3com IP Contact Center Management Information Guide

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3Com® IP Contact Center Management Information Guide

System Release 7

http://www.3com.com/

Part Number 900-0364-01, Rev. AA Published May 2006

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

Copyright © 2006, 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 obligation on the part of 3Com Corporation to provide notification of such revision or change.

3Com Corporation provides this documentation without warranty of any kind, either implied or expressed, including, but not limited to, the implied warranties of merchantability 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.

UNITED STATES GOVERNMENT LEGENDS:

If you are a United States government agency, then this documentation and the software described herein are provided to you subject to the following:

United States Government Legend: All technical data and computer software is commercial in nature and developed solely at private expense. Software is delivered as Commercial Computer Software as def ined in DFARS 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 data 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 guide.

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

3Com and the 3Com logo are registered trademarks of 3Com Corporation. VCX is a trademark of 3Com Corporation. Shutters is a registered trademark of Nuasis Corporation.

Other brand and product names may be registered trademarks or trademarks of their respective holders.

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About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Who Should Read This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

How This Guide is Organized . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Related Publications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Books . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Chapter 1. Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

About the 3Com IPCC Management Information Applications. . . . . . . . . . . . . . 14

About Reporting Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14

Media Types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Levels of Assistance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Contact Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Handle Types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Supervisors, Teams, and Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20

Logging On to the 3Com IPCC Desktop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21

Getting Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Displaying Online Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Displaying a Help Topic for 3Com IPCC Reporter. . . . . . . . . . . . . . . . . . . . 22

Displaying Online Help for 3Com IPCC Real-Time Status Viewer . . . . . . 23

Displaying Online Help for the 3Com IPCC Desktop . . . . . . . . . . . . . . . . .24

Using the Controls in the Help Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Topic-Only View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Frameset View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Finding a Help Topic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Resizing the Help Navigation Frame. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28

Printing a Help Topic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Troubleshooting Online Help Access Problems . . . . . . . . . . . . . . . . . . . . . . . . . 29

Chapter 2. Working with 3Com IPCC Reporter. . . . . . . . . . . . . . . . . . . . . . . 31

3Com IPCC Reporter Access Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31

Logging On to 3Com IPCC Reporter. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Using 3Com IPCC Reporter Licenses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Logging On to 3Com IPCC Reporter from the 3Com IPCC Desktop . . . . . . . 33

Working in Your 3Com IPCC Reporter Environment. . . . . . . . . . . . . . . . . . . . . . . 33

Understanding 3Com IPCC Reporter Components . . . . . . . . . . . . . . . . . . . . . 34

3Com IP Contact Center Management Information Guide 3

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Contents

Setting Your Preferences. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35

General Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36

Crystal Report Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .38

Organizing Your Folders and Categories. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .38

Accessing Your Folders or Inbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39

Accessing Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .40

Navigating through Folders or Categories. . . . . . . . . . . . . . . . . . . . . . . . . . .40

Creating Folders or Categories. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41

Working with Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42

Selecting the Report Type. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42

Sorting Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42

Searching for Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .43

Viewing the Last Five Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .44

Navigating Through Folders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .44

Generating New Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .45

Viewing Reports on Demand. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .45

Specifying Report Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47

Working with Reports in the ActiveX Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . .54

Scheduling Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .55

Schedule Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .57

Parameters Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .59

Destination Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .60

Format Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .61

Accessing Completed Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .62

Closing Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .64

Logging Off 3Com IPCC Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .64

Chapter 3. Viewing Historical Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .65

Administration Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .67

Audio Source List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68

Class of Service List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .69

Classification List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .70

Escalation Timeout List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .71

Idle Reason List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .72

Node List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .73

Role List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .74

Routed Contact Target Address List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .75

Service Level List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .76

Supervisor List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .77

Trunk Group List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .78

User List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .79

User Skill List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .80

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Workflow Association List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Workflow List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Wrap-Up Code List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Contact Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

Classification Abandoned Summary Intraday . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Column and Row View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Chart View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Classification Contact Summary Intraday . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Column and Row View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Chart View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Classification State Snapshot. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Classification Summary – Duration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .97

Classification Summary – Duration Detail . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Classification Wrap-Up Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Contact Detail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Contact Event Detail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

DNIS Summary – Duration Detail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Universal Case ID Media Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116

Universal Contact Detail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .120

Universal Short Contact Intraday. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Universal Summary – Duration Detail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

Universal Summary – Volume Detail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Universal Wait Time Intraday . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .131

Voice Menu Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133

Executive Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

Executive Classification Media Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . .135

Column and Row View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

Chart View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138

Executive Classification Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .139

Column and Row View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140

Chart View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

Executive Custom Variable Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

Executive Media Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

Column and Row View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144

Chart View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Executive Team Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Column and Row View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148

Chart View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

Extraction Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

Extract Contact Detail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150

Extract Contact Event Detail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .150

Extract Universal Contact Detail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

3Com IP Contact Center Management Information Guide 5

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Extract User Event Detail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .152

Trunk Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .152

Trunk Event Detail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .153

Trunk Group Usage Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .154

Trunk Group Utilization. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .155

User Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .157

User Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .158

Chart View – User and Team Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . .158

Column and Row View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .159

Chart View – Combined User Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . .161

User Classification Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .162

User Detail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .164

User Event Detail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .165

User Idle Reason Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .166

Chart View – Idle Reason by User and by Team . . . . . . . . . . . . . . . . . . . . .167

Column and Row View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .168

Chart View – Idle Reason, All Teams Combined . . . . . . . . . . . . . . . . . . . .169

User Logon-Logoff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .169

User Summary – Duration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .170

User Summary – Volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .172

WFM Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .174

Workforce Management - Aspect Agent Productivity. . . . . . . . . . . . . . . . . . .174

Workforce Management - Aspect Forecasting. . . . . . . . . . . . . . . . . . . . . . . . . .175

Workforce Management - GMT. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .175

Chapter 4. Working with 3Com IPCC Real-Time Status Viewer . . . . . .177

Real-Time Status Viewer Access Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . .178

Starting Real-Time Status Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .178

Opening Real-Time Status Viewer from the 3Com IPCC Desktop Toolbar .179

Opening Real-Time Status Viewer from the Alerts Panel . . . . . . . . . . . . . . . .179

Real-Time Status Viewer Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .180

Viewing Displayed Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .182

Expanding or Collapsing a Status Row . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .182

Working with Chart Views. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .183

Working with Time Intervals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .184

Arranging Displayed Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .185

Changing the Column Order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .185

Sorting Data in Columns. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .185

Closing Real-Time Status Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .186

Chapter 5. Monitoring Real-Time Status . . . . . . . . . . . . . . . . . . . . . . . . . . . .187

Teams Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .189

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About Thresholds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

Agent Status View. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191

Classification Summary View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Agents Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196

Agent Summary View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .196

Deferred Contacts View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197

Agent Details View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198

Contacts Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199

Interval Summary View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .200

Current Summary View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .202

Contact Analysis View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204

Contact Details View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204

Trunks Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206

Trunk Details View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207

Trunk Usage View. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207

Trunk Utilization View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209

My Statistics Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211

Chapter 6. Administering 3Com IPCC Reporter . . . . . . . . . . . . . . . . . . . . 213

Using the Central Management Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .214

Logging On to the Central Management Console . . . . . . . . . . . . . . . . . . . . . . 214

Creating a Reports Permission Plan. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .216

Managing Users. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216

Managing Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218

Creating a New Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .219

Adding Users to an Existing Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .219

Deleting Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220

Managing Folders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .220

Creating a Folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .222

Copying and Moving Folders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223

Deleting a Folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224

Assigning Rights to a Folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .225

Managing Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .226

Enabling or Disabling a Destination . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .227

Setting Defaults for Destinations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228

Scheduling Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232

Using Custom Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232

Logging Off the Central Management Console . . . . . . . . . . . . . . . . . . . . . . . .232

Using the Parameter Update Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .233

Logging On to the Parameter Update Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233

Navigating by Folders, Reports, or Parameters . . . . . . . . . . . . . . . . . . . . . . . . 235

Specifying Parameter Values for Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235

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Logging Off the Parameter Update Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .237

Using Report Upgrade and Import Administrator . . . . . . . . . . . . . . . . . . . . . . . .237

Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .238

Enabling the ADODB.Stream Object on a

Computer System Installed with Windows XP SP 2. . . . . . . . . . . . . . . . . .239

Backing Up the Standard Reports Folder . . . . . . . . . . . . . . . . . . . . . . . . . . .239

Setting Up Browser Security Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .240

Logging On to Report Upgrade and Import Administrator . . . . . . . . . . . . . .243

Performing an Upgrade and an Import . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .245

Performing an Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .248

Performing an Import . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .250

Logging Off Report Upgrade and Import Administrator . . . . . . . . . . . . . . . .252

Appendix. Event Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .253

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .267

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PREFACE

About This Guide

This guide provides detailed instructions for using 3Com IPCC Reporter and 3Com IPCC Real-Time Status Viewer to view and monitor system and user status. Reporter is used for consolidated historical information and Real-Time Status Viewer is used for real-time information.

This guide also provides information about administrative applications that enable 3Com IPCC Reporter administrators to manage the 3Com® IP Contact Center reports.

Who Should Read This Guide

This guide is intended for supervisors, executives, and administrators who plan for, configure, manage, or administer 3Com IP Contact Center resources.

How This Guide is Organized

The chapters in this guide provide the following information:

Chapter 1, “Introduction,” provides an overview of the

3Com IP Contact Center applications that allow you to monitor system and user status and to view historical reports. The chapter also explains how to get help while you work.

Chapter 2, “Working with 3Com IPCC Reporter,” explains how to use 3Com

IPCC Reporter to view, schedule, and print reports.

Chapter 3, “Viewing Historical Reports,” explains how to use 3Com IPCC

Reporter to view reports that help you manage your 3Com IP Contact Center resources. The chapter describes each standard report provided by 3Com Corporation.

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About This Guide

Chapter 4, “Working with 3Com IPCC Real-Time Status Viewer,” explains

how to use 3Com IPCC Real-Time Status Viewer to view and evaluate the status of your 3Com IP Contact Center system.

Chapter 5, “Monitoring Real-Time Status,” describes the columns in each

3Com IPCC Real-Time Status Viewer view.

Chapter 6, “Administering 3Com IPCC Reporter,” provides an overview of

the 3Com IPCC Reporter administrator tasks involved in managing 3Com IPCC Reporter and explains how to use the Central Management Console, the Parameter Update Tool, and the Report Upgrade and Import Administrator to complete the 3Com IPCC Reporter administration tasks.

Appendix, “Event Data,” provides a list of all possible events that can be

reported in event reports, such as the Contact Event Detail, Component Event Detail, Node Event Detail, and Trunk Event Detail reports.

A glossary and index are included at the back of this guide.

Related Publications

The following lists describe other 3Com IP Contact Center publications.

Books (PDF format)

Title Description

3Com IP Contact Center Administrator Guide

3Com IP Contact Center Desktop User Guide

3Com IP Contact Center Workflow Builder User’s Guide

3Com IP Contact Center Desktop Installation Instructions

Detailed instructions for using 3Com IPCC Administrator to configure and maintain the resources in your 3Com IP Contact Center.

Introduction to the features and functions of the 3Com IPCC Desktop and instructions for accessing applications and working in the 3Com IPCC environment. Detailed instructions for handling contacts of all media types and levels of assistance, using the 3Com IPCC Contact History Viewer, and performing supervisory tasks.

Detailed instructions for using 3Com IPCC Workflow Builder to create and edit workflows. A workflow is a set of instructions for processing and delivering contacts, managing agents, and controlling system-level behaviors.

Detailed instructions for configuring user computers and installing the 3Com IPCC Desktop software components. It also describes how to remove the software that is installed as part of the 3Com IPCC Desktop installation.

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Quick Reference Guides (PDF format)

Title Description

Related Publications

3Com IP Contact Center Desktop Quick Reference

3Com IP Contact Center Supervisor Quick Reference

Concise instructions for logging on, accessing 3Com IPCC applications typically used by agents handling e-mail, voice, Web, voice message, and callback contacts, and using 3Com IPCC Contact History Viewer.

Concise instructions for performing common supervisor tasks, including monitoring and coaching agents, sending bulletins, logging off users, and accessing real-time and historical reports.

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About This Guide

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CHAPTER 1

Introduction 1

This chapter provides an overview of the 3Com IPCC management applications and the reporting data they provide, describes basic terms and concepts that will help you use the applications effectively in day-to-day management tasks, and explains how to access and use online Help.

Topics covered in this chapter:

■ About the 3Com IPCC Management Information Applications

■ About Reporting Data

■ Logging On to the 3Com IPCC Desktop

■ Getting Help

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Chapter 1: Introduction

About the 3Com IPCC Management Information Applications

The 3Com IP Contact Center system considers many factors when determining how to handle a contact. These factors include media type, business value, time in queue, service level objectives, and availability of agents. Contact center administrators, supervisors, and executives need this type of detailed information to help them with day-to-day and long-term planning, forecasting, and operation.

The 3Com IPCC Reporter and 3Com IPCC Real-Time Status Viewer applications provide detailed information about the activities and performance of agents, the contacts that come in for each classification, the media types through which contacts enter the contact center, and the level of assistance contacts receive. You can use the real-time status views and historical reports to determine staffing levels, reallocate resources among classifications according to customer demand, monitor agent productivity, and evaluate service-level objectives.

About Reporting Data

The data that appears in real-time status views and in historical reports is compiled from events that are generated by users, contacts, components, trunks, and nodes in the 3Com IP Contact Center system. The contact, trunk, node, and component events are processed at the nodes and at the hub.

