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Table of contents How to use this guide........................................................................ 5 Introduction .............................................................................................................5 How this guide is organized....................................................................................5 Other documents ....................................................................................................6 System Overview ..........................
2 Table of Contents Help..................................................................................................................31 Configuring Nortel Networks Call Center Reporting .................... 33 Introduction ...........................................................................................................33 Configure window tabs .........................................................................................34 Company ..................................................
Table of Contents Help..................................................................................................................61 Viewing Reports....................................................................................................61 Report Types ........................................................................................................62 Answered Call..................................................................................................
How to use this guide 1 Introduction This guide is designed to assist a System Manager in the installation, set up and operation of Nortel Networks Call Center Reporting. ! Nortel Networks Call Center Reporting is common to both the Business Communications Manager 2.5 and the CallPilot 100/150 Call Center systems. On these platforms the software is simply referred to as Nortel Networks Call Center Reporting, and this is how it is referenced within this document. Use this guide as an ongoing reference.
6 System Overview Statistical Settings — explains how to tailor the analysis of the management information to suit your requirements. Real Time Information — describes how to access and view the Real Time management information provided by Nortel Networks Call Center Reporting. Management Reports — describes how to access and view the Current and Historic management information collected by Nortel Networks Call Center Reporting.
System Overview 7 2 System Overview Introduction Nortel Networks 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 Business Communications Manager 2.5 or CallPilot 100/150 Call Center system. ! Within this document the phrase ‘the Call Center platform’ is used to refer to either the Business Communications Manager 2.
8 System Overview Center platform and stores it on the hard disk of the Master Client PC. It is this stored information which provides the data for the reports. The RDB Server is the program used to gather and store the event data sent from the Call Center platform. 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. There can be only one PC on your network running the Master Client software.
System Overview 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 Windows 95TM rev B (or later version) operating system Network Interface Card TCP/IP protocol SVGA display Mouse (or other WindowsTM compatible Pointing Device) Operating System Compatibility Nortel Networks Call Center Reporting has been verified for correct operation on the following Oper
Installing Nortel Networks Call Center Reporting 3 Introduction This chapter describes installation prerequisites, how to install the Nortel Networks Call Center Reporting Master and Multiple Client software, troubleshooting tips and the folders created on the Nortel Networks Call Center Reporting Master and Multiple Client PCs. Installation prerequisites Before you install Nortel Networks Call Center Reporting Master Client software, you must: 1.
12 Installing Nortel Networks Call Center Reporting Installing Nortel Networks Call Center Reporting Master Client software Nortel Networks Call Center Reporting Master Client software automatically creates a folder called \Program Files\Nortel Networks\Call Center Reporting on the installation drive of the Master Client PC. This folder contains the application files used by Nortel Networks Call Center Reporting Master Client. It also contains the Call Center Reporting configuration database.
Installing Nortel Networks Call Center Reporting 13 2. On the Windows taskbar, click Start, point to Settings and then click Control Panel. The Control Panel window appears. (If you are using the Windows 2000 operating system, double click instead on Networking and Dial-up Connections. The Networking and Dial-up Connections window appears) 3. Double click on the Network Configuration tab displayed. icon .
14 Installing Nortel Networks Call Center Reporting 10. The Nortel Networks Connects Splash Screen and the Nortel Networks Call Center Reporting Welcome screens appear. 11. The Choose Destination Location window appears. 12. Click Next to accept the default location. To change the folder location, click Browse, choose another folder location and then click Next. As installation proceeds, a number of status dialog boxes appear, indicating the progress of the installation. The Setup Complete window appears.
Installing Nortel Networks Call Center Reporting 15 In order for Multiple Client PCs to have access to the Master Client PC, the network must be set up correctly and the Multiple Client PCs must be able to see and access the Call Center Reporting and Stats folders on the Master Client PC. There are certain settings on the Master Client PC that need to be correctly set. See the Section titled Master Client PC File Sharing below.
16 Installing Nortel Networks Call Center Reporting Sharing the Call Center Reporting Folder 7. Click Shared As. Make sure that the name displayed is Call Center with a single space between the word Call and the word Center and that there are no extra spaces after the word Center. ! Note that you are NOT changing the Folder Name, you are changing the Network Share Name. This is the name that the Multiple Client PCs will use to locate the Call Center Reporting folder on the Master PC, across the network.
Installing Nortel Networks Call Center Reporting 17 Installing Nortel Networks Call Center Reporting software onto additional PCs The Nortel Networks Call Center Reporting Multiple Client software can be loaded onto additional PCs so that multiple Supervisors/Managers can access the information stored on the Master Client PC. This is known as having Multiple Clients. (Also, see the sections above titled TCP/IP Protocol, and Master Client PC File Sharing.
18 Installing Nortel Networks Call Center Reporting 9. Several progress bars appear as the installation routine prepares itself. Presently the Nortel Networks Call Center Reporting Client language selection dialog appears. Select the language you wish to install, and then click OK. 10. Double-click on the Setup.exe file, select the language you wish to install, and then click OK. 11. The Nortel Networks Connects Splash Screen and the Nortel Networks Call Center Reporting Welcome screens appear. 12.
Installing Nortel Networks Call Center Reporting 19 ! Make sure you have clicked on the Call Center Reporting Client folder and NOT the Call Center Reporting Master folder. There can only be one PC on your network Configured as a Master Client. 5. Click on the Setup.exe file, and then click Open. The Browse window closes. 6. Click on OK in the Run dialog. 7. The Nortel Networks Connects Splash Screen and the Nortel Networks Call Center Reporting Welcome screens appear. 8.
20 Installing Nortel Networks Call Center Reporting The scenarios below assume you have accepted the default installation names and locations for Nortel Networks Call Center Reporting. If you changed the folder names or their locations, substitute the appropriate folder names in the following examples. ! Windows NT Workstation cannot connect to a shared folder on an Windows 95 PC.
Installing Nortel Networks Call Center Reporting 21 1. Using Windows Explorer, browse to the Call Center Reporting folder on the Nortel Networks Call Center Reporting Master PC. 2. Try to access this folder and you will be prompted for the Full Access password for the shared folder. Supply the password. (In Windows 95 and Windows 98, ensure the Save this password in your password list check box is checked, and click OK.
22 Installing Nortel Networks Call Center Reporting Troubleshooting Nortel Networks Call Center Reporting If the Master Client (including the RDB Server) is closed down and then restarted, Nortel Networks Call Center Reporting will restart with no knowledge of any Agents who are still Logged In to the Call Center, nor will it have any knowledge of any Calls which are already in progress. The system will log Agents back in automatically if they are available to answer calls.
Installing Nortel Networks Call Center Reporting 23 Networks Call Center Reporting, and re-start Nortel Networks Call Center Reporting once the Call Center platform has been re-started. If you had selected the Access to Configuration option before the Master Client PC was re-set, you might see the following dialog box when you try to Log In again with the Access to Configuration option selected.
24 Installing Nortel Networks Call Center Reporting In Windows 2000 the environment variables can be accessed as follows 1. 2. 3. 4. 5. 6.
Installing Nortel Networks Call Center Reporting 25 Not Ready Available Alarm Waiting Grey Blue Red Light Blue On a very few PCs the default colours do not appear as listed above. To obtain the default colours as listed above, switch to a higher or lower colour mode setting. (Right click on the PC desktop, and select Properties from the pop-up menu. Select the Settings tab, and adjust your colour settings to suit.
Using Nortel Networks Call Center Reporting 4 Starting Nortel Networks Call Center Reporting 1. To start the Nortel Networks Call Center Reporting Master Client, double-click on the Call Center Reporting icon on the desktop of the Master Client PC. Note: At the same time, the RDB Server will automatically open and start to collect data from the 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 Master Client PC Desktop.
28 Using Nortel Networks Call Center Reporting activities to only one Skillset enter a Skillset level (also called Supervisor level) User ID and Password. The Supervisor User Ids are 901 for Skillset One, 902 for Skillset Two and so on, up to 950 for Skillset Fifty. Note: The User IDs are pre-set at 900, 901, 902 … 950. and cannot be altered. The Passwords also default to 900, 901, 902 … 950, but the Passwords may be changed in the configuration.
Using Nortel Networks Call Center Reporting 29 2. You will be prompted for the System Manager User ID and Password. If you do not enter these correctly the Master Client software will not close down. Note: The RDB Server will remain operational even though the user interface is now closed. Closing the RDB Server (on the Master Client PC) 1. Double click the RDB Server icon on the Windows taskbar. This will open the Report Database Server window. 2. Click Exit. 3.
