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Avaya Reporting for Call Center User's Manual

1. 3 Cryvtel Reporta ActiveX Varmar Mir Ba o as Pensa Internet Explarer e RS 3 wm WE Company Name Happy Daze Pharmacy Report Title Answered Calls Report RepotPericd 10 Mar 2004 08 00 to 10 Mar 2004 17 59 Repot Created 22 Mar 2004 11 37 Data Timestamp 12 Mar 2004 15 57 Salag 1 3 Veku PP CS AR z aa Se Les Y aya Figure 97 Answered Calls Report For each Skillset the total number of calls is displayed together with a breakdown of the number and percentage of calls that were answered within each of the Answered Time Bins Fora discussion of Time Bins see page 50 This reports shows how long those calls that have been answered by your Call Center waited before they were connected to an Agent Voice calls and Multimedia calls are listed separately and totalled for each Skillset and for the report total Abandoned Call Report Clicking on the Abandoned Call Report button presents you with the Abandoned Calls Report Skillsets page shown below Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports 135 petty lecalhoet zu repart_ pages ngat arpas Abanduend Calls Report Microwelt interest Serer Fie Gi Wm Fewkes Took Hep a Des O x lu mg Pos Wie E MA Address E hip ocebos rece repart_pagenrepertl aap rama hibwrdorved IDC IA port Googie zl E zsschug gt ets loro NORTEL NETWORKS Abandoned Calls Report Picasa
2. Figure 152 Agent Profile Report This report shows the actual figures and durations not averages for different activities that Agents have performed for each log in session for the period of the report Looking at the report above we can see that Alison was signed in for a period of 01 28 in the morning and again for a period of 04 55 in the afternoon For each logged in session the total time is then broken out into Available Time Not Ready Time Break Time Incoming Time and Outgoing Time The number of Outgoing and Incoming calls is also presented We can see that Alison handled 50 Incoming Calls 19 in the morning and 31 in the afternoon She spent a total of 2 18 43 doing so This figure of 50 ties in with the figure of 50 on the Agent Average Report see Page 191 from which we can see that for each of these 50 calls Alison spent an Average of 02 46 talking to the incoming caller Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports Explained 211 Note if you request this report for say Skillset 1 you will receive a report listing all of the Agents who were logged into Skillset 1 including multi Skillset Agents and the report will include all of the activity of those Agents irrespective of the Skillset of the call they handled o D If this was not the case and the report was limited to the Agent activity for the requested Skillset only you would need to run the same repo
3. Address E http localhost rec schedule_pages add_daily_schedule asp SE Links 2 Google 5 Search Web Eh blocked fE autor D ed Options 4 NORTEL NETWORKS Print Schedules Daily Schedules Weekly Schedules Monthly Schedules Real Time Agent Alarms Wallboard Setup Time Bins Setup Reports Add Daily Schedule Reports FP Answered Calls Report I Abandoned Calls Report I Abandoned Calling Line ID Report I Agent Capacity Report I Help Request Report 7 Call Average Report FT Agent Average Report 7 Agent profile Report TT Agent Activity Report 7 Agent Audit Report F Activity Code Report By Skillset I Activity Code Report By Agent FT Activity Code Report By of Pegs I Summary Report F Call Profile Report I Incoming Call Report T Help Request Unanswered Report Schedule Name Print time 07 y Jon y Please select the days for which you wish to have reports generated I Monday I Tuesday F Wednesday F Thursday I Friday I Saturday F Sunday Select printer Nortel Fax Report period start time DI 00 y Report period end time 23 y 59 y Cancel Figure 44 Add Daily Schedule Page zj L Local intranet A The Add Daily Schedule page allows you to specify the which reports you wish to have included in the Schedule which days are to be included in the Schedule and when it is to be printed You may also specify which period of th
4. Figure 29 Skillsets Assigned to User Mary Smith To unassign a Skillset simply highlight it in the Assigned Skillset list and click on the lt to move the highlighted Skillset back to the Unassigned Skillsets list The gt gt and lt lt buttons will assign or unassign all of the Skillsets in a single mouse click Holding down the Control CTRL key and clicking different Skillset names will allow you to highlight and select a selection of the Skillsets in the Unassigned Skillsets list Clicking once on the gt button will then assign those selected Skillsets in one step Likewise holding down the Control key and clicking different Skillset names will allow you to highlight and select a selection of Skillsets in the Assigned Skillsets list Clicking once on the lt button will then unassign those selected Skillsets in one step Reporting for Call Center Set Up and Operations Guide Issue 02 05 Administration 41 When you have assigned the Skillsets you wish this User to have access to click the Submit button You will be returned to the Skillset Assignment page Reporting The Reporting option presents you with the Main Menu page shown below This is the page all regular Users that is non Administrative Users are presented with when they login This option allows an Administrator to use the Nortel Networks Reporting for Call Center as though they were a User to view Real Time screens and to access the Historical Re
5. History The History folder contains links to pages you ve visited for quick access to recently viewed pages Days to keep pages in history 20 gt Figure 1 Internet Properties Window Note If you do not see this window you have clicked on a shortcut to Internet Explorer You must click on the Internet Explorer icon in the Start menu When you see the window shown in Figure 1 click on the Delete Files button The Delete Files dialog shown in Figure 2 will appear Issue 02 05 Reporting for Call Center Set Up and Operations Guide 10 Installation Delete Files A Delete all files in the Temporary Internet Files You can also delete all your offline content stored locally Delete all offline content Figure 2 Delete Files Dialog Select the Delete all offline content option and then click on the OK button You may then click on the OK button to close the Internet Properties window You may now proceed with the installation of Nortel Networks Reporting for Call Center as detailed below Installation prerequisites Before you install Nortel Networks Reporting for Call Center software you must l Be familiar with the Call Center and the Windows operating system used by your Web Host PC Ensure that the Call Center is installed and configured Ensure that the Call Center platform is connected to and is operational on the network to which the Nortel Networks Reporting for Call Center Web H
6. e The Agent Activity Report will list each Agent separately The Agent Audit Report will consider that Call Center Log In ID to be the same person and will show all activity that the Agent with that ID has performed irrespective of the Agent name in the User Admin screens In effect for the same period reporting on the first Agent name will yield the same information as a report on the second Agent name e The Agent Average Report will reference the first Agent name only If both Agent names refer to the same person for example it is the same person but they have taken a new surname because they have married these differences do not matter Issue 02 05 Reporting for Call Center Set Up and Operations Guide 234 Troubleshooting Reporting for Call Center However if the name change is because of an actual change of personnel then it is easier to isolate the activities of the two Agents in the reports if the new A gent is allocated a distinct Call Center Log In ID and the old Log In ID is no longer used Virtual Folders Not Created in Internet Information Services Reporting for Call Center relies upon some Virtual Folders which are created during the installation of Reporting for Call Center on the Web Host PC If these Virtual Folders are ever inadvertently removed or altered or if they are not created during the installation you will see the following error page A The page cannot be found Microsoft Internet Explorer
7. f Maintenance Please confirm new password Company Details Reporting K Local intranet Figure 22 System Administrator details page To change the name of the System Administrator provide a new name in the username field and the current Administrator password in the old password field To change the password provide the new password in the new password field and confirm the password by entering the same password in the confirm new password field You must also provide the old that is the current password in the old password field When you have made the changes you need to click on the Submit button You will be returned to the System Administration Menu page User Admin This option allows you to Add Delete Edit the settings or Reset the password for a User Note A User is not an Agent A user is someone that you wish to have access to the Nortel Networks Reporting for Call Center system in order to monitor Skillsets through the Real Time screens and to be able to obtain Historical Reports on those Skillsets Reporting for Call Center Set Up and Operations Guide Issue 02 05 Administration 33 You do not have to enter all of your Call Center Agents into Nortel Networks Reporting for Call Center although you can if you so wish Typically you would enter Skillset Supervisors and other Management personnel who need to know about the performance of the Call Center Selecting the User Admin
8. zl Bss 15 Barbet Blom O dom 2 NORTEL NETWORKS Edit Parameters Please select the poramatora you wish to hava displayed on your wallboard p fol fs sr jo E pa oT dese Seel E iere Noam 4 Figure 77 Edit Parameters Page The Edit Parameters page allows you to specify which 6 or three if you have specified that the wallboard is going to have a title see Page 104 parameters are going to be displayed on the wallboard The list of available parameters is shown on Page 98 You select the parameters from the drop down menus Note If the wallboard you are specifying parameters for is a hardware wallboard some parameters only appear in positions 3 and 6 The drop down menus for positions 1 2 4 and 5 will not feature those parameters This is because those parameters that are restricted to positions 3 and 6 are capable of displaying up to 4 digits Positions 3 and 6 on the hardware wallboard are larger than positions 1 2 4 and 5 Any parameter can occupy any position on a software wallboard When you have selected your parameters click on the Submit button You will be returned to the Wallboard Setup page To return to the Wallboard Setup page without saving any changes you might have made click the Cancel button You will be asked to confirm that you do not wish to save your changes Issue 02 05 Reporting for Call Center Set Up and Operations Guide 108 Using Reporting for C
9. File Edit View Favorites Tools Help aw OH Back Ca EN E A ya Search Sv Favorites a Media 2 y E 7 kel 3 Address E http flocalhost rcc main login asp j J Go Links Google Ei Search Web GB Gheblocked Zon EJ Options 4 The page cannot be found The page you are looking for might have been removed had its name changed or is temporarily unavailable Please try the following If you typed the page address in the Address bar make sure that it is spelled correctly Open the localhost home page and then look for links to the information you want Click the Back button to try another link HTTP 404 File not found Internet Information Services Technical Information for support personnel e More information Microsoft Support l Done k Local intranet Figure 169 Page Cannot Be Displayed Error Message If you see this please try the following steps 1 Click Start Run and enter the pathway to the file called Create bat in the RunOnce folder The RunOnce folder is in the Reporting for Call Center folder If you installed Reporting for Call Center in the default location the path to this file will be Program Reporting for Call Center Set Up and Operations Guide Issue 02 05 Troubleshooting Reporting for Call Center 235 Files Nortel Networks Reporting for Call Center RunOnce Create bat on the drive on which you installed Reporting for Call Center 2 When you have located this file
10. 05 Introduction 17 InstallShield Wizard E Customer Information Please enter pour information User Name Company Name Install this application for H Anyone who uses this computer all users Y Only for me David McKay Iesse Figure 8 Customer Information Dialog If you clicked the Yes button in the License Agreement dialog shown in Figure 4 you will be presented with the dialog shown in Figure 8 This is the Customer Information dialog Enter your user name in the User Name field Enter the Company Name in the Company Name field When you have entered these fields the Next button will become available Until you have entered these fields the Next button is greyed out To proceed with the installation click the Next button To cancel the installation click on the Cancel button To return to the License Agreement dialog click on the Back button Issue 02 05 Reporting for Call Center Set Up and Operations Guide 18 Installation InstallShield Wizard Choose Destination Location Select folder where setup will install files Setup will install Reporting for Call Center in the following folder To install to this folder click Next To install to a different folder click Browse and select another folder ation Folder InstallShield Figure 9 Choose Destination Location If you clicked the Next button in the Customer Information dialog shown in Figure 8 you will be presented w
11. 05 Reporting for Call Center Set Up and Operations Guide 84 Using Reporting for Call Center 3 http localhost rcc realtime_pages realtime_skillset asp Microsoft Internet Explorer loj xj Fie Edt View Favorites Tools Help E SE Dear Porra Gee OC BR 13 Osch gt D gt x 12 D seach Y Favortes meda Ze 3 Address E http flocalhost rcc realtime_pages realtime_skillset asp Go Links a Google Y fo search web g Ei za blocked El autori EJ Ed options 4 N RTEL NETWORKS Real Time Summary Print Schedules Please select the Skillsets you wish to view in Real Time from the list below Real Time Skillset Names Real Time Summary Real Time Detail Development Agent Alarms e Training Wallboard Setup Time Bins Setup Reports Select All Call Summary Seat Favourite Favourites Dev amp Train Delete Select Figure 64 Real Time Summary Skillset Selection Page e Fora discussion of using Skillset Selection lists see page 60 e Fora discussion on using Favourites see page 61 Our example User Mary Smith has used her Dev amp Train Favourite to highlight and select the Development and Training Skillsets Clicking on the Call Summary button presents you with the Summary Real Time page shown below Reporting for Call Center Set Up and Operations Guide Issue 02 05 Using Reporting For Call Center 85 petty Ier ahest rr realtone pages r
12. But note that if other Skillsets are selected and you click on a Skillset name you will unselect all of the other Skillsets and you will select the Skillset you clicked on Clicking with the Control key CTRL pressed will allow you to select and highlight multiple Skillsets Clicking a Skillset with a Shift key held down will highlight all of the Skillsets between position of the currently highlighted Skillset and the Skillset you clicked on The Select All button can be used to select and highlight all of the Skillsets at once Adding Selections to the Favourites List If there are collections of the assigned Skillset which you will frequently need to review the Daily Schedules for you can add the selection of Skillsets to the Favourites list This will mean that instead of having to select and highlight a particular collection of Skillsets each time you wish to use them you can just click the Select button beside appropriate Favourite and the collection of Skillsets will be highlighted for you at once To add a Favourite to the Favourite List highlight the Skillsets you wish to include in the Favourite and then click the Create Favourite button You will be presented with the Save Favourites page shown below Issue 02 05 Reporting for Call Center Set Up and Operations Guide 62 Using Reporting for Call Center 3 http localhost rcec schedule_pages save_favourites asp returnPage get_schedule_skillsets aspks Microsoft
13. Mm wes P NORTEL CRTE Rks as Company Name Happy Daze Pharmacy Report Tite Help Request Report Report Period 01 Mar 2004 08 00 to 21 Mar 2004 17 69 Report Created 21 Mar 2004 22 10 Data Timestamp 19 Mar2004 10 56 Seperseer 10 Sepaea Fame Tine Dain CLD Saa o Agen Pame 2 Amt 1832 TIU ny Agoni 1216 12012004 217 Agenti ATO 9 1754 1410112004 BR Agent 142 MECH az 9 1202 140012004 E Agent 1506 1512004 217 1445 1401 2004 a7 Agent bet A be A be A bet A bf A Se St ESLA 1202 140112004 a7 Agent 1508 152004 at AJ 14a 154012008 D Agent 120 Tamang 217 AJ Figure 149 Help Request Report The Call Center Supervisory Help feature is intended for emergency conditions when an Agent is on a call and urgently requires the help of a Supervisor without alerting the caller that a supervisor is being called in Itis not intended for routine consultations or when the Agent is not on a Call Center call However new Agents to your Call Center will most likely use the Help feature more frequently during their initial acclimatisation period This report can be used to monitor the progress of new Agents because as time goes by they should make fewer Help requests It can also be used to determine if a particular customer has complex or troublesome requirements As the Calling Line ID where known is displayed for each Help Request any difficult customers can be spotted Ifa
14. The Call Profile Report see Page 222 will also indicate where the peaks of the Abandoned Calls fall throughout the day but the Abandoned Calling Line ID report will also tell you who abandoned Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports Explained 203 Agent Capacity Report Y Cryvtel Reporte ActiveX Var lx a o d E HEEN a Pwa wm TA Compary Mame Happy Daze Pharmacy roant Internet Cxplerer Repon Tite Agent Capacity Report Repon Pe od 10 Mar 2004 08 00 to 10 Mar 2004 17 39 Repat Crested 20 Mar 2004 13 06 Data Timestamp 12 Mar 2004 16 67 Shallsets 1 3 Meriter of irstasoes when h ayes eg aaiae te asirar af kruet Teta ome ser Athose sell Gaede Gal instances Tm 260 Tata 064343 mp ORAZ 0 000000 Figure 148 Agent Capacity Report The Agent Capacity Report shows how often and for how long the Call Center was working at 1ts maximum Agent capacity It shows the number of times that there were no Agents available to take a call because they were already on a call on an Outgoing Call Not Ready etc and it also shows the total duration of all of these periods That is it details the instances and the duration of those instances when all Agents were occupied simultaneously with something which prevented them being presented with an incoming Call Center call The Agent Capacity Report does not count instances when there were no Agents signed in it only concerns itself w
15. This is the page you will be presented with for all future logins E http localhost rcc main main_index asp Microsoft Internet Explorer File Edit View Favorites Tools Help Q sex S O x E Le Search Se Favorites media La A ds Address El http localhost rcc main main_index asp Main Menu Print Schedules Welcome Mary From this screen you can navigate to the various areas of Reporting for Call Real Time Center Agent Alarms Help is available within each section from the help tab at the top of screen and you may log out at any time by pressing the log out button Wallboard Setup Time Bins Setup Reports Kl Local intranet Figure 38 User Main Menu Page This is the Main Menu for all regular non Administrator Users Note that the word Administrator is not displayed on the right hand end of the blue bar at the top of each page Also note that Nortel Networks Reporting for Call Center recognises who has just logged in and it greets them accordingly In our example shown above User Mary Smith has logged in and the page displays the message Welcome Mary The options that are available to Users are displayed on the left hand side of the Main Menu page Issue 02 05 Reporting for Call Center Set Up and Operations Guide 50 Using Reporting for Call Center Time Bins Setup This option allows you to specify the settings for the Answer and Abandon Time Bins for the Skillset
16. all of the Agents who were logged into Skillset 1 including multi Skillset Agents and the report will include all of the activity of those Agents irrespective of the O Skillset of the call they handled If this was not the case and the report was limited to the Agent activity for the requested Skillset only you would need to run the same report for each Skillset that each of the multi Skillset Agents was logged into to see a full picture of their activity Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports Explained 213 Agent Audit Report A a AI x salm rif Te A wm C Company Name Happy Daze Pharmacy Report Tite Agent Audit Report Report Period 10 Mar 2004 05 00 to 10 Mar 2004 17 59 Report Created 20 Mar 2004 14 50 Data Timestamp 12 Mar 2004 15 57 Sl llcets 1 Apem D fant Meme 1 Alison Tiin ad Do a Mc 10 Nar 2004 09 30 51 Aende Are 10 Mar 2004 093053 Not Poaie 10 Mar2004 043634 Available tre 10 Nar 2004 09 38 37 incoming Cal 10 Mar 2004 0954573 Break Time 10 Mar 2004 093043 Available tre 10Nar20s MNOS Break Tera 10 Mar 2004 mun a Inorg Cat 10 Nar 2004 09 00 53 Aemishle dre 10 Mar 2004 01 17 Ieongeg Cal 10 Nar 2004 09 06 35 Break Tine 10 Mar 2004 09 06 40 Srenbpte tire 10 Mar 2004 000641 Not Ready 10 Mar 2004 20746 TS 10 Nar 2004 09 07 50 Incorrng Cat 10 Mar 2004 0311 32 Break Tine 10 Mar2004 04 11 47 Aralan he 10 Mar 2004 Mass inconaiy Cal 10 Mer IMs MA RA reek Ti
17. double click on it to launch it You will see a Command Prompt window DOS Window open and then close 3 Try accessing the http localhost rcc main login asp page one more Accessing Networked Printers From the Web Host PC In order for the Web Host PC to contact and utilize network printers you must have a User logged into Windows on the Web Host PC This means that if you wish to run Scheduled Prints out of hours you must have a User logged in to the Web Host PC Multiple Network Cards in the Web Host PC or an Agent PC Running Nortel Networks Reporting for Call Center is not supported on Web Host PC that has more than one network interface card installed Currently there is no way to select which network card the Web Host PC Wallboard Driver binds to Ifthe wallboard driver binds to the wrong network card 1t will not be able to drive your wallboards and or ipView SoftBoards The workaround is to restart the Web Host PC until the wallboard driver binds to the correct network card and then do not power off your Web Host PC Currently there is no way to select which network card the pView SoftBoard binds to If the ipView SoftBoard binds to the wrong network card it will not be able to receive data from the Web Host PC The workaround is to close down and re start pView until it binds to the desired network card Note If you right click on the ipView icon in the system tray and select About ipView the About window will
18. for all Skillsets into which they were signed during the report period If this was not the case and the report was limited to the Agent activity for the requested Skillset only you would need to run the same report for each Skillset that each of the Multi Skillset Agents was logged into to see a full picture of their activity Issue 02 05 Reporting for Call Center Set Up and Operations Guide 140 Reports Note that the report is agent based not Skillset based This means that when you request a report on a Skillset the report will include all ofthe Agents who were logged into that Skillset during the requested period For Multi Skillset Agents the report will include all of the activity of the Multi Skillset Agents for all Skillsets into which they were signed during the report period If this was not the case and the report was limited to the Agent activity for the requested Skillset only you would need to run the same report for each Skillset that each of the Multi Skillset Agents was logged into to see a full picture of their activity The From Date specifies the first date you wish to have included in the report Information from days before the From Date will not be included in the report The From Time specifies the time on the From Date from which you wish to have data included in the report Information from times before the From Time on the From Date will not be included in the report The To Date specifies the last da
19. together with the details of the Help requests they answered Supervisor ID Indicates the Call Center ID of the Supervisor who answered the Help Request Supervisor Name Indicates the name of the Supervisor who answered the Help Request Time Indicates the time at which the Help Request was answered Date Indicates the date on which the Help Request was answered CLID Indicates the CLID of the incoming call on which the Agent who made the Help Request was active at the time they made the Help Request Issue 02 05 Reporting for Call Center Set Up and Operations Guide 144 Reports Agent ID Indicates the Call Center ID of the Agent who made the Help Request Agent Name Indicates the name of the Agent who made the Help Request Call Average Report Clicking on the Call Average Report button presents you with the Call Average Report Skillsets page shown below AAA ms GR Wm Trape Ip mb Ei Deo O 012 20 500 yrs green ie MA Address 82 itp ocabce ince repart_pagenrepertt aspirar Cal Zar sde dc D r Googie Al serch gh res Je report_pages repartt avp sama Call Srerzapm Report Misrueslt deberse Fetter Call Average Report Picasa salact a period then a Shica 10 repan on From date 30 7 Now 12003 From time 0 00 To date 30 2 Nov 2005 To time 25 2 59 Favosites Dakta j Sek Figure 106 Call Average Report Skillset page This page allows you to s
20. 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 Figure 52 Calendar for September 2003 To set a name for your Schedule type the name in the Schedule Name field This is to help you identify and distinguish between the different Schedules you create The Report Period Start Time and Report Period End Time dictate the period within each day for which the reports are generated For example if your Call Center has a working day that starts at 08 30 and finishes at 17 30 you may wish to specify the Start Time as 08 00 to see if you have early calls that you are missing by not having the Call Center open and 18 00 to see if there is a late surge of calls To specify which printer the reports will be generated on select one of the options from the Select printer drop down menu This drop down menu will list all of the printers which are accessible from the Web Host PC The reports are generated from the databases held in the Web Host PC Our example User Mary Smith has configured her Weekly Schedule as shown below Reporting for Call Center Set Up and Operations Guide Issue 02 05 Using Reporting For Call Center 69 e http localhost rcc schedule_pages add_weekly schedule asp Microsoft Internet Explorer 3 JA Dj xj File Edit view Favorites Tools Help ay Qua 52 4 x E SNE rang A reds E A 7 3 Address E http flocalhost rec schedule_pagesfadd_weekly_schedule asp SE Links 2 Google zl E
21. 59 00 Report Created 30 Nov 2003 15 34 49 Data Timestamp 25 Nov 2003 10 24 53 Skillsets 1 3 4 Figure 91 Example Report Header Report Viewer Toolbar When reports have been generated on screen they are displayed within the report viewer window The report viewer has a toolbar shown below The toolbar allows you to e Print the report e Export the report e Specify the magnification of the report on screen e Navigate through the report if there are more than one page in the report Issue 02 05 Reporting for Call Center Set Up and Operations Guide 128 Reports x E amp f100 lq 4 1 ofi KN dh Preview Figure 92 Report Viewer Toolbar Note The Preview Tab is a label informing you that you are viewing a print preview of the report It is not a button Clicking on it will have no action It is purely descriptive Printing a Report Clicking on the printer icon opens the printer window shown below TO 8 2x General m Select Printer LA 1 9 JA LA el e CS sus Bi Add Printer Canon hp deskjet HP DeskJet HP Mobile IRSO00 60 6122 series 840C 841C Printing Fa A Status Ready Preferences Location EE Find Printer Page Range GG All Number of copies fi ER Selection Cunent Page C Panes eel Cancel Figure 93 Report Printer Selection Window This window allows you to select a printer from the list of available printers This is the pri
22. 8420 8430 zl Real Time Y Abandoned Calling Line ID Report Report period start time I Agent Capacity Report oo 00 y Agent Alarms I Help Request Report Report period end time Wallboard Setup M Call Average Report 23 7 59 y i I Agent Average Report paid I Agent profile Report _Cancel Reports TT Agent Activity Report 7 Agent Audit Report F Activity Code Report By Skillset I Activity Code Report By Agent I Activity Code Report By of Pegs I Summary Report F Call Profile Report I Incoming Call Report I Help Request Unanswered Report Schedule Name MonthlyCalls Print time os 30 S EJ Done II A Sd Local intranet A Figure 62 Edit Monthly Schedule Page This page operates exactly like the Add Monthly Schedule page except the data fields and check boxes are already populated with the settings of the Schedule you are editing To save any changes to the Monthly Schedule click on the Submit button You will be returned to the Your Monthly Schedules page To leave the Edit Monthly Schedule page without saving any changes you might have made click on the Cancel button Issue 02 05 Reporting for Call Center Set Up and Operations Guide 82 Using Reporting for Call Center You will be returned to the Your Monthly Schedules page Delete Clicking on the Delete button will remove the Schedule from the system entirely and will remove its listing from the Your Monthly Schedules page Yo
23. A necia e s W sl 3 Address E http flocalhost rcc realtime_pages realtime_system asp Go Links a Google y fo search web 0 Ei za blocked E autori EJ Ed options 4 N RTEL NETWORKS Real Time Detail Print Schedules Please select the Skillsets you wish to view in Real Time from the list below Real Time Skillset Names Real Time Summary Real Time Detail Development Agent Alarms o Training Wallboard Setup Time Bins Setup Reports Select All Call Detail Agent Detail Create Favourite Favourites Dev amp Train Delete Select Figure 66 Real Time Detail Skillset Selection Page Call Detail The Call Detail Real Time screen presents a detailed display of the status of waiting calls together with some statistics relating to completed calls These statistics will update in real time The Call Detail Real Time screen displays a separate line of information for Multimedia Calls and for Voice PSTN Calls and a total for both types of calls Issue 02 05 Reporting for Call Center Set Up and Operations Guide 90 Using Reporting for Call Center Y att usage rer maltime _pages realbime_embedded_system Zelt 3 Merari Internet Explerer me ek wm Frakes Toos Hep de GE 9 1 BID AAA SCH ES Eed E hip Aa gfnttrecdreai pe pegan radares gedd Augen cake carp rr bit le Googe AS Y Ei nackt Dun gt Call Detail EE WEE Enawared SN Mailbo
24. Agent Activity Report Clicking on the Agent Activity Report button presents you with the Agent Activity Report Skillsets page shown below Issue 02 05 Reporting for Call Center Set Up and Operations Guide 154 Reports Fis Sot Wen Teacher Toca Hep Q gt amp x 2 Le jp math Le raveetae W I ice E d Ze de BR kel 3 Aa e ho locabos rocher LD tEzhegot P r el AM RV EDO Coogies fens O Bowen 1 Bes 2 Agent Activity Report Prim Schedules Please salact a parad and the Shilsets to rapan on All aganta who have logged into that Shilsat wil be reported en Information fom al of the Shilsets that Nuti Shilset nta med mo wil be included foal Tita g duecht tell Agent Meng From date 31 Y Mar 2004 From time 00 Y 00 To date 31 4 Me e DH e ege FY BD v Walboard Samp Favourites Time Bins Setup Laais Reports Salag Al Create Favouiie Submit Cancal Figure 112 Agent Activity Report Skillsets page This page allows you to select the Skillsets you wish to have included in the report and to specify the time period you wish the report to cover The time period is specified by providing a From Date and From Time and a To Date and a To Time Note that the report is agent based not Skillset based This means that when you request a report on a Skillset the report will include all ofthe Agents who were logged into that Skillset during the requested period For Multi Skillset Agents the repo
25. Agent Selection page with No Agents Available cceeeeccsseeeceessteecseeseceeeeeceaecaeeecsaecaeesecaeseecneeeceaeeaeaeens 159 Figure l7 AgentAudit Reporte gege EES 160 Figure 118 Activity Code Report By Skillset Skillset page 0 ececsesecsesceseeecesecseeseceeeceaeeecaecaesseeaeceeesecaeseeeneeeeeaeeeeeaeees 161 Figure 119 Select Activity Code par iia 162 Figure 120 Select Activity Codes page No Activity Codes cono co nono nro n nro nn cn nn nn ron nrannranninnnins 163 Figure 121 Activity Code Report by Klm Eege dE ENEE mere 164 Figure 122 Activity Code Report By Agent Skillset page 165 Figure 123 Select Activity Code rate ea 166 Figure 124 Select Activity Codes page No Activity Codes nro norononnn cnn nro nn cn nrnnnronnrnnnrnnninnninss 167 Figure 125 Agent Activity Code Report by Agent EEN 168 Figure 126 Activity Code Report By of Pegs Skillset page oooonoonncninnononononooononcnonnconnconnconoco nono non nn cn nn cn nnnnnronnrannrnn narnia 169 Figure 127 Select Activity Code page sais 170 Figure 128 Select Activity Codes page No Activity Codes nono cono corno nn rn nn corn nn ran nrannranninnnins 171 Figure 129 Agent Activity Code Report by Number of Pegs ccccccsscsscssesecesesseesecseeseceaeeeceaecasescaeceessecaesercneeeeeeaeeaeeaeens 172 Figure 130 Summary Report Skillset page iii 173 Ex Summary A ec 174 Figure 132 Summiary Report A a 177 Figure 133 Call Profile report Skillset Selection page cc
26. Alarm Menu Pati A oa 95 Figure 70 Agent Alarms Setup Paria aa Sota 96 Figure 7 1 Agent Alarms Valles Paria A eae ay 97 Figure 72 Wallboard Ment Parc A EE 101 Figure 73 Wallboard Assignment Page 102 Figure 74 Add Wallboard Page gege EE EE CES ee RE RR 103 Figure 75 Wallboard Setup Page with Wallboard Listed 0 eee seeecsseesceseeeceseseeeeceaecseesecaeveecnaseeceaeceeesecaeesaeeeeeaecaeeeeeneees 105 Figure 76 Edit wallboard Pare a os 106 Figure 7 Edit Parameters Dari ia de iia Ds 107 Figure 78 Assigned Messages Parr a ps 108 Figure 19 Add Message Page A ios 109 Figure 80 Add Message Page Example Test 110 Figure 81 Assigned Messages List Example Messages ccsccesceeseesseeeeeseeeseeececaeeeaeeeeeeseeeseessecnaeeaeeaeceaeeeaeeeseenseereees 111 Figur g2 Assigned Alarms Parr on 112 Figure 83 Add Alarm Par A a a N 113 Figure 84 Example Settings for a Multi Alarm Period Alamm cececescsseeccesessseeceseceeesecaevsecnaeecceaeceeesecaeceaeceeeaesaeeeeeneees 116 Figur 85 Assigned Schedules Patri O E E EEEE EE E e or 118 igure 86 Add Schedule Par e es do o aenea a 119 Figure 87 Assigned Schedules Page with Schedule Added A 120 Fig re 88 Edit Schedule Paren ai 121 Figure 89 Instant Messages Pave ot tel ial GS eee eka marae a E A eao aE 122 Figure 90 Composing an Instant lee ege iria 123 Figure 9 Example Reports Deals shove los ea aul ogy che 127 Figure 92 Report Viewer Dos gh Ot 128 Figure 93 Report Brinter S
27. Center Unstaffed Calls Indicates the number of calls that were presented to the Skillset in the periods when there no Agent logged in Separate figures are presented for voice calls and Multimedia Calls calls conducted through the use of Nortel Networks Call Multimedia Center lt P Indicates the number of calls that were answered before the Primary Alert Threshold Mutually exclusive to gt P and gt S Separate figures are presented for voice calls and Multimedia Calls calls conducted through the use of Nortel Networks Call Multimedia Center gt P Indicates the number of calls that were answered after the Primary Alert Threshold but before the Secondary Alert Threshold Mutually exclusive to lt P and gt S Separate figures are presented for voice calls and Multimedia Calls calls conducted through the use of Nortel Networks Call Multimedia Center gt S Indicates the number of calls that were answered after the Secondary Alert Threshold Mutually exclusive to lt P and gt P Separate figures are presented for voice calls and Multimedia Calls calls conducted through the use of Nortel Networks Call Multimedia Center GOS Indicates the grade of service that was offered to the incoming callers for the period of the report Separate figures are presented for voice calls and Multimedia Calls calls conducted through the use of Nortel Networks Call Multimedia Center Incoming Call Report Graph On the last page of the
28. Center platform You must have Administrator s rights for the installation to be successful If you do not have Administrator s rights for the PC on which you wish to install e Nortel Networks Reporting for Call Center the installation will be halted and you will be requested to log out and log back in with Administrator s rights Installing Nortel Networks Reporting for Call Center software By default Nortel Networks Reporting for Call Center software creates a folder called Program Files Nortel Networks Nortel Networks Reporting for Call Center on the installation drive of the Web Host PC This folder contains the application files used by Nortel Networks Reporting for Call Center It also contains the Nortel Networks Reporting for Call Center configuration and statistical database Note Before Nortel Networks Reporting for Call Center will operate correctly you must enable the Call Center Reporting Software Keycode For Software Keycode information refer to the Software Keycode Installation Guide TCP IP Protocol The Call Center platform and Nortel Networks Reporting for Call Center use the industry standard TCP IP protocol for communication between the Call Center and the Nortel Networks Reporting for Call Center Web Host PC This means the Windows Network component is required for the Nortel Networks Reporting for Call Center Web Host PC The Nortel Networks Reporting for Call Center installation process does n
29. Mailbox which have not be listened to If there are any messages which have not been listened to the cell background will be red GOS Indicates the grade of service currently being offered to incoming callers Issue 02 05 Reporting for Call Center Set Up and Operations Guide 88 Using Reporting for Call Center Skillset Mode Indicates whether the mode of operation of the Skillset Hiding the Real Time Panels Hide Agent Summary Above the Agent Summary panel is a link Hide Agent Summary Clicking this removes the Agent Summary Panel and leaves the Call Summary Panel on view The link will change to Show Agent Summary Clicking on this link will restore the Agent Summary Panel to the Real Time screen Hide Skillset Call Summary Above the Call Summary panel is a link Hide Call Summary Clicking this removes the Call Summary Panel and leaves the Agent Summary Panel on view The link will change to Show Call Summary Clicking on this link will restore the Call Summary Panel to the Real Time screen Real Time Detail This page allows you to specify which Skillsets you wish to include within the Real Time display Reporting for Call Center Set Up and Operations Guide Issue 02 05 Using Reporting For Call Center 89 A http localhost rcc realtime_pages realtime_system asp Microsoft Internet Explorer loj xj Fie Edt view Favorites Tools Help E Q y 7 x a search e Favorites
30. Networks Reporting for Call Center System Software The software that sends data to Nortel Networks Reporting for Call Center is integral to Nortel Networks Call Center Nortel Networks Reporting for Call Center software on the Web Host PC communicates directly to the Call Center to request Call Center Historical Report statistical data and Real Time data Other Users on different PCs simply point their Internet Explorer browsers to the Nortel Networks Reporting for Call Center Web Pages on the Web Host PC to access the Real Time and Historical Report data No other PC apart from the Web Host PC needs to communication with the Call Center One PC on your network should be nominated as the Web Host PC Only install the Nortel Networks Reporting for Call Center application software onto H this single PC All other PCs on your network from which Users wish to access the Real Time screens Historical Reports or the Nortel Networks Reporting for Call Center user interface must be equipped with Internet Explorer No other software is required on these PCs PC Requirements The minimum requirements of the PC required to operate as the Nortel Networks Reporting for Call Center Web Host PC are listed below Minimum PC Specifications IBM Compatible PC Microprocessor Intel Pentium III or equivalent minimum Intel Pentium IV or equivalent recommended Microprocessor Speed 400 MHz minimum 1 0 GHz reco
31. Profile Report this is shown below Issue 02 05 Reporting for Call Center Set Up and Operations Guide 182 Reports Y crystel Reporta ActiveX Varmar Ft rennt Internet Explarer aJa xa a indie vrai Para Preseeied Cel Sumber Werner Faxuri ly Anand Ey Answered Ey Ansa ty Anawewd fy Caix Hetng 005 Cest Cale Anxwmered Abesdened Agente Vora Operster Overfow Sus Agent de hordas LI Rir Report Time Friede Thare hasbeen na actety for shika Training Presented Answered and Abandoned Calls pes D rd z Figure 135 Call Profile Report Graph The graph indicates the number of Call Center calls that were Presented Answered and Abandoned for each time slot across the period of the report Incoming Call Report Clicking on the Incoming Call Report button presents you with the Incoming Call Report Skillsets page shown below Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports 183 3 bttp j lecdhost rrr report_pager rpart tas name Incersng Call Hegurt Mierueslt Sebereet Gee Pia Edt Ren Feste Teoh Heb gt Ge 9 20 1 A O Adress 2 Hip locebos ce report _pegenreport 17 epirara troring D T enoet Googie zl Gaerne g res lor NEORTEL NETWORKS Incoming Call Report Picasa select a period then a Shica to regar on From date 06 gt Dec 2003 From timo 00 00 To date 057 0 007 Toime 23318 E Faveowtites M
32. Pur Mo Company Name Happy Daze Pharmacy Report Title Unanswered Help Request Report Report Period 01 Mar 2004 08 00 to 21 Mar 2004 17 59 Report Created 21 Mar 2004 22 05 Data Timestamp 19 Mar 2004 10 55 Figure 140 Unanswered Help Request Report Agent ID Indicates the Agent Log In ID as specified in Call Center Agent Name Indicates the Agent Name as specified within Call Center Time Indicates the time the help request was made Date Indicates the date when the help request was made CLID Calling Line ID of the call the Agent was handling at the time of the help request Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports 191 Agent Average Report by Agent Clicking on the Agent Average Report by Agent button presents you with the Agent Average Report by Agent Skillsets page shown below F Nortel Networks Reporting for Call Centre Mecrosoft Internet Explorer Sot Wea Paradas Toc rie Q O HAG Pues iren Que O 8 4 O3 DE Si hinne ECK t DEET UE asp Dr tt AA ET E A t o er i Google WE zech is GD Ea awtocted fs KRltetecn 4 Agent Average Report By Agent Please select a penod and a Skillset to report on All agents who have Prim Schedules logged mio that Skillset ml be reported op Information fom al of the Skitsets thst Muli Skilset Agents logged into wil be inchided RealTime From date 103 Aug 12004 Freen gene W 00 To date 0
33. Schedule is specific to a single Skillset Select the Skillset you wish to assign the Schedule to from the Wallboard Skillset drop down menu Note If you configure a Schedule to be a System Schedule that Schedule will be displayed on all wallboards which have been configured as System wallboards Note You may specify the same Schedule settings for different Skillsets and these different Schedules may use the same Schedule message but they are in fact all separate and distinct Schedules and they have to be created separately You may set a Schedule to operate on a specific week day every day from Monday to Friday every day from Monday to Saturday or Daily every day Issue 02 05 Reporting for Call Center Set Up and Operations Guide 120 Using Reporting for Call Center Our example User Mary Smith has created a schedule which will operate on each day of the working week Monday to Friday The time the Schedule is to be triggered is specified using the 24 hour clock and the time is set by selecting hours and minutes from the drop down menus The message which is to be sent at the specified time on the specified range of days is selected from the drop down message menu which lists the messages which have been assigned to this Skillset Mary Smith wants the message Morning Shift Log Out Afternoon Shift Log In to be sent to the Skillset 3 wallboards at 13 00 each day of her working week which runs from Monday to Friday Wh
34. Schedule you are editing To save any changes to the weekly Schedule click on the Submit button You will be returned to the Your Weekly Schedules page To leave the Edit Weekly Schedule page without saving any changes you might have made click on the Cancel button Issue 02 05 Reporting for Call Center Set Up and Operations Guide 74 Using Reporting for Call Center You will be returned to the Your Weekly Schedules page Delete Clicking on the Delete button will remove the Schedule from the system entirely and will remove its listing from the Your Weekly Schedules page You will be asked to confirm the deletion and you will be returned to the Your Weekly Schedules page Monthly Schedules Selecting the Monthly Schedules option presents you with the Your Monthly Schedules page shown below Initially this will be empty 3 http localhost rcc schedule_pages monthly_schedules asp Microsoft Internet Explorer File Edt View Favorites Tools Help ay Osch x 12 Le Search rang S nea B A 2 y 3 Address httpijflocalhostjrcc schedule_pagesjmonthly schedules asp Eso me gt Google y f seachweb g3 Qu7bloced Flavor EJ Pd Options 4 NORTEL NETWORKS Your Monthly Schedules Print Schedules Your monthly print schedules appear below help is available by clicking the Daily Schedules help button above Weekly Schedules Moning Schedules You do not have
