Avaya BCM 2.0 Call Center Reporting User Manual

Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide

1-800-4 NORTEL www.nortelnetworks.com

Table of contents

How to use this guide........................................................................5

Introduction............................................................................................................. 5

How this guide is organized................................................................................... 5

Other documents.................................................................................................... 6

System Overview ...............................................................................7

Introduction............................................................................................................. 7

System software..................................................................................................... 7

PC requirements .................................................................................................... 8

Installing Enterprise Edge 2.0 Call Center Reporting.....................9

Introduction............................................................................................................. 9

Installation prerequisites ........................................................................................ 9

Installing Enterprise Edge 2.0 Call Center Reporting Master Client software ....... 9

TCP/IP Protocol .............................................................................................. 10

Checking whether The Windows Networking Component Is Installed ........... 10

Installing Enterprise Edge 2.0 Call Center Reporting Master Client............... 10

Master Client PC File Sharing......................................................................... 11

Installing Enterprise Edge 2.0 Call Center Reporting software onto

additional PCs................................................................................................. 13

Installing Enterprise Edge 2.0 Call Center Reporting Multiple Client ............. 13

Troubleshooting Enterprise Edge 2.0 Call Center Reporting............................... 14

Folders created on the Call Center Reporting Multiple Client PCs...................... 16

Using Enterprise Edge 2.0 Call Center Reporting.........................17

Starting Enterprise Edge 2.0 Call Center Reporting............................................ 17

Entering Enterprise Edge 2.0 Call Center Reporting (Log In) ........................ 17

Exiting Enterprise Edge 2.0 Call Center Reporting Master Client (Log Out).. 18

Closing the RDB Server (on the Master Client PC)........................................ 18

Call Center Reporting Main Window.................................................................... 19

Level................................................................................................................ 19

View................................................................................................................. 20

System (System Manager level only) ............................................................. 20

Management-Info............................................................................................ 20

Window ........................................................................................................... 20

Help................................................................................................................. 20

Configuring Enterprise Edge 2.0 Call Center Reporting...............21

Introduction........................................................................................................... 21

Configure window tabs......................................................................................... 22

Company......................................................................................................... 22

Lines................................................................................................................ 22

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Table of Contents

Agents............................................................................................................. 23

Queues............................................................................................................ 23

Stat Time Bin................................................................................................... 24

Wallboard........................................................................................................ 24

Password ........................................................................................................ 24

Serial Port ....................................................................................................... 25

Wallboards ........................................................................................27

Introduction........................................................................................................... 27

Wallboard installation........................................................................................... 27

Wallboard configuration ....................................................................................... 27

Wallboard Settings.......................................................................................... 28

Wallboard Parameters ......................................................................................... 29

Wallboard Messages, Alarms and Schedules ..................................................... 30

Wallboard Messages ...................................................................................... 30

Wallboard Alarms............................................................................................ 32

Wallboard Schedules...................................................................................... 33

Statistical Settings...........................................................................35

Introduction........................................................................................................... 35

Statistical Set Up.................................................................................................. 35

Real Time tab.................................................................................................. 36

Traffic Analysis tab.......................................................................................... 36

Peak tab.......................................................................................................... 36

Average tab..................................................................................................... 36

Real Time Information......................................................................37

Introduction........................................................................................................... 37

Real Time screens ............................................................................................... 37

System level.................................................................................................... 37

Queue level..................................................................................................... 40

Management Reports.......................................................................42

Introduction........................................................................................................... 42

Accessing Current Reports .................................................................................. 42

Accessing Historical Reports ............................................................................... 43

Report Manager window ...................................................................................... 44

File................................................................................................................... 44

View................................................................................................................. 44

Report ............................................................................................................. 44

Window ........................................................................................................... 45

Help................................................................................................................. 45

Viewing Reports................................................................................................... 45

Report Types........................................................................................................ 46

Answered Call................................................................................................. 46

Abandoned Call Report................................................................................... 47

Incoming Call Report....................................................................................... 47

Agent Activity Report....................................................................................... 49

Average Time Report...................................................................................... 50

System Capacity Report ................................................................................. 51

Call Profile Report........................................................................................... 53

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Table of Contents

Agent Profile Report........................................................................................ 54

Summary Report............................................................................................. 55

Printing reports.....................................................................................................55

Abandoned Caller ID Report................................................................................ 56

Configuration Report............................................................................................ 58

Print Schedule...................................................................................................... 59

Index..................................................................................................61

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How to use this guide

Introduction

This guide is designed to assist a System Manager in the installation, set up and operation of Enterprise Edge 2.0 Call Center Reporting. Use this guide as an ongoing reference.

This chapter tells you what to expect as you read this guide and how information in this guide is presented.

How this guide is organized

The Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide is organized according to the following chapters:

How to use this guide System Overview

Reporting, provides a package checklist and explains the software involved.

Installing Enterprise Edge 2.0 Call Center Reporting

prerequisites and how to install the Enterprise Edge 2.0 Call Center Reporting Master Client and the Enterprise Edge 2.0 Call Center Reporting Multiple Client software from the Enterprise Edge

2.0. This chapter also provides diagnostic and recovery procedures for problems that might occur while setting up and operating Enterprise Edge 2.0 Call Center Reporting.

Using Enterprise Edge 2.0 Call Center Reporting

Edge 2.0 Call Center Reporting, including Logging In and Out, and the use of the RDB Server. This chapter also explains the menu options that appear on the PC screen.

Configuring Enterprise Edge 2.0 Call Center Reporting

company details, how to view and change line and agent information, how to name the queues. and how to assign Passwords for the Queues. This chapter also explains how to set the statistical time bins (for use in the management reports) and how to change your password.

Wallboards

Wallboard displays. This chapter also explains the use of Wallboard messages, Wallboard alarms and Wallboard schedules.

— describes how to configure Enterprise Edge 2.0 Call Center Reporting to drive

— provides a brief overview identifying the organization of this guide.

— describes the overall functionality of Enterprise Edge 2.0 Call Center

— describes installation

— describes starting to use Enterprise

— describes how to enter

Statistical Settings

suit your requirements.

Real Time Information

information provided by Enterprise Edge 2.0 Call Center Reporting.

P0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide

— explains how to tailor the analysis of the management information to

— describes how to access and view the Real Time management

System overview

Management Reports —

describes how to access and view the Current and Historic

management information collected by Enterprise Edge 2.0 Call Center Reporting.

Index —

provides an alphabetical list of information topics contained in this guide and the page

number of where the information is located.

Other documents

For more information about Enterprise Edge 2.0 Call Center, refer to the following documents:

x Enterprise Edge 2.0 Call Center Set Up and Operation Guide x Enterprise Edge 2.0 Voice Software Keycode Installation Guide

Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02

System overview

System Overview

Introduction

Enterprise Edge 2.0 Call Center Reporting is a Windows® software application that provides Real Time statistics and comprehensive management information on the day-to-day performance of your Enterprise Edge 2.0 Call Center system. Enterprise Edge 2.0 Call Center Reporting helps you manage the peaks and troughs in call traffic. The following Real Time information is available:

Call waiting times

Queue length

Agent status

Enterprise Edge 2.0 Call Center Reporting:

Provides a comprehensive range of management reports that has information critical

for accurate business planning

Has the ability to support multiple Wallboards which can be individually configured

to display the information that the agents require

System software

The software that sends data to Enterprise Edge 2.0 Call Center Reporting is integral to Enterprise Edge 2.0 Call Center and the Enterprise Edge 2.0. The Enterprise Edge 2.0 Call Center Reporting software has two separate components: the user interface (known as the Graphical User Interface or GUI) and the RDB Server.

The user interface is used to configure Enterprise Edge 2.0 Call Center Reporting and to view the management information.

One PC on your network must be running the Enterprise Edge 2.0 Call Center Reporting Master Client software (known as the Master Client). This is the PC which communicates with the Enterprise Edge 2.0 Call Center application. The Master Client PC gathers information (called event data) from the Enterprise Edge 2.0 and stores it on the hard disk. It is this stored information which provides the data for the reports.

The RDB Server is the program used to gather and store the event data sent from the Enterprise Edge 2.0. The RDB Server must be running whenever statistical data needs to be collected.

this reason, it is recommended that the RDB Server is operational at all times. There can be only one PC on your network running the Master Client software

so that other users may view the Enterprise Edge 2.0 Call Center Reporting Real Time screens

. However,

For

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System overview

and access the reports, other PCs on your network may be loaded with the Enterprise Edge 2.0 Call Center Reporting Multiple Client software (known as Multiple Clients).

Multiple Client PCs communicate with the Master PC, they do not communicate with the Enterprise Edge 2.0 directly. For Multiple Clients to operate, the RDB Server must be running on the Master Client PC.

operational at all times.

Both Master Client and Multiple Client PCs may be used to change the configuration of the Call Center Reporting software, to view and print reports and to display the Real Time screens.

