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BCM Contact Center Document Number: NN40040-304 Document Status: Standard Document Version: 01.01 Date: August 2008 Reporting for Contact Center

10 List of Tables NN40040-304

Using Reporting for Contact Center NN40040-304 100This is the calculation that is used in the System wallboard parameters SH and SD and in the Call De

Using Reporting for Contact Center 101 Reporting for Contact Center Setup and Operations Guide This Real Time screen indicates the numbers and states

Using Reporting for Contact Center NN40040-304 102On Non-Contact Center Calls On Non-Contact Center Calls indicates the number of Agents who are curre

Using Reporting for Contact Center 103 Reporting for Contact Center Setup and Operations Guide Waiting Waiting indicates the number of calls that are

Using Reporting for Contact Center NN40040-304 104On Hold Indicates how many calls are placed on hold. Longest Waiting Time Longest Waiting Time indic

Using Reporting for Contact Center 105 Reporting for Contact Center Setup and Operations Guide The following sections describe the available informat

Using Reporting for Contact Center NN40040-304 106 Incoming An agent is in the Incoming state when they have answered an Incoming Contact Center cal

Using Reporting for Contact Center 107 Reporting for Contact Center Setup and Operations Guide  Multimedia A Multimedia voice or browser call is whe

Using Reporting for Contact Center NN40040-304 108 Not Available Agents who are unavailable to answer Incoming calls are in the Not Available state.

Using Reporting for Contact Center 109 Reporting for Contact Center Setup and Operations Guide Logged In SS Indicates the Skillsets the Agent is curre

How to Use this Guide 11 Reporting for Contact Center Setup and Operations Guide How to Use this Guide Introduction This guide is designed to allow a

Using Reporting for Contact Center NN40040-304 110Agent Alarms The Agent Alarms option allows you to set Real Time thresholds that operate with refer

Using Reporting for Contact Center 111 Reporting for Contact Center Setup and Operations Guide Select Agent Alarm Setup to view the Agent Alarm Setup

Using Reporting for Contact Center NN40040-304 112The Agent Alarms Values page allows you to specify threshold values for the following Agent activiti

Using Reporting for Contact Center 113 Reporting for Contact Center Setup and Operations Guide Wallboard Setup If your supervisor has assigned you the

Using Reporting for Contact Center NN40040-304 114QL Current Queue Length – number of calls queuing for this Skillset QT Current Queue Time for th

Using Reporting for Contact Center 115 Reporting for Contact Center Setup and Operations Guide A profile of six different Alarm Thresholds can be set

Using Reporting for Contact Center NN40040-304 116 Service Level for previous Hour and Day so far Using the Wallboard Options To use the Wallboard

Using Reporting for Contact Center 117 Reporting for Contact Center Setup and Operations Guide The following sections describe the Wallboard Setup op

Using Reporting for Contact Center NN40040-304 118 Figure 107: Add Wallboard page 2. In the IP/Network Name field, enter the IP Address or Network

Using Reporting for Contact Center 119 Reporting for Contact Center Setup and Operations Guide (that is, to have the information displayed represent t

How to Use this Guide NN40040-304 12 How to get Help This section explains how to get help for Nortel products and services. Getting Help from the No

Using Reporting for Contact Center NN40040-304 120 Figure 108: Wallboard Setup page with a wallboard listed Click Edit to view the Edit Wallboard p

Using Reporting for Contact Center 121 Reporting for Contact Center Setup and Operations Guide Figure 109: Edit Wallboard page The Edit Wallboard pa

Using Reporting for Contact Center NN40040-304 122 Figure 110: Edit Parameters page The Edit Parameters page allows you to specify which six (or three

Using Reporting for Contact Center 123 Reporting for Contact Center Setup and Operations Guide To return to the Wallboard Setup page without saving a

Using Reporting for Contact Center NN40040-304 124 Figure 111: Assigned Messages page Click Add to view the Add Messages page shown in Figure 112: Ad

Using Reporting for Contact Center 125 Reporting for Contact Center Setup and Operations Guide Figure 112: Add Message page Type your message text i

Using Reporting for Contact Center NN40040-304 126 Figure 113: Add Message page – example text In the example, User Mary Smith entered the following

Using Reporting for Contact Center 127 Reporting for Contact Center Setup and Operations Guide To leave the Add Messages page without saving any chang

Using Reporting for Contact Center NN40040-304 128You can use the Edit button to edit the details of a message, and you can use the Delete button to r

Using Reporting for Contact Center 129 Reporting for Contact Center Setup and Operations Guide Figure 116: Add Alarm page Follow these steps to spec

Introduction 13 Reporting for Contact Center Setup and Operations Guide Introduction Nortel Reporting for Contact Center is a browser-based Real Time

Using Reporting for Contact Center NN40040-304 130message, but they are separate and distinct alarms, and they operate independently, with no interact

Using Reporting for Contact Center 131 Reporting for Contact Center Setup and Operations Guide 5. In the Threshold field, enter a numerical threshold

Using Reporting for Contact Center NN40040-304 132 Figure 117: Example Settings for a Multi Alarm Period Alarm The Alarm is triggered when the parame

Using Reporting for Contact Center 133 Reporting for Contact Center Setup and Operations Guide The second Alarm Period begins at 17:30 in the evening.

Using Reporting for Contact Center NN40040-304 134 Schedules Schedules allow you to automatically send a message to the wallboards of a Skillset (or t

Using Reporting for Contact Center 135 Reporting for Contact Center Setup and Operations Guide Figure 120: Add Schedule page Follow these steps to c

Using Reporting for Contact Center NN40040-304 1362. From the Day list, select the day on which the Schedule operates. You can set a Schedule to oper

Using Reporting for Contact Center 137 Reporting for Contact Center Setup and Operations Guide the Skillset 3 wallboards at 13:00, each day of her wor

Using Reporting for Contact Center NN40040-304 138Instant Messages Instant messages allow Users to manually select any one of the stored wallboard mes

Using Reporting for Contact Center 139 Reporting for Contact Center Setup and Operations Guide • For more information about using Favorites, see page

Introduction NN40040-304 14 Administrators and Users The two types of Nortel Reporting for Contact Center users are Administrators and Users. In addi

Using Reporting for Contact Center NN40040-304 140 • If the New message field does not contain any text, the displayed message in the Existing messag

Using Reporting for Contact Center 141 Reporting for Contact Center Setup and Operations Guide Time Bins Setup The Time Bins option allows you to spec

Using Reporting for Contact Center NN40040-304 142 Figure 125: Time Bin Setup Skillset selection page The Time Bin Setup Skillset selection page allo

Using Reporting for Contact Center 143 Reporting for Contact Center Setup and Operations Guide Figure 126: Time Bins page 3. In the Answered Time

Using Reporting for Contact Center NN40040-304 144To close the Time Bins page without saving your changes, click Cancel. The Time Bin Setup page shown

Using Reporting for Contact Center 145 Reporting for Contact Center Setup and Operations Guide Schedules You can configure Print Schedules so that Nor

Using Reporting for Contact Center NN40040-304 146 Figure 127: Reports and Schedules page Daily Schedules Select Daily Schedules to view the Your Dail

Using Reporting for Contact Center 147 Reporting for Contact Center Setup and Operations Guide Figure 128: Your Daily Schedules page Follow the step

Using Reporting for Contact Center NN40040-304 148 Figure 129: Add Daily Schedule page The Add Daily Schedule page allows you to specify which report

Using Reporting for Contact Center 149 Reporting for Contact Center Setup and Operations Guide Note: Daily Reports print on the day following the day

Introduction 15 Reporting for Contact Center Setup and Operations Guide System Software The software that sends data to Nortel Reporting for Contact C

Using Reporting for Contact Center NN40040-304 150 Mary Smith selected the Answered Calls by Skillset, Abandoned Calls by Skillset and Abandoned CLID/

Using Reporting for Contact Center 151 Reporting for Contact Center Setup and Operations Guide The Daily Schedule Skillsets page allows you to select

Using Reporting for Contact Center NN40040-304 152 Figure 132: Save Favorites page 2. Enter a name in the Favorite Name field, and then click Submi

Using Reporting for Contact Center 153 Reporting for Contact Center Setup and Operations Guide Saving your Daily Schedule 1. To save your Daily Sch

Using Reporting for Contact Center NN40040-304 154 Note that each Schedule can be identified by the Schedule Name that was provided when the Schedule

Using Reporting for Contact Center 155 Reporting for Contact Center Setup and Operations Guide Figure 134: Edit Daily Schedules page This page is se

Using Reporting for Contact Center NN40040-304 156You are prompted to confirm the deletion. When you confirm the deletion, the Your Daily Schedules pa

Using Reporting for Contact Center 157 Reporting for Contact Center Setup and Operations Guide 1. Click Add. The Add Weekly Schedules page shown in F

Using Reporting for Contact Center NN40040-304 158Note: Weekly Schedules generate reports on the specified day at the specified time. However, the ge

Using Reporting for Contact Center 159 Reporting for Contact Center Setup and Operations Guide Figure 138: Add Weekly Schedule page – example schedul

Introduction NN40040-304 16 Mouse (or other Windows®-compatible pointing device) Microsoft Internet Explorer version 6.0 Service Pack (SP) 1, or late

Using Reporting for Contact Center NN40040-304 160 Figure 139: Weekly Schedules - Skillsets • For information about using Skillset selection lists,

Using Reporting for Contact Center 161 Reporting for Contact Center Setup and Operations Guide To leave the Add Weekly Schedule page without saving an

Using Reporting for Contact Center NN40040-304 162 Activate Click Activate to enable the Print Schedule so that the schedule prints when the schedul

Using Reporting for Contact Center 163 Reporting for Contact Center Setup and Operations Guide This page is set up exactly like the Add Weekly Schedu

Using Reporting for Contact Center NN40040-304 164 Figure 142: Your Monthly Schedules page Follow the steps in this section to add a Monthly Schedul

Using Reporting for Contact Center 165 Reporting for Contact Center Setup and Operations Guide Figure 143: Add Monthly Schedule Page 2. To set a na

Using Reporting for Contact Center NN40040-304 166In the Report Period Start Time and Report Period End Time lists, specify the period in each day for

Using Reporting for Contact Center 167 Reporting for Contact Center Setup and Operations Guide 6. To save your Monthly Schedule click Submit. The Mo

Using Reporting for Contact Center NN40040-304 168Note: If you include the Agent Audit by Agent, Agent Profile by Agent, Agent Average by Agent, Agent

Using Reporting for Contact Center 169 Reporting for Contact Center Setup and Operations Guide Note: Each Schedule can be identified by the Schedule N

Installation 17 Reporting for Contact Center Setup and Operations Guide Installation Introduction This chapter describes the installation prerequisite

Using Reporting for Contact Center NN40040-304 170 Figure 147: Edit Monthly Schedule page This page is set up exactly like the Add Monthly Schedule p

Reports Explained 171 Reporting for Contact Center Setup and Operations Guide Reports Reports Introduction General Nortel Reporting for Contact Cente

Reports Explained NN40040-304 172 Figure 148: Reports and Schedules page

Reports Explained 173 Reporting for Contact Center Setup and Operations Guide Under Report Names each report is grouped according to its type, these

Reports Explained NN40040-304 174 Figure 149: Selecting a date range 3. Use the From Time and To Time fields to specify the time range for the repor

Reports Explained 175 Reporting for Contact Center Setup and Operations Guide Note: You can only print to printers that are configured and connected

Reports Explained NN40040-304 176 Figure 150: Print Status page 4. If you click on the Close button to close this window, you can re-open the Print

Reports Explained 177 Reporting for Contact Center Setup and Operations Guide Cancel reports to be printed Perform one of the following to cancel rep

Reports Explained NN40040-304 178 Figure 151: Select Skillsets page • For information about using Skillset selection lists, see page 151. • For info

Reports Explained 179 Reporting for Contact Center Setup and Operations Guide Figure 152: Select Agents or Skillsets page Use the following techniqu

Installation NN40040-304 18 Note: The Reporting for Contact Center directory will be left behind along with folders and files required for log informa

Reports Explained NN40040-304 180an Agent and clicking the < arrow box you will automatically highlight any skillsets that the agent has logged int

Reports Explained 181 Reporting for Contact Center Setup and Operations Guide  Click an unselected Activity Code once to select it (it will be high

Reports Explained NN40040-304 182To reset the timer, click Get Latest Contact Center Data again while the window is open. By having the data request t

Glossary 183 Reporting for Contact Center Setup and Operations Guide Glossary Abandoned Calls... Abandoned Calls are calls that ring in to the s

Glossary NN40040-304 184Calls Handled In Another Skillset ... Calls that have left a Skillset and entered another Skillset because of an Overfl

Glossary 185 Reporting for Contact Center Setup and Operations Guide Not Ready State ... Either the Agent has invoked the Make Not Ready featur

Glossary NN40040-304 186TCP/IP... Transmission Control Protocol/Internet Protocol: a protocol developed by the US Department of

References 187 Reporting for Contact Center Setup and Operations Guide References 1 Contact Center Set Up and Operation Guide (NN40040-301) 2 Keyc

Index NN40040-304 188Index A Abandon Time Bins, 141, 183 Abandoned, 98, 100, 103, 113, 141, 143, 150, 159, 166, 177, 183, 185 Abandoned Call, 141, 150

Index 189 Reporting for Contact Center Setup and Operations Guide J Java Runtime Environment, 13, 18, 55, 85, 97 L Language Support, 13 Latin American

Installation 19 Reporting for Contact Center Setup and Operations Guide Figure 1: Internet Properties dialog box Note: If you do not see the dialog b

Index NN40040-304 190W Wallboard, 36, 70, 77, 95, 113, 115, 116, 117, 118, 119, 120, 121, 122, 123, 128, 129, 134, 135, 138, 186, 187 Wallboard Assign

Copyright © 2008 Nortel Networks, All Rights Reserved The information in this document is subject to change without notice. The statements, configurat

Installation NN40040-304 20 4. Click OK to close the Internet Properties window. Proceed with the installation of Nortel Reporting for Contact Cent

Installation 21 Reporting for Contact Center Setup and Operations Guide Installing Microsoft Internet Information Services on Windows XP Professional

Installation NN40040-304 22 Figure 4: Windows Components Wizard 4. Select Internet Information Services (IIS). The background of the check box turn

Installation 23 Reporting for Contact Center Setup and Operations Guide Figure 5: Windows Components Wizard Installation Windows now installs your I

Installation NN40040-304 24 Figure 6: Windows Components Wizard Installation Completed Click Finish to return to the Add or Remove Programs dialog b

Installation 25 Reporting for Contact Center Setup and Operations Guide Figure 7: Internet Information Services test page This window also contains u

Installation NN40040-304 26 To ensure correct operation of Nortel Reporting for Contact Center, observe the following points:  The IP address setti

Installation 27 Reporting for Contact Center Setup and Operations Guide Figure 8: Configure Your Server Wizard 5. In the Application Server Options

Installation NN40040-304 28 Figure 9: Configure Your Server Wizard - Application Server Options 6. Review the Summary of your chosen configuration

Installation 29 Reporting for Contact Center Setup and Operations Guide Figure 10: Windows Components Wizard 8. Insert the Windows Server 2003 oper

Table of Contents 3 Reporting for Contact Center Setup and Operations Guide Table of Contents List of Figures...

Installation NN40040-304 30 7. Select the Web Server (IIS) check box, as shown in Figure 11: Add Roles Wizard dialog box. Figure 11: Add Roles Wiza

Installation 31 Reporting for Contact Center Setup and Operations Guide 1. Click on the Windows Start button to display the Start menu. 2. In the

Installation NN40040-304 32 Figure 13: IIS 7 install selection in Windows Features dialog box 4. Click OK to install the IIS 7.0 Management Console

Installation 33 Reporting for Contact Center Setup and Operations Guide Settings required for Windows Vista and Windows Server 2008 with IIS 7.0 In or

Installation NN40040-304 34 Figure 16: Server Manager window In the Server Manager main window, under Role Services click Add Role Services. The Add

Installation 35 Reporting for Contact Center Setup and Operations Guide o ASP o ASP.Net o ISAPI Extensions o ISAPI Filters • For a Vista operati

Installation NN40040-304 36 5. For a Vista operating system, click OK on the Windows Feature dialog box. For a Windows Server 2008 operating system,

Installation 37 Reporting for Contact Center Setup and Operations Guide By default, Nortel Reporting for Contact Center software creates a folder in t

Installation NN40040-304 38 If you are using the Windows 2000 or Windows XP operating system, right-click the Local Area Connection icon and then clic

Installation 39 Reporting for Contact Center Setup and Operations Guide Figure 18: Download the Reporting for Contact Center Software 5. Click Down

4 Table of Contents NN40040-304 Administration...

Installation NN40040-304 40 If you select Save, the Reporting for Contact Center executable file is downloaded to your PC. Go to the location where yo

Installation 41 Reporting for Contact Center Setup and Operations Guide Figure 21: RCC Compatibility Check – creating backup files Go to step 12. I

Installation NN40040-304 42 Figure 23: Choose Setup Language dialog box Note: Each User of Nortel Reporting for Contact Center is assigned a languag

Installation 43 Reporting for Contact Center Setup and Operations Guide Click OK to install MDAC 2.8. 14. The MDAC 2.8 End User License Agreement di

Installation NN40040-304 44 Figure 26: MDAC installation dialog box Click Finish to begin the MDAC 2.8 installation. 16. After MDAC 2.8 is installed

Installation 45 Reporting for Contact Center Setup and Operations Guide Figure 27: Microsoft Data Access Components system restart dialog box Click

Installation NN40040-304 46 Figure 28: InstallShield RCC requirements for SQL Server and Report Viewer dialog box Click OK to install both SQL Serve

Installation 47 Reporting for Contact Center Setup and Operations Guide Figure 29: InstallShield RCC requirements dialog box 18. After the RCC prere

Installation NN40040-304 48 Figure 30: InstallShield Wizard RCC Welcome dialog box To begin the RCC installation click Next. To cancel the installat

Installation 49 Reporting for Contact Center Setup and Operations Guide Figure 31: License Agreement dialog box 20. Read the Software License Agreem

Table of Contents 5 Reporting for Contact Center Setup and Operations Guide Reports ...

Installation NN40040-304 50 21. The Choose Destination Location dialog box shown in Figure 33 : Choose Destination Location dialog box appears. Fi

Installation 51 Reporting for Contact Center Setup and Operations Guide Figure 34: Setup Status dialog box The Setup Status dialog box shows the pro

Installation NN40040-304 52 Figure 36: Installation Complete dialog box Note: Before Nortel Reporting for Contact Center can operate correctly, you m

Installation 53 Reporting for Contact Center Setup and Operations Guide Figure 37: RCC Monitor splash screen 27. The RCC Database Installer Utility

Installation NN40040-304 54 Note: This utility can take several minutes to execute. During the Create Tables step, there will be a long pause of appro

Installation 55 Reporting for Contact Center Setup and Operations Guide The IVU checks the following: • SQL Server installation • Database Status

Installation NN40040-304 56 The default CCRS password is CCRS. Click OK to submit the BCM Connection data. To verify the BCM IP Address and CCRS pas

Installation 57 Reporting for Contact Center Setup and Operations Guide Click Yes to save the settings to the RCC database. The IVU window will disp

Installation NN40040-304 58 PCS as a desktop application When PCS is running as a desktop application it will run in the background and display a syst

Installation 59 Reporting for Contact Center Setup and Operations Guide 2. Click Stop to stop the PCS running. 3. The Status in the RCC Print Call

6 List of Figures NN40040-303 List of Figures Figure 1: Internet Properties dialog box...

Installation NN40040-304 60 Or, Option 2 • Follow the steps in the section Stopping the PCS desktop application, on page 58, where step 2 will displ

Installation 61 Reporting for Contact Center Setup and Operations Guide 3. The Set Service Login dialog box will appear, as shown in Figure 52: Set S

Installation NN40040-304 62 Figure 54: Print Caller Service menu for Windows service 2. A confirmation message box will be displayed to verify the

Installation 63 Reporting for Contact Center Setup and Operations Guide Figure 56: RCC Print Caller Service window – Windows service mode Note: The

Installation NN40040-304 64 3. Close the Services, Administrative Tools and Control Panel windows. Restarting the PCS Windows service To restart t

Administration 65 Reporting for Contact Center Setup and Operations Guide Administration Logging In Follow the steps in this section to log on to Nort

Administration NN40040-304 66 Figure 59: Login page 2. Enter the username admin and the default password 0000, and click Login. Note: After an upg

Administration 67 Reporting for Contact Center Setup and Operations Guide Figure 60: Change Password page Your password can be from 1 to 10 characte

Administration NN40040-304 68 Contact Center Connection The Contact Center Connection page allows you to specify the network identifier (IP address or

Administration 69 Reporting for Contact Center Setup and Operations Guide Perform the following steps to configure the Contact Center Connection page:

List of Figures 7 Reporting for Contact Center Setup and Operations Guide Figure 53: RCC Print Caller Services settings changed message box...

Administration NN40040-304 70 7. From the Wallboard and Refresh Real Time Interval list, select your refresh interval for the Wallboard and Real Time

Administration 71 Reporting for Contact Center Setup and Operations Guide Note: After Reporting for Contact Center is installed, it queries the Contac

Administration NN40040-304 72 Administration Menu When an Administrator logs in (unless they are logging in with the default password of 0000), they

Administration 73 Reporting for Contact Center Setup and Operations Guide System Administration Select System Administration to view the System Admin

Administration NN40040-304 74 System Admin Settings System Admin Settings is a special utility that allows you to change the settings for the single,

Administration 75 Reporting for Contact Center Setup and Operations Guide To change the password, provide the new password in the Please enter new pas

Administration NN40040-304 76 Add Users The first time you see this page, no Users are defined. To add users, click Add. The Add User page, as shown i

Administration 77 Reporting for Contact Center Setup and Operations Guide 5. If the User is also an Administrator, select the Administrator check box

Administration NN40040-304 78 Note: The default password for all new Users is 0000. The first time they login to Nortel Reporting for Contact Cent

Administration 79 Reporting for Contact Center Setup and Operations Guide The newly added User now appears in the list of configured users on the User

8 List of Figures NN40040-304 Figure 109: Edit Wallboard page ...

Administration NN40040-304 80 Note: After you delete a User, you cannot retrieve the deleted User for later use. For any subsequent inclusion of that

Administration 81 Reporting for Contact Center Setup and Operations Guide Figure 71: Skillset Assignment page The Skillset Assignment page lists eac

Administration NN40040-304 82 Figure 72: Assigned Skillsets page Note: The Skillset names shown in Figure 72: Assigned Skillsets page are intended

Administration 83 Reporting for Contact Center Setup and Operations Guide Figure 73: Skillsets Assigned to User Mary Smith 4. To move a Skillset to

Administration NN40040-304 84 Maintenance The Maintenance option allows you to check the System Status and to start or stop the XML data feed logging.

Administration 85 Reporting for Contact Center Setup and Operations Guide Figure 75: System Status page From this page you can see the Web Host PC’s

Administration NN40040-304 86 Logging Select Logging to view the Logging Menu page shown in Figure 76: Logging Menu page. Figure 76: Logging Menu pa

Administration 87 Reporting for Contact Center Setup and Operations Guide To download a log file archive click the Download Logs button next to the d

Administration NN40040-304 88 The Purge Database page allows a user to permanently delete all data from the database prior to a selected date. Note:

Administration 89 Reporting for Contact Center Setup and Operations Guide Figure 79: Purging data countdown 5. After the Purge utility has removed

List of Tables 9 Reporting for Contact Center Setup and Operations Guide List of Tables Table 1: Administrator and User Permissions ...

Administration NN40040-304 90 Figure 80: New database date after database purge Note: The Reporting for Contact Center SQL Server database folder an

Administration 91 Reporting for Contact Center Setup and Operations Guide Figure 81: Company Details page Completing this page is not a requirement

Administration NN40040-304 92 Figure 82: Main Menu page

Using Reporting for Contact Center 93 Reporting for Contact Center Setup and Operations Guide Using Reporting for Contact Center Logging On Follow the

Using Reporting for Contact Center NN40040-304 94 Figure 83: Change Password page In the New password field, enter a new password. The password can

Using Reporting for Contact Center 95 Reporting for Contact Center Setup and Operations Guide Figure 84: User Main Menu page The page shown in Figur

Using Reporting for Contact Center NN40040-304 96 Real Time From the User Main Menu page shown in Figure 84: User Main Menu page, select Real Time to

Using Reporting for Contact Center 97 Reporting for Contact Center Setup and Operations Guide 1. To select the Real Time screens you want to view,

Using Reporting for Contact Center NN40040-304 98 The summary provides information about calls that are in the Skillset queues waiting to be answered

Using Reporting for Contact Center 99 Reporting for Contact Center Setup and Operations Guide Answered Hour/Day Answered Hour/Day indicates the number