35. TCP IP appears on the list of installed network components If TCP IP is not on the list click Add to install this protocol using the Windows installation instructions or refer to your network administrator Installing Nortel Networks Reporting for Call Center For a Business Communications Manager Installation Exit any Windows programs that are running Start your internet Browser such as Internet Explorer or Netscape and use it to connect to the Business Communications Manager Do this by entering into the browser Address Bar the IP Address of the Business Communications Manager in the following format https 10 10 10 1 Remember to substitute the IP Address of your Business Communications Manager for the 10 10 10 1 shown in the example above Nortel Networks Unified Manager page will appear in the browser Click on the Install Clients link The Install Clients page will appear in the browser Click on the Nortel Networks Reporting for Call Center link Information on the Nortel Networks Reporting for Call Center application will appear in the browser window You may need to scroll down through the page to see the button which install the application Click on the Nortel Networks Reporting for Call Center button A dialog will appear from which you can select to either Run this program from its current location or Save this program to disk The default option is Save this program to disk Click on OK The dialog box sho
36. abezu wabbourt_peges ed _scheduleaep skilivete 0 3 1 9 fexScherhadeld 1 Merneslt interest Expire J ne Cp Wm Fawkes Tos He a Om O ei Si ly 7 rs rs EA Address L hitp locelhoet ce Mualibawd_peger ectt_schackie prada 2003 7925 haridelD o Googie AS ei Er hosted Girne Edit Schedule Phase input the deals afthe schedule below Day Mon Fri Tira fia 00 Massage Moming Shit Log Out Atamon Shi Log In al L t Canos a O A i Figure 88 Edit Schedule Page When you have edited the Schedule click on the Submit button to save it You will be returned to the Assigned Schedules page To leave the Edit Schedules page without saving any edits you might have made click the Cancel button You will then be returned to the Assigned Schedules page Issue 02 05 Reporting for Call Center Set Up and Operations Guide 122 Using Reporting for Call Center Instant Messages Instant messages allow Users to manually select any one of the stored wallboard messages and to dispatch it to the wallboards at will Users may also type in any text hand have it sent to the wallboards for one off requirements These messages are dispatched to the wallboards and then discarded they are not saved If you wish to save a message use the Wallboard Message options on Page 108 to add the message to the list of stored messages Selecting the Instant Messages option presents you with t
37. activity for the requested Skillset only you would need to run the same report for each Skillset that each of the multi Skillset Agents was logged into to see a full picture of their activity Voice and Multimedia Calls Nortel Networks Reporting for Call Center reports on both normal voice calls and calls conducted through the use of Nortel Networks Multimedia Call Center Direct and Indirect Calls From the point of view of any given Skillset Direct Calls are calls that were presented directly to that Skillset That is the incoming caller was handled by the Call Routing and was presented by the Call Routing directly to the Skillset in question Indirect Calls arrived in the Skillset in some other way such as overflowing from another Skillset or being manually transferred to the Skillset queue by an Agent from another Skillset Issue 02 05 Reporting for Call Center Set Up and Operations Guide 126 Reports That is any way a Call can arrive into a Skillset other than being a regular Call Center Call presented Directly to the Skillset as described above is counted as an Indirect Call Whether the call overflowed to the Skillset in question or was moved to this Skillset by the Move to Queue Call Routing step or whether it was manually transferred to the Skillset Control Dn it is counted as an Indirect Call The total of the Direct calls is the number of calls that rang into the Skillset how many callers they had T
38. after the To Date will not be included in the report The To Time specifies the time on the To Date after which data will not be included in the report Information from times after the To Time on the To Date will not be included in the report Drop down menus allow you to choose dates and time values Note You can only select a single Skillet to be included in this report The report will include all Agents who have signed into the selected Skillset during the requested time period However the report will include ALL of the information for those Agents for that time period even if they were signed into multiple Skillsets and were handling calls from other Skillsets This means that you do not have to specify a combination of different reports to get the complete picture for the multiple Skillset Agents who were signed into the chosen Skillset For example if you have an Agent signed into Skillset 1 another signed into Skillsets 1 and 2 and another signed into Skillsets 1 and 3 by choosing Skillset 1 as the Skillset to report one you will see all three Agents in your report and the data shown for them will be their complete Activity in all Skillsets for the requested period For a version of this report categorised by Agent see the Agent Average report by Skillset on Page 191 Clicking on the Show Report button generates the report This is shown below Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports 1
39. allows logging to be activated to allow diagnostic output relating to reporting for call centre to be collected From this screen you may activated logging or view details about existing logs System Administration Logging is deactivated please click the button to activate Maintenance System Status Activate logging Clear Log Window Logging Log data appears below Company Details Log Stopped Reporting Ki Local intranet Figure 33 Logging Menu Page with the Logging Stopped When the logging is stopped the button is re labelled with Activate Logging Clicking the button in this state will start the logging Company Details Selecting the Company Details option presents you with the Company Details page shown below Reporting for Call Center Set Up and Operations Guide Issue 02 05 Administration 45 a http localhost rcc admin_pages company_details asp Microsoft Internet Explorer File Edit View Favorites Tools Help Q sax S EN E Le EI Search Se Favorites S media e B e 5 Address Si bttp Jocabostircciadmim Dagesicompane _details asp Administration Company Details Call Center Connection Please enter the details of your company below System Administration Name Street Maintenance A City Company Details County Postcode Reporting Country Site Kl Local intranet Figure 34 Company Details Page This p
40. be displayed on all wallboards which have been configured as System wallboards You may specify the same alarm conditions for different Skillsets and these different alarms may use the same Alarm message Issue 02 05 Reporting for Call Center Set Up and Operations Guide 114 Using Reporting for Call Center but they are in fact all separate and distinct alarms and operate independently from one another with no interaction what so ever This page allows you to specify the parameter which the alarm is to be triggered by see the list of available parameters on Page 98 The alarm message will be sent to the wallboards when the alarm has been triggered You specify the conditions which will trigger the Alarm by providing a threshold against which the parameter value is compared You must also specify the type of comparison that Nortel Networks Reporting for Call Center makes when deciding whether the alarm has been triggered or not The threshold is specified as a figure Nortel Networks Reporting for Call Center automatically understands whether the figure you supply represents Agents for parameters such as AN and AO Calls for parameters such as ID and OD Seconds for parameters such as QT Percentages for parameters such as SD The Comparison is specified by selecting from a drop down menu one of the following lt Less than or equals to This type of comparison is used when you wish to monitor a parameter against som
41. by providing a From Date and From Time and a To Date and a To Time The From Date specifies the first date you wish to have included in the report Information from days before the From Date will not be included in the report The From Time specifies the time on the From Date from which you wish to have data included in the report Information from times before the From Time on the From Date will not be included in the report The To Date specifies the last date you wish to have included in the report Information from days after the To Date will not be included in the report The To Time specifies the time on the To Date after which data will not be included in the report Information from times after the To Time on the To Date will not be included in the report Drop down menus allow you to choose dates and time values Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports 189 arta name e A Miccoealt Sebereett Geplerer A SE geg POE Help Request Unanswered Report Picasa select a parod ta report an From date 06 z Dec zl 2003 From time 00 z TE Todate 04 Cec San dran 25 59 __ Stem Pipot Cencal Figure 139 Unanswered Help Request Report Selection page Clicking on the Show Report button presents you with the report This is shown below Issue 02 05 Reporting for Call Center Set Up and Operations Guide 190 Reports t Internet Oaplerer paar aja a a pas
42. calls conducted through the use of Nortel Networks Call Multimedia Center Non Agent Indicates the number of calls that were presented to this Skillset but which were eventually answered by a Non Agent Separate figures are presented for voice calls and Multimedia Calls calls conducted through the use of Nortel Networks Call Multimedia Center Calls Abandoned Indicates the number of calls that were presented to this Skillset but which were never answered because the incoming caller cleared down the call before it could be answered Separate figures are presented for voice calls and Multimedia Calls calls conducted through the use of Nortel Networks Call Multimedia Center Left Skillset via Overflow Table Indicates the number of calls that left the Skillset due to the Call Routing programmed in the Overflow Table These calls have left this Skillset they are not the same as the calls answered by Overflow Agents in this Skillset Separate figures are presented for voice calls and Multimedia Calls calls conducted through the use of Nortel Networks Call Multimedia Center Issue 02 05 Reporting for Call Center Set Up and Operations Guide 186 Reports Left Skillset via Routing Table Indicates the number of calls that left the Skillset due to the Call Routing programmed in the Routing Table Separate figures are presented for voice calls and Multimedia Calls calls conducted through the use of Nortel Networks Call Multimedia
43. calls that were Answered by Overflow Agents in each time slot Overflow Agents are Agents logged into another Skillset who are considered to be temporarily logged in to the Skillset which the overflow call was targeted at A break down shows the number of calls that were regular voice calls and those which were conducted through the use of Nortel Networks Multimedia Call Center Multimedia calls Answered by Non Agent Indicates the number of calls that were Answered by Non A gents in each time slot with a break down showing the number of calls that were regular voice calls and those which were conducted through the use of Nortel Networks Multimedia Call Center Multimedia calls Calls Handled in Another Skillset Indicates the number of calls that were Answered by the Agents in other Skillsets in each time slot with a break down showing the number of calls that were regular voice calls and those which were conducted through the use of Nortel Networks Multimedia Call Center Multimedia calls Calls can be answered in another Skillset because of a routing step such as Move to Queue Grade of Service Indicates the Grade of Service offered to incoming callers during each time slot with a break down showing the number of calls that were regular voice calls and those which were conducted through the use of Nortel Networks Multimedia Call Center Multimedia calls Call Profile Report Graph A graph is included on the last page of the Call
44. for different periods of the day for a single Alarm An Alarm period will be in operation once its start time has passed and before the start time of the next period has been reached Note If there is only one Alarm Period configured then it will be in operation 24 hours a day Our example User Mary Smith has configured the following Alarm with three time periods for one of her Skillsets Issue 02 05 Reporting for Call Center Set Up and Operations Guide 116 Using Reporting for Call Center a Sp deca Fe E SC Frage jop ep Qro E IEA Address 82 hip ocabcercrilizcard_ paper arpa 200 3 7 9 Gorg rss g rs loro NERTEL E METWORKS A Ir srmgt Gesksrer eae Add Alarm Please input tte detalla of ita dom below An alarm wil ais be saved fa ieashold valua has bean antared Wallboard Skiset Development z Paramotor mame AN gt g Vitter atacar PAE Parod Start These Comparises Threshold ME ta 76 Ze Messaya There ze D Agents Mot Deche please retum to blabla z Period Start Tree Compares 3 aes e Mossage Thara are AN Agent Not Ready ploras netum to Awallabla E Ported San Timee Comparsa Tiweshold Speg Pu E Message l There ze IAN Agents Not tech please retum to Avevietle Pored Start Teme Comparses Threshold aha ka REE Mossaqe No Massage E mo re ms Ka Figure 84 Example Settings for a Mul
45. have arrived directly at their handset because somebody has rung their DDI line for example or a non Call Center Call has been transferred to them from another handset On Outgoing Calls Indicates the number of Agents who are currently on Outgoing Calls On Internal Calls Indicates the number of Agents who have placed or answered internal intercom calls With All Calls Held Indicates the number of Agents who have all of their current calls on hold Real Time Summary Call Summary This Real Time panel provides information about calls that are in the Skillset queues waiting to be answered together with some statistics regarding calls which have been completed These Statistics will update in real time This information is shown for each of the selected Skillsets Reporting for Call Center Set Up and Operations Guide Issue 02 05 Using Reporting For Call Center 87 Waiting Indicates the number of calls that are currently waiting in the Skillset queues to be answered Primary Alert Indicates the number of currently waiting Calls that have waited in excess of the Call Center Primary Alert note that this is mutually exclusive with the Secondary Alert If any calls have waited in excess of the Primary Alert the background to this cell will change to yellow Secondary Alert Indicates the number of currently waiting Calls that have waited in excess of the Call Center Secondary Alert note that this is mutually excl
46. if you include a parameter abbreviation in round brackets and in the text of the message that parameter abbreviation will be replaced by the appropriate numerical value of that Call Center statistic when the message is displayed See the list of available parameters on Page 98 and the discussion of parameter abbreviations being replaced with numerical values on Page 99 3 stop localhost rte malbounri_ peges add errata 0 3 7 0 Maresc Internet Emplarer Fie Ch Wm Fawkes Tos mp LK FERSESAN Address L hip loceboe rombo wrd_pegerjecdd_rasrege piba 200 3 7 3 Googie zl src Ja Rae Bene Add Message Please input your new wallboard massage bg hoan Pod to display a parametar in iha massiye Real Tian Apem Alarmes Waiboani Sep Waleed Axetanmeent matari ARE Timo Bie Setep Rapata Figure 79 Add Message Page Our example User Mary Smith has entered the following message in the Add Message text field shown below There are AN Agents Not Ready please return to available The parameter abbreviation AN represents Agents Not Ready When this message is displayed on the wallboards the current numerical value of AN will be inserted into the message instead of the AN symbol If there were 6 Agents Not Ready at the time the message was displayed on the wallboard the following text would be displayed Issue 02 05 Reporting for Call Center Set Up and Operations Guide 110 Using Repo
47. is displayed See the section on Page 99 which describes parameter substitution Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports 125 Reports 6 Reports Introduction General Nortel Networks Reporting for Call Center provides you with a flexible and easy to understand set of reports The reports contain information on the call traffic in and out of your Call Center and on the activities of your Call Center Agents Report Periods Reports can be generated for any elapsed period of time This means that if you want to have a report that contains information from 12 00 mid day Tuesday to 16 15 Thursday afternoon you can easily obtain it There are no pre defined limitations on the period of time a report can include Skillset Selection Many reports allow the User to choose to report on any combination of the Skillsets they have been assigned They can report on a single Skillset a combination of their assigned Skillsets or all of their assigned Skillsets But note that some reports might not operate in the way initially expected For example if you request an Agent Profile report for Skillset 1 you will receive a report listing all of the Agents who were logged into Skillset 1 including multi Skillset Agents and the report will include all of the activity of those Agents irrespective of the Skillset of the call they handled If this was not the case and the report was limited to the Agent
48. of Abandoned calls in the current Day AH Number of Abandoned calls in the current Hour OD Number of Outgoing calls made in the current Day OH Number of Outgoing calls made in the current Hour SD Grade of Service offered in the current Day SH Grade of Service offered in the current Hour AO Number of Agents on Outgoing calls AI Number of Agents on Incoming calls AA Number of Agents Available to receive calls AN Number of Agents in the Not Ready state AL Number of Agents Logged in QL Current Queue Length number of calls queuing for this Skillset QT Current Queue Time for the longest waiting Call for this Skillset secs The numerical values are displayed in yellow and the abbreviations are displayed in green If one of the parameter values has an associated Alarm threshold configured for it it will display in red when the threshold is broached There is an optional audible alert for alarms Scrolling Messages Scrolling Messages also known as rolling messages are supported by the wallboards also These are either manually dispatched messages Alarm messages or Scheduled messages These are described below Scrolling messages move from right to left across the wallboard until the whole message has been displayed at least two times There is also an optional audible alert for scrolling messages Reporting for Call Center Set Up and Operations Guide Issue 02 05 Using Reporting For Call Center 99 Note On the ipV
49. of the blue bar at the top of each Administration page Issue 02 05 Reporting for Call Center Set Up and Operations Guide 26 Administration A http Mocalhost rcc admin_pages admin_index asp Microsoft Internet Explorer File Edit View Favorites Tools Help Q sak S EN a Le JO Search Se Favorites media amp A Address Si http localhost rcc admin_pagesfadmin_index asp NORTEL pks Administration Administration Menu Call Center Connection Welcome system Administration Please select an option from the left hand side to continue Maintenance Company Details Reporting B Local intranet Figure 16 Administration Menu Page The options that are available to an Administrator are listed down the left hand side of the page These will be described in turn below Call Center Connection The Call Center Connections option allows you to specify the network identifier IP Address or Network Name of the Call Center platform When you select the Call Center Connection option you are presented with the Call Center Connection page shown below Reporting for Call Center Set Up and Operations Guide Issue 02 05 Administration 27 security samos asp Wecrosott Internet Explorer Pie Eat Wen Parii Toc Heb k A Oz s E x 2 Lei jO uh Le rutas Pi E GC a R las 9 3 EC Nip a Seef then pasar Ey SEIN 260 Googie 4 WE zech is GD Ea boksi F NERTEL Administration NETWORKS Call Center Conne
50. option presents you with the user Admin page shown below A http Hocalhost rccladmin_pages user_list asp Microsoft Internet Explorer File Edit View Favorites Tools Help Och S x E Le ZE Search J Favorites media amp A d s Address Si http localhost rcc admin_pages user_list asp NORTEL pks Administration User Admin Call Center Connection A list of configured users appears below help is available by clicking the help button above System Administration There are currently no users in the system e SE System Admin Settings Add User Admin Skiliset Assignment Maintenance Company Details Reporting K Local intranet Figure 23 User Admin Page The first time you see this page there will be no Users defined To add users click the Add button You will be presented with the Add User page shown below Issue 02 05 Reporting for Call Center Set Up and Operations Guide 34 Administration a http localhost rcc admin_pages add_users asp Microsoft Internet Explorer File Edit View Favorites Tools Help Q sak amp EN a A P Search Se Favorites S media A S E Address l http localhost rcc admin_pages add_users asp NORTEL ls Administration Add User Call Center Connection Please input the details of the user below System Administration First name System Admin Settings User Admin Skil t Assignment me Skiset Assignment R r Ski
51. period can be observed A graph is provided in this report to better understand the profile of the period Call Profile Report Table The following statistics are provided in the Call Profile Report Issue 02 05 Reporting for Call Center Set Up and Operations Guide 180 Reports Y Cryvtel Reparts ActiveX Varmar Micreantt Internet Explerer xa ajo dia tes vn A NORTEL NETWORKS Compay Name Happy Daze Pharmacy Repon Tide Call Profle Report Report Penod 10 Mar 2004 08 00 to 10 Mar 2004 17 59 Repot Created 20 Mar 2004 15 07 Data Timestamp 12 Mar 2004 15 57 Skilsets 1 3 Preaceled Cal Sumber Werribee Aevcred Dy Answered Ey Answered By Aexrmerad thy Anewernmd iy Call Handing 005 Custer Cale Aexwaered Abesdened Guerre Vora Opereter Ove Sos Agen da bm Aquel Report Time Peeters Owae iais 121 5 tari 0500 10 Ma H 20 70 70 H PERRE 194 vara Kutimia S ep ere amp 10000 1 0 Mar Vara Kutimia 5 dcs 605 605 E 4 ke gt Pc E pog oco e gt cco cos cos acs Sep 605 m S Pu DES Figure 134 Call Profile Report Presented Call Center Indicates the number of calls that were presented to the Skillset in each time slot There is a breakdown showing the number of calls that were regular voice calls and those which were conducted through the use of Nortel Networks Multimedia Call Center Multimedia calls Number Answered Indicates the number of calls that were Answered in each time slot
52. reset their password click the OK button In both cases you will be returned to the User Admin page but if you decide to reset their password they will need to use the password 0000 the next time they login They will then be prompted to enter a new password Skillset Assignment This option allows you to assign Skillsets to Users Assigning Skillsets to a User allows the User to view those Skillsets in the Real Time screens and to obtain Historical Reports on those Skillsets A User can have multiple Skillsets assigned to them and a Skillset can be assigned to multiple Users Selecting the Skillset Assignment option presents you with the Skillset Assignment page shown below A http Hocalhost rccladmin_pages skillset_assignment asp Microsoft Internet Explorer File Edit View Favorites Tools Help Q sax 7 O x a A E Search J Favorites GP media ES A da Address l http localhost rcc admin_pages skillset_assignment asp NORTEL rks Administration Skillset Assignment Call Center Connection Below is a list of users please click Assign to edit the Skillsets they have access to System Administration System Admin Settings User Admin Skillset Assignment MaryS Mary Smith Username Firstname Last name Maintenance Company Details Reporting B Local intranet Figure 27 Skillset Assignment Page Reporting for Call Center Set Up and Operations Guide Issue 02 05 Administrati
53. show you the IP Address that ip View has bound to as shown below Issue 02 05 Reporting for Call Center Set Up and Operations Guide 236 Troubleshooting Reporting for Call Center About ipView IpView TCP IP enabled software wallboard Version Details ipview Version 20 006 Compile Stamp 15 25 02 Mar 30 Network Information Local IP Address 10 1 1 11 Copyright C 2003 ITEL Inc Figure 170 pView Help Window ipView SoftBoard and Wallboard Summaries Note that the Wallboard Summaries are sent to the wallboards on the hour according to the time of the Web Host PC clock The regular hourly and daily statistics that are sent to the wallboard are governed by the Call Center platform clock The hourly statistics are reset to 0 on the hour according to the clock in the Call Center platform If the clock in the Web Host PC is set to a different time than the clock in the Call Center platform the hourly Summaries will not be synchronised with the hourly reset of the regular statistics To ensure that the wallboard summaries are in time with the hourly resets of the regular wallboard statistics ensure that your PC and Call Center platform times are the same Crystal Reports ActiveX Report Viewer The first time that reports are viewed on a client PC that is some PC other than the Web Host Viewer an ActiveX viewer is installed onto the Client PC from the Web Host PC If this does not automatically happen you will not
54. their own account was originally created they are also able to assign and work with Wallboards User Administrators only have access to the Skillsets that were assigned to them by the System Administrator System Administrator This is the default Administrator account which is created when Nortel Networks Reporting for Call Center was installed This User has full access to the system and to all configuration options They can create and edit and delete Users and can assign Skillsets to them They can also reset User passwords including the System Administrator s password Note that they are the only user who can do this The System Administrator has access to any Skillset Issue 02 05 Reporting for Call Center Set Up and Operations Guide 36 Administration A http Mocalhost rcc admin_pages add_users asp Microsoft Internet Explorer File Edit View Favorites Tools Help Q sak S O EN a Le P Search Se Favorites S media A d s Address Si http flocalhost rcc admin_pages add_users asp NORTEL us Administration Add User Call Center Connection Please input the details of the user below System Administration First name System Admin Settings User Admin Surname i ssig H Iden G Skillset Assignment RCC Username MaryS Maintenance Language UK English hd Assign Wallboards Company Details Administrator O Reporting amp Local intranet Figure 25 Details for new User Mary Smith Wh
55. using Favourites see page 61 Our example User Mary Smith has used her Dev amp Train Favourite to highlight and select the Development and Training Skillsets Clicking on the Submit button generates the report This is shown below Incoming Call Report Table The following statistics are presented in the Incoming Call Report Table Bcrystel Rugarta ActoveX Varmar Maersar t Internet Explerer x A fos zji ef es vr 4 T NOR EL e Company Name Happy Daze Pharmacy Report Tite Incoming Call Report Report Penod 10 Mar 2004 05 00 to 10 Mar 2004 17 59 Report Created 20 Mar 2004 15 08 Date Timestamp 12 Mar 2004 15 57 Skilsets 1 3 a D G ifs E i Tota Voke Nutida 1 Deval pena rt voke Nutida ITN Yoke aca 65 GESCHT aca 55 Bh sos en M eco ccc Bon ooo cor Soe ec e cor po aca coc 5605 aca 605 5606 aca coc 605 Figure 137 Incoming Call Report Direct Indicates the number of Direct Calls that have been answered in the Skillset Direct Calls are those calls that have not been handled by the Call Routing of another Skillset nor by the Agents of another Skillset They have come via the Call Routing direct to the Skillset in question Separate figures are presented for voice calls and Multimedia Calls calls conducted through the use of Nortel Networks Call Multimedia Center Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports 185 Indirect Indic
56. you have specified that Nortel Networks Reporting for Call Center should poll the Call Center every 30 minutes for report data by clicking on the Get Latest Call Center Data button you ensure that the most recent data is received from the Call Center before the reports are generated This means that any Call Center activity which has occurred since the last Report Data update is included in the reports When the reports page is first displayed or whenever the button has been clicked the button is disabled and a short countdown shows the seconds left until it can be used again This prevents repeated rapid requests being made Answered Calls Report Clicking on the Answered Call Report button presents you with the Answered Calls Report Skillsets page shown below This page allows you to select the Skillsets you wish to have included in the report and to specify the time period you wish the report to cover The time period is specified by providing a From Date and From Time and a To Date and a To Time The From Date specifies the first date you wish to have included in the report Information from days before the From Date will not be included in the report The From Time specifies the time on the From Date from which you wish to have data included in the report Information from times before the From Time on the From Date will not be included in the report The To Date specifies the last date you wish to have included in the report Informatio
57. 1 184 185 186 187 197 199 239 240 W Wallboard 97 100 101 102 103 104 105 106 107 108 119 122 235 236 241 Wallboard Assignment 101 102 Web Based User Interface 4 Web Host PC 4 6 8 10 11 13 14 20 23 28 29 30 47 54 58 68 76 228 229 230 231 234 235 236 237 Web page 4 6 30 34 240 Weekly Schedules 65 66 67 68 69 70 71 72 73 74 Windows 1 7 8 10 11 12 13 14 130 230 235 Windows 2000 7 12 Windows 95 107 115 131 134 137 139 Windows Networking Component 11 Windows NT 4 7 Windows XP 7 12 With All Calls Held 86 Word 129 Issue 02 05 Reporting for Call Center Set Up and Operations Guide
58. 134 197 Anti Virus Software 230 231 232 233 Assigned Skillsets 5 39 40 Available 86 93 96 98 129 152 159 204 210 238 240 11 B Brazilian Portuguese 5 Break Time 86 92 93 149 152 156 193 196 209 210 238 Browser 12 30 Business Communications Manager 4 12 21 27 230 Buzzer 104 C Call Average Report 141 144 145 192 194 198 207 Call Center 4 6 8 10 11 21 26 27 28 29 30 33 39 43 58 68 76 86 87 90 91 92 93 94 99 116 127 132 143 144 156 158 160 163 167 171 193 196 198 202 203 228 230 236 240 Call Center Connection 1 4 26 27 29 30 Call Center platform 4 Call Center the 4 Call Detail 89 90 Call Profile Report 178 179 180 181 182 200 202 222 223 Call Profile Report Graph 181 182 223 Call Routing 125 126 176 178 184 185 186 239 Call Transactions 126 146 149 175 176 193 195 196 197 224 CallPilot 1 4 13 21 27 28 39 Canadian French 5 CCRS 1 28 Chat session 93 96 240 Company Details 44 45 127 Control key CTRL 40 61 158 163 167 171 Control Panel 8 11 D Daily Schedules 54 55 56 57 58 59 60 61 62 63 64 65 71 Danish 5 Direct Call 125 126 176 184 239 Dutch 5 E Edit Parameters 106 107 Edit User 37 Edit Wallboard 105 106 Excel 129 Export 127 129 F Favourite 61 62 70 78 84 95 123 132 136 138 140 145 155 158 1
59. 3 Aug Y 204 To time 2 P ze Agent em Favourtes Wallboard Sau Name Time Bins Setup Rapata Select Al Crone Farvouike Submit Cancal Figure 141 Agent Average Report by Agent Skillset Selection Page This page allows you to select the Skillsets you wish to have included in the report and to specify the time period you wish the report to cover The time period is specified by providing a From Date and From Time and a To Date and a To Time The From Date specifies the first date you wish to have included in the report Information from days before the From Date will not be included in the report The From Time specifies the time on the From Date from which you wish to have data included in the report Information from times before the From Time on the From Date will not be included in the report The To Date specifies the last date you wish to have included in the report Information from days after the To Date will not be included in the report The To Time specifies the time on the Issue 02 05 Reporting for Call Center Set Up and Operations Guide 192 Reports To Date after which data will not be included in the report Information from times after the To Time on the To Date will not be included in the report Drop down menus allow you to choose dates and time values The Call Average Report Skillsets page allows you to select which Skillsets you wish to have included within the report e Fora disc
60. 35 Administration and User Permissions The System Administrator Users created as Administrators Users who can Assign Wallboard and Standard Users have different administration capabilities regarding other Users Skillset Assignment and Wallboard Assignment Regular Users Standard Users These are Users who have been created without either the Administrator or the Assign Wallboards check boxes ticked These Users can perform no configuration of other Users and they cannot change their own settings They also cannot assign or work with Wallboards Regular Users only have access to the Skillsets that were assigned to them by the System Administrator Users with the Assign Wallboard Box Checked Wallboard Users These are Users who have been created without the Administrator check box ticked These Users can perform no configuration of other Users and they cannot change their own settings They can assign and work with Wallboards Wallboard Users only have access to the Skillsets that were assigned to them by the System Administrator Users with the Administration Box Checked User Administrators These are Users who have been created with the Administrator check box ticked These Users can perform configuration and editing activities on other Users including creating Users and assigning Skillsets to them They cannot change their own settings however apart from resetting their own password If the Wallboard check box was ticked when
61. 49 x aaf Zi weer LA SA NORTEL ie CompanyName Happy Oaze Pharmacy Report Tue Agent Average Report Report Period 10 Mar 2004 00 00 to 10 Mar 2004 17 59 Report Created 20 Mar 2004 13 07 Data Timestamp 12 Mar 2004 15 57 Galbats 1 Beete Break Tag Bb 0000049 Figure 109 Agent Average Report For each Agent the average durations of three Call Center activities are displayed These activities are Call Center Call Transactions Average Incoming Duration the Average Outgoing Call Duration and the Average Break Time Duration For the Incoming and Outgoing Call Durations the number of calls is also provided This report provides an easy way to compare the average durations of different Agents Ifthe Incoming Call Duration for one Agent is markedly longer than the duration of the other Agents this report will show up the anomaly This might indicate for example that the Agent requires some training or perhaps it indicates that they are providing extra care and attention to their callers Agent Profile Report Clicking on the Agent Profile Report button presents you with the Agent Profile Report Skillsets page shown below Issue 02 05 Reporting for Call Center Set Up and Operations Guide 150 Reports Sot Wea Paradas Tech Hep gt ADA 5 h A 3 Q a 2 d J anh Le ruzrtas Bra E 3 KR 3 wee JEE ro e eo Googie w zech e G En boded f Wi Opters 2 Agent Profile Report Prim Schedules Ple
62. 5 Break Time 100015 10 Nar 2004 09 06 40 Arnado tire 000001 10 Mar2004 020641 Not Raat KR 10 Mar2004 0207 46 TS mono 10 Nar 2004 09 07 50 Incomes Cat 100342 10 Mar 2004 09 11 32 Break Time 0000 15 10 Mar2004 04 11 47 Available dre mond 10 Mar 2004 041753 incor y Cal 000345 10 Mar Ths A A Brask Tree Figure 117 Agent Audit Report Agent ID Indicates the Call Center Log In Id of the Agent Agent Name Indicates the Call Center name for the Agent Time and Date Indicates the start time and date of an Activity Activity Describes the Activity the Agent undertook at the specified time and date Activity Duration The length of time the Agent undertook the specified Activity for Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports 161 Activity Code Report by Skillset Clicking on the Activity Code Report by Skillset button presents you with the Activity Code Report by Skillset Skillset Selection page shown below Borg lecalhoet rr repart pages ngat Law namesActteily Cede Report Ey fat Micrueslt iterat Explorer Fie ek Wm Frakes Toos Hep a Qee O 2012 A n y Fos reo e BS Address E hp ocabos kor kent pager report11 epiraramtcinty DICC DI port DIC Googie sr Si arent Glos D doin 2 Activity Code Report By Skillset Please selact a pa od then Shilsel 10 rapan on Free date 09 Dec 2003 feom time 00 00 To date ta Di Dec z MO To time 23 B
63. 62 166 170 174 179 184 192 195 Favourites 5 23 47 61 62 70 78 84 95 122 123 132 135 136 138 140 145 155 158 162 166 170 174 179 184 192 195 Issue 02 05 Reporting for Call Center Set Up and Operations Guide 244 Index Follow me 93 240 French 5 G German 5 Grade of Service 91 98 100 114 175 176 178 181 220 222 239 Graph 181 182 186 187 223 H Help Request Report 141 142 143 188 189 190 191 193 205 225 226 227 Help Request Unanswered Report 188 190 191 193 225 226 227 Hide Agent Summary 88 Hide Skillset Call Summary 88 I IBM 6 Incoming Call Report 182 183 184 186 187 224 Incoming Call Report Graph 186 187 Indirect Call 125 126 146 176 185 224 239 In Progress Calls 127 Install Clients page 12 Installation 1 2 8 10 11 12 13 19 20 228 242 InstallShield 13 14 15 Instant Messages 100 122 123 124 Intel 6 Internet Explorer 4 6 7 8 9 12 23 47 228 Internet Information Services 7 10 30 234 Introduction 2 4 8 97 125 228 IP Address 12 23 26 27 28 47 103 230 235 ipView Softboard 98 99 103 235 236 241 Italian 5 L Language Support 4 Latin American Spanish 5 License Agreement 16 17 21 Localhost 230 Log In 14 23 24 47 110 120 152 156 160 190 233 234 Logging Menu 42 43 44 Longest Waiting Time 87 91 M Maintenance 41 Master PC 22
64. 73 Summary Report Clicking on the Summary Report button presents you with the Summary Report Skillsets page shown below Doerr localhost rtr report_pages mpat Sap neme Suemers Report Mecrescit Internet Cxplerer LE me Cp Ym Ge ep Heb a Om O a pom 7 eem res O BA pech ben locaboererrepart_pegertapertiS epirara Suraary KI port q its Googe z zl Bossio gt gb es loro Summary Report Picasa select a parad then a Shilsat torpan on From date 01 z Dec 2 2003 2 From time 00 00 To date 01 2 Cec ln 2 To time 252 59 Faveetites Hastie OeveTrain Dakta Saulo Figure 130 Summary Report Skillset page This page allows you to select the Skillsets you wish to have included in the report and to specify the time period you wish the report to cover The time period is specified by providing a From Date and From Time and a To Date and a To Time The From Date specifies the first date you wish to have included in the report Information from days before the From Date will not be included in the report The From Time specifies the time on the From Date from which you wish to have data included in the report Information from times before the From Time on the From Date will not be included in the report The To Date specifies the last date you wish to have included in the report Information from days after the To Date will not be included in the report The To T
65. 8 229 Microprocessor 6 Microsoft 7 10 21 30 129 230 Minimum PC Requirements 6 Monitoring 93 156 240 Monthly Schedules 54 74 75 76 77 78 79 80 81 82 Mouse 7 Multimedia Call 89 90 96 125 180 181 184 185 186 187 188 240 Multiple Client 228 229 MySQL database 6 8 19 N Network Name 26 27 103 Non Agent 181 185 222 Nortel Networks Call Center Reporting 2 4 8 11 21 228 229 Nortel Networks Reporting for Call Center 2 4 5 6 7 8 9 10 11 12 13 14 18 19 20 23 27 29 31 32 33 34 39 41 42 43 45 47 48 49 50 53 54 62 86 94 95 98 99 100 103 104 113 114 124 125 130 132 141 201 228 229 230 231 233 234 235 237 238 240 241 North American English 5 Norwegian 5 Not Ready 86 93 96 98 99 109 110 115 152 156 203 210 240 O On Call Center Calls 86 On Internal Calls 86 On Non Call Center Calls 86 On Outgoing Calls 86 Operating System 7 228 229 Operator 181 185 Overflow 87 91 176 181 185 193 195 222 239 Overflow Table 185 P Page Range 130 Parameters 104 105 106 107 115 Password 24 25 37 38 48 240 Primary Alert 87 90 186 224 Print Schedules 54 55 Printer 128 130 Printing a Report 128 R Real Time screens 4 5 6 8 27 32 38 41 83 84 85 86 88 89 90 91 92 93 94 207 228 230 231 237 238 239 240 Real Time Summary 83 84 85 86 Repor
66. Code Report By of Pegs O Summary Report Call Profile Report C Incoming Call Report Schedule Name Lp Print time 07 00 K Local intranet Figure 58 Add Monthly Schedule Page The Add Monthly Schedule page allows you to specify the which reports you wish to have included in the Schedule and when it is to be printed You may also specify which period of the day the reports will contain You must also specify a name for your Schedule and which printer you wish to have the reports generated on To select a report to be included in the Schedule click the check box beside the report name Selected reports will have a tick in the check box beside their name You can of course select multiple reports Issue 02 05 Reporting for Call Center Set Up and Operations Guide 76 Using Reporting for Call Center The reports will be generated for a calendar month You must specify the time you wish to have the Monthly Schedule reports generated They will be generated on the 1 day of each Month at the specified time To set a name for your Schedule type the name in the Schedule Name field This is to help you identify and distinguish between the different Schedules you create The Report Period Start Time and Report Period End Time dictate the period within each day for which the reports are generated For example if your Call Center has a working day that starts at 08 30 and finishes at 17 30 you may wish to
67. E Favewrites Datta sadda roda Favourite Bibi casai z aore CET Hia Figure 118 Activity Code Report By Skillset Skillset page This page allows you to select the Skillsets you wish to have included in the report and to specify the time period you wish the report to cover The time period is specified by providing a From Date and From Time and a To Date and a To Time The From Date specifies the first date you wish to have included in the report Information from days before the From Date will not be included in the report The From Time specifies the time on the From Date from which you wish to have data included in the report Information from times before the From Time on the From Date will not be included in the report The To Date specifies the last date you wish to have included in the report Information from days after the To Date will not be included in the report The To Time specifies the time on the To Date after which data will not be included in the report Information from times after the To Time on the To Date will not be included in the report Issue 02 05 Reporting for Call Center Set Up and Operations Guide 162 Reports Drop down menus allow you to choose dates and time values The Activity Code Report by Skillset Skillsets page allows you to select which Skillsets you wish to have included within the report e Fora discussion of using Skillset Selection lists see page 60 e Fora discuss
68. For example a Help Desk could have activity codes for different products that they support It is then easy to see which products generate the most calls or which product support calls have the highest average talk time Activity Codes can be used to represent Agent activity as a result of a call for example Activity Codes could be established to represent Credit Account Application Letter Sent or Catalog Posted etc Issue 02 05 Reporting for Call Center Set Up and Operations Guide 218 Reports Explained Activity Code Report by of Pegs Internet Explerer VW Maras CA tw gt iki K y ba o gt Papa II Compary Name Happy Deze Pharmacy Report Tite Activity Code Report By Of Pegs Repon Pe od Of Mar 2004 05 00 to 21 Mar 2004 17 59 Repon Created 21 Mar 2004 20 54 Data Timestamp 18 Mar 2004 1066 Skilsets 1 3 7 Aya Agent Total Selina uo Fiera HELD CALL ABNO O NOPES KI Pika So o fei Laly HELD CALL ARNO O NOPES Seingn Fisting HOPED Seling li NOPEG 00 01 41 E rs ia iai bet Figure 157 Agent Activity Code Report by Number of Pegs This report shows the Activity Codes which have been entered on calls for each Skillset included in the report For each Agent the Activity Codes they have entered are listed in descending order of use together with the average call duration time the number of pegs entered and the accumulated time of all the calls that were
69. Fora discussion of using Skillset Selection lists see page 60 e For a discussion on using Favourites see page 61 Issue 02 05 Reporting for Call Center Set Up and Operations Guide 136 Reports Our example User Mary Smith has used her Dev amp Train Favourite to highlight and select the Development and Training Skillsets Clicking on the Submit button generates the report This is shown below porta ActiveX Var P ActoveX Varme ter Rear A a re rs ip Parasa engt Internet Explarer Company Name Happy Daze Pharmacy Report Title Abandoned Call Report Report Period 10 Mar 2004 08 00 to 10 Mar 2004 17 59 Report Created 22 Mar 2004 12 21 Data Timestamp 12 Mar 2004 15 57 1 3 at f nt 0028 EEN la um 51 2 K AOR 3 ee o WI 0 0 a he ZN 0 0 0 0 0 Figure 99 Abandoned Call Report For each Skillset the total number of calls is displayed together with a breakdown of the number and percentage of calls that abandoned within each of the Abandoned Time Bins Fora discussion of Time Bins see page 50 This report shows how long those calls abandoned waited before they hung up An Abandoned call is a call that did not get successfully answered The incoming caller terminated the call before they were connected to an Agent Voice calls and Multimedia calls are listed separately and totalled for each Skillset and for the report total Reporting for Call Center Set Up and Operations Guide Issue 02 05 Re
