Supervisors. Quick Reference Guide

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1 Avaya Aura Contact Center 6 Supervisors Quick Reference Guide AACC

2 Avaya Aura Contact Center 6 Supervisors Quick Reference Guide Overview The Avaya Aura Contact Center 6 Administration tool (CCMA) enables contact center supervisors to manage and configure the contact center and its users, and view real-time and historical reports through a web browser on their desktop. Avaya Aura Contact Center 6 contains several components, including the following: Contact Center Management Real-Time Reporting Historical Reporting Configuration Scripting Contact Center Management You will use Contact Center Management to manage contact center agents, agent to skillset assignments, and agent to supervisor assignment. Real-Time Reporting Supervisors and Managers will use the displays in the Real-Time Reporting component to monitor the current performance of the contact center. The displays provide up-to-the-minute information including the following examples: Number of calls waiting Average and maximum wait times Number of calls abandoned Number of agents logged on to a skillset, on calls, in Not Ready, or waiting for calls If a problem occurs (for example, if wait times or number of calls waiting increase suddenly), you can detect it immediately by viewing real-time displays. You can then take appropriate action to resolve the problem (such as assigning additional agents to the overloaded skillsets). Historical Reporting Supervisors and Managers will use the Historical Reporting component to help track trends and seasonal behavior, and to forecast future activity. For example, you can report on the number of calls to a skillset: During different times of the day During different months of the same year For the same month in different years By comparing statistics for different times of the day, you can identify peak periods. By comparing statistics for different months, you can identify seasonal behavior. By comparing the same month across different years, you can identify trends. Configuration The Configuration element is primarily used for adding, configuring, and deleting resources in the Contact Center Server. Depending on your Access Class level, you may or may not have access to various sections under Configuration. Scripting The Scripting element is primarily used by administrators to develop Contact Center scripts / flows. Depending on your Access Class level, you may or may not have access to Script Variables sections under Scripting.

3 Table of Contents Avaya Aura Contact Center 6 Terms and Definitions... iii Chapter 1 Accessing the System...I Logging In to the System... 1 Changing Your Password... 3 Contact Center and Popup Blocker... 4 Using on line help... 5 Contact Center Status... 6 Chapter 2 Contact Center Management... II Viewing / Changing Contact Center Agents... 1 Updating Agent to Skillset Assignments... 7 Agent Profile Explained Chapter 3 Real-Time Reporting...III Real-Time Display Types... i Data collection modes... i Viewing a Real time Display... 1 Common Real time Display Features... 3 Standard Agent Display Standard Skillset Display Standard Application Display Creating a Private Real-time Display Deleting a Private Real-time Display Creating a New Public Display Creating Filters for Real-time Displays Modifying an Existing Filter Displays Real-time Graphical Displays Sample Graphical Displays...41 Creating a Billboard...46 Creating a Chart...48 Creating a Timeline...52 Creating a Standard Collection...56 Creating a Billboard Collection...58 Creating a Dashboard Collection...60

4 Chapter 4 Historical Reporting...IV Contact Center Report Information... i Collection Period... i Report Folders... ii Report Storage... ii Report Customization... ii Accessing Historical Reporting... 3 Duplicating a Standard Report... 5 Selection Criteria...9 Data Range...11 Scheduling a Report for Automatic Printing (Optional)...18 Report Output (Optional)...26 Activating a Report Schedule (Optional) De-activating a Scheduled Report Deleting a Private or Shared Report Running a Report Printing a Hardcopy of a Report Exporting a Report to a File Sample Data Range Selections Data Range: Interval - Single Interval...40 Data Range: Interval Range of Intervals...41 Data Range: Daily One Day...42 Data Range: Daily Range of Days...43 Data Range: Weekly One Week...44 Data Range: Weekly Last 4 Weeks...45 Data Range: Monthly Last Month...46 Data Range: Monthly Last Year...47 Chapter 5 Interpreting Reports... V Statistics Hierarchy... i Agent Report Information... 1 Agent Performance Report...3 Agent Performance by Supervisor Report...5 Agent DN Performance Report...8 Agent by Skillset Performance Report...10

5 Skillset by Agent Performance Report...12 Agent by Application Performance Report...14 Login / Logout Report...16 CDN / Route Points Report Information CDN (Route Point) Statistics Report...18 Application Report Information Application Performance Report...22 Application Delay Before Abandon Report...24 Application Delay Before Answer Report...27 Skillset Report Information Skillset Performance Report...29 Chapter 6 Configuration...VI Call Presentation Classes... 1 Configuring Call Presentation Classes...3 Threshold Classes... 6 Configuring Threshold Classes Agent, Skillset, & Application...8 Agent Threshold Class Worksheet...11 Skillset Threshold Class Worksheet...13 Application Threshold Class Worksheet...15 Activity Codes Configuring Activity Codes...19 Modify an Existing Activity Code...21 Creating a New Activity Code...23 Deleting an Activity Code...25 Updating Script Variables Sample Boolean Variable...31 Sample Time Range Variable...33 Sample Single Value Time Variable...34

6 Avaya Aura Contact Center 6 Terms and Definitions Control Directory Number (CDN) Script Application Skillset Agent A Control Directory Number, or CDN, is an extension number used to direct calls to the Contact Center Contact Center Server. Usually one CDN is assigned per incoming call type. A script is a written set of instructions applied to callers when they enter the Contact Center. Typically a CDN directs call to a script. An Application is created in the Contact Center when a CDN is instructed to "execute" a script. Applications are important because such Contact Center statistics as Calls Offered, Calls Answered, Calls Abandoned, and Wait Times are tracked in the Applications. It is possible that more than one CDN points calls to the SAME script. In this case, only ONE application is created. If every CDN points to a different script, multiple Applications are created. A skillset is a set of abilities required to answer specific calls. Expertise, Language, Product Types, etc. are considered when Skillsets are configured for a system. Contact Center Agents are assigned to Skillsets. Scripts "queue" calls to Skillsets. Contact Center Agents answer incoming calls and /or process multimedia contacts.

