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297-2183-928

Nortel Contact Center Manager


Supervisor’s Guide

Product release 6.0 Standard 9.07 October 2007


Nortel Contact Center Manager
Supervisor’s Guide

Publication number: 297-2183-928


Product release: 6.0
Document release: Standard 9.07
Date: October 2007

Copyright © 2007 Nortel Networks. All Rights Reserved.

Information is subject to change without notice. Nortel reserves the right to make changes in
design or components as progress in engineering and manufacturing may warrant.

The process of transmitting data and call messaging between the Meridian 1 and Contact
Center Manager is proprietary to Nortel. Any other use of the data and the transmission process
is a violation of the user license unless specifically authorized in writing by Nortel prior to such
use. Violations of the license by alternative usage of any portion of this process or the related
hardware constitutes grounds for an immediate termination of the license and Nortel reserves
the right to seek all allowable remedies for such breach.

This page and the following page are considered the title page, and contain Nortel and third-
party trademarks.
*Nortel, the Nortel logo, the Globemark, CallPilot, Contivity, DMS, DMS-10, DMS-100, DMS-
200, DMS-250, DMS-300, DMS-500, DMS-MTX, DMS-STP, DPN, DPX, Dualmode, Helmsman,
ICN, IVR, MAP, Meridian, Meridian 1, Meridian Mail, Meridian SL, Norstar, Optera, Optivity,
Passport, Periphonics, SL, SL-1, Succession, Supernode, and Symposium are trademarks of
Nortel.
CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc.
ACTIVE DIRECTORY, INTERNET EXPLORER, MICROSOFT, MICROSOFT ACCESS, MS-
DOS, POWERPOINT, WINDOWS, WINDOWS NT, and WINDOWS XP are trademarks of
Microsoft Corporation.
Contents

1 Getting started 11
New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
About Contact Center Manager Administration. . . . . . . . . . . . . . . . . . . . . . . 15
How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

2 Starting Contact Center Manager Administration 25


Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Access rights in Contact Center Manager Administration . . . . . . . . . . . . . . . 27
To start Contact Center Manager Administration. . . . . . . . . . . . . . . . . . . . . . 34

3 Contact Center Management 39


What is new in Contact Center Management . . . . . . . . . . . . . . . . . . . . . . . . . 40
Available data and access privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Supervisors and agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Agent types in Contact Center Management . . . . . . . . . . . . . . . . . . . . . . . . . 44
Agent properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Section A: Skillsets 47
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Calls in queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Other skillset options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Global skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Section B: Working in Contact Center Management 57
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Supervisor view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Agent view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Skillset view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Assignments view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Network Agent Admin view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Supervisor’s Guide v
Contents Standard 9.07

4 Real-Time Reporting 101


What is new in Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
To use real-time displays to monitor your contact center. . . . . . . . . . . . . . . 106
Available data and access privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Overview of real-time displays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
To work with real-time displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Subtotals and totals in real-time display grids . . . . . . . . . . . . . . . . . . . . . . . 134
Multipage displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Chart displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
Graphical displays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Section A: Real-time statistics 163
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Types of calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Types of real-time statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Pegging agent state . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
Section B: Network-consolidated real-time displays 179
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
Consolidated Agent Position Status Count display . . . . . . . . . . . . . . . . . . . 181
Consolidated Skillset display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
Consolidated Application display. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183

5 Agent Desktop Display 185


What is new in Agent Desktop Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
About Contact Center Manager Agent Desktop Display . . . . . . . . . . . . . . . 187
Display formats. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188
Real-time statistics column descriptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

6 Historical Reporting 195


What is new in Historical Reporting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Available data and access privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
To work in Historical Reporting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
Types of reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211
To use reports to monitor your contact center . . . . . . . . . . . . . . . . . . . . . . . 216
Section A: Managing reports 219
Overview of managing reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
Where reports are stored . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
Reports and time zones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
To create user-defined reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227

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To create Contact Center Multimedia user-created reports . . . . . . . . . . . . . 248


To work with parameter reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255
To copy shared reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
Changing or deleting reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258
Section B: Using reports 259
Overview of using reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260
To confirm a report schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262
To activate reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
To deactivate reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265
To preview and print ad hoc reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
To export reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268

7 Report Creation Wizard 271


Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272
Report Type window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
Data Source window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
Table Selection window (advanced report using ODBC) . . . . . . . . . . . . . . 285
Table Linking window (advanced report using ODBC). . . . . . . . . . . . . . . . 287
Field Selection window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 295
Grouping window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 298
Summaries window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 300
Report Layout window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304
Saving a report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311
Previewing a report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 313
Defining configuration settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 314
To import and edit a Report Creation Wizard report . . . . . . . . . . . . . . . . . . 315
To create a sample simplified report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 325
To create a sample advanced report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 351
Formulas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 372
Report sections and templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376
To customize the Report Creation Wizard template. . . . . . . . . . . . . . . . . . . 381

8 Emergency Help 387


Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 388
Starting Emergency Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 389

9 Troubleshooting 393
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 394
Section A: General troubleshooting items 395

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Contents Standard 9.07

Display problems on the client PC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 396


Problems while running two sessions on one client PC . . . . . . . . . . . . . . . . 397
Problems with Select All . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 398
Contents from about:blank Web site are blocked by IE Enhanced Security
Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400
Cannot launch windows in CCMA; pop-up windows are blocked . . . . . . . 401
Contact Center Manager Administration logon screen displays
ERROR:UNKNOWN! . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 403
Section B: Contact Center Management 405
“No Supervisors Defined” error messages appear in Contact Center
Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 406
Cannot remove user-defined partitions from agents in Contact Center
Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 407
Section C: Access and Partition Management 409
Cannot view agents or skillsets in User Defined Partitions view . . . . . . . . . 410
Section D: Historical Reporting 411
Cannot access a report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 412
Cannot print scheduled reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 414
Agent logon IDs appear instead of agent names in saved reports . . . . . . . . 416
Network call-by-call reports are missing data . . . . . . . . . . . . . . . . . . . . . . . 417
Problems connecting to the data source in Historical Reporting . . . . . . . . . 418
The Report Viewer is blank when launching an ad hoc report. . . . . . . . . . . 419
Cannot synchronize imported reports: access denied on the network drive. 420
Cannot synchronize imported reports; cannot copy to CCMA server . . . . . 421
Cannot import custom report templates; ASP script timeout error occurs . . 422
Exporting large reports to PDF causes error message . . . . . . . . . . . . . . . . . 423
Section E: Real-Time Reporting 425
Cannot launch real-time displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 426
Real-time displays are blank. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427
No names appear in real-time displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 431
New Web pages are replacing real-time displays in the same browser . . . . 432
Real-time displays crash when adding %Skillset_Abdnd_Aft_Th. . . . . . . . 433
Site does not appear in NCRTD when added by IP address. . . . . . . . . . . . . 434
Modified agent names are not reflected in the Standard Agent display . . . . 435
Real-time displays do not work after rebooting or updating CCMA . . . . . . 436
New agents appear as UNKNOWN in real-time displays . . . . . . . . . . . . . . 437
Section F: Report Creation Wizard 439
Cannot obtain or release a license. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 440
Launching RCW: Crystal RAS service fails to start. . . . . . . . . . . . . . . . . . . 441
RCW reports fail to run in Historical Reporting. . . . . . . . . . . . . . . . . . . . . . 442

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Fonts are missing in Report Creation Wizard. . . . . . . . . . . . . . . . . . . . . . . . 444

A Report definitions 445


Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 446
Common Definitions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 447
CS1000 (M1), CS2x00 (DMS), and SIP_CC . . . . . . . . . . . . . . . . . . . . . . . . 448
Multimedia (CCMM) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 455
Network Consolidated (NCC) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 457

Glossary 459

Index 499

Supervisor’s Guide ix
Contents Standard 9.07

x Nortel Contact Center Manager


Chapter 1

Getting started

In this chapter
New in this release 12
Overview 14
About Contact Center Manager Administration 15
How to use this guide 18
Skills you need 19
Related documents 21
How to get help 22

Supervisor’s Guide 11
Getting started Standard 9.07

New in this release

The following sections detail what is new in the Nortel Contact Center Manager
Supervisor’s Guide (297-2183-928) for release 9.07.
„ “Features” on page 12
„ “Other changes” on page 13

Features
See the following sections for information about feature changes:
„ “Contact Center Management” on page 12
„ “Real-Time Reporting” on page 12
„ “Historical Reporting” on page 12
„ “Report Creation Wizard” on page 13

Contact Center Management


The Contact Center Management component has several enhancements. The
Contact Center Management enhancements affect the following section:
„ “What is new in Contact Center Management” on page 40

Real-Time Reporting
The Real-Time Reporting component has several enhancements. The Real-Time
Reporting enhancements affect the following section:
„ “What is new in Real-Time Reporting” on page 102

Agent Desktop Display


Agent Desktop Display has several enhancements. The Agent Desktop Display
enhancements affect the following section:
„ “What is new in Agent Desktop Display” on page 186

Historical Reporting
The Historical Reporting component has several enhancements. The Historical
Reporting enhancements affect the following section:

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October 2007 Getting started

„ “What is new in Historical Reporting” on page 196

Report Creation Wizard


Report Creation Wizard is a new component that you can launch from Historical
Reporting. Report Creation Wizard affects the following section:
„ “Report Creation Wizard” on page 271

Other changes
See the following sections for information about changes that are not feature-
related.
„ “Reset Assignments feature” on page 13
„ “VERITAS Backup 9.1” on page 13
„ “Scheduling reports” on page 13

Reset Assignments feature


The section “Reset assignments” on page 80 was updated to more accurately
reflect this feature.

VERITAS Backup 9.1


When the administrator installs VERITAS Backup 9.1, it uses the default TCP
port setting of 10 000, which is also the default port for the Contact Center
Manager Administration Toolkit Name Service. For more information, see
“New agents appear as UNKNOWN in real-time displays” on page 437.

Scheduling reports
You cannot select February 29 when you schedule reports. For more
information, see “February 29” on page 242.

Supervisor’s Guide 13
Getting started Standard 9.07

Overview

As a supervisor, you are responsible for a group of agents. You:


„ monitor agent and contact center performance
„ provide support (for example, if the agent has an abusive call)
„ report and resolve any problems (such as poor service levels)
„ help develop schedules to ensure adequate staffing levels
„ analyze reports, and participate in planning, forecasting, and trend analysis

From your computer, you can open Internet Explorer (Version 6.0 Service Pack
1 or later), log on to Contact Center Manager Administration, and use any of the
components to which you have access to monitor and support your agents.

Internet Explorer Version 6.0 Service Pack 1 or later is one of the requirements
for the client PC. For a complete list of the client PC minimum requirements, see
the Contact Center Manager Administration Installation and Maintenance
Guide.

The Nortel Contact Center Manager Supervisor’s Guide provides an overview


of the Contact Center Manager Administration features that supervisors use
most often while managing and monitoring the contact center. This guide does
not provide detailed procedures for working in Contact Center Manager
Administration. You can find task-based information in the Contact Center
Manager Administration online Help for each component.

Who should read this guide


This guide is for administrators and supervisors who manage contact center
resources and monitor contact center performance using Contact Center
Manager Administration. This guide is also for users who can access and use the
Historical Reporting, Real-Time Reporting, Contact Center Management, Agent
Desktop Display, and Emergency Help components of Contact Center Manager
Administration.

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October 2007 Getting started

About Contact Center Manager Administration

With Contact Center Manager Administration, contact center supervisors and


administrators can manage and configure the contact center and its users, define
access to Contact Center Manager Administration applications and data, and
view real-time and historical reports through a Web browser on their desktop.

Contact Center Manager Administration contains the following components:


„ Contact Center Management
„ Real-Time Reporting
„ Historical Reporting
„ Access and Partition Management
„ Configuration
„ Scripting
„ Emergency Help
„ Agent Desktop Display
„ Audit Trail
„ Outbound

Of these components, contact center supervisors typically use Contact Center


Management, Real-Time Reporting, Historical Reporting, Emergency Help, and
Agent Desktop Display. This guide discusses these components. For
information about the remaining features, see the Contact Center Manager
Administration online Help.

Contact Center Management


You can use Contact Center Management to create and manage contact center
supervisors and their agents. When you need to cover breaks, vacations, and
other times when a supervisor is unavailable, you can also use Contact Center
Management to create agent-to-supervisor assignments. You can schedule these
assignments to occur on a regular basis, or you can create and activate them to
take effect immediately.

Supervisor’s Guide 15
Getting started Standard 9.07

Real-Time Reporting
Supervisors and contact center managers can use the real-time displays in the
Real-Time Reporting component to monitor the current performance of the
contact center. The displays provide up-to-the-minute information, such as:
„ number of calls waiting
„ average and maximum wait times
„ number of calls abandoned
„ number of agents logged on to a skillset
„ number of agents busy on calls
„ number of agents idle

If a problem occurs (for example, if wait times or number of calls waiting


increase suddenly), you can detect it immediately by viewing real-time displays,
and then take appropriate action to resolve the problem (such as assigning
additional agents to the backlogged skillsets).

Example: At 9:00 a.m., Pat Wilson, the supervisor for the Bookings skillset,
notices in the real-time displays that the number of calls waiting for agents in the
Bookings skillset jumped from the typical 3 to 15. The average wait time
increased from 30 seconds to 2 minutes. He immediately assigns other agents to
the skillset in Contact Center Management, and logs himself on as an agent
assigned to the Bookings skillset. The situation begins to improve by 10:00 a.m.,
and by 11:00 a.m. call levels are back to normal. Pat restores all agents to their
usual skillsets and logs off the Bookings skillset.

Historical Reporting
Contact center managers and supervisors can use the reports in the Historical
Reporting component to detect trends and seasonal behavior, and to forecast
future activity. For example, you can report on the number of calls to a skillset:
„ during different times of the day
„ during different months of the same year
„ for the same month in different years

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October 2007 Getting started

By comparing statistics for different times of the day, you can identify peak
periods. By comparing statistics for different months, you can identify seasonal
behavior. By comparing the same month across different years, you can identify
trends.

Example: Pat Wilson uses the Skillset Performance report to investigate the
sudden rise in activity. He generates interval reports for the period from
9:00 a.m. to 11:00 a.m. for several days in a row. He can clearly see the growth
and notes that the behavior was unusual for that time of day. However, he cannot
explain it until he learns that BestAir was profiled on a radio morning show on
the day the growth occurred.

Emergency Help
You can open the Emergency Help panel on your desktop to monitor whether
any agents pressed the Emergency key on their phonesets, indicating that they
require your assistance.

Agent Desktop Display


Agent Desktop Display is an application that provides skillset monitoring to
Contact Center Manager Administration agents. Agents or supervisors can log
on to Agent Desktop Display using their phoneset logon ID and view statistics
for each skillset to which they belong.

Before you or any of your agents can use Agent Desktop Display, your
administrator must install and configure the software on the Contact Center
Manager Administration server and on each client PC used to access the
displays. You must also have the Real-Time Reporting component configured
on the Contact Center Manager Administration server for Agent Desktop
Display to function properly.

Supervisor’s Guide 17
Getting started Standard 9.07

How to use this guide

Contact center supervisors typically use the following applications:


„ Contact Center Management
„ Real-Time Reporting
„ Historical Reporting
„ Report Creation Wizard
„ Emergency Help
„ Agent Desktop Display

For more information about See

Contact Center Management Chapter 3, “Contact Center


Management.”

Real-Time Reporting Chapter 4, “Real-Time Reporting.”


Agent Desktop Display Chapter 5, “Agent Desktop
Display.”

Historical Reporting Chapter 6, “Historical Reporting.”


Report Creation Wizard Chapter 7, “Report Creation
Wizard.”

Emergency Help Chapter 8, “Emergency Help.”


Troubleshooting Chapter 9, “Troubleshooting.”

For information about the remaining features, see the Contact Center Manager
Administration online Help.

18 Contact Center Manager


October 2007 Getting started

Skills you need

This section outlines the skills or knowledge that you need to work with Contact
Center Manager Administration.

Nortel product knowledge


You require knowledge of, or experience with, the following Nortel products:
„ Symposium Call Center Server Release 5.0 or later
„ Contact Center Manager Server Release 6.0 or later

PC experience or knowledge
Knowledge of, or experience with, the following products is helpful when using
Contact Center Manager:
„ Microsoft Windows (Server 2003, 2000, or XP)
„ Microsoft Internet Explorer Version 6.0 Service Pack 1 or later

ATTENTION
As service packs for Internet Explorer become available,
Nortel tests them for compatibility against the Contact
Center Manager Administration software as soon as
possible. Nortel recommends that customers upgrade to
new service packs according to vendor (Microsoft)
recommendations, as critical service packs might include
security enhancements.

Supervisor’s Guide 19
Getting started Standard 9.07

„ Crystal Reports for creating custom historical report templates to import


into the Historical Reporting component

ATTENTION
Supervisors who log on to their client PC as either a
regular Windows user or a domain user, and whose client
PCs run Windows Server 2003, Windows XP, or
Windows 2000 Professional, must have an ID that is part
of the Power Users group on the client PC to successfully
download and install many of the third-party controls
required by Contact Center Manager Administration. (If a
release earlier than SU04 is installed on the Contact
Center Manager Administration server, a user with
administrator privileges must first install the Microsoft
SOAP toolkit 3.0 software on the client PCs.) If your
client PC runs any of these operating systems and you
cannot download a required third-party control, contact
your administrator and request an ID that belongs to the
Power Users group on the client PC.

Other experience or knowledge


The following types of experience or knowledge can be useful:
„ knowledge of your contact center organizational structure
„ understanding of the operational requirements of your contact center
„ knowledge of your customer needs

20 Contact Center Manager


October 2007 Getting started

Related documents

The following guides are available on the Contact Center portfolio DVD or on
the Nortel Web site (www.nortel.com).

For information about Refer to NTP number

The Contact Center Contact Center What’s New in 297-2183-903


portfolio Release 6.0

Installation, upgrades, Contact Center Manager Server 297-2183-925


migration, and Installation and Maintenance Guide
maintenance

Contact Center Manager 297-2183-926


Administration Installation and
Maintenance Guide

Administering contact Contact Center Manager 297-2183-927


centers Administrator’s Guide

Contact Center Manager Historical 297-2183-914


Reporting and Data Dictionary

Supervisor’s Guide 21
Getting started Standard 9.07

How to get help

This section explains how to get help for Nortel products and services. However,
before contacting Nortel for support, consult the Troubleshooting section of this
guide.

Finding the latest updates on the Nortel Web site


The content of this documentation was current at the time the product was
released. To check for updates to the latest documentation and software for
Contact Center 6.0, click one of the following links:

Link to Takes you directly to

Latest software The Nortel page for Contact Center located at http://
www.nortel.com/espl.
Latest documentation The Nortel page for Contact Center documentation
located at http://www.nortel.com/helmsman.

Getting help from the Nortel Web site


The best way to get technical support for Nortel products is the Nortel Technical
Support Web site:

www.nortel.com/support

This site provides quick access to software, documentation, bulletins, and tools
to address issues with Nortel products. From this site, you can:
„ download software and related tools
„ download technical documents, release notes, and product bulletins
„ sign up for automatic notification of new software and documentation
„ search the Technical Support Web site and Nortel Knowledge Base for
answers to technical issues
„ open and manage technical support cases

22 Contact Center Manager


October 2007 Getting started

Getting help over the phone from a Nortel Solutions Center


If you do not find the information you require on the Nortel Technical Support
Web site, and you have a Nortel support contract, you can also get help over the
phone from a Nortel Solutions Center.

In North America, call 1-800-4NORTEL (1-800-466-7835).

Outside North America, go to the following Web site to obtain the phone
number for your region:

www.nortel.com/callus

Getting help from a specialist by using an Express Routing Code


You can use an Express Routing Code (ERC) to more quickly route your call to
the appropriate support specialist. To locate the ERC for your product or service,
go to:

www.nortel.com/erc

Getting help through a Nortel distributor or reseller


If you purchased a service contract for your Nortel product from a distributor or
authorized reseller, you can contact the technical support staff for that distributor
or reseller.

Supervisor’s Guide 23
Getting started Standard 9.07

24 Contact Center Manager


Chapter 2

Starting Contact Center Manager


Administration

In this chapter
Overview 26
Access rights in Contact Center Manager Administration 27
To start Contact Center Manager Administration 34

Supervisor’s Guide 25
Starting Contact Center Manager Administration Standard 9.07

Overview

This chapter describes access rights, access classes, access elements, and
partitions in Contact Center Manager Administration. It also describes how to
start Contact Center Manager Administration.

26 Contact Center Manager


October 2007 Starting Contact Center Manager Administration

Access rights in Contact Center Manager


Administration

Contact Center Manager Administration contains features with which contact


center administrators can control your access to Contact Center Manager
Administration and all contact center data.

Access types
The administrator uses the Access and Partition Management component to
control your access in four ways:
„ basic access rights
„ access classes
„ partitions
„ supervisor/reporting agent combinations

For a description of each category, see the following sections.

Basic access rights


When the administrator configures your user profile, the administrator must first
grant you basic access rights to the Contact Center Manager Administration
components that you need to use (for example, Real-Time Reporting, Historical
Reporting, Contact Center Management, and Emergency Help).

Access classes
After the administrator grants you basic access rights, the administrator must
assign an access class to you that contains the appropriate access levels within
each of the access class elements related to the components that you use.

Supervisor’s Guide 27
Starting Contact Center Manager Administration Standard 9.07

Contact Center Management access elements


If you have basic access to Contact Center Management, a user with
administrator privileges must also assign an access class to you that includes at
least one of the following access elements:
„ Contact Center Management (CCM)
„ Skillset Assignment
„ Supervisor Assignment
„ Historical Reporting (HR)
„ Real-Time Reporting (RTR)

Your access class determines the actions that you can perform in Contact Center
Management, and the skillsets that you can see (if you have the Use Agent &
Skillset Partitions in CCM access level).

CCM access class element


Within the CCM access class element, your administrator can choose one of
eight access levels to assign to you. For a description of each level, see the
online Help included with Contact Center Manager Administration:
„ None
„ View Agent Properties
„ Edit Agent Properties
„ Edit Agent Properties Including Partitions
„ Add/Edit/Delete Agents
„ View Agent and Supervisor Properties
„ Edit Agent and Supervisor Properties
„ Add/Edit/Delete Agents and Supervisors (this access level is usually
reserved for users with administrator rights)

If you have the Edit Agent Properties Including Partitions access level, then you
can assign agents to partitions from Contact Center Management, instead of
having your administrator do so from Access and Partition Management. You
can assign agents only to those partitions to which you have access.

28 Contact Center Manager


October 2007 Starting Contact Center Manager Administration

Skillset Assignment and Supervisor Assignment access class


elements
Within the Skillset Assignment and Supervisor Assignment access class
elements, your administrator can choose one of the following access levels to
assign to you, with each progressive level including the rights of the preceding
level:
„ None
„ View Assignments
„ Ad Hoc Assignments
„ Run Now Assignments
„ Add/Edit/Delete Assignments
„ Schedule Assignments

Each access level determines the windows that you can open and the actions that
you can perform in these windows. The access level Ad Hoc Assignments is
specifically for users who create ad hoc agent-to-skillset and supervisor
assignments only. These users can only view, create, and change ad hoc
assignments; they cannot schedule assignments.

For agent-to-skillset assignments, your administrator can restrict the type of


assignments you can create by selecting the appropriate level from the Skillset
Assignment access element. If your administrator assigns you this access level,
you can only assign skillsets in the partition assigned to you. If your
administrator does not assign this access level to you, or if you have no partition,
then you can work with all skillsets configured on the server.

Users with the Add/Edit/Delete Agents and Supervisors access level and the
Schedule Assignments access level for both types of assignments can perform all
actions in Contact Center Management.

Network Agent Admin view


Within the CCM - Network Admin view access class element, your administrator
can choose one of two access levels to assign to you. For a description of each
level, see the online Help included with Contact Center Manager
Administration.
„ None
„ Access based on CCM privilege level

Supervisor’s Guide 29
Starting Contact Center Manager Administration Standard 9.07

Historical Reporting access


If you have basic access to Historical Reporting, a user with administrator
privileges must also assign an access class to you that includes Historical
Reporting access.

Historical Reporting access element


Within the Historical Reporting access class element, your administrator can
assign one of three access levels to you. For a description of each level, see the
online Help included with Contact Center Manager Administration:
„ None—The user has no permissions.
„ Run and Import—The user can view existing reports in Historical
Reporting and run them on an ad hoc basis. The user can also import
custom reports into Contact Center Manager Administration using the
Report Import wizard.
„ Report Creation—The user can view and edit existing reports in Historical
Reporting and run them on an ad hoc basis or schedule them. The user can
also create and schedule new custom reports in the Historical Reporting
component, and can import custom reports into Contact Center Manager
Administration using the Report Import wizard.

ATTENTION If your access class does not include either Run and
Import or Report Creation access, then you cannot work
in Historical Reporting.

Real-Time Reporting access


If you have basic access to Real-Time Reporting, a user with administrator
privileges must also assign an access class to you that includes at least one of the
following access elements:
„ Real-Time Tabular Displays access
„ Real-Time Graphical Displays access

30 Contact Center Manager


October 2007 Starting Contact Center Manager Administration

Real-Time Tabular Displays access element


Within the Real-Time Tabular Displays access class element, your administrator
can assign one of four access levels to you for each server. For a description of
each level, see the online Help included with Contact Center Manager
Administration:
„ None—The user cannot access any real-time tabular displays (standard,
private, or public), and cannot create new displays on the selected server.
„ Launch—The user can view and launch existing standard and public real-
time tabular displays, but cannot create private or public displays.
„ Create Private—The user can view and launch existing standard, private,
and public real-time tabular displays, and can create new private tabular
displays on the selected server.
„ Create Public—The user can view and launch existing standard, private,
and public real-time tabular displays, and can create new private and public
tabular displays on the selected server.

Real-Time Graphical Displays access element


Within the Real-Time Graphical Displays access class element, your
administrator can assign one of four access levels to you for each server. For a
description of each level, see the online Help included with Contact Center
Manager Administration:
„ None—The user cannot access any real-time graphical displays, either
private or public, and cannot create new graphical displays on the selected
server.
„ Launch—The user can view and launch existing public real-time graphical
displays, but cannot create private or public graphical displays.
„ Create Private—The user can view and launch existing private and public
real-time graphical displays, and can create new private graphical displays
on the selected server.
„ Create Public—The user can view and launch existing private and public
real-time graphical displays, and can create new private and Public
Graphical Displays on the selected server.

Supervisor’s Guide 31
Starting Contact Center Manager Administration Standard 9.07

A user with administrator privileges must assign an access class to you that
includes Launch access, Create Private access, or Create Public access for either
the tabular or graphical displays (or both).

ATTENTION
If your access class does not include at least one of these
access levels, then you cannot work in Real-Time Reporting.

Apart from the preceding access class elements, all other access class elements
listed in Access and Partition Management are for the Configuration and
Scripting components. You do not require an access class to use Emergency
Help.

Partitions
Partitions determine the data that you can see in Real-Time Reporting, Historical
Reporting, and Contact Center Management. Partitions can include the Full Data
Across All Servers option, standard and user-defined partitions, and reporting
agents. After an administrator assigns a partition configuration to you, it defines
what information you can see. For example, your administrator might assign the
All Agents and Supervisors standard partition for the Contact Center
Management component. This means you can see all agents and supervisors for
the configured Contact Center Manager Server whenever you use this
component.

Standard partitions are dynamic and need not be updated when a new element
(for example, an agent) is added to the system. User-defined partitions are more
specific and allow an administrator to include a group of particular data in your
configuration.

Reporting agents are also dynamic. If you have assigned reporting agents, you
see all agents reporting to a given supervisor.

Supervisor/reporting agents feature


In most cases, the supervisor/reporting agents feature works only in conjunction
with partitions. That is, for you to see the agents in the supervisor/reporting
agent combination assigned to you, your administrator must also assign a
partition to you (even if the partition contains no agents). The exception to this

32 Contact Center Manager


October 2007 Starting Contact Center Manager Administration

rule is in Real-Time Reporting, specifically for the private agent real-time


displays and agent map displays. If your administrator assigns you a supervisor/
reporting agent combination only, you can apply this supervisor/reporting agent
combination to either a private agent real-time display or an agent map display
to view only those reporting agents in the display.

When the administrator assigns a supervisor/agent combination to a user, the


administrator can associate the user profile with the supervisor profile (which, in
turn, links to all reporting agents for that user). This association is dynamic,
meaning that each time the administrator or the user assigns a new agent to the
user, the agent is automatically associated with the user profile. The user can
then see the new agent in Historical Reporting, Real-Time Reporting, and
Contact Center Management. The agents included in a supervisor/reporting
agent combination appear in different ways in each of these components.

To restrict a user to view only those agents reporting to that user, the
administrator can assign to the user only a supervisor/reporting agent
combination containing all of the user’s agents.

After the administrator assigns a supervisor/reporting agent combination to the


user, in Real-Time Reporting, the user can assign these combinations to private
real-time displays and agent map graphical displays to view the corresponding
reporting agents. However, the user cannot assign any of these combinations to
public real-time displays, nor can the user include these combinations in the
custom filters that can be assigned to displays.

Supervisor’s Guide 33
Starting Contact Center Manager Administration Standard 9.07

To start Contact Center Manager


Administration

When the administrator configures a user profile, they assign a Contact Center
Manager Administration user name and password to the user. The user name and
password are required to log on to the Contact Center Manager Administration
server and use Contact Center Manager Administration.

Supervisors who log on to their client PC as either a regular Windows user or a


domain user, and whose client PCs run Windows Server 2003, Windows XP, or
Windows 2000 Professional, must have an ID that is part of the Power Users
group on the client PC to successfully download and install many of the third-
party controls required by Contact Center Manager Administration. (If a release
earlier than SU04 is installed on the Contact Center Manager Administration
server, a user with administrator privileges must first install the Microsoft SOAP
toolkit 3.0 software on the client PCs.) If your client PC runs any of these
operating systems and you cannot download a required third-party control,
contact the administrator and request an ID that belongs to the Power Users
group on the client PC.

34 Contact Center Manager


October 2007 Starting Contact Center Manager Administration

Starting Contact Center Manager Administration

ATTENTION
If users enable pop-up blockers on their client PC, they
cannot launch some windows in Contact Center Manager
Administration. To retain all functionality available in
Contact Center Manager Administration, disable pop-up
blockers.For more information about enabling pop-ups,
see “Cannot launch windows in CCMA; pop-up windows
are blocked” on page 401.

1 Launch Internet Explorer.

ATTENTION
Do not type the IP address in the Address box. Doing so
results in problems with Scripting, Historical Reporting,
Configuration, Contact Center Management, and Access
and Partition Management.

2 Type the URL address of the Contact Center Manager Administration


server.
The default URL address is http://<Contact Center Manager Administration
Server>. If you do not know this address, contact your administrator.

Supervisor’s Guide 35
Starting Contact Center Manager Administration Standard 9.07

You can save the Contact Center Manager Administration server address
by adding it to your list of Internet Explorer Favorites.
Result: The Contact Center Manager Administration server displays the
Contact Center Manager Login window.

To view a dialog box containing details of the Contact Center Manager


Administration build number and Service Update version, Click About
Contact Center Manager Administration.
3 Type your Contact Center Manager Administration User ID and Password.
If you choose to change your Contact Center Manager Administration
password, it must contain English characters only.
4 Click Login.
Result: The system checks for the required software. If your administrator
installed a release earlier than SU04 and did not install the client version of
the Microsoft SOAP toolkit 3.0 on the PC, a warning message appears,
notifying you that you must install this software. For details about how to
install the Microsoft SOAP toolkit 3.0, see the Contact Center Manager
Administration Installation and Maintenance Guide.

36 Contact Center Manager


October 2007 Starting Contact Center Manager Administration

If your administrator installed SU04 or later and configured the Contact


Center Manager Administration server name as a Trusted Site or if your
administrator installed a release earlier than SU04 and configured the
Contact Center Manager Administration server name as a Trusted Site and
installed the client version of the Microsoft SOAP toolkit 3.0 on the PC, the
Contact Center Manager Administration warning message window
appears..

If the Contact Center Manager Administration server administrator did not


configure the Login Warning message, it does not appear. Instead, the
Contact Center Manager Administration launchpad window appears;
proceed to step 6.

Supervisor’s Guide 37
Starting Contact Center Manager Administration Standard 9.07

5 In the Login Warning Message window, click OK.


Result: The Contact Center Manager Administration launchpad window
appears.

Clicking Cancel returns you to the Login window.


6 To access any of the components shown, click the component name.
You can access online Help from any window in Contact Center Manager
Administration by clicking Help > On This Window or Help > Contents.

38 Contact Center Manager


Chapter 3

Contact Center Management

In this chapter
What is new in Contact Center Management 40
Available data and access privileges 42
Supervisors and agents 43
Agent types in Contact Center Management 44
Agent properties 45
Section A: Skillsets 47
Section B: Working in Contact Center Management 57

Supervisor’s Guide 39
Contact Center Management Standard 9.07

What is new in Contact Center Management

The following Contact Center Management features are new:


„ access levels for agent-to-skillset and agent-to-supervisor
assignments—When a user with administrator privileges configures your
user profile in the Access and Partition Management component, that user
can now determine your level of access to agent-to-skillset and agent-to-
supervisor assignments in Contact Center Management. The access levels
can range from none or read-only, to the ability to add, edit, and delete
assignments.
„ ability to view the schedule of agent-to-skillset and agent-to-supervisor
assignments—Based on the access class that your administrator gives you
for assignments, and the servers on which your administrator configures
your access class, you can use the Scheduled Events window in Contact
Center Management to view the schedules of agent-to-skillset and agent-to-
supervisor assignments that all users across all servers in the network create
and save. You can use this window to view details about the scheduled
assignment, such as the name, type, the server on which it runs, and details
about the schedule time.
You must have View Assignments access for both agent-to-skillset
assignments and agent-to-supervisor assignments to see both types of
assignments in this window. If you have access to only one assignment
type, then you can see only the schedules for that type of assignment.
Likewise, you can see only assignments scheduled on the servers on which
your administrator configures your access class.
With Schedule Assignments access, you can also use this window to delete
the schedules of the assignments listed, leaving the assignments intact on
the server. If you have View Assignments access or less, however, you
cannot delete schedules, you can only view the assignments.
„ select skillset priority in agent-to-skillset assignments—When creating
or updating an agent-to-skillset assignment, you can now select the skillset
priority or the value Standby from a list.
„ display current status of agent—In Contact Center Management, the
current logon status of the agent now appears in many of the views
available in this component. This information is useful when making

40 Contact Center Manager


October 2007 Contact Center Management

skillset assignment changes. When a skillset requires more agents, it is


important to add logged on agents. In some views, the TN name appears if
the agent logged on. The TN name is useful when an agent logs on with the
wrong logon ID and blocks another agent from logging on with their ID.
The supervisor can look up the TN name and find the location of the agent
who logged on incorrectly.
„ change all agents in an agent-to-supervisor assignment to one
supervisor simultaneously—In assignment view and supervisor view in
Contact Center Management, you can now assign a group of agents to one
supervisor simultaneously.
„ add and delete multiple agents—Provided that your access class includes
at least Add/Edit/Delete Agents access within the CCM access heading, you
can delete multiple agents simultaneously by using the Delete feature on
the Agents List window. To delete agent/supervisors or supervisors, you
must have Add/Edit/Delete Agents and Supervisors access. To add multiple
users, you can use the Create Many feature of Contact Center Management
to add large numbers of agents, supervisors, or supervisor/agents
sequentially. You must have an access class that includes Add/Edit/Delete
Agents and Supervisors access to use the Create Many feature. The
procedure involves two tasks:
„ Create a file containing the information for each new user you want to
create.
„ In Contact Center Management, select the user you want to use as a
template, and then navigate to the file containing all the new users'
unique information, and import the file.

Supervisor’s Guide 41
Contact Center Management Standard 9.07

Available data and access privileges

The administrator uses the Access and Partition Management component to


create and administer Contact Center Manager Administration users. These
users can log on and use Contact Center Manager Administration components
such as Contact Center Management, Real-Time Reporting, or Historical
Reporting. When the administrator creates a user in Access and Partition
Management, the administrator can specify the following:
„ Access classes—These define what access rights or privileges a user has—
what you are allowed to do. For example, a user might have view access of
agent properties only.
„ Partitions—These define what data a user can see within Contact Center
Management, Real-Time Reporting, and Historical Reporting. For
example, a user might see only a selection of agents configured on a
Contact Center Manager Server, such as all the agents reporting to a
particular supervisor.

If you cannot access particular operations or views, or if you cannot view data
elements (for example Agents, CDNs [Route Points], or Report Groups), contact
your administrator to request extra permissions on your user account.

If you have administrator privileges within the Access and Partition


Management component and require more information about users, access
classes, partitions, or report groups, see the Nortel Contact Center Manager
Administrator’s Guide for complete information.

42 Contact Center Manager


October 2007 Contact Center Management

Supervisors and agents

As a supervisor, you are responsible for managing a group of agents. In Contact


Center Management, either a supervisor or a contact center administrator creates
the agents in Contact Center Manager Administration and assigns them to you.

After you or an administrator creates agents, the administrator performs one or


both of the following tasks:
„ adds your agents to a partition in Access and Partition Management and
assigns the partition to you
„ associates your agents with your Contact Center Manager Administration
user profile by selecting the check box beside your name in the Supervisors
tab

Supervisor role
For each of your agents:
„ you receive notification when the agent presses the Emergency key
„ you have agent keys configured on your phoneset
„ you can change agent properties, such as the agent’s language, call
presentation, and skillset priorities
„ you can create, edit, and schedule agent-to-supervisor assignments and
agent-to-skillset assignments in Contact Center Management (provided that
the administrator grants you Schedule Assignments access to both types of
assignments in Access and Partition Management)

You can view all your agents in your real-time displays, or you can apply filters
to the displays to show only a subset of the agents assigned to you. Likewise,
you can also create user-defined reports in Historical Reporting and apply
selection criteria to them to show only a subset of the agents assigned to you.

Supervisor’s Guide 43
Contact Center Management Standard 9.07

Agent types in Contact Center Management

Two types of agents are available in Contact Center Management:


„ Agents—A user with agent capability has skillset assignments and answers
calls in the contact center. All agents must have a supervisor. The only
component of Contact Center Manager Administration that agents can use
is the stand-alone component, Agent Desktop Display. Agents are not
assigned a Contact Center Manager Administration user ID and, therefore,
cannot log on to the Contact Center Manager Administration server and use
Contact Center Manager Administration.
„ Supervisor/agents—A user with supervisor/agent capability has assigned
skillsets, answers calls in the contact center, and can perform some of the
duties of a regular supervisor, such as monitoring real-time displays in
Contact Center Manager Administration and answering agent queries. An
administrator must assign all supervisor/agents to a supervisor. In turn, an
administrator can assign agents to a supervisor/agent.
If a supervisor/agent user requires access to Contact Center Manager
Administration (for example, to view real-time displays), assign the user a
Contact Center Manager Administration user ID and password in Contact
Center Management. The Contact Center Manager Administration user
profile is automatically copied to the Access and Partition Management
component of Contact Center Manager Administration.

44 Contact Center Manager


October 2007 Contact Center Management

Agent properties

In Contact Center Management, when you create an agent or change an existing


agent, you can specify the following properties:
„ general properties—including name, language, department, title, and
comments
„ user type—either agent or supervisor/agent
„ phoneset properties—the phoneset logon ID assigned to an agent
„ call presentation properties—the call presentation class assigned to an
agent
„ threshold properties—the threshold class assigned to an agent
„ contact types (for multimedia servers only)—the contact types assigned
to an agent. Agents assigned multimedia capabilities must log onto a
phoneset through the Communication Control Toolkit. These agents cannot
manually log onto a phoneset.
„ skillset properties—agent-skillset assignments, and the priority for those
skillsets
„ supervisor properties—the supervisor assigned to the agent
„ partitions—the partitions to which the agent belongs (only administrators
can assign agents to partitions from the Contact Center Management
windows)

In addition, when you create a supervisor/agent, you can specify the following
properties:
„ the telephony/port address—This is the number of the phoneset at which
the supervisor logs on. This is the phoneset on which the switch maps the
agent keys for agents reporting to this supervisor. This property is not
applicable on a SIP-enabled server.
„ the Contact Center Manager Administration user ID
„ the Contact Center Manager Administration password

Supervisor’s Guide 45
Contact Center Management Standard 9.07

46 Contact Center Manager


October 2007 Contact Center Management

Section A: Skillsets

In this section
Overview 48
Calls in queue 51
Other skillset options 54
Global skillset properties 56

Supervisor’s Guide 47
Contact Center Management Standard 9.07

Overview

As a supervisor, you must ensure that the available agents provide adequate
service for the skillsets. To do so, you must ensure that each skillset has enough
qualified agents to handle the call load for that skillset.

Only an administrator can add, modify, or delete skillsets.

What is a skillset?
A skillset is a group of abilities necessary to answer a specific type of call.
Skillsets are the basic building blocks of skill-based routing. Use skillsets to
match a caller with the agent who can best meet the caller’s needs.

Examples of skillsets
The company Best Air has several different skillsets:
„ Bookings—Agents who can accept and change bookings, and provide
schedule and rate information.
„ Shipping—Agents who can arrange for shipment of goods. Additional
skillsets include agents who specialize in shipment of perishable food
products and hazardous goods, as well as international shipments.
„ Cargo Tracing—Agents who specialize in the tracing of shipments and
personal luggage.
„ Best Air Travel Club—Agents who can provide information about Best
Air Travel Club benefits and air miles.
„ Vacations—Agents who can book vacation packages. Additional skillsets
specialize in American, European, Asian, and Pacific vacations.

James Jones is a booking agent with Best Air. He is a member of the Bookings
skillset. Through training courses, James became familiar with the company’s
vacation package offerings. After completing the courses, he was also assigned
to the Vacations skillset. Through subsequent courses, travel, and reading,
James developed additional expertise in European travel issues. He is now also a
member of the European skillset.

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Skill-based routing
Skill-based routing uses skillsets to match callers with the agents who can best
meet their needs.

Example
Sandra Smith wants to book a vacation to Britain. She calls several airlines to
obtain information for the trip, including:
„ schedules and fares information
„ a British Rail pass
„ a list of bed-and-breakfasts in the cities she plans to visit
„ information about tour packages

When she calls Best Air, Sandra’s call is routed to the European skillset and
presented to James Jones. James can give her information about the British Rail
pass, along with a list of bed-and-breakfasts, and a description of the available
tour packages.

When skillsets go out of service


Skillsets go out of service under the following conditions:
„ automatically, when all agents log off
„ manually, when a supervisor or an administrator changes the Out Of
Service Mode in the Skillsets window of the Configuration component

Two Out Of Service Modes are available:


„ Transition mode—Transition mode means that agents can answer queued
calls but the skillset accepts no new incoming calls. New calls receive night
service treatments defined in the call script or the default skillset. You must
initiate Transition mode manually by selecting Transition from the Out of
Service Mode list in the Skillset window of the Configuration component.
After all existing queued calls for a skillset in Transition mode are
answered or abandoned, the skillset automatically enters into Night mode.
A skillset manually placed in Transition mode that goes into Night mode
remains in this state until it is cancelled by selecting N/A from the Out of
Service Mode list.

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„ Night mode—Night mode means that the agents in a particular skillset no


longer answer queued calls and the skillset accepts no new calls. New calls
or queued calls receive treatments defined in the call script or the default
skillset. You can initiate Night mode manually in the Skillset window of
the Configuration component, or automatically if all agents belonging to
that skillset log off. When you manually place a skillset in Night mode, the
skillset remains in this state until you cancel the state by selecting N/A from
the Out of Service Mode list in the Skillset window of the Configuration
component. Canceling Night mode returns the skillset to In-service mode.

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Calls in queue

Contact Center Manager Server must make the following decisions when
presenting calls:
„ If multiple agents are available, to which agent does it present the call?
„ If multiple calls are waiting, which call does it present first?

To choose an agent
If two agents are available to answer an incoming call, the server in Contact
Center Manager Server presents the call to the agent with the highest priority
level for the skillset to which the call is queued. A supervisor bases the priority
level of a skillset on the agent’s skill level for that particular skillset. You
typically assign a higher priority level to a skillset assigned to an agent with a
higher skill level, and assign a lower priority level to a skillset assigned to an
agent with a lower skill level. Priority levels range from 1 to 48, with 1 being the
highest priority for the skillset.

If more than one agent has the same priority, the server presents the call to the
agent with the greatest idle time. Your administrator can configure the Agent
Order Preference setting in the Global Settings area of the Configuration
component of Contact Center Manager Server to base idle time on one of the
following:
„ longest total time in Idle state since logon
„ longest time in Idle state since last status change
„ longest total time since last CDN/ACD call

To choose a call
If two calls are waiting in a skillset queue when an agent for that skillset
becomes available, Contact Center Manager Server uses the following criteria
(in the order shown) to determine which call to present first:
„ call priority—This is a numeric value assigned in a script that defines the
relative importance of a call. All priority 1 calls are always answered before
any calls of priority 2 or greater.

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„ call source preference (networking environment only)—The server


determines the presentation order of calls within the same priority by first
checking the call source preference, and then checking the call age
preference. The administrator determines which calls—local or network—
receive preference, or the administrator can choose not to prioritize calls
based on source. If the administrator sets the call source preference to none,
the server does not consider the call source when presenting calls and,
instead, passes directly to the call age preference.
„ call age preference—The administrator specifies incoming call position in
the pending request queue based on the age of the call. For each skillset, the
administrator can specify Oldest or First in Queue as the call age
preference. The two age preferences differ as follows:
„ Oldest—Each call enters the queue according to the time elapsed since
entering the Master script for Contact Center Manager Administration.
When the call enters the pending request queue, the time associated with
the age of the call starts when the call enters the Master script. The older
the call is, the further toward the front of the queue the call is inserted.
The system orders queue requests in a front-to-back sequence.
„ First in Queue—Represents the age of the call since it was queued to
the skillset. For First in Queue order, the call enters at the back of the
queue, regardless of its age relation to other calls. For example, if a call
was queued 10 seconds ago, its First in Queue age is 10 seconds. Any
call entering the queue after this call enters at the back of the queue and
is considered the youngest call in the queue. The time associated with
the age of the call starts when it enters the pending request queue.

Example
The following example outlines how Contact Center Manager Server uses a
combination of call priority, call source preference, and call age preference to
present calls in the queue to agents.

In this example, the call source preference is network. Three calls are waiting in
the queue:
„ a priority 2 local call waiting in the queue for 1 minute
„ a priority 3 local call waiting in the queue for 3 minutes
„ a priority 3 network call waiting in the queue for 2 minutes

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Because call priority is the first consideration when routing calls, Contact Center
Manager Server presents the priority 2 call first, even though it was in the queue
for the least amount of time.

Then, because call source preference is the second consideration when routing
calls, the server presents the network priority 3 call next, even though it was in
the queue for less time than the local priority 3 call. Finally, the server presents
the local priority 3 call.

If the administrator does not set the call source preference, the only two criteria
for routing calls are call priority and call age preference. Therefore, in this
example, the priority 2 call is still presented first, followed by the priority 3 local
call that was in the queue for 3 minutes, and lastly the priority 3 network call
that waited for 2 minutes.

To queue to a default skillset


Your administrator can define a default skillset. Any calls not queued by the end
of script execution automatically queue to this skillset.

In the Communication Server 1000/Meridian 1 (CS1000) switch environment


and in the Communication Server 2x00/DMS environment, your administrator
can create a separate default skillset for each media type.

For example, Best Air defined Bookings as the default voice skillset. Voice
contacts not queued by the end of the script execution are presented to agents
assigned to the Bookings skillset.

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Other skillset options

Your administrator can create activity codes and threshold classes to help track
your agents’ skillset activity more effectively in reports and real-time displays.

Activity codes
Agents can assign activity (line of business) codes to the calls they answer. The
system uses activity codes to track the amount of time spent on the various types
of incoming calls. To generate reports with meaningful activity code names,
your administrator must define these activity codes at the server.

On the CS 2x00/DMS switch, agents can enter a maximum of three activity


codes.

To use this feature on the CS 2x00/DMS switch, your administrator must also:
„ enable the Line of Business feature on the switch
„ configure line of business codes in the ACDGRP table on the switch

Default activity code


On the CS 1000/Meridian 1 switches, your administrator can define two default
activity codes:
„ system default activity code—If an agent does not enter an activity code
during the entire call, the system uses the system default activity code.
„ skillset default activity code—If an agent presses the activity code key
twice during a call without entering an activity code, the system uses the
skillset default activity code.

Threshold classes
A threshold class is a set of options that determines how statistics are treated in
reports and real-time displays. You must assign an agent threshold class to each
agent; you must assign a skillset threshold class to each skillset.

Because you can define multiple threshold classes of each type, you can treat
statistics differently for different agents and skillsets.

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Threshold classes contain two types of thresholds:


„ Display thresholds—A display threshold is used in real-time displays to
determine the lower and upper end of the normal range for a statistic. In
your real-time display, you can assign different colors for statistics below
the normal range, in the normal range, or above the normal range.
„ Pegging thresholds—Pegging thresholds are used to define a cut-off value
for a statistic such as Short Call, Delay Before Answer, or Abandon.
For example, you can set the Short Call length to 10 seconds in a skillset
threshold class. If a call to a skillset with that threshold class lasts less than
10 seconds while connected to an agent, the call is pegged as a Short Call.

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Global skillset properties

Your administrator defines global properties for your system in the Global
Settings window of the Configuration component. The global skillset properties
that the administrator defines apply to all skillsets defined on your Contact
Center Manager Server. These properties include:
„ the system default skillset
„ the Recorded Announcement (RAN) route
„ the agent idle time preference
„ the delimiter used between fields in caller-entered data (for the CS 2x00/
DMS switch only)

(Networking option only) If the default skillset is a network skillset, calls not
queued by the end of script execution are queued to this skillset on the local
server.

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Section B: Working in Contact Center


Management

In this section
Overview 58
Supervisor view 60
Agent view 68
Skillset view 74
Assignments view 77
Network Agent Admin view 96

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Overview

Contact Center Management can be separated into the following five main data
views, each accessible from the View/Edit menu:
„ Supervisors (this is the default view that appears when you launch Contact
Center Management)
„ Agents
„ Skillsets
„ Assignments
„ Network Agent Admin

To switch from one view to the next, select the option from the View/Edit menu.

When you select any of these options, the system loads the corresponding type
of data in the system tree. Before you can work with each type of data, first click
a server name in the tree to log on to the server and view its agents, supervisors,
and skillsets. If you work in a networked environment (and have access to
multiple servers in the network), the system tree contains multiple servers with
each server representing a contact center in the network.

When you click Refresh, the system collapses the tree, closes the window in
which you are currently working, and reloads the Supervisor view. After the
Supervisor view reloads, you must select a server on which to log on to again.

For more information about each of these data views, see the corresponding
section in this chapter.

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To create new users, select the desired option from the Add menu. You can
choose from Agent, Supervisor, or Supervisor/Agent. When you select one of
these options, the corresponding new user details window appears, in which you
can type the user’s properties. For more information about creating users, see the
Contact Center Manager Administration online Help.

To create new agents, in addition to the preceding option, you can also right-
click a supervisor in the system tree, and then select Add Agent from the
resulting menu.

To add multiple agents, supervisors, and supervisor/agents, you can use the
Create Many feature (or you can click Add > Many Users). To use this feature,
you must first add the unique user details to a comma-delimited file, and then
import the file into Contact Center Management. For details about this feature,
see “Adding multiple users” on page 63.

The servers that you can see and the windows that you can view in Contact
Center Management vary according to the access class that your administrator
assigns to you. If you cannot access a server, window, or a type of data that you
need to work with, contact your administrator. For more information about the
access class levels required to work in each of the Contact Center Management
windows, see the Contact Center Manager Administrator’s Guide.

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Supervisor view

When you launch Contact Center Management, the Supervisor view appears.

In this view, you can:


„ view the supervisors configured on each server on the system tree, and list
the agents assigned to each supervisor
„ immediately assign agents to supervisors (ad hoc assignments) one at a
time, or assign to one supervisor all agents currently assigned to another
supervisor
„ add multiple users (agents, supervisors, and supervisor/agents) sequentially
using the Create Many feature

To create saved and scheduled assignments, you must use the Assignments
view. For more information, see “Assignments view” on page 77.

To add new supervisors, select Add > Supervisors.

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Ad hoc agent-to-supervisor assignments


To work with agents and supervisors in Supervisor view, first log on to the
appropriate server in the system tree. The server expands to reveal all
supervisors. Click a supervisor in the system tree to open the Supervisor
window. The reporting agents for the selected supervisor appear.

To quickly assign agents to a supervisor, click the Assign Agents heading. The
search feature appears.

Select the Search Agents option to search for specific agents, choosing up to
seven criteria (first name, last name, login ID, department, comment, logged in,
or logged out), or to list all agents configured on the server (only those agents
included in the partitions and supervisor/reporting agent combinations assigned
to you).

Select the Search by Supervisors option to search for agents assigned or not
assigned to a supervisor.

When you click Search or List All, the agents appear in a new table.

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To quickly find logged on agents, search by the Logged In search criteria. Use
the resulting table to quickly choose from all the logged on agents to whom you
have access on the current server.

When you find the agents you want to assign to the supervisor, select the Assign
check box beside their names, and then click Submit to immediately assign the
agents to the supervisor.

Each agent can be assigned to only one supervisor at a time.

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Use the drag-and-drop feature to assign agents to the supervisor, one agent at a
time. On the system tree in Supervisor view, locate the agent you want to assign
to the supervisor. Click the agent icon and, while still holding down the mouse
button, drag the icon over the desired supervisor icon. Release the mouse button
to immediately assign the agent to the supervisor.

Adding multiple users


Use the Create Many feature of the Supervisor view to add multiple agents,
supervisors, or supervisor/agents. This feature is useful if you need to quickly
add user details when many new employees start. You can type all the employee
information in one comma-delimited file, and import this file into Contact
Center Manager Administration. You can use this same file to import employee
information into your workforce management system, your human resources
database, and so on.

You must have an access class that includes Add/Edit/Delete Agents and
Supervisors access to use the Create Many feature of Contact Center
Management to add multiple agents, supervisor/agents, or supervisors.

You can add or delete a maximum of 100 users.

Nortel recommends that you perform this procedure during periods of low
contact center activity.

Three ways to add multiple users are available:


„ From the tree, select an existing agent you want to use as a template, and
then click Create Many in the resulting details window. The existing user
details are copied for each new user, except the user's name, login ID, and
personal DN, which are all unique for each user.
„ In the tree, right-click an existing agent, supervisor, or supervisor/agent,
and then click Create Many from the resulting menu. The existing user
details are copied for each new user, except the user's name, login ID, and
personal DN, which are all unique for each user.
„ Select Add > Many Users from any window in Contact Center
Management.

The procedure in this guide outlines the first option and involves two tasks:

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1. Create the file containing the information for each new user you want to
create.
2. Select the user in Contact Center Management to use as a template, click
Create Many, and then click Browse to navigate to the file containing the
new users, and import the file.

Creating the comma-delimited file


Use an application such as Microsoft Excel to create and save a file containing
the unique user details for each new user you create. The file must contain the
following information (if mandatory) for each user, in the order shown:

A last name (mandatory for all users)

B first name (mandatory for all users)

C login ID (mandatory for all users)

D personal DN
E agent type

F telephony port/address (mandatory where agent type = supervisor)

G SIP URI (mandatory if you are on a SIP-enabled server)


H SIP terminal (mandatory if you are on a SIP-enabled server)

I agent key

J ACD queue number

If you use Microsoft Excel, type the unique attributes for each user in an
individual row, with each attribute in a separate column of the same row. Leave
blank columns for any optional attributes that you do not use (for example, the
personal DN). Each new line in the file represents a new user. Save the file with
the extension .csv in a folder accessible from the client PC.

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If you use a text editor to create this file, type the values in one line, with each
value separated by a comma. If you want to omit one of the optional attributes
(for example, the personal DN), then you must use an additional comma to
indicate that you purposely omitted this field. If you omit two consecutive
attributes, then you must add another comma. Each new line in the file
represents a new user.

After you type the information, you must save it in a folder accessible from the
client PC. An example of the format of the file is as follows:
Kelly,Ciaran,1000,,Agent,,,,,
Donohoe,John,1001,,Agent,,,,,
Urquhart,David,1002,,Agent,,,,,
Morris,Tommy,1003,,Agent/Supervisor,2323,,,,,
When you import the file, the new agents inherit all the common attributes of the
original agent selected, and receive the unique elements in the file for each user.

Adding the new users


After you create the comma-delimited file, in Contact Center Management click
the server containing the agent whose profile you want to use as a template.
Right-click an agent in the system tree, and then select View Agent Details from
the resulting menu. The corresponding user details window appears in the right
pane.

The Create Many feature is not available in the supervisor or supervisor/agent


details view.

In the Agent Details window, click Create Many. The New Agent, Supervisor,
or Supervisor/Agent window appears, listing the properties of the user you
selected in the previous step, but with the unique fields, such as name and login
ID, hidden.

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Agent Details window (in a CS 1000/Meridian 1 - voice-only


environment)

Click Browse to find the comma-delimited file containing the users you want to
add.
Change any of the common properties for the new users you create. For
example, you can choose a new language, primary supervisor (if you create
agents), or a new call presentation class.
Click Submit to create the new users. The system saves the users under the
supervisor that you specified, and the agent or supervisor icons appear in the
system tree.

If errors occur in the file, a window appears telling you that errors were found.
You can ignore the errors and continue with the submit or stop to correct the
errors.

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If you choose to continue, those agents without errors are successfully added and
those with errors are not. If you choose not to continue, none of the agents are
added. In both instances, a new window appears with a list of the agents not
added due to errors in the file. The login ID, agent name, and reason appear in
this list.

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Agent view

In the following section, the term agent also includes users who are supervisor/
agents, as you can use the Agent view to work with both types of users.

You can use the Agent view to search for particular agents or list all agents on a
server.

To open the Agent view, click View/Edit > Agents. Click a server in the system
tree to log on to the server and work with the agents configured on it. The
Agents List window appears. In this window, you can use the agent search boxes
to locate specific agents, or you can click List All to list all agents (included in
the partitions and supervisor/reporting agent combinations assigned to you) on
the selected server.

After you locate the desired agent, assuming you have the appropriate access
class, you can:
„ view the current logon status of the agent

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„ view and edit the agent’s properties, including the agent’s assigned skillsets
and partitions
„ delete the agent from the server, or delete multiple agents simultaneously
„ quickly create a new agent by copying the current agent’s properties

For more information about creating multiple users, see “Adding multiple users”
on page 63.

To return to the list of agents that were returned using the agent search boxes or
the List All button, click the server in the system tree.

To view or edit the agent details


In the Agents List window, from the table of agents you located through your
search, can view or edit an agent’s details in two ways:
„ Click the desired agent’s name.
„ Click Functions beside the desired agent, and then select View Agent
Details from the resulting menu.

When you click either of these options, the Agent Details window appears, in
which you can view all the agent’s properties, such as name, login ID,
supervisor information, and, if you have the appropriate access class, the agent’s
assigned skillsets and partitions. You can also view the current logon status of
the agent and, if the status is Logged In, the TN at which the agent logged on.

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Agent Details window (in a CS 1000/Meridian 1 - voice-only


environment)

Use the User Details and Agent Information sections of this window to view and
change information about the agent, such as the name, login ID, user type, and
primary supervisor.

When you configure a SIP agent, you must configure the SIP URI and SIP
Terminal fields. The ACD Queue and ACD Queue Error fields are not present.

In addition, when you create supervisors and supervisor/agents, the Supervisor


Information section is enabled. In this section, you can assign supervisors and
supervisor/agents a Contact Center Manager Administration user ID and
password.

The user requires a Contact Center Manager Administration ID and password to


log on to the Contact Center Manager Administration server and to use Contact
Center Manager Administration. After you add the user’s details, you must click
Submit to save your changes.

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To view or edit ad hoc agent-to-skillset assignments


Click the Skillsets heading in the Agent Details window to view the agent’s
assigned skillsets and to change the skillset priority. (To open the Skillsets
section of the Agent Details window, you must have at least the View
Assignments access level under the Skillset Assignments heading. To change
the skillset priority or assign the agent to a new skillset, you must have the Ad
Hoc Assignments access level.) Click List All to list all configured skillsets on
the server to which you have access, and assign the agent to new skillsets.

To view or edit partition assignments


Click the Partitions heading in the Agent Details window to view the agent’s
assigned partitions and to assign the agent to new partitions.

If you cannot view or assign partitions, contact your administrator. For more
information about access in Contact Center Management, see “Available data
and access privileges” on page 42.

Select the check box beside a partition name to assign the agent to the partition.
When you click Submit, the agent is automatically included in the partition you
indicated (and can, therefore, be viewed by the supervisors to whom this
partition is assigned).

To unassign the agent from the partition, you can


„ clear the check box beside the partition name.

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„ remove the agent from the partition in the Access and Partition
Management component. To improve performance, Nortel recommends
that you select this option.

Before you unassign an agent from a partition, ensure that the agent’s supervisor
can still see the agent in Contact Center Management, Historical Reporting, and
Real-Time Reporting, either because the agent is included in another partition
assigned to the supervisor, or because the supervisor is assigned a supervisor/
reporting agent combination (which automatically includes the agent).

To delete agents in Agent view


Only users with the Add/Edit/Delete Agents access level or higher can delete
agents.

Deleting an agent
From the Functions menu in Agent view, select Delete Agent.

Note: Alternatively, you can right-click the agent’s name in the system tree, and
select Delete Agent from the resulting menu.

Deleting multiple agents simultaneously


1 In the Agents List window, select the Delete check box beside each agent.
2 Click Submit.
To delete all agents in the window, select the Delete check box in the
header row of the table (which automatically selects all agents shown), and
then click Submit.

To copy an agent’s properties


To quickly create a new agent, use the Functions menu in the Agents List
window to copy the properties of an existing agent.

You must have the Add/Edit/Delete Agents access level or higher to create
agents in Contact Center Management.

When you click Copy Agent Properties on the Functions menu, the following
properties from the existing agent appear in the New Agent Details window:

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„ skillset assignment
„ department
„ user type
„ language
„ comment
„ supervisor
„ call presentation
„ threshold
„ agent key

To create the new agent, you must enter the first name, last name, and login ID.
You can also change any of the copied properties. Click Submit to save the
agent under the supervisor specified. The agent’s icon appears in the system
tree.

While you view a user’s properties in the Agent, Supervisor, or Supervisor/


Agent Details window, you can click Create New to create a new user with most
of the same properties as the current user. When you click Create New, the New
Agent, Supervisor, or Supervisor/Agent window is populated with the preceding
listed properties.

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Skillset view

Use the Skillset view to create new ad hoc agent-to-skillset assignments and
change the priority of skillsets already assigned to agents. Click
View/Edit > Skillsets to load skillset data in the system tree, and then click the
desired server in the system tree to log on to the server and work with the
skillsets and agents configured on it.

When you click a skillset in the system tree, the Skillset window appears, listing
the agents currently assigned and their priority for this skillset.

To log on to a server and view data in the Skillset view, your administrator must
assign to you the View Assignments access level or higher under the Skillset
Assignments access heading. If you do not have this access level or higher, then
you cannot log on to the servers in Skillset view and work with skillset
assignments.

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Ad hoc agent-to-skillset assignments


In the Skillset window, you can immediately assign an agent to a new skillset or
change the priority of an assigned skillset. To change the priority of an agent
already assigned to the skillset, from the Priority list, choose the new priority.
Click Submit to save your changes.

To quickly reassign agents, you can search for agents currently logged on. You
can also use this view to simultaneously assign the same priority for a particular
skillset to a group of selected agents.

To immediately assign a new agent to the skillset, click the Assign Agents
heading. The agent search feature appears. To search for specific agents, select
from up to seven criteria (First Name, Last Name, Login ID, Department,
Comment, or Logged on or Logged off status) and click Search. Click List All to
list all agents configured on the server (only those agents included in the
partitions and supervisor/reporting agent combinations assigned to you). The
agents appear in a new table.

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From the list of unassigned agents, choose the skillset priority for each agent,
and then click Submit to save your changes. The agents are immediately
assigned to the skillset with the priority you chose.

To create saved or scheduled assignments, you must use the Assignments view.
For more information, see “Assignments view” on page 77.

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Assignments view

In the Assignments view you can create, view and edit agent-to-skillset and
agent-to-supervisor assignments. Use the Run Now feature to run saved and
scheduled assignments immediately.

Click View/Edit > Assignments to load the assignment data in the system tree,
and then click the desired server in the system tree to log on to the server and
work with the assignments configured on it.

To create ad hoc agent-to-skillset assignments, use the Skillset view. To create


ad hoc agent-to-supervisor assignments, use the Supervisor view. For more
information, see “Ad hoc agent-to-supervisor assignments” on page 61 or “Ad
hoc agent-to-skillset assignments” on page 75.

Assignment types
You can create two types of assignments in Contact Center Management:
„ Agent-to-supervisor assignments—Create agent-to-supervisor
assignments to temporarily assign multiple agents to a different supervisor
when supervisors are on breaks, are sick, are on vacation, or are taking a
course.

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„ agent-to-skillset assignments—Create agent-to-skillset assignments to


temporarily assign agents to different skillsets when agents are on breaks,
are sick, are on vacation, or are on a course.

Agent-to-supervisor assignments
To add an agent-to-supervisor assignment, click on a server in the system tree,
right-click the Agent Supervisor Assignments folder and select Add
Assignment. The New Agent to Supervisor Assignment window appears.

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agent-to-skillset assignments
To add an agent-to-skillset assignment, click on a server in the system tree,
right-click on the Agent Skillset Assignments folder and click Add Assignment.
The New Agent to Skillset Assignment window appears.

When an agent-to-skillset assignment runs, the skillset priority of each agent


added to the assignment changes. To make an agent inactive for a skillset,
change the agent’s priority to Standby. To make an agent active for a skillset,
change the agent’s priority to a value from 1 to 48 (with 1 being the highest
priority for the skillset).

In Assignments view, you can save and schedule an assignment to take effect at
a later date. You can also create a reset assignment to revert the contact center to
the original configuration that existed before the scheduled assignment was run.

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For more information about configuring agent-to-supervisor assignments and


agent-to-skillset assignments, see the Contact Center Manager Administration
online Help.

Reset assignments
When you create a scheduled agent-to-supervisor assignment or an agent-to-
skillset assignment in the Assignments view, you can create a reset assignment.
A reset assignment is a record of the original data that existed at the time you
created the assignment. For example, it contains a record of the original list of
agents assigned to a supervisor before you modify an agent-to-supervisor
assignment.

You can use a reset assignment to change and run the assignment as many times
as you require, and then run the reset assignment to return conditions to their
original state. This feature is particularly useful when you create an assignment
to cover agent or supervisor breaks, and then want to return conditions to their
normal state when the agent or supervisor returns to work.

Example
Supervisor Pat Jones takes a lunch break every day from 12:00 p.m. to 1:00 p.m.
You want to reassign Pat’s agents to Mike Smith every day from 12:00 p.m. to
1:00 p.m. To do so, follow these steps:
1. Create an agent-to-supervisor assignment that lists all of the agents
assigned to Pat.
2. Enter a name for the assignment, such as Lunchbox.
3. Select the Create Reset Assignment check box, and then click Save
Assignment.
When you create a reset assignment, the system saves it with the same
name as the original assignment, but adds two underscores (__) at the end
of the name. If you save the assignment as Lunchbox, the reset assignment
name is Lunchbox__.
4. Modify the Lunchbox assignment to reassign Pat’s agents to Mike and
schedule it to run at 12 noon every day.

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5. Schedule the Lunchbox__ reset assignment to run every day at 1:00 p.m.,
thereby reassigning all Pat’s agents back to Pat when she returns from her
lunch break.

If you delete the assignment, the system deletes the corresponding reset
assignment.

You can modify a reset assignment just as you modify any other assignment.

Agent-to-supervisor assignment scenarios


The following scenarios provide some examples of when to create agent-to-
supervisor assignments.

Example 1: Supervisor is sick


Pat Wilson, one of Best Air’s supervisors, calls in sick for the day. The contact
center manager creates and saves agent-to-supervisor assignment and a reset
assignment that lists all of the agents assigned to Pat. The manager schedules the
reset assignment to run following day. The manager then modifies the agent-to-
supervisor assignment to assign half of Pat’s agents to Chris Konings, and the
other half to Cindy Wong. The manager applies the assignment immediately,
which assigns all agents to their temporary supervisors for the day. When the
reset assignment runs, the system reassigns all agents back to Pat.

Example 2: Supervisor is on vacation


Pat booked vacation from August 17-28. The contact center manager creates and
saves an agent-to-supervisor assignment and reset assignment that lists all of the
agents assigned to Pat. The manager schedules the reset assignment to run
August 28 at 5:00 p.m. The manager then modifies the agent-to-supervisor
assignment to reassign Pat’s agents and schedules it to run August 17. When the
reset assignment runs, the system reassigns the agents back to Pat.

Example 3: Supervisor is on regularly scheduled training


At Best Air, all supervisors must participate in regular upgrading. Every four
weeks, the supervisor must spend half a day in training. Training sessions are
staggered to ensure adequate supervision of the contact center. Pat’s training
occurs every third Thursday of the month. The contact center manager sets up an
agent-to-supervisor assignment that automatically reassigns Pat’s agents for that
time.

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agent-to-skillset assignment scenarios


The following scenarios provide some examples of when you create agent-to-
skillset assignments.

Example 1: Agents are sick


Mark Schultz, an agent in Best Air’s Cargo Tracing skillset, is sick and absent
from work today. This leaves the Cargo Tracing skillset understaffed,
particularly for the period from 10:00 a.m. to 4:00 p.m., the skillset’s busiest
time. The contact center manager creates and saves an agent-to-skillset
assignment and reset assignment that lists Rose Stefanopolis as one of the
agents. The manager then modifies the agent-to-skillset assignment to assign
Rose Stefanopolis (an agent who worked in this skillset before) to the Cargo
Tracing skillset. The manager runs the agent-to-skillset assignment
immediately, and Rose is automatically reassigned. When Mark returns to work
the following day, the manager runs the reset assignment to reassign Rose to her
normal skillset.

Example 2: Coffee and lunch breaks


As agents go on break, their skillsets become understaffed. To improve skillset
coverage for coffee and lunch breaks, Best Air’s contact center manager
reassigns the skillsets during these periods.

Example 3: Shifts
During the early morning and evening periods, few agents are available. As a
result, many skillsets are understaffed. Others, such as the Cargo Tracing
skillset, do not go into service until 9:00 A.M., and go out of service at 5:00 p.m.
Best Air’s contact center manager creates and saves an agent-to-skillset
assignment and reset assignment that lists all agents that are assigned to the
Cargo Tracing skillset. The manager modifies the agent-to-skillset assignment to
assign the agents to Bookings and schedules it to run during early morning and
evening periods.

To work with scheduled assignments


In Assignments view:
„ click the assignment name in the system tree to work with existing
scheduled assignments

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„ right-click the Agent Skillset Assignments or Agent Supervisor


Assignments folder, and select Add Assignment from the resulting menu to
add new agent-to-skillset or agent-to-supervisor assignments

When you log on to a server in the system tree, it expands to reveal the Agent
Skillset Assignments and Agent Supervisor Assignments folders. Click the
appropriate folder to view the list of assignments, and then click the assignment
name to open the assignment window and view the assignment details in a table.
Based on the type of assignment that you click in the system tree, either the
Agent-to-Skillset Assignment window or the Supervisor Assignment window
appears.

The following graphic shows the assignment details that appear when you click
an existing agent-to-skillset assignment in the system tree.

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Assignment Details table (agent-to-skillset assignments)


The agent-to-skillset Assignment Details table displays the agents and skillsets
currently included in the agent-to-skillset assignment. The agent detail columns
of the table are frozen, allowing you to scroll through the skillset columns while
still viewing the agent details.

To resize the Assignment Details table area, click on the vertical margin located
between the system tree and the Assignment Details table or the horizontal
margin located near the bottom of the window. Without releasing the button on
your mouse, drag the vertical margin left or right, or the horizontal margin up or
down.

To change the skillset priority of an agent, click the skillset box for the agent,
and select the new priority number. To put the agent in Standby mode for the
selected skillset, select Standby. Click or tab to another cell to register the
change. Click Save Assignment to save the change.

ATTENTION
Click or tab to another cell to register the change before you
click Save Assignment. Otherwise, the change does not
register and is lost.

Assignment Details table (agent-to-supervisor assignments)


The supervisor Assignment Details table displays the agents and supervisors
currently included in the agent-to-supervisor assignment.

To change the supervisor to whom an agent is assigned, click in the appropriate


supervisor box, and select the new supervisor from the list that appears.

To assign multiple agents to another supervisor simultaneously, select the agents


in the Assignment Details table, and select the supervisor from the Assign
agent(s) to supervisor list. Click Apply. The agents are automatically assigned to
the new supervisor.

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Click or tab to another cell to register the change. Click Save Assignment to
save the change.

ATTENTION
Click or tab to another cell to register the change before you
click Save Assignment. Otherwise, the change does not
register and is lost.

Refresh Table button


Click Refresh Table to revert to the last saved version of the assignment. When
you click this button, the system removes all changes you made to the table but
did not save. Refresh Table is useful if you make changes to the assignment in
error and want to remove them before saving the assignment. The Refresh Table
option:
„ removes any empty rows in the table
„ removes new data that you type but do not want to save
„ returns users to the table after you hide them with Hide User (before you
click Save Assignment)

Hide User button


To temporarily remove a user from the table (for example, when you use an
existing assignment as a template for a new assignment and do not want to
include a user in the new assignment), select the user in the table and click Hide
User. To save your changes, you must click Save Assignment. If you hide one or
more users, they do not appear in the saved assignment.

To return the user to the table, click Refresh Table before you click Save
Assignment.

Go to Schedule button
To schedule the assignment, click Go to Schedule after you type assignment
information in the Assignment Details table. The Save/Schedule Assignments
section expands, in which you can type schedule details. For more information
about scheduling assignments, see “Example: To schedule an agent-to-skillset
assignment” on page 90. You can also consult the Contact Center Manager
Administration online Help for more details.

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List Available Agents heading


Click this heading to search for unassigned agents who you want to add to your
assignment. You can search by first name, last name, department, comment,
login ID, logon status (either Logged In or Logged Out), or a combination of all
of these criteria (up to a maximum of five). You cannot use the wildcard symbol
(*) in your search.

When you enter the criteria for your search, use the and/or values in the last list
to append search criteria; to clear search criteria, choose the blank value from
this list. After you enter your criteria, click Search. In the resulting table, select
the check box beside the names of the agents to add to the assignment, or select
the Select All check box at the top of the column to select all agents, and then
click Update Table. The table shows the current logon status of the agents you
find through your search, enabling you to quickly assign logged on agents.

When you click Update Table, the selected agents and their current skillsets
appear in the Assignment Details table.

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List Available Skillsets heading


Click this heading to list all available skillsets on the selected server (those
skillsets not already included in the assignment and, therefore, not appearing in
the Assignment Details table). From the resulting table, you can automatically
select all skillsets by selecting the Select All check box at the top of the table, or
you can select individual skillsets from the table. After you select the skillsets,
click Update Table to transfer them to the Assignment Details table.

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Skillset Search heading


Click this heading when you must quickly locate all agents on a server who are
assigned to a skillset, in Standby mode for a skillset, or not assigned to a
particular skillset. When you find the agents, you can add them to the current
assignment. This feature is particularly useful when you notice high call volume
for a skillset. You can locate all agents in Standby mode for the skillset, and you
can assign them to handle the excess calls.

You can search for a maximum of five skillsets.

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Save/Schedule Assignments heading


After you fill the Assignment Details table with the users and skillsets that you
want to include in the assignment, and choose the correct skillset priority for all
the skillsets, click Save/Schedule Assignments to enter the assignment name,
select the schedule details, and save the assignment.

You can click Go To Schedule under the Assignment Details table to jump
directly to this section.

For information about the boxes in this section of the window, see the Contact
Center Manager Administration online Help. To save or schedule an
assignment, enter an assignment name, and then choose the schedule type from
the Schedule Type list. You can choose Specific Date, Daily, Weekly, or
Monthly, with different schedule options for each choice.

To create a reset assignment, select the Create Reset Assignment check box.
When you finish scheduling your assignment, click Save Assignment, and then
click Schedule. The Next Run Time box indicates the next time the assignment
runs, relative to the Contact Center Manager Administration server time shown.

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Run Now button


After you save or schedule an assignment, click Run Now to immediately run
the assignment. Note that if you open an existing saved or scheduled
assignment, and you make any changes to it, you must click Save Assignment
before you click Run Now. When you run a scheduled assignment immediately,
the assignment also runs at the scheduled time.

If you do not want to review the assignment details before you run it, and if you
are sure of the assignment name, then in the tree, right-click the assignment
name, and then select Run Now from the resulting menu. The assignment runs
immediately.

Example: To schedule an agent-to-skillset assignment


This example shows you how to use the following features of the Agent-to-
Skillset Assignment window in Contact Center Management:
„ the Assignment Details table
„ the Save/Schedule Assignments section
„ the Reset Assignment option

In this example, you create and schedule an agent-to-skillset assignment that


includes three agents. You must reassign these three agents to new skillsets
while the regular agents take a break every day from 3:00 to 3:30 p.m.

Scheduling a new agent-to-skillset assignment


When working in Assignments view, you must ensure that the Assignment
Details table shows only those agents and skillsets that you want to include in
the assignment because the system saves everything visible in this table to the
assignment.
1 Click View/Edit > Assignments.
Result: The Assignments view appears.
2 On the system tree, log on to the server on which you want to work with
assignments.
Result: The server expands to reveal the Agent Skillset Assignments and
Agent Supervisor Assignments folders.

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3 Right-click the Agent Skillset Assignments folder, and from the menu,
click Add Assignment.
Result: The New Agent-to-Skillset Assignment window appears.
4 Click the Assignment Details heading to expand it.
5 Click the List Available Agents heading to use the agent search feature.
6 From the agent search lists, enter the search criteria for the three agents.
You can search by First Name, Last Name, Login ID, Comment,
Department, or logon status (either Logged In or Logged Out).
Tip: In this example, if you know that the last names of the agents are
Crowley, Crump, and Spry, you can enter the following:

7 Click Search.
Result: The agent names matching your search criteria appear in the
results table.
8 Select the Select All box in the heading row to select all of the agents
returned in the search.

9 Click Update Table.


Result: The agents you selected appear in the Assignment Details table at
the top of the window, along with the skillsets already assigned to them.
10 Perform steps 6 to 9 until the Assignment Details table contains all agents
to include in the assignment.

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11 Review the skillsets in the Assignment Details table. To add new skillsets to
the table, click List Available Skillsets.
Result: The list of available skillsets (those not yet assigned to the agents
you selected) appears in a new table.
12 Select each skillset that you want to add to the table, and then click Update
Table.
Result: The skillsets appear in the Assignment Details table, along with the
agents you selected.
13 In skillset area of the Assignment Details table, for each skillset that you
assign to an agent, type the skillset priority number, or select the priority
from the Skillset list. Repeat this step for each agent.
The skillset priority numbers can range from 1 to 48, where 1 is the highest
priority and 48 is the lowest priority. You can also put the agent in Standby
mode for a skillset by typing or selecting Standby. To unassign the agent
from a skillset, leave the cell for this skillset blank.
14 After you type the last skillset priority number, click in any other box in the
same row of the table, or press Tab.
15 When you finish changing the skillset priority numbers, click Go to
Schedule.
Result: The system moves the focus to the Save/Schedule Assignments
section. The Save/Schedule Assignments heading is expanded.
16 In the Save Assignment As box, type the assignment name. This name
must be unique.
17 From the Schedule Type list, select Daily.
18 Beside the CCMA Server Time box, click Reset.
Click Reset to see the current Contact Center Manager Administration
server time. The system generates all scheduled assignments based on
this time, so you must take this time into account when scheduling your
assignments. For example, where you are, it is currently 9:00 a.m., but the
Contact Center Manager Administration server time is 11:00 a.m., 2 hours
later. Therefore, when you type a start time for your assignment, you type
the time when you want to run the assignment, plus 2 hours. In this
example, to schedule an assignment to run at 3:00 p.m., you type a start
time of 5:00 p.m., 2 hours later. When it is 5:00 p.m. at the Contact Center
Manager Administration server (and 3:00 p.m. where you are), the system
runs the assignment.

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19 In the Start Time box, type the start time, based on the Contact Center
Manager Administration server time.
20 Click the triangle beside the Start Date box. A calendar appears, from
which you can select the start date.

21 Click the start date for the assignment.


22 Select the Create Reset Assignment check box. For more information
about reset assignments, see “Reset assignments” on page 80.
When you save the assignment, the system saves a reset assignment with
the same name as the original assignment, but with two underscores (__)
at the end of the name. In this example, the original assignment is called
Lunchbreak, and the reset assignment is called Lunchbreak__.
23 Click Save Assignment.
24 Click Schedule to activate the assignment’s schedule.
25 To reset the skillset assignment when the agents return from their break,
use the reset assignment. On the system tree, click the reset assignment
Lunchbreak__. The assignment properties appear in the Agent-to-Skillset
Assignment window.
26 In the Save/Schedule Assignments section, from the Schedule Type list,
select Daily.
27 Beside the CCMA Server Time box, click Reset.
28 In the Start Time box, type the assignment start time, based on the
Contact Center Manager Administration server time.
29 Click the triangle beside the Start Date box. A calendar appears, from
which you can select the start date.
30 Click the start date.

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31 Click Schedule to activate the assignment’s schedule. At 3:30 p.m., when


the original agents return from their break, the system reassigns their
skillsets back to them.

For details about creating, saving, and scheduling assignments, see the Contact
Center Manager Administration online Help.

To view scheduled assignments in Contact Center Management


Use the Scheduled Assignments window to view details about a scheduled
assignment, such as the name, type, the server on which it is run, and details
about the schedule time.

You must have View Assignments access for both agent-to-skillset assignments
and agent-to-supervisor assignments to see both types of assignments in this
window. If you have access to only one assignment type, then you can see only
the schedules for that type of assignment. Likewise, you can see only
assignments scheduled on the servers on which your access class is configured.

With Schedule Assignments access, however, you can also use this window to
delete the schedules of the assignments listed, leaving the assignments intact on
the server. If you have View Assignments access or less, you cannot delete
schedules, you can only view the assignments.

Example of access privileges


Your network includes three servers: Montreal, Toronto, and New York. You
have Schedule Assignments access for agent-to-supervisor assignments only,
and only on the Montreal server. When you open this window, you can see and
delete only agent-to-supervisor assignments scheduled on the Montreal server.
You cannot see agent-to-skillset assignments, and you cannot see any other
scheduled assignments on either the Toronto or New York server.

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To view the list of scheduled assignments in Contact Center Management, in


Assignments view, click Scheduled Events. The Scheduled Events window
appears, listing all scheduled assignments to which you have access, on the
servers included in your access class.

To delete scheduled assignments


If you have an access class that contains Scheduled Assignments access to
agent-to-supervisor assignments or agent-to-skillset assignments (or both), then
you can use the Scheduled Events window in Contact Center Management to
delete the schedules of all assignments that you can see in the window, including
those created and scheduled by other users. When you delete the schedule, the
assignment remains saved on the server.

To delete a schedule, select the assignment in the table, and then click Remove.

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Network Agent Admin view

You can use the Network Agent Admin view to search for agents by selected
agent properties or by skillset assignment across multiple servers in the network.
You can also use the Network Agent Admin view to view skillset assignments
for each agent and modify skillset assignment priority levels for each agent.

The servers available for searching appear in a list. To view a server in the list,
you must have the following access privileges for that server:
„ Access based on the CCM privilege for the CCM - Network Agent Admin
view access class element
„ None or higher for the CCM access class element.

Contact your administrator to verify your access level.

When you click the first name or last name of an agent returned in the search,
the Agent Details window appears. When you click a skillset in the skillset table,
the Skillset view appears.

To launch Network Agent Admin view, from the menu click View/Edit >
Network Agent Admin.

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Network Agent Search


Use the Network Agent Search feature to search for agents across servers. The
search criteria include First Name, Last Name, Department, Comment, Login
ID, Logged In, and Logged Out. The search is based on conditions that include
Contains, Equal to, or Starts with. You can define up to five levels of search
criteria.

Network Skillset Search


Use the Network Skillset Search feature to search for agents across servers
based on skillset assignments. The first search criteria list includes Skillset,
Assigned, and Standby. The second search criteria list includes Logged In and
Logged Out. You can define up to five levels of search criteria.

When the search begins, a progress summary of the servers that respond
appears.

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The search results include the first name, last name, login ID, agent status, and
server of the agent. The search results are read-only, and you can sort the search
results by clicking the column headers.

Agent Details
Click the first name or the last name of an agent to view the agent details for that
agent. The Agent Details window appears in a new browser.

Click in the column to the left of the First Name column of an agent to view the
skillset assignments for that agent.

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The skillset assignments for the selected agent appear below the search results.

Skillset view
Click a skillset in the Agent Details section to launch the Skillset view in a new
browser. Depending on your access and partition assignment, you can modify
skillset assignments in this view.

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100 Contact Center Manager


Chapter 4

Real-Time Reporting

In this chapter
What is new in Real-Time Reporting 102
To use real-time displays to monitor your contact center 106
Available data and access privileges 109
Overview of real-time displays 110
To work with real-time displays 117
Subtotals and totals in real-time display grids 134
Multipage displays 138
Chart displays 140
Graphical displays 150
Section A: Real-time statistics 163
Section B: Network-consolidated real-time displays 179

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What is new in Real-Time Reporting

The following Real-Time Reporting features are new:


„ standard filters for skillset real-time displays—You can now select
standard filters on the Filters tab when configuring your private tabular
skillset real-time displays. The standard filters are the supervisor/reporting
agents assigned to you in Access and Partition Management. When you
select a supervisor’s name from the list of configured filters, the skillset
display includes the skillsets assigned to the agents who report to the
selected supervisor. Select more than one standard filter to view the
skillsets assigned to the agents reporting to the specified supervisors. If you
do not select a filter, you see all skillsets in the display.

ATTENTION If an agent assigned to the selected supervisor has


skillsets not included in your partition, then these skillsets
do not appear in the skillset real-time display.

„ ability to view non-staffed skillsets—When you view a skillset real-time


display, you can click a button to view the list of all the skillsets that have
no agents logged on (out of those included in the partition assigned to you).
Unlike the real-time display from which you launch this window, the list of
non-staffed skillsets does not refresh automatically. Instead, you must
manually refresh the list to get the latest information.
„ select filters from a list in real-time displays—You can now choose,
from a filter list, to apply one or more standard or custom filters while
viewing launched private or public, agent or skillset, real-time displays.
You can select only one filter for agent map displays. When you apply a
filter to a launched private display, you can save your changes so that the
next time you launch the private display, these last saved filters are used.
When you launch a public display template, no default filters are associated
with the template. You can also choose filters from the filter list while you
view the launched display, but you cannot save the selected filters with the
public template.
Because you can create filters that include agents, skillsets, and
applications, the following public and private real-time displays have a
filter list:

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„ Agent
„ Skillset

„ Application

„ Consolidated Agent Position Status Count

„ Consolidated Skillset

„ Consolidated Application

„ Agent Map (you can select only one filter)

The standard filters are applicable to agent and skillset displays only. The
supervisors assigned to the user are the standard filters. If you select the
Supervisors heading, then all supervisor filters are selected. Similarly, if
you select the Custom heading, then all the custom filters are selected.
„ configure colors in standard tabular displays for values less than
threshold leve1 1—For private tabular real-time displays, you can now set
the color for statistics below the level 1 threshold value, in addition to the
existing threshold functionality in which you set the colors for statistics
between the level 1 and level 2 values, and above the level 2 threshold
value. If you do not assign custom threshold colors to the real-time
displays, the system assigns default colors. The default color for values that
reach between level 1 and level 2 is yellow, and the default color for values
that exceed level 2 is red. The color for Service Level% is slightly different,
however, with red appearing when the value is below level 1, and yellow
appearing when the value is between level 1 and level 2.
„ show agent’s personal DN—When you configure your agent map
displays, you can now determine whether the agents’ personal DNs appear
in the agent boxes in the agent map.
„ exclude logged out agents from agent map—When you configure your
agent map displays, select the Hide logged out Agents check box to view
only agents currently logged on when you launch the agent map. If you do
not select this check box, you see all agents in the filter that you attach to
the display, both logged on and logged off.
„ resize agent map (upwards)—In box view, you can use the zoom option
to resize agent map displays by making them larger (125, 150, 200, or 300
percent of their normal size). The resizing option does not apply to agent
maps in the icon view.

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„ threshold alerts (flashing text on agent map)—For agent map displays,


you can choose whether the text flashes in the box view when a threshold
value is reached.
„ view threshold timers from billboard properties—When you configure
an application, skillset, or Interactive Voice Response (IVR) type billboard,
you can now view the existing threshold values for a particular statistic.
This information is read-only.
„ add labels to the x- and y-axis of bar charts—When you launch
horizontal or vertical bar charts, you can now see statistic labels on the x- or
y-axis of the chart display.
„ linked display from agent map—While viewing an agent map graphical
display, you can launch a real-time display of your choosing on the
corresponding server. When customizing the agent map, you can choose
which display launches when you click the Linked Display button. You can
choose from all the private, public, and standard displays (both tabular and
graphical) to which you have access on the selected server.
„ ability to share graphical displays—After you customize a graphical
display and save it in your Private Graphical Displays folder, if you have
the correct access class, you can share the display with other users by
making a public copy of it. You can make public copies of all types of
graphical displays except agent maps. You can copy the display to the
Public Graphical Displays folder only on the selected server; you cannot
copy graphical displays across all servers to which you have access in the
network (unlike real-time tabular displays).
„ additional flexibility when configuring collections—You can now
configure four types of collection displays: private and public collections,
and private and public billboard collections. A collection is a user-definable
grouping of data windows that can include a combination of up to six
displays of any type, except agent maps or other collections. A billboard
collection is a user-definable grouping of data windows that can include a
combination of up to 25 billboard displays.
„ % Service Level on chart displays—When configuring a skillset or
application chart display, you can now choose the % Service Level statistic.
„ change default background color on billboards—You can set the
threshold alerts for billboard graphical displays when the statistic values
exceed the threshold levels. The default color for statistics that exceed the
level 1 value is yellow, while those that exceed level 2 appear in red. You

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can change these colors in the Properties windows when you customize
your billboard displays. You can also set the color for statistics below the
level 1 threshold value. When the level 1 and level 2 threshold levels are
exceeded, or when the statistic is below the level 1 threshold, the
background of the billboard display changes to the color you specify for the
threshold level.
„ IVR tabular displays—Standard IVR displays are now available on a
CS 2x00 switch. The same fields on a CS 1000/Meridian 1 switch are
available on a CS 2x00 switch to create a custom IVR display.
„ IVR graphical displays—Users can create custom IVR Chart and IVR
Billboard displays. The same fields on a CS 1000/Meridian 1 switch are
available on a CS 2x00 switch to create the custom IVR Chart and IVR
Billboard displays.

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To use real-time displays to monitor your


contact center

You can use the Real-Time Reporting displays to identify service-level


problems resulting from situations such as:
„ unusual numbers of unavailable agents
„ unusual call volumes
„ inefficient skillset assignments

You can monitor these situations for each site, or, if you work in a networked
environment and have access to a Network Control Center (NCC) server, you
can monitor all sites configured in your network by using the network-
consolidated real-time displays.

This section describes how to identify these situations from the standard real-
time displays (the public displays shipped with Contact Center Manager
Administration). You can also create your own custom real-time displays.

Agents unavailable
To determine how many agents are unavailable at a site, use the Standard Agent
display and the Standard Skillset display. To compare the statistics at all sites in
the network, use the Consolidated Agent Position Status Count display.

On the Standard Agent display, consider the following information:


„ Number of agents listed—Shows all agents currently logged on. If the
number of logged on agents is low, you must determine why. Are agents
sick, late, or on vacation?
„ DN call statistics—Shows how many agents are currently active on DN
calls.
„ In Calls Status and Time In State—Shows how many agents are in
Walkaway, Busy, or Active state, and for how long.

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On the Standard Skillset display, look at the following columns:


„ Agents Staffed—Shows how many agents are logged on for this skillset.
„ Agents Idle—Shows how many agents are waiting to take calls for this
skillset.
„ Agent Not Ready—Shows how many agents logged on to this skillset are
in Not Ready state.

On the Consolidated Agent Position Status Count display, look at the following
columns:
„ In Service—Shows how many agents are logged on for this skillset at all
network sites.
„ Agents Waiting—Shows how many agents are waiting to take calls for this
skillset at all network sites.
„ Agent Not Ready—Shows how many agents logged on to this skillset are
in Not Ready state at all network sites.

Call volume
To examine call volume for a skillset at one site in the network, use the Standard
Skillset display. If you have the networking feature enabled, you can view the
call volume statistics for all sites in the network by using the Consolidated
Skillset display.

On the Standard Skillset display, look at the following columns:


„ Waiting—Shows the number of calls currently queued for the skillset.
Skillsets with high numbers of calls waiting probably need more agents.
„ Average Answer Delay—Shows how long, on average, callers waited in
the skillset queue. Skillsets with long delays might need additional staffing.
„ % Service Level—Shows how many calls met the targeted service level
for the skillset. If the number is too low, you might need additional staffing.

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On the Consolidated Skillset display, look at the following columns:


„ Waiting—Shows the number of local and network calls currently queued
for the skillset at each site. Skillsets with high numbers of calls waiting
probably need more agents.
„ Average Answer Delay—Shows how long, on average, local and network
calls waited in the skillset queue. Skillsets with long delays might need
additional staffing.
„ % Service Level—Shows how many local and network calls met the
targeted service level for the skillset. If the number is too low, you might
need additional staffing.

Inefficient agent-to-skillset assignments


To identify inefficiencies in agent-to-skillset assignments, use the Standard
Agent display, the Standard Skillset display, and the Consolidated Agent
Position Status Count display.

On the Standard Agent display, look at the following columns:


„ In Calls Status—Shows the number of agents in Idle state.
„ Time in State—Shows how long agents are in Idle state.

On the Standard Skillset display, look at the following columns:


„ Agents Staffed—Shows how many agents are logged on for this skillset.
„ Agents Idle—Shows how many agents are waiting to take calls for this
skillset.

On the Consolidated Agent Position Status Count display, look at the following
columns:
„ In Service—Shows how many agents are logged on for this skillset at all
network sites.
„ Waiting—Shows how many agents are waiting to take calls for this skillset
at all network sites.

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Available data and access privileges

The administrator uses the Access and Partition Management component to


create and administer Contact Center Manager Administration users. These
users can log on and use Contact Center Manager Administration components
such as Contact Center Management, Real-Time Reporting, or Historical
Reporting. When the administrator creates a user in Access and Partition
Management, the administrator can specify the following:
„ Access classes—These define what access rights or privileges a user has—
what you are allowed to do. For example, a user might be restricted to view
access of agent properties only.
„ Partitions—These define what data a user can see within Contact Center
Management, Real-Time Reporting, and Historical Reporting. For
example, a user might have access to create private real-time displays, but
might not have access to create public displays.

If you cannot access particular operations or views, or if you cannot view data
elements (for example Agents, CDNs, and Report Groups), contact your
administrator to request extra permissions on your user account.

If you have administrator privileges within the Access and Partition


Management component and require more information about users, access
classes, partitions, or report groups, see the Nortel Contact Center Manager
Administrator’s Guide for complete information.

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Overview of real-time displays

Real-time displays provide up-to-date statistics for your contact center and its
resources. You can use these statistics to monitor your contact center and
determine its effectiveness.

Contact Center Manager Administration has four main types of displays:


„ Public Tabular Displays—These displays include both the standard
tabular displays that ship with Contact Center Manager, and the custom
Private Tabular Displays that you share with your coworkers by saving
them in the Public Tabular Displays folder. To modify either type of
display, you must make a copy of the display and save it as a private (user-
defined) display.
„ Public Graphical Displays—After you customize a graphical display and
save it in your Private Graphical Displays folder, provided that you have
the correct access class, you can share the display with other users by
making a public copy of it. You can make public copies of all types of
graphical displays except agent maps. You can copy the display to the
Public Graphical Displays folder on the selected server only; you cannot
copy graphical displays across all servers to which you have access in the
network (unlike real-time tabular displays). To modify these displays, you
must make a copy of the display and save it as a private (user-defined)
display.
Unlike chart and billboard graphical displays, for collections and billboard
collection displays, you do not have to make a private custom copy of the
display before saving a copy of it as a public display. Instead, provided you
have the correct access class, you create a new public display just as you
create a new private display.
„ Private Tabular Displays—These are copies of Public Tabular Displays
that you customize and save in your Private Tabular Displays folder. Only
the creator of the private display can access or modify it. To grant other
users access to your private display, you must save a copy of it as a public
display. You can save public copies of Private Tabular Displays on the
current server, or across all servers to which you have access.
„ Private Graphical Displays—These can either be new custom displays
that you create and save in your Private Graphical Displays folder, or

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copies of public displays that other users share with you by saving them in
the Public Graphical Displays folder. Only the creator of the private display
can access or modify it. To grant other users access to your private display,
you must save a copy of it as a public display.

Display formats
You can view the Contact Center Manager real-time displays in the following
formats:
„ Grid displays—Also called tabular displays, these displays are arranged in
table format, with the statistics appearing in rows and columns. Grid
displays contain subtotals of data either for each site in the network, for
each filter that you apply, or for each element in the display (for example,
each skillset), depending on the display configuration. Grid displays also
contain a grand total of all statistics in the display. For more information,
see “Subtotals and totals in real-time display grids” on page 134.
„ Chart displays—Two types of chart displays in Real-Time Reporting are
available: chart graphical displays that you configure and store on the
system tree under the server of your choice, and summary charts that you
can launch only from the grid displays. Summary charts summarize the
statistics shown in the grid display from which you launch them, in either
bar chart or pie chart format. You can launch a site summary chart from a
nodal grid display, and a network summary chart from a network-
consolidated grid display.
„ Agent maps—You can use agent maps to view a representation of all the
agents to whom you have access in your contact center in a single graphical
display. Each agent is shown as a color-coded position block that indicates
the agent’s first name, or last name (or both), agent state, time in state, login
ID, and, optionally, the agent’s position ID or personal DN. You can
customize your agent maps by choosing the threshold and agent state
colors, and by rearranging the agent map icons to represent your contact
center layout. You can also choose whether to display the following
combinations in the icon header:
„ agent first name, followed by last name

„ agent last name, followed by first name

„ agent first name and login ID

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„ agent last name and login ID


„ Billboards—You can configure billboards only for skillset, application,
and IVR data. With a billboard, you can choose one statistic that you want
to monitor closely, such as the number of calls waiting, and one skillset or
application (out of all skillsets and applications in your partition).
Alternatively, instead of selecting one skillset or application, select
Summary to view a summary of the statistic for all applications or skillsets
in your partition on the selected server (for nodal graphical displays), or
across all servers in the network (for network-consolidated graphical
displays), or for all IVR queues on the selected server. When you launch
the billboard, the statistic appears as a large colored number that updates at
the default refresh rate of 5 seconds. When you configure billboards, you
can choose the font color for the display, as well as the threshold colors
when the statistic is below the Level 1 threshold value, between Level 1
and Level 2, and above Level 2.
Note: When you create IVR billboards, you can view a summary of the
chosen statistic on the selected server across all IVR queues only; you
cannot select a particular IVR queue.
„ Collections—You can configure four different types of collections: private
or public collections, and private or public billboard collections. A
collection is a group of real-time displays appearing in one window, which
you can use to simultaneously view multiple statistics types. You can
configure a collection to include a maximum of six displays of any type,
except agent maps and other collections.
„ Billboard collections—A billboard collection is a grouping of data
windows that you can define to include a combination of up to 25 billboard
displays.

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Types of real-time displays


The following types of nodal real-time displays are available in Contact Center
Manager:
„ agent
„ application
„ IVR (Communication Server 1000/Meridian 1 PBX switch and SIP-
enabled server only)
„ route (CS 1000/Meridian 1 switch only and SIP-enabled server only)
„ skillset
„ contact center summary (nodal)

The following types of network-consolidated real-time displays are available in


Contact Center Manager (for the CS 1000/Meridian 1 networking switch only):
„ agent
„ skillset
„ application

Nodal real-time displays


Contact Center Manager Administration offers you six nodal real-time displays:
agent, application, IVR, nodal, route, and skillset. Nodal real-time displays
provide you with a real-time view of contact center activities for each site. You
can customize the standard nodal displays by arranging the columns, applying
filters and supervisor/reporting agent combinations, and changing the colors.
For more information, see “To configure private display properties” on page
121.

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Network-consolidated real-time displays


If you have networked servers in Contact Center Manager Server, in addition to
the standard nodal displays, Contact Center Manager Administration offers the
following three network-consolidated displays:
„ Consolidated Agent Position Status Count display
„ Consolidated Application display
„ Consolidated Skillset display

These displays provide you with an overall, real-time view of contact center
activities across multiple Contact Center Manager Servers. You can launch these
displays if you have access to a Network Control Center (NCC) server. For a list
of all the statistics columns included in the standard displays, see Section B:
“Network-consolidated real-time displays” on page 179.

The displays offer subtotals of activity for each Contact Center Manager Server
site in the contact center network, and a grand total of all statistics shown on the
display. For more information, see “Subtotals and totals in real-time display
grids” on page 134.

Public real-time displays


Public displays include both nodal and network-consolidated displays (if you
work in a networked environment). The following types of public displays are
available in Contact Center Manager Administration:
„ Standard real-time displays—The set of standard real-time displays
shipped with the software and that every Real-Time Reporting user can
access. The contents of these real-time displays are predefined and cannot
be modified. You can launch these displays from the Public Tabular
Displays folder under each server on the system tree, or you can make
copies of them and save them in your private displays folder. You cannot
delete standard public displays.
„ Private real-time displays (made public)—The copies of private displays
that users save in the Public Tabular Displays or Public Graphical Displays
folder.

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After you customize a private real-time display, you can share it with other
users by making a public copy of it. For grid displays, you can copy the
display to the Public Tabular Displays folder on the same server as the
private display, or across all servers to which you have access in the
network. For graphical displays, you can copy the display only to the Public
Graphical Displays folder on the server on which the private display is
stored. The copied display retains all your custom settings except filter
information.
Unlike chart and billboard graphical displays, for collections and billboard
collections, you need not make a private, custom copy of the display before
saving a copy of it as a public display. Instead, provided you have the
correct access class, you create a new public display just as you create a
new private display.
Like all standard public displays, public copies of private displays contain
no filter information. To add filters to these public displays, you can select
a filter while the display is running or make private copies of the public
displays first. Filters selected for a running public display are not saved
when the display is closed.
To delete these displays, you must have administrator privileges and be
logged on to the server as webadmin. For more information about making
public copies of private displays, see the Contact Center Manager
Administration online Help.

Private real-time displays


Private real-time displays are those that you create yourself by making copies of
the public displays and modifying them to display the type of information that
you need to monitor your contact center. When you save a display in your
Private Tabular Displays folder, only you can access the display.

