Avaya NN44400-710 manuale d’uso

Avaya Aura™ Cont act Center Performance Management NN44400-710 Document status: S t andard Document issue: 02.03 Document date: 12 November 2010 Product release: Release 6.0/6.1 Job function: Administration T ype: T echnical Publication Language type: English[...]

Copyright © 2010 A vaya Inc. All Rights Re served. Notices While reasonable efforts have been ma de to e nsure that the information in this documen t is compl et e and accurate at the time of printing, A vaya assumes no lia bil ity for any errors. A vaya reserves the right to make cha nges and cor rections to the informatio n in this document with[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 3 Content s New in this release 7 Features 7 Contact T ypes 7 Summarized historical st atistics interval 7 Expert consultation 7 Real-time Reporting Dashboard Display 7 Other chang es 7 Introduction 9 Performance management fundamentals 11 11 Filters 1 1 Thresho lds 12 Historical s[...]

Contents 4 NN44400-710 Cont act Center Performance Management 12 November 2010 Exported displays 31 Exporting summary cha rts 31 Exporting netw ork summ ary charts 32 Viewing an exp orted real-time display 33 Exporting real-time display grids 33 Changing the file name prefix of exported real-tim e display grid s 33 Changing the path to export a sum[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 5 Contents Changing the column width in a real -time display 63 Rearranging columns in a real-time displa y 64 Changing the dat a collection mode of a real-time display 64 Changing the titl e of a real- tim e dis pla y gr id 65 Deleting columns from a real-time display 65 Moving th[...]

Contents 6 NN44400-710 Cont act Center Performance Management 12 November 2010 Changing a dat abase alias 105 Setting the p age orientation 106 Creating report s using Microsoft Excel 106 Creating report s using Microsoft Access 107 Saving a report template in Crystal Report s 1 1 109 Importing a user-created Cryst al Report 1 10 Linking subreport [...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 7 New in this release The following sections det ail what is new in the A vaya Aura™ Contact Center Performance Management Dat a Dictionary (NN44400-1 17) Release 6.0/6.1. Navigation • Features (page 7) • Other changes (page 7) Features See the following sections for info rma[...]

New in this release 8 NN44400-710 Cont act Center Performance Management 12 November 2010[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 9 Introduction This document provides the procedu res to generate performance mana gement reports for A vaya Aura™ Contact Center Release 6.0/6.1. Prerequisites • Ensure that you have the most recent doc umentation. Do cumentation is available on the A vaya web site at www .ava[...]

Introduction 10 NN44400-710 Contac t Center Performance Management 12 November 2010[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 11 Performance management fundament als This section provides an overview of perf ormance management reporting tools and utilities. Navigation • Filters (page 1 1) • Thresholds (page 12) • Historical statistics (p age 12) • Real-time statistics (p age 12) • Access and par[...]

Performance ma nag ement fundamentals 12 NN44400-710 Contac t Center Performance Management 12 November 2010 With the filters feature you select the site s and site resources to include in a network consolidated report, for example , the Ne twork Consolidated Skillset Performance Report. After you create a filter , you c an include th e filters whe[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 13 Performance managemen t fundamentals Y ou must have Real-T ime S tatistics access to configure these statistics. Y ou can configure collection options, the dat a collecti on interval, and th e minimum refresh rate. T wo types of real-time statistics are available: network consol[...]

Performance ma nag ement fundamentals 14 NN44400-710 Contac t Center Performance Management 12 November 2010[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 15 Filter management Y ou can use filters to specify the skillsets, applications, the agents that you want to see in the real-time display grids, and the ag ents that you want to see in the agent map graphical displays. Prerequisites to filter management • Ensure that you have ac[...]

Filter management 16 NN44400-710 Contac t Center Performance Management 12 November 2010 2 From the Filters menu, select Add Filt er . 3 In the New Filter Name box, ty pe the name of the filter . Y ou can use only alphanu meric characters; do not use special character s. 4 Click Submit to save the filter . --End-- Creating a filter in Historical re[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 17 Filter management Procedure step s Ste p A ct i on 1 From the Filters menu, select Manage Filters . 2 In the left p ane, select the filter to edit. 3 Select the Co ntact Center Ma nager Server on which t o add the elements. 4 Select the Skillsets tab. 5 Click the Assign Skills e[...]

Filter management 18 NN44400-710 Contac t Center Performance Management 12 November 2010 6 T o choose all available applications, select the Select All check box. 7 Click Submit to save your changes. --End-- Adding agent element s to a filter Include specific agent s’ statistics by adding agent elements. Prerequisites • Log on to Real-T ime Rep[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 19 Filter management Removing element s from a filter T o modify the report display , remove element s from a filter . Prerequisites • Log on to Real-T ime Reporting or Historical Reporting. See Logging on to Real-T ime Reporting (pag e 23) or Logging on to Historical Reporting ([...]

Filter management 20 NN44400-710 Contac t Center Performance Management 12 November 2010 3 In the right pane, click Delete Filter . 4 In the message box that appea rs asking you to confir m your choice, click OK . --End-- Applying filters to real-time displays Use the Filters page to ap ply filters to customize your real-time displays. Y ou can app[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 21 Filter management Prerequisites • Log on to Real-T ime Reporting. See L ogging on to Real-T ime Reporting (p age 23) . • Ensure that you have access to filters. • Ensure that you do not log on as the web admin. Procedure step s Ste p A ct i on 1 In the left p ane, select t[...]

