3Com EXCHANGE CALL CENTER User Guide

3Com® eXchange Call Center Visor User Guide

Version 4.33

http://www.3com.com

Part Number 900-0151-01 Rev AA Published May 2004

3Com Corporation, 350 Campus Drive, Marlborough, MA 01752-3064

Copyright © 2004, 3Com Corporation. All Rights Reserved. No part of this documentation may be reproduced in any form or by any means or used to make any derivative work (such as translation, transformation, or adaptation) without written permission from 3Com Corporation.

3Com Corporation reserves the right to revise this documentation and to make changes in content from time to time without obligati on on the part of 3Com Corporation to provide notification of such revision or change.

3Com Corporation provides this documentation without warranty, term, or condition of any kind, either implied or expressed, including, but not limited to, the implied warranties, terms, or conditions of merchantability, satisfactory quality, and fitness for a particular purpose. 3Com may make improvements or changes in the product(s) and/or the program(s) described in this documentation at any time.

If there is any software on removable media described in this documentation, it is furnished under a license agreement included with the product as a separate document, in the hardcopy documentation, or on the removable media in a directory file named LICENSE.TXT or !LICENSE.TXT. If you are unable to locate a copy, please contact 3Com and a copy will be provided to you.

UNITED STATES GOVERNMENT LEGEND

If you are a United States government agency, then this documentation and the software describe d herein are p rovided to you subject to the following:

All technical data and computer software are commercial in nature and developed solely at private expense. Software is delivered as “Commercial Computer So ftware” as defined in DFAR S 252.227-7014 (June 1995) or as a “commercial item” as defined in FAR 2.101(a) and as such is provided with only such rights as are provided in 3Com’s standard commercial license for the Software. Technical dat a is provided with limited rights only as provided in DFAR 252.227-7015 (Nov 1995) or FAR 52.227-14 (June 1987), whichever is applicable. You agree not to remove or deface any portion of any legend provided on any licensed program or documentation contained in, or delivered to you in conjunction with, this guide.

Unless otherwise indicated, 3Com registered trademarks are registered in the United States and may or may not be registered in other countries.

3Com, NBX, the 3Com logo, and SuperStack are registered trademarks of 3Com Corporation. NBX NetSet and pcXset are trademarks of 3Com Corporation.

Adobe is a trademark and Adobe Acrobat is a registered trademark of Adobe Systems Incorporated. Microsoft, Windows, Windows 2000, and Windows NT are registered trademarks of Microsoft Corporation.

All other company and product names may be trademarks of the respe ctive comp anies with which they are associated.

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ABOUT THIS GUIDE 5

Conventions 5 Related Documentation 5

Documentation Comments 6 Registration, Warr ant y, and Suppor t Information 6 Disclaimers 6

CHAPTER 1: INTRO D UC TIO N TO THE 3COM EXCHANGE CALL CENTER 7

Call Center Overview 7

CHAPTER 2: OVERVIEW OF THE 3COM EXCHANGE VISOR APPLICATIONS 9

3Com eXchange Call Center Administration 9 3Com eXchange Call Center Real-Time Monitoring 9 3Com eXchange Call Center Historical Reports 10 3Com eXchange Call Center Wall Board Administration 10

CHAPTER 3: EXCHANGE CALL CENTER REAL-TIME MONITORING 11

Using Real-Time Monitoring Reports 12

Accessing the 3Com eXchange Call Center Real-Time Monitoring Application 12

Creating New Real-Time Reports 14

Changing the Group in the Current Window 15

Adding and Removing Entities from Report Windows 16

Opening Pre-Defined Real-Time Reports 16

Sorting Entries in the Current Window 17

Saving Real-Time Reports 17

Setting Refresh Rate 18 Available Report Types in the Real-Time Monitoring Application 19