70. Incoming Calls see Page 126 If one Agent is taking much longer than other Agents on average to deal with his Incoming Calls this might indicate one of several things Perhaps he is struggling and needs more training Perhaps this Agent is better at a certain type of difficult or complex call and the other Agents are transferring these harder calls to him because he is starting to become known as an expert on them Perhaps he is just being more attentive to the incoming callers Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports Explained 209 If an Agent is taking far less time to deal with their Incoming Calls perhaps they are just fast or they are being less attentive to the incoming caller or perhaps they are transferring their calls to others to deal with The Average Break Time duration allows you see which Agents are taking the full amount of Break Time and which Agents are not If some Agents are on average taking 30 seconds and everyone else is taking 15 seconds then perhaps the Break Time for everyone could be reduced to 20 seconds and then after a period of acclimatisation down to 15 seconds Note if you request this report for say Skillset 1 you will receive a report listing all of the Agents who were logged into Skillset 1 including multi Skillset Agents and the report will include all of the activity of those Agents irrespective of the O Skillset of the call they ha
71. Information from times before the From Time on the From Date will not be included in the report The To Date specifies the last date you wish to have included in the report Information from days after the To Date will not be included in the report The To Time specifies the time on the To Date after which data will not be included in the report Information from times after the To Time on the To Date will not be included in the report Drop down menus allow you to choose dates and time values The Agent Audit Report Skillsets page allows you to select which Skillsets you wish to have included within the report e Fora discussion of using Skillset Selection lists see page 60 Issue 02 05 Reporting for Call Center Set Up and Operations Guide 158 Reports e Fora discussion on using Favourites see page 61 Our example User Mary Smith has used her Dev amp Train Favourite to highlight and select the Development and Training Skillsets Clicking on the Submit button presents you with the Agent Selection page shown below erty lechal rr report pages eqemt_eudtt_agerty asp teeillerte 1 4 fewPrume2000 52 109 03 00 Micrasc l Irternet Gelerer Fie Ede Wm Famkes Toe Hep a Des O i 12 500 7 emp reo ie Address E ip ocabos nce repart_pegerfegert_eurit_eqerts aprilia A Lara 2011 1209 2000 00 COR Tom DO I ITI 93 0 Googie Tl Bzeschreg gt Bw Elo D lor A Select Agents Please zort Aparta 10 apan o
72. Internet Es iol x File Edit view Favorites Tools Help ay sack E x 2 A J Search Favorites media G 627 z ES Y we Co dll Address E http flocalhost rcc schedule_pages save_favourites asp returmPage get_schedule_skillsets aspeskillsets 3 9 8 sSelectedReports 1 2 8 sReportTir Y Google y fo search web g Ei za blocked El autorii EJ Ed options 4 NORTEL NETWORKS Save Favourites Go Links gt Print Schedules Please give the favourite a name by entering it below Daily Schedules Weekly Schedules 3 Monthly Schedules Favourite name Deva Train Se Submit Cancel Agent Alarms Wallboard Setup Time Bins Setup Reports Figure 47 Save Favourites Page Enter a name in the Favourite Name field and then click on Submit to save it Click on Cancel to return without saving the Favourite Mary Smith has created a Favourite that contains the Skillsets Training and Development and she has called the Favourite Dev amp Train When a Favourite has been created it will appear in the Favourite List at the top of the page as shown above Note Many pages within Nortel Networks Reporting for Call Center allow you to use Skillset selection lists and Favourites and the techniques described here apply to all of those other pages too All the Favourites you create will be accessible from any point within Nortel Networks Reporting for Call Center which allows y
73. Issue 02 05 Using Reporting For Call Center 101 S Ku localhost zt webbount neues malboni tades Micreaci t Ifternet ah Wallboard Menu Please select an option fom the left hand sida Figure 72 Wallboard Menu Page Selecting the Wallboard Assignment option presents you with the Wallboard Assignment page shown below Wallboard Assignment Page This page display a list ofthe configured wallboards It displays them for each of the Skillsets you have been assigned and any which have been configured as System wallboards Issue 02 05 Reporting for Call Center Set Up and Operations Guide 102 Using Reporting for Call Center petty localhost at wabbourt_peges aldbrcrd_lat apio 0 3 7 9 Maresc t Internet Euplarer me ek Wm Fanke Tec Heb Ow D a Al mg pyres re Zi R Address L hip baart ker Mulbowd_pegen wolboard_petarptsbiivate 4200 5 7 2 Googe dl hche gb aries 2 Wallboard Setup Tou arsigrad walboank appaar below You are currartly swing Shikkets System 3 7 9 You do not have any walboards configured tor ihe selected Shilsats Phase dick add to begin configuring walboads gl Figure 73 Wallboard Assignment Page The Wallboard Setup page will display a list of the assigned wallboards You are able to delete wallboards or to edit their settings In this example there are no wallboards assigned to the selected Skillsets in this example System wallboards and wallboards for Skillset
74. Microsoft NET Framework installed go to step 10 If you do not have Microsoft NET Framework installed follow the information on the next six screens to install it A message appears that says that the Call Center Reporter Server configuration tool will now launch 10 Click the OK button 11 On the Call Center Reporting Server Config screen a In the CallPilot address box your local host address automatically appears Change this address to the IP address or Fully Qualified Domain Name of your CallPilot b If you have a Call Center reporting application installed on the same PC as the Call Center Reporting Application Server software you must change the HTTP Listen Port Issue 02 05 Reporting for Call Center Set Up and Operations Guide 22 Installation value from its default 80 by entering the number of the port you want to use If your reporting application is installed on a different PC you can leave the value at its default of 80 If you do not know which port to use ask your installer c We recommend you do not change the values for the Control Real Time or Historical Ports Click the OK button The Setup Complete screen appears 12 Click the Finish button Reporting for Call Center Set Up and Operations Guide Issue 02 05 Administration 23 Administration 4 Logging In Using Internet Explorer browse to the URL of your Nortel Networks Reporting for Call Center Web pages Log In page T
75. NORTEL NETWORKS Reporting for Call Center Set Up and Operations Guide www nortelnetworks com 2004 Nortel Networks P1012912 Issue 02 05 Table of Contents Change i E E err ae E aer aaar ae Ea aaa r aara aaar Aara aia araia ia anaa inda nanana Eea 1 How to Use This Guide seo 2 INtroductiON EE 2 How This Guide is Organized 2 ege Uer ln EE A INtKOMUCLION oi as a A A Se ie es ds A eee eee 4 Web Based User Interface 2ic04 0 ect sceaccecla tc da dd 4 Language SUpport EE 4 Administrators and USers umi dd edita 5 Assigned SKIMSSES 10004 nae ae deste i a aai 5 SQL Historical Database Au iii daria eats 6 SISMO Ware A in bile ae 6 PG Requirements ee eil ee see E A A A ea E Oe 6 Minim m GE e 6 Operating System Compatibility cccccccctecceeeeenceeedeceeeeseeeteetedectecedecceenedeceeneeeteanenensateceetsuaneeeeteezeeesees 7 A e e e Leo 8 O 8 Upgrading to Reporting for Call Center 8 Upgrading a Previous Version of Reporting for Call Center 8 Deleting Temporary Internet Files ooooonnncinnnnniconnnnocconno cacon arc ccc nro rn cnn narran anar rra 9 Installation prerequisites oooooocconcnnnonocionccccnnnncnnnnnononcnnnnncnnnnn cnn nnnnnnn nana nnn cnn cnn nn nan nmnn nn rca nn n naar nnnnncnns 10 Installing Nortel Networks Reporting for Call Center Software oooonoocccnnccccnnnoccccnnnonnccnnaancnrannnnnnnnnno 11 TEP PPTOtOCOL 00 cion it nee died a enlace 11 Checking whether the Windows Networkin
76. P IP for Windows This file contains the mappings of IP addresses to host names Each entry should be kept on an individual line The IP address should be placed in the first column followed by the corresponding host name The IP address and the host name should be separated by at least one space Additionally comments such as these may be inserted on individual lines or following the machine name denoted by a symbol For example 102 54 94 97 rhino acme com source server 38 25 63 10 x acme com x client host EAT 040i Localhost VO 4d OS BCMMachineName Figure 166 Example Host File Anti Virus Software Slowing Down the File System Some Anti Virus software packages have been seen to cause such a significant slow down on the file system of the Web Host PC that the Real Time screens have trouble processing all of the XML data they receive from the Call Center in time to refresh the Real Time data in a timely fashion Reporting for Call Center Set Up and Operations Guide Issue 02 05 Troubleshooting Reporting for Call Center 231 Norton Anti Virus is one anti virus package known to cause this symptom By Un checking the Enable File System Real Time Protection option in Norton Anti Virus the operation of the Real Time screens are no longer restricted and cal operate in their usual way To do this right click on the Norton Anti Virus icon in the system tray If there is a tick by it select Ena
77. Pilot Manager That same password must be entered into the CCRS password field It must then be entered into the Confirm CCRS password field Note The default CCRS password is CCRS but this might have been changed within the Call Center from within CallPilot Manager The Connection Security radio buttons allow you to specify whether you are connecting to the Call Center using HTTPS or HTTP By default this connection is HTTPS If it is changed on the Call Center platform to HTTP you must also change this setting to HTTP This is an advanced setting that is not usually changed from the default When you change the Connection Security setting you will see a popup message informing you that you must reboot your Web Host PC in order for the settings to take effect Microsoft Internet Explorer A You have changed your connection security You MUST now reboot the Web Host PC in order for the changes to take effect Figure 18 Connection Security Setting Changed Reboot Message As indicated in the message box shown above you must close down and restart the Web Host PC before these changes will take effect The Make data requests every dropdown allows you to specify how frequently the Web Host PC communicates with the Call Center in order to obtain reporting data It is usual to set this to 15 minutes The Select An IP Address field allows you to select which IP Address Network Interface Card you wish to use to communicate to the wall
78. Report Repat Pernod 10 Mar 2004 00 00 to 10 Mar 2004 17 68 RepotCreated 20 Mar 2004 15 06 Data Timestamp 12 Mar 2004 15 57 Stalisats 1 3 Semeary Category Mana of esewted Cota Mo of Answered Call Transactions Mames of Ouigung Cals Mag of Mbacsboned Colts Mames of Ureteling Cab Sanmary Category Jarane Thee to Answer Mirage Tin 10 Abanra Meet aye Grote of Service amp Serge pang Derstion Cais Hantien ia Alpe mm gang Unstatied Calls Sms Cats Figure 158 Summary Report The Summary report provides a quick one report summation of the performance and activity of the Skillsets included in the report A figure based and an average based table are provided above a profile which spans the period of the report For each unit of the profile the number of incoming calls answered calls abandoned calls calls handled in another Skillset Outgoing Calls and Unstaffed Calls are shown together with the Grade of Service expressed as a percentage are shown Six graphs are included within the Summary Report these are shown below Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports Explained 221 a Actor Varw ct Internet Cplerer eX Varmar Miras ssal d a A e ajj Praa ennaa A su qanxzu8a aik erzeogetod Cat Sr IS eise Ar SH Feed Coba Hadid aotar Sabiset Caii Harcted in arot Stited Gre of Zedre Out rgcan Figure 159 Summary Report Graphs Page Each of the g
79. Reports to be included in your Print Schedule you will be further prompted for the Agents and or the Activity Codes you wish to have included within these Reports These further steps are described on Pages 156 Agent Audit Report 161 Activity Code Report by Skillset 165 Activity Code Report by Agents and 169 Activity Code report by of Pegs To save your Monthly Schedule click on the Submit button You will be presented with the Your Monthly Schedules page shown below To leave the Monthly Schedule Skillsets page without saving any changes you might have made click on the Cancel button You will be returned to the Your Monthly Schedules page When you have created a Monthly Schedule it will appear in the Your Monthly Schedule page as shown below Issue 02 05 Reporting for Call Center Set Up and Operations Guide 80 Using Reporting for Call Center Y http localhostrec schedule _pages monthly_schedules asp Microsoft Internet Explorer E E 101 x File Edit view Favorites Tools Help ay x 12 l i CAs ds ei Que O A A A Osma Hironn Wies O 3 Address al http flocalhost rec schedule_pagesfmonthly_schedules asp Do Links z Google Y Bo Searchweb g2 Ei za blocked F auton EJ ed options 4 NORTEL NETWORKS Your Monthly Schedules Print Schedules Your monthly print schedules appear below help is available by clicking the Daily Schedules help button
80. Search Web Eh 74 blocked E autor D fed Options 4 NGRTEL NETWORKS Add Weekly Schedule Print Schedules Reports Please select the day on which you wish Daily Schedules Answered Calls Report to have your weekly scheduled reports Weekly Schedules printed Monthly Schedules Monthly Sech lM Abandoned Calls Report Monday z Real Time M Abandoned Calling Line ID Report Select printer I Agent Capacity Report HP DeskJet 840C 841 C 842C 843C IT Help Request Report Agent Alarms Report period start time Wallboard Setup Y Call Average Report 00 y oo y CiAgent Average Report Report period end time I Agent profile Report E E E E Cancel Time Bins Setup Reports I Agent Activity Report I Agent Audit Report FT Activity Code Report By Skillset T Activity Code Report By Agent I Activity Code Report By of Pegs 7 Summary Report IT Call Profile Report 7 Incoming Call Report TF Help Request Unanswered Report Schedule Name WeeklyCalls Print time os Jan DI E El bone 3 Local intranet E Figure 53 Add Weekly Schedule Page Example Schedule Mary Smith has selected the Answered Calls Abandoned Calls CLID and Call Average reports to be printed at 08 30 on Mondays Her schedule is Called WeeklyCalls The reports will start to be generated at 08 30 on the HP 840C DeskJet printer The reports will cover the period from midnight to midnight for each day To save you
81. Table siirsin aena iaaa aaa ad aai eedan aeaa aai 179 Call Profile Report Graph irissen een aiina iare i aana aa Ea i aie daia aaaea aa 181 Incoming Mee 182 Incoming Call Report Table 184 Incoming Call Report Graphie 186 Unanswered Help Request Report 188 Agent Average Report by Agent 191 Agent Activity Report by Skillset nn nanann arc nnn rca rra rar rn 193 Issue 02 05 Reporting for Call Center Set Up and Operations Guide iv Table of Contents Reports Explained WE 197 Answered Calls Reports ia ab 197 Abandoned Call Report 199 Abandoned Calling Line ID Report 201 Help Request Report kee a da bt 205 Call Average Report escriuec tad da tale aha di dada 207 Agent Average REPO iii dai 208 Agent Profile Report cit adidas 210 Agent Activity Report iii dadas 212 Agent Audit Report miii dades 213 Activity Code Report by Gkillset nc nro ronca d nn arras 214 Activity Code Report by Agent 216 Activity Code Report by of Pegs oomococinnncccnnncoccccononnnnnnono no nanonn coca non nora nnn nn rra r anna ran rr rnnrn rana 218 Summary Repor cuco ia dt at EEN 220 Call Profile Report kee deed ida 222 Incoming Call Report siensia REREdE NEEN e dc did 224 Unanswered Help Request Report 225 Agent Average Report by AQennt c ccccccceeececceeeeeecseeeeeessesnecedenenenesaenenmeseeteeeenseneneestenaeeessenemestiaeee 226 Agent Activity Report by Skillset cece cece eee eeeeeeeeeeeeaeeeeeeaaeeeeeaaaeeeeeaaeeeeseaeeeeseaeeeeeseeeeen
82. This chapter describes the installation prerequisites and how to install the Nortel Networks Reporting for Call Center software on the Windows Personal Computer you wish to use as the Web Host PC The Web Host PC is the one which will communicate with Nortel Networks Call Center The Web Host PC also stores the Call Center statistical database and the Nortel Networks Reporting for Call Center user interface which is configured as a web site Other network users can use Internet Explorer to browse to the Nortel Networks Reporting for Call Center web site on the Web Host PC to access the software features and obtain Real Time displays and Reports Upgrading to Reporting for Call Center This chapter describes the first time installation of Nortel Networks Reporting for Call Center on a Web Host PC that has never had Nortel Networks Reporting for Call Center installed on it If you are upgrading from Call Center Reporting 2 5 3 0 or 3 5 please refer to the chapter titled Upgrading to Reporting for Call Center on Page 228 If you are upgrading from a previous version of Nortel Networks Reporting for Call Center to a newer version of Nortel Networks Reporting for Call Center please refer to the section titled Upgrading a Previous Version of Reporting for Call Center below Upgrading a Previous Version of Reporting for Call Center In order to perform an upgrade of a previous installation of Nortel Networks Reporting for Call Center please do the
83. UE Ve UE 65 lu ee VE HIT 74 O NN 83 Using the Real Time Options oeiia a EE EEE RRE 83 Real Time SUMMA cortito ege eeSEeE Caa TEE ARETE Larra ita NE EERS EATER 83 Real Time Summary Agent Gummanm cooococcccncooncccononononononcnnnonanc cnn nana n arrancar rra 85 Real Time Summary Call Gummar cnn nana narran narrar rare 86 Hiding the Real Time Panels oesreste anadas ka ai iann 88 RealTime E UE 88 ENEE 89 Agent Detail raiser erneta diana 91 Agent El EN 94 Wallboard Setup EE 97 INTO UCI ET 97 Message eu 98 Parameter Messages geess iad Zeene EE 98 Scrolling Ee EE 98 Summary Mes gees iii diia 100 Using the Wallboard Options eroien A A O AAAG 100 Wallboard Assignment Page ikonisena iiaee arc e 101 Add Wallboard Page ci dai 103 KE ee HEET 105 Wallboard Messages Page caironar aroari a REEE E AATE A AEAEE AAEE 108 Stee ee 111 Ehe leese ee A EE 117 InStant MeSSages iii da 122 E en EE E ncaa ach ceases acct A cee ence 125 Reports Introductions iii es es en hs ita eee Eer 125 GM eral isiete eg it tl aah otal Marie a asada caer 125 Report enee ET 125 el all EL EE 125 Voice and Multimedia Calls oooonooconnnnicnnnnoccccnnoncccnnnonnncnonannn cnica nana REA AEE ATE rr rn rn 125 Directand Indirect Cals cio ira laicidad 125 Calls and Call Nee EE 126 Call Transactions and the Direct and Indirect Calls ocoonnninnnncnnnnn coccion nccananaracannnarncc 126 E te e 127 Report He aders coca 127 Report Viewer Toolba
84. Using Reporting For Call Center 111 tt wallboard spene malbami messages Int asholi 0 3 7 9 Morreectt Intanet Emplarar RTEL NETWORKS Messages Vaw Messages appear bakra Masas 3 Th ite Hot A p r tum to Er e is a E posing Ehi Lay Out A emoon Sh Log h Edt See Figure 81 Assigned Messages List Example Messages Now that messages have been assigned to these Skillsets they can be used in Alarms or Schedules You can use the Edit button to amend the details of a Message and you can use the Delete button to remove a message from the list altogether Alarms Selecting the Alarm option presents you with the Assigned Alarms page shown below Issue 02 05 Reporting for Call Center Set Up and Operations Guide 112 Using Reporting for Call Center SE localhost ot malbowni SC walls i sarma ba tag vkataris 0 3 7 9 Meroni Internet fxplerer Fie E Wa Frakes Ip Heb a SS Om 9 ELEA Gae BR Et ti E Gg Y Bose gi rs Elo NERTEL NETWORKS Assigned Alarms Your alarma appear below You do not have any adams configured for thes Siles Figure 82 Assigned Alarms Page The Assigned Alarms list will be empty initially To create an Alarm click on the Add button You will be presented with the Add Alarm page shown below Reporting for Call Center Set Up and Operations Guide Issue 02 05 Using Reporting For Call Center 113 3 sep decada rrr wallbount peges adl vam aesix
85. _coder by Met aprilia tal 2 aProre 2901 1207 20008 DO DOs To TDO 12 DVN IZI DI DO Googe sr Si rra lor O com 2 Select Activity Codes Please select Artis Codes torpon on Figure 127 Select Activity Code page This page allows you to specify which Activity Codes you wish to have included in the report You can click on a single Activity Code to highlight and select a single Activity Code you can click the Select All button to highlight and select all Activity Codes and you can hold down the Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports 171 Control CTRL key and click on individual Activity Codes to highlight and select a selection of Activity Codes on which to report Note that if you have no Activities created in the Call Center or if no Agents have ever entered an Activity Code you will be presented with Select Activity Code page with a message informing you that you have no Activity Codes to choose from This is shown below feet 8 bet Nocethost ker jrepart_pagerpat_actra codes bry stet pri rara 121097 2000 DO DORs To 21012 DABLE 29 00 Ges El ssh GEZ rebota Qu dopo 2 Select Activity Codes Please sakit Acthaly Codes to rapan on Mo acthty codes were entered for the period requested Figure 128 Select Activity Codes page No Activity Codes Clicking on the Show Report button which is visible on the Activity Code Selection page when there ar
86. able to overflow shortly If any calls have waited in excess of the Overflow Threshold the background to this cell will change to red Note that if a call had passed the overflow threshold in one Skillset and was then Moved to another Skillset due to the call routing that had been configured the call will appear in the new Skillset and the cell background will be red as this call has already passed the overflow threshold of the original Skillset it was in Abandoned Hour Day Indicates the number of calls that have abandoned in the Skillsets in the current hour and in the current day Answered Hour Day Indicates the number of calls that have been answered by the Agents in the Skillsets in the current hour and in the current day On Hold Indicates how many calls are placed on hold Longest Waiting Time Indicates the waiting time of the call that has waited the longest out of the list of currently waiting calls Unread Skillset Mailbox Msgs Indicates the number of voice mail messages in the Skillset Mailbox which have not be listened to Ifthere are any messages which have not been listened to the cell background will be red GOS Indicates the Grade of Service being offered to incoming callers Agent Detail The Agent Detail Real Time screen presents a detailed display of the individual status of the logged in Agents together with some statistics relating to calls answered and made by the Agents These statistics will update i
87. above Weekly Schedules Monthly Schedules Name Skillset Created PrintTime l RealTime e MonthiyCalls Eier 2009 08 30 Edit _Delete Agent Alarms Add Wallboard Setup Time Bins Setup Reports S E Done ad Local intranet ZL Figure 61 Your Monthly Schedules Page with a Schedule in the List Note that each Schedule can be identified by the Schedule Name that was provided earlier when the Schedule was created Beside each listed Schedule are two buttons The Edit button allows you to change the settings for a Schedule The Delete button allows you to remove the Schedule completely Edit Clicking on the Edit button presents you with the Edit monthly Schedule page shown below Reporting for Call Center Set Up and Operations Guide Issue 02 05 Using Reporting For Call Center 81 e http localhost rec schedule_pages edit_monthly_schedule asp schedulelD 3 Microsoft Internet Explorer File Edit view Favorites Tools Help ay Qm O xX 2 D Osea feros Wine il BR B Address al http localhost rcc schedule_pages edit_monthly_schedule asp scheduleID 3 Do Links gt Google y search web E74 blocked fEl Auton EJ Fd Options 4 NORTEL NETWORKS Edit Monthly Schedule Print Schedules Please select a report Daily Schedules Y Answered Calls Report Weekly Schedules Select printer Monthly Schedules e A PSSS Abandoned Calls Report HP DeskJet840C 8410
88. ae Oev Train Dakta Sala Saara Croata Favourite Sub Cancal j PE EE Reeg Figure 136 Incoming Call Report Skillset Selection page This page allows you to select the Skillsets you wish to have included in the report and to specify the time period you wish the report to cover The time period is specified by providing a From Date and From Time and a To Date and a To Time The From Date specifies the first date you wish to have included in the report Information from days before the From Date will not be included in the report The From Time specifies the time on the From Date from which you wish to have data included in the report Information from times before the From Time on the From Date will not be included in the report The To Date specifies the last date you wish to have included in the report Information from days after the To Date will not be included in the report The To Time specifies the time on the To Date after which data will not be included in the report Information from times after the To Time on the To Date will not be included in the report Drop down menus allow you to choose dates and time values The Incoming Call Report Skillsets page allows you to select which Skillsets you wish to have included within the report e Fora discussion of using Skillset Selection lists see page 60 Issue 02 05 Reporting for Call Center Set Up and Operations Guide 184 Reports e Fora discussion on
89. age allows you to enter the details of your company or site Completing this page is not a requirement for the correct operation of Nortel Networks Reporting for Call Center 1t is purely a means of recording where the software is installed Reporting The Reporting option presents you with the Main Menu page shown below Issue 02 05 Reporting for Call Center Set Up and Operations Guide 46 Administration A http Mocalhost rcc main main_index asp Microsoft Internet Explorer File Edit View Favorites Tools Help Q sxx bd EN a Le JO search Se Favorites S media e A d s Address E http flocalhostfrccmainimain_index asp v SE Links NORTEL NETWORKS Main Menu Print Schedules Welcome System Manager Real Time aot this screen you can navigate to the various areas of Reporting for Call enter Agent Alarms Help is available within each section from the help tab at the top of screen and you may log out at any time by pressing the log out button Wallboard Setup Time Bins Setup Reports Local intranet Figure 35 Main Menu Page This allows you to use the application exactly as if you had logged in as a User This is the first page a non Administrative User will see when they log in Reporting for Call Center Set Up and Operations Guide Issue 02 05 Using Reporting For Call Center 47 Using Reporting for Call Center 5 Logging In Using Internet Explorer browse to the URL of your Nor
90. age allows you to specify the which reports you wish to have included in the Schedule and when it is to be printed You may also specify which period of the day the reports will contain You must also specify a name for your Schedule and which printer you wish to have the reports generated on To select a report to be included in the Schedule click the check box beside the report name Selected reports will have a tick in the check box beside their name You can of course select multiple reports Issue 02 05 Reporting for Call Center Set Up and Operations Guide 68 Using Reporting for Call Center The reports will be generated for a calendar week You must specify which day and at what time you wish to have the Weekly Schedule reports generated Note Weekly Schedules generate reports on the specified day at the specified time However the reports generated contain information from the previous calendar week An example will make this clear Suppose a User created a Weekly Schedule that would print on a Saturday They create this Schedule on September 10 2003 On Saturday September 13 the Weekly Schedule would generate Weekly reports These Reports would contain information relating to the week September 17 September 7 Reports containing the information relating to the week September 8 September 14 would be printed on Saturday 20 September and so on September 2003 Mon Tue Wed Thu Fri Sat Sun 1 2 3 4 5 6 7 8 9 10 11
91. agesiconfiguration_index asp Microsoft Internet Explorer File Edit View Favorites Tools Help Q sxx bd EN a Le P Search 2 Favorites S media e CH vas Address Si http flocalhost rcc configuration_pages configuration_index asp v SE Links gt NORTEL NETWORKS Configuration Menu Print Schedules Please select a configuration option from the menu on the left Real Time Agent Alarms Wallboard Setup Time Bins Setup Time Bins Setup Reports Kl Local intranet Figure 39 Time Bins Setup Configuration Menu Page Selecting the Time Bins Setup option presents you with the Time Bin Setup page shown below Issue 02 05 Reporting for Call Center Set Up and Operations Guide 52 Using Reporting for Call Center E http localhost rcc configuration_pages multi_time_bin_index asp Microsoft Internet Explorer File Edit View Favorites Tools Help mf gt se Rona O wee a Gr O x A D Alh Te ravortes meda 62 i 3 Address E http localhost rcc configuration_pages multi_time_bin_index asp a Go Links gt Google E search web gt 3 E za Heed E Autori EJ fed options 4 NORTEL NETWORKS Time Bin Setup Print Schedules Please select the Skillsets for which you wish to assign time bins Real Time Skillset list Development Agent Alarms Sales Training Wallboard Setup Time Bins Setup Time Bins Setup Reports Assign Time Bins E v Loc
92. al intranet A Figure 40 Time Bin Setup Skillset Selection page The Time Bin Setup Skillset selection page allows you to select a Skillset you wish to set Time Bin values for Note that the list of available Skillsets for our Example User Mary Smith only contains those Skillsets assigned to her by the Administrator Click on any of the displayed Skillsets to highlight the Skillset you wish to set the Time Bin values for and then click on the Assign Time Bins button You will be presented with the Time Bins values page shown below Reporting for Call Center Set Up and Operations Guide Issue 02 05 Using Reporting For Call Center 53 A http localhost rcc configuration_pages time_bin_setup asp single true amp skillsets 3 Microsoft Internet Explorer i 10 xi File Edit view Favorites Tools Help a Q ra H O x x 2 TR JO Search 2 Favorites QA Media s E kel 3 Address E http flocalhost rcc configuration_pages time_bin_setup asp single truegskillsets 3 Google y fo search web g Ei za blocked El autorii EJ Ed options 4 Ec us gt Print Schedules Real Time Agent Alarms Wallboard Setup Time Bins Setup Time Bins Setup Time Bins Please enter Time Bin values below mm sc Abandoned Time Bins MM SS Time bin 1 00 ro Time bin 2 00 z 20 Time bin 3 00 7 307 Time bin 5 007 50 Time bin 6 or 2 053 Answere
93. al wallboards can be driven in any of the supported languages selected from the list Type This indicates whether the wallboard is a hardware wallboard or a software SoftBoard Any of the available parameters can be used on either the hardware or the software wallboards The parameter spacing on the hardware wallboard allows for the display of two 3 digit and one 4 digit parameter per line giving 6 parameters in total The two parameters at the right hand end of the wallboard are able to display up to 4 digits at a time Those parameters that are able to reach 4 digits can not be configured for the positions which can only display 3 digits See Wallboard Parameters below Title This checkbox indicates whether the wallboard is to be configured with a title A title is a string of text up to 16 characters in length which is displayed on the top line of a hardware wallboard and above the parameter list on a SoftBoard In both cases it reduces the number of parameters which can be displayed by the wallboard to 3 Title Text If the Title check box is selected thus field is editable to allow you to define the text to be displayed as the title Buzzer If this check box is selected the wallboard will emit a short bleep whenever a Summary Message or a Scrolling message is sent to it It will also bleep when a parameter goes into alarm even if there is no Alarm Message associated with the alarm a static alarm Summary If this check box is sel
94. all merine Private Switched Telephone Network Call a regular voice call Real TIME curs Information is available that displays the current states of Skillset Calls and Agents This information is refreshed approximately every 3 seconds These displays are called the Real Time Screens Information can also be displayed on hardware and software TCP IP enabled wallboards to provide Real Time information to the Call Center Agents Stat Time Bins A collective term for the Abandoned Time Bins and the Answered Time Bins Supervisor Monitoring If a Supervisor is monitoring an Agent the Supervisor is displayed in the Real Time in Brown and the Status column will say Monitoring Ai dos Transmission Control Protocol Internet Protocol A protocol developed by the US Department of Defense for communications between computers It has become the de facto standard for data transmission over networks including the Internet TCP and IP are transport and address protocols TCP is used to establish a connection for data transmission and IP defines the method for sending the data in packets te ere ege A string of text displayed on the top line of a wallboard This restricts the wallboard to being able to display 3 parameters only LS saan eee ee ane oe A User is a person who has been allocated a Username and Password to allow them to use Nortel Networks Reporting for Call Center Users can configure some elements of their usage
95. all Center Delete Button Clicking on the Delete button will remove the wallboard definition from the system entirely and will remove its listing from the Wallboard Setup page Y ou will be asked to confirm the deletion and you will be returned to the Wallboard Setup page Wallboard Messages Page The Messages option allows you to create and store messages which can be used as Alarm or Scheduled messages Selecting the Messages option presents you with the Assigned Messages page shown below This page will list all of the messages which have been configured Any message can be used by any Skillset Initially the list of Assigned Messages will be empty as shown Porto lecalhoet rrr wabbourt pages alice messages datado 0 3 7 9 Meresc t Internet Emplarar Fie Et Wm Fares Tos Hip Om O 2012 pom rr Qee ie BAS Address http Nacebhest nce Mulibaard_pegen relbourd_rasrages E Ges El Beste ei l E bhoched Luin felacion EI NERTEL NETWORKS Messages You Messages appear Fake Real ima You do nat hint any massages configured for these Shilsats Ada Apem Alarmas Walla Seen Waterers Art DIANA Figure 78 Assigned Messages Page Clicking on the Add button will present you with the Add Messages page shown below You may type your message text into the field Reporting for Call Center Set Up and Operations Guide Issue 02 05 Using Reporting For Call Center 109 Note that
96. an overview of the conceptual organization of the Nortel Networks Reporting for Call Center product Describes the minimum specification for the PC required to host Nortel Networks Reporting for Call Center Describes how to install Nortel Networks Reporting for Call Center Describes the Administration duties and configuration that must be conducted to ensure that Nortel Networks Reporting for Call Center operates correctly Describes the usage and configuration of Nortel Networks Reporting for Call Center from a User s perspective Describes the reports that are available within Nortel Networks Reporting for Call Center Describes how you can upgrade from a previous installation of Call Center Reporting 2 5 3 0 or 3 5 to Nortel Networks Reporting for Call Center Describes the terms used within this User Guide Lists any other documents referenced from within the body of this document Reporting for Call Center Set Up and Operations Guide Issue 02 05 How to Use this Guide3 Index A cross reference of topics in this User Guide Issue 02 05 Reporting for Call Center Set Up and Operations Guide 4 Introduction Introduction 2 Introduction Nortel Networks Reporting for Call Center is a browser based Real Time information and Historical Reporting tool for Nortel Networks Call Center Nortel Networks Reporting for Call Center provides e Real Time windows showing current Call Center activity for Calls a
97. and To fields will be greyed out if there is only a single page in the report Exporting the Report When you have specified the settings you wish to use such as file name and file format click on the OK button to export the report When the report has been exported Nortel Networks Reporting for Call Center will offer to open it to allow you to view it Note If you do not have the appropriate viewer installed on your PC then Nortel Networks Reporting for Call Center will not be able to open it to allow you to view it You must also have used the appropriate file extension for the selected file format Report Magnification The required report magnification can be chosen from the drop down menu Note To make sure your printed report fits the paper in your printer you must select Page Width from this menu and ensure that you have selected the correct paper size in the Report Printer Selection Window see Page 128 Note that once you have selected Page Width the displayed value reflects the actual magnification 1t does not display the text Page Width Report Navigation The Arrow head icons and the page field can be used to move forwards or backwards one page directly to the first or last page or directly to a specific page Typing a page number into the page field and pressing the Enter key will move you directly to that field All of the navigation icons will show a tool tip if you position the mouse pointer over them and wait f
98. any schedules defined Click add to begin adding schedules Real Time Add Agent Alarms Wallboard Setup Time Bins Setup Reports E Done nie Fa Local intranet x Figure 57 Your Monthly Schedules Page Clicking on the Add button will present you with Add Monthly Schedule page shown below Reporting for Call Center Set Up and Operations Guide Issue 02 05 Using Reporting For Call Center 75 A http localhost rcc schedule _pages add_monthly_schedule asp Microsoft Internet Explorer File Edit View Favorites Tools Help Q sxx Ka x E CA ZZ Search Sie Favorites S media amp A ES Ki gt SS Address a http flocalhost rce schedule _pagesfadd_monthly_schedule asp i Si Go vi Search Web y Eh 89 blocked E Autor D fra Options a NORTEL NETWORKS Add Monthly Schedule Print Schedules Please select a report Daily Schedules C Answered Calls Report Weekly Schedules Monthly Schedules Fy Abandoned Calls Report Jaws PDF Creator Real Time O Calling Line ID Report Report period start time Agent Capacity Report 00 v 00 Real Time Setup Help Request Report Report period end time Wallboard Setup C Call Average Report 23 y E x ClAgent Average Report Configuration f P Agent profile Report Submit Reports O Agent Activity Report D Agent Audit Report C Activity Code Report By Skillset DiActivity Code Report By Agent C Activity
99. as a single software installation onto one PC This PC is the Web Host PC which acts in a similar fashion to the Master PC in the old Nortel Networks Call Center Reporting 2 5 3 0 and 3 5 streams The Web Host PC stores the historical statistical databases It communicates with the Call Center in order to obtain the historical statistical information and Real Time screen information The wallboards are also driven from the Web Host PC See the chapter Installation on page 8 Can the old Master PC be used as the Web Host PC If the PC hardware and Operating System meet the minimum specifications then the answer is Yes See the question Can the new software co reside with the old software below See the Minimum Hardware Requirements on page 6 and the Operating System Compatibility on page 7 Why is there No Multiple Client software to install In the Call Center Reporting 2 5 3 0 and 3 5 streams the customer had to install Multiple Client software onto other PCs in order to view the Real Time screens or Reports from those PCs With Nortel Networks Reporting for Call Center the users of those other PCs use Internet Explorer to browse back to the Web Host PC in order to access the Real Time screens and Reports There is no Client software required for the Users on those other PCs Do I have to remove the old Nortel Networks Call Center Reporting 2 5 3 0 or 3 5 software No see the question Can the new
100. as answered a Multimedia Call Center Call Incoming Chat Agent is on a Multimedia Call Center Chat session Incoming Non Call Center Agent has answered a non Call Center Call from an external party Not Ready The Agent is in the Not Ready state Out example User Mary Smith has specified various values as can be seen below Reporting for Call Center Set Up and Operations Guide Issue 02 05 Using Reporting For Call Center 97 e DI Lee ahzat rrr reabre sgtep Zeugtz rnal Fr auer vettiga shilim J Microwelt Sebereet Capia o me ER Fakes Toos Hep Ei Qee O 012 Aln rros res E 0 MA Address 2 http locales rceredares_salup radi Lisa e sert rt emi fede 3 0 Googe zl serch GE Ei za packe Hu Agent Alarms Values Agent State Teseshold PRESS Rea Twa Aidh fis sj 0 inamica to fn toos 1 org EIS BOSA Hermes Setups icme bel be Waad Sera income m a oy locomagchar z 00 Incoming non CC faz oa d A fos on Sire Gel Ejere DO 1 Not S Figure 71 Agent Alarms Values Page To save the Agent Alarms Values settings you have made click the Submit button You will be returned to the Agent Alarms Setup page To leave the Agent Alarms Values page without saving any changes you might have made click the Cancel button You will be returned to the Agent Alarm Setup page Wallboard Setup Introduction If you have been allocated the rights to the Wallboard Setup option b
101. ase salact a parad and a Shilset to rapan on All aganta who have logged into that Shilsat wil ba reported en Information fom al of tha Skibeza that Muti Shilset Aganta med into wil be included Real Time Agent Ai R From diate 31 Y Mar 204 From time 00 Y 00 To date 131 4 Me 2004 ege 23 59 v Walboard Sap Sil sets Time Bins Setup Reports Shaw Aapon Cancel Figure 110 Agent Profile Report Skillset page This page allows you to select the Skillset you wish to have included in the report and to specify the time period you wish the report to cover The time period is specified by providing a From Date and From Time and a To Date and a To Time Note that the report is agent based not Skillset based This means that when you request a report on a Skillset the report will include all of the Agents who were logged into that Skillset during the requested period For Multi Skillset Agents the report will include all of the activity of the Multi Skillset Agents for all Skillsets into which they were signed during the report period If this was not the case and the report was limited to the Agent activity for the requested Skillset only you would need to run the same report for each Skillset that each of the Multi Skillset Agents was logged into to see a full picture of their activity The From Date specifies the first date you wish to have included in the report Information from days before the From Dat
102. associated with each Activity code per Agent This is a quick and easy way of determining which activities or call types each A gent has spent most time on or been most frequently involved with which might not be the same thing Activity Codes can be used to determine different things Ifan Activity Code represented each magazine or publication in which advertisements had been placed and each incoming caller was asked to say where they saw the advertisement they were responding to it is easy to build up a picture of which publications are the most effective vehicles for your advertisements Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports Explained 219 Activity Codes can be used to identify different types of call For example a Help Desk could have activity codes for different products that they support It is then easy to see which products generate the most calls or which product support calls have the highest average talk time Activity Codes can be used to represent Agent activity as a result of a call for example Activity Codes could be established to represent Credit Account Application Letter Sent or Catalog Posted etc Issue 02 05 Reporting for Call Center Set Up and Operations Guide 220 Reports Explained Summary Report Y Cryvtel Reports ActiveX Y Mirean Internet Explorer x a o ii Persa we A A ten LASS Compa Name Happy Daze Pharmacy Repeat Tide Summary
103. ate and From Time and a To Date and a To Time The From Date specifies the first date you wish to have included in the report Information from days before the From Date will not be included in the report The From Time specifies the time on the From Date from which you wish to have data included in the report Information from times before the From Time on the From Date will not be included in the report The To Date specifies the last date you wish to have included in the report Information from days after the To Date will not be included in the report The To Time specifies the time on the To Date after which data will not be included in the report Information from times after the To Time on the To Date will not be included in the report Drop down menus allow you to choose dates and time values Click on the Submit button to view the report Click on the Cancel button to return to the Report Menu page The Help Request Report is shown below Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports 143 Y crevtel Rugarta ActiveX Varmar Mirari Internet Explarar x oaks 14 0 ra 8 Papa NORTEL NETWORKS Company Name Happy Daze Drog Store Report Tile Help Regeest Report Report Period 22 Jae 204 00 00 00 ze 27 Jas 2004 23 0500 Report Crested 22 Jan 2004 192447 Dita Timastare 22 Jae 2904 152347 Figure 105 Help Request Report This report lists each Supervisor that has answered a Help Request
