Supervisor's Guide

Nortel Contact Center ManagerSupervisor’s Guide

Product release 6.0 Standard 9.07 October 2007

297-2183-928


Publication number: 297-2183-928Product release: 6.0Document release: Standard 9.07Date: October 2007

Copyright © 2007 Nortel Networks. All Rights Reserved.

Information is subject to change without notice. Nortel reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant.

The process of transmitting data and call messaging between the Meridian 1 and Contact Center Manager is proprietary to Nortel. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel reserves the right to seek all allowable remedies for such breach.

This page and the following page are considered the title page, and contain Nortel and third-party trademarks.

*Nortel, the Nortel logo, the Globemark, CallPilot, Contivity, DMS, DMS-10, DMS-100, DMS-200, DMS-250, DMS-300, DMS-500, DMS-MTX, DMS-STP, DPN, DPX, Dualmode, Helmsman, ICN, IVR, MAP, Meridian, Meridian 1, Meridian Mail, Meridian SL, Norstar, Optera, Optivity, Passport, Periphonics, SL, SL-1, Succession, Supernode, and Symposium are trademarks of Nortel.

CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc.

ACTIVE DIRECTORY, INTERNET EXPLORER, MICROSOFT, MICROSOFT ACCESS, MS-DOS, POWERPOINT, WINDOWS, WINDOWS NT, and WINDOWS XP are trademarks of Microsoft Corporation.

Supervisor’s Guide v

Contents

1 Getting started 11New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14About Contact Center Manager Administration. . . . . . . . . . . . . . . . . . . . . . . 15How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

2 Starting Contact Center Manager Administration 25Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Access rights in Contact Center Manager Administration . . . . . . . . . . . . . . . 27To start Contact Center Manager Administration. . . . . . . . . . . . . . . . . . . . . . 34

3 Contact Center Management 39What is new in Contact Center Management . . . . . . . . . . . . . . . . . . . . . . . . . 40Available data and access privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42Supervisors and agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Agent types in Contact Center Management . . . . . . . . . . . . . . . . . . . . . . . . . 44Agent properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Section A: Skillsets 47Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48Calls in queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51Other skillset options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54Global skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Section B: Working in Contact Center Management 57Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58Supervisor view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Agent view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68Skillset view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Assignments view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77Network Agent Admin view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

vi Nortel Contact Center Manager

Contents Standard 9.07

4 Real-Time Reporting 101What is new in Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102To use real-time displays to monitor your contact center. . . . . . . . . . . . . . . 106Available data and access privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109Overview of real-time displays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110To work with real-time displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117Subtotals and totals in real-time display grids . . . . . . . . . . . . . . . . . . . . . . . 134Multipage displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138Chart displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140Graphical displays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150

Section A: Real-time statistics 163Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164Types of calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165Types of real-time statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168Pegging agent state . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174

Section B: Network-consolidated real-time displays 179Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180Consolidated Agent Position Status Count display . . . . . . . . . . . . . . . . . . . 181Consolidated Skillset display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182Consolidated Application display. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183

5 Agent Desktop Display 185What is new in Agent Desktop Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186About Contact Center Manager Agent Desktop Display . . . . . . . . . . . . . . . 187Display formats. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188Real-time statistics column descriptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

6 Historical Reporting 195What is new in Historical Reporting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198Available data and access privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199To work in Historical Reporting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200Types of reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211To use reports to monitor your contact center . . . . . . . . . . . . . . . . . . . . . . . 216

Section A: Managing reports 219Overview of managing reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220Where reports are stored . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221Reports and time zones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222To create user-defined reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227

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To create Contact Center Multimedia user-created reports . . . . . . . . . . . . . 248To work with parameter reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255To copy shared reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257Changing or deleting reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258

Section B: Using reports 259Overview of using reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260To confirm a report schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262To activate reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264To deactivate reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265To preview and print ad hoc reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266To export reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268

7 Report Creation Wizard 271Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272Report Type window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277Data Source window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282Table Selection window (advanced report using ODBC) . . . . . . . . . . . . . . 285Table Linking window (advanced report using ODBC). . . . . . . . . . . . . . . . 287Field Selection window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 295Grouping window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 298Summaries window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 300Report Layout window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304Saving a report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311Previewing a report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 313Defining configuration settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 314To import and edit a Report Creation Wizard report . . . . . . . . . . . . . . . . . . 315To create a sample simplified report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 325To create a sample advanced report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 351Formulas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 372Report sections and templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376To customize the Report Creation Wizard template. . . . . . . . . . . . . . . . . . . 381

8 Emergency Help 387Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 388Starting Emergency Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 389

9 Troubleshooting 393Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 394

Section A: General troubleshooting items 395

viii Nortel Contact Center Manager


Display problems on the client PC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 396Problems while running two sessions on one client PC . . . . . . . . . . . . . . . . 397Problems with Select All . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 398Contents from about:blank Web site are blocked by IE Enhanced Security Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400Cannot launch windows in CCMA; pop-up windows are blocked . . . . . . . 401Contact Center Manager Administration logon screen displays ERROR:UNKNOWN! . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 403

Section B: Contact Center Management 405“No Supervisors Defined” error messages appear in Contact Center Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 406Cannot remove user-defined partitions from agents in Contact Center Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 407

Section C: Access and Partition Management 409Cannot view agents or skillsets in User Defined Partitions view. . . . . . . . . 410

Section D: Historical Reporting 411Cannot access a report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 412Cannot print scheduled reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 414Agent logon IDs appear instead of agent names in saved reports . . . . . . . . 416Network call-by-call reports are missing data . . . . . . . . . . . . . . . . . . . . . . . 417Problems connecting to the data source in Historical Reporting . . . . . . . . . 418The Report Viewer is blank when launching an ad hoc report. . . . . . . . . . . 419Cannot synchronize imported reports: access denied on the network drive. 420Cannot synchronize imported reports; cannot copy to CCMA server . . . . . 421Cannot import custom report templates; ASP script timeout error occurs . . 422Exporting large reports to PDF causes error message . . . . . . . . . . . . . . . . . 423

Section E: Real-Time Reporting 425Cannot launch real-time displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 426Real-time displays are blank. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427No names appear in real-time displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 431New Web pages are replacing real-time displays in the same browser . . . . 432Real-time displays crash when adding %Skillset_Abdnd_Aft_Th. . . . . . . . 433Site does not appear in NCRTD when added by IP address. . . . . . . . . . . . . 434Modified agent names are not reflected in the Standard Agent display . . . . 435Real-time displays do not work after rebooting or updating CCMA . . . . . . 436New agents appear as UNKNOWN in real-time displays . . . . . . . . . . . . . . 437

Section F: Report Creation Wizard 439Cannot obtain or release a license. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 440Launching RCW: Crystal RAS service fails to start. . . . . . . . . . . . . . . . . . . 441RCW reports fail to run in Historical Reporting. . . . . . . . . . . . . . . . . . . . . . 442

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Fonts are missing in Report Creation Wizard. . . . . . . . . . . . . . . . . . . . . . . . 444

A Report definitions 445Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 446Common Definitions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 447CS1000 (M1), CS2x00 (DMS), and SIP_CC . . . . . . . . . . . . . . . . . . . . . . . . 448Multimedia (CCMM) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 455Network Consolidated (NCC) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 457

Glossary 459

Index 499

x Nortel Contact Center Manager


Supervisor’s Guide 11

C h a p t e r 1

Getting started

In this chapterNew in this release 12

Overview 14

About Contact Center Manager Administration 15

How to use this guide 18

Skills you need 19

Related documents 21

How to get help 22

12 Contact Center Manager

Getting started Standard 9.07

New in this release

The following sections detail what is new in the Nortel Contact Center Manager Supervisor’s Guide (297-2183-928) for release 9.07.

“Features” on page 12

“Other changes” on page 13

Features

See the following sections for information about feature changes:

“Contact Center Management” on page 12

“Real-Time Reporting” on page 12

“Historical Reporting” on page 12

“Report Creation Wizard” on page 13

Contact Center ManagementThe Contact Center Management component has several enhancements. The Contact Center Management enhancements affect the following section:

“What is new in Contact Center Management” on page 40

Real-Time ReportingThe Real-Time Reporting component has several enhancements. The Real-Time Reporting enhancements affect the following section:

“What is new in Real-Time Reporting” on page 102

Agent Desktop DisplayAgent Desktop Display has several enhancements. The Agent Desktop Display enhancements affect the following section:

“What is new in Agent Desktop Display” on page 186

Historical ReportingThe Historical Reporting component has several enhancements. The Historical Reporting enhancements affect the following section:


October 2007 Getting started

“What is new in Historical Reporting” on page 196

Report Creation WizardReport Creation Wizard is a new component that you can launch from Historical Reporting. Report Creation Wizard affects the following section:

“Report Creation Wizard” on page 271

Other changes

See the following sections for information about changes that are not feature-related.

“Reset Assignments feature” on page 13

“VERITAS Backup 9.1” on page 13

“Scheduling reports” on page 13

Reset Assignments featureThe section “Reset assignments” on page 80 was updated to more accurately reflect this feature.

VERITAS Backup 9.1When the administrator installs VERITAS Backup 9.1, it uses the default TCP port setting of 10 000, which is also the default port for the Contact Center Manager Administration Toolkit Name Service. For more information, see “New agents appear as UNKNOWN in real-time displays” on page 437.

Scheduling reportsYou cannot select February 29 when you schedule reports. For more information, see “February 29” on page 242.



Overview

As a supervisor, you are responsible for a group of agents. You:

monitor agent and contact center performance

provide support (for example, if the agent has an abusive call)

report and resolve any problems (such as poor service levels)

help develop schedules to ensure adequate staffing levels

analyze reports, and participate in planning, forecasting, and trend analysis

From your computer, you can open Internet Explorer (Version 6.0 Service Pack 1 or later), log on to Contact Center Manager Administration, and use any of the components to which you have access to monitor and support your agents.

Internet Explorer Version 6.0 Service Pack 1 or later is one of the requirements for the client PC. For a complete list of the client PC minimum requirements, see the Contact Center Manager Administration Installation and Maintenance Guide.

The Nortel Contact Center Manager Supervisor’s Guide provides an overview of the Contact Center Manager Administration features that supervisors use most often while managing and monitoring the contact center. This guide does not provide detailed procedures for working in Contact Center Manager Administration. You can find task-based information in the Contact Center Manager Administration online Help for each component.

Who should read this guide

This guide is for administrators and supervisors who manage contact center resources and monitor contact center performance using Contact Center Manager Administration. This guide is also for users who can access and use the Historical Reporting, Real-Time Reporting, Contact Center Management, Agent Desktop Display, and Emergency Help components of Contact Center Manager Administration.



About Contact Center Manager Administration

With Contact Center Manager Administration, contact center supervisors and administrators can manage and configure the contact center and its users, define access to Contact Center Manager Administration applications and data, and view real-time and historical reports through a Web browser on their desktop.

Contact Center Manager Administration contains the following components:

Contact Center Management

Real-Time Reporting

Historical Reporting

Access and Partition Management

Configuration

Scripting

Emergency Help

Agent Desktop Display

Audit Trail

Outbound

Of these components, contact center supervisors typically use Contact Center Management, Real-Time Reporting, Historical Reporting, Emergency Help, and Agent Desktop Display. This guide discusses these components. For information about the remaining features, see the Contact Center Manager Administration online Help.

Contact Center ManagementYou can use Contact Center Management to create and manage contact center supervisors and their agents. When you need to cover breaks, vacations, and other times when a supervisor is unavailable, you can also use Contact Center Management to create agent-to-supervisor assignments. You can schedule these assignments to occur on a regular basis, or you can create and activate them to take effect immediately.



Real-Time ReportingSupervisors and contact center managers can use the real-time displays in the Real-Time Reporting component to monitor the current performance of the contact center. The displays provide up-to-the-minute information, such as:

number of calls waiting

average and maximum wait times

number of calls abandoned

number of agents logged on to a skillset

number of agents busy on calls

number of agents idle

If a problem occurs (for example, if wait times or number of calls waiting increase suddenly), you can detect it immediately by viewing real-time displays, and then take appropriate action to resolve the problem (such as assigning additional agents to the backlogged skillsets).

Example: At 9:00 a.m., Pat Wilson, the supervisor for the Bookings skillset, notices in the real-time displays that the number of calls waiting for agents in the Bookings skillset jumped from the typical 3 to 15. The average wait time increased from 30 seconds to 2 minutes. He immediately assigns other agents to the skillset in Contact Center Management, and logs himself on as an agent assigned to the Bookings skillset. The situation begins to improve by 10:00 a.m., and by 11:00 a.m. call levels are back to normal. Pat restores all agents to their usual skillsets and logs off the Bookings skillset.

Historical ReportingContact center managers and supervisors can use the reports in the Historical Reporting component to detect trends and seasonal behavior, and to forecast future activity. For example, you can report on the number of calls to a skillset:

during different times of the day

during different months of the same year

for the same month in different years



By comparing statistics for different times of the day, you can identify peak periods. By comparing statistics for different months, you can identify seasonal behavior. By comparing the same month across different years, you can identify trends.

Example: Pat Wilson uses the Skillset Performance report to investigate the sudden rise in activity. He generates interval reports for the period from 9:00 a.m. to 11:00 a.m. for several days in a row. He can clearly see the growth and notes that the behavior was unusual for that time of day. However, he cannot explain it until he learns that BestAir was profiled on a radio morning show on the day the growth occurred.

Emergency HelpYou can open the Emergency Help panel on your desktop to monitor whether any agents pressed the Emergency key on their phonesets, indicating that they require your assistance.

Agent Desktop DisplayAgent Desktop Display is an application that provides skillset monitoring to Contact Center Manager Administration agents. Agents or supervisors can log on to Agent Desktop Display using their phoneset logon ID and view statistics for each skillset to which they belong.

Before you or any of your agents can use Agent Desktop Display, your administrator must install and configure the software on the Contact Center Manager Administration server and on each client PC used to access the displays. You must also have the Real-Time Reporting component configured on the Contact Center Manager Administration server for Agent Desktop Display to function properly.



How to use this guide

Contact center supervisors typically use the following applications:


Real-Time Reporting


Report Creation Wizard

Emergency Help


For information about the remaining features, see the Contact Center Manager Administration online Help.

For more information about See

Contact Center Management Chapter 3, “Contact Center Management.”

Real-Time Reporting Chapter 4, “Real-Time Reporting.”

Agent Desktop Display Chapter 5, “Agent Desktop Display.”

Historical Reporting Chapter 6, “Historical Reporting.”

Report Creation Wizard Chapter 7, “Report Creation Wizard.”

Emergency Help Chapter 8, “Emergency Help.”

Troubleshooting Chapter 9, “Troubleshooting.”



Skills you need

This section outlines the skills or knowledge that you need to work with Contact Center Manager Administration.

Nortel product knowledge

You require knowledge of, or experience with, the following Nortel products:

Symposium Call Center Server Release 5.0 or later

Contact Center Manager Server Release 6.0 or later

PC experience or knowledge

Knowledge of, or experience with, the following products is helpful when using Contact Center Manager:

Microsoft Windows (Server 2003, 2000, or XP)

Microsoft Internet Explorer Version 6.0 Service Pack 1 or later

ATTENTION As service packs for Internet Explorer become available, Nortel tests them for compatibility against the Contact Center Manager Administration software as soon as possible. Nortel recommends that customers upgrade to new service packs according to vendor (Microsoft) recommendations, as critical service packs might include security enhancements.



Crystal Reports for creating custom historical report templates to import into the Historical Reporting component

Other experience or knowledge

The following types of experience or knowledge can be useful:

knowledge of your contact center organizational structure

understanding of the operational requirements of your contact center

knowledge of your customer needs

ATTENTION Supervisors who log on to their client PC as either a regular Windows user or a domain user, and whose client PCs run Windows Server 2003, Windows XP, or Windows 2000 Professional, must have an ID that is part of the Power Users group on the client PC to successfully download and install many of the third-party controls required by Contact Center Manager Administration. (If a release earlier than SU04 is installed on the Contact Center Manager Administration server, a user with administrator privileges must first install the Microsoft SOAP toolkit 3.0 software on the client PCs.) If your client PC runs any of these operating systems and you cannot download a required third-party control, contact your administrator and request an ID that belongs to the Power Users group on the client PC.



Related documents

The following guides are available on the Contact Center portfolio DVD or on the Nortel Web site (www.nortel.com).

For information about Refer to NTP number

The Contact Center portfolio

Contact Center What’s New in Release 6.0

297-2183-903

Installation, upgrades, migration, and maintenance

Contact Center Manager Server Installation and Maintenance Guide

297-2183-925

Contact Center Manager Administration Installation and Maintenance Guide

297-2183-926

Administering contact centers

Contact Center Manager Administrator’s Guide

297-2183-927

Contact Center Manager Historical Reporting and Data Dictionary

297-2183-914



How to get help

This section explains how to get help for Nortel products and services. However, before contacting Nortel for support, consult the Troubleshooting section of this guide.

Finding the latest updates on the Nortel Web site

The content of this documentation was current at the time the product was released. To check for updates to the latest documentation and software for Contact Center 6.0, click one of the following links:

Getting help from the Nortel Web site

The best way to get technical support for Nortel products is the Nortel Technical Support Web site:

www.nortel.com/support

This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. From this site, you can:

download software and related tools

download technical documents, release notes, and product bulletins

sign up for automatic notification of new software and documentation

search the Technical Support Web site and Nortel Knowledge Base for answers to technical issues

open and manage technical support cases

Link to Takes you directly to

Latest software The Nortel page for Contact Center located at http://www.nortel.com/espl.

Latest documentation The Nortel page for Contact Center documentation located at http://www.nortel.com/helmsman.

http://www.nortel.com/espl

http://www.nortel.com/helmsman

http://www.nortel.com/support



Getting help over the phone from a Nortel Solutions Center

If you do not find the information you require on the Nortel Technical Support Web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center.

In North America, call 1-800-4NORTEL (1-800-466-7835).

Outside North America, go to the following Web site to obtain the phone number for your region:

www.nortel.com/callus

Getting help from a specialist by using an Express Routing Code

You can use an Express Routing Code (ERC) to more quickly route your call to the appropriate support specialist. To locate the ERC for your product or service, go to:

www.nortel.com/erc

Getting help through a Nortel distributor or reseller

If you purchased a service contract for your Nortel product from a distributor or authorized reseller, you can contact the technical support staff for that distributor or reseller.

http://www.nortel.com/callus

http://www.nortel.com/erc




C h a p t e r 2

Starting Contact Center Manager Administration

In this chapterOverview 26

Access rights in Contact Center Manager Administration 27

To start Contact Center Manager Administration 34


Starting Contact Center Manager Administration Standard 9.07

Overview

This chapter describes access rights, access classes, access elements, and partitions in Contact Center Manager Administration. It also describes how to start Contact Center Manager Administration.


October 2007 Starting Contact Center Manager Administration

Access rights in Contact Center Manager Administration

Contact Center Manager Administration contains features with which contact center administrators can control your access to Contact Center Manager Administration and all contact center data.

Access types

The administrator uses the Access and Partition Management component to control your access in four ways:

basic access rights

access classes

partitions

supervisor/reporting agent combinations

For a description of each category, see the following sections.

Basic access rights

When the administrator configures your user profile, the administrator must first grant you basic access rights to the Contact Center Manager Administration components that you need to use (for example, Real-Time Reporting, Historical Reporting, Contact Center Management, and Emergency Help).

Access classes

After the administrator grants you basic access rights, the administrator must assign an access class to you that contains the appropriate access levels within each of the access class elements related to the components that you use.



Contact Center Management access elementsIf you have basic access to Contact Center Management, a user with administrator privileges must also assign an access class to you that includes at least one of the following access elements:

Contact Center Management (CCM)

Skillset Assignment

Supervisor Assignment

Historical Reporting (HR)

Real-Time Reporting (RTR)

Your access class determines the actions that you can perform in Contact Center Management, and the skillsets that you can see (if you have the Use Agent & Skillset Partitions in CCM access level).

CCM access class elementWithin the CCM access class element, your administrator can choose one of eight access levels to assign to you. For a description of each level, see the online Help included with Contact Center Manager Administration:

None

View Agent Properties

Edit Agent Properties

Edit Agent Properties Including Partitions

Add/Edit/Delete Agents

View Agent and Supervisor Properties

Edit Agent and Supervisor Properties

Add/Edit/Delete Agents and Supervisors (this access level is usually reserved for users with administrator rights)

If you have the Edit Agent Properties Including Partitions access level, then you can assign agents to partitions from Contact Center Management, instead of having your administrator do so from Access and Partition Management. You can assign agents only to those partitions to which you have access.



Skillset Assignment and Supervisor Assignment access class elementsWithin the Skillset Assignment and Supervisor Assignment access class elements, your administrator can choose one of the following access levels to assign to you, with each progressive level including the rights of the preceding level:

None

View Assignments

Ad Hoc Assignments

Run Now Assignments

Add/Edit/Delete Assignments

Schedule Assignments

Each access level determines the windows that you can open and the actions that you can perform in these windows. The access level Ad Hoc Assignments is specifically for users who create ad hoc agent-to-skillset and supervisor assignments only. These users can only view, create, and change ad hoc assignments; they cannot schedule assignments.

For agent-to-skillset assignments, your administrator can restrict the type of assignments you can create by selecting the appropriate level from the Skillset Assignment access element. If your administrator assigns you this access level, you can only assign skillsets in the partition assigned to you. If your administrator does not assign this access level to you, or if you have no partition, then you can work with all skillsets configured on the server.

Users with the Add/Edit/Delete Agents and Supervisors access level and the Schedule Assignments access level for both types of assignments can perform all actions in Contact Center Management.

Network Agent Admin viewWithin the CCM - Network Admin view access class element, your administrator can choose one of two access levels to assign to you. For a description of each level, see the online Help included with Contact Center Manager Administration.

None

Access based on CCM privilege level



Historical Reporting access

If you have basic access to Historical Reporting, a user with administrator privileges must also assign an access class to you that includes Historical Reporting access.

Historical Reporting access elementWithin the Historical Reporting access class element, your administrator can assign one of three access levels to you. For a description of each level, see the online Help included with Contact Center Manager Administration:

None—The user has no permissions.

Run and Import—The user can view existing reports in Historical Reporting and run them on an ad hoc basis. The user can also import custom reports into Contact Center Manager Administration using the Report Import wizard.

Report Creation—The user can view and edit existing reports in Historical Reporting and run them on an ad hoc basis or schedule them. The user can also create and schedule new custom reports in the Historical Reporting component, and can import custom reports into Contact Center Manager Administration using the Report Import wizard.

Real-Time Reporting access

If you have basic access to Real-Time Reporting, a user with administrator privileges must also assign an access class to you that includes at least one of the following access elements:

Real-Time Tabular Displays access

Real-Time Graphical Displays access

ATTENTION If your access class does not include either Run and Import or Report Creation access, then you cannot work in Historical Reporting.



Real-Time Tabular Displays access elementWithin the Real-Time Tabular Displays access class element, your administrator can assign one of four access levels to you for each server. For a description of each level, see the online Help included with Contact Center Manager Administration:

None—The user cannot access any real-time tabular displays (standard, private, or public), and cannot create new displays on the selected server.

Launch—The user can view and launch existing standard and public real-time tabular displays, but cannot create private or public displays.

Create Private—The user can view and launch existing standard, private, and public real-time tabular displays, and can create new private tabular displays on the selected server.

Create Public—The user can view and launch existing standard, private, and public real-time tabular displays, and can create new private and public tabular displays on the selected server.

Real-Time Graphical Displays access elementWithin the Real-Time Graphical Displays access class element, your administrator can assign one of four access levels to you for each server. For a description of each level, see the online Help included with Contact Center Manager Administration:

None—The user cannot access any real-time graphical displays, either private or public, and cannot create new graphical displays on the selected server.

Launch—The user can view and launch existing public real-time graphical displays, but cannot create private or public graphical displays.

Create Private—The user can view and launch existing private and public real-time graphical displays, and can create new private graphical displays on the selected server.

Create Public—The user can view and launch existing private and public real-time graphical displays, and can create new private and Public Graphical Displays on the selected server.



A user with administrator privileges must assign an access class to you that includes Launch access, Create Private access, or Create Public access for either the tabular or graphical displays (or both).

Apart from the preceding access class elements, all other access class elements listed in Access and Partition Management are for the Configuration and Scripting components. You do not require an access class to use Emergency Help.

Partitions

Partitions determine the data that you can see in Real-Time Reporting, Historical Reporting, and Contact Center Management. Partitions can include the Full Data Across All Servers option, standard and user-defined partitions, and reporting agents. After an administrator assigns a partition configuration to you, it defines what information you can see. For example, your administrator might assign the All Agents and Supervisors standard partition for the Contact Center Management component. This means you can see all agents and supervisors for the configured Contact Center Manager Server whenever you use this component.

Standard partitions are dynamic and need not be updated when a new element (for example, an agent) is added to the system. User-defined partitions are more specific and allow an administrator to include a group of particular data in your configuration.

Reporting agents are also dynamic. If you have assigned reporting agents, you see all agents reporting to a given supervisor.

Supervisor/reporting agents feature

In most cases, the supervisor/reporting agents feature works only in conjunction with partitions. That is, for you to see the agents in the supervisor/reporting agent combination assigned to you, your administrator must also assign a partition to you (even if the partition contains no agents). The exception to this

ATTENTION If your access class does not include at least one of these access levels, then you cannot work in Real-Time Reporting.



rule is in Real-Time Reporting, specifically for the private agent real-time displays and agent map displays. If your administrator assigns you a supervisor/reporting agent combination only, you can apply this supervisor/reporting agent combination to either a private agent real-time display or an agent map display to view only those reporting agents in the display.

When the administrator assigns a supervisor/agent combination to a user, the administrator can associate the user profile with the supervisor profile (which, in turn, links to all reporting agents for that user). This association is dynamic, meaning that each time the administrator or the user assigns a new agent to the user, the agent is automatically associated with the user profile. The user can then see the new agent in Historical Reporting, Real-Time Reporting, and Contact Center Management. The agents included in a supervisor/reporting agent combination appear in different ways in each of these components.

To restrict a user to view only those agents reporting to that user, the administrator can assign to the user only a supervisor/reporting agent combination containing all of the user’s agents.

After the administrator assigns a supervisor/reporting agent combination to the user, in Real-Time Reporting, the user can assign these combinations to private real-time displays and agent map graphical displays to view the corresponding reporting agents. However, the user cannot assign any of these combinations to public real-time displays, nor can the user include these combinations in the custom filters that can be assigned to displays.



To start Contact Center Manager Administration

When the administrator configures a user profile, they assign a Contact Center Manager Administration user name and password to the user. The user name and password are required to log on to the Contact Center Manager Administration server and use Contact Center Manager Administration.

Supervisors who log on to their client PC as either a regular Windows user or a domain user, and whose client PCs run Windows Server 2003, Windows XP, or Windows 2000 Professional, must have an ID that is part of the Power Users group on the client PC to successfully download and install many of the third-party controls required by Contact Center Manager Administration. (If a release earlier than SU04 is installed on the Contact Center Manager Administration server, a user with administrator privileges must first install the Microsoft SOAP toolkit 3.0 software on the client PCs.) If your client PC runs any of these operating systems and you cannot download a required third-party control, contact the administrator and request an ID that belongs to the Power Users group on the client PC.



Starting Contact Center Manager Administration

1 Launch Internet Explorer.

2 Type the URL address of the Contact Center Manager Administration server.

The default URL address is http://<Contact Center Manager Administration Server>. If you do not know this address, contact your administrator.

ATTENTION If users enable pop-up blockers on their client PC, they cannot launch some windows in Contact Center Manager Administration. To retain all functionality available in Contact Center Manager Administration, disable pop-up blockers.For more information about enabling pop-ups, see “Cannot launch windows in CCMA; pop-up windows are blocked” on page 401.

ATTENTION Do not type the IP address in the Address box. Doing so results in problems with Scripting, Historical Reporting, Configuration, Contact Center Management, and Access and Partition Management.



You can save the Contact Center Manager Administration server address by adding it to your list of Internet Explorer Favorites.

Result: The Contact Center Manager Administration server displays the Contact Center Manager Login window.

To view a dialog box containing details of the Contact Center Manager Administration build number and Service Update version, Click About Contact Center Manager Administration.

3 Type your Contact Center Manager Administration User ID and Password.

If you choose to change your Contact Center Manager Administration password, it must contain English characters only.

4 Click Login.

Result: The system checks for the required software. If your administrator installed a release earlier than SU04 and did not install the client version of the Microsoft SOAP toolkit 3.0 on the PC, a warning message appears, notifying you that you must install this software. For details about how to install the Microsoft SOAP toolkit 3.0, see the Contact Center Manager Administration Installation and Maintenance Guide.



If your administrator installed SU04 or later and configured the Contact Center Manager Administration server name as a Trusted Site or if your administrator installed a release earlier than SU04 and configured the Contact Center Manager Administration server name as a Trusted Site and installed the client version of the Microsoft SOAP toolkit 3.0 on the PC, the Contact Center Manager Administration warning message window appears..

If the Contact Center Manager Administration server administrator did not configure the Login Warning message, it does not appear. Instead, the Contact Center Manager Administration launchpad window appears; proceed to step 6.



5 In the Login Warning Message window, click OK.

Result: The Contact Center Manager Administration launchpad window appears.

Clicking Cancel returns you to the Login window.

6 To access any of the components shown, click the component name.

You can access online Help from any window in Contact Center Manager Administration by clicking Help > On This Window or Help > Contents.


C h a p t e r 3


In this chapterWhat is new in Contact Center Management 40

Available data and access privileges 42

Supervisors and agents 43

Agent types in Contact Center Management 44

Agent properties 45

Section A: Skillsets 47

Section B: Working in Contact Center Management 57


Contact Center Management Standard 9.07

What is new in Contact Center Management

The following Contact Center Management features are new:

access levels for agent-to-skillset and agent-to-supervisor assignments—When a user with administrator privileges configures your user profile in the Access and Partition Management component, that user can now determine your level of access to agent-to-skillset and agent-to-supervisor assignments in Contact Center Management. The access levels can range from none or read-only, to the ability to add, edit, and delete assignments.

ability to view the schedule of agent-to-skillset and agent-to-supervisor assignments—Based on the access class that your administrator gives you for assignments, and the servers on which your administrator configures your access class, you can use the Scheduled Events window in Contact Center Management to view the schedules of agent-to-skillset and agent-to-supervisor assignments that all users across all servers in the network create and save. You can use this window to view details about the scheduled assignment, such as the name, type, the server on which it runs, and details about the schedule time.

You must have View Assignments access for both agent-to-skillset assignments and agent-to-supervisor assignments to see both types of assignments in this window. If you have access to only one assignment type, then you can see only the schedules for that type of assignment. Likewise, you can see only assignments scheduled on the servers on which your administrator configures your access class.

With Schedule Assignments access, you can also use this window to delete the schedules of the assignments listed, leaving the assignments intact on the server. If you have View Assignments access or less, however, you cannot delete schedules, you can only view the assignments.

select skillset priority in agent-to-skillset assignments—When creating or updating an agent-to-skillset assignment, you can now select the skillset priority or the value Standby from a list.

display current status of agent—In Contact Center Management, the current logon status of the agent now appears in many of the views available in this component. This information is useful when making


October 2007 Contact Center Management

skillset assignment changes. When a skillset requires more agents, it is important to add logged on agents. In some views, the TN name appears if the agent logged on. The TN name is useful when an agent logs on with the wrong logon ID and blocks another agent from logging on with their ID. The supervisor can look up the TN name and find the location of the agent who logged on incorrectly.

change all agents in an agent-to-supervisor assignment to one supervisor simultaneously—In assignment view and supervisor view in Contact Center Management, you can now assign a group of agents to one supervisor simultaneously.

add and delete multiple agents—Provided that your access class includes at least Add/Edit/Delete Agents access within the CCM access heading, you can delete multiple agents simultaneously by using the Delete feature on the Agents List window. To delete agent/supervisors or supervisors, you must have Add/Edit/Delete Agents and Supervisors access. To add multiple users, you can use the Create Many feature of Contact Center Management to add large numbers of agents, supervisors, or supervisor/agents sequentially. You must have an access class that includes Add/Edit/Delete Agents and Supervisors access to use the Create Many feature. The procedure involves two tasks:

Create a file containing the information for each new user you want to create.

In Contact Center Management, select the user you want to use as a template, and then navigate to the file containing all the new users' unique information, and import the file.



Available data and access privileges

The administrator uses the Access and Partition Management component to create and administer Contact Center Manager Administration users. These users can log on and use Contact Center Manager Administration components such as Contact Center Management, Real-Time Reporting, or Historical Reporting. When the administrator creates a user in Access and Partition Management, the administrator can specify the following:

Access classes—These define what access rights or privileges a user has—what you are allowed to do. For example, a user might have view access of agent properties only.

Partitions—These define what data a user can see within Contact Center Management, Real-Time Reporting, and Historical Reporting. For example, a user might see only a selection of agents configured on a Contact Center Manager Server, such as all the agents reporting to a particular supervisor.

If you cannot access particular operations or views, or if you cannot view data elements (for example Agents, CDNs [Route Points], or Report Groups), contact your administrator to request extra permissions on your user account.

If you have administrator privileges within the Access and Partition Management component and require more information about users, access classes, partitions, or report groups, see the Nortel Contact Center Manager Administrator’s Guide for complete information.



Supervisors and agents

As a supervisor, you are responsible for managing a group of agents. In Contact Center Management, either a supervisor or a contact center administrator creates the agents in Contact Center Manager Administration and assigns them to you.

After you or an administrator creates agents, the administrator performs one or both of the following tasks:

adds your agents to a partition in Access and Partition Management and assigns the partition to you

associates your agents with your Contact Center Manager Administration user profile by selecting the check box beside your name in the Supervisors tab

Supervisor role

For each of your agents:

you receive notification when the agent presses the Emergency key

you have agent keys configured on your phoneset

you can change agent properties, such as the agent’s language, call presentation, and skillset priorities

you can create, edit, and schedule agent-to-supervisor assignments and agent-to-skillset assignments in Contact Center Management (provided that the administrator grants you Schedule Assignments access to both types of assignments in Access and Partition Management)

You can view all your agents in your real-time displays, or you can apply filters to the displays to show only a subset of the agents assigned to you. Likewise, you can also create user-defined reports in Historical Reporting and apply selection criteria to them to show only a subset of the agents assigned to you.



Agent types in Contact Center Management

Two types of agents are available in Contact Center Management:

Agents—A user with agent capability has skillset assignments and answers calls in the contact center. All agents must have a supervisor. The only component of Contact Center Manager Administration that agents can use is the stand-alone component, Agent Desktop Display. Agents are not assigned a Contact Center Manager Administration user ID and, therefore, cannot log on to the Contact Center Manager Administration server and use Contact Center Manager Administration.

Supervisor/agents—A user with supervisor/agent capability has assigned skillsets, answers calls in the contact center, and can perform some of the duties of a regular supervisor, such as monitoring real-time displays in Contact Center Manager Administration and answering agent queries. An administrator must assign all supervisor/agents to a supervisor. In turn, an administrator can assign agents to a supervisor/agent.

If a supervisor/agent user requires access to Contact Center Manager Administration (for example, to view real-time displays), assign the user a Contact Center Manager Administration user ID and password in Contact Center Management. The Contact Center Manager Administration user profile is automatically copied to the Access and Partition Management component of Contact Center Manager Administration.



Agent properties

In Contact Center Management, when you create an agent or change an existing agent, you can specify the following properties:

general properties—including name, language, department, title, and comments

user type—either agent or supervisor/agent

phoneset properties—the phoneset logon ID assigned to an agent

call presentation properties—the call presentation class assigned to an agent

threshold properties—the threshold class assigned to an agent

contact types (for multimedia servers only)—the contact types assigned to an agent. Agents assigned multimedia capabilities must log onto a phoneset through the Communication Control Toolkit. These agents cannot manually log onto a phoneset.

skillset properties—agent-skillset assignments, and the priority for those skillsets

supervisor properties—the supervisor assigned to the agent

partitions—the partitions to which the agent belongs (only administrators can assign agents to partitions from the Contact Center Management windows)

In addition, when you create a supervisor/agent, you can specify the following properties:

the telephony/port address—This is the number of the phoneset at which the supervisor logs on. This is the phoneset on which the switch maps the agent keys for agents reporting to this supervisor. This property is not applicable on a SIP-enabled server.

the Contact Center Manager Administration user ID

the Contact Center Manager Administration password





Section A: Skillsets

In this sectionOverview 48

Calls in queue 51

Other skillset options 54

Global skillset properties 56



Overview

As a supervisor, you must ensure that the available agents provide adequate service for the skillsets. To do so, you must ensure that each skillset has enough qualified agents to handle the call load for that skillset.

Only an administrator can add, modify, or delete skillsets.

What is a skillset?

A skillset is a group of abilities necessary to answer a specific type of call. Skillsets are the basic building blocks of skill-based routing. Use skillsets to match a caller with the agent who can best meet the caller’s needs.

Examples of skillsets

The company Best Air has several different skillsets:

Bookings—Agents who can accept and change bookings, and provide schedule and rate information.

Shipping—Agents who can arrange for shipment of goods. Additional skillsets include agents who specialize in shipment of perishable food products and hazardous goods, as well as international shipments.

Cargo Tracing—Agents who specialize in the tracing of shipments and personal luggage.

Best Air Travel Club—Agents who can provide information about Best Air Travel Club benefits and air miles.

Vacations—Agents who can book vacation packages. Additional skillsets specialize in American, European, Asian, and Pacific vacations.

James Jones is a booking agent with Best Air. He is a member of the Bookings skillset. Through training courses, James became familiar with the company’s vacation package offerings. After completing the courses, he was also assigned to the Vacations skillset. Through subsequent courses, travel, and reading, James developed additional expertise in European travel issues. He is now also a member of the European skillset.



Skill-based routing

Skill-based routing uses skillsets to match callers with the agents who can best meet their needs.

ExampleSandra Smith wants to book a vacation to Britain. She calls several airlines to obtain information for the trip, including:

schedules and fares information

a British Rail pass

a list of bed-and-breakfasts in the cities she plans to visit

information about tour packages

When she calls Best Air, Sandra’s call is routed to the European skillset and presented to James Jones. James can give her information about the British Rail pass, along with a list of bed-and-breakfasts, and a description of the available tour packages.

When skillsets go out of service

Skillsets go out of service under the following conditions:

automatically, when all agents log off

manually, when a supervisor or an administrator changes the Out Of Service Mode in the Skillsets window of the Configuration component

Two Out Of Service Modes are available:

Transition mode—Transition mode means that agents can answer queued calls but the skillset accepts no new incoming calls. New calls receive night service treatments defined in the call script or the default skillset. You must initiate Transition mode manually by selecting Transition from the Out of Service Mode list in the Skillset window of the Configuration component. After all existing queued calls for a skillset in Transition mode are answered or abandoned, the skillset automatically enters into Night mode. A skillset manually placed in Transition mode that goes into Night mode remains in this state until it is cancelled by selecting N/A from the Out of Service Mode list.



Night mode—Night mode means that the agents in a particular skillset no longer answer queued calls and the skillset accepts no new calls. New calls or queued calls receive treatments defined in the call script or the default skillset. You can initiate Night mode manually in the Skillset window of the Configuration component, or automatically if all agents belonging to that skillset log off. When you manually place a skillset in Night mode, the skillset remains in this state until you cancel the state by selecting N/A from the Out of Service Mode list in the Skillset window of the Configuration component. Canceling Night mode returns the skillset to In-service mode.



Calls in queue

Contact Center Manager Server must make the following decisions when presenting calls:

If multiple agents are available, to which agent does it present the call?

If multiple calls are waiting, which call does it present first?

To choose an agent

If two agents are available to answer an incoming call, the server in Contact Center Manager Server presents the call to the agent with the highest priority level for the skillset to which the call is queued. A supervisor bases the priority level of a skillset on the agent’s skill level for that particular skillset. You typically assign a higher priority level to a skillset assigned to an agent with a higher skill level, and assign a lower priority level to a skillset assigned to an agent with a lower skill level. Priority levels range from 1 to 48, with 1 being the highest priority for the skillset.

If more than one agent has the same priority, the server presents the call to the agent with the greatest idle time. Your administrator can configure the Agent Order Preference setting in the Global Settings area of the Configuration component of Contact Center Manager Server to base idle time on one of the following:

longest total time in Idle state since logon

longest time in Idle state since last status change

longest total time since last CDN/ACD call

To choose a call

If two calls are waiting in a skillset queue when an agent for that skillset becomes available, Contact Center Manager Server uses the following criteria (in the order shown) to determine which call to present first:

call priority—This is a numeric value assigned in a script that defines the relative importance of a call. All priority 1 calls are always answered before any calls of priority 2 or greater.



call source preference (networking environment only)—The server determines the presentation order of calls within the same priority by first checking the call source preference, and then checking the call age preference. The administrator determines which calls—local or network—receive preference, or the administrator can choose not to prioritize calls based on source. If the administrator sets the call source preference to none, the server does not consider the call source when presenting calls and, instead, passes directly to the call age preference.

call age preference—The administrator specifies incoming call position in the pending request queue based on the age of the call. For each skillset, the administrator can specify Oldest or First in Queue as the call age preference. The two age preferences differ as follows:

Oldest—Each call enters the queue according to the time elapsed since entering the Master script for Contact Center Manager Administration. When the call enters the pending request queue, the time associated with the age of the call starts when the call enters the Master script. The older the call is, the further toward the front of the queue the call is inserted. The system orders queue requests in a front-to-back sequence.

First in Queue—Represents the age of the call since it was queued to the skillset. For First in Queue order, the call enters at the back of the queue, regardless of its age relation to other calls. For example, if a call was queued 10 seconds ago, its First in Queue age is 10 seconds. Any call entering the queue after this call enters at the back of the queue and is considered the youngest call in the queue. The time associated with the age of the call starts when it enters the pending request queue.

ExampleThe following example outlines how Contact Center Manager Server uses a combination of call priority, call source preference, and call age preference to present calls in the queue to agents.

In this example, the call source preference is network. Three calls are waiting in the queue:

a priority 2 local call waiting in the queue for 1 minute

a priority 3 local call waiting in the queue for 3 minutes

a priority 3 network call waiting in the queue for 2 minutes



Because call priority is the first consideration when routing calls, Contact Center Manager Server presents the priority 2 call first, even though it was in the queue for the least amount of time.

Then, because call source preference is the second consideration when routing calls, the server presents the network priority 3 call next, even though it was in the queue for less time than the local priority 3 call. Finally, the server presents the local priority 3 call.

If the administrator does not set the call source preference, the only two criteria for routing calls are call priority and call age preference. Therefore, in this example, the priority 2 call is still presented first, followed by the priority 3 local call that was in the queue for 3 minutes, and lastly the priority 3 network call that waited for 2 minutes.

To queue to a default skillset

Your administrator can define a default skillset. Any calls not queued by the end of script execution automatically queue to this skillset.

In the Communication Server 1000/Meridian 1 (CS1000) switch environment and in the Communication Server 2x00/DMS environment, your administrator can create a separate default skillset for each media type.

For example, Best Air defined Bookings as the default voice skillset. Voice contacts not queued by the end of the script execution are presented to agents assigned to the Bookings skillset.



Other skillset options

Your administrator can create activity codes and threshold classes to help track your agents’ skillset activity more effectively in reports and real-time displays.

Activity codes

Agents can assign activity (line of business) codes to the calls they answer. The system uses activity codes to track the amount of time spent on the various types of incoming calls. To generate reports with meaningful activity code names, your administrator must define these activity codes at the server.

On the CS 2x00/DMS switch, agents can enter a maximum of three activity codes.

To use this feature on the CS 2x00/DMS switch, your administrator must also:

enable the Line of Business feature on the switch

configure line of business codes in the ACDGRP table on the switch

Default activity codeOn the CS 1000/Meridian 1 switches, your administrator can define two default activity codes:

system default activity code—If an agent does not enter an activity code during the entire call, the system uses the system default activity code.

skillset default activity code—If an agent presses the activity code key twice during a call without entering an activity code, the system uses the skillset default activity code.

Threshold classes

A threshold class is a set of options that determines how statistics are treated in reports and real-time displays. You must assign an agent threshold class to each agent; you must assign a skillset threshold class to each skillset.

Because you can define multiple threshold classes of each type, you can treat statistics differently for different agents and skillsets.



Threshold classes contain two types of thresholds:

Display thresholds—A display threshold is used in real-time displays to determine the lower and upper end of the normal range for a statistic. In your real-time display, you can assign different colors for statistics below the normal range, in the normal range, or above the normal range.

Pegging thresholds—Pegging thresholds are used to define a cut-off value for a statistic such as Short Call, Delay Before Answer, or Abandon.

For example, you can set the Short Call length to 10 seconds in a skillset threshold class. If a call to a skillset with that threshold class lasts less than 10 seconds while connected to an agent, the call is pegged as a Short Call.



Global skillset properties

Your administrator defines global properties for your system in the Global Settings window of the Configuration component. The global skillset properties that the administrator defines apply to all skillsets defined on your Contact Center Manager Server. These properties include:

the system default skillset

the Recorded Announcement (RAN) route

the agent idle time preference

the delimiter used between fields in caller-entered data (for the CS 2x00/DMS switch only)

(Networking option only) If the default skillset is a network skillset, calls not queued by the end of script execution are queued to this skillset on the local server.



Section B: Working in Contact Center Management


Supervisor view 60

Agent view 68

Skillset view 74

Assignments view 77

Network Agent Admin view 96



Overview

Contact Center Management can be separated into the following five main data views, each accessible from the View/Edit menu:

Supervisors (this is the default view that appears when you launch Contact Center Management)

Agents

Skillsets

Assignments

Network Agent Admin

To switch from one view to the next, select the option from the View/Edit menu.

When you select any of these options, the system loads the corresponding type of data in the system tree. Before you can work with each type of data, first click a server name in the tree to log on to the server and view its agents, supervisors, and skillsets. If you work in a networked environment (and have access to multiple servers in the network), the system tree contains multiple servers with each server representing a contact center in the network.

When you click Refresh, the system collapses the tree, closes the window in which you are currently working, and reloads the Supervisor view. After the Supervisor view reloads, you must select a server on which to log on to again.

For more information about each of these data views, see the corresponding section in this chapter.



To create new users, select the desired option from the Add menu. You can choose from Agent, Supervisor, or Supervisor/Agent. When you select one of these options, the corresponding new user details window appears, in which you can type the user’s properties. For more information about creating users, see the Contact Center Manager Administration online Help.

To create new agents, in addition to the preceding option, you can also right-click a supervisor in the system tree, and then select Add Agent from the resulting menu.

To add multiple agents, supervisors, and supervisor/agents, you can use the Create Many feature (or you can click Add > Many Users). To use this feature, you must first add the unique user details to a comma-delimited file, and then import the file into Contact Center Management. For details about this feature, see “Adding multiple users” on page 63.

The servers that you can see and the windows that you can view in Contact Center Management vary according to the access class that your administrator assigns to you. If you cannot access a server, window, or a type of data that you need to work with, contact your administrator. For more information about the access class levels required to work in each of the Contact Center Management windows, see the Contact Center Manager Administrator’s Guide.



Supervisor view

When you launch Contact Center Management, the Supervisor view appears.

In this view, you can:

view the supervisors configured on each server on the system tree, and list the agents assigned to each supervisor

immediately assign agents to supervisors (ad hoc assignments) one at a time, or assign to one supervisor all agents currently assigned to another supervisor

add multiple users (agents, supervisors, and supervisor/agents) sequentially using the Create Many feature

To create saved and scheduled assignments, you must use the Assignments view. For more information, see “Assignments view” on page 77.

To add new supervisors, select Add > Supervisors.