For this reason, it is recommended that the RDB Server is

INSTALL BOTH SETS OF CLIENT SOFTWARE ON A SINGLE

MUST

BE RUNNING THE MULTIPLE CLIENT

DO NOT

PC. ONE PC ON YOUR NETWORK SHOULD BE NOMINATED AS THE MASTER CLIENT PC. ANY OTHER PC WHICH WILL RUN THE CLIENT SOFTWARE SOFTWARE. NO PC MAY BE USED TO RUN TWO SETS OF SOFTWARE, AND THE MASTER CLIENT SOFTWARE MUST ONLY BE RUNNING ONA SINGLE PC ON YOUR NETWORK.

PC requirements

The minimum requirements of the PC required to run Enterprise Edge 2.0 Call Center Reporting software (either as a Master Client or Multiple Client) depends upon whether or not the PC is dedicated to running Enterprise Edge 2.0 Call Center Reporting, or if it shares its resources with other applications.

See below for the minimum requirements for your circumstances.

Minimum PC specifications:

IBM™ Compatible PC Microprocessor speed - 120MHz (dedicated PC), 166MHz (shared PC) RAM - 16Mb (dedicated PC), 32Mb (shared PC) Hard disk drive space for application - 10Mb Hard disk drive space for data (per year) - 15Mb One free serial port, if Wallboards are used Windows 95TM rev B (or later version) operating system Network Interface Card TCP/IP protocol SVGA display

Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02

Installing Enterprise Edge 2.0 Call Ce nter Reporting

Introduction

This chapter describes installation prerequisites, how to install the Enterprise Edge 2.0 Call Center Reporting Master and Multiple Client software, troubleshooting tips and the folders created on the Enterprise Edge 2.0 Master and Multiple Client PCs.

Installation prerequisites

Before you install Enterprise Edge 2.0 Call Center Reporting Master Client software, you must:

1. Be familiar with Enterprise Edge 2.0 Call Center and the WindowsTM operating system.

2. Ensure that the Enterprise Edge 2.0 Call Center is installed and configured.

3. Ensure that the Enterprise Edge 2.0 is connected to and is operational on the Network to which the Enterprise Edge 2.0 Call Center Reporting Master Client PC is connected.

Now you are ready to install the Enterprise Edge 2.0 Call Center Reporting Master Client software from the Enterprise Edge 2.0.

Installing Enterprise Edge 2.0 Call Center Reporting Master Client software

Enterprise Edge 2.0 Call Center Reporting Master Client software automatically creates a folder called \Program Files\Nortel Networks\Call Center Reporting on the C: drive of the Master Client PC. This folder contains the application files used by Enterprise Edge 2.0 Call Center Reporting Master Client. It also contains the Call Center Reporting configuration database.

Another folder is created on the hard disk drive of the Master Client PC. The second folder is called \Program Files\Nortel Networks\Call Center Reporting\Stats, and contains the stored statistical data. This folder is not created on the Multiple Client PCs.

Do not rename, move or delete these folders.

Note: Before Enterprise Edge 2.0 Call Center Reporting will operate correctly, you must

enable the Enterprise Edge 2.0 Call Center Reporting Software Keycode. For Software Keycode information, refer to the Enterprise Edge 2.0 Software Keycode Installation Guide.

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Installing Enterprise Edge 2.0 Call Center Reporting

TCP/IP Protocol

Enterprise Edge 2.0 and Enterprise Edge 2.0 Call Center Reporting use the industry standard TCP/IP protocol for communication between the Enterprise Edge 2.0 Call Center and the Enterprise Edge 2.0 Call Center Reporting Master Client PC, and also for communication between the Master Client PC and the Multiple Client PC(s). This means the Windows Network component is required for all Enterprise Edge 2.0 Call Center Reporting Client PCs, both for the Master Client and for the Multiple Clients.

The Enterprise Edge 2.0 Call Center Reporting installation process does not install the Windows Network component. For instructions on installing the Windows Networking component, refer to your network or Windows documentation.

Checking whether The Windows Networking Component Is Installed

To check that the Windows Network component is set up properly in order to operate as a Enterprise Edge 2.0 Call Center Reporting Master or Multiple Client PC, the following steps must be performed:

Note:

If your company has a network administrator, check with your administrator before changing any network configuration parameters.

1. Start the Windows system on the PC that will have the Enterprise Edge 2.0 Call Center Reporting Client application installed.

2. On the Windows taskbar, click

Control Panel

3. Double click on the

Configuration

window appears.

Network

icon . The

tab displayed.

Start

, point to

Settings

Network

and then click

Control Panel

window appears with the

. The

4. Check that TCP/IP appears on the list of installed network components. If TCP/IP is not on the list, click

to install this protocol using the Windows installation instructions, or refer

Add

to your network administrator.

Installing Enterprise Edge 2.0 Call Center Reporting Master Client

1. Exit any Windows programs that are running.

2. On the taskbar, click the

button, point to

Start

and then click

Find

Computer

3. The

Find: Computer

4. In the

Named

list box, type the name of the Enterprise Edge 2.0, or select the Enterprise

dialog box appears.

Edge 2.0 from the list. If you do not know the name, ask your System Administrator.

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Installing Enterprise Edge 2.0 Call Center Reporting

5. Click the

6. The

Find Now

Enterprise Edge

7. Double-click the

8. Double-click the

9. Double-click the

10. Double-click the

11. Double-click the

12. Double-click on the

13. The

Nortel Networks Connects

button.

icon appears in the list.

Enterprise Edge

Program Files

Nortel Networks

Public

folder.

icon.

folder.

Enterprise Edge Call Center Reporting Master

Setup.exe

file, and then click OK.

Splash Screen and the Enterprise Edge Call Center

Reporting Welcome screens appear.

14. The

15. Click

Choose Destination Location

to accept the default location. To change the directory location, click

window appears.

choose another directory location and then click

folder.

Browse

As installation proceeds, a number of status dialog boxes appear, indicating the progress of the installation. The

Setup Complete

window appears.

In order for Multiple Client PCs to have access to the Master Client PC, the network must be set up correctly and the Multiple Client PCs must be able to see and access the

Reporting

and

directories on the Master Client PC. There are certain settings on the

Stats

Call Center

Master Client PC that need to be correctly set.

Master Client PC File Sharing

To set up the Master Client PC to allow file sharing:

1. Click on the and highlight

2. Click on the button marked

button and then click

Start

Settings

Client for Microsoft Networks

File and Print Sharing

. Select

Control Panel

and then

Network

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Installing Enterprise Edge 2.0 Call Center Reporting

3. Click the option for File Sharing:

“I want to be able to give others access to my files.”

4. Click on the OK button, the computer will prompt you to restart your PC.

5. After the restart open the C: Drive of the Master PC, using Windows Explorer.

6. Right click on the folder marked One of the drop down options is

Program Files\Nortel Networks\Call Center Reporting

Sharing

. Click on this and you are shown the following:

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Installing Enterprise Edge 2.0 Call Center Reporting

7. Click

Shared As

. Make sure that the name displayed is Call Center with a single space

between the word Call and the word Center and that there are no extra spaces after the word Center.

8. Under Access Type click

9. Repeat steps 6 to 8 for the second folder called

Center Reporting\Stats

Note:

Windows NT Workstation users only need to follow steps 5 to 9 above,

. Leave the Password box blank.

Full

Program Files\Nortel Networks\Call

remembering to set the type of access required in step 8 by clicking on the

Permission

button. Set Permissions to Full.

Installing Enterprise Edge 2.0 Call Center Reporting software onto additional PCs

The Enterprise Edge 2.0 Call Center Reporting Multiple Client software can be loaded onto additional PCs so that multiple Supervisors/Managers can access the information stored on the Master Client PC.

This is known as having Multiple Clients. (Also, see the sections above titled TCP/IP Protocol, and Master Client PC File Sharing.)

Installing Enterprise Edge 2.0 Call Center Reporting Multiple Client

1. Exit any Windows programs that are running.

2. On the taskbar, click the

3. The

Find: Computer

4. In the

Named

list box, type the name of the Enterprise Edge 2.0, or select the Enterprise

dialog box appears.

button, point to

Start

and then click

Find

Computer

Edge 2.0 from the list. If you do not know the name, ask your System Administrator.

5. Click the

6. The

Find Now

Enterprise Edge

7. Double-click the

8. Double-click the

9. Double-click the

button.

icon appears in the list.

Enterprise Edge Program Files

folder.

Nortel Networks

icon.

folder.

10. Double-click the

P0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide

Public

folder.

Installing Enterprise Edge 2.0 Call Center Reporting

11. Double-click the have clicked on the

Enterprise Edge Call Center Reporting Client

Enterprise Edge Call Center Reporting Master

folder. There can only be one PC on your

folder. Make sure you

folder and

NOT

the

network Configured as a Master Client.

12. Double-click on the

13. The

Nortel Networks Connects

Setup.exe

file, and then click OK.

Splash Screen and the Enterprise Edge Call Center

Reporting Welcome screens appear.

14. The

15. Click

Choose Destination Location

to accept the default location. To change the directory location, click

choose another directory location and then click

window appears.

