Avaya NN44400-710 guide

Performance management fundamentals

14 NN44400-710 Contact Center Performance Management

12 November 2010

Image 14

Avaya NN44400-710 manual

Contents

Performance Management Copyright 2010 Avaya Inc All Rights Reserved Contents Contents NN44400-710 Contact Center Performance Management November Contact Center Multimedia reports Statistics configuration 115 Navigation FeaturesNew in this release Other changesPage Introduction PrerequisitesPage Performance management fundamentals Filters Real-time statistics ThresholdsHistorical statistics Performance management fundamentals Access and partition management Crystal ReportsPage Creating a filter in Real-time Reporting Filter managementPrerequisites to filter management Filter management Creating a filter in Historical reportingAdding skillset elements to a filter End Adding application elements to a filter Step Action Adding agent elements to a filter Agents that match your criteria appear in a table Removing elements from a filter Deleting a filter Applying filters to real-time displays Removing filters from a real-time display Select the Private Tabular Displays folder 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 Step Action Log on to Real-Time Reporting Printing a summary chartStarting a network summary Click Network Summary Printing a real-time display Deleting a private 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 Viewing an exported real-time display Exporting real-time display grids Changing the path to export a summary chart Printing a real-time display grid Page Graphical displays Prerequisites to graphical display management Adding a graphical display Graphical displays 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 using drag and drop Arranging agents in an agent map automatically Changing the header format of icons in an agent map Customizing the agent map layoutResizing an agent map Click Save Layout End 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 Configuring a billboard display Presentation area, select Billboard Configuring a chart display Graphical displays Creating a private collection Presentation area, select Private Collection Presentation area, select Private Billboard Collection Creating a private billboard collectionCreating a public collection or public billboard collection Action Arranging the billboards in a billboard collection Real-time report customization Prerequisites to real-time reporting customization Real-time report customization Adding charts to the Real-time DashboardCreating a Real-time Dashboard display 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 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 Changing the data collection mode of a real-time display Rearranging columns in a real-time display Changing the title of a 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 Prerequisites Creating a Ccmm report template for user-created reports Contact Center Multimedia reportsPrerequisites to Ccmm reports DSNs Available list, click Ccmm DSN Importing a Ccmm user-created report Contact Center Multimedia reports Select a Report Mode Page Historical Reporting Prerequisites to 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 Running an Ad hoc report Report Details Selection Criteria Data Range Schedule Running a parameter report Ad hoc Historical Reporting End Exporting an Ad hoc report Creating a shared or private report Schedule Click Report Details Defining the report output Historical Reporting Importing a report Click Activate Importing a parameter report Editing a report Printing an ad hoc report Click Save Report End Scheduling a report Prerequisites Historical Reporting Printing a report schedule Variable Definition Activating a scheduled report Deactivating a scheduled report Click De-Activate End Adding the euro symbol to a custom report Step Action Open Microsoft Word Running a report from a different time zone Deleting a report Deactivate the schedule. See Deactivating a scheduled report Expert reports Expert reports Defining a connection to the serverDefining the Sybase DSN Select Server Object, Add Click Test Connect Installing the Caché Odbc driver CcmsSelect Sybase ASE Odbc Driver Page Select Intersystems Odbc Installing the Caché Jdbc DriverDefining the Caché Odbc DSN Ccms Cache Namespace, enter Ccmsstat Components\Cache\lib\ Installing the Caché Odbc driver CcmmRunning the Database View Definition report Defining the DSN Ccmm Select the CCMM\CacheODBCSoftware folder Creating a report and connecting to the database Crystal Expand Current Connection, Obdc entry, blue, dbo, Views Changing a database alias Variable Value Choose Data, Import External Data, New Database Query Setting the page orientationCreating reports using Microsoft Excel Creating reports using Microsoft Access Query Wizard-Filter Data box, click Next 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 Adding customized formulas to a report Crystal Click User Editor End Creating a custom report Choose Report, Expert Statistics configuration Prerequisites to statistics configuration Statistics configuration Creating custom formulas Variable definitions From the Variables list, select CallsAnswdAftThreshold Statistics configuration Variable DefinitionFrom the Statistics Group list, select Application From the Variables list, select CallsAnswered Modifying custom formulas Deleting a custom formula Configuring historical statistics data collection Select the Historical Statistics folder Configuring historical statistics collection on the NCC Click the Network Historical Statistics folder Agent Statistics Optional Configuring real-time statistics collectionApplication Statistics Optional IVR Statistics Optional Statistics configuration Page Report Creation Wizard Creating a simplified report Starting Report Creation WizardOpening an existing report Report Creation Wizard Prerequisites Skillset Timestamp AgentLogin Creating a sample Agent by Skillset Performance report From the iAgentBySkillsetStat, select CallsAnswered Selected field WidthSkillset Report Footer Group Footer #1 Group Footer #2 Group Footer #1 section, click @RCWTalkTime Group Footer #2 field Width 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 Open RCW Report window, click Agent By Skillset Performance Report Title box, type Agent By Skillset Report Creation Wizard Step Action Defining configuration settingsInterval Mode Timestamp 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 Moving a field Report Creation Wizard Starts with Contains Ends with Resizing an object Adding a text field Modifying object properties Click the Object Properties tab Suppressing a report section Adding a field to or removing a field from a report Select the Section Properties tab 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 Viewing or modifying the object name in Crystal Reports Customizing the Report Creation Wizard template logo Applying template changes to existing reports Report Creation Wizard End