7 Avaya Aura Contact Center 6 Hierarchy My CDNS: Incoming Calls point to CDN NUMBERS My Application(s): CDN's point to APPLICATIONS My Skillset(s): Applications direct calls to SKILLSETS AGENTS are assigned to Skillsets

8 ---- Notes ----

9 Chapter 1 Accessing the System Logging In to the System... 1 Changing Your Password... 3 Contact Center and Popup Blocker... 4 Using on line help... 5 Contact Center Status... 6

10 ---- Notes ----

11 Logging In to the System 1. Launch Internet Explorer or other supported Browser. 2. Enter the URL (Server Name) of the Contact Center Manager Administration server in the address line. If you do not know this address, contact your system administrator. The Avaya Aura Contact Center 6 main logon window is displayed. 3. Enter your Contact Center Manager Administrator (CCMA) User ID and Password. 4. Click Login. 5. If the Access Warning Page is presented, click OK. Chapter 1 Page 1

12 The Launchpad (Main Menu) is displayed. 6. To access any of the components shown, click the component name. 7. To exit the system, click Logout. Chapter 1 Page 2

13 Changing Your Password 1. From Contact Center Manager Login Screen, select Change Password. 2. Enter your CCMA User Name, and press Tab. 3. Enter your Old (Current) Password, and press Tab. 4. Enter your NEW Password and press Tab. Your new password should be between 6 and 30 characters (alphanumeric). 5. Enter your NEW Password a second time to confirm. 6. Click Submit. Chapter 1 Page 3

14 7. Select OK to return to the Contact Center Manager Login Screen. 8. From the Contact Center Manager Login Screen, enter your CCMA User Name, and press Tab. 9. Enter your NEW PASSWORD, and press Login. 10. Click OK from the warning page (if presented) to display the Launchpad (Main Menu) Contact Center and Popup Blocker When accessing the different elements of Avaya Aura Contact Center 6, you may be prompted to allow pop-ups. 1. Click YES if prompted to allow pop-ups from the Avaya Aura Contact Center site. Chapter 1 Page 4

15 Using on line help Once you select an option from the Main Menu, you may ask the system to provide you assistance. 1. Click Help to display a list of help options. 2. Highlight the option you d like to display. Hint: Select On this Window for help specific to the area you are currently managing. Note: It s possible that not all documents will be published on your server. For assistance, contact your administrator Chapter 1 Page 5

16 Sample Help Screen (On this Window) Contact Center Status The Status button can be used to verify that the Contact Center Administration Tool is able to connect to and manager the Contact Center Server. 1. From the Status dropdown, select Connection Status. If your server does not indicate Server Online contact your System Administrator. Chapter 1 Page 6

17 Chapter 2 Contact Center Management Viewing / Changing Contact Center Agents... 1 Updating Agent to Skillset Assignments... 7 Agent Profile Explained

18 As a supervisor or manager, you are responsible for managing the Contact Center agents. You are given access to the agents based on Partitions, or logical grouping (by department, for example). Typically, agents are assigned to one Partition. Supervisors or Managers are assigned to ONE OR MORE Partitions. For the agent assigned to partitions that you can access, you will be able to update agent properties, such as the call presentation class and skillset priorities..

19 Viewing / Changing Contact Center Agents 1. Log In to Contact Center. 2. From the Launchpad, select Contact Center Management. Note: When you launch Contact Center Management, by default it opens in Supervisor View. This view enables you to quickly see the list of agents assigned to each supervisor. 3. From the View/Edit dropdown, select Agents. 4. In the left window pane, click the NAME of the Contact Center Server you wish to manage. Note: It is possible that MORE than one server is shown in the list. Make sure to select the server name associated with the site you wish to access. Chapter 2 Page 1

20 By default, all agents assigned to your view will be displayed. 5. You may use Filters to locate a specific Contact Center representative. 6. Double-click on the name of the agent you wish to view to display the Agent Profile. Chapter 2 Page 2

21 Agent Profile 7. Make changes to the User Details and/or Agent Information sections as needed. 8. Click Contact Types to display the list of Contact Types currently assigned to the agent. 9. Make changes to Contact Type as required. Notes: The agent must be LOGGED OUT in order to update Contact Types If your system is equipped with Communications Control Toolkit (CCT) and Contact Center Multimedia Manager (CCMM) you may see additional configuration items in the Agent s Profile specific to these features. If you assign Multimedia Contact Types, you will receive a warning message. Chapter 2 Page 3

