Nortel Supervisors Guide

Nortel Contact Center – ManagerSupervisor’s Guide

Product release 6.0 Standard 1.0 November 2005

297-2183-928


Publication number: 297-2183-928Product release: 6.0Document release: Standard 1.0Date: November 2005

Copyright © 2005 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.

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Revision history

November 2005 The Standard 1.0 version of the Contact Center – Manager Supervisor’s Guide is released. The content in this book is aligned with Contact Center Manager Administration build 06.00.004.03 SU02, DP_0201, DP_0202.

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Revision history Standard 1.0

vi Nortel Contact Center – Manager

Contents

1 Getting started 11Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12About Contact Center Manager Administration. . . . . . . . . . . . . . . . . . . . . . . 13What’s new . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Related Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

2 Starting Contact Center Manager Administration 31Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Access rights in Contact Center Manager Administration . . . . . . . . . . . . . . . 33Starting Contact Center Manager Administration . . . . . . . . . . . . . . . . . . . . . 40

3 Contact Center Management 45Available data and access privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46Supervisors and agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47Agent types in Contact Center Management . . . . . . . . . . . . . . . . . . . . . . . . . 48Agent properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Section A: Skillsets 51Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Calls in queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55Other skillset options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58Global skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Section B: Working in Contact Center Management 61Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62Working in supervisor view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64Working in agent view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72Working in skillset view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78Working in assignments view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81Working in Network Agent Admin view . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

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4 Real-Time Reporting 105Using real-time displays to monitor your contact center . . . . . . . . . . . . . . . 106Available data and access privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109Overview of real-time displays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110Working with real-time displays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118Subtotals 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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169Real-time agent status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

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

Section C: Agent state tracking 185Pegging agent state . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186

5 Agent Desktop Display 191About Contact Center Manager Agent Desktop Display . . . . . . . . . . . . . . . 192Display formats. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193Real-time statistics column descriptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . 194

6 Historical Reporting 199Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200Available data and access privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201Working in Historical Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202Types of reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211Using reports to monitor your contact center . . . . . . . . . . . . . . . . . . . . . . . . 216

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

viii Nortel Contact Center – Manager

November 2005 Contents

Working with parameter reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247Copying shared reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249Other procedures for reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250

Section B: Using reports 251Overview of using reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252Confirming a report schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254Activating reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256Deactivating reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257Previewing and printing ad hoc reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258

Section C: Report Creation Wizard 259Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260Using Report Creation Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262Creating a simplified report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264Creating an advanced report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276Opening an existing report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280Importing Report Creation Wizard reports. . . . . . . . . . . . . . . . . . . . . . . . . . 282Formulas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286Report sections and templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290Customizing the Report Creation Wizard template . . . . . . . . . . . . . . . . . . . 295

7 Emergency Help 301Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 302Starting Emergency Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303

8 Troubleshooting 307Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308Cannot access a report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 309Cannot print scheduled reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311Network call-by-call reports are missing data . . . . . . . . . . . . . . . . . . . . . . . 313Problems connecting to the data source in Historical Reporting . . . . . . . . . 314Cannot launch real-time displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 315Real-time displays are blank. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316No names appear in real-time displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 320New web pages are replacing real-time displays in the same browser. . . . . 321Display problems on the client PC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 322Problems while running two sessions on one client PC . . . . . . . . . . . . . . . . 323Problems with Select All . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324Contents from about:blank web site are blocked by IE Enhanced Security Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 326

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Cannot launch windows in CCMA, pop-up windows are blocked. . . . . . . . 327

Glossary 329

Index 367

x Nortel Contact Center – Manager

C h a p t e r 1

Getting started

In this chapterOverview 12

About Contact Center Manager Administration 13

What’s new 16

How to use this guide 24

Skills you need 25

Related Documents 27

How to get help 29

Supervisor’s Guide 11

Getting started Standard 1.0

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.

Note: 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. Task-based information is located in the Contact Center Manager Administration online Help for each component.

Who should read this guide

This guide is for Contact Center Manager Administration administrators and supervisors who are responsible for managing contact center resources and monitoring contact center performance using Contact Center Manager Administration. It is intended 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.

12 Nortel Contact Center – Manager

November 2005 Getting started

About Contact Center Manager Administration

Introduction

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. You can 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 has jumped from the typical 3 to 15. The average wait time has also 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 is not able to 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 have 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.

Note: Before you or any of your agents can use the Agent Desktop Display, your administrator must install and configure the software on the Contact Center Manager Administration server and on each client PC that is 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.



What’s new

Introduction

As a supervisor, you will work with the following Contact Center – Manager components:

Contact Center Manager Administration—Formerly known as Symposium Web Client, this component contains updates to the tools that are familiar to you (Contact Center Management, Real-Time Reporting, Historical Reporting, Agent Desktop Display, and Emergency Help), as well as new functionality that is only available in Contact Center Manager Administration (such as Report Creation Wizard).

Contact Center Manager Client—This is the client component of the Contact Center Manager Administration. You launch the client component of Contact Center Manager Administration by opening the Internet Explorer browser and connecting to the Contact Center Manager Administration server (formerly known as the application server). Through the client PC, you can work with the Contact Center Manager Administration components to which you have access (typically Contact Center Management, Real-Time and Historical Reporting, Agent Desktop Display, and Emergency Help).

Notes: Contact Center – Manager no longer supports the Classic Client. The Server Utility contains the server maintenance and monitoring utilities (MAS Utilities) from the former Classic Client, and the Contact Center Manager Administration component contains the rest of the functionality that was previously available through the Classic Client.

Contact Center Manager Server—Formerly known as Symposium Call Center Server, this component 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. Through the Configuration component of Contact Center Manager Administration, a user with administrator privileges must first add each Contact Center Manager Server before you can manage the agents configured on the server, and view real-time and historical reports that contain data on the server.



New Contact Center – Manager features

A number of features formerly available through the Symposium Call Center Server Classic Client, GRTD, and MAX are now available only through the Contact Center Manager Administration interface. This section provides a high-level overview of these features, listed by the components most often used by supervisors—Historical Reporting, Real-Time Reporting, and Contact Center Management, as well as other new features available in Contact Center –Manager.

Historical Reporting featuresview and print historical report schedules—In the Scheduled Events window, you can view and print all reports that you have 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 is run 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 are not reflected in 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), the system checks the network folder in which the original report is stored to see if there are changes. If the original report has changed, then the system synchronizes these changes with the imported report before running it. This process is automatic and invisible to the user.

ability to print Access and Partition Management information—The Historical Reporting component includes four new 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 new 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 customized historical reports for products within the Contact Center – Manager portfolio. Report Creation Wizard is integrated with Contact Center Manager Administration and supports the creation and modification of reports from Nortel product data sources that are ODBC compliant.

Real-Time Reporting featuresstandard 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 that are 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 that are assigned to the agents who report to the selected supervisor. Select more than one standard filter to view the skillsets that are assigned to the agents reporting to the specified supervisors. If you do not select a filter, then you see all skillsets in the display.

Note: If an agent who is assigned to the selected supervisor has skillsets that are not included in your partition, then these skillsets do not appear in the skillset real-time display.

ability to view non-staffed skillsets—While viewing a skillset real-time display, you can click a button to view the list of all the skillsets that do not have any agents logged on (out of those included in the partition assigned to you). Unlike the real-time display from which you launch this new 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 only select one filter for agent map displays. When you apply a new 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 there are no default filters associated with the template. You can also choose filters from the filter list while viewing 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:

Agent

Skillset

Application

Consolidated Agent Position Status Count

Consolidated Skillset

Consolidated Application

Agent Map (only one filter can be selected)

The standard filters are applicable to agent and skillset displays only. The supervisors assigned to the user are the standard filters. If the Supervisors heading is selected, then all supervisor filters are selected. Similarly, if the Custom heading is selected, 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 that are below the level 1 threshold value, in addition to the existing threshold functionality in which you set the colors for statistics that are 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, ensure there is a check mark beside Hide logged out Agents if you want to view only agents who are currently logged on when you launch the agent map. If you do not select this check box, you see all



agents who are in the filter that you have attached 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 when they are shown in icon view.

threshold alerts (flashing text on agent map)—For agent map displays, you can choose whether to have the text flash in 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 now have the ability to 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 only copy the display to the Public Graphical Displays folder 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, with the exception of 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 that are below the level 1 threshold value. When the level 1 and level 2 threshold levels are exceeded, or when the statistic has not yet reached the level 1 threshold, the background of the billboard display changes to the color you specify for the threshold level.

Contact Center Management featuresaccess 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 gave you for assignments, and the servers on which your access class is configured, you can use the Scheduled Events window in Contact Center Management to view the schedules of agent-to-skillset and agent-to-supervisor assignments created and saved by all users across all servers in the network. You can use this window to view details about the 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, 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 login status of the agent is now displayed in many of the views offered in this component. This information is useful when making skillset assignment changes. When a skillset requires more agents, it is important to add agents who are logged on. In some views, the TN name is displayed if the agent is logged on. The TN name is useful when an agent logs in with the wrong login 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.



Agent Desktop Display featuresAgent Desktop Display (ADD) does not require agents to be logged on—If the Agents phoneset login required for ADD option is switched off in the Server Configuration Parameters for ADD window, agents can log on to Agent Desktop Display without being logged on to a phoneset. The display still shows information on skillsets for the agent regardless of whether they are logged on to their phoneset and ADD. 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.



How to use this guide

Contact center supervisors typically use the following applications:


Real-Time Reporting


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.”

Emergency Help Chapter 7, “Emergency Help.”

Troubleshooting Chapter 8, “Troubleshooting.”



Skills you need

Introduction

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

Note: 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 as per vendor (Microsoft) recommendations, as critical service packs may include security enhancements.

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

Note: 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.



(A user with administrator privileges must first install the client SOAP 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.

Other experience or knowledge

The following types of experience or knowledge may be useful:

knowledge of your contact center organizational structure

understanding of the operational requirements of your contact center

knowledge of your customer needs



Related Documents

The following guides are available on the Contact Center portfolio DVD or on the Nortel Partner Information Center web site (www.nortel.com/pic).

For information about Refer to

Planning and engineering guidelines, and server requirements Contact Center Planning and Engineering Guide

The Contact Center portfolio Contact Center What’s New in Release 6.0

Required installation and server data Contact Center Installer’s Roadmap (see

www.nortel.com/pic)

Switch configuration Contact Center Meridian 1, Communication Server 1000, and Voice Processing Guide

Contact Center – Manager DMS/SL-100 Switch Guide

Server operating system configuration and requirements

Contact Center Manager Server Technical Requirements and Operating System Guide

Contact Center Manager Server Coresident Technical Requirements and Operating System Guide

Contact Center Manager Administration Technical Requirements and Operating System Guide

Communications Control Toolkit Server Technical Requirements and Operating System Guide

Contact Center Multimedia Server Technical Requirements and Operating System Guide



Contact Center 6.0 Security Guide (see www.nortel.com/pic)

Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List (see www.nortel.com/pic)

Installation, upgrades, migration and maintenance

Contact Center Manager Server Installation and Maintenance Guide

Contact Center Manager Administration Installation and Maintenance Guide

Communication Control Toolkit Installation and Maintenance Guide

Contact Center Multimedia Installation and Maintenance Guide

Scripting Contact Center – Manager Scripting Guide for the Meridian 1/Communication Server 1000

Contact Center – Manager Scripting Guide for the DMS/MSL-100

Networked contact center Contact Center – Manager Network Control Center Administrator’s Guide

Administering contact centers Contact Center – Manager Administrator’s Guide

Supervising contact centers Contact Center – Manager Supervisor’s Guide

Contact Center – Manager Database Integration Wizard User Guide

Contact Center Historical Reporting and Data Dictionary

Handling contacts Contact Center Multimedia User Guide for Agents and Supervisors

For information about Refer to



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 Support web site:

http://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 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 is located at http://www.nortel.com/espl.

Latest documentation The Nortel page for Contact Center documentation is 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 your 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 web site below to obtain the phone number for your region:

http://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:

http://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 chapterAccess rights in Contact Center Manager Administration 33

Starting Contact Center Manager Administration 40


Starting Contact Center Manager Administration Standard 1.0

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.


November 2005 Starting Contact Center Manager Administration

Access rights in Contact Center Manager Administration

Introduction

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 configuring 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

Then 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 are going to 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 the Use Agent & Skillset Partitions in CCM access level is assigned to you).

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)

Note: If you are granted 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 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 are responsible for only creating ad hoc agent-to-skillset and supervisor assignments. 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 that are in the partition assigned to you. If your administrator does not assign this access level to you, or if you do not have a 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.

