Avaya NULL CCM3.1 Manuale utente

CCM3.1

Alarm Reporter

38DHB0002UKEL Issue 3 (18/07/2002)

Contents

CCM3.1 Page 2

Alarm Reporter 38DHB0002UKEL Issue 3 (18/07/2002)

Contents

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

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

INDeX Call Center View Alarm Reporter.................................................................................................... 4

INDeX Taskbar ........................................................................................................................................... 4

INDeX CCV Alarm Reporter....................................................................................................... 5

General....................................................................................................................................................... 5

Starting the CCV Alarm Reporter............................................................................................................. 5

Administering Alarm Reporter.................................................................................................. 6

Configuration Pane..................................................................................................................................... 6

Days Tab ................................................................................................................................................. 6

Device Types Tab.................................................................................................................................... 6

Alarm States Tab ..................................................................................................................................... 6

Alarm Levels ............................................................................................................................................ 6

Dn List Pane ............................................................................................................................................... 7

Sort Dn List .............................................................................................................................................. 7

Refresh Dn List ........................................................................................................................................ 7

Report Pane ............................................................................................................................................... 8

Select a Report ........................................................................................................................................ 8

Sort Reports............................................................................................................................................. 9

Refresh Report ........................................................................................................................................ 9

Preview/Print Report................................................................................................................................ 9

Appendix................................................................................................................................... 10

Toolbar Commands .................................................................................................................................. 10

Menu Options ........................................................................................................................................... 11

File Menu ............................................................................................................................................... 11

Options Menu ........................................................................................................................................ 11

Setup Menu ........................................................................................................................................... 11

Report Menu .......................................................................................................................................... 11

Index.......................................................................................................................................... 13

Introduction General

Introduction

General

Contact Center Modules (CCM) provide 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 INDeX 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 contact

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 contact 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 a in report format,

which can then be printed.

Wallboard Manager:

Real time information from the contact 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 etc.

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 contact 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 contact

center database and schedule reports to be updated and printed.

INDeX Taskbar:

Enforces the user rights and password protection as well as providing a

single point of access to the Contact Center Modules.

CCM3.1 Page 3

Alarm Reporter 38DHB0002UKEL Issue 3 (18/07/2002)

Introduction INDeX Call Center View Alarm Reporter

INDeX Call Center View Alarm Reporter

The INDeX Call Center View Alarm Reporter has been designed to

enhance the exception management used by the INDeX Call Center View.

The Alarm Reporter enables the contact center supervisor to look back on

the performance of the contact center, on a daily or weekly basis, by

reporting on certain criteria predefined by the contact center supervisor.

To view the alarm reports you must be logged on to the INDeX Taskbar

with Administrator Access Level. As an Administrator, you can only view

the historic alarm reports for the profiles that you have created within the

INDeX CCV. The historic alarm information is available to view for each

individual profile. Only one profile at a time can be analysed.

To obtain a historic alarm report file you must ensure that the relevant

option is selected within the Alarm Setup options on the INDeX CCV

application. The alarms can only be reported on a weekly basis for each

individual profile. There is a separate file for each day of the week. The

INDeX CCV will overwrite an existing file for the current day.

There are two types of reports:

Breakdown Reports display detailed analysis of the alarm information

for the selected directory number.

•

• Summary Reports display an overview of the historic alarm information

for the selected directory number.

Each report can be previewed prior to printing in either landscape or portrait

orientation. The Report Preview is not dependent upon any printer drivers

being installed on the PC. However, if a printer driver is not installed, the

print facilities of the application will be disabled.

The title of the report signifies the type of report, i.e. Breakdown or

Summary. The report also displays the date and time that the data

contained in the table was generated along with the INDeX Taskbar User

name and the INDeX CCV Profile Name.

INDeX Taskbar

INDeX Taskbar provides the ability to launch the INDeX CCM applications.

The INDeX Taskbar also provides built in security through a logon

procedure; i.e. you must log on to the INDeX Taskbar before launching the

INDeX CCM applications.

Further details on the INDeX Taskbar are available from the INDeX

Taskbar User Manual.

CCM3.1 Page 4

Alarm Reporter 38DHB0002UKEL Issue 3 (18/07/2002)

INDeX CCV Alarm Reporter General

INDeX CCV Alarm Reporter

General

Before starting the CCV Alarm Reporter, you must ensure you have logged

on to the INDeX Taskbar with your User Name and Password.

Note: You can only use this application with the access level of Administrator.

Starting the CCV Alarm Reporter

CCV Alarm Reporter can be launched by:

1. Click the Start button on the Windows taskbar.

2. Point to Programs and then to INDeX CCM.

3. Click CCV Alarm Reporter from the sub-menu.

The screen is divided into three sections:

1. Configuration pane. The view in this pane will vary, depending which

tab is selected. Each tab allows you to select different options.

2. Dn List pane. In this pane, you can view the directory numbers for

which historic alarm information can be reported.

3. Report pane displays a report of historic alarm information for a

selected directory number.

Select Profile

If there is no information showing in the DN list, make sure that a profile

has been selected. See the section called "File Menu" on page 11 for

information on how to change the profile.

CCM3.1 Page 5

Alarm Reporter 38DHB0002UKEL Issue 3 (18/07/2002)

Administering Alarm Reporter Configuration Pane

Administering Alarm Reporter

Configuration Pane

The alarms are reported on a weekly basis for each individual profile.

There is a separate file for each day of the week. An existing file for the

current day will be overwritten by the INDeX CCV, therefore only allowing a

7-day look-back in detail.

Days Tab

This is divided into seven days, Monday to Sunday. Click to select the

required day(s).

