Call Center Reports Customization Guide

Transcription

1 Call Center Reports Customization Guide Release 17.0 Document Version Washingtonian Boulevard, Suite 350 Gaithersburg, MD Tel

2 BroadWorks Guide Copyright Notice Trademarks Copyright 2011 BroadSoft, Inc. All rights reserved. Any technical documentation that is made available by BroadSoft, Inc. is proprietary and confidential and is considered the copyrighted work of BroadSoft, Inc. This publication is for distribution under BroadSoft non-disclosure agreement only. No part of this publication may be duplicated without the express written permission of BroadSoft, Inc Washingtonian Boulevard, Gaithersburg, MD BroadSoft reserves the right to make changes without prior notice. BroadWorks and BroadWorks Assistant Enterprise, BroadWorks Call Center, BroadWorks Communicator, BroadWorks Receptionist, and BroadWorks Deployment Studio are trademarks of BroadSoft, Inc. Microsoft, MSN, Windows, and the Windows logo are registered trademarks of Microsoft Corporation. Other product names mentioned in this document may be trademarks or registered trademarks of their respective companies and are hereby acknowledged. This document is printed in the United States of America BROADSOFT, INC. PAGE II

3 Document Revision History Release Version Reason for Change Date Author Created document. April 27, 2011 Goska Auerbach Updated document with comments from review. May 18, 2011 Goska Auerbach Edited and published document. June 3, 2011 Andrea Fitzwilliam 2011 BROADSOFT, INC. PAGE III

4 Table of Contents 1 Summary of Changes Changes for Release 17.0, Document Version About This Document Audience Additional Resources Overview Enhanced Reporting Report Types Report Template Data Template XML Data Source Style Template Branding Template Oracle Tools Report Template Creation Process Step 1 Select Data Template Step 2 Design Style Template Step 3 Define Report Template on BroadWorks Use Template Builder with BroadWorks Templates Title Table Header and Footer Data Fields Form Fields Tables Charts Non-structural Elements Prerequisites Template Data Available from BroadSoft XML Data Files Style Template Files Branding Template Files Step-by-Step Procedures Select Data Template Design Style Template Prepare Your Environment Create Template using Template Builder Test Style Template Define Report Template Software Upgrades BROADSOFT, INC. PAGE IV

5 7 Appendix A: Reference Information Example of Modifying BroadWorks Style Template Input Parameters Canned Reports Templates Data Templates Agent Data Templates Call Center Data Templates Appendix B: BI Publisher Simplified Syntax and XSL Equivalents Index BROADSOFT, INC. PAGE V

6 Table of Figures Figure 1 Functional View of Report Generation... 3 Figure 2 Report Template... 5 Figure 3 Default Branding Template Report Header... 7 Figure 4 Default Branding Template Report Footer... 7 Figure 5 Oracle BI Publisher Download Page... 8 Figure 6 Custom Template Creation Process... 8 Figure 7 Agent Activity Report Style Template First Page Figure 8 Agent Activity Report Style Template Third Page Figure 9 BI Publisher Properties Dialog Box XSL-FO Code for Title Table Figure 10 Style Template Header Information Figure 11 Style Template Footer Information Figure 12 BI Publisher Properties Dialog Box Advanced Tab Figure 13 BI Publisher Properties Dialog Box Properties Tab Figure 14 Form Fields Tags Figure 15 Code for the numcols Tag Figure 16 Code for Beginning of a When Loop Figure 17 Code for End of a When Loop Figure 18 Field Browser Button Figure 19 Field Browser with Fragment of Code for Agent Table Figure 20 Viewing Chart Information Figure 21 Size Dialog Box Chart XSL Code Figure 22 Unpacked Style Template Figure 23 Style Template Directory Structure with Branding Template Figure 24 BI Publisher Add-in Figure 25 Select XML Data Dialog Box Figure 26 Exporting Style Template as XSL-FO Style Sheet Figure 27 BI Publisher Report Viewer Figure 28 System Report Template Add Page Figure 29 Call Center Activity Table for Call Centers Figure 30 BI Publisher Properties Dialog Box Properties Tab Figure 31 BI Publisher Properties Dialog Box Advanced Tab Figure 32 Field Browser Displaying numcols Data Field Figure 33 Title of Column Being Added Data Field Code Figure 34 Borders and Shading Dialog Box Figure 35 Call Center Activity Table for Call Centers (Fragment) with Green Title Row Figure 36 Call Center Report Call Center Activity Table for Multiple Call Centers BROADSOFT, INC. PAGE VI

