calls_analysis_daywise 278 routes12_calls_analysis_half_hour 280 Routing client 30 label 20 30 and Post Routing 21 request 20 21 scripts 22 41 server 21 Routing client 21 31 templates 282 rteclil 1_status_by_five_minutes 282 ae Save Settings now option 98 on exit option 99 Workspace on Exit 98 button 72 Save Rows As dialog box 101 Saving drill down reports 115 reports 86 Schedule Link 31 Scheduled jobs changing 122 deleting 123 Scheduling print jobs 118 22 119 schimp01_name_time_numbers 283 Scope options for reports 78 Screen refresh enabling 94 pausing 93 Secondary routing decisions 21 Select Report dialog box 96 Service 24 peripheral terminology 33 34 Service level enterprise service 199 201 203 208 209 peripheral service 251 253 255 257 259 261 route 273 275 277 278 280 service array 207 with abandoned calls enterprise service 198 peripheral service 250 route 272 without abandoned calls enterprise service 198 peripheral service 250 route 272 Service Level enterprise service 205 216 peripheral service 268 Service_Half_Hour table 50 Service_Real_Time table 50 Setting thresholds 107 10 Show Text option 72 Shu
87. 61 peripheral skill group 247 route 270 276 278 280 service array 206 handle time enterprise service 202 208 209 enterprise skill group 189 191 peripheral service 254 259 261 peripheral skill group 240 242 route 276 278 280 service array 206 speed of answer enterprise service 196 202 204 208 209 216 peripheral service 268 peripheral service 248 254 256 259 261 route 270 276 278 280 service array 206 talk time enterprise service 202 enterprise skill group 189 191 peripheral service 255 peripheral skill group 240 242 route 277 service array 206 wrap up time enterprise skill group 189 191 peripheral skill group 240 242 B Background report color 103 Base skill groups 26 32 79 Business entities 80 Busy other state number of agents in enterprise service 204 217 enterprise skill group 183 peripheral service 269 peripheral skill group 235 percent of agents in enterprise skill group 184 peripheral skill group 235 percent of time spent in enterprise skill group 187 peripheral skill group 238 time spent in 136 peripheral service 256 Buttons toolbar 72 _C Call activity 22 detail records 40 flow 20 internal 21 routing script 22 transfers 21 Call type 31 180 error count 180 templates 180 181 Calling Line ID CLID 21 Calls held enterprise service 204 peripheral service 256 in progress Galaxy specific report 231 in queue ent
88. A switch such as an ACD PBX or VRU that receives calls that have been routed by the ICR Peripheral Gateway PG The computer and process within the ICR system that communicates directly with the ACD PBX or VRU at the call center The Peripheral Gateway reads status information from the peripheral and sends it to the Central Controller In a private network configuration the Peripheral Gateway sends routing requests to the Central Controller and receives routing information in return Peripheral Interface Manager PIM The GEOTEL proprietary interface between a peripheral and the Peripheral Gateway PG Peripheral service A service that is tied to a specific peripheral ACD PBX or VRU in the call center enterprise Peripheral services typically identify a type of processing that the caller requires For example a peripheral might have services defined for Sales Technical Support or New Accounts See also Service Peripheral skill group A skill group that is associated with a specific peripheral ACD PBX or VRU in the call center enterprise For example a single peripheral might have skill groups defined for agents who can handle technical questions or who can speak Spanish See also Skill group Peripheral target A combination of a trunk group and a DNIS value A peripheral target is associated with a service skill group or agent at a peripheral Each peripheral target is also associated with a route that can b
89. C Balance _As fl Balance_G C Balance _Gl__ GalSims 182 Template Reference enitskg01_status graph Description This template generates a real time stacked bar graph that shows the number of active agents from selected enterprise skill groups who are currently in any of four agent states Database Table Skill_Group_Real_Time Data Agents available The number of agents who are in the Available state that is not occupied with any call activity and ready to accept calls Agents idle The number of agents who are logged on not involved in a call or after call work and are not available to receive a call Agents talking The number of agents who are involved in a call inbound outbound or internal Agents in wrap up The number of agents who are involved in after call work After call work includes activities such as completing necessary paperwork or consulting work Example Enterprise SkillGroup Status Info Sec Info Pn Info HelpDesk Sec HelpDesk Pri Available Idle Wrapup The total number of all agents in these four states is the number of agents Logged On Real Time and Historical Templates 183 entskg02_ status _ grid Description This template generates a real time grid that shows the number of agents from selected enterprise skill groups who are signed on how these agents break down numerically into nine states and how they break down on a percentage basis into five states A total
90. Cisco ICM Software Supervisor Guide ICM Software Version 4 5 Corporate Headquarters Cisco Systems Inc 170 West Tasman Drive San J ose CA 95134 1706 USA http Awww cisco com Tel 408 526 4000 800 553 NETS 64387 Fax 408 526 4100 Customer Order Number DOC 7811588 Text Part Number 78 11588 01 THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE ALL STATEMENTS INFORMATION AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND EXPRESS OR IMPLIED USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY The following information is for FCC compliance of Class A devices This equipment has been tested and found to comply with the limits for a Class A digital device pursuant to part 15 of the FCC rules These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment This equipment generates uses and can radiate radio frequency energy and if not installed and used in accordance with the instruction manual may cause harmful
91. D Controlled Directory Number ACD CDN Skill Group Agent group Skill group or hunt ACD group ACD DN group Agent Agent Agent Agent Agent Trunk Group Trunk group Trunk group None Route ae Trunk Instrument Trunk None Member of route Q Peripheral Trunk group Trunk group and Primary or Trunk group and Target and DNIS DNIS supplementary DNIS ACD DN Without Customer Controlled Routing CCR one or more services map to an ACD DN With CCR one or more services map to an ACD CDN If Expert Agent Selection EAS is configured a skill group maps to an ECS skill group otherwise it maps to a hunt group One network trunk group and one associated trunk group are defined for each DMS 100 ACD A CallCenter instrument can be a trunk a teleset or a workstation The CallCenter maps a trunk group and DNIS to a Call Control Table CCT The DEFINITY ECS uses the trunk group and DNIS for incoming calls It uses the VDN extension for other calls A DNIS can refer to either a VDN extension or hunt group extension 34 Overview Table 2 Rockwell and Siemens ICR Terminology Mapping GEOTEL Rockwell Rockwell Siemens HICOM Siemens Rolm ICR Spectrum Galaxy 300E 9006 9751 CBX 9005 Service Application Gate ACD Routing Table Pilot Number ART associated with ART Skill Group Agent group Primary ACD Group ACD Group secondary and tertiary groups for a gate Agent Agent Agent Agent Agent Trunk Trunk group T
92. D e D U D t D The percent utilization is computed by dividing the total time agents spent handling calls by the total time agents were ready to handle calls The percent utilization is expressed as a percentage value for the individual skill group The formula used is as follows TalkTime WorkReadyTime WorkNotReadyTime LoggedOnTime NotReadyTime Percent utilization is measured since the end of the last five minute or the last half hour interval Consequently percent utilization data are stored in the skill group five minute and half hour tables 7 1 3 Call Handling The ICR tracks categories of data related to the calls handled by each skill group A call is counted as handled when it is finished Calls handled The number of offered calls handled by the skill group during an interval A call is counted as handled when the call is finished Number of agent out calls The number of outbound calls made by the skill group s agents 128 Available Data 7 2 Agent Data 7 2 1 With GEOTEL A gent Reporting enabled the ICR tracks data for the agents within the call center enterprise An agent is anyone who can answer incoming phone calls In a more precise way a peripheral agent is an agent who is associated with a particular peripheral ACD PBX in the call center enterprise A peripheral agent can be a member of one or more skill groups Some peripheral types limit each agent to one skill group
93. FastLink FastPAD IOS IP TV IPX LightStream LightS witch MICA NetRanger Post Routing Pre Routing Registrar StrataView Plus Stratm SwitchProbe TeleRouter are registered trademarks of Cisco Systems Inc or its affiliates in the U S and certain other countries All other brands names or trademarks mentioned in this document website are the property of their respective owners The use of the word partner does not imply a partnership relationship between Cisco and any of its resellers OO08R Cisco ICM Software Supervisor Guide Copyright 1995 2001 Cisco Systems Inc All rights reserved Contents Bd e eee A PEE EE Ere eee eee er E ET Per T A MPCE PDE MECET ECE REPRE rer rer errr xiii PUMOS G oroe a e aueats xiii PIGS A CS eadeno a a xiii Organizat oM pena a ENa i xiii TYPOGOraphic GONVENONS casei N Xiv Other PPUDII CAM ONS ores fancses tert aortas aea XV 1 OVO EVI OW cies occas ani naan sens use ceseucueecoucecenecusecanscadudonsdosedorunecetene 17 1 1 What is the Intelligent Call Router ccccetseeccseeeeeeeeeeeeeeneeeeeeeeeeeeneees 18 1 1 1 Where Does the ICR Fit In ce cceeeceeceseeeessesseeeseeseeeens 19 tkz CalliROUUnG xtcsek dee cet aoe lee hese een eee tele eae 20 Vedat Pe AOU asrine e muney ulus EIE NEEE 21 tta FPOSPROUUNO sarioa ar EE 21 TLS EMerpisSe C Tharsis a a a Alicia Santen 21 kG Call Routing SCHDIS enuanta ease letersi 22 leave JREPOMING ane Monitoring siirros ennea 22
94. Hierarchy As shown in Figure 4 you can group services and skill groups to create enterprise services and enterprise skill groups These are simply collections of services and skill groups that span call centers A peripheral service is a service that is tied to a specific ACD or PBX You might have several Sales peripheral services Each Sales peripheral service is tied to or associated with a specific peripheral somewhere in the call center enterprise The Sales services can be logically grouped The Call Center Enterprise 25 across peripherals to form an enterprise Sales service Figure 5 shows the relationship between enterprise and peripheral services Enterprise Services Sales Technical Support Information Services g Peripheral Services g b gt Na Da To Nee T 7 vy A 4 d yX __ Boston Sales E a S Boston Tech Support oy Boston Info Services ACD Denver Sales Denver Tech Support Denver Info Services e Dallas Sales Dallas Tech Support TA ACD Pallas Info Services s lt ap lt D These peripheral services are logically combined to form the enterprise service Sales Figure 5 Enterprise and Peripheral Services Peripheral services typically include a number of skill groups each of which can be set up to handle specific types of calls For exa
95. ICE Altay Data cdiscerscteni cette a ESEA 147 129 ROUTE Datlaesa a aa a A a a 148 Teele SENCE keVvohkasse na A 149 110 Penph ral Data ssis a aaa 149 7 11 Application Gateway Data cccccsssssssseeesesessseeeseeesseeeseeenseeeesees 150 TN 2 Call Type D Ae vecccseeceeccicayasecte iii tec sciiewucteaeeteaveeieiaceeetecseareaseideedst 151 7 13 Routing Client Data ccsicidcccsiccvetessiececeedeadettvecieazedssnasciecidseeenccieeetscdieis 151 1 14 Schedule Import Dala nri aaa aaa aa auaa 152 Template Reference ccccssccssscsesseeseecnseeeeseeseeeneeonseeeseens 153 8 1 Real Time and Historical Templates cccccsssseeesesseeeeeenseeseenseeees 154 agteam01_agent_status_by_position oooannnnooennneenennnnnnnnnnnnnesnennnne 155 agteam02_agent_status by_SKkIIIQrOUP ccccceeeeeeeeeeeeeeeeeeeeneeeeees 156 agteam03_ logout _statuS Dy t QM cc cccececcecceeeeeceeeeeeseeeeeeeeeaees 157 agteam04 daily agent _ACtIVItY ce ececcccccseseeeeeeeeeeeeeeeeeseeeeeeeseaeeeees 158 agteam05_agent_daily sOGtE fisssetvcncescsieetoi ed Aelvesdaevaner Te vlsodeischeeiasn tee 160 agtper01_agent_statUsS Dy POSITION cc eeecccceccseeeeeeeeeseeeeeeeeeaeeees 163 agtper02_agent_status by SKIIIQrOUD cee eeeeeeeeeeeeeeeeeeeeeeeeeeeeeees 164 agtper03_logout_status by peripheral cccccccsssseceeeeseeeeeeeeeneeeees 165 agtper04 daily aQent _ACTIVILY cc ccceccceccseeeeeeee
96. ICR passes route requests to a second ICR The first ICR called the Network ICR or NICR typically receives routing requests from a carrier network The NICR can either return a label itself or pass the route request to a second ICR called the Customer ICR or CICR Each CICR can processes all calls for one or more customers The CICR receives the route request runs its own routing scripts to determine the destination for the call and returns a routing label to the NICR The NICR then returns the label to the original carrier network This architecture lets a service provider perform simple routing within the NICR for some customers while providing full ICR functionality Gin a CICR for other customers See also For more information about Network ICR see the Network ICR Product Description 1 2 The Call Center Enterprise An Intelligent CallRouter treats a customer s multiple distributed call centers as a single enterprise You can think of the call center enterprise as an entire company or agency that spans many call centers The enterprise typically includes all call centers served by an ICR You can create different organizational entities within a call center enterprise For example you might organize distributed groups of agents into a shared resource pool that spans call centers You might also create entities that are tied to specific peripherals The term peripheral refers to the individual switch ACD PBX or VRU that di
97. J D jn D D gt O HelpDesk MidTier 214 Template Reference entsvc16_calls_history_daywise_graph Description This template generates a historical line graph that shows the daily history of calls for a single selected enterprise service This template is meant to be used with a single enterprise service only Database Table Service_ Half Hour Data Calls abandoned The number of calls for the day in which the caller hung up before being connected with an agent Calls handled The number of calls for the day that were answered and finished for the enterprise service Calls offered The total number of incoming calls and internal calls sent to the enterprise service for the day Calls are counted as offered as soon as they are sent to the enterprise service Example Enterprise Service History O 1995 02 23 1995 02 24 1995 02 25 1995 02 27 Abandon Real Time and Historical Templates 215 entsvc1 _calls_offered_half_ hour Description This template generates a historical overlapped bar graph that shows the half hour distribution of calls offered for selected enterprise services Database Table Service_ Half Hour Data Calls offered The total number of incoming calls and internal calls sent to the enterprise service for each half hour interval Calls are counted as offered as soon as they are sent to the enterprise service Example gt Untitled Enterprise Service Calls Offered
98. LL W DocPrinter on Nen BILLW T ecDoc on Nelt 2 Click on a printer to use for reports and perform one of the following steps Click on OK to save the printer settings and close the Printer Setup dialog box Click the Setup button to specify landscape printing for reports gt Toset up reports for landscape printing 1 Inthe Page Setup tab select the Landscape option a ABILLW4DocPrinter Document Properties 2a x Letter 7 Automatically Select H 2 Click OK to save your changes and dismiss the Document Properties dialog box 3 Click OK again to close the Printer Setup dialog box You can also use the Document Properties window to choose form type color or black and white printing and number of copies To get more information on printing options click the Help button in the Document Properties box a J D O O S gt amp WO D 2 O ep 96 Reporting Basics 4 7 Printing Reports i Print Note 4 7 1 You can print reports that are displayed on the Monitor ICR screen First display the report and make it the active current window Then choose File Print from the Monitor ICR menu or click the Print button in the toolbar The report is sent to the printer A dialog box appears to inform you that the report is printing Print reports using landscape paper orientation to ensure that all data and graphic elements fit properly on the pages See the previous se
99. Number of agents available Number of agents talking The time agents spend in particular call handling states The ICR also collects information about calls coming into the call centers such as Number of calls in progress Number of calls handled and finished How calls were routed How long callers were on hold The Call Center Enterprise 23 Although this management data is essential to call routing it is also important for monitoring and reporting on agent and agent group performance The ICR stores the management data in industry standard historical and real time relational databases The Intelligent CallRouter provides many ways for you to analyze trends and gauge service levels using real time and historical management data The main ICR reporting tool called Monitor ICR allows you to generate many types of reports on agent and call activity Monitor ICR is described in more detail later in this chapter 1 1 8 Network ICR GEOTEL Network ICR is the carrier class version of the Intelligent CallRouter It allows a network service provider to offer virtual call center services to its customers The Network ICR functions much like a Service Control Point SCP by distributing incoming calls to individual network service customers based on the number dialed the call s point of origin and caller entered digits s lt D lt D The Network ICR product uses a two tiered architecture in which one
100. Only saved report definitions CMB files can be displayed at startup To set up Monitor ICR for automatic report display 1 Open the TUTOR CMB report 2 Choose Edit Shuffle Mode and adjust the report to appear the way you want it displayed at startup For example you may want to enlarge the real time graph in the report 3 When you are satisfied with the appearance of the report choose Edit Shuffle Mode again to disable shuffle mode 4 Choose Options Save Settings Now This saves the current screen settings and component positions Make sure that Options Save Settings on Exit is not selected when you exit from Monitor ICR otherwise the settings you have saved will be overwritten To test the startup settings Choose File gt Exit to end the current Monitor ICR session Then double click on the Monitor ICR icon to restart the application The report is displayed automatically To return to default display mode 1 Start Monitor ICR 2 Choose File gt Close to close the TUTOR CMB report 3 Choose Options Save Settings Now 4 Ensure that Options Save Settings on Exit is deselected when you exit from Monitor ICR The report you created in this chapter used some of the major features of Monitor ICR However Monitor ICR has other features that can help you manage your call center enterprise data Chapter 4 Reporting Basics provides more details on the Monitor ICR interface and several other rep
101. QWI ec ccsessecceccceeeeeeeeeeeeeeeeeeeeeeaseeessesanseeees 242 perskg08 halfhour Perform OS id cccccccseeececeseeeceeceeeeeeeeeeeeessaeeeees 244 perskgO9 normalized agt_ State ecccccccccssececeeeeeseeeeesseeeeseeeeesanees 246 perskg10_ forecast_agentS StatUS OS id cecccceececseeeceeeeeeeeeeesaeees 247 persvc01 Queue delay Status recica ia 248 DEIrSVEOZ2 CallS SIAWWIS sztuaciiet ease ue eine hcl AA ks eae es ose lees 249 persvc03_effect_of_aban_On_ServiCelevel cccccecessseeceeeeeeeeeeeeees 250 persvc04 cCallS_ trend _AnalySIS cccccccccsssccceceseeeeseeeesceeeeeesaeeeeeeas 251 persvc05_ calls offered half_pie cc eccccceeecceeeeseeeeeseeeeeesaeeeeeens 252 persvc06_serv_level_ MONItOr Graph cccceeccccseeeeceeeeeteeeeseeeeesaeees 253 DeEISVCO7 INOW 2100 ON sitive tates n oe ety aacda eee 254 persvc08 gate realtime StatUS OLid ce eeccceesececeseeeseeesaeeeeeaaeees 256 persvcO9_ forecast_aht_Offer_QLid ou eeccccceececseececeeseeeeeeeeseeeeesaaees 258 persvc11_ callS analySiS GAYWISE cccccseseccecesseceeceeeeeseeeeesseeeeees 259 Contents ix O persvc12_ calls analysis Nalf_ Our seessssseeeeeeeeeeeeeeeeeeeeeeeaeees 261 L persvc13_calls_offered_daywise_graph seeeseseeeeeeeeeeereeiererrerereen 263 zj persvc14_calls_handled_daywise_graph ccccceccecseeeeeeeeeeeeeeeeees 264 persvc15_calls_abandoned_day
102. R Job Scheduler window click the New button The Job Details dialog box appears 0 gt o QO gD Q cC J Ke J O O ms T 2 Enter information in this window using the following guidelines Time Enter the time that you want the job to print Highlight the hours and the minutes and use the up and down arrows to increment the numbers The time is based on a 24 hour clock For example 15 00 is 3 00 P M 8 00 is 8 00 A M Occurs Choose how often you want the report to print Every Executes the print job on the days indicated in the Day Date field After the job executes leave the job schedule unchanged so that the job executes again each time the day or date occurs again Next Executes the print job once for each day indicated in the Day Date field After the job executes remove the current day or date from the job schedule When no more values remain for Day Date remove the job from the schedule Today Tomorrow Executes the job the next time the indicated Time occurs which is either later today or tomorrow If you choose Today Tomorrow the Day Date field is ignored Day Date Scroll through the list and choose the days Monday through Sunday and dates 1 through 31 on which you want the report to print You can single click on one or more items to select and deselect them The Day Date option is not available when you choose Today Tomorrow Command Select PrintRpt Parameters En
103. Reporting Basics 4 3 4 defined in the ICR system You can scroll down in the list to view additional items You have several options for selecting items from this list To select a single item click on it To select more items press the CTRL key and click on the items To select a range of items click on the first item in the range Press SHIFT and click on the last item in the range To select or deselect all items in the list click the Select All button Templates The Templates tab contains the predefined real time and historical templates and any templates you created with the ICR Custom Screen Builder The templates you select here specify the type of report and the types of data you want to view For example if you selected a peripheral service as a report item you could select the persvcO1_queue_delay_status template to view the call queue status for that peripheral service E persvcO1_queue_delay_status Bar graph of time in seconds for delays in queue longest call in queue and ASA over last 5 minutes Click on a template name in the list to select it If necessary use the scroll bar to view additional templates To select multiple templates from one list hold the CTRL key as you click on each template If you select a single template such as a real time graph the report will contain one real time graph component If you select multiple templates for example two real time graphs and a hi
104. S af ge Agent Call Cente Center ng speaking pre e a aek FA Ea pyesta i A o OOO CO iterature ae gee FEA E Expert f Figure 1 ICR Call Routing What happens if several callers require the services of a specialized agent For example you might have several callers who need the assistance of a financial planner This type of specialized agent may not always be immediately available at one call center However since the Intelligent CallRouter is aware of the status of the entire enterprise it can quickly find financial planners at other call centers and route the calls accordingly What is the Intelligent CallRouter 19 1 1 1 Where Does the ICR Fit In The Intelligent CallRouter works directly with call centers and the interexchange carrier XC that supplies the toll free service The IXC is a long distance telephone company that offers toll free call routing services Figure 2 shows how the Intelligent CallRouter operates between the IXC network and distributed call centers Intelligent CallRouter Service Control Point s lt ap lt D Public Switched Network Toll Free Callers Figure 2 Intelligent CallRouter Overview The IXC signaling network controls how calls are routed in the public switched network In addition to connecting to the signaling network the ICR has data connections to each call center peripheral A peripheral may be an Auto
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106. Seconds Avg Delay Expected De Longest Cal Real Time and Historical Templates 249 persvc02 calls_status Description This template generates a real time stacked bar graph that displays the number of calls on which agents are talking and the number of calls in queue for selected peripheral services Database Table Service _Real_ Time Data Calls talking The number of calls to the peripheral service on which agents are currently talking Calls in queue The number of calls to the peripheral service that are in queue at the peripheral now Example Peripheral Service Status Bellevue Proactive Bellevue PremiuunSales Bellevue NewMarkets 9u 1 Y ejdw L g Calls Talking Calls In Queue 250 Template Reference persvc03_effect_of_aban_on_servicelevel See also Description This template generates a real time grid that shows the effect of abandoned calls on the service levels of selected peripheral services This grid also provides a summary row that totals or averages the data in each column for all services listed in the grid Database Table Service _Real_Time Data Calls offered The total number of incoming calls and internal calls sent to the peripheral service Calls are counted as offered as soon as they are sent to the peripheral service Calls handled The number of calls answered and finished for the peripheral service Calls abandoned The number of calls in which
107. See Real time distributor DMP See Device Management Protocol DN See Dialed Number DNIS See Dialed Number Identification Service DNIS Override label A routing label that is sent to the routing client along with a DNIS value The routing client passes that DNIS value with the call to the destination indicated by the label DTP See DDSN Transfer Protocol Duplexed An arrangement in which two duplicate physical devices act as a single logical device If one of the physical devices fails the system continues to run normally by using the remaining physical device See also Simplexed EAS See Expert Agent Selection EMS See Event Management Service Enterprise An entire company or agency possibly spanning many call centers Enterprise refers to the set of call centers served by an ICR Enterprise Agent See GEOTEL Enterprise Agent Enterprise name A character string name commonly used to identify an object in the ICR database An enterprise name must be unique among all objects of a specific type For example each service must have an enterprise name that 1s unique among all services An enterprise name can be up to 32 characters The valid characters are upper case and lower case letters digits periods and underlines _ The first character of the name must be a letter or digit Enterprise service A collection of services typically from several call centers While each individual service is tied to a specific
108. Serv 266 Template Reference persvc16_calls_history_daywise_graph Description This template generates a historical line graph that shows the history of calls for a single selected peripheral service This template is meant to be used with a single peripheral service only Database Table Service_ Half Hour Data Calls abandoned The number of calls for the day in which callers hung up before being connected with an agent Calls handled The number of calls for the day that were answered and finished for the peripheral service Calls offered The total number of incoming calls and internal calls sent to the peripheral service for the day Calls are counted as offered as soon as they are sent to the peripheral service Example Fauntitied x Peripheral Service History 4 1997 01 02 1997 01 03 1997 01 04 Abandon Real Time and Historical Templates 267 persvc1 _calls_offered_half_hour Description This template generates a historical overlapped bar graph that shows the number of calls offered across selected peripheral services in half hour samples Database Table Service _Half Hour Data Calls offered The total number of incoming calls and internal calls sent to the peripheral service for each half hour interval Calls are counted as offered as soon as they are sent to the peripheral service Example Peripheral Service Calls Offered go D 3 O t D JJ D jn D
109. Talking Other Agents in these states are counted as Talking Other if the DN line was the last line active gt On ACDs that are not using the Aspect Event Link the MSG state maps to Busy Other Table 12 Agent State Terminology Rockwell and Siemens Logged On Logged Off Ready Not Ready Available Talking In Talking Out Talking Other Work Ready Agent States and Time Allocations Table 12 shows the ICR agent state terms and how they correspond to the terms used by Rockwell and Siemens Rockwell Galaxy Plugged Unplugged Pugged In Break Break Available Calls currently in progress Out Call N A Call work Overflow call work Rockwell Spectrum Signed Off Any state in which the available console lamp is lit Any state in which the available console lamp is not lit Available Busy with inbound call on ACD Line 1 Busy with inbound call on ACD Line 1 Busy on position call or supervisor assist Call work and available console lamp lit Siemens HICOM 300E Logged On Logged Off Logged On Unavailable Available ACD Incoming Non ACD Outgoing Non ACD Incoming Non ACD Internal Work Siemens Rolm 9751 CBX Unavailable Available ACD In Non ACD Inc Non ACD Out Non ACD Int Logged Off Available Unavailable Available ACD Incoming Non ACD Outgoing Non ACD Incoming Non ACD Internal Available W ork contin
110. Teds NEWORK ICR ensaiar on es a Nate acu a Eee 23 1 2 The Call Center Enterprise cccccssssssecccssssseesescensseesseeenssessseeesseees 23 1 2 1 Services and Skill Groups c cc cceeccceccseeeeeeeeeseeeeseeeeesaeeseeeeeeeas 24 1 2 2 Agents and Agent TCams cccccccsseeeeccesseeeeeaeeeeeeseeeeesaaeeeeens 27 1 2 3 Trunk and Network Trunk GroupS ccceeeeeeeeeeeeeeeaeeeeeeeeees 27 T24 SCV IC SUA AN Sac cet Gace aa pan 28 VZo ROUS oaaao ease teeter eeanaties baka Sane decease 29 1 2 6 Other Parts of the Enterprise ccccccceecseeseeeesseeeeeeeeeneeeees 30 1 3 Peripheral Specific TerminOloQ ccccccceesseeeeeeeeseeeeeeeeeeeeeeeeeeeneees 32 2 The Admin Workstation cccccssccssceesceseeeeseeseensseesseneseaes 37 2 1 The GEOTEL Admin Workstation Group ccccccsssseeeseesssseesseenseesees 38 2 2 Distributor and Client Admin Workstations cccccccssssseseseesseeeeees 39 2 2 1 Real Time and Historical Data ceceseseeeeeeeeseeeeeensanseeees 40 2 2 2 Historical Database Server HDS cseeeeeceeeeeeeeeeeeeeaeeeeees 40 O iq wn IV Contents 2 2 3 Monitor Only AW 226c saa ieee eee ate 40 2 24 Admin Workstation USerS n a a 41 2 2 5 Open Database Architecture ccccccccccceeecessseeeeeeeeeeesseeeeeees 41 2 3 Monitor ICR Reporting ssnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn
111. Time ATT The average talk time for calls handled by the enterprise service during the half hour interval Answer Wait Time AWT Sum of answer wait time for all calls offered to the enterprise service during the half hour interval Average Handle Time AHT Average handle time for the enterprise service for the half hour interval Handle time includes time agent spend in the Talking In Hold Work Ready and Work Not Ready States Calls Abandoned Half Hour and Today Nca The number and percentage of calls in which the caller hung up before being connected with an agent Real Time and Historical Templates 21 7 Average Seconds for Abandoned Calls ASB The average seconds of delay time for all calls to the enterprise service that were abandoned in queue during the half hour interval Primary Position Manned PPM The number of agents for the enterprise service who were logged on to their primary assignment gate during the interval also referred to as the agent s primary position Occupancy OCC Total time in seconds that agents for the enterprise service were logged on during the half hour interval Percentage of available agents AVI The percentage of agents for the enterprise service who were in the Available state at the end of the half hour interval Percentage agents talking TLK The percentage of agents for the enterprise service who were in the Talking In state at the end of the half hour interval
112. Us into a service array you can send calls to a single target the service array and let the network deliver the call to any one of the peripheral services that make up the service array The members of a service array are defined in the Service Array Member table Data for service arrays are stored in the 148 Available Data See also Service_Real_Time and Service_Half_Hour tables To arrive at daily values the ICR sums the Service_Half_Hour rows for each day The ICR tracks the same types of data for service arrays as it does for services For service arrays the ICR tracks the following types of data Call counts Service levels Queues and delays Call handling states Time allocations For descriptions of the specific data tracked for service arrays see the Peripheral Services Data section earlier in this chapter 7 9 Route Data See also The data that the ICR collects for routes are very similar to the data collected for services A route is a value returned by a routing script that maps to a skill target at a peripheral A skill target at a peripheral might be a service skill group an agent or a translation route A route can be thought of more simply as the final destination to which a call is directed after the ICR has made its routing decisions Each skill target for example an agent can have one or more routes In addition to pointing to a specific skill target each route is also associated w
113. Work Ready Time The time agents spend in the Work Ready state Also rolled into the general category of Handle Time Work Not Ready Time The time agents spend in the Work Not Ready state Also rolled into the general category of Handle Time Not Ready Time The time agents spend in the Not Ready state Handle Time The time agents spend in the Talking In Hold Work Ready and Work Not Ready states Handle time does not include the time agents spend in the Talking Out or Talking Other states Logged On Time The time that an agent was Logged On Not Ready Time and Logged On Time are not explicitly displayed in Monitor ICR reports However they are used in calculating other data such as Percent Utilization of agents See Percent Utilization later in this section for an example of how Not Ready time and Logged On Time are used to calculate overall agent utilization Agent States and Time Allocations 137 7 3 2 ICR Agent State Mapping To Peripherals The ICR uses certain terms to describe the work states that agents move in and out of while handling customer calls Peripheral vendors use slightly different terms to describe these same states Table 11 shows the ICR agent state terms and how they correspond to the terms used by Aspect Lucent and Nortel Table 11 Agent State Terminology Aspect Lucent and Nortel GEOTEL Aspect ICR CallCenter Lucent DEFINITY ECS Nortel Meridian Logged On Signed On Logged_In Ma
114. _delay_status Hones ETT ales Monitor ICR has rules that specify the groups of drill down templates that can be used in particular types of reports Chapter 4 Reporting Basics provides a list of the drill down rules and defaults 4 Click on the routes02_call_status template in the DrillDown Editor In this tutorial you are setting a drill down in order to view additional call status data for the routes associated with a peripheral service a O S D D gt JJ D O i 5 Click Apply to assign the drill down template to the Peripheral Services Queue Delay Status real time graph Don t close the DrillDown Editor yet You will be able to invoke the drill down routes template for each peripheral service in the graph In other words you can display a separate drill down report for each peripheral service listed in the graph 66 Creating a Report Now that you have added drill down capability to the real time graph you can do the same with the historical grid gt To add drill downs to the historical grid component 1 Click on Next The DrillDown Editor changes to reflect the route templates that can be added to the historical grid FA DrillDown Editor pers vc12_calls_analysis_half_hour 2 Click the routes12_calls_analysis_half_hour template in the DrillDown Editor 3 Click Apply to assign the drill down template to the Call Analysis chart 4 When you are fin
115. a snapshot of the current data Job Scheduler Printing Requirements Monitor ICR does not have to be running in order to print a scheduled report However the AW services as well as the ICR Print Server process must be running The necessary services and processes are typically always active at the Admin Workstation In addition the ICR Print Server may be started automatically when you log on to the AW Print Server startup options can be changed through the ICR Setup tool ICR Print Server If the ICR Print Server is not running any scheduled print jobs that execute are saved in a queue If you subsequently start the Print Server any queued jobs will then print To start the Print Server Double click its icon in the GEOTEL Admin Workstation group You can also use the Print Server to choose a specific printer on which to print your scheduled reports To choose a printer and set printing options 1 Once the Print Server is running double click its program icon to restore the ICR Print Server window 2 Choose File gt Printer Setup A Printer Setup dialog box appears ICR Job Scheduler 119 Click on a printer to use for reports 4 Optionally you can click on the Setup button to display a Document Properties dialog box and choose a form type to be used the paper orientation and number of copies Click the Help button in the Document Properties dialog box to find out more about these and other standard Windo
116. a report displayed choose Edit Definition The Definition Editor appears 2 Make the changes you want such as choosing different Items services skill groups etc or entering different dates and times Note You cannot make changes to the Category and Scope of the report If you want to change the Category and Scope of a report you should generate a new report through the template launcher 3 Click OK to save your changes The changes take effect immediately For example if you chose another template to include in the report that template is launched and appears in the report You must save the report in order to preserve the changes you made to the report definition gt To save changes in the report definition Choose File Save to save the changes in the same report definition file Optionally you can choose File gt Save As to save the report as a new report definition file You are required to enter a new file name 4 12 Deleting Report Definitions If you want to delete a report definition you need to know the report file name and the directory in which it is stored By default reports are stored in subdirectories under the custom directory The specific subdirectory depends on the data elements included in the report See Table 7 earlier in this chapter for more information on ICR custom subdirectories Warning Be sure that you want to delete the report definition file The DEL command is irrevers
117. abase Name Historical Central Database The name of the central database either sideA or sideB depending on which side of the duplexed ICR system is active Network AWs NICR and CICR AWs may have a customer specific prefix Local Database The name of the Distributor AW local database or host AW database This name is typically awdb However network AWs may have a customer specific prefix User Name Central Database The user name used by the ICR This name is typically sa Local Database The logon ID of the Admin Workstation user also typically sa Password Central Database The logon password used by the ICR Local Database The logon password of the Admin Workstation user User Information 105 4 14 1 Event Feed Warning The Event Feed Warning dialog box appears if there is a problem with data connectivity to either the Central Controller or the real time distributor Admin Workstation Rather than allowing Monitor ICR to continue running in which case reports may display inaccurate real time data the workstation displays the following warning message Event Feed Warning x ms gt If this warning appears follow these steps 1 Click OK in the Event Feed Warning dialog box to exit from Monitor ICR After a short time restart Monitor ICR In the Monitor ICR main window check the Controller Time An up to date Controller Time indicates that the real time feed 1s active and providin
118. abase tables store agent state and time allocation data Agent_Skill_ Group_Real_Time Stores real time data on the current state of each agent in a skill group For example the AgentState field provides the current state of the agent Logged Off Logged On Ready Not Ready Work Not Ready Work Ready Talking In Talking Out Talking Other Conference Agent_Skill_ Group_Half_Hour Stores historical data on the time agents spent in any of the call handling states For example the TalkInTimeToHalf field records the number of seconds that each agent in the skill group spent talking on inbound ACD calls during the half hour interval that is the time the agent spent in the Talking In state This table also provides other data such as AbandonHoldCallsToHalf which details the number of ACD calls that were abandoned while being held at an agent s position Skill_Group_Real_Time Tracks the number of agents for a skill group currently in any of several call handling states For example BusyOther provides the number of agents for the skill group who are currently busy on calls assigned to other skill groups This table also provides current agent time allocations for the skill group as a whole For example NotReadyTimeTo5 records the total seconds that agents in the skill group have been in the Not Ready state for the current five minute interval a gt lt D D e D U D t D Skill_Group_Five_Minute Tracks th
119. ady Agent Working Work Agent not ready After Call Wrap up Work Not Agent Work Not N A N A Ready Ready Busy Other N A Supported no NEC Other term Reserved N A Alerting N A Hold Busy All on hold N A 7 4 Service Data The Intelligent CallRouter tracks data for each peripheral service in the call center enterprise A service is a particular type of call processing the caller requires For example in a retail sales company s call center a caller might have a question about an account balance This caller might be directed to the Customer Accounts service B gt lt D D e D U D t D A peripheral service is a service that is tied to a specific peripheral ACD in the call center enterprise A single peripheral might have several services defined such as Sales Technical Support and Customer Accounts See also Chapter 1 Overview provides some examples of enterprise and peripheral services Peripheral service data are stored in the Service_Real_Time and Service_Half_Hour tables To arrive at daily values the ICR sums the Service_Half_Hour rows for each day 7 4 1 Call Counts The ICR tracks calls routed to and handled by each peripheral service Specifically the ICR records the following data on call counts both in real time and for each half hour interval Calls in progress The total number of calls in progress at the peripheral Calls routed The total number of calls routed to the servi
120. agent s state last changed Reason A code received from the peripheral that indicates the reason for the agent s last state change Example Agent Skill Group Status 1999 02 03 Agent Team Jj HelpDesk Page 1 of 2 Skill Group J Simulator_PG_1 TechExperts Agent Name stogon Date Time Armold 1999 02 03 14 10 08 Benson 1999 02 03 14 09 56 Chase 1999 02 03 14 10 06 Rogers 1999 02 03 14 09 54 Fennell 1999 02 03 14 10 02 Foss 1999 02 03 14 10 10 Curtis 1999 02 03 14 09 52 Lofton 1999 02 03 14 09 58 McNeil 1999 02 03 14 10 06 Harrison 1999 02 03 14 09 54 Smith 1999 02 03 14 09 50 1999 02 03 14 19 50 Real Time and Historical Templates 15 7 agteam03_logout_status_by_team Description This template generates a historical grid report that shows agent login and logout history for one or more selected agent teams over a specified time period Database Table Agent_Logout Data Agent enterprise name The last name and first initial of the agent and the ICR name of the peripheral with which the agent is associated Logon duration The number of seconds that the agent was logged on Logout date and time The ICR central controller date and time when the agent logged out Reason A code received from the peripheral that indicates the reason for the agent s last state change Example Untitled Agent Logout Status By Team 1999 02 03 1999 02 02 00 00 00 To Wi999 02 02 23 53 00 Agent Team HelpDesk Page 10
121. alf hour summary data accumulated by the ICR while you were creating the report gt Toretrieve the latest historical data 4 Click the Retrieve button The historical grid is updated with new Sone half hour summary data that has been collected by the ICR 3 6 Printing the Report E With the report displayed choose File Print or click the Print button in Print the tool bar The report is sent to the printer 3 Saving the Report At this point it s a good idea to save the report After you save the report you can open it again at any time without having to re launch the templates Within Monitor ICR reports are saved as report definitions which are files that specify the templates to be used to retrieve data Report definitions also specify other items that the report includes such as dates and times or the particular subjects of the report for example specific peripheral services or skill groups Report definitions can be opened at any time in Monitor ICR a O D gt JJ D O O ms 60 Creating a Report gt Hj Save See also Note To save the report definition 1 Choose File gt Save or click the Save button The Save Report Definition dialog box appears Save Report Definition 24x File name Folders Lo Vawcustomspersyc s cm c icrhaw custom persyvc Cancel Save file as type i Report Definition cmb z c Network Since you created a
