Avaya NN44400-710 specification

Report Creation Wizard

•Report Footer

•Group Footer #1

•Group Footer #2

•Group Footer #3

30Click Add.

The CallsAnsweredAfterThreshold field, Sum summation type, and the selected report sections appear in the Summary Data list.

31From the Fields list, under the iSkillsetStat Formulas heading, select @RCW_CallsAnsweredBeforeThreshold.

32From the Summation Type list, select Sum.

This summation type totals all calls answered before the threshold is reached.

33From the Groups list, select the following check boxes:

•Report Footer

•Group Footer #1

•Group Footer #2

•Group Footer #3

34Click Add.

The @RCW_CallsAnsweredBeforeThreshold formula, Sum summation type, and the selected report sections appear in the Summary Data list.

35Click Next.

36In the Report Layout window, double-click the Page Header section.

37In the Page Header section, click Time.

38On the Object Properties page, in the Height box, type 80. With a height of 80 pixels, the full text can print.

39Select the Bold and Underline check boxes.

40In the Page Header section, click the next field.

41On the Object Properties page, in the Title box, change the title. For example, change CallsAnswered to Calls Answered, and change @RCW_CallsAnsweredBeforeThreshold to Calls Answered Before Threshold.

42In the Height box, type 80.

43Select the Bold and Underline check boxes.

44Repeat step 40 to step 43 for the remaining Page Header fields.

45Double-click the Group Header #1 section.

46In the Group Header #1 section, click @RCW_SkillsetNameID.

47On the Object Properties page, in the Width box, type 300.