You can apply color schemes, add custom formulas, and insert or remove
statistics columns. You can also apply filters to most of the real-time displays
(all except the Standard Nodal, IVR, and Route displays). You can use filters to
specify the skillset, application, and agent data that you want to see in your
displays. In addition, you can apply supervisor/reporting agent combinations for
your private, custom agent displays only. For more information, see “To assign
supervisor/reporting agent combinations to Real-Time Displays” on page 129.

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You can also share your custom real-time displays with other users by making
public copies of them. For more information, see “To make public copies of
Private Tabular Displays” on page 131.

Data collection modes


To data collection modes are available:
„ Moving window mode—In moving window mode, cumulative statistics
shown represent the last 10 minutes of system activity. For example, in a
Standard Skillset display, the number appearing in the calls answered
column represents the number of calls answered in the past 10 minutes for
that particular skillset.
„ Interval-to-date mode—In interval-to-date mode, statistics are collected
only for the current interval. When the interval is over, data fields initialize
to zero (0), and collection begins for the next interval.
Note: The administrator configures the interval-to-date mode in the Real-
time Statistics area of the Configuration component in Contact Center
Manager Administration.

If you cannot view data in the selected mode, verify that the administrator
enabled the mode of your choice on Contact Center Manager Server using the
Real-Time Statistics Multicast configuration tool. The administrator sets the
interval. Intervals can range from 15 minutes to 24 hours.

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To work with real-time displays

From the Real-Time Reporting main window, you can log on to any of the
servers shown on the system tree, subject to access class restrictions, and work
with their public or private displays.

Private displays appear under a server only after you create them.

Real-Time Reporting window

Real-Time display
To launch a display with its default properties directly from the system tree,
double-click the display name. The grid display appears in a separate window
and updates at the default refresh rate for public displays, or at the rate that you
specify for private displays.

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The default refresh rate for public displays varies based on the type of display
that you launch:
„ Network-consolidated displays have a default refresh rate of 5 seconds.
„ The Standard Agent nodal display has a default refresh rate of 1 second.
„ All other standard nodal displays have a default refresh rate of 2 seconds.

Non-staffed skillsets
In a launched skillset real-time display grid (either public or private), you can
click the Non-Staffed Skillsets button to view all the skillsets in your partition
that currently have no agents logged on.

The list of skillsets is static. To update the list, click Refresh.

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Non-Staffed Skillsets window

To delete public copies of private displays


Only the administrator, logged on as webadmin, can delete public copies of
private displays. For more information, see the Contact Center Manager
Administration online Help.

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To create private displays


When you click a public display on the system tree, you can launch the display
or make a copy of it and save it in your Private Tabular Displays folder.

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To configure private display properties


When you make a private copy of a public display, you can specify the
following display properties:
„ the display refresh rate (minimum 0.5, or 0.5 to 99 seconds)

ATTENTION
The fastest rate at which real-time data from Contact
Center Manager Server can reach the end user in Contact
Center Manager Administration is equal to the highest
value among the following settings:
„ the Multicast Rate (set on Contact Center Manager
Server)
„ the Output Rate (set on the Contact Center Manager
Administration server)
„ the Transform Rate (set on the Contact Center Manager
Administration server)
Example
If the Contact Center Manager Server Multicast Rate is set
to 2 seconds, the Contact Center Manager Administration
server Transform Rate is set to 1 second, and the Contact
Center Manager Administration server Output Rate is 7
seconds, then the data on the client PC does not refresh
faster than every 7 seconds, regardless of the refresh rate that
you choose in Real-Time Reporting.
If the refresh rate that you set for your private real-time
displays is faster than the rate at which the Contact Center
Manager Administration server sends real-time data, your
displays refresh at the rate you set, but you do not see
changes to your data in every refresh cycle. Contact your
administrator for more information about the rates set on the
Contact Center Manager Administration server and the
server in Contact Center Manager Server.

„ the data collection mode (either moving window or interval-to-date)


„ the summary chart type (bar chart or pie chart) and fill color (color or
black-and-white) for all displays except the Standard Agent display,
Standard Route display, and Standard Nodal display

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„ the path for summary charts that you export as either .bmp or .jpg files, and
file name prefix for grid displays that you export to the Contact Center
Manager Administration server
„ the grouping of the first three columns in the network-consolidated displays
(not shown in the following graphic). The order that you specify affects the
subtotals that you see in the display. For more information, see “Subtotals
and totals in real-time display grids” on page 134.
„ the colors of the display rows (the filter and site subtotals and grand total)
„ the display title
„ the font size of the statistics shown in the display
„ whether you want to make a public copy of your private display across all
servers in the network to which you have access, or on the selected server
only

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To select and arrange columns in private displays


The real-time display grids have two kinds of columns: system columns (the site
name, filter name, and skillset or application name), and statistics columns,
which contain the statistics values that update in real time.

For private network-consolidated displays, you can choose the order of the three
system columns in the Properties tab. The order you choose determines the
subtotals shown in the display. For more information, see “Subtotals and totals
in real-time display grids” on page 134.

You can remove, rename, and arrange the order of the statistics columns in your
private displays. In addition, for nodal displays only, you can add new columns
and custom formulas to the displays, and you can assign threshold colors to
some of the display columns.

Formulas
Real-Time Reporting includes some system-defined formulas, such as the
Average Answer Delay. You cannot change system-defined formulas. However,
your administrator can create custom formulas by combining existing fields and
mathematical operators. You can then add these custom formulas to your private
nodal displays just as you add any other type of statistics column.

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For more information about customizing your displays, see the Contact Center
Manager Administration online Help.

Thresholds in real-time display grids


Thresholds are used to highlight exceptional conditions in the contact center.
Your administrator can define two threshold values for system activity: the low
value (level 1) and the high value (level 2). These values result in three
operational levels:
„ Below level 1—Based on the type of statistic, this level can mean normal
contact center operation with no action required (that is, the lower the
number of calls waiting, the better), or it can signify an alert situation that
requires attention (that is, the lower the service level percentage, the worse
the situation).
„ Between level 1 and level 2—Action might be required to prevent contact
center performance from moving beyond acceptable operating levels.
„ Above level 2—Based on the type of statistic, this level can mean normal
contact center operation with no action required (that is, the higher the
service level percentage, the better), or it can signify an alert situation that
requires attention (that is, the greater the number of calls waiting, the worse
the situation).

Thresholds apply to both nodal and network-consolidated real-time displays.


However, thresholds behave differently for each type of display.

Thresholds in nodal real-time displays


When you customize the columns of your private nodal displays, you can
specify the colors for the real-time statistics that exceed the defined threshold
values, or for the statistics that fall below the level 1 threshold value. When you
launch your private nodal display, statistics that exceed the threshold values
appear in the color you chose, as shown in the following graphic. If you do not
assign custom threshold colors to the real-time displays, the system assigns
default colors. The default color for values below level 1 is white, between level
1 and level 2 is yellow, and above level 2 is red. The color for Service Level % is
slightly different, however, with red appearing when the value is below level 1
and yellow appearing when the value is between level 1 and level 2.

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Thresholds in network-consolidated real-time displays


You cannot choose the threshold colors for your private network-consolidated
real-time displays; statistics that exceed the level 1 value appear in yellow, while
those that exceed the level 2 value appear in red. The color for Service Level %
is slightly different, however, with red appearing when the value is below level 1
and yellow appearing when the value is between level 1 and level 2.
In these displays, when statistics exceed a threshold value, the subtotal row in
the applicable section indicates which column in the display contains this
statistic.

In the following display, for example, there are two threshold conditions in the
Sales filter, as shown in the subtotal line.

To view the statistics that exceed the threshold levels, manually expand the
section by clicking the plus sign (+) beside the filter name.

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The statistics appear highlighted in the appropriate threshold color.

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To add filters to real-time displays


Two features are available to control the data that you see in your private real-
time displays: filters and supervisor/reporting agent combinations. This section
includes details about creating and assigning filters. For information about
supervisor/reporting agent combinations, see “To assign supervisor/reporting
agent combinations to Real-Time Displays” on page 129.

The webadmin user cannot create real-time display filters.

You can use filters to specify the skillsets, applications, and agents that you want
to see in your private real-time displays.

After you apply filters to the real-time displays, you no longer have to scan data
not applicable to you. For example, if you are the supervisor in the Sales
department, you can create a filter containing data applicable only to Sales and
apply it to your private real-time displays.

You must create and save the filters in the Filters window of Real-Time
Reporting before you can assign them to the real-time displays.

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The webadmin user cannot create real-time display filters.

You can apply as many filters as you want to each display. However, if you
include the same skillset or application in two or more filters on one real-time
display, to accurately provide the total values, the system discounts duplicates in
the total calculation. For example, on one real-time display, if you specify that
filter 1 includes Toronto Sales, Toronto Marketing, and Toronto Customer
Service, while filter 2 includes Toronto Sales, Montreal Sales, and Vancouver
Sales, the network total includes only one Toronto Sales value.

After you create filters, you can apply them to your private real-time displays in
the Filters tab.

Data elements appear in the display only if collected real-time statistics are
available for the element. If no reported real-time statistics are available for
the element, the element does not appear in the display.

For more information about configuring and assigning filters, see the Contact
Center Manager Administration online Help for Real-Time Reporting.

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To assign supervisor/reporting agent combinations to Real-Time


Displays
When you customize an agent or skillset display, you can assign one or more
supervisor/reporting agent combinations to the display. Unlike filters, which you
create by specifying the agents, applications, and skillsets that you want to see,
you cannot create supervisor/reporting agent combinations. Your administrator
must assign the supervisor/reporting agent combinations in Real-Time
Reporting to you so that you can apply them to your real-time displays.

When you customize an agent display on a server on which your administrator


assigned a supervisor/reporting agent combination to you, click the Filters tab to
see the list of filters that you created, and the supervisor/reporting agent
combinations assigned to you. Each supervisor’s name on the Filters page
represents a supervisor and all of the supervisor’s reporting agents.

To use both supervisor/reporting agent combinations and filters


To include all your reporting agents in the display, as well as any additional
agents included in the partition assigned to you, use filters and supervisor/
reporting agent combinations. For example, to see all your reporting agents in
the display, click the supervisor/reporting agent combination corresponding to
your supervisor profile. To see additional agents, create a filter containing these
agents and associate it with the display. When you launch the display, you see
all your reporting agents and the associated agents you included in the filter.

ATTENTION
If the supervisor/reporting agent combination and the filter
assigned to a display each contain the same agent, then this
agent appears twice when you launch the display. Therefore,
to avoid duplicated data, configure the filter so that it does not
contain any of the same agents as the supervisor/reporting
agent combination.

Example
The following Standard Skillset display shows the Filters tab for that custom
display, which contains filters the user created and a supervisor/reporting agent
combination for supervisor Sandra Donnelly (and all her reporting agents).

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Standard Skillset Display

To assign the supervisor/reporting agent combination, select the check box


beside Sandra Donnelly.

Dynamic supervisor/reporting agent combinations


One benefit of assigning a supervisor/reporting agent combination to a display is
that these combinations are automatically updated to reflect the agents assigned
to you. When you or another user assigns a new agent to you, the agent is
automatically included in the corresponding supervisor/reporting agent
combination, and, therefore, automatically appears in the display to which the
combination is assigned.

Dynamic filters
Based on the type of partition that your administrator assigns to you, the
information available for selection in the filters that you create can automatically
update to reflect new agents assigned to you. For example, if your administrator
assigns to you a standard partition containing all agents in Real-Time Reporting,
then any filters that you create containing agents automatically update as you
receive new agent assignments. However, if your administrator assigns to you a

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custom partition containing specific agents on specific servers, then this


information does not automatically update and your filter might not contain
agents recently assigned to you. Contact your administrator if you are missing
data in your displays.

To make public copies of Private Tabular Displays


After you customize a private real-time display, you can share it with other users
by making a public copy of it. You can copy the display to the Public Tabular
Displays folder on the same server as the private display, or across all servers to
which you have access in the network.

Making a copy of a private display


1 In Real-Time Reporting, select the server on which the private tabular
display resides.
2 Click the Private Tabular Displays folder.
Result: The folder expands.
3 In the expanded folder, select the display that you want to make public.
Result: The display appears in the right pane and the Properties tab is
selected.
4 On the Properties page, in the Type in the name of your public display
box, type a name for the public display.
5 Choose the server on which you want to copy the display. You can select
the Across All Servers option or the This Server Only option.
6 Click Make Public Copy.
Result: The copied display appears under the selected server in the Public
Tabular Displays folder. All users with access to the selected servers can
use your display.
The copied display retains all your custom settings except filter information.
Like all standard public displays, public copies of private displays contain
no filter information. To add filters to these public displays, or to change
them in any way, users must make private copies of them first.

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To make public copies of Private Graphical Displays


After you customize a graphical display and save it in your Private Graphical
Displays folder, and provided that you have the correct access class, you can
share the display with other users by making a public copy of it. You can make
public copies of all types of graphical displays except agent maps. You can copy
the display to the Public Graphical Displays folder only on the selected server;
you cannot copy graphical displays across all servers to which you have access
in the network (unlike real-time tabular displays).

Making a copy of a private billboard or chart graphical display


1 In Real-Time Reporting, select the server on which the private tabular
display resides.
2 Click the Private Graphical Displays folder.
Result: The folder expands.
3 In the expanded folder, select the display that you want to make public.
Result: The display appears in the right pane and the Properties tab is
selected.
4 In the Type in the name of your public display box, type a name for the
display.
5 Click Make Public Copy.
Result: The copied display appears under the selected server in the Public
Graphical Displays folder. All users with access to the selected server can
use your display.
The copied display retains all your custom settings except filter information.
Like all standard public displays, public copies of private displays contain
no filter information. To add filters to these public displays, or to change
them in any way, users must make private copies of them first.

To make public collections and billboard collections


Collections and billboard collection displays can contain only public displays.
Provided you have the correct access class, you create a new public display just
as you create a new private display.

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When you save a public display, you share it with all users who have access to
Public Graphical Displays on the selected server. These users can launch the
display and view its properties, but they cannot edit or delete the display. Only
the creator of the display and the user webadmin can edit or delete the display.

After you make a public copy of a private display, only the administrator (when
logged on as webadmin) can delete the display. To modify the display, you or
any other user must first make a private copy of it.

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Subtotals and totals in real-time display grids

The subtotals shown in the real-time display grids differ according to the type of
display (nodal or network consolidated), and whether you applied filters to the
display. You can choose the colors for the subtotal lines in the Properties tab.
For more information, see “To configure private display properties” on page
121.

Nodal display subtotals and totals


In nodal real-time display grids, you can see subtotals for each filter that you
apply to the display, and a grand total for all of the site’s statistics at the bottom
of the display.

For statistics such as Agents Staffed, Agents Active, Agents Not Ready, and
Agents Idle, the displays do not show the totals because one agent is typically
assigned to more than one skillset, which makes these totals misleading.

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Network-consolidated display subtotals and totals


In the network-consolidated real-time displays, the subtotals you see depend on
the grouping of the three system columns: site name, filter, and element type
(skillset or application name).

You can arrange the order of these three columns when you customize your
private network-consolidated real-time displays. For more information, see “To
configure private display properties” on page 121.

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Three different grouping arrangements for these columns are available:


„ Filters followed by site names (servers in Contact Center Manager
Server)—In this arrangement, you see a subtotal first for the filters, and
then for each of the sites.
„ Filters followed by element type—In this arrangement, you see a subtotal
first for the filters, and then for the element type.
„ Sites followed by filters—In this arrangement (see the following graphic),
you see a subtotal first for the network sites, and then for the filters.

The network total at the bottom of the display shows a summary of all the
statistics in the display. The system calculates the network total differently for
each of the two types of statistics shown in the displays:
„ For raw statistics, such as the total number of calls answered, the network
total is the sum of all filter group subtotals.
„ For calculated statistics, such as the average answer delay, the network total
is the amount reached after adding up all individual statistics in the column
and applying the appropriate formula to the sum. The subtotal values in the
column are not used in this calculation.

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Application Display subtotals and totals


If the filter includes some but not all of the four standard applications (Master
script, ACD_DN_Application, NACD_DN_Application, Network Script), the
total is marked with an asterisk (*) to denote that the figure presented is the sum
of the individual rows in the display rather than a total number of the calls
offered to a filter at a site. The asterisk (*) denotes that the total is an estimate as
calls might route through the missing standard applications not included in the
total, or some calls might be counted twice where they are included in the value
for a standard application and a primary application in the filter.

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Multipage displays

A real-time display that contains large amounts of data can be cumbersome to


view. Contact Center Manager Administration makes it easy to view large
displays. Whenever a real-time display contains more than 30 data elements, the
system breaks it down into a multipage display, with each page containing a
maximum of 30 lines of data.

When you launch a display with a large amount of data, a row of numbered links
appears at the bottom of the display, with each link representing a page in the
series. To view each page, click the numbered links, or use the Next and Prev
(Previous) links. You can use this feature to flip from one page to the next
without having to scroll through many lines of data.

Example
You launch the Standard Agent display for the Toronto site, a contact center
with over 200 configured agents. In the resulting display, a numbered bar
appears at the bottom of the display, indicating how many consecutive pages are
available to view. Click any of the numbers to move from one page to another,
or use the Prev and Next links.

When you sort the columns in a multipage display, you sort the columns across
the series of pages, not just on the individual page.

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The following graphic shows an example of one page in a series containing 10


pages.

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Chart displays

You can launch two types of chart displays in Contact Center Manager
Administration: summary charts and chart graphical displays that you configure
and store in your Private or Public Graphical Displays folder.

Summary charts
You can launch summary charts only from the grid displays. This type of chart
summarizes the statistics shown in the grid display from which you launch it, in
either bar chart or pie chart format.

To launch a site summary chart, either click Site Summary in nodal grid
displays, or click the site name in a network-consolidated display.

To launch a network summary chart, click Network Summary in a network-


consolidated grid display.

Site summary charts


Site summary charts show a summary of the call activity at one site (one Contact
Center Manager Server) in the network. You can launch these charts in either pie
chart or bar chart format, and you can change the chart fill (either black-and-
white pattern or color) by clicking Pattern or Color on the chart.

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The following example shows a pie chart site summary for the Toronto site that
was launched from the application display.

Network summary charts


Network summary charts show a summary of the statistics for all sites in the
network in vertical stacked bar chart format only. These charts report the total
value for each statistic in the network and do not take your filter settings into
account. The statistics values for each site in the network are indicated by a
separate color, or a different black-and-white pattern.

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The following example shows a network summary chart launched from the
Network Consolidated Skillset display.

Chart graphical displays


You can configure and store private chart displays in your Private Graphical
Displays folder on the system tree under the server of your choice. These charts
differ from the summary charts in that only you, the creator of the charts, can
access them and change their properties.

Chart properties
You can create application, IVR, and skillset chart displays. When you create
these custom displays, you can specify:
„ the statistics of your choice
„ whether you want to see the chart in color or black-and-white
„ the path for exporting a snapshot of the chart. For information about
exporting, see “To export real-time displays” on page 158.
„ the data collection mode (either moving window or interval-to-date)

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Additional properties for application and skillset charts


In addition to the preceding properties, when you create your custom application
and skillset chart graphical displays, you can choose:
„ multiple statistics for each skillset or application (for example, the Calls
Waiting, Calls Answered, and Calls Abandoned statistics for the
French_Sales skillset)
„ multiple statistics viewed for a summary of all the applications or skillsets
within your partition on the selected server (for example, Calls Waiting,
Calls Answered, and Calls Abandoned for all skillsets in your partition on
the server), or across all servers in the network
„ multiple skillsets or applications for each statistic (for example, the number
of Calls Waiting for each of the French_Sales, English_Sales, and
Spanish_Sales skillsets). This type of chart is available only for nodal
displays.

For summary chart skillset displays, the total for statistics such as Agents
Staffed, Agents Active, Agents Not Ready, or Agents Idle is shown as zero (0)
because one agent is typically assigned to more than one skillset, which makes
these totals misleading.

Additional properties for IVR charts


When you create your custom IVR chart graphical displays, you can choose
multiple statistics for a summary of all IVR queues on the selected server.

Chart formats
You can specify the following chart formats:
„ Nodal chart displays—You can choose from horizontal or vertical bar
chart or pie chart format.
„ Network-consolidated chart displays—You can choose from horizontal
or vertical stacked bar format, or horizontal or vertical line plot format.

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For a summary of all the chart formats for each element type, see the following
table.

Chart options (network


Element type Chart options (nodal) consolidated)

Agent Position N/A „ Choose statistics for each


Count summary (for example, view
the Agents Idle, Agents Not
Ready, and Agents Active
for a summary of all skillsets
in your partition across all
servers).

Application „ Choose statistics for each „ Choose statistics for each


application (for example, summary (for example, view
view the Calls Answered, the Calls Answered, Calls
Calls Waiting, and Calls Waiting, and Calls
Abandoned statistics for Abandoned statistics for a
the Master_Script summary of all applications
application, or for a in your partition across all
summary of all servers).
applications in your
partition on the selected
server).
„ Choose applications for
each statistic (for
example, view the Calls
Answered for the Sales,
Marketing, and Support
applications).

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Chart options (network


Element type Chart options (nodal) consolidated)

IVR „ Choose statistics for IVR N/A


summary (for example,
view the Calls Answered,
Calls Waiting, and Calls
Abandoned statistics for a
summary of all IVR
queues on the selected
server).
Note: You cannot select a
particular IVR queue; you
can view only a summary of
IVR queues on a particular
server.

Skillset „ Choose statistics for each „ Choose statistics for each


skillset (for example, view summary (for example, view
the Calls Answered, Calls the Calls Answered, Calls
Waiting, and Calls Waiting, and Calls
Abandoned statistics for Abandoned statistics for a
the French_Sales skillset, summary of all skillsets in
or for a summary of all your partition across all
skillsets in your partition servers).
on the selected server).
„ Choose skillsets for each
statistic (for example,
view the Calls Answered
for the Sales, Marketing,
and Support skillsets).

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Example
You want to create a nodal application chart display that shows the real-time
data for the Master_Script application on the Toronto server. You want to
monitor the following statistics:
„ Calls Offered
„ Calls Answered
„ Calls Abandoned
„ Calls Given Terminate
„ Calls Waiting

When you open the New Graphical Display window, you type the name of the
new display, choose the Toronto server, the Application element type, and the
statistics for each application chart type.

Click Edit Properties to open the Chart Properties window, in which you can
choose the application, select the statistics, type the title of the new graphical
display, and choose the data collection mode.

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Chart properties window

After you customize the display, click Submit to save your changes, and then
click Launch to view the new graphical display.

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The following example shows a skillset chart display in which the statistic Calls
Answered is monitored for the three skillsets: Support, Sales, and Marketing.

For summary chart skillset displays, the total for statistics such as Agents
Staffed, Agents Active, Agents Not Ready, or Agents Idle is shown as zero (0)
because one agent is typically assigned to more than one skillset, which makes
these totals misleading.

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The following example shows a network-consolidated chart display in line plot


format.

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Graphical displays

In addition to chart graphical displays, you can also create the following types of
graphical displays in Real-Time Reporting:
„ agent maps
„ billboards
„ collections
„ billboard collections

Agent maps
Agent maps are graphical displays that use blocks or rectangular icons to
represent agents in the contact center. Each block contains details about the
agent, such as the agent’s name, login ID, time in state, and current agent state.

Before you can create and launch an agent map, you must assign either a filter
containing agents or a supervisor/reporting agent combination to the display. For
more information, see “Agent maps and filters” on page 154.

Two different agent map views are available:


„ box view
„ icon view

When you first launch an agent map, it defaults to box view. In this view, all
agent blocks are initially minimized, but you can still see the agent details in a
small pop-up window by hovering your pointer over each block. Click the
square icon in the upper-right corner of each box to maximize the box and see
the agent’s details. The box background color represents the agent state, while
the text color—if other than black—represents a threshold level (the box must
be maximized to see the text).

When you configure the agent map, you can choose whether you want the text to
flash in the box view when a threshold is exceeded.

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Box view

Zoom option
In box view, use the zoom option to resize agent map displays by making them
smaller (75 or 50 percent of their normal size) or larger (125, 150, 200, or 300
percent of their normal size). The resizing option does not apply to agent maps
when they are shown in icon view. When you resize an agent map, the text
within the agent blocks is also resized, and the relative position of the icons is
maintained. If you resize an agent map to 50 percent of its normal size, then the
spacing between the agent map icons is reduced by 50 percent. To resize the
agent map, select the appropriate size from the Zoom list.

Zoom list

Click Icon View to switch to icon view, in which each agent is represented by a
small icon that changes color according to the agent’s state and whether a
threshold value is exceeded.

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Icon view

You can choose the colors for the threshold alerts, specify the way you want the
agent name and login ID to appear in the icon header, and specify if you want
the agent map to pop to the front when a threshold level is exceeded.

Hide logged out agents


When you customize your agent map, you can also choose whether you want to
see agents who are currently logged off. If you do not want to see logged off
agents in your display, select the Hide Logged Out Agents check box. When you
launch the display, it only includes agents who are currently logged on.

Optional fields
You can add one of two optional fields when you configure your agent maps: the
agent’s personal DN or the position ID. (You need not choose either of these
values; they are optional.) When you choose one of these values, save your
custom display, and then launch the agent map in box view, the value appears
along with the other default values in each box.

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Agent state colors


When you configure an agent map, you can choose the colors for each of the
following agent states:
„ logout
„ undefined
„ busy
„ idle
„ not ready
„ on skillset call
„ on DN in call
„ on DN out call

When an agent’s activity changes, the background color in the agent’s block
changes accordingly.

Agent icon header format


When you configure agent maps, you can also specify which of the following
combinations to display in the icon header:
„ agent first name, followed by last name
„ agent last name, followed by first name
„ agent first name and login ID
„ agent last name and login ID

The following graphic shows the list in the Agent Map Properties window from
which you can choose the icon header format.

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Threshold alerts
Threshold alerts are available for agent maps when the statistic values exceed
the threshold values set by the administrator. You can choose a color for
statistics that exceed the level 1 threshold value, and another color for statistics
that exceed the level 2 value. When the threshold values are exceeded, the text in
the maximized agent blocks (in box view), or the agent icon (in icon view),
changes color accordingly. You can also specify whether you want the agent
map to pop to the front when a threshold value is exceeded.

In box view, you must maximize the agent blocks to see the text change color
when a threshold is reached; the text in the title bar of minimized agent blocks
does not change color.

Agent maps and filters


Before you can create and launch an agent map, you must assign either a filter
containing agents or a supervisor/reporting agent combination to the display. To
assign a filter containing agents, you must configure the filter on the selected
server. You can assign agent filters to agent maps to show only a subset of the
agents to which you have access (the agents included in the partition assigned to
you). For example, you can create filters to correspond to different departments
in the contact center.

Alternatively, if your administrator assigned a supervisor/reporting agent


combination to you, then you can assign this combination to the agent map
display to view all your reporting agents. You can assign either a filter
containing agents or a supervisor/reporting agent combination: you cannot
assign both simultaneously.

Linked display
When you customize your agent map display, you can choose which grid display
to launch when you click Linked Display in the agent map. You can choose
from all the displays to which you have access on the selected server (private,
public, and standard displays).

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To view agent details


While viewing an agent map in box view, you can double-click any of the agent
icons to launch a separate window listing details about the agent. The window
displays the agent name, login ID, supervisor, position ID, and personal DN.
You can double-click any of the agent icons shown in the display, for both
logged on and logged off agents, to launch this details window.

To customize the agent map layout


You can move the agent blocks around in the agent map to represent the seating
plan at the contact center site. To resize the agent map, click and drag its border
to the desired size. After you arrange the agent icons, click Save Layout to save
your configuration.

To launch the real-time display grid that you chose to link to the agent map,
click Linked Display. If you chose no display, then the Standard Agent display
launches by default.

You cannot configure agent maps on the Network Control Center server.

For step-by-step procedures for creating and configuring agent maps, see the
Contact Center Manager Administration online Help for Real-Time Reporting.

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Billboards
When you configure a billboard, you can choose one statistic that you want to
monitor closely, such as the number of calls waiting, and one skillset or
application. Alternatively, you can select Summary to view:
„ a summary of all IVR queues on the selected server
„ a summary of the statistics for all applications or skillsets in your partition:
„ on the selected server (for nodal graphical displays)

„ across all servers in the network (for network-consolidated graphical


displays)

For example, you can monitor the number of calls waiting for the Sales skillset.
When you launch the billboard, the statistic appears as a large colored number
that updates at the default refresh rate of 5 seconds.

You can configure billboards only for the nodal skillset, application, and IVR
displays, and for all three network-consolidated displays. When you double-
click the billboard, the corresponding real-time display grid appears.

You can specify the billboard title, select the statistic that you want to monitor,
and choose the font colors for the statistic and the threshold levels. You can also
choose the default background color. The default background color of billboard
displays is shown until a threshold value is exceeded, at which time it changes to
the color you specify for the threshold level, and the font changes to black. You
can also specify if you want the billboard to pop to the front when a threshold
level is exceeded.

When a billboard pops to the front, it only pops to the front of the browser
session from which you launched it. Billboards do not pop in front of other
browser sessions or other open applications on your desktop.

When you create skillset billboards and you select statistics such as Agents
Staffed, Agents Active, Agents Not Ready, or Agents Idle, the total for this type
of statistic across multiple skillsets can be misleading because agents are
typically assigned to more than one skillset. Therefore, when you select any of
these statistics and you choose the Summary option, the system notifies you that
the statistic is not available when you launch the billboard.

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The following example shows a billboard displaying the Service Level %


statistic for the Standard Application display.

For step-by-step procedures for creating and configuring billboards, see the
Contact Center Manager Administration online Help for Real-Time Reporting.

Collections
You can create four types of collection displays in Contact Center Manager
Administration:
„ public or private collections—A collection is a grouping of real-time
displays shown in the same window. The advantage of using collections is
that you can monitor different displays and different types of statistics at
the same time. If you choose to create a public collection, then you can
share it with other users who have access to the server on which you created
it. These users can launch the display. If you create a private collection, it is
saved in your Private Graphical Displays folder and only you, the creator of
the display, can access it.
„ public or private billboard collections—A billboard collection is a user-
definable grouping of data windows that can include a combination of up to
25 billboard displays. Just like regular collections, if you choose to create a
public billboard collection, then you can share it with other users who have
access to the server on which you created it. These users can launch the
display. If you create a private billboard collection, it is saved in your
Private Graphical Displays folder and only you, the creator of the display,
can access it.

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When you configure a collection, you can specify a maximum of six displays of
any type, except an agent map display or another collection. Each display in the
collection functions according to its own settings and properties.

You can choose from only those displays that exist on the server on which you
configure the collection. Therefore, you must configure the graphical displays
on the server before you can include them in your collection.

To export real-time displays


In Real-Time Reporting, you can save snapshots of real-time displays for future
reference by exporting them to the Contact Center Manager Administration
server, to a network computer, or to your computer. The export location depends
on the type of display that you export:
„ You can export snapshots of real-time display grids only to the Contact
Center Manager Administration server.
„ You can export snapshots of summary charts and chart graphical displays
to a location that you specify on a network computer or on your computer.

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If you do not specify a custom location for exporting chart displays, the
system automatically exports them to your desktop.

To export real-time display grids


When you view a real-time display grid, you can click Export to export a
snapshot of the grid display to the Contact Center Manager Administration
server.

The system saves the grid as an HTML file with the file name
userid_prefix_date_time.htm.
„ The userid is your Contact Center Manager Administration server user ID.
„ The prefix is a title that you can give the display when you customize its
properties (for more information, see “To configure private display
properties” on page 121). If you do not specify a custom prefix, the system
provides a default prefix.
„ The date_time is the timestamp when you export the display.

Example
Your user ID is walshm, and you specify a grid export prefix for the Standard
Agent display of StdAgt. You export the Standard Agent display to the Contact
Center Manager Administration server on July 14, 2005 at 2:24:04 p.m. The
system saves the file with the name walshm_StdAgt_20050714_142404.htm.

To access real-time display grid files that you export to the Contact Center
Manager Administration server, you can use the Exported displays window in
Real-Time Reporting. You can also use the Exported displays window to view
all exported files, and to delete the files that you no longer want to keep. To view
an exported file, click the file name. The file appears in a separate browser
window.

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Exporting summary charts


When you view a site summary or network summary chart, you can click Export
BMP or Export JPG to export a snapshot of the chart to the location that you
specified when you customized the corresponding private real-time display. You
can choose to export the snapshot as a bitmap graphic with a .bmp extension, or
a JPEG graphic with a .jpg extension. For information about customizing your
displays, see “To configure private display properties” on page 121.

The system saves the network summary charts with the file name
DisplayType_date_time.[file extension].
„ The DisplayType is either Ntwk_Skillset, Ntwk_Application or
Ntwk_Agent PositionCount, depending on the display from which you
launch the summary chart.
„ The date_time is the timestamp when you export the chart.
„ The file extension is either .jpg or .bmp.

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The system saves the site summary charts with the file name
DisplayType_sitename_date_time.[file extension].
„ The DisplayType is StandardSkillset, StandardApplication, StandardAgent,
StandardNodal, StandardIVR, or StandardRoute, depending on the display
from which you launch the summary chart.
„ The sitename is the name of the Contact Center Manager Server from
which you launched the display.
„ The date_time is the timestamp when you export the chart.
„ The file extension is either .jpg or .bmp.

Example
You export the Network Consolidated Agent Position Status Count network
summary chart as a .bmp file on June 29, 2000 at 2:23:07 p.m. The exported file
name is Ntwk_AgentPositionCount_20000629_142307.bmp.

To access summary charts that you export, navigate to the location that you
specified while customizing the corresponding network-consolidated or nodal
real-time display. If you did not specify an export path, the file is exported to
your desktop.

Citrix and exporting snapshots of real-time displays


If you are in a Citrix environment and do not have access to the desktop, you can
export snapshots of a site summary chart from a real-time display to a shared
network folder only. First, you must make a private copy of the display, and then
type a valid export path to a shared network folder to which you have access, as
described in the following procedure.

Configuring the path for exporting site summary charts


1 While logged on to Contact Center Manager Administration through a Citrix
session, on the system tree, under the server containing the display that
you want to customize, click Private Tabular Displays.
2 Click the display name.
Result: The Properties, Columns, and Filters tabs appear.
3 On the Properties page, in the Summary chart export path box, type the
path to the shared network folder where you want to save snapshots of the

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network or site summary charts (as .bmp or .jpg files). The path must be in
the format \\<server_name>\<folder_name>\. For example, to save the
summary chart on the server called Contact Center and in a shared
network folder called Displays, type \\Contact_Center\Displays\. You
must include the closing slash (\). If you do not include it, the chart does not
save correctly.
4 Click Submit to save your changes.

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Section A: Real-time statistics

Overview 164
Types of calls 165
Types of real-time statistics 168
Pegging agent state 174

Supervisor’s Guide 163


Real-Time Reporting Standard 9.07

Overview

The Contact Center Manager Server can collect the following types of real-time
statistics:
„ agent
„ application
„ IVR (CS 1000/Meridian 1 switch only)
„ nodal call count
„ route
„ skillset

For a detailed description of the statistics shown in each real-time display, see
the online Help included with Real-Time Reporting.

Data collection interval


Contact Center Manager Administration and Contact Center Manager Server
offer two data collection intervals: moving window and interval-to-date.

Type Description

moving „ Contact Center Manager Server reports the last 10 minutes


window of activity.
interval-to-date „ The start time for statistics collection is user-configurable.
„ Statistics are accumulated for intervals from 15 minutes to
24 hours (incremented by 15 minutes).
„ Data collection is reset to 0 at the start of every interval.

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Types of calls

This section describes the following types of calls: Contact Center Manager
Server calls, Automatic Call Distribution (ACD) calls, Network Automatic Call
Distribution (NACD) calls, and Directory Number (DN) calls. The system
tracks calls and presents the corresponding statistics differently according to the
type of call. For detailed descriptions of the types of real-time statistics shown in
the Real-Time Reporting displays, see the online Help included with the
application.

Contact Center Manager Server calls


Local Contact Center Manager Server calls are:
„ calls that arrive at a local CDN acquired by Contact Center Manager Server
„ calls presented to the Incalls key of a phoneset acquired by Contact Center
Manager Server

Network Contact Center Manager Server calls are:


„ calls that arrive at a network CDN
„ calls offered to a remote site by the local Contact Center Manager Server

Tracking
Contact Center Manager Server calls are tracked from the time that a call
notification message arrives from the switch until the call is:
„ abandoned
„ routed to the default DN
„ given Force Disconnect command
„ given Busy treatment
„ given Overflow treatment
„ given Queue to NACD treatment
„ given Queue to Network Skillset treatment, and then:
„ abandoned

„ answered

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Real-Time Reporting Standard 9.07

„ reaches a non-ISDN trunk


„ treated by the Network script at the remote site
„ released
„ transferred or conferenced out by an agent or resource

ACD calls
ACD calls are calls to an Automatic Call Distribution Directory Number
(ACD-DN) that are presented to a phoneset acquired by Contact Center
Manager Server. ACD calls are distributed to agents in an ACD group based on
the routing table defined on the switch.

Networking statistics only contain calls controlled by the server. They do not
include ACD calls.

On the CS 2x00/DMS switch, ACD call statistics include NACD calls.

Tracking
For ACD calls, the server does not record information about call activity on the
switch. ACD calls are tracked from the time they are answered at a phoneset
acquired by Contact Center Manager Server. Therefore, the server does not
record the following statistics for ACD calls:
„ calls offered
„ calls waiting
„ calls abandoned (and abandon delay)
„ calls returned to queue

NACD calls
NACD calls arrive at the server through a network ACD-DN and are presented
to a phoneset acquired by Contact Center Manager Server.

Delay and abandon statistics are not available for NACD calls.

On the CS 2x00/DMS switch, Contact Center Manager Server cannot


distinguish between ACD and NACD calls. NACD calls are pegged as ACD
calls.

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Tracking
For NACD calls, the server does not record information about call activity on
the switch. NACD calls are tracked from the time they are answered at a
phoneset acquired by Contact Center Manager Server. Therefore, the server
does not record the following statistics for NACD calls:
„ calls offered
„ calls waiting
„ calls abandoned (and abandon delay)
„ calls returned to queue

DN calls
DN calls are presented to the DN key of a phoneset acquired by Contact Center
Manager Server. They are usually personal calls. The server only pegs DN calls
in the agent performance statistics. Activity code and application statistics do
not include DN calls. DN calls can also include outbound calls that the agent
dials.

Tracking
DN calls are tracked from the time they are answered at a phoneset acquired by
Contact Center Manager Server. The server does not track activity for calls
automatically redirected by the switch, including:
„ Hunting
„ Call Forward—Busy
„ Call Forward—All Calls
„ Call Forward—No Answer

For the CS 2x00/DMS switch, only one DN key can be configured in the
Phoneset Properties sheet and monitored by Contact Center Manager Server.
Activity on other DN keys is not reported.

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Real-Time Reporting Standard 9.07

Types of real-time statistics

The following section outlines the types of real-time statistics available in


Contact Center Manager. For a complete listing of the real-time statistics and
their definitions, see the Symposium Call Center Server Supervisor’s Guide for
Release 3.0.

Agent statistics
Agent statistics provide information pertaining to a Contact Center Manager
Server agent. The data fields are pegged based on agent activities. A supervisor
can use these statistics to monitor an agent’s current state in the real-time
displays.

Skillset Calls Answered


Description: The total number of skillset calls answered by agents at this site.

Type: Cumulative/Total

This total does not include the number of ACD or NACD calls answered by
agents.

Directory Number In Calls Answered


Description: The total number of DN calls answered by agents at this site.

Type: Cumulative/Total

Directory Number Out Calls Made


Description: The total number of outbound DN calls made by agents at this site.

Type: Cumulative/Total

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Outbound Dialed Directory Number


Description: The outbound directory number the agent dialed.

This field might not be accurate under the following conditions:


„ when the (outbound) dialed DN is an internal DN automatically redirected
by the switch
„ when the (outbound) dialed DN is an external DN going through trunks that
have no D-Channel

Data collection option


Your administrator can enable moving window or interval-to-date data
collection for the agent statistics group.

Pegging thresholds
Your administrator can define agent threshold classes with different threshold
values for settings such as On Hold and Reserve. Therefore, the value for On
Hold and Reserve can vary from one agent to another. For more information
about threshold classes, see the Contact Center Manager Administrator’s Guide.

Application statistics
Application statistics provide performance data for application. The statistics
provide a means to monitor an application’s contribution to the operation of a
contact center.

Script
A script is defined as a set of instructions that relate to a particular type of call,
caller, or set of conditions, such as time of day or day of week.

The Network_Script is not supported on the CS 2x00/DMS switch.

Application
An application is a logical entity that represents a script for reporting purposes.
The Master script and each script that it references (that is, each primary script)
have an application with the same name as the script name.

The Network_Script application and the NACD-DN application are not


applicable to the CS 2x00/DMS switch.

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Real-Time Reporting Standard 9.07

Pegging
When a call enters Contact Center Manager Server, it is handled by the Master
script. Most calls are handed off by the Master script to a primary script. The
primary script can hand off the call to a secondary script. A description of calls
handled by a Master script, a primary script, and a secondary script follows:
„ Calls handled by a Master script—If the call does not leave the Master
script, all time delays and events (such as call treatments) are pegged
against the Master_Script application.
„ Calls handled by a primary script—If a call is handed off to a primary
script, all events occurring up to the handoff are pegged against the
Master_Script application. Events that occur after handoff are pegged
against the primary application.
„ Calls handled by a secondary script—If a call is handed off to a
secondary script, all delays and events are pegged against the primary
application.
Note: If a script is referenced by both the Master script and a primary or
secondary script, calls passing through the script are pegged against the
Master script.

Call traffic records


In real-time network call statistics, each site keeps records for all incoming and
outgoing traffic taking place between applications at the local site and
applications at the remote site.

Non-ISDN trunks and call information


If a call encounters a non-ISDN trunk while being networked to another Contact
Center Manager Server site, the call information that normally travels with the
call does not reach the destination site. This means that the destination site
cannot distinguish that the call came from the Contact Center Manager Server
network. The destination site treats the networked call as a new call. The source
site treats the network call as terminated.

Data collection option


Your administrator can enable moving window or interval-to-date data
collection for the application statistics group.

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Pegging thresholds
Your administrator can define application threshold classes with different
threshold values for settings such as Calls Abandoned and Calls Answered After
Threshold. Therefore, the value for Calls Abandoned and Calls Answered After
Threshold can vary from one application to another. For more information about
threshold classes, refer to the Contact Center Manager Administrator’s Guide.

IVR statistics
Interactive Voice Response (IVR) statistics, which apply only to the CS 1000/
Meridian 1 switch, provide performance measurement information for each IVR
queue. These statistics provide a means to monitor the usage of the port
resources of an IVR queue from a real-time perspective.

Restrictions
IVR statistics might not be available if you use a third-party IVR application
instead of a Meridian Mail application.

Data collection option


Your administrator can enable or disable moving window or interval-to-date
data collection for the IVR statistics group.

Pegging thresholds
Your administrator can define IVR threshold classes with different threshold
values for settings such as Calls Answered and Calls Answered Delay.
Therefore, the value for Calls Answered and Calls Answered Delay can vary
from one IVR ACD-DN to another. For more information about threshold
classes, refer to the Contact Center Manager Administrator’s Guide.

Nodal statistics
Nodal statistics provide accounting information for each site. These statistics
provide a means to monitor the nodal performance of call handling from a real-
time perspective.

Network-related statistics are not available in CS 2x00/DMS nodal statistics.

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Real-Time Reporting Standard 9.07

Data collection option


For contact center summary statistics, your administrator can enable but not
disable moving window data collection; your administrator can enable or disable
interval-to-date data collection.

Pegging thresholds
Your administrator can define a nodal threshold class with different threshold
values for settings such as Calls Answered and Network In Calls Answered. For
more information about threshold classes, refer to the Contact Center Manager
Administrator’s Guide.

Route statistics
Route statistics apply only to the CS 1000/Meridian 1 switch. Route statistics
provide all trunks busy (ATB) information for each route.

Data collection option


Your administrator can enable or disable moving window or interval-to-date
data collection for the route statistics group.

Pegging thresholds
Your administrator can define route threshold classes with different threshold
values for settings such as All Trunks Busy Time and Short Call. Therefore, the
value for All Trunks Busy Time and Short Call can vary from one route to
another. For more information about threshold classes, refer to the Contact
Center Manager Administrator’s Guide.

Skillset statistics
Skillset statistics provide performance information on a per-skillset basis. These
statistics provide a means to monitor the real-time performance of active
skillsets that your contact center offers to incoming calls.

Data collection option


For skillset statistics, your administrator can enable or disable interval-to-date
data collection. Your administrator can enable but not disable moving window
data collection.

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Pegging thresholds
Your administrator can define skillset threshold classes with different values for
the Service Level Threshold and the Length (Talk Time) of a short call.
Therefore, the value for service level and short call length can vary from one
skillset to another. For more information about threshold classes, refer to the
Contact Center Manager Administrator’s Guide.

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Real-Time Reporting Standard 9.07

Pegging agent state

The following table shows how agent state pegs in reports for several different
Incalls and DN key statuses. The table does not distinguish between internal and
external DN calls, which peg separately for the Communication Server 1000/
Meridian 1 PBX switch.

If the agent key status is Agent time pegs against the following states:

Incoming DN calls talk time

Outgoing DN calls talk time


Network calls talk time
ACD/NACD talk time

Busy on Misc. time


Busy on DN time

Walkaway time
Not ready time

Waiting time
Talk Time
Hold time

Ring time
DN key
Incalls key (see Note 1)

Idle No call present •


Idle Incoming DN • •
call active

Idle Incoming DN • • •
(see Note 2) call on hold

Idle Outgoing DN • •
call active
Idle Outgoing DN • • •
(see Note 2) call on hold

Idle Incoming DN •
call ringing

Idle DN key pressed •


(see Note 3)

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If the agent key status is Agent time pegs against the following states:

Outgoing DN calls talk time


Incoming DN calls talk time
Network calls talk time
ACD/NACD talk time

Busy on Misc. time


Busy on DN time

Walkaway time
Not ready time

Waiting time
Talk Time
Hold time

Ring time
DN key
Incalls key (see Note 1)

Skillset contact Not Active •


alerting
Skillset contact Incoming DN •
alerting call ringing

Active with Not Active •


Skillset contact

Skillset contact Not Active • •


on Hold

Active with Incoming DN • •


skillset contact call on hold

Skillset contact Incoming DN • • •


on hold call active

Skillset contact Incoming DN • • •


on hold call on hold

Active with Outgoing DN • •


skillset contact call on hold
(see Note 4)
Skillset contact Outgoing DN • • •
on hold call active

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Real-Time Reporting Standard 9.07

If the agent key status is Agent time pegs against the following states:

Outgoing DN calls talk time


Incoming DN calls talk time
Network calls talk time
ACD/NACD talk time

Busy on Misc. time


Busy on DN time

Walkaway time
Not ready time

Waiting time
Talk Time
Hold time

Ring time
DN key
Incalls key (see Note 1)

Skillset contact Outgoing DN • • •


on hold call on hold
ACD/NACD Not Active •
call ringing

Active with Not Active •


ACD/NACD
call

ACD/NACD Not Active •


call on hold

Not ready Not Active •

Not ready DN key pressed •


(see Note 5)

Not ready Incoming DN • •


call active

Not ready Incoming DN • •


call on hold

Not ready Outgoing DN • •


call active

Not ready Outgoing DN • •


call on hold

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October 2007 Real-Time Reporting

If the agent key status is Agent time pegs against the following states:

Outgoing DN calls talk time


Incoming DN calls talk time
Network calls talk time
ACD/NACD talk time

Busy on Misc. time


Busy on DN time

Walkaway time
Not ready time

Waiting time
Talk Time
Hold time

Ring time
DN key
Incalls key (see Note 1)

Not ready; agent Not Active • •


activates
Walkaway

Skillset contact Not Active • • •


on hold; agent
activates
Walkaway

Active with Not Active • •


incoming
network Skillset
contact (NSBR
option)

Incoming Not Active • • •


network Skillset
contact on hold
(NSBR option)

Active with Outgoing DN •


Outbound call active
request contact

Note 1: Not Active for the DN key status means that no DN calls are present.

Note 2: (Communication Server 1000/Meridian 1 PBX) If the Alternate Call


Answer feature is enabled, Waiting Time pegs in AgentPerformanceStat.

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Real-Time Reporting Standard 9.07

Note 3:
„ Busy on Misc. time for Communication Server 1000/Meridian 1 PBX only.
„ Outgoing DN calls talk time for Communication Server 2100/DMS only.

Note 4: This does not peg if the active skillset contact is an outbound campaign
contact.

Note 5: Outgoing DN calls talk time for Communication Server 2100/DMS


only.

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Section B: Network-consolidated real-


time displays

In this section
Overview 180
Consolidated Agent Position Status Count display 181
Consolidated Skillset display 182
Consolidated Application display 183

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Real-Time Reporting Standard 9.07

Overview

With network-consolidated displays, you can view consolidated real-time data


across a network of contact centers.

In a contact center network, each contact center site is represented by a server in


Contact Center Manager Server. The Network Control Center (NCC) server acts
as the central administration point for all servers in Contact Center Manager
Server in the network, keeping track of which sites belong to your network, and
the site names.

When you want to launch a network-consolidated real-time display in Contact


Center Manager Administration, you must click to log on to the NCC server on
the system tree. The network-consolidated display that you launch contains
statistics for each site that the NCC server recognizes as being part of the
network.

Contact Center Manager Administration includes the following three network-


consolidated real-time displays:
„ Consolidated Agent Position Status Count display
„ Consolidated Skillset display
„ Consolidated Application display

Unlike the nodal real-time displays included with Real-Time Reporting, you
cannot add custom formulas or new statistics columns to the network
consolidated real-time displays. However, you can rename, rearrange, and delete
the columns when you save copies of the standard public network-consolidated
displays in your private displays folder. Threshold alerts also apply to the
network-consolidated real-time displays, but you cannot choose custom colors
for them. Instead, statistics in the displays that exceed the level 1 threshold value
appear in yellow, while those that exceed the level 2 value appear in red.

This section lists the fields included in each of the standard public displays. For
detailed descriptions of the fields, see the online Help included with the
application.

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Consolidated Agent Position Status Count


display

In this display, you can view information about the number of agents across the
network who are in service, waiting to receive calls, or not ready to receive calls,
as well as statistics on the number and type of skillset and DN calls that the
agents are handling.

On the CS 2x00/DMS switch, agents cannot press the Emergency key while
they are in conference with another agent.

Column descriptions
The standard Consolidated Agent Position Status Count real-time display
contains the following columns:
„ Site Name
„ Skillset Name
„ Agents Waiting
„ Agents in Service
„ Agents not Ready
„ Agents on Skillset Calls
„ Agents on Network Skillset Calls
„ Agents on Other Skillset Calls
„ Agents on DN Calls
„ Agents on ACD-DN Calls
„ Agents on NACD-DN Calls

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Real-Time Reporting Standard 9.07

Consolidated Skillset display

In this display, you can view the number of local and incoming network calls
handled by each skillset defined in all contact centers across a network. For
example, you can see the number of calls handled in each contact center by
agents with the Marketing skillset.

Column descriptions
The standard Consolidated Skillset display contains the following columns:
„ Site Name
„ Skillset Name
„ Total Calls Waiting
„ Total Calls Offered
„ Total Calls Answered
„ Total Calls Abandoned
„ Total Calls Average Answer Delay—The average answer delay for all calls
answered by agents with this skillset. Formula: Total Calls Answered
Delay / Total Calls Answered.
„ Service Level Percentage—The service level percentage calculated for this
skillset based on the number of CDN and networking calls answered and
abandoned. Formula: {1– [(Total Calls Answered After Threshold + Total
Calls Abandoned After Threshold) / (Total Calls Answered + Total Calls
Abandoned)] * 100}
„ Network In Calls Waiting
„ Network In Calls Offered
„ Network In Calls Answered
„ Maximum Waiting Time
„ Longest Waiting Time Since Last Call

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Consolidated Application display

In this display, you can view the number of local and incoming network calls
handled by each application within all contact centers across a network. For
example, you can see the number of calls handled in each contact center by the
Marketing application.

Column descriptions
The standard Consolidated Application display contains the following columns:
„ Site Name
„ Application Name
„ Total Calls Waiting
„ Total Calls Arrived
„ Total Calls Answered
„ Total Calls Abandoned
„ Average Answer Delay—Formula: Total Calls Answered Delay / Total
Calls Answered)
„ Service Level Percentage—The value is calculated for this application
based on the number of CDN and networking calls answered and
abandoned. Formula:}1- [(Total Calls Answered After Threshold + Total
Calls Abandoned After Threshold) / (Total Calls Answered + Total Calls
Abandoned)] * 100}
„ Network Out Calls Waiting
„ Network Out Calls Requested
„ Network Out Calls Routed
„ Network Out Calls Answered
„ Network Out Calls Abandoned
„ Network Average Answer Delay—The average answer delay for all calls
networked out from this application and answered at remote sites. Formula:
Network Out Calls Answer Delay / Network Out Calls Answered

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Real-Time Reporting Standard 9.07

184 Contact Center Manager


Chapter 5

Agent Desktop Display

In this chapter
What is new in Agent Desktop Display 186
About Contact Center Manager Agent Desktop Display 187
Display formats 188
Real-time statistics column descriptions 189

Supervisor’s Guide 185


Agent Desktop Display Standard 9.07

What is new in Agent Desktop Display

The following Agent Desktop Display features are new:


„ Agent Desktop Display (ADD) does not require agents to be logged
on—If the Agents phoneset login required for ADD check box is clear in
the Server Configuration Parameters for ADD window, agents can log on
to Agent Desktop Display when not logged on to a phoneset. The display
still shows skillset information for the agent regardless of whether they
logged on to their phoneset and Agent Desktop Display. If the agent logs
off their phoneset, Agent Desktop Display does not close down.
„ ability to hide title bar in one-line display—You can now right-click the
title bar of the one-line displays and select Show Title Bar to show or hide
the title bar. You can also drag and drop the display to any location on your
desktop.
„ space between the columns is reduced—The space between columns
(NOTRDY AGENTS, INSRV AGENTS, CALLS WAIT, and MAX
WAIT) in displays is reduced, where possible. This results in a smaller
display size.

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About Contact Center Manager Agent Desktop


Display

Agent Desktop Display is a Windows-based tool that provides skillset


monitoring to Contact Center Manager Server agents. Agents or supervisors can
log on to Agent Desktop Display using their phoneset logon ID and view
statistics for each skillset to which they belong.

You can configure Agent Desktop Display to monitor skillsets on a single


Contact Center Manager Server only. To monitor skillsets across multiple
Contact Center Manager Servers, Nortel recommends using a consolidated real-
time display and projecting this display on a whiteboard or screen.

The application continually verifies that the agent is logged on to the server in
Contact Center Manager Server by checking with the Contact Center Manager
Administration server once every minute. It also checks the list of skillsets
assigned to the logged on agent once every 3 minutes and updates the display
accordingly.

Before you or any of your agents can use Agent Desktop Display, your
administrator must install and configure the software on the Contact Center
Manager Administration server and on each client PC used to access the
displays. You must also have the Real-Time Reporting component installed and
configured on the Contact Center Manager Administration server for Agent
Desktop Display to function properly.

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Agent Desktop Display Standard 9.07

Display formats

Users can view two types of display formats:


„ tabular displays—The tabular format for Agent Desktop Display appears
as a window with several columns. This window can be moved, minimized,
resized, closed, or set to always stay on top of the desktop like any standard
Microsoft window.
„ one-line displays—In the one-line display, you can view the summary
real-time statistics for each skillset to which you currently have access.
Every 5 seconds, a new skillset and its associated statistics appear in the
one-line display. The skillsets continuously change, enabling you to view
all of your skillset statistics, one skillset at a time. To see the full name of
each statistic, hover your pointer over each of the statistics headings. A box
appears, listing the full statistic name.

To switch between the one-line display and the tabular display, right-click the
window and select the display type of your choice from the resulting menu. You
can also choose the language for the statistic names and menu items shown in
the display. For more information about using Agent Desktop Display, right-
click in the display and select Help from the resulting menu.

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Real-time statistics column descriptions

Each skillset listed in Agent Desktop Display can display any one of the
following listed statistics on the client PC.

Skillsets assigned the Standby priority are not displayed in Contact Center
Manager Agent Desktop Display.

Statistic Display name Description

Calls waiting CALLS WAIT The number of local and incoming


network CDN calls currently
waiting to be answered by agents
in each skillset to which you are
currently logged on.
A call is counted more than once if
it is queued to more than one of the
skillsets to which you are logged
on.
Total calls answered CALLS ANS The number of local and incoming
network CDN calls answered by
agents for the selected skillset.
Total calls answered ANS DELAY The amount of time in seconds that
delay all local and incoming network
CDN calls waits before an agent
with this skillset answers. Waiting
time is measured from the time at
which the calls enter the queue to
the time when agents answer the
calls.

Maximum waiting MAX WAIT The amount of time in seconds that


time the oldest local or incoming
network CDN call waits for an
agent in the selected skillset to
answer the call.

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Agent Desktop Display Standard 9.07

Statistic Display name Description

Calls answered after ANS THRESH The number of local and incoming
threshold network CDN calls answered after
a delay greater than or equal to the
service level threshold for this
skillset.

Network calls waiting NTWK WAIT The number of incoming network


calls currently waiting for an agent
in this skillset to answer.
Network calls NTWK ANS The number of incoming network
answered calls that agents in the current
skillset answer.

Agents available AVAIL AGENTS The number of available agents in


this skillset who are logged on and
in Wait state.

Agents in service INSRV AGENTS The number of agents logged on


and assigned to this skillset.
Agents are counted more than once
if they are logged on to more than
one of the skillsets that you can
view.
Agents not ready NOTRDY The number of agents who are
AGENTS logged on to this skillset and
whose state is Not Ready.
Agents on skillset call SKLSET CALL The number of agents currently on
a call queued to this skillset.

Agents on network NTWK SKLSET The number of agents assigned to


skillset call the current skillset who are
answering incoming network
skillset calls.

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October 2007 Agent Desktop Display

Statistic Display name Description

Agents on other OTHER SKLSET The number of agents assigned to


skillset call the current skillset and active on
calls for other skillsets.
You can assign agents to multiple
skillsets. Other skillsets might be
local skillsets designed specifically
for call handling at your location,
or network skillsets assigned from
any site.

Agents on DN call DN CALL The number of agents logged on to


this skillset who are currently
handling DN calls.

Agents on ACD-DN ACDDN CALL The number of agents assigned to


call this skillset who are currently
handling ACD-DN calls.

Agents on NACD-DN NACDDN CALL The number of agents assigned to


call the current skillset who are
answering networked ACD-DN
calls.

Expected wait time EXPECT WAIT The time that a new local or
incoming network CDN call is
expected to wait before an agent
with this skillset answers it.

Longest waiting time LWT LASTCL The longest waiting time of all idle
since last call agents currently waiting to answer
calls for this skillset. The time is
calculated since the agent’s last
call. The timer for idle time is reset
to zero (0) when an agent answers
a call.

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Agent Desktop Display Standard 9.07

Statistic Display name Description

Longest waiting time LWT LOGIN The longest waiting time of all idle
since login agents currently waiting to answer
calls for this skillset. The time is
calculated since the agent logged
on. The timer begins logging wait
time when an agent logs on to the
current skillset and resets to zero
(0) when the agent answers a call.
Skillset state SKLSET STATE The current state of this skillset.
Values:
„ INSVC = In Service
„ OUTSVC = Out of Service
Agents unavailable UNAVAL The number of logged on agents
AGENTS currently unavailable to take calls.

Display thresholds
All display thresholds have two values—the low end (Level 1) and the high end
(Level 2) of the normal range of activity. Your administrator can define these
values in the Configuration component of Contact Center Manager
Administration.

In the Contact Center Manager Agent Desktop Display application, your


administrator can use colors (red, yellow, and green) to identify whether the
value of the statistic shown in the display is less than the low value, between the
low and high value, or greater than the high value. The administrator must
configure these threshold colors on the Agent Desktop Display server
component on the Contact Center Manager Administration server. For more
information about configuring the Agent Desktop Display, see the Contact
Center Manager Administration Installation and Maintenance Guide, or consult
the Agent Desktop Display online Help.

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If your administrator does not set the threshold levels for the statistic in the
Configuration component, then the statistic values appear in white in the Agent
Desktop Display.

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194 Contact Center Manager


Chapter 6

Historical Reporting

In this chapter
What is new in Historical Reporting 196
Overview 198
Available data and access privileges 199
To work in Historical Reporting 200
Types of reports 211
To use reports to monitor your contact center 216
Section A: Managing reports 219
Section B: Using reports 259

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What is new in Historical Reporting

The following Historical Reporting features are new:


„ view and print historical report schedules—In the Scheduled Events
window, you can view and print all reports that you scheduled. An
administrator can view and print the schedules of all reports scheduled by
all users.
„ synchronize changes made to original report templates on network
drives with the imported report template—When you create a report on
a computer in your network and import it into Contact Center Manager
Administration with the Template Importing Wizard, a copy of the report is
stored on the Contact Center Manager Administration server. When you
schedule or run this report, you do not require access to the original report
template because the imported copy runs from the Contact Center Manager
Administration server.
However, if you make changes to the original report on the network
computer after you import it, these changes do not appear on the imported
report unless you select Synchronize report template from the network
drive in the Template Importing Wizard. If you select this value when
importing the report, when you subsequently run the imported report in
Contact Center Manager Administration (either ad hoc or scheduled), if the
original report changes, the changes synchronize with the imported report
before the report runs. This process is automatic and invisible to the user.
„ print Access and Partition Management information—The Historical
Reporting component includes four additional configuration reports from
which you can print out a list of users, their access levels, and partitions, as
well as the complete list of partitions, access classes, and report groups.
The reports are the Users report, Access Classes report, Partitions report,
and Report Groups report.
„ Report Creation Wizard—When you install Contact Center Manager
Administration, it now includes Report Creation Wizard and its associated
files, and Crystal Report Viewer 10. Report Creation Wizard provides an
interface through which you can create and modify custom historical
reports for products within the Contact Center Manager portfolio. Report
Creation Wizard integrates with Contact Center Manager Administration

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and supports the creation and modification of reports from Nortel product
data sources that are ODBC compliant.
„ New IVR reports for CS 2x00/DMS—The following standard reports are
available: IVR Queue and Port Properties (in the Configuration folder),
IVR Port Statistics (in the Other folder), and IVR Queue Statistics (in the
Other folder).

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Overview

Reports help you monitor your system performance by providing information


about system activity. You can use reports to:
„ analyze productivity and efficiency
„ assess staffing requirements
„ identify trends
„ identify seasonal behavior
„ forecast future activity
„ enhance service

Forecasting is especially helpful for predicting changes in contact center traffic.


For example, if a retailer’s annual summer sale traditionally brings higher call
volumes, detailed reports can help the contact center prepare for future sales.
Similarly, tracking seasonal business trends makes it easier to manage staffing
requirements from one year to the next.

To create reports
When you customize one of the standard public report templates included with
Contact Center Manager, you create a user-defined report. When you create a
user-defined report, you specify:
„ general report information—including the report name
„ selection criteria—the entities to include in the report (for all reports you
can choose from the filter elements applicable for the type of report; for
network-consolidated reports, you can also choose from among the filters
that you saved [if any])
„ report schedule—when the report is to be generated
„ data range—the data collection period for the report
„ output options—the printer or file to which the report is sent

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Available data and access privileges

The administrator uses the Access and Partition Management component to


create and administer Contact Center Manager Administration users. These
users can log on and use Contact Center Manager Administration components
such as Contact Center Management, Real-Time Reporting, or Historical
Reporting. When the administrator creates a user in Access and Partition
Management, the administrator can specify the following:
„ Access classes—Access classes define what access rights or privileges a
user has. For example, a user might have only view access of agent
properties.
„ Partitions—Partitions define what data a user can see within Contact
Center Management, Real-time Reporting, and Historical Reporting. For
example, a user might see only a selection of agents configured on a
Contact Center Manager Server, such as all the agents reporting to a
particular supervisor.

If you cannot access particular operations or views, or if you cannot view data
elements (for example Agents, CDNs, or Report Groups), contact your
administrator to request extra permissions for your user account.

If you have administrator privileges within the Access and Partition


Management component and require more information about users, access
classes, partitions, or report groups, see the Nortel Contact Center Manager
Administrator’s Guide for complete information.

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To work in Historical Reporting

Use the Historical Reporting component to produce nodal and network-


consolidated reports detailing the past performance of the contact center. In
Contact Center Manager Administration, you can specify the data range of the
reports, schedule them to run at a specific time, and apply selection criteria to
them.

You can schedule many reports for the same schedule time, but only five
scheduled reports are processed at the same time. Remaining reports waiting in
the queue and are processed on a first-in-first-out basis to give higher priority to
the ad hoc reports.

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Public, private, and shared reports

Historical Reporting contains up to three main folders where reports are stored
under each server on the system tree: the Public Report Templates folder, the
Group folder, and the Private Report Templates folder.

Public Report Templates folder


The Public Report Templates folder includes all the standard report templates
shipped with Contact Center Manager. The templates are stored in subfolders,
each corresponding to a public report group listed in the Access and Partition
Management component of Contact Center Manager Administration. Your
administrator can restrict your access to public report templates by including
only a portion of the public report groups in the partition assigned to you. Your
administrator can give you access to a maximum of seven subfolders (public
report groups):
„ Agent Performance
„ Call-by-Call
„ Configuration
„ Multimedia
„ Others
„ Networking
„ Outbound
„ NCC (only on the NCC server)

The current release of the Communication Server 1000/Meridian 1 PBX switch


supports networking over ISDN trunks only.

The report groups that you can see and access depends on the access privileges
assigned to you by your Contact Center Manager Administration server
administrator. For details, see the Contact Center Manager Administrator’s
Guide.

You can run the public reports on an ad hoc basis, or you can save copies of the
reports in your private or shared Report Group folders.

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Report Group folder


Use the Report Group folder to store shared reports. The Report Group folder
name corresponds to a custom report group. Your administrator can create
custom report groups in Access and Partition Management and grant you access
to custom report groups. Only users assigned access to a specific custom report
group can use that specific Report Group folder in Historical Reporting.

Users belonging to the same group can use Report Group folders to share their
custom reports. You can customize a standard public report template and save it
in your Report Group folder so that other members of your group can use the
same custom report. Members of your group can open your custom report and
run it on an ad hoc basis. Your Contact Center Manager Administration server
administrator can also delete reports from shared Report Groups (custom report
groups).

Administrators can create custom report groups to reflect each department in


your contact center, such as the Sales Group or the Marketing Group. They can
also create group folders for each company sharing a bureau contact center. In
this scenario, the custom reports for each company are in separate folders, which
only members of the group can access.

Administrators can also use Report Groups to give a user access to a limited
number of reports. For example, if an administrator does not want to give a user
access to any of the standard report templates, the administrator can create a
custom report group and add it to the partition assigned to the user. When the
user launches Historical Reporting, the user sees only the custom report group
folder and only those reports that other members of the group saved in the
Report Group folder.

Private Report Templates folder


When you customize a public or shared report, you can save it in your Private
Report Templates folder if you do not want to share your report with other users.
Only you, the creator of the report, can access the report when it is in your
Private Report Templates folder. If you want to share a private report with
members of your group, you can save a copy of it in your Report Group folder.

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Access and Partition Management Reports


From the Configuration folder on the Administration server, you can choose
from four Access and Partition Management reports to run:
„ Access Classes
„ Report Groups
„ User Defined Partitions
„ Users

You cannot import customized reports or Report Creation Wizard reports on the
Administration server. You can save Access and Partition Management reports
in your private report templates folder for scheduling purposes. These private
Access and Partition Management reports can also be run on an ad hoc basis.

To access configuration reports on the Administration server you must be one of


the following:
„ the WEBADMIN
„ a Contact Center Management Administration User with Full Data Across
All Servers
„ a Contact Center Management Administration User with All Data on the
Administration server
„ a Contact Center Management Administration User with access granted to
Standard Configuration Reports on the Administration server

Users with above access privileges can run these reports with all of the data
configured in Access and Partition Management.

Access Classes report format


Data for each Access Class is displayed on a separate page. The main rows
displayed in the Access Class report are:
„ Access Class Name—Contains the access class name
„ Members—Contains the users assigned to the access class
„ Access Class properties—Shows access rights for each server

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Partitions report format


Data for each Partition is displayed on a separate page. The main rows displayed
in the Partition report are:
„ Partition Name—Contains the user defined partition name
„ Members—Contains the users assigned to the User Defined partition with
rights on Contact Center Management, Historical Reporting and Real-Time
Reporting components
„ Server Name—Shows data allocated for all Contact Center Manager
Servers for the partition, for example, Agents, Skillsets, Report Groups,
Applications, CDNs (Route Points) and DNISs.

Report Group report format


Report Group data on each Contact Center Manager Server configured on the
Contact Center Management Administration server is displayed on a separate
page. The main rows displayed in the report body are:
„ Server—Contains the Contact Center Manager Server name
„ List of report groups—Contains the list of report groups (standard and
user defined)
„ Report Group row—Contains report group name, partition allocated to
this report group and user report saved under the report group (reports
displayed only for user defined report groups).

Users report format


The Users report can be printed or displayed for each Contact Center
Management Administration user configured on the Contact Center
Management Administration server. The main rows displayed in the report body
are:
„ User Name—Contains the Contact Center Management Administration
user details
„ Basic Access Rights—Contains the basic access rights for each Contact
Center Management Administration component
„ Access Classes—Lists the name of the access classes allocated to this user
„ Partitions—Show whether user has Full data access across all server
„ Data per server—Shows partitions data for each server for the user
including Standard partitions and supervisors.

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User defined partitions—Show the user defined partitions and component


level access on the partitions for this user.

Historical Reporting and the Contact Center Manager Administration


server
Contact Center Manager Administration includes the same standard report
templates that were available on the Symposium Call Center Server client
(Classic Client). However, instead of being installed on the client computer, the
report templates in Contact Center Manager Administration are on the Contact
Center Manager Administration server, and are available to all users who have
reporting access.

When you customize reports and save them, you save them on the Contact
Center Manager Administration server. Centralized storage greatly reduces the
amount of space required on the client workstations to run Historical Reporting.

The report scheduler on the Contact Center Manager Administration server


generates scheduled reports, making it unnecessary to have a client workstation
on and running the report listener at all times. Because the Contact Center
Manager Administration server is always on and receiving data from Contact
Center Manager Server, the client no longer must be connected to Contact
Center Manager Server to generate a scheduled report.

Historical data and partitions


When your administrator gives you access to use Historical Reporting, the
administrator also determines the agents, applications, skillsets, CDNs (Route
Points), DNISs, and report groups that you can see in your reports by creating a
partition containing these elements and assigning the partition to you. Therefore,
if you work in a networked environment and have access to more than one
server on the system tree, your administrator must grant you access to each
server. If you can see data on one server on the system tree, but you cannot
access another server, contact your administrator.

If the administrator assigns you full access on any server, then you can see all
contact center data and all public report templates on all servers to which you
have access.

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Selection criteria and filter elements


When you run an ad hoc public report, or when you create a custom report, you
can choose the filter elements (the data) that you want to see in the report by
defining the selection criteria. You can choose from all elements to which the
administrator granted you access.

The filter elements available (for example, agents, skillsets, or applications)


depend on the type of statistics included in the report. For example, the Agent
Performance report contains two types of filter elements: Agent Name and
Agent Login ID. In this case, both filter elements appear in one table in the
Available section. If you do not select any filter elements, then all data that you
have access to appears in the report.

If you select multiple filter elements, then only those that satisfy all filter criteria
appear in the report. For example, if you choose to report on five agents and
three activity codes, if one agent did not use any of the activity codes, then that
agent is not included in the report.

The list of available agents includes those in the partition and supervisor/
reporting agent combinations assigned to you. Select the check box beside each
agent that you want to view in the report and then click Update Selection
Criteria.

You can choose individual agents to view in your historical reports. In Historical
Reporting, when you select a report containing agents, the table of available
agents always lists the most current agents assigned to you.

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However, if you customize and save a historical report, the selection criteria in
your saved report is not automatically updated, meaning that you might have
access to more agents by the time you run the report. It is always a good idea,
therefore, to check the agents in the Available table before running your custom
report to see if you want to add new agents assigned to you.

Filters
Use the filters feature to select the sites and resources to include in a network-
consolidated report. After you create and save a filter, you can apply it to both
standard and private network-consolidated historical reports to view only the
information that you specify in the generated report. When you connect to a
Network Control Center server and open a network-consolidated report, the
Selection Criteria area includes a list of the available network sites and any
available filters that you defined and saved.

You can also use filters that your administrator imported from the Symposium
Call Center Server Classic Client. While each of the Classic Client filters
contains only one type of data—either skillsets, applications, route numbers,
route names, DNIS numbers, or DNIS names—you can add different types of
data to these filters after they are imported into Contact Center Manager
Administration by using the filters pages in Historical Reporting.

To create filters
When you create a filter, you can specify the applications, DNISs, routes, and
skillsets to see in both standard and private network-consolidated historical
reports. You can choose from among those items included in the partition
assigned to you. You can select multiple resource items across multiple sites in
your network and save them in one filter.

For more information about creating filters, see the Contact Center Manager
Administration online Help for Historical Reporting.

Date format in the reports


You can configure the date format you want to display and print on ad hoc and
scheduled reports.

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Reports use the short date format set up on the client PC. You can set the short
date format in Regional Options.

Setting the short date format on Windows XP


1 Select Start > Settings > Control Panel.
Result: The Control Panel window appears.
2 Double-click Regional and Language Options.
Result: The Regional and Language Options window appears.

3 Click the Regional Options tab.

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4 Click Customize.
Result: The Customize Regional Options window appears.

5 Click the Date tab.


6 From the Short Date format list, select the date format you want to use for
reports. You can also type the date format.
7 Click Apply.
8 Click OK.
9 Click OK to close the Regional and Language Options window.

After you set the date format on the client PC, all your standard ad hoc and
scheduled reports use this short date format. The date always prints as numeric
text on the reports. Month names do not print. For example, if you chose a short
date format of dd-MMM-yy, the date printed on a report for 18-Sep-05 is 18-09-
05.

If you reschedule a report from another client PC, the date format set on that
client PC is used for your scheduled report. This is also applicable for ad hoc
reports.

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The client PC date format is applied only to standard reports. Imported, user
created, and Report Creation Wizard reports print the date fields in the format as
designed by the user while creating these reports.

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Types of reports

There are two ways to classify the reports in Historical Reporting:


„ who created them
„ what type of information they contain

Who created the reports


The following sections describe the reports that users can create.

Public report templates


Public report templates are the standard reports installed with Contact Center
Manager. You cannot schedule public report templates, but you can run them on
an ad hoc basis. You can modify the report data range and add selection criteria
when you generate the report. All other report information is fixed.

User-defined
You create a user-defined report by using a public report template or another
user-defined report and saving a copy of it in your Private Report Templates
folder, or in your Report Group folder (if you have access to a group folder).
You can schedule user-defined reports, define selection criteria, and modify any
report information (except predefined database information).

user created
A user created report is a custom Contact Center Manager Server report created
with Crystal Reports 9.0 or later. You can import user created reports one at a
time into Contact Center Manager Administration using the importing tool in
Report Creation Wizard. For more information, see “To import and edit a Report
Creation Wizard report” on page 315.

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To import a report template, see the following procedure. When you import a
report template, it is stored on the Contact Center Manager Administration
server. However, you access the report template by opening your Private Report
Templates folder under the Contact Center Manager Server to which you
imported the report template. To share the report template with other users, you
must save the report template to your Report Group folder (if you have access to
a Report Group folder).

Importing a Contact Center Manager Server report template


1 Launch Historical Reporting from the launchpad.
2 In the System Tree, click a server to which you want to import your user
created report.
You cannot import reports to the Administration server. This server is
available only to generate Access and Partition management reports for
Contact Center Manager Administration.
3 From the menu bar, select Report > Import.
Result: The Template Importing Wizard window appears in a new window.
4 Click Next.
5 Select the Synchronize report template from the network drive check
box. This is optional.
If this check box is selected at the time of import, the Contact Center
Manager Administration server synchronizes the user created reports from
the source network drive every time you modify the report using Crystal
Reports software on the network drive. That means if you modify your
source report template on the network drive or PC, you do not need to
reimport the report to the Contact Center Manager Administration server.
To use this option, make sure the network PC is preconfigured to use this
feature. See the Nortel Contact Center Manager Installation and
Maintenance Guide or contact your administrator for details.
6 In the Directory and folder name box, type the network path of the report
template as follows: \\<Network PC name>\<shared folder
name>\<report template name.rpt> or click Browse to browse to the
report.
Result: The Contact Center Manager Administration application saves the
following information:
„ Network path (TemplatePath) of the report template

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„ Last modified date (LastModified) of the report template


The Contact Center Manager Administration server uses TemplatePath
and LastModified data to copy the report template from the network drive to
the Contact Center Manager Administration server (if the report template is
modified on the network drive after import).
7 In the Template Name box, type the name of the report.
8 From the Report is based on the following data list, choose one of the
following options: Historical, Configuration, or Parameters.
9 In the Database Alias box, type the database view name that this report is
based on for the report SQL query.
10 In the Timestamp box, type a timestamp.
The Database Alias and Timestamp is required only if you import a
Historical report.
11 From the Report Data Range list, select a data range. The choices are
Interval, Daily, Weekly, and Monthly.
12 Click Next.
13 Click Finish to complete the import.

When you import a user created report based on historical data (as opposed to
configuration data), use the Template Importing Wizard to choose the type of
data range for the report. For historical user created reports, you can choose
from all four data range types: interval, daily, weekly, and monthly. After you
import the report, click on the report in your Private Report Templates folder to
further define the data range, schedule the report, and specify the output options.

Unlike user-defined reports, you cannot change the data range type for user
created reports that you import with the Template Importing Wizard. After you
choose the type of data range and import the user created report, the data range
type remains the same. For example, if you import the report with a daily data
range, you cannot change it to weekly. However, you can choose from all the
same daily data range options as you can with user-defined reports. To change
the data range type for a user created report, you must import the report again
with the new data range type.

For more information about creating custom reports, see the Contact Center
Manager Historical Reporting and Data Dictionary.

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You can also use the Template Importing Wizard to import existing custom
Contact Center Manager Server report templates, one at a time, into Contact
Center Manager Administration. For more information about using the wizard,
see the Contact Center Manager Administration online Help.

User created parameter reports


You can also use the Template Importing Wizard to import parameter reports
that you created with Crystal Reports into Contact Center Manager
Administration. To do so, you must select Parameters from the Report is based
on the following data list, and then follow the prompts in the wizard to import
the report. A parameter report is a Crystal Reports template with special
parameter fields that require the user to enter or select data at the time of running
the report. Some examples of parameter fields that require user input are the date
and time fields.

Just like other user created reports that you import, the default location for
storing parameter reports is your Private Report Templates folder. After you
import the parameter report, select the report in your Private Report Templates
folder under the same Contact Center Manager Server to which you imported
the report, select parameter values, and then run the report. To share the report
template with other users, you must save your imported parameter report to your
Report Group folder (if you have access to a group folder).

Because parameter reports require user input at run time, you can run these
reports on an ad hoc basis only; you cannot schedule parameter reports. When
you save the parameter report, selected parameter values are not saved. Instead,
you must select the parameter values each time you run the report.

For more information, see “Working with parameter reports” on page 242.

What type of information the reports contain


This section describes the type of information in historical reports and
configuration reports.

Historical reports
Historical reports provide information about the past performance of the contact
center. Two types of historical reports are available:

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„ summarized historical reports—These reports contain totals accumulated


over a period of time (usually 15-minute interval, day, week, or month).
„ event (or detail) reports—These reports contain detailed information
about each event that occurred.

Configuration reports
Configuration reports contain information about how your system is configured.
You can use them as a reference when you make changes to your system.

Contact Center Manager Administration provides four new configuration


reports under the Administration server. These reports print data configured in
the Access and Partition Management component. The four reports are:
„ Access Classes
„ Report Groups
„ User Defined Partitions
„ Users

For details, see the Contact Center Manager Historical Reporting and Data
Dictionary.

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To use reports to monitor your contact center

Contact Center Manager Administration provides a large number of standard


reports that you can use to monitor the efficiency of your contact center over
time. This section lists some common questions supervisors have, and tells you
which report you can use to find answers.

Which agents need assistance and training?


As a contact center supervisor, you must be able to identify agents with the
following problems:

Problem Report

Unusually long talk time—This can indicate Agent Average Calls Per Hour
that the agent is having difficulty responding Agent Performance
to customer requests. (It might also indicate
that the agent is handling more complex calls Agent Average Calls Per Hour, Bottom 5
than other agents.) (Use the Agent By Activity Code report
to determine the complexity of the calls
handled by the agent.)

Unusual number of short calls—This can Agent Short Calls


indicate that the agent is terminating or Agent Performance
redirecting calls to meet call quota targets.
Agent Average Calls Per Hour, Top 5
Unusual number of transferred or Agent Transferred/Conferenced Activity
conferenced calls—This can indicate that the Agent Performance
agent is having difficulty responding to
customer requests, or is redirecting calls to
meet call quota targets.

Unusually long talk time or unusual Agent By Skillset Performance


number of short, transferred, or (Compare the same agent in several
conference calls for a specific skillset—This skillsets, and different agents in the same
can indicate that the agent does not have the skillset.)
skills required for a skillset.

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Problem Report

Over- or under-utilized agents—Look for Agent Performance


agents with unusual amounts of waiting time,
or unusual number of calls presented. (Take
into account time spent on ACD calls.)

Unusual amount of time spent on personal Agent DN Performance, Top 5


calls. Agent DN Performance

Habitual lateness, long break times, Agent Login/Logout


excessive walkaway time.

To balance call distribution, your contact center administrator can reconfigure


parameters such as Agent Idle Time Preference, adjust agent skillset priorities,
or redesign the call flow (adding or changing scripts, adding or removing
skillsets, and changing skillset assignments).

Do I have enough agents assigned to each skillset?


To identify underserviced skillsets, use the Skillset Performance report. Look at
the following statistics:
„ Skillset Answered—Shows the call volume for the skillset. Skillsets with
high call volumes probably need more agents. (You might want to take into
account the average call length for the skillset.)
„ Average Answer Delay—Shows how long, on average, callers waited in
the skillset queue. Skillsets with long delays might need additional staffing.
„ Skillset Answered After Thresh—Shows how many calls were answered
after the service level threshold for the skillset. Compare this total with
your department’s targets. If it is too high, you might need additional
staffing.

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Section A: Managing reports

In this section
Overview of managing reports 220
Where reports are stored 221
Reports and time zones 222
To create user-defined reports 227
To create Contact Center Multimedia user-created reports 248
To work with parameter reports 255
To copy shared reports 257
Changing or deleting reports 258

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Overview of managing reports

A user-defined report is a report you create using a standard public report or


another user-defined report as a template. You can define the following
properties for a user-defined report:
„ general report information—including report name
„ selection criteria—the entities to include in the report (if you connect to an
NCC server and generate a network-consolidated report, then the selection
criteria can include any filters that you created and saved)
„ report schedule—when the report is generated
„ data range—the data collection period for the report
„ output options—the printer or file to which the report is sent, the e-mail
addresses to which notification is sent that the report generation was
successful or not, and the paper size for the printed report
„ network sites—(network option only) for network-consolidated reports,
generated from the NCC, you can select the sites to include in the report

You cannot define a data range for configuration reports.

The administrator must configure a network printer on the Contact Center


Manager Administration server before you can select it in the output options
area and generate a scheduled report on it. For more information about
configuring printers on the Contact Center Manager Administration server, see
the Contact Center Manager Administration Installation and Maintenance
Guide.

You must configure a default printer on the client PC to print ad hoc reports to
this printer.

Although you can schedule many reports for the same schedule time, only five
scheduled reports are processed at the same time. The remaining scheduled
reports wait in the queue and are processed on a first-in-first-out basis to give
higher priority to the ad hoc reports.

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Where reports are stored

All reports are located on the Contact Center Manager Administration server.
When you save a user-defined report in your Private Report Templates folder,
your user ID is stored with it. Only the creator has access to the report. If another
user logs on to Contact Center Manager Administration, that user does not see
the report in your Private Report Templates folder.

The user created reports (the reports that you import) are also saved on the
Contact Center Manager Administration server. All user imported reports are
saved in your Private Report Templates folder. To share your reports with other
users, you can save (copy) these reports to a Report Group folder, if you have
access to this folder.

User-defined reports and Contact Center Manager Server


When you save a user-defined report, you save it under a server in Contact
Center Manager Server on the system tree. The name of the server is stored with
the report. The report is available only for the server on which you create it.

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Reports and time zones

When you run an ad hoc report, or when you schedule a report, you can select
the time zone in the Report Details section of the report. The time zone that you
select applies to both the data range of the report and the report schedule.

The time zone defaults to the time zone of the selected server.

In a network of contact centers, some sites in the network might be in different


time zones. To schedule and run reports effectively, ensure that you know the
time zones in which the following two computers are located:
„ Contact Center Manager Server—When you choose the data range for
either ad hoc or scheduled reports, the system converts the time that you
select to Contact Center Manager Server time. The system automatically
shows the selected Contact Center Manager Server time zone in the Time
Zone list when you click on the Report Details section.

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„ Contact Center Manager Administration server—When you select the


schedule time for your report, the system converts the time that you choose
to the Contact Center Manager Administration server time.

Example
You work in a networked environment. It is 9:00 a.m. in Toronto where you are
located (Eastern Standard Time). The Contact Center Manager Administration
server is in Winnipeg (1 hour earlier, Central Standard Time). You connect to a
server in Contact Center Manager Server in Vancouver (3 hours earlier, Pacific
Standard Time).

The following graphic provides an overview of the time zones involved in this
example.

In this example, you choose your local time zone (Eastern Standard Time). You
choose an interval data range of 12:00 a.m. until 8:45 a.m. from 1 day ago to 0
days ago. For more information about selecting the data range, see “Defining the
data range” on page 233.

Then, you schedule the report to run every day at 9:00 a.m. For more
information about scheduling reports, see “Define the report schedule” on page
241.

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Result: The report generates every day at 9:00 a.m. your time. However,
because the schedule time is always based on the Contact Center Manager
Administration server time, the timestamp at the bottom of the report shows the
Contact Center Manager Administration server time of 8:00 a.m.

The system always translates the selected data range times to Contact Center
Manager Server time, so in this case, the interval shown at the top of the report
reflects Pacific Standard Time—9:00 p.m. to 5:45 a.m. (the same as 12:00 a.m.
to 8:45 a.m. Eastern Standard Time).

The following graphic shows the report interval if you choose Eastern Standard
Time before you define the data range.

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Because the interval at the top of the report always reflects the time zone in
which the Contact Center Manager Server is located, if you leave the default
time zone (which is always the same time zone as the selected server), you avoid
a discrepancy between the data range that you specify and the report interval.

Therefore, in this example, if you leave the default time zone of Pacific Standard
Time (the same time zone as the Contact Center Manager Server on which you
want to run the report), the data range times that you choose are based on the
selected time zone and are synchronized with Contact Center Manager
Administration.

If you choose an interval data range of 12:00 a.m. until 8:45 a.m. from 1 day ago
to 0 days ago, the interval shown at the top of the report is 12:00 a.m. until
8:45 a.m., Contact Center Manager Server time.

The following graphic shows the report interval if you choose the same time
zone as the Contact Center Manager Server before you define the data range.

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ATTENTION
The report schedule that you define cannot start in the p.m.
range and end in the a.m. range. Therefore, when the system
converts your selected time to Contact Center Manager
Administration server time, an error message appears if the
converted start time is in the p.m. range and the converted
end time is in the a.m. range. In this case, you must reenter
the schedule start and end times, taking into account the time
difference with the Contact Center Manager Administration
server.
Example
The Contact Center Manager Administration server is in a
time zone 2 hours later than the time zone you choose from
the Time Zone list. You enter a schedule start time of 9:00
p.m. and an end time of 11:00 p.m. However, when you
submit your schedule, the system converts the schedule start
time to 11:00 p.m. and the schedule end time to 1:00 a.m.,
Contact Center Manager Administration server time. In this
case, an error message appears because the schedule that
you define cannot start in the p.m. range and end in the a.m.
range. You must reenter the schedule start and end times,
taking into account the time difference with the Contact
Center Manager Administration server.

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To create user-defined reports

Use Historical Reporting to create, schedule, and run user-defined reports in one
window. This section describes the main features of the Report Properties
window in Historical Reporting. For step-by-step procedures, see the online
Help included with the application.

CAUTION

Risk of data loss


Before you define a consolidated report or generate a call-by-call
.

report, check with your network administrator to make sure that


the network has the capacity to support the resulting traffic.

Creating a user-defined report


To create a Contact Center Multimedia report, you must create it in Report
Creation Wizard. For more information, see “To create Contact Center
Multimedia user-created reports” on page 248.

To create a user-defined report, you can choose from three types of report
templates as the basis for your report: a public report template, a shared report in
your Group folder, or a private report template.
1 On the system tree, in the Historical Reporting main window, click the
server under which you want to create the report.
Result: The server expands to reveal a series of folders.
2 Click the folder containing the report template that you want to use as a
basis for your user-defined report.

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3 Click the report template.


Result: The Report Properties window appears. To view, add, and edit the
report properties, click the appropriate heading in the window.

4 Click Report Details.


Result: The heading expands to reveal a series of boxes.

5 In the Report Title box, type a new report title, or accept the default title
shown. The title appears at the top of the generated report and in the title
bar of the Ad Hoc Report viewer when you run the report ad hoc.
If you save multiple copies of the same public report in your Group or
Private Report Templates folders, change the report title to distinguish
between reports when you generate them. If you do not change the report
title, all copies of the same public report have the same standard title when
you generate the reports.

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6 To save your custom report, you must type a new report name in the Save
As box. This is the name that appears on the system tree; it must be
unique.
Tip: If you save the report in your Group folder, type a descriptive name so
that other members of your group can easily identify the report.
7 From the Location list, select the location where you want to save your
report. You can choose from your private or group folders (if you have
access to a group folder). If you save it in your private folder, only you have
access to the report; if you save it in your Group folder, other members of
your group can access the report.

ATTENTION
The data range times that you specify for this report are
based on the time zone that you choose here. The
system defaults to the time zone in which the selected
Contact Center Manager Server is located. If you choose
a different time zone than that in which the Contact
Center Manager Server is located, the system translates
the data range times that you enter to Contact Center
Manager Server time. Therefore, to reflect the data range
most effectively, leave the default Contact Center
Manager Server time zone before choosing the data
range. For more information about time zones, see
“Reports and time zones” on page 215.

8 From the Time Zone list, select the time zone in which you want to run or
schedule your report.
9 Click the Report Details header to close this section. Continue with the
following procedure to define the selection criteria.

To define the selection criteria


You can select the elements that you want to include in your reports by choosing
filters and assigning filter elements to your reports. For example, in an agent
performance report, you can choose the agents that you want to report on. You
can define the selection criteria for public, private, and shared reports that you
schedule or run on an ad hoc basis.

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If you do not select any filter elements, you see all available data in the report. If
you select a filter element, you see only that element in the report. For example,
you choose a skillset report and see a list of 20 skillsets in the Available filter
elements table. If you do not select any skillsets, you see all 20 skillsets in the
report, whereas if you select 3 skillsets, you see only these 3 skillsets in the
report.

To select filters
If you connect to an NCC server and define the selection criteria for a network-
consolidated report, then you can also choose from among the filters that you
created and saved. After you create and save a filter, you can apply it to both
standard and private network-consolidated historical reports that you schedule
or run on an ad hoc basis. For more information about creating filters, see “To
create filters” on page 207.

Click the filters heading to view the list of filters that you created and saved.
Select the check box beside each filter that you want to include in the report. To
remove a filter from a report, clear the check box beside that filter.

Defining selection criteria


1 In the Report Properties window, click the Selection Criteria heading.
Result: The heading expands.
2 Click the Available heading.
3 Select the Search Agents option or the Search by Supervisors option.
4 If you select the Search Agents option, complete the following steps. If you
select the Search by Supervisors option, proceed to step 5.
a. From the search criteria list, select one of the following search criteria:
First Name, Last Name, or Login ID.
b. From the search conditions criteria list, select one of the following
search conditions: Contains, Equals To, or Starts With.

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c. In the text box, type the relevant search data. For example, if you select
Login ID as the first search criteria and Starts With as the second
search criteria, you can type 2 to return all agents whose logon ID
starts with 2.
d. If you want to add additional criteria, from the join criteria list, choose
and or or. If you do not want to add additional search criteria, proceed
to step 6.
Result: Another search criteria row appears. You can define up to
three levels of search criteria.
e. Repeats steps 4a to 4d, until you reach a maximum of five joins. This
step is optional.
f. Proceed to Step 6.
5 If you select the Search by Supervisors option, complete the following
steps:
a. From the search criteria list, select one of the following search criteria:
Assigned or Not Assigned.
b. From the search conditions criteria list, select a supervisor.
c. If you want to add additional criteria, from the join criteria list, choose
and or or. If you do not want to add additional search criteria, proceed
to step 6.
Result: Another search criteria row appears. You can define up to
three levels of search criteria.
6 Click Search.
Result: A list of agents appear based on the entered search criteria.
7 Select the available filter elements to include in the report by selecting the
check box beside each element.
When you choose individual filter elements, you can select up to 300
entities. If you use multiple filters, the total number of entities selected for
all filters cannot exceed 300. For example, for the Agent Performance
report, you can select up to 300 agents to run the report. For the Skillset By
Agent Performance report, you can select up to 300 agents plus 300
skillsets to run the report.

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When you choose filters, while you can apply more than one filter to a
report, the combined total number of filter elements in all filters that you
apply to a single report cannot exceed 300. For example, you can apply
one filter that includes 200 skillsets, and another filter that includes 100
agents to a single network-consolidated report, because the total number of
filter elements is 300.
8 Click Update Selection Criteria to move the elements to the Selected
table.
9 To remove an element from the report, clear the check box beside it in the
Selected table, and then click Update Selection Criteria.
10 For the Estimated Revenue By Agent report, in the Per Unit $ box, enter
the dollar amount to use to calculate the revenue value for each activity
code.
The system multiplies this number against the number of occurrences of
the activity code.
11 Click the Filters heading.
Result: The heading expands to reveal filters.
The filters available depend on the type of statistics included in the report. If
you use a standard public report as a template, then see the report
description in the Contact Center Manager Historical Reporting and Data
Dictionary for a list of filters.
If you select multiple filter elements, only those that satisfy all filter criteria
appear in the report. For example, if you choose to report on five agents
and three activity codes, if one agent used no activity codes, then that
agent is not included in the report.
For network-consolidated reports generated on the NCC, the filter elements
available are the network sites to include in the report, or any filters that you
create and save. For information about creating filters, see “To create
filters” on page 207, or see the Contact Center Manager Administration
online Help.
For reports that have agents as a filter element (for example, Agent
Performance or Skillset By Agent Performance reports), you can use a new
search function to fine-tune your search to select the agents for the report.
To return a list of all available agents, click List All and proceed to step 9,
otherwise proceed to step 3.
12 Continue with the following procedure to define the data range.

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Defining the data range


When you define the data range of user-defined reports, you can choose from
Interval, Daily, Weekly, or Monthly collection periods.
1 In the Report Properties window, click Data Range.
Result: The heading expands to reveal a series of boxes. Choose the
collection period for your report in the Data Range area.

You cannot choose a data range for configuration reports. The collection
periods available depend on the type of report that you choose. For
example, for the Agent Performance Calls Answered, Bottom 5 report, you
can choose only Daily. If you choose Interval, the collection period is 15
minutes.
2 Based on the collection period that you choose, you can type information in
the following boxes.

Interval data range boxes


The system collects and stores interval data every 15 minutes. When you
select Interval from the collection frequency list, you can specify the part of
the day that you want to include in your report. For example, you can
specify that you want to see the data collected in the past 3 hours up to the
present time.
Intervals from X hours ago to X hours ago—Select this option to specify
a period from up to 24 hours ago to the present, in 15-minute (0.25 hour)
increments.

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All intervals from X until X from X days ago to X days ago—Select this
option to specify the start time and end time for data collection over a range
of days. For example, to report on interval data collected from three days
ago at 9:00 a.m. to yesterday at 10:00 a.m., you enter from 9:00 a.m. until
10:00 a.m. from 3 days ago to 1 day ago.
Tip: To make it easier to visualize a range of days, you can select dates
from the pop-up calendars that appear when you click the arrows beside
the calendar boxes.The system automatically translates the dates you
choose into the corresponding range of days. The calendars are only for
your convenience; the range of days that the system shows in the boxes
overrides the dates when you run the report.
Example: Today is Wednesday, October 30, and you want to schedule an
interval report to run every Wednesday that includes data for Sunday and
Monday. When you click the drop-down lists beside the “days ago” boxes,
you pick from Sunday, October 27 in the first calendar, to Monday, October
28 in the second calendar. The system automatically populates the days
ago boxes with “From 3 days ago to 2 days ago,” as shown in the following
graphic.

When you schedule the report to run every Wednesday, the system takes
into account the range of days—from 3 days ago to 2 days ago—instead of
the dates.
Only include intervals between X and X each day—Select this check
box to generate the report for the time interval for each day that you select.
For example, if you enter from 9:00 a.m. until 10:00 a.m. from 3 days ago to
1 day ago in All intervals from X until X from X days ago to X days ago, the
report includes interval data collected from three days ago to one day ago
for intervals between 9:00 a.m. and 10:00 a.m. for each day. Clear the

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check box if you want the report to include 24 hours of data over the range
of days that you specify. For example, if you enter from 3 days ago to 1 day
ago, the report includes interval data collected from 12:00 a.m. three days
ago to 2:00 a.m. one day ago.

Previous interval—Select this option to schedule a report to print or send


to a file every 15 minutes during a specified time range on a single day
only. For example, it is 8:30 a.m. and you want to schedule a report to print
every 15 minutes containing data collected from 9:00 a.m. to 5:00 p.m.
today. Enter a start time of 9:00 a.m. and an end time of 5:00 p.m., and
then, in the Schedule area, select today’s date. You must save and activate
the schedule to generate the report.
Notes:
„ The data collection period ends 1 second prior to the specified end time.
For example, to collect data for the period from 4:00 p.m. to
4:14:59 p.m., enter a start time of 4:00 p.m. and an end time of 4:15
p.m.
„ For consolidated reports, if you use time zone conversion, enter the
time at the NCC.
Generate with time zone conversion—For reports generated at the NCC
only. Select this option if you want to convert NCC time to local time for
each site.
Example: The NCC is in Chicago, the data extraction period is
10:00 a.m. to 11:00 p.m., and selected sites include Toronto and San
Francisco. If you select this option, the report includes events occurring in
Toronto between 11:00 a.m. and 12:00 p.m., and in San Francisco
between 8:00 a.m. and 9:00 p.m.

Daily data range boxes


Immediately after the end of each day (that is, at 12:00 a.m. the next day),
the system sums up all of the statistics collected during the day and makes
them available to you for daily reports.

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You cannot generate a daily report on the current day. The most recent
daily statistics are available only for yesterday. For example, if today is
June 7 and you want to run a daily report for June 6, you can access the
daily data for June 6 starting at 12:00 a.m. today.
Yesterday—Click this button to run a report containing 24 hours of daily
data for yesterday (that is, from 12:00 a.m. at the start of yesterday, to
12:00 a.m. last night).
Last 7 days—Click this button to generate a report containing a week of
daily data ending last night at 12:00 a.m.
Last month—Click this button to generate a report containing monthly data
for the past month. The report contains data collected from midnight on the
first day of the month, until midnight on the last day of the month.
From X to X days/business days ago—Click this button to specify the
number of days to include in your report, and then type the range of days in
the boxes provided. To report on yesterday, select from 1 day ago to 0 days
ago. You can choose from days or business days. Your administrator
configures the first business day of the week and the length of the business
week in the Configuration component of Contact Center Manager.
To make it easier to visualize a range of days, you can select dates from
the pop-up calendars that appear when you click the arrows beside the
calendar boxes. The system automatically translates the dates you choose
into the corresponding range of days. The calendars are only for your
convenience; the range of days that the system shows in the boxes
overrides the dates when you run the report.

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Example: Today is Wednesday, June 5, and you want to schedule a daily


report that includes yesterday’s data to run every day from Monday to
Thursday. In the first pop-up calendar, you choose Tuesday, June 4. In the
second pop-up calendar, you choose today’s date, Wednesday, June 5.
The system automatically populates the days ago boxes with the daily
range of “from 1 day ago to 0 days ago,” as shown in the following graphic.

3 When you schedule the report, the system takes into account this daily
range, not the specific dates that you choose, and runs the report every day
from Monday to Thursday, including data for the previous day.

Weekly data range boxes


At the end of every day, the system creates weekly data that contains the
totals for each day of the week. This weekly data is available at the start of
the day that immediately follows the completed days of the previous week.
For example, if your business week starts on Monday and you want a
report that details data collected from the previous week, the data is
available Monday at 12:00 a.m. for the period ending Sunday night at 11:59
p.m.
Last week—Select this option to generate a report containing one week of
weekly data for the previous business week. The time range included in the
report depends on the first business day of the week. If the first business
day is Monday, when you generate the report, it includes data from two
Mondays ago to the start of this past Monday (12:00 a.m.), the first
business day of this week.

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Last 4 weeks—Select this option to generate a report containing four


weeks of weekly data. The time range included in the report depends on
the first business day of the week. If the first business day is Monday, when
you generate the report, it includes data from four Mondays ago to the start
of this past Monday (12:00 a.m.), the first business day of this week.
Last 52 weeks—Select this option to generate a report containing one year
of weekly data. The time range included in the report depends on the first
business day of the week. If the first business day is Monday, when you
generate the report, it includes data from Monday 52 weeks ago to the start
of this past Monday (12:00 a.m.), the first business day of this week.
X weeks ago—Select this option to generate a report containing weekly
data for a particular week in the past, or up to and including the completed
days of the current week, and then type the number corresponding to the
week in the box provided. Type 1 in the box to generate a report containing
last week's data. Type 0 in the box to generate a report containing the data
for all the completed days since the first day of the current week. For
example, if your business week starts on Monday and today is Thursday, if
you type 0 in the box, the generated report contains data from Monday to
Wednesday.
From X to X weeks ago—Select this option to generate a report containing
weekly data for a range of weeks in the past, up to and including the
completed days in the current week, and then type the weekly range in the
boxes. To generate a report containing data up to and including the
previous week, type 1 week ago in the second box. To generate a report
containing data up to and including the completed days of the current week
(based on the first business day), type 0 in the second box.
Tip: To make it easier to visualize of range of weeks, you can select dates
from the pop-up calendars that appear when you click the arrows beside
the calendar boxes. The system automatically translates the dates you
choose into the corresponding range of weeks. The calendars are only for
your convenience; the range of weeks that the system shows in the boxes
overrides the dates when you run the report.
Example: Today is Wednesday, June 5, and you want to schedule a report
that includes weekly data from the previous Wednesday up to and including
the most recent data for the current week. You schedule the report to run
every Wednesday. In this case, the most recent weekly data is available for
the entire day of Tuesday. (Weekly data is only available for the completed
days in the current week. You cannot generate a report containing weekly
data for the current day.) From the first pop-up calendar, you choose last
Wednesday, May 29. From the second pop-up calendar, you choose

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today’s date, Wednesday, June 5. The system automatically populates the


weeks ago boxes with the range of “from 1 week ago to 0 weeks ago,” as
shown in the graphic below. When you schedule the report, the system
takes into account this range, not the specific dates that you chose. It
generates the report every Wednesday, including data from the previous
Wednesday until Tuesday, the most recent completed day in the current
week.