Agent Distribution Graph 19

Brief Agents Status 19

Brief DNIS Status 20

Brief Group Status 20

3Com® eXchange Call Center Visor Guide 3

Call Distribution Graph 20

Group Agent Status 21

Detailed Group Status 21

Detailed Super-Group Status 22

Graphical Agent Status 22

Group Queue Calls 22

Groups Service Time Intervals Graph 23

Trunks Status 24

Groups Status 24

Group Hourly Report 24

Daily Brief Group State 25

Daily Summary Brief Group Status Window 25

Daily Summary Detailed Group Status Window 26

Hourly Group Status Window 30

Daily Detailed Group Status 31

Daily Detailed Super-Group Stat us 32

CHAPTER 4: EXCHANGE CALL CENTER HISTORICAL REPORTS 33

Factory Reports 34 User Definable Reports 35 Using Historical Reports 37

Creating a New Report 37

Scheduling Automatic Reports 39

Viewing and Modifying the Schedule List 42 Data Columns 42

CHAPTER 5: EXCHANGE CALL CENTER WALL BOARD APPLICATION 73

Messages Editor 73 Wall Board Configuration 74 Real-Time Interval 76 Available Fields for the GROUPS in the Wall Board Administration Application 76

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ABOUT THIS GUIDE

This guide describes how to use the 3Com eXchange Visor A p plications. It describ es t he Real-Time Monitorin g , Hi storical Report, and Wall Board applications and explains how to use them. The guide is inte nded for Call Center managers and supervisors.

For more information on t he 3Com eXchange Call Cent er solution, see the Help. For a description of many of the 3Com eXchange Call Center concepts and terms used in this document, see Chapter 2: Overview of the 3Com eXchange Visor

Applications.

Conventions

Table 1 lists conventions that are used throughout this guide.

Table 1 Notice Icons

Icon Notice Type Description

Information note Information that describes important features or instructions

Caution

Warning Information that alerts you to potential personal injury or death

Information that alerts you to potential loss of data or potential damage to an application, device, system, or network

Registration, Warranty, and Support Information

For details on how to register y our product and get support from 3Com, see Appendix E: “Obtaining Support for Your 3Co m Pr oducts” in the 3Com eXchange C al l C ent er I nst allation and Getting Started Guide.

Disclaimers

The illustrations and other v iews, telephone displays, and screen captures appearing in t his manual are examples used to explain how the applicati on’ s fe at ures and controls are used. What appears in the illustrations may dif fer fr om what appears on your actual equipment and may not represent something that is possible in actual operation. The functions that you can use and the information that you can display may differ d epending on the telephony st at e and external equipment conne ct ed in your network and eXchan ge system. Therefore, use the illustrations only as guidelines.

The names of companies, product s, people, characters, and data ment ioned in the examples herein are fictitious and are in no w ay intended to represent any real in dividual, company, product, or event, unless otherwi se not ed.

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CHAPTER 1: INTRODUCTION TO THE 3COM EXCHANGE CALL CENTER

The figures in this guide may not represent exactly what you see on yo ur monitor in all details. Use t hem only as guidelines.

The 3Com eXchange Call Cent er is a comprehensive routing and management system designed to control and monitor t he activities of the Call Center.

Call Center Overview

The 3Com eXchange Call C ent er i ncl udes the Engine, Admin, Visor and Agent modules.

§ The Engine module, together with the I nt eractive Voice Response package (IVR), provides the Call Center administrator with a number of so phisticated mechanis ms for routing incoming calls t o agents, including routing incoming calls by DNIS (the number dialed)

In addition, the 3Com eXchang e Call Center provides the admin istrat or w it h a sophisticated, yet easy t o use script i ng mechanism. Incoming calls are routed to agents according to the service required by t he D NIS (number dialed).

§ The Adm i n m odule enables authorized supervisors to define the para met ers of different system entities (for exampl e, Agents, Agent Groups, and Trunk Groups) and easily modify their profiles. There are sev eral administration levels with di f fere nt access rights.

§ The Visor module is a Management Information Syst em. This application mo nit o rs Call Center activities and provid es real-time information as well as generating reports that summarize the system's performance over a given time period. The Visor module also provides statistical analysis of the Call Center system behavior within a specified period.

§ The Agent module provides the agent with all the necessary in formation regarding any incoming call type and the caller, before a call is even answered. This Windows-bas ed application provide s agents with an extensive toolbar so that they can perform a ll telephony functions fro m their de sktops. The toolbar is so compact that most of the agent's screen-space can be used t o run ot her applications.

These modules combined form the 3Com eXch ange Call Center syst em. They enable Call Center managers to design a rout ing plan and accurately asses s C all Center activity trends. Based on this information, management can prov ide t he most efficient personnel allocation plan to meet the Call Center's requirements.