Historical Reporting access

If you are granted 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—No permissions are assigned to the user.

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.

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

Real-Time Reporting access

If you are granted 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

Real-Time Tabular Displays access elementWithin the Real-Time Tabular Displays access class element, your administrator can assign one of four access levels per server to you. 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, either 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 per server to you. 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.

Note: A user with administrator privileges must assign an access class to you that includes either Launch access, Create Private access, or Create Public access for either the tabular or graphical displays (or both). If your access class does not include at least one of these access levels, then you cannot work in Real-Time Reporting.

Apart from the above 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 may 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 do not need to 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 this option is assigned to you, you see all agents reporting to a given supervisor.

Supervisor/reporting agents feature

In most cases, the supervisor/reporting agents feature only works 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 rule is in Real-Time Reporting, specifically for the private agent real-time displays and agent map displays. If your administrator has assigned 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, is linked to all reporting agents for that user). This association is dynamic, meaning that each time a new agent is assigned to the user (by either the user or the administrator), the agent is automatically associated with the user profile,



enabling the user to 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.

Notes:

To restrict a user to view only those agents reporting to that user, the administrator should 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.



Starting Contact Center Manager Administration

Introduction

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.

Note: Supervisors who log on to their client PC as either a regular Windows user or a domain user, and whose client PCs run either 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. (A user with administrator privileges must first install the client SOAP software on the client PCs.) If your client PC runs any of these operating systems and a 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.

To start Contact Center Manager Administration1 Launch Internet Explorer.

Note: If users have enabled pop-up blockers on their client PC, they are prevented from launching some windows in Nortel Contact Center –Manager. To retain all functionality available in Nortel Contact Center –Manager, pop-up blockers must be disabled. For more information about enabling pop-ups, see “Cannot launch windows in CCMA, pop-up windows are blocked” on page 327.

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.

Note: 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.

Tip: 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.

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



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

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

4 Click Login.

Result: The system checks for the required software. If your administrator has not installed the client version of SOAP 3.0 on the PC, a warning message appears, notifying you that a user with administrator rights must install this software. For details on installing the SOAP 3.0 software, see the Contact Center Manager Administration Installation and Maintenance Guide. If this software is already installed on the client PC, then a Login Warning Message window appears.

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



5 From the Login Warning Message window, click OK.

Result: The Contact Center Manager Administration launchpad window appears.

Note: Clicking Cancel returns you to the Login window.

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

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


C h a p t e r 3


In this chapterAvailable data and access privileges 46

Supervisors and agents 47

Agent types in Contact Center Management 48

Agent properties 49

Section A: Skillsets 51

Section B: Working in Contact Center Management 61


Contact Center Management Standard 1.0

Available data and access privileges

Introduction

The Access and Partition Management component is used 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 a user is created in Access and Partition Management, your 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 may 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 may be able to see only a selection of agents configured on a Contact Center Manager Server, such as all the agents reporting to a particular supervisor.

If there are particular operations or views that you do not have access to, or if there are data elements (for example Agents, CDNs [Route Points], or Report Groups) that you cannot view, 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 on users, access classes, partitions or report groups, consult the Nortel Contact Center – Manager Administrator’s Guide for complete information.


November 2005 Contact Center Management

Supervisors and agents

Introduction

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.

The administrator then 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 are notified 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 has granted 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

There are two types of agents in Contact Center Management:

Agents—A user with agent capability is assigned skillsets and answers calls in the contact center. All agents must be assigned to 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 is 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. All supervisor/agents must be assigned to a supervisor. In turn, supervisor/agents can have agents assigned to them.

If this type of user requires access to Contact Center Manager Administration (for example, to view real-time displays), the user is assigned a Contact Center Manager Administration user ID in Contact Center Management. Then, the 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 login 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

skillset properties—the skillsets to which an agent is assigned, 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.)

the Contact Center Manager Administration user ID

the Contact Center Manager Administration password

Note: *Agents assigned multimedia capabilities must log into a phoneset through the Communication Control Toolkit. These agents cannot manually log into a phoneset.



Section A: Skillsets

In this sectionOverview 52

Calls in queue 55

Other skillset options 58

Global skillset properties 60



Overview

Introduction

As a supervisor, you must ensure that skillsets are serviced adequately by the available agents. To do so, you must ensure that each skillset is staffed by enough qualified agents to handle the call load for that skillset.

Note: 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. They are used to match callers with the agents who can best meet their 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 has become 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 has 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 has called 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 is planning 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 is able to 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 have logged off

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

There are two Out Of Service Modes:

Transition mode—Transition mode means that agents are answering queued calls but the skillset is not accepting any new incoming calls. New calls receive night service treatments defined in the call script or the default



skillset. The Transition mode must be initiated manually by selecting Transition from the list in the Out of Service Mode column 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 that was manually placed in the Transition mode and then went into Night mode remains in this state until it is cancelled by selecting N/A from the list in the Out of Service Mode column.

Night mode—Night mode means that the agents in a particular skillset are no longer answering queued calls and the skillset is not accepting any new calls. New calls or queued calls receive treatments defined in the call script or the default skillset. Night mode can be initiated manually in the Skillset window of the Configuration component, or automatically if all agents belonging to that skillset, are logged off. A skillset that was manually placed in the Night mode remains in this state until it is cancelled by selecting N/A from the list in the Out of Service Mode column in the Skillset window of the Configuration component. Canceling the Night mode returns the skillset back to In-service mode.



Calls in queue

Introduction

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?

Choosing 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 login

longest time in Idle state since last status change

longest total time since last CDN/ACD call

Choosing 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—are given preference, or 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 how incoming calls are positioned 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 difference between the two age preferences as follows:

Oldest—Each call is inserted into 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 is inserted 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 is inserted at the back of the queue and 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. There are three calls waiting in the queue:

a priority 2 local call that has been in the queue for 1 minute

a priority 3 local call that has been in the queue for 3 minutes

a priority 3 network call that has been 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 has been 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 has been in the queue for less time than the local priority 3 call. Finally, the server presents the local priority 3 call.

Note: 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 has been in the queue for 3 minutes, and lastly the priority 3 network call that has been waiting for 2 minutes.

Queuing to a default skillset

Your administrator can define a default skillset. Any calls that are not queued by the end of script execution are automatically queued 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 has defined Bookings as the default voice skillset. Voice contacts that are not queued by the end of the script execution are presented to agents assigned to the Bookings skillset.



Other skillset options

Introduction

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 that is 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.

Notes:

On the CS2x00/DMS switch, agents can enter a maximum of three activity codes.

To use this feature on the CS2x00/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 CS1000/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 that are 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, it 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 CS2x00/DMS switch only)

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



Section B: Working in Contact Center Management


Working in supervisor view 64

Working in agent view 72

Working in skillset view 78

Working in assignments view 81

Working in Network Agent Admin view 100



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 Contact Center Management opens)

Agents

Skillsets

Assignments

Network Agent Admin

To switch from one type of data, or view, to the next, select the desired 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 are granted access to multiple servers in the network), the system tree contains multiple servers with each server representing a contact center in the network.

Note: 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 click to log on to a server again.

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



Notes:

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 online Help.

To create new agents, in addition to the above 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 67.

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 has assigned 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 Nortel Nortel Contact Center – Manager Administrator’s Guide.



Working in supervisor view

Introduction

When you open Contact Center Management from the Contact Center Manager Administration launchpad, it opens in supervisor view.

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



Notes:

To create saved and scheduled assignments, you must use the assignments view. For more information, see “Working in assignments view” on page 81.

To add new supervisors, click 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 are displayed.

To quickly assign agents to a supervisor, click Assign Agents. 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.

Note: To quickly find agents who are currently logged in, search by the Logged In search criteria. Use the resulting table to quickly choose from all the logged in 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. The system immediately assigns the agents to the supervisor.



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

Tip: 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 who 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.

Notes:

You must have an access class that includes Add/Edit/Delete Agents and Supervisors access to use the Create Many feature of Contact Center –Manager 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.

There are three ways to add multiple users:

From the tree, select an existing agent, supervisor, or supervisor/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.



Click 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 whom 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 are creating. The file must contain the following information (if mandatory) for each user, in the order shown:

Notes:

If you are using 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 that is 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 adding to a SIP server)

H SIP Terminal (mandatory if you are adding to a SIP 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 that is 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 are given the unique elements contained 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.

Note: The Create Many feature is not available in the supervisor 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.



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 are creating. For example, you can choose a new language, primary supervisor (if you are creating 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.

Note: If there are errors 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 that could not be added due to errors in the file. login ID, agent name, and reason are provided in this list.



Working in agent view

Introduction

Note: 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.



Agents List window

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

view the current login status of the agent

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

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

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

Note: For details on creating multiple users, see “Adding multiple users” on page 67.

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.



Viewing or editing the agent details

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

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, enabling you to view all the agent’s properties, such as name, login ID, supervisor information, and, if you have the appropriate access class, the skillsets and partitions to which the agent is assigned. You can also view the current login status of the agent and, if the status is Logged In, the TN at which the agent logged in.

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.



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.

This information is required if the user is going to log on to the Contact Center Manager Administration server and use Contact Center Manager Administration. When you finish adding the user’s details, you must click Submit to save your changes.

Viewing or editing ad hoc agent-to-skillset assignmentsClick the Skillsets heading in the Agent Details window to view the skillsets to which the agent is assigned and 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 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.

Viewing or editing partition assignmentsClick the Partitions heading in the Agent Details window to view the partitions to which the agent is assigned and assign the agent to new partitions.



Note: If you are unable to view or assign partitions, contact your administrator. For more information about access in Contact Center Management see “Available data and access privileges” on page 46.

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).

Clear the check box beside the partition name to unassign the agent from the partition.

Note: 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).

Deleting agents in agent view

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

On the Functions menu in agent view, you can click Delete Agent to delete the agent from the server, or you can right-click the agent’s name in the system tree, and select Delete Agent from the resulting menu.

In the Agents List window, you can also delete multiple agents simultaneously by selecting the check box beside their name in the Delete column, and then clicking Submit. You can delete all agents shown in the window by selecting the Delete check box in the header row of the table (which automatically selects all agents shown), and then clicking Submit.

Copying an agent’s properties

You can also use the Functions menu in the Agents List window to quickly create a new agent by copying the properties of an existing agent.



Note: 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 system copies the following properties from the existing agent into 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 your changes. The system saves the agent under the supervisor that you specified, and the agent’s icon appears in the system tree.

Note: While viewing a user’s properties in the Agent, Supervisor, or Supervisor/Agent Details window, you can also create a new user with most of the same properties as the current user by clicking Create New. When you click this button, it also populates the New Agent, Supervisor, or Supervisor/Agent window with the same properties listed above.



Working in skillset view

Introduction

You can 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. 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 who are currently assigned and their priority for this skillset.

Note: 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 are not assigned 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 who are 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. Then click Submit to save your changes. The system immediately assigns the agents to the skillset with the priority you chose.

Note: To create saved or scheduled assignments, you must use the assignments view. For more information, see “Working in assignments view” on page 81.



Working in assignments view

Introduction

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. Then, click the desired server in the system tree to log on to the server and work with the assignments configured on it.

Note: 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 65, or “Ad hoc agent-to-skillset assignments” on page 79.

Assignment types

There are two types of assignments that you can create 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 a 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 assignments

To 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 is run, it changes the skillset priority of each agent who is added to the assignment. 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 create 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 create an agent-to-supervisor assignment that reassigns all of Pat’s agents to Mike Smith, and you schedule it to take effect at 12:00 noon every day. When you save the assignment, you create a reset assignment, which contains a record of all the agents originally assigned to Pat. You schedule the reset assignment to take effect every day at 1:00 p.m., thereby reassigning all Pat’s agents back to Pat when she returns from her lunch break.

Notes:

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

When you create a reset assignment, the system saves it with the same name as the original assignment, but adds to underscores (__) at the end of the name. For example, if the assignment is called Pat_lunch, the system saves the reset assignment as Pat_lunch__.



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 sets up an agent-to-supervisor assignment that assigns half of Pat’s agents to Chris Konings, and the other half to Cindy Wong. The manager applies the assignment immediately, and all agents are assigned to their temporary supervisors for the day. When the manager creates the assignment, she also creates a reset assignment and schedules it to reassign all agents back to Pat the following day.

Example 2: Supervisor is on vacationPat has booked vacation from August 17th to the 28th. The contact center manager sets up an agent-to-supervisor assignment that reassigns Pat’s agents for that period. The manager schedules the assignment to begin automatically on August 17th. When the manager creates the assignment, she also creates a reset assignment, which takes effect August 28th at 5:00 p.m., reassigning the agents back to Pat.

Example 3: Supervisor is on regularly scheduled trainingAt Best Air, all supervisors are required to 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 temporarily assigns Rose Stefanopolis (an agent who has worked in this skillset before) to the Cargo Tracing skillset. The manager applies the agent-to-skillset assignment immediately, and Rose is automatically reassigned. The manager reassigns Rose to her normal skillset when Mark returns to work the following day.

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 sets up an agent-to-skillset assignment to automatically assign members of the Cargo Tracing skillset to Bookings, the busiest skillset, during early morning and evening periods.

Working 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. 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 that are 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.

Note: 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 that are 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. In summary, Refresh Table:

removes any empty rows in the table

removes new data that you have typed but do not want to save

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

Hide User buttonWhen you want to temporarily remove a user from the table (for example, when you are using an existing assignment as a template for a new assignment and do not want to include a user in the new assignment), you can highlight the user in the table and click Hide User. To save your changes, you must click Save Assignment. When you click Save Assignment, the system saves everything that is visible in the assignment details table, so if you have hidden one or more users, then they are not included in the saved assignment.

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

Go to Schedule buttonClick Go to Schedule after you type assignment information in the assignment details table and want to schedule the assignment. The Save/Schedule Assignments section at the bottom of the window opens, enabling you to type schedule details. For more information about scheduling assignments, see “Example: Scheduling an agent-to-skillset assignment” on page 94. You can also consult the 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, login 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 entering 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. When you are satisfied with your criteria, click Search. In the resulting table, select the check box beside the names of the agents who you want to add to the assignment, or select the Select All check box at the top of the column to select all agents. Then click Update Table. The table shows the current login status of the agents you find through your search, enabling you to quickly assign agents who are logged on.

Note: When you click Update Table, the agents you have chosen 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 that are 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. When you have chosen all 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 either assigned to a skillset, in Standby mode for a skillset, or not assigned to a particular skillset. Then, 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 who are in Standby mode for the skillset, and you can assign them to handle the excess calls.

Note: 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.

Note: You can click Go To Schedule under the assignment details table to jump directly to this section.

For details on 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 is run, relative to the Contact Center Manager Administration server time shown.



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

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

Example: Scheduling 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.

To schedule a new agent-to-skillset assignment

When 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 that is visible in this table to the assignment.

1 Click View/Edit > Assignments.

Result: The system tree collapses, and the assignments view of Contact Center Management opens.

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 login 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 that are already assigned to them.



10 Perform steps 6 to 9 until the Assignment Details table contains all agents you want 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.

Note: 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.

Note: 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, enabling you to 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 84.

Note: 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, enabling you to 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.

Viewing 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 of these types of assignments in this window. If you are granted access to only one assignment type, then you can only see the schedules for this type of assignment. Likewise, you can only see assignments that are 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, however, 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 that are 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 opens, listing all scheduled assignments to which you have access, on the servers included in your access class.

Deleting scheduled assignments

If you are granted 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 the schedule, select the assignment in the table, and then click Remove.



Working in Network Agent Admin view

Introduction

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 that are available for searching are always displayed so that you can easily see the list of servers being searched. To view the list of servers, you must be assigned to the server with Access based on the CCM privilege level in the CCM - Network Agent Admin view access class element and assigned to a privilege level higher than None in 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

The Network Agent Search feature provides the ability 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

The Network Skillset Search provides the ability 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 On and Logged Off. You can define up to five levels of search criteria.

When the search is initiated, there is a progress summary of the servers that have responded.



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 are displayed 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 chapterUsing real-time displays to monitor your contact center 106

Available data and access privileges 109

Overview of real-time displays 110

Working with real-time displays 118

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

Section C: Agent state tracking 185


Real-Time Reporting Standard 1.0

Using real-time displays to monitor your contact center

Introduction

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 on a per-site basis, 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 new 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 customized 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.


November 2005 Real-Time Reporting

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 may need additional staffing.

% Service Level—Shows how many calls met the targeted service level for the skillset. If the number is too low, you may 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 may 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 may 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—Check the number of agents in Idle state.

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


Agents Staffed—How many agents are logged on for this skillset?

Agents Idle—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—How many agents are logged on for this skillset at all network sites?

Waiting—How many agents are waiting to take calls for this skillset at all network sites?




Introduction

The Access and Partition Management component is used 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 a user is created in Access and Partition Management your 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 may 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 may be able to create private real-time displays, but may not be able to create public displays.

If there are particular operations or views that you do not have access to, or if there are data elements (for example Agents, CDNs, and Report Groups) that you cannot view, 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 on users, access classes, partitions or report groups, consult the Nortel Contact Center – Manager Administrator’s Guide for complete information.



Overview of real-time displays

Introduction

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.

These are four main types of displays in Contact Center Manager Administration:

Public Tabular Displays—These displays include both the standard tabular displays that ship with Contact Center – Manager, and the customized 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 only copy the display to the Public Graphical Displays folder 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). 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, customized 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, customized 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. They contain subtotals of data either for each site in the network, for each filter that you have applied, or for each element shown in the display (for example, each skillset), depending on the display configuration. They also contain a grand total of all statistics shown in the display. For more information, see “Subtotals and totals in real-time display grids” on page 134.

Chart displays—There are two types of chart displays in Real-Time Reporting: 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 only a summary of the chosen statistic across all IVR queues on the selected server; you cannot select a particular IVR queue.

Collections—There are four different types of collections that you can choose to configure: 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; and that can 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 only)

route (CS1000/Meridian 1 switch only)

skillset

contact center summary (nodal)

The following types of network-consolidated real-time displays are available in Contact Center – Manager (for the CS1000/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 on a per-site basis. 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 “Configuring private display properties” on page 122.

Network-consolidated real-time displays

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

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). There are several types of public displays in Contact Center Manager Administration:

Standard real-time displays—The set of standard real-time displays that is 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 (that are made public)—The copies of private displays that users have saved 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 customized settings except filter information.

Unlike chart and billboard graphical displays, for collections and billboard collections, you do not have to make a private, customized 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 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). Filters enable you to specify the skillset, application, and agent data that you want to see in your displays. In addition, only for your private, customized agent displays, you can apply supervisor/reporting agent combinations. For more information, see “Assigning supervisor/reporting agent combinations to Real-Time Displays” on page 130.

You can also share your customized real-time displays with other users by making public copies of them. For more information, see “Making public copies of Private Tabular Displays” on page 132.

Data collection modes

Moving window modeIn 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 that are answered in the past 10 minutes for that particular skillset.

Interval-to-date modeIn 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 interval-to-date mode is configured by the administrator in the Real-time Statistics area of the Configuration component in Contact Center Manager Administration.



If you are unable to view data in the selected mode, verify that the administrator has 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.



Working with real-time displays

Introduction

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.

Note: The system lists private displays 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 opens 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 do not currently have any agents logged on.

Note: The list of skillsets is static. To update the list, you must click Refresh.



Deleting public copies of private displays

Only the webadmin user can delete public copies of private displays.



Creating 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.



Configuring 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 diagram). 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 only on the selected server



Choosing and arranging columns in private displays

There are two kinds of columns in the real-time display grids: 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 online Help included with Real-Time Reporting.

Thresholds in real-time display gridsThresholds are used to highlight exceptional conditions in the contact center. There are two threshold values that your administrator can define 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 may 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 are applicable to both nodal and network-consolidated real-time displays. However, they behave differently for each type of display, as described below.

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 that are 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 have exceeded 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.



Adding filters to real-time displays

There are two features you use to control the data that you see in your private real-time displays: filters and supervisor/reporting agent combinations. This section includes details on creating and assigning filters. For information about supervisor/reporting agent combinations, see “Assigning supervisor/reporting agent combinations to Real-Time Displays” on page 130.

Note: 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 that is 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.



Note: 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.

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

ATTENTION Data elements appear in the display only if the system has collected real-time statistics for the element. If there are no reported real-time statistics for the element, it does not appear in the display.



Assigning 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 has assigned a supervisor/reporting agent combination to you, click the Filters tab to see the list of filters that you have created, and the supervisor/reporting agent combinations assigned to you. Each supervisor’s name on the Filters tab represents a supervisor and all of the supervisor’s reporting agents.

Using both supervisor/reporting agent combinations and filters To include all your reporting agents in the display, as well as any additional agents that are 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 customized 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.

Supervisor/reporting agent combinations are dynamicOne 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 has assigned to you, the information available for selection in the filters that you create may be automatically updated to reflect new agents that are 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 are automatically updated as new agents are assigned to you. However, if your



administrator assigns to you a custom partition containing specific agents on specific servers, then this information is not automatically updated, therefore, your filter may be missing agents that were recently assigned to you. Contact your administrator if you are missing data in your displays.

Making 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.

To make a copy of a private display, click the display name in the server tree. Then, in the resulting Properties tab, type a name for the public display, choose the server on which you want to copy the display, and click Make Public Copy. The copied display appears under the selected server in the Public Tabular Displays folder, enabling all users who have access to the server to use your display.

The copied display retains all your customized 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.

Making 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 only copy the display to the Public Graphical Displays folder 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).



To make a copy of a private billboard or chart graphical display, click the display name in the server tree. Then, in the resulting Properties tab, type a name for the public display, choose the server on which you want to copy the display, and click Make Public Copy. The copied display appears under the selected server in the Public Graphical Displays folder, enabling all users who have access to the server to use your display.

The copied display retains all your customized 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.

Making public collections and billboard collectionsCollections and billboard collection displays can only contain 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.

Note: 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

Introduction

The subtotals shown in the real-time display grids differ according to the type of display (nodal or network consolidated), and whether you have applied filters to the display. You can choose the colors for the subtotal lines in the Properties tab. For more information, see “Configuring private display properties” on page 122.

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



Note: 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 “Configuring private display properties” on page 122.



There are three different grouping arrangements for these columns:

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 diagram), 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 there may be calls routed through the missing standard applications that are not included in the total, or some calls may be counted twice where they are included in the value for a standard application and a primary application in the filter.



Multipage displays

Introduction

A real-time display that contains large amounts of data can be cumbersome to view. Contact Center Manager Administration makes it easier 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 there are for you to view. Click any of the numbers to move from one page to another, or use the Prev and Next links.

Note: 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

Introduction

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.

You can launch a site summary chart either from the Site Summary button in nodal grid displays, or by clicking the site name in a network-consolidated display.

You can launch a network summary chart only by clicking 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 “Exporting 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 above properties, when you create your customized application and skillset chart graphical displays, you can choose:

multiple statistics per 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 per 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.

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

Additional properties for IVR chartsWhen you create your customized 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 per 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 per 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 per statistic (for example, view the Calls Answered for the Sales, Marketing, and Support applications).

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

Choose statistics per 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 per 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

When you finish customizing the display, you must click Submit to save your changes. Then click Launch to start 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:

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



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



Graphical displays

Introduction

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.

Note: 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.

There are two different views of agent maps:

box view

icon view

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

Optional fieldsYou can add one of two optional fields when configuring your agent maps: the agent’s personal DN or the position ID. (You do not have to choose either of these values; they are optional.) When you choose one of these values, save your customized display, and 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 alertsThere are threshold alerts 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 front when a threshold value is exceeded.

Note: 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 has 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 also 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). If you do not choose an option from the Linked Display list when customizing the agent map, the Standard Agent display appears for the same server on which you configured the agent map when you click Linked Display.



Viewing 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 shows 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.

Customizing the agent map layoutYou can move the agent blocks around in the agent map to represent the seating plan at the contact center site. You can also resize the agent map by clicking and dragging its border to the desired size. After you arrange the agent icons, click Save Layout to save your configuration.

Finally, you can launch the real-time display grid that you chose to link to the agent map by clicking Linked Display at the bottom of the display. If you do not chose a display, then the Standard Agent display launches by default.

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

For step-by-step procedures on 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, instead of selecting one skillset or application, select Summary to view a summary of all IVR queues on the selected server, or a summary of the statistics 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). 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 five 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 have specified 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.

Notes:

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 on creating and configuring billboards, see the Contact Center Manager Administration online Help for Real-Time Reporting.

Collections

There are four types of collection displays that you can create 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, with the exception of an agent map display or another collection. Each display in the collection behaves according to its own settings and properties.

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

Exporting 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.

Exporting 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 “Configuring private display properties” on page 122). 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 have exported to the Contact Center Manager Administration server, you can use the Exported Displays window in Real-Time Reporting. You Exported Displays 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 opens 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 “Configuring private display properties” on page 122.



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 launched 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 either 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 have exported, 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

When you are working in the Real-Time Reporting component in a Citrix environment, and you want to export a site summary chart from a real-time display, if your roaming user profile is configured in such as way that you do not have access to the desktop within your Citrix environment, then you should only export snapshots to a shared network folder. 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.



To configure the path for exporting site summary charts

1 While logged on to Contact Center – Manager 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 tab, 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\.

Note: In this path, you must include the closing slash (\). If you do not include it, the chart is not saved correctly.

4 Click Submit to save your changes.



Section A: Real-time statistics

Overview 164

Types of calls 165

Types of real-time statistics 169

Real-time agent status 175



Overview

Introduction

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

agent

application

IVR (CS1000/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

Introduction

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

Contact Center Manager Server calls are calls that:

arrive at a CDN that is acquired by Contact Center Manager Server

are presented to the Incalls key of a phone set that is acquired by Contact Center Manager Server

Local Contact Center Manager Server calls arrive at a CDN configured as a local CDN; network Contact Center Manager Server calls arrive at a CDN configured as a network CDN (incoming calls), or calls that are offered to a remote site by the local server (outgoing calls).

Note: Unless otherwise specified, Contact Center Manager Server calls include both local and network calls.



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 phone set that is 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.

Notes:

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

On the CS2x00/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 phone set 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 phone set acquired by Contact Center Manager Server.

Notes:

Delay and abandon statistics are not available for NACD calls.

On the CS2x00/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 phone set 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 phone set that is 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 phone set 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

Note: For the CS2x00/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

Introduction

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. These statistics allow a supervisor to monitor an agent’s current state in the real-time displays.

Skillset Calls Answered

Description: The total number of skillset calls answered by agents at this site.

Type: Cumulative/Total

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

Directory Number In Calls Answered

Description: The total number of DN calls answered by agents at this site.


Directory Number Out Calls Made

Description: The total number of outbound DN calls made by agents at this site.




Outbound Dialed Directory Number

Description: The outbound directory number the agent dialed.

Note: This field may not be accurate under the following conditions:

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

when the (outbound) dialed DN is an external DN going through trunks that do not have a 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, refer to the Nortel Contact Center – Manager Administrator’s Guide.

Application statistics

Application statistics provide performance data on a per-application basis. 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.

Note: The Network_Script is not supported on the CS2x00/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.



Note: The Network_Script application and the NACD-DN application are not applicable to the CS2x00/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.

Calls handled by a Master scriptIf 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 scriptIf a call is handed off to a primary script, all events occurring up to the hand-off are pegged against the Master_Script application. Events that occur after hand-off are pegged against the primary application.

Calls handled by a secondary scriptIf 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 Nortel Contact Center – Manager Administrator’s Guide.

IVR statistics

Interactive Voice Response (IVR) statistics, which apply only to the CS1000/Meridian 1 switch, provide performance measurement information on a per-IVR queue basis. These statistics provide a means to monitor the usage of the port resources of an IVR queue from a real-time perspective.

RestrictionsIVR statistics may not be available if a third-party IVR application is used 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 Nortel Contact Center – Manager Administrator’s Guide.



Nodal statistics

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

Note: Network-related statistics are not available in CS2x00/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 Nortel Contact Center –Manager Administrator’s Guide.

Route statistics

Route statistics apply only to the CS1000/Meridian 1 switch. Route statistics provide all trunks busy (ATB) information on a per-route basis.

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 based 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.



Real-time agent status

This section shows how the agent state is reported on real-time displays.

If the agent key status is Agent status displays as

Incalls key DN keyIncalls Status

DN In Status

DN Out Status

Walk-away Status

no call present no call present Idle

no call present incoming DN call active

Busy Active

no call present incoming DN call on hold

Busy On hold

no call present outgoing DN call active

Busy Active

no call present outgoing DN call on hold

Busy On hold

no call present incoming DN call ringing

Idle

no call present DN key pressed Busy

call ringing no call present Call present

call ringing incoming DN call ringing

Call present

call active no call present Active

call on hold no call present On hold

call active incoming DN call on hold

Active On Hold



call on hold incoming DN call active

On hold Active

call on hold incoming DN call on hold

On hold On hold

call active outgoing DN call on hold

Active On hold

call on hold outgoing DN call active

On hold Active

call on hold outgoing DN call on hold

On hold On hold

ACD/NACD call ringing

no call present Busy

ACD/NACD call active

no call present ACD/NACD Active

ACD/NACD call on hold

no call present ACD/NACD on hold

not ready no call present Not ready

not ready Incoming DN call active

Not ready Active

not ready Incoming DN call on hold

Not ready On hold

not ready Outgoing DN call active

Not ready Active



DN In Status

DN Out Status

Walk-away Status



not ready Outgoing DN call on hold

Not ready On hold

call on hold; walkaway

no call present On hold Yes



DN In Status

DN Out Status

Walk-away Status



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:


Consolidated Skillset display

Consolidated Application display

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.




Introduction

In this display, you can view details on 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.

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

ATTENTION On the CS2x00/DMS switch, agents cannot press the Emergency key while they are in conference with another agent.



Consolidated Skillset Display

Introduction

In this display, you can view the number of local and incoming network calls that are 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



Consolidated Application Display

Introduction

In this display, you can view the number of local and incoming network calls that are 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



Section C: Agent state tracking

In this SectionPegging agent state 186



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 tim

e

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

(see Note 4)

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 5)


• •


Outgoing DN call active

• • •



CD

/NA

CD

talk

tim

e

Bus

y on

DN

tim

e

Bus

y on

Mis

c tim

e

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 6)

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 tim

e

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



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 tim

e

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



Notes:

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

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

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

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

5. Busy on Misc time Applies only for New and New Reply Pull-mode contacts.

6. This does not peg if the active skillset contact is an Outbound campaign contact.

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


C h a p t e r 5


In this chapterAbout Contact Center Manager Agent Desktop Display 192

Display formats 193

Real-time statistics column descriptions 194


Agent Desktop Display Standard 1.0

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.

Note: Agent Desktop Display can only be configured to monitor skillsets on a single Contact Center Manager Server. To monitor skillsets across multiple Contact Center Manager Servers, Nortel recommends using a consolidated real-time display and projecting this display on a white board 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 that are assigned to the logged on agent once every 3 minutes and updates the display accordingly.

Note: 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 that is 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.


November 2005 Agent Desktop Display

Display formats

There are two types of display formats that users can view:

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 pop-up 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

Introduction

Each skillset shown in Contact Center Manager Agent Desktop Display can display any one of the statistics listed below on the client PC.

Note: Skillsets assigned the Standby priority is 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 that are currently waiting to be answered by agents in each skillset to which you are currently logged on.

Note: 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 had to wait before being answered by an agent with this skillset. Waiting time is measured from the time at which the calls entered the queue to the time when agents answered the calls.



Maximum waiting time

MAX WAIT The amount of time in seconds that the oldest local or incoming network CDN call had to wait to be answered by agents in the selected skillset.

Calls answered after threshold

ANS THRESH The number of local and incoming network CDN calls that were 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 that are currently waiting to be answered by an agent in this skillset.

Network calls answered

NTWK ANS The number of incoming network calls answered by agents in the current skillset.

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 assigned to this skillset who are logged on.

Note: 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 who are currently on a call that was 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 who are active on calls for other skillsets.

Note: Agents can be assigned to multiple skillsets. Other skillsets can be local skillsets designed specifically for call handling at your location, or network skillsets that can be 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 ACDDN call

ACDDN CALL The number of agents assigned to this skillset who are currently handling ACD-DN calls.

Agents on NACDDN 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 being answered by an agent with this skillset.




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.

Longest waiting time since last call

LWT LASTCL The longest waiting time of all idle agents who are 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.

Longest waiting time since login

LWT LOGIN The longest waiting time of all idle agents who are 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 who are currently unavailable to take calls.




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 Contact Center Manager Agent Desktop Display online Help.

Note: 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 Contact Center Manager Agent Desktop Display.


C h a p t e r 6


In this chapter Overview 200

Available data and access privileges 201

Working in Historical Reporting 202

Types of reports 211

Using reports to monitor your contact center 216

Section A: Managing reports 219

Section B: Using reports 251

Section C: Report Creation Wizard 259


Historical Reporting Standard 1.0

Overview

Introduction

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.

Creating 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 be included in the report (for all reports you can choose from the filter elements that are applicable for the type of report; for network-consolidated reports, you can also choose from among the filter sets that you have 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


November 2005 Historical Reporting


Introduction

The Access and Partition Management component is used 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 a user is created in Access and Partition Management, your administrator can specify the following:

Access classes—Access classes define what access rights or privileges a user has. For example, a user may be restricted to view access of agent properties only.

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

If there are particular operations or views that you do not have access to, or if there are data elements (for example Agents, CDNs, or Report Groups) that you cannot view, contact your administrator to request extra permissions for 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 please consult the Nortel Contact Center –Manager Administrator’s Guide for complete information.



Working in Historical Reporting

Introduction

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.

Note: You can schedule many reports for the same schedule time, but only five scheduled reports are processed at the same time. Remaining reports wait in the queue and are processed on a first-in-first-out basis. This is done 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)

Note: The current release of the Communication Server 1000/Meridian 1 PBX switch only supports networking over ISDN trunks.

The report groups that you can see and access depends upon the access privileges assigned to you by your Contact Center Manager Administration server administrator. For details, refer to 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 can 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.

Note: 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 customized 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 customized reports for each company are kept in separate folders, which can only be accessed by members belonging to the group.

Administrators can also user 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 opens Historical Reporting, this users sees only the custom report group folder and can only see reports that other members of the group have saved in the Group folder.

Private Report Templates folderWhen you customize a public or a 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 Group folder.



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 installed 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.

Scheduled reports are generated using the report scheduler on the Contact Center Manager Administration server, making it unnecessary to have a client workstation that is 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 has to 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 cannot access another server, contact your administrator.

Note: 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 customized 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 has 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 may contain two types of filter elements: Agent Name and Agent Login ID. In this case, both filter elements are listed 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.

Note: 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 has not used 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 may 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.

Filter sets

Use the filter sets feature to select the sites and resources to include in a network-consolidated report. After you create and save a filter set, 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 filter sets that you have defined and saved.

Note: You can also use filter sets that your administrator has imported from the Contact Center Manager Server classic client. While each of the Classic Client filter sets 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 filter sets after they are imported into Contact Center Manager Administration by using the filter sets tabs in Historical Reporting.

Creating filter sets

When you create a filter set, you can specify the applications, DNISs, routes, and skillsets that you want 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 set.

For more information about creating filter sets, 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 that is set up on the client PC. The short date format can be set in Regional Options.

To set 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 will have this short date format. The date is always printed as numeric text on the reports. Month names are not printed. For example, if you have chosen a short date format of dd-MMM-yy, the date printed on a report for 18-Sep-05 is 18-09-05.



Notes:

If you reschedule a report from another client PC, the date format that is 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

Introduction

The reports in Historical Reporting can be classified in two ways:

who created them

what type of information they contain

Who created the reports

The following describes 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 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 customized 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 Template Importing Wizard. You can access this wizard from the Report menu in Historical Reporting.



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).

To import a Contact Center Manager Server report template

1 If you are not already in Historical Reporting, launch Historical Reporting from the Launchpad.

2 In the System Tree, click a server to which you want to import your user-created report.

Note: You cannot import reports to the Administration server. This server is only available for generating Access and Partition management reports for Contact Center Manager Administration.

3 From the menu bar, click Report > Import.

Result: The Template Importing Wizard window opens in a new window.

4 Click Next.

5 Select the Synchronize report template from the network drive check box. This is optional.

Note: If this box is checked 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 Directory and folder name box, enter 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

Note: The Contact Center Manager Administration application server uses TemplatePath and LastModified data to copy the report template from the network drive to the Contact Center Manager Administration application server (if the report template is modified on the network drive after import).

7 In the Template Name field, enter 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 field, enter the database view name that this report is based on for the report SQL query.

Note: The Database Alias field is required only if you are importing an Historical report.

10 In the Timestamp field, enter a timestamp.

11 Select a Report 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 that is 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. When you finish importing 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.

Note: 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 customized reports, refer to the Contact Center – Manager Historical Reporting and Data Dictionary.



Note: You can also use the Template Importing Wizard to import existing, customized Contact Center Manager Server report templates, one at a time, into Contact Center Manager Administration. For more information about using the wizard, see the online Help included with the application.

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 the value 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 may 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

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 are planning or making 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. The four reports are:

Access Classes

Report Groups

User Defined Partitions

Users

For details, see the Contact Center – Manager Historical Reporting Data Dictionary guide.



Using reports to monitor your contact center

Introduction

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 may indicate that the agent is having difficulty responding to customer requests. (It may 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 may 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 may 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



Note: 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?

As a contact center supervisor, you must be able to identify skillsets that are underserviced. To do so, 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 should 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 may 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 may need additional staffing.

Unusually long talk time or unusual number of short, transferred, or conference calls for a specific skillset—This may 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.)

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

Creating user-defined reports 227

Working with parameter reports 247

Copying shared reports 249

Other procedures for reports 250



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 be included in the report (if you are connected to an NCC server and are generating a network-consolidated report, then the selection criteria can include any filter sets that you have created and saved)



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

Notes:

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. This is gives higher priority to the ad hoc reports.



Where reports are stored

Introduction

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 created 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.

Note: The system defaults to the time zone in which the selected server in Contact Center Manager Server, or Network Control Center is located.

In a network of contact centers, some sites in the network may be located 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 located in Winnipeg (1 hour earlier, Central Standard Time). You connect to a server in Contact Center Manager Server located 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 “To define the data range” on page 225.

Then, you schedule the report to run every day at 9:00 a.m. For more information about scheduling reports, see “To define the report schedule” on page 235.

Result: The report is generated 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 server in 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 server in 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 Server.

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 server in 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 located in a time zone that is 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.



Creating user-defined reports

Introduction

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.

To create a user-defined report

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 located 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.

Note: 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 customized 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 server in Contact Center Manager Server is located. If you choose a different time zone than that in which the server in 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.



Note: 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.

Selecting filter setsIf you are connected to an NCC server and are defining the selection criteria for a network-consolidated report, then you can also choose from among the filter sets that you have created and saved. After you create and save a filter set, 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 filter sets, see “Creating filter sets” on page 202.

To define Selection Criteria

1 In the Report Properties window, click Selection Criteria.

Result: The heading expands to reveal a table of selected filter elements (if any), and a heading that you can expand to show the available filter elements (those that you have not yet chosen for this report).

Notes:

The filters available depend on the type of statistics included in the report. If you are using 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 has not used any of the 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 that you want to include in the report, or any filter sets that you have created and saved. For



information about creating filter sets, see “Creating filter sets” on page 202, or see the online Help included with the application.

2 Click Available.

Result: The heading expands to reveal a table of available filter elements.

Note: For reports that have agents as a filter element (for example, Agent Performance or Skillset By Agent Performance reports), there is a new search function that you can use 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.

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 login 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 a maximum of five joins are reached. 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 are returned based on the entered search criteria.

7 Select the available filter elements that you want to include in the report by selecting the check box beside each element.

Note: 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 Agent Performance report, you can select up to 300 agents to run the report. For Skillset By Agent Performance report, you can select up to 300 agents plus 300 skillsets to run the report.

When you choose filter sets, while you can apply more than one filter set to a report, the combined total number of filter elements in all filter sets that you apply to a single report cannot exceed 300. For example, you can apply one filter set that includes 200 skillsets, and another filter set 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 be used to calculate the revenue value for each activity code.

Note: The system multiplies this number against the number of occurrences of the activity code.

11 Continue with the following procedure to define the data range.

To define 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.

Note: 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.

Only include intervals between X and X each day: Check this box to generate the report for the time interval for each day that you have selected. 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 mark in this box if you want the report to include 24 hours of data over the range of days that you specify. For example, if you entered 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 if you want 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. Then, in the Schedule area, select today’s date. You must save and activate the schedule for the report to be generated.

Notes:

The data collection period actually ends one 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 are using 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.

Note: 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.

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.

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. 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. 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.

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. 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.

Note: 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. 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.

Tip: 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.

3 Continue with the following procedure to define the report schedule.



To 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 successfully generated, or that there were problems preventing the report from being generated. 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.

Note: Although you can schedule many reports for the same schedule time, only five scheduled report 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.



1 In the Report Details section of the window, from the Time Zone list, note the time zone in which you chose to run or schedule your report.

Example: The Contact Center Manager Administration server is located in a time zone that is 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.

2 Close the Report Details section.

ATTENTION The schedule time that you specify is based on the time zone that you choose. However, the system translates the schedule time that you enter 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 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.



3 To open the Schedule section, click Schedule. The heading expands to reveal a series of boxes.

4 The schedule that you can define depends on the type of data range that you selected. Click any of the option buttons 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 schedule an interval report to be generated 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 if you want to generate a report every 15 minutes between 9:00 a.m. and 5:00 p.m. every Wednesday and Sunday. 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.

To define output options

After you schedule the report, you must define the way the system generates it. You can specify whether you want 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 where the system can send notification that the report successfully generated, or that there were problems preventing the report from being generated. 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.

Note: If you choose to send the report to a file, you must specify a shared folder where the Contact Center Manager Administration server sends the file. This folder can be on your computer, on another computer in the network, or on the Contact Center Manager Administration server. If the folder that you specify is on a computer other than the Contact Center Manager Administration server, the network administrator must map to this shared folder from the Contact Center Manager Administration server, and the computer must be within the same domain as the Contact Center Manager Administration server. For more information, see the Contact Center Manager Administration Installation and Maintenance Guide.

If you want to send a scheduled report to a printer, ensure that your administrator has configured a default printer on the Contact Center Manager Administration server. If a default printer is not defined, then you can only send reports to a file.



Output Options

1 After you schedule the report, the Output Options heading is enabled (if you have not scheduled the report, the heading is unavailable). Click Output Options to reveal the output options boxes.

2 Select the Print check box or the Output to file check box, or both.

3 To print the report, from the Printer list, select the printer to which you want to print the scheduled report.

4 From the Paper size list, select the appropriate paper size for the printed report.

5 To send the report to a file, in the Output box, type the path to the shared folder where the report is sent. The path should have the format \\[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.

Note: Select the Save file under different name each time check box if you want the system to save the report with a different name each time it is generated. If you do not select this box, the system overwrites previously generated reports with the updated versions every time they are generated.

6 From the Format list, select the export file format that you want to use.

Note: 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.



7 Select the Email Notification check box if you want the system to notify you when the report is generated. Then type one or more e-mail addresses in the Send notification e-mail to box. You can type a maximum of 255 characters in the box, with each e-mail address separated by a semi-colon (;).

8 Click Save Report to save your user-defined report.

9 Click Activate to activate the report schedule.



Working 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 may 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.

Note: The Activate and De-Activate buttons are always unavailable for parameter reports because you cannot schedule this type of report.

Sharing 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.



Note: Because parameter reports require user input at the 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.

Running 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 below the box. Then 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.

Note: 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.

Printing 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 have defined.



Copying shared reports

Introduction

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 that created it.

To make a copy of a shared report1 Click the report in the shared report group folder

2 If the report schedule is activated, click Deactivate.

Note: 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.



Other procedures for reports

Introduction

After you define a report, you can change it or delete it. For step-by-step procedures on editing and deleting reports, see the online Help included with the application.

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 be included in the report (not applicable to user-created reports)



output options—the printer or file to which the report is to be output

network site properties—(for network consolidated reports only) the sites to be included in the report

To delete user-defined or user-created reports

Note: You cannot delete standard public report templates, or group reports that other members of your group have created.

From the system tree, select the report, and then choose Report > Delete.

ATTENTION If the report schedule is active, you must deactivate it before you can delete the report. For more information, refer to “Deactivating reports” on page 251.



Section B: Using reports

In this section Overview of using reports 252

Confirming a report schedule 254

Activating reports 256

Deactivating reports 257

Previewing and printing ad hoc reports 258



Overview of using reports

Introduction

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.

Standard public reports cannot be scheduled, but you can run them ad hoc and preview or print them as needed.

Interpreting 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”



Confirming a report schedule

Introduction

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.

To confirm a scheduled report1 On the system tree, click Scheduled Events.

Result: The Scheduled Events window appears, listing all the reports that you, personally, have 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.

The following are enhanced functions for Scheduled Events.

User Name—a new User Name column is displayed in Scheduled events when logged in as the Contact Center Manager Administration server administrator.



Print—A new print button is available to print or preview the listed schedules. When 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, all displayed grid columns can be previewed and printed.



Activating reports

Introduction

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 the schedule is activated. To schedule the report, refer to “To define the report schedule” on page 235.

To activate 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, click Activate. For details, see the following procedure:

1 On the system tree, click Scheduled Events.


2 Select the report that you want to activate.

3 Click Activate.




Deactivating reports

Introduction

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.

To deactivate a report

You can deactivate a scheduled report in one of two ways:

click De-Activate in the Report Properties window, when viewing the properties of a scheduled report.

Click De-Activate in the Scheduled Events window. For details, see the following procedure:

1 On the system tree, click Scheduled Events.


2 Select the report that you want to deactivate.

3 Click De-Activate.




Previewing and printing ad hoc reports

Introduction

You can preview or print ad hoc reports with their default properties, or you can define the selection criteria and the data range first.

To preview or print 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 “To define the report schedule” on page 240 and “To define the data range” on page 232.

5 Click Run Now to generate the report with the properties that you have specified.

Result: The Ad Hoc Report Viewer appears, enabling you to preview the generated report.

Note: When you click Run Now, the system does not save your customized properties. 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 “To create a user-defined report” on page 227.

6 Click the printer icon to print the report to the default printer configured on your computer.

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.



Section C: Report Creation Wizard


Using Report Creation Wizard 262

Creating a simplified report 264

Creating an advanced report 276

Opening an existing report 280

Importing Report Creation Wizard reports 282

Formulas 286

Report sections and templates 290

Customizing the Report Creation Wizard template 295



Overview

Introduction

Report Creation Wizard is a new reporting feature accessible through the main Historical Reporting interface. Use Report Creation Wizard to create, maintain, and modify customized ad hoc reports through a user-friendly interface. You can then import and schedule the reports in Historical Reporting.

In previous releases of Contact Center Manager Administration (formerly known as Symposium Web Client), users had to be very familiar with the Crystal Reports Designer and Structured Query Language (SQL) to modify certain aspects of user-created reports, such as:

the databases, table, 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 sets features as you would with any other report. You can also use the Historical Reporting interface to schedule reports that you have created with the Report Creation Wizard.

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. License upgrades are supported in increments of five. Report Creation Wizard licensing is handled through the Contact Center –Manager Licence Manager.



Standard and private reports

You can import the reports that you create in Report Creation Wizard to the Contact Center Manager Administration application server as standard or private reports.

Standard reports—These are the same as the Contact Center – Manager standard reports. Standard reports can be imported to one or more Contact Center Manager Servers and are made available on each of the selected servers. As an example, if you import a Standard report to the Standard folder on all Contact Center Manager Servers, the report is available in the Standard folder on all of the selected servers. If you import a Standard report to the Standard folder on one Contact Center Manager Server, the report is available only in the Standard folder of the selected server. Only one copy of the standard report is stored on the Contact Center Manager Administration server. Data range selection (for example, interval, daily, weekly, and monthly) is also supported for these reports.

Private reports—These reports are similar to standard reports except that a private copy of the report is created and stored in a private folder based on the logged on user ID.



Using Report Creation Wizard

Introduction

When you are working in the Historical Reporting component of Nortel Contact Center – Manager, and you are logged on to a Contact Center Manager Server, click Report > Report Creation Wizard to launch Report Creation Wizard. After Report Creation Wizard launches, you must use the database on this server when creating your reports in the Report Creation Wizard interface.

Notes:

You must be connected to Contact Center Manager Server 6.0 with Contact Center Manager Administration 6.0 installed to enable Report Creation Wizard. The Historical Reporting access class must also be set to Report Creation.

You can only launch 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 327.

Report options in Report Creation Wizard

There are three options available when creating a report in Report Creation Wizard:

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 Simplified Report option to use one of the report definitions packaged with the 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.



Predefined report definitions are included with Report Creation Wizard, including commonly used reports for Contact Center – Manager.

Each report definition contains a list of all the statistics fields required to create a certain report type with the appropriate table and view linkages already implemented. For example, an Agent Performance report definition contains all the statistic fields from the appropriate Contact Center – Manager database tables/views that are used to create agent performance reports.

Create Advanced Report (via ODBC)Select the Advance Report 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 for linking. This option provides the most flexibility, but it also requires a greater understanding of the database structure you are working with.

Open Existing Report Select this option to open an existing report. When you select this option, a navigation tree appears, where you can select an existing report to open.

New report icon

To create a new report, you can also click the New Report icon on the tool bar.

If you in an existing report, you are prompted to save the report before a new report is created. After saved, the Report Type window is displayed.

Online Help pages

Click the Help link in Report Creation Wizard to display help about the window you are currently working in. For example, if you click Help when you are working in the Summaries window, the Summaries help page appears.



Creating a simplified report

Introduction

This section provides step-by-step instructions to create a sample Agent by Skillset Performance report.

To create a simplified report1 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 Create Simplified Report (via Report Definitions).



5 Click Next.

Result: The Data Source window appears.

In this window, you can choose from a list of standard report definitions, with each definition already containing a list of all the statistics fields required to create a certain type of report, with the appropriate table and view linkages already implemented. For example, an Agent by Skillset Performance report definition contains all of the statistic fields from the Agent by Skillset and Skillset Stats views. These statistic fields are used to create agent by skillset performance reports.

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.

6 Click the CS1000 (M1) folder.

Result: The folder expands to reveal available report templates.

7 Click the Agent Performance folder.

8 From the selected folder, select a report template. In this example the Agent And Skillset Performance Stats.rpt report is selected.



9 Click Next.

Result: The Field Selection window appears.

In this window you can select table fields and formulas. Formulas are displayed under their relevant headings in the Fields list. Standard formulas are displayed under the Formulas heading. Formulas relating to views are listed under separate headings for each view, for example, iAgentPerformanceStat Formulas.

10 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.

Note: 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.

In this example, the following fields and formulas are selected from the iAgentbySkillsetStats view:



Skillset

Timestamp

AgentLogin

AgentSurName

AgentGivenName

CallsAnswered

RCW_AverageTalkTime

Tip: 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.

11 Use the up and down arrows to change the order of the selected fields.

Note: The order of the fields in the Fields Selected list determines the order in which they appear on the report.

12 To modify the Selected Field Properties:

a. In the Selected Fields list, click on 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.



13 Click Next.

Result: The Grouping window appears.

The Grouping window displays the fields and formulas, which you chose in the Field Selection window. In this window, you can select fields or formulas to group the report data on. Some dynamic formulas are not listed as they themselves represent groups and so cannot be grouped upon.

14 In the Fields list, double-click fields to group by.

Note: You can also click on an item in the Fields list and 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 on the item in the Group by list and click on the left arrow button (<).

In this example, the following fields are selected from the iAgentbySkillsetStats view to group by:

Skillset

Timestamp (represents the date and time)

Result: Each selected field moves from the Fields list to the Group by list.

15 To modify the Group Field Properties:

a. Click iAgentBySkillsetStat.Timestamp (or Timestamp if you toggled off the table name)



b. From the Sort Order list, select Descending Order.

Note: The option The section will be printed in the Groupings window (displayed on the previous page) 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 are calculated for each hour.

16 Click Next.

Result: The Summaries window appears.

Use the Summaries window to create summaries based on selected fields or formulas. The summation type, that a user selects, depends on the field or formula data type. As an example, a summation type of Sum can be applied to numeric fields or formulas.

You can then specify what report sections you want the summary to appear in.

17 In the Fields list under the iAgentBySkillsetStat heading, click CallsAnswered.

18 In the Summation Type list, click Sum.

Note: The summation types are specific to 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.

19 In the Groups list, select the Report Footer, Group Footer #1 and Group Footer 2#.

20 Click Add.

Result: The CallsAnswered field, the Sum summation type, and the Group Footer #1 appear in the Summary Data list.

21 Click Next.

Result: The Report Layout window appears.

The Report Layout window displays all sections that are part of the report. The sections that can be included on the report are:

report header

page header

group header

details

report footer



page footer

group footer

By default, all sections, excluding group headers and group footers, are included in the report layout.

A selected section is denoted in purple, enabled sections are denoted in blue, and suppressed sections are denoted in grey. Suppressed sections do not appear on the printed report.

Report viewFree-form placement of fields is supported within each section of the report view area. You can move or resize any field in the same manner. To move a field, click on it and hold down the left mouse button, and drag to move the object. Alternatively, highlight the object and use the up, down, left and right arrow keys to move the object.

To resize an object, 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. Alternatively, highlight the object, hold down the Ctrl key and use the left and right arrow keys to resize the object.

To add a text field, click a section in the Report View area and then click the Add Text Object icon on the toolbar. The new text field is added to the highlighted section.



When a field is added to the Details section of the report, a corresponding text heading is added to the Page Header section of the report. If that field 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.

Properties barYou can modify the following properties in the properties bar.

Object properties—Select a field in a section to display the field properties in the properties bar. The selected field appears with a yellow background. When you change the field properties, the field is updated in the report view area

Section properties—Select a section header to display the section properties in the properties bar. The selected header appears in a different color. A section can be suppressed, which changes the section header to light grey. Suppressed sections do not print on the report

Fields—The Fields property tab lists all available fields. To add fields to a section, select the section header, select the field in the Fields property tab, and click Add.



Formulas—The Formulas property tab lists all available formulas. Formulas are displayed under their relevant headings in the Formulas list. Standard formulas are displayed under the Formulas heading. Formulas relating to views are listed 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.

Sorting—The Sorting property tab lists the groups, fields, and formulas on the report. The sort direction can be set for each item listed in the sorting property tab. The sort orders supported are None, Ascending, Descending or Original Order. To change the sort order for each field, use the up and down arrows. Group sorts always appear first, followed by field/formula sorts.

22 Click the Save Report icon to save the report.

Result: The Save RCW Report window appears.



23 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 it opens.

save a new report, the report path in the Save dialog box defaults to the user’s private report folder.

save a report with the same name as an existing report, the user is prompted to confirm the overwrite before the Save is performed.

save a report, you can click the New Folder icon on the toolbar to create a new folder in which to save the report

24 In the Report Name box, enter a name for the report.

25 Click Save.

Note: You can save the report at any time once a Report Type is selected.

26 To preview the report, click the Preview icon on the tool bar.

Result: The Report Viewer opens.

Note: The Preview icon is enabled once fields are selected on the report. The Report Viewer supports standard Crystal Report features such as Export, Print and Search. The review displays the first 50 records from the database.



Configuration Settings window

The Configuration Settings window is used to set the default properties for the report.

Report Layout—Use the Report Layout section to set the page orientation for the report. The options are Portrait and Landscape.

Default Font—From the Default Font list, select a default font to apply fields, formulas, labels, or summaries to be added to a report section. The previously selected default font is still applies to objects added before the new default font is selected.



Creating an advanced report

Introduction

If you select the Advanced Report option as the report type, then the following Data Source window appears:

The following lists and fields are available in the Data Source window.

DSNs Available—This list contains the available ODBC DSNs configured on the Contact Center Manager Administration Server. Double-click a DSN in the DSNs Available list to add it to the DSNs Selected list. You can add only one DSN system type to the DSNs Selected list, for example, CCMM, CCM, or SVR.



Notes:

1. The DSNs must be preconfigured on the Contact Center Manager Server for Report Creation Wizard to access each data source. For more information about configuring DSNs, see the Contact Center Manager Server Installation and Maintenance guide.

2. DSNs for IVR and CallPilot are created manually. The IVR or CallPilot DSN is created in the Configuration component of Contact Center Manager Administration when adding IVR or CallPilot as a server. For more information about adding servers, see the Contact Center – Manager Administrator’s Guide.

DSNs Selected—This list contains the selected ODBC DSNs. To remove a selected DSN from the list, select the DSN in the DSNs Selected list and click the left arrow button.

Selected DSN Properties—Enter the User ID and Password to access the data source. For servers configured on the Contact Center Manager Administration server, the User ID and Password are automatically populated.

In the Data Source window, you are prompted to select the ODBC DSNs from which you can 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. 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 they can be linked.

The Table Selection window appears when you click the Next button. The Report Type window appears when you click the Back button. The Table Linking button and the Next button are only enabled once you have selected a DSN.



Table Selection window

The Table Selection window is available only when you create or edit an advanced report; it follows the Data Source window.

In the Table Selection window, you can choose the tables that contain data to use in the report. You can select one table or many tables. If more than one table is selected, when you click Next, the Table Linking window appears. If only one table is selected, when you click next, the Field Selection window appears.

The following lists are available in the Table Selection window.

DSNs—Lists the selected DSNs.

Tables Available—The tables listed are determined based on the database user account used to access the database.

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 they can be linked.



Tables Selected—Lists the selected tables. The DSN name is prefixed to the table name so as to identify the data source for that table.

To remove a table, click on it in the list and then click on the left arrow button.

Table Linking window

The Table Linking window is available only when you select one or more tables in the Table Selection window.

User-defined joins can be specified between table fields. For more information about which linkage keys to use for different views, refer to the Historical Reporting and Data Dictionary Guide.

From each Fields list, select at least one field to include in a Link. In the above Table Linking window, an Equal Join links the iAgentByApplicationStat and iAgentPerformanceStat tables through the Timestamp fields.



Opening an existing report

Introduction

If you choose the Open Existing Report option from the Report Type window, the Open Existing Report heading expands to display Report Creation Wizard reports available to open.

To open a report, select the report and click Open. The selected report may also be opened by double clicking on the report.



To open a Report Creation Wizard report1 Click the Open folder icon in the toolbar.

Result: The Open RCW Report window appears. The tree opens at the user’s private folder.

2 Select the report and click Open.

Tip: You can also double-click the selected report to open it.

Sample ReportsThe sample reports shipped with Contact Center Manager Administration can be used as templates to create your own reports. The standard templates can not be modified.



Importing Report Creation Wizard reports

IntroductionBefore 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 import Report Creation Wizard reports into the standard groups or to the user’s private group. When you import a Report Creation Wizard report, the data ranges (Interval, Daily, Weekly, and Monthly) supported in this report are automatically identified during the import procedure.

Note: You can import Report Creation Wizard reports to Contact Center Manager Servers only.

Unlike user-imported reports, Report Creation Wizard reports need not be synchronized. After the reports are imported, you can edit them directly through Report Creation Wizard. When you save the report, all changes made are effective immediately.

The procedure to import advanced 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 Window

The sections, lists, options and buttons available in the Import window are described here.

Report DetailsThe following lists are available in the Report Details section.

Report Title—Enter the name for the report. This is the name that appears in Historical Reporting.

Location—Enter the path for the report. Alternatively, click Browse, to browse to the report location.

Time zone—From the list, select the time zone of the server into which the report is being imported.

Comment—Any additional information about the report is entered in this box.



Report OptionsThe following options and lists are available in the Report Options section.

Report Mode—Determines whether the report is imported to a standard or private folder location.

Report Type—For ODBC reports only, identifies the report as a historical, configuration, or networking report.

Report Group—The Standard report folder that the report is to be imported to. For Private reports the report is imported to the user’s private folder.

Select Server—The servers into which this report is imported.

Data RangeThe Data Range specifies the Interval modes that are supported in the report and the timestamp fields for each of those modes.

Table Alias—For ODBC reports only. From the list, select the table from which the report data is based upon.

Interval—For ODBC reports only. Must be entered manually.

Daily—For ODBC reports only. Must be entered manually.

Weekly—For ODBC reports only. Must be entered manually.

Monthly—For ODBC reports only. Must be entered manually.

Interval Mode—For Report Definition reports only, the intervals for which this report can be generated.

Editing an imported Report Creation Wizard report

You can edit Report Creation Wizard reports imported into Contact Center Manager Administration in the Historical Reporting component. To edit a Report Creation Wizard report, right-click the report and select Edit from the menu. The Report Creation Wizard window appears. All buttons in the navigation bar and the toolbar are enabled.



In Historical Reporting, a different report icon distinguishes between Report Creation Wizard reports and standard reports.

Report Creation Wizard report icon

Standard report icon



Formulas

Introduction

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 is shipped with Report Creation Wizard as read only.

Additional formulas can be created using 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, refer to the Contact Center – Manager Historical Reporting and Data Dictionary guide.

Available formulas

Available formulas are filtered by the following items:

System Type—To allow sharing of 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 CS1000/Meridian 1 switches can differ from those shown for CS2x00/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 are reported in the status bar. Manual validation is also supported during formula creation.

Note: Standard formulas cannot be modified.

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 are displayed under their relevant headings in the Formulas list. Standard formulas are displayed under the Formulas heading. User-created formulas are listed under the User Created Formulas heading. Formulas relating to views are listed 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 do not have a database field in the formula text.

user-created formulas—These are formulas in the Report Creation Wizard database that are not shipped 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 there are a separate group of formulas. 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 is displayed in the Formula Text box.

Fields—Fields from the Field Selection window are listed here. Formulas are not listed 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 representing the number of calls answered.



Note: For more information about Contact Center Manager Server or Contact Center – Multimedia database fields, refer to the Contact Center – Manager Historical Reporting and Data Dictionary guide.

Functions—Functions that you can apply to a particular data type are listed here. 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—Operators used to complete formulas are listed here. 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, refer to 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 it is copied, the formula can be modified by the user.

Save button—Click Save to save a new or modified formula. Clicking Save also validates the 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 contained the following 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

Introduction

The 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 hand 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 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 are added 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 a brief description for each element.

Group headers and footers

The group header and footer sections are automatically added to the report when a grouping is specified. The group header is printed at the beginning of each new group and the group footer is printed 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 is printed 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 is printed 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 and cannot be edited 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 The column headings are automatically added for each element added to the Details section of the report. Column headings can be edited.



The following table lists the elements in the page footer, copied from the template, and 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.



Customizing the Report Creation Wizard template

Introduction

To customize the Report Creation Wizard template, you need Crystal Reports 10.

There is a report template for landscape report layouts and a report template for portrait report layouts. The Report Creation Wizard templates on the Contact Center Manager Administration server are located in the directory <InstallDirectory>\Apps\Reporting\Historical\rpt\RCW\Report Templates, where <InstallDirectory> represents the installation drive letter and directory path. The two report 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 found on the template are copied to the report created. This means changes to the original templates are not automatically applied to existing reports. See “To apply changes to existing reports” on page 300 for details.

Template Objects

All objects on a template are identified by the object name. The object name must be unique and is not case sensitive. As an example, the following 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 already 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.

To view or modify 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 and modify the value in the Object Name field.

4 Click OK.

Adding 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.

Updating 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



To customize 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 tool bar click Insert > Picture to insert a new logo.

4 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 are updated when edited.

9 Click OK

10 Save the report template.

Note: The original templates are part of the Contact Center Manager Administration installation. If the Contact Center Manager Administration software is reinstalled, changes to these templates are lost. A software update may replace the lost files. It is best to make a backup copy of these files which can be copied back to the Contact Center Manager Administration server if required.



To apply changes to existing reports

Changes made to the report templates are not automatically copied to existing reports. 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 7

Emergency Help

In this chapter Overview 302

Starting Emergency Help 303


Emergency Help Standard 1.0

Overview

An agent may 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 phone set 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 opens 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.


November 2005 Emergency Help

Starting Emergency Help

Introduction

When you log on to the Contact Center Manager Administration server, you can open the Emergency Help component from the main launchpad.

To start 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 an 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 phoneset when you have the Emergency Help display minimized on your desktop, the system automatically opens the display.

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.


November 2005 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 8

Troubleshooting

In this chapterOverview 308

Cannot access a report 309

Cannot print scheduled reports 311

Network call-by-call reports are missing data 313

Problems connecting to the data source in Historical Reporting 314

Cannot launch real-time displays 315

Real-time displays are blank 316

No names appear in real-time displays 320

New web pages are replacing real-time displays in the same browser 321

Display problems on the client PC 322

Problems while running two sessions on one client PC 323

Problems with Select All 324

Contents from about:blank web site are blocked by IE Enhanced Security Configuration 326

Cannot launch windows in CCMA, pop-up windows are blocked 327


Troubleshooting Standard 1.0

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.


November 2005 Troubleshooting

Cannot access a report

Situation

You are logged on to a server on the system tree and you are attempting 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 the reason 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 (CS1000/Meridian 1 nodal and networking, CS2x00/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 are logged on to the server to which you were 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

Situation

You have scheduled a report to be printed. After the time to print has elapsed, you find that no report was generated.

Investigation

To identify why the scheduled report was not printed, answer the following questions

Question Yes No

Has the administrator configured 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 who are using Historical Reporting. See the Contact Center Manager Administration Installation and Maintenance Guide for further information.

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 250 entities?


Use the Report Properties window to check the Selection Criteria. Make sure that the number of entities selected is 250 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’s IP address has changed, 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



Network call-by-call reports are missing data

Situation

You have generated a network call-by-call report, but the report does not contain information about a call that was 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 only contains information about calls networked out from Toronto during this period, 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

Situation

You are trying 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 preview 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 CLAN 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.



Cannot launch real-time displays

Situation

When you log on to the client PC and try to launch a real-time display, it does not launch. In Contact Center Manager Administration, for the real-time displays to launch properly, 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 may 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.

Solution1. 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

Situation

When you launch a real-time display, there is 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 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. See the Contact Center Manager Administration Installation and Maintenance Guide for more information.

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 graphic on page 317 shows a display in which both icons are shown, 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 is launched, the icon indicates the transmission mode that is actually being used to launch the display. The following graphic shows a display that is receiving data through a unicast connection, a dedicated connection between the Contact Center Manager Administration server and client PC.

If this display were receiving multicast data, there would be a multicast icon at the top and there would be no direct connection to the Contact Center Manager Administration server. Instead, the client “listens” to a shared multicast data stream.

There are a number of reasons why the real-time displays can appear blank, 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. There is no icon at the top of the window, indicating that the display is not receiving any data. The Transmit Mode = Multicast note implies that the server only supports multicast, but, in this case, the client PC is not receiving multicast data. This may be the result of a network problem, or it may 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 may stop updating, and the characters “*” and “0” appear instead of the variable fields, as shown in the graphic on page 319. In a unicast environment, this indicates that the server has 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

Situation

If the following symptoms appear in your real-time displays, then there may be a problem with the network settings or the configuration of your DNS server, or there may be delays in the network causing timeouts:

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

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).



New web pages are replacing real-time displays in the same browser

Situation

When you are viewing a display on your desktop, if you open a link to another Internet site from Microsoft Outlook, the new web page may replace 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.

To launch 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.



Display problems on the client PC

Situation

If the layout of the web interface in Contact Center Manager Administration is distorted, follow these steps.

Investigation

To check the display settings of your computer

1 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.

To set the font size in Internet Explorer

In Internet Explorer, on the View menu, click Text Size > Medium.

To resize 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

Situation

You are running more than one Contact Center Manager Administration session at once on the same client PC and are experiencing 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)

Situation

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 are viewing 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 that are running Windows Server 2003 and that are 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 that are 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.



To add the “about:blank” URL as a Trusted Site

1 On the client PC (or the Contact Center Manager Administration server if it is used 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

Situation

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 324.



Cannot launch windows in CCMA, pop-up windows are blocked

Situation

When you attempt to launch a window in Contact Center Manager Administration, the window does not open. You may be presented with a message that states “Pop ups were blocked on this page.”

Solution

You have a pop-up blocker on the client PC that is enabled. To access all Contact Center Manager Administration functions, pop-up blockers must be disabled. For directions on how to disable Yahoo pop-up blockers, see “To turn off the Yahoo pop-up blocker” on page 327. For directions on how to disable Google pop-up blockers, see “To turn off the Google pop-up blocker” on page 328. For directions on how to disable the pop-up blocker that comes with Windows XP Service Pack 2, see “To turn off the Windows XP Service Pack 2 pop-up blocker” on page 328.

Note: There are several pop-up blockers available, and the procedure to disable them may differ from the procedures listed here. For information about how to disable pop-up blockers not listed here, contact the pop-up blocker provider.

To turn off the Yahoo pop-up blocker

1 Launch Internet Explorer.

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.

Note: 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.



To turn off the Google pop-up blocker

1 Launch Internet Explorer.

2 On the Google toolbar, usually found along the top of the browser window, click on the Popup blocker icon.

Result: The icon now states “Site popups allowed.”

To turn off the Windows XP Service Pack 2 pop-up blocker

Click on Tools > Pop-up Blocker > Turn Off Pop-up Blocker.


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 that is controlled by the ACCESS link.

ACD callSee Automatic call distribution call.

ACD-DNSee Automatic call distribution directory number.


Glossary Standard 1.0

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 that is 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 that is 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 is responsible for setting up and maintaining Contact Center –Manager and Contact Center – Multimedia.

330 Contact Center – Manager

November 2005 Glossary

agentA user who is responsible for handling 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-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 definition 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.

C call ageThe amount of time a call was waiting 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 priorityA numerical value assigned in a script that defines the relative importance of a call. If two calls are in the queue when an agent becomes available, and one call is queued with a higher priority than the other, the agent receives the higher priority call first. See also skillset priority.

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.

Classic ClientThe Windows-based client component for Symposium Call Center Server.



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. It provides management simplicity and flexible control.

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 enables contact center agents 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 ServerA 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 Server callA call to a CDN that is 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 back-up 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 is responsible for maintaining 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 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

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 that is 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.



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 that is 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.

dongleThe attachment plugged into the parallel port of a server connected to a CS2x00/DMS switch that authenticates the serial number required at the time of server installation.

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 are forwarded to the [email protected] mailbox. To route e-mail differently depending on the alias to which they are addressed, create a recipient mailbox as an alias in Contact Center Multimedia Administrator application and then create routing rules based on the alias.

e-mail message contactAn incoming e-mail message that is handled intelligently using rules to route a contact according to a skillset, send an auto-response, or close the contact.

e-mail ruleRules determine how an e-mail contact is to be 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, 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 that are 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 de-acquires 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 the TCP/IP protocol 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 could 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 (MIBs) 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 can be deactivated but not 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 post-call processing when the agent is not available to handle other calls. 3. Inter-call interval (including union break, if any).

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 NSBR is configured and where communication between servers is managed.

network interface cardAn expansion board that enables a PC to be connected to a local area network (LAN).



network scriptThe script that is 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 can be deactivated but not 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 that is 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 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. It provides management simplicity and flexible control.

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 Administration for configuring outbound campaigns.

Outbound contactAn outgoing voice call that is 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 there are no agents 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 that is 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 that is 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.

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 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 that is 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) that is referenced from a primary script or any other secondary script. There is no pegging of statistics 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 Manager 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 standalone Contact Center supplementary software application that is installed on top of a specific Service Update (SU). It does not contain the contents of previous SUs. The next SU will include SUSs built on top of previous SUs. For example, SUS0301 is installed on top of SU03. SU04 contain SU03 and SUS0301 (and any subsequent SUSs built on top of SU03). See also Service Update and Designer Patch.

Simple Network Management Protocol A 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 the outside world via 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)

site1. A system using Contact Center Manager Server that can be accessed using SMI. 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.

skillset priorityAn attribute of a skillset assignment that determines the order in which calls from different skillsets are presented to an agent. When an agent becomes available, calls might be waiting for several of the skillsets to which the agent belongs. The server presents the call queued for the skillset for which the agent has the highest priority.

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 that is configured on the switch. For example, a CDN is configured on the switch, and then is used as a resource with Contact Center Manager Server. See also acquired resource.

Symposium Event InterfaceAn interface that provides third-party vendors with the information they need to create complementary applications by providing call progress and resource events.



system-defined scriptsThe Master_Script and the Network_Script (if NSBR is enabled). These scripts can be customized or deactivated by a user, but cannot be deleted. These scripts are This script is 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 process 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 that is created by an authorized user on the Contact Center – Manager system. Primary and secondary scripts are user-created scripts.

User Defined scriptA script that is 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 that is configured within a public network to take advantage of the economies of scale and management facilities of large networks.

Voice over IPVoice traffic that is 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.



W WANSee also Wide area network.

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 33

access types, rights, and classes 33Agent Desktop Display 192client component 16Contact Center Management 13Contact Center Manager Server 16Emergency Help 15Historical Reporting 14Real-Time Reporting 14Report Creation Wizard 260skill-based routing 53supervisor role 47URLs as a Trusted Site 325

Access and Partition Managementconfiguring Real-Time Reporting 109creating and administering users 46Historical Reporting 201problems viewing user details in 324viewing 75

access classesreal-time reporting 109

access types, rights, and classes 33accessing a report problems 309ACD calls 166activating reports 256activity codes 58ad hoc agent-to-skillset assignments

creating in assignment mode 79ad hoc agent-to-supervisor assignments

creating in assignment mode 65ad hoc reports

previewing and printing 258adding

agent-to-skillset assignments 83agent-to-supervisor assignments 82multiple users 64, 67

advanced reportscreating in Report Creation Wizard 276


about 192blank displays 316features 23formats 193real-time statistics 194viewing thresholds 197

agent detailsediting 74viewing 74, 102

agent map displaysabout 150adding personal DN 152in Real-Time Reporting 111zoom option in 151

agent types in Contact Center Management 48agents

assigning skillsets 79configuring properties 49copying properties from other agents 76deleting 76pegging states 186priorities of calls 55properties 49searching networked 101showing status on real-time displays 175skill level 55viewing states 107viewing statistics 169viewing status for networked 107viewing unavailable 106with Multimedia capabilities 49

agent-to-skillset assignmentsadding 82creating ad hoc 79examples of 85scheduling 94searching 92viewing 75, 88

agent-to-supervisor assignmentsabout 81ad hoc creating 79


Index Standard 1.0

adding 82changing 88changing multiple agents 88creating ad hoc 65examples 85examples of 85viewing 88

application displaytotals and subtotals 137

application Help 43application statistics 170applications

Internet Explorer 322assigning skillsets 79assignments

agents to supervisors 65configuring scheduled 86excluding users from 89list unassigned agents 90listed available skillsets 91resetting agent-to-supervisor assignments 84running immediately 94saving 93scheduling 89viewing agent partitions 75viewing agent-to-skillset 75, 88viewing inefficiencies 108

audience for guide 12average answer delay (consolidated display) 183

Bbillboards

about 156in Real-Time Reporting 112

blank messages in Internet Explorer 326blank real-time displays 316blocked windows 327browser window problems 321

