Avaya BCM Call Center Reporting User Manual

Enterprise Edge 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................................................................................................ 7

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

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

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

Installing Enterprise Edge Call Center Reporting Multiple Client software ........... 9

Folders created on the Enterprise Edge......................................................... 9

Installing Multiple Client software onto additional PCs.................................. 10

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

Troubleshooting Enterprise Edge Call Center Reporting................................... 12

Folders created on the Call Center Reporting Multiple Client PCs..................... 13

Using Enterprise Edge Call Center Reporting...............................15

Starting Enterprise Edge Call Center Reporting................................................ 15

Entering Enterprise Edge Call Center Reporting (Log In)............................. 15

Exiting Enterprise Edge Call Center Reporting (Log Out)............................. 16

Closing the RDB Server .............................................................................. 16

System Manager window.................................................................................. 16

Level........................................................................................................... 16

View............................................................................................................ 17

System........................................................................................................ 17

Management-Info........................................................................................ 17

Window....................................................................................................... 17

Help............................................................................................................ 17

Configuring Enterprise Edge Call Center Reporting ....................19

Introduction...................................................................................................... 19

Configure window tabs..................................................................................... 20

Company .................................................................................................... 20

Lines........................................................................................................... 20

Agents......................................................................................................... 21

Queues....................................................................................................... 21

Stat Time Bin .............................................................................................. 22

Wallboard.................................................................................................... 22

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Password.................................................................................................... 22

Serial Port................................................................................................... 22

Wallboards ....................................................................................... 23

Introduction...................................................................................................... 23

Wallboard installation....................................................................................... 23

Wallboard configuration.................................................................................... 23

Wallboard Settings...................................................................................... 24

Wallboard Parameters...................................................................................... 25

Wallboard Messages, Alarms and Schedules................................................... 26

Wallboard Messages................................................................................... 26

Wallboard Alarms........................................................................................ 28

Wallboard Schedules .................................................................................. 29

Statistical Settings........................................................................... 31

Introduction...................................................................................................... 31

Statistical Set Up.............................................................................................. 31

Real Time tab.............................................................................................. 32

Traffic Analysis tab...................................................................................... 32

Peak tab...................................................................................................... 32

Average tab................................................................................................. 32

Real Time Information..................................................................... 33

Introduction...................................................................................................... 33

Real Time screens ........................................................................................... 33

System level................................................................................................ 33

Queue level................................................................................................. 36

Management Reports ......................................................................38

Introduction...................................................................................................... 38

Accessing Current Reports ............................................................................... 38

Accessing Historical Reports............................................................................ 39

Report Manager window................................................................................... 40

File.............................................................................................................. 40

View............................................................................................................ 40

Report......................................................................................................... 40

Window....................................................................................................... 41

Help............................................................................................................ 41

Viewing Reports............................................................................................... 41

Report Types ................................................................................................... 42

Answered Call Report ................................................................................. 42

Abandoned Call Report............................................................................... 43

Incoming Call Report ................................................................................... 43

Agent Activity Report ................................................................................... 45

Average Time Report.................................................................................. 46

System Capacity Report .............................................................................. 47

Call Profile Report....................................................................................... 49

Agent Profile Report.................................................................................... 50

Summary Report......................................................................................... 51

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Printing reports................................................................................................. 51

Abandoned Caller ID Report............................................................................. 52

Configuration Report........................................................................................ 54

Print Schedule.................................................................................................. 55

Index ................................................................................................. 57

Issue 01 Enterprise Edge Call Center Reporting Set Up and Operation Guide

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

How to use this guide — provides a brief overview identifying the organization of this guide. System Overview — describes the overall functionality of Enterprise Edge Call Center

Reporting, provides a package checklist and explains the software involved. Installing Enterprise Edge Call Center Reporting — describes installation prerequisites

and how to install the Enterprise Edge Call Center Reporting Multiple Client software from the Enterprise Edge. This chapter also provides diagnostic and recovery procedures for problems that might occur while setting up and operating Enterprise Edge Call Center Reporting.

Using Enterprise Edge Call Center Reporting — describes starting to use Enterprise Edge 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 Call Center Reporting — describes how to enter company details, how to view and change line and agent information and how to name the queues. This chapter also explains how to set statistical time bins (for use in management reports) and how to change your password.

Wallboards — describes how to configure Enterprise Edge Call Center Reporting to drive Wallboard displays. This chapter also explains the use of Wallboard messages, Wallboard alarms and Wallboard schedules.

Statistical Settings — explains how to tailor the analysis of management information to suit your requirements.

Real Time Information — describes how to access and view the Real Time management information provided by Enterprise Edge Call Center Reporting.