The events are used to update the following:

■ Real-time status (user, contact, and trunk)

■ Real-time and historical summary records (user, contact, and trunk)

■ Historical event records (user, contact, trunk, node, and component)

■ Historical detail records (contact detail records and universal contact

records)

A contact detail record (CDR) contains data collected for a contact segment, which is created whenever a contact is distributed, escalated, handled, transferred, demoted, or redistributed. Data for all the contact

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Media Types

About Reporting Data

segments that occur during the course of the entire contact is collected and written to the database in the universal detail record (UDR).

The following topics describe some of the events and components that are used to generate data for real-time and historical reports:

■ Media Types

■ Levels of Assistance

■ Contact Types

■ Handle Types

■ Supervisors, Teams, and Agents

Some data is reported by contact media type. The media types available at your contact center may differ depending on your business needs and your 3Com IP Contact Center system configuration. The following table describes the possible media types.

Media type Description

Voice Phone calls from customers to your 3Com IP Contact Center system.

Phone calls are routed according to your organization’s business logic and are delivered as immediate-assistance contacts.

E-mail E-mail messages sent by customers to your organization. Typically,

an e-mail message is initially routed as a deferred-assistance contact to a shared classification folder in Outlook Express.

If an agent hasn’t claimed the e-mail message after a specified amount of time, it is escalated to immediate assistance.

Like other immediate-assistance contacts, the e-mail message is represented on the left-most panel on the panel bar.

Web Web collaboration requests, including:

■ Web chat and page sharing—for example, a customer enters

information in a caller information page on your organization’s Web site and the request is routed as an immediate-assistance contact.

■ Meet-me requests—a Web collaboration session in which a

caller navigates to a specific Web page and enters a logon name and a meet-me ID to initiate a session with an agent directly.

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Chapter 1: Introduction

Media type Description

Voice message Voice messages left by customers in response to a prompt.

Callback Requests from customers for a return call from an agent.

Levels of Assistance

For example, while waiting in queue for an agent, a customer may choose to leave a voice message. The voice message is routed and delivered as a link in an e-mail message.

For example:

■ While waiting in queue for an agent, a customer can press

touch-tone keys on the telephone keypad to enter a phone number in response to a voice prompt.

■ A customer can enter a phone number and other requested

information in a form on a Web site that provides a callback link, and then click a button to route the callback request to an appropriate agent.

Callback requests are routed and delivered as links in e-mail messages.

When a contact arrives at the 3Com IP Contact Center, it is assigned an assistance level depending on the media type of the contact. The assistance level that a contact receives can then change based on the defined business logic and current conditions in the contact center.

For example, a deferred-assistance e-mail contact can be escalated. After an e-mail message is escalated, it is placed in a queue to be delivered to an agent as an immediate-assistance contact.

The 3Com IP Contact Center system classifies and prioritizes contacts based on the three levels of assistance described in the following table. Each level has different resource requirements and treatment methods.

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About Reporting Data

Level of assistance Description

Self-service Self-service is for customers who want to get information themselves

while maintaining the option of being escalated to deferred or immediate assistance to complete their transactions. In the 3Com IP Contact Center system, self-service contacts include contacts handled by informational announcements including 3Com IVR (Interactive Voice Response) capability, and information posted on a Web site.

Note: Self-service data is not collected and therefore does not appear in real-time statistics or historical reports.

Deferred assistance

Immediate assistance

Deferred assistance is for customers who need live assistance but are willing to wait. Because these customers expect a response within a finite period of time, automatic escalation to immediate assistance ensures that their expectations are met in an effective and timely manner.

Deferred-assistance contacts typically include callback requests, e-mail messages, and voice messages (which are delivered to 3Com IPCC Desktop users as links in e-mail messages).

Immediate assistance is for customers who require live assistance as soon as possible. Immediate-assistance contacts typically include Web collaboration requests, phone calls, and escalated e-mail messages (including e-mail messages with links for callback requests and voice messages).

Contact Types

The contact type indicates how a contact is routed through the 3Com IP Contact Center system. The terminology used in reporting is described in the following table.

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Chapter 1: Introduction

Contact type Description

Routed A contact that, upon arrival at the contact center, is routed based on your

organization’s business logic. For example, a routed contact can be one of the following:

■ A contact that is handled by an announcement.

■ An immediate-assistance contact delivered to an agent.

When the contact is delivered to an agent, it appears in the left-most panel of the 3Com IPCC Desktop contact panel.

Redirected An immediate-assistance contact that is transferred from one

3Com IPCC Desktop user to another. For example:

■ An immediate-assistance contact that is delivered to an agent, who

transfers the contact to a supervisor.

■ A voice contact that originates as a conference with three

participants—a caller and two 3Com IPCC Desktop users—from which the primary agent disconnects.

The contact appears in an available space in panels 2, 3, or 4 on the panel bar and the panel displays Redirected as the contact type.

Conference A voice or Web contact that consists of three participants. For example, a

conference can be one of the following:

■ An immediate-assistance voice contact delivered to an agent, who

conferences in a supervisor.

■ A supervisor who is monitoring an agent’s conversation with a caller,

and then barges in on the call.

■ A Web collaboration session between a customer and two agents.

■ An internal call between two agents and a supervisor.

Inbound An inbound contact from an external party that is routed directly to a

3Com IPCC Desktop user. An example of an inbound contact is a customer who places a voice call to an agent’s direct extension.

Outbound A contact initiated by a 3Com IPCC Desktop user to an external party.

Debrief A voice conference (a caller and two 3Com IPCC Desktop users), from

which the caller disconnects. The contact converts to a Debrief contact type during the period of time the two 3Com IPCC Desktop users remain connected.

Callback A contact initiated by a 3Com IPCC Desktop user to a customer who

requested a phone call from an agent.

The agent receives a callback contact in an e-mail message that contains a link. When the agent clicks the link, the customer’s phone number is dialed from the agent’s 3Com IPCC Desktop.

The outbound portion of the transaction determines the contact type.

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Handle Types

About Reporting Data

Contact type Description

Internal A contact initiated from one 3Com IPCC Desktop user to another; for

example, a phone call from an agent to a supervisor.

Unrecognized A contact type assigned to a voice contact that is not recognized by the

3Com IP Contact Center system. An unrecognized contact occurs when a caller dials a number that is provisioned on the system but is not defined in 3Com IPCC Administrator as either a routed contact target address or a user phone number.

Each contact segment is assigned a handle type, which identifies how the contact segment concluded. The handle type is recorded in the CDR for the contact segment.

Note: A handle type is also assigned to the UDR, which summarizes the entire contact. Not all handle types are applicable to the UDR, however; the Escalated and Demoted handle types are only assigned to the CDR, not the UDR.

For example, when an immediate-assistance voice contact arrives at the contact center, it queues at the node for an agent. An agent becomes available and accepts the contact, talks to the caller, and then hangs up. This contact segment is assigned a handle type — User.

The following table describes each handle type and provides the associated contact types.

Associated contact

Handle type Description

Abandoned A call that was disconnected by the caller

before reaching an agent or informational announcement. If the caller disconnected the call within the time threshold defined for short calls, the handle type of the contact segment was short instead of abandoned.

Complete An outbound, callback, or internal contact

that was handled.

Deleted An e-mail, callback, or voice message contact

that reached an agent, who subsequently deleted the contact before responding.

Demoted A contact that is moved down from one level

of assistance to the next.

For example, an e-mail, callback, or voice message contact that is escalated to immediate assistance, and then moved back to deferred assistance.

types

Routed, redirected, and inbound

Outbound, callback, and internal

Routed and redirected

Routed

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Chapter 1: Introduction

Handle type Description

Associated contact types

Escalated A contact that has moved up from one level

of assistance to the next.

For example, an escalated contact is a deferred-assistance contact that has ben moved to immediate assistance. For example, an e-mail contact may be escalated from deferred to immediate assistance if it is not claimed within a defined escalation timeout period.

Incomplete An outbound, callback, or internal contact

that was abandoned.

Informational Announcement

New Media A contact that is disconnected after leaving a

Short A contact that is disconnected by the caller

Third Party A contact that is routed to an IVR (Interactive

Trunk A contact that is routed from a

A contact that is handled by a recorded announcement.

voice message or callback request.

before being placed in queue within the time threshold defined for short calls.

Voice Response) component that is integrated with the 3Com IP Contact Center system.

3Com IPCC Desktop user to a party outside the 3Com IP Contact Center system.

Routed

Outbound, callback, and internal

Routed, redirected, and inbound

User A contact that is handled by an agent. Routed, redirected, and

Supervisors, Teams, and Agents

In addition to report data about the contacts that move through the 3Com IP Contact Center system, report data about users (the people who are logged on to the 3Com IPCC Desktop) is also captured. Report data is available to supervisors—users whose role includes the Management feature set—in the form of real-time status views and historical reports.

A team is a group of users whose role includes the Contact Handling feature set (agents) managed by a supervisor. All users who handle contacts must be assigned to a team. A team can have up to five supervisors.

A supervisor can manage one or more teams, but users can be contacthandling members of only one team. For a supervisor, this could mean that he or she supervises teams A and B and handles contacts for team C.

inbound

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Logging On to the 3Com IPCC Desktop

A supervisor can supervise and handle contacts for the same team (therefore “supervising” himself or herself), or can supervise a team and not belong to any team as a contact-handling member.

A team can have members who reside on multiple nodes. However, supervisors can view status views only for one node at a time.

Logging On to the 3Com IPCC Desktop

Though you can start 3Com IPCC Reporter directly from your browser, you must be logged on to the 3Com IPCC Desktop to start 3Com IPCC Real-Time Status Viewer.

Before you log on to the 3Com IPCC Desktop for the first time, make sure your computer is configured correctly and the 3Com IPCC Desktop is installed as described in the 3Com IPCC Desktop Installation Instructions.

Getting Help

To log on to the 3Com IPCC Desktop, follow the instructions in the 3Com IPCC Desktop User’s Guide.

For details about logging on to the 3Com IPCC Management Information applications see “Logging On to 3Com IPCC Reporter” on page 32 and

“Starting Real-Time Status Viewer” on page 178.

When you are working with the 3Com IPCC management applications and the 3Com IPCC Desktop Manager, you can get help by accessing the online Help at any time.

Topics included in this section:

■ Displaying Online Help

■ Using the Controls in the Help Window

■ Finding a Help Topic

■ Resizing the Help Navigation Frame

■ Printing a Help Topic

■ Troubleshooting Online Help Access Problems

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Chapter 1: Introduction

Displaying Online Help

You can display the online Help by clicking on the Help button on the 3Com IPCC Desktop toolbar.

Topics included in this section:

■ Displaying a Help Topic for 3Com IPCC Reporter

■ Displaying Online Help for 3Com IPCC Real-Time Status Viewer

■ Displaying Online Help for the 3Com IPCC Desktop

Note: If the online Help does not appear after you have followed the instructions in this section, see “Troubleshooting Online Help Access Problems” on page 29.

Displaying a Help Topic for 3Com IPCC Reporter

You can access online Help for each report or for 3Com IPCC Reporter as a whole.

To display Help for a report:

1. In a report folder window, click a report link in the report list.

A menu is displayed.

Click here to display help for report.

2. Click Report Help.

Help for the report you clicked is displayed.

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To display Help for 3Com IPCC Reporter:

Click here on any 3Com IPCC Reporter page to view Help for 3Com IPCC Reporter as a whole.

Displaying Online Help for 3Com IPCC Real-Time Status Viewer

Getting Help

➤ In the right corner of the title bar, click Help.

Help for 3Com IPCC Reporter is displayed.

When you work with 3Com IPCC Real-Time Status Viewer, you can access online Help for each status view.

To access Help for a status view:

➤ Click the Help button in the upper-right corner of the tab.

➤ Press the F1 key on your keyboard.

A Help button is available on every 3Com IP Contact Center Real-Time Status Viewer tab

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Chapter 1: Introduction

Displaying Online Help for the 3Com IPCC Desktop

You can access online Help by clicking on the Help button on the 3Com IPCC Desktop toolbar.

Using the Controls in the Help Window

The online Help systems open as follows:

■ In 3Com IPCC Reporter, online Help opens in the frameset view.

Click this button to display Help for the 3Com IP Contact Center.

■ In Real-Time Status Viewer, online Help opens in the topic-only view.

■ In 3Com IPCC Desktop Manager, online Help opens in the frameset

view.

Topics covered in this section:

■ Topic-Only View

■ Frameset View

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Getting Help

Topic-Only View

Context-sensitive Help is displayed in the topic-only view, as shown in the following illustration. Click the Show Navigation button to switch to the frameset view.

Show Navigation

Navigation path

Frameset View

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Chapter 1: Introduction

In the 3Com IPCC Reporter and the Manager3Com IPCC Desktop Manager, the online Help is displayed in the frameset view, as shown in the following illustration.

Note: In the Real-Time Status Viewer, online Help opens in topic-only view. To switch to the frameset view, Click the Show Navigation button in the topic-only view.

Navigation tabs

Show in Contents button

Navigation frame Topic frame

In the frameset view, the navigation frame appears on the left side of the window and the Help topic frame appears on the right side of the window. When you first display the Help window, the Contents tab appears; this is analogous to the table of contents in a printed book.

The following table describes the components of the frameset view.

Component Description

Navigation tabs Click a tab to display one of three navigation aids in the Help

window’s navigation frame: the Contents, Index, or Search tab.

Show in Contents button. Highlights the entry on the Contents tab

that corresponds to the currently displayed topic.

Previous button. Displays the previous sequential topic in the Help system.

Note: Use your browser’s Back button, not the Previous button, to display a topic that you previously viewed.

Next button. Displays the next sequential topic in the Help system.