22 10. Click Skillsets to see the list of skillsets currently assigned to the agent, and the assigned priority. 11. To change the Priority to Skillsets currently assigned, use the arrow to display the list of available priorities (Standby, or 1-48), and highlight the appropriate priority level. 12. To remove a Skillset that is currently assigned, use the arrow to display the list of available priorities and select Unassigned. 13. To add new Skillsets to the agent's profile, click Assign Skillsets. 14. Use the Search Engine or click List All and locate the skillset you wish to assign. Chapter 2 Page 4

23 15. Locate the new skillset and assign the appropriate priority. Repeat as necessary to add more skillsets. 16. To update the partitions to which this agent is assigned, click Partitions and add or remove checks as required. Note that you may only have access to VIEW partition assignment. 17. To save your changes, click Submit. 18. Click on the server name to return to the previous Agent Search / List. Chapter 2 Page 5

24 ---- Notes ---- Chapter 2 Page 6

25 Updating Agent to Skillset Assignments 1. Log In to Contact Center. 2. From the Launchpad, select Contact Center Management. Note: When you launch Contact Center Management, by default it opens in Supervisor View. This view enables you to quickly see the list of agents assigned to each supervisor. 3. From the View/Edit dropdown, select Skillsets. 4. In the left window pane, click the NAME of the Server you wish to manage. Note: It is possible that MORE than one server is shown in the list. Make sure to select the server name associated with the site you wish to access. Chapter 2 Page 7

26 5. Click on a Skillset Name to display the list of agents currently assigned to the skillset. Notes: To limit the number of agents displayed, use the Filters at the top of each column. Click the Header Name to sort records. 6. To Update the Priority configured for an agent, select the new Priority (1-48) from the drop-down list. 7. To Remove a skillset assigned to an agent, select Unassigned from the drop-down list. 8. To Activate Standby for a skillset assigned to an agent, select Standby from the dropdown list. Chapter 2 Page 8

27 9. To Assign New Agents to a skillset, scroll down to the bottom half of the screen to see the list of agents not currently assigned. Remember that you will only see the agents to which you have access. Notes: To limit the number of agents displayed, use the Filters at the top of each column. Click the Header Name to sort records. 10. Click the name of the agent you wish to assign to the skillset. Note the row will be highlighted. 11. From the agents Priority Column, change the assigned Priority from Unassigned to the appropriate Priority Level (1-48), or to Standby. Chapter 2 Page 9

28 12. Repeat as necessary for other agents. 13. To save your changes, click Submit. Hints: Click the arrow in the MIDDLE of the screen to hide / show the left (purple) pane. Use the Page Size to INCREASE or DECREASE the number of agents displayed in the page view. Chapter 2 Page 10

29 Use the Set all agents to priority XXXX drop-down and the Apply button to update the priority assigned to ALL AGENTS in the list to the same value. Chapter 2 Page 11

30 ---- Notes ---- Chapter 2 Page 12

31 Agent Profile Explained User Details First Name Last Name Title Department Language User Type Login ID Enter the First Name of the Contact Center Agent. Enter the Last Name of the Contact Center Agent Enter the Title (Typically, Agent, Supervisor, Manager, etc.) Enter the Department Name. From the dropdown list, select the Language to be displayed when the agent Logs In to the phone. From the dropdown list, select Agent, Agent/Supervisor, or Supervisor. HINT: Agent works best for ALL configurations. Enter the agent's numeric ID used to Log In to the telephone. + Voice URI Enter the extension number assigned to this agent for answering Skillset Calls. Note: The formatting of this field is critical. Hint: Refer to another agent as an example. * Personal DN Enter the extension used to reach this agent ONLY if agents do not have assigned seating and their personal extension moves with them from desk to desk. Also know as hoteling or Hotdesking. * ACD Queue Use this field to assign a Default ACD Queue to this agent. This number will be used for processing when the Contact Center Server is out of service and when the QUEUE TO NACD script command is used (uncommon). This field is typically configured by the Contact Center Administrator. * ACD Queue Error Comment + Enable CTI for this agent º Account Type Create CCT CCT Agent Login Details º Associate User Account Informational Only Field. Will contain data only if the ACD Queue number specified above is not a valid number. Enter information if required, or leave blank. Select this option to enable Multimedia for agents in a SIP Integrated Contact Center. This feature will be configured by your Contact Center Administrator. Information only, typically specific to the agent s Windows User ID and customer domain. This feature will be configured by your Contact Center Administrator. Legend: * Applicable in an AML Integrated Contact Center only. + Applicable in a SIP Integrated Contact Center only. º Applicable in a SIP Integrated Contact Center and in an AML integrated Contact Center where Multimedia is enabled. Chapter 2 Page 13

