Avaya Reporting for Contact Center Manuale Utente

BCM Contact Center Document Number: NN40040-302 Document Status: Standard Document Version: 05.01 Date: September 2006 Reporting for Contact Cen

10 List of Tables NN40040-302

Using Reporting for Contact Center NN40040-302 100 4. The reports are generated for a calendar week. From the list, select the day on which the Weekl

Using Reporting for Contact Center 101 Reporting for Contact Center Setup and Operations Guide Figure 81: Add Weekly Schedule page – example schedul

Using Reporting for Contact Center NN40040-302 102Weekly Schedules Skillsets The Weekly Schedule - Skillsets page allows you to select which Skillset

Using Reporting for Contact Center 103 Reporting for Contact Center Setup and Operations Guide To save your Weekly Schedule Skillsets selections, cli

Using Reporting for Contact Center NN40040-302 104 Figure 83: Your Weekly Schedules page with a Schedule in the list Note that each Schedule can be

Using Reporting for Contact Center 105 Reporting for Contact Center Setup and Operations Guide Activate Click Activate to enable the Print Schedul

Using Reporting for Contact Center NN40040-302 106 Figure 84: Edit Weekly Schedule page This page is set up exactly like the Add Weekly Schedule pag

Using Reporting for Contact Center 107 Reporting for Contact Center Setup and Operations Guide Delete Click Delete to remove the Schedule from the sys

Using Reporting for Contact Center NN40040-302 108 Figure 85: Your Monthly Schedules page Perform the following steps to add a Monthly Schedule: 1.

Using Reporting for Contact Center 109 Reporting for Contact Center Setup and Operations Guide Figure 86: Add Monthly Schedule page 2. To set a nam

11 Reporting for Contact Center Setup and Operations Guide How to Use this Guide Introduction This guide is designed to allow an Administrator or Use

Using Reporting for Contact Center NN40040-302 110 In the Report period start time and Report period end time lists, specify the period in each day fo

Using Reporting for Contact Center 111 Reporting for Contact Center Setup and Operations Guide Her schedule is called MonthlyCalls. The reports start

Using Reporting for Contact Center NN40040-302 112 Figure 88: Monthly Schedule - Skillsets page • For information about using Skillset selection lis

Using Reporting for Contact Center 113 Reporting for Contact Center Setup and Operations Guide pages 176 (Agent Audit Report), 176 (Activity Code Repo

Using Reporting for Contact Center NN40040-302 114 Figure 89: Your Monthly Schedules page with a Schedule in the list Note that each Schedule can be

Using Reporting for Contact Center 115 Reporting for Contact Center Setup and Operations Guide Activate Click Activate to enable the Print Schedule so

Using Reporting for Contact Center NN40040-302 116 This page is set up exactly like the Add Monthly Schedule page, except the fields and check boxes a

Using Reporting for Contact Center 117 Reporting for Contact Center Setup and Operations Guide Real Time From the User Main Menu page shown in Figure

Using Reporting for Contact Center NN40040-302 118• For information about using Skillset selection lists, see page 92. • For information about using

Using Reporting for Contact Center 119 Reporting for Contact Center Setup and Operations Guide Delayed indicates the number of calls that are currentl

How to Use this Guide NN40040-302 12How to get Help This section explains how to get help for Nortel products and services. Getting Help from the Nor

Using Reporting for Contact Center NN40040-302 120GOS Indicates the grade of service currently offered to incoming callers. Skillset Mode Indicates wh

Using Reporting for Contact Center 121 Reporting for Contact Center Setup and Operations Guide Real Time Agent Summary Figure 93: Real Time Agent Sum

Using Reporting for Contact Center NN40040-302 122answer it, and Nortel Reporting for Contact Center automatically took the call back to the Skillset

Using Reporting for Contact Center 123 Reporting for Contact Center Setup and Operations Guide Media Type Media Type indicates whether the line of sta

Using Reporting for Contact Center NN40040-302 124On Hold Indicates how many calls are placed on hold. Longest Waiting Time Longest Waiting Time indic

Using Reporting for Contact Center 125 Reporting for Contact Center Setup and Operations Guide Agent Indicates the name of the Agent and indicates the