Navigation frame Displays the contents of the Contents, Index, or Search tab.

Topic frame Displays the current topic.

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Finding a Help Topic

You can find online Help topics by using the tabs on the navigation frame:

1. If the navigation frame is not already displayed, click the

Show Navigation button.

Click here to display the navigation frame.

Getting Help

Navigation tabs

Click a closed book to open it and view a list of subtopics.

Click an open book to close it and hide the subtopics.

2. Use the controls on the Contents, Index, and Search tabs to find a topic.

When you select a subtopic from the navigation frame on the left, the topic is displayed in the topic pane on the right.

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The following table describes the navigation tabs.

Tab Action

Contents Click a closed book to display a list of subtopics. Click an open book to

hide the list of subtopics. Click the title next to a book or page icon to display the corresponding topic.

Index Scroll the list to find an index entry or click a link at the top of the Index

tab to display a different set of index entries. For example, click B to display the index entries that begin with the letter b. Then click an index entry to display the corresponding topic.

If more than one topic corresponds to the index entry, a list of topics is displayed. Click the one you want to view.

Search Type a word or phrase in the text box, and then press ENTER or click Go.

The Search tab displays a list of all topics that contain the word or phrase you entered, along with a relevancy ranking (a number between 1 and

100). Click the name of the topic you want to view.

When you enter more than one word, the search finds topics that contain all the words you entered.

Resizing the Help Navigation Frame

To resize the navigation frame:

➤ Drag the vertical line that separates the navigation frame from the topic

frame.

When the cursor changes to a double-headed arrow, press and hold the mouse button, then drag the vertical line to the right or left to resize the frames.

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Printing a Help Topic

To print the current online Help topic:

1. Click the Print button.

2. In the Print dialog box, select the appropriate settings, and then click

Print.

Getting Help

Click here to print the active Help topic.

Troubleshooting Online Help Access Problems

A Microsoft Internet Explorer 6.0 security feature and the Google Popup Blocker might prevent the 3Com IP Contact Center online Help from being displayed.

When one or both of these security features are enabled, the online Help for the 3Com IP Contact Center applications might not appear when you click a Help icon or button. One of the following situations might occur:

■ A security message, as shown in the following illustration, is displayed

in the Internet Explorer Information Bar.

If this occurs, click the message, and then follow the prompts to display the active content (the online Help).

If the online Help is still not displayed, press and hold the CTRL key while you click the message and the subsequent prompts. Release the CTRL key when the online Help is displayed.

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■ The Help window does not display at all or flashes briefly on the screen

and then disappears. This typically occurs when the Google Popup Blocker is enabled.

To display the online Help, press and hold the CTRL key while you click the Help icon or button. Release the CTRL key when the online Help is displayed.

If the online Help does not appear after you have followed the instructions in this section, do the following:

1. From the Microsoft Internet Explorer Tools menu, select Internet

Options.

2. Select the Advanced tab.

3. In the Browsing directory, make sure the Reuse windows for

launching shortcuts check box is cleared.

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CHAPTER 2

Working with 3Com IPCC Reporter 2

3Com provides a set of preformatted historical reports that you can use to monitor the performance of your 3Com IP Contact Center system. The 3Com IPCC Reporter can help supervisors, administrators, and executives to manage day-to-day and long-term contact center resources through a Web browser. This chapter explains how to use 3Com IPCC Reporter to generate, schedule, and print historical reports.

Topics covered in this chapter:

■ 3Com IPCC Reporter Access Requirements

■ Logging On to 3Com IPCC Reporter

■ Working in Your 3Com IPCC Reporter Environment

■ Work ing wit h Re ports

■ Generating New Reports

■ Scheduling Reports

■ Closing Reports

■ Logging Off 3Com IPCC Reporter

3Com IPCC Reporter Access Requirements

Access to 3Com IPCC Reporter is available to users who are assigned one of the following roles:

■ The default Administrator, Executive, or Supervisor role.

■ A custom role that includes the Management or Strategic feature set.

Users whose role includes the Management feature set must also be assigned a class of service that permits viewing reports. For more information, refer to the 3Com IP Contact Center Administrator Guide.

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The folders you see when you log on to 3Com IPCC Reporter depend on how the 3Com IPCC Reporter administrator has set up your account.

Logging On to 3Com IPCC Reporter

You can access 3Com IPCC Reporter from the 3Com IPCC Desktop.

Topics covered in this section:

■ Using 3Com IPCC Reporter Licenses

■ Logging On to 3Com IPCC Reporter from the 3Com IPCC Desktop

Using 3Com IPCC Reporter Licenses

When you log on to 3Com IPCC Reporter, you occupy one 3Com IPCC Reporter license. Note the following about 3Com IPCC Reporter licenses:

■ The total number of available licenses is determined by the number

purchased by your company during your 3Com IP Contact Center installation.

■ If all the licenses for 3Com IPCC Reporter are currently in use when you

log on, the 3Com IPCC Reporter logon window displays a message. You must wait until another user logs off 3Com IPCC Reporter and the licenses are released before you can log on. For information about logging off 3Com IPCC Reporter, see “Logging Off 3Com IPCC

Reporter” on page 64.

■ The Report server will release a 3Com IPCC Reporter license after a

session has been inactive for 15 minutes to make the license available to other users who may want to access reports. Although active, logged-on users will not be affected, users who refresh a report after 15 minutes will find that the report parameters they entered have reverted to default values. For information about specifying report parameters, see

“Specifying Report Parameters” on page 47.

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Logging On to 3Com IPCC Reporter from the 3Com IPCC Desktop

Note: To log on to the 3Com IPCC Desktop, follow the instructions in the 3Com IP Contact Center Desktop User’s Guide.

To log on to 3Com IPCC Reporter from the 3Com IPCC Desktop:

➤ After logging on to your 3Com IPCC Desktop, click the 3Com IPCC

Reporter button on the 3Com IPCC Desktop Manager toolbar.

Click here to log on to 3Com IPCC

The 3Com IP Contact Center system uses your 3Com IPCC Desktop logon name and password to automatically log on to 3Com IPCC Reporter.

Working in Your 3Com IPCC Reporter Environment

The folders you see when you log on to 3Com IPCC Reporter depends on how the 3Com IPCC Reporter administrator has set up your account. The 3Com IPCC Reporter administrator at your contact center determines which users and groups have access to individual reports.

You can create your own folders and copy reports into them. You can also share folders with other users. For more information see “Understanding

3Com IPCC Reporter Components” on page 34 and “Working with Reports” on page 42.

Topics covered in this section:

■ Understanding 3Com IPCC Reporter Components

■ Setting Your Preferences

■ Organizing Your Folders and Categories

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Understanding 3Com IPCC Reporter Components

With its default settings, the main page of 3Com IPCC Reporter displays buttons and information on folders and reports. The main page is the foundation for working with 3Com IPCC Reporter. Other pages are accessed from the main page.

The main page is made up of the following areas:

■ Title area

This area contains the logo, the Search box, and the main toolbar. It also displays your user account name.

■ Navigation panel

This area displays a tree representing your place in the structure of folders or categories, and it has its own toolbar.

To switch the view between folders and categories, click the folder or categories icon in the toolbar of the navigation panel. The reports for that folder or category are displayed in the reports area.

Title barTitle bar

Navigation panel

■ Reports area

This area displays the reports in each folder or subfolder, or reports assigned to a specific category. The reports area has its own toolbar, which you use to organize or change how reports are displayed. See Organizing objects.

The following illustration shows the components of the 3Com IPCC Reporter main page. The icons on the main toolbar are described in the table that follows. Depending on your Preferences settings, your main page may look different.

Reports area

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Toolbar icon Description

Displays the 3Com IPCC Reporter home page.

Hides or displays the navigation panel on the left of the window.

Select the option you want, to create a new folder or category, or to add a report to a folder.

Refreshes the screen.

Allows you to send an object or instance to a destination.

Allows you to create custom dashboards/reports area.

Allows you to search for specific reports.

Allows you to set your preferences for how information is displayed in InfoView.

Setting Your Preferences

You can set several personal 3Com IPCC Reporter preferences. For example, you can specify how your reports appear in the 3Com IPCC Reporter window and which report folders are displayed when you first log on.

The following tasks are involved in setting your preferences for the 3Com IPCC Reporter:

■ General Preferences

■ Crystal Report Preferences

Click to log off.

Displays the online help for 3Com IPCC Reporter.

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General Preferences

To select your general preferences:

1. Log on to 3Com IPCC Reporter. For instructions, see “Logging On to

3Com IPCC Reporter” on page 32.

2. On the title bar, click the Preferences button.

Click here to open the Preferences page.

The General Preferences page appears.

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3. In the My initial view is area, click the option corresponding to the

view you'd like to begin with.

For example, if you choose Folders and then select Report Samples, the next time you log on the Report Samples folder will be displayed as your initial view.

Note: The My InfoView option is selected by default.

4. In the On my desktop area, specify the maximum number of reports

you would like to see displayed per page.

5. In the For each document, show me area, select the summary

information you want each report to show:

■ description

■ owner

■ date

■ instance count

■ actions and descriptions (if selected) initially not hidden

6. In the View my documents area, select how you would like to view

your reports.

7. In the My current locale is area, select your current location.

This setting determines the language set and the date format that your browser will use.

8. In the My current time-zone is area, select the appropriate time zone.

Note: Before scheduling reports, check your time zone setting. The default time zone is local to the web server that is running the reports, not to the Central Management Server (CMS) machine(s) that each user connects to. By setting your time zone, you ensure that your scheduled reports are processed in accordance with the time zone in which you are working.

9. Click OK.

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Crystal Report Preferences

To select your Crystal Report preferences:

1. On the title bar, click the Preferences button. From the Preferences

window, click the Crystal Report Preferences tab.

2. In the View my reports using the area, select the report viewer you

want to use when you display a report.

■ ActiveX viewer

■ DHTML viewer

■ Advanced DHTML viewer

■ Java viewer

Note: The ActiveX viewer is selected by default.

3. In the DHTML Viewer printing uses the area, ActiveX printing control

is selected by default.

4. In the Preferred measuring units for report page layout is area, inches

is selected by default.

5. In the Rendering resolution (DHTML viewers) area, 96 DPI is selected

by default.

6. Click Apply.

Organizing Your Folders and Categories

The 3Com IPCC Reporter lets you create folders, copy reports, and add short cuts to a report in your Favorites folder.

The Favorites folder is your own personalized version of 3Com IPCC Reporter—it is your personal folder. The Favorites directory displays only the folders (those you selected or created) and reports you selected from the Organize Folders option.

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When you copy reports to your personal folders, you can schedule and view them independently of other users. You can copy reports individually, or you can copy an entire folder to your Favorites folder. When you link reports by creating shortcuts, you share the reports with other users.

Note: You can create new folders and subfolders, copy folders and reports, and create shortcuts to folders and reports only as long as you have the necessary permissions.

Topics covered in this section:

■ Accessing Your Folders or Inbox

■ Accessing Categories

■ Navigating through Folders or Categories

■ Creating Folders or Categories

Accessing Your Folders or Inbox

The Favorites folder is your own personalized version of 3Com IPCC Reporter, it is your personal folder. The Favorites folder contains the folders (those you selected or created) and reports you selected.

The Inbox is your personal inbox. You can schedule objects to your inbox, or send object or instances directly to your own inbox, or the inboxes of other users.

To access your folders or your inbox:

1. In the navigation panel, click the Show Folder on the toolbar. The

folders are displayed in the navigation panel. By default, My Folders and Public Folders are displayed.

2. Expand My Folders.

3. Click Favorites or Inbox, or click the plus sign besides these name to

expand them.

4. To see the sub-folders for a folder, click the plus sign beside the folder or

inbox name.

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Accessing Categories

Like folders, categories are objects used to organize reports. You can assign reports to one or more categories, and you can create subcategories within categories.

3Com IPCC Reporter provides two types of categories:

■ Personal categories, which appear under My Categories in the

navigation panel. You can create any number of personal categories to organize your reports.

■ Administrative (or corporate) categories are created by the

administrator, or other users who have been granted access to these categories. If you have the appropriate rights, you can create corporate categories.

To access categories:

1. In the navigation panel, click Show Categories. My Categories and

Corporate Categories appear in the navigation panel.

2. Expand either category by clicking the plus icon beside its name.

3. To see the sub-categories, click the plus sign beside a category name.

4. Click the category name. The objects that have been assigned to that

category appear in the objects area.

Navigating through Folders or Categories

Folders and subfolders, and categories and subcategories are used to organize reports. Although these folders look different from those used in some web applications, they function in the same way.

To navigate through folders or categories:

1. In the navigation panel, click Show Folders or Show Categories as

needed.

2. Expand the folder or category you want to view by clicking the plus

icon beside the folder or category name.

3. Repeat this step until you see the folder or category you want.

4. Click the folder or category of your choice. The appropriate folder or

category page appears displaying the reports.

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Creating Folders or Categories

Folders and subfolders, and categories and subcategories are created for you by your 3Com IPCC Reporter administrator, but you can also create folders in your Favorites folder, or categories under My Categories.

Note: You can create new folders or categories, as long as you have the necessary permissions.

To create a folder or category:

1. In the navigation panel, click Show Folders or Show Categories as

needed.

2. Navigate to the folder or category that you want to add to.

3. From the New list in the toolbar, select Folder or Category. The New

Folder or New Category page is displayed.

4. Type the name for the new folder or category. If you want, type a

description for the folder or category.

5. In the Keywords field, type a keyword if required. You can use

keywords when using the search feature.

