CONTACT DIRECTOR v 4.0a

CONTACT DIRECTOR v 4.0a

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. 2009 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 310.491.3800 Fax 310.372.5486

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... 10 Starting Contact Director... 10 The Main Display Layout... 13 OVERVIEW OF CONTROLS... 14 Main Menu... 15 Navigation Bar Navigating Between Views... 21 Context Menus Formatting the Display... 23 Context Menus Data Detail... 37 General Display Settings... 39 MODULE 2 READING THE DISPLAY... 44 VIEWS... 45 The Predefined Views... 45 Agent States... 48 Using Shared Views... 59 UNDERSTANDING THE DATA... 61 Glossary of Statistic Labels... 61 Interpreting the Data... 63 Does it Add Up?... 65 How is it Calculated?... 63 MODULE 3 CREATING AND CUSTOMIZING VIEWS... 66 CUSTOM VIEWS... 67 Defining New Views... 68 Dynamic Data Filtering in Your View... 72 PUBLISHING VIEWS... 74 General Display Settings... 76 MODULE 4 USING ALARMS... 78 RECOGNIZING ALARMS... 79 How Users See Alarms... 79 The Alarms View... 80 Designing Alarms with Users in Mind... 81 CONFIGURING ALARMS... 82 1

Configuring a Simple Alarm... 82 Configuring More Sophisticated Alarms... 88 MASTERING ALARM USE... 91 Tips for Defining Alarm Rules... 91 General Tips for Defining Alarm Actions... 92 MODULE 5 AGENT AND CALL CONTROL... 96 Transferring calls Among Queues... 97 Assigning Agents to Queues... 100 Setting Splits to Night Mode... 103 MODULE 6 ADMIN GUIDE... 104 ADDING AND MANAGING USERS... 105 Basic User Management... 105 Building User Profiles... 109 Building User Constraints... 112 Managing Active Users... 115 Managing User Email Addresses... 116 INSTALLING THE CLIENT... 119 TROUBLESHOOTING AND MAINTENANCE... 121 The Basics... 123 Troubleshooting with Your Support Technician... 126 EMAILING REPORTS... 128 Formatting a Report... 128 2

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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.

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 email and Agent Chat also get integrated statistics for web and email 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 email, 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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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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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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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/emails 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, email 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

Variations of Metrics Based on Call Pool Many of the statistics available offer variants by day, shift, or pool. So you have stats called Pool GOS, Shift GOS, Pool ASA, and so on. These variants simply indicate how the pool of calls used to calculate the particular statistic is determined. It s similar to setting a date range for a report in ACD Reports. The difference is, a real-time statistic has no inherent date range, and yet it has to be decided how far back do we go, either in time or in the number of calls, to make our statistical calculation? So, the software doesn t decide that you do! Actually, plain GOS and ASA are the same as Pool GOS and Pool ASA. Why the variations? For instance, some supervisors or agents may prefer to see the GOS (grade of service) or ASA (average speed to answer) for only their current shift. They would then use the shift version of those statistics to ensure the most accurate reflection of that metric for the shift selected. The shift calculation is based on time of day intervals. Like Pool GOS, supervisors can set the start and end time of each shift in the TFB Configuration Manager. This statistic helps you asses overall service on a shift basis. The daily calculation is based on all the calls taken by a given split since midnight of the current day. As the day goes on this statistic is less and less a true indication of the current service level, but more and more an indication of your overall service level for the day. The pool calculation is based on the most recent n number of calls. Supervisors can set the number of calls in the pool in the TFB Configuration Manager. This statistic is a better indicator of current service levels than Daily GOS, but doesn t say much about overall performance for the day. The plain GOS and ASA are the same as Pool GOS and Pool ASA. So which is the real statistic? The real GOS? The real ASA? ALL of them! It s just a question of how you want to measure your contact center. They all tell you the real statistical value for a given metric, just based on different range of calls. The tools allow you to choose which method of calculation suits your contact center best. Remember, plain GOS and ASA are the same as Pool GOS and Pool ASA. TIP You Decide Call Pool Size, Shifts, and ASA/GOS Thresholds By Split! The CTI Server configuration allows you or your administrator to set the call pool size and ASA/GOS thresholds individually for each split. They can also set your shift times for statistics based on shift. See your administrator, or if you have administrative access, Module 6 and the CTI Server Users Guide discuss setting these parameters in more detail. TECHNOLOGY FOR BUSINESS CORP. 62

How is it Calculated? Various metrics appear throughout reporting that are calculated by predetermined conventions, although they may offer variations as discussed above, and configurable thresholds. The most commonly used are primarily Abandon Rate (ABR), Abandons (ABN), and Grade of Service (GOS). IMPORTANT CALCULATIONS IN REPORTS ABR ASA ATT Abbrev. Standard abbreviation for Abandoned Rate. A percentage. ABR % = (ABN N) X 100 N = Total Calls in Pool Abbrev. Average speed of answer in seconds. ASA = (t answer 1 + t answer 2 + t answer N ) N N = Total Calls in Pool Where t answer 1 is the answer time in seconds of the first call, t answer 2 is the answer time in seconds of the second call, and so on. N is the total number of calls for the interval and across the split(s), DNIS(s), or Pilot(s) specified in the report. Abbrev. Average talk time in seconds. This is average duration of caller-agent interaction. ASA = (t talk 1 + t talk 2 + t talk N ) N N = Total Calls in Pool Where t talk1 is the talk time in seconds of the first call, t talk 2 is the talk time in seconds of the second call, and so on. N is the total number of calls for the interval and across the split(s), DNIS(s), or Pilot(s) specified in the report. GOS Abbrev. Grade of Service. By convention, this is the percentage of calls answered in less than some number of seconds. (This threshold can be customized for each split) GOS = (Answ undergrade 1 + Answ undergrade 2 + Answ undergrade X ) N Where Answ undergrade1 = 1, and represents the first call answered within the desired threshold (under 120s for instance), Answ undergrade2 = 1, and represents the first second call answered within the desired threshold, up to Answ undergrade X = 1, which represents the last call in the specified interval that is answered within the desired threshold. N is the total number of calls for the interval and across the split(s), DNIS(s), or Pilot(s) specified in the report. TECHNOLOGY FOR BUSINESS CORP. 63

GOS Variations Daily GOS This calculation is based on all the calls taken by a given split since midnight of the current day. As the day goes on this statistic is less and less a true indication of the current service level, but more and more an indication of your overall service level for the day. Pool GOS This calculation is based on the most recent n number of calls. Supervisors can set the number of calls in the pool in the TFB Configuration Manager. This statistic is a better indicator of current service levels than Daily GOS, but doesn t say much about overall performance for the day. Shift GOS This calculation is based on time of day intervals. Like Pool GOS, supervisors can set the start and end time of each shift in the TFB Configuration Manager. This statistic helps you asses overall service on a shift basis. Your MIS staff is provided with documentation that tells them how to change the default call pool size, and GOS threshold values. TECHNOLOGY FOR BUSINESS CORP. 64

Interpreting the Data With a good grasp of the labels and statistics defined in the previous section, it is useful to understand some important ACD issues, as well as how totals are calculated in the reports, and how to compare statistics among reports. This section should help answer questions from staff, resolve apparent reporting contradictions, and interpret comparisons to other reporting systems. Does it Add Up? There are several important facts to remember about the design of the ACD. A call has only one associated DNIS (the original pilot of the call) o o Therefore total calls by DNIS = Total calls presented to the ACD Therefore total calls by DNIS Total calls by split, because a single call can be queued (or presented) to multiple splits. A call can be queued to multiple splits simultaneously o o This increases the total number of calls presented to the split, therefore, the total number of calls presented to splits can be much greater than the total calls by DNIS A call can only be answered in a single split, so total calls presented to a split might be greater than total calls answered in that split, even with 0 abandons Calls are only answered in a single split o Therefore total calls presented to a split might be greater than total calls answered in that split, even with 0 abandons DNIS Totals and Split totals almost never match! o A single call can only be associated with one DNIS, but that same call can be queued to multiple splits, thereby increasing the total calls queued to that split. Other Factors o o o Calls transferred out of the ACD are not tracked further Other reporting tools will see a single call as multiple calls if it is transferred to CTI Server then back to the ACD PBX call tracking is available only with integration to SMDR and MIS link TECHNOLOGY FOR BUSINESS CORP. 65