Browse

16. As installation proceeds, a number of status dialog boxes appear, indicating the progress of the installation. The

You will be asked for the Network Name of the Master Client PC during the installation

Note:

Setup Complete

of the Multiple Client software. Client PC –

do not

enter the IP Address of the Master Client PC. You must enter the

window appears.

YOU MUST

enter the Network Name of the Master

Network Name of the Master Client PC for the Multiple Client software to operate correctly.

Troubleshooting Enterprise Edge 2.0 Call Center Reporting

If the Master Client (including the RDB Server) is closed down and then restarted, Enterprise Edge 2.0 Call Center Reporting will have no knowledge of any Agents who are still Logged In to Enterprise Edge 2.0 Call Center, nor will it have any knowledge of any Calls which are already in progress. In other words, all of the Enterprise Edge 2.0 Call Center Queues will be considered to be in the Out Mode.

The same situation will occur if the Enterprise Edge 2.0 is closed down and restarted, and Agents Log In to Enterprise Edge 2.0 Call Center before the Master Client software has been restarted.

The solution to both of these scenarios is that for either accidental or scheduled disconnection or power down of the Enterprise Edge 2.0, the Enterprise Edge 2.0 Call Center Reporting Master Client software must be closed down.

When Enterprise Edge 2.0 Call Center Reporting Master Client is restarted Agents should

Note:

be told to Log Out and then Log In.

The following procedures explain how to recover from data loss between Enterprise Edge 2.0 Call Center and the Master Client PC. For each situation, perform the steps in order.

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Installing Enterprise Edge 2.0 Call Center Reporting

Starting or Restarting Enterprise Edge 2.0 Call Center and Enterprise Edge 2.0 Call Center Reporting Master Client

When starting the system for the first time, or intentionally restarting the system after a controlled power down:

1. Start the Enterprise Edge 2.0.

2. Start the Enterprise Edge 2.0 Call Center Reporting Master Client.

Do not allow agents to log in until all steps are completed.

Note:

To recover from an unintentional close-down of the RDB Server:

1. Shut down Enterprise Edge 2.0 Call Center Reporting Master Client.

2. Ensure that Enterprise Edge 2.0 Call Center is still running.

3. Restart Enterprise Edge 2.0 Call Center Reporting Master Client.

4. If agents are currently logged into the system, they must log out, and then log back in.

Do not allow agents to log in until all steps are completed.

Note:

Starting or Restarting Enterprise Edge 2.0 Call Center and Enterprise Edge 2.0 Call Center Reporting Multiple Client

If a you have Logged In to Enterprise Edge 2.0 Call Center Reporting on a Multiple Client PC and the Enterprise Edge 2.0 has been restarted, you will have to Log Out and Exit from the Enterprise Edge 2.0 Call Center Reporting, and re-start Enterprise Edge 2.0 Call Center Reporting once the Enterprise Edge 2.0 has been re-started.

If you had selected the Access to Configuration option before the Master Client PC was re-set, you might see the following dialog box when you try to Log In again with the Access to Configuration option selected.

Enterprise Edge Call Center Reporting Access to Configuration Denied dialog box

Check that no other users have Logged In with the Access to Configuration option selected.

If there are no other users Logged In with the Access to Configuration option selected the restriction placed on the Access to Configuration option will time-out after 15 minutes. Wait for 15 minutes and then re-try.

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Installing Enterprise Edge 2.0 Call Center Reporting

Folders created on the Call Center Reporting Multiple Client PCs

Unless you choose to select a different installation destination during the installation of the Enterprise Edge 2.0 Call Center Reporting Master and Multiple Client software, a folder will be automatically created on the C: drive of the PC called

Center Reporting

. This folder will contain the application files used by Enterprise Edge 2.0 Call

Center Reporting.

If you do choose an alternative destination during the installation process, your folder will have the name you selected.

Do not rename, move or delete this folder.

: There is no directory called

Note

Reporting\Stats

on the PCs used to run Enterprise Edge 2.0 Call Center

\Program Files\Nortel Networks\Call Center

Reporting Multiple Clients. These PCs refer to the data in the

Files\Nortel Networks\Call Center Reporting\Stats

Client PC in order to display statistical information.

\Program Files\Nortel Networks\Call

\Program

directory on the Master

Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02

Using Enterprise Edge 2.0 Call Center Reporting

Starting Enterprise Edge 2.0 Call Center Reporti ng

1. To start the Enterprise Edge 2.0 Call Center Reporting Master Client, double-click on the Call Center Reporting icon on the desktop of the Master Client PC

Note: At the same time, the RDB Server will automatically open and start to collect

data from Enterprise Edge 2.0 Call Center. When the RDB Server is operational an icon in the form of a bar graph will be shown on the Windows taskbar on the Master Client PC Desktop.

RDB Server taskbar icon

2. To start an Enterprise Edge 2.0 Call Center Reporting Multiple Client, double-click on the Call Center Reporting Client icon on the desktop of the Multiple Client PC.

Remember, for the Multiple Client(s) to operate correctly, the Master Client must already be running.

Entering Enterprise Edge 2.0 Call Center Reporting (Log In)

Before you can access the configuration or management information you have to Log In to the system. For security, this process requires a User ID and a Password.

1. From the menu bar select Level and then click Log-In…, or

2. Click the Log In icon on the toolbar.

3. You must now enter a User ID number and Password. The ID number entered indicates which Queues you wish to view or administer. To be able to access all of the Queues you must enter the System Manager User ID and Password. The User ID for the System Manager is 900. To restrict your activities to only one Queue enter a Queue level (also called Supervisor level) User ID and Password. The Supervisor User Ids are 901 for Queue One, 902 for Queue Two and so on, up to 916 for Queue Sixteen.

Note: The User IDs are pre-set at 900, 901, 902 … 916. and cannot be altered. The

Passwords also default to 900, 901, 902 … 916, but the Passwords may be changed in the configuration.

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Using Enterprise Edge 2.0 Call Center Reporting

With the default User IDs and Passwords, you would enter User ID 900, Password 900 to gain access to the system as the System Manager; you would enter User ID 901, Password 901 to gain access as the Supervisor of Queue One and you would enter User ID 914, Password 914 to gain access as the Supervisor of Queue Fourteen.

4. If you wish to make changes to the Configuration, click the

Access to Configuration

box. This will enable you to change the Configuration settings for the Call Center Reporting software. If you are Logging In as the System Manager (900) you will be able to change all of the Configuration settings. If you are Logging In at Queue Level (901 … 916), you will only be able to change some settings directly related to that particular Queue.

Enterprise Edge Call Center Reporting Log-In dialog box

5. Click OK.

Note

: With the

Access to Configuration

option enabled Enterprise Edge 2.0 Call Center Reporting monitors the PC for user activity on the keyboard or the mouse. As a security precaution, after a period of 15 minutes with no activity the user is automatically logged out.

Exiting Enterprise Edge 2.0 Call Center Reporting Master Client (Log Out)

To Log Out and leave the user interface screen open:

1. Select

and then click

Level

Log-Out

To Log Out and close the user interface:

1. Select

Level

and click

Log-Out & Exit…

2. You will be prompted for the System Manager User ID and Password. If you do not

enter these correctly the Master Client software will not close down.

: The RDB Server will remain operational even though the user interface is

Note

now closed.

Closing the RDB Server (on the Master Client PC)

1. Double click the

Report Database Server

RDB Server

icon on the Windows taskbar. This will open the

window.

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Using Enterprise Edge 2.0 Call Center Reporting

2. Click

Exit

3. You will be prompted for the System Manager User ID and Password. If you do not

enter these correctly the RDB Server will not close down.

: It is recommended that the RDB Server is always operational so that

Note

statistical data from the Enterprise Edge 2.0 Call Center is continuously collected.

Call Center Reporting Main Window

The Main window opens after Log In. The features of Enterprise Edge 2.0 Call Center Reporting are accessed from this window.

The menu options which are available depend on the whether you Logged In to the System Manager level (900) or to a Queue level (901 … 916). Also, whether the System Manager selected the

Access to Configuration

The level you have Logged In to is displayed in the title bar of the Main window. This reads System Manager if you have signed in as the System Manager. If you have Logged In at Queue level, the name of the Queue is shown. (If the Queue has not been given a name in the Configuration settings, then the word Queue and the Queue number will be shown, for example, Queue 8).

option will affect the options which are available.

If you have Logged In as System Manager, and then used the

Sign-Through…

option to sign through to a Queue, for example Queue 1, and Queue1 has been named Support, the title bar would read: Enterprise Edge Call Center Reporting – Manager – Support.

By looking at the title bar of the Main Window you will always be able to tell to which level you have Logged In to or signed through to.

The following menu options are available to select:

Level

Log-In… Sign Through… -

allows you to access configuration and management information.

(System Manager level only) allows you to Log In to each of the Queues without having to Log Out from System Manager level and then Log In again using the Queue level Id and Password.

Print Log-Out Log Out & Exit… -

allows you to print management reports.

allows you to exit without closing the user interface.

allows you to exit and close the user interface.

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Using Enterprise Edge 2.0 Call Center Reporting

View

Toolbar -

displays the Toolbar when selected. The toolbar consists of various shortcut icons. When the mouse pointer is positioned over an icon, a description of the icon function is displayed.

Status Bar -

displays the Status Bar when selected. The status bar appears at the base of the main window and offers a description of either a shortcut icon under the mouse pointer, or an option selected from the main menu.

System (System Manager level only)

Configure

- opens the main configuration window (if the

Access to Configuration

option was

checked during the Log In process).

Enterprise Edge Call Center Reporting Status

- opens a window that shows the Enterprise Edge 2.0 Call Center Reporting status and any diagnostic messages from the RDB Server. The Data Log can be started and stopped from this window, when advised to do so by your distributor.

Management-Info

Statistical Set up –

allows you to specify settings which affect the display or reporting of

information

Real Time

– displays the Real Time screens to allow you to monitor the activity within, and

performance of, your Call Center

Current Reports Historical Reports…

– display or print reports relating to the current hour or the current day

- display or print reports relating to information gathered and stored

before the current day

Abandoned Caller ID Report…

- display or print the Abandoned Caller ID report (Queue level

only (901 … 916)

Print Schedule… Configuration Report

- set up automatic print schedules to have reports – display or print the Configuration settings for your System (900) or

Queue (901 … 916)

Window

Selecting

Window

provides a drop down menu with options to change the appearance of the

windows or to close active windows.

Help

Help Topics About Enterprise Edge Call Center Reporting…

- opens the on-line help

- displays the software version number and

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Configuring Enterprise Edge 2.0 Call Center Reporting

Introduction

Enterprise Edge 2.0 Call Center Reporting gathers data on events that occur within your Enterprise Edge 2.0 Call Center system. For meaningful and accurate information to be collated, Enterprise Edge 2.0 Call Center Reporting must be suitably configured. For information about your Enterprise Edge 2.0 Call Center configuration (such as line numbers) refer to the Enterprise

Edge 2.0 Call Center Programming Record which is contained in the Enterprise Edge 2.0 Call Center Set Up and Operation Guide.

The configuration options can be accessed from the System Manager menu by selecting System and then Configure….

The Configure window consists of a set of named tabs which can be selected to input, view or change the configuration.

Configure window

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Configuring Enterprise Ed ge 2.0 Cal l Center R eport in g

Configure window tabs

Company

Use this tab to enter details of your company. Your

Company Name

will be included in any

printed reports.

Lines

Select this tab to add, change or delete the details of your Enterprise Edge 2.0 Call Center lines.

Note:

Enterprise Edge 2.0 Call Center Reporting only gathers data from the Enterprise Edge 2.0 Call Center system. The configuration does not affect the operation of the Enterprise Edge 2.0 Call Center system. Line details entered at this point are for reporting purposes only.

Adding a new line

1. Click the

2. Click

3. In the

4. In the

New

Line Name:

Ln No:

5. From the drop down list, select the

tab.

Lines

box, type the name of the new line.

box, enter the line number.

Queue

to which the line belongs.

6. Click OK.

Changing an existing line

1. From the

2. Click

3. In the

4. From the

Lines

Properties

Line Name:

Queue

5. Click OK.

Deleting a line

1. From the

2. Click

Lines

Remove

tab, click and highlight the line name to be edited.

, the

Line Properties

window will open.

box, change the line name as required.

drop down list, change the Queue as required.

tab, click and highlight the line name to be removed.

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Configuring Enterprise Ed ge 2.0 Cal l Center R eport in g

3. Click

when prompted. The line will now be removed from the Enterprise Edge

Yes

2.0 Call Center Reporting configuration.

Agents

Select this tab to add, change or delete the details of your agents.

Note:

In order that Enterprise Edge 2.0 Call Center Reporting truly reflects the activity or status of the Agents it is important that the Agent Name and Agent ID you enter here correctly reflect the programming of your Enterprise Edge

2.0 Call Center system.

Adding an agent

1. Click the

2. Click

3. In the

4. In the

New

Agent Name:

Agent ID:

Agents

, the

tab.

New Agent

window will open.

box enter the name of the agent.

box enter the Agent ID number.

5. Click OK.

Changing an agent

1. From the

2. Click

Properties

Agents

tab, click and highlight the agent to be edited.

. The

Agent Properties

window will open.

3. Edit the Agent name as required.

4. Click OK.

Deleting an agent

1. From the

2. Click

3. Click

Remove

Yes

Agents

when prompted. The agent details will now be removed from the

tab, click and highlight the agent to be removed.

Enterprise Edge 2.0 Call Center Reporting configuration.

Queues

Select this tab to give meaningful names to your Queues, and to change the default Passwords for access to the Queue Level (the Supervisor Password). If no entries are made, the queue names will default to Queue1, Queue2 and so on to Queue16, and the Passwords will default to 901, 902 … 916.

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Configuring Enterprise Ed ge 2.0 Cal l Center R eport in g

Naming the Queues

1. Click the

Queues

tab.

2. Click the Queue to be named.

3. Click

Properties

. The

Queue Properties

window will open.

4. Edit the name of the Queue.

5. Click OK.

Setting the Password for Logging In to the Queue in Call Center Reporting (Supervisor Password)

1. Click the

Queues

tab.

2. Click the Queue for which you wish to set the Password.

3. Click

Properties

. The

Queue Properties

window will open.

4. Click the Password tab.

5. Enter the new password in the

New Password

field. The Password must be a 3 digit

number between 100 and 999.

6. You must re-enter the Password in the

Confirm Password

field.

7. Click OK.

Stat Time Bin

Select this tab to configure the time thresholds used in the statistical analysis of Answered and Abandoned Calls. Enterprise Edge 2.0 Call Center Reporting will provide statistical reports on the percentage of incoming calls answered and abandoned within each of your chosen Stat Time Bins. Note that the Time Bins do not show the duration of the calls, they show (Answered report) the duration of queuing time before they were answered and (Abandoned Report) the amount of queuing time before they abandoned from the queue and gave up waiting.

Wallboard

Select this tab to configure Wallboard(s). Wallboard configuration is covered in detail in Chapter 6 of this guide.

Password

Allows the System Manager Log In password to be changed from the default value of 900. The password must be a three-digit number between 100 and 999.

Note:

If the password is changed from the default value and then forgotten, Enterprise Edge 2.0 Call Center Reporting must be un-installed and the

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Configuring Enterprise Ed ge 2.0 Cal l Center R eport in g

\Program Files\Nortel Networks\Call Center Reporting

directory deleted, and the Enterprise Edge 2.0 Call Center Reporting software re-installed to allow you to Log In. This would reset the password back to the default value of 900.

Serial Port

If an optional Wallboard is to be attached to the Master Client PC and driven by the Enterprise Edge 2.0 Call Center Reporting a serial port (COM Port) on the Master Client PC needs to be configured to allow Enterprise Edge 2.0 Call Center Reporting to feed information to the Wallboard.

Note:

If the serial port is changed at a later date, the change will not take effect until both the Enterprise Edge 2.0 Call Center Reporting and RDB Server are closed down and restarted.

Configuring the Serial Port

1. Click the

Serial Port

tab.

2. From the drop down menu select the COM port that the Wallboard will be connected

to.

3. Click OK.

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Wallboards

Introduction

With the addition of Enterprise Edge 2.0 Call Center Reporting your Enterprise Edge 2.0 Call Center system is further enhanced by the facility to tailor Wallboards to your requirements.

You may assign multiple Wallboards to display information relating to any of the Queues or totals for the whole Enterprise Edge 2.0 Call Center system. Enterprise Edge 2.0 Call Center Reporting will support a maximum of 16 Wallboards.

Different parameters can be displayed on each Wallboard. Wallboards can also be configured to display text messages and alarm conditions.

Wallboard installation

The Wallboard(s) must be physically installed and wired through to the Master Client PC serial port. Refer to installation documentation supplied with your Wallboard.

Note: The ID number you physically set on a new Wallboard must correspond to

the Wallboard ID number that you configure in Enterprise Edge 2.0 Call Center Reporting.

Wallboard configuration

To add a Wallboard or change the settings of an existing Wallboard:

1. From the System Manager Main window, click System.

2. From the drop down menu select Configure.

3. Click the Wallboard tab.

Note: The window displays each of the possible 16 Wallboards together with their

current settings. If a particular Wallboard is not assigned, it will be listed as Not Used.

4. Click and highlight the Wallboard number required.

5. Select Properties.

6. A window will open with the option of selecting two tabs: Settings or Parameters

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Wallboards

Wallboard Settings

The Wallboard Settings window

Settings

, you select the Queue or System to which the Wallboard is to be assigned, the type of Wallboard used, whether a Title will be displayed and whether a Summary and Buzzer will be required.

An explanation of each of the

Wallboard Assignment

Settings

is as follows:

From the drop down menu, select which option the Wallboard is to be assigned. The options are

System, Queue1, Queue2 … Queue16

Wallboard Type

Not Used

Enterprise Edge 2.0 Call Center Reporting supports Wallboards from both Spectrum and Shorekarn. From the drop down menu, select the make and model of Wallboard connected to Enterprise Edge 2.0 Call Center Reporting.

Wallboard Title

A Wallboard Title is a line of fixed text on the top line of two-line Wallboard. It is typically used to indicate the Queue (or System) to which a Wallboard has been assigned. A Title can be up to 16 characters long. This option is only available if a two-line type of Wallboard has been selected.

Wallboard Buzzer

The Wallboard Buzzer option ensures that whenever a Message, Alarm, Schedule or Summary is sent to the Wallboard, a buzzer will sound and prompt the agents to view the information being displayed.

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Wallboards

Wallboard Summary

The Wallboard Summary option will automatically display information on the performance of your call center. Information is displayed on the hour, for the previous hour and for the day so far.

The Parameters displayed during a summary are:

Abbreviation Description

IH Total number of Incoming call s fo r the Hour

ID Total number of Incoming call s fo r the Day OH Total number of Outgoing Calls for the Hour OD Total number of Outgoing Calls for the Day AH Total number of Abandoned Calls for the Hour AD Total number of Abandoned Calls for the Day

SH Grade of Service for the Hour SD Grade of Service for the Day

Wallboard Parameters

To select which parameters to display on a Wallboard, click the

Parameter

The Wallboard Parameter window

Depending upon the type of Wallboard connected to Enterprise Edge 2.0 Call Center Reporting, two, three, four or six Parameters may be displayed.

tab.

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Wallboards

The available Parameters are:

Abbreviation Description

ID Number of Incoming calls received in the current Day

IH Number of Incoming calls received in the current Hour AD Number of Abandoned calls in the current Day AH Number of Abandoned calls in the current Hour OD Number of Outgoing cal ls made in the current Day OH Number of Outgoing cal ls made in the current Hour

SH Grade of Service offered in the current Hour (%) SD Grade of Service offered in the current Day (%)

AO Number of Agents on Outgoing calls

AI Number of Agents o n Incoming calls AA Number of Agents Available to receive calls AB Number of Agents in the Busy state AL Number of Agents Logged in QL Current Queue Length / number of calls in the queue QT Current Queue Time for the longest waiting call (secs.)

To change the Parameters to be displayed, click the drop down menu arrows and highlight your new selection.

If the Wallboard Title option is selected the Parameters on the top line are replaced with the fixed text chosen for the title of the Wallboard. This is only applicable on a two-line Wallboard.

Once a Wallboard has been allocated to either a Queue or the System, and is configured with the required Parameters, the Wallboard will immediately begin to function and display the required information.

Wallboard Messages, Alarms and Schedules

Wallboard Messages

Text Messages can be sent to your agents via the Wallboards. Messages can contain words as well as numerical information (Parameter values), and can be up to 64 characters long. When Messages are displayed they scroll from right to left until the entire Message has passed over the Wallboard at least three times. An audible Buzzer accompanies Wallboard Messages if this option is configured in the Wallboard Settings tab.

The maximum number of Messages that can be created is 32. The Messages are stored in a library, accessible from either the System or Queue level. They can be manually sent to the Wallboard(s), scheduled to be sent on a particular day and time, (Wallboard Schedule), or used in conjunction with any alarm status (Wallboard Alarm).

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Creating a Wallboard Message

Wallboards

1. From the System Manager Main window, click

2. Select

System

or the

Queue

to which the Wallboard is assigned and the Message is to

Management-Info

be delivered.

3. From the drop down menu select

Wallboard

. The

Message

tab shows any Messages

that have been previously created.

4. Click

New.

5. Type in the text of your Message (up to the maximum of 64 characters) in the space

provided.

6. Click OK to save the Message.

: The Real Time numerical value of any of the Parameters can be incorporated

Note

into a Message by inserting the two-letter abbreviation for the Parameter into the Message text. The Parameter must be in capitals and in brackets, e.g. (QL).

Example: “There are (AB) agents busy”

If there are five agents busy, the following Message will be displayed:

: It is better to put spaces in at the end of the Message so that the last word is

Note

separated from the first word when the Message repeats.

Editing a Wallboard Message

1. From the

2. Click

Message

Properties

3. Click OK to save the changes.

Deleting a Wallboard Message

1. From the

2. Click

3. Click

Message

Remove

Yes

when prompted.

“There are 5 agents busy”

tab, click and highlight the Message to edit.

and edit the text as required.

tab, click and highlight the Message to delete.

P0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide

Wallboards

Sending Wallboard Messages

A Message can be sent manually to a Wallboard at any time.

1. From the

2. Click

Note:

Send

If the Message is sent from the System level, then after clicking dialog box will open with the option to send the Message to either the

Wallboard

3. Click

Message

to sent the Message.

tab, click and highlight the Message you want to send.

only, or to

All Wallboards

. Click the option required.

Send

, a

System

Wallboard Alarms

A Wallboard Alarm can be set up so that when a specific Parameter reaches a critical threshold either a Message is sent to the Wallboard or, if no Message is required, the alarmed Parameter on the Wallboard will flash. Wallboard Alarms can be used to alert your staff of a critical condition such as too many calls in the Queue or too many Agents in the busy state. An audible Buzzer accompanies Wallboard Alarms if this option is configured in the Wallboard Settings tab.

Creating a Wallboard Alarm

1. From the main menu, click

2. Select

System

or the

Queue

Management-Info

to which the Wallboard is assigned and the Alarm

applies.

3. From the drop down menu select

4. Click the

5. Click

New

Alarm

tab. This will show any Alarms that have been previously created.

Wallboard

6. From the drop down menu option titled

. The Wallboard window will open.

Parameter

, select the Parameter that you

want to use as the alarm trigger.

7. From the drop down menu option titled

Function

, choose whether the alarm is to be triggered when the Parameter value is less than or equal to (<=), equal to (=), or greater than or equal to (>=) the value entered in the

8. In the

Note

Threshold

: The system knows whether the number entered in the Threshold box relates

box, enter the numerical value that will be used to trigger the alarm.

Threshold

box.

to a number, time (in seconds) or a percentage, depending upon the chosen parameter.

Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02

Wallboards

9. From the drop down menu option titled

when the Alarm is triggered.

: If you select

Note

Wallboard when an alarm condition is triggered, the numerical value will flash.

10. Click OK to save the Alarm and close the window.

Editing a Wallboard Alarm

1. From the

2. Click

Alarm

Properties

3. Click OK to save the changes.

Deleting a Wallboard Alarm

1. From the

2. Click

Alarm

Remove.

, select the message to be displayed

No Message

Message

, then if the Parameter is being displayed on the

tab, click and highlight the Alarm to edit.

and edit the Alarm as required.

tab, click and highlight the Alarm to be deleted.

3. Click

when prompted.

Yes

Wallboard Schedules

A Wallboard Schedule is a time and day(s) when a Wallboard Message is automatically displayed on the Wallboard. Examples would be to schedule a Message to display as a weekly reminder of a fire alarm test, or to remind your agents to log-in at the start of the working day. An audible Buzzer accompanies Wallboard Schedules if this option is configured in the Wallboard Settings tab.

Creating a Wallboard Schedule

1. From the main menu, click

Management-Info

2. Select System or the Queue to which the Wallboard is assigned and the Schedule is to

apply.

3. From the drop down menu select

Wallboard

. The

Schedule

tab shows any Schedules

that have been previously created.

4. Click

5. From the drop down menu option titled

New.

select the day(s) you want to display a

Day,

Message.

6. From the drop down menu option titled

, enter the time of day you want the

Time

message to be sent, using 24-hour format.

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Wallboards

7. From the drop down menu option titled

send.

8. Click OK to save the Schedule.

Editing a Wallboard Schedule

1. From the

2. Click

Schedule

Properties

and edit Schedule as required.

3. Click OK to save the changes.

Deleting a Wallboard Schedule

1. From the

2. Click

3. Click

Schedule

Remove.

when prompted.

Yes

Message

, select the Message you want to

tab, click and highlight the Schedule to be edited.

tab, click and highlight the Schedule to be deleted.

Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02

Statistical Settings

Introduction

The presentation of information in the Real Time screens, and the analysis of data collected by Enterprise Edge 2.0 Call Center Reporting for the management reports, can be tailored to suit your requirements.

Statistical Set Up

1. From the main menu, click Management-Info.

2. Select Statistical Set Up.

The Statistical Set Up window (Queue level)

Note: The Call Waiting Alarm threshold setting and the Service Target threshold

settings in the Real Time tab are only applicable at Queue level. They do not appear at the System level.

3. Enter the setting required in each of the tabs and click OK.

The options available in Statistical Set Up are explained in detail overleaf:

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Statistical settings

Real Time tab

Agent Status Alarm

The times input into the first three boxes are used to alert a System manager when an agent has been on an activity longer than required. The alarm condition is shown on the Real Time screens by changing the color of the agent in that state to red, after the time duration is exceeded.