32 Agent Information Primary From the dropdown list, select the Supervisor this agent is affiliated with, from Supervisor a Contact Center Reports perspective. In some cases, this name may be a PLACEHOLDER (i.e. Customer Service Supervisor) rather than a person s name. * Agent Key If supervisor s telephone set is configured with agent keys, enter the appropriate key assignment. (Not common) Login Status Call Presentation»Multiplicity Presentation Class Threshold Informational Field to show status of current agent. From the dropdown list, select the Call Presentation Class that best suits the agent. Note: You must have Administrative privileges to view, create, delete, or modify Call Presentation Classes. From the dropdown list, select the Multiplicity Presentation Class that best suits the agent. Note: You must have Administrative privileges to view, create, delete, or modify Multiplicity Presentation Classes. From the dropdown list, select the Threshold Class that best suits the agent. Note: You must have Administrative privileges to view, create, delete, or modify Threshold Classes. * Tn Name Informational Field to show the ID of the telephone to which the agent is currently logged in. When blank, the agent is logged out. Supervisor Information This information is only shown for users configured as a Supervisor or Agent/Supervisor. * Telephony Port The unique Position ID number assigned to the supervisor s telephone. Contact Types Contact types are the media types by which (inbound) contacts arrive into a contact center and by which a contact center sends (outbound) contacts.» Contact Type Select the Contact Types this agent will process. Note: DO NOT assign a Contact Type unless your system is licensed to use it! Legend: * Applicable in an AML Integrated Contact Center only.» Applicable in both SIP and AML Integrated Contact Centers where Multimedia is enabled. Chapter 2 Page 14

33 Skillsets When an agent is assigned to a Skillset, the PRIORITY LEVEL selected determines the level of expertise the agent has for the given skillset. Agent Priority per skillset has a range of 1 to 48, with 1 having the greatest priority. This priority is used when queuing calls to idle agents, allowing agents with greater priority in a skillset to be presented calls before agents of lesser priority. There is no delay when the system searches through the various levels of priority. When an agent's skillset is set to standby, it means that the agent has the ability to service the skillset but is not answering calls for that skillset at the time. Typically, supervisors use Standby when an agent is working on a special project and is not actively answering calls. The agent can remain Logged In but will not receive skillset calls when set to Standby. When Service Level Routing is enabled for a given skillset, additional priorities can be assigned that allow agents to be available to assist with calls only after a predetermined expected wait time has been met. These Priorities are listed as Standby (1) thru Standby (48). Once the expected wait time value falls below the predetermined value, these skillset calls will no longer be presented to agents assigned as Standby (1) thru Standby (48). Note: Service Level Routing must be enabled for a skillset by your Administrator. Priority Using the drop-down list, update Priority for Assigned Skillsets, or select Unassign to remove the agent from a skillset. Assign Skillsets Use the Search feature to find specific skillset or select List All to Add skillsets and use the drop-down list to set Priority. Note: If you are unable to assign a specific skillset that appears on the list, the appropriate Contact Type has not been assigned to the agent. Chapter 2 Page 15

34 Partitions A Partition is a logical grouping of Contact Center Data (Agents, Skillset, Applications, etc). Typically, each department that utilizes the Contact Center has their own Partition. In most systems, agents are assigned to only (1) Partition. Supervisors and Managers that Log In to Avaya Aura Contact Center 6 to manage Contact Center Agents are configured to see agents in one or more partition. Partition Name Check the Appropriate Partitions to which this agent should be assigned Notes ---- Chapter 2 Page 16

35 Chapter 3 Real-Time Reporting Real-Time Display Types... i Data collection modes... i Viewing a Real time Display... 1 Common Real time Display Features... 3 Standard Agent Display Standard Skillset Display Standard Application Display Creating a Private Real-time Display Deleting a Private Real-time Display Creating a New Public Display Creating Filters for Real-time Displays Modifying an Existing Filter Displays Real-time Graphical Displays Sample Graphical Displays Creating a Billboard Creating a Chart Creating a Timeline Creating a Standard Collection Creating a Billboard Collection Creating a Dashboard Collection... 60

36 Real-Time Display Types Real-time displays provide up-to-date statistics for your contact center and its resources. You can use these statistics to monitor your contact center and determine its effectiveness. There are three main types of displays in the Avaya Aura Contact Center: Public Displays These displays include both the standard displays that ship with the Contact Center, and customized private displays that you have shared with your coworkers by saving them in the Public displays folder. To modify either of these types of displays in any way, you must make a copy of the display and save it as a private (user-defined) display. Private Displays These are copies of public grid displays that you customize and save in your Private displays folder. Only the creator of the private display can access or modify it. To grant other users access to your private display, you must save a copy of it as a Public display. You can save public copies of private displays on the current server, or across all servers to which you have access. Graphical Displays These are private graphical displays that you create and save in your private graphical displays folder. Only the creator of the private display can access or modify it. To grant other users access to your graphical display, you must save a copy of it as a Public display. You can save public copies of private displays on the current server, or across all servers to which you have access. Additionally, Collection-type graphical displays may be tagged as Private or Public when you create them. Note: You may not have the authority to share (make public) Real-time displays. Data collection modes All Standard Real-time displays are shown in the Moving Window Mode, however Custom Real-time displays can be created using the Interval to Date Mode. Moving window mode In moving window mode, statistics shown represent the last 10 minutes of system activity. The Moving Window Mode uses a rolling 10 minute window to show statistics. Interval-to-date mode In interval-to-date mode, statistics are collected only for the current interval. When the interval is over, data fields initialize to 0 (zero), and collection begins for the next interval. The Interval is set to: And will reset to Zero at: Hours am / pm Note: By default, the interval is set to 15 minutes, and therefore will RESET to Zero s every 15 minutes throughout the day. It is recommended that the interval be set to 24 hours, and that the reset time is set to the time the 1 st contact center on the site opens (or 30 minutes before).

