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Avaya Aura Contact Center
Performance Management
NN44400-710
Copyright 2010 Avaya Inc. All Rights Reserved.
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Contents
New in this release 7
Introduction 9 Performance management fundamentals 11
Filter management 15
Real-time Reporting 23
4
Exported displays 31
Graphical displays 37
Real-time report customization 55
Contact Center Multimedia reports 69
Historical Reporting 73
Expert reports 97
Statistics configuration 115
Report Creation Wizard 125
New in this release
Navigation
Features
Contact Types
Summarized historical statistics interval
Page
Introduction
Prerequisites
Navigation
Page
Performance management fundamentals
Navigation
Filters
12
Thresholds
Historical statistics
Real-time statistics
Network-consolidated displays
Nodal displays
Access and partition management
Crystal Reports
Page
Filter management
Prerequisites to filter management
Navigation
Creating a filter in Real-time Reporting
Creating a filter in Historical reporting
Adding skillset elements to a filter
Adding application elements to a filter
To specify a server, you must add application elements.
Adding agent elements to a filter
Removing elements from a filter
Deleting a filter
20
Applying filters to real-time displays
Applying supervisor-reporting agent combinations to real-time displays
Removing filters from a real-time display
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Real-time Reporting
Prerequisites to real-time reports
Navigation
Logging on to Real-Time Reporting
Creating a private real-time display
Making a public copy of a private real-time display
Deleting public displays
Applying custom formulas to real-time displays
Starting a network summary
Printing a summary chart
If you require a hard copy, you can print a summary chart.
Ensure that a NCC server is available.
Printing a real-time display
If you require a hard copy, you can print a real-time display.
Deleting a private display
Delete private tabular and graphical displays. After you delete a display, you cannot recover it.
At least one private display must exist
Deleting an exported real-time display grid
Viewing the non-staffed skillsets
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Exported displays
Prerequisites to exported displays
Navigation
Exporting summary charts
Exporting network summary charts
You can export network summary charts as a bit map or a jpeg file.
Ensure that you have an NCC server.
Viewing an exported real-time display
Exporting real-time display grids
Changing the file name prefix of exported real-time display grids
Changing the path to export a summary chart
Printing a real-time display grid
If you require a hard copy of a real-time display, print a real-time display grid.
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Graphical displays
Prerequisites to graphical display management
Navigation
Adding a graphical display
Opening a graphical display
Deleting a graphical display
40
Making a public copy of a graphical display
Assigning threshold alerts to a nodal real-time display
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Configuring an agent map
elements to a filter (page 18)
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Adding agents to an agent map
Ensure you have agent elements in a filter. See Adding agent elements to a filter (page 18).
Arranging agents in an agent map using drag and drop
Position an agent within the agent map.
Arranging agents in an agent map automatically
Arrange agents in alphabetical order within the agent map.
Customizing the agent map layout
Resizing an agent map
Changing the header format of icons in an agent map
Zooming in or out on an agent map display
Activate a display from an agent map
Activate an agent details window from an agent map
Configure an agent map. See Configuring an agent map (page 43).
Configuring a billboard display
You can configure a billboard display to select a statistic to monitor closely.
Configuring a chart display
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Creating a private collection
You can configure and save your favorite combination of data windows.
Creating a private billboard collection
You can configure and save your favorite combination of billboards.
Creating a public collection or public billboard collection
Arranging the billboards in a billboard collection
Real-time report customization
Prerequisites to real-time reporting customization
Navigation
Creating a Real-time Dashboard display
Adding charts to the Real-time Dashboard
Changing chart properties in the Real-time Dashboard display
Removing display charts from the Real-time Dashboard display
Saving the real-time display
Adding a new column to a real-time display
Customizing display properties
Changing the refresh rate of a real-time display
Changing the font size in a real-time display grid
Changing the chart type for a site summary
Changing the color settings of a real-time display grid
Changing the fill color of a summary chart
Changing column names
Changing the column width in a real-time display
Rearranging columns in a real-time display
Changing the data collection mode of a real-time display
Changing the title of a real-time display grid
Select the title to appear at the top of each private real-time display grid.
Deleting columns from a real-time display
Moving the chart contents within the window
Rotating a summary chart
Increasing or decreasing the summary chart size
Zooming in on areas of a summary chart
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Contact Center Multimedia reports
Prerequisites to CCMM reports
Navigation
Creating a CCMM report template for user-created reports
Importing a CCMM user-created report
Page
Page
Historical Reporting
Prerequisites to Historical Reporting
Navigation
Logging on to Historical Reporting
Applying filters to network consolidated historical reports
Defining the selection criteria
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Opening a public, private, or shared report
Open a public, private, or shared report to view a historical report.
Running an Ad hoc report
Running a parameter report Ad hoc
Exporting an Ad hoc report
Export a report to convert the visual display to a required format.
Log on to Historical Reporting. See Logging on to Historical Reporting (page74).
Creating a shared or private report
Defining the report output
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Importing a report
Importing a parameter report
Editing a report
Printing an ad hoc report
Scheduling a report
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Page
Procedure job aid
Printing a report schedule
Log on to Historical Reporting. See Logging on to Historical Reporting (page 74).
Activating a scheduled report
Deactivating a scheduled report
Selecting the network sites for a network consolidated report
Adding the euro symbol to a custom report
Running a report from a different time zone
Deleting a report
Page
Expert reports
Navigation
Defining a connection to the server
Defining the Sybase DSN
Installing the Cach ODBC driver (CCMS)
Page
Defining the Cach ODBC DSN (CCMS)
Make sure the Intersystems Cach port 1972 is open in the client computer firewall.
Installing the Cach JDBC Driver
Contact Center Release 6.0/6.1 also supports JDBC connectivity to the CCMS database.
Running the Database View Definition report
Installing the Cach ODBC driver (CCMM)
Defining the DSN (CCMM)
Creating a report and connecting to the database (Crystal)
Changing a database alias
Example
Setting the page orientation
Creating reports using Microsoft Excel
Creating reports using Microsoft Access
Page
Saving a report template in Crystal Reports 11
Importing a user-created Crystal Report
Linking subreport Timestamp fields
112
Adding customized formulas to a report (Crystal)
To a customize a Crystal Report, you can customized and special formulas in your report.
Ensure you understand the special formulas defined for use with Contact Center Manager Server.
Procedure job aid
Creating a custom report
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Statistics configuration
Prerequisites to statistics configuration
Navigation
Creating custom formulas
Page
118
Example of creating a custom formula
Creating a custom formula
Modifying custom formulas
To update previously created custom formulas, modify custom formulas.
Deleting a custom formula
Configuring historical statistics data collection
Configuring historical statistics collection on the NCC
Configuring real-time statistics collection
Page
Page
Report Creation Wizard
Navigation
Starting Report Creation Wizard
Opening an existing report
Creating a simplified report
Start Report Creation Wizard. See Starting Report Creation Wizard (page126).
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Example of creating a sample simplified Agent by Skillset Performance report
You can create various report types, such as an Agent by Skillset Performance report.
Creating a sample Agent by Skillset Performance report
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Creating an advanced report
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Example of creating an advanced Skillset Threshold report
An example of creating an advanced Skillset Threshold report.
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Creating an integrated report
You must create an integrated report to run integrated Contact Summary reports.
Saving a report
Previewing a report
Importing a report to Historical Reporting
Page
142
Example of importing the simplified Agent By Skillset Performance report to Historical Reporting
Example of importing the advanced Skillset Threshold report to Historical Reporting
Defining configuration settings
Use the Configuration Settings window to define the default properties for the report.
Open a saved report in Report Creation Wizard.
Defining selection criteria
Moving a field
Resizing an object
Adding a text field
Modifying object properties
Suppressing a report section
Suppress sections to exclude the sections from the printed report.
Adding a field to or removing a field from a report
In the Fields tab, add fields or remove fields to modify a report.
Adding a formula to or removing a formula from a report
Sorting the direction of a group, field or formula
Sorting the order of a field or formula
Editing a Report Creation Wizard report in Historical Reporting
Viewing or modifying the object name in Crystal Reports
Customizing the Report Creation Wizard template logo
You must update the logo on each portrait and landscape template.
Ensure that Crystal Reports 10 is installed.
Applying template changes to existing reports
Log on to Report Creation Wizard. See Starting Report Creation Wizard (page126).