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How to use this guide

Management Reports — describes how to access and view the Current and Historic management information collected by Enterprise Edge 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 Call Center, refer to the following documents:

• Enterprise Edge Call Center Set Up and Operation Guide

• Enterprise Edge Voice Software Keycode Installation Guide

• Enterprise Edge Call Center Reporting Upgrade Guide

Enterprise Edge Call Center Reporting Set Up and Operation Guide Issue 01

System Overview

Introduction

Enterprise Edge 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 Call Center system. Enterprise Edge 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 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 Call Center Reporting is integral to Enterprise Edge Call Center and the Enterprise Edge. The Enterprise Edge Call Center Reporting software has two separate components: the user interface and the RDB Server.

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

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

reason, it is recommended that the RDB Server is operational at all times.

PC requirements

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

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System overview

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 operating system Network Interface Card TCP/IP protocol SVGA display

Enterprise Edge Call Center Reporting Set Up and Operation Guide Issue 01

Installing Enterprise Edge Call Center Reporting

Introduction

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

Installation prerequisites

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

1. Be familiar with Enterprise Edge Call Center and the Windows NTTM operating system.

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

Edge is connected to and is operational on the Network to which any Enterprise Edge Call Center Reporting Multiple Client PCs are connected (these are optional, see below).

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

Installing Enterprise Edge Call Center Reporting Multiple Client software

The Enterprise Edge Call Center Reporting Master Client is pre-installed on your Enterprise Edge. The following icon will be visible on the desktop of the Enterprise Edge, labelled: Call Center Reporting.

Enterprise Edge Call Center Reporting desktop icon

Folders created on the Enterprise Edge

Enterprise Edge Call Center Reporting automatically creates a folder called \Program Files\Nortel Networks\Call Center Reporting on the C: drive of the Enterprise Edge. This

folder contains the application and configuration files used by Enterprise Edge Call Center Reporting.

When the RDB Server is operational and detects activity from Enterprise Edge Call Center, another folder is created on the hard disk drive of the Enterprise Edge. The second folder is called \Program Files\Nortel Networks\Call Center Reporting\Stats, and contains the stored statistical data.

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Do not rename, move or delete these folders.

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

enable the Enterprise Edge Call Center Reporting Software Keycode. For

Software Keycode information, refer to the Enterprise Edge Software Keycode

Installation Guide.

Installing Multiple Client software onto additional PCs

The Enterprise Edge Call Center Reporting client software can be loaded onto additional PCs so that multiple Supervisors/Managers can access the information stored on the Enterprise Edge. This is known as having Multiple Clients.

TCP/IP Protocol

Enterprise Edge and Enterprise Edge Call Center Reporting use the industry standard TCP/IP protocol for communication between the Enterprise Edge Call Center and the Enterprise Edge Call Center Reporting Multiple Client PCs. This means the Windows Network component is required for all Enterprise Edge Call Center Reporting Multiple Client PCs.

The Enterprise Edge 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.

To check that the Windows Network component is set up properly in order to operate as a Enterprise Edge Call Center Reporting 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 Call Center

Reporting Multiple Client application installed.

2. On the Windows taskbar, click Start, point to Settings and then click Control Panel. The

Control Panel window appears.

3. Double click on the Network icon . The Network window appears with the

Configuration tab displayed.

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

the list, click Add to install this protocol using the Windows installation instructions, or refer to your network administrator.

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Installing Enterprise Edge Call Center Reporting

Installing Enterprise Edge Call Center Reporting onto Multiple Client PCs:

1. Exit any Windows programs that are running.

2. On the taskbar, click the Start button, point to Find and then click Computer.

3. The Find: Computer dialog box appears.

4. In the Named list box, type the name of the Enterprise Edge, or select the Enterprise Edge

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

5. Click the Find Now button.

6. The Enterprise Edge icon appears in the list.

7. Double-click the Enterprise Edge icon.

8. Double-click the Program Files folder.

9. Double-click the Nortel Networks folder.

10. Double-click the Public folder.

11. Double-click the Enterprise Edge Call Center Reporting folder.

12. Double-click on the Setup.exe file, and then click OK.

13. The Nortel Networks Connects Splash Screen and the Enterprise Edge Call Center

Reporting Welcome screens appear.

14. The Choose Destination Location window appears.

15. Click Next to accept the default location. To change the directory location, click Browse,

choose another directory location and then click Next.

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

the installation. The Setup Complete window appears.

Note: You will be asked for the Network Name of the Enterprise Edge during the installation of

the Multiple Client software. YOU MUST enter the Network Name of the Enterprise Edge – do not enter the IP Address of the Enterprise Edge. You must enter the Network Name of the Enterprise Edge for the Multiple Client software to operate correctly.