7 1 Summary of Changes This section describes the changes to this document for each release and document version. 1.1 Changes for Release 17.0, Document Version 1 This is a new document for Release BROADSOFT, INC. PAGE 1

8 2 About This Document 2.1 Audience This guide describes the process of creating custom Call Center reports on BroadWorks Release 17.sp2 as part of the Enhanced Call Center Reporting feature. This document is intended as a resource for carrier personnel who customize Call Center reports and provide information to their customers who want to customize Call Center reports. 2.2 Additional Resources For more information, see the following documents: For information on managing system-level report templates on BroadWorks, see the BroadWorks Application Server System Provider Web Interface Administration Guide. For information on managing enterprise-level report templates, see the BroadWorks Application Server Enterprise Web Interface Administration Guide. For information on managing group-level report templates on BroadWorks, see the BroadWorks Application Server Group Web Interface Administration Guide Part 2. For information about the Call Center Enhanced Reporting solution, see the BroadWorks Call Center Solution Guide. For information about the canned Call Center report templates available on BroadWorks for report generation, see the BroadWorks Call Center Reports Guide BROADSOFT, INC. PAGE 2

9 3 Overview BroadWorks Enhanced Call Center Reporting solution allows system providers and authorized company (enterprise or group) personnel to create custom report templates and make them available for report generation in addition to the canned report templates available from BroadWorks. Custom report templates can be defined at the system, enterprise, and group levels and can be enabled or disabled on an individual basis. An enabled system-level report template is available to administrators, Call Center supervisors, and where applicable, agents in the system, while an enabled company-level report template is available to administrators, Call Center supervisors, and where applicable, agents within the company. 3.1 Enhanced Reporting Enhanced Reporting allows users to run reports or schedule reports to be run in the future. Figure 1 provides an overview of report generation and introduces the terminology that is used throughout this document. Figure 1 Functional View of Report Generation When requesting a report, the user selects a report template and provides a set of input parameters. The reporting engine uses the report template, input parameters, and branding template to retrieve required data from the reporting database and generate the report. The report template defines the layout and contents of the report. The input parameters determine the scope of data retrieved from the database. The branding template defines the layout and contents of the report s header and footer. The XML data source contains report data extracted from the reporting database based on the report template and input parameters BROADSOFT, INC. PAGE 3

10 3.2 Report Types Reports can be of one of two types: Agent or Call Center. An Agent report includes statistics related to one or more agents. A Call Center report includes statistics related to one or more call centers, or one or more Dialed Number Identification Services (DNISs) for a given call center. In addition, reports can be real-time or historical and they can be interval-based or not interval-based. A real-time report includes statistics for a period that has a start date and time, but no end date and time. A historical report includes statistics for a specified time period in the past. An interval-based report includes interval statistics. Report templates follow the same categorization and determine the types of reports that they can generate. The template type determines the type of reports that they can generate. Agent report templates are used to generate Agent reports and Call Center report templates are used to generate Call Center reports. Real-time report templates can be used to generate real-time and historical reports, whereas historical report templates can only be used to generate historical reports. Interval-based report templates are used to generate interval-based reports. 3.3 Report Template A report template is an entity defined on BroadWorks that ties together the elements of the report, such as a data template and a style template. It also fine-tunes the content of the reports generated using that template by specifying some filtering of data retrieved from the database and/or input parameters that the user must provide. The data template used in the report template drives the content of the report and generates an extensible Markup Language (XML) data source, as illustrated in Figure 1. Data templates are described in section 3.4 Data Template and the XML data source is described in section 3.5 XML Data Source. The style template used in the report template specifies the layout of the report. The style template is described in section 3.6 Style Template. Once the report template is defined and enabled, it can be used to generate reports BROADSOFT, INC. PAGE 4