37 Viewing a Real time Display Real-time reporting allows you to view the current status of your Contact Center, include agent states, calls waiting, wait times, etc. 1. Log In to the Contact Center. 2. From the Main Screen, select Real-time Reporting, to display the following screen: 3. Click Public displays, Private displays or Graphical displays to view the list of available displays. Public displays can be launched, or used as templates to create Private displays. Public displays cannot be modified or deleted. Private displays are your personal views, and can only be accessed when you are logged in with your ID.. Chapter 3 Page 1

38 Sample Real-time Display Window - Expanded 4. To launch any of the displays shown in either folder, double-click the display name. Wait while your PC retrieves information from the Contact Center Server. The display will be shown on your PC screen.. Chapter 3 Page 2

39 Common Real time Display Features After you launch a display, you may: Minimize it and launch other displays if required, or use the Launchpad to navigate to another area of the Contact Center. Multiple Displays can be launched simultaneously however the Contact Center may be configured to limit the total number of displays. Hint: Create a STANDARD COLLECTION or BILLBOARD COLLECTION to automatically launch Multiple Displays in a quick and easy manner. Hide the header. Use the features shown on Display Toolbar. Sort the display. Click on the COLUMN NAME once to sort alphabetically / numerically. Click on the COLUMN NAME a 2 nd time to sort in reverse order. Real-time Display Header If you do not wish to see the Title and Toolbar buttons, you can HIDE the header. Click on Header on the upper left to hide the Display Title and Toolbar. Click on Header again to show the Display Title and Toolbar Note: This setting must be configured each time you launch a display.. Chapter 3 Page 3

40 Display Toolbar Buttons Click <<Server>> Summary to display a graphical representation of the Real-time display. Available for Application and Skillset Displays. Click Non-Staffed Skillsets to display the list of skillsets that currently don t have at least one agent Logged In. Available for Skillset Displays only. Click Export to save a snapshot of the display. Available for all Display types. Click Print to send a snapshot of the display to one of your printers. Available for all Display types. Click Filters to apply filters to the open display. Available for all Display types. Click Close to remove the open display. Available for all Display types. Click Help to launch a new IE window and display On-Line specific to this display. Available for all Display types. Click +/- to show detailed agent activity (Multiple lines per agents) Available for Agent Displays only when Multimedia is equipped and Multiplicity is enabled.. Chapter 3 Page 4

41 <<Server Display Name >> Summary Click Pattern to change the view to Black and White. Click Color to change the view to Color. Click Export BMP or (Export JPG) to save a snapshot of the summery. Make note of the file name and then select OK. Click Print to send a snapshot (hardcopy) of the summary to a printer. Click Close to shut down the Summary display. Click Help to display the on-line help specific to Summary Charts.. Chapter 3 Page 5

42 Non-Staffed Skillsets Click Refresh to update the list of Non-Staffed skillsets. Click Print to send a snapshot (hardcopy) of the list to a printer. Click Close to shut down the list of Non-Staffed skillsets. Click Help to display the on-line help specific to the Non-Staffed skillsets window.. Chapter 3 Page 6

43 Export Exporting allows a copy of the display to be saved to a file. When you click Export, the system will provide the name of the exported file. Click View to open the exported display file immediately. Click Close to remove the window from your screen. Remember to make note of the name of the file so you may locate it at a later time. Sample Exported Skillset Display. Chapter 3 Page 7

44 Print Printing allows you to send a snapshot of the display to a printer configured on your PC. Select the appropriate printer from the list display, and click Print.. Chapter 3 Page 8

45 Filters By selecting one or more Filters, you can exclude specific elements (Agents, Skillsets, and/ or Applications) from the display. On Agent Displays, you can include agents assigned to a Filter, or based on the Supervisor to which the agents are assigned. Click Select All when you wish to assign all defined Filters / Supervisors. Click Clear All to uncheck selected Filters / Supervisors. Click Apply to save the select and return to the Display. Click Cancel to retain previous Filter Configuration. Note: Additional information specific to Real-time Display Filters and instructions for creating them can be found later in this chapter.. Chapter 3 Page 9

46 Help The Contact Center on-line help button can provide detailed information about the type of display you are viewing. The information is displayed in a NEW Explorer Window. Click to close on-line Help.. Chapter 3 Page 10

47 + / - For Multimedia Agents Only, Multiplicity (if equipped and enabled) allows agents to handle more than one contact simultaneously. The Agent Real-time Display allows you to display a SINGLE LINE of information for all agents, including those that are configured to handle multiple contacts OR a SEAPRATE LINE for information for agents assigned Multiplicity. In this case, EACH LINE represents the number of contacts the agent can handle, and the real-time activity for EACH Contact. Single Line per Agent Display Multiple Line per Agent (Configured for Multiplicity) Display. Chapter 3 Page 11

48 ---- Notes Chapter 3 Page 12

49 Standard Agent Display Standard Agent Display Information A separate line of information will be provided for each agent assigned to your view. Note: When Multiplicity is enabled in your Contact Center, additional lines per agent may be available. If more agents are assigned to your ID than fit on one page, controls to move ahead to other pages will be displayed. Default Refresh Rate: Every Second Default View Mode: Moving Window The moving window is a block of time representing the last 10 minutes of system activity. Agent ID Hyperlink: Click the Agent ID field (if shown in blue) to launch an Agent Skillset assignment Window, where you can make updates as required. Refer to Chapter 2 for specifics related to Agent to Skillset assignments.. Chapter 3 Page 13

