Avaya NN44400-710 User Manual
Avaya Aura™ Contact Center
Performance Management
NN44400-710
Document status: Standard
Document issue: 02.03
Document date: 12 November 2010
Product release: Release 6.0/6.1
Job function: Administration
Type: Technical Publication
Language type: English
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Content s
New in this release 7
Features 7
Other changes 7
Introduction 9
Performance management fundamentals 11
11
Filters 11
Thresholds 12
Historical statistics 12
Real-time statistics 12
Access and partition management 13
Crystal Reports 13
Filter management 15
Creating a filter in Real-time Reporting 15
Creating a filter in Historical reporting 16
Adding skillset elements to a filter 16
Adding application elements to a filter 17
Adding agent elements to a filter 18
Removing elements from a filter 19
Deleting a filter 19
Applying filters to real-time displays 20
Applying supervisor-reporting agent combinations to real-time displays 20
Removing filters from a real-time display 2 1
Real-time Reporting 23
Logging on to Real-Time Reporting 23
Creating a private real-time display 24
Making a public copy of a private real-time display 25
Deleting public displays 26
Applying custom formulas to real-time displays 26
Starting a network summary 27
Printing a summary chart 27
Printing a real-time display 28
Deleting a private display 28
Deleting an exported real-time display grid 29
Viewing the non-staffed skillsets 29
Contact Types 7
Summarized historical statistics interval 7
Expert consultation 7
Real-time Reporting Dashboard Display 7
Network-consolidated displays 13
Nodal displays 13
NN44400-710 Contact Center Performance Management 12 November 2010 3
Contents
Exported displays 31
Exporting summary charts 31
Exporting network summary charts 32
Viewing an exported real-time display 33
Exporting real-time display grids 33
Changing the file name prefix of exported real-time display grids 33
Changing the path to export a summary chart 34
Printing a real-time display grid 35
Graphical displays 37
Adding a graphical display 38
Opening a graphical display 39
Deleting a graphical display 39
Making a public copy of a graphical display 40
Assigning threshold alerts to a nodal real-time display 41
Configuring an agent map 43
Adding agents to an agent map 44
Arranging agents in an agent map using drag and drop 45
Arranging agents in an agent map automatically 45
Customizing the agent map layout 46
Resizing an agent map 46
Changing the header format of icons in an agent map 46
Zooming in or out on an agent map display 47
Activate a display from an agent map 48
Activate an agent details window from an agent map 48
Configuring a billboard display 49
Configuring a chart display 50
Creating a private collection 52
Creating a private billboard collection 53
Creating a public collection or public billboard collection 53
Arranging the billboards in a billboard collection 54
Real-time report customization 55
Creating a Real-time Dashboard display 56
Adding charts to the Real-time Dashboard 56
Changing chart properties in the Real-time Dashboard display 57
Removing display charts from the Real-time Dashboard display 57
Saving the real-time display 58
Adding a new column to a real-time display 59
Customizing display properties 59
Changing the refresh rate of a real-time display 60
Changing the font size in a real-time display grid 60
Changing the chart type for a site summary 61
Changing the color settings of a real-time display grid 61
Changing the fill color of a summary chart 62
Changing column names 63
4 NN44400-710 Contact Center Performance Management 12 November 2010
Changing the column width in a real-time display 63
Rearranging columns in a real-time display 64
Changing the data collection mode of a real-time display 64
Changing the title of a real-time display grid 65
Deleting columns from a real-time display 65
Moving the chart contents within the window 66
Rotating a summary chart 66
Increasing or decreasing the summary chart size 67
Zooming in on areas of a summary chart 6 7
Contact Center Multimedia reports 69
Creating a CCMM report template for user-created reports 69
Importing a CCMM user-created report 70
Historical Reporting 73
Logging on to Historical Reporting 74
Applying filters to network consolidated historical reports 74
Defining the selection criteria 75
Opening a public, private, or shared report 77
Running an Ad hoc report 78
