Avaya CCC Report Manager Manuale utente

CCC Report Manager

User Manual

40DHB0002USBD Issue 1 (06/06/2001)

Contents

CCC Report Manager Page 2

User Manual 40DHB0002USBD Issue 1 (06/06/2001)

Introduction ......................................................................................................... 3

General ................................................................................................................. 3

Report Manager .................................................................................................... 4

Using this Manual.................................................................................................. 5

Report Server ...................................................................................................... 6

Archiver................................................................................................................. 6

Report Scheduler ................................................................................................ 8

Overview ............................................................................................................... 8

Starting Report Scheduler..................................................................................... 8

Editing Tasks ...................................................................................................... 11

Task History ........................................................................................................ 11

Report Scheduler Preferences ............................................................................ 12

Report Viewer.................................................................................................... 13

General ............................................................................................................... 13

Launching Report Viewer .................................................................................... 13

Managing Report Viewer..................................................................................... 15

Opening a Corporate Document ......................................................................... 17

Refresh Corporate Document ............................................................................. 18

Viewing the Results of a Report .......................................................................... 19

Printing Reports .................................................................................................. 21

Reports for Scheduled Processing.................................................................. 22

Overview ............................................................................................................. 22

Submitting a Report ............................................................................................ 23

Trouble Shooting .............................................................................................. 24

Report Viewer ..................................................................................................... 24

Index................................................................................................................... 25

Contents

Introduction General

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User Manual 40DHB0002USBD Issue 1 (06/06/2001)

Introduction

General

Compact Contact Center (CCC) provides the user with the necessary tools

to facilitate the management of call traffic. They are designed to provide a

tightly integrated real time and historic reporting package and wallboard

support for the eBusiness digital communications platform. The product

consists of a set of fully integrated modules sharing a common database

utilising Interactive Directory and Database (IDD) technology.

The suite of modules consists of the following applications:

•Call Center View (CCV):

Provides a management package for telephone based staff and

supports any size Customer Facing Department (CFD) or call center.

To effectively control customer service levels, real time human

resource management is essential and the Call Center View has been

specially designed to manage the CFD’s or call center’s most valuable

and expensive asset – its people.

•Call Center View Alarm Reporter:

Provides information (for each Call Center View Profile) about alarms

that have occurred within the Contact Center. The detailed alarm

information for each directory number is presented in report format,

which can then be printed.

•Wallboard Manager:

Real time information from the call center is essential to react to

constantly changing telephone traffic levels and provide excellent

customer service. Wallboards allow managers and staff to monitor the

service being provided and respond immediately. Wallboards provide

current information on the number of calls waiting, response times and

service levels.

•PC Wallboards

The PC Wallboard delivers traditional wall mounted wallboard

functionality to the desktop but with the additional benefit of each PC

Wallboard agent being able to configure and monitor a personalised

view of the contact center. The PC Wallboard also enables agents to

increase their productivity and maintain revenue levels with the added

benefit of managing customer callback requests.

•Report Manager:

Provides in depth historical reporting on CFD or call center activity. In

addition to call information, the Report Manager also reports agent

activity. This powerful package allows individual call records to be

stored and reported upon months later.

•Report Designer:

The Report Designer is a software tool used for querying and

reporting. It enables the user to create reports that contain data from

their call center database and schedule reports to be updated and

printed.

•CCC User Access.

This allows the user to have security and store their personal view of

the call center activity.

Introduction Report Manager

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User Manual 40DHB0002USBD Issue 1 (06/06/2001)

Report Manager

The Report Manager provides in depth historical reporting on Call Center

activity. In addition to reporting on call information the Report Manager

allows reporting on agent activity enabling human resource management.

The product is supplied with Corporate Document templates which may be

parameterised by the user to create standard ‘management ready’ reports.

With Report Manager, you can:

– Access reports that contain data from the Archiver;

– Organize and print reports;

– Refresh report data;

– Schedule reports to be refreshed, printed, or save reports as HTML

documents on web servers.

Report Manager comprises of two elements - Report Server and Report

Viewer.

Report Server

Report

Scheduler

Archiver

Report Viewer

Report Manager

The Report Server stores Call Records (SMDR’s), along with agent status

information records, into a Microsoft SQL database. Microsoft’s SQL is a

resilient, open, industry standard architecture for data storage. Microsoft’s

SQL incorporates automatic back-up routines and replication ensuring data

is stored reliably. Call records store detailed information about every call

such as time of call arrival, intended recipient, answering agent, Caller ID

etc. In fact, the SMDR record contains up to 37 fields of data per call.