50 . Chapter 3 Page 14

51 Agent Statistics Standard Agent Real-time Display Agt ID Agt First Name Agt Last Name Pos ID A unique number to identify an agent. The first name of the agent. The last name of the agent. Position ID. A unique identifier of the agent s telephone in the PBX. Dial this number to activate Agent Observe. Supr First Name Supr Last Name Ans SklSet In Contacts Status The first name of the assigned supervisor. The last name of the assigned supervisor. The name of the skillset for which this agent is currently working. Indicates the current state of the agent. Note that this state can be one single state or a combination of two or more states. The following is a list of possible states: Active: On Skillset Contact ACD Active: On ACD Call (Not typical) ACD Hold: ACD Call On Hold (Not typical) Break: On After Call Break as defined in the associated Call Presentation Class Busy: DN In/Out Call Active or On Hold Call Present: Skillset contact presenting to InCalls Button Idle: Waiting for Contact / Phone not in use. Not Ready: Not Ready key activated On Hold: Skillset Contact On Hold Undefined: The state of the agent is unknown (Not typical) The following is a list of possible Combination States, when the Agent has more than (1) feature / line in use: Skillset Active and DN In/Out call on hold ACD call active and DN In/Out call on hold Skillset contact on hold and DN In/Out call active Skillset contact on hold and DN In/Out call on hold Skillset contact on hold and DN In/Out call active and on hold. ACD call on hold and DN In/Out call active ACD call on hold and DN In/Out call on hold ACD call on hold and DN In/Out call active and on hold Not Ready and DN In/Out call active Not Ready and DN In/Out call on hold Walkaway DN In DN Out Time In State The agent pressed Hold and unplugs the headset while in Not Ready state, or while handling a contact. Active on an Incoming call placed to an Extension (non Contact Center) Line on the phone. Active on an Outgoing call made from an Extension (non Contact Center) Line on the phone. The length of time the agent has been in the current state. Chapter 3 Page 15

52 Chapter 3 Page 16

53 Other Fields Available for Custom Agent Displays: Answered Skillset ID DN In Contact Answered DN In Contact Tag DN Out Contact Made DN Out Contact Tag DN Out Dialed Number Not Ready Reason Skillset Contact Answered The Numeric ID of the skillset for which this agent is currently working. The total number of DN calls answered by this agent for the specified period. An asterisk (*) in this column indicates that the agent is handling multiple incoming DN calls. The total number of outbound DN calls made this agent for the specified period An asterisk (*) in this column indicates that the agent is handling multiple outgoing DN calls. Telephone number dialed by Agent from an Extension (non Contact Center) Line on the phone. This information is not available on all systems. A description of the Not Ready Reason code entered. The total number of Skillset contacts answered by this agent for the specified period. This value resets to 0 each time the agent logs out. Chapter 3 Page 17

54 ---- Notes ---- Chapter 3 Page 18

55 Standard Skillset Display Standard Skillset Display Information A separate line of information will be provided for each Skillset assigned to your view. If more skillsets are assigned than fit on one page, controls to move to other pages will be provided. Default Refresh Rate: 2 Seconds Default View Mode: Moving Window The moving window is a block of time representing the last 10 minutes of system activity. Skillset Hyperlink: Click the Skillset field (if shown in blue) to launch an Agent Skillset assignment Window, where you can make updates as required. Refer to Chapter 2 for specifics related to Agent to Skillset assignments. Chapter 3 Page 19

56 Skillset Statistics - Standard Skillset Real-time Display Skillset Avg Ans Dly Srv Lvl % Ans Wait Agt Staff Agt Active Agt Not Ready Agt Idle The name of the skillset. The amount of time, on average that contacts waited before being answered. The percentage of contacts answered or abandoned within the Service Level Threshold. The number of contacts answered by an agent for this skillset. The number of contacts currently waiting in queue for this skillset. The number of agents assigned to this skillset that are currently logged in. The number of agents assigned to this skillset that are currently logged in and active on a contact for this Skillset. The number of agents assigned to this skillset that are currently logged in and in a not ready state. The number of agents assigned to this skillset that are currently logged in and waiting for new contacts. Other Fields Available for Custom Skillset Displays: Agent On ACD-DN Contact Agent On DN Contact Agent On NACD-DN Contact Agent On Network Skillset Contact Agent On Other Skillset Contact The number of agents logged in for a skillset that are currently handling a call directed to an ACD-DN. This may indicate a call to a wrong number, or a problem with the Contact Center Call Scripting. The number of agents assigned to this skillset that are currently logged in and on a DN (Extension) call. The number of agents assigned to this skillset that are currently logged in and on a call directed to a Network ACD-DN. The number of agents assigned to this skillset that are currently logged in and on a call directed to a Network Skillset. The number of agents assigned to this skillset that are currently logged in and on a call directed to another Skillset. Chapter 3 Page 20