122. all activity and ready to accept calls FTE talking The FTE value for the time agents are involved in a call inbound outbound or internal FTE in wrap up The FTE value for the time agents are involved in after call work FTE hold The FTE value for the time agents spent on hold during the current five minute interval Real Time and Historical Templates 187 FTE reserve The FTE value for the time agents are in the Reserved state The Reserved state is a state in which the agent is awaiting an interflowed call and is unavailable to receive any incoming calls This state applies to agents on Northern Telecom Meridian and Aspect CallCenter ACDs only FTE in busy other The FTE value for the time agents are in the Busy Other state that is busy in skill groups other than the one presently being examined An agent can be active in only one skill group at a time Therefore while active in one skill group the agent is considered by the other skill groups to be in the Busy Other state Percent agents idle The percentage of time that all agents in the enterprise skill group were idle that is logged on not involved in a call or after call work and not available to receive a call Idle is also called Not Ready Percent agents available The percentage of time that all agents in the enterprise skill group were not occupied with any call activity and were ready to accept calls Percent agents talking The percentage of time that al
123. also You can report on several types of data related to application gateways The GEOTEL Gateway feature allows the ICR to interface to a host system that is running another call center application The ICR uses the application gateway to query the host system and application in order to obtain information on which to base further routing decisions The Application Gateway is implemented via a node in the Script Editor For example you might create a routing script that contains an Application Gateway node For certain types of calls the script might follow a branch that leads to the Application Gateway node The ICR then queries the external application specified by the node to obtain additional data on how to route the call The ICR can then base any subsequent routing decisions on the results obtained from the query Network ICR systems NICRs typically have scripts that use ICR Gateway nodes The ICR Gateway node is a special type of Application Gateway The NICR scripts uses the ICR Gateway node to communicate with Customer ICRs CICRs For certain calls the NICR script follows a branch that leads to an ICR Gateway node The ICR then queries the CICR specified in the node to obtain data on how to route the call The NICR then bases subsequent routing decisions on the results obtained from the query The Intelligent CallRouter System Manager Guide describes the Script Editor Application and ICR Gateway nodes in more detail Applica
124. an agent s position This value is measured against the total time the agent was logged on during the interval Hold calls in The total number of completed inbound calls the agent placed on hold The value is incremented when the after call work associated with the call 1s completed Hold calls in average The average on hold time in seconds associated with inbound calls the agent placed on hold Hold calls in percent The percentage of hold time associated with inbound calls the agent placed on hold This value is measured against the total time the agent was logged on during the interval B gt lt D D e D U D t D Hold calls out The total number of completed outbound calls the agent placed on hold at least once The value is incremented when the after call work associated with the call is completed Hold calls out average The average on hold time in seconds associated with outbound calls the agent placed on hold Hold calls out percent The percentage of hold time associated with outbound calls the agent placed on hold This value is measured against the total time the agent was logged on during the interval Hold calls internal The total number of completed internal calls the agent placed on hold for the interval The value is incremented when the after call work associated with the call is completed Hold calls internal average The average on hold time associated with internal calls the agent placed on hold
125. arity with Microsoft TM e Windows applications and common tasks such as moving and resizing windows and using a mouse Organization Chapter 1 Overview Introduces the Intelligent CallRouter and the ICR call center enterprise Chapter 2 The Admin Workstation Introduces the Admin Workstation AW with a special emphasis on call center reporting and the Monitor ICR reporting application Chapter 3 Creating a Report Guides you through the process of creating a simple report using the predefined report templates of Monitor ICR Chapter 4 Reporting Basics Describes how to use the basic features of Monitor ICR Chapter 5 Setting Thresholds and Drill Downs Describes how to set threshold values and drill down templates in Monitor ICR reports XIV Preface Chapter 6 Scheduling Reports Describes how to schedule reports to print automatically by using the ICR Job Scheduler tool Chapter 7 Available Data Describes the most commonly used data available in the ICR databases Chapter 8 Template Reference Documents the predefined report templates that come with Monitor ICR Typographic Conventions This manual uses the following conventions Boldface type is used for emphasis for example Real time information is not stored in the central database Italic type indicates one of the following A newly introduced term for example A skill group is a colle
126. ars at the bottom left corner of the Monitor CR window describing what the bar represents and its current numerical value For example Bellevue Wewh arkets for Mar 11 95 1s 7120 00 You can use this feature to get a precise reading of a value in the graph or to differentiate the bars if you have trouble distinguishing their colors 4 4 6 Retrieving Historical Data Although Monitor ICR automatically updates real time data while you are viewing a report it does not automatically update the historical half hour data that is displayed While a historical report is displayed you can click the Retrieve button to update the report with new half hour AES data that has been collected by the ICR For example if you had a historical report displayed on the screen and you left your desk for an hour or so you would need to click the Retrieve button when you returned in order to display the latest half hour data Monitor ICR retrieves the latest half hour data from the ICR central database and updates the data displayed in the report 4 4 7 Pausing the Screen Refresh You can pause the real time refreshing of the Monitor ICR screen The Pause button allows you to prevent real time reports from being continually refreshed while you are working in Monitor ICR This feature is useful in several ways For example say you are viewing a real time graph and you notice that an unusual number of calls are being offered to a particular service You might
127. as the red threshold and press TAB Tab down to the Longest Call yellow threshold field You do not have to set a threshold for the Expected Delay attribute The Expected Delay is the ICR s predicted delay for a new call added to the service queue Set the thresholds for Longest Call and Average Speed of Answer ASA as you did for Avg Delay Enter the values as shown FA Threshold Editor persycO1_queue_delay_status Threshold vgDelay S J 15 Click on Apply Don t close the Threshold Editor yet Setting Thresholds 63 The thresholds you just set will have the following effects possibly immediately depending on the values in the graph When the Average Delay in Queue is greater than or equal to 15 seconds the Avg Delay bar in the real time graph will turn yellow indicating a first level warning The first level warning yellow 1s intended to inform you when a count or value is approaching an unacceptable level When the Average Delay in Queue is greater than or equal to 25 seconds the bar in the graph will turn red indicating a more serious condition This indicates that for the affected peripheral services the Average Delay in Queue has reached an unacceptable level When the Longest Call Waiting in Queue is greater than or equal to 30 seconds but less than 45 seconds the Longest Call bar in the graph will turn yellow indicating that the 30 second delay is approaching an unacceptable level If that nu
128. at agents spend in the Not Ready and Busy Other states Average Speed of Answer Asa The average time that all calls offered to the gate during the current five minute interval waited before being answered Calls Handled Half Hour and Today Nch The total number of calls handled to completion by a gate s agents Real Time and Historical Templates 25 7 Calls Abandoned Half Hour and Today Nca The number and percentage of calls in which the caller hung up before being connected with an agent Cumulative Service Level Half Hour and Today Csl The percentage of incoming calls to the gate during the interval that were answered within a specified threshold ICR Routed Calls Hour and Today ICR The number or percentage of calls that were routed by the GEOTEL Intelligent CallRouter The ICR tracks the number of CR routed calls in the CallsRoutedHalf fields of the central and local databases Example 01 02 97 13 44 35 Now Peripheral Service Nco Que Hld Omaha MassMarkets 100 100 1060 1040 100 100 100 101 4443 4402 100 100 100 101 2994 2979 100 100 100 101 3392 3351 100 100 100 100 3344 3303 100 100 100 100 3326 3281 100 100 100 102 2034 2011 100 100 100 100 1732 1679 100 100 100 100 1571 1528 100 100 Omaha MidTier Omaha NatlAcctSery Omaha NewMarkets Omaha PremiumSales Omaha Proactive Omaha QuickResponse Omaha Registration oo eo cc 8 amp amp oO
129. ay and let the PG choose among the member Services Service Control Point SCP A node computer in the XC signaling network The ICR connects to an SCP within the IXC s network Service level The percentage of incoming calls that are answered within a specified threshold Several slightly different calculations can be used for the service level specifically abandoned calls can be accounted in different ways The ICR keeps track of two different service levels the peripheral service level is the service level as calculated by the peripheral the ICR service level is the service level as calculated by the ICR Service level event G eo 0p ep pe x lt A service level event for a call occurs when the service level time expires while the call is in queue or the call is either answered or abandoned before the service level time expires When performing 314 Glossary service level calculations for a time period the ICR considers only calls that had a service level event during that period This ensures that each call is counted only once and during the appropriate time period Service level threshold The number of seconds you set as the maximum time a caller should wait before being connected with an agent for a specific service When you set up a peripheral you specify a default service level threshold for all services associated with that peripheral For example if you set a service level threshold of 30 s
130. bandoned in queue for the service Answer wait time The sum of the time in seconds that all calls offered to the service during an interval had to wait before being answered Average speed of answer The average time that all calls offered to the service during an interval waited before being answered Service level calls queue held The number of calls to the service that have been in queue longer than the service level threshold Longest delay for an abandoned call The longest time that a call was in queue for the service before being abandoned Longest delay queue time The longest time that a call was in queue for the service before being answered Total delay queue time The sum of delay time in queue for all calls to the service during an interval Enterprise Data 145 7 4 4 Agent Time Allocations The ICR tracks several data categories related to the time a peripheral service s agents spend handling calls This data include Handle time The total seconds that agents for the service were in the Talking In Work Ready and Work Not Ready states Average handle time per call The average handle time for calls handled by agents for the service Handle time includes time spent in the Talking In Work Ready and Work Not Ready states Talk time The total seconds that agents for the service were in the Talking In Talking Out or Talking Other states during an interval Average talk time The average
131. ble for connecting the call and maintaining the voice path s lt D lt D 1 1 4 Post Routing Optionally the ICR can perform the same routing functions used in Pre Routing for transfers and internal calls that is for calls originating at a call center or another agent location The ICR uses Post Routing to make these secondary routing decisions Post Routing also lets you implement intelligent transfer applications in which calls are routed between agents and VRUs Post Routing ensures that subsequent call transactions are routed in a timely manner to an appropriate resource In Post Routing calls the ICR uses the same routing scripts and call processing as it does in Pre Routing calls The difference is that the peripheral ACD PBX or VRU generates the routing request rather than the IXC The Intelligent CallRouter processes the routing request returns a destination address routing label and then directs the peripheral to send the call to the best resource available 1 1 5 Enterprise CTI As an enterprise call routing system the ICR collects data from different systems and telecommunications environments throughout the call center enterprise Often these systems are implemented on heterogeneous hardware and software platforms and distributed across multiple sites GEOTEL Enterprise CTI gathers enterprise call and transaction data from these dissimilar systems and makes it available to agent d
132. cad a amp Real Time and Historical Templates 221 peragt01_ agent_status_by_position Description This template generates a real time grid report that shows the status of selected agents by position Database Table Agent_Real_time Data Position The current extension on which the agent is working Agent name The first and last name of the agent Skill group The name of the skill group to which this agent is logged on Logon date and time The date and time that the agent logged on Current state The current state of the agent Logged Off Logged On Ready Not Ready Work Ready Work Not Ready Talking Busy Other Reserved Unknown Calls on Hold Direction The direction of the call on which the agent is currently working In Inbound Out Outbound or Unknown Destination The type of outbound call ACD direct or Unknown Last state change The date and time that the agent s state last changed Reason A code received from the peripheral that indicates the reason for the agent s last state change Example Untitled go D 3 O t D JJ D jn D D gt O Agent Status By Position 1999 02 04 Page 1 of 1 Direction Last State Change UNKNOWN UNKNOWN 1999 02 04 11 49 04 Current State UNKNOWN UNKNOWN 1999 02 04 11 48 50 UNKNOWN UNKNOWN 1999 02 04 11 49 00 UNKNOWN UNKNOWN 1999 02 04 11 48 48 UNKNOWN UNKNOWN 1999 02 04 11 48 56 UNKNOWN UNKNOWN 1999 0
133. calls percent The percentage of time that the agent spent during the interval on supervisor assisted calls This value is measured against the total time the agent was logged on during the interval Conference calls in The number of incoming calls on which the agent was in conference Incoming calls include ACD and non ACD calls The value is incremented with the agent drops off the call and the call becomes a simple two party call Conference calls average The average time in seconds that the agent spent in conference with calls during the interval This value includes hold time associated with the conference calls Conference calls percent The percentage of time that the agent spent during the interval on conference calls The percentage includes hold time associated with the conference calls This value is measured against the total time the agent was logged on during the interval i Ca 3 O pe 14 JJ O h D MO gt 14 Conference calls out The number conference calls the agent initiated Initiated calls include ACD and non ACD calls The value is incremented with the agent drops off the call and the call becomes a simple two party call 170 Template Reference Conference calls out average The average time in seconds that the agent spent in conference on agent initiated calls during the interval This value includes hold time associated with the conference calls Conference calls out percent Th
134. ccceeeeeeeeeeeeseeeeesaeeesaeees 286 trkgrp11_trunkgroUP PerfOrmanCe _OLI cccccsseeeeeecseeeeeeseeeeeeneeees 287 OSS AN rana A A a dh 289 Contents Figures Figure 1 Figure 2 Figure 3 Figure 4 Figure 5 Figure 6 Figure 7 Figure 8 Figure 9 Figure 10 Figure 11 Figure 12 Figure 13 Figure 14 IGF Gall ROUINO naeia a E A EE Ghasaewesstone 18 Intelligent CallRouter Overview ccceecccecceseeeeeeeeeaeeeeeeseaaeeeeeeeeaaaeeeees 19 ICR Call Flow Diagram cccccceccccccceeeseeeeeeeeeeeeeeeaeeceeeeeaeeeeeeessaaeeees 20 Service and Skill Group Hierarchy cccccccsseeeeeeeeeesseeeeeeeaeeeeeeeenens 24 Enterprise and Peripheral Services ccccccccccssseeeeeesseeeeeeeeeesaeeeeees 25 Enterprise and Peripheral Skill Groups ccccsseseeeeeeseeeeeeeeeeeeeeees 26 PRS AG lel AU CIN crs sttaray ts ectaaseaaracaasentcirantiak S 27 Network and Peripheral Trunk Groups cccceeeeeeeeeeeeeeeeeeeeeeeeees 28 SOME EAN IY a em mee 29 ROUIGO aeaea a dint A 30 Enterprise and Peripheral Reporting ccccscsccccsseeeeeseeeeeeeeeeeeensees 42 Sample REDON eosin a a a a 45 Web VIEW CDM cuceencn ert i diet aaa a eat 47 Enterprise Service Calculation Examples cscceeeeeeeeeeeeeeees 146 Contents xi S iq Tables Table 1 Aspect Lucent and Nortel ICR Terminology Mapping 006 33 Table 2 Rockwell and Siemens ICR Termin
135. ce by the ICR during an interval Calls incoming The total number of calls coming in to the service from an external carrier This includes handled abandoned and currently queued calls 142 Available Data See also 7 4 2 Calls offered The total number of calls offered to the service during an interval This includes both incoming and internal calls Calls answered The number of calls to the service that were answered during an interval A call is counted as answered when it reaches an agent or VRU Calls handled The number of calls answered and finished for the service during an interval Outgoing calls The total number of outgoing calls made by agents during an interval Calls held The number of calls to the service currently queued for longer than the service level threshold In handling call counts typically you do not want to count a call as abandoned in queue if the caller hangs up very quickly Often in these cases callers hang up for reasons other than excessive queue times When configuring the peripheral the System Manager can specify the minimum amount of time a call must be in queue before it can be considered an abandoned call This is called the abandoned call wait time These short calls are subtracted from the count of calls offered For more information on configuring peripherals for abandoned call wait time see the Intelligent CallRouter System Manager Guide Service Level
136. ce level using any of the three methods Peripheral Service Level While the ICR calculates its own service level it also tracks the service level calculated by the peripheral This service level called the a gt lt D D e D U D t D 144 Available Data See also 7 4 3 peripheral service level is a proprietary service level as calculated by the peripheral Some peripherals support more than one type of service level calculation The method of service level calculation used by the peripheral is set by the System Manager when the peripheral service is configured The Intelligent CallRouter System Manager Guide provides more detailed information on service level calculation methods and options Queues and Delays The ICR tracks the time calls spend queued for each peripheral service and the number of calls queued in real time and for each half hour interval Specifically the ICR tracks the following data for queues and delays Calls in queue The number of calls to the service that are in queue at the peripheral Calls abandoned in queue The number of calls queued to the service that were abandoned during an interval An abandoned call is a call in which the caller hangs up before the call is answered Average delay in queue The average delay time that all calls for the service spent in the queue during an interval Average delay in queue for abandoned calls The average delay time of all calls a
137. centage of all calls handled by the agent for the period that were outgoing calls Internal calls total The total number of internal calls initiated by the agent during the interval The value is incremented when the after call work associated with the call is completed Internal calls average length The average length in seconds for completed internal calls made by the agent for the interval Internal calls percent The percentage of all calls handled by the agent for the period that were internal calls Callback message total The total number of callback messages that were processed by the agent during the interval Real Time and Historical Templates 167 Callback message average length The average length in seconds for callback messages that were processed by the agent during the interval Callback message percent The percentage of all calls handled by the agent for the period that were callback messages Wrapup The percentage of time that the agent spent in wrap up on all calls counted as handled during the interval An agent performing wrap up is either in the Work Ready or Work Not Ready state This value is measured against the total time the agent was logged on during the interval Example Agent Call Detail Activity Report By Peripheral 1999 02 03 Incoming Calls a Calls Callback Message a EE Mera Feat i zod C EE go D 3 O t D JJ D jn D D gt O 168 Temp
138. center After the Intelligent CallRouter determines the target for a call the call is sent to the ACD associated with that target The ACD must then complete the routing as determined by the ICR Automatic Number Identification ANI A feature that provides the billing phone number of the phone from which a call originated or the phone number itself When qualifying calls the ICR compares the ANI to the calling line ID value specified for a call type See also Calling Line ID CLID Available state G eo 0p ep pe x lt The state where the agent is ready to accept calls but is not currently involved in call work Average Handle Time AHT The average time it took for calls to a service or skill group to be handled Handle time includes talk time plus after call work time Average Speed of Answer ASA The average answer wait time for calls to a service or route 292 Glossary AW See Admin Workstation Basic Rate Interface BRI One of two levels of ISDN service The BRI provides two bearer channels for voice and data and one channel for signaling commonly expressed as 2B D See also Primary Rate Interface PRI Boolean expression An expression that evaluates to TRUE or FALSE for example ExpectedDelay lt 50 BRI See Basic Rate Interface Business entity A subset of the ICR enterprise that contains its own scripts enterprise services enterprise skill groups enterprise agent groups
139. completing paperwork or consulting with associates Agents performing after call work are either in the Work Ready or Work Not Ready state Other Time OTH The sum of the time that agents spent in the Not Ready and Busy Other states for the interval Example A Untitled Half Hourly Gate Analysis COVERING 01 02 97 09 00 Produced 01 02 97 Bellevue MidTier ALL CALLS HANDLED ABANDONED GATE PRIMARY AGENTS NCO CSL ICR ASA ATT AWT AHT HCA ASB PPM OCC wo m NNN wm et I he 333 100 100 4938 100 100 478 100 100 491 100 100 497 100 100 489 100 100 478 100 100 495 100 100 499 100 100 482 100 101 120 150 120 150 120 150 120 150 120 150 120 150 120 150 120 150 120 150 120 gt eeocoeoeeoeeoeoeoeoeocose e eocoooocoeooococ so gt e eeooeoeeoeeoeoeceo 4740 100 100 120 150 9u 1 Y s e dws g 2 0 Template Reference routesO1 queue_delay_status Description This template generates a real time bar graph that shows data on the current status of call queues for the selected routes Database Table Route _Real_ Time Data Average delay in queue The average delay for calls currently in queue for the route Longest call in queue The time that the longest call in queue for the route has spent in the queue Average speed of answer ASA The average time that all calls offered to the route during the current five minute interval waited before being answered Exam
140. ction Printer Setup for information on setting up reports for landscape printing You can also print reports that you have not yet saved For example when you create a report it remains untitled until you save it as a report definition file You might have one or more untitled report windows displayed on the screen To print an untitled report make it the active window and choose File Print Printing Multiple Component Reports When you print a multiple component report Monitor ICR selects one report component at a time and sends it to the printer You can see the order in which the components will print by displaying the report and choosing Edit Definition to view the report definition The order of printing follows the top down order of the templates selected in the report definition To print reports with multiple components follow the same procedure as in the previous section Printing Reports A new printing dialog box appears for each report component sent to the printer Monitor ICR runs through each component in the report until the entire report is printed 4 8 Opening Saved Reports Note After you have saved a report definition you can invoke it at any time by choosing the Open command from the File menu or by clicking on the Open button You do not launch saved reports through the Template Launcher File Association 97 gt To open a report En 1 In the Monitor ICR window choose File
141. ction of agents who share similar skills A generic syntax item that you must replace with a specific value for example IF condition true value false value A title of a publication for example For more information see the Intelligent CallRouter Database Schema Handbook Sans serif type with small caps represents keys on your keyboard for example Press the SHIFT key to select a range of items An arrow gt indicates an item from a pull down menu For example the Save command from the File menu is referenced as File Save Text you must type is shown in a sans serif type For example Date and Time Preface Other Publications Intelligent CallRouter Custom Screen Builder Tutorial Intelligent CallRouter Database Schema Handbook Intelligent CallRouter Installation Guide Intelligent CallRouter Planning Guide Intelligent CallRouter Product Description Intelligent CallRouter Quick Start Guide Intelligent CallRouter Supervisor Guide Intelligent CallRouter System Manager Guide GEOTEL Web View Administrator Guide For information about the GEOTEL Network ICR product see the following documents Network ICR Product Description Network ICR User Guide XV XVI Preface 1 Overview The GEOTEL Intelligent CallRouter ICR improves the level of customer service offered by geographically distributed call centers The Intelligent CallRouter s main function is to route toll free calls to the most appro
142. ctive calls on hold and are performing no other activity Real Time and Historical Templates 235 Agents reserved The number of agents currently in the reserved state A reserved agent is awaiting an interflowed call and is unavailable to receive any incoming calls This state applies to agents on Northern Telecom Meridian and Aspect CallCenter ACDs only Agents in busy other The number of agents who are in the Busy Other state that 1s busy in skill groups other than the one presently being examined An agent can be active in only one skill group at a time Therefore while active in one skill group the agent is considered by the other skill groups to be in the Busy Other state Percent agents idle The percentage of all agents in the peripheral skill group who are in the Not Ready state Percent agents available The percentage of all agents in the peripheral skill group who are in the Available state Percent agents talking The percentage of all agents in the peripheral skill group who are talking on inbound outbound or internal calls Percent agents in wrap up The percentage of all agents in the peripheral skill group who are involved in after call work Percent agents in busy other The percentage of all agents in the skill group who are in the Busy Other state Example Current Status of Peripheral Skill Groups alkin i 0 0 0 i a i a i i i a 0 a 0 0 go D 3 O t D JJ D j
143. current Monitor ICR session Double click on the Monitor ICR icon to restart the application You can easily change the start up display if you want to return to default mode or if you want to display different reports To return to default display at startup 1 Start Monitor ICR 2 Use the File Close command to close any open reports You can also close the template launcher window if it is displayed Choose Options Save Settings Now 4 Make sure that Options Save Settings on Exit is deselected 4 11 Modifying Report Definitions Note You can edit report definitions to choose additional items to include in the report to change dates and times or to select different templates to use in the report The fields of the Definition Editor match those of the Template Launcher However in the Definition Editor you are not allowed to change the Category or Scope of a report The Definition Editor is not used to launch reports but rather to change existing reports If you need to change the Category and Scope of a report use the Template Launcher to create a new report If you are modifying a real time report you may want to click the Pause button to pause the real time refreshing of the screen This ensures that the continual refreshing does not interrupt your work with the Definition Editor A D oD O mD us se a op 100 Reporting Basics gt To modify a report definition 1 With
144. d on during the interval Conference calls out The number conference calls the agent initiated Initiated calls include ACD and non ACD calls The value is incremented with the agent drops off the call and the call becomes a simple two party call Conference calls out average The average time in seconds that the agent spent in conference on agent initiated calls during the interval This value includes hold time associated with the conference calls Conference calls out percent The percentage of time that the agent spent during the half hour interval on agent initiated conference calls This percentage includes hold time associated with the conference calls This value is measured against the total time the agent was logged on during the interval 7 3 Agent States and Time Allocations See also The ICR tracks agent states and the time spent in these states in both Agent and Skill Group tables The Agent_Skill_ Group tables provide data on an agent by agent basis for the agents in a skill group The Skill_Group tables provide data for the agents as a group To display individual agent state and time allocation statistics use the Agent Level report templates To display group agent state and time allocation statistics use the Skill Group report templates See Chapter 8 Template Reference for details on the data displayed in Agent and Skill Group reports Agent States and Time Allocations 133 The following ICR dat
145. database Monitor ICR Lets you view graphs and reports to monitor the performance of specific agents skill groups services and other groups within the ICR call center enterprise Print Server Works with the Job Scheduler to allow you to automatically print reports at specific times Route Explorer Displays the associations between dialed numbers labels peripheral targets services and routes Router Log Viewer Displays information about calls processed by the ICR and any errors encountered in processing them Scheduled Target Manager Lets you configure and manage scheduled targets Schema Help Describes the structure of the ICR databases Script Editor Lets you create modify and schedule routing scripts The ICR executes these scripts to determine where to route each call Send Home Lets you report issues or submit orders directly to GEOTEL Customer Support Service Control Lets you stop and start ICR related services Setup Lets you modify ICR setup parameters Translation Route Wizard Lets you configure and manage translation routes Workforce Management Integration System Lets you exchange data between the ICR and an external workforce management system It also lets you define custom or periodic schedules N gt Q 5 e Tn a D a e These tools are covered in detail in the ICR product documentation 2 2 Distributor and Client Admin Workstations
146. date and time check box to display the date and time range as a label in the report Hourly Boundaries When you indicate an hourly boundary such as 10 00 in a historical report you get data for the 9 30 to 10 00 half hour summary interval not for the 10 00 to 10 30 interval Also the ICR central database provides half hour summary data only for complete intervals Half hour summary data for the 10 00 to 10 30 half hour interval is not available until 10 30 ltems A selection list on the left side of Items tab displays specific names based on the options you chose for Category and Scope The header of the selection list indicates the type of items in the list The following example shows an example of a Peripheral Skill Groups selection list Peripheral SkillGroups Bellevue HelpDesk pri Bellevue HelpDesk sec Bellevue Info pri Bellevue nfo sec Bellevue MassM arkets pri Bellevue MassMarkets sec Bellevue MidT ier pri Bellevue MidTier sec Bellevue NatlAcctSery pri Bellevue NatldcctSery sec Bellevue NewMarkets pri Bellevue NewMarkets sec Bellevue PremiumS ales pri Bellevue Premiums ales sec Bellevue Proactive pri Choose the specific names of the services skill groups peripherals trunk groups etc that are going to be the subject of the report This list is obtained from the ICR central database It shows the items as they are A D oD O mD us se O d2 84
147. de data for the full day that is midnight to 11 59 P M This Week Provides data for the current week beginning on Sunday and ending on the current day You can specify a From time for the first day in the week Sunday and a To time for the current day The 00 00 to 23 59 defaults provide data from midnight on Sunday to the current day and time Last Week Provides data for the last full week Sunday through Saturday For example if today is Sunday the last full week would be the previous Sunday through Saturday You can specify a From time for Sunday and a To time for Saturday For example you might only want to include data from 8 00 A M on Sunday to 5 00 P M on Saturday The 00 00 to 23 59 defaults provide data from midnight on Sunday to Saturday at 11 59 P M This Month Provides data from the first of the month up to the current day For example if today s date is Feb 22 data for this month would be Feb 1 to Feb 22 You can specify a From time for the first day in the month and a To time for the current day The 00 00 to 23 59 defaults provide data from midnight on the first day of the month to the current day and time Last Month Provides data for the last full month For example if the current date is Feb 8 then the last full month of data would be Jan 1 to Jan 31 You can specify a From time for the first day of the month and a To time for the last day The 00 00 to 23 59 defaults provide data from midnigh
148. duration The number of seconds that the agent was logged on for the specified interval of the report Logout date and time ICR central controller date and time when the agent logged out Reason A code received from the peripheral that indicates the reason for the agent s last state change Example P Untitled Agent Logout Status 1999 02 04 From f1999 02 03 00 00 0 To fi999 02 03 23 59 00 Page 395 of 800 Agent Name Mary Benson Simulator_PG_1 Benson_M 30470 fi 999 02 03 17 39 49 Summary 30470 go D 3 O t D JJ D jn D D mD O 224 Template Reference peragt04 daily _agent_activity Description This template generates a historical grid that shows the daily activity of selected agents over a specified time period To arrive at daily values the ICR sums the Agent_Skill_Group_Half_Hour rows for each day Database Table Agent_Skill_ Group_Half_Hour Data Agent name The first and last name of the agent Duration The total time in seconds that the agent was logged on Incoming calls total The total number of inbound ACD calls handled by the agent during the interval This value is incremented when the after call work associated with the call is completed Incoming calls avg length The average length in seconds for incoming calls handled by the agent during the interval Incoming calls percent The percentage of all calls handled by the agent for the period that were inco
149. e HDS rather than accessing the central database ICP See Intelligent Call Processing ICR See Intelligent CallRouter ICR gateway A construct that allows one ICR system to forward a request to another ICR You can configure an ICR gateway in Configure ICR and reference in the ICR Gateway node in a routing script Service bureaus may use ICR gateways to implement a multi tier architecture ICR Protocol ICRP The communication protocol used by ICR gateways to pass a routing request and response between two ICRs The ICR sending the request must be set up for remote network routing and the ICR receiving the request must be running an ICRP Network Interface Controller Idle Another name for the Not Ready state See Not Ready state Incoming call A call offered to a route or service from an external carrier See also Offered calls Index A database construct that allows for quick access to data sorting of rows and can be used to prevent the creation of duplicate data An index is associated with a table and contains an entry or key for each row in the table The key is composed of one or more column values from the row The database manager can quickly locate data by searching the index rather than the actual rows Similarly the database manager can sort the index faster than it can sort the rows If the index is defined as unique no two key values can be identical Initialize Local Database A tool on the Admin Workstation
150. e an agent skill group service enterprise skill group or enterprise service Schema Help A Windows NT help file that provides information about the organization of data within the ICR databases Glossary 313 SCP See Service Control Point Script A defined procedure that the ICR can execute The ICR supports two types of scripts routing scripts to determine where to route a call and administrative scripts that perform background processing A script consists of executable nodes connections routing targets and comments Script Editor A tool that lets you create modify view or monitor routing scripts and administrative scripts A routing script is a defined procedure that is executed by the ICR to determine how a call is routed An administrative script is a defined procedure that is executed as specific times to perform background processing Security classes See Classes Service A particular type of processing that the caller requires For example in a software company s call center a caller might have a question about installing software This caller would be directed to the Technical Support service A service is associated with a peripheral and 1s therefore sometimes called a peripheral service See also Enterprise service Service array A collection of service which might be associated with different VRUs but are all associated with the same Peripheral Gateway PG You can route calls to a service arr
151. e call information along to the ICR The ICR is then able to process the IXC route request through a call routing script which defines how calls should be routed In making its Pre Routing decisions the ICR uses real time data on the status of call centers This data 1s gathered by Peripheral Gateways at different call center sites and passed back to the ICR Prefix The leading digits of a telephone number When defining a call type you can specify a prefix of any length to match calling line ID values You can also define a region that is a collection of prefixes If a calling line ID value matches multiple prefixes the longest matching prefix prevails PRI See Primary Rate Interface Primary Rate Interface PRI One of two levels of ISDN service In the United States the PRI typically provides 23 bearer channels for voice and data and one channel for signaling information commonly expressed as 23B D In Europe PRI typically provides 30 bearer lines 30B D Private Branch Exchange PBX A device located at a customer s site that switches incoming calls to extensions within that site A PBX can be used to implement direct inward dialing O 0p 2 Q gt lt 310 Glossary Private network A network made up of circuits for the exclusive use of one customer Private networks can be nationwide in scope They typically serve large corporations or government agencies Private network routing A configuratio
152. e cnag tails tielbamate a aa a AT a 197 entsvc03_effect_of aban _on_servicelevel essenseeseensernennnennnnn 198 entsvc04_calls_trend_analysis cccccccccsssecceceeeeceseeeceeceeeeeeseaeeeeeees 199 entsvc05_calls_offered_half_pie cc eccccceseeceeeeeeeeeeeeeeesaeeeeeeeas 200 entsvc06_serv_level_ MONitOr Graph c cece ceecceceeeeeseseeeeeeeeesaeeens 201 PMISVCOT NOW T05 GIG eroii a A a panes Bbeenaealateoacas 202 entsvc08 gate realtime StatUS OMIC eee cseccecceeeeeeeeeeeeeeeeeeeeeees 204 entsvcO9 SVC array NOW _ OD OM ou eecccceeccceceeeeceeeeeseeeeetaeeeesaaeees 206 entsvc11_ calls analysis GayWISE ccccccccccceeeeceeeeeeeeeceeeeeesaeeeeeeees 208 entsvc12_calls_ analysis Nalf_NOur ce ccceeececeeeeeeeeseeeeeeeeseeeeees 209 entsvc13 calls offered daywiSe Qraph cccccccccseceesseeeeseeeeeseeeeees 211 entsvc14 calls handled daywiSe Graph ccccccccssesecceeeeeeeeeeeeeeeees 212 entsvc15 calls abandoned daywiSe_Qraph ccccccesseeeeeeeeeeeeeees 213 entsvc16_ calls history _daywise raph cccccccceseeceeeeseeeeeeeeeeeeees 214 entsvel 7 calls Offered Nall ROUF wiscsuitacassslexdiceduavotaesmeedacineeaiaeslenaautar 215 entsvc18 gate_half_hourly status OP id cc eccceeceeseeeeeeeeeeeeeeeeees 216 NEKOI Status Ordesa iae aaa ARa 218 nettrk02_grid_last_half hour cece ceeeececeeeeeceeeeeseeeesseeeeseaeeeesees 219 Nettrk12 Gr
153. e equivalent FTE number of agents The FTE number of logged on agents for the peripheral skill group This value is the total time that agents were logged on during the interval divided by the number of seconds in the interval This provides the number of full time agents logged on for the interval See also For more information on FTE see perskg04_status_grid_to5 earlier in this chapter Example Peripheral SkillGroup Performance By Day From 02 01 97 00 00 To 02 01 97 23 59 Average Average Average SkillGroup Date pae Calls an vanad Calls Out lamou Handle Time Talk Time Time et BelevueHelpDeskpi oor a of o soo sof Skill Group Summary 1135 M 335 40 305 30 30 10 BelevueHelpDesksec f oor sf a sno f o 300 Skill Group Summary 330 e 33161 301 52 30 08 Belevuenopi ponas aN a a s COC Skill Group Summary ar M 445 80 415 47 30 33 Skill Group Summary Z L 445 83 415 59 30 24 Skill Group Summary a E 30 28 Skill Group Summary a a o Skill Group Summary 1674 M 150 77 120 54 30 23 Skill Group Summary a M 150 65 120 46 30 19 T Ca Ca Ca Ca Ca go D 3 O t D JJ D jn D D gt O 244 Template Reference perskg08_ halfhour_perform_grid See also Description This template generates a historical grid that shows half hour full time equivalent FTE value
154. e features and functions of Monitor ICR see Chapter 4 Reporting Basics 9 q9 Q Ke pad UJ 2 O ms 50 Creating a Report 3 1 The Report Example See also The report you will be creating includes a real time bar graph that displays call queue status data for selected peripheral services This data includes Average Delay in Queue Expected Delay in Queue Longest Call in Queue Average Speed of Answer ASA The data for the real time bar graph is taken from the Service_Real_Time table in the Admin Workstation local database For more information on the tables of the central and local databases see the Intelligent CallRouter Database Schema Handbook The report example also includes a historical grid that displays half hour call analysis data for selected peripheral services This data includes Service Level Average Speed of Answer ASA Average Handle Time AHT Average Delay in Queue Calls Offered Calls Handled Calls Abandoned in Queue The historical data is taken from the Service_Half Hour table in the ICR central database The historical grid displays data for a specific range of dates and times that you specify The Report Example 51 The completed report looks similar to the following example FA Monitor ICR tut1 cmb Controller Time Ea 1999 01 21 14 39 44 C k 2 3 5 Peripheral Service Queue Delay Status Call A