Module 3 Creating and Customizing Views U sers aren t stuck with the factory-defined views. Any user with appropriate appropriate permissions has the ability to add new customized views and and save them. You can set views with multiple panels, filter data dynamically based on its value, and customize column and color settings. settings. This module discusses: Custom Views Publishing Views TECHNOLOGY FOR BUSINESS CORP. 66

Custom Views Views are composed of one or more panels, each panel containing a grid of data based on a specific a major call center component. This is important to understand, the type of panel is determined by the major component it reports on, i.e. splits, agents, IVR ports, contacts, or pilots. The major component of the view is usually listed along the vertical left hand side of the panel, with columns of statistics labeled along the top of the panel. The screen shown here shows the ALL QUEUE ACTIVITY view, which has 3 panels. The top panel shows Queues, the middle shows agents and queues, and the bottom panel shows contacts and queues. Each of these three panels is also used in a single panel view. TECHNOLOGY FOR BUSINESS CORP. 67

Defining New Views You can design a view from scratch, or by starting with one of the preset views. All views share the color settings and themes set from the Tools Settings menu. View definition allows you to determine which panels are shown, how data is filtered, and font size and style. TO ADD OR EDIT A VIEW 1 From the Views menu, select Add View to open the Create a New View. control. Or, select Edit View to edit the current view. 2 The General View Settings dialog appears. From the Category dropdown you should always select Default unless you are creating a view that includes Alarms. Type a title for your view. You can always edit this later if you want to. Click the Next >> button when you re ready. TECHNOLOGY FOR BUSINESS CORP. 68

To Define a View (cont d) 3 The Select Panels dialog appears. Each view must have at least one panel, and can have multiple panels, one of each type up to a total of seven. Click the Add Panel button then select the type of panel you want to add. If you need a more detailed reference, the appendices show which fields are available for each type of panel. Some panels have columns that match those in adjacent panels. To synchronize panel scroll controls, select the Synchronize panels when possible box. To delete, or move panels up or down in the display, select a panel from your list, then click the appropriate button. You can always edit the panels later if you want to. Click the Next >> button when you re ready. TECHNOLOGY FOR BUSINESS CORP. 69

To Define a View (cont d) 4 The Data Selection dialog appears. The next section in this manual, Dynamic Data Filtering, talks about data selection in more detail. Data selection allows you to select data that should be shown or hidden only when it matches the desired range of values. You can always edit the data selection later, so for now click the Next >> button. TECHNOLOGY FOR BUSINESS CORP. 70

To Define a View (cont d) 5 The Font Selection dialog appears. Set the font and size as you would in any other applications. This setting applies to all panels in the view. You can always edit the font settings later if you want to. Click the OK button when you re ready. TECHNOLOGY FOR BUSINESS CORP. 71

Dynamic Data Filtering in Your View Any view can filter data dynamically. You ve already seen how to hide specific statistic rows or columns, but some users prefer that certain data fields are only visible when they get below or above critical levels. Dynamic data filtering allows you to specify when a field should be visible or hidden, based on the value of that field. A rule can be simple, like Hide the calls in queue if they are less than 5, or more complex, Hide the calls in queue if they are less than 5 or abandon rate is less than 7%. This feature can help keep the display uncluttered and the users focus on what s most important. The rules to display or hide data are very similar to the alarm criteria, so if you are familiar with alarms, you should be able to easily set dynamic filters on your displays. TO DEFINE DYNAMIC DATA FILTERING 1 Navigate to a view that you would like to filter data. From the Views menu, select Edit View to edit the current view. 2 The General View Settings dialog appears. Click Data from the dialog list on the left. From the Target dropdown, select the data field to filter. The appendices contain a list of data fields if you need that for reference. TECHNOLOGY FOR BUSINESS CORP. 72

3 To set the filter, click the Add Criteria button. Similarly to the alarms, a template appears that allows you to click the criteria items in blue to set parameters. TECHNOLOGY FOR BUSINESS CORP. 73

Publishing Views If you have created some custom views and want other agents to be able to use them, you can publish any or all of those views. Keep in mind that user constraints and permissions apply to all views. This means that some users may import your views and find they only see particular panels or data as restricted by their permission settings. Notice that the words publish and share are used interchangeably. Although the feature is referred to as publish, some users are more familiar with the concept of sharing a drive or folder. To Publish a View for Sharing 1 Create your customer views as described in the previous section. 2 From the View menu, select Publish Views. The Publish Views dialog appears. It shows you the list of views available for you to share. 3 Select the check box next to each view you want to share and click the Publish button. 4 Now any user who wants to can import those published views. TECHNOLOGY FOR BUSINESS CORP. 74

TIP How to Un-publish Your Views! To take a published view away from public access, open the Manage Views dialog. You can only delete views that you created. Select the desired view and click the Delete button. TECHNOLOGY FOR BUSINESS CORP. 75

General Display Settings Settings apply to all views, and allow you to control the color of text and the Theme of views, 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 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. 76

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Module 4 Using Alarms T he alarm system is available in all versions of Contact Director. Alarms allow you to set threshold-based rules for nearly any display statistic then change the color value when the alarm is triggered, flash the display, play a WAV file, or send email notification to predetermined addresses. For instance, you might set an alarm that sends you an email every time a particular queue/split has more that 20 calls waiting. The rules are described in an English-language based configuration, just like the dynamic filtering discussed in the previous module, and are flexible enough to be very simple or allow very complex sets of conditions to trigger an alarm. Simple alarms might, for instance, trigger when the size of a queue exceeds a particular number of calls. More complex alarms can, for instance, involve many different criteria such as queue size and the number of agents available. Alarms can also be assigned a level of importance, with a unique color assigned to each level. The set-up and use of alarms can be restricted by user permissions, and shared among agents, or used by only a few agents. When an alarm is triggered it can send an email, play a WAV file (if you have PC speakers) or flash the relevant data field in the display. This module discusses how to set and use alarms. TECHNOLOGY FOR BUSINESS CORP. 78

Recognizing Alarms Before we discuss configuration of alarms, a few words about how users respond to alarms. This may inform the decisions you make when you actually design and set up alarms. How Users See Alarms When an alarm is triggered, users see whatever change in the display has been specified for the alarm, but with multiple alarms going across your screen, how do you know what each is telling you? Presumably you or your supervisor will set a standard meaning for flashing fields or particular colors. Because alarms can send email or play wave files in addition to flashing the statistic that is alarmed, those things can be self-descriptive you can put any descriptive text or instruction in the email, and record the same in a wave file. The following section talks about the utility of setting up standards that will help users recognize the urgency and meaning of alarms based on their appearance. Another good way to identify the exact nature of each alarm is to right click on the alarming field and select current alarms from the context menu. This option only appears in the context menu when you right-clicked in a split or on a field where an alarm is currently triggering. This option shows you the name of alarms triggering for that target. TECHNOLOGY FOR BUSINESS CORP. 79

The Alarms View All currently triggered alarms are listed in the Alarms view. You can get to the Alarms view just as you would any other view, from the left hand side Navigation window. Additionally, the context menu on alarms lets you quickly disable, edit, or view any alarm in the list. TIP Add and Customize Alarm Views Just like any other view, you can create custom Alarm views views that show only high priority alarms, views showing only split-related or agent-related alarms, and so on. See Module 3, Creating and Customizing Views. TECHNOLOGY FOR BUSINESS CORP. 80

Designing Alarms with Users in Mind You ll see in the next section that you can assign various actions to an alarm when it is triggered. This includes flashing the offending statistic, or just changing color, or playing a WAV file. If you have a lot of different alarms that trigger frequently, you usually don t want them all playing WAV files and sending email every time they are triggered. Recommendations for Alarm Design Don t overuse email and audio. Use email and WAV files for only the most serious alarms. Establish Standard Colors For non-critical alarms that are there to simply draw the user s attention, establish a standard color for each alarm level so users know what that means. o o o Yellow Pay extra attention Red Something that may need action soon Red and Flashing Something that needs action now The standard meaning you assign to each color or action are based on your own needs, but being consistent will help your users respond appropriately to each alarm. The following sections show you how to set up alarms. TECHNOLOGY FOR BUSINESS CORP. 81

Configuring Alarms The alarm system offers several levels of sophistication, but it s also possible to use the system very simply without delving into more complicated features. How much of the system you use is up to you. Configuring a Simple Alarm You can set up or edit an alarm from either the Alarm Settings option in the Tools menu, or from the context menu that appears when you right click on the field you want to use the alarm for. To Set or Edit an Alarm 1 From the Tools menu, select Alarms. 2 The Alarm Settings dialog appears. TECHNOLOGY FOR BUSINESS CORP. 82