104. ates the number of Indirect Calls that have been answered in the Skillset Indirect Calls have been handled by the Call Routing of another Skillset or by the Agent so f another Skillset before they arrived in this Skillset Separate figures are presented for voice calls and Multimedia Calls calls conducted through the use of Nortel Networks Call Multimedia Center Agent Indicates the number of calls that have been answered by the Agents in this Skillset Separate figures are presented for voice calls and Multimedia Calls calls conducted through the use of Nortel Networks Call Multimedia Center VM Indicates the number of calls that have been answered by the Voice Mail in this Skillset Separate figures are presented for voice calls and Multimedia Calls calls conducted through the use of Nortel Networks Call Multimedia Center Oper Indicates the number of calls that were presented to this Skillset but which were eventually answered by the Operator Separate figures are presented for voice calls and Multimedia Calls calls conducted through the use of Nortel Networks Call Multimedia Center Overflow Agent Indicates the number of calls that were presented to this Skillset and which were answered by Overflow Agents Overflow Agents are Agents in another Skillset who are automatically temporarily considered to be in the Skillset that the call was originally targeted at Separate figures are presented for voice calls and Multimedia Calls
105. ations Guide Issue 02 05 Using Reporting For Call Center 67 3 http localhost rcc schedule_pages add_weekly_schedule asp Microsoft Internet Explorer File Edt View Favorites Tools Help a Qu gt O x EN EE Le Favorites S media La s B Address a http localhost rec schedule_pages add_weekly_schedule asp y Go Links Google GP search web gt 3 E za Heed E Autori EJ fed options 4 N RTEL NETWORKS Add Weekly Schedule Print Schedules Reports Please select the day on which you wish Daily Schedules D se calls Report to have your weekly scheduled reports Weekly Schedules printed Monthly Schedules I Abandoned Calls Report Monday zl Real Time I Abandoned Calling Line ID Report Select printer I Agent Capacity Report Nortel Fax Agent Alarms 3 Help Reest Repent Report period start time Wallboard Setup F Call Average Report oo zs 00 y Agent Average Report Report period end time FT Agent profile Report 23 59 y Cancel Time Bins Setup Reports I Agent Activity Report I Agent Audit Report T Activity Code Report By Skillset FT Activity Code Report By Agent I Activity Code Report By of Pegs I Summary Report 7 Call Profile Report FT Incoming Call Report 7 Help Request Unanswered Report Schedule Name Print time 07 00 y zi Done Local intranet a Figure 51 Add Weekly Schedule Page The Add Weekly Schedule p
106. ator O Reporting K Local intranet Figure 26 Edit User Page This is similar to the Add User page but the User detail fields are already populated with the currently stored details for the User Delete Use this option to remove the details of a User completely Note If you Delete a User and subsequently wish that you hadn t you will have to Add the User again by using the Add User page and entering their detail once more When you click the Delete button you will be prompted to make sure that you wish to remove the User If you do not wish to remove the User click the Cancel button if you are sure you wish to remove the User click the OK button In both cases you will be returned to the User Admin page but if you decide to remove the User they will no longer be included in the list of configured Users Reset Password This button allows you to reset the password of the User to 0000 This will mean that the User must use the password 0000 when they next login and they will be forced to select a new password Use this option when a User has changed their password to something and then forgotten what it was Issue 02 05 Reporting for Call Center Set Up and Operations Guide 38 Administration When you click the Reset Password button you will be prompted to make sure that you wish to reset the password for the User If you do not wish to reset their password click the Cancel button if you are sure you wish to
107. ay for a single Alarm For example a 24 hour Call Center which has 25 Agents active during the day might have an Alarm Message set to be triggered if 6 Agents are Not Ready concurrently but at Night they have a skeleton staff of 4 Agents and so they want to have the same Alarm Message triggered when only 2 Agents make themselves Not ready Alarm messages scroll at least twice on the wallboards Ifthe alarm is still valid when the message has scrolled at least twice the normal numerical display will be shown for 5 seconds before the alarm message is re scrolled If several alarms are triggered at once they will be scrolled to the wallboard as follows Assume three alarms are triggered concurrently The first alarm message is scrolled at least twice then the normal numerical display is shown for 5 seconds The second alarm message is then scrolled at least twice and the normal numerical display is shown again for 5 seconds If the third alarm is still valid then the third alarm message is scrolled at least twice and the display then returns to the usual numerical display for 5 seconds Issue 02 05 Reporting for Call Center Set Up and Operations Guide 100 Using Reporting for Call Center If the first alarm is valid it is scrolled again If it is not valid then the second alarm is checked to see whether it is valid If the second alarm is valid it is scrolled again If it is not valid then the third alarm is checked to see whether
108. be able to view reports you will see the Report Viewer window with a red X in the top left corner If you see this you can start the installation process manually On the Web Host PC in Program Files Common Files Crystal Decisions 2 0 crystalreportviewers ActiveX Viewer en there is a file called npviewer exe This file should be copied to the Client PC and executed there This will install the ActiveX viewer Reporting for Call Center Set Up and Operations Guide Issue 02 05 Troubleshooting Reporting for Call Center 237 Real Time Screens on Client PCs The first time that the Real Time screens are viewed on a client PC that is some PC other than the Web Host Viewer a Java Run Time Module should be automatically installed onto the Client PC from the Web Host PC If this does not automatically happen you will not be able to view the Real Time screens To overcome this you can start the installation process manually On the Web Host PC in C Program Files Nortel Networks Reporting for Call Center Javadist there is a file called j2re 1_4 2 03 windows 1586 p exe This file should be copied to the Client PC and executed there This will install the Java Run Time Module Issue 02 05 Reporting for Call Center Set Up and Operations Guide 238 Glossary Glossary 10 Abandoned Calls Abandoned Calls are calls that ring in to the system and the incoming caller clears down the call because they do not wish to wai
109. be presented with the Your Weekly Schedules page shown below To leave the Weekly Schedule Skillsets page without saving any changes you might have made click on the Cancel button You will be returned to the Your Weekly Schedules page Reporting for Call Center Set Up and Operations Guide Issue 02 05 Using Reporting For Call Center 71 When you have created a Weekly Schedule it will appear in the Your Weekly Schedule page as shown below To leave the Add Weekly Schedule page without saving any changes you might have made click on the Cancel button You will be prompted to confirm that you do not wish to save your changes You will be returned to the Your Weekly Schedules page Note If you select the Agent Audit Report the Activity Code Report by Skillset Agent Activity Code Report by Agent or the Activity Code Report by of Pegs Reports to be included in your Print Schedule you will be further prompted for the Agents and or the Activity Codes you wish to have included within these Reports These further steps are described on Pages 156 Agent Audit Report 161 Activity Code Report by Skillset 165 Activity Code Report by Agents and 169 Activity Code report by of Pegs When you have created a Weekly Schedule it will appear in the Your Weekly Schedule page as shown below Issue 02 05 Reporting for Call Center Set Up and Operations Guide 72 Using Reporting for Call Center Y http loca
110. ble File System Real Time Protection to remove the tick Alternatively you can try deactivating the Nortel Networks Reporting for Call Center diagnostic logging if it is activated see Page 43 Anti Virus packages vary in their implementations and in the granularity with which you can adjust their operational parameters Typically however the settings which you can adjust that would make the Real Time Screens appear sluggish in updating are the real time file scanning settings Note real time in this context means that the Anti Virus software scans the files on your computer constantly it does not refer to the Reporting for Call Center Real Time screens It is just a coincidence that both applications have features that have the words real time in their title e Some Anti Virus packages allow you to specify files with certain extensions which are to be ignored during virus scans If this is possible with your Anti Virus software instruct it to ignore files with log extensions e Some Anti Virus packages allow you to specify locations on your hard disk which are to be ignored during virus scans If this is possible with your Anti Virus software instruct it to ignore the location of the Reporting for Call Center log files By default this is Program Files Nortel Networks Reporting for Call Center Logs e Some Anti Virus packages allow you to disable or fine tune the real time scanning action of files and to isolate whic
111. boards with Ifthe Web Host PC has more than one IP Address because it has more than one Network Interface Card configured the drop down menu will be populated with the IP Addresses that have been configured for the Web Host PC This allows you to select which Network Interface Card to use for communication with the wallboards The Network Interface Cards are identified in the drop down menu by their configured IP Addresses You should select the IP Address which has been configured on the Network Interface Card which is connected to the same network as the wallboards Note that this is NOT the IP Address of the wallboard this is the IP Address that has been configured for the Network Interface Card in the Web Host PC Reporting for Call Center Set Up and Operations Guide Issue 02 05 Administration 29 Note that if you add a new Network Interface Card or other network type of device such as a USB Bluetooth device or if you enable a disabled Network Interface Card then you must reboot your Web Host PC in order for the new device to be detected and presented to you in the Select An IP Address drop down menu o When you click on the Submit button on the Call Center Connection page see Page 22 of the Reporting for Call Center SUOG you will see a popup message informing you that the data download might take some time and to please await further notification Microsoft Internet Explorer A This process may take a
112. by a Supervisor This report should be read in conjunction with the Help request Report see Page 205 to establish the total number of Help Requests and Agent is making This report can also be used to determine if a Supervisor is refusing too many Help Requests Issue 02 05 Reporting for Call Center Set Up and Operations Guide 226 Reports Explained Agent Average Report by Agent BB Report Wiesner Mi rrour Zrezwt sore x 8 amp jim zj is 4 Lem Prover Ay y ua Compara Name Report Mie Agere Average Report by Agent Repon Penod 11 Jan 2004 00 00 ro 11 Aug 2004 22 59 Repar Created 11 Ag 2004 11 22 Dats Timestsrmro 15 Jal 2004 05 0 Sritab Cowmepemre Tracing Cal Cerner Cal Mo of Transactions Anewered Average heomning Duradon 00 09 32 Hulimeda 00 00 00 a Soe SS E oeren SILLI 00 00 18 z Hutmeda Trametee SKILL Hubmeda Figure 164 Agent Average Report by Agent This report allows the work performed by each Agent in each Skillset they have logged into to be reviewed A report may include a single Skillset or multiple Skillsets If an Agent has been logged into more than one Skillset and those Skillsets were selected to be included in the Report then the activities ofthe Agent are segregated so that the work in Skillset is separately displayed Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports Explained 227 Agent Activity Report by Skillset y TIC Micros
113. ce Ses Pop M aco Gos Bon oca ab oop ei ce cor pog aca coc 505 aca cor 605 Figure 162 Incoming Call Report The Incoming Call Report relates to Incoming Direct and Indirect Calls not Call Transactions see Page 126 This report provides a consolidated one line summary of the call traffic into the Skillsets included in the report and the call handling of that traffic This report makes it easy to find the answers to such questions as how many calls Direct and Indirect were presented to the Skillsets and how many were Answered and Abandoned Of those that were Answered where were they answered and who by How many calls were answered before the Primary Alert lt P how many were answered after the Primary Alert but before the Secondary Alert gt P and how many were answered beyond the Secondary Alert gt S Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports Explained 225 Unanswered Help Request Report Internet Explorer D crystal Emparta A s AcboveX Varwe teroer xa a 7 4 e en a A Dana WER Company Name Happy Daze Pharmacy Report Title Unanswered Help Request Report Report Period 01 Mar 2004 08 00 to 21 Mar 2004 17 59 Report Created 21 Mar 2004 22 08 Data Timestamp 19 Mar 2004 10 55 Ami 1D 1 1 8 3 1 Figure 163 Help Request Unanswered Report This report shows the Help Requests that were made by Agents but which were not serviced
114. changes to the Daily Schedule click on the Submit button You will be returned to the Your Daily Schedules page To leave the Edit Daily Schedule page without saving any changes you might have made click on the Cancel button You will be returned to the Your Daily Schedules page Delete Clicking on the Delete button will remove the Schedule from the system entirely and will remove its listing from the Your Daily Schedules page You will be asked to confirm the deletion and you will be returned to the Your Daily Schedules page Weekly Schedules Selecting the Weekly Schedules option presents you with the Your Weekly Schedules page shown below Initially this will be empty Issue 02 05 Reporting for Call Center Set Up and Operations Guide 66 Using Reporting for Call Center e Ec lecethestieceschedele_ agua rey srbekeclas asp Moet Bakera Paparo Th BR an Fme bei et gt EA Geen a A ae aE ete e Ebc eg al NE Deen Your Weekly Schedules PristSchedslee or woolly print echa diles appear bakra help is aaalabla by clic tha A TAS haze ly Bee Em You donot have any echa dales defined Click add io begin adding se adas ai Tia Adal A Viti Segen Time Hise Sen Bretz zl Figure 50 Your Weekly Schedules Page Clicking on the Add button will present you with Add Weekly Schedule page shown below Reporting for Call Center Set Up and Oper
115. ction Please enter the IP address or network name and OCRS password below Cal Comer Conmecton IP addiesaTictwork nara tem Adrririsaradon Sya CORS password dii op Confim CCRS password Connection Sacurty Hips Htp O Company Datalta Make histoncal data requests every 15 Minutes Y Select mm P Address P Address Mot Selected Y Reporting mx Cancer Figure 17 Call Center Connection Page Enter the IP Address or the Network Name of the Call Center platform If you do not know what to enter here consult the Local Area Network Administrator for your site If you are entering the connection details for the PC on which the CallPilot 3 0 Application Server is running you must also specify the Port number for which K the Application Server has been configured This is indicated by entering the IP Address a colon and then the Port number For example If the IP address number was 10 1 1 150 and the Port number was 8079 the full entry in this field would be the 10 1 1 150 8079 When Nortel Networks Reporting for Call Center communicates with the Call Center to request Real Time or Historical Report data it includes a password in the data request This allows the Call Center to verify that the application requesting the data is authorized to receive it Issue 02 05 Reporting for Call Center Set Up and Operations Guide 28 Administration This password is set within the Call Center using Call
116. d Time Bins MM SS Time bin 1 00 00 Time bin 2 00 z 20 d Time bin 3 00 7 40 Time bin 5 01 7 20 Time bne 2 ez Reports Cancel Figure 41 Time Bins Page This page allows you to enter the time steps required to define the periods into which you wish to have calls that are Answered or Abandoned in these Skillsets categorized The steps used in the Time Bin periods need not be the same but the Time Bin periods must be set in ascending order For example if you want to have Nortel Networks Reporting for Call Center report on Answered calls grouping together the calls that were answered within 10 seconds the calls that were answered between 10 and 20 seconds the calls that were answered between 20 and 30 seconds the calls that were answered between 30 and 40 seconds the calls that were answered between 40 and 50 seconds the calls that were answered between 50 seconds and one minute you would set the Time Bins up to be 00 10 00 20 00 30 00 40 00 50 and 01 00 Note that Nortel Networks Reporting for Call Center would also include a category for anything greater than the last time period which in this example would be anything answered after 01 00 Issue 02 05 Reporting for Call Center Set Up and Operations Guide 54 Using Reporting for Call Center To save the settings you have made click the Submit button You will be returned to the Time Bin Setup Menu page To leave th
117. d all program updates Restart the computer when prompted Run LiveUpdate until you are told that there are no more updates available Turning off script blocking in Norton Anti Virus 2002 or 2003 To disable Norton Anti Virus Script Blocking 1 Start Norton Anti Virus 2 Click Options If a menu appears when you click Options then click Norton Anti Virus The Norton Anti Virus Options dialog box appears Reporting for Call Center Set Up and Operations Guide Issue 02 05 Troubleshooting Reporting for Call Center 233 System gt Auto Protect Help Manual Scan Exclusions Internet Email LiveUpdate Howto respond when a malicious script is found Ask me whatto do recommended Stop all suspicious activities and do not prompt me Other Activity Log Inoculation Miscellaneous TT H Figure 168 Norton Anti Virus Options Dialog 3 Click Script Blocking 4 Clear the Enable Script Blocking check box recommended 5 Click OK Restart the computer if prompted to do so Changing Agent Names If an Agent changes their name for example if they marry and take a new surname or if an Agent leaves and their Call Center Log In ID is allocated to another person this will affect the way in which Reporting for Call Center displays information for the Agent in the reports The reports will distinguish between the two identities associated with the single Call Center Log In ID as follows
118. d and Overflowed transactions No of Answered Call Transactions Indicates the number of Call Center transactions that this Agent has answered Call Center Call Transactions Average Incoming Duration Indicates the average duration of the Call Center Call Transactions answered by this Agent No of Break Time Instances Indicates the number of times this Agent received Break Time from the Call Center Average Break Time Duration Indicates the average duration of the Break Time periods this Agent received No Of Outgoing Calls Indicates the number of Outgoing Calls this Agent placed This does not include internal calls only calls that were made outside of the premises Average Outgoing Calls Duration Indicates the average duration of the Outgoing Calls that this Agent made Agent Activity Report by Skillset Clicking on the Agent Activity Report by Agent button presents you with the Agent Activity Report by Agent Skillsets page shown below Issue 02 05 Reporting for Call Center Set Up and Operations Guide 194 Reports 3 Nortel Networks Reporting tor Call Lemtre Mecrosott Internet Explorer Pie Eat Wen Parii rech Hep h n Q O DAG Pue fyre Que O I S E G a Si WH A A AA ET Lok El rr gt oia E Bess 4 Agent Activity Report By Skillset Please salact a parad and tha Shilsets to rapan on All aganta who have legged mo that Shilsat wil ba reported an Information farm al of tha Tom Schedules 1 o
119. d be done to display different Skillset statistics to a multi Skillset Agent for example Each copy of ipView SoftBoard would be installed on the Agent s PC with a different Port number In that case the corresponding wallboard entry in Nortel Networks Reporting for Call Center must be configured with the appropriate port number Wallboard Skillset This denotes the Skillset the wallboard is to report on That is the named Skillset is the Skillset from which Nortel Networks Reporting for Call Center will extract the statistical information to display on the wallboard If you wish to display system wide totals that is to have the information displayed represent totals derived from all Skillsets then select System from the drop down menu Issue 02 05 Reporting for Call Center Set Up and Operations Guide 104 Using Reporting for Call Center In other words assigning a wallboard to be a System wallboard causes Nortel Networks Reporting for Call Center to send statistics to that wallboard which represent the system totals For example the parameter AN agents not ready on a System wallboard shows the total figure for the AN values of all Skillsets added together Notice that the only Skillsets available in this drop down menu are the ones that our example User Mary Smith has had assigned to her by the Administrator Language This drop down menu allows the User to specify which language the wallboard should be driven in Individu
120. d by moving them from the Unassigned Skillsets list to the Assigned Skillsets list This is accomplished by highlighting the Skillset name you wish to assign in the Unassigned Skillsets list and clicking on the gt button This will move the Skillset from the Unassigned Skillsets list to the Assigned Skillsets list Issue 02 05 Reporting for Call Center Set Up and Operations Guide 40 Administration Repeat this until you have assigned all the Skillsets you wish to assign to this User In the example shown below the User Mary Smith has been assigned three Skillsets Development Sales and Training A http localhost rcc admin_pages assign_skillsets asp userID 48 Microsoft Internet Explorer BS Bj xj File Edit View Favorites Tools Help ay Q ra y O x a TA J Sech PY Favorites QA Media Ol Ze E D kel 3 Address al http flocalhost recfadmin_pagesfassign_skillsets asp userlD 48 Go Links Google y fo search web gt Ei za blocked E autori EJ Ed options 4 As Administration Assigned Skillsets Call Center Connection Skillset assignment for Mary Smith A Skillsets appear in the list below Assign skillsets by selecting thern and System Administration using the appropriate arrow key System Admin Settings User Admin Unassigned Skillsets Assigned Skillsets Skillset Assignment Maintenance Company Details Reporting Submit Cancel
121. d into mysql on the target hard drive Please wait Presently you will see the message shown in Figure 12 displayed Issue 02 05 Reporting for Call Center Set Up and Operations Guide 20 Installation eN Please wait while the Java Runtime is installed This may take a few minutes Figure 12 Java Installation Dialog This informs you that the installation has proceeded to the stage where the Java Runtime is being installed The Java Runtime is not installed into the same folders as Nortel Networks Reporting for Call Center it is installed into program Files Java on the target hard drive Please wait Presently you will be presented with the Installation Complete dialog shown below in Figure 13 InstallShield Wizard InstallShield Wizard Complete The ccesstully installed Reporting for Call Center Before you can use mputer amp Yes want to restart my computer now No will restart my computer later Remove any disks from their drives and then click Finish to complete setup Figure 13 Installation Complete Dialog Before Nortel Networks Reporting for Call Center can operate correctly your Web Host PC must be rebooted To have the installation reboot your PC straightaway click the Yes I want to restart my computer now radio button and then click the Finish button Reporting for Call Center Set Up and Operations Guide Issue 02 05 Introduction 21 To complete the installation withou
122. d within the report This report is calls based and is not affected by call transactions Call Transactions are described on Page126 Voice PSTN calls and Multimedia calls are listed separately and totalled for each Skillset and for the report total Both figures and the percentages are provided The reports shows how long those calls that have been answered by your Call Center waited before they were answered The breakdown is by the Answer Time Bins values see Page 53 Issue 02 05 Reporting for Call Center Set Up and Operations Guide 198 Reports Explained Six time bins are specified and a seventh is appended automatically which captures all values higher than the sixth Time Bin In this example the time bins have been set in steps of 10 seconds up to one minute The seventh time bin will capture any call that was answered after waiting in excess of one minute By looking at the figures of the answered Call Report the Supervisor of a Skillset can tell how long the calls that were answered by their Skillsets had to wait before they were answered In this example the large data values in the first and last Time Bins indicate that incoming callers are in general answered within 10 seconds or else they face a wait of over a minute Very few calls that are not answered within 10 seconds are answered before a wait of at least a minute This is probably a function of the average length of the calls and the number of calle
123. details SERVER_NAME localhost System Administration SERVER_PORT EN SERVER_PROTOCOL HTTP 1 1 Maintenance SERVER_SOFTWARE Microsof lIS 5 1 Mozilla 4 0 compatible MSIE 6 0 Windows NT 5 1 NET CLR 1 0 3705 PATH TRANSLATED c inetpub wwwraotirccladmin_pages system_status asp REMOTE_ADDR 127 0 0 1 REMOTE_HOST 127 0 0 1 System Status Logging HTTP_USER_AGENT Company Details Reporting Database connection status Status Connection successful 4 Local intranet Figure 31 System Status Page The System Status page shows a variety of information relating to the current status of Nortel Networks Reporting for Call Center You would normally only need to refer to this page when under the instruction of Support Personnel Logging Selecting the Logging option presents you with the Logging Menu page shown below Reporting for Call Center Set Up and Operations Guide Issue 02 05 Administration 43 a http localhost rcc admin_pages logging asp Microsoft Internet Explorer File Edit View Favorites Tools Help Q sax amp EN E Le JO Search J Favorites media La A S Address ei http localhost rcc admin_pages logging asp NORTEL kks Administration Logging Menu Call Center Connection This section allows logging to be activated to allow diagnostic output relating to reporting for call centre to be collected From this screen you may activated logging or view detai
124. dit Button Clicking on the Edit button presents you with the Edit Wallboard page shown below Issue 02 05 Reporting for Call Center Set Up and Operations Guide 106 Using Reporting for Call Center a a lecalbizal irer walboartt peues v n woar sap skilseta 0 3 7 44 WablizaniiD T A ae Edit Wallboard Picasa input tha values far tha walboard bakr IP i Network Mame fi077105 ba Walboand Skla Dovalopmar E Language UR Engish y t Greg Figure 76 Edit wallboard Page The Edit Wallboard page operates exactly like the Add Wallboard page except the data fields are already populated with the values of the wallboard you have selected to edit To save the changes you have made click the Submit button You will be returned to the Wallboard Setup page To leave the Add Wallboard page without saving any changes you might have made click on the Cancel button You will be returned to the Wallboard Setup page Parameters Button Clicking on the Parameters button presents you with the Edit Parameters page shown below Reporting for Call Center Set Up and Operations Guide Issue 02 05 Using Reporting For Call Center 107 Ftp lecahsat rte wabbourt_peges wabbserd_peremeters agb 0 3 7 9 L gt bauer g t Marrandit Internet Explerar Fie ER Wm Famkes Tos ep e Des O ai Il mg rs reo MA 13 Address CH Hitp NocebostirceMulibowd_pegen wolboard_perumaters aproba 7200 3 7 0 aWilboardD dy pam ttr Googie
125. dit Daily Schedules Paris ii a ai aii 64 Figure 50 Your Weekly Schedules Page ninia iia aiii 66 Figure s1 Add Weekly Schedule Pag coi e ie NEE Aida dE 67 Figure 52 Calendar for September 2003 2 ascii minita ariii ii a a a aa ioi peeli iaa 68 Figure 53 Add Weekly Schedule Page Example Schedule ooonnonnnncnnonccnocnocconcnonononononnnnnonncononnno non ncnnco no nnnonc on conncnnonncnncnnnos 69 Reporting for Call Center Set Up and Operations Guide Issue 02 05 Table of Figures D Figure 54 Weekly Sch dules Kills cu ai 70 Figure 55 Your Weekly Schedule Page with a Schedule in the List 72 Figure 56 Edit Weekly Schedule Page 73 Figure 57 Your Monthly Schedules Page 74 Figure 58 Add Monthly Schedule Page 19 Figure 59 Add Monthly Schedule Page with Example Schedule 00 cece eceecesesseeeceseeeeeseceeesecneeeeceaeeeesaecaeeeaeeeeeaecaeeaeenereres 77 Figure 60 Monthly Schedule Skillsets Page 78 Figure 61 Your Monthly Schedules Page with a Schedule in the List 80 Figure 62 Edit Monthly Schedule Page 81 Figure 63 Real Time Menu Page s ii 83 Figure 64 Real Time Summary Skillset Selection Page 84 Figure 65 Real Time Summary Real Time Screens cscsscsesecesececessenesecesaseecesevacencsneceseseenevscesasencuaecasavaseneuaesaseeesseeeees 85 Figure 66 Real Time Detail Skillset Selection Page 89 Figure 67 Real Time Call Detail Pages ia aaa 90 Figure 68 Agent Detail Real Time Paria ai 92 Figure 09 Apent
126. ds in the Skillset queue to alert the Agents that a Call has been waiting in the Skillset queue for a period approaching the danger time which in this Call Center is 26 seconds The report can also be used to determine the Average Incoming Call Duration This can then be used to determine an appropriate Agent Alarm for Incoming Calls so that an Agent who has a call which lasts longer than the average duration is highlighted on the Agent Details Real Time Screen The Average Incoming Call Duration can also be used to compare against the values in the Agent Average Report see Page 191 Issue 02 05 Reporting for Call Center Set Up and Operations Guide 208 Reports Explained Agent Average Report Intenet Explerer Y Cryvtel Reporte ActiveX Ye Varwe Mare a oe Te gt a gt ia Persa wm C WE CompanyName Happy Oaze Pharmacy Report Tithe Agent Average Report Report Period 10 Mar 2004 00 00 to 10 Mar 2004 17 59 Report Created 20 Mar2004 13 07 Data Timestamp 12 Mar 2004 15 57 Shaltsats 1 ft zue ak Tag Duras CTS Es A PB oI M 0000 49 Vora Mutmeda Alison Voke Nutimida vaka Nutida raka Nutmgn Dafa Voke Nutimada Figure 151 Agent Average Report The Agent Average Report allows you to compare the activities of your Agents to one another The Agents Average Incoming Call Transaction Duration is listed Not that this report covers incoming call Transactions not just Direct and Indirect
127. e Time Bins page without saving any changes you might have made click the Cancel button You will be prompted to confirm you do not wish to save your changes You will then be returned to the Time Bin Setup Menu page Print Schedules Print Schedules configure Nortel Networks Reporting for Call Center to automatically print the a set of requested reports at a specified time You can specify Print Schedules to print either Daily Weekly or Monthly reports You can configure multiple Daily weekly and Monthly Schedules For example you may wish to run off a set of reports each day before you come in which refer to Call information You would accomplish this by configuring a Daily Schedule which prints at say 08 00 You may also have a different Daily Schedule report which refers to Agent Activity and configure Nortel Networks Reporting for Call Center to print these reports at say 16 30 so that you have time to review them before the end of the day and the departure of your Agents Note Ifthe Web Host PC is powered off over the period in which the Schedule print is due to take place the Schedule Print will not be produced You can easily obtain the same reports by using the Reports options see the Report section on Page 125 Note If you select the Agent Audit Report the Activity Code Report by Skillset Agent Activity Code Report by Agent or the Activity Code Report by of Pegs Reports to be included in your Print Schedule you wi
128. e day the reports will contain You must also specify a name for your Schedule and which printer you wish to have the reports generated on To select a report to be included in the Schedule click the check box beside the report name Selected reports will have a tick in the check box beside their name You can of course select multiple reports Issue 02 05 Reporting for Call Center Set Up and Operations Guide 58 Using Reporting for Call Center To include the reports from a particular day in the Schedule click the check box beside the day to place a tick in the check box You can of course select multiple days Note Daily Reports print on the day following the day which is being reported on That is 1f you select a Daily Report Schedule for Monday it will be printed on Tuesday This ensures that the report day has completely elapsed when the reports are generated To set a name for your Schedule type the name in the Schedule Name field This is to help you identify and distinguish between the different Schedules you create The Report Period Start Time and Report Period End Time dictate the period within each day for which the reports are generated For example if your Call Center has a working day that starts at 08 30 and finishes at 17 30 you may wish to specify the Start Time as 08 00 to see if you have early calls that you are missing by not having the Call Center open and 18 00 to see if there is a late surge of ca
129. e each allocated a language so that you can have different languages in use by various Users at the same time This dialog allows you to define the default language for the Log In Page and for the default Administrator When you have selected your language click on the OK button If you wish to stop the installation click on the Cancel button You will then be presented with the InstallShield Windows Installer Configuration Dialog shown in Figure 5 prepares the Wizard which is required to install the Nortel Networks Reporting for Call Center files on the Web Host PC InstallShield Wizard R Reporting for Call Center Setup is preparing the InstallShield Wizard which will guide you through the program setup process Please wait Checking Operating System Version PR Figure 5 InstallShield Windows Installer Configuration Dialog If you click on the OK button you will be presented with the dialog shown in Figure 4 Reporting for Call Center Set Up and Operations Guide Issue 02 05 Introduction 15 InstallShield Wizard gt cf Welcome to the InstallShield Wizard for Reporting for Call Center The InstallShield Wizard will install Reporting for Call Center on pour computer To continue click lext Figure 6 InstallShield Wizard Start Dialog The dialog shown in Figure 6 is the Welcome dialog If you wish to cancel the installation procedure click on the Cancel button To proceed click on the Ne
130. e lower limit That is you wish to be informed if the parameter value ever drops to or decreases below the Threshold you supply For example if you wish an alarm to be triggered if the Grade of Service for the Current Hour SH falls below 50 you would use SH lt 50 Equals This type of comparison is used when you wish to monitor a parameter against an exact figure That is you wish to be informed if the parameter value ever exactly matches a figure perhaps a target Note that in this type of comparison if the parameter value is higher than the threshold the alarm condition is not triggered The parameter must exactly match the threshold in order to trigger the alarm For example you may wish to have a congratulatory message be sent to the wallboards if you exceed your highest number of incoming calls for the day If your highest number of incoming calls for the day was 1200 you could set an Alarm for the parameter ID However if you use gt the Alarm would be triggered for each and every call from 1200 onwards Instead you would use the format ID 1201 This means that the alarm message will be sent only when the number of incoming calls in the day equals 1201 one higher than your previous highest total This avoids the message being repeatedly sent as calls continue to come in and the ID figure rise At the end of that day you would then take a note of your n highest ID figure and Edit the Alarm to reflect your new record Incoming Ca
131. e minute The seventh time bin will capture any call that abandoned after waiting in excess of one minute Looking at the report we can see a descending profile from 10 seconds through to the one minute and a large value for the seventh Time Bin This suggests that the callers to this particular Call Center fall into two main camps those that realise they are going to be placed on hold and who hang up straight away so that they can ring back later those who hang up in less than 10 seconds and those who once they have dialled in are going to hang on for a long time before they give up those who abandoned after one minute e The identity of some of the abandoned callers may be held in the Abandoned Calling Line ID Report see Page 201 e The Call Profile Report see Page 222 will allow you to see the spread of Abandoned Calls across the day This can enable you to plan your staffing levels Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports Explained 201 Abandoned Calling Line ID Report lx a o z E vr 4 NORTEL di Company Name Happy Daze Pharmacy Report Title Abandoned Calling Line RepotPeriod 16 Mar 2004 08 00 to 10 Mar 2004 17 39 Report Created 20 Mar 2004 12 30 Data Timestamp 42 Mar 2004 15 57 Sdibets 1 3 Figure 147 Abandoned Calling Line ID Report The Abandoned Calling Line ID Report lists various items of information regarding the abandoned calls for the Skillsets included
132. e number of calls that were targeted at the Skillsets included in this Report but which were answered in another Skillset because of some Call Routing action in each time slot of the time period of the Report Grade of Service This graph provides a profile of the grade of service offered to the incoming callers during each time slot of the time period of the Report Call Profile Report Clicking on the Call Profile Report button presents you with the Call Profile Report Skillsets page shown below 3 bttp becalhost rce repert_pages port fap name tal Prode Report Mirean immet Euplarer Fle Ek Frakes Tos Hep amp Qe f e D Ei Le se Sy Foventes reas Gi gt e KEN ei 3 Adress E Mp oceboe nce report Prot i pra Cd YE rc per Googie zl Bzsschug g reas Blom Call Profile Report Picasa salact a period then a Sbilsat to regar on From date 06 2 Dec 2003 gt From time 00 00 gt Te date 097 ec 3 09 7 To timo 25315 E Favowrites Kae Ce ter Deeg Edad Ai j Croata Feo uo Submit Cancal j A ed E Figure 133 Call Profile report Skillset Selection page This page allows you to select the Skillsets you wish to have included in the report and to specify the time period you wish the report to cover The time period is specified by providing a From Date and From Time and a To Date and a To Time Reporting for Call Center Set Up and Operations Guide Issue 02 05 Re
133. e report Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports 195 e Fora discussion of using Skillset Selection lists see page 60 e Fora discussion on using Favourites see page 61 Our example User Mary Smith has used her Dev amp Train Favourite to highlight and select the Development and Training Skillsets Clicking on the Submit button generates the report Th Report Warws e x g Alm z Freen et ZC a la 4 Lei ot al l Mir N RTEL 7 on C D Company Name Repon Tie Aoecg Activity Report by SRillset Repan Period 11 Jan 2004 00 00 to 11 Aug 2004 79 59 Report Created 11 Awg 2004 1135 Data fum stage 15 Jal 2004 09 30 Stitsets Devebprecet T xerg No of Answered Mo of Logged in Caii Incoming Coll Benak Time Time Trensactiors Center Time Instances mane 200 10 map y 00 026 000324 6 0114924 oga o80608 00 03 06 Figure 144 Agent Activity Report by Agent For each Skillset in the report Agent by Agent the average durations of five Call Center statistics are displayed For calls that have been transferred to the Agent the word Transferred will appear at the start of the line for that Agent Likewise if the Call Transaction was for an overflowed call the word Overflow will appear at the start of the line for that Agent An Agent can therefore have up to three lines displayed for them separating out the direct Call Center Call Transactions from the Transferred a
134. e some Activity Codes available to select presents you with the Activity Code Report by of Pegs report shown below Issue 02 05 Reporting for Call Center Set Up and Operations Guide 172 Reports A Celsrer Y Crystal Emparta ActiveX parara 21 Frasa wt cree aal Van nal ERR eee Company Name Happy Daze Pharmacy Report Tite Activity Code Report By Of Pegs Repon Pe od Of Mar 2004 05 00 to 21 Mar 2004 17 59 Repot Crested 21 Mar 2004 20 54 Data Timestamp 18 Mar 2004 1066 Shilsets 1 3 Aca Seling Supt ME j 1 3 rn HELD CALL ABNO ONOPEG ET KE Baling HELD CALL ABND NOR ES hg Fisting HOPE E NOPEG 00 01 41 Sn om Figure 129 Agent Activity Code Report by Number of Pegs This report shows by Agent which Activity Codes were entered A total is provided for each Activity Code per Agent giving a total time for which the Activities were entered the number of individual pegs and the average time devoted to that activity Agent Indicates the Agent Name and ID who entered the Activity Codes Activity Indicates which Activity Code was entered Activity Time Total duration of all of the instances when that Activity Code was entered Number of Pegs Indicates the number of times that Activity Code was entered Average Time Average time devoted to that Activity Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports 1
135. e will not be included in the report The From Time specifies the time on the From Date from which you wish to have data included in the report Information from times before the From Time on the From Date will not be included in the report Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports 151 The To Date specifies the last date you wish to have included in the report Information from days after the To Date will not be included in the report The To Time specifies the time on the To Date after which data will not be included in the report Information from times after the To Time on the To Date will not be included in the report Drop down menus allow you to choose dates and time values Note You can only select a single Skillet to be included in this report The report will include all Agents who have signed into the selected Skillset during the requested time period However the report will include ALL of the information for those Agents for that time period even if they were signed into multiple Skillsets and were handling calls from other Skillsets This means that you do not have to specify a combination of different reports to get the complete picture for the multiple Skillset Agents who were signed into the chosen Skillset For example if you have an Agent signed into Skillset 1 another signed into Skillsets 1 and 2 and another signed into Skillsets 1 and 3 by choosing Skillset 1 as the Skillset to
136. ealizo embedded _sefleetaep vkilieete 2 1 2 Microwalt inbereet Esplurer Fie GR Wm Faaker Toos Hab Ei Des O a 0 mg rra e A Address 2 Mp locebos rcrrredaes_pozerrealira_ertecidad_dde aprte 3 Googie Brisas Si os or E lam 4 NERTEL NETWORKS Real Time Summary Agent summery 8 reds Soent Senses Ton car Co Wat Ai feat Tien Skilst kees Superniting Avalable Randy Cercar Be es ara s Internal Calle Baal Dims Suma BER SE oe Ee E Excl Lian Heist A SEIL o 0 0 0 0 o Eu Deag Time Seep A 1 Fafe 2 tide Sbitant Sat Summers T Incoming Cal Contar Cale E d Enawvared Bbendorad Uores Longest Gacondery Shiau th thet Zemmer alten let las aou Metbeox 995 Des Hour Raporta ert rOpAG pda startad A TE Figure 65 Real Time Summary Real Time Screens The display shows the Agent Summary and the Call Summary Real Time panels The information represented in these will update as Agent and Call activity changes in your Call Center Each row in each table represents a single Skillset The Skillsets contained within the tables are those previously chosen on the Real Time Summary Skillset Selection Page see Page 84 Real Time Summary Agent Summary This Real Time panel indicates the numbers and states current activities of the logged in Agents for each of the selected Skillsets Note that the state of an Agent who has multiple calls on their hand