11 Figure 2 Report Template 3.4 Data Template The data template selected for a report template drives the data that can be included in the report and generates the XML data source. It specifies which counters and statistics are available when creating a report template. For example, the Call Center Call Details data template generates an XML data source that contains the details of call center calls, so the report template may be designed to include call details of calls for one or more call centers for a given time period. Another example is the Call Center Interval Statistics data template, which provides summary statistics organized by interval. A data template also determines which (if any) performance parameters may be used in the report template. When performance parameters are used, the corresponding performance counters are available for report generation. Performance parameters available in each data template are specified in section 7.4 Data Templates. Some data templates also include filters that can be used to further refine the set of data to use when generating reports. A filter consists of a parameterized clause that applies when retrieving data from the database. For example, filter number 1 of the Agent Interval Statistics data template is defined as Longest ACD Call x. This selects an agent s statistics in an interval if the agent s longest completed automatic call distribution (ACD) call in that interval is greater than the specified threshold x. This filter has one parameter: x. Data templates may have several filters but only one filter can be used in any given report template. The values to assign to the filter are specified in the report template. Filters available in each data template are described in section 7.4 Data Templates. The BroadWorks Enhanced Reporting solution provides a set of data templates that can be used for creating custom report templates. For information on the available data templates, see section 7.4 Data Templates. The data templates are part of the BroadWorks software deployment. They do not need to be retrieved to customize report templates. XML data sources that correspond to the data templates are used for this. However, an understanding of their content is required to be able to use them in report templates BROADSOFT, INC. PAGE 5

12 3.5 XML Data Source An XML data source contains report data extracted from the reporting database. Each time a report is run, an XML data source is generated based on the data template and the input parameters provided by the user (if applicable). A sample XML data source is required when designing and testing style templates with Oracle tools. Sample XML data sources for the existing data templates are available from Xchange. For information, see section 4.1 Template Data Available from BroadSoft. 3.6 Style Template A style template defines the layout of the report and to some extent its content. It specifies which data counters from the data template are included in the report, which aggregation functions are used, and how the information is presented on the page. Style templates can be customized using the Oracle Business Intelligence (BI) Publisher Add-in for Microsoft Word. For more information about the Oracle tools, see section 3.8 Oracle Tools. Style templates are saved in two formats: The Rich Text Format (RTF) file that is maintained by the template designer and used only to modify the style template The extensible Style-sheet Language Formatting Objects (XSL-FO) format that is uploaded to BroadWorks and used in the report template More precisely, the XSL-FO file is bundled together with other extensible Stylesheet Language (XSL) files that contain common style template definitions and are uploaded to BroadWorks as a ZIP file. The common files contain information used by many style templates, for example, the definition of the title table displayed at the top of each report, chart formatting information (such as axis format and color scheme), calculation formulas, time display formatting, translation of the agent or call center ID into their/its name, and so on. Style templates for the canned report templates are available from Xchange, in both RTF and zipped XLS-FO formats. For information, see section 4.1 Template Data Available from BroadSoft. 3.7 Branding Template The branding template defines the layout and contents of a report s header and footer. A default branding template is defined at the system level and is installed on BroadWorks at installation. The branding template can be customized at the system level and at the individual company level. For information, see the BroadWorks Call Center Solution Guide. Reports generated in the Hypertext Markup Language (HTML) and Excel File Format (XLS) formats are single-page reports. The header and footer appear once in the generated report. Reports generated in the Portable Document Format (PDF) consist of multiple pages. In these cases, the same header and footer are repeated on every page. NOTE: For proper interworking with the branding template, the style template must be designed with a single header and footer for all pages of the document BROADSOFT, INC. PAGE 6

13 Figure 3 shows the default report header, as defined in the default branding template. Figure 3 Default Branding Template Report Header Figure 4 shows the default report footer, as defined in the default branding template. Figure 4 Default Branding Template Report Footer The default branding template is available from Xchange. For information, see section 4.1 Template Data Available from BroadSoft. 3.8 Oracle Tools The following tools are required to customize report templates: Template Builder Oracle Business Intelligence Publisher Add-in for Microsoft Word (also called Template Builder) is an authoring tool that allows you to use native formatting features of Microsoft Word to design and validate the layout of your reports. It creates style templates in RTF, which can then be exported as an XSL-FO file and used on BroadWorks. (The Template Builder cannot use XSL-FO files as input.) During design time, data fields and other markup information are added to the RTF template using BI Publisher's simplified tags for XSL expressions. These tags associate the XML report data to the report layout. For more information, see Appendix B: BI Publisher Simplified Syntax and XSL Equivalents. BI Publisher also supports the use of pure XSL elements in the template. Template Viewer The Oracle BI Publisher Template Viewer is a tool you can use to preview the results of style template customization. NOTE: The Template Viewer does not display the actual HH:MM:SS data for charts so this part cannot be tested until the report template is created on BroadWorks. The Oracle Business Intelligence (BI) Publisher Add-in for Microsoft Word is referred to as Template Builder and the Oracle BI Publisher Template Viewer is referred to as Template Viewer in the remainder of this document. Both tools are packaged together under Oracle BI Publisher Desktop and can be downloaded from the Oracle website at: BROADSOFT, INC. PAGE 7

14 Figure 5 Oracle BI Publisher Download Page 3.9 Report Template Creation Process This section provides an overview of the process of creating a custom report template and making it available on BroadWorks for generating and scheduling reports. For detailed procedures, see section 5 Step-by-Step Procedures. At the high level, the process consists of the following steps: Step 1 Select Data Template Step 2 Design Style Template Step 3 Define Report Template on BroadWorks The following figure illustrates the process. Figure 6 Custom Template Creation Process If you need help, BroadSoft Professional Services is available to assist you in creating custom report templates. This is done outside of the regular BroadWorks release process Step 1 Select Data Template The first step in creating a custom report template consists of identifying the data requirements for the report and selecting the appropriate data template. You may also do this by looking at the existing reports templates, deciding which one most closely resembles the template you want to create, and then verifying which data template it uses. For example, the Call Center Call Detail report uses the Call Center Call Details data template, which contains all call center call detail statistics. Therefore, the report template may be designed to include call details of calls for one or more call centers for a given time period BROADSOFT, INC. PAGE 8

15 For information about the data template used by each canned report, see section 7.3 Canned Reports Templates. For a detailed description of the existing data templates, see section 7.4 Data Templates Step 2 Design Style Template The second step in building a custom report template consists of designing the report layout. You do this by creating a style template or by modifying an existing style template (in RTF format) using the Oracle Template Builder. It is assumed in this document that you will create a custom style template by modifying an existing one. When designing the report layout, you associate report data with the elements of the layout. The Template Builder uses a sample XML data file that corresponds to the selected data template for information about report data. NOTE: Do not define the header and footer of the report in the style template. The branding template is used for this. In particular, the style template document must not have a different header and footer for the first page or different headers or footers for odd and even pages. Otherwise, the interworking with the branding template does not work properly. You save the style template as an RTF file, which you keep. You export the template as an XSL-FO document to be uploaded to BroadWorks and included in the report template you are creating, as shown in the next step. You can test your design using the Oracle Template Viewer Step 3 Define Report Template on BroadWorks The third step in creating a custom report template consists of defining the report template on BroadWorks and making it available for on-demand and scheduled report requests. The following table describes the attributes you set when defining a report template. These attributes may be subsequently modified, unless stated otherwise. Attribute Name and Description Data Template Style Template Enabled Scope Interval Scope Description This is the name and description of the report. This is used as a reference to the report template. This allows you to select a data template. The data template selection cannot be modified. This allows you to download the style template you created for the report. The style template may be modified by uploading a new file. This is used to make the template available for report generation. This applies only to agent report templates. It allows you to specify whether the template should be available to Call Center agents or only to supervisors. The template is always available to administrators at the appropriate level. This attribute determines whether the report template is a real-time or historical report template. The attribute can only be set if you select a real-time data template. Otherwise, the report template is defined as a historical report template BROADSOFT, INC. PAGE 9