6. Click OK.

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Working with Reports

Topics covered in this section:

■ Selecting the Report Type

■ Sorting Reports

■ Searching for Reports

■ Viewing the Last Five Reports

■ Navigating Through Folders

Selecting the Report Type

By default, 3Com IPCC Reporter shows you all the reports that your permissions allow you to see in your view.

If you want to temporarily limit the type to make searching easier, you can select:

Sorting Reports

By default, reports are sorted alphabetically by title. You can reverse this order, or you can sort the objects by last run date, type or owner.

To sort reports:

1. In the reports area on any view, click the Filter list.

2. Select the type of report you want to see.

3. To see all objects again, select All Types from the Filter list.

➤ Click the heading for the column that you want to sort by.

For example, to sort the report by title, click the Title column heading. To sort reports by date run, click Last Run column heading.

When you click the column heading, the system sorts the reports in ascending order. When you click the column heading again, it sorts the reports in descending order.

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Searching for Reports

You can do a structured search to find reports in the 3Com IPCC Reporter. Type the exact phrase and select a search field, such as title or description.

The objects displayed depend on how your 3Com IPCC Reporter administrator has set up your account privileges. For example, users in Marketing may see reports that differ from those seen by the users in Human Resources.

Note: A search includes your Favorites folder and all public folders to which you have access permissions.

To se arch fo r an obj ec t:

1. In the Search box on the menu bar, type the words that you want to

search for.

2. Click the list next to the search box to select a search field.

The available search fields are:

Working with Reports

■ all fields

■ title

■ description

■ keyword

3. Click Execute Search.

A list of reports meeting your search parameters appears.

4. To view the latest instance of the report, click the View Latest Instance

link under the report name.

5. To view a older instance, click the History link, then click the link for

the instance you want to view.

6. To view an instance of the report, click the report link and, in the

shortcut menu that appears, select View or View Latest Instance.

Note: Depending on the access permissions given to you by your administrator, you may be unable to select “View” or “View Latest Instance.” In addition, if there are no instances on the system, you may need to schedule the report first.

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Viewing the Last Five Reports

When you view a report, it is added to the list of recently viewed reports on the toolbar bar. The last five reports are retained until you log off 3Com IPCC Reporter. Items in the list are links to reports you previously viewed. You don’t need to find the report again to view it—click the link in the list and the report reappears.

Note: To retain the report for future reference, you must use the scheduling feature. For more information, see “Scheduling Reports” on page 55.

Navigating Through Folders

Folders and subfolders are used to organize reports. Although these folders look different from those used in some Web applications, they function in the same way.

To navigate through folders:

1. If you have not done so, log on to 3Com IPCC Reporter. For

instructions, see “Logging On to 3Com IPCC Reporter” on page 32.

2. Move the pointer over a folder name.

The subfolders that you can select change color as the pointer hovers over them.

3. Click a folder name.

The appropriate folder page appears. For example, if you click Administration from the folder list within the Standard Reports folder, a list of administration reports appear.

4. Use the folder names, the navigation path, or the Web browser buttons

to navigate through the list of folders.

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Generating New Reports

You can generate reports on an ad hoc basis at any time. Data remains available for as long as the report viewer is open or until you log off 3Com IPCC Reporter. When you close an ad hoc report, the report name is added to the list of reports you opened or generated during the current session. To retain the report and its data for future reference, you must use the scheduling feature. For more information, see “Scheduling Reports” on

page 55.

Note: Your ability to perform any of these tasks is determined by the permissions assigned to you by your 3Com IPCC Reporter administrator.

Topics covered in this section:

■ Viewing Reports on Demand

■ Specifying Report Parameters

■ Working with Reports in the ActiveX Viewer

Generating New Reports

Viewing Reports on Demand

To generate an ad hoc report:

1. If you have not done so, log on to 3Com IPCC Reporter. For

instructions, see “Logging On to 3Com IPCC Reporter” on page 32.

2. In the Folders list, navigate to the folder that contains the reports you

want to view.

Use the Folders list to navigate to the report you want to view.

3. In the reports list, click the link for the report you want to view, and

then click View.

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Click the link for the report to generate the report.

The first parameter dialog box is displayed, similar to the one shown in the following illustration.

To filter on a particular value, select it from the Value list and then click the Select button.

4. In the sequence of parameters dialog boxes that appear, select the

desired report parameters from the drop-down list and click Next. (For more information see “Specifying Report Parameters” on page 47.)

5. To return all values in the report for a parameter option, leave the field

blank and click Next.

6. To select some, but not all values from a list, do the following:

a. In the Va l ue field, click an item from the list and click the Select

button. Repeat for each value you want to include in the report.

The value is added to the Selected Value field in the dialog box.

b. In the Selected Value field, select All and click the Remove button.

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7. To select some, but not all values when no list exists, do the following:

a. In the Va l u e field, type the desired value and click the Select

button. Repeat for each value you want to include in the report.

The value is added to the Selected Value field in the dialog box.

b. In the Selected Value field, select All and click the Remove button.

8. When you have completed all parameter dialog boxes, click Finish.

The report appears in the Crystal Reports ActiveX viewer. For more information about using the ActiveX viewer, see “Working with Reports

in the ActiveX Viewer” on page 54.

Specifying Report Parameters

For each report you choose to view, you must specify the parameters to use for the data presented. You select the parameters in a single window.

Generating New Reports

The parameters used to filter data in a report are typically displayed on the first page of the completed report.

The Requested Filtering area on the first page of most reports shows which options were selected to filter data in this report.

Some parameters are static; that is, they are preset within 3Com IPCC Reporter and do not change. As a rule, static parameters appear as drop-down lists in the parameters dialog box. Examples of static parameters may include Report Type, Deleted, and Predefined Date Range.

Other parameters are dynamic—they are defined in t3Com IPCC Administrator and can be changed at any time. Many dynamic parameters also appear as drop-down lists, which are populated with values specified in the Parameter Update Tool. Examples of dynamic parameters may include Team, Classification, Node, and Logon Name.

The following table describes the parameters and options available for the 3Com standard reports. Each standard report varies and the options listed in this table do not apply to every report. For information about the parameters that apply to specific reports, see the appropriate section in

“Viewing Historical Reports” on page 65.

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For information about event data for parameters such as Contact Events and User Events, see “Event Data” on page 253.

Parameter Description

Audio Source Type

Business Logic Workflow Type

Case ID Enables you to specify one or more case IDs on which to filter data in a

Classification Lists the defined classifications on which you can filter data. If you do not

Component Lists all components on which you can filter data. For example, in a

Component Event

Contact ID Enables you to specify one or more contact IDs on which to filter data in

Contact Type Lists the contact types on which you can filter data; for example, Routed,

Contact Event Lists all of the contact events on which you are able to filter data in a

Custom Date Range

Customer Id Lists the customer’s unique ID.

Deleted Enables you to include or exclude data about deleted components. For

Lists the types of audio sources on which you can filter data in the Audio Source List report: Announcement, Music, Whisper.

Lists the types of workflows on which you can filter data in the Workflow Association List report: Voice, E-mail, Web, User, and Node.

report. To filter data on an individual case ID, you must enter the ID directly in the parameter field. If you do no want to filter on case IDs, select All.

want to filter on classifications, select All.

Component Event Detail report, you may be able to filter on the following components: WorkflowEngine, StatsManager, and SoftwareACD.

Lists the component events on which you can filter data; for example, Component Online or Component Offline. If you do not want to filter on a component event, select All.

For information about events, see “Event Data” on page 253.

a report.

Inbound, Outbound, Callback, Internal, Redirected, and Unrecognized.

For information about contact types, see “Contact Types” on page 17.

report. For example, in the Contact Event Detail report, you can filter on the following events: Arrived, Started, ConsultStarted, Ended, ConsultEnded, and Distributed. If you do not want to filter on a contact event, select All.

For information about events, see “Event Data” on page 253.

When you select Custom Date Range for the Predefined Date Range parameter, you can specify the time interval in the Custom Date Range dialog box.

Note: If you do not specify Custom Date Range in the Predefined Date Range parameter, this setting will have no effect on the report data.

example, in the Idle Reason List report, you select Yes to include Idle reasons that have been deleted from the 3Com IP Contact Center database.

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Generating New Reports

Parameter Description

Display Detail Enables you to include or exclude additional detail about each CDR in the

report. For example, in the Contact Detail report, you can include details such as the amount of time the contact spent in each contact state, whether or not a voice contact resulted in a voice message or a callback request, the menu selections entered by the caller, or any additional data entered by the caller.

DNIS Enables you to enter a DNIS on which to filter data in a report. A DNIS

can be a telephone number or extension for a voice call, a URL for a Web collaboration contact, or an e-mail address for an e-mail contact. If you do not want to filter on a DNIS, select All.

From Enables you to enter one or more values that identify the origin of the

contact. For routed contacts, this may be the originating phone number (voice contacts), e-mail address (e-mail contacts), or IP address (Web contacts). For outbound contacts, this value may be the reply-to e-mail address. If you do not want to filter on a From value, select All.

Handle Type Lists all of the handle types you can use to determine how values in the

Handled and Offered columns are calculated in a report.

■ Handled by User, which includes contacts that were handled by an

agent:

– Voice or Web: The contact reaches an agent.

– E-mail: An agent replies to and then deletes the e-mail message.

– Callback: An agent clicks the callback link to return the call and

then deletes the e-mail message in which it was delivered.

– Voice Message: An agent clicks the link to listen to the voice

message and then deletes the e-mail message in which it was delivered.

■ Handled By Info Announcement, which includes voice contacts that

were handled by an informational announcement.

■ Handled By New Media, which includes voice contacts that resulted

in the caller leaving a voice message or a callback request.

■ Handled By Deletion, which includes e-mail, callback, and voice

message contacts that reached agents, who subsequently deleted the contact before responding.

■ Handled by Trunk, which includes voice contacts that are routed by a

3Com IPCC workflow to a phone number outside the 3Com IP Contact Center

■ Handled by Third Party, which includes voice contacts that resulted in

the call being delivered to an IVR (Interactive Voice Response) system.

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Parameter Description

Include Graphs

Lets you specify whether to display the data in a graphical format as well as a tabular format. For example, if you select Yes for the Include Graphs option in the Executive Classification Summary report, the report displays two graphs on page 2 of the generated report:

■ The first graph charts the service level percentage for all specified

classifications.

■ The second graph charts the number of handled contacts versus the

number of abandoned contacts for all specified classifications.

Level of Assistance (LOA)

Lists the levels of assistance on which you can filter data: I (Immediate) or D (Deferred). The Self Service level of assistance is reserved for future use.

Logon Name Lists 3Com IPCC Desktop user logon names on which you can filter data.

If you do not want to filter on logon names, select All.

Media Type Lists the media type on which you can filter data: V (Voice), W (Web), E

(E-mail), M (Voice Message), and C (Callback).

Node Lists the nodes on which you can filter data. If you do not want to filter

on a node, select All.

Node Event Lists the node events on which you can filter data; for example, Node

Online or Node Offline. If you do not want to filter on a node event, select All.

Predefined Date Range

Lists the default date ranges you can use to filter data in a report, which include:

Note: Sample date ranges are enclosed in parentheses. The sample date is 1/19/04.

■ Yesterday (1/18/2004 12:00:00am to 1/18/2004 11:59:59pm)

■ Today (1/19/2004 12:00:00am to 1/19/2004 11:59:59pm)

■ Past Hour or Past x Hours

Certain reports enable you to filter on the past 1, 2, 4, or 8 hours.

■ Last Week (1/11/2004 12:00:00am to 1/17/2004 11:59:59pm)

■ Last Month (12/1/2003 12:00:00am to 12/31/2003 11:59:59pm)

■ Last Quarter (10/1/2003 12:00:00am to 12/31/2003 11:59:59pm)

■ Last Year (1/1/2003 12:00:00am to 12/31/2003 11:59:59pm)

■ Current Week (1/18/2004 12:00:00am to 1/24/2004 11:59:59pm)

■ Current Quarter (1/1/2004 12:00:00am to 3/31/2004 11:59:59pm)

■ Current Year (1/15/2004 12:00:00am to 1/17/2004 11:59:59pm)

■ Custom Date Range (1/15/2004 12:00:00am to 1/17/2004

11:59:59pm)

Note: To enter a custom date range for a report, you must select this parameter option and then specify the time interval in the Custom Date Range parameter option.

Reason Code Lists the reasons you can use to filter data in a report. Select one or more

reasons from the list or, if you do not want to filter on Idle reasons, select All.

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Parameter Description

Report Type Enables you to specify the way in which data is presented in a report. For

example, the User Activity report lets you specify Count (the number of instances) or Percent (the percentage of total logon time).

Lists the optional methods for presenting data in the User Activity Report: Count—the number of instances, or Percent—the percentage of logon time.

Reserved Enables you to include or exclude reserved resources in a report.

Reserved resources are predefined by 3Com personnel and used as a default.

Role List the user roles on which you can filter data. For example, you can

generate a User List report and display only those 3Com IPCC Desktop users who are assigned the Agent and Supervisor roles.

Skill List the skills on which you can filter data. Skills are defined and assigned

to individual users in 3Com IPCC Administrator.

Subtotals Lists the columns by which you can include subtotals in a report.

Note: Reports that include the Subtotals parameter may provide all of the parameter options listed here.

■ All—All subtotals and a grand total

Subtotals and a grand total is calculated for all columns in the report.

■ None—No subtotal or grand total

No subtotals or grand total for any columns in the report.

■ Grand total

A grand total for each column in the report.

■ Classification

A total for each classification listed in the report.

■ Logon

A total for each logon name listed in the report.