155. e first and last name of the agent Skill group The name of the skill group to which the agent is logged on Logon date time The date and time that the agent logged on Current state The current state of the agent logged off logged on ready not ready work ready work not ready talking busy other reserved calls on hold unknown Direction The direction of the call inbound or outbound Destination The type of outbound call ACD or direct Last state change The date and time that the agent s state last changed B gt lt D D e D U D t D Reason The reason for the agent s last state change Logon duration The time that the agent spent logged on Logout date time The date and time that the agent logged out Event name The event caused by the agent s last state change Call duration Duration of the call in seconds for a private network call This is the time that the switch is processing the call ANI The ANI value for the call The ANI provides the billing phone number of the phone from which the call originated These data are taken from the Termination_Call_Detail table Digits dialed The digits dialed on an outbound call These data are taken from the Termination_Call_Detail table 7 2 3 Agent Activity The ICR tracks agent activity To arrive at daily values for agent activity the ICR sums the Agent_Skill_Group_Half_Hour rows for each day Agent
156. e number of agents for the skill group and their call handling states at the end of each five minute interval For example TalkingIn provides the number of agents in the skill group talking on inbound calls at the end of the five minute interval The Skill_Group_Five_Muinute table also tracks time allocations for the current five minute interval For example WorkNotReadyTimeTo5 provides the number of seconds agents in the skill group were in the Work Not Ready state for the five minute interval Skill_Group_Half_Hour Stores historical data on the time agents for the skill group spent in any of several call handling states For example TalkingInTimeToHalf provides the number of seconds agents in the skill group spent talking on inbound calls during the half hour interval This table also provides other call counts such as InternalCallsToHalf which is the number of internal calls to the skill group during the half hour interval See also For more information on these tables see the ICR Database Schema Handbook or the on line Schema Help 134 Available Data 7 3 1 ICR Agent State Terminology The ICR tracks the following agent states Tables 11 13 later in this chapter maps the ICR agent state terms to the terms used by the peripheral vendors Logged on The number of agents who are logged on that is agents who are known to the system but may or may not be ready to receive calls Ready The number of agents who are in the
157. e percentage of time that the agent spent during the half hour interval on agent initiated conference calls This percentage includes hold time associated with the conference calls This value is measured against the total time the agent was logged on during the interval Example Untitled Agent Call Detail Performance Report By Peripheral 1999 02 03 From 1999 02 02 12 00 01 To 1999 02 03 15 53 00 Peripheral Simulator_PG_1 Page 33 of 70 Curtis f f 0 Fennell Fos Roe Lofton McNeil Nn Harrison Robert Smith CLOLOLOLOLoOLoaroioa CLOLOLOLOLoOLotLoioa CLOLOLOLOLororotioa CLOLOLOLOLOLoOLoioa OCLOLOoLloarlroalrolrolroltoa QLOLOLOLOLOLOLOLO OLOLOLOLOLOLOLoOLa Real Time and Historical Templates 171 agtskg01_agent_status_by_position Description This template generates a real time grid report that shows agent status in selected skill groups by position Database Table Agent_Real_Time Data Skill group The name of the skill group to which the agents belong Position The current extension on which the agent is working Agent name The first and last name of the agent Skill group The name of the skill group to which this agent is logged on Logon date and time The date and time that the agent logged in Current state The current state of the agent Logged Off Logged On Ready Not Ready Work Ready Work Not Ready Talking Busy Other Reserved Unknown Calls on Hold Direction The directi
158. e returned by a routing script Note that peripheral target refers to a trunk group and DNIS value Skill target refers to the entity at the peripheral to which the call is dispatched PG See Peripheral Gateway Physical interface controller A single Network Interface Controller NIC or Peripheral Gateway PG A logical interface controller represents either a single physical interface controller or a pair of duplexed physical interface controllers Glossary 309 PIM See Peripheral Interface Manager Post query label A routing label that causes the routing client to re enter its call routing plan at a specific point Post Routing The GEOTEL routing concept that allows the ICR to make secondary routing decisions after a call has been initially processed at a call center Post Routing enables the ICR to process calls when an ACD VRU or PBX generates a route request The ICR executes scripts to process the route request and return a destination address This directs the ACD to send the call to an agent skill group or service in the same call center or at a different call center In making a Post Routing decision the ICR can use all the same information and scripts used in Pre Routing Pre Routing The GEOTEL routing concept that enables the ICR to execute routing decisions before a call terminates at a call center With Pre Routing the Network Interface Controller NIC receives the route request from the IXC and passes th
159. e status and service level data in real time and since the end of the last five minute interval for selected peripheral services A summary row totals the values in each column for all the peripheral services listed Database Table Service _Real_Time Data Calls talking The number of calls on which agents for the peripheral service are currently talking Calls in queue The number of calls to the peripheral service that are in queue at each peripheral now Average delay in queue The average delay for calls currently in queue for the peripheral service Longest call in queue The time that the longest call in queue for the peripheral service has spent in the queue Calls offered The total number of incoming calls and internal calls sent to the peripheral service since the end of the last five minute interval Calls are counted as offered as soon as they are sent to the peripheral service Calls handled The number of calls answered and finished for the peripheral service since the end of the last five minute interval Calls abandoned The number of calls since the end of the last five minute interval in which the caller hung up before being connected with an agent Average speed of answer ASA The average time that all calls offered to the peripheral service waited before being answered Measured since the end of the last five minute interval Average handle time AHT The average handle time for calls handled by agents
160. e the agent was logged on during the interval Hold calls out The total number of completed outbound calls the agent placed on hold at least once The value is incremented when the after call work associated with the call is completed Hold calls out average The average on hold time in seconds associated with outbound calls the agent placed on hold Hold calls out percent The percentage of hold time associated with outbound calls the agent placed on hold This value is measured against the total time the agent was logged on during the interval Real Time and Historical Templates 169 Hold calls internal The total number of completed internal calls the agent placed on hold for the interval The value is incremented when the after call work associated with the call is completed Hold calls internal average The average on hold time associated with internal calls the agent placed on hold Hold calls internal percent The percentage of hold time associated with internal calls the agent placed on hold This value is measured against the total time the agent was logged on during the interval Assistance calls total The total number of calls for which the agent received supervisor assistance during the interval The value is incremented when the supervisor assistance call completes Assistance calls average The average time in seconds that the agent received assistance for all supervisor assisted calls during the interval Assistance
161. eady or Work Not Ready state This value is measured against the total time the agent was logged on during the interval Example Untitled lel Agent Activity Report 1999 02 04 From 1999 02 04 00 00 06 To i939 02 04 23 59 01 Page 1 of 1 Incoming Calls Outgoing Calls Internal Calls Callback Message g v zj oj a Onor_oa i ol ol oll o 104 of RILOILO JIJI a Oo of o ejl ej e n o Pin al a g al 2 OMor_or_orioa a 3 a 35 a a 3 a a TT tL JU 17a 17782 17782 17782 77a 17a 17782 17a 77a 17782 I I a Of Of Of Of o E QILOILOILOAILOAILO go D 3 O t D JJ D jn D D gt O 226 Template Reference peragt05 agent_daily_perf Description This template generates a historical grid report of individual agent performance over one or more days To arrive at daily values the ICR sums the Agent_Skill_Group_Half_Hour rows for each day Database Table Agent_Skill_ Group_Half_Hour Data Agent name The first and last name of the agent Abandoned calls ring The total number of ACD calls abandoned while ringing at the agent s position Abandoned calls hold The total number of ACD calls abandoned while being held at the agent s position Abandoned calls average The average ring time in seconds associated with ACD calls that were abandoned while
162. eal time refreshing of the Monitor ICR screen Resume the real time refreshing of the Monitor ICR screen Resume Retrieve the latest half hour historical data from the central eee database Invoke on line help You can also invoke these actions by using menu commands A few of the commands also have keyboard shortcuts The Monitor ICR on line help provides more information about the toolbar and keyboard shortcuts You can toggle the Options gt Show Text option from the Monitor ICR menu to display the toolbar without text Dials S wiz BI 4 2 2 Starting Monitor ICR 73 Monitor ICR provides a pop up menu that allows you to display the toolbar in several different ways Click the right mouse button in the area to the right of the toolbar A menu appears s Frameb ar Floating Show Text w Show FPowerTips Toggle the Frame Bar option to hide the toolbar To redisplay the toolbar choose Options gt Toolbar from the Monitor ICR menu The other options in this window except Show Text allow you to display the toolbar in different positions and toggle between displaying large buttons with text Show Text or smaller buttons with no text Toolbars can appear docked to an edge of the window or floating as in the following example I Retrieve Help You can drag a floating toolbar anywhere within the window If you drag it to an edge of the window it docks to that edge On Line Help The on li
163. econds you want calls to be answered within 30 seconds Every call answered within 30 seconds improves the service level Calls not answered within the 30 seconds reduce the service level See also Service level event Simplexed An arrangement in which a physical device does not have a duplicate paired device If a simplexed device fails a part of the system might stop functioning See also Duplexed Simulator See ACD Simulator Skill group A collection of agents that share a common set of skills such as being able to handle customer complaints A skill group is associated with a peripheral An agent can be a member of zero one or more skill groups depending on the peripheral See also Enterprise skill group Skill target A target at a peripheral to which a call can be routed A skill target can be a service skill group agent or translation route Note that peripheral target refers to a trunk group and DNIS value Skill target refers to the entity at the peripheral to which the call is dispatched Skills based routing A concept whereby calls are routed to agents based on the skills those agents have You can construct skill groups that contain agents who share a common set of skills You can also assign priorities to the skills in each agent profile For example an agent might have a priority 1 assignment for handling calls from Spanish speaking callers however that same agent might have a priority 3 assignment for ha
164. ed interval The ICR generates Routing_Client_Five_Minute records for each routing client These data are stored in the central database and include Routing client responses The number of route responses to the routing client during the five minute interval Mean routing client responses The mean time in milliseconds for the route responses to the routing client during the five minute interval 152 Available Data Receive in error The number or routing requests from the routing client that produced errors during the five minute interval Timeout calls The number of route responses to the routing client that timed out during the five minute interval Late calls The number of route responses to the routing client that exceeded the late threshold but did not time out Late threshold The time limit imposed by the routing client for example XC for receipt of a routing response Maximum delay The maximum delay in milliseconds of route responses to the routing client during the five minute interval Discarded calls The number of routing requests from the routing client that were discarded because of an internal constraint such as buffering 7 14 Schedule Import Data See also You can generate reports on staffing schedule data that has been imported from third party workforce management systems The GEOTEL Workforce Management Import System allows you to import schedules and store them in Schedule_Im
165. ed network trunk groups Database Table Network_Trunk_Group_Real_Time Data Calls In Now The number of inbound calls in progress on the network trunk group in real time Calls Out Now The number of outbound calls in progress on the network trunk group in real time Trunks idle The number of trunks in the network trunk group that are non busy or idle Trunks in service The number of trunks in the network trunk group that are in service Example Network Trunk Group Status Network Trunk Group Calls In Now Calls Out Now Trunks Idle Trunks In Service G3EAS_PG_1 TG1 0 255 255 G3EAS_PG_1 TG2 0 255 255 G3EAS_PG_1 TG3 255 255 G3EAS_PG_1 TG4 255 255 G3JEAS_PG_1 TG5 255 255 Real Time and Historical Templates 219 netirkO2_grid_last_half_hour Description This template generates a real time grid that shows the status of trunks in selected network trunk groups for the current half hour interval Database Table Network_Trunk_Group_Real_Time Data All Trunks Busy The total time that all trunks in the network trunk group were busy for the current half hour interval Calls Abandoned The number of calls to trunks in the network trunk group that were abandoned during the current half hour interval An abandoned call is a call in which the caller hangs up before the call is answered Calls In The number of inbound calls in progress on the network trunk group during the current half hour interval Calls
166. ed with the service Similarly if you have a report on an enterprise service you might want to drill down to see data for the component peripheral services The DrillDown Editor allows you to get this kind of detail quickly and easily from within a report window gt To add drill downs to a report 1 Open the TUTOR CMB report definition 2 Choose Edit DrillDown The report window is maximized Adding Drill Downs 65 A Monitor ICR tut1 cmb Controller Time Ea 1999 01 21 14 39 44 C Peripheral Service Queue Delay Status Call Analysis for Bellevue Denver and Omaha MidTier Services Bellevue MidTier Denver MidTier From 26 Apr1997 08 00 AM To 28 Apr1997 11 59 PM z pr Omaha MidTier Calls Analysis of Peripheral From Avg Delay Expected D Longest Cal Peripheral Service Date Time Bellevue MidTier I 00 30 01 00 26 Apr 97 01 30 26 Apr 97 02 00 02 30 03 00 26 ApS 0330 04 00 26 ApS 0430 05 00 26 Apr 97 05 30 06 00 06 30 26 Apr 97 07 00 84 Seconds n File E E S ic a g ails lll HUU TTT alll lll AR HU Adelle 3 Click anywhere inside the Peripheral Services Queue Delay Status report window The DrillDown Editor appears In this example the DrillDown Editor lists the corresponding real time templates for Routes FA DrillDown Editor persyc0O1_queue
167. eeeeeeeeeeseaeeeeeeeesaeees 166 agtper05_agent_daily_perf ciccsuccycaeto ieee dies acinar cea 168 agtskg01_agent_statuS Dy POSITION cc ceecceeeeeeeeeeeeeeeeeeeeeeaeeeeess 171 agtskg02_agent_status_ by _ SkilIQrOUP eee eeeeeeeeeeeeeeeeeeeeeeeeees 172 agtskg03_logout_status_by_ SkIIIQrOUD cc ccccccceeceeceeeeeeeeeeeeeeeaeees 173 agtskg04 daily agent _ACTIVILY ee ccccccsseeceeeeeeeseeeeeeeseeeseeeeseaeeeees 174 AGISKGUS adent Cail DE eene e oer es 176 apgate11_ status by _Nalf_NOuUl 0 cccccceeeeceeceeeeeeceeeeeesseeeeeeseaees 179 CAaliyO0 T Status ONG erai a nel svete 180 Cally O02 count SOTA iiss eis eroesdutien a el ovine 181 entskgo l status P graph sg acoestitien Wide nitierveiaand el A erent 182 EMISKGO2 Stus Gde a el ovale 183 entskgos status graDs omer tauntenlinmamnevsindtemadenmersmuntanis 185 SNISKGOAASIAIUS grid 10 Sires ee sh acacncevsielalaeasce sient Sheree talecetad R 186 ENISKGOS utilization GRAD Ms sieisen a aE A 188 entskgO6_halfhour_AhNt_OMid ee cccceeccccseceeeeeeeeceeeesseeeesseeeeseeeeesaes 189 eniskdO7 daily 2a OMG sce tis ea ccSecn cree lares AS 191 entskg08_halfhour_perform_grid cece cece ccseeeeeeeeeeeeeeeeeeeeeeeeeeesenaaaeees 193 vill Contents entskgO9 normaliZed agt State ccc ceecceessseeeseeeesseeeseneeesaaeees 195 entsvcO1 Queue delay Stats 00 ecccccceecceeceeceeeseeeeeeseeeeeesaeeeeeeas 196 CHISVCO2 cals Statuse cord
168. ent activity and the calls being routed in the call center enterprise Within Monitor ICR you can display data for agents skill groups services trunk groups routes and peripherals You can also display data for application gateways call types routing clients and workforce schedules The ICR can provide data for peripheral skill groups and services or it can combine data to provide an enterprise view of agent and call activity Data from individual peripheral services can be combined to produce data for an enterprise service Similarly data from several peripheral skill groups can be combined to produce data for an enterprise skill group This chapter provides an introduction to the most commonly used real time and historical ICR database tables For more detailed information on the data gathered by the ICR see the Intelligent CallRouter Database Schema Handbook The on line Schema Help also provides data definitions and reference information on the ICR database tables gt lt D D e D U D t D 126 Available Data 7 1 Skill Group Data The ICR tracks information about the skill groups at each peripheral A skill group is a collection of agents who share a common set of skills and therefore can handle similar types of calls A peripheral skill group is a Skill group that is associated with a specific peripheral ACD For example a single peripheral might have one skill group defined for agents who can handle sa
169. enter site in Dallas Each VRU has two T1 circuits see Figure 8 f Network Trunk sg Group ae a Its NY Megacom Trkgrp1 NY Megacom Trkgrp2 Routing Client wm ACD 1 IXC PG E F RE Ly NY Megacom Trkgrp104 a D 2 Peripheral Trunk o Groups Figure 8 Network and Peripheral Trunk Groups The VRU may divide its trunk groups differently than the routing client for example the IXC In this example the VRUs view each T1 circuit as a trunk group two trunk groups on each VRU To the routing client however the four T1 circuits might represent a single pool of 96 trunks The routing client can deliver calls with the same Dialed Number Information Service DNIS to any of these 96 trunks so it treats this pool of trunks as a single entity a network trunk group The use of network trunk groups simplifies the configuration of trunk groups for some types of ACDs Rather than deliver calls to specific trunk groups and peripherals the routing client need only deliver the call to a network trunk group The peripheral can then choose a target that matches the DNIS and thereby classify the call Service Arrays Service arrays are closely tied to network trunk groups Typically service arrays are defined in instances where you have similar peripheral services defined on multiple VRUs and the VRUs all share the same network trunk group By grouping the services of multiple VRUs into
170. eo O cesses amp amp oo oococeescs amp oO eo eo eoesess amp SOooeesceoesds amp Omaha Service go D 3 O t D JJ D jn D D gt O 258 Template Reference persvc0O9 forecast_aht_offer_grid Description This template generates a grid report that compares data on actual and forecasted calls offered and average handle times For the schedule import portion of this report the forecasted values you need the optional GEOTEL Schedule Import feature Database Table Service _Real_ Time Schedule_Import_Real_Time Data Calls offered last half hour The number of incoming calls or internal calls sent to the service during the current five minute interval The actual number values are compared to the forecasted values Average handle time The average handle time for calls to the service during the current five minute interval Handle time includes time agents spend in the Talking In Hold Work Ready and Work Not Ready states The actual values are compared to the forecasted values Example Calls Offered and Forecast Adherence Report Calls Offered last Half Hour Avg Handle Time Service Name Actual Forecast Actual Forecast 52 52 Bellevue QuickResponse Bellevue Registration Bellevue Service Boston HelpDesk Boston nfo Real Time and Historical Templates 259 persvc11_ calls analysis daywise Description This template generates a historical grid that
171. eport after it is saved has the same dates and times in its report definition as those defined in the report from which it was launched However the category scope and the template used are different Drill down reports are saved in the appropriate subdirectories of icr aw custom For example a peripheral services drill down report is saved in the persvc directory Although it is saved as a separate report the drill down remains set in the original report and can still be launched from the original report To save the drill down as a report definition 1 Invoke the drill down and make it the active window 2 Choose File gt Save or click the Save button The Save Report Definition dialog box appears 3 Name and save the report just as you would name and save a report generated with the template launcher For more information on saving report definitions see Saving Report Definitions in Chapter 4 Reporting Basics 91 U D i gt vo gt D ep gt e Q p 116 Setting Thresholds and Drill Downs 117 6 Scheduling Reports As you build a collection of Monitor ICR reports you might decide that you d like to have certain reports printed automatically The Admin Workstation has a Job Scheduler tool that allows you to schedule Monitor ICR reports to print automatically on a regular basis regardless of whether Monitor ICR is running This chapter describes how to use the ICR Job Scheduler
172. eports you might want to display data such as the number of calls of a certain call type that used default routing during a specified interval The ICR generates a Call_Type_Real_Time record for each call type These records include data such as Calls routed The number of calls of this call type that have been routed Version The version of the script that is currently available for use Master script A name that identifies a routing script The master script might have several versions A new master script record is created whenever you Save a script with a new name Default routing The number of calls of this type for which the ICR used default routing a gt lt D D e D U D t D Network default routing The number of calls of this type for which the IXC used default routing Return busy The number of calls of this type that the ICR routed to the Busy target Return ring The number of calls of this type that the ICR routed to the Ring target 7 13 Routing Client Data A routing client is an entity that sends routing requests to the ICR Typically a routing client corresponds to a subsystem within an interexchange carrier or to a peripheral that is performing Post Routing In Monitor ICR you can report on statistics for the different routing clients defined in the ICR system For example you might want to report on the maximum delay of route responses to the routing client for a specifi
173. ered as soon as they are sent to the enterprise service Calls handled The number of calls answered and finished for the enterprise service during the half hour interval Also provided as a percentage of the total calls offered to the enterprise service during the half hour interval i Ca 3 O pe 14 JJ O h D MO gt 14 210 Template Reference Calls abandoned The number of calls during the half hour interval in which the caller hung up before being connected with an agent Also provided as a percentage of the total calls offered to the enterprise service during the half hour interval Example Service i Enterprise Service Date Time Level HelpDesk HelpDesk elpDesk elpDesk elpDesk elpDesk lt x TE eee Bebek H IH elpDesk From 17 Jan 97 08 00 To 17 Jan 97 12 00 3 5 E gt on gt i7Jan9 08 00 Z i7Jan97 08 30 iy i7Jan97 09 00 iy i7Jan9 09 30 100 07 7ang 1000 iy i7Jan97 10 30 iy 7Jan97 17 00 ly T Sjo so i ojoje ojo SNUNTSTNT STS Calls Offer Handle Aband 100 wo J Ollo elpDesk BIBLES ELE ELE 4 17 Jan 97 11 30 _ 100 07 Service Summary an aniani a w aw i deeb JLU ALLEL am faa alld a dl 736 736 Real Time and Historical Templates 211 entsvc13_calls_offered_daywise_graph Description This tem
174. eripheral Skill Group Utilization of Ready Agents Bellevue PremiumSales sec Bellevue PremiumSales pri Bellevue MidTier sec 9u 1 Y s e dws g Bellevue MidTier pri 240 Template Reference perskg06_halfhour_aht_grid See also Description This template generates a historical grid that displays call counts and handle time data by the half hour for selected peripheral skill groups This template also includes a summary row for each day of data which provides daily averages and totals and a summary row for each skill group which provides averages and totals for the particular skill group Database Table Skill_Group_Half_Hour Data Calls handled The total number of calls handled to completion for the peripheral skill group Agent calls out The total number of outbound calls made by agents in the peripheral skill group Average handle time The average handle time for calls handled by agents in the peripheral skill group Handle time includes time that agents spend in the Talking In Work Ready and Work Not Ready States Average talk time The average talk time for calls to the peripheral skill group Talk time includes time spent in the Talking In Talking Out and Talking Other states Average wrap up time The average time agents in the peripheral skill group spent in after call work that is in the Work Ready or Work Not Ready states Full time equivalent FTE number of agents The FTE
175. erprise service 197 202 204 256 258 peripheral service 249 254 256 route 271 276 service array 206 talking enterprise service 197 202 peripheral service 249 254 route 271 276 service array 206 Calls in progress peripheral report 230 Calls routed 180 caltyp01_status_grid 180 caltyp02_count_graph 181 Cascade option 93 Category options 77 Central Controller 74 Central database 40 41 and historical templates 154 CICR 23 CLID See Calling Line ID Command line 75 Comma separated values CSV data format 102 Components report 88 Index 321 Computer Telephony Integration CTD 21 Controller time 52 74 Custom report subdirectories 87 D Data connections 19 exporting from reports 101 retrieving historical 93 Data interchange DIF data format 102 Database access via third party tools 41 architecture 41 central 40 local 40 Dates and times defaults for reports 80 specifying options 80 dBASE II DBF data format 102 Definition Editor 99 Delay in queue enterprise service 196 202 208 209 expected enterprise service 196 peripheral service 248 peripheral service 248 254 259 261 route 270 276 278 280 service array 206 Deleting reports 100 Details adding to reports 110 DI Groups 231 Directories storing reports in 86 88 Distributor AW 39 Document Properties dialog box 95 DrillDown Editor 64 110 111 112 Drill downs 110 16 adding 111 a
176. ers within each division from accessing data associated with other divisions GEOTEL Schedule Link An optional ICR feature that allows you to import and export data between the ICR and an external force management system You can use imported information in routing scripts and reports Glossary 301 GEOTEL Web View An optional ICR feature that allows you to use a Web browser for monitor only access to real time and historical ICR reports and ICR script monitoring GMT See Greenwich Mean Time Greenwich Mean Time GMT The time zone at the meridian at Greenwich England This time zone is used as an international standard Grid A feature of the Script Editor that establishes a series of vertical and horizontal lines at fixed intervals You can use the Placement Grid command from the View menu to view or hide the grid for a window and adjust the grid spacing Grid point Within the Script Editor a grid point is the intersection of a vertical and horizontal line in a grid You can force objects to position to grid points by choosing the Snap To Grid option from the Layout Grid command of the View menu Half hour interval Half hour statistics within the ICR database are updated at 30 minute intervals The first such interval for each day begins at 12 00 midnight and ends at 12 30 A M The date and time at the start of the 30 minute interval is saved with the data This allows you to look back at data from previous 30 minute in
177. ervice Offer Answer Aband ServLev Offer Answer Aband ServLey Offer Answer Aband ServLev idTier 1004 328 za af 100 nA A n 783 3 oj 98209 9820 ol Peripheral Service Report Calls Analysis of Peripheral Services By Day From 08Jan97 08 00 To O9Jan97 23 59 Service Peripheral Service Date Level Bellevue MidT ier osJana7 100 0 03Jan 97 100 0 Service Summary 08 Jan 97 03 Jan 97 Service Summary fi 00 00 Calls Offer Handle 1572 15724 100 0 982 982 100 0 2555 970 100 0 606 100 0 157 1577 1196 1196 749 749 1946 1945 ASA AH Dela ade JUTE 255 9 6 M aldae pe Boston MidT ier Fi D TOO da Denver MidT ier 08 Jan 97 100 0 09 Jan 97 100 0 Service Summary fi 00 00 100 0 100 0 al ofo ofo ofo Eaa ead eps eps TRENT dads JAI ao Figure 11 Enterprise and Peripheral Reporting The first report contains data for several enterprise services One of these services is called MidTier Like all enterprise services the MidTier enterprise service has several component peripheral services The enterprise service report provides data for the component peripheral services on an enterprise wide basis To see the data broken out by individual peripheral service you would generate a peripheral service report Three components of the MidTier enterprise service are
178. ervice or skill group To arrive at daily values the ICR sums the half hour rows for each day 146 Available Data 7 5 1 Enterprise Calculations The ICR can simply total some statistics to obtain enterprise wide values For example to obtain the number of agents available for an enterprise skill group the ICR adds the number of agents available for each peripheral skill group that is a member of the enterprise skill group If a value is an average or a calculated value such as the Average Handle Time or Expected Delay for an enterprise service the ICR cannot simply sum or average the values of the member peripheral services For example in order to calculate the Average Handle Time for an enterprise service the ICR must total the handle time for the member peripheral services and divide it by the total number of calls handled for the member peripheral services In addition because a call is usually routed to the peripheral service that has the minimum expected delay within an enterprise service the Expected Delay for an enterprise service is equal to the minimum of the expected delays for the member peripheral services Figure 14 shows some examples of calculations for an enterprise service Calls in progress sum Calls in progress for all members Average handle time sum Handle time for all members sum Calls handled for all members Expected delay min Expected delay for all members Service level sum ServiceLeve
179. ervices in the grid Database Table Service_ Half Hour Data Service level The percentage of incoming calls to the enterprise service that were answered within a specified threshold for the day Average speed of answer ASA The average time that all calls offered to the enterprise service waited before being answered for the day Average handle time AHT The average handle time for calls handled by resources in the enterprise service for the day Handle time includes time that resources spend in the Talking In Work Ready and Work Not Ready states Average delay in queue The average delay for all calls that were in queue for the enterprise service for the day Calls offered The total number of incoming calls and internal calls sent to the enterprise service for the day Calls are counted as offered as soon as they are sent to the enterprise service Calls handled The number of calls answered and finished for the enterprise service for the day Also provided as a percentage of the total calls offered to the enterprise service during the half hour interval Calls abandoned The number of calls for the day in which the caller hung up before being connected with an agent Also provided as a percentage of the total calls offered to the enterprise service during the half hour interval Example Calls Analysis of Enterprise Services By Day From 15 Jan 97 00 00 To I7 Jan 97 23 59 z Calls Service Ente
180. esktop and CTI server applications 22 Overview See also 1 1 6 See also 1 1 7 For more information on Enterprise CTI see the Intelligent CallRouter Product Description Call Routing Scripts To determine the best destination for a call the ICR processes routing requests through call routing scripts A routing script is a graphical flowchart like diagram that specifies how to route a call A script usually has several branches that can be followed depending on current conditions at the call centers In order to make a routing decision the script uses the information contained in the routing request along with real time information on the status of resources at each call center The system manager typically defines a number of routing scripts to use in the ICR system Scripts can be scheduled as required to route calls among call centers based on the type of service the caller needs the time of day the call is being placed and where suitably qualified agents are available to handle the call For more information on the routing scripts see the ntelligent CallRouter System Manager Guide Reporting and Monitoring The ICR uses real time near real time and historical data on agent and call center status to make its routing decisions To make the best routing decision possible the ICR constantly collects information about agent activity at each call center such as Current agent state Logon duration
181. esseeesseeeeeseaaeeees 93 4 4 7 Pausing the Screen Refresh cccccccsssseeeeeeeeeeeeeeeseeeeeeeeseees 93 4 5 Reconnecting to the Central DatabasSe scscccssssseeeseeseeseeesseenens 94 4 02 Primer SetuP cia EE E 94 4AT Printing REDONS ioui a a aS 96 4 7 1 Printing Multiple Component Reports ccceceeeeseeeeeeeeees 96 4 8 Opening Saved Reports sasssnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn mnnn 96 4 9 File AS SOCIAL OM cesicdessaavecseiweecdacensvensseecssiasceeseasstenessaceestcaeetussevneceavensetes 97 4 10 Saving Your WoOrkSpPace cccccccsessseeeeeceesseeeseeennseeeseeeesseeeseoensseessees 98 4 11 Modifying Report Definitions cc ccccesteeseesseesseeeeeseeseenseeseeeseeeseas 99 4 12 Deleting Report Definitions ccccssscesseeseeesenseeseenseesenseeeseenseeees 100 4 13 Exporting Report Daas cscccvcccsacanecctsarwesscenceeteassecessieceetsctasteacaseceustiaee 101 4 14 Setting Workstation Preferences cccssssecssssseeeeeeseeseeenseeseensenees 102 4 14 1 Event Feed Warning ccccccccccceccsssseeeeeeceeeeceessseaeeeeeesaaeeees 105 4 15 Us r INIOFM ATION xiccce cise aaa a aE E i 105 yi Contents 5 Setting Thresholds and Drill Downs c csseeeeeeeees 107 5 1 Setting Thresholds in Reports ccccsscsscecssssseeesccensseeeseeeesseesseoeees 108 5 1 1 Setting Thresholds in Multiple Component Reports
182. evels remain high As a second option you may decide to work with the appropriate site personnel to determine if you can add more agents For example you might have several call centers in the enterprise each assign an agent to the PremiumSales enterprise service Monitor ICR Reporting Terms Before you begin using Monitor ICR it may be helpful to review some of the terms that are frequently used in this manual Template You use templates to create reports A template is a file that specifies the types of data to be displayed in a report and how the data will be displayed for example in a graph a chart etc The types of data and the display format are fixed in the template file However you can specify that you want data for a particular agent service skill group trunk group route etc You can also specify a range of dates for which to retrieve data A number of predefined templates are provided with Monitor ICR You can use the ICR Custom Screen Builder to modify these templates or to create new ones Historical template A historical template is a template that is based on historical data from the ICR central database You can use historical templates to create reports that contain half hour and daily summaries of agent and call center data Real time template A real time template is a template that is based on real time data from the Distributor AW local database tables You use real time templates to create reports tha
183. evious half hour interval In use outbound time The aggregate number of seconds that trunks in the group were used for outbound calls during a current or previous half hour interval 7 7 Network Trunk Group Data A peripheral ACD PBX or VRU typically divides its trunks into trunk groups differently than the routing client For example the ACD might view two T1 circuits coming into the switch as two trunk groups The routing client IXC for example might view the same T1 s as a single pool of 72 trunks This type of network treatment of trunks is called a network trunk group a gt lt D D e D U D t D Network trunk group data are stored in the Network_Trunk_Group_ Real_Time and Network_Trunk_Group_Half_Hour tables The types of data you can view for network trunk groups are similar to those you can view for trunk groups for example trunks idle trunks in service etc See also See the previous section Trunk Group Data for more information on the data you can view for Network Trunk Groups Chapter 1 Overview describes how network trunk groups are used in the call center enterprise 7 8 Service Array Data The data the ICR collects for service arrays are identical to the data collected for services Service arrays are defined in instances where you have similar peripheral services on multiple VRUs and the VRUs all share the same network trunk group By grouping the services of multiple VR
184. example gt specifies that if the daily count of Calls Offered equals or exceeds 600 then a yellow threshold alert will appear in the report A red threshold alert will appear if the daily count of Calls Offered equals or exceeds 700 The lt relation is used to trigger threshold alerts when a value equals or falls below the threshold value Threshold yellow This field is for the first level threshold value The value you place in this field will trigger a first level yellow threshold alert The first level warning is intended to inform you that the value for that attribute is approaching an unacceptable level Threshold red This field is for the second level threshold value The value you place in this field will trigger the second level red threshold alert This alert indicates a more serious condition 4 Set thresholds for the data attributes by toggling the relations and entering threshold values You can press TAB to move from field to field Note Service Level thresholds must be entered in decimal format for example 0 80 to indicate 80 percent 0 90 to indicate 90 percent 5 Click Apply to apply the thresholds to the report component The thresholds are enabled as soon as you click on Apply 6 Click Done when you are finished setting thresholds in the report The thresholds apply to all the subjects in the report component For example if you had a Queue Delay Status report for three peripheral services a
185. expected levels In the real time bar graph the threshold alert notifies you immediately of an unacceptable condition In the historical grid the threshold alert highlights areas that were out of an expected performance range over a period of time a O x D Q Q pad UJ 09 O 12 gt Toset thresholds in the real time graph 1 With the TUTOR CMB report displayed place the mouse pointer over the real time graph and hold down the right mouse button A pop up menu appears Threst Thresho Ctrl T DrillDow n Crl Definition Ctrl N v Shuffle Mode Ctrl S 62 Creating a Report 2 Choose Thresholds The mouse pointer changes to a cross hair Alternately you can choose the Thresholds option from the Edit menu Click anywhere inside the real time graph The Threshold Editor dialog box appears FA Threshold Editor persycO1_queue_delay_status You can set thresholds for the four attributes displayed in the Queue Delay Status bar graph that is Avg Delay Expected Delay Longest Call and Average Speed of Answer ASA These thresholds can be set for all the peripheral services displayed in the graph The default Relation gt is appropriate for the Avg Delay thresholds you are about to set so press TAB In the real time graph you want to highlight values that equal or exceed gt a certain threshold Enter 15 as the yellow threshold and press TAB Enter 25
186. f the title bar You can also invoke the control menu for the application or the current dialog box by pressing ALT SPACEBAR You can invoke the control menu for a document window by pressing ALT HYPHEN CRP See Customer Routing Point CSFS See Customer Support Forwarding Service CTI Gateway The ICR process that acts a server for CTI clients to communicate with the ICR The CTI Gateway process may run on the same computer as the Peripheral Gateway process or on a separate computer Current call The call that the ICR or a specific script is currently processing The ICR receives a routing request for a call and locates a target to which the call can be routed Custom function A function that you can define in the Script Editor A custom function is a shorthand for an expression Optionally the expression can reference parameters that are passed to the function Custom Screen Builder A client database access application that is part of the GEOTEL Admin Workstation group of applications The Custom Screen Builder is based on Powersoft InfoMaker You use the Custom Screen Builder to change Monitor ICR predefined templates to suit a particular business need You can also develop your own report templates for use in Monitor ICR Customer The organization whose calls the ICR routes A customer may have several semi autonomous units or business entities Optionally the ICR can be partitioned so that business entities can opera
187. fa fe fe fT 9 33 6 41 6 3 41 9 36 34 10 31 26 80 58 37 EE E a E 121 421 Real Time and Historical Templates 185 entskg03_status graph Description This template generates a real time graph that shows the percentage of agents from selected enterprise skill groups who are in any of four call handling states Database Table Skill_Group_Real_Time Data Agents available The percentage of all agents in the enterprise skill group who are not occupied with any call activity and are ready to accept calls Agents idle The percentage of all agents in the enterprise skill group who are idle that is logged on not involved in a call or after call work and not available to receive a call Idle is also referred to as Not Ready Agents talking The percentage of all agents in the enterprise skill group who are involved in a call inbound outbound or internal Agents in wrap up The percentage of all agents in the enterprise skill group who are involved in after call work Example Enterprise Skill Group Agent State Status go D 3 O t D JJ D jn D D gt O p MidTier Pn d MidTier P MassMarkets Sec d MassMarkets Pri P MassMarkets TE 0 100 Available Idle Wrapup 186 Template Reference entskg04_status_grid_tod Description This template generates a rollin
188. ffle Mode 90 Siemens 9751 ACD 32 Siemens Hicom 300E 32 terminology 34 Siemens Rolm 9751 CBX terminology 34 Signaling network 19 Signed on agents enterprise skill group 183 peripheral skill group 234 Single component reports 88 example 88 Skill group 24 DEFINITY ECS 33 peripheral terminology 33 34 Spectrum terminology 34 Speed of answer average peripheral service 248 254 259 261 route 270 276 278 280 SQL 41 syntax data format 102 Staffing schedule data 31 Status bar 59 in report windows 93 Subdirectories and report storage 87 Supervisor 41 SWT TRMS 231 System configuration 37 System Manager 41 Em Talk time 136 average enterprise service 202 enterprise skill group 189 191 peripheral service 255 peripheral skill group 240 242 route 277 service array 206 Index 327 Talking count of agents enterprise skill group 182 peripheral skill group 233 percent of agents enterprise skill group 184 185 187 peripheral skill group 235 236 238 percent of time enterprise skill group 195 peripheral skill group 246 Talking in state count of agents in enterprise service 204 enterprise skill group 183 peripheral service 256 peripheral skill group 234 Talking other state count of agents in enterprise skill group 183 peripheral skill group 234 Talking out state count of agents in enterprise service 204 enterprise skill group 183 peripheral service 256 peripheral s
189. for a particular skill group Trunk Group A trunk group is a collection of trunks that are associated with a single peripheral Often the trunks in a trunk group are used for a common purpose In Monitor ICR you can report on trunk group and network trunk group data such as the number of trunks in service number of trunks idle and the time during which all trunks in a trunk group were simultaneously busy All Trunks Busy Specify the Scope of the report These options help you to further focus your report on specific services skill groups routing clients etc Select Scope Bese Une Enterprise eto Peripheral C Array EpPenptere EpstiliGraun Epiiean Working with the Template Launcher 79 The Scope options include Base Only This option is available only if you select Skill Group as the Category Base skill groups are used to organize related subgroups on some types of ACDs For example you might have skill groups called HelpDesk pri and HelpDesk sec to prioritize call routing In a report you can reference the pri and sec skill groups directly or you can refer to the base skill group Enterprise Select Enterprise to report on enterprise services or enterprise skill groups Enterprise services and skill groups are collections of services and skill groups that span call centers Network This option is available only if you choose Trunk Group as the Category Select Net