Monthly data range boxes


Each day during the month, the system collects statistics and adds them to
the current monthly data total. The current monthly data is made up of all
completed days so far this month. For example, if you want to generate a
monthly report for the entire month of January, you can access the data on
February 1 at 12:00 a.m.
Last month—Select this option to generate a report containing monthly
data for last month.
Last year—Select this option to generate a report containing monthly data
for the past year. The report includes data from January 1 of last year to
January 1 of the current year.
X months ago—Select this option to generate a report containing monthly
data for a particular month, or for the completed days of the current month,
and then type the number corresponding to the month in the box provided.
For example, type 1 month ago to generate a report containing last month's
data, from midnight on the first day of the month, until midnight on the last

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day of the month. If you type 0 in the box, then the generated report
contains data for all the completed days of the current month. For example,
if today is June 15 and you type 0 in the box, then the generated report
contains data from June 1 to June 14.
If you type 0 in the box and today is the first day of the month, then the
generated report contains no data because there are no completed days in
the current month.
From X months ago to X months ago—Click this button to generate a
report containing monthly data, and then select the range of months from
the lists. To include monthly data for the past month, specify until 1 month
ago. To view data up to and including all the completed days in the current
month, specify until 0 months ago.
To make it easier to visualize a range of months, you can select dates from
the pop-up calendars that appear when you click the arrows beside the
calendar boxes.The system automatically translates the dates you choose
into the corresponding range of months. The calendars are only for your
convenience; the range of months that the system shows in the boxes
overrides the dates when you run the report.

Example: Today is Wednesday, June 5, and you want to schedule a report


that includes monthly data from the first day of last month up to and
including the most recent data for the current month. You schedule the
report to run on the 15th of every month. In this case, the most recent
monthly data is available for the current month up to and including the 14th
day. (Monthly data is only available for the completed days in the current
month. You cannot generate a report containing monthly data for the

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current day.) From the first pop-up calendar, you choose May 1. From the
second pop-up calendar, you choose today’s date, Wednesday, June 5.
The system automatically populates the months ago boxes with the range
of “from 1 month ago to 0 months ago,” as shown in the graphic on page
235. When you schedule the report, the system takes into account this
range, not the specific dates that you chose. It generates the report on the
15th of every month, including data from the first day of the previous month
until the 14th of the current month, the most recent completed day in the
current month.
4 Continue with the following procedure to define the report schedule.

Define the report schedule


You can schedule reports in your group and private folders to send to a file or to
print, or both. You can also specify one or more e-mail addresses where the
system can send notification that the report ran successfully, or that problems
prevented the report from running. If the system cannot generate the report, the
e-mail notification contains possible reasons for the failure so you can repair the
problem and generate the report again.

When you choose to send the report to a printer, you can choose the paper size
for your report.

Although you can schedule many reports for the same schedule time, only five
scheduled reports are processed at the same time. The remaining scheduled
reports wait in the queue and are processed on a first-in-first-out basis. This
gives higher priority to the ad hoc reports.

The schedule time that you specify is based on the time zone that you choose.
However, the schedule time translates to the time zone in which the Contact
Center Manager Administration server is located. The report is generated at the
time and in the time zone you specify, but the timestamp at the bottom of the
generated report reflects the Contact Center Manager Administration server
time. For more information about time zones, see “Reports and time zones” on
page 215.

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The report schedule that you define cannot start in the p.m. range and end in the
a.m. range. Therefore, when the selected time is converted to the Contact Center
Manager Administration server time, an error message appears if the converted
start time is in the p.m. range and the converted end time is in the a.m. range. In
this case, you must reenter the schedule start and end times, taking into account
the time difference with the Contact Center Manager Administration server.

Example
The Contact Center Manager Administration server is in a time zone 2 hours
later than the time zone you choose from the Time Zone list. You enter a
schedule start time of 9:00 p.m. and an end time of 11:00 p.m. However, when
you submit your schedule, the system converts the schedule start time to 11:00
p.m. and the schedule end time to 1:00 a.m., Contact Center Manager
Administration server time. In this case, an error message appears because the
schedule that you define cannot start in the p.m. range and end in the a.m. range.
You must reenter the schedule start and end times, taking into account the time
difference with the Contact Center Manager Administration server.

February 29
When you schedule and activate a report, the system will generate the report as
scheduled each year. Because February 29 occurs in leap years only, you cannot
select this date to schedule a report.

Defining the report schedule


1 In the Report Details section of the window, from the Time Zone list, note
the time zone in which you choose to run or schedule your report.
2 Close the Report Details section.
3 Click Schedule to open the Schedule section. The heading expands to
reveal a series of boxes.

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4 The schedule that you can define depends on the selected data range type.
Select an option button beside the schedule boxes to enable them. You can
enter information in the following boxes.

Schedule boxes available for Interval data range

During the period from X to X—Click this button to generate an interval


report at regular intervals within a defined time range every day, every
business day, on selected days of the week, or on specific dates. For
example, click this button to generate a report every 15 minutes between
9:00 a.m. and 5:00 p.m. every Wednesday and Sunday, and then enter the
times in the boxes.
On X at X weekly—Click this button to generate an interval report on a
particular day, at a particular time every week. For example, click this
button to generate a report every Monday morning at 9:00 a.m.
At X every day/specific days of the week/specific dates—Click this
button to generate an interval report at a specific time every day, on
specific days of the week, or on specific dates. For example, click this
button to generate a report at 9:00 a.m. on the first day and 30th day of
every month.

Schedule boxes available for Daily data range

At X today/every day/days of the week/specific dates—Specify the time


when you want to generate a daily report. For example, you can choose to
generate your daily report at 9:00 a.m., Monday through Friday.

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Schedule boxes available for Weekly data range

At X this week/every week—Specify the time and day when you want to
generate a weekly report, either this week, or every week. For example,
you can specify that you want to generate a weekly report at 10:00 a.m.
every Tuesday.
At X on specific dates—Specify the time and dates when you want to
generate a weekly report. For example, you can specify that you want to
generate a weekly report at 10:00 a.m. on the 15th of every month.

Schedule boxes available for Monthly data range

On the X in X at X—Click this button to schedule a monthly report to run on


a specific day and month, at a specific time. You can also choose to run the
report every month. For example, you can run a monthly report on the third
Sunday of every month at 12:00 p.m.
On day X at X—Click this button to schedule a monthly report to run on a
specific date during a specific month, at a specific time. You can also
choose to run the report every month. For example, you can run a monthly
report on March 17 at 12:00 p.m.
On specific dates at X—Click this button to schedule a monthly report to
run on specific dates during specific months, at a specific time. For
example, you can run a monthly report on the 15th of every second month
at 12:00 p.m.
5 Continue with the following procedure to define the output options.

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Defining output options


After you schedule the report, you must define how the report is generated. You
can specify whether to print the scheduled report when it is generated or save it
as a file, or both. If you choose to print the report, you can select the paper size.

You can also specify one or more e-mail addresses to receive notification that
the report was successfully generated, or that problems occurred, preventing the
report from being generated. If the report fails to be generated, the e-mail
notification contains possible reasons for the failure so you can repair the
problem and generate the report again.

To send the report to a file, you must specify a shared folder to which the
Contact Center Manager Administration server sends the file. This folder can be
on your computer, on another computer in the network, or on the Contact Center
Manager Administration server. To send the file to a folder on a computer in the
network, the network computer must be accessible from the Contact Center
Manager Administration server. For more information, see the Contact Center
Manager Administration Installation and Maintenance Guide.

To send a scheduled report to a printer, ensure that your administrator


configured a default printer on the Contact Center Manager Administration
server. If a default printer is not defined, then you can send reports to a file only.

Output Options

After you schedule the report, the Output Options heading is enabled (if you do
not schedule the report, the heading is unavailable).
1 Click the Output Options heading to reveal the output options boxes.
2 Select the Print check box to print the report.

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a. From the Printer list, select the printer to which to send the scheduled
report.
b. From the Paper size list, select the paper size for the printed report.
Note: The printer is configured on the Contact Center Manager
Administration server. Nortel recommends that you select the Default
option. When you select Default, your scheduled report prints on the
default paper size that the administrator defines on the printer. To print
the report on other paper sizes, select the paper size manually. The
available options are A4, Letter and Legal.
3 Select the Output to file check box to send the report to a file.
a. Click Browse to browse to the shared folder to which the report is sent.
Result: The shared folder path appears in the Output box in a
universal path format.
Note: If you select a local folder not shared, a warning message
appears stating that you must select a shared path. The path format
cannot contain drive$, for example, \\MachineName\C$\Filename is not
supported.
b. Alternatively, in the Output box, you can type the path to the shared
folder to which the report is sent.
Note: The path format is \\[computer name]\[shared folder name]\[file
name], without the file extension. For example, you want to send the
Agent Performance report to a shared folder on the Contact Center
Manager Administration server. The Contact Center Manager
Administration server computer name is appsrvr, the shared folder
name is reports, and you decide to call the report agent. You type
\\appsrvr\reports\agent in the Output box.
c. Select the Save file under different name each time check box to
save the report with a different name each time it is generated. If you
do not select this check box, each time a report is generated, it
overwrites the previously generated report with the updated version.

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d. From the Format list, select the export file format to use.
Notes:
Some export formats do not support all report features. If your report
output does not look the way you expect, use a Crystal Reports, RTF,
or Excel format.
If you select Excel as the format type, it may take a lengthy amount of
time to generate the report. For more information, see “To export
reports” on page 268.
4 Select the Email Notification check box to receive notification when the
report generates.
a. In the Send notification e-mail to box, type one or more e-mail
addresses.
Note: You can type a maximum of 255 characters in the box, with each
e-mail address separated by a semicolon (;).
5 Click Save Report to save your user-defined report.
6 Click Activate to activate the report schedule.

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To create Contact Center Multimedia


user-created reports

To create Contact Center Multimedia reports, you can use Report Creation
Wizard or Crystal Reports.

Background
When you create a report, other than a Contact Center Multimedia report, using
Crystal Reports, you can import the report into Historical Reporting. Reports
that you create in Crystal Reports work similar to the standard reports; however
you cannot configure the selection criteria. You must define the selections when
you create the report.

You must create Contact Center Multimedia reports in Report Creation Wizard.
To import a Contact Center Multimedia report to Historical Reporting, you must
use the import tool in Report Creation Wizard. Contact Center Multimedia user
created reports can take advantage of the following Report Creation Wizard
features:
„ Selection Criteria—You can use the Selection Criteria feature to define at
run-time the records to include on the report. You can filter the data based
on any field from the tables that you include on the report.
„ Report editing—You can edit the report using Report Creation Wizard.
Report Creation Wizard is a Web-based report creation tool that you can
use to edit reports without installing a client report creation application (for
example, Crystal Reports). For more information about editing reports in
Report Creation Wizard, see “To import and edit a Report Creation Wizard
report” on page 315.

To create a Contact Center Multimedia report and import the report into
Historical Reporting, you must perform the following tasks:

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1. Create the report using Report Creation Wizard to add the required
information to the report template.
2. Save the report to the Contact Center Manager Administration server.
Report Creation Wizard can import reports saved to the Contact Center
Manager Administration server only.
3. Import the report into Historical Reporting using the import tool in Report
Creation Wizard. If you use the Importing Template Wizard available in
Historical Reporting, errors occur when you run the report.

To create a Contact Center Multimedia report template for


user-created reports
The following procedure creates a template that you can use to create Contact
Center Multimedia reports.
1 In Contact Center Manager Administration, click Launchpad > Historical
Reporting.
Result: The Historical Reporting window appears.
2 In the system tree, click the server that you want to log on to.
3 From the menu, click Report > Report Creation Wizard.
Result: The Report Type window appears.
4 Select the Create Advanced Report (via ODBC) option, and then click
Next.
Result: The Data Source window appears.
5 In the DSNs Available list, double-click a CCMM DSN.
The ODBC DSN must be CCMM_<IP Address>_DSN, where <IP address>
is the IP address of the Contact Center Multimedia server.
Result: The selected DSN moves to the DSNs Selected list. To remove a
DSN from the DSNs Selected list, select the DSN and click the left arrow
(<).
6 In the Selected DSN Properties area, type the user ID and password to
access the data source, and then click Next.

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For configured servers on the Contact Center Manager Administration


server, the User ID and Password boxes automatically populate.
Result: The Table Selection window appears.
7 From the Tables Available list, double-click a table.
Result: The table moves from the Tables Available list to the Tables
Selected list.
8 If you want to add another table, repeat step 7; otherwise click Next.
Result: If you select only one table, proceed to step 14. If you select more
than one table, proceed to the next step.
9 From each of the left and right Tables lists, select a table.
10 From each of the left and right Fields lists, click a field to join on.
The selected field in the right Fields list must contain the same data as the
selected field in the left Fields list.
11 From the join list, select a join type.
For more information about join types, see “Joins” on page 287.
12 Click Link.
Result: The selected tables, field, and join type appear in the Links list.
To remove an item from the Links list, click the item and then click Remove.
13 Click Next.
Result: The Field Selection window appears.
14 In the Fields list, double-click a field or formula that you want to add to the
report.
Result: The selected field or formula moves from the Fields list to the
Fields Selected list.
15 Use the up and down arrows to change the order of the selected fields.
The order of the fields in the Fields Selected list determines the order in
which they appear on the report.
16 To modify the properties of a field:

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a. In the Fields Selected list, click a field.


Result: The default field name and width appear in the Title and Width
boxes, respectively.
Note: The Title box is a read-only field.
b. In the Width box, type a new width.
Note: A default width of 50 pixels applies to all selected fields.
17 From the toolbar, click the Configuration icon.

Result: The Configuration Settings window appears.


18 In the Report Layout section, select the Portrait option or the Landscape
option. This sets the page orientation for the report.
19 On the toolbar, click the Save Report icon.

20 Select the folder in which you want to save the report.


You must save the report to the Contact Center Manager Administration
server.
21 In the Report Name box, type a name for the report.
22 Click Save.

You can use the same template as the starting point for all Contact Center
Multimedia reports with the same page orientation. Nortel recommends that you
create a copy of the template with a portrait report layout and a with a landscape
report layout.

To edit the Contact Center Multimedia report template in Crystal


Reports
You can use Crystal Reports to edit the report layout and to add or delete
database tables and database fields.

The following is a list of known items and features that you cannot edit, delete,
or add to the report:

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„ Connections—You cannot delete existing connections from the report or


add new connections to the report. The Historical Reporting application
looks for the connection name and updates the connection dynamically to
report against the correct server. If you add new connections, these
connections do not dynamically update.
„ Formulas—You cannot edit or delete the following formulas:
„ Field_Heading_Details

„ Report_Template

„ Report_Type

„ System_Version

„ Record selection formulas—If you add record selection formulas through


Crystal Reports, when you run the report in Historical Reporting, the
formulas are overwritten. Use the Selection Criteria feature in Historical
Reporting to select records instead of adding record selection formulas to
the report template.
„ Subreports or command tables—You cannot add subreports or command
tables to the report.

Other features available in Crystal Reports may not work correctly when you
run the report in Historical Reporting.

Importing a Contact Center Multimedia user-created report


To import a Contact Center Multimedia user-created report, you must use the
importing tool in Report Creation Wizard. The report template must reside on
the Contact Center Manager Administration server in the following directory
path: %installDir%\Apps\Reporting\Historical\rpt\RCW where %installDir%
represents the drive and path entered during the Contact Center Manager
Administration software installation. By default, the path is C:\Program
Files\Nortel Networks\WClient.
1 On the Report Creation Wizard toolbar, click the Import to Historical
Reporting icon.

Result: The Import window appears.

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2 In the Report Title box, type the name for the report. This is the name that
appears in Historical Reporting.
3 Click Browse.
Result: The Open RCW Report dialog box appears.
4 Browse to and select the report to import.
5 Click Open.
Result: The Open RCW Report dialog box closes and the path appears in
the Location box.
6 From the Time zone list, select the time zone of the server to which you
want to import the report.
Nortel recommends that you use the Server Timezone default setting.
Server Timezone is the default setting and automatically adjusts the report
interval based on the server time zone.
7 In the Comment box, type any additional information about the report. This
step is optional.
8 Click the Report Options header.
Result: The Report Options section expands.
9 Select a Report Mode. The options are Standard or Private.
The Report Mode determines whether the report is imported to a standard
or private folder location.
10 From the Report Type list, select a report type. This step is for advanced
reports only.
11 From the Report Group list, select the standard report folder into which the
report imports. For private reports, the report is imported into your private
folder.
12 In the Select Server list, select the servers to which you want to import the
report.
13 Click the Data Range header.
Result: The Data Range section expands.
14 From the Table Alias list, select a table:
a. In the Table box, for the data range that matches the selected Table
Alias time period, type the table name.

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b. In the Timestamp box, for the data range that matches the selected
Table Alias time period, type the name of the field.
15 Click Import.

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To work with parameter reports

A parameter report is a Crystal Reports template with special parameter fields


that require the user to enter or select data at the time of running the report.
Some examples of parameter fields that can require user input are the date, time,
number, currency, or DateTime (combined value).

After you import a parameter report with the Template Importing Wizard, to
work with the report, you must select it in your Private Report Templates folder
under the same server in Contact Center Manager Server to which you imported
the report.

The Activate and De-Activate buttons are always unavailable for parameter
reports because you cannot schedule this type of report.

To share parameter reports


To share the parameter report with other users, click the Report Details section
heading. In this section, you can enter a new report title, and then save the report
in your Group folder (if you have access to a group folder) by clicking Save
Report at the bottom of the window.

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Because parameter reports require user input at run time, you cannot save the
values that you select when you run the report. Instead, each time you run the
report, you must select or type the parameter values.

To run parameter reports ad hoc


To run the report, you must type or select the values for all the parameter fields
listed in the parameters box. For help on each parameter, click the parameter
field and note the instructions that appear following the box. Enter the parameter
field values in the boxes provided. After you enter the values for each parameter
field listed, click Run Now to run the report ad hoc.

Because parameter reports require user input at run time, you can run these
reports on an ad hoc basis only; you cannot schedule parameter reports.
Likewise, you cannot define the data range, selection criteria, or the output
options for this report type.

To print parameter reports


You must generate the parameter report ad hoc before you can print it. When
you define the report values and click Run Now, the Ad Hoc Report Viewer
appears. Click the print icon in this window to print the ad hoc report with the
values you define.

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To copy shared reports

You can copy reports in the shared report groups folders. Although shared
reports that you copy belong to you, the original shared report continues to be
owned by the user who created it.

Making a copy of a shared report


1 In the shared report group folder, click the report.
2 If the report schedule is activated, click Deactivate.
If the Deactivate button is unavailable, the report is not active.
3 Click the Report Details header.
4 In the Save As box, type a new name for the report.
5 Select the Location.
6 Click Save Report.
7 If the report was active prior to saving a copy, click Activate.

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Changing or deleting reports

After you define a report, you can change it or delete it. For step-by-step
procedures for editing and deleting reports, see the Contact Center Manager
Administration online Help.

To change report properties


You can change the following properties for a user-defined report:
„ general report information—including report name
„ selection criteria—the entities to include in the report (not applicable to
user created reports)
„ report schedule—when the report is generated
„ data range—the data collection period for the report
„ output options—the printer or file to which the report is sent
„ network site properties—(for network consolidated reports only) the sites
to include in the report

To delete user-defined or user created reports


You cannot delete standard public report templates or group reports that other
members of your group created. If the report schedule is active, you must
deactivate it before you can delete the report. For more information, see “To
deactivate reports” on page 265.

From the system tree, select the report, and then choose Report > Delete.

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Section B: Using reports

In this section
Overview of using reports 260
To confirm a report schedule 262
To activate reports 264
To deactivate reports 265
To preview and print ad hoc reports 266
To export reports 268

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Overview of using reports

After you create user-defined or user created reports, you can activate or
deactivate their schedules and print them or send them to a file.

Scheduled report printing prerequisites


A scheduled report prints at the scheduled time if your administrator configures
a default printer on the Contact Center Manager Administration server. For more
information, see the Contact Center Manager Administration Installation and
Maintenance Guide.

You cannot schedule standard public reports, but you can run them ad hoc and
preview or print them as needed.

To interpret comma- and character-separated value reports


When you export a scheduled report in comma- or character-separated value
format, the program generates a line for each record in the report. Each record
line also contains all the header, summary, and footer information applicable to
the record. The program processes headers and footers one line at a time.

For example, a comma-separated value record for the following report looks like
this:

“Agent Average Calls per Hour - Daily”,“BestAir Airlines”,“Report Interval:


00:00:00 07 May, 2001 - 23:45:00 07 May, 2001”,“Site Name:
TORONTO”,“Table Name: dAgentPerformanceStat”,“Average
Answered”,“per Hour”,“Average Talk Time”,“Average Not Ready
Time”,“GRAND TOTAL”,22.77,“00:46:56”,“00:02:12”,“Agent Name & ID:
Jon Carlos - 6709”,“Summary:”,“16.80”,“00:44:39”,“00:02:32”, “4/6/
01”,16.80,“00:44:39”,
“00:02:32”,“Agent”,16.80,“00:44:39”,“00:02:32”,“GRAND TOTAL”,22.77,
“00:46:56”,“00:02:12”,“C:\REPORTS\flat\dm-agt9.rpt”,“Printed By: sysadmin
5/8/01 10:23:21 AM”,“Page 1 of 1”

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To confirm a report schedule

After you schedule a private or shared report and save your changes, you can
confirm the report’s schedule by opening the Scheduled Events window.

Confirming a scheduled report


1 On the system tree, click Scheduled Events.
Result: The Scheduled Events window appears, listing all the reports that
you scheduled across all servers in your network.

2 Locate the scheduled report in the table and verify that the schedule details
are accurate.
3 To return to the Report Properties window, click a report on the system
tree.

Enhanced functions for Scheduled Events


The following are enhanced functions for Scheduled Events.
„ User Name—a new User Name column appears in Scheduled Events when
you log on as the webadmin administrator.
„ Print—A new print button is available to print or preview the listed
schedules. If no schedules are listed, the print button is not available.

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„ Activate/Deactivate—A Contact Center Manager Administration server


administrator can activate or deactivate listed scheduled reports for all
users. A Contact Center Manager Administration user can only activate or
deactivate their listed scheduled reports.
„ Print format – paper size—A user can choose the page setup option
within print properties. To launch print properties, click Print > Page Setup.
For non-legal sized paper (for example, A4 or letter), the Schedule Type
and Status grid columns do not appear in the print preview or on the printed
copy. For legal sized paper, you can preview and print all displayed grid
columns.

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To activate reports

Follow these procedures to activate a report schedule. After you schedule a


report, you must activate, or turn on, the schedule. The report is not generated
until you activate the schedule. To schedule the report, see “Define the report
schedule” on page 241.

Activating a report
You can activate a report schedule in one of two ways:
„ In the Report Properties window, after you schedule a new report or
modify an existing report schedule, click Save Report, and then click
Activate.
„ In the Scheduled Events window, select a report, and then click
Activate.

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To deactivate reports

Follow these procedures to deactivate, or turn off, a report schedule. For


example, you can deactivate reports during holidays. When you deactivate a
report schedule, the report definition and schedule remain, but the report is not
generated until you reactivate it.

Deactivating a report
You can deactivate a scheduled report in one of two ways:
„ In the Report Properties window, when viewing the properties of a
scheduled report, click De-Activate.
„ In the Scheduled Events window, select a report, and then click
De-Activate.

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To preview and print ad hoc reports

You can preview or print ad hoc reports with their default properties, or you can
define the selection criteria and the data range first.

ATTENTION
If you use a postscript printer, use the printer driver
provided by the manufacturer. Generic and legacy
postscript printer drivers can result in the cropping of
letters and other problems.

Previewing or printing an ad hoc report


1 On the system tree, click the server containing the report that you want to
print.
2 Click the folder containing the report that you want to print.
Result: The folder expands to reveal the list of reports.
3 Select the report that you want to print.
Result: The report properties appear in the right pane.
4 Before you can print the report, you must run it. You can run the report with
its current properties, or you can define the selection criteria and data
range, and then run the report. For more information, see “Define the report
schedule” on page 241 and “Defining the data range” on page 233.
5 Click Run Now to generate the report with the properties that you specified.
Result: The Ad Hoc Report Viewer appears, from which you can preview
the generated report.
To save your properties, you must type a report name in the Save As box,
choose a save location, and click Save Report. For more information, see
“Creating a user-defined report” on page 227.

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If the report spans more than one page, the first page of the report is
numbered as 1+. Until you reach the last page of the report, it is not known
how many pages the report is. When the next page of the report appears,
the numbering changes to 1 of 2+, and then to 1 of 3+, and so on, until the
last page of the report appears. On the last page, the numbering changes
to 1 of x, where x equals the total number of pages. For example, if the
report is four pages, the numbering on the last page is 1 of 4.
6 Click the printer icon to print the report to the default printer configured on
your computer.

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To export reports

When you export a historical report, the report undergoes several processing
steps. Depending on the report type and length, the amount of time required to
generate and export the report varies.

ATTENTION
To avoid lengthy waits and potential errors, Nortel
recommends that you schedule large historical reports.

Report generation process


The process to generate and export a report involves several steps that Contact
Center Manager Administration performs. Each of these steps takes time to
complete and adds to the total time required to generate and export a report. The
following provides a brief description of each step:
„ Record retrieval—The data records used for the report are retrieved using
an SQL SELECT command. The command is modified by Contact Center
Manager Administration to place the record selection and data ranges
selected as a WHERE clause in the SQL Command.
„ Evaluation of formulas—For the most part, formulas are used to create
new fields by combining database fields or to change how the data is
presented on the report. Since these fields are not in the database, the values
for each record must be calculated. For example, on the Skillset
Performance report,% Ansd After Thresh is an example of a new field that
is calculated as CallsAnsweredAfterThreshold/CallsAnswered * 100.
„ Local filtering of records—Local filtering removes records from the final
report. Records are removed from the report after the records are retrieved
from the database and are added to the subtotals and grand total sections of
the report.
„ Grouping and sorting—Groups are used to logically organize the details
of the report, such as placing all data for a specific skillset together. Groups
also allow the report to show subtotals for the specified group. In addition
to grouping, the data used for the groups and the data within a group is
sorted.

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„ Page formatting—Page formatting builds the physical representation of


the report based on the report template. This includes such things as the
font type, style and size on the report, as well as the physical positioning of
the data.
„ Exporting—When a report is exported, the visual representation of the
report is converted into the specified export format.

For more information about generating and exporting reports, see the Contact
Center Manager Historical Reporting and Data Dictionary.

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Chapter 7

Report Creation Wizard

In this chapter
Overview 272
Report Type window 277
Data Source window 282
Table Selection window (advanced report using ODBC) 285
Table Linking window (advanced report using ODBC) 287
Field Selection window 295
Grouping window 298
Summaries window 300
Report Layout window 304
Saving a report 311
Previewing a report 313
Defining configuration settings 314
To import and edit a Report Creation Wizard report 315
To create a sample simplified report 325
To create a sample advanced report 351
Formulas 372
Report sections and templates 376
To customize the Report Creation Wizard template 381

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Overview

Report Creation Wizard is a Web-based interface in which you can create and
edit reports. You can then import and schedule the reports in Historical
Reporting. You can access Report Creation Wizard from the Historical
Reporting component of Contact Center Manager Administration.

In previous releases of Contact Center Manager Administration (formerly


known as Symposium Web Client), users had to be very familiar with Crystal
Reports Designer and Structured Query Language (SQL) to modify certain
aspects of user created reports, such as:
„ the databases, tables, and views to use within the report
„ the field or column data for the report
„ the title and subtitle, and other aspects of the report’s appearance

However, with the introduction of Report Creation Wizard, you can now create
new reports and modify these reports by launching Report Creation Wizard and
navigating through its user-friendly interface.

After you create reports through Report Creation Wizard, you can work with
them in the Historical Reporting component and use the same access
permissions, partitions, and filter features as you can with any other report. You
can also use the Historical Reporting interface to schedule reports that you
create in Report Creation Wizard.

Report Creation Wizard features


Report Creation Wizard offers several features, listed here.

Report Creation Wizard report template


The Report Creation Wizard report template provides a standard set of fields
that Historical Reporting uses to pass data between the client and the report at
run time. The user is not required to understand these fields; the fields are
automatically applied to the report. If the user changes the page layout of the
report from portrait to landscape, these fields automatically reposition on the
report. For more information about templates, see “Report sections and
templates” on page 376.

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Report definitions
Report definitions simplify the report creation process by removing the need for
the user to know the database views required to create a specific report. For
more information about report definitions, see Appendix A, “Report
definitions.”

Formulas
Formulas replace the need for users to copy the formulas from the existing
standard reports. The formulas are stored outside of the report, which means that
you can reuse the formula each time you create a new report. This also provides
one place to fix an issue with a formula. For more information about formulas,
see “Formulas” on page 372.

Dynamic formulas
Dynamic formulas update based on where the dynamic formulas are on a report.
In addition, you can change the format of dynamic formulas, which convert
time-based values into formatted strings through Report Creation Wizard. (For
example, HH:MM:SS, HH:MM, and MM:SS).

Advanced import for Report Creation Wizard reports


With the advanced import features, you can:
„ import a Report Creation Wizard report to any or all servers of the same
type (for example, Communication Server 1000/Meridian 1 PBX or
Communication Server 2x00/DMS)
„ import a Report Creation Wizard report for any or all data ranges (for
example, interval, daily, weekly, or monthly)
„ import a Report Creation Wizard report as a private or standard report
template to edit the report in Contact Center Manager Administration and
maintain one copy

New selection criteria


You can use any field on the report to filter data, versus standard reports, which
limit the fields that you can use to filter data. For more information about
selection criteria, see “Defining selection criteria for Report Creation Wizard
reports” on page 322.

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Create and edit reports


The administrator can create reports in Report Creation Wizard. A supervisor
can then use Report Creation Wizard to edit the report, for example, to remove
fields and change groupings and group options. For more information about
editing reports, see “Report Layout window” on page 304.

Licensing
Report Creation Wizard is a licensed feature in Contact Center Manager
Administration 6.0. The base product includes a single Report Creation Wizard
user license by default. Nortel supports license upgrades in increments of five.
Report Creation Wizard licensing is handled through the Contact Center
Manager Licence Manager.

To import reports
To use the reports created in the Report Creation Wizard, import the reports to
Historical Reporting. Report Creation Wizard offers an advanced import tool.

You can import a Report Creation Wizard report as a standard or private report
and to one or more Contact Center Manager Servers. You can also import a
Report Creation Wizard report to use with one or more data range selections (for
example, interval, daily, weekly, and monthly).

Standard reports
When you import reports as standard, the reports are available in the Standard
folder specified during import, and on all of the selected servers. Only one copy
of the standard report is stored on the Contact Center Manager Administration
server.

Users that have access to the Standard report groups can use these reports. The
user-defined partition assigned to a user defines the access to each of the
Standard report groups.

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Private reports
When you import reports as Private, the reports are available in the Private
folder on all of the selected servers. The system creates a copy of the report and
stores it in a private folder based on the logged on user ID. This folder is not
available to other users. The copied report is imported to the Historical
Reporting component.

Only the current logged on user can access these reports. To grant access to
other users, use the imported report to create and save a user-defined report to a
report group.

To use Report Creation Wizard


To launch Report Creation Wizard, in the Historical Reporting component, log
on to a Contact Center Manager Server, and then select Report > Report
Creation Wizard. You must use the database on this server when you create your
reports in the Report Creation Wizard interface.

You must connect to Contact Center Manager Server 6.0 with Contact Center
Manager Administration 6.0 installed to enable Report Creation Wizard. Also,
the Historical Reporting access class must be set to Report Creation.

You can launch only one instance of Report Creation Wizard at a time.

If you have a pop-up blocker on your PC, you must disable it to launch Report
Creation Wizard. For more information, see “Cannot launch windows in
CCMA; pop-up windows are blocked” on page 401.

New report icon


To create a new report, click the New Report icon on the toolbar.

If you are in an existing report, you are prompted to save the report before you
can create a new report. After you save the existing report, the Report Type
window appears.

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Online Help pages


Click the Help link in Report Creation Wizard to display Help about the window
in which you are currently working. For example, if you click Help when you
are working in the Summaries window, the Summaries Help page appears.

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Report Type window

The Report Type window is the first window that appears when you launch
Report Creation Wizard. From the Report Type window, select the report type
that you want to create. The following report types are available:
„ Create a simplified report using a report definition.
„ Create an advanced report using an ODBC Data Source Name (DSN).
„ Open an existing report.

Create Simplified Report (via Report Definitions)


Select the Create Simplified Report (via Report Definitions) option to use one of
the report definitions available with Report Creation Wizard. The report
definitions hide the complexities of the database; they include only those fields
required to create a particular type of report, with all the appropriate linkages.
For example, an Agent Performance report definition contains all the table or
view statistic fields required to create agent performance reports.

For detailed information about selecting a report definition, see “Simplified


report” on page 282. To create a sample simplified report, see “To create a
sample simplified report” on page 325.

Create Advanced Report (via ODBC)


Select the Create Advanced Report (via ODBC) option to use an ODBC DSN.
You can choose any combination of views from the data source. However, the
views must include a common key field. This option provides the most
flexibility, but it also requires a greater understanding of the database structure
with which you work.

Nortel supports Nortel ODBC data sources only.

For detailed information about selecting a DSN for an advanced report, see
“Advanced Report (using ODBC)” on page 283. To create a sample advanced
report, see “To create a sample advanced report” on page 351.

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Open Existing Report


Select the Open Existing Report option to open an existing report. When you
select this option, a navigation tree appears. Navigate to the report that you want
to open. You can choose from previously created reports or from a list of sample
reports.

Opening an existing report


1 From the Report Type window, select the Open Existing Report option.
Result: The Open Existing Report heading expands to reveal a list of
folders.

2 Click the folder that contains the report you want to open.
Result: The folder expands to reveal a list of reports.
3 Select the report, and then click Next.
You can also double-click the selected report to open it.

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Opening an existing report from the toolbar


1 On the toolbar, click the Open Report icon.

Result: The Open RCW Report window appears. The tree expands at your
private folder.

2 Select the report and click Open.


Tip: You can also double-click the selected report to open it.

Sample reports
This section lists the sample reports available with Report Creation Wizard. For
more information about sample reports, see the Contact Center Manager
Historical and Reporting Data Dictionary.

You can use sample reports as templates to create custom report definitions. You
cannot modify the standard report templates.

CS1000 (M1), CS2x00 (DMS), SIP_CC


The following Contact Center Manager Server sample reports are available for
each switch type:

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„ Agent DN Performance—Shows the amount of time that agents spend on


their personal or secondary directory numbers (DN). The report records
incoming and outgoing information, including the total number of DN calls
and the average amount of time spent on DN calls.
„ Agent Performance—Shows summary performance information for a
specific agent. The report tracks agents' call handling activities, drawing
attention to activities to reward or weaknesses to address.
„ CDN Statistics—Details summary call volume information for the CDNs
configured on the server. The report displays the total number of calls
offered to the CDN and the total number of calls answered. The report also
provides terminated and abandoned call information.
„ Skillset Performance—Provides summary call handling performance
information for each skillset defined on your system. The report lists the
total calls answered by agents for the skillset, the number and percentage of
calls agents answered after a predefined service level threshold, the
maximum delay a caller experienced, and the total time all agents were
busy servicing calls to the skillset.

License Manager
The License Usage Statistics sample report is available in the License Manager
folder.

License Usage Statistics—Provides license usage statistics for each server. The
report shows the licensed feature, the IP address of the server using the feature,
and the maximum licenses used for the report interval.

MultiMedia (CCMM)
The following Contact Center Multimedia sample reports are available in the
MultiMedia (CCMM) folder:
„ SampleContactsOutstandingDrillDown—Lists the total number of
contacts outstanding and provides details for each skillset. The details
include the Contact ID, Arrival Date and Time, Status, Contact Type,
Agent and Customer.
„ SampleContactsOutstandingSummary—Lists the total number of
contacts outstanding for each skillset. The report also shows the total
number of contacts outstanding for all skillsets by day.

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In addition, the following Contact Center Multimedia sample reports are


available in the Outbound folder:
„ SampleCampaignAgentScriptData—Shows the answers provided to
questions asked of each outbound contact. The report groups the contacts
by campaign name and shows details for each outbound contact.
„ SampleCampaignCallbyCallData—Shows each outbound contact
grouped by campaign name. The details provided include the Contact ID,
Contact Name, Disposition Code Name, and the date and time the contact
was processed.
„ SampleCampaignDispCodeData—Shows the details of each outbound
contact, grouped by disposition code for each campaign name.
„ SampleCampaignSumm—Shows the total number of outbound contacts
by disposition code. The report also shows the total number of outbound
contacts for each campaign name.

Network Consolidated
The Network Consolidated Skillset Performance sample report is available in
the Network Consolidated folder.

Network Consolidated Skillset Performance—Provides skillset performance


statistics for all sites in the network. For each site, the report lists the total local
and remote calls answered by agents for the skillset, the percentage of calls that
were local or remote, and the maximum delay a caller experienced.

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Data Source window

The options available in the Data Source window depend on the report type that
you select in the Report Type window.

Simplified report
If you choose to create a simplified report, you can choose from a list of
standard report definitions in the Data Source window. The Data Source window
lists the available report definitions based on the server type selected. If the
contact center is multimedia enabled, then the multimedia report definitions are
also available.

The Data Source window follows the Report Type window.

Selecting a report definition


1 Click the Report Definitions folder.
Result: The folder expands to display the available report definition folders.

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2 Navigate to the folder that contains the report definition that you want to
open.
3 Click Next.
Result: The Field Selection window appears. To select fields for the report,
see the “Selecting a field or formula” on page 296.

Advanced Report (using ODBC)


If you choose to create an advanced report, in the Data Source window, select
the ODBC DSNs from which you connect to a data source. The DSNs must be
preconfigured on the Contact Center Manager Server for Report Creation
Wizard to access each data source.

The Contact Center Manager Server and Contact Center Multimedia server
ODBC DSNs are automatically created on the Contact Center Manager
Administration server when the administrator adds the Contact Center Manager
Server and Contact Center Multimedia server through the Configuration
component. You must manually configure the ODBC DSNs for servers that are
not part of Contact Center Manager.

You can select any combination of tables and views from the data source;
however, the selected tables and views must have a common key field on which
to link.

The Data Source window follows the Report Type window.

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Selecting an ODBC DSN


1 From the DSNs Available list, double-click a DSN. You can select only one
DSN system type, for example, a CCMS or CCMM DSN.
Result: The selected DSN moves to the DSNs Selected list.

The User ID and Password automatically populate with the values entered
when you configured the server. You can change the user ID and
password, but these changes are used only when you create the report.
When you run the report in Historical Reporting, Historical Reporting uses
the values entered when you configured the server.
2 Click Next.
Result: The Table Selection window appears. To select tables, see
“Selecting a table” on page 285.

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Table Selection window (advanced report


using ODBC)

If you create an advanced report, the Table Selection window follows the Data
Source window. In the Table Selection window, select the tables that contain the
data that you want to use in the report. You can select one table or many tables.
Click Next to move to the next window. If you select more than one table, the
Table Linking window appears. If you select only one table, the Field Selection
window appears.

Selecting a table
1 From the Tables Available list, double-click a table.
Result: The table moves from the Tables Available list to the Tables
Selected list.

You can also click a table in the Tables Available list and then click the right
arrow (>) to move it to the Tables Selected list. To remove a table from the
Tables Selected list, click a table and then click the left arrow (<).

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2 If you want to add another table, repeat step 1, otherwise click Next.
Result: If you select only one table, the Field Selection window appears. If
you select more than one table, the Table Linking window appears. To
select fields, see “Selecting a field or formula” on page 296. To link tables,
see “Linking tables” on page 293.

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Table Linking window (advanced report using


ODBC)

If you create an advanced report and select more than one table in the Table
Selection window, the Table Linking window follows.

In the Table Linking window, you can specify user-defined joins between table
fields. For information about which linkage keys to use for different views, see
the Contact Center Manager Historical Reporting and Data Dictionary.

Joins
When you select more than one table for a report, you must join the tables on a
common field. The join type determines how the database compares the joined
fields between the tables when it retrieves records for the report. You can use
joins to link tables or to filter records.
When you use a join to link tables, the database returns additional database
fields as part of the same record.
When you use a join to filter records, the database compares fields in the joined
tables and filters the records that it returns based on the compared field.

Table linking join types


When you want to link database fields, use one of the following join types to
include records that are an exact match in both tables:
„ Equal Join—Includes all the records in which the linked field value in both
tables is an exact match.
„ Left Outer Join—Includes all the records in which the linked field value in
both tables is an exact match, and all the records from the left table for
which the linked field value has no match in the right table.
„ Right Outer Join—Includes all the records in which the linked field value in
both tables is an exact match, and all the records from the right table for
which the linked field value has no match in the left table.

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Table linking examples


To illustrate the join types that you can use to link tables, this document uses the
following Contact Center Manager Server database tables, fields, and records in
each table linking example.

Supervisor table

TelsetLoginID SurName

5100 Crowley

5200 Morris
5300 Kelly

SupervisorAgentAssignment table

SupervisorTelsetLoginID AgentTelsetLoginID AgentSurName

5100 5101 Browne


5100 5102 Young

5103 Matthews

5200 5104 Oliver

The Supervisor table is the left table. The SupervisorAgentAssignment table is


the right table. The common fields are the Supervisor.TelsetLoginID and the
SupervisorAgentAssignment.SupervisorTelsetLoginID.

In these tables, assigned to supervisor Crowley are agents Browne and Young;
assigned to supervisor Morris is agent Oliver; supervisor Kelly has no assigned
agents; and agent Matthews is not assigned to a supervisor.

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Equal Join example


In this example, the database returns only those records where a supervisor has
an agent assignment.

TelsetLoginID SurName AgentTelsetLoginID AgentSurName

5100 Crowley 5101 Browne

5100 Crowley 5102 Young


5200 Morris 5104 Oliver

Left Outer Join example


In this example, from the Supervisor table, the database returns all of the
records; from the SupervisorAgentAssignment table, the database returns only
those records where a supervisor has an agent assignment.

TelsetLoginID SurName AgentTelsetLoginID AgentSurName

5100 Crowley 5101 Browne


5100 Crowley 5102 Young

5200 Morris 5104 Oliver

5300 Kelly

Right Outer Join example


In this example, from the Supervisor table, the database returns only those
records where a supervisor has an agent assignment; from the
SupervisorAgentAssignment table, the database returns all of the records.

TelsetLoginID SurName AgentTelsetLoginID AgentSurName

5100 Crowley 5101 Browne


5100 Crowley 5102 Young

5103 Matthews

5200 Morris 5104 Oliver

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To filter records join types


When the purpose of the join is to filter the records, use join types that compare
the values in the linked fields. The following join types are available:
„ Greater Than Or Equal Join—Includes all records in which the linked field
value in the left table is greater than or equal to the linked field value in the
right table.
„ Greater Than Join—Includes all records in which the linked field value
from the left (iSkillsetStat) table is greater than the linked field value in the
right (Skillset) table.
„ Less Than Or Equal Join—Includes all records in which the linked field
value in the left (iSkillsetStat) table is less than or equal to the linked field
value in the right (Skillset) table.
„ Less Than Join—Includes all records in which the linked field value in the
left (iSkillsetStat) table is less than the linked field value in the right
(Skillset) table
„ Not Equal Join—Includes all records in which the linked field value in the
left (iSkillsetStat) table is not equal to the linked field value in the right
(Skillset) table.

Record filtering examples


To illustrate the join types that you can use to filter records, this document uses
the following Contact Center Manager Server database tables, fields, and
records in each record filtering example.

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iSkillsetStat table

Calls CallsAnswered MaxAnswered


Timestamp SkillsetID Answered AfterThreshold Delay

24/11/2005 10:00:00 10010 3 0 8

24/11/2005 10:00:00 10011 5 0 4


24/11/2005 10:15:00 10010 4 0 10

24/11/2005 10:15:00 10011 6 0 5

24/11/2005 10:30:00 10010 3 1 12

24/11/2005 10:30:00 10011 4 1 6

Skillset table

SkillsetID Skillset ServiceLevelThreshold

10010 Sales 10
10011 Support 5

The service level threshold for the Sales skillset is 10 seconds and the service
level threshold for the Support skillset is 5 seconds. In the
iSkillsetStat.CallAnsweredAfterThreshold field, the database stores the number
of Sales calls that agents answer after 10 seconds and the number of Support
calls that agents answer after 5 seconds.

In the iSkillset.MaxAnsweredDelay field, the database stores the wait time for
the call that waits the longest before an agent accepts the call.

In all of the following record filtering examples, an Equal Join joins the
iSkillset.SkillsetID and the Skillset.SkillsetID. The iSkillset table is the left table
and the Skillset table is the right table. To filter the records, another join type
links the iSkillset.MaxAnsweredDelay field and the
Skillset.ServiceLevelThreshold field.

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Greater Than Or Equal Join example


In this example, the database returns only those records where the
MaxAnsweredDelay value is greater than or equal to the ServiceLevelThreshold
value.

Calls CallsAnswered MaxAnswered


Timestamp Skillset Answered AfterThreshold Delay

24/11/2005 10:15:00 Sales 4 0 10

24/11/2005 10:15:00 Support 6 0 5

24/11/2005 10:30:00 Sales 3 1 12

24/11/2005 10:30:00 Support 4 1 6

Greater Than Join example


In this example, the database returns only those records where the
MaxAnsweredDelay value is greater than the ServiceLevelThreshold value.

Calls CallsAnswered MaxAnswered


Timestamp Skillset Answered AfterThreshold Delay

24/11/2005 10:30:00 Sales 3 1 12

24/11/2005 10:30:00 Support 4 1 6

Less Than Or Equal Join example


In this example, the database returns only those records where the
MaxAnsweredDelay value is less than or equal to the ServiceLevelThreshold
value.

Calls CallsAnswered MaxAnswered


Timestamp Skillset Answered AfterThreshold Delay

24/11/2005 10:00:00 Sales 3 0 8


24/11/2005 10:00:00 Support 5 0 4

24/11/2005 10:15:00 Sales 4 0 10

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Calls CallsAnswered MaxAnswered


Timestamp Skillset Answered AfterThreshold Delay

24/11/2005 10:15:00 Support 6 0 5

Less Than Join example


In this example, the database returns only those records where the
MaxAnsweredDelay value is less than the ServiceLevelThreshold value.

Calls CallsAnswered MaxAnswered


Timestamp Skillset Answered AfterThreshold Delay

24/11/2005 10:00:00 Sales 3 0 8

24/11/2005 10:00:00 Support 5 0 4

Not Equal Join example


In this example, the database returns only those records where the
MaxAnsweredDelay value is less than the ServiceLevelThreshold value.

Calls CallsAnswered MaxAnswered


Timestamp SkillsetID Answered AfterThreshold Delay

24/11/2005 10:00:00 10010 3 0 8

24/11/2005 10:00:00 10011 5 0 4


24/11/2005 10:30:00 10010 3 1 12

24/11/2005 10:30:00 10011 4 1 6

Linking tables
1 From each of the left and right Tables lists, select a table.
2 From each of the left and right Fields lists, click a field to join on.
The selected field in the right Fields list must contain the same data as the
selected field in the left Fields list.
3 From the join list, select a join type. For more information about join types,
see “Joins” on page 287.

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4 Click Link.
Result: The selected tables, field, and join type appear in the Links list.

To remove an item from the Links list, click the item and then click Remove.
5 Click Next.
Result: The Field Selection window appears. To select fields, see
“Selecting a field or formula” on page 296.

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Field Selection window

Use the Field Selection window to select table fields and formulas. Fields and
formulas appear in the Fields list. Fields appear under their relevant headings.
Standard formulas appear under the Formulas heading. Formulas relating to
views appear under separate headings for each view, for example,
iAgentPerformanceStat Formulas.

The window that the Field Selection window follows is dependent on the
following:

Then the Field Selection window


If you follows

create a simplified report the Data Source window

create an advanced report and select the Table Selection window


only one table
create an advanced report and select the Table Linking window
more than one table

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Selecting a field or formula


1 In the Fields list, double-click a field or formula that you want to add to the
report.
Result: The selected field or formula is moved from the Fields list to the
Fields Selected list.

By default the table name is appended to the field name when added to the
Fields Selected list. To remove the table name, click the Toggle Table
Name icon.

Tip: You can also click a field and click the right arrow button (>) to select a
field. To select all fields and formulas, click a field in the Fields list and click
the double right arrow button (>>). To remove a field from the Fields
Selected list, click the field and click the left arrow button (<). To remove all
fields from the Fields Selected list, click a field and then click the double left
arrow button (<<).
2 Use the up and down arrows to change the order of the selected fields.

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The order of the fields in the Fields Selected list determines the order in
which they appear on the report.
3 To modify the properties of a field:
a. In the Selected Fields list, click a field.
Result: The default field name and width appear in the Title and Width
boxes, respectively.
Note: The Title box is a read-only field.
b. In the Width box, type a new width.
Note: A default width of 50 pixels applies to all selected fields.
4 Click Next.
Result: The Grouping window appears. To group fields, see “Selecting a
field to group by” on page 298.

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Grouping window

The fields and formulas selected in the Field Selection window appear in the
Grouping window. In the Grouping window, you can select fields by which to
group the data on the report and set the group sort order.

As an example, you select the iAgentBySkillset.Skillset field to group the report


data by skillset. Two skillsets are available: Sales and Marketing. On the report,
agent-by-skillset data appears under Sales and agent-by-skillset data appears
under Marketing.

The Grouping window does not display certain dynamic formulas because these
dynamic formulas represent groups and, therefore, you cannot use these
formulas to group data.

Selecting a field to group by


1 From the Fields list, double-click a field or formula.
Result: The selected field or formula moves to the Group by list.

2 To modify the properties of a group field:

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a. From the Group by list, select a field.


b. From the Sort Order list, select a sort order.
Note: This step is optional.
c. From the The section will be printed list, select a length of time that
defines when the group changes.
Note: This option is available only for Date, Time, and DateTime fields.
It determines when the group prints. For example, selecting for each
hour groups records together for each hour, and calculates group
summaries for each hour.
3 Click Next.
Result: The Summaries window appears. To add summation types to your
report, “Creating a summary” on page 302.

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Summaries window

In the Summaries window, you can create summaries based on selected fields
and formulas and select the report section to display the summaries. You can
choose from a selection of summation types depending on the field or formula
data type.

Summation types
Summation types are specific to the field data type. For example, the summation
type Sum appears for integer fields but not for string fields. Selecting a
summation type is optional if the formula, such as a dynamic formula, contains
its own summation. A formula contains its own summation if:
„ the formula does not appear as an available field in the Grouping window
„ the Add button is enabled after you select a field and a group in the
Summaries window without selecting a summation type

The available summation types are:

Summation type Field data type Description

Average Number and Sum of all items in a group divided by the


Currency number of items in the group.

Count Number, Currency, Total number of items in the group. Does not
String, Date/Time, include empty database values (for example, an
and Boolean empty string field is not included).

Distinct Count Number, Currency, Total number of unique items in the group. Does
String, Date/Time, not include empty database values (for example,
and Boolean an empty string field is not included).

Maximum Number, Currency, The largest value in the group.


String, Date/Time,
and Boolean

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Summation type Field data type Description

Minimum Number, Currency, The smallest value in the group.


String, Date/Time,
and Boolean

Standard Number and Statistical test of how various values in a group


Deviation Currency deviate from the average value for that group. A
larger value represents a greater deviation.

