Avaya NN44400-710 Contents

NN44400-710 Contact Center Performance Management 12 November 2010 3

Contents

New in this release 7

Features 7

Contact Types 7

Summarized historical statistics interval 7

Expert consultation 7

Real-time Reporting Dashboard Display 7

Other changes 7

Introduction 9

Performance management fundamentals 11

11

Filters 11

Thresholds 12

Historical statistics 12

Real-time statistics 12

Network-consolidated displays 13

Nodal displays 13

Access and partition management 13

Crystal Reports 13

Filter management 15

Creating a filter in Real-time Reporting 15

Creating a filter in Historical reporting 16

Adding skillset elements to a filter 16

Adding application elements to a filter 17

Adding agent elements to a filter 18

Removing elements from a filter 19

Deleting a filter 19

Applying filters to real-time displays 20

Applying supervisor-reporting agent combinations to real-time displays 20

Removing filters from a real-time display 21

Real-time Reporting 23

Logging on to Real-Time Reporting 23

Creating a private real-time display 24

Making a public copy of a private real-time display 25

Deleting public displays 26

Applying custom formulas to real-time displays 26

Starting a network summary 27

Printing a summary chart 27

Printing a real-time display 28

Deleting a private display 28

Deleting an exported real-time display grid 29

Viewing the non-staffed skillsets 29

Contents

Main Avaya Aura Contact Center Performance Management NN44400-710 Copyright 2010 Avaya Inc. All Rights Reserved. LICENSEINFO/ 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 Page 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 Page 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. Page 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 Page Configuring an agent map elements to a filter (page 18) 44 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 Page 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 Page 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 Page 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 Page Importing a report Importing a parameter report Editing a report Printing an ad hoc report Scheduling a report Page 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 Page 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). 128 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 Page Page Page Page Creating an advanced report Page Example of creating an advanced Skillset Threshold report An example of creating an advanced Skillset Threshold report. Page Page 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).