Running a parameter report Ad hoc 79
Exporting an Ad hoc report 80
Creating a shared or private report 81
Defining the report output 82
Importing a report 84
Importing a parameter report 85
Editing a report 86
Printing an ad hoc report 87
Scheduling a report 88
Printing a report schedule 91
Activating a scheduled report 92
Deactivating a scheduled report 92
Selecting the network sites for a network consolidated report 93
Adding the euro symbol to a custom report 94
Running a report from a different time zone 95
Deleting a report 95
Expert reports 97
Defining a connection to the server 98
Defining the Sybase DSN 98
Installing the Caché ODBC driver (CCMS) 99
Defining the Caché ODBC DSN (CCMS) 101
Installing the Caché JDBC Driver 101
Running the Database View Definition report 102
Installing the Caché ODBC driver (CCMM) 102
Defining the DSN (CCMM) 103
Creating a report and connecting to the database (Crystal) 104
Contents
NN44400-710 Contact Center Performance Management 12 November 2010 5
Contents
Changing a database alias 105
Setting the page orientation 106
Creating reports using Microsoft Excel 106
Creating reports using Microsoft Access 107
Saving a report template in Crystal Reports 11 109
Importing a user-created Crystal Report 110
Linking subreport Ti mestamp fields 111
Adding customized formulas to a report (Crystal) 112
Creating a custom report 113
Statistics configuration 115
Creating custom formulas 116
Modifying custom formulas 119
Deleting a custom formula 119
Configuring historical statistics data collection 120
Configuring historical statistics collection on the NCC 121
Configuring real-time statistics collection 122
Report Creation Wizard 125
Starting Report Creation Wizard 126
Opening an existing report 126
Creating a simplified report 126
Creating an advanced report 133
Creating an integrated report 138
Saving a report 139
Previewing a report 139
Importing a report to Historical Reporting 140
Defining configuration settings 143
Defining selection criteria 145
Moving a field 146
Resizing an object 147
Adding a text field 147
Modifying object properties 148
Suppressing a report section 149
Adding a field to or removing a field from a report 150
Adding a formula to or removing a formula from a report 151
Sorting the direction of a group, field or formula 151
Sorting the order of a field or formula 152
Editing a Report Creation Wizard report in Historical Reporting 153
Viewing or modifying the object name in Crystal Reports 153
Customizing the Report Creation Wizard template logo 154
Applying template changes to existing reports 155
6 NN44400-710 Contact Center Performance Management 12 November 2010
New in this release
The following sections detail what is new in the Avaya Aura™ Contact Center
Performance Management Data Dictionary (NN44400-117) Release 6.0/6.1.
Navigation
• Features (page 7)
• Other changes (page 7)
Features
See the following sections for information about features:
• Contact Types (page 7)
• Summarized historical statistics interval (page 7)
• Expert consultation (page 7)
• Real-time Reporting Dashboard Display (page 7)
Contact Types
Reports include the following new contact types:
• Scanned document
• Fax
•SMS
•Voice mail
Summarized historical statistics interval
Summarized historical statistics are statistics accumulated over a period of time. The
new default value is three minutes.
Expert consultation
A peer-to-peer expert consultation is an agent-initiated outgoing contact made while the
agent has an existing primary contact already opened. Such consultation contacts are
initiated by using a user interface (UI) feature in the Avaya Aura™ Agent Desktop client.
This feature is available only for SIP-enabled contact centers.
Real-time Reporting Dashboard Display
The Contact Center Manager Administration Real-time reporting displays provide you
with up-to-date statistics for your contact center and resources.
Other changes
There are no other changes in this release.
NN44400-710 Contact Center Performance Management 12 November 2010 7
New in this release
8 NN44400-710 Contact Center Performance Management 12 November 2010
Introduction
This document provides the procedures to generate performance manageme nt reports
for Avaya Aura™ Contact Center Release 6.0/6.1.
Prerequisites
• Ensure that you have the most recent documentation. Documentation is available
on the Avaya web site at www.avaya.com/support.
• Install the Contact Center Server software.