Device Types Tab

Click to select the required Device Type(s). The available device types are:

• Agent

• Agent Group

• Trunk

• Trunk Group

• Pilot Number

Alarm States Tab

Click to select the required state(s). The Alarm States are received from

the CCV.

Alarm Levels

The alarm levels fall into two groups either Low or High. Each group has

three types, which are Normal, Caution and Critical.

The settings for the alarm levels are set within the CCV program. For more

information about alarm levels please refer to the Call Center View user

Manual.

CCM3.1 Page 6

Alarm Reporter 38DHB0002UKEL Issue 3 (18/07/2002)

Administering Alarm Reporter Dn List Pane

Dn List Pane

All the directory numbers for the selected configuration are displayed within

the Dn List pane, as well as the Device Type, i.e. Agents, Trunks groups

etc. There are four icons to symbolise each device type, as shown below.

- Agents

- Trunks

- Agent Groups

- Trunk Groups

The directory numbers can be viewed in four modes as shown below. The

default setting is Details. Click the required view button to change the

setting

– Details – Small Icons;

– List – Large Icons

Sort Dn List

The directory number information can be sorted in ascending or

descending order. If the directory numbers are displayed in Details View

mode, click the column title to change the sort to either ascending or

descending order.

You can also sort the information by:

1. Choose Sort DN List from the Options Menu. You could also click the

Sort button on the toolbar.

2. From the Sort Dn List screen, select the required Sort By option. You

can sort by Dn, Name or Device Type.

3. Select the Sort Direction, i.e. Ascending or Descending and click OK.

Refresh Dn List

To receive updated alarm information for the selected directory numbers,

you need to refresh the information. To do this:

Select Refresh from the Reports Menu or click on the Refresh button .

CCM3.1 Page 7

Alarm Reporter 38DHB0002UKEL Issue 3 (18/07/2002)

Administering Alarm Reporter Report Pane

Report Pane

When a directory number is selected, a report of historic alarm information

is displayed in the Report Pane. There is a short delay before the report is

displayed, to enable you to select a different directory number. The report

information depends upon the Report Type that you have selected, i.e.

Breakdown or Summary.

Select a Report

Select the type of report you want by:

1. Select Type from the Report menu or click the Report button .

2. Click on either Breakdown or Summary to select the report type.

Breakdown Report

This report is the default report and will show when you first start the

program. It provides detailed analysis of the alarm information for the

selected directory number. .

The report shows the following information:

• Alarm: Selected Alarm state(s).

• Level: Alarm Levels

• Threshold: The alarm threshold specified within the CCV.

• Start Time: Day and Time when the alarm occurred.

• Clear Time: Day and Time when the alarm has been cleared within the

Switch.

• Acknowledged: Time and Day when the supervisor has

acknowledged the alarm within the CCV.

Summary Report

This report displays an outline of the historic alarm information. The report

shows the following information:

• Alarm: Selected Alarm state(s).

• Total: Total number of alarm occurrence for a specific alarm state.

• Avg Duration: Average duration of a specific alarm state.

• Max Duration: Maximum duration of a specific alarm state.

CCM3.1 Page 8

Alarm Reporter 38DHB0002UKEL Issue 3 (18/07/2002)

Administering Alarm Reporter Report Pane

Sort Reports

Either of the reports can be sorted in ascending or descending order. You

can only sort the report that is showing in the Report pane. To sort the

report on screen:

1. Click the required column title to be sorted. It will be sorted into either

ascending or descending order.

Select Sort from the Report menu.

Click the Sort button on the toolbar.

2. From the Sort Report screen select what you want to sort by. The

choices are depend upon whether you are creating a breakdown or

summary report.

Breakdown Report. - Alarm, Level or Start Time, Clear Time or

Acknowledged.

Summary Report- Alarm, Total, Avg Duration, or Max Duration.

3. Select the Sort Direction, i.e. ascending or descending and then click

the OK button.

Refresh Report

To receive updated alarm information for selected directory numbers, you

need to refresh the information.

To refresh a report select Refresh from the Reports Menu or click .

Preview/Print Report

The Report Preview is enabled once an “alarm information report” is being

displayed in the Report Pane. Each report type (Breakdown or Summary)

can be previewed in either landscape or portrait orientation. The Report

Preview is not dependent upon any printer drivers being installed on the

PC. However, if a printer driver is not installed, the print facilities of the

application will be disabled.

The title of the report shows the type of report, e.g. Breakdown or

Summary. The report also displays the date and time that the data

contained in the table was generated along with the User name and the

CCV Profile Name.

To preview a report, from, File menu select Report Preview or click

CCM3.1 Page 9

Alarm Reporter 38DHB0002UKEL Issue 3 (18/07/2002)

Appendix Toolbar Commands

Appendix

Toolbar Commands

The Toolbar command buttons are also available from the menu bar:

Show Selection Pane Hide Selection Pane.

These buttons enable you to toggle between whether to display or not

to display the Selection Pane..

Profile

Enables you to select a different profile name.

Print Report

Enables you to print a report.

Report Preview

Enables you to preview a report prior to printing.

Report Type

Enables you to select either a Breakdown or a Summary Report.

Sort

Enables you to sort either the information displayed in the Dn List pane

or the report pane.

Refresh

Enables you to obtain an up to date alarm information either within the

Dn List pane or the Report Pane.

Detail View List View

Small Icon View Large Icon View

These enable you to select the mode in which the directory numbers

are displayed. The default view is Detail.

CCM3.1 Page 10

Alarm Reporter 38DHB0002UKEL Issue 3 (18/07/2002)

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