3 Click the Add button to make a new alarm, or the Edit button to change an existing alarm. The Create New Alarm dialog appears. 4 Enter a name for the alarm and the level of Importance. The name should be descriptive enough for you to easily understand what the alarm does. The level of importance determines what color the data is displayed in when an alarm is triggered. If you have supervisor permissions, you can also define the alarm as shared, which allows your staff or colleagues to use the alarms that you define. Click the Next >> button. TECHNOLOGY FOR BUSINESS CORP. 83

5 The Data Selection dialog appears. Here you enter the criteria that will trigger the alarm. 6 First select the Target, which is really just category of data that you want to trigger the alarm. The list of statistics you can ultimately use for a given alarm is based on what you select as the target. If you select a category like Queue, then you are setting an alarm for some queue-based statistic like Grade of Service or Total Calls. TECHNOLOGY FOR BUSINESS CORP. 84

7 Click the Add Criteria button, and you ll see a description of the alarm condition. Click the items in blue, and select the desired item from the dropdown box to complete the description. When you click statistic, you get a dropdown box of all the available statistics for the alarm target, which is, in the above example, Queue. See the appendices for a complete description of each statistic. When you click operator, you get a dropdown box of all the available comparison types you can use to trigger the alarm for a statistic. For example = (equal), > (greater than), and so on. When you click value, enter a numeric or text value that you want to compare the statistic to. The rule above triggers an alarm whenever any queue has more than 3 calls, chat requests, or email messages in it. In the next section, you decide what action should be taken when the alarm is triggered. TECHNOLOGY FOR BUSINESS CORP. 85

8 Click the Next >> button when you have defined your criteria. You can always edit any alarm that you create. 9 The Alarm Actions Dialog appears. This is where you set additional actions to take when an alarm is triggered. The current version allows sending of an Email message when an alarm is triggered. TIP Understanding the check and repeat alarm intervals The action lets you describe two intervals how frequently to check whether the alarm should be triggered, and how frequently to repeat the alarm action while the alarm is triggered. These are the check alarm, and the repeat alarm intervals. The check alarm interval is how often the system looks to see if the alarm should be triggered OR turned off, regardless of its current triggered state. The repeat alarm interval is how often to do the alarm action while the alarm is triggered. Note that this doesn t control how often a visual alarm blinks, but does determine how often an email is sent, the screen is popped, or an audio file is played. Note that it is possible to receive emails more frequently that specified in the repeat interval when the alarm is momentarily turned off because of its dynamic nature. TECHNOLOGY FOR BUSINESS CORP. 86

10 Set alarm parameters by clicking the words in blue. Enter a name for the action by clicking Untitled. By default, the alarm condition will be checked for every 5 seconds. Click the 5 to change the interval between alarm checks. Click do action and select Email or do nothing. By default, the action selected is repeated every 600 seconds while the alarm is in effect. This is only relevant if you select an action other than do nothing. Click the 600 to change the repeat interval for the alarm action. Note repeat interval is ignored for visual aspects like a color change or flash effect. It only applies to play sound, pop, or email. WARNING Avoid Flooding from Alarm Email! If you set an alarm to send you an email when it is active, you ll get a new email at the interval you specified AS LONG AS THE ALARM IS ON. TECHNOLOGY FOR BUSINESS CORP. 87

Configuring More Sophisticated Alarms You can also set up alarms with multiple criteria when you want to narrow the focus to a particular target or send the alarm only when any or all of several criteria are met. It isn t very much more complicated to set alarms with multiple rules. As you ll see shortly, there are two general types of alarms that have multiple conditions. The first type is the ALL type where you want the alarm triggered only if ALL the criteria are met. The second type is the ANY type where you want the alarm triggered if ANY of the criteria in the alarm are met, whether just one criterion, some, or all of them. Simply add the rules one at a time and decide whether the alarm should trigger when all the criteria are met or any are met. To Set or Edit an Alarm with Several Criteria 1 From the Alarm Actions Dialog you can set multiple criteria for the alarm target. TECHNOLOGY FOR BUSINESS CORP. 88

2 Again click the Add Criteria button. You can then add a criteria that is used in conjunction with the first criteria in determining whether to trigger the alarm Notice that the Target for all criteria must be the same for a given alarm. You also must tell the system how to combine the criteria. For instance, should the alarm trigger only when all of the criteria are met or when any of the criteria are met. If you want the alarm to trigger only when all of your criteria are met, then select and as the criteria rule. If you want the alarm to trigger when any one or more of your criteria are met, then select or as the criteria rule. If you re still not sure how this works, the next page talks about this in more detail. TECHNOLOGY FOR BUSINESS CORP. 89

Trigger an Alarm on Any Rule or All Rules? To make an alarm trigger only when all the criteria in it are met, select the AND radio button in the alarm dialog. Think of it like this: if criteria1 AND criteria2 AND criteria3 AND criterian are ALL satisfied, then trigger the alarm. Use this type of alarm when you only want notifications if several conditions are met. To make an alarm trigger when any of the rules in it are met, select the OR radio button in the alarm dialog. Think of it like this: if any of the criteria, criteria1 OR criteria2 OR criteria3 OR criterian is satisfied, then trigger the alarm. The only time an alarm like this won t trigger is when none of the rules are met! Use this type of alarm to consolidate a bunch of conditions that require similar notification. For instance, you may want similar type of notification if either ASA or GOS meet their particular thresholds. You could define separate alarms for each, or you could simply put them into a single alarm with several triggering rules. Using multiple criteria can be a powerful tool for monitoring contact center activities. TECHNOLOGY FOR BUSINESS CORP. 90

Mastering Alarm Use Now that you ve seen the basics of how to configure alarms, it s worth looking at a few examples and tips that will help you get the most out of the system. Tips for Defining Alarm Rules There are numerous fields available for use in alarm criteria, and the states and statistics offered can be used to motivate, remind, reprimand, help you spot service issues before they get out of hand, and decipher combinations of issues that may not be obvious from casual observation. Multiple criteria helps narrow the focus on specific conditions. Use multiple criteria to alarm combinations of conditions, like too few calls AND too few agents. Rules can monitor compliance. Use alarms to help monitor agent compliance excessive break, call, or work time for instance. Rules can monitor performance. Use alarms to monitor performance, like GOS, or ASA, by queue. TIP Setting Up an Alarm for Changes in State You may have noticed that the alarm system is designed to alarm particular states and thresholds, but not really a transition from one state to another, i.e. an agent goes from work to break. However, you can set an alarm to trigger when an agent enters a particular mode, and still avoid getting a thousand emails when the agent stays in that mode. How? Simply use an AND alarm. For criteria, use the desired state AND when the state time is less than, say, 10 seconds! That way you get an alarm only right when someone enters that state. TECHNOLOGY FOR BUSINESS CORP. 91

General Tips for Defining Alarm Actions You can set up or edit an alarm from either the Alarm Settings option in the Tools menu, or from the context menu that appears when you right click on the field you want to use the alarm for. Use the dynamic elements to define personal emails one alarm can send email to any agent. Remember, the alarm repeat interval only applies to pop, email, and audio actions, not to visual elements like flashing or changing color. Make sure the interval won t allow excessive sending of email if the alarm is triggering for a while. For performance reasons, email actions are only actually checked every 15 seconds, so the check and repeat interval for an email action should be 15, 30, or another multiple of 15 seconds. Further, email repeat times should be long enough to allow the condition to be addressed before you flood an inbox with messages. Make sure that the check time is always less than any duration threshold you are using to trigger the alarm! For instance if you want to send an alarm only when an agent has been in work mode for less than 10 seconds, the check and repeat interval should be 9 seconds or less! If the alarm only checks every 15 seconds, for instance, it may not ever see a state duration of less than 15 seconds! TIP Sending Email Alarm to Agents Remember, you have access to dynamic data that allows you to define your email alarms. The data includes agent names and email, so if you have rules for that apply to many agents, but you only want to send a personalized email to a particular agent when they violate the rule, you don t have to define an alarm for each agent! Define a single alarm and set up the email so it automatically sends to the email of the offending agent and inserts their name in the email! TECHNOLOGY FOR BUSINESS CORP. 92

Tips for Defining Email Actions Alarm notification by email is a powerful way to make sure your staff stays in touch with critical events. To really get the most from email notifications there are a few important things to understand. Look closely at some of the power email alarms. TECHNOLOGY FOR BUSINESS CORP. 93