Ad hoc agent-to-supervisor assignments

To work with agents and supervisors in Supervisor view, first log on to the appropriate server in the system tree. The server expands to reveal all supervisors. Click a supervisor in the system tree to open the Supervisor window. The reporting agents for the selected supervisor appear.

To quickly assign agents to a supervisor, click the Assign Agents heading. The search feature appears.

Select the Search Agents option to search for specific agents, choosing up to seven criteria (first name, last name, login ID, department, comment, logged in, or logged out), or to list all agents configured on the server (only those agents included in the partitions and supervisor/reporting agent combinations assigned to you).

Select the Search by Supervisors option to search for agents assigned or not assigned to a supervisor.

When you click Search or List All, the agents appear in a new table.



To quickly find logged on agents, search by the Logged In search criteria. Use the resulting table to quickly choose from all the logged on agents to whom you have access on the current server.

When you find the agents you want to assign to the supervisor, select the Assign check box beside their names, and then click Submit to immediately assign the agents to the supervisor.

Each agent can be assigned to only one supervisor at a time.



Use the drag-and-drop feature to assign agents to the supervisor, one agent at a time. On the system tree in Supervisor view, locate the agent you want to assign to the supervisor. Click the agent icon and, while still holding down the mouse button, drag the icon over the desired supervisor icon. Release the mouse button to immediately assign the agent to the supervisor.

Adding multiple users

Use the Create Many feature of the Supervisor view to add multiple agents, supervisors, or supervisor/agents. This feature is useful if you need to quickly add user details when many new employees start. You can type all the employee information in one comma-delimited file, and import this file into Contact Center Manager Administration. You can use this same file to import employee information into your workforce management system, your human resources database, and so on.

You must have an access class that includes Add/Edit/Delete Agents and Supervisors access to use the Create Many feature of Contact Center Management to add multiple agents, supervisor/agents, or supervisors.

You can add or delete a maximum of 100 users.

Nortel recommends that you perform this procedure during periods of low contact center activity.

Three ways to add multiple users are available:

From the tree, select an existing agent you want to use as a template, and then click Create Many in the resulting details window. The existing user details are copied for each new user, except the user's name, login ID, and personal DN, which are all unique for each user.

In the tree, right-click an existing agent, supervisor, or supervisor/agent, and then click Create Many from the resulting menu. The existing user details are copied for each new user, except the user's name, login ID, and personal DN, which are all unique for each user.

Select Add > Many Users from any window in Contact Center Management.

The procedure in this guide outlines the first option and involves two tasks:



1. Create the file containing the information for each new user you want to create.

2. Select the user in Contact Center Management to use as a template, click Create Many, and then click Browse to navigate to the file containing the new users, and import the file.

Creating the comma-delimited fileUse an application such as Microsoft Excel to create and save a file containing the unique user details for each new user you create. The file must contain the following information (if mandatory) for each user, in the order shown:

If you use Microsoft Excel, type the unique attributes for each user in an individual row, with each attribute in a separate column of the same row. Leave blank columns for any optional attributes that you do not use (for example, the personal DN). Each new line in the file represents a new user. Save the file with the extension .csv in a folder accessible from the client PC.

A last name (mandatory for all users)

B first name (mandatory for all users)

C login ID (mandatory for all users)

D personal DN

E agent type

F telephony port/address (mandatory where agent type = supervisor)

G SIP URI (mandatory if you are on a SIP-enabled server)

H SIP terminal (mandatory if you are on a SIP-enabled server)

I agent key

J ACD queue number



If you use a text editor to create this file, type the values in one line, with each value separated by a comma. If you want to omit one of the optional attributes (for example, the personal DN), then you must use an additional comma to indicate that you purposely omitted this field. If you omit two consecutive attributes, then you must add another comma. Each new line in the file represents a new user.

After you type the information, you must save it in a folder accessible from the client PC. An example of the format of the file is as follows:

Kelly,Ciaran,1000,,Agent,,,,,

Donohoe,John,1001,,Agent,,,,,

Urquhart,David,1002,,Agent,,,,,

Morris,Tommy,1003,,Agent/Supervisor,2323,,,,,

When you import the file, the new agents inherit all the common attributes of the original agent selected, and receive the unique elements in the file for each user.

Adding the new usersAfter you create the comma-delimited file, in Contact Center Management click the server containing the agent whose profile you want to use as a template. Right-click an agent in the system tree, and then select View Agent Details from the resulting menu. The corresponding user details window appears in the right pane.

The Create Many feature is not available in the supervisor or supervisor/agent details view.

In the Agent Details window, click Create Many. The New Agent, Supervisor, or Supervisor/Agent window appears, listing the properties of the user you selected in the previous step, but with the unique fields, such as name and login ID, hidden.



Agent Details window (in a CS 1000/Meridian 1 - voice-only environment)

Click Browse to find the comma-delimited file containing the users you want to add.

Change any of the common properties for the new users you create. For example, you can choose a new language, primary supervisor (if you create agents), or a new call presentation class.

Click Submit to create the new users. The system saves the users under the supervisor that you specified, and the agent or supervisor icons appear in the system tree.

If errors occur in the file, a window appears telling you that errors were found. You can ignore the errors and continue with the submit or stop to correct the errors.



If you choose to continue, those agents without errors are successfully added and those with errors are not. If you choose not to continue, none of the agents are added. In both instances, a new window appears with a list of the agents not added due to errors in the file. The login ID, agent name, and reason appear in this list.



Agent view

In the following section, the term agent also includes users who are supervisor/agents, as you can use the Agent view to work with both types of users.

You can use the Agent view to search for particular agents or list all agents on a server.

To open the Agent view, click View/Edit > Agents. Click a server in the system tree to log on to the server and work with the agents configured on it. The Agents List window appears. In this window, you can use the agent search boxes to locate specific agents, or you can click List All to list all agents (included in the partitions and supervisor/reporting agent combinations assigned to you) on the selected server.

After you locate the desired agent, assuming you have the appropriate access class, you can:

view the current logon status of the agent



view and edit the agent’s properties, including the agent’s assigned skillsets and partitions

delete the agent from the server, or delete multiple agents simultaneously

quickly create a new agent by copying the current agent’s properties

For more information about creating multiple users, see “Adding multiple users” on page 63.

To return to the list of agents that were returned using the agent search boxes or the List All button, click the server in the system tree.

To view or edit the agent details

In the Agents List window, from the table of agents you located through your search, can view or edit an agent’s details in two ways:

Click the desired agent’s name.

Click Functions beside the desired agent, and then select View Agent Details from the resulting menu.

When you click either of these options, the Agent Details window appears, in which you can view all the agent’s properties, such as name, login ID, supervisor information, and, if you have the appropriate access class, the agent’s assigned skillsets and partitions. You can also view the current logon status of the agent and, if the status is Logged In, the TN at which the agent logged on.



Agent Details window (in a CS 1000/Meridian 1 - voice-only environment)

Use the User Details and Agent Information sections of this window to view and change information about the agent, such as the name, login ID, user type, and primary supervisor.

When you configure a SIP agent, you must configure the SIP URI and SIP Terminal fields. The ACD Queue and ACD Queue Error fields are not present.

In addition, when you create supervisors and supervisor/agents, the Supervisor Information section is enabled. In this section, you can assign supervisors and supervisor/agents a Contact Center Manager Administration user ID and password.

The user requires a Contact Center Manager Administration ID and password to log on to the Contact Center Manager Administration server and to use Contact Center Manager Administration. After you add the user’s details, you must click Submit to save your changes.



To view or edit ad hoc agent-to-skillset assignmentsClick the Skillsets heading in the Agent Details window to view the agent’s assigned skillsets and to change the skillset priority. (To open the Skillsets section of the Agent Details window, you must have at least the View Assignments access level under the Skillset Assignments heading. To change the skillset priority or assign the agent to a new skillset, you must have the Ad Hoc Assignments access level.) Click List All to list all configured skillsets on the server to which you have access, and assign the agent to new skillsets.

To view or edit partition assignmentsClick the Partitions heading in the Agent Details window to view the agent’s assigned partitions and to assign the agent to new partitions.

If you cannot view or assign partitions, contact your administrator. For more information about access in Contact Center Management, see “Available data and access privileges” on page 42.

Select the check box beside a partition name to assign the agent to the partition. When you click Submit, the agent is automatically included in the partition you indicated (and can, therefore, be viewed by the supervisors to whom this partition is assigned).

To unassign the agent from the partition, you can

clear the check box beside the partition name.



remove the agent from the partition in the Access and Partition Management component. To improve performance, Nortel recommends that you select this option.

Before you unassign an agent from a partition, ensure that the agent’s supervisor can still see the agent in Contact Center Management, Historical Reporting, and Real-Time Reporting, either because the agent is included in another partition assigned to the supervisor, or because the supervisor is assigned a supervisor/reporting agent combination (which automatically includes the agent).

To delete agents in Agent view

Only users with the Add/Edit/Delete Agents access level or higher can delete agents.

Deleting an agent

From the Functions menu in Agent view, select Delete Agent.

Note: Alternatively, you can right-click the agent’s name in the system tree, and select Delete Agent from the resulting menu.

Deleting multiple agents simultaneously

1 In the Agents List window, select the Delete check box beside each agent.

2 Click Submit.

To delete all agents in the window, select the Delete check box in the header row of the table (which automatically selects all agents shown), and then click Submit.

To copy an agent’s properties

To quickly create a new agent, use the Functions menu in the Agents List window to copy the properties of an existing agent.

You must have the Add/Edit/Delete Agents access level or higher to create agents in Contact Center Management.

When you click Copy Agent Properties on the Functions menu, the following properties from the existing agent appear in the New Agent Details window:



skillset assignment

department

user type

language

comment

supervisor

call presentation

threshold

agent key

To create the new agent, you must enter the first name, last name, and login ID. You can also change any of the copied properties. Click Submit to save the agent under the supervisor specified. The agent’s icon appears in the system tree.

While you view a user’s properties in the Agent, Supervisor, or Supervisor/Agent Details window, you can click Create New to create a new user with most of the same properties as the current user. When you click Create New, the New Agent, Supervisor, or Supervisor/Agent window is populated with the preceding listed properties.



Skillset view

Use the Skillset view to create new ad hoc agent-to-skillset assignments and change the priority of skillsets already assigned to agents. Click View/Edit > Skillsets to load skillset data in the system tree, and then click the desired server in the system tree to log on to the server and work with the skillsets and agents configured on it.

When you click a skillset in the system tree, the Skillset window appears, listing the agents currently assigned and their priority for this skillset.

To log on to a server and view data in the Skillset view, your administrator must assign to you the View Assignments access level or higher under the Skillset Assignments access heading. If you do not have this access level or higher, then you cannot log on to the servers in Skillset view and work with skillset assignments.



Ad hoc agent-to-skillset assignments

In the Skillset window, you can immediately assign an agent to a new skillset or change the priority of an assigned skillset. To change the priority of an agent already assigned to the skillset, from the Priority list, choose the new priority. Click Submit to save your changes.

To quickly reassign agents, you can search for agents currently logged on. You can also use this view to simultaneously assign the same priority for a particular skillset to a group of selected agents.

To immediately assign a new agent to the skillset, click the Assign Agents heading. The agent search feature appears. To search for specific agents, select from up to seven criteria (First Name, Last Name, Login ID, Department, Comment, or Logged on or Logged off status) and click Search. Click List All to list all agents configured on the server (only those agents included in the partitions and supervisor/reporting agent combinations assigned to you). The agents appear in a new table.



From the list of unassigned agents, choose the skillset priority for each agent, and then click Submit to save your changes. The agents are immediately assigned to the skillset with the priority you chose.

To create saved or scheduled assignments, you must use the Assignments view. For more information, see “Assignments view” on page 77.



Assignments view

In the Assignments view you can create, view and edit agent-to-skillset and agent-to-supervisor assignments. Use the Run Now feature to run saved and scheduled assignments immediately.

Click View/Edit > Assignments to load the assignment data in the system tree, and then click the desired server in the system tree to log on to the server and work with the assignments configured on it.

To create ad hoc agent-to-skillset assignments, use the Skillset view. To create ad hoc agent-to-supervisor assignments, use the Supervisor view. For more information, see “Ad hoc agent-to-supervisor assignments” on page 61 or “Ad hoc agent-to-skillset assignments” on page 75.

Assignment types

You can create two types of assignments in Contact Center Management:

Agent-to-supervisor assignments—Create agent-to-supervisor assignments to temporarily assign multiple agents to a different supervisor when supervisors are on breaks, are sick, are on vacation, or are taking a course.



agent-to-skillset assignments—Create agent-to-skillset assignments to temporarily assign agents to different skillsets when agents are on breaks, are sick, are on vacation, or are on a course.

Agent-to-supervisor assignmentsTo add an agent-to-supervisor assignment, click on a server in the system tree, right-click the Agent Supervisor Assignments folder and select Add Assignment. The New Agent to Supervisor Assignment window appears.



agent-to-skillset assignmentsTo add an agent-to-skillset assignment, click on a server in the system tree, right-click on the Agent Skillset Assignments folder and click Add Assignment. The New Agent to Skillset Assignment window appears.

When an agent-to-skillset assignment runs, the skillset priority of each agent added to the assignment changes. To make an agent inactive for a skillset, change the agent’s priority to Standby. To make an agent active for a skillset, change the agent’s priority to a value from 1 to 48 (with 1 being the highest priority for the skillset).

In Assignments view, you can save and schedule an assignment to take effect at a later date. You can also create a reset assignment to revert the contact center to the original configuration that existed before the scheduled assignment was run.



For more information about configuring agent-to-supervisor assignments and agent-to-skillset assignments, see the Contact Center Manager Administration online Help.

Reset assignments

When you create a scheduled agent-to-supervisor assignment or an agent-to-skillset assignment in the Assignments view, you can create a reset assignment. A reset assignment is a record of the original data that existed at the time you created the assignment. For example, it contains a record of the original list of agents assigned to a supervisor before you modify an agent-to-supervisor assignment.

You can use a reset assignment to change and run the assignment as many times as you require, and then run the reset assignment to return conditions to their original state. This feature is particularly useful when you create an assignment to cover agent or supervisor breaks, and then want to return conditions to their normal state when the agent or supervisor returns to work.

ExampleSupervisor Pat Jones takes a lunch break every day from 12:00 p.m. to 1:00 p.m. You want to reassign Pat’s agents to Mike Smith every day from 12:00 p.m. to 1:00 p.m. To do so, follow these steps:

1. Create an agent-to-supervisor assignment that lists all of the agents assigned to Pat.

2. Enter a name for the assignment, such as Lunchbox.

3. Select the Create Reset Assignment check box, and then click Save Assignment.

When you create a reset assignment, the system saves it with the same name as the original assignment, but adds two underscores (__) at the end of the name. If you save the assignment as Lunchbox, the reset assignment name is Lunchbox__.

4. Modify the Lunchbox assignment to reassign Pat’s agents to Mike and schedule it to run at 12 noon every day.



5. Schedule the Lunchbox__ reset assignment to run every day at 1:00 p.m., thereby reassigning all Pat’s agents back to Pat when she returns from her lunch break.

If you delete the assignment, the system deletes the corresponding reset assignment.

You can modify a reset assignment just as you modify any other assignment.

Agent-to-supervisor assignment scenarios

The following scenarios provide some examples of when to create agent-to-supervisor assignments.

Example 1: Supervisor is sickPat Wilson, one of Best Air’s supervisors, calls in sick for the day. The contact center manager creates and saves agent-to-supervisor assignment and a reset assignment that lists all of the agents assigned to Pat. The manager schedules the reset assignment to run following day. The manager then modifies the agent-to-supervisor assignment to assign half of Pat’s agents to Chris Konings, and the other half to Cindy Wong. The manager applies the assignment immediately, which assigns all agents to their temporary supervisors for the day. When the reset assignment runs, the system reassigns all agents back to Pat.

Example 2: Supervisor is on vacationPat booked vacation from August 17-28. The contact center manager creates and saves an agent-to-supervisor assignment and reset assignment that lists all of the agents assigned to Pat. The manager schedules the reset assignment to run August 28 at 5:00 p.m. The manager then modifies the agent-to-supervisor assignment to reassign Pat’s agents and schedules it to run August 17. When the reset assignment runs, the system reassigns the agents back to Pat.

Example 3: Supervisor is on regularly scheduled trainingAt Best Air, all supervisors must participate in regular upgrading. Every four weeks, the supervisor must spend half a day in training. Training sessions are staggered to ensure adequate supervision of the contact center. Pat’s training occurs every third Thursday of the month. The contact center manager sets up an agent-to-supervisor assignment that automatically reassigns Pat’s agents for that time.



agent-to-skillset assignment scenarios

The following scenarios provide some examples of when you create agent-to-skillset assignments.

Example 1: Agents are sickMark Schultz, an agent in Best Air’s Cargo Tracing skillset, is sick and absent from work today. This leaves the Cargo Tracing skillset understaffed, particularly for the period from 10:00 a.m. to 4:00 p.m., the skillset’s busiest time. The contact center manager creates and saves an agent-to-skillset assignment and reset assignment that lists Rose Stefanopolis as one of the agents. The manager then modifies the agent-to-skillset assignment to assign Rose Stefanopolis (an agent who worked in this skillset before) to the Cargo Tracing skillset. The manager runs the agent-to-skillset assignment immediately, and Rose is automatically reassigned. When Mark returns to work the following day, the manager runs the reset assignment to reassign Rose to her normal skillset.

Example 2: Coffee and lunch breaksAs agents go on break, their skillsets become understaffed. To improve skillset coverage for coffee and lunch breaks, Best Air’s contact center manager reassigns the skillsets during these periods.

Example 3: ShiftsDuring the early morning and evening periods, few agents are available. As a result, many skillsets are understaffed. Others, such as the Cargo Tracing skillset, do not go into service until 9:00 A.M., and go out of service at 5:00 p.m. Best Air’s contact center manager creates and saves an agent-to-skillset assignment and reset assignment that lists all agents that are assigned to the Cargo Tracing skillset. The manager modifies the agent-to-skillset assignment to assign the agents to Bookings and schedules it to run during early morning and evening periods.

To work with scheduled assignments

In Assignments view:

click the assignment name in the system tree to work with existing scheduled assignments



right-click the Agent Skillset Assignments or Agent Supervisor Assignments folder, and select Add Assignment from the resulting menu to add new agent-to-skillset or agent-to-supervisor assignments

When you log on to a server in the system tree, it expands to reveal the Agent Skillset Assignments and Agent Supervisor Assignments folders. Click the appropriate folder to view the list of assignments, and then click the assignment name to open the assignment window and view the assignment details in a table. Based on the type of assignment that you click in the system tree, either the Agent-to-Skillset Assignment window or the Supervisor Assignment window appears.

The following graphic shows the assignment details that appear when you click an existing agent-to-skillset assignment in the system tree.



Assignment Details table (agent-to-skillset assignments)The agent-to-skillset Assignment Details table displays the agents and skillsets currently included in the agent-to-skillset assignment. The agent detail columns of the table are frozen, allowing you to scroll through the skillset columns while still viewing the agent details.

To resize the Assignment Details table area, click on the vertical margin located between the system tree and the Assignment Details table or the horizontal margin located near the bottom of the window. Without releasing the button on your mouse, drag the vertical margin left or right, or the horizontal margin up or down.

To change the skillset priority of an agent, click the skillset box for the agent, and select the new priority number. To put the agent in Standby mode for the selected skillset, select Standby. Click or tab to another cell to register the change. Click Save Assignment to save the change.

Assignment Details table (agent-to-supervisor assignments)The supervisor Assignment Details table displays the agents and supervisors currently included in the agent-to-supervisor assignment.

To change the supervisor to whom an agent is assigned, click in the appropriate supervisor box, and select the new supervisor from the list that appears.

To assign multiple agents to another supervisor simultaneously, select the agents in the Assignment Details table, and select the supervisor from the Assign agent(s) to supervisor list. Click Apply. The agents are automatically assigned to the new supervisor.

ATTENTION Click or tab to another cell to register the change before you click Save Assignment. Otherwise, the change does not register and is lost.



Click or tab to another cell to register the change. Click Save Assignment to save the change.

Refresh Table buttonClick Refresh Table to revert to the last saved version of the assignment. When you click this button, the system removes all changes you made to the table but did not save. Refresh Table is useful if you make changes to the assignment in error and want to remove them before saving the assignment. The Refresh Table option:

removes any empty rows in the table

removes new data that you type but do not want to save

returns users to the table after you hide them with Hide User (before you click Save Assignment)

Hide User buttonTo temporarily remove a user from the table (for example, when you use an existing assignment as a template for a new assignment and do not want to include a user in the new assignment), select the user in the table and click Hide User. To save your changes, you must click Save Assignment. If you hide one or more users, they do not appear in the saved assignment.

To return the user to the table, click Refresh Table before you click Save Assignment.

Go to Schedule buttonTo schedule the assignment, click Go to Schedule after you type assignment information in the Assignment Details table. The Save/Schedule Assignments section expands, in which you can type schedule details. For more information about scheduling assignments, see “Example: To schedule an agent-to-skillset assignment” on page 90. You can also consult the Contact Center Manager Administration online Help for more details.

ATTENTION Click or tab to another cell to register the change before you click Save Assignment. Otherwise, the change does not register and is lost.



List Available Agents headingClick this heading to search for unassigned agents who you want to add to your assignment. You can search by first name, last name, department, comment, login ID, logon status (either Logged In or Logged Out), or a combination of all of these criteria (up to a maximum of five). You cannot use the wildcard symbol (*) in your search.

When you enter the criteria for your search, use the and/or values in the last list to append search criteria; to clear search criteria, choose the blank value from this list. After you enter your criteria, click Search. In the resulting table, select the check box beside the names of the agents to add to the assignment, or select the Select All check box at the top of the column to select all agents, and then click Update Table. The table shows the current logon status of the agents you find through your search, enabling you to quickly assign logged on agents.

When you click Update Table, the selected agents and their current skillsets appear in the Assignment Details table.



List Available Skillsets headingClick this heading to list all available skillsets on the selected server (those skillsets not already included in the assignment and, therefore, not appearing in the Assignment Details table). From the resulting table, you can automatically select all skillsets by selecting the Select All check box at the top of the table, or you can select individual skillsets from the table. After you select the skillsets, click Update Table to transfer them to the Assignment Details table.



Skillset Search headingClick this heading when you must quickly locate all agents on a server who are assigned to a skillset, in Standby mode for a skillset, or not assigned to a particular skillset. When you find the agents, you can add them to the current assignment. This feature is particularly useful when you notice high call volume for a skillset. You can locate all agents in Standby mode for the skillset, and you can assign them to handle the excess calls.

You can search for a maximum of five skillsets.



Save/Schedule Assignments headingAfter you fill the Assignment Details table with the users and skillsets that you want to include in the assignment, and choose the correct skillset priority for all the skillsets, click Save/Schedule Assignments to enter the assignment name, select the schedule details, and save the assignment.

You can click Go To Schedule under the Assignment Details table to jump directly to this section.

For information about the boxes in this section of the window, see the Contact Center Manager Administration online Help. To save or schedule an assignment, enter an assignment name, and then choose the schedule type from the Schedule Type list. You can choose Specific Date, Daily, Weekly, or Monthly, with different schedule options for each choice.

To create a reset assignment, select the Create Reset Assignment check box. When you finish scheduling your assignment, click Save Assignment, and then click Schedule. The Next Run Time box indicates the next time the assignment runs, relative to the Contact Center Manager Administration server time shown.



Run Now buttonAfter you save or schedule an assignment, click Run Now to immediately run the assignment. Note that if you open an existing saved or scheduled assignment, and you make any changes to it, you must click Save Assignment before you click Run Now. When you run a scheduled assignment immediately, the assignment also runs at the scheduled time.

If you do not want to review the assignment details before you run it, and if you are sure of the assignment name, then in the tree, right-click the assignment name, and then select Run Now from the resulting menu. The assignment runs immediately.

Example: To schedule an agent-to-skillset assignmentThis example shows you how to use the following features of the Agent-to-Skillset Assignment window in Contact Center Management:

the Assignment Details table

the Save/Schedule Assignments section

the Reset Assignment option

In this example, you create and schedule an agent-to-skillset assignment that includes three agents. You must reassign these three agents to new skillsets while the regular agents take a break every day from 3:00 to 3:30 p.m.

Scheduling a new agent-to-skillset assignmentWhen working in Assignments view, you must ensure that the Assignment Details table shows only those agents and skillsets that you want to include in the assignment because the system saves everything visible in this table to the assignment.

1 Click View/Edit > Assignments.

Result: The Assignments view appears.

2 On the system tree, log on to the server on which you want to work with assignments.

Result: The server expands to reveal the Agent Skillset Assignments and Agent Supervisor Assignments folders.



3 Right-click the Agent Skillset Assignments folder, and from the menu, click Add Assignment.

Result: The New Agent-to-Skillset Assignment window appears.

4 Click the Assignment Details heading to expand it.

5 Click the List Available Agents heading to use the agent search feature.

6 From the agent search lists, enter the search criteria for the three agents. You can search by First Name, Last Name, Login ID, Comment, Department, or logon status (either Logged In or Logged Out).

Tip: In this example, if you know that the last names of the agents are Crowley, Crump, and Spry, you can enter the following:

7 Click Search.

Result: The agent names matching your search criteria appear in the results table.

8 Select the Select All box in the heading row to select all of the agents returned in the search.

9 Click Update Table.

Result: The agents you selected appear in the Assignment Details table at the top of the window, along with the skillsets already assigned to them.

10 Perform steps 6 to 9 until the Assignment Details table contains all agents to include in the assignment.



11 Review the skillsets in the Assignment Details table. To add new skillsets to the table, click List Available Skillsets.

Result: The list of available skillsets (those not yet assigned to the agents you selected) appears in a new table.

12 Select each skillset that you want to add to the table, and then click Update Table.

Result: The skillsets appear in the Assignment Details table, along with the agents you selected.

13 In skillset area of the Assignment Details table, for each skillset that you assign to an agent, type the skillset priority number, or select the priority from the Skillset list. Repeat this step for each agent.

The skillset priority numbers can range from 1 to 48, where 1 is the highest priority and 48 is the lowest priority. You can also put the agent in Standby mode for a skillset by typing or selecting Standby. To unassign the agent from a skillset, leave the cell for this skillset blank.

14 After you type the last skillset priority number, click in any other box in the same row of the table, or press Tab.

15 When you finish changing the skillset priority numbers, click Go to Schedule.

Result: The system moves the focus to the Save/Schedule Assignments section. The Save/Schedule Assignments heading is expanded.

16 In the Save Assignment As box, type the assignment name. This name must be unique.

17 From the Schedule Type list, select Daily.

18 Beside the CCMA Server Time box, click Reset.

Click Reset to see the current Contact Center Manager Administration server time. The system generates all scheduled assignments based on this time, so you must take this time into account when scheduling your assignments. For example, where you are, it is currently 9:00 a.m., but the Contact Center Manager Administration server time is 11:00 a.m., 2 hours later. Therefore, when you type a start time for your assignment, you type the time when you want to run the assignment, plus 2 hours. In this example, to schedule an assignment to run at 3:00 p.m., you type a start time of 5:00 p.m., 2 hours later. When it is 5:00 p.m. at the Contact Center Manager Administration server (and 3:00 p.m. where you are), the system runs the assignment.



19 In the Start Time box, type the start time, based on the Contact Center Manager Administration server time.

20 Click the triangle beside the Start Date box. A calendar appears, from which you can select the start date.

21 Click the start date for the assignment.

22 Select the Create Reset Assignment check box. For more information about reset assignments, see “Reset assignments” on page 80.

When you save the assignment, the system saves a reset assignment with the same name as the original assignment, but with two underscores (__) at the end of the name. In this example, the original assignment is called Lunchbreak, and the reset assignment is called Lunchbreak__.

23 Click Save Assignment.

24 Click Schedule to activate the assignment’s schedule.

25 To reset the skillset assignment when the agents return from their break, use the reset assignment. On the system tree, click the reset assignment Lunchbreak__. The assignment properties appear in the Agent-to-Skillset Assignment window.

26 In the Save/Schedule Assignments section, from the Schedule Type list, select Daily.

27 Beside the CCMA Server Time box, click Reset.

28 In the Start Time box, type the assignment start time, based on the Contact Center Manager Administration server time.

29 Click the triangle beside the Start Date box. A calendar appears, from which you can select the start date.

30 Click the start date.



31 Click Schedule to activate the assignment’s schedule. At 3:30 p.m., when the original agents return from their break, the system reassigns their skillsets back to them.

For details about creating, saving, and scheduling assignments, see the Contact Center Manager Administration online Help.

To view scheduled assignments in Contact Center Management

Use the Scheduled Assignments window to view details about a scheduled assignment, such as the name, type, the server on which it is run, and details about the schedule time.

You must have View Assignments access for both agent-to-skillset assignments and agent-to-supervisor assignments to see both types of assignments in this window. If you have access to only one assignment type, then you can see only the schedules for that type of assignment. Likewise, you can see only assignments scheduled on the servers on which your access class is configured.

With Schedule Assignments access, however, you can also use this window to delete the schedules of the assignments listed, leaving the assignments intact on the server. If you have View Assignments access or less, you cannot delete schedules, you can only view the assignments.

Example of access privilegesYour network includes three servers: Montreal, Toronto, and New York. You have Schedule Assignments access for agent-to-supervisor assignments only, and only on the Montreal server. When you open this window, you can see and delete only agent-to-supervisor assignments scheduled on the Montreal server. You cannot see agent-to-skillset assignments, and you cannot see any other scheduled assignments on either the Toronto or New York server.



To view the list of scheduled assignments in Contact Center Management, in Assignments view, click Scheduled Events. The Scheduled Events window appears, listing all scheduled assignments to which you have access, on the servers included in your access class.

To delete scheduled assignments

If you have an access class that contains Scheduled Assignments access to agent-to-supervisor assignments or agent-to-skillset assignments (or both), then you can use the Scheduled Events window in Contact Center Management to delete the schedules of all assignments that you can see in the window, including those created and scheduled by other users. When you delete the schedule, the assignment remains saved on the server.

To delete a schedule, select the assignment in the table, and then click Remove.



Network Agent Admin view

You can use the Network Agent Admin view to search for agents by selected agent properties or by skillset assignment across multiple servers in the network. You can also use the Network Agent Admin view to view skillset assignments for each agent and modify skillset assignment priority levels for each agent.

The servers available for searching appear in a list. To view a server in the list, you must have the following access privileges for that server:

Access based on the CCM privilege for the CCM - Network Agent Admin view access class element

None or higher for the CCM access class element.

Contact your administrator to verify your access level.

When you click the first name or last name of an agent returned in the search, the Agent Details window appears. When you click a skillset in the skillset table, the Skillset view appears.

To launch Network Agent Admin view, from the menu click View/Edit > Network Agent Admin.



Network Agent Search

Use the Network Agent Search feature to search for agents across servers. The search criteria include First Name, Last Name, Department, Comment, Login ID, Logged In, and Logged Out. The search is based on conditions that include Contains, Equal to, or Starts with. You can define up to five levels of search criteria.

Network Skillset Search

Use the Network Skillset Search feature to search for agents across servers based on skillset assignments. The first search criteria list includes Skillset, Assigned, and Standby. The second search criteria list includes Logged In and Logged Out. You can define up to five levels of search criteria.

When the search begins, a progress summary of the servers that respond appears.



The search results include the first name, last name, login ID, agent status, and server of the agent. The search results are read-only, and you can sort the search results by clicking the column headers.

Agent Details

Click the first name or the last name of an agent to view the agent details for that agent. The Agent Details window appears in a new browser.

Click in the column to the left of the First Name column of an agent to view the skillset assignments for that agent.



The skillset assignments for the selected agent appear below the search results.

Skillset view

Click a skillset in the Agent Details section to launch the Skillset view in a new browser. Depending on your access and partition assignment, you can modify skillset assignments in this view.




C h a p t e r 4

Real-Time Reporting

In this chapterWhat is new in Real-Time Reporting 102

To use real-time displays to monitor your contact center 106


Overview of real-time displays 110

To work with real-time displays 117

Subtotals and totals in real-time display grids 134

Multipage displays 138

Chart displays 140

Graphical displays 150

Section A: Real-time statistics 163

Section B: Network-consolidated real-time displays 179


Real-Time Reporting Standard 9.07

What is new in Real-Time Reporting

The following Real-Time Reporting features are new:

standard filters for skillset real-time displays—You can now select standard filters on the Filters tab when configuring your private tabular skillset real-time displays. The standard filters are the supervisor/reporting agents assigned to you in Access and Partition Management. When you select a supervisor’s name from the list of configured filters, the skillset display includes the skillsets assigned to the agents who report to the selected supervisor. Select more than one standard filter to view the skillsets assigned to the agents reporting to the specified supervisors. If you do not select a filter, you see all skillsets in the display.

ability to view non-staffed skillsets—When you view a skillset real-time display, you can click a button to view the list of all the skillsets that have no agents logged on (out of those included in the partition assigned to you). Unlike the real-time display from which you launch this window, the list of non-staffed skillsets does not refresh automatically. Instead, you must manually refresh the list to get the latest information.

select filters from a list in real-time displays—You can now choose, from a filter list, to apply one or more standard or custom filters while viewing launched private or public, agent or skillset, real-time displays. You can select only one filter for agent map displays. When you apply a filter to a launched private display, you can save your changes so that the next time you launch the private display, these last saved filters are used. When you launch a public display template, no default filters are associated with the template. You can also choose filters from the filter list while you view the launched display, but you cannot save the selected filters with the public template.

Because you can create filters that include agents, skillsets, and applications, the following public and private real-time displays have a filter list:

ATTENTION If an agent assigned to the selected supervisor has skillsets not included in your partition, then these skillsets do not appear in the skillset real-time display.


October 2007 Real-Time Reporting

Agent

Skillset

Application

Consolidated Agent Position Status Count

Consolidated Skillset

Consolidated Application

Agent Map (you can select only one filter)

The standard filters are applicable to agent and skillset displays only. The supervisors assigned to the user are the standard filters. If you select the Supervisors heading, then all supervisor filters are selected. Similarly, if you select the Custom heading, then all the custom filters are selected.

configure colors in standard tabular displays for values less than threshold leve1 1—For private tabular real-time displays, you can now set the color for statistics below the level 1 threshold value, in addition to the existing threshold functionality in which you set the colors for statistics between the level 1 and level 2 values, and above the level 2 threshold value. If you do not assign custom threshold colors to the real-time displays, the system assigns default colors. The default color for values that reach between level 1 and level 2 is yellow, and the default color for values that exceed level 2 is red. The color for Service Level% is slightly different, however, with red appearing when the value is below level 1, and yellow appearing when the value is between level 1 and level 2.

show agent’s personal DN—When you configure your agent map displays, you can now determine whether the agents’ personal DNs appear in the agent boxes in the agent map.

exclude logged out agents from agent map—When you configure your agent map displays, select the Hide logged out Agents check box to view only agents currently logged on when you launch the agent map. If you do not select this check box, you see all agents in the filter that you attach to the display, both logged on and logged off.

resize agent map (upwards)—In box view, you can use the zoom option to resize agent map displays by making them larger (125, 150, 200, or 300 percent of their normal size). The resizing option does not apply to agent maps in the icon view.



threshold alerts (flashing text on agent map)—For agent map displays, you can choose whether the text flashes in the box view when a threshold value is reached.

view threshold timers from billboard properties—When you configure an application, skillset, or Interactive Voice Response (IVR) type billboard, you can now view the existing threshold values for a particular statistic. This information is read-only.

add labels to the x- and y-axis of bar charts—When you launch horizontal or vertical bar charts, you can now see statistic labels on the x- or y-axis of the chart display.

linked display from agent map—While viewing an agent map graphical display, you can launch a real-time display of your choosing on the corresponding server. When customizing the agent map, you can choose which display launches when you click the Linked Display button. You can choose from all the private, public, and standard displays (both tabular and graphical) to which you have access on the selected server.

ability to share graphical displays—After you customize a graphical display and save it in your Private Graphical Displays folder, if you have the correct access class, you can share the display with other users by making a public copy of it. You can make public copies of all types of graphical displays except agent maps. You can copy the display to the Public Graphical Displays folder only on the selected server; you cannot copy graphical displays across all servers to which you have access in the network (unlike real-time tabular displays).

additional flexibility when configuring collections—You can now configure four types of collection displays: private and public collections, and private and public billboard collections. A collection is a user-definable grouping of data windows that can include a combination of up to six displays of any type, except agent maps or other collections. A billboard collection is a user-definable grouping of data windows that can include a combination of up to 25 billboard displays.

% Service Level on chart displays—When configuring a skillset or application chart display, you can now choose the % Service Level statistic.

change default background color on billboards—You can set the threshold alerts for billboard graphical displays when the statistic values exceed the threshold levels. The default color for statistics that exceed the level 1 value is yellow, while those that exceed level 2 appear in red. You



can change these colors in the Properties windows when you customize your billboard displays. You can also set the color for statistics below the level 1 threshold value. When the level 1 and level 2 threshold levels are exceeded, or when the statistic is below the level 1 threshold, the background of the billboard display changes to the color you specify for the threshold level.

IVR tabular displays—Standard IVR displays are now available on a CS 2x00 switch. The same fields on a CS 1000/Meridian 1 switch are available on a CS 2x00 switch to create a custom IVR display.

IVR graphical displays—Users can create custom IVR Chart and IVR Billboard displays. The same fields on a CS 1000/Meridian 1 switch are available on a CS 2x00 switch to create the custom IVR Chart and IVR Billboard displays.



To use real-time displays to monitor your contact center

You can use the Real-Time Reporting displays to identify service-level problems resulting from situations such as:

unusual numbers of unavailable agents

unusual call volumes

inefficient skillset assignments

You can monitor these situations for each site, or, if you work in a networked environment and have access to a Network Control Center (NCC) server, you can monitor all sites configured in your network by using the network-consolidated real-time displays.

This section describes how to identify these situations from the standard real-time displays (the public displays shipped with Contact Center Manager Administration). You can also create your own custom real-time displays.

Agents unavailable

To determine how many agents are unavailable at a site, use the Standard Agent display and the Standard Skillset display. To compare the statistics at all sites in the network, use the Consolidated Agent Position Status Count display.

On the Standard Agent display, consider the following information:

Number of agents listed—Shows all agents currently logged on. If the number of logged on agents is low, you must determine why. Are agents sick, late, or on vacation?

DN call statistics—Shows how many agents are currently active on DN calls.

In Calls Status and Time In State—Shows how many agents are in Walkaway, Busy, or Active state, and for how long.



On the Standard Skillset display, look at the following columns:

Agents Staffed—Shows how many agents are logged on for this skillset.

Agents Idle—Shows how many agents are waiting to take calls for this skillset.

Agent Not Ready—Shows how many agents logged on to this skillset are in Not Ready state.

On the Consolidated Agent Position Status Count display, look at the following columns:

In Service—Shows how many agents are logged on for this skillset at all network sites.

Agents Waiting—Shows how many agents are waiting to take calls for this skillset at all network sites.

Agent Not Ready—Shows how many agents logged on to this skillset are in Not Ready state at all network sites.

Call volume

To examine call volume for a skillset at one site in the network, use the Standard Skillset display. If you have the networking feature enabled, you can view the call volume statistics for all sites in the network by using the Consolidated Skillset display.


Waiting—Shows the number of calls currently queued for the skillset. Skillsets with high numbers of calls waiting probably need more agents.

Average Answer Delay—Shows how long, on average, callers waited in the skillset queue. Skillsets with long delays might need additional staffing.

% Service Level—Shows how many calls met the targeted service level for the skillset. If the number is too low, you might need additional staffing.



On the Consolidated Skillset display, look at the following columns:

Waiting—Shows the number of local and network calls currently queued for the skillset at each site. Skillsets with high numbers of calls waiting probably need more agents.

Average Answer Delay—Shows how long, on average, local and network calls waited in the skillset queue. Skillsets with long delays might need additional staffing.

% Service Level—Shows how many local and network calls met the targeted service level for the skillset. If the number is too low, you might need additional staffing.

Inefficient agent-to-skillset assignments

To identify inefficiencies in agent-to-skillset assignments, use the Standard Agent display, the Standard Skillset display, and the Consolidated Agent Position Status Count display.

On the Standard Agent display, look at the following columns:

In Calls Status—Shows the number of agents in Idle state.

Time in State—Shows how long agents are in Idle state.


Agents Staffed—Shows how many agents are logged on for this skillset.

Agents Idle—Shows how many agents are waiting to take calls for this skillset.

On the Consolidated Agent Position Status Count display, look at the following columns:

In Service—Shows how many agents are logged on for this skillset at all network sites.

Waiting—Shows how many agents are waiting to take calls for this skillset at all network sites.





Access classes—These define what access rights or privileges a user has— what you are allowed to do. For example, a user might be restricted to view access of agent properties only.

Partitions—These define what data a user can see within Contact Center Management, Real-Time Reporting, and Historical Reporting. For example, a user might have access to create private real-time displays, but might not have access to create public displays.

If you cannot access particular operations or views, or if you cannot view data elements (for example Agents, CDNs, and Report Groups), contact your administrator to request extra permissions on your user account.




Overview of real-time displays

Real-time displays provide up-to-date statistics for your contact center and its resources. You can use these statistics to monitor your contact center and determine its effectiveness.

Contact Center Manager Administration has four main types of displays:

Public Tabular Displays—These displays include both the standard tabular displays that ship with Contact Center Manager, and the custom Private Tabular Displays that you share with your coworkers by saving them in the Public Tabular Displays folder. To modify either type of display, you must make a copy of the display and save it as a private (user-defined) display.

Public Graphical Displays—After you customize a graphical display and save it in your Private Graphical Displays folder, provided that you have the correct access class, you can share the display with other users by making a public copy of it. You can make public copies of all types of graphical displays except agent maps. You can copy the display to the Public Graphical Displays folder on the selected server only; you cannot copy graphical displays across all servers to which you have access in the network (unlike real-time tabular displays). To modify these displays, you must make a copy of the display and save it as a private (user-defined) display.

Unlike chart and billboard graphical displays, for collections and billboard collection displays, you do not have to make a private custom copy of the display before saving a copy of it as a public display. Instead, provided you have the correct access class, you create a new public display just as you create a new private display.

Private Tabular Displays—These are copies of Public Tabular Displays that you customize and save in your Private Tabular Displays folder. Only the creator of the private display can access or modify it. To grant other users access to your private display, you must save a copy of it as a public display. You can save public copies of Private Tabular Displays on the current server, or across all servers to which you have access.

Private Graphical Displays—These can either be new custom displays that you create and save in your Private Graphical Displays folder, or



copies of public displays that other users share with you by saving them in the Public Graphical Displays folder. Only the creator of the private display can access or modify it. To grant other users access to your private display, you must save a copy of it as a public display.

Display formats

You can view the Contact Center Manager real-time displays in the following formats:

Grid displays—Also called tabular displays, these displays are arranged in table format, with the statistics appearing in rows and columns. Grid displays contain subtotals of data either for each site in the network, for each filter that you apply, or for each element in the display (for example, each skillset), depending on the display configuration. Grid displays also contain a grand total of all statistics in the display. For more information, see “Subtotals and totals in real-time display grids” on page 134.

Chart displays—Two types of chart displays in Real-Time Reporting are available: chart graphical displays that you configure and store on the system tree under the server of your choice, and summary charts that you can launch only from the grid displays. Summary charts summarize the statistics shown in the grid display from which you launch them, in either bar chart or pie chart format. You can launch a site summary chart from a nodal grid display, and a network summary chart from a network-consolidated grid display.

Agent maps—You can use agent maps to view a representation of all the agents to whom you have access in your contact center in a single graphical display. Each agent is shown as a color-coded position block that indicates the agent’s first name, or last name (or both), agent state, time in state, login ID, and, optionally, the agent’s position ID or personal DN. You can customize your agent maps by choosing the threshold and agent state colors, and by rearranging the agent map icons to represent your contact center layout. You can also choose whether to display the following combinations in the icon header:

agent first name, followed by last name

agent last name, followed by first name

agent first name and login ID



agent last name and login ID

Billboards—You can configure billboards only for skillset, application, and IVR data. With a billboard, you can choose one statistic that you want to monitor closely, such as the number of calls waiting, and one skillset or application (out of all skillsets and applications in your partition). Alternatively, instead of selecting one skillset or application, select Summary to view a summary of the statistic for all applications or skillsets in your partition on the selected server (for nodal graphical displays), or across all servers in the network (for network-consolidated graphical displays), or for all IVR queues on the selected server. When you launch the billboard, the statistic appears as a large colored number that updates at the default refresh rate of 5 seconds. When you configure billboards, you can choose the font color for the display, as well as the threshold colors when the statistic is below the Level 1 threshold value, between Level 1 and Level 2, and above Level 2.

Note: When you create IVR billboards, you can view a summary of the chosen statistic on the selected server across all IVR queues only; you cannot select a particular IVR queue.

Collections—You can configure four different types of collections: private or public collections, and private or public billboard collections. A collection is a group of real-time displays appearing in one window, which you can use to simultaneously view multiple statistics types. You can configure a collection to include a maximum of six displays of any type, except agent maps and other collections.

Billboard collections—A billboard collection is a grouping of data windows that you can define to include a combination of up to 25 billboard displays.



Types of real-time displays

The following types of nodal real-time displays are available in Contact Center Manager:

agent

application

IVR (Communication Server 1000/Meridian 1 PBX switch and SIP-enabled server only)

route (CS 1000/Meridian 1 switch only and SIP-enabled server only)

skillset

contact center summary (nodal)

The following types of network-consolidated real-time displays are available in Contact Center Manager (for the CS 1000/Meridian 1 networking switch only):

agent

skillset

application

Nodal real-time displays

Contact Center Manager Administration offers you six nodal real-time displays: agent, application, IVR, nodal, route, and skillset. Nodal real-time displays provide you with a real-time view of contact center activities for each site. You can customize the standard nodal displays by arranging the columns, applying filters and supervisor/reporting agent combinations, and changing the colors. For more information, see “To configure private display properties” on page 121.



Network-consolidated real-time displays

If you have networked servers in Contact Center Manager Server, in addition to the standard nodal displays, Contact Center Manager Administration offers the following three network-consolidated displays:

Consolidated Agent Position Status Count display

Consolidated Application display

Consolidated Skillset display

These displays provide you with an overall, real-time view of contact center activities across multiple Contact Center Manager Servers. You can launch these displays if you have access to a Network Control Center (NCC) server. For a list of all the statistics columns included in the standard displays, see Section B: “Network-consolidated real-time displays” on page 179.

The displays offer subtotals of activity for each Contact Center Manager Server site in the contact center network, and a grand total of all statistics shown on the display. For more information, see “Subtotals and totals in real-time display grids” on page 134.

Public real-time displays

Public displays include both nodal and network-consolidated displays (if you work in a networked environment). The following types of public displays are available in Contact Center Manager Administration:

Standard real-time displays—The set of standard real-time displays shipped with the software and that every Real-Time Reporting user can access. The contents of these real-time displays are predefined and cannot be modified. You can launch these displays from the Public Tabular Displays folder under each server on the system tree, or you can make copies of them and save them in your private displays folder. You cannot delete standard public displays.

Private real-time displays (made public)—The copies of private displays that users save in the Public Tabular Displays or Public Graphical Displays folder.



After you customize a private real-time display, you can share it with other users by making a public copy of it. For grid displays, you can copy the display to the Public Tabular Displays folder on the same server as the private display, or across all servers to which you have access in the network. For graphical displays, you can copy the display only to the Public Graphical Displays folder on the server on which the private display is stored. The copied display retains all your custom settings except filter information.

Unlike chart and billboard graphical displays, for collections and billboard collections, you need not make a private, custom copy of the display before saving a copy of it as a public display. Instead, provided you have the correct access class, you create a new public display just as you create a new private display.

Like all standard public displays, public copies of private displays contain no filter information. To add filters to these public displays, you can select a filter while the display is running or make private copies of the public displays first. Filters selected for a running public display are not saved when the display is closed.

To delete these displays, you must have administrator privileges and be logged on to the server as webadmin. For more information about making public copies of private displays, see the Contact Center Manager Administration online Help.

Private real-time displays

Private real-time displays are those that you create yourself by making copies of the public displays and modifying them to display the type of information that you need to monitor your contact center. When you save a display in your Private Tabular Displays folder, only you can access the display.

You can apply color schemes, add custom formulas, and insert or remove statistics columns. You can also apply filters to most of the real-time displays (all except the Standard Nodal, IVR, and Route displays). You can use filters to specify the skillset, application, and agent data that you want to see in your displays. In addition, you can apply supervisor/reporting agent combinations for your private, custom agent displays only. For more information, see “To assign supervisor/reporting agent combinations to Real-Time Displays” on page 129.



You can also share your custom real-time displays with other users by making public copies of them. For more information, see “To make public copies of Private Tabular Displays” on page 131.

Data collection modes

To data collection modes are available:

Moving window mode—In moving window mode, cumulative statistics shown represent the last 10 minutes of system activity. For example, in a Standard Skillset display, the number appearing in the calls answered column represents the number of calls answered in the past 10 minutes for that particular skillset.

Interval-to-date mode—In interval-to-date mode, statistics are collected only for the current interval. When the interval is over, data fields initialize to zero (0), and collection begins for the next interval.

Note: The administrator configures the interval-to-date mode in the Real-time Statistics area of the Configuration component in Contact Center Manager Administration.

If you cannot view data in the selected mode, verify that the administrator enabled the mode of your choice on Contact Center Manager Server using the Real-Time Statistics Multicast configuration tool. The administrator sets the interval. Intervals can range from 15 minutes to 24 hours.



To work with real-time displays

From the Real-Time Reporting main window, you can log on to any of the servers shown on the system tree, subject to access class restrictions, and work with their public or private displays.

Private displays appear under a server only after you create them.

Real-Time Reporting window

Real-Time displayTo launch a display with its default properties directly from the system tree, double-click the display name. The grid display appears in a separate window and updates at the default refresh rate for public displays, or at the rate that you specify for private displays.



The default refresh rate for public displays varies based on the type of display that you launch:

Network-consolidated displays have a default refresh rate of 5 seconds.

The Standard Agent nodal display has a default refresh rate of 1 second.

All other standard nodal displays have a default refresh rate of 2 seconds.

Non-staffed skillsetsIn a launched skillset real-time display grid (either public or private), you can click the Non-Staffed Skillsets button to view all the skillsets in your partition that currently have no agents logged on.

The list of skillsets is static. To update the list, click Refresh.



Non-Staffed Skillsets window

To delete public copies of private displays

Only the administrator, logged on as webadmin, can delete public copies of private displays. For more information, see the Contact Center Manager Administration online Help.



To create private displays

When you click a public display on the system tree, you can launch the display or make a copy of it and save it in your Private Tabular Displays folder.



To configure private display properties

When you make a private copy of a public display, you can specify the following display properties:

the display refresh rate (minimum 0.5, or 0.5 to 99 seconds)

the data collection mode (either moving window or interval-to-date)

the summary chart type (bar chart or pie chart) and fill color (color or black-and-white) for all displays except the Standard Agent display, Standard Route display, and Standard Nodal display

ATTENTION The fastest rate at which real-time data from Contact Center Manager Server can reach the end user in Contact Center Manager Administration is equal to the highest value among the following settings:

the Multicast Rate (set on Contact Center Manager Server)

the Output Rate (set on the Contact Center Manager Administration server)

the Transform Rate (set on the Contact Center Manager Administration server)

Example

If the Contact Center Manager Server Multicast Rate is set to 2 seconds, the Contact Center Manager Administration server Transform Rate is set to 1 second, and the Contact Center Manager Administration server Output Rate is 7 seconds, then the data on the client PC does not refresh faster than every 7 seconds, regardless of the refresh rate that you choose in Real-Time Reporting.

If the refresh rate that you set for your private real-time displays is faster than the rate at which the Contact Center Manager Administration server sends real-time data, your displays refresh at the rate you set, but you do not see changes to your data in every refresh cycle. Contact your administrator for more information about the rates set on the Contact Center Manager Administration server and the server in Contact Center Manager Server.



the path for summary charts that you export as either .bmp or .jpg files, and file name prefix for grid displays that you export to the Contact Center Manager Administration server

the grouping of the first three columns in the network-consolidated displays (not shown in the following graphic). The order that you specify affects the subtotals that you see in the display. For more information, see “Subtotals and totals in real-time display grids” on page 134.

the colors of the display rows (the filter and site subtotals and grand total)

the display title

the font size of the statistics shown in the display

whether you want to make a public copy of your private display across all servers in the network to which you have access, or on the selected server only



To select and arrange columns in private displays

The real-time display grids have two kinds of columns: system columns (the site name, filter name, and skillset or application name), and statistics columns, which contain the statistics values that update in real time.

For private network-consolidated displays, you can choose the order of the three system columns in the Properties tab. The order you choose determines the subtotals shown in the display. For more information, see “Subtotals and totals in real-time display grids” on page 134.

You can remove, rename, and arrange the order of the statistics columns in your private displays. In addition, for nodal displays only, you can add new columns and custom formulas to the displays, and you can assign threshold colors to some of the display columns.

FormulasReal-Time Reporting includes some system-defined formulas, such as the Average Answer Delay. You cannot change system-defined formulas. However, your administrator can create custom formulas by combining existing fields and mathematical operators. You can then add these custom formulas to your private nodal displays just as you add any other type of statistics column.



For more information about customizing your displays, see the Contact Center Manager Administration online Help.

Thresholds in real-time display gridsThresholds are used to highlight exceptional conditions in the contact center. Your administrator can define two threshold values for system activity: the low value (level 1) and the high value (level 2). These values result in three operational levels:

Below level 1—Based on the type of statistic, this level can mean normal contact center operation with no action required (that is, the lower the number of calls waiting, the better), or it can signify an alert situation that requires attention (that is, the lower the service level percentage, the worse the situation).

Between level 1 and level 2—Action might be required to prevent contact center performance from moving beyond acceptable operating levels.

Above level 2—Based on the type of statistic, this level can mean normal contact center operation with no action required (that is, the higher the service level percentage, the better), or it can signify an alert situation that requires attention (that is, the greater the number of calls waiting, the worse the situation).

Thresholds apply to both nodal and network-consolidated real-time displays. However, thresholds behave differently for each type of display.

Thresholds in nodal real-time displaysWhen you customize the columns of your private nodal displays, you can specify the colors for the real-time statistics that exceed the defined threshold values, or for the statistics that fall below the level 1 threshold value. When you launch your private nodal display, statistics that exceed the threshold values appear in the color you chose, as shown in the following graphic. If you do not assign custom threshold colors to the real-time displays, the system assigns default colors. The default color for values below level 1 is white, between level 1 and level 2 is yellow, and above level 2 is red. The color for Service Level % is slightly different, however, with red appearing when the value is below level 1 and yellow appearing when the value is between level 1 and level 2.



Thresholds in network-consolidated real-time displaysYou cannot choose the threshold colors for your private network-consolidated real-time displays; statistics that exceed the level 1 value appear in yellow, while those that exceed the level 2 value appear in red. The color for Service Level % is slightly different, however, with red appearing when the value is below level 1 and yellow appearing when the value is between level 1 and level 2.

In these displays, when statistics exceed a threshold value, the subtotal row in the applicable section indicates which column in the display contains this statistic.

In the following display, for example, there are two threshold conditions in the Sales filter, as shown in the subtotal line.

To view the statistics that exceed the threshold levels, manually expand the section by clicking the plus sign (+) beside the filter name.



The statistics appear highlighted in the appropriate threshold color.



To add filters to real-time displays

Two features are available to control the data that you see in your private real-time displays: filters and supervisor/reporting agent combinations. This section includes details about creating and assigning filters. For information about supervisor/reporting agent combinations, see “To assign supervisor/reporting agent combinations to Real-Time Displays” on page 129.

The webadmin user cannot create real-time display filters.

You can use filters to specify the skillsets, applications, and agents that you want to see in your private real-time displays.

After you apply filters to the real-time displays, you no longer have to scan data not applicable to you. For example, if you are the supervisor in the Sales department, you can create a filter containing data applicable only to Sales and apply it to your private real-time displays.

You must create and save the filters in the Filters window of Real-Time Reporting before you can assign them to the real-time displays.



The webadmin user cannot create real-time display filters.

You can apply as many filters as you want to each display. However, if you include the same skillset or application in two or more filters on one real-time display, to accurately provide the total values, the system discounts duplicates in the total calculation. For example, on one real-time display, if you specify that filter 1 includes Toronto Sales, Toronto Marketing, and Toronto Customer Service, while filter 2 includes Toronto Sales, Montreal Sales, and Vancouver Sales, the network total includes only one Toronto Sales value.

After you create filters, you can apply them to your private real-time displays in the Filters tab.

Data elements appear in the display only if collected real-time statistics are available for the element. If no reported real-time statistics are available for the element, the element does not appear in the display.

For more information about configuring and assigning filters, see the Contact Center Manager Administration online Help for Real-Time Reporting.



To assign supervisor/reporting agent combinations to Real-Time Displays

When you customize an agent or skillset display, you can assign one or more supervisor/reporting agent combinations to the display. Unlike filters, which you create by specifying the agents, applications, and skillsets that you want to see, you cannot create supervisor/reporting agent combinations. Your administrator must assign the supervisor/reporting agent combinations in Real-Time Reporting to you so that you can apply them to your real-time displays.

When you customize an agent display on a server on which your administrator assigned a supervisor/reporting agent combination to you, click the Filters tab to see the list of filters that you created, and the supervisor/reporting agent combinations assigned to you. Each supervisor’s name on the Filters page represents a supervisor and all of the supervisor’s reporting agents.

To use both supervisor/reporting agent combinations and filters To include all your reporting agents in the display, as well as any additional agents included in the partition assigned to you, use filters and supervisor/reporting agent combinations. For example, to see all your reporting agents in the display, click the supervisor/reporting agent combination corresponding to your supervisor profile. To see additional agents, create a filter containing these agents and associate it with the display. When you launch the display, you see all your reporting agents and the associated agents you included in the filter.

ExampleThe following Standard Skillset display shows the Filters tab for that custom display, which contains filters the user created and a supervisor/reporting agent combination for supervisor Sandra Donnelly (and all her reporting agents).

ATTENTION If the supervisor/reporting agent combination and the filter assigned to a display each contain the same agent, then this agent appears twice when you launch the display. Therefore, to avoid duplicated data, configure the filter so that it does not contain any of the same agents as the supervisor/reporting agent combination.



Standard Skillset Display

To assign the supervisor/reporting agent combination, select the check box beside Sandra Donnelly.

Dynamic supervisor/reporting agent combinationsOne benefit of assigning a supervisor/reporting agent combination to a display is that these combinations are automatically updated to reflect the agents assigned to you. When you or another user assigns a new agent to you, the agent is automatically included in the corresponding supervisor/reporting agent combination, and, therefore, automatically appears in the display to which the combination is assigned.

Dynamic filtersBased on the type of partition that your administrator assigns to you, the information available for selection in the filters that you create can automatically update to reflect new agents assigned to you. For example, if your administrator assigns to you a standard partition containing all agents in Real-Time Reporting, then any filters that you create containing agents automatically update as you receive new agent assignments. However, if your administrator assigns to you a



custom partition containing specific agents on specific servers, then this information does not automatically update and your filter might not contain agents recently assigned to you. Contact your administrator if you are missing data in your displays.

To make public copies of Private Tabular Displays

After you customize a private real-time display, you can share it with other users by making a public copy of it. You can copy the display to the Public Tabular Displays folder on the same server as the private display, or across all servers to which you have access in the network.

Making a copy of a private display

1 In Real-Time Reporting, select the server on which the private tabular display resides.

2 Click the Private Tabular Displays folder.

Result: The folder expands.

3 In the expanded folder, select the display that you want to make public.

Result: The display appears in the right pane and the Properties tab is selected.

4 On the Properties page, in the Type in the name of your public display box, type a name for the public display.

5 Choose the server on which you want to copy the display. You can select the Across All Servers option or the This Server Only option.

6 Click Make Public Copy.

Result: The copied display appears under the selected server in the Public Tabular Displays folder. All users with access to the selected servers can use your display.

The copied display retains all your custom settings except filter information. Like all standard public displays, public copies of private displays contain no filter information. To add filters to these public displays, or to change them in any way, users must make private copies of them first.



To make public copies of Private Graphical Displays

After you customize a graphical display and save it in your Private Graphical Displays folder, and provided that you have the correct access class, you can share the display with other users by making a public copy of it. You can make public copies of all types of graphical displays except agent maps. You can copy the display to the Public Graphical Displays folder only on the selected server; you cannot copy graphical displays across all servers to which you have access in the network (unlike real-time tabular displays).

Making a copy of a private billboard or chart graphical display

1 In Real-Time Reporting, select the server on which the private tabular display resides.

2 Click the Private Graphical Displays folder.

Result: The folder expands.

3 In the expanded folder, select the display that you want to make public.

Result: The display appears in the right pane and the Properties tab is selected.

4 In the Type in the name of your public display box, type a name for the display.

5 Click Make Public Copy.

Result: The copied display appears under the selected server in the Public Graphical Displays folder. All users with access to the selected server can use your display.

The copied display retains all your custom settings except filter information. Like all standard public displays, public copies of private displays contain no filter information. To add filters to these public displays, or to change them in any way, users must make private copies of them first.

To make public collections and billboard collections

Collections and billboard collection displays can contain only public displays. Provided you have the correct access class, you create a new public display just as you create a new private display.



When you save a public display, you share it with all users who have access to Public Graphical Displays on the selected server. These users can launch the display and view its properties, but they cannot edit or delete the display. Only the creator of the display and the user webadmin can edit or delete the display.

After you make a public copy of a private display, only the administrator (when logged on as webadmin) can delete the display. To modify the display, you or any other user must first make a private copy of it.



Subtotals and totals in real-time display grids

The subtotals shown in the real-time display grids differ according to the type of display (nodal or network consolidated), and whether you applied filters to the display. You can choose the colors for the subtotal lines in the Properties tab. For more information, see “To configure private display properties” on page 121.

Nodal display subtotals and totalsIn nodal real-time display grids, you can see subtotals for each filter that you apply to the display, and a grand total for all of the site’s statistics at the bottom of the display.

For statistics such as Agents Staffed, Agents Active, Agents Not Ready, and Agents Idle, the displays do not show the totals because one agent is typically assigned to more than one skillset, which makes these totals misleading.



Network-consolidated display subtotals and totalsIn the network-consolidated real-time displays, the subtotals you see depend on the grouping of the three system columns: site name, filter, and element type (skillset or application name).

You can arrange the order of these three columns when you customize your private network-consolidated real-time displays. For more information, see “To configure private display properties” on page 121.



Three different grouping arrangements for these columns are available:

Filters followed by site names (servers in Contact Center Manager Server)—In this arrangement, you see a subtotal first for the filters, and then for each of the sites.

Filters followed by element type—In this arrangement, you see a subtotal first for the filters, and then for the element type.

Sites followed by filters—In this arrangement (see the following graphic), you see a subtotal first for the network sites, and then for the filters.

The network total at the bottom of the display shows a summary of all the statistics in the display. The system calculates the network total differently for each of the two types of statistics shown in the displays:

For raw statistics, such as the total number of calls answered, the network total is the sum of all filter group subtotals.

For calculated statistics, such as the average answer delay, the network total is the amount reached after adding up all individual statistics in the column and applying the appropriate formula to the sum. The subtotal values in the column are not used in this calculation.



Application Display subtotals and totals

If the filter includes some but not all of the four standard applications (Master script, ACD_DN_Application, NACD_DN_Application, Network Script), the total is marked with an asterisk (*) to denote that the figure presented is the sum of the individual rows in the display rather than a total number of the calls offered to a filter at a site. The asterisk (*) denotes that the total is an estimate as calls might route through the missing standard applications not included in the total, or some calls might be counted twice where they are included in the value for a standard application and a primary application in the filter.



Multipage displays

A real-time display that contains large amounts of data can be cumbersome to view. Contact Center Manager Administration makes it easy to view large displays. Whenever a real-time display contains more than 30 data elements, the system breaks it down into a multipage display, with each page containing a maximum of 30 lines of data.

When you launch a display with a large amount of data, a row of numbered links appears at the bottom of the display, with each link representing a page in the series. To view each page, click the numbered links, or use the Next and Prev (Previous) links. You can use this feature to flip from one page to the next without having to scroll through many lines of data.

ExampleYou launch the Standard Agent display for the Toronto site, a contact center with over 200 configured agents. In the resulting display, a numbered bar appears at the bottom of the display, indicating how many consecutive pages are available to view. Click any of the numbers to move from one page to another, or use the Prev and Next links.

When you sort the columns in a multipage display, you sort the columns across the series of pages, not just on the individual page.



The following graphic shows an example of one page in a series containing 10 pages.



Chart displays

You can launch two types of chart displays in Contact Center Manager Administration: summary charts and chart graphical displays that you configure and store in your Private or Public Graphical Displays folder.

Summary charts

You can launch summary charts only from the grid displays. This type of chart summarizes the statistics shown in the grid display from which you launch it, in either bar chart or pie chart format.

To launch a site summary chart, either click Site Summary in nodal grid displays, or click the site name in a network-consolidated display.

To launch a network summary chart, click Network Summary in a network-consolidated grid display.

Site summary chartsSite summary charts show a summary of the call activity at one site (one Contact Center Manager Server) in the network. You can launch these charts in either pie chart or bar chart format, and you can change the chart fill (either black-and-white pattern or color) by clicking Pattern or Color on the chart.



The following example shows a pie chart site summary for the Toronto site that was launched from the application display.

Network summary chartsNetwork summary charts show a summary of the statistics for all sites in the network in vertical stacked bar chart format only. These charts report the total value for each statistic in the network and do not take your filter settings into account. The statistics values for each site in the network are indicated by a separate color, or a different black-and-white pattern.



The following example shows a network summary chart launched from the Network Consolidated Skillset display.

Chart graphical displays

You can configure and store private chart displays in your Private Graphical Displays folder on the system tree under the server of your choice. These charts differ from the summary charts in that only you, the creator of the charts, can access them and change their properties.

Chart propertiesYou can create application, IVR, and skillset chart displays. When you create these custom displays, you can specify:

the statistics of your choice

whether you want to see the chart in color or black-and-white

the path for exporting a snapshot of the chart. For information about exporting, see “To export real-time displays” on page 158.

the data collection mode (either moving window or interval-to-date)



Additional properties for application and skillset chartsIn addition to the preceding properties, when you create your custom application and skillset chart graphical displays, you can choose:

multiple statistics for each skillset or application (for example, the Calls Waiting, Calls Answered, and Calls Abandoned statistics for the French_Sales skillset)

multiple statistics viewed for a summary of all the applications or skillsets within your partition on the selected server (for example, Calls Waiting, Calls Answered, and Calls Abandoned for all skillsets in your partition on the server), or across all servers in the network

multiple skillsets or applications for each statistic (for example, the number of Calls Waiting for each of the French_Sales, English_Sales, and Spanish_Sales skillsets). This type of chart is available only for nodal displays.

For summary chart skillset displays, the total for statistics such as Agents Staffed, Agents Active, Agents Not Ready, or Agents Idle is shown as zero (0) because one agent is typically assigned to more than one skillset, which makes these totals misleading.

Additional properties for IVR chartsWhen you create your custom IVR chart graphical displays, you can choose multiple statistics for a summary of all IVR queues on the selected server.

Chart formatsYou can specify the following chart formats:

Nodal chart displays—You can choose from horizontal or vertical bar chart or pie chart format.

Network-consolidated chart displays—You can choose from horizontal or vertical stacked bar format, or horizontal or vertical line plot format.



For a summary of all the chart formats for each element type, see the following table.

Element type Chart options (nodal)Chart options (network consolidated)

Agent Position Count

N/A Choose statistics for each summary (for example, view the Agents Idle, Agents Not Ready, and Agents Active for a summary of all skillsets in your partition across all servers).

Application Choose statistics for each application (for example, view the Calls Answered, Calls Waiting, and Calls Abandoned statistics for the Master_Script application, or for a summary of all applications in your partition on the selected server).

Choose applications for each statistic (for example, view the Calls Answered for the Sales, Marketing, and Support applications).

Choose statistics for each summary (for example, view the Calls Answered, Calls Waiting, and Calls Abandoned statistics for a summary of all applications in your partition across all servers).



IVR Choose statistics for IVR summary (for example, view the Calls Answered, Calls Waiting, and Calls Abandoned statistics for a summary of all IVR queues on the selected server).

Note: You cannot select a particular IVR queue; you can view only a summary of IVR queues on a particular server.

N/A

Skillset Choose statistics for each skillset (for example, view the Calls Answered, Calls Waiting, and Calls Abandoned statistics for the French_Sales skillset, or for a summary of all skillsets in your partition on the selected server).

Choose skillsets for each statistic (for example, view the Calls Answered for the Sales, Marketing, and Support skillsets).

Choose statistics for each summary (for example, view the Calls Answered, Calls Waiting, and Calls Abandoned statistics for a summary of all skillsets in your partition across all servers).

Element type Chart options (nodal)Chart options (network consolidated)



ExampleYou want to create a nodal application chart display that shows the real-time data for the Master_Script application on the Toronto server. You want to monitor the following statistics:

Calls Offered

Calls Answered

Calls Abandoned

Calls Given Terminate

Calls Waiting

When you open the New Graphical Display window, you type the name of the new display, choose the Toronto server, the Application element type, and the statistics for each application chart type.

Click Edit Properties to open the Chart Properties window, in which you can choose the application, select the statistics, type the title of the new graphical display, and choose the data collection mode.



Chart properties window

After you customize the display, click Submit to save your changes, and then click Launch to view the new graphical display.



The following example shows a skillset chart display in which the statistic Calls Answered is monitored for the three skillsets: Support, Sales, and Marketing.

For summary chart skillset displays, the total for statistics such as Agents Staffed, Agents Active, Agents Not Ready, or Agents Idle is shown as zero (0) because one agent is typically assigned to more than one skillset, which makes these totals misleading.



The following example shows a network-consolidated chart display in line plot format.



Graphical displays

In addition to chart graphical displays, you can also create the following types of graphical displays in Real-Time Reporting:

agent maps

billboards

collections

billboard collections

Agent maps

Agent maps are graphical displays that use blocks or rectangular icons to represent agents in the contact center. Each block contains details about the agent, such as the agent’s name, login ID, time in state, and current agent state.

Before you can create and launch an agent map, you must assign either a filter containing agents or a supervisor/reporting agent combination to the display. For more information, see “Agent maps and filters” on page 154.

Two different agent map views are available:

box view

icon view

When you first launch an agent map, it defaults to box view. In this view, all agent blocks are initially minimized, but you can still see the agent details in a small pop-up window by hovering your pointer over each block. Click the square icon in the upper-right corner of each box to maximize the box and see the agent’s details. The box background color represents the agent state, while the text color—if other than black—represents a threshold level (the box must be maximized to see the text).

When you configure the agent map, you can choose whether you want the text to flash in the box view when a threshold is exceeded.



Box view

Zoom optionIn box view, use the zoom option to resize agent map displays by making them smaller (75 or 50 percent of their normal size) or larger (125, 150, 200, or 300 percent of their normal size). The resizing option does not apply to agent maps when they are shown in icon view. When you resize an agent map, the text within the agent blocks is also resized, and the relative position of the icons is maintained. If you resize an agent map to 50 percent of its normal size, then the spacing between the agent map icons is reduced by 50 percent. To resize the agent map, select the appropriate size from the Zoom list.

Zoom list

Click Icon View to switch to icon view, in which each agent is represented by a small icon that changes color according to the agent’s state and whether a threshold value is exceeded.



Icon view

You can choose the colors for the threshold alerts, specify the way you want the agent name and login ID to appear in the icon header, and specify if you want the agent map to pop to the front when a threshold level is exceeded.

Hide logged out agentsWhen you customize your agent map, you can also choose whether you want to see agents who are currently logged off. If you do not want to see logged off agents in your display, select the Hide Logged Out Agents check box. When you launch the display, it only includes agents who are currently logged on.

Optional fieldsYou can add one of two optional fields when you configure your agent maps: the agent’s personal DN or the position ID. (You need not choose either of these values; they are optional.) When you choose one of these values, save your custom display, and then launch the agent map in box view, the value appears along with the other default values in each box.



Agent state colorsWhen you configure an agent map, you can choose the colors for each of the following agent states:

logout

undefined

busy

idle

not ready

on skillset call

on DN in call

on DN out call

When an agent’s activity changes, the background color in the agent’s block changes accordingly.

Agent icon header formatWhen you configure agent maps, you can also specify which of the following combinations to display in the icon header:

agent first name, followed by last name

agent last name, followed by first name

agent first name and login ID

agent last name and login ID

The following graphic shows the list in the Agent Map Properties window from which you can choose the icon header format.



Threshold alertsThreshold alerts are available for agent maps when the statistic values exceed the threshold values set by the administrator. You can choose a color for statistics that exceed the level 1 threshold value, and another color for statistics that exceed the level 2 value. When the threshold values are exceeded, the text in the maximized agent blocks (in box view), or the agent icon (in icon view), changes color accordingly. You can also specify whether you want the agent map to pop to the front when a threshold value is exceeded.

In box view, you must maximize the agent blocks to see the text change color when a threshold is reached; the text in the title bar of minimized agent blocks does not change color.

Agent maps and filtersBefore you can create and launch an agent map, you must assign either a filter containing agents or a supervisor/reporting agent combination to the display. To assign a filter containing agents, you must configure the filter on the selected server. You can assign agent filters to agent maps to show only a subset of the agents to which you have access (the agents included in the partition assigned to you). For example, you can create filters to correspond to different departments in the contact center.

Alternatively, if your administrator assigned a supervisor/reporting agent combination to you, then you can assign this combination to the agent map display to view all your reporting agents. You can assign either a filter containing agents or a supervisor/reporting agent combination: you cannot assign both simultaneously.

Linked displayWhen you customize your agent map display, you can choose which grid display to launch when you click Linked Display in the agent map. You can choose from all the displays to which you have access on the selected server (private, public, and standard displays).



To view agent detailsWhile viewing an agent map in box view, you can double-click any of the agent icons to launch a separate window listing details about the agent. The window displays the agent name, login ID, supervisor, position ID, and personal DN. You can double-click any of the agent icons shown in the display, for both logged on and logged off agents, to launch this details window.

To customize the agent map layoutYou can move the agent blocks around in the agent map to represent the seating plan at the contact center site. To resize the agent map, click and drag its border to the desired size. After you arrange the agent icons, click Save Layout to save your configuration.

To launch the real-time display grid that you chose to link to the agent map, click Linked Display. If you chose no display, then the Standard Agent display launches by default.

You cannot configure agent maps on the Network Control Center server.

For step-by-step procedures for creating and configuring agent maps, see the Contact Center Manager Administration online Help for Real-Time Reporting.



Billboards

When you configure a billboard, you can choose one statistic that you want to monitor closely, such as the number of calls waiting, and one skillset or application. Alternatively, you can select Summary to view:

a summary of all IVR queues on the selected server

a summary of the statistics for all applications or skillsets in your partition:

on the selected server (for nodal graphical displays)

across all servers in the network (for network-consolidated graphical displays)

For example, you can monitor the number of calls waiting for the Sales skillset. When you launch the billboard, the statistic appears as a large colored number that updates at the default refresh rate of 5 seconds.

You can configure billboards only for the nodal skillset, application, and IVR displays, and for all three network-consolidated displays. When you double-click the billboard, the corresponding real-time display grid appears.

You can specify the billboard title, select the statistic that you want to monitor, and choose the font colors for the statistic and the threshold levels. You can also choose the default background color. The default background color of billboard displays is shown until a threshold value is exceeded, at which time it changes to the color you specify for the threshold level, and the font changes to black. You can also specify if you want the billboard to pop to the front when a threshold level is exceeded.

When a billboard pops to the front, it only pops to the front of the browser session from which you launched it. Billboards do not pop in front of other browser sessions or other open applications on your desktop.

When you create skillset billboards and you select statistics such as Agents Staffed, Agents Active, Agents Not Ready, or Agents Idle, the total for this type of statistic across multiple skillsets can be misleading because agents are typically assigned to more than one skillset. Therefore, when you select any of these statistics and you choose the Summary option, the system notifies you that the statistic is not available when you launch the billboard.



The following example shows a billboard displaying the Service Level % statistic for the Standard Application display.

For step-by-step procedures for creating and configuring billboards, see the Contact Center Manager Administration online Help for Real-Time Reporting.

Collections

You can create four types of collection displays in Contact Center Manager Administration:

public or private collections—A collection is a grouping of real-time displays shown in the same window. The advantage of using collections is that you can monitor different displays and different types of statistics at the same time. If you choose to create a public collection, then you can share it with other users who have access to the server on which you created it. These users can launch the display. If you create a private collection, it is saved in your Private Graphical Displays folder and only you, the creator of the display, can access it.

public or private billboard collections—A billboard collection is a user-definable grouping of data windows that can include a combination of up to 25 billboard displays. Just like regular collections, if you choose to create a public billboard collection, then you can share it with other users who have access to the server on which you created it. These users can launch the display. If you create a private billboard collection, it is saved in your Private Graphical Displays folder and only you, the creator of the display, can access it.



When you configure a collection, you can specify a maximum of six displays of any type, except an agent map display or another collection. Each display in the collection functions according to its own settings and properties.

You can choose from only those displays that exist on the server on which you configure the collection. Therefore, you must configure the graphical displays on the server before you can include them in your collection.

To export real-time displays

In Real-Time Reporting, you can save snapshots of real-time displays for future reference by exporting them to the Contact Center Manager Administration server, to a network computer, or to your computer. The export location depends on the type of display that you export:

You can export snapshots of real-time display grids only to the Contact Center Manager Administration server.

You can export snapshots of summary charts and chart graphical displays to a location that you specify on a network computer or on your computer.



If you do not specify a custom location for exporting chart displays, the system automatically exports them to your desktop.

To export real-time display gridsWhen you view a real-time display grid, you can click Export to export a snapshot of the grid display to the Contact Center Manager Administration server.

The system saves the grid as an HTML file with the file name userid_prefix_date_time.htm.

The userid is your Contact Center Manager Administration server user ID.

The prefix is a title that you can give the display when you customize its properties (for more information, see “To configure private display properties” on page 121). If you do not specify a custom prefix, the system provides a default prefix.

The date_time is the timestamp when you export the display.

ExampleYour user ID is walshm, and you specify a grid export prefix for the Standard Agent display of StdAgt. You export the Standard Agent display to the Contact Center Manager Administration server on July 14, 2005 at 2:24:04 p.m. The system saves the file with the name walshm_StdAgt_20050714_142404.htm.

To access real-time display grid files that you export to the Contact Center Manager Administration server, you can use the Exported displays window in Real-Time Reporting. You can also use the Exported displays window to view all exported files, and to delete the files that you no longer want to keep. To view an exported file, click the file name. The file appears in a separate browser window.



Exporting summary chartsWhen you view a site summary or network summary chart, you can click Export BMP or Export JPG to export a snapshot of the chart to the location that you specified when you customized the corresponding private real-time display. You can choose to export the snapshot as a bitmap graphic with a .bmp extension, or a JPEG graphic with a .jpg extension. For information about customizing your displays, see “To configure private display properties” on page 121.

The system saves the network summary charts with the file name DisplayType_date_time.[file extension].

The DisplayType is either Ntwk_Skillset, Ntwk_Application or Ntwk_Agent PositionCount, depending on the display from which you launch the summary chart.

The date_time is the timestamp when you export the chart.

The file extension is either .jpg or .bmp.



The system saves the site summary charts with the file name DisplayType_sitename_date_time.[file extension].

The DisplayType is StandardSkillset, StandardApplication, StandardAgent, StandardNodal, StandardIVR, or StandardRoute, depending on the display from which you launch the summary chart.

The sitename is the name of the Contact Center Manager Server from which you launched the display.

The date_time is the timestamp when you export the chart.

The file extension is either .jpg or .bmp.

ExampleYou export the Network Consolidated Agent Position Status Count network summary chart as a .bmp file on June 29, 2000 at 2:23:07 p.m. The exported file name is Ntwk_AgentPositionCount_20000629_142307.bmp.

To access summary charts that you export, navigate to the location that you specified while customizing the corresponding network-consolidated or nodal real-time display. If you did not specify an export path, the file is exported to your desktop.

Citrix and exporting snapshots of real-time displays

If you are in a Citrix environment and do not have access to the desktop, you can export snapshots of a site summary chart from a real-time display to a shared network folder only. First, you must make a private copy of the display, and then type a valid export path to a shared network folder to which you have access, as described in the following procedure.

Configuring the path for exporting site summary charts

1 While logged on to Contact Center Manager Administration through a Citrix session, on the system tree, under the server containing the display that you want to customize, click Private Tabular Displays.

2 Click the display name.

Result: The Properties, Columns, and Filters tabs appear.

3 On the Properties page, in the Summary chart export path box, type the path to the shared network folder where you want to save snapshots of the



network or site summary charts (as .bmp or .jpg files). The path must be in the format \\<server_name>\<folder_name>\. For example, to save the summary chart on the server called Contact Center and in a shared network folder called Displays, type \\Contact_Center\Displays\. You must include the closing slash (\). If you do not include it, the chart does not save correctly.

4 Click Submit to save your changes.



Section A: Real-time statistics

Overview 164

Types of calls 165

Types of real-time statistics 168

Pegging agent state 174



Overview

The Contact Center Manager Server can collect the following types of real-time statistics:

agent

application

IVR (CS 1000/Meridian 1 switch only)

nodal call count

route

skillset

For a detailed description of the statistics shown in each real-time display, see the online Help included with Real-Time Reporting.

Data collection interval

Contact Center Manager Administration and Contact Center Manager Server offer two data collection intervals: moving window and interval-to-date.

Type Description

moving window

Contact Center Manager Server reports the last 10 minutes of activity.

interval-to-date The start time for statistics collection is user-configurable.

Statistics are accumulated for intervals from 15 minutes to 24 hours (incremented by 15 minutes).

Data collection is reset to 0 at the start of every interval.



Types of calls

This section describes the following types of calls: Contact Center Manager Server calls, Automatic Call Distribution (ACD) calls, Network Automatic Call Distribution (NACD) calls, and Directory Number (DN) calls. The system tracks calls and presents the corresponding statistics differently according to the type of call. For detailed descriptions of the types of real-time statistics shown in the Real-Time Reporting displays, see the online Help included with the application.

Contact Center Manager Server calls

Local Contact Center Manager Server calls are:

calls that arrive at a local CDN acquired by Contact Center Manager Server

calls presented to the Incalls key of a phoneset acquired by Contact Center Manager Server

Network Contact Center Manager Server calls are:

calls that arrive at a network CDN

calls offered to a remote site by the local Contact Center Manager Server

TrackingContact Center Manager Server calls are tracked from the time that a call notification message arrives from the switch until the call is:

abandoned

routed to the default DN

given Force Disconnect command

given Busy treatment

given Overflow treatment

given Queue to NACD treatment

given Queue to Network Skillset treatment, and then:

abandoned

answered



reaches a non-ISDN trunk

treated by the Network script at the remote site

released

transferred or conferenced out by an agent or resource

ACD calls

ACD calls are calls to an Automatic Call Distribution Directory Number (ACD-DN) that are presented to a phoneset acquired by Contact Center Manager Server. ACD calls are distributed to agents in an ACD group based on the routing table defined on the switch.

Networking statistics only contain calls controlled by the server. They do not include ACD calls.

On the CS 2x00/DMS switch, ACD call statistics include NACD calls.

TrackingFor ACD calls, the server does not record information about call activity on the switch. ACD calls are tracked from the time they are answered at a phoneset acquired by Contact Center Manager Server. Therefore, the server does not record the following statistics for ACD calls:

calls offered

calls waiting

calls abandoned (and abandon delay)

calls returned to queue

NACD calls

NACD calls arrive at the server through a network ACD-DN and are presented to a phoneset acquired by Contact Center Manager Server.

Delay and abandon statistics are not available for NACD calls.

On the CS 2x00/DMS switch, Contact Center Manager Server cannot distinguish between ACD and NACD calls. NACD calls are pegged as ACD calls.



TrackingFor NACD calls, the server does not record information about call activity on the switch. NACD calls are tracked from the time they are answered at a phoneset acquired by Contact Center Manager Server. Therefore, the server does not record the following statistics for NACD calls:

calls offered

calls waiting

calls abandoned (and abandon delay)

calls returned to queue

DN calls

DN calls are presented to the DN key of a phoneset acquired by Contact Center Manager Server. They are usually personal calls. The server only pegs DN calls in the agent performance statistics. Activity code and application statistics do not include DN calls. DN calls can also include outbound calls that the agent dials.

TrackingDN calls are tracked from the time they are answered at a phoneset acquired by Contact Center Manager Server. The server does not track activity for calls automatically redirected by the switch, including:

Hunting

Call Forward—Busy

Call Forward—All Calls

Call Forward—No Answer

For the CS 2x00/DMS switch, only one DN key can be configured in the Phoneset Properties sheet and monitored by Contact Center Manager Server. Activity on other DN keys is not reported.



Types of real-time statistics

The following section outlines the types of real-time statistics available in Contact Center Manager. For a complete listing of the real-time statistics and their definitions, see the Symposium Call Center Server Supervisor’s Guide for Release 3.0.

Agent statistics

Agent statistics provide information pertaining to a Contact Center Manager Server agent. The data fields are pegged based on agent activities. A supervisor can use these statistics to monitor an agent’s current state in the real-time displays.

Skillset Calls AnsweredDescription: The total number of skillset calls answered by agents at this site.

Type: Cumulative/Total

This total does not include the number of ACD or NACD calls answered by agents.

Directory Number In Calls AnsweredDescription: The total number of DN calls answered by agents at this site.


Directory Number Out Calls MadeDescription: The total number of outbound DN calls made by agents at this site.




Outbound Dialed Directory NumberDescription: The outbound directory number the agent dialed.

This field might not be accurate under the following conditions:

when the (outbound) dialed DN is an internal DN automatically redirected by the switch

when the (outbound) dialed DN is an external DN going through trunks that have no D-Channel

Data collection optionYour administrator can enable moving window or interval-to-date data collection for the agent statistics group.

Pegging thresholdsYour administrator can define agent threshold classes with different threshold values for settings such as On Hold and Reserve. Therefore, the value for On Hold and Reserve can vary from one agent to another. For more information about threshold classes, see the Contact Center Manager Administrator’s Guide.

Application statistics

Application statistics provide performance data for application. The statistics provide a means to monitor an application’s contribution to the operation of a contact center.

ScriptA script is defined as a set of instructions that relate to a particular type of call, caller, or set of conditions, such as time of day or day of week.

The Network_Script is not supported on the CS 2x00/DMS switch.

ApplicationAn application is a logical entity that represents a script for reporting purposes. The Master script and each script that it references (that is, each primary script) have an application with the same name as the script name.

The Network_Script application and the NACD-DN application are not applicable to the CS 2x00/DMS switch.



PeggingWhen a call enters Contact Center Manager Server, it is handled by the Master script. Most calls are handed off by the Master script to a primary script. The primary script can hand off the call to a secondary script. A description of calls handled by a Master script, a primary script, and a secondary script follows:

Calls handled by a Master script—If the call does not leave the Master script, all time delays and events (such as call treatments) are pegged against the Master_Script application.

Calls handled by a primary script—If a call is handed off to a primary script, all events occurring up to the handoff are pegged against the Master_Script application. Events that occur after handoff are pegged against the primary application.

Calls handled by a secondary script—If a call is handed off to a secondary script, all delays and events are pegged against the primary application.

Note: If a script is referenced by both the Master script and a primary or secondary script, calls passing through the script are pegged against the Master script.

Call traffic recordsIn real-time network call statistics, each site keeps records for all incoming and outgoing traffic taking place between applications at the local site and applications at the remote site.

Non-ISDN trunks and call informationIf a call encounters a non-ISDN trunk while being networked to another Contact Center Manager Server site, the call information that normally travels with the call does not reach the destination site. This means that the destination site cannot distinguish that the call came from the Contact Center Manager Server network. The destination site treats the networked call as a new call. The source site treats the network call as terminated.

Data collection optionYour administrator can enable moving window or interval-to-date data collection for the application statistics group.



Pegging thresholdsYour administrator can define application threshold classes with different threshold values for settings such as Calls Abandoned and Calls Answered After Threshold. Therefore, the value for Calls Abandoned and Calls Answered After Threshold can vary from one application to another. For more information about threshold classes, refer to the Contact Center Manager Administrator’s Guide.

IVR statistics

Interactive Voice Response (IVR) statistics, which apply only to the CS 1000/Meridian 1 switch, provide performance measurement information for each IVR queue. These statistics provide a means to monitor the usage of the port resources of an IVR queue from a real-time perspective.

RestrictionsIVR statistics might not be available if you use a third-party IVR application instead of a Meridian Mail application.

Data collection optionYour administrator can enable or disable moving window or interval-to-date data collection for the IVR statistics group.

Pegging thresholdsYour administrator can define IVR threshold classes with different threshold values for settings such as Calls Answered and Calls Answered Delay. Therefore, the value for Calls Answered and Calls Answered Delay can vary from one IVR ACD-DN to another. For more information about threshold classes, refer to the Contact Center Manager Administrator’s Guide.

Nodal statistics

Nodal statistics provide accounting information for each site. These statistics provide a means to monitor the nodal performance of call handling from a real-time perspective.

Network-related statistics are not available in CS 2x00/DMS nodal statistics.



Data collection optionFor contact center summary statistics, your administrator can enable but not disable moving window data collection; your administrator can enable or disable interval-to-date data collection.

Pegging thresholdsYour administrator can define a nodal threshold class with different threshold values for settings such as Calls Answered and Network In Calls Answered. For more information about threshold classes, refer to the Contact Center Manager Administrator’s Guide.

Route statistics

Route statistics apply only to the CS 1000/Meridian 1 switch. Route statistics provide all trunks busy (ATB) information for each route.

Data collection optionYour administrator can enable or disable moving window or interval-to-date data collection for the route statistics group.

Pegging thresholdsYour administrator can define route threshold classes with different threshold values for settings such as All Trunks Busy Time and Short Call. Therefore, the value for All Trunks Busy Time and Short Call can vary from one route to another. For more information about threshold classes, refer to the Contact Center Manager Administrator’s Guide.

Skillset statistics

Skillset statistics provide performance information on a per-skillset basis. These statistics provide a means to monitor the real-time performance of active skillsets that your contact center offers to incoming calls.

Data collection optionFor skillset statistics, your administrator can enable or disable interval-to-date data collection. Your administrator can enable but not disable moving window data collection.



Pegging thresholdsYour administrator can define skillset threshold classes with different values for the Service Level Threshold and the Length (Talk Time) of a short call. Therefore, the value for service level and short call length can vary from one skillset to another. For more information about threshold classes, refer to the Contact Center Manager Administrator’s Guide.



Pegging agent state

The following table shows how agent state pegs in reports for several different Incalls and DN key statuses. The table does not distinguish between internal and external DN calls, which peg separately for the Communication Server 1000/Meridian 1 PBX switch.

If the agent key status is Agent time pegs against the following states:

Incalls keyDN key(see Note 1) A

CD

/NA

CD

talk

tim

e

Bus

y on

DN

tim

e

Bus

y on

Mis

c. ti

me

Hol

d tim

e

Inco

min

g D

N c

alls

talk

tim

e

Net

wor

k ca

lls ta

lk ti

me

Not

rea

dy ti

me

Out

goin

g D

N c

alls

talk

tim

e

Rin

g tim

e

Talk

Tim

e

Wai

ting

time

Wal

kaw

ay ti

me

Idle No call present •

Idle Incoming DN call active

• •

Idle(see Note 2)

Incoming DN call on hold

• • •

Idle Outgoing DN call active

• •

Idle(see Note 2)

Outgoing DN call on hold

• • •

Idle Incoming DN call ringing

•

Idle(see Note 3)

DN key pressed •



Skillset contact alerting

Not Active •

Skillset contact alerting

Incoming DN call ringing

•

Active with Skillset contact

Not Active •

Skillset contact on Hold

Not Active • •

Active with skillset contact


• •

Skillset contact on hold

Incoming DN call active

• • •



• • •

Active with skillset contact(see Note 4)


• •


Outgoing DN call active

• • •



CD

/NA

CD

talk

tim

e

Bus

y on

DN

tim

e

Bus

y on

Mis

c. ti

me

Hol

d tim

e

Inco

min

g D

N c

alls

talk

tim

e

Net

wor

k ca

lls ta

lk ti

me

Not

rea

dy ti

me

Out

goin

g D

N c

alls

talk

tim

e

Rin

g tim

e

Talk

Tim

e

Wai

ting

time

Wal

kaw

ay ti

me





• • •

ACD/NACD call ringing

Not Active •

Active with ACD/NACD call

Not Active •

ACD/NACD call on hold

Not Active •

Not ready Not Active •

Not ready(see Note 5)

DN key pressed •

Not ready Incoming DN call active

• •

Not ready Incoming DN call on hold

• •

Not ready Outgoing DN call active

• •

Not ready Outgoing DN call on hold

• •



CD

/NA

CD

talk

tim

e

Bus

y on

DN

tim

e

Bus

y on

Mis

c. ti

me

Hol

d tim

e

Inco

min

g D

N c

alls

talk

tim

e

Net

wor

k ca

lls ta

lk ti

me

Not

rea

dy ti

me

Out

goin

g D

N c

alls

talk

tim

e

Rin

g tim

e

Talk

Tim

e

Wai

ting

time

Wal

kaw

ay ti

me



Note 1: Not Active for the DN key status means that no DN calls are present.

Note 2: (Communication Server 1000/Meridian 1 PBX) If the Alternate Call Answer feature is enabled, Waiting Time pegs in AgentPerformanceStat.

Not ready; agent activates Walkaway

Not Active • •

Skillset contact on hold; agent activates Walkaway

Not Active • • •

Active with incoming network Skillset contact (NSBR option)

Not Active • •

Incoming network Skillset contact on hold (NSBR option)

Not Active • • •

Active with Outbound request contact

Outgoing DN call active

•



CD

/NA

CD

talk

tim

e

Bus

y on

DN

tim

e

Bus

y on

Mis

c. ti

me

Hol

d tim

e

Inco

min

g D

N c

alls

talk

tim

e

Net

wor

k ca

lls ta

lk ti

me

Not

rea

dy ti

me

Out

goin

g D

N c

alls

talk

tim

e

Rin

g tim

e

Talk

Tim

e

Wai

ting

time

Wal

kaw

ay ti

me



Note 3:

Busy on Misc. time for Communication Server 1000/Meridian 1 PBX only.

Outgoing DN calls talk time for Communication Server 2100/DMS only.

Note 4: This does not peg if the active skillset contact is an outbound campaign contact.

Note 5: Outgoing DN calls talk time for Communication Server 2100/DMS only.



Section B: Network-consolidated real-time displays


Consolidated Agent Position Status Count display 181

Consolidated Skillset display 182

Consolidated Application display 183



Overview

With network-consolidated displays, you can view consolidated real-time data across a network of contact centers.

In a contact center network, each contact center site is represented by a server in Contact Center Manager Server. The Network Control Center (NCC) server acts as the central administration point for all servers in Contact Center Manager Server in the network, keeping track of which sites belong to your network, and the site names.

When you want to launch a network-consolidated real-time display in Contact Center Manager Administration, you must click to log on to the NCC server on the system tree. The network-consolidated display that you launch contains statistics for each site that the NCC server recognizes as being part of the network.

Contact Center Manager Administration includes the following three network-consolidated real-time displays:




Unlike the nodal real-time displays included with Real-Time Reporting, you cannot add custom formulas or new statistics columns to the network consolidated real-time displays. However, you can rename, rearrange, and delete the columns when you save copies of the standard public network-consolidated displays in your private displays folder. Threshold alerts also apply to the network-consolidated real-time displays, but you cannot choose custom colors for them. Instead, statistics in the displays that exceed the level 1 threshold value appear in yellow, while those that exceed the level 2 value appear in red.

This section lists the fields included in each of the standard public displays. For detailed descriptions of the fields, see the online Help included with the application.




In this display, you can view information about the number of agents across the network who are in service, waiting to receive calls, or not ready to receive calls, as well as statistics on the number and type of skillset and DN calls that the agents are handling.

On the CS 2x00/DMS switch, agents cannot press the Emergency key while they are in conference with another agent.

Column descriptions

The standard Consolidated Agent Position Status Count real-time display contains the following columns:

Site Name

Skillset Name

Agents Waiting

Agents in Service

Agents not Ready

Agents on Skillset Calls

Agents on Network Skillset Calls

Agents on Other Skillset Calls

Agents on DN Calls

Agents on ACD-DN Calls

Agents on NACD-DN Calls




In this display, you can view the number of local and incoming network calls handled by each skillset defined in all contact centers across a network. For example, you can see the number of calls handled in each contact center by agents with the Marketing skillset.

Column descriptions

The standard Consolidated Skillset display contains the following columns:

Site Name

Skillset Name

Total Calls Waiting

Total Calls Offered

Total Calls Answered

Total Calls Abandoned

Total Calls Average Answer Delay—The average answer delay for all calls answered by agents with this skillset. Formula: Total Calls Answered Delay / Total Calls Answered.

Service Level Percentage—The service level percentage calculated for this skillset based on the number of CDN and networking calls answered and abandoned. Formula: {1– [(Total Calls Answered After Threshold + Total Calls Abandoned After Threshold) / (Total Calls Answered + Total Calls Abandoned)] * 100}

Network In Calls Waiting

Network In Calls Offered

Network In Calls Answered

Maximum Waiting Time

Longest Waiting Time Since Last Call




In this display, you can view the number of local and incoming network calls handled by each application within all contact centers across a network. For example, you can see the number of calls handled in each contact center by the Marketing application.

Column descriptions

The standard Consolidated Application display contains the following columns:

Site Name

Application Name

Total Calls Waiting

Total Calls Arrived

Total Calls Answered

Total Calls Abandoned

Average Answer Delay—Formula: Total Calls Answered Delay / Total Calls Answered)

Service Level Percentage—The value is calculated for this application based on the number of CDN and networking calls answered and abandoned. Formula:}1- [(Total Calls Answered After Threshold + Total Calls Abandoned After Threshold) / (Total Calls Answered + Total Calls Abandoned)] * 100}

Network Out Calls Waiting

Network Out Calls Requested

Network Out Calls Routed

Network Out Calls Answered

Network Out Calls Abandoned

Network Average Answer Delay—The average answer delay for all calls networked out from this application and answered at remote sites. Formula: Network Out Calls Answer Delay / Network Out Calls Answered




C h a p t e r 5


In this chapterWhat is new in Agent Desktop Display 186

About Contact Center Manager Agent Desktop Display 187

Display formats 188

Real-time statistics column descriptions 189


Agent Desktop Display Standard 9.07

What is new in Agent Desktop Display

The following Agent Desktop Display features are new:

Agent Desktop Display (ADD) does not require agents to be logged on—If the Agents phoneset login required for ADD check box is clear in the Server Configuration Parameters for ADD window, agents can log on to Agent Desktop Display when not logged on to a phoneset. The display still shows skillset information for the agent regardless of whether they logged on to their phoneset and Agent Desktop Display. If the agent logs off their phoneset, Agent Desktop Display does not close down.

ability to hide title bar in one-line display—You can now right-click the title bar of the one-line displays and select Show Title Bar to show or hide the title bar. You can also drag and drop the display to any location on your desktop.

space between the columns is reduced—The space between columns (NOTRDY AGENTS, INSRV AGENTS, CALLS WAIT, and MAX WAIT) in displays is reduced, where possible. This results in a smaller display size.


October 2007 Agent Desktop Display

About Contact Center Manager Agent Desktop Display

Agent Desktop Display is a Windows-based tool that provides skillset monitoring to Contact Center Manager Server agents. Agents or supervisors can log on to Agent Desktop Display using their phoneset logon ID and view statistics for each skillset to which they belong.

You can configure Agent Desktop Display to monitor skillsets on a single Contact Center Manager Server only. To monitor skillsets across multiple Contact Center Manager Servers, Nortel recommends using a consolidated real-time display and projecting this display on a whiteboard or screen.

The application continually verifies that the agent is logged on to the server in Contact Center Manager Server by checking with the Contact Center Manager Administration server once every minute. It also checks the list of skillsets assigned to the logged on agent once every 3 minutes and updates the display accordingly.

Before you or any of your agents can use Agent Desktop Display, your administrator must install and configure the software on the Contact Center Manager Administration server and on each client PC used to access the displays. You must also have the Real-Time Reporting component installed and configured on the Contact Center Manager Administration server for Agent Desktop Display to function properly.



Display formats

Users can view two types of display formats:

tabular displays—The tabular format for Agent Desktop Display appears as a window with several columns. This window can be moved, minimized, resized, closed, or set to always stay on top of the desktop like any standard Microsoft window.

one-line displays—In the one-line display, you can view the summary real-time statistics for each skillset to which you currently have access. Every 5 seconds, a new skillset and its associated statistics appear in the one-line display. The skillsets continuously change, enabling you to view all of your skillset statistics, one skillset at a time. To see the full name of each statistic, hover your pointer over each of the statistics headings. A box appears, listing the full statistic name.

To switch between the one-line display and the tabular display, right-click the window and select the display type of your choice from the resulting menu. You can also choose the language for the statistic names and menu items shown in the display. For more information about using Agent Desktop Display, right-click in the display and select Help from the resulting menu.



Real-time statistics column descriptions

Each skillset listed in Agent Desktop Display can display any one of the following listed statistics on the client PC.

Skillsets assigned the Standby priority are not displayed in Contact Center Manager Agent Desktop Display.

Statistic Display name Description

Calls waiting CALLS WAIT The number of local and incoming network CDN calls currently waiting to be answered by agents in each skillset to which you are currently logged on.

A call is counted more than once if it is queued to more than one of the skillsets to which you are logged on.

Total calls answered CALLS ANS The number of local and incoming network CDN calls answered by agents for the selected skillset.

Total calls answered delay

ANS DELAY The amount of time in seconds that all local and incoming network CDN calls waits before an agent with this skillset answers. Waiting time is measured from the time at which the calls enter the queue to the time when agents answer the calls.

Maximum waiting time

MAX WAIT The amount of time in seconds that the oldest local or incoming network CDN call waits for an agent in the selected skillset to answer the call.



Calls answered after threshold

ANS THRESH The number of local and incoming network CDN calls answered after a delay greater than or equal to the service level threshold for this skillset.

Network calls waiting NTWK WAIT The number of incoming network calls currently waiting for an agent in this skillset to answer.

Network calls answered

NTWK ANS The number of incoming network calls that agents in the current skillset answer.

Agents available AVAIL AGENTS The number of available agents in this skillset who are logged on and in Wait state.

Agents in service INSRV AGENTS The number of agents logged on and assigned to this skillset.

Agents are counted more than once if they are logged on to more than one of the skillsets that you can view.

Agents not ready NOTRDY AGENTS

The number of agents who are logged on to this skillset and whose state is Not Ready.

Agents on skillset call SKLSET CALL The number of agents currently on a call queued to this skillset.

Agents on network skillset call

NTWK SKLSET The number of agents assigned to the current skillset who are answering incoming network skillset calls.




Agents on other skillset call

OTHER SKLSET The number of agents assigned to the current skillset and active on calls for other skillsets.

You can assign agents to multiple skillsets. Other skillsets might be local skillsets designed specifically for call handling at your location, or network skillsets assigned from any site.

Agents on DN call DN CALL The number of agents logged on to this skillset who are currently handling DN calls.

Agents on ACD-DN call

ACDDN CALL The number of agents assigned to this skillset who are currently handling ACD-DN calls.

Agents on NACD-DN call

NACDDN CALL The number of agents assigned to the current skillset who are answering networked ACD-DN calls.

Expected wait time EXPECT WAIT The time that a new local or incoming network CDN call is expected to wait before an agent with this skillset answers it.

Longest waiting time since last call

LWT LASTCL The longest waiting time of all idle agents currently waiting to answer calls for this skillset. The time is calculated since the agent’s last call. The timer for idle time is reset to zero (0) when an agent answers a call.




Display thresholds

All display thresholds have two values—the low end (Level 1) and the high end (Level 2) of the normal range of activity. Your administrator can define these values in the Configuration component of Contact Center Manager Administration.

In the Contact Center Manager Agent Desktop Display application, your administrator can use colors (red, yellow, and green) to identify whether the value of the statistic shown in the display is less than the low value, between the low and high value, or greater than the high value. The administrator must configure these threshold colors on the Agent Desktop Display server component on the Contact Center Manager Administration server. For more information about configuring the Agent Desktop Display, see the Contact Center Manager Administration Installation and Maintenance Guide, or consult the Agent Desktop Display online Help.

Longest waiting time since login

LWT LOGIN The longest waiting time of all idle agents currently waiting to answer calls for this skillset. The time is calculated since the agent logged on. The timer begins logging wait time when an agent logs on to the current skillset and resets to zero (0) when the agent answers a call.

Skillset state SKLSET STATE The current state of this skillset.

Values:

INSVC = In Service

OUTSVC = Out of Service

Agents unavailable UNAVAL AGENTS

The number of logged on agents currently unavailable to take calls.




If your administrator does not set the threshold levels for the statistic in the Configuration component, then the statistic values appear in white in the Agent Desktop Display.




C h a p t e r 6


In this chapter What is new in Historical Reporting 196

Overview 198


To work in Historical Reporting 200

Types of reports 211

To use reports to monitor your contact center 216

Section A: Managing reports 219

Section B: Using reports 259


Historical Reporting Standard 9.07

What is new in Historical Reporting

The following Historical Reporting features are new:

view and print historical report schedules—In the Scheduled Events window, you can view and print all reports that you scheduled. An administrator can view and print the schedules of all reports scheduled by all users.

synchronize changes made to original report templates on network drives with the imported report template—When you create a report on a computer in your network and import it into Contact Center Manager Administration with the Template Importing Wizard, a copy of the report is stored on the Contact Center Manager Administration server. When you schedule or run this report, you do not require access to the original report template because the imported copy runs from the Contact Center Manager Administration server.

However, if you make changes to the original report on the network computer after you import it, these changes do not appear on the imported report unless you select Synchronize report template from the network drive in the Template Importing Wizard. If you select this value when importing the report, when you subsequently run the imported report in Contact Center Manager Administration (either ad hoc or scheduled), if the original report changes, the changes synchronize with the imported report before the report runs. This process is automatic and invisible to the user.

print Access and Partition Management information—The Historical Reporting component includes four additional configuration reports from which you can print out a list of users, their access levels, and partitions, as well as the complete list of partitions, access classes, and report groups. The reports are the Users report, Access Classes report, Partitions report, and Report Groups report.

Report Creation Wizard—When you install Contact Center Manager Administration, it now includes Report Creation Wizard and its associated files, and Crystal Report Viewer 10. Report Creation Wizard provides an interface through which you can create and modify custom historical reports for products within the Contact Center Manager portfolio. Report Creation Wizard integrates with Contact Center Manager Administration


October 2007 Historical Reporting

and supports the creation and modification of reports from Nortel product data sources that are ODBC compliant.

New IVR reports for CS 2x00/DMS—The following standard reports are available: IVR Queue and Port Properties (in the Configuration folder), IVR Port Statistics (in the Other folder), and IVR Queue Statistics (in the Other folder).



Overview

Reports help you monitor your system performance by providing information about system activity. You can use reports to:

analyze productivity and efficiency

assess staffing requirements

identify trends

identify seasonal behavior

forecast future activity

enhance service

Forecasting is especially helpful for predicting changes in contact center traffic. For example, if a retailer’s annual summer sale traditionally brings higher call volumes, detailed reports can help the contact center prepare for future sales. Similarly, tracking seasonal business trends makes it easier to manage staffing requirements from one year to the next.

To create reports

When you customize one of the standard public report templates included with Contact Center Manager, you create a user-defined report. When you create a user-defined report, you specify:

general report information—including the report name

selection criteria—the entities to include in the report (for all reports you can choose from the filter elements applicable for the type of report; for network-consolidated reports, you can also choose from among the filters that you saved [if any])

report schedule—when the report is to be generated

data range—the data collection period for the report

output options—the printer or file to which the report is sent





Access classes—Access classes define what access rights or privileges a user has. For example, a user might have only view access of agent properties.

Partitions—Partitions define what data a user can see within Contact Center Management, Real-time Reporting, and Historical Reporting. For example, a user might see only a selection of agents configured on a Contact Center Manager Server, such as all the agents reporting to a particular supervisor.

If you cannot access particular operations or views, or if you cannot view data elements (for example Agents, CDNs, or Report Groups), contact your administrator to request extra permissions for your user account.




To work in Historical Reporting

Use the Historical Reporting component to produce nodal and network-consolidated reports detailing the past performance of the contact center. In Contact Center Manager Administration, you can specify the data range of the reports, schedule them to run at a specific time, and apply selection criteria to them.

You can schedule many reports for the same schedule time, but only five scheduled reports are processed at the same time. Remaining reports waiting in the queue and are processed on a first-in-first-out basis to give higher priority to the ad hoc reports.



Public, private, and shared reports

Historical Reporting contains up to three main folders where reports are stored under each server on the system tree: the Public Report Templates folder, the Group folder, and the Private Report Templates folder.

Public Report Templates folderThe Public Report Templates folder includes all the standard report templates shipped with Contact Center Manager. The templates are stored in subfolders, each corresponding to a public report group listed in the Access and Partition Management component of Contact Center Manager Administration. Your administrator can restrict your access to public report templates by including only a portion of the public report groups in the partition assigned to you. Your administrator can give you access to a maximum of seven subfolders (public report groups):

Agent Performance

Call-by-Call

Configuration

Multimedia

Others

Networking

Outbound

NCC (only on the NCC server)

The current release of the Communication Server 1000/Meridian 1 PBX switch supports networking over ISDN trunks only.

The report groups that you can see and access depends on the access privileges assigned to you by your Contact Center Manager Administration server administrator. For details, see the Contact Center Manager Administrator’s Guide.

You can run the public reports on an ad hoc basis, or you can save copies of the reports in your private or shared Report Group folders.



Report Group folderUse the Report Group folder to store shared reports. The Report Group folder name corresponds to a custom report group. Your administrator can create custom report groups in Access and Partition Management and grant you access to custom report groups. Only users assigned access to a specific custom report group can use that specific Report Group folder in Historical Reporting.

Users belonging to the same group can use Report Group folders to share their custom reports. You can customize a standard public report template and save it in your Report Group folder so that other members of your group can use the same custom report. Members of your group can open your custom report and run it on an ad hoc basis. Your Contact Center Manager Administration server administrator can also delete reports from shared Report Groups (custom report groups).

Administrators can create custom report groups to reflect each department in your contact center, such as the Sales Group or the Marketing Group. They can also create group folders for each company sharing a bureau contact center. In this scenario, the custom reports for each company are in separate folders, which only members of the group can access.

Administrators can also use Report Groups to give a user access to a limited number of reports. For example, if an administrator does not want to give a user access to any of the standard report templates, the administrator can create a custom report group and add it to the partition assigned to the user. When the user launches Historical Reporting, the user sees only the custom report group folder and only those reports that other members of the group saved in the Report Group folder.

Private Report Templates folderWhen you customize a public or shared report, you can save it in your Private Report Templates folder if you do not want to share your report with other users. Only you, the creator of the report, can access the report when it is in your Private Report Templates folder. If you want to share a private report with members of your group, you can save a copy of it in your Report Group folder.



Access and Partition Management Reports

From the Configuration folder on the Administration server, you can choose from four Access and Partition Management reports to run:

Access Classes

Report Groups

User Defined Partitions

Users

You cannot import customized reports or Report Creation Wizard reports on the Administration server. You can save Access and Partition Management reports in your private report templates folder for scheduling purposes. These private Access and Partition Management reports can also be run on an ad hoc basis.

To access configuration reports on the Administration server you must be one of the following:

the WEBADMIN

a Contact Center Management Administration User with Full Data Across All Servers

a Contact Center Management Administration User with All Data on the Administration server

a Contact Center Management Administration User with access granted to Standard Configuration Reports on the Administration server

Users with above access privileges can run these reports with all of the data configured in Access and Partition Management.

Access Classes report formatData for each Access Class is displayed on a separate page. The main rows displayed in the Access Class report are:

Access Class Name—Contains the access class name

Members—Contains the users assigned to the access class

Access Class properties—Shows access rights for each server



Partitions report formatData for each Partition is displayed on a separate page. The main rows displayed in the Partition report are:

Partition Name—Contains the user defined partition name

Members—Contains the users assigned to the User Defined partition with rights on Contact Center Management, Historical Reporting and Real-Time Reporting components

Server Name—Shows data allocated for all Contact Center Manager Servers for the partition, for example, Agents, Skillsets, Report Groups, Applications, CDNs (Route Points) and DNISs.

Report Group report formatReport Group data on each Contact Center Manager Server configured on the Contact Center Management Administration server is displayed on a separate page. The main rows displayed in the report body are:

Server—Contains the Contact Center Manager Server name

List of report groups—Contains the list of report groups (standard and user defined)

Report Group row—Contains report group name, partition allocated to this report group and user report saved under the report group (reports displayed only for user defined report groups).

Users report format The Users report can be printed or displayed for each Contact Center Management Administration user configured on the Contact Center Management Administration server. The main rows displayed in the report body are:

User Name—Contains the Contact Center Management Administration user details

Basic Access Rights—Contains the basic access rights for each Contact Center Management Administration component

Access Classes—Lists the name of the access classes allocated to this user

Partitions—Show whether user has Full data access across all server

Data per server—Shows partitions data for each server for the user including Standard partitions and supervisors.



User defined partitions—Show the user defined partitions and component level access on the partitions for this user.

Historical Reporting and the Contact Center Manager Administration server

Contact Center Manager Administration includes the same standard report templates that were available on the Symposium Call Center Server client (Classic Client). However, instead of being installed on the client computer, the report templates in Contact Center Manager Administration are on the Contact Center Manager Administration server, and are available to all users who have reporting access.

When you customize reports and save them, you save them on the Contact Center Manager Administration server. Centralized storage greatly reduces the amount of space required on the client workstations to run Historical Reporting.

The report scheduler on the Contact Center Manager Administration server generates scheduled reports, making it unnecessary to have a client workstation on and running the report listener at all times. Because the Contact Center Manager Administration server is always on and receiving data from Contact Center Manager Server, the client no longer must be connected to Contact Center Manager Server to generate a scheduled report.

Historical data and partitions

When your administrator gives you access to use Historical Reporting, the administrator also determines the agents, applications, skillsets, CDNs (Route Points), DNISs, and report groups that you can see in your reports by creating a partition containing these elements and assigning the partition to you. Therefore, if you work in a networked environment and have access to more than one server on the system tree, your administrator must grant you access to each server. If you can see data on one server on the system tree, but you cannot access another server, contact your administrator.

If the administrator assigns you full access on any server, then you can see all contact center data and all public report templates on all servers to which you have access.



Selection criteria and filter elements

When you run an ad hoc public report, or when you create a custom report, you can choose the filter elements (the data) that you want to see in the report by defining the selection criteria. You can choose from all elements to which the administrator granted you access.

The filter elements available (for example, agents, skillsets, or applications) depend on the type of statistics included in the report. For example, the Agent Performance report contains two types of filter elements: Agent Name and Agent Login ID. In this case, both filter elements appear in one table in the Available section. If you do not select any filter elements, then all data that you have access to appears in the report.

If you select multiple filter elements, then only those that satisfy all filter criteria appear in the report. For example, if you choose to report on five agents and three activity codes, if one agent did not use any of the activity codes, then that agent is not included in the report.

The list of available agents includes those in the partition and supervisor/reporting agent combinations assigned to you. Select the check box beside each agent that you want to view in the report and then click Update Selection Criteria.

You can choose individual agents to view in your historical reports. In Historical Reporting, when you select a report containing agents, the table of available agents always lists the most current agents assigned to you.



However, if you customize and save a historical report, the selection criteria in your saved report is not automatically updated, meaning that you might have access to more agents by the time you run the report. It is always a good idea, therefore, to check the agents in the Available table before running your custom report to see if you want to add new agents assigned to you.

Filters

Use the filters feature to select the sites and resources to include in a network-consolidated report. After you create and save a filter, you can apply it to both standard and private network-consolidated historical reports to view only the information that you specify in the generated report. When you connect to a Network Control Center server and open a network-consolidated report, the Selection Criteria area includes a list of the available network sites and any available filters that you defined and saved.

You can also use filters that your administrator imported from the Symposium Call Center Server Classic Client. While each of the Classic Client filters contains only one type of data—either skillsets, applications, route numbers, route names, DNIS numbers, or DNIS names—you can add different types of data to these filters after they are imported into Contact Center Manager Administration by using the filters pages in Historical Reporting.

To create filters

When you create a filter, you can specify the applications, DNISs, routes, and skillsets to see in both standard and private network-consolidated historical reports. You can choose from among those items included in the partition assigned to you. You can select multiple resource items across multiple sites in your network and save them in one filter.

For more information about creating filters, see the Contact Center Manager Administration online Help for Historical Reporting.

Date format in the reports

You can configure the date format you want to display and print on ad hoc and scheduled reports.



Reports use the short date format set up on the client PC. You can set the short date format in Regional Options.

Setting the short date format on Windows XP

1 Select Start > Settings > Control Panel.

Result: The Control Panel window appears.

2 Double-click Regional and Language Options.

Result: The Regional and Language Options window appears.

3 Click the Regional Options tab.



4 Click Customize.

Result: The Customize Regional Options window appears.

5 Click the Date tab.

6 From the Short Date format list, select the date format you want to use for reports. You can also type the date format.

7 Click Apply.

8 Click OK.

9 Click OK to close the Regional and Language Options window.

After you set the date format on the client PC, all your standard ad hoc and scheduled reports use this short date format. The date always prints as numeric text on the reports. Month names do not print. For example, if you chose a short date format of dd-MMM-yy, the date printed on a report for 18-Sep-05 is 18-09-05.

If you reschedule a report from another client PC, the date format set on that client PC is used for your scheduled report. This is also applicable for ad hoc reports.



The client PC date format is applied only to standard reports. Imported, user created, and Report Creation Wizard reports print the date fields in the format as designed by the user while creating these reports.



Types of reports

There are two ways to classify the reports in Historical Reporting:

who created them

what type of information they contain

Who created the reports

The following sections describe the reports that users can create.

Public report templatesPublic report templates are the standard reports installed with Contact Center Manager. You cannot schedule public report templates, but you can run them on an ad hoc basis. You can modify the report data range and add selection criteria when you generate the report. All other report information is fixed.

User-definedYou create a user-defined report by using a public report template or another user-defined report and saving a copy of it in your Private Report Templates folder, or in your Report Group folder (if you have access to a group folder). You can schedule user-defined reports, define selection criteria, and modify any report information (except predefined database information).

user createdA user created report is a custom Contact Center Manager Server report created with Crystal Reports 9.0 or later. You can import user created reports one at a time into Contact Center Manager Administration using the importing tool in Report Creation Wizard. For more information, see “To import and edit a Report Creation Wizard report” on page 315.



To import a report template, see the following procedure. When you import a report template, it is stored on the Contact Center Manager Administration server. However, you access the report template by opening your Private Report Templates folder under the Contact Center Manager Server to which you imported the report template. To share the report template with other users, you must save the report template to your Report Group folder (if you have access to a Report Group folder).

Importing a Contact Center Manager Server report template

1 Launch Historical Reporting from the launchpad.

2 In the System Tree, click a server to which you want to import your user created report.

You cannot import reports to the Administration server. This server is available only to generate Access and Partition management reports for Contact Center Manager Administration.

3 From the menu bar, select Report > Import.

Result: The Template Importing Wizard window appears in a new window.

4 Click Next.

5 Select the Synchronize report template from the network drive check box. This is optional.

If this check box is selected at the time of import, the Contact Center Manager Administration server synchronizes the user created reports from the source network drive every time you modify the report using Crystal Reports software on the network drive. That means if you modify your source report template on the network drive or PC, you do not need to reimport the report to the Contact Center Manager Administration server. To use this option, make sure the network PC is preconfigured to use this feature. See the Nortel Contact Center Manager Installation and Maintenance Guide or contact your administrator for details.

6 In the Directory and folder name box, type the network path of the report template as follows: \\<Network PC name>\<shared folder name>\<report template name.rpt> or click Browse to browse to the report.

Result: The Contact Center Manager Administration application saves the following information:

Network path (TemplatePath) of the report template



Last modified date (LastModified) of the report template

The Contact Center Manager Administration server uses TemplatePath and LastModified data to copy the report template from the network drive to the Contact Center Manager Administration server (if the report template is modified on the network drive after import).

7 In the Template Name box, type the name of the report.

8 From the Report is based on the following data list, choose one of the following options: Historical, Configuration, or Parameters.

9 In the Database Alias box, type the database view name that this report is based on for the report SQL query.

10 In the Timestamp box, type a timestamp.

The Database Alias and Timestamp is required only if you import a Historical report.

11 From the Report Data Range list, select a data range. The choices are Interval, Daily, Weekly, and Monthly.

12 Click Next.

13 Click Finish to complete the import.

When you import a user created report based on historical data (as opposed to configuration data), use the Template Importing Wizard to choose the type of data range for the report. For historical user created reports, you can choose from all four data range types: interval, daily, weekly, and monthly. After you import the report, click on the report in your Private Report Templates folder to further define the data range, schedule the report, and specify the output options.

Unlike user-defined reports, you cannot change the data range type for user created reports that you import with the Template Importing Wizard. After you choose the type of data range and import the user created report, the data range type remains the same. For example, if you import the report with a daily data range, you cannot change it to weekly. However, you can choose from all the same daily data range options as you can with user-defined reports. To change the data range type for a user created report, you must import the report again with the new data range type.

For more information about creating custom reports, see the Contact Center Manager Historical Reporting and Data Dictionary.



You can also use the Template Importing Wizard to import existing custom Contact Center Manager Server report templates, one at a time, into Contact Center Manager Administration. For more information about using the wizard, see the Contact Center Manager Administration online Help.

User created parameter reportsYou can also use the Template Importing Wizard to import parameter reports that you created with Crystal Reports into Contact Center Manager Administration. To do so, you must select Parameters from the Report is based on the following data list, and then follow the prompts in the wizard to import the report. A parameter report is a Crystal Reports template with special parameter fields that require the user to enter or select data at the time of running the report. Some examples of parameter fields that require user input are the date and time fields.

Just like other user created reports that you import, the default location for storing parameter reports is your Private Report Templates folder. After you import the parameter report, select the report in your Private Report Templates folder under the same Contact Center Manager Server to which you imported the report, select parameter values, and then run the report. To share the report template with other users, you must save your imported parameter report to your Report Group folder (if you have access to a group folder).

Because parameter reports require user input at run time, you can run these reports on an ad hoc basis only; you cannot schedule parameter reports. When you save the parameter report, selected parameter values are not saved. Instead, you must select the parameter values each time you run the report.

For more information, see “Working with parameter reports” on page 242.

What type of information the reports contain

This section describes the type of information in historical reports and configuration reports.

Historical reportsHistorical reports provide information about the past performance of the contact center. Two types of historical reports are available:



summarized historical reports—These reports contain totals accumulated over a period of time (usually 15-minute interval, day, week, or month).

event (or detail) reports—These reports contain detailed information about each event that occurred.

Configuration reportsConfiguration reports contain information about how your system is configured. You can use them as a reference when you make changes to your system.

Contact Center Manager Administration provides four new configuration reports under the Administration server. These reports print data configured in the Access and Partition Management component. The four reports are:

Access Classes

Report Groups

User Defined Partitions

Users

For details, see the Contact Center Manager Historical Reporting and Data Dictionary.



To use reports to monitor your contact center

Contact Center Manager Administration provides a large number of standard reports that you can use to monitor the efficiency of your contact center over time. This section lists some common questions supervisors have, and tells you which report you can use to find answers.

Which agents need assistance and training?

As a contact center supervisor, you must be able to identify agents with the following problems:

Problem Report

Unusually long talk time—This can indicate that the agent is having difficulty responding to customer requests. (It might also indicate that the agent is handling more complex calls than other agents.)

Agent Average Calls Per Hour

Agent Performance

Agent Average Calls Per Hour, Bottom 5

(Use the Agent By Activity Code report to determine the complexity of the calls handled by the agent.)

Unusual number of short calls—This can indicate that the agent is terminating or redirecting calls to meet call quota targets.

Agent Short Calls

Agent Performance

Agent Average Calls Per Hour, Top 5

Unusual number of transferred or conferenced calls—This can indicate that the agent is having difficulty responding to customer requests, or is redirecting calls to meet call quota targets.

Agent Transferred/Conferenced Activity

Agent Performance

Unusually long talk time or unusual number of short, transferred, or conference calls for a specific skillset—This can indicate that the agent does not have the skills required for a skillset.

Agent By Skillset Performance

(Compare the same agent in several skillsets, and different agents in the same skillset.)



To balance call distribution, your contact center administrator can reconfigure parameters such as Agent Idle Time Preference, adjust agent skillset priorities, or redesign the call flow (adding or changing scripts, adding or removing skillsets, and changing skillset assignments).

Do I have enough agents assigned to each skillset?

To identify underserviced skillsets, use the Skillset Performance report. Look at the following statistics:

Skillset Answered—Shows the call volume for the skillset. Skillsets with high call volumes probably need more agents. (You might want to take into account the average call length for the skillset.)

Average Answer Delay—Shows how long, on average, callers waited in the skillset queue. Skillsets with long delays might need additional staffing.

Skillset Answered After Thresh—Shows how many calls were answered after the service level threshold for the skillset. Compare this total with your department’s targets. If it is too high, you might need additional staffing.

Over- or under-utilized agents—Look for agents with unusual amounts of waiting time, or unusual number of calls presented. (Take into account time spent on ACD calls.)

Agent Performance

Unusual amount of time spent on personal calls.

Agent DN Performance, Top 5

Agent DN Performance

Habitual lateness, long break times, excessive walkaway time.

Agent Login/Logout

Problem Report





Section A: Managing reports

In this sectionOverview of managing reports 220

Where reports are stored 221

Reports and time zones 222

To create user-defined reports 227

To create Contact Center Multimedia user-created reports 248

To work with parameter reports 255

To copy shared reports 257

Changing or deleting reports 258



Overview of managing reports

A user-defined report is a report you create using a standard public report or another user-defined report as a template. You can define the following properties for a user-defined report:

general report information—including report name

selection criteria—the entities to include in the report (if you connect to an NCC server and generate a network-consolidated report, then the selection criteria can include any filters that you created and saved)

report schedule—when the report is generated


output options—the printer or file to which the report is sent, the e-mail addresses to which notification is sent that the report generation was successful or not, and the paper size for the printed report

network sites—(network option only) for network-consolidated reports, generated from the NCC, you can select the sites to include in the report

You cannot define a data range for configuration reports.

The administrator must configure a network printer on the Contact Center Manager Administration server before you can select it in the output options area and generate a scheduled report on it. For more information about configuring printers on the Contact Center Manager Administration server, see the Contact Center Manager Administration Installation and Maintenance Guide.

You must configure a default printer on the client PC to print ad hoc reports to this printer.

Although you can schedule many reports for the same schedule time, only five scheduled reports are processed at the same time. The remaining scheduled reports wait in the queue and are processed on a first-in-first-out basis to give higher priority to the ad hoc reports.



Where reports are stored

All reports are located on the Contact Center Manager Administration server. When you save a user-defined report in your Private Report Templates folder, your user ID is stored with it. Only the creator has access to the report. If another user logs on to Contact Center Manager Administration, that user does not see the report in your Private Report Templates folder.

The user created reports (the reports that you import) are also saved on the Contact Center Manager Administration server. All user imported reports are saved in your Private Report Templates folder. To share your reports with other users, you can save (copy) these reports to a Report Group folder, if you have access to this folder.

User-defined reports and Contact Center Manager Server

When you save a user-defined report, you save it under a server in Contact Center Manager Server on the system tree. The name of the server is stored with the report. The report is available only for the server on which you create it.



Reports and time zones

When you run an ad hoc report, or when you schedule a report, you can select the time zone in the Report Details section of the report. The time zone that you select applies to both the data range of the report and the report schedule.

The time zone defaults to the time zone of the selected server.

In a network of contact centers, some sites in the network might be in different time zones. To schedule and run reports effectively, ensure that you know the time zones in which the following two computers are located:

Contact Center Manager Server—When you choose the data range for either ad hoc or scheduled reports, the system converts the time that you select to Contact Center Manager Server time. The system automatically shows the selected Contact Center Manager Server time zone in the Time Zone list when you click on the Report Details section.



Contact Center Manager Administration server—When you select the schedule time for your report, the system converts the time that you choose to the Contact Center Manager Administration server time.

ExampleYou work in a networked environment. It is 9:00 a.m. in Toronto where you are located (Eastern Standard Time). The Contact Center Manager Administration server is in Winnipeg (1 hour earlier, Central Standard Time). You connect to a server in Contact Center Manager Server in Vancouver (3 hours earlier, Pacific Standard Time).

The following graphic provides an overview of the time zones involved in this example.

In this example, you choose your local time zone (Eastern Standard Time). You choose an interval data range of 12:00 a.m. until 8:45 a.m. from 1 day ago to 0 days ago. For more information about selecting the data range, see “Defining the data range” on page 233.

Then, you schedule the report to run every day at 9:00 a.m. For more information about scheduling reports, see “Define the report schedule” on page 241.



Result: The report generates every day at 9:00 a.m. your time. However, because the schedule time is always based on the Contact Center Manager Administration server time, the timestamp at the bottom of the report shows the Contact Center Manager Administration server time of 8:00 a.m.

The system always translates the selected data range times to Contact Center Manager Server time, so in this case, the interval shown at the top of the report reflects Pacific Standard Time—9:00 p.m. to 5:45 a.m. (the same as 12:00 a.m. to 8:45 a.m. Eastern Standard Time).

The following graphic shows the report interval if you choose Eastern Standard Time before you define the data range.



Because the interval at the top of the report always reflects the time zone in which the Contact Center Manager Server is located, if you leave the default time zone (which is always the same time zone as the selected server), you avoid a discrepancy between the data range that you specify and the report interval.

Therefore, in this example, if you leave the default time zone of Pacific Standard Time (the same time zone as the Contact Center Manager Server on which you want to run the report), the data range times that you choose are based on the selected time zone and are synchronized with Contact Center Manager Administration.

If you choose an interval data range of 12:00 a.m. until 8:45 a.m. from 1 day ago to 0 days ago, the interval shown at the top of the report is 12:00 a.m. until 8:45 a.m., Contact Center Manager Server time.

The following graphic shows the report interval if you choose the same time zone as the Contact Center Manager Server before you define the data range.



ATTENTION The report schedule that you define cannot start in the p.m. range and end in the a.m. range. Therefore, when the system converts your selected time to Contact Center Manager Administration server time, an error message appears if the converted start time is in the p.m. range and the converted end time is in the a.m. range. In this case, you must reenter the schedule start and end times, taking into account the time difference with the Contact Center Manager Administration server.

Example

The Contact Center Manager Administration server is in a time zone 2 hours later than the time zone you choose from the Time Zone list. You enter a schedule start time of 9:00 p.m. and an end time of 11:00 p.m. However, when you submit your schedule, the system converts the schedule start time to 11:00 p.m. and the schedule end time to 1:00 a.m., Contact Center Manager Administration server time. In this case, an error message appears because the schedule that you define cannot start in the p.m. range and end in the a.m. range. You must reenter the schedule start and end times, taking into account the time difference with the Contact Center Manager Administration server.



To create user-defined reports

Use Historical Reporting to create, schedule, and run user-defined reports in one window. This section describes the main features of the Report Properties window in Historical Reporting. For step-by-step procedures, see the online Help included with the application.

Creating a user-defined report

To create a Contact Center Multimedia report, you must create it in Report Creation Wizard. For more information, see “To create Contact Center Multimedia user-created reports” on page 248.

To create a user-defined report, you can choose from three types of report templates as the basis for your report: a public report template, a shared report in your Group folder, or a private report template.

1 On the system tree, in the Historical Reporting main window, click the server under which you want to create the report.

Result: The server expands to reveal a series of folders.

2 Click the folder containing the report template that you want to use as a basis for your user-defined report.

.

CAUTION

Risk of data lossBefore you define a consolidated report or generate a call-by-call report, check with your network administrator to make sure that the network has the capacity to support the resulting traffic.



3 Click the report template.

Result: The Report Properties window appears. To view, add, and edit the report properties, click the appropriate heading in the window.

4 Click Report Details.

Result: The heading expands to reveal a series of boxes.

5 In the Report Title box, type a new report title, or accept the default title shown. The title appears at the top of the generated report and in the title bar of the Ad Hoc Report viewer when you run the report ad hoc.

If you save multiple copies of the same public report in your Group or Private Report Templates folders, change the report title to distinguish between reports when you generate them. If you do not change the report title, all copies of the same public report have the same standard title when you generate the reports.



6 To save your custom report, you must type a new report name in the Save As box. This is the name that appears on the system tree; it must be unique.

Tip: If you save the report in your Group folder, type a descriptive name so that other members of your group can easily identify the report.

7 From the Location list, select the location where you want to save your report. You can choose from your private or group folders (if you have access to a group folder). If you save it in your private folder, only you have access to the report; if you save it in your Group folder, other members of your group can access the report.

8 From the Time Zone list, select the time zone in which you want to run or schedule your report.

9 Click the Report Details header to close this section. Continue with the following procedure to define the selection criteria.

To define the selection criteria

You can select the elements that you want to include in your reports by choosing filters and assigning filter elements to your reports. For example, in an agent performance report, you can choose the agents that you want to report on. You can define the selection criteria for public, private, and shared reports that you schedule or run on an ad hoc basis.

ATTENTION The data range times that you specify for this report are based on the time zone that you choose here. The system defaults to the time zone in which the selected Contact Center Manager Server is located. If you choose a different time zone than that in which the Contact Center Manager Server is located, the system translates the data range times that you enter to Contact Center Manager Server time. Therefore, to reflect the data range most effectively, leave the default Contact Center Manager Server time zone before choosing the data range. For more information about time zones, see “Reports and time zones” on page 215.



If you do not select any filter elements, you see all available data in the report. If you select a filter element, you see only that element in the report. For example, you choose a skillset report and see a list of 20 skillsets in the Available filter elements table. If you do not select any skillsets, you see all 20 skillsets in the report, whereas if you select 3 skillsets, you see only these 3 skillsets in the report.

To select filtersIf you connect to an NCC server and define the selection criteria for a network-consolidated report, then you can also choose from among the filters that you created and saved. After you create and save a filter, you can apply it to both standard and private network-consolidated historical reports that you schedule or run on an ad hoc basis. For more information about creating filters, see “To create filters” on page 207.

Click the filters heading to view the list of filters that you created and saved. Select the check box beside each filter that you want to include in the report. To remove a filter from a report, clear the check box beside that filter.

Defining selection criteria

1 In the Report Properties window, click the Selection Criteria heading.

Result: The heading expands.

2 Click the Available heading.

3 Select the Search Agents option or the Search by Supervisors option.

4 If you select the Search Agents option, complete the following steps. If you select the Search by Supervisors option, proceed to step 5.

a. From the search criteria list, select one of the following search criteria: First Name, Last Name, or Login ID.

b. From the search conditions criteria list, select one of the following search conditions: Contains, Equals To, or Starts With.



c. In the text box, type the relevant search data. For example, if you select Login ID as the first search criteria and Starts With as the second search criteria, you can type 2 to return all agents whose logon ID starts with 2.

d. If you want to add additional criteria, from the join criteria list, choose and or or. If you do not want to add additional search criteria, proceed to step 6.

Result: Another search criteria row appears. You can define up to three levels of search criteria.

e. Repeats steps 4a to 4d, until you reach a maximum of five joins. This step is optional.

f. Proceed to Step 6.

5 If you select the Search by Supervisors option, complete the following steps:

a. From the search criteria list, select one of the following search criteria: Assigned or Not Assigned.

b. From the search conditions criteria list, select a supervisor.

c. If you want to add additional criteria, from the join criteria list, choose and or or. If you do not want to add additional search criteria, proceed to step 6.

Result: Another search criteria row appears. You can define up to three levels of search criteria.

6 Click Search.

Result: A list of agents appear based on the entered search criteria.

7 Select the available filter elements to include in the report by selecting the check box beside each element.

When you choose individual filter elements, you can select up to 300 entities. If you use multiple filters, the total number of entities selected for all filters cannot exceed 300. For example, for the Agent Performance report, you can select up to 300 agents to run the report. For the Skillset By Agent Performance report, you can select up to 300 agents plus 300 skillsets to run the report.



When you choose filters, while you can apply more than one filter to a report, the combined total number of filter elements in all filters that you apply to a single report cannot exceed 300. For example, you can apply one filter that includes 200 skillsets, and another filter that includes 100 agents to a single network-consolidated report, because the total number of filter elements is 300.

8 Click Update Selection Criteria to move the elements to the Selected table.

9 To remove an element from the report, clear the check box beside it in the Selected table, and then click Update Selection Criteria.

10 For the Estimated Revenue By Agent report, in the Per Unit $ box, enter the dollar amount to use to calculate the revenue value for each activity code.

The system multiplies this number against the number of occurrences of the activity code.

11 Click the Filters heading.

Result: The heading expands to reveal filters.

The filters available depend on the type of statistics included in the report. If you use a standard public report as a template, then see the report description in the Contact Center Manager Historical Reporting and Data Dictionary for a list of filters.

If you select multiple filter elements, only those that satisfy all filter criteria appear in the report. For example, if you choose to report on five agents and three activity codes, if one agent used no activity codes, then that agent is not included in the report.

For network-consolidated reports generated on the NCC, the filter elements available are the network sites to include in the report, or any filters that you create and save. For information about creating filters, see “To create filters” on page 207, or see the Contact Center Manager Administration online Help.

For reports that have agents as a filter element (for example, Agent Performance or Skillset By Agent Performance reports), you can use a new search function to fine-tune your search to select the agents for the report. To return a list of all available agents, click List All and proceed to step 9, otherwise proceed to step 3.

12 Continue with the following procedure to define the data range.



Defining the data range

When you define the data range of user-defined reports, you can choose from Interval, Daily, Weekly, or Monthly collection periods.

1 In the Report Properties window, click Data Range.

Result: The heading expands to reveal a series of boxes. Choose the collection period for your report in the Data Range area.

You cannot choose a data range for configuration reports. The collection periods available depend on the type of report that you choose. For example, for the Agent Performance Calls Answered, Bottom 5 report, you can choose only Daily. If you choose Interval, the collection period is 15 minutes.

2 Based on the collection period that you choose, you can type information in the following boxes.

Interval data range boxesThe system collects and stores interval data every 15 minutes. When you select Interval from the collection frequency list, you can specify the part of the day that you want to include in your report. For example, you can specify that you want to see the data collected in the past 3 hours up to the present time.

Intervals from X hours ago to X hours ago—Select this option to specify a period from up to 24 hours ago to the present, in 15-minute (0.25 hour) increments.



All intervals from X until X from X days ago to X days ago—Select this option to specify the start time and end time for data collection over a range of days. For example, to report on interval data collected from three days ago at 9:00 a.m. to yesterday at 10:00 a.m., you enter from 9:00 a.m. until 10:00 a.m. from 3 days ago to 1 day ago.

Tip: To make it easier to visualize a range of days, you can select dates from the pop-up calendars that appear when you click the arrows beside the calendar boxes.The system automatically translates the dates you choose into the corresponding range of days. The calendars are only for your convenience; the range of days that the system shows in the boxes overrides the dates when you run the report.

Example: Today is Wednesday, October 30, and you want to schedule an interval report to run every Wednesday that includes data for Sunday and Monday. When you click the drop-down lists beside the “days ago” boxes, you pick from Sunday, October 27 in the first calendar, to Monday, October 28 in the second calendar. The system automatically populates the days ago boxes with “From 3 days ago to 2 days ago,” as shown in the following graphic.

When you schedule the report to run every Wednesday, the system takes into account the range of days—from 3 days ago to 2 days ago—instead of the dates.

Only include intervals between X and X each day—Select this check box to generate the report for the time interval for each day that you select. For example, if you enter from 9:00 a.m. until 10:00 a.m. from 3 days ago to 1 day ago in All intervals from X until X from X days ago to X days ago, the report includes interval data collected from three days ago to one day ago for intervals between 9:00 a.m. and 10:00 a.m. for each day. Clear the



check box if you want the report to include 24 hours of data over the range of days that you specify. For example, if you enter from 3 days ago to 1 day ago, the report includes interval data collected from 12:00 a.m. three days ago to 2:00 a.m. one day ago.

Previous interval—Select this option to schedule a report to print or send to a file every 15 minutes during a specified time range on a single day only. For example, it is 8:30 a.m. and you want to schedule a report to print every 15 minutes containing data collected from 9:00 a.m. to 5:00 p.m. today. Enter a start time of 9:00 a.m. and an end time of 5:00 p.m., and then, in the Schedule area, select today’s date. You must save and activate the schedule to generate the report.

Notes:

The data collection period ends 1 second prior to the specified end time. For example, to collect data for the period from 4:00 p.m. to 4:14:59 p.m., enter a start time of 4:00 p.m. and an end time of 4:15 p.m.

For consolidated reports, if you use time zone conversion, enter the time at the NCC.

Generate with time zone conversion—For reports generated at the NCC only. Select this option if you want to convert NCC time to local time for each site.

Example: The NCC is in Chicago, the data extraction period is 10:00 a.m. to 11:00 p.m., and selected sites include Toronto and San Francisco. If you select this option, the report includes events occurring in Toronto between 11:00 a.m. and 12:00 p.m., and in San Francisco between 8:00 a.m. and 9:00 p.m.

Daily data range boxesImmediately after the end of each day (that is, at 12:00 a.m. the next day), the system sums up all of the statistics collected during the day and makes them available to you for daily reports.



You cannot generate a daily report on the current day. The most recent daily statistics are available only for yesterday. For example, if today is June 7 and you want to run a daily report for June 6, you can access the daily data for June 6 starting at 12:00 a.m. today.

Yesterday—Click this button to run a report containing 24 hours of daily data for yesterday (that is, from 12:00 a.m. at the start of yesterday, to 12:00 a.m. last night).

Last 7 days—Click this button to generate a report containing a week of daily data ending last night at 12:00 a.m.

Last month—Click this button to generate a report containing monthly data for the past month. The report contains data collected from midnight on the first day of the month, until midnight on the last day of the month.

From X to X days/business days ago—Click this button to specify the number of days to include in your report, and then type the range of days in the boxes provided. To report on yesterday, select from 1 day ago to 0 days ago. You can choose from days or business days. Your administrator configures the first business day of the week and the length of the business week in the Configuration component of Contact Center Manager.

To make it easier to visualize a range of days, you can select dates from the pop-up calendars that appear when you click the arrows beside the calendar boxes. The system automatically translates the dates you choose into the corresponding range of days. The calendars are only for your convenience; the range of days that the system shows in the boxes overrides the dates when you run the report.



Example: Today is Wednesday, June 5, and you want to schedule a daily report that includes yesterday’s data to run every day from Monday to Thursday. In the first pop-up calendar, you choose Tuesday, June 4. In the second pop-up calendar, you choose today’s date, Wednesday, June 5. The system automatically populates the days ago boxes with the daily range of “from 1 day ago to 0 days ago,” as shown in the following graphic.

3 When you schedule the report, the system takes into account this daily range, not the specific dates that you choose, and runs the report every day from Monday to Thursday, including data for the previous day.

Weekly data range boxesAt the end of every day, the system creates weekly data that contains the totals for each day of the week. This weekly data is available at the start of the day that immediately follows the completed days of the previous week. For example, if your business week starts on Monday and you want a report that details data collected from the previous week, the data is available Monday at 12:00 a.m. for the period ending Sunday night at 11:59 p.m.

Last week—Select this option to generate a report containing one week of weekly data for the previous business week. The time range included in the report depends on the first business day of the week. If the first business day is Monday, when you generate the report, it includes data from two Mondays ago to the start of this past Monday (12:00 a.m.), the first business day of this week.



Last 4 weeks—Select this option to generate a report containing four weeks of weekly data. The time range included in the report depends on the first business day of the week. If the first business day is Monday, when you generate the report, it includes data from four Mondays ago to the start of this past Monday (12:00 a.m.), the first business day of this week.

Last 52 weeks—Select this option to generate a report containing one year of weekly data. The time range included in the report depends on the first business day of the week. If the first business day is Monday, when you generate the report, it includes data from Monday 52 weeks ago to the start of this past Monday (12:00 a.m.), the first business day of this week.

X weeks ago—Select this option to generate a report containing weekly data for a particular week in the past, or up to and including the completed days of the current week, and then type the number corresponding to the week in the box provided. Type 1 in the box to generate a report containing last week's data. Type 0 in the box to generate a report containing the data for all the completed days since the first day of the current week. For example, if your business week starts on Monday and today is Thursday, if you type 0 in the box, the generated report contains data from Monday to Wednesday.

From X to X weeks ago—Select this option to generate a report containing weekly data for a range of weeks in the past, up to and including the completed days in the current week, and then type the weekly range in the boxes. To generate a report containing data up to and including the previous week, type 1 week ago in the second box. To generate a report containing data up to and including the completed days of the current week (based on the first business day), type 0 in the second box.

Tip: To make it easier to visualize of range of weeks, you can select dates from the pop-up calendars that appear when you click the arrows beside the calendar boxes. The system automatically translates the dates you choose into the corresponding range of weeks. The calendars are only for your convenience; the range of weeks that the system shows in the boxes overrides the dates when you run the report.

Example: Today is Wednesday, June 5, and you want to schedule a report that includes weekly data from the previous Wednesday up to and including the most recent data for the current week. You schedule the report to run every Wednesday. In this case, the most recent weekly data is available for the entire day of Tuesday. (Weekly data is only available for the completed days in the current week. You cannot generate a report containing weekly data for the current day.) From the first pop-up calendar, you choose last Wednesday, May 29. From the second pop-up calendar, you choose



today’s date, Wednesday, June 5. The system automatically populates the weeks ago boxes with the range of “from 1 week ago to 0 weeks ago,” as shown in the graphic below. When you schedule the report, the system takes into account this range, not the specific dates that you chose. It generates the report every Wednesday, including data from the previous Wednesday until Tuesday, the most recent completed day in the current week.

Monthly data range boxesEach day during the month, the system collects statistics and adds them to the current monthly data total. The current monthly data is made up of all completed days so far this month. For example, if you want to generate a monthly report for the entire month of January, you can access the data on February 1 at 12:00 a.m.

Last month—Select this option to generate a report containing monthly data for last month.

Last year—Select this option to generate a report containing monthly data for the past year. The report includes data from January 1 of last year to January 1 of the current year.

X months ago—Select this option to generate a report containing monthly data for a particular month, or for the completed days of the current month, and then type the number corresponding to the month in the box provided. For example, type 1 month ago to generate a report containing last month's data, from midnight on the first day of the month, until midnight on the last



day of the month. If you type 0 in the box, then the generated report contains data for all the completed days of the current month. For example, if today is June 15 and you type 0 in the box, then the generated report contains data from June 1 to June 14.

If you type 0 in the box and today is the first day of the month, then the generated report contains no data because there are no completed days in the current month.

From X months ago to X months ago—Click this button to generate a report containing monthly data, and then select the range of months from the lists. To include monthly data for the past month, specify until 1 month ago. To view data up to and including all the completed days in the current month, specify until 0 months ago.

To make it easier to visualize a range of months, you can select dates from the pop-up calendars that appear when you click the arrows beside the calendar boxes.The system automatically translates the dates you choose into the corresponding range of months. The calendars are only for your convenience; the range of months that the system shows in the boxes overrides the dates when you run the report.

Example: Today is Wednesday, June 5, and you want to schedule a report that includes monthly data from the first day of last month up to and including the most recent data for the current month. You schedule the report to run on the 15th of every month. In this case, the most recent monthly data is available for the current month up to and including the 14th day. (Monthly data is only available for the completed days in the current month. You cannot generate a report containing monthly data for the



current day.) From the first pop-up calendar, you choose May 1. From the second pop-up calendar, you choose today’s date, Wednesday, June 5. The system automatically populates the months ago boxes with the range of “from 1 month ago to 0 months ago,” as shown in the graphic on page 235. When you schedule the report, the system takes into account this range, not the specific dates that you chose. It generates the report on the 15th of every month, including data from the first day of the previous month until the 14th of the current month, the most recent completed day in the current month.

4 Continue with the following procedure to define the report schedule.

Define the report schedule

You can schedule reports in your group and private folders to send to a file or to print, or both. You can also specify one or more e-mail addresses where the system can send notification that the report ran successfully, or that problems prevented the report from running. If the system cannot generate the report, the e-mail notification contains possible reasons for the failure so you can repair the problem and generate the report again.

When you choose to send the report to a printer, you can choose the paper size for your report.

Although you can schedule many reports for the same schedule time, only five scheduled reports are processed at the same time. The remaining scheduled reports wait in the queue and are processed on a first-in-first-out basis. This gives higher priority to the ad hoc reports.

The schedule time that you specify is based on the time zone that you choose. However, the schedule time translates to the time zone in which the Contact Center Manager Administration server is located. The report is generated at the time and in the time zone you specify, but the timestamp at the bottom of the generated report reflects the Contact Center Manager Administration server time. For more information about time zones, see “Reports and time zones” on page 215.



The report schedule that you define cannot start in the p.m. range and end in the a.m. range. Therefore, when the selected time is converted to the Contact Center Manager Administration server time, an error message appears if the converted start time is in the p.m. range and the converted end time is in the a.m. range. In this case, you must reenter the schedule start and end times, taking into account the time difference with the Contact Center Manager Administration server.

ExampleThe Contact Center Manager Administration server is in a time zone 2 hours later than the time zone you choose from the Time Zone list. You enter a schedule start time of 9:00 p.m. and an end time of 11:00 p.m. However, when you submit your schedule, the system converts the schedule start time to 11:00 p.m. and the schedule end time to 1:00 a.m., Contact Center Manager Administration server time. In this case, an error message appears because the schedule that you define cannot start in the p.m. range and end in the a.m. range. You must reenter the schedule start and end times, taking into account the time difference with the Contact Center Manager Administration server.

February 29When you schedule and activate a report, the system will generate the report as scheduled each year. Because February 29 occurs in leap years only, you cannot select this date to schedule a report.

Defining the report schedule

1 In the Report Details section of the window, from the Time Zone list, note the time zone in which you choose to run or schedule your report.

2 Close the Report Details section.

3 Click Schedule to open the Schedule section. The heading expands to reveal a series of boxes.



4 The schedule that you can define depends on the selected data range type. Select an option button beside the schedule boxes to enable them. You can enter information in the following boxes.

Schedule boxes available for Interval data range

During the period from X to X—Click this button to generate an interval report at regular intervals within a defined time range every day, every business day, on selected days of the week, or on specific dates. For example, click this button to generate a report every 15 minutes between 9:00 a.m. and 5:00 p.m. every Wednesday and Sunday, and then enter the times in the boxes.

On X at X weekly—Click this button to generate an interval report on a particular day, at a particular time every week. For example, click this button to generate a report every Monday morning at 9:00 a.m.

At X every day/specific days of the week/specific dates—Click this button to generate an interval report at a specific time every day, on specific days of the week, or on specific dates. For example, click this button to generate a report at 9:00 a.m. on the first day and 30th day of every month.

Schedule boxes available for Daily data range

At X today/every day/days of the week/specific dates—Specify the time when you want to generate a daily report. For example, you can choose to generate your daily report at 9:00 a.m., Monday through Friday.



Schedule boxes available for Weekly data range

At X this week/every week—Specify the time and day when you want to generate a weekly report, either this week, or every week. For example, you can specify that you want to generate a weekly report at 10:00 a.m. every Tuesday.

At X on specific dates—Specify the time and dates when you want to generate a weekly report. For example, you can specify that you want to generate a weekly report at 10:00 a.m. on the 15th of every month.

Schedule boxes available for Monthly data range

On the X in X at X—Click this button to schedule a monthly report to run on a specific day and month, at a specific time. You can also choose to run the report every month. For example, you can run a monthly report on the third Sunday of every month at 12:00 p.m.

On day X at X—Click this button to schedule a monthly report to run on a specific date during a specific month, at a specific time. You can also choose to run the report every month. For example, you can run a monthly report on March 17 at 12:00 p.m.

On specific dates at X—Click this button to schedule a monthly report to run on specific dates during specific months, at a specific time. For example, you can run a monthly report on the 15th of every second month at 12:00 p.m.

5 Continue with the following procedure to define the output options.



Defining output options

After you schedule the report, you must define how the report is generated. You can specify whether to print the scheduled report when it is generated or save it as a file, or both. If you choose to print the report, you can select the paper size.

You can also specify one or more e-mail addresses to receive notification that the report was successfully generated, or that problems occurred, preventing the report from being generated. If the report fails to be generated, the e-mail notification contains possible reasons for the failure so you can repair the problem and generate the report again.

To send the report to a file, you must specify a shared folder to which the Contact Center Manager Administration server sends the file. This folder can be on your computer, on another computer in the network, or on the Contact Center Manager Administration server. To send the file to a folder on a computer in the network, the network computer must be accessible from the Contact Center Manager Administration server. For more information, see the Contact Center Manager Administration Installation and Maintenance Guide.

To send a scheduled report to a printer, ensure that your administrator configured a default printer on the Contact Center Manager Administration server. If a default printer is not defined, then you can send reports to a file only.

Output Options

After you schedule the report, the Output Options heading is enabled (if you do not schedule the report, the heading is unavailable).

1 Click the Output Options heading to reveal the output options boxes.

2 Select the Print check box to print the report.



a. From the Printer list, select the printer to which to send the scheduled report.

b. From the Paper size list, select the paper size for the printed report.

Note: The printer is configured on the Contact Center Manager Administration server. Nortel recommends that you select the Default option. When you select Default, your scheduled report prints on the default paper size that the administrator defines on the printer. To print the report on other paper sizes, select the paper size manually. The available options are A4, Letter and Legal.

3 Select the Output to file check box to send the report to a file.

a. Click Browse to browse to the shared folder to which the report is sent.

Result: The shared folder path appears in the Output box in a universal path format.

Note: If you select a local folder not shared, a warning message appears stating that you must select a shared path. The path format cannot contain drive$, for example, \\MachineName\C$\Filename is not supported.

b. Alternatively, in the Output box, you can type the path to the shared folder to which the report is sent.

Note: The path format is \\[computer name]\[shared folder name]\[file name], without the file extension. For example, you want to send the Agent Performance report to a shared folder on the Contact Center Manager Administration server. The Contact Center Manager Administration server computer name is appsrvr, the shared folder name is reports, and you decide to call the report agent. You type \\appsrvr\reports\agent in the Output box.

c. Select the Save file under different name each time check box to save the report with a different name each time it is generated. If you do not select this check box, each time a report is generated, it overwrites the previously generated report with the updated version.



d. From the Format list, select the export file format to use.

Notes:

Some export formats do not support all report features. If your report output does not look the way you expect, use a Crystal Reports, RTF, or Excel format.

If you select Excel as the format type, it may take a lengthy amount of time to generate the report. For more information, see “To export reports” on page 268.

4 Select the Email Notification check box to receive notification when the report generates.

a. In the Send notification e-mail to box, type one or more e-mail addresses.

Note: You can type a maximum of 255 characters in the box, with each e-mail address separated by a semicolon (;).

5 Click Save Report to save your user-defined report.

6 Click Activate to activate the report schedule.



To create Contact Center Multimedia user-created reports

To create Contact Center Multimedia reports, you can use Report Creation Wizard or Crystal Reports.

Background

When you create a report, other than a Contact Center Multimedia report, using Crystal Reports, you can import the report into Historical Reporting. Reports that you create in Crystal Reports work similar to the standard reports; however you cannot configure the selection criteria. You must define the selections when you create the report.

You must create Contact Center Multimedia reports in Report Creation Wizard. To import a Contact Center Multimedia report to Historical Reporting, you must use the import tool in Report Creation Wizard. Contact Center Multimedia user created reports can take advantage of the following Report Creation Wizard features:

Selection Criteria—You can use the Selection Criteria feature to define at run-time the records to include on the report. You can filter the data based on any field from the tables that you include on the report.

Report editing—You can edit the report using Report Creation Wizard. Report Creation Wizard is a Web-based report creation tool that you can use to edit reports without installing a client report creation application (for example, Crystal Reports). For more information about editing reports in Report Creation Wizard, see “To import and edit a Report Creation Wizard report” on page 315.

To create a Contact Center Multimedia report and import the report into Historical Reporting, you must perform the following tasks:



1. Create the report using Report Creation Wizard to add the required information to the report template.

2. Save the report to the Contact Center Manager Administration server. Report Creation Wizard can import reports saved to the Contact Center Manager Administration server only.

3. Import the report into Historical Reporting using the import tool in Report Creation Wizard. If you use the Importing Template Wizard available in Historical Reporting, errors occur when you run the report.

To create a Contact Center Multimedia report template for user-created reports

The following procedure creates a template that you can use to create Contact Center Multimedia reports.

1 In Contact Center Manager Administration, click Launchpad > Historical Reporting.

Result: The Historical Reporting window appears.

2 In the system tree, click the server that you want to log on to.

3 From the menu, click Report > Report Creation Wizard.

Result: The Report Type window appears.

4 Select the Create Advanced Report (via ODBC) option, and then click Next.

Result: The Data Source window appears.

5 In the DSNs Available list, double-click a CCMM DSN.

The ODBC DSN must be CCMM_<IP Address>_DSN, where <IP address> is the IP address of the Contact Center Multimedia server.

Result: The selected DSN moves to the DSNs Selected list. To remove a DSN from the DSNs Selected list, select the DSN and click the left arrow (<).

6 In the Selected DSN Properties area, type the user ID and password to access the data source, and then click Next.



For configured servers on the Contact Center Manager Administration server, the User ID and Password boxes automatically populate.

Result: The Table Selection window appears.

7 From the Tables Available list, double-click a table.

Result: The table moves from the Tables Available list to the Tables Selected list.

8 If you want to add another table, repeat step 7; otherwise click Next.

Result: If you select only one table, proceed to step 14. If you select more than one table, proceed to the next step.

9 From each of the left and right Tables lists, select a table.

10 From each of the left and right Fields lists, click a field to join on.

The selected field in the right Fields list must contain the same data as the selected field in the left Fields list.

11 From the join list, select a join type.

For more information about join types, see “Joins” on page 287.

12 Click Link.

Result: The selected tables, field, and join type appear in the Links list.

To remove an item from the Links list, click the item and then click Remove.

13 Click Next.

Result: The Field Selection window appears.

14 In the Fields list, double-click a field or formula that you want to add to the report.

Result: The selected field or formula moves from the Fields list to the Fields Selected list.

15 Use the up and down arrows to change the order of the selected fields.

The order of the fields in the Fields Selected list determines the order in which they appear on the report.

16 To modify the properties of a field:



a. In the Fields Selected list, click a field.

Result: The default field name and width appear in the Title and Width boxes, respectively.

Note: The Title box is a read-only field.

b. In the Width box, type a new width.

Note: A default width of 50 pixels applies to all selected fields.

17 From the toolbar, click the Configuration icon.

Result: The Configuration Settings window appears.

18 In the Report Layout section, select the Portrait option or the Landscape option. This sets the page orientation for the report.

19 On the toolbar, click the Save Report icon.

20 Select the folder in which you want to save the report.

You must save the report to the Contact Center Manager Administration server.

21 In the Report Name box, type a name for the report.

22 Click Save.

You can use the same template as the starting point for all Contact Center Multimedia reports with the same page orientation. Nortel recommends that you create a copy of the template with a portrait report layout and a with a landscape report layout.

To edit the Contact Center Multimedia report template in Crystal Reports

You can use Crystal Reports to edit the report layout and to add or delete database tables and database fields.

The following is a list of known items and features that you cannot edit, delete, or add to the report:



Connections—You cannot delete existing connections from the report or add new connections to the report. The Historical Reporting application looks for the connection name and updates the connection dynamically to report against the correct server. If you add new connections, these connections do not dynamically update.

Formulas—You cannot edit or delete the following formulas:

Field_Heading_Details

Report_Template

Report_Type

System_Version

Record selection formulas—If you add record selection formulas through Crystal Reports, when you run the report in Historical Reporting, the formulas are overwritten. Use the Selection Criteria feature in Historical Reporting to select records instead of adding record selection formulas to the report template.

Subreports or command tables—You cannot add subreports or command tables to the report.

Other features available in Crystal Reports may not work correctly when you run the report in Historical Reporting.

Importing a Contact Center Multimedia user-created report

To import a Contact Center Multimedia user-created report, you must use the importing tool in Report Creation Wizard. The report template must reside on the Contact Center Manager Administration server in the following directory path: %installDir%\Apps\Reporting\Historical\rpt\RCW where %installDir% represents the drive and path entered during the Contact Center Manager Administration software installation. By default, the path is C:\Program Files\Nortel Networks\WClient.

1 On the Report Creation Wizard toolbar, click the Import to Historical Reporting icon.

Result: The Import window appears.



2 In the Report Title box, type the name for the report. This is the name that appears in Historical Reporting.

3 Click Browse.

Result: The Open RCW Report dialog box appears.

4 Browse to and select the report to import.

5 Click Open.

Result: The Open RCW Report dialog box closes and the path appears in the Location box.

6 From the Time zone list, select the time zone of the server to which you want to import the report.

Nortel recommends that you use the Server Timezone default setting. Server Timezone is the default setting and automatically adjusts the report interval based on the server time zone.

7 In the Comment box, type any additional information about the report. This step is optional.

8 Click the Report Options header.

Result: The Report Options section expands.

9 Select a Report Mode. The options are Standard or Private.

The Report Mode determines whether the report is imported to a standard or private folder location.

10 From the Report Type list, select a report type. This step is for advanced reports only.

11 From the Report Group list, select the standard report folder into which the report imports. For private reports, the report is imported into your private folder.

12 In the Select Server list, select the servers to which you want to import the report.

13 Click the Data Range header.

Result: The Data Range section expands.

14 From the Table Alias list, select a table:

a. In the Table box, for the data range that matches the selected Table Alias time period, type the table name.



b. In the Timestamp box, for the data range that matches the selected Table Alias time period, type the name of the field.

15 Click Import.



To work with parameter reports

A parameter report is a Crystal Reports template with special parameter fields that require the user to enter or select data at the time of running the report. Some examples of parameter fields that can require user input are the date, time, number, currency, or DateTime (combined value).

After you import a parameter report with the Template Importing Wizard, to work with the report, you must select it in your Private Report Templates folder under the same server in Contact Center Manager Server to which you imported the report.

The Activate and De-Activate buttons are always unavailable for parameter reports because you cannot schedule this type of report.

To share parameter reportsTo share the parameter report with other users, click the Report Details section heading. In this section, you can enter a new report title, and then save the report in your Group folder (if you have access to a group folder) by clicking Save Report at the bottom of the window.



Because parameter reports require user input at run time, you cannot save the values that you select when you run the report. Instead, each time you run the report, you must select or type the parameter values.

To run parameter reports ad hocTo run the report, you must type or select the values for all the parameter fields listed in the parameters box. For help on each parameter, click the parameter field and note the instructions that appear following the box. Enter the parameter field values in the boxes provided. After you enter the values for each parameter field listed, click Run Now to run the report ad hoc.

Because parameter reports require user input at run time, you can run these reports on an ad hoc basis only; you cannot schedule parameter reports. Likewise, you cannot define the data range, selection criteria, or the output options for this report type.

To print parameter reportsYou must generate the parameter report ad hoc before you can print it. When you define the report values and click Run Now, the Ad Hoc Report Viewer appears. Click the print icon in this window to print the ad hoc report with the values you define.



To copy shared reports

You can copy reports in the shared report groups folders. Although shared reports that you copy belong to you, the original shared report continues to be owned by the user who created it.

Making a copy of a shared report1 In the shared report group folder, click the report.

2 If the report schedule is activated, click Deactivate.

If the Deactivate button is unavailable, the report is not active.

3 Click the Report Details header.

4 In the Save As box, type a new name for the report.

5 Select the Location.

6 Click Save Report.

7 If the report was active prior to saving a copy, click Activate.



Changing or deleting reports

After you define a report, you can change it or delete it. For step-by-step procedures for editing and deleting reports, see the Contact Center Manager Administration online Help.

To change report properties

You can change the following properties for a user-defined report:

general report information—including report name

selection criteria—the entities to include in the report (not applicable to user created reports)

report schedule—when the report is generated


output options—the printer or file to which the report is sent

network site properties—(for network consolidated reports only) the sites to include in the report

To delete user-defined or user created reports

You cannot delete standard public report templates or group reports that other members of your group created. If the report schedule is active, you must deactivate it before you can delete the report. For more information, see “To deactivate reports” on page 265.

From the system tree, select the report, and then choose Report > Delete.



Section B: Using reports

In this section Overview of using reports 260

To confirm a report schedule 262

To activate reports 264

To deactivate reports 265

To preview and print ad hoc reports 266

To export reports 268



Overview of using reports

After you create user-defined or user created reports, you can activate or deactivate their schedules and print them or send them to a file.

Scheduled report printing prerequisites

A scheduled report prints at the scheduled time if your administrator configures a default printer on the Contact Center Manager Administration server. For more information, see the Contact Center Manager Administration Installation and Maintenance Guide.

You cannot schedule standard public reports, but you can run them ad hoc and preview or print them as needed.

To interpret comma- and character-separated value reports

When you export a scheduled report in comma- or character-separated value format, the program generates a line for each record in the report. Each record line also contains all the header, summary, and footer information applicable to the record. The program processes headers and footers one line at a time.

For example, a comma-separated value record for the following report looks like this:

“Agent Average Calls per Hour - Daily”,“BestAir Airlines”,“Report Interval: 00:00:00 07 May, 2001 - 23:45:00 07 May, 2001”,“Site Name: TORONTO”,“Table Name: dAgentPerformanceStat”,“Average Answered”,“per Hour”,“Average Talk Time”,“Average Not Ready Time”,“GRAND TOTAL”,22.77,“00:46:56”,“00:02:12”,“Agent Name & ID: Jon Carlos - 6709”,“Summary:”,“16.80”,“00:44:39”,“00:02:32”, “4/6/01”,16.80,“00:44:39”, “00:02:32”,“Agent”,16.80,“00:44:39”,“00:02:32”,“GRAND TOTAL”,22.77, “00:46:56”,“00:02:12”,“C:\REPORTS\flat\dm-agt9.rpt”,“Printed By: sysadmin 5/8/01 10:23:21 AM”,“Page 1 of 1”





To confirm a report schedule

After you schedule a private or shared report and save your changes, you can confirm the report’s schedule by opening the Scheduled Events window.

Confirming a scheduled report1 On the system tree, click Scheduled Events.

Result: The Scheduled Events window appears, listing all the reports that you scheduled across all servers in your network.

2 Locate the scheduled report in the table and verify that the schedule details are accurate.

3 To return to the Report Properties window, click a report on the system tree.

Enhanced functions for Scheduled EventsThe following are enhanced functions for Scheduled Events.

User Name—a new User Name column appears in Scheduled Events when you log on as the webadmin administrator.

Print—A new print button is available to print or preview the listed schedules. If no schedules are listed, the print button is not available.



Activate/Deactivate—A Contact Center Manager Administration server administrator can activate or deactivate listed scheduled reports for all users. A Contact Center Manager Administration user can only activate or deactivate their listed scheduled reports.

Print format – paper size—A user can choose the page setup option within print properties. To launch print properties, click Print > Page Setup. For non-legal sized paper (for example, A4 or letter), the Schedule Type and Status grid columns do not appear in the print preview or on the printed copy. For legal sized paper, you can preview and print all displayed grid columns.



To activate reports

Follow these procedures to activate a report schedule. After you schedule a report, you must activate, or turn on, the schedule. The report is not generated until you activate the schedule. To schedule the report, see “Define the report schedule” on page 241.

Activating a report

You can activate a report schedule in one of two ways:

In the Report Properties window, after you schedule a new report or modify an existing report schedule, click Save Report, and then click Activate.

In the Scheduled Events window, select a report, and then click Activate.



To deactivate reports

Follow these procedures to deactivate, or turn off, a report schedule. For example, you can deactivate reports during holidays. When you deactivate a report schedule, the report definition and schedule remain, but the report is not generated until you reactivate it.

Deactivating a report

You can deactivate a scheduled report in one of two ways:

In the Report Properties window, when viewing the properties of a scheduled report, click De-Activate.

In the Scheduled Events window, select a report, and then click De-Activate.



To preview and print ad hoc reports

You can preview or print ad hoc reports with their default properties, or you can define the selection criteria and the data range first.

Previewing or printing an ad hoc report1 On the system tree, click the server containing the report that you want to

print.

2 Click the folder containing the report that you want to print.

Result: The folder expands to reveal the list of reports.

3 Select the report that you want to print.

Result: The report properties appear in the right pane.

4 Before you can print the report, you must run it. You can run the report with its current properties, or you can define the selection criteria and data range, and then run the report. For more information, see “Define the report schedule” on page 241 and “Defining the data range” on page 233.

5 Click Run Now to generate the report with the properties that you specified.

Result: The Ad Hoc Report Viewer appears, from which you can preview the generated report.

To save your properties, you must type a report name in the Save As box, choose a save location, and click Save Report. For more information, see “Creating a user-defined report” on page 227.

ATTENTION If you use a postscript printer, use the printer driver provided by the manufacturer. Generic and legacy postscript printer drivers can result in the cropping of letters and other problems.



If the report spans more than one page, the first page of the report is numbered as 1+. Until you reach the last page of the report, it is not known how many pages the report is. When the next page of the report appears, the numbering changes to 1 of 2+, and then to 1 of 3+, and so on, until the last page of the report appears. On the last page, the numbering changes to 1 of x, where x equals the total number of pages. For example, if the report is four pages, the numbering on the last page is 1 of 4.

6 Click the printer icon to print the report to the default printer configured on your computer.



To export reports

When you export a historical report, the report undergoes several processing steps. Depending on the report type and length, the amount of time required to generate and export the report varies.

Report generation process

The process to generate and export a report involves several steps that Contact Center Manager Administration performs. Each of these steps takes time to complete and adds to the total time required to generate and export a report. The following provides a brief description of each step:

Record retrieval—The data records used for the report are retrieved using an SQL SELECT command. The command is modified by Contact Center Manager Administration to place the record selection and data ranges selected as a WHERE clause in the SQL Command.

Evaluation of formulas—For the most part, formulas are used to create new fields by combining database fields or to change how the data is presented on the report. Since these fields are not in the database, the values for each record must be calculated. For example, on the Skillset Performance report,% Ansd After Thresh is an example of a new field that is calculated as CallsAnsweredAfterThreshold/CallsAnswered * 100.

Local filtering of records—Local filtering removes records from the final report. Records are removed from the report after the records are retrieved from the database and are added to the subtotals and grand total sections of the report.

Grouping and sorting—Groups are used to logically organize the details of the report, such as placing all data for a specific skillset together. Groups also allow the report to show subtotals for the specified group. In addition to grouping, the data used for the groups and the data within a group is sorted.

ATTENTION To avoid lengthy waits and potential errors, Nortel recommends that you schedule large historical reports.



Page formatting—Page formatting builds the physical representation of the report based on the report template. This includes such things as the font type, style and size on the report, as well as the physical positioning of the data.

Exporting—When a report is exported, the visual representation of the report is converted into the specified export format.

For more information about generating and exporting reports, see the Contact Center Manager Historical Reporting and Data Dictionary.




C h a p t e r 7

Report Creation Wizard


Report Type window 277

Data Source window 282

Table Selection window (advanced report using ODBC) 285

Table Linking window (advanced report using ODBC) 287

Field Selection window 295

Grouping window 298

Summaries window 300

Report Layout window 304

Saving a report 311

Previewing a report 313

Defining configuration settings 314

To import and edit a Report Creation Wizard report 315

To create a sample simplified report 325

To create a sample advanced report 351

Formulas 372

Report sections and templates 376

To customize the Report Creation Wizard template 381


Report Creation Wizard Standard 9.07

Overview

Report Creation Wizard is a Web-based interface in which you can create and edit reports. You can then import and schedule the reports in Historical Reporting. You can access Report Creation Wizard from the Historical Reporting component of Contact Center Manager Administration.

In previous releases of Contact Center Manager Administration (formerly known as Symposium Web Client), users had to be very familiar with Crystal Reports Designer and Structured Query Language (SQL) to modify certain aspects of user created reports, such as:

the databases, tables, and views to use within the report

the field or column data for the report

the title and subtitle, and other aspects of the report’s appearance

However, with the introduction of Report Creation Wizard, you can now create new reports and modify these reports by launching Report Creation Wizard and navigating through its user-friendly interface.

After you create reports through Report Creation Wizard, you can work with them in the Historical Reporting component and use the same access permissions, partitions, and filter features as you can with any other report. You can also use the Historical Reporting interface to schedule reports that you create in Report Creation Wizard.

Report Creation Wizard features

Report Creation Wizard offers several features, listed here.

Report Creation Wizard report templateThe Report Creation Wizard report template provides a standard set of fields that Historical Reporting uses to pass data between the client and the report at run time. The user is not required to understand these fields; the fields are automatically applied to the report. If the user changes the page layout of the report from portrait to landscape, these fields automatically reposition on the report. For more information about templates, see “Report sections and templates” on page 376.


October 2007 Report Creation Wizard

Report definitionsReport definitions simplify the report creation process by removing the need for the user to know the database views required to create a specific report. For more information about report definitions, see Appendix A, “Report definitions.”

FormulasFormulas replace the need for users to copy the formulas from the existing standard reports. The formulas are stored outside of the report, which means that you can reuse the formula each time you create a new report. This also provides one place to fix an issue with a formula. For more information about formulas, see “Formulas” on page 372.

Dynamic formulasDynamic formulas update based on where the dynamic formulas are on a report. In addition, you can change the format of dynamic formulas, which convert time-based values into formatted strings through Report Creation Wizard. (For example, HH:MM:SS, HH:MM, and MM:SS).

Advanced import for Report Creation Wizard reportsWith the advanced import features, you can:

import a Report Creation Wizard report to any or all servers of the same type (for example, Communication Server 1000/Meridian 1 PBX or Communication Server 2x00/DMS)

import a Report Creation Wizard report for any or all data ranges (for example, interval, daily, weekly, or monthly)

import a Report Creation Wizard report as a private or standard report template to edit the report in Contact Center Manager Administration and maintain one copy

New selection criteriaYou can use any field on the report to filter data, versus standard reports, which limit the fields that you can use to filter data. For more information about selection criteria, see “Defining selection criteria for Report Creation Wizard reports” on page 322.



Create and edit reportsThe administrator can create reports in Report Creation Wizard. A supervisor can then use Report Creation Wizard to edit the report, for example, to remove fields and change groupings and group options. For more information about editing reports, see “Report Layout window” on page 304.

Licensing

Report Creation Wizard is a licensed feature in Contact Center Manager Administration 6.0. The base product includes a single Report Creation Wizard user license by default. Nortel supports license upgrades in increments of five. Report Creation Wizard licensing is handled through the Contact Center Manager Licence Manager.

To import reports

To use the reports created in the Report Creation Wizard, import the reports to Historical Reporting. Report Creation Wizard offers an advanced import tool.

You can import a Report Creation Wizard report as a standard or private report and to one or more Contact Center Manager Servers. You can also import a Report Creation Wizard report to use with one or more data range selections (for example, interval, daily, weekly, and monthly).

Standard reportsWhen you import reports as standard, the reports are available in the Standard folder specified during import, and on all of the selected servers. Only one copy of the standard report is stored on the Contact Center Manager Administration server.

Users that have access to the Standard report groups can use these reports. The user-defined partition assigned to a user defines the access to each of the Standard report groups.



Private reportsWhen you import reports as Private, the reports are available in the Private folder on all of the selected servers. The system creates a copy of the report and stores it in a private folder based on the logged on user ID. This folder is not available to other users. The copied report is imported to the Historical Reporting component.

Only the current logged on user can access these reports. To grant access to other users, use the imported report to create and save a user-defined report to a report group.

To use Report Creation Wizard

To launch Report Creation Wizard, in the Historical Reporting component, log on to a Contact Center Manager Server, and then select Report > Report Creation Wizard. You must use the database on this server when you create your reports in the Report Creation Wizard interface.

You must connect to Contact Center Manager Server 6.0 with Contact Center Manager Administration 6.0 installed to enable Report Creation Wizard. Also, the Historical Reporting access class must be set to Report Creation.

You can launch only one instance of Report Creation Wizard at a time.

If you have a pop-up blocker on your PC, you must disable it to launch Report Creation Wizard. For more information, see “Cannot launch windows in CCMA; pop-up windows are blocked” on page 401.

New report icon

To create a new report, click the New Report icon on the toolbar.

If you are in an existing report, you are prompted to save the report before you can create a new report. After you save the existing report, the Report Type window appears.



Online Help pages

Click the Help link in Report Creation Wizard to display Help about the window in which you are currently working. For example, if you click Help when you are working in the Summaries window, the Summaries Help page appears.



Report Type window

The Report Type window is the first window that appears when you launch Report Creation Wizard. From the Report Type window, select the report type that you want to create. The following report types are available:

Create a simplified report using a report definition.

Create an advanced report using an ODBC Data Source Name (DSN).

Open an existing report.

Create Simplified Report (via Report Definitions)

Select the Create Simplified Report (via Report Definitions) option to use one of the report definitions available with Report Creation Wizard. The report definitions hide the complexities of the database; they include only those fields required to create a particular type of report, with all the appropriate linkages. For example, an Agent Performance report definition contains all the table or view statistic fields required to create agent performance reports.

For detailed information about selecting a report definition, see “Simplified report” on page 282. To create a sample simplified report, see “To create a sample simplified report” on page 325.

Create Advanced Report (via ODBC)

Select the Create Advanced Report (via ODBC) option to use an ODBC DSN. You can choose any combination of views from the data source. However, the views must include a common key field. This option provides the most flexibility, but it also requires a greater understanding of the database structure with which you work.

Nortel supports Nortel ODBC data sources only.

For detailed information about selecting a DSN for an advanced report, see “Advanced Report (using ODBC)” on page 283. To create a sample advanced report, see “To create a sample advanced report” on page 351.



Open Existing Report

Select the Open Existing Report option to open an existing report. When you select this option, a navigation tree appears. Navigate to the report that you want to open. You can choose from previously created reports or from a list of sample reports.

Opening an existing report

1 From the Report Type window, select the Open Existing Report option.

Result: The Open Existing Report heading expands to reveal a list of folders.

2 Click the folder that contains the report you want to open.

Result: The folder expands to reveal a list of reports.

3 Select the report, and then click Next.

You can also double-click the selected report to open it.



Opening an existing report from the toolbar

1 On the toolbar, click the Open Report icon.

Result: The Open RCW Report window appears. The tree expands at your private folder.

2 Select the report and click Open.

Tip: You can also double-click the selected report to open it.

Sample reports

This section lists the sample reports available with Report Creation Wizard. For more information about sample reports, see the Contact Center Manager Historical and Reporting Data Dictionary.

You can use sample reports as templates to create custom report definitions. You cannot modify the standard report templates.

CS1000 (M1), CS2x00 (DMS), SIP_CCThe following Contact Center Manager Server sample reports are available for each switch type:



Agent DN Performance—Shows the amount of time that agents spend on their personal or secondary directory numbers (DN). The report records incoming and outgoing information, including the total number of DN calls and the average amount of time spent on DN calls.

Agent Performance—Shows summary performance information for a specific agent. The report tracks agents' call handling activities, drawing attention to activities to reward or weaknesses to address.

CDN Statistics—Details summary call volume information for the CDNs configured on the server. The report displays the total number of calls offered to the CDN and the total number of calls answered. The report also provides terminated and abandoned call information.

Skillset Performance—Provides summary call handling performance information for each skillset defined on your system. The report lists the total calls answered by agents for the skillset, the number and percentage of calls agents answered after a predefined service level threshold, the maximum delay a caller experienced, and the total time all agents were busy servicing calls to the skillset.

License ManagerThe License Usage Statistics sample report is available in the License Manager folder.

License Usage Statistics—Provides license usage statistics for each server. The report shows the licensed feature, the IP address of the server using the feature, and the maximum licenses used for the report interval.

MultiMedia (CCMM)The following Contact Center Multimedia sample reports are available in the MultiMedia (CCMM) folder:

SampleContactsOutstandingDrillDown—Lists the total number of contacts outstanding and provides details for each skillset. The details include the Contact ID, Arrival Date and Time, Status, Contact Type, Agent and Customer.

SampleContactsOutstandingSummary—Lists the total number of contacts outstanding for each skillset. The report also shows the total number of contacts outstanding for all skillsets by day.



In addition, the following Contact Center Multimedia sample reports are available in the Outbound folder:

SampleCampaignAgentScriptData—Shows the answers provided to questions asked of each outbound contact. The report groups the contacts by campaign name and shows details for each outbound contact.

SampleCampaignCallbyCallData—Shows each outbound contact grouped by campaign name. The details provided include the Contact ID, Contact Name, Disposition Code Name, and the date and time the contact was processed.

SampleCampaignDispCodeData—Shows the details of each outbound contact, grouped by disposition code for each campaign name.

SampleCampaignSumm—Shows the total number of outbound contacts by disposition code. The report also shows the total number of outbound contacts for each campaign name.

Network ConsolidatedThe Network Consolidated Skillset Performance sample report is available in the Network Consolidated folder.

Network Consolidated Skillset Performance—Provides skillset performance statistics for all sites in the network. For each site, the report lists the total local and remote calls answered by agents for the skillset, the percentage of calls that were local or remote, and the maximum delay a caller experienced.



Data Source window

The options available in the Data Source window depend on the report type that you select in the Report Type window.

Simplified report

If you choose to create a simplified report, you can choose from a list of standard report definitions in the Data Source window. The Data Source window lists the available report definitions based on the server type selected. If the contact center is multimedia enabled, then the multimedia report definitions are also available.

The Data Source window follows the Report Type window.

Selecting a report definition

1 Click the Report Definitions folder.

Result: The folder expands to display the available report definition folders.



2 Navigate to the folder that contains the report definition that you want to open.

3 Click Next.

Result: The Field Selection window appears. To select fields for the report, see the “Selecting a field or formula” on page 296.

Advanced Report (using ODBC)

If you choose to create an advanced report, in the Data Source window, select the ODBC DSNs from which you connect to a data source. The DSNs must be preconfigured on the Contact Center Manager Server for Report Creation Wizard to access each data source.

The Contact Center Manager Server and Contact Center Multimedia server ODBC DSNs are automatically created on the Contact Center Manager Administration server when the administrator adds the Contact Center Manager Server and Contact Center Multimedia server through the Configuration component. You must manually configure the ODBC DSNs for servers that are not part of Contact Center Manager.

You can select any combination of tables and views from the data source; however, the selected tables and views must have a common key field on which to link.

The Data Source window follows the Report Type window.



Selecting an ODBC DSN

1 From the DSNs Available list, double-click a DSN. You can select only one DSN system type, for example, a CCMS or CCMM DSN.

Result: The selected DSN moves to the DSNs Selected list.

The User ID and Password automatically populate with the values entered when you configured the server. You can change the user ID and password, but these changes are used only when you create the report. When you run the report in Historical Reporting, Historical Reporting uses the values entered when you configured the server.

2 Click Next.

Result: The Table Selection window appears. To select tables, see “Selecting a table” on page 285.



Table Selection window (advanced report using ODBC)

If you create an advanced report, the Table Selection window follows the Data Source window. In the Table Selection window, select the tables that contain the data that you want to use in the report. You can select one table or many tables. Click Next to move to the next window. If you select more than one table, the Table Linking window appears. If you select only one table, the Field Selection window appears.

Selecting a table1 From the Tables Available list, double-click a table.

Result: The table moves from the Tables Available list to the Tables Selected list.

You can also click a table in the Tables Available list and then click the right arrow (>) to move it to the Tables Selected list. To remove a table from the Tables Selected list, click a table and then click the left arrow (<).



2 If you want to add another table, repeat step 1, otherwise click Next.

Result: If you select only one table, the Field Selection window appears. If you select more than one table, the Table Linking window appears. To select fields, see “Selecting a field or formula” on page 296. To link tables, see “Linking tables” on page 293.



Table Linking window (advanced report using ODBC)

If you create an advanced report and select more than one table in the Table Selection window, the Table Linking window follows.

In the Table Linking window, you can specify user-defined joins between table fields. For information about which linkage keys to use for different views, see the Contact Center Manager Historical Reporting and Data Dictionary.

Joins

When you select more than one table for a report, you must join the tables on a common field. The join type determines how the database compares the joined fields between the tables when it retrieves records for the report. You can use joins to link tables or to filter records.

When you use a join to link tables, the database returns additional database fields as part of the same record.

When you use a join to filter records, the database compares fields in the joined tables and filters the records that it returns based on the compared field.

Table linking join types

When you want to link database fields, use one of the following join types to include records that are an exact match in both tables:

Equal Join—Includes all the records in which the linked field value in both tables is an exact match.

Left Outer Join—Includes all the records in which the linked field value in both tables is an exact match, and all the records from the left table for which the linked field value has no match in the right table.

Right Outer Join—Includes all the records in which the linked field value in both tables is an exact match, and all the records from the right table for which the linked field value has no match in the left table.



Table linking examples

To illustrate the join types that you can use to link tables, this document uses the following Contact Center Manager Server database tables, fields, and records in each table linking example.

Supervisor table

SupervisorAgentAssignment table

The Supervisor table is the left table. The SupervisorAgentAssignment table is the right table. The common fields are the Supervisor.TelsetLoginID and the SupervisorAgentAssignment.SupervisorTelsetLoginID.

In these tables, assigned to supervisor Crowley are agents Browne and Young; assigned to supervisor Morris is agent Oliver; supervisor Kelly has no assigned agents; and agent Matthews is not assigned to a supervisor.

TelsetLoginID SurName

5100 Crowley

5200 Morris

5300 Kelly

SupervisorTelsetLoginID AgentTelsetLoginID AgentSurName

5100 5101 Browne

5100 5102 Young

5103 Matthews

5200 5104 Oliver



Equal Join exampleIn this example, the database returns only those records where a supervisor has an agent assignment.

Left Outer Join exampleIn this example, from the Supervisor table, the database returns all of the records; from the SupervisorAgentAssignment table, the database returns only those records where a supervisor has an agent assignment.

Right Outer Join exampleIn this example, from the Supervisor table, the database returns only those records where a supervisor has an agent assignment; from the SupervisorAgentAssignment table, the database returns all of the records.

TelsetLoginID SurName AgentTelsetLoginID AgentSurName

5100 Crowley 5101 Browne

5100 Crowley 5102 Young

5200 Morris 5104 Oliver





5300 Kelly




5103 Matthews




To filter records join typesWhen the purpose of the join is to filter the records, use join types that compare the values in the linked fields. The following join types are available:

Greater Than Or Equal Join—Includes all records in which the linked field value in the left table is greater than or equal to the linked field value in the right table.

Greater Than Join—Includes all records in which the linked field value from the left (iSkillsetStat) table is greater than the linked field value in the right (Skillset) table.

Less Than Or Equal Join—Includes all records in which the linked field value in the left (iSkillsetStat) table is less than or equal to the linked field value in the right (Skillset) table.

Less Than Join—Includes all records in which the linked field value in the left (iSkillsetStat) table is less than the linked field value in the right (Skillset) table

Not Equal Join—Includes all records in which the linked field value in the left (iSkillsetStat) table is not equal to the linked field value in the right (Skillset) table.

Record filtering examples

To illustrate the join types that you can use to filter records, this document uses the following Contact Center Manager Server database tables, fields, and records in each record filtering example.



iSkillsetStat table

Skillset table

The service level threshold for the Sales skillset is 10 seconds and the service level threshold for the Support skillset is 5 seconds. In the iSkillsetStat.CallAnsweredAfterThreshold field, the database stores the number of Sales calls that agents answer after 10 seconds and the number of Support calls that agents answer after 5 seconds.

In the iSkillset.MaxAnsweredDelay field, the database stores the wait time for the call that waits the longest before an agent accepts the call.

In all of the following record filtering examples, an Equal Join joins the iSkillset.SkillsetID and the Skillset.SkillsetID. The iSkillset table is the left table and the Skillset table is the right table. To filter the records, another join type links the iSkillset.MaxAnsweredDelay field and the Skillset.ServiceLevelThreshold field.

Timestamp SkillsetIDCallsAnswered

CallsAnsweredAfterThreshold

MaxAnsweredDelay

24/11/2005 10:00:00 10010 3 0 8

24/11/2005 10:00:00 10011 5 0 4

24/11/2005 10:15:00 10010 4 0 10

24/11/2005 10:15:00 10011 6 0 5

24/11/2005 10:30:00 10010 3 1 12

24/11/2005 10:30:00 10011 4 1 6

SkillsetID Skillset ServiceLevelThreshold

10010 Sales 10

10011 Support 5



Greater Than Or Equal Join exampleIn this example, the database returns only those records where the MaxAnsweredDelay value is greater than or equal to the ServiceLevelThreshold value.

Greater Than Join exampleIn this example, the database returns only those records where the MaxAnsweredDelay value is greater than the ServiceLevelThreshold value.

Less Than Or Equal Join exampleIn this example, the database returns only those records where the MaxAnsweredDelay value is less than or equal to the ServiceLevelThreshold value.

Timestamp SkillsetCallsAnswered


MaxAnsweredDelay

24/11/2005 10:15:00 Sales 4 0 10

24/11/2005 10:15:00 Support 6 0 5

24/11/2005 10:30:00 Sales 3 1 12

24/11/2005 10:30:00 Support 4 1 6



MaxAnsweredDelay

24/11/2005 10:30:00 Sales 3 1 12

24/11/2005 10:30:00 Support 4 1 6



MaxAnsweredDelay

24/11/2005 10:00:00 Sales 3 0 8

24/11/2005 10:00:00 Support 5 0 4

24/11/2005 10:15:00 Sales 4 0 10



Less Than Join exampleIn this example, the database returns only those records where the MaxAnsweredDelay value is less than the ServiceLevelThreshold value.

Not Equal Join exampleIn this example, the database returns only those records where the MaxAnsweredDelay value is less than the ServiceLevelThreshold value.

Linking tables1 From each of the left and right Tables lists, select a table.

2 From each of the left and right Fields lists, click a field to join on.

The selected field in the right Fields list must contain the same data as the selected field in the left Fields list.

3 From the join list, select a join type. For more information about join types, see “Joins” on page 287.

24/11/2005 10:15:00 Support 6 0 5



MaxAnsweredDelay

24/11/2005 10:00:00 Sales 3 0 8

24/11/2005 10:00:00 Support 5 0 4

Timestamp SkillsetIDCallsAnswered


MaxAnsweredDelay

24/11/2005 10:00:00 10010 3 0 8

24/11/2005 10:00:00 10011 5 0 4

24/11/2005 10:30:00 10010 3 1 12

24/11/2005 10:30:00 10011 4 1 6



MaxAnsweredDelay



4 Click Link.

Result: The selected tables, field, and join type appear in the Links list.

To remove an item from the Links list, click the item and then click Remove.

5 Click Next.

Result: The Field Selection window appears. To select fields, see “Selecting a field or formula” on page 296.



Field Selection window

Use the Field Selection window to select table fields and formulas. Fields and formulas appear in the Fields list. Fields appear under their relevant headings. Standard formulas appear under the Formulas heading. Formulas relating to views appear under separate headings for each view, for example, iAgentPerformanceStat Formulas.

The window that the Field Selection window follows is dependent on the following:

If youThen the Field Selection window follows

create a simplified report the Data Source window

create an advanced report and select only one table

the Table Selection window

create an advanced report and select more than one table

the Table Linking window



Selecting a field or formula1 In the Fields list, double-click a field or formula that you want to add to the

report.

Result: The selected field or formula is moved from the Fields list to the Fields Selected list.

By default the table name is appended to the field name when added to the Fields Selected list. To remove the table name, click the Toggle Table Name icon.

Tip: You can also click a field and click the right arrow button (>) to select a field. To select all fields and formulas, click a field in the Fields list and click the double right arrow button (>>). To remove a field from the Fields Selected list, click the field and click the left arrow button (<). To remove all fields from the Fields Selected list, click a field and then click the double left arrow button (<<).





3 To modify the properties of a field:

a. In the Selected Fields list, click a field.


Note: The Title box is a read-only field.

b. In the Width box, type a new width.

Note: A default width of 50 pixels applies to all selected fields.

4 Click Next.

Result: The Grouping window appears. To group fields, see “Selecting a field to group by” on page 298.



Grouping window

The fields and formulas selected in the Field Selection window appear in the Grouping window. In the Grouping window, you can select fields by which to group the data on the report and set the group sort order.

As an example, you select the iAgentBySkillset.Skillset field to group the report data by skillset. Two skillsets are available: Sales and Marketing. On the report, agent-by-skillset data appears under Sales and agent-by-skillset data appears under Marketing.

The Grouping window does not display certain dynamic formulas because these dynamic formulas represent groups and, therefore, you cannot use these formulas to group data.

Selecting a field to group by1 From the Fields list, double-click a field or formula.

Result: The selected field or formula moves to the Group by list.

2 To modify the properties of a group field:



a. From the Group by list, select a field.

b. From the Sort Order list, select a sort order.

Note: This step is optional.

c. From the The section will be printed list, select a length of time that defines when the group changes.

Note: This option is available only for Date, Time, and DateTime fields. It determines when the group prints. For example, selecting for each hour groups records together for each hour, and calculates group summaries for each hour.

3 Click Next.

Result: The Summaries window appears. To add summation types to your report, “Creating a summary” on page 302.



Summaries window

In the Summaries window, you can create summaries based on selected fields and formulas and select the report section to display the summaries. You can choose from a selection of summation types depending on the field or formula data type.

Summation types

Summation types are specific to the field data type. For example, the summation type Sum appears for integer fields but not for string fields. Selecting a summation type is optional if the formula, such as a dynamic formula, contains its own summation. A formula contains its own summation if:

the formula does not appear as an available field in the Grouping window

the Add button is enabled after you select a field and a group in the Summaries window without selecting a summation type

The available summation types are:

Summation type Field data type Description

Average Number and Currency

Sum of all items in a group divided by the number of items in the group.

Count Number, Currency, String, Date/Time, and Boolean

Total number of items in the group. Does not include empty database values (for example, an empty string field is not included).

Distinct Count Number, Currency, String, Date/Time, and Boolean

Total number of unique items in the group. Does not include empty database values (for example, an empty string field is not included).

Maximum Number, Currency, String, Date/Time, and Boolean

The largest value in the group.



ExampleThe following table lists the number of calls answered by four agents for three hourly periods.

The following table lists the results of each applied summation type for each agent.

Minimum Number, Currency, String, Date/Time, and Boolean

The smallest value in the group.

Standard Deviation

Number and Currency

Statistical test of how various values in a group deviate from the average value for that group. A larger value represents a greater deviation.

Sum Number and Currency

Sum of all items in a group.

Hour Agent 1 Agent 2 Agent 3 Agent 4

09:00 10 10 10 10

10:00 10 11 12 15

11:00 10 9 8 5

Summation Type Agent 1 Agent 2 Agent 3 Agent 4

Average 10 10 10 10

Count 3 3 3 3

Distinct Count 1 3 3 3

Maximum 10 11 12 15

Minimum 10 9 8 5

Summation type Field data type Description



In this example, all agents answered 30 calls from 09:00 to 11:00, based on the Sum summation type. On average, all agents answer 10 calls each hour, using the Average summation type. However, Agent 4 is less consistent than the other agents at answering the same number of calls each hour, using the Standard Deviation summation type.

Groups

You can place summary data in the following report sections:

report header

report footer

group headers

group footers

Creating a summary1 From the Fields list, click a field.

2 From the Summation Type list, click a summation type.

As you select the fields in the Fields list, the Summation Type list dynamically updates to show the types available for the selected field. For detailed information about summation types, see “Summation types” on page 300.

3 From the Groups list, select the check box for each group in which you want the summary to appear on the report.

Standard Deviation

0 1 2 5

Sum 30 30 30 30

Summation Type Agent 1 Agent 2 Agent 3 Agent 4



4 Click Add.

Result: The summary appears in the Summary Data list.

5 Click Next.

Result: The Report Layout window appears. For information about how you can change your report layout, see “Report Layout window” on page 304.



Report Layout window

All sections that are part of the report appear in the Report Layout window. The sections that you can include on a report are:

a report header section

a page header section

one or more group header sections

a details section

a report footer section

a page footer section

one or more group footer sections

By default, all sections, excluding group headers and group footers, appear in the report layout.

In the Report Layout page, you can view how the report looks and add, modify, or delete fields on the report. Report Creation Wizard automatically creates column headings in the Page Header section for each field in the Details section of the report.

You can identify a selected section, enabled sections, and suppressed sections by color. A selected section is purple, enabled sections are blue, and suppressed sections are grey. Suppressed sections do not appear on the printed report.

Moving a field

The column headings in the Page Header section link to the fields in the Details Section; if you move a field in the Details section, the heading associated with this field moves.

To move a field, do one of the following:

Click a field, hold down the left mouse button, and drag to move the object.Highlight the object and use the up, down, left and right arrow keys to move the object.



Resizing an object

To resize an object, do one of the following:

Move the mouse to the end of the object outline; when the cursor changes to a resize cursor, hold down the left mouse button, and drag to increase or decrease the size of the object.Highlight the object, hold down the Ctrl key and use the left and right arrow keys to resize the object.

Adding a text field1 Click a section in the Report View area.

2 Click the Add Text Object icon on the toolbar.

Result: A new text field is added to the selected section.

Object Properties

Use the Object Properties tab to modify group, field, or formula properties.

To modify object properties

1 Select a report section.

Result: The selected report section expands to reveal fields and formulas.

2 Select a field in a section to display the field properties in the properties bar.

Result: The selected field appears with a yellow background.

3 Click the Object Properties tab.

4 Depending on the selected object, you can modify the following properties:

Title—Type the field name. This is the name that appears on the report.

Height—Type a numeric value for the field height. The measurement is in pixels.

Width—Type a numeric value for the field width. The measurement is in pixels.

Left—Type a numeric value for the horizontal position of the field on the report. The value you enter represents the number of pixels from the left margin that the field is placed on the report.



Top—Type a numeric value for the vertical position of the field on the report. The value you enter represents the number of pixels from the top margin that the field is placed on the report

Format—From the Format list, select a time or number format. The Format property is available only when you select a number, currency, or Date/Time data type object.

Currency—From the Currency list, select a currency type. The Currency property is available only when you select a currency data type object.

Font—From the Font list, select a font type. This is the font type that appears on the report for the selected field. The available fonts are based on the fonts installed on the Contact Center Manager Administration server.

Note: If a font installed on the Contact Center Manager Administration server does not appear in the font list, the installed font might not meet certain requirements. For more information, see “Fonts are missing in Report Creation Wizard,” on page 444.

Font Color—From the Font Color list, select the font color to appear on the report for the selected field.

Font Size—From the Font Size list, select the font size to appear on the report for the selected field.

Text Align—From the Text Align list, select one of the following: Right, Left, or Center. This represents the field text placement within the field.

Bold—Select the Bold check box to apply bold to the field text that appears on the report.

Italic—Select the Italic check box to italicize the field text that appears on the report.

Underline—Select the Underline check box to underline the field text that appears on the report.

Suppress—Select the Suppress check box to suppress the field from the report.

5 Click Submit to save changes.

Result: The field is updated in the report view area.



Section properties

Use the Section Properties tab to suppress sections of the report. Suppressed sections do not print on the report.

Suppressing a report section

1 Select the section header that you want to suppress.

Result: The selected header appears in a different color.

2 Select the Section Properties tab.

3 On the Section Properties page, select the Suppress check box.

Result: The section header color changes to light grey.

Fields

Use the Fields tab to add fields to or remove fields from the report.

Adding a field to a report

1 Select the section header to which you want to add a field.

2 Click the Fields tab.

3 On the Fields page, select the field.

4 Click Add.

Result: The field is added to the selected section.

When you add a field to the Details section of the report, Report Creation Wizard adds a corresponding text heading to the Page Header section of the report. If you move that field, then the heading also moves so that it remains horizontally aligned with the field.

Removing a field from a report

1 Select the section header from which you want to remove a field.

2 Click the Fields tab.

3 On the Fields page, select the field.

4 Click Remove.

Result: The field is removed from the selected section.



When you remove a field from the Details section, Report Creation Wizard removes the corresponding heading from the Page Header section.

FormulasUse the Formulas tab to add formulas to or remove formulas from the report. Formulas appear under their relevant headings in the Formulas list. Standard formulas appear under the Formulas heading. Formulas relating to views appear under separate headings for each view, for example, iAgentPerformanceStat formulas. Report formulas, formulas that appear on the report and are not associated with a Report Creation Wizard formula, appear in the Formulas list.

Adding a formula to a report

1 Select the section header to which you want to add a formula.

2 Click the Formulas tab.

3 On the Formulas page, select the formula.

4 Click Add.

When you add a formula to the Details section of the report, a corresponding text heading is added to the Page Header section of the report. If that formula is subsequently moved, then the heading is moved so that it remains horizontally aligned with the field. If that field is later removed, then the heading is also removed from the Page Header section.

Removing a formula from a report

1 Select the section header from which you want to remove a formula.


3 On the Formulas page, select the formula.

4 Click Remove.

SortingUse the Sorting tab to select the sort direction and sort order of returned field data and returned formula data on the report, and to select the sort direction of returned group data on the report.



Select a sort direction to display the data for fields, formulas and groups in ascending or descending order. Select a sort order, to sort the order in which field and formula data appear on the report.

The sort order for returned group data is selected in the Grouping window.

Sorting the direction of a group

1 Click the Sorting tab.

2 On the Sorting page, click the Groups heading.

3 Select the group for which you want to change sort direction.

4 Select one of the following sort direction options:

Ascending

Descending

Original Order

Sorting the direction of a field or formula


2 On the Sorting page, click the Fields heading.

Result: The heading expands to reveal selected fields and formulas for the report.

3 Click the field or formula for which you want to sort the direction.

4 Select one of the following sort direction options:

Ascending

Descending

None

Sorting the order of a field or formula


2 On the Sorting page, click the Fields heading.

Result: The heading expands to reveal selected fields and formulas for the report.



3 Click the field or formula for which you want to change the sort order. To sort the order of a field or formula, you must first assign a sort direction to that field or formula.

4 Use the up and down arrows to change the sort order for the selected field or formula. Group sorts always appear first, followed by field and formula sorts.



Saving a report

1 Click the Save Report icon to save the report.

Result: The Save RCW Report window appears.



2 Choose a folder in which to save the report. When you save:

an existing report, the report is highlighted in the Save dialog box when the dialog box appears.

a new report, the report path in the Save dialog box defaults to your private report folder.

a report with the same name as an existing report, a message box appears asking you to confirm the overwrite.

a report, you can click the New Folder icon on the toolbar to create a new folder in which to save the report.

3 In the Report Name box, enter a name for the report.

4 Click Save. You can save the report at any time after you select at least one field.



Previewing a report

On the toolbar, click the Preview icon.

Result: The Report Viewer appears.

Preview Icon—The Preview icon is available after you select fields. The Report Viewer supports standard Crystal Report features such as export, print, and search. The Report Viewer lists the first 50 records in the database.

Page numbering—If the report spans more than one page, the first page of the report is numbered as 1+. Until you reach the last page of the report, it is not known how many pages the report contains. When the next page of the report appears, the numbering changes to 1 of 2+, and then to 1 of 3+, and so on, until the last page of the report appears. On the last page, the numbering changes to 1 of x, where x equals the total number of pages. For example, if the report is four pages, the numbering on the last page is 1 of 4.



Defining configuration settings

Use the Configuration Settings window to set the default properties for the report.

1 On the toolbar, click the Configuration icon.

Result: The Configuration Settings window appears.

2 In the Report Layout section, select the Portrait option or the Landscape option. This sets the page orientation for the report.

3 From the Default Font list, select a default font to apply to fields, formulas, labels, or summaries added to a report section. The available fonts are based on the fonts installed on the Contact Center Manager Administration server.

The previously selected default font still applies to objects added before you select the new default font.

If a font installed on the Contact Center Manager Administration server does not appear in the font list, the installed font might not meet certain requirements. For more information, see “Fonts are missing in Report Creation Wizard,” on page 442.



To import and edit a Report Creation Wizard report

Before you can run and schedule a Report Creation Wizard report in Contact Center Manager Administration, you must save and import the report to Historical Reporting. You can use the Import tool import a Report Creation Wizard report into a standard group or into your private folder. When you import a Report Creation Wizard report, the supported data ranges (Interval, Daily, Weekly, and Monthly) are automatically identified during the import procedure.

You can import Report Creation Wizard reports to Contact Center Manager Servers only.

Unlike user-imported reports, you need not synchronize Report Creation Wizard reports. After you import a Report Creation Wizard report, you can edit the report directly through Report Creation Wizard. When you save the report, all changes are effective immediately.

The procedure to import advanced (ODBC) reports is similar to simplified reports, except for the following:

You must manually enter the supported data ranges for each table referenced on the report.

You must specify the report type. Available report types are Historical, Configuration, and Networking.

Import tool

When you import a Report Creation Wizard report to Historical Reporting, you must complete the following sections in the Import tool:

Report Details

Report Options

Data Range



A detailed description is provided for the Data Range section because of the complexity involved in selecting the data range for the report. For information about the Report Details and Report Options sections, see “Importing a report” on page 318.

Data Range section

The Data Range specifies the interval modes supported in the report and the timestamp fields for each of those modes.

This section applies only to reports that include tables that contain accumulated statistics over a specified time period. If a report contains no such tables, such as a configuration report, leave the Data Range section blank.

Some databases store accumulated statistics in separate tables. The structure of the tables is the same; the only difference is that the stored data represents a different time period. For example, the Contact Center Manager Server database contains summarized historical statistics in four separate tables, which represent the following time periods:

Interval—The interval table stores historical statistics every 15 minutes.

Daily—The daily table stores historical statistics at the end of each day.

Weekly—The weekly table stores historical statistics at the end of each week.

Monthly—The monthly table stores historical statistics at the end of each month

Each table that includes time-specific accumulated statistics has a timestamp field. This field contains the date and time that represents the statistical data time period.

Table Alias listTo run a single report against more than one database table, a table alias is used on the report. Historical Reporting can change the table alias to point to the appropriate database table before the system generates the report. The Data Range specifies the tables associated with each period of time.



From the Table Alias list, select the table that stores accumulated statistics based on a specific time period. If more than one table alias stores accumulated statistics based on a specific time period, you must enter at least one table and timestamp field for each of the table aliases. When multiple tables have timestamp fields, join the timestamp fields in the Table Linking window.

Table and Timestamp boxesWhen you import an advanced report, you must provide a table and timestamp field for at least one interval mode. When you import a simplified report, the system automatically populates the tables and timestamp fields; the values are read-only.

The system uses the table and timestamp fields to determine how it retrieves data for each time period.

Interval Mode check boxesHistorical Reporting uses the interval mode check boxes to determine the data ranges available for the report.

When you import an advanced report, you must provide the data range in the associated Table and Timestamp boxes for the selected interval mode. For example, if you select the daily interval mode, you must enter values in the Daily Table and the Daily Timestamp boxes. When you import a simplified report, the system provides the data range for the selected interval mode. For example, if you select the weekly interval mode, the system automatically provides the associated data range.

Data Range Table Timestamp

Interval Table that contains interval data

Field used to filter date and time

Daily Table that contains daily data


Weekly Table that contains weekly data


Monthly Table that contains monthly data




Importing a report1 On the toolbar, click the Import to Historical Reporting icon.


2 In the Report Title box, type the name for the report. This is the name that appears in Historical Reporting.

3 Click Browse.

Result: The Open RCW Report dialog box appears.

4 Browse to and select the report to import.

5 Click Open.

Result: The Open RCW Report dialog box closes and the path appears in the Location box.




Nortel recommends that you use the Server Timezone default setting. This setting automatically adjusts the report interval based on the server time zone.

7 (Optional) In the Comment box, type any additional information about the report. This step is optional.



9 Select a Report Mode. The options are Standard or Private.

The Report Mode determines whether the report is imported to a standard or private folder location.

10 (For advanced reports only) From the Report Type list, select a report type.

11 From the Report Group list, select the standard report folder into which the report imports. For private reports, the report is imported into your private folder.



Result: The Data Range section expands. If you import a simplified report, the Table and Timestamp boxes auto-populate and are read-only. For detailed information about the Data Range section, see “Data Range section” on page 316.



14 If you import a simplified report, in the Data Range section, select the Interval Modes for which this report is generated.

15 If you import an advanced (ODBC) report, from the Table Alias list, select a table.

a. In the Table box, for the data range that matches the selected Table Alias time period, type the table name.

b. In the Timestamp box, for the data range that matches the selected Table Alias time period, type the name of the field.

For example, if report is based on the iSkillsetStat table alias, the entries for each data range are as follows.

Table Name Timestamp

Interval iSkillsetStat Timestamp

Daily dSkillsetStat Timestamp

Weekly wSkillsetStat Timestamp

Monthly mSkillsetStat Timestamp



16 Click Import.

Editing a Report Creation Wizard report in Historical Reporting1 In Historical Reporting, in the system tree, click the server to which you

want to log on.

2 Navigate to the folder in which the Report Creation Wizard report that you want to edit is stored.

The report icon for a Report Creation Wizard report is different from the report icon for a standard report.

Report Creation Wizard report icon

Standard report icon

3 In the folder that contains the Report Creation Wizard report, right-click the report and then select edit from the menu.

Result: The report appears in Report Creation Wizard in the Report Layout window.

All buttons in the navigation bar and the toolbar are enabled.



4 Edit the report.

5 On the toolbar, click Save.

Result: All changes are effective immediately.

Defining selection criteria for Report Creation Wizard reports

The following options are available when you define a Report Creation Wizard report in Historical Reporting:

define the selection criteria

schedule to print the report

schedule to send the report to a file

save the report

run the report immediately

For imported simplified and advanced (ODBC) reports, with a defined Timestamp field, you select the dates the same way as you do for user-defined reports.

You define the selection criteria for Report Creation Wizard reports differently than you do for user-defined reports. The following procedure explains how to define the selection criteria.

1 In Historical Reporting, in the system tree, select a Report Creation Wizard report.

Result: The Report Properties window appears.

2 In the Report Properties window, click Selection Criteria.

Result: The Selection Criteria heading expands. The fields of each selected Report Creation Wizard table populate the fields list.



3 From the fields list, select a field.

Result: The table name and the field data type appear and the criteria list is populated.

4 From the criteria list, select one of the following: Equals To, Is greater than, Is less than, Not Equal To, Between, IN, Starts With, or Contains.

Notes:

The field data type determines the values available in the criteria list.

If you select IN, you can filter the selected field based on multiple elements. If you select Equals To, you can filter the selected field based on only one element.

You can base the filter on any field from the tables that you include on the report, including fields that you did not select on the report.

5 Click the ellipsis (...).

Result: The Select Elements dialog box appears.

6 From the Select Elements dialog box, select a field value.

If you select IN from the criteria list, you can select multiple elements. To select all elements, select the Select All check box.

7 Click Choose.

Result: The Select Elements dialog box closes, and the selected field value appears in field value box.



8 Click Add.

Result: The selection criterion appears in the Selection Criteria list.

9 To define additional selection criteria, from the join list, select AND or OR and then repeat steps 3 to 8.



To create a sample simplified report

This section provides step-by-step instructions to create a sample Agent by Skillset Performance report.

The following table lists the high-level steps.

Step Task For step-by-step instructions, see

1 Select a report type. “Step 1: Select a Report Type” on page 326

2 Select the data source. “Step 2: Select a Data Source” on page 328

3 Select fields. “Step 3: Select fields” on page 330

4 Select group by fields. “Step 4: Select group by fields” on page 333

5 Select summary data. “Step 5: Select summary data” on page 335

6 Configure report layout. “Step 6: Configure report layout” on page 337

7 Save the report. “Step 7: Save the report” on page 341

8 Preview the report. “Step 8: Preview the report” on page 342

9 Import the report. “Step 9: Import the report” on page 343

10 Run the report. “Step 10: Run the report” on page 347



Step 1: Select a Report Type

Complete the following procedure to select a simplified report type.

Selecting a simplified report






4 Select Create Simplified Report (via Report Definitions).



5 Click Next.




Step 2: Select a Data Source

Complete the following procedure to select a simplified report definition.

Selecting the Agent by Skillset Performance report definition

1 In the Data Source window, under the Report Definitions folder, click the CS1000 (M1) folder.

Result: The folder expands to reveal CS1000 (M1) report definition folders.

2 Click the Agent Performance folder.

Result: The Agent Performance folder expands to reveal Agent Performance report definitions.

3 From the selected folder, select the Agent By Skillset Performance Stats report definition.

For a list of report definitions and descriptions, see Appendix A, “Report definitions.”.



4 Click Next.




Step 3: Select fields

Complete the following procedure to select fields for the report.

Selecting fields for the Agent by Skillset Performance report

1 In the Fields list, click the iAgentBySkillsetStat heading.

Result: The iAgentBySkillsetStat heading expands to reveal available fields.

2 In the iAgentBySkilsetStat list, double-click the following fields in the order listed:

Skillset

Timestamp

Time

AgentLogin

3 In the Fields list, click the iAgentBySkillsetStat Formulas heading.

Result: The iAgentBySkillsetStat Formulas heading expands to reveal available formulas.

4 In the iAgentBySkillsetStat Formulas list, double-click @RCW_AgentName.

5 From the iAgentBySkilsetStat view, double-click CallsAnswered.



6 In the iAgentBySkillsetStat Formulas list, double-click @RCW_TalkTime.

Result: Each selected field and formula moves from the Fields list to the Fields Selected list.

By default, the table name appears before the field name in the Fields Selected list. To remove the table name, click the Toggle Table Name icon.

Tip: Alternatively, to select fields, click the field and then click the right arrow button (>). To select all fields and formulas, click the double right arrow button (>>). To remove fields from the Fields Selected list, click the field and then click the left arrow button (<). To remove all fields from the Fields Selected list, click the double left arrow button (<<).

7 In the Selected Fields list, click iAgentBySkillsetStat.Skillset.

8 In the Width box, type 200.

A default width of 50 pixels applies to all selected fields.

9 In the Selected Fields list, click iAgentBySkillsetStat.Timestamp.




11 In the Selected Fields list, click iAgentBySkillsetStat.AgentLogin.


13 In the Selected Fields list, click iAgentBySkillsetStat.@RCW_AgentName.


15 In the Selected Fields list, click iAgentBySkillsetStat.CallsAnswered.


17 In the Selected Fields list, click iAgentBySkillsetStat.@RCW_TalkTime.


19 Click Next.

Result: The Grouping window appears.



Step 4: Select group by fields

Complete the following procedure to select group by fields for the report.

Selecting group by fields for the Agent by Skillset Performance report

1 In the Fields list, click the iAgentbySkillsetStat heading.

Result: The iAgentbySkillsetStat heading expands to reveal the available fields to group by.

2 In the iAgentbySkillsetStat list, double-click the following fields to group by:

Skillset

Timestamp (represents the date and time)

Result: Each selected field moves from the Fields list to the Group by list.

The @RCW_TalkTime formula is not available because it is a dynamic formula that already groups data.

3 In the Group by list, click iAgentbySkillsetStat.Timestamp.

4 From the This section will be printed list, select for each hour. This option is available only for Date, Time, and DateTime fields and defines when the group changes.



5 Click Next.

Result: The Summaries window appears.



Step 5: Select summary data

Complete the following procedure to select summary data for the report.

Selecting summary data for the Agent by Skillset Performance report

1 In the Fields list, click the iAgentBySkillsetStat heading.

Result: The iAgentBySkillsetStat heading expands to reveal available fields.

2 In the iAgentBySkillsetStat list, click CallsAnswered.

3 In the Summation Type list, click Sum.

For detailed information about summation types, see “Summation types” on page 300.

4 In the Groups list, select the Report Footer, Group Footer #1, and Group Footer 2# check boxes.

5 Click Add.

Result: A CallsAnswered summary for the Report Footer, Group Footer #1, and Group Footer #2 appears in the Summary Data list. Footer 1 generates a total for all data selected, Group Footer 1 generates a total for each selected skillset, and Group Footer 2 generates a total for each selected timestamp.

6 In the Fields list, click the iAgentBySkillsetStat Formulas heading.

Result: The iAgentBySkillsetStat Formulas heading expands to reveal available formulas.

7 In the iAgentBySkillsetStat Formulas list, click @RCW_TalkTime.

8 In the Groups list, select the Report Footer, Group Footer #1, Group Footer #2 check boxes.



9 Click Add.

Result: A @RCW_TalkTime summary for the Report Footer, Group Footer #1, and Group Footer #2 appears in the Summary Data list. Footer 1 generates a total for all data selected, Group Footer 1 generates a total for each selected skillset, and Group Footer 2 generates a total for each selected timestamp.

10 Click Next.

Result: The Report Layout window appears.



Step 6: Configure report layout

Complete the following procedure to configure the report layout.

Configuring the report layout for the Agent by Skillset Performance report

1 In the Report Layout window, double-click the Group Footer #1 section.

Result: The section bar changes color from blue to purple and expands to reveal the summary fields in this section.

2 In the Group Footer #1 section, click CallsAnswered.

Result: The Object Properties page appears on the left.

3 On the Object Properties page, in the Width box, type 80.

4 In the Group Footer #1 section, click @RCW_TalkTime.

5 On the Object Properties page, in the Width box, type 80.

6 Double-click the Group Footer #2 section.



7 In the Group Footer #2 section, modify the following Object Properties.

8 Double-click the Report Footer section.

9 In the Report Footer section, modify the following Object Properties.

10 Click the Group Footer #1 section.

11 Click the Add Text Field icon on the toolbar.

12 On the Object Properties page, modify the following properties:

a. In the Title box, type Skillset.

b. In the Width box, type 80.

c. In the Height box, type 20.

d. In the Left box, type 300.

e. In the Top box, type 3.

f. From the Text Align list, select Right.

g. Select the Bold check box.

13 Click the Group Footer #2 section.



a. In the Title box, type Timestamp.



Group Footer #2 field Width

CallsAnswered type 80

@RCW_TalkTime type 80

Report Footer field Width

CallsAnswered type 80

@RCW_TalkTime type 80







16 Click the Report Footer section.



a. In the Title box, type Totals.







19 Double-click the Page Header section.

20 In the Page Header section, click Time.


a. From the Font Color list, select Purple.

b. Select the Underline and Bold check boxes.

22 In the Page Header section, modify the following Object Properties.

Page Header field Title Width Font Color check boxes

AgentLogin Agent Login 80 Purple Bold

Underline

@RCW_AgentName Agent Name 120 Purple Bold

Underline

CallsAnswered Calls Answered

80 Purple Bold

Underline



23 Double-click the Group Header #1 section.

24 In the Group Header #1 section, click Skillset.


a. From the Font Color list, select Blue.

a. Select the Bold check box.


27 In the Group Header #2 section, click Timestamp.


a. From the Font Color list, select Blue.

a. Select the Bold check box.

@RCW_TalkTime Talk Time 80 Purple Bold

Underline

Page Header field Title Width Font Color check boxes



Step 7: Save the report

Complete the following procedure to save the report.

Saving the Agent by Skillset Performance report

1 On the toolbar, click the Save icon.

Result: The Save RCW Report window appears.

2 Select a folder in which to save the report.

3 In the Report Name box, type Agent By Skillset Performance.rpt.

Nortel recommends that you use a different name than the standard report definitions. This makes it easier to determine that it is a custom report and to determine the type of data that the report generates.

4 Click Save.



Step 8: Preview the report

Complete the following procedure to preview the report.

Previewing the Agent by Skillset Performance report


Result: The Agent By Skillset Performance report appears.

Note: Only the first 50 records appear in the report preview.



Step 9: Import the report

Complete the following procedure to import the report to Historical Reporting.

Importing the Agent By Skillset Performance report to Historical Reporting

1 On the toolbar, click the Import to Historical Reporting icon.




2 Click Browse.

Result: The Open RCW Report window appears.

3 Click Agent By Skillset Performance.

4 Click Open.

Result: The Open RCW Report window closes. The Location box populates.

5 In the Report Title box, type Agent By Skillset. This is the name that appears on the report.





7 (Optional) In the Comment box, type any additional information about the report.Click the Report Options header.


8 For the Report Mode, select Private. The Private Report Templates folder is automatically selected as the Report Group.


The Report Type is automatically selected based on the report definition. This field is read-only.



11 In the Data Range section, select all of the Interval Mode check boxes to run the report for all time frames.

The Table and Timestamp boxes auto-populate based on the report definition and are read-only.



12 Click Import.

Result: A message appears at the bottom of the import window stating “Report: Agent By Skillset imported successfully.”



Step 10: Run the report

Complete the following procedure to run the report in Historical Reporting.

Running the Agent By Skillset report

1 In Historical Reporting, click the server to which you imported the Agent By Skillset report.

2 Click the Private Report Templates folder.

Result: The Private Report Templates folder expands.

3 In the Private Report Templates folder, click the Agent By Skillset report.

Result: The Agent By Skillset report appears in the right pane.

4 Click the Selection Criteria heading.

Result: The Selection Criteria section expands.



5 From the field list, select Skillset Name.

6 From the criteria list, select Equals To.



8 From the Elements List, select Sales.

9 Click Choose.

Result: The Select Elements dialog box closes and Sales appears in the Condition box.

10 Click Add.

Result: The selection criteria appears in the Selection Criteria box.





Interval appears in the Data Range list and Intervals from X hours ago to X hours ago is selected.

12 From the Intervals from list, select 1.00.

Result: The report will display performance statistics for the Sales skillset retrieved one hour ago from the time the report runs.

13 Click Run Now.

Result: The report appears in the Ad-hoc Report Viewer.





To create a sample advanced report

This section provides step-by-step instructions to create a sample advanced Skillset Threshold report. The following table lists the high-level tasks.

Step Task For step-by-step instructions, see

1 Create an advanced report. “Step 1: Select a report type” on page 352

2 Select a DSN. “Step 2: Select a DSN” on page 353

3 Select tables. “Step 3: Select tables” on page 354

4 Link tables. “Step 4: Link tables” on page 355

5 Select fields. “Step 5: Select fields” on page 356

6 Select fields to group by. “Step 6: Select group by fields” on page 358

7 Select summary data. “Step 7: Select summary data” on page 360

8 Configure the report layout. “Step 8: Configure report layout” on page 362

9 Save the report. “Step 9: Save the report” on page 364

10 Preview the report. “Step 10: Preview the report” on page 364

11 Import the report. “Step 11: Import the report” on page 365

12 Run the report. “Step 12: Run the report” on page 368



Step 1: Select a report type

Complete the following procedure to select an advanced report type.

Creating an advanced report






4 Select the Create Advanced Report (via ODBC) option, and then click Next.




Step 2: Select a DSN

Complete the following procedure to select a DSN for an advanced report.

Selecting a DSN for an advanced Skillset Threshold report

1 In the DSNs Available list, double-click a CCMS DSN.

Result: The selected DSN is added to the DSNs Selected list. To remove a DSN from the DSN Selected list, select the DSN and click the left arrow (<).

You can add only one DSN system type to the DSNs Selected list, for example, CCMM or CCMS.

2 In the Selected DSN Properties area, type the user ID and password to access the data source.

For configured servers on the Contact Center Manager Administration server, the user ID and password automatically populate.

3 Click Next.

Result: The Table Selection window appears.



Step 3: Select tables

Complete the following procedure to select tables for an advanced report.

Selecting tables for an advanced Skillset Threshold report

1 In the DSNs list, click the CCMS DSN.

Result: Tables and views for the selected DSN appear in the Tables Available list.

2 In the Tables Available list, double-click dSkillsetStat and Skillset.

Result: The selected tables move to the Tables Selected list.

3 Click Next.

Result: The Table Linking window appears.



Step 4: Link tables

Complete the following procedure to link tables for an advanced report.

Linking tables for an advanced Skillset Threshold report

1 From the left Tables list, select iSkillsetStat.

2 From the left Fields list, select SkillsetID.

3 From the right Tables list, select Skillset.

4 From the right Fields list, select SkillsetID.

5 From the Join list, select Left Outer Join and then click Link.

The result set for the Left Outer Join includes all the records in which the skillsetID in both tables is an exact match. It also includes a row for every record in the iSkillsetStat table for which the SkillsetID has no match in the Skillset table. For more information about the available join types, see “Joins” on page 287.

Result: The linked SkillsetIDs appear in the Links list. To remove linked fields from the list, select the linked fields and click Remove.

6 Click Next.




Step 5: Select fields

Complete the following steps to select fields for an advanced report.

Selecting fields for an advanced Skillset Threshold report

1 In the Fields list, under the Skillset Formulas heading, double-click @RCW_SkillsetNameID.

2 In the Fields list, under the iSkillsetStat Formulas heading, double-click @RCW_ApplicationNameID.

3 In the Fields list, under the dSkillsetStat heading, double-click the following fields:

Timestamp

Time

CallsAnswered


4 In the Fields list, under the iSkillsetStat Formulas heading, double-click @RCW_CallsAnsweredBeforeThreshold.

5 In the Fields list, under the Skillset heading, double-click ServiceLevelThreshold.

Result: The selected field moves to the Fields Selected list.



You can also select fields by clicking the field and then clicking the right arrow button (>). To select all fields and formulas, click the double right arrow button (>>). To remove fields from the Fields Selected, list click the field and click the left arrow button (<). Click the double left arrow button (<<) to remove all fields from the Fields Selected list.



7 To modify the Selected Field Properties, in the Fields Selected list, click a field.


The Title box is a read-only field.

8 In the Width box, type a new width.

A default width of 50 pixels applies to all selected fields.

9 Click Next.

Result: The Grouping window appears.



Step 6: Select group by fields

Complete the following procedure to select group by fields for an advanced report.

Selecting group by fields for an advanced Skillset Threshold report

1 In the Fields list, under the Skillset Formulas heading, double-click @RCW_SkillsetNameID.

2 In the Fields list, under the iSkillsetStat Formulas heading, double-click @RCW_ApplicationNameID.

3 In the Fields list, under the dSkillsetStat heading, double-click Timestamp. This represents the date and time.

Result: Each selected field moves from the Fields list to the Group by list.

You can also click an item in the Fields list and then click the right arrow button (>) to add it to the Group by list. Alternatively, if you want to remove an item from the Group by list, click the item in the Group by list and then click the left arrow button (<).

4 To modify the Group Field Properties:

a. From the Group by list, select a field.



b. From the Sort Order list, select Descending Order.

Note: The option The section will be printed in the Grouping window (displayed in the previous graphic) applies to Date Time fields only. It determines when the group is printed. For example, selecting for each hour groups records together for each hour, and summaries added to the group calculate for each hour.

5 Click Next.

Result: The Summaries window appears.



Step 7: Select summary data

Complete the following procedure to select summary data for an advanced report.

Selecting summary data for an advanced Skillset Threshold report

1 In the Fields list, under the dSkillsetStat heading, click CallsAnsweredAfterThreshold.


This summation type totals all calls answered after the threshold is reached.

3 In the Groups list, select the following:

Report Footer

Group Footer #1

Group Footer #2

Group Footer #3

4 Click Add.

Result: The CallsAnsweredAfterThreshold field, Sum summation type, and the selected report sections appear in the Summary Data list.

5 In the Fields list, under the iSkillsetStat Formulas heading, click @RCW_CallsAnsweredBeforeThreshold.


This summation type totals all calls answered before the threshold is reached.

7 In the Groups list, select the following:

Report Footer

Group Footer #1

Group Footer #2

Group Footer #3



8 Click Add.

Result: The @RCW_CallsAnsweredBeforeThreshold formula, Sum summation type, and the selected report sections appear in the Summary Data list.

9 Click Next.

Result: The Report Layout window appears.



Step 8: Configure report layout

Complete the following procedure to configure the report layout of an advanced report.

Configuring the advanced Skillset Threshold report layout

1 Double-click the Page Header section.

2 In the Page Header section, click Time.

3 On the Object Properties page, change the following:

a. In the Height box, type 80.

Note: With a height of 80 pixels, the full text can print.

b. Select the Bold and Underline check boxes.

4 In the Page Header, click the next field.


a. In the Title box, change the title. For example, change CallsAnswered to Calls Answered, and change @RCW_CallsAnsweredBeforeThreshold to Calls Answered Before Threshold.

b. In the Height box, type 80.

c. Select the Bold and Underline check boxes.

6 Repeat steps 4 and 5 for the remaining Page Header fields.


8 In the Group Header #1 section, click @RCW_SkillsetNameID.


a. In the Width box, type 300.

b. Select the Bold check box.


11 In the Group Header #2 section, click @RCW_ApplicationNameID.







14 In the Group Header #3 section, click Timestamp.

15 On the Object Properties page, click Remove.


17 On the Formulas page, under the iSkillsetStat Formulas heading, click @RCW_TimestampGroupNameLabel.

The @RCW_TimestampGroupNameLabel is a dynamic formula that displays the data range and timestamp that you select when you import the report to Historical Reporting. Because this formula requires input from Historical Reporting, the results are not exact when you preview the report in Report Creation Wizard.

18 Click Add.

Result: The @RCW_TimestampGroupNameLabel is added to the Group Header #3 section and the Object Properties page appears.




20 On the Object Properties page, select the Bold check box for all fields in the following report sections:

Group Footer #1

Group Footer #2

Group Footer #3

Report Footer

Tip: To change the object properties of the field, double-click the report section and then click the field.



Step 9: Save the report

Complete the following procedure to save the advanced report.

Saving the advanced Skillset Threshold report

1 On the toolbar, click the Save Report icon.

2 Select the folder in which you want to save the report.

3 In the Report Name box, type Skillset Threshold.

4 Click Save.

Step 10: Preview the report

Complete the following procedure to preview the advanced report.

Previewing the Skillset Threshold report


Result: The Skillset Threshold report appears.



Step 11: Import the report

Complete the following procedure to import the advanced report to Historical Reporting.

Importing the advanced Skillset Threshold report to Historical Reporting

1 On the toolbar, click the Import To Historical Reporting icon.


2 In the Report Title box, type SkillsetThresholdReport. This is the name that appears in Historical Reporting.

3 In the Location box, type the path for the report. Alternatively, click Browse to browse to the report location for the Skillset Threshold report and then click OK.





5 (Optional) In the Comment box, type any additional information about the report.



7 For the Report Mode, select Private. The Private Report Templates folder is automatically selected as the Report Group.

8 From the Report Type list, select HistoricalNodal.






11 From the Table Alias list, select iSkillsetStat.

12 In the Table and Timestamp boxes, type the following for each Interval Mode.

13 Select all of the Interval Mode check boxes.

14 Click Import.

Result: A message appears at the bottom of the import window stating “Report: SkillsetThresholdReport imported successfully.”

Interval Mode Table Timestamp

Interval iSkillsetStat Timestamp

Daily dSkillsetStat Timestamp

Weekly wSkillsetStat Timestamp

Monthly mSkillsetStat Timestamp



Step 12: Run the report

Complete the following procedure to run the advanced report.

Running the advanced Skillset Threshold report in Historical Reporting

1 In Historical Reporting, click the server to which you imported the SkillsetThresholdReport report.

2 Click the Private Report Templates folder.

Result: The Private Report Templates folder expands.

3 In the Private Report Templates folder, click the SkillsetThresholdReport.

Result: The SkillsetThresholdReport appears in the right pane.



4 Click the Selection Criteria heading.

Result: The Selection Criteria section expands.

5 From the field list, select Skillset Name.

6 From the criteria list, select Equals To.



8 From the Elements List, select Sales.

9 Click Choose.

Result: The Select Elements dialog box closes and Sales appears in the Condition box.

field list criteria list condition box Ellipsis



10 Click Add.

Result: The Selection Criteria is added.



12 From the Data Range list, select Daily.

13 Select the Last 7 Days option.

14 Click Run Now.

Result: The report appears in the Ad-hoc Report Viewer.





Formulas

Formulas are stored in a database on the Contact Center Manager Administration server. A set of formulas used to create the current Contact Center Manager Administration reports comes with Report Creation Wizard as read-only.

To create additional formulas, use the formula editor. The formula editor provides:

a list of available fields and formulas

a subset of functions and operators offered by Crystal Reports

Report Creation Wizard custom functions and dynamic formula operators

For additional details about custom functions, dynamic formulas, and formulas shipped with Report Creation Wizard, see the Contact Center Manager Historical Reporting and Data Dictionary.

Available formulas

Available formulas are filtered by the following items:

System type—To share formulas for the same system type, a DSN alias is used. The DSN alias is created when the DSN entry is formatted as <system>_<IP Address>. The DSN alias for the Contact Center Manager Server CCM_47.166.105.6 is @CCM_DSN.

Database table—Each table is mapped to a table alias. With a table alias, a single formula can be used for multiple tables. For example, the table alias iAgentPerformanceStat applies to iAgentPerformanceStat, dAgentPerformanceStat, mAgentPerformanceStat, and wAgentPerformanceStat tables.

Switch type—This concept applies to Contact Center Manager Servers where the same tables have different database schemas based on switch type. For example, the formulas shown for CS 1000/Meridian 1 switches can differ from those shown for CS 2x00/DMS switches.



Formula editor

Use the formula editor to create new formulas or modify user created formulas. You can create new formulas by selecting the appropriate functions or operators or by entering free-form text. Formula syntax is automatically validated prior to saving. Formula syntax errors appear in the status bar. You can also manually validate formula syntax when you create a formula.

You cannot modify standard formulas.

To launch the Formula Editor window, click the Formula Editor icon in the toolbar.

Formula Editor window



The following lists, boxes, and buttons are available in the Formula Editor window.

Formulas list—Formulas appear under their relevant headings in the Formulas list. Standard formulas appear under the Formulas heading. User created formulas appear under the User Created Formulas heading. Formulas relating to views appear under separate headings for each view, for example, iAgentPerformanceStat formulas. Formulas are grouped as follows:

report formulas—These formulas appear on the report and are not associated with a Report Creation Wizard formula on the Contact Center Manager Administration server.

standard formulas—These are formulas in the Report Creation Wizard database that have no database field in the formula text.

user-created formulas—These are formulas in the Report Creation Wizard database that do not come with the Contact Center Manager Administration server.

table-specific formulas—These are formulas in the Report Creation Wizard database with at least one database field in the formula text.

For each table, a separate group of formulas is available. For example, if the report includes the table iAgentPerformanceStat, then the group iAgentPerformanceStat formulas appear.

Formula Name—The formula name appears here. You can modify formula names in user created formulas only. When you create a new formula, enter the formula name here.

Formula State—The formula state indicates whether a formula is valid or invalid and whether it is a standard formula or a user created formula.

Formula Text—The code for the formula appears in the Formula Text box.

Fields—Fields from the Field Selection window appear here. Formulas do not appear here. You can create formulas based on any field. Double-click a field to add it at the current cursor position in the Formula Text box. A field example is CallsAnswered, which is a database field that represents the number of answered calls.



For more information about Contact Center Manager Server or Contact Center Multimedia database fields, see the Contact Center Manager Historical Reporting and Data Dictionary.

Functions—These are functions that you can apply to a particular data type. A function example is Average(CallsAnswered), which returns an average of the calls answered value. Double-click a function to add it at the current cursor position in the Formula Text box. For more information about functions, refer to Contact Center Manager Administration online Help.

Operators—These are operators that you can use to complete formulas. An operator example is Add(x + y). Double-click an operator to add it at the current cursor position in the Formula Text box. For more information about operators, see the Contact Center Manager Administration online Help.

New button—Click New to create a new formula.

Copy button—Click Copy to create a copy of an existing standard or user -created formula. After you copy the formula, you can modify it.

Save button—Click Save to save and validate a new or modified formula.

Validate button—Click Validate to validate a new or modified formula. If an error is found, the system returns an error. For example, if a formula contains the syntax “Abcde” + 12345, the system returns an error as you cannot add a string value to a numeric value. Syntax errors are also detected.

Delete button—Click Delete to delete a user created formula. You cannot delete standard formulas.

Close button—Click Close to close a formula.



Report sections and templates

Report Creation Wizard reports consist of five main sections:

Report header

Page header

Details

Page footer

Report footer

You cannot remove these sections from the report; however, you can suppress them, which hides the section when the report is generated.

In addition, you can add Group sections, which consist of a group header and group footer.

By default, Report Creation Wizard applies a formatting template to the reports. This template adds the Nortel logo to the top right corner of the report. It also adds a black line to the top of the report header section, the page header section, and the page footer section.



Report template

Report header

The report header section is printed once, at the beginning of the report, and contains general information pertaining to the report, such as the report title, report interval, site name, and table names.



The following table lists the elements in the report header, copied from the template, and provides a brief description for each element.

Page header

The page header section is printed at the beginning of each new page and normally contains the column headings. When you add a data field or formula to the report detail section of the report, a default heading for that field is added to the page header section. You can edit the following heading properties, which you can add to this section through Report Creation Wizard:

heading name

heading size

position

some basic formatting, such as applying bold or underline formatting to the heading text

Report elements Description

Line Black line placed at the top of report.

Report Title The title of the report, as defined on the General – Report Properties property page. The formula @report_title is used to pass this data from Historical Reporting.

Logo The Nortel logo.

Report Interval The collection period for the report. The formula @report_interval is used to pass this data from Historical Reporting.

Site Name The name of the site used for the report. The formula @site_id_name is used to pass this data from Historical Reporting.

Table Name The table names used to generate the report. The formula @report_tablenames is used to pass this data from Historical Reporting.



