Avaya BCM Call Center Reporting User Manual

Enterprise Edge Call Center Reporting
Set Up and Operation Guide

1-800-4 NORTEL
www.nortelnetworks.com

© 1999 Nortel Networks
P0908540 Issue 01

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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Table of Contents

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

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

Table of Contents

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

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

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

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

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

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

How to use this guide

1

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

2

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

3

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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Installing Enterprise Edge Call Center Reporting

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.

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

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.

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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

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

Installing Enterprise Edge Call Center Reporting

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.

13

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.

4

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

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

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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.

17

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

copyright information.

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

Configuring Enterprise Edge Call Center Reporting

5

Introduction

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

Programming Record which is contained in the Enterprise Edge 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 Edge Call Center Reporting

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 Call Center lines.

Note: Enterprise Edge Call Center Reporting only gathers data from the Enterprise

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

Adding a new line

1. Click the Lines tab.

2. Click New.

3. In the Line Name: box, type the name of the new line.

4. In the Ln No: box, enter the line number.

5. From the drop down list, select the Queue to which the line belongs.

6. Click OK.

Changing an existing line

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

2. Click Properties, the Line Properties window will open.

3. In the Line Name: box, change the line name as required.

4. From the Queue drop down list, change the Queue as required.

5. Click OK.

Deleting a line

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

2. Click Remove.

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

Configuring Enterprise Edge Call Center Reporting

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

Call Center Reporting configuration.

Agents

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

Note: In order that Enterprise Edge 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 Call
Center system.

Adding an agent

1. Click the Agents tab.

2. Click New, the New Agent window will open.

3. In the Agent Name: box enter the name of the agent.

21

4. In the Agent ID: box enter the Agent ID number.

5. Click OK.

Changing an agent

1. From the Agents tab, click and highlight the agent to be edited.

2. Click Properties. The Agent Properties window will open.

3. Edit the Agent name as required.

4. Click OK.

Deleting an agent

1. From the Agents tab, click and highlight the agent to be removed.

2. Click Remove.

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

Enterprise Edge Call Center Reporting configuration.

Queues

Select this tab to give meaningful names to your Queues. If no entries are made, the queue names
will default to Queue 1 and Queue 2 respectively.

Naming the Queues

1. Click the Queues tab.

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Configuring Enterprise Edge Call Center Reporting

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.

Stat Time Bin

Select this tab to configure the time thresholds used in the statistical analysis of Answered and
Abandoned Calls. Enterprise Edge Call Center Reporting will provide statistical reports on the
percentage of incoming calls answered and abandoned within each of your chosen Stat Time
Bins.

Wallboard

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

Password

Allows the 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 Call Center Reporting must be un-installed and the
\Program Files\Nortel Networks\Call Center Reporting directory deleted,
and the Enterprise Edge 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 Enterprise Edge and driven by the Enterprise
Edge Call Center Reporting a serial port (COM Port) on the Enterprise Edge needs to be
configured to allow Enterprise Edge 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 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.

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

Wallboards

6

Introduction

With the addition of Enterprise Edge Call Center Reporting your Enterprise Edge 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 either of the Queues or
totals for the whole Enterprise Edge Call Center system. Enterprise Edge 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 Enterprise Edge 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 Call Center
Reporting.

Wallboard configuration

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

1. From the System Manager 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

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

24

Wallboards

Wallboard Settings

The Wallboard Settings window

In 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 Settings is as follows:

Wallboard Assignment

From the drop down menu, select which option the Wallboard is to be assigned. The options are
System, Queue 1, Queue 2 or Not Used.

Wallboard Type

Enterprise Edge 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 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.

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

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 calls for the Hour

ID Total number of Incoming calls for 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

25

Wallboard Parameters

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

The Wallboard Parameter window

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

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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 calls made in the current Day
OH Number of Outgoing calls 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 on 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).

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

Creating a Wallboard Message

1. From the System Manager window, click Management-Info.

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

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.

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

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).

Wallboards

27

Example: “There are (AB) agents busy”

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

“There are 5 agents busy”

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

separated from the first word when the Message repeats.

Editing a Wallboard Message

1. From the Message tab, click and highlight the Message to edit.

2. Click Properties and edit the text as required.

3. Click OK to save the changes.

Deleting a Wallboard Message

1. From the Message tab, click and highlight the Message to delete.

2. Click Remove.

3. Click Yes when prompted.

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Wallboards

Sending Wallboard Messages

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

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

2. Click Send.

Note: If the Message is sent from the System level, then after clicking Send, a

dialog box will open with the option to send the Message to either the System
Wallboard only, or to All Wallboards. Click the option required.

3. Click OK to sent the Message.

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 Management-Info.