16 Attribute Filtering Variables Input Parameters Description The filtering variables further refine the set of data used when generating reports. The filtering variables depend on the selected data template. For each data template, 0 or more filters are defined, which in turn, can require up to 5 filtering values. For example, filter number 2 in the Call Center Call Details data template is defined as Wait Time in Queue x. It has one filtering variable, namely x, which specifies a time threshold in seconds. Only one filter can be selected for a given report template. You can also decide not to use a filter even if filters are available. The attributes in this section determine whether performance parameters are required for the report template. The type and number of performance parameters depends on the data template. For each applicable performance parameter, you must specify whether the parameter is required. If a parameter is required, the user is prompted to enter a value for it when requesting a report. If the parameter is not required, it is not used in the report. The performance parameters are not modifiable. Once the report template is defined and enabled, it can be used to generate reports Use Template Builder with BroadWorks Templates This section provides some general rules about using Template Builder with BroadWorks style templates. For more information about the Template Builder, refer to the Template Builder documentation. A BroadWorks style template includes a title table, a header and a footer, display text, data fields, form fields, tables, charts, and non-structural elements such as plain text, or text and table formatting. These elements are described in the following subsections. The code behind the elements is a mix of the simplified BI Publisher syntax and XSL. NOTE: BroadWorks style templates are very complex structures. Make sure that you understand them well before making any changes BROADSOFT, INC. PAGE 10

17 The following figure shows the first and third page of the Agent Activity report style template. Figure 7 Agent Activity Report Style Template First Page Title Table Figure 8 Agent Activity Report Style Template Third Page The title table is defined in the common style template that is included in all reports and cannot be changed in the style template for a specific report template. When you click on the Title Table data field on the first page of a BroadWorks style template, a dialog box appears displaying the code for the title table BROADSOFT, INC. PAGE 11

18 Figure 9 BI Publisher Properties Dialog Box XSL-FO Code for Title Table The dialog box in Figure 8 includes the following text: <?call-template@lines:bsir:createagenttitletable?> The bsir part of this text is the prefix to the XML namespace that defines BroadWorks specific customizations Header and Footer Each page of a style template includes a header and a footer area. Figure 10 Style Template Header Information Data Fields Figure 11 Style Template Footer Information Do not format the header or the footer of the style template. This is done using the branding template. The bsir part references a sub-template in the branding template. Data fields are placeholders for data and must be tied to a data element in the data template. The data related to data fields is actually in the XML file. This is highlighted in grey in the data template. To change a single data field, double click on the field. A BI Publisher Properties dialog box appears, allowing you to view and modify the data field. All data fields allow you to modify the code associated with the field. This is done in the Advanced tab BROADSOFT, INC. PAGE 12

19 Figure 12 BI Publisher Properties Dialog Box Advanced Tab In addition, some data fields allow you to modify the data element associated with the data field by selecting a new element from the list. This depends on the type of data element associated with the data field. If applicable, you can also apply an aggregation function to the data, such as sum or average, and change the text that is displayed in the field in the style template Form Fields Figure 13 BI Publisher Properties Dialog Box Properties Tab After you make changes, always use the Advanced tab to verify the result. Form fields are used to design structural elements such as loops, conditions, function calls, and so on. They are represented by a tag highlighted in grey in the RTF document. When the tag is clicked, the corresponding code is displayed in a dialog window. Figure 14 Form Fields Tags 2011 BROADSOFT, INC. PAGE 13

20 Figure 14 shows tags for three form fields. The code associated with the numcols tag is displayed in Figure 15. It represents the number of columns in the Call Center Activity table. Figure 15 Code for the numcols Tag Form fields for structural elements such as loops have the beginning and corresponding end form fields. For example, the w tag in Figure 14 represents the beginning of a when loop, which has a corresponding end, as illustrated in the following figures. Figure 16 Code for Beginning of a When Loop Figure 17 Code for End of a When Loop 2011 BROADSOFT, INC. PAGE 14

21 To view the entire loop, use the Field Browser, which allows you to see the code for a selected area of the style template. To view the code for a specific element or area, select the element/area and click the Field Browser button. To view the code for the entire template, click the Field Browser button without selecting anything Tables Figure 18 Field Browser Button BroadWorks style templates include definitions of tables. Tables are complex structures that cannot be viewed by editing a single data field. To view the code for a table, use the Field Browser. The following figure shows the code for the Agent Activity table. Figure 19 Field Browser with Fragment of Code for Agent Table The numcols data field specifies the number of columns in the table and needs to be modified if the number of columns in the table is changed. NOTE: The width of columns in a table should not be changed Charts BroadWorks style templates also include definitions of charts. A chart is represented by a dummy image and related code. Chart information cannot be viewed using the Field Browser. To view chart information, right-click the chart image and select Size from the menu BROADSOFT, INC. PAGE 15

22 Figure 20 Viewing Chart Information The Size dialog box for the chart appears. The Alternative Text box on the Alt Text tab displays the code for the chart and can be modified there. NOTE: Only pure XML is allowed in the code for charts and the first line must be chart:. Figure 21 Size Dialog Box Chart XSL Code Non-structural Elements Non-structural elements, such as display text, text, and table formatting can be modified using standard Word functionality. Charts are an exception. Their presentation elements, such as the color scheme and axis formatting, are defined in a common style template and cannot be changed in an individual style template BROADSOFT, INC. PAGE 16

23 4 Prerequisites To customize a report template you need to: Be familiar with the existing BroadWorks templates Have working knowledge of XSL Have some understanding of how the Oracle Template Builder works Have the Oracle tools installed on your computer Have administrative access to BroadWorks at the appropriate level (system, enterprise, or service provider group) You also need the following data: Sample XML data files that correspond to the data templates you want to use Style templates in RTF and zipped XSL-FO format that you modify to create custom style templates A branding template For exact file names and location where the files are available, refer to the next section. 4.1 Template Data Available from BroadSoft All the files you need to customize report templates are available from Xchange. The files are available in the Rel_17.sp2_CallCenterReports.zip. This includes: XML Data Files Style Template Files Branding Template File XML Data Files The following table lists the XML data files available in the Rel_17.sp2_CallCenterReports.zip and specifies the data template used to generate each file. XML Data File Name agentcalldetailstatistics.xml agentintervaldispositioncodestatistics.xml agentintervalstatistics.xml agentintervalunavailablecodestatistics.xml agentsigninsignoutstatistics.xml callcenterintervalstatistics.xml or dnisintervalstatistics.xml callcentercalldetailstatistics.xml or dniscalldetailstatistics.xml Corresponding Data Template Agent Call Details Agent Disposition Codes Agent Interval Statistics Agent Unavailable Codes Agent Sign in Sign Out Call Center Interval Statistics Call Center Call Details 2011 BROADSOFT, INC. PAGE 17