NN44400-710 Contact Center Performance Management

12 November 2010 137

Image 137

Avaya NN44400-710 manual Group Header #1 section, click @RCWSkillsetNameID

Contents

Performance Management Copyright 2010 Avaya Inc All Rights Reserved Contents NN44400-710 Contact Center Performance Management November Contents Contact Center Multimedia reports Statistics configuration 115 New in this release FeaturesNavigation Other changesPage Prerequisites IntroductionPage Filters Performance management fundamentals Historical statistics ThresholdsReal-time statistics Performance management fundamentals Crystal Reports Access and partition managementPage Creating a filter in Real-time Reporting Filter managementPrerequisites to filter management Adding skillset elements to a filter Creating a filter in Historical reportingFilter management End Step Action Adding application elements to a filter Agents that match your criteria appear in a table Adding agent elements to a filter Deleting a filter Removing elements from a filter Applying filters to real-time displays Select the Private Tabular Displays folder Removing filters from a real-time display Filter management Logging on to Real-Time Reporting Real-time ReportingPrerequisites to real-time reports Select the Public Tabular Displays folder Creating a private real-time displayReal-time Reporting Making a public copy of a private real-time display Click Add Field Deleting public displaysApplying custom formulas to real-time displays Starting a network summary Printing a summary chartStep Action Log on to Real-Time Reporting Click Network Summary Deleting a private display Printing a real-time display From the Displays menu, click Manage Exported Displays Deleting an exported real-time display gridViewing the non-staffed skillsets Page Prerequisites to exported displays Exporting summary chartsExported displays Click Export JPG Exporting network summary chartsExported displays Exporting real-time display grids Viewing an exported real-time display Changing the path to export a summary chart Printing a real-time display grid Page Prerequisites to graphical display management Graphical displays Graphical displays Adding a graphical display Graphical displays End Opening a graphical displayDeleting a graphical display Making a public copy of a graphical display Assigning threshold alerts to a nodal real-time display Click Submit to save your changes Configuring an agent map Adding agents to an agent map Arranging agents in an agent map automatically Arranging agents in an agent map using drag and drop Resizing an agent map Customizing the agent map layoutChanging the header format of icons in an agent map Click Save Layout End Zooming in or out on an agent map display Activate an agent details window from an agent map Activate a display from an agent map Presentation area, select Billboard Configuring a billboard display Configuring a chart display Graphical displays Presentation area, select Private Collection Creating a private collection Creating a public collection or public billboard collection Creating a private billboard collectionPresentation area, select Private Billboard Collection Action Arranging the billboards in a billboard collection Prerequisites to real-time reporting customization Real-time report customization Creating a Real-time Dashboard display Adding charts to the Real-time DashboardReal-time report customization From Presentation, select Dashboard Changing chart properties in the Real-time Dashboard display Saving the real-time display Click the Private Tabular Displays folder Adding a new column to a real-time displayCustomizing display properties Changing the font size in a real-time display grid Changing the refresh rate of a real-time display Changing the color settings of a real-time display grid Changing the chart type for a site summary Changing the fill color of a summary chart Changing the column width in a real-time display Changing column names Rearranging columns in a real-time display Changing the data collection mode of a real-time display Deleting columns from a real-time display Changing the title of a real-time display grid Rotating a summary chart Moving the chart contents within the window Zooming in on areas of a summary chart Increasing or decreasing the summary chart size Prerequisites Prerequisites to Ccmm reports Contact Center Multimedia reportsCreating a Ccmm report template for user-created reports DSNs Available list, click Ccmm DSN Contact Center Multimedia reports Importing a Ccmm user-created report Select a Report Mode Page Prerequisites to Historical Reporting Historical Reporting Historical Reporting Logging on to Historical ReportingApplying filters to network consolidated historical reports Click the Selection Criteria heading Defining the selection criteriaClick the Public Report Templates folder Prerequisites Opening a public, private, or shared report Report Details Selection Criteria Data Range Schedule Running an Ad hoc report Historical Reporting End Running a parameter report Ad hoc Exporting an Ad hoc report Schedule Click Report Details Creating a shared or private report Defining the report output Historical Reporting Click Activate Importing a report Importing a parameter report Editing a report Click Save Report End Printing an ad hoc report Scheduling a report Prerequisites Historical Reporting Variable Definition Printing a report schedule Deactivating a scheduled report Activating a scheduled report Click De-Activate End Step Action Open Microsoft Word Adding the euro symbol to a custom report Deleting a report Running a report from a different time zone Deactivate the schedule. See Deactivating a scheduled report Expert reports Defining the Sybase DSN Defining a connection to the serverExpert reports Select Server Object, Add Click Test Connect Installing the Caché Odbc driver CcmsSelect Sybase ASE Odbc Driver Page Defining the Caché Odbc DSN Ccms Installing the Caché Jdbc DriverSelect Intersystems Odbc Cache Namespace, enter Ccmsstat Components\Cache\lib\ Installing the Caché Odbc driver CcmmRunning the Database View Definition report Select the CCMM\CacheODBCSoftware folder Defining the DSN Ccmm Expand Current Connection, Obdc entry, blue, dbo, Views Creating a report and connecting to the database Crystal Variable Value Changing a database alias Choose Data, Import External Data, New Database Query Setting the page orientationCreating reports using Microsoft Excel Query Wizard-Filter Data box, click Next Creating reports using Microsoft Access Expert reports Select File, Save As Saving a report template in Crystal ReportsSelect the Preview the report option Importing a user-created Crystal Report Linking subreport Timestamp fields Click User Editor End Adding customized formulas to a report Crystal Creating a custom report Choose Report, Expert Prerequisites to statistics configuration Statistics configuration Creating custom formulas Statistics configuration Variable definitions From the Statistics Group list, select Application Statistics configuration Variable DefinitionFrom the Variables list, select CallsAnswdAftThreshold From the Variables list, select CallsAnswered Deleting a custom formula Modifying custom formulas Select the Historical Statistics folder Configuring historical statistics data collection Click the Network Historical Statistics folder Configuring historical statistics collection on the NCC Agent Statistics Optional Configuring real-time statistics collectionApplication Statistics Optional IVR Statistics Optional Statistics configuration Page Report Creation Wizard Opening an existing report Starting Report Creation WizardCreating a simplified report Report Creation Wizard Prerequisites Creating a sample Agent by Skillset Performance report Skillset Timestamp AgentLogin Skillset Selected field WidthFrom the iAgentBySkillsetStat, select CallsAnswered Report Footer Group Footer #1 Group Footer #2 Group Footer #2 field Width Group Footer #1 section, click @RCWTalkTime Report Creation Wizard Report Footer field Width Group Header #2 section, click Timestamp Header field Title Width Font Color Check BoxesGroup Header #1 section, click Skillset Creating an advanced report Selected field or formula moves to the Group by list Example of creating an advanced Skillset Threshold report Timestamp CallsAnswered CallsAnsweredAfterThreshold Group Header #1 section, click @RCWSkillsetNameID Report Name box, type Skillset Threshold Creating an integrated reportGroup Header #2 section, click @RCWApplicationNameID On the toolbar, click Import to Historical Reporting End Saving a reportPreviewing a report Importing a report to Historical Reporting Interval Mode Table Name Timestamp Report Title box, type Agent By Skillset Open RCW Report window, click Agent By Skillset Performance Interval Mode Timestamp Defining configuration settingsReport Creation Wizard Step Action From the Report Type list, select HistoricalNodal Open a saved report in Report Creation Wizard Is greater than Is less than Not equal to Between Defining selection criteriaReport Properties window, click Selection Criteria Report Creation Wizard Starts with Contains Ends with Moving a field Adding a text field Resizing an object Click the Object Properties tab Modifying object properties Suppressing a report section Select the Section Properties tab Adding a field to or removing a field from a report Sorting the direction of a group, field or formula Adding a formula to or removing a formula from a report Sorting the order of a field or formula Viewing or modifying the object name in Crystal Reports Customizing the Report Creation Wizard template logo Report Creation Wizard End Applying template changes to existing reports