Sum Number and Sum of all items in a group.


Currency

Example
The following table lists the number of calls answered by four agents for three
hourly periods.

Hour Agent 1 Agent 2 Agent 3 Agent 4

09:00 10 10 10 10

10:00 10 11 12 15

11:00 10 9 8 5

The following table lists the results of each applied summation type for each
agent.

Summation
Type Agent 1 Agent 2 Agent 3 Agent 4

Average 10 10 10 10

Count 3 3 3 3
Distinct Count 1 3 3 3

Maximum 10 11 12 15

Minimum 10 9 8 5

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Summation
Type Agent 1 Agent 2 Agent 3 Agent 4

Standard 0 1 2 5
Deviation

Sum 30 30 30 30

In this example, all agents answered 30 calls from 09:00 to 11:00, based on the
Sum summation type. On average, all agents answer 10 calls each hour, using
the Average summation type. However, Agent 4 is less consistent than the other
agents at answering the same number of calls each hour, using the Standard
Deviation summation type.

Groups
You can place summary data in the following report sections:
„ report header
„ report footer
„ group headers
„ group footers

Creating a summary
1 From the Fields list, click a field.
2 From the Summation Type list, click a summation type.
As you select the fields in the Fields list, the Summation Type list
dynamically updates to show the types available for the selected field. For
detailed information about summation types, see “Summation types” on
page 300.
3 From the Groups list, select the check box for each group in which you
want the summary to appear on the report.

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4 Click Add.
Result: The summary appears in the Summary Data list.

5 Click Next.
Result: The Report Layout window appears. For information about how
you can change your report layout, see “Report Layout window” on page
304.

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Report Layout window

All sections that are part of the report appear in the Report Layout window. The
sections that you can include on a report are:
„ a report header section
„ a page header section
„ one or more group header sections
„ a details section
„ a report footer section
„ a page footer section
„ one or more group footer sections

By default, all sections, excluding group headers and group footers, appear in
the report layout.

In the Report Layout page, you can view how the report looks and add, modify,
or delete fields on the report. Report Creation Wizard automatically creates
column headings in the Page Header section for each field in the Details section
of the report.

You can identify a selected section, enabled sections, and suppressed sections by
color. A selected section is purple, enabled sections are blue, and suppressed
sections are grey. Suppressed sections do not appear on the printed report.

Moving a field
The column headings in the Page Header section link to the fields in the Details
Section; if you move a field in the Details section, the heading associated with
this field moves.
To move a field, do one of the following:
„ Click a field, hold down the left mouse button, and drag to move the object.
„ Highlight the object and use the up, down, left and right arrow keys to move
the object.

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Resizing an object
To resize an object, do one of the following:
„ Move the mouse to the end of the object outline; when the cursor changes
to a resize cursor, hold down the left mouse button, and drag to increase or
decrease the size of the object.
„ Highlight the object, hold down the Ctrl key and use the left and right arrow
keys to resize the object.

Adding a text field


1 Click a section in the Report View area.
2 Click the Add Text Object icon on the toolbar.
Result: A new text field is added to the selected section.

Object Properties
Use the Object Properties tab to modify group, field, or formula properties.

To modify object properties


1 Select a report section.
Result: The selected report section expands to reveal fields and formulas.
2 Select a field in a section to display the field properties in the properties bar.
Result: The selected field appears with a yellow background.
3 Click the Object Properties tab.
4 Depending on the selected object, you can modify the following properties:
„ Title—Type the field name. This is the name that appears on the report.
„ Height—Type a numeric value for the field height. The measurement is
in pixels.
„ Width—Type a numeric value for the field width. The measurement is in
pixels.
„ Left—Type a numeric value for the horizontal position of the field on the
report. The value you enter represents the number of pixels from the left
margin that the field is placed on the report.

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„ Top—Type a numeric value for the vertical position of the field on the
report. The value you enter represents the number of pixels from the top
margin that the field is placed on the report
„ Format—From the Format list, select a time or number format. The
Format property is available only when you select a number, currency,
or Date/Time data type object.
„ Currency—From the Currency list, select a currency type. The
Currency property is available only when you select a currency data
type object.
„ Font—From the Font list, select a font type. This is the font type that
appears on the report for the selected field. The available fonts are
based on the fonts installed on the Contact Center Manager
Administration server.
Note: If a font installed on the Contact Center Manager Administration
server does not appear in the font list, the installed font might not meet
certain requirements. For more information, see “Fonts are missing in
Report Creation Wizard,” on page 444.
„ Font Color—From the Font Color list, select the font color to appear on
the report for the selected field.
„ Font Size—From the Font Size list, select the font size to appear on
the report for the selected field.
„ Text Align—From the Text Align list, select one of the following: Right,
Left, or Center. This represents the field text placement within the field.
„ Bold—Select the Bold check box to apply bold to the field text that
appears on the report.
„ Italic—Select the Italic check box to italicize the field text that appears
on the report.
„ Underline—Select the Underline check box to underline the field text
that appears on the report.
„ Suppress—Select the Suppress check box to suppress the field from
the report.
5 Click Submit to save changes.
Result: The field is updated in the report view area.

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Section properties
Use the Section Properties tab to suppress sections of the report. Suppressed
sections do not print on the report.

Suppressing a report section


1 Select the section header that you want to suppress.
Result: The selected header appears in a different color.
2 Select the Section Properties tab.
3 On the Section Properties page, select the Suppress check box.
Result: The section header color changes to light grey.

Fields
Use the Fields tab to add fields to or remove fields from the report.

Adding a field to a report


1 Select the section header to which you want to add a field.
2 Click the Fields tab.
3 On the Fields page, select the field.
4 Click Add.
Result: The field is added to the selected section.
When you add a field to the Details section of the report, Report Creation
Wizard adds a corresponding text heading to the Page Header section of
the report. If you move that field, then the heading also moves so that it
remains horizontally aligned with the field.

Removing a field from a report


1 Select the section header from which you want to remove a field.
2 Click the Fields tab.
3 On the Fields page, select the field.
4 Click Remove.
Result: The field is removed from the selected section.

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When you remove a field from the Details section, Report Creation Wizard
removes the corresponding heading from the Page Header section.

Formulas
Use the Formulas tab to add formulas to or remove formulas from the report.
Formulas appear under their relevant headings in the Formulas list. Standard
formulas appear under the Formulas heading. Formulas relating to views appear
under separate headings for each view, for example, iAgentPerformanceStat
formulas. Report formulas, formulas that appear on the report and are not
associated with a Report Creation Wizard formula, appear in the Formulas list.

Adding a formula to a report


1 Select the section header to which you want to add a formula.
2 Click the Formulas tab.
3 On the Formulas page, select the formula.
4 Click Add.
When you add a formula to the Details section of the report, a
corresponding text heading is added to the Page Header section of the
report. If that formula is subsequently moved, then the heading is moved so
that it remains horizontally aligned with the field. If that field is later
removed, then the heading is also removed from the Page Header section.

Removing a formula from a report


1 Select the section header from which you want to remove a formula.
2 Click the Formulas tab.
3 On the Formulas page, select the formula.
4 Click Remove.

Sorting
Use the Sorting tab to select the sort direction and sort order of returned field
data and returned formula data on the report, and to select the sort direction of
returned group data on the report.

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Select a sort direction to display the data for fields, formulas and groups in
ascending or descending order. Select a sort order, to sort the order in which
field and formula data appear on the report.

The sort order for returned group data is selected in the Grouping window.

Sorting the direction of a group


1 Click the Sorting tab.
2 On the Sorting page, click the Groups heading.
3 Select the group for which you want to change sort direction.
4 Select one of the following sort direction options:
„ Ascending
„ Descending
„ Original Order

Sorting the direction of a field or formula


1 Click the Sorting tab.
2 On the Sorting page, click the Fields heading.
Result: The heading expands to reveal selected fields and formulas for the
report.
3 Click the field or formula for which you want to sort the direction.
4 Select one of the following sort direction options:
„ Ascending
„ Descending
„ None

Sorting the order of a field or formula


1 Click the Sorting tab.
2 On the Sorting page, click the Fields heading.
Result: The heading expands to reveal selected fields and formulas for the
report.

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3 Click the field or formula for which you want to change the sort order. To
sort the order of a field or formula, you must first assign a sort direction to
that field or formula.
4 Use the up and down arrows to change the sort order for the selected field
or formula. Group sorts always appear first, followed by field and formula
sorts.

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Saving a report

1 Click the Save Report icon to save the report.

Result: The Save RCW Report window appears.

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2 Choose a folder in which to save the report. When you save:


„ an existing report, the report is highlighted in the Save dialog box when
the dialog box appears.
„ a new report, the report path in the Save dialog box defaults to your
private report folder.
„ a report with the same name as an existing report, a message box
appears asking you to confirm the overwrite.
„ a report, you can click the New Folder icon on the toolbar to create a
new folder in which to save the report.
3 In the Report Name box, enter a name for the report.
4 Click Save. You can save the report at any time after you select at least
one field.

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Previewing a report

On the toolbar, click the Preview icon.

Result: The Report Viewer appears.

Preview Icon—The Preview icon is available after you select fields. The Report
Viewer supports standard Crystal Report features such as export, print, and
search. The Report Viewer lists the first 50 records in the database.

Page numbering—If the report spans more than one page, the first page of the
report is numbered as 1+. Until you reach the last page of the report, it is not
known how many pages the report contains. When the next page of the report
appears, the numbering changes to 1 of 2+, and then to 1 of 3+, and so on, until
the last page of the report appears. On the last page, the numbering changes to 1
of x, where x equals the total number of pages. For example, if the report is four
pages, the numbering on the last page is 1 of 4.

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Defining configuration settings

Use the Configuration Settings window to set the default properties for the
report.
1 On the toolbar, click the Configuration icon.

Result: The Configuration Settings window appears.

2 In the Report Layout section, select the Portrait option or the Landscape
option. This sets the page orientation for the report.
3 From the Default Font list, select a default font to apply to fields, formulas,
labels, or summaries added to a report section. The available fonts are
based on the fonts installed on the Contact Center Manager Administration
server.
The previously selected default font still applies to objects added before
you select the new default font.
If a font installed on the Contact Center Manager Administration server
does not appear in the font list, the installed font might not meet certain
requirements. For more information, see “Fonts are missing in Report
Creation Wizard,” on page 442.

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To import and edit a Report Creation Wizard


report

Before you can run and schedule a Report Creation Wizard report in Contact
Center Manager Administration, you must save and import the report to
Historical Reporting. You can use the Import tool import a Report Creation
Wizard report into a standard group or into your private folder. When you
import a Report Creation Wizard report, the supported data ranges (Interval,
Daily, Weekly, and Monthly) are automatically identified during the import
procedure.

You can import Report Creation Wizard reports to Contact Center Manager
Servers only.

Unlike user-imported reports, you need not synchronize Report Creation Wizard
reports. After you import a Report Creation Wizard report, you can edit the
report directly through Report Creation Wizard. When you save the report, all
changes are effective immediately.
The procedure to import advanced (ODBC) reports is similar to simplified
reports, except for the following:
„ You must manually enter the supported data ranges for each table
referenced on the report.
„ You must specify the report type. Available report types are Historical,
Configuration, and Networking.

Import tool

When you import a Report Creation Wizard report to Historical Reporting, you
must complete the following sections in the Import tool:
„ Report Details
„ Report Options
„ Data Range

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A detailed description is provided for the Data Range section because of the
complexity involved in selecting the data range for the report. For information
about the Report Details and Report Options sections, see “Importing a report”
on page 318.

Data Range section


The Data Range specifies the interval modes supported in the report and the
timestamp fields for each of those modes.

This section applies only to reports that include tables that contain accumulated
statistics over a specified time period. If a report contains no such tables, such as
a configuration report, leave the Data Range section blank.

Some databases store accumulated statistics in separate tables. The structure of


the tables is the same; the only difference is that the stored data represents a
different time period. For example, the Contact Center Manager Server database
contains summarized historical statistics in four separate tables, which represent
the following time periods:
„ Interval—The interval table stores historical statistics every 15 minutes.
„ Daily—The daily table stores historical statistics at the end of each day.
„ Weekly—The weekly table stores historical statistics at the end of each
week.
„ Monthly—The monthly table stores historical statistics at the end of each
month

Each table that includes time-specific accumulated statistics has a timestamp


field. This field contains the date and time that represents the statistical data time
period.

Table Alias list


To run a single report against more than one database table, a table alias is used
on the report. Historical Reporting can change the table alias to point to the
appropriate database table before the system generates the report. The Data
Range specifies the tables associated with each period of time.

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From the Table Alias list, select the table that stores accumulated statistics based
on a specific time period. If more than one table alias stores accumulated
statistics based on a specific time period, you must enter at least one table and
timestamp field for each of the table aliases. When multiple tables have
timestamp fields, join the timestamp fields in the Table Linking window.

Table and Timestamp boxes


When you import an advanced report, you must provide a table and timestamp
field for at least one interval mode. When you import a simplified report, the
system automatically populates the tables and timestamp fields; the values are
read-only.

The system uses the table and timestamp fields to determine how it retrieves
data for each time period.

Data Range Table Timestamp

Interval Table that contains Field used to filter date


interval data and time
Daily Table that contains daily Field used to filter date
data and time

Weekly Table that contains Field used to filter date


weekly data and time

Monthly Table that contains Field used to filter date


monthly data and time

Interval Mode check boxes


Historical Reporting uses the interval mode check boxes to determine the data
ranges available for the report.

When you import an advanced report, you must provide the data range in the
associated Table and Timestamp boxes for the selected interval mode. For
example, if you select the daily interval mode, you must enter values in the
Daily Table and the Daily Timestamp boxes. When you import a simplified
report, the system provides the data range for the selected interval mode. For
example, if you select the weekly interval mode, the system automatically
provides the associated data range.

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Importing a report
1 On the toolbar, click the Import to Historical Reporting icon.

Result: The Import window appears.

2 In the Report Title box, type the name for the report. This is the name that
appears in Historical Reporting.
3 Click Browse.
Result: The Open RCW Report dialog box appears.
4 Browse to and select the report to import.
5 Click Open.
Result: The Open RCW Report dialog box closes and the path appears in
the Location box.
6 From the Time zone list, select the time zone of the server to which you
want to import the report.

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Nortel recommends that you use the Server Timezone default setting. This
setting automatically adjusts the report interval based on the server time
zone.
7 (Optional) In the Comment box, type any additional information about the
report. This step is optional.
8 Click the Report Options header.
Result: The Report Options section expands.

9 Select a Report Mode. The options are Standard or Private.


The Report Mode determines whether the report is imported to a standard
or private folder location.
10 (For advanced reports only) From the Report Type list, select a report
type.
11 From the Report Group list, select the standard report folder into which the
report imports. For private reports, the report is imported into your private
folder.
12 In the Select Server list, select the servers to which you want to import the
report.
13 Click the Data Range header.
Result: The Data Range section expands. If you import a simplified report,
the Table and Timestamp boxes auto-populate and are read-only. For
detailed information about the Data Range section, see “Data Range
section” on page 316.

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14 If you import a simplified report, in the Data Range section, select the
Interval Modes for which this report is generated.

15 If you import an advanced (ODBC) report, from the Table Alias list, select
a table.

a. In the Table box, for the data range that matches the selected Table
Alias time period, type the table name.
b. In the Timestamp box, for the data range that matches the selected
Table Alias time period, type the name of the field.
For example, if report is based on the iSkillsetStat table alias, the
entries for each data range are as follows.

Table Name Timestamp

Interval iSkillsetStat Timestamp

Daily dSkillsetStat Timestamp

Weekly wSkillsetStat Timestamp


Monthly mSkillsetStat Timestamp

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16 Click Import.

Editing a Report Creation Wizard report in Historical Reporting


1 In Historical Reporting, in the system tree, click the server to which you
want to log on.
2 Navigate to the folder in which the Report Creation Wizard report that you
want to edit is stored.
The report icon for a Report Creation Wizard report is different from the
report icon for a standard report.

Report Creation Wizard report icon

Standard report icon


3 In the folder that contains the Report Creation Wizard report, right-click the
report and then select edit from the menu.
Result: The report appears in Report Creation Wizard in the Report Layout
window.

All buttons in the navigation bar and the toolbar are enabled.

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4 Edit the report.


5 On the toolbar, click Save.
Result: All changes are effective immediately.

Defining selection criteria for Report Creation Wizard reports


The following options are available when you define a Report Creation Wizard
report in Historical Reporting:
„ define the selection criteria
„ schedule to print the report
„ schedule to send the report to a file
„ save the report
„ run the report immediately

For imported simplified and advanced (ODBC) reports, with a defined


Timestamp field, you select the dates the same way as you do for user-defined
reports.

You define the selection criteria for Report Creation Wizard reports differently
than you do for user-defined reports. The following procedure explains how to
define the selection criteria.
1 In Historical Reporting, in the system tree, select a Report Creation Wizard
report.
Result: The Report Properties window appears.
2 In the Report Properties window, click Selection Criteria.
Result: The Selection Criteria heading expands. The fields of each
selected Report Creation Wizard table populate the fields list.

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3 From the fields list, select a field.


Result: The table name and the field data type appear and the criteria list is
populated.
4 From the criteria list, select one of the following: Equals To, Is greater than,
Is less than, Not Equal To, Between, IN, Starts With, or Contains.
Notes:
„ The field data type determines the values available in the criteria list.
„ If you select IN, you can filter the selected field based on multiple
elements. If you select Equals To, you can filter the selected field based
on only one element.
„ You can base the filter on any field from the tables that you include on
the report, including fields that you did not select on the report.
5 Click the ellipsis (...).
Result: The Select Elements dialog box appears.

6 From the Select Elements dialog box, select a field value.


If you select IN from the criteria list, you can select multiple elements. To
select all elements, select the Select All check box.
7 Click Choose.
Result: The Select Elements dialog box closes, and the selected field
value appears in field value box.

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8 Click Add.
Result: The selection criterion appears in the Selection Criteria list.

9 To define additional selection criteria, from the join list, select AND or OR
and then repeat steps 3 to 8.

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To create a sample simplified report

This section provides step-by-step instructions to create a sample Agent by


Skillset Performance report.

The following table lists the high-level steps.

Step Task For step-by-step instructions, see

1 Select a report type. “Step 1: Select a Report Type” on page 326


2 Select the data source. “Step 2: Select a Data Source” on page 328

3 Select fields. “Step 3: Select fields” on page 330

4 Select group by fields. “Step 4: Select group by fields” on page 333

5 Select summary data. “Step 5: Select summary data” on page 335


6 Configure report layout. “Step 6: Configure report layout” on page 337

7 Save the report. “Step 7: Save the report” on page 341

8 Preview the report. “Step 8: Preview the report” on page 342


9 Import the report. “Step 9: Import the report” on page 343

10 Run the report. “Step 10: Run the report” on page 347

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Step 1: Select a Report Type


Complete the following procedure to select a simplified report type.

Selecting a simplified report


1 In Contact Center Manager Administration, click Launchpad > Historical
Reporting.
Result: The Historical Reporting window appears.
2 In the system tree, click the server that you want to log on to.
3 From the menu, click Report > Report Creation Wizard.
Result: The Report Type window appears.

4 Select Create Simplified Report (via Report Definitions).

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5 Click Next.
Result: The Data Source window appears.

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Step 2: Select a Data Source


Complete the following procedure to select a simplified report definition.

Selecting the Agent by Skillset Performance report definition


1 In the Data Source window, under the Report Definitions folder, click the
CS1000 (M1) folder.
Result: The folder expands to reveal CS1000 (M1) report definition folders.
2 Click the Agent Performance folder.
Result: The Agent Performance folder expands to reveal Agent
Performance report definitions.

3 From the selected folder, select the Agent By Skillset Performance Stats
report definition.
For a list of report definitions and descriptions, see Appendix A, “Report
definitions.”.

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4 Click Next.
Result: The Field Selection window appears.

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Step 3: Select fields


Complete the following procedure to select fields for the report.

Selecting fields for the Agent by Skillset Performance report


1 In the Fields list, click the iAgentBySkillsetStat heading.
Result: The iAgentBySkillsetStat heading expands to reveal available
fields.
2 In the iAgentBySkilsetStat list, double-click the following fields in the order
listed:
„ Skillset
„ Timestamp
„ Time
„ AgentLogin
3 In the Fields list, click the iAgentBySkillsetStat Formulas heading.
Result: The iAgentBySkillsetStat Formulas heading expands to reveal
available formulas.
4 In the iAgentBySkillsetStat Formulas list, double-click
@RCW_AgentName.
5 From the iAgentBySkilsetStat view, double-click CallsAnswered.

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6 In the iAgentBySkillsetStat Formulas list, double-click


@RCW_TalkTime.
Result: Each selected field and formula moves from the Fields list to the
Fields Selected list.

By default, the table name appears before the field name in the Fields
Selected list. To remove the table name, click the Toggle Table Name icon.

Tip: Alternatively, to select fields, click the field and then click the right
arrow button (>). To select all fields and formulas, click the double right
arrow button (>>). To remove fields from the Fields Selected list, click the
field and then click the left arrow button (<). To remove all fields from the
Fields Selected list, click the double left arrow button (<<).
7 In the Selected Fields list, click iAgentBySkillsetStat.Skillset.
8 In the Width box, type 200.
A default width of 50 pixels applies to all selected fields.
9 In the Selected Fields list, click iAgentBySkillsetStat.Timestamp.
10 In the Width box, type 200.

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11 In the Selected Fields list, click iAgentBySkillsetStat.AgentLogin.


12 In the Width box, type 80.
13 In the Selected Fields list, click
iAgentBySkillsetStat.@RCW_AgentName.
14 In the Width box, type 120.
15 In the Selected Fields list, click iAgentBySkillsetStat.CallsAnswered.
16 In the Width box, type 80.
17 In the Selected Fields list, click iAgentBySkillsetStat.@RCW_TalkTime.
18 In the Width box, type 80.
19 Click Next.
Result: The Grouping window appears.

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Step 4: Select group by fields


Complete the following procedure to select group by fields for the report.

Selecting group by fields for the Agent by Skillset Performance


report
1 In the Fields list, click the iAgentbySkillsetStat heading.
Result: The iAgentbySkillsetStat heading expands to reveal the available
fields to group by.
2 In the iAgentbySkillsetStat list, double-click the following fields to group
by:
„ Skillset
„ Timestamp (represents the date and time)
Result: Each selected field moves from the Fields list to the Group by list.

The @RCW_TalkTime formula is not available because it is a dynamic


formula that already groups data.
3 In the Group by list, click iAgentbySkillsetStat.Timestamp.
4 From the This section will be printed list, select for each hour. This
option is available only for Date, Time, and DateTime fields and defines
when the group changes.

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5 Click Next.
Result: The Summaries window appears.

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Step 5: Select summary data


Complete the following procedure to select summary data for the report.

Selecting summary data for the Agent by Skillset Performance


report
1 In the Fields list, click the iAgentBySkillsetStat heading.
Result: The iAgentBySkillsetStat heading expands to reveal available
fields.
2 In the iAgentBySkillsetStat list, click CallsAnswered.
3 In the Summation Type list, click Sum.
For detailed information about summation types, see “Summation types” on
page 300.
4 In the Groups list, select the Report Footer, Group Footer #1, and Group
Footer 2# check boxes.
5 Click Add.
Result: A CallsAnswered summary for the Report Footer, Group Footer #1,
and Group Footer #2 appears in the Summary Data list. Footer 1 generates
a total for all data selected, Group Footer 1 generates a total for each
selected skillset, and Group Footer 2 generates a total for each selected
timestamp.
6 In the Fields list, click the iAgentBySkillsetStat Formulas heading.
Result: The iAgentBySkillsetStat Formulas heading expands to reveal
available formulas.
7 In the iAgentBySkillsetStat Formulas list, click @RCW_TalkTime.
8 In the Groups list, select the Report Footer, Group Footer #1, Group
Footer #2 check boxes.

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9 Click Add.
Result: A @RCW_TalkTime summary for the Report Footer, Group Footer
#1, and Group Footer #2 appears in the Summary Data list. Footer 1
generates a total for all data selected, Group Footer 1 generates a total for
each selected skillset, and Group Footer 2 generates a total for each
selected timestamp.

10 Click Next.
Result: The Report Layout window appears.

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Step 6: Configure report layout


Complete the following procedure to configure the report layout.

Configuring the report layout for the Agent by Skillset Performance


report
1 In the Report Layout window, double-click the Group Footer #1 section.
Result: The section bar changes color from blue to purple and expands to
reveal the summary fields in this section.
2 In the Group Footer #1 section, click CallsAnswered.
Result: The Object Properties page appears on the left.

3 On the Object Properties page, in the Width box, type 80.


4 In the Group Footer #1 section, click @RCW_TalkTime.
5 On the Object Properties page, in the Width box, type 80.
6 Double-click the Group Footer #2 section.

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7 In the Group Footer #2 section, modify the following Object Properties.

Group Footer #2 field Width

CallsAnswered type 80
@RCW_TalkTime type 80

8 Double-click the Report Footer section.


9 In the Report Footer section, modify the following Object Properties.

Report Footer field Width

CallsAnswered type 80

@RCW_TalkTime type 80

10 Click the Group Footer #1 section.


11 Click the Add Text Field icon on the toolbar.

12 On the Object Properties page, modify the following properties:


a. In the Title box, type Skillset.
b. In the Width box, type 80.
c. In the Height box, type 20.
d. In the Left box, type 300.
e. In the Top box, type 3.
f. From the Text Align list, select Right.
g. Select the Bold check box.
13 Click the Group Footer #2 section.
14 Click the Add Text Field icon on the toolbar.
15 On the Object Properties page, modify the following properties:
a. In the Title box, type Timestamp.
b. In the Width box, type 80.
c. In the Height box, type 20.

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d. In the Left box, type 300.


e. In the Top box, type 3.
f. From the Text Align list, select Right.
g. Select the Bold check box.
16 Click the Report Footer section.
17 Click the Add Text Field icon on the toolbar.
18 On the Object Properties page, modify the following properties:
a. In the Title box, type Totals.
b. In the Width box, type 80.
c. In the Height box, type 20.
d. In the Left box, type 300.
e. In the Top box, type 3.
f. From the Text Align list, select Right.
g. Select the Bold check box.
19 Double-click the Page Header section.
20 In the Page Header section, click Time.
21 On the Object Properties page, modify the following properties:
a. From the Font Color list, select Purple.
b. Select the Underline and Bold check boxes.
22 In the Page Header section, modify the following Object Properties.

Page Header field Title Width Font Color check boxes

AgentLogin Agent Login 80 Purple Bold


Underline

@RCW_AgentName Agent Name 120 Purple Bold


Underline

CallsAnswered Calls 80 Purple Bold


Answered Underline

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Page Header field Title Width Font Color check boxes

@RCW_TalkTime Talk Time 80 Purple Bold


Underline
23 Double-click the Group Header #1 section.
24 In the Group Header #1 section, click Skillset.
25 On the Object Properties page, modify the following properties:
a. From the Font Color list, select Blue.
a. Select the Bold check box.
26 Double-click the Group Header #2 section.
27 In the Group Header #2 section, click Timestamp.
28 On the Object Properties page, modify the following properties:
a. From the Font Color list, select Blue.
a. Select the Bold check box.

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Step 7: Save the report


Complete the following procedure to save the report.

Saving the Agent by Skillset Performance report


1 On the toolbar, click the Save icon.

Result: The Save RCW Report window appears.

2 Select a folder in which to save the report.


3 In the Report Name box, type Agent By Skillset Performance.rpt.
Nortel recommends that you use a different name than the standard report
definitions. This makes it easier to determine that it is a custom report and
to determine the type of data that the report generates.
4 Click Save.

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Step 8: Preview the report


Complete the following procedure to preview the report.

Previewing the Agent by Skillset Performance report


On the toolbar, click the Preview icon.

Result: The Agent By Skillset Performance report appears.

Note: Only the first 50 records appear in the report preview.

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Step 9: Import the report


Complete the following procedure to import the report to Historical Reporting.

Importing the Agent By Skillset Performance report to Historical


Reporting
1 On the toolbar, click the Import to Historical Reporting icon.
Result: The Import window appears.

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2 Click Browse.
Result: The Open RCW Report window appears.

3 Click Agent By Skillset Performance.


4 Click Open.
Result: The Open RCW Report window closes. The Location box
populates.
5 In the Report Title box, type Agent By Skillset. This is the name that
appears on the report.
6 From the Time zone list, select the time zone of the server to which you
want to import the report.
Nortel recommends that you use the Server Timezone default setting. This
setting automatically adjusts the report interval based on the server time
zone.

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7 (Optional) In the Comment box, type any additional information about the
report.Click the Report Options header.
Result: The Report Options section expands.

8 For the Report Mode, select Private. The Private Report Templates folder
is automatically selected as the Report Group.
9 In the Select Server list, select the servers to which you want to import the
report.
The Report Type is automatically selected based on the report definition.
This field is read-only.
10 Click the Data Range header.
Result: The Data Range section expands.

11 In the Data Range section, select all of the Interval Mode check boxes to
run the report for all time frames.
The Table and Timestamp boxes auto-populate based on the report
definition and are read-only.

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12 Click Import.
Result: A message appears at the bottom of the import window stating
“Report: Agent By Skillset imported successfully.”

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Step 10: Run the report


Complete the following procedure to run the report in Historical Reporting.

Running the Agent By Skillset report


1 In Historical Reporting, click the server to which you imported the Agent
By Skillset report.
2 Click the Private Report Templates folder.
Result: The Private Report Templates folder expands.
3 In the Private Report Templates folder, click the Agent By Skillset report.
Result: The Agent By Skillset report appears in the right pane.

4 Click the Selection Criteria heading.


Result: The Selection Criteria section expands.

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5 From the field list, select Skillset Name.


6 From the criteria list, select Equals To.
7 Click the ellipsis (...).
Result: The Select Elements dialog box appears.

8 From the Elements List, select Sales.


9 Click Choose.
Result: The Select Elements dialog box closes and Sales appears in the
Condition box.
10 Click Add.
Result: The selection criteria appears in the Selection Criteria box.

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11 Click the Data Range header.


Result: The Data Range section expands.

Interval appears in the Data Range list and Intervals from X hours ago to X
hours ago is selected.
12 From the Intervals from list, select 1.00.
Result: The report will display performance statistics for the Sales skillset
retrieved one hour ago from the time the report runs.
13 Click Run Now.
Result: The report appears in the Ad-hoc Report Viewer.

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To create a sample advanced report

This section provides step-by-step instructions to create a sample advanced


Skillset Threshold report. The following table lists the high-level tasks.

Step Task For step-by-step instructions, see

1 Create an advanced report. “Step 1: Select a report type” on page 352

2 Select a DSN. “Step 2: Select a DSN” on page 353

3 Select tables. “Step 3: Select tables” on page 354

4 Link tables. “Step 4: Link tables” on page 355

5 Select fields. “Step 5: Select fields” on page 356

6 Select fields to group by. “Step 6: Select group by fields” on page 358

7 Select summary data. “Step 7: Select summary data” on page 360

8 Configure the report layout. “Step 8: Configure report layout” on page 362

9 Save the report. “Step 9: Save the report” on page 364

10 Preview the report. “Step 10: Preview the report” on page 364
11 Import the report. “Step 11: Import the report” on page 365

12 Run the report. “Step 12: Run the report” on page 368

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Step 1: Select a report type


Complete the following procedure to select an advanced report type.

Creating an advanced report


1 In Contact Center Manager Administration, click Launchpad > Historical
Reporting.
Result: The Historical Reporting window appears.
2 In the system tree, click the server that you want to log on to.
3 From the menu, click Report > Report Creation Wizard.
Result: The Report Type window appears.

4 Select the Create Advanced Report (via ODBC) option, and then click
Next.
Result: The Data Source window appears.

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Step 2: Select a DSN


Complete the following procedure to select a DSN for an advanced report.

Selecting a DSN for an advanced Skillset Threshold report


1 In the DSNs Available list, double-click a CCMS DSN.
Result: The selected DSN is added to the DSNs Selected list. To remove a
DSN from the DSN Selected list, select the DSN and click the left arrow (<).

You can add only one DSN system type to the DSNs Selected list, for
example, CCMM or CCMS.
2 In the Selected DSN Properties area, type the user ID and password to
access the data source.
For configured servers on the Contact Center Manager Administration
server, the user ID and password automatically populate.
3 Click Next.
Result: The Table Selection window appears.

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Step 3: Select tables


Complete the following procedure to select tables for an advanced report.

Selecting tables for an advanced Skillset Threshold report


1 In the DSNs list, click the CCMS DSN.
Result: Tables and views for the selected DSN appear in the Tables
Available list.
2 In the Tables Available list, double-click dSkillsetStat and Skillset.
Result: The selected tables move to the Tables Selected list.

3 Click Next.
Result: The Table Linking window appears.

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Step 4: Link tables


Complete the following procedure to link tables for an advanced report.

Linking tables for an advanced Skillset Threshold report


1 From the left Tables list, select iSkillsetStat.
2 From the left Fields list, select SkillsetID.
3 From the right Tables list, select Skillset.
4 From the right Fields list, select SkillsetID.
5 From the Join list, select Left Outer Join and then click Link.
The result set for the Left Outer Join includes all the records in which the
skillsetID in both tables is an exact match. It also includes a row for every
record in the iSkillsetStat table for which the SkillsetID has no match in the
Skillset table. For more information about the available join types, see
“Joins” on page 287.
Result: The linked SkillsetIDs appear in the Links list. To remove linked
fields from the list, select the linked fields and click Remove.

6 Click Next.
Result: The Field Selection window appears.

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Step 5: Select fields


Complete the following steps to select fields for an advanced report.

Selecting fields for an advanced Skillset Threshold report


1 In the Fields list, under the Skillset Formulas heading, double-click
@RCW_SkillsetNameID.
2 In the Fields list, under the iSkillsetStat Formulas heading, double-click
@RCW_ApplicationNameID.
3 In the Fields list, under the dSkillsetStat heading, double-click the
following fields:
„ Timestamp
„ Time
„ CallsAnswered
„ CallsAnsweredAfterThreshold
4 In the Fields list, under the iSkillsetStat Formulas heading, double-click
@RCW_CallsAnsweredBeforeThreshold.
5 In the Fields list, under the Skillset heading, double-click
ServiceLevelThreshold.
Result: The selected field moves to the Fields Selected list.

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You can also select fields by clicking the field and then clicking the right
arrow button (>). To select all fields and formulas, click the double right
arrow button (>>). To remove fields from the Fields Selected, list click the
field and click the left arrow button (<). Click the double left arrow button
(<<) to remove all fields from the Fields Selected list.
6 Use the up and down arrows to change the order of the selected fields.
The order of the fields in the Fields Selected list determines the order in
which they appear on the report.
7 To modify the Selected Field Properties, in the Fields Selected list, click
a field.
Result: The default field name and width appear in the Title and Width
boxes, respectively.
The Title box is a read-only field.
8 In the Width box, type a new width.
A default width of 50 pixels applies to all selected fields.
9 Click Next.
Result: The Grouping window appears.

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Step 6: Select group by fields


Complete the following procedure to select group by fields for an advanced
report.

Selecting group by fields for an advanced Skillset Threshold report


1 In the Fields list, under the Skillset Formulas heading, double-click
@RCW_SkillsetNameID.
2 In the Fields list, under the iSkillsetStat Formulas heading, double-click
@RCW_ApplicationNameID.
3 In the Fields list, under the dSkillsetStat heading, double-click
Timestamp. This represents the date and time.
Result: Each selected field moves from the Fields list to the Group by list.

You can also click an item in the Fields list and then click the right arrow
button (>) to add it to the Group by list. Alternatively, if you want to remove
an item from the Group by list, click the item in the Group by list and then
click the left arrow button (<).
4 To modify the Group Field Properties:
a. From the Group by list, select a field.

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b. From the Sort Order list, select Descending Order.


Note: The option The section will be printed in the Grouping window
(displayed in the previous graphic) applies to Date Time fields only. It
determines when the group is printed. For example, selecting for each
hour groups records together for each hour, and summaries added to
the group calculate for each hour.
5 Click Next.
Result: The Summaries window appears.

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Step 7: Select summary data


Complete the following procedure to select summary data for an advanced
report.

Selecting summary data for an advanced Skillset Threshold report


1 In the Fields list, under the dSkillsetStat heading, click
CallsAnsweredAfterThreshold.
2 In the Summation Type list, click Sum.
This summation type totals all calls answered after the threshold is
reached.
3 In the Groups list, select the following:
„ Report Footer
„ Group Footer #1
„ Group Footer #2
„ Group Footer #3
4 Click Add.
Result: The CallsAnsweredAfterThreshold field, Sum summation type, and
the selected report sections appear in the Summary Data list.
5 In the Fields list, under the iSkillsetStat Formulas heading, click
@RCW_CallsAnsweredBeforeThreshold.
6 In the Summation Type list, click Sum.
This summation type totals all calls answered before the threshold is
reached.
7 In the Groups list, select the following:
„ Report Footer
„ Group Footer #1
„ Group Footer #2
„ Group Footer #3

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8 Click Add.
Result: The @RCW_CallsAnsweredBeforeThreshold formula, Sum
summation type, and the selected report sections appear in the Summary
Data list.

9 Click Next.
Result: The Report Layout window appears.

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Step 8: Configure report layout


Complete the following procedure to configure the report layout of an advanced
report.

Configuring the advanced Skillset Threshold report layout


1 Double-click the Page Header section.
2 In the Page Header section, click Time.
3 On the Object Properties page, change the following:
a. In the Height box, type 80.
Note: With a height of 80 pixels, the full text can print.
b. Select the Bold and Underline check boxes.
4 In the Page Header, click the next field.
5 On the Object Properties page, change the following:
a. In the Title box, change the title. For example, change CallsAnswered
to Calls Answered, and change
@RCW_CallsAnsweredBeforeThreshold to Calls Answered Before
Threshold.
b. In the Height box, type 80.
c. Select the Bold and Underline check boxes.
6 Repeat steps 4 and 5 for the remaining Page Header fields.
7 Double-click the Group Header #1 section.
8 In the Group Header #1 section, click @RCW_SkillsetNameID.
9 On the Object Properties page, change the following:
a. In the Width box, type 300.
b. Select the Bold check box.
10 Double-click the Group Header #2 section.
11 In the Group Header #2 section, click @RCW_ApplicationNameID.
12 On the Object Properties page, change the following:
a. In the Width box, type 300.
b. Select the Bold check box.

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13 Double-click the Group Header #3 section.


14 In the Group Header #3 section, click Timestamp.
15 On the Object Properties page, click Remove.
16 Click the Formulas tab.
17 On the Formulas page, under the iSkillsetStat Formulas heading, click
@RCW_TimestampGroupNameLabel.
The @RCW_TimestampGroupNameLabel is a dynamic formula that
displays the data range and timestamp that you select when you import the
report to Historical Reporting. Because this formula requires input from
Historical Reporting, the results are not exact when you preview the report
in Report Creation Wizard.
18 Click Add.
Result: The @RCW_TimestampGroupNameLabel is added to the Group
Header #3 section and the Object Properties page appears.
19 On the Object Properties page, change the following:
a. In the Width box, type 300.
b. Select the Bold check box.
20 On the Object Properties page, select the Bold check box for all fields in
the following report sections:
„ Group Footer #1
„ Group Footer #2
„ Group Footer #3
„ Report Footer
Tip: To change the object properties of the field, double-click the report
section and then click the field.

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Step 9: Save the report


Complete the following procedure to save the advanced report.

Saving the advanced Skillset Threshold report


1 On the toolbar, click the Save Report icon.
2 Select the folder in which you want to save the report.
3 In the Report Name box, type Skillset Threshold.
4 Click Save.

Step 10: Preview the report


Complete the following procedure to preview the advanced report.

Previewing the Skillset Threshold report


On the toolbar, click the Preview icon.

Result: The Skillset Threshold report appears.

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Step 11: Import the report


Complete the following procedure to import the advanced report to Historical
Reporting.

Importing the advanced Skillset Threshold report to Historical


Reporting
1 On the toolbar, click the Import To Historical Reporting icon.

Result: The Import window appears.

2 In the Report Title box, type SkillsetThresholdReport. This is the name


that appears in Historical Reporting.
3 In the Location box, type the path for the report. Alternatively, click
Browse to browse to the report location for the Skillset Threshold report
and then click OK.

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4 From the Time zone list, select the time zone of the server to which you
want to import the report.
Nortel recommends that you use the Server Timezone default setting. This
setting automatically adjusts the report interval based on the server time
zone.
5 (Optional) In the Comment box, type any additional information about the
report.
6 Click the Report Options header.
Result: The Report Options section expands.

7 For the Report Mode, select Private. The Private Report Templates folder
is automatically selected as the Report Group.
8 From the Report Type list, select HistoricalNodal.
9 In the Select Server list, select the servers to which you want to import the
report.
10 Click the Data Range header.
Result: The Data Range section expands.

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11 From the Table Alias list, select iSkillsetStat.


12 In the Table and Timestamp boxes, type the following for each Interval
Mode.

Interval Mode Table Timestamp

Interval iSkillsetStat Timestamp


Daily dSkillsetStat Timestamp

Weekly wSkillsetStat Timestamp

Monthly mSkillsetStat Timestamp

13 Select all of the Interval Mode check boxes.


14 Click Import.
Result: A message appears at the bottom of the import window stating
“Report: SkillsetThresholdReport imported successfully.”

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Step 12: Run the report


Complete the following procedure to run the advanced report.

Running the advanced Skillset Threshold report in Historical


Reporting
1 In Historical Reporting, click the server to which you imported the
SkillsetThresholdReport report.
2 Click the Private Report Templates folder.
Result: The Private Report Templates folder expands.
3 In the Private Report Templates folder, click the
SkillsetThresholdReport.
Result: The SkillsetThresholdReport appears in the right pane.

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4 Click the Selection Criteria heading.


Result: The Selection Criteria section expands.

field list criteria list condition box Ellipsis

5 From the field list, select Skillset Name.


6 From the criteria list, select Equals To.
7 Click the ellipsis (...).
Result: The Select Elements dialog box appears.

8 From the Elements List, select Sales.


9 Click Choose.
Result: The Select Elements dialog box closes and Sales appears in the
Condition box.

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10 Click Add.
Result: The Selection Criteria is added.

11 Click the Data Range header.


Result: The Data Range section expands.
12 From the Data Range list, select Daily.
13 Select the Last 7 Days option.
14 Click Run Now.
Result: The report appears in the Ad-hoc Report Viewer.

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Formulas

Formulas are stored in a database on the Contact Center Manager


Administration server. A set of formulas used to create the current Contact
Center Manager Administration reports comes with Report Creation Wizard as
read-only.

To create additional formulas, use the formula editor. The formula editor
provides:
„ a list of available fields and formulas
„ a subset of functions and operators offered by Crystal Reports
„ Report Creation Wizard custom functions and dynamic formula operators

For additional details about custom functions, dynamic formulas, and formulas
shipped with Report Creation Wizard, see the Contact Center Manager
Historical Reporting and Data Dictionary.

Available formulas
Available formulas are filtered by the following items:
„ System type—To share formulas for the same system type, a DSN alias is
used. The DSN alias is created when the DSN entry is formatted as
<system>_<IP Address>. The DSN alias for the Contact Center Manager
Server CCM_47.166.105.6 is @CCM_DSN.
„ Database table—Each table is mapped to a table alias. With a table alias, a
single formula can be used for multiple tables. For example, the table alias
iAgentPerformanceStat applies to iAgentPerformanceStat,
dAgentPerformanceStat, mAgentPerformanceStat, and
wAgentPerformanceStat tables.
„ Switch type—This concept applies to Contact Center Manager Servers
where the same tables have different database schemas based on switch
type. For example, the formulas shown for CS 1000/Meridian 1 switches
can differ from those shown for CS 2x00/DMS switches.

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Formula editor
Use the formula editor to create new formulas or modify user created formulas.
You can create new formulas by selecting the appropriate functions or operators
or by entering free-form text. Formula syntax is automatically validated prior to
saving. Formula syntax errors appear in the status bar. You can also manually
validate formula syntax when you create a formula.

You cannot modify standard formulas.

To launch the Formula Editor window, click the Formula Editor icon in the
toolbar.

Formula Editor window

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The following lists, boxes, and buttons are available in the Formula Editor
window.

Formulas list—Formulas appear under their relevant headings in the Formulas


list. Standard formulas appear under the Formulas heading. User created
formulas appear under the User Created Formulas heading. Formulas relating to
views appear under separate headings for each view, for example,
iAgentPerformanceStat formulas. Formulas are grouped as follows:
„ report formulas—These formulas appear on the report and are not
associated with a Report Creation Wizard formula on the Contact Center
Manager Administration server.
„ standard formulas—These are formulas in the Report Creation Wizard
database that have no database field in the formula text.
„ user-created formulas—These are formulas in the Report Creation
Wizard database that do not come with the Contact Center Manager
Administration server.
„ table-specific formulas—These are formulas in the Report Creation
Wizard database with at least one database field in the formula text.

For each table, a separate group of formulas is available. For example, if the
report includes the table iAgentPerformanceStat, then the group
iAgentPerformanceStat formulas appear.

Formula Name—The formula name appears here. You can modify formula
names in user created formulas only. When you create a new formula, enter the
formula name here.

Formula State—The formula state indicates whether a formula is valid or


invalid and whether it is a standard formula or a user created formula.

Formula Text—The code for the formula appears in the Formula Text box.

Fields—Fields from the Field Selection window appear here. Formulas do not
appear here. You can create formulas based on any field. Double-click a field to
add it at the current cursor position in the Formula Text box. A field example is
CallsAnswered, which is a database field that represents the number of answered
calls.

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For more information about Contact Center Manager Server or Contact Center
Multimedia database fields, see the Contact Center Manager Historical
Reporting and Data Dictionary.

Functions—These are functions that you can apply to a particular data type. A
function example is Average(CallsAnswered), which returns an average of the
calls answered value. Double-click a function to add it at the current cursor
position in the Formula Text box. For more information about functions, refer to
Contact Center Manager Administration online Help.

Operators—These are operators that you can use to complete formulas. An


operator example is Add(x + y). Double-click an operator to add it at the current
cursor position in the Formula Text box. For more information about operators,
see the Contact Center Manager Administration online Help.

New button—Click New to create a new formula.

Copy button—Click Copy to create a copy of an existing standard or user -


created formula. After you copy the formula, you can modify it.

Save button—Click Save to save and validate a new or modified formula.

Validate button—Click Validate to validate a new or modified formula. If an


error is found, the system returns an error. For example, if a formula contains the
syntax “Abcde” + 12345, the system returns an error as you cannot add a string
value to a numeric value. Syntax errors are also detected.

Delete button—Click Delete to delete a user created formula. You cannot delete
standard formulas.

Close button—Click Close to close a formula.

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Report sections and templates

Report Creation Wizard reports consist of five main sections:


„ Report header
„ Page header
„ Details
„ Page footer
„ Report footer

You cannot remove these sections from the report; however, you can suppress
them, which hides the section when the report is generated.

In addition, you can add Group sections, which consist of a group header and
group footer.

By default, Report Creation Wizard applies a formatting template to the reports.


This template adds the Nortel logo to the top right corner of the report. It also
adds a black line to the top of the report header section, the page header section,
and the page footer section.

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Report template

Report header
The report header section is printed once, at the beginning of the report, and
contains general information pertaining to the report, such as the report title,
report interval, site name, and table names.

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The following table lists the elements in the report header, copied from the
template, and provides a brief description for each element.

Report elements Description

Line Black line placed at the top of report.

Report Title The title of the report, as defined on the General –


Report Properties property page. The formula
@report_title is used to pass this data from
Historical Reporting.
Logo The Nortel logo.

Report Interval The collection period for the report. The formula
@report_interval is used to pass this data from
Historical Reporting.

Site Name The name of the site used for the report. The
formula @site_id_name is used to pass this data
from Historical Reporting.
Table Name The table names used to generate the report. The
formula @report_tablenames is used to pass this
data from Historical Reporting.

Page header
The page header section is printed at the beginning of each new page and
normally contains the column headings. When you add a data field or formula to
the report detail section of the report, a default heading for that field is added to
the page header section. You can edit the following heading properties, which
you can add to this section through Report Creation Wizard:
„ heading name
„ heading size
„ position
„ some basic formatting, such as applying bold or underline formatting to the
heading text

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The following table lists the elements in the page header and provides a brief
description for each element.

Report element Description

Line Black line placed at the top of each


page. This is copied from the
template.

Column headings For each element added to the Details


section of the report, a matching
column heading is added. You can
edit column headings.

Group headers and footers


The group header and footer sections are automatically added to the report when
you specify a grouping. The group header prints at the beginning of each new
group and the group footer prints at the end of each group.

Typically, the group header contains the group field details, while the group
footer contains the group summaries.

Details
The report detail section is the main body of the report and prints once for each
new record. This section typically contains fields or formulas related to the
selected database table or tables.

Page footer
The page footer section of the report prints at the bottom of each page and
contains the report file name, the print date, and the name of the person who
printed the report, along with the page number. The page number and file name
information appear by default on all reports. You cannot edit page number and
file name information through the Report Creation Wizard interface.

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The following table lists the elements in the page footer, copied from the
template, and provides a brief description for each element.

Report element Description

Line Black line placed at the bottom of


each page.
Report File Name The file path and file name of the
report.

Printed By The logon ID of the user who printed


the report.

Printed On The date and time the report was


printed.

Page Number Page N of M, where N is the current


page number and M is the total
number of pages.

Report footer
The report footer section of the report is printed once at the end of the report.
This section is typically used to display the report grand total summaries.

380 Contact Center Manager


October 2007 Report Creation Wizard

To customize the Report Creation Wizard


template

To customize the Report Creation Wizard template, you need Crystal Reports
10.

The Report Creation Wizard templates on the Contact Center Manager


Administration server are in the directory
<InstallDirectory>\Apps\Reporting\Historical\rpt\RCW\Report Templates,
where <InstallDirectory> represents the installation drive letter and directory
path.

The Report Creation Wizard provides a template for landscape report layouts
and a template for portrait report layouts. The two template files are:
„ RCWTabular_LS.rpt (landscape)
„ RCWTabular_PT.rpt (portrait)

The report template is applied to a report:


„ when a new report is initially created
„ each time the report layout is changed in the Configuration Settings page

The objects on the template are copied to the created report. This means changes
to the original templates do not automatically apply to existing reports. See
“Applying changes to existing reports” on page 386 for details.

Template objects
The object name identifies an object on a template. The object name must be
unique and is not case-sensitive. As an example, the object names Picture1,
picture1, and PICTURE1 are all the same.

Supervisor’s Guide 381


Report Creation Wizard Standard 9.07

When you apply a report template, Report Creation Wizard uses the object name
to determine if an object exists on the report. If the object name is not found on
the report, the object is added, using the settings and location specified in the
report template. If the object name is found on the report, the existing object is
replaced with the new object, using the settings and location specified in the
report template.

Viewing or modifying the object name in Crystal Reports


1 Right-click on the object and select Format <Object Name> from the
menu.
Result: The Format Editor appears.
2 Select the Common tab.

3 Verify or modify the value in the Object Name field.


4 Click OK.

To add new template objects


If you add a new object to the template, ensure that the object name is the same
for this object on both the landscape and portrait versions of the report template.

To update existing template objects


To replace existing template objects with new objects, the object name must be
the same as the previous template object. The following tables provide the
objects and object names for the report templates provided with Contact Center
Manager Administration.

382 Contact Center Manager


October 2007 Report Creation Wizard

Report Header
The following table lists the template objects in the report header section and the
unique object name for each.

Object Object name

@report_title reporttitle1

Logo Picture1
Report Interval: Text2

@begin_date_end_date_interval begindateenddateinterval1

Site Name: Text4

site_id_name siteidname2
Table Name: Text1

report_tablenames reporttablenames1

Page footer
The following table lists the report objects in the page footer section and the
unique object name for each.