By selecting any statistic from the drop down box, then clicking the Insert button, you can put the current value for that stat right into the email when it gets sent! You can insert as many stats as you like, and type your own text around them to customize the email. If you re a supervisor or the designated alarm designer, the best way to explore this feature is to try it! Send test alarms to yourself with statistics in them. Using stats in alarm email can make them so much more useful then simply sending static messages. TECHNOLOGY FOR BUSINESS CORP. 94

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Module 5 Agent and Call Control T he Enterprise version of Contact Director offers supervisors the ability to reassign agents, take calls from one queue to another, or change the priority of any call in queue. These controls are available based on user permissions, so you can allow some supervisors to control the call center directly, while other supervisors and agents can be set to monitor only. Using control features is fairly intuitive simply right-click on the call, agent, or agent mode to redirect or change their state. Users of Supervisor and Enterprise versions can also define and save their own custom views with the View Design Wizard. This module discusses: Transferring Calls Among Queues Reassigning Agents Setting a split to night mode TECHNOLOGY FOR BUSINESS CORP. 96

Transferring calls Among Queues Supervisors with the appropriate permissions can take calls out of one queue, and place them in another queue, in real time. This gives supervisors ultimate control over automated routing systems, to handle unusual inbound peaks, or to take advantage of excess agent capacity in another part of the contact center. TO TRANSFER CALLS FROM ONE QUEUE TO ANOTHER 1 From a Contact panel, right click on the call you want to transfer. NOTE You can t transfer calls or agents among ACD s! Even if you are using the Network version of Contact Director in a multi- ACD environment, all agent and call re-assignments must take place within the same ACD. TECHNOLOGY FOR BUSINESS CORP. 97

2 The context menu appears. You see call detail in the top section, and options in the bottom. Click Move to Split, and select the split destination from the dropdown box then click OK. 3 The transferred call is then highlighted with a blue box in its new queue. The transferred call appears in its new split, highlighted by the blue box. TECHNOLOGY FOR BUSINESS CORP. 98

4 To change the priority of the call, select Change Priority and enter a new priority from 1-255. The lower the number, the higher the priority. Click OK. NOTE Transferring Calls Does Not Change ACD Routing When you transfer a call from one split to another, there is no effect on routing of subsequent calls. TECHNOLOGY FOR BUSINESS CORP. 99

Assigning Agents to Queues Even the best planning is subject to volatile inbound call peaks. One of the most powerful features of Contact Director is the ability for supervisors to add and remove agents from a queue. As with queue control, supervisors with the appropriate permissions can assign agents to additional queues, place them in another queue, or change agent modes. This gives supervisors ultimate control over staff usage to handle unusual inbound peaks, or to take advantage of excess agent capacity in another part of the contact center. TO REASSIGN AGENTS FROM ONE QUEUE TO ANOTHER 1 From an Agent view, right click in a blank queue column, in the row of the agent you want to add to that queue. The context menu appears. Click Add Split to add that agent to that split. For instance, in the screen below, George Bartosarky is not assigned to Queue 2: Order Entry. If you right click in the Order Entry column, in George s row, and select Add Split, the agent will then be able to answer calls in that split. the Views menu, select Add View to open the Create a New View. control. Or, select Edit View to edit the current view. TECHNOLOGY FOR BUSINESS CORP. 100

2 From the context menu, click Add Split to add that agent to that split. The grid position for the selected agent and split will flash momentarily then the agent state should be indicated in that grid position. Example Adding and Agent to a Queue In the screen on the previous page, George Bartosarky is not assigned to Queue 2: Order Entry. If you right click in the Order Entry column, in George s row, and select Add Split, the agent will then be able to answer calls in that split. TECHNOLOGY FOR BUSINESS CORP. 101

NOTE Reassigning Agents Does Not Change Agents Settings in ACD When you add an agent to a queue or remove them, it does not affect queue assignments set in the ACD. When the agent logs in on their next shift, all queues assignments are taken from the ACD without regard to how a supervisor may have reassigned the agent on the previous shift. NOTE Removing Agents From Their Attribute Split In NEC ACD s, agents have an attribute split. You cannot remove an agent from their attribute split using Contact Director. For maximum flexibility, consider configuring the ACD so that agent attribute splits do not queue calls. This way call center supervisors can move agents in and out of active splits freely, without restriction. TECHNOLOGY FOR BUSINESS CORP. 102

Setting Splits to Night Mode On NEC NEAX and Univerge ACD s, you can define a night mode configuration for each split. While the configuration of this is accomplished in the ACD MAT, Contact Director allows you to invoke night mode directly from the context menu. TO SET A SPLIT TO NIGHT MODE 1 From any view that shows queues in columns or rows, right-click in the row or column for the desired queue. The context menu appears. 2 Select Night Mode, and either On or Off. Before using the feature be sure to confirm with your ACD technician that night mode is configured appropriately on your ACD. TECHNOLOGY FOR BUSINESS CORP. 103

Module 6 Admin Guide S ystem administration of Contact Director is straightforward, and requires very little attention aside from the usual client-server application tasks like installation of new clients and set up of new users. The topics presented here will help you easily configure multiple workstations that share the same configuration, install new clients, and troubleshoot the system. This module discusses: Managing Users Installing the Client Thresholds and Server Configuration Troubleshooting and Maintenance TECHNOLOGY FOR BUSINESS CORP. 104

Adding and Managing Users From the Manage Users dialog you can add, delete and change user permissions. A profile system lets you define a common set of parameters then apply to multiple users, instead of configuring each individually. Individual users can also be restricted to using only certain panels when building their own views. Basic User Management To define a user, you set up a user name, password, permissions, and constraints. You can do this user by user, or set up a profile, which is a common set of permissions shared by multiple users. User management functions include adding new users, deleting old ones, and assigning passwords and permissions. TO MANAGE, ADD, AND EDIT SINGLE USERS 1 From the Tools menu, select Users. The Manage Users dialog appears. 2 Make sure Users is selected from the left hand window. Click the Add User button, or to edit a user click the Edit User button. Add User button Edit User button TIP Copy and Paste to Speed Setup Notice also the copy and paste icons in the tool bar. If you are adding a new user with only incremental changes from an existing user, you can cut and paste from the existing user. TECHNOLOGY FOR BUSINESS CORP. 105

3 Whether adding a new user or editing an existing user you can set up Login, permissions, apply constraints, and panel permissions. For a new user enter a login and user name they will user to access Contact Director. 4 Select Permissions from the left window and check the permissions you d like this agent to use. (see table following for details.) TECHNOLOGY FOR BUSINESS CORP. 106

5 Now select Apply Constraints from the left hand window. You can optionally apply constraints to the agent (see the next sections on creating constraints.) If you don t have any constraints set up, you can do this later. 6 Now select Panels from the left hand window. By clicking the Add Panel button, you can make any panel available to this agent for use in defining their own custom views. With no panels listed in this window, the user has access to ALL panels. With one or more panel listed, the user has access only to the panels listed. TIP Planning Ahead for User Panel Access Although you can give a user full access to all panels, simply by leaving this screen blank, you may still consider explicitly listing the panels with access. That way, future versions that may offer panels with sensitive information are automatically restricted from all users until explicitly added to their permissions. TECHNOLOGY FOR BUSINESS CORP. 107

User Permissions From the Permissions page of the Add New User dialog, the following options are available. They are mostly self-explanatory but this chart adds some notes to help further understanding. Permission Name IsAdmin IsSupervisor CanChangeUI CanSaveProfile CanCreateViews CanEditViews CanEditOtherViews CanShareViews CanCreateAlarms CanCreateReports CanEditAlarms CanEditOtherAlarms CanShareAlarms CanMoveAgent CanChangeNightMode CanMoveCall CanChangeAgentState CanChangeAgentPref CanChangeCallPriority CanMonitorAgent CanControlCampaigns CanEditTeam CanEditOtherTeam CanViewTeamPerf CanViewOtherTeamPerf CanReport Description Admin users have ALL the permissions listed. If this is set, all permission settings below are overridden. Tags the user as a supervisor. This does not impart additional privileges but is here for future use. Allows the use to make cosmetic changes to their own views such as color, font, and so on. Allows user to save session on server. If this isn t set, users will not be able to use the Save Session option from the file menu. Allows the user to create new views for their own use. Overrides the CanEditViews setting to TRUE. Allows the user to edit existing views but not create new views. If CanCreateViews is set, this setting is overridden and assumed to be true. Allows the user to edit public views. Allows the user to publish views Allows the user to create new alarms. Allows the user to create reports. Allows the user to edit existing alarms. Allows the user to edit alarms that are shared by other users. Allows the user to share alarms. Allows the user to drag and drop agents to and from queues/split. Allows the user to set or unset night mode in the ACD for any queue. Allows the user to drag and drop a call from one split to another. Allows the user to change the ACD mode of any agent. Allows the user to change the ACD priority of any agent. Allows the user to change the ACD priority of any call in queue. For future versions. NOT IMPLEMENTED. Allows the user to manually start, stop, pause, and resume TFB call campaigns. Allows the user to add and delete members of a team or create new teams. Teams are visible to all users. Allows the user to add and delete members of a team created by another user For future versions. NOT IMPLEMENTED. For future versions. NOT IMPLEMENTED. Allows user to pull historical reports from the Contact Director interface. (requires TFB ACD Reports) TECHNOLOGY FOR BUSINESS CORP. 108