Using Reporting for Contact Center NN40040-302 126 The wording Break Time represents an Agent in Break Time.  The wording Calls Held represents an

Using Reporting for Contact Center 127 Reporting for Contact Center Setup and Operations Guide Agent Alarms The Agent Alarms option allows you to set

Using Reporting for Contact Center NN40040-302 128 Select Agent Alarm Setup to view the Agent Alarm Setup Skillset selection page shown in Figure 97:

Using Reporting for Contact Center 129 Reporting for Contact Center Setup and Operations Guide Figure 97: Agent Alarms Setup page When you select yo

13 NN40040-302 Introduction Nortel Reporting for Contact Center is a browser-based Real Time information and Historical Reporting tool for the Nortel

Using Reporting for Contact Center NN40040-302 130Incoming Non-Contact Center Agent has answered a non-Contact Center Call from an external party Not

Using Reporting for Contact Center 131 Reporting for Contact Center Setup and Operations Guide Wallboard Setup If your supervisor has assigned you the

Using Reporting for Contact Center NN40040-302 132Contact Center Connection page, page 58. Message Formats The information sent to the wallboards is

Using Reporting for Contact Center 133 Reporting for Contact Center Setup and Operations Guide parameter display is removed from ipView SoftBoard for

Using Reporting for Contact Center NN40040-302 1344. If it is not valid, then the third alarm is checked to see whether it is valid. In this way, all

Using Reporting for Contact Center 135 Reporting for Contact Center Setup and Operations Guide Figure 99: Wallboard Menu page The Wallboard Setup op

Using Reporting for Contact Center NN40040-302 136 Figure 100: Wallboard Assignment page You can delete wallboards or edit their settings. In the ex

Using Reporting for Contact Center 137 Reporting for Contact Center Setup and Operations Guide Figure 101: Add Wallboard page 2. In the IP/Network

Using Reporting for Contact Center NN40040-302 138In other words, assigning a wallboard to be a System wallboard causes Nortel Reporting for Contact C

Using Reporting for Contact Center 139 Reporting for Contact Center Setup and Operations Guide Figure 102: Wallboard Setup page with wallboard listed

Introduction NN40040-302 14Administrators and Users The two types of Nortel Reporting for Contact Center users are Administrators and Users. In addit

Using Reporting for Contact Center NN40040-302 140 Figure 103: Edit Wallboard page The Edit Wallboard page is set up exactly like the Add Wallboard p

Using Reporting for Contact Center 141 Reporting for Contact Center Setup and Operations Guide Figure 104: Edit Parameters page The Edit Parameters p

Using Reporting for Contact Center NN40040-302 142To return to the Wallboard Setup page without saving any changes, click Cancel. You are prompted to

Using Reporting for Contact Center 143 Reporting for Contact Center Setup and Operations Guide Figure 105: Assigned Messages page Click Add to view

Using Reporting for Contact Center NN40040-302 144 Figure 106: Add Message page Type your message text in the blank field. Note that if you includ

Using Reporting for Contact Center 145 Reporting for Contact Center Setup and Operations Guide Figure 107: Add Message page – example text In the ex

Using Reporting for Contact Center NN40040-302 146To leave the Add Messages page without saving any changes, click Cancel. The Assigned Messages page

Using Reporting for Contact Center 147 Reporting for Contact Center Setup and Operations Guide You can use the Edit button to edit the details of a Me

Using Reporting for Contact Center NN40040-302 148 Figure 110: Add Alarm page Follow these steps to specify an alarm: 1. In the Wallboard Skillset l

Using Reporting for Contact Center 149 Reporting for Contact Center Setup and Operations Guide alarm conditions for different Skillsets, and these dif

Introduction 15 Reporting for Contact Center Setup and Operations Guide Nortel Reporting for Contact Center software on the Web Host PC communicates

Using Reporting for Contact Center NN40040-302 150 5. In the Threshold field, enter a numerical threshold against which the parameter value is compar

Using Reporting for Contact Center 151 Reporting for Contact Center Setup and Operations Guide Figure 111: Example Settings for a Multi Alarm Period

Using Reporting for Contact Center NN40040-302 152The second Alarm Period begins at 17:30 in the evening. The comparison is >=, so the Alarm is tri