57 Agents Unavailable Contacts Answered After Threshold Contacts Answered Delay Contacts Offered Expected Wait Time Longest Wait Since Last Call Longest Wait Since Login Max Wait Time Network Contacts Answered Network Contacts Offered Network Contacts Waiting Skillset Abandoned Skillset Abandoned After Threshold Skillset Abandoned Delay Skillset ID Skillset State Total Wait Time % Service Level for Ans Calls The number of agents in a skillset who are currently unavailable to take contacts. This calculation is based on the following data fields: Agents In Service Agents On In Call Agents On DN Call Agents Available Agents Not Ready The number of contacts answered after experiencing a delay greater than or equal to the service level threshold for a skillset. The service level threshold is defined during system configuration. The delay experienced by all contacts answered at this skillset from the time the contacts were queued against the skillset until they were answered. Total contact offered to the Skillset. The total time that a new contact is expected to wait before being answered by an agent with this skillset. The longest waiting time of all idle agents who are currently waiting to answer contacts for this skillset. The time is calculated since the agent s last call. The longest waiting time of all idle agents who are currently waiting to answer contacts for a skillset. This waiting time begins after login to a skillset. The maximum waiting time spent by any contact currently waiting for an agent with the required skillset. The total number of Network Skillset contacts answered. The total number of Network Skillset contacts offered. The total number of Network Skillset contacts currently waiting. The total number of Skillset contacts that hung up before being answered. The total number of Skillset contacts that hung up after the Service Level Threshold expired. The total time contacts that abandoned waited before hanging up. A unique number to identify a skillset. The state of a skillset. A skillset state is either In Service or Out of Service. The total waiting time spent by all calls currently waiting at this skillset. The percentage of calls answered within the Service Level Threshold. Chapter 3 Page 21

58 ---- Notes ---- Chapter 3 Page 22

59 Standard Application Display Standard Application Display Information A separate line of information will be provided for each Application assigned to your view. If more applications are assigned than fit on one page, controls to move to other pages will be provided. Default Refresh Rate: 2 Seconds Default View Mode: Moving Window Chapter 3 Page 23

60 Application Statistics - Standard Application Real-time Display Application Avg Ans Dly Srv Lvl % Offer Ans Abnd Term Contacts Wait Max Wait Time The name of the application. The amount of time, on average that contacts waited before being answered. The percentage of contacts answered or abandoned within the Service Level Threshold. The number of contacts offered for this application The number of calls answered for this application. The number of calls abandoned for this application. The number of calls terminated with one of the following treatments: given force busy, force overflow, force disconnect, route to, or default treatment. reached a non-isdn trunk while being routed to a remote site transferred in an IVR session (Caller Left a Voice Message) networked out through an NACD queue The number of contacts currently in a waiting state for this application. The amount of time that the oldest contact has been waiting to be answered for this application. Other Fields Available for Custom Application Displays: Application ID A unique number to identify the application. Average Abandon Delay The amount of time, on average that contacts waited before abandoning. *Avg Network Contacts Out Answered Delay Contacts Abandoned After Threshold The amount of time, on average that contacts waited before being answered by an agent at a network location. The number of contacts that abandoned for the application after experiencing a delay greater than or equal to the service level threshold for the application. The application service level threshold is defined during system configuration. Contacts Abandoned Delay The total delay experienced by all contacts abandoned for the application. Chapter 3 Page 24

61 Contacts Answered After Threshold The number of contacts that were answered after experiencing a delay greater than or equal to the service level threshold for the application. The application service level threshold is defined during system configuration. Contacts Answered Delay Contacts Answered Delay At Skillset *Network Out Contacts *Network Out Contacts Abandoned *Network Out Contacts Abandoned Delay *Network Out Contacts Answered *Network Out Contacts Answered Delay *Network Out Contacts Requested *Network Out Contacts Waiting Time Before Interflow Total Wait Time % Abandoned After Threshold %Contacts Abandoned The total delay time experienced by all contacts answered for the application. The total delay time experienced by all contacts from the time the contact is first queued against the first skillset until it is answered. The total number of contacts presented to agents at remote site(s) by this application. The total number of contacts queued to the Network Skillset(s) that hung up before being answered. The total time spent waiting by all contacts that were queued by this application to remote locations before they abandoned. The total number of contacts queued to Network Skillset(s) by this application that were answered. The total time spent waiting by all contacts that were queued to remote locations by this application before they were answered. The total number of contacts that were queued to a skillset at a remote site by this application. The total number of contacts currently queued to the Network Skillset(s) for this application. The total amount of time that contacts spent in the Master_Script application before the contact is passed to a primary application. The total time for all contacts for an application that are currently waiting. The percent of total contacts for this application that abandoned after the Service Level Threshold. The percent of total contacts for this application that abandoned. * Available for Systems where Network Skills Based Routing (NSBR) is enabled. Chapter 3 Page 25

62 Chapter 3 Page 26

63 ---- Notes ---- Chapter 3 Page 27

64 Creating a Private Real-time Display You can use the Standard Public Displays as templates to create your own Real-time Display. Changes, such as Column Header names, can be updated, and columns can be easily added or removed. Log in to the Contact Center and Access Real-time Reporting from the Launchpad. 1. Highlight the Public Display you'd like to copy. 2. Type the Name of your Private Display. 3. Click Make Private Copy. Chapter 3 Page 28