Filter management 22 NN44400-710 Contac t Center Performance Management 12 November 2010 5 From the list of assigne d filte rs , cl ea r the c heck box for each filter to remove from the real-time display . 6 T o remove all of the filters fr om the real -tim e disp la y , click Clea r Al l . 7 Click Submit to save your changes --End--[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 23 Real-time Reporting The Contact Cen ter Manager Administration (CCMA) Real-T ime Reporting displays provide up-to-date st atistics for your contact center and re sources. With access to statistics that update in real time, such as the number of calls waitin g to be answered, the[...]

Real-time Reporting 24 NN44400-710 Contac t Center Performance Management 12 November 2010 1 Log on to Contact Cen ter Manager Administration. 2 On the launchpad, click Real -Time Report ing . The Real-Time Reporting window appears. --End-- Creating a private real-time display Create a private real-time display to customize real-time displays. For [...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 25 Real-time Report ing Making a public copy of a private real-time display After you customize a rea l-time display and sa ve it in your Private T abular Di splays folder , you can share the display with o ther users by making a public copy . Y ou can copy the display to the Publi[...]

Real-time Reporting 26 NN44400-710 Contac t Center Performance Management 12 November 2010 Deleting public displays If required, you can delete custom pub lic displays. Y ou can not delete standard public displays (the displays that come with the Cont act Center Manager Administration software). Prerequisites • Ensure that you log on to Contact C[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 27 Real-time Report ing 7 Click Launch Display to view yo ur changes. --End-- S tarting a network summary Y ou can start a performance summary chart in bar format of a ll sites in the network (if you work in a networked environment). The c hart up dates at the same refresh rate as [...]

Real-time Reporting 28 NN44400-710 Contac t Center Performance Management 12 November 2010 Printing a real-time display If you require a hard copy , you can print a real-time display . Procedure step s Ste p A ct i on 1 Log on to Real-T ime Reporting . 2 In the left pane, click the se rver on whic h the re al-time displa y is stored. 3 Navigate to [...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 29 Real-time Report ing Deleting an exported real-time display grid Y ou can delete real-time display grids from the Conta ct Center Manager Administration server that you export as HTML files. Procedure step s Ste p A ct i on 1 Log on to the Real-T ime Reporting component. 2 From [...]

Real-time Reporting 30 NN44400-710 Contac t Center Performance Management 12 November 2010[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 31 Exported displays The procedures in this section describe how to work with exported real-time displays. Prerequisites to exported displays • Ensure that you have access to the R eal-T ime Reporting component and associated access class elements. Navigation • Exporting summar[...]

Exported displays 32 NN44400-710 Contac t Center Performance Management 12 November 2010 A message b ox appear s with the name of th e export ed file and the export time. For example, if you export the Agent disp la y site summary chart for the Winnipeg site as a .bmp file on Jun e 29, 20 00 at 2:23 p.m., th e export ed file name is S tan dardAgent[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 33 Exported displays V iewing an exported real-time display Y ou must view an exported real-time displays, to print the display . Prerequisites • Log on to Real-T ime Reporting. See L ogging on to Real-T ime Reporting (p age 23) . Procedure step s Ste p A ct i on 1 From the Displ[...]

Exported displays 34 NN44400-710 Contac t Center Performance Management 12 November 2010 The exported file name includes your use r nam e, the prefix that you select, the date and time you save the file. For example, if y our u ser name is John, your prefix is ConsolidatedSS, and you chose to export the Consolidated Skillset Display as an HTML file[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 35 Exported displays For example, to save the summary chart in the My Document s folder on the C drive of your computer , type C:M y Documents in this box. 4 Click Submit to save your changes. --End-- Printing a real-time display grid If you require a hard copy of a real-time disp[...]

Exported displays 36 NN44400-710 Contac t Center Performance Management 12 November 2010[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 37 Graphical displays In the Graphical Display window , you can c onfigure one of seven types of graphical displays: • Billboard displays • Chart displays • T ime Line displays • Agent map s • Collections • Billboard collections • Dashboard displays Prerequisites to g[...]

Graphical displays 38 NN44400-710 Contac t Center Performance Management 12 November 2010 • Configuring a chart display (page 50) • Creating a private collection (p age 52) • Creating a private billboard collection (p age 53) • Creating a public collection or public billboard collection (p age 53) • Arranging the billboards in a b illboar[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 39 Graphical displays --End-- Opening a graphical display View a grap hical display . Prerequisites • Log on to Real-T ime Reporting. See L ogging on to Real-T ime Reporting (p age 23) . • Create at least one graphical d isplay . See Adding a graphical display (p age 38) . Proc[...]

Graphical displays 40 NN44400-710 Contac t Center Performance Management 12 November 2010 Procedure step s Ste p A ct i on 1 In the left p ane, click the Private Graphical Displays folder . Attention: Whe n you delete a graphical display , you cannot restore it. Instead, you must create a new graphical display . 2 In the list of displays, click the[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 41 Graphical displays When you copy a private display , the system giv es the new display a d efault name in the format [server name]_[private display name]. Because each public display must have a unique name, you must type a ne w name if you save a public display with the same de[...]