190. for the red warning If the Service Level equals or falls below 80 percent the Service Level column in the chart will turn yellow to indicate that the Service Level approached an unacceptable level If the Service Level equals or falls below 75 percent a red warning will indicate that a serious performance problem existed Note Setting thresholds on the service level can alert you to other potential performance problems A service level that is dropping indicates that some type of performance problem exists To find out what is causing the service level to drop and to see if the problem still exists you can launch an appropriate real time template or open another report definition gt Toset the other attributes Choose relations and enter values that you feel set proper threshold levels for the other attributes listed in the Threshold Editor When you are ready to close the Threshold Editor click Apply and then click Done gt To preserve the thresholds you set S Although you applied thresholds to the report you must save the report itself in order to keep the threshold settings Save the report definition by choosing File Save from the menu bar or by clicking the Save button 3 10 Adding Drill Downs The DrillDown Editor lets you add another level of detail to the report For example if you are looking at information about a peripheral service you might want to see more information about the individual routes associat
191. formation dialog box 105 VDN See Vector Directory Number Vector Directory Number VDN 33 Voice path maintaining 21 Voice Response Unit VRU 19 VRU See Voice Response Unit VRU support 32 W Warnings threshold 109 Web View 47 Window menu 92 Windows NT 37 Work not ready state time spent in 136 Work ready state time spent in 136 Workforce management systems 31 Workspace 98 Wrap up state count of agents in enterprise service 204 217 enterprise skill group 182 183 185 peripheral service 256 269 peripheral skill group 233 234 percent of agents in enterprise skill group 184 187 peripheral skill group 235 236 238 time agents spend in enterprise skill group 189 191 195 peripheral skill group 240 242 246 _y Yesterday time option 82
192. g five minute grid that shows the full time equivalent FTE values for agents in the enterprise skill group FTE is the number of full time agents that would be required during a period to perform the work done in that period To calculate the FTE divide the number of seconds of work performed by the number of seconds in the period For example if agents spent a total of 1200 seconds handling calls during a five minute 300 second period the FTE for call handling would be as follows 1200 person seconds 300 seconds 4 persons This template uses cumulative or rolling five minute data derived from the real time data to arrive at an FTE value Data in the grid is continuously updated This template also provides the percentage of agents who are currently in any of four call handling states A total row totals or averages the data for all the enterprise skill groups listed Database Table Skill_Group_Real_Time Data Full time equivalent FTE logged on The FTE value for the time agents are logged on to the enterprise skill group Logged on is not an agent state but a necessary pre condition for being in any state FTE idle The FTE value for the time agents are idle Not Ready in the enterprise skill group that is agents who are logged on not involved in a call or after call work and are not available to receive a call FTE available The FTE value for the time agents are in the Available state that is not occupied with any c
193. g real time data to the Admin Workstation See also You can set the number of real time failures that Monitor ICR must detect before it requests a restart See the Real Time Failures Before Exit option earlier in this section for more instructions 4 15 User Information You can display user information by choosing User Information from the Help menu The User Information dialog box appears FA User Information xj Oooo cus01_sideA cus01_awdb as eS _Help _ cose Click Close to dismiss the dialog box A J 49 O 3 Co UJ Q a i d2 106 Reporting Basics The User Information dialog box provides information for the ICR central database and the Admin Workstation local database including Central database server name The name of the server on which the ICR Database Server Logger and database manager reside for example GEOABCLGRA On some AWs this might be the name of the Historical Database Server HDS Local database server name The name of the local Admin Workstation that is providing the local database On a monitor only AW this is the name of the workstation that is providing the real time host AW database Central database name The name of the central database either sideA or sideB depending on which side of the duplexed ICR system is active NICR and CICR AWs may have a customer specific prefix Local database name The name of the Admin Workstat
194. g the half hour interval Answer Wait Time AWT Sum of answer wait time for all calls offered to the service during the half hour interval Average Handle Time AHT Average handle time for the service for the half hour interval Handle time includes time agent spend in the Talking In Hold Work Ready and Work Not Ready states Calls Abandoned Half Hour and Today Nca The number and percentage of calls in which the caller hung up before being connected with an agent Average Seconds for Abandoned Calls ASB The average seconds of delay time for all calls to the service that were abandoned in queue during the half hour interval Real Time and Historical Templates 269 Primary Position Manned PPM The number of agents for the service who were logged on to their primary assignment gate during the interval also referred to as the agent s primary position Occupancy OCC Total time in seconds that agents for the service were logged on during the half hour interval Percentage of available agents AVI The percentage of agents for the service who were in the Available state at the end of the half hour interval Percentage agents talking TLK The percentage of agents for the service who were in the Talking In state at the end of the half hour interval After Call Work CW The number of agents who were involved in after call work during the interval After call work includes post call activities such as
195. gents in hold The number of agents in the skill group who are in the Hold state that is agents who have all active calls on hold and are performing no other activity Skill Group Data 127 Agents reserved The number of agents currently in the reserved state A reserved agent is awaiting an interflowed call and is unavailable to receive any incoming calls This state applies to agents on Northern Telecom Meridian and Aspect CallCenter ACDs only Agents in busy other The number of agents who are in the Busy Other state that is busy in skill groups other than the one presently being examined An agent can be active in only one skill group at a time Therefore while active in one skill group the agent is considered by the other skill groups to be in the Busy Other state In addition to the numbers of agents in certain states within the skill group the ICR tracks the time that a skill group s agents spend in these States See also The section Agent State and Time Allocations later in this chapter provides more information on the types of agent state and time allocation data tracked for skill groups 7 1 2 Percent Utilization The ICR reports a percent utilization for each skill group The percent utilization data are taken from the Skill_Group_Real_Time table which contains agent time allocation data such as Handle Time Logged On Time and Not Ready Time data for all agents in the skill group B gt lt D
196. h the network or with the central controller CallRouter or Logger The Reconnect option allows you to quickly connect to the databases without having to restart Monitor ICR 4 6 Printer Setup Note Before you print reports with Monitor ICR check to see which printer you are using You may want to use a special printer for Monitor ICR reports such as a high resolution or color printer In addition you should set up the printer through Monitor ICR to use landscape paper orientation rather than portrait orientation Although you can use portrait paper orientation to print reports reports with several columns of data may not fit properly on the pages When you use landscape printing Monitor ICR repeats titles and dates on each page and inserts page breaks where appropriate Often several pages are required to print lengthy grid style historical reports Graph style reports typically require only one page however you should still use landscape orientation to print graphs This ensures that even wide graphs print properly In general landscape paper orientation provides a more consistent and neater format than portrait orientation Once you make these changes to the printer setup they are in effect for every report generated in Monitor CR until you change the settings again Printer Setup 95 gt To specify the report printer 1 Choose File gt Printer Setup The Printer Setup dialog box appears Printer Setup WWBI
197. half_pie Enterprise Service Status Enterprise Service Calls Offered over Half Hour Double click on a data attribute C HelpDesk E Info Calls Analysis Real Time and Daily for MidTier C MidTier E 790 HelpDesk and Info Enterprise Services entsyc12_calls_analysis_half_hour Calls Analysis of Enterprise Services By Half Hour From 03 Jan 97 12 00 To 03 Jan 97 23 59 Time We e ial al ASA I AHT Delay Offer Handle rea zoo o OO e a a on CA M Ta osJan 97 1230 1004 of 333 FF ard too o a o Double click r rom moe 9 ag a Fg oe Fo 03 Jan 7 D ec Te E G T on a name 03 Jan 37 a a ara 369 100 1 0 03 Jan 7 a aa fof a se a toon os o3Jans7 500 ioo of df sz si 0 0 a 334 3 71 w d o 97 a 15 30 700 0 service Summary fio0 00 J4 A drill down report window appears Peripheral Service Calls Handled Bellevue Boston Cincinn Denver Omaha You can double click on another data attribute or name in the original report component to invoke another drill down 5 2 5 See also Using Drill Downs in Reports 115 Choose File Close to close the active drill down window Optionally you can save the drill down window as a separate report Saving Drill Downs as Separate Reports Drill down report windows can be saved just like reports generated through the template launcher The drill down r
198. hat were incoming calls Outgoing calls total The total number of completed outbound ACD calls made by the agent during the interval The value is incremented when the after call work associated with the call is completed Outgoing calls average length The average length in seconds for outgoing calls made by the agent for the interval Outgoing calls percent The percentage of all calls handled by the agent for the period that were outgoing calls Internal calls total The total number of internal calls initiated by the agent during the interval The value is incremented when the after call work associated with the call is completed Internal calls average length The average length in seconds for completed internal calls made by the agent for the interval Internal calls percent The percentage of all calls handled by the agent for the period that were internal calls Callback message total The total number of callback messages that were processed by the agent during the interval Real Time and Historical Templates 159 Callback message average length The average length in seconds for callback messages that were processed by the agent during the interval Callback message percent The percentage of all calls handled by the agent for the period that were callback messages Wrapup The percentage of time that the agent spent in wrap up on all calls counted as handled during the interval An agent performing wrap up is either
199. he ICR system In general the data are for the current time period and appear as imported from the external source To use this report you need the GEOTEL Schedule Link option Database Table Schedule_Import_Real_Time Data Data shown depend on the data imported through the ICR Workforce Management Integration System Example Schedule Enterprisename Datetime Longi Long2 Long3 Long4 Long5 WkJan22 01 01 97 03 00 02 WKJan23 01 01 97 03 15 10 WkJan22 01 01 97 03 00 02 WKJan23 01 01 97 03 15 10 go D 3 O t D JJ D jn D D mD O 284 Template Reference trkgrp01_alltrunkbusy_graph Description This template generates a real time bar graph that shows the number of seconds that all trunks in the selected trunk groups have been fully busy for the current half hour interval Database Table Trunk_Group_Real_Time Data All trunks busy The total time that all trunks in the selected trunk group were busy for the current half hour interval Example All Trunks Busy Seconds brokerage serv TA q 5 i v Ey Z Aa Real Time and Historical Templates 285 trkgrp02_idle_inservice_status Description This template generates a real time bar graph that shows the number of trunks in selected trunk groups that are idle and the number of trunks that are in service Database Table Trunk_Group_Real_Time Data Trunks idle The number of trunks in the trunk group
200. he ICR report templates allow you to quickly generate reports of the call center and agent performance data that are stored in the ICR databases See also Chapter 8 Template Reference provides details on each report template that comes with Monitor ICR 42 See also 2 3 1 MidTier enterprise service MidTier peripheral services The Admin Workstation You can change the predefined templates to suit your particular business needs by using the optional ICR Custom Screen Builder The Custom Screen Builder is a client database access application that is based on Powersoft InfoMaker The Custom Screen Builder also allows you to create new report templates for use in Monitor ICR The Intelligent CallRouter Custom Screen Builder Tutorial provides an introduction to the ICR Custom Screen Builder tool Enterprise and Peripheral Reporting The ICR s reporting structure allows you to view organizational entities independently or generally over the entire enterprise For example in one report you can see how calls are being handled generally by using an enterprise service In a second report you can see how calls are being handled by individual agents agent teams peripheral services or skill groups Figure 11 shows an example of two Monitor ICR reports Enterprise Service Report FA calltrend cmb Enterprise Service Calls Trend Analysis Over Last 5 minutes For Current Half Hour FortheDay sd Enterprise S
201. he ICR to interface to host systems that are running other call center applications The Application Gateway is implemented via a node in the ICR Script Editor A routing script that contains an Application Gateway node can query an application running on a host system in order to obtain data to use in call routing The ICR can then base subsequent routing decisions on the results obtained from the query The Call Center Enterprise 31 Call Types A call type 1s a category of incoming calls Calls are categorized based on dialed number DN caller entered digits CED and calling line ID CLID Each call type has a schedule that determines which routing script or scripts are active for that call type at any time In reports you might want to display data such as the number of calls of a certain call type that used default routing during a specified interval Peripherals A peripheral is the switch for example ACD PBX or VRU that receives the calls routed by the ICR In the course of managing the call center enterprise you might want to view switch specific hardware and software status data along with call and agent information You can view this type of data for any supported peripheral in the call center enterprise Routing Clients A routing client 1s an entity that sends routing requests to the ICR A routing client typically corresponds to a subsystem within an interexchange carrier or to a peripheral ACD VRU PBX that is
202. his by automatically creating additional skill groups for these peripheral types For example if you configured a HelpDesk skill group for a Galaxy ACD the ICR would automatically create HelpDesk Pri and HelpDesk Sec skill groups in addition to the base HelpDesk skill group In routing and reporting you can reference the Pri and Sec skill groups directly or you can refer to the base skill group In Figure 6 the base skill groups are Denver HelpDesk Boston HelpDesk and Dallas HelpDesk These base skill groups include the Pri and Sec HelpDesk skill groups configured on the ACD These base skill groups can be combined to form the enterprise skill group HelpDesk which would include all HelpDesk skill groups across the enterprise The Call Center Enterprise 27 1 2 2 Agents and Agent Teams Within the call center enterprise an agent is anyone who can answer incoming phone calls A peripheral agent is an agent who is associated with a particular peripheral ACD PBX in the call center enterprise A peripheral agent can be a member of one or more skill groups Some peripheral types limit each agent to one skill group assignment Figure 7 shows how agents are organized in a call center enterprise Enterprise Service Enterprise Skill Group Peripheral Services Agent Teams E E Peripheral a Skill Groups W E Figure 7 Agent Hierarchy s lt D lt D Peripheral agents are grouped first into per
203. his template generates a real time stacked bar graph that displays the number of calls on which agents are talking and the number of calls in queue for selected enterprise services Database Table Service _Real_ Time Data Calls talking The number of calls to the enterprise service on which agents are currently talking Calls in queue The number of calls to the enterprise service that are in queue at each peripheral now Example A Untitled Enterprise Service Status MassMarkets go D 3 O t D JJ D jn D D gt O Calls Talking Calls In Queue 198 Template Reference entsvc0O3_ effect_of_aban_on_servicelevel See also Description This template generates a real time grid that shows the effect of abandoned calls on the service levels of selected enterprise services This grid also provides a summary row that totals or averages the data for all peripheral services listed Database Table Service _Real_ Time Data Calls offered The total number of incoming calls and internal calls sent to the enterprise service Calls are counted as offered as soon as they are sent to the enterprise service Calls handled The number of calls answered and finished for the enterprise service Calls abandoned The number of calls in which the caller hung up before being connected with an agent Calls abandoned within service level The number of calls to the enterprise service that were abandoned w
204. hold time associated with the conference calls This value is measured against the total time the agent was logged on during the interval i Ca 3 O pe 14 JJ O h D MO gt 14 Conference calls out The number conference calls the agent initiated Initiated calls include ACD and non ACD calls The value is incremented with the agent drops off the call and the call becomes a simple two party call 228 Template Reference Conference calls out average The average time in seconds that the agent spent in conference on agent initiated calls during the interval This value includes hold time associated with the conference calls Conference calls out percent The percentage of time that the agent spent during the half hour interval on agent initiated conference calls This percentage includes hold time associated with the conference calls This value is measured against the total time the agent was logged on during the interval Example Agent Performance Report 1999 02 04 From 1399 02 04 00 00 06 T o 1939 02 04 23 59 0 From Page 1 of 1 Agent Name tina Hold ava e yin fava Je Jou ava x Pint ava x lot fava ie in Piva fx Da fa Arnold I Benson Mark Chase Curtis Fennell Frank Foss Harold Lofton McNeil Patrick Morin Robert Smith 0 0 i i i i i 0 i 0 CLOLOLOLoOlLolololola COLOLOLOLoOLlLololrorota CLOLOLOLOLOLoOLoLoaia QLOLOLOLOLOLOLOLOLO Real Time and Historica
205. hows the distribution of calls offered to selected peripheral services for the current half hour interval The calls offered value for example 34 09 is a percentage of the total calls offered to the peripheral services listed in the chart legend Database Table Service _Real_ Time Data Calls offered The percentage of the total of incoming and internal calls sent to the peripheral services for the current half hour interval Calls are counted as offered as soon as they are sent to the peripheral service Example Boston HelpDesk Boston Into Boston MassMarkets Boston MidTier Real Time and Historical Templates 253 persvc06_serv_level_monitor_graph Description This template generates a real time bar graph that shows service levels for selected peripheral services since the end of the last five minute interval for the current half hour interval and since midnight Database Table Service _Real_ Time Data Service level The percentage of incoming calls to the peripheral service during the interval that were answered within a specified threshold Example Peripheral Service Service Levels Bellevue Service Bellevue QuickResponse Bellevue MassMarkets 0 100 go D 3 O t D JJ D jn D D gt O Last 5 mins Current 30 mins For the Day 254 Template Reference persvc07_now_to5_grid Description This template generates a grid that provides call counts queu
206. hows the percentage of the time that all agents in the peripheral skill group were in specific states during an interval The normalized value is derived from the total time that all agents were logged on during the interval Database Table Skill_Group_Half_Hour Data Available The percentage of time that all agents were in the Available state during the interval Idle The percentage of time that all agents were in the Idle state that is Not Ready during the interval Talking The percentage of time that all agents were in the Talking In Talking Out or Talking Other states during the interval Wrap up The percentage of time that all agents were in call wrap up that is performing after call work during the interval Example Peripheral Skill Group Normalized Agent States 150 Bellevue NatlAcctBellevue NatlAcctBellevue NewMar Bellevue NewMar ES Avail MS Idle Me Tak E Wrap Real Time and Historical Templates 247 perskg10_ forecast_agents_status_ grid Description This template generates a real time grid that shows the actual agents signed on versus those forecasted For the schedule import portion of this report scheduled and required agents you need the optional GEOTEL Schedule Import feature Database Table Skill_Group_Real_Time Schedule_Import_Real_Time Data Agents logged in The number of agents currently logged in to the peripheral skill group Required agents The forecasted val
207. ible Exporting Report Data 101 gt To delete a report definition 1 Invoke the DOS Command Prompt from the Windows NT Program Manager 2 Change to the directory that contains the report definition For example cd icr customenaw custom persvc 3 Locate the file you want to delete Report files have the suffix CMB For example to locate a file named MYREPORT CMB type dir MYREPORT CMB 4 Delete the file by using the DEL command with the file name For example to delete the file MYREPORT CMB type del MYREPORT CMB 4 13 Exporting Report Data Monitor ICR provides an option that allows you to save just the data that appears in a report The Export Data option lets you take data from a Monitor ICR report and save it for use in another application such as a spreadsheet or word processing program gt To export report data 1 Open a report 2 Choose File gt Export Data The cursor changes to a cross hair 3 Click inside the report component that contains the data you want to save The Save As dialog box appears Save in E entsve z Z srdlist txt Filename ff Save as type Text with headers Cancel 4 Click on the Save as type field down arrow and choose a file format from the drop down menu 5 Some of these file formats allow you to include column headers in the export file Depending on the format you choose the headings are saved as either part of the table definition or
208. id Nalf_ NOU eee ceccccceecceeeeeeeceeeeceeeeeeeeeseeeeeseeeeesaaees 220 peragtO1 agent _statuS Dy POSItION cc ecccseeeeeeeseeeeeeeeeseeeeneeeeeens 221 peragt02_agent_status_bDy_SkIIIQrOUD cccseeeeecsseeeeeeeeeeeeeeneeeeeens 222 peragt03 logout _sStatuS Dy AQeENE ee eeeccccsseeceeeeeeceeeeeseeesseeeeees 223 peragt04 daily agent Activity ee cccccceeccecseeeceeeeeeeeeceeeeeeseaeeees 224 peragt05 agent dally Pert cccccccccccsssseeeeeeeeeeeeeeeseeesseeeeeessaeeeees 226 peragt06_ daily agent etal ccccccccccssesseeeeeeeeeeeeeeeseeeseeeesseeeseeeees 229 periphO1 peripheral StatuS re port ccccecccecsseeeeeeeseeeeeeeeeeeesseeeeeeas 230 periphO2 galaxy Software Status cceccccceecceceeceeseeeesseeeesaeeeeseeees 231 periph0O3 galaxy Nardware Status ccccccccseccecssseeceeeeeseeeeseeeeesaeees 232 perskg01_status_ _graph cits tisatietatnncantincdantanciadlatumndaaalh qivndethenatuarcuawents 233 perskg02 status OMG itv aint sytucea Seared n a Neos leestara nae 234 perskg03_status_ _graph witesci Navneet tivated caledav Ivatwaiid nied anltaselsdaietainanie 236 perskg04_status_grid_to5 nislaicttievustiaiwated WacedaeVeubecldtaned dueacteduiens aks 237 perskgO5 utiliZAtION_QrapN cccccccesseeecceeseeeceeseeeceeseeeceseeessanseees 239 perskg06_halfhour_aht_grid ccccseececceeseeeceeseeeeceeeeeecseeseeesseeeeeees 240 perskgO7_ aily ANt_
209. ie chart and a historical grid each generated with a different template Report definition files are saved in the custom subdirectories under the aw directory See also Report definition Reserved field A reserved database field contains information that might be used internally by GEOTEL You must not modify the contents of a reserved field Reserved state A state in which an agent is awaiting an interflowed call and is unavailable to receive any incoming calls This state applies to agents on Northern Meridian ACDs only Ring label A routing label that causes the routing client to play an unanswered ring to the caller G eo 0p ep pe x lt Ring time The time elapsed from when a call is presented to an agent until the agent answers it This occurs after any delay time and queue time This value is stored in the Termination Call Detail table in the ICR central database Some peripherals do not track ring time For those peripherals ring time is included within the queue time or delay time 312 Glossary Route A value returned by a routing script that maps to a service and a specific target at a peripheral that is a service skill group agent or translation route The ICR converts the route to a label that is returned to the routing client The routing client then delivers the call to a specific trunk group with a specific DNIS The peripheral is responsible for recognizing the trunk group and DNIS and
210. ime that all agents were in the Talking In Talking Out or Talking Other states during the interval Wrap up The percentage of time that all agents were in call wrap up that is performing after call work during the interval Example FA Untitled Enterprise Skill Group Normalized Agent States 100 go D 3 O D t D JJ D jn D D mD O MassMarkets MassMarkets Pri MassMarkets Sec MidTier 196 Template Reference entsvc0O1_queue_delay_status Description This template generates a real time bar graph that displays data on the current status of call queues for selected enterprise services Database Table Service _Real_ Time Data Average delay in queue The average delay for calls currently in queue for the enterprise service Expected delay in queue The predicted delay for any new call added to the queue for the enterprise service This is valid only if no agents are available for the service Longest call in queue The time that the longest call in queue for the enterprise service has spent in the queue Average speed of answer ASA The average time that all calls offered to the enterprise service during the current five minute interval waited before being answered Example Enterprise Service Queue Delay Status MassMarkets HelpDesk 57 86 Seconds Avg Delay Expected De Longest Cal Real Time and Historical Templates 197 entsvc0O2 calls status Description T
211. implemented Galaxy specific data Example Real Time Switch Node Software Status Display Node Name Node Time Arched aon ae cae y AE nm re a a ee ee LOOO ALO A EL go D 3 O t D JJ D jn D x D mD O ee ee wentworth tess fe es es 232 Template Reference periphO3 galaxy_hardware_status Description This template generates a real time grid that shows processor data receive control and switch clock status This template is for use with Rockwell Galaxy ACDs only Database Table Peripheral_Real_Time Data Processor A Fnct Status Galaxy specific data Processor B Fnct Status Galaxy specific data Inter Presr Link Status Galaxy specific data Data Rev Status Galaxy specific data Control Status Galaxy specific data Switch Clock Status Galaxy specific data Example S Real Time Switch Node Hardware Status Display 10 07 29 Processor A Processor B Inter Presr Recovery Control Switch Node Name Fret Status Fret Status Link Status Status Status Clock Status LOUISVILLE Call Procssr Rprt Procssr Operational Inactive Local Up Up WENTWORTH Call Procssr Rprt Procssr Operational Inactive Local Up Up Real Time and Historical Templates 233 perskg01_ status graph Description This template generates a real time stacked bar graph that shows the number of active agents from the selected peripheral skill groups who are
212. in queue expected delay in queue length of the longest call in queue and the average speed of answer for each service In this example the real time monitoring data is displayed for three peripheral services Notice that the real time data in the bar graph is continually updated The historical section of the report displays several categories of information related to call analysis for each of the peripheral services Some categories in historical reports are displayed as counts while others such as Service Level are displayed as a percentage Depending on the type of data the summary rows total average or perform another calculation on the data for each column See also Chapter 7 Available Data describes the common types of data displayed in Monitor ICR reports The Monitor ICR on line help system also provides information on how specific data is calculated Saving the Report 59 3 4 2 The Status Bar If you click on a bar in the graph a message appears in the status bar at the bottom of the Monitor CR window The status bar describes what the bar represents and its current numerical value For example Longest Call for Bellevue MidTier is 121 00 You can use this feature to get a precise reading of a value in the graph or to differentiate the bars if you have trouble distinguishing their colors 3 5 Retrieving the Latest Historical Data Now that the report is displayed on the screen you can retrieve the latest h
213. in the Work Ready or Work Not Ready state This value is measured against the total time the agent was logged on during the interval Example Untitled Agent Call Detail Activity Report By Team 1999 02 03 From f1999 02 03 00 00 01 To 1999 02 03 23 59 00 Agent Team HelpDesk SSS Page 1 of 2 Callback Message Gass on ee Avg Lengthz TotalffAvg Length JZ WrapUp Ran ewer EE E E s0al af af af a a a pa aap 105 Fak Fass ga a Tar fm e T Haoa ioon e oa 105 0 lawence McNeil oa 92 105 0 Robert Harrison 19073 S 105 0 Robet Emn 13073 a a 4 Oo fa Oo ao Oo Oo D olo r 5 wo e ddala jt J oj S ola Oooo xN 2 TVA Hai a TTT dal Pim D go D 3 O t D JJ D jn D D gt O 160 Template Reference agteam05_agent_daily_perf Description This template generates a historical grid report of agent performance over a specified time period To arrive at daily values the CR sums the Agent_Skill_Group_Half_Hour rows for each day Database Table Agent_Skill_ Group_Half_Hour Data Agent team The name of the agent team Agent name The first and last name of the agent Abandoned calls ring The total number of ACD calls abandoned while ringing at an agent s position The value is incremented at the time the call disconnects Abandoned calls hold The total number of ACD calls that were aba
214. in the peripheral service since the end of the last five minute interval Handle time includes time that agents spend talking on inbound calls Talking In and performing after call work Work Ready and Work Not Ready Real Time and Historical Templates 255 Average talk time The average time that agents for the peripheral service spent talking on calls since the end of the last five minute interval Talk time includes time spent in the Talking In Talking Out and Talking Other states Service level The percentage of incoming calls to the peripheral service that were answered within a specified threshold shown since the end of the last five minute interval for the current half hour interval and since midnight Example lei Peripheral Service Calls Averages and Service Levels Status Now Status over last 5 minutes Service Level Calls Calls Avg Longest Average Peripheral Service Queuedj Delay in a aial Handled Aband ASA AHT Talk 5 min 30 minj toda Boston Proactive af afp a Boston uickResponse 4 23a 2esoaa 0 oa 2007 1088 100 100 100 Bostonegstaton al a 28a Bl Bl E oston test l a S ummary 1 93 aaa aaa aaa Boston Service l 41 0 265292 l 0 l 0 0 395 4 364 8 100 100 100 26529 265292 CC JL LE _ 02 0 0 292 2 261 6 100 100 1002 go D 3 O t D JJ D jn D D gt O 256 Template Reference
215. ine Internet Protocol IP The connectionless mode network service protocol of TCP IP IP enables the entities in a network to communicate by providing IP addresses and by numbering and sending TCP data packets over the network NICs PGs and Admin Workstations in the ICR system use IP to communicate over a wide area network See also Transmission Control Protocol TCP IP router See Router IP ISDN See Integrated Services Digital Network IVR See Voice Response Unit IXC See Interexchange Carrier G eo 0p 09 pe lt 304 Glossary Job Scheduler A tool that allows you to set up specific commands to be executed automatically at given dates and times You can schedule a command to execute once on several specific days or regularly on a weekly or monthly schedule Key An entry in a database index Each key in the index corresponds to a table row and is composed of specific column values from that row LAA See Longest Available Agent Label A value that the ICR returns to a routing client The routing client maps the label to either an announcement or a trunk group and DNIS value The routing client then either plays the announcement or delivers the call to the specified trunk group along with the DNIS value LAN See Local Area Network LEC See Local Exchange Carrier Local Area Network LAN The connection of several computers within a building usually using dedicated lines Local Cent
216. ion local database This name is typically awdb NICR and CICR AWs may have a customer specific prefix Central database user name The user name used by the ICR typically sa Local database user name The logon ID of the Admin Workstation user typically sa 107 on ep D i gt gt D ep a gt o Q p 5 Setting Thresholds and Drill Downs You can set up reports to alert you when certain values exceed or fall below expected levels The Threshold Editor allows you to set thresholds on one or more data attributes in a report For example within a report you might set a threshold value of 70 percent on the Service Level column When the service level drops below 70 percent that column of the report will turn red You can also set up reports to allow you to launch new related reports from within the currently displayed report By using the DrillDown Editor you can specify a report template to drill down to or launch from within a report This chapter describes how to add thresholds and drill downs to reports 108 Setting Thresholds and Drill Downs 5 1 Setting Thresholds in Reports The Threshold Editor lets you set threshold alerts on certain data in a report A threshold alert might notify you of call centers where the delay in queue is approaching an unacceptable level or where all agents are currently busy When a threshold is reached or exceeded a red or yellow threshold alert is dis
217. ious button Saving Drill Down Assignments You must save the report in order for the drill down capabilities to be saved If you close the report without saving it the drill down capabilities are lost To save the drill downs Choose File Save or click the Save button in the toolbar For new reports you will be prompted to enter a file name Invoking Drill Downs The drill down assignments are embedded in the report definition file This means that each time you open the report you can invoke drill down reports You can invoke a drill down for each of the data elements in a report component For example if the report contains data for three enterprise skill groups you can invoke a separate drill down for each enterprise skill group PI o 49 gt D 2 y o Q ep 114 Setting Thresholds and Drill Downs gt Toinvoke drill downs With the report displayed perform one of the following steps depending on the type of report component Ina graph or chart report component double click on a data attribute for a specific entity In the following example you could double click on any of the bars in the graph to invoke a drill down template for the specific peripheral service Ina grid style report component double click on the name of the specific service or skill group In the following example you could double click on one of the peripheral service names entsyc05_calls_offered_
218. ipheral skill groups You can group peripheral skill groups into services or enterprise skill groups Optionally you can group peripheral agents into agent teams Agent teams are groups of peripheral agents configured on the same peripheral to meet a business need You can have an agent team that includes agents at the call center and agents who work at home Although these agents are at different locations they are associated with a particular ACD at the call center Members of an agent team can also be members of one or more skill groups 1 2 3 Trunk and Network Trunk Groups A trunk group 1s a collection of trunks that is telephone lines Trunk groups typically contain trunks that are used for a common purpose The ICR routes calls to specific trunk groups not to specific trunks Within Monitor ICR you can monitor activity for a specific trunk group but not for a specific trunk A simple trunk group is associated with a single peripheral and typically reflects the peripheral s view of the trunks that 1s how the peripheral organizes its trunks However trunks can also be viewed from the routing client s perspective A routing client is an entity that sends routing requests to the ICR 28 Overview 1 2 4 A network trunk group 1s a group of trunks organized to reflect the routing client s view of trunks A network trunk group can map to one or more peripheral trunk groups For example say you have two VRUs at a call c
219. isable an agent distribution at any time Disabling an agent distribution allows you to stop the flow of all agent data to a Distributor AW when you are not viewing real time agent reports Enabling Agent State Trace Optionally you can track every state an agent passes through and display this data in Monitor ICR reports You can enable the agent state trace feature for individual agents To enable agent state trace Run Configure ICR Enable the Agent State Trace option in the Agent Configuration window Tracking every state of an agent puts an added load on the ICR Therefore you should use this feature only for short term tracking of specific agents See the Intelligent CallRouter System Manager Guide for more guidelines on using the agent state trace feature 2 4 Monitor ICR Reporting Scenario 2 4 1 In order to quickly detect changes in call volumes and service levels you need access to up to the minute data You also need historical data in order to analyze trends and gauge resources across the call center enterprise Monitor ICR allows you to combine real time and historical data in a single report In addition you can and have several reports displayed on the workstation screen at once Viewing Multiple Reports By viewing multiple reports you can get a clear picture of current and past call center performance For example say you are viewing a report that shows service levels for several enterprise services You n
220. ise Service Calls Offered over Half Hour HelpDesk Info MidTier NewMarkets Real Time and Historical Templates 201 entsvc06_serv_level_monitor_graph Description This template generates a real time bar graph that shows service levels for selected enterprise services since the end of the last five minute interval for the current half hour interval and since midnight Database Table Service _Real_ Time Data Service level The percentage of incoming calls to the enterprise service during the interval that were answered within a specified threshold Example Enterprise Service Service Levels PremiunSales NewMarkets go D 3 O t D JJ D jn D D gt O Last 5 mins Current 30 mins For the Day 202 Template Reference entsvc0O 7_now_to5 grid Description This template generates a grid that provides call counts queue status and service level data in real time and for the last five minutes for selected enterprise services A summary row totals the values in each column for all the enterprise services listed Database Table Service _Real_ Time Data Calls talking The number of calls on which agents for the enterprise service are currently talking Calls in queue The number of calls to the enterprise service that are in queue at each peripheral now Average delay in queue The average delay for calls currently in queue for the enterprise service Longest call in que
221. ise service Calls answered The total number of calls to the enterprise service that were answered during the interval A call is counted as answered when it reaches an agent Calls abandoned The total number of calls during the interval in which the caller hung up before being connected with an agent Service level The percentage of incoming calls to the service during the interval that were answered within a specified threshold Example Enterprise Service Calls Trend Analysis oo 49 3 e Q parn 4D JJ 4 jn C4 49 Over Last 5 minutes For Current Half Hour For the Day Enterprise Service D Aband ServLey 95 4 11610 96 6 6259 Registration 0 96 8 Service 0 96 7 27240 200 Template Reference entsvc0O5 calls _offered_half_pie Description This template generates a real time pie chart that shows the distribution of calls offered to selected enterprise services for the current half hour interval The Calls Offered value for example 18 01 is a percentage of the total calls offered to the enterprise services listed in the chart legend Database Table Service _Real_ Time Data Calls offered The percentage of the total of incoming and internal calls sent to the enterprise services for the current half hour interval Calls are counted as offered as soon as they are sent to the enterprise service Example A Untitled Enterpr
222. ished click Done The DrillDown Editor is closed and you are returned to the original report window You will also be able to invoke a drill down report for each peripheral service displayed in the historical grid You must save the changes you made to the report in order for the drill down capabilities to take effect If you close the report without saving it the drill down capabilities will be lost gt Tosave the drill down capabilities T Choose File Save or click the Save button You can now invoke the drill downs you just set gt To invoke the drill downs 1 With the report displayed double click on a bar in the Peripheral Services Queue Delay Status real time graph A Route Status drill down report appears Double click on a name to invoke a drill down See also Saving Your Workspace 67 Route Status Bellevue MidTier Calls Talking Calls In Queue 2 Double click on a bar for another peripheral service to specify that you want data for that peripheral service A new Routes Status drill down report appears 3 To close a drill down report make the window active and choose File gt Close For the historical portion of the report follow this same procedure but invoke the drill down by double clicking on a specific name in the Peripheral Service column of the grid Calls Analysis of Peripheral Services By Half Hour From 26 Dec96 08 00 To 30 Dec96 23 59 Peripheral
223. isplay data from the Distributor AW local database the historical templates draw data from records in the ICR central database These records are updated every half hour As an alternative AWs might draw data from an Historical Database Server HDS rather than directly from the central database One Distributor AW can be set up at an Admin site to serve as an HDS You can run any of the predefined templates by using the Template Launcher within Monitor ICR You can also combine real time templates and historical templates in a single report The remainder of this chapter lists the predefined templates and describes the kinds of data each template displays For more detailed information on how the data is calculated see the template reference in the Monitor ICR on line help Real Time and Historical Templates 155 agteam01_agent_status_by_position Description This template generates a real time grid report that shows the status of each agent in an agent team by position Database Table Agent_Real_Time Data Position The current extension on which the agent is working Agent name The first and last name of the agent Logged on skill group The name of the skill group to which the agent is currently logged on Logon date and time The date and time that the agent logged on Current state The current state of the agent Logged Off Logged On Ready Not Ready Work Ready Work Not Ready Talking Busy Other Reserved Unknow
