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BCM50 3.0 Contact Center Document Number: NN40040-303 Document Status: Standard Document Version: 01.01 Date: August 2007 Reporting for Contact

10 List of Tables NN40040-303

Using Reporting for Contact Center NN40040-303 100 When you select your Skillset, click Assign values to view the Agent Alarms Values page shown in Fi

Using Reporting for Contact Center 101 Reporting for Contact Center Setup and Operations Guide Select the value for each Agent State. To save the Age

Using Reporting for Contact Center NN40040-303 102Wallboard Setup If your supervisor has assigned you the rights to the Wallboard Setup option (see Ad

Using Reporting for Contact Center 103 Reporting for Contact Center Setup and Operations Guide QL Current Queue Length – number of calls queuing for

Using Reporting for Contact Center NN40040-303 104A profile of six different Alarm Thresholds can be set across a day, for a single Alarm. For exampl

Using Reporting for Contact Center 105 Reporting for Contact Center Setup and Operations Guide  Service Level for previous Hour and Day so far Usin

Using Reporting for Contact Center NN40040-303 106 The following sections describe the Wallboard Setup options. Wallboard Assignment From the Wallboa

Using Reporting for Contact Center 107 Reporting for Contact Center Setup and Operations Guide Figure 95: Add Wallboard page 2. In the IP/Network

Using Reporting for Contact Center NN40040-303 108(that is, to have the information displayed represent totals derived from all Skillsets) select Syst

Using Reporting for Contact Center 109 Reporting for Contact Center Setup and Operations Guide Figure 96: Wallboard Setup page with a wallboard lis

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 NN40040-303 110 Figure 97: Edit Wallboard page The Edit Wallboard page is set up exactly like the Add Wallboard pa

Using Reporting for Contact Center 111 Reporting for Contact Center Setup and Operations Guide Figure 98: Edit Parameters page The Edit Parameters pa

Using Reporting for Contact Center NN40040-303 112 To return to the Wallboard Setup page without saving any changes, click Cancel. You are prompted to

Using Reporting for Contact Center 113 Reporting for Contact Center Setup and Operations Guide Figure 99: Assigned Messages page Click Add to view t

Using Reporting for Contact Center NN40040-303 114 Figure 100: Add Message page Type your message text in the blank field. Note that if you includ

Using Reporting for Contact Center 115 Reporting for Contact Center Setup and Operations Guide Figure 101: Add Message page – example text In the ex

Using Reporting for Contact Center NN40040-303 116To leave the Add Messages page without saving any changes, click Cancel. The Assigned Messages page

Using Reporting for Contact Center 117 Reporting for Contact Center Setup and Operations Guide You can use the Edit button to edit the details of a me

Using Reporting for Contact Center NN40040-303 118 Figure 104: Add Alarm page Follow these steps to specify an alarm: 1. In the Wallboard Skillset

Using Reporting for Contact Center 119 Reporting for Contact Center Setup and Operations Guide message, but they are separate and distinct alarms, and

How to Use this Guide NN40040-303 12How to get Help This section explains how to get help for Nortel products and services. Getting Help from the Nor

Using Reporting for Contact Center NN40040-303 1205. In the Threshold field, enter a numerical threshold against which the parameter value is compare

Using Reporting for Contact Center 121 Reporting for Contact Center Setup and Operations Guide Figure 105: Example Settings for a Multi Alarm Period

Using Reporting for Contact Center NN40040-303 122The second Alarm Period begins at 17:30 in the evening. The comparison is “>=”, so the Alarm is t

Using Reporting for Contact Center 123 Reporting for Contact Center Setup and Operations Guide Figure 106: Assigned Alarms page with an alarm configu

Using Reporting for Contact Center NN40040-303 124 Figure 107: Assigned Schedules page The Assigned Schedules page displays a list of the assigned Sc

Using Reporting for Contact Center 125 Reporting for Contact Center Setup and Operations Guide Figure 108: Add Schedule page Follow these steps to c

Using Reporting for Contact Center NN40040-303 1262. From the Day list, select the day on which the Schedule operates. You can set a Schedule to oper

Using Reporting for Contact Center 127 Reporting for Contact Center Setup and Operations Guide The example Assigned Schedules page shows the newly cr

Using Reporting for Contact Center NN40040-303 128Click Cancel to leave the Edit Schedules page without saving any edits. The Assigned Schedule page s

Using Reporting for Contact Center 129 Reporting for Contact Center Setup and Operations Guide From the Instant Messages page, you can select the Skil

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 NN40040-303 1301. To send an existing message, select the stored message from the Existing messages list. To creat

Using Reporting for Contact Center 131 Reporting for Contact Center Setup and Operations Guide Time Bins Setup The Time Bins option allows you to spec

Using Reporting for Contact Center NN40040-303 132 Figure 113: Time Bin Setup Skillset selection page The Time Bin Setup Skillset selection page allo

Using Reporting for Contact Center 133 Reporting for Contact Center Setup and Operations Guide Figure 114: Time Bins page 3. In the Answered Time B

Using Reporting for Contact Center NN40040-303 134 4. Click Submit to save your settings. To close the Time Bins page without saving your changes, c

Using Reporting for Contact Center 135 Reporting for Contact Center Setup and Operations Guide Schedules You can configure Print Schedules so that Nor

Using Reporting for Contact Center NN40040-303 136 Figure 115: Reports and Schedules page Daily Schedules Select Daily Schedules to view the Your Dail

Using Reporting for Contact Center 137 Reporting for Contact Center Setup and Operations Guide Figure 116: Your Daily Schedules page Follow the step

Using Reporting for Contact Center NN40040-303 138 Figure 117: Add Daily Schedule page The Add Daily Schedule page allows you to specify which report

Using Reporting for Contact Center 139 Reporting for Contact Center Setup and Operations Guide Note: Daily Reports print on the day following the day

Introduction NN40040-303 14Administrators and Users The two types of Nortel Reporting for Contact Center users are Administrators and Users. In addit

Using Reporting for Contact Center NN40040-303 140 Mary Smith selected the Answered Calls by Skillset, Abandoned Calls by Skillset and Abandoned CLID/

Using Reporting for Contact Center 141 Reporting for Contact Center Setup and Operations Guide The Daily Schedule Skillsets page allows you to select

Using Reporting for Contact Center NN40040-303 142 Figure 120: Save Favorites page 2. Enter a name in the Favorite Name field, and then click Submi

Using Reporting for Contact Center 143 Reporting for Contact Center Setup and Operations Guide Saving your Daily Schedule 1. To save your Daily Sch

Using Reporting for Contact Center NN40040-303 144 Note that each Schedule can be identified by the Schedule Name that was provided when the Schedule

Using Reporting for Contact Center 145 Reporting for Contact Center Setup and Operations Guide Figure 122: Edit Daily Schedules page This page is se

Using Reporting for Contact Center NN40040-303 146You are prompted to confirm the deletion. When you confirm the deletion, the Your Daily Schedules pa

Using Reporting for Contact Center 147 Reporting for Contact Center Setup and Operations Guide 1. Click Add. The Add Weekly Schedules page shown in F

Using Reporting for Contact Center NN40040-303 148Note: Weekly Schedules generate reports on the specified day at the specified time. However, the ge

Using Reporting for Contact Center 149 Reporting for Contact Center Setup and Operations Guide Figure 126: Add Weekly Schedule page – example schedul

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 NN40040-303 150 Figure 127: Weekly Schedules - Skillsets • For information about using Skillset selection lists,

Using Reporting for Contact Center 151 Reporting for Contact Center Setup and Operations Guide To leave the Add Weekly Schedule page without saving an

Using Reporting for Contact Center NN40040-303 152 Activate Click Activate to enable the Print Schedule so that the schedule prints when the schedul

Using Reporting for Contact Center 153 Reporting for Contact Center Setup and Operations Guide This page is set up exactly like the Add Weekly Schedu

Using Reporting for Contact Center NN40040-303 154 Figure 130: Your Monthly Schedules page Follow the steps in this section to add a Monthly Schedul

Using Reporting for Contact Center 155 Reporting for Contact Center Setup and Operations Guide Figure 131: Add Monthly Schedule Page 2. To set a na

Using Reporting for Contact Center NN40040-303 156In the Report Period Start Time and Report Period End Time lists, specify the period in each day for

Using Reporting for Contact Center 157 Reporting for Contact Center Setup and Operations Guide 6. To save your Monthly Schedule click Submit. The Mo

Using Reporting for Contact Center NN40040-303 158Note: If you include the Agent Audit by Agent, Agent Profile by Agent, Agent Average by Agent, Agent

Using Reporting for Contact Center 159 Reporting for Contact Center Setup and Operations Guide Note: Each Schedule can be identified by the Schedule N

Introduction NN40040-303 16Mouse (or other Windows®-compatible pointing device) Microsoft Internet Explorer version 6.0 Service Pack (SP) 1, or later

Using Reporting for Contact Center NN40040-303 160 Figure 135: Edit Monthly Schedule page This page is set up exactly like the Add Monthly Schedule p

Reports Explained 161 Reporting for Contact Center Setup and Operations Guide Reports Reports Introduction General Nortel Reporting for Contact Cente

Reports Explained NN40040-303 162 Figure 136: Reports and Schedules page

Reports Explained 163 Reporting for Contact Center Setup and Operations Guide Under Report Names each report is grouped according to its type, these

Reports Explained NN40040-303 164 Figure 137: Selecting a Date Range 3. Use the From Time and To Time fields to specify the time range for the repor

Reports Explained 165 Reporting for Contact Center Setup and Operations Guide Note: You can only print to printers that are configured and connected

Reports Explained NN40040-303 166 Figure 138: Print Status page 4. If you click on the Close button to close this window, you can re-open the Print

Reports Explained 167 Reporting for Contact Center Setup and Operations Guide Cancel reports to be printed Perform one of the following to cancel rep

Reports Explained NN40040-303 168 Figure 139: Select Skillsets page • For information about using Skillset selection lists, see page 141. • For info

Reports Explained 169 Reporting for Contact Center Setup and Operations Guide Figure 140: Select Agents or Skillsets page Use the following techniqu

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

Reports Explained NN40040-303 170an Agent and clicking the < arrow box you will automatically highlight any skillsets that the agent has logged int

Reports Explained 171 Reporting for Contact Center Setup and Operations Guide  Click an unselected Activity Code once to select it (it will be high

Reports Explained NN40040-303 172To reset the timer, click Get Latest Contact Center Data again while the screen is open. By having the data request t

Glossary 173 Reporting for Contact Center Setup and Operations Guide Glossary Abandoned Calls... Abandoned Calls are calls that ring in to the s

Glossary NN40040-303 174Calls Handled In Another Skillset ... Calls that have left a Skillset and entered another Skillset because of an Overfl

Glossary 175 Reporting for Contact Center Setup and Operations Guide Not Ready State ... Either the Agent has invoked the Make Not Ready featur

Glossary NN40040-303 176TCP/IP... Transmission Control Protocol/Internet Protocol: a protocol developed by the US Department of

References 177 Reporting for Contact Center Setup and Operations Guide References 1 Contact Center Set Up and Operation Guide (NN40040-301) 2 Keyc

Index NN40040-303 178Index A Abandon Time Bins, 131, 173 Abandoned, 86, 88, 91, 102, 131, 133, 140, 149, 156, 167, 173, 175 Abandoned Call, 131, 140,

Index 179 Reporting for Contact Center Setup and Operations Guide J Java Runtime Environment, 18, 46, 77, 85 L Language Support, 13 Latin American Spa

Installation NN40040-303 18Note: The Reporting for Contact Center directory will be left behind along with folders and files required for log informat

Index NN40040-303 180Web Host, 13, 15, 17, 18, 20, 23, 25, 26, 29, 32, 44, 53, 54, 57, 60, 61, 63, 77, 81, 135, 139, 148, 155, 161, 165 Web Host PC, 1

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

Copyright © 2006-2007 Nortel Networks, All Rights Reserved The information in this document is subject to change without notice. The statements, confi

Installation NN40040-303 20 4. Click OK to close the Internet Properties window. Proceed with the installation of Nortel Reporting for Contact Cente

Installation 21 Reporting for Contact Center Setup and Operations Guide 4. Follow the InstallShield Wizard instructions to uninstall the program. I

Installation NN40040-303 22 Figure 4: Windows Components Wizard 4. Select Internet Information Services (IIS). The background of the check box turns

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

Installation NN40040-303 24 Figure 6: Windows Components Wizard Installation Completed Click Finish to return to the Add or Remove Programs dialog bo

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

Installation NN40040-303 26To ensure correct operation of Nortel Reporting for Contact Center, observe the following points:  The IP address settin

Installation 27 Reporting for Contact Center Setup and Operations Guide 2. Double-click on Programs and Features. 3. From the left panel click on th

Installation NN40040-303 28o ASP.Net o ISAPI Extensions o ISAPI Filters • Internet Information Services > World Wide Web Services > Common

Installation 29 Reporting for Contact Center Setup and Operations Guide 5. Click OK on the Windows Feature dialog box. IIS 7.0 will now allow Reporti

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

Installation NN40040-303 302. On the Windows taskbar, select Start > Settings and then click Control Panel. The Control Panel window appears. If

Installation 31 Reporting for Contact Center Setup and Operations Guide Figure 10: Download the Reporting for Contact Center Software 5. Click Down

Installation NN40040-303 32If you select Save, the Reporting for Contact Center executable file is downloaded to your PC. Go to the location where you

Installation 33 Reporting for Contact Center Setup and Operations Guide Figure 13: RCC Compatibility Check – creating backup files Go to step 12. I

Installation NN40040-303 34 Figure 15: Choose Setup Language dialog box Note: Each User of Nortel Reporting for Contact Center is assigned a language

Installation 35 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 NN40040-303 36 Figure 18: MDAC installation dialog box Click Finish to begin the MDAC 2.8 installation. 16. After MDAC 2.8 is installed

Installation 37 Reporting for Contact Center Setup and Operations Guide Figure 19: Microsoft Data Access Components system restart dialog box Click

Installation NN40040-303 38 Figure 20: InstallShield RCC requirements for SQL Server and Report Viewer dialog box Click OK to install both SQL Server

Installation 39 Reporting for Contact Center Setup and Operations Guide Figure 21: InstallShield RCC requirements dialog box 18. After the RCC prere

4 Table of Contents NN40040-303 Administration...

Installation NN40040-303 40 Figure 22: InstallShield Wizard RCC Welcome dialog box To begin the RCC installation click Next. To cancel the installati

Installation 41 Reporting for Contact Center Setup and Operations Guide Figure 23: License Agreement dialog box 20. Read the Software License Agreem

Installation NN40040-303 42 21. The Choose Destination Location dialog box shown in Figure 25 : Choose Destination Location dialog box appears. Fig

Installation 43 Reporting for Contact Center Setup and Operations Guide Figure 26: Setup Status dialog box The Setup Status dialog box shows the pro

Installation NN40040-303 44 Figure 28: Installation Complete dialog box Note: Before Nortel Reporting for Contact Center can operate correctly, you mu

Installation 45 Reporting for Contact Center Setup and Operations Guide Figure 29: RCC Monitor splash screen 27. The RCC Database Installer Utility

Installation NN40040-303 46Note: This utility can take several minutes to execute. During the Create Tables step, there will be a long pause of approx

Installation 47 Reporting for Contact Center Setup and Operations Guide • Microsoft .Net Framework • RCC Ports and Firewalls • Internet Informat

Installation NN40040-303 48 Figure 33: RCC Install Verification Utility verifying BCM connection After successful connection to the BCM, a message bo

Installation 49 Reporting for Contact Center Setup and Operations Guide Figure 35: RCC Install Verification Utility verification success Click Click

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

Installation NN40040-303 50 Figure 36: Print Caller Service information balloon Stopping the PCS desktop application To stop the Print Caller Servic

Installation 51 Reporting for Contact Center Setup and Operations Guide 3. The Status in the RCC Print Caller Service window will change and the Star

Installation NN40040-303 52Or, Option 2 • Follow the steps in the section Stopping the PCS desktop application, on page 50, where step 2 will displa

Installation 53 Reporting for Contact Center Setup and Operations Guide 3. The Set Service Login dialog box will appear, as shown in Figure 44: Set S

Installation NN40040-303 54 Figure 46: Print Caller Service menu for Windows service 2. A confirmation message box will be displayed to verify the r

Installation 55 Reporting for Contact Center Setup and Operations Guide Figure 48: RCC Print Caller Service window – Windows service mode Note: The

Installation NN40040-303 563. Close the Services, Administrative Tools and Control Panel windows. Restarting the PCS Windows service To restart the

Administration 57 Reporting for Contact Center Setup and Operations Guide Administration Logging In Follow the steps in this section to log on to Nort

Administration NN40040-303 58 Figure 51: Login page 2. Enter the username admin and the default password 0000, and click Login. Note: After an upgr

Administration 59 Reporting for Contact Center Setup and Operations Guide Figure 52: Change Password page Your password can be from 1 to 10 characte

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

Administration NN40040-303 60Contact Center Connection The Contact Center Connection page allows you to specify the network identifier (IP address or

Administration 61 Reporting for Contact Center Setup and Operations Guide Perform the following steps to configure the Contact Center Connection page:

Administration NN40040-303 627. From the Wallboard and Refresh Real Time Interval list, select your refresh interval for the Wallboard and Real Time

Administration 63 Reporting for Contact Center Setup and Operations Guide Note: After Reporting for Contact Center is installed, it queries the Contac

Administration NN40040-303 64 Administration Menu When an Administrator logs in (unless they are logging in with the default password of 0000), they v

Administration 65 Reporting for Contact Center Setup and Operations Guide System Administration Select System Administration to view the System Admin

Administration NN40040-303 66System Admin Settings System Admin Settings is a special utility that allows you to change the settings for the single,

Administration 67 Reporting for Contact Center Setup and Operations Guide To change the password, provide the new password in the Please enter new pas

Administration NN40040-303 68Add Users The first time you see this page, no Users are defined. To add users, click Add. The Add User page, as shown in

Administration 69 Reporting for Contact Center Setup and Operations Guide 5. If the User is also an Administrator, select the Administrator check box

List of Figures 7 Reporting for Contact Center Setup and Operations Guide Figure 53: Contact Center Connection page...

Administration NN40040-303 70 Note: The default password for all new Users is 0000. The first time they login to Nortel Reporting for Contact Cente

Administration 71 Reporting for Contact Center Setup and Operations Guide The newly added User now appears in the list of configured users on the User

Administration NN40040-303 72Note: After you delete a User, you cannot retrieve the deleted User for later use. For any subsequent inclusion of that U

Administration 73 Reporting for Contact Center Setup and Operations Guide Figure 63: Skillset Assignment page The Skillset Assignment page lists eac

Administration NN40040-303 74 Figure 64: Assigned Skillsets page Note: The Skillset names shown in Figure 64: Assigned Skillsets page are intended a

Administration 75 Reporting for Contact Center Setup and Operations Guide Figure 65: Skillsets Assigned to User Mary Smith 4. To move a Skillset to

Administration NN40040-303 76Maintenance The Maintenance option allows you to check the System Status and to start or stop the XML data feed logging.

Administration 77 Reporting for Contact Center Setup and Operations Guide Figure 67: System Status page From this page you can see the Web Host PC’

Administration NN40040-303 78Logging Select Logging to view the Logging Menu page shown in Figure 68: Logging Menu page. Figure 68: Logging Menu pa

Administration 79 Reporting for Contact Center Setup and Operations Guide To download a log file archive click the Download Logs button next to the de

8 List of Figures NN40040-303 Figure 109: Assigned Schedules page with schedule added...

Administration NN40040-303 80After the company details are entered, click Submit to save the details. The company details will be available in the Sys

Using Reporting for Contact Center 81 Reporting for Contact Center Setup and Operations Guide Using Reporting for Contact Center Logging On Follow the

Using Reporting for Contact Center NN40040-303 82 Figure 71: Change Password page In the New password field, enter a new password. The password can

Using Reporting for Contact Center 83 Reporting for Contact Center Setup and Operations Guide Figure 72: User Main Menu page The page shown in Figur

Using Reporting for Contact Center NN40040-303 84Real Time From the User Main Menu page shown in Figure 72: User Main Menu page, select Real Time to

Using Reporting for Contact Center 85 Reporting for Contact Center Setup and Operations Guide 1. To select the Real Time screens you want to view,

Using Reporting for Contact Center NN40040-303 86 The summary provides information about calls that are in the Skillset queues waiting to be answered,

Using Reporting for Contact Center 87 Reporting for Contact Center Setup and Operations Guide Answered Hour/Day Answered Hour/Day indicates the number

Using Reporting for Contact Center NN40040-303 88This is the calculation that is used in the System wallboard parameters SH and SD and in the Call Det

Using Reporting for Contact Center 89 Reporting for Contact Center Setup and Operations Guide This Real Time screen indicates the numbers and states (

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

Using Reporting for Contact Center NN40040-303 90On Non-Contact Center Calls On Non-Contact Center Calls indicates the number of Agents who are curren

Using Reporting for Contact Center 91 Reporting for Contact Center Setup and Operations Guide Waiting Waiting indicates the number of calls that are c

Using Reporting for Contact Center NN40040-303 92On Hold Indicates how many calls are placed on hold. Longest Waiting Time Longest Waiting Time indica

Using Reporting for Contact Center 93 Reporting for Contact Center Setup and Operations Guide The following sections describe the available informati

Using Reporting for Contact Center NN40040-303 94 Incoming An agent is in the Incoming state when they have answered an Incoming Contact Center call

Using Reporting for Contact Center 95 Reporting for Contact Center Setup and Operations Guide  Multimedia A Multimedia voice or browser call is when

Using Reporting for Contact Center NN40040-303 96 Not Available Agents who are unavailable to answer Incoming calls are in the Not Available state.

Using Reporting for Contact Center 97 Reporting for Contact Center Setup and Operations Guide Logged In SS Indicates the Skillsets the Agent is curren

Using Reporting for Contact Center NN40040-303 98Agent Alarms The Agent Alarms option allows you to set Real Time thresholds that operate with refere

Using Reporting for Contact Center 99 Reporting for Contact Center Setup and Operations Guide Select Agent Alarm Setup to view the Agent Alarm Setup S