30 Using Nortel Networks Call Center Reporting Sign Through - (System Manager level only) allows you to access each of the Skillsets without having to Log Out from System Manager level and then Log In again using the Skillset level ID and Password. The Sign Through dialog appears which displays all of the 50 Skillsets. You can sign through to a Skillset by double clicking directly on the name of the Skillset, or by highlighting the Skillset you wish to sign through to, and then clicking the OK button.
Using Nortel Networks Call Center Reporting 31 Help Help Topics - opens the on-line help About Nortel Networks Call Center Reporting… - displays the software version number and copyright information.
Configuring Nortel Networks Call Center Reporting 5 Introduction Nortel Networks Call Center Reporting gathers data on events that occur within your Call Center system. For meaningful and accurate information to be collated, Nortel Networks Call Center Reporting must be suitably configured. The configuration options can be accessed from the System Manager menu by selecting System and then Configure….
34 Wallboards Configure window tabs Company Use this tab to enter details of your company. Your Company Name will be included in any printed reports. Skillsets Select this tab to upload the Skillset information, and to change the default Passwords for access to the Skillset Level (the Supervisor Password). If no information is uploaded from the Call Center, the Skillset names will default to Skill01, Skill02and so on to Skill50, and the Passwords will default to 901, 902 … 950.
Wallboards 35 4. Enter the new password in the New Password field. The Password must be a 3 digit number between 100 and 999. 5. You must re-enter the Password in the Confirm Password field. 6. Click OK. Lines Select this tab to upload or view the details of your Call Center lines. Note: Nortel Networks Call Center Reporting only gathers data from the Call Center system. The configuration does not affect the operation of the Call Center system.
36 Wallboards Agents Select this tab to upload or view the details of your agents. Note: In order that Nortel Networks Call Center Reporting truly reflects the activity or status of the Agents it is important that the Agent configuration correctly reflects the programming of your Call Center system. Nortel Networks Call Center Reporting only gathers data from the Call Center system. The configuration does not affect the operation of the Call Center system.
Wallboards 37 Nortel Networks Call Center Reporting Config Upload Window – Transfer Completed 6. Click OK. Stat Time Bin Select this tab to configure the time thresholds used in the statistical analysis of Answered and Abandoned Calls. Nortel Networks Call Center Reporting will provide statistical reports on the percentage of incoming calls answered and abandoned within each of your chosen Stat Time Bins.
38 Wallboards \Program Files\Nortel Networks\Call Center Reporting folder, and the Nortel Networks Call Center Reporting software re-installed to allow you to Log In. This would reset the password back to the default value of 900. This will remove all of the configuration from the Master Client. The Skillset, Line and Agent details will need to be Uploaded again, and the other details of the configuration (such as Stat Time bins will need to be re-entered.
Wallboards 39 6 Wallboards Introduction With the addition of Nortel Networks Call Center Reporting your 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 any of the Skillsets or totals for the whole Call Center system. Nortel Networks Call Center Reporting will directly address a maximum of 16 Wallboards.
40 Wallboards 5. Select Properties. 6. A window will open with two tabs labelled Settings and Parameters. Wallboard Settings The Wallboard Settings window In Settings, you select whether the Wallboard will be assigned to a Skillset or to the System, the IP Address of the Wallboard, whether a Title will be displayed and whether a Summary and Buzzer will be required.
Wallboards 41 However, if the PC has been turned off for a period in excess of the IP Address lease time for your network and the IP Address has been allocated to another PC, then it will receive a new IP Address. ! If the IP Address of a physical Wallboard or an ipView SoftBoard software wallboard changes, the MIS Config must be updated to reflect the new IP Address of the Wallboard device. Wallboard Title A Wallboard Title is a line of fixed text on the top line of the Wallboard.
42 Wallboards The Wallboard Parameter window Nortel Networks Call Center Reporting Set Up and Operation Guide Issue 07
Wallboards 43 The available Parameters are: Abbreviation ID IH AD AH OD OH SD SH AO AI AA AN AL QL QT Description Number of Incoming calls received in the current Day Number of Incoming calls received in the current Hour Number of Abandoned calls in the current Day Number of Abandoned calls in the current Hour Number of Outgoing calls made in the current Day Number of Outgoing calls made in the current Hour Grade of Service offered in the current Day (%) Grade of Service offered in the current Hour (%) Nu
44 Wallboards Creating a Wallboard Message 1. From the System Manager Main window, click Management-Info. 2. From the drop down menu select Wallboard. The Message tab shows any Messages that have been previously created. 3. Click New. 4. Type in the text of your Message (up to the maximum of 70 characters) in the space provided. 5. Click OK to save the Message.