■ Node

A total for each node listed in the report.

■ DNIS

A total for each DNIS listed in the report.

■ Handle Type

A total for each handle type listed in the report.

■ Media Type

A total for each media type listed in the report.

Team Lists the supervisor teams on which you can filter report data. If you do

not want to filter on one or more teams, select All.

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Parameter Description

Time Zone Lists the time zone in which to display the report data. Possible time

zones include:

■ Local Time of Data

■ North America – Hawaii

■ North America – Alaska

■ North America – Pacific Time

■ North America – Mountain Time

■ North America – Arizona

■ North America – Saskatchewan

■ North America – Caribbean

■ North America – Central Time

■ North America – Mexico

■ North America – Eastern Time

■ North America – Indiana

■ North America – Atlantic Time

■ North America – Newfoundland Time

■ South America – Eastern Time

■ South America – Pacific Time

■ South America – Western Time

■ Greenwich Mean Time

■ Europe – Western European Time

■ Europe – Central European Time

■ Europe – Eastern European Time

■ Europe – Moscow

■ Africa – West

■ Africa – West Central

■ Africa – South

■ Africa – East

■ Asia – India

■ Asia – China

■ Asia – Korea

■ Asia – Tokyo

■ Asia – Singapore

■ Australasia – Western Australia

■ Australasia – Northern Territory

■ Australasia – South Australia

■ Australasia – Queensland

■ Australasia – New South Wales

■ Australasia – Victoria

■ Australasia – Tasmania

■ Australasia – New Zealand

To Enables you to enter a value that identifies where a contact was

delivered. For routed contacts, possible values include the DNIS (voice), the inbound e-mail address (e-mail), or the collaboration entry URL (web). For outbound contacts, the dialed number (outbound voice) or the outbound e-mail address (outbound e-mail).

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Parameter Description

Trunk Group Lists the trunk groups on which you can filter report data. The report

displays the trunk group names defined in 3Com IPCC Administrator. If you do not want to filter on trunk groups, select All.

Trunk Name Lists the trunks on which you can filter report data. The report displays

the trunk group names defined in 3Com IPCC Administrator. If you do not want to filter on trunk groups, select All.

Trunk Event Lists the trunk events on which you can filter report data. If you do not

want to filter on a trunk event, select All.

For information about each trunk event, see “Event Data” on page 253.

Universal Contact Type

User Event List the user events on which you can filter report data. If you do not

User Graph Lets you specify whether to include individual user data in a graphical

Wrap-Up Lists wrap-up codes on which you can filter report data. Wrap-up codes

Workflow Type Lists the workflow types on which you can filter report data. Possible

Lists the contact types on which you can filter data; for example, Routed, Inbound, Outbound, and Redirected.

want to filter on a user event, select All.

For information about each user event, see “Event Data” on page 253.

format in the User Idle Reason Summary report.

For information about the report, see “User Idle Reason Summary” on

page 166.

are defined in 3Com IPCC Administrator. If you do not want to filter on wrap-up codes, select All.

options include:

■ Node, for workflows that request contacts for a node while the node

is online.

■ User, for workflows that track the activities of a user while he or she

is logged on to the 3Com IPCC Desktop.

■ E-mail, for workflows that track the progress of deferred or

immediate-assistance e-mail, callback, and voice message contacts.

■ Web, for workflows that track the progress of Web contacts.

■ Voice, for workflows that track the progress of phone calls.

■ Library, for workflows that use unique XML files as libraries for steps.

For information about workflow types, refer to the 3Com IP Contact Center Workflow Builder User’s Guide or the Workflow Builder online

Help.

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Working with Reports in the ActiveX Viewer

When you view an ad hoc or a completed report in 3Com IPCC Reporter, the report automatically opens in the ActiveX viewer using your Web browser. With the ActiveX viewer, you can view your reports, refresh them (if you have the right to view on demand), print them, and export them in a variety of formats.

The following illustration shows the ActiveX viewer components and toolbar. Place the mouse pointer over a button on the toolbar to see the associated tooltip.

Note: If you display a tooltip and then click the tooltip area, the window does not repaint properly. To repaint the window and clear the blank area that is displayed, you should minimize and then maximize the report window.

123 457 8

The following table describes the icons on the ActiveX Viewer toolbar and other components:

Component Description

1 Preview Displays a group tree structure. From the group tree,

2 Export Opens the Report Export Directory dialog box, which

you can focus on a particular component in the report. Use the and symbols to display or hide options in the Preview list.

enables you to save the report in a specified format to a directory.

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Component Description

3 Print Opens the Print dialog box, enabling you to specify

print options and select a printer for the report.

Note: If a report was created using a different type of printer than the one available from your system, you may experience formatting problems when attempting to print a report displayed by the ActiveX viewer. The Report Viewer Print button uses printer settings saved with the report file. If you experience problems printing a report, contact your 3Com IPCC Reporter administrator.

4 Refresh Refreshes the report data in the report.

5 Toggle group tree Displays or hides the Preview pane.

6 Zoom Decreases or increases the magnification of the report.

7 Go to different page

8 Search Opens the Search dialog box in which you can enter

9 Minimize/Maximize/Close Use the standard Windows buttons to minimize the

■ Use the arrows to move from page to page in the

report.

■ Use the field to enter a page number and jump

directly to that page.

text that you want to locate. When you click Find Next, any matching text is highlighted with a red box.

report to the Windows toolbar, maximize the report window, or close the report window.

Scheduling Reports

A scheduled report is automatically generated at specified times. When a scheduled report is generated successfully, an instance is created. An instance is a version of the report containing the data available at the time it was generated—instances created later contain more recent data.

You can see a list of instances by looking at a report’s history, and you can click the link to any historical instance. If you have access permissions that enable you to view reports on demand, you can view and refresh any instance to retrieve the latest data from the database.

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By scheduling instances, you can ensure you have the latest information available for viewing, printing, and distribution. For example, you can schedule a report to run every night so it is available for you in the morning.

Note: Before scheduling reports, check your time zone setting on the Preferences page in 3Com IPCC Reporter. The default time zone is local to the server that is running Reporter.

To sc he du le a re po rt :

1. Click any report link available in 3Com IPCC Reporter.

When you click a link, a menu is displayed.

2. Click Schedule.

The Schedule page appears.

3. From the Component Event Detail list, select the category of options—

When (Schedule), Parameters, Destination, or Format.

The selection you make in the Customize your options list determines the information that is displayed in the fields below.

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The area below the list displays options specific to the option you choose.

Note: For some scheduling options, the settings that the administrator has specified for the report will be displayed when you select that category of options. You can schedule a report with these options or customize your options.

4. Repeat step for each category of options.

5. When you finish setting your options for the report, click the Schedule

button.

Tip: Make sure that you finish defining the schedule, parameters, destination, and format options for the report before you click the Schedule button. After the report is scheduled, it cannot be modified; you need to delete the scheduled report (see “Accessing Completed

Reports” on page 62) and start again at step 1.

This section covers the scheduling options available in each category:

■ Schedule Options

■ Parameters Options

■ Destination Options

■ Format Options

■ Accessing Completed Reports

Schedule Options

The Schedule options enable you to specify a time, date, and the frequency for generating a report. Each option in the Run Report list has its own specific data entry requirements.

To sc hed ule a re por t using Schedule options:

1. Display the Schedule page. For information, see “Scheduling Reports”

2. Verify that the Schedule option is selected in the Customize your

on page 55.

options list.

3. In the Run report list, click the option of your choice.

The following options are available:

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Option Description

Now When you click Schedule, the report is generated

Once This option requires a start time parameter. The report is

Hourly This option requires that you enter a start and end time,

Daily This option requires start and end time parameters. The

Weekly This option requires start and end time parameters. The

Monthly This option requires start and end time parameters, along

Nth Day of Month This option requires start and end time parameters, along

immediately and an instance is created.

generated once on the specified date and time.

along with the frequency in which the report is generated. For example, you can specify that the report be generated every 2 hours and 30 minutes, from 7/7/2004 to 7/15/2004.

The first instance is created on the date and time entered in the Start Time field and subsequent instances are created specified intervals until the date and time entered in the End Time field.

report is generated daily at the specified time.

The first instance is created on the date and time entered in the Start Time field and subsequent instances are generated daily until the date and time entered in the End Time field.

report is generated weekly at the specified time.

The first instance is created on the date and time entered in the Start Time field and subsequent instances are created weekly until the date and time entered in the End Time field.

with a recurrence interval in months.

The report is generated on the specified date and time, every N months. The first instance is created on the date and time entered in the Start Time field and subsequent instances are created regularly every Nth month until the date and time entered in the End Time field.

with a recurrence interval.

The report is generated on the specified date and time, on the Nth day of the month. The first instance is created on the date and time entered in the Start Time field and subsequent instances are created regularly on the Nth day of the month until the date and time entered in the End Time field.

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Option Description

1st Monday of Month This option requires start and end time parameters.

The first instance is created on the date and time entered in the Start Time field and subsequent instances are created on the first Monday of each month until the date and time entered in the End Time field.

Last Day of Month This option requires start and end time parameters.

The first instance is created on the date and time entered in the Start Time field and subsequent instances are created on the last day of each month until the date and time entered in the End Time field.

4. Specify a start and end time parameter and an interval, if necessary.

For every option listed (except the Now option), you can specify a start date and time as well as an end date and time.

5. Select another option in the Customize your options list, or click the

Schedule button on the title bar.

Note: If you want to set other options, do not click Schedule until you have made all your selections.

Parameters Options

Most of the standard reports provided by 3Com use parameters, which determine the data that appears in the report. For example, in a report used by Sales, there might be a parameter that asks you to select a classification. The report would return the results for the specific classification instead of returning the results for all classifications.

For the report to run successfully, you must specify a value for each parameter. For example, you must specify a value for the Custom Date Range parameter, even if you didn’t specify the Custom Date Range as the value for the Predefined Date Range parameter. For information about the parameters used in 3Com standard reports, see “Specifying Report

Parameters” on page 47.

You can set parameters on the Schedule page. If the report you schedule does not contain parameters, you will not be able to select this option in the Customize your options list.

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To schedule a report with parameters:

1. Display the Schedule page. For information, see “Scheduling Reports”

on page 55.

2. In the Customize your options list, click Parameters.

3. Select the parameter you need for your report and click Add.

Note: The appearance of the parameter prompts on the Schedule page may differ from report to report depending on how the parameter field was created in Crystal Reports.

4. On the title bar, click Schedule.

Note: If you want to set other options, do not click Schedule until you have made all your selections.

Destination Options

You can schedule a report instance to be sent to a specific destination on your computer or network, to a default file location, to e-mail, to FTP, or to a printer. For destination options other than Default, you can select the preset settings (as determined by your administrator) or enter specific requirements for the destination.

Note: If you select Unmanaged Disk, Email (SMTP), or FTP, the 3Com IPCC Reporter administrator must enable the feature for the report to run successfully. For information about enabling the feature, see “Managing Servers” on page 226.

To schedule a report to be sent to a specific destination:

1. Display the Schedule page. For information, see “Scheduling Reports”

on page 55.

2. From the Customize your options list, select Destination.

3. In the Destination list, click the destination option of your choice.

Option Description

Default The report is sent to (and saved on) the Report server.

Unmanaged Disk

Email (SMTP) The report is sent by e-mail to a specified user. The administrator

The report is saved to the file location that you specify.

The location must be a local or mapped directory on the processing server, or the location must be a Universal Naming Convention (UNC) path. The processing server must have sufficient rights to the specified location.

must have the server information set up on the Job Server.

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Option Description

FTP The report is sent to a specified FTP server set up by your

administrator; or you can specify your own.

Printer The report is sent to a specified printer.

The report must be scheduled using the Crystal Report format.

4. Where applicable, select either Use the Destination Job Server’s

defaults or Set the values to be used at schedule time here.

Select the first option if you want to use the settings that your 3Com IPCC Reporter administrator has specified. Select the second option if you want to specify the destination settings. Complete the necessary fields as required.

5. Click Update.

6. On the title bar, click Schedule.

Note: If you want to set other options, do not click Schedule until you have made all your selections.

Format Options

When scheduling a report, the system creates the instance and saves it using the 3Com IPCC Reporter format (.rpt) unless you select a different file format. Though the standard reports are best viewed and saved in the Crystal Report or Acrobat (PDF) format, you can select any of the following:

An instance of a report scheduled to display in one of the available formats is created in that format. For some of these formats, you can specify properties for the report.

■ Crystal Report

■ Excel

■ Word

■ Acrobat (PDF)

■ Rich Text

■ Plain Text

■ Paginated Text

■ Tab-separated Values

■ Character-separated Values

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To schedule a report using a format:

1. Display the Schedule page. For information, see “Scheduling Reports”

on page 55.

2. From the Customize your options list, select Format.

3. In the Report Format list, click the format of your choice.

Where applicable, update the format properties information and click Update.

4. On the title bar, click Schedule.

Note: If you want to set other options, do not click Schedule until you have made all your selections.

Accessing Completed Reports

3Com IPCC Reporter saves a history of report instances for scheduled reports that have been run. The history list is arranged chronologically (with the most recent instances first) and contains information such as:

■ Instance Time. The date and time that the report was scheduled. The

icon next to the date provides a visual indicator of the instance status. For example, a timer icon indicates that the report is pending and has not yet been run and a check mark indicates that the report has been run. When the report is successfully run, you can click the timestamp link to view the report.

■ Run By. The logon name of the user who scheduled the report run.

■ Parameters. A summary of the parameters selected for the report.

■ Format. The report format, such as Crystal Report.