Ccalculated statistics

in real-time displays 136call presentation 55

call types 165call volume

viewing 107viewing networked 108

callspriorities for routing 55

changingreport properties 250

character-separated value 252chart displays

about 138graphical 142in Real-Time Reporting 111network consolidated 144nodal 144

charts for summary 140choosing an agent using skillsets 55choosing an call using priorities 55Citrix

exporting real-time displays in 161classes

thresholds 59classes for accessing 33Classic Client 16

using filter sets from 207client component

about 16client PC

running multiple sessions on 323user privileges required on 25, 40

collectionsabout 157in Real-Time Reporting 112

columns in private displaysarranging 124

comma-separated value 252components of CCMA 13configuration reports 215configured supervisors 64configuring users

using Microsoft Excel 68using text editor 69

confirming a scheduled report 254connecting to data source problems 314Consolidated Skillset Display 182

columns in 182


November 2005 Index

contact centeridentifying agent problems 216

Contact Center Managementabout 13features 21problems with Select All feature 324viewing scheduled assignments in 98

Contact Center Manager Administrationcomponents 13new features in 16password 75running multiple sessions on client PC 323server time 96starting 40user ID 75what’s new 16

Contact Center Manager Server 16copying

properties of agents 76reports 249shared reports 249

creating 227advanced reports in RCW 276agents using properties 76filter sets 207formulas in Report Creation Wizard 287new report in Report Creation Wizard 263private displays 121simplified reports in RCW 264

customizingReport Creation Wizard templates 295

Ddaily data range boxes 235data

daily 235missing from network reports 313monthly 238weekly 236

data collectionskillset statistics 174

data collection modes 116data fields, types 164data range 220

configuring intervals 233defining 232using pop-up calendars to define 234, 236,

238, 239date formats in reports 207deactivating reports 257default

activity code 58skillset 57

defining output actions 244defining report schedules 240deleting

private real-time displays 120reports 250

deleting agents 76display problems on client machines 322displays

over multiple pages 138private real-time 116public copies of graphical 132public real-time 115real-time formats 111real-time reporting 110

DN calls 168documents in Contact Center 27dynamic filters 131

Eediting agent details 74efficiency

monitoring in contact center 216Emergency Help

about 15starting 303

examplesagent-to-supervisor assignments 85scheduling an agent-to-skillset assignment 94skillset assignments 85

excluding users from assignments 89existing reports opening in RCW 280exporting real-time displays 158


Index Standard 1.0

Ffeatures

Agent Desktop Display 23Contact Center Management 21Historical Reporting 17Real-Time Reporting 18

filesaving report to a 244

filter setsabout 207creating 207

filtersand supervisor reporting/agent combinations

130applying to real-time displays 128dynamic 131

formatsAgent Desktop Display 193real-time displays 111

formatting template for RCW 290formulas

average answer delay consolidated 183creating in Report Creation Wizard 287in real-time displays 124service level percentage 182, 183total calls average answer delay 182used in Report Creation Wizard 286

GGenerate with time zone conversion box 235global properties for skillsets 60global settings 60graphical displays

about 150agent maps 150billboards 156charts 142collections 157

grid displaysin Real-Time Reporting 111

HHelp 43hiding users 89historical data and partitions 205Historical Reporting

about 14access 35Access and Partition Management 201configuration 215date formats 207error messages in 314features 17filter sets 207importing 212information in 214overview 200, 202partitions 38pop-up calendars in 234, 236, 238, 239problems with Select All feature 324public report template folder 203, 204selection criteria 206sharing 204troubleshooting data source connection 314types of 211user-created 211user-defined 211

historical reportspublic templates 211

Iicons

multicast and unicast in real-time displays 316identifying issues in contact center 216identifying skillsets that are underserviced 217importing

historical reports 212parameter reports 214reports in Report Creation Wizard 282

importing reportsin RCW 282

informationconfiguration reports 215historical reports 214


November 2005 Index

Internet Explorer 322interval data range boxes 233interval-to-date mode 116IVR statistics 172

Kknowledge 25

Llaunching

real-time displays 119licensing for Report Creation Wizard 260listing unassigned agents 90LOB codes 58location

public reports 221user-defined reports 221

logging on 42

Mmaking public copies of private graphical

displays 132managing reports

overview 220Master script, pegging of calls handled by 171Microsoft Excel

using to configure users 68monitoring efficiency in contact center 216monthly data range boxes 238moving window mode 116multicast

icons on real-time displays 316Multimedia agents properties 49multipage displays 138multiple client sessions

interference caused by 323multiple users, adding 67

NNACD calls 167names

not appearing in real-time displays 320Network Control Center (NCC) server 114network displays

consolidated real-time 113network sites

choosing for network consolidated reports 230

network summary charts 111, 142network-consolidated chart displays 144network-consolidated displays

definition 113network-consolidated real-time displays

overview 180subtotals and totals in 135thresholds in 126

networked agentssearching 101viewing status 107

networked call volume 108networked skillsets 101

searching 101new features

in Contact Center Manager Administration 16night service mode 54nodal chart displays 144nodal displays

real-time 113subtotals and totals in 134

nodal real-time displays 113thresholds in 125

nodal statistics 173non-ISDN trunks 171non-staffed skillsets

viewing in Real-Time Reporting 119

Oonline Help 43opening reports in Report Creation Wizard 280out of service modes for skillsets 53output options


Index Standard 1.0

defining 244sending the report to a file 244sending the report to a printer 244

Pparameter reports

importing 214working with 247

partitions 38and historical data 205editing agent assignments 75real-time reporting 109

peggingagent states 186thresholds for agent statistics 170thresholds for application statistics 172thresholds for IVR statistics 172thresholds for nodal statistics 173thresholds for skillset statistics 174

pegging thresholdsfor route statistics 173

personal DNadding to agent map displays 152

pop-up calendars, in Historical Reporting 234, 236, 238, 239

pop-ups are blocked 327Power User privileges 25, 40presenting calls 55previewing and printing ad hoc reports 258previous interval 235primary script, pegging of calls handled by 171printing

ad hoc reports 258printing report output 244printing scheduled reports 252

troubleshooting 311priorities

using to choose an agent 55private display properties 122private displays 110private real-time displays 116

arranging columns in 124creating 121

private reports

historical reports 204problems

identifying agent 216problems launching real-time displays

problems 315properties

changing for reports 250multimedia agent 49using to create new agents 76

properties of agents 49public displays 110public real-time displays 115public reports

location of 221template folder 203templates 211

Rraw statistics

in real-time displays 136real-time

consolidated network displays 113real-time displays

agent status 175applying filters to 128assigning supervisor/reporting agent

combinations to 130blank 316calculated statistics in 136deleting 120exporting 158, 159exporting in Citrix environment 161formats of 111formulas in 124launching 119multicast and unicast icons on 316names not appearing 320network consolidated 113nodal 113overview of 110private 116problems launching 315public 115raw statistics in 136


November 2005 Index

replaced by web pages 321subtotals and totals in 134thresholds in 125types 113using 106

Real-Time Reporting 109about 14access 36agent maps in 111billboard collections in 112billboards in 112chart displays in 111collections in 112features 18grid displays in 111network-consolidated real-time displays in

113nodal displays in 113partitions 38private displays 116public displays 115types of displays 110

real-time reportingpartitions 109

real-time statisticsoverview 164types of 169viewing in Agent Desktop Display 194

related documents 27removing agents from call center 76removing users temporarily 89report

defining schedules 240Report Creation Wizard

creating advanced reports 276creating formulas 287creating new reports 263creating simplified reports 264customizing templates 295formatting template 290formulas 286importing reports 282licensing 260opening existing reports 280overview 260simplified reports 262

standard reports 261reports 14

activating 256changing properties of 250confirming scheduled 254considering 222copying 249date formats 207deactivating 257deleting 250importing historical 212managing 220missing data 313parameter 247printing scheduled 252types of 211using characters to separate values 252working with 200

required knowledge 25requirements

installing SOAP 40reset assignments 97resetting assignments 84reviewing contact center data 108rights for access 33route statistics 173routing 53running an assignment immediately 94running Contact Center Manager Administration

40

Ssaving assignments 93schedule assignments

configuring 86scheduled assignments

deleting 99viewing 98viewing in Contact Center Management 98

scheduled reportconfirming 254

scheduled report printingtroubleshooting 311

scheduled reports, printing 252


Index Standard 1.0

schedulesactivating 256deactivating 257

scheduling an agent-to-skillset assignmentexample of 94

scheduling assignmentsrunning now 94

scheduling the assignment 89scripts 170searching 101

agents across networks 101agents logged on 66agent-to-skillset assignments 92unassigned agents 90

secondary script, pegging of calls handled by 171

Select Allproblems with in Historical Reporting and

Contact Center Management 324selection 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 249sharing reports 204simplified reports

creating in RCW 264Report Creation Wizard 262

site summary charts 111, 141skill-based routing 53skills you need 25skillset

assignment examples 85assignments listing 91definition 52

skillset assignmentssearching 92to agents 83

skillset priority numbers 96skillset statistics 174

data collection option 170, 172, 173, 174skillsets 52

assigning to agents 79editing agent-to-skillset assignments 75global properties 60identifying underserviced 217out of service mode 53searching networked 101using to choose an agent 55viewing 103

SOAP 40standard real-time displays 115standard reports 261starting Contact Center Manager Administration

40starting emergency help 303states of agents

viewing 107statistics

application 170IVR 172nodal 173route 173skillset 174thresholds for 59viewing agent 169viewing Agent Desktop Display 194

subtotalsapplication displays 137

subtotals and totals 134subtotals and totals in real-time display grids 134summary charts 140

exporting 160network 142

supervisor assignmentsadding 82viewing 88

supervisor assignments of agents 79supervisor reporting/agent combinations

and filters 130supervisor role 47supervisor/Agents types 48supervisor/reporting agent combinations

assigning to real-time displays 130supervisors

assigning agents 65tasks 12

supervisors and agents 47


November 2005 Index

Symposium Call Center Server 16Symposium Call Center Server calls 165Symposium Web Client 16

Ttasks for supervisors 12templates

customizing in Report Creation Wizard 295using public historical report 211

temporarily hiding users 89text editor

configuring users 69threshold classes 59thresholds

Agent Desktop Display 197in network-consolidated real-time displays

126in nodal real-time displays 125in real-time display grids 125pegging for agent statistics 170

thresholds, pegging 172thresholds, pegging for IVR 172thresholds, pegging for nodal statistics 173thresholds, pegging for route statistics 173thresholds, pegging for skillset statistics 174time 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 58transition mode 53troubleshooting 322

accessing report 309blocked windows 327browser window issues 321connecting to data source 314Historical Reporting 314launching real-time displays 315printing reports 311real-time names 320reports missing data 313select all 324

two sessions 323troubleshooting blank messages in IE 326trunks, non-ISDN and application statistics 171types

of calls 165of data fields 164

types of access 33types of displays

real-time reporting 110types of reports 211

Uunassigned agents

listing 90unavailable agents

viewing 106underserviced skillsets

identifying 217unicast

icons on real-time displays 316upgrading filter sets from Classic Client 207user types

agent 48supervisor/agent 48

user-created reports 211deleting 250

user-defined real-time displays 116user-defined reports 211, 227

and server 221creating 227deleting 250location of 221

usersadding multiple 64, 67

Vviewing

agent details 74, 102agent states 107agent to skillset inefficiencies 108agent-to-skillset assignments 88agent-to-supervisor assignments 88call volume data 107


Index Standard 1.0

configured supervisors 64networked agent status 107networked call volume 108non-staffed skillsets 119problems with views 324schedule assignments 98skillsets 103statistics in Agent Desktop Display 194thresholds in Agent Desktop Display 197unavailable agents 106

views access 46

WWeb Client 16weekly data range boxes 236windows are blocked 327working with reports 200worksheets

configuring users 68

Zzoom option

in agent maps 151


Reader Response FormNortel Contact Center – Manager Product release 6.0Supervisor’s Guide

Tell us about yourself:

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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, Galway, Ireland.

Reader Response Form

Reader Response Form


Nortel NetworksMervue Business ParkGalway, Ireland

Copyright © 2005 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, Contact Center Manager Server, 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 1.0Date: November 2005

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