CCC Report Manager
User Manual
40DHB0002USBD Issue 1 (06/06/2001)
Contents
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User Manual 40DHB0002USBD Issue 1 (06/06/2001)
Introduction ......................................................................................................... 3
General ................................................................................................................. 3
Report Manager .................................................................................................... 4
Using this Manual.................................................................................................. 5
Report Server ...................................................................................................... 6
Archiver................................................................................................................. 6
Report Scheduler ................................................................................................ 8
Overview............................................................................................................... 8
Starting Report Scheduler..................................................................................... 8
Editing Tasks ...................................................................................................... 11
Task History........................................................................................................ 11
Report Scheduler Preferences ............................................................................ 12
Report Viewer.................................................................................................... 13
General ............................................................................................................... 13
Launching Report Viewer.................................................................................... 13
Managing Report Viewer..................................................................................... 15
Opening a Corporate Document ......................................................................... 17
Refresh Corporate Document ............................................................................. 18
Viewing the Results of a Report.......................................................................... 19
Printing Reports .................................................................................................. 21
Reports for Scheduled Processing.................................................................. 22
Overview............................................................................................................. 22
Submitting a Report ............................................................................................ 23
Trouble Shooting .............................................................................................. 24
Report Viewer ..................................................................................................... 24
Index................................................................................................................... 25
Contents
Introduction General
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User Manual 40DHB0002USBD Issue 1 (06/06/2001)
Introduction
General
Compact Contact Center (CCC) provides the user with the necessary tools
to facilitate the management of call traffic. They are designed to provide a
tightly integrated real time and historic reporting package and wallboard
support for the eBusiness digital communications platform. The product
consists of a set of fully integrated modules sharing a common database
utilising Interactive Directory and Database (IDD) technology.
The suite of modules consists of the following applications:
• Call Center View (CCV):
Provides a management package for telephone based staff and
supports any size Customer Facing Department (CFD) or call center.
To effectively control customer service levels, real time human
resource management is essential and the Call Center View has been
specially designed to manage the CFD’s or call center’s most valuable
and expensive asset – its people.
• Call Center View Alarm Reporter:
Provides information (for each Call Center View Profile) about alarms
that have occurred within the Contact Center. The detailed alarm
information for each directory number is presented in report format,
which can then be printed.
• Wallboard Manager:
Real time information from the call center is essential to react to
constantly changing telephone traffic levels and provide excellent
customer service. Wallboards allow managers and staff to monitor the
service being provided and respond immediately. Wallboards provide
current information on the number of calls waiting, response times and
service levels.
• PC Wallboards
The PC Wallboard delivers traditional wall mounted wallboard
functionality to the desktop but with the additional benefit of each PC
Wallboard agent being able to configure and monitor a personalised
view of the contact center. The PC Wallboard also enables agents to
increase their productivity and maintain revenue levels with the added
benefit of managing customer callback requests.
• Report Manager:
Provides in depth historical reporting on CFD or call center activity. In
addition to call information, the Report Manager also reports agent
activity. This powerful package allows individual call records to be
stored and reported upon months later.
• Report Designer:
The Report Designer is a software tool used for querying and
reporting. It enables the user to create reports that contain data from
their call center database and schedule reports to be updated and
printed.
• CCC User Access.
This allows the user to have security and store their personal view of
the call center activity.
Introduction Report Manager
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User Manual 40DHB0002USBD Issue 1 (06/06/2001)
Report Manager
The Report Manager provides in depth historical reporting on Call Center
activity. In addition to reporting on call information the Report Manager
allows reporting on agent activity enabling human resource management.
The product is supplied with Corporate Document templates which may be
parameterised by the user to create standard ‘management ready’ reports.
With Report Manager, you can:
– Access reports that contain data from the Archiver;
– Organize and print reports;
– Refresh report data;
– Schedule reports to be refreshed, printed, or save reports as HTML
documents on web servers.
Report Manager comprises of two elements - Report Server and Report
Viewer.
Report Server
Report
Scheduler
Archiver
Report Viewer
Report Manager
The Report Server stores Call Records (SMDR’s), along with agent status
information records, into a Microsoft SQL database. Microsoft’s SQL is a
resilient, open, industry standard architecture for data storage. Microsoft’s
SQL incorporates automatic back-up routines and replication ensuring data
is stored reliably. Call records store detailed information about every call
such as time of call arrival, intended recipient, answering agent, Caller ID
etc. In fact, the SMDR record contains up to 37 fields of data per call.
Report Server comprises of two elements – Archiver and Report Scheduler
Report Server allows up to 9 Report Viewers and providing users access to
a central source of data across the network.
Archiver obtains and accumulates the information from the telephone
system via the Delta Server.
Report Scheduler offers scheduled or batch processing of documents. End
users do not communicate directly with Report Scheduler. They
communicate via the repository within the Report Viewer application.
Report Viewer is a software tool to integrate reporting and analysis. It
allows you to schedule Corporate Documents that display accurate, up-todate data.
Repository is a centralised set of data structures stored on a database. It enables
the users to share resources in a controlled and secured environment.
Introduction Using this Manual
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Using this Manual
This manual covers the procedures of the Report Manager application. It is
divided into the following sections:
Report Server
• Archiver
• Report Scheduler
Report Viewer
• Corporate Documents
Microsoft Office Compatible
Report Manager is a Microsoft Office compatible product, which means that
its toolbars, menus, and accelerator keys are similar to those, used by
Microsoft Office. If you are already using Office or an Office Compatible
product, you will see that many tasks can be completed in a similar manner
in Report Viewer. These similarities make it easier for you to use the
Office Compatible products together.
• Office Compatible Features Supported by Report Viewer
Report Viewer contains toolbars similar to the ones in Microsoft Office.
You can print a document just by pressing the Print button on the
Standard toolbar. You can discover each button’s function by pointing
to it with the mouse to activate a ToolTip that displays the button’s
name.
• Using Report Viewer with Microsoft Office
Transfer data in the Report Viewer window to Microsoft Office by
using the Export to External Format dialog box, choose copy to DDE.
Doing so transfers the data in the current data provider to an Office
application.
Report Server Archiver
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Report Server
Archiver
Archiver obtains and accumulates the information from the telephone
system via the Delta Server. It resides on a Windows NT Server PC called
ARCHIVERSQL. Every time the Server PC is switched on, the Archiver is
launched automatically. A telephone icon appears in the Windows
Taskbar. If you double click on the Icon the Archiver screen will show, see
example below. If the Archiver is not running you can start it by:
1. Ensure that the Delta server is running.
2. Click the Start button on the Windows taskbar.
3. Point to Programs and then to CCC.
4. Click Archiver from the sub-menu.
The information on the screen is as follows:
• Status - Indicates the status of the Archiver.
• Started - Indicates the date and time Archiver was launched.
• Last Msg At - Indicates the last message received from the Delta
Server.
• Received - Indicates the number of messages received from the Delta
Server during this session.
• In Queue - Indicates the number of messages waiting to be stored in
the database.
• Indexed - Indicates the number of messages that have been indexed.
• Rejected - Indicates the number of SMDR messages that were
rejected by the Archiver because of corruption or invalid message in
the telephone system database. Rejected is incremented when an
SMDR is corrupted owing to external factors (e.g. cable breakage, or
data corruption in the database). This figure should never increment.
If it does, it is advisable to check all cables, network setting, names in
the database, etc. Occasionally SQL problems can also cause an
increase in this number. If this occurs, check the System and/or SQL
Events Log.
SQL Server – The name of the SQL server.
• Delta Server - The name of the delta server.
• Archiver Metrics – Indicates the number of SMDR messages
received by the Archiver.
• Archiver Activities – Indicates the number of Agent activity messages
received by the Archiver. This figure will be considerably higher than
the Archiver Metrics figure.
• Archiver Call Flow – Indicates the number of Call Flow messages
received by the Archiver. Call Flow metrics are only available when
configured in Voice Mail.
Report Server Archiver
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Connection to Delta Server
To connect to a different Delta Server within the network:
1. From the Configure menu, select Change Delta Server.
2. At the warning screen click OK. A screen will appear which indicates
that the Archiver has located the available Delta Servers. If the
required Delta Server is listed, select it and then click the Connect
button.
3. If the required Delta Server is not listed, click the Advanced button.
4. Select one of the options and then click the Search button.
5. Select the required Delta Server and then click the Connect button.
Refresh
This option allows you to update the information displayed on the Archiver
screen.
To update information:
1. From the View menu, select Refresh.
To alter the interval at which the information is updated:
1. From the View menu, select Interval.
This option also allows you to select the interval at which the
information is updated. The intervals are 0.5, 1, 2, 5 and 30 seconds.
The default is set to 1 second.
2. Select on the required interval.
Language
This option allows you to change the language of the Archiver.
To change the language:
1. From the Configure menu, point to Language.
2. Select the required language.
Enable Log File
This feature is for Technical Support Engineers use only. The option
allows you to save all the rejected messages onto a disk file.
When the Archiver Enable Log File option on the Configure menu is
selected, the Archiver will write any rejected messages along with the
reason for rejection to a log file.
The log file is created is "C:\ Archiver.log".
This option is for support purposes and should only be enabled at the
request of Technical Support personnel.
Note: To close the Archiver screen, from the File menu, select Close.
To quit the Archiver application, from the File menu, select Stop and Exit.
Report Scheduler Overview
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User Manual 40DHB0002USBD Issue 1 (06/06/2001)
Report Scheduler
Overview
The Report Scheduler integrates with the Report Manager to provide report
clients the ability to schedule reports to run at chosen intervals. The
Report Scheduler makes use of the Report Repository database to store
scheduled reports and associated schedule details. It is, therefore,
installed as part of the Report Manager installation. It is designed to put
the call center manager in control of their call center.
Starting Report Scheduler
Every time the Server PC is switched on, the Report Scheduler is launched
automatically. To amend the auto start facility, refer to page 12.
If the Report Scheduler is not running you can start it by:
1. Click the Start button on the Windows taskbar.
2. Point to Programs.
3. Point to CCC.
4. Click Scheduler from the sub-menu.
The Report Scheduler window lists the tasks sent for processing. For each
task, the window displays such information as the document name. Status,
owner, priority and submission date.
The Schedule List Screen
The Taskbar Area
The left side of the taskbar at the bottom of the screen displays the current
state of the scheduler. Detailed below are the various states.
−
Ready: The scheduler is idle
−
Connecting: An attempt to connect to the repository database is in
progress.
−
Not Connecting: the scheduler is not currently connecting to the
repository. This state is associated with a red warning triangle.
−
Running: A scheduled task is being executed.
The right side of the taskbar displays the date and time that the schedule
was last refreshed. This value is taken from the SQL server and is
formatted according to the language selected for the application.
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