Object Object name

File Path and Name FilePathandName1

Page N of M PageNofM1

Printed By: Text3

@Report_user Reportuser1

Printed On: Text5

@printed_date_time printedbydatetime1

Supervisor’s Guide 383


Report Creation Wizard Standard 9.07

Customizing the Report Creation Wizard template logo


You must update the logo on the portrait template and the landscape template.
Complete the following steps for each report template.
1 Open the Report Creation Wizard template.
2 In the report header section of the report, select and delete the Nortel logo.

3 From the menu toolbar click Insert > Picture to insert a new logo.
4 Click Browse and select the new image to add to the template.
5 Drag the image to the desired location on the report header.

384 Contact Center Manager


October 2007 Report Creation Wizard

6 Right-click on the image and select Format Graphic from the menu.
Result: The Format Editor window appears.

7 Select the Common tab.


8 Verify that the Object Name for the picture is Picture1. This ensures that
reports created with the original templates containing the Nortel logo
update when you edit them.
9 Click OK.
10 Save the report template.
The original templates are part of the Contact Center Manager
Administration installation. If your Contact Center Manager Administration
installer or system administrator reinstalls the Contact Center Manager
Administration software, you lose the template changes. A software update
may replace the lost files. It is best to make a backup copy of these files to
copy back to the Contact Center Manager Administration server if required.
For more information, see the Contact Center Manager Administration
Installation and Maintenance Guide.

Supervisor’s Guide 385


Report Creation Wizard Standard 9.07

Applying changes to existing reports


Changes you make to the report templates do not automatically copy to existing
reports. Complete the following steps for each report:
1 Open the report in Report Creation Wizard.
2 Click the Configuration icon.

3 Change the Report Layout. If the current setting is landscape, change it to


portrait. If the current setting is portrait, change it to landscape.
4 Click the Close button.
5 Click the Configuration icon.
6 Change the Report Layout back to the original setting.
7 Click the Close button.
8 Click the Preview icon to confirm that the changes are applied.

9 Click the Save icon to save the updated version of the report.

386 Contact Center Manager


Chapter 8

Emergency Help

In this chapter
Overview 388
Starting Emergency Help 389

Supervisor’s Guide 387


Emergency Help Standard 9.07

Overview

An agent might require assistance from the supervisor if, for example, a caller is
abusive. To contact the supervisor, agents can press Emergency on their
phoneset. When the button is pressed, the following events occur:
„ The Emergency button on the supervisor’s phoneset lights up.
„ If the supervisor is logged on to Emergency Help and has the Emergency
Help display open or minimized on the desktop, a line of data detailing the
emergency situation appears in the Emergency Help table. If the
Emergency Help display is minimized when the emergency situation
occurs, the display automatically maximizes on the supervisor’s desktop.

This chapter describes the main features of the Contact Center Manager
Administration Emergency Help component. For more detailed information, see
the Contact Center Manager Administration online Help.

388 Contact Center Manager


October 2007 Emergency Help

Starting Emergency Help

When you log on to the Contact Center Manager Administration server, you can
open the Emergency Help component from the main launchpad.

Starting the Emergency Help display


To view the Emergency Help, you must have the Emergency Help display open
and minimized or maximized on your desktop. If agents press Emergency on
their phoneset when you do not have the Emergency Help component open, you
do not see the Emergency Help details. If agents press Emergency on their
phonesets when the Emergency Help display is minimized on your desktop, the
display automatically maximizes.
1 To view the Emergency Help window, click Emergency Help on the main
launchpad, or on the Launchpad menu from any Contact Center Manager
Administration component.
Result: The Emergency Help window appears.

Supervisor’s Guide 389


Emergency Help Standard 9.07

2 On the system tree, click the server on which you want to view the
Emergency Help.
Result: The Emergency Help window for that server appears.

The window shows the name, logon ID, and position ID of the agent who
pressed the Emergency key. While the emergency situation is in effect, the
agent’s status is Active. The window also shows the time when the emergency
situation begins and ends.

You can print the list of agents in this window by clicking Print. You can also
export snapshots of the Emergency Help displays as HTML files to the Contact
Center Manager Administration server by clicking Export. You can use this
snapshot data for future reference.

For more information about Emergency Help and for step-by-step procedures,
see the Contact Center Manager Administration online Help.

390 Contact Center Manager


October 2007 Emergency Help

When an emergency is resolved


When the emergency is resolved and the agent presses the Emergency key again,
the agent’s status in the Emergency Help window changes to Closed, and the
time when the situation ended appears.

Supervisor’s Guide 391


Emergency Help Standard 9.07

392 Contact Center Manager


Chapter 9

Troubleshooting

In this chapter
Overview 394
Section A: General troubleshooting items 395
Section B: Contact Center Management 405
Section C: Access and Partition Management 409
Section D: Historical Reporting 411
Section E: Real-Time Reporting 425
Section F: Report Creation Wizard 439

Supervisor’s Guide 393


Troubleshooting Standard 9.07

Overview

This chapter provides simple investigative tips to use when solving problems
that can arise during daily contact center operation. This section is not intended
as a comprehensive troubleshooting guide, but as a guideline for supervisors
who experience difficulty in completing their normal functions.

394 Contact Center Manager


October 2007 Troubleshooting

Section A: General troubleshooting


items

In this section
Display problems on the client PC 396
Problems while running two sessions on one client PC 397
Problems with Select All 398
Contents from about:blank Web site are blocked by IE Enhanced Security
Configuration 400
Cannot launch windows in CCMA; pop-up windows are blocked 401
Contact Center Manager Administration logon screen displays
ERROR:UNKNOWN! 403

Supervisor’s Guide 395


Troubleshooting Standard 9.07

Display problems on the client PC

If the layout of the Web interface in Contact Center Manager Administration is


distorted, follow these steps.

Checking the display settings of your computer


1 Click Start > Settings > Control Panel.
2 Double-click the Display icon.
3 On the Settings tab, drag the slider in the Desktop area box until the value
reads at least 1024 x 768 pixels (it cannot be lower than this value).
4 From the Font size list, select Small Fonts.
5 Click OK to save your changes.

Setting the font size in Internet Explorer


In Internet Explorer, on the View menu, click Text Size > Medium.

Resizing the font


If the text or content displayed in Internet Explorer is too large for the window,
and you cannot resize the window, do the following:
In Internet Explorer, on the View menu, click Text Size > Smaller or Text Size >
Smallest.

396 Contact Center Manager


October 2007 Troubleshooting

Problems while running two sessions on one


client PC

You run more than one Contact Center Manager Administration session at once
on the same client PC and experience difficulty.

Solution
For proper Contact Center Manager Administration functionality, you must not
run more than one Contact Center Manager Administration session at any given
time on a single client PC. In certain scenarios, if you run more than one session
simultaneously on a client PC (with different Contact Center Manager
Administration users), interference can occur between the sessions. In this
situation, you must close all open sessions but one.

Supervisor’s Guide 397


Troubleshooting Standard 9.07

Problems with Select All


(in Historical Reporting, Contact Center Management, and Access
and Partition Management)
Your client PC (or the Contact Center Manager Administration server if you use
it as a client PC) is running Windows Server 2003 (Enterprise or Standard
Edition). When you open certain pages in Contact Center Management, Access
and Partition Management, or Historical Reporting, you cannot use the Select
All button to select all agents, skillsets, or access classes, and the Submit button
remains unavailable when you click Select All. In addition, the Submit button
remains unavailable when you click individual agents, skillsets, or access
classes.

In Access and Partition Management, when you view a partition and you select a
user from the Members area, you cannot see the selected user’s details.

Solution
This problem occurs only on PCs running Windows Server 2003 and on PCs
used to connect to Contact Center Manager Administration. When Internet
Explorer is used on a Windows Server 2003 platform, it includes the new
Internet Explorer Enhanced Security Configuration, which is enabled by default.
This configuration is designed to decrease the exposure of the server to potential
attacks that can occur through Web content and application scripts.

One of the features of this configuration is to automatically block Web sites not
listed in the Trusted Sites zone. In Contact Center Manager Administration,
certain pages in Contact Center Management, Historical Reporting, and Access
and Partition Management that contain lists of agents, skillsets, and access
classes make use of a behind-the-scenes URL called about:blank to display the
information correctly. Even after you add the Contact Center Manager
Administration server URL as a Trusted Site (for example, http://
swcservername), you still need to add the about:blank URL as a Trusted Site as
well. Doing so ensures that the about:blank URL is not blocked by Internet
Explorer and that the Select All and Submit buttons function properly.

398 Contact Center Manager


October 2007 Troubleshooting

Adding the about:blank URL as a Trusted Site


1 On the client PC (or the Contact Center Manager Administration server if
you use it as a client PC) running Windows Server 2003, open Internet
Explorer.
2 From the menu bar, select Tools > Internet Options.
Result: The Internet Options window appears.
3 Click the Security tab.
4 Click the Trusted Sites icon.
5 Click Sites.
Result: The Trusted sites window appears.
6 Ensure that the Require server verification {https:} for all sites in this
zone check box is cleared.
7 In the Add this Web site to the zone box, type about:blank.
8 Click Add.
9 Ensure that about:blank appears correctly in the Web sites box.
10 Click OK to save your changes and return to the Internet Options window.
11 Click OK to close the Internet Options window.

Supervisor’s Guide 399


Troubleshooting Standard 9.07

Contents from about:blank Web site are


blocked by IE Enhanced Security
Configuration

You receive a message indicating that contents from the about:blank Web site
are blocked by the Internet Explorer Enhanced Security Configuration.

Solution
For the solution to this problem, see “Problems with Select All” on page 398.

400 Contact Center Manager


October 2007 Troubleshooting

Cannot launch windows in CCMA; pop-up


windows are blocked

When you attempt to launch a window in Contact Center Manager


Administration, the window does not open. You might be presented with a
message that states “Pop ups were blocked on this page.”

Solution
You have a pop-up blocker enabled on the client PC. To access all Contact
Center Manager Administration functions, you must disable pop-up blockers.
To disable Yahoo pop-up blockers, see “Turning off the Yahoo pop-up blocker”
on page 401. To disable Google pop-up blockers, see “Turning off the Google
pop-up blocker” on page 402. To disable the pop-up blocker that comes with
Windows XP Service Pack 2, see “Turning off the Windows XP Service Pack 2
pop-up blocker” on page 402.

Several pop-up blockers are available, and the procedure to disable them might
differ from the procedures listed here. For information about how to disable pop-
up blockers not listed here, contact the pop-up blocker provider.

Turning off the Yahoo pop-up blocker


1 Launch Internet Explorer.
2 On the Yahoo toolbar along the top of the browser window, position the
pointer over each of the buttons until you find the one with the tool tip Pop-
Up Blocker Is On or Pop-Up Blocker Is Off. The button is usually to the
left of the Highlight button.
3 Click the button with the tool tip Pop-Up Blocker Is On or Pop-Up Blocker
Is Off to expand the menu.
4 Ensure the option Enable Pop-Up Blocker is switched off.

Supervisor’s Guide 401


Troubleshooting Standard 9.07

Turning off the Google pop-up blocker


1 Launch Internet Explorer.
2 On the Google toolbar, usually found along the top of the browser window,
click the pop-up blocker icon.
Result: The icon now displays the text “Popups okay.”

Turning off the Windows XP Service Pack 2 pop-up blocker


Click Tools > Pop-up Blocker > Turn Off Pop-up Blocker.

402 Contact Center Manager


October 2007 Troubleshooting

Contact Center Manager Administration logon


screen displays ERROR:UNKNOWN!

When you attempt to launch Contact Center Manager Administration the logon
Screen displays ERROR: UNKNOWN!

Solution
Ensure that display settings for Internet Explorer are configured for Western
European (ISO).

Configuring Internet Explorer display settings for Western


European (ISO)
1 Open the Internet Explorer.
2 In Internet Explorer, select View > Encoding.
Result: The Encoding selection menu appears.
3 Ensure that Western European (ISO) is selected.
4 Close and reopen Internet Explorer to activate the changes.

Supervisor’s Guide 403


Troubleshooting Standard 9.07

404 Contact Center Manager


October 2007 Troubleshooting

Section B: Contact Center Management

In this section
“No Supervisors Defined” error messages appear in Contact Center
Management 406
Cannot remove user-defined partitions from agents in Contact Center
Management 407

Supervisor’s Guide 405


Troubleshooting Standard 9.07

“No Supervisors Defined” error messages


appear in Contact Center Management

You add supervisors through Contact Center Management and exit the
component. When you return to the component and select the same server in
Contact Center Manager Server on which you defined the supervisors, you find
that the supervisors are not there, and an error message appears stating “No
Supervisors Defined.”

Solution
Contact the administrator.

406 Contact Center Manager


October 2007 Troubleshooting

Cannot remove user-defined partitions from


agents in Contact Center Management

When you remove a user-defined partition from an agent in the Agent Details
window of Contact Center Management, a time out of Contact Center Manager
Administration can occur.

Solution
To remove agents from a user-defined partition, remove the agent from the
partition in the Access and Partition Management component instead of
removing the partition from the agent in the Agent Details window in the
Contact Center Management component.

Supervisor’s Guide 407


Troubleshooting Standard 9.07

408 Contact Center Manager


October 2007 Troubleshooting

Section C: Access and Partition


Management

In this section
Cannot view agents or skillsets in User Defined Partitions view 410

Supervisor’s Guide 409


Troubleshooting Standard 9.07

Cannot view agents or skillsets in User


Defined Partitions view

In the User Defined Partitions view of Access and Partition Management, you
cannot view agents or skillsets on a selected user-defined partition.

Investigation
Ask the administrator to ensure that all servers configured in Contact Center
Manager Administration are fully operational. If a partially operational server is
listed for the user-defined partition, a failure to display agent and skillset
information for the remaining servers can result.

410 Contact Center Manager


October 2007 Troubleshooting

Section D: Historical Reporting

In this section
Cannot access a report 412
Cannot print scheduled reports 414
Agent logon IDs appear instead of agent names in saved reports 416
Problems connecting to the data source in Historical Reporting 418
The Report Viewer is blank when launching an ad hoc report 419
Cannot synchronize imported reports: access denied on the network drive 420
Cannot synchronize imported reports; cannot copy to CCMA server 421
Cannot import custom report templates; ASP script timeout error occurs 422
Exporting large reports to PDF causes error message 423

Supervisor’s Guide 411


Troubleshooting Standard 9.07

Cannot access a report

You log on to a server on the system tree and you attempt to generate a report.
However, the report that you want to generate does not appear in any of the
folders on the system tree.

Investigation
To identify why the tree does not contain the report, answer the following
questions.

Question Yes No

Are you logged on to Check the Each type of server (CS 1000/Meridian 1
the correct server in next nodal and networking, CS 2x00/DMS,
the tree? question. NCC) contains specific types of standard
public report templates. If you do not see a
type of report template under one server, try
logging on to another server.
Is the report included Check the Ask your system administrator to include
in the partition next the report in the partition assigned to you.
assigned to you? question.

If the report is a user- Check the When you save a user-defined report in
defined report, are next your Private Report Templates folder, your
you logged on with question. user ID is stored with it. Only you can
the user ID of the access the report. If another user logs on to
user who created the the PC, they cannot access it. Therefore,
report? make sure that you log on as the user who
defined the report.

412 Contact Center Manager


October 2007 Troubleshooting

Question Yes No

If the report is a user- Check the When you save a user-defined report in
defined report, are next your Private Reports Template or Group
you logged on to the question. folder, the server name is stored with it. If
server on which the you log on to another server, you cannot
report was defined? access the report. Therefore, make sure you
log on to the server to which you connected
when you defined the report.

Can you generate the No further Contact your administrator for assistance.
report? action
required.

Supervisor’s Guide 413


Troubleshooting Standard 9.07

Cannot print scheduled reports

You scheduled a report to print. After the time to print elapsed, you find that no
report was generated.

Investigation
To identify why the scheduled report did not print, answer the following
questions.

Question Yes No

Did the administrator Check the Ask your administrator to configure a


configure a default next default network printer on the Contact
network printer on question. Center Manager Administration server. The
the Contact Center printer must be accessible to clients using
Manager Historical Reporting. For more information,
Administration see the Contact Center Manager
server? Administration Installation and
Maintenance Guide.

If the report is a user Check the Report the problem to the author of the
created report, are all next report.
data and formulas question.
valid?

If the report is a Check the Contact the network administrator to


network report, is the next determine whether you have access to the
network site question. network site, and to find out whether the
available? server is currently running.
Does the selection Check the Use the Report Properties window to check
criteria for the report next the Selection Criteria. Make sure that the
contain less than 300 question. number of entities selected is 300 or fewer.
entities?

414 Contact Center Manager


October 2007 Troubleshooting

Question Yes No

Is the IP address of Check the Scheduled reports are saved with the IP
the client PC next address of the server on which they were
unchanged? question. scheduled. If the server IP address changes,
you must reschedule the report to reflect the
new IP address.

Can you generate the No further Contact your administrator for assistance.
report? action
required.

Supervisor’s Guide 415


Troubleshooting Standard 9.07

Agent logon IDs appear instead of agent


names in saved reports

You open a private agent report for which you had chosen and saved agent
names from the selection criteria. However, upon opening the saved report,
instead of seeing the agent names in the Selected box, you see agent logon ID
numbers.

Solution
When you first open a report, the selection criteria defaults to the agent logon
IDs. However, the agent names that you select are saved with the report. To
view them, complete the following procedure.

Viewing agent names


With the report open in the Report Properties window, from the filter list in the
selection criteria area, select Agent Name again.

Result: The agent names that you originally chose replace the corresponding
agent logon IDs in the Selected box.

416 Contact Center Manager


October 2007 Troubleshooting

Network call-by-call reports are missing data

You generate a network call-by-call report, but the report does not contain
information about a call answered at the destination site during the selected
interval.

Investigation
This problem occurs if the clocks at the source and destination sites are not
synchronized. For example, a call is networked out from Toronto at 13:16:00
local time, and is answered in Chicago at 14:14:21 local time. In the Site
parameters, the Time Zone Relative to GMT is configured as follows.

Site Time Zone Relative to GMT

Toronto GMT-5
Chicago GMT-6

The Chicago administrator wants a Network Call By Call Statistics report with
details about this call, and requests a report for the period from 13:00:00 to
13:15:00 (after converting local time to the time zone of the source site). The
requested report does not contain any information about the desired call because
the Network Call By Call Statistics report contains information about calls
networked out from Toronto during this period only, and the call was actually
networked during the previous period.

To troubleshoot the problem, check and synchronize the clocks at the source and
destination servers.

For more information about time zones, see “Reports and time zones” on page
222.

Supervisor’s Guide 417


Troubleshooting Standard 9.07

Problems connecting to the data source in


Historical Reporting

You try to run historical reports, but when you connect to the server in Contact
Center Manager Server, you see an error message in the Ad-Hoc Report Viewer
window stating, “There is a problem connecting to the data source.”

Investigation
This problem can occur when the bindings order of the ELAN and Nortel server
subnet network cards on the server in Contact Center Manager Server is not set
up correctly. Your administrator must configure the bindings order of the
network interface cards so that the Nortel server subnet network card comes
first, then the ELAN network card, and then the virtual adapters for remote
access. For details, see the Contact Center Manager Administration Installation
and Maintenance Guide.

418 Contact Center Manager


October 2007 Troubleshooting

The Report Viewer is blank when launching an


ad hoc report

When you launch an ad hoc report, the Ad-hoc Report Viewer is blank.

Solution
You must install the required third-party files on the client PC for the Crystal
Reports viewer to function properly. For details, contact the administrator.

Supervisor’s Guide 419


Troubleshooting Standard 9.07

Cannot synchronize imported reports: access


denied on the network drive

When you try to synchronize a user-imported report, the following message


appears: “Access denied on the network drive.”

You are denied access to the network drive because the Contact Center Manager
Administration IIS directory security account (that is, IUSR_SWC) cannot read
the report template on the network drive.

The IUSR_SWC account cannot read the report template because of one of the
following issues:
„ The source report folder on the network drive is not shared with read
permissions for the IIS directory security account.
„ The Contact Center Manager Administration server is in a workgroup and
the network PC is in a domain or vice versa.

Solution
To view possible solutions, see the Contact Center Manager Administration
Installation and Maintenance Guide.

420 Contact Center Manager


October 2007 Troubleshooting

Cannot synchronize imported reports; cannot


copy to CCMA server

When you try to synchronize a user-imported report, the following message


appears: “Access denied: Cannot copy to the Contact Center Manager
Administration server.”

This issue can occur if either the report is currently running and synchronization
started at the same time, or during the last successful synchronization, the copied
report template file had read-only attributes on the network folder.

Solution
To view possible solutions, see the Contact Center Manager Administration
Installation and Maintenance Guide.

Supervisor’s Guide 421


Troubleshooting Standard 9.07

Cannot import custom report templates; ASP


script timeout error occurs

A major architecture change occurred from Crystal Reports 8.5 to Crystal


Reports 9 and later versions. From Crystal Reports 9 onwards, Crystal Reports
reports are Unicode-compliant. This might cause delay or failure when you
import and generate reports on Contact Center Manager Administration if the
report templates were created in Crystal Reports 8.5 or earlier.

Solution
Resave the report templates that you cannot import and that run on Crystal
Reports 8.5 or earlier in Crystal Reports 9 or Crystal Reports 10. After you
resave the report templates in Crystal Reports 9 or Crystal Reports 10, you can
import the report templates to Contact Center Manager Administration. For
details about how to resave report templates, see the Contact Center Manager
Administration Installation and Maintenance Guide.

Nortel recommends that only customers experiencing this issue perform this
procedure.

422 Contact Center Manager


October 2007 Troubleshooting

Exporting large reports to PDF causes error


message

When exporting a large report to PDF, the following error message appears:
“The report was not exported. The selected export format may be disabled on the
server.”

The error message appears if you attempt to export a report to PDF that has more
than 300 pages.

Solution
To export a report to PDF with more than 300 pages, use the page selection
fields to export reports in batches of 300 pages or less. For example, export page
1 to page 300 to PDF, and then import the remaining pages using ranges of 300
pages or less. Alternatively, you can schedule the report to export.

Supervisor’s Guide 423


Troubleshooting Standard 9.07

424 Contact Center Manager


October 2007 Troubleshooting

Section E: Real-Time Reporting

In this section
Cannot launch real-time displays 426
Real-time displays are blank 427
No names appear in real-time displays 431
New Web pages are replacing real-time displays in the same browser 432
Real-time displays crash when adding %Skillset_Abdnd_Aft_Th 433
Real-time displays crash when adding %Skillset_Abdnd_Aft_Th 433
Site does not appear in NCRTD when added by IP address 434
Modified agent names are not reflected in the Standard Agent display 435
Real-time displays do not work after rebooting or updating CCMA 436
New agents appear as UNKNOWN in real-time displays 437

Supervisor’s Guide 425


Troubleshooting Standard 9.07

Cannot launch real-time displays

When you log on to the client PC and try to launch a real-time display, it does
not launch.

Solution
In Contact Center Manager Administration, the system downloads and registers
a new RTDControl to the client PC when you launch a real-time display for the
first time. If you cannot launch real-time displays on a client PC, then it might be
because you have enforced user policies that deny access to the registry on the
PC, and, therefore, prevent the system from downloading and registering the
new RTDControl.
1 Log on to the client PC as the local administrator (or as a user with registry
permissions).
2 Open Contact Center Manager Administration.
3 Open the Real-Time Reporting component.
4 Launch a real-time display.
Result: The system downloads and registers the required RTDControl to
the client PC. Now regular users can log on to the client PC and launch
real-time displays.
5 Perform this procedure on every client PC on which real-time displays are
launched.

426 Contact Center Manager


October 2007 Troubleshooting

Real-time displays are blank

When you launch a real-time display, it contains no data.

Investigation
Check the following:
„ Ensure that the LAN/WAN supports multicast traffic by contacting your
network administrator to confirm that the routers have multicast
capabilities.
„ Verify that you can send and receive data between the server in Contact
Center Manager Server, the Contact Center Manager Administration
server, and the clients. For more information, see the Contact Center
Manager Administration Installation and Maintenance Guide.
„ Confirm that the Real-time Statistics Multicast (RSM) components are
sending data to the same IP multicast address.
„ Check the IP Receive address for the Contact Center Manager
Administration server. Make sure that it matches the IP Send multicast
address setting in Contact Center Manager Server. For more information,
see the Contact Center Manager Administration Installation and
Maintenance Guide.

Multicast and unicast icons in real-time displays


To help you troubleshoot problems with real-time displays, when you first
launch a display and while the system is retrieving data, an icon appears on the
display, identifying whether the Contact Center Manager Administration server
supports multicast clients, unicast clients, or both multicast and unicast clients.

Supervisor’s Guide 427


Troubleshooting Standard 9.07

The following graphic shows a display in which both icons appear, indicating
that the Contact Center Manager Administration server supports both multicast
and unicast. In cases where only one transmission method is enabled, only the
corresponding icon appears on the display.

After the display launches, the icon indicates the transmission mode used to
launch the display. The following graphic shows a display receiving data
through a unicast connection, a dedicated connection between the Contact
Center Manager Administration server and client PC.

If this display receives multicast data, a multicast icon appears at the top and
there is no direct connection to the Contact Center Manager Administration
server. Instead, the client listens to a shared multicast data stream.

Real-time displays can appear blank for a number of reasons, as described in the
following scenarios.

428 Contact Center Manager


October 2007 Troubleshooting

No unicast sessions available


This error normally appears on a client computer when an attempt to open a
unicast channel fails and the client is not receiving multicast data. From the error
message shown in the following graphic, you can see that the Contact Center
Manager Administration server supports both multicast and unicast clients, so
the implication is that this client is on a unicast-only segment of the network.
The absence of a unicast icon indicates that the unicast connection was not
successfully established and the client PC is not receiving data packets. In this
case, close the display and try to launch it again later.

No relevant data
The following window appears on a client computer when it is receiving data,
but the data is not relevant for the current display (for example, when the
information is not available within the user’s partition or the current filter blocks
the data from the display). The presence of the unicast icon indicates that a
unicast connection was successfully established and the client PC is receiving
data packets.

Supervisor’s Guide 429


Troubleshooting Standard 9.07

No data is available on the network


The following window appears on a client PC when it is not receiving any data.
No icon appears at the top of the window, indicating that the display is not
receiving any data. The Transmit Mode = Multicast note implies that the server
supports multicast only, but, in this case, the client PC is not receiving multicast
data. This might be the result of a network problem, or it might mean that the
server should support unicast, but it is not enabled. Report the problem to your
administrator so that they can check the Contact Center Manager Administration
server settings and enable unicast, if necessary. The administrator can also check
the network settings to determine why the client PCs cannot receive multicast
data.

The characters * and 0 appear in the display


Occasionally, the statistics in a real-time display might stop updating, and the
characters * and 0 appear instead of the variable fields, as shown in the
following graphic. In a unicast environment, this indicates that the server
stopped sending data to this client. You must close and reopen the display. In a
multicast environment, this indicates that the server may have stopped sending
the multicast stream. Run a trace on the Contact Center Manager Administration
server if the problem persists.

430 Contact Center Manager


October 2007 Troubleshooting

No names appear in real-time displays

The following symptoms appear in your real-time displays:


„ Agent names and answering skillset names appear as *UNKNOWN* in
agent real-time displays.
„ Route names appear as *UNKNOWN* in route real-time displays.
„ IVR queue names appear as *UNKNOWN* in IVR real-time displays.
„ Skillset and application names appear incorrectly in skillset and application
real-time displays.

Investigation
There might be a problem with the network settings or the configuration of your
DNS server, or there might be delays in the network causing timeouts.

Ensure that the network is functioning correctly, the DNS is configured correctly
on the Contact Center Manager Administration server, and the DNS is providing
responses within a reasonable time (for example, less than 10 seconds). For
more information, see the Contact Center Manager Administration Installation
and Maintenance Guide.

Supervisor’s Guide 431


Troubleshooting Standard 9.07

New Web pages are replacing real-time


displays in the same browser

When you view a display on your desktop, if you open a link to another Internet
site from Microsoft Outlook, the new Web page replaces the real-time display in
the same browser window.

Solution
To keep the real-time display open and launch links from Microsoft Outlook in a
new browser window, follow this procedure.

Launching links from Microsoft Outlook in a new browser window


1 In Internet Explorer, click Tools > Internet Options.
2 Click the Advanced tab.
3 Under Browsing, ensure that the Reuse windows for launching
shortcuts check box is not selected.
4 Click OK.

432 Contact Center Manager


October 2007 Troubleshooting

Real-time displays crash when adding


%Skillset_Abdnd_Aft_Th

If you add %Skillset_Aft_Abdn_Trshold to a custom formula, and then add the


custom formula to a real-time display, the real-time display crashes when you
try to run it. If you add %Skillset_Aft_Abdn_Trshold directly to a real-time
display, the real-time display launches without problem.

Solution
Add %Skillset_Aft_Abdn_Trshold directly to real-time displays.

Supervisor’s Guide 433


Troubleshooting Standard 9.07

Site does not appear in NCRTD when added


by IP address

When the administrator adds a Contact Center Manager Server in Configuration,


if the administrator adds the server by IP address instead of by server name (by
typing the IP address, not the server name, in the Server Name box), networked
sites do not appear in the network consolidated real-time displays.

Solution
Modify the server configuration by entering the server name. For more
information, see the Contact Center Manager Administrator’s Guide.

434 Contact Center Manager


October 2007 Troubleshooting

Modified agent names are not reflected in the


Standard Agent display

If you modify the first or last name of a logged of agent, log the agent on, and
then launch a Standard Agent display, the original agent name, not the modified
agent name, appears in the Standard Agent display.

Solution
Restart the Contact Center Manager Administration iceRTDService and
relaunch the Standard Agent display. For more information, see the Contact
Center Manager Administrator’s Guide.

Supervisor’s Guide 435


Troubleshooting Standard 9.07

Real-time displays do not work after rebooting


or updating CCMA

After rebooting or upgrading the Contact Center Manager Administration


server, real-time displays do not work. This can occur if adapters are not
available when the IceRTDService tries to bind to them.

Solution
To resolve the issue, contact your administrator.

436 Contact Center Manager


October 2007 Troubleshooting

New agents appear as UNKNOWN in real-time


displays

When you add new agents, they appear as UNKNOWN in real-time displays.

Investigation
This problem occurs if the administrator installs VERITAS Backup 9.1 on the
Contact Center Manager Administration server and does not change the default
port setting.

When you install VERITAS Backup 9.1, it uses the default TCP port setting of
10 000, which is also the default port for the Contact Center Manager
Administration Toolkit NameService. This conflict results in Contact Center
Manager Administration malfunctioning (administrative changes, such as agent
and skillset name changes, are not updated in real time, requiring you to restart
the ICERTDService to refresh the cache).

Solution
Contact your administrator.

Supervisor’s Guide 437


Troubleshooting Standard 9.07

438 Contact Center Manager


October 2007 Troubleshooting

Section F: Report Creation Wizard

In this section
Cannot obtain or release a license 440
Launching RCW: Crystal RAS service fails to start 441
RCW reports fail to run in Historical Reporting 442
Cannot view agents or skillsets in User Defined Partitions view 410
Fonts are missing in Report Creation Wizard 444

Supervisor’s Guide 439


Troubleshooting Standard 9.07

Cannot obtain or release a license

Intermittently, the Contact Center Manager Administration License Manager


Service cannot grant a license or cannot release a license. This is because the
Contact Center Manager Administration License Manager Server grace period
for Report Creation Wizard is not fully functional.

Solution
Restart the License Manager on the Contact Center Manager Server and restart
the Contact Center Manager Administration License Manager Services on the
Contact Center Manager Administration server.

Restarting the License Manager


1 On the Contact Center Manager Server, select Start > All Programs >
Administrative Tools > Services.
Result: The Services window appears.
2 Select the Extended tab.
3 On the Extended page, in the list, select CC License Manager.
4 Click the Restart link to restart the service.
5 From the menu, select File > Close to close the Services window.

Restarting the License Manager Services


1 On the Contact Center Manager Administration server, select Start > All
Programs > Administrative Tools > Services.
Result: The Services window appears.
2 Select the Extended tab.
3 On the Extended page, in the list, select CCMA LMService.
4 Click the Restart link to restart the service.
5 From the menu, select File > Close to close the Services window.

440 Contact Center Manager


October 2007 Troubleshooting

Launching RCW: Crystal RAS service fails to


start

If Database Execution Prevention (DEP) is enabled for all programs and


services, when a user launches Report Creation Wizard, the following error
message appears: “Failed to create a new report document. Check that the
Crystal RAS service is running. Exception: failed to connect to server
“localhost”. Error returned from Windows Socket API: 0.”

Additionally, the Crystal Report Application Server service fails to start. If you
attempt to manually start the service, the following error message appears:

Solution
Nortel recommends that you configure DEP for essential Windows programs
and services only. For more information, see the Contact Center Manager
Administrator’s Guide.

Supervisor’s Guide 441


Troubleshooting Standard 9.07

RCW reports fail to run in Historical Reporting

If hardware-base DEP is enabled for all programs and services, then Report
Creation Wizard reports with Report Creation Wizard formulas fail to run in
Historical Reporting. These formulas depend on functions added to the Crystal
Reports framework using the Crystal User Function Library (CRUFL).

When a user runs a Report Creation Wizard report with Report Creation Wizard
formulas in Historical Reporting, the Report viewer window launches but the
report does not appear. In addition, a warning message appears in the Event Log
under System. The message has a W3SVC source and is similar to the
following:

If rapid-fail protection is enabled for the application pool, the application pool is
automatically disabled. This stops all applications configured to run in the same
application pool from running. By default, Contact Center Manager
Administration server is installed to run in the pool DefaultAppPool. If rapid-fail
protection occurs, an error message appears in the Event Log under System. The
message has a W3SVC source and is similar to the following:

442 Contact Center Manager


October 2007 Troubleshooting

Solution
Nortel recommends that you configure DEP for essential Windows programs
and services only. For more information, see the Contact Center Manager
Administrator’s Guide.

Supervisor’s Guide 443


Troubleshooting Standard 9.07

Fonts are missing in Report Creation Wizard

Fonts are missing from the font list on the Configuration Settings page and the
Report Layout page in Report Creation Wizard.

Investigation
The available fonts in Report Creation Wizard are the fonts installed on the
Contact Center Manager Administration server. Verify with the administrator
that the installed fonts meet the following requirements:
„ The font must be a TrueType font.
„ The font must support the following styles: regular, bold, italic, underlined,
and strikethrough.
„ The font must support ANSI or Symbol character sets. The font can also
support other character sets, such as ShiftJIS or ChineseBig5.

Fonts installed on the Contact Center Manager Administration server that do not
meet these requirements are not available in Report Creation Wizard.

444 Contact Center Manager


Appendix A

Report definitions

In this chapter
Overview 446
Common Definitions 447
CS1000 (M1), CS2x00 (DMS), and SIP_CC 448
Multimedia (CCMM) 455
Network Consolidated (NCC) 457

Supervisor’s Guide 445


Report definitions Standard 9.07

Overview

Report Creation Wizard provides report templates that you can use to create
reports. This section lists all of the report templates and provides a description
for each one.

446 Contact Center Manager


October 2007 Report definitions

Common Definitions

The Common Definitions folder appears when you launch Report Creation
Wizard from any server. The Common Definitions folder contains the License
Manager folder.

License Manager
The License Manager folder contains the License Usage Stat report definition.

See the following views in the


Contact Center Manager
Report Historical and Reporting Data
definition Description Dictionary

License Usage Provides a summary of license „ LicenseStat


Stat usage historical statistics,
including the feature, the client IP
address, and the maximum
number of used licenses.

Supervisor’s Guide 447


Report definitions Standard 9.07

CS1000 (M1), CS2x00 (DMS), and SIP_CC

Each switch type lists the report definitions available on a Contact Center
Manager Server. When you launch Report Creation Wizard from a Contact
Center Manager Server, the switch type determines which folder is available.
For example, if the switch type is Communication Server 2x00/DMS, then the
CS2x00 (DMS) folder appears, while the CS1000 (M1) and SIP_CC folders are
unavailable.

Not all report definitions are available for each switch type. Differences, if
applicable, are noted for each report definition.

Agent Performance
The Agent Performance folder contains the following report definitions:

See the following views in the


Contact Center Manager
Report Historical and Reporting Data
definition Description Dictionary

Agent By Provides summary performance „ AgentByApplicationStat


Application data for each application and for „ ApplicationStat
Performance Stats each agent that handled a contact
from that application

Agent By Skillset Provides summary performance „ AgentBySkillsetStat


Performance Stats data for each skillset and for each „ SkillsetStat
agent that handled a contact from
that skillset.

Agent Login Provides detailed information „ eAgentLoginStat


Logout Stats about the distribution of an agent's
time during work hours.

Agent Provides summary performance AgentPerformanceStat


Performance Stats measurement information for
Contact Center Manager agents.

448 Contact Center Manager


October 2007 Report definitions

Call By Call
The Call By Call folder contains the Call By Call report definition.

See the following views in the


Contact Center Manager
Report Historical and Reporting Data
definition Description Dictionary

Call By Call Provides detailed information on a „ eCallByCallStat


per-contact event basis.

Configuration
The Configuration folder contains the following report definitions:

See the following views in the


Contact Center Manager
Report Historical and Reporting Data
definition Description Dictionary

Activity Code Lists all of the configured activity „ AcitivityCode


Properties codes and their assigned names.

Activity Code Lists all of the configured activity „ AcitivityCode


Properties codes and their assigned names.

Agent By Lists all agents, reporting „ SupervisorAgentAssignment


Supervisor supervisor assignments, and
Properties associated supervisor
assignments. For more details, see
view in the Contact Center
Manager Historical and
Reporting Data Dictionary.

Agent Properties Lists all agents, agent properties, „ Agent


and agent supervisor assignments. „ SupervisorAgentAssignment
For more details, see in the
Historical and Reporting Data
Dictionary.

Supervisor’s Guide 449


Report definitions Standard 9.07

See the following views in the


Contact Center Manager
Report Historical and Reporting Data
definition Description Dictionary

Agent Skillset Lists agent-to-skillset assignments „ ScheduledSkillsetAssignment


Assignment and their properties.
Agent Skillset Lists agent properties, skillset „ Agent
Properties properties, and the skillsets „ Skillset
assigned to the agents.
„ SkillsetByAgent

Agent Supervisor Lists agent-to-supervisor „ SupervisorAgentAssignment


Assignment assignments and their properties. „ ScheduledSupervisorAssignmen
t

Application Shows the relationship between „ ApplicationByScript


Script Properties application scripts.

Application Lists all applications and „ Application


Template properties, and all application „ ApplicationThresholdTemplate
Properties threshold classes and properties.

CDN Properties Lists the CDNs, CDN names, and „ CDN


CDN statuses.

Database View Shows all of the database views „ Views


Definitions available in the Contact Center
Manager database.
DNIS Properties Shows the DNIS numbers and „ DNIS
their properties.

IVR Queue and Lists the voice ports and „ IVRPort


Port Properties properties, the IVR ACD-DNs „ IVRQueue
and properties, and the IVR
threshold classes and properties. „ IVRThresholdTemplate

Logged In Agent Lists agents and agent properties. „ Agent


Position ID „ eAgentLoginStat

450 Contact Center Manager


October 2007 Report definitions

See the following views in the


Contact Center Manager
Report Historical and Reporting Data
definition Description Dictionary

Real Time Lists real-time display definitions, „ RealTimeColumn


Template column definitions, general „ RealTimeTemplate
Properties properties, and custom formulas.

Route Properties Not available for CS 2x00/DMS. „ Route


Lists the routes and properties, „ RealThresholdTemplate
and the route threshold classes
and properties.

Script Variable Lists the script variables. „ ScriptVariables


By Script

Script Variable Lists the script variables and their „ ScriptVariableProperties


Properties properties. „ ScriptVariables
Skillset Properties Lists all skillsets and their general „ Agent view
properties. „ Skillset view
„ SkillsetByAgent view

Supervisor Lists all Contact Center Manager „ Supervisor view


Properties supervisors and their general „ SupervisorAgentAssignment
properties. view
Telephone Not available for CS 2x00/DMS. „ PhonesetDisplay
Display Lists the configured telephone
Properties display types and their general
properties.

Supervisor’s Guide 451


Report definitions Standard 9.07

Network
The Network folder contains the following report definitions:

See the following views in the


Contact Center Manager
Report Historical and Reporting Data
definition Description Dictionary

Application Stats Provides summary performance „ ApplicationStat


data for each application.

DNIS Stats Provides summary information „ DNISStat


for each DNIS.

Network Provides summary information „ NetworkInCallStat


Incoming Calls for all incoming Network Skill-
Based Routing contacts received
at a site.

Network Out Provides summary information „ NetworkOutStat


Going Calls for all outgoing Network Skill-
Based Routing contacts received
at a site.

Route Stats Not available for CS 2x00/DMS. „ RouteStat


Provides summaries of all
occurrences of all trunks busy,
and network outcall blocked
information for each route.

Skillset Stats Provides summary performance „ SkillsetStat


data based on a combination of
skillset and application contact
information.

452 Contact Center Manager


October 2007 Report definitions

Other
The Other folder contains the following report definitions:

See the following views in the


Contact Center Manager
Report Historical and Reporting Data
definition Description Dictionary

Activity Code Provides summary information „ ActivityCodeStat


Stats for each activity code. Activity
code statistics identify the contact
types handled by an agent, and
provide detailed information
about how Not Ready time is
spent. You can use these statistics
to monitor an agent’s work and
time distribution within a work
day.
Application Stats Provides summary performance „ ApplicationStat
data for each application.

CDN Stats Provides summary contact traffic „ CDNStat


information for each configured
CDN (route point) on the server.

DNIS Stats Provides summary information DNISStat


for each DNIS.

IVR Port First Provides detailed information eIVRPortLoginStat


Login – Last about how an IVR port time is
Logout distributed while in service and
out of service.

IVR Port Stats Provides summary performance IVRPortStat


measurement information for IVR
ports.

Supervisor’s Guide 453


Report definitions Standard 9.07

See the following views in the


Contact Center Manager
Report Historical and Reporting Data
definition Description Dictionary

IVR Stats Provides summary performance IVRStat


measurement information for the
port resources of IVR queues.

Ran Music Route Provides summary resource usage RanMusicRouteStat


Stats information for each RAN and
music route.

Route Stats Not available for CS 2x00/DMS. RouteStat


Provides summaries of all
occurrences of all trunks busy,
and network outcall blocked
information for each route.

Skillset Stats Provides summary performance SkillsetStat


information based on a
combination of skillset and
application contact information.

Trunk Stats Not available for CS 2x00/DMS. TrunkStat


Provides summary trunk resource
usage information.

454 Contact Center Manager


October 2007 Report definitions

Multimedia (CCMM)

The Multimedia (CCMM) folder contains the available report definitions for
Contact Center Multimedia. This folder is available if you launch Report
Creation Wizard from a Contact Center Manager Server with an associated
Contact Center Multimedia server.

Multimedia (CCMM)
The Multimedia (CCMM) folder contains the following report definitions:

See the following views in the


Contact Center Manager
Report Historical and Reporting Data
definition Description Dictionary

Contacts Provides the total number of „ ContactsOutstanding


Outstanding outstanding contacts and details
Drilldown for each skillset.

Contacts Provides the total number of „ ContactsOutstandingSumm


Outstanding outstanding contacts for each
Summary skillset.

Multimedia (CCMM) > Outbound


The Multimedia (CCMM) > Outbound folder contains the following report
definitions:

See the following views in the


Contact Center Manager
Report Historical and Reporting Data
definition Description Dictionary

Campaign Agent Lists the answers provided for „ CampaignAgentScriptResultsCa


Script Data each outbound contact question. llByCall

Supervisor’s Guide 455


Report definitions Standard 9.07

See the following views in the


Contact Center Manager
Report Historical and Reporting Data
definition Description Dictionary

Campaign Call Provides the details for each „ CampaignCallByCallDetails


by Call Data outbound contact.
Campaign Provides the total number of „ CampaignSummary
Summary Data outbound contacts by disposition
code.
Script Summary Lists the questions and details for „ ScriptSummary
each script.

456 Contact Center Manager


October 2007 Report definitions

Network Consolidated (NCC)

The Network Consolidated (NCC) folder contains the available report


definitions for a Network Control Center (NCC) server. This folder is available
when you launch Report Creation Wizard from an NCC server.

Call By Call
The Call By Call folder contains the Network Call By Call report definition.

See the following views in the


Contact Center Manager
Report Historical and Reporting Data
definition Description Dictionary

Network Call By Provides detailed information for „ eNetCallByCallStat


Call contact events that occur at the
destination site.

Network Consolidated (NCC) > Configuration


The Network Consolidated (NCC) > Configuration folder contains the following
network report definitions:

See the following views in the


Contact Center Manager
Report Historical and Reporting Data
definition Description Dictionary

Network Skillset Lists all of the network skillsets „ NCCNetworkSkillset


Routing and their properties. „ NCCRankingAssignment
Properties

Network Table Lists the Network Control Center „ NCCNetworkSkillset


Routing table routing assignments. „ NCCRanking
Assignments

Supervisor’s Guide 457


Report definitions Standard 9.07

Network Consolidated (NCC) > Other folder


The Network Consolidated (NCC) > Other folder contains the following
network report definitions:

See the following views in the


Contact Center Manager
Report Historical and Reporting Data
definition Description Dictionary

Network Provides summary performance „ AppConStat


Application data for each application for all
Consolidated destination sites.
Statistics

Network DNIS Provides summary information „ DNISConStat


Consolidated for each DNIS for all destination
Statistics sites.

Network In Call Provides summary information „ NetInCallConStat


Consolidated for all incoming Network Skill-
Statistics Based Routing contacts received
at all destination sites.

Network Out Provides summary information „ NetOutConStat


Consolidated for all outgoing Network Skill-
Statistics Based Routing contacts received
at all destination sites.
Network Skillset Provides summary performance „ SkillsetConStat
Consolidated information based on a
Statistics combination of skillset and
application contact information
for all destination sites.

458 Contact Center Manager


Glossary

A accelerator key
A key on a phoneset that an agent can use to place a call quickly. When an agent
presses an accelerator key, the system places the call to the configured number
associated with the key. For example, if an agent presses the Emergency key, the
system places a call to the agent’s supervisor.

ACCESS
An internal protocol used by Contact Center Manager Server to directly control
some of the voice services available on the CallPilot or Meridian Mail platform.

access class
A collection of access levels that defines the actions a member of the access
class can perform within the system. For example, a member of the
Administrator access class might be given a collection of Read/Write access
levels.

access level
A level of access or permission given to a particular user for a particular
application or function. For example, a user might be given View Only access to
historical reports.

ACCESS link
A communication channel between Contact Center Manager Server and
CallPilot or Meridian Mail.

ACCESS voice port


A voice port controlled by the ACCESS link.

ACD call
See automatic call distribution call.

ACD-DN
See automatic call distribution directory number.

Supervisor’s Guide 459


Glossary Standard 9.07

ACD group
See automatic call distribution group.

ACD routing table


See automatic call distribution routing table.

ACD subgroup
See automatic call distribution subgroup.

acquired resource
A resource configured on the switch under the control of Contact Center
Manager Server. Resources must be configured with matching values on both
the switch and Contact Center Manager Server.

activated script
A script that is processing calls or is ready to process calls. Before you can
activate a script, you must first validate it.

active server
In a system with a Replication Server, the server providing call processing and
administration services.

activity code
A number that agents enter on their phoneset during a call. Activity codes
provide a way of tracking the time agents spend on various types of incoming
calls. They are also known as Line of Business (LOB) codes. For example, the
activity code 720 might be used to track sales calls. Agents can then enter 720
on their agent desktop applications during sales calls, and this information can
be generated in an Activity Code report.

adapter
Hardware required to support a particular device. For example, network adapters
provide a port for the network wire. Adapters can be expansion boards or part of
the computer’s main circuitry.

administrator
A user who sets up and maintains Contact Center Manager and Contact Center
Multimedia.

460 Contact Center Manager


October 2007 Glossary

agent
A user who handles inbound and outbound voice calls, e-mail messages, and
Web communications.

agent logon ID
A unique identification number assigned to a particular agent. The agent uses
this number when logging on. The agent ID is not associated with any particular
phoneset.

agent priority per skillset


Each agent has a priority per skillset. This priority represents their skill level
within the skillset. This priority is used only in queuing the agent in the idle
agent queues, thus allowing agents with greater priority in a skillset to be
presented with calls before agents of lesser priority. Agent priority per skillset
has a range of 1 to 48, with 1 having the greatest priority. Agent priority per
skillset is not used to determine which request to present to an idle agent when
the agent qualifies for more than one queue request. That presentation is based
solely on the calls’ attributes.

agent-to-skillset assignment
A matrix that, when you run it, sets the priority of one or more agents for a
skillset. Agent to skillset assignments can be scheduled.

agent-to-supervisor assignment
A matrix that, when you run it, assigns one or more agents to specific
supervisors. Agent to supervisor assignments can be scheduled.

AIP
Advanced I/O Processor

alias
See e-mail alias.

AML
See Application Module Link.

ANI
See automatic Number Identification.

Supervisor’s Guide 461


Glossary Standard 9.07

API
See application program interface.

application
1. A logical entity that represents a Contact Center Manager script for reporting
purposes. The Master script and each primary script have an associated
application. The application has the same name as the script it represents. 2. A
program that runs on a computer.

Application Module Link


An internal protocol used by Contact Center Manager Server to communicate
directly with the switch.

application program interface


A set of routines, protocols, and tools that programmers use to develop software
applications. APIs simplify the development process by providing commonly
used programming procedures.

application server
The server on which the Contact Center Manager Administration software is
installed. This server acts as the middle layer that communicates with Contact
Center Manager Server and makes information available to the client PCs.

associated supervisor
A supervisor who is available for an agent if the agent’s reporting supervisor is
unavailable. See also reporting supervisor.

automatic call distribution


A means of automatically distributing an organization’s incoming calls among a
number of answering positions (ACD agents). Automatic call distribution is
useful in operations where callers want a service rather than a specific person.
Calls are serviced in the order they arrive and are distributed so that the
workload at each answering position is approximately equal.

automatic call distribution call


A call to an ACD-DN. ACD calls are distributed to agents in an ACD group
based on the ACD routing table on the switch. See also automatic call
distribution directory number.

462 Contact Center Manager


October 2007 Glossary

automatic call distribution directory number


A primary or supplementary DN associated with an ACD group. Calls made to
an automatic call distribution directory number are distributed to agents
belonging to the group, based on the ACD routing table on the switch.

automatic call distribution group


An entity defined on the switch for the purpose of call distribution. When a
customer dials an ACD group, the call is routed to any agent who is a member of
that group.

automatic call distribution routing table


A table configured on the switch that contains a list of ACD-DNs used to define
routes for incoming calls. This ensures that incoming calls not processed by
Contact Center Manager Server are queued to ACD groups and handled by
available agents.

automatic call distribution subgroup


An entity defined on the switch to assign supervisory responsibilities. Each
subgroup has one supervisor phoneset and a number of agent phonesets
associated with it. Agents can log on to any phoneset within their ACD
subgroup. The supervisor must log on to the supervisor phoneset to monitor
assigned agents.

automatic Number Identification


A telephony feature that provides the originating local telephone number of the
caller.

auto-response
A message sent to a customer with no agent interaction. An auto-response can
be an intelligent response, such as a sales promotion flyer, or an
acknowledgement, such as, “We received your e-mail and will respond to you
within three days.”

B basic call
A simple unfeatured call between two 2500 phonesets, on the same switch,
using a four-digit dialing plan.

Supervisor’s Guide 463


Glossary Standard 9.07

BBUA
Back-to-Back User Agent

C call age
The amount of time a call waits in the system before being answered by an
agent.

call destination
The site to which an outgoing network call is sent. See also call source.

