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Nortel Networks Call Center Reporting Set Up and Operation Guide www.nortelnetworks.com © 2001 Nortel Network

3 Installing Nortel Networks Call Center Reporting Introduction This chapter describes installation prerequisites, how to install the Nortel Netwo

Installing Nortel Networks Call Center Reporting 12 Warning Message seen when attempting to install without Administrative Privileges. Installing Nor

Installing Nortel Networks Call Center Reporting 13and the Multiple Client PC(s). This means the Windows Network component is required for all Norte

Installing Nortel Networks Call Center Reporting 141. Exit any Windows programs that are running. 2. Start your internet Browser (such as Internet

Installing Nortel Networks Call Center Reporting 15Installing Nortel Networks Call Center Reporting Master Client for a CallPilot 2.0 Installation !

Installing Nortel Networks Call Center Reporting 16 To set up the Master Client PC to allow file sharing: 1. Click on the Start button and then clic

Installing Nortel Networks Call Center Reporting 17 Sharing the Call Center Reporting Folder 7. Click Shared As. Make sure that the name displayed

Installing Nortel Networks Call Center Reporting 18The Nortel Networks Call Center Reporting Multiple Client software can be loaded onto additional PC

Installing Nortel Networks Call Center Reporting 19 9. Several progress bars appear as the installation routine prepares itself. Presently the Nort

Table of Contents 2Table of contents Introduction ...

Installing Nortel Networks Call Center Reporting 20! Make sure you have clicked on the Call Center Reporting Client folder and NOT the Call Center Rep

Installing Nortel Networks Call Center Reporting 21The scenarios below assume you have accepted the default installation names and locations for Nor

Installing Nortel Networks Call Center Reporting 22 1. Using Windows Explorer, browse to the Call Center Reporting folder on the Nortel Networks Call

Installing Nortel Networks Call Center Reporting 23Troubleshooting Nortel Networks Call Center Reporting If the Master Client (including the RDB Serv

Installing Nortel Networks Call Center Reporting 24Networks Call Center Reporting, and re-start Nortel Networks Call Center Reporting once the Call Ce

Installing Nortel Networks Call Center Reporting 25In Windows 2000 the environment variables can be accessed as follows 1. Click Start 2. Point to S

Installing Nortel Networks Call Center Reporting 26Not Ready Grey Available Blue Alarm Red Waiting Light Blue On a very few PCs the default colors

Using Nortel Networks Call Center Reporting 4Starting Nortel Networks Call Center Reporting 1. To start the Nortel Networks Call Center Reporting M

Using Nortel Networks Call Center Reporting 28 2. Click the Log In icon on the toolbar. 3. You must now enter a User ID number and Password. The ID

Using Nortel Networks Call Center Reporting 29 1. Select Level and then click Log-Out. To Log Out and close the user interface: 1. Select Level and

Table of Contents 3Skillsets...34 Lines ...

Using Nortel Networks Call Center Reporting 30By looking at the title bar of the Main Window you will always be able to tell to which level you have L

Using Nortel Networks Call Center Reporting 31Configuration Report – display or print the Configuration settings for your entire System (900) or a si

5Configuring Nortel Networks Call Center Reporting Introduction Nortel Networks Call Center Reporting gathers data on events that occur within your C

Configuring Nortel Networks Call Center Reporting 34Configure window tabs Company Use this tab to enter details of your company. Your Company Name wil

Configuring Nortel Networks Call Center Reporting 35Setting the Password for Logging In to a Skillset in Call Center Reporting (Supervisor Passwo

Configuring Nortel Networks Call Center Reporting 36Note: Target Lines which are programmed into the Call Center do not need to be transferred to Nor

Configuring Nortel Networks Call Center Reporting 37and recording these activities into the statistical database, and doing so using the newly tr

Configuring Nortel Networks Call Center Reporting 38Security Allows the System Manager Log In password to be changed from the default value of 900. A

Wallboards 396Wallboards Introduction ! Note that you must be logged in with configuration rights in order to be able to configure the wallboards. W

Table of Contents 4Average Time Report...69 System Capacity Report

Wallboards 40 Note: The window displays each of the possible 16 Wallboards with their current settings. If a particular Wallboard is not assigned, i

Wallboards 41Note that the Nortel Networks Call Center Reporting expects the IP Address of the ipView WallBoard to remain constant. If it is altered

Wallboards 42Wallboard Parameters To select which parameters to display on a Wallboard, click the Parameter tab. The Wallboard Parameter window T

Wallboards 43Once a Wallboard has been allocated to either a Skillset or the System, and is configured with the required Parameters, the Wallboard wi

Wallboards 44 Note: It is advisable to put spaces at the end of the Message so that the last word is separated from the first word when the Message

Wallboards 45values for the duration of their scrolling. If this is happening on your site and you do not wish it happen then you can configure stat

Wallboards 46Deleting a Wallboard Alarm 1. From the Alarm tab, click and highlight the Alarm to be deleted. 2. Click Remove. 3. Click Yes when promp

Wallboards 473. Click Yes when prompted.

7Statistical Settings Introduction The presentation of information in the Real Time screens, and the analysis of data collected by Nortel Networks Ca

1How to use this guideIntroduction This guide is designed to assist a System Manager in the installation, set up and operation of Nortel Networks

Statistical settings 50Real Time tab Agent Status Alarm The times input into the first three boxes are used to alert a System manager when an agent ha

8Real Time Information Introduction Nortel Networks Call Center Reporting provides comprehensive Real Time management information that is constantly

Real Time information 52It is important to realise that the Real Time Agent State duration timers do not indicate which Agent will be the next one to

Real Time information 53System Numerical Real Time - Agents - provides a numerical representation of the agent related information and the service le

Real Time information 54Status duration of all agents logged in Skillset name to which each agent belongs System level – Numerical Real Time Screen

Real Time information 55Number of agents on outgoing calls Number of abandoned calls (15 min period) Grade of Service offered (15 min period) Skillse

Real Time information 56 Skillset level - Real Time Screen The information displayed in the Skillset Real Time - Chart window includes: Skillset R

Real Time information 57The information displayed in the Skillset Real Time - Agents window includes: Skillset Real Time - Agents Names of all agen

Real Time information 58 The Agent is tracked correctly on the Real Time screens and in the reports, but they are identified as ‘Agntxxx’ as described

9 Management Reports Introduction Nortel Networks Call Center Reporting automatically collects and collates statistical data from the Call Center. Fr

How to use this Guide 6Statistical Settings — explains how to tailor the analysis of the management information to suit your requirements. Real Time

Management Reports 60For accuracy, the Line Stats and the Agent Stats are tracked separately. So if an Agent transfers a call to another Agent who th

Management Reports 61same as those you can access from the Current Reports menu options or tool bar icons. If you wish to view reports for today, yo

Management Reports 62• To view reports for a whole day, click the day required and then click the Daily button. • To view reports for a whole week,

Management Reports 63Window Selecting Window provides a drop down menu with options to change the appearance of the windows or to close active windo

Management Reports 64By default all reports open in numerical format. Some reports are also available in a graphical format, and this can be selected

Management Reports 65 Answered Call Report – Numerical View (System level)

Management Reports 66Abandoned Call Report The Abandoned Call Report shows the total number of calls that had abandoned, and the percentage of calls t

Management Reports 67 Incoming Call Report – Numerical View (System level) The line information includes: Title Description TOTAL IN Total number

Management Reports 68The agent information includes: Title Description TOTAL CALLS – ANS Total number of incoming calls answered by agents. TOTAL CA

Management Reports 69Agent Activity Report – Numerical View (Skillset level) The agent information includes: Title Description LOG IN TIME Time spe

2System Overview Introduction Nortel Networks Call Center Reporting is a Windows® application that provides Real Time statistics and comprehensive

Management Reports 70The line information includes: Title Description WAITING TIME -CALLS Number of incoming calls answered. WAITING TIME – AVERAGE

Management Reports 71totaling 2:15. The Entire System shows that on two occasions, which total 35 seconds, all of the Lines in Sales and Support wer

Management Reports 72Call Profile Report The Call Profile Report tracks the key performance statistics of your call center over a period of time. Peak

Management Reports 73Agent Profile Report The Agent Profile Report is only available from the System level. It provides detailed information on the a

Management Reports 74Summary Report The objective of the Summary report is to provide a complete summary of the Call Center activity and performance d

Management Reports 75 Summary Report – Numerical View Printing reports Reports may be printed on demand from the Report Manager window. Printouts

Management Reports 76 The Print Option window 3. Click the Report Type(s) to be printed. 4. Click the Format required. 5. Click Print. Note: If

Management Reports 77 The Abandoned Caller ID Report The information displayed includes: Title Description DATE Date the call arrived. TIME Time

Management Reports 78Printouts can also be scheduled to print automatically at time intervals from every 30 minutes to once every 24 hours. Refer to t

Management Reports 79 The Configuration Report To print the Configuration Report: 1. Click Level from the System Manager Main window. 2. Click Pri

System Overview 8Center platform and stores it on the hard disk of the Master Client PC. It is this stored information which provides the data for th

Management Reports 80 Scheduled printing is set up from the System Manager Main window. To schedule a print run: 1. Click Management-Info on the m

Management Reports 81 7. Click the Abandoned Caller ID tab and select a time Interval for printing the Abandoned Caller ID report. Note that the Aba

How to Select and Import Nortel Networks Call Center Reporting Statistical Data into Microsoft Excel 10Introduction The statistical information gathe

Management Reports 83For example: M0301.mdb The monthly statistical database file for the 3rd month of 2001. D0301.mdb The daily statistical datab

Upgrading Nortel Networks Call Center Reporting 84The selected Call Center Reporting data should now be visible in your spreadsheet. Note: Although

11 Upgrading Call Center Reporting Introduction These instructions outline the procedure required to successfully upgrade Nortel Networks Call Center

Upgrading Nortel Networks Call Center Reporting 861.0 Close Down Nortel Networks Call Center Reporting 1. Click on the Exit option in the File menu

11 Statistical Database Table Formats Introduction This chapter describes the fields in the tables contained within the statistical database tables o

Statistical Database Table Formats 88Group Report Table The Group table contains group (Skillset) statistics. To calculate counts such as the number o

Statistical Database Table Formats 89Line Report Table The Line table contains line statistics. Field Name Field Type Description datetime Date/T

System Overview 9IBM™ Compatible PC Microprocessor speed - 120MHz (dedicated PC), 166MHz (shared PC) RAM - 16Mb (dedicated PC), 32Mb (shared PC) Hard

Statistical Database Table Formats 90Summary Report Table The Summary table contains group summary statistics for the Summary report. Field Name Fie

Statistical Database Table Formats 91Unused Tables The following tables are not used by Nortel Networks Call Center Reporting. • Customer Report Ta

12 Glossary of Terms Abandon Time Bins A series of six time steps used in the statistical analysis of Abandoned Calls. Nortel Networks Call Cente

Glossary of Terms 94Networks Call Center Reporting is connected and receives the Real Time data from. The supported Call Center platforms are: the

Glossary of Terms 95The Not Ready State is shown as Grey in the Real Time Screens. If an Agent has been Not Ready in excess of the Not Ready Duratio

Glossary of Terms 96 The Waiting State is shown as Blue in the Real Time Screens, or as Red if the queued call has been waiting in excess of the Call

Index 97Index A Abandon Time Bins, 66 Abandoned Call Report, 66 Abandoned Caller ID Report, 76 Abandoned calls, 37, 41, 42, 55, 74, 76, 93 Accessing

Index 98Hourly reports, 61 How this guide is organized, 5 How to use this guide, 5 I Icon, 28, 29, 30, 63 Incoming Call Report, 66 Installation, 5, 26

Index 99Starting, 23, 27 Stat Time Bin, 37, 93 Statistical averages, 50 Statistical peaks, 50 Statistical set up, 49 Statistics, 7, 8, 12, 29, 37, 49