• Install the following Contact Center components:
— Contact Center Manager Administration
— Contact Center Multimedia (optional)
Navigation
• Performance management fundamentals (page 11)
• Filter management (page 15)
• Real-time Reporting (page 23)
• Exported displays (page 31)
• Graphical displays (page 37)
• Real-time report customization (page 55)
• Contact Center Multimedia reports (page 69)
• Historical Reporting (page 73)
• Expert reports (page 97)
• Statistics configuration (page 115)
• Report Creation Wizard (page 125)
NN44400-710 Contact Center Performance Management 12 November 2010 9
Introduction
10 NN44400-710 Contact Center Performance Management 12 November 2010
Performance management fundament als
This section provides an overview of performance management reporting tools and
utilities.
Navigation
• Filters (page 11)
• Thresholds (page 12)
• Historical statistics (page 12)
• Real-time statistics (page 12)
• Access and partition management (page 13)
• Crystal Reports (page 13)
Filters
In Avaya Aura™ Contact Center, you can create filters. Each filters contains only one
type of data: skillsets, applications, route numbers, route names, DNIS numbers, or
DNIS names. However, you can use the Contact Server filter-importing utility to import
filters into Contact Center Manager Administration that you create and save in the A vaya
Aura™ Contact Center. After, you can add various types of data to the filters.
You can configure skillset, application, and agent filters, and filters with a combination
of the three data types.
Use filters to specify the skillset, application, and agent data that you want to see in the
real-time displays. In the Filters window, configure the filters from all elements in the
partition assigned to you. After, you can assign the filters to your private real-time
displays.
The real-time displays show subtotals of data for each filter , which further divide into the
subtotals for each site that belongs to the filter. For network consolidated real-time
displays, the system calculates the network total for each of the two types of statistics:
• for raw statistics, such as the number of calls answered, the network total is the sum
of all filter subtotals.
• for calculated statistics, such as the average answer delay, the network total is the
amount reached after applying the appropriate formula to the sum of all individual
statistics in the column. The system does not use the subtotal values in this
calculation.
NN44400-710 Contact Center Performance Management 12 November 2010 11
Performance management fundamentals
With the filters feature you select the sites and site resources to include in a network
consolidated report, for example, the Network Consolidated Skillset Performance
Report. After you create a filter, you can include the filters whenever you generate a
report. You can create multiple filters, by selecting different sets of sites an d resources
for reporting.
You can also run filters from Historical Reporting in Contact Center Manager
Administration.
Thresholds
You can assign threshold alerts to real-time and graphical displays. Assign colors to
threshold settings to highlight text when a threshold level is exceeded.
You can define threshold values for system activity. These values result in three
operational levels:
• Below level 1: Based on the statistic type. The level can indicate normal contact
center operation and no action required (that is, the lower the number of calls
waiting, the better), or it can signify an alert situation that requires attention.
• Greater than or equal to level 1 and less than or equal to level 2: This level can
indicate a required action to prevent contact center performance from moving
beyond acceptable operating levels.
• Above level 2: Based on the statistic type, this level can mean normal contact center
operation and no action required (that is, the higher the service level percentage, the
better), or it can signify an alert situation that requires attention.
Historical statistics
Use the Historical Reporting component to generate reports detailing the past
performance of a contact center. In the Historical Reporting window, you can select the
server in Contact Center Manager Server from which you want to run and schedule
performance, configuration, and network reports (if you work in a networked
environment). These reports can help you to monito r system performance by providing
information about system activity.
You must have Historical Statistics access to configure the Historical statistics. You can
configure historical statistics collection options, such as the values for general system
parameters, the types of call flow , agent, and IVR historical sta tistics to be collected, and
the applications for which call-by-call data collects.
Real-time statistics
The Contact Center Manager Administration Real-Time Reporting displays provide
up-to-date statistics for your contact center and resources. You can view changes in call
activity in real time, such as the number of calls waiting to be answered, the nu mber of
agents assigned to each skillset, and the number of abandoned calls.