Building User Profiles You can build a user profile to simplify the task of configuring many users with similar attributes. A profile is like a prebuilt user with a set of permissions, constraints, and available panels. You can name your profiles then apply them to users who you want to share the same permissions. Users have only one profile. The procedure is almost the same as entering an individual user. Note also that you can use the same copy and paste functions to copy and existing profile and change it. TO BUILD A USER PROFILE 1 From the Tools menu, select Users. The Manage Users dialog appears. Select Profiles from the left hand window. TECHNOLOGY FOR BUSINESS CORP. 109

2 To add a new profile, enter a descriptive name and click the Next button. 3 Select the desired permissions for users to have in this profile then click the Next button. TECHNOLOGY FOR BUSINESS CORP. 110

4 Now apply any constraints you have set up. The next section deals with constraints in more detail. When you re ready, click the Next button. 7 And just as you did in defining a user, add the list of panels that you want people with this permission set to be able to use in building their own views. Then click OK. With no panels listed in this window, the user has access to ALL panels. With one or more panel listed, the user has access only to the panels listed. TECHNOLOGY FOR BUSINESS CORP. 111

Building User Constraints Just to review: Permissions refer to functions of the system that are made explicitly available or unavailable to a user. Constraints, on the other hand, are restrictions on the actual data a user is allowed to see in a particular view, based on particular or threshold values of that data. A user or user profile can be defined perfectly well without using any constraints. But if you do need to use constraints, you must define them first, before they can be added to the profile. TO BUILD CONSTRAINTS 1 From the Tools menu, select Users. The Manage Users dialog appears. Select Profiles from the left hand window. TECHNOLOGY FOR BUSINESS CORP. 112

2 Enter the name and target of your constraint. Start by entering a descriptive name for the constraint, and select the type of information it will apply to from the dropdown box. Want to hide particular teams from some users? Select Teams as the target. Want some users to see only particular queues? Select Queues as the target. If you have used Alarms, this interface should look familiar. TECHNOLOGY FOR BUSINESS CORP. 113

3 Now you can define rules, just like alarms. The rules determine what this user will see. With no constraints in place, the user can see all data. Remember, the constraint rule defines just what the user is allowed to see in regard to the selected target. Click OK when you re done adding constraint criteria. EXAMPLE An agent that should only see contacts that are in client group 7 TECHNOLOGY FOR BUSINESS CORP. 114

Managing Active Users When you make changes to profiles and user permissions, they automatically go into effect the next time that user logs in. That means that users currently logged in will not experience any change you ve made to their permissions until they log out and back in again. To force permission and profile changes users that are currently logged in, you can use the Manage Connected Users dialog. From here you can force the new permissions on connected users, or even force them to be logged off of the system. TO APPLY PERMISSIONS TO ACTIVE USERS 1 Click the Refresh button just to make sure you re seeing the most current list of connected users. 2 Select the check box next to users that you want to force permissions to or log off. You can click the Check All or Uncheck All buttons to speed selection. 3 Now click the Reload Session button to force all the current permissions to the selected users. 4 You can click the Logoff button to simply force the users to be kicked off the system. When they log back in, any new permission changes will take effect. TECHNOLOGY FOR BUSINESS CORP. 115

Managing User Email Addresses Agent email addresses can be used in alarms that target DN records. This way, it is possible to email specific agents and supervisors when a combination of agent statistics reaches a certain value or an agent event occurs (logoff, logon, break time exceeds allowed time, etc.). The email address referred to as <DN:EmailAddress> can be used in the "Recipients" field of an alarm email action. Contact Director fills in the <DN:EmailAddress> values by parsing a configuration file located on the server in the folder \tfb\ad\runtime\agents.xml. This file is read only once, when TFBAD.exe starts up. Here's a fully functional sample file: <?xml version="1.0" encoding="us-ascii"?> <AgentDirectorACDAgents> <Agents EmailAddressPattern="%F.%L@company.com"> <Agent Name="Leota Curl" EmailAddress="Leota.Curl@company.com" /> <Agent Name="Agnes Houlihan" EmailAddress="Agnes.Houlihan@company.com" /> </Agents> </AgentDirectorACDAgents> The content of this file can be manually edited, or automatically populated. When the system detects an agent in Contact Director with a name that does not exist in this file, a record following the pattern EmailAddressPattern (see below for formatting options) is automatically inserted in the file. Once the agent name is registered in the file, his/her email address will no longer be modified by the system. This way, you can modify the EmailAddress field as many times as you want. The EmailAddressPattern is only used once, when a record for an agent (looked up by Name) is not found in the file. If a record for an agent does not exist, having the agent log in to the ACD will cause their record to appear. Agent records are inserted as they log in to their phone, as needed. There is no "discovery" of all agents, batch process, or other process, either from the TFB Config or the ACD that inserts new agents. It s merely the act of an agent logging into their phone that tells the system to make sure there is a record for the agent, and to create one if there isn t. TECHNOLOGY FOR BUSINESS CORP. 116

To Change Email Addresses Manually 1 Ensure the agents you want to edit have logged into the ACD at least once. 2 Open agents.xml in Notepad and locate their Agent Name record. Enter the desired email address, in quotes, as the argument to the EmailAddress tag. EmailAddress="Agnes.Houlihan@company.com" You can safely edit this file while the server is running because it is only read by TFBAD.exe on startup. 3 Do the same for all agents you need to change then save the file. 4 To force the Contact Director server to read the new data, end the TFBAD.exe process from the Windows Task Manager. CTI Server should automatically restart it. 5 The new email addresses will be used by any alarm that references those agents. TECHNOLOGY FOR BUSINESS CORP. 117

To speed up the entry of email addresses, you can specify a generic pattern that all agent email addresses follow within the field EmailAddressPattern. To Insert agent.xml Email Addresses Automatically 1 Open agents.xml in Notepad and locate the Agents EmailAddressPattern tag. You can insert it as shown in the sample file above if it isn t already there. <Agents EmailAddressPattern="%F.%L@company.com"> You can safely edit this file while the server is running because it is only read by TFBAD.exe on startup. 2 Edit the pattern in quotes, i.e. "%F.%L@company.com" The following symbols are allowed: %F will be replaced by the agent first name, as it appears in Contact Director %f will be replaced by the next letter from the first name, starting from the left. Example: for an agent whose first name is Bob, "%f%f" will be replaced with "Bo" %L will be replaced by the agent last name, as it appears in Contact Director. %l will be replaced by the next letter from the last name, starting from the left. Example: for an agent whose last name is Smith, "%l%l" will be replaced with "Sm" 3 To force the Contact Director server to read the new data, end the TFBAD.exe process from the Windows Task Manager. CTI Server should automatically restart it. 4 The new email addresses will be used by any alarm that references those agents. See the sample file listing for syntax details. TECHNOLOGY FOR BUSINESS CORP. 118

Installing the Client The client is installed with a wizard right from the desk top. Although it is possible to use group policies for deployment, it is highly recommended that you install clients at the individual desktop level. Subsequent client updates are accomplished with a built-in system that collects available updates from the TFB CTI Server automatically. If you have special security requirements that might prohibit automatic updates, or a requirement to deploy through group policies, consult your TFB representative and request an engineering evaluation to ensure the Contact Director server is appropriately configured to reflect your IT policies. After running the installation you will need to point the client to the TFB CTI Server. You may have other TFB servers installed, so be sure you enter the server name or IP address for the Primary CTI Server on your LAN. The number and size of user applications is constantly increasing. If your users also have Microsoft Office, Outlook, or other similar applications on Windows XP, consider installing at least 1GB of RAM to ensure everything has enough RAM to run properly. On windows Vista, you may consider 2GB of RAM. TECHNOLOGY FOR BUSINESS CORP. 119