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

applies.

3. From the drop down menu select Wallboard. The Wallboard window will open.

4. Click the Alarm tab. This will show any Alarms that have been previously created.

5. Click New.

6. From the drop down menu option titled 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 Threshold box.

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

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

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

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

9. From the drop down menu option titled Message, select the message to be displayed

when the Alarm is triggered.

Note: If you select No Message, then if the Parameter is being displayed on the

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 Alarm tab, click and highlight the Alarm to edit.

2. Click Properties and edit the Alarm as required.

3. Click OK to save the changes.

Deleting a Wallboard Alarm

1. From the Alarm tab, click and highlight the Alarm to be deleted.

Wallboards

29

2. Click Remove.

3. Click Yes when prompted.

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 New.

5. From the drop down menu option titled Day, select the day(s) you want to display a

Message.

6. From the drop down menu option titled Time, enter the time of day you want the

message to be sent, using 24-hour format.

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30

Wallboards

7. From the drop down menu option titled Message, select the Message you want to

send.

8. Click OK to save the Schedule.

Editing a Wallboard Schedule

1. From the Schedule tab, click and highlight the Schedule to be edited.

2. Click Properties and edit Schedule as required.

3. Click OK to save the changes.

Deleting a Wallboard Schedule

1. From the Schedule tab, click and highlight the Schedule to be deleted.

2. Click Remove.

3. Click Yes when prompted.

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

Statistical Settings

7

Introduction

The presentation of information in the Real Time screens, and the analysis of data collected by
Enterprise Edge 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 System or the Queue required.

3. Select Statistical Set Up.

The Statistical Set Up window

Note: The Call Waiting Alarm and Service Target options in the Real Time tab

are only applicable at a Queue level. They do not appear at the System level.

4. 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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32

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 Call Center Reporting. It is good working
practice for the time entered here to be the same as the Primary Alert in Enterprise Edge Call
Center programming. This ensures that when an alarm condition exists in the Enterprise Edge
Call Center, that alarm condition is also reported by Enterprise Edge 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 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.

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

Real Time Information

8

Introduction

Enterprise Edge 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 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 both
Queues of the Enterprise Edge 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 System option
followed by Real Time.

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, minimize or
close the two graphical windows.

System Graphical Real Time - Lines - provides pie chart views of the status of all of the lines,
in both 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 both 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.

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34

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

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

Real Time information

35

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)

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Real Time information

Queue level

From the System Manager menu, click Management-Info. Then select the required Queue
followed by Real Time.

Selecting the Real Time opens three Windows.

Queue # Real Time - Chart - provides a pie chart view of the current status of all lines and
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

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

Real Time information

The information displayed in the Queue # Real Time - Chart window includes:

Queue # Real Time - Chart

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 Queue # Real Time - Agents window includes:

Queue # Real Time - Agents

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

37

The Queue # Real Time - Status window shows three boxes containing the following
information:

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)

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

Management Reports

9

Introduction

Enterprise Edge Call Center Reporting automatically collects and collates statistical data from
Enterprise Edge Call Center. From this data, Enterprise Edge Call Center Reporting produces a
comprehensive range of management reports to help you manage the performance of the 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 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 ability to select either the current day’s information (Current Reports) or a period of time
now past (Historic Reports) can further define the reports. In fact, any individual hour, day, week
or month can be viewed using the Enterprise Edge 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 System Manager window.

2. Select System, Queue 1, or Queue 2 as required.

3. Select Current Reports.

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

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.

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Management 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 System Manager window.

2. Select System, Queue 1, or Queue 2 as required.

3. Click Historical Reports…. The Historical Report calendar window will open with

the current month displayed.

39

The Calendar window

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

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

6. 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.

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

button.

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40

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

Weekly button.

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

Monthly button.

Note: 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… - allows you to print management reports.
Close - closes the Report Manager window.

View

Graph - allows you to view and open report in a graphical format (if available).
Numeric - 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 Call Center Reporting Set Up and Operation Guide Issue 01

Management Reports

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

copyright information.

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.

41

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 View and then Graph.

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42

Selecting Numeric from the View menu option changes the report back to a numerical format
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, then 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 Report

The Answered Call Report shows the total number of calls that were answered, and the
percentage of calls that were answered in the time frames configured in the Answer Time Bins.
The report shows both line and agent information.

Answered Call Report – Numerical View (System level)

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

Management Reports

Abandoned Call Report

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.

43

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 an announcement and any calls that
abandon due to no agents being available. The report shows both line and agent information.

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44

Incoming Call Report – Numerical View (System level)

The line information includes:

Title Description

TOTAL IN Total number of incoming Enterprise Edge 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 Call Center extensions.

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

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.

Agent Activity Report

The Agent Activity Report shows the total amount of time that agents spend logged in to
Enterprise Edge 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.

45

Agent Activity Report – Numerical View (Queue level)

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46

The agent information includes:

Title Description

LOG IN TIME Time spent logged in to the Enterprise Edge Call 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

The Average Time 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 Call Center Reporting Set Up and Operation Guide Issue 01

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 Average duration of each post-call wrap up

Management Reports

Average time a caller waits before abandoning.

call.

made or received by agents.

time.

47

System Capacity Report

The System Capacity 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.

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48

System Capacity Report – Numerical View (System Level)

The line information includes:

Title Description

ALL LINES BUSY ­NUMBER
ALL LINES BUSY ­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 Call Center Reporting Set Up and Operation Guide Issue 01

Management Reports

Call Profile Report

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.

49

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.
AVERAGE TIME ­WAITING
AVERAGE TIME -ABD. Average time a caller waited before abandoning.
GOS % The Grade of Service figure - the percentage of calls

Issue 01 Enterprise Edge 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

50

Agent Profile Report

The Agent Profile Report is only available from the System level. It provides detailed
information on the activity of each individual agent. Use the 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 out.
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 Call Center Reporting Set Up and Operation Guide Issue 01

Number of incoming calls the agent answered.

Number of outgoing calls made by the agent.

Management Reports

Summary Report

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.

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

To print a report from the Report Manager window:

1. Click File from the menu bar.

2. Select Print…. This will open the Print Option window.

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52

3. Click the Report Type(s) to be printed.

The Print Option window

4. Click the Format required.

5. Click Print.

Note: If a Graphical 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 window, click Management-Info.

2. Select Queue 1 or Queue 2 as required.

3. Click on Abandoned Caller ID Report….

4. Select the day required.

5. Click Open.

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53

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 Level.

2. Click Print….

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.

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Configuration Report

This report will display all the configuration settings of your Enterprise Edge Call Center
Reporting. This report is only available from the System level.

To view the Configuration Report:

1. Click Management-Info from the System Manager window.

2. Select System.

3. Click Configuration Report.

The configuration settings can be displayed for the System or for each Queue by clicking on the
tabs at the bottom of the window.

The Configuration Report

To print the Configuration Report:

1. Click Level from the System Manager window.

2. Click Print….

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

Management Reports

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

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 window.

To schedule a print run:

1. Click Management-Info on the menu.

55

2. Select System, Queue 1, or Queue 2.

3. Click Print Schedule. This will open the Print Schedule window.

Print Schedule window

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56

4. Click Activate Print Schedule on the Daily, Weekly and Monthly tabs as required.

5. Click the Report Type to be printed in this schedule.

6. Click the Report Format required.

Note: If the Graphical option is chosen then those reports that are only available in

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

Note: For Daily and Weekly schedules, a day and time must be entered. For

8. Click the Abandoned Caller ID tab and select a time Interval for printing the

Abandoned Caller ID report.

9. Click OK to save the Print Schedule.

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

Monthly schedules, a time must be entered, as the day will automatically be
the first day of the following month.

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

Index

A

Abandon Time Bins, 43
Abandoned Call Report, 43
Abandoned Caller ID Report, 52
Abandoned calls, 22, 25, 26, 35, 51, 52
Accessing Current Reports, 38
Accessing Historical Reports, 39
Adding a Wallboard, 23
Adding agents, 21
Adding lines, 20
Agent Activity Report, 45
Agent ID number, 21
Agent Profile Report, 50
Agent Status, 7, 32, 37
Agents, 7, 12, 21, 24, 26, 27, 28, 29, 32, 33,

34, 35, 36, 37, 43, 44, 45, 47, 48, 50
Alarm conditions, 23
Alarm Threshold, 28
Answer Time Bins, 42
Answered Call Report, 42
Assigning Wallboard, 24
Average tab, 32
Average Time Report, 46

B

Buzzer, 24, 26, 28, 29

C

C drive folders, 9
Call center performance, 25, 33, 38, 49, 51
Call Profile Report, 32, 49
Call Waiting Alarm, 32
Changing Agent information, 21
Changing configuration, 15, 19
Changing lines, 20
Changing serial ports, 22
Changing Wallboard Schedule, 30
Changing Wallboard settings, 23
Closing the RDB Server, 16
Closing the user interface, 16
Configuration of lines, 20
Configuration Report, 54

Index

Configuration window, 17
Connecting Wallboard, 23
Creating Wallboard alarm, 28
Creating Wallboard message, 27
Creating Wallboard Schedule, 29
Critical threshold, 28
Current Reports, 38