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CHAPTER 2: OVERVIEW OF THE 3COM EXCHANGE VISOR APPLICATIONS

The eXchange Visor suite o f app lications is designed to mon itor ACD activities, generate reports that summarize the past performance of the system over a given time period, and provide statistical an alysis of the Call Center system behavior within a specified period.

The figures in this guide may not represent exactly what you see on yo ur monitor in all details. Use them only as guidelines. See the Help files for feature det ails.

The eXchange Visor consist s of four a pplications: The Ad ministration, The Real Time Monitoring, The Histor ical Reports, and the Wall Board Administration. Each application is a separate entity that acts inde pendently of the others.

This Management Informat ion System enables authorized supervisors to define t h e parameters of system entities (for example, Agents, Agent Groups, and Trunk Groups) and modify their attributes. Mult iple eXchange Visor workstations may be activated, al low i ng a number of supervisors and managers to work simultaneously. Each one of the Visor stations requires an appropriate license.

3Com eXchange Call Center Administrati on

The 3Com eXchange Cal l Center Administration enab les authorized managers and supervisors to define the parameters of the system entities: Agents, Agent Groups, Trunk Gro ups, Super-Groups, Supervisors, and System Definitions. Configuring these parameters is generally performed once, when the system is set up. However, certain parameters may also n eed to be updated during the course of work using the Administ rat io n application.

For a detailed explanation of the Administration application, see the 3Com eXchange Call Center Administrator's Guide.

3Com eXchange Call Center Real-Time Moni toring

The Real-Time Monitoring a pplication allows manage rs and supervisors to obtain online statisti cal and graphical infor m at ion concerning Call Cent er activities. The information can be displayed in table s, forms, and graphic formats, providing a cle ar and current picture of what is hap pening in the Call Center.

3Com® eXchange Call Center Visor Guide 9

3Com eXchange Call Center Hi storical Reports

The Historical Report s application enables man agers and supervisors to generate historical statistical reports for evaluating past activities and plann ing future actions. The applicat ion contains a variety of predefined report templates that can be filled out and gener at ed. In addition, it enables free creation of reports based on an opened report generator using simple drag-and-drop operations.

3Com eXchange Call Center Wall Board Administration

The optional Wall Board Admi ni st rat ion enables the supervisor to control t he messages displayed on Wall Boards and agent boards. Message s may contain free text and statistical para meters and can be projected on different Wall Boards. Free sequences may be def ined as a scenario and pop-up mes sages can be sent automatically.

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CHAPTER 3: EXCHANGE CALL CENTER REAL-TIME MONITORING

The figures in this guide may not represent exactly what you see on yo ur monitor in all details. Use t hem only as guidelines.

In Real-Time Monitoring, the su pervisor observes statistical data on t he screen that reflects the actual Call Cent er activity as it occurs.

Real-Time data is presente d in report windows. Real-Time mo nit oring is implemented us ing dynamic reports that reflect actual Cal l Cent er act ivity between two configurable t hreshold levels. The system continually updates the gra phi cal data , so that the latest in formation for the current time interval is always on t he screen.

Examples: If the Real-Time Interval defined is one hour, and the time is currently 10:42, the data

presented is for the time period 09: 42 - 10: 42. At 09:35, the data presente d is for the time period 08:35 - 09:35. By default, the real-time monitors are updated once a second. To eliminate network impact and allow remote supervis ing ov er t he WAN or Internet, the RealTime Monitoring application uses a sophisticated refresh-rate algorithm that is designed to monitor the transfer abilit ies of the network and update the refresh rat e accordingly.

Supervisor can personalize their own workspaces to use any of the various reports on required entities (agents, groups, supergroups, trunks, and s o on), according to defined privileges. The default w orkspace is displayed when the supervisor logs on.

Three basic types of report templates are defined automatically:

§ Tabular Reports, with flexibl e col umn widths and scrolling bars, dis play current, cumulative and statistical information with tw o levels of colored indicators for thresholds.

§ Scalable Forms, which report numerical information on designed fields with two levels of colored indicators for threshold s.

§ Graphical Reports, which d isplay performance and act ivities on configurable 2D or 3D graphs, Supervisors can custom ize the coloring, location of legends, and so on.