Graphical displays 42 NN44400-710 Contac t Center Performance Management 12 November 2010 5 Click Submit to save your changes. --End--[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 43 Graphical displays Configuring an agent map Y ou can configure an agent map to view a re presentation of all the agents to whom you have access in your cont act center . Prerequisites • Y ou must create the agent filter before you can assign it to the map display and save the [...]

Graphical displays 44 NN44400-710 Contac t Center Performance Management 12 November 2010 12 From the Associated filter list, select the agent filter to assign to the agent map. Only filters containing a gents on the selected server app ear . If your filters contain no agents on the selected server , no filters appear in this list. 13 In the Thresh[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 45 Graphical displays 3 Click the Agent tab . 4 Select the agent s to add to the agent map. 5 Click Submit to save the changes. 6 On the main menu, click Displays , View Displays . 7 On the system tree, click the Graphical Displays folder under the server containin g the agent ma p[...]

Graphical displays 46 NN44400-710 Contac t Center Performance Management 12 November 2010 Customizing the agent map layout Adapt an agent map layout to meet your requ irements. Procedure step s Ste p A ct i on 1 In the agent map, click and drag th e agen t icons to the de sir ed po sitio n. 2 T o change the size of the window , place your cursor on[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 47 Graphical displays Y ou can choose from the following options: • agent first name, followe d by last name • agent last name, follo wed by first name • agent first name and login ID • agent last name and lo gin ID Prerequisites • Log on to Real-time reportin g. See Logg[...]

Graphical displays 48 NN44400-710 Contac t Center Performance Management 12 November 2010 Procedure step s Ste p A ct i on 1 From the Zoom list, select a value to resize the agent map. --End-- Activate a display from an agent map On the agent map graphical display , you can view a grid d isplay that you select on the server . When you customize the[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 49 Graphical displays • Configure an agent map. See Conf iguring an agent map (page 43) . Procedure step s Ste p A ct i on 1 Activate the required agent ma p display in box view . 2 Double-click an a gent icon in the agent m ap display . A new window appears that list s the agent[...]

Graphical displays 50 NN44400-710 Contac t Center Performance Management 12 November 2010 the selected server and across all the applicat ions or skillsets in your p artition on all servers on the network across all IVR queues on the selected serv er . 12 From the St atisti c list, select the statistic to monito r in the billboard. The name of the [...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 51 Graphical displays 4 If you selected a nodal server , in th e Element T ype area, select the Application , IVR , or Skillset . 5 If you selected an NCC server , in the Element T ype area, select the Agent Po sition Count , Application , or Skillset . 6 If you select Application [...]

Graphical displays 52 NN44400-710 Contac t Center Performance Management 12 November 2010 23 Click Submit to save your changes. The new chart appears in the system tree under Graphical Displays and the Graphical Display window refreshes. 24 T o create a public copy of your custom display , in the T ype in the name of your public display box, type a[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 53 Graphical displays Creating a private billboard collection Y ou can configure and save your favorite combination of billboards. Prerequisites • Log on to Real-time reportin g. See Logging on to Real-T ime Reporting (pa ge 23) . Procedure step s Ste p A ct i on 1 In the Real-T [...]

Graphical displays 54 NN44400-710 Contac t Center Performance Management 12 November 2010 2 In the Name box, type the name of th e new collection or billboard collection. This is the name that appears on the syst em tree. Y ou can use only alphanumer ic characters in the collection name; you cannot u se special characters. 3 From the Servers list, [...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 55 Real-time report customization The procedures in this section describe how to customize your re al-time reports. Y ou can customize real-time report displays and real-time report su mmary charts. Prerequisites to real-tim e reporting customizatio n • At least one real-time rep[...]

Real-time report customization 56 NN44400-710 Contac t Center Performance Management 12 November 2010 Creating a Real-time Dashboard di splay Y ou can create a Real-time Dashboard display to provide you with multiple views of up-to-date st atistics for your contact center and its resources. Prerequisites • Log on to Real-T ime Reporting. See L og[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 57 Real-time repor t customization 5 From the display chart me nu, select the data to display on the chart. The dat a app ears on the chart in the Realtime Dashboard display . --End-- Changing chart properties in the Real-time Dashboard display Y ou can change the items that appear[...]

Real-time report customization 58 NN44400-710 Contac t Center Performance Management 12 November 2010 1 In the left p ane, under the server that co nt ains the display to customize, click the Private Graphi cal D is pl ays folder . 2 Select the Real-time Dashboard display . 3 Click Launch . 4 Click the X button beside the display to remove. 5 On th[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 59 Real-time repor t customization Adding a new colum n to a real-time display When you customize your private real-time display grids, you can add new columns by choosing from a list of avail able st atistics. The available statistics can inclu de custom formulas if your administr[...]

Real-time report customization 60 NN44400-710 Contac t Center Performance Management 12 November 2010 Changing the refresh rate of a real-time display A slight delay occurs between the events in t he cont act center and the statistics tha t you see in the displays. The length of the de lay depends on the refresh rate settings in the Real-time S tat[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 61 Real-time repor t customization 2 Click the display name. 3 Click the Properties tab . 4 In the Column font size boxes, type the size for the column hea dings and the column data. Y ou can choose a font size from 8 to 14. If you make no selection, the system applies the default [...]