137. ececcsssscceseeeeceseeecesecseesecseesecnaeeeceaeceeesceaecaeesecaessecnaeeeeaeeeeeneees 178 Figure 134 Call Profile Report eege Ee SEELEN AE ee E 180 Figure 135 Call Profile Report Graph ri AE 182 Figure 136 Incoming Call Report Skillset Selection page 183 Figure 13 7 Incoming Ca AE 184 Figure 138 Incoming Call Report Graphic co 187 Figure 139 Unanswered Help Request Report Selection page 189 Figure 140 Unanswered Help Request Report cccsccsssesssessesseessessseceeecrsscossensecnseessosseessesssesverscesssessesseeseesensconsenseenseens 190 Figure 141 Agent Average Report by Agent Skillset Selection Page 191 Figure 142 Agent Average Report by Agent 192 Figure 143 Agent Activity Report by Agent Skillset Selection Page cee eeessssesscsesesceseeeceseceeeeceseceeesecaeseecneeeeceaeeeeeaeees 194 Figure 144 Agent Activity Report by Agent 195 Figure 145Answered Calls e DEEN 197 Figure 146 Abandoned Call Report EE 199 Figure 147 Abandoned Calling Line ID Report cccececceeseessesseeescesecesaecseecaeecaeeeneeeeeseeeseensecsaecsaecsecnaeeaecnaecaaecseeeaeeeseenes 201 Figuire 148 A cent Capacity Reports entgeet iech oder oie 203 Eege E Ee le Request Report aa a cies 205 Figure 150 CallAy rage Reporta 207 Figure 15 1 Agent Ayerage Reporta dto tai Dee ete ti 208 Figure 152 ApentsProtile Reportere a e el e cate 210 Figure 153 Agent Activity Report 212 Figure 154 Agent Audit Report a Rana ees 213 Figure 15 Activity Code Report
138. ected Hourly Summaries will be sent to the wallboard when each hour passes and whenever the Skillset enter Out Mode that is there are no Agents Logged In to the Skillset To save the changes you have made click the Submit button You will be returned to the Wallboard Setup page To leave the Add Wallboard page without saving any changes you might have made click on the Cancel button You will be returned to the Wallboard Setup page Reporting for Call Center Set Up and Operations Guide Issue 02 05 Using Reporting For Call Center 105 Wallboard Parameters Once you have assigned a wallboard they will be listed on the Wallboard Setup Page This is shown below tt waebbournl pepes malbari hatapskiihre 0 3 7 9 Merest Internet Euplarer Fie ek wm Frakes Toos Hep if a Q e r E GER KSE CC _pegen wallboard tet aprilia 003 7 0 jas pts H poes a Zu Di Wallboard Setup Your asigned walboards appear bakra You og currently agang Shilsats Segen 3 7 9 siames Mane Pon Typa 3 101 1105 23500 Software Ede Forana rs eg DECH Figure 75 Wallboard Setup Page with Wallboard Listed Beside the wallboard entries are buttons that will allow you to edit the settings for the wallboard by using the Edit Button and to specify the parameters you wish to have displayed on the wallboard by using the Parameter button and to remove the wallboard from the list entirely by using the delete button E
139. ed an Activity Code you will be presented with Select Activity Codes page with a message informing you that you have no Activity Codes to choose from This is shown below Pott localhost rer report_pagma get_actovity_codex by _ AA Mexrosalt Internet Explorar ne pp Wm Fakes Ire Heb l a Qm g OEA gt 8 3 pes E het Mocalbawt ince jraport_pagerpet_actrary_coden_hry_agart DEE zl E zsschuug reas Ze Select Activity Codes Please sakit Acti ly Codes to upon on Mo acti codes were enterad for the period requested slk ER Figure 120 Select Activity Codes page No Activity Codes Clicking on the Show Report button which is visible on the Activity Code Selection page when there are some Activity Codes available to select presents you with the Activity Code Report by Skillsets report shown below Issue 02 05 Reporting for Call Center Set Up and Operations Guide 164 Reports A implorer Y Cryvtel Reporte ActiveX Ye 8 a 2 ii Prasa we gel ae hua NOT leas A Compery Name Happy Daze Pharmacy Report Tite Activity Code Report By Skillset Repon Pe od 10 Mar 2004 03 00 to 10 Mar 2004 17 59 Repon Created 20 Mar 2004 14 53 Data Timestamp 12 Mar 2004 15 57 Skilsets 1 3 METIA A on DW ES SE ivr Fa Figure 121 Activity Code Report by Skillset This report show by Skillset which Agents entered Activity Codes A total is provided for each Activity Code
140. eeaas 227 Upgrading to Reporting for Call Center cccccccccccccccccccnccoconcncnoncncnononononnnnnnnons 228 aineet TT 228 What Do have to Insta 228 Can the old Master PC be used as the Web Host DCH 228 Why is there No Multiple Client software to metal 228 Do have to remove the old Nortel Networks Call Center Reporting 2 5 3 0 or 3 5 software 228 Can the new software co reside with the old software oonnnccinnccccnnnccocnccccconnnnnncn cnn nano nana 228 Troubleshooting Reporting for Call Center ssssssssssnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnns 230 Slow Updates on Real Time Gcreen nono nccnn ano n nc naar nr rc rn nn nn r nn nn cc nannncnnnns 230 Web Host PC Requires a Host File entry oooooonccconnnncnnnnoncconnnncccccnanann conan cnn ono nn rnnr rra rn 230 Anti Virus Software Slowing Down the File System oooonncccnnciccconococcconononcnnnonannna ron ncn rn nnnca rro 230 Cannot Access the Login Page ciclo airada idad 231 Turning off script blocking in Norton Anti Virus 20071 231 Turning off script blocking in Norton Anti Virus 2002 or 2003 232 Chahging AgentNaMes cita A da Ao atiende 233 Virtual Folders Not Created in Internet Information Services AA 234 Accessing Networked Printers From the Web Host PDC 235 Multiple Network Cards in the Web Host PC or an Agent PDC 235 ipView SoftBoard and Wallboard Gummares mn nnnnnn nn nannnnnnns 236 Crystal Reports ActiveX Report Viewer 236 Real Time Scree
141. elect the Skillsets you wish to have included in the report and to specify the time period you wish the report to cover The time period is specified by providing a From Date and From Time and a To Date and a To Time The From Date specifies the first date you wish to have included in the report Information from days before the From Date will not be included in the report The From Time specifies the time Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports 145 on the From Date from which you wish to have data included in the report Information from times before the From Time on the From Date will not be included in the report The To Date specifies the last date you wish to have included in the report Information from days after the To Date will not be included in the report The To Time specifies the time on the To Date after which data will not be included in the report Information from times after the To Time on the To Date will not be included in the report Drop down menus allow you to choose dates and time values The Call Average Report Skillsets page allows you to select which Skillsets you wish to have included within the report e Fora discussion of using Skillset Selection lists see page 60 e For a discussion on using Favourites see page 61 Our example User Mary Smith has used her Dev amp Train Favourite to highlight and select the Development and Training Skillsets Clicking on the Submit butt
142. election Wind Witt 128 Figure 94 Export Report WI lirica 129 Figure 95 Report Menu PA a dd act 131 Figure 96 Answered Calls Report Skillsets Page 133 Figure 97 Answered E EE 134 Figure 98 Abandoned Call Report Skillset Page cccccccessessceseceseceseceeecseecseeeneeseecaeeeneeseeseseeeeseceeecaeeeaeceaeeeaeeeseseeeerenes 135 Figure 99 Abandoned Call Reportteri eee SEENEN dee nece den ENEE ENE EPE puossadonavepesessioahened olpspapnedsendacunabascdanasoas 136 Figure 100 Abandoned Calling Line ID Skillset page 137 Figure 101 Abandoned Calling Line ID Report 138 Figure 102 Agent Capacity Report Skillsets page 139 Figure 103 Agent Capacity Report 141 Figure 104 Help Request Report page 142 Figure 105 Help Request Report EE 143 Figure 106 Call Average Report Skillset page cccsccesscssscessceeeceseeeeceecseecseesseeeecseeeseeeaeseesresseeneeeeseeeaeecaeeeaeeeneenseenrenes 144 Figure 107 Call Average Report 145 Figure 108 Agent Average Report Skillset Selection Page 147 Figure 109 Agent AYALA 149 Issue 02 05 Reporting for Call Center Set Up and Operations Guide Table of Figures iv Figure 110 Agent Profile Report Skillset page 150 ere 1 11 Agent ProfilevReport a en ees Ee EE Eed leese e 152 Figure 112 Agent Activity Report Skillsets page 154 Ejgure 113 Agent Activity Repo EES ees edd 155 Figure 114 Agent Audit Report Skillset Selection page 157 Figure t1 5 Agent Selection Paces ii A Eed 158 Figure 116
143. en you have completed the details of your new User click on the Submit button This will save the details of the newly entered User A small dialog box will ask whether you wish to add more Users If you choose to Add more users the Add User page fields are cleared and you can enter the details of your next new User If you decide not to add any more Users at this time you are returned to the User Admin page The newly added User will now be listed on the User Admin page Beside the user details are some buttons These allow you to Edit the details of the user to Delete the User from the system entirely or to Reset their password to 0000 should they have forgotten their password Edit This button will present you with the Edit user page shown below Reporting for Call Center Set Up and Operations Guide Issue 02 05 Administration 37 a http localhost rcc admin_pages edit_users asp userID 48 Microsoft Internet Explorer File Edit View Favorites Tools Help Q sak UY EN E Le JO Search J Favorites S media A S Address Si http flocalhost rcc admin_pagesfedit_users asp userlD 48 Nor pks Administration Edit User Call Center Connection The details ofthe user appear below System Administration First name Mary System Admin Settings User Admin i ssi D Ka Skillset Assignment RCC Username Man Surname Smith Maintenance Language UK English E Assign Wallboards Company Details Administr
144. en you have configured the Schedule click on the Submit button to save it You will be returned to the Assigned Schedules page shown below To leave the Add Schedules page without saving any changes you might have made click the Cancel button You will then be returned to the Assigned Schedules page shown below Spotty lecahset rec webbourd pages wabbsert_schecoles_fvt exp7akileete G 3 7 Microwelt internet Eege Fle Ep Wm Frae Took Hep LA Des D A rms gien A Address E hip Mocebos ince Mulbowd _pagen welboard_scharkdnn prt apio 20225 Googe ss g rra Elo O oom 2 NGRTEL NETWORKS Assigned Schedules You walboanl schedules aupaa below Real Tian Shiliset Day Time 3 NonFH 1300 Ede Dei Aner Alarms e Eaj now alboan Sp Add Wans Art Rnzsazn Alema IA Time Ditze Seip Posts ERJ E Figure 87 Assigned Schedules Page with Schedule Added Reporting for Call Center Set Up and Operations Guide Issue 02 05 Using Reporting For Call Center 121 The Assigned Schedules page is shown above with the newly created Schedule displayed To change any of the details of a Schedule use the Edit button Clicking on the Edit button presents you with the Edit Schedule page shown below This page operates exactly like the Add Schedule page except the data entry fields are already populated with the current settings of the Schedule when the page appears Spotty Ier
145. er the observed peak of calls on each Wednesday were calls of the same type on all Wednesdays or whether they were different and Wednesday happened to be a busy day for some other reason The effectiveness or otherwise of a marketing campaign could be seen by running a Call Profile report for the same period for a number of previous year and then running another report for the year with the marketing campaign and comparing the figures which will automatically be seasonally adjusted as the reports cover the same period 3 A Micreartt Internet implorer a a o ne fF as rs e Pram CA Pros Hee Preeeeied Ce Sumber Haer Fexwered ly Answered Ey Answered Ey Faxmared thy Anand iy Cali Hetng 005 Cuesta Cale Aexmered Abesdened Agents Vora Operster Overfun Sus Agent te hordasz Gene EA Report Time Portods Thare hasbeen to achete for shied Train Presented Answered and Abandoned Calls RS HS S number ES e 2 Figure 161 Call Profile Report Graph Page Issue 02 05 Reporting for Call Center Set Up and Operations Guide 224 Reports Explained Incoming Call Report Y cryvtel Reports ActiveX Varwer Marean t Internet Explorer xa afo iaa re vn D NORTEL NETWORKS Company Name Happy Daze Pharmacy Report Tite Incoming Call Report Report Penod 10 Mar 2004 03 00 te 10 Mar 2004 17 59 Report Created 20 Mar 2004 15 08 Data Timestamp 12 Mar 2004 15 57 Skilsets 1 3 Ta Voke Nutimada Soa Soe a
146. eriod end time Wallboard Setup NM Call Average Report 235 59 F I Agent Average Report a I Agent profile Report _Cancel Reports TT Agent Activity Report I Agent Audit Report FT Activity Code Report By Skillset T Activity Code Report By Agent I Activity Code Report By of Pegs 7 Summary Report IT Call Profile Report I Incoming Call Report TF Help Request Unanswered Report Schedule Name ManthlyCalls Print time os y Ian y z 2 Done E Local intranet a Figure 59 Add Monthly Schedule Page with Example Schedule Mary Smith has selected the Answered Calls Abandoned Calls CLID and Call Average reports to be printed at 08 30 on the 1 day of each new month Her schedule is Called MonthlyCalls The reports will start to be generated at 08 30 on the HP 840C DeskJet network printer The reports will cover the period from midnight to midnight for each day To save your Monthly Schedule click on the Submit button You will be presented with the Monthly Schedules Skillsets page shown below Issue 02 05 Reporting for Call Center Set Up and Operations Guide 78 Using Reporting for Call Center To leave the Add Monthly Schedule page without saving any changes you might have made click on the Cancel button Y ou will be returned to the Your Monthly Schedules page e http localhost rec schedule_pages get_m_schedule_skillsets asp sSelectedReports 1 2 3 6 amp isRep Microsoft In ioj x F
147. es A media E Soe 3 Address E http fflocalhost rcc schedule_pages daily_schedules asp Do Links 3 Google m Search web Ei za blocked fEl autoril EY Pad optionss 4 NORTEL NETWORKS Your Daily Schedules Print Schedules Your daily print schedules appear below help is available by clicking the Daily Schedules help button above Weekly Schedules Monthly Schedules e ANSIA Name Skillset Created Print Time RealTime e AnswAband 6Dec 2003 08 30 Edit Delete Agent Alarms Add Wallboard Setup Time Bins Setup Reports K Local intranet Figure 48 Your Daily Schedules with a Schedule in the List Issue 02 05 Reporting for Call Center Set Up and Operations Guide 64 Using Reporting for Call Center Note that each Schedule can be identified by the Schedule Name that was provided earlier when the Schedule was created Beside each listed Schedule are two buttons The Edit button allows you to change the settings for a Schedule The Delete button allows you to remove the Schedule completely Edit Clicking on the Edit button presents you with the Edit Daily Schedule page shown below e http localhost rcc schedule_pages edit_daily_schedule asp schedulelD 1 Microsoft Internet Explorer Dj xj File Edit View Favorites Tools Help ay e BE a PA Ae Ak E e Q O A 2 D Osea feros Wine il BR 2 Address E http flocalhost rec schedule_pagesfedit_daily_
148. f those Agents are available to take an Incoming Call Center call Nortel Networks Reporting for Call Center records how long that state continues That is it records the time which elapses before an Agent becomes available to take an Incoming Call Center call Note that this is recorded whether there are any incoming Call Center calls or not For each Skillset that was selected this reports shows the total number of instances when there were no Agents available to take an incoming Call Center call and the total duration of all of those instances added together Help Request Report Clicking on the Help Request Report button presents you with the Help Request Report page shown below Issue 02 05 Reporting for Call Center Set Up and Operations Guide 142 Reports at localhost rr repart pager ngpart 5 aspfmame tidp Requent Report Microwelt Seberset Expire ei x me Ep Wm Frae Took Hep IL Oes O D 2 leg oy remm Bre Ze 2 3 Address Si Hip locabos rcerepart_pager repert epirera Hdo Peruas Paport Ggs Y Genes ss lr O oom A HERE Help Request Report Please select a parod to report on From dete 20 m Jen 2004 from time 00 00 zi To date 2 Gen 2004 gt To time 23 53 Show Papat Cancal jo ITT SC a Figure 104 Help Request Report page This page allows you to specify the time period you wish the report to cover The time period is specified by providing a From D
149. ffect themselves Administrators and Users are presented with different menus when they login Assigned Skillsets Administrators create the Users by providing details such as User Name and language to Nortel Networks Reporting for Call Center The Administrator must then assign Skillsets to the Users This process defines which Skillsets each User can view in the Real Time screens and request Historical Reports on Skillsets may be assigned to more than one User Users can choose to view the Real Time screens or Historical Reports for any of the Skillsets which have been assigned to them or any combination of the allocated Skillsets or all of the assigned Skillsets Selections of Skillsets which are frequently used can be saved as Favourites The Favourites are given names to identify them This makes it easy and quick to select a certain selection or category of Skillsets through a single click of the mouse Favourites are unique to each User This allows the User to create modify or delete Favourites to suit themselves This will not affect the Favourites of any other User Issue 02 05 Reporting for Call Center Set Up and Operations Guide 6 Introduction SQL Historical Database Historical Report information is stored in a standard MySQL database allowing the User to analyze the data using third party reporting packages should they have reporting requirements which are not catered for by the reports contained within Nortel
150. file Report This report shows a profile across the period of the report which shows the numbers of calls presented to the Skillsets in the report and the number answered abandoned Answered by Agents Voice Mail operator Overflow Agents Non Agents and Other Skillsets It also presents the Grade of Service expressed as a percentage This report can be used to look at the numbers and the fate of calls that come in across the profile of the report How many calls come in the various time slots across the report Are they Answered if so where are they answered buy the Agents in the Skillset or by something else These questions can be answered by looking at the Call profile Report The Call profile Report can also be used to help determine such things as staffing levels Doing a profile of a week may show a peak of calls on a Wednesday Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports Explained 223 Generating a Call Profile report for several weeks prior to the first report will identify whether this is a general trend in an average week Perhaps you need to have a higher staff availability on Wednesdays for some reason Perhaps an advertisement is placed weekly in a magazine that comes out on Wednesdays If Activity Codes are used to track the publication callers are responding to the advertisement from this could be established quite easily Activity Codes could also be used to determine wheth
151. following 1 On the Windows taskbar click Start point to Settings and then click Control Panel The Control Panel window appears On some versions of Windows you can click Start point to Settings and then click Control Panel 2 Click on Add Remove Programs 3 Uninstall Reporting for Call Center Note You DO NOT need to uninstall the MySOL Servers and Clients 3 23 53 nor the Java 2 Runtime Environment SE v 1 4 0_03 If required your Nortel Networks Reporting for Call Center databases will be modified during the installation There will be no loss of statistical data but new data tables columns and or indexes may be added to them Reporting for Call Center Set Up and Operations Guide Issue 02 05 Introduction 9 Deleting Temporary Internet Files To prevent Internet Explorer from cacheing old versions of the Nortel Networks Reporting for Call Center web pages you should delete the temporary internet files that are on your computer Click on Start then right click on the Internet Explorer icon and select Internet Properties The Internet Properties General Security Privacy Content Connections Programs Advanced Home page LA You can change which page to use for your home page Address http www google com Jse Current Use Default Temporary Intemet files A Pages you view on the Intemet are stored in a special folder for quick viewing later Delete Cookies Delete Files
152. g Component Is Installed oooonnnncnnnnnnnnninnnnnnnnnn 11 Installing Nortel Networks Reporting for Call Center 12 For a Business Communications Manager Installation oo nmonnnnninnidnnnnnccconnonoconanccccnnenccns 12 For a CallPilot Installation nana rcccn iaa rr 13 Call Center Reporting Gerver cnn canon nn nrnnn nn nn reno nn nar nnn rra rr nan nn rr rnnn nara 21 AO a as 23 LON El EE 23 Changing Default PassWord ti 24 Administration MEU an EE 25 Call Center Connect OT e aa aa a ar A aar a aaa aa aAa Tae a raaa aa raana Sea ee aiT eeii 26 SYSTSMEAGMIMISt ALON 5 oats eta ees acted a EE E A EN A Eeer 30 System ACMI SENO E 31 User el iiuen td AA need donna ead A ed aed ela 32 Administration and User Permissions ooooonnncccnnnncccnnnnocccconannncnn non nccnnnn nn ncn nan nn cnn nana nn cn nnancncnnns 35 Skillset e lU 38 NN 41 Maintenance Mixta A ces dd deed de ee ee aa edn 41 eu ET 42 ii Table of Contents LOG Malabia 42 Company DetailS unido dia tidad 44 Ee nd Le cid e Ad E 45 Using Reporting for Call Center occcccccccccccccccccccccccncnccnncccncnncnnnnncnnnnnnnnennnnnnenenos 47 LOGGING Muscari ba 47 Time BINS Setup ET 50 Answer Hl En EE 50 Abandon Time CITE 50 Rn ee E UE 54 Daly ee 55 Skillset List Selection Methods coocoiiiccnnonicinnica ii AEREE E EE EEEa RS 60 Adding Selections to the Favourites List ooocoonnnnccnnnnncccnnnoccccnnonnnnnnnannncnnnnn carr nnno narran narran rr 61
153. giving a total time for which the Activities were entered the number of individual pegs and the average time devoted to that activity Activity Code Indicates which Activity Code was entered Skillset Indicates which Skillset the call was associated with when the Activity Code was entered Activity Time Total duration of all of the instances when that Activity Code was entered Number of Pegs Indicates the number of times that Activity Code was entered Average Time Average time devoted to that Activity Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports 165 Activity Code Report by Agent Clicking on the Activity Code Report by Agent button presents you with the Activity Code Report by Agent Skillset Selection page shown below Y otto ecahset irr report pages mort iZ aginame Acttivly Code Report Ey Agent Mires Internet Explarer me Ep wm Frae Took Hep a Des O a 12 50m Eros e ie A Address L beta Aas ce repart_pegenreport 2 pira ttn ty DICO MOE partida Googe leash gi Brews Glos Di on A Activity Code Report By Agent Picasa salact a period then a Sisi to regar on From date 09 z Dec 2003 gt From time 0 00 gt To date 08 gt Dec 3 200 To time 23 lz Favoatitas Mass Dev Tran Dakin sua Shilisats Salag Ai Croata Favourite Submit Cancal SNI Eire CET Hibah Figure 122 Activity Code Report By Agent S
154. h types of file modification will trigger a re scan create a file modify a file write to a file etc Cannot Access the Login Page This problem has been seen when the Web Host PC has Norton Anti Virus running One setting of Norton Anti Virus Script Blocking prevents Nortel Networks Reporting for Call Center from running normal operations This option should be disabled in the anti virus configuration screen on the Web Host PC only Turning off script blocking in Norton Anti Virus 2001 To disable Norton Anti Virus 2001 Script Blocking 1 Start Norton Anti Virus Issue 02 05 Reporting for Call Center Set Up and Operations Guide 232 Troubleshooting Reporting for Call Center 2 Click Options Ifa menu appears when you click Options then click Norton Anti Virus The Options for Norton Anti Virus dialog box appears Options for Norton AntiVirus System E Auto Protect Script Blo cking Manual Scans Startup Scan These options control Script Blocking TT Enable Script Blocking recommended Figure 167 Norton Anti Virus Options Screen 3 Click Script Blocking 4 Uncheck Enable Script Blocking recommended 5 Click OK NOTE Script Blocking is a feature of Norton Anti Virus 2001 that was added to as a part of a program update If Script Blocking does not appear in Options then the program update is not installed To install the Norton Anti Virus program update run LiveUpdate and downloa
155. he Instant Messages page shown below Sporty lecwhset rrr wabbourd_peges wabtoardt_ieatert_meresege_setop_axpiabiivetae 0 3 7 9 Miranit Intervet Dplerar Fle St Wm Teater Tos Hep amp Om O x 8 0 80 Zem gie O A Address Hitp Nocetiost rcr ulibaard peger welboard_ratert Sueca setup sepia 200 3 7 9 Googe E sr DEN Ena lor DI lor 3 Instant Messages Priset Schedeen Please solact a Skillset to sand an instant message to Real Tien SAilisat list Apem Alame albaani Seen Zeta sst Rnzsazxs Alema AA malari AREA Time Eie Segen Sakasi Intent kiarage Pa Dep Cam Favourtes Maine Desi Tri Deia Edad EI fa PT aaa E Figure 89 Instant Messages Page The Instant Messages page allows you to select the Skillsets you wish to dispatch the instant message to from the list of Skillsets which have been assigned to you by your Administrator e Fora discussion of using Skillset Selection lists see page 60 e Fora discussion on using Favourites see page 61 Reporting for Call Center Set Up and Operations Guide Issue 02 05 Using Reporting For Call Center 123 Our example User Mary Smith has used her Dev amp Train Favourite to highlight and select the Development and Training Skillsets Clicking the Instant Messages button presents you with the Instant messages page shown below Pott lecahoet rrr wellbourd_peyes Feat art zogen sgr prats 3 9 Mecrea
156. he URL will be http NameOfWebHostPC RCC index asp Where NameOfWebHostPC should be replaced with the network name or IP Address of the Web Host PC Note If you are actually using the browser on the Web Host PC NameOfWebHostPC can be substituted with localhost Note Once you have successfully browsed to the Log In page you might like to add this location to your Internet Favourites This can be accomplished in Internet Explorer by pressing Ctrl D when you are on the Log In page or by clicking on Favourites Add to favourites When you have logged in you will be presented with the page below Issue 02 05 Reporting for Call Center Set Up and Operations Guide 24 Administration E http Hocalhost rccimain login asp Microsoft Internet Explorer DOS File Edit View Favorites Tools Help ae Qe EN a Sa E search Sie Favorites A Media amp B E Sa Address amp http localhost rcc main login asp 8 Go Links NORTEL NETWORKS Login Welcome to Nortel Networks Reporting for Call Centre Please login using your username and password below Username Password VK Local intranet Figure 14 Log In page Note A System Administrator is already set up for you with a default password You will be required to change this password the first time you login Enter the username admin and the password 0000 and click on the Login button You will be presented with the Change Password page show
157. he total of the Indirect calls is the number of calls the Skillset handled that were originally in the system elsewhere before they found their way to this Skillset Calls and Call Transactions Calls that are handled within your Call Center are sometimes passed amongst the Skillsets by Agent activities such as transferring a call to the Control Dn of another Skillset or by transferring a call directly to the Agent of another Skillset This gives rise to separate phases of the call The portion handled by the first Agent and the subsequent handling by other Agents or other components of your Call Center such as voice mail are each counted as a separate phase of the call Because a call can be transferred back and forth between Skillsets and Agents a call may therefore have any number of these handling phases Each of these phases is called a transaction When two or more Agents handle a single call the various portions of the call are called Call Transactions Tracking the separate transactions of a Call in this way allows a more accurate and readily understood representation of the activity within your Call Center Call Transactions and the Direct and Indirect Calls If an incoming Call Center call is handled within a single transaction that transaction will also be either a Direct Call or an Indirect Call and the Direct and Indirect columns of the reports will reflect this However if an incoming Call Center call is handled by a serie
158. heir current calls on hold The wording Not Ready represents an Agent who is in the Not Ready state The word Monitoring represents an Agent who is a Supervisor engaged in a Supervisory Monitoring session with another A gent or in a Help Session A smiley icon represents a Multimedia Chat session A globe icon represents a Multimedia Follow me browsing session A number will accompany the status description in the form of SSx This indicates the Skillset associated with the call For example SS2 would indicate Skillset 2 Issue 02 05 Reporting for Call Center Set Up and Operations Guide 94 Using Reporting for Call Center Duration This column displays a timer which represents the time the Agent has spent in the current state If the Agent has been in the current state for a period in excess of the associated Agent Alarm the background of this cell will turn red See the section Agent Alarms below Answered Call Center Calls Hour Day Indicates the number of Call Center Calls that this Agent has answered in the current hour and in the current day Outgoing Calls Hour Day Indicates the number of Outgoing Calls that this Agent has made in the current hour and in the current day Answered Non Call Center Calls Hour Day Indicates the number of Non Call Center Calls that this Agent has answered in the current hour and in the current day Agent Alarms The Agent Alarms option allows you to set Real Time thresholds which
159. her report formatting Microsoft Word doc Microsoft Word or Word Document Viewer Rich Text Format rtf Any RTF aware editor or file viewer Adobe Acrobat pdf Adobe Acrobat Table of Available Report Export Formats Exported File Name and Location You must provide a file name for the exported report You can optionally provide a file path If you do not specify a path way in the file name the file is placed on your desktop Issue 02 05 Reporting for Call Center Set Up and Operations Guide 130 Reports Note If you do not specify a file extension of the appropriate type Windows will not know what file format of the exported report and will not know what application to use to view it Pick the appropriate extension from the table above If you click on the Browse button an explorer style tool allows you to browse to the desired location in which you wish to have the reported exported Note If you use the Browse tool it will automatically provide a file extension of the correct type unless you have specified your own file extension Page Range You may specify to export the entire report or to export a range of pages To export the entire report click and highlight the All radio button To specify a page range click and highlight the Pages radio button and specifying the start and end page of the section you wish to have exported in the From and To fields Note that the All radio button and From
160. hin each of the periods specified in the Answered Time Bins A seventh period is also used in the reports which gathers information on all calls that were answered after the period specified by the sixth Answered Time Bin Available State The Agent is ready to take Incoming Calls The Available State is shown as Blue in the Real Time Screens Break TIME euge keg The period allocated to Agents following clear down of an Incoming Call Center Call also known as Wrap Up and Post Call Completion Break Time is displayed in the Real Time Screens as Dark Green Calls Answered Answered means the Call was not abandoned and it did not require the involvement of another Skillset in the handling of the call Reporting for Call Center Set Up and Operations Guide Issue 02 05 Glossary 239 Calls Presented Direct Call Calls Handled In Another Skillset Indirect Call Grade of Service The counts all of the calls that were presented to a Skillset both Direct a regular Call Center call delivered straight into the Skillset and Indirect which means the Call arrived in the Skillset in some other way From the point of view of any given Skillset Direct Calls are calls that were presented directly to that Skillset That is the incoming caller was handled by the Call Routing and was presented by the Call Routing directly to the Skillset in question Call
161. i that WE Sieg Agarta logged into willbe includad Real Tine From dace 03 w Aug Y 2004 w From ge 0 00 To date 03 Y Aug Y 2004 Totime 2 y Agent Arm Favours Walboard Satup Time Bins Setup Rapata SetectAl Geste Favounts Subm JL Cancel Figure 143 Agent Activity Report by Agent Skillset Selection Page This page allows you to select the Skillsets you wish to have included in the report and to specify the time period you wish the report to cover The time period is specified by providing a From Date and From Time and a To Date and a To Time The From Date specifies the first date you wish to have included in the report Information from days before the From Date will not be included in the report The From Time specifies the time on the From Date from which you wish to have data included in the report Information from times before the From Time on the From Date will not be included in the report The To Date specifies the last date you wish to have included in the report Information from days after the To Date will not be included in the report The To Time specifies the time on the To Date after which data will not be included in the report Information from times after the To Time on the To Date will not be included in the report Drop down menus allow you to choose dates and time values The Call Average Report Skillsets page allows you to select which Skillsets you wish to have included within th
162. iew SoftBoards the scrolling messages do not scroll they are displayed in their entirety in a window for the duration that it would take for that message to scroll at least two times on the hardware wallboard Also note that the numerical parameter display is removed from ipView SoftBoards for the duration of the message display Scrolling message are displayed on the wallboards under three circumstances Scrolling messages can be triggered because e A Call Center statistic has entered an Alarm state generating an Alarm message e A predefined time has arrived generating a scheduled message e A User has generated and dispatched a message Instant manual message Nortel Networks Reporting for Call Center can be configured to provide an audible alert for any of these scrolling messages A scrolling message can be up to 64 characters in length and can contain parameter values which are automatically replaced by the numerical equivalent at display time For example if a message contained the text There are QL calls waiting And the Call Center statistic QL currently had a value of 4 the following message would be displayed There are 4 calls waiting Alarm Messages Nortel Networks Reporting for Call Center can be configured to automatically provide a scrolling test message when a parameter enters an Alarm condition by passing a defined Alarm Threshold A profile of 6 different Alarm Thresholds can be set across a d
163. ile Edt view Favorites Tools Help ay 3 ERA Address El http flocalhostfrcc schedule_pagesfget_m_schedule_skillsets asp sSelectedReports 1 2 3 6 8 sReportTime 08 308 sReportName MonthlyCallstisS y Go Links z Google Y E search web Eh74blocked Flavor E Pd Options 4 NORTEL NETWORKS Monthly Schedule Skillsets Print Schedules Please highlight the Skillets you wish to include in the print schedule Daily Schedules e Weekly Schedules Monthly Schedules Skillsets d Development Real Time Training Agent Alarms Wallboard Setup Time Bins Setup Cancel Select All Submit Create Favourite Favourites Reports Dev8Train Delete Select Figure 60 Monthly Schedule Skillsets Page The Monthly Schedule Skillsets page allows you to select which Skillsets you wish to have included within the generated reports that are produced by the Monthly Schedule e Fora discussion of using Skillset Selection lists see page 60 e Fora discussion on using Favourites see page 61 Our example User Mary Smith has used her Dev amp Train Favourite to highlight and select the Development and Training Skillsets Reporting for Call Center Set Up and Operations Guide Issue 02 05 Using Reporting For Call Center 79 Note If you select the Agent Audit Report the Activity Code Report by Skillset Agent Activity Code Report by Agent or the Activity Code Report by of Pegs
164. illset Selection Page This page allows you to select the Skillset you wish to have included in the report and to specify the time period you wish the report to cover Note that the report is agent based not Skillset based This means that when you request a report on a Skillset the report will include all of the Agents who were logged into that Skillset during the requested period For Multi Skillset Agents the report will include all of the activity of the Multi Skillset Agents for all Skillsets into which they were signed during the report period If this was not the case and the report was limited to the Agent activity for the requested Skillset only you would need to run the same report for each Skillset that each of the Multi Skillset Agents was logged into to see a full picture of their activity The time period is specified by providing a From Date and From Time and a To Date and a To Time The From Date specifies the first date you wish to have included in the report Information from days before the From Date will not be included in the report The From Time specifies the time on the From Date from which you wish to have data included in the report Information from times before the From Time on the From Date will not be included in the report Issue 02 05 Reporting for Call Center Set Up and Operations Guide 148 Reports The To Date specifies the last date you wish to have included in the report Information from days
165. ime specifies the time on the Issue 02 05 Reporting for Call Center Set Up and Operations Guide 174 Reports To Date after which data will not be included in the report Information from times after the To Time on the To Date will not be included in the report Drop down menus allow you to choose dates and time values The Summary Report Skillsets page allows you to select which Skillsets you wish to have included within the report e Fora discussion of using Skillset Selection lists see page 60 e Fora discussion on using Favourites see page 61 Our example User Mary Smith has used her Dev amp Train Favourite to highlight and select the Development and Training Skillsets Clicking on the Submit button generates the report This is shown below Y Cryvtel Reporte Artex Varmar Micresc t Internet Explorer Ex D a o dl 1 fle Rx a Prams Compay Name Happy Daze Pharmacy Report Tite Summary Report ReponPe od 10 Mar 2004 08 00 to 10 Mar 2004 17 68 Repon Crested 20 Mar 2004 15 06 Data Timestamp 12 Mar 2004 15 57 Shalisats 1 3 Semeery Category Matter of Pirsani Calta Mo of Answored Call Transactions Meriter of Outgoing Cafe 140 Stage of Matame Calls FI Dame of Usstatfod Cafe 2 Semmary Category Zeta tar Pied Farane Thee to Answer 000158 eat aus Time 10 Alarm 000021 Betrag Grote of Service amp P era Digna Deration 000126 Figure 131 Summary Report The following statistics are displayed Report
166. ing for Call Center Set Up and Operations Guide Issue 02 05 Reports 175 Number of Presented Calls This is the total number of calls that were presented to the Skillets included in this report These calls might or might not have been answered This is the total potential calls that could have been answered No of Answered Call Transactions This is the total number of call transactions that were answered Ifa call is answered by an Agent and transferred to another Agent each Agent handles a separate Call Transaction Number of Outgoing Calls This is the number of Outgoing Calls placed by the Agents in the Skillsets included in the report Number of Abandoned Calls This is the total number of calls that were presented to the Skillsets but the caller disconnected before they were answered Number of Unstaffed Calls This is the number of calls that were presented to the Skillsets included in this report during periods when there were no Agents logged into take the calls Average Time To Answer This is the average time the Answered Calls had to wait before they were answered Average Time To Abandon This is the average time the Abandoned Calls waited for before they disconnected Average Outgoing Duration This is the average length of the Outgoing Calls made by the Agents in the Skillsets included in this report Average Grade of Service This is the average Grade of Service offered to the incoming callers for the Skillse
167. ion on using Favourites see page 61 Our example User Mary Smith has used her Dev amp Train Favourite to highlight and select the Development and Training Skillsets Clicking on the Submit button presents you with the Activity Code Selection page shown below Fis Sat Wen Paaris Troe Heb Q gt x AAJ taah sly ravertan Gwe H Lis de amp 3 Arthas bp Sbee1gCt fekt pap pe SCH air odes Dr Aert OVAS e 13 O 20040 3 9 OE AOST 210403 10420 171590 Coge hwb Eege E Bees 4 Select Activity Codes Prime Schedules Picasa salact Actidty Codes 10 rapan on Real Dm Shillsets Account Ory Agent Am Catslog Aasi Credit Appl Cregg Chk CrediStp Engneer Engines Fr HELD CALL ABRO New Order Wallboard Soup Time Eins Setup Repara NO PEG Saag Al II ShowRepat Cancel Figure 119 Select Activity Code page This page allows you to specify which Activity Codes you wish to have included in the report You can click on a single Activity Code to highlight and select a single Activity Code you can click the Select All button to highlight and select all Activity Codes and you can hold down the Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports 163 Control CTRL key and click on individual Activity Codes to highlight and select a selection of Activity Codes on which to report Note that if you have no Activities created in the Call Center or if no Agents have ever enter
168. iously by the User Mary Smith She has clicked on the Select button and Nortel Networks Reporting for Call Center has automatically highlighted and selected the two Skillset Development and Training e Fora discussion of using Skillset Selection lists see page 60 e Fora discussion on using Favourites see page 61 Issue 02 05 Reporting for Call Center Set Up and Operations Guide 96 Using Reporting for Call Center A btp lecalhsst ert 2restg sgrtep zgel mg sert srtep age Marea EEN ne pp Wm Faaker Toos Heb EJ O O x E ly Sy ros re E AS ce EE apiu ttreal les sert reg p PA ser 18 a Bes NERTEL NETWORKS Agent Alarms Setup Please salact the Shilsats for which you wish to configura Raa De agent thresholds Deg Tien gt z p Silbe list Apem Alarmes feet Herma Setups Waler Sch Thee Bies Setep Pets _Aasignwalues heen Lawnurges Mamo Dead Tra Diet Saeg nn Bice OOOO A S Figure 70 Agent Alarms Setup Page When you have selected your Skillset clicking on the Assign values button will present you with the Agent Alarms Values page shown below You may specify Agent Alarm settings for the following A gent activities also called Agent states Available Agent is free to take a call Internal Call Agent is on an intercom call Outgoing Call Agent has placed a call to an external party Incoming Call Center Call Agent has answered a Call Center Call Incoming Multimedia Call Agent h
169. is Skillset in this time slot when there were no Agents logged into it Grade of Service The Grade of Service offered to incoming callers during this time slot Summary Report Graphs The Summary Report also provides a selection of Summary Graphs each of which shows a profile of a single statistic across the time slots of the Report covering the time period of the Report These are shown below Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports 177 Anys Calo sudasxnuao wel CC 2 SE E ke h 2 Cable Hardheid in arot Stited E E mun opu eeseas S D Cua rer Figure 132 Summary Report Graphs Presented Calls This graph provides a profile of the number of calls that were presented in each time slot of the time period of the Report Answered Calls This graph provides a profile of the number of calls that were answered in each time slot of the time period of the Report Abandoned Calls This graph provides a profile of the number of calls that abandoned in each time slot of the time period of the Report Outgoing Calls This graph provides a profile of the number of Outgoing Calls that were placed by the Agents in the Skillsets included in the Report in each time slot of the time period of the Report Issue 02 05 Reporting for Call Center Set Up and Operations Guide 178 Reports Calls Handled In Another Skillset This graph provides a profile of th
170. isible on the Agent Selection page when there are some Agents available to select presents you with the Agent Audit report shown below This report shows a detailed breakdown of the activities undertook by the specified Agents for the period of the report Note that this report is intended to provide a highly detailed picture of the Agent activities and is intended to be used to produce reports that specify a short report period If the report period is long more than an hour or there are many Agents included in the report this report could be very long Issue 02 05 Reporting for Call Center Set Up and Operations Guide 160 Reports Y Cryutel Reports Ac teveX Varwe Mir ESTA CH 4 A Cplerer ei PW a a IER emm Company Name Happy Daze Pharmacy Report Title Agent Audit Report Report Period 10 Mar 2004 05 00 to 10 Mar 2004 17 59 Report Created 20 Mar 2004 14 50 Data Timestamp 12 Mar 2004 15 57 lits 4 Apem P Agent Mame 1 Als Tian ati Date Mec Actiaty Det aen 10Nar 2004 09 30 51 Anite tre 0000 01 10 Mar2004 093053 Not Ranty moon 10 Mar 2004 0958 34 Arailadie tre mono 10 Nar 2004 09 38 37 Incoming Cat KIC 10 Mar 2004 095 739 Break Time 00 00 15 10 Mar2004 093943 Araile tive mons 10 Mar 2004 000033 Break Tira 000015 10 Mar 2004 090039 Incorrng Cal 0000 01 10 Nar 2004 090053 Aealsble rre morn 10 Mar 2004 020117 incaraiy Cal mone 10 Nar 2004 09 06 3