224. istorical Templates 175 Callback message average length The average length in seconds for callback messages that were processed by the agent during the interval Callback message percent The percentage of all calls handled by the agent for the period that were callback messages Wrapup The percentage of time that the agent spent in wrap up on all calls counted as handled during the interval An agent performing wrap up is either in the Work Ready or Work Not Ready state This value is measured against the total time the agent was logged on during the interval Example Agent Call Detail Activity Report By Skill Group 1999 02 04 From 1999 02 03 00 00 01 To f1999 02 03 23 59 0 Skill Group Simulator_PG_1 TechExpert Page 25 of 26 Incoming Calls Outgoing Calls Internal Calls Callback Message Agent Name ___ Duration Total J Avg_ Length I Ava Leng 146 51 rapUp on colo an oj S 2 2 vg Length JZ wrapUp a a E EE a E E a E EE D a E EE a E E E E E D a E S C E olo go D 3 O t D JJ D jn D D gt O 176 Template Reference agtskg05_ agent_daily_perf Description This template generates a historical grid report that shows agent performance over a specified time period To arrive at daily values the ICR sums the Agent_Skill_Group_Half_Hour rows for each day Database Table Agent_Skill_ Group_Half_Hour Data Skill group The name of
225. ith a service This allows the ICR to account for each call under a service In this sense you can think of a service as being a collection of routes This is the reason you can drill down from services to routes in peripheral and enterprise service reports Route data are stored in the Route_Real_ Time and Route_Half_ Hour tables To arrive at daily values Monitor ICR sums the Route_Half_Hour rows for each day The ICR tracks the same types of data for routes as it does for services For routes the ICR tracks the following types of data Call counts Service levels Queues and delays Agent call handling states Agent time allocations For descriptions of the specific data tracked for routes see the Peripheral Services Data section earlier in this chapter Peripheral Data 149 7 9 1 Service Level The ICR tracks the service level for a route based on the calculation method that is in use for the peripheral service associated with the route There are three types of service level calculation methods each of which treat abandoned calls differently Abandoned calls ignored Abandoned calls negatively impact service level Abandoned calls positively impact service level The ICR collects the data needed to make all three calculations Service levels that are calculated by the peripheral itself are not available for individual routes See also For more information on service level calculations and the treatment
226. ithin the ICR service level threshold Service level without abandoned calls The ICR service level for the enterprise service without including abandoned calls in the calculation For more information on service level calculations see Chapter 7 Available Data Service level with abandoned calls The ICR service level for the enterprise service including abandoned calls in the calculation Example Effect of Abandoned Calls on Enterprise Service Service Levels Calls Calls Calls soins ricelo _____ Enterprise Service Offered Handled Abandoned within SVL Without Abandoned With Abandoned _ HelpDesk sss CHB 3 Info MassMarkets ooo l EE EE Miter 8 e a sal ff F remiumS ales 187 Proactive EO a iii 310 Service 131 Summary 2161 2161 al 41 Ht TI Real Time and Historical Templates 199 entsvc04_calls_trend_analysis Description This template generates a real time grid that shows call counts and service levels for enterprise services since the end of the last five minute interval for the current half hour interval and since midnight This grid also provides a summary row that totals the call count data for all services in the grid Database Table Service _Real_ Time Data Calls offered The total number of incoming calls and internal calls sent to the enterprise service during the interval Calls are counted as offered as soon as they are sent to the enterpr
227. itor real time and historical data about individual agents rather than groups of agents GEOTEL Enterprise Agent An optional ICR feature that provides CTI call distribution and reporting capabilities for agents that are not connected to an ACD GEOTEL Enterprise CTI An optional ICR feature that allows a Computer Telephone Interface CTI connection to an external device GEOTEL Gateway An optional ICR feature that allows a routing script to invoke an external application The script can pass arguments to the application and receive data in return GEOTEL Gateway SOL An optional ICR feature that allows a routing script to query data from an external database The script can then use the data to determine the target for a call GEOTEL Monitor ICR A GeoTel product that allows read only access to ICR data GEOTEL Network ICR An optional feature that allows a carrier to set up two levels of ICRs The first network level ICR receives routing requests from the carrier network It then either makes a simple routing decision or passes the request on to a second customer level ICR for further processing GEOTEL Partition An optional ICR feature that allows you to restrict access to specific ICR data to selected users or user groups within the enterprise For example the ICR database may contain data from several different divisions within a corporation You can define each division as a business entity You may then prevent us
228. ity Agent performance See also Chapter 7 Available Data provides an overview of the data available for agent level reporting Chapter 8 Template Reference provides details on each agent level Monitor ICR report template Enabling Agent Reporting A call center enterprise can contain many agents whose states are changing frequently Consequently while monitoring agent states the ICR might generate and store a large amount of data To limit the amount of data generated and stored the ICR provides two ways to control the generation of agent data Specify which peripherals in the enterprise provide agent data Define the flow of data from a specific peripheral to a Distributor AW site This is called an agent distribution 44 The Admin Workstation See also Configure ICR Configure ICR See also The Intelligent CallRouter System Manager Guide provides specific instructions for enabling agent level reporting Some general guidelines are presented here To specify which peripherals provide agent data Run Configure ICR In the Peripheral Configuration window set the Agent Reporting option for each peripheral you want to provide agent level data You can set this option on a peripheral by peripheral basis To define an agent distribution Run Configure ICR In the Agent_Distribution_Configuration window define which peripherals feed agent data to each Distributor AW site You can enable or d
229. kill group 234 Template Launcher 53 75 85 invoking 76 setting up 85 window 76 Templates 46 application gateway 155 156 157 158 160 163 164 165 166 168 171 172 173 174 176 179 221 222 223 224 225 227 call type 180 181 choosing 84 enterprise service 196 215 skill group 160 95 historical 154 naming conventions 85 network trunk group 218 219 220 peripheral service 247 67 skill group 216 46 real time 154 relationships with database 90 route 268 8 1 routing client 282 selecting multiple 84 trunk group 282 87 328 Index using multiple 84 Terminology Monitor ICR 46 peripheral specific 32 This Month time option 82 Week time option 82 Year time option 82 Threshold Editor 108 Threshold s alerts 61 108 109 and service level 109 examples of 61 64 in multiple component reports 109 saving 110 setting examples 63 in reports 108 warning examples 63 Tile option 92 Time format in Monitor ICR 81 options in Template Launcher 81 Today time option 81 Toolbar 71 73 72 display options 73 trkgrp01_alltrunkbusy_ graph 284 trkgrp02_idle_inservice_status 285 trkgrp03_trunkgroup_status_grid 286 trkgrp11_trunkgroup_performance_ grid 287 Trunk group 27 network 27 templates 282 88 Trunks idle 285 87 285 87 in service 285 87 285 87 peripheral terminology 33 34 Tutorial creating reports 49 _Uu UpdateAW process 40 User In
230. kwell Galaxy No Post Routing or translation routing GEOTEL Enterprise CTI not supported GEOTEL A gent Reporting not supported No duplexed PG operation No Longest Available Agent LAA routing Can route only to services not to specific agents or skill groups The ACD chooses the best group or agent to provide the service No real time agent state data but accumulated times in each state are reported continued The Meridian ACD supports a subset of trunk group real time and half hour data in the ICR database schema 36 Overview Peripheral Type Rockwell Spectrum Siemens HICOM 300E 9006 Siemens Rolm 9751CBX 9005 Restrictions No trunk group monitoring Duplexed PG operation supported only for TCP IP Transaction Link configurations No trunk group monitoring Limited conference call monitoring No Post Routing or translation routing GEOTEL Enterprise CTI not supported GEOTEL A gent Reporting not supported No Automatic Configuration No Longest Available Agent LAA routing No routing to a specific agent No trunk group monitoring No termination call detail data Limited real time service and skill group routing 2 The Admin Workstation See also The Admin Workstation AW is the human interface to the Intelligent CallRouter The Admin Workstation is a PC running GEOTEL software on the Microsoft Windows NT operating system Admin Workstations can be located throughout the
231. l Flow Diagram The IXC signaling network sends call information from its computer the Service Control Point SCP to the ICR in the form of a routing request The ICR using the information from the XC routing request and the data it has been receiving from call centers determines the best agent group based on skills current agent availability and queue Status The ICR returns a routing label destination for the call to the IXC The IXC then connects the call to the ACD where an appropriate agent 1s located What is the Intelligent CallRouter 21 1 1 3 Pre Routing The Intelligent CallRouter uses Pre Routing to ensure that incoming calls reach the appropriate agent resource the first time In Pre Routing the ICR executes routing decisions before the call terminates at a call center As shown in Figure 3 every time a caller dials the toll free number the IXC passes a routing request through the signaling network to the Intelligent CallRouter The interexchange carrier acts as a routing client while the Intelligent CallRouter acts as the routing server The XC routing request includes information about the call such as Number dialed Calling Line ID CLID or Automatic Number Identification ANI Caller Entered Digits CED The final routing decision or the call s destination is contained in a routing label which the ICR returns to the interexchange carrier The carrier is then responsi
232. l Templates 229 peragt06_ daily _agent_detail Description This template generates a historical grid that shows detailed agent state and call detail data for peripheral agents Note To generate this report you need to have Agent State Trace enabled for agent See the ntelligent CallRouter System Manager Guide for guidelines on using the Agent State Trace option Database Tables Agent_State_Trace Termination Call Detail Data Agent name The first and last name of the agent Event name The event that caused the agent s last state change Date time The date and time at which the state change occurred Duration Duration of the call in seconds for a private network call This is the time that the switch is processing the call Skill group The skill groups on which the agent has been active Agent state The current state of the agent Logged Off Logged On Ready Not Ready Work Ready Work Not Ready Talking Busy Other Reserved Unknown Calls on Hold Direction The direction of the call on which the agent is currently working In Inbound Out Outbound or Unknown Reason Code received from the peripheral indicating the reason for the state change ANI The ANI value for the call The ANI is a feature that provides the billing phone number of the phone from which the call originated go D 3 O t D JJ D jn D x D gt O Digits dialed Digits dialed on an outbound call Example
233. l agents in the enterprise skill group were involved in a call inbound outbound or internal Percent agents in wrap up The percentage of time that all agents in the enterprise skill group were involved in after call work Percent agents in busy other The percentage of time that all agents in the enterprise skill group were in the Busy Other state Example go D 3 O t D JJ D jn D D mD O Rolling 5 minute Enterprise Skill Group Status Skill Group a oul ido F Avail Talking KM Hed Josie a Other E Idle AE Talking oa ae Other MidTier 267 oaj 60 39 35 23 136 a7 34 26 oo 22 ax 13 24 51 12 12 8 0 0 Pets Pri 145 Al 30 E 1 al 89 ui 22 l am 21 z 1 El 61 15 0 0 sont ea OT aT ate af a an ie ez ae 188 Template Reference entskg05_utilization_graph Description This template generates a real time bar graph that shows a percentage utilization of agents in the selected enterprise skill groups Percentage utilization is the ratio between the time agents spend handling calls and the time agents were ready to accept calls Database Table Skill_Group_Real_Time Data Percent utilization The percent utilization is computed by dividing the total time agents spent handling calls by the total time agents were Ready The Ready time is calculated by subtracting the Not Ready time from the total time that agents were Logged On Example FA Unti
234. l center management reports The tool of most importance to the Supervisor is Monitor ICR Administrator Uses the Admin Workstation to maintain the ICR databases register new users in Windows NT and view system event log files 2 2 5 Open Database Architecture The ICR employs an open database architecture Monitor ICR is just one of many tools you can use to access the ICR central and local databases Other third party tools can be used to manage the data in these databases Applications like Microsoft Excel Microsoft Visual Basic and Powersoft InfoMaker allow you to access the databases and create reports You are also free to use other standard Windows tools to access data For example you can access data directly from the ICR databases using Microsoft SQL Server and Open Database Connectivity ODBC tools Note Although you can read any data you want from the ICR databases GEOTEL recommends that you do not directly modify data in the central database by using third party tools Modifying data with third party tools can cause disruptions in the system Use the ICR tools when modification is necessary 9 gt Q z 12 lt 2 m Q 12 2 3 Monitor ICR Reporting r Monitor ICR is the reporting and monitoring tool of the Admin ae Workstation It is an integral part of the AW and is the main subject of Monitor ICR this manual Monitor ICR features an extensive set of predefined report templates T
235. lCalls for all members sum ServiceLevelCallsOffered for all members Figure 14 Enterprise Service Calculation Examples 7 6 Trunk Group Data The ICR tracks data for each trunk group coming in to a switch A trunk group is a collection of telephone lines that are associated with a single peripheral and used for a common purpose Trunk group data are stored in the Trunk_Group_Real_Time and Trunk_Group_Half_Hour tables Trunk group data include data that are related to trunk usage and availability such as Trunks in service The number of trunks in the trunk group that are functional All trunks busy The total time in seconds that the trunk group was in a state when all trunks were in use Trunks idle The number of trunks in the trunk group that are non busy or idle Service Array Data 147 Calls Abandoned The number of calls to the trunk group that were abandoned during a current or previous half hour interval Calls in The number of incoming calls received on the trunk group during a current or previous half hour interval Calls out The number of outbound calls sent on the trunk group during a current or previous half hour interval In service time The aggregate number of seconds that trunks in the group were in service during a current or previous half hour interval In use inbound time The aggregate number of seconds that trunks in the group were used for inbound calls during a current or pr
236. late Reference agtper05 agent_daily_perf Description This template generates a historical grid report that shows agent performance by peripheral over a specified time period To arrive at daily values the ICR sums the Agent_Skill_Group_Half_Hour rows for each day Database Table Agent_Skill_ Group_Half_Hour Data Peripheral The name of the peripheral associated with the agents Agent name The first and last name of the agent Abandoned calls ring The total number of ACD calls abandoned while ringing at the agent s position Abandoned calls hold The total number of ACD calls abandoned while being held at the agent s position Abandoned calls average The average ring time in seconds associated with ACD calls that were abandoned while ringing at the agent s position Abandoned calls percent The percentage of time associated with ACD calls that were abandoned while ringing the agent s position This value is measured against the total time the agent was logged on during the interval Hold calls in The total number of completed inbound calls the agent placed on hold The value is incremented when the after call work associated with the call is completed Hold calls in average The average on hold time in seconds associated with inbound calls the agent placed on hold Hold calls in percent The percentage of hold time associated with inbound calls the agent placed on hold This value is measured against the total tim
237. lays call count and handle time data on a per day basis for selected enterprise skill groups This template also includes a summary row that totals or averages the data for all skill groups listed Database Table Skill_Group_Half_Hour Data Calls handled The total number of calls handled to completion for all agents in the enterprise skill group Agent calls out The total number of outbound calls made by agents in the enterprise skill group Average handle time The average handle time for calls handled by agents in the enterprise skill group Handle time includes time spent in the Talking In Work Ready and Work Not Ready states Average talk time The average talk time for calls to the enterprise skill group Talk time includes time spent in any of the Talking states Average wrap up time The average time agents in the enterprise skill group spent in after call work Agents performing after call work are in either the Work Ready or Work Not Ready state i Ca 3 O pe 14 JJ O h D MO gt 14 192 Template Reference FTE number of agents The FTE value for the number of logged on agents for the enterprise skill group FTE full time equivalent is the number of full time agents that would be required during a period to perform the work done in that period To calculate the FTE divide the number of seconds of work performed by the number of seconds in the period In this case the work performed
238. lback message total The total number of callback messages that were processed by the agent during the interval Callback message average length The average length in seconds for callback messages processed by the agent during the interval Callback message percent The percentage of all calls handled by the agent for the period that were callback messages Wrapup The percentage of time that the agent spent in wrap up on all calls counted as handled during the interval An agent performing wrap up is either in the Work Ready or Work Not Ready state This value is measured against the total time the agent was logged on during the interval Agent Performance The ICR tracks agent performance To arrive at daily values the ICR sums the Agent_Skill_Group_Half_Hour rows for each day Agent name The first and last name of the agent Abandoned calls ring The total number of ACD calls abandoned while ringing at an agent s position The value is incremented at the time the call disconnects Agent Data 131 Abandoned calls hold The total number of ACD calls that were abandoned while being held at an agent s position The value is incremented at the time the call disconnects Abandoned calls average The average ring time in seconds associated with ACD calls that were abandoned while ringing an agent s position Abandoned calls percent The percentage of ring time associated with ACD calls that were abandoned while ringing at
239. les calls and another skill group defined for agents who can speak Spanish Peripheral skill group data are stored in the Skill_Group_Real_Time and Skill_Group_Half_Hour tables To arrive at daily values the ICR sums the Skill_Group_Half_Hour rows for each day Skill Group Agent Data The ICR tracks data for the agents in a skill group Some examples of Skill Group agent data tracked in the Skill Group tables include Agents idle The number of agents who are in the Not Ready state that is logged on not involved in a call or after call work and not available to receive a call Agents available The number of agents who are in the Available state that is not occupied with any call activity and ready to accept calls Agents ready The number of agents who are logged on and are either talking on a call or performing after call work but are presumed to be ready to accept calls when done Agents talking in The number of agents talking on inbound calls Agents talking out The number of agents talking on outbound calls Agents talking other The number of agents who are talking on calls other than inbound and outbound calls for example internal calls Agents in wrap up The number of agents who are involved in after call work After call work includes activities such as completing paperwork or consultation work An agent performing after call work is in either the Work Ready or Work Not Ready State A
240. lls Offered over Half Hour DateTime From ian 08 1997 08 00 AM O Bbw ihn To fan 10 1997 11 59 PM DB sn Isr Title Calls Analysis Real Time and Historical persyc03_effect_of_aban_on_servicelevel Effect of Abandoned Calls on Peripheral Service Service Levels l Calls Calls Calls p Abend Semice Level Peripheral Service Offered Handled Abandoned within SYL Without Abandoned With Abandoned BelevueHelpDek sss C f waf a 100 004 100 00 persycl2_calls_analysis_half_hour Calls Analysis of Peripheral Services By Half Hour From 08 Jan 97 08 00 To 10 Jan 97 23 59 Servi Calls ervice Peripheral Service Date Time Level ASA Bellevue HelpDesk 09 Jan 97 00 30 03 Jan 97 01 00 _ O39 Jan 97 01 30 O39 Jan 97 02 00 09 Jan 97 02 30 T d gje Oh m This example is one report not four different reports You can distinguish the difference by looking at the title bars of each component A report component displays a template name for example persyc02_calls_status A report window displays a CMB title in its title bar This report example is shown in Shuffle Mode which is a display mode that allows you to move and resize report components on the screen A multiple component report can be enclosed in one window or expanded by clicking on the Maximize and Mini
241. lls abandoned within service level The number of calls to the route that were abandoned within the ICR service level threshold Service level without abandoned calls The ICR service level for the route without including abandoned calls in the calculation For more information on service level calculations see Chapter 7 Available Data Service level with abandoned calls The ICR service level for the route including abandoned calls in the calculation Example Effect of Abandoned Calls on Route Service Levels Serice level Sd Calls Calls Calls Aband Service Level Route Offered Handled Abandoned within S L Without Abandoned With Abandoned Bellevue HelpDesk 128 120 Bellevue Info 96 96 g0 86 oa 84 00 84 00 100 00 100 00 100 003 100 00 Bellevue MassMarkets Belevue MidTier C f 1 fBellevueNatidcctSev _ a af g Belevue NewMarkets C_ af af g Belevue PremiumSaes _ af z g BellevueProactve I 164 Summary 1176 1099 12 DQLNLS r m oo DLS iji TINT N Real Time and Historical Templates 273 routes04 calls_trend_analysis Description This template generates a real time grid that shows call counts and service levels for routes since the end of the last five minute interval for the current half hour interval and since midnight This grid also provides a summary row that totals the call count data for all service
242. lls at a specified number at a discounted price Work Not Ready state A state in which an agent is involved in after call work and is assumed not to be ready to accept incoming calls when done Work Ready state A state in which an agent is involved in after call work and is assumed to be ready to accept incoming calls when done O 0p 2 Q gt lt Workspace The state of a tool at a given time Some tools let you save your workspace either automatically when you exit or manually at any time For example when you save workspace the Script Editor saves the following information State size and position of the Script Editor main window 318 Glossary Names and versions of scripts that are currently open Mode of each open script State size and position of each script window or icon Current use of grids State of the object palette toolbar and status bar The next time you start the Script Editor it restores the saved state Wrap up Call related work performed by an agent after the call is over An agent performing wrap up is in either the Work Ready or Work Not Ready State Zoom To shrink or enlarge the appearance of objects on the screen Index Symbols CMB files extensions 86 CSV See Comma separated values data format Numbers 1 2 3 option 93 800 number s ICR routing of 20 __ A Abandoned calls enterprise service 198 199 202 205 208 210 213 214 2
243. lly submitted The print job will execute on the specified date and time 6 1 3 Changing Scheduled Jobs You can change a scheduled job at any time For example you might want to print a different report or change the frequency with which a report is printed You can use the Job Scheduler to change only PrintRpt jobs You cannot change jobs that were scheduled through the DOS AT command gt 6 1 4 6 1 5 ICR Job Scheduler 123 To change a scheduled job 1 Inthe ICR Job Scheduler window select a job from the list of scheduled jobs 2 Click the Change button The Job Details dialog box appears Change the fields as described in Scheduling Reports to Print earlier in this chapter When you are satisfied with the new job details click Apply 5 Optional To reset the ICR Job Scheduler settings to their original State click the Reset button 6 Inthe ICR Job Scheduler window click Apply to submit the changes to the ICR Job Scheduler The value in the Time field changes from 24 hour format to A M or P M You can use this as an indicator that the job has been successfully changed and submitted Deleting Scheduled Jobs When you no longer need to have a particular report scheduled to print you can remove it from the job scheduler Print jobs scheduled using the Next and Today Tomorrow options are automatically deleted from the scheduler after they have executed To delete a job 1
244. log box appears Save Report Definition bttest cmb TUTOR cmb E gt persve Report Definition cmb c BROOK C Notice that the Save Report Definition dialog box defaults to the appropriate directory for the report For example if you create a report on a peripheral service the Report Definition dialog box defaults to the persvc directory The persvc directory is reserved for storing only reports on peripheral services Similarly other custom subdirectories on the AW exist to hold certain types of reports See Table 7 for a list of these subdirectories Type a file name The CMB extension is retained Click OK The report definition is saved Working with Reports 87 If you have already saved the file you can choose File Save As to save the report definition to a new file with a new name The File Save As option also displays the Save Report Definition dialog box Note Saved reports do not show up in the Template Launcher list of templates You must open report definitions by using the File gt Open command or clicking the Open button Table 7 Default ICR Subdirectories Subdirectory Report Category agteam Agent Teams agtper Agents by Peripheral agtskg Agents by Skill Group apgate Application Gateways caltyp Call Types entagt Enterprise Agents entskg Enterprise Skill Groups entsvc Enterprise Services nettrk Network Trunk Groups peragt Peripheral Agents periph Peripherals
245. ls or internal calls sent to a specific enterprise service collection of gates In real time data a call is counted as offered as soon as it 1s sent to a gate Calls in Queue Que The number of calls to the enterprise service that are in queue now Calls Held Hld The number of calls to the enterprise service that are currently queued for longer than the service level threshold Primary Position Manned Ppm The number of agents for the enterprise service who are logged on to their primary assignment gate also referred to as the agent s primary position Available Agents Aav The number of agents for the enterprise service who are ready to accept calls and are not currently involved in call work Incoming Calls In The number of agents who are talking on incoming calls Outgoing Calls Out The number of agents who are talking on outgoing calls After Call Work Cw The number of agents who are involved in after call work After call work includes post call activities such as completing paperwork or consulting with associates Agents performing after call work are either in the Work Ready or Work Not Ready state Other Time Othr The sum of the time that agents spend in the Not Ready and Busy Other states Average Speed of Answer Asa The average time that all calls offered to the enterprise service during the current five minute interval waited before being answered Real Time and Historical Templates 205
246. m 9751CBX Release 9005 VRUs from AT amp T Brite Edify IBM InterVoice Lucent Microlog Periphonics Tandem and VoiceTek For more information on VRU support see the ntelligent CallRouter Product Description Each of these peripherals has its own terminology to describe the call center In most cases the ICR terms map very closely to the corresponding ACD terms In some cases the mapping of ICR to ACD terms is not as precise For example although it might make sense to associate each VDN on a DEFINITY ECS with an ICR service you could also map each hunt group to a service Tables 1 2 and 3 summarize the mapping of ICR call center terminology to ACD specific terminology On Rockwell Galaxy ACDs and on Lucent DEFINITY ECS ACDs running in EAS mode each skill group has primary and secondary subgroups The ICR emulates this by automatically creating additional skill groups for these peripheral types In reports and scripts you can reference the pri and sec skill groups directly or you can refer to the base skill group The base skill group is an inclusive skill group that organizes related primary and secondary subgroups Peripheral Specific Terminology 33 Table 1 Aspect Lucent and Nortel ICR Terminology Mapping GEOTEL Aspect Lucent DEFINITY Nortel DMS ICR CallCenter ECS 100 SL 100 Nortel Meridian Service Application Vector Directory Primary or ACD Directory Number VDN supplementary Number ACD DN ACD DN or AC
247. matic Call Distributor ACD Private Branch Exchange PBX or Voice Response Unit VRU The data connections to each peripheral provide the ICR with real time data on agent group and call activity The ICR has two main functions in the call center enterprise routing calls and collecting management information The management information is used to make informed decisions on where to route calls It is also used to monitor and report on call center performance In a GEOTEL Enterprise CTI environment management data can also used in a variety of integrated desktop and server CTI applications 20 Overview 1 1 2 Call Routing A typical CR routed call goes through the following stages Figure 3 illustrates these stages in detail The Intelligent CallRouter is constantly receiving data from call centers on agent availability queue status and call handling performance A caller dials the toll free number The Local Exchange Carrier LEC passes the call to the IXC Intelligent CallRouter Agent and Queue Data from Remote Call Centers Routing Request Includes Dialed Number 0800 486 0029 Calling Line ID 508 486 1100 Caller Entered Digits 5239033XX 4 6 Routing Label Returned 6771711234 BT Signaling Network Trunk Grp 171 DNIS 1234 Caller s Number Va 508 486 1100 0800 Caller Local Exchange BT Switch BT Switch 4677 Cambridge Call Center Call Center Site Figure 3 ICR Cal
248. mber equals or goes over 45 seconds it means that an unacceptable performance level has been reached or exceeded The Longest Call bar will turn red to indicate this more serious condition The Average Speed of Answer yellow and red thresholds will also be triggered when performance levels equal or exceed 15 and 20 seconds respectively You can now set thresholds in the historical portion of the report To set thresholds in the historical grid 1 Within the Threshold Editor click the Next button The Threshold Editor displays the data attributes for the historical Calls Analysis grid 2 Enter the threshold values as shown in the following example Note that service level threshold values must be set in decimal format FA Threshold Editor pers yc12_calls_analysis_half_hour Attribute Relation Threshold amp cals offered oaf T a a CS S Jovahendetme E Cd e Cd SS E e E S a O D Q Q pad UJ 09 O 12 3 Important Be sure to change the Relation for service_level to lt You want the Service Level threshold to be triggered when the value equals or falls below a certain value 4 click Apply You just set the number of Calls Offered thresholds to highlight the column if the number of calls equals or exceeds gt 50 and 60 in any 64 Creating a Report half hour interval You also set the Service Level thresholds to lt to 80 percent for the yellow warning and lt 75 percent
249. me Answered call A call is counted as answered when it reaches an agent or VRU For example the CallsAnsweredTo5S field in the Service_Five_Muinute table counts the number of calls that reached agents or VRUs during the five minute interval The calls might still be in progress when the interval ends Glossary 291 By contrast a call is not counted as handled until it is finished Therefore the number of answered calls and handled calls during an interval is not necessarily the same but eventually each answered call is counted in both categories Application Bridge Server ABS A GEOTEL software module that allows the ICR to share the Application Bridge interface from an Aspect ACD with other applications Application Gateway A construct that allows an ICR routing script to invoke an external application You can configure a gateway in Configure ICR and reference it through the Gateway node in a script Application Gateways are available only if you purchase the GEOTEL Gateway product Area code A three digit prefix used to indicate the destination area for long distance calls Also known as Numbering Plan Area NPA You can use the area code to classify calls into call types You can also define a region as a collection of area codes ASA See Average Speed of Answer ATB See All Trunks Busy Automatic Call Distributor ACD A programmable device at a call center that routes incoming calls to targets within that call
250. mes 121 specifying file names 121 Printrpt command 120 121 PRINTRPT LOG file 120 122 example 124 Private Branch Exchange PBX 19 PSN See Public Switched Network Public Switched Network PSN 19 R Ready state count of agents in enterprise skill group 183 peripheral skill group 234 Real time data 40 feed and controller time 74 failure setting 103 templates overview 46 Real time feed 39 Refresh rate 103 Relations field in Threshold Editor 109 Relative date option 88 time 81 advantages of 82 options 81 Report s 86 101 arranging on screen 92 changing background color 103 components of 88 89 data saving for export 101 definition 47 59 deleting 100 file contents 87 modifying 99 saving 86 saving changes to 100 examples 44 50 51 generation of 75 85 layout 56 number of components 89 overview 46 presentation mode 91 printing 96 resizing components 91 single vs multiple component 51 title box 91 updating with data 93 working with 86 several 92 Resizing report components 90 Resume button 72 94 Retrieve button 59 72 Retrieving historical data 93 Rockwell Galaxy ACD 32 Spectrum ACD 32 Rockwell Galaxy gate status report 204 216 256 268 hardware status report 232 limitations 35 software status report 231 terminology 34 Rockwell Spectrum terminology 34 Routes 29 and peripheral targets 30 templates 268 8 1 routes01_queue_delay_status
251. ming calls Outgoing calls total The total number of completed outbound ACD calls made by the agent during the interval The value is incremented when the after call work associated with the call is completed Outgoing calls average length The average length in seconds for outgoing calls made by the agent for the interval Outgoing calls percent The percentage of all calls handled by the agent for the period that were outgoing calls Internal calls total The total number of internal calls initiated by the agent during the interval The value is incremented when the after call work associated with the call is completed Internal calls average length The average length in seconds for completed internal calls made by the agent for the interval Internal calls percent The percentage of all calls handled by the agent for the period that were internal calls Callback message total The total number of callback messages that were processed by the agent during the interval Callback message average length The average length in seconds for callback messages that were processed by the agent during the interval Real Time and Historical Templates 225 Callback message percent The percentage of all calls handled by the agent for the period that were callback messages Wrapup The percentage of time that the agent spent in wrap up on all calls counted as handled during the interval An agent performing wrap up is either in the Work R
252. mize buttons Expanding the report removes the window border and report title bar In addition three options in the Window menu place a window around a multiple component report Tile Layer and Cascade These options are used in arranging reports on the Monitor ICR screen A J 49 O 3 UJ Q a i d2 90 Reporting Basics See also For more information on working with more than one report on the screen see Working with Several Reports later in this chapter Multiple component reports can be useful in displaying different types of data in a single report Note however that each component can display only one type of data that 1s real time or historical This is because a single template can retrieve data from only one source the local database or the central database A single template cannot retrieve data from both databases A report created with several templates on the other hand can display data from both the local and central databases 4 4 3 Shuffle Mode When you have a report that contains more than one component you need a way to move and resize the components within the report window Shuffle mode allows you to lay out and resize report components on the screen The following example shows how a report with two components first appears after it is created through the Template Launcher When a multiple component report first appears it is automatically displayed in Shuffle Mode Da
253. mple within a Sales peripheral service you might have Spanish and Japanese skill groups to support Sales calls from callers who speak these languages Peripheral skill groups are skill groups that are tied to a specific ACD or PBX Each skill group contains a number of agents Agents can be assigned to one or more peripheral skill groups Like services skill groups can be combined on an enterprise basis 26 Overview Figure 6 shows the relationship between enterprise and peripheral skill groups Enterprise Skill Groups HelpDesk Spanish HelpDesk Pri Spanish Pri HelpDesk Sec Spanish Sec Peripheral Skill Groups D Boston HelpDesk _ Boston HelpDesk Pri Boston HelpDesk Sec eS Denver HelpDesk s e i Boston Spanish ae Denver HelpDesk Pri pcs on panish rri Denver HelpDesk Sec en eo Denver Spanish E 3 Denver Spanish Pri ae ed Denver Spanish Sec Jo Dallas HelpDesk x pi Dallas HelpDesk Pri Dallas HelpDesk Sec Boston Spanish Sec Dallas Spanish Pri Dallas Spanish Sec These peripheral skill groups are logically combined to form the enterprise skill group HelpDesk Pri Figure 6 Enterprise and Peripheral Skill Groups On Lucent DEFINITY ECS ACDs running in EAS mode and on Rockwell Galaxy ACDs each skill group has primary and secondary subgroups The ICR emulates t
254. n Calls on Hold Direction The direction of the call on which the agent is currently working In Inbound Out Outbound or Unknown Destination The type of outbound call ACD direct or Unknown Last state change The date and time that the agent s state last changed Reason A code received from the peripheral that indicates the reason for the agent s last state change Example Untitled BOUdIOJOY a ejdwea 8 Agent Status By Position 1999 02 03 Agent Team HelpDesk Page 2 of 4 Logged On Skill Group 1999 02 03 13 53 12 1999 02 03 13 53 14 1999 02 03 13 53 14 1999 02 03 13 53 10 1999 02 03 13 53 16 1999 02 03 09 12 02 TALKING 1999 02 03 13 53 16 156 Template Reference agteam02_agent_status_by_skillgroup Untitled Description This template generates a real time grid report that shows the status of each agent team member The report also shows which skill group the agent is currently logged on to Database Table Agent_Skill_ Group_Real_Time Data Agent team The name of the agent team Skill group The skill group to which the agent is logged on Agent name The first and last name of the agent Logon date and time The date and time that the agent logged on Agent state The current state of the agent Logged Off Logged On Ready Not Ready Work Ready Work Not Ready Talking Busy Other Reserved Unknown Calls on Hold Last state change The date and time that the
255. n D D gt O 236 Template Reference perskg03_ status graph Description This template generates a real time bar graph that shows the percentage of agents from selected peripheral skill groups who are in any of four call handling states Database Table Skill_Group_Real_Time Data Agents available The percentage of all agents in the peripheral skill group who are not occupied with any call activity and are ready to accept calls Agents idle The percentage of all agents in the peripheral skill group who are idle that is logged on not involved in a call or after call work and not available to receive a call Idle is also referred to as Not Ready Agents talking The percentage of all agents in the peripheral skill group who are talking on a call inbound outbound or internal Agents in wrap up The percentage of all agents in the peripheral skill group who are involved in after call work An agent performing after call work is in either the Work Ready or Work Not Ready State Example FA Untitled Peripheral Skill Group Agent State Status f Bellevue MassMarkets pri p Bellevue Info sec p Bellevue Info pri p Bellevue HelpDesk sec p Bellevue HelpDesk pri o o y 0 100 Available Iclle Wrapup Real Time and Historical Templates 237 perskg04 status grid tod Description This template generates a rolling five minute grid that shows full time equivalent FTE values for agents
256. n agent is talking on an internal neither inbound nor outbound call Talking Out state A state in which an agent is talking on an outbound call Talking state O 0p 2 Q gt lt A state in which an agent is talking on a call This includes the Talking In Talking Out and Talking Other states TCP IP See Transmission Control Protocol Internet Protocol Termination call detail Data that contains information about how each call was handled at a peripheral This data includes items such as the identifiers for the agent and the peripheral that handled the call ring time after call work time and the identifier for the route where the call was sent Termination call details are stored in the central database 316 Glossary Tie line A private trunk line that connects two ACDs or PBXs across a wide area Toolbar The row of buttons that appears by default at the top of a tool s main window You can execute specific commands quickly by clicking a button on the toolbar Translation route A target at a Peripheral Gateway that does not map to a specific service skill group or agent When a call arrives at a translation route the Peripheral Gateway PG is responsible for determining the ultimate target When the ICR routes a call to a translation route it sends a message to the PG This message contains the ultimate target and further instructions for the PG For example the PG might be instructed to co
257. n in which the ACD sends routing requests to the ICR through the Peripheral Gateway This is a type of Post Routing PSN See Public Switched Network Public Switched Network PSN The public telephone network The PSN provides the capability of interconnecting any home or office in the country with any other Query The act of requesting information from a database or the statement used to request that information See also Structured Query Language SQL Queue time The time a call spends queued at a peripheral waiting for an agent to become available Queue time occurs after delay time and before ring time Queued call A call that has arrived at a peripheral but that is being held until an agent or other resource becomes available to handle the call RAID See Redundant Array of Inexpensive Disks Ready state A state in which an agent is logged on to the system and is currently available to handle a call is talking on a call or is involved in after call work and presumed to be available to handle another call when done Real time data Real time information about certain entities within the ICR system is updated continuously Real time data includes data accumulated since the end of the last five minute interval ServiceLevelToS for example and since the last half hour interval ServiceLevelHalf Real time records themselves do not accumulate in the database as historical records do each update overwrites the existing
258. nalysis for Bellevue Denver and Omaha MidTier Services Bellevue MidTier Denver MidTier From 26 Apr1997 08 00 AM To 28 Apr1997 11 59 PM o MidTier 127 Seconds Calls Analysis of Peripheral From Avg Delay Expected D Longest Cal Peripheral Service Bellevue MidTier wn BIE LS a is allele HUE sesso HUE Adsl LL TTT alll lll Often when using Monitor ICR you create reports that contain only one report component for example a real time graph showing the delay in queue In some cases you might want to display real time and historical data in a single report With Monitor ICR you can launch several report templates at the same time to create a report with multiple real time and historical components Although the report generation process is basically the same whether you use one or more templates some Monitor ICR features are specific to multiple component reports Therefore it s worthwhile to learn how to use Monitor ICR by creating a multiple component report a O S D D gt JJ D O O i 52 Creating a Report on 2 Starting Monitor ICR Monitor ICR See also 3 2 1 To start Monitor ICR click Start then point to Programs In the Programs menu point to GEOTEL Admin Workstation and click Monitor ICR The Monitor ICR main window appears Controller Time x 1999 01 21 14
259. name The first and last name of the agent Duration The total time in seconds that the agent was logged on during the interval 130 Available Data 7 2 4 Incoming calls total The total number of inbound ACD calls handled by the agent during the interval This value is incremented when the after call work associated with the call is completed Incoming calls avg length The average length in seconds for incoming calls handled by the agent during the interval Incoming calls percent The percentage of all calls handled by the agent for the period that were incoming calls Outgoing calls total The total number of completed outbound ACD calls made by the agent during the interval The value is incremented when the after call work associated with the call is completed Outgoing calls average length The average length in seconds for outgoing calls made by the agent for the interval Outgoing calls percent The percentage of all calls handled by the agent for the period that were outgoing calls Internal calls total The total number of internal calls initiated by the agent during the interval The value is incremented when the after call work associated with the call is completed Internal calls average length The average length in seconds for completed internal calls made by the agent for the interval Internal calls percent The percentage of all calls handled by the agent for the period that were internal calls Cal
260. nd how the call should be handled by the ACD PBX or VRU The ICR uses the DNIS and trunk group to indicate the destination for a call DID See Direct Inward Dialing Dialed Number Identification Service Direct Inward Dialing Dialed Number Identification Service DID DNIS When a call arrives at an ACD or PBX the carrier sends a digital code on the trunk line The switch can read this code to determine how it should dispatch the call Typically this value is the specific number dialed by the user By mapping each possible code with an internal extension the switch can provide direct inward dialing DID The ICR uses the DID DNIS value to specify the service skill group or specific agent to whom the switch should route the call The switch reads the value from the trunk line when the call arrives and dispatches the call appropriately Distribute To divide calls among a series of targets based on a numerical formula You can use a Distribute node to do this within a script To distribute calls on a strict percentage basis rather than a formula basis you can use a Percent Allocation node Distributed Diagnostics and Service Network DDSN The facilities that gather events within the ICR and automatically report any unexpected behavior to GeoTel Customer Support The DDSN includes the Customer Support Forwarding Service CSFS and DDSN Transfer Process DTP O 0p 2 Q gt lt 298 Glossary Distributor
261. nd you set thresholds on the Average Delay in Queue those thresholds would apply to all three peripheral services in the report Setting Thresholds in Multiple Component Reports If you want to set thresholds in another component of the report click the Next button in the Threshold Editor dialog box The dialog box displays the data attributes for the currently selected report component You can move through several report components in this manner setting thresholds for each as you continue Similarly you can return to the previous report component by clicking on the Previous button on ep D i gt gt D ep a gt o Q ep 110 Setting Thresholds and Drill Downs 5 1 2 Saving Threshold Settings You must save the report in order for the threshold settings to be saved in the report definition If you close the report without saving it the threshold settings will be lost To save the threshold settings Choose File gt Save in the Monitor ICR window or click on the Save button The next time you open the report the thresholds will be in place and enabled 5 2 Using Drill Downs in Reports 5 2 1 The DrillDown Editor lets you add another level of detail to a report The details are in the form of an additional report template which you can launch from within the current report For example 1f you are viewing a report about an enterprise service you might want to drill down to see more data
262. ndling Sales calls Calls can then be routed to the skill group that has the appropriate level of expertise to handle the call The ICR implements skills based routing at the network level rather than just within a peripheral This allows the ICR to examine skill groups on all peripherals before deciding where to route the call Glossary 315 SQL See Structured Query Language SQL Server The Microsoft relational database product used for the ICR s local and central databases Status bar The set of fields that appear by default at the bottom of an application s main window Structured Query Language SQL A standard database query language in which you can formulate statements that will manipulate data in a database The statements include SELECT for data retrieval UPDATE for data modification DELETE for data deletion and INSERT for data insertion You can access the ICR databases using SQL and any client tool that supports ODBC System time The time as used consistently throughout an ICR system Although parts of the ICR system can be in different time zones they all use the same clock time The system time is typically the local time for Side A of the ICR Central Controller Talk time The total seconds that agents in a skill group are in the Talking In Talking Out and Talking Other states Talking In state A state in which an agent is talking on an inbound call Talking Other state A state in which a
263. ndoned while being held at an agent s position The value is incremented at the time the call disconnects Abandoned calls average The average ring time in seconds associated with ACD calls that were abandoned while ringing an agent s position Abandoned calls percent The percentage of ring time associated with ACD calls that were abandoned while ringing at an agent s position This value is measured against the total time the agent was logged on during the interval Hold calls in The total number of completed inbound calls the agent placed on hold The value is incremented when the after call work associated with the call is completed Hold calls in average The average on hold time in seconds associated with inbound calls the agent placed on hold Hold calls in percent The percentage of hold time associated with inbound calls the agent placed on hold This value is measured against the total time the agent was logged on during the interval Hold calls out The total number of completed outbound calls the agent placed on hold at least once The value is incremented when the after call work associated with the call is completed Hold calls out average The average on hold time in seconds associated with outbound calls the agent placed on hold Real Time and Historical Templates 161 Hold calls out percent The percentage of hold time associated with outbound calls the agent placed on hold This value is measured against the
264. ne help system provides information on the user interface and menus of Monitor ICR For details on the menu options and other subjects invoke the Monitor ICR on line help a JJ D O O S gt vo UJ D cee O p 74 Reporting Basics gt Invoke on line help by using one of these methods Provides a brief overview of the application Provides access to step by step Monitor ICR Tasks instructions for common tasks k Monitor ICR Interface Contains details on the user ICR Master Help interface of the application Provides in depth template reference material Starts master help which gives you access to help for each ICR tool 4 2 3 In the Monitor ICR window click the Help button Select Help from the Help menu Press Fl The Help contents window is shown in the following example Help Topics Monitor ICR Help 2 What is Monitor ICR Report Templates Each Help system on the Admin Workstation works in the same way If you click the Master Help button in any of the ICR help systems another help window appears which lets you navigate to other help systems via a Help Topics window Controller Time The Controller Time window appears whenever the Monitor ICR window is displayed You can position the Controller Time window anywhere on the screen while you are working in Monitor ICR It is part of the Monitor ICR application and is closed and minimized along wi
265. nned Logged Off Signed Off Logged_Out Spare N Ready Ready All other states other than Manned but not in Walkaway gt AUX and UNKNOWN 5 J Not Ready Idle AUX UNKNOWN Walkaway U Available Avail AVAIL Wait w DNOHOLD e lt ACD Ready gt lt ACD Ready gt Talking In Talking ACD 1 ACD IN ACD Talking ACD2 DACD ACD DNOH Talking ACT 1 ACD DNIH Talking ACT2 ACDHOLD ACDH DNIH ACDH DNOH Talking Out Talking Outl ACD OUT N A Talking Out2 continued Logged_In and Logged Out are not CMS agent states Logged Off is not an agent state but rather a necessary condition for being in any State Agents who are in Walkaway with a call on hold are counted as Ready These states occur only if ACAA is set for the ACD DN in LD 23 ACAA allows new ACD calls to an agent who has an Individual DN IDN call on hold gt Agents in these states are counted as Talking In if the ACD line was the last line active 138 Available Data GEOTEL Aspect ICR CallCenter Lucent DEFINITY ECS Nortel Meridian Talking Talking Inside AUX IN OUT DN IN Other Supervisor Line ACW IN OUT DNOUT MSG DNOHOLD HELP DNIHOLD ACDH DNO ACDH DNI NRDY DNO NRDY DNI NRDY DNOH NRDY DNIH ACDH DNOH ACDH DNIH Work Ready Wrap up ACW Not Ready DACW Work Not N A N A N A Ready Busy Other MSG OTHER Not Avail Reserved RSVD N A RESERVE Hold HOLD N A N A On ACDs using the Aspect Event Link these additional states map to
266. nnnnnnnnnnnnnnnnn nna 41 2 3 1 Enterprise and Peripheral Reporting ccccccsseeeeeeseeeeeeeeees 42 Ze TAOSME REDONO eeen EER 43 2 4 Monitor ICR Reporting SC nario cccssssecsseeseesssenseeeenseeseeeseeseennees 44 2 4 1 Viewing Multiple Reports ccccccccssssceeceeseeeesseseeeeseeseesseees 44 2 4 2 Analyzing the ANA veapeirsidas ch Cutawacbnccettoin sateulencnewiaratinetahanayvanca vans 45 2 4 3 Correcting the Situation ccccccccccssseeeeeeeeeceeseeeeeeeeeseeeeeeeaeees 46 2 4 4 Monitor ICR Reporting Terms cccccccecccccseeeeeseeeeeeseeeeeeeaees 46 Bide VVC VIC W ioen r tae bosaree so scepeanesases cenneee aosdveconcscuseeceteseceusswcseeeeseose ssa 47 st Creating a REDOV cchahcsceeleatateccelescetaelsc gic Ra S 49 S1 The REDON EXAMP l Escri E 50 3 2 Staring Monitor ICR arinaa aaa weenie 52 32 Controler TiN sssrseni ea lee en als feu ees 52 3 3 Setting Up the Template Launche ccssseesessesceseeeeseeseeeeeees 53 3 4 Launching the Report icsciciecsceeccccicaveceoessaseccsandesceezeassnecncsascosvessoscestcaseses 56 3 4 1 What the Report SHOWS ccccccccccsssseeeeeesseseseeeeeseeeseeeeesseaess 58 Stee The Slats Bar vce te ee ie ee 59 3 5 Retrieving the Latest Historical Data scccccsssseeesenseeeeeeseeseeenees 59 SOc PINUUIMG TNE REDON ee cieww essen cits a a aa 59 Bars SAVING TNE REDO nana a a E 59 3 8 Opening the Report ssasnnnn
267. nt was logged on during the interval Incoming calls total The total number of inbound ACD calls handled by the agent during the interval This value is incremented when the after call work associated with the call is completed Incoming calls avg length The average length in seconds for incoming calls handled by the agent during the interval Incoming calls percent The percentage of all calls handled by the agent for the period that were incoming calls Outgoing calls total The total number of completed outbound ACD calls made by the agent during the interval The value is incremented when the after call work associated with the call is completed Outgoing calls average length The average length in seconds for outgoing calls made by the agent for the interval Outgoing calls percent The percentage of all calls handled by the agent for the period that were outgoing calls Internal calls total The total number of internal calls initiated by the agent during the interval The value is incremented when the after call work associated with the call is completed Internal calls average length The average length in seconds for completed internal calls made by the agent for the interval Internal calls percent The percentage of all calls handled by the agent for the period that were internal calls Callback message total The total number of callback messages that were processed by the agent during the interval Real Time and H
268. ntitled report window appears Controller Time PA 1999 01 21 14 39 44 DateTime From 1999 01 18 08 00 AM To 1999 01 21 11 59 PM gt To design the report l Click on the Maximize button in the upper right corner of the report window The report window is maximized You may also want to maximize the Monitor ICR window Drag the graph chart and text objects and resize them Try to lay out the report so that you can see all the data and the graph and chart titles In tabular report components like persvc12 you can use the scroll bar on the right side of the window to view more data Launching the Report 57 The following example shows the items in the report resized and repositioned You may choose to use a different layout Controller Time PA 1999 01 21 14 39 44 CE persycO1_queue_delay_status Peripheral Service Queue Delay Status Bellevue MidTier Denver MidTier DateTime From 1999 01 18 08 00 AM To 1999 01 21 11 59 PM Omaha MidTier 84 pers c12_calls_analysis_half_hour Seconds Calls Analysis of Peripheral k From 26Dec96 08 00 j Avg Delay Expected Longest C Peripheral Service Date E ellevue MidT ier 27 Apr 97 27 Apr 97 27 Apr 97 27 Apr 97 27 Apr 97 27 Apr 97 27 Apr 97 27 Apr 97 27 Apr 97 27 Apr 97 27 Apr 97 27 Apr 97 27 Apr 97 Time LEVE 00 30 01 00 01 30 02 00 02 30 03 00 03 30 04 00 04 30 05 00 05 30 06 00 06 30 p
269. number of logged on agents for the peripheral skill group This value is the total time agents were logged on during the interval divided by the total number of seconds in the interval For more information on FTE see perskg04_status_grid_to5 earlier in this chapter Real Time and Historical Templates 241 Example FA Untitled Peripheral SkillGroup Performance By Half Hour From 02701797 00 00 To 02701797 23 59 Peripheral SkillGroup oo oD m lt Pa m gt 2 BY Date 02 01 97 Time 00 30 01 0 01 3 m a a d io ma pa t ejeje lolols a ESS A o fe 03 0 03 3 04 0 de ESS gt peN Calls Out Average Handle Time 446 5 Average Talk Time Average Wrapup Time 30 1 FTE Agents 446 5 416 1 30 1 Ja o 446 5 fe 446 4 Ja 446 5 30 1 Ja o 446 6 30 1 fe ao 446 4 tf n 446 5 Ja 446 5 05 0 05 30 06 0 06 3 __ 07 00 07 3 08 00 08 30 09 0 09 3 10 0 10 3 446 4 446 4 446 4 446 4 446 4 446 4 4467 446 5 446 5 446 5 446 5 446 5 446 4 tf o Ja gt dh fe ho Ja O pS deletae tf da h ESS n oog mag 0200 0230 03 00 0 04 00 05 00 141 q 0
270. number of agents currently talking on a call inbound outbound or internal 2 4 3 O sab tr 4 J D _s D D 4 FTE in wrap up The FTE number of agents currently involved in after call work that is agents in the Work Ready or Work Not Ready states FTE hold The FTE value for the number of agents in the Hold state during an interval The Hold state is a state in which an agent has all active calls on hold and is performing no other activity FTE reserved The FTE value for the number of agents in the Reserved state during an interval The Reserved state is a state in which the 238 Template Reference agent is awaiting an interflowed call and is unavailable to receive any incoming calls This state applies to agents on Northern Telecom Meridian and Aspect CallCenter ACDs only FTE busy other The FTE number of agents who are in the Busy Other state that 1s busy in skill groups other than the one presently being examined An agent can be active in only one skill group at a time Therefore while active in one skill group the agent is considered by the other skill groups to be in the Busy Other state Percent agents idle The percentage of time that all agents in the peripheral skill group were in the idle state that is logged on not involved in a call or after call work and not available to receive a call Idle is also called Not Ready Percent agents available The percentage of time that all
271. o launch the templates The following example shows the Template Launcher set up for launching two real time templates and a historical template FA Monitor ICR Bar graph of time in seconds for delays in queue longest call in queu persvc03_effect_of_aban_on_servicelevel Grid of calls offered handled abandoned and the effect of abandoned calls on service levels E persvycl2_calls_analysis_half_hour Grid of call count and queue delay time half hour totals and service level half hour totals To close the Template Launcher without launching the templates click Cancel e J D O O S gt amp WO D 2 O ep 86 Reporting Basics 4 4 Working with Reports When a report first appears on the screen it is untitled To keep the report you need to save it as a report definition file This section describes several common tasks you perform when working with reports 4 4 1 Saving report definitions Working with multiple component reports Using shuffle mode Printing reports Opening reports you have saved Displaying reports at startup Modifying report definitions Deleting report definitions Saving Report Definitions Once you save a report definition you can open it at any time by using the File gt Open command Reports are saved as report definition files with CMB extensions To save report definitions l Choose File Save or click the Save button The Save Report Definition dia
272. offered to the peripheral service during the interval Example FA Untitled Calls Analysis of Peripheral Services By Half Hour From 20 Jan 97 09 00 To 20Jan 97 14 00 Service Calls Peripheral Service Date Time Level AHT Dela Offer Handle Bellevue HelpDesk 20 Jan 97 09 00 100 ii 20 Jan 97 09 30 100 J GOP GOP co 31 20 Jan 97 10 00 20 Jan 97 10 30 20 Jan 97 11 00 20 Jan 97 11 30 20 Jan 97 12 00 20 Jan 97 12 30 20 Jan 97 13 00 Service Summary 20 Jan 97 09 00 20 Jan 97 09 30 20 Jan 97 10 00 20 Jan 97 _10 30_ 20 Jan 97 11 00 E ellevue lnfo 100 100 100 100 100 100 AREE a alee 100 d GOP GOP Cop cop cop co COE OORT Ee EEEN COU SOE ANN 34 dhl BoP Oop hop co SLOG T dha itd l 20Jan97 11 30 20Jan97 12 00 20 Jan 97 12 30 I 20 Jan 97 13 00 Service Summary 100 100 100 100 100 d A ejej ejej ejeje Coho Cob oo ont T on ed feed lect lcci cel cel his hs hs 3l Eo LUL h ha in TTT TTT ofoofo COR C9 EFE E n a dekala daelk j _ Real Time and Historical Templates 263 persvc13_ calls_offered_daywise_graph Description This template generates a historical overlapped bar graph that shows the number of calls offered per day for the selected peripheral services Database Table
273. ology Mapping cccccseeees 34 Table 3 Alcatel NEC and Ericsson ICR Terminology Mapping 06 34 Table 4 Features Not Supported for Specific Peripherals ccccsssseeeeseeeees 35 Table 5 Agent Report TYP rass 43 Table 6 Monitor ICR TOI Dai cise ss cies ace eee R 72 Table 7 Default ICR Subdirectories cccccccccecccccseeeceeceeeeeeseeeecesseeeeeesaeeeeeeas 87 Table g File Format Onions oss sch sechcrcletac cian gate anced ceed ate aden 102 Table 9 Drill Down Hierarchy 352 s2 seleeectceeiteente bee ccceaed canes Dona cect eee Re eee 111 Table 10 Agent States and Time Allocations cccccceceeeeeeeeeeeeeeeeeeeeeeeeeees 135 Table 11 Agent State Terminology Aspect Lucent and Nortel 137 Table 12 Agent State Terminology Rockwell and Siemens 000008 139 Table 13 Agent State Terminology Alcatel NEC and Ericsson 140 xii Contents xiii Preface Purpose Audience This manual describes how to monitor enterprise call center activity with the real time and historical reporting features of the GEOTEL Intelligent CallRouter ICR This document is intended for the Intelligent CallRouter supervisor The supervisor has an understanding of call center management and the specific types of data that are used to report on call center activity and resources This document assumes that you have some famili
274. on of the call on which the agent is currently working In Inbound Out Outbound or Unknown Destination The type of outbound call ACD direct or Unknown Last state change The date and time that the agent s state last changed Reason A code received from the peripheral that indicates the reason for the agent s last state change go D 3 O t D JJ D jn D D mD O Example Agent Status By Position 1999 02 03 Skill Group Jf Simulator_PG_1 TechExperts Page 33 of 70 Ag p Direction _ Last State Change 1999 02 03 09 12 02 WORK_READY UNKNOWN UNKNOWN 1999 02 03 16 08 04 1999 02 03 09 12 02 TALKING N 1999 02 03 16 06 44 1999 02 03 09 12 02 TALKING N UNKNOWN 1999 02 03 16 06 52 1999 02 03 09 12 02 TALKING irs UNKNOWN 1999 02 03 16 06 42 1999 02 03 09 12 02 WORK_READY UNKNOWN JUNKNOWN f1999 02 03 16 08 08 1999 02 03 09 12 02 WORK_READY JUNKNOWN UNKNOWN f1999 02 03 16 08 02 172 Template Reference agitskg02_agent_status_by_skillgroup Description This template generates a real time grid report that details the current status of each agent in a skill group Database Table Agent_Skill_Group_Real_Time Data Skill group The name of the skill group to which the agents belong Agent name The first and last name of the agent Logon date and time The date and time that the agent logged on Current state The current state of the agent Logged Off Logged On Ready N
275. or dialog box lists the drill down templates available for the report component Monitor ICR has rules that specify which drill down templates can be added to report components Refer to Table 9 earlier in this section for a list of the drill down rules The DrillDown Editor dialog box provides the following information Title Bar 1 The first title bar identifies the report component to which you are adding drill downs Title Bar 2 The second title bar identifies the types of drill down templates available for the report component For example an enterprise service report component would display peripheral service templates in the Drill Down Editor Template name The names of the templates available for drill down These are the same template names that appear in the Template Launcher The templates that appear in this list depend on the rules in Table 9 Description Any comments that were entered when the template was created to describe the purpose of the template Applying a Drill Down Template Be sure to choose a template from the DrillDown Editor that displays the specific data you want to view For example if the report or report component is a peripheral services Calls Status real time graph you might want to set the drill down template to be a Call Trend Analysis graph This would provide you with additional five minute half hour and daily data for the routes associated with the peripheral service gt To
276. ordinate with a host computer so that the caller s account number is displayed on the teleset of the agent who picks up the call Translation Route Wizard An ICR tool that makes it easier to configure translation routes and their associated targets You can also use the Translation Route Wizard to report on or delete translation routes Transmission Control Protocol TCP A connection based Internet protocol that is responsible for packaging data into packets for transmission over the network by the IP protocol TCP provides a reliable flow control mechanism for data in a network Transmission Control Protocol Internet Protocol TCP IP The Internet suite of protocols used to connect a world wide internetwork of universities organizations and corporations TCP IP is the protocol used to communicate between the Central Controller and devices in the Intelligent CallRouter system TCP IP is based primarily on a connection oriented transport service the Transmission Control Protocol TCP and a connectionless mode network service the Internet Protocol IP TCP IP provides standards for how computers and networks with different technologies communicate with each other See also Transmission Control Protocol and Internet Protocol Trunk A telephone line connected to a call center and used for incoming or outgoing calls Trunk Group A collection of trunks associated with a single peripheral and usually used for a common purpose
277. orin 1999 02 03 16 10 02 TALKING 1999 02 03 16 23 22 Real Time and Historical Templates 165 agtper03_ logout_status_by_peripheral Description This template generates a historical grid report that details agent login duration and logout activity over a specified period of time Database Table Agent_Logout Data Peripheral The name of the peripheral to which these agents were associated and logged on Agent name The first and last name of the agent Agent enterprise name The last name and first initial of the agent and the ICR name of the peripheral with which the agent is associated Logon duration The time in seconds that the agent spent logged on during the specified period Logout date and time The date and time that the agent logged out Reason A code received from the peripheral that indicates the reason for the agent s last state change Example lt Untitled Agent Logout Status By Peripheral 1999 02 03 From 1999 02 02 12 00 01 1999 02 03 15 00 01 Simulator_PG_1 Page 133 of 268 John Curtis Sirmulator_PG_1 John_C 20162 fi 999 02 02 15 24 01 Simulator_PG_1 dohn_C 9305 fi 999 02 02 18 08 16 29467 Summary go D 3 O t D JJ D jn D D gt O Harold Lofton Sirmulator_PG_1 Lofton_H 20162 fi 999 02 02 15 24 01 Simulator_PG_1 Lofton_H 9305 fi 999 02 02 18 08 16 29467 Summary Robert Harrison Sirmulator_PG_1 Robert_H 20162 fi 999
278. orting and monitoring features 4 Reporting Basics This chapter describes the basics of creating reports with the Monitor ICR tool It provides details on using the toolbar menu commands on line help and the Template Launcher Several common reporting tasks are covered in this chapter including Starting Monitor ICR Working with templates and reports Exporting report data Printing reports This chapter also describes how to set Admin Workstation preferences such as the real time refresh rate and the background color used in reports D oD O ie us se O op 70 Reporting Basics 4 1 The GEOTEL Admin Workstation Group See also From the Windows NT desktop open the GEOTEL Admin Workstation group The group contains several applications amp GeoTel Admin Workstation A ey HFA B Application AM Select Bulk Call Tracer Check Routes Configure ICR Custom Glossary Wizard Configuration Screen Builder Ba g 8 Initialize Local Job Scheduler Lock Admin Moni Print Server Route Explorer Router Log Scheduled Database Viewer Target Manager f L Ge Schema Help Script Editor Send Home Service Setup Translation Workforce Control Route Wizard Management Integration System The following applications are used in reporting on and monitoring call center activity Job Scheduler Lets you schedule reports to be generated and printed at a later time Monitor ICR Lets y
279. ot Ready Work Ready Work Not Ready Talking Busy Other Reserved Unknown Calls on Hold Last state change The date and time that the agent s state last changed Reason A code received from the peripheral that indicates the reason for the agent s last state change Example gt Untitled Agent Skill Group Status 1999 02 04 Page 20 of 28 Agent Name Mark Chase 1999 02 04 09 03 36 TALKING 1999 02 04 03 13 54 fO ohn Curtis 1399 02 04 03 03 36 TALKING 7999 02 04 09 13 42 Ann Fennel 1399 02 04 03 03 36 TALKING 7999 02 04 09 13 52 Frank Foss 1399 02 04 03 03 36 TALKING 7399 02 04 09 14 00 John _ Rogers 1399 02 04 03 03 36 TALKING 1399 02 04 09 13 40 Harold Lofton 1399 02 04 03 03 36 TALKING 7999 02 04 09 13 48 Lawrence McNeil 1399 02 04 03 03 36 TALKING 7999 02 04 09 13 56 Patick Morin 7999 02 04 03 03 36 TALKING 7999 02 04 09 13 50 Robert Harrison 1399 02 04 03 03 36 TALKING 7399 02 04 09 13 42 Robert Smith f1399 02 0408 0336 TALKING 1399 02 04 03 13 44 Of Sof Sol ol ol ol olojo Real Time and Historical Templates 173 agtskg03_logout_status_by_skillgroup Description This template generates a historical grid report that details logon and logout status for the individual agents in a particular skill group Database Table Agent_Logout Data Skill group The name of the skill group to which these agents are associated Agent name The first and last name of the agent Agent ente
280. otice that the PremiumSales enterprise service has had a sharp drop in its service Monitor ICR Reporting Scenario 45 level over the last half hour To further investigate the problem you open two additional call analysis reports One report provides real time data such as calls offered calls abandoned average speed of answer and service levels for the PremiumSales enterprise service The other report displays the same data for the PremiumSales enterprise service but historically over the last two weeks You now have three reports on the screen each displaying a different set of data for the PremiumSales enterprise service Figure 12 shows an example FA Monitor ICR Controller Time x 28704797 19 27 52 iol xi A Calls Analysis of Enterprise Services By Half Hour From 08 Jan 97 00 00 To 09Jan 97 23 59 _ Calls Offer Handle Aband Premiums ales 08 Jan 97 15 00 1212 1211 100 i 0 PremiumSales 08 Jan 97 15 30 0 1213 1215 100 i 0 PremiumSales o 08 Jan 97 16 00 0 a __ 1212 1212 100 a 0 Enterprise Service Status Real Time Call Statistics 130 usus Effect of Abandoned Calls on Enterprise Service Service Levels Calls Calls Calls Abana _____ Sewwiee Level___ Enterprise Service Offered Handled Abandoned within SYL Without Abandoned With Abandoned Premiums ales 940 o a l Zi
281. ou have saved previously You can also view events generated by ICR processes O 0p 2 Q gt lt 306 Glossary Monitor mode A Script Editor mode in which the number of routing requests that pass through each connection of a script is shown on the screen You can use this mode to determine whether a script is behaving as expected NAA See Next Available Agent Name See Enterprise name NCP See Network Control Point Network Control Point NCP The process within the AT amp T signaling network that sends routing requests to a Customer Routing Point CRP such as the network interface controller NIC within the Intelligent CallRouter Network ICR NICR In a two tier service bureau architecture the ICR that receives route requests from the carrier network and forward them to a Customer ICR CICR A NICR usually contains only a small configuration that allows it to directly route a subset of calls and dispatch the other requests to the appropriate CICR The NICR receives route responses from the CICRs and forward them to the carrier network Network Interface Controller NIC The computer and process within the ICR system that communicates directly with the IXC s signaling network The NIC reads call routing requests from the network and transfers them to the ICR s Central Controller Subsequently the NIC passes a routing label from the Central Controller to the IXC signaling network Network trunk gr
282. ou view graphs and reports to monitor the performance of the system as a whole or specific services and skill groups within the system You can also generate new graphs and reports using templates provided Print Server Works with the Job Scheduler to allow you to automatically print reports at specific times See the ntelligent CallRouter System Manager Guide Installation Guide and Administrator Guide for information on the other ICR applications Starting Monitor ICR 71 4 2 Starting Monitor ICR To start Monitor ICR double click the Monitor ICR icon in the GEOTEL Admin Workstation group The Monitor CR main window appears Controller Time x 1999 01 21 14 39 44 e See also For information on starting Monitor ICR from the command prompt see Command Prompt Startup Options later in this chapter For information on starting Monitor ICR from the Windows NT Explorer see File Association later in this chapter a J D O gt amp WO D 2 O ep 72 Reporting Basics 4 2 1 See also Toolbar Options You can use the buttons on the Monitor ICR toolbar to quickly activate the most common functions Table 6 summarizes these buttons Table 6 Monitor ICR Toolbar Button Action Create a new report Open a report that you have previously saved Save the current report to a file Print the current report T o e O sa IZ Invoke the ICR Event Viewer Events Pause the r
283. oup A group of trunks to which a routing client can direct calls A peripheral may divide its trunks into trunk groups differently than the routing client does Simple trunk groups describe the peripheral s view of the trunks network trunk groups describe the routing client s view of the trunks A network trunk group maps to one or more peripheral trunk groups Next Available Agent A strategy for selecting an agent to handle a call The strategy seeks to maintain an equal load across skill groups or services NIC See Network Interface Controller Node An executable element within a script A script consists of nodes connections routing targets and comments Also a single computer within a network Glossary 307 Node Manager A process that runs on each physical node computer in the ICR system and manages other ICR processes on that system The Node Manager is responsible for initializing nodes and for restarting failed processes The Node Manager is guided by a configuration file that is stored on each node The file describes among other things which processes must be started and if necessary restarted on the node Not Ready state A state in which agents are logged on but are neither involved in any call handling activity nor available to handle a call Numbering Plan Area NPA See Area code Object palette A Script Editor subwindow that contains template nodes and targets You can drag a copy of an object f
284. oups Peripheral skill group templates Enterprise service Peripheral services templates Enterprise skill group Peripheral skill group templates Peripheral service Routes templates Peripheral Peripheral service templates Service array Peripheral service templates If you are adding drill downs to a historical report only historical drill down templates appear in the DrillDown Editor Similarly you can add only real time drill downs to real time reports Drill downs are not supported for the other report types 5 2 2 Adding Drill Downs You can add drill downs to existing reports or you can create a report add drill downs and save the report In either case you must save the report in order for the drill down assignments to be saved gt To add drill downs to a report 1 Open an existing report or create a new report 2 With the report displayed on the screen choose Edit gt DrillDown Optionally you can position the cursor over a report component hold down the right mouse button and choose DrillDown from the pop up menu DrillD own Ctrl D Saila fleiels Mikos The report window is maximized and the mouse pointer changes to a cross hair 3 Click anywhere inside a report component for example inside a graph or grid The DrillDown Editor dialog box appears Ea DrillDown Editor ents c12_calls_analysis_half_hour Palonisalsariess aint 112 Setting Thresholds and Drill Downs The DrillDown Edit
285. out during the five minute interval Max delay The maximum delay in milliseconds of route responses to the routing client during the five minute interval Late calls The number of route responses to the routing client that exceeded the late threshold but did not time out Discarded calls The number of routing requests from the routing client that were discarded because of an internal constraint such as buffering Example PITT E Routing Client Performance Report __Physical Controller _ Datetime _ __Responses_ Mean Response _Rcev In Error_ TimeoutCalls __Max Delay_ LateCalls Discarded Calls ICRP_NIC_1 03 04 97 00 05 00 ICRP_NIC_2 ICRP_NIC_1 ICRP_NIC_2 ICRP_NIC_1 ICRP_NIC_2 ICRP_NIC_1 ICRP_NIC_2 ICRP_NIC_1 ICRP_NIC_2 03 04 97 00 05 00 03 04 97 00 10 00 03 04 97 00 10 00 03 04 97 00 15 00 03 04 97 00 15 00 03 04 97 00 20 00 03 04 97 00 20 00 03 04 97 00 25 00 03 04 97 00 25 00 oo O O O 6 O O O O O O O O O O O O O 0 O O O O O O O O O O O O O O O O O O O 70 O O O O O O O oqo O O O O O O O O O O O O O O O OU Real Time and Historical Templates 283 schimp01_name_time_numbers Note This template is used mainly by GEOTEL support engineers to test the data import functions of the Workforce Management Integration System The exact data that appear in this Monitor CR report depend on the specific workforce management system you are using with t
286. outed only to physical extensions Fault tolerant architecture A design that allows a system to continue running after a component of the system has failed The ICR includes several levels of fault tolerance that minimize time when the system is non responsive to call routing requests The CR fault tolerant architecture eliminates single points of failure and provides disaster protection by allowing system components to be geographically separated Five minute interval Certain statistics within the ICR database are updated at five minute intervals The first such interval for each day begins at 12 00 midnight and ends at 12 05 A M The date and time at the start of the five minute interval is saved with the data This allows you to look back at data from previous five minute intervals G eo 0p ep pe lt During a five minute interval statistics accumulate in real time tables for example Service_Real_Time At the end of the interval the statistics are written to five minute tables for example Service _Five_Minute Foreign exchange FX A trunk type that connects a call center with a central office in a remote exchange This allows callers in that remote exchange to directly access the call center without using an interexchange carrier 300 Glossary Gateway See Application Gateway and ICR Gateway Geographical region See Region GEOTEL Agent Reporting An optional ICR feature that allows you to mon
287. pecified threshold Shown since the end of the last five minute interval for the current half hour interval and since midnight Example Enterprise Service Calls Averages and Service Levels Status Now Status over last 5 minutes Service Level Calls Calls Avg Longest Average O Enterprise Service taba arail Delay in pail Oftered Handled Aband ASA AHT _ Talk 5 min 30 min nfo 139 IE PassMarkets MOO A j wo ore a Sila 07 Af 3 sagh 334 vi 445 0 nag 100 4 eA t20q 04 24 4 230 2 200 6 i So o _ o Oo J A o o gt o o i co _ o o o o _ oO Prenmsae ia pe OOO o Summo _ o o _ ala Oo J o o 3 o D oj 2 ono remiumSales 121 roactive 197 Summary 1124 _ o o o a o BUNA sda rd go D 3 O tr D JJ D jn D D gt O 204 Template Reference entsvc08 gate_realtime_status_ grid Description This template generates a grid report that provides real time half hour and daily status information for an enterprise service In this report an enterprise service is considered to be a collection of gates A gate is the Rockwell Galaxy term for a peripheral service Database Table Service _Real_Time Data Calls Offered Real Time Half Hour Today Nco The number of incoming cal
288. pen the report and make changes and improvements such as setting thresholds and adding drill downs Thresholds allow you to set yellow and red indicators on important fields of data in a report Drill downs allow you to launch additional reports from within the current report window Setting Thresholds 61 3 8 Opening the Report You can open the TUTOR CMB report by selecting the Open command from the File menu or by clicking the Open button gt To open the TUTOR CMB report E 1 In the Monitor ICR window choose File gt Open or click the Open Open button The Select Report Definition dialog box appears 2 Scroll down in the Folders list and double click the persvec folder this is the subdirectory in which the TUTOR CMB report was saved The TUTOR CMB report definition appears in the file list Select Report Definition 2 xi 3 Choose TUTOR CMB from the list 4 Click OK The report is opened and appears on the screen Now you are ready to set thresholds in both the real time and historical components of the report 3 9 Setting Thresholds As you examine data in the report you might decide that you want certain data categories to stand out especially if the values are out of an expected performance range For example maybe you d like the Service Level column in a report to turn red when the service level drops too low You can set thresholds such as these to alert you when certain values exceed or fall below
289. performing no other activity FTE reserved The FTE value for the number of agents in the Reserved state during an interval The Reserved state is state in which the agent is awaiting an interflowed call and is unavailable to receive any incoming calls This state applies to agents on Northern Telecom Meridian and Aspect CallCenter ACDs only Real Time and Historical Templates 245 FTE busy other The FTE number of agents who are in the Busy Other state that is busy in skill groups other than the one presently being examined An agent can be active in only one skill group at a time Therefore while active in one skill group the agent is considered by the other skill groups to be in the Busy Other state Example FTE for Peripheral Skill Groups By Half Hour From 02 01 97 00 00 To 02 01 97 23 59 Peripheral _ _ FTE FTE FTE FTE FTE FTE FTE FTE Skill Grou Date Time Signon Idle Avail Talkin Wrapu Hold Reserved Other Bellevue NewMarkets pri 02 01 97 03 30 22 0 10 0 0 2 l 10 0 1 8 l 0 l 0 0 0 Bellevue NewMarkets pri 02 01 97 70 00 22 0 10 0 0 2 3 8 1 9 l D l 0 0 0 Date Summary 126 74 5761 223 5638 1052 0 0 00 Skill Group Summary 126 74 5761 223 5638 1052 p jf of ooo go D 3 O t D JJ D jn D D gt O 246 Template Reference perskg09_normalized_agt_state Description This template generates a stacked bar graph that s
290. pheral This target can be a service skill group agent or translation route More simply a route is the destination of the call after the ICR has made its routing decisions 30 Overview See also 1 2 6 Routes are associated with a single peripheral and are not organized on an enterprise wide basis Figure 10 shows some examples of routes and how they map to individual peripheral targets Routes ae Se ees Boston Sales j l wN Boston Sales Sec OR a ____ Agent 123 ACD Denver Sales E Boston Trunks DNIS Denver Sales Pri Agent 325 Denver Trunks DNIS Dallas Sales Dallas Sales Pri y ACD Agent 81 N y Dallas Trunks DNIS Figure 10 Routes The ICR converts the route value that is returned by the routing script to a routing label This routing label is then returned to the routing chent The routing client uses the routing label to deliver the call to the appropriate trunk group and DNIS combination The Intelligent CallRouter System Manager Guide contains a more in depth discussion of routes and how they are mapped to specific targets Other Parts of the Enterprise In addition to viewing data for services skill groups agents trunk groups and routes you can view data for the following call center entities Application Gateways You can report on data related to the Application Gateways set up in the system The GEOTEL Gateway feature allows t
291. plate generates a historical overlapped bar graph that shows the number of calls offered per day for selected enterprise services Database Table Service_ Half Hour Data Calls offered The total number of incoming calls and internal calls sent to the enterprise service for the day Calls are counted as offered as soon as they are sent to the enterprise service Example Enterprise Service Calls Offered go D 3 O t D JJ D jn D D gt O HelpDesk MassMarkets 212 Template Reference entsvc14 calls handled_daywise_graph Description This template generates a historical overlapped bar graph that shows the number of calls handled per day for selected enterprise services Database Table Service_ Half Hour Data Calls handled The total number of calls handled to completion for all agents in the enterprise service for the day Example FA Untitled Enterprise Service Calls Handled HelpDesk MassMarket NatlAcctSer Real Time and Historical Templates 213 enitsvc15_calls_abandoned_daywise_graph Description This template generates a historical overlapped bar graph that shows the number of calls abandoned per day for selected enterprise services Database Table Service_ Half Hour Data Calls abandoned The number of calls for the day in which callers hung up before being connected with an agent Example Enterprise Service Calls Abandoned go D 3 O t D J
292. played in the report In a real time report the threshold alert notifies you immediately of an unacceptable condition In a historical report the threshold alert highlights areas in the report that were out of an expected performance range over a period of time gt To set thresholds in a report 1 Open a report definition CMB file 2 Choose Edit gt Thresholds Optionally you can position the cursor over a report component hold down the right mouse button and choose Thresholds from the pop up menu The mouse pointer changes to a cross hair The report window is maximized 3 Click anywhere inside a report component for example inside a graph or a grid The Threshold Editor dialog box appears FA Threshold Editor ents yc12_calls_analysis_half_hour Threshold fecalls_offered O OO OOOO z e0 The Threshold Editor allows you to set thresholds for the data attributes displayed in the report component for example Calls Offered and Service Level The Threshold Editor dialog box displays the following information and options Attribute This list displays each data attribute in the report component for which you are setting thresholds 5 1 1 Setting Thresholds in Reports 109 Relation This option toggles to the gt or lt relations by clicking on the down arrows These relations specify how the data attribute will be evaluated against the threshold values In the Threshold Editor screen
293. ple FA Untitled Route Queue Delay Status Boston HelpDesk Bellevue Proactive Bellevue HelpDesk 22 Seconds Avg Delay Longest Call Real Time and Historical Templates 271 routesO2 calls status Description This template generates a real time bar graph that shows the number of calls in progress versus the number of calls in queue for the selected routes Database Table Route _Real_ Time Data Calls talking The number of calls to the route on which agents are currently talking Calls in queue The number of calls to the route that are in queue now Example Route Status Bellevue Service Bellevue Registration Bellevue QuickResponse go D 3 O t D JJ D jn D D gt O Calls Talking Calls In Queue 2 2 Template Reference routesO3 effect_of_aban_on_servicelevel See also Description This template generates a real time grid that shows the effect of abandoned calls on the service levels of selected routes A summary row totals or averages the data for all routes listed in the grid Database Table Route_Real_ Time Data Calls offered The total number of incoming calls and internal calls sent to the route Calls are counted as offered as soon as they are sent to the route Calls handled The number of calls answered and finished for the route Calls abandoned The number of calls in which the caller hung up before being connected with an agent Ca
294. port_Real_Time tables in the Admin Workstation s local ICR database The exact data that appear in Monitor ICR reports depends on the specific workforce management system you are using with the ICR system In general the data are for the current time period and appear as imported from the external source For more detailed information on the data gathered by the ICR see the Intelligent CallRouter Database Schema Handbook The on line Schema Help also provides data definitions and reference information on the ICR database tables 8 See also 153 Template Reference The ICR comes with predefined templates that simplify the process of generating reports The predefined templates allow you to generate a variety of reports without having to spend time developing queries or designing report formats Each template displays a specific set of real time or historical data in a chart graph or grid format You can generate reports from single templates or combine several templates to produce a report A consistent format is used across all templates to ensure that call center data are presented in a uniform manner You can use the templates as they are or copy and modify them to suit your particular business needs The ICR Custom Screen Builder allows you to modify the predefined templates or create new templates In addition because the Intelligent CallRouter has an open database architecture you can use other database query and repor
295. pplying 112 in multiple component reports 113 invoking 113 invoking multiple 112 saving as reports 115 saving assignments 113 template hierarchy 110 322 Index ya Enterprise peripheral services relationship 25 26 defined 23 Enterprise CTI 19 21 Enterprise service templates 196 215 Enterprise skill group templates 160 95 entskg01_status_ _graph 182 entskg02_status_grid 183 entskg03_status_ _graph 185 entskg04_status_grid_to5 186 entskg05_utilization_graph 188 entskg06_halfhour_aht_grid 189 entskg07_daily_aht_grid 191 entskg08_halfhour_perform_grid 193 entskg09_normalized_agt_state 195 entsvcO1l_queue_delay_status 196 entsvc02_calls_ status 197 entsvcQ3_effect_of_aban_on_ servicelevel 198 entsvc04_calls_trend_analysis 199 entsvc05_calls_offered_half_pie 200 entsvc06_serv_level_monitor_graph 201 entsvc07_now_to5_grid 202 entsvc08_gate_realtime_status_grid 204 entsvcO9_svc_array_now_to5_grid 206 entsvcl1_calls_analysis_daywise 208 entsvc12_calls_analysis_half_hour 209 entsvc13_calls_offered_daywise_ graph 211 entsvcl14_calls_handled_daywise_ graph 212 entsvc15_calls_abandoned_daywise_ graph 213 entsvc16_calls_history_daywise_ graph 214 entsvcl7_calls_offered_half_hour 215 entsvc18_gate_half_hourly_status_ grid 216 Ericsson ACP1000 32 terminology 34 Event Feed Warning dialog box 105 Event Viewer button 72 Excel data format 102 Expected delay in queue 62 enterpri
296. priate agent or answering resource available The system also provides a set of computer telephony integration CTI reporting monitoring and scheduling tools that help you to manage a distributed call center enterprise This chapter provides an overview of the Intelligent CallRouter and describes its role in a multiple call center environment s lt x lt D 18 Overview 1 1 What is the Intelligent Call Router The Intelligent CallRouter ICR is a software based call processing system that provides call by call routing to geographically distributed call centers The ICR links agents from multiple call centers to create a virtual call center In the virtual call center model agents from distributed call centers can be grouped logically according to their areas of expertise For example a financial company might have call centers in several cities across the country Each call center has groups of agents organized into skill groups The agents in these skill groups are trained to handle certain types of calls Basic calls can be routed to skill groups that are trained to provide general services Callers who have more complicated transactions can be routed to more specialized skill groups Figure 1 shows how calls are routed to the best available agents in the call center enterprise ng A a i Po ee i Caller BEE i Ea Japanese F Caller 4 of a eae a pei
297. ptionally you can type dates and times directly into the From and To boxes Relative Dates Relative dates allow you to select a predefined period of time for the report relative to today s date Choose this option if for example you want the report to display data for the previous day last week or the current month For example if you choose Relative you can choose an option such as Last Week as a Date Time This would provide data for the last full week that is Sunday through Saturday If you select Relative Dates click the down arrow in the From box to display a drop down list of relative date ranges Yesterday This Week Last Week This Month Last Month This Year Last Year Choose options such as Today This Week or Yesterday Enter From and To times by highlighting the values and using the up and down arrows to adjust the times If you leave the To time field set to 23 59 the report will display data up to the current time Optionally you can type the dates and times directly into the From and To boxes a JJ D O O S gt vo UJ D cee O p 82 Reporting Basics The Relative options include Today Provides data for the current day and the time period entered The 00 00 to 23 59 defaults provide data from midnight of the current day up to the current time Yesterday Provides data for the previous day and the time period entered The 00 00 to 23 59 defaults provi
298. r within the ICR Default call type The call type the ICR uses if a call s qualifiers do not map to any specific call type definition You can specify a default call type for each routing client and a general default Delay in queue The sum of time calls spent in the queue for a route or service Delay in queue can also take into consideration abandoned calls For example the DelayQAbandTimeToHalf is the sum of time spent in queue for all calls to a route or service abandoned in queue during a half hour interval Delay time The time spent processing a call after it arrives at a peripheral but before it is either queued or presented to an agent Deleted field Many tables include a Deleted field This field marks rows that have been deleted but that still have active dependencies For example if a script references Agent X and you delete Agent X the ICR does not Glossary 297 actually delete that Agent record it marks the agent as deleted The record is actually deleted when the dependency is removed Device Management Protocol DMP The session layer communications protocol used within the Intelligent CallRouter Different application level protocols might be running beneath DMP Dialed Number DN The number that a caller dialed to initiate a call for example 800 555 2I Dialed Number Identification Service DNIS A string usually four seven or ten characters long indicating the number dialed by a caller a
299. r of agents The FTE number of logged on agents for the enterprise skill group FTE full time equivalent is the number of full time agents that would be required during a period to perform the work done in that period To calculate the FTE divide the number of seconds of work performed by the number of seconds in the period In this case the work performed is the time agents spent logged on See also For information on how FTE values are calculated see entskg04_status_grid_to5 earlier in this chapter Example Enterprise SkillGroup Performance By Half How From 02 04 97 00 00 To 02 04 97 23 59 l Enterprise SkillGroup nfo Sec Date Time 02 04 97 02 30 03 00 03 30 04 00 04 30 05 00 05 30 Average Wrapup Time Average T Calls Handled Calls Out Handle Time Agents d APNA ej ej eje f f ju f e E a ejoj e T DAANAN te Daily Summar C a Eoo xs Eoo 97 Co L fo 3 og xs oO a oO cr 3s oO fo os ig 7 fo os EC g sx Eoo C a C dg 209 6 209 o 4453 4457 4457 445 7 4457 4457 4458 4458 4457 445 7 445 7 4456 4456 445 7 4459 445 72 445 72 KEE 03 00 KEN ETE Daily Summary Skill Group Summary Ee Skill Group Summar Real Time and Historical Templates 191 entskg07_daily_aht_grid Description This template generates a historical grid that disp
300. r the day in which the caller hung up before being connected with an agent Also provided as a percentage of the total calls offered to the service during the half hour interval Example Calls Analysis of Peripheral Services By Day From 19 Jan 97 00 00 To 20 Jan 97 23 59 Calls J Service lo Peripheral Service Date Level AHT Dela Offer Handle Cincinnati HelpDesk E 99 EZ Service Summary 99 87 Cincinnati Info 19 Jan 97 20 Jan 97 100 0 Je i ie 1524 100 0 152 Ald da 1157 100 0 115 a a 11 Service Summary Cincinnati MassMarkets l 19 Jan 97 20 Jan 97 100 0 sda 107 107 105 100 0 Service Summary fi 00 00 105 Cincinnati MidT ier 19 Jan 97 20 Jan 97 100 0 Service Summary Cincinnati Natl amp cctS ev 19Jan97 20 Jan 97 100 0 Service Summary N an b n 3210 100 0 321 I JT TTT salad oa Nm Oo 2138 100 0 213 TONITE i allele N Real Time and Historical Templates 261 persvc12_ calls analysis _half_hour Description This template generates a historical grid that provides half hour call counts time in seconds for ASA AHT and average delay in queue and service levels for selected peripheral services This grid also provides a service Summary row that averages or totals the data for the individual peripheral services listed Database Table Ser
301. ragt04_daily_agent_activity 224 peragt05_agent_daily_perf 226 peragt06_daily_agent_detail 229 Percent agents in busy other enterprise skill group 184 peripheral skill group 235 agents in wrap up enterprise skill group 184 185 peripheral skill group 235 238 available agents enterprise skill group 184 185 peripheral skill group 235 236 238 available time enterprise skill group 195 peripheral skill group 246 calls abandoned peripheral service 262 route 281 calls handled route 281 calls offered enterprise service 200 peripheral service 252 262 route 274 idle agents enterprise skill group 184 185 peripheral skill group 235 236 238 idle time enterprise skill group 195 peripheral skill group 246 talking agents enterprise skill group 184 185 peripheral skill group 235 236 238 talking time enterprise skill group 195 peripheral skill group 246 time spent in busy other enterprise skill group 187 peripheral skill group 238 utilization defined 188 enterprise skill group 188 peripheral skill group 239 wrap up time enterprise skill group 195 peripheral skill group 246 periphO1_peripheral_status_report 230 periphO2_galaxy_software_status 231 periphO3_galaxy_hardware_status 232 Peripheral ACD specifics 32 36 agents 27 defined 19 24 mode 230 on line state 230 status 230 target 30 terminology 32 Peripheral service templates 248 67 Peripheral skill group 25 templates
302. ral Office The switching office of the local telephone company The local central office receives calls from within the local area and either routes them locally or passes them to an interexchange carrier IXC On the receiving end the local central office receives calls that originated in other areas from the IXC A Local CO trunk type connects a call center directly with the local phone company s central office Local database A database on the Admin Workstation that contains information copied from the central database The local database also contains real time data on the status of the call center enterprise Local Exchange Carrier LEC The local phone company responsible for delivering calls within a local area Log file A file used to store messages from processes within the ICR system The ICR process related log files are stored in the logfiles subdirectory under the component directory Glossary 305 Logged On A state in which agents have made their presence known to the system but may or may not be ready to receive calls Logger The process within the ICR that manages the central database Each side of a duplexed Central Controller includes a Logger The Logger may run on the same machine as the CallRouter process or on a separate machine Logical deletion If a table includes a Deleted field then records deleted from the table are not removed from the database Instead the Deleted field is set to Y yes
303. re being answered Measured since the end of the last five minute interval Average handle time AHT The average handle time for calls handled by agents for the route since the end of the last five minute interval Handle time includes time that agents spend talking on inbound calls Talking In and performing after call work Work Ready and Work Not Ready Real Time and Historical Templates 2 77 Average talk time The average time that agents for this route spent talking on calls handled on the route since the end of the last five minute interval Talk time includes time spent in the Talking In Talking Out and Talking Other states Service level The percentage of incoming calls to the route that were answered within a specified threshold during the interval shown since the end of the last five minute interval for the current half hour interval and since midnight Example Route Calls Averages and Service Levels Status Now Status over last 5 minutes Service Level Calls Calls Avg Longest ______ Average _ _ Routes Talking Gouna Delay in nel Offered Handled Aband ASA_ _AHT Talk 5 min 30 min today Bellevue MassMarkets 19 a i 33 30 100 T 0 0 a 215 1 184 8 100 100 100 74 Ta Carec aae E E E E oa ma a a a o A E E E E 1o0z 100m 32 5 196 6 167 3 _73 _73 _73z go D 3 O t D JJ D jn D D gt O 2 8 Templa
304. record Real time records are stored in the local database on the Admin Workstation Real time distributor An Admin Workstation that receives real time monitoring data directly from the Central Controller The real time distributor then passes those data on to other Admin Workstations at the same site For each site typically two Admin Workstations are set up as distributors but only one is active at any time Glossary 311 Redundant Array of Inexpensive Disks RAID A storage device that provides fault tolerance through redundant physical disks A RAID system is an alternative to mirrored disks Region A collection of prefixes for incoming telephone calls If the leading digits of a calling line ID value match any of the prefixes the call is from the region You use a region in defining call types or branch within a script based on the call s region Registry See Configuration registry Relational database The database model used in the ICR central and local databases The relational database model portrays data as being stored in tables or relations The associations between pieces of data are implicit in the data themselves rather than being stored externally Report The final presentation of data titles dates and times and graphic elements either printed or displayed in a Monitor ICR window A single report can include components generated by one or more templates For example one report can contain a real time p
305. references The Preferences dialog box allows you to set several workstation preferences related to report background color and the real time data refresh rate The Preferences dialog box also provides information on the local and central databases and the directory in which the ICR software is installed Setting Workstation Preferences 103 gt To change workstation preferences 1 Choose Options Preferences The Preferences dialog box appears Preferences ab lb Lab 2 Change the workstation preferences using the following guidelines Note These guidelines vary based on the type of AW ICR Directory Shows the drive and directory where the ICR software resides ICR Instance AW Directory Displays the ICR customer and Admin Workstation directories for this AW Refresh Rate Lets you set the rate in seconds at which the Admin Workstation is updated with real time data This value also affects the rate at which the Controller Time is updated For Standard Network and Limited AWs the default value is 15 seconds the minimum value you can enter is 10 For monitor only AWs the default value and minimum value is 30 seconds Background Color Lets you set the background color of Monitor ICR reports You can set the red green and blue values to numbers between and 255 Enter the numbers directly or highlight the values and increment them by using the up and down arrows After you change a value move the
306. reserved agent is awaiting an interflowed call and is unavailable to receive any incoming calls This state applies to agents on Northern Telecom Meridian and Aspect CallCenter ACDs only Agents in busy other The number of agents who are in the Busy Other state that is busy in skill groups other than the one presently being examined An agent can be active in only one skill group at a time 184 Template Reference Therefore while active in one skill group the agent is considered by the other skill groups to be in the Busy Other state Percent agents idle The percentage of all agents in the enterprise skill group who are in the Not Ready state Percent agents available The percentage of all agents in the enterprise skill group who are in the Available state Percent agents talking The percentage of all agents in the enterprise skill group who are talking on inbound outbound or internal calls Percent agents in wrap up The percentage of all agents in the enterprise skill group who are involved in after call work Percent agents in busy other The percentage of all agents in the enterprise skill group who are in the Busy Other state Example Current Status of Enterprise Skill Groups Talking Ta re ing Talkin Avail Read In Other Wrapu Hold Reserve Other Ide Avai Takin Wee uj 1 fo OE EE EE ee Aa MA a7 of af of a a 00a osx ona fa af 3 of af a 15 a soe faa af of af a foe
307. rference to radio or television reception try to correct the interference by using one or more of the following measures e Turn the television or radio antenna until the interference stops e Move the equipment to one side or the other of the television or radio e Move the equipment farther away from the television or radio e Plug the equipment into an outlet that is on a different circuit from the television or radio That is make certain the equipment and the television or radio are on circuits controlled by different circuit breakers or fuses Modifications to this product not authorized by Cisco Systems Inc could void the FCC approval and negate your authority to operate the product The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California Berkeley UCB as part of UCB s public domain version of the UNIX operating system All rights reserved Copyright 1981 Regents of the University of California NOTWITHSTANDING ANY OTHER WARRANTY HEREIN ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED AS IS WITH ALL FAULTS CISCO AND THE ABOVE NAMED SUPPLIERS DISCLAIM ALL WARRANTIES EXPRESSED OR IMPLIED INCLUDING WITHOUT LIMITATION THOSE OF MERCHANTABILITY FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING USAGE OR TRADE PRACTICE IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT SPECIAL CON
308. rical Templates 193 entskg08_halfhour_perform_grid Description This template generates a historical grid that shows half hour full time equivalent FTE values for agents in selected enterprise skill groups FTE is the number of full time agents that would be required during a period to perform the work done in that period FTE values are derived by taking the time that agents are in a particular state during an interval and dividing that time by the number of seconds in the interval See also For more information on how FTE values are calculated see entskg04_status_grid_to5 earlier in this chapter This template has a date summary row which totals the data for the day and a skill group summary row which totals the data for individual skill groups in the grid Database Table Skill_Group_Half_Hour Data Full time equivalent FTE sign on The FTE number of agents logged on to the enterprise skill group FTE idle The FTE number of idle agents that is agents who were logged on not involved in a call or after call work and were not available to receive a call Idle is also referred to as Not Ready FTE available The FTE number of agents in the Available state that is not occupied with any call activity and ready to accept calls 2 4 3 O sab tr 4 J D _s D D 4 FTE talking The FTE number of agents involved in calls inbound outbound or internal 194 Template Reference FTE
309. ries and data intervals 83 Hunt group Lucent DEFINITY ECS 33 ICR controller time 74 databases 40 41 documentation 39 integration with networks 19 Master Help 74 ICR Print Server 118 ICR routed calls enterprise service 205 216 peripheral service 257 268 Idle Not Ready state count of agents in enterprise skill group 182 183 peripheral skill group 233 234 percent of agents in enterprise skill group 184 185 187 235 peripheral skill group 236 238 percent of time in enterprise skill group 195 peripheral skill group 246 Idle trunks 218 285 286 287 InfoMaker 42 Integration of call center and IXC 19 Intelligent CallRouter central controller 39 overview of 18 23 Internal calls 21 Index 323 Job Scheduler 118 24 fields 119 inspecting log files 123 starting 119 K Keyboard shortcuts 72 EOE oee Landscape printing 94 setting up for 95 Last Month time option 82 Week time option 82 Year time option 82 Layer option 93 Levels of detail drill down 64 threshold 109 Limitations of ACDs 35 Local database real time templates 154 Local time 75 Log files inspecting 124 Logged on state number of agents in 230 time spent in 136 Longest call in queue enterprise service 196 202 peripheral service 248 254 peripheral skill group 247 route 270 276 service array 206 Longest Available Agent Rockwell Galaxy 35 Lotus 1 2 3 WKS data format 102
310. ringing at the agent s position Abandoned calls percent The percentage of time associated with ACD calls that were abandoned while ringing the agent s position This value is measured against the total time the agent was logged on during the interval Hold calls in The total number of completed inbound calls the agent placed on hold The value is incremented when the after call work associated with the call is completed Hold calls in average The average on hold time in seconds associated with inbound calls the agent placed on hold Hold calls in percent The percentage of hold time associated with inbound calls the agent placed on hold This value is measured against the total time the agent was logged on during the interval Hold calls out The total number of completed outbound calls the agent placed on hold at least once The value is incremented when the after call work associated with the call is completed Hold calls out average The average on hold time in seconds associated with outbound calls the agent placed on hold Hold calls out percent The percentage of hold time associated with outbound calls the agent placed on hold This value is measured against the total time the agent was logged on during the interval Real Time and Historical Templates 227 Hold calls internal The total number of completed internal calls the agent placed on hold for the interval The value is incremented when the after call work associa
311. rom the CCSS7 network and returns a routing label to the CCSS7 network CED See Caller Entered Digits Central Controller The computer or computers running the CallRouter and the ICR Database Manager In addition to routing calls the Central Controller maintains a database of data collected by the Peripheral Gateways PGs and data that the Central Controller has accumulated about the calls it has routed G eo 0p ep pe x lt Central database The relational database stored on the ICR Central Controller which stores historical five minute and half hour data call detail records ICR configuration data and call routing scripts 294 Glossary Central Office CO The switching office of the local telephone company The local central office receives calls from within the local area and either routes them locally or passes them to an interexchange carrier IXC On the receiving end the local central office receives calls that originated in other areas from the IXC A Local CO trunk connects a call center directly with the local phone company s central office Classes A security class is a subset of the ICR configuration data Some classes support only Read access for all users For other classes you can assign specific access levels Read Reference or Maintenance to individual users Or user groups The ICR supports the following classes Call Global Network Interface Peripheral and System CLID
312. rom the palette into your script You can use the Palette command on the View menu to toggle between viewing and hiding the object palette Offered call An incoming call or internal call sent to a specific route or service In real time data a call is counted as offered as soon as it is sent to the route or service However if the caller hangs up before the abandoned call wait time has elapsed that call is not counted as offered in the historical five minute and half hour data This ensures that the number of calls offered is the same as the number answered plus the number abandoned Open Database Connectivity ODBC A standard application programming interface API that allows a single client application to access any of several databases Because the ICR s databases support ODBC you can query them from any third party client tool that also supports ODBC Open Peripheral Interface OPI The GEOTEL proprietary interface between Peripheral Gateways PGs and the ICR s Central Controller Partitioning See GEOTEL Partition PBX See Private Branch Exchange Percent utilization G eo 0p ep pe x lt The percent utilization is computed by dividing the total time agents spent handling calls by the total time agents were ready The ready time is calculated by subtracting the Not Ready time from the total time that agents were logged on The value is expressed as a percentage 308 Glossary Peripheral
313. row at the bottom of the grid totals or averages the data for all the enterprise skill groups listed Database Table Skill_Group_Real_Time Data Agents signed on The number of agents who are currently signed on to the enterprise skill group that is agents who are known to the system but may or may not be ready to accept calls Agents idle The number of agents who are logged on not involved in a call or after call work and are not available to receive a call Agents available The number of agents who are in the Available state that is not occupied with any call activity and ready to accept calls Agents ready The number of agents who are logged on and are either talking on a call or performing after call work but are presumed to be ready to accept calls when done Agents talking in The number of agents talking on inbound calls i Ca 3 O pe 14 JJ O h D MO gt 14 Agents talking out The number of agents talking on outbound calls Agents talking other The number of agents who are talking on calls other than inbound and outbound calls for example internal calls Agents in wrap up The number of agents involved in after call work After call work includes activities such as completing necessary paperwork or consulting work Calls on hold Number of calls to the skill group that are currently on hold Agents in reserve The number of agents currently in the reserve state A
314. rprise Service Date Level H elpDesk l 16 Jan 97 100 0 0 IH elpDesk l 17 Jan 97 100 0 0 Service Summary info 16 Jan 97 0 info 17 Jan 97 0 Service Summary Real Time and Historical Templates 209 entsvc12_ calls analysis _half_hour Description This template generates a historical grid that provides half hour call counts time in seconds for ASA AHT and average delay in queue and service levels for selected enterprise services This grid also provides a service Summary row that averages or totals the data for the individual enterprise services listed Database Table Service_Half_ Hour Data Service level The percentage of incoming calls to the enterprise service that were answered within a specified threshold during a half hour interval Average speed of answer ASA The average time that all calls offered to the enterprise service waited before being answered during a half hour interval Average handle time AHT The average handle time for calls handled by agents in the enterprise service for a half hour interval Handle time includes time that agents spend in the Talking In Work Ready and Work Not Ready states Average delay in queue The average delay for all calls that were in queue for the enterprise service for the half hour interval Calls offered The total number of incoming calls and internal calls sent to the enterprise service for the half hour interval Calls are counted as off
315. rprise name The last name and first initial of the agent and the peripheral with which the agent is associated Logon duration The time that the agent spent logged on Logout date and time The ICR central controller date and time that the agent logged out Reason A code received from the peripheral that indicates the reason for the agent s last state change Example Untitled Agent Logout Status By Skill Group 1999 02 04 From f1999 02 03 03 00 0 To 1 999 02 04 03 59 00 _Skill Group Simulator_PG_1 TechE xperts Page 101 of 203 Mary Benson Simulator PG_1 Benson M 20470 999 02 03 17 33 49 Summary 30470 John Curtis Summary 30470 John Rogers Simulator PG_IJohn_C e0470 1999 02 03 17 33 49 Summary 30470 Harold Lofton Simulator_PG_1 Lofton_H 30470 fi 999 02 03 17 39 49 Summary 30470 go D 3 O t D JJ D jn D D gt O 174 Template Reference agtskg04_daily_agent_activity Description This template generates a historical grid report that shows agent call handling activity over a specified time period for one or more skill groups To arrive at daily values the ICR sums the Agent_Skill_Group_Half_Hour rows for each day Database Table Agent_Skill_ Group_Half_Hour Data Skill group The name of the skill group with which these agents are associated Agent name The first and last name of the agent Duration The total time in seconds that age
316. runk group Trunk group Trunk group Group Trunk Trunk Trunk group Trunk Trunk Peripheral Trunk group DNIS Destination ACD Destination ACD Target and DNIS Number DNIT Number DNIT GEOTEL ICR Alcatel 4400 NEC NEAX 2400 Ericsson ACP1000 Service Pilot CCV number Trunk group called number Skill Group Agent PG Split number Agent group Agent Agent Agent Agent Trunk Group None Trunk group Trunk group Trunk None Trunk Trunk Peripheral DNIS Pilot number Trunk group or queue Target Peripheral Specific Terminology 35 The ICR comprises a set of the functions of the supported peripherals Because the features of each ACD vary one type of ACD cannot take advantage of every capability the ICR offers Some ACDs have limitations that prevent them from making full use of specific features of the ICR Table 4 summarizes these limitations Table 4 Features Not Supported for Specific Peripherals Peripheral Type Restrictions Aspect CallCenter Only one skill group assignment per agent Alcatel 4400 No trunk group monitoring Ericsson ACP 1000 Only one skill group assignment per agent Nortel DMS 100 No trunk group monitoring SL 100 Nortel Meridian Limited trunk group monitoring No peripheral service level reporting lt 49 5 S 99 Ring time for a call is included in either queue time or delay time Cannot specifically track agents as Talking Out this time is included in Talking Other Roc
317. s for agents in selected peripheral skill groups FTE is the number of full time agents that would be required during a period to perform the work done in that period FTE values are derived by taking the time that agents are in a particular state during an interval and dividing that time by the number of seconds in the interval For more information on FTE see perskg04_status_grid_to5 earlier in this chapter This grid has date and skill group summary rows that total the data for the day and the individual skill group respectively Database Table Skill_Group_Half_Hour Data Full time equivalent FTE sign on The FTE number agents logged on to the peripheral skill group FTE idle The FTE number of idle agents that is agents who were logged on not involved in a call or after call work and were not available to receive a call Idle is also referred to as Not Ready FTE available The FTE number of agents in the Available state that is not occupied with any call activity and ready to accept calls FTE talking The FTE number of agents involved in calls inbound outbound or internal FTE wrap up The FTE number of agents involved in after call work An agent performing after call wrap up work is in either the Work Ready or the Work Not Ready state FTE hold The FTE value for the number of agents in the Hold state during an interval The Hold state is a state in which an agent has all active calls on hold and is
318. s from the initialization file Succesfully connected to the central databasegeolablgra Unable to connect local database Read the local database parameters from the initialization file Succesfully connected to the central databasegeolablgra Unable to connect local database Read the local database parameters from the initialization file Succesfully connected to the central databasegeolablgra Read the local database parameters from the initialization file Succesfully connected to the central databasegeolablgra Unable to connect local database Read the local database parameters from the initialization file Succesfully connected to the central databasegeolablgra Unable to connect local database Read the local database parameters from the initialization file Succesfully connected to the central databasegeoccslgra Log for latest print 725 Succesfully connected to the local database job to be executed 764 Checking for the existence of file custom perskg ri16test cmb custom perskg r16test cmb file exists Creating report for custom perskg r1 6test cmb 1 6 97 765 Printing data of custom perskg r16test cmb 3 Use the scroll bars to scroll through the log file 4 Choose File gt Exit to close the Notepad window 6 1 6 Closing the ICR Job Scheduler To close the ICR Job Scheduler click the Cancel button T See also 125 Available Data The Intelligent CallRouter databases collect historical and real time data about ag
319. s in the grid Database Table Route _Real_ Time Data Calls offered The total number of incoming calls and internal calls sent to the route during the interval Calls are counted as offered as soon as they are sent to the route Calls answered The total number of calls to the route that were answered during the interval A call is counted as answered when it reaches an agent Calls abandoned The total number of calls during the interval in which the caller hung up before being connected with an agent Service level The percentage of incoming calls to the route during the interval that were answered within a specified threshold Example A Untitled Route Calls Trend Analysis Over Last 5 minutes For Current Half Hour For the Day Route Offer Answer Aband Offer Answer Aband ServLev Offer Answer Aband Se Bellevue Proactve sid 100 04 4594 4594 ellevue QuickResponse 100 0 4225 422 263 266 2607 260 1895 2754 275 2541 254 21279 2127 go D 3 O t D JJ D jn D D gt O idddddadl LIJE fa N 1 100 0 00 0 00 0 99 6 00 0 00 0 i oo b ellevue Registration ellevue Service oston HelpDesk iis aston Info 7 Belevue QuickResponse 5S Belevue Registration 38 BelevueService 8 BostonHelpDesk M a Bostono 3 Boston MassMarkets o o 3 14 dda LJE oston MassMarkets ANAAANAN E JII w
320. s that terminate at each peripheral Route call detail describes how the ICR processed the Glossary 293 call Termination call detail describes how a call was handled at a peripheral See also Route Details and Termination Call Details Call type A category of incoming calls Calls are categorized based on dialed number DN caller entered digits CED and calling line ID CLID Each call type has a schedule that determines which routing script or scripts are active for that call type at any time Optionally you can define a default call type for each routing client Caller Entered Digits CED Digits entered by a caller on a touch tone phone in response to prompts Either a peripheral ACD PBX or VRU or the carrier network can prompt for CEDs Calling Line ID CLID Information about the billing telephone number from which a call originated The CLID value might be the entire phone number the area code or the area code plus local exchange CallRouter The main part of the ICR system The CallRouter receives call routing requests and determines the best destination for each call It also collects information about the entire system Carrier A company that provides telecommunications circuits Carriers include the local telephone company and companies like AT amp T MCI and Sprint CCSS7 Common Channel Signaling System 7 The protocol used by the AT amp T signaling network The ICR s NIC receives routing requests f
321. se service 196 peripheral service 248 peripheral skill group 247 Export files storing 101 options 101 2 report data 101 2 Export Data option 101 p Files CMB 86 association 97 formats of 102 renaming 87 saving 86 Frame Bar option 73 Freezing real time screens See Pause button FTE See Full time equivalent Full time equivalent FTE 186 193 237 244 available 186 193 237 244 busy other 194 238 245 idle 193 237 244 idle 186 in wrap up 186 237 logged on 237 logged on 186 number of agents 190 192 240 242 signed on 193 244 talking 186 193 237 244 wrap up 194 244 G Galaxy terminology 34 Galaxy specific data 231 232 Gate Rockwell Galaxy 34 Groups Rockwell Galaxy primary secondary and tertiary 34 H Handle time 136 average enterprise service 202 208 209 enterprise skill group 189 191 peripheral service 254 259 261 peripheral skill group 240 242 route 276 278 280 service array 206 Handled calls enterprise service 198 202 205 208 209 212 214 216 enterprise skill group 189 191 peripheral service 268 peripheral service 250 254 256 260 262 264 266 peripheral skill group 240 242 route 272 276 279 281 service array 206 Help button 72 contents of 74 invoking 73 Hierarchy drill down 110 service and skill group 24 Historical data 40 41 templates 46 Historical Data Server HDS 40 Hourly bounda
322. select a drill down template 1 With the DrillDown Editor displayed click on a template in the list 2 Click Apply to assign the new template to the selected report component 3 Click Done The DrillDown Editor is closed and you are returned to the report window You can apply one drill down template to each report component The drill downs you assign to a report component are applied to all the elements in the component For example if you apply a drill down template to a bar graph that displays data for three peripheral services you can invoke a separate instance of that drill down report for each of the three peripheral services If a drill down template is already applied to a report component the currently applied drill down template is highlighted when you open the DrillDown Editor 5 2 3 Using Drill Downs in Reports 113 Moving Between Report Components You can assign drill downs to other components in the same report by using the Next and Previous buttons within the DrillDown Editor To assign a drill down to another component in the report click the Next button The DrillDown Editor dialog box is refreshed The title bar changes to indicate the currently selected report component and a new list of drill down templates appears You can move through several report components in this manner assigning drill downs for each as you continue You can also return to the previous report component by clicking on the Prev
323. shows daily call totals and service levels for selected peripheral services This grid also provides service summary rows that total or average the data for the individual peripheral services in the grid Database Table Service_ Half Hour Data Service level The percentage of incoming calls to the peripheral service that were answered within a specified threshold for the day Average speed of answer ASA The average time that all calls offered to the peripheral service waited before being answered for the day Average handle time AHT The average handle time for calls handled by agents in the peripheral service for the day Handle time includes time that agents spend talking on inbound calls Talking In and performing after call work Work Ready and Work Not Ready Average delay in queue The average delay for all calls that were in queue for the peripheral service for the day Calls offered The total number of incoming calls and internal calls sent to the peripheral service for the day Calls are counted as offered as soon as they are sent to the peripheral service 2 4 3 O sab tr 4 J D _s D D 4 260 Template Reference Calls handled The number of calls answered and finished for the peripheral service for the day Also provided as a percentage of the total calls offered to the service during the half hour interval Calls abandoned The number of calls to the peripheral service fo
324. snnnnnnnnnnnnnrnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn nenn 61 3 9 SENMO TMFESMOIGS siaa a a aE 61 3 1 0 2 AdGING DID OWN Svaninn aaa a R 64 3 11 Saving Your WorkSpace ssssssnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn mnnn 67 Contents V O 4 REDOMING BASICS icssananaa 69 wn 4 1 The GEOTEL Admin Workstation Grou p c ssscccsssssseeesseeesseeeseeees 70 4 2 Starling Monitor ICR ini a a a 71 42i Toobar OPionS varies etd ace n ated 72 A222 OMNES Herse id San tai teedeanduie 73 423 COMMON TMC seus iet ts ede a duleass 74 4 2 4 Command Prompt Startup Options eeeeeeeeeeeeeeeeeeeeees 75 4 3 Working with the Template Launche ccccsseseeeeeeeenseeeeeeeeeeeeeeees 75 4 3 1 Category and SCODGE cccccsessececccsssseeeeceeseeeecseeaseeesesseneeeeeseas 77 A Se Date and TIMO nasia a er I Aaa 80 AS MEMS erea a N e 83 ASAs NEMIPIALCS aoaoina aa a S 84 4 3 5 Launching TemplalES ssrin airia ai 85 4 4 Working Wh ReEportS sosses iua anaa anaana aaa a aa aa a 86 4 4 1 Saving Report Definitions cceeccccscsssseceeeeseeeeeeeeeeeeeeeeeeeeas 86 4 4 2 Single and Multiple Component Reports cccecsseeeeeeeeees 88 AA ONU MOGE a ete Om Pe eR E 90 4 4 4 Working with Several Reports cccccseeeeeeeeeeeeeeeeeeeeaeeeeeeeeees 92 AAs SAUS BA ae E E E ee eee ene eee 93 4 4 6 Retrieving Historical Data c cccccssssceccesseeecc
325. storical grid the report will contain all three components Reports can have up to ten components In other words you can select up to ten templates to use in a single report This allows you to mix and match real time and historical templates to create a report that displays exactly the data you want to view 4 3 5 Working with the Template Launcher 85 The template lists provide the following information about each template Template name The name of the template Each template uses a naming convention that includes a directory for example persvc routes trkgrp a number and a brief descriptive title This is a GEOTEL naming convention If you create your own templates using the ICR Custom Screen Builder be sure to use a different naming convention Otherwise you may risk overwriting one of the GEOTEL predefined report templates Description A description of the purpose of the template including the display style for example graph pie chart or grid and the types of data the template displays Launching Templates To launch the templates click OK An untitled report window appears and the Template Launcher is closed Typically you launch templates after you make your final selections in the Templates tab However you can launch the templates from within any of the other Template Launcher tabs For example if you needed to go back to change your Item selections you could click OK from within the Items tab t
326. stributes incoming calls at each call center 24 Overview See also 1 2 1 From a reporting perspective you can view agent and call routing statistics on an enterprise wide or peripheral by peripheral basis Enterprise reporting gives you a view of performance across the entire call center enterprise Peripheral reporting focuses your reports on specific areas of the call center enterprise To become more familiar with the ICR call center enterprise it might help to review the types of organizational entities you can define Table 1 later in this chapter provides information on how ICR call center terms map to the terms used by ACD vendors Services and Skill Groups A service 1s a particular type of call processing that the caller requires In most cases a service can be thought of as a certain type of call For example in a software company s call center callers who have questions about installing software might be directed to the Technical Support service A skill group on the other hand is a set of agents who handle similar types of calls or have a common set of skills A skill group might contain agents who are able to handle a particular type of call for example calls from customers who speak Spanish Figure 4 shows the hierarchy of services and skill groups within a call center enterprise Enterprise Skill Group Peripheral Skill Groups is _ Peripheral Services g Figure 4 Service and Skill Group