3Com® eXchange Call Center Visor Guide 11

Using Real-Time Monitoring Reports

This section contains step-by-st ep i nst ruct ions on how to use the Real-Time Reports. These sub-sections include how to:

§ Access the 3Com eXchange Call Center Real-Time application

§ Create a new report

§ Change the group in the current window

§ Add a group in the current window

§ Remove a group from the current window

§ Open a report

§ Reorder the entries in a report

§ Save a report

§ View a report

§ Filter the report's results

§ Sort the report's columns

§ Set the refresh rate

Accessing the 3Com eXchange Call Center Real-Tim e Monitoring Applicati on

1 Double-click the Real-Time monitoring icon in the 3Com eXchange Call Center folder

group. The Login window appears.

2 Enter the Login Name, Password and Set Language in the Login window.

Using the Set Language option allows the user to operate in either English or Spanish. To revert back to the previous language (Eng lish or Spanish), log off and then log back on using the preferred language

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3 Click the OK button. The Real-Time Monitoring w in dow appears.

If the workspace settings are define d, the following splash wi ndow appears.

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Creating New Real-Time Reports

1 In the Real-Time Monitoring wi ndow, select the New option in the File menu. The New

dialog box appears.

2 Select the report type from the Report Type drop-down list.

3 Select the template fro m the Template Name list and click OK.

The New Group, New Trun k Group or New Agent dialog box appears, depending on t he selected template.

4 Select the required new grou p, t r unk group or agent and click OK. The selected R eport

window appears. The new w indow i s named "Untitled" along with the item name and ID number. For example: Untitled, [ G roup: Project1, 3421]. Any current act iv ity in the ACD is immediately reflected in the report .

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Changing the Gro up i n t he Current Window

This action applies only t o report s relat ed to one entity such as:

§ Calls Distribution Graph

§ Group Agent Status

§ Detailed Group Status

§ Detailed Super Group Stat us

§ Agent Distribution Graph

§ Trunk Group Trunk Status

1 Select the Change option from the Contents me nu, or use t he t oolbar icon.

The Change Group dialog box appears, showing the list of groups not yet included in the report.

2 Select the group to be monitored in the current Real-Time Report. Click OK.

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Adding and Remov ing Entities from Report Windows

Groups, Trunk Groups and stati ons can be added to or removed from report windows. This action applies only to reports that allow you to see more tha n one entity at a time.

To add or remove Groups to or from the Brief Group Status, Group Queue calls and STI Graph reports, or Trunk Groups to or from the Trunk Group Status Report, use the following procedure:

1 Select Add or Remove from the Contents menu, or use the toolbar icons.

Add icon Remove icon

The Add Group dialog box a ppears with the list of groups that are not alre ady in the report.

The Remove Group dia log box appears, listing groups currently presented in the report.

2 Select the group to be added to or re mov ed fr om the current real-time report. Click OK.

To add or remove stations to or from the G r aphical Agent Status report

3 Select the Add or Remove option, or use the icons. The Add or Remov e St at i on dialog

box appears.

4 Enter the number of the station to be added or removed and then click OK.

Opening Pre-Def i ned Real-Time Re por t s

1 Select Open from the File menu. The Open dialog box appears. 2 Click the Public or Private check boxes (or both) to display the desired report s. 3 Select the report type from the Report Type drop-down list and click OK.

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Sorting Entries in the Current Window

Report tables can be custo mized by changing the order of the ent ries. Entries may be sorted by agent name, by agent number or by ext ension number.

1 Select Reorder fr om the Contents menu, or use the toolbar icon.

The Reorder dialog box app ears.

The By Extension check box does not appear for trunk and group report s.

2 Select the desired option. 3 Click OK. The report entries are reordered according t o your selection.

After a sort is completed, all entries that are not logged in will be placed at the bottom of the list.

Saving Real-Time Repor t s

A report can be saved in two lists: t he public reports list, and the private report list. All authorized supervisors can view public reports and only t he supervisor who created them can view private reports.