171. it is valid In this way all alarms are rotated and displayed with a numerical display of 5 seconds in between them Instant Messages System Administrators or Users can manually enter and dispatch an Instant Message to the wallboards Instant messages will take priority over Alarm messages Scheduled Messages Wallboard Messages which need to go out at the same time every day or on a particular day can be associated with a schedule For example weekly fire alarm tests or a start of shift greeting or an end of shift message could be configured so that it automatically triggers at the specified time Schedules can be configured to trigger on single days groups of days or every day Scheduled messages will take priority over Alarm messages Summary Messages Nortel Networks Reporting for Call Center can be configured to provide pre defined hourly summaries on the wallboards Summaries can be configured to have an audible alert The values displayed in the summary messages are as follows Incoming Calls for previous Hour and Day so far Outgoing Calls for previous Hour and Day so far Answered Calls for previous Hour and Day so far Grade of Service for previous Hour and Day so far Using the Wallboard Options Selecting the Wallboard Setup option presents you with the Wallboard Menu page shown below with the wallboard options displayed in the list on the left hand side of the page Reporting for Call Center Set Up and Operations Guide
172. it view Favorites Tools Help ay a pp a S e a5 DAL A 2 ESPACIALES Address E http flocalhost rec schedule_pagesfedit_weekly_schedule asp schedulelID 2 SE Links 2 Google Bo Searchweb 33 174 blocked El autori EJ Ed options 4 NGRTEL NETWORKS Edit Weekly Schedule Print Schedules Reports Please select the day on which you wish Daily Schedules Ri Anewored Calls Report to have your weekly scheduled reports Weekly Schedules printed Monthly Schedules Monthly Sech lM Abandoned Calls Report Monday z Real Time Y Abandoned Calling Line ID Report Select printer I Agent Capacity Report HP DeskJet 840C 841 C 842C 843C I Help Request Report Agent Alarms Report period start time Wallboard Setup Y Call Average Report 00 oo x CiAgent Average Report Report period end time I Agent profile Report E E E E Cancel Time Bins Setup Reports I Agent Activity Report I Agent Audit Report FT Activity Code Report By Skillset T Activity Code Report By Agent I Activity Code Report By of Pegs 7 Summary Report IT Call Profile Report 7 Incoming Call Report I Help Request Unanswered Report Schedule Name WeeklyCalls Print time os Jan y E 2 Done 83 Local intranet ai Figure 56 Edit Weekly Schedule Page This page operates exactly like the Add Weekly Schedule page except the data fields and check boxes are already populated with the settings of the
173. ith staffed periods Note that if the Report includes more than one Skillset the Totals represent the cumulative amount of time for those periods in which all Agents were unavailable across all of the Skillsets Issue 02 05 Reporting for Call Center Set Up and Operations Guide 204 Reports Explained This is not the same as summing all of the Skillset values The Total figure in the report represents those times when portions of the individual Skillset maximum capacity periods overlapped with those from all other Skillsets For example the following section from a report shows two Skillsets ID Name Number of instances when No Agents were Total Time for All Available to Answer an Incoming Call Center Those Instances Call Total 7 Total 05 43 1 Development 30 41 28 3 Training 15 22 37 This shows that on 30 occasions all Agents in Development were unavailable for new calls and the total time for these three periods adds up to 41 28 Likewise Training had all of their Agents in use simultaneously on 15 separate times totalling 22 37 in total However the Totals show that there were only 7 occasions which total to 5 minutes 43 seconds when all of the Agents in Development and Training were in use at the same time Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports Explained 205 Help Request Report Y crystal Rapata ActiveX Varmar Micraectit Internet Explarer lxs a dia e gt
174. ith the dialog shown in Figure 9 This is the Choose Destination Location dialog If you do not wish to install Nortel Networks Reporting for Call Center on the default drive C click the Browse button and choose a new destination To proceed with the installation click the Next button To cancel the installation click on the Cancel button To return to the Customer Information dialog click on the Back button Reporting for Call Center Set Up and Operations Guide Issue 02 05 Introduction 19 InstallShield Wizard x Setup Status Reporting for Call Center Setup is performing the requested operations Figure 10 Setup Status Dialog If you clicked the Next button in the Choose Destination Location dialog shown in Figure 9 you will be presented with the dialog shown in Figure 10 This is the Setup Status dialog This shows the progress of the installation If you wish to cancel the installation click the Cancel button If you wish to proceed with the installation please wait for the installation to complete Presently you will see the message shown in Figure 11 displayed EN Please wait while the MySQL Database is installed This may take a few minutes Figure 11 Database Installation Dialog This informs you that the installation has proceeded to the stage where the MySQL database is being installed The MySQL database is not installed into the same folders as Nortel Networks Reporting for Call Center it is installe
175. kcbpts 0 3 7 9 Stret Internet Explarer me Sp Date Too mp x E Al sw SS Bre G o par tat rc Malbowd Longer up wmd ebe 200 3 7 2 Googie zl Bross Si Berta Elon Add Alarm Please input the detalla of ita dam balow An alarm wil ais be saved fa ieashold valua has bean antared Wallboard Stegen System gt Paramotor same H ID KEN e UE ESO GE CL Poe Stan Thee Compares Threshold CE y ks Se Messaya No Message z Period Start Time Compares Threshold mir Ta TE Mossage No Massage E Ported Siar Time Comparsa Tiweshold Jegiseg ia S sx No Message Ported Start Teme Comparses Threshold Rs 29 Mossaqe No Massage E mor er oo EI Figure 83 Add Alarm Page When you assign an Alarm it is specific to a particular Skillset or the System if you select the System list item An Alarm Message may be used by many Skillsets but an Alarm is specific to a single Skillset The alarm parameter has to be monitored in the Skillset of interest in order to allow Nortel Networks Reporting for Call Center to decide whether the alarm trigger condition has been met Note You may specify the same alarm conditions for different Skillsets and these different alarms may use the same Alarm message but they are in fact all separate and distinct alarms and they have to be created separately Note If you configure an Alarm to be a System Alarm that Alarm will
176. killset page This page allows you to select the Skillsets you wish to have included in the report and to specify the time period you wish the report to cover The time period is specified by providing a From Date and From Time and a To Date and a To Time The From Date specifies the first date you wish to have included in the report Information from days before the From Date will not be included in the report The From Time specifies the time on the From Date from which you wish to have data included in the report Information from times before the From Time on the From Date will not be included in the report The To Date specifies the last date you wish to have included in the report Information from days after the To Date will not be included in the report The To Time specifies the time on the To Date after which data will not be included in the report Information from times after the To Time on the To Date will not be included in the report Issue 02 05 Reporting for Call Center Set Up and Operations Guide 166 Reports Drop down menus allow you to choose dates and time values The Activity Code Report by Agent Skillsets Selection page allows you to select which Skillsets you wish to have included within the report e Fora discussion of using Skillset Selection lists see page 60 e Fora discussion on using Favourites see page 61 Our example User Mary Smith has used her Dev amp Train Favourite to highlight and select the Deve
177. les page shown below Initially this will be empty Issue 02 05 Reporting for Call Center Set Up and Operations Guide 56 Using Reporting for Call Center 3 http localhost rcc schedule_pages daily_schedules asp Microsoft Internet Explorer File Edit View Favorites Tools Help CA JL e Ry mL J SES 2 sean Le Favortes meda E Address E http flocalhost rec schedule_pages daily_schedules asp gt Go Links gt Google E search web gt 3 E za Heed Flavor EJ ed options 4 NORTEL NETWORKS Your Daily Schedules Print Schedules Your daily print schedules appear below help is available by clicking the Daily Schedules help button above Weekly Schedules Monihiy Schedules You do not have any schedules defined Click add to begin adding schedules Real Time Add Agent Alarms Wallboard Setup Time Bins Setup Reports z El 63 Localintranet S Figure 43 Your Daily Schedules Page To add a Daily Schedule click the Add button Clicking on the Add button presents you with the Add Daily Schedules page shown below Reporting for Call Center Set Up and Operations Guide Issue 02 05 Using Reporting For Call Center 57 e http localhost rec schedule_pages add_daily schedule asp Microsoft Internet Explorer 101 xl File Edit View Favorites Tools Help Que S 4 x 12 AE rage A reds E WS E SL 3 Ed
178. lhostrec schedule _pages weekly_schedules asp Microsoft Internet Explorer E 5 x File Edit view Favorites Tools Help ay A r gt E Ma A E gt Que DO se raros Wien E A Address al http flocalhost rcc schedule_pages weekly_schedules asp Do Links gt Google Y fo search web 3 174 blocked fe zuer EY Ed options 4 NORTEL NETWORKS Your Weekly Schedules Print Schedules Your weekly print schedules appear below help is available by clicking the Daily Schedules help button above Weekly Schedules Monthly Schedules Name Skillset Created Print Time J Real time e WeeklyCalls 6 Dec 2003 08 30 Edit Delete Agent Alarms Add Wallboard Setup Time Bins Setup Reports O i 83 Local intranet Figure 55 Your Weekly Schedule Page with a Schedule in the List Note that each Schedule can be identified by the Schedule Name that was provided earlier when the Schedule was created Beside each listed Schedule are two buttons The Edit button allows you to change the settings for a Schedule The Delete button allows you to remove the Schedule completely Edit Clicking on the Edit button presents you with the Edit Weekly Schedule page shown below Reporting for Call Center Set Up and Operations Guide Issue 02 05 Using Reporting For Call Center 73 e http localhost rec schedule _pages edit_weekly_schedule asp scheduleID 2 Microsoft Internet Explorer sl x File Ed
179. ling Line ID and the time the call waited before it abandoned Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports 139 Agent Capacity Report Clicking on the Agent Capacity Report button presents you with the Agent Capacity Report Skillsets page shown below petty Ier abezu repar_ gags reporta apra Agent Capacity Espert Mecrsac t Internet Explorer me Ep wm Frae Took mp a Om O Al Ai Owe mas es AA Address hip Jace nce repart_pegenreperts aap rama tgek IDC ty DP epert Gos sn rra Ble Agent Capacity Report Picasa select a parad then a Shilsat to rapar on Freee date 130 7 Now 2003 From timo 00 00 To date 3 2 Nov 005 To time 23 Faveetites Kame Dev Tran Daikto Sako Saile Foie Ai j Croste Favo ito Submit Cancal j Wes EE RS Figure 102 Agent Capacity Report Skillsets page This page allows you to select the Skillsets you wish to have included in the report and to specify the time period you wish the report to cover The time period is specified by providing a From Date and From Time and a To Date and a To Time Note that the report is agent based not Skillset based This means that when you request a report on a Skillset the report will include all ofthe Agents who were logged into that Skillset during the requested period For Multi Skillset Agents the report will include all of the activity of the Multi Skillset Agents
180. ll be further prompted for the Agents and or the Activity Codes you wish to have included within these Reports These further steps are described on Pages 156 Agent Audit Report 161 Activity Code Report by Skillset 165 Activity Code Report by Agents and 169 Activity Code report by of Pegs Selecting the Print Schedules option presents you with the Print Schedules page shown below with the various Print Schedule options displayed on the left hand edge of the page beneath the main Print Schedules heading Reporting for Call Center Set Up and Operations Guide Issue 02 05 Using Reporting For Call Center 55 3 http localhost rcc schedule_pages schedule_index asp Microsoft Internet Explorer File Edit View Favorites Tools Help EA e A8 mL J SES A A O seh Le Favortes meda E Address E http flocalhost rcc schedule_pages schedule_index asp gt Go Links gt Google E search web gt 3 E za Heed Flavor EJ ed options 4 NORTEL Print Schedules Print Schedules Mary please select the print schedules you wish to view from the menu on Daily Schedules the left Weekly Schedules Monthly Schedules Real Time Agent Alarms Wallboard Setup Time Bins Setup Reports z El 1 6 Localintranet y Figure 42 Print Schedules Page Daily Schedules Selecting the Daily Schedules option presents you with the Your Daily Schedu
181. lls To specify which printer the reports will be generated on select one of the options from the Select printer drop down menu This drop down menu will list all of the printers which are accessible from the Web Host PC The reports are generated from the databases held in the Web Host PC Our example User Mary Smith has configured her Daily Schedule as shown below Reporting for Call Center Set Up and Operations Guide Issue 02 05 Using Reporting For Call Center 59 e http localhost rec schedule_pages add_daily schedule asp Microsoft Internet Explorer 101 xl File Edit View Favorites Tools Help Ed Qua O 1012 AE rage A reds E Q d SL 3 Address E http localhost ree schedule_pages add_daily_schedule asp SE Links gt Google search web E74 blocked fEl autor EY ed options 4 NORTEL NETWORKS Add Daily Schedule Print Schedules Reports Daily Schedules Weekly Schedules Monthly Schedules Y Answered Calls Report M Abandoned Calls Report RealTime Abandoned Calling Line ID Report I Agent Capacity Report Agent Alarms I Help Request Report Wallboard Setup 7 Call Average Report FT Agent Average Report Time Bins Setup 7 Agent profile Report Reports TT Agent Activity Report 7 Agent Audit Report F Activity Code Report By Skillset I Activity Code Report By Agent FT Activity Code Report By of Pegs I Summary Report Please select the days for which you wi
182. lls in the Day total Reporting for Call Center Set Up and Operations Guide Issue 02 05 Using Reporting For Call Center 115 gt Greater than or equals to This type of comparison is used when you wish to monitor a parameter against some upper limit That is you wish to be informed if the parameter value ever meets the Threshold you supply For example if you wish an alarm to be triggered if the number of Agents who have made themselves Not Ready rises above 4 you would use AN gt 4 To finalise the specifications for the Alarm you must indicate which message you wish to have sent when the alarm is triggered The available messages are displayed in a drop down menu Note There is also a type of Alarm that does not have an alarm message This is known as a Static Alarm In the case of a Static Alarm the parameter value is displayed in flashing red on the wallboard For this type of Alarm to be effective the parameter must be one of the parameters you have chosen to have displayed on your wallboard see the section Parameters Button on Page 106 To specify a Static Alarm select the No Message option from the Message drop down menu Alarm Periods It is possible to specify different Alarm conditions for a single Alarm for up to 6 Alarm Periods throughout a single day The Alarm Periods are defined by specifying start times for each period Alarm Periods allow you to specify different Thresholds Comparisons and Messages
183. llse ignment CC Userna Surname Maintenance Language UK English Assign Wallboards Company Details Administrator O Reporting B Local intranet Figure 24 Add User Page This page allows you to enter the details of the new User You provide the first name and the surname of the User and the username they will use to log in to Nortel Networks Reporting for Call Center with You can specify the language preference of the User which will dictate the language used to display the Nortel Networks Reporting for Call Center Web Pages to them Finally you can specify whether the new User is able to configure wallboards for their assigned Skillsets and whether they are a regular User or an Administrator Note 1 You should only make a User an Administrator if it is required for that individual to be able to specify and change fundamental configuration settings within Nortel Networks Reporting for Call Center Note 2 All new Users have their passwords defaulted to 0000 The first time they login to Nortel Networks Reporting for Call Center they are prompted to change their password In the example shown below the new user Mary Smith has been added with the Username of MaryS she is going to receive the Web Pages in English and whilst she is able to configure wallboards for her assigned Skillsets she is not a full Administrator Reporting for Call Center Set Up and Operations Guide Issue 02 05 Administration
184. lopment and Training Skillsets Clicking on the Submit button presents you with the Activity Code Selection page shown below Pie Sot Wen Fee Took Heb Qm ida Le gt muh Le rma vaa Zi a B a egent 2 TEE Edel zech EI En cache Opora 2 Select Activity Codes Prit Schedules Picasa salact Actidty Codes 10 rapan on Bea Tina Shillsats Arcount Ory Agent erms Catsiog Ras Credit App Credit Che CredtStp Engnesr Engneer Fr HELD CALL ABRO dew Order Walboard Soup Time Bins Setup Rapata INO PEG w Saag Al II ShowRepat Cancel Figure 123 Select Activity Code page This page allows you to specify which Activity Codes you wish to have included in the report You can click on a single Activity Code to highlight and select a single Activity Code you can click the Select All button to highlight and select all Activity Codes and you can hold down the Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports 167 Control CTRL key and click on individual Activity Codes to highlight and select a selection of Activity Codes on which to report Note that if you have no Activities created in the Call Center or if no Agents have ever entered an Activity Code you will be presented with Select Activity Codes page with a message informing you that you have no Activity Codes to choose from This is shown below feet 8 bet Nocethost ker jrepart_pagerpat_actra code
185. lot of Agents have all had to make Help Requests regarding a Issue 02 05 Reporting for Call Center Set Up and Operations Guide 206 Reports Explained particular caller it might be decided that all Agents are informed to transfer that particular customer to the Supervisor as soon as the call is answered If the Calling Line ID is not shown the Line number is shown Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports Explained 207 Call Average Report Varwe Mare x we afore S 4 ef Te rs le NORTEL Company Name Happy Daze Pharmacy Report Title Call Average Report Report Period 10 Mar 2004 00 00 to 10 Mar 2004 17 59 Report Created 20 Mar 2004 13 06 Data Timastamp 12 Mar 2004 15 57 Shallsats 1 3 Cal Contes Call Cat Contes Con LE Tracia bat zg Time to Average Tite to Fasai Abanna TN 34 ES ne 00 00 26 Vokes 00 00 43 90 00 26 Kutimia d opman 3 000000 TOwebomn otw ae 000026 opman Ei 00 00 26 000090 a GE 000000 a 900090 00 00 00 00 00 00 000000 a 000000 Figure 150 Call Average Report This report can be used to determine the appropriate settings for the Primary and Secondary Alerts or wallboard alarms by looking at the Average Time to Answer and Average Time to Abandon figures This report shows that the Average Time to Abandon is lower than the Average Time to Answer so it would be appropriate to establish wallboard alarms when a call has waited say 15 secon
186. lphabetical order with the average call duration time the number of pegs and the actual accumulated time of all the calls that were associated with each Activity code Activity Codes can be used to determine different things If an Activity Code represented each magazine or publication in which advertisements had been placed and each incoming caller was asked to say where they saw the advertisement they were responding to it is easy to build up a picture of which publications are the most effective vehicles for your advertisements Activity Codes can be used to identify different types of call For example a Help Desk could have activity codes for different products that they support It is then easy to see which products generate the most calls or which product support calls have the highest average talk time Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports Explained 215 Activity Codes can be used to represent A gent activity as a result of a call for example Activity Codes could be established to represent Credit Account Application Letter Sent or Catalog Posted etc Issue 02 05 Reporting for Call Center Set Up and Operations Guide 216 Reports Explained Activity Code Report by Agent waur Merosni E amp fo zji s 1 fit gt NORTE as a Compery Name Happy Daze Pharmacy Repat Tite Activity Code Report By Agente Repon Pe od 10 Mar 2004 08 00 to 10 Mar 2004 17 59 Re
187. ls about existing logs System Administration Logging is activated plase click the button to deactivate Maintenance System Status Deactivate logging Clear Log Window Logging Log data appears below Company Details Reporting KI Local intranet Figure 32 Logging Menu Page The Logging Menu page contains a window which lists logging activity information and two buttons Various diagnostic logs are always running whenever Nortel Networks Reporting for Call Center is operational The Logging Menu window allows you to start or stop one of the diagnostic logs This log captures the XML data sent from the Call Center to Nortel Networks Reporting for Call Center You would only normally stop this log under the instruction of Support Personnel The Clear Log Window button erases any text from the Log Data Window It does not affect the current state of logging If the XML data logging is on the first button will be labelled Deactivate Logging Clicking this will cause the logging to stop as shown below Issue 02 05 Reporting for Call Center Set Up and Operations Guide 44 Administration A http Hocalhost rccladmin_pages logging asp Microsoft Internet Explorer File Edit View Favorites Tools Help Q sexx S x El Le Search Sie Favorites A media Lab EX Address Si http flocalhost rcc admin_pages logging asp A Administration Logging Menu Call Center Connection This section
188. mmended Reporting for Call Center Set Up and Operations Guide Issue 02 05 Introduction 7 Memo 64 MB minimum 128 MB recommended Network Interface Card TCP IP protocol SVGA display Mouse or other Windows compatible Pointing Device Microsoft Internet Explorer version 5 or higher Operating System Microsoft Windows NT 4 Service Pack 6a Microsoft Windows 2000 Service SP2 Microsoft Windows XP Professional These are the ONLY supported operating systems Note Windows 2003 Server is undergoing compatibility testing but Windows 2003 Server is currently NOT a supported Operating System Web Server Nortel Networks Reporting for Call Center has been verified with Microsoft Internet Information Services 4 and 5 Hard Disk Space Required For installation of application on Web Server 80 MB Storage space required for Historical Data approx 256 bytes per call Note that the database will grow through time and that if the diagnostic logging option is turned on the log files will require extra disk space as well Operating System Compatibility Nortel Networks Reporting for Call Center has been verified for correct operation on the following Operating Systems Operating System Version Windows NT 4 00 1381 Windows 2000 5 00 2195 Windows XP Professional Version 2002 Issue 02 05 Reporting for Call Center Set Up and Operations Guide 8 Installation Installation 3 Introduction
189. n Agents Educ ai j Show Rapat canal I ifee A A ias Figure 115 Agent Selection Page This page allows you to specify which Agents you wish to have included in the report You can click on a single Agent to highlight and select a single Agent you can click the Select All button to highlight and select all Agents and you can hold down the Control CTRL key and click on individual Agents to highlight and select a selection of Agents on which to report Note that if you have no Agents created in the Call Center or if no Agents have ever logged into the particular Skillsets you have selected and performed the activity on which you are reporting you will be presented with Agent Selection page with a message informing you that you have no Agents to choose from This is shown below Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports 159 3 sep becalhset rrr repart pagus eqet eud egery apra 3 9 Larus 2003 12 00 00 00 Mires Internet Eplerer ID x ne ER a Fanke Teck Heb a a Qa al ee OI 8 13 Address hip Jace nce repart_pegerfegert_arit_eperts apra tara DOC OO DOR TORIO TEDI DO ad PE its Googe zl E zschuug gi rea Zu NERTEL NETWORKS Select Agents Please sakit Aparta 10 parn on There are fo configured aparts to repan on in ihe salacted period Figure 116 Agent Selection page with No Agents Available Clicking on the Show Report button which is v
190. n below Changing Default Password Reporting for Call Center Set Up and Operations Guide Issue 02 05 Administration 25 a http localhost rcc main change_login_admin asp Microsoft Internet Explorer File Edit View Favorites Tools Help 2 Osch UY EN a Le Search Se Favorites S media A g Address Si http flocalhost rce main change_login_admin asp NORTEL Change Password Please input a new password below New password KH Confirm password B Local intranet Figure 15 Change Password Page Choose a new password The password can be from 1 to 10 characters including upper and lowercase letters and digits It can be anything apart from 0000 Enter your new password in the New Password field and then enter the same password in the Confirm password field If there were any differences between the two entries you will be informed that the password and confirmation do not match and you will need to re enter the password in both fields once more If you have successfully entered the new password correctly in both fields you will be presented with the Administration Menu page shown below Administration Menu The Administration Menu is the page an Administrator will be presented with whenever they login unless they are logging in with a default password of 0000 Note To remind you that you have logged in as an Administrator the word Administration is displayed on the right hand end
191. n from days after the To Date will not be included in the report The To Time specifies the time on the To Date after which data will not be included in the report Information from times after the To Time on the To Date will not be included in the report Drop down menus allow you to choose dates and time values The Answered Calls Report Skillsets page allows you to select which Skillsets you wish to have included within the report e Fora discussion of using Skillset Selection lists see page 60 e For a discussion on using Favourites see page 61 Our example User Mary Smith has used her Dev amp Train Favourite to highlight and select the Development and Training Skillsets Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports 133 Answered Calls Report Please okt a parod then a Shilsal 10 rapan on From date 30 Now 2003 From timo 00 00 To date 07 Nov 00 7 To timo 25 2 Favourites Bolte Seka Select Al Cese Famine Sibma Cancel Figure 96 Answered Calls Report Skillsets Page Mary Smith has specified that her report should run from the start of day 00 00 on November 30 2003 up to 23 59 on November 30 2003 and it should include information from the Development and Training Skillsets Clicking on the Submit button generates the report This is shown below Issue 02 05 Reporting for Call Center Set Up and Operations Guide 134 Reports
192. n real time Each line of the Agent Detail Real Time screen represents a single Agent Issue 02 05 Reporting for Call Center Set Up and Operations Guide 92 Using Reporting for Call Center e DT Qoatlieh roc rallies pages redbrme_ermbudjed_systmm_agermts esp skiivets 1 3 Mirrosnit Irtienet Eplerar Fie Gi Wm Fakes Too ek 738 23 Gos l as zl E Address 2 Mp Aa gfnttrechreai Se pegan radares e gne ie Augen Siet pida 1 3 Mwitroered Call Armored Hon ab Leaga Sarkar Calle Suteolna Calla Center Calls sent Gtabue Duration SE la awaa ozssaojo Lal avalada Loss ol E papel empl ata liesen es Figure 68 Agent Detail Real Time Page Indicates the Call Center ID of the Agent Agent Indicates the name of the Agent and also indicates the state the Agent is in by colouring the cell background The state of the Agent is dependant on their current activity Further detail on the Agent state can be seen in the Status column Incoming An Agent is in the Incoming State when they have answered an Incoming Call Center Call The information in the Status column indicates the type of call The Incoming State is represented by Light Green Break Time Break Time is the term used to describe the period of time allocated to each Agent to allow post call completion work also called wrap up Break Time is represented by Dark Green Outgoing Reporting for Call Center Set Up and Operations G
193. na Figure 154 Agent Audit Report This report provides a detailed breakdown of the various activities of an Agent for the period of the report Note that if the Agent is a multi Skillset Agent all of his activities will be included for all Skillsets into which he was signed for the duration of the report Also note that as this report is very detailed it can grow VERY large VERY quickly This report is best suited to on screen detailed examinations of short periods of a single Agent s activity Issue 02 05 Reporting for Call Center Set Up and Operations Guide 214 Reports Explained Activity Code Report by Skillset D Intenet implorer waur Marea xa a S yal Te SA ERR a Compery Name Happy Daze Pharmacy Repon Tite Activity Code Report By Skiiset Repon Pe od 10 Mar 2004 05 00 to 10 Mar 2004 17 59 Report Crested 20 Mar 2004 14 53 Data Timestamp 12 Mar 2004 15 57 Skilsets 1 3 4 Accent Ory 7 e 000136 S d 1 Devetonrrent y ae ORB 1 Daveioprmem 55 000120 trett eng 2 000127 E 1 D sgromet 4 b 000127 A Creada ek EA S 000907 1 Devetoprrent 000903 et y open D A Development S 000206 13 Esper 5 7 d ormar L Development lt LES 48 Esgniee Fa z i 00 02 42 A DGesgironent y d atmaz Figure 155 Activity Code Report This report shows the Activity Codes which have been entered on calls for each Skillset included in the report For each Skillset the Activity Codes are presented in a
194. nd Overflowed transactions Issue 02 05 Reporting for Call Center Set Up and Operations Guide 196 Reports Logged In Time Indicates the total time that the Agent was logged in to the Call Center This may be the sum of several or many instances according to the duration covered by the report No Answered Call Center Transactions Indicates the number of Call Center transactions that this Agent has answered Incoming Call Center Time Indicates the total duration of the Call Center Call Transactions answered by this Agent No of Break Time Instances Indicates the number of BreakTime instances this Agent received from the Call Center Break Time Indicates the total duration of the Break Time periods this Agent received Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports Explained 197 Reports Explained 7 Answered Calls Report A crystal Reporte Ar AcboveX Varamu tran a o y 4 DT Ha Pram Internet Explarer om WE CompanyName Happy Daze Pharmacy Report Title Answered Calls Report ReponPeriod 10 Mar 2004 08 00 to 10 Mar 2004 17 59 Repot Created 22 Mar 2004 11 37 Data Timestamp 12 Mar 2004 15 57 Sl llbats 1 3 0010 0 050 040 IA 54 48 4 18 1 Se ee DA ISA 0 0 0 0 0 0 0 0 HEEL 0 0 1 0 0 0 2 0 Figure 145 Answered Calls Report The Answered Call Report shows the total number of calls that were answered by the Skillsets include
195. nd for Agents e Real Time information via hardware and software IP enabled wallboards e A comprehensive Historical Reporting package Within this document the phrase the Call Center platform is used to refer to either the Business Communications Manager or the CallPilot hardware and the phrase the Call Center is used to refer to the Call Center application running on that platform The platforms are only referenced specifically by name in areas of this document describing the installation of the Call Center Reporting application software on Pages 13 14 17 18 amp 19 and the discussion concerning the configuration of the Call Center Connection page on Page 27 Web Based User Interface All of the Administrative and User interactions with Nortel Networks Reporting for Call Center are conducted through a series of Web Pages accessed via Internet Explorer browser sessions These Web Pages are hosted on a nominated PC which is referred to as the Web Host PC onto which the Nortel Networks Reporting for Call Center software is installed The Web Host PC communicates directly with the Call Center to retrieve Real Time updates for the Real Time screens and wallboards and Historical information for the reports Other PCs that have network access to the Web Host PC can access these Web Pages This allows multiple Users to use Nortel Networks Reporting for Call Center without having any software other than Inter
196. ndled If this was not the case and the report was limited to the Agent activity for the requested Skillset only you would need to run the same report for each Skillset that each of the multi Skillset Agents was logged into to see a full picture of their activity Issue 02 05 Reporting for Call Center Set Up and Operations Guide 210 Reports Explained Agent Profile Report Y Created Regarta ActiveX Varmar Meresct Internet Explerer x 9 A o 1 sit LA 5 Pas NQGRTEL CR rs Compay Name Happy Daze Pharmacy Report Tite Agent Profile Report Report Penod 10 Mar 2004 08 00 to 10 Mar 2004 17 39 Repon Created 20 Mar 2004 14 29 Data Timastamp 12 Mar 2004 15 57 Skilsets 1 feat Logped ja Soda Mol Resey hera Tme Time Time Erak Tano Call Cestas incosisg Tine Oa uzteu Calls Cayo Tane d Alison 0850 1048 10M3n 01 2319 000709 00 20 45 00 04 47 18 AAR 0090 00 1405 1600 1030 045530 100649 101718 000739 a mara 000000 a 2pomga 0646 1019 10mMa9 01 3235 0001 59 003520 001031 1 103740 0 000000 1120 1601 dwad 044035 000613 30307 Oko Az as mai H ooo PETTI z 0657 1019 110Ma0 01 21 15 tones 00 19 02 00 04 15 17 KEEN a 00 00 00 1057 1807 10090 050512 001 0058 Dag OUIA 7i Dana a moos 1638 1652 00Na 003138 000004 00 14 46 000 AS 3 Ke 0 Diop a Dem 0911 1019110Ma0 01 0736 waw w137 000932 17 mari 1 Mone 1058 1600 NANa 050133 000405 012635 001217 35 030310 3 00 21 12
197. net Explorer installed on their PCs Language Support Each Administrator or User of Nortel Networks Reporting for Call Center can have their Web user Interface pages presented to them in one of the following 13 languages North American Reporting for Call Center Set Up and Operations Guide Issue 02 05 Introduction 5 English United Kingdom English Canadian French Latin American Spanish Brazilian Portuguese Spanish Dutch French German Italian Norwegian Danish Swedish Individual wallboards can also be driven in any of these languages Administrators and Users There are two types of user of Nortel Networks Reporting for Call Center These are called Administrators and Users As well as having access to all of the usual features of Nortel Networks Reporting for Call Center Administrators can specify and change fundamental configuration settings within Nortel Networks Reporting for Call Center For security purposes and to maintain system stability ordinary Users cannot change these fundamental configuration settings only Users with Administrator s capabilities User interactions with Nortel Networks Reporting for Call Center are limited to using the features that 1t provides Whilst Users cannot modify the core set up of Nortel Networks Reporting for Call Center they can however specify and change some personal preferences and they can configure aspects of Nortel Networks Reporting for Call Center which only a
198. ns on Client Pe 237 E sw ceo eo ee ce eee eee 238 A apaa E ar rE eaa a EOE aiai 242 Le A E AA AE A EEA EEE AEE 243 Reporting for Call Center Set Up and Operations Guide Issue 02 05 Table of Figures ii Table of Figures Figure T Internet Properties WI Wei ada 9 Figure 2 Delete Files Dil a ooo 10 Figure 3 InstallShield Initialization Dialog areometria inai Ei REESE E E E iE 13 Figure 4 Language Selection Dial oa 13 Figure 5 InstallShield Windows Installer Configuration Dialog 14 Figure 6 InstallShield Wizard Start Dialog ooonininnnnnnnnonnensnncoarrn ce 15 Figure Ze License Agreement Dd dae 16 Figure 8 Customer Information Dial Don 17 Figure 9 Choose Destination Location ensani SEENEN 18 Figure TOS A O A dd 19 Figure 11 Database Installation Dial 19 Figure 12 Java Installation Mueren beer Deene ui eege ee eene ee SE 20 Figure 13 Installation Complete Didi dle vias 20 Fig re 14 Los In pared det 24 Figure 15 Change Password Paris S 25 Figure 16 Administration Menu Pateando dd e aa a nena a e re Arete E EE yeas 26 Figure d7 CallCenter Connection Pare nda sos 27 Figure 18 Connection Security Setting Changed Reboot Message ccccescesseseseceseeeeeseeeneeseeeseceeeeseeeeeeeeesseeneeeeeseenaeenses 28 Figure 19 Starting Data Download notification Message 29 Figure 20 Download Status Wid0 Weston 29 Figure 21 System Administration Men Parets 31 Figure 22 System Administrator detalls Parecido 32 Fig
199. nter the report will be generated on You may specify the number of copies you wish to have printed and if the report contains several pages you can choose to print the whole report the page you are currently viewing or a selection of pages The Preferences button allows you to specify settings such as paper orientation and size To make sure your printed report correctly fits the paper you are using you must ensure that you have selected the correct paper size and that you have set the magnification of the report to Page Width see Page 130 Exporting A Report Clicking on the export report icon opens the export report window shown below Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports 129 Export Report xj File Format Microsoft Excel y r Page Range Ze All C Pages From fi To fi File name CAD ocuments and Settings davem Desktop MondaylncomingRe OK Cancel Figure 94 Export Report Window File Format Select the desired format from the File Format drop down menu The available formats are Export Format Name Extension Required Viewer Crystal Reports native tpt Crystal Reports format Microsoft Excel xls Microsoft Excel or Microsoft Excel Viewer Microsoft Excel data only xls Microsoft Excel or Microsoft Excel Viewer same as Microsoft Excel format above but in a naked format without the shading highlighting and ot
200. ntt Internet Explorer I Bi x Fe Ed Wm Faxes Tos Hip Qu O Ai 2 n sere e E BR 13 Address E L n Jace rer ka geed pagara romanga apretar Googe zl rss gi Batted Elon Instant Messages Please select a massage from your asistir massages oF type a new massa if required Exisiting messages Welbourd Assignment z Kew message Morinyou have left your cw lights on Se Geet Xj a LI Baba Figure 90 Composing an Instant Message The Instant Messages page allows the User to select any of the stored messages from the Existing messages drop down menu They may also type any ad hoc message in the New message field To send the message to the wallboards click the Send button e If there is no text in the New message field the displayed message in the Existing messages drop down will be sent to the wallboards e Ifthere is text in the New message field that text is sent to the wallboards In both cases you will be returned to the Instant Messages page Issue 02 05 Reporting for Call Center Set Up and Operations Guide 124 Using Reporting for Call Center To return to the Instant Messages page without sending an Instant Message click on the Cancel button Note As usual you can include parameter abbreviations in brackets in the text of the New message to have Nortel Networks Reporting for Call Center automatically replace these with the correct numerical value for the parameter when the message
201. of Nortel Networks Reporting Reporting for Call Center Set Up and Operations Guide Issue 02 05 Glossary 241 Unstaffed Calls Wallboard for Call Center but they do not have the same scope for configuration as an Administrator Calls that were presented to the Skillset when there were no Agents logged In to handle those calls A device that is used to display Call Center statistics and messages to the Agents and other Call Center staff Nortel Networks Reporting for Call Center TCP IP enabled hardware WallBoards and SoftBoards from the ipView range of wallboards Issue 02 05 Reporting for Call Center Set Up and Operations Guide 242 References References 11 1 Software Keycode Installation Guide Reporting for Call Center Set Up and Operations Guide Issue 02 05 Index 243 Index A Abandon Time Bins 50 238 Abandoned 50 53 59 69 77 87 91 98 131 134 135 136 137 138 175 176 177 180 182 185 187 199 200 201 202 221 224 238 239 240 Abandoned Call 50 59 69 77 131 134 135 136 137 138 175 176 177 187 199 200 201 202 221 238 Abandoned Call Report 134 135 136 199 Abandoned Calling Line ID Report 137 138 200 201 Abandoned Time Bins 50 136 199 238 240 Activity Code 54 63 71 79 161 162 163 164 165 166 167 168 169 170 171 172 214 215 216 217 218 219 223 Activity Code Report by of Peg
202. oft Intenet E x aioa zll 4 Leni DW Proview NERT EL Company Haro Report Tite Agues Activity Report by Skillset Rapan Period 11 Jan 2004 00 00 to 11 Aug 2104 22 59 Report Crested 11 Awg 2004 11 25 Data Timastarro 15 Jal 2004 05730 Stitaets Dovekprecet T serg Mo of Logged in Coll Incoming Coll Benak Time Time Center Time Instances Break Time 01038 DO 000246 0900 00 000924 ug 01 1924 ORE 000243 PRES 9005 22 00 03 06 Figure 165 Agent Activity Report by Skillset This report allows the work in each Skillset to be reviewed All ofthe Agents who have logged into those Skillsets included in the report are reported on Only the activity directly related to the appropriate Skillsets is displayed for each Skillsets In the example above Agent Zoe has been logged into Skillset 1 and Skillset 3 and so the report breaks out her activity for each of these Skillsets and she appears in the report under both the Skillset 1 and the Skillset 3 categories Issue 02 05 Reporting for Call Center Set Up and Operations Guide 228 Upgrading to Reporting for Call Center Upgrading to Reporting for Call Center 8 Introduction This section answers the questions that need to be asked during the upgrade of an existing installation of Nortel networks Call Center Reporting version 2 5 3 0 or 3 5 to Nortel Networks Reporting for Call Center What Do have to Install Nortel Networks Reporting for Call Center h
203. oming Call Center Call either a PSTN or a Multimedia call The Incoming State is shown as Green in the Real Time Screens If an Agent has been on an Incoming Call in excess of the Incoming Call Duration Threshold their timer will be displayed against a Red background Issue 02 05 Reporting for Call Center Set Up and Operations Guide 240 Glossary Multimedia Call A call generated and conducted through the use of Nortel Networks Multimedia Call Center A call which may involve a Follow me browser session a Chat session or was initiated by a caller clicking a button on a Web Page Non Call Center Call State oooonionco o Grey is used for non Call Center calls Not Ready State Either the Agent has invoked the Make Not Ready feature to indicate they are not Available to take calls or the Call Center has placed them in the Not Ready state because a call was unanswered at their handset or the Agent is active on an internal call The Not Ready State is shown as Dark Grey in the Real Time Screens If an Agent has been Not Ready in excess of the Not Ready Duration Threshold their timer will be displayed against a Red background Outgoing State The Agent is engaged on an Outgoing Call The Outgoing State is shown as Yellow in the Real Time Screens If an Agent has been on an Outgoing Call in excess of the Outgoing Call Duration Threshold their timer will be displayed against a Red background PSTN C
204. on 39 Each configured user is listed on this page In our example we only have one configured User Mary Smith Beside the entry for Mary Smith there is a button labelled Assign Clicking the Assign button presents you with the Assigned Skillsets page shown below Pottery erhal vr adron penes aset witlseta asp iusgrl A8 Micrnwelt Snbersert Explorer ne Cp Wm Fewkes Toos Hep gt Quo 9 0 12 50m Eros es E A Address 8 bp Jace rcrledan_ pegar sarign_d Ze see Desh Googie Bss Si rs Glos O dom 2 NERTEL NETWORKS Administration Assigned Skillsets Cal Conte Ceman Ditze assignment for Mary Smith Pikes appaar in the list alow Assign shilsats hy selecting them and Pepe Adeeisistration vun the appropriate arrow hay Senin A GDA Tes Abd z n Axtu acing SKa smenane Comepaty Dataa Reportiog Viorehours Eubmgt Cancel j cera ET teed rirerat Figure 28 Assigned Skillsets Page Note 1 The Skillset names shown here are intended as examples only Your copy of Nortel Networks Reporting for Call Center will display whatever Skillset names you have setup in the Call Center using CallPilot Manager Note 2 The Skillset names are obtained automatically from the Call Center Your copy of Nortel Networks Reporting for Call Center will have to have been connected to the Call Center for a few moments in order for the Skillset names to appear here The Skillsets are assigne