Real-time report customization 62 NN44400-710 Contac t Center Performance Management 12 November 2010 Prerequisites • Log on to Real-T ime Reporting. See L ogging on to Real-T ime Reporting (p age 23) . Procedure step s Ste p A ct i on 1 In the left pane, under t he server that contai ns the display to custom ize, nav igate to the display . 2 In [...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 63 Real-time repor t customization Changing column names Y ou can change the column names of p rivate displays. Y ou can customize the columns of private displays only . If y ou choose a public display , you mu st first copy it and save it in your Private Displays folder before you[...]

Real-time report customization 64 NN44400-710 Contac t Center Performance Management 12 November 2010 4 In the Column wid th box, ty pe the width of the column in characters. Attention: Y ou cannot make the column narrower than th e column text. T o shrin k the column to the exact width of th e co lumn heading text, type a low number of characters [...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 65 Real-time repor t customization Prerequisites • Log on to Real-T ime Reporting. See L ogging on to Real-T ime Reporting (p age 23) . Procedure step s Ste p A ct i on 1 In the left p ane, under the server that cont ains the display to customize, click Private T abular Displays [...]

Real-time report customization 66 NN44400-710 Contac t Center Performance Management 12 November 2010 Prerequisites • Customize the columns in private displays only . If you choose a public display , you must first copy it and save it in your Private T abular Displays folder before you can customize the columns. See Making a public copy of a grap[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 67 Real-time repor t customization Y ou cannot rotate network summary chart s. Prerequisites • Log on to Real-T ime Reporting. See L ogging on to Real-T ime Reporting (p age 23) . • Open a summary chart. Procedure step s Ste p A ct i on 1 While viewing the chart, press both mou[...]

Real-time report customization 68 NN44400-710 Contac t Center Performance Management 12 November 2010 Prerequisites • Log on to Real-T ime Reporting. See L ogging on to Real-T ime Reporting (p age 23) . • Open a summary chart. Procedure step s Ste p A ct i on 1 While viewing the summary chart, pr ess Shift . 2 While pressing Shif t , click and [...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 69 Cont act Center Multimedia report s This section provides procedures to gen er ate Contact Center Multimedia ( CCMM) reports. Prerequisites to CCMM report s • Install Rep ort Creation Wizard. • Install Cryst al Reports. Navigation • Creating a CCMM report template for user[...]

Contact Center Multimedia repo rts 70 NN44400-710 Contac t Center Performance Management 12 November 2010 13 From each of the left and right Fields lists, click a field to include. Attention: The selected fie ld on the right Fields list must cont ain the same data as the selected field on the left Fields list. 14 From the Join list, select a join t[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 71 Contact Center Mult ime dia reports 3 Click Browse . 4 Navigate t o the re port to import. 5 Click Open . 6 From the T ime Zone list, select the time zone of the server to wh ich you want to import the report. 7 In the comment box, type additio nal informa tion about the report.[...]

Contact Center Multimedia repo rts 72 NN44400-710 Contac t Center Performance Management 12 November 2010[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 73 Historical Reporting Y ou can select the server in Contact Center Manager Server fro m which to run and schedule performance, configura tion, and network report s (if you work in a networked environment). Report s help you monitor syst em performance by provid ing information ab[...]

Historical Reporting 74 NN44400-710 Contac t Center Performance Management 12 November 2010 Logging on to Historical Reporting T o access Historical Reporting, log on to Historical Reporting. Prerequisites • Ensure that you have access to Historical Reporting. Procedure step s Ste p A ct i on 1 Log on to Contact Cen ter Manager Administration. 2 [...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 75 Historical Report ing Procedure step s Ste p A ct i on 1 In the right pane, cli c k the NCC server that contains th e network-consolidated report to define. 2 Click the Public Report T emplates folder . 3 Click the NCC folder . 4 In the NCC folder , select th e re port to use . [...]

Historical Reporting 76 NN44400-710 Contac t Center Performance Management 12 November 2010 By default, if you do not defin e the selection criteria, the system applies p artition rules to generate the report. However , if you select a filter element, you see only that element in the report. Y ou can select a maximum of 3 00 element s from the av a[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 77 Historical Report ing Opening a public, private, or shared report Open a public, private, or shared r eport to view a historical report. Prerequisites • Ensure that you have access to public report grou ps in Access and Partition Management. • Log on to Historical Reporting.[...]

Historical Reporting 78 NN44400-710 Contac t Center Performance Management 12 November 2010 Running an Ad hoc report Y ou can specify the amount of data to include in a n Ad hoc report by choosing the dat a range and applying selection criteria. After yo u customize your report, click Run Now to generate the report immediately . In the resulting Ad[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 79 Historical Report ing Attention: If the repor t spans mor e than one p age, the first p age of the re port is numbered as 1+. Until you reach the last p age of the report, you do not know the number of pages. When the next page of the repor t appears, the numbering changes, for [...]

Historical Reporting 80 NN44400-710 Contac t Center Performance Management 12 November 2010 9 In the Comment box, type comments abou t the r eport. 10 T o save the report, in the Save As box, enter a report name, choose a save location (your Group folde r ), an d th en click Save Report . Attention: Y ou cannot save the parameter values that you en[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 81 Historical Report ing Creating a shared or private report Y ou can create custom reports if you change existing public, shared, or private report templates to suit your needs. Save the m in your Group or Private Report T emplates folders. When you save a report in you r Group fo[...]