12 NN44400-710 Contact Center Performance Management 12 November 2010
You must have Real-Time Statistics access to configure these statistics. You can
configure collection options, the data collection interval, and the minimum refresh rate.
Two types of real-time statistics are available: network consolidated and nodals.
Network-consolidated displays
Y ou can view the network-consolidated displays only if you have the networking feature
enabled and you have access to a Network Control Center (NCC) server. These
displays provide an overall, real-time view of contact center activities across a network
linked by multiple servers in Contact Center Manager Server.
Nodal displays
Nodal displays provide a real-time view of contact center activities for a specific cont act
center.
Access and partition management
Contact Center Manager Administration includes four main components that help
administrators control the data that users can access in the contact center. The
administrator can use these components to tailor access right s to suit every user in the
contact center. The following four components are available:
Performance management fundamentals
• basic access rights to each component in Contact Center Manager Administration
• partitions
• supervisor-reporting agent combinations
• access classes
The first level of security is the overall right to access the applications within Contact
Center Manager Administration. When an administrator defines Contact Center
Manager Administration users in Access and Partition Management, the administrator
specifies the applications that the user can access.
The next level of security involves partitions, supervisor-reporting agent combinations,
and access classes. The administrator can use partitions and supervisor-reporting
agent combinations to specify the data that Contact Center Manager Administration
users can view and manage. The administrator can use access classes to control the
actions that users can perform in the Contact Center Management, Scripting, Historical
Reporting, Real-Time Reporting, and Configuration components.
Crystal Reports
You can use Crystal Reports to design and generate reports from a wide range of data
sources. To generate revenue reports containing currency symbols such as the euro
symbol, you must modify an existing report template or create a new report template,
and then import the custom report into Contact Center Manager Administration. Y ou can
use the Template Importing Wizard to import report templates into Contact Center
Manager Administration that you create using the Crystal Reports.
NN44400-710 Contact Center Performance Management 12 November 2010 13
Performance management fundamentals
14 NN44400-710 Contact Center Performance Management 12 November 2010
Filter management
You can use filters to specify the skillsets, applications, the agents that you want to see
in the real-time display grids, and the agents that you want to see in the agent map
graphical displays.
Prerequisites to filter management
• Ensure that you have access to Filters.
• Ensure that you do not log on as webadmin.
Navigation
• Creating a filter in Real-time Reporting (page 15)
• Creating a filter in Historical reporting (page 16)
• Adding skillset elements to a filter (page 16)
• Adding application elements to a filter (page 17)
• Adding agent elements to a filter (page 18)
• Removing elements from a filter (page 19)
• Deleting a filter (page 19)
• Applying filters to real-time displays (page 20)
• Applying supervisor-reporting agent combinations to real-time displays (page 20)
• Removing filters from a real-time display (page 21)
Creating a filter in Real-time Reporting
Create filters to specify the skillsets, applications, and agents that you want to see in the
real-time display grids, and the agents that you want to see in the agent map graphical
displays.
Prerequisites
• Log on to Real-Time Reporting. See Logging on t o Real-T ime Reporting (pa ge 23).
• Ensure that you have access to filters.
• Ensure that you do not log on as the webadmin.
Procedure steps
Step Action
1 From the Filters menu, select Manage Filters.
NN44400-710 Contact Center Performance Management 12 November 2010 15
Filter management
2 From the Filters menu, select Add Filter.
3 In the New Filter Name box, type the name of the filter. You can use only alphanumeric
characters; do not use special characters.
4 Click Submit to save the filter.
Creating a filter in Historical reporting
Create and use the filters in the Historical Reporting application for Network
Consolidated reports.
Prerequisites
• Log on to Historical Reporting.
Procedure steps
Step Action
1 Select Filters, Manage Filters.
--End--
2 Click Filter, Add Filter.
3 In the box, enter the name of the new filter.
4 Click Submit.
5 Click the required resource tab.
6 Select the required resource.
7 Click Submit.
Adding skillset elements to a filter
You must add skillset elements to a filter to view the statistics that you require.
Prerequisites
• Log on to Real-Time Reporting or Historical Repo rting. See Logging on to Real-Time
Reporting (page 23) or Logging on to Historical Reporting (page 74).
• Create at least one filter. See Creating a filter in Real-time Reporting (page 15).
--End--
• Ensure that you have access to filters.
• Ensure that you do not log on as the webadmin.
16 NN44400-710 Contact Center Performance Management 12 November 2010
Procedure steps
Step Action
1 From the Filters menu, select Manage Filters.
2 In the left pane, select the filter to edit.
3 Select the Contact Center Manager Server on which to add the elements.
4 Select the Skillsets tab.
5 Click the Assign Skillsets heading.
6 From the list, select contains, is equal to, or start with.
7 In the box, type the skillset name.
8 Click Search.
9 In the list of available skillsets, select the check box for each skillset to add to the filter.
OR
To select all available skillsets, select the Select All check box.
10 Click Submit to save your changes.
Filter management
--End--
Adding application elements to a filter
To specify a server, you must add application elements.
Prerequisites
• Log on to Real-Time Reporting or Historical Repo rting. See Logging on to Real-Time
Reporting (page 23) or Logging on to Historical Reporting (page 74).
• Create at least one filter. See Creating a filter in Real-time Reporting (page 15).
• Ensure that you have access to filters.
• Ensure that you do not log on as the webadmin.
Procedure steps
Step Action
1 From the Filters menu, select Manage Filters.
2 In the left pane, select the filter to edit.
3 Select the Contact Center Manager Server on which to add the elements.
4 Select the Application tab.
5 In the list of available applications, select the check box for each application to add to
the filter.
NN44400-710 Contact Center Performance Management 12 November 2010 17
Filter management
6 To choose all available applications, select the Select All check box.
7 Click Submit to save your changes.
Adding agent elements to a filter
Include specific agents’ statistics by adding agent elements.
Prerequisites
• Log on to Real-Time Reporting or Historical Repo rting. See Logging on to Real-Time
Reporting (page 23) or Logging on to Historical Reporting (page 74).
• Create at least one filter. See Creating a filter in Real-time Reporting (page 15).
• Ensure that you have access to filters.
• Ensure that you do not log on as the webadmin.
--End--
Procedure steps
Step Action
1 From the Filters menu, select Manage Filters.
2 In the left pane, select the filter to edit.
3 Select the Contact Center Manager Server on which to add the elements.
4 Select the Agents tab.
5 Click the Assign Agents heading.
6 From the first list, select Last Name, First Name, Department, Comment, or Login
ID.
7 From the second list, select contains, is equal to, or start with.
8 In the box, type a value to search.
You can search for up to five levels by selecting And or Or from the last list.
9 Click Search.
Agents that match your criteria appear in a table.
10 In the list of available agents, select the check box for each agent to add to the filter.
OR
To choose all available agents, select the Select All check box.
11 Click Submit to save your changes.
--End--
18 NN44400-710 Contact Center Performance Management 12 November 2010
Removing elements from a filter
To modify the report display, remove elements from a filter.
Prerequisites
• Log on to Real-Time Reporting or Historical Repo rting. See Logging on to Real-Time
Reporting (page 23) or Logging on to Historical Reporting (page 74).
• Create at least one filter. See Creating a filter in Real-time Reporting (page 15).
• Ensure that you have access to filters.
• Ensure that you do not log on as the webadmin.
Procedure steps
Step Action
1 From the Filters menu, select Manage Filters.
Filter management
2 In the left pane, select the filter from which to remove applications, skillsets, or agents.
3 Clear the check boxes for each skillset, application, or agent to remove from the filter.
4 Click Submit to save your changes.
Deleting a filter
If you need to rename a filter, you must delete the filter and create a new one with the
new name.
Prerequisites
• Log on to Real-Time Reporting or Historical Repo rting. See Logging on to Real-Time
• Create at least one filter. See Creating a filter in Real-time Reporting (page 15).
• Ensure that you have access to filters.
• Ensure that you do not log on as the webadmin.
--End--
Reporting (page 23) or Logging on to Historical Reporting (page 74).
Procedure steps
Step Action
1 From the Filters menu, select Manage Filters.
2 In the left pane, select the filter to dele te.
NN44400-710 Contact Center Performance Management 12 November 2010 19
Filter management
3 In the right pane, click Delete Filter.
4 In the message box that appears asking you to confirm your choice, click OK.
Applying filters to real-time displays
Use the Filters page to apply filters to customize your real-time displays. You can apply
a filter, a supervisor-reporting agent combination, or both.
Prerequisites
• Log on to Real-time reporting. See Logging on to Real-Time Reporting (page 23).
• Create at least one filter. See Creating a filter in Real-time Reporting (page 15).
• Ensure that you have access to filters.
• Ensure that you do not log on as the webadmin.
--End--
Procedure steps
Step Action
1 In the left pane, under the server containing the real-time display to which to apply
filters, select the Private Tabular Displays folder.
2 Click the private display to customize.
3 Click the Filters tab.
4 From the list of available filters, select the check box for each filter to assign to the
real-time display.
OR
T o assign all of the availa ble filters (and supervisor-reporting agent combinations listed,
if you customize the Standard Agent display), click Select All.
5 Click Submit to save your changes.
6 Click Launch Display to start the display and view your changes
--End--
Applying supervisor-reporting agent combinations to real-time displays
You can apply supervisor-reporting agent combinations to the Standard Agent Display.
20 NN44400-710 Contact Center Performance Management 12 November 2010
Prerequisites
• Log on to Real-Time Reporting. See Logging on to Real-Time Reporting (page 23).
• Ensure that you have access to filters.
• Ensure that you do not log on as the webadmin.
Procedure steps
Step Action
1 In the left pane, select the server co ntaining the Standard Agent real-time display to
which to apply supervisor-reporting agent combinations.
2 Select the Private Tabular Displays folder.
3 Click the private agent display to customize.
4 Click the Filters tab.
5 From the list of available supervisor-reporting agent combinations, sele ct the check box
for each supervisor to assign to the real-time display.
6 To assign all the available supervisor-reporting agent combinations and all filters, click
Select All.
7 Click Submit to save your changes.
Filter management
8 Click Launch Display to start the display and view your changes.
Removing filters from a real-time display
To modify a real-time display, you can remove a filter that you do not require.
Prerequisites
• Log on to Real-Time Reporting. See Logging on to Real-Time Reporting (page 23).
• Ensure that you have access to filters.
• Ensure that you do not log on as webadmin.
Procedure steps
Step Action
1 In the left pane, select the server that contains the real-time display from which to
remove filters.
2 Select the Private Tabular Displays folder
--End--
3 Click the display to customize.
4 Click the Filters tab.
NN44400-710 Contact Center Performance Management 12 November 2010 21
Filter management
5 From the list of assigned filters, clear the check box for each filter to remove from the
real-time display.
6 To remove all of the filters from the real- tim e disp la y, click Clear All.
7 Click Submit to save your changes
--End--
22 NN44400-710 Contact Center Performance Management 12 November 2010
Real-time Reporting
The Contact Center Manager Administration (CCMA) Real-Time Reporting displays
provide up-to-date statistics for your contact center and resources. With access to
statistics that update in real time, such as the number of calls waiting to be answered,
the number of agents assigned to each skillset, and the numbe r of abandoned calls, you
can view changes in call activity as they occur.
If you use Avaya and Predictive Outbound Real-time displays from CCMA, an agent’s
status is different for each display.
Prerequisites to real-time reports
• Ensure that you have access to the Real-Time Reporting (RTR) component and
associated access class elements.
Navigation
• Logging on to Real-Time Reporting (page 23)
• Creating a private real-time display (page 24)
• Making a public copy of a private real-time display (page 25)
• Deleting public displays (page 26)
• Applying custom formulas to real-time displays (page 26)
• Starting a network summary (page 27)
• Printing a summary chart (page 27)
• Printing a real-time display (page 28)
• Deleting a private display (page 28)
• Deleting an exported real-time display grid (page 29)
• Viewing the non-staffed skillsets (page 29)
Logging on to Real-Time Reporting
Access Real-Time Reporting, by logging on to RTR.
Prerequisites
• Ensure that you have access to Real-Time Reporting.
Procedure steps
Step Action
NN44400-710 Contact Center Performance Management 12 November 2010 23
Real-time Reporting
1 Log on to Contact Center Manager Administration.
2 On the launchpad, click Real-Time Reporting.
The Real-Time Reporting window appears.
Creating a private real-time display
Create a private real-time display to customize real-time displays.
For more information about customizing real-time displays. See Real-time report
customization (page 55).
Prerequisites
• Create a copy of a public display template. See Making a public copy of a private
real-time display (page 25).
--End--
• Log on to Real-Time Reporting. See Logging on to Real-Time Reporting (page 23).
Procedure steps
Step Action
1 In the left pane, click the server on which to create a private real-time display.
2 Select the Public Tabular Displays folder.
3 From the expanded Public Tabular Displays folder, select the display to copy.
4 In the Public Display window, type the name of you r new private display. You can use
only alphanumeric characters in the display name; do not use special characters.
When you copy a display, the system gives the new display a default name in the
format [server name]_[display name]. Because each private display must have a
unique name, you must type a new name if you save a private display with the same
default name.
5 To save the display in the Private Tabular Displays folder, click Make Private Copy.
6 On the Properties page, you can change the colors, font size, and the refresh rate.
--End--
24 NN44400-710 Contact Center Performance Management 12 November 2010
Making a public copy of a private real-time display
After you customize a real-time display and save it in your Private Tabular Displays
folder, you can share the display with other users by making a public copy. Y ou can copy
the display to the Public Tabular Displays folder on the currently selected server or
across all servers on the network to which you have access.
For information about making public copies of graphical displays, see Making a public
copy of a graphical display (page 40) or Creating a public collection or public billboard
collection (page 53).
Procedure steps
Step Action
1 Log on to the Real-Time Reporting component.
2 In the left pane, click the Contact Center Manager Server on which to create a public
copy of a private real-time display.
3 Select the Private Tabular Displays folder.
4 From the expanded Private Tabular Displays folder, select the display to copy.
5 At the bottom of the Properties page, type the name of the display as you want it to
appear in the Public Tabular Displays folder.
Real-time Reporting
Attention: You can use only alphanumeric characters in the display name; do not use special
characters. You cannot type the same name used by one of the Standard Public displays
because you cannot overwrite these displays. If you type the same nam e as an existing copied
display; then you overwrite the existing display.
6 Select the servers on which you want the public copy of your private display to appear.
Y ou can cho ose the current server on which you save the private display o r all servers
to which you have access.
If you have access to an NCC server and you copy a nodal display across all serve rs,
you do not see the nodal display on the NCC server. You can copy nodal real-time
displays to every server on the network except the NCC server . Likewise, you can copy
private network-consolidated displays to the Public Tabular Displays folder only on the
NCC server (that is, you cannot copy these displays across all servers in the network).
7 Click Make Public Copy to save the private display in the Public Tabular Displays
folder.
8 In the Public Display window, you can view the public display, make a new private
copy of it, or, if you are an administrator logged on as webadmin, you can delete the
display.
--End--
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Real-time Reporting
Deleting public displays
If required, you can delete custom public displays. You cannot delete standard public
displays (the displays that come with the Contact Center Manager Administration
software).
Prerequisites
• Ensure that you log on to Contact Center Manager Administration as the webadmin
administrator.
• Log on to Real-Time Reporting.
Procedure steps
Step Action
1 In the left pane, navigate to the public display to delete.
2 In the Public Display window, click Delete Public Display.
3 In the message box that asks you to confirm your choice, click OK.
Attention: The same public display can exist on multiple servers if the user who saved it chose
to copy it to all servers on the network. If you delete the display on one server , you do not delete
all copies.
--End--
Applying custom formulas to real-time displays
After you create custom formulas in the Formula Editor, apply them to your private
real-time displays in the Real-Time Reporting component.
You can customize only the columns in private displays. If you choose a public display,
you must first copy and save it in your Private Displays folder before you can customize
the columns. See Creating a private real-time display (page 24).
Procedure steps
Step Action
1 In the Real-Time Reporting main window , select the Private T abular Display s folder
under the server containing the display to customize.
2 Click the display to customize.
3 Click the Columns tab.
4 From the Available Fields list, select the formula to add to the real-time display.
5 Click Add Field.
6 Click Submit to save your changes.
26 NN44400-710 Contact Center Performance Management 12 November 2010
7 Click Launch Display to view your changes.
Starting a network summary
You can start a performance summary chart in bar format of all sites in the network (if
you work in a networked environment). The chart updates at the same refresh rate as
the real-time display grid.
Procedure steps
Step Action
1 Log on to Real-Time Reporting.
2 In the left pane, click the NCC server.
3 Navigate to the network summary chart.
4 Click Network Summary.
Real-time Reporting
--End--
The chart appears approximately after a 5-second delay.
Printing a summary chart
If you require a hard copy, you can print a summary chart.
Prerequisites
• Ensure that a NCC server is available.
Procedure steps
Step Action
1 Log on to Real-Time Reporting.
2 In the left pane, click the server on which the summary chart is stored.
3 Navigate to the summary chart.
4 Click Print.
5 In the Print dialog box, from the Printer Name list, select the desired printer.
--End--
To view the summary chart in color, select a color printer.
6 Click OK.
--End--
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Real-time Reporting
Printing a real-time display
If you require a hard copy, you can print a real-time display.
Procedure steps
Step Action
1 Log on to Real-Time Reporting.
2 In the left pane, click the server on which the real-time display is stored.
3 Navigate to the real-time display.
4 Click Print.
5 In the Print dialog box, from the Printer Name list, select the desired printer.
6 Click OK.
--End--
Deleting a private display
Delete private tabular and graphical displays.
After you delete a display, you cannot recover it.
Prerequisites
• At least one private display must exist
Procedure steps
Step Action
1 Log on to the Real-Time Reporting component.
2 In the left pane, click the server that contains the private display to delete.
3 Click the Private Tabular Displays folder to delete a private tabular display.
OR
Click the Private Graphical Displays folder to delete a private graphical display.
4 In the selected folder, click the private display to delete.
5 In the right pane, click Remove Private Display to delete a private tabular display.
OR
Click Remove Display to delete a private graphical display.
6 In the confirmation dialog box, click OK.
The system permanently deletes the display.
--End--
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Deleting an exported real-time display grid
You can delete real-time display grids from the Contact Center Manager Administration
server that you export as HTML files.
Procedure steps
Step Action
1 Log on to the Real-Time Reporting component.
2 From the Displays menu, click Manage Exported Displays.
3 In the right pane, select the check box for each exported file to delete.
4 To delete all files, click Select All.
5 Click Delete to remove the selected files from the Contact Center Manager
Administration server.
Real-time Reporting
--End--
Viewing the non-staffed skillsets
Use the Non-Staffed Skillsets window to view the list of all the skillsets of logged-on
agents from those agents included in the p artition assigned to you. Unlike the real-time
display from which you launch this window, the list of nonstaffed skillsets does not
refresh automatically. Instead, you must manually refresh the list to obtain the most
recent information.
Procedure steps
Step Action
1 Log on to the Real-Time Reporting component.
2 In the right pane, click the server and then click the folder that contains the skillset
display to launch.
3 Select the skillset display and in the left pane click Launch Display.
The display launches.
4 In the display, click Non-Staffed Skillsets.
The Non-Staffed Skillsets window appears, listing all of the skillsets within your partition
without logged-on agents.
5 Click Refresh.
--End--
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