SETTING THE SERVER IP IN CONTACT DIRECTOR 1 Double-click the Contact Director Icon 2 Select the Details >>> button to see the server settings 3 Click the Change button to enter a new server name or IP address Enter the server address in the Server field, then click OK. 4 If the Server is not found, ask your IT department for the TFB CTI Server IP address. 5 Note that if you are using Contact Director in a single-acd environment, the default IP port is 2533. In Network Contact Director, the version that works in multi-acd environments, the default IP port is 2539, not 2533. TECHNOLOGY FOR BUSINESS CORP. 120

Note About the Refresh Rate When setting up users you can set the refresh rate for their client. This is the interval, in seconds, between updates to displayed data. A rate of 5 seconds is recommended in most environments, and is typically appropriate for 20-100 concurrent users. If you have fewer users, you can make the refresh interval as low as 2 seconds. This will show such switch events as state changes and call connections at the fastest possible display rate, however most calculated statistics are only recalculated over 5 seconds on the server regardless of this refresh setting. The refresh setting will automatically be overridden by the server when the number of users and updates required begins to exceed the available threads. There are some tuning options available on the server also that will allow for an increase in maximum threads the system will use. For more about this contact TFB technical support. Some Quick Facts about Refresh Interval Settings Minimum Interval 2 seconds is the minimum interval setting Rule of Thumb Interval With 20 100 concurrent users, recommended interval is about 5 seconds Calculation Speed Although a setting of 2 seconds will show state changes at 2 second intervals, most statistics are only calculated every 5 seconds, regardless of interval setting. CPU Usage Guideline If CPU usage is above 60%, consider manually increasing the interval from current settings. Server Interval Overrides Regardless of interval setting, the server may automatically increase the actual interval based on critical performance metrics. Server Tuning Options tfbad.exe allows you to boost the number of maximum threads available to the applications to handle more load. TECHNOLOGY FOR BUSINESS CORP. 121

Thresholds and Server Configuration Settings on the server give your supervisors additional options not available form the client interface. You can set service level thresholds on a split basis. Threshold and other settings are available from the Configuration Manager on CTI Server, in the Reporting and Monitoring section. See the CTI Server User Guide for setting information. TECHNOLOGY FOR BUSINESS CORP. 122

Troubleshooting and Maintenance By knowing just a few key procedures, you can figure out most issues on your own, or help your support channel troubleshoot any aspect of Contact Director. If you re an IT professional, all the better, but mid-level computer users can also do some simple troubleshooting on their own also. This is a client-server application that runs in the.net framework, so a familiarity with applications in that category is also helpful. Very little active maintenance is required, but reading this section may inform how other server and client activities may affect Contact Director. The Basics To effectively troubleshoot issues it helps to know the basics how to start the information log, where various components reside, restarting the server, changing the server IP and port (see the previous section), and so on. A Few Important Facts The Server The Contact Director server program runs on the CTI Server platform as a separate executable, tfbad.exe. The Client Application Tries to Auto-connect Contact Director clients should automatically reconnect to the server if there is a momentary LAN interruption. It will try recover the connection every 5 seconds, so users can wait if they want to, and the client will reconnect when the LAN is available. On login, authentication should typically take no more than 30 seconds. Users should close the application and restart if it takes too long. Note however, using a lot of shared views, many alarms, or having a large profile will directly increase the login time proportionally. Contact Director Retains Statistics On Proper Server Restart If you need to restart CTI Server for any reason, Contact Director should retain statistics and continue from the point that the server was brought down. Any activity during an outage is NOT retained. For instructions on properly restarting CTI Server, see the CTI Server User s Guide. If the server is not restarted properly, Contact Director data may start over for the day, which means running statistics based on call pools and answer times, and so on are reset. TECHNOLOGY FOR BUSINESS CORP. 123

A Few Important Facts(cont d) Do NOT stop CTI Server Processes Incorrectly Stopping CTI Server by stopping the TFBM.exe process in the server Task Manager, or using any other technique will cause Contact Director to start over for the day, which means running statistics based on call pools and answer times are reset. The IP Port Default is Different for the Enterprise Version Contact Director offers both a single-site license, and a multi-site Network Version. For a single site, the default connection IP port that should be entered in the client is 2533. For the multi-site Network version, clients connect to 2539. Keep in mind these are defaults, and the likely settings, but may be different on some systems. Be sure to try default ports first before trying alternates. By Default, Client Updates are Performed Automatically The Contact Director client looks to CTI Server for new versions each time it is started, and offers users an automatic download if available. Should your network or other policies prohibit this, your TFB technician can disable this feature on the server. Things to be aware of When Installing the Client It is highly recommended that installation be conducted under Admin rights. Especially if you change network policies on a regular basis, this will ensure client functionality is not interrupted. It also ensures users can log in to any workstation running the client. If you are deploying across a network, be sure to keep a copy of the installation MSI available. Network Firewall Requirements Port 2533, and port 2534 must be open between workstations and the server. Sometimes port 2539 is used instead of 2533. To Restart the Contact Director Server Should you need to restart the Contact Director server application, you can do so from the Windows task manager. With the CTI Server application running, simply locate tfbad.exe, and stop it. The CTI Server application brings tfbad.exe back up almost immediately. TECHNOLOGY FOR BUSINESS CORP. 124

Typical Issues Contact Director is an extensively deployed and mature application, and in the proper environment runs continuously without problems. When a technical issue does arise after installation, it tends to be within three major categories connectivity, data integrity, and user configuration. connectivity issues WHAT HAPPENS: These typically manifest as the client statistics not changing, or an inability to log into the client. SOLUTIONS: If the user is already logged in, look at the indicator in the status bar, lower left. It should be green. If it is red, it is not connected to the server at all. Yellow means the connection is not consistent. If it is the user login itself that fails, check the IP address set in the client. If connectivity is still failing, verify LAN connectivity between the workstation and server by pinging the server. Note that if you are using Contact Director in a single-acd environment, the default IP port is 2533. In Network Contact Director, the version that works in multi-acd environments, the default IP port is 2539, not 2533. data integrity issues WHAT HAPPENS: These typically manifest as statistics that are out of the typical range, or agents shown in a mode contrary to the mode their phone is in. SOLUTION: This is usually not a problem with Contact Director itself, but rather with the data link between the switch and CTI Server, or with the data itself. Data issues can also occur if the server has been reset more than once for any reason. While the server should recover data during a shift if it is reset once, consecutive resets can mean that statistics based on pools of call counts, like GOS and ASA, get reset. user configuration issues WHAT HAPPENS: The user doesn t have access to particular features, or can t see particular splits. SOLUTION: These are almost always simple permission issues, or dynamic data filtering. See the section on Managing Users and review the filtering and permission sessions for this agent. If problems persist, have the user log out and back in again. TECHNOLOGY FOR BUSINESS CORP. 125

Information in the Status Bar Sometimes the information in the status bar can help you resolve an issue quickly. It tells you the status of the LAN connection to the server, the version of the client, the server IP connection address configured, the update interval set for this user, and the date and time (included primarily to assist support technicians in evaluating screen shots). LAN Connection Indicator Release version Update Interval for this user Server Connection IP Current time and date Feature LAN Connection Indicator Release Version Server Connection IP Update Interval for this User Current Time and Date What It s For Shows status of server connection Green connected Yellow connection in progress Red not connected Shows current version of this client. Shows the IP address of the CTI Server the client is connected to, or attempting to connect to. How frequently the screen updates for this user. See the section titled Adding and Managing Users, at the beginning of this module. Primarily here to provide context for screen shots. If you send screen shots through your support channel, be sure to include the status bar! TECHNOLOGY FOR BUSINESS CORP. 126

Troubleshooting with Your Support Technician If you are assisting a TFB support technician with troubleshooting, there are some things you can do easily that will speed resolution. Start the Activity Log. Especially if you can reproduce an issue consistently, doing it while the activity log is running will ensure that import information is recorded that can be used in troubleshooting. To start logging, make sure Log Messages is checked from the Help menu. Sending screenshots that include the status bar. The status bar at the bottom of the main program window will tell your technician the version you re running, connection status, and time of day. Make sure your screen shots include this clearly shown. Be specific about the issue. The better the detail and accuracy of the information you provide to your technician, the quicker your problem will be resolved. Include information such as when the problem was first noticed, a detailed description including how the problem changes over time, whether its specific to specific split, screens, or other elements, and any recent issues like power outages or switch upgrades that might be related. And send a screen shot if the issue is visual! EXAMPLE Unhelpful Information Contact Director is showing weird numbers. EXAMPLE Helpful Information Contact Director is displaying GOS numbers that range between 90 and 95% and usually those numbers are 60% or so. It only started doing this yesterday afternoon. It happens for all users, but only the GOS stats for split 15 and 16. See attached screen shot. TECHNOLOGY FOR BUSINESS CORP. 127

Emailing Reports TFB offers a full featured reporting package, ACD Reports, which allows users to schedule delivery of reports by email. It is an archival reporting package, however, so it does not provide data on a real time basis like Contact Director. But Contact Director has the ability to send snapshots of contact center activity, via email, throughout the day. It does this by extracting data in a format specified by an XML file. Although there is no GUI interface to configure this as of version 4.0, it s simple to configure the XML format file manually. Note that this feature is entirely separate from email alarm notification. Formatting a Report Formatting reports is an exercise in cut and paste. You specify many of the same kind of parameters that you would for d a view. You also specify some additional fields that are specific to email format, like the send interval, the header, and so on. If you re familiar with XML, or even HTML, it is a simple matter to build your own report. SAMPLE EMAIL REPORT <?xml version="1.0" encoding="us-ascii"?> <AgentDirectorReports> <Reports> <Report Name="Gas South Report" Schema="ReportQueue" Enabled="true" Title="G-S Acquisitions" EmailSubject="G-S Hourly Report" EmailBody="G-S Hourly Report" > <Email Address="my.boss@company.com" /> <Email Address="kim.winters@company.com" /> <KeyQueue ACD="2" Tenant="1" Channel="Phone" QueueNo="63" /> <KeyQueue ACD="2" Tenant="1" Channel="Phone" QueueNo="65" /> <KeyQueue ACD="2" Tenant="1" Channel="Phone" QueueNo="66" /> <KeyQueue ACD="2" Tenant="1" Channel="Phone" QueueNo="67" /> <KeyQueue ACD="2" Tenant="1" Channel="Phone" QueueNo="69" /> <KeyQueue ACD="2" Tenant="1" Channel="Phone" QueueNo="70" /> <KeyQueue ACD="2" Tenant="1" Channel="Phone" QueueNo="73" /> <KeyQueue ACD="2" Tenant="1" Channel="Phone" QueueNo="74" /> <Column Width="100" Type="QueueName"/> <Column Width="80" Type="TimeSlice"/> <Column Width="55" Field="GOS" Name="SL1" Calculation="Average" /> <Column Width="55" Field="GOSTotalAnsweredInGrade" Name="Total SL1" Calculation="Sum" /> <Column Width="55" Field="GOS2" Name="SL2" Calculation="Average" /> <Column Width="55" Field="GOS2TotalAnsweredInGrade" Name="Total SL2" Calculation="Sum" /> <Column Width="55" Field="GOS3" Name="SL3" Calculation="Average" /> TECHNOLOGY FOR BUSINESS CORP. 128

<Column Width="55" Field="GOS3TotalAnsweredInGrade" Name="Total SL3" Calculation="Sum" /> <Column Width="70" Field="ShiftTotalCallsQueued" Name="# Calls Offered" Calculation="Sum"/> <Column Width="70" Field="ShiftTotalHandledElsewhere" Name="# CIP (not completed)" Calculation="Sum"/> <Column Width="70" Field="ASATotCalls" Name="# Calls ANS" Calculation="Sum"/> <Column Width="70" Field="GOSTotalAbandoned" Name="# Calls Aband" Calculation="Sum"/> <Column Width="70" Field="GOSAbandoned" Name="Abandon" Calculation="Average"/> <Column Width="50" Field="ShiftLWC" Name="LWC" Calculation="Max" /> <Column Width="60" Field="ShiftAgentsLoggedIn" Name="# Agents" Calculation="Average" /> </Report> </Reports> </AgentDirectorReports> <TimeSlice Start="8:00" Duration="60" /> <TimeSlice Start="9:00" Duration="60" /> <TimeSlice Start="10:00" Duration="60" /> <TimeSlice Start="11:00" Duration="60" /> <TimeSlice Start="12:00" Duration="60" /> <TimeSlice Start="13:00" Duration="60" /> <TimeSlice Start="14:00" Duration="60" /> <TimeSlice Start="15:00" Duration="60" /> <TimeSlice Start="16:00" Duration="60" /> <TimeSlice Start="17:00" Duration="60" /> <TimeSlice Start="18:00" Duration="60" /> <TimeSlice Start="19:00" Duration="60" /> <TimeSlice Start="20:00" Duration="60" /> Markup Tags Used in Reports The sample file above shows the markup used in XML to define a single report. All reports are defined within the <AgentDirectorReports> <Reports> tags. As noted above these must be paired with their closing tags, </AgentDirectorReports> </Reports>. Within that block you can define as many reports as you like for emailing. Header tags determine the text that appears in the body, subject, and heading of the email generated for this report. <Reports> <Report Name="Gas South Report" Schema="ReportQueue" Enabled="true" Title="G-S Acquisitions" EmailSubject="G-S Hourly Report" EmailBody="G-S Hourly Report" > TECHNOLOGY FOR BUSINESS CORP. 129

Just after the Header tags, add the TO addresses of recipients. To consolidate management of addresses, consider emailing to lists that are managed on your email server, rather than to individuals. <Email Address="my.boss@company.com" /> <Email Address="kim.winters@company.com" /> Following email tags, the Key tags indicate which elements you are reporting on. In this example, it s queues. <KeyQueue ACD="2" Tenant="1" Channel="Phone" QueueNo="63" /> <KeyQueue ACD="2" Tenant="1" Channel="Phone" QueueNo="65" /> <KeyQueue ACD="2" Tenant="1" Channel="Phone" QueueNo="66" /> Then specify which columns you would like displayed. You can reference the proper names. <Column Width="100" Type="QueueName"/> <Column Width="80" Type="TimeSlice"/> <Column Width="55" Field="GOS" Name="SL1" Calculation="Average" /> See the markup above for examples. Your support channel can also help you define the reports that you need. TECHNOLOGY FOR BUSINESS CORP. 130

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Appendix A Glossary Abandoned [subtype] ABN ABR Account ACD No. ACD CID Agent AIS ANS Statistic. Calls in this category disconnected while assigned to an ACD queue, or while ringing on an ACD line (Abandoned at Agent). This typically means that the caller simply hung up while waiting in queue. Displayed as a total number. For subtype = [blank], Indicates any call abandoned, incl. all subtypes For subtype = In Queue, indicates any call abandoned in queue, exclusive of other subtypes For subtype = In IVR and Queue, indicates any call abandoned in queue while also connected to an IVR port, exclusive of other subtypes For subtype = At agent, indicates any call abandoned while transferred by the ACD from a queue to an agent, exclusive of other subtypes Abbrev. Statistic. See Abandoned. Displayed as a total number. Abbrev. Standard abbreviation for Abandoned Rate. Displayed as a percentage of abandoned calls to total calls. The account field associated with a particular call. This can be configured for use by many different types of data. So, although it is called account, and is most frequently used for the callers account number, it is possible that your system uses it for another type of data. Refers to the particular ACD the data was generated from in a multi- ACD environment. Your telephony vendor can tell you the number assigned to each ACD. Refers to the unique ACD call ID assigned to each call. This number is assigned to the call by the ACD. Indicates calls answered by an agent. This is used only in Versions of ACD Reports prior to 1.9 and is the same as the label Answered. See Answered. Abbrev. Statistic. Agents in Split. Refers to an agent total for a specified split. Abbrev. Statistic or Disposition. See Answered. TECHNOLOGY FOR BUSINESS CORP. 132

Answered ASA ATT Average Speed of Answer Average Talk Time Call Key Callback Closed Normal CMP Completed Created Callback Statistic or Disposition. In reports, indicates a call answered by an agent. As a disposition, indicates calls for which the last recorded event was and Answered (by agent) event. This typically means that they were transferred from a business line to an unmonitored extension. As a disposition this should be seen infrequently. This disposition can also be seen as the result of a call disconnected. between states. Very small numbers of calls in this category are not typically cause for concern. Abbrev. Statistic. Average speed of answer in seconds. Abbrev. Statistic. Average talk time in seconds. Statistic. Average speed of answer in seconds. Measured from the time the call was queued to the time it was answered by an agent. Statistic. Average talk time in seconds. Each talk time is measured from the time the agent answers the phone to the time the call is disconnected or transferred Label. Unique identifying number for a specific call. It is a combination of the ACD call control number and the Julian date. The format is YYYYDDD<ACDccn>. For example 2002157270594 Label. Indicates an ASAP, Internet, or Scheduled Callback inserted into the ACD queue. This only appears as the disposition if the callback was not completed and disconnected normally. This disposition should be seen infrequently. Disposition. Agent email. Indicates an Email message that was successfully routed, delivered, and handled by an agent. Abbrev. Disposition. See Completed. Disposition. Calls in this category disconnected properly, and were not in an ACD queue when they disconnected. Typically this means the caller hung up after talking with an agent, or using the IVR. Most call disconnects should be of this type. Note that in ACDR versions prior to 2.0, this stat was called disconnected normal. Label. ASAP and Scheduled Callback. A callback was placed in queue. Usually this is because a customer in queue opted for callback, but other applications can place calls in queue. TECHNOLOGY FOR BUSINESS CORP. 133

DNIS Field Forwarded GOS Grade of Service Grid Hold IUR IVR Utilization Rate LWC Misc Name Outbound Connected Outbound Result [result] Panel Label. The original pilot of the call. The actual 10-digit number mapped to the DNIS is stored in, and controlled by, the switch configuration. See also pilot. Disposition. Any space within a report used to display data, typically at a particular column and row within the report. Label. Agent email. Indicates an Email message pulled from queue and delivered to agent. Abbrev. Statistic. See Grade of Service. Statistic. By default, this is the percentage of calls answered in less than 120 seconds. This threshold can be customized by split if desired. The array of data within a panel or view A call placed on hold by agent. Abbrev. Statistic. See IVR Utilization Rate. Statistic. Same as IUR. Percentage of total calls that used an IVR port. Abbrev. Longest waiting call, a duration in the format HH:MM:SS HH-Two-digit hours, MM-Two-digit minutes, SS-Two-digit seconds Label. The misc field associated with a particular call. Like the misc field, the misc field can be configured for use by many different types of data. Consult your supervisor to determine how this field is used at your site. Label. The name field associated with a particular call. Like the account field, the name field can be configured for use by many different types of data. So, although it is called name, and most frequently is actually used for the caller s name, it is possible that your system uses it for another type of data. ASAP and Scheduled Callback, and Automated Outbound Campaigns. Outbound call was answered ASAP and Scheduled Callback, and Automated Outbound Campaigns. For result = success, Outbound call was successfully completed. For result = failure, Most recent attempt failed to complete the Outbound call. For result = failed, All attempts failed to complete the Outbound call and no further attempts are scheduled. The failed calls are typically because a tri-tone, ring no answer, busy was detected. A grid of data, focused on a particular call center component, such as Queues or Agents. Views are composed of one or more panels. TECHNOLOGY FOR BUSINESS CORP. 134

Appendix B Display Fields Each type of view is associated with particular statistics. Many of these parameters are defined by the NEC ACD, and users should refer to NEC documentation for additional detailed information. Agent View ACD Tenant DN IP Address Email Address Agent ID Agent Name Phone Logon Time Last Agent ID Phone State Answered Split Phone Answered SplitOID Phone Max Queues Phone calls Phone Talk Time Average Phone Talk Time The ACD number. Should be 1 in a single ACD environment. Contact Director can support multiple ACD s. The Tenant number. Should be 1 in a single tenant environment. Contact Director can support multiple tenants. See ACD documentation for more on tenants. The phone ACD DN or STN The IP address of the agent PC associated with the DN Agent email address The agent ACD ID. Agent name as set in ACD. TOD agent most recently logged into ACD phone. Most recent agent ID in use for the STN NEC phone mode talk, break, work, ready, or idle The split the call was answered in. Calls can be queued to multiple splits, but the ACD registers only a single split as the answered split, based on assignments of the answering agent. See NEC documentation for additional information. See NEC documentation for additional information. Maximum number of queues to allow agent to be logged in to simultaneously. Total phone calls answered Average time spent on each call Total time in Talk mode. Talk mode is a phone mode defined by NEC. See NEC documentation for additional information. TECHNOLOGY FOR BUSINESS CORP. 135

Phone Work Time Phone Break Time Phone Ready Time Break Number Break Name Phone OB calls Phone OB Talk Time Average Phone OB Talk Time Pilot PBX State PBX State Time PBX Party Type PBX Party ID PBX Party Name PhonePBX Connected Party Chat Logon Time Chat State Chat Max Queues Chat Max Sessions Chat Idle Session No. Chat Last Total time in Work mode. Work mode is a phone mode defined by NEC. See NEC documentation for additional information. Total time in Break mode. Break mode is a phone mode defined by NEC. See NEC documentation for additional information. Total time in Ready mode. Ready mode is a phone mode defined by NEC. See NEC documentation for additional information. The break code selected by an agent when in Break mode. The break number is defined by NEC. See NEC documentation for additional information. The break name configured for the current break code. See NEC documentation for additional information. Total outbound SMDR calls. Average time for agent per outbound call Total outbound talk time Pilot of current call PBX line, current state PBX line, elapsed time in current state PBX line, other party type PBX line, other party ID PBX line, other party name PBX line, other party Time agent logged into TFB Agent Chat Agent current state in TFB Agent Chat Maximum number of simultaneous queues the Agent is configured for in TFB Agent Chat Maximum number of simultaneous chat sessions the Agent is configured to handle in TFB Agent Chat Sequential numeric number of idle sessions. TOD chat agent left previous state in TFB Agent Chat TECHNOLOGY FOR BUSINESS CORP. 136

State Time Chat Server IP Email Logon Time Email State Email Max Queues Email Session ID Email Start Time IP address of the TFB Agent Chat server TOD agent logged into TFB Agent email Current agent state in TFB Agent email Maximum number of simultaneous queues the Agent is configured for in TFB Agent email Unique numeric ID assigned to current email session by TFB Agent email TOD current email message opened TECHNOLOGY FOR BUSINESS CORP. 137

IVR View ACD Port No. The ACD number. Should be 1 in a single ACD environment. Contact Director can support multiple ACD s. The port number of the call. tenants. See ACD documentation for more on tenants. CTI Server Node The server number that is hosting the specified port. Always 1 in a single server environment. If you have more than 36 IVR ports you likely have more than 1 server. CTI Server Channel Status Description Announcement First Pilot Pilot Port DN Control No. Internal Control code ACD Control ANI Call Key Customer Account Customer Name Customer Misc. Language Language Internal Log Code Internal Memo String The ports on the specified server Port status The type of activity currently on the specified port. The IVR Announcement number used to route the call to the specified port. In NEAX architecture the @IVR Announce n CCV step is used to route the call to the IVR and run the application specified by the number n. The first pilot number the call was routed on. Also referred to as DNIS. The current pilot number the call is associated with. Calls are only on one pilot at a time. The DN or STN number of the specified IVR port. Internal control code maintained by CTI Server for this call. The character code that identifies the type of call. For technician use only. The ACD control number associated with the call. The 10-digit caller ID obtained for the call. The ACD control number associated with the call prefixed with the Julian date. Used to identify the call uniquely even when the ACD control number wraps. TFB account field. A data field that travels with the call. TFB name field. A data field that travels with the call. TFB miscellaneous field. A data field that travels with the call. Language number. Language name corresponding to the language number. Code indicating type of IVR activity on the indicated port. Description indicating type of IVR activity on the indicated port. TECHNOLOGY FOR BUSINESS CORP. 138

Contact OID CUS Client CUS Unit CUS Subunit Contact ID The client code for the client/unit/subunit system The unit code for the client/unit/subunit system The subunit code for the client/unit/subunit system TECHNOLOGY FOR BUSINESS CORP. 139

Queue View ACD ASA ASA Total calls Channel 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 Queue No. Queue Name Queue calls/chats/emails Tenant The ACD number. Should be 1 in a single ACD environment. Contact Director can support multiple ACD s. Average speed of answer for that queue Total number of calls used to calculate ASA 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 The queue number as assigned in the ACD The queue name as assigned in the ACD Total contacts waiting in queue The Tenant number. Should be 1 in a single tenant environment. Contact Director can support multiple tenants. See ACD documentation for more on tenants. TECHNOLOGY FOR BUSINESS CORP. 140

Alarms View Name The name assigned to the alarm by the user who set it up. Importance Alarm importance from 1-3 Owner User who is allowed to edit the alarm Status Current alarm state FullName System name for the alarm including parameters TECHNOLOGY FOR BUSINESS CORP. 141

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