327. t pn ooo Fennell Foss Curtis Lofton Lawrence McNeil Foben Parson Robert Smith SeA AA E A A LE Em L a E a E E LE L EE m Ae Ae A A e E L E mA A e e A a e EEL im e e e e e L l oot orotlotlotoabotlotolos Real Time and Historical Templates 163 agtper01_agent_status_by_position Description This template generates a real time grid report that shows agent status by position for each agent logged on to the peripheral Database Table Agent_Real_Time Data Peripheral The name of the peripheral selected as the scope of the report Position The current extension on which the agent is working Agent name The first and last name of the agent Skill group The name of the skill group to which this is logged on Logon date and time The date and time that the agent logged on Current state The current state of the agent Logged Off Logged On Ready Not Ready Work Ready Work Not Ready Talking Busy Other Reserved Unknown Calls on Hold Direction The direction of the call on which the agent is currently working In Inbound Out Outbound or Unknown Destination The type of outbound call ACD direct or Unknown Last state change The date and time that the agent s state last changed Reason A code received from the peripheral that indicates the reason for the agent s last state change go D 3 O t D JJ D jn D D gt O Example Agent Status By Posi
328. t on the first day of the month to the last day at 11 59 P M This Year Provides data for this year from 1 Jan to the current day You can specify a From time for the first day in the year and a To time for the current day The 00 00 to 23 59 defaults provide data from midnight of the first day to the current day and time Last Year Provides data for the last full year For example if the current month is April 1997 the last full year would be Jan 1 1996 to Dec 31 1996 The 00 00 to 23 59 defaults provide data from midnight on the first day of the year to the last day at 11 59 P M 4 3 3 Working with the Template Launcher 83 Advantages of Using Relative Dates The Relative Dates option provides a unique advantage over entering specific dates and times When you use relative dates you do not have to edit the report definition to change the report dates and make them current Every time you bring up the report you get data for the specified period of time relative to the present date For example if you created a report and specified Last Week as the relative date you could open the report on any day and automatically see data for last week You could have other reports that displayed data for yesterday or for the last month By using reports with different relative dates you can see daily activity as well as activity on a weekly monthly or even yearly basis Show Date and Time Option Click the Show a
329. t provide a view into current agent and call center activity Report A report is the final presentation of data titles dates and times and graphic elements displayed on the AW screen or printed A single report can include components generated by one or more templates For example one report can contain a real time pie chart and a historical grid each generated with a different template Once the report is displayed on the screen it can be saved as a report definition Web View Report definition A report definition is a file that specifies the templates the report uses to retrieve data The report definition also specifies other values that the report includes for example dates and times particular services skill groups etc Report definitions are saved as files with CMB extensions in the subdirectories of the icr aw custname custom directory They can be displayed at any time in Monitor ICR 2 5 Web View See also GEOTEL Web View is the web based reporting and script monitoring tool of the ICR You can install Web View on an Admin Workstation to make it a web server in your corporate intranet Other computers with access to the web can use the GEOTEL Web View Server to generate ICR reports and monitor call routing scripts in real time Figure 13 shows an example of the type of Web View report that can be displayed in a web browser y Netscape http geolabaw2 report 04_calls_trend_analysis On
330. talk time for calls handled by agents for the service Talk time includes time spent in the Talking In Talking Out and Talking Other states Other time The sum of the time that agents spend in the Not Ready and Busy Other states B gt lt D D e D U D t D 7 5 Enterprise Data An enterprise service is a collection of peripheral services that can span several call centers For example an enterprise service called Technical Support may include peripheral services from several geographically dispersed call centers All the Technical Support peripheral services are logically combined to make up a Technical Support enterprise service An enterprise skill group is a collection of skill groups that can span several call centers Enterprise skill groups can also include peripheral skill groups from geographically dispersed call centers Each of the peripheral skill groups has a common set of skills such as the ability to handle sales calls These skill groups are logically combined to form an enterprise skill group Enterprise service and skill group data are stored in the following tables Service_Real_Time Service_ Half Hour Skill _Group_Real_Time Skill _Group_Half Hour To compile data for enterprise services and skill groups the ICR finds the real time or historical records for each member peripheral service It then sums or averages values from the individual records to produce a value for the enterprise s
331. te Reference routes11_calls_ analysis daywise Description This template generates a historical grid that provides daily totals on service levels queue status and call counts for selected routes A summary row totals or averages the data for individual routes Database Table Route_Half_Hour Data Service level The percentage of incoming calls to the route that were answered within a specified threshold for the day Average speed of answer ASA The average time that all calls offered to the route waited before being answered for the day Average handle time AHT The average handle time for calls handled by agents for the route for the day Handle time includes time that agents spend talking on inbound calls Talking In and performing after call work Work Ready and Work Not Ready Average delay in queue The average delay for all calls that were in queue for the route for the day Calls offered The total number of incoming calls and internal calls sent to the route for the day Calls are counted as offered as soon as they are sent to the route Real Time and Historical Templates 279 Calls handled The number of calls answered and finished for the route during the current five minute interval Also provided as a percentage of the total calls offered to the route during the half hour interval Calls abandoned The number of calls during the day in which the caller hung up before being connected with an agent
332. te independently In the standard configuration the ICR routes calls for a single customer In a service bureau configuration a single ICR system may service multiple customers G eo 0p ep pe x lt 296 Glossary Customer Routing Point CRP AT amp T s terminology for third party processors that accept routing requests from the CCSS7 network Within the Intelligent CallRouter the Network Interface Controller NIC acts as a CRP Customer Support Forwarding Service CSFS The facility within the ICR Logger that receives events from all parts of the ICR filters them and saves appropriate messages The Data Transfer Process DTP sends these messages to GeoTel Customer Support Database Manager The part of the ICR system that stores information about the entire system in the central database The Database Manager maintains the data that is used in reporting and making routing decisions Database schema The organization of information within a database The schema consists of table field and index definitions DDSN See Distributed Diagnostics and Service Network DDSN Transfer Protocol DTP The process on the ICR Logger that connects to GeoTel Customer Support and delivers any messages saved by the Customer Support Forwarding Service CSFS The DTP is part of the Distributed Diagnostics and Service Network DDSN which ensures that GeoTel Customer Support is informed promptly of any unexpected behavio
333. teTime From 1999 01 18 08 00 AM To 7999 01 21 11 59 PM pers cO05_calls_offered Ce eee eet oa See ee D ar Note Shuffle Mode is not required in a single component report When you lay out report components it helps to click the Maximize button so you have more screen area in which to work Working with Reports 91 gt To lay out and resize report components l Zz Select Edit Shuffle Mode Drag the graph chart and text objects and resize them Sometimes a grid style report is too long to display all the data it contains In this case you can use the scroll bar on the right side of the grid window to view more data Click inside the Title box and enter text for a title You can also resize the Title window if necessary The title you type has nothing to do with the report definition file name You enter a separate file name when you save the report When you are satisfied with the appearance of the report choose Edit Shuffle Mode from the Monitor ICR menu to deselect Shuffle Mode The following example shows a completed two component report Ed Monitor ICR tut1 cmb Controller Time Ea 1999 01 21 14 39 44 e k g S 5 Peripheral Service Queue Delay Status Call Analysis for Bellevue Denver and Omaha MidTier Services Bellevue MidTier Denver MidTier From 26 Apr1997 08 00 AM To 28 Apr1997 11 59 PM pr Omaha MidTier Calls Analysis of Peripheral From Avg Delay E
334. ted with the call is completed Hold calls internal average The average on hold time associated with internal calls the agent placed on hold Hold calls internal percent The percentage of hold time associated with internal calls the agent placed on hold This value is measured against the total time the agent was logged on during the interval Assistance calls total The total number of calls for which the agent received supervisor assistance during the interval The value is incremented when the supervisor assistance call completes Assistance calls average The average time in seconds that the agent received assistance for all supervisor assisted calls during the interval Assistance calls percent The percentage of time that the agent spent during the interval on supervisor assisted calls This value is measured against the total time the agent was logged on during the interval Conference calls in The number of incoming calls on which the agent was in conference Incoming calls include ACD and non ACD calls The value is incremented with the agent drops off the call and the call becomes a simple two party call Conference calls average The average time in seconds that the agent spent in conference with calls during the interval This value includes hold time associated with the conference calls Conference calls percent The percentage of time that the agent spent during the interval on conference calls The percentage includes
335. ter Last Week as a Relative date option You could save this report and display it at any time Each time you displayed the report you would be able to see the number of calls offered over the last week for each peripheral service The following report provides an example Peripheral Service Calls Offered Bellevue HelpDesk Bellevue MidTier Boston MidTier Single component reports have standard window features and can be resized moved minimized and maximized Report title bar Individual component title bars Working with Reports 89 You might want to create a more complex report that uses more than one template For example if you launch two real time templates and a historical template the report contains three components You save the report definition in the same way you save a single component report definition However the multiple component report definition references three templates instead of one You can use up to ten templates to create a single report Multiple component reports are useful in displaying different types of data in the same report Real time components display current data and historical components display data based on a range of dates and times that you enter The following example shows a report that has four components FA Monitor ICR Controller Time x Jan 10 1997 2 52 02 PM persyc02_calls_status persyc05_calls_offered_half_pie Peripheral Service Status Peripheral Service Ca
336. ter the directory and the report definition file name For example persvc qstat cmb You can also enter a string of multiple reports to print persvc qstat cmb routes calls cmb perskg trkstat cmb 122 Scheduling Reports You must enter the directory name and the file name for each report Also for multiple entries be sure to include spaces between each directory filename combination Log The Log check box is disabled for the PrintRpt command All print jobs submit log entries to the ICRPRINT LOG file The print job log entries chronicle the progress of each print job executed by the job scheduler The ICRPRINT LOG file is described later in this section The following example shows a Job Details dialog box set up to print a report every Monday at 8 00 A M B Details X gt To submit a print job schedule 1 Click the Apply button You are returned to the ICR Job Scheduler window The new entry appears in the window 2 Optional At this point if you decide that you do not want to submit the print job you can click Reset to return the ICR Job Scheduler settings to their original state that is to the settings in place when you opened the job scheduler 3 Important Click the Apply button in the ICR Job Scheduler window This submits the job in the ICR Job Scheduler Notice that the value in the Time field changes from 24 hour format to A M or P M You can use this as an indicator that the job has been successfu
337. terprise A peripheral agent can be a member of one or more skill groups Some peripheral types limit each agent to one skill group assignment Optionally you can group peripheral agents into agent teams Agent distribution The flow of agent data from a specific peripheral to a specific Distributor You can separately enable and disable each agent distribution Agent out call An outbound call made by an agent Agent Reporting See GEOTEL A gent Reporting Agent team A group of peripheral agents configured on the same peripheral to meet a business need You can have an agent team that includes agents at the call center and agents who work at home Although these agents are at different locations they are associated with a particular ACD at the call center Members of an agent team can also be members of one or more skill groups AHT See Average Handle Time All Trunks Busy ATB The state of a trunk group when all trunks are in use The trunk group cannot accept any new inbound or outbound calls in this state The ICR tracks the amount of time during which all trunks in a trunk group are busy You can view this information in real time or historical reports ANI See Automatic Number Identification Announcement A recorded verbal message played to a caller Answer wait time The elapsed time from when a call is offered at the peripheral to when it is answered Answer wait time is the sum of delay time queue time and ring ti
338. tervals During a 30 minute interval statistics accumulate in real time tables for example Service_Real_Time At the end of the interval the statistics are written to half hour tables for example Service_Half_Hour Handle time The time an agent spends talking on an inbound call and performing after call work Handled calls A call is counted as handled when the call is finished For example the CallsHandledTo5 field in the Service_Five_ Minute table counts the number of calls that finished during the five minute interval The calls might have been answered before the interval began G eo 0p ep pe lt By contrast a call is counted as answered as soon as it reaches an agent or VRU Therefore the number of handled calls and answered calls during an interval is not necessarily the same but eventually each answered call is counted in both categories 302 Glossary HDS See Historical Data Server Historical data Data collected at five minute and half hour intervals and stored in the ICR central database or an HDS database Historical Data Server HDS An Admin Workstation with a special database that holds ICR historical data In a normal configuration historical data is stored only in the central database When you use the HDS option the historical data is also stored on the HDS machine which must be a real time distributor Other Admin Workstations at the site can read historical data from th
339. th Monitor ICR Controller Time 1999 02 15 11 53 46 The Controller Time window shows the current date and time at the ICR Central Controller The Central Controller is the computer or computers running the CallRouter and the Database Server An up to date controller time indicates that the real time feed process is active and providing real time data to the Admin Workstation You can click on the radio button O to display the time zone for the Central Controller By default the controller time is updated approximately every 10 to 30 seconds depending on the AW type You can change these valueson some AWs by using the Preferences dialog box Working with the Template Launcher 75 To change the refresh rate change the value in the Refresh Rate field in the Preferences dialog box This field also affects the rate at which real time data is updated in Monitor ICR real time reports See also See Setting Workstation Preferences later in this chapter for more information on using the Preferences dialog box You may also want to see the local time at the Admin Workstation while you run Monitor ICR To display the local time run the Clock task from the Windows NT Run window 4 2 4 Command Prompt Startup Options You can start Monitor ICR and open existing reports from the DOS command prompt For example in a DOS command prompt window you can type C gt monitor icr customenaw custom persvc filename cmb This
340. the caller hung up before being connected with an agent Calls abandoned within service level The number of calls to the peripheral service that were abandoned within the ICR service level threshold Service level without abandoned calls The ICR service level for the peripheral service without including abandoned calls in the calculation For more information on service level calculations see Chapter 7 Available Data Service level with abandoned calls The ICR service level for the peripheral service including abandoned calls in the calculation Example Effect of Abandoned Calls on Peripheral Service Service Levels Calls Calls Service Level Peripheral Service Offered Handled Abandoned within SVL Without Abandoned With Abandoned _ Bellevue MassMarkets Damm a 62 z Belevue NatlAcctSery 21 5 B elleyue NewM arkets 12 2 Bellevue PremiumS ales 15 40 Bellevue Proactive 24 al Bellevue QuickResponse 14 Summary 122 323 Al Real Time and Historical Templates 251 persvc04 _calls_trend_analysis Description This template generates a real time grid that shows call counts and service levels for selected peripheral services since the end of the last five minute interval for the current half hour interval and since midnight A summary row totals the call count data for all services in the grid Database Table Service _Real_ Time Data Calls offered
341. ting tools to access the databases For information on other database query and access tools see Chapter 2 The Admin Workstation This chapter describes each predefined template and provides examples of the reports that can be generated by using the templates Templates are available for each call center entity in the ICR system Agents Application gateways Call types Peripherals Routes Routing clients Schedules Services Service arrays Skill groups Trunk groups G9 gt O pe oun D JJ D h gt MO D 154 Template Reference 8 1 Real Time and Historical Templates See also The real time templates generate reports that show the current state of the call center enterprise Real time reports help you to keep track of current call center resources and react quickly to any service delays The real time templates draw data from the real time tables in the local database of the Distributor Admin Workstation These tables are constantly updated by the ICR real time client process running on the Distributor AW Client AWs read the real time data from the Distributor AW database Historical templates are used to produce reports on past enterprise call center performance You can use the historical templates to generate reports that help you to analyze trends and gauge resources across the call center enterprise In contrast to the real time templates which d
342. tion 1999 02 03 Simulator_PG_1 Page 33 of 70 WORK_READY UNKNOWN UNKNOWN 1999 02 03 16 09 04 TALKING in 7999 02 03 16 06 44 TALKING 7999 02 03 16 06 52 N WORK_READY UNKNOWN UNKNOWN 1999 02 03 16 08 02 WORK_READY UNKNOWN UNKNOWN 1999 02 03 16 08 08 IN 1999 02 03 16 06 46 in 1999 02 03 16 06 42 WORK_READY UNKNOWN UNKNOWN 1999 02 03 16 08 08 1999 02 03 09 12 02 WORK_READY JUNKNOWN JUNKNOWN 1999 02 03 16 08 02 164 Template Reference agtper02_agent_status_by_skillgroup Description This template generates a real time grid report that shows current status of each agent by the skill groups defined for the peripheral Database Table Agent_Skill_Group_Real_Time Data Peripheral The name of the peripheral selected as the scope of the report Skill group The name of the ICR skill group Agent name The first and last name of the agent Logon date and time The date and time that the agent logged on Agent state The current state of the agent Logged Off Logged On Ready Not Ready Work Ready Work Not Ready Talking Busy Other Reserved Unknown Calls on Hold Last state change The date and time that the agent s state last changed Reason A code received from the peripheral that indicates the reason for the agent s last state change Example Untitled Agent Skill Group Status 1999 02 03 Simulator_PG_1 Page 47 of 101 Agent State State Last Change Simulator PG_1 TechExpert Patrick M
343. tion gateway data including data on ICR Gateway activity are stored in the central database Application_Gateway_Half_Hour table The ICR does not track real time data for application gateways The statistics you can report on for application gateways include Requests The number of requests sent to the host system during the half hour interval Rejects The number of query requests that were rejected by the host system during the half hour interval Maximum delay The longest response time in milliseconds for any request to the host system during the half hour interval Average delay The average response time in milliseconds for all requests to the host system during the half hour interval Unavailable The number of requests attempted while no host system was available during the half hour interval Errors The number of errors that occurred for requests to the host system during the half hour interval Timeouts The number of requests to the host system that timed out during the half hour interval Routing Client Data 151 7 12 Call Type Data The ICR allows to report statistics for the call types defined in the system A call type 1s a category of incoming calls Calls are categorized based on dialed number DN caller entered digits CED and calling line ID CLID Each call type has a schedule that determines which routing script or scripts are active for that call type at any time In Monitor ICR r
344. tled Enterprise Skill Group Utilization of Ready Agents Proactive Sec Proactive Pn Proactive PremiumSales Sec PremiumSales Pri PremiumSales 0 2000 4000 6000 8000 10000 Real Time and Historical Templates 189 entskg06_halfhour_aht_grid Description This template generates a historical grid that shows call count and handle time data per half hour for selected enterprise skill groups This template also includes a summary row for each day of data which provides daily averages and totals and a summary row for each skill group which provides averages and totals for individual skill groups Database Table Skill_Group_Half_Hour Data Calls handled The total number of calls handled to completion for the enterprise skill group Agent calls out The total number of outbound calls made by agents in the enterprise skill group Average handle time The average handle time for calls handled by agents in the enterprise skill group Handle time includes time that agents spend in the Talking In Work Ready and Work Not Ready States Average talk time The average talk time for calls to the enterprise skill group Talk time includes time spent in the Talking In Talking Out and Talking Other states Average wrap up time The average time that agents in the enterprise skill group spent in after call work i Ca 3 O pe 14 JJ O h D MO gt 14 190 Template Reference FTE numbe
345. tor ICR is not yet running File association makes it possible to associate a file s file name extension with an application For example once you associate the CMB extension with the Monitor ICR application you can double click any CMB report file from within Windows NT Explorer to start Monitor ICR and open the report Once Monitor ICR is started you can double click on other CMB files to open those reports Additional reports are opened in the currently active Monitor ICR application Monitor ICR is not started again a JJ D O O S gt vo UJ D o O p 98 Reporting Basics gt To apply file association through NT Explorer 1 Start the Windows NT Explorer program 2 Change to the ICR s custom directory 3 Open one of the custom subdirectories for example persvc and select highlight a CMB report definition 4 Press SHIFT and click the right mouse button A pop up menu appears 5 Choose Open With The Open With dialog box appears with a list of standard Windows NT executables 6 Click Other A secondary Open With dialog box appears prompting you to look in a directory for a specific executable to apply 7 Change to the icr bin directory 8 Within the icr bin directory find monitor exe Select monitor exe and click Open You are returned to the Open With dialog box 10 Check the option Always use this program to open this type of file 11 Click OK to associate
346. total time the agent was logged on during the interval Hold calls internal The total number of completed internal calls the agent placed on hold for the interval The value is incremented when the after call work associated with the call is completed Hold calls internal average The average on hold time associated with internal calls the agent placed on hold Hold calls internal percent The percentage of hold time associated with internal calls the agent placed on hold This value is measured against the total time the agent was logged on during the interval Assistance calls total The total number of calls for which the agent received supervisor assistance during the interval The value is incremented when the supervisor assistance call completes Assistance calls average The average time in seconds that the agent received assistance for all supervisor assisted calls during the interval Assistance calls percent The percentage of time that the agent spent during the interval on supervisor assisted calls This value is measured against the total time the agent was logged on during the interval Conference calls in The number of incoming calls on which the agent was in conference Incoming calls include ACD and non ACD calls The value is incremented with the agent drops off the call and the call becomes a simple two party call Conference calls average The average time in seconds that the agent spent in conference with calls d
347. ue The time that the longest call in queue for the enterprise service has spent in the queue Calls offered The total number of incoming calls and internal calls sent to the enterprise service since the end of the last five minute interval Calls are counted as offered as soon as they are sent to the enterprise service Calls handled The number of calls answered and finished for the enterprise service since the end of the last five minute interval Calls abandoned The number of calls in which the caller hung up before being connected with an agent Measured since the end of the last five minute interval Average speed of answer ASA The average time that all calls offered to the enterprise service waited before being answered Measured since the end of the last five minute interval Average handle time AHT The average handle time for calls handled by agents in the enterprise service since the end of the last five minute interval Handle time includes time that agents spend in the Talking In Work Ready and Work Not Ready states Average talk time The average time agents for the enterprise service spent talking on calls handled by the enterprise service since the end of the last five minute interval Talk time includes time spent in the Talking In Talking Out and Talking Other states Real Time and Historical Templates 203 Service level The percentage of incoming calls to the enterprise service that were answered within a s
348. ue for the number of agents needed for this peripheral skill group value is imported from a third party workforce management system Scheduled agents The number of agents scheduled value is imported from a third party workforce management system Example Untitled lois Agent Forecast Comparison Skill Group Enterprisename Agents Logged In Required Agents Scheduled Agents brokerage qoubes fall brokerage sery 34 lease_Wwecreen 40 Co aD 3 O sab vr rq JJ D rq N cq Usa FB Cg 248 Template Reference persvc0O1 queue_delay_status Description This template generates a real time bar graph that shows the current status of call queues for selected peripheral services Database Table Service _Real_ Time Data Average delay in queue The average delay for calls currently in queue for the peripheral service Expected delay in queue The predicted delay for any new call added to the queue for the peripheral service This is valid only if no agents are available for the peripheral service Longest call in queue The time that the longest call in queue for the peripheral service has spent in the queue Average speed of answer ASA The average time that all calls offered to the peripheral service during the current five minute interval waited before being answered Example Peripheral Service Queue Delay Status Denver Proactive Denver NatlAcctServ Denver MidTier 19
349. ued Logged Off is not an agent state but rather a necessary condition for being in any State 139 B gt lt D D er D U D t D 140 Available Data GEOTEL Rockwell Rockwell Siemens Siemens Rolm ICR Galaxy Spectrum HICOM 300E 9751 CBX Work Not N A Call work and N A Unavailable Work Ready available console lamp not lit Busy Oher Overflow calls Busy on either Other Other currently in an internal call progress or a call for an Overflow call agent group work other than the agent s primary group Reserved N A N A N A N A Hold N A N A N A N A Table 13 shows the ICR agent state terms and how they correspond to the terms used by Alcatel NEC and Ericsson Table 13 Agent State Terminology Alcatel NEC and Ericsson GEOTEL ICR Alcatel 4400 NEC NEAX 2400 Ericsson ACP100 Logged On Agent Logged On Logon Agent logged on jacked in Logged Off Agent Logged Off Logged Off Agent logged off jacked out Ready Agent Ready Logged on minus not Idle agent ready ready Not Ready Agent Not Ready Break Agent not ready Available Idle Ready Idle Talking In Agent Busy ACD incoming Q CONN Talking Out Agent Busy Non ACD outgoing Q OUTDIAL A_OUTDIAL Talking Agent Busy Non ACD incoming A_CONN Q_CONN Other Non ACD internal continued Logged Off is not an agent state but rather a necessary condition for being in any State Service Data 141 GEOTEL ICR Alcatel 4400 NEC NEAX 2400 Ericsson ACP100 Work Re
350. umber of errors that occurred for requests to the host system during the half hour interval Timeouts The number of requests to the host system that timed out during the half hour interval go D 3 O t D JJ D jn D D gt O Example 0 0 11 0 0 AspEvtSim Ap001 1 4 97 11 AspEvtSim Ap001 1 4 97 0 Coan eoon 180 Template Reference caltyp01_ status grid Description This template generates a real time grid that shows data on call types in the ICR system Data shown includes the master script in effect for the call type and the number of calls routed for the call type Database Table Call_Type_Real_Time Data Call type The name of the call type A call type is a category of incoming calls Calls are categorized based on dialed number DN caller entered digits CED and calling line ID CLID Master script A name that identifies the routing script in effect for this call type The master script might have several versions A new master script record is created whenever you save a script with a new name Version The version of the script that is currently available for use Calls routed The number of calls of this call type that have been routed either during the current half hour interval Since Half or since midnight Today Error count The number of errors for calls of this type during the current half hour interval either during the current half hour interval
351. uring the interval This value includes hold time associated with the conference calls i Ca 3 O pe 14 JJ O h D MO gt 14 Conference calls percent The percentage of time that the agent spent during the interval on conference calls The percentage includes hold time associated with the conference calls This value is measured against the total time the agent was logged on during the interval Conference calls out The number conference calls the agent initiated Initiated calls include ACD and non ACD calls The value is incremented with the agent drops off the call and the call becomes a simple two party call 162 Template Reference Conference calls out average The average time in seconds that the agent spent in conference on agent initiated calls during the interval This value includes hold time associated with the conference calls Conference calls out percent The percentage of time that the agent spent during the half hour interval on agent initiated conference calls This percentage includes hold time associated with the conference calls This value is measured against the total time the agent was logged on during the interval Example Untitled Agent Call Detail Performance Report By Team 1999 02 03 4 From 1399 02 03 00 00 01 To ff 399 02 03 23 59 01 Agent Team Helpbesk Page 1 of 2 Basn Nans rmm NY OY SD je NT A NT A SO e Moisa SO A DT YA arad i a Benson hase Roge
352. us tic lets ee ea 127 Polos Galb ANGUAG wee ceetcteesscerecccasccaiclaus eta aaah asatiekcodaneauedeeetedasce 127 T2 Agent Data sci a 128 Tals PROS WADICS inia a e E aN 128 T22 AGENT SAUS nia eee es er en a 129 Tea POCALACIIVINY anise i aa a a 129 7 2 4 Agent Performance ccccccssececceeseeeceesseeeceesseeeseseesseaeeeeees 130 7 3 Agent States and Time Allocations cccssssseeeeeeseeeeeeeeneeeeeeeeees 132 7 3 1 ICR Agent State Terminology cccccsccceecsssesseeeeeeeenseeeeeees 134 7 3 2 ICR Agent State Mapping To Peripherals ccccceee 137 TA SOrviCe Dalal receercecassacericen tac aa LS 141 7 4 1 Call Counts 00 cccccecceeccececcceeeessseeeeeecceseaasseeeeeeseeseaasseeeeeeeseeaas 141 7 4 2 Service Level cccceeeeccccceseeeeeeeceeeeececeseeaececeesaaeeeeeeesanseeeeeaas 142 7 4 3 QUEUES AN DeElayYS ccccceesscceeeececceeeassseeeeeeeeeeeasseeeeeesseeeas 144 7 4 4 Agent Time Allocations ccccccseseeecesseeeceesseeecseeseeesseeeeees 145 V o E terpris Dalal sesscniiccecisisccdtsiicetcard sdeacieieesscerdecedcicevessenttecnacevassvseeudetes 145 Lole Enterpise Calculations vvicicicenisiosanecaasionincn a 146 Contents vil 2 7 6 Trunk Group Data ccceeccesscessssssseseneeeeeeeeseseceoeeeessssssseeeeeeeeeseeesaooes 146 T wn 7 7 Network Trunk Group Data cccscsseeseesseeeeeenseeeesseeseenseeseenseeesoaeeees 147 7 6 SCTV
353. vice_Half_ Hour Data Service level The percentage of incoming calls to the peripheral service that were answered within a specified threshold during the half hour interval Average speed of answer ASA The average time that all calls offered to the peripheral service waited before being answered during the half hour interval Average handle time AHT The average handle time for calls handled by agents in the peripheral service for the half hour interval Handle time includes time that agents spend talking on inbound calls Talking In and performing after call work Work Ready and Work Not Ready Average delay in queue The average delay for all calls that were in queue for the peripheral service for the half hour interval Calls offered The total number of incoming calls and internal calls sent to the peripheral service during the half hour interval Calls are counted as offered as soon as they are sent to the peripheral service i Ca 3 O pe 14 JJ O h D MO gt 14 262 Template Reference Calls handled The number of calls answered and finished for the peripheral service during the half hour interval Also provided as a percentage of the total calls offered to the peripheral service during the interval Calls abandoned The number of calls during the half hour interval in which the caller hung up before being connected with an agent Also provided as a percentage of the total calls
354. w at the bottom of the grid totals or averages the data for all the peripheral skill groups listed Database Table Skill_Group_Real_Time Data Agents signed on The number of agents who are currently signed on to the peripheral skill group that is agents who are known to the system but may or may not be ready to accept calls Agents idle The number of agents who are in the Not Ready state that is logged on not involved in a call or after call work and not available to receive a call Agents available The number of agents who are in the Available state that is not occupied with any call activity and ready to accept calls Agents ready The number of agents who are logged on and are either talking on a call or performing after call work but are presumed to be ready to accept calls when done Agents talking in The number of agents talking on inbound calls Agents talking out The number of agents talking on outbound calls Agents talking other The number of agents who are talking on calls other than inbound and outbound calls for example internal calls Agents in wrap up The number of agents who are involved in after call work After call work includes activities such as completing paperwork or consultation work An agent performing after call work is in either the Work Ready or Work Not Ready State Agents in hold The number of agents in the skill group who are in the Hold state that is agents who have all a
355. wise_graph ccccccssseeceeeeeeeeeeeees 265 persvc16_ calls history _GaywiSe QOraph cccccccesseeeeceeseeeseeeeeeeeeees 266 persvc17_calls_ offered half hour cc eeccceeecceecceeeceeceeeeeeseeeeeeeeanes 267 persvc18 gate half hourly Status Qrid ce ceececeeeeeeeeeeeeeeeeeees 268 routesO1 Queue _ Aelay_ Status cceeccccceseeceeceseceeteeeeeeeeeeeeeseaeeeeeas 270 FOUTESO2Z calle SAWS rona 271 routesO3_effect_of aban _on_servicelevel ceccccceeeseeeee esse eeeees 272 routesO4 cCallS trend ANAlYSIS ccccccccccecsecceceeeeceseeeeeeceeeeeesaeeeeeeaas 273 routesO5 calls offered Nalf_ pie ee eecccccceeecceeeeeeceeeeeeeesaeeeeeeeas 274 routesO6_ serv_level_ MONItOr Qraph ccceeccceeececeeeeeeeeesseeeeeseeeeens 275 FOUTES 0 7 NOW TOS Grid ereire rnnga rero ERE ENTER 276 routes11 calls analySiS GAYWISE ccccceeeeccecseeceeceeeeeeeeeeeeeesaaaeeeeeas 278 routes12 calls analysis Nalf_NOul ec ceccccsececseeeeeeeeeeeseeeeesaeeeees 280 rtecli11_status by five MINUTES cee ccccceeeeeeceeeeeeseeeeeeeeeeeeeeeeas 282 SCHIMPON1 NAME time Numbers cc ceeccecceeeeceeceeeeeeceeeeeseeeeeeeeaeees 283 trkgrpO1 alltrUNKDUSY Qrapn ceeccccsseeceeeceseeeeeseeeeeeseeseeesaaeeeeeaeaeess 284 trkgrp02_ Idle _INSErViCE _StatUS c cece ceeeeceeeceeceeeeeceeeeeseeeessaeeessaeees 285 trkgrp03_ trUNKGrOUP StatUS OVI cece ccccee
356. work to report on Network Trunk Groups Peripheral This option allows you to report on Peripheral Agents Peripheral Services Peripheral Skill Groups or Peripheral Trunk Groups Array Select Array to report on Service Arrays A Service Array is a collection of peripheral services across VRUs that share a common network trunk group By Peripheral This option is available only if you choose Agent as the Category It allows you to report on each agent currently logged into one or more selected peripherals By Skill Group This option is available only if you choose Agent as the Category It allows you to report on each agent currently logged into one or more selected skill groups By Team This option is available only if you choose Agent as the Category It allows you to display information about each agent in one or more selected agent teams See also For more information on call center entities such as Network Trunk Groups and Service Arrays see Chapter 1 Overview Specify the Business Entity A business entity is a subset of the ICR enterprise that contains its own scripts enterprise services enterprise skill groups enterprise agent groups and schedules aa By oD O mD WO m o d2 80 Reporting Basics 4 3 2 A business entity may represent a division within a large corporation or a single customer within a service bureau By default the ICR enterprise consists of
357. wrap up The FTE number of agents involved in after call work FTE busy other The FTE number of agents in the Busy Other state that is busy in skill groups other than the one presently being examined An agent can be active in only one skill group at a time Therefore while active in one skill group the agent is considered by the other skill groups to be in the Busy Other state Example FTE for Enterprise Skill Groups By Half Hour From 03 01 97 00 00 To 03 01 97 23 59 Enterprise Skill Group Date i pale l idie J Avail J Talking J wrapup Other _ fre te a a8 3 ae a an orn a a or ee as at f fae f rs oy a e rg on Pe a an rs rs a oo 2 Hak How Summary Seg es ee ee ee a Skil Group Summary 2684 00 749 20 712 02 37677 245 00 0 00 Real Time and Historical Templates 195 entskg09_normalized_agt_state Description This template generates a stacked bar graph that shows the percentage of time that all agents in the enterprise skill group were in specific states during an interval The normalized value is derived from the total time that all agents were logged on during the interval Database Table Skill_Group_Half_Hour Data Available The percentage of time that all agents were in the Available state during the interval Idle The percentage of time that all agents were in the Idle state that is Not Ready during the interval Talking The percentage of t
358. ws NT printer options Note GEOTEL recommends that you use landscape paper orientation to print Monitor ICR reports See Printer Setup in Chapter 4 Reporting Basics for more information on landscape printing 6 1 2 Scheduling Reports to Print You can schedule as many reports to print as you like Before you schedule print jobs make sure that you know the correct directory and report file names For example you might schedule a print job for the QSTAT CMB report which is in the Admin Workstation s custom persvc directory The ICR Job Scheduler starts its search for the report in the custom directory so you need only know the specific custom report subdirectory for example persvc and the report name gt Tostart the ICR Job Scheduler In the GEOTEL Admin Workstation group double click the Job Scheduler icon The ICR Job Scheduler window appears Scheduler ICR Job Scheduler 0 gt o QO gD Q cC J Ke J O O ms T The ICR Job Scheduler displays all jobs that are currently scheduled Some of these jobs may be non ICR jobs that is jobs that were initiated by users and processes other than the ICR Job Scheduler 120 Scheduling Reports The initial window displays several fields of data Frequency Specifies the frequency with which the job will be executed Possible entries include Every Next Today Tomorrow These options are described later in this section
359. xpected D Longest Cal Peripheral Service Date Time Bellevue MidTier 26 Apr 97 00 30 26 Apr 97 _01 00 26 Apr 97 01 30 26 Apr 97 0200 26 Apr 97 02 30 26 Apr 97 127 Seconds ee lc a t3 Adsl TTT HUU 26 Apr 97 26 Apr 97 26 Apr 97 26 Apr 97 asses JLT This is the final presentation mode Title bars and window frames do not appear in this mode To move and resize the components again reselect Shuffle Mode gt JJ D O S gt amp WO D 2 O ep 92 Report 3 Reporting Basics 4 4 4 Working with Several Reports Often you will have more than one report displayed on the screen You can move between reports by clicking on a window to make it active The following example shows a Monitor ICR screen with three reports displayed one of the reports fourcmp cmb is a multiple component report Controller Time FA 1999 01 21 14 39 44 Enterprise Service Calls Trend Analysis Over Last 5 minutes For Current Half Hour For the Da Enterprise Service Offer Answer Aband ServLev Answer Aband ervLev Offer Answer Aband l 174 174 632 100 0 Calls Analysis of Enterprise Services By Day From 08 Jan 97 00 00 To 09 Jan 97 23 59 C as Enterprise Service Date Level ASA AHT Delay Offer Handle Aband MassMarkets 09 Jan 97 I 100 0 g 2
360. y since the end of the last five minute interval Talk time includes time spent in the Talking In Talking Out and Talking Other states Real Time and Historical Templates 207 Service level The percentage of incoming calls to the service array that were answered within a specified threshold Shown since the end of the last five minute interval for the current half hour interval and since midnight Example EA Untitled lolx Service Array Calls Averages and Service Levels Status Now Status over last 5 minutes Service Level Calls Calls Avg na osc nen J Average Service Atra Talking Queued Delay in Queue Offered Handled AHT Talk 5 min 30 min toda E oston _YRU Proactive 40 Ef 04 oaj 240 5 i 210 0 i 100 100 100 Boston_VRU Reaistration 29 q 7 04 0 0 220 7 189 9 100 100 100 Boston_VRU Sales i 42 4 4 A ee EZEBE Boston_VRU Service 41 j d pa oo 354 3648 Oo oA Doe Boston_VRU Support 0 Summary 0 0 292 2 261 6 a a 100 go 4 D 3 O rmp D JJ D j D D gt O 208 Template Reference entsvc11_ calls analysis daywise Description This template generates a historical grid that provides daily totals on calls and service levels for the selected enterprise services This grid also provides a service summary row that averages and totals the data for the individual enterprise s

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