Use the tab key to move between each of the three boxes to enter the alarm times for Incoming Calls, Outgoing Calls and Busy. Enter the times in the format: mm:ss.

Call Waiting Alarm

If any incoming call waits longer to be answered than this alarm time, Time (>T), then the waiting call will appear in red on the Real Time screens. This setting is also shown in the management reports produced by Enterprise Edge 2.0 Call Center Reporting. It is good working practice for the time entered here to be the same as the Primary Alert in Enterprise Edge 2.0 Call Center programming. This ensures that when an alarm condition exists in the Enterprise Edge 2.0 Call Center, that alarm condition is also reported by Enterprise Edge 2.0 Call Center Reporting.

Service Target

This time is used to calculate the Grade of Service figure. It is good working practice for the time entered here to be the same as the Secondary Alert in Enterprise Edge 2.0 Call Center programming. The Grade of Service figure is displayed in the Real Time screens, and is shown in many of the management reports.

The Grade of Service figure is shown as a percentage of calls answered within the target time, and quantifies the level of service offered to incoming callers.

Traffic Analysis tab

This option allows for the information in the Call Profile Report and Summary Report to be displayed in increments of either ½ hour or one hour time periods.

Peak tab

This option allows for the statistical peaks, recorded in the Summary Report to be automatically reset. The option can be disabled or reset on either a weekly, monthly or yearly basis.

Average tab

This option enables the statistical averages, recorded in the Summary Reports to be automatically reset. The option can be disabled or reset on either a weekly, monthly or yearly basis.

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Real Time Information

Introduction

Enterprise Edge 2.0 Call Center Reporting provides comprehensive Real Time management information that is constantly updated approximately every 3 seconds. The Real Time screens reflect the current status of the agents and the Enterprise Edge 2.0 Call Center lines. This dynamic feedback empowers a System manager to more effectively manage the performance of the call center.

Real Time Information can be viewed at either System Level or at Queue Level.

System Level - shows the real time status and performance of lines and agents across all Queues of the Enterprise Edge 2.0 Call Center system.

Queue Level - shows the real time status and performance of lines and agents in a single Queue.

Real Time screens

System level

From the System Manager menu, click Management-Info, then select the Real Time option.

Selecting the Real Time option opens four windows (only two of which can be seen immediately). The first two windows display information in a graphical format. A color-coded key explains the different states. To view the information in a numerical format, minimise or close the two graphical windows.

System Graphical Real Time - Lines - provides a view of the status of all of the lines in each of the Queues. The longest waiting call duration in each Queue is also shown (Q Time).

System Graphical Real Time - Agents – provides a tabular view of the status of all of the Agents, in all of the Queues. Agent name, status duration, queue name or current status can be used to sort the agents.

System Numerical Real Time - Lines - provides a numerical representation of the line related information.

System Numerical Real Time - Agents - provides a numerical representation of the agent related information and the service level currently being offered by each Queue.

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Real Time information

System level – Graphical Real Time Screen

The information displayed in the graphical windows includes:

System Graphical Real Time – Lines

Queue time of longest waiting call Number of lines with incoming calls Number of lines with outgoing calls Number of lines with calls waiting Number of lines with calls waiting > alarm Number of lines available for calls

System Graphical Real Time - Agents

Names of all agents logged in Status of all agents logged in Status duration of all agents logged in Queue name to which each agent belongs

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Real Time information

System level – Numerical Real Time Screen

The information displayed in the numerical windows includes:

System Numerical Real Time - Lines

Queue name Total number of available lines Number of calls waiting Number of calls waiting > alarm Number of outgoing calls in progress Number of incoming calls in progress Queue time for the oldest waiting call The mode of operation (In or Out)

System Numerical Real Time - Agents

Queue name Number of agents currently available Number of agents on incoming calls Number of agents in the busy state Number of agents on outgoing calls Number of abandoned calls (15 min period) Grade of Service offered (15 min period)

P0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide

Real Time information

Queue level

If you have Logged In at Queue Level (901 … 916) or have used the

Signed-Through

option from the System Manager level to a Queue level, you can display the Queue level Real Time screens as follows. From the Main window menu, click

Time

Selecting the

Real Time

Queue # Real Time - Chart

opens three Windows.

- provides a pie chart view of the current status of all lines and

Management-Info,

then select

Real

agents in the Queue.

Queue # Real Time - Agents

- provides a graphical status of all agents in the Queue with the

current duration.

Queue # Real Time - Status

- provides numerical information on the status of the traffic on the

lines, agent activity and level of service being offered.

Queue level - Real Time Screen

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Real Time information

The information displayed in the

Number of lines on incoming calls Number of lines on outgoing calls Number of lines with calls waiting Number of lines with calls waiting > alarm Number of lines available for calls Number of agents on incoming calls Number of agents on outgoing calls Number of agents busy Number of agents available to take calls

The information displayed in the

Names of all agents on incoming calls and the duration (minutes and seconds) Names of all agents on outgoing calls and the duration (minutes and seconds) Names of all agents who are busy with the duration (minutes and seconds) Names of all agents who are available to take calls

The

Queue # Real Time - Status

information:

Queue # Real Time - Chart

Queue # Real Time - Agents

window includes:

window shows three boxes containing the following

Traffic Status

Total number of lines allocated to the Queue. Number of incoming calls currently being received on these lines Number of outgoing calls being made on these lines Number of incoming calls waiting to be answered. Number of calls waiting > alarm time threshold. Waiting time of the oldest call in the Queue (minutes and seconds).

Agent Status

Number of agents logged in to the Queue Number of agents currently on incoming calls Number of agents currently on outgoing calls Number of agents currently available to take calls Number of agents who have made themselves busy

Service Status

Time elapsed during the current 15 minute analysis period Grade of Service currently being offered to callers in this Queue Number of incoming calls received in this 15 minute analysis period Number of calls that have abandoned in this 15 minute analysis period The mode of operation of the Queue (In or Out)

P0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide

Management Reports

Introduction

Enterprise Edge 2.0 Call Center Reporting automatically collects and collates statistical data from Enterprise Edge 2.0 Call Center. From this data, Enterprise Edge 2.0 Call Center Reporting produces a comprehensive range of management reports to help you manage the performance of your call center.

The reports are updated and stored on the hard disk of your PC and can be viewed on the screen or printed as a hard copy. The information can be accessed from the two operational levels:

System level - these reports provide information on the performance of the complete Enterprise Edge 2.0 Call Center system. The reports show the totals for each Queue.

Queue level - these reports provide information on the performance of individual Queues. The reports show the details for each individual line and individual agent in the Queue.

The operational level of the reports which you can see or print is dictated by the level into which you have Logged In.

If you Logged In as the System Manager (900) then you will be able to access reports at the System level, and, by using the Sign-Through option you will be able to access reports at the Queue level too.

If you Logged In to a Queue Level (901 … 916) you will be able to access reports at the Queue level only, and only for the Queue into which you have Logged In.

The ability to select either the current day’s information (Current Reports) or a period of time now passed (Historic Reports) can further define the reports. In fact, any individual hour, day, week or month can be viewed using the Enterprise Edge 2.0 Call Center Reporting package.

Accessing Current Reports

Current Reports provide you with data for either the current hour or the current day to date. They may be viewed on screen, and printed if required.

To access a Current Report:

1. Click Management-Info from the Main window.

2. Select Current Reports.

3. Click Hourly…, or Daily…as required.

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Management Reports

The Report Manager window will now open and the title bar will reflect your selection. Refer to the section on Report Manager later in this chapter for details on how to view individual reports.

Accessing Historical Reports

Historical Reports relate to time periods outside of the current day. The time period required is selected from a calendar.

To access a Historical Report:

1. Click

Management-Info

from the Main window.

2. Click

Historical Reports…

the current month displayed.

. The

Historical Report

calendar window will open with

The Calendar window

3. Select the month required from the drop down menu.

4. Select the year required from the drop down menu.

5. Select the time period from the following list of options: To view reports for an individual hour, click the day required and then click the

Hourly

button. You will be presented with a list of hours for which there is data.

Click your selection, and then click OK.

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Management Reports

To view reports for a whole day, click the day required and then click the

Daily

button.

To view reports for a whole week, click on any day in that week and then click the

Weekly

To view reports for a whole month, click on any day in that month and then click the

Monthly

Note

button.

: These buttons will only be highlighted and available to select if statistical

data is stored for that time period.

After selecting the required time period, the Report Manager window will open and the title bar will reflect your selection. Refer to the next section on Report Manager for details on how to view individual reports.

Report Manager window

The Report Manager window allows different management reports, in different formats, to be selected and viewed on the screen. Reports can also be printed from this window. The Report Manager menu bar offers the following options:

File

Print… Close -

- allows you to print management reports.

closes the Report Manager window.

View

Graph Numeric -

- allows you to view and open report in a graphical format (if available). allows you to view and open report in a numerical format.

