Introduction, Prerequisites | Avaya NN44400-710 guide

Introduction

This document provides the procedures to generate performance management reports for Avaya Aura™ Contact Center Release 6.0/6.1.

Prerequisites

•Ensure that you have the most recent documentation. Documentation is available on the Avaya web site at www.avaya.com/support.

•Install the Contact Center Server software.

•Install the following Contact Center components:

—Contact Center Manager Administration

—Contact Center Multimedia (optional)

Navigation

•Performance management fundamentals (page 11)

•Filter management (page 15)

•Real-time Reporting (page 23)

•Exported displays (page 31)

•Graphical displays (page 37)

•Real-time report customization (page 55)

•Contact Center Multimedia reports (page 69)

•Historical Reporting (page 73)

•Expert reports (page 97)

•Statistics configuration (page 115)

•Report Creation Wizard (page 125)

NN44400-710 Contact Center Performance Management

12 November 2010 9

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Avaya NN44400-710 manual Introduction, Prerequisites

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 Filter management Prerequisites to filter managementCreating a filter in Real-time Reporting 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 Real-time Reporting Prerequisites to real-time reportsLogging on to Real-Time Reporting Creating a private real-time display Real-time ReportingSelect the Public Tabular Displays folder Making a public copy of a private real-time display Deleting public displays Applying custom formulas to real-time displaysClick Add Field 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 Deleting an exported real-time display grid Viewing the non-staffed skillsetsFrom the Displays menu, click Manage Exported Displays Page Exporting summary charts Exported displaysPrerequisites to exported displays Exporting network summary charts Exported displaysClick 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 Opening a graphical display Deleting 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 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 Adding a new column to a real-time display Customizing display propertiesClick 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 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 Logging on to Historical Reporting Applying filters to network consolidated historical reportsHistorical Reporting Defining the selection criteria Click the Public Report Templates folderClick 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 Defining the Sybase DSN Defining a connection to the serverExpert reports Select Server Object, Add Installing the Caché Odbc driver Ccms Select Sybase ASE Odbc DriverClick Test Connect Page Defining the Caché Odbc DSN Ccms Installing the Caché Jdbc DriverSelect Intersystems Odbc Cache Namespace, enter Ccmsstat Installing the Caché Odbc driver Ccmm Running the Database View Definition reportComponents\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 Setting the page orientation Creating reports using Microsoft ExcelChoose Data, Import External Data, New Database Query Query Wizard-Filter Data box, click Next Creating reports using Microsoft Access Expert reports Saving a report template in Crystal Reports Select the Preview the report optionSelect 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 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 Configuring real-time statistics collection Application Statistics Optional IVR Statistics OptionalAgent 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 Header field Title Width Font Color Check Boxes Group Header #1 section, click SkillsetGroup 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 Creating an integrated report Group Header #2 section, click @RCWApplicationNameIDReport Name box, type Skillset Threshold Saving a report Previewing 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 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 Defining selection criteria Report Properties window, click 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