Report Server comprises of two elements – Archiver and Report Scheduler

Report Server allows up to 9 Report Viewers and providing users access to

a central source of data across the network.

Archiver obtains and accumulates the information from the telephone

system via the Delta Server.

Report Scheduler offers scheduled or batch processing of documents. End

users do not communicate directly with Report Scheduler. They

communicate via the repository within the Report Viewer application.

Report Viewer is a software tool to integrate reporting and analysis. It

allows you to schedule Corporate Documents that display accurate, up-to-

date data.

Repository is a centralised set of data structures stored on a database. It enables

the users to share resources in a controlled and secured environment.

Introduction Using this Manual

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User Manual 40DHB0002USBD Issue 1 (06/06/2001)

Using this Manual

This manual covers the procedures of the Report Manager application. It is

divided into the following sections:

Report Server

•Archiver

•Report Scheduler

Report Viewer

•Corporate Documents

Microsoft Office Compatible

Report Manager is a Microsoft Office compatible product, which means that

its toolbars, menus, and accelerator keys are similar to those, used by

Microsoft Office. If you are already using Office or an Office Compatible

product, you will see that many tasks can be completed in a similar manner

in Report Viewer. These similarities make it easier for you to use the

Office Compatible products together.

•Office Compatible Features Supported by Report Viewer

Report Viewer contains toolbars similar to the ones in Microsoft Office.

You can print a document just by pressing the Print button on the

Standard toolbar. You can discover each button’s function by pointing

to it with the mouse to activate a ToolTip that displays the button’s

name.

•Using Report Viewer with Microsoft Office

Transfer data in the Report Viewer window to Microsoft Office by

using the Export to External Format dialog box, choose copy to DDE.

Doing so transfers the data in the current data provider to an Office

application.

Report Server Archiver

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User Manual 40DHB0002USBD Issue 1 (06/06/2001)

Report Server

Archiver

Archiver obtains and accumulates the information from the telephone

system via the Delta Server. It resides on a Windows NT Server PC called

ARCHIVERSQL. Every time the Server PC is switched on, the Archiver is

launched automatically. A telephone icon appears in the Windows

Taskbar. If you double click on the Icon the Archiver screen will show, see

example below. If the Archiver is not running you can start it by:

1. Ensure that the Delta server is running.

2. Click the Start button on the Windows taskbar.

3. Point to Programs and then to CCC.

4. Click Archiver from the sub-menu.

The information on the screen is as follows:

•Status - Indicates the status of the Archiver.

•Started - Indicates the date and time Archiver was launched.

•Last Msg At - Indicates the last message received from the Delta

Server.

•Received - Indicates the number of messages received from the Delta

Server during this session.

•In Queue - Indicates the number of messages waiting to be stored in

the database.

•Indexed - Indicates the number of messages that have been indexed.

•Rejected - Indicates the number of SMDR messages that were

rejected by the Archiver because of corruption or invalid message in

the telephone system database. Rejected is incremented when an

SMDR is corrupted owing to external factors (e.g. cable breakage, or

data corruption in the database). This figure should never increment.

If it does, it is advisable to check all cables, network setting, names in

the database, etc. Occasionally SQL problems can also cause an

increase in this number. If this occurs, check the System and/or SQL

Events Log.

SQL Server – The name of the SQL server.

•Delta Server - The name of the delta server.

•Archiver Metrics – Indicates the number of SMDR messages

received by the Archiver.

•Archiver Activities – Indicates the number of Agent activity messages

received by the Archiver. This figure will be considerably higher than

the Archiver Metrics figure.

•Archiver Call Flow – Indicates the number of Call Flow messages

received by the Archiver. Call Flow metrics are only available when

configured in Voice Mail.

Report Server Archiver

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User Manual 40DHB0002USBD Issue 1 (06/06/2001)

Connection to Delta Server

To connect to a different Delta Server within the network:

1. From the Configure menu, select Change Delta Server.

2. At the warning screen click OK. A screen will appear which indicates

that the Archiver has located the available Delta Servers. If the

required Delta Server is listed, select it and then click the Connect

button.

3. If the required Delta Server is not listed, click the Advanced button.

4. Select one of the options and then click the Search button.

5. Select the required Delta Server and then click the Connect button.

Refresh

This option allows you to update the information displayed on the Archiver

screen.

To update information:

1. From the View menu, select Refresh.

To alter the interval at which the information is updated:

1. From the View menu, select Interval.

This option also allows you to select the interval at which the

information is updated. The intervals are 0.5, 1, 2, 5 and 30 seconds.

The default is set to 1 second.

2. Select on the required interval.

Language

This option allows you to change the language of the Archiver.