Using Reporting for Contact Center 153 Reporting for Contact Center Setup and Operations Guide Figure 112: Assigned Alarms page with an Alarm configu

Using Reporting for Contact Center NN40040-302 154 Figure 113: Assigned Schedules page The Assigned Schedules page displays a list of the assigned Sc

Using Reporting for Contact Center 155 Reporting for Contact Center Setup and Operations Guide Figure 114: Add Schedule page Follow these steps to c

Using Reporting for Contact Center NN40040-302 1562. From the Day list, select the day on which the Schedule operates. You can set a Schedule to oper

Using Reporting for Contact Center 157 Reporting for Contact Center Setup and Operations Guide The example Assigned Schedules page shows the newly cr

Using Reporting for Contact Center NN40040-302 158Click Cancel to leave the Edit Schedules page without saving any edits. The Assigned Schedule page s

Using Reporting for Contact Center 159 Reporting for Contact Center Setup and Operations Guide • For more information about using Skillset selection

Introduction NN40040-302 16Microsoft Windows Server 2003 Standard Edition Web Server Nortel Reporting for Contact Center has been verified with Micro

Using Reporting for Contact Center NN40040-302 160 • If the New message field does not contain any text, the displayed message in the Existing messag

Using Reporting for Contact Center 161 Reporting for Contact Center Setup and Operations Guide Time Bins Setup The Time Bins option allows you to spec

Using Reporting for Contact Center NN40040-302 162 Figure 119: Time Bin Setup Skillset selection page The Time Bin Setup Skillset selection page allow

Using Reporting for Contact Center 163 Reporting for Contact Center Setup and Operations Guide Figure 120: Time Bins page 3. In the Answered Time B

Using Reporting for Contact Center NN40040-302 1644. Click Submit to save your settings. To close the Time Bins page without saving your changes, cl

Reports 165 Reporting for Contact Center Setup and Operations Guide Reports Reports Introduction General Nortel Reporting for Contact Center provides

Reports NN40040-302 166 Figure 121: Reports menu page Under Report Names each report is grouped according to its type, these are in order:  Agents

Reports 167 Reporting for Contact Center Setup and Operations Guide Follow these steps to obtain a report: Note: Due to licensing restrictions, only

Reports NN40040-302 168Selecting Agents. For information about selecting Activity Codes, refer to Selecting Activity Codes. 2. Next to the From Date

Reports 169 Reporting for Contact Center Setup and Operations Guide 4. If you intend to view your reports on screen, select the paper size of your p

Introduction 17 Reporting for Contact Center Setup and Operations Guide Microsoft Windows 2000 Professional SP4 Microsoft Windows XP Professional SP2

Reports NN40040-302 170 Figure 123: Print Status page Note: You can print only to printers that are configured and attached to the Web Host PC. 6. To

Reports 171 Reporting for Contact Center Setup and Operations Guide Figure 124: Cancel Print page 8. To view reports on screen, click View in the

Reports NN40040-302 172 Figure 125: Opening Report(s) window Selecting Skillsets If you select to generate any of the following reports, you must cho

Reports 173 Reporting for Contact Center Setup and Operations Guide  Activity Code Report by Skillset  Activity Code Report by Agent  Activity

Reports NN40040-302 174Selecting Agents If you select to generate the Agent Audit Report, you must select the Agents for which you want to generate th

Reports 175 Reporting for Contact Center Setup and Operations Guide  To select a range of Agents, click an Agent at the beginning (or end) of the

Reports NN40040-302 176Use the following techniques to select Activity Codes from the Activity Code List:  Click an unselected Activity Code once t

177 NN40040-302 Glossary Abandoned Calls... Abandoned Calls are calls that ring in to the system and the incoming caller clears down the call be

Glossary NN40040-302 178 Direct Call... From the point of view of any given Skillset, Direct Calls are calls that were presented direc

Glossary 179 Reporting for Contact Center Setup and Operations Guide Non-Contact Center Call State ... Grey is used for non-Contact

Introduction NN40040-302 18Operating System Microsoft Windows 2000 Professional SP4 Microsoft Windows XP Professional SP2 Web Server Nortel Reporting

Glossary NN40040-302 180Unstaffed Calls... Calls that were presented to the Skillset when there were no Agents logged in to handle those call

181 NN40040-302 References 1 Keycode Installation Guide (NN40010-301), Document Version 02.01, September 2006 2 Reporting for Contact Center – Repo

Index NN40040-302 182Index A Abandon Time Bins, 161, 177 Abandoned, 91, 101, 110, 119, 120, 123, 132, 161, 163, 172, 177, 178, 179 Abandoned Ca

Index 183 Reporting for Contact Center Setup and Operations Guide Internet Information Services, 16, 17, 18, 21, 29, 30, 31, 32, 33, 34, 48, 62 Introd

Index NN40040-302 184W Wallboard, 60, 69, 85, 131, 134, 135, 136, 137, 138, 139, 140, 141, 142, 147, 148, 153, 155, 158, 180 Wallboard Assignme

19 NN40040-302 Installation Introduction This chapter describes the installation prerequisites and the procedure for installing the Nortel Reporting f

Copyright © 2005–2006 Nortel Networks, All Rights ReservedThe information in this document is subject to change without notice. The statements, config

Installation NN40040-302 20Note: You DO NOT need to uninstall MySQL Servers and Clients 4.1.14 or the Java 2 Runtime Environment SE v.1.5.0. If requi

Installation 21 Reporting for Contact Center Setup and Operations Guide Figure 2: Delete Files Dialog 3. Select Delete all offline content, and then

Installation NN40040-302 22• Ensure you do not have a firewall blocking the following ports used for the CCRS: o Port 8088 – HTTP listening port o

Installation 23 Reporting for Contact Center Setup and Operations Guide Figure 4: BCM50 Administrator Applications page 5. Click the Contact Center

Installation NN40040-302 248. After the application downloads, double-click the application to launch the installation. The Welcome screen appears as

Installation 25 Reporting for Contact Center Setup and Operations Guide 11. Click Next. The Installing Contact Center Reporting Database screen appe

Installation NN40040-302 26 13. If you have MSDE installed, go to step 14. or If you do not have MSDE installed, click OK to install MSDE. Once MSDE

Installation 27 Reporting for Contact Center Setup and Operations Guide Figure 12: Contact Center Reporting Server Config screen 16. On the Contact

Installation NN40040-302 28 Figure 13: Test Complete with results and Success message box d. In the Success message box, click OK. e. In the Test

Installation 29 Reporting for Contact Center Setup and Operations Guide Figure 14: CCRS Setup Complete screen 17. Click Finish. Testing and changi

Table of Contents 3 Reporting for Contact Center Setup and Operations Guide Table of Contents List of Figures...

Installation NN40040-302 30You can install Microsoft Internet Information Services through the Add or Remove Programs dialog box, using the Add/Remove

Installation 31 Reporting for Contact Center Setup and Operations Guide Figure 16: Windows Components Wizard 4. Select Internet Information Service

Installation NN40040-302 32 Figure 17: Windows Components Wizard Installation Windows now installs your Internet Information Services component. You

Installation 33 Reporting for Contact Center Setup and Operations Guide Figure 18: Windows Components Wizard Installation Completed Click Finish to

Installation NN40040-302 34 Figure 19: Internet Information Services test page This window also contains useful information regarding your Internet In

Installation 35 Reporting for Contact Center Setup and Operations Guide To ensure correct operation of Nortel Reporting for Contact Center, observe t

Installation NN40040-302 36Center. The folder also contains the Nortel Reporting for Contact Center configuration and statistical database. Note: Be

Installation 37 Reporting for Contact Center Setup and Operations Guide Installing Nortel Reporting for Contact Center for a Business Communications M

Installation NN40040-302 38 Figure 20: Download the Reporting for Contact Center Software 5. Click Download Reporting for Contact Center on the rig

Installation 39 Reporting for Contact Center Setup and Operations Guide Figure 21: InstallShield Initialization Dialog 8. Once the files are extract

4 Table of Contents NN40040-302 Administration...

Installation NN40040-302 4010. The InstallShield Windows Installer Configuration dialog box shown in Figure 23: InstallShield Windows Installer Config

Installation 41 Reporting for Contact Center Setup and Operations Guide Figure 25: License Agreement Dialog Box 12. Read the Software License Agreem

Installation NN40040-302 42 13. Nortel recommends that you accept the location specified in the dialog box. If you do not wish to install Nortel Repor

Installation 43 Reporting for Contact Center Setup and Operations Guide 4.1 Server, see Figure 29: MySQL 3 Port Setter Dialog. The port number to be u

Installation NN40040-302 44 Figure 31: Database Installation Dialog Note: The MySQL database is not installed in the same folders as Nortel Reporting

Installation 45 Reporting for Contact Center Setup and Operations Guide Note: Before Nortel Reporting for Contact Center can operate correctly, you mu

Installation NN40040-302 462. Click Windows Firewall. The Windows Firewall dialog box appears. See Figure 35: Windows Firewall Dialog Box. Figure 3

Installation 47 Reporting for Contact Center Setup and Operations Guide Figure 36: Advanced Settings Dialog Box 5. Select Web Server (HTTP) and cli

Installation NN40040-302 487. Enter RCCRPT as the name for the new port and enter 6011 for the port number. Leave the connection type as TCP, and cli

Installation 49 Reporting for Contact Center Setup and Operations Guide 2. Double-click Web Sites. 3. Double-click Default Web Site. See Figure 39:

Table of Contents 5 Reporting for Contact Center Setup and Operations Guide Selecting Activity Codes ...

Installation NN40040-302 50 Figure 41: Application Configuration Dialog Box 3. Click the Options tab to view configuration options. See Figure 42: O

Installation 51 Reporting for Contact Center Setup and Operations Guide 5. Click OK. 6. From the Properties dialog box, click OK. Change 3: Create

Installation NN40040-302 52 Figure 44: Application Pool Identity Tab 9. Click OK, and then click Yes in the confirmation dialog box that appears. 10

Installation 53 Reporting for Contact Center Setup and Operations Guide 11. Right-click RCC and select Properties. The RCC Properties dialog box appea

Installation NN40040-302 54

55 NN40040-302 Administration This chapter describes the Nortel Reporting for Contact Center features for an Administrator user only. This includes co

Administration NN40040-302 56 Figure 47: Login page 2. Enter the username admin and the default password 0000, and click Login. You must change t

Administration 57 Reporting for Contact Center Setup and Operations Guide Figure 48: Change Password page Your password can be from 1 to 10 characte

Administration NN40040-302 58Contact Center Connection The Contact Center Connection page allows you to specify the network identifier (IP address or

Administration 59 Reporting for Contact Center Setup and Operations Guide Perform the following steps to configure the Contact Center Connection page

6 List of Figures NN40040-302 List of Figures Figure 1: Internet Properties Dialog Box ...

Administration NN40040-302 60Network Interface Card to use for communication with the wallboards. The Network Interface Cards are identified in the li

Administration 61 Reporting for Contact Center Setup and Operations Guide Figure 51: Download Status Window The RCC Database Update Complete field in

Administration NN40040-302 62 Your browser page may time out before the download is complete. This is not an error. Microsoft Internet Information Ser

Administration 63 Reporting for Contact Center Setup and Operations Guide Administration Menu When an Administrator logs in (unless they are logging i

Administration NN40040-302 64System Administration Select System Administration to view the System Administration Menu page shown in Figure 53: System

Administration 65 Reporting for Contact Center Setup and Operations Guide System Admin Settings System Admin Settings is a special utility that allow

Administration NN40040-302 66 To change the name of the System Administrator, provide a new name in the Please enter new username field, and the curre

Administration 67 Reporting for Contact Center Setup and Operations Guide Figure 55: User Admin page Add Users The first time you see this page, no U

Administration NN40040-302 68 Figure 56: Add User page This page allows you to enter the details of the new User. Follow these steps: 1. In the Fir

Administration 69 Reporting for Contact Center Setup and Operations Guide Note: The System Administrator, Users created as Administrators, Users who c

List of Figures 7 Reporting for Contact Center Setup and Operations Guide Figure 57: Details for new User Mary Smith...

Administration NN40040-302 70In the example shown in Figure 57: Details for new User Mary Smith, the new user Mary Smith has been added, with the RCC

Administration 71 Reporting for Contact Center Setup and Operations Guide to 0000 if they have forgotten their password click on the Reset Password bu

Administration NN40040-302 72Edit Users To edit User details, select the User from the list of configured users and click Edit. The Edit user page, s

Administration 73 Reporting for Contact Center Setup and Operations Guide In either case, the User Admin page appears. See Figure 55: User Admin page.

Administration NN40040-302 74 Figure 59: Skillset Assignment page The Skillet Assignment page lists each configured User. In Figure 59: Skillset Assi

Administration 75 Reporting for Contact Center Setup and Operations Guide Figure 60: Assigned Skillsets page Note: The Skillset names shown in Figu

Administration NN40040-302 76 Figure 61: Skillsets Assigned to User Mary Smith 4. To move a Skillset to the Unassigned Skillsets list, select the Sk

Administration 77 Reporting for Contact Center Setup and Operations Guide Select Maintenance to view the Maintenance Menu page, shown in Figure 62: Ma

Administration NN40040-302 78 Figure 63: System Status page You normally need to refer to this page only upon instruction of Support Personnel. Logg

Administration 79 Reporting for Contact Center Setup and Operations Guide Figure 64: Logging Menu page Various diagnostic logs are always running wh

8 List of Figures NN40040-302 Figure 117: Instant Messages page...

Administration NN40040-302 80 Figure 65: Logging Menu page with logging stopped When logging stops, you again see the Activate Logging button. Click

Administration 81 Reporting for Contact Center Setup and Operations Guide 2. Click OK to launch the ModifyDatabase.bat file. You will see a Command P

Administration NN40040-302 82Reporting Click Reporting to view the Main Menu page, shown in Figure 67: Main Menu page. Figure 67: Main Menu page T

Using Reporting for Contact Center 83 Reporting for Contact Center Setup and Operations Guide Using Reporting for Contact Center This chapter describ

Using Reporting for Contact Center NN40040-302 84 Figure 68: Change Password page In the New password field, enter a new password. The password can

Using Reporting for Contact Center 85 Reporting for Contact Center Setup and Operations Guide Figure 69: User Main Menu page The page shown in Figur

Using Reporting for Contact Center NN40040-302 86Print Schedules You can configure Print Schedules so that Nortel Reporting for Contact Center automat

Using Reporting for Contact Center 87 Reporting for Contact Center Setup and Operations Guide Figure 70: Print Schedules page Daily Schedules Select

Using Reporting for Contact Center NN40040-302 88 Figure 71: Your Daily Schedules page Perform the following steps to add a Daily Schedule: 1. Clic

Using Reporting for Contact Center 89 Reporting for Contact Center Setup and Operations Guide Figure 72: Add Daily Schedule page The Add Daily Sched

List of Tables 9 Reporting for Contact Center Setup and Operations Guide List of Tables Table 1: Administrator and User Permissions...

Using Reporting for Contact Center NN40040-302 90Note: Daily Reports print on the day following the day which is being reported. That is, if you selec

Using Reporting for Contact Center 91 Reporting for Contact Center Setup and Operations Guide Mary Smith selected the Answered Calls, Abandoned Calls

Using Reporting for Contact Center NN40040-302 92The Daily Schedule Skillsets page allows you to select which Skillsets you wish to include in the gen

Using Reporting for Contact Center 93 Reporting for Contact Center Setup and Operations Guide Figure 75: Save Favourites page 2. Enter a name in t

Using Reporting for Contact Center NN40040-302 94the Favorites you create are accessible from any point within Nortel Reporting for Contact Center tha

Using Reporting for Contact Center 95 Reporting for Contact Center Setup and Operations Guide Figure 76: Your Daily Schedules with a Schedule in the

Using Reporting for Contact Center NN40040-302 96Activate Click Activate to enable the Print Schedule so that the schedule is printed when the schedul

Using Reporting for Contact Center 97 Reporting for Contact Center Setup and Operations Guide Figure 77: Edit Daily Schedule page This page is set

Using Reporting for Contact Center NN40040-302 98Delete Click Delete to remove the Schedule from the system and to remove its listing from the Your Da

Using Reporting for Contact Center 99 Reporting for Contact Center Setup and Operations Guide Perform the following steps to add a Weekly Schedule: