CONTACT DIRECTOR v 4.0a

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1 CONTACT DIRECTOR v 4.0a

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3 Contact Director Users Guide Liability Disclaimer Technology for Business, Corp. reserves the right to change the specifications, functions, or features, at any time, without notice. Technology for Business, Corp. has prepared this document for the exclusive use of its employees and customers. The information contained herein is the property of Technology for Business, Corp. and shall not be reproduced without prior written approval Technology for Business, Corp. CTI Server is a registered trademark of Technology for Business, Corp. NEAX is a registered trademark of NEC Corporation. UNIVERGE is a trademark of NEC Unified Solutions, Inc Technology for Business, Corp. All other brand or product names are or may be trademarks or registered trademarks of, and are used to identify products or services of, their respective owners. Technology For Business 1112 Ocean Drive Suite 202 Phone Fax

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5 C O N T E N T S CONTACT DIRECTOR INTRODUCTION... 5 Features... 6 What this Guide Covers... 7 Important Vocabulary Used in this Guide... 8 MODULE 1 SETTING STARTED... 9 T HE BASICS Starting Contact Director The Main Display Layout OVERVIEW OF CONTROLS Main Menu Navigation Bar Navigating Between Views Context Menus Formatting the Display Context Menus Data Detail General Display Settings MODULE 2 READING THE DISPLAY VIEWS The Predefined Views Agent States Using Shared Views UNDERSTANDING THE DATA Glossary of Statistic Labels Interpreting the Data Does it Add Up? How is it Calculated? MODULE 3 CREATING AND CUSTOMIZING VIEWS CUSTOM VIEWS Defining New Views Dynamic Data Filtering in Your View PUBLISHING VIEWS General Display Settings MODULE 4 USING ALARMS RECOGNIZING ALARMS How Users See Alarms The Alarms View Designing Alarms with Users in Mind CONFIGURING ALARMS

6 Configuring a Simple Alarm Configuring More Sophisticated Alarms MASTERING ALARM USE Tips for Defining Alarm Rules General Tips for Defining Alarm Actions MODULE 5 AGENT AND CALL CONTROL Transferring calls Among Queues Assigning Agents to Queues Setting Splits to Night Mode MODULE 6 ADMIN GUIDE ADDING AND MANAGING USERS Basic User Management Building User Profiles Building User Constraints Managing Active Users Managing User Addresses INSTALLING THE CLIENT TROUBLESHOOTING AND MAINTENANCE The Basics Troubleshooting with Your Support Technician ING REPORTS Formatting a Report

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9 Contact Director Introduction This manual presents instructions for using the TFB Contact Director client in conjunction with NEC ACD s, interpreting the display, and using the extended features of the system. C ontact Director is designed for businesses that rely on their contact center as the primary touch-point with customers, and that rely heavily on monitoring to tell them what their agents and customers are doing in real time. In most environments, the major systems behind the call center, such as the ACD, CTI, and IVR, each have their own distinct reporting and monitoring mechanisms. Achieving integrated control and reporting from these systems can be difficult. What s more, monitoring packages are often designed as closed systems, with little flexibility or control available to the user. TFB s Contact Director offers a powerful alternative to traditional rigid and closed telephony monitoring systems. Its flexible architecture allows users to filter information dynamically, design custom panels and views, group agents into teams, and set alarms.

10 Features TFB s Contact Director puts vital agent and call statistics on your agent s desktop, and real time control of calls and agents at your supervisor s fingertips. Literally hundreds of statistics are available in real time, from a variety of preset views. Users of TFB Agent and Agent Chat also get integrated statistics for web and contacts, and Enterprise users can consolidate statistics from across all their ACD s and site into a single screen! Contact Director interacts seamlessly with other modules from TFB as well as the Univerge or NEAX ACD to meld reporting from agents, the ACD, and automated features into a single monitoring interface. Flexible licensing means you purchase only the seats you need. Features Summary o Total Univerge and NEAX Integration Integrates seamlessly with NEAX 2000 and 2400, and Univerge ACD s through Infolink, MIS link, and SMDR. Offer mutli-acd options as well. o Hundreds of Statistics Users have access to real time data on every screen. Swap the X and Y axis, hide columns, click on agents for dynamic call details. o Customizable Display Users have control on every screen. Swap the X and Y axis, hide columns, click on agents for dynamic call details. A view design wizard allows users to design and save their own screens. o Sophisticated Alarms/Alerts Set alarms win an English text interface. o Permission-based Feature Access Describe Define user permissions to selectively inhibit or allow available features. o Real time Data Filter Users can set data to be displayed or o hidden dynamically, based on the value of that data, and rules they specify. Integrated with TFB Applications Integrates seamlessly with TFB s Enhanced Automated Attendant, Agent , Agent Chat, Enhanced Call Center Routing, Automated Callback, and even custom applications to provide a truly comprehensive call center monitoring solution. o Point and Click Call and Agent Control! Users with proper permissions can manually redirect calls among splits, change TECHNOLOGY FOR BUSINESS CORP. 6

11 priority of calls in queue, and change agent split assignments all in real time. What this Guide Covers This document is intended for all users of the Contact Director client, including agents, supervisors, and administrators. Topics include basic monitoring functionality, how to read the display, and using the supervisor controls. The guide is grouped into the following modules. Module 1 Getting Started with Contact Director Module 2 Reading the Display Module 3 Customizing Views Module 4 Using Alarms Module 5 Agent and Call Controls Module 6 Admin and Maintenance This guide assumes the reader is familiar with the vocabulary of telephony and that of the NEAX switch specifically. TECHNOLOGY FOR BUSINESS CORP. 7

12 Important Vocabulary Used in this Guide Although it is assumed that the reader already understands basic telephony concepts and applications, the mix of computer and telephony disciplines makes it useful to define the following glossary of foundational words. A more complete glossary is in the appendices, and specific definitions of reporting labels are listed in Module 2. Standard Glossary Label Answered Abandon DNIS Field Monitored Pilot Pilot Queuing IVR Split Target View Definition Call answered by an ACD agent. Indicates call disconnected in queue. Same as pilot, but it is the initial pilot registered on the call Any labeled column or row of data in a report A Pilot that is configurable and visible to the ACD A unique call route in the ACD, assigned a unique Pilot Number, and Pilot Name The process of putting a call into an ACD split or splits. Call disconnected on an IVR port but not in queue. Usually indicated caller hung up before completing the IVR session. Used interchangeably with queue A particular type of entity in the call center, like a call, a split, an agent, and so on. The alarms, and other features, let you specify a target from a list so that the system knows which call center entity you want the alarm to watch. A single screen of data, the content of which is predefined or designed by users with the View Wizard That s It? Not quite. But those definitions are key to understanding the meaning of the labels, dispositions, and metrics used in reporting. For a more complete glossary, see the appendices, and the specific definitions of reporting labels are listed in Module 2. TECHNOLOGY FOR BUSINESS CORP. 8

13 Module 1 Getting Started The Contact Director client sits on your PC desktop, and lets you monitor call center activity agents, calls, callers, IVR ports, queues and statistics all in real time. You can set alarms, customize your views, and with the Enterprise package, supervisors can control call and agents assignments with the click of a mouse. This section shows you: The Basics Starting Contact Director, screen layout Overview of Controls Main Menu, Navigating, changing the display TECHNOLOGY FOR BUSINESS CORP. 9

14 The Basics The Contact Director client runs right from your windows desktop. Personal settings and available functions are based on your login permissions, so you can use it the same way from any PC on the LAN. Let s start with a few basics how to open Contact Director, and how the screen is laid out. Starting Contact Director You start the Contact Director client from your Windows desktop by double-clicking the program icon. TO START THE DIRECTOR CLIENT 1 Double-click the Contact Director icon on your Windows desktop 2 Enter your Agent ID (or user name) and password then click OK. 3 The main screen should appear. Contact Director automatically checks for updates each time you start it. If the update dialog appears, just click OK and follow the instructions. Depending on the size of the update, it should take only a few seconds to a minute. TECHNOLOGY FOR BUSINESS CORP. 10

15 Tip of the Day When you first start up Contact Director a user tip appears. You can deselect Always show tips on startup if you don t want to see tips. TECHNOLOGY FOR BUSINESS CORP. 11

16 LOG IN After starting Contact Director, you should see the Log In screen. Enter your Agent ID and Password. Click the Connect button. Note that you can log out of Contact Director either from the log out option on the File menu, or by clicking the X in the upper right of the main window. If you made format changes during your session, and want to keep them, be sure to click Save Settings from the File menu before you log out. TECHNOLOGY FOR BUSINESS CORP. 12

17 The Main Display Layout After starting Contact Director you should see the main display shown below. Different views are accessed from the navigation tree in the left pane of the application window. The navigation tree slides closed automatically when not ion use, to preserve screen space, just click on it to access the navigation tree. Contact Director Main Screen View Name Main Menu Navigation Bar View Window Agent\Queues Panel Connection Indicator Feature Main Menu View Name Navigation Bar View Window Connection Indicator What It s For Define and Save Views and Alarms Uniquely defines the view. Views can be customized by users Click to open and navigate between views Just the primary monitoring window where view data is displayed Shows status of server connection Green connected Yellow connection in progress Red not connected TIP Setting the Default View The view that appears when you first open the browser can be selected by the user. The typical view is shown above. If you would rather see another view on startup, navigate to that view, then select Set as Startup View from the Views menu. TECHNOLOGY FOR BUSINESS CORP. 13

18 Overview of Controls Contact Director lets you switch between preset views of your contact center, customize which statistics are seen and how they are displayed, and much more. All the available functions in Contact Director are found in 3 locations, Main Menu From the Main Menu Navigation Tree From the Navigation Tree Context Menus By Right-clicking in the display Everything you can do in Contact Director is available from these locations. The context menus are especially useful if you don t know how to do something. Simply right-click in the display on a column heading, a particular cell in the column, or in a blank space. A context-based menu will appear with the available options related to what you clicked on. There are two types of functions typically offered from a context menu display formatting, and data detail regarding the actual data or column where you clicked. The following sections talk about each of these control items in more detail. TECHNOLOGY FOR BUSINESS CORP. 14

19 Main Menu The main menu is displayed across the top of the main program window. All functions are available from the main menu. There are five menus at the top level, o o o o o File View Tools Window Help TECHNOLOGY FOR BUSINESS CORP. 15

20 File Menu The File menu is where you save any changes you log in and log out of the program, make changes to preferences or alarms. You can also load the previous saved preferences or factory defaults. Menu Option Logout Save Session Reload Session Restore Defaults Import Session Export Session Exit What It s For To log out of the client without exiting the program Saves any changes you made to display, or preferences, or alarms during. Reloads preferences and alarms from the last Save Session. If you made any changes to preferences or alarms without saving the session, Reload Session will overwrite them. Restores all preferences and alarms to original factory defaults! To overwrite your current preferences and alarms, you must select Save Session after you select Restore Defaults. To avoid overwriting your current preferences and alarms, don t select Save Session before exiting the program. Lets you load preferences and alarms saved from another session or another workstation. Lets you save current preferences and alarms to a file for later import. Logs you out of the applications and exits the application. P IMPORTANT NOTE Log in Log in and log out functions only affect Contact Director. They do not affect your ACD login status. TECHNOLOGY FOR BUSINESS CORP. 16

21 IMPORTANT TIP Saving Your Settings After making changes to views, you must select Save Session from the File menu, before you exit the program, if you want your changes to be available next time you log in! View Menu If you need a view that is not already available in the program, or need to change an existing view, Contact Director provides tools for users to customize views and add them to the navigation tree. You can edit, create, or delete a view. a standard windows navigation tree to switch among views. You can also change views from the Tools menu. Click the Navigation Bar on the left side of the window to open the navigation tree. The navigation tree closes automatically when not in use to allow more efficient use of desktop space. Menu Option Edit View [View Name] Add View Publish Views Manage published Views Delete View [View Name] Set as StartUp View Switch to View What It s For Allows you to change preferences and layout of currently displayed View. Lets you create a new view. Lets you give access to particular views to other users on your network. Shows a list of views you have published and lets you change preferences of edit. Deletes the currently displayed View. Sets the currently displayed View to display when you next start the program. Lets you select a view to display, just like the navigation bar. IMPORTANT TIP Saving Your Settings After making changes to views, you must select Save Session from the File menu, before you exit the program, if you want your changes to be available next time you log in! TECHNOLOGY FOR BUSINESS CORP. 17

22 Tools Menu The Tools menu is where you set alarms, set up users and teams (supervisors only), and change general program settings. Menu Option Alarms Reload Alarms Users Teams Connected Users Settings What It s For Allows you to set alarms based on the value of nearly any call center statistic. For technician use only. Does not do anything for users Lets supervisors set user permissions Lets supervisors set up teams of agents for monitoring purposes Lets supervisors and administrators change the permission profile of users currently logged in, or force them to logoff. Allows you to change general display settings like fonts and background colors. More Info For more about setting alarms, see Module 4 Using Alarms. For more about users, teams, and managing connected users, see Module 6 Admin. Settings are discussed later in this module, in the General Display Settings section. TECHNOLOGY FOR BUSINESS CORP. 18

23 Window Menu The Window menu lets you navigate to other view, or hide elements of the main display window. Menu Option Switch to View Dock Maximize Status Bar Navigation Bar What It s For Allows you to navigate to any view, just like the navigation bar. For use with Agent Dashboard only. (See Agent Dashboard user guide.) For use with Agent Dashboard only. (See Agent Dashboard user guide.) Select to display the status bar at the bottom of the window. Deselect to hide the status bar. Select to display the navigation bar at the left edge of the window. Deselect to hide the navigation bar. TECHNOLOGY FOR BUSINESS CORP. 19

24 Help Menu The Help menu lets you update your program to newer versions, and turn on the activity log. Menu Option About Check for updates Log Messages Message Log Show tip of the day on login What It s For Allows you to check the current version of the client you are running. The client can update itself if a new version is available! Click this to check for updates. Use only as permitted by your supervisor. Logs user actions. This can take up hard drive space so only change this setting at the direction of a qualified technician. For use by certified technicians. Deselect to turn off the pop-up tips that appear on login. TECHNOLOGY FOR BUSINESS CORP. 20

25 Navigation Bar Navigating Between Views A view is simply a set of predefined real time information displayed on a single screen. Contact Director comes with predefined views, and users with the right permissions can also design and save their own views. Contact Director features a standard windows navigation tree to switch among views. You can also change views from the View menu. Click the Navigation Bar on the left side of the window to open the navigation tree. The navigation tree closes automatically when not in use to allow more efficient use of desktop space. TO CHANGE VIEWS 1 Click the Navigation Bar from the left. 2 From the Navigation Tree in the left hand window, click the desired view, or category. Any branch with a + next to it has more views underneath. Click the Navigation bar to open the tree Select the Desired view from the Navigation Tree TECHNOLOGY FOR BUSINESS CORP. 21

26 Pulling Display Panels onto Your Desktop It can get crowded in the program window when you re trying to view many panels, but there is a way around that! Version 4 and later of Contact Director lets you display panels outside of the program window, and drag them around on your desktop. Whether it is a predefined panel or one you designed, go to the Navigation Tree on the left side of the main window, and click on the panel you want. Holding the left mouse button, drag the mouse in any direction and the panel pops out onto the desktop. From there you can place it on the desktop wherever you want. Pull a view right out of the Nav tree into a window on your desktop! TIP Viewing Full Screen You can expand to full screen any view you drag onto the desktop. Just select that view and hit F11. Hit F11 again to return to normal viewing. TECHNOLOGY FOR BUSINESS CORP. 22

27 Context Menus Formatting the Display Recall that the context menus are the menus that pop up when you right-click within the actual data display. There are two types of functions typically offered from a context menu display formatting, which we ll discuss in this section, and data detail, which we ll discuss in the next. You have numerous formatting options in each view individually. You can hide columns, swap columns and rows, show graphs, define column totals, edit column names, and more. Users can also change the things you would normally expect to in a Windows application, like resize column widths, panel heights, and fonts. To keep the size settings for subsequent use, be sure to select save settings from the File menu. And almost all of these setting are available just by right clicking in white space of the view window. Try it. You should see a context menu of display options. TIP Make Sure You Save Changes To keep your settings, even after you close Contact Director, select save session from the File menu on the main menu bar. TECHNOLOGY FOR BUSINESS CORP. 23

28 To Swap Columns with Rows You can swap the labels across the top of the panel, with those along the side. By selecting Switch Axis. 1 Right click in the white space in the view window to get the context menu of display options. 2 Select Switch Axis. Now the statistics that were shown along the top, are shown along the left hand edge of the panel. The queue names are now along the top of the panel. 3 Select Switch Axis again to swap the columns and rows back to their original position. TECHNOLOGY FOR BUSINESS CORP. 24

29 To Show Column Totals The word totals refers to any of several possible types of aggregate values displayed at the top of each column. Totals could be a sum of all data in the column, an average, the mean, or the most common value. 1 Right click in the white space in the view window to get the context menu of display options. 2 Select Show Totals 3 Totals should appear at the top of each column. The subscript tells you the type of total currently displayed. Not that if you have swapped columns and rows, totals will appear at the start of the row. TECHNOLOGY FOR BUSINESS CORP. 25

30 When selected, a check mark appears next to this item, and calculated totals are displayed for each column. Select or deselect by clicking. Note that the type of total can be selected for each column (None, Count, Average, Sum, Most Common, Median, Min, or Max) by selecting Change Total To, or from the Column Settings option. Note that depending on the statistics, some or all total types may be unavailable. To Select the Type of Total Displayed 1 Right click in the column for the total you want to change. 2 Select Change Total To and select the type of total displayed for the current column (Average, Sum, Most Common, or Mean). None turns off the total display for the selected column only. Count is the number of non-null values in the column. Average is the sum of all values in the column, divided by the number of values. Sum is simply all values in the column added together. Most common is the value that appears most often in the column. Median is the sum of the highest and lowest values in the column, divided by two. Min is the smallest value in the column. Max is the largest value in the column. TECHNOLOGY FOR BUSINESS CORP. 26

31 To Hide a Column Hide the column currently selected. To unhide, go to Column Settings from this same context menu, and click the check box next to the desired column. TECHNOLOGY FOR BUSINESS CORP. 27

32 To Show Bar Graphs in Place of Numbers Some data is easier to read at a glance when it is displayed as a bar graph, or histogram. Select Show Bar Graph to display bar graphs representing the value in each field for the selected column. Click again to select or deselect. Select Show All Bar Graphs to display bar graphs representing the value in each field for all columns. Click again to select or deselect. Note that this feature is only available on designated numeric fields. TECHNOLOGY FOR BUSINESS CORP. 28

33 To Show an Instant Graph of a Statistic Instant graphs are a way to dynamically show a particular numeric parameter in a separate window. You can drag an instant graph anywhere on the desktop to easily monitor a visual representation of a particular statistic. To show an instant graph, just right-click on any statistic in the display. Don t click the header, rather the cell with the actual value. Select Instant Graph from the context menu. You can even customize the appearance of each graph. Put your cursor in the graph window, and click the Options button that appears in the upper left of the graph. Note that if you close a graph, it isn t saved anywhere! So if you want to preserve a graph that you set up, don t close it before saving your session! When you open plot options you can configure all visual aspects of the graph individually. See the table below for explanation of the settings. The easiest way to learn how to customize graphs is by trying it! Click the OK button when you re done. TECHNOLOGY FOR BUSINESS CORP. 29

34 Plot Options Title Scale Color Theme Colors What It s For You can enter a more descriptive title. Just type directly in the field. Select Auto to let the graph size scale based on data, or select Fixed and enter the scale. If you check X-Axis or Y-Axis Follow, then the axis grid measurements will follow the cursor. You can pick a predefined color scheme from the drop down box, or set the colors in the Colors section at bottom left, then click new and enter a new color theme name. When you save color themes only you can use them. You can customize the color of various graph elements, then from the Color Theme controls, click the New button and enter a new color theme name. When you save color themes only you can use them. TECHNOLOGY FOR BUSINESS CORP. 30

35 To Hide Data Based on Value Let s say you only want to see agents in a particular view if they are actually logged in. You can do this, and conditionally hide or display things based on hundreds of other criteria by using dynamic data filtering. After you have mastered the basics in this module, see Module 3 Creating and Customizing Views for more about dynamic data filtering. Administrators can also hide data from users based on value, like split number, for users only allowed to see particular splits. This is call constraints. See Module 6, Admin for more about this. To Show Historical Reports TFB s archival reporting package, ACD Reports, integrates automatically with Contact Director to provide instant access to the historical information related to real time activity. 1 Right-click on a field within the view window that is of interest. 2 Select ACD Report from the context menu. 3 This opens the ACD Report selection. The available reports are based on the data field you clicked on within the view. Select a report and click OK. To learn more about ACD Reports, see the TFB ACD Reports User s Guide. TECHNOLOGY FOR BUSINESS CORP. 31

36 To Show Agents Grouped in Teams 1 Right click in a column or row with agent names. The context menu appears. 2 From the context menu, select Show Teams, then either Normal or Extended. 3 To revert to the ungrouped listing, select Show Teams, then None. Grouping by teams with team names and team leaders at the top of each team. TECHNOLOGY FOR BUSINESS CORP. 32

37 COLUMN SETTINGS By right-clicking in the white space of a display window or on the column heading, you get the pop-up context menu. By selecting Column Settings from the pop-up context menu, the View Preferences dialog opens. From here you can customize the current view in several ways. Hide or Unhide any column in the view Select the type of total to display for each column Customize column Widths Customize the columns label Customize the order in which columns are displayed Note that the Field Name is set in the system and not editable, but the Label, which is what users actually see in the Views, can be customized to say whatever you want. TECHNOLOGY FOR BUSINESS CORP. 33

38 To Change Column Settings 1 Right click in the white space in the view window to users get the context menu of display options. 2 Select Column Settings 3 The View Preferences dialog appears, showing all available column names for this view. 4 Select an item from the list by clicking any text in the item, so the highlight appears as shown. To display the item in the view, click the checkbox, or deselect to hide it. 5 To change the position of an item in the display by one column, click Move Up or Move Down. Items at the top will be displayed on the far left side of the view. TECHNOLOGY FOR BUSINESS CORP. 34

39 To Change Column Settings (cont d) 6 To change the column width, the type of total displayed at the top of the column or the actual name (label) of the column, click the Edit button. Enter the desired values and click the OK button. 7 To keep save your settings, even after you close Contact Director, select save settings from the main file menu. TIP Column Sizes You can change column width inside the display by clicking and dragging the edge of columns headers. Just make sure you save your changes before exiting the program by selecting File Save Session from the main menu. TECHNOLOGY FOR BUSINESS CORP. 35

40 Pulling Display Panels onto Your Desktop It can get crowded in the program window when you re trying to view many panels, but there is a way around that! Version 4 and later of Contact Director lets you display panels outside of the program window, and drag them around on your desktop. Whether it is a predefined panel or one you designed, go to the Navigation Tree on the left side of the main window, and click on the panel you want. Holding the left mouse button, drag the mouse in any direction and the panel pops out onto the desktop. From there you can place it on the desktop wherever you want. TIP Viewing Full Screen You can expand to full screen any view you drag onto the desktop. Just select that view and hit F11. Hit F11 again to return to normal viewing. TECHNOLOGY FOR BUSINESS CORP. 36

41 Context Menus Data Detail In the previous section you saw how to format the display from options in the context menu. In this section you ll see how to get more detail on the column or field you click on. The views generally offer high level information but you can also drill down to more detail from the context menu. Just by right-clicking a contact, the top section of the context menu displays basic call information. But you can get more detail about the associated contact or queue from the following options. Menu Option Instant Recall Report Instant Graph Show Agents in Queue (n) Show Calls in Queue (n) What It s For Shows you detail about where the call has already been in the call center, including TFB Auto Attendant menus and options selected. Lets you look at historical reports for the call. (Requires TFB ACD Reports) Opens a dynamic graph of the data clicked on. Note that only dynamic numeric data fields offer this function. Opens a quick window listing all agents in the selected queue. Opens a quick window listing all calls waiting in the selected queue. TECHNOLOGY FOR BUSINESS CORP. 37

42 Context Menu FAQ Q A Why do some menu options not appear sometimes when I rightclick? Depending on where you click in the display, the context, certain options may not be available. Also, some optional features may not have been licensed/purchased, such as ACD Reports or Instant Recall. Q A Q A Why can t I use the Move to split, change priority, and Night Mode features? Those features must be set in your permissions for you to use them. Typically very few supervisors should have access to this feature to avoid conflicts. If you have the appropriate permissions, and these functions are not working correctly, check with your system administrator or support contact for assistance. Additionally, if you are using the supervisor version of Contact Director, dynamic control features are not available. Some of the caller information like ANI, account, and so on are blank on all or some calls. Whether those fields have data or not depends entirely on your call flow. Some calls don t have ANI, and some callers may not have an account number in your system. Even callers that do have an account may not display it if your call flow sends them straight to an agent without using the TFB IVR first. TECHNOLOGY FOR BUSINESS CORP. 38

43 General Display Settings The general Settings apply to all views, and allow you to control text color, background color, Theme, which includes other general display preferences. To Change Color Settings 1 From the Tools menu, select Settings. 2 Select Color from the menu on the far left. 3 From the Aspect drop-down box, select the text item you want to change. (see appendices for a complete description of each aspect.) 4 From the Property drop-down box, select either Forecolor, which is the actual color of the text, or Backcolor, which is the color behind the text. 5 To use a colors defined by Windows, select System Color, then select a color from the drop down box. To use a color that you define, select Custom Color, then enter the RGB values for that color. 6 Click the OK button when you re finished. Don t forget to save your settings if you d like them to remain for the next time. To save settings, or any other changes you make in the system, select Save Session from the File menu. TIP Resetting Defaults There are two default color schemes built in. To reset to either of these click the Reset Defaults button, and select white board, for a white background, or blackboard for a black background. Be careful because this will change other color settings also. Just TECHNOLOGY FOR BUSINESS CORP. 39

44 Save your changes by selecting File Save Session from the main menu, or exit the program without saving if you want to preserve the settings you started with. TECHNOLOGY FOR BUSINESS CORP. 40

45 Display Aspect Types From the Settings dialog in the Tools menu, there are numerous aspects of the display that let you customize the associated foreground and background colors. Anytime data in these categories is displayed, they will be displayed in the foreground and background colors you specify. Aspect Alarm Active High Alarm Active Low Alarm Active Medium Caption Alarm Caption View Graph Grid Item Hot Track Label Mode Available Mode Break Mode Hold Mode Ready Mode Ring Mode Stand By Mode Talk Selection Team Item Team Leader Team Member Missing Total View Alarm can edit View Alarm cannot Edit Description Data for which a High priority alarm has been triggered. Data for which a Low priority alarm has been triggered. Data for which a medium priority alarm has been triggered. Label for alarm Label for a view Bar Graph Text and numeric data in the grid The hot track highlight that follows the cursor position Columns and row labels along the edges of the grid Agent available mode (overrides Grid Item setting) Agent break mode (overrides Grid Item setting) Agent hold mode (overrides Grid Item setting) Agent ready mode (overrides Grid Item setting) Agent ring mode (overrides Grid Item setting) Agent stand by mode (overrides Grid Item setting) Agent talk mode (overrides Grid Item setting) Item selection outline Agent Team label Team leader name Missing Team member (not logged in) Top of column total Alarm item, available to edit Alarm item, not available to edit TECHNOLOGY FOR BUSINESS CORP. 41

46 To Change Theme Settings 1 From the Tools menu, select Settings. 2 Select Theme from the menu on the far left. 3 To show icons within views, check the Show Icons option. The default is checked. 4 To show text as anti-aliased (smooth edges), check the Show Smooth Text option. The default is checked. 5 To show menu bars and bar graphs as a shaded gradient instead of a solid color, check the Show Gradients option. The default is checked. 6 The hot track is the highlight that appears over the column and row headings to indicate where the cursor is. To show the hot track, check the Show HotTrack option. The default is checked. The default is checked. 7 To center values within columns, instead of left justified, check the Center Cell Items option. The default is unchecked. 8 Click OK when you re finished. Don t forget to save your settings if you d like them to remain for the next time. To save settings, or any other changes you make in the system, select Save Session from the File menu. TECHNOLOGY FOR BUSINESS CORP. 42

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48 Module 2 Reading the Display A set of pre-defined views are bundled with Contact Director. Recall that each view is just a panel (or panels) of information, typically with statistics and totals along one axis, and the reporting item (queue, agent, port, and so on) on the other. There might be more than one panel in a given view to allow users to see multiple types of information on the same screen. In most views, there are many statistics available, but most are hidden to avoid cluttering the display. The number of unique statistics available in each view is typically more than fits on a single screen, and more than most agents and supervisors need to see. However, as shown in the previous module, users can pick and choose which fields to hide or show, what the default view is, and even flip columns and rows to display information in the way that best suits their needs. When you have a lot of data to display, you can also drag views out of the program window and into their own window on your desktop. The mouse wheel is supported also to allow you to quickly scroll through data in any view. You can also define and save your own custom views with the View Design Wizard. See Module 3, Customizing Views for more on this. This module discusses: Preset Views Definitions of Standard Labels and Statistics Interpreting Report Data TECHNOLOGY FOR BUSINESS CORP. 44

49 Views The Contact Director display is composed of views, simple grids of statistics. Each view has a name, and offers a distinct set of data. Contact Director comes with a set of predefined views, and as you ll see later, you can also build your own. The Predefined Views There are several fundamental and distinct views, each based on a specific reporting entity (i.e. agents, queues, IVR): Agent Activity View Displays current list of agents versus queue activity and status for each agent. Agents View Displays current list of agents versus standard statistics for each agent. All Queue Activity View Displays 3 distinct panels of information. Stats by queue, individual agent status by queue, and individual call ANI by queue, Callbacks View Displays current callbacks in queue. Campaigns View Displays current outbound campaigns calls in queue. Contact Activity View Displays current outbound campaigns calls in queue. Contacts View Displays current outbound campaigns calls in queue. Agents and Queues View Displays current list of agents versus queue activity and status for each agent. IVR Ports View Displays current status of the IVR ports on CTI Server and about the calls currently connected. Logons View Displays current list of active queues and queue statistics for each. Users of NEC s Navigator product may find this view familiar. TECHNOLOGY FOR BUSINESS CORP. 45

50 Queues View Displays current list of active queues and queue statistics for each. Alarms View Displays current alarms status. Recall that views are selected from the Navigation panel on the main window. These are the fundamental types of view panels available in the system. As you ll see in Module 3, Customizing Views, when you make custom views you frequently start by selecting one of the above view types, then modify it to show the panels and statistics you need. The appendices list the statistics that are available in each view. The following pages detail the payout of each of the preset views. TECHNOLOGY FOR BUSINESS CORP. 46

51 AGENTS VIEW Description The Agent view shows real time agent activity, phone mode, and statistics. You can optionally add team definitions and team leaders, grouped using agent ID or phone DN, to better view agents by function. Users can hide and resize columns, flip rows and columns, and users of the Supervisor and Enterprise version can filter data by dynamic criteria. When the number of rows exceeds the height of the column, you can use the mouse wheel to scroll the view. TECHNOLOGY FOR BUSINESS CORP. 47

52 Agent States Contact Director Enterprise allows your supervisors to change agent queue assignments and states in real time. To change agent states and assignments you must have the Enterprise Version, and you must have the proper login permissions. You should be familiar with the general ramifications of changing an agent from a particular state to another, and which situations allow it. State Description Talk Indicates the agent is talking on the phone. This only appears in a single queue. If an agent is also assigned to queues other than the one in talk mode, those queues will indicate Stand By mode. You can t interrupt an agent in talk mode, however if you select another state, Talk will flash and the agent will go into the selected state after the call is completed Standby Indicates that the agent is assigned to the queue, but is in Talk on another queue. Ready Indicates the agent is ready to receive an ACD call. If an agent is Ready in one queue, they will be Ready in every queue to which they are assigned. Break Indicates that the agent is in Break mode on their ACD phone. If an agent is Break in one queue, they will be Break in every queue to which they are assigned. Work Indicates that the agent is in Work mode on their ACD phone. If an agent is Work in one queue, they will be Work in every queue to which they are assigned. TECHNOLOGY FOR BUSINESS CORP. 48

53 CONTACTS VIEW Description The Contacts view is caller-focused, showing the actual caller name, ANI, and account information (as available). The ANI comes from the switch, while the name and account fields are tagged to the call based on caller input or database access, depending on the particular configuration of your system. Status Icons The status icons indicate where the call is currently in call flow. - Indicates the call is currently in IVR. - Indicates the call is currently in queue. - Indicates the call is currently being handled by an agent. TIP Use Your Own Icons You don t have to use the icons that come with the system. The MIS Reference shows you how to replace any or all icons used in the display, with icons of your own. TECHNOLOGY FOR BUSINESS CORP. 49

54 IVR PORTS VIEW Description The IVR Ports view shows real time activity on the CTI Server IVR ports. IVR ports are the telephony connection that allows callers to interact with automated applications such as callback or custom IVR. The IVR ports view is most useful for technical staff during test or debug activity. You can hide and resize columns, flip rows and columns, and users of the Supervisor and Enterprise version can filter data by dynamic criteria. IVR Ports events are detailed on the following page. For more detail, these events are also described in the CTI Server Log Reports User s Guide. TECHNOLOGY FOR BUSINESS CORP. 50

55 QUEUES VIEW Description The Queues view shows statistics by queue, for each active split in the ACD. You can hide and resize columns, flip rows and columns, and users of the Supervisor and Enterprise version can filter data by dynamic criteria. The first line directly below the column labels is the totals row. Totals are really aggregates that aren t limited to just being a sum, they could be any of the following types: Average is the sum of all values in the column, divided by the number of values. Sum is simply the sum of all values in the column. Mean is the sum of the highest and lowest values in the column, divided by two. Most common is the value that appears most often in the column. Recall from Module 1 that total types can be customized by right clicking in the view window to users get the context menu of display options, and selecting the Show Totals option to set the current column, OR by clicking the Column Settings option to edit multiple columns. The type of total displayed is indicated by the subscript as shown below The AVG. subscript indicates that 01:42 is the average of all values in this column. The SUM subscript indicates that 14 is the mathematical total of all values in this column. TECHNOLOGY FOR BUSINESS CORP. 51