Historical Reporting 82 NN44400-710 Contac t Center Performance Management 12 November 2010 Attention: If you choose a Public report template a s the basis for your custom report, to sa ve the new properties that you enter , you must type a new name in the Save As box and specify whether to save it in your Private or Group folder . If you use an ex[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 83 Historical Report ing The server expand s to reveal a choice betw een Public, Private, and Group folder s (if you have access to a group folder). 2 Expand the fol der containing the report template to use. 3 Navigate to the report to edit. The report properties appear in the rig[...]

Historical Reporting 84 NN44400-710 Contac t Center Performance Management 12 November 2010 • Email Notification : When you choose this option, you mu st en ter an e-mail address in the box provided. Wh en the report is generated, the system notifies you by e-mail when the report run is finished. T o enable multiple users to rece ive notification[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 85 Historical Report ing 3 In the T emplate Importing Wizard , follow t he prompts to import your repor t template to the server . --End-- Importing a p arameter report Y ou can use the T emplate Importing Wizard to import parameter rep ort templates into Contact Center Manager cre[...]

Historical Reporting 86 NN44400-710 Contac t Center Performance Management 12 November 2010 Editing a report Y ou can edit the properties of private reports or shared reports that you create and save in your Group folder . Y ou can change properties such as the d ata range, the selection criteria, the schedule, and the report tit le. Y ou must clic[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 87 Historical Report ing • Save Location : Select the folder in which to save the custom report. If you select Group, all members of your group have acce ss to the repor t. If you select Private, only you have access to the report. • Time Zone : Select the time zone in which to[...]

Historical Reporting 88 NN44400-710 Contac t Center Performance Management 12 November 2010 B y default, if you do not define the selection cr iteria, all available dat a is included in the report when you run it. When you define the select ion criteria, you choose only the data that you want to see. For information about printing scheduled report [...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 89 Historical Report ing If you choose to send the report to a file, you must specify a shared folder where the Contact Center Ma nager Administration server sends the file. This folder can be on your computer , on another compute r in the network, or on the application server . T [...]

Historical Reporting 90 NN44400-710 Contac t Center Performance Management 12 November 2010 10 From the T ime zone list, select the time zone in which to schedule your report, or accept the system de fault (the time zon e def aults to the time zone of the sele cted server). The time zone defaults to the ti me zone of the selected ser ve r . 11 Clic[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 91 Historical Report ing Procedure job aid Printing a report schedule If you are an administrat or logged on as webadmin, you can us e th e Scheduled Events window to print the schedules of all r eport s scheduled by you and all other users. Otherwise, you can use this window to pr[...]

Historical Reporting 92 NN44400-710 Contac t Center Performance Management 12 November 2010 Activating a scheduled report When you first schedule a report, or when you deactivate a scheduled repo rt, you must activate it to schedule the report again. Y ou can activate a report in one of two ways: • Click Activate in the Report Pro perties window [...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 93 Historical Report ing • Schedule and activate at least o ne report. See Scheduling a report (page 88) and Activating a scheduled report (p age 92) . Procedure step s Ste p A ct i on 1 In the left p ane, click the Scheduled Event s folder . 2 In the right pane , select the sc h[...]

Historical Reporting 94 NN44400-710 Contac t Center Performance Management 12 November 2010 9 T o save you r changes, in the Save As box, type a r eport name, choose a save location, and click Save Report . --End-- Adding the euro symbol to a custom report T o generate revenue reports contain ing currency symbols such as the euro symbol, you must u[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 95 Historical Report ing Running a report from a different time zone Y ou can select the time zone to run an on-demand report or schedule report. T he time zone that you select applies to the data range of the repor t and the report schedule. The default time zone is the time zone [...]

Historical Reporting 96 NN44400-710 Contac t Center Performance Management 12 November 2010 • Deactivate the schedule. See Deactivating a scheduled report (p age 92) . Procedure step s Ste p A ct i on 1 In the left p ane, click the server from which to de lete the report. The server appear s to reveal a choice of Pu blic, Private, and Grou p fold[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 97 Expert report s Y ou can create user-created, or expert reports in an ODBC- or SQL- compliant application. This section describes how to create reports in Cryst al Reports. The sectio n also provides general instructions to create report s in other applications. Y ou can import [...]

Expert reports 98 NN44400-710 Contac t Center Performance Management 12 November 2010 Defining a connection to the server T o access the Avaya NES Cont act Center Manager Server 6.0 database fro m Contact Center Manager Administration of the A vaya Aura™ Contact Ce nter database, you must define a connection to the server and the DSN. Prerequisit[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 99 Expert reports • Sybase Open Client is inst alled on your Contact Center system Procedure step s Ste p A ct i on 1 From the Windows S tart menu, choose A dministrative T ools, Data Source (ODBC) . 2 Click the System DSN tab . 3 Click Add . 4 Select Sybase ASE ODBC Driver . 5 C[...]

Expert reports 100 NN44400-710 Contact Center Performance Management 12 November 2010 2 Navigate t o the ThirdPartyCache ODBC Driver folder . 3 Double click In tersystems Cac h é ODBC driver application ODBCDriver_2007.1_ x86.exe . This starts the InstallShield Wiza rd for Inte rsystems ODBC driver . 4 Click Next on the InstallSh ield Wizard for[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 101 Expert reports Defining the Caché ODBC DSN (CCMS) T o access the Contact Center Ma nager Serv er database, you must define a connection to the server and define the Cach é ODBC DSN. Prerequisites Make sure the Intersystems Caché port 1972 is open in the client computer firew[...]

Expert reports 102 NN44400-710 Contact Center Performance Management 12 November 2010 2 Navigate to the CCMS installati on d irectory . If you selected the default installation options then CCMS is normally installed at: D: ava yaCont act Center . 3 Navigate to the following default folder: D:avayaCont act CenterCommon Component sCachelib. [...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 103 Expert reports Procedure step s Ste p A ct i on 1 Insert the DVD in your DVD drive. 2 Select the CCMMCacheODBCSoftware folder . 3 Double-click the ODBCDriver .exe file. --End-- Defining the DSN (CC MM) T o access the Contact Ce nter Multimedia database from a report writer app[...]

Expert reports 104 NN44400-710 Contact Center Performance Management 12 November 2010 Creating a report and connectin g to the dat abase (Cryst al) Y ou can create new reports using Crystal Report s. T o report on multiple time frames using the same dat abase view , you must create a report for each time frame. Prerequisites • Ensure you know how[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 105 Expert reports V ariable definitions Changing a dat abase alias A database a lias is a name that represent s a database view in the report de finition. If you use an alias rather than a view name, you can easily change the view used by a report. Procedure step s Ste p A ct i on[...]

Expert reports 106 NN44400-710 Contact Center Performance Management 12 November 2010 Setting the p age orient ation The default p age orientation for the report is the same as the de fault page orient ation for the printer . Y ou change the p age orientation for the report, and the printer default orientation remains the same . Avaya recommends th[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 107 Expert reports 9 Click Next . 10 Select the columns and choose how to f ilter the data. This step is optional. 11 In the Query Wizard- F ilt er Data box, click Next . 12 Select the columns used to sort t he data. This step is optio nal. 13 In the Query Wizar d-Sort Order box, c[...]

Expert reports 108 NN44400-710 Contact Center Performance Management 12 November 2010 4 In the Import window , select ODBC Database from the Files of type dropdown list. 5 In the Select Dat a Source window , click on the Ma chine Data Source tab . 6 Select the <ODBC entry> defined for the server . 7 Click OK . 8 If required, in the Logon to S[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 109 Expert reports 33 Enter a name for the new report . 34 Select the Preview the report option. 35 Click Finish . 36 Use the Design Vi ew feature of Microsoft Ac ce ss to edit the report created by the Report Wizard. --End-- V ariable definitions Saving a report template in Cryst [...]

Expert reports 110 NN44400-710 Contact Center Performance Management 12 November 2010 V ariable definitions Importing a user-cre ated Cryst al Report T o access a user-created Crystal Report temp late, you must import the report template from Contact Ce nter Manager Server into Contact Cente r Manager Administration. Prerequisites • Y ou must cre[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 111 Expert reports 10 In the Timest amp box, type Time stam p (ensure you type a capi tal T or the repo rt does not run). 11 Select the Report Dat a Range option. 12 Click Next . 13 Click Finish . --End-- V ariable definitions Linking subreport T imest amp fields T o import user-cr[...]

Expert reports 112 NN44400-710 Contact Center Performance Management 12 November 2010 5 In the Subreport Links window , select the Select data in subre port based on field checkbox. 6 T o add additional subreports, repeat step 2 to step 5. Otherwise, click OK . --End-- Adding customized fo rmulas to a report (Crystal) T o a customize a Crystal Repo[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 113 Expert reports For more information about formulas, se e the Formula Editor topic, in the Crystal Reports online Help. (This topic is available from the Help Index. Search for formula editor .) Creating a custom report When you send report s to Record format, some data is not e[...]

Expert reports 114 NN44400-710 Contact Center Performance Management 12 November 2010 1 Open Windows Explorer . 2 Browse to the path specified in the report folder , and then select the template file. 3 Choose Copy , Edit . 4 Select the folder cont ainin g the custom reports. 5 Choose Edit , File . 6 Rename the template file. 7 Use Cryst al Reports[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 115 S t atistics configuration The Report Creation Wizard includes a number of formulas that you can use when you create reports. In addition, you can define cu stom formulas. After you de fine a formula, you can use it in multiple reports. Prerequisites to st atistics configuratio[...]

Statistics c onfiguration 116 NN44400-710 Contact Center Performance Management 12 November 2010 Creating custom formulas Use the Formulas window to create custom re al-time statistics fields by combining existing statistics fields with mathematical operat ors. Y ou can then save these custom statistics fields as for mulas and use the formulas in y[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 117 Statistics conf iguration V ariable definitions Variable Definiti on Available Formulas Type a name for the custom form ula. To edit an existing formula, double-click the formula name in the Available Formulas column. The For mula Editor appears, listing the Formula components.[...]

Statistics c onfiguration 118 NN44400-710 Contact Center Performance Management 12 November 2010 Example of creating a custom formula Y ou can create a form ula for a service level. The formula can be up to 250 characters. Creating a custom formula Ste p A ct i on 1 In the A vailabl e Formulas box, type CallsAnswered. 2 From the St atisti cs Grou p[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 119 Statistics conf iguration Modifying custom formulas T o update previously created custom formulas, modify custom formulas. Procedure step s Ste p A ct i on 1 Log on to the Configuration component. 2 On the system tree in the Configuratio n component, double-click the server con[...]

Statistics c onfiguration 120 NN44400-710 Contact Center Performance Management 12 November 2010 Configuring historical st atistics dat a collection Y ou can configure the following histor ical statistics collection options: • the general system p arameter values, such as the number of skillsets • the type of call flow , agent, and IVR historic[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 121 Statistics conf iguration Configuring historical st atis tics collection on the NCC Y ou can choose the length of time to store net work call-by-call statistics at the Network Control Center (NCC). Y our configur ation determines the following items: • the amount of dat a inc[...]

Statistics c onfiguration 122 NN44400-710 Contact Center Performance Management 12 November 2010 Configuring real-time st atistics collection T o use the Real-T ime Reporting feature of Contact Center Manager Administration, you must first configure Cont act Center Manager Se rver to collect the types of st atistics to see in the Real-T ime Reporti[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 123 Statistics conf iguration The system calculates and synchronizes the days remaining inter vals based on the time that you specify . Y our changes t ake effect immediately . 6 Click Submit to save your changes. --End--[...]

Statistics c onfiguration 124 NN44400-710 Contact Center Performance Management 12 November 2010[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 125 Report Creation Wizard Report Creation Wizard is a W eb-based interface in which you can create an d edit reports. Y ou can import and schedule the r eport s in Historical Reporting. Y ou can access Report Creation Wizard from the Historical Reporting component of Contact Cente[...]

Report Creation Wizard 126 NN44400-710 Contact Center Performance Management 12 November 2010 S ta rting Report Creation W izard T o access Report Creation Wizard, start this applicatio n. Prerequisites • Ensure that you have a license for Report Crea tion Wizard. Procedure step s Ste p A ct i on 1 Log on to Contact Cen ter Manager Administration[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 127 Report Creation Wizard If you choose to create a simplified report, you can choose from a list of st andard report definitions in the Dat a Source window . The Dat a Source window lists the available report definitions based on the server type se lected . If the co nt act cente[...]

Report Creation Wizard 128 NN44400-710 Contact Center Performance Management 12 November 2010 14 Click Next . 15 In the Summaries window , from the Fields list, select a field. 16 From the Summation T ype list, select a summation type. As you select the field s in the Fields list , the Summation T ype list dynamically updates to show the types avai[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 129 Report Creation Wizard 9 From the iAgentBySkillsetSt at Formulas list, double-click @RCW_AgentName . 10 From the iAgentBySkilsetSt at view , double-click CallsAnswered . 11 In the iAgentBySkillsetSt at Formulas list, double-click @RCW_T alkTime . Each selected field and fo rmu [...]

Report Creation Wizard 130 NN44400-710 Contact Center Performance Management 12 November 2010 A CallsAnswered su mmary for th e Report Fo oter , Group Footer #1, and Gr oup Foote r #2 appears in the Summary Dat a list. Footer 1 generates a total fo r all data selected, Group Foote r 1 generates a total for each selected skillset, and Group Footer 2[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 131 Report Creation Wizard 37 Click the Group Footer #1 section. 38 Click the Add T ext Field icon on the toolbar . 39 On the Object Prope rties page, modify the following propertie s: • In the Tit le box, type Skillset . • In the Width box, type 80 . • In the Height box, typ[...]

Report Creation Wizard 132 NN44400-710 Contact Center Performance Management 12 November 2010 • Select the Bold check box. 46 Double-click the Page Header section. 47 In the Page Header section, click Tim e . 48 On the Object Prope rties page, modify the following propertie s: • From the Font Color list, select Purple . • Select the Underline[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 133 Report Creation Wizard Attention: A vaya recommends that you use a na me differen t from the standard report definitions to quickly identify that it is a custom report and to determine the type of dat a that the report generates. 59 Click Save . --End-- Creating an advanced rep[...]

Report Creation Wizard 134 NN44400-710 Contact Center Performance Management 12 November 2010 9 If you select more than one table, in the T able Linking window , from each of the left and right Ta b l e s lists, select a table. 10 From each of the left and right Fields lists, select a field to join. Attention: The selected fiel d in the right Field[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 135 Report Creation Wizard As you select the field s in the Fields list , the Summation T ype list dynamically updates to show the types availa ble for the selected fi eld. 26 From the Groups list, select th e check box for each report section in which the summary appears on the re[...]

Report Creation Wizard 136 NN44400-710 Contact Center Performance Management 12 November 2010 14 Click Link . The linked SkillsetIDs appear in the Links list. The result for the Left Outer Jo in includes all the records in which the skillsetID in both tables i s an exact match. The Left Outer Join also includes a row for every record in the iSkills[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 137 Report Creation Wizard • Report Footer • Group Footer #1 • Group Footer #2 • Group Footer #3 30 Click Add . The CallsAnsweredAf terThreshold field, Su m summation type, and the selected report sections appear in the Summary Data list. 31 From the Fiel ds list, under the[...]

Report Creation Wizard 138 NN44400-710 Contact Center Performance Management 12 November 2010 48 Select the Bold check box. 49 Double-click the Group Header #2 section. 50 In the Group Header #2 section, click @RCW_ApplicationNameID . 51 On the Object Prope rties page, in the Wi dth box, type 300 . 52 Select the Bold check box. 53 Double-click the [...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 139 Report Creation Wizard Prerequisites • S t art Report Creation Wizard. Procedure step s Ste p A ct i on 1 In the Report T ype window , select Create Advanced Report (via ODBC) . 2 Select the configured CCMS server OD BC DSN. 3 Select the required integrated view . 4 Select vi[...]

Report Creation Wizard 140 NN44400-710 Contact Center Performance Management 12 November 2010 If the report spa ns more than o ne p age, the first p age of the report is numbered as 1+ . Until you reach the last page of the report, you do not know how many pages th e report contains. Af ter the next page of th e report appears, the numbering change[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 141 Report Creation Wizard Procedure step s Ste p A ct i on 1 On the toolbar , click the Import to Historical Reporting icon. 2 In the Import window , in the Report T itle box, type the na me for the report. The name appears in Histori cal Reporting. 3 Click Browse . 4 In the Open [...]

Report Creation Wizard 142 NN44400-710 Contact Center Performance Management 12 November 2010 18 Click Import . --End-- Example of importing the si mplified Agent By Skillset Performanc e report to Historical Reporting Ste p A ct i on 1 On the toolbar , click the Import to Historical Reporting icon. 2 In the Import window , click Browse . 3 In the [...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 143 Report Creation Wizard Ste p A ct i on 1 On the toolbar , click the Import to Historical Reporting icon. 2 In the Import window , in the Report T itle box, type Skillset Threshold Report . 3 Click Browse . 4 In the Open RCW Report window , browse to the report location for the [...]

Report Creation Wizard 144 NN44400-710 Contact Center Performance Management 12 November 2010 Prerequisites • Open a saved report in Report Creation Wizard . Procedure step s Ste p A ct i on 1 On the toolbar , click the Configuration icon. 2 In the Configuration Settings window , in the Report La yout section, select Portrait or Landscape . 3 Fro[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 145 Report Creation Wizard Defining selection criteria Define selection criteria to determine the entities to include in a report. The following options are available when you define a Repor t Crea tion Wizard report in Historical Reporting: • Define the selection criteria. • S[...]

Report Creation Wizard 146 NN44400-710 Contact Center Performance Management 12 November 2010 •S t a r t s w i t h • Cont ains • Ends with The field dat a type determines the values available in the criteria list. 6 Click the ellipsis (...) . 7 From the Select Elements dialog box, select a field value. If you select In from the criteria lis t[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 147 Report Creation Wizard Resizing an object T o customize an object, you can modify the object size. Prerequisites • Open an existing Report Creation Wizard report in Report Creation Wizard. • Ensure that you are familiar with the Report Layout W indow . Procedure step s Ste [...]

Report Creation Wizard 148 NN44400-710 Contact Center Performance Management 12 November 2010 Modifying object properties Use the Object Properties t ab in the Report Layout window to modify group, field, or formula properties. Prerequisites • Open an existing Report Creation Wizard report in Report Creation Wizard and navigate to the Report Layo[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 149 Report Creation Wizard V ariable definitions Suppressing a report section Suppress sections to exclude the sections from the printed report. Variable Definition Title Type the field name. The name ap pears on the report. Height Type a numeric valu e for the field height in pixe[...]

Report Creation Wizard 150 NN44400-710 Contact Center Performance Management 12 November 2010 Prerequisites • Open an existing Report Creation Wizard report in Report Creation Wizard. • Ensure that you are familiar with the Report Layout W indow . Procedure step s Ste p A ct i on 1 In the Report Layout window , select the s ection head er to su[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 151 Report Creation Wizard Adding a formula to or remo ving a formula from a report Add formulas or remove formulas to upda te a report. Formulas appear under the relevant headings in the Formulas list. S tandard formulas app ear under the Formulas heading. Formulas relating to vie[...]

Report Creation Wizard 152 NN44400-710 Contact Center Performance Management 12 November 2010 2 T o sort the direction of a group, on the Sorting page, click the Group s heading. 3 T o sort the direction of a field or formula, click the Fields heading. 4 Select the group, field or formula fo r which you want to change sort direction. 5 Select one o[...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 153 Report Creation Wizard Editing a Report Creati on Wizard report in Historical Reporting T o modify a saved Report Creation Wiza rd report, access Histo rical Reporting. Prerequisites • Create a report in Report Creation Wizard. See Creating a simplified re port (page 126) or [...]

Report Creation Wizard 154 NN44400-710 Contact Center Performance Management 12 November 2010 3 In the Object Name box, verify or modify the value. 4 Click OK . --End-- V ariable definitions Customizing the Report Crea tion Wizard template logo Y ou must update the logo on each portrait and landscape template. Prerequisites • Ensure that Crystal [...]

NN44400-710 Contact Ce nter Performance Management 12 November 2010 155 Report Creation Wizard Attention: Th e original templates are p art of the Contact Center Manager Admi nistration insta llation. If your Contact Center Manager Ad ministration inst aller or system administrator reinstalls the Con tact Center Manager Administra tion sof tware, y[...]