■ Status. Click the link for information about the status of the instance:

– Pending. The report is scheduled to be run once at a scheduled

time.

– Recurring. The report is scheduled to be run at a predefined,

recurring time, such as once a day or week.

– Success. The report was run at the specified time.

– Failed. The report run failed.

Click Back to return to this screen after clicking a link.

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Tips:

■ Sort instances chronologically by clicking the Instance Time column

heading. Click the column again to reverse the sort order. Or, sort instances by owner (alphabetically and reverse-alphabetically) by clicking the Run By column heading.

■ Use the Delete, Pause, and Resume buttons on the History page to

delete a selected report, to pause the publication of a report, or to resume a paused report. Select the check box for a report from the Selected column, and then click either the Delete, Pause, or Resume button.

To view report history:

1. Click any report link that is available in 3Com IPCC Reporter.

Click on History to display the history for a report instance.

Scheduling Reports

2. Click History.

The History page appears.

Each instance that the report has generated is displayed on a separate

3. Click the instance time of a successful instance to view the report in a

separate window. You can view detailed status information for successful, recurring, pending, and failed instances by clicking the link in the Status column.

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Closing Reports

To c los e a rep or t:

➤ Click the Close button in the upper-right corner of the Crystal Report

Viewer window.

Logging Off 3Com IPCC Reporter

Make sure that you log off properly from 3Com IPCC Reporter. If you close the browser window without logging off 3Com IPCC Reporter, you may tie up the 3Com IPCC Reporter license for 15 minutes and potentially prevent other users from logging on during that time.

To log off 3Com IPCC Reporter:

1. Click the Logoff button in the upper-right corner of the 3Com IPCC

Reporter window.

Click here to log off Reporter.

2. At the prompt, click OK.

The 3Com IPCC Reporter Log On dialog box is displayed.

3. Click the Close button in the upper right corner of the browser

window.

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Viewing Historical Reports 3

3Com provides a standard set of reports that contain preset information you can use to manage your 3Com IP Contact Center. The reports are grouped into folders according to the data type they contain. For information about viewing reports, see “Generating New Reports” on page 45.

The following table lists the standard 3Com IPCC report folders, describes their focus, and lists the standard reports in each folder.

Standard folder name and focus of report group Standard reports

Administration

Administration reports contain provisioning data only. There are no statistics.

Audio Source List

Class of Service List

Classification List

Escalation Timeout List

Idle Reason List

Node List

Role List

Routed Contact Target Address List

Service Level List

Supervisor List

Trunk Group List

User List

User Skill List

Workflow Association List

Workflow List

Wrap-Up Code List

For more information, see...

“Administration Reports” on page 67.

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Standard folder name and focus of report group Standard reports

Contacts

Contact reports contain contact statistics for classifications and DNIS as well as contact detail and event data.

Classification Abandoned Summary Intraday

Classification Contact Summary Intraday

Classification State Snapshot

Classification Summary – Duration

Classification Summary – Duration Detail

Classification Wrap-Up Summary

Contact Detail

Contact Event Detail

DNIS Summary – Duration Detail

Universal Case ID Media Summary

Universal Contact Detail

Universal Short Contact Intraday

Universal Summary – Duration Detail

Universal Summary – Volume Detail

Universal Wait Time Intraday

Voice Menu Summary

Executive

Executive reports contain a summary of data for classifications and teams.

Executive Classification Media Summary

Executive Classification Summary

Executive Custom Variable Summary

Executive Media Summary

Executive Team Summary

Extraction

Extraction reports contain raw data suitable for importing to other databases.

Extract Contact Detail

Extract Contact Event Detail

Extract Universal Contact Detail

Extract User Event Detail

Trunks

Trunk reports contain statistics for trunk groups as well as trunk event data.

Trunk Event Detail

Trunk Group Usage Summary

Trunk Group Utilization

For more information, see...

“Contact Reports” on page 87.

“Executive Reports” on page 134.

“Extraction Reports” on page 149.

“Trunk Reports” on page 152.

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Standard folder name and focus of report group Standard reports

Users

User reports contain user statistics for supervisor teams as well as user event data.

WFM

Workforce Management reports contain summarized data as required by partner workforce management applications.

User Activity

User Classification Summary

User Detail

User Event Detail

User Idle Reason Summary

User Logon-Logoff

User Summary – Duration

User Summary – Volume

Workforce Management - Aspect Agent Productivity

Workforce Management - Aspect Forecasting

Workforce Management - GMT

For more information, see...

“User Reports” on page 157.

“WFM Reports” on page 174.

Note: For information about custom reports, see “Using Custom Reports” on

page 232.

Administration Reports

Administration reports provide a view of how the 3Com IP Contact Center is set up to manage customer contacts at your company. All provisioning details are defined in 3Com IPCC Administrator. Although the workflows are created in 3Com IPCC Workflow Builder, the conditions for executing them are defined in 3Com IPCC Administrator.

Reports covered in this section:

■ Audio Source List

■ Class of Service List

■ Classification List

■ Escalation Timeout List

■ Idle Reason List

■ Node List

■ Role List

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■ Routed Contact Target Address List

■ Service Level List

■ Supervisor List

■ Trun k Gr oup Lis t

■ User List

■ User Skill List

■ Workflow Association List

■ Wor kfl ow Li st

■ Wrap-Up Code List

Each report provided in the Administration folder is described below including filtering parameters and individual columns of data generated.

Audio Source List

This report lists each audio source defined in the 3Com IP Contact Center system. Audio sources include announcements, prompts, music on hold, and any other recorded audio content. Each row in the Audio Source List report identifies the type, the name of the audio source, the record ID assigned to each by the 3Com IP Contact Center system, the description, the size, and whether or not the audio source is reserved.

Selectable parameters:

■ Audio Source Type (Announcement, Music, Percolation, or Whisper)

■ Reserved audio sources (Yes or No)

For a description of each selectable parameter, see “Specifying Report

Parameters” on page 47.

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Columns are described in the following table.

Column Description

Administration Reports

Audio Source Type

Audio Source Name

ID A number that uniquely identifies the audio source in the

Description An optional description of the audio source.

Bytes The size of the audio source in bytes.

Reserved? Whether or not the audio sources are reserved. Reserved audio sources

Class of Service List

This report lists all defined classes of service.

When users are added to the a role, along with a class of service for each feature set included in the role. For detailed information about roles, feature sets, and classes of service, refer to the 3Com IP Contact Center Administrator Guide.

The type of audio source, which includes announcements, music (such as music on hold), percolation, or whisper.

The name of the audio source.

3Com IP Contact Center system. The ID is assigned by the 3Com IP Contact Center system after the source is created in 3Com IPCC Administrator and can be used by users who want to review, modify, or configure the audio source from a remote location.

are provided with the 3Com IP Contact Center system and can be copied, but cannot be modified or deleted.

3Com IP Contact Center system, they are assigned

Selectable parameters:

■ Reserved class of service (Yes or No)

■ Deleted class of service (Yes or No)

For a description of each selectable parameter, see “Specifying Report

Parameters” on page 47.

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Columns are described in the following table.

Column Description

Class of Service

Description An optional description of the class of service.

Feature Set The feature set that is associated with the class of service.

Reserved? Whether or not the class of service is reserved. Reserved classes of

Deleted? Whether or not the class of service has been deleted. A deleted item is

Classification List

This report lists all defined classifications. A classification is a high-level category into which contacts are routed, such as Customer Care, Sales, or Finance.

Selectable parameters:

■ Reserved classifications (Yes or No)

■ Deleted classifications (Yes or No)

For a description of each selectable parameter, see “Specifying Report

Parameters” on page 47.

The name of the class of service.

service are provided with the 3Com IP Contact Center system and can be copied, but cannot be modified or deleted.

no longer active, but is retained in the database for reporting purposes.

Columns are described in the following table.

Column Description

Classification The name of the classification.

Description An optional description of the classification.

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Column Description

Administration Reports

Company Name

Reserved? Whether or not the classification is reserved. Reserved classifications are

Deleted? Whether the defined classification has been deleted. A deleted item is no

Escalation Timeout List

This report lists all sets of escalation timeouts defined in the 3Com IP Contact Center system.

The 3Com IP Contact Center system moves deferred-assistance contacts to immediate-assistance contacts based on timeouts defined in 3Com IPCC Administrator. The timeouts are associated with classifications in business logic sets and determine when a deferred e-mail, voice message, or callback contact is escalated and routed to an agent who handles contacts for the classification.

Selectable parameter:

The name of the company for which this classification is used. This information is especially beneficial if your contact center handles contacts for multiple companies.

provided with the 3Com IP Contact Center system and can be copied, but cannot be modified or deleted.

longer active, but is retained in the database for reporting purposes.

■ Reserved Escalation Timeouts (Yes or No)

For a description of this parameter, see “Specifying Report Parameters” on

page 47.

Columns are described in the following table.

Note: The timeout format includes a placeholder for the number of seconds (SS). The timeout values are defined to the minute in 3Com IPCC Administrator therefore, the Escalation Timeout List report always displays 00 for the number of seconds.

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Column Description

Timeout Name The name defined for the set of escalation timeouts.

Description A description for the set of escalation timeouts.

Timeout value – E-mail

Timeout value – Voice Msg

Timeout value – Callback

Reserved? Whether or not the set of escalation timeouts is reserved. Reserved

Idle Reason List

This report lists all defined idle reasons. An agent selects a reason from the Change State list on the 3Com IPCC Desktop toolbar when he or she submits an idle request.

The number of days, hours, and minutes (DD:HH:MM:SS) before an e-mail contact is escalated to immediate assistance.

The number of days, hours, and minutes (DD:HH:MM:SS) before a voice message is escalated to immediate assistance. (This value does not apply to messages left by someone who called a user directly.)

The number of days, hours, and minutes (DD:HH:MM:SS) before a callback request is escalated to immediate assistance.

escalation timeouts are provided with the 3Com IP Contact Center system and can be copied, but cannot be modified or deleted.

Selectable parameters:

■ Reserved idle reasons (Yes or No)

■ Deleted idle reasons (Yes or No)

For a description of each selectable parameter, see “Specifying Report

Parameters” on page 47.

Columns are described in the following table.

Column Description

Idle Reason The name of the reason code, such as Lunch or Break.

Description Describes the reason code in more detail.

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Column Description

Reserved? Whether or not the idle reason is reserved. Reserved idle reasons are

provided with the 3Com IP Contact Center and can be copied, but cannot be modified or deleted.

Deleted? Whether or not the defined reason code has been deleted. A deleted

item is no longer active, but is retained in the database for reporting purposes.

This report lists all nodes and indicates whether or not the node is a hub. The node is the local component of the 3Com 3Com IP Contact Center’s distributed architecture. The node uses predefined business logic to accept contacts and distribute contacts to the most appropriate agents across the system.

Selectable parameter:

■ Deleted nodes (Yes or No)

For a description of this parameter, see “Specifying Report Parameters” on

page 47.

Columns are described in the following table.

Column Description

Node The name of the node.

Description An optional description of the node.

Hub? Whether or not this is set up as a 3Com IP Contact Center hub.

Time Zone The time zone used for the report data.

Default Trunk Group

Business Logic Set

Deleted? Whether or not the node has been deleted. A deleted item is no longer

The name of the default trunk group associated with the node.

The name of the defined group of business logic used by the node for routing contacts and for processing contact data.

active, but is retained in the database for reporting purposes.

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Role List

This report lists all user roles defined in the system.

A role is a value assigned to a 3Com IPCC Desktop user that determines the functions the user can access. The 3Com IPCC Center system provides four default user roles—Agent, Supervisor, Administrator, and Executive. The 3Com IP Contact Center administrator can create new roles or customize an existing role by copying it, modifying it, and saving it under a different name.

Selectable parameters:

■ Reserved roles (Yes or No)

■ Deleted roles (Yes or No)

For a description of each selectable parameter, see “Specifying Report

Parameters” on page 47.

Columns are described in the following table.

Column Description

Role Name The name of the user role.

Description An optional description of the user role.

Reserved? Whether or not the role is reserved in the 3Com IP Contact Center

system. Reserved roles can be copied, but cannot be modified or deleted.

Deleted? Whether or not the user role was deleted. A deleted item is no longer

active, but is retained in the database for reporting purposes.

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Routed Contact Target Address List

This report lists all routed contact target addresses defined in 3Com IPCC Administrator.

A routed contact target address is a number or e-mail address defined in the 3Com IP Contact Center system to identify a contact as a routed contact.

The 3Com IP Contact Center system tries to match the address of the incoming voice call or e-mail message with a routed contact target address defined in 3Com IPCC Administrator. If a match is found, the contact is considered a routed contact. The target address for an e-mail contact might be defined as support@company.com and for a voice contact as the DNIS digits 7020.

Selectable parameters:

■ Target Address Media Type (Voice, Web, E-mail)

■ Reserved Target Addresses (Yes or No)

Administration Reports

For a description of each selectable parameter, see “Specifying Report

Parameters” on page 47.

Columns are described in the following table.

Column Description

Media Type The media type assigned to this target address: Voice, Web, or E-mail.

For information about media types, see “Media Types” on page 15.

Target Address The target address. For e-mail contacts, the target address is typically

an e-mail address, such as sales@company.com or support@company.com.

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Column Description

Default? Whether or not this target address is the default.

Reserved? Whether or not this target address is reserved. A reserved target

Service Level List

This report provides the list of the service levels that are defined in the 3Com IP Contact Center system. The service level values are displayed by media type and level of assistance.

Selectable parameter:

■ E-mail: The target address is the address to which voice

messages are sent.

■ Voice: The default setting is reserved for future use.

address is an address that was provided with the 3Com IP Contact Center system and can be copied, but cannot be modified or deleted.

■ Reserved Service Levels (Yes or No)

For a description of each selectable parameter, see “Specifying Report

Parameters” on page 47.

Columns are described in the table below.

Column Description

Service Level Name

Description Description of service level.

Reserved? Whether or not this service level is reserved. A reserved service level is

The name assigned to individual service levels defined in the system.

one that was provided with the 3Com IP Contact Center system and can be copied, but cannot be modified or deleted.

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Column Description

Media Type The media type assigned to a service level: Voice, Web, or E-mail.

For information about media types, see “Media Types” on page 15.

Level of Assistance

Time The time threshold assigned to individual service levels. Time threshold

Percent The percentage of contacts that should be handled within the assigned

The priority associated with the workflow: I (Immediate) or D (Deferred). Levels of assistance determine the immediacy with which the 3Com IP Contact Center processes contacts.

for each service level in the system is preset by your 3Com IP Contact Center administrator.

time threshold to meet the service level objective.

This report lists all 3Com IPCC Desktop users whose role includes the Management feature set, including their full name, their logon name, and the teams they supervise (if applicable).

Selectable parameters:

■ Logon Name

■ Reserved Users (Yes or No)

■ Deleted Users (Yes or No)

For a description of each selectable parameter, see “Specifying Report

Parameters” on page 47.

Columns are described in the following table.

Column Description

Logon Name The logon name assigned to the supervisor. This is the name the

supervisor uses to log on to the 3Com IPCC Desktop.

Name The user name assigned to the supervisor.

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Column Description

User Reserved?

Deleted? Whether or not the supervisor has been deleted. A deleted item is no

Teams Supervised

Trunk Group List

This report lists all defined trunk groups. A trunk group is a way to organize trunks in a logical group, such as Inbound–San Jose or Outbound– San Jose.

Selectable parameters:

For a description of each selectable parameter, see “Specifying Report

Parameters” on page 47.

Whether or not the user is reserved in the 3Com IP Contact Center system. Reserved users can be copied, but cannot be modified or deleted.

longer active, but is retained in the database for reporting purposes.

The name of the teams or teams for which the supervisor is responsible. For supervisors who have not been assigned a team to supervise, this field is blank.

■ Node

■ Reserved Trunk Groups (Yes or No)

Columns are described in the following table.

Column Description

Node The name of the node with which the trunk group is associated.

Trunk Group The name of the trunk group.

Description An optional description of the trunk group.

Inbound? Whether or not the trunk group handles inbound contacts.

Outbound? Whether or not the trunk group handles outbound contacts.

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Column Description

PBX? Whether or not the trunk group handles contacts through a PBX.

Reserved? Whether or not the trunk group is reserved in the

3Com IP Contact Center system. Reserved trunk groups can be copied, but cannot be modified or deleted.

This report lists all users defined in 3Com IPCC Administrator. A user is any person who has access privileges to the 3Com IP Contact Center.

Selectable parameters:

■ Tea m

■ Role

■ Reserved Users (Yes or No)

■ Deleted Users (Yes or No)

For a description of each selectable parameter, see “Specifying Report

Parameters” on page 47.

Columns are described in the following table.

Column Description

Logon Name The logon name assigned to the supervisor. This is the name the user

uses to log on to the 3Com IPCC Desktop.

Last Name The last name of the user. This name is defined in

3Com IPCC Administrator.

First Name The first name of the user. This name is defined in

3Com IPCC Administrator.

User ID A unique number assigned to each user.

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Column Description

Role The role assigned to the user. Roles are constructed of three or more

Team The name of the team to which the user belongs.

Reserved? Whether or not the user is reserved in the 3Com IP Contact Center

Deleted? Whether or not the user has been deleted. A deleted item is no longer

User Skill List

feature sets, which determine the 3Com IP Contact Center functionality users can access. For example, access to 3Com IPCC Reporter is available to users whose role includes the Management or the Strategic feature set.

Note: Users whose role includes the Management feature set must also be assigned a class of service that permits access to Reporter.

For more information about roles and feature sets, refer to the 3Com IP Contact Center Administrator Guide.

system. Reserved users can be copied, but cannot be modified or deleted.

active, but is retained in the database for reporting purposes.

This report lists the skills and associated preferences and proficiencies assigned to each user on each team.

A skill is an area of agent expertise. Skills can be defined any way that best suits the contact center. For example, skills might represent the geographic areas that agents cover, the product areas in which agents are knowledgeable, or the languages that agents speak.

Data is organized alphabetically by logon name within each team, one row per skill.

Selectable parameters:

■ Te am

■ Skill

■ Reserved users (Yes or No)

For a description of each selectable parameter, see “Specifying Report

Parameters” on page 47.

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Columns are described in the following table.

Column Description

Team The name of the team for which users’ skills are listed.

Logon Name The logon name assigned to the supervisor. This is the name the user

uses to log on to the 3Com IPCC Desktop.

User Reserved?

Skill The name of the skill.

Preference For users with more than one skill, the order of preference for the skill. Of

Proficiency A value between 1 and 100 that represents the user’s level of expertise

Whether or not the user is reserved in the 3Com IP Contact Center system. Reserved users can be copied, but cannot be modified or deleted.

the skills listed, one (1) indicates the first (highest) preference. Zero (0) indicates the skill should be ignored by the system.

or strength in the skill.

Workflow Association List

This report lists each defined business logic set and the workflows with which it is associated. Each row in the report represents a business rule and the workflow that it invokes.

Workflows are created using 3Com IPCC Workflow Builder and then associated with a business logic set in 3Com IPCC Administrator. A business logic set is a collection of settings that can be assigned to a hub or a node.

A business logic set maps business properties to classifications and workflows to the conditions that trigger them. The business logic properties included in a business logic set are classifications, hours of operation schedules, escalation timeouts, service level objectives, priority expressions, audio sources, and Web sources.

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Selectable parameters:

■ Reserved Business Logic Sets (Yes or No)

■ Business Logic Workflow Type (Voice, E-mail, Web, Node, and User)

For a description of each selectable parameter, see “Specifying Report

Parameters” on page 47.

Columns are described in the following table.

Column Description

Business Logic Set

Description An optional description of the business logic set.

Reserved? Whether or not the business logic set is reserved. Reserved business logic

The name of the business logic set.

sets are provided with the 3Com IP Contact Center system and can be copied, but cannot be modified or deleted.

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Column Description

Workflow Type The type of contact center element that is managed by the workflow.

Workflow types include:

■ Node. For a workflow that requests contacts for a node while the

node is online. A node workflow must have a deployment type of Not Applicable.

■ User. For a workflow that tracks the activities of a user while he or

she is logged on. A user workflow must have a deployment type of Not Applicable.

■ E-mail. For a workflow that tracks the progress of deferred or

immediate-assistance e-mail, callback, and voice message contacts. An e-mail workflow must have a deployment type of Node Selector, User Selector, or Inbound.

■ Web. For a workflow that tracks the progress of Web collaboration

contacts. A Web workflow must have a deployment type of Node Selector, User Selector, Inbound, or Internal.

■ Voice. For a workflow that tracks the progress of phone calls. A voice

workflow must have a deployment type of Node Selector, User Selector, Inbound, Outbound, or Internal.

Workflow Type associations are made in 3Com IPCC Administrator.

Deployment Type

LOA The priority associated with the workflow: I (Immediate) or D (Deferred).

Seq # The order in which the workflow will run when one or more workflows

The type of action or activity associated with the workflow in the Workflow Name column. Deployment types include:

■ Node Selector. A workflow that classifies immediate-assistance

contacts and distributes them to a node. Node Selector workflows must have a workflow type of Voice, E-mail, or Web.

■ User Selector. A workflow that distributes immediate-assistance

contacts to agents. User Selector workflows must have a workflow type of Voice, E-mail, or Web.

■ Inbound. A workflow that connects a caller or Web session

participant to a specific agent or if the workflow classifies and routes deferred e-mail messages. Inbound workflows must have a workflow type of Voice, E-mail, or Web.

■ Outbound. A workflow that routes a phone call from a user to

someone outside the 3Com IP Contact Center. Outbound workflows must have a workflow type of Voice.

■ Internal. A workflow that routes a phone call or a Web collaboration

session from one user to another. Internal workflows must have a workflow type of Web or Voice.

Deployment Type associations are made in 3Com IPCC Administrator.

Levels of assistance determine the immediacy with which the 3Com IP Contact Center processes contacts.

are associated with a target. Workflow sequencing is defined in 3Com IPCC Administrator.

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Column Description

Target The element that triggers the workflow. An asterisk (*) indicates that the

Workflow Name

specified workflow is the default for that workflow type and deployment type. Otherwise:

■ For a voice workflow, a phone number. This could be the number

that a customer dialed to reach the company or a specific agent, or the number that a user dialed to make an internal or outbound call.

■ For an e-mail workflow, an e-mail address such as

sales@company.com.

■ For an internal Web workflow, an asterisk (*). For other Web

deployment types, the URL of the Web page that serves as the access point.

■ For a user workflow, the name of a user role.

■ For a node workflow, the name of the node.

Workflow targets are defined in 3Com IPCC Administrator.

The name of the workflow associated with the defined business logic set. A workflow is named or renamed when it is created in 3Com IPCC Workflow Builder.

Workflow List

The Workflow List report lists all workflows that have been created in 3Com IPCC Workflow Builder and saved on the 3Com IP Contact Center server.

A workflow is a set of instructions for the processing and delivery of contacts, the management of agents and supervisors, and the general control of system-level behaviors. Workflows are created using 3Com IPCC Workflow Builder and associated with the conditions that trigger them in 3Com IPCC Administrator.

Selectable parameters:

■ Workfl ow Type

■ Reserved Workflows (Yes or No)

■ Deleted Workflows (Yes or No)

For a description of each selectable parameter, see “Specifying Report

Parameters” on page 47.

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Columns are described in the following table.

Column Description

Workflow The name that the workflow was given when it was saved to the

3Com IP Contact Center server.

Workflow Type The type of contact that is managed by the workflow. Workflow types

include:

■ Node. For a workflow that requests contacts for a node while the

node is online.

■ User. For a workflow that tracks the activities of a user while he or

she is logged on.

■ E-mail. For a workflow that tracks the progress of deferred or

immediate-assistance e-mail, callback, and voice message contacts.

■ Web. For a workflow that tracks the progress of Web collaboration

contacts.

■ Voice. For a workflow that tracks the progress of phone calls.

■ Library. For a workflow that uses unique XML files as libraries for

steps.

Level of Assistance

Reserved? Whether or not the workflow is reserved in the 3Com IP Contact Center

Deleted? Whether or not the workflow has been deleted. A deleted item is no

Last Updated Indicates the date and time the workflow was last modified.

The priority associated with the workflow: I (Immediate) or D (Deferred). Levels of assistance determine the immediacy with which the processes contacts.

system. Reserved workflows can be copied, but cannot be modified or deleted.

longer active, but is retained in the database for reporting purposes.

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Wrap-Up Code List

This report lists all wrap-up codes defined in 3Com IPCC Administrator. An agent specifies a wrap-up code (such as Special Promotion or Radio Ad) at the end of a contact in response to a wrap-up prompt on the 3Com IPCC Desktop.

Wrap-up codes can be effective management tools. For example, wrap-up data can help you gauge the success of an ad campaign or a catalog mailing by tracking the types of contacts that come into your contact center.

Selectable parameters:

■ Reserved Wrap-up Codes (Yes or No)

■ Deleted Wrap-up Codes (Yes or No)

For a description of each selectable parameter, see “Specifying Report

Parameters” on page 47.

Columns are described in the following table.

Column Description

Wrap-up Code The name of the wrap-up code.

Description An optional description of the wrap-up code.

Reserved? Whether or not the wrap-up code is reserved in the

3Com IP Contact Center system. Reserved wrap-up code can be copied, but cannot be modified or deleted.

Deleted? Whether or not the wrap-up code has been deleted. A deleted item is no

longer active, but is retained in the database for reporting purposes.

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Contact Reports

Contact reports contain classification and DNIS statistics, and information about individual contact segments (CDRs), entire contacts (UDRs), and the final assistance levels that contacts receive. You can use contact reports to determine whether your business logic needs to be adjusted or whether contact center resources need to be increased.

Reports covered in this section:

■ Classification Abandoned Summary Intraday

■ Classification Contact Summary Intraday

■ Classification State Snapshot

■ Classification Summary – Duration

■ Classification Summary – Duration Detail

Contact Reports

■ Classification Wrap-Up Summary

■ Contact Detail

■ Contact Event Detail

■ DNIS Summary – Duration Detail

■ Universal Case ID Media Summary

■ Universal Contact Detail

■ Universal Short Contact Intraday

■ Universal Summary – Duration Detail

■ Universal Summary – Volume Detail

■ Universal Wait Time Intraday

■ Voice Menu Summary

Each report provided in the Administration folder is described below including filtering parameters and individual columns of data generated.

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Classification Abandoned Summary Intraday

This report enables you to track the number of abandoned contacts that occur throughout the day. The report is based on UDR data and is organized by classification. Each classification specified in the Classification parameter is presented on a separate page—or two pages, if you include graphs—even when there are no abandoned contacts during the report time interval.

Data is calculated and displayed in half-hour increments, beginning with 12:00am. If you specify more than one day in the Predefined Date Range and Custom Data Range parameter, the number will include all of the voice or Web contacts that were abandoned within that half-hour increment over the report time interval.

Note the following about abandoned contacts:

■ If the caller disconnects the call or session request before being placed in

a queue and within the time threshold defined for short calls, the handle type of the contact segment is Short instead of Abandoned. The short call threshold is a system-wide threshold defined by the 3Com IPCC Administrator. Short calls are not included in this report.

■ E-mail, callback, and voice message contacts cannot be abandoned and,

consequently, are not included and do not have any affect on the data in this report.

Selectable parameters:

■ Predefined date range

■ Custom date range

■ Time zone

■ Classification

■ Subtotals

■ Include graphs

For a description of each selectable parameter, see “Specifying Report

Parameters” on page 47.

If you select Yes in the Include Graphs parameter, data is presented using charts and in the usual columns and rows, resulting in two different views of information:

■ Column and Row View

■ Chart View

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Column and Row View

The first report page for each classification presents the data in the typical column and row format. Each row of the report represents the activity over a half-hour time period.

Columns are described in the following table:

Column Description

Half Hour The half-hour increment for which report data is

calculated.

Voice Contacts—Abandoned The number of voice contacts that were abandoned by

the caller before reaching an agent.

How is this calculated?

Number of voice contacts that were disconnected by the caller before reaching an agent

Voice Contacts—Avg Wait The average amount of time a voice contact waited

before being abandoned by the caller.

How is this calculated?

(Distribution time + Queue time)/Number of voice contacts that were disconnected before reaching an agent

Web Contacts—Abandoned The number of Web contacts that were abandoned by the

caller before reaching an agent.

How is this calculated?

Number of Web contacts that were disconnected by the caller before reaching an agent

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Column Description

Web Contacts—Avg Wait The average amount of time a Web contact waited before

Total Contacts—Abandoned The total number of voice and Web contacts that were

Total Contacts—Avg Wait The average amount of time that voice and Web contacts

being abandoned by the caller.

How is this calculated?

(Distribution time + Queue time)/Number of Web contacts that were disconnected before reaching an agent

abandoned by the caller before reaching an agent.

How is this calculated?

Number of Voice and Web contacts that were disconnected by the caller before reaching an agent

waited before reaching an agent.

How is this calculated?

(Distribution time + Queue time)/Number of Voice and Web contacts that were disconnected before reaching an agent

Chart View

Each chart is displayed on a separate page following the column and row view for each specified classification.

The chart page contains two charts:

■ Total Abandoned By Half Hour. The total number of voice and Web

contacts that were abandoned in the half-hour period during the report time interval.

■ Total Average Wait Before Abandoned By Half Hour. The average

number of seconds that voice and Web contacts waited to be handled before abandoning the call or session.

The following illustration shows a sample of the chart page.

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Classification Contact Summary Intraday

This report enables you to track the number of offered, handled, and abandoned contacts of the specified media type that occur throughout the day. The report is based on UDR data and is organized by classification. Each classification specified in the Classification parameter is presented on a separate page—or two pages, if you include graphs—even when there are no contacts routed to the classification during the report time interval.

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Data is calculated and displayed in half-hour increments, beginning with 12:00 am. If you specify more than one day in the Predefined Date Range and Custom Data Range parameter, the calculated data will include all of the contacts that were offered, handled, and abandoned within that half-hour increment over the specified time period.

Selectable parameters:

■ Predefined Date Range

■ Custom Date Range

■ Time Zone

■ Classification

■ Media Type

■ Subtotals

■ Include Graphs

For a description of each selectable parameter, see “Specifying Report

Parameters” on page 47.

If you select Yes in the Include Graphs parameter, data is presented using charts as well as the usual columns and rows, resulting in two different views of information.

■ Column and Row View

■ Chart View

Column and Row View

The first report page for each classification presents the data in typical column and row format. Each row of the report represents the activity over a half-hour time period.

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Columns are described in the following table:

Contact Reports

Column Description

Half Hour The half-hour increment for which report data is

calculated.

Number of Contacts—Offered The number of contacts that were either abandoned or

were handled by an agent, by an informational announcement, by deletion, by trunk, by a third party, or by new media (the caller left a voice message or a callback number in response to a prompt).

How is this calculated?

Handled By User + Handled By Info Announcement + Handled By New Media + Handled By Deletion + Handled By Trunk + Handled By Third Party + Abandoned

Number of Contacts—Handled The number of contacts that were handled by an agent,

by an informational announcement, by deletion, by trunk, by a third party, or by new media (the caller left a voice message or a callback number in response to a prompt).

How is this calculated?

Handled By User + Handled By Info Announcement + Handled By New Media + Handled By Deletion + Handled By Trunk + Handled By Third Party

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Column Description

Number of Contacts— Abandoned

Service Level % The percentage of contacts that were handled within the

The number of voice and Web contacts that were disconnected by the caller before reaching an agent.

Note 1: If the caller disconnects the call or session request before being placed in a queue and within the time threshold defined for short calls, the handle type of the contact segment is Short instead of Abandoned. The short call threshold is a system-wide threshold defined by the 3Com IPCC Administrator. Short calls are not included in this report.

Note 2: E-mail, callback, and voice message contacts cannot be abandoned and, consequently, are not included and do not have any affect on the data in this report.

How is this calculated?

Number of voice and Web contacts that were disconnected by the caller before reaching an agent.

defined service level objective.

Your 3Com IP Contact Center administrator defines service level objectives for each media type in your contact center. After service level objectives are defined, they can be assigned to different classifications in your contact center.

How is this calculated?

Handled within service / Number of offered contacts.

Chart View

Each chart is displayed on a separate page following the column and row view for each specified classification.

The chart page shows one chart: Service Level Percent By Half Hour. The chart illustrates the service level percentage for all contacts routed to the specified classification during the report time interval.

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Contact Reports

Classification State Snapshot

The Classification State Snapshot report provides summary information about the status and history of contact segments in each classification. Data is for the time interval displayed in the Date Range header at the top of the report.

Each row in the report represents a node, classification, contact media type, and level of assistance. A legend explains the abbreviation used in the Media Type and LOA columns at the end of the report.

Selectable parameters:

■ Predefined Date Range

■ Custom Date Range

■ Time Zone

■ Node

■ Classification

■ Media Type

■ Level of Assistance

■ Subtotals

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For a description of each selectable parameter, see “Specifying Report

Parameters” on page 47.

Columns are described in the following table.

Column Description

Node The name of the node for which the data is being

Classification The classification for which contact data is being

Media Type The media type of the contacts: V (Voice), W (Web), E

LOA (Level of Assistance) The priority associated with the workflow: I

Number of Contacts Already in System — In Queue

Number of Contacts Already in System — In Claim

Number of Contacts Already in System — In Pending

reported.

(E-Mail), M (Voice message), or C (Callback).

For information about media types, see “Media Types”

on page 15.

(Immediate) or D (Deferred). Levels of assistance determine the immediacy with which the 3Com IP Contact Center processes contacts.

For information about levels of assistance, see “Levels

of Assistance” on page 16.

The number of immediate-assistance contacts waiting to be handled by a resource at the beginning of the report time interval.

The number of deferred-assistance contacts that had already been claimed by an agent at the beginning of the report time interval.

A claimed contact is a contact that has been moved to an agent’s Inbox folder, but has not yet been handled.

The number of deferred-assistance contacts that had already been in an agent’s Pending folder at the beginning of the report time interval.

A pending contact is a contact that has been moved to an agent’s Pending folder, but has not yet been handled.

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Column Description

Contact Reports

Number of Contacts Already in System — In Progress

Number of Contacts Already in System — Total

Number of Contacts Remaining in System — In Queue

Number of Contacts Remaining in System — In Claim

Number of Contacts Remaining in System — In Pending

Number of Contacts Remaining in System — In Progress

Number of Contacts Remaining in System — Total

The number of immediate-assistance contacts that were in the process of being handled at the beginning of the report time interval.

The number of contacts that were already in queue, claimed, pending, or in progress at the beginning of the report time interval.

The number of immediate-assistance contacts that remained in queue at the end of the report time interval.

The number of deferred-assistance contacts that remained in agents’ Inbox folders at the end of the report time interval.

The number of deferred-assistance contacts that remained in agents’ Pending folders at the end of the report time interval.

The number of immediate-assistance contacts that remained in the In Progress state at the end of the report time interval.

A contact that is in progress is an immediate-assistance contact that is in the process of being handled.

The total number of contacts that remain in queue, claim, pending, or in progress at the end of the report time interval.

Classification Summary – Duration

This report provides summary information about completed contact segments in each classification and is based on contact detail record (CDR) data. There is one CDR per contact segment. Every time a contact is escalated, handled, transferred, demoted, or redistributed, a new CDR is created.

Each row in the report represents a node, classification, contact media type, and level of assistance (LOA). Data is collected for the time interval displayed in the Date Range header at the top of the report. A legend explains the abbreviations used in the Media Type and LOA columns at the end of the report.

Selectable parameters:

■ Predefined Date Range

■ Custom Date Range

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■ Time Zone

■ Routed Contact Type

■ Handle Derivation

■ Node Type

■ Node

■ Classification

■ Media Type

■ Level of Assistance

■ Subtotals

For a description of each selectable parameter, see “Specifying Report

Parameters” on page 47.

Columns are described in the following table.

Column Description

Node The name of the node for which the data is being

reported.

Classification The name of the classification for which contact data is

being reported.

Media Type The media type of the contacts: V (Voice), W (Web), E

(E-Mail), M (Voice message), or C (Callback).

For information about media types, see “Media Types”

on page 15.

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Contact Reports

Column Description

Level of Assistance (LOA) The priority associated with the workflow: I

(Immediate) or D (Deferred). Levels of assistance determine the immediacy with which the 3Com IP Contact Center processes contacts.

All Completed Segments — Num The total number of completed handled, abandoned,

redistributed, and escalated contact segments during the report time interval.

Note 1: The system uses the handle types that you select in the Handle Type parameter to calculate the handled portion of the value in this column.

Note 2: This value excludes distributed segments.

All Completed Segments — Max Wait

All Completed Segments — Avg Wait

All Completed Segments — Svc Lvl

The longest wait time for all contact segments that were completed within the report time interval.

How is this calculated?

Voice and Web contacts: (Queue time)

E-mail, Callback, and Voice Message contacts: (Prequeue time + Queue time + Claim time + Pending time)

The average wait time for the contact segments that were completed within the report time interval.

How is this calculated?

Voice and Web contacts: (Queue time) / Number of contacts completed

E-mail, Callback, and Voice Message contacts: (Prequeue time + Queue time + Claim time + Pending time) / Number of contacts completed

The percentage of contact segments that were completed within a defined service level objective during the report time interval.

Service levels represents the percentage of immediate-assistance contacts or a particular media type that should be handled within a specified time threshold.

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Column Description

Handled — Num The number of contacts that were handled, which can

Handled — Avg Wait The average wait time for the contact segments that

Handled — Avg Hand The average amount of time it took for a contact to be

include the contacts that were handled by user, informational announcement, new media, deletion, trunk, and third party.

How is this calculated?

Number of handled contacts of the specified handle type.

The system uses the handle types that you select in the Handle Type parameter to calculate the value in this column.

For example, if you specify the Handled By User and Handled by Info Announcement options in the Handle Type parameter, the system uses the following data to calculate the value in this column: Handled By User + Handled By Info Announcement.

were handled within the report time interval.

How is this calculated?

Voice and Web contacts: (Queue time) / Number of contacts handled

E-mail, Callback, and Voice Message contacts: (Prequeue time + Queue time + Claim time + Pending time) / Number of contacts handled

Note: The system uses the handle types that you select in the Handle Type parameter to calculate the value in this column.

handled.

How is this calculated?

Handle time (Talk time + Hold time) / Number of contacts handled

Note: The system uses the handle types that you select in the Handle Type parameter to calculate the value in this column.

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Specifications and Main Features

Frequently Asked Questions

User Manual

Contents

PREFACE

Who Should Read This Guide

How This Guide is Organized

Related Publications

Books (PDF format)

Quick Reference Guides (PDF format)

About Reporting Data

Media Types

Levels of Assistance

Contact Types

Handle Types

Supervisors, Teams, and Agents

Getting Help

Displaying Online Help

Displaying a Help Topic for 3Com IPCC Reporter

Displaying Online Help for 3Com IPCC Real-Time Status Viewer

Using the Controls in the Help Window

Topic-Only View

Frameset View

Finding a Help Topic

Resizing the Help Navigation Frame

Printing a Help Topic

Troubleshooting Online Help Access Problems

3Com IPCC Reporter Access Requirements

Logging On to 3Com IPCC Reporter

Working in Your 3Com IPCC Reporter Environment

Understanding 3Com IPCC Reporter Components

Setting Your Preferences

General Preferences

Crystal Report Preferences

Organizing Your Folders and Categories

Accessing Your Folders or Inbox

Accessing Categories

Navigating through Folders or Categories

Creating Folders or Categories

Working with Reports

Selecting the Report Type

Sorting Reports

Searching for Reports

Viewing the Last Five Reports

Navigating Through Folders

Generating New Reports

Viewing Reports on Demand

Specifying Report Parameters

Working with Reports in the ActiveX Viewer

Scheduling Reports

Schedule Options

Parameters Options

Destination Options

Format Options

Accessing Completed Reports

Closing Reports

Administration Reports

Audio Source List

Class of Service List

Classification List

Escalation Timeout List

Idle Reason List

Node List

Role List

Routed Contact Target Address List

Service Level List

Supervisor List

Trunk Group List

User List

User Skill List

Workflow Association List

Workflow List

Wrap-Up Code List

Contact Reports

Classification Abandoned Summary Intraday

Column and Row View

Chart View

Classification Contact Summary Intraday

Column and Row View