56 AGENT ACTIVITY VIEW Description The Agent Activity view shows agents versus their status in each active queue. You can hide and resize columns, flip rows and columns, and users of the Enterprise version can reassign agents among queues or even change agent modes. Status Icons The status icons indicate where the call is currently in call flow. - Indicates an agent currently in talk mode. - Indicates an agent currently in work mode. - Indicates an agent currently in break mode. Notice that Stand By is shown for some splits when a particular agent is in talk mode on one split simply indicates that the agent remains assigned to those splits while on a call, and therefore has the potential to answer a call on those splits when the current call is complete. TECHNOLOGY FOR BUSINESS CORP. 52

57 Displaying Teams in Agent Activity View You can group agents by teams to view activity based on functional groups in the call center. Right click in the view and select View Teams, then select the type of view. TECHNOLOGY FOR BUSINESS CORP. 53

58 CONTACT ACTIVITY VIEW Description The Contact Activity view shows callers, by ANI, and which queue those callers reside. Note that because the ACD allows queuing a single call to multiple splits, it is possible to see the same ANI listed under different split headings. The split numbers and names are read directly from the ACD. Getting More Information on a Contact You can right-click on any call to see more details about it, and see a context menu with a few other options. The top half of the context menu contains the available call details. You should see DNIS at least, usually ANI, and if the call has been through an IVR session, you may see the caller s name, account number, and the miscellaneous data field that is attached to each call. By selecting Instant Recall, you get even more detailed data about the call and where it s been in the contact center. Selecting Show Agents in Queue to see a pop up list of all the agents in that queue. See Module 5, Agent and Call Control for more information about the Change Priority and Move to Split options. TECHNOLOGY FOR BUSINESS CORP. 54

59 ALL QUEUE ACTIVITY VIEW Description The All Queue Activity view is a composite screen that combines panels from some of the other pre-set views. Namely, the Queues panel, the Agents and Queues panel, and the Contacts and Queues panel. Users can also create their own multi-panel views from the View Design Wizard. When you have multi-panel views, Contact Director will allow you to automatically synchronize matching columns across multiple views. TECHNOLOGY FOR BUSINESS CORP. 55

60 CALLBACK ACTIVITY VIEW Description The Callback Activity view is a list of current callbacks pending. Each callback has a unique control number used to track it internally. Callbacks remain in this view from the time they are requested by the caller until the agent has completed the callback. TECHNOLOGY FOR BUSINESS CORP. 56

61 CAMPAIGNS VIEW (NEW) Description The Campaigns view shows all active and pending outbound call campaigns from CTI Server. (a sample screen shot of activity was not available at release time of this manual.) TECHNOLOGY FOR BUSINESS CORP. 57

62 LOGON VIEW Description The Logons view shows a list of all agents configured in the ACD. As with other views, you can filter and customize who is shown in the list based on their state and statistics. ALARMS VIEW Description The Alarms view shows alarms set in Contact Director. You can right-click on any alarm, and from the context menu, edit, disable, view, or delete the alarm. Module 4 is all about alarms, and discusses this further. TECHNOLOGY FOR BUSINESS CORP. 58

63 Using Shared Views Supervisors can create customized views and share them with other users. You After you import a shared view, it appears right in the navigation window in the public folder, and can be accessed just like the factory preset views. To Import A Shared View 1 From the View menu, select Manage Shared Views. The Manage Shared Views dialog appears. And shows you the list of views available from other users. 2 Select the check box next to each view you want to use, then click the Import button. 3 To see one of your imported views in the main window, go to the Navigation tree on the left hand window, open the public folder, and click the desired view. You can only delete views in this dialog if you were the creator of that view. TECHNOLOGY FOR BUSINESS CORP. 59

64 Your imported views appear in the Public folder of the Nav tree.. TIP Deleting Views You don t Need If you import a view and later decide you don t need it, just navigate to that view, then from the View menu, click Delete View. TECHNOLOGY FOR BUSINESS CORP. 60

65 Understanding the Data The previous section discussed the content and layout of the various panels and views. This section is about what all that data means and how it is calculated. Glossary of Statistic Labels The following lists some of the more common statistics and labels that appear in Contact Director. The Appendices contain additional definitions of the labels used for statistics in each view. ACD Tenant Channel Queue No. Queue Name Queue calls/chats/ s ASA ETA LWC Total Agents in call Total Agents in ready Total Agents in work Total Agents in break ABC GOS Grade GOS Total calls GOS Abandoned GOS Total Abandoned GOS Total Abandoned > GOS GOS Total Abandoned < GOS GOS Threshold ACD number. Contact Director can support multiple ACD s. Tenant number. Must be 1 in a single tenant environment. Contact Director can support multiple tenants. The communications method, phone, chat, The queue number as assigned in the ACD The queue name as assigned in the ACD Total contacts waiting in queue Average speed of answer for that queue Current ETA spoken by the switch Elapsed time in queue of the longest waiting call Total agents on a phone call (in talk) Total agents in ready mode Total agents in work mode Total agents in break mode Abandoned calls total Grade of service Total calls in the calculation pool Abandon percentage based on calls in pool Total abandon calls in pool Total abandon calls in pool abandoned after exceeding GOS threshold Total abandon calls in pool abandoned before exceeding GOS threshold The GOS call duration for grade TECHNOLOGY FOR BUSINESS CORP. 61