57

D

Daily reports, 39
Default Log In password, 22
Deleting Agents, 21
Deleting lines, 20
Deleting Wallboard Alarm, 29
Deleting Wallboard messages, 27
Deleting Wallboard schedule, 30
Desktop icon, 9
Documentation, 6, 23

E

Editing Agent information, 21
Editing lines, 20
Editing Wallboard alarm, 29
Editing Wallboard messages, 27
Editing Wallboard Schedule, 30
Enterprise Edge, 9, 10
Enterprise Edge Call Center, 6, 9, 15, 16, 20,

23, 32, 38, 45

Enterprise Edge Call Center Reporting, 5, 6,

7, 9, 11, 12, 13, 15, 16, 17, 19, 20, 21, 22,

23, 24, 25, 31, 32, 33, 38, 41, 54
Erasing Wallboard messages, 27
Exiting, 16

F

Feature card, 7
Folders on C drive, 9
Forgotten password, 22

G

Grade of Service, 25, 26, 32, 35, 37, 44, 51
Graphical format, 33, 40, 41, 52

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

58

Index

H

Hardware, 5
Help Topics, 17, 41
Historical reports, 39
Hourly reports, 39
How this guide is organized, 5
How to use this guide, 5

I

Icon, 15, 16, 17, 41
ID number of agent, 21
Incoming Call Report, 43
Installation, 5, 9, 13
Installation prerequisites, 9
Installing Wallboard, 23

K

Key performance statistics, 49
Keycode, 10

P

Password, 15, 22
Password resetting, 22
PC requirements, 7
PC specification, 8
Peak tab, 32
Primary Alert, 32
Print, 16
Print Schedule, 51, 55
Printing reports, 40, 51, 52, 53
Problem solving, 12

Q

Queue, 7, 12, 17, 20, 21, 22, 23, 24, 26, 27,

28, 29, 31, 33, 34, 35, 36, 37, 38, 39, 42,

45, 46, 54, 55
Queue Level, 26, 31, 33, 36, 38, 42, 45, 46
Queue names, 21

R

L

Line configuration, 20
Line information, 44
List of reports, 40
Logging in, 15, 16
Logging out, 16

M

Management reports, 7, 16, 32, 38, 40, 55
Maximum capacity, 47
Minimum PC specification, 8
Monthly reports, 40
Multiple Client software, 10, 11
Multiple Wallboards, 7, 23

N

Naming Queues, 21
Numerical format, 33, 40, 41, 51, 52, 56

O

On-line help, 41
Other documents, 6, 23

RDB Server, 7, 9, 12, 15, 16, 17, 22
Real Time, 7, 27, 31, 32, 33, 35, 36
Reference material, 6
Removing Agents, 21
Removing lines, 20
Removing Wallboard Alarm, 29
Removing Wallboard messages, 27
Removing Wallboard Schedule, 30
Report Manager window, 38, 40, 41, 51
Reports, 7, 16, 20, 22, 31, 32, 38, 39, 40, 41,

56
Resetting password, 22
Restarting, 12

S

Schedule for printing, 55
Sending Wallboard messages, 28
Serial port, 8, 22, 23
Service Status, 37
Service Target, 31, 32
Setting up statistics, 31
Shorekarn Wallboards, 24
Shortcuts to options, 41
Software, 7
Software version, 17, 41

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

Index

59

Solving problems, 12
Spectrum Wallboards, 24
Starting, 12, 15
Stat Time Bin, 22
Statistical averages, 32
Statistical peaks, 32
Statistical set up, 31
Statistics, 7, 9, 16, 22, 31, 32, 38, 40, 49, 51
Status Bar, 17
Summary Report, 32, 42, 51
System Capacity Report, 47
System Level, 28, 31, 33, 34, 35, 38, 44, 45,

46, 48, 50, 52, 54

System Manager window, 16, 23, 27, 38, 39,

52, 54, 55

T

TCP/IP protocol, 8, 10
Text messages, 23, 26
Threshold, 22, 28, 37
Title of Wallboard, 24
Toolbar, 17
Traffic Analysis tab, 32
Traffic Status, 37
Troubleshooting, 12

Type of wallboard, 24

U

User ID, 15
User interface, 7, 16

V

Viewing Reports, 41

W

Wallboard, 7, 8, 22, 23, 24, 26, 27, 28, 29,

30
Wallboard alarm, 26, 28
Wallboard buzzer, 24, 26, 28, 29
Wallboard display, 23
Wallboard ID number, 23
Wallboard messages, 26
Wallboard parameters, 23, 25
Wallboard schedule, 26, 29, 30
Wallboard Summary, 25
Wallboard Title, 24
Weekly reports, 40

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