Avaya Call Center Reporting 3.0 User Manual

Nortel Networks Call Center Reporting 3.0 Set Up and Operation Guide www.nortelnetworks.com © 2001 Nortel Networks P0995910 Issue 01 (05)

Installing Nortel Networks Call Center Reporting Introduction This chapter describes installation prerequisites, how to install the Nortel Networks Ca

Installing Nortel Networks Call Center Reporting 12Installing Nortel Networks Call Center Reporting Master Client software Nortel Networks Call Center

Installing Nortel Networks Call Center Reporting 13Checking whether The Windows Networking Component Is Installed To check that the Windows Network co

Installing Nortel Networks Call Center Reporting 144. Click on the Install Clients link. 5. The Install Clients page will appear in the browser.

Installing Nortel Networks Call Center Reporting 152. Insert the CallPilot 2.0 Documentation and Client Software CD into the CD drive of the PC. 3.

Installing Nortel Networks Call Center Reporting 163. Click the option for File Sharing: “I want to be able to give others access to my files.” 4.

Installing Nortel Networks Call Center Reporting 17Sharing the Call Center Reporting Folder 7. Click Shared As. Make sure that the name displayed is

Installing Nortel Networks Call Center Reporting 18The Nortel Networks Call Center Reporting Multiple Client software can be loaded onto additional PC

Installing Nortel Networks Call Center Reporting 199. Several progress bars appear as the installation routine prepares itself. Presently the Nortel

Table of Contents 2Table of contents How to use this guide ...5 Introduction...

Installing Nortel Networks Call Center Reporting 20!Make sure you have clicked on the Call Center Reporting Client folder and NOT the Call Center Repo

Installing Nortel Networks Call Center Reporting 21The scenarios below assume you have accepted the default installation names and locations for Nort

Installing Nortel Networks Call Center Reporting 221. Using Windows Explorer, browse to the Call Center Reporting folder on the Nortel Networks Call

Installing Nortel Networks Call Center Reporting 23Troubleshooting Nortel Networks Call Center Reporting If the Master Client (including the RDB Serve

Installing Nortel Networks Call Center Reporting 24Networks Call Center Reporting, and re-start Nortel Networks Call Center Reporting once the Call Ce

Installing Nortel Networks Call Center Reporting 25In Windows 2000 the environment variables can be accessed as follows 1. Click Start 2. Point to

Installing Nortel Networks Call Center Reporting 26Not Ready Grey Available Blue Alarm Red Waiting Light BlueOn a very few PCs the default colors d

Using Nortel Networks Call Center Reporting Starting Nortel Networks Call Center Reporting 1. To start the Nortel Networks Call Center Reporting Mas

Using Nortel Networks Call Center Reporting 282. Click the Log In icon on the toolbar. 3. You must now enter a User ID number and Password. The ID

Using Nortel Networks Call Center Reporting 291. Select Level and then click Log-Out.To Log Out and close the user interface: 1. Select Level and c

Table of Contents 3Configuring Nortel Networks Call Center Reporting...33 Introduction...

Using Nortel Networks Call Center Reporting 30By looking at the title bar of the Main Window you will always be able to tell to which level you have L

Using Nortel Networks Call Center Reporting 31Configuration Report – display or print the Configuration settings for your entire System (900) or a sin

Configuring Nortel Networks Call Center Reporting Introduction Nortel Networks Call Center Reporting gathers data on events that occur within your Cal

Wallboards 34Configure window tabs Company Use this tab to enter details of your company. Your Company Name will be included in any printed reports. S

Wallboards 35Setting the Password for Logging In to a Skillset in Call Center Reporting (Supervisor Password) 1. Click the Skillsets tab. 2. Click

Wallboards 36Note: Target Lines which are programmed into the Call Center do not need to be transferred to Nortel Networks Call Center Reporting. If

Wallboards 37and recording these activities into the statistical database, and doing so using the newly transferred information. 5. When the upload

Wallboards 38Security Allows the System Manager Log In password to be changed from the default value of 900. Also allows the IP Address of the author

Wallboards 39Wallboards Introduction !Note that you must be logged in with configuration rights in order to be able to configure the wallboards. With

Table of Contents 4Viewing Reports ... 62 Report Types

Wallboards 40Note: The window displays each of the possible 16 Wallboards with their current settings. If a particular Wallboard is not assigned, it w

Wallboards 41Note that the Nortel Networks Call Center Reporting expects the IP Address of the ipView WallBoard to remain constant. If it is altered,

Wallboards 42Wallboard Parameters To select which parameters to display on a Wallboard, click the Parameter tab. The Wallboard Parameter windowThe a

Wallboards 43Once a Wallboard has been allocated to either a Skillset or the System, and is configured with the required Parameters, the Wallboard wil

Wallboards 44Note: It is advisable to put spaces at the end of the Message so that the last word is separated from the first word when the Message rep

Wallboards 45values for the duration of their scrolling. If this is happening on your site and you do not wish it happen then you can configure stati

Wallboards 46Deleting a Wallboard Alarm 1. From the Alarm tab, click and highlight the Alarm to be deleted. 2. Click Remove. 3. Click Yes when pro

Wallboards 473. Click Yes when prompted.

Statistical Settings Introduction The presentation of information in the Real Time screens, and the analysis of data collected by Nortel Networks Call

How to use this guide Introduction This guide is designed to assist a System Manager in the installation, set up and operation of Nortel Networks Call

Statistical settings 50Real Time tab Agent Status Alarm The times input into the first three boxes are used to alert a System manager when an agent ha

Real Time Information Introduction Nortel Networks Call Center Reporting provides comprehensive Real Time management information that is constantly up

Real Time information 52System Graphical Real Time - Lines - provides a view of the status of all of the lines in each of 10 Skillsets. The longest w

Real Time information 53System level – Graphical Real Time ScreenThe information displayed in the graphical windows includes: System Graphical Real T

Real Time information 54System Numerical Real Time - Lines Skillset name Total number of available lines Number of calls waiting Number of calls waiti

Real Time information 55Skillset level - Real Time ScreenThe information displayed in the Skillset Real Time - Chart window includes: Skillset Real

Real Time information 56The information displayed in the Skillset Real Time - Agents window includes: Skillset Real Time - Agents Names of all agent

Real Time information 57The Agent is tracked correctly on the Real Time screens and in the reports, but they are identified as ‘Agntxxx’ as described

Management Reports Introduction Nortel Networks Call Center Reporting automatically collects and collates statistical data from the Call Center. From

Management Reports 59occupied on one call, and each Agent has a call allocated to them (of shorter duration than the duration allocated to the Line).

How to use this Guide 6Statistical Settings — explains how to tailor the analysis of the management information to suit your requirements. Real Time

Management Reports 60wish to view reports for today, you will find it more convenient to use the Current Reports options. Information from the Daily

Management Reports 61• To view reports for a whole day, click the day required and then click the Daily button. • To view reports for a whole week, c

Management Reports 62Window Selecting Window provides a drop down menu with options to change the appearance of the windows or to close active window

Management Reports 63By default all reports open in numerical format. Some reports are also available in a graphical format, and this can be selected

Management Reports 64Answered Call Report – Numerical View (System level)

Management Reports 65Abandoned Call Report The Abandoned Call Report shows the total number of calls that had abandoned, and the percentage of calls t

Management Reports 66Incoming Call Report – Numerical View (System level)The line information includes: Title Description TOTAL IN Total number of in

Management Reports 67The agent information includes: Title Description TOTAL CALLS – ANS Total number of incoming calls answered by agents. TOTAL CA

Management Reports 68Agent Activity Report – Numerical View (Skillset level)The agent information includes: Title Description LOG IN TIME Time spent

Management Reports 69The line information includes: Title Description WAITING TIME -CALLS Number of incoming calls answered. WAITING TIME – AVERAGE

System Overview Introduction Nortel Networks Call Center Reporting is a Windows® application that provides Real Time statistics and comprehensive mana

Management Reports 70totaling 2:15. The Entire System shows that on two occasions, which total 35 seconds, all of the Lines in Sales and Support were

Management Reports 71Call Profile Report The Call Profile Report tracks the key performance statistics of your call center over a period of time. Peak

Management Reports 72Agent Profile Report The Agent Profile Report is only available from the System level. It provides detailed information on the ac

Management Reports 73Summary Report The objective of the Summary report is to provide a complete summary of the Call Center activity and performance d

Management Reports 74Summary Report – Numerical ViewPrinting reports Reports may be printed on demand from the Report Manager window. Printouts can

Management Reports 75The Print Option window3. Click the Report Type(s) to be printed. 4. Click the Format required. 5. Click Print.Note: If a G

Management Reports 76The Abandoned Caller ID ReportThe information displayed includes: Title Description DATE Date the call arrived. TIME Time the

Management Reports 77Printouts can also be scheduled to print automatically at time intervals from every 30 minutes to once every 24 hours. Refer to t

Management Reports 78The Configuration ReportTo print the Configuration Report: 1. Click Level from the System Manager Main window. 2. Click Print

Management Reports 79Scheduled printing is set up from the System Manager Main window. To schedule a print run: 1. Click Management-Info on the m

System Overview 8Center platform and stores it on the hard disk of the Master Client PC. It is this stored information which provides the data for th

Management Reports 807. Click the Abandoned Caller ID tab and select a time Interval for printing the Abandoned Caller ID report. Note that the Aban

How to Select and Import Nortel Networks Call Center Reporting Statistical Data into Microsoft Excel Introduction The statistical information gathered

Upgrading from version 2.5 GA to 3.0 82For example: M0301.mdb The monthly statistical database file for the 3rd month of 2001. D0301.mdb The daily

Management Reports 83The selected Call Center Reporting data should now be visible in your spreadsheet. Note: Although Microsoft Query is included

Upgrading from version 2.5 GA to 3.0 Introduction These instructions outline the procedure required to successfully upgrade from version 2.5 GA of Nor

Upgrading from version 2.5 GA to 3.0 861.0 Close Down Nortel Networks Call Center Reporting version 2.5 GA 1. Click on the Exit option in the File m

Glossary of Terms Abandon Time Bins A series of six time steps used in the statistical analysis of Abandoned Calls. Nortel Networks Call Center Re

Glossary of Terms 88Networks Call Center Reporting is connected and receives the Real Time data from. The supported Call Center platforms are: the

Glossary of Terms 89The Not Ready State is shown as Grey in the Real Time Screens. If an Agent has been Not Ready in excess of the Not Ready Duration

System Overview 9IBM™ Compatible PC Microprocessor speed - 120MHz (dedicated PC), 166MHz (shared PC) RAM - 16Mb (dedicated PC), 32Mb (shared PC) Hard

Glossary of Terms 90The Waiting State is shown as Blue in the Real Time Screens, or as Red if the queued call has been waiting in excess of the Call W

Index 91Index AAbandon Time Bins, 65 Abandoned Call Report, 65 Abandoned Caller ID Report, 75 Abandoned calls, 37, 41, 42, 54, 73, 75, 87 Accessing Cu

Index 92How this guide is organized, 5 How to use this guide, 5 IIcon, 28, 29, 30, 62 Incoming Call Report, 65 Installation, 5, 25 Installation prereq

Index 93Starting, 22, 27 Stat Time Bin, 37, 87 Statistical averages, 50 Statistical peaks, 50 Statistical set up, 49 Statistics, 7, 8, 12, 29, 37, 49,