205. on Page section expanded 3 Troubleshooting Section expanded 4 GOS Formula changed in Glossary Issue 02 2 August 2004 1 CallPilot 3 0 references added 2 Deleting temporary internet files added 3 New report descriptions added 4 CCRS Installation section added Issue 02 3 August 2004 1 Figure numbers modified in body text Issue 02 4 August 2004 Ts Latest CCR installation routine added Issue 02 5 September 2004 1 User and Administrators permissions discussion added 2 Note adding regarding reboot of the Web Host following the addition of a new Network Interface Card Issue 02 05 Reporting for Call Center Set Up and Operations Guide 2 Howto Use This Guide How to Use This Guide Introduction This document is designed to allow an Administrator or User to set up and operate Nortel Networks Reporting for Call Center Use this document as an ongoing reference This chapter tells you what to expect as you read this document and how information in this document is presented How This Guide is Organized The Reporting for Call Center Set Up following chapters How to use this Document Introduction Installation Administration Using Reporting for Call Center Reports Upgrading to Reporting for Call Center Glossary References and Operations Guide is organized according to the Provides a brief overview identifying the organization of this test plan Provides
206. on generates the report Varwe Mare paar Ari e rs le NORTEL Company Name Happy Daze Pharmacy Report Title Call Average Report Report Period 10 Mar 2004 00 00 to 10 Mar 2004 17 59 Report Created 20 Mar 2004 13 06 Data Timastamp 12 Mar 2004 15 57 Shallsats 1 3 Cal Contes Call Cat Contes Con LE Tracia bat zg Time to Average Tite to Fasai Abanna TN 34 ES ae 9000 26 Vokes 00 00 43 90 00 26 Kutimia d opman 3 000000 TOwebomn otw ae 000026 opman Ei 00 00 26 000090 a GE 000000 o 000090 00 00 00 000000 0000 00 a 00000 Figure 107 Call Average Report Issue 02 05 Reporting for Call Center Set Up and Operations Guide 146 Reports For each Skillset and for a report total the number of calls and their average is displayed for three statistics Voice calls and Multimedia calls are listed separately and totalled for each Skillset and for the report total Call Center Call Average Time To Answer The Call Center Call Average Time To Answer column holds the average time before a Call was answered This statistic tracks Direct and Indirect Calls not call transactions This can be used to determine the average time that answered calls had to wait before they were answered Call Center Call Average Time To Abandon The Call Center Call Average Time To Abandon column holds the average time before a Call abandoned This statistic tracks Direct and Indirect Calls not transactions This can be used to determine h
207. operate with reference to the Call Center activity of the Agents For example you can specify average durations of Incoming or Outgoing calls and Nortel Networks Reporting for Call Center will highlight Agents who have been on a call longer than the specified threshold Selecting the Agent Alarms option presents you with the Agent Alarms Page shown below and the Agent Alarm menu option appears in the menu list on the left hand side of the page Reporting for Call Center Set Up and Operations Guide Issue 02 05 Using Reporting For Call Center 95 Botte localhost rer realtrrve_sebory reeltions_setup_pvdiocesp Micruwelt Setetent Eat Bix Fie Gok Wm Frage Tos Hip KA Oa O x 12 pose 7 ron gr ie A Aces e hp Mocebcercciadas_mtup ratir_pd inde ap D PE rks Googe zl E zsschuug g rs loro Agent Alarms Prist Schedates gt Please zort an option tom the Agart Alum Satup mara on iha kt hand sida 10 continua feat Tien Apem Alarmes ect Berane Setup Matbaai Sen Thee Bies Setep Rapana Bite A F Figure 69 Agent Alarm Menu Page Selecting the Agent Alarm Setup option presents you with the Agent Alarm Setup Skillset selection page shown below This page allows the User to select from their assigned Skillsets which Skillsets they wish to establish the Agent Alarms settings for In our example shown below the Favourites list is showing the Favourite that was created prev
208. or a moment Searching for Text Within A Report To locate a string or phrase within the report click on the Search Text icon the binoculars This will allow you to enter your search text Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports 131 This could be used to look for a specific Agent in a large Agent Activity report or to locate a particular Calling Line ID in the Abandoned Calling Line ID report for example Using the Reports Selecting the Reports option presents you with the Report Menu page show below Each of the reports is listed in turn To obtain a report click on the button labelled with the report you wish to view 3 Korto Networks Reportin Fie Gi Wen Fares Took Heb Qw O MAA Pe roo Gee O 3 5 BO 3 addres e http locabheetice repart_pagenrepert_rclex sg Googe Si rhwn Report Menu Please select the rapan you wish to dew fom the list below Print Schedules Report Hames Ararwered Cate Report view Repor Real Time Agen Alarma View Report Tithe pm Satu View Report Vinibosr Setup Agent Actvty Rapert By tant View Report Gat test Cal Cantar Data Figure 95 Report Menu Page Issue 02 05 Reporting for Call Center Set Up and Operations Guide 132 Reports Get latest Call Center Data Button This button causes Nortel Networks Reporting for Call Center to request the most recent report data from the Call Center For example if
209. ost PC is connected Ensure that Microsoft Internet Information Services is installed and operational on the Web Host PC and that the Default Web Site is enabled Microsoft Internet Information Services can be installed through Add Remove programs using the Add Remove Windows Components icon Note that on Windows NT you must upgrade Internet Information Services to Version 4 This is available on the Windows NT Options pack CD To ensure correct operation of Nortel Networks Reporting for Call Center the following points must be observed e The IP address setting for the default website should be All Unassigned or the IP address setting for the default website should be 127 0 0 1 and the host header should be localhost The port should be set to 80 e Ports 3500 6010 and 6011 must not be blocked by local firewalls It is recommended that you ensure that you have made your Web Host PC Internet Information Services installation as secure as possible Generally this involves loading security patches and or service packs for Internet Information Services and for the operating system of the Web Host PC These are made o D Reporting for Call Center Set Up and Operations Guide Issue 02 05 Introduction 11 available free of charge by Microsoft Contact your network Administrator for further advice Now you are ready to install the Nortel Networks Reporting for Call Center software from the Call
210. ot install the Windows Network component For instructions on installing the Windows Networking component refer to your network or Windows documentation Checking whether the Windows Networking Component Is Installed To check that the Windows Network component is set up properly on a PC in order for it to operate as a Web Host PC the following steps must be performed Note If your company has a network administrator check with your administrator before changing any network configuration parameters 4 Start the Windows system on the PC that will have the Nortel Networks Reporting for Call Center application installed 5 On the Windows taskbar click Start point to Settings and then click Control Panel The Control Panel window appears Issue 02 05 Reporting for Call Center Set Up and Operations Guide 12 Installation If you are using the Windows 2000 operating system double click instead on Networking and Dial up Connections The Networking and Dial up Connections window appears If you are using the Windows XP operating system point to Start Connect to and then click on instead on Show All Connections The Networking Connections window appears 6 Double click on the Network Ss icon The Network window appears with the Configuration tab displayed If you are using the Windows 2000 or Windows XP operating system right click on the Local Area Sc Connection icon and then click on Properties 7 Check that L
211. ou to use Favourites Mary Smith has clicked on the Select button beside her new Favourite Dev amp Train and the two associated Skillsets have been highlighted and selected for her To save your Daily Schedule click on the Submit button You will be presented with the Your Daily Schedules page shown below Reporting for Call Center Set Up and Operations Guide Issue 02 05 Using Reporting For Call Center 63 To leave the Daily Schedule Skillsets page without saving any changes you might have made click on the Cancel button Y ou will be returned to the Your Daily Schedules page When you have created a Daily Schedule it will appear in the Your Daily Schedule page as shown below Note If you select the Agent Audit Report the Activity Code Report by Skillset Agent Activity Code Report by Agent or the Activity Code Report by of Pegs Reports to be included in your Print Schedule you will be further prompted for the Agents and or the Activity Codes you wish to have included within these Reports These further steps are described on Pages 156 Agent Audit Report 161 Activity Code Report by Skillset 165 Activity Code Report by Agents and 169 Activity Code report by of Pegs e http localhost rcc schedule_pages daily_schedules asp Microsoft Internet Explorer E CH lol xj File Edit Yiew Favorites Tools Help ay p 5 S ER i i 40 Go fe EE Lal a Q Back x 2 Le Pa Search Pe Favorit
212. ow long on average abandoned calls waited for before they abandoned Call Center Call Transactions Average Incoming Duration The Call Center Call Transactions Average Incoming Duration column holds the average duration of each call transaction This statistic tracks call transactions not calls so a call that is answered in one Skillset and transferred to the Control Dn of another Skillset or even back to the Control Dn of the same Skillset will have a call duration for each portion of the call Both portions will be included in the reports Agent Average Report Clicking on the Agent Average Report button presents you with the Agent Average Report Skillsets page shown below Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports 147 Fis Pai Wen Perii Troe Heb eL 7 Xy E 2 Le ama Le raveetas E reta E GC wee 4B nr tores AR PINEDO a Aer e Peart Googk Posartib GD Eoded f F Cptera rd Agent Average Report Prim Schedules Please sek a parad and a Shilsat to rapan on All aganta who have logged into that Shilsat wil ba reported en Information fom al of the Sites that Muti Shkitsat Agarta bagged mo wil be included Real Tina R r Agent Alerms From date 30 Y Har 2004 From time 00 Y 00 To date DY Mar 2004 Y Tote ZY BD Walboarnd Soup Shillsers Time Bins Setup Deve lbomert Support Tanng Reports CshowRepon C Cance Figure 108 Agent Average Report Sk
213. pon Created 20 Mar 2004 14 55 Data Timestamp 12 Mar 2004 15 57 Skilsets 1 3 4 Antmen Ory 01 0328 EE 000718 001022 ovoz opman KAES 000035 000036 opp AS oprpsan 001029 000120 0000439 to de a do a a lr d a 01 1326 0001 20 agitis 000239 AMOS ANA pin wo mih Figure 156 Agent Activity Code Report by Agent This report shows the Agents who have entered each Activity Code that has been entered on calls for the period of the report For each Activity Codes the Agents who have entered that Activity Code are listed together with the average call duration time the number of pegs each Agent has entered and the accumulated time of all the calls that were associated with each Activity code per Agent This is a quick and easy way of determining which Agents have handled certain calls or performed certain call related activities such as performing a credit search or requesting a catalogue dispatch Activity Codes can be used to determine different things Ifan Activity Code represented each magazine or publication in which advertisements had been placed and each incoming caller was asked to say where they saw the advertisement they were responding to it is easy to build up a picture of which publications are the most effective vehicles for your advertisements Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports Explained 217 Activity Codes can be used to identify different types of call
214. port e Fora discussion of using Skillset Selection lists see page 60 e Fora discussion on using Favourites see page 61 Our example User Mary Smith has used her Dev amp Train Favourite to highlight and select the Development and Training Skillsets Clicking on the Submit button generates the report This is shown below Y crystal Reports ActiveX Varmar Micrasciit Internet Explarer xs a dia e NORTEL ono A CompanyName Happy Daze Drug Store gt Report Tue Agent Activity Report Report Period 19 Mar 2004 05 00 to 19 Mar 2004 17 59 Repot Created 21 Mar 2004 20 15 Data Timestamp 24 Mar 2004 20 00 Sllets 1 2 hoone hcsmng Mon Cab o pernos Leyes in Con Corer Commer c oaae Mat Ready Mantua Final Cat iise Tme Tone Break iere Time Ties Tean Total 1121032 010447 011113 014305 074429 150437 Op mon 007516 TAdmin SE 1 bitze KEEN 005207 001133 00342 0001 05 DS An 000000 000746 14drin Dapp 0943 IEN 003323 00 45 40 00 00 10 04413 000000 000435 teupa 5 Sut 090507 003104 0073209 001206 000005 045749 000000 00 077 2 Suppan cmg moza 00 10 46 0000 08 On Az 024509 013249 000090 00 025 Figure 113 Agent Activity Report Issue 02 05 Reporting for Call Center Set Up and Operations Guide 156 Reports For each Agent within the report the following statistics are displayed Logged In Time This is the cumulative duration of all of the Log In sessions the Agent conducted during
215. port Information from days before the From Date will not be included in the report The From Time specifies the time on the From Date from which you wish to have data included in the report Information from times before the From Time on the From Date will not be included in the report The To Date specifies the last date you wish to have included in the report Information from days after the To Date will not be included in the report The To Time specifies the time on the To Date after which data will not be included in the report Information from times after the To Time on the To Date will not be included in the report Issue 02 05 Reporting for Call Center Set Up and Operations Guide 170 Reports Drop down menus allow you to choose dates and time values The Activity Code Report by of Pegs Skillset page allows you to select which Skillsets you wish to have included within the report e Fora discussion of using Skillset Selection lists see page 60 e Fora discussion on using Favourites see page 61 Our example User Mary Smith has used her Dev amp Train Favourite to highlight and select the Development and Training Skillsets Clicking on the Submit button presents you with the Activity Code Selection page shown below Part gai rer got peges yet_actiity rodes br we tlaetas 7ekefwndn 2 A rom 2013 1 Mbcrowalt Deber Depli Fe GR A n r Took Hep Oa O x 12 50m 7 eege he O MA Actes B hp rra pocualge_actnty
216. ports Maintenance The Maintenance option allows you to check the System Status and to start or stop the XML data feed logging When you select the Maintenance option you are presented with the Maintenance Menu page and the Maintenance menu options appear below the main Maintenance heading This is shown below a http localhost rcc admin_pages maintenance_index asp Microsoft Internet Explorer File Edit View Favorites Tools Help Q sax z O x EJ Le E Search JZ Favorites S media g2 ek Address Si http focalhost rcc admin_pagesfmaintenance_index asp NORTE rks Administration Maintenance Menu Call Center Connection Please select an option from the maintenance menu on the left hand side to continue System Administration Maintenance System Status Logging Company Details Reporting SA Local intranet Figure 30 Maintenance Menu Page Issue 02 05 Reporting for Call Center Set Up and Operations Guide 42 Administration System Status Selecting the System Status option presents you with the System Status page shown below a http localhost rcc admin_pages system_status asp Microsoft Internet Explorer File Edit View Favorites Tools Help Och gt O sl a Le E Search Se Favorites S media amp A E 5 Address l http flocalhost rcc admin_pages system_status asp v Go Links 2 NORTEL kks Administration System Status Call Center Connection Web server
217. ports 137 Abandoned Calling Line ID Report Clicking on the Abandoned Calling Line ID Report button presents you with the Abandoned Calling Line ID Report Skillsets page shown below A di a A A Fie Ek Wm Dap Took Hep e Des O x lu emp 7 recs ewe E MA Address itp tocelhost rer rapart_pagenrepert3 apinaramibandoned sD aing haD Dr Rapat Googe srt gi rms Blom O om A Abandoned Calling Line ID Report Please select a parod then Shilsal 10 rapan on From gege 30 7 Now 2005 gt From time 00 gt 00 To dats IS lite SO 7 To timo 237115 d Favoritas Dakta l Select Edad Al Crosta Eege Submit Cancal j xj ie Me Figure 100 Abandoned Calling Line ID Skillset page This page allows you to select the Skillsets you wish to have included in the report and to specify the time period you wish the report to cover The time period is specified by providing a From Date and From Time and a To Date and a To Time The From Date specifies the first date you wish to have included in the report Information from days before the From Date will not be included in the report The From Time specifies the time on the From Date from which you wish to have data included in the report Information from times before the From Time on the From Date will not be included in the report The To Date specifies the last date you wish to have included in the report Information from days after the To Da
218. ports 179 The From Date specifies the first date you wish to have included in the report Information from days before the From Date will not be included in the report The From Time specifies the time on the From Date from which you wish to have data included in the report Information from times before the From Time on the From Date will not be included in the report The To Date specifies the last date you wish to have included in the report Information from days after the To Date will not be included in the report The To Time specifies the time on the To Date after which data will not be included in the report Information from times after the To Time on the To Date will not be included in the report Drop down menus allow you to choose dates and time values The Call Profile Report Skillsets page allows you to select which Skillsets you wish to have included within the report e Fora discussion of using Skillset Selection lists see page 60 e Fora discussion on using Favourites see page 61 Our example User Mary Smith has used her Dev amp Train Favourite to highlight and select the Development and Training Skillsets Clicking on the Submit button generates the report This is shown below This report provides a breakdown of the period of the report into Time slots The time slots will be in hours or in days according to the length of the report period It is by comparing the values from the various time slots that the profile of the
219. r Weekly Schedule click on the Submit button You will be presented with the Weekly Schedules Skillsets page shown below Issue 02 05 Reporting for Call Center Set Up and Operations Guide 70 Using Reporting for Call Center A http localhost rcc schedule_pages get_existing_w_schedule_skillsets asp sSelectedReports 1 2 Py ioj xj File Edt view Favorites Tools Help a 7 ga y 7 CO AA 2 Qw x EN ARES Py Favorites QA Media LCR Address Weekly Schedule Skillsets Print Schedules Please highlight the Skillets you wish to include in the print schedule Daily Schedules Weekly Schedules e RRS Monthly Schedules Skillsets 2 Development Real Time Agent Alarms Wallboard Setup Time Bins Setup Cancel Select All Submit Create Favourite Favourites Reports Name Dev8Train Delete Select EJ Local intranet Ai Figure 54 Weekly Schedules Skillsets The Weekly Schedule Skillsets page allows you to select which Skillsets you wish to have included within the generated reports that are produced by the Weekly Schedule e Fora discussion of using Skillset Selection lists see page 60 e Fora discussion on using Favourites see page 61 Our example User Mary Smith has used her Dev amp Train Favourite to highlight and select the Development and Training Skillsets To save your Weekly Schedule click on the Submit button You will
220. r cnn ncnnnnnnnnnnn cnn cnn cnn nn nn nen nnnnnn nan mnnnnninans 127 Printing a Replicar 128 Reporting for Call Center Set Up and Operations Guide Issue 02 05 Table of Contents iii Exporting A Reportujicnii a iii e 128 Report Maontficatton cana A a era er eA 130 Report Eu te EU LTE 130 Searching for Text Within A Report 130 WSING MNES Reports ge ENEE ti ti Ad 131 Get latest Call Center Data Button ooooonncccccnnncccnnnnonccconnoncccnannncccnnn nc cnc nana n cnc nana ncn cn nan nnc na nan acc 132 Answered Calls Report dea ree a era raaa aaee T aera a cnn cnn anne nn nn n nn aena aaae ba aaae aa Seranta 132 Abandoned Call Report 134 Abandoned Calling Line ID Report ninncccnnnnnicccnnonccccnnncnnnnn ono canon ono cnn rr nan nn r rra n narrar rr 137 A ustini T PAE vag REEE A EA A Seas 139 Help Request Report ceccccecccceeeeeeeeeeeeceeeeeeeeeceeaeeceeeeeeeecaaaaaeeeeeeeeeseaaeaaeaeeeeseeseeiaeeeeeeeeeeeees 141 Gall Average Rep Oris se ined iena cons enue eege eeh EERSTEN EE E 144 elle Ee 146 Agent Profile Reports ui dagegen 149 Agent Activity EE 153 OO 156 Activity Code Report by Skillset nn cnn rro nn carr AESAAT E rar 161 Activity Code Report by Agent nesreci eirese ki Eer EEE SEENEN AEKA R ERNER EATA ETEen i TAR 165 Activity Code Report by of ege 169 SUMMA ELE 173 Summary Report KIT 175 Summary Report Graphs nn nn e a nn nn cnn eiaa aaa aa 176 Call Profile Report eneee A a a nee 178 Call Profile Report
221. r you The first time you log in your password will be set to the default value of 0000 In the username field type the Username you have been allocated and in the Password field enter the default password of 0000 Y ou must change your password the first time you login You will be resented with the Change Password page shown below A http MHocalhost rcc mainfchange_login_admin asp Microsoft Internet Explorer File Edit View Favorites Tools Help Q sex S O EN E Le Search Se Favorites S media 2 d s Address el http flocalhost rccimainfchange_login_admin asp NORTEL Change Password Please input a new password below New password Confirm password B Local intranet Figure 37 Change Password Page Choose a new password The password can be from 1 to 10 characters including upper and lowercase letters and digits It can be anything apart from 0000 Enter your new password in the New Password field and then enter the same password in the Confirm password field If there were any differences between the two entries you will be informed that the password and confirmation do not match and you will need to re enter the password in both fields once more Reporting for Call Center Set Up and Operations Guide Issue 02 05 Using Reporting For Call Center 49 If you have successfully entered the new password correctly in both fields you will be presented with the Main Menu page shown below
222. raphs shows a bar chart profile across the period of the report This allows correlations of data to be highlighted which can then be investigated using the other more detailed reports This report would tend to indicate that there should be some investigation into why the two highest numbers of Outgoing Calls are made at the same time as the two highest numbers of Abandoned Calls which occurs at the same time Presenting the information in this fashion makes such anomalies easy to spot allowing the Supervisor to then look further into the matter Issue 02 05 Reporting for Call Center Set Up and Operations Guide 222 Reports Explained Call Profile Report Y cryvtel Regarta ActiveX Varmar Merosni Internet Explerer xa a o la el Ls WS Pura NORTEL tons Compay Name Happy Daze Pharmacy Repon Tide Call Profle Report Repot Penod 10 Mar 2004 08 00 to 10 Mar 2004 17 593 Repon Created 20 Mar 2004 15 07 Data Timestamp 12 Mar 2004 15 57 Skilsets 1 3 Peeeeeieg Cel Siumber Meriter Pexwered ty Answernd Ey Answured Ey Aaneren Dy Answered By Center Calle fsasneregt Abesdened Anema Yoel Operstor Oserin Sos Ager hanal Report Time Peeters iDisolopear 1515 are tari O00 10 War Tb 20 Yoke 70 70 H O00 410 Mary 184 Yoke 19 H 10000 GO Mae 43 Yoke 6 43 Kutimia a gt eco os eco e gt coo eco eco ES acs Sep E808 M gt eos eca 605 e 3 PUE PER SSE P tPA ho Nu Figure 160 Call Pro
223. report the following graph is displayed Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports 187 Y Cryvtel Regarts ActoveX Varm Mirant Internet Cplerer 10 sl X a o 7 lt e rs A Pesa Uca CMA pat 36 30 26 2 20 8 Total Pente a DM wownicatr 15 B Seite Cabe 7 darei Cue 10 es 5 D 4 LD Figure 138 Incoming Call Report Graph Total Presented Indicates the total number of calls both voice and Multimedia Calls that were presented to the Skillset Answered Call Indicates the total number of calls both voice and Multimedia Calls that were answered in the Skillset Abandoned Calls Indicates the total number of calls both voice and Multimedia Calls that were abandoned in the Skillset Unstaffed Calls Indicates the total number of calls both voice and Multimedia Calls that were presented to the Skillset during those periods when there were no Agents logged in Issue 02 05 Reporting for Call Center Set Up and Operations Guide 188 Reports gt S Indicates the total number of calls both voice and Multimedia Calls that were answered after the Secondary Alert Threshold Unanswered Help Request Report Clicking on the Unanswered Help Request Report button presents you with the Unanswered Help Request Report Period Selection page shown below This page allows you to specify the time period you wish the report to cover The time period is specified
224. report one you will see all three Agents in your report and the data shown for them will be their complete Activity in all Skillsets for the requested period Clicking on the Show Report button generates the report This is shown below Issue 02 05 Reporting for Call Center Set Up and Operations Guide 152 Reports Y Created Reporta ActiveX Varmar Merosot Internet Explerer xa afm ia ei Pa NERT ORE WORKS Compary Name Happy Daze Pharmacy Report Tite Agent Profile Report Report Penod 10 Mar 2004 08 00 to 10 Mar 2004 17 39 Repot Created 20 Mar 2004 14 29 Data Timastamp 12 Mar 2004 15 57 Skilsets 1 Soneran Incoming Greek Tano Cal Creates Drei Tag Outyaisy Calls Ostytisy Tin tamnn O amp W 10189800N 01 2319 00 04 47 19 0351 22 0000 00 1105 1600 1040 045530 Hd a DITA wywi Derventa 064 1019 10Na9 01 3235 001031 1120 1601 1030 044035 pf A7 IC f O amp S7 10 19 MA Nag 01 2115 000415 OST teas Nag gem outta 1623 1652 00Na 0072136 000045 Daia 0511 1019110M30 01 0726 2 000432 00 37 10 1053 1600 10Na9 050133 001217 5 030310 Figure 111 Agent Profile Report For each Agent the following are displayed Logged In Time This is the cumulative duration of all of the Log In sessions the Agent conducted during the period of the report Available Time This is the cumulative duration of all of the Available time the Agent had during the period of the report An Agent is Available when they are free to
225. rs the Call Center has e The average length of the calls can be checked by looking at the Call Average Report see Page 207 Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports Explained 199 Abandoned Call Report parte f engt Internet Explarer oe AA Papa Company Name Happy Daze Pharmacy Report Title Abandoned Call Report Repot Period 10 Mar 2004 08 00 to 10 Mar 2004 17 59 Report Created 22 Mar2004 12 21 Data Timestamp 12 Mar 2004 15 57 Salat 1 3 caa en acidos EE MS LOL E veie 13 ms H Age 0 D 0 0 0 Aus 20 Figure 146 Abandoned Call Report The Abandoned Call Report shows the total number of calls that were abandoned cleared down by the incoming caller because they would not wait any longer for each of the Skillsets included within the report Voice PSTN calls and Multimedia calls are listed separately and totalled for each Skillset and for the report total Both figures and the percentages are provided The reports shows how long those calls that did abandon waited before they were abandoned The breakdown is by the Abandoned Time Bins values see Page 53 Six time bins are specified and a seventh is appended automatically which captures all values higher than the sixth Time Bin Issue 02 05 Reporting for Call Center Set Up and Operations Guide 200 Reports Explained In this example the time bins have been set in steps of 10 seconds up to on
226. rt for each Skillset that each of the multi Skillset Agents was logged into to see a full picture of their activity Issue 02 05 Reporting for Call Center Set Up and Operations Guide 212 Reports Explained Agent Activity Report Y crystal Reports ActiveX Varmar Micraectit Internet Explarer xs a dia re gt Mm EN P NORTEL wl Sa CompanyName Happy Daze Drug Store Report Title Agent Activity Report Report Period 19 Mar 2004 05 00 to 19 Mar 2004 17 59 Report Created 21 Mar 2004 20 15 Data Timestamp 24 Mar 2004 20 08 Sdlets 1 2 scorns hcsming Men ep o Sepenesory Leuged in Cal Cerfer Comer Cot Tune Mat Ready Mentor Final Ca Time Tune Tone Break Ties Tima Tee tan Total 1121032 DESETE 011213 014305 074429 150432 00 00 00 007516 TAdmin 2 1 Alison KEEN 003207 0001133 00362 0001 05 DS An 000000 OwO AG 14drin Dapp 10443 0000AS 003123 004540 00 00 10 04413 000000 000035 teupa 5 Sue 0590507 0021 04 0073209 001206 00 00 05 04 53 49 000000 000757 2 Suppan erg moza 00 10 46 000008 owira zang 043248 000090 Dise Figure 153 Agent Activity Report This report shows the durations for a range of activities that Agents have performed for the duration of the report This is a different list of activities than the list in the Agent Profile Report see Page 210 Note if you request this report for say Skillset 1 you will receive a report listing
227. rt will include all of the activity of the Multi Skillset Agents for all Skillsets into which they were signed during the report period If this was not the case and the report was limited to the Agent activity for the requested Skillset only you would need to run the same report for each Skillset that each of the Multi Skillset Agents was logged into to see a full picture of their activity For a Skillset based version of this report see the Agent Activity Report by Skillset on Page193 The From Date specifies the first date you wish to have included in the report Information from days before the From Date will not be included in the report The From Time specifies the time Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports 155 on the From Date from which you wish to have data included in the report Information from times before the From Time on the From Date will not be included in the report The To Date specifies the last date you wish to have included in the report Information from days after the To Date will not be included in the report The To Time specifies the time on the To Date after which data will not be included in the report Information from times after the To Time on the To Date will not be included in the report Drop down menus allow you to choose dates and time values The Agent Activity Report Skillsets page allows you to select which Skillsets you wish to have included within the re
228. rting for Call Center There are 6 Agents Not Ready please return to available 3 stop becalhost rrr malboni peges add mera asg ixkcbar x 0 3 7 0 Maresa Internet talarar me Ep wm Trape Tos Hep EX Oa O Al A leg ma gin e 228 18 Address 2 Hip oca ce alibaard_pegen eck _ranvace amie dad 200 3 7 3 Googe zl rss gt 5 rs Elon Add Message Please input your new wallboard massage below sar PX 10 display a parametar in tha massage firere ace jan agente Dor Feat please 2 jceturn to Available d Submit Carcal j era O Not A Figure 80 Add Message Page Example Text When you have entered the message text you wish to use click on the Submit button to save it You will be returned to the Assigned Messages page shown below To leave the Add Messages page without saving any changes you might have made click the Cancel button You will then be returned to the Assigned Messages page shown below Our example User Mary Smith clicked on Submit to save her new message Her Assigned Messages List would now include the message she saved This is shown below Mary Smith has also entered a message which will be used in a schedule This message does not include any parameter abbreviations it is purely a text message This will be use later in a Schedule The text of the other message is Morning Shift Log out Afternoon shift Log In Reporting for Call Center Set Up and Operations Guide Issue 02 05
229. s E E A E E R T A E 214 Figure 156 Agent Activity Code Report by Agent 216 Figure 157 Agent Activity Code Report by Number of Pegs ccsecsscssscesseecesesseesecsesseceaeeeceaecaesscaecaeesecaeseecnaeeeceaeeeeaeeas 218 Figure 158 Summary Report ccccccscssssssessoecesesonsconsensecnssessessensccsseesonecosscossenseusssnesssensesssesssesscesssessetseesenssonssonsenseenseans 220 Figure 159 Summary Report Graphs Page 221 Figure 160 Call Profile Report 222 Figure 161 Call Profile Report Graph Page 223 Figure 162 Incoming Call Report 224 Figure 163 Help Request Unanswered Report 225 Figure 164 Agent Average Report by Agent 226 Figure 165 Agent Activity Report by Skillset nono non ron cnn n cono rn nr corro nr rn nn corr nnn ran nrnnnran naar 227 Reporting for Call Center Set Up and Operations Guide Issue 02 05 Table of Figures es Figure 166 Example Host Files oi iii 230 Figure 167 Norton Anti Virus Options Bereen conc nono nnnnn nono none nn non n anna nan nenn nn nano nan tn es anne nncancnncins 232 Figure 168 Norton Anti Virus Options Dialog 233 Figure 169 Page Cannot Be Displayed Error Message 234 Figure 1 72 0 ip View Help Wind Geet 236 Issue 02 05 Reporting for Call Center Set Up and Operations Guide Change History 1 Change History Issue 01 11 March 2004 A First Public Release Issue 01 12 April 2004 1 Note on Windows 2003 compatibility added 2 Call Center Connecti
230. s Note This is a special utility to allow you to amend the settings for the single pre defined Administrator that is supplied ready defined with Nortel Networks Reporting for Call Center This is NOT the way to change the username and password of other Users who have been configured as Administrators To change the details of those Administrators use the User Admin Edit feature described on Page 36 On the System Administrator page you can change the name of the System Administrator or change their password or both In either case you must enter the current System Administrator password to confirm that you have authority to make these changes Selecting the System Admin Settings option presents you with the System Administrator details page shown below Issue 02 05 Reporting for Call Center Set Up and Operations Guide 32 Administration A http Hocalhost rccladmin_pages system_manager_settings asp Microsoft Internet Explorer File Edit View Favorites Tools Help Q sak z O sl a A Search Se Favorites A media g2 A da E l http localhost rcc admin_pages system_manager_settings asp NORTE rks Administration System Administrator Call Center Connection Please enter the new details for the system manager below System Administration Please enter new username admin System Admin Settings User Admin Skillset Assignment Please enter old password Please enter new password
231. s 54 63 71 79 169 170 171 218 Activity Code Report by Agent 54 63 71 79 165 166 167 168 172 216 218 Activity Code Report by Skillset 54 63 71 79 161 162 163 164 214 Add Alarm 112 113 Add Message 108 109 110 Add User 33 34 36 37 97 Add Wallboard 102 103 104 106 Administration Menu 25 26 30 31 32 Administrator 2 4 5 10 11 14 24 25 26 27 31 32 34 41 48 49 52 97 100 104 122 230 238 241 Adobe 129 Agent 32 54 63 71 79 85 86 88 91 92 93 94 95 96 97 103 125 126 131 134 136 139 140 141 143 144 146 147 148 149 150 151 152 153 154 155 156 157 158 159 160 165 166 167 168 172 175 181 185 186 190 191 192 193 194 195 196 197 199 203 205 207 208 209 210 211 212 213 215 216 217 218 219 225 226 227 233 234 235 238 239 240 Agent Activity Report 153 154 155 193 194 195 212 227 233 Agent Alarms 94 95 96 97 Agent Audit Report 54 63 71 79 156 157 160 213 233 Agent Average Report 146 147 149 191 192 193 194 195 207 208 210 226 233 Agent Capacity Report 139 140 141 203 Agent Detail 91 92 207 Agent Profile Report 149 150 152 210 212 Alarm Messages 99 Alarm Periods 115 117 Alarm Thresholds 99 Answer Time Bins 50 197 Answered Call 50 59 69 77 94 100 132 133 134 175 176 177 187 193 196 197 238 Answered Calls Report 132 133
232. s 3 7 and 9 so all our example User Mary Smith can do 1s Add wallboards Click on the Add button to assign wallboards This will present you with the Add Wallboard page shown below Reporting for Call Center Set Up and Operations Guide Issue 02 05 Using Reporting For Call Center 103 Y DIS localhost rrr malbswnri_ peges adil _walbaasnrlasp dor 0 3 7 9 Mirra iemet Euplarer Fie eR Wm Faros Tos Hep a Des 7 rs re A Address 82 hip Jbacefee ice Malibowd_peger ectd_elboard ag gestan AH 3 2 Googe zl hino gi aot loro NORTEL NETWORKS Add Wallboard Picasa inpul iha values rita walbaard bal Deag Tia ID Network Name r Pot fimo wj e Waban Shilsat Dovalopmarn Wialoard Seet Language UK Engish 3 Wal Aran Type Satwora Haniwara C Rss ety CE a 3 lema Tie a S Tile Test Malami AA wpe Burzer r A Time Bies Setep Summary 5 Weg E im Carcel i Ragarta Figure 74 Add Wallboard Page Add Wallboard Page The details of the new wallboard that must be specified are as follows IP Address or the Network Name If the wallboard is an ipView SoftBoard the details to add are the IP Address or the Network Name of the PC on which the SoftBoard will be running Port This is usually left at the default value of 3500 This might be changed for an ipView SoftBoard if an Agent wished to have several copies of ipView SoftBoard running on the same PC This coul
233. s bry stet pri rara 121097 2000 DO DORs To 21012 DABLE 29 00 Ges El ssh GEZ rebota Qu dopo 2 Select Activity Codes Please sakit Acthaly Codes to rapan on Mo acthty codes were entered for the period requested Figure 124 Select Activity Codes page No Activity Codes Clicking on the Show Report button which is visible on the Activity Code Selection page when there are some Activity Codes available to select presents you with the Activity Code Report by Agent report shown below Issue 02 05 Reporting for Call Center Set Up and Operations Guide 168 Reports Merca Internet Explorer Y Cryvtel Reporte ActiveX Ye E a 2 Ti Prasa we if a A NO ous A Compay Name Happy Daze Pharmacy Report Title Activity Code Report By Agente Repon Pe od 10 Mar 2004 05 00 to 10 Mar 2004 17 59 Report Crested 20 Mar 2004 14 55 Data Timestamp 12 Mar 2004 15 57 Skilsets 1 3 Ss toe ea EK 01 13 26 GEI USES 000239 000903 Afr ray pin o m Wi Figure 125 Agent Activity Code Report by Agent This report show by Agent which Activity Codes were entered A total is provided for each Activity Code per Agent giving a total time for which the Activities were entered the number of individual pegs and the average time devoted to that activity Activity Code Indicates which Activity Code was entered Agent Indicates the Agent Name and ID who entered the Activity Codes Activity Time Total dura
234. s of transactions the second and other following transactions will not affect the Direct Call and Indirect Call columns because these other transactions are not new Incoming Calls presented to the Skillset This prevents the transferred portions of the calls skewing such statistics as the number of incoming calls presented to the Skillset or the Average Waiting time for example However if one of the secondary transactions was a transfer of the call to the Control Dn of a Skillset that call will appear as a new incoming call in that Skillset in the Indirect column as this is a queued call that has to be presented to an Agent and answered Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports 127 In Progress Calls In progress calls are not included in the reports The reports will only display information on calls that have been completed by the time the report has been requested Report Headers Each report will show a header of information which will contain The Company Name from the Company Details Page see page 45 The Report Title The Period the report covers start time and date and an end time and date The time and date when the report was created The time and date when the report data was obtained from the Call Center The Skillsets included in the report NETWORKS Company Name Happy Daze Drug Store Report Title Answered Calls Report Report Period 30 Nov 2003 00 00 00 to 30 Nov 2003 23
235. s that have left a Skillset and entered another Skillset because of an Overflow Rule or any other Routing Condition or Step The fate of these calls is then recorded in the reports for the Skillset they have moved to not in the Skillset they leave From the point of view of any given Skillset Indirect Calls arrived in the Skillset after being handled by the Call Routing or Agents of another Skillet For example they may have overflowing from another Skillset or may have been manually transferred to the Skillset queue by an Agent from another Skillset Any way a Call can arrive into a Skillset other than being a regular Call Center Call presented Directly to the Skillset as described above is counted as an Indirect Call Whether the call overflowed to the Skillset in question or was moved to the Skillset by the Move to Queue Call Routing step or whether it was manually transferred to the Skillset Control Dn it is counted as an Indirect Call The Grade of Service is a figure that is used to represent the level of service provided to incoming callers based upon Call Center response times It is calculated as follows Presented Total Number of Direct Call transactions Presented to the Skillset Abandoned Calls which Abandoned gt Secondary Calls transactions answered after th Secondary Alert G of S Presented Abandoned gt Secondary x 100 Presented Incoming State The Agent is engaged on an Inc
236. s which have been assigned to you Answer and Abandon Time Bins are collectively known as the Time Bins Answer Time Bins The Answered Time Bins are a series of six time steps used in the statistical analysis of Answered Calls Nortel Networks Reporting for Call Center will provide statistical reports on the percentage of incoming calls answered within each of the periods specified in the chosen Answered Time Bins A seventh Answer period is also used in the reports which gathers information on all calls which were answered after the period specified by the sixth Answered Time Bin Abandon Time Bins The Abandon Time Bins are a series of six time steps used in the statistical analysis of Abandoned Calls Nortel Networks Reporting for Call Center will provide statistical reports on the percentage of incoming calls abandoned within each of the periods specified in the chosen Abandoned Time Bins A seventh Abandoned period is also used in the reports which gathers information on all calls which abandoned after the period specified by the sixth Abandoned Time Bin Note If other Users have been assigned these Skillsets they can change these settings Selecting the Time Bins Setup option presents you with a single menu option Time Bins Setup and the Time Bins Setup Menu page shown below Reporting for Call Center Set Up and Operations Guide Issue 02 05 Using Reporting For Call Center 51 A http Hocalhost rcc configuration_ p
237. schedule asp schedulelD 1 Do Links E Google Y GB search Web 30 E74 blocked factor EJ nd options 4 NORTEL NETWORKS Edit Daily Schedule Print Schedules Reports Please select the days for which you wish e Sehedules D E Answered Calls Report to have reports generated Weekly Schedules M Monda BEE Y Abandoned Calls Report y M Tuesday Real Time Y Abandoned Calling Line ID Report Y Wednesday I Agent Capacity Report Agent Alarms M Thursday I Help Request Report M Friday Wallboard Setup IT Call Average Report I Saturday T Agent Average Report Time Bins Setup F Sunday IT Agent profile Report Reports I Agent Activity Report Select printer P kJet 840C 841 C 842C 843C 7 Agent Audit Report HP DeskJet 840C 641C 84204 y I Activity Code Report By Skillset Report period start time 00 00 y I Activity Code Report By Agent 7 I Activity Code Report By of Pegs Report period end time 23 59 I Summary Report IS I Call Profile Report Ca ncel 7 Incoming Call Report I Help Request Unanswered Report Schedule Name AnswAband Print time os y Jan y Figure 49 Edit Daily Schedules Page Reporting for Call Center Set Up and Operations Guide Issue 02 05 Using Reporting For Call Center 65 This page operates exactly like the Add Daily Schedule page except the data fields and check boxes are already populated with the settings of the Schedule you are editing To save any
238. select a parod then a Shilsat torpan on From date 30 z Nov 2003 gt From time 00 00 gt To date 30 7 os s 00 To time 23 59 Faveerites AS Dev Traln Daikto j Saket l Edect l CrotaFeowio Subir Cancel xl S a nn rams oes Figure 98 Abandoned Call Report Skillset Page This page allows you to select the Skillsets you wish to have included in the report and to specify the time period you wish the report to cover The time period is specified by providing a From Date and From Time and a To Date and a To Time The From Date specifies the first date you wish to have included in the report Information from days before the From Date will not be included in the report The From Time specifies the time on the From Date from which you wish to have data included in the report Information from times before the From Time on the From Date will not be included in the report The To Date specifies the last date you wish to have included in the report Information from days after the To Date will not be included in the report The To Time specifies the time on the To Date after which data will not be included in the report Information from times after the To Time on the To Date will not be included in the report Drop down menus allow you to choose dates and time values The Abandoned Calls Report Skillsets page allows you to select which Skillsets you wish to have included within the report e