Wallboards 45 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.
46 Wallboards 6. 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. 7. 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. 8.
Wallboards 47 3. Click New. 4. From the drop down menu option titled Day, select the day(s) you want to display a Message. 5. In the field titled Time, enter the time of day you want the message to be sent, using 24-hour format. 6. From the drop down menu option titled Message, select the Message you want to send. 7. 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.
Statistical Settings 7 Introduction The presentation of information in the Real Time screens, and the analysis of data collected by Nortel Networks Call Center Reporting for the management reports, can be tailored at both System Manager and Skillset Supervisor levels to suit your requirements. Statistical Set Up 1. From the main menu, click Management-Info. 2. Select Statistical Set Up.
50 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 Not Ready.
Real Time Information 8 Introduction Nortel Networks Call Center Reporting provides comprehensive Real Time management information that is constantly updated approximately every 3 seconds. ! Dynamic factors such as network traffic which are beyond the control of Nortel Networks Call Center Reporting may affect the frequency of the Real Time screen updates. This does not affect the running of your system, nor does it affect the statistical information which is being gathered.
52 Real Time information System Graphical Real Time - Lines - provides a view of the status of all of the lines in each of 10 Skillsets. The longest waiting call duration in each Skillset call queue is also shown (Oldest Call). The 10 Skillsets which are displayed can be any of the following 5 groups of Skillsets: 1 – 10, 11 – 20, 21 – 30, 31 – 40, 41 – 50. Use the Next Ten Skillsets and the Previous Ten Skillsets options on the Management Info menu to change which group of 10 Skillsets is displayed.
Real Time information 53 System Graphical Real Time – Lines Waiting Time of the Oldest 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 Skillset name to which each agent belongs System level – Numerical Real Time Screen The informa
54 Real Time information 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 Skillset name Number of agents currently available Number of agents on incoming calls Number of agents in the not ready state Number of agents on outgoing calls Number of abandoned calls (15 min period) Grade of Service offered (15 min period) Ski
Real Time information 55 Skillset level - Real Time Screen The information displayed in the Skillset Real Time - Chart window includes: Skillset 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 in the not ready state Number of agents available to take calls The informatio
56 Real Time information The Skillset Real Time - Status window shows three boxes containing the following information: Traffic Status Total number of lines allocated to the Skillset. 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 Skillset call queue (minutes and seconds).
Management Reports 9 Introduction Nortel Networks Call Center Reporting automatically collects and collates statistical data from the Call Center. From this data, Nortel Networks Call Center Reporting produces a comprehensive range of management reports to help you manage the performance of your 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.
58 Management Reports occupied on one call, and each Agent has a call allocated to them (of shorter duration than the duration allocated to the Line). If an Agent transfers a call back into the Skillset this will count as a new call for the Skillset. ! Please note, the Line stats and the Agents are likely to be different.
Management Reports 59 wish to view reports for today, you will find it more convenient to use the Current Reports options. Information from the Daily reports is rolled forwards into the Weekly and Monthly reports on the passing of midnight. If you look at a Weekly or Monthly report for a Week or Month that has not expired yet, it will be current up to midnight of the previous day. To access a Historical Report: 1. Click Management-Info from the Main window. 2. Click Historical Reports….
60 Management Reports • To view reports for a whole day, click the day required and then click the Daily button. • 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 for selection if statistical data is stored for that time period.
Management Reports 61 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 Nortel Networks Call Center Reporting… - Shows version 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 tool tip will appear.
62 Management Reports 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. 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.
Management Reports 63 Answered Call Report – Numerical View (System level) Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide
64 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. Abandoned Call Report – Graphical View Incoming Call Report The Incoming Call Report shows how your call center handles incoming calls.
Management Reports 65 Incoming Call Report – Numerical View (System level) The line information includes: Title Description TOTAL IN INCOMING CALLS - ANS. INCOMING CALLS ABD. INCOMING CALLS - OUT ANSWERED CALLS - T >S OVERFLOW ANS. - OTHERS G.O.S. Issue 07 Total number of incoming Call Center calls. Number of incoming calls answered. Number of incoming calls that abandon. Number of incoming calls received during the “out” mode of operation.
66 Management Reports The agent information includes: Title TOTAL CALLS - ANS TOTAL CALLS - OUT. ANSWERED CALLS - T OVER-FLOW Description Total number of incoming calls answered by agents. Total number of outgoing calls made by agents.
Management Reports 67 The agent information includes: Title Description LOG IN TIME INCOMING TIME OUTGOING TIME BREAK TIME NOT RDY AVAILABLE TIME Time spent logged in to the Call Center. Time spent on incoming calls. Time spent on outgoing calls. Time spent in post call break time. Time spent in the not ready state. Time spent available to make or receive calls.
68 Management Reports Title Description WAITING TIME -CALLS WAITING TIME – AVERAGE INCOMING CALL TIME – CALLS INCOMING CALL TIME – AVERAGE ABANDONED CALL TIME – CALLS ABANDONED CALL TIME – AVERAGE Number of incoming calls answered. Average waiting time prior to being answered. Number of incoming calls answered. Average duration of an incoming call. Number of incoming calls that abandon. Average time a caller waits before abandoning.
Management Reports 69 totalling 2:15. The Entire System shows that for two occasions which total 35 seconds, all of the Lines in Sales and Support were in use at the same time.
70 Management Reports System Capacity Report – Numerical View (System Level) The line information includes: Title ALL LINES BUSY NUMBER ALL LINES BUSY TOTAL TIME Description Number of instances when all lines were in use on calls. Total time that all lines were in use. The agent information includes: Title NO AGENTS AVAILABLE - NUMBER NO AGENTS AVAILAB TOTAL TIME Description Number of instances when there were no agents available to receive calls.
Management Reports 71 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.
72 Management Reports 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.
Management Reports 73 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. Note that this report only looks at the Call Center Lines. (See the description on Page 58 of the possible differences between Agent and Line stats).
74 Management Reports Summary Report – Numerical 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.
Management Reports 75 The Print Option window 3. Click the Report Type(s) to be printed. 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).
76 Management Reports The Abandoned Caller ID Report The information displayed includes: Title DATE TIME CALLER ID LINE NAME TIME WAITED Description Date the call arrived. Time the call arrived. Telephone number of the caller who abandoned. Line name the caller was attempting to contact. 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.
Management Reports 77 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. Configuration Report This report will display all the configuration settings of your Nortel Networks Call Center Reporting system (at System Manager level, 900) or the configuration settings for your Skillset (at Skillset level, 901 … 950).
78 Management Reports The Configuration Report To print the Configuration Report: 1. Click Level from the System Manager Main window. 2. Click Print…. 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.
Management Reports 79 To schedule a print run: 1. Click Management-Info on the menu. 2. Click Print Schedule. This will open the Print Schedule window. Print Schedule window 3. Click Activate Print Schedule on the Daily, Weekly and Monthly tabs as required. 4. Click the Report Type to be printed in this schedule. 5. Click the Report Format required. Note: If the Graphical option is chosen then those reports that are only available in a numerical format will appear greyed out, and will not be printed. 6.
80 Management Reports 7. Click the Abandoned Caller ID tab and select a time Interval for printing the Abandoned Caller ID report. Note that the Abandoned Caller ID report is only available at Skillset level (901 .. 950) 8. Click OK to save the Print Schedule. Note that Monthly Schedules will print on the 1st of the month. So if you set a monthly schedule in the middle of April, they will print for the first time on the 1st of May.
How to Select and Import Nortel Networks Call Center Reporting Statistical Data into Microsoft Excel Introduction The statistical information gathered and recorded by the Nortel Networks Call Center Reporting application is stored in Microsoft Access databases. This information can be queried and analysed using Microsoft Excel. ! It is vitally important that the statistical database files are not edited, renamed or altered in anyway.
82 Management Reports For example: M0301.mdb D0301.mdb H0301.mdb W090301.mdb The monthly statistical database file for the 3rd month of 2001. The daily statistical database file for the 3rd month of 2001. The hourly statistical database file for the 3rd month of 2001. The weekly statistical database file for Week 9, which fell in the 3rd month of 2001.
Management Reports 83 The selected Call Center Reporting data should now be visible in your spreadsheet. Note: Although Microsoft Query is included with Microsoft Office, it is not installed as a standard part of Microsoft Excel. If you are prompted that Microsoft Query is not installed, do you wish to install it now? you must obtain the Microsoft Office CDs and install Microsoft Query, as guided by the on-screen prompts.
Upgrading from version 2.5 GA to 2.5 Feature Pack 1 Introduction These instructions outline the procedure required to successfully upgrade from version 2.5 GA of Nortel Networks Call Center Reporting to version 2.5 Feature Pack 1 (known as FP1). • These instructions cover both the Nortel Networks Call Center Reporting Master Client (commonly known as the ‘Master’) and Nortel Networks Call Center Reporting Multiple Client (commonly known as the ‘Client’).
86 Management Reports 1.0 Close Down Nortel Networks Call Center Reporting version 2.5 GA 1. Click on the Exit option in the File menu of the GUI, and then provide the System Manager ID and Password, and click the OK button. 2. Double click on the RDBServer icon in the tooltray. Click on the Exit button and then provide the System Manager ID and Password, and click the OK button, then click on the OK button in the verification dialog. 2.0 Uninstall the Nortel Networks Call Center Reporting version 2.
Glossary of Terms Abandon Time Bins A series of six time steps used in the statistical analysis of Abandoned Calls. Nortel Networks Call Center Reporting will provide statistical reports on the percentage of incoming calls abandoned within each of the periods specified in the chosen Abandoned Time Bins. A seventh period is also used in the reports, which gathers information on all calls which abandoned after the period specified by the sixth Abandoned Time Bin.
88 Glossary of Terms Networks Call Center Reporting is connected and receives the Real Time data from. The supported Call Center platforms are: the Business Communications Manager 2.5 and the CallPilot 100/150. Call Queue When there are no Agents Available in a Skillset to receive Incoming Calls the Call Center platform will hold these Incoming Calls in a queue. As Agents become available the queued calls will be distributed. Each Skillset has a Call Queue.
Glossary of Terms 89 The Not Ready State is shown as Grey in the Real Time Screens. If an Agent has been Not Ready in excess of the Not Ready Duration Threshold he is displayed in Red. Outgoing State For a Line: The Line is in use on an Outgoing Call. For an Agent: The Agent is engaged on an Outgoing Call. The Outgoing State is shown as Yellow in the Real Time Screens. If an Agent has been on an Outgoing Call in excess of the Outgoing Call Duration Threshold he is displayed in Red.
90 Glossary of Terms The Waiting State is shown as Blue in the Real Time Screens, or as Red if the queued call has been waiting in excess of the Call Waiting Alarm Threshold. Wallboard A device which is used to display information to the Call Center Agents (also called Reader Boards). Nortel Networks Call Center Reporting drives TCP/IP enabled hardware WallBoards and SoftBoards from the ipView range of wallboards.
Index 91 Index A Abandon Time Bins, 64 Abandoned Call Report, 64 Abandoned Caller ID Report, 75 Abandoned calls, 37, 41, 43, 54, 73, 75, 87 Accessing Current Reports, 58 Adding a Wallboard, 39 Adding lines, 34, 35, 36 Agent Activity Report, 66 Agent Profile Report, 72 Agent Status, 7, 50, 56 Agents, 7, 22, 36, 41, 43, 44, 45, 46, 50, 51, 53, 54, 55, 64, 66, 68, 70, 72 Alarm conditions, 39 Alarm Threshold, 46 Answer Time Bins, 62 Answered Call Report, 62, 63 Assigning Wallboard, 40 Average tab, 50 Average T
92 Index Hourly reports, 59 How this guide is organized, 5 How to use this guide, 5 I Icon, 27, 29, 30, 61 Incoming Call Report, 64 Installation, 5, 25 Installation prerequisites, 11 Installing Wallboard, 39 K Key performance statistics, 71 Keycode, 12 L Line configuration, 35, 36 Line information, 65 List of reports, 60 Logging in, 27, 29 Logging out, 28, 30 M Management reports, 7, 30, 50, 57, 60, 78 Maximum capacity, 68 Microsoft Access, 81, 82 Microsoft Excel, 81, 82 Microsoft Office, 83 Microsoft
Index 93 Solving problems, 22 Starting, 22, 27 Stat Time Bin, 37, 87 Statistical averages, 50 Statistical peaks, 50 Statistical set up, 49 Statistics, 7, 8, 12, 29, 37, 49, 50, 57, 60, 71, 73, 87 Status Bar, 30 Summary Report, 50, 62, 73, 74 System Capacity Report, 68 System Level, 45, 49, 51, 52, 53, 57, 65, 66, 67, 70, 72, 75 System Manager window, 39, 44, 58, 59, 75, 77, 78 T TCP/IP protocol, 9, 12 Text messages, 39, 43 Threshold, 37, 45, 46, 56 Title of Wallboard, 41 Toolbar, 30 Traffic Analysis tab,
