Page 1 Reporting for Call Center Setup and Operations Guide RCC Setup and Operations Guide Reporting for Call Center Release 2.2.1xx Document Number: 200-0100-110 Document Status: Standard Document Version: 2.15 Part Code: N0078131 October 2005...
Page 2 The information in this document is proprietary to Nortel Networks. Trademarks *Nortel, Nortel Networks, Nortel (Logo), Nortel Networks (Logo), the Globemark, and This is the way, This is Nortel (Design mark), This is Nortel Networks (Design mark) are trademarks of Nortel Networks.
Page 3: Table Of Contents
Installing Nortel Networks Reporting for Call Center software............13 TCP/IP Protocol ........................14 Checking Installation of the Windows Networking Component ..........14 Installing Nortel Networks Reporting for Call Center for a Business Communications Manager Installation ............................15 Installing Nortel Networks Reporting for Call Center for a CallPilot Installation ......15 Settings Required for Windows XP Service Pack 2 ..............23...
Page 4 Using the Wallboard Options ....................113 Wallboard Assignment Page ................... 113 Add Wallboard Page ....................... 115 Wallboard Parameters..................... 116 Wallboard Messages Page....................120 Alarms ..........................123 Schedules ........................130 Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 5 Incoming Call Report ......................204 Incoming Call Report Table....................207 Incoming Call Report Graph.....................208 Unanswered Help Request Report ..................210 Agent Average Report by Agent.....................213 Agent Activity Report by Skillset.....................216 System Configuration Report ....................220 Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 6 Can the old Master PC be used as the Web Host PC? ............258 Why is there No ‘Multiple Client’ software to install? .............. 258 Do I have to remove the old Nortel Networks Call Center Reporting 2.5, 3.0 or 3.5 software? 258 Can the new software co-reside with the old software?............258 Backing up the MySQL Database ................
Page 7 SoftBoard and Wallboard Summaries ................266 Crystal Reports ActiveX Report Viewer ..................266 Real Time Screens on Client PCs ....................266 Skillset Names not appearing in Reporting for Call Center (Call Pilot Platform only) ....267 Glossary ........................268 References ......................272 Index ........................273...
Page 8: List Of Figures
List of Figures Figure 1 Internet Properties Window ............................9 Figure 2 Delete Files Dialog ..............................10 Figure 3: Nortel Networks Call Center Reporting Server Config window................12 Figure 4: InstallShield Initialization Dialog ...........................16 Figure 5: Language Selection Dialog .............................16 Figure 6: InstallShield Windows Installer Configuration Dialog...................17 Figure 7: InstallShield Wizard Start Dialog ...........................18...
Page 9 Figure 105 Assigned Schedules Page with Schedule Added....................133 Figure 106 Edit Schedule Page............................134 Figure 107 Instant Messages Page............................135 Figure 108 Composing an Instant Message ......................... 136 Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 10 Figure 161 Agent Average Report by Agent........................215 Figure 162 Agent Activity Report by Skillset, Skillset Selection Page................217 Figure 163 Agent Activity Report by Skillset ........................218 Figure 164 System Configuration Submit Page ........................220 Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 11 Figure 192 Norton Anti-Virus Options Screen........................263 Figure 193 Norton Anti-Virus Options Dialog........................264 Figure 194 Page Cannot Be Displayed Error Message......................265 List of Tables Table 1: Available Report Export Formats.......................... 143 Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 12: Change History
Note adding regarding reboot of the Web Host following the addition of a new Network Interface Card. Issue 02 (7) – December 2004 Backup Section Added. Screenshots updated. Configuration Report section added. Issue 02 (9) – December 2004 Minor formatting changes. Minor grammar changes. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 13 Updated the Reports Introduction section as well as the entire Reports Explained chapter. Issue 02 (15) – October 2005 Correction made to the Release number and updated the Document Number and Document Version. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 15: How To Use This Guide
How to Use this Guide Introduction This document is designed to allow an Administrator or User to set up and operate Nortel Networks Reporting for Call Center. Use this document as an ongoing reference. This chapter tells you what to expect as you read this document and how information in this document is presented.
Page 16 How to Use this Guide References This chapter lists documents referenced in the body of this guide. Index Provides a cross-reference of topics in this document. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 17: Introduction
The Web Pages are hosted on a designated PC which is referred to as the Web Host PC, on which the Nortel Networks Reporting for Call Center software is installed. The Web Host PC communicates directly with the Call Center to retrieve Real Time updates (for the Real Time screens and wallboards) and Historical information (for the reports).
Page 18: Language Support
The two types of user of Nortel Networks Reporting for Call Center users are Administrators and Users. In addition to having access to all of the features of Nortel Networks Reporting for Call Center, Administrators can specify and change fundamental configuration settings within Nortel Networks Reporting for Call Center.
Page 19: Sql Historical Database
System Software The software that sends data to Nortel Networks Reporting for Call Center is integral to the Nortel Networks Call Center. Nortel Networks Reporting for Call Center software on the Web Host PC communicates directly with the Call Center to request Call Center Historical Report statistical data and Real Time data.
Page 20: Minimum Printer Specification
Minimum Printer Specification Paper Size Letter, 8 ½ x 11 inches A4, 210 x 297 mm Operating System Compatibility Nortel Networks Reporting for Call Center is verified for correct operation on the following operating systems: Operating System Version Windows NT 4.00.1381...
Page 22: Installation
Networks Reporting for Call Center user interface, which is configured as a web site. Other network users can use Internet Explorer to browse to the Nortel Networks Reporting for Call Center web site on the Web Host PC to access the software features and obtain Real Time displays and Reports.
Page 23: Deleting Temporary Internet Files
To prevent Internet Explorer from caching old versions of the Nortel Networks Reporting for Call Center web pages, you should delete the temporary internet files that are on your computer. Click on Start, then right click on the Internet Explorer icon, and select Internet Properties.
Page 24: Call Center Reporting Server
Call Center Reporting Server If your Call Center Platform is a CallPilot, you will also need to install the Call Center Reporting Server onto a PC. Typically this will be the PC you will use as the Master Web Host.
Page 25 If you do not have Microsoft .NET Framework installed, follow the information on the next six screens to install it. A message appears that says that the Call Center Reporter Server configuration tool will now launch. 10. Click the OK button.
Page 26: Installation Prerequisites
Change this address to the IP address or Fully Qualified Domain Name of your CallPilot. b) If you have a Call Center reporting application installed on the same PC as the Call Center Reporting Application Server software, you must change the HTTP Listen Port value from its default (8088), by entering the number of the port you want to use.
Page 27: Installing Nortel Networks Reporting For Call Center Software
Installation 13 • Ensure that the Call Center platform is connected to, and is operational on, the network to which the Nortel Networks Reporting for Call Center Web Host PC is connected. • Ensure that the full suite of Microsoft Internet Information Services is installed and operational on the Web Host PC, and that the Default Web Site is enabled.
Page 28: Tcp/Ip Protocol
Note: If your company has a network administrator, check with your administrator before changing any network configuration parameters. 4. Start the Windows system on the PC that will have the Nortel Networks Reporting for Call Center application installed. 5. On the Windows taskbar, click Start, point to Settings and then click Control Panel. The Control Panel window appears.
Page 29: Installing Nortel Networks Reporting For Call Center For A Business Communications Manager Installation
4. The Install Wizard shown in Figure 4: InstallShield Initialization Dialog appears. The wizard extracts the installation files required to install the Nortel Networks Reporting for Call Center files on the Web Host PC. Once the files are extracted click the Next button. Issue 02 (15)
Page 30: Figure 4: Installshield Initialization Dialog
Nortel Networks Reporting for Call Center. Figure 5: Language Selection Dialog Note that the User of Nortel Networks Reporting for Call Center is assigned a language. You can have different languages in use by various Users at the same time.
Page 31: Figure 6: Installshield Windows Installer Configuration Dialog
6. The InstallShield Windows Installer Configuration dialog box shown in Figure 6: InstallShield Windows Installer Configuration Dialog appears. This dialog prepares the Wizard to install the Nortel Networks Reporting for Call Center files on the Web Host Figure 6: InstallShield Windows Installer Configuration Dialog When prompted, click OK.
Page 32: Figure 7: Installshield Wizard Start Dialog
Figure 7: InstallShield Wizard Start Dialog 7. To proceed, click Next. The License Agreement dialog box shown in Figure 8: License Agreement Dialog appears. To cancel the installation procedure, click Cancel. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 33: Figure 8: License Agreement Dialog Box
Yes. The Choose Destination Location dialog box shown in Figure 9: Choose Destination Location appears. To cancel the installation, click No. To return to the Welcome dialog box, click Back Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 34: Figure 9: Choose Destination Location Dialog Box
Figure 9: Choose Destination Location Dialog Box 9. Nortel Networks recommends that you accept the location specified in the dialog box. If you do not wish to install Nortel Networks Reporting for Call Center on the default drive (C:), click Browse to choose a new destination.
Page 35: Figure 10: Setup Status Dialog Box
Note: The MySQL database is not installed in the same folders as Nortel Networks Reporting for Call Center; it is installed in \mysql on the target hard drive. 11. The message shown in Figure 12: Java Installation Dialog appears. Wait for the installation to complete.
Page 36: Figure 12: Java Installation Dialog
Figure 12: Java Installation Dialog Note: The Java Runtime is not installed into the same folders as Nortel Networks Reporting for Call Center; it is installed into \Program Files\Java on the target hard drive. 12. When installation is complete, the Installation Complete dialog box shown in Figure 13: Installation Complete Dialog appears.
Page 37: Settings Required For Windows Xp Service Pack 2
Pack 2 installed on it in order to allow Client PCs to connect and operate correctly. 1. Go to Start, Control Panel, Security Center. Figure 14: Windows Security Center Window 2. Click on Windows Firewall. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 38: Figure 15: Windows Firewall Window
Installation Figure 15: Windows Firewall Window 3. Select the Advanced Tab and highlight the Local Area Connection entry, then click the Settings button. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 39: Figure 16: Advanced Settings Window
Installation 25 Figure 16: Advanced Settings Window 4. Check the Web Server (HTTP) check box and click the OK button. 5. Click the Exceptions tab and click the Add button. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 40: Settings Required For Windows 2003 Server, Iis 6
8. Click Ok to close the Windows Firewall Window, then close the Security Center Window. Settings Required for Windows 2003 Server, IIS 6 The changes required in order for Reporting for Call Center to operate on Internet Information Services 6 are detailed below.
Page 41: Change 2: Allow Iis 6 To See The Path To The Rcc Folder
2. Double click on Web Sites 3. Double Click Default Web Site Figure 19: IIS Manager with the RCC Folder highlighted 4. Right click on RCC and select Properties Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 42: Figure 20: Rcc Properties Page
Installation Figure 20: RCC Properties Page 5. Click on the Configuration button Figure 21: Application Configuration Window 6. Click on the Options tab Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 43: Change 3: Allow Rcc To Access Its .Dat Data Files
Change 3: Allow RCC to access its .dat data files 1. Open IIS Manager 2. Right click the Local Computer entry in the tree Figure 23: IIS Manager with the Local Computer entry highlighted 3. Select Properties Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 44: Figure 24: Local Computer Properties Page Showing The Mime Types Button
Figure 24: Local Computer properties page showing the Mime Types button 4. Click on the Mime types button Figure 25: Mime Types Window 5. Click on the New button and complete the MIME Type dialog as shown below. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 45: Change 4: Create A New Application Pool And Add Rcc To It
1. Open the IIS Manager 2. Right click on Application Pools and select New -> Application Pool 3. Enter Nortel into the Application ID field and select the Use existing application pool as template radio button 4. In the drop down box select DefaultAppPool Figure 27: Configuring Application Pool 5.
Page 46: Figure 28: Application Pool Identity
9. Click OK and then click Yes on the confirmation dialogue box that appears. 10. Right click on the RCC item under Web Sites and select Properties. Figure 29: RCC Website Properties Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 47: Upgrading Reporting For Call Center
Allow IIS 6 to see the Path to the RCC Folder Following an upgrade from one release of Reporting for Call Center to another, you must repeat Step 2: Allow IIS 6 to see the Path to the RCC Folder as described in Chapter 3.
Page 48: Administration
Administration Administration Logging In Using Internet Explorer, browse to the URL of your Nortel Networks Reporting for Call Center Web pages Log In page. The URL will be http://NameOfWebHostPC/RCC Where NameOfWebHostPC should be replaced with the network name or IP Address of the Web Host PC.
Page 49: Figure 31 Log In Page
Enter the username admin and the password 0000 and click on the Login button. You will be presented with the Change Password page, shown below. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 50: Changing Default Password
If you have successfully entered the new password correctly in both fields you will be presented with the Administration Menu page, shown below. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 51: Administration Menu
These will be described in turn below. Call Center Connection The Call Center Connections option allows you to specify the network identifier (IP Address or Network Name) of the Call Center platform. When you select the Call Center Connection option you are presented with the Call Center Connection page, shown below.
Page 52: Figure 34 Call Center Connection Page
Administration Figure 34 Call Center Connection Page Enter the IP Address or the Network Name of the Call Center platform. If you do not know what to enter here, consult the Local Area Network Administrator for your site. If you are entering the connection details for the PC on which the CallPilot 3.0 Application Server is running, you must also specify the Port number for which the Application Server has been configured.
Page 53: Figure 35 Connection Security Setting Changed Reboot Message
PC before these changes will take effect. The Make data requests every dropdown allows you to specify how frequently the Web Host PC communicates with the Call Center in order to obtain reporting data. It is usual to set this to 15 minutes.
Page 54: Figure 36 Starting Data Download Notification Message
3 seconds but your data will still be calculated to the second. When you click on the Submit button on the Call Center Connection page (see Page 22 of the Reporting for Call Center SUOG) you will see a popup message informing you that the data download might take some time, and to please await further notification.
Page 55: System Administration
Host PC database, which will include the Calls Extracted from Received Data figure. Note: The time taken to download the historical data from the Call Center and to store it in the Web Host PC database will depend on the amount of time the Call Center has been recording historical data prior to being connected to the Web Host PC, and the amount of call traffic that your Call Center handles.
Page 56: System Admin Settings
Administration Figure 38 System Administration Menu Page The System Administration Menu allows you to: • Change the username and the password for the default Nortel Networks Reporting for Call Center Administrator • To create Users • To allocate Skillsets to those Users...
Page 57: User Admin
This option allows you to Add, Delete, Edit the settings or Reset the password for a User. Note: A User is not an Agent! A user is someone that you wish to have access to the Nortel Networks Reporting for Call Center system, in order to monitor Skillsets through the Real Time screens and to be able to obtain Historical Reports on those Skillsets.
Page 58: Figure 40 User Admin Page
Administration You do not have to enter all of your Call Center Agents into Nortel Networks Reporting for Call Center (although you can, if you so wish). Typically, you would enter Skillset Supervisors and other Management personnel who need to know about the performance of the Call Center.
Page 59: Administration And User Permissions
This page allows you to enter the details of the new User. You provide the first name and the surname of the User, and the username they will use to log in to Nortel Networks Reporting for Call Center with. You can specify the language preference of the User, which will dictate the language used to display the Nortel Networks Reporting for Call Center Web Pages to them.
Page 60 This is the default Administrator account which is created when Nortel Networks Reporting for Call Center was installed. This User has full access to the system and to all configuration options. They can create and edit and delete Users, and can assign Skillsets to them. They can also reset User passwords, including the System Administrator’s password.
Page 61: Figure 42 Details For New User Mary Smith
These allow you to Edit the details of the user, to Delete the User from the system entirely or to Reset their password to 0000, should they have forgotten their password. Edit This button will present you with the Edit user page, shown below. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 62: Figure 43 Edit User Page
0000 when they next login, and they will be forced to select a new password. Use this option when a User has changed their password to something and then forgotten what it was. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 63: Skillset Assignment
A User can have multiple Skillsets assigned to them, and a Skillset can be assigned to multiple Users. Selecting the Skillset Assignment option presents you with the Skillset Assignment page, shown below. Figure 44 Skillset Assignment Page Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 64: Figure 45 Assigned Skillsets Page
Note 2: The Skillset names are obtained automatically from the Call Center. Your copy of Nortel Networks Reporting for Call Center will have to have been connected to the Call Center for a few moments in order for the Skillset names to appear here.
Page 65: Figure 46 Skillsets Assigned To User Mary Smith
Likewise, holding down the Control key and clicking different Skillset names will allow you to highlight and select a selection of Skillsets in the Assigned Skillsets list. Clicking once on the < button will then un-assign those selected Skillsets in one step. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 66: Reporting
This is the page all regular Users (that is, non-Administrative Users) are presented with when they login. This option allows an Administrator to use the Nortel Networks Reporting for Call Center as though they were a User, to view Real Time screens and to access the Historical Reports.
Page 67: System Status
Selecting the System Status option presents you with the System Status page, shown below. Figure 48 System Status Page The System Status page shows a variety of information relating to the current status of Nortel Networks Reporting for Call Center.
Page 68: Figure 49 Logging Menu Page
The Logging Menu window allows you to start or stop one of the diagnostic logs. This log captures the XML data sent from the Call Center to Nortel Networks Reporting for Call Center. You would only normally stop this log under the instruction of Support Personnel.
Page 69: Figure 50 Logging Menu Page, With The Logging Stopped
Figure 50 Logging Menu Page, with the Logging Stopped When the logging is stopped, the button is re-labeled with Activate Logging. Clicking the button in this state will start the logging. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 70: Company Details
This page allows you to enter the details of your company or site. Completing this page is not a requirement for the correct operation of Nortel Networks Reporting for Call Center, it is purely a means of recording where the software is installed. Reporting The Reporting option presents you with the Main Menu page, shown below.
Page 71: Figure 52 Main Menu Page
This allows you to use the application exactly as if you had logged in as a User. (This is the first page a non-Administrative User will see when they log in). Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 72: Using Reporting For Call Center
Using Reporting for Call Center Using Reporting for Call Center Logging In Using Internet Explorer, browse to the URL of your Nortel Networks Reporting for Call Center Web pages Log In page. The URL will be http://NameOfWebHostPC/RCC Where NameOfWebHostPC should be replaced with the network name or IP Address of the Web Host PC.
Page 73: Figure 54 Change Password Page
Using Reporting For Call Center 59 You must provide a valid username and a password in order to gain access to the features of Nortel Networks Reporting for Call Center. Before you attempt to login, ensure that an Administrator has created a username for you.
Page 74: Figure 55 User Main Menu Page
‘Administrator’ is not displayed on the right hand end of the blue bar at the top of each page. Also note that Nortel Networks Reporting for Call Center recognizes who has just logged in, and it greets them accordingly. In our example shown above User ‘Mary Smith’ has logged in, and the page displays the message ‘Welcome Mary’.
Page 75: Time Bins Setup
The Answered Time Bins are a series of six time steps used in the statistical analysis of Answered Calls. Nortel Networks Reporting for Call Center will provide statistical reports on the percentage of incoming calls answered within each of the periods specified in the chosen Answered Time Bins.
Page 76: Figure 56 Time Bins Setup (Configuration) Menu Page
Using Reporting for Call Center Figure 56 Time Bins Setup (Configuration) Menu Page Selecting the Time Bins Setup option presents you with the Time Bin Setup page, shown below. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 77: Figure 57 Time Bin Setup Skillset Selection Page
Click on any of the displayed Skillsets to highlight the Skillset you wish to set the Time Bin values for, and then click on the Assign Time Bins button. You will be presented with the Time Bins values page, shown below. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 78: Figure 58 Time Bins Page
The steps used in the Time Bin periods need not be the same, but the Time Bin periods must be set in ascending order. For example, if you want to have Nortel Networks Reporting for Call Center report on Answered calls, grouping together the calls that were answered within 10 seconds, the calls that were...
Page 79 To leave the Time Bins page without saving any changes you might have made, click the Cancel button. You will be prompted to confirm you do not wish to save your changes. You will then be returned to the Time Bin Setup Menu page. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 80: Print Schedules
You may also have a different Daily Schedule report which refers to Agent Activity, and configure Nortel Networks Reporting for Call Center to print these reports at, say, 16:30 so that you have time to review them before the end of the day and the departure of your Agents.
Page 81: Daily Schedules
Using Reporting For Call Center 67 Figure 59 Print Schedules Page Daily Schedules Selecting the Daily Schedules option presents you with the Your Daily Schedules page, shown below. Initially this will be empty. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 82: Figure 60 Your Daily Schedules Page
Figure 60 Your Daily Schedules Page To add a Daily Schedule, click the Add button. Clicking on the Add button presents you with the Add Daily Schedules page, shown below. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 83: Figure 61 Add Daily Schedule Page
To include the reports from a particular day in the Schedule, click the check box beside the day to place a tick in the check box. You can of course select multiple days. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 84 08:30 and finishes at 17:30, you may wish to specify the Start Time as 08:00 (to see if you have early calls that you are missing by not having the Call Center open) and 18:00 (to see if there is a late surge of calls).
Page 85: Figure 62 Add Daily Schedule Page - Example Settings
To leave the Add Daily Schedule page without saving any changes you might have made, click on the Cancel button. You will be presented with the Your Daily Schedules page. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 86: Skillset List Selection Methods
You can use the following techniques to select Skillsets from the Skillset List. Clicking once on an unselected Skillset name will select it (it will be highlighted) and will remove the highlight from any other currently selected Skillsets. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 87: Adding Selections To The Favorites List
To add a Favorite to the Favorite List, highlight the Skillsets you wish to include in the Favorite and then click the Create Favorite button. You will be presented with the Save Favorites page, shown below. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 88: Figure 64 Save Favorites Page
Favorite List at the top of the page, as shown above. Note: Many pages within Nortel Networks Reporting for Call Center allow you to use Skillset selection lists and Favorites, and the techniques described here apply to all of those other pages too.
Page 89 Reports. These further steps are described on Pages 174 (Agent Audit Report), 179 (Activity Code Report by Skillset), 184 (Activity Code Report by Agents) and 189 (Activity Code report by # of Pegs). Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 90: Figure 65 Your Daily Schedules With A Schedule In The List
Once a schedule is disabled the button will change from Deactivate to Active and a red cross with a box surrounding it will replace the green tick with a box around it, similar to the illustration below: Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 91: Figure 66 Edit Daily Schedules Page
To leave the Edit Daily Schedule page without saving any changes you might have made, click on the Cancel button. You will be returned to the Your Daily Schedules page. Delete Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 92: Weekly Schedules
Selecting the Weekly Schedules option presents you with the Your Weekly Schedules page, shown below. Initially this will be empty. Figure 67 Your Weekly Schedules Page Clicking on the Add button will present you with Add Weekly Schedule page, shown below. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 93: Figure 68 Add Weekly Schedule Page
Weekly Schedule reports generated. Note: Weekly Schedules generate reports on the specified day at the specified time. However, the reports generated contain information from the previous calendar week. An example will Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 94: Figure 69 Calendar For September 2003
08:30 and finishes at 17:30, you may wish to specify the Start Time as 08:00 (to see if you have early calls that you are missing by not having the Call Center open) and 18:00 (to see if there is a late surge of calls).
Page 95: Figure 70 Add Weekly Schedule Page - Example Schedule
840C DeskJet printer. The reports will cover the period from midnight to midnight for each day. To save your Weekly Schedule click on the Submit button. You will be presented with the Weekly Schedules – Skillsets page, shown below. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 96: Figure 71 Weekly Schedules - Skillsets
Our example User Mary Smith has used her Dev&Train Favorite to highlight and select the Development and Training Skillsets. To save your Weekly Schedule click on the Submit button. You will be presented with the Your Weekly Schedules page, shown below. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 97 Audit Report), 179 (Activity Code Report by Skillset), 184 (Activity Code Report by Agents) and 189 (Activity Code report by # of Pegs). When you have created a Weekly Schedule it will appear in the Your Weekly Schedule page, as shown below. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 98: Figure 72 Your Weekly Schedule Page With A Schedule In The List
Once a schedule is disabled the button will change from Deactivate to Active and a red cross with a box surrounding it will replace the green tick with a box around it, similar to the illustration below: Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 99: Figure 73 Edit Weekly Schedule Page
To save any changes to the weekly Schedule click on the Submit button. You will be returned to the Your Weekly Schedules page. To leave the Edit Weekly Schedule page without saving any changes you might have made, click on the Cancel button. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 100: Monthly Schedules
Selecting the Monthly Schedules option presents you with the Your Monthly Schedules page, shown below. Initially this will be empty. Figure 74 Your Monthly Schedules Page Clicking on the Add button will present you with Add Monthly Schedule page, shown below. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 101: Figure 75 Add Monthly Schedule Page
The reports will be generated for a calendar month. You must specify the time you wish to have the Monthly Schedule reports generated. They will be generated on the 1 day of each Month, at the specified time. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 102: Figure 76 Add Monthly Schedule Page With Example Schedule
08:30 and finishes at 17:30, you may wish to specify the Start Time as 08:00 (to see if you have early calls that you are missing by not having the Call Center open) and 18:00 (to see if there is a late surge of calls).
Page 103 To leave the Add Monthly Schedule page without saving any changes you might have made, click on the Cancel button. You will be returned to the Your Monthly Schedules page. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 104: Figure 77 Monthly Schedule - Skillsets Page
Note: If you select the Agent Audit Report, the Activity Code Report by Skillset, Agent Activity Code Report by Agent or the Activity Code Report by # of Pegs Reports to be included in your Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 105: Figure 78 Your Monthly Schedules Page With A Schedule In The List
When you have created a Monthly Schedule it will appear in the Your Monthly Schedule page, as shown below. Figure 78 Your Monthly Schedules Page with a Schedule in the List Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 106 Deactivate to Active and a red cross with a box surrounding it will replace the green tick with a box around it, similar to the illustration below: Edit Clicking on the Edit button presents you with the Edit monthly Schedule page, shown below. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 107: Figure 79 Edit Monthly Schedule Page
You will be returned to the Your Monthly Schedules page. Delete Clicking on the Delete button will remove the Schedule from the system entirely, and will remove its listing from the Your Monthly Schedules page. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 108 Using Reporting for Call Center You will be asked to confirm the deletion, and you will be returned to the Your Monthly Schedules page. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 109: Real Time
Selecting the Real Time Summary option presents you with the Real Time Summary page, shown below. Real Time Summary This page allows you to specify which Skillsets you wish to include within the Real Time display. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 110: Figure 81 Real Time Summary Skillset Selection Page
Our example User Mary Smith has used her Dev&Train Favorite to highlight and select the Development and Training Skillsets. Clicking on the Call Summary button presents you with the Summary Real Time page, shown below. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 111: Real Time Summary - Agent Summary
Note that the state of an Agent who has multiple calls on their handset is taken from their active call. For example, if an Agent has an Incoming Call Center Call on hold and they are active on an Outgoing Call then the Agent is shown to be in the Outgoing Call state.
Page 112: Real Time Summary - Call Summary
Indicates the number of Agents who are currently handling calls that have not arrived via the Call Center. These could be calls that have arrived directly at their handset because somebody has rung their DDI line, for example, or a non-Call Center Call has been transferred to them from another handset.
Page 113 Indicates the number of currently waiting Calls that have waited in excess of the Call Center Overflow Threshold. Note that this does not mean the call has overflowed, but the Call Center is actively looking through the overflow rules that have been defined for this Skillset, in order to try to find a means of answering the call.
Page 114: Hiding The Real Time Panels
Above the Agent Summary panel is a link ‘Hide Agent Summary’. Clicking this removes the Agent Summary Panel and leaves the Call Summary Panel on view. The link will change to Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 115: Real Time Detail
The Call Detail Real Time screen presents a detailed display of the status of waiting calls together with some statistics relating to completed calls. These statistics will update in real time. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 116: Figure 84 Real Time Call Detail Page
Indicates the number of calls that are currently waiting in the Skillset queues to be answered. Primary Alert Indicates the number of currently waiting Calls that have waited in excess of the Call Center Primary Alert. (note that this is mutually exclusive with the Secondary Alert). If any calls have waited in excess of the Primary Alert the background to this cell will change to yellow.
Page 117: Agent Detail
Indicates the number of currently waiting Calls that have waited in excess of the Call Center Overflow Threshold. Note that this does not mean the call has overflowed, but the Call Center is actively looking through the overflow rules that have been defined for this Skillset, in order to try to find a means of answering the call.
Page 118: Figure 85 Agent Detail Real Time Page
Agent state can be seen in the Status column. Incoming An Agent is in the Incoming State when they have answered an Incoming Call Center Call. The information in the Status column indicates the type of call. The Incoming State is represented by Light Green.
Page 119 State is represented by Yellow. Supervisory Monitoring When an Agent who has been created in the Call Center as a Supervisor undertakes a monitoring session with another Agent they are represented in the Real Time screen using Gold. The Status column will display ‘Monitoring’.
Page 120 See the section Agent Alarms, below. Answered Call Center Calls Hour / Day Indicates the number of Call Center Calls that this Agent has answered in the current hour and in the current day.
Page 121: Agent Alarms
Call Center activity of the Agents. For example, you can specify average durations of Incoming or Outgoing calls, and Nortel Networks Reporting for Call Center will highlight Agents who have been on a call longer than the specified threshold.
Page 122: Figure 87 Agent Alarms Setup Page
In our example shown below, the Favorites list is showing the Favorite that was created previously by the User Mary Smith. She has clicked on the Select button and Nortel Networks Reporting for Call Center has automatically highlighted and selected the two Skillset Development and Training.
Page 123: Figure 88 Agent Alarms Values Page
Incoming Chat Agent is on a Multimedia Call Center Chat session Incoming Non-Call Center Agent has answered a non-Call Center Call from an external party Not Ready The Agent is in the Not Ready state Out example User Mary Smith has specified various values, as can be seen below.
Page 124: Wallboard Setup
If you have not been awarded the rights to assign wallboards by your Administrator, the Wallboard Setup option will be grayed out. Nortel Networks Reporting for Call Center can drive both hardware and software IP-enabled wallboards. The wallboards which are supported are the ipView Wallboards (hardware tri-color wallboards) and the ipView SoftBoard (software based personal wallboard).
Page 125: Scrolling Messages
For example, if a message contained the text: There are (QL) calls waiting… And the Call Center statistic QL currently had a value of 4, the following message would be displayed: There are 4 calls waiting…...
Page 126: Summary Messages
Using Reporting for Call Center For example, a 24-hour Call Center which has 25 Agents active during the day might have an Alarm Message set to be triggered if 6 Agents are Not Ready concurrently, but at Night they have a skeleton staff of 4 Agents and so they want to have the same Alarm Message triggered when only 2 Agents make themselves Not ready.
Page 127: Using The Wallboard Options
This page display a list of the configured wallboards. It displays them for each of the Skillsets you have been assigned, and any which have been configured as System wallboards. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 128: Figure 90 Wallboard Assignment Page
Skillsets 3, 7 and 9), so all our example User Mary Smith can do is Add wallboards. Click on the Add button to assign wallboards. This will present you with the Add Wallboard page, shown below. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 129: Add Wallboard Page
Wallboard Skillset. This denotes the Skillset the wallboard is to report on. That is, the named Skillset is the Skillset from which Nortel Networks Reporting for Call Center will extract the statistical information to display on the wallboard. If you wish to display system wide totals (that is, to have the information displayed represent totals derived from all Skillsets) then select ‘System’...
Page 130: Wallboard Parameters
In other words, assigning a wallboard to be a System wallboard causes Nortel Networks Reporting for Call Center to send statistics to that wallboard which represent the system totals. For example, the parameter AN (agents not ready) on a System wallboard shows the total figure for the AN values of all Skillsets added together.
Page 131: Figure 92 Wallboard Setup Page With Wallboard Listed
(by using the Parameter button) and to remove the wallboard from the list entirely (by using the delete button). Edit Button Clicking on the Edit button presents you with the Edit Wallboard page, shown below. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 132: Figure 93 Edit Wallboard Page
To leave the Add Wallboard page without saving any changes you might have made, click on the Cancel button. You will be returned to the Wallboard Setup page. Parameters Button Clicking on the Parameters button presents you with the Edit Parameters page, shown below. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 133: Figure 94 Edit Parameters Page
To return to the Wallboard Setup page without saving any changes you might have made, click the Cancel button. You will be asked to confirm that you do not wish to save your changes. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 134: Wallboard Messages Page
Initially the list of Assigned Messages will be empty (as shown). Figure 95 Assigned Messages Page Clicking on the Add button will present you with the Add Messages page shown below. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 135: Figure 96 Add Message Page
Note that if you include a parameter abbreviation in round brackets ‘(‘ and ‘)’ in the text of the message, that parameter abbreviation will be replaced by the appropriate numerical value of that Call Center statistic when the message is displayed. See the list of available parameters on Page 110, and the discussion of parameter abbreviations being replaced with numerical values on Page 111.
Page 136: Figure 97 Add Message Page - Example Text
This will be use later in a Schedule. The text of the other message is: Morning Shift Log out, Afternoon shift Log In Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 137: Alarms
You can use the Edit button to amend the details of a Message, and you can use the Delete button to remove a message from the list altogether. Alarms Selecting the Alarm option presents you with the Assigned Alarms page, shown below. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 138: Figure 99 Assigned Alarms Page
Figure 99 Assigned Alarms Page The Assigned Alarms list will be empty initially. To create an Alarm, click on the Add button. You will be presented with the Add Alarm page, shown below. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 139: Figure 100 Add Alarm Page
System list item). An Alarm Message may be used by many Skillsets, but an Alarm is specific to a single Skillset. The alarm parameter has to be monitored in the Skillset of interest in order to allow Nortel Networks Reporting for Call Center to decide whether the alarm trigger condition has been met.
Page 140 Alarm by providing a threshold against which the parameter value is compared. You must also specify the type of comparison that Nortel Networks Reporting for Call Center makes when deciding whether the alarm has been triggered or not.
Page 141 Note: If there is only one Alarm Period configured then it will be in operation 24 hours a day. Our example User Mary Smith has configured the following Alarm with three time periods for one of her Skillsets. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 142: Figure 101 Example Settings For A Multi Alarm Period Alarm
Agents in the afternoon forming the Afternoon Shift, and Night Shift which is manned by a skeleton staff of Agents who man the Call Center throughout the night. Because the Skillset has a different number of Agents Logged in during the Morning Shift, the...
Page 143 If you click on Submit you will save your settings and will be returned to the Assigned Alarms page, shown below. Clicking the Cancel button will return you to the Assigned Alarms page without saving any of your changes. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 144: Schedules
Schedules allow you to automatically send a message to the wallboards of a Skillset (or the System) at a pre-defined time on a specified day or range of days. Selecting the Schedule option presents you with the Assigned Schedules page, shown below. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 145: Figure 103 Assigned Schedules Page
The Assigned Schedules page will display a list of the assigned Schedules. Initially this list will be empty. Click the Add button to create a new Schedule. Clicking the Add button presents you with the Add Schedule page, shown below. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 146: Figure 104 Add Schedule Page
Schedules, and they have to be created separately. You may set a Schedule to operate on a specific week-day, every day from Monday to Friday, every day from Monday to Saturday, or Daily (every day). Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 147: Figure 105 Assigned Schedules Page With Schedule Added
To leave the Add Schedules page without saving any changes you might have made, click the Cancel button. You will then be returned to the Assigned Schedules page, shown below. Figure 105 Assigned Schedules Page with Schedule Added Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 148: Instant Messages
To leave the Edit Schedules page without saving any edits you might have made, click the Cancel button. You will then be returned to the Assigned Schedules page. Instant Messages Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 149: Figure 107 Instant Messages Page
Skillsets which have been assigned to you by your Administrator. • For a discussion of using Skillset Selection lists see page 72. • For a discussion on using Favorites, see page 73. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 150: Figure 108 Composing An Instant Message
• If there is text in the New message field that text is sent to the wallboards. In both cases you will be returned to the Instant Messages page. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 151 Note: As usual, you can include parameter abbreviations in brackets in the text of the New message to have Nortel Networks Reporting for Call Center automatically replace these with the correct numerical value for the parameter when the message is displayed. (See the section on Page 111 which describes parameter substitution.)
Page 152: Reports
General Nortel Networks Reporting for Call Center provides a set of flexible and easy-to-understand reports. The reports contain information about the call traffic in and out of your Call Center and about the activities of your Call Center Agents. Fundamental Concepts The concepts fundamental to understanding the background of the reports in the Nortel Networks Reporting for Call Center application.
Page 153: Private Switched Telephone Network Call (Pstn) And Multimedia Calls
Every time a direct call is transferred between Skillsets, the call is counted as an Indirect Call. Therefore, a call to a Call Center generates a single Direct Call and zero or more Indirect Calls. Indirect Calls are those moved to a Skillset by means of the Move to Skillset Call Routing step or manually transferred to the Skillset Control DN.
Page 154: In-Progress Calls
The reports only display information about calls that are completed at the time the report has been requested. That is, in-progress calls do not feature in any of the reports. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 155: Report Concepts
• Report Period: The start time and date and an end time and date of a report • Report Created: The time and date that the report was created • Data Timestamp: The time and date the Call Center generated the report data • Skillsets: The Skillsets included in the report See Figure 109: Example Report Header.
Page 156: Printing A Report
You can specify the number of copies you want to print, and you can choose to print the whole report, the page you are currently viewing, or a selection of pages. Click Preferences to specify settings, such as paper orientation and size. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 157: Exporting A Report
Microsoft Word or Word Document Viewer Microsoft Word .doc Any RTF aware editor or file viewer Rich Text Format .rtf Adobe Acrobat Adobe Acrobat .pdf Table 1: Available Report Export Formats Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 158: Exported File Name And Location
After you select the settings, such as file name and file format, click OK to export the report. After the report is exported, Nortel Networks Reporting for Call Center will offer to open it, as shown in Figure 113: Report Viewer Export. Click Yes to view the report.
Page 159: Report Magnification
This could be used to look for a specific Agent in a large Agent Activity report, or to locate a particular Calling Line ID in the Abandoned Calling Line ID report, for example. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 160: Using The Reports
Each of the reports is listed in turn. To obtain a report click on the button labeled with the report you wish to view. Figure 114 Report Menu Page Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 161: Get Latest Call Center Data Button
For example, if you have specified that Nortel Networks Reporting for Call Center should poll the Call Center every 30 minutes for report data, by clicking on the Get Latest Call Center Data button you ensure that the most recent data is received from the Call Center before the reports are generated.
Page 162: Figure 115 Answered Calls Report Skillsets Page
, 2005 up to 23:59 on November 30 , 2005. If Skillsets are listed these can be selected, or a Favorite Skillset selected. Clicking on the Submit button generates the report. This is shown below. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 163: Abandoned Call Report
Answered Time Bins. For a discussion of Time Bins, see page 61. This reports shows how long those calls that have been answered by your Call Center waited before they were connected to an Agent.
Page 164: Figure 117 Abandoned Calls Report Skillset Page
The To Date specifies the last date you wish to have included in the report. Information from days after the To Date will not be included in the report. The To Time specifies the time on the Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 165 • For a discussion on using Favorites, see page 73. If Skillsets are listed these can be selected, or a Favorite Skillset selected. Clicking on the Submit button generates the report. This is shown below. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 166: Abandoned Calling Line Id Report
Abandoned Calling Line ID Report Clicking on the Abandoned Calling Line ID Report button presents you with the Abandoned Calling Line ID Report Skillsets page, shown below. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 167: Figure 119 Abandoned Calling Line Id Skillset Page
To Date after which data will not be included in the report. Information from times after the To Time on the To Date will not be included in the report. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 168: Figure 120 Abandoned Calling Line Id Report
If Skillsets are listed these can be selected, or a Favorite Skillset selected. Clicking on the Submit button generates the report. This is shown below. Figure 120 Abandoned Calling Line ID Report Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 169: Agent Capacity Report
The time period is specified by providing a From Date and From Time and a To Date and a To Time. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 170 • For a discussion on using Favorites, see page 73. If Skillsets are listed these can be selected, or a Favorite Skillset selected. Clicking on the Submit button generates the report. This is shown below. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 171: Help Request Report
Call Center calls or not. For each Skillset that was selected, this reports shows the total number of instances when there were no Agents available to take an incoming Call Center call, and the total duration of all of those instances added together.
Page 172: Figure 123 Help Request Report Page
To Date after which data will not be included in the report. Information from times after the To Time on the To Date will not be included in the report. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 173: Figure 124 Help Request Report
This report lists each Supervisor (that has answered a Help Request) together with the details of the Help requests they answered. Supervisor ID Indicates the Call Center ID of the Supervisor who answered the Help Request. Supervisor Name Issue 02 (15)
Page 174: Call Average Report
Indicates the CLID of the incoming call on which the Agent who made the Help Request was active at the time they made the Help Request. Agent ID Indicates the Call Center ID of the Agent who made the Help Request. Agent Name Indicates the name of the Agent who made the Help Request.
Page 175: Figure 125 Call Average Report Skillset Page
To Date after which data will not be included in the report. Information from times after the To Time on the To Date will not be included in the report. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 176: Figure 126 Call Average Report
• For a discussion on using Favorites, see page 73. If Skillsets are listed these can be selected, or a Favorite Skillset selected. Clicking on the Submit button generates the report. Figure 126 Call Average Report Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 177: Agent Average Report
Call Center Call Average Time To Answer The Call Center Call Average Time To Answer column holds the average time before a Call was answered. This statistic tracks Direct and Indirect Calls, not call transactions. This can be used to determine the average time that answered calls had to wait before they were answered.
Page 178: Figure 127 Agent Average Report Skillset Selection Page
Skillset that each of the Multi-Skillset Agents was logged into, to see a full picture of their activity. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 179 For a version of this report categorized by Agent, see the Agent Average report by Skillset on Page 213. Clicking on the Show Report button generates the report. This is shown below. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 180: Agent Profile Report
Reports Figure 128 Agent Average Report For each Agent the average durations of three Call Center activities are displayed. These activities are Call Center Call Transactions Average Incoming Duration, the Average Outgoing Call Duration and the Average Break Time Duration.
Page 181: Figure 129 Agent Profile Report Skillset Page
Skillset that each of the Multi-Skillset Agents was logged into, to see a full picture of their activity. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 182 Agents in your report and the data shown for them will be their complete Activity in all Skillsets for the requested period. Clicking on the Show Report button generates the report. This is shown below. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 183: Figure 130 Agent Profile Report
Available Time This is the cumulative duration of all of the Available time the Agent had during the period of the report. An Agent is Available when they are free to take an Incoming Call Center Call. Not Ready Time This is the cumulative duration of all of the Not Ready time the Agent had during the period of the report.
Page 184: Agent Activity Report
Reports Answered Incoming Call Center Calls This is the number of Incoming Call Center Calls that the Agent handled during the period of the report. The sum of the durations of these calls is given in the following column. Incoming Time This is the cumulative duration of all of the Incoming Call Center Calls that the Agent handled during the period of the report.
Page 185: Figure 131 Agent Activity Report Skillsets Page
Skillset that each of the Multi-Skillset Agents was logged into, to see a full picture of their activity. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 186 • For a discussion on using Favorites, see page 73. If Skillsets are listed these can be selected, or a Favorite Skillset selected. Clicking on the Submit button generates the report. This is shown below. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 187: Figure 132 Agent Activity Report
This is the cumulative duration of all of the Log In sessions the Agent conducted during the period of the report. Incoming Call Center This is the cumulative duration of all of the Incoming Call Center Calls that the Agent handled during the period of the report. Incoming Non-Call Center This is the cumulative duration of all of the Incoming Non-Call Center Calls that the Agent handled during the period of the report.
Page 188: Agent Audit Report
This is the cumulative duration of all of the Break Time the Agent had during the period of the report. An Agent is in Break Time following an Incoming Call Center Call. This is also known as Wrap-Up. The Skillset supervisor allocates the amount of Break Time that the Agents will receive.
Page 189: Figure 133 Agent Audit Report Skillset Selection Page
To Date after which data will not be included in the report. Information from times after the To Time on the To Date will not be included in the report. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 190: Figure 134 Agent Selection Page
If Skillsets are listed these can be selected, or a Favorite Skillset selected. Clicking on the Submit button presents you with the Agent Selection page, shown below. Figure 134 Agent Selection Page Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 191: Figure 135 Agent Selection Page With No Agents Available
Agents to highlight and select a selection of Agents on which to report. Note that if you have no Agents created in the Call Center or if no Agents have ever logged into the particular Skillsets you have selected and performed the activity on which you are reporting, you will be presented with Agent Selection page with a message informing you that you have no Agents to choose from.
Page 192: Figure 136 Agent Audit Report
(more than an hour) or there are many Agents included in the report this report could be very long. Figure 136 Agent Audit Report Agent ID Indicates the Call Center Log In Id of the Agent. Agent Name Indicates the Call Center name for the Agent. Time and Date Indicates the start time and date of an Activity.
Page 193: Activity Code Report By Skillset
From Date from which you wish to have data included in the report. Information from times before the From Time on the From Date will not be included in the report. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 194 • For a discussion on using Favorites, see page 73. If Skillsets are listed these can be selected, or a Favorite Skillset selected. Clicking on the Submit button presents you with the Activity Code Selection page, shown below. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 195: Figure 138 Select Activity Code Page
Activity Codes on which to report. Note that if you have no Activities created in the Call Center or if no Agents have ever entered an Activity Code, you will be presented with Select Activity Codes page, with a message informing you that you have no Activity Codes to choose from.
Page 196: Figure 139 Select Activity Codes Page - No Activity Codes
Clicking on the Show Report button (which is visible on the Activity Code Selection page when there are some Activity Codes available to select) presents you with the Activity Code Report by Skillsets report, shown below. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 197: Figure 140 Activity Code Report By Skillset
Total duration of all of the instances when that Activity Code was entered. Number of Pegs Indicates the number of times that Activity Code was entered. Average Time Average time devoted to that Activity. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 198: Activity Code Report By Agent
From Date from which you wish to have data included in the report. Information from times before the From Time on the From Date will not be included in the report. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 199 • For a discussion on using Favorites, see page 73. If Skillsets are listed these can be selected, or a Favorite Skillset selected. Clicking on the Submit button presents you with the Activity Code Selection page, shown below. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 200: Figure 142 Select Activity Code Page
Activity Codes on which to report. Note that if you have no Activities created in the Call Center or if no Agents have ever entered an Activity Code, you will be presented with Select Activity Codes page, with a message informing you that you have no Activity Codes to choose from.
Page 201: Figure 143 Select Activity Codes Page - No Activity Codes
Clicking on the Show Report button (which is visible on the Activity Code Selection page when there are some Activity Codes available to select) presents you with the Activity Code Report by Agent report, shown below. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 202: Figure 144 Agent Activity Code Report By Agent
Total duration of all of the instances when that Activity Code was entered. Number of Pegs Indicates the number of times that Activity Code was entered. Average Time Average time devoted to that Activity. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 203: Activity Code Report By # Of Pegs
From Date from which you wish to have data included in the report. Information from times before the From Time on the From Date will not be included in the report. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 204 • For a discussion on using Favorites, see page 73. If Skillsets are listed these can be selected, or a Favorite Skillset selected. Clicking on the Submit button presents you with the Activity Code Selection page, shown below. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 205: Figure 146 Select Activity Code Page
Activity Codes on which to report. Note that if you have no Activities created in the Call Center or if no Agents have ever entered an Activity Code, you will be presented with Select Activity Code page, with a message informing you that you have no Activity Codes to choose from.
Page 206: Figure 147 Select Activity Codes Page - No Activity Codes
Clicking on the Show Report button (which is visible on the Activity Code Selection page when there are some Activity Codes available to select) presents you with the Activity Code Report by # of Pegs report, shown below. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 207: Figure 148 Agent Activity Code Report By Number Of Pegs
Total duration of all of the instances when that Activity Code was entered. Number of Pegs Indicates the number of times that Activity Code was entered. Average Time Average time devoted to that Activity. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 208: Summary Report
From Date from which you wish to have data included in the report. Information from times before the From Time on the From Date will not be included in the report. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 209 • For a discussion on using Favorites, see page 73. If Skillsets are listed these can be selected, or a Favorite Skillset selected. Clicking on the Submit button generates the report. This is shown below. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 210: Figure 150 Summary Report
Number of Abandoned Calls This is the total number of calls that were presented to the Skillsets but the caller disconnected before they were answered. Number of Unstaffed Calls Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 211: Summary Report Table
Skillset due to an Overflow, Move to Queue or other Call Routing option. Outgoing Calls The number of Outgoing Calls that were placed by the Agents in this Skillset during this time slot. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 212: Summary Report Graphs
Figure 151 Summary Report Graphs Presented Calls This graph provides a profile of the number of calls that were presented in each time slot of the time period of the Report. Answered Calls Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 213: Call Profile Report
Report. Call Profile Report Clicking on the Call Profile Report button presents you with the Call Profile Report Skillsets page, shown below. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 214: Figure 152 Call Profile Report Skillset Selection Page
To Date after which data will not be included in the report. Information from times after the To Time on the To Date will not be included in the report. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 215: Call Profile Report Table
A graph is provided in this report to better understand the profile of the period. Call Profile Report Table The following statistics are provided in the Call Profile Report. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 216: Figure 153 Call Profile Report
Indicates the number of calls that were presented to the Skillset in each time slot. There is a breakdown showing the number of calls that were regular voice calls and those which were conducted through the use of Nortel Networks Multimedia Call Center (Multimedia calls). Number Answered...
Page 217: Call Profile Report Graph
Nortel Networks Multimedia Call Center (Multimedia calls). (Calls can be answered in another Skillset because of a routing step such as Move to Queue.)
Page 218: Incoming Call Report
Reports Figure 154 Call Profile Report Graph The graph indicates the number of Call Center calls that were Presented, Answered and Abandoned for each time slot across the period of the report. Incoming Call Report Clicking on the Incoming Call Report button presents you with the Incoming Call Report Skillsets page, shown below.
Page 219: Figure 155 Incoming Call Report Skillset Selection Page
To Date after which data will not be included in the report. Information from times after the To Time on the To Date will not be included in the report. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 220: Figure 156 Incoming Call Report
If Skillsets are listed these can be selected, or a Favorite Skillset selected. Clicking on the Submit button generates the report. This is shown below. Figure 156 Incoming Call Report Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 221: Incoming Call Report Table
Call Routing of another Skillset or by the Agent so f another Skillset before they arrived in this Skillset. Separate figures are presented for voice calls and Multimedia Calls (calls conducted through the use of Nortel Networks Call Multimedia Center.) Agent Indicates the number of calls that have been answered by the Agents in this Skillset.
Page 222: Incoming Call Report Graph
Indicates the number of calls that were presented to this Skillset but which were never answered because the incoming caller cleared down the call before it could be answered. Separate figures are presented for voice calls and Multimedia Calls (calls conducted through the use of Nortel Networks Call Multimedia Center.)
Page 223: Figure 157 Incoming Call Report Graph
Indicates the total number of calls (both voice and Multimedia Calls) that were presented to the Skillset during those periods when there were no Agents logged in. > S Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 224: Unanswered Help Request Report
• Letter, 8 ½ x 11 in.: the report can be viewed and printed onto letter sized paper. • A4, 210 x 297 mm: the report can be viewed and printed onto A4 sized paper. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 225: Figure 158 Unanswered Help Request Report Selection Page
Reports 211 Figure 158 Unanswered Help Request Report Selection page Clicking on the Show Report button presents you with the report. This is shown below. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 226: Figure 159 Unanswered Help Request Report
Reports Figure 159 Unanswered Help Request Report Agent ID Indicates the Agent Log In ID (as specified in Call Center). Agent Name Indicates the Agent Name (as specified within Call Center). Time Indicates the time the help request was made Date Indicates the date when the help request was made.
Page 227: Agent Average Report By Agent
The From Date specifies the first date you wish to have included in the report. Information from days before the From Date will not be included in the report. The From Time specifies the time Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 228 • For a discussion on using Favorites, see page 73. If Skillsets are listed these can be selected, or a Favorite Skillset selected. Clicking on the Submit button generates the report. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 229: Figure 161 Agent Average Report By Agent
Reports 215 Figure 161 Agent Average Report by Agent For each Skillset, Agent by Agent the average durations of six Call Center statistics are displayed. For calls that have been transferred to the Agent the word Transferred will appear at the start of the line for that Agent.
Page 230: Agent Activity Report By Skillset
Indicates the average duration of the Outgoing Calls that this Agent made. Agent Activity Report by Skillset Clicking on the Agent Activity Report by Agent button presents you with the Agent Activity Report by Agent Skillsets page, shown below. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 231: Figure 162 Agent Activity Report By Skillset, Skillset Selection Page
• For a discussion on using Favorites, see page 73. If Skillsets are listed these can be selected, or a Favorite Skillset selected. Clicking on the Submit button generates the report. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 232: Figure 163 Agent Activity Report By Skillset
Center Call Transactions from the Transferred and Overflowed transactions. Logged In Time Indicates the total time that the Agent was logged in to the Call Center. This may be the sum of several (or many) instances, according to the duration covered by the report.
Page 233 Reports 219 Indicates the total duration of the Call Center Call Transactions answered by this Agent. No. of Break Time Instances Indicates the number of BreakTime instances this Agent received from the Call Center. Break Time Indicates the total duration of the Break Time periods this Agent received.
Page 234: System Configuration Report
Figure 164 System Configuration Submit Page Clicking on the Submit button generates the report. Clicking on the Cancel button returns you to the Report Menu page. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 235: Figure 165 System Configuration Report
The System Configuration report provides a means to view and print settings that have been configured for your system together with some other information that might be useful to support personnel. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 236: Reports Explained
The Answered Calls report shows how long calls wait before they are connected to an Agent. Voice calls and Multimedia calls are listed separately and totaled for each Skillset, and for the report total. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 237: Figure 167: Answered Calls Graph
Both figures and the percentages are provided. The breakdown is based on Answer Time Bins values, which are specified in Nortel Networks Reporting for Call Center (see the Nortel Networks Reporting for Call Center Setup and Operations Guide).
Page 238 This is probably a function of the average length of the calls and the number of callers the Call Center has. For the average call length, refer to the Call Average Report (see Page 163). Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 239: Abandoned Call Report
Voice (PSTN) calls and Multimedia calls are listed separately and totaled for each Skillset, and for the report total. Both figures and the percentages are provided. The breakdown is based on Abandoned Time Bin values, which are specified in the Nortel Networks Reporting for Call Center Setup and Operations Guide.
Page 240: Figure 169: Abandoned Calls Graph
The identity of some of the abandoned callers may be held in the Abandoned Calling Line ID Report (see Page 227). The Call Profile Report (see Page 248) indicates Abandoned Calls throughout the day. Use this to plan your staffing levels. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 241: Abandoned Calling Line Id Report
Identity of the call, if known, and the amount of time the caller waited before hanging up. Calling Line ID is not always known. When Nortel Networks Reporting for Call Center does not know the Calling Line ID, it displays the channel or line number on which the call arrived.
Page 242 This report can also be used to determine the number of abandoned calls before or after the Call Center is closed, which can be used as an indicator of whether the Call Center should be staffed for a longer period, perhaps by a reduced skeleton staff, on a rotational basis. Conversely, early and late callers could be advised of your hours of operation.
Page 243: Figure 171: Agent Capacity Report
This report displays the occasions when there were no logged in agents available to answer incoming Call Center calls. That is, it details the instances, the duration, and the total duration of all periods when all Agents were occupied simultaneously. Reasons that Agents are unavailable include they are already on an incoming or outgoing call or they are Not Ready.
Page 244: Help Request Report
If the Calling Line ID is not shown, the line number is shown. For internal calls, the DN number is shown. The Call Center Supervisory Help feature is intended for use in ‘emergency’ conditions when an Agent is on a call and urgently requires the help of a Supervisor without alerting the caller that a supervisor is being called in.
Page 245 It can also be used to determine if a particular customer has complex or troublesome requirements. The Calling Line ID (where known) is displayed and associated with each Help Request. This provides a record of who phoned into the Call Center and the Agent who requested the additional help. Issue 02 (15)
Page 246: Call Average Report
Primary and Secondary Alerts, or wallboard alarms. As the example report shows only a few calls made into this particular Call Center, we can use another scenario. If, for example, the Average Time to Abandon was 26 seconds and the Average Time to Answer was 43 seconds, it would be appropriate to establish wallboard alarms.
Page 247 Agent Details Real Time Screen. The Average Incoming Call Duration can also be compared with the values in the Agent Average Report (see Page 234). Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 248: Agent Average Report
Figure 174: Agent Average Report shows an Agent Average report. Figure 174: Agent Average Report The report displays the average durations of three Call Center activities for each Agent. These activities are Call Center Transactions Average Incoming Duration, the Average Outgoing Calls Duration, and the Average Break Time Duration.
Page 249: Usage Example For Average Incoming Call Transaction Duration
If the report is limited to the Agent activity for the requested Skillset only, you need to run the same report for each Skillset that each of the multi-Skillset Agents was logged into, to receive a complete report of their activity. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 250: Agent Profile Report
Agents who were logged into Skillset 1, including multi-Skillset Agents. The report will include all of the activity of those Agents, irrespective of the Skillset of the call they answered. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 251 Note: This report does not display all activity for an Agent, therefore the Agent activity will not equal the logged-in time. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 252: Agent Activity Report
Agents who were logged into Skillset 1, including multi-Skillset Agents. The report will also include all of the activity of those Agents, irrespective of the Skillset of the call they answered. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 253 Note: This report does not display all activity for an Agent, therefore the Agent activity will not equal the logged-in time. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 254: Agent Audit Report
This report is intended to provide a highly detailed picture of an Agent’s activities, and is intended to be used to produce detailed, high-resolution reports covering small numbers of agents over short periods of time. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 255 You CANNOT add up the times in this report and expect them to match the total logged-in time for the Agent. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 256: Activity Code Report By Skillset
For each Skillset, the Activity Codes are presented in alphabetical order, with the average call duration time, the number of pegs and the actual accumulated time of all the calls that were associated with each Activity Code. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 257 Activity Codes can be used to represent Agent activity as a result of a call. For example, Activity Codes could be established to represent Credit Account Application Letter Sent, or Catalogue Posted, and so on. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 258: Activity Code Report By Agent
This report can be used to determine which Agents have answered certain calls, or performed certain call-related activities, such as performing a credit search or requesting a catalogue dispatch. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 259: Activity Code Report By Number Of Pegs
Activity Code. The data can be used to determine which activities or call types each Agent spends the most time on or has been most frequently involved with. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 260: Summary Report
Figure 181: Summary Report shows an example Summary Report. Figure 181: Summary Report This report displays a summary of key Call Center statistics over the period of the report, broken down into one Hour, Day, and Month time slots. The Summary Report provides a quick, one-report summation of the performance and activity of the Skillsets it includes.
Page 261: Figure 182: Summary Report Graphs Page
Abandoned Calls, the report would indicate that investigation is required in this matter. Presenting the information in this fashion makes such anomalies easy to spot, enabling the Supervisor to then look further into the matter. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 262: Call Profile Report
Figure 183: Call Profile Report shows an example Call Profile report. Figure 183: Call Profile Report This report provides a profile of the Call Transactions within the Call Center, broken down into Hour, Day, and Month. This report demonstrates numbers of calls presented to the Skillsets in the report, and the number Answered, Abandoned, Answered by Agents, Voice Mail, Operator, Overflow Agents, Non- Agents and Other Skillsets during a report period.
Page 263: Figure 184: Call Profile Report Graph Page
An example of a Call Profile report graph page is shown in Figure 184: Call Profile Report Graph Page. Figure 184: Call Profile Report Graph Page Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 264: Incoming Call Report
Figure 185: Incoming Call Report shows an example Incoming Call report. Figure 185: Incoming Call Report This report provides an overview of the incoming calls into the Call Center, for a selection of Skillsets The Incoming Call Report relates to Incoming Direct and Indirect Calls, not Call Transactions (see Page 139).
Page 265: Figure 186: Incoming Call Report Graph Page
Primary Alert, but before the Secondary Alert (>P), and calls answered beyond the Secondary Alert (>S) can also be determined A graphical representation of the calls presented to the Call Center is displayed in an Incoming Call report graph as shown in Figure 186: Incoming Call Report Graph Page.
Page 266: Unanswered Help Request Report
This report should be read in conjunction with the Help Request Report (see Page 230) to establish the total number of Help Requests an Agent makes. This report can also be used to determine if a Supervisor is refusing too many Help Requests. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 267: Agent Average Report By Agent
If an Agent was not logged into one of the selected Skillsets, they may still have activity associated with one of the selected Skillsets. For example, they may have received overflow calls or received a call manually transferred to them from an Agent Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 268 Skillsets, or for any other transfer of call method that temporarily ‘adopts’ the Agent into the Skillset for the duration of the transferred call. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 269: Agent Activity Report By Skillset
Agent. Likewise, if the Call Transaction was for an overflowed call, Overflow appears at the start of the line for that Agent. Other will be shown for any Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 270 Reports Explained other call transfer call method that temporarily adopts the Agent into the Skillset for the duration of the transferred call. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 271: System Configuration Report
This report can also be used to manually re-configure an installation of Nortel Networks Reporting for Call Center, if it has to be re-installed on another PC due to hardware failure. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 272: Upgrading To Reporting For Call Center
Nortel Networks Reporting for Call Center has a single software installation onto one PC. This PC is the Web Host PC, which acts in a similar fashion to the ‘Master’ PC in the old Nortel Networks Call Center Reporting 2.5, 3.0 and 3.5 streams. The Web Host PC stores the historical statistical databases.
Page 273 However, the customer may wish to retain the Nortel Networks Call Center Reporting 2.5, 3.0 or 3.5 software in order to allow them to review the historical reports that were gathered with their old system. Leaving the Nortel Networks Call Center Reporting 2.5, 3.0 or 3.5 Master or Multiple Client software on the PC which is going to be used as the Web Host PC will not affect the operation of Nortel Networks Reporting for Call Center.
Page 274: Backing Up The Mysql Database
Restoring from a Backup To restore the contents of a backup to the Nortel Networks Reporting for Call Center statistical and configuration database use the following command. Note that the following should all be typed on one line, and should be entered in a Command Prompt window, from the MySQL\bin folder.
Page 275: Troubleshooting Reporting For Call Center
Some Anti-Virus software packages have been seen to cause such a significant slow down on the file system of the Web Host PC that the Real Time screens have trouble processing all of the XML data they receive from the Call Center in time to refresh the Real Time data in a timely fashion.
Page 276: Cannot Access The Login Page
• Some Anti-Virus packages allow you to specify locations on your hard disk which are to be ignored during virus scans. If this is possible with your Anti-Virus software, instruct it to ignore the location of the Reporting for Call Center log files. By default this is \Program Files\Nortel Networks\Reporting for Call Center\Logs.
Page 277: Turning Off Script Blocking In Norton Anti-Virus 2002 Or 2003
To disable Norton Anti-Virus Script Blocking: 1. Start Norton Anti-Virus. 2. Click Options. If a menu appears when you click Options, then click Norton Anti-Virus. The Norton Anti-Virus Options dialog box appears. Issue 02 (15) Reporting for Call Center Setup and Operations Guide...
Page 278: Changing Agent Names
If an Agent changes their name, for example if they marry and take a new surname, or if an Agent leaves and their Call Center Log In ID is allocated to another person, this will affect the way in which Reporting for Call Center displays information for the Agent in the reports.
Page 279: Virtual Folders Not Created In Internet Information Services
1. Click Start, Run and enter the pathway to the file called Create.bat in the RunOnce folder. The RunOnce folder is in the Reporting for Call Center folder. If you installed Reporting for Call Center in the default location the path to this file will be \Program Files\Nortel Networks\Reporting for Call Center\RunOnce\Create.bat on the drive on which you installed Reporting for Call Center.
Page 280: Accessing Networked Printers From The Web Host Pc
Call Center platform. If the clock in the Web Host PC is set to a different time than the clock in the Call Center platform, the hourly Summaries will not be synchronised with the hourly reset of the regular statistics.
Page 281: Skillset Names Not Appearing In Reporting For Call Center (Call Pilot Platform Only)
2) Reboot the Call Pilot system. Once you have done this either place a call into the Call Center or log an agent out and then back in (or log an agent in if you have no agents logged in) and either wait till the “...
Page 282: Glossary
Abandoned Time Bin. Administrator ..... A Nortel Networks Reporting for Call Center User who has been awarded Administration rights. These Users can configure core...
Page 283 100 Presented Incoming State ... The Agent is engaged on an Incoming Call Center Call, either a PSTN or a Multimedia call. The Incoming State is shown as Green in the Real Time Screens. If an Agent has been on an Incoming Call in excess of the Incoming Call Duration Threshold their timer will be displayed against a Red background.
Page 284 Not Ready State ..Either the Agent has invoked the Make Not Ready feature to indicate they are not Available to take calls or the Call Center has placed them in the Not Ready state because a call was unanswered at their handset or the Agent is active on an internal call.
Page 285 Unstaffed Calls... Calls that were presented to the Skillset when there were no Agents logged In to handle those calls. Wallboard....A device that is used to display Call Center statistics and messages to the Agents and other Call Center staff. Nortel Networks Reporting for Call Center TCP/IP enabled hardware WallBoards and SoftBoards from the ipView range of wallboards.
Page 286: References
References References Software Keycode Installation Guide McKay, David Reporting for Call Center Set Up and Operations Guide, Issue 1-09. Reporting for Call Center Setup and Operations Guide Issue 02 (15)
Page 287: Index
224, 232, 257 Add User, 44, 45, 47, 48, 110 Call Center, 3, 5, 8, 10, 11, 12, 13, 14, 37, 38, 39, 40, Add Wallboard, 114, 115, 116, 118 41, 44, 50, 54, 70, 80, 88, 98, 99, 102, 103, 104,...
Page 288 213, 216, 220, 230, 252, 257 14, 258, 259 Help Request Unanswered Report, 210, 212, 213, Nortel Networks Reporting for Call Center, 1, 3, 4, 5, 216, 220, 252, 257 6, 8, 9, 10, 12, 13, 14, 15, 16, 17, 20, 21, 22, 26,...
Page 289 System Admin Settings, 42 Windows XP, 6, 14 System Administration Menu, 41, 42, 43 With All Calls Held, 98 System Configuration Report, 257 Word, 143, 145 System Status, 52, 53 Issue 02 (15) Reporting for Call Center Setup and Operations Guide...

Nortel Call Center Set Up And Operation Manual

List of Figures

List of Tables

Change History

How to Use this Guide

Introduction

Installation

Administration

Using Reporting for Call Center

Reports

Quick Links

Related Manuals for Nortel Call Center

Summary of Contents for Nortel Call Center