239. sent to the wallboards which have been assigned to this Skillset Because there are fewer Agents in the Afternoon Shift the threshold has been lowered to 3 Alarm Period Three The third Alarm Period commences at 22 30 Note that this Alarm Period will operate until the next Alarm Period starts which in this example will be Alarm Period One at 08 30 the following morning As there is only a skeleton staff on in Mary Smith s Skillset during the Night Shift the Threshold has been lowered to 2 In all cases the same Alarm Message is used Because the AN symbol will be replaced by the appropriate value ofthe AN parameter when the message is displayed which is when the Alarm is triggered a single message can be flexible enough to be used in differing situations However if Mary Smith had wanted to she could have used a different message for each Alarm Period or she could have configured any of the Alarm Periods to use a Static Alarm Schedules Schedules allow you to automatically send a message to the wallboards of a Skillset or the System at a pre defined time on a specified day or range of days Selecting the Schedule option presents you with the Assigned Schedules page shown below Issue 02 05 Reporting for Call Center Set Up and Operations Guide 118 Using Reporting for Call Center A MR q A a GE A EE EE ER keete Ee Googe zl serch Si Erte lor NORTEL E NETWORKS Assigned Schedules Yo
240. set is taken from their active call For example if an Agent has an Incoming Call Center Call on hold and they are active on an Outgoing Call then the Agent is shown to be in the Outgoing Call state Skillset This indicates which Skillset the information in this row represents Issue 02 05 Reporting for Call Center Set Up and Operations Guide 86 Using Reporting for Call Center Logged In Indicates the number of Agents who are logged into this Skillset Supervising Indicates the number of Agents Supervisors who are currently supervising other Agents Available Indicates the number of Agents who are Available to take Incoming Call Center Calls Not Ready Indicates the number of Agents who are in the Not Ready State They may have invoked the Make Not Ready feature or they might have been placed in the Not ready state because a Call Center Call was presented ringing to their handset but the Agent did not answer it and Nortel Networks Reporting for Call Center automatically took the call back to the Skillset queue and made them Not Ready On Call Center Calls Indicates the number of Agents who are currently handling Incoming Call Center Calls Break Time Indicates the number of Agents who are in Break Time following clear down of an Incoming Call Center Call On Non Call Center Calls Indicates the number of Agents who are currently handling calls that have not arrived via the Call Center These could be calls that
241. sh to have reports generated M Monday Tuesday Wednesday E Thursday M Friday I Saturday Sunday Select printer HP DeskJet 840C 841 C 842C 843C y Report period start time DI 00 y Report period end time 23 Y 59 y F Call Profile Report Cancel I Incoming Call Report T Help Request Unanswered Report Schedule Name AnswAband Print time 08 y Jan z L Local intranet A Figure 45 Add Daily Schedule Page Example Settings Mary Smith has selected the Answered Calls Abandoned Calls and CLID reports to be printed at 08 30 each morning for Monday through to Friday So her printouts will be generated on Tuesday for Monday on Wednesday for Tuesday and so on until Friday s reports are printed on Saturday morning Her schedule is Called AnswAband and the reports will start to be generated at 08 30 on the HP 840C DeskJet printer The reports will cover the period from midnight to midnight for each day Issue 02 05 Reporting for Call Center Set Up and Operations Guide 60 Using Reporting for Call Center To save your Daily Schedule click on the Submit button You will be presented with the Daily Schedule Skillsets page shown below To leave the Add Daily Schedule page without saving any changes you might have made click on the Cancel button You will be presented with the Your Daily Schedules page e http localhostrec schedule _pages get_schedule_skillsets asp sSelectedRepor
242. software co reside with the old software below Can the new software co reside with the old software None of the Nortel Networks Call Center Reporting 2 5 3 0 or 3 5 software is required for the operation of the new Nortel Networks Reporting for Call Center software However the customer may wish to retain the Nortel Networks Call Center Reporting 2 5 3 0 or 3 5 software in order to allow them to review the historical reports that were gathered with their old system Reporting for Call Center Set Up and Operations Guide Issue 02 05 Upgrading to Reporting for Call Center 229 Leaving the Nortel Networks Call Center Reporting 2 5 3 0 or 3 5 Master or Multiple Client software on the PC which is going to be used as the Web Host PC will not affect the operation of Nortel Networks Reporting for Call Center The two different applications can co reside on the same PC with no interaction That is installing Nortel Networks Reporting for Call Center onto a PC on which Nortel Networks Call Center Reporting 2 5 3 0 or 3 5 is already installed will not cause either of the applications a problem in running Note however that if the Nortel Networks Call Center Reporting 2 5 3 0 or 3 5 software was configured to drive any IP wallboards that are going to be driven by Nortel Networks Reporting for Call Center remember to take them out of the Nortel Networks Call Center Reporting 2 5 3 0 or 3 5 configurations otherwise both sets of soft
243. specify the Start Time as 08 00 to see if you have early calls that you are missing by not having the Call Center open and 18 00 to see if there is a late surge of calls To specify which printer the reports will be generated on select one of the options from the Select printer drop down menu This drop down menu will list all of the printers which are accessible from the Web Host PC The reports are generated from the databases held in the Web Host PC Our example User Mary Smith has configured her Monthly Schedule as shown below Reporting for Call Center Set Up and Operations Guide Issue 02 05 Using Reporting For Call Center 77 e http localhost rec schedule_pages add_monthly_schedule asp Microsoft Internet Explorer p JA Dj xj File Edit view Favorites Tools Help ay z m P a o o of a DAL A 2 Oa O x PEAP Pe Favorites S meda Ola sl LS Address E http focalhostfrec schedule_pagesfadd_monthly_schedule asp SE Links 2 Google zl P Search Web E174 blocked E autor D fed Options 4 NGRTEL NETWORKS Add Monthly Schedule Print Schedules Please select a report Daily Schedules M Answered Calls Report Weekly Schedules Select printer h D Monthly Schedules Abandoned Calls Report HP DeskJet840C 8410 842C 8430 zl Real Time M Abandoned Calling Line ID Report Report period start time I Agent Capacity Report D I 00 y Agent Alarms IT Help Request Report Report p
244. ssue 02 05 Reporting for Call Center Set Up and Operations Guide 30 Administration Extracted from Received Data reaches 250 Rather it means that the download has processed 50 of the download period and has extracted 125 calls so far Total Call Center Calls in the Database indicates the total amount of calls stored within the Web Host PC database which will include the Calls Extracted from Received Data figure Note The time taken to download the historical data from the Call Center and to store it in the Web Host PC database will depend on the amount of time the Call Center has been recording historical data prior to being connected to the Web Host PC and the amount of call traffic that your Call Center handles As a rough guide 30 000 calls will take between 6 and 18 hours depending on the level of network traffic and the speed of your Web Host PC You may use your PC as normal during this period of course but do not reset it or power it off When the download has completed you will be informed by another message box Note If you have changed the Browser Web Page to something other than the Call Center Connection page or if you have closed the Browser then you will not receive the download completed message The data download will complete as expected and you will be informed of this in the Download Status Window but you will not receive another message box from the Browser Note Ifthe Browser page has timed out by
245. t Headers 127 Report Magnification 130 Report Periods 125 Report Viewer 127 128 236 Reset Password 37 38 Rich Text Format 129 Routing Table 186 Scheduled Messages 100 Scrolling Messages 98 Secondary Alert 87 90 186 188 207 224 239 Skillset Assignment 38 41 Reporting for Call Center Set Up and Operations Guide Issue 02 05 Index 245 Skillset selection 52 62 95 Spanish 5 Statistical Data 6 7 Summary Messages 100 Summary Report 173 174 175 176 177 220 221 Summary Report Graph 176 177 221 SVGA 7 Swedish 5 System Admin Settings 31 System Administration Menu 30 31 32 System Status 41 42 T TCP IP 7 11 12 230 240 241 Time Bins 50 51 52 53 54 134 136 197 198 199 238 240 Time Bins Setup 50 51 Title 104 127 240 Troubleshooting 1 230 U Unanswered Help Request Report 225 Unified Manager 12 United Kingdom English 5 Unread Skillset Messages 87 Upgrading 2 8 228 URL 23 47 User 2 3 4 5 6 14 17 31 32 33 34 36 37 38 39 40 41 46 49 50 52 58 68 70 76 78 84 95 96 97 99 100 102 104 109 110 115 120 122 123 125 132 136 138 140 145 155 158 162 166 170 174 179 184 192 195 228 233 235 238 240 User Admin 31 32 33 36 37 38 233 V Voice PSTN Call 89 90 197 199 239 240 Voice Mail 181 185 222 Voice PSTN Call 89 90 93 125 134 136 146 180 18
246. t any longer before they are answered These calls have not been handled by humans or by voice mail Abandon Time Bins A series of six time steps used in the statistical analysis of Abandoned Calls Nortel Networks Reporting for Call Center will provide statistical reports on the percentage of incoming calls abandoned within each of the periods specified in the Abandoned Time Bins A seventh period is also used in the reports which gathers information on all calls which abandoned after the period specified by the sixth Abandoned Time Bin Administrator A Nortel Networks Reporting for Call Center User who has been awarded Administration rights These Users can configure core elements of Nortel Networks Reporting for Call Center that regular Users can not and they can perform such actions as creating other Users Alarm Threshold Alarms may be set to trigger an alert on the wallboards to inform your Agents of some event or circumstance The value that a parameter must reach match or exceed to trigger an Alarm is the Alarm Threshold All Calls Held If an Agent has placed all of their calls on hold so that they have no active calls they will be shown in Magenta in the Real Time screens Answered Time Bins A series of six time steps used in the statistical analysis of Answered Calls Nortel Networks Reporting for Call Center will provide statistical reports on the percentage of incoming calls answered wit
247. t rebooting your PC at this time click the No I will restart my computer later radio button then click the Finish button Call Center Reporting Server If your Call Center Platform is a CallPilot you will also need to install the Call Center Reporting Server onto a PC Typically this will be the PC you will use as the Master Web Host Note You DO NOT need to perfom this installation if your Call Center platform is a Business Communications Manager Load the CallPilot 100 150 CD in the CD ROM drive of your computer Inside the CD folder double click the Optional Software folder Inside the Call Center Application Server folder double click setup exe The Welcome screen appears Click the Next button The License Agreement screen appears Click the Yes button to accept the license agreement The folder selection screen appears We recommend you install the reporting server in the default folder shown Click the Next button The database folder screen appears We recommend you install the database in the default folder shown Click the Next button If you do not have the Microsoft SQL Desktop Engine MSDE installed on your computer a message appears that asks if you want to install it If you have MSDE installed go to step 9 If you do not have MSDE installed click OK and wait until it is installed If you do not have Microsoft NET Framework installed a message appears that asks if you want to install it If you have
248. take an Incoming Call Center Call Not Ready Time This is the cumulative duration of all of the Not Ready time the A gent had during the period of the report An Agent is Not Ready when they have invoked the Make Not Ready feature Break Time This is the cumulative duration of all of the Break Time the Agent had during the period of the report An Agent is in Break Time following an Incoming Call Center Call This is also known as Wrap Up The Skillset supervisor allocates the amount of Break Time that the Agents will receive Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports 153 Answered Incoming Call Center Calls This is the number of Incoming Call Center Calls that the Agent handled during the period of the report The sum of the durations of these calls is given in the following column Incoming Time This is the cumulative duration of all of the Incoming Call Center Calls that the Agent handled during the period of the report The number of calls that this duration represents is given in the preceding column Outgoing Calls This is the number of Outgoing Calls that the Agent made during the period of the report The sum of the durations of these calls is given in the following column Outgoing Time This is the cumulative duration of all of the Outgoing Calls that the Agent handled during the period of the report The number of calls that this duration represents is given in the preceding column
249. te will not be included in the report The To Time specifies the time on the To Date after which data will not be included in the report Information from times after the To Time on the To Date will not be included in the report Issue 02 05 Reporting for Call Center Set Up and Operations Guide 138 Reports Drop down menus allow you to choose dates and time values The Abandoned Calling Line ID Report Skillsets page allows you to select which Skillsets you wish to have included within the report e Fora discussion of using Skillset Selection lists see page 60 e Fora discussion on using Favourites see page 61 Our example User Mary Smith has used her Dev amp Train Favourite to highlight and select the Development and Training Skillsets Clicking on the Submit button generates the report This is shown below Y Cryvtel Reports ActoveX Varmar Micreanit Internet Explorer agar Tai ree ob A Peas wm C Company Name Happy Daze Pharmacy Report Title Abandoned Calling Line RepotPeriod 106 Mar 2004 08 00 to 10 Mar 2004 17 39 Report Created 20 Mar 2004 12 30 Data Timestamp 42 Mar 2004 16 57 Salat 1 3 Zebtzg Line negt IHAN L100 050355963 a L108 Lr 555739067 L109 ARA 1109 10D 555567765 SEES L102 Figure 101 Abandoned Calling Line ID Report For each Skillset and for a report total the calls that abandoned are shown The date and time are displayed for each abandoned call together with the Cal
250. te you wish to have included in the report Information from days after the To Date will not be included in the report The To Time specifies the time on the To Date after which data will not be included in the report Information from times after the To Time on the To Date will not be included in the report Drop down menus allow you to choose dates and time values The Agent Capacity Report Skillsets page allows you to select which Skillsets you wish to have included within the report e Fora discussion of using Skillset Selection lists see page 60 e Fora discussion on using Favourites see page 61 Our example User Mary Smith has used her Dev amp Train Favourite to highlight and select the Development and Training Skillsets Clicking on the Submit button generates the report This is shown below Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports 141 Y Cryvtel Reporte ActiveX Ye Varwe Mir xa ajo z TE Parasa raant Irfteernet fnplorer wm TA Compery Name Happy Daze Pharmacy Repon Tite Agent Capacity Report Repon Penod 10 Mar 2004 08 00 to 10 Mar 2004 17 39 Repat Created 20 Mar 2004 13 06 Data Timestamp 12 Mar 2004 16 67 Shallsets 1 3 Metter of arstascea When h ap rs e alle So Ster ah MO Teta ere fer a teve call Cainer call lastencos Toa 580 Taa 064343 mp ROSE 0 000000 Figure 103 Agent Capacity Report Whenever there are Agents logged into a Skillset but none o
251. tel Networks Reporting for Call Center Web pages Log In page The URL will be http NameOfWebHostPC rcc index asp Where NameOfWebHostPC should be replaced with the network name or IP Address of the Web Host PC Note If you are actually using the browser on the Web Host PC NameOfWebHostPC can be substituted with localhost Note Once you have successfully browsed to the Log In page you might like to add this location to your Internet Favourites This can be accomplished in Internet Explorer by pressing Ctrl D when you are on the Log In page or by clicking on Favourites Add to favourites When you have logged in you will be presented with the page below A http flocalhost rcc main login asp Microsoft Internet Explorer Fie Edit View Favorites Tools Help ay G Beck O sl a Le JO Search 2 Favorites A media amp A a E Address l http localhost rccimain login asp 8 Go Links 7 N RTEL NETWORKS Login Welcome to Nortel Networks Reporting for Call Centre Please login using your username and password below Username Password K Local intranet Figure 36 Log In Page Issue 02 05 Reporting for Call Center Set Up and Operations Guide 48 Using Reporting for Call Center You must provide a valid username and a password in order to gain access to the features of Nortel Networks Reporting for Call Center Before you attempt to login ensure that an Administrator has created a username fo
252. the period of the report Incoming Call Center This is the cumulative duration of all of the Incoming Call Center Calls that the Agent handled during the period of the report Incoming Non Call Center This is the cumulative duration of all of the Incoming Non Call Center Calls that the Agent handled during the period of the report These are calls that have not come through the Call Center routing such as direct calls to the Agent on their DDI line for example Outgoing Call Time This is the number of Outgoing Calls that the Agent made during the period of the report Break Time This is the cumulative duration of all of the Break Time the Agent had during the period of the report An Agent is in Break Time following an Incoming Call Center Call This is also known as Wrap Up The Skillset supervisor allocates the amount of Break Time that the Agents will receive Not Ready Time This is the cumulative duration of all of the Not Ready time the Agent had during the period of the report An Agent is Not Ready when they have invoked the Make Not Ready feature Supervisory Monitoring This is the cumulative duration of all of Supervisory Monitor sessions the Agent undertook during the period of the report An Agent can only perform Supervisory Monitoring if they have been created as a Skillset Supervisor within the Call Center Internal Call Time This is the cumulative duration of all of the Internal Calls that the Agent placed or answered d
253. the time the data download has finished this is not an error Microsoft Internet Information Services has a setting which dictates how long it will wait before closing a web page The data download will complete as expected and you will be informed of this in the Download Status Window but you will not receive another message box from the Browser System Administration Selecting the System Administration option presents you with the System Administration Menu page shown below Reporting for Call Center Set Up and Operations Guide Issue 02 05 Administration 31 a http localhost rcc admin_pages security_index asp Microsoft Internet Explorer File Edit View Favorites Tools Help Q sak UY EN EJ e JO Search Se Favorites S media A S E Address l http localhost rcc admin_pages security_index asp NORTEL pks Administration system Administration Menu Call Center Connection Please select an option from the administration menu on the left hand side to continue System Administration System Admin Settings User Admin Skillset Assignment Maintenance Company Details Reporting K Local intranet Figure 21 System Administration Menu Page The System Administration Menu allows you to e Change the username and the password for the default Nortel Networks Reporting for Call Center Administrator To create Users To allocate Skillsets to those Users System Admin Setting
254. ti Alarm Period Alarm The Alarm that is triggered when the parameter AN number of Agents Not ready passes beyond the thresholds The Skillset in question operate three shifts of Agents A Morning Shift which is supplemented by additional Agents in the afternoon forming the Afternoon Shift and Night Shift which is manned by a skeleton staff of Agents who man the Call Center throughout the night Because the Skillset has a different number of Agents Logged in during the Morning Shift the Evening Shift and the Late Shift an Alarm based on Agents Not ready needs to have different thresholds to cater for the different numbers of Agents Logged in at the various periods throughout the 24 hour cycle Alarm Period One Reporting for Call Center Set Up and Operations Guide Issue 02 05 Using Reporting For Call Center 117 The first Alarm Period commences at 08 30 in the morning The comparison is gt so the Alarm will be triggered when the AN parameter meets or exceeds the threshold The threshold is 5 This means that whenever the AN parameter reaches 5 or above the selected message is sent to the wallboards which have been assigned to this Skillset Alarm Period Two The second Alarm Period commences at 17 30 in the evening The comparison is gt so the Alarm will be triggered when the AN parameter meets or exceeds the threshold The threshold is 3 This means that whenever the AN parameter reaches 3 or above the selected message is
255. tion of all of the instances when that Activity Code was entered Number of Pegs Indicates the number of times that Activity Code was entered Average Time Average time devoted to that Activity Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports 169 Activity Code Report by of Pegs Clicking on the Activity Code Report by of Pegs button presents you with the Activity Code Report by Pegs Skillset Selection page shown below Y DIS localhost rrr repart pages repartida name bitt Code Report By Mierusslt Sebereet Gere Fie GK Wm Fares Toos Hep a Des O 012 sem rs re Ze A Address L beta Moceloet icraat Deiertretert 13 aap Truman rity ty DICO DA port SOE I GDI OP Ee Googe zl sw g rs Elon Activity Code Report By Picasa zakr a period then a Skilsat to regar on From gege 00 7 Dec 2003 From time 0 00 To date 08 gt Dec lo To time 23315 Favoatitas Has Cev Tan Data Shilisats Salag Ai Croata Favourite Submit Cancal SNI Eire CET IS Figure 126 Activity Code Report By of Pegs Skillset page This page allows you to select the Skillsets you wish to have included in the report and to specify the time period you wish the report to cover The time period is specified by providing a From Date and From Time and a To Date and a To Time The From Date specifies the first date you wish to have included in the re
256. ts 1 2 3 amp sReportt Microsoft Internet Explorer 5 x File Edit view Favorites Tools Help ay Gee O x 2 D Oso reg Wine II 3 Address El http flocalhost rcc schedule_pagesfget_schedule_skillsets asp sSelectedReports 1 2 3 8sReportTime 08 308sReportName AnswAbandtsSelecte Y Google Y Search web gt hr4blocked fEl autori EY Pd options 4 NORTEL NETWORKS oo Links gt Daily Schedule Skillsets Print Schedules Please highlight the Skillets you wish to include in the print schedule Daily Schedules Weekly Schedules a 3 Monthly Schedules Skillsets Real Time Agent Alarms Wallboard Setup Time Bins Setup Cancel Select All Submit Create Favourite Favourites Reports Dev8Train Delete Select Figure 46 Daily Schedule Skillsets Page The Daily Schedule Skillsets page allows you to select which Skillsets you wish to have included within the generated reports that are produced by the Daily Schedule Skillset List Selection Methods You can use the following techniques to select Skillsets from the Skillset List Reporting for Call Center Set Up and Operations Guide Issue 02 05 Using Reporting For Call Center 61 Clicking once on an unselected Skillset name will select it it will be highlighted and will remove the highlight from any other currently selected Skillsets Clicking once on a selected highlighted Skillset name will unselect it
257. ts included in the report for the duration of the period of the report Summary Report Table The following statistics are presented on an hourly or daily basis according to the timescale of the Report period As the example Report shown has a period of a single day the Time category is divided into Hours Time The table is divided into Time Slots which are either Days or Hours according to the period of the Report Our example report here covers a single day and so the time slots are Hours Issue 02 05 Reporting for Call Center Set Up and Operations Guide 176 Reports Presented Calls Direct and Indirect The total number of calls presented in this time slot Direct Calls are those that are presented directly to the Skillset Indirect Calls have been handled by the Call Routing of another Skillset and have either for example Overflowed or been manually transferred to this Skillset Answered Call Transactions The number of call transactions that were answered in this time slot Abandoned Calls The number of calls which abandoned during this time slot Calls Handled in Another Skillset The number of calls that were targeted at this Skillset but which were answered in another Skillset due to an Overflow Move to Queue or other Call Routing option Outgoing Calls The number of Outgoing Calls that were placed by the Agents in this Skillset during this time slot Unstaffed Calls The number of calls that arrived in th
258. u will be asked to confirm the deletion and you will be returned to the Your Monthly Schedules page Reporting for Call Center Set Up and Operations Guide Issue 02 05 Using Reporting For Call Center 83 Real Time Using the Real Time Options Selecting the Real Time option presents you with the Real Time Menu page The Real Time Menu page is shown below with the real Time options displayed in the list on the left hand side of the page A http localhost rcc realtime_pages realtime_index asp Microsoft Internet Explorer File Edit View Favorites Tools Help ay Q x SE z x 2 EE Dy Favorites W I meda Ol s d Si 3 Address El http flocalhost rcc realtine_pages realtime_index asp X Go Links Google E search web gt 3 E za Heed Flaco FY fed options 4 NGRTEL NETWORKS Real Time Menu Print Schedules Welcome Mary Please select a Real Time view frorn the links on the left hand side ofthe Real Time s S e screen These screens will launch in their own window Real Time Summary Real Time Detail Agent Alarms Wallboard Setup Time Bins Setup Reports S OE Moana Figure 63 Real Time Menu Page Selecting the Real Time Summary option presents you with the Real Time Summary page shown below Real Time Summary This page allows you to specify which Skillsets you wish to include within the Real Time display Issue 02
259. uide Issue 02 05 Using Reporting For Call Center 93 When an Agent makes an Outgoing Call they are said to be in the Outgoing State The Outgoing State is represented by Yellow Supervisory Monitoring When an Agent who has been created in the Call Center as a Supervisor undertakes a monitoring session with another Agent they are represented in the Real Time screen using Gold The Status column will display Monitoring Non Call Call Center Call Ifthe Agent answers a non Call Center Call they are represented using Grey Available Blue is used to represent Available Agents These are Agents who are available to answer Incoming Call Center Calls All Calls Held Magenta is used to indicate an Agent who has placed all of their calls on hold Not Ready Dark Grey is used to represent Agents who are in the Not Ready state Logged Into SS Indicates the Skillsets the Agent is currently logged in to Status This column is used to provide extra detail regarding the A gent state A phone icon with the wording Multimedia represents a Multimedia voice call A phone icon with the wording Voice represents a regular voice call A phone icon with the wording Outgoing represents an outgoing call A phone icon with the wording Intercom represents an internal call The word Available represents an Available Agent The wording BreakTime represents an Agent in Break Time The wording Calls Held represents an Agent with all of t
260. ur waboani schedules appear below You do not have ary wallboard schadulas configured Y 3 _ _ _ _ __ ______________ JJ ees Figure 85 Assigned Schedules Page The Assigned Schedules page will display a list of the assigned Schedules Initially this list will be empty Click the Add button to create a new Schedule Clicking the Add button presents you with the Add Schedule page shown below Reporting for Call Center Set Up and Operations Guide Issue 02 05 Using Reporting For Call Center 119 3 str localhost rrr malbouni_ peges add_schedele cspfakilects 0 3 7 5 Microeslt intense Serer Fie Ch Wm froe Took Hep e Qee O x 2 mg ros re Go A Address 8 Hita Waceihostirce Maliooard paganad sharki pg din 4209 7 73 Guoghe Bross gt rosas rr O an 2 NERTEL NETWORKS Add Schedule Phise input the detalo af the schedule below Peal Tien Wallboard Sem E Sike Teen Z t Day Sunday De 003 foo Viator Seen gt Massage There ara AN Aganto Not Ready please ratum Available gftzaued sstarznect Ketsamg Gim Cancel Gawe oo 1 TI A Figure 86 Add Schedule Page The Add Schedule page allows you to configure the Schedule When you assign a Schedule it is specific to a particular Skillset or the System 1f you select the System list item A Schedule Message may be used by many Skillsets but a
261. ure 23 Wser Admin Pase died nes i ERRE aia ibd ated oes ASAE Eaa aiii s o AEA ei aisl 33 Figure 24 Add User Pages ci bici 34 Figure 25 Details for new User Mary Smith 36 Fee 26 Ed User Pages e edd ee aii 37 Figure 27 Skillset Assignment Page 38 Figure 28 Assigned Skills ts Page ii id tail dia 39 Figure 29 Skillsets Assigned to User Mary Smut 40 Figure 30 Maintenance Menu Page eege sveve ck dads i 41 Feel System Status Par ee deeg eege 42 Figure 32 Logging Menu Pare a aiii 43 Figure 33 Logging Menu Page with the Logging Stoppe 44 Figure 34 Company Details Page a rne eege edel ee ee eer ee btt adi s 45 Figure 35 Main Menu Piar A A A te 46 Figure 36 Log In Page ni A adi tii 47 Figure 37 Change Password Par A en tt 48 Figure38 User Main Menu Pape AA ied henna A A eed ee 49 Figure 39 Time Bins Setup Configuration Menu Page 51 Figure 40 Time Bin Setup Skillset Selection page 52 Figure 41 Time Bins Page a A a A ed is 53 Flgure 42 Print Schedules Pati A d tated A tee ete ep ea a 55 Figure 43 Your Daily Schedules Page aee i e E eia i o iii ES 56 Figure 44 Add Daily Schedule Page cui aid i Ese 57 Figure 45 Add Daily Schedule Page Example Settings ccccccccsessccessceseceseeesecscecseeeseseneeeeeseeeeeeseseeeeeeeeeesnseseeenaeenaeenses 59 Figure 46 Daily Schedule Skillsets Page 60 Figure 47 Save Favourites Paren at a ai E tye a iii id 62 Figure 48 Your Daily Schedules with a Schedule in the Let 63 Figure 49 E
262. uring the period of the report Internal Calls are also called Intercom Calls Agent Audit Report Clicking on the Agent Audit Report presents you with the Agent Audit Report Skillset Selection page shown below Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports 157 Y DIS localhost irr repart page part Lap name Agent Audit Report Miresc l Intenst Explerer Fie Op Wm Frakes Toos Heb 2 pee O 011 1012800 Zeep hr yi tS BL 3 Address L hip acabe ince repart_pagen repert 1D empire II Ia Googe zl rss ai Bang rr Klo 2 NGRTEL NETWORKS Agent Audit Report Picasa zakb a parad then a Shica to regan on From dete 09 Dec 2003 d From time 03 foo To date 0 gt Dec 0 Toime 233 53 Faveerites Mae Ce ten Deeg Silke Emart Zi j Croste Favo wie Submit Cancal Leite IT TE Figure 114 Agent Audit Report Skillset Selection page This page allows you to select the Skillsets you wish to have included in the report and to specify the time period you wish the report to cover The time period is specified by providing a From Date and From Time and a To Date and a To Time The From Date specifies the first date you wish to have included in the report Information from days before the From Date will not be included in the report The From Time specifies the time on the From Date from which you wish to have data included in the report
263. usive with the Primary Alert If any calls have waited in excess of the Secondary Alert the background to this cell will change to red Overflow Indicates the number of currently waiting Calls that have waited in excess of the Call Center Overflow Threshold Note that this does not mean the call has overflowed but the Call Center is actively looking through the overflow rules that have been defined for this Skillset in order to try to find a means of answering the call That is this call is liable to overflow shortly If any calls have waited in excess of the Overflow Threshold the background to this cell will change to red Note that if a call had passed the overflow threshold in one Skillset and was then Moved to another Skillset due to the call routing that had been configured the call will appear in the new Skillset and the cell background will be red as this call has already passed the overflow threshold of the original Skillset it was in Abandoned Hour Day Indicates the number of calls that have abandoned in the Skillsets in the current hour and in the current day Answered Hour Day Indicates the number of calls that have been answered by the Agents in the Skillsets in the current hour and in the current day Longest Waiting Time Indicates the waiting time of the call that has waited the longest out of the list of currently waiting calls Unread Skillset Messages Indicates the number of voice mail messages in the Skillset
264. ussion of using Skillset Selection lists see page 60 e Fora discussion on using Favourites see page 61 Our example User Mary Smith has used her Dev amp Train Favourite to highlight and select the Development and Training Skillsets Clicking on the Submit button generates the report F Gr srt Woewrr Mirroso 4 spore x8 alm ie 4 L it the A Prwvew ij ronet N RTEL 7 ot D Cargary Haro Repon mie Agent Average Report by Agent Report Penod 11 Jan 2004 00 00 to 11 Aug 2004 22 59 Repar Created 11 Awg 2004 11 22 Dats Tetange 15 Jal 2004 09 30 Stitats Cewcpemre Trasig Cal Certer Cal Mo of Transactions Anewered Average Mo of Breda Cal heomning Time Troes Durston hnesntes m HA Ren Sa SHUI 140 000032 A ia mmm g Hubmeda 00 000 Overton SILL 10 00 00 18 Nulimeds 000000 00 00 08 000000 Figure 142 Agent Average Report by Agent For each Skillset Agent by Agent the average durations of six Call Center statistics are displayed For calls that have been transferred to the Agent the word Transferred will appear at Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports 193 the start of the line for that Agent Likewise if the Call Transaction was for an overflowed call the word Overflow will appear at the start of the line for that Agent An Agent can therefore have up to three lines displayed for them separating out the direct Call Center Call Transactions from the Transferre
265. ware will try to drive the wallboards which will result in the wallboard display flashing back and forth between the two sets of data being sent to it by the two different applications Note also that the hardware used as the Master PC for the Nortel Networks Call Center Reporting 2 5 3 0 or 3 5 software might not by of sufficient specification to support the Nortel Networks Reporting for Call Center software See the list of Minimum Hardware Requirements on page 6 and the Operating System Compatibility on page 7 Issue 02 05 Reporting for Call Center Set Up and Operations Guide 230 Troubleshooting Reporting for Call Center Troubleshooting Reporting for Call Center 9 Slow Updates on Real Time Screen The real Time screens should be updated approximately every 3 seconds If they seem to be slow or sluggish the following points should be checked Web Host PC Requires a Host File entry Check with your Network Administrator to add an entry in the Web Host PC Host file This is a Windows system file and is usually located in the Windows System32 drivers etc folder of the Web Host PC this may be called the Winnt System32 drivers etc folder You must enter the IP Address and the network name machine name of the Business Communications Manager to this file Separate the two items by using the Tab key An example Host file is shown below Copyright c 1993 1999 Microsoft Corp This is a sample HOSTS file used by Microsoft TC
266. while Please wait until further notification Figure 19 Starting Data Download notification Message When you click the OK button the message box will close and Reporting for Call Center will repeatedly request historical data from the Call Center until the database on the Web Host PC is up to date A small window will appear which will show an updated display to allow you to monitor the progress of the Call Center download Percentage Completed Calls Extracted from Received Data Total Call Center Calls in the Database Figure 20 Download Status Window This window provides information regarding the status of the current download The Percentage Completed line indicates how near to completion the download is When Reporting for Call Center is installed it queries the Call Center for any Call Center data that the Call Center has accumulated The oldest data that is held within the Call Center database defines the start point of the download and the date of today defines the end point of the download The download has to request data from the Call Center for each day within the download period The Percentage Completed line indicates how far through the download period the download process has reached in terms of time not in terms of calls For example if the Percentage Completed figure was at 50 and the Calls Extracted from Received Data was at 125 this does not mean the download will be complete when the Calls I
267. with a break down showing the number of calls that were regular Voice calls and those which were conducted through the use of Nortel Networks Multimedia Call Center Multimedia calls Number Abandoned Indicates the number of calls that were Abandoned in each time slot with a break down showing the number of calls that were regular voice calls and those which were conducted through the use of Nortel Networks Multimedia Call Center Multimedia calls Reporting for Call Center Set Up and Operations Guide Issue 02 05 Reports 181 Answered by Agents Indicates the number of calls that were Answered by Agents in each time slot with a break down showing the number of calls that were regular voice calls and those which were conducted through the use of Nortel Networks Multimedia Call Center Multimedia calls Answered by Voice Mail Indicates the number of calls that were Answered by Voice Mail in each time slot with a break down showing the number of calls that were regular Voice calls and those which were conducted through the use of Nortel Networks Multimedia Call Center Multimedia calls Answered by Operator Indicates the number of calls that were Answered by the Operator in each time slot with a break down showing the number of calls that were regular voice calls and those which were conducted through the use of Nortel Networks Multimedia Call Center Multimedia calls Answered by Overflow Agent Indicates the number of
268. within the report The data and the time at which each call abandoned is listed together with the Calling Line Id of the call when it is know and the amount of time the caller waited before they abandoned Some callers do not advertise their calling ID when they make a call In the instances where Nortel Networks Reporting for Call Center does not know the Calling Line ID it displays the channel or line number on which the call arrived IF required this report can be used as the basis of a call back policy in which abandoned callers are called as a courtesy follow up This could be done selectively so that only the callers who held for the longest times before abandoning were called back as they were the ones who were most determined to get through Issue 02 05 Reporting for Call Center Set Up and Operations Guide 202 Reports Explained and to make use of your services or perhaps the report could be checked for the Calling Line ID of Gold or preferred customers remember that you can search through on screen reports see Page 126 This report can also be used to see whether there is a spate of abandoned calls before or after the Call Center is closed which can be used as an indicator of whether the Call Center should be staffed for a longer period perhaps by a reduced skeleton staff populated on a rota basis On the other hand perhaps the early and late callers could be rung back to be advised of your opening hours
269. wn in Figure 2 on Page 13 will appear Please wait Reporting for Call Center Set Up and Operations Guide Issue 02 05 Introduction 13 For a CallPilot Installation Exit any Windows programs that are running Insert the Application Installation CD into the CD drive of the PC you wish to use as the Web Host PC Double click on the Setup exe file The dialog box shown in Figure 3 on Page 13 will appear Please wait lt 4j Reporting for Call Center InstallShield Wizard Extracting Files The contents of this package are being extracted Please wait while the InstallShield Wizard extracts the files needed to install Reporting for Call Center on your computer This may take a few moments Reading contents of package AAA Installshield Figure 3 InstallShield Initialization Dialog The Extracting Files dialog shown in Figure 3 prepares the installation files required to install the Nortel Networks Reporting for Call Center files on the Web Host PC Choose Setup Language x En Select the language for this installation from the choices below Figure 4 Language Selection Dialog Issue 02 05 Reporting for Call Center Set Up and Operations Guide 14 Installation The dialog shown in Figure 4 This dialog allows you to select the default language for your installation of Nortel Networks Reporting for Call Center Note that the Users of Nortel Networks Reporting for Call Center ar
270. x Hour Gen Meget LC oacl 100 Hr 0 00 00 A ETS OSA EN EE EI E TEE A a papel empl ata eaten 2 Figure 67 Real Time Call Detail Page Media Type Indicates whether the line of statistics relates to Multimedia Call or Voice PSTN Calls or a total for both types of call Waiting Indicates the number of calls that are currently waiting in the Skillset queues to be answered Primary Alert Indicates the number of currently waiting Calls that have waited in excess of the Call Center Primary Alert note that this is mutually exclusive with the Secondary Alert If any calls have waited in excess of the Primary Alert the background to this cell will change to yellow Secondary Alert Indicates the number of currently waiting Calls that have waited in excess of the Call Center Secondary Alert note that this is mutually exclusive with the Primary Alert If any calls have waited in excess of the Secondary Alert the background to this cell will change to red Reporting for Call Center Set Up and Operations Guide Issue 02 05 Using Reporting For Call Center 91 Overflow Indicates the number of currently waiting Calls that have waited in excess of the Call Center Overflow Threshold Note that this does not mean the call has overflowed but the Call Center is actively looking through the overflow rules that have been defined for this Skillset in order to try to find a means of answering the call That is this call is li
271. xt button Issue 02 05 Reporting for Call Center Set Up and Operations Guide 16 Installation InstallShield Wizard License Agreement Please read the following license agreement carefully the PAGE DOWN key to see the rest of the agreement Nortel Networks Corporation Nortel Networks Reporting for Call Centre SOFTWARE LICENSE AGREEMENT CAUTION PLEASE READ THIS BEFORE INSTALLING OR USING THIS SOFTWARE 1 Grant of License Grant of License from Nortel Networks Corporation Nortel This document Agreement is the legal Agreement that will govern use of the Nortel distributed product called Nortel Networks Reporting for Call Centre and its associated documentation That product and documentation are called Software in the Agreement Nortel hereby grants to any user who has acquired the Software from Nortel or from a Nortel Authorised Distributor Dou a license to use the Software Such licenses are limited to use in accordance with the terms of this Agreement zi pt all the terms of the prec InstallShield Figure 7 License Agreement Dialog The dialog shown in Figure 7 is the License Agreement dialog Please read the Software License Agreement before proceeding To proceed with the installation you must click the Yes button To cancel the installation click on the No button To return to the Welcome dialog click on the Back button Reporting for Call Center Set Up and Operations Guide Issue 02
272. y your Administrator see the description of the Add User page on Page 34 you will be able to use this option to assign wallboards to your assigned Skillsets You will also be able to configure the wallboards with features such as wallboard alarms and messages schedules and summaries If you have not been awarded the rights to assign wallboards by your Administrator the Wallboard Setup option will be greyed out Issue 02 05 Reporting for Call Center Set Up and Operations Guide 98 Using Reporting for Call Center Nortel Networks Reporting for Call Center can drive both hardware and software IP enabled wallboards The wallboards which are supported are the pView Wallboards hardware tri colour wallboards and the ipView SoftBoard software based personal wallboard They are updated approximately every 3 seconds Message Formats The information sent to the wallboards is in one of three different formats Parameter Messages Parameter Messages are the regular display message sent to the wallboard Parameter Messages show 6 statistical parameters each of which is displayed alongside a two letter mnemonic abbreviation If the wallboard is configured to have a title then the number of parameters that can be displayed is dropped to 3 The parameters available for display on the wallboards are ID Number of Incoming calls received in the current Day IH Number of Incoming calls received in the current Hour AD Number

Avaya Reporting for Call Center User's Manual

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