New in this release, Navigation, Features | Avaya NN44400-710

New in this release

The following sections detail what is new in the Avaya Aura™ Contact Center

Performance Management Data Dictionary (NN44400-117) Release 6.0/6.1.

Navigation

•Features (page 7)

•Other changes (page 7)

Features

See the following sections for information about features:

•Contact Types (page 7)

•Summarized historical statistics interval (page 7)

•Expert consultation (page 7)

•Real-time Reporting Dashboard Display (page 7)

Contact Types

Reports include the following new contact types:

•Scanned document

•Fax

•SMS

•Voice mail

Summarized historical statistics interval

Summarized historical statistics are statistics accumulated over a period of time. The new default value is three minutes.

Expert consultation

Apeer-to-peer expert consultation is an agent-initiated outgoing contact made while the agent has an existing primary contact already opened. Such consultation contacts are initiated by using a user interface (UI) feature in the Avaya Aura™ Agent Desktop client. This feature is available only for SIP-enabled contact centers.

Real-time Reporting Dashboard Display

The Contact Center Manager Administration Real-time reporting displays provide you with up-to-date statistics for your contact center and resources.

Other changes

There are no other changes in this release.

NN44400-710 Contact Center Performance Management

12 November 2010 7

Image 7

Avaya NN44400-710 manual New in this release, Navigation, Features, Other changes

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 Other changes FeaturesNew in this release NavigationPage Prerequisites IntroductionPage Filters Performance management fundamentals Performance management fundamentals ThresholdsHistorical statistics Real-time statistics Crystal Reports Access and partition managementPage Prerequisites to filter management Filter managementCreating a filter in Real-time Reporting End Creating a filter in Historical reportingAdding skillset elements to a filter Filter management 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 Prerequisites to real-time reports Real-time ReportingLogging on to Real-Time Reporting Real-time Reporting Creating a private real-time displaySelect the Public Tabular Displays folder Making a public copy of a private real-time display Applying custom formulas to real-time displays Deleting public displaysClick Add Field Click Network Summary Printing a summary chartStarting a network summary Step Action Log on to Real-Time Reporting Deleting a private display Printing a real-time display Viewing the non-staffed skillsets Deleting an exported real-time display gridFrom the Displays menu, click Manage Exported Displays Page Exported displays Exporting summary chartsPrerequisites to exported displays Exported displays Exporting network summary chartsClick Export JPG 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 Deleting a graphical display Opening a graphical displayGraphical displays End 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 Click Save Layout End Customizing the agent map layoutResizing an agent map Changing the header format of icons in an agent map 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 Action Creating a private billboard collectionCreating a public collection or public billboard collection Presentation area, select Private Billboard Collection Arranging the billboards in a billboard collection Prerequisites to real-time reporting customization Real-time report customization From Presentation, select Dashboard Adding charts to the Real-time DashboardCreating a Real-time Dashboard display Real-time report customization Changing chart properties in the Real-time Dashboard display Saving the real-time display Customizing display properties Adding a new column to a real-time displayClick the Private Tabular Displays folder 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 DSNs Available list, click Ccmm DSN Contact Center Multimedia reportsPrerequisites to Ccmm reports Creating a Ccmm report template for user-created reports Contact Center Multimedia reports Importing a Ccmm user-created report Select a Report Mode Page Prerequisites to Historical Reporting Historical Reporting Applying filters to network consolidated historical reports Logging on to Historical ReportingHistorical Reporting Click the Public Report Templates folder Defining the selection criteriaClick the Selection Criteria heading 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 Select Server Object, Add Defining a connection to the serverDefining the Sybase DSN Expert reports Select Sybase ASE Odbc Driver Installing the Caché Odbc driver CcmsClick Test Connect Page Cache Namespace, enter Ccmsstat Installing the Caché Jdbc DriverDefining the Caché Odbc DSN Ccms Select Intersystems Odbc Running the Database View Definition report Installing the Caché Odbc driver CcmmComponents\Cache\lib\ 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 Creating reports using Microsoft Excel Setting the page orientationChoose Data, Import External Data, New Database Query Query Wizard-Filter Data box, click Next Creating reports using Microsoft Access Expert reports Select the Preview the report option Saving a report template in Crystal ReportsSelect File, Save As 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 Variables list, select CallsAnswered Statistics configuration Variable DefinitionFrom the Statistics Group list, select Application From the Variables list, select CallsAnswdAftThreshold 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 Application Statistics Optional IVR Statistics Optional Configuring real-time statistics collectionAgent Statistics Optional Statistics configuration Page Report Creation Wizard Report Creation Wizard Starting Report Creation WizardOpening an existing report Creating a simplified report Prerequisites Creating a sample Agent by Skillset Performance report Skillset Timestamp AgentLogin Report Footer Group Footer #1 Group Footer #2 Selected field WidthSkillset From the iAgentBySkillsetStat, select CallsAnswered Group Footer #2 field Width Group Footer #1 section, click @RCWTalkTime Report Creation Wizard Report Footer field Width Group Header #1 section, click Skillset Header field Title Width Font Color Check BoxesGroup Header #2 section, click Timestamp 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 Group Header #2 section, click @RCWApplicationNameID Creating an integrated reportReport Name box, type Skillset Threshold Previewing a report Saving a reportOn the toolbar, click Import to Historical Reporting End 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 From the Report Type list, select HistoricalNodal Defining configuration settingsInterval Mode Timestamp Report Creation Wizard Step Action Open a saved report in Report Creation Wizard Report Properties window, click Selection Criteria Defining selection criteriaIs greater than Is less than Not equal to Between 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