The following table lists the elements in the page header and provides a brief description for each element.

Group headers and footers

The group header and footer sections are automatically added to the report when you specify a grouping. The group header prints at the beginning of each new group and the group footer prints at the end of each group.

Typically, the group header contains the group field details, while the group footer contains the group summaries.

Details

The report detail section is the main body of the report and prints once for each new record. This section typically contains fields or formulas related to the selected database table or tables.

Page footer

The page footer section of the report prints at the bottom of each page and contains the report file name, the print date, and the name of the person who printed the report, along with the page number. The page number and file name information appear by default on all reports. You cannot edit page number and file name information through the Report Creation Wizard interface.

Report element Description

Line Black line placed at the top of each page. This is copied from the template.

Column headings For each element added to the Details section of the report, a matching column heading is added. You can edit column headings.



The following table lists the elements in the page footer, copied from the template, and provides a brief description for each element.

Report footer

The report footer section of the report is printed once at the end of the report. This section is typically used to display the report grand total summaries.

Report element Description

Line Black line placed at the bottom of each page.

Report File Name The file path and file name of the report.

Printed By The logon ID of the user who printed the report.

Printed On The date and time the report was printed.

Page Number Page N of M, where N is the current page number and M is the total number of pages.



To customize the Report Creation Wizard template

To customize the Report Creation Wizard template, you need Crystal Reports 10.

The Report Creation Wizard templates on the Contact Center Manager Administration server are in the directory <InstallDirectory>\Apps\Reporting\Historical\rpt\RCW\Report Templates, where <InstallDirectory> represents the installation drive letter and directory path.

The Report Creation Wizard provides a template for landscape report layouts and a template for portrait report layouts. The two template files are:

RCWTabular_LS.rpt (landscape)

RCWTabular_PT.rpt (portrait)

The report template is applied to a report:

when a new report is initially created

each time the report layout is changed in the Configuration Settings page

The objects on the template are copied to the created report. This means changes to the original templates do not automatically apply to existing reports. See “Applying changes to existing reports” on page 386 for details.

Template objects

The object name identifies an object on a template. The object name must be unique and is not case-sensitive. As an example, the object names Picture1, picture1, and PICTURE1 are all the same.



When you apply a report template, Report Creation Wizard uses the object name to determine if an object exists on the report. If the object name is not found on the report, the object is added, using the settings and location specified in the report template. If the object name is found on the report, the existing object is replaced with the new object, using the settings and location specified in the report template.

Viewing or modifying the object name in Crystal Reports

1 Right-click on the object and select Format <Object Name> from the menu.

Result: The Format Editor appears.

2 Select the Common tab.

3 Verify or modify the value in the Object Name field.

4 Click OK.

To add new template objectsIf you add a new object to the template, ensure that the object name is the same for this object on both the landscape and portrait versions of the report template.

To update existing template objectsTo replace existing template objects with new objects, the object name must be the same as the previous template object. The following tables provide the objects and object names for the report templates provided with Contact Center Manager Administration.



Report HeaderThe following table lists the template objects in the report header section and the unique object name for each.

Page footerThe following table lists the report objects in the page footer section and the unique object name for each.

Object Object name

@report_title reporttitle1

Logo Picture1

Report Interval: Text2

@begin_date_end_date_interval begindateenddateinterval1

Site Name: Text4

site_id_name siteidname2

Table Name: Text1

report_tablenames reporttablenames1

Object Object name

File Path and Name FilePathandName1

Page N of M PageNofM1

Printed By: Text3

@Report_user Reportuser1

Printed On: Text5

@printed_date_time printedbydatetime1



Customizing the Report Creation Wizard template logo

You must update the logo on the portrait template and the landscape template. Complete the following steps for each report template.

1 Open the Report Creation Wizard template.

2 In the report header section of the report, select and delete the Nortel logo.

3 From the menu toolbar click Insert > Picture to insert a new logo.

4 Click Browse and select the new image to add to the template.

5 Drag the image to the desired location on the report header.



6 Right-click on the image and select Format Graphic from the menu.

Result: The Format Editor window appears.

7 Select the Common tab.

8 Verify that the Object Name for the picture is Picture1. This ensures that reports created with the original templates containing the Nortel logo update when you edit them.

9 Click OK.

10 Save the report template.

The original templates are part of the Contact Center Manager Administration installation. If your Contact Center Manager Administration installer or system administrator reinstalls the Contact Center Manager Administration software, you lose the template changes. A software update may replace the lost files. It is best to make a backup copy of these files to copy back to the Contact Center Manager Administration server if required. For more information, see the Contact Center Manager Administration Installation and Maintenance Guide.



Applying changes to existing reports

Changes you make to the report templates do not automatically copy to existing reports. Complete the following steps for each report:

1 Open the report in Report Creation Wizard.

2 Click the Configuration icon.

3 Change the Report Layout. If the current setting is landscape, change it to portrait. If the current setting is portrait, change it to landscape.

4 Click the Close button.

5 Click the Configuration icon.

6 Change the Report Layout back to the original setting.

7 Click the Close button.

8 Click the Preview icon to confirm that the changes are applied.

9 Click the Save icon to save the updated version of the report.


C h a p t e r 8

Emergency Help

In this chapter Overview 388

Starting Emergency Help 389


Emergency Help Standard 9.07

Overview

An agent might require assistance from the supervisor if, for example, a caller is abusive. To contact the supervisor, agents can press Emergency on their phoneset. When the button is pressed, the following events occur:

The Emergency button on the supervisor’s phoneset lights up.

If the supervisor is logged on to Emergency Help and has the Emergency Help display open or minimized on the desktop, a line of data detailing the emergency situation appears in the Emergency Help table. If the Emergency Help display is minimized when the emergency situation occurs, the display automatically maximizes on the supervisor’s desktop.

This chapter describes the main features of the Contact Center Manager Administration Emergency Help component. For more detailed information, see the Contact Center Manager Administration online Help.


October 2007 Emergency Help

Starting Emergency Help

When you log on to the Contact Center Manager Administration server, you can open the Emergency Help component from the main launchpad.

Starting the Emergency Help display

To view the Emergency Help, you must have the Emergency Help display open and minimized or maximized on your desktop. If agents press Emergency on their phoneset when you do not have the Emergency Help component open, you do not see the Emergency Help details. If agents press Emergency on their phonesets when the Emergency Help display is minimized on your desktop, the display automatically maximizes.

1 To view the Emergency Help window, click Emergency Help on the main launchpad, or on the Launchpad menu from any Contact Center Manager Administration component.

Result: The Emergency Help window appears.



2 On the system tree, click the server on which you want to view the Emergency Help.

Result: The Emergency Help window for that server appears.

The window shows the name, logon ID, and position ID of the agent who pressed the Emergency key. While the emergency situation is in effect, the agent’s status is Active. The window also shows the time when the emergency situation begins and ends.

You can print the list of agents in this window by clicking Print. You can also export snapshots of the Emergency Help displays as HTML files to the Contact Center Manager Administration server by clicking Export. You can use this snapshot data for future reference.

For more information about Emergency Help and for step-by-step procedures, see the Contact Center Manager Administration online Help.


October 2007 Emergency Help

When an emergency is resolved

When the emergency is resolved and the agent presses the Emergency key again, the agent’s status in the Emergency Help window changes to Closed, and the time when the situation ended appears.




C h a p t e r 9

Troubleshooting


Section A: General troubleshooting items 395

Section B: Contact Center Management 405

Section C: Access and Partition Management 409

Section D: Historical Reporting 411

Section E: Real-Time Reporting 425

Section F: Report Creation Wizard 439


Troubleshooting Standard 9.07

Overview

This chapter provides simple investigative tips to use when solving problems that can arise during daily contact center operation. This section is not intended as a comprehensive troubleshooting guide, but as a guideline for supervisors who experience difficulty in completing their normal functions.


October 2007 Troubleshooting

Section A: General troubleshooting items

In this sectionDisplay problems on the client PC 396

Problems while running two sessions on one client PC 397

Problems with Select All 398

Contents from about:blank Web site are blocked by IE Enhanced Security Configuration 400

Cannot launch windows in CCMA; pop-up windows are blocked 401

Contact Center Manager Administration logon screen displays ERROR:UNKNOWN! 403



Display problems on the client PC

If the layout of the Web interface in Contact Center Manager Administration is distorted, follow these steps.

Checking the display settings of your computer1 Click Start > Settings > Control Panel.

2 Double-click the Display icon.

3 On the Settings tab, drag the slider in the Desktop area box until the value reads at least 1024 x 768 pixels (it cannot be lower than this value).

4 From the Font size list, select Small Fonts.

5 Click OK to save your changes.

Setting the font size in Internet Explorer

In Internet Explorer, on the View menu, click Text Size > Medium.

Resizing the fontIf the text or content displayed in Internet Explorer is too large for the window, and you cannot resize the window, do the following:

In Internet Explorer, on the View menu, click Text Size > Smaller or Text Size > Smallest.



Problems while running two sessions on one client PC

You run more than one Contact Center Manager Administration session at once on the same client PC and experience difficulty.

Solution

For proper Contact Center Manager Administration functionality, you must not run more than one Contact Center Manager Administration session at any given time on a single client PC. In certain scenarios, if you run more than one session simultaneously on a client PC (with different Contact Center Manager Administration users), interference can occur between the sessions. In this situation, you must close all open sessions but one.



Problems with Select All(in Historical Reporting, Contact Center Management, and Access and Partition Management)

Your client PC (or the Contact Center Manager Administration server if you use it as a client PC) is running Windows Server 2003 (Enterprise or Standard Edition). When you open certain pages in Contact Center Management, Access and Partition Management, or Historical Reporting, you cannot use the Select All button to select all agents, skillsets, or access classes, and the Submit button remains unavailable when you click Select All. In addition, the Submit button remains unavailable when you click individual agents, skillsets, or access classes.

In Access and Partition Management, when you view a partition and you select a user from the Members area, you cannot see the selected user’s details.

Solution

This problem occurs only on PCs running Windows Server 2003 and on PCs used to connect to Contact Center Manager Administration. When Internet Explorer is used on a Windows Server 2003 platform, it includes the new Internet Explorer Enhanced Security Configuration, which is enabled by default. This configuration is designed to decrease the exposure of the server to potential attacks that can occur through Web content and application scripts.

One of the features of this configuration is to automatically block Web sites not listed in the Trusted Sites zone. In Contact Center Manager Administration, certain pages in Contact Center Management, Historical Reporting, and Access and Partition Management that contain lists of agents, skillsets, and access classes make use of a behind-the-scenes URL called about:blank to display the information correctly. Even after you add the Contact Center Manager Administration server URL as a Trusted Site (for example, http://swcservername), you still need to add the about:blank URL as a Trusted Site as well. Doing so ensures that the about:blank URL is not blocked by Internet Explorer and that the Select All and Submit buttons function properly.



Adding the about:blank URL as a Trusted Site

1 On the client PC (or the Contact Center Manager Administration server if you use it as a client PC) running Windows Server 2003, open Internet Explorer.

2 From the menu bar, select Tools > Internet Options.

Result: The Internet Options window appears.

3 Click the Security tab.

4 Click the Trusted Sites icon.

5 Click Sites.

Result: The Trusted sites window appears.

6 Ensure that the Require server verification {https:} for all sites in this zone check box is cleared.

7 In the Add this Web site to the zone box, type about:blank.

8 Click Add.

9 Ensure that about:blank appears correctly in the Web sites box.

10 Click OK to save your changes and return to the Internet Options window.

11 Click OK to close the Internet Options window.



Contents from about:blank Web site are blocked by IE Enhanced Security Configuration

You receive a message indicating that contents from the about:blank Web site are blocked by the Internet Explorer Enhanced Security Configuration.

Solution

For the solution to this problem, see “Problems with Select All” on page 398.



Cannot launch windows in CCMA; pop-up windows are blocked

When you attempt to launch a window in Contact Center Manager Administration, the window does not open. You might be presented with a message that states “Pop ups were blocked on this page.”

Solution

You have a pop-up blocker enabled on the client PC. To access all Contact Center Manager Administration functions, you must disable pop-up blockers. To disable Yahoo pop-up blockers, see “Turning off the Yahoo pop-up blocker” on page 401. To disable Google pop-up blockers, see “Turning off the Google pop-up blocker” on page 402. To disable the pop-up blocker that comes with Windows XP Service Pack 2, see “Turning off the Windows XP Service Pack 2 pop-up blocker” on page 402.

Several pop-up blockers are available, and the procedure to disable them might differ from the procedures listed here. For information about how to disable pop-up blockers not listed here, contact the pop-up blocker provider.

Turning off the Yahoo pop-up blocker


2 On the Yahoo toolbar along the top of the browser window, position the pointer over each of the buttons until you find the one with the tool tip Pop-Up Blocker Is On or Pop-Up Blocker Is Off. The button is usually to the left of the Highlight button.

3 Click the button with the tool tip Pop-Up Blocker Is On or Pop-Up Blocker Is Off to expand the menu.

4 Ensure the option Enable Pop-Up Blocker is switched off.



Turning off the Google pop-up blocker


2 On the Google toolbar, usually found along the top of the browser window, click the pop-up blocker icon.

Result: The icon now displays the text “Popups okay.”

Turning off the Windows XP Service Pack 2 pop-up blocker

Click Tools > Pop-up Blocker > Turn Off Pop-up Blocker.



Contact Center Manager Administration logon screen displays ERROR:UNKNOWN!

When you attempt to launch Contact Center Manager Administration the logon Screen displays ERROR: UNKNOWN!

Solution

Ensure that display settings for Internet Explorer are configured for Western European (ISO).

Configuring Internet Explorer display settings for Western European (ISO)

1 Open the Internet Explorer.

2 In Internet Explorer, select View > Encoding.

Result: The Encoding selection menu appears.

3 Ensure that Western European (ISO) is selected.

4 Close and reopen Internet Explorer to activate the changes.





Section B: Contact Center Management

In this section“No Supervisors Defined” error messages appear in Contact Center Management 406

Cannot remove user-defined partitions from agents in Contact Center Management 407



“No Supervisors Defined” error messages appear in Contact Center Management

You add supervisors through Contact Center Management and exit the component. When you return to the component and select the same server in Contact Center Manager Server on which you defined the supervisors, you find that the supervisors are not there, and an error message appears stating “No Supervisors Defined.”

Solution

Contact the administrator.



Cannot remove user-defined partitions from agents in Contact Center Management

When you remove a user-defined partition from an agent in the Agent Details window of Contact Center Management, a time out of Contact Center Manager Administration can occur.

Solution

To remove agents from a user-defined partition, remove the agent from the partition in the Access and Partition Management component instead of removing the partition from the agent in the Agent Details window in the Contact Center Management component.





Section C: Access and Partition Management

In this sectionCannot view agents or skillsets in User Defined Partitions view 410



Cannot view agents or skillsets in User Defined Partitions view

In the User Defined Partitions view of Access and Partition Management, you cannot view agents or skillsets on a selected user-defined partition.

InvestigationAsk the administrator to ensure that all servers configured in Contact Center Manager Administration are fully operational. If a partially operational server is listed for the user-defined partition, a failure to display agent and skillset information for the remaining servers can result.



Section D: Historical Reporting

In this sectionCannot access a report 412

Cannot print scheduled reports 414

Agent logon IDs appear instead of agent names in saved reports 416

Problems connecting to the data source in Historical Reporting 418

The Report Viewer is blank when launching an ad hoc report 419

Cannot synchronize imported reports: access denied on the network drive 420

Cannot synchronize imported reports; cannot copy to CCMA server 421

Cannot import custom report templates; ASP script timeout error occurs 422

Exporting large reports to PDF causes error message 423



Cannot access a report

You log on to a server on the system tree and you attempt to generate a report. However, the report that you want to generate does not appear in any of the folders on the system tree.

Investigation

To identify why the tree does not contain the report, answer the following questions.

Question Yes No

Are you logged on to the correct server in the tree?

Check the next question.

Each type of server (CS 1000/Meridian 1 nodal and networking, CS 2x00/DMS, NCC) contains specific types of standard public report templates. If you do not see a type of report template under one server, try logging on to another server.

Is the report included in the partition assigned to you?


Ask your system administrator to include the report in the partition assigned to you.

If the report is a user-defined report, are you logged on with the user ID of the user who created the report?


When you save a user-defined report in your Private Report Templates folder, your user ID is stored with it. Only you can access the report. If another user logs on to the PC, they cannot access it. Therefore, make sure that you log on as the user who defined the report.



If the report is a user-defined report, are you logged on to the server on which the report was defined?


When you save a user-defined report in your Private Reports Template or Group folder, the server name is stored with it. If you log on to another server, you cannot access the report. Therefore, make sure you log on to the server to which you connected when you defined the report.

Can you generate the report?

No further action required.

Contact your administrator for assistance.

Question Yes No



Cannot print scheduled reports

You scheduled a report to print. After the time to print elapsed, you find that no report was generated.

Investigation

To identify why the scheduled report did not print, answer the following questions.

Question Yes No

Did the administrator configure a default network printer on the Contact Center Manager Administration server?


Ask your administrator to configure a default network printer on the Contact Center Manager Administration server. The printer must be accessible to clients using Historical Reporting. For more information, see the Contact Center Manager Administration Installation and Maintenance Guide.

If the report is a user created report, are all data and formulas valid?


Report the problem to the author of the report.

If the report is a network report, is the network site available?


Contact the network administrator to determine whether you have access to the network site, and to find out whether the server is currently running.

Does the selection criteria for the report contain less than 300 entities?


Use the Report Properties window to check the Selection Criteria. Make sure that the number of entities selected is 300 or fewer.



Is the IP address of the client PC unchanged?


Scheduled reports are saved with the IP address of the server on which they were scheduled. If the server IP address changes, you must reschedule the report to reflect the new IP address.

Can you generate the report?

No further action required.

Contact your administrator for assistance.

Question Yes No



Agent logon IDs appear instead of agent names in saved reports

You open a private agent report for which you had chosen and saved agent names from the selection criteria. However, upon opening the saved report, instead of seeing the agent names in the Selected box, you see agent logon ID numbers.

Solution

When you first open a report, the selection criteria defaults to the agent logon IDs. However, the agent names that you select are saved with the report. To view them, complete the following procedure.

Viewing agent names

With the report open in the Report Properties window, from the filter list in the selection criteria area, select Agent Name again.

Result: The agent names that you originally chose replace the corresponding agent logon IDs in the Selected box.



Network call-by-call reports are missing data

You generate a network call-by-call report, but the report does not contain information about a call answered at the destination site during the selected interval.

Investigation

This problem occurs if the clocks at the source and destination sites are not synchronized. For example, a call is networked out from Toronto at 13:16:00 local time, and is answered in Chicago at 14:14:21 local time. In the Site parameters, the Time Zone Relative to GMT is configured as follows.

The Chicago administrator wants a Network Call By Call Statistics report with details about this call, and requests a report for the period from 13:00:00 to 13:15:00 (after converting local time to the time zone of the source site). The requested report does not contain any information about the desired call because the Network Call By Call Statistics report contains information about calls networked out from Toronto during this period only, and the call was actually networked during the previous period.

To troubleshoot the problem, check and synchronize the clocks at the source and destination servers.

For more information about time zones, see “Reports and time zones” on page 222.

Site Time Zone Relative to GMT

Toronto GMT-5

Chicago GMT-6



Problems connecting to the data source in Historical Reporting

You try to run historical reports, but when you connect to the server in Contact Center Manager Server, you see an error message in the Ad-Hoc Report Viewer window stating, “There is a problem connecting to the data source.”

Investigation

This problem can occur when the bindings order of the ELAN and Nortel server subnet network cards on the server in Contact Center Manager Server is not set up correctly. Your administrator must configure the bindings order of the network interface cards so that the Nortel server subnet network card comes first, then the ELAN network card, and then the virtual adapters for remote access. For details, see the Contact Center Manager Administration Installation and Maintenance Guide.



The Report Viewer is blank when launching an ad hoc report

When you launch an ad hoc report, the Ad-hoc Report Viewer is blank.

Solution

You must install the required third-party files on the client PC for the Crystal Reports viewer to function properly. For details, contact the administrator.



Cannot synchronize imported reports: access denied on the network drive

When you try to synchronize a user-imported report, the following message appears: “Access denied on the network drive.”

You are denied access to the network drive because the Contact Center Manager Administration IIS directory security account (that is, IUSR_SWC) cannot read the report template on the network drive.

The IUSR_SWC account cannot read the report template because of one of the following issues:

The source report folder on the network drive is not shared with read permissions for the IIS directory security account.

The Contact Center Manager Administration server is in a workgroup and the network PC is in a domain or vice versa.

Solution

To view possible solutions, see the Contact Center Manager Administration Installation and Maintenance Guide.



Cannot synchronize imported reports; cannot copy to CCMA server

When you try to synchronize a user-imported report, the following message appears: “Access denied: Cannot copy to the Contact Center Manager Administration server.”

This issue can occur if either the report is currently running and synchronization started at the same time, or during the last successful synchronization, the copied report template file had read-only attributes on the network folder.

Solution

To view possible solutions, see the Contact Center Manager Administration Installation and Maintenance Guide.



Cannot import custom report templates; ASP script timeout error occurs

A major architecture change occurred from Crystal Reports 8.5 to Crystal Reports 9 and later versions. From Crystal Reports 9 onwards, Crystal Reports reports are Unicode-compliant. This might cause delay or failure when you import and generate reports on Contact Center Manager Administration if the report templates were created in Crystal Reports 8.5 or earlier.

Solution

Resave the report templates that you cannot import and that run on Crystal Reports 8.5 or earlier in Crystal Reports 9 or Crystal Reports 10. After you resave the report templates in Crystal Reports 9 or Crystal Reports 10, you can import the report templates to Contact Center Manager Administration. For details about how to resave report templates, see the Contact Center Manager Administration Installation and Maintenance Guide.

Nortel recommends that only customers experiencing this issue perform this procedure.



Exporting large reports to PDF causes error message

When exporting a large report to PDF, the following error message appears: “The report was not exported. The selected export format may be disabled on the server.”

The error message appears if you attempt to export a report to PDF that has more than 300 pages.

Solution

To export a report to PDF with more than 300 pages, use the page selection fields to export reports in batches of 300 pages or less. For example, export page 1 to page 300 to PDF, and then import the remaining pages using ranges of 300 pages or less. Alternatively, you can schedule the report to export.





Section E: Real-Time Reporting

In this sectionCannot launch real-time displays 426

Real-time displays are blank 427

No names appear in real-time displays 431

New Web pages are replacing real-time displays in the same browser 432

Real-time displays crash when adding %Skillset_Abdnd_Aft_Th 433

Real-time displays crash when adding %Skillset_Abdnd_Aft_Th 433

Site does not appear in NCRTD when added by IP address 434

Modified agent names are not reflected in the Standard Agent display 435

Real-time displays do not work after rebooting or updating CCMA 436

New agents appear as UNKNOWN in real-time displays 437



Cannot launch real-time displays

When you log on to the client PC and try to launch a real-time display, it does not launch.

Solution

In Contact Center Manager Administration, the system downloads and registers a new RTDControl to the client PC when you launch a real-time display for the first time. If you cannot launch real-time displays on a client PC, then it might be because you have enforced user policies that deny access to the registry on the PC, and, therefore, prevent the system from downloading and registering the new RTDControl.

1 Log on to the client PC as the local administrator (or as a user with registry permissions).

2 Open Contact Center Manager Administration.

3 Open the Real-Time Reporting component.

4 Launch a real-time display.

Result: The system downloads and registers the required RTDControl to the client PC. Now regular users can log on to the client PC and launch real-time displays.

5 Perform this procedure on every client PC on which real-time displays are launched.



Real-time displays are blank

When you launch a real-time display, it contains no data.

Investigation

Check the following:

Ensure that the LAN/WAN supports multicast traffic by contacting your network administrator to confirm that the routers have multicast capabilities.

Verify that you can send and receive data between the server in Contact Center Manager Server, the Contact Center Manager Administration server, and the clients. For more information, see the Contact Center Manager Administration Installation and Maintenance Guide.

Confirm that the Real-time Statistics Multicast (RSM) components are sending data to the same IP multicast address.

Check the IP Receive address for the Contact Center Manager Administration server. Make sure that it matches the IP Send multicast address setting in Contact Center Manager Server. For more information, see the Contact Center Manager Administration Installation and Maintenance Guide.

Multicast and unicast icons in real-time displaysTo help you troubleshoot problems with real-time displays, when you first launch a display and while the system is retrieving data, an icon appears on the display, identifying whether the Contact Center Manager Administration server supports multicast clients, unicast clients, or both multicast and unicast clients.



The following graphic shows a display in which both icons appear, indicating that the Contact Center Manager Administration server supports both multicast and unicast. In cases where only one transmission method is enabled, only the corresponding icon appears on the display.

After the display launches, the icon indicates the transmission mode used to launch the display. The following graphic shows a display receiving data through a unicast connection, a dedicated connection between the Contact Center Manager Administration server and client PC.

If this display receives multicast data, a multicast icon appears at the top and there is no direct connection to the Contact Center Manager Administration server. Instead, the client listens to a shared multicast data stream.

Real-time displays can appear blank for a number of reasons, as described in the following scenarios.



No unicast sessions availableThis error normally appears on a client computer when an attempt to open a unicast channel fails and the client is not receiving multicast data. From the error message shown in the following graphic, you can see that the Contact Center Manager Administration server supports both multicast and unicast clients, so the implication is that this client is on a unicast-only segment of the network. The absence of a unicast icon indicates that the unicast connection was not successfully established and the client PC is not receiving data packets. In this case, close the display and try to launch it again later.

No relevant dataThe following window appears on a client computer when it is receiving data, but the data is not relevant for the current display (for example, when the information is not available within the user’s partition or the current filter blocks the data from the display). The presence of the unicast icon indicates that a unicast connection was successfully established and the client PC is receiving data packets.



No data is available on the networkThe following window appears on a client PC when it is not receiving any data. No icon appears at the top of the window, indicating that the display is not receiving any data. The Transmit Mode = Multicast note implies that the server supports multicast only, but, in this case, the client PC is not receiving multicast data. This might be the result of a network problem, or it might mean that the server should support unicast, but it is not enabled. Report the problem to your administrator so that they can check the Contact Center Manager Administration server settings and enable unicast, if necessary. The administrator can also check the network settings to determine why the client PCs cannot receive multicast data.

The characters * and 0 appear in the displayOccasionally, the statistics in a real-time display might stop updating, and the characters * and 0 appear instead of the variable fields, as shown in the following graphic. In a unicast environment, this indicates that the server stopped sending data to this client. You must close and reopen the display. In a multicast environment, this indicates that the server may have stopped sending the multicast stream. Run a trace on the Contact Center Manager Administration server if the problem persists.



No names appear in real-time displays

The following symptoms appear in your real-time displays:

Agent names and answering skillset names appear as *UNKNOWN* in agent real-time displays.

Route names appear as *UNKNOWN* in route real-time displays.

IVR queue names appear as *UNKNOWN* in IVR real-time displays.

Skillset and application names appear incorrectly in skillset and application real-time displays.

Investigation

There might be a problem with the network settings or the configuration of your DNS server, or there might be delays in the network causing timeouts.

Ensure that the network is functioning correctly, the DNS is configured correctly on the Contact Center Manager Administration server, and the DNS is providing responses within a reasonable time (for example, less than 10 seconds). For more information, see the Contact Center Manager Administration Installation and Maintenance Guide.



New Web pages are replacing real-time displays in the same browser

When you view a display on your desktop, if you open a link to another Internet site from Microsoft Outlook, the new Web page replaces the real-time display in the same browser window.

Solution

To keep the real-time display open and launch links from Microsoft Outlook in a new browser window, follow this procedure.

Launching links from Microsoft Outlook in a new browser window

1 In Internet Explorer, click Tools > Internet Options.

2 Click the Advanced tab.

3 Under Browsing, ensure that the Reuse windows for launching shortcuts check box is not selected.

4 Click OK.



Real-time displays crash when adding %Skillset_Abdnd_Aft_Th

If you add %Skillset_Aft_Abdn_Trshold to a custom formula, and then add the custom formula to a real-time display, the real-time display crashes when you try to run it. If you add %Skillset_Aft_Abdn_Trshold directly to a real-time display, the real-time display launches without problem.

Solution

Add %Skillset_Aft_Abdn_Trshold directly to real-time displays.



Site does not appear in NCRTD when added by IP address

When the administrator adds a Contact Center Manager Server in Configuration, if the administrator adds the server by IP address instead of by server name (by typing the IP address, not the server name, in the Server Name box), networked sites do not appear in the network consolidated real-time displays.

Solution

Modify the server configuration by entering the server name. For more information, see the Contact Center Manager Administrator’s Guide.



Modified agent names are not reflected in the Standard Agent display

If you modify the first or last name of a logged of agent, log the agent on, and then launch a Standard Agent display, the original agent name, not the modified agent name, appears in the Standard Agent display.

Solution

Restart the Contact Center Manager Administration iceRTDService and relaunch the Standard Agent display. For more information, see the Contact Center Manager Administrator’s Guide.



Real-time displays do not work after rebooting or updating CCMA

After rebooting or upgrading the Contact Center Manager Administration server, real-time displays do not work. This can occur if adapters are not available when the IceRTDService tries to bind to them.

Solution

To resolve the issue, contact your administrator.



New agents appear as UNKNOWN in real-time displays

When you add new agents, they appear as UNKNOWN in real-time displays.

Investigation

This problem occurs if the administrator installs VERITAS Backup 9.1 on the Contact Center Manager Administration server and does not change the default port setting.

When you install VERITAS Backup 9.1, it uses the default TCP port setting of 10 000, which is also the default port for the Contact Center Manager Administration Toolkit NameService. This conflict results in Contact Center Manager Administration malfunctioning (administrative changes, such as agent and skillset name changes, are not updated in real time, requiring you to restart the ICERTDService to refresh the cache).

Solution

Contact your administrator.





Section F: Report Creation Wizard

In this sectionCannot obtain or release a license 440

Launching RCW: Crystal RAS service fails to start 441

RCW reports fail to run in Historical Reporting 442

Cannot view agents or skillsets in User Defined Partitions view 410

Fonts are missing in Report Creation Wizard 444



Cannot obtain or release a license

Intermittently, the Contact Center Manager Administration License Manager Service cannot grant a license or cannot release a license. This is because the Contact Center Manager Administration License Manager Server grace period for Report Creation Wizard is not fully functional.

Solution

Restart the License Manager on the Contact Center Manager Server and restart the Contact Center Manager Administration License Manager Services on the Contact Center Manager Administration server.

Restarting the License Manager

1 On the Contact Center Manager Server, select Start > All Programs > Administrative Tools > Services.

Result: The Services window appears.

2 Select the Extended tab.

3 On the Extended page, in the list, select CC License Manager.

4 Click the Restart link to restart the service.

5 From the menu, select File > Close to close the Services window.

Restarting the License Manager Services

1 On the Contact Center Manager Administration server, select Start > All Programs > Administrative Tools > Services.

Result: The Services window appears.

2 Select the Extended tab.

3 On the Extended page, in the list, select CCMA LMService.

4 Click the Restart link to restart the service.

5 From the menu, select File > Close to close the Services window.



Launching RCW: Crystal RAS service fails to start

If Database Execution Prevention (DEP) is enabled for all programs and services, when a user launches Report Creation Wizard, the following error message appears: “Failed to create a new report document. Check that the Crystal RAS service is running. Exception: failed to connect to server “localhost”. Error returned from Windows Socket API: 0.”

Additionally, the Crystal Report Application Server service fails to start. If you attempt to manually start the service, the following error message appears:

Solution

Nortel recommends that you configure DEP for essential Windows programs and services only. For more information, see the Contact Center Manager Administrator’s Guide.



RCW reports fail to run in Historical Reporting

If hardware-base DEP is enabled for all programs and services, then Report Creation Wizard reports with Report Creation Wizard formulas fail to run in Historical Reporting. These formulas depend on functions added to the Crystal Reports framework using the Crystal User Function Library (CRUFL).

When a user runs a Report Creation Wizard report with Report Creation Wizard formulas in Historical Reporting, the Report viewer window launches but the report does not appear. In addition, a warning message appears in the Event Log under System. The message has a W3SVC source and is similar to the following:

If rapid-fail protection is enabled for the application pool, the application pool is automatically disabled. This stops all applications configured to run in the same application pool from running. By default, Contact Center Manager Administration server is installed to run in the pool DefaultAppPool. If rapid-fail protection occurs, an error message appears in the Event Log under System. The message has a W3SVC source and is similar to the following:



Solution

Nortel recommends that you configure DEP for essential Windows programs and services only. For more information, see the Contact Center Manager Administrator’s Guide.



Fonts are missing in Report Creation Wizard

Fonts are missing from the font list on the Configuration Settings page and the Report Layout page in Report Creation Wizard.

Investigation

The available fonts in Report Creation Wizard are the fonts installed on the Contact Center Manager Administration server. Verify with the administrator that the installed fonts meet the following requirements:

The font must be a TrueType font.

The font must support the following styles: regular, bold, italic, underlined, and strikethrough.

The font must support ANSI or Symbol character sets. The font can also support other character sets, such as ShiftJIS or ChineseBig5.

Fonts installed on the Contact Center Manager Administration server that do not meet these requirements are not available in Report Creation Wizard.


A p p e n d i x A

Report definitions


Common Definitions 447

CS1000 (M1), CS2x00 (DMS), and SIP_CC 448

Multimedia (CCMM) 455

Network Consolidated (NCC) 457


Report definitions Standard 9.07

Overview

Report Creation Wizard provides report templates that you can use to create reports. This section lists all of the report templates and provides a description for each one.


October 2007 Report definitions

Common Definitions

The Common Definitions folder appears when you launch Report Creation Wizard from any server. The Common Definitions folder contains the License Manager folder.

License Manager

The License Manager folder contains the License Usage Stat report definition.

Report definition Description

See the following views in the Contact Center Manager Historical and Reporting Data Dictionary

License Usage Stat

Provides a summary of license usage historical statistics, including the feature, the client IP address, and the maximum number of used licenses.

LicenseStat



CS1000 (M1), CS2x00 (DMS), and SIP_CC

Each switch type lists the report definitions available on a Contact Center Manager Server. When you launch Report Creation Wizard from a Contact Center Manager Server, the switch type determines which folder is available. For example, if the switch type is Communication Server 2x00/DMS, then the CS2x00 (DMS) folder appears, while the CS1000 (M1) and SIP_CC folders are unavailable.

Not all report definitions are available for each switch type. Differences, if applicable, are noted for each report definition.

Agent Performance

The Agent Performance folder contains the following report definitions:



Agent By Application Performance Stats

Provides summary performance data for each application and for each agent that handled a contact from that application

AgentByApplicationStat

ApplicationStat

Agent By Skillset Performance Stats

Provides summary performance data for each skillset and for each agent that handled a contact from that skillset.

AgentBySkillsetStat

SkillsetStat

Agent Login Logout Stats

Provides detailed information about the distribution of an agent's time during work hours.

eAgentLoginStat

Agent Performance Stats

Provides summary performance measurement information for Contact Center Manager agents.

AgentPerformanceStat



Call By Call

The Call By Call folder contains the Call By Call report definition.

Configuration

The Configuration folder contains the following report definitions:



Call By Call Provides detailed information on a per-contact event basis.

eCallByCallStat



Activity Code Properties

Lists all of the configured activity codes and their assigned names.

AcitivityCode

Activity Code Properties

Lists all of the configured activity codes and their assigned names.

AcitivityCode

Agent By Supervisor Properties

Lists all agents, reporting supervisor assignments, and associated supervisor assignments. For more details, see view in the Contact Center Manager Historical and Reporting Data Dictionary.

SupervisorAgentAssignment

Agent Properties Lists all agents, agent properties, and agent supervisor assignments. For more details, see in the Historical and Reporting Data Dictionary.

Agent




Agent Skillset Assignment

Lists agent-to-skillset assignments and their properties.

ScheduledSkillsetAssignment

Agent Skillset Properties

Lists agent properties, skillset properties, and the skillsets assigned to the agents.

Agent

Skillset

SkillsetByAgent

Agent Supervisor Assignment

Lists agent-to-supervisor assignments and their properties.


ScheduledSupervisorAssignment

Application Script Properties

Shows the relationship between application scripts.

ApplicationByScript

Application Template Properties

Lists all applications and properties, and all application threshold classes and properties.

Application

ApplicationThresholdTemplate

CDN Properties Lists the CDNs, CDN names, and CDN statuses.

CDN

Database View Definitions

Shows all of the database views available in the Contact Center Manager database.

Views

DNIS Properties Shows the DNIS numbers and their properties.

DNIS

IVR Queue and Port Properties

Lists the voice ports and properties, the IVR ACD-DNs and properties, and the IVR threshold classes and properties.

IVRPort

IVRQueue

IVRThresholdTemplate

Logged In Agent Position ID

Lists agents and agent properties. Agent

eAgentLoginStat





Real Time Template Properties

Lists real-time display definitions, column definitions, general properties, and custom formulas.

RealTimeColumn

RealTimeTemplate

Route Properties Not available for CS 2x00/DMS. Lists the routes and properties, and the route threshold classes and properties.

Route

RealThresholdTemplate

Script Variable By Script

Lists the script variables. ScriptVariables

Script Variable Properties

Lists the script variables and their properties.

ScriptVariableProperties

ScriptVariables

Skillset Properties Lists all skillsets and their general properties.

Agent view

Skillset view

SkillsetByAgent view

Supervisor Properties

Lists all Contact Center Manager supervisors and their general properties.

Supervisor view

SupervisorAgentAssignment view

Telephone Display Properties

Not available for CS 2x00/DMS. Lists the configured telephone display types and their general properties.

PhonesetDisplay





Network

The Network folder contains the following report definitions:



Application Stats Provides summary performance data for each application.

ApplicationStat

DNIS Stats Provides summary information for each DNIS.

DNISStat

Network Incoming Calls

Provides summary information for all incoming Network Skill-Based Routing contacts received at a site.

NetworkInCallStat

Network Out Going Calls

Provides summary information for all outgoing Network Skill-Based Routing contacts received at a site.

NetworkOutStat

Route Stats Not available for CS 2x00/DMS. Provides summaries of all occurrences of all trunks busy, and network outcall blocked information for each route.

RouteStat

Skillset Stats Provides summary performance data based on a combination of skillset and application contact information.

SkillsetStat



Other

The Other folder contains the following report definitions:



Activity Code Stats

Provides summary information for each activity code. Activity code statistics identify the contact types handled by an agent, and provide detailed information about how Not Ready time is spent. You can use these statistics to monitor an agent’s work and time distribution within a work day.

ActivityCodeStat

Application Stats Provides summary performance data for each application.

ApplicationStat

CDN Stats Provides summary contact traffic information for each configured CDN (route point) on the server.

CDNStat

DNIS Stats Provides summary information for each DNIS.

DNISStat

IVR Port First Login – Last Logout

Provides detailed information about how an IVR port time is distributed while in service and out of service.

eIVRPortLoginStat

IVR Port Stats Provides summary performance measurement information for IVR ports.

IVRPortStat



IVR Stats Provides summary performance measurement information for the port resources of IVR queues.

IVRStat

Ran Music Route Stats

Provides summary resource usage information for each RAN and music route.

RanMusicRouteStat

Route Stats Not available for CS 2x00/DMS. Provides summaries of all occurrences of all trunks busy, and network outcall blocked information for each route.

RouteStat

Skillset Stats Provides summary performance information based on a combination of skillset and application contact information.

SkillsetStat

Trunk Stats Not available for CS 2x00/DMS. Provides summary trunk resource usage information.

TrunkStat





Multimedia (CCMM)

The Multimedia (CCMM) folder contains the available report definitions for Contact Center Multimedia. This folder is available if you launch Report Creation Wizard from a Contact Center Manager Server with an associated Contact Center Multimedia server.

Multimedia (CCMM)

The Multimedia (CCMM) folder contains the following report definitions:

Multimedia (CCMM) > Outbound

The Multimedia (CCMM) > Outbound folder contains the following report definitions:



Contacts Outstanding Drilldown

Provides the total number of outstanding contacts and details for each skillset.

ContactsOutstanding

Contacts Outstanding Summary

Provides the total number of outstanding contacts for each skillset.

ContactsOutstandingSumm



Campaign Agent Script Data

Lists the answers provided for each outbound contact question.

CampaignAgentScriptResultsCallByCall



Campaign Call by Call Data

Provides the details for each outbound contact.

CampaignCallByCallDetails

Campaign Summary Data

Provides the total number of outbound contacts by disposition code.

CampaignSummary

Script Summary Lists the questions and details for each script.

ScriptSummary





Network Consolidated (NCC)

The Network Consolidated (NCC) folder contains the available report definitions for a Network Control Center (NCC) server. This folder is available when you launch Report Creation Wizard from an NCC server.

Call By Call

The Call By Call folder contains the Network Call By Call report definition.

Network Consolidated (NCC) > Configuration

The Network Consolidated (NCC) > Configuration folder contains the following network report definitions:



Network Call By Call

Provides detailed information for contact events that occur at the destination site.

eNetCallByCallStat



Network Skillset Routing Properties

Lists all of the network skillsets and their properties.

NCCNetworkSkillset

NCCRankingAssignment

Network Table Routing Assignments

Lists the Network Control Center table routing assignments.

NCCNetworkSkillset

NCCRanking



Network Consolidated (NCC) > Other folder

The Network Consolidated (NCC) > Other folder contains the following network report definitions:



Network Application Consolidated Statistics

Provides summary performance data for each application for all destination sites.

AppConStat

Network DNIS Consolidated Statistics

Provides summary information for each DNIS for all destination sites.

DNISConStat

Network In Call Consolidated Statistics

Provides summary information for all incoming Network Skill-Based Routing contacts received at all destination sites.

NetInCallConStat

Network Out Consolidated Statistics

Provides summary information for all outgoing Network Skill-Based Routing contacts received at all destination sites.

NetOutConStat

Network Skillset Consolidated Statistics

Provides summary performance information based on a combination of skillset and application contact information for all destination sites.

SkillsetConStat


Glossary

A accelerator keyA key on a phoneset that an agent can use to place a call quickly. When an agent presses an accelerator key, the system places the call to the configured number associated with the key. For example, if an agent presses the Emergency key, the system places a call to the agent’s supervisor.

ACCESSAn internal protocol used by Contact Center Manager Server to directly control some of the voice services available on the CallPilot or Meridian Mail platform.

access classA collection of access levels that defines the actions a member of the access class can perform within the system. For example, a member of the Administrator access class might be given a collection of Read/Write access levels.

access levelA level of access or permission given to a particular user for a particular application or function. For example, a user might be given View Only access to historical reports.

ACCESS linkA communication channel between Contact Center Manager Server and CallPilot or Meridian Mail.

ACCESS voice portA voice port controlled by the ACCESS link.

ACD callSee automatic call distribution call.

ACD-DNSee automatic call distribution directory number.


Glossary Standard 9.07

ACD groupSee automatic call distribution group.

ACD routing tableSee automatic call distribution routing table.

ACD subgroupSee automatic call distribution subgroup.

acquired resourceA resource configured on the switch under the control of Contact Center Manager Server. Resources must be configured with matching values on both the switch and Contact Center Manager Server.

activated scriptA script that is processing calls or is ready to process calls. Before you can activate a script, you must first validate it.

active serverIn a system with a Replication Server, the server providing call processing and administration services.

activity codeA number that agents enter on their phoneset during a call. Activity codes provide a way of tracking the time agents spend on various types of incoming calls. They are also known as Line of Business (LOB) codes. For example, the activity code 720 might be used to track sales calls. Agents can then enter 720 on their agent desktop applications during sales calls, and this information can be generated in an Activity Code report.

adapterHardware required to support a particular device. For example, network adapters provide a port for the network wire. Adapters can be expansion boards or part of the computer’s main circuitry.

administratorA user who sets up and maintains Contact Center Manager and Contact Center Multimedia.


October 2007 Glossary

agentA user who handles inbound and outbound voice calls, e-mail messages, and Web communications.

agent logon IDA unique identification number assigned to a particular agent. The agent uses this number when logging on. The agent ID is not associated with any particular phoneset.

agent priority per skillsetEach agent has a priority per skillset. This priority represents their skill level within the skillset. This priority is used only in queuing the agent in the idle agent queues, thus allowing agents with greater priority in a skillset to be presented with calls before agents of lesser priority. Agent priority per skillset has a range of 1 to 48, with 1 having the greatest priority. Agent priority per skillset is not used to determine which request to present to an idle agent when the agent qualifies for more than one queue request. That presentation is based solely on the calls’ attributes.

agent-to-skillset assignmentA matrix that, when you run it, sets the priority of one or more agents for a skillset. Agent to skillset assignments can be scheduled.

agent-to-supervisor assignmentA matrix that, when you run it, assigns one or more agents to specific supervisors. Agent to supervisor assignments can be scheduled.

AIPAdvanced I/O Processor

aliasSee e-mail alias.

AMLSee Application Module Link.

ANISee automatic Number Identification.



APISee application program interface.

application1. A logical entity that represents a Contact Center Manager script for reporting purposes. The Master script and each primary script have an associated application. The application has the same name as the script it represents. 2. A program that runs on a computer.

Application Module LinkAn internal protocol used by Contact Center Manager Server to communicate directly with the switch.

application program interfaceA set of routines, protocols, and tools that programmers use to develop software applications. APIs simplify the development process by providing commonly used programming procedures.

application serverThe server on which the Contact Center Manager Administration software is installed. This server acts as the middle layer that communicates with Contact Center Manager Server and makes information available to the client PCs.

associated supervisorA supervisor who is available for an agent if the agent’s reporting supervisor is unavailable. See also reporting supervisor.

automatic call distributionA means of automatically distributing an organization’s incoming calls among a number of answering positions (ACD agents). Automatic call distribution is useful in operations where callers want a service rather than a specific person. Calls are serviced in the order they arrive and are distributed so that the workload at each answering position is approximately equal.

automatic call distribution callA call to an ACD-DN. ACD calls are distributed to agents in an ACD group based on the ACD routing table on the switch. See also automatic call distribution directory number.



automatic call distribution directory numberA primary or supplementary DN associated with an ACD group. Calls made to an automatic call distribution directory number are distributed to agents belonging to the group, based on the ACD routing table on the switch.

automatic call distribution groupAn entity defined on the switch for the purpose of call distribution. When a customer dials an ACD group, the call is routed to any agent who is a member of that group.

automatic call distribution routing tableA table configured on the switch that contains a list of ACD-DNs used to define routes for incoming calls. This ensures that incoming calls not processed by Contact Center Manager Server are queued to ACD groups and handled by available agents.

automatic call distribution subgroupAn entity defined on the switch to assign supervisory responsibilities. Each subgroup has one supervisor phoneset and a number of agent phonesets associated with it. Agents can log on to any phoneset within their ACD subgroup. The supervisor must log on to the supervisor phoneset to monitor assigned agents.

automatic Number IdentificationA telephony feature that provides the originating local telephone number of the caller.

auto-responseA message sent to a customer with no agent interaction. An auto-response can be an intelligent response, such as a sales promotion flyer, or an acknowledgement, such as, “We received your e-mail and will respond to you within three days.”

B basic callA simple unfeatured call between two 2500 phonesets, on the same switch, using a four-digit dialing plan.



BBUABack-to-Back User Agent

C call ageThe amount of time a call waits in the system before being answered by an agent.

call destinationThe site to which an outgoing network call is sent. See also call source.