Report

This option displays a list of all the reports available for you to view. This list will depend on whether or not you selected to view information for a Queue or the System. The full list is as follows:

Answered Call

Abandoned Call

Incoming Call

Agent Activity

Average Time

System Capacity

Call Profile

Agent Profile

Summary

Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02

Window

Management Reports

Selecting

Window

provides a drop down menu with options to change the appearance of the

windows or to close active windows.

Help

Help Topics About Enterprise Edge Call Center Reporting…

- opens the on-line help

- displays the software version number and

Beneath the Report Manager main menu bar is a row of icons, which are shortcuts to the various options. When the mouse pointer is positioned over the top of an icon, a text box will appear with a description of its use.

Viewing Reports

Reports are viewed from the Report Manager window. The available reports are shown when the

Report

option is selected. To view the required report, click the title of the report required.

The Report Manager window

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

P0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide

View

and then

Graph

Management Reports

Selecting

Numeric

from the

menu option changes the report back to a numerical format

View

again.

Note:

The Answered Call, Abandoned Call, Incoming Call, Call Profile and Summary reports can all be viewed in both numerical and graphical formats.

Reports viewed at a System level will show information summarising the totals for each Queue. Reports viewed from a Queue level provide more detailed information, showing individual lines and individual agents.

If a report contains information relating to both lines and agents, two windows will be displayed split equally across the screen. Some reports may contain more information than can be displayed on the screen at one time. In this case click inside the report window to activate the scroll bar. The scroll bar appears on the right-hand side of the window.

Report Types

Answered Call

The

Answered Call

percentage of calls that were answered in the time frames configured in the Answer Time Bins. The report shows both line and agent information.

Report shows the total number of calls that were answered, and the

Answered Call Report – Numerical View (System level)

Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02

Abandoned Call Report

Management Reports

The

Abandoned Call

Report shows the total number of calls that had abandoned, and the percentage of calls that had abandoned in the time frames configured in the Abandon Time Bins. Only line information is shown, as these calls had abandoned prior to being answered by agents.

Abandoned Call Report – Graphical View

Incoming Call Report

The

Incoming Call

Report shows how your call center handles incoming calls.

It shows the calls answered directly by agents, those answered first by the announcement and queuing system of the Enterprise Edge 2.0 Call Center, and any calls that abandoned. The report shows both line and agent information.

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Management Reports

Incoming Call Report – Numerical View (System level)

The line information includes:

Title Description

TOTAL IN Total number of incoming Enterprise Edge 2.0 Call Center

INCOMING CALLS - ANS. Number of incoming calls answered. INCOMING CALLS ABD. INCOMING CALLS - OUT Number of incoming calls received during the “out” mode

ANSWERED CALLS DIR. ANSWERED CALLS ANNC ANS.>T Number of incoming calls answered that wait longer than

OVERFLOW Number of incoming calls that overflow to the other

ANS. - OTHERS Number of incoming calls answered by non-Enterprise

G.O.S. The Grade of Service being offered to incoming callers.

calls.

Number of incoming calls that abandon.

of operation. Number of incoming calls answered directly by agents (no announcement). Number of incoming calls answered after waiting (with an announcement).

the alarm time.

Queue.

Edge 2.0 Call Center extensions.

Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02

Management Reports

The agent information includes:

Title Description

TOTAL CALLS - ANS Total number of incoming calls answered by agents. TOTAL CALLS - OUT. Total number of outgoing calls made by agents. ANSWERED CALLS DIR. ANSWERED CALLS ANNC. OVER-FLOW Number of incoming calls answered by agents that

Number of incoming calls answered directly by agents (no announcement). Number of incoming calls answered by agents after waiting (with an announcement).

overflowed in from the other Queue.

Age nt Activity Re por t

Agent Activity

The

Report shows the total amount of time that agents spend logged in to Enterprise Edge 2.0 Call Center, and the proportion of that time spent on activities such as incoming calls, outgoing calls and in the Busy state. The agent window is the only window displayed, as there is no line information associated with this report. When viewed from a Queue level, individual agent details are displayed. Queue totals are available from the System level.

Agent Activity Report – Numerical View (Queue level)

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Management Reports

The agent information includes:

Title Description

Center. INCOMING TIME Time spent on incoming calls. OUTGOING TIME Time spent on outgoing calls. WRAP UP TIME Time spent in post call wrap up. BUSY TIME Time spent in the make Busy state. AVAILABLE TIME Time spent available to make or receive calls.

Average Time Report

Average Time

The

Report displays the average time a caller waits prior to either being answered by an agent, or abandoning due to no answer. When viewed at System level the averages for both Queues can be compared. When viewed at Queue level this report shows the average incoming and outgoing call duration of each agent relative to the average of all agents.

Average Time Report – Numerical (Queue level)

Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02

The line information includes:

Title Description

WAITING TIME -CALLS Number of incoming calls answered. WAITING TIME – AVERAGE Average waiting time prior to being answered. INCOMING CALL TIME – CALLS Number of incoming calls answered. INCOMING CALL TIME – AVERAGE Average duration of an incoming call. ABANDONED CALL TIME – CALLS Number of incoming calls that abandon. ABANDONED CALL TIME – AVERAGE

The agent information includes:

Title Description

INCOMING CALL TIME – CALLS Number of incoming calls answered by agents. INCOMING CALL TIME – AVERAGE Average duration of an agent incoming call. OUTGOING CALL TIME – CALLS Number of outgoing calls made by agents. OUTGOING CALL TIME – AVERAGE Average call duration time of an agent outgoing

WRAP UP TIME – CALLS Total number of incoming and outgoing calls

WRAP UP TIME – AVERAGE Aver age duratio n of each post-call wrap up

Management Reports

Average time a caller waits before abandoning.

call.

made or received by agents.

time.

System Capacity Report

System Capacity

The

Report shows how often, and for how long, the call center was working at its maximum capacity. The line information shows the number of occasions when all lines were busy, and the total amount of time for which this condition prevailed. The agent information shows the number of times that there were no agents available and the total amount of time for the period.

P0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide

Management Reports

System Capacity Report – Numerical View (System Level)

The line information includes:

Title Description

ALL LINES BU S Y NUMBER ALL LINES BU S Y TOTAL TIME

The agent information includes:

Title Description

NO AGENTS AVAILABLE

- NUMBER NO AGENTS AVAILAB TOTAL TIME

Number of instances when all lines were in use on calls.

Total time that all lines were in use.

Number of instances when there were no agents available to receive calls. Total time when there were no agents available to receive calls.

Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02

Call Profile Report

Management Reports

The

Call Profile

Report tracks the key performance statistics of your call center over a period of time. Peaks and troughs in traffic levels and service offered can be easily identified. Depending upon the time period selected for the report, and any Traffic Analysis settings, information will be shown either for every half-hour, hour or day. The information is shown for lines only.

Call Profile Report – Numerical View

The line information contained within the Numerical Call Profile Report includes:

Title Description

TOTAL CALLS - IN Total number of incoming calls received. TOTAL CALLS - OUT Total number of outgoing calls made. INCOMING CALLS - ANS. Total number of incoming calls answered. INCOMING CALLS ABD. AVERAG E TIME WAITING AVERAGE TIME -ABD. Average time a caller waited before abandoning. GOS % The Grade of Service figure - the percentage of calls

P0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide

Total number of incoming calls abandoning.

Average time a caller waited before being answered.

answered within your service target time.

Management Reports

Agent Profile Report

The

Agent Profile

information on the activity of each individual agent. Use the

Report is only available from the System level. It provides detailed

Agent Profile Report Range

options to specify which agents are required. Agent ID or Agent Name can be used to sort the information.

Agent Profile Report

The agent information includes:

Title Description

TIME INTERVAL Actual times for agent log in and log o ut. LOG IN TIME Total time the agent was logged in. AVAILABLE TIME Time the agent spent available. BUSY TIME Time the agent spent in make busy. INCOMING TALK – CALLS INCOMING TALK – TIME Time the agent spent on incoming calls. OUTGOING TALK – CALLS OUTGOING TALK – TIME Time the agent spent on outgoing calls. WRAP UP – TIME Time the agent spent in post-call wrap up

Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02

Number of incoming calls the agent answered.

Number of outgoing calls made by the agent.

Summary Report

Management Reports

The objective of the

Summary

report is to provide, on a single page, a complete summary of the call center activity and performance during the defined period. The period covered by the report can be daily, weekly or monthly. The report highlights, in both graphical and numerical formats, key statistics such as abandoned calls, Grade of Service and call waiting times. The peak and average performance figures are shown for comparison.

Summary Report – Graphical View

Printing reports

Reports may be printed on demand from the Report Manager window.

Printouts can also be scheduled to print at certain time on chosen day, every week or month using the

Print Schedule

To print a report from the Report Manager window:

1. Click

2. Select

P0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide

File

Print…

option. Print scheduling is described in detail later in this chapter.

from the menu bar.

. This will open the

Print Option

window.

Management Reports

The Print Option window

3. Click the

4. Click the

5. Click

Note:

If a

Report Type

Format

Graphical

(s) to be printed.

required.

format is chosen for any reports that are only available in a

numerical format, the report will not print.

Abandoned Caller ID Report

The Abandoned Caller ID Report provides a detailed record of all abandoned calls. The system stores Abandoned Caller ID information for seven days, (this includes the current day). The most current information automatically replaces the oldest information. This report is only available for individual Queues, not for the System level.

To view the Abandoned Caller ID Report:

1. From the System Manager Main window, click

2. Select

Queue 1

Queue 2

as required.

Management-Info

3. Click on

Abandoned Caller ID Report…

4. Select the day required.

5. Click

Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02

Open

Management Reports

The Abandoned Caller ID Report

The information displayed includes:

Title Description

DATE Date the call arrived. TIME Time the call arrived. CALLER ID Telephone number of the caller who abandoned. LINE NAME Line name the caller was attempting to contact. TIME WAITED Time the caller waited prior to abandoning.

To print the Abandoned Caller ID Report:

1. With the report open on the screen, click

2. Click

Print…

Level

The report will now be printed.

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

Print Schedule

option, which is described in detail later in this

chapter.

P0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide

Management Reports

Configuration Report

This report will display all the configuration settings of your Enterprise Edge 2.0 Call Center Reporting system (at System Manager level, 900) or the configuration settings for your Queue (at Queue level, 901 … 916).

To view the Configuration Report:

1. Click

2. Select

3. Click

Management-Info

System

Configuration Report

from the System Manager Main window.

The configuration settings can be displayed for the tabs at the bottom of the window.

System

or for each

Queue

by clicking on the

The Configuration Report

To print the Configuration Report:

1. Click

2. Click

Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02

Level

Print…

from the System Manager Main window.

Management Reports

The Configuration Report is only available for printing while the report is

Note:

open on the screen.

Print Schedule

Management reports can be scheduled to print out automatically at a set time. For example, reports can be printed at night when the call center is closed, or once a month for the previous month.

The Abandoned Caller ID Report can be scheduled to print more frequently due to the significance of the information.

Scheduled printing is set up from the System Manager Main window.

To schedule a print run:

1. Click

2. Click

Management-Info

Print Schedule

. This will open the Print Schedule window.

on the menu.

Print Schedule window

P0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide

Management Reports

3. Click

Activate Print Schedule

4. Click the

5. Click the

Note:

If the

Report Type

to be printed in this schedule.

Report Format

Graphical

option is chosen then those reports that are only available in

on the

required.

Daily, Weekly

and

Monthly

tabs as required.

a numerical format will appear greyed out, and will not be printed.

6. Click the day and/or time as required.

Note:

For Daily and Weekly schedules, a day and time must be entered. For Monthly schedules, a time must be entered, as the day will automatically be set to the first day of the following month.

7. Click the

Abandoned Caller ID

tab and select a time

Interval

for printing the Abandoned Caller ID report. Note that the Abandoned Caller ID report is only available at Queue level (901 .. 916)

8. Click OK to save the Print Schedule.

Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02

Index

Abandon Time Bins, 47 Abandoned Call Report, 47 Abandoned Caller ID Report, 56 Abandoned calls, 24, 29, 30, 39, 55, 56 Accessing Current Reports, 42 Accessing Historical Reports, 43 Adding a Wallboard, 27 Adding agents, 23 Adding lines, 22 Agent Activity Report, 49 Agent ID number, 23 Agent Profile Report, 54 Agent Status, 7, 36, 41 Agents, 7, 14, 15, 23, 28, 30, 31, 32, 33, 36,

37, 38, 39, 40, 41, 47, 48, 49, 51, 52, 54 Alarm conditions, 27 Alarm Threshold, 32 Answer Time Bins, 46 Answered Call Report, 46 Assigning Wallboard, 28 Average tab, 36 Average Time Report, 50

Buzzer, 28, 30, 32, 33

C drive folders, 9, 12, 13 Call center performance, 29, 37, 42, 53, 55 Call Profile Report, 36, 53 Call Waiting Alarm, 36 Changing Agent information, 23 Changing configuration, 18, 21 Changing lines, 22 Changing serial ports, 25 Changing Wallboard Schedule, 34 Changing Wallboard settings, 27 Closing the RDB Server, 18 Closing the user interface, 19 Configuration of lines, 22 Configuration Report, 58

Index

Configuration window, 20 Connecting Wallboard, 27 Creating Wallboard alarm, 32 Creating Wallboard message, 31 Creating Wallboard Schedule, 33 Critical threshold, 32 Current Reports, 42

Daily reports, 44 Default Log In password, 24 Deleting Agents, 23 Deleting lines, 22 Deleting Wallboard Alarm, 33 Deleting Wallboard messages, 31 Deleting Wallboard schedule, 34 Documentation, 6, 27

Editing Agent information, 23 Editing lines, 22 Editing Wallboard alarm, 33 Editing Wallboard messages, 31 Editing Wallboard Schedule, 34 Enterprise Edge, 13 Enterprise Edge Call Center, 6, 9, 17, 19, 22,

27, 36, 42, 49

Enterprise Edge Call Center Reporting, 5, 6,

7, 8, 9, 10, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 27, 28, 29, 35, 36, 37,

42, 45, 58 Erasing Wallboard messages, 31 Exiting, 18, 19

Feature card, 7 File sharing, 11 Folders on C drive, 9, 12, 13 Forgotten password, 24

Grade of Service, 29, 30, 36, 39, 41, 48, 55 Graphical format, 37, 44, 45, 56

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Index

Hardware, 5 Help Topics, 20, 45 Historical reports, 43 Hourly reports, 43 How this guide is organized, 5 How to use this guide, 5

Icon, 17, 18, 20, 45 ID number of agent, 23 Incoming Call Report, 47 Installation, 5, 16 Installation prerequisites, 9 Installing Wallboard, 27

Key performance statistics, 53 Keycode, 9

Line configuration, 22 Line information, 48 List of reports, 44 Logging in, 17, 19 Logging out, 18, 19

Management reports, 7, 19, 36, 42, 44, 59 Maximum capacity, 51 Minimum PC specification, 8 Monthly reports, 44 Multiple Client software, 10, 13 Multiple Wallboards, 7, 27

Naming Queues, 23 Numerical format, 37, 44, 45, 55, 56, 60

On-line help, 45 Other documents, 6, 27

Password, 13, 17, 24 Password resetting, 25 PC requirements, 8 PC specification, 8 Peak tab, 36 Primary Alert, 36 Print, 19 Print Schedule, 55, 59 Printing reports, 44, 55, 56, 57 Problem solving, 15

Queue, 7, 14, 22, 23, 24, 27, 28, 30, 31, 32,

33, 37, 38, 39, 41, 42, 46, 49, 50, 58 Queue Level, 30, 35, 37, 40, 42, 46, 49, 50 Queue names, 23

RDB Server, 7, 8, 14, 17, 18, 20, 25 Real Time, 7, 31, 35, 36, 37, 39, 40 Reference material, 6 Removing Agents, 23 Removing lines, 22 Removing Wallboard Alarm, 33 Removing Wallboard messages, 31 Removing Wallboard Schedule, 34 Report Manager window, 43, 44, 45, 55 Reports, 7, 19, 22, 24, 35, 36, 42, 43, 44, 45,

60 Resetting password, 25 Restarting, 15

Schedule for printing, 59 Sending Wallboard messages, 32 Serial port, 8, 25, 27 Service Status, 41 Service Target, 36 Setting up statistics, 35 Sharing files, 11 Shorekarn Wallboards, 28 Shortcuts to options, 45 Software, 7 Software version, 20, 45

Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide P0911643 Issue 02

Index

Solving problems, 15 Spectrum Wallboards, 28 Starting, 15, 17 Stat Time Bin, 24 Statistical averages, 36 Statistical peaks, 36 Statistical set up, 35 Statistics, 7, 9, 19, 24, 35, 36, 42, 44, 53, 55 Status Bar, 20 Summary Report, 36, 46, 55 System Capacity Report, 51 System Level, 32, 35, 37, 38, 39, 42, 48, 49,

50, 52, 54, 56

System Manager window, 27, 31, 42, 43, 56,

58, 59

TCP/IP protocol, 8, 10 Text messages, 27, 30 Threshold, 24, 32, 41 Title of Wallboard, 28 Toolbar, 20 Traffic Analysis tab, 36 Traffic Status, 41 Troubleshooting, 15

Type of wallboard, 28

User ID, 17 User interface, 7, 18, 19

Viewing Reports, 45

Wallboard, 7, 8, 24, 25, 27, 28, 30, 31, 32,

33, 34 Wallboard alarm, 30, 32 Wallboard buzzer, 28, 30, 32, 33 Wallboard display, 27 Wallboard ID number, 27 Wallboard messages, 30 Wallboard parameters, 27, 29 Wallboard schedule, 30, 33, 34 Wallboard Summary, 29 Wallboard Title, 28 Weekly reports, 44 Windows NT, 13

P0911643 Issue 02 Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide

Avaya BCM 2.0 Call Center Reporting User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual