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design or components as progress in engineering and manufacturing may warrant.
The process of transmitting data and call messaging between the Meridian 1 and Contact
Center Manager is proprietary to Nortel. Any other use of the data and the transmission process
is a violation of the user license unless specifically authorized in writing by Nortel prior to such
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Contents
1 Getting started 11
New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
About Contact Center Manager Administration. . . . . . . . . . . . . . . . . . . . . . . 15
How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Supervisor’s Guide v
Contents Standard 9.07
9 Troubleshooting 393
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 394
Section A: General troubleshooting items 395
Glossary 459
Index 499
Supervisor’s Guide ix
Contents Standard 9.07
Getting started
In this chapter
New in this release 12
Overview 14
About Contact Center Manager Administration 15
How to use this guide 18
Skills you need 19
Related documents 21
How to get help 22
Supervisor’s Guide 11
Getting started Standard 9.07
The following sections detail what is new in the Nortel Contact Center Manager
Supervisor’s Guide (297-2183-928) for release 9.07.
“Features” on page 12
“Other changes” on page 13
Features
See the following sections for information about feature changes:
“Contact Center Management” on page 12
“Real-Time Reporting” on page 12
“Historical Reporting” on page 12
“Report Creation Wizard” on page 13
Real-Time Reporting
The Real-Time Reporting component has several enhancements. The Real-Time
Reporting enhancements affect the following section:
“What is new in Real-Time Reporting” on page 102
Historical Reporting
The Historical Reporting component has several enhancements. The Historical
Reporting enhancements affect the following section:
Other changes
See the following sections for information about changes that are not feature-
related.
“Reset Assignments feature” on page 13
“VERITAS Backup 9.1” on page 13
“Scheduling reports” on page 13
Scheduling reports
You cannot select February 29 when you schedule reports. For more
information, see “February 29” on page 242.
Supervisor’s Guide 13
Getting started Standard 9.07
Overview
From your computer, you can open Internet Explorer (Version 6.0 Service Pack
1 or later), log on to Contact Center Manager Administration, and use any of the
components to which you have access to monitor and support your agents.
Internet Explorer Version 6.0 Service Pack 1 or later is one of the requirements
for the client PC. For a complete list of the client PC minimum requirements, see
the Contact Center Manager Administration Installation and Maintenance
Guide.
Supervisor’s Guide 15
Getting started Standard 9.07
Real-Time Reporting
Supervisors and contact center managers can use the real-time displays in the
Real-Time Reporting component to monitor the current performance of the
contact center. The displays provide up-to-the-minute information, such as:
number of calls waiting
average and maximum wait times
number of calls abandoned
number of agents logged on to a skillset
number of agents busy on calls
number of agents idle
Example: At 9:00 a.m., Pat Wilson, the supervisor for the Bookings skillset,
notices in the real-time displays that the number of calls waiting for agents in the
Bookings skillset jumped from the typical 3 to 15. The average wait time
increased from 30 seconds to 2 minutes. He immediately assigns other agents to
the skillset in Contact Center Management, and logs himself on as an agent
assigned to the Bookings skillset. The situation begins to improve by 10:00 a.m.,
and by 11:00 a.m. call levels are back to normal. Pat restores all agents to their
usual skillsets and logs off the Bookings skillset.
Historical Reporting
Contact center managers and supervisors can use the reports in the Historical
Reporting component to detect trends and seasonal behavior, and to forecast
future activity. For example, you can report on the number of calls to a skillset:
during different times of the day
during different months of the same year
for the same month in different years
By comparing statistics for different times of the day, you can identify peak
periods. By comparing statistics for different months, you can identify seasonal
behavior. By comparing the same month across different years, you can identify
trends.
Example: Pat Wilson uses the Skillset Performance report to investigate the
sudden rise in activity. He generates interval reports for the period from
9:00 a.m. to 11:00 a.m. for several days in a row. He can clearly see the growth
and notes that the behavior was unusual for that time of day. However, he cannot
explain it until he learns that BestAir was profiled on a radio morning show on
the day the growth occurred.
Emergency Help
You can open the Emergency Help panel on your desktop to monitor whether
any agents pressed the Emergency key on their phonesets, indicating that they
require your assistance.
Before you or any of your agents can use Agent Desktop Display, your
administrator must install and configure the software on the Contact Center
Manager Administration server and on each client PC used to access the
displays. You must also have the Real-Time Reporting component configured
on the Contact Center Manager Administration server for Agent Desktop
Display to function properly.
Supervisor’s Guide 17
Getting started Standard 9.07
For information about the remaining features, see the Contact Center Manager
Administration online Help.
This section outlines the skills or knowledge that you need to work with Contact
Center Manager Administration.
PC experience or knowledge
Knowledge of, or experience with, the following products is helpful when using
Contact Center Manager:
Microsoft Windows (Server 2003, 2000, or XP)
Microsoft Internet Explorer Version 6.0 Service Pack 1 or later
ATTENTION
As service packs for Internet Explorer become available,
Nortel tests them for compatibility against the Contact
Center Manager Administration software as soon as
possible. Nortel recommends that customers upgrade to
new service packs according to vendor (Microsoft)
recommendations, as critical service packs might include
security enhancements.
Supervisor’s Guide 19
Getting started Standard 9.07
ATTENTION
Supervisors who log on to their client PC as either a
regular Windows user or a domain user, and whose client
PCs run Windows Server 2003, Windows XP, or
Windows 2000 Professional, must have an ID that is part
of the Power Users group on the client PC to successfully
download and install many of the third-party controls
required by Contact Center Manager Administration. (If a
release earlier than SU04 is installed on the Contact
Center Manager Administration server, a user with
administrator privileges must first install the Microsoft
SOAP toolkit 3.0 software on the client PCs.) If your
client PC runs any of these operating systems and you
cannot download a required third-party control, contact
your administrator and request an ID that belongs to the
Power Users group on the client PC.
Related documents
The following guides are available on the Contact Center portfolio DVD or on
the Nortel Web site (www.nortel.com).
Supervisor’s Guide 21
Getting started Standard 9.07
This section explains how to get help for Nortel products and services. However,
before contacting Nortel for support, consult the Troubleshooting section of this
guide.
Latest software The Nortel page for Contact Center located at http://
www.nortel.com/espl.
Latest documentation The Nortel page for Contact Center documentation
located at http://www.nortel.com/helmsman.
www.nortel.com/support
This site provides quick access to software, documentation, bulletins, and tools
to address issues with Nortel products. From this site, you can:
download software and related tools
download technical documents, release notes, and product bulletins
sign up for automatic notification of new software and documentation
search the Technical Support Web site and Nortel Knowledge Base for
answers to technical issues
open and manage technical support cases
Outside North America, go to the following Web site to obtain the phone
number for your region:
www.nortel.com/callus
www.nortel.com/erc
Supervisor’s Guide 23
Getting started Standard 9.07
In this chapter
Overview 26
Access rights in Contact Center Manager Administration 27
To start Contact Center Manager Administration 34
Supervisor’s Guide 25
Starting Contact Center Manager Administration Standard 9.07
Overview
This chapter describes access rights, access classes, access elements, and
partitions in Contact Center Manager Administration. It also describes how to
start Contact Center Manager Administration.
Access types
The administrator uses the Access and Partition Management component to
control your access in four ways:
basic access rights
access classes
partitions
supervisor/reporting agent combinations
Access classes
After the administrator grants you basic access rights, the administrator must
assign an access class to you that contains the appropriate access levels within
each of the access class elements related to the components that you use.
Supervisor’s Guide 27
Starting Contact Center Manager Administration Standard 9.07
Your access class determines the actions that you can perform in Contact Center
Management, and the skillsets that you can see (if you have the Use Agent &
Skillset Partitions in CCM access level).
If you have the Edit Agent Properties Including Partitions access level, then you
can assign agents to partitions from Contact Center Management, instead of
having your administrator do so from Access and Partition Management. You
can assign agents only to those partitions to which you have access.
Each access level determines the windows that you can open and the actions that
you can perform in these windows. The access level Ad Hoc Assignments is
specifically for users who create ad hoc agent-to-skillset and supervisor
assignments only. These users can only view, create, and change ad hoc
assignments; they cannot schedule assignments.
Users with the Add/Edit/Delete Agents and Supervisors access level and the
Schedule Assignments access level for both types of assignments can perform all
actions in Contact Center Management.
Supervisor’s Guide 29
Starting Contact Center Manager Administration Standard 9.07
ATTENTION If your access class does not include either Run and
Import or Report Creation access, then you cannot work
in Historical Reporting.
Supervisor’s Guide 31
Starting Contact Center Manager Administration Standard 9.07
A user with administrator privileges must assign an access class to you that
includes Launch access, Create Private access, or Create Public access for either
the tabular or graphical displays (or both).
ATTENTION
If your access class does not include at least one of these
access levels, then you cannot work in Real-Time Reporting.
Apart from the preceding access class elements, all other access class elements
listed in Access and Partition Management are for the Configuration and
Scripting components. You do not require an access class to use Emergency
Help.
Partitions
Partitions determine the data that you can see in Real-Time Reporting, Historical
Reporting, and Contact Center Management. Partitions can include the Full Data
Across All Servers option, standard and user-defined partitions, and reporting
agents. After an administrator assigns a partition configuration to you, it defines
what information you can see. For example, your administrator might assign the
All Agents and Supervisors standard partition for the Contact Center
Management component. This means you can see all agents and supervisors for
the configured Contact Center Manager Server whenever you use this
component.
Standard partitions are dynamic and need not be updated when a new element
(for example, an agent) is added to the system. User-defined partitions are more
specific and allow an administrator to include a group of particular data in your
configuration.
Reporting agents are also dynamic. If you have assigned reporting agents, you
see all agents reporting to a given supervisor.
To restrict a user to view only those agents reporting to that user, the
administrator can assign to the user only a supervisor/reporting agent
combination containing all of the user’s agents.
Supervisor’s Guide 33
Starting Contact Center Manager Administration Standard 9.07
When the administrator configures a user profile, they assign a Contact Center
Manager Administration user name and password to the user. The user name and
password are required to log on to the Contact Center Manager Administration
server and use Contact Center Manager Administration.
ATTENTION
If users enable pop-up blockers on their client PC, they
cannot launch some windows in Contact Center Manager
Administration. To retain all functionality available in
Contact Center Manager Administration, disable pop-up
blockers.For more information about enabling pop-ups,
see “Cannot launch windows in CCMA; pop-up windows
are blocked” on page 401.
ATTENTION
Do not type the IP address in the Address box. Doing so
results in problems with Scripting, Historical Reporting,
Configuration, Contact Center Management, and Access
and Partition Management.
Supervisor’s Guide 35
Starting Contact Center Manager Administration Standard 9.07
You can save the Contact Center Manager Administration server address
by adding it to your list of Internet Explorer Favorites.
Result: The Contact Center Manager Administration server displays the
Contact Center Manager Login window.
Supervisor’s Guide 37
Starting Contact Center Manager Administration Standard 9.07
In this chapter
What is new in Contact Center Management 40
Available data and access privileges 42
Supervisors and agents 43
Agent types in Contact Center Management 44
Agent properties 45
Section A: Skillsets 47
Section B: Working in Contact Center Management 57
Supervisor’s Guide 39
Contact Center Management Standard 9.07
Supervisor’s Guide 41
Contact Center Management Standard 9.07
If you cannot access particular operations or views, or if you cannot view data
elements (for example Agents, CDNs [Route Points], or Report Groups), contact
your administrator to request extra permissions on your user account.
Supervisor role
For each of your agents:
you receive notification when the agent presses the Emergency key
you have agent keys configured on your phoneset
you can change agent properties, such as the agent’s language, call
presentation, and skillset priorities
you can create, edit, and schedule agent-to-supervisor assignments and
agent-to-skillset assignments in Contact Center Management (provided that
the administrator grants you Schedule Assignments access to both types of
assignments in Access and Partition Management)
You can view all your agents in your real-time displays, or you can apply filters
to the displays to show only a subset of the agents assigned to you. Likewise,
you can also create user-defined reports in Historical Reporting and apply
selection criteria to them to show only a subset of the agents assigned to you.
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Contact Center Management Standard 9.07
Agent properties
In addition, when you create a supervisor/agent, you can specify the following
properties:
the telephony/port address—This is the number of the phoneset at which
the supervisor logs on. This is the phoneset on which the switch maps the
agent keys for agents reporting to this supervisor. This property is not
applicable on a SIP-enabled server.
the Contact Center Manager Administration user ID
the Contact Center Manager Administration password
Supervisor’s Guide 45
Contact Center Management Standard 9.07
Section A: Skillsets
In this section
Overview 48
Calls in queue 51
Other skillset options 54
Global skillset properties 56
Supervisor’s Guide 47
Contact Center Management Standard 9.07
Overview
As a supervisor, you must ensure that the available agents provide adequate
service for the skillsets. To do so, you must ensure that each skillset has enough
qualified agents to handle the call load for that skillset.
What is a skillset?
A skillset is a group of abilities necessary to answer a specific type of call.
Skillsets are the basic building blocks of skill-based routing. Use skillsets to
match a caller with the agent who can best meet the caller’s needs.
Examples of skillsets
The company Best Air has several different skillsets:
Bookings—Agents who can accept and change bookings, and provide
schedule and rate information.
Shipping—Agents who can arrange for shipment of goods. Additional
skillsets include agents who specialize in shipment of perishable food
products and hazardous goods, as well as international shipments.
Cargo Tracing—Agents who specialize in the tracing of shipments and
personal luggage.
Best Air Travel Club—Agents who can provide information about Best
Air Travel Club benefits and air miles.
Vacations—Agents who can book vacation packages. Additional skillsets
specialize in American, European, Asian, and Pacific vacations.
James Jones is a booking agent with Best Air. He is a member of the Bookings
skillset. Through training courses, James became familiar with the company’s
vacation package offerings. After completing the courses, he was also assigned
to the Vacations skillset. Through subsequent courses, travel, and reading,
James developed additional expertise in European travel issues. He is now also a
member of the European skillset.
Skill-based routing
Skill-based routing uses skillsets to match callers with the agents who can best
meet their needs.
Example
Sandra Smith wants to book a vacation to Britain. She calls several airlines to
obtain information for the trip, including:
schedules and fares information
a British Rail pass
a list of bed-and-breakfasts in the cities she plans to visit
information about tour packages
When she calls Best Air, Sandra’s call is routed to the European skillset and
presented to James Jones. James can give her information about the British Rail
pass, along with a list of bed-and-breakfasts, and a description of the available
tour packages.
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Contact Center Management Standard 9.07
Calls in queue
Contact Center Manager Server must make the following decisions when
presenting calls:
If multiple agents are available, to which agent does it present the call?
If multiple calls are waiting, which call does it present first?
To choose an agent
If two agents are available to answer an incoming call, the server in Contact
Center Manager Server presents the call to the agent with the highest priority
level for the skillset to which the call is queued. A supervisor bases the priority
level of a skillset on the agent’s skill level for that particular skillset. You
typically assign a higher priority level to a skillset assigned to an agent with a
higher skill level, and assign a lower priority level to a skillset assigned to an
agent with a lower skill level. Priority levels range from 1 to 48, with 1 being the
highest priority for the skillset.
If more than one agent has the same priority, the server presents the call to the
agent with the greatest idle time. Your administrator can configure the Agent
Order Preference setting in the Global Settings area of the Configuration
component of Contact Center Manager Server to base idle time on one of the
following:
longest total time in Idle state since logon
longest time in Idle state since last status change
longest total time since last CDN/ACD call
To choose a call
If two calls are waiting in a skillset queue when an agent for that skillset
becomes available, Contact Center Manager Server uses the following criteria
(in the order shown) to determine which call to present first:
call priority—This is a numeric value assigned in a script that defines the
relative importance of a call. All priority 1 calls are always answered before
any calls of priority 2 or greater.
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Contact Center Management Standard 9.07
Example
The following example outlines how Contact Center Manager Server uses a
combination of call priority, call source preference, and call age preference to
present calls in the queue to agents.
In this example, the call source preference is network. Three calls are waiting in
the queue:
a priority 2 local call waiting in the queue for 1 minute
a priority 3 local call waiting in the queue for 3 minutes
a priority 3 network call waiting in the queue for 2 minutes
Because call priority is the first consideration when routing calls, Contact Center
Manager Server presents the priority 2 call first, even though it was in the queue
for the least amount of time.
Then, because call source preference is the second consideration when routing
calls, the server presents the network priority 3 call next, even though it was in
the queue for less time than the local priority 3 call. Finally, the server presents
the local priority 3 call.
If the administrator does not set the call source preference, the only two criteria
for routing calls are call priority and call age preference. Therefore, in this
example, the priority 2 call is still presented first, followed by the priority 3 local
call that was in the queue for 3 minutes, and lastly the priority 3 network call
that waited for 2 minutes.
For example, Best Air defined Bookings as the default voice skillset. Voice
contacts not queued by the end of the script execution are presented to agents
assigned to the Bookings skillset.
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Contact Center Management Standard 9.07
Your administrator can create activity codes and threshold classes to help track
your agents’ skillset activity more effectively in reports and real-time displays.
Activity codes
Agents can assign activity (line of business) codes to the calls they answer. The
system uses activity codes to track the amount of time spent on the various types
of incoming calls. To generate reports with meaningful activity code names,
your administrator must define these activity codes at the server.
To use this feature on the CS 2x00/DMS switch, your administrator must also:
enable the Line of Business feature on the switch
configure line of business codes in the ACDGRP table on the switch
Threshold classes
A threshold class is a set of options that determines how statistics are treated in
reports and real-time displays. You must assign an agent threshold class to each
agent; you must assign a skillset threshold class to each skillset.
Because you can define multiple threshold classes of each type, you can treat
statistics differently for different agents and skillsets.
Supervisor’s Guide 55
Contact Center Management Standard 9.07
Your administrator defines global properties for your system in the Global
Settings window of the Configuration component. The global skillset properties
that the administrator defines apply to all skillsets defined on your Contact
Center Manager Server. These properties include:
the system default skillset
the Recorded Announcement (RAN) route
the agent idle time preference
the delimiter used between fields in caller-entered data (for the CS 2x00/
DMS switch only)
(Networking option only) If the default skillset is a network skillset, calls not
queued by the end of script execution are queued to this skillset on the local
server.
In this section
Overview 58
Supervisor view 60
Agent view 68
Skillset view 74
Assignments view 77
Network Agent Admin view 96
Supervisor’s Guide 57
Contact Center Management Standard 9.07
Overview
Contact Center Management can be separated into the following five main data
views, each accessible from the View/Edit menu:
Supervisors (this is the default view that appears when you launch Contact
Center Management)
Agents
Skillsets
Assignments
Network Agent Admin
To switch from one view to the next, select the option from the View/Edit menu.
When you select any of these options, the system loads the corresponding type
of data in the system tree. Before you can work with each type of data, first click
a server name in the tree to log on to the server and view its agents, supervisors,
and skillsets. If you work in a networked environment (and have access to
multiple servers in the network), the system tree contains multiple servers with
each server representing a contact center in the network.
When you click Refresh, the system collapses the tree, closes the window in
which you are currently working, and reloads the Supervisor view. After the
Supervisor view reloads, you must select a server on which to log on to again.
For more information about each of these data views, see the corresponding
section in this chapter.
To create new users, select the desired option from the Add menu. You can
choose from Agent, Supervisor, or Supervisor/Agent. When you select one of
these options, the corresponding new user details window appears, in which you
can type the user’s properties. For more information about creating users, see the
Contact Center Manager Administration online Help.
To create new agents, in addition to the preceding option, you can also right-
click a supervisor in the system tree, and then select Add Agent from the
resulting menu.
To add multiple agents, supervisors, and supervisor/agents, you can use the
Create Many feature (or you can click Add > Many Users). To use this feature,
you must first add the unique user details to a comma-delimited file, and then
import the file into Contact Center Management. For details about this feature,
see “Adding multiple users” on page 63.
The servers that you can see and the windows that you can view in Contact
Center Management vary according to the access class that your administrator
assigns to you. If you cannot access a server, window, or a type of data that you
need to work with, contact your administrator. For more information about the
access class levels required to work in each of the Contact Center Management
windows, see the Contact Center Manager Administrator’s Guide.
Supervisor’s Guide 59
Contact Center Management Standard 9.07
Supervisor view
When you launch Contact Center Management, the Supervisor view appears.
To create saved and scheduled assignments, you must use the Assignments
view. For more information, see “Assignments view” on page 77.
To quickly assign agents to a supervisor, click the Assign Agents heading. The
search feature appears.
Select the Search Agents option to search for specific agents, choosing up to
seven criteria (first name, last name, login ID, department, comment, logged in,
or logged out), or to list all agents configured on the server (only those agents
included in the partitions and supervisor/reporting agent combinations assigned
to you).
Select the Search by Supervisors option to search for agents assigned or not
assigned to a supervisor.
When you click Search or List All, the agents appear in a new table.
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Contact Center Management Standard 9.07
To quickly find logged on agents, search by the Logged In search criteria. Use
the resulting table to quickly choose from all the logged on agents to whom you
have access on the current server.
When you find the agents you want to assign to the supervisor, select the Assign
check box beside their names, and then click Submit to immediately assign the
agents to the supervisor.
Use the drag-and-drop feature to assign agents to the supervisor, one agent at a
time. On the system tree in Supervisor view, locate the agent you want to assign
to the supervisor. Click the agent icon and, while still holding down the mouse
button, drag the icon over the desired supervisor icon. Release the mouse button
to immediately assign the agent to the supervisor.
You must have an access class that includes Add/Edit/Delete Agents and
Supervisors access to use the Create Many feature of Contact Center
Management to add multiple agents, supervisor/agents, or supervisors.
Nortel recommends that you perform this procedure during periods of low
contact center activity.
The procedure in this guide outlines the first option and involves two tasks:
Supervisor’s Guide 63
Contact Center Management Standard 9.07
1. Create the file containing the information for each new user you want to
create.
2. Select the user in Contact Center Management to use as a template, click
Create Many, and then click Browse to navigate to the file containing the
new users, and import the file.
D personal DN
E agent type
I agent key
If you use Microsoft Excel, type the unique attributes for each user in an
individual row, with each attribute in a separate column of the same row. Leave
blank columns for any optional attributes that you do not use (for example, the
personal DN). Each new line in the file represents a new user. Save the file with
the extension .csv in a folder accessible from the client PC.
If you use a text editor to create this file, type the values in one line, with each
value separated by a comma. If you want to omit one of the optional attributes
(for example, the personal DN), then you must use an additional comma to
indicate that you purposely omitted this field. If you omit two consecutive
attributes, then you must add another comma. Each new line in the file
represents a new user.
After you type the information, you must save it in a folder accessible from the
client PC. An example of the format of the file is as follows:
Kelly,Ciaran,1000,,Agent,,,,,
Donohoe,John,1001,,Agent,,,,,
Urquhart,David,1002,,Agent,,,,,
Morris,Tommy,1003,,Agent/Supervisor,2323,,,,,
When you import the file, the new agents inherit all the common attributes of the
original agent selected, and receive the unique elements in the file for each user.
In the Agent Details window, click Create Many. The New Agent, Supervisor,
or Supervisor/Agent window appears, listing the properties of the user you
selected in the previous step, but with the unique fields, such as name and login
ID, hidden.
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Contact Center Management Standard 9.07
Click Browse to find the comma-delimited file containing the users you want to
add.
Change any of the common properties for the new users you create. For
example, you can choose a new language, primary supervisor (if you create
agents), or a new call presentation class.
Click Submit to create the new users. The system saves the users under the
supervisor that you specified, and the agent or supervisor icons appear in the
system tree.
If errors occur in the file, a window appears telling you that errors were found.
You can ignore the errors and continue with the submit or stop to correct the
errors.
If you choose to continue, those agents without errors are successfully added and
those with errors are not. If you choose not to continue, none of the agents are
added. In both instances, a new window appears with a list of the agents not
added due to errors in the file. The login ID, agent name, and reason appear in
this list.
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Agent view
In the following section, the term agent also includes users who are supervisor/
agents, as you can use the Agent view to work with both types of users.
You can use the Agent view to search for particular agents or list all agents on a
server.
To open the Agent view, click View/Edit > Agents. Click a server in the system
tree to log on to the server and work with the agents configured on it. The
Agents List window appears. In this window, you can use the agent search boxes
to locate specific agents, or you can click List All to list all agents (included in
the partitions and supervisor/reporting agent combinations assigned to you) on
the selected server.
After you locate the desired agent, assuming you have the appropriate access
class, you can:
view the current logon status of the agent
view and edit the agent’s properties, including the agent’s assigned skillsets
and partitions
delete the agent from the server, or delete multiple agents simultaneously
quickly create a new agent by copying the current agent’s properties
For more information about creating multiple users, see “Adding multiple users”
on page 63.
To return to the list of agents that were returned using the agent search boxes or
the List All button, click the server in the system tree.
When you click either of these options, the Agent Details window appears, in
which you can view all the agent’s properties, such as name, login ID,
supervisor information, and, if you have the appropriate access class, the agent’s
assigned skillsets and partitions. You can also view the current logon status of
the agent and, if the status is Logged In, the TN at which the agent logged on.
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Use the User Details and Agent Information sections of this window to view and
change information about the agent, such as the name, login ID, user type, and
primary supervisor.
When you configure a SIP agent, you must configure the SIP URI and SIP
Terminal fields. The ACD Queue and ACD Queue Error fields are not present.
If you cannot view or assign partitions, contact your administrator. For more
information about access in Contact Center Management, see “Available data
and access privileges” on page 42.
Select the check box beside a partition name to assign the agent to the partition.
When you click Submit, the agent is automatically included in the partition you
indicated (and can, therefore, be viewed by the supervisors to whom this
partition is assigned).
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remove the agent from the partition in the Access and Partition
Management component. To improve performance, Nortel recommends
that you select this option.
Before you unassign an agent from a partition, ensure that the agent’s supervisor
can still see the agent in Contact Center Management, Historical Reporting, and
Real-Time Reporting, either because the agent is included in another partition
assigned to the supervisor, or because the supervisor is assigned a supervisor/
reporting agent combination (which automatically includes the agent).
Deleting an agent
From the Functions menu in Agent view, select Delete Agent.
Note: Alternatively, you can right-click the agent’s name in the system tree, and
select Delete Agent from the resulting menu.
You must have the Add/Edit/Delete Agents access level or higher to create
agents in Contact Center Management.
When you click Copy Agent Properties on the Functions menu, the following
properties from the existing agent appear in the New Agent Details window:
skillset assignment
department
user type
language
comment
supervisor
call presentation
threshold
agent key
To create the new agent, you must enter the first name, last name, and login ID.
You can also change any of the copied properties. Click Submit to save the
agent under the supervisor specified. The agent’s icon appears in the system
tree.
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Skillset view
Use the Skillset view to create new ad hoc agent-to-skillset assignments and
change the priority of skillsets already assigned to agents. Click
View/Edit > Skillsets to load skillset data in the system tree, and then click the
desired server in the system tree to log on to the server and work with the
skillsets and agents configured on it.
When you click a skillset in the system tree, the Skillset window appears, listing
the agents currently assigned and their priority for this skillset.
To log on to a server and view data in the Skillset view, your administrator must
assign to you the View Assignments access level or higher under the Skillset
Assignments access heading. If you do not have this access level or higher, then
you cannot log on to the servers in Skillset view and work with skillset
assignments.
To quickly reassign agents, you can search for agents currently logged on. You
can also use this view to simultaneously assign the same priority for a particular
skillset to a group of selected agents.
To immediately assign a new agent to the skillset, click the Assign Agents
heading. The agent search feature appears. To search for specific agents, select
from up to seven criteria (First Name, Last Name, Login ID, Department,
Comment, or Logged on or Logged off status) and click Search. Click List All to
list all agents configured on the server (only those agents included in the
partitions and supervisor/reporting agent combinations assigned to you). The
agents appear in a new table.
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From the list of unassigned agents, choose the skillset priority for each agent,
and then click Submit to save your changes. The agents are immediately
assigned to the skillset with the priority you chose.
To create saved or scheduled assignments, you must use the Assignments view.
For more information, see “Assignments view” on page 77.
Assignments view
In the Assignments view you can create, view and edit agent-to-skillset and
agent-to-supervisor assignments. Use the Run Now feature to run saved and
scheduled assignments immediately.
Click View/Edit > Assignments to load the assignment data in the system tree,
and then click the desired server in the system tree to log on to the server and
work with the assignments configured on it.
Assignment types
You can create two types of assignments in Contact Center Management:
Agent-to-supervisor assignments—Create agent-to-supervisor
assignments to temporarily assign multiple agents to a different supervisor
when supervisors are on breaks, are sick, are on vacation, or are taking a
course.
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Agent-to-supervisor assignments
To add an agent-to-supervisor assignment, click on a server in the system tree,
right-click the Agent Supervisor Assignments folder and select Add
Assignment. The New Agent to Supervisor Assignment window appears.
agent-to-skillset assignments
To add an agent-to-skillset assignment, click on a server in the system tree,
right-click on the Agent Skillset Assignments folder and click Add Assignment.
The New Agent to Skillset Assignment window appears.
In Assignments view, you can save and schedule an assignment to take effect at
a later date. You can also create a reset assignment to revert the contact center to
the original configuration that existed before the scheduled assignment was run.
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Reset assignments
When you create a scheduled agent-to-supervisor assignment or an agent-to-
skillset assignment in the Assignments view, you can create a reset assignment.
A reset assignment is a record of the original data that existed at the time you
created the assignment. For example, it contains a record of the original list of
agents assigned to a supervisor before you modify an agent-to-supervisor
assignment.
You can use a reset assignment to change and run the assignment as many times
as you require, and then run the reset assignment to return conditions to their
original state. This feature is particularly useful when you create an assignment
to cover agent or supervisor breaks, and then want to return conditions to their
normal state when the agent or supervisor returns to work.
Example
Supervisor Pat Jones takes a lunch break every day from 12:00 p.m. to 1:00 p.m.
You want to reassign Pat’s agents to Mike Smith every day from 12:00 p.m. to
1:00 p.m. To do so, follow these steps:
1. Create an agent-to-supervisor assignment that lists all of the agents
assigned to Pat.
2. Enter a name for the assignment, such as Lunchbox.
3. Select the Create Reset Assignment check box, and then click Save
Assignment.
When you create a reset assignment, the system saves it with the same
name as the original assignment, but adds two underscores (__) at the end
of the name. If you save the assignment as Lunchbox, the reset assignment
name is Lunchbox__.
4. Modify the Lunchbox assignment to reassign Pat’s agents to Mike and
schedule it to run at 12 noon every day.
5. Schedule the Lunchbox__ reset assignment to run every day at 1:00 p.m.,
thereby reassigning all Pat’s agents back to Pat when she returns from her
lunch break.
If you delete the assignment, the system deletes the corresponding reset
assignment.
You can modify a reset assignment just as you modify any other assignment.
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Example 3: Shifts
During the early morning and evening periods, few agents are available. As a
result, many skillsets are understaffed. Others, such as the Cargo Tracing
skillset, do not go into service until 9:00 A.M., and go out of service at 5:00 p.m.
Best Air’s contact center manager creates and saves an agent-to-skillset
assignment and reset assignment that lists all agents that are assigned to the
Cargo Tracing skillset. The manager modifies the agent-to-skillset assignment to
assign the agents to Bookings and schedules it to run during early morning and
evening periods.
When you log on to a server in the system tree, it expands to reveal the Agent
Skillset Assignments and Agent Supervisor Assignments folders. Click the
appropriate folder to view the list of assignments, and then click the assignment
name to open the assignment window and view the assignment details in a table.
Based on the type of assignment that you click in the system tree, either the
Agent-to-Skillset Assignment window or the Supervisor Assignment window
appears.
The following graphic shows the assignment details that appear when you click
an existing agent-to-skillset assignment in the system tree.
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To resize the Assignment Details table area, click on the vertical margin located
between the system tree and the Assignment Details table or the horizontal
margin located near the bottom of the window. Without releasing the button on
your mouse, drag the vertical margin left or right, or the horizontal margin up or
down.
To change the skillset priority of an agent, click the skillset box for the agent,
and select the new priority number. To put the agent in Standby mode for the
selected skillset, select Standby. Click or tab to another cell to register the
change. Click Save Assignment to save the change.
ATTENTION
Click or tab to another cell to register the change before you
click Save Assignment. Otherwise, the change does not
register and is lost.
Click or tab to another cell to register the change. Click Save Assignment to
save the change.
ATTENTION
Click or tab to another cell to register the change before you
click Save Assignment. Otherwise, the change does not
register and is lost.
To return the user to the table, click Refresh Table before you click Save
Assignment.
Go to Schedule button
To schedule the assignment, click Go to Schedule after you type assignment
information in the Assignment Details table. The Save/Schedule Assignments
section expands, in which you can type schedule details. For more information
about scheduling assignments, see “Example: To schedule an agent-to-skillset
assignment” on page 90. You can also consult the Contact Center Manager
Administration online Help for more details.
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When you enter the criteria for your search, use the and/or values in the last list
to append search criteria; to clear search criteria, choose the blank value from
this list. After you enter your criteria, click Search. In the resulting table, select
the check box beside the names of the agents to add to the assignment, or select
the Select All check box at the top of the column to select all agents, and then
click Update Table. The table shows the current logon status of the agents you
find through your search, enabling you to quickly assign logged on agents.
When you click Update Table, the selected agents and their current skillsets
appear in the Assignment Details table.
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You can click Go To Schedule under the Assignment Details table to jump
directly to this section.
For information about the boxes in this section of the window, see the Contact
Center Manager Administration online Help. To save or schedule an
assignment, enter an assignment name, and then choose the schedule type from
the Schedule Type list. You can choose Specific Date, Daily, Weekly, or
Monthly, with different schedule options for each choice.
To create a reset assignment, select the Create Reset Assignment check box.
When you finish scheduling your assignment, click Save Assignment, and then
click Schedule. The Next Run Time box indicates the next time the assignment
runs, relative to the Contact Center Manager Administration server time shown.
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If you do not want to review the assignment details before you run it, and if you
are sure of the assignment name, then in the tree, right-click the assignment
name, and then select Run Now from the resulting menu. The assignment runs
immediately.
3 Right-click the Agent Skillset Assignments folder, and from the menu,
click Add Assignment.
Result: The New Agent-to-Skillset Assignment window appears.
4 Click the Assignment Details heading to expand it.
5 Click the List Available Agents heading to use the agent search feature.
6 From the agent search lists, enter the search criteria for the three agents.
You can search by First Name, Last Name, Login ID, Comment,
Department, or logon status (either Logged In or Logged Out).
Tip: In this example, if you know that the last names of the agents are
Crowley, Crump, and Spry, you can enter the following:
7 Click Search.
Result: The agent names matching your search criteria appear in the
results table.
8 Select the Select All box in the heading row to select all of the agents
returned in the search.
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11 Review the skillsets in the Assignment Details table. To add new skillsets to
the table, click List Available Skillsets.
Result: The list of available skillsets (those not yet assigned to the agents
you selected) appears in a new table.
12 Select each skillset that you want to add to the table, and then click Update
Table.
Result: The skillsets appear in the Assignment Details table, along with the
agents you selected.
13 In skillset area of the Assignment Details table, for each skillset that you
assign to an agent, type the skillset priority number, or select the priority
from the Skillset list. Repeat this step for each agent.
The skillset priority numbers can range from 1 to 48, where 1 is the highest
priority and 48 is the lowest priority. You can also put the agent in Standby
mode for a skillset by typing or selecting Standby. To unassign the agent
from a skillset, leave the cell for this skillset blank.
14 After you type the last skillset priority number, click in any other box in the
same row of the table, or press Tab.
15 When you finish changing the skillset priority numbers, click Go to
Schedule.
Result: The system moves the focus to the Save/Schedule Assignments
section. The Save/Schedule Assignments heading is expanded.
16 In the Save Assignment As box, type the assignment name. This name
must be unique.
17 From the Schedule Type list, select Daily.
18 Beside the CCMA Server Time box, click Reset.
Click Reset to see the current Contact Center Manager Administration
server time. The system generates all scheduled assignments based on
this time, so you must take this time into account when scheduling your
assignments. For example, where you are, it is currently 9:00 a.m., but the
Contact Center Manager Administration server time is 11:00 a.m., 2 hours
later. Therefore, when you type a start time for your assignment, you type
the time when you want to run the assignment, plus 2 hours. In this
example, to schedule an assignment to run at 3:00 p.m., you type a start
time of 5:00 p.m., 2 hours later. When it is 5:00 p.m. at the Contact Center
Manager Administration server (and 3:00 p.m. where you are), the system
runs the assignment.
19 In the Start Time box, type the start time, based on the Contact Center
Manager Administration server time.
20 Click the triangle beside the Start Date box. A calendar appears, from
which you can select the start date.
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For details about creating, saving, and scheduling assignments, see the Contact
Center Manager Administration online Help.
You must have View Assignments access for both agent-to-skillset assignments
and agent-to-supervisor assignments to see both types of assignments in this
window. If you have access to only one assignment type, then you can see only
the schedules for that type of assignment. Likewise, you can see only
assignments scheduled on the servers on which your access class is configured.
With Schedule Assignments access, however, you can also use this window to
delete the schedules of the assignments listed, leaving the assignments intact on
the server. If you have View Assignments access or less, you cannot delete
schedules, you can only view the assignments.
To delete a schedule, select the assignment in the table, and then click Remove.
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You can use the Network Agent Admin view to search for agents by selected
agent properties or by skillset assignment across multiple servers in the network.
You can also use the Network Agent Admin view to view skillset assignments
for each agent and modify skillset assignment priority levels for each agent.
The servers available for searching appear in a list. To view a server in the list,
you must have the following access privileges for that server:
Access based on the CCM privilege for the CCM - Network Agent Admin
view access class element
None or higher for the CCM access class element.
When you click the first name or last name of an agent returned in the search,
the Agent Details window appears. When you click a skillset in the skillset table,
the Skillset view appears.
To launch Network Agent Admin view, from the menu click View/Edit >
Network Agent Admin.
When the search begins, a progress summary of the servers that respond
appears.
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The search results include the first name, last name, login ID, agent status, and
server of the agent. The search results are read-only, and you can sort the search
results by clicking the column headers.
Agent Details
Click the first name or the last name of an agent to view the agent details for that
agent. The Agent Details window appears in a new browser.
Click in the column to the left of the First Name column of an agent to view the
skillset assignments for that agent.
The skillset assignments for the selected agent appear below the search results.
Skillset view
Click a skillset in the Agent Details section to launch the Skillset view in a new
browser. Depending on your access and partition assignment, you can modify
skillset assignments in this view.
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Real-Time Reporting
In this chapter
What is new in Real-Time Reporting 102
To use real-time displays to monitor your contact center 106
Available data and access privileges 109
Overview of real-time displays 110
To work with real-time displays 117
Subtotals and totals in real-time display grids 134
Multipage displays 138
Chart displays 140
Graphical displays 150
Section A: Real-time statistics 163
Section B: Network-consolidated real-time displays 179
Agent
Skillset
Application
Consolidated Skillset
Consolidated Application
The standard filters are applicable to agent and skillset displays only. The
supervisors assigned to the user are the standard filters. If you select the
Supervisors heading, then all supervisor filters are selected. Similarly, if
you select the Custom heading, then all the custom filters are selected.
configure colors in standard tabular displays for values less than
threshold leve1 1—For private tabular real-time displays, you can now set
the color for statistics below the level 1 threshold value, in addition to the
existing threshold functionality in which you set the colors for statistics
between the level 1 and level 2 values, and above the level 2 threshold
value. If you do not assign custom threshold colors to the real-time
displays, the system assigns default colors. The default color for values that
reach between level 1 and level 2 is yellow, and the default color for values
that exceed level 2 is red. The color for Service Level% is slightly different,
however, with red appearing when the value is below level 1, and yellow
appearing when the value is between level 1 and level 2.
show agent’s personal DN—When you configure your agent map
displays, you can now determine whether the agents’ personal DNs appear
in the agent boxes in the agent map.
exclude logged out agents from agent map—When you configure your
agent map displays, select the Hide logged out Agents check box to view
only agents currently logged on when you launch the agent map. If you do
not select this check box, you see all agents in the filter that you attach to
the display, both logged on and logged off.
resize agent map (upwards)—In box view, you can use the zoom option
to resize agent map displays by making them larger (125, 150, 200, or 300
percent of their normal size). The resizing option does not apply to agent
maps in the icon view.
can change these colors in the Properties windows when you customize
your billboard displays. You can also set the color for statistics below the
level 1 threshold value. When the level 1 and level 2 threshold levels are
exceeded, or when the statistic is below the level 1 threshold, the
background of the billboard display changes to the color you specify for the
threshold level.
IVR tabular displays—Standard IVR displays are now available on a
CS 2x00 switch. The same fields on a CS 1000/Meridian 1 switch are
available on a CS 2x00 switch to create a custom IVR display.
IVR graphical displays—Users can create custom IVR Chart and IVR
Billboard displays. The same fields on a CS 1000/Meridian 1 switch are
available on a CS 2x00 switch to create the custom IVR Chart and IVR
Billboard displays.
You can monitor these situations for each site, or, if you work in a networked
environment and have access to a Network Control Center (NCC) server, you
can monitor all sites configured in your network by using the network-
consolidated real-time displays.
This section describes how to identify these situations from the standard real-
time displays (the public displays shipped with Contact Center Manager
Administration). You can also create your own custom real-time displays.
Agents unavailable
To determine how many agents are unavailable at a site, use the Standard Agent
display and the Standard Skillset display. To compare the statistics at all sites in
the network, use the Consolidated Agent Position Status Count display.
On the Consolidated Agent Position Status Count display, look at the following
columns:
In Service—Shows how many agents are logged on for this skillset at all
network sites.
Agents Waiting—Shows how many agents are waiting to take calls for this
skillset at all network sites.
Agent Not Ready—Shows how many agents logged on to this skillset are
in Not Ready state at all network sites.
Call volume
To examine call volume for a skillset at one site in the network, use the Standard
Skillset display. If you have the networking feature enabled, you can view the
call volume statistics for all sites in the network by using the Consolidated
Skillset display.
On the Consolidated Agent Position Status Count display, look at the following
columns:
In Service—Shows how many agents are logged on for this skillset at all
network sites.
Waiting—Shows how many agents are waiting to take calls for this skillset
at all network sites.
If you cannot access particular operations or views, or if you cannot view data
elements (for example Agents, CDNs, and Report Groups), contact your
administrator to request extra permissions on your user account.
Real-time displays provide up-to-date statistics for your contact center and its
resources. You can use these statistics to monitor your contact center and
determine its effectiveness.
copies of public displays that other users share with you by saving them in
the Public Graphical Displays folder. Only the creator of the private display
can access or modify it. To grant other users access to your private display,
you must save a copy of it as a public display.
Display formats
You can view the Contact Center Manager real-time displays in the following
formats:
Grid displays—Also called tabular displays, these displays are arranged in
table format, with the statistics appearing in rows and columns. Grid
displays contain subtotals of data either for each site in the network, for
each filter that you apply, or for each element in the display (for example,
each skillset), depending on the display configuration. Grid displays also
contain a grand total of all statistics in the display. For more information,
see “Subtotals and totals in real-time display grids” on page 134.
Chart displays—Two types of chart displays in Real-Time Reporting are
available: chart graphical displays that you configure and store on the
system tree under the server of your choice, and summary charts that you
can launch only from the grid displays. Summary charts summarize the
statistics shown in the grid display from which you launch them, in either
bar chart or pie chart format. You can launch a site summary chart from a
nodal grid display, and a network summary chart from a network-
consolidated grid display.
Agent maps—You can use agent maps to view a representation of all the
agents to whom you have access in your contact center in a single graphical
display. Each agent is shown as a color-coded position block that indicates
the agent’s first name, or last name (or both), agent state, time in state, login
ID, and, optionally, the agent’s position ID or personal DN. You can
customize your agent maps by choosing the threshold and agent state
colors, and by rearranging the agent map icons to represent your contact
center layout. You can also choose whether to display the following
combinations in the icon header:
agent first name, followed by last name
These displays provide you with an overall, real-time view of contact center
activities across multiple Contact Center Manager Servers. You can launch these
displays if you have access to a Network Control Center (NCC) server. For a list
of all the statistics columns included in the standard displays, see Section B:
“Network-consolidated real-time displays” on page 179.
The displays offer subtotals of activity for each Contact Center Manager Server
site in the contact center network, and a grand total of all statistics shown on the
display. For more information, see “Subtotals and totals in real-time display
grids” on page 134.
After you customize a private real-time display, you can share it with other
users by making a public copy of it. For grid displays, you can copy the
display to the Public Tabular Displays folder on the same server as the
private display, or across all servers to which you have access in the
network. For graphical displays, you can copy the display only to the Public
Graphical Displays folder on the server on which the private display is
stored. The copied display retains all your custom settings except filter
information.
Unlike chart and billboard graphical displays, for collections and billboard
collections, you need not make a private, custom copy of the display before
saving a copy of it as a public display. Instead, provided you have the
correct access class, you create a new public display just as you create a
new private display.
Like all standard public displays, public copies of private displays contain
no filter information. To add filters to these public displays, you can select
a filter while the display is running or make private copies of the public
displays first. Filters selected for a running public display are not saved
when the display is closed.
To delete these displays, you must have administrator privileges and be
logged on to the server as webadmin. For more information about making
public copies of private displays, see the Contact Center Manager
Administration online Help.
You can apply color schemes, add custom formulas, and insert or remove
statistics columns. You can also apply filters to most of the real-time displays
(all except the Standard Nodal, IVR, and Route displays). You can use filters to
specify the skillset, application, and agent data that you want to see in your
displays. In addition, you can apply supervisor/reporting agent combinations for
your private, custom agent displays only. For more information, see “To assign
supervisor/reporting agent combinations to Real-Time Displays” on page 129.
You can also share your custom real-time displays with other users by making
public copies of them. For more information, see “To make public copies of
Private Tabular Displays” on page 131.
If you cannot view data in the selected mode, verify that the administrator
enabled the mode of your choice on Contact Center Manager Server using the
Real-Time Statistics Multicast configuration tool. The administrator sets the
interval. Intervals can range from 15 minutes to 24 hours.
From the Real-Time Reporting main window, you can log on to any of the
servers shown on the system tree, subject to access class restrictions, and work
with their public or private displays.
Private displays appear under a server only after you create them.
Real-Time display
To launch a display with its default properties directly from the system tree,
double-click the display name. The grid display appears in a separate window
and updates at the default refresh rate for public displays, or at the rate that you
specify for private displays.
The default refresh rate for public displays varies based on the type of display
that you launch:
Network-consolidated displays have a default refresh rate of 5 seconds.
The Standard Agent nodal display has a default refresh rate of 1 second.
All other standard nodal displays have a default refresh rate of 2 seconds.
Non-staffed skillsets
In a launched skillset real-time display grid (either public or private), you can
click the Non-Staffed Skillsets button to view all the skillsets in your partition
that currently have no agents logged on.
ATTENTION
The fastest rate at which real-time data from Contact
Center Manager Server can reach the end user in Contact
Center Manager Administration is equal to the highest
value among the following settings:
the Multicast Rate (set on Contact Center Manager
Server)
the Output Rate (set on the Contact Center Manager
Administration server)
the Transform Rate (set on the Contact Center Manager
Administration server)
Example
If the Contact Center Manager Server Multicast Rate is set
to 2 seconds, the Contact Center Manager Administration
server Transform Rate is set to 1 second, and the Contact
Center Manager Administration server Output Rate is 7
seconds, then the data on the client PC does not refresh
faster than every 7 seconds, regardless of the refresh rate that
you choose in Real-Time Reporting.
If the refresh rate that you set for your private real-time
displays is faster than the rate at which the Contact Center
Manager Administration server sends real-time data, your
displays refresh at the rate you set, but you do not see
changes to your data in every refresh cycle. Contact your
administrator for more information about the rates set on the
Contact Center Manager Administration server and the
server in Contact Center Manager Server.
the path for summary charts that you export as either .bmp or .jpg files, and
file name prefix for grid displays that you export to the Contact Center
Manager Administration server
the grouping of the first three columns in the network-consolidated displays
(not shown in the following graphic). The order that you specify affects the
subtotals that you see in the display. For more information, see “Subtotals
and totals in real-time display grids” on page 134.
the colors of the display rows (the filter and site subtotals and grand total)
the display title
the font size of the statistics shown in the display
whether you want to make a public copy of your private display across all
servers in the network to which you have access, or on the selected server
only
For private network-consolidated displays, you can choose the order of the three
system columns in the Properties tab. The order you choose determines the
subtotals shown in the display. For more information, see “Subtotals and totals
in real-time display grids” on page 134.
You can remove, rename, and arrange the order of the statistics columns in your
private displays. In addition, for nodal displays only, you can add new columns
and custom formulas to the displays, and you can assign threshold colors to
some of the display columns.
Formulas
Real-Time Reporting includes some system-defined formulas, such as the
Average Answer Delay. You cannot change system-defined formulas. However,
your administrator can create custom formulas by combining existing fields and
mathematical operators. You can then add these custom formulas to your private
nodal displays just as you add any other type of statistics column.
For more information about customizing your displays, see the Contact Center
Manager Administration online Help.
In the following display, for example, there are two threshold conditions in the
Sales filter, as shown in the subtotal line.
To view the statistics that exceed the threshold levels, manually expand the
section by clicking the plus sign (+) beside the filter name.
You can use filters to specify the skillsets, applications, and agents that you want
to see in your private real-time displays.
After you apply filters to the real-time displays, you no longer have to scan data
not applicable to you. For example, if you are the supervisor in the Sales
department, you can create a filter containing data applicable only to Sales and
apply it to your private real-time displays.
You must create and save the filters in the Filters window of Real-Time
Reporting before you can assign them to the real-time displays.
You can apply as many filters as you want to each display. However, if you
include the same skillset or application in two or more filters on one real-time
display, to accurately provide the total values, the system discounts duplicates in
the total calculation. For example, on one real-time display, if you specify that
filter 1 includes Toronto Sales, Toronto Marketing, and Toronto Customer
Service, while filter 2 includes Toronto Sales, Montreal Sales, and Vancouver
Sales, the network total includes only one Toronto Sales value.
After you create filters, you can apply them to your private real-time displays in
the Filters tab.
Data elements appear in the display only if collected real-time statistics are
available for the element. If no reported real-time statistics are available for
the element, the element does not appear in the display.
For more information about configuring and assigning filters, see the Contact
Center Manager Administration online Help for Real-Time Reporting.
ATTENTION
If the supervisor/reporting agent combination and the filter
assigned to a display each contain the same agent, then this
agent appears twice when you launch the display. Therefore,
to avoid duplicated data, configure the filter so that it does not
contain any of the same agents as the supervisor/reporting
agent combination.
Example
The following Standard Skillset display shows the Filters tab for that custom
display, which contains filters the user created and a supervisor/reporting agent
combination for supervisor Sandra Donnelly (and all her reporting agents).
Dynamic filters
Based on the type of partition that your administrator assigns to you, the
information available for selection in the filters that you create can automatically
update to reflect new agents assigned to you. For example, if your administrator
assigns to you a standard partition containing all agents in Real-Time Reporting,
then any filters that you create containing agents automatically update as you
receive new agent assignments. However, if your administrator assigns to you a
When you save a public display, you share it with all users who have access to
Public Graphical Displays on the selected server. These users can launch the
display and view its properties, but they cannot edit or delete the display. Only
the creator of the display and the user webadmin can edit or delete the display.
After you make a public copy of a private display, only the administrator (when
logged on as webadmin) can delete the display. To modify the display, you or
any other user must first make a private copy of it.
The subtotals shown in the real-time display grids differ according to the type of
display (nodal or network consolidated), and whether you applied filters to the
display. You can choose the colors for the subtotal lines in the Properties tab.
For more information, see “To configure private display properties” on page
121.
For statistics such as Agents Staffed, Agents Active, Agents Not Ready, and
Agents Idle, the displays do not show the totals because one agent is typically
assigned to more than one skillset, which makes these totals misleading.
You can arrange the order of these three columns when you customize your
private network-consolidated real-time displays. For more information, see “To
configure private display properties” on page 121.
The network total at the bottom of the display shows a summary of all the
statistics in the display. The system calculates the network total differently for
each of the two types of statistics shown in the displays:
For raw statistics, such as the total number of calls answered, the network
total is the sum of all filter group subtotals.
For calculated statistics, such as the average answer delay, the network total
is the amount reached after adding up all individual statistics in the column
and applying the appropriate formula to the sum. The subtotal values in the
column are not used in this calculation.
Multipage displays
When you launch a display with a large amount of data, a row of numbered links
appears at the bottom of the display, with each link representing a page in the
series. To view each page, click the numbered links, or use the Next and Prev
(Previous) links. You can use this feature to flip from one page to the next
without having to scroll through many lines of data.
Example
You launch the Standard Agent display for the Toronto site, a contact center
with over 200 configured agents. In the resulting display, a numbered bar
appears at the bottom of the display, indicating how many consecutive pages are
available to view. Click any of the numbers to move from one page to another,
or use the Prev and Next links.
When you sort the columns in a multipage display, you sort the columns across
the series of pages, not just on the individual page.
Chart displays
You can launch two types of chart displays in Contact Center Manager
Administration: summary charts and chart graphical displays that you configure
and store in your Private or Public Graphical Displays folder.
Summary charts
You can launch summary charts only from the grid displays. This type of chart
summarizes the statistics shown in the grid display from which you launch it, in
either bar chart or pie chart format.
To launch a site summary chart, either click Site Summary in nodal grid
displays, or click the site name in a network-consolidated display.
The following example shows a pie chart site summary for the Toronto site that
was launched from the application display.
The following example shows a network summary chart launched from the
Network Consolidated Skillset display.
Chart properties
You can create application, IVR, and skillset chart displays. When you create
these custom displays, you can specify:
the statistics of your choice
whether you want to see the chart in color or black-and-white
the path for exporting a snapshot of the chart. For information about
exporting, see “To export real-time displays” on page 158.
the data collection mode (either moving window or interval-to-date)
For summary chart skillset displays, the total for statistics such as Agents
Staffed, Agents Active, Agents Not Ready, or Agents Idle is shown as zero (0)
because one agent is typically assigned to more than one skillset, which makes
these totals misleading.
Chart formats
You can specify the following chart formats:
Nodal chart displays—You can choose from horizontal or vertical bar
chart or pie chart format.
Network-consolidated chart displays—You can choose from horizontal
or vertical stacked bar format, or horizontal or vertical line plot format.
For a summary of all the chart formats for each element type, see the following
table.
Example
You want to create a nodal application chart display that shows the real-time
data for the Master_Script application on the Toronto server. You want to
monitor the following statistics:
Calls Offered
Calls Answered
Calls Abandoned
Calls Given Terminate
Calls Waiting
When you open the New Graphical Display window, you type the name of the
new display, choose the Toronto server, the Application element type, and the
statistics for each application chart type.
Click Edit Properties to open the Chart Properties window, in which you can
choose the application, select the statistics, type the title of the new graphical
display, and choose the data collection mode.
After you customize the display, click Submit to save your changes, and then
click Launch to view the new graphical display.
The following example shows a skillset chart display in which the statistic Calls
Answered is monitored for the three skillsets: Support, Sales, and Marketing.
For summary chart skillset displays, the total for statistics such as Agents
Staffed, Agents Active, Agents Not Ready, or Agents Idle is shown as zero (0)
because one agent is typically assigned to more than one skillset, which makes
these totals misleading.
Graphical displays
In addition to chart graphical displays, you can also create the following types of
graphical displays in Real-Time Reporting:
agent maps
billboards
collections
billboard collections
Agent maps
Agent maps are graphical displays that use blocks or rectangular icons to
represent agents in the contact center. Each block contains details about the
agent, such as the agent’s name, login ID, time in state, and current agent state.
Before you can create and launch an agent map, you must assign either a filter
containing agents or a supervisor/reporting agent combination to the display. For
more information, see “Agent maps and filters” on page 154.
When you first launch an agent map, it defaults to box view. In this view, all
agent blocks are initially minimized, but you can still see the agent details in a
small pop-up window by hovering your pointer over each block. Click the
square icon in the upper-right corner of each box to maximize the box and see
the agent’s details. The box background color represents the agent state, while
the text color—if other than black—represents a threshold level (the box must
be maximized to see the text).
When you configure the agent map, you can choose whether you want the text to
flash in the box view when a threshold is exceeded.
Box view
Zoom option
In box view, use the zoom option to resize agent map displays by making them
smaller (75 or 50 percent of their normal size) or larger (125, 150, 200, or 300
percent of their normal size). The resizing option does not apply to agent maps
when they are shown in icon view. When you resize an agent map, the text
within the agent blocks is also resized, and the relative position of the icons is
maintained. If you resize an agent map to 50 percent of its normal size, then the
spacing between the agent map icons is reduced by 50 percent. To resize the
agent map, select the appropriate size from the Zoom list.
Zoom list
Click Icon View to switch to icon view, in which each agent is represented by a
small icon that changes color according to the agent’s state and whether a
threshold value is exceeded.
Icon view
You can choose the colors for the threshold alerts, specify the way you want the
agent name and login ID to appear in the icon header, and specify if you want
the agent map to pop to the front when a threshold level is exceeded.
Optional fields
You can add one of two optional fields when you configure your agent maps: the
agent’s personal DN or the position ID. (You need not choose either of these
values; they are optional.) When you choose one of these values, save your
custom display, and then launch the agent map in box view, the value appears
along with the other default values in each box.
When an agent’s activity changes, the background color in the agent’s block
changes accordingly.
The following graphic shows the list in the Agent Map Properties window from
which you can choose the icon header format.
Threshold alerts
Threshold alerts are available for agent maps when the statistic values exceed
the threshold values set by the administrator. You can choose a color for
statistics that exceed the level 1 threshold value, and another color for statistics
that exceed the level 2 value. When the threshold values are exceeded, the text in
the maximized agent blocks (in box view), or the agent icon (in icon view),
changes color accordingly. You can also specify whether you want the agent
map to pop to the front when a threshold value is exceeded.
In box view, you must maximize the agent blocks to see the text change color
when a threshold is reached; the text in the title bar of minimized agent blocks
does not change color.
Linked display
When you customize your agent map display, you can choose which grid display
to launch when you click Linked Display in the agent map. You can choose
from all the displays to which you have access on the selected server (private,
public, and standard displays).
To launch the real-time display grid that you chose to link to the agent map,
click Linked Display. If you chose no display, then the Standard Agent display
launches by default.
You cannot configure agent maps on the Network Control Center server.
For step-by-step procedures for creating and configuring agent maps, see the
Contact Center Manager Administration online Help for Real-Time Reporting.
Billboards
When you configure a billboard, you can choose one statistic that you want to
monitor closely, such as the number of calls waiting, and one skillset or
application. Alternatively, you can select Summary to view:
a summary of all IVR queues on the selected server
a summary of the statistics for all applications or skillsets in your partition:
on the selected server (for nodal graphical displays)
For example, you can monitor the number of calls waiting for the Sales skillset.
When you launch the billboard, the statistic appears as a large colored number
that updates at the default refresh rate of 5 seconds.
You can configure billboards only for the nodal skillset, application, and IVR
displays, and for all three network-consolidated displays. When you double-
click the billboard, the corresponding real-time display grid appears.
You can specify the billboard title, select the statistic that you want to monitor,
and choose the font colors for the statistic and the threshold levels. You can also
choose the default background color. The default background color of billboard
displays is shown until a threshold value is exceeded, at which time it changes to
the color you specify for the threshold level, and the font changes to black. You
can also specify if you want the billboard to pop to the front when a threshold
level is exceeded.
When a billboard pops to the front, it only pops to the front of the browser
session from which you launched it. Billboards do not pop in front of other
browser sessions or other open applications on your desktop.
When you create skillset billboards and you select statistics such as Agents
Staffed, Agents Active, Agents Not Ready, or Agents Idle, the total for this type
of statistic across multiple skillsets can be misleading because agents are
typically assigned to more than one skillset. Therefore, when you select any of
these statistics and you choose the Summary option, the system notifies you that
the statistic is not available when you launch the billboard.
For step-by-step procedures for creating and configuring billboards, see the
Contact Center Manager Administration online Help for Real-Time Reporting.
Collections
You can create four types of collection displays in Contact Center Manager
Administration:
public or private collections—A collection is a grouping of real-time
displays shown in the same window. The advantage of using collections is
that you can monitor different displays and different types of statistics at
the same time. If you choose to create a public collection, then you can
share it with other users who have access to the server on which you created
it. These users can launch the display. If you create a private collection, it is
saved in your Private Graphical Displays folder and only you, the creator of
the display, can access it.
public or private billboard collections—A billboard collection is a user-
definable grouping of data windows that can include a combination of up to
25 billboard displays. Just like regular collections, if you choose to create a
public billboard collection, then you can share it with other users who have
access to the server on which you created it. These users can launch the
display. If you create a private billboard collection, it is saved in your
Private Graphical Displays folder and only you, the creator of the display,
can access it.
When you configure a collection, you can specify a maximum of six displays of
any type, except an agent map display or another collection. Each display in the
collection functions according to its own settings and properties.
You can choose from only those displays that exist on the server on which you
configure the collection. Therefore, you must configure the graphical displays
on the server before you can include them in your collection.
If you do not specify a custom location for exporting chart displays, the
system automatically exports them to your desktop.
The system saves the grid as an HTML file with the file name
userid_prefix_date_time.htm.
The userid is your Contact Center Manager Administration server user ID.
The prefix is a title that you can give the display when you customize its
properties (for more information, see “To configure private display
properties” on page 121). If you do not specify a custom prefix, the system
provides a default prefix.
The date_time is the timestamp when you export the display.
Example
Your user ID is walshm, and you specify a grid export prefix for the Standard
Agent display of StdAgt. You export the Standard Agent display to the Contact
Center Manager Administration server on July 14, 2005 at 2:24:04 p.m. The
system saves the file with the name walshm_StdAgt_20050714_142404.htm.
To access real-time display grid files that you export to the Contact Center
Manager Administration server, you can use the Exported displays window in
Real-Time Reporting. You can also use the Exported displays window to view
all exported files, and to delete the files that you no longer want to keep. To view
an exported file, click the file name. The file appears in a separate browser
window.
The system saves the network summary charts with the file name
DisplayType_date_time.[file extension].
The DisplayType is either Ntwk_Skillset, Ntwk_Application or
Ntwk_Agent PositionCount, depending on the display from which you
launch the summary chart.
The date_time is the timestamp when you export the chart.
The file extension is either .jpg or .bmp.
The system saves the site summary charts with the file name
DisplayType_sitename_date_time.[file extension].
The DisplayType is StandardSkillset, StandardApplication, StandardAgent,
StandardNodal, StandardIVR, or StandardRoute, depending on the display
from which you launch the summary chart.
The sitename is the name of the Contact Center Manager Server from
which you launched the display.
The date_time is the timestamp when you export the chart.
The file extension is either .jpg or .bmp.
Example
You export the Network Consolidated Agent Position Status Count network
summary chart as a .bmp file on June 29, 2000 at 2:23:07 p.m. The exported file
name is Ntwk_AgentPositionCount_20000629_142307.bmp.
To access summary charts that you export, navigate to the location that you
specified while customizing the corresponding network-consolidated or nodal
real-time display. If you did not specify an export path, the file is exported to
your desktop.
network or site summary charts (as .bmp or .jpg files). The path must be in
the format \\<server_name>\<folder_name>\. For example, to save the
summary chart on the server called Contact Center and in a shared
network folder called Displays, type \\Contact_Center\Displays\. You
must include the closing slash (\). If you do not include it, the chart does not
save correctly.
4 Click Submit to save your changes.
Overview 164
Types of calls 165
Types of real-time statistics 168
Pegging agent state 174
Overview
The Contact Center Manager Server can collect the following types of real-time
statistics:
agent
application
IVR (CS 1000/Meridian 1 switch only)
nodal call count
route
skillset
For a detailed description of the statistics shown in each real-time display, see
the online Help included with Real-Time Reporting.
Type Description
Types of calls
This section describes the following types of calls: Contact Center Manager
Server calls, Automatic Call Distribution (ACD) calls, Network Automatic Call
Distribution (NACD) calls, and Directory Number (DN) calls. The system
tracks calls and presents the corresponding statistics differently according to the
type of call. For detailed descriptions of the types of real-time statistics shown in
the Real-Time Reporting displays, see the online Help included with the
application.
Tracking
Contact Center Manager Server calls are tracked from the time that a call
notification message arrives from the switch until the call is:
abandoned
routed to the default DN
given Force Disconnect command
given Busy treatment
given Overflow treatment
given Queue to NACD treatment
given Queue to Network Skillset treatment, and then:
abandoned
answered
ACD calls
ACD calls are calls to an Automatic Call Distribution Directory Number
(ACD-DN) that are presented to a phoneset acquired by Contact Center
Manager Server. ACD calls are distributed to agents in an ACD group based on
the routing table defined on the switch.
Networking statistics only contain calls controlled by the server. They do not
include ACD calls.
Tracking
For ACD calls, the server does not record information about call activity on the
switch. ACD calls are tracked from the time they are answered at a phoneset
acquired by Contact Center Manager Server. Therefore, the server does not
record the following statistics for ACD calls:
calls offered
calls waiting
calls abandoned (and abandon delay)
calls returned to queue
NACD calls
NACD calls arrive at the server through a network ACD-DN and are presented
to a phoneset acquired by Contact Center Manager Server.
Delay and abandon statistics are not available for NACD calls.
Tracking
For NACD calls, the server does not record information about call activity on
the switch. NACD calls are tracked from the time they are answered at a
phoneset acquired by Contact Center Manager Server. Therefore, the server
does not record the following statistics for NACD calls:
calls offered
calls waiting
calls abandoned (and abandon delay)
calls returned to queue
DN calls
DN calls are presented to the DN key of a phoneset acquired by Contact Center
Manager Server. They are usually personal calls. The server only pegs DN calls
in the agent performance statistics. Activity code and application statistics do
not include DN calls. DN calls can also include outbound calls that the agent
dials.
Tracking
DN calls are tracked from the time they are answered at a phoneset acquired by
Contact Center Manager Server. The server does not track activity for calls
automatically redirected by the switch, including:
Hunting
Call Forward—Busy
Call Forward—All Calls
Call Forward—No Answer
For the CS 2x00/DMS switch, only one DN key can be configured in the
Phoneset Properties sheet and monitored by Contact Center Manager Server.
Activity on other DN keys is not reported.
Agent statistics
Agent statistics provide information pertaining to a Contact Center Manager
Server agent. The data fields are pegged based on agent activities. A supervisor
can use these statistics to monitor an agent’s current state in the real-time
displays.
Type: Cumulative/Total
This total does not include the number of ACD or NACD calls answered by
agents.
Type: Cumulative/Total
Type: Cumulative/Total
Pegging thresholds
Your administrator can define agent threshold classes with different threshold
values for settings such as On Hold and Reserve. Therefore, the value for On
Hold and Reserve can vary from one agent to another. For more information
about threshold classes, see the Contact Center Manager Administrator’s Guide.
Application statistics
Application statistics provide performance data for application. The statistics
provide a means to monitor an application’s contribution to the operation of a
contact center.
Script
A script is defined as a set of instructions that relate to a particular type of call,
caller, or set of conditions, such as time of day or day of week.
Application
An application is a logical entity that represents a script for reporting purposes.
The Master script and each script that it references (that is, each primary script)
have an application with the same name as the script name.
Pegging
When a call enters Contact Center Manager Server, it is handled by the Master
script. Most calls are handed off by the Master script to a primary script. The
primary script can hand off the call to a secondary script. A description of calls
handled by a Master script, a primary script, and a secondary script follows:
Calls handled by a Master script—If the call does not leave the Master
script, all time delays and events (such as call treatments) are pegged
against the Master_Script application.
Calls handled by a primary script—If a call is handed off to a primary
script, all events occurring up to the handoff are pegged against the
Master_Script application. Events that occur after handoff are pegged
against the primary application.
Calls handled by a secondary script—If a call is handed off to a
secondary script, all delays and events are pegged against the primary
application.
Note: If a script is referenced by both the Master script and a primary or
secondary script, calls passing through the script are pegged against the
Master script.
Pegging thresholds
Your administrator can define application threshold classes with different
threshold values for settings such as Calls Abandoned and Calls Answered After
Threshold. Therefore, the value for Calls Abandoned and Calls Answered After
Threshold can vary from one application to another. For more information about
threshold classes, refer to the Contact Center Manager Administrator’s Guide.
IVR statistics
Interactive Voice Response (IVR) statistics, which apply only to the CS 1000/
Meridian 1 switch, provide performance measurement information for each IVR
queue. These statistics provide a means to monitor the usage of the port
resources of an IVR queue from a real-time perspective.
Restrictions
IVR statistics might not be available if you use a third-party IVR application
instead of a Meridian Mail application.
Pegging thresholds
Your administrator can define IVR threshold classes with different threshold
values for settings such as Calls Answered and Calls Answered Delay.
Therefore, the value for Calls Answered and Calls Answered Delay can vary
from one IVR ACD-DN to another. For more information about threshold
classes, refer to the Contact Center Manager Administrator’s Guide.
Nodal statistics
Nodal statistics provide accounting information for each site. These statistics
provide a means to monitor the nodal performance of call handling from a real-
time perspective.
Pegging thresholds
Your administrator can define a nodal threshold class with different threshold
values for settings such as Calls Answered and Network In Calls Answered. For
more information about threshold classes, refer to the Contact Center Manager
Administrator’s Guide.
Route statistics
Route statistics apply only to the CS 1000/Meridian 1 switch. Route statistics
provide all trunks busy (ATB) information for each route.
Pegging thresholds
Your administrator can define route threshold classes with different threshold
values for settings such as All Trunks Busy Time and Short Call. Therefore, the
value for All Trunks Busy Time and Short Call can vary from one route to
another. For more information about threshold classes, refer to the Contact
Center Manager Administrator’s Guide.
Skillset statistics
Skillset statistics provide performance information on a per-skillset basis. These
statistics provide a means to monitor the real-time performance of active
skillsets that your contact center offers to incoming calls.
Pegging thresholds
Your administrator can define skillset threshold classes with different values for
the Service Level Threshold and the Length (Talk Time) of a short call.
Therefore, the value for service level and short call length can vary from one
skillset to another. For more information about threshold classes, refer to the
Contact Center Manager Administrator’s Guide.
The following table shows how agent state pegs in reports for several different
Incalls and DN key statuses. The table does not distinguish between internal and
external DN calls, which peg separately for the Communication Server 1000/
Meridian 1 PBX switch.
If the agent key status is Agent time pegs against the following states:
Walkaway time
Not ready time
Waiting time
Talk Time
Hold time
Ring time
DN key
Incalls key (see Note 1)
Idle Incoming DN • • •
(see Note 2) call on hold
Idle Outgoing DN • •
call active
Idle Outgoing DN • • •
(see Note 2) call on hold
Idle Incoming DN •
call ringing
If the agent key status is Agent time pegs against the following states:
Walkaway time
Not ready time
Waiting time
Talk Time
Hold time
Ring time
DN key
Incalls key (see Note 1)
If the agent key status is Agent time pegs against the following states:
Walkaway time
Not ready time
Waiting time
Talk Time
Hold time
Ring time
DN key
Incalls key (see Note 1)
If the agent key status is Agent time pegs against the following states:
Walkaway time
Not ready time
Waiting time
Talk Time
Hold time
Ring time
DN key
Incalls key (see Note 1)
Note 1: Not Active for the DN key status means that no DN calls are present.
Note 3:
Busy on Misc. time for Communication Server 1000/Meridian 1 PBX only.
Outgoing DN calls talk time for Communication Server 2100/DMS only.
Note 4: This does not peg if the active skillset contact is an outbound campaign
contact.
In this section
Overview 180
Consolidated Agent Position Status Count display 181
Consolidated Skillset display 182
Consolidated Application display 183
Overview
Unlike the nodal real-time displays included with Real-Time Reporting, you
cannot add custom formulas or new statistics columns to the network
consolidated real-time displays. However, you can rename, rearrange, and delete
the columns when you save copies of the standard public network-consolidated
displays in your private displays folder. Threshold alerts also apply to the
network-consolidated real-time displays, but you cannot choose custom colors
for them. Instead, statistics in the displays that exceed the level 1 threshold value
appear in yellow, while those that exceed the level 2 value appear in red.
This section lists the fields included in each of the standard public displays. For
detailed descriptions of the fields, see the online Help included with the
application.
In this display, you can view information about the number of agents across the
network who are in service, waiting to receive calls, or not ready to receive calls,
as well as statistics on the number and type of skillset and DN calls that the
agents are handling.
On the CS 2x00/DMS switch, agents cannot press the Emergency key while
they are in conference with another agent.
Column descriptions
The standard Consolidated Agent Position Status Count real-time display
contains the following columns:
Site Name
Skillset Name
Agents Waiting
Agents in Service
Agents not Ready
Agents on Skillset Calls
Agents on Network Skillset Calls
Agents on Other Skillset Calls
Agents on DN Calls
Agents on ACD-DN Calls
Agents on NACD-DN Calls
In this display, you can view the number of local and incoming network calls
handled by each skillset defined in all contact centers across a network. For
example, you can see the number of calls handled in each contact center by
agents with the Marketing skillset.
Column descriptions
The standard Consolidated Skillset display contains the following columns:
Site Name
Skillset Name
Total Calls Waiting
Total Calls Offered
Total Calls Answered
Total Calls Abandoned
Total Calls Average Answer Delay—The average answer delay for all calls
answered by agents with this skillset. Formula: Total Calls Answered
Delay / Total Calls Answered.
Service Level Percentage—The service level percentage calculated for this
skillset based on the number of CDN and networking calls answered and
abandoned. Formula: {1– [(Total Calls Answered After Threshold + Total
Calls Abandoned After Threshold) / (Total Calls Answered + Total Calls
Abandoned)] * 100}
Network In Calls Waiting
Network In Calls Offered
Network In Calls Answered
Maximum Waiting Time
Longest Waiting Time Since Last Call
In this display, you can view the number of local and incoming network calls
handled by each application within all contact centers across a network. For
example, you can see the number of calls handled in each contact center by the
Marketing application.
Column descriptions
The standard Consolidated Application display contains the following columns:
Site Name
Application Name
Total Calls Waiting
Total Calls Arrived
Total Calls Answered
Total Calls Abandoned
Average Answer Delay—Formula: Total Calls Answered Delay / Total
Calls Answered)
Service Level Percentage—The value is calculated for this application
based on the number of CDN and networking calls answered and
abandoned. Formula:}1- [(Total Calls Answered After Threshold + Total
Calls Abandoned After Threshold) / (Total Calls Answered + Total Calls
Abandoned)] * 100}
Network Out Calls Waiting
Network Out Calls Requested
Network Out Calls Routed
Network Out Calls Answered
Network Out Calls Abandoned
Network Average Answer Delay—The average answer delay for all calls
networked out from this application and answered at remote sites. Formula:
Network Out Calls Answer Delay / Network Out Calls Answered
In this chapter
What is new in Agent Desktop Display 186
About Contact Center Manager Agent Desktop Display 187
Display formats 188
Real-time statistics column descriptions 189
The application continually verifies that the agent is logged on to the server in
Contact Center Manager Server by checking with the Contact Center Manager
Administration server once every minute. It also checks the list of skillsets
assigned to the logged on agent once every 3 minutes and updates the display
accordingly.
Before you or any of your agents can use Agent Desktop Display, your
administrator must install and configure the software on the Contact Center
Manager Administration server and on each client PC used to access the
displays. You must also have the Real-Time Reporting component installed and
configured on the Contact Center Manager Administration server for Agent
Desktop Display to function properly.
Display formats
To switch between the one-line display and the tabular display, right-click the
window and select the display type of your choice from the resulting menu. You
can also choose the language for the statistic names and menu items shown in
the display. For more information about using Agent Desktop Display, right-
click in the display and select Help from the resulting menu.
Each skillset listed in Agent Desktop Display can display any one of the
following listed statistics on the client PC.
Skillsets assigned the Standby priority are not displayed in Contact Center
Manager Agent Desktop Display.
Calls answered after ANS THRESH The number of local and incoming
threshold network CDN calls answered after
a delay greater than or equal to the
service level threshold for this
skillset.
Expected wait time EXPECT WAIT The time that a new local or
incoming network CDN call is
expected to wait before an agent
with this skillset answers it.
Longest waiting time LWT LASTCL The longest waiting time of all idle
since last call agents currently waiting to answer
calls for this skillset. The time is
calculated since the agent’s last
call. The timer for idle time is reset
to zero (0) when an agent answers
a call.
Longest waiting time LWT LOGIN The longest waiting time of all idle
since login agents currently waiting to answer
calls for this skillset. The time is
calculated since the agent logged
on. The timer begins logging wait
time when an agent logs on to the
current skillset and resets to zero
(0) when the agent answers a call.
Skillset state SKLSET STATE The current state of this skillset.
Values:
INSVC = In Service
OUTSVC = Out of Service
Agents unavailable UNAVAL The number of logged on agents
AGENTS currently unavailable to take calls.
Display thresholds
All display thresholds have two values—the low end (Level 1) and the high end
(Level 2) of the normal range of activity. Your administrator can define these
values in the Configuration component of Contact Center Manager
Administration.
If your administrator does not set the threshold levels for the statistic in the
Configuration component, then the statistic values appear in white in the Agent
Desktop Display.
Historical Reporting
In this chapter
What is new in Historical Reporting 196
Overview 198
Available data and access privileges 199
To work in Historical Reporting 200
Types of reports 211
To use reports to monitor your contact center 216
Section A: Managing reports 219
Section B: Using reports 259
and supports the creation and modification of reports from Nortel product
data sources that are ODBC compliant.
New IVR reports for CS 2x00/DMS—The following standard reports are
available: IVR Queue and Port Properties (in the Configuration folder),
IVR Port Statistics (in the Other folder), and IVR Queue Statistics (in the
Other folder).
Overview
To create reports
When you customize one of the standard public report templates included with
Contact Center Manager, you create a user-defined report. When you create a
user-defined report, you specify:
general report information—including the report name
selection criteria—the entities to include in the report (for all reports you
can choose from the filter elements applicable for the type of report; for
network-consolidated reports, you can also choose from among the filters
that you saved [if any])
report schedule—when the report is to be generated
data range—the data collection period for the report
output options—the printer or file to which the report is sent
If you cannot access particular operations or views, or if you cannot view data
elements (for example Agents, CDNs, or Report Groups), contact your
administrator to request extra permissions for your user account.
You can schedule many reports for the same schedule time, but only five
scheduled reports are processed at the same time. Remaining reports waiting in
the queue and are processed on a first-in-first-out basis to give higher priority to
the ad hoc reports.
Historical Reporting contains up to three main folders where reports are stored
under each server on the system tree: the Public Report Templates folder, the
Group folder, and the Private Report Templates folder.
The report groups that you can see and access depends on the access privileges
assigned to you by your Contact Center Manager Administration server
administrator. For details, see the Contact Center Manager Administrator’s
Guide.
You can run the public reports on an ad hoc basis, or you can save copies of the
reports in your private or shared Report Group folders.
Users belonging to the same group can use Report Group folders to share their
custom reports. You can customize a standard public report template and save it
in your Report Group folder so that other members of your group can use the
same custom report. Members of your group can open your custom report and
run it on an ad hoc basis. Your Contact Center Manager Administration server
administrator can also delete reports from shared Report Groups (custom report
groups).
Administrators can also use Report Groups to give a user access to a limited
number of reports. For example, if an administrator does not want to give a user
access to any of the standard report templates, the administrator can create a
custom report group and add it to the partition assigned to the user. When the
user launches Historical Reporting, the user sees only the custom report group
folder and only those reports that other members of the group saved in the
Report Group folder.
You cannot import customized reports or Report Creation Wizard reports on the
Administration server. You can save Access and Partition Management reports
in your private report templates folder for scheduling purposes. These private
Access and Partition Management reports can also be run on an ad hoc basis.
Users with above access privileges can run these reports with all of the data
configured in Access and Partition Management.
When you customize reports and save them, you save them on the Contact
Center Manager Administration server. Centralized storage greatly reduces the
amount of space required on the client workstations to run Historical Reporting.
If the administrator assigns you full access on any server, then you can see all
contact center data and all public report templates on all servers to which you
have access.
If you select multiple filter elements, then only those that satisfy all filter criteria
appear in the report. For example, if you choose to report on five agents and
three activity codes, if one agent did not use any of the activity codes, then that
agent is not included in the report.
The list of available agents includes those in the partition and supervisor/
reporting agent combinations assigned to you. Select the check box beside each
agent that you want to view in the report and then click Update Selection
Criteria.
You can choose individual agents to view in your historical reports. In Historical
Reporting, when you select a report containing agents, the table of available
agents always lists the most current agents assigned to you.
However, if you customize and save a historical report, the selection criteria in
your saved report is not automatically updated, meaning that you might have
access to more agents by the time you run the report. It is always a good idea,
therefore, to check the agents in the Available table before running your custom
report to see if you want to add new agents assigned to you.
Filters
Use the filters feature to select the sites and resources to include in a network-
consolidated report. After you create and save a filter, you can apply it to both
standard and private network-consolidated historical reports to view only the
information that you specify in the generated report. When you connect to a
Network Control Center server and open a network-consolidated report, the
Selection Criteria area includes a list of the available network sites and any
available filters that you defined and saved.
You can also use filters that your administrator imported from the Symposium
Call Center Server Classic Client. While each of the Classic Client filters
contains only one type of data—either skillsets, applications, route numbers,
route names, DNIS numbers, or DNIS names—you can add different types of
data to these filters after they are imported into Contact Center Manager
Administration by using the filters pages in Historical Reporting.
To create filters
When you create a filter, you can specify the applications, DNISs, routes, and
skillsets to see in both standard and private network-consolidated historical
reports. You can choose from among those items included in the partition
assigned to you. You can select multiple resource items across multiple sites in
your network and save them in one filter.
For more information about creating filters, see the Contact Center Manager
Administration online Help for Historical Reporting.
Reports use the short date format set up on the client PC. You can set the short
date format in Regional Options.
4 Click Customize.
Result: The Customize Regional Options window appears.
After you set the date format on the client PC, all your standard ad hoc and
scheduled reports use this short date format. The date always prints as numeric
text on the reports. Month names do not print. For example, if you chose a short
date format of dd-MMM-yy, the date printed on a report for 18-Sep-05 is 18-09-
05.
If you reschedule a report from another client PC, the date format set on that
client PC is used for your scheduled report. This is also applicable for ad hoc
reports.
The client PC date format is applied only to standard reports. Imported, user
created, and Report Creation Wizard reports print the date fields in the format as
designed by the user while creating these reports.
Types of reports
User-defined
You create a user-defined report by using a public report template or another
user-defined report and saving a copy of it in your Private Report Templates
folder, or in your Report Group folder (if you have access to a group folder).
You can schedule user-defined reports, define selection criteria, and modify any
report information (except predefined database information).
user created
A user created report is a custom Contact Center Manager Server report created
with Crystal Reports 9.0 or later. You can import user created reports one at a
time into Contact Center Manager Administration using the importing tool in
Report Creation Wizard. For more information, see “To import and edit a Report
Creation Wizard report” on page 315.
To import a report template, see the following procedure. When you import a
report template, it is stored on the Contact Center Manager Administration
server. However, you access the report template by opening your Private Report
Templates folder under the Contact Center Manager Server to which you
imported the report template. To share the report template with other users, you
must save the report template to your Report Group folder (if you have access to
a Report Group folder).
When you import a user created report based on historical data (as opposed to
configuration data), use the Template Importing Wizard to choose the type of
data range for the report. For historical user created reports, you can choose
from all four data range types: interval, daily, weekly, and monthly. After you
import the report, click on the report in your Private Report Templates folder to
further define the data range, schedule the report, and specify the output options.
Unlike user-defined reports, you cannot change the data range type for user
created reports that you import with the Template Importing Wizard. After you
choose the type of data range and import the user created report, the data range
type remains the same. For example, if you import the report with a daily data
range, you cannot change it to weekly. However, you can choose from all the
same daily data range options as you can with user-defined reports. To change
the data range type for a user created report, you must import the report again
with the new data range type.
For more information about creating custom reports, see the Contact Center
Manager Historical Reporting and Data Dictionary.
You can also use the Template Importing Wizard to import existing custom
Contact Center Manager Server report templates, one at a time, into Contact
Center Manager Administration. For more information about using the wizard,
see the Contact Center Manager Administration online Help.
Just like other user created reports that you import, the default location for
storing parameter reports is your Private Report Templates folder. After you
import the parameter report, select the report in your Private Report Templates
folder under the same Contact Center Manager Server to which you imported
the report, select parameter values, and then run the report. To share the report
template with other users, you must save your imported parameter report to your
Report Group folder (if you have access to a group folder).
Because parameter reports require user input at run time, you can run these
reports on an ad hoc basis only; you cannot schedule parameter reports. When
you save the parameter report, selected parameter values are not saved. Instead,
you must select the parameter values each time you run the report.
For more information, see “Working with parameter reports” on page 242.
Historical reports
Historical reports provide information about the past performance of the contact
center. Two types of historical reports are available:
Configuration reports
Configuration reports contain information about how your system is configured.
You can use them as a reference when you make changes to your system.
For details, see the Contact Center Manager Historical Reporting and Data
Dictionary.
Problem Report
Unusually long talk time—This can indicate Agent Average Calls Per Hour
that the agent is having difficulty responding Agent Performance
to customer requests. (It might also indicate
that the agent is handling more complex calls Agent Average Calls Per Hour, Bottom 5
than other agents.) (Use the Agent By Activity Code report
to determine the complexity of the calls
handled by the agent.)
Problem Report
In this section
Overview of managing reports 220
Where reports are stored 221
Reports and time zones 222
To create user-defined reports 227
To create Contact Center Multimedia user-created reports 248
To work with parameter reports 255
To copy shared reports 257
Changing or deleting reports 258
You must configure a default printer on the client PC to print ad hoc reports to
this printer.
Although you can schedule many reports for the same schedule time, only five
scheduled reports are processed at the same time. The remaining scheduled
reports wait in the queue and are processed on a first-in-first-out basis to give
higher priority to the ad hoc reports.
All reports are located on the Contact Center Manager Administration server.
When you save a user-defined report in your Private Report Templates folder,
your user ID is stored with it. Only the creator has access to the report. If another
user logs on to Contact Center Manager Administration, that user does not see
the report in your Private Report Templates folder.
The user created reports (the reports that you import) are also saved on the
Contact Center Manager Administration server. All user imported reports are
saved in your Private Report Templates folder. To share your reports with other
users, you can save (copy) these reports to a Report Group folder, if you have
access to this folder.
When you run an ad hoc report, or when you schedule a report, you can select
the time zone in the Report Details section of the report. The time zone that you
select applies to both the data range of the report and the report schedule.
The time zone defaults to the time zone of the selected server.
Example
You work in a networked environment. It is 9:00 a.m. in Toronto where you are
located (Eastern Standard Time). The Contact Center Manager Administration
server is in Winnipeg (1 hour earlier, Central Standard Time). You connect to a
server in Contact Center Manager Server in Vancouver (3 hours earlier, Pacific
Standard Time).
The following graphic provides an overview of the time zones involved in this
example.
In this example, you choose your local time zone (Eastern Standard Time). You
choose an interval data range of 12:00 a.m. until 8:45 a.m. from 1 day ago to 0
days ago. For more information about selecting the data range, see “Defining the
data range” on page 233.
Then, you schedule the report to run every day at 9:00 a.m. For more
information about scheduling reports, see “Define the report schedule” on page
241.
Result: The report generates every day at 9:00 a.m. your time. However,
because the schedule time is always based on the Contact Center Manager
Administration server time, the timestamp at the bottom of the report shows the
Contact Center Manager Administration server time of 8:00 a.m.
The system always translates the selected data range times to Contact Center
Manager Server time, so in this case, the interval shown at the top of the report
reflects Pacific Standard Time—9:00 p.m. to 5:45 a.m. (the same as 12:00 a.m.
to 8:45 a.m. Eastern Standard Time).
The following graphic shows the report interval if you choose Eastern Standard
Time before you define the data range.
Because the interval at the top of the report always reflects the time zone in
which the Contact Center Manager Server is located, if you leave the default
time zone (which is always the same time zone as the selected server), you avoid
a discrepancy between the data range that you specify and the report interval.
Therefore, in this example, if you leave the default time zone of Pacific Standard
Time (the same time zone as the Contact Center Manager Server on which you
want to run the report), the data range times that you choose are based on the
selected time zone and are synchronized with Contact Center Manager
Administration.
If you choose an interval data range of 12:00 a.m. until 8:45 a.m. from 1 day ago
to 0 days ago, the interval shown at the top of the report is 12:00 a.m. until
8:45 a.m., Contact Center Manager Server time.
The following graphic shows the report interval if you choose the same time
zone as the Contact Center Manager Server before you define the data range.
ATTENTION
The report schedule that you define cannot start in the p.m.
range and end in the a.m. range. Therefore, when the system
converts your selected time to Contact Center Manager
Administration server time, an error message appears if the
converted start time is in the p.m. range and the converted
end time is in the a.m. range. In this case, you must reenter
the schedule start and end times, taking into account the time
difference with the Contact Center Manager Administration
server.
Example
The Contact Center Manager Administration server is in a
time zone 2 hours later than the time zone you choose from
the Time Zone list. You enter a schedule start time of 9:00
p.m. and an end time of 11:00 p.m. However, when you
submit your schedule, the system converts the schedule start
time to 11:00 p.m. and the schedule end time to 1:00 a.m.,
Contact Center Manager Administration server time. In this
case, an error message appears because the schedule that
you define cannot start in the p.m. range and end in the a.m.
range. You must reenter the schedule start and end times,
taking into account the time difference with the Contact
Center Manager Administration server.
Use Historical Reporting to create, schedule, and run user-defined reports in one
window. This section describes the main features of the Report Properties
window in Historical Reporting. For step-by-step procedures, see the online
Help included with the application.
CAUTION
To create a user-defined report, you can choose from three types of report
templates as the basis for your report: a public report template, a shared report in
your Group folder, or a private report template.
1 On the system tree, in the Historical Reporting main window, click the
server under which you want to create the report.
Result: The server expands to reveal a series of folders.
2 Click the folder containing the report template that you want to use as a
basis for your user-defined report.
5 In the Report Title box, type a new report title, or accept the default title
shown. The title appears at the top of the generated report and in the title
bar of the Ad Hoc Report viewer when you run the report ad hoc.
If you save multiple copies of the same public report in your Group or
Private Report Templates folders, change the report title to distinguish
between reports when you generate them. If you do not change the report
title, all copies of the same public report have the same standard title when
you generate the reports.
6 To save your custom report, you must type a new report name in the Save
As box. This is the name that appears on the system tree; it must be
unique.
Tip: If you save the report in your Group folder, type a descriptive name so
that other members of your group can easily identify the report.
7 From the Location list, select the location where you want to save your
report. You can choose from your private or group folders (if you have
access to a group folder). If you save it in your private folder, only you have
access to the report; if you save it in your Group folder, other members of
your group can access the report.
ATTENTION
The data range times that you specify for this report are
based on the time zone that you choose here. The
system defaults to the time zone in which the selected
Contact Center Manager Server is located. If you choose
a different time zone than that in which the Contact
Center Manager Server is located, the system translates
the data range times that you enter to Contact Center
Manager Server time. Therefore, to reflect the data range
most effectively, leave the default Contact Center
Manager Server time zone before choosing the data
range. For more information about time zones, see
“Reports and time zones” on page 215.
8 From the Time Zone list, select the time zone in which you want to run or
schedule your report.
9 Click the Report Details header to close this section. Continue with the
following procedure to define the selection criteria.
If you do not select any filter elements, you see all available data in the report. If
you select a filter element, you see only that element in the report. For example,
you choose a skillset report and see a list of 20 skillsets in the Available filter
elements table. If you do not select any skillsets, you see all 20 skillsets in the
report, whereas if you select 3 skillsets, you see only these 3 skillsets in the
report.
To select filters
If you connect to an NCC server and define the selection criteria for a network-
consolidated report, then you can also choose from among the filters that you
created and saved. After you create and save a filter, you can apply it to both
standard and private network-consolidated historical reports that you schedule
or run on an ad hoc basis. For more information about creating filters, see “To
create filters” on page 207.
Click the filters heading to view the list of filters that you created and saved.
Select the check box beside each filter that you want to include in the report. To
remove a filter from a report, clear the check box beside that filter.
c. In the text box, type the relevant search data. For example, if you select
Login ID as the first search criteria and Starts With as the second
search criteria, you can type 2 to return all agents whose logon ID
starts with 2.
d. If you want to add additional criteria, from the join criteria list, choose
and or or. If you do not want to add additional search criteria, proceed
to step 6.
Result: Another search criteria row appears. You can define up to
three levels of search criteria.
e. Repeats steps 4a to 4d, until you reach a maximum of five joins. This
step is optional.
f. Proceed to Step 6.
5 If you select the Search by Supervisors option, complete the following
steps:
a. From the search criteria list, select one of the following search criteria:
Assigned or Not Assigned.
b. From the search conditions criteria list, select a supervisor.
c. If you want to add additional criteria, from the join criteria list, choose
and or or. If you do not want to add additional search criteria, proceed
to step 6.
Result: Another search criteria row appears. You can define up to
three levels of search criteria.
6 Click Search.
Result: A list of agents appear based on the entered search criteria.
7 Select the available filter elements to include in the report by selecting the
check box beside each element.
When you choose individual filter elements, you can select up to 300
entities. If you use multiple filters, the total number of entities selected for
all filters cannot exceed 300. For example, for the Agent Performance
report, you can select up to 300 agents to run the report. For the Skillset By
Agent Performance report, you can select up to 300 agents plus 300
skillsets to run the report.
When you choose filters, while you can apply more than one filter to a
report, the combined total number of filter elements in all filters that you
apply to a single report cannot exceed 300. For example, you can apply
one filter that includes 200 skillsets, and another filter that includes 100
agents to a single network-consolidated report, because the total number of
filter elements is 300.
8 Click Update Selection Criteria to move the elements to the Selected
table.
9 To remove an element from the report, clear the check box beside it in the
Selected table, and then click Update Selection Criteria.
10 For the Estimated Revenue By Agent report, in the Per Unit $ box, enter
the dollar amount to use to calculate the revenue value for each activity
code.
The system multiplies this number against the number of occurrences of
the activity code.
11 Click the Filters heading.
Result: The heading expands to reveal filters.
The filters available depend on the type of statistics included in the report. If
you use a standard public report as a template, then see the report
description in the Contact Center Manager Historical Reporting and Data
Dictionary for a list of filters.
If you select multiple filter elements, only those that satisfy all filter criteria
appear in the report. For example, if you choose to report on five agents
and three activity codes, if one agent used no activity codes, then that
agent is not included in the report.
For network-consolidated reports generated on the NCC, the filter elements
available are the network sites to include in the report, or any filters that you
create and save. For information about creating filters, see “To create
filters” on page 207, or see the Contact Center Manager Administration
online Help.
For reports that have agents as a filter element (for example, Agent
Performance or Skillset By Agent Performance reports), you can use a new
search function to fine-tune your search to select the agents for the report.
To return a list of all available agents, click List All and proceed to step 9,
otherwise proceed to step 3.
12 Continue with the following procedure to define the data range.
You cannot choose a data range for configuration reports. The collection
periods available depend on the type of report that you choose. For
example, for the Agent Performance Calls Answered, Bottom 5 report, you
can choose only Daily. If you choose Interval, the collection period is 15
minutes.
2 Based on the collection period that you choose, you can type information in
the following boxes.
All intervals from X until X from X days ago to X days ago—Select this
option to specify the start time and end time for data collection over a range
of days. For example, to report on interval data collected from three days
ago at 9:00 a.m. to yesterday at 10:00 a.m., you enter from 9:00 a.m. until
10:00 a.m. from 3 days ago to 1 day ago.
Tip: To make it easier to visualize a range of days, you can select dates
from the pop-up calendars that appear when you click the arrows beside
the calendar boxes.The system automatically translates the dates you
choose into the corresponding range of days. The calendars are only for
your convenience; the range of days that the system shows in the boxes
overrides the dates when you run the report.
Example: Today is Wednesday, October 30, and you want to schedule an
interval report to run every Wednesday that includes data for Sunday and
Monday. When you click the drop-down lists beside the “days ago” boxes,
you pick from Sunday, October 27 in the first calendar, to Monday, October
28 in the second calendar. The system automatically populates the days
ago boxes with “From 3 days ago to 2 days ago,” as shown in the following
graphic.
When you schedule the report to run every Wednesday, the system takes
into account the range of days—from 3 days ago to 2 days ago—instead of
the dates.
Only include intervals between X and X each day—Select this check
box to generate the report for the time interval for each day that you select.
For example, if you enter from 9:00 a.m. until 10:00 a.m. from 3 days ago to
1 day ago in All intervals from X until X from X days ago to X days ago, the
report includes interval data collected from three days ago to one day ago
for intervals between 9:00 a.m. and 10:00 a.m. for each day. Clear the
check box if you want the report to include 24 hours of data over the range
of days that you specify. For example, if you enter from 3 days ago to 1 day
ago, the report includes interval data collected from 12:00 a.m. three days
ago to 2:00 a.m. one day ago.
You cannot generate a daily report on the current day. The most recent
daily statistics are available only for yesterday. For example, if today is
June 7 and you want to run a daily report for June 6, you can access the
daily data for June 6 starting at 12:00 a.m. today.
Yesterday—Click this button to run a report containing 24 hours of daily
data for yesterday (that is, from 12:00 a.m. at the start of yesterday, to
12:00 a.m. last night).
Last 7 days—Click this button to generate a report containing a week of
daily data ending last night at 12:00 a.m.
Last month—Click this button to generate a report containing monthly data
for the past month. The report contains data collected from midnight on the
first day of the month, until midnight on the last day of the month.
From X to X days/business days ago—Click this button to specify the
number of days to include in your report, and then type the range of days in
the boxes provided. To report on yesterday, select from 1 day ago to 0 days
ago. You can choose from days or business days. Your administrator
configures the first business day of the week and the length of the business
week in the Configuration component of Contact Center Manager.
To make it easier to visualize a range of days, you can select dates from
the pop-up calendars that appear when you click the arrows beside the
calendar boxes. The system automatically translates the dates you choose
into the corresponding range of days. The calendars are only for your
convenience; the range of days that the system shows in the boxes
overrides the dates when you run the report.
3 When you schedule the report, the system takes into account this daily
range, not the specific dates that you choose, and runs the report every day
from Monday to Thursday, including data for the previous day.
day of the month. If you type 0 in the box, then the generated report
contains data for all the completed days of the current month. For example,
if today is June 15 and you type 0 in the box, then the generated report
contains data from June 1 to June 14.
If you type 0 in the box and today is the first day of the month, then the
generated report contains no data because there are no completed days in
the current month.
From X months ago to X months ago—Click this button to generate a
report containing monthly data, and then select the range of months from
the lists. To include monthly data for the past month, specify until 1 month
ago. To view data up to and including all the completed days in the current
month, specify until 0 months ago.
To make it easier to visualize a range of months, you can select dates from
the pop-up calendars that appear when you click the arrows beside the
calendar boxes.The system automatically translates the dates you choose
into the corresponding range of months. The calendars are only for your
convenience; the range of months that the system shows in the boxes
overrides the dates when you run the report.
current day.) From the first pop-up calendar, you choose May 1. From the
second pop-up calendar, you choose today’s date, Wednesday, June 5.
The system automatically populates the months ago boxes with the range
of “from 1 month ago to 0 months ago,” as shown in the graphic on page
235. When you schedule the report, the system takes into account this
range, not the specific dates that you chose. It generates the report on the
15th of every month, including data from the first day of the previous month
until the 14th of the current month, the most recent completed day in the
current month.
4 Continue with the following procedure to define the report schedule.
When you choose to send the report to a printer, you can choose the paper size
for your report.
Although you can schedule many reports for the same schedule time, only five
scheduled reports are processed at the same time. The remaining scheduled
reports wait in the queue and are processed on a first-in-first-out basis. This
gives higher priority to the ad hoc reports.
The schedule time that you specify is based on the time zone that you choose.
However, the schedule time translates to the time zone in which the Contact
Center Manager Administration server is located. The report is generated at the
time and in the time zone you specify, but the timestamp at the bottom of the
generated report reflects the Contact Center Manager Administration server
time. For more information about time zones, see “Reports and time zones” on
page 215.
The report schedule that you define cannot start in the p.m. range and end in the
a.m. range. Therefore, when the selected time is converted to the Contact Center
Manager Administration server time, an error message appears if the converted
start time is in the p.m. range and the converted end time is in the a.m. range. In
this case, you must reenter the schedule start and end times, taking into account
the time difference with the Contact Center Manager Administration server.
Example
The Contact Center Manager Administration server is in a time zone 2 hours
later than the time zone you choose from the Time Zone list. You enter a
schedule start time of 9:00 p.m. and an end time of 11:00 p.m. However, when
you submit your schedule, the system converts the schedule start time to 11:00
p.m. and the schedule end time to 1:00 a.m., Contact Center Manager
Administration server time. In this case, an error message appears because the
schedule that you define cannot start in the p.m. range and end in the a.m. range.
You must reenter the schedule start and end times, taking into account the time
difference with the Contact Center Manager Administration server.
February 29
When you schedule and activate a report, the system will generate the report as
scheduled each year. Because February 29 occurs in leap years only, you cannot
select this date to schedule a report.
4 The schedule that you can define depends on the selected data range type.
Select an option button beside the schedule boxes to enable them. You can
enter information in the following boxes.
At X this week/every week—Specify the time and day when you want to
generate a weekly report, either this week, or every week. For example,
you can specify that you want to generate a weekly report at 10:00 a.m.
every Tuesday.
At X on specific dates—Specify the time and dates when you want to
generate a weekly report. For example, you can specify that you want to
generate a weekly report at 10:00 a.m. on the 15th of every month.
You can also specify one or more e-mail addresses to receive notification that
the report was successfully generated, or that problems occurred, preventing the
report from being generated. If the report fails to be generated, the e-mail
notification contains possible reasons for the failure so you can repair the
problem and generate the report again.
To send the report to a file, you must specify a shared folder to which the
Contact Center Manager Administration server sends the file. This folder can be
on your computer, on another computer in the network, or on the Contact Center
Manager Administration server. To send the file to a folder on a computer in the
network, the network computer must be accessible from the Contact Center
Manager Administration server. For more information, see the Contact Center
Manager Administration Installation and Maintenance Guide.
Output Options
After you schedule the report, the Output Options heading is enabled (if you do
not schedule the report, the heading is unavailable).
1 Click the Output Options heading to reveal the output options boxes.
2 Select the Print check box to print the report.
a. From the Printer list, select the printer to which to send the scheduled
report.
b. From the Paper size list, select the paper size for the printed report.
Note: The printer is configured on the Contact Center Manager
Administration server. Nortel recommends that you select the Default
option. When you select Default, your scheduled report prints on the
default paper size that the administrator defines on the printer. To print
the report on other paper sizes, select the paper size manually. The
available options are A4, Letter and Legal.
3 Select the Output to file check box to send the report to a file.
a. Click Browse to browse to the shared folder to which the report is sent.
Result: The shared folder path appears in the Output box in a
universal path format.
Note: If you select a local folder not shared, a warning message
appears stating that you must select a shared path. The path format
cannot contain drive$, for example, \\MachineName\C$\Filename is not
supported.
b. Alternatively, in the Output box, you can type the path to the shared
folder to which the report is sent.
Note: The path format is \\[computer name]\[shared folder name]\[file
name], without the file extension. For example, you want to send the
Agent Performance report to a shared folder on the Contact Center
Manager Administration server. The Contact Center Manager
Administration server computer name is appsrvr, the shared folder
name is reports, and you decide to call the report agent. You type
\\appsrvr\reports\agent in the Output box.
c. Select the Save file under different name each time check box to
save the report with a different name each time it is generated. If you
do not select this check box, each time a report is generated, it
overwrites the previously generated report with the updated version.
d. From the Format list, select the export file format to use.
Notes:
Some export formats do not support all report features. If your report
output does not look the way you expect, use a Crystal Reports, RTF,
or Excel format.
If you select Excel as the format type, it may take a lengthy amount of
time to generate the report. For more information, see “To export
reports” on page 268.
4 Select the Email Notification check box to receive notification when the
report generates.
a. In the Send notification e-mail to box, type one or more e-mail
addresses.
Note: You can type a maximum of 255 characters in the box, with each
e-mail address separated by a semicolon (;).
5 Click Save Report to save your user-defined report.
6 Click Activate to activate the report schedule.
To create Contact Center Multimedia reports, you can use Report Creation
Wizard or Crystal Reports.
Background
When you create a report, other than a Contact Center Multimedia report, using
Crystal Reports, you can import the report into Historical Reporting. Reports
that you create in Crystal Reports work similar to the standard reports; however
you cannot configure the selection criteria. You must define the selections when
you create the report.
You must create Contact Center Multimedia reports in Report Creation Wizard.
To import a Contact Center Multimedia report to Historical Reporting, you must
use the import tool in Report Creation Wizard. Contact Center Multimedia user
created reports can take advantage of the following Report Creation Wizard
features:
Selection Criteria—You can use the Selection Criteria feature to define at
run-time the records to include on the report. You can filter the data based
on any field from the tables that you include on the report.
Report editing—You can edit the report using Report Creation Wizard.
Report Creation Wizard is a Web-based report creation tool that you can
use to edit reports without installing a client report creation application (for
example, Crystal Reports). For more information about editing reports in
Report Creation Wizard, see “To import and edit a Report Creation Wizard
report” on page 315.
To create a Contact Center Multimedia report and import the report into
Historical Reporting, you must perform the following tasks:
1. Create the report using Report Creation Wizard to add the required
information to the report template.
2. Save the report to the Contact Center Manager Administration server.
Report Creation Wizard can import reports saved to the Contact Center
Manager Administration server only.
3. Import the report into Historical Reporting using the import tool in Report
Creation Wizard. If you use the Importing Template Wizard available in
Historical Reporting, errors occur when you run the report.
You can use the same template as the starting point for all Contact Center
Multimedia reports with the same page orientation. Nortel recommends that you
create a copy of the template with a portrait report layout and a with a landscape
report layout.
The following is a list of known items and features that you cannot edit, delete,
or add to the report:
Report_Template
Report_Type
System_Version
Other features available in Crystal Reports may not work correctly when you
run the report in Historical Reporting.
2 In the Report Title box, type the name for the report. This is the name that
appears in Historical Reporting.
3 Click Browse.
Result: The Open RCW Report dialog box appears.
4 Browse to and select the report to import.
5 Click Open.
Result: The Open RCW Report dialog box closes and the path appears in
the Location box.
6 From the Time zone list, select the time zone of the server to which you
want to import the report.
Nortel recommends that you use the Server Timezone default setting.
Server Timezone is the default setting and automatically adjusts the report
interval based on the server time zone.
7 In the Comment box, type any additional information about the report. This
step is optional.
8 Click the Report Options header.
Result: The Report Options section expands.
9 Select a Report Mode. The options are Standard or Private.
The Report Mode determines whether the report is imported to a standard
or private folder location.
10 From the Report Type list, select a report type. This step is for advanced
reports only.
11 From the Report Group list, select the standard report folder into which the
report imports. For private reports, the report is imported into your private
folder.
12 In the Select Server list, select the servers to which you want to import the
report.
13 Click the Data Range header.
Result: The Data Range section expands.
14 From the Table Alias list, select a table:
a. In the Table box, for the data range that matches the selected Table
Alias time period, type the table name.
b. In the Timestamp box, for the data range that matches the selected
Table Alias time period, type the name of the field.
15 Click Import.
After you import a parameter report with the Template Importing Wizard, to
work with the report, you must select it in your Private Report Templates folder
under the same server in Contact Center Manager Server to which you imported
the report.
The Activate and De-Activate buttons are always unavailable for parameter
reports because you cannot schedule this type of report.
Because parameter reports require user input at run time, you cannot save the
values that you select when you run the report. Instead, each time you run the
report, you must select or type the parameter values.
Because parameter reports require user input at run time, you can run these
reports on an ad hoc basis only; you cannot schedule parameter reports.
Likewise, you cannot define the data range, selection criteria, or the output
options for this report type.
You can copy reports in the shared report groups folders. Although shared
reports that you copy belong to you, the original shared report continues to be
owned by the user who created it.
After you define a report, you can change it or delete it. For step-by-step
procedures for editing and deleting reports, see the Contact Center Manager
Administration online Help.
From the system tree, select the report, and then choose Report > Delete.
In this section
Overview of using reports 260
To confirm a report schedule 262
To activate reports 264
To deactivate reports 265
To preview and print ad hoc reports 266
To export reports 268
After you create user-defined or user created reports, you can activate or
deactivate their schedules and print them or send them to a file.
You cannot schedule standard public reports, but you can run them ad hoc and
preview or print them as needed.
For example, a comma-separated value record for the following report looks like
this:
After you schedule a private or shared report and save your changes, you can
confirm the report’s schedule by opening the Scheduled Events window.
2 Locate the scheduled report in the table and verify that the schedule details
are accurate.
3 To return to the Report Properties window, click a report on the system
tree.
To activate reports
Activating a report
You can activate a report schedule in one of two ways:
In the Report Properties window, after you schedule a new report or
modify an existing report schedule, click Save Report, and then click
Activate.
In the Scheduled Events window, select a report, and then click
Activate.
To deactivate reports
Deactivating a report
You can deactivate a scheduled report in one of two ways:
In the Report Properties window, when viewing the properties of a
scheduled report, click De-Activate.
In the Scheduled Events window, select a report, and then click
De-Activate.
You can preview or print ad hoc reports with their default properties, or you can
define the selection criteria and the data range first.
ATTENTION
If you use a postscript printer, use the printer driver
provided by the manufacturer. Generic and legacy
postscript printer drivers can result in the cropping of
letters and other problems.
If the report spans more than one page, the first page of the report is
numbered as 1+. Until you reach the last page of the report, it is not known
how many pages the report is. When the next page of the report appears,
the numbering changes to 1 of 2+, and then to 1 of 3+, and so on, until the
last page of the report appears. On the last page, the numbering changes
to 1 of x, where x equals the total number of pages. For example, if the
report is four pages, the numbering on the last page is 1 of 4.
6 Click the printer icon to print the report to the default printer configured on
your computer.
To export reports
When you export a historical report, the report undergoes several processing
steps. Depending on the report type and length, the amount of time required to
generate and export the report varies.
ATTENTION
To avoid lengthy waits and potential errors, Nortel
recommends that you schedule large historical reports.
For more information about generating and exporting reports, see the Contact
Center Manager Historical Reporting and Data Dictionary.
In this chapter
Overview 272
Report Type window 277
Data Source window 282
Table Selection window (advanced report using ODBC) 285
Table Linking window (advanced report using ODBC) 287
Field Selection window 295
Grouping window 298
Summaries window 300
Report Layout window 304
Saving a report 311
Previewing a report 313
Defining configuration settings 314
To import and edit a Report Creation Wizard report 315
To create a sample simplified report 325
To create a sample advanced report 351
Formulas 372
Report sections and templates 376
To customize the Report Creation Wizard template 381
Overview
Report Creation Wizard is a Web-based interface in which you can create and
edit reports. You can then import and schedule the reports in Historical
Reporting. You can access Report Creation Wizard from the Historical
Reporting component of Contact Center Manager Administration.
However, with the introduction of Report Creation Wizard, you can now create
new reports and modify these reports by launching Report Creation Wizard and
navigating through its user-friendly interface.
After you create reports through Report Creation Wizard, you can work with
them in the Historical Reporting component and use the same access
permissions, partitions, and filter features as you can with any other report. You
can also use the Historical Reporting interface to schedule reports that you
create in Report Creation Wizard.
Report definitions
Report definitions simplify the report creation process by removing the need for
the user to know the database views required to create a specific report. For
more information about report definitions, see Appendix A, “Report
definitions.”
Formulas
Formulas replace the need for users to copy the formulas from the existing
standard reports. The formulas are stored outside of the report, which means that
you can reuse the formula each time you create a new report. This also provides
one place to fix an issue with a formula. For more information about formulas,
see “Formulas” on page 372.
Dynamic formulas
Dynamic formulas update based on where the dynamic formulas are on a report.
In addition, you can change the format of dynamic formulas, which convert
time-based values into formatted strings through Report Creation Wizard. (For
example, HH:MM:SS, HH:MM, and MM:SS).
Licensing
Report Creation Wizard is a licensed feature in Contact Center Manager
Administration 6.0. The base product includes a single Report Creation Wizard
user license by default. Nortel supports license upgrades in increments of five.
Report Creation Wizard licensing is handled through the Contact Center
Manager Licence Manager.
To import reports
To use the reports created in the Report Creation Wizard, import the reports to
Historical Reporting. Report Creation Wizard offers an advanced import tool.
You can import a Report Creation Wizard report as a standard or private report
and to one or more Contact Center Manager Servers. You can also import a
Report Creation Wizard report to use with one or more data range selections (for
example, interval, daily, weekly, and monthly).
Standard reports
When you import reports as standard, the reports are available in the Standard
folder specified during import, and on all of the selected servers. Only one copy
of the standard report is stored on the Contact Center Manager Administration
server.
Users that have access to the Standard report groups can use these reports. The
user-defined partition assigned to a user defines the access to each of the
Standard report groups.
Private reports
When you import reports as Private, the reports are available in the Private
folder on all of the selected servers. The system creates a copy of the report and
stores it in a private folder based on the logged on user ID. This folder is not
available to other users. The copied report is imported to the Historical
Reporting component.
Only the current logged on user can access these reports. To grant access to
other users, use the imported report to create and save a user-defined report to a
report group.
You must connect to Contact Center Manager Server 6.0 with Contact Center
Manager Administration 6.0 installed to enable Report Creation Wizard. Also,
the Historical Reporting access class must be set to Report Creation.
You can launch only one instance of Report Creation Wizard at a time.
If you have a pop-up blocker on your PC, you must disable it to launch Report
Creation Wizard. For more information, see “Cannot launch windows in
CCMA; pop-up windows are blocked” on page 401.
If you are in an existing report, you are prompted to save the report before you
can create a new report. After you save the existing report, the Report Type
window appears.
The Report Type window is the first window that appears when you launch
Report Creation Wizard. From the Report Type window, select the report type
that you want to create. The following report types are available:
Create a simplified report using a report definition.
Create an advanced report using an ODBC Data Source Name (DSN).
Open an existing report.
For detailed information about selecting a DSN for an advanced report, see
“Advanced Report (using ODBC)” on page 283. To create a sample advanced
report, see “To create a sample advanced report” on page 351.
2 Click the folder that contains the report you want to open.
Result: The folder expands to reveal a list of reports.
3 Select the report, and then click Next.
You can also double-click the selected report to open it.
Result: The Open RCW Report window appears. The tree expands at your
private folder.
Sample reports
This section lists the sample reports available with Report Creation Wizard. For
more information about sample reports, see the Contact Center Manager
Historical and Reporting Data Dictionary.
You can use sample reports as templates to create custom report definitions. You
cannot modify the standard report templates.
License Manager
The License Usage Statistics sample report is available in the License Manager
folder.
License Usage Statistics—Provides license usage statistics for each server. The
report shows the licensed feature, the IP address of the server using the feature,
and the maximum licenses used for the report interval.
MultiMedia (CCMM)
The following Contact Center Multimedia sample reports are available in the
MultiMedia (CCMM) folder:
SampleContactsOutstandingDrillDown—Lists the total number of
contacts outstanding and provides details for each skillset. The details
include the Contact ID, Arrival Date and Time, Status, Contact Type,
Agent and Customer.
SampleContactsOutstandingSummary—Lists the total number of
contacts outstanding for each skillset. The report also shows the total
number of contacts outstanding for all skillsets by day.
Network Consolidated
The Network Consolidated Skillset Performance sample report is available in
the Network Consolidated folder.
The options available in the Data Source window depend on the report type that
you select in the Report Type window.
Simplified report
If you choose to create a simplified report, you can choose from a list of
standard report definitions in the Data Source window. The Data Source window
lists the available report definitions based on the server type selected. If the
contact center is multimedia enabled, then the multimedia report definitions are
also available.
2 Navigate to the folder that contains the report definition that you want to
open.
3 Click Next.
Result: The Field Selection window appears. To select fields for the report,
see the “Selecting a field or formula” on page 296.
The Contact Center Manager Server and Contact Center Multimedia server
ODBC DSNs are automatically created on the Contact Center Manager
Administration server when the administrator adds the Contact Center Manager
Server and Contact Center Multimedia server through the Configuration
component. You must manually configure the ODBC DSNs for servers that are
not part of Contact Center Manager.
You can select any combination of tables and views from the data source;
however, the selected tables and views must have a common key field on which
to link.
The User ID and Password automatically populate with the values entered
when you configured the server. You can change the user ID and
password, but these changes are used only when you create the report.
When you run the report in Historical Reporting, Historical Reporting uses
the values entered when you configured the server.
2 Click Next.
Result: The Table Selection window appears. To select tables, see
“Selecting a table” on page 285.
If you create an advanced report, the Table Selection window follows the Data
Source window. In the Table Selection window, select the tables that contain the
data that you want to use in the report. You can select one table or many tables.
Click Next to move to the next window. If you select more than one table, the
Table Linking window appears. If you select only one table, the Field Selection
window appears.
Selecting a table
1 From the Tables Available list, double-click a table.
Result: The table moves from the Tables Available list to the Tables
Selected list.
You can also click a table in the Tables Available list and then click the right
arrow (>) to move it to the Tables Selected list. To remove a table from the
Tables Selected list, click a table and then click the left arrow (<).
2 If you want to add another table, repeat step 1, otherwise click Next.
Result: If you select only one table, the Field Selection window appears. If
you select more than one table, the Table Linking window appears. To
select fields, see “Selecting a field or formula” on page 296. To link tables,
see “Linking tables” on page 293.
If you create an advanced report and select more than one table in the Table
Selection window, the Table Linking window follows.
In the Table Linking window, you can specify user-defined joins between table
fields. For information about which linkage keys to use for different views, see
the Contact Center Manager Historical Reporting and Data Dictionary.
Joins
When you select more than one table for a report, you must join the tables on a
common field. The join type determines how the database compares the joined
fields between the tables when it retrieves records for the report. You can use
joins to link tables or to filter records.
When you use a join to link tables, the database returns additional database
fields as part of the same record.
When you use a join to filter records, the database compares fields in the joined
tables and filters the records that it returns based on the compared field.
Supervisor table
TelsetLoginID SurName
5100 Crowley
5200 Morris
5300 Kelly
SupervisorAgentAssignment table
5103 Matthews
In these tables, assigned to supervisor Crowley are agents Browne and Young;
assigned to supervisor Morris is agent Oliver; supervisor Kelly has no assigned
agents; and agent Matthews is not assigned to a supervisor.
5300 Kelly
5103 Matthews
iSkillsetStat table
Skillset table
10010 Sales 10
10011 Support 5
The service level threshold for the Sales skillset is 10 seconds and the service
level threshold for the Support skillset is 5 seconds. In the
iSkillsetStat.CallAnsweredAfterThreshold field, the database stores the number
of Sales calls that agents answer after 10 seconds and the number of Support
calls that agents answer after 5 seconds.
In the iSkillset.MaxAnsweredDelay field, the database stores the wait time for
the call that waits the longest before an agent accepts the call.
In all of the following record filtering examples, an Equal Join joins the
iSkillset.SkillsetID and the Skillset.SkillsetID. The iSkillset table is the left table
and the Skillset table is the right table. To filter the records, another join type
links the iSkillset.MaxAnsweredDelay field and the
Skillset.ServiceLevelThreshold field.
Linking tables
1 From each of the left and right Tables lists, select a table.
2 From each of the left and right Fields lists, click a field to join on.
The selected field in the right Fields list must contain the same data as the
selected field in the left Fields list.
3 From the join list, select a join type. For more information about join types,
see “Joins” on page 287.
4 Click Link.
Result: The selected tables, field, and join type appear in the Links list.
To remove an item from the Links list, click the item and then click Remove.
5 Click Next.
Result: The Field Selection window appears. To select fields, see
“Selecting a field or formula” on page 296.
Use the Field Selection window to select table fields and formulas. Fields and
formulas appear in the Fields list. Fields appear under their relevant headings.
Standard formulas appear under the Formulas heading. Formulas relating to
views appear under separate headings for each view, for example,
iAgentPerformanceStat Formulas.
The window that the Field Selection window follows is dependent on the
following:
By default the table name is appended to the field name when added to the
Fields Selected list. To remove the table name, click the Toggle Table
Name icon.
Tip: You can also click a field and click the right arrow button (>) to select a
field. To select all fields and formulas, click a field in the Fields list and click
the double right arrow button (>>). To remove a field from the Fields
Selected list, click the field and click the left arrow button (<). To remove all
fields from the Fields Selected list, click a field and then click the double left
arrow button (<<).
2 Use the up and down arrows to change the order of the selected fields.
The order of the fields in the Fields Selected list determines the order in
which they appear on the report.
3 To modify the properties of a field:
a. In the Selected Fields list, click a field.
Result: The default field name and width appear in the Title and Width
boxes, respectively.
Note: The Title box is a read-only field.
b. In the Width box, type a new width.
Note: A default width of 50 pixels applies to all selected fields.
4 Click Next.
Result: The Grouping window appears. To group fields, see “Selecting a
field to group by” on page 298.
Grouping window
The fields and formulas selected in the Field Selection window appear in the
Grouping window. In the Grouping window, you can select fields by which to
group the data on the report and set the group sort order.
The Grouping window does not display certain dynamic formulas because these
dynamic formulas represent groups and, therefore, you cannot use these
formulas to group data.
Summaries window
In the Summaries window, you can create summaries based on selected fields
and formulas and select the report section to display the summaries. You can
choose from a selection of summation types depending on the field or formula
data type.
Summation types
Summation types are specific to the field data type. For example, the summation
type Sum appears for integer fields but not for string fields. Selecting a
summation type is optional if the formula, such as a dynamic formula, contains
its own summation. A formula contains its own summation if:
the formula does not appear as an available field in the Grouping window
the Add button is enabled after you select a field and a group in the
Summaries window without selecting a summation type
Count Number, Currency, Total number of items in the group. Does not
String, Date/Time, include empty database values (for example, an
and Boolean empty string field is not included).
Distinct Count Number, Currency, Total number of unique items in the group. Does
String, Date/Time, not include empty database values (for example,
and Boolean an empty string field is not included).
Example
The following table lists the number of calls answered by four agents for three
hourly periods.
09:00 10 10 10 10
10:00 10 11 12 15
11:00 10 9 8 5
The following table lists the results of each applied summation type for each
agent.
Summation
Type Agent 1 Agent 2 Agent 3 Agent 4
Average 10 10 10 10
Count 3 3 3 3
Distinct Count 1 3 3 3
Maximum 10 11 12 15
Minimum 10 9 8 5
Summation
Type Agent 1 Agent 2 Agent 3 Agent 4
Standard 0 1 2 5
Deviation
Sum 30 30 30 30
In this example, all agents answered 30 calls from 09:00 to 11:00, based on the
Sum summation type. On average, all agents answer 10 calls each hour, using
the Average summation type. However, Agent 4 is less consistent than the other
agents at answering the same number of calls each hour, using the Standard
Deviation summation type.
Groups
You can place summary data in the following report sections:
report header
report footer
group headers
group footers
Creating a summary
1 From the Fields list, click a field.
2 From the Summation Type list, click a summation type.
As you select the fields in the Fields list, the Summation Type list
dynamically updates to show the types available for the selected field. For
detailed information about summation types, see “Summation types” on
page 300.
3 From the Groups list, select the check box for each group in which you
want the summary to appear on the report.
4 Click Add.
Result: The summary appears in the Summary Data list.
5 Click Next.
Result: The Report Layout window appears. For information about how
you can change your report layout, see “Report Layout window” on page
304.
All sections that are part of the report appear in the Report Layout window. The
sections that you can include on a report are:
a report header section
a page header section
one or more group header sections
a details section
a report footer section
a page footer section
one or more group footer sections
By default, all sections, excluding group headers and group footers, appear in
the report layout.
In the Report Layout page, you can view how the report looks and add, modify,
or delete fields on the report. Report Creation Wizard automatically creates
column headings in the Page Header section for each field in the Details section
of the report.
You can identify a selected section, enabled sections, and suppressed sections by
color. A selected section is purple, enabled sections are blue, and suppressed
sections are grey. Suppressed sections do not appear on the printed report.
Moving a field
The column headings in the Page Header section link to the fields in the Details
Section; if you move a field in the Details section, the heading associated with
this field moves.
To move a field, do one of the following:
Click a field, hold down the left mouse button, and drag to move the object.
Highlight the object and use the up, down, left and right arrow keys to move
the object.
Resizing an object
To resize an object, do one of the following:
Move the mouse to the end of the object outline; when the cursor changes
to a resize cursor, hold down the left mouse button, and drag to increase or
decrease the size of the object.
Highlight the object, hold down the Ctrl key and use the left and right arrow
keys to resize the object.
Object Properties
Use the Object Properties tab to modify group, field, or formula properties.
Top—Type a numeric value for the vertical position of the field on the
report. The value you enter represents the number of pixels from the top
margin that the field is placed on the report
Format—From the Format list, select a time or number format. The
Format property is available only when you select a number, currency,
or Date/Time data type object.
Currency—From the Currency list, select a currency type. The
Currency property is available only when you select a currency data
type object.
Font—From the Font list, select a font type. This is the font type that
appears on the report for the selected field. The available fonts are
based on the fonts installed on the Contact Center Manager
Administration server.
Note: If a font installed on the Contact Center Manager Administration
server does not appear in the font list, the installed font might not meet
certain requirements. For more information, see “Fonts are missing in
Report Creation Wizard,” on page 444.
Font Color—From the Font Color list, select the font color to appear on
the report for the selected field.
Font Size—From the Font Size list, select the font size to appear on
the report for the selected field.
Text Align—From the Text Align list, select one of the following: Right,
Left, or Center. This represents the field text placement within the field.
Bold—Select the Bold check box to apply bold to the field text that
appears on the report.
Italic—Select the Italic check box to italicize the field text that appears
on the report.
Underline—Select the Underline check box to underline the field text
that appears on the report.
Suppress—Select the Suppress check box to suppress the field from
the report.
5 Click Submit to save changes.
Result: The field is updated in the report view area.
Section properties
Use the Section Properties tab to suppress sections of the report. Suppressed
sections do not print on the report.
Fields
Use the Fields tab to add fields to or remove fields from the report.
When you remove a field from the Details section, Report Creation Wizard
removes the corresponding heading from the Page Header section.
Formulas
Use the Formulas tab to add formulas to or remove formulas from the report.
Formulas appear under their relevant headings in the Formulas list. Standard
formulas appear under the Formulas heading. Formulas relating to views appear
under separate headings for each view, for example, iAgentPerformanceStat
formulas. Report formulas, formulas that appear on the report and are not
associated with a Report Creation Wizard formula, appear in the Formulas list.
Sorting
Use the Sorting tab to select the sort direction and sort order of returned field
data and returned formula data on the report, and to select the sort direction of
returned group data on the report.
Select a sort direction to display the data for fields, formulas and groups in
ascending or descending order. Select a sort order, to sort the order in which
field and formula data appear on the report.
The sort order for returned group data is selected in the Grouping window.
3 Click the field or formula for which you want to change the sort order. To
sort the order of a field or formula, you must first assign a sort direction to
that field or formula.
4 Use the up and down arrows to change the sort order for the selected field
or formula. Group sorts always appear first, followed by field and formula
sorts.
Saving a report
Previewing a report
Preview Icon—The Preview icon is available after you select fields. The Report
Viewer supports standard Crystal Report features such as export, print, and
search. The Report Viewer lists the first 50 records in the database.
Page numbering—If the report spans more than one page, the first page of the
report is numbered as 1+. Until you reach the last page of the report, it is not
known how many pages the report contains. When the next page of the report
appears, the numbering changes to 1 of 2+, and then to 1 of 3+, and so on, until
the last page of the report appears. On the last page, the numbering changes to 1
of x, where x equals the total number of pages. For example, if the report is four
pages, the numbering on the last page is 1 of 4.
Use the Configuration Settings window to set the default properties for the
report.
1 On the toolbar, click the Configuration icon.
2 In the Report Layout section, select the Portrait option or the Landscape
option. This sets the page orientation for the report.
3 From the Default Font list, select a default font to apply to fields, formulas,
labels, or summaries added to a report section. The available fonts are
based on the fonts installed on the Contact Center Manager Administration
server.
The previously selected default font still applies to objects added before
you select the new default font.
If a font installed on the Contact Center Manager Administration server
does not appear in the font list, the installed font might not meet certain
requirements. For more information, see “Fonts are missing in Report
Creation Wizard,” on page 442.
Before you can run and schedule a Report Creation Wizard report in Contact
Center Manager Administration, you must save and import the report to
Historical Reporting. You can use the Import tool import a Report Creation
Wizard report into a standard group or into your private folder. When you
import a Report Creation Wizard report, the supported data ranges (Interval,
Daily, Weekly, and Monthly) are automatically identified during the import
procedure.
You can import Report Creation Wizard reports to Contact Center Manager
Servers only.
Unlike user-imported reports, you need not synchronize Report Creation Wizard
reports. After you import a Report Creation Wizard report, you can edit the
report directly through Report Creation Wizard. When you save the report, all
changes are effective immediately.
The procedure to import advanced (ODBC) reports is similar to simplified
reports, except for the following:
You must manually enter the supported data ranges for each table
referenced on the report.
You must specify the report type. Available report types are Historical,
Configuration, and Networking.
Import tool
When you import a Report Creation Wizard report to Historical Reporting, you
must complete the following sections in the Import tool:
Report Details
Report Options
Data Range
A detailed description is provided for the Data Range section because of the
complexity involved in selecting the data range for the report. For information
about the Report Details and Report Options sections, see “Importing a report”
on page 318.
This section applies only to reports that include tables that contain accumulated
statistics over a specified time period. If a report contains no such tables, such as
a configuration report, leave the Data Range section blank.
From the Table Alias list, select the table that stores accumulated statistics based
on a specific time period. If more than one table alias stores accumulated
statistics based on a specific time period, you must enter at least one table and
timestamp field for each of the table aliases. When multiple tables have
timestamp fields, join the timestamp fields in the Table Linking window.
The system uses the table and timestamp fields to determine how it retrieves
data for each time period.
When you import an advanced report, you must provide the data range in the
associated Table and Timestamp boxes for the selected interval mode. For
example, if you select the daily interval mode, you must enter values in the
Daily Table and the Daily Timestamp boxes. When you import a simplified
report, the system provides the data range for the selected interval mode. For
example, if you select the weekly interval mode, the system automatically
provides the associated data range.
Importing a report
1 On the toolbar, click the Import to Historical Reporting icon.
2 In the Report Title box, type the name for the report. This is the name that
appears in Historical Reporting.
3 Click Browse.
Result: The Open RCW Report dialog box appears.
4 Browse to and select the report to import.
5 Click Open.
Result: The Open RCW Report dialog box closes and the path appears in
the Location box.
6 From the Time zone list, select the time zone of the server to which you
want to import the report.
Nortel recommends that you use the Server Timezone default setting. This
setting automatically adjusts the report interval based on the server time
zone.
7 (Optional) In the Comment box, type any additional information about the
report. This step is optional.
8 Click the Report Options header.
Result: The Report Options section expands.
14 If you import a simplified report, in the Data Range section, select the
Interval Modes for which this report is generated.
15 If you import an advanced (ODBC) report, from the Table Alias list, select
a table.
a. In the Table box, for the data range that matches the selected Table
Alias time period, type the table name.
b. In the Timestamp box, for the data range that matches the selected
Table Alias time period, type the name of the field.
For example, if report is based on the iSkillsetStat table alias, the
entries for each data range are as follows.
16 Click Import.
All buttons in the navigation bar and the toolbar are enabled.
You define the selection criteria for Report Creation Wizard reports differently
than you do for user-defined reports. The following procedure explains how to
define the selection criteria.
1 In Historical Reporting, in the system tree, select a Report Creation Wizard
report.
Result: The Report Properties window appears.
2 In the Report Properties window, click Selection Criteria.
Result: The Selection Criteria heading expands. The fields of each
selected Report Creation Wizard table populate the fields list.
8 Click Add.
Result: The selection criterion appears in the Selection Criteria list.
9 To define additional selection criteria, from the join list, select AND or OR
and then repeat steps 3 to 8.
10 Run the report. “Step 10: Run the report” on page 347
5 Click Next.
Result: The Data Source window appears.
3 From the selected folder, select the Agent By Skillset Performance Stats
report definition.
For a list of report definitions and descriptions, see Appendix A, “Report
definitions.”.
4 Click Next.
Result: The Field Selection window appears.
By default, the table name appears before the field name in the Fields
Selected list. To remove the table name, click the Toggle Table Name icon.
Tip: Alternatively, to select fields, click the field and then click the right
arrow button (>). To select all fields and formulas, click the double right
arrow button (>>). To remove fields from the Fields Selected list, click the
field and then click the left arrow button (<). To remove all fields from the
Fields Selected list, click the double left arrow button (<<).
7 In the Selected Fields list, click iAgentBySkillsetStat.Skillset.
8 In the Width box, type 200.
A default width of 50 pixels applies to all selected fields.
9 In the Selected Fields list, click iAgentBySkillsetStat.Timestamp.
10 In the Width box, type 200.
5 Click Next.
Result: The Summaries window appears.
9 Click Add.
Result: A @RCW_TalkTime summary for the Report Footer, Group Footer
#1, and Group Footer #2 appears in the Summary Data list. Footer 1
generates a total for all data selected, Group Footer 1 generates a total for
each selected skillset, and Group Footer 2 generates a total for each
selected timestamp.
10 Click Next.
Result: The Report Layout window appears.
CallsAnswered type 80
@RCW_TalkTime type 80
CallsAnswered type 80
@RCW_TalkTime type 80
2 Click Browse.
Result: The Open RCW Report window appears.
7 (Optional) In the Comment box, type any additional information about the
report.Click the Report Options header.
Result: The Report Options section expands.
8 For the Report Mode, select Private. The Private Report Templates folder
is automatically selected as the Report Group.
9 In the Select Server list, select the servers to which you want to import the
report.
The Report Type is automatically selected based on the report definition.
This field is read-only.
10 Click the Data Range header.
Result: The Data Range section expands.
11 In the Data Range section, select all of the Interval Mode check boxes to
run the report for all time frames.
The Table and Timestamp boxes auto-populate based on the report
definition and are read-only.
12 Click Import.
Result: A message appears at the bottom of the import window stating
“Report: Agent By Skillset imported successfully.”
Interval appears in the Data Range list and Intervals from X hours ago to X
hours ago is selected.
12 From the Intervals from list, select 1.00.
Result: The report will display performance statistics for the Sales skillset
retrieved one hour ago from the time the report runs.
13 Click Run Now.
Result: The report appears in the Ad-hoc Report Viewer.
6 Select fields to group by. “Step 6: Select group by fields” on page 358
8 Configure the report layout. “Step 8: Configure report layout” on page 362
10 Preview the report. “Step 10: Preview the report” on page 364
11 Import the report. “Step 11: Import the report” on page 365
12 Run the report. “Step 12: Run the report” on page 368
4 Select the Create Advanced Report (via ODBC) option, and then click
Next.
Result: The Data Source window appears.
You can add only one DSN system type to the DSNs Selected list, for
example, CCMM or CCMS.
2 In the Selected DSN Properties area, type the user ID and password to
access the data source.
For configured servers on the Contact Center Manager Administration
server, the user ID and password automatically populate.
3 Click Next.
Result: The Table Selection window appears.
3 Click Next.
Result: The Table Linking window appears.
6 Click Next.
Result: The Field Selection window appears.
You can also select fields by clicking the field and then clicking the right
arrow button (>). To select all fields and formulas, click the double right
arrow button (>>). To remove fields from the Fields Selected, list click the
field and click the left arrow button (<). Click the double left arrow button
(<<) to remove all fields from the Fields Selected list.
6 Use the up and down arrows to change the order of the selected fields.
The order of the fields in the Fields Selected list determines the order in
which they appear on the report.
7 To modify the Selected Field Properties, in the Fields Selected list, click
a field.
Result: The default field name and width appear in the Title and Width
boxes, respectively.
The Title box is a read-only field.
8 In the Width box, type a new width.
A default width of 50 pixels applies to all selected fields.
9 Click Next.
Result: The Grouping window appears.
You can also click an item in the Fields list and then click the right arrow
button (>) to add it to the Group by list. Alternatively, if you want to remove
an item from the Group by list, click the item in the Group by list and then
click the left arrow button (<).
4 To modify the Group Field Properties:
a. From the Group by list, select a field.
8 Click Add.
Result: The @RCW_CallsAnsweredBeforeThreshold formula, Sum
summation type, and the selected report sections appear in the Summary
Data list.
9 Click Next.
Result: The Report Layout window appears.
4 From the Time zone list, select the time zone of the server to which you
want to import the report.
Nortel recommends that you use the Server Timezone default setting. This
setting automatically adjusts the report interval based on the server time
zone.
5 (Optional) In the Comment box, type any additional information about the
report.
6 Click the Report Options header.
Result: The Report Options section expands.
7 For the Report Mode, select Private. The Private Report Templates folder
is automatically selected as the Report Group.
8 From the Report Type list, select HistoricalNodal.
9 In the Select Server list, select the servers to which you want to import the
report.
10 Click the Data Range header.
Result: The Data Range section expands.
10 Click Add.
Result: The Selection Criteria is added.
Formulas
To create additional formulas, use the formula editor. The formula editor
provides:
a list of available fields and formulas
a subset of functions and operators offered by Crystal Reports
Report Creation Wizard custom functions and dynamic formula operators
For additional details about custom functions, dynamic formulas, and formulas
shipped with Report Creation Wizard, see the Contact Center Manager
Historical Reporting and Data Dictionary.
Available formulas
Available formulas are filtered by the following items:
System type—To share formulas for the same system type, a DSN alias is
used. The DSN alias is created when the DSN entry is formatted as
<system>_<IP Address>. The DSN alias for the Contact Center Manager
Server CCM_47.166.105.6 is @CCM_DSN.
Database table—Each table is mapped to a table alias. With a table alias, a
single formula can be used for multiple tables. For example, the table alias
iAgentPerformanceStat applies to iAgentPerformanceStat,
dAgentPerformanceStat, mAgentPerformanceStat, and
wAgentPerformanceStat tables.
Switch type—This concept applies to Contact Center Manager Servers
where the same tables have different database schemas based on switch
type. For example, the formulas shown for CS 1000/Meridian 1 switches
can differ from those shown for CS 2x00/DMS switches.
Formula editor
Use the formula editor to create new formulas or modify user created formulas.
You can create new formulas by selecting the appropriate functions or operators
or by entering free-form text. Formula syntax is automatically validated prior to
saving. Formula syntax errors appear in the status bar. You can also manually
validate formula syntax when you create a formula.
To launch the Formula Editor window, click the Formula Editor icon in the
toolbar.
The following lists, boxes, and buttons are available in the Formula Editor
window.
For each table, a separate group of formulas is available. For example, if the
report includes the table iAgentPerformanceStat, then the group
iAgentPerformanceStat formulas appear.
Formula Name—The formula name appears here. You can modify formula
names in user created formulas only. When you create a new formula, enter the
formula name here.
Formula Text—The code for the formula appears in the Formula Text box.
Fields—Fields from the Field Selection window appear here. Formulas do not
appear here. You can create formulas based on any field. Double-click a field to
add it at the current cursor position in the Formula Text box. A field example is
CallsAnswered, which is a database field that represents the number of answered
calls.
For more information about Contact Center Manager Server or Contact Center
Multimedia database fields, see the Contact Center Manager Historical
Reporting and Data Dictionary.
Functions—These are functions that you can apply to a particular data type. A
function example is Average(CallsAnswered), which returns an average of the
calls answered value. Double-click a function to add it at the current cursor
position in the Formula Text box. For more information about functions, refer to
Contact Center Manager Administration online Help.
Delete button—Click Delete to delete a user created formula. You cannot delete
standard formulas.
You cannot remove these sections from the report; however, you can suppress
them, which hides the section when the report is generated.
In addition, you can add Group sections, which consist of a group header and
group footer.
Report template
Report header
The report header section is printed once, at the beginning of the report, and
contains general information pertaining to the report, such as the report title,
report interval, site name, and table names.
The following table lists the elements in the report header, copied from the
template, and provides a brief description for each element.
Report Interval The collection period for the report. The formula
@report_interval is used to pass this data from
Historical Reporting.
Site Name The name of the site used for the report. The
formula @site_id_name is used to pass this data
from Historical Reporting.
Table Name The table names used to generate the report. The
formula @report_tablenames is used to pass this
data from Historical Reporting.
Page header
The page header section is printed at the beginning of each new page and
normally contains the column headings. When you add a data field or formula to
the report detail section of the report, a default heading for that field is added to
the page header section. You can edit the following heading properties, which
you can add to this section through Report Creation Wizard:
heading name
heading size
position
some basic formatting, such as applying bold or underline formatting to the
heading text
The following table lists the elements in the page header and provides a brief
description for each element.
Typically, the group header contains the group field details, while the group
footer contains the group summaries.
Details
The report detail section is the main body of the report and prints once for each
new record. This section typically contains fields or formulas related to the
selected database table or tables.
Page footer
The page footer section of the report prints at the bottom of each page and
contains the report file name, the print date, and the name of the person who
printed the report, along with the page number. The page number and file name
information appear by default on all reports. You cannot edit page number and
file name information through the Report Creation Wizard interface.
The following table lists the elements in the page footer, copied from the
template, and provides a brief description for each element.
Report footer
The report footer section of the report is printed once at the end of the report.
This section is typically used to display the report grand total summaries.
To customize the Report Creation Wizard template, you need Crystal Reports
10.
The Report Creation Wizard provides a template for landscape report layouts
and a template for portrait report layouts. The two template files are:
RCWTabular_LS.rpt (landscape)
RCWTabular_PT.rpt (portrait)
The objects on the template are copied to the created report. This means changes
to the original templates do not automatically apply to existing reports. See
“Applying changes to existing reports” on page 386 for details.
Template objects
The object name identifies an object on a template. The object name must be
unique and is not case-sensitive. As an example, the object names Picture1,
picture1, and PICTURE1 are all the same.
When you apply a report template, Report Creation Wizard uses the object name
to determine if an object exists on the report. If the object name is not found on
the report, the object is added, using the settings and location specified in the
report template. If the object name is found on the report, the existing object is
replaced with the new object, using the settings and location specified in the
report template.
Report Header
The following table lists the template objects in the report header section and the
unique object name for each.
@report_title reporttitle1
Logo Picture1
Report Interval: Text2
@begin_date_end_date_interval begindateenddateinterval1
site_id_name siteidname2
Table Name: Text1
report_tablenames reporttablenames1
Page footer
The following table lists the report objects in the page footer section and the
unique object name for each.
Page N of M PageNofM1
@Report_user Reportuser1
@printed_date_time printedbydatetime1
3 From the menu toolbar click Insert > Picture to insert a new logo.
4 Click Browse and select the new image to add to the template.
5 Drag the image to the desired location on the report header.
6 Right-click on the image and select Format Graphic from the menu.
Result: The Format Editor window appears.
9 Click the Save icon to save the updated version of the report.
Emergency Help
In this chapter
Overview 388
Starting Emergency Help 389
Overview
An agent might require assistance from the supervisor if, for example, a caller is
abusive. To contact the supervisor, agents can press Emergency on their
phoneset. When the button is pressed, the following events occur:
The Emergency button on the supervisor’s phoneset lights up.
If the supervisor is logged on to Emergency Help and has the Emergency
Help display open or minimized on the desktop, a line of data detailing the
emergency situation appears in the Emergency Help table. If the
Emergency Help display is minimized when the emergency situation
occurs, the display automatically maximizes on the supervisor’s desktop.
This chapter describes the main features of the Contact Center Manager
Administration Emergency Help component. For more detailed information, see
the Contact Center Manager Administration online Help.
When you log on to the Contact Center Manager Administration server, you can
open the Emergency Help component from the main launchpad.
2 On the system tree, click the server on which you want to view the
Emergency Help.
Result: The Emergency Help window for that server appears.
The window shows the name, logon ID, and position ID of the agent who
pressed the Emergency key. While the emergency situation is in effect, the
agent’s status is Active. The window also shows the time when the emergency
situation begins and ends.
You can print the list of agents in this window by clicking Print. You can also
export snapshots of the Emergency Help displays as HTML files to the Contact
Center Manager Administration server by clicking Export. You can use this
snapshot data for future reference.
For more information about Emergency Help and for step-by-step procedures,
see the Contact Center Manager Administration online Help.
Troubleshooting
In this chapter
Overview 394
Section A: General troubleshooting items 395
Section B: Contact Center Management 405
Section C: Access and Partition Management 409
Section D: Historical Reporting 411
Section E: Real-Time Reporting 425
Section F: Report Creation Wizard 439
Overview
This chapter provides simple investigative tips to use when solving problems
that can arise during daily contact center operation. This section is not intended
as a comprehensive troubleshooting guide, but as a guideline for supervisors
who experience difficulty in completing their normal functions.
In this section
Display problems on the client PC 396
Problems while running two sessions on one client PC 397
Problems with Select All 398
Contents from about:blank Web site are blocked by IE Enhanced Security
Configuration 400
Cannot launch windows in CCMA; pop-up windows are blocked 401
Contact Center Manager Administration logon screen displays
ERROR:UNKNOWN! 403
You run more than one Contact Center Manager Administration session at once
on the same client PC and experience difficulty.
Solution
For proper Contact Center Manager Administration functionality, you must not
run more than one Contact Center Manager Administration session at any given
time on a single client PC. In certain scenarios, if you run more than one session
simultaneously on a client PC (with different Contact Center Manager
Administration users), interference can occur between the sessions. In this
situation, you must close all open sessions but one.
In Access and Partition Management, when you view a partition and you select a
user from the Members area, you cannot see the selected user’s details.
Solution
This problem occurs only on PCs running Windows Server 2003 and on PCs
used to connect to Contact Center Manager Administration. When Internet
Explorer is used on a Windows Server 2003 platform, it includes the new
Internet Explorer Enhanced Security Configuration, which is enabled by default.
This configuration is designed to decrease the exposure of the server to potential
attacks that can occur through Web content and application scripts.
One of the features of this configuration is to automatically block Web sites not
listed in the Trusted Sites zone. In Contact Center Manager Administration,
certain pages in Contact Center Management, Historical Reporting, and Access
and Partition Management that contain lists of agents, skillsets, and access
classes make use of a behind-the-scenes URL called about:blank to display the
information correctly. Even after you add the Contact Center Manager
Administration server URL as a Trusted Site (for example, http://
swcservername), you still need to add the about:blank URL as a Trusted Site as
well. Doing so ensures that the about:blank URL is not blocked by Internet
Explorer and that the Select All and Submit buttons function properly.
You receive a message indicating that contents from the about:blank Web site
are blocked by the Internet Explorer Enhanced Security Configuration.
Solution
For the solution to this problem, see “Problems with Select All” on page 398.
Solution
You have a pop-up blocker enabled on the client PC. To access all Contact
Center Manager Administration functions, you must disable pop-up blockers.
To disable Yahoo pop-up blockers, see “Turning off the Yahoo pop-up blocker”
on page 401. To disable Google pop-up blockers, see “Turning off the Google
pop-up blocker” on page 402. To disable the pop-up blocker that comes with
Windows XP Service Pack 2, see “Turning off the Windows XP Service Pack 2
pop-up blocker” on page 402.
Several pop-up blockers are available, and the procedure to disable them might
differ from the procedures listed here. For information about how to disable pop-
up blockers not listed here, contact the pop-up blocker provider.
When you attempt to launch Contact Center Manager Administration the logon
Screen displays ERROR: UNKNOWN!
Solution
Ensure that display settings for Internet Explorer are configured for Western
European (ISO).
In this section
“No Supervisors Defined” error messages appear in Contact Center
Management 406
Cannot remove user-defined partitions from agents in Contact Center
Management 407
You add supervisors through Contact Center Management and exit the
component. When you return to the component and select the same server in
Contact Center Manager Server on which you defined the supervisors, you find
that the supervisors are not there, and an error message appears stating “No
Supervisors Defined.”
Solution
Contact the administrator.
When you remove a user-defined partition from an agent in the Agent Details
window of Contact Center Management, a time out of Contact Center Manager
Administration can occur.
Solution
To remove agents from a user-defined partition, remove the agent from the
partition in the Access and Partition Management component instead of
removing the partition from the agent in the Agent Details window in the
Contact Center Management component.
In this section
Cannot view agents or skillsets in User Defined Partitions view 410
In the User Defined Partitions view of Access and Partition Management, you
cannot view agents or skillsets on a selected user-defined partition.
Investigation
Ask the administrator to ensure that all servers configured in Contact Center
Manager Administration are fully operational. If a partially operational server is
listed for the user-defined partition, a failure to display agent and skillset
information for the remaining servers can result.
In this section
Cannot access a report 412
Cannot print scheduled reports 414
Agent logon IDs appear instead of agent names in saved reports 416
Problems connecting to the data source in Historical Reporting 418
The Report Viewer is blank when launching an ad hoc report 419
Cannot synchronize imported reports: access denied on the network drive 420
Cannot synchronize imported reports; cannot copy to CCMA server 421
Cannot import custom report templates; ASP script timeout error occurs 422
Exporting large reports to PDF causes error message 423
You log on to a server on the system tree and you attempt to generate a report.
However, the report that you want to generate does not appear in any of the
folders on the system tree.
Investigation
To identify why the tree does not contain the report, answer the following
questions.
Question Yes No
Are you logged on to Check the Each type of server (CS 1000/Meridian 1
the correct server in next nodal and networking, CS 2x00/DMS,
the tree? question. NCC) contains specific types of standard
public report templates. If you do not see a
type of report template under one server, try
logging on to another server.
Is the report included Check the Ask your system administrator to include
in the partition next the report in the partition assigned to you.
assigned to you? question.
If the report is a user- Check the When you save a user-defined report in
defined report, are next your Private Report Templates folder, your
you logged on with question. user ID is stored with it. Only you can
the user ID of the access the report. If another user logs on to
user who created the the PC, they cannot access it. Therefore,
report? make sure that you log on as the user who
defined the report.
Question Yes No
If the report is a user- Check the When you save a user-defined report in
defined report, are next your Private Reports Template or Group
you logged on to the question. folder, the server name is stored with it. If
server on which the you log on to another server, you cannot
report was defined? access the report. Therefore, make sure you
log on to the server to which you connected
when you defined the report.
Can you generate the No further Contact your administrator for assistance.
report? action
required.
You scheduled a report to print. After the time to print elapsed, you find that no
report was generated.
Investigation
To identify why the scheduled report did not print, answer the following
questions.
Question Yes No
If the report is a user Check the Report the problem to the author of the
created report, are all next report.
data and formulas question.
valid?
Question Yes No
Is the IP address of Check the Scheduled reports are saved with the IP
the client PC next address of the server on which they were
unchanged? question. scheduled. If the server IP address changes,
you must reschedule the report to reflect the
new IP address.
Can you generate the No further Contact your administrator for assistance.
report? action
required.
You open a private agent report for which you had chosen and saved agent
names from the selection criteria. However, upon opening the saved report,
instead of seeing the agent names in the Selected box, you see agent logon ID
numbers.
Solution
When you first open a report, the selection criteria defaults to the agent logon
IDs. However, the agent names that you select are saved with the report. To
view them, complete the following procedure.
Result: The agent names that you originally chose replace the corresponding
agent logon IDs in the Selected box.
You generate a network call-by-call report, but the report does not contain
information about a call answered at the destination site during the selected
interval.
Investigation
This problem occurs if the clocks at the source and destination sites are not
synchronized. For example, a call is networked out from Toronto at 13:16:00
local time, and is answered in Chicago at 14:14:21 local time. In the Site
parameters, the Time Zone Relative to GMT is configured as follows.
Toronto GMT-5
Chicago GMT-6
The Chicago administrator wants a Network Call By Call Statistics report with
details about this call, and requests a report for the period from 13:00:00 to
13:15:00 (after converting local time to the time zone of the source site). The
requested report does not contain any information about the desired call because
the Network Call By Call Statistics report contains information about calls
networked out from Toronto during this period only, and the call was actually
networked during the previous period.
To troubleshoot the problem, check and synchronize the clocks at the source and
destination servers.
For more information about time zones, see “Reports and time zones” on page
222.
You try to run historical reports, but when you connect to the server in Contact
Center Manager Server, you see an error message in the Ad-Hoc Report Viewer
window stating, “There is a problem connecting to the data source.”
Investigation
This problem can occur when the bindings order of the ELAN and Nortel server
subnet network cards on the server in Contact Center Manager Server is not set
up correctly. Your administrator must configure the bindings order of the
network interface cards so that the Nortel server subnet network card comes
first, then the ELAN network card, and then the virtual adapters for remote
access. For details, see the Contact Center Manager Administration Installation
and Maintenance Guide.
When you launch an ad hoc report, the Ad-hoc Report Viewer is blank.
Solution
You must install the required third-party files on the client PC for the Crystal
Reports viewer to function properly. For details, contact the administrator.
You are denied access to the network drive because the Contact Center Manager
Administration IIS directory security account (that is, IUSR_SWC) cannot read
the report template on the network drive.
The IUSR_SWC account cannot read the report template because of one of the
following issues:
The source report folder on the network drive is not shared with read
permissions for the IIS directory security account.
The Contact Center Manager Administration server is in a workgroup and
the network PC is in a domain or vice versa.
Solution
To view possible solutions, see the Contact Center Manager Administration
Installation and Maintenance Guide.
This issue can occur if either the report is currently running and synchronization
started at the same time, or during the last successful synchronization, the copied
report template file had read-only attributes on the network folder.
Solution
To view possible solutions, see the Contact Center Manager Administration
Installation and Maintenance Guide.
Solution
Resave the report templates that you cannot import and that run on Crystal
Reports 8.5 or earlier in Crystal Reports 9 or Crystal Reports 10. After you
resave the report templates in Crystal Reports 9 or Crystal Reports 10, you can
import the report templates to Contact Center Manager Administration. For
details about how to resave report templates, see the Contact Center Manager
Administration Installation and Maintenance Guide.
Nortel recommends that only customers experiencing this issue perform this
procedure.
When exporting a large report to PDF, the following error message appears:
“The report was not exported. The selected export format may be disabled on the
server.”
The error message appears if you attempt to export a report to PDF that has more
than 300 pages.
Solution
To export a report to PDF with more than 300 pages, use the page selection
fields to export reports in batches of 300 pages or less. For example, export page
1 to page 300 to PDF, and then import the remaining pages using ranges of 300
pages or less. Alternatively, you can schedule the report to export.
In this section
Cannot launch real-time displays 426
Real-time displays are blank 427
No names appear in real-time displays 431
New Web pages are replacing real-time displays in the same browser 432
Real-time displays crash when adding %Skillset_Abdnd_Aft_Th 433
Real-time displays crash when adding %Skillset_Abdnd_Aft_Th 433
Site does not appear in NCRTD when added by IP address 434
Modified agent names are not reflected in the Standard Agent display 435
Real-time displays do not work after rebooting or updating CCMA 436
New agents appear as UNKNOWN in real-time displays 437
When you log on to the client PC and try to launch a real-time display, it does
not launch.
Solution
In Contact Center Manager Administration, the system downloads and registers
a new RTDControl to the client PC when you launch a real-time display for the
first time. If you cannot launch real-time displays on a client PC, then it might be
because you have enforced user policies that deny access to the registry on the
PC, and, therefore, prevent the system from downloading and registering the
new RTDControl.
1 Log on to the client PC as the local administrator (or as a user with registry
permissions).
2 Open Contact Center Manager Administration.
3 Open the Real-Time Reporting component.
4 Launch a real-time display.
Result: The system downloads and registers the required RTDControl to
the client PC. Now regular users can log on to the client PC and launch
real-time displays.
5 Perform this procedure on every client PC on which real-time displays are
launched.
Investigation
Check the following:
Ensure that the LAN/WAN supports multicast traffic by contacting your
network administrator to confirm that the routers have multicast
capabilities.
Verify that you can send and receive data between the server in Contact
Center Manager Server, the Contact Center Manager Administration
server, and the clients. For more information, see the Contact Center
Manager Administration Installation and Maintenance Guide.
Confirm that the Real-time Statistics Multicast (RSM) components are
sending data to the same IP multicast address.
Check the IP Receive address for the Contact Center Manager
Administration server. Make sure that it matches the IP Send multicast
address setting in Contact Center Manager Server. For more information,
see the Contact Center Manager Administration Installation and
Maintenance Guide.
The following graphic shows a display in which both icons appear, indicating
that the Contact Center Manager Administration server supports both multicast
and unicast. In cases where only one transmission method is enabled, only the
corresponding icon appears on the display.
After the display launches, the icon indicates the transmission mode used to
launch the display. The following graphic shows a display receiving data
through a unicast connection, a dedicated connection between the Contact
Center Manager Administration server and client PC.
If this display receives multicast data, a multicast icon appears at the top and
there is no direct connection to the Contact Center Manager Administration
server. Instead, the client listens to a shared multicast data stream.
Real-time displays can appear blank for a number of reasons, as described in the
following scenarios.
No relevant data
The following window appears on a client computer when it is receiving data,
but the data is not relevant for the current display (for example, when the
information is not available within the user’s partition or the current filter blocks
the data from the display). The presence of the unicast icon indicates that a
unicast connection was successfully established and the client PC is receiving
data packets.
Investigation
There might be a problem with the network settings or the configuration of your
DNS server, or there might be delays in the network causing timeouts.
Ensure that the network is functioning correctly, the DNS is configured correctly
on the Contact Center Manager Administration server, and the DNS is providing
responses within a reasonable time (for example, less than 10 seconds). For
more information, see the Contact Center Manager Administration Installation
and Maintenance Guide.
When you view a display on your desktop, if you open a link to another Internet
site from Microsoft Outlook, the new Web page replaces the real-time display in
the same browser window.
Solution
To keep the real-time display open and launch links from Microsoft Outlook in a
new browser window, follow this procedure.
Solution
Add %Skillset_Aft_Abdn_Trshold directly to real-time displays.
Solution
Modify the server configuration by entering the server name. For more
information, see the Contact Center Manager Administrator’s Guide.
If you modify the first or last name of a logged of agent, log the agent on, and
then launch a Standard Agent display, the original agent name, not the modified
agent name, appears in the Standard Agent display.
Solution
Restart the Contact Center Manager Administration iceRTDService and
relaunch the Standard Agent display. For more information, see the Contact
Center Manager Administrator’s Guide.
Solution
To resolve the issue, contact your administrator.
When you add new agents, they appear as UNKNOWN in real-time displays.
Investigation
This problem occurs if the administrator installs VERITAS Backup 9.1 on the
Contact Center Manager Administration server and does not change the default
port setting.
When you install VERITAS Backup 9.1, it uses the default TCP port setting of
10 000, which is also the default port for the Contact Center Manager
Administration Toolkit NameService. This conflict results in Contact Center
Manager Administration malfunctioning (administrative changes, such as agent
and skillset name changes, are not updated in real time, requiring you to restart
the ICERTDService to refresh the cache).
Solution
Contact your administrator.
In this section
Cannot obtain or release a license 440
Launching RCW: Crystal RAS service fails to start 441
RCW reports fail to run in Historical Reporting 442
Cannot view agents or skillsets in User Defined Partitions view 410
Fonts are missing in Report Creation Wizard 444
Solution
Restart the License Manager on the Contact Center Manager Server and restart
the Contact Center Manager Administration License Manager Services on the
Contact Center Manager Administration server.
Additionally, the Crystal Report Application Server service fails to start. If you
attempt to manually start the service, the following error message appears:
Solution
Nortel recommends that you configure DEP for essential Windows programs
and services only. For more information, see the Contact Center Manager
Administrator’s Guide.
If hardware-base DEP is enabled for all programs and services, then Report
Creation Wizard reports with Report Creation Wizard formulas fail to run in
Historical Reporting. These formulas depend on functions added to the Crystal
Reports framework using the Crystal User Function Library (CRUFL).
When a user runs a Report Creation Wizard report with Report Creation Wizard
formulas in Historical Reporting, the Report viewer window launches but the
report does not appear. In addition, a warning message appears in the Event Log
under System. The message has a W3SVC source and is similar to the
following:
If rapid-fail protection is enabled for the application pool, the application pool is
automatically disabled. This stops all applications configured to run in the same
application pool from running. By default, Contact Center Manager
Administration server is installed to run in the pool DefaultAppPool. If rapid-fail
protection occurs, an error message appears in the Event Log under System. The
message has a W3SVC source and is similar to the following:
Solution
Nortel recommends that you configure DEP for essential Windows programs
and services only. For more information, see the Contact Center Manager
Administrator’s Guide.
Fonts are missing from the font list on the Configuration Settings page and the
Report Layout page in Report Creation Wizard.
Investigation
The available fonts in Report Creation Wizard are the fonts installed on the
Contact Center Manager Administration server. Verify with the administrator
that the installed fonts meet the following requirements:
The font must be a TrueType font.
The font must support the following styles: regular, bold, italic, underlined,
and strikethrough.
The font must support ANSI or Symbol character sets. The font can also
support other character sets, such as ShiftJIS or ChineseBig5.
Fonts installed on the Contact Center Manager Administration server that do not
meet these requirements are not available in Report Creation Wizard.
Report definitions
In this chapter
Overview 446
Common Definitions 447
CS1000 (M1), CS2x00 (DMS), and SIP_CC 448
Multimedia (CCMM) 455
Network Consolidated (NCC) 457
Overview
Report Creation Wizard provides report templates that you can use to create
reports. This section lists all of the report templates and provides a description
for each one.
Common Definitions
The Common Definitions folder appears when you launch Report Creation
Wizard from any server. The Common Definitions folder contains the License
Manager folder.
License Manager
The License Manager folder contains the License Usage Stat report definition.
Each switch type lists the report definitions available on a Contact Center
Manager Server. When you launch Report Creation Wizard from a Contact
Center Manager Server, the switch type determines which folder is available.
For example, if the switch type is Communication Server 2x00/DMS, then the
CS2x00 (DMS) folder appears, while the CS1000 (M1) and SIP_CC folders are
unavailable.
Not all report definitions are available for each switch type. Differences, if
applicable, are noted for each report definition.
Agent Performance
The Agent Performance folder contains the following report definitions:
Call By Call
The Call By Call folder contains the Call By Call report definition.
Configuration
The Configuration folder contains the following report definitions:
Network
The Network folder contains the following report definitions:
Other
The Other folder contains the following report definitions:
Multimedia (CCMM)
The Multimedia (CCMM) folder contains the available report definitions for
Contact Center Multimedia. This folder is available if you launch Report
Creation Wizard from a Contact Center Manager Server with an associated
Contact Center Multimedia server.
Multimedia (CCMM)
The Multimedia (CCMM) folder contains the following report definitions:
Call By Call
The Call By Call folder contains the Network Call By Call report definition.
A accelerator key
A key on a phoneset that an agent can use to place a call quickly. When an agent
presses an accelerator key, the system places the call to the configured number
associated with the key. For example, if an agent presses the Emergency key, the
system places a call to the agent’s supervisor.
ACCESS
An internal protocol used by Contact Center Manager Server to directly control
some of the voice services available on the CallPilot or Meridian Mail platform.
access class
A collection of access levels that defines the actions a member of the access
class can perform within the system. For example, a member of the
Administrator access class might be given a collection of Read/Write access
levels.
access level
A level of access or permission given to a particular user for a particular
application or function. For example, a user might be given View Only access to
historical reports.
ACCESS link
A communication channel between Contact Center Manager Server and
CallPilot or Meridian Mail.
ACD call
See automatic call distribution call.
ACD-DN
See automatic call distribution directory number.
ACD group
See automatic call distribution group.
ACD subgroup
See automatic call distribution subgroup.
acquired resource
A resource configured on the switch under the control of Contact Center
Manager Server. Resources must be configured with matching values on both
the switch and Contact Center Manager Server.
activated script
A script that is processing calls or is ready to process calls. Before you can
activate a script, you must first validate it.
active server
In a system with a Replication Server, the server providing call processing and
administration services.
activity code
A number that agents enter on their phoneset during a call. Activity codes
provide a way of tracking the time agents spend on various types of incoming
calls. They are also known as Line of Business (LOB) codes. For example, the
activity code 720 might be used to track sales calls. Agents can then enter 720
on their agent desktop applications during sales calls, and this information can
be generated in an Activity Code report.
adapter
Hardware required to support a particular device. For example, network adapters
provide a port for the network wire. Adapters can be expansion boards or part of
the computer’s main circuitry.
administrator
A user who sets up and maintains Contact Center Manager and Contact Center
Multimedia.
agent
A user who handles inbound and outbound voice calls, e-mail messages, and
Web communications.
agent logon ID
A unique identification number assigned to a particular agent. The agent uses
this number when logging on. The agent ID is not associated with any particular
phoneset.
agent-to-skillset assignment
A matrix that, when you run it, sets the priority of one or more agents for a
skillset. Agent to skillset assignments can be scheduled.
agent-to-supervisor assignment
A matrix that, when you run it, assigns one or more agents to specific
supervisors. Agent to supervisor assignments can be scheduled.
AIP
Advanced I/O Processor
alias
See e-mail alias.
AML
See Application Module Link.
ANI
See automatic Number Identification.
API
See application program interface.
application
1. A logical entity that represents a Contact Center Manager script for reporting
purposes. The Master script and each primary script have an associated
application. The application has the same name as the script it represents. 2. A
program that runs on a computer.
application server
The server on which the Contact Center Manager Administration software is
installed. This server acts as the middle layer that communicates with Contact
Center Manager Server and makes information available to the client PCs.
associated supervisor
A supervisor who is available for an agent if the agent’s reporting supervisor is
unavailable. See also reporting supervisor.
auto-response
A message sent to a customer with no agent interaction. An auto-response can
be an intelligent response, such as a sales promotion flyer, or an
acknowledgement, such as, “We received your e-mail and will respond to you
within three days.”
B basic call
A simple unfeatured call between two 2500 phonesets, on the same switch,
using a four-digit dialing plan.
BBUA
Back-to-Back User Agent
C call age
The amount of time a call waits in the system before being answered by an
agent.
call destination
The site to which an outgoing network call is sent. See also call source.
call intrinsic
A script element that stores call-related information assigned when a call enters
Contact Center Manager Server. See also intrinsic, skillset intrinsic, time
intrinsic, traffic intrinsic.
call priority
The priority given to a request for a skillset agent in a QUEUE TO SKILLSET
or QUEUE TO NETWORK SKILLSET script element. This priority is used
only in queuing a pending request in the pending request queue corresponding to
the required skillsets. This allows pending requests with greater priority in a
skillset to be presented to agents before calls of lesser priority. Call priority has a
range or 1 to 6, with 1 having the greatest priority. Six priorities are used to fully
support the many queuing variations provided by existing NACD functionality.
Call priority is maintained at target nodes for network call requests.
call source
The site from which an incoming network call originates. See also call
destination.
call treatment
A script element that enables you to provide handling to a call while it is waiting
to be answered by a contact center agent. For example, a caller can hear a
recorded announcement or music while waiting for an agent.
call variable
A script variable that applies to a specific call. A call variable follows the call
through the system and is passed from one script to another with the call. See
also global variable, script variable.
CallPilot
A multimedia messaging system you can use to manage many types of
information, including voice messages, fax messages, e-mail messages,
telephone calls (including conferencing), calendars, and directories.
campaign
See outbound campaign.
CAT
Channel Allocation Table
CCR
customer controlled routing
CDN
See controlled directory number.
CLAN
See Customer Local Area Network.
CLAN subnet
See enterprise IP network.
CLID
See Calling Line Identification.
client
The part of Contact Center Manager Server that runs on a personal computer or
workstation and relies on the server to perform some operations. Two types of
client are available: Server Utility and Contact Center Manager Administration.
See also server.
closed reasons
An item configured in Contact Center Multimedia to indicate the result of a
completed e-mail contact. Agents choose a closed reason, and this information
can be generated in a report.
command
A building block used with expressions, variables, and intrinsics to create
scripts. Commands perform distinct functions, such as routing a call to a specific
destination, playing music to a caller, or disconnecting a caller.
CPH
calls per hour
CPU
See central processing unit.
CRM
See Customer Relationship Manager.
CRQS
See Call Request Queue Size.
CSL
Command and Status Link
CTD
See Conditionally Toll Denied.
CTI
See Computer Telephony Integration.
customer administrator
A user who maintains Contact Center Manager.
database views
A logical representation of the database used to organize information in the
database for your use. Event statistics are accessible through database views.
DBMS
Database Management System
deacquire
To release an acquired switch resource from the control of the contact center.
deactivated script
A script that does not process any new calls. If a script is in use when it is
deactivated, calls continue to be processed by the script until they are completed.
default skillset
The skillset to which calls are queued if they are not queued to a skillset or a
specific agent by the end of a script.
denial of service
An incident in which a user or organization is unable to gain access to a resource
that they can normally access.
DEP
See Data Execution Prevention.
Designer Patch
An emergency fix packaged to address specific individual Contact Center
software problems. Designer Patches are viewable from a patch viewer
application. Designer Patches are included in the next scheduled Service Update
or Service Update Supplementary. See also Service Update and Service Update
Supplementary.
desktop user
A configured user who can log on to the Contact Center Manager Server from a
client PC.
destination site
The site to which an outgoing network call is sent. See also source site.
DHCP
See dynamic host configuration protocol.
Dial-Up Networking
See Remote Access Services.
DID
Direct Inward Dial
directory number
The number that identifies a phoneset on a switch. The directory number (DN)
can be a local extension (local DN), a public network telephone number, or an
automatic call distribution directory number (ACD-DN).
display threshold
A threshold used in real-time displays to highlight a value below or above the
normal range.
disposition code
An item configured in Contact Center Multimedia to indicate the result of a
completed outbound contact. Agents choose a disposition code, and this
information can be generated in a report.
DMS
Digital Multiplex Switch
DN
See directory number.
DN call
See directory number call.
DNIS
See Dialed Number Identification Service.
DoS
See denial of service.
DP
See Designer Patch.
DSC
Distant Steering Code
DTMF
Dual Tone Multi Frequency
DVMRP
See Distance Vector Multicast Routing Protocol.
E EBC
See equivalent basic calls.
EIU
Ethernet Interface Unit
ELAN Subnet
See embedded local area network.
e-mail alias
An e-mail address that forwards all e-mail messages it receives to another e-mail
account. For example, the mailbox general@magscripts.com can have the
aliases carz@magsubscriptions.com and planez@magsubscriptions.com. E-mail
addressed to either of these aliases is forwarded to the general@magscripts.com
mailbox. To route e-mail differently depending on the alias to which it is
addressed, create a recipient mailbox as an alias in the Contact Center
Multimedia Administrator application and then create routing rules based on the
alias.
e-mail rule
Determine how an e-mail contact is routed based on information about the
e-mail message (inputs) and configurations in your contact center (outputs).
Emergency key
A key on an agent’s phoneset that, when pressed by an agent, automatically calls
their supervisor to notify the supervisor of a problem with a caller.
enterprise IP network
Your entire IP network including the ELAN subnet and the Nortel server subnet.
event
1. An occurrence or action on Contact Center Manager, such as the sending or
receiving of a message, the opening or closing of an application, or the reporting
of an error. Some events are for information only, while others can indicate a
problem. Events are categorized by severity: information, minor, major, and
critical. 2. An action generated by a script command, such as queuing a call to a
skillset or playing music.
expression
1. A building block used in scripts to test for conditions, perform calculations, or
compare values within scripts. See also logical expression and mathematical
expression. 2. A category of disk drives that employs two or more drives in
combination for fault tolerance and performance. See also relational expression.
F FCTH
See Flow Control Threshold.
filter timer
The length of time after the system unsuccessfully attempts to route calls to a
destination site before that site is filtered out of a routing table.
firewall
A set of programs that protects the resources of a private network from external
users.
first-level threshold
The value that represents the lowest value of the normal range for a statistic in a
threshold class. The system tracks how often the value for the statistic falls
below this value.
G global settings
Settings that apply to all skillsets or IVR ACD-DNs configured on your system.
global variable
A variable that contains values that can be used by any script on the system. You
can only change the value of a global variable in the Script Variable Properties
sheet. You cannot change it in a script. See also call variable, variable.
GOS
See grade of service.
grade of service
The probability that calls are delayed by more than a certain number of seconds
while waiting for a port.
H HDX
See Host Data Exchange.
HTTP
See Hypertext Transfer Protocol.
I ICM
See Intelligent Call Manager.
IGMP
See Internet Group Management Protocol.
Incalls key
The key on an agent phoneset to which incoming ACD and Contact Center
Manager calls are presented.
intrinsic
A word or phrase used in a script to gain access to system information about
skillsets, agents, time, and call traffic that can then be used in formulas and
decision-making statements. See also call intrinsic, skillset intrinsic, time
intrinsic, traffic intrinsic.
IP address
See Internet Protocol address.
IPML
See Integration Package for Meridian Link.
ISDN
See Integrated Services Digital Network.
IVR
See Interactive Voice Response.
IVR ACD-DN
See Interactive Voice Response ACD-DN.
IVR event
See Interactive Voice Response event.
IVR port
See voice port.
L LAN
See local area network.
LOB code
See activity code.
local call
A call that originates at the local site. See also network call.
local skillset
A skillset that can be used at the local site only. See also network skillset,
skillset.
logical expression
1. A symbol used in scripts to test for different conditions. Logical expressions
are AND, OR, and NOT. See also expression, mathematical expression. 2. A
category of disk drives that employs two or more drives in combination for fault
tolerance and performance. See also relational expression.
M M1
Meridian 1 switch
M1 IE
Meridian 1 Internet Enabled switch
mailbox
See recipient mailbox.
Master script
The first script executed when a call arrives at the Contact Center. A default
Master script is provided with Contact Center Manager, but it can be customized
by an authorized user. It cannot be deactivated or deleted. See also network
script, primary script, script, secondary script.
mathematical expression
1. An expression used in scripts to add, subtract, multiply, and divide values.
Mathematical expressions are addition (+), subtraction (-), division (/), and
multiplication (*). See also expression and logical expression. 2. A category of
disk drives that employs two or more drives in combination for fault tolerance
and performance. See also relational expression.
Meridian Mail
A Nortel product that provides voice messaging and other voice and fax
services.
Meridian MAX
A Nortel product that provides call processing based on ACD routing.
MHT
See mean holding time.
MIB
See Management Information Base.
MLS
See Meridian Link Services.
MM
See Meridian Mail.
MOSPF
See Multicasting Extensions to Open Shortest Path First.
MTBC
See mean time between calls.
Multimedia database
A Caché database used to store customer information and contact details for
outbound, e-mail, and Web communication contacts.
MSL-100
Meridian Stored Logic 100 switch
music route
A resource installed on the switch that provides music to callers while they wait
for an agent.
N NACD call
A call that arrives at the server from a network ACD-DN.
NAT
See Network Address Translation.
NCC
See Network Control Center.
NCRTD
See Network Consolidated Real-Time Display.
network call
A call that originates at another site in the network. See also local call.
network script
The script executed to handle error conditions for Contact Center Manager
Server calls forwarded from one site to another for customers using NSBR. The
network script is a system-defined script provided with Contact Center Manager,
but it can be customized by an authorized user. It cannot be deactivated or
deleted. See also Master script, primary script, script, secondary script.
network skillset
A skillset common to every site on the network. Network skillsets must be
created at the Network Control Center (NCC).
night mode
A skillset state in which the server does not queue incoming calls to the skillset,
and in which all queued calls are given night treatment. A skillset goes into night
mode automatically when the last agent logs off, or the administrator can put it
into night mode manually. See also out-of-service mode, transition mode.
NPA
See Number Plan Area.
NSBR
See Network Skill-Based Routing.
ODBC
See Open Database Connectivity.
OEM
Original equipment manufacturer
Office hours
Hours configured in the contact center where e-mail messages can be routed
using one method when the contact center is open, and another method when the
contact center is closed.
OLE
See object linking and embedding.
OSPF
See Open Shortest Path First.
OTM
See Optivity Telephony Manager.
outbound campaign
A group of outgoing calls from the contact center for a specific purpose, for
example, customer satisfaction surveys.
outbound contact
An outgoing voice call intelligently routed to an agent according to a skillset
within a defined time interval. The call can be dialed by the agent or the switch.
out-of-service mode
A skillset state in which the skillset does not take calls. A skillset is out of
service if no agents are logged on or if the supervisor puts the skillset into out-
of-service mode manually. See also night mode, transition mode.
out-of-service skillset
A skillset not taking any new calls. While a skillset is out of service, incoming
calls cannot be queued to the skillset. See also local skillset, network skillset,
skillset.
P patch
See Designer Patch.
PBX
See private branch exchange.
pegging
The action of incrementing statistical counters to track and report on system
events.
pegging threshold
A threshold used to define a cut-off value for statistics, such as short call and
service level. Pegging thresholds are used in reports.
PEP
Performance Enhancement Package. Now known as Designer Patch. See
Designer Patch.
phoneset
The physical device, connected to the switch, to which calls are presented. Each
agent and supervisor must have a phoneset.
phoneset display
The display area on an agent’s phoneset where information about incoming calls
can be communicated.
PIM
See Protocol Independent Multicast.
Position ID
A unique identifier for a phoneset, used by the switch to route calls to the
phoneset. Referred to as Telephony/Port Address in Contact Center Manager
Server.
primary ACD-DN
A directory number that callers can dial to reach an ACD group.
primary script
A script executed or referenced by the Master script. A primary script can route
calls to skillsets, or it can transfer routing control to a secondary script. See also
Master script, network script, script, secondary script.
priorities
Two sets of priorities affect queuing and call presentation: agent priority per
skillset and call priority. For both sets of priorities, the lower in value of the
number indicates a greater priority in presentation. All idle agent queues and all
pending request queues always queue by priority as its top precedence. All other
queuing options, such as age of call and agent idle time, take a lower precedence
than priority. See also call priority and agent priority per skillset.
PSTN
See public switched telephone network.
R RAID
See Redundant Array of Intelligent/Inexpensive Disks.
RAN
recorded announcement
RAN route
See recorded announcement route.
RAS
See Remote Access Services.
recipient mailbox
A container on the e-mail server that hold e-mail messages. Standard mailboxes
are monitored by the Contact Center E-mail Manager, which routes the e-mail to
an agent or group of agents (skillset) based on an analytical search of the sender
address, the recipient address, the subject and body of an e-mail message for
predetermined keywords, or a combination of these. The e-mail server must be
compliant with Post Office Protocol 3 (POP3) and Standard Mail Transfer
Protocol (SMTP).
redundant server
A warm standby server, used for shadowing the Multimedia database on the
Multimedia server and providing a quick recovery if the primary server fails.
relational expression
An expression used in scripts to test for different conditions. Relational
expressions are less than (<), greater than (>), less than or equal to (< =), greater
than or equal to (> =), and not equal to (< >). See also expression, logical
expression, mathematical expression.
Replication Server
A server that backs up the active Contact Center Manager Server to the standby
Contact Center Manager Server in real time.
reporting supervisor
The supervisor who has primary responsibility for an agent. When an agent
presses the Emergency key on the phoneset, the emergency call is presented to
the agent’s reporting supervisor. See also associated supervisor.
route
A group of trunks. Each trunk carries either incoming or outgoing calls to the
switch. See also music route, RAN route.
router
A device that connects two LANs. Routers can also filter messages and forward
them to different places based on various criteria.
routing table
A table that defines how calls are routed to the sites on the network. See also
round robin routing table, sequential routing table.
RSM
See Real-time Statistics Multicast.
RSVP
See Resource Reservation Protocol.
rule
See e-mail rule.
S sample script
A script installed with the Contact Center Manager Server client. Sample scripts
are stored as text files in a special folder on the client. The contents of these
scripts can be imported or copied into user scripts to create scripts for typical
contact center scenarios.
SCM
See Service Control Manager.
script
A set of instructions that relates to a particular type of call, caller, or set of
conditions, such as time of day or day of week. See also Master script, network
script, primary script, secondary script.
script variable
See variable.
second-level threshold
The value used in display thresholds that represents the highest value of the
normal range for a given statistic. The system tracks how often the value for the
statistic falls outside this value.
secondary script
Any script (other than a Master, network, or primary script) referenced from a
primary script or any other secondary script. Statistics are not pegged for actions
occurring during a secondary script. See also Master script, network script,
primary script, script.
server
A computer or device on a network that manages network resources. Examples
of servers include file servers, print servers, network servers, and database
servers. Contact Center Manager Server is used to configure the operations of
the contact center. See also client.
server subnet
The subnet to which the Nortel servers, such as Contact Center Manger Server,
Network Control Center, Contact Center Manager Administration, Contact
Center Multimedia, and CallPilot are connected.
service
A process that adheres to a Windows NT structure and requirements. A service
provides system functionality.
service level
The percentage of incoming calls answered within a configured number of
seconds.
Service Update
A Contact Center supplementary software application that enhances the
functionality of previously released software by improving performance, adding
functionality, or correcting a problem discovered since the original release. All
previous Service Updates (SUs) for the release are included in the latest Service
Update. For example, SU02 contains the contents of SU01 as well as the fixes
delivered in SU02. SU03 contains SU01, SU02, and the fixes delivered in SU03.
See also Service Update Supplementary and Designer Patch.
SIP
See Session Initiation Protocol.
SIP Terminal
The SIP Address of the TR87 controlled terminal dedicated to this agent. This is
the phone number that the agent controls, combined with the domain of the
agent in the SIP URI.
SIP URI
The SIP Address for the agent as configured on the target SIP server. The SIP
Address uniquely identifies the agent on the SIP network.
site
1. A system using Contact Center Manager Server that can be accessed using
Server Utility. 2. A system using Contact Center Manager Server and
participating in Network Skill-Based Routing.
skillset
A group of capabilities or knowledge required to answer a specific type of call.
See also local skillset, network skillset.
skillset intrinsic
A script element that inserts information about a skillset in a script. Skillset
intrinsics return values such as skillsets, integers, and agent IDs. These values
are then used in queuing commands. See also call intrinsic, intrinsic, time
intrinsic, and traffic intrinsic.
SL-100
Stored Logic 100 switch
SNMP
See Simple Network Management Protocol.
source site
The site from which an incoming network call originates. See also destination
site.
standby
In skillset assignments, a property that grants an agent membership in a skillset,
but makes the agent inactive for that skillset.
standby server
A server that contains an up-to-date version of the database, for use when the
active server becomes unavailable.
SU
See Service Update.
supervisor
A user who manages a group of agents. See also associated supervisor and
reporting supervisor.
supplementary ACD-DN
A DN associated with a primary DN. Any calls to the supplementary DN are
automatically routed to the primary DN. A supplementary DN can be a toll-free
(1-800) number.
SUS
See Service Update Supplementary.
switch
See telephony switch.
switch resource
A device configured on the switch. For example, a CDN is configured on the
switch and then used as a resource with Contact Center Manager Server. See
also acquired resource.
system-defined scripts
The Master_Script and the Network_Script (if NSBR is enabled). Users can
customize or deactivate these scripts, but they cannot delete them. These scripts
are the first scripts executed for every local or network call arriving at the
contact center.
T TAPI
See Telephony Application Program Interface.
target site
See destination site.
TCP/IP
See Transmission Control Protocol/Internet Protocol.
TDM
See Time-Division Multiplex.
telephony
The science of translating sound into electrical signals, transmitting them, and
then converting them back to sound. The term is used frequently to refer to
computer hardware and software that perform functions traditionally performed
by telephone equipment.
telephony switch
The hardware that processes calls and routes them to their destination.
threshold
A value for a statistic at which system handling of the statistic changes.
threshold class
A set of options that specifies how statistics are treated in reports and real-time
displays. See also display threshold, pegging threshold.
Time-Division Multiplex
A method of transmission in which a signal is separated into multiple segments
at the transmission source, and then reassembled at the receiving end.
time intrinsic
A script element that stores information about system time, including time of
day, day of week, and week of year. See also call intrinsic, intrinsic, skillset
intrinsic, traffic intrinsic.
Token Ring
A PC network protocol developed by IBM. A Token Ring network is a type of
computer network in which all the computers are arranged schematically in a
circle.
traffic intrinsic
An intrinsic that inserts information about system-level traffic in a script. See
also call intrinsic, intrinsic, skillset intrinsic, time intrinsic.
transition mode
A skillset state in which the server presents already queued calls to a skillset.
New calls queued to the skillset are given out-of-service treatment. See also
night mode, out-of-service mode.
treatment
See call treatment.
trunk
A communications link between a PBX and the public central office, or between
PBXs. Various trunk types provide services such as Direct Inward Dialing (DID
trunks), ISDN, and Central Office connectivity.
U user-created script
A script created by an authorized user on the Contact Center Manager system.
Primary and secondary scripts are user created scripts.
user-defined script
A script modified by an authorized user on the Contact Center Manager system.
utility
A program that performs a specific task, usually related to managing system
resources. Operating systems contain a number of utilities for managing disk
drives, printers, and other devices.
V validation
The process of checking a script to ensure that all the syntax and semantics are
correct. A script must be validated before it can be activated.
variable
A placeholder for values calculated within a script, such as CLID. Variables are
defined in the Script Variable Properties sheet and can be used in multiple
scripts to determine treatment and routing of calls entering Contact Center
Manager Server. See also call variable, global variable.
Voice over IP
Voice traffic transmitted in digital format using the IP protocol.
voice port
A connection from a telephony port on the switch to a port on the IVR system.
VPN
See Virtual Private Network.
VXML
See Voice Extensible Markup Language.
W WAN
See wide area network.
Web-on-hold
A set of URLs that a customer sees after requesting a text chat session, and
before the agent connects to the Web Communications contact.
workload scenarios
Sets of configuration values defined for typical patterns of system operations.
Five typical workload scenarios (entry, small, medium, large, and upper end) are
used in the Capacity Assessment Tool for capacity analysis for Contact Center
Manager.
V
viewing
agent details 69, 98
agent states 107
agent to skillset inefficiencies 108
agent-to-skillset assignments 84
agent-to-supervisor assignments 84
call volume data 107
configured supervisors 60
networked agent status 107
networked call volume 108
non-staffed skillsets 118
problems with views 398
schedule assignments 94
skillsets 99
statistics in Agent Desktop Display 189
Occupation: Phone:
Information is subject to change without notice. Nortel Networks reserves the right to make changes
in design or components as progress in engineering and manufacturing may warrant.
The process of transmitting data and call messaging between the Meridian 1 and Contact Center
Manager is proprietary to Nortel Networks. Any other use of the data and the transmission process
is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to
such use. Violations of the license by alternative usage of any portion of this process or the related
hardware constitutes grounds for an immediate termination of the license and Nortel Networks
reserves the right to seek all allowable remedies for such breach.