To change the language:

1. From the Configure menu, point to Language.

2. Select the required language.

Enable Log File

This feature is for Technical Support Engineers use only. The option

allows you to save all the rejected messages onto a disk file.

When the Archiver Enable Log File option on the Configure menu is

selected, the Archiver will write any rejected messages along with the

reason for rejection to a log file.

The log file is created is "C:\ Archiver.log".

This option is for support purposes and should only be enabled at the

request of Technical Support personnel.

Note: To close the Archiver screen, from the File menu, select Close.

To quit the Archiver application, from the File menu, select Stop and Exit.

Report Scheduler Overview

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User Manual 40DHB0002USBD Issue 1 (06/06/2001)

Report Scheduler

Overview

The Report Scheduler integrates with the Report Manager to provide report

clients the ability to schedule reports to run at chosen intervals. The

Report Scheduler makes use of the Report Repository database to store

scheduled reports and associated schedule details. It is, therefore,

installed as part of the Report Manager installation. It is designed to put

the call center manager in control of their call center.

Starting Report Scheduler

Every time the Server PC is switched on, the Report Scheduler is launched

automatically. To amend the auto start facility, refer to page 12.

If the Report Scheduler is not running you can start it by:

1. Click the Start button on the Windows taskbar.

2. Point to Programs.

3. Point to CCC.

4. Click Scheduler from the sub-menu.

The Report Scheduler window lists the tasks sent for processing. For each

task, the window displays such information as the document name. Status,

owner, priority and submission date.

The Schedule List Screen

The Taskbar Area

The left side of the taskbar at the bottom of the screen displays the current

state of the scheduler. Detailed below are the various states.

−Ready: The scheduler is idle

−Connecting: An attempt to connect to the repository database is in

progress.

−Not Connecting: the scheduler is not currently connecting to the

repository. This state is associated with a red warning triangle.

−Running: A scheduled task is being executed.

The right side of the taskbar displays the date and time that the schedule

was last refreshed. This value is taken from the SQL server and is

formatted according to the language selected for the application.

Report Scheduler Starting Report Scheduler

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User Manual 40DHB0002USBD Issue 1 (06/06/2001)

The Schedule List Details Section

The schedule list displays details of each scheduled task. The columns

that can be displayed are detailed below.

•Status: The status of a task: Waiting, Disabled, or Running.

•Title: The title of a report associated with a task.

•Description: This is a user-defined text, which can be up to 254

characters. If the user has not defined any description, this section will

be blank.

•Owner: The profile name that created the task (usually Designer or

Viewer names according to the language).

•PC Name: The name of the PC that was used to create the task. This

field may be blank.

•PC Login: The Login used in the PC that was used to create the task.

This field may be blank.

•Submitted: The date and time that a task was created. This

information is taken from the PC that was used to create the task.

•Expires: The date and time that as task will be removed from the

schedule.

•Frequency: How often the task is to run i.e. Once, Daily, Monthly or

Month Days.

•Day Intervals: The days(s) on which a task will run. This value is

dependent on the Frequency selected.

•Time intervals: The time(s) at which a task will be run. Al times are

rounded to the nearest minute.

•Printer: The name of the printer on which the report associated with a

task is printed when run. If this value is empty then the report will be

printed to the printer set as default at the time the task runs.

•Next Run: The date and time that a task will next be run. This value

will be empty when the task has run for the last time before expiring.

•Last Run: The date and time that a task was last started running.

This value is empty until the task has been run once.

•Last Run End: The date and time that a task was last completed.

This value is empty until the task has been run once.

•Result: This value will be empty until the task has been run once. It

can be either Successful or Failed.

•Error Code: The code of the error that occurred when a test result is

'Failed'.

•Error Description: An explanation of the error that occurred when a

task result is 'Failed'.

Note: All date and time values are displayed using the date and time formats

according to the language for the application. Times are rounded to the nearest

second unless otherwise specified.

Report Scheduler Starting Report Scheduler

CCC Report Manager Page 10

User Manual 40DHB0002USBD Issue 1 (06/06/2001)

Refresh the Schedule List.

Although the schedule list is automatically refreshed at regular intervals,

clicking on the Refresh button allows you to manually refresh the data.

You can also select the refresh option from the file menu, or press 'F5'

When the schedule refreshes, expired tasks are removed and any task

created since the last refresh will be displayed.

When the schedule is automatically refreshed, any pending tasks are run

starting with the task that has been pending for the longest time. Pending

tasks can be manually run by clicking the Run Pending button

. Also select the Run Pending Tasks option from the File

menu.

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