65 Properties Tab Data Collection 4. Update the Refresh Rate, if required. 5. Select the Data Collection Mode. Moving Window Interval-to-Date Collects statistics data in a moving window mode for use in a real-time display. The moving window is a block of time representing the last 10 minutes of system activity. Collects statistics data in an interval-to-date mode for use in a real-time display. Interval-to-date gathers data only for the current interval. Once that interval is completed, all data fields initialize to zero and collection begins for the next interval. The Interval is Set to: Hours And will initialize to zero at: 6. If you are creating a Skillset or Application Display, update the Chart Format, Site Summary Fill, and Network Summary Fill, if required. This information is used when you select to view the Summary once the display is launched. Export options 7. Enter the Summary chart export path, where exported display formats will be saved, if required. 8. Enter the Grid export prefix, for exported displays, if required. Chapter 3 Page 29

66 Display format 9. Update the Color Setting, if required. 10. Enter the title that will be shown when the display is launched in Display Title. 11. Update the Column Font Size, if required. 12. Restrict access to this server only, if required. This option applies only to customers with access to multiple Contact Center Servers. 13. Select the Columns Tab. Columns Tab 14. Click on one of the columns. 15. Update the Column Name, if required. 16. Update the Column Width, if required. 17. Delete a Column from the Display, if required. 18. Move a Column to the Right or Left, if required. 19. Update the Threshold Colors, if required. 20. To add another field, highlight a field from the Available Fields drop-down list, and select Add Field. 21. Select the Filters Tab. Chapter 3 Page 30

67 Filters Tab 22. Select the Filter you wish to Apply to this display when it's launched. (You may use the Select All button to include all filters, or select one or more filters individually. 23. Select the Supervisor s whose assigned Agents should be included in the Agent- type Displays. (You may use the Select All button to include all supervisor's agents.) Note: If you have not previously created Filters, refer to the section of this reference guide called Creating Filters for assistance. Saving your Change 24. Select Submit to save changes you ve made to the display, or select Cancel to RESTORE previously saved display format. Verifying the Changes 25. Select Launch Display to view the display AS IT WAS LAST SAVED! Chapter 3 Page 31

68 Deleting a Private Real-time Display If you know longer wish to use one of the Real-time Displays saved in your Private Folder, you may delete it. Log in to the Contact Center and Access Real-time Reporting from the Launchpad. 1. Highlight the Public Display you'd like to copy. 2. Select Remove Private Display. 3. Select OK to permanently delete the Private Display, or cancel to save it. Chapter 3 Page 32

69 Creating a New Public Display If given access, you will be able to publish one of your Private Tabular Displays in the Public Tabular Displays so it can be shared with all other Contact Centers on the system. Log in to the Contact Center and Access Real-time Reporting from the Launchpad. 1. Locate the Display Name in your Private Folder, or create a new Private Display. 2. Update in the name of your public display, if required. 3. Click the Make Public Copy button to share the display with ALL OTHER CALL CENTER'S on your system. The report will be saved in the Public Tabular Displays Folder. Note: Once you SAVE a display into the Public Displays folder, you cannot modify or delete the display! Only the HIGHEST Level Administrator Log In can delete displays saved in the Public Display folder. Chapter 3 Page 33

70 Creating Filters for Real-time Displays By default, all elements (Agents, Applications, and /or Skillsets) in your partition are shown when you launch a Real-time Display. Filters allow you to customize real-time displays to show only selected elements (Agents, Applications, and /or Skillsets). Log in to the Contact Center and Access Real-time Reporting from the Launchpad. 1. Click Filter and select Manage Filters. 2. Expand Filters and click the Create New button. Chapter 3 Page 34

71 3. Type a Filter Name in the space provided. 4. Click Submit. 5. Click the Server Name below the new Filter to reveal the Properties Tabs. Chapter 3 Page 35

72 Skillsets Tab 6. To add Skillsets to the Filter, select the Skillset tab. 7. Click Assign Skillsets, then click List All (or use the Search tool) to display skillsets in your partitions. 8. Select the Skillsets you want to view when you assign this Filter to Skillset Displays. Hint: You may use the Select All button to include all Skillsets that are listed, or Clear All to remove all skillsets from your selection. Chapter 3 Page 36

73 Applications Tab 9. To add Applications to the Filter, select the Applications tab. 10. Select the Applications you want to view when you assign this Filter to Application Displays. Hint: You may use the Select All button to include all Applications that are listed, or Clear All to remove all applications from your selection. Chapter 3 Page 37

74 Agents Tab 11. To add Agents to the Filter, select the Agents tab. 12. Click Assign Agents, then click List All (or use the Search tool) to display agents in your partitions. 13. Select the Agents you want to view when you assign this Filter to Agent Displays. Hints: You may use the Select All button to include all Agents that are listed, or All to remove all agents from your selection. Clear To include All Agents in your partitions, do not select any agents! Instead, select the agents to include by selecting the appropriate supervisor on the Filters Tab of the Agent or Skillset Display. Saving the Filter 14. Click Submit to Save the Filter. 15. To add another Filter, from the Filters Dropdown, select Add Filter. 16. To return to Displays, from Displays Dropdown, select View Displays. Chapter 3 Page 38

75 Modifying an Existing Filter Displays Log in to the Contact Center and Access Real-time Reporting from the Launchpad. 1. Click Filter and select Manage Filters. 2. Click the name of the Filter you wish to modify. 3. Click the Server Name below the new Filter to reveal the Properties Tabs. 4. Update the Application, Skillset, and / or Agent tab as required. 5. Click Submit to Save the changes, or click on the Server Name to cancel. Chapter 3 Page 39

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