Avaya CCM3.1 User Manual

CCM3.1

Alarm Reporter

38DHB0002UKEL Issue 3 (18/07/2002)

Contents

Introduction ................................................................................................................................ 3

General....................................................................................................................................................... 3

INDeX Call Center View Alarm Reporter.................................................................................................... 4

INDeX Taskbar ........................................................................................................................................... 4

INDeX CCV Alarm Reporter.......................................................................................................5

General....................................................................................................................................................... 5

Starting the CCV Alarm Reporter............................................................................................................. 5

Administering Alarm Reporter.................................................................................................. 6

Configuration Pane..................................................................................................................................... 6

Days Tab ................................................................................................................................................. 6

Device Types Tab.................................................................................................................................... 6

Alarm States Tab ..................................................................................................................................... 6

Alarm Levels ............................................................................................................................................ 6

Dn List Pane ............................................................................................................................................... 7

Sort Dn List .............................................................................................................................................. 7

Refresh Dn List ........................................................................................................................................ 7

Report Pane ............................................................................................................................................... 8

Select a Report ........................................................................................................................................ 8

Sort Reports............................................................................................................................................. 9

Refresh Report ........................................................................................................................................ 9

Preview/Print Report................................................................................................................................ 9

Appendix................................................................................................................................... 10

Toolbar Commands .................................................................................................................................. 10

Menu Options ........................................................................................................................................... 11

File Menu ............................................................................................................................................... 11

Options Menu ........................................................................................................................................ 11

Setup Menu ........................................................................................................................................... 11

Report Menu .......................................................................................................................................... 11

Index.......................................................................................................................................... 13

CCM3.1 Page 2 Alarm Reporter 38DHB0002UKEL Issue 3 (18/07/2002)

Introduction General

Introduction

General

Contact Center Modules (CCM) provide 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 INDeX 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 contact 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 contact 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 a in report format, which can then be printed.

Wallboard Manager:

Real time information from the contact 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 etc.

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 contact 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 contact center database and schedule reports to be updated and printed.

INDeX Taskbar:

Enforces the user rights and password protection as well as providing a single point of access to the Contact Center Modules.

CCM3.1 Page 3 Alarm Reporter 38DHB0002UKEL Issue 3 (18/07/2002)

Introduction INDeX Call Center View Alarm Reporter

INDeX Call Center View Alarm Reporter

The INDeX Call Center View Alarm Reporter has been designed to enhance the exception management used by the INDeX Call Center View. The Alarm Reporter enables the contact center supervisor to look back on the performance of the contact center, on a daily or weekly basis, by reporting on certain criteria predefined by the contact center supervisor.

To view the alarm reports you must be logged on to the INDeX Taskbar with Administrator Access Level. As an Administrator, you can only view the historic alarm reports for the profiles that you have created within the INDeX CCV. The historic alarm information is available to view for each individual profile. Only one profile at a time can be analysed.

To obtain a historic alarm report file you must ensure that the relevant option is selected within the Alarm Setup options on the INDeX CCV application. The alarms can only be reported on a weekly basis for each individual profile. There is a separate file for each day of the week. The INDeX CCV will overwrite an existing file for the current day.

There are two types of reports:

Breakdown Reports display detailed analysis of the alarm information

•

for the selected directory number.

• Summary Reports display an overview of the historic alarm information

for the selected directory number.

Each report can be previewed prior to printing in either landscape or portrait orientation. The Report Preview is not dependent upon any printer drivers being installed on the PC. However, if a printer driver is not installed, the print facilities of the application will be disabled.

INDeX Taskbar

The title of the report signifies the type of report, i.e. Breakdown or Summary. The report also displays the date and time that the data contained in the table was generated along with the INDeX Taskbar User name and the INDeX CCV Profile Name.

INDeX Taskbar provides the ability to launch the INDeX CCM applications. The INDeX Taskbar also provides built in security through a logon procedure; i.e. you must log on to the INDeX Taskbar before launching the INDeX CCM applications.

Further details on the INDeX Taskbar are available from the INDeX

Taskbar User Manual.

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INDeX CCV Alarm Reporter General

INDeX CCV Alarm Reporter

General

Before starting the CCV Alarm Reporter, you must ensure you have logged on to the INDeX Taskbar with your User Name and Password.

Note: You can only use this application with the access level of Administrator.

Starting the CCV Alarm Reporter

CCV Alarm Reporter can be launched by:

1. Click the Start button on the Windows taskbar.

2. Point to Programs and then to INDeX CCM.

3. Click CCV Alarm Reporter from the sub-menu.

The screen is divided into three sections:

1. Configuration pane. The view in this pane will vary, depending which tab is selected. Each tab allows you to select different options.

2. Dn List pane. In this pane, you can view the directory numbers for which historic alarm information can be reported.

3. Report pane displays a report of historic alarm information for a selected directory number.

Select Profile

If there is no information showing in the DN list, make sure that a profile has been selected. See the section called "File Menu" on page 11 for information on how to change the profile.

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