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Installing Enterprise Edge Call Center Reporting

Troubleshooting Enterprise Edge Call Center Reporting

If the Enterprise Edge Call Center Reporting (including the RDB Server) is closed down and then restarted, Enterprise Edge Call Center Reporting will have no knowledge of any Agents who are still Logged In to Enterprise Edge Call Center, not will it have any knowledge of any Calls which are already in progress. In other words, both Queues will be considered to be in the Out Mode.

The same situation will occur if the Enterprise Edge is closed down and restarted, and Agents Log In to Enterprise Edge Call Center before the Enterprise Edge Call Center Reporting 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, the Enterprise Edge Call Center Reporting must be closed down.

Note: When Enterprise Edge Call Center Reporting is restarted Agents should be told to Log

Out and then Log In.

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

Starting or Restarting Enterprise Edge Call Center and Enterprise Edge Call Center Reporting

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

1. Start the Enterprise Edge.

2. Start the Enterprise Edge Call Center Reporting.

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

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

1. Shut down Enterprise Edge Call Center Reporting.

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

3. Restart Enterprise Edge Call Center Reporting.

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

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

Starting or Restarting Enterprise Edge Call Center and Enterprise Edge Call Center Reporting

If a you have Logged In to Enterprise Edge Call Center Reporting on a Multiple Client PC and the Enterprise Edge has been restarted, you will have to Log Out and Exit from the Enterprise

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Edge Call Center Reporting, and re-start Enterprise Edge Call Center Reporting once the Enterprise Edge has been re-started.

If you had selected the Access to Configuration option before the Enterprise Edge 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.

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 Call Center Reporting Multiple Client application, a folder will be automatically created on the C: drive of the PC called \Program Files\Nortel Networks\Call Center Reporting. This folder will contain the application files used by Enterprise Edge Call Center Reporting Client.

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.

Note: There is no directory called \Program Files\Nortel Networks\Call Center

Reporting\Stats on the PCs used to run Enterprise Edge Call Center Reporting Multiple Clients. These PCs refer to the data in the \Program Files\Nortel Networks\Call Center Reporting\Stats directory on the Enterprise Edge in

order to display statistical information.

Issue 01 Enterprise Edge Call Center Reporting Set Up and Operation Guide

Using Enterprise Edge Call Center Reporting

Starting Enterprise Edge Call Center Reporting

1. When ever the Enterprise Edge system is started, the Enterprise Edge Call Center

Reporting Master Client will also start.

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

data from Enterprise Edge 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 Enterprise Edge Desktop.

RDB Server taskbar icon

2. To start an Enterprise Edge Call Center Reporting Multiple Client, double-click on

the Call Center Reporting Client on the desktop of the Multiple Client PC.

Entering Enterprise Edge 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 the User ID number, this is set at 900. Use the tab key to move

the cursor to the next box and enter the default Password, this is set to 900.

Note: The User ID is pre-set at 900, and cannot be altered. The Password default is

also 900 but may be changed in the configuration.

4. To make changes to the configuration, click the Access to Configuration box.

Enterprise Edge Call Center Reporting Log-In dialog box

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Using Enterprise Edge Call Center Reporting

5. Click OK.

Note: Enterprise Edge Call Center Reporting monitors user activity on-screen when

the Access to Configuration option is enabled. After a period of 15 minutes with no activity, the user is automatically logged out.

Exiting Enterprise Edge Call Center Reporting (Log Out)

To Log Out and leave the user interface screen open:

1. Select Level and then click Log-Out.

To Log Out and close the user interface:

1. Select Level and click Log-Out & Exit….

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

now closed.

Closing the RDB Server

1. Double click the RDB Server icon on the Windows taskbar. This will open the

Report Database Server window.

2. Click Exit.

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

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

System Manager window

The System Manager window opens after Log In.

The features of Enterprise Edge Call Center Reporting are accessed from this window.

The following menu options are available to select:

Level

Log-In… - allows you to access configuration and management information. Print - allows you to print management reports. Log-Out - allows you to exit without closing the user interface. Log Out & Exit… - allows you to exit and close the user interface.

Enterprise Edge Call Center Reporting Set Up and Operation Guide Issue 01

Using Enterprise Edge 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

Configure - opens the main configuration window. Enterprise Edge Call Center Reporting Status - opens a window that shows the Enterprise

Edge 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

System - displays the management information options for the whole Enterprise Edge Call Center system

Queue 1 - displays the management information options for Queue 1. Queue 2 - displays the management information options for Queue 2.

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 - opens the on-line help About Enterprise Edge Call Center Reporting… - displays the software version number and

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