Calling Line Identification


An optional service that identifies the telephone number of the caller. This
information can then be used to route the call to the appropriate agent or skillset.
The CLID can also be displayed on an agent’s phoneset.

call intrinsic
A script element that stores call-related information assigned when a call enters
Contact Center Manager Server. See also intrinsic, skillset intrinsic, time
intrinsic, traffic intrinsic.

call presentation class


A collection of preferences that determines how calls are presented to an agent.
A call presentation class specifies whether a break time between calls is allowed,
whether an agent can put DN calls on hold for incoming ACD calls, and whether
an agent phoneset displays that the agent is reserved for a network call.

call priority
The priority given to a request for a skillset agent in a QUEUE TO SKILLSET
or QUEUE TO NETWORK SKILLSET script element. This priority is used
only in queuing a pending request in the pending request queue corresponding to
the required skillsets. This allows pending requests with greater priority in a
skillset to be presented to agents before calls of lesser priority. Call priority has a
range or 1 to 6, with 1 having the greatest priority. Six priorities are used to fully
support the many queuing variations provided by existing NACD functionality.
Call priority is maintained at target nodes for network call requests.

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Call Request Queue Size


Sets the maximum queue size for network skillsets. When the set maximum is
reached, the queue rejects calls. For Network Skill-Based Routing, Call Request
Queue Size (CRQS) is configured in Contact Center Manager Administration. If
the NACD fallback or the Queue_to_NACD script command is used, CRQS
must be configured in LD23 on the switch. See also Flow Control Threshold.

call source
The site from which an incoming network call originates. See also call
destination.

call treatment
A script element that enables you to provide handling to a call while it is waiting
to be answered by a contact center agent. For example, a caller can hear a
recorded announcement or music while waiting for an agent.

call variable
A script variable that applies to a specific call. A call variable follows the call
through the system and is passed from one script to another with the call. See
also global variable, script variable.

CallPilot
A multimedia messaging system you can use to manage many types of
information, including voice messages, fax messages, e-mail messages,
telephone calls (including conferencing), calendars, and directories.

campaign
See outbound campaign.

CAT
Channel Allocation Table

CCR
customer controlled routing

CDN
See controlled directory number.

Supervisor’s Guide 465


Glossary Standard 9.07

central processing unit


The component of a computer that performs the instructions of computer
programs. Also known as a processor or microprocessor.

centum call seconds


A measure of call traffic density that represents one call in one channel for 100
seconds in 1 hour.

CLAN
See Customer Local Area Network.

CLAN subnet
See enterprise IP network.

CLID
See Calling Line Identification.

client
The part of Contact Center Manager Server that runs on a personal computer or
workstation and relies on the server to perform some operations. Two types of
client are available: Server Utility and Contact Center Manager Administration.
See also server.

closed reasons
An item configured in Contact Center Multimedia to indicate the result of a
completed e-mail contact. Agents choose a closed reason, and this information
can be generated in a report.

command
A building block used with expressions, variables, and intrinsics to create
scripts. Commands perform distinct functions, such as routing a call to a specific
destination, playing music to a caller, or disconnecting a caller.

Communication Control Toolkit


A client/server application that integrates a telephone on a user’s desktop with
client- and server-based applications.

466 Contact Center Manager


October 2007 Glossary

Communication Server 1000 Telephony Manager


A Nortel application used for Private Branch Exchange (PBX) management.

Computer Telephony Integration


An application that enables a computer to control telephone calls.

Conditionally Toll Denied


Allowed access for calls placed through Basic/Network Alternate Route
Selection and Coordinated Dialing Plan.

Contact Center Agent Desktop


An agent tool that contact center agents can use to provide intelligent and
personalized customer care. Agents use a personal computer to access the
telephony and multimedia functions.

Contact Center Manager


A client/server contact center solution for varied and changing business
requirements. It offers a suite of applications that includes call processing and
agent handling, management and reporting, networking, and third-party
application interfaces.

Contact Center Manager Administration


A browser-based tool for contact center administrators and supervisors used for
managing and configuring a contact center and its users, defining access to data,
and viewing real-time and historical reports. The Contact Center Manager
Administration software is installed on an application server. See also Contact
Center Manager Administration server.

Contact Center Manager Administration server


The server on which the Contact Center Manager Administration software is
installed. This server acts as the middle layer that communicates with Contact
Center Manager Server and makes information available to the client PCs.

Contact Center Manager Server


This server is responsible for functions such as the logic for call processing, call
treatment, call handling, call presentation, and the accumulation of data into
historical and real-time databases.

Supervisor’s Guide 467


Glossary Standard 9.07

Contact Center Manager Server call


A call to a CDN controlled by Contact Center Manager Server. The call is
presented to the Incalls key on an agent’s phoneset.

Contact Center Multimedia server


A client/server contact center application that expands inbound telephony
capabilities to include outbound voice, e-mail, and Web communications.

Contact Center Standby server


The server that contains an up-to-date backup version of the Contact Center
Manager Server database for use if the active server fails. The database is kept
up-to-date by the Replication Server.

Contivity VPN Switch


A Nortel product that provides routing, firewall, bandwidth management,
encryption, authentication, and data integrity for secure tunneling across
managed IP networks and the Internet.

controlled directory number


A special directory number that allows calls arriving at the switch to be queued
when the CDN is controlled by an application such as Contact Center Manager
Server. When a call arrives at this number, the switch notifies the application
and waits for routing instructions, which are performed by scripts in Contact
Center Manager Server.

CPH
calls per hour

CPU
See central processing unit.

CRM
See Customer Relationship Manager.

CRQS
See Call Request Queue Size.

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October 2007 Glossary

CSL
Command and Status Link

CTD
See Conditionally Toll Denied.

CTI
See Computer Telephony Integration.

customer administrator
A user who maintains Contact Center Manager.

Customer Local Area Network


The LAN to which your corporate servers, third-party applications, and desktop
clients connects.

Customer Relationship Manager


An application that provides the tools and information that an organization
requires to manage its customer relationships.

D Data Execution Prevention


A set of hardware and software technologies that perform additional checks on
memory to help to protect against malicious code exploits. In Windows Server
2003 Service Pack 1, Data Execution Prevention is enforced by both hardware
and software.

database views
A logical representation of the database used to organize information in the
database for your use. Event statistics are accessible through database views.

DBMS
Database Management System

deacquire
To release an acquired switch resource from the control of the contact center.

Supervisor’s Guide 469


Glossary Standard 9.07

deactivated script
A script that does not process any new calls. If a script is in use when it is
deactivated, calls continue to be processed by the script until they are completed.

default activity code


The activity code assigned to a call if an agent does not enter an activity code
manually, or when an agent presses the activity code button twice on the
phoneset. Each skillset has a defined default activity code.

default skillset
The skillset to which calls are queued if they are not queued to a skillset or a
specific agent by the end of a script.

denial of service
An incident in which a user or organization is unable to gain access to a resource
that they can normally access.

DEP
See Data Execution Prevention.

Designer Patch
An emergency fix packaged to address specific individual Contact Center
software problems. Designer Patches are viewable from a patch viewer
application. Designer Patches are included in the next scheduled Service Update
or Service Update Supplementary. See also Service Update and Service Update
Supplementary.

desktop user
A configured user who can log on to the Contact Center Manager Server from a
client PC.

destination site
The site to which an outgoing network call is sent. See also source site.

DHCP
See dynamic host configuration protocol.

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October 2007 Glossary

Dial-Up Networking
See Remote Access Services.

Dialed Number Identification Service


An optional service that allows Contact Center Manager Server to identify the
phone number dialed by the incoming caller. An agent can receive calls from
customers calling in on different DNISs and, if the DNIS is displayed on the
phoneset, can prepare a response according to the DNIS.

DID
Direct Inward Dial

directory number
The number that identifies a phoneset on a switch. The directory number (DN)
can be a local extension (local DN), a public network telephone number, or an
automatic call distribution directory number (ACD-DN).

directory number call


A call presented to the DN key on an agent’s phoneset.

display threshold
A threshold used in real-time displays to highlight a value below or above the
normal range.

disposition code
An item configured in Contact Center Multimedia to indicate the result of a
completed outbound contact. Agents choose a disposition code, and this
information can be generated in a report.

Distant Steering Code


Used by the switch to route calls to their intended destination.

Distance Vector Multicast Routing Protocol


The multicast routing protocol used when multicast data recipients extend
beyond a single network. This protocol advertises the shortest-path route to the
networks on which a multicasting source resides.

Supervisor’s Guide 471


Glossary Standard 9.07

DMS
Digital Multiplex Switch

DN
See directory number.

DN call
See directory number call.

DNIS
See Dialed Number Identification Service.

DoS
See denial of service.

DP
See Designer Patch.

DSC
Distant Steering Code

DTMF
Dual Tone Multi Frequency

Dual Tone Multi Frequency


A method used by the telephone system to communicate the keys pressed when
dialing. Pressing a key on the phone's keypad generates two simultaneous tones,
one for the row and one for the column. These are decoded by the exchange to
determine which key was pressed.

DVMRP
See Distance Vector Multicast Routing Protocol.

dynamic host configuration protocol


A protocol for dynamically assigning IP addresses to devices on a network.

472 Contact Center Manager


October 2007 Glossary

dynamic link library


A library of executable functions or data that can be used by a Windows
application. Typically, a DLL provides one or more particular functions, and a
program accesses the functions by creating either a static or dynamic link to the
DLL. Several applications can use a DLL at the same time.

E EBC
See equivalent basic calls.

EIU
Ethernet Interface Unit

ELAN Subnet
See embedded local area network.

e-mail alias
An e-mail address that forwards all e-mail messages it receives to another e-mail
account. For example, the mailbox general@magscripts.com can have the
aliases carz@magsubscriptions.com and planez@magsubscriptions.com. E-mail
addressed to either of these aliases is forwarded to the general@magscripts.com
mailbox. To route e-mail differently depending on the alias to which it is
addressed, create a recipient mailbox as an alias in the Contact Center
Multimedia Administrator application and then create routing rules based on the
alias.

e-mail message contact


An incoming e-mail message handled intelligently using rules to route a contact
according to a skillset, send an auto-response, or close the contact.

e-mail rule
Determine how an e-mail contact is routed based on information about the
e-mail message (inputs) and configurations in your contact center (outputs).

embedded local area network


A dedicated Ethernet TCP/IP LAN that connects the Contact Center Manager
Server and the switch.

Supervisor’s Guide 473


Glossary Standard 9.07

Emergency key
A key on an agent’s phoneset that, when pressed by an agent, automatically calls
their supervisor to notify the supervisor of a problem with a caller.

enterprise IP network
Your entire IP network including the ELAN subnet and the Nortel server subnet.

equivalent basic calls


A measure of the telephone switch CPU real time required to process a basic
call. See also basic call.

event
1. An occurrence or action on Contact Center Manager, such as the sending or
receiving of a message, the opening or closing of an application, or the reporting
of an error. Some events are for information only, while others can indicate a
problem. Events are categorized by severity: information, minor, major, and
critical. 2. An action generated by a script command, such as queuing a call to a
skillset or playing music.

expression
1. A building block used in scripts to test for conditions, perform calculations, or
compare values within scripts. See also logical expression and mathematical
expression. 2. A category of disk drives that employs two or more drives in
combination for fault tolerance and performance. See also relational expression.

F FCTH
See Flow Control Threshold.

filter timer
The length of time after the system unsuccessfully attempts to route calls to a
destination site before that site is filtered out of a routing table.

firewall
A set of programs that protects the resources of a private network from external
users.

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first-level threshold
The value that represents the lowest value of the normal range for a statistic in a
threshold class. The system tracks how often the value for the statistic falls
below this value.

Flow Control Threshold


The number of calls required to reopen a closed network skillset queue. This
value must be less than the Call Request Queue Size. For Network Skill-Based
Routing, Flow Control Threshold (FCTH) is configured in Contact Center
Manager Administration. If the NACD fallback or the Queue_to_NACD script
command is used, FCTH must be configured in LD23 on the switch. See also
Call Request Queue Size.

G global settings
Settings that apply to all skillsets or IVR ACD-DNs configured on your system.

global variable
A variable that contains values that can be used by any script on the system. You
can only change the value of a global variable in the Script Variable Properties
sheet. You cannot change it in a script. See also call variable, variable.

GOS
See grade of service.

grade of service
The probability that calls are delayed by more than a certain number of seconds
while waiting for a port.

H HDX
See Host Data Exchange.

Host Data Exchange


A rich scripting language provided with Contact Center Manager to control
treatment of calls.

Supervisor’s Guide 475


Glossary Standard 9.07

HTTP
See Hypertext Transfer Protocol.

hundred call seconds


See centum call seconds.

Hypertext Transfer Protocol


The set of rules for transferring data on the World Wide Web.

I ICM
See Intelligent Call Manager.

IGMP
See Internet Group Management Protocol.

Incalls key
The key on an agent phoneset to which incoming ACD and Contact Center
Manager calls are presented.

Integrated Services Digital Network


A set of standards for transmitting digital information over ordinary telephone
wire and other media.

Integration Package for Meridian Link


A feature that integrates an IVR system with a switch.

Intelligent Call Manager


A high capacity contact center TCP/IP interface to the switch that enables the
exchange of messages between the switch and a remote host computer.

Interactive Voice Response


An application that allows telephone callers to interact with a host computer
using prerecorded messages and prompts.

Interactive Voice Response ACD-DN


A directory number that routes a caller to a specific IVR application. An IVR
ACD-DN must be acquired for non-integrated IVR systems.

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October 2007 Glossary

Interactive Voice Response event


A voice port logon or logoff. An IVR event is pegged in the database when a call
acquires or deacquires a voice port.

Internet Group Management Protocol


The multicast routing protocol used in a network that does not require the
delivery of multicast packets between routers or across networks. This protocol
transports the following information between host group members, hosts, and
routers:
„ client requests to join a group
„ messages about group membership sent by hosts to routers

Internet Protocol address


An identifier for a computer or device on a TCP/IP network. Networks use TCP/
IP to route messages based on the IP address of the destination. For customers
using NSBR, site IP addresses must be unique and correct. The format of an IP
address is a 32-bit numeric address written as four values separated by periods.
Each value can be 0 to 255. For example, 1.160.10.240 can be an IP address.

intrinsic
A word or phrase used in a script to gain access to system information about
skillsets, agents, time, and call traffic that can then be used in formulas and
decision-making statements. See also call intrinsic, skillset intrinsic, time
intrinsic, traffic intrinsic.

IP address
See Internet Protocol address.

IPML
See Integration Package for Meridian Link.

ISDN
See Integrated Services Digital Network.

IVR
See Interactive Voice Response.

Supervisor’s Guide 477


Glossary Standard 9.07

IVR ACD-DN
See Interactive Voice Response ACD-DN.

IVR event
See Interactive Voice Response event.

IVR port
See voice port.

L LAN
See local area network.

Line of Business code


See activity code.

LOB code
See activity code.

local area network


A computer network that spans a relatively small area. Most LANs connect
workstations and personal computers and are confined to a single building or
group of buildings.

local call
A call that originates at the local site. See also network call.

local skillset
A skillset that can be used at the local site only. See also network skillset,
skillset.

logical expression
1. A symbol used in scripts to test for different conditions. Logical expressions
are AND, OR, and NOT. See also expression, mathematical expression. 2. A
category of disk drives that employs two or more drives in combination for fault
tolerance and performance. See also relational expression.

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October 2007 Glossary

M M1
Meridian 1 switch

M1 IE
Meridian 1 Internet Enabled switch

mailbox
See recipient mailbox.

Management Information Base


A data structure that describes the collection of all possible objects in a network.
Each managed node maintains one or more variables (objects) that describe its
state. Contact Center Manager Server Management Information Bases (MIB)
contribute to the overall network MIB by:
„ identifying Nortel/Meridian/Contact Center Manager Server nodes within
the network
„ identifying significant events (SNMP traps), such as alarms reporting
„ specifying formats of alarms

Master script
The first script executed when a call arrives at the Contact Center. A default
Master script is provided with Contact Center Manager, but it can be customized
by an authorized user. It cannot be deactivated or deleted. See also network
script, primary script, script, secondary script.

mathematical expression
1. An expression used in scripts to add, subtract, multiply, and divide values.
Mathematical expressions are addition (+), subtraction (-), division (/), and
multiplication (*). See also expression and logical expression. 2. A category of
disk drives that employs two or more drives in combination for fault tolerance
and performance. See also relational expression.

mean holding time


1. The time that the agent is involved in serving a call. It is the sum of average
talk time. 2. The time required for postcall processing when the agent is not
available to handle other calls. 3. Intercall interval (including union break, if
any).

Supervisor’s Guide 479


Glossary Standard 9.07

Media Application Server


A programmable media endpoint in a SIP signaling network that acts as a SIP
user agent to accept and control sessions and the IP media (audio and video)
services associated with those sessions. The Media Application Server delivers
programmable customized intelligent media services to those sessions using
text, voice, and video initially, with extensibility to other media and information
types as the applications grow.

mean time between calls


The average time between presentation of calls to an agent.

Meridian Link Services


A communications facility that provides an interface between the switch and a
third-party host application.

Meridian Mail
A Nortel product that provides voice messaging and other voice and fax
services.

Meridian MAX
A Nortel product that provides call processing based on ACD routing.

MHT
See mean holding time.

MIB
See Management Information Base.

MLS
See Meridian Link Services.

MM
See Meridian Mail.

MOSPF
See Multicasting Extensions to Open Shortest Path First.

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October 2007 Glossary

MTBC
See mean time between calls.

Multicasting Extensions to Open Shortest Path First


An enhanced version of the Open Shortest Path First (OSPF) routing algorithm
that allows a router to forward multicast IP traffic within an autonomous OSPF
(v.2) system.

Multimedia database
A Caché database used to store customer information and contact details for
outbound, e-mail, and Web communication contacts.

MSL-100
Meridian Stored Logic 100 switch

music route
A resource installed on the switch that provides music to callers while they wait
for an agent.

N NACD call
A call that arrives at the server from a network ACD-DN.

NAT
See Network Address Translation.

NCC
See Network Control Center.

NCRTD
See Network Consolidated Real-Time Display.

Network Address Translation


The translation of an Internet Protocol (IP) address used within one network to
an IP address used within another network. One network is called the inside
network and the other is called the outside network.

Supervisor’s Guide 481


Glossary Standard 9.07

network call
A call that originates at another site in the network. See also local call.

Network Consolidated Real-Time Display


A real-time display containing data from more than one Contact Center Manager
Server. This data is consolidated by Contact Center Manager Administration.

Network Control Center


The server on a Contact Center Manager system where Network Skill-Based
Routing is configured and where communication between servers is managed.

network interface card


An expansion board that enables a PC to connect to a local area network (LAN).

network script
The script executed to handle error conditions for Contact Center Manager
Server calls forwarded from one site to another for customers using NSBR. The
network script is a system-defined script provided with Contact Center Manager,
but it can be customized by an authorized user. It cannot be deactivated or
deleted. See also Master script, primary script, script, secondary script.

Network Skill-Based Routing


An optional feature with Contact Center Manager Server that provides skill-
based routing to multiple networked sites.

network skillset
A skillset common to every site on the network. Network skillsets must be
created at the Network Control Center (NCC).

night mode
A skillset state in which the server does not queue incoming calls to the skillset,
and in which all queued calls are given night treatment. A skillset goes into night
mode automatically when the last agent logs off, or the administrator can put it
into night mode manually. See also out-of-service mode, transition mode.

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October 2007 Glossary

Nortel server subnet


The subnet to which the Nortel servers, such as Contact Center Manager Server,
Network Control Center, Contact Center Manager Administration, Contact
Center Multimedia, and CallPilot are connected.

Nortel VPN Router Switch


A Nortel product that provides routing, firewall, bandwidth management,
encryption, authentication, and data integrity for secure tunneling across
managed IP networks and the Internet.

NPA
See Number Plan Area.

NSBR
See Network Skill-Based Routing.

Number Plan Area


Area code

O object linking and embedding


A compound document standard that enables you to create objects with one
application, and then link or embed them in a second application.

ODBC
See Open Database Connectivity.

OEM
Original equipment manufacturer

Office hours
Hours configured in the contact center where e-mail messages can be routed
using one method when the contact center is open, and another method when the
contact center is closed.

OLE
See object linking and embedding.

Supervisor’s Guide 483


Glossary Standard 9.07

Open Database Connectivity


A Microsoft-defined database application program interface (API) standard.

Open Shortest Path First


A routing algorithm that provides least-cost routing, multipath routing, and load
balancing.

Optivity Telephony Manager


A Nortel application used for switch management.

OSPF
See Open Shortest Path First.

OTM
See Optivity Telephony Manager.

outbound campaign
A group of outgoing calls from the contact center for a specific purpose, for
example, customer satisfaction surveys.

Outbound Campaign Management Tool


An administrator tool accessed through Contact Center Manager Administration
for configuring outbound campaigns.

outbound contact
An outgoing voice call intelligently routed to an agent according to a skillset
within a defined time interval. The call can be dialed by the agent or the switch.

out-of-service mode
A skillset state in which the skillset does not take calls. A skillset is out of
service if no agents are logged on or if the supervisor puts the skillset into out-
of-service mode manually. See also night mode, transition mode.

out-of-service skillset
A skillset not taking any new calls. While a skillset is out of service, incoming
calls cannot be queued to the skillset. See also local skillset, network skillset,
skillset.

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October 2007 Glossary

P patch
See Designer Patch.

PBX
See private branch exchange.

pegging
The action of incrementing statistical counters to track and report on system
events.

pegging threshold
A threshold used to define a cut-off value for statistics, such as short call and
service level. Pegging thresholds are used in reports.

PEP
Performance Enhancement Package. Now known as Designer Patch. See
Designer Patch.

Performance Enhancement Package


Now known as Designer Patch. See Designer Patch.

personal directory number


A DN on which an agent can be reached directly, usually for private calls.

phoneset
The physical device, connected to the switch, to which calls are presented. Each
agent and supervisor must have a phoneset.

phoneset display
The display area on an agent’s phoneset where information about incoming calls
can be communicated.

PIM
See Protocol Independent Multicast.

Platform Vendor Independence


A software-only contact center solution, which operates on any hardware
platform that meets specified requirements.

Supervisor’s Guide 485


Glossary Standard 9.07

Position ID
A unique identifier for a phoneset, used by the switch to route calls to the
phoneset. Referred to as Telephony/Port Address in Contact Center Manager
Server.

primary ACD-DN
A directory number that callers can dial to reach an ACD group.

primary script
A script executed or referenced by the Master script. A primary script can route
calls to skillsets, or it can transfer routing control to a secondary script. See also
Master script, network script, script, secondary script.

priorities
Two sets of priorities affect queuing and call presentation: agent priority per
skillset and call priority. For both sets of priorities, the lower in value of the
number indicates a greater priority in presentation. All idle agent queues and all
pending request queues always queue by priority as its top precedence. All other
queuing options, such as age of call and agent idle time, take a lower precedence
than priority. See also call priority and agent priority per skillset.

private branch exchange


A telephone switch, typically used by a business to service its internal telephone
needs. A PBX usually offers more advanced features than are generally
available on the public network.

Protocol Independent Multicast


A protocol that provides efficient routes for multicast traffic that must cross the
Internet to reach members of sparsely distributed multicast groups.

PSTN
See public switched telephone network.

public switched telephone network


The international network of private and government-owned voice-oriented
public telephone networks.

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October 2007 Glossary

R RAID
See Redundant Array of Intelligent/Inexpensive Disks.

RAN
recorded announcement

RAN route
See recorded announcement route.

RAS
See Remote Access Services.

Real-time Statistics Multicast


An interface that provides real-time information to third-party applications in
either multicast or unicast format.

recipient mailbox
A container on the e-mail server that hold e-mail messages. Standard mailboxes
are monitored by the Contact Center E-mail Manager, which routes the e-mail to
an agent or group of agents (skillset) based on an analytical search of the sender
address, the recipient address, the subject and body of an e-mail message for
predetermined keywords, or a combination of these. The e-mail server must be
compliant with Post Office Protocol 3 (POP3) and Standard Mail Transfer
Protocol (SMTP).

recorded announcement route


A resource installed on the switch that offers a recorded announcement to
callers.

Redundant Array of Intelligent/Inexpensive Disks


A category of disk drives that employs two or more drives in combination for
fault tolerance and performance.

redundant server
A warm standby server, used for shadowing the Multimedia database on the
Multimedia server and providing a quick recovery if the primary server fails.

Supervisor’s Guide 487


Glossary Standard 9.07

relational expression
An expression used in scripts to test for different conditions. Relational
expressions are less than (<), greater than (>), less than or equal to (< =), greater
than or equal to (> =), and not equal to (< >). See also expression, logical
expression, mathematical expression.

Remote Access Services


A feature built into Windows NT and Windows 95 that enables users to log on to
an NT-based LAN using a modem, X.25 connection, or WAN link. This feature
is also known as Dial-Up Networking.

Replication Server
A server that backs up the active Contact Center Manager Server to the standby
Contact Center Manager Server in real time.

reporting supervisor
The supervisor who has primary responsibility for an agent. When an agent
presses the Emergency key on the phoneset, the emergency call is presented to
the agent’s reporting supervisor. See also associated supervisor.

Resource Reservation Protocol


The protocol used by routers to allow host systems in an IP network to reserve
resources for unicast or multicast dataflows.

round robin routing table


A routing table that queues the first call to the first three sites in the routing
table, then the second three sites, then the third three sites, and so on, until an
agent is reserved at one of the sites. See also sequential routing table.

route
A group of trunks. Each trunk carries either incoming or outgoing calls to the
switch. See also music route, RAN route.

router
A device that connects two LANs. Routers can also filter messages and forward
them to different places based on various criteria.

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October 2007 Glossary

routing table
A table that defines how calls are routed to the sites on the network. See also
round robin routing table, sequential routing table.

RSM
See Real-time Statistics Multicast.

RSVP
See Resource Reservation Protocol.

rule
See e-mail rule.

S sample script
A script installed with the Contact Center Manager Server client. Sample scripts
are stored as text files in a special folder on the client. The contents of these
scripts can be imported or copied into user scripts to create scripts for typical
contact center scenarios.

SCM
See Service Control Manager.

script
A set of instructions that relates to a particular type of call, caller, or set of
conditions, such as time of day or day of week. See also Master script, network
script, primary script, secondary script.

script variable
See variable.

second-level threshold
The value used in display thresholds that represents the highest value of the
normal range for a given statistic. The system tracks how often the value for the
statistic falls outside this value.

Supervisor’s Guide 489


Glossary Standard 9.07

secondary directory number


A DN defined on the agent’s phoneset as a Centrex line for incoming and
outgoing non-ACD calls.

secondary script
Any script (other than a Master, network, or primary script) referenced from a
primary script or any other secondary script. Statistics are not pegged for actions
occurring during a secondary script. See also Master script, network script,
primary script, script.

sequential routing table


A routing table method that always queues a call to the first three active sites in
the routing table. See also round robin routing table.

server
A computer or device on a network that manages network resources. Examples
of servers include file servers, print servers, network servers, and database
servers. Contact Center Manager Server is used to configure the operations of
the contact center. See also client.

server subnet
The subnet to which the Nortel servers, such as Contact Center Manger Server,
Network Control Center, Contact Center Manager Administration, Contact
Center Multimedia, and CallPilot are connected.

service
A process that adheres to a Windows NT structure and requirements. A service
provides system functionality.

Service Control Manager


A Windows NT process that manages the different services on the PC.

service level
The percentage of incoming calls answered within a configured number of
seconds.

490 Contact Center Manager


October 2007 Glossary

service level threshold


A parameter that defines the number of seconds within which incoming calls
should be answered.

Service Update
A Contact Center supplementary software application that enhances the
functionality of previously released software by improving performance, adding
functionality, or correcting a problem discovered since the original release. All
previous Service Updates (SUs) for the release are included in the latest Service
Update. For example, SU02 contains the contents of SU01 as well as the fixes
delivered in SU02. SU03 contains SU01, SU02, and the fixes delivered in SU03.
See also Service Update Supplementary and Designer Patch.

Service Update Supplementary


A stand-alone Contact Center supplementary software application installed on
top of a specific Service Update (SU). It does not contain the contents of
previous SUs. The next SU includes SUSs built on top of previous SUs. For
example, SUS0301 is installed on top of SU03. SU04 contains SU03 and
SUS0301 (and any subsequent SUSs built on top of SU03). See also Service
Update and Designer Patch.

Session Initiation Protocol


An application-layer control (signaling) protocol for creating, modifying, and
terminating sessions with one or more participants.

Simple Network Management Protocol


A systematic way of monitoring and managing a computer network. The SNMP
model consists of four components:
„ managed nodes, which are any device, such as hosts, routers, and printers,
capable of communicating status to network-management systems through
an SNMP management process called an SNMP Agent
„ management stations, which are computers running special network
management software that interact with the Agents for status
„ management information, which is conveyed through exact specifications
and format of status specified by the MIB
„ Management Protocol or SNMP, which sends messages called protocol
data units (PDUs)

Supervisor’s Guide 491


Glossary Standard 9.07

SIP
See Session Initiation Protocol.

SIP Terminal
The SIP Address of the TR87 controlled terminal dedicated to this agent. This is
the phone number that the agent controls, combined with the domain of the
agent in the SIP URI.

SIP URI
The SIP Address for the agent as configured on the target SIP server. The SIP
Address uniquely identifies the agent on the SIP network.

site
1. A system using Contact Center Manager Server that can be accessed using
Server Utility. 2. A system using Contact Center Manager Server and
participating in Network Skill-Based Routing.

skillset
A group of capabilities or knowledge required to answer a specific type of call.
See also local skillset, network skillset.

skillset intrinsic
A script element that inserts information about a skillset in a script. Skillset
intrinsics return values such as skillsets, integers, and agent IDs. These values
are then used in queuing commands. See also call intrinsic, intrinsic, time
intrinsic, and traffic intrinsic.

SL-100
Stored Logic 100 switch

SNMP
See Simple Network Management Protocol.

source site
The site from which an incoming network call originates. See also destination
site.

492 Contact Center Manager


October 2007 Glossary

standby
In skillset assignments, a property that grants an agent membership in a skillset,
but makes the agent inactive for that skillset.

standby server
A server that contains an up-to-date version of the database, for use when the
active server becomes unavailable.

SU
See Service Update.

supervisor
A user who manages a group of agents. See also associated supervisor and
reporting supervisor.

supplementary ACD-DN
A DN associated with a primary DN. Any calls to the supplementary DN are
automatically routed to the primary DN. A supplementary DN can be a toll-free
(1-800) number.

SUS
See Service Update Supplementary.

switch
See telephony switch.

switch resource
A device configured on the switch. For example, a CDN is configured on the
switch and then used as a resource with Contact Center Manager Server. See
also acquired resource.

system-defined scripts
The Master_Script and the Network_Script (if NSBR is enabled). Users can
customize or deactivate these scripts, but they cannot delete them. These scripts
are the first scripts executed for every local or network call arriving at the
contact center.

Supervisor’s Guide 493


Glossary Standard 9.07

T TAPI
See Telephony Application Program Interface.

target site
See destination site.

TCP/IP
See Transmission Control Protocol/Internet Protocol.

TDM
See Time-Division Multiplex.

telephony
The science of translating sound into electrical signals, transmitting them, and
then converting them back to sound. The term is used frequently to refer to
computer hardware and software that perform functions traditionally performed
by telephone equipment.

telephony switch
The hardware that processes calls and routes them to their destination.

Telephony Application Program Interface


An interface between the switch and an application that allows the application to
control the telephone on a user’s desktop.

threshold
A value for a statistic at which system handling of the statistic changes.

threshold class
A set of options that specifies how statistics are treated in reports and real-time
displays. See also display threshold, pegging threshold.

Time-Division Multiplex
A method of transmission in which a signal is separated into multiple segments
at the transmission source, and then reassembled at the receiving end.

494 Contact Center Manager


October 2007 Glossary

time intrinsic
A script element that stores information about system time, including time of
day, day of week, and week of year. See also call intrinsic, intrinsic, skillset
intrinsic, traffic intrinsic.

Token Ring
A PC network protocol developed by IBM. A Token Ring network is a type of
computer network in which all the computers are arranged schematically in a
circle.

traffic intrinsic
An intrinsic that inserts information about system-level traffic in a script. See
also call intrinsic, intrinsic, skillset intrinsic, time intrinsic.

transition mode
A skillset state in which the server presents already queued calls to a skillset.
New calls queued to the skillset are given out-of-service treatment. See also
night mode, out-of-service mode.

Transmission Control Protocol/Internet Protocol


The communication protocol used to connect devices on the Internet. TCP/IP is
the standard protocol for transmitting data over networks.

treatment
See call treatment.

trunk
A communications link between a PBX and the public central office, or between
PBXs. Various trunk types provide services such as Direct Inward Dialing (DID
trunks), ISDN, and Central Office connectivity.

U user-created script
A script created by an authorized user on the Contact Center Manager system.
Primary and secondary scripts are user created scripts.

user-defined script
A script modified by an authorized user on the Contact Center Manager system.

Supervisor’s Guide 495


Glossary Standard 9.07

utility
A program that performs a specific task, usually related to managing system
resources. Operating systems contain a number of utilities for managing disk
drives, printers, and other devices.

V validation
The process of checking a script to ensure that all the syntax and semantics are
correct. A script must be validated before it can be activated.

variable
A placeholder for values calculated within a script, such as CLID. Variables are
defined in the Script Variable Properties sheet and can be used in multiple
scripts to determine treatment and routing of calls entering Contact Center
Manager Server. See also call variable, global variable.

Virtual Private Network


A private network configured within a public network to take advantage of the
economies of scale and management facilities of large networks.

Voice Extensible Markup Language


Allows a user to interact with the Internet through voice-recognition technology.

Voice over IP
Voice traffic transmitted in digital format using the IP protocol.

voice port
A connection from a telephony port on the switch to a port on the IVR system.

VPN
See Virtual Private Network.

VXML
See Voice Extensible Markup Language.

W WAN
See wide area network.

496 Contact Center Manager


October 2007 Glossary

Web-on-hold
A set of URLs that a customer sees after requesting a text chat session, and
before the agent connects to the Web Communications contact.

wide area network


A computer network that spans a relatively large geographical area. Typically, a
WAN consists of two or more local area networks (LANs). The largest WAN in
existence is the Internet.

workload scenarios
Sets of configuration values defined for typical patterns of system operations.
Five typical workload scenarios (entry, small, medium, large, and upper end) are
used in the Capacity Assessment Tool for capacity analysis for Contact Center
Manager.

Supervisor’s Guide 497


Glossary Standard 9.07

498 Contact Center Manager


Index

A blank displays 427


display formats 188
about features 186
access types, rights, and classes 27 real-time statistics 189
Agent Desktop Display 187 viewing thresholds 192
Contact Center Management 15 agent details
Emergency Help 17 editing 69
Historical Reporting 16 viewing 69, 98
Real-Time Reporting 16 agent map displays
Report Creation Wizard 272 about 150
skill-based routing 49 adding personal DN 152
supervisor role 43 in Real-Time Reporting 111
URLs as a Trusted Site 399 zoom option in 151
Access and Partition Management agent state 174
configuring Real-Time Reporting 109 agent state pegging 174
creating and administering users 42 agent types in Contact Center Management 44
Historical Reporting 199 agents
problems viewing user details in 398 assigning skillsets 75
viewing 71 configuring properties 45
access classes copying properties from other agents 72
real-time reporting 109 deleting 72
access types, rights, and classes 27 priorities of calls 51
accessing a report problems 412 properties 45
ACD calls 166 searching networked 97
activating reports 264 skill level 51
activity codes 54 viewing states 107
ad hoc agent-to-skillset assignments viewing statistics 168
creating in assignment mode 75 viewing status for networked 107
ad hoc agent-to-supervisor assignments viewing unavailable 106
creating in assignment mode 61 with Multimedia capabilities 45
ad hoc reports agent-to-skillset assignments
previewing and printing 266 adding 78
adding creating ad hoc 75
agent-to-skillset assignments 79 examples of 82
agent-to-supervisor assignments 78 scheduling 90
multiple users 60, 63 searching 88
advanced reports viewing 71, 84
creating in Report Creation Wizard 351 agent-to-supervisor assignments
Report Creation Wizard 277 about 77
Agent Desktop Display ad hoc creating 75
about 187 adding 78

Supervisor’s Guide 499


Index Standard 9.07

changing 84 call volume


changing multiple agents 84 viewing 107
creating ad hoc 61 viewing networked 108
examples 81 calls
examples of 81 priorities for routing 51
viewing 84 changing
application display report properties 258
totals and subtotals 137 character-separated value 260
application Help 38 chart displays
application statistics 169 about 138
applications graphical 142
Internet Explorer 396 in Real-Time Reporting 111
assigning skillsets 75 network consolidated 143
assignments nodal 143
agents to supervisors 61 charts for summary 140
configuring scheduled 82 choosing an agent using skillsets 51
excluding users from 85 choosing an call using priorities 51
list unassigned agents 86 Citrix
listed available skillsets 87 exporting real-time displays in 161
resetting agent-to-supervisor assignments 80 classes
running immediately 90 thresholds 54
saving 89 classes for accessing 27
scheduling 85 Classic Client
viewing agent partitions 71 using filters from 207
viewing agent-to-skillset 71, 84 client PC
viewing inefficiencies 108 running multiple sessions on 397
audience for guide 14 user privileges required on 20, 34
average answer delay (consolidated display) 183 collections
about 157
in Real-Time Reporting 112
B columns in private displays
arranging 123
billboards comma-separated value 260
about 156 components of CCMA 15
in Real-Time Reporting 112 configuration reports 215
blank messages in Internet Explorer 400 configuration settings
blank real-time displays 427 defining in Report Creation Wizard 314
blocked windows 401 configured supervisors 60
browser window problems 432 configuring users
using Microsoft Excel 64
using text editor 65
C confirming a scheduled report 262
connecting to data source problems 418
calculated statistics Consolidated Skillset Display 182
in real-time displays 136 columns in 182
call presentation 51 contact center
call types 165

500 Contact Center Manager


October 2007 Index

identifying agent problems 216 Data Source window 282


Contact Center Management date formats in reports 207
about 15 deactivating reports 265
features 40 default
problems with Select All feature 398 activity code 54
viewing scheduled assignments in 94 skillset 53
Contact Center Manager Administration defining output actions 245
components 15 defining report schedules 241
password 70 deleting
running multiple sessions on client PC 397 private real-time displays 119
server time 92 reports 258
starting 35 deleting agents 72
user ID 70 display problems on client machines 396
copying displays
properties of agents 72 over multiple pages 138
reports 257 private real-time 115
shared reports 257 public copies of graphical 132
creating 227 public real-time 114
advanced reports in RCW 351 real-time formats 111
agents using properties 72 real-time reporting 110
filters 207 DN calls 167
formulas in Report Creation Wizard 373 documents in Contact Center 21
new report in Report Creation Wizard 275 dynamic filters 130
private displays 120
simplified reports in RCW 325
customizing
Report Creation Wizard templates 381
E
editing agent details 69
efficiency
D monitoring in contact center 216
Emergency Help
daily data range boxes 235 about 17
data starting 389
daily 235 Equal join 289
missing from network reports 417 examples
monthly 239 agent-to-supervisor assignments 81
weekly 237 scheduling an agent-to-skillset assignment 90
data collection skillset assignments 82
skillset statistics 172 excluding users from assignments 85
data collection modes 116 exporting real-time displays 158
data fields, types 164
data range 220
configuring intervals 233
defining 233
F
using pop-up calendars to define 234, 236, features
238, 240 Agent Desktop Display 186
Contact Center Management 40

Supervisor’s Guide 501


Index Standard 9.07

Historical Reporting 196 Historical Reporting


Real-Time Reporting 102 about 16
Field Selection window 295 access 30
file Access and Partition Management 199
saving report to a 245 configuration 215
filters date formats 207
about 207 error messages in 418
and supervisor reporting/agent combinations features 196
129 filters 207
applying to real-time displays 127 importing 212
creating 207 information in 214
dynamic 130 overview 198, 200
formats partitions 32
real-time displays 111 pop-up calendars in 234, 236, 238, 240
formatting template for RCW 376 problems with Select All feature 398
formulas public report template folder 201, 202
average answer delay consolidated 183 selection criteria 206
creating in Report Creation Wizard 373 sharing 202
in real-time displays 123 troubleshooting data source connection 418
service level percentage 182, 183 types of 211
total calls average answer delay 182 user created 211
used in Report Creation Wizard 372 user-defined 211
historical reports
public templates 211
G
Generate with time zone conversion box 235
global properties for skillsets 56
I
global settings 56 icons
graphical displays multicast and unicast in real-time displays 427
about 150 identifying issues in contact center 216
agent maps 150 identifying underserviced skillsets 217
billboards 156 importing
charts 142 historical reports 212
collections 157 parameter reports 214
Greater Than join 292 Report Creation Wizard reports to Historical
Greater Than Or Equal join 292 Reporting 315
grid displays information
in Real-Time Reporting 111 configuration reports 215
Grouping window 298 historical reports 214
Internet Explorer 396
interval data range boxes 233
H interval-to-date mode 116
IVR statistics 171
Help 38
hiding users 85
historical data and partitions 205

502 Contact Center Manager


October 2007 Index

J icons on real-time displays 427


Multimedia agents properties 45
join multipage displays 138
Equal join 289 multiple client sessions
Greater Than join 292 interference caused by 397
Greater Than Or Equal join 292 multiple users, adding 63
Left Outer join 289
Less Than join 293
Less Than Or Equal join 292
Not Equal join 293
N
Right Outer join 289 NACD calls 166
names
not appearing in real-time displays 431
K Network Control Center (NCC) server 114
network displays
knowledge 19 consolidated real-time 114
network sites
choosing for network consolidated reports
L 232
network summary charts 111, 141
launching network-consolidated chart displays 143
real-time displays 117 network-consolidated displays
Left Outer join 289 definition 114
Less Than join 293 network-consolidated real-time displays
Less Than Or Equal join 292 overview 180
licensing for Report Creation Wizard 274 subtotals and totals in 135
listing unassigned agents 86 thresholds in 125
LOB codes 54 networked agents
location searching 97
public reports 221 viewing status 107
user-defined reports 221 networked call volume 108
logging on 36 networked skillsets 97
searching 97
night service mode 50
M nodal chart displays 143
nodal displays
making public copies of private graphical real-time 113
displays 132 subtotals and totals in 134
managing reports nodal real-time displays 113
overview 220 thresholds in 124
Master script, pegging of calls handled by 170 nodal statistics 171
Microsoft Excel non-ISDN trunks 170
using to configure users 64 non-staffed skillsets
monitoring efficiency in contact center 216 viewing in Real-Time Reporting 118
monthly data range boxes 239 Not Equal join 293
moving window mode 116
multicast

Supervisor’s Guide 503


Index Standard 9.07

O private display properties 121


private displays 110
online Help 38 private real-time displays 115
out of service modes for skillsets 49 arranging columns in 123
output options creating 120
defining 245 private reports
sending the report to a file 245 historical reports 202
sending the report to a printer 245 problems
identifying agent 216
launching real-time displays 426
P properties
changing for reports 258
parameter reports multimedia agent 45
importing 214 using to create new agents 72
working with 255 properties of agents 45
partitions 32 public displays 110
and historical data 205 public real-time displays 114
editing agent assignments 71 public reports
real-time reporting 109 location of 221
pegging template folder 201
pegging 174 templates 211
thresholds for agent statistics 169
thresholds for application statistics 171
thresholds for IVR statistics 171
thresholds for nodal statistics 172
R
thresholds for route statistics 172 raw statistics
thresholds for skillset statistics 173 in real-time displays 136
personal DN real-time
adding to agent map displays 152 consolidated network displays 114
pop-up calendars, in Historical Reporting 234, real-time displays
236, 238, 240 applying filters to 127
pop-ups are blocked 401 assigning supervisor/reporting agent
Power User privileges 20, 34 combinations to 129
presenting calls 51 blank 427
previewing a report calculated statistics in 136
in Report Creation Wizard 313 deleting 119
previewing and printing ad hoc reports 266 exporting 158, 159
previous interval 235 exporting in Citrix environment 161
primary script, pegging of calls handled by 170 formats of 111
printing formulas in 123
ad hoc reports 266 launching 117
printing report output 245 multicast and unicast icons on 427
printing scheduled reports 260 names not appearing 431
troubleshooting 414 network consolidated 114
priorities nodal 113
using to choose an agent 51 overview of 110

504 Contact Center Manager


October 2007 Index

private 115 formatting template 376


problems launching 426 formulas 273, 372
public 114 Grouping window 298
raw statistics in 136 importing reports to Historical Reporting 315
replaced by Web pages 432 licensing 274
subtotals and totals in 134 overview 272
thresholds in 124 previewing a report 313
types 113 report definitions 273
using 106 Report Layout window 304
Real-Time Reporting 109 Report Type window 277
about 16 sample reports 279
access 30 saving a report 311
agent maps in 111 simplified reports 277
billboard collections in 112 creating 325
billboards in 112 Summaries window 300
chart displays in 111 Table Linking window 287
collections in 112 Equal join 289
features 102 Greater Than join 292
grid displays in 111 Greater Than Or Equal join 292
network-consolidated real-time displays in Left Outer join 289
114 Less Than join 293
nodal displays in 113 Less Than Or Equal join 292
partitions 32 Not Equal join 293
private displays 115 Right Outer join 289
public displays 114 Table Selection window 285
types of displays 110 template 272
real-time reporting reports 16
partitions 109 activating 264
real-time statistics changing properties of 258
overview 164 confirming scheduled 262
types of 168 considering 222
viewing in Agent Desktop Display 189 copying 257
related documents 21 date formats 207
removing agents from call center 72 deactivating 265
removing users temporarily 85 deleting 258
report importing historical 212
defining schedules 241 managing 220
Report Creation Wizard missing data 417
advanced reports 277 parameter 255
creating advanced reports 351 printing scheduled 260
creating formulas 373 types of 211
creating new reports 275 using characters to separate values 260
customizing templates 381 working with 198
Data Source window 282 required knowledge 19
defining configuration settings 314 requirements
Field Selection window 295 installing SOAP 34

Supervisor’s Guide 505


Index Standard 9.07

reset assignments 13, 80, 93 Contact Center Management 398


resetting assignments 80 selection criteria
reviewing contact center data 108 and filters in Historical Reporting 206
Right Outer join 289 defining 229
rights for access 27 server
route statistics 172 and user-defined reports 221
routing 49 service level percentage formula 182
running an assignment immediately 90 service level percentage formula in networks 183
running Contact Center Manager Administration shared reports
35 copying 257
sharing reports 202
simplified reports
S creating in RCW 325
Report Creation Wizard 277
saving a report site summary charts 111, 140
in Report Creation Wizard 311 skill-based routing 49
saving assignments 89 skills you need 19
schedule assignments skillset
configuring 82 assignment examples 82
scheduled assignments assignments listing 87
deleting 95 definition 48
viewing 94 skillset assignments
viewing in Contact Center Management 94 searching 88
scheduled report to agents 79
confirming 262 skillset priority numbers 92
scheduled report printing skillset statistics 172
troubleshooting 414 data collection option 169, 170, 171, 172
scheduled reports, printing 260 skillsets 48
schedules assigning to agents 75
activating 264 editing agent-to-skillset assignments 71
deactivating 265 global properties 56
scheduling an agent-to-skillset assignment identifying underserviced 217
example of 90 out of service mode 49
scheduling assignments searching networked 97
running now 90 using to choose an agent 51
scheduling the assignment 85 viewing 99
scripts 169 SOAP 34
searching 97 standard real-time displays 114
agents across networks 97 starting Contact Center Manager Administration
agents logged on 62 35
agent-to-skillset assignments 88 starting emergency help 389
unassigned agents 86 states of agents
secondary script, pegging of calls handled by viewing 107
170 statistics
Select All application 169
problems with in Historical Reporting and IVR 171

506 Contact Center Manager


October 2007 Index

nodal 171 customizing in Report Creation Wizard 381


route 172 using public historical report 211
skillset 172 temporarily hiding users 85
thresholds for 54 text editor
viewing agent 168 configuring users 65
viewing Agent Desktop Display 189 threshold classes 54
subtotals thresholds
application displays 137 Agent Desktop Display 192
subtotals and totals 134 in network-consolidated real-time displays
subtotals and totals in real-time display grids 134 125
Summaries window 300 in nodal real-time displays 124
summary charts 140 in real-time display grids 124
exporting 160 pegging for agent statistics 169
network 141 thresholds, pegging 171
supervisor assignments thresholds, pegging for IVR 171
adding 78 thresholds, pegging for nodal statistics 172
viewing 84 thresholds, pegging for route statistics 172
supervisor assignments of agents 75 thresholds, pegging for skillset statistics 173
supervisor reporting/agent combinations time zone conversion 235
and filters 129 time zones and reports 222
supervisor role 43 total calls average answer delay formula 182
supervisor/Agents types 44 totals and subtotals
supervisor/reporting agent combinations application display 137
assigning to real-time displays 129 network-consolidated displays 135
supervisors tracking time using activity codes 54
assigning agents 61 transition mode 49
tasks 14 troubleshooting 396
supervisors and agents 43 accessing report 412
Symposium Call Center Server calls 165 blocked windows 401
browser window issues 432
connecting to data source 418
T Historical Reporting 418
launching real-time displays 426
Table Linking Window printing reports 414
Less Than Or Equal join 292 real-time names 431
Table Linking window 287 reports missing data 417
Equal join 289 select all 398
Greater Than join 292 two sessions 397
Greater Than Or Equal join 292 troubleshooting blank messages in IE 400
Left Outer join 289 trunks, non-ISDN and application statistics 170
Less Than join 293 types
Not Equal join 293 of calls 165
Right Outer join 289 of data fields 164
Table Selection window 285 types of access 27
tasks for supervisors 14 types of displays
templates real-time reporting 110

Supervisor’s Guide 507


Index Standard 9.07

types of reports 211 thresholds in Agent Desktop Display 192


unavailable agents 106
views access 42
U
unassigned agents
listing 86
W
unavailable agents weekly data range boxes 237
viewing 106 windows are blocked 401
underserviced skillsets working with reports 198
identifying 217 worksheets
unicast configuring users 64
icons on real-time displays 427
upgrading filters from Classic Client 207
user created reports 211
user types
Z
agent 44 zoom option
supervisor/agent 44 in agent maps 151
user-created reports
deleting 258
user-defined real-time displays 115
user-defined reports 211, 227
and server 221
creating 227
deleting 258
location of 221
users
adding multiple 60, 63

V
viewing
agent details 69, 98
agent states 107
agent to skillset inefficiencies 108
agent-to-skillset assignments 84
agent-to-supervisor assignments 84
call volume data 107
configured supervisors 60
networked agent status 107
networked call volume 108
non-staffed skillsets 118
problems with views 398
schedule assignments 94
skillsets 99
statistics in Agent Desktop Display 189

508 Contact Center Manager


Reader Response Form
Contact Center Manager
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Supervisor’s Guide

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Supervisor’s Guide
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Copyright © 2007 Nortel Networks. All Rights Reserved.

Information is subject to change without notice. Nortel Networks reserves the right to make changes
in design or components as progress in engineering and manufacturing may warrant.

The process of transmitting data and call messaging between the Meridian 1 and Contact Center
Manager is proprietary to Nortel Networks. Any other use of the data and the transmission process
is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to
such use. Violations of the license by alternative usage of any portion of this process or the related
hardware constitutes grounds for an immediate termination of the license and Nortel Networks
reserves the right to seek all allowable remedies for such breach.

Publication number: 297-2183-928


Product release: 6.0
Document release: Standard 9.07
Date: October 2007

To provide feedback or report a problem in this document, go to www.nortel.com/documentfeedback.