Select Save, Save as, or Workspace from the File menu (or use the toolbar icons):

Icon File Menu Option Function

Save

Save As

To save the real-time report in the currently active window under its current name

To save the real-time report in the currently active window under a new name

Workspace

To save the current workspace area as the default option or to restore the default layout. Reports and layouts open in this workspace are saved in the database

1 Click the Public or Private check box (or bot h) t o save the report in the selected list(s).

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2 Type in a name for the report. 3 Click OK.

An asterisk (*) in the report title bar indicates that the report structure has changed since the last save. The report must be saved again for the changes to be written to the database.

Setting Refresh Rate

The refresh rate is the update time int erval. For example, if the refresh rate is set t o 5 seconds, informatio n is updated every five seconds.

1 Select Refresh Rate from the Tools menu. 2 Choose a mode:

§ Automode - allows the system to automatical ly set the refresh rate depending on the

load of the network.

§ Manual Mo d e - allows the user to set the refresh rate at a constant rat e. The dialog

box shown in Figure 5-10 appears when Manual Mode is selected.

If the manually set refresh rate is inappropriate for the current network load, the system increases the rate to a m ore efficient rate (that is, 5 seconds to 7 seconds).

3 Click OK.

If an activity begins and ends bef ore t he next update of inform at ion, t his act ivity is not reported in the report. For example, if the refresh rate is 5 second s and an agent speaks on a call for 3 seconds, this call will no t appear in the real-time report.

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Available Report Types in the Real-Time Monitoring Application

Agent Distribution Graph

The pie chart displayed in the A gent Distribution Graph window shows the distribution of current agent activity as it occurs. You can quickly see the percentage of agents of a group in various states. For detail ed i nf ormation related to a specifi c sl ice, simply double-click it and the details balloon appears. G r aph t ypes, colors, legends location and 2 or 3D are all user definable.

Brief Agents Status

The Brief Agents Status is a tabular report that allows the follow-up of activities performed by a team of agents, regardless of which ACD group they are l ogged-in. The supervisor is able to add agents and see what ty pe of activ it y the agent is engaged in and how long for (for example: IDLE state, ACD, WRAP, and so forth.). Different co lors are used to differentiate between various states and are defined in the Colors option of the Administration appl ication. This report shows additional information related to the curre nt cal l: D NIS and Caller ID (ANI) numbers if available, the group t he agent is serving right now an d ACD calls dealt with in the current Real-Time Interv al.

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Brief DNIS Status

The Brief DNIS Status tabu lar report is designed to show perfo rmance information relat ed t o calls received at a DNIS. The report di splays counters related to the current st at us of calls received at a DNIS number, plus cumulative and stat ist ical information over t he current RealTime Interval.

Brief Group Status

The Brief Group Status tabular report is designed to sh ow brief information on the performance of one or more agent groups. C urrent st at us of the group is displayed along with cumulative and statistical informat i on. The fields: ACD Calls, TSF, Calls Abnd, C alls Ovfl. and Transferred out are counter s or calculations related to the Real-Time Interval defined for the group. Note that t he colors in some fields indicat e that the thresholds for those fields have been exceeded. Threshold values are speci fied in the Thresholds tab of the Groups in the Administration application. Thresh old colors are specified in the Co l ors opt ion of the Administration app lication.

Call Distribution Graph

The pie chart displayed in the Call Distribution Graph wi ndow shows the distribution of ca lls received by the group in the current t ime interval. You can quickly see how many calls are being answered and how many are ov erf lowed out of the agent group. The superv is or may double click a graph slice for more d et ai led information.

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Group Agent Status

The Group Agent Status tab ul ar report is designed to show the status o f a group of a gent s. For all logged-on agents, of that particular group, we can see what type of activity the agent is engaged in and how long for (for example, IDLE state, ACD, WRAP, and so forth). Different colors are used to di fferent i at e bet ween various states. (State c ol ors are defined in the Colors option of the Administration application). This report also shows add itional information related to the current cal l: DNIS and Caller ID (ANI) numbers if avail able.

Detailed Group St atus

The Detailed Group St at us is a form report designed to show det ailed information concerning one particular group. The form is d iv ide d int o t hree different areas, each of them cont aining information related to the performance of the group. The left area displays on-lin e information about current events and activities: calls in queue, agents servicing the group and current calls. The middle area includes cumulative an d st at ist ical information evaluating group performance over the current Real-T i m e I nt erval. The right area displays performance of the group on the last interval. Co lors presented in fields indicate that the thresholds for thos e fields have been exceed ed. Threshold values are specif ied in the Administration application.

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Detailed Super-G roup Status

The Detailed Super-Group St at us window is designed to show information that pertains t o one particular Super-Group. The i nf ormation is displayed in a form similar to that of the Detailed Group Stat us.

Graphical Agent Status

The Graphical Agent St atus window is actually a Map and was designed to show t he st at us of supervised agent's activity from the supervisor's physica l point of view. Dynamic icons that indicate the actual state of the agent's activity, describe the st at us. Next to the state icon a pie chart shows a breakdown of the agent activity over the working period (that is starting at log-on time to the group). A legend of the pie chart colors is present ed at the bottom of the screen. The supervisor can double-c l ick a pie chart for more detailed infor mati on on t he actual amount of time taken by an agent to perform a specif ic action.

Group Queue Calls

The bar chart displayed in the Gr oup Queue Calls window show s the number of calls waiti ng in queues for the groups at the present moment. This chart can show one or more groups distinguished by colors. G r oups can be added or removed from the chart using the Contents menu or the Add or Remove speed buttons on the toolbar. The supervisor is free to define

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chart attributes (that are colors, legend, type of graph, 2 or 3D, and so forth) and can double click a specific graph bar for more detail ed information.

Groups Service Time Intervals Graph

The Group STI Graph wind ow is designed to show the distribution of calls waiting in queues, to be served, over the six (ST1-ST6) Serv ice Time Intervals defined for each grou p.

Each STI shows the number of calls waiting and their queuing time. The longer calls w ait , the further they move to the right of the graph. The STI is determined by the t ime intervals specified in the Admini stration application. The supervisor is free to define chart attributes (colors, legends, type of graph, 2 or 3D, and so forth) and may double click to get more detailed information on a graph portion.

The example diagram depicts t he graphical Service Time Interval breakdown for several groups. Each color in the graph represents a different group. The values in t he l eft column indicate the number of calls wait i ng i n t he queue for each time interval.

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Trunks Status

The Trunks Status tabular report is designed to show the current activity status of all the trunks in the specified t r unk group. The state of each trun k is depicted by defined colors and next to it a timer shows the amount of ti me for that st at e.

Groups Status

The Trunk Group Status tab ular report is designed to show the current activity status of one or more trunk groups. For each trunk group, the amount of defined t r unks and utilization is displayed.

Group Hourly Report

The Group Hourly tabular report is designed to show brief in formation on the activity held by a group according to time periods starti ng fr om midnight. Each supervisor may define his or her personal Hourly Report I nt erval with a row, on the report, for each interval. The Totals row at the bottom of the report summarizes al l act iv ity held by the group (counters that are accumulated while average displays the averages over whole periods).

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+ 54 hidden pages

3Com EXCHANGE CALL CENTER User Guide

3Com® eXchange Call Center Visor User Guide

CONTENTS

ABOUT THIS GUIDE

Conventions

Related Documentation

Documentation Comm ent s

Registration, Warranty, and Support Information

Disclaimers

CHAPTER 1: INTRODUCTION TO THE 3COM EXCHANGE CALL CENTER

Call Center Overview

CHAPTER 2: OVERVIEW OF THE 3COM EXCHANGE VISOR APPLICATIONS

3Com eXchange Call Center Administrati on

3Com eXchange Call Center Real-Time Moni toring

3Com eXchange Call Center Hi storical Reports

3Com eXchange Call Center Wall Board Administration

CHAPTER 3: EXCHANGE CALL CENTER REAL-TIME MONITORING

Using Real-Time Monitoring Reports

Creating New Real-Time Reports

Changing the Gro up i n t he Current Window

Adding and Remov ing Entities from Report Windows

Opening Pre-Def i ned Real-Time Re por t s

Sorting Entries in the Current Window

Saving Real-Time Repor t s

Setting Refresh Rate

Agent Distribution Graph

Brief Agents Status

Brief DNIS Status

Brief Group Status

Call Distribution Graph

Group Agent Status

Detailed Group St atus

Detailed Super-G roup Status

Graphical Agent Status

Group Queue Calls

Groups Service Time Intervals Graph

Trunks Status

Groups Status

Group Hourly Report