Calling Line IdentificationAn optional service that identifies the telephone number of the caller. This information can then be used to route the call to the appropriate agent or skillset. The CLID can also be displayed on an agent’s phoneset.

call intrinsicA script element that stores call-related information assigned when a call enters Contact Center Manager Server. See also intrinsic, skillset intrinsic, time intrinsic, traffic intrinsic.

call presentation classA collection of preferences that determines how calls are presented to an agent. A call presentation class specifies whether a break time between calls is allowed, whether an agent can put DN calls on hold for incoming ACD calls, and whether an agent phoneset displays that the agent is reserved for a network call.

call priorityThe priority given to a request for a skillset agent in a QUEUE TO SKILLSET or QUEUE TO NETWORK SKILLSET script element. This priority is used only in queuing a pending request in the pending request queue corresponding to the required skillsets. This allows pending requests with greater priority in a skillset to be presented to agents before calls of lesser priority. Call priority has a range or 1 to 6, with 1 having the greatest priority. Six priorities are used to fully support the many queuing variations provided by existing NACD functionality. Call priority is maintained at target nodes for network call requests.



Call Request Queue SizeSets the maximum queue size for network skillsets. When the set maximum is reached, the queue rejects calls. For Network Skill-Based Routing, Call Request Queue Size (CRQS) is configured in Contact Center Manager Administration. If the NACD fallback or the Queue_to_NACD script command is used, CRQS must be configured in LD23 on the switch. See also Flow Control Threshold.

call sourceThe site from which an incoming network call originates. See also call destination.

call treatmentA script element that enables you to provide handling to a call while it is waiting to be answered by a contact center agent. For example, a caller can hear a recorded announcement or music while waiting for an agent.

call variableA script variable that applies to a specific call. A call variable follows the call through the system and is passed from one script to another with the call. See also global variable, script variable.

CallPilotA multimedia messaging system you can use to manage many types of information, including voice messages, fax messages, e-mail messages, telephone calls (including conferencing), calendars, and directories.

campaignSee outbound campaign.

CATChannel Allocation Table

CCRcustomer controlled routing

CDNSee controlled directory number.



central processing unitThe component of a computer that performs the instructions of computer programs. Also known as a processor or microprocessor.

centum call secondsA measure of call traffic density that represents one call in one channel for 100 seconds in 1 hour.

CLANSee Customer Local Area Network.

CLAN subnetSee enterprise IP network.

CLIDSee Calling Line Identification.

clientThe part of Contact Center Manager Server that runs on a personal computer or workstation and relies on the server to perform some operations. Two types of client are available: Server Utility and Contact Center Manager Administration. See also server.

closed reasonsAn item configured in Contact Center Multimedia to indicate the result of a completed e-mail contact. Agents choose a closed reason, and this information can be generated in a report.

commandA building block used with expressions, variables, and intrinsics to create scripts. Commands perform distinct functions, such as routing a call to a specific destination, playing music to a caller, or disconnecting a caller.

Communication Control ToolkitA client/server application that integrates a telephone on a user’s desktop with client- and server-based applications.



Communication Server 1000 Telephony ManagerA Nortel application used for Private Branch Exchange (PBX) management.

Computer Telephony IntegrationAn application that enables a computer to control telephone calls.

Conditionally Toll DeniedAllowed access for calls placed through Basic/Network Alternate Route Selection and Coordinated Dialing Plan.

Contact Center Agent DesktopAn agent tool that contact center agents can use to provide intelligent and personalized customer care. Agents use a personal computer to access the telephony and multimedia functions.

Contact Center ManagerA client/server contact center solution for varied and changing business requirements. It offers a suite of applications that includes call processing and agent handling, management and reporting, networking, and third-party application interfaces.

Contact Center Manager AdministrationA browser-based tool for contact center administrators and supervisors used for managing and configuring a contact center and its users, defining access to data, and viewing real-time and historical reports. The Contact Center Manager Administration software is installed on an application server. See also Contact Center Manager Administration server.

Contact Center Manager Administration serverThe server on which the Contact Center Manager Administration software is installed. This server acts as the middle layer that communicates with Contact Center Manager Server and makes information available to the client PCs.

Contact Center Manager ServerThis server is responsible for functions such as the logic for call processing, call treatment, call handling, call presentation, and the accumulation of data into historical and real-time databases.



Contact Center Manager Server callA call to a CDN controlled by Contact Center Manager Server. The call is presented to the Incalls key on an agent’s phoneset.

Contact Center Multimedia serverA client/server contact center application that expands inbound telephony capabilities to include outbound voice, e-mail, and Web communications.

Contact Center Standby serverThe server that contains an up-to-date backup version of the Contact Center Manager Server database for use if the active server fails. The database is kept up-to-date by the Replication Server.

Contivity VPN SwitchA Nortel product that provides routing, firewall, bandwidth management, encryption, authentication, and data integrity for secure tunneling across managed IP networks and the Internet.

controlled directory numberA special directory number that allows calls arriving at the switch to be queued when the CDN is controlled by an application such as Contact Center Manager Server. When a call arrives at this number, the switch notifies the application and waits for routing instructions, which are performed by scripts in Contact Center Manager Server.

CPHcalls per hour

CPUSee central processing unit.

CRMSee Customer Relationship Manager.

CRQSSee Call Request Queue Size.



CSLCommand and Status Link

CTDSee Conditionally Toll Denied.

CTISee Computer Telephony Integration.

customer administratorA user who maintains Contact Center Manager.

Customer Local Area NetworkThe LAN to which your corporate servers, third-party applications, and desktop clients connects.

Customer Relationship ManagerAn application that provides the tools and information that an organization requires to manage its customer relationships.

D Data Execution PreventionA set of hardware and software technologies that perform additional checks on memory to help to protect against malicious code exploits. In Windows Server 2003 Service Pack 1, Data Execution Prevention is enforced by both hardware and software.

database viewsA logical representation of the database used to organize information in the database for your use. Event statistics are accessible through database views.

DBMSDatabase Management System

deacquireTo release an acquired switch resource from the control of the contact center.



deactivated scriptA script that does not process any new calls. If a script is in use when it is deactivated, calls continue to be processed by the script until they are completed.

default activity codeThe activity code assigned to a call if an agent does not enter an activity code manually, or when an agent presses the activity code button twice on the phoneset. Each skillset has a defined default activity code.

default skillsetThe skillset to which calls are queued if they are not queued to a skillset or a specific agent by the end of a script.

denial of serviceAn incident in which a user or organization is unable to gain access to a resource that they can normally access.

DEPSee Data Execution Prevention.

Designer PatchAn emergency fix packaged to address specific individual Contact Center software problems. Designer Patches are viewable from a patch viewer application. Designer Patches are included in the next scheduled Service Update or Service Update Supplementary. See also Service Update and Service Update Supplementary.

desktop userA configured user who can log on to the Contact Center Manager Server from a client PC.

destination siteThe site to which an outgoing network call is sent. See also source site.

DHCPSee dynamic host configuration protocol.



Dial-Up NetworkingSee Remote Access Services.

Dialed Number Identification ServiceAn optional service that allows Contact Center Manager Server to identify the phone number dialed by the incoming caller. An agent can receive calls from customers calling in on different DNISs and, if the DNIS is displayed on the phoneset, can prepare a response according to the DNIS.

DIDDirect Inward Dial

directory number The number that identifies a phoneset on a switch. The directory number (DN) can be a local extension (local DN), a public network telephone number, or an automatic call distribution directory number (ACD-DN).

directory number callA call presented to the DN key on an agent’s phoneset.

display thresholdA threshold used in real-time displays to highlight a value below or above the normal range.

disposition codeAn item configured in Contact Center Multimedia to indicate the result of a completed outbound contact. Agents choose a disposition code, and this information can be generated in a report.

Distant Steering CodeUsed by the switch to route calls to their intended destination.

Distance Vector Multicast Routing ProtocolThe multicast routing protocol used when multicast data recipients extend beyond a single network. This protocol advertises the shortest-path route to the networks on which a multicasting source resides.



DMSDigital Multiplex Switch

DNSee directory number.

DN callSee directory number call.

DNISSee Dialed Number Identification Service.

DoSSee denial of service.

DPSee Designer Patch.

DSCDistant Steering Code

DTMFDual Tone Multi Frequency

Dual Tone Multi FrequencyA method used by the telephone system to communicate the keys pressed when dialing. Pressing a key on the phone's keypad generates two simultaneous tones, one for the row and one for the column. These are decoded by the exchange to determine which key was pressed.

DVMRPSee Distance Vector Multicast Routing Protocol.

dynamic host configuration protocolA protocol for dynamically assigning IP addresses to devices on a network.



dynamic link libraryA library of executable functions or data that can be used by a Windows application. Typically, a DLL provides one or more particular functions, and a program accesses the functions by creating either a static or dynamic link to the DLL. Several applications can use a DLL at the same time.

E EBCSee equivalent basic calls.

EIUEthernet Interface Unit

ELAN SubnetSee embedded local area network.

e-mail aliasAn e-mail address that forwards all e-mail messages it receives to another e-mail account. For example, the mailbox [email protected] can have the aliases [email protected] and [email protected]. E-mail addressed to either of these aliases is forwarded to the [email protected] mailbox. To route e-mail differently depending on the alias to which it is addressed, create a recipient mailbox as an alias in the Contact Center Multimedia Administrator application and then create routing rules based on the alias.

e-mail message contactAn incoming e-mail message handled intelligently using rules to route a contact according to a skillset, send an auto-response, or close the contact.

e-mail ruleDetermine how an e-mail contact is routed based on information about the e-mail message (inputs) and configurations in your contact center (outputs).

embedded local area networkA dedicated Ethernet TCP/IP LAN that connects the Contact Center Manager Server and the switch.



Emergency keyA key on an agent’s phoneset that, when pressed by an agent, automatically calls their supervisor to notify the supervisor of a problem with a caller.

enterprise IP networkYour entire IP network including the ELAN subnet and the Nortel server subnet.

equivalent basic callsA measure of the telephone switch CPU real time required to process a basic call. See also basic call.

event1. An occurrence or action on Contact Center Manager, such as the sending or receiving of a message, the opening or closing of an application, or the reporting of an error. Some events are for information only, while others can indicate a problem. Events are categorized by severity: information, minor, major, and critical. 2. An action generated by a script command, such as queuing a call to a skillset or playing music.

expression1. A building block used in scripts to test for conditions, perform calculations, or compare values within scripts. See also logical expression and mathematical expression. 2. A category of disk drives that employs two or more drives in combination for fault tolerance and performance. See also relational expression.

F FCTHSee Flow Control Threshold.

filter timerThe length of time after the system unsuccessfully attempts to route calls to a destination site before that site is filtered out of a routing table.

firewallA set of programs that protects the resources of a private network from external users.



first-level thresholdThe value that represents the lowest value of the normal range for a statistic in a threshold class. The system tracks how often the value for the statistic falls below this value.

Flow Control ThresholdThe number of calls required to reopen a closed network skillset queue. This value must be less than the Call Request Queue Size. For Network Skill-Based Routing, Flow Control Threshold (FCTH) is configured in Contact Center Manager Administration. If the NACD fallback or the Queue_to_NACD script command is used, FCTH must be configured in LD23 on the switch. See also Call Request Queue Size.

G global settingsSettings that apply to all skillsets or IVR ACD-DNs configured on your system.

global variableA variable that contains values that can be used by any script on the system. You can only change the value of a global variable in the Script Variable Properties sheet. You cannot change it in a script. See also call variable, variable.

GOSSee grade of service.

grade of serviceThe probability that calls are delayed by more than a certain number of seconds while waiting for a port.

H HDXSee Host Data Exchange.

Host Data ExchangeA rich scripting language provided with Contact Center Manager to control treatment of calls.



HTTPSee Hypertext Transfer Protocol.

hundred call secondsSee centum call seconds.

Hypertext Transfer ProtocolThe set of rules for transferring data on the World Wide Web.

I ICMSee Intelligent Call Manager.

IGMPSee Internet Group Management Protocol.

Incalls keyThe key on an agent phoneset to which incoming ACD and Contact Center Manager calls are presented.

Integrated Services Digital NetworkA set of standards for transmitting digital information over ordinary telephone wire and other media.

Integration Package for Meridian LinkA feature that integrates an IVR system with a switch.

Intelligent Call ManagerA high capacity contact center TCP/IP interface to the switch that enables the exchange of messages between the switch and a remote host computer.

Interactive Voice ResponseAn application that allows telephone callers to interact with a host computer using prerecorded messages and prompts.

Interactive Voice Response ACD-DNA directory number that routes a caller to a specific IVR application. An IVR ACD-DN must be acquired for non-integrated IVR systems.



Interactive Voice Response eventA voice port logon or logoff. An IVR event is pegged in the database when a call acquires or deacquires a voice port.

Internet Group Management ProtocolThe multicast routing protocol used in a network that does not require the delivery of multicast packets between routers or across networks. This protocol transports the following information between host group members, hosts, and routers:

client requests to join a group

messages about group membership sent by hosts to routers

Internet Protocol addressAn identifier for a computer or device on a TCP/IP network. Networks use TCP/IP to route messages based on the IP address of the destination. For customers using NSBR, site IP addresses must be unique and correct. The format of an IP address is a 32-bit numeric address written as four values separated by periods. Each value can be 0 to 255. For example, 1.160.10.240 can be an IP address.

intrinsicA word or phrase used in a script to gain access to system information about skillsets, agents, time, and call traffic that can then be used in formulas and decision-making statements. See also call intrinsic, skillset intrinsic, time intrinsic, traffic intrinsic.

IP addressSee Internet Protocol address.

IPMLSee Integration Package for Meridian Link.

ISDNSee Integrated Services Digital Network.

IVRSee Interactive Voice Response.



IVR ACD-DNSee Interactive Voice Response ACD-DN.

IVR eventSee Interactive Voice Response event.

IVR portSee voice port.

L LANSee local area network.

Line of Business codeSee activity code.

LOB codeSee activity code.

local area networkA computer network that spans a relatively small area. Most LANs connect workstations and personal computers and are confined to a single building or group of buildings.

local callA call that originates at the local site. See also network call.

local skillsetA skillset that can be used at the local site only. See also network skillset, skillset.

logical expression1. A symbol used in scripts to test for different conditions. Logical expressions are AND, OR, and NOT. See also expression, mathematical expression. 2. A category of disk drives that employs two or more drives in combination for fault tolerance and performance. See also relational expression.



M M1Meridian 1 switch

M1 IEMeridian 1 Internet Enabled switch

mailboxSee recipient mailbox.

Management Information BaseA data structure that describes the collection of all possible objects in a network. Each managed node maintains one or more variables (objects) that describe its state. Contact Center Manager Server Management Information Bases (MIB) contribute to the overall network MIB by:

identifying Nortel/Meridian/Contact Center Manager Server nodes within the network

identifying significant events (SNMP traps), such as alarms reporting

specifying formats of alarms

Master scriptThe first script executed when a call arrives at the Contact Center. A default Master script is provided with Contact Center Manager, but it can be customized by an authorized user. It cannot be deactivated or deleted. See also network script, primary script, script, secondary script.

mathematical expression1. An expression used in scripts to add, subtract, multiply, and divide values. Mathematical expressions are addition (+), subtraction (-), division (/), and multiplication (*). See also expression and logical expression. 2. A category of disk drives that employs two or more drives in combination for fault tolerance and performance. See also relational expression.

mean holding time1. The time that the agent is involved in serving a call. It is the sum of average talk time. 2. The time required for postcall processing when the agent is not available to handle other calls. 3. Intercall interval (including union break, if any).



Media Application ServerA programmable media endpoint in a SIP signaling network that acts as a SIP user agent to accept and control sessions and the IP media (audio and video) services associated with those sessions. The Media Application Server delivers programmable customized intelligent media services to those sessions using text, voice, and video initially, with extensibility to other media and information types as the applications grow.

mean time between callsThe average time between presentation of calls to an agent.

Meridian Link ServicesA communications facility that provides an interface between the switch and a third-party host application.

Meridian MailA Nortel product that provides voice messaging and other voice and fax services.

Meridian MAXA Nortel product that provides call processing based on ACD routing.

MHTSee mean holding time.

MIBSee Management Information Base.

MLSSee Meridian Link Services.

MMSee Meridian Mail.

MOSPFSee Multicasting Extensions to Open Shortest Path First.



MTBCSee mean time between calls.

Multicasting Extensions to Open Shortest Path FirstAn enhanced version of the Open Shortest Path First (OSPF) routing algorithm that allows a router to forward multicast IP traffic within an autonomous OSPF (v.2) system.

Multimedia databaseA Caché database used to store customer information and contact details for outbound, e-mail, and Web communication contacts.

MSL-100Meridian Stored Logic 100 switch

music routeA resource installed on the switch that provides music to callers while they wait for an agent.

N NACD callA call that arrives at the server from a network ACD-DN.

NATSee Network Address Translation.

NCCSee Network Control Center.

NCRTDSee Network Consolidated Real-Time Display.

Network Address TranslationThe translation of an Internet Protocol (IP) address used within one network to an IP address used within another network. One network is called the inside network and the other is called the outside network.



network callA call that originates at another site in the network. See also local call.

Network Consolidated Real-Time DisplayA real-time display containing data from more than one Contact Center Manager Server. This data is consolidated by Contact Center Manager Administration.

Network Control CenterThe server on a Contact Center Manager system where Network Skill-Based Routing is configured and where communication between servers is managed.

network interface cardAn expansion board that enables a PC to connect to a local area network (LAN).

network scriptThe script executed to handle error conditions for Contact Center Manager Server calls forwarded from one site to another for customers using NSBR. The network script is a system-defined script provided with Contact Center Manager, but it can be customized by an authorized user. It cannot be deactivated or deleted. See also Master script, primary script, script, secondary script.

Network Skill-Based RoutingAn optional feature with Contact Center Manager Server that provides skill-based routing to multiple networked sites.

network skillsetA skillset common to every site on the network. Network skillsets must be created at the Network Control Center (NCC).

night modeA skillset state in which the server does not queue incoming calls to the skillset, and in which all queued calls are given night treatment. A skillset goes into night mode automatically when the last agent logs off, or the administrator can put it into night mode manually. See also out-of-service mode, transition mode.



Nortel server subnetThe subnet to which the Nortel servers, such as Contact Center Manager Server, Network Control Center, Contact Center Manager Administration, Contact Center Multimedia, and CallPilot are connected.

Nortel VPN Router SwitchA Nortel product that provides routing, firewall, bandwidth management, encryption, authentication, and data integrity for secure tunneling across managed IP networks and the Internet.

NPASee Number Plan Area.

NSBRSee Network Skill-Based Routing.

Number Plan AreaArea code

O object linking and embeddingA compound document standard that enables you to create objects with one application, and then link or embed them in a second application.

ODBCSee Open Database Connectivity.

OEMOriginal equipment manufacturer

Office hoursHours configured in the contact center where e-mail messages can be routed using one method when the contact center is open, and another method when the contact center is closed.

OLESee object linking and embedding.



Open Database ConnectivityA Microsoft-defined database application program interface (API) standard.

Open Shortest Path FirstA routing algorithm that provides least-cost routing, multipath routing, and load balancing.

Optivity Telephony ManagerA Nortel application used for switch management.

OSPFSee Open Shortest Path First.

OTMSee Optivity Telephony Manager.

outbound campaignA group of outgoing calls from the contact center for a specific purpose, for example, customer satisfaction surveys.

Outbound Campaign Management ToolAn administrator tool accessed through Contact Center Manager Administration for configuring outbound campaigns.

outbound contactAn outgoing voice call intelligently routed to an agent according to a skillset within a defined time interval. The call can be dialed by the agent or the switch.

out-of-service modeA skillset state in which the skillset does not take calls. A skillset is out of service if no agents are logged on or if the supervisor puts the skillset into out-of-service mode manually. See also night mode, transition mode.

out-of-service skillsetA skillset not taking any new calls. While a skillset is out of service, incoming calls cannot be queued to the skillset. See also local skillset, network skillset, skillset.



P patchSee Designer Patch.

PBXSee private branch exchange.

peggingThe action of incrementing statistical counters to track and report on system events.

pegging thresholdA threshold used to define a cut-off value for statistics, such as short call and service level. Pegging thresholds are used in reports.

PEPPerformance Enhancement Package. Now known as Designer Patch. See Designer Patch.

Performance Enhancement PackageNow known as Designer Patch. See Designer Patch.

personal directory numberA DN on which an agent can be reached directly, usually for private calls.

phonesetThe physical device, connected to the switch, to which calls are presented. Each agent and supervisor must have a phoneset.

phoneset displayThe display area on an agent’s phoneset where information about incoming calls can be communicated.

PIMSee Protocol Independent Multicast.

Platform Vendor IndependenceA software-only contact center solution, which operates on any hardware platform that meets specified requirements.



Position IDA unique identifier for a phoneset, used by the switch to route calls to the phoneset. Referred to as Telephony/Port Address in Contact Center Manager Server.

primary ACD-DNA directory number that callers can dial to reach an ACD group.

primary scriptA script executed or referenced by the Master script. A primary script can route calls to skillsets, or it can transfer routing control to a secondary script. See also Master script, network script, script, secondary script.

prioritiesTwo sets of priorities affect queuing and call presentation: agent priority per skillset and call priority. For both sets of priorities, the lower in value of the number indicates a greater priority in presentation. All idle agent queues and all pending request queues always queue by priority as its top precedence. All other queuing options, such as age of call and agent idle time, take a lower precedence than priority. See also call priority and agent priority per skillset.

private branch exchangeA telephone switch, typically used by a business to service its internal telephone needs. A PBX usually offers more advanced features than are generally available on the public network.

Protocol Independent MulticastA protocol that provides efficient routes for multicast traffic that must cross the Internet to reach members of sparsely distributed multicast groups.

PSTNSee public switched telephone network.

public switched telephone networkThe international network of private and government-owned voice-oriented public telephone networks.



R RAIDSee Redundant Array of Intelligent/Inexpensive Disks.

RANrecorded announcement

RAN routeSee recorded announcement route.

RASSee Remote Access Services.

Real-time Statistics MulticastAn interface that provides real-time information to third-party applications in either multicast or unicast format.

recipient mailboxA container on the e-mail server that hold e-mail messages. Standard mailboxes are monitored by the Contact Center E-mail Manager, which routes the e-mail to an agent or group of agents (skillset) based on an analytical search of the sender address, the recipient address, the subject and body of an e-mail message for predetermined keywords, or a combination of these. The e-mail server must be compliant with Post Office Protocol 3 (POP3) and Standard Mail Transfer Protocol (SMTP).

recorded announcement routeA resource installed on the switch that offers a recorded announcement to callers.

Redundant Array of Intelligent/Inexpensive DisksA category of disk drives that employs two or more drives in combination for fault tolerance and performance.

redundant serverA warm standby server, used for shadowing the Multimedia database on the Multimedia server and providing a quick recovery if the primary server fails.



relational expressionAn expression used in scripts to test for different conditions. Relational expressions are less than (<), greater than (>), less than or equal to (< =), greater than or equal to (> =), and not equal to (< >). See also expression, logical expression, mathematical expression.

Remote Access ServicesA feature built into Windows NT and Windows 95 that enables users to log on to an NT-based LAN using a modem, X.25 connection, or WAN link. This feature is also known as Dial-Up Networking.

Replication ServerA server that backs up the active Contact Center Manager Server to the standby Contact Center Manager Server in real time.

reporting supervisorThe supervisor who has primary responsibility for an agent. When an agent presses the Emergency key on the phoneset, the emergency call is presented to the agent’s reporting supervisor. See also associated supervisor.

Resource Reservation ProtocolThe protocol used by routers to allow host systems in an IP network to reserve resources for unicast or multicast dataflows.

round robin routing tableA routing table that queues the first call to the first three sites in the routing table, then the second three sites, then the third three sites, and so on, until an agent is reserved at one of the sites. See also sequential routing table.

routeA group of trunks. Each trunk carries either incoming or outgoing calls to the switch. See also music route, RAN route.

routerA device that connects two LANs. Routers can also filter messages and forward them to different places based on various criteria.



routing tableA table that defines how calls are routed to the sites on the network. See also round robin routing table, sequential routing table.

RSMSee Real-time Statistics Multicast.

RSVPSee Resource Reservation Protocol.

ruleSee e-mail rule.

S sample scriptA script installed with the Contact Center Manager Server client. Sample scripts are stored as text files in a special folder on the client. The contents of these scripts can be imported or copied into user scripts to create scripts for typical contact center scenarios.

SCMSee Service Control Manager.

scriptA set of instructions that relates to a particular type of call, caller, or set of conditions, such as time of day or day of week. See also Master script, network script, primary script, secondary script.

script variableSee variable.

second-level thresholdThe value used in display thresholds that represents the highest value of the normal range for a given statistic. The system tracks how often the value for the statistic falls outside this value.



secondary directory numberA DN defined on the agent’s phoneset as a Centrex line for incoming and outgoing non-ACD calls.

secondary scriptAny script (other than a Master, network, or primary script) referenced from a primary script or any other secondary script. Statistics are not pegged for actions occurring during a secondary script. See also Master script, network script, primary script, script.

sequential routing tableA routing table method that always queues a call to the first three active sites in the routing table. See also round robin routing table.

serverA computer or device on a network that manages network resources. Examples of servers include file servers, print servers, network servers, and database servers. Contact Center Manager Server is used to configure the operations of the contact center. See also client.

server subnetThe subnet to which the Nortel servers, such as Contact Center Manger Server, Network Control Center, Contact Center Manager Administration, Contact Center Multimedia, and CallPilot are connected.

serviceA process that adheres to a Windows NT structure and requirements. A service provides system functionality.

Service Control ManagerA Windows NT process that manages the different services on the PC.

service levelThe percentage of incoming calls answered within a configured number of seconds.



service level thresholdA parameter that defines the number of seconds within which incoming calls should be answered.

Service UpdateA Contact Center supplementary software application that enhances the functionality of previously released software by improving performance, adding functionality, or correcting a problem discovered since the original release. All previous Service Updates (SUs) for the release are included in the latest Service Update. For example, SU02 contains the contents of SU01 as well as the fixes delivered in SU02. SU03 contains SU01, SU02, and the fixes delivered in SU03. See also Service Update Supplementary and Designer Patch.

Service Update SupplementaryA stand-alone Contact Center supplementary software application installed on top of a specific Service Update (SU). It does not contain the contents of previous SUs. The next SU includes SUSs built on top of previous SUs. For example, SUS0301 is installed on top of SU03. SU04 contains SU03 and SUS0301 (and any subsequent SUSs built on top of SU03). See also Service Update and Designer Patch.

Session Initiation ProtocolAn application-layer control (signaling) protocol for creating, modifying, and terminating sessions with one or more participants.

Simple Network Management ProtocolA systematic way of monitoring and managing a computer network. The SNMP model consists of four components:

managed nodes, which are any device, such as hosts, routers, and printers, capable of communicating status to network-management systems through an SNMP management process called an SNMP Agent

management stations, which are computers running special network management software that interact with the Agents for status

management information, which is conveyed through exact specifications and format of status specified by the MIB

Management Protocol or SNMP, which sends messages called protocol data units (PDUs)



SIPSee Session Initiation Protocol.

SIP TerminalThe SIP Address of the TR87 controlled terminal dedicated to this agent. This is the phone number that the agent controls, combined with the domain of the agent in the SIP URI.

SIP URIThe SIP Address for the agent as configured on the target SIP server. The SIP Address uniquely identifies the agent on the SIP network.

site1. A system using Contact Center Manager Server that can be accessed using Server Utility. 2. A system using Contact Center Manager Server and participating in Network Skill-Based Routing.

skillsetA group of capabilities or knowledge required to answer a specific type of call. See also local skillset, network skillset.

skillset intrinsicA script element that inserts information about a skillset in a script. Skillset intrinsics return values such as skillsets, integers, and agent IDs. These values are then used in queuing commands. See also call intrinsic, intrinsic, time intrinsic, and traffic intrinsic.

SL-100Stored Logic 100 switch

SNMPSee Simple Network Management Protocol.

source siteThe site from which an incoming network call originates. See also destination site.



standbyIn skillset assignments, a property that grants an agent membership in a skillset, but makes the agent inactive for that skillset.

standby serverA server that contains an up-to-date version of the database, for use when the active server becomes unavailable.

SUSee Service Update.

supervisorA user who manages a group of agents. See also associated supervisor and reporting supervisor.

supplementary ACD-DNA DN associated with a primary DN. Any calls to the supplementary DN are automatically routed to the primary DN. A supplementary DN can be a toll-free (1-800) number.

SUSSee Service Update Supplementary.

switchSee telephony switch.

switch resourceA device configured on the switch. For example, a CDN is configured on the switch and then used as a resource with Contact Center Manager Server. See also acquired resource.

system-defined scriptsThe Master_Script and the Network_Script (if NSBR is enabled). Users can customize or deactivate these scripts, but they cannot delete them. These scripts are the first scripts executed for every local or network call arriving at the contact center.



T TAPISee Telephony Application Program Interface.

target siteSee destination site.

TCP/IPSee Transmission Control Protocol/Internet Protocol.

TDMSee Time-Division Multiplex.

telephonyThe science of translating sound into electrical signals, transmitting them, and then converting them back to sound. The term is used frequently to refer to computer hardware and software that perform functions traditionally performed by telephone equipment.

telephony switchThe hardware that processes calls and routes them to their destination.

Telephony Application Program InterfaceAn interface between the switch and an application that allows the application to control the telephone on a user’s desktop.

thresholdA value for a statistic at which system handling of the statistic changes.

threshold classA set of options that specifies how statistics are treated in reports and real-time displays. See also display threshold, pegging threshold.

Time-Division MultiplexA method of transmission in which a signal is separated into multiple segments at the transmission source, and then reassembled at the receiving end.



time intrinsicA script element that stores information about system time, including time of day, day of week, and week of year. See also call intrinsic, intrinsic, skillset intrinsic, traffic intrinsic.

Token RingA PC network protocol developed by IBM. A Token Ring network is a type of computer network in which all the computers are arranged schematically in a circle.

traffic intrinsicAn intrinsic that inserts information about system-level traffic in a script. See also call intrinsic, intrinsic, skillset intrinsic, time intrinsic.

transition modeA skillset state in which the server presents already queued calls to a skillset. New calls queued to the skillset are given out-of-service treatment. See also night mode, out-of-service mode.

Transmission Control Protocol/Internet ProtocolThe communication protocol used to connect devices on the Internet. TCP/IP is the standard protocol for transmitting data over networks.

treatmentSee call treatment.

trunkA communications link between a PBX and the public central office, or between PBXs. Various trunk types provide services such as Direct Inward Dialing (DID trunks), ISDN, and Central Office connectivity.

U user-created scriptA script created by an authorized user on the Contact Center Manager system. Primary and secondary scripts are user created scripts.

user-defined scriptA script modified by an authorized user on the Contact Center Manager system.



utilityA program that performs a specific task, usually related to managing system resources. Operating systems contain a number of utilities for managing disk drives, printers, and other devices.

V validationThe process of checking a script to ensure that all the syntax and semantics are correct. A script must be validated before it can be activated.

variableA placeholder for values calculated within a script, such as CLID. Variables are defined in the Script Variable Properties sheet and can be used in multiple scripts to determine treatment and routing of calls entering Contact Center Manager Server. See also call variable, global variable.

Virtual Private NetworkA private network configured within a public network to take advantage of the economies of scale and management facilities of large networks.

Voice Extensible Markup LanguageAllows a user to interact with the Internet through voice-recognition technology.

Voice over IPVoice traffic transmitted in digital format using the IP protocol.

voice portA connection from a telephony port on the switch to a port on the IVR system.

VPNSee Virtual Private Network.

VXMLSee Voice Extensible Markup Language.

W WANSee wide area network.



Web-on-holdA set of URLs that a customer sees after requesting a text chat session, and before the agent connects to the Web Communications contact.

wide area networkA computer network that spans a relatively large geographical area. Typically, a WAN consists of two or more local area networks (LANs). The largest WAN in existence is the Internet.

workload scenariosSets of configuration values defined for typical patterns of system operations. Five typical workload scenarios (entry, small, medium, large, and upper end) are used in the Capacity Assessment Tool for capacity analysis for Contact Center Manager.




Index

Aabout

access types, rights, and classes 27Agent Desktop Display 187Contact Center Management 15Emergency Help 17Historical Reporting 16Real-Time Reporting 16Report Creation Wizard 272skill-based routing 49supervisor role 43URLs as a Trusted Site 399

Access and Partition Managementconfiguring Real-Time Reporting 109creating and administering users 42Historical Reporting 199problems viewing user details in 398viewing 71

access classesreal-time reporting 109

access types, rights, and classes 27accessing a report problems 412ACD calls 166activating reports 264activity codes 54ad hoc agent-to-skillset assignments

creating in assignment mode 75ad hoc agent-to-supervisor assignments

creating in assignment mode 61ad hoc reports

previewing and printing 266adding

agent-to-skillset assignments 79agent-to-supervisor assignments 78multiple users 60, 63

advanced reportscreating in Report Creation Wizard 351Report Creation Wizard 277

Agent Desktop Displayabout 187

blank displays 427display formats 188features 186real-time statistics 189viewing thresholds 192

agent detailsediting 69viewing 69, 98

agent map displaysabout 150adding personal DN 152in Real-Time Reporting 111zoom option in 151

agent state 174agent state pegging 174agent types in Contact Center Management 44agents

assigning skillsets 75configuring properties 45copying properties from other agents 72deleting 72priorities of calls 51properties 45searching networked 97skill level 51viewing states 107viewing statistics 168viewing status for networked 107viewing unavailable 106with Multimedia capabilities 45

agent-to-skillset assignmentsadding 78creating ad hoc 75examples of 82scheduling 90searching 88viewing 71, 84

agent-to-supervisor assignmentsabout 77ad hoc creating 75adding 78


Index Standard 9.07

changing 84changing multiple agents 84creating ad hoc 61examples 81examples of 81viewing 84

application displaytotals and subtotals 137

application Help 38application statistics 169applications

Internet Explorer 396assigning skillsets 75assignments

agents to supervisors 61configuring scheduled 82excluding users from 85list unassigned agents 86listed available skillsets 87resetting agent-to-supervisor assignments 80running immediately 90saving 89scheduling 85viewing agent partitions 71viewing agent-to-skillset 71, 84viewing inefficiencies 108

audience for guide 14average answer delay (consolidated display) 183

Bbillboards

about 156in Real-Time Reporting 112

blank messages in Internet Explorer 400blank real-time displays 427blocked windows 401browser window problems 432

Ccalculated statistics

in real-time displays 136call presentation 51call types 165

call volumeviewing 107viewing networked 108

callspriorities for routing 51

changingreport properties 258

character-separated value 260chart displays

about 138graphical 142in Real-Time Reporting 111network consolidated 143nodal 143

charts for summary 140choosing an agent using skillsets 51choosing an call using priorities 51Citrix

exporting real-time displays in 161classes

thresholds 54classes for accessing 27Classic Client

using filters from 207client PC

running multiple sessions on 397user privileges required on 20, 34

collectionsabout 157in Real-Time Reporting 112

columns in private displaysarranging 123

comma-separated value 260components of CCMA 15configuration reports 215configuration settings

defining in Report Creation Wizard 314configured supervisors 60configuring users

using Microsoft Excel 64using text editor 65

confirming a scheduled report 262connecting to data source problems 418Consolidated Skillset Display 182

columns in 182contact center


October 2007 Index

identifying agent problems 216Contact Center Management

about 15features 40problems with Select All feature 398viewing scheduled assignments in 94

Contact Center Manager Administrationcomponents 15password 70running multiple sessions on client PC 397server time 92starting 35user ID 70

copyingproperties of agents 72reports 257shared reports 257

creating 227advanced reports in RCW 351agents using properties 72filters 207formulas in Report Creation Wizard 373new report in Report Creation Wizard 275private displays 120simplified reports in RCW 325

customizingReport Creation Wizard templates 381

Ddaily data range boxes 235data

daily 235missing from network reports 417monthly 239weekly 237

data collectionskillset statistics 172

data collection modes 116data fields, types 164data range 220

configuring intervals 233defining 233using pop-up calendars to define 234, 236,

238, 240

Data Source window 282date formats in reports 207deactivating reports 265default

activity code 54skillset 53

defining output actions 245defining report schedules 241deleting

private real-time displays 119reports 258

deleting agents 72display problems on client machines 396displays

over multiple pages 138private real-time 115public copies of graphical 132public real-time 114real-time formats 111real-time reporting 110

DN calls 167documents in Contact Center 21dynamic filters 130

Eediting agent details 69efficiency

monitoring in contact center 216Emergency Help

about 17starting 389

Equal join 289examples

agent-to-supervisor assignments 81scheduling an agent-to-skillset assignment 90skillset assignments 82

excluding users from assignments 85exporting real-time displays 158

Ffeatures

Agent Desktop Display 186Contact Center Management 40


Index Standard 9.07

Historical Reporting 196Real-Time Reporting 102

Field Selection window 295file

saving report to a 245filters

about 207and supervisor reporting/agent combinations

129applying to real-time displays 127creating 207dynamic 130

formatsreal-time displays 111

formatting template for RCW 376formulas

average answer delay consolidated 183creating in Report Creation Wizard 373in real-time displays 123service level percentage 182, 183total calls average answer delay 182used in Report Creation Wizard 372

GGenerate with time zone conversion box 235global properties for skillsets 56global settings 56graphical displays

about 150agent maps 150billboards 156charts 142collections 157

Greater Than join 292Greater Than Or Equal join 292grid displays

in Real-Time Reporting 111Grouping window 298

HHelp 38hiding users 85historical data and partitions 205

Historical Reportingabout 16access 30Access and Partition Management 199configuration 215date formats 207error messages in 418features 196filters 207importing 212information in 214overview 198, 200partitions 32pop-up calendars in 234, 236, 238, 240problems with Select All feature 398public report template folder 201, 202selection criteria 206sharing 202troubleshooting data source connection 418types of 211user created 211user-defined 211

historical reportspublic templates 211

Iicons

multicast and unicast in real-time displays 427identifying issues in contact center 216identifying underserviced skillsets 217importing

historical reports 212parameter reports 214Report Creation Wizard reports to Historical

Reporting 315information

configuration reports 215historical reports 214

Internet Explorer 396interval data range boxes 233interval-to-date mode 116IVR statistics 171


October 2007 Index

Jjoin

Equal join 289Greater Than join 292Greater Than Or Equal join 292Left Outer join 289Less Than join 293Less Than Or Equal join 292Not Equal join 293Right Outer join 289

Kknowledge 19

Llaunching

real-time displays 117Left Outer join 289Less Than join 293Less Than Or Equal join 292licensing for Report Creation Wizard 274listing unassigned agents 86LOB codes 54location

public reports 221user-defined reports 221

logging on 36

Mmaking public copies of private graphical

displays 132managing reports

overview 220Master script, pegging of calls handled by 170Microsoft Excel

using to configure users 64monitoring efficiency in contact center 216monthly data range boxes 239moving window mode 116multicast

icons on real-time displays 427Multimedia agents properties 45multipage displays 138multiple client sessions

interference caused by 397multiple users, adding 63

NNACD calls 166names

not appearing in real-time displays 431Network Control Center (NCC) server 114network displays

consolidated real-time 114network sites

choosing for network consolidated reports 232

network summary charts 111, 141network-consolidated chart displays 143network-consolidated displays

definition 114network-consolidated real-time displays

overview 180subtotals and totals in 135thresholds in 125

networked agentssearching 97viewing status 107

networked call volume 108networked skillsets 97

searching 97night service mode 50nodal chart displays 143nodal displays

real-time 113subtotals and totals in 134

nodal real-time displays 113thresholds in 124

nodal statistics 171non-ISDN trunks 170non-staffed skillsets

viewing in Real-Time Reporting 118Not Equal join 293


Index Standard 9.07

Oonline Help 38out of service modes for skillsets 49output options

defining 245sending the report to a file 245sending the report to a printer 245

Pparameter reports

importing 214working with 255

partitions 32and historical data 205editing agent assignments 71real-time reporting 109

peggingpegging 174thresholds for agent statistics 169thresholds for application statistics 171thresholds for IVR statistics 171thresholds for nodal statistics 172thresholds for route statistics 172thresholds for skillset statistics 173

personal DNadding to agent map displays 152

pop-up calendars, in Historical Reporting 234, 236, 238, 240

pop-ups are blocked 401Power User privileges 20, 34presenting calls 51previewing a report

in Report Creation Wizard 313previewing and printing ad hoc reports 266previous interval 235primary script, pegging of calls handled by 170printing

ad hoc reports 266printing report output 245printing scheduled reports 260

troubleshooting 414priorities

using to choose an agent 51

private display properties 121private displays 110private real-time displays 115

arranging columns in 123creating 120

private reportshistorical reports 202

problemsidentifying agent 216launching real-time displays 426

propertieschanging for reports 258multimedia agent 45using to create new agents 72

properties of agents 45public displays 110public real-time displays 114public reports

location of 221template folder 201templates 211

Rraw statistics

in real-time displays 136real-time

consolidated network displays 114real-time displays

applying filters to 127assigning supervisor/reporting agent

combinations to 129blank 427calculated statistics in 136deleting 119exporting 158, 159exporting in Citrix environment 161formats of 111formulas in 123launching 117multicast and unicast icons on 427names not appearing 431network consolidated 114nodal 113overview of 110


October 2007 Index

private 115problems launching 426public 114raw statistics in 136replaced by Web pages 432subtotals and totals in 134thresholds in 124types 113using 106

Real-Time Reporting 109about 16access 30agent maps in 111billboard collections in 112billboards in 112chart displays in 111collections in 112features 102grid displays in 111network-consolidated real-time displays in

114nodal displays in 113partitions 32private displays 115public displays 114types of displays 110

real-time reportingpartitions 109

real-time statisticsoverview 164types of 168viewing in Agent Desktop Display 189

related documents 21removing agents from call center 72removing users temporarily 85report

defining schedules 241Report Creation Wizard

advanced reports 277creating advanced reports 351creating formulas 373creating new reports 275customizing templates 381Data Source window 282defining configuration settings 314Field Selection window 295

formatting template 376formulas 273, 372Grouping window 298importing reports to Historical Reporting 315licensing 274overview 272previewing a report 313report definitions 273Report Layout window 304Report Type window 277sample reports 279saving a report 311simplified reports 277

creating 325Summaries window 300Table Linking window 287

Equal join 289Greater Than join 292Greater Than Or Equal join 292Left Outer join 289Less Than join 293Less Than Or Equal join 292Not Equal join 293Right Outer join 289

Table Selection window 285template 272

reports 16activating 264changing properties of 258confirming scheduled 262considering 222copying 257date formats 207deactivating 265deleting 258importing historical 212managing 220missing data 417parameter 255printing scheduled 260types of 211using characters to separate values 260working with 198

required knowledge 19requirements

installing SOAP 34


Index Standard 9.07

reset assignments 13, 80, 93resetting assignments 80reviewing contact center data 108Right Outer join 289rights for access 27route statistics 172routing 49running an assignment immediately 90running Contact Center Manager Administration

35

Ssaving a report

in Report Creation Wizard 311saving assignments 89schedule assignments

configuring 82scheduled assignments

deleting 95viewing 94viewing in Contact Center Management 94

scheduled reportconfirming 262

scheduled report printingtroubleshooting 414

scheduled reports, printing 260schedules

activating 264deactivating 265

scheduling an agent-to-skillset assignmentexample of 90

scheduling assignmentsrunning now 90

scheduling the assignment 85scripts 169searching 97

agents across networks 97agents logged on 62agent-to-skillset assignments 88unassigned agents 86

secondary script, pegging of calls handled by 170

Select Allproblems with in Historical Reporting and

Contact Center Management 398selection criteria

and filters in Historical Reporting 206defining 229

serverand user-defined reports 221

service level percentage formula 182service level percentage formula in networks 183shared reports

copying 257sharing reports 202simplified reports

creating in RCW 325Report Creation Wizard 277

site summary charts 111, 140skill-based routing 49skills you need 19skillset

assignment examples 82assignments listing 87definition 48

skillset assignmentssearching 88to agents 79

skillset priority numbers 92skillset statistics 172

data collection option 169, 170, 171, 172skillsets 48

assigning to agents 75editing agent-to-skillset assignments 71global properties 56identifying underserviced 217out of service mode 49searching networked 97using to choose an agent 51viewing 99

SOAP 34standard real-time displays 114starting Contact Center Manager Administration

35starting emergency help 389states of agents

viewing 107statistics

application 169IVR 171


October 2007 Index

nodal 171route 172skillset 172thresholds for 54viewing agent 168viewing Agent Desktop Display 189

subtotalsapplication displays 137

subtotals and totals 134subtotals and totals in real-time display grids 134Summaries window 300summary charts 140

exporting 160network 141

supervisor assignmentsadding 78viewing 84

supervisor assignments of agents 75supervisor reporting/agent combinations

and filters 129supervisor role 43supervisor/Agents types 44supervisor/reporting agent combinations

assigning to real-time displays 129supervisors

assigning agents 61tasks 14

supervisors and agents 43Symposium Call Center Server calls 165

TTable Linking Window

Less Than Or Equal join 292Table Linking window 287

Equal join 289Greater Than join 292Greater Than Or Equal join 292Left Outer join 289Less Than join 293Not Equal join 293Right Outer join 289

Table Selection window 285tasks for supervisors 14templates

customizing in Report Creation Wizard 381using public historical report 211

temporarily hiding users 85text editor

configuring users 65threshold classes 54thresholds

Agent Desktop Display 192in network-consolidated real-time displays

125in nodal real-time displays 124in real-time display grids 124pegging for agent statistics 169

thresholds, pegging 171thresholds, pegging for IVR 171thresholds, pegging for nodal statistics 172thresholds, pegging for route statistics 172thresholds, pegging for skillset statistics 173time zone conversion 235time zones and reports 222total calls average answer delay formula 182totals and subtotals

application display 137network-consolidated displays 135

tracking time using activity codes 54transition mode 49troubleshooting 396

accessing report 412blocked windows 401browser window issues 432connecting to data source 418Historical Reporting 418launching real-time displays 426printing reports 414real-time names 431reports missing data 417select all 398two sessions 397

troubleshooting blank messages in IE 400trunks, non-ISDN and application statistics 170types

of calls 165of data fields 164

types of access 27types of displays

real-time reporting 110


Index Standard 9.07

types of reports 211

Uunassigned agents

listing 86unavailable agents

viewing 106underserviced skillsets

identifying 217unicast

icons on real-time displays 427upgrading filters from Classic Client 207user created reports 211user types

agent 44supervisor/agent 44

user-created reportsdeleting 258

user-defined real-time displays 115user-defined reports 211, 227

and server 221creating 227deleting 258location of 221

usersadding multiple 60, 63

Vviewing

agent details 69, 98agent states 107agent to skillset inefficiencies 108agent-to-skillset assignments 84agent-to-supervisor assignments 84call volume data 107configured supervisors 60networked agent status 107networked call volume 108non-staffed skillsets 118problems with views 398schedule assignments 94skillsets 99statistics in Agent Desktop Display 189

thresholds in Agent Desktop Display 192unavailable agents 106

views access 42

Wweekly data range boxes 237windows are blocked 401working with reports 198worksheets

configuring users 64

Zzoom option

in agent maps 151

Reader Response FormContact Center Manager Product release 6.0Supervisor’s Guide

Tell us about yourself:

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2. How do you use this book?

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If you answered No to this question, please answer the following questions.

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Please return your comments by fax to 353-91-756050, or mail your comments to Contact Center Documentation Research and Development Prime, Nortel, Mervue Business Park, Gal-way, Ireland.

Reader Response Form

Reader Response Form


Nortel NetworksMervue Business ParkGalway, Ireland

Copyright © 2007 Nortel Networks. All Rights Reserved.

Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant.

The process of transmitting data and call messaging between the Meridian 1 and Contact Center Manager is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.

Publication number: 297-2183-928Product release: 6.0Document release: Standard